CONTRACT TERMS

GENERAL PURCHASE CONDITIONS

The following contractual document sets out the terms governing the purchase of services through the website https://visitagranada.com/, owned by Granada Incoming Card, S.L. (hereinafter the provider). Acceptance of this document implies that the user:

  • a. Has read, understands and comprehends what is stated herein.
  • b. Is a person with sufficient capacity to enter into a contract.
  • c. Assumes all obligations set forth herein.
  • d. Is of legal age.

These conditions shall remain valid indefinitely and shall apply to all purchases made through this website. The provider reserves the right to unilaterally modify these conditions, without affecting goods or promotions acquired prior to such modification.

The user, on their own behalf or on behalf of the person(s) they represent, accepts these general conditions and is responsible for verifying that the information provided in the booking related to the tour is truthful and up to date.

GENERAL INFORMATION

Granada Incoming Card, S.L. is a digital platform that allows users to access all information related to the tours offered and to conveniently manage the required booking.

Bookings will be valid exclusively for those users who have fully accepted the general and specific terms and conditions of sale; without such acceptance, it will not be possible to complete the booking process.

Each tour has specific conditions that vary depending on the selected tour. The specific conditions can be found in each of the selected tours according to the destination, and these shall prevail over the general conditions.

The purchase procedure may be carried out in the following languages: Spanish, English and French.

VISITOR IDENTIFICATION

According to the regulations of the Patronato de la Alhambra y el Generalife, and as a security protocol, it is mandatory to provide the full name, surname(s) and ID/Passport/Official document issued by the Ministry of the Interior of each country, for all visitors to the monument.

You must provide this information for each visitor at the time of making the booking. You may provide this data through the website or, once payment for your visit has been completed, you will receive an email to identify your companions quickly and easily. Failure to identify visitors in time will result in the loss of their tickets.

Access to the premises will be through scanning the visitors’ ID or Passport. For this reason, the ID or passport must be the original documents and the same ones provided when making the booking.

Tickets are nominative. The Alhambra staff will verify this information; if it does not match, Alhambra staff will not allow access to the monument. Granada Incoming Card, S.L. cannot intervene in this matter, as it is a regulation of the Patronato de la Alhambra y el Generalife.

If you decide to gift a tour, please check the expiration date of the gift card before purchasing it.

IDENTITY OF THE PARTIES

On the one hand, the provider of the goods purchased by the user is Granada Incoming Card, S.L. (CIAN 186965-2) acting as an online travel agency, with registered office at C/ Pavaneras N3, (Local Bajo) 18009, Granada, Spain, Tax ID: B-19647585, and customer service phone number +34 958 049 160 and email: info@visitagranada.com.

On the other hand, the user of the website provides the data for which they have full responsibility of use and custody, being responsible for the accuracy of the personal data provided to the provider.

OBJECT OF THE CONTRACT

The purpose of this contract is to regulate the purchase relationship established between the provider and the user at the moment the user accepts the corresponding checkbox during the online purchase process.

The contractual purchase relationship entails the delivery, in exchange for a specific price publicly displayed on the website, of a specific product.

POLICY ON CHANGES AND CANCELLATIONS OF TOUR TICKETS

All bookings are subject to the change and cancellation policy of the wholesaler, and any modification and/or cancellation may incur fees that will depend, in each case, on what is established by each provider and the regulations in force at that time.

During this process and before confirmation, it is extremely important to read and understand the change and cancellation policy of the selected tour to which the booking will be subject. However, if the service is cancelled for any reason, the customer will be notified as soon as possible by phone and/or email. We are at your disposal to clarify any questions you may have.

All contracted services are subject to cancellation fees from the moment the booking payment is made. Fees may vary depending on the provider(s), and their amounts depend on how far in advance the cancellation is notified.

Modifications to the booking

Requests for additional places to increase the group must be submitted for confirmation.

Modifications before the start of the contracted service

If the modification affects the initially scheduled date, Granada Incoming Card, S.L. cannot guarantee availability for the new request nor its conditions until consulting with the wholesaler or reviewing available spaces. This request will be forwarded to the corresponding company and, once a response is received, the customer will be duly informed for their knowledge and subsequent decision.

Modifications after the start of the contracted service

In the event of any modification to what is stipulated in the contract once the service has begun, Granada Incoming Card, S.L. undertakes to try to meet the user’s requests with all means available. Any requested modification that implies new conditions will be offered to the user beforehand so that they may accept them.

Cancellations

Date changes, passenger name changes, and passenger cancellations are considered booking cancellations and are subject to the corresponding fees, if any (specified in each tour).

Cancellations may occur due to:

  1. Termination of the contract due to reasons attributable to the organiser or cancellation of the tour

    If the consumer or user chooses to terminate the contract due to essential modifications to the tour or due to the cancellation of the tour before the agreed departure date for any reason not attributable to the consumer, they shall be entitled, from the moment of termination, to a refund of all amounts paid or to undertake another tour of equivalent or superior quality whenever it is possible to offer one.

    In the event of termination by the traveller before the start of the tour or due to non-acceptance of a substitute tour, all payments made by the traveller or by a third party on their behalf shall be refunded without undue delay, within no more than fourteen calendar days from the date of termination of the contract.

    If the tours offered are of inferior quality, the consumer shall be refunded, when applicable, the price differences based on the amounts paid under the contract.

Cancellation fees

Cancellation fees will be detailed in each contracted tour, depending on the tour and the advance notice with which the cancellation is made. In the event of cancellation, the corresponding fees will apply, whether the cancellation is partial or total.

The same cancellation fees will apply according to the periods detailed in the transfer section, and the cancellation fees corresponding to the cancelled service—whether partial or total—will also apply and accumulate, according to the wholesaler’s or provider’s cancellation policy. The amounts will vary depending on how far in advance of the departure date the cancellation is notified.

Right of withdrawal for tours and leisure activities

The user does not have the right of withdrawal in the case of service provisions related to leisure activities when the contract specifies a particular execution date.

However, if the customer cancels the activity, it is recommended to carefully read the information for the specific tour. If there is no specific cancellation policy for the product or service, such product or service will be non-cancellable, non-modifiable, and therefore non-refundable.

If particular conditions apply to the service or product, these shall prevail over the general cancellation policy indicated here.

Returns due to service error

Returns arising from a service error will be handled as follows: we commit to exchanging the service for another identical one whenever availability exists. If the exchange is not possible, the amount will be refunded using the payment method indicated by the customer.

Right of withdrawal for other products

Case 1: Returns due to withdrawal from purchase

All products, except tickets and event admissions purchased on this portal, may be returned and refunded provided that the customer communicates their intention to return the product within 14 calendar days following receipt.

  • The amounts paid for the items, as well as the initial shipping cost, if applicable, will be refunded.
  • The consumer and user shall only bear the direct cost of returning the goods, in accordance with Article 108.1 of the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws.
  • If the consumer expressly selected a delivery method other than the least expensive ordinary delivery option, the company shall not be obliged to refund the additional costs arising from such choice.

Exceptions to the right of withdrawal

In accordance with Article 103, the right of withdrawal shall not apply to contracts relating to:

  • The supply of goods or the provision of services whose price depends on fluctuations in the financial market that the trader cannot control and which may occur during the withdrawal period.
  • The provision of services, once the service has been fully performed, if the contract imposes a payment obligation on the consumer and performance has begun with the consumer’s prior express consent and with their acknowledgement that, once the contract has been fully executed, they will lose their right of withdrawal.
  • The supply of goods made to the consumer’s specifications or clearly personalised.
  • The supply of sealed audio or video recordings or sealed computer software that have been unsealed by the consumer after delivery.
  • The supply of daily newspapers, periodicals or magazines, except for subscription contracts.
  • The supply of digital content not provided on a tangible medium when performance has begun with the consumer’s prior express consent and with their acknowledgement that they lose their right of withdrawal.
  • The supply of digital content not provided on a tangible medium when performance has begun and, if the contract imposes a payment obligation, when the following conditions are met:
    1. The consumer has given their prior consent to begin performance during the withdrawal period.
    2. The consumer has acknowledged that, as a result, they lose their right of withdrawal.
    3. The trader has provided confirmation.

Withdrawal period

The withdrawal period shall end 14 calendar days from:

  • a) The day the contract is concluded, in the case of service contracts.
  • b) The day on which the consumer or a third party indicated by them, other than the carrier, acquires material possession of the goods ordered, in the case of sales contracts. In particular:
    1. In the case of delivery of multiple goods ordered in the same order and delivered separately, the period shall begin on the day the consumer or a third party indicated by them acquires material possession of the last of the goods.
    2. In the case of delivery of a good consisting of multiple components or pieces, the period shall begin on the day the consumer or a third party indicated by them acquires material possession of the last component or piece.
    3. In the case of contracts for the periodic delivery of goods over a specified period, the period shall begin on the day the consumer or a third party indicated by them acquires material possession of the first of those goods.
  • c) In the case of contracts for the supply of water, gas or electricity when not packaged for sale in a defined volume or set quantity, or for district heating, or for digital content not supplied on a tangible medium, the period shall begin on the day the contract is concluded.

Refund

After examining the applicable article, we will inform you whether you are entitled to a refund of the amounts paid.

Granada Incoming Card, S.L. will refund all payments received from the consumer, including delivery costs where applicable, without undue delay and, in any case, within 14 calendar days from the date on which we were informed of the decision to withdraw.

The consumer shall only bear the direct cost of returning the goods, in accordance with Article 108.1 of the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws.

The refund will be made using the same payment method used for the purchase or the method preferred by the consumer. If the charge has not yet been applied to their account, we will simply accept the return.

Returns due to product error

If you believe that the delivered product does not match what was stipulated in the order, you must contact us through the available channels, where we will inform you of the procedure to follow.

In the event of an error in the service or product, we commit to:

  • Attempt to exchange the product for another identical one whenever availability exists.
  • If an exchange is not possible, refund the full amount, including shipping costs and any costs incurred due to the return.
  • Amounts paid for products returned due to defects or faults will be fully refunded, including shipping costs and the direct cost of returning the goods.

The refund will be made using the same payment method used for the purchase or the method indicated by the consumer in their request.

Steps to exercise the right of withdrawal

To exercise the right of withdrawal, you may notify your decision to Granada Incoming Card, S.L. through an unequivocal statement by phone or email:

You may use the model withdrawal form, although its use is not mandatory.

Registered office: Plaza de San Agustín 3, Edif. Casa Zayas, 18001 Granada, Spain.

You may also return products physically at Ábside shop, Calle Cárcel Baja 2, 18001 Granada (opening hours 10:00 to 20:00).

Upon receiving the products, we will examine them and inform you whether you are entitled to a refund of the amounts paid, including delivery costs. The return process will be carried out as soon as possible and, in any case, within 14 calendar days from the notification of the intention to withdraw.

For the return shipment, you may use the transport service of your choice (Correos or another courier company), with the consumer bearing the direct cost of return unless otherwise agreed.

For any questions regarding the return of the product, you may contact us through our customer service number or by email at: info@visitagranada.com.

DESCRIPTION AND INFORMATION ABOUT THE SERVICES

In all our services you will find detailed information about each of the tours or services contracted, which includes, among other details:

  • Itinerary and duration periods of the guided tour.
  • Means of transport; departure and return dates and times; characteristics and categories; whether they are private or shared; pick-up points; duration; intermediate stops and, where applicable, transport connections. The exact departure time will be communicated sufficiently in advance, as well as an approximate return time.
  • The main characteristics of the tour.
  • The visits, excursions or other services included in the total agreed price of the tour.
  • Approximate group size.
  • The language in which these services will be provided.
  • Whether the tour is, in general terms, suitable for persons with reduced mobility and, where applicable, precise information on the suitability of the trip according to their needs.
  • General information on the required documentation.
  • The price with all taxes included and, where applicable, all commissions, surcharges and other additional costs or, if such costs cannot be reasonably calculated before the conclusion of the contract, an indication of the type of additional costs the traveller may have to bear.
  • The minimum number of people required, if any, for the tour to take place and the deadline before the start for possible cancellation of the contract if this number is not reached.
  • An indication that the traveller may terminate the contract at any time before the start of the package in exchange for payment of the applicable penalty.
  • Special needs of the traveller accepted by Granada Incoming Card, S.L.
  • Tickets and information on transport connections and arrival, where applicable, will be provided to the traveller sufficiently in advance before the start of the tour.
  • Once the tour has been confirmed, all information will be provided to the traveller on a durable medium.

Optional services and products

Occasionally we offer services and products in combination with the selected tour, such as tickets to shows, books and items related to Nasrid culture. Each product includes its description. Products other than show tickets will have a right of withdrawal, as established in these terms and conditions.

Free collection of these products will take place at Ábside shop, Calle Cárcel Baja 2, 18001 Granada (opening hours 10:00 to 20:00). For optional services related to shows, the ticket will be generated automatically.

Special services required by the user

If any passenger requires a special service or assistance, they must inform the agency as soon as possible so that the information can be forwarded to the corresponding provider or so that the service can be arranged. In the case of reduced mobility, the type of service needed must be indicated, whether they can climb stairs, etc.

It is the user’s responsibility to indicate whether they wish to confirm the booking even if the requested service may be denied by the provider. The booking will not be confirmed until the required information is available, regardless of the status of the requested service.

Relevant information and restrictions

  • Age restrictions: All groups with minors must be accompanied by responsible adults.
  • Documentation for excursions: To participate in any of the excursions, it is essential to present a passport or ID for each traveller. Failure to provide this document in the required time and manner will result in the loss of the booking/entry.

CLAIMS

If the claim is related to any of the contracted services, you may contact us via email at info@visitagranada.com or by calling +34 958 049 160, where we will be happy to assist you.

PURCHASE PROCEDURE

The purchase procedure may be carried out in the language chosen by the user on the website; this language will be indicated before starting the purchase. The currency used will be exclusively the euro.

To purchase a tour, you must:

  • Select the tour you want and click on the image to view its features and details.
  • Select the number of units you wish to request.
  • Review the service description and the specific conditions of the tour beforehand.

Once informed of all the characteristics of the tour, if you decide to proceed with the purchase, you must click the “reserve now” button. A calendar will open to select a date from those available. After choosing the date, language and number of people, you must click the “continue” button.

All tickets included in the cart may be removed before completing the purchase. A form will open, which you must fill in with the necessary information to continue with the acquisition of tickets. If you modify any of the entered data, the summary displayed on the screen will update automatically.

You may add several tours to the cart and keep them there until you click the button to continue with the contracting procedure.

Discount codes

If you have a coupon code, you may enter it during the purchase process to apply the discount. Codes have expiration conditions and minimum amounts. The coupon must be entered before making the payment for the discount to apply; if it is not entered, it cannot be applied afterwards.

Additional services and products

When purchasing the tour, you may add services and products in combination with the tour, such as tickets to shows, books and items related to Nasrid culture. Each product includes its description. Free collection of these products will take place at Ábside shop, Calle Cárcel Baja 2, 18001 Granada (opening hours 10:00 to 20:00).

For optional services related to shows, the ticket will be generated automatically. To purchase them, you only need to select the desired number of units, and they will be added to the cart along with the selected ticket.

Order processing and payment

  • Orders will only be processed once the user has provided all necessary information, including credit card details, and has previously accepted the general terms of sale and the privacy policy.
  • The purchase of the tour will be considered completed when the user has made full payment and it has been received by the provider.
  • To finalise the purchase, you must follow the steps of the process and click the corresponding checks: continue and, finally, pay. In all cases, you must accept the terms and conditions and the privacy policy.

Confirmation and documentation

Once the purchase procedure is completed, the platform will inform the user and send by email the confirmation with all characteristics, price, date of contracting and tickets. After placing the order, the user will immediately receive two emails at the address provided:

  • Order confirmation.
  • Order proforma.

If preferred, you may request to receive the documentation in paper format. This document serves as proof for any claim. If you do not receive the email, check your junk or spam folder; if it is not there, please inform us as soon as possible so we can resolve it.

Confidentiality and customer service

Granada Incoming Card, S.L., in accordance with its privacy policy, will guarantee the confidentiality of your data. For any questions regarding the order, you may contact us at +34 958 049 160 or by email at info@visitagranada.com.

Refund in case of inability to complete the booking

If for any reason the booking cannot be completed, the amount paid will be refunded using the same payment method used by the customer or another method preferred by the customer. To manage any issues, you may call us at +34 958 049 160 or write to info@visitagranada.com.

GUARANTEES

In accordance with the provisions of Royal Legislative Decree 1/2007, all products include a three-year warranty from the date of delivery against any manufacturing defect.

Depending on the type of product, the warranty will be the one provided by the manufacturer. If you need to make use of the warranty, we suggest contacting us by phone at +34 958 049 160 or by email at info@visitagranada.com.

If you would like additional information on this matter, you may contact us and we will try to resolve any questions you may have.

PAYMENT METHODS

  • a) Payment by credit/debit card

    The customer will access a secure and controlled environment in which they will provide their card details directly to the financial institution, which will connect them with their bank to authorize the transaction. Payment will be made directly and securely, ensuring the privacy of card information at all times.

  • b) Payment with Alipay

    Users can open an Alipay account from their smartphone using the app and link debit or credit cards to make payments with their phone. It is important to review the terms and privacy policy of this payment method: alipaymstc and privacy.

SECURITY

THE COMPANY has the highest commercially available security measures in the sector. The payment process operates on a secure server using the SSL (Secure Socket Layer) protocol, which establishes an encrypted connection so that the information is intelligible only to the customer’s computer and the website server.

By using SSL, the following is guaranteed:

  1. That the customer is communicating their data to the server of THE COMPANY and not to a third party attempting to impersonate it.
  2. That the data transmitted between the customer and the server is encrypted, preventing it from being read or manipulated by third parties.

OFFERS AND PROMOTIONS

The offers and promotions on this website will be accompanied by the corresponding information next to the service offered, including the validity period and the conditions of the offer. Price reductions will be clearly displayed alongside the usual price, without overlapping the reduced price.

EXECUTION OF THE TOUR

Granada Incoming Card, S.L. will be jointly responsible for the proper performance of the tour services included in the contract, regardless of whether such services are carried out by the company itself or by other providers.

Users must report without undue delay, taking into account the circumstances of each case, any lack of conformity observed during the execution of a service included in the contract.

If any of the services included in the tour are not performed in accordance with the contract, the lack of conformity will be remedied unless it is impossible or entails a disproportionate cost, considering the seriousness of the lack and the value of the affected services.

When a significant proportion of the tour services cannot be provided as agreed, suitable alternative arrangements will be offered at no additional cost, preferably of equivalent or superior quality, to allow the continuation of the tour. If the proposed alternatives involve inferior quality, an appropriate price reduction will be applied.

The traveller may reject the proposed alternatives only if they are not comparable to what was agreed in the contract or if the price reduction offered is inadequate.

COMMENTS, SUGGESTIONS, COMPLAINTS AND CLAIMS

Your comments and suggestions are welcome. Please send any enquiry, complaint or claim by email to info@visitagranada.com.

We have official complaint forms available to consumers and users. You may request them by calling +34 958 049 160 or writing to info@visitagranada.com.

Complaints and claims addressed to our customer service will be handled as quickly as possible and, in any case, within a maximum period of one month. They will be recorded with an identification code that we will provide for tracking purposes.

APPLICABLE LAW AND JURISDICTION

This website is subject to Spanish legislation. In the event of litigation or dispute arising from the use of this website, both parties submit to the jurisdiction of the courts of the city of Granada, except in cases where current legislation recognises the user as a consumer and allows them to submit to the courts of their place of residence.

The provider and the user may submit their disputes to arbitration as provided for in arbitration legislation and consumer and user protection laws, as well as to out-of-court dispute resolution procedures established by codes of conduct or other self-regulation instruments.

If you are not satisfied with the products or services contracted and you are a customer belonging to the European Union (except Spain), you may file a complaint through the following link: http://ec.europa.eu/consumers/odr/.