General Terms and Conditions
The technical organization of the services has been carried out by the Travel Agency Naturanda Turismo Ambiental S.L, with identification code CIAN 416350-2 and CIF B90054370 and Active Tourism company registered with license AT/SE/00072, with registered office in C/ Rastro 12a, 41001 Seville.
Our tourist service is subject to the provisions contained in various laws, including Law 16/1987 of July 30, 1987 on Land Transportation Management and its subsequent amendments, in Decree 168/1994 of May 30, 1994 on the regulation of travel agencies and in Regulation 21/1995 of July 6, 1995 on package tours and other current provisions. When the participants travel in vehicles with more than 9 seats including driver, the applicable law is the Decree 319/1990 of December 21, 1990, regulating the transport of passengers by road by motor vehicles, chapter IV and the service will be subcontracted to a transport company.
Naturanda offers excursions, active tourism activities and guided tours where the transportation is a complement to the main activity of tourist guide and visit of one or several destinations and the client knows or should know at all times that his voucher corresponds to the payment for one general visit and not for a transport service between one or more destinations.
In some cases Naturanda may act as an intermediary between the client and the service that will be offered by a different company.
When contracting our services, the client must be aware that the activities carried out involve associated risks. Naturanda has all the corresponding and mandatory permits and insurances to a retail travel agency and active tourism company. By contracting our activities, the client accepts that he/she will not be able to demand extraordinary indemnities in addition to those included in our compulsory insurances produced in the course of the activities or as a consequence of any traffic accident of the private transport associated to our tourist activity.
If the client finds during the excursion a reason for complaint or claim, he/she can immediately inform the person in charge of the trip (guide, companion, group leader, etc.). This will give us the opportunity to correct the possible error at once.
Naturanda reserves the right to suspend the excursions if there are justified causes or the minimum number of participants is not reached – requiring a minimum of 3 people to guarantee a language. It may be communicated to the interested party the day before the activity is to be carried out.
Naturanda also acts as an intermediary between the purchase and sale of tickets for various monuments and customers. Exercising custody of monies related to the purchase of tickets and monument activities. Purchase that is exercised by the end customer in the case of purchase of entrance tickets for monuments.
2. Conditions of use
The client must respect the safety regulations while performing the complementary private transportation. Remain seated while on the road; do not attempt to enter or leave the vehicle while it is not completely stopped; do not smoke, eat or drink inside the vehicle; respect the instructions of the guide or companion and/or driver, who are sufficiently empowered to introduce the modifications that the circumstances require or advise; do not transport animals on board. Any non-compliance with the vehicle’s safety conditions and with current road safety legislation shall be the responsibility of the occupant if he/she causes such non-compliance.
Abandonment or separation from the group for reasons not attributable to the organization does not give rise to any right to compensation. The organizer is not responsible for delays, losses, accidents or damages of any kind occurring as a result of circumstances beyond its responsibility or outside its organizational scope. The registration to any of these excursions implies the conformity and acceptance of these conditions. The organizer expressly declares its waiver to submit to the transport arbitration courts for any issue arising from the existence of this contract, unless otherwise specifically agreed.
Requests for date changes and/or modifications are subject to the availability of our suppliers. In these cases, the performance of the service cannot be guaranteed.
Occasionally, our suppliers may include changes in the dates of services, prices, modifications, legal coverage, age change requirements with effect on price changes, etc. As a result Naturanda reserves the right to cancel, change and/or substitute services, excursions or tickets. In cases where Naturanda is informed in advance, by our agents, suppliers, of a substantial change for excursions or other services, it may modify or reinstate the reservation(s) when possible.
Prices, inclusions, exclusions and payments. All the products, excursions and services offered by Naturanda are valid for the dates shown in the current year.
nature will not charge any cancellation fee for changes in the dates of reservations that were correctly made, as long as the request is received by our customer service department at least two days prior to the confirmed date for the service and/or excursion contracted. Cancellations between one and two days prior to the tour will be charged 50% of the cost of the activity and cancellations of one day or no-shows will be charged 100% of the cost of the tour.
The visits and excursions included in this program do not include any extras other than those mentioned in the program. The price of the trip has been calculated based on exchange rates, guide fees, museum entrance fees and taxes applicable on the date the program was published. Any variation in the price of the aforementioned elements may give rise to a revision of the final price, and the consumer who has already contracted the service will be notified of the modification and may withdraw from the excursion without penalty or accept the modification of the contract. Published prices include applicable VAT and these prices, schedules and itineraries may also be modified due to force majeure or sufficient cause. These trips are subject to a minimum number of participants.
The prices listed by Naturanda are per person, unless otherwise specified. Price rates are subject to change without notice, unless your reservation has already been confirmed. Prices do not include tips to guides, personal insurance policies, any items of a personal nature, nor do they include beverages or meals if they have not been previously listed in your reservation as “Included”.
nature accepts the following credit cards: Mastercard, Visa, American Express. There will be no charge in the online payment process. Payment of the requested service by credit card or telepathy is required to make the reservation. No refunds will be made once the tour or service has begun.
You may receive a detailed confirmation voucher for each excursion and/or contracted services for presentation to the provider at the time of commencement of the service or activity.
Possession of the voucher entitling the customer to use the service implies the customer’s participation in this contract. The acceptance of the terms and conditions of the contract by the organizer is evidenced by its public offer and the display of these general conditions of the contract.
For security reasons, when you present the confirmation voucher to the supplier, you may be asked to show a document (ID card or passport) that identifies you. It is due to identification reasons that help us prevent fraud.
We recommend that you take out a travel insurance policy prior to your departure. Because if you cancel your services or activities and/or change the dates of your visit, many policies will reimburse you for the cost of cancellation fees as well as other added expenses.
3. Presentation in the contracted service
In order to ensure the proper functioning of the contracted service, we kindly ask you to arrive 10 minutes before the time shown on your voucher and/or ticket. your voucher and/or ticket.
A minimum of 3 people of the same language is required for the visit to take place. The tour may be cancelled or run in a larger group if this condition is not met.
Delays. Occasional delays may occur due to traffic conditions, breakdowns, communication failures, delays of other customers or other force majeure circumstances. The customer is entitled to a full or partial refund when the wait exceeds 60 minutes if he/she decides not to perform the contracted service.
Waivers and legal limits.
Under no circumstances Naturanda or its agents, affiliates, service providers, distributors, shall be liable for the following losses or damages, with respect to the following cases (unless such losses or damages were foreseeable and demonstrably attributable to Naturanda): (a) loss of information; (b) loss of reimbursements or advances; (c) loss of business; (d) loss of opportunity; (e) bad faith or reputational damage; (f) loss suffered by third parties or (g) any indirect consequences or damages arising from the misuse as to form and action.
Naturanda Turismo Ambiental S.L and its agents and suppliers regarding hotel arrangements, excursions, transportation or any service in connection with the itineraries will not be held responsible for damages, losses, losses, traffic accidents, delays or irregularities occurring during the contracted services.
Also Naturanda Turismo Ambiental S.L and its agents and suppliers will not accept any legal liability due to illness, theft, labor disputes, machinery breakdown, government restrictions, acts of war and/or terrorism, weather conditions, defects in vehicles, or related damages, not attributable to these causes mentioned above beyond what is professional service rendered.
IMPORTANT for excursions to Tangier in Morocco and Gibraltar (UK): PASSPORT REQUIRED. Valid passport and/or visa is required on the day of travel.
You MUST confirm and obtain any visa requirements prior to border crossing. All processing of any type of documentation is the complete and exclusive responsibility of the traveler. The company is not responsible for administrative processes.
4. Refund and cancellation policy of the tours
->As a general rule all our activities have a free cancellation policy up to 24 hours before the tour. In the case of Grenada this free cancellation policy is 48 hours.
For cancellations or refunds with less notice:
Rules for regular excursions.
The general rule is to wait 10 minutes at the meeting point for all customers. After 10 minutes and after having called them when they have not shown up at the correct time, as a general rule, they will be considered as no-shows and the amount of the excursion will be forfeited if the delay was due to the client’s fault.
In these cases they have the possibility of:
- Do another excursion scheduled for this day that has not yet left or a guided tour of equal or lesser value.
- Doing the excursion another day if we have availability in the case of Pueblos Blancos, Doñana, Italica will be free of charge. In case of Cordoba you will have to pay 20 euros extra, in case of Granada you will have to pay 65 euros, in case of Gibraltar you will have to pay 40 euros, in case of Tangier you will have to pay 80 euros.
- For the Madrid excursions, you can do Guadarrama another day if you pay 35€, in case of Toledo, Avila and Segovia you can do the monumental tour.
-> Last minute cancellations for reasons beyond the client’s control.
- Failure to carry passport or vaccination certificate or documentation required to enter Morocco or Gibraltar, no refund will be admitted.
- If you do not do the tour, you will be refunded 40% of the price, if you want to do it another day you will have to pay 40% of the price, you can also get a voucher with 60% of the value of the activity to redeem it in any Naturanda activity. You may also take any other excursion or visit scheduled for the same day.
- If you want to do it another day you will have to pay 40% of the price, you can also get a voucher with 60% of the value of the activity to redeem it in any Naturanda activity. You may also take any other excursion or visit scheduled for the same day.
- Delay or justified cancellation of the flight or train refund of 40% of the price, if you want to do it another day you will have to pay 40% of the price, you can also get a voucher with 60% of the value of the activity to redeem it in any Naturanda activity. You may also take any other excursion or visit scheduled for the same day.
- Justified serious hospitalization or death of a family member 100% of the activity is refunded.
In all these cases, the client must have given at least one hour’s notice before the tour begins.
Reimbursements due to company failures.
- Excursion can not be done in the selected language and customer has not been warned 50% refund, or we offer a free activity the next day in your language if possible. If the client is warned and does not accept the activity, we will make a 100% compensation of .
- Customer is not picked up due to a failure of the company or unaccounted reservation or 100% refund or performing a free scheduled activity that day and the excursion on another date.
-> we try to organize the tour the same day or if the tour takes less than 30 minutes from departure we send a cabify or cab to the first stop.
-> We try to reschedule the tour for the following day and offer a 30% compensation.
->We tried to reschedule the tour for the same day with another agency.
-> We make the return of the same on the same day, if it is from an OTA.
-> For the change from 3 to 2 cities, 46€ PVP will be refunded.
Urban routes and guided tours.
->As a general rule all our activities have a free cancellation policy up to 24 hours before the tour.
-> As a general rule we wait ten minutes, we call the client at the start time of the activity if he/she cannot be found.
If he comes late we try to meet him at a point such as the monument entrance. If the delay is more than 20 minutes you have the option to join the tour in the second part of the tour if there is one.
In the case of arriving late and not being able to do the urban route, the client will be able to do it another day if it is enchanted Madrid or Seville enchanted or paranormal or essential Madrid if there is availability without cost.
In the case of the bike tour and kayak tour to do it another day you will have to pay if you want to do it another day, you will have to pay 40% of the price. If you do not take the 40% refund tour, you can also get a voucher with 60% of the value of the activity to redeem it in any Naturanda activity. You may also take any other excursion or visit scheduled for the same day.
In the case of Sevilla Monumental or Madrid Monumental you will have to pay 50% of the activity to do it another day.
In the case of the Cathedral or Alcazar, Prado Museum or Royal Palace, a 50% deposit is required.
-> Last minute cancellations for justified reasons of the client.
- Do not carry passport or documentation required to enter the monument if you do not take the tour 50% refund
- Illness or accident with justification 50% refund
- Flight or train delay or cancellation justified refund of 50%.
- Hospitalization or death of justified family member refund of 80%.
- In all these cases, the client must have given at least one hour’s notice before the tour begins.
- We always have to try to resolve the situation without refunding the money through the ota as they charge us a high fee.
-> Last minute returns due to organizational reasons.
If in a route that includes two monuments we can only visit one, the difference between the cost of the total route and the cost of the particular route is returned.
When approves the return of an activity, we will proceed to make the refund according to the method of payment you have used.
If it is from an OTA when a return request arrives the acceptance or rejection must be made on the same day.
In the case of Alcazar Game of Thrones, if the customer takes the tour, but the visit is not themed, a refund of 25% of the price will be offered.
nature may change these terms and conditions at any time it deems appropriate, advancing these changes on the website. When contracting with Naturanda you are hereby informed of the general rules and conditions of the company.