TERMS AND CONDITIONS

The following contractual document governs the purchase of services through the website https://www.entradasalcazarsevilla.es/es, owned by Special Plans 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 legal capacity to 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 user, in their own name or on behalf of the person(s) they represent, accepts these general conditions.

GENERAL INFORMATION

Special Plans S.L. is a digital platform that allows the user to access all information related to the tours offered and to conveniently manage the required reservation. Reservations will only be valid for users who have fully accepted the general and specific terms and conditions of sale; without such acceptance, it will not be possible to formalize the reservation process.

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

The purchase procedure will be carried out in Spanish, English, Italian, German and French. According to the regulations of the Alcazar, 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 Interior of each country for all visitors to the monument at the time of making the reservation.

These data may be provided through the website or, once payment has been made, you will receive an email to identify your companions quickly and easily.

Access to the premises will be through scanning the visitors’ ID or Passport. For this reason, the ID or Passport must be original and the same as the one provided when making the reservation.

Tickets are nominative. Alcazar staff will verify this information. If it does not match, Alcazar staff will not allow access to the monument. Special Plans cannot intervene in this matter as it is a regulation of the Alcazar.

IDENTITY OF THE PARTIES

On one hand, the provider of the goods purchased by the user is Special Plans S.L. (CIAN AN - 186661-1) as an online travel agency, with registered office at C/ Pavaneras N3, (Local Bajo) 18009, Granada, Spain, Tax ID: B-19571090, customer service phone number 958 049 160 and/or email info@specialplans.es. 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.

PURPOSE OF THE CONTRACT

The purpose of this contract is to regulate the purchase relationship established between the provider and the user when the latter 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 reservations 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 those 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 reservation will be subject. However, if the service is cancelled for any reason, the customer will be notified as soon as possible by telephone and/or email. We are available to clarify any questions that may arise. All contracted services are subject to cancellation fees from the moment the reservation is paid. Fees may vary depending on the providers, and their amounts depend on the advance notice with which the cancellation is communicated.

Modifications to the reservation:
The request 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, Special Plans S.L. cannot guarantee availability for the new request or its conditions until consulting with the wholesaler or reviewing available places. This request will be forwarded to the corresponding company and, once a response is received, the customer will be informed for their knowledge and subsequent decision.

Modifications after the start of the contracted service:
If any modification to the terms of the contract is requested once the service has begun, Special Plans S.L. undertakes to try to satisfy the user’s requests with all means available. Any modification that implies new conditions will be offered to the user beforehand so that they may accept them if they agree.

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

Cancellations may occur due to:
Termination of the contract due to reasons attributable to the organiser or cancellation of the tour. If the consumer or user decides to terminate the contract because essential modifications exist in the tour or because the tour is cancelled before the agreed departure date for reasons not attributable to the consumer, they will be entitled, from the moment the contract is terminated, to a refund of all amounts paid or to the performance of another tour of equivalent or superior quality whenever possible.
If the traveller terminates the tour before its start or does not accept a substitute tour, all payments made by the traveller or by a third party on their behalf will be refunded without undue delay and, in any case, within no more than fourteen calendar days from the date of termination. If the alternative trips offered are of inferior quality, the consumer will be refunded the price difference when applicable.

Cancellation fees

These fees will be detailed in each contracted tour, depending on the tour and the advance notice with which the cancellation is made. In case of cancellation, the corresponding fees will apply, whether partially or fully cancelled. 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, with amounts varying depending on the advance notice relative to the departure date.

RIGHT OF WITHDRAWAL FOR TOURS OR OTHER LEISURE-RELATED SERVICES

If the user cancels an activity related to leisure services, we advise the customer to carefully read the specific tour information. If no specific cancellation policy exists for the product or service, the product or service will be non-cancellable, non-modifiable and therefore non-refundable. If specific conditions exist for the service or product, these will apply and prevail over the general cancellation policy indicated here.

Refunds due to service error.
Refunds arising from a service error. In such cases, we commit to replacing the service with another identical one whenever possible. If the replacement cannot be made, the amount will be refunded using the payment method indicated by the customer.

RIGHT OF WITHDRAWAL FOR OTHER PRODUCTS OFFERED ON THE WEBSITE

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 you notify us of your intention to return the product(s) within 14 calendar days of receipt.
The amounts paid for the item(s), as well as the initial shipping cost (if applicable), will be refunded. The consumer will only bear the direct cost of returning the goods, as permitted by Article 108.1 of the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws. However, if the consumer has expressly selected a delivery method different from the least expensive ordinary delivery method, Special Plans S.L. will not be obliged to reimburse the additional costs resulting from this choice.

In which cases related to our activity, according to Article 103 on exceptions to the right of withdrawal, we do not accept returns:

The right of withdrawal shall not apply to contracts relating to:

The supply of goods or 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, and if the contract imposes a payment obligation on the consumer, when performance has begun with the consumer’s express prior consent and acknowledgment that they will lose their right of withdrawal once the contract has been fully executed.
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 for the supply of such publications.
The supply of digital content not provided on a tangible medium when performance has begun with the consumer’s express prior consent and acknowledgment that they thereby 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 on the consumer, when the following conditions are met:
1. 1. The consumer has given prior consent to begin performance during the withdrawal period.
2. 2. The consumer has acknowledged that they thereby lose their right of withdrawal.
3. 3. The trader has provided confirmation.

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 requested, in the case of sales contracts, or:
1. 1. In the case of delivery of multiple goods ordered by the consumer in the same order and delivered separately, the day on which the consumer or a third party indicated by them acquires material possession of the last of the goods.
2. 2. In the case of delivery of a good consisting of multiple components or pieces, the day on which the consumer or a third party indicated by them acquires material possession of the last component or piece.
3. 3. In the case of contracts for the periodic delivery of goods over a defined period, the day on which the consumer or a third party indicated by them acquires material possession of the first of those goods.

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

Special Plans S.L. will refund all payments received from the consumer, including delivery costs where applicable, without undue delay and, in any case, within no more than 14 calendar days from the date on which we were informed of the consumer’s decision to withdraw from the contract.

Case 2: Returns due to product error.
If you consider that, at the time of delivery, the product does not conform to the order, you must contact us through the available channels, where we will inform you how to proceed. Returns resulting from a service error will be handled by replacing the product with another identical one whenever possible. If replacement is not possible, the full amount will be refunded, including shipping costs and any costs incurred for the return. Amounts paid for products returned due to defects or faults, when such defects genuinely exist, 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 one indicated by the consumer.

Steps to exercise the right of withdrawal:
To exercise the right of withdrawal, you must notify us by phone at 958 049 160 and/or email at info@specialplans.es of your decision to withdraw from the contract through an unequivocal statement (for example, a letter sent by post or email). You may use the withdrawal form template, although its use is not mandatory.

Download withdrawal form

Special Plans S.L. — Registered address: C/ Pavaneras N3, (Local Bajo) 18009, Granada, Spain. 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 date on which we were notified of the intention to withdraw. You may send the product back on your own, via Correos or through the transport company of your choice. For any questions regarding the return, you may contact our customer service number or email info@specialplans.es.

Optional services and products
We occasionally offer services and products (in combination with the selected tour), such as show tickets, books and items related to Nasrid culture. Each product includes a description. Products that are not show tickets are subject to the right of withdrawal, as detailed in these terms and conditions. Free collection of such products will take place at C/ Pavaneras N3, (Local Bajo) 18009, Granada, Spain (open from 10:00 to 18:00). For optional services related to shows, the ticket will be generated automatically.

Special services required by the user:
If any passenger requires special services or assistance, they must inform the agency as soon as possible so that the information can be forwarded to the appropriate party or the service can be arranged. In the case of reduced mobility, the user must indicate the type of service needed, whether they can climb stairs, etc. It is the user’s responsibility and mandatory to indicate whether they wish to confirm the reservation even if the requested service is denied by the provider. The reservation will not be confirmed until this information is provided, regardless of the status of the requested service.

Relevant information to consider in any of our services:
Age restrictions: All groups of minors must be accompanied by responsible adults.
Excursions: To participate in any excursion, it is essential to present a Passport/ID for each traveler. Failure to provide this document in the required time and manner will result in loss of the reservation/payment.

CLAIMS.
If the claim is related to any of the contracted services, you may contact us via email at info@specialplans.es or by calling 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 will be indicated before starting the purchase. The currency used will be exclusively the euro.

You must select the tour you wish to purchase and click “book now” to view its characteristics and details, where you may select the number of units you wish to request. You must review all characteristics of the service in its description beforehand. Carefully check the tour details to understand the special conditions before purchasing; these conditions are available in each tour description.

Once informed of all the characteristics of the tour, if you decide to continue with the purchase process, you will have access to a calendar where you can select available dates. After selecting the date, tour, language and number of people, you must click the “book now” button.

All tickets included in the “cart” may be removed if indicated. If you modify any entered data, the summary displayed on the screen will update automatically.

When purchasing the tour, you may, if you wish, add optional services and products (show tickets, books, items related to Nasrid culture). Each product includes a description. Free collection of such products will take place at Ábside Shop, Calle Cárcel Baja 2, 18001 Granada (open from 10:00 to 20:00).

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

You will then have the option to enter coupon codes, if available, to apply discounts. Discount codes are provided to customers and have an expiration period and minimum amount. If the user has a discount code, it must be entered before payment for the discount to be applied. If not entered, the discount cannot be applied.

Orders will only be processed once the user has provided all necessary data, including credit card details, and has previously accepted the general terms of sale and the corresponding privacy policy. The tour purchase will be completed once the user has made full payment and it has been received by the provider. Until then, the purchase will not be considered complete.

Once all your data has been verified as correct, you must click the checkbox intended to complete the purchase (“pay”). You must accept the terms and conditions of purchase and, beforehand, the privacy policy.

The contracting platform will inform the user once the purchase process has been completed, and you will receive an email containing all the details, price, date of purchase and tickets. This document serves as confirmation that the purchase has been successfully completed and acts as proof for any claim. If you do not receive this email, please check your “junk mail” or “spam” folder. If it is not there, we kindly ask you to notify us as soon as possible so we can resolve the issue.

Special Plans S.L., in accordance with the stated privacy policy, will guarantee the confidentiality of your data. For any questions regarding your order, you may contact customer service at 958 049 160 or via email at info@specialplans.es.

If for any reason the reservation cannot be completed, the amount paid will be refunded using the same payment method used by the customer or any other method of their preference. You may call us at 958 049 160 and/or write to info@specialplans.es.

Payment methods:
a) Payments by credit/debit card: in this type of payment, the customer will access a secure and controlled environment in which they will provide their card details directly to the entity, connecting with their bank to authorize the transaction. In this way, the payment is made directly, legitimately and securely, maintaining the privacy of the card information at all times.

Security:
The company uses the highest commercially available security measures. The payment process operates on a secure server using the SSL (Secure Socket Layer) protocol. The secure server establishes an encrypted connection ensuring that the information is only intelligible to the customer’s computer and the website’s server. By using the SSL protocol, the following is guaranteed:

1. That the Customer is communicating their data to the COMPANY’s server and not to any other party attempting to impersonate it.
2. That data transmitted between the Customer and the COMPANY’s server is encrypted, preventing possible reading or manipulation by third parties.

Offers and promotions:
Offers and promotions on this website will be accompanied by the corresponding information next to the offered service. You will be able to view this information, the validity period, and the characteristics and conditions of the offer or promotion. Price reductions will be clearly displayed, alongside the usual price and without overlapping the reduced price.

Tour execution
Special Plans S.L. will be jointly responsible for the correct performance of the tour services included in the contract, regardless of whether these services are carried out by them or by other providers.

Users must inform, without undue delay and taking into account the circumstances of each case, of any lack of conformity observed during the execution of a tour 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, taking into account the seriousness of the lack of conformity 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, if possible of equivalent or superior quality, to allow the continuation of the tour, even when the return to the place of departure cannot be carried out as agreed. If the proposed alternatives result in a tour of lower quality, an appropriate price reduction will be applied.

COMMENTS, SUGGESTIONS, COMPLAINTS AND CLAIMS

Your comments and suggestions are welcome. We kindly ask you to send such comments and suggestions, as well as any inquiries, complaints or claims, via email.

Additionally, we have official complaint forms available to consumers and users. You may request them by calling 958 049 160 and/or emailing info@specialplans.es.

Your complaints and claims submitted to our customer service will be handled as quickly as possible and, in any case, within a maximum period of one month. They will also be recorded with an identification code that will allow you to track them.

Applicable law and jurisdiction
This website is subject to Spanish legislation and, 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. This clause of express submission to the courts of Granada shall not apply in disputes with users who, according to current legislation, are considered consumers; in such cases, the provider and the user agree to submit any dispute to the courts where the user is located.

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

If you disagree with the contracted products or services and are a customer belonging to the European Union (except Spain), you may use the following link to file the appropriate complaint: http://ec.europa.eu/consumers/odr/

Download terms and conditions