Terms and Conditions

1. Identification.

1.1. The Walker Tours LLC (hereinafter referred to as TWT); with EIN 37-2091569; registered office at 1000 N. West Street, Suite 1200, Wilmington, Delaware, 19801, United States of America; phone +1 302 772 8277 / +1 786 761 7802 (Only WhatsApp); and email address info@thewalkertours.com; is the owner of the website located at the Internet address https://www.tickets-alhambra-palace.com/ and its social media accounts (hereinafter referred to as the Website).

1.2. TWT is the owner of the following social media accounts:

1.3. The person accessing this Website (hereinafter referred to as the User) assures that they are of legal minimum age to give consent regarding information society services. Otherwise, the User must refrain from accessing this Website.

2. Purpose.

2.1. These terms and conditions aim to regulate the relationship between TWT and the User regarding access to this Website and the electronic contracting of services consisting of the purchase of tickets (access rights and complementary services) for the tours offered on this Website (hereinafter referred to as Services).

By accessing this Website or contracting Services, the User expressly accepts all the clauses of these terms and conditions, its privacy policy, and its cookie policy, as well as all those specific conditions collected for the use of certain services. In case of not accepting any of the mentioned clauses, the User must refrain from accessing this Website and from contracting the Services.

2.3. By accessing TWT's social media accounts, the User undertakes to comply with their terms and policies:

2.4. The User undertakes to comply with any legal provisions applicable to access to this Website or the contracting of the Services.

2.5. TWT reserves the right to change these terms and conditions at any time, so it is the User's responsibility to review them before accessing this Website or contracting the Services.

3. Minors.

3.1. Contracting Services by minors is prohibited.

3.2. TWT reminds Users who have minors in their care that it is their sole responsibility to determine which services and content are appropriate for the age of these minors and that there are computer programs that allow filtering and blocking access to certain content and services.

4. Content.

All the content on this Website is protected by intellectual and industrial property regulations. The total or partial reproduction, use, exploitation, distribution, and commercialization of any content on this Website requires authorization from PanchoTours. Content not owned by PanchoTours that may appear on this Website belongs to their respective owners, who are responsible for any authorizations to third parties.

5.2. Regardless of their intended purpose, the total or partial reproduction, use, exploitation, distribution, and commercialization of any content owned by this Website always requires prior written authorization from TWT.

4.1. The content made available to the User on this Website comes from both its own sources and third parties.

4.2. TWT strives to provide the highest quality content and keep it reasonably up-to-date, but does not guarantee the usefulness, accuracy, completeness, relevance, and timeliness of the content.

4.3. The inclusion of content on this Website does not constitute the provision of professional advisory services by TWT to the User in any way.

4.4. TWT advises the User not to make decisions based on the information contained in the content of this Website without obtaining appropriate professional advice.

4.5. TWT reserves the right to change the content at any time.

5. Intellectual Property.

5.1. All content on this Website is the property of TWT or has been assigned to it by its respective owners and is duly protected by intellectual property regulations (copyright and trademarks).

5.3. Content not owned by TWT that may appear on this Website belongs to their respective owners, who are responsible for any authorizations to third parties.

6. Use.

6.1. The User voluntarily and expressly accepts that the use of this Website is always at their sole and exclusive responsibility.

6.2. The User agrees not to engage in any conduct that could harm the image, interests, and rights of TWT or third parties, or that could damage, disable, or overload this Website, or that could in any way hinder its normal use.

6.3. TWT reserves the right to deny or withdraw access to this Website or to prevent the contracting of Services without prior notice, at its own initiative or at the request of a third party, to Users who breach these clauses or any specific conditions established for the use of certain services.

6.4. The User must provide personal data for the contracting of Services. The User will be responsible for providing accurate and lawful information. As a result of the contracting, the User may be provided with a password for which they will be responsible, committing to its diligent and confidential use.

6.5. The User agrees to make lawful, appropriate, and responsible use of the content and services that TWT offers through this Website.

6.6. TWT reserves the right to remove any comments and contributions that violate the dignity of the person, are discriminatory, xenophobic, racist, pornographic, harmful to youth or childhood, public order, or public safety, or that, in its judgment

7. SPAM.

7.1. The User is strictly prohibited from taking email addresses from this Website for the purpose of sending advertising or promotional communications without having been previously requested or expressly authorized by the recipients.

8. Responsibilities.

8.1. TWT will take all actions within its power to ensure the proper functioning of this Website. However, considering the nature of the Internet and that the operation of this Website may depend on the intervention of third parties, TWT is not responsible for any inconveniences that may be caused to the User due to its improper functioning.

8.2. TWT disclaims any responsibility for information published by third parties on this Website.

8.3. TWT assumes no responsibility for the contents of third parties to which this Website redirects.

8.4. In the event that the User believes that there is any content on this Website that may be illegal, they must notify it by email to the address info@thewalkertours.com.

8.5. Due to the nature of the Internet, TWT cannot guarantee the absence of elements that may disrupt your computer system or that of the User, so it assumes no responsibility for any damages and losses of any nature that may result from these disruptions.

9. Contracting Process.

9.1. These general terms and conditions are drafted in Spanish, English, French, Italian, and German.

Once the User selects a tourist Service and/or Product on the website, they will be directed to a calendar where they can select the date for the chosen service and/or product. Subsequently, the User can determine the time at which it will take place, within the availability offered on the Website, as well as the number of people, differentiating between adults and children of different ages.

Reservations are subject to acceptance by TWT, to the availability of the contracted Service and/or Product, and to the compliance and acceptance by the User of these General Conditions and the Usage Policies.

To complete the reservation, the User must complete a form where their first and last name, phone number, and email for sending the reservation voucher (hereinafter, "the Voucher") will be requested.

Once the form is completed and these General Conditions and Usage Policies are accepted, the User will be directed to the payment gateway (hereinafter, "the Gateway").

Once at the Gateway, the User will choose the payment method, and once these General Conditions, Cancellation Policy, and Usage Policies are accepted, the verification and authentication of the payment will be carried out.

Finally, the User will automatically receive a reservation confirmation at the provided email. Upon receipt of this confirmation, the binding contract (hereinafter, "the Contract") will be concluded.

Once the reservation is paid, the user must complete a form requesting personal data for all members of the reservation. Without this completed form, they will not be able to obtain the tickets to the monument in their name and will not be able to access it.

TWT reserves the right not to accept the reservation if the payment information is not approved, or if any other type of incident related to the General Conditions is detected.

When you make a transaction through our Website, we will send you a confirmation email with the transaction details. TWT recommends that the User verify the details in the confirmation message and keep a copy for their records.

9.2. Once the charge has been made by card payment for your reservation, you will receive a message confirming the reservation. This message serves as proof of your reservation.

9.3. Your tickets can be sent up to 24 hours before the start of the scheduled activity.

For bookings made less than 24 hours in advance, tickets can be sent up to one hour before your visit.

10. Payments

10.1. The following methods are allowed for the payment of Services:

PayPal Account
Credit card through Stripe
Google Pay
Apple Pay

The User who makes any payment for Services through PayPal accepts the legal agreements for PayPal services.

The User who makes any payment for Services through Stripe accepts the legal agreements for Stripe services.

The User who makes any payment for Services through Google Pay accepts the legal agreements for Google Pay services.

The User who makes any payment for Services through Apple Pay accepts the legal agreements for Apple Pay services.

11. Prices.

11.1. The prices of Services will be as stated on this Website.

11.2. The prices of the Services are indicated in the currency of the User's choice and include any applicable taxes or fees. applicable taxes or fees

11.3. The total price of Services, including taxes and applicable fees, will be indicated to the User prior to proceeding with the hiring and payment.

11.4. The information provided about Services may contain typographical errors beyond the control of TWT, which will be promptly corrected upon detection. If the typographical error pertains to prices and the User has contracted any of them as a result of the error, they will be immediately notified and allowed to cancel their contract at no cost.

11.5. TWT reserves the right to modify the prices of Services at any time.

12. Cancellation, withdrawal, and refund policy.

For all Services:

As detailed in the European Law for the Defence of Consumers, the right of withdrawal may not be applied when the service has been fully or partially completed if the consumer has given his prior express consent and acknowledges that he will lose his right of withdrawal once the contract has been fully executed by the seller, i.e. at the time of purchase. Under the provisions of Article 103.l) of the General Law for the Defence of Consumers and Users, once the Purchase has been made, THE RIGHT OF WITHDRAWAL CANNOT BE AFFORDABLE as these are services related to leisure activities that provide for a specific date or period of execution.

Failure to show up for a visit or to show up after the tour start time, as well as failure to carry your ID card or passport for visits that include entrance tickets to the monument/museum will not entitle you to any refund of the amount of the purchased services.

Services that include entrance tickets to the monument/museum or audio guides:

Once the booking has been made, as published on the website and explicitly accepted during the purchase process, including the last step in which the acceptance of the cancellation and withdrawal policy and the terms of the contract are marked:

Due to the nature of the services offered, NO MODIFICATION OR CANCELLATION IS ALLOWED once the purchase of the service (hereinafter, the Purchase) has been made.

No modification of names, dates or time will be allowed.
Tickets cannot be cancelled or refunded, so you are not entitled to any refund.
From the moment the reservation request is made, IT CANNOT BE MODIFIED OR CANCELED, AND NO REFUND WILL BE GIVEN.
According to the Resolution of January 16, 2020, of the Patronato de la Alhambra y Generalife, which agrees to publish the Regulations for Visits, Marketing, and Other Public Uses of the Monumental Complex of the Alhambra and Generalife and its assigned assets, it is communicated that purchased tickets are non-refundable, except in the following cases:

When the visit has not been possible due to a reason attributable to the PAG. Patronato de la Alhambra y Generalife.
When any of the circumstances established in Article 35 of Decree 40/2017, of March 7, which regulates the organization and operation of the General Treasury of the Junta de Andalucía and the collection management, occur.

In the event that a purchased service cannot be provided due to the closure of the monument, you will be entitled to a full refund, which will be made using the same method used for the payment of the ticket.

Under no circumstances will the refund of the management fee established in the ticket management and sales system proceed.

Similarly, according to Law 3/2014 of March 27, which amends the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of November 16, once the Purchase is made, YOU CANNOT EXERCISE THE RIGHT OF WITHDRAWAL as these are services related to leisure activities that foresee a specific date or period of execution.

Under no circumstances will the amount of the management fee established in the ticket management and sales system be refunded.

Services that DO NOT include tickets to the monument/museum or audioguides:

You can cancel your reservation up to 24 HOURS before departure for a full refund.

*IMPORTANT: Cancellation fees will be charged from the moment the request is made.*

In case of a pandemic or other force majeure reasons beyond our control that prevent the service from being carried out, the amount you have paid will be made available to you through a voucher to be used for any of our products within 2 years, and not with the transfer of the paid money.

To request changes or cancellations, please send a written request to the following email address: info@thewalkertours.com

13. User Obligations and Returns.

In compliance with the Guidelines and Recommendations for Museums and Heritage Sites prepared by ICTE (Spanish Tourism Quality Institute, Ministry of Industry, Trade, and Tourism), and BOE 138 of May 16, 2020, and May 30, 2020.

Tickets to the monument will be exclusively nominative.

13.1. Upon completing the reservation process, the User is asked to fill out a mandatory personal data form in order to access the monument.

13.2. The User is responsible for completing and submitting the mandatory personal data form for monument access. If the User does not submit their personal data, TWT is not responsible, and the User will not be able to access the monument due to reasons beyond TWT's control, and the User's reservation is non-refundable.

13.3. If the User does not submit the requested personal data within thirty (30) minutes of making the reservation, there may not be availability for monument access tickets. In this case, the User will be offered various alternatives to visit the monument. In any case, the User's reservation is non-refundable.

13.4. If the User submits their personal data more than thirty (30) minutes after making the reservation, TWT is not responsible for the availability of monument access tickets, and the User's reservation is non-refundable.

13.5. The User is responsible for providing a valid email address for receiving reservation information and monument access tickets. If the User provides an incorrect and invalid email address, they will not receive information about their reservation or monument access tickets. In this case, TWT is not responsible for the information provided by the User, and the reservation is non-refundable without the right to a refund.

14. Complaints.

14.1. In the event that the User wishes to make a complaint to TWT, they can send it to the email address info@thewalkertours.com.

14.2. To process a complaint, the User must provide their full name, contact email, and an explanation of the facts that motivate the complaint. They must also provide any supporting documentation or evidence that they consider appropriate.

14.3. TWT will respond to the User's complaint within a maximum period of one (1) month from receipt.

14.4. The User can also file complaints with the relevant consumer protection authorities.

15. Applicable Law and Jurisdiction.

15.1. These terms and conditions are subject to the legislation of the United States.

15.2. Any dispute, controversy, or claim arising out of or relating to these terms and conditions will be submitted to the courts and tribunals of the United States.

15.3. In the event that the User resides outside the United States, the courts and tribunals of the United States will have exclusive jurisdiction over any dispute, controversy, or claim arising out of or relating to these terms and conditions.

16. Contacts.

16.1. To contact TWT, you can do so through the following means:

Postal Address: 1000 N. West Street, Suite 1200, Wilmington, Delaware, 19801, United States of America.
Phone: (Only WhatsApp) / +1 302 772 8277 / +1 786 761 7802
Email: info@thewalkertours.com