These terms govern the booking, payment, cancellation and refund of Trip Tours Madrid services. By booking or paying for a service, the customer confirms having read them and accepts them expressly.
Last updated: 14 October 2026
1. Provider and scope
The service provider and owner of triptoursmadrid.com is Trip Tours Madrid SLU, tax ID B56592975, registered at C/ Embajadores 96, BJ A, 28012 Madrid (Spain). Customer service office at Puerta del Sol, 28013 Madrid. Email: info@triptoursmadrid.com (private tours: bespoke@triptoursmadrid.com). Phone: +34 674 441 818. WhatsApp: +34 642 78 47 32.
These terms apply to every service booked or paid for through this website, by email, by WhatsApp:
- Free tours: open-group guided walks operated by Trip Tours Madrid SLU, with no upfront payment.
- Private tours: exclusive guided tours for one group, operated by Trip Tours Madrid SLU at a fixed price.
- Day trips and sightseeing buses: products of The Yellow Tours and Big Bus Tours Madrid, for which Trip Tours Madrid SLU acts as an affiliated distributor and the contract is made with the operator.
2. Products and prices
- Free tours: there is no price and no upfront payment. At the end of the tour each person freely decides what to give the guide. Booking is free and non-binding.
- Private tours: the price is fixed and stated in writing in the quote (email or WhatsApp) before confirmation. It includes VAT and everything listed in the quote; any extras (tickets, transport, photographer, tastings) are itemised separately.
- Day trips and sightseeing buses: the price is the one shown by the operator at the time of booking, taxes included, under its own terms.
- All prices are in euros (EUR).
3. Booking process and payment methods
For private tours the process is: the customer requests a quote (form, email or WhatsApp); Trip Tours Madrid sends a proposal with date, time, duration, language, meeting point and total price; the customer accepts it in writing and receives a secure payment link. The booking is confirmed once full payment of the quoted amount is received. Until then the date is not held.
Accepted payment methods:
- Visa and Mastercard credit or debit cards through a secure payment link. The charge is processed by the Redsys gateway of Getnet's virtual POS (Banco Santander) with 3-D Secure strong authentication. Trip Tours Madrid never stores card details.
- Bank transfer to the Trip Tours Madrid SLU account stated in the quote. The booking is confirmed once the funds are received.
- We charge no fee or surcharge for paying by card. If your card is in another currency, your issuing bank may apply its own exchange rate or fee.
Redsys gateway · Getnet (Banco Santander) · 3-D Secure4. Delivery (shipping) policy
Our services do not involve the physical shipping of any product. Delivery consists of providing the tourist service on the confirmed date, time and meeting point.
- Confirmation: after booking (and, for private tours, after payment) the customer receives within 24 hours a confirmation email with the service details. That email is the voucher; there is no need to print it.
- If you do not receive the confirmation within 24 hours, check your spam folder and write to info@triptoursmadrid.com or WhatsApp +34 642 78 47 32: we will resend it straight away.
- Meeting point: the guide waits at the place and time stated in the confirmation. Please be punctual; the group leaves at the scheduled time.
- For day trips and sightseeing buses the voucher is issued by the operator and sent by email under its terms.
5. Cancellation, changes and refund policy
Private tours (operated by Trip Tours Madrid SLU):
- Free cancellation up to 24 hours before the confirmed start time: 100% of the amount paid is refunded.
- Cancellation with less than 24 hours' notice, or not showing up at the meeting point (no-show): no refund, as the guide and resources are assigned exclusively to the group.
- Change of date or time: free, subject to availability, if requested at least 24 hours before the start. With less than 24 hours it is treated as a cancellation.
- Changes in the number of people: may adjust the price under the current rate; they are communicated in writing before the start.
- Cancellation by Trip Tours Madrid (extreme weather, force majeure, guide unavailability or any cause not attributable to the customer): an alternative date is offered and, if the customer does not accept it, 100% of the amount paid is refunded, with no additional compensation.
Free tours:
- There is no upfront payment, so there is nothing to refund. If you are not going to attend, please cancel from the link in your confirmation or let us know, so the place is freed.
Day trips and sightseeing buses (The Yellow Tours and Big Bus Tours Madrid):
- The operator's cancellation policy in force at the time of booking applies, as accepted when booking. In general, most of these products allow free cancellation up to 24 hours before the start.
- Trip Tours Madrid handles the cancellation or refund with the operator when the request is within its policy, so the customer does not need to contact the operator.
How to request a cancellation or refund, and refund times:
- Write to info@triptoursmadrid.com (private tours: bespoke@triptoursmadrid.com) or WhatsApp +34 642 78 47 32 with the booking name, the tour date and, if you have it, the payment reference. The date and time we receive your message is the one used for the 24-hour deadline.
- We confirm the cancellation in writing within 24 working hours.
- Approved refunds are made by the same method used for payment (credit to the same card or transfer to the originating account) usually within 5 to 10 working days, depending on the bank. With some foreign cards the credit may take up to 30 days to appear.
6. Right of withdrawal
Under article 103.l) of Spanish Royal Legislative Decree 1/2007 (consolidated General Law for the Protection of Consumers and Users), which transposes Directive 2011/83/EU, the 14-day right of withdrawal for distance purchases does not apply to services related to leisure activities when the contract provides for a specific date or period of performance, as is the case with guided tours and day trips booked for a given date and time.
Therefore, by confirming a booking the customer expressly acknowledges that there is no right of withdrawal for the service contracted and that, instead, the cancellation and refund policy in section 5 applies, which guarantees a full refund when cancelling at least 24 hours in advance.
7. Performance of the service and liability
- Punctuality: the tour starts at the confirmed time. If the group arrives late, the tour is shortened by the time lost or, if the delay makes it unfeasible, it is treated as a no-show.
- Minors: must be accompanied by a responsible adult throughout the tour.
- Accessibility: our routes are on foot through the historic centre. If anyone in the group has reduced mobility, tell us when booking and we will adapt the itinerary as far as possible.
- Minor changes: due to works, public events, weather or safety reasons the guide may change the order or part of the itinerary without altering the essence of the service; this gives no right to a refund.
- Trip Tours Madrid SLU holds public liability insurance. It is not liable for damage caused by participants' reckless conduct, by third parties unrelated to the service, or for personal belongings.
- For day trips and sightseeing buses the provision of the service is the responsibility of the relevant operator, under its terms.
8. Complaints, applicable law and jurisdiction
- For any complaint or incident contact info@triptoursmadrid.com, phone +34 674 441 818 or WhatsApp +34 642 78 47 32. We reply as soon as possible during business hours.
- Trip Tours Madrid SLU keeps official complaint forms available to consumers, as required by the regulations of the Community of Madrid.
- European online dispute resolution platform: https://ec.europa.eu/consumers/odr
- These terms are governed by Spanish law. Any dispute is submitted to the Courts of Madrid, unless applicable consumer law grants jurisdiction to the courts of the consumer's domicile.
- Trip Tours Madrid may update these terms; each booking is governed by the terms in force when it is confirmed. See also our Legal notice (https://triptoursmadrid.com/en/legal-notice/) and Privacy policy (https://triptoursmadrid.com/en/privacy-and-cookies/).
Trip Tours Madrid SLU · CIF B56592975 · C/ Embajadores 96, BJ A, 28012 Madrid · info@triptoursmadrid.com