Terms of purchase and cancellation
This English version is a translation provided for information. In case of discrepancy, the Spanish version prevails.
Terms of purchase – Bernabéu Tours
These Terms of Purchase govern the booking of the services offered by Bernabéu Tours, the owner of the business and the party responsible for providing the services booked through its website and through the booking platform used to manage those bookings.
By making a booking, the customer declares that they have read and accepted these Terms of Purchase.
1. Bookings
Bookings are made through our online booking system, managed via the FareHarbor platform.
A booking is confirmed once the booking process has been completed correctly and the corresponding payment has been made.
The customer must provide correct, up-to-date information during the booking process and is responsible for the details provided.
The prices shown during the booking process include applicable taxes. Any fees or booking charges that FareHarbor may apply are not included in the price of the Bernabéu Tours service and may appear itemised during the booking process.
2. Vehicle capacity
Our vehicles have a maximum capacity of 6 passengers per vehicle.
The maximum number of passengers stated in each booking must be respected. The vehicle's maximum authorised capacity cannot be exceeded.
If the number of people who turn up for the service is higher than the number of seats available or the number of passengers stated in the booking, Bernabéu Tours may refuse to carry the passengers who exceed the vehicle's maximum capacity. This does not give any right to a refund for unused seats or for the service not being provided under the booked conditions.
3. Children and babies
For safety reasons and because of the characteristics of our vehicles, Bernabéu Tours does not, as a general rule, recommend or accept bookings that include babies.
Before booking with babies or young children, the customer must contact Bernabéu Tours to check whether the specific conditions of the service allow the tour to go ahead.
Minors must be accompanied by a responsible adult, who will be responsible for their behaviour and safety during the activity.
4. Pets
Bernabéu Tours is a pet-friendly service.
Small and medium-sized dogs are allowed, provided their presence is compatible with safety and with the activity running properly.
The owner is responsible for the animal throughout the tour and must make sure its behaviour does not create a risk, nuisance or harm for other passengers, the driver or the vehicle.
Bernabéu Tours may restrict or refuse a pet's access when, because of its size, behaviour or particular circumstances, it considers that adequate safety conditions are not met.
5. Routes and itineraries
The routes offered by Bernabéu Tours may be changed at the customer's request whenever possible, provided the requested changes are compatible with the booked duration, traffic conditions, traffic restrictions and the operation of the service.
Any special route change must be requested in advance and is subject to availability and confirmation by Bernabéu Tours.
Route changes caused by roadworks, traffic restrictions, events, street closures, instructions from the authorities or other circumstances beyond Bernabéu Tours' control may mean changes to the originally planned itinerary.
These changes do not give the right to an automatic price reduction or a refund when the service can be provided substantially under the booked conditions.
6. Meeting point and hotel pickup
The usual meeting point for Bernabéu Tours services is Puerta del Sol, 1 (next to McDonald's), Madrid.
The customer must arrive at the meeting point early enough to start the activity at the booked time.
As an additional service, the customer may request pickup at their hotel, provided the location and the service conditions allow it.
Hotel pickup has an additional cost of €20 and must be requested and confirmed in advance.
Hotel pickup is subject to availability, accessibility and confirmation by Bernabéu Tours.
7. Punctuality and delays
The customer must arrive on time at the place and time stated in the booking.
If the customer is late, the actual duration of the activity may be shorter, because the end time will be kept whenever necessary to respect later bookings.
In the event of significant delays, Bernabéu Tours may treat the booking as a no-show when the customer cannot join the service under reasonable conditions.
Customer delays do not give the right to extend the activity or to request a refund.
8. Cancellations and refunds
The customer may cancel their booking and request a refund up to 12 hours before the scheduled start time of the activity.
Cancellations made less than 12 hours in advance are not refunded.
No refund is given in the event of a no-show.
For a cancellation to be valid, it must be made through the channels provided by the booking system or by following the instructions given by Bernabéu Tours.
Any fees or booking charges applied by the booking platform may be subject to that platform's conditions and will not necessarily be refundable.
9. Cancellation or changes by Bernabéu Tours
Bernabéu Tours reserves the right to modify, delay or cancel an activity when there are circumstances that may affect the safety of the passengers or the driver, as well as for reasons of force majeure, traffic restrictions, extreme weather, instructions from the authorities, breakdowns or other circumstances beyond Bernabéu Tours' control.
When Bernabéu Tours cannot provide the booked service and a refund is due given the circumstances of the cancellation, the customer will be informed and the conditions applicable to the booking will be followed.
10. Rules during the tour
During the service, passengers must follow the driver's instructions at all times and respect safety and traffic rules.
The following are not allowed:
- Standing while the vehicle is moving.
- Putting arms, legs, heads or other objects outside the vehicle.
- Changing seats in a way that could compromise safety.
- Any behaviour that could endanger the driver or other passengers.
- Hindering or interfering with the driving.
- Aggressive, offensive or disrespectful behaviour.
- Drinking alcohol during the tour.
- Smoking inside the vehicle.
Bernabéu Tours may end the service without a refund when a passenger's behaviour creates a safety risk, damages the vehicle or seriously disrupts the activity.
11. Damage to the vehicle
The customer is responsible for any damage that they, their companions or their pet cause intentionally or through improper use of the vehicle.
Where applicable, Bernabéu Tours may claim from the person responsible the amount needed to repair the damage.
12. Luggage and personal belongings
Our vehicles are not designed to carry large amounts of luggage.
Small bags, backpacks and personal items are allowed, provided they can be carried safely without taking up the space intended for passengers.
Bernabéu Tours is not responsible for the loss, damage or theft of personal belongings that passengers leave in the vehicle.
13. Weather
Activities normally go ahead unless the weather or any other circumstance makes it unsafe to provide the service.
Rain, heat or other usual weather conditions do not necessarily mean the activity is cancelled.
When extreme weather or safety circumstances force Bernabéu Tours to cancel or change a booking, the customer will be informed of the alternatives available.
14. Liability
The customer must use the vehicle and take part in the activity responsibly, following the driver's instructions.
Bernabéu Tours is not liable for damage resulting from incorrect or negligent use of the service by the customer or their companions, without prejudice to the rights consumers have under applicable law.
15. Acceptance of the terms
Taking a tour, whether booked in advance or purchased on the street, means that the customer has read and accepts these Terms of Purchase.
These terms may be changed when necessary to adapt them to legal or operational changes or to changes in the services offered by Bernabéu Tours.
The applicable terms are those published and in force at the time of booking.