General Terms and Conditions
1. Company identification
These General Terms and Conditions govern the purchase and provision of the tourism services marketed by VIATERNUM TOURS SERVICES, S.L. through the website https://alhambraticketsonline.org/.
The company’s identification details are:
- Registered company name: VIATERNUM TOURS SERVICES, S.L.
- Trading name: Viaternum Tours.
- Tax identification number (NIF): B56273683.
- Registered office: Avenida de Noalejo, No. 25, 18569 Montillana, Granada, Spain.
- Commercial Register: Granada, volume 1842, folio 162, section 8, company register sheet GR-59683, entry 1.
- Telephone: +34 687 08 12 42.
- Email: [email protected].
- Website: https://alhambraticketsonline.org/
Hereinafter, VIATERNUM TOURS SERVICES, S.L. shall be referred to as “VIATERNUM TOURS” or “the company”.
VIATERNUM TOURS is a private, independent company engaged in organising and marketing guided tours and tourism experiences.
The company does not form part of the Patronato de la Alhambra y el Generalife (the governing body of the Alhambra and Generalife) and has no institutional affiliation with that body. This website is not an official sales channel of the Patronato.
2. Purpose and scope
These terms and conditions govern the rights and obligations arising from bookings for guided tours, cultural experiences and other tourism services offered by VIATERNUM TOURS.
Bookings may be made:
- Directly through the VIATERNUM TOURS website.
- Through the FareHarbor booking engine.
- Through intermediary tourism distribution platforms.
- Through other booking channels made available by the company.
Making a booking constitutes acceptance of the general and specific terms and conditions made available to the consumer before entering into the contract.
Where an activity has its own specific terms and conditions, these shall supplement these general terms and conditions.
Under no circumstances may clauses be introduced that restrict the non-waivable rights recognised by consumer legislation.
Where a booking is made through an intermediary platform, the specific terms communicated during the purchase process may also apply, provided that they are legally valid.
3. Description of tourism services
VIATERNUM TOURS markets various types of tourism and cultural activities.
The specific features of each service will be stated in its information page before the contract is concluded.
3.1. Full guided tour of the Alhambra
This option includes the services of a licensed tourist guide and admission to the areas expressly included in the booking, which may comprise:
- Nasrid Palaces.
- Alcazaba.
- Generalife and its gardens.
- Palace of Charles V.
- Other areas included in the activity itinerary.
The usual duration is approximately three hours, unless a different duration is expressly stated.
Admission to the Nasrid Palaces is subject to the time slot specified on the corresponding tickets.
3.2. Guided tour excluding the Nasrid Palaces
This option includes only the areas and services stated in the activity description.
This tour does NOT include admission to the Nasrid Palaces.
This exclusion will be communicated clearly and prominently before the booking is made.
The usual duration of this option is approximately two hours, unless the product information page states otherwise.
3.3. Guided tours without admission tickets
Where an activity is expressly marketed without admission tickets, the price covers the guide service and the other services stated in its description.
The customer must hold the valid tickets required for the booked itinerary.
This requirement will be expressly communicated before payment is made.
3.4. Private tours and special experiences
Private, customised or special tours are governed by the specific features of the activity booked.
These terms may include provisions concerning the number of participants, language, duration, itinerary, additional services and specific amendment or cancellation conditions.
3.5. Audio-guided experiences
Where digital audio-guided experiences are marketed, the services included, the corresponding admission tickets and the necessary technical requirements will be expressly stated.
An audio-guided experience will not be considered equivalent to an in-person guided tour unless the customer expressly accepts that alternative.
4. Pre-contractual information
VIATERNUM TOURS undertakes to provide clear, accurate, understandable and sufficient information about the essential features of the services offered.
Before confirming a booking, the consumer will have access to information concerning:
- Activity type and description.
- Areas and services included and excluded.
- Start date and time.
- Approximate duration.
- Language of the activity.
- Meeting point.
- Number of participants.
- Total price, including applicable taxes and additional charges.
- Payment methods.
- Ticket delivery procedure.
- Identification and admission requirements.
- Cancellation, amendment and refund conditions.
- Information on the statutory right of withdrawal.
The consumer may review their booking details and correct any errors identified before completing the booking process.
The advertised features and the specific terms accepted shall form part of VIATERNUM TOURS’ contractual obligations.
5. Booking procedure and conclusion of the contract
Bookings made through the VIATERNUM TOURS website are managed through FareHarbor or other duly identified technology systems.
The usual booking procedure comprises:
- Selecting the tourism activity.
- Choosing the date and time.
- Selecting the number of participants.
- Entering the necessary personal details.
- Reviewing the services booked and the total price.
- Reading and accepting the applicable terms and conditions.
- Making payment.
- Receiving the booking confirmation.
The booking is confirmed and payment is taken upon successful completion of the booking procedure.
Confirmation and payment formalise the corresponding contractual relationship.
The purchase or issue of the necessary named admission tickets may take place after the booking has been finalised, in accordance with the procedures and sales periods established by the monument’s managing body.
This does not remove VIATERNUM TOURS’ obligation to provide the service booked or the consumer’s rights where it cannot be provided on the agreed terms.
The booking process may be available in different languages. The legally required pre-contractual information will be provided at least in Spanish, without prejudice to its availability in the language used during the booking process.
The company will retain booking records and confirmations for the periods required by law. The customer may request information about their booking through the available contact channels.
6. Prices and payment methods
Activity prices will be shown in euros (€), unless expressly stated otherwise.
The total price will include the applicable taxes and charges for the service booked.
Prices may vary depending on the date, season, activity type, number of participants and other features of the activity.
The final price will be shown before payment is made.
As a general rule, payment for bookings managed through FareHarbor will be taken when they are confirmed.
The customer may use the payment methods available during the booking process.
Transactions may be processed by external technology providers specialising in electronic payments.
The involvement of these providers does not exclude VIATERNUM TOURS’ legal obligations in relation to the services booked.
No additional charges will be applied unless they have been communicated to and accepted by the consumer in advance.
The customer may request an invoice for the services purchased.
7. Booking confirmation
Once payment has been completed and the contract concluded, the customer will receive a booking confirmation by email or another legally recognised durable medium.
The confirmation will include or identify, as appropriate:
- Booking reference.
- Activity booked.
- Date and time.
- Number of participants.
- Amount paid.
- Meeting point.
- Information needed to take part in the tour.
- Applicable contractual terms and conditions.
The booking confirmation issued by FareHarbor does not necessarily constitute an admission ticket to the monument.
Where admission tickets are included, they will be provided in accordance with the procedure communicated for the activity.
The customer must check the information received and report any errors as soon as possible.
8. Named admission tickets and identification
Admission tickets to the Alhambra and Generalife monumental complex are issued in the holder’s name, are personal and are non-transferable.
The necessary identification details of each participant may be requested to issue and manage the tickets, such as:
- Full first name(s) and surname(s).
- National identity card (DNI), passport or other accepted document number.
- Nationality, date of birth or other details required for the relevant admission category.
The customer must provide accurate information relating to the people who will actually take part in the tour.
All participants must present their original, valid national identity card (DNI) or passport, and its details must match those used to issue their tickets.
Discrepancies between the visitor’s identification document and the ticket details may prevent admission to the monument.
Where an error results from incorrect information provided by the customer, any correction will be subject to the procedures and restrictions of the monument’s managing body.
Where an error is attributable to VIATERNUM TOURS, the company will take reasonable steps to correct it and will be liable in accordance with applicable law.
Changes to identification details after tickets have been issued will be subject to the conditions established by the Patronato de la Alhambra y el Generalife.
9. Ticket delivery and admission to the monument
Where admission tickets are included in the service booked, VIATERNUM TOURS will arrange their delivery or make them available in accordance with the instructions communicated to the customer.
As a general rule, tickets will be provided by the guide or company representative at the relevant meeting point.
Tickets will grant admission only to the areas included in the option booked and during the authorised time slots.
The customer must retain their ticket throughout the tour and show it, together with their original identification document, when requested by authorised staff.
Admission to certain areas, particularly the Nasrid Palaces, is subject to specific entry times that must be observed.
10. Meeting point and punctuality
The meeting point and start time will be communicated in the booking confirmation and, where appropriate, in subsequent communications.
Participants must attend at the specified location; arrival at least 10 minutes in advance is recommended.
Punctuality is particularly important because of the monument’s admission time slots and the organisation of group tours.
The guide must comply with the activity schedule and the admission conditions established by the monument.
Where a participant arrives late for reasons not attributable to VIATERNUM TOURS, the company will try to help them join the group where reasonably possible.
The possibility of joining the group will depend on the guide’s location, the itinerary, authorised time slots and admission restrictions.
The company does not guarantee that participants arriving after the activity has started can join if this is incompatible with its organisation or the monument’s conditions.
11. Late arrivals and no-shows
A participant will be considered a no-show if they are absent from the communicated location at the communicated time, provided that VIATERNUM TOURS has fulfilled its obligations and the service was available to be provided.
Non-attendance for reasons attributable solely to the customer will not, in itself, create an automatic entitlement to a refund.
Where a participant arrives after the group has departed, they may request information about the possibility of joining the tour.
VIATERNUM TOURS will try to facilitate this where circumstances permit, without being obliged to interrupt the service for the other participants indefinitely.
If a customer voluntarily leaves a tour after it has started, this will not automatically create an entitlement to a refund for services actually provided or made available to them in accordance with the contract.
These situations will be assessed in light of the particular circumstances and the rights recognised by current legislation.
12. Changes requested by the customer
The customer may request changes to the date, time, language, number of participants or identification details.
Such requests must be communicated as far in advance as possible.
Acceptance will be subject to:
- Availability of the service.
- The characteristics of the tickets purchased.
- The possibility of amending named admission tickets.
- The organisation of guides and groups.
- The specific terms and conditions of the booking.
Changes will not be confirmed until they have been expressly accepted by VIATERNUM TOURS.
Where a change requested by the customer involves a price difference or legally permissible additional costs, the customer will be informed before their acceptance is obtained.
The inability to make a change requested by the customer will not automatically entitle them to cancel the booking without the corresponding voluntary cancellation conditions applying.
13. Voluntary cancellation policy
The following conditions govern cancellations requested voluntarily by the customer.
13.1. Cancellations at least 24 hours in advance
The customer may voluntarily cancel their booking at least 24 hours before the start time of the activity booked.
In these cases, 50% of the total amount paid for the booking will be refunded.
The amount retained reflects the financial and organisational commitments associated with confirmed bookings, including:
- The purchase of named admission tickets which, once issued, are not eligible for a standard refund from the Patronato de la Alhambra y el Generalife.
- Financial commitments arising from arranging and organising tourist guide services.
- The administration, marketing and intermediary costs actually applicable.
- Commercial losses that may arise from holding places that are subsequently cancelled, including the possible loss of other booking opportunities.
The application of this policy is subject to the proportionality limits established by consumer protection legislation.
13.2. Cancellations less than 24 hours in advance
Voluntary cancellations made less than 24 hours before the activity starts will not qualify for a standard refund of the amounts paid.
This is without prejudice to the consumer’s statutory rights and any circumstances that must be assessed under applicable law.
13.3. Calculation of the cancellation period and cancellation requests
The cancellation period will be calculated by reference to the activity’s start date and time, using local time in Granada, Spain.
To request a cancellation, the customer may contact VIATERNUM TOURS by email at [email protected], quoting their booking number.
For bookings made through intermediary platforms, the cancellation procedures established by those platforms may also be used.
The date and time at which the cancellation request is validly received through the relevant designated channel will be taken into account.
13.4. Bookings through intermediary platforms
Where the booking has been made through GetYourGuide, Viator, Tiqets or another intermediary platform, the specific cancellation conditions communicated and accepted during the booking process will be honoured, provided that they comply with applicable law.
This voluntary cancellation policy will not apply where VIATERNUM TOURS breaches its contractual obligations or is unable to provide the service booked.
14. Statutory right of withdrawal
Under Article 103(1) of Royal Legislative Decree 1/2007 of 16 November, the statutory right of withdrawal does not apply to certain services relating to leisure activities where the contract provides for a specific date or period of performance.
VIATERNUM TOURS’ guided tours and tourism experiences booked for a specific date and time generally fall within this exception.
Consequently, these activities are not subject to the statutory 14-calendar-day right of withdrawal generally established for certain distance contracts.
This exception does not restrict the commercial cancellation terms expressly offered by VIATERNUM TOURS.
Nor does it affect the consumer’s statutory rights where the company breaches its obligations, cancels the activity or introduces substantial changes that the customer does not accept.
15. Changes to the schedule or itinerary by VIATERNUM TOURS
Organisational reasons, capacity restrictions, decisions by the competent authorities or circumstances relating to the provision of the service may give rise to situations requiring changes to certain aspects of the tour.
VIATERNUM TOURS will communicate changes as far in advance as reasonably possible.
Minor adjustments that do not substantially alter the content or essential features of the service will be managed with due regard for the consumer’s rights.
Where a substantial change is necessary, such as:
- Excluding key areas included in the booking.
- Replacing a guided tour with an audio-guided experience.
- Significantly changing the booked schedule.
- Materially reducing the services provided.
VIATERNUM TOURS will inform the customer of the circumstances and the available alternatives.
Substantial changes that involve replacing the service booked will require the consumer’s express acceptance.
A failure to respond will not automatically be interpreted as acceptance.
Where the service booked cannot be provided and the customer does not accept an alternative, their statutory rights to terminate the contract and obtain a refund will be respected.
16. Issues relating to the Nasrid Palaces
The Nasrid Palaces are among the areas of the monumental complex subject to specific admission times and capacity restrictions.
Where the option booked includes admission to the Nasrid Palaces, that admission will constitute an essential element of the service.
If circumstances arising after the booking make it impossible to provide the service including that admission, VIATERNUM TOURS will inform the customer and offer the available alternatives.
These alternatives may include:
- Rescheduling the full tour for another date or time.
- Taking the guided tour of the rest of the monumental complex and entering the Nasrid Palaces at another time, subject to availability and the customer’s acceptance.
- Taking a guided tour excluding the Nasrid Palaces, with an expressly agreed price reduction.
- Terminating the contract where the essential service booked cannot be provided.
Replacing a full tour with one excluding the Nasrid Palaces may not be imposed unilaterally on the consumer.
Where the customer expressly accepts an alternative with fewer services, its terms and the corresponding partial refund must be clearly agreed.
If the customer does not accept the proposed alternative and the service booked cannot be provided, the contract will be terminated and a full refund issued where legally required.
17. Cancellations by VIATERNUM TOURS
In certain circumstances, VIATERNUM TOURS may be unable to provide an activity that has been booked.
Such circumstances may include:
- The necessary tickets being unavailable in practice.
- Closure of the monument or admission restrictions.
- Decisions by the competent authorities.
- Technical or administrative issues preventing provision of the service.
- Extraordinary circumstances affecting safety.
- Insufficient participants, where the existence of a minimum participant requirement has been communicated in advance.
- Other circumstances preventing performance of the service booked.
Where it becomes impossible to provide the service, the company will inform the customer as soon as it becomes aware of this.
VIATERNUM TOURS may offer alternative dates, times or activity options where feasible.
The customer may accept or reject the alternatives offered.
If VIATERNUM TOURS cannot provide the service booked and the customer does not accept an alternative, the amounts paid will be refunded in full where termination of the contract is appropriate, without prejudice to any other rights to which the customer may be legally entitled.
Cancellation of the service by the company will not be subject to the penalties established for customers’ voluntary cancellations.
18. Refunds and repayments
Where a refund is due, VIATERNUM TOURS will arrange repayment of the corresponding amounts without undue delay and within the legally applicable time limits.
As a general rule, the refund will be made using the same payment method used by the customer, unless otherwise validly agreed.
Where the booking was made through an intermediary platform, the refund may be processed through that platform.
The time it takes for the refund to appear in the customer’s account may depend on the financial institution and payment provider.
Partial refunds arising from accepted changes must be clearly communicated to the consumer.
Where a monetary refund is legally due, it may not be compulsorily replaced by a voucher or credit for future visits without the customer’s consent.
Previously purchased tickets, commissions or internal costs will not exclude the consumer’s statutory refund rights where VIATERNUM TOURS cannot provide the service booked.
19. Admission and conduct rules
Participants must comply with the public visiting rules of the Alhambra and Generalife monumental complex.
These rules may include:
- Identity checks.
- Restrictions on items and luggage.
- Mandatory admission time slots.
- Capacity restrictions.
- Safety rules.
- Heritage conservation and protection measures.
The monument’s authorised staff may monitor compliance with these rules.
Where admission is refused as a result of conduct attributable solely to the customer, the consequences will be determined in accordance with the contractual terms and applicable law.
VIATERNUM TOURS will be liable where the incident results from incorrect information, errors or breaches legally attributable to it.
20. Accessibility, minors and special needs
The accessibility features of each activity will be communicated in its corresponding information page.
Certain routes may include stairs, changes in level, uneven surfaces or other architectural barriers that make access difficult for people with reduced mobility.
Customers requiring information about accessibility or assistance may contact VIATERNUM TOURS before making their booking.
The company will provide information on the features of the route and the available alternatives, respecting applicable regulations and the rights of people with disabilities.
Minors must comply with the admission and accompaniment conditions established by the monument.
Adult participants responsible for minors must supervise them throughout the activity.
Restrictions on admission with pushchairs or other devices will be those established by the monument’s managing body and will be communicated where relevant to the activity booked.
21. Audio devices and equipment provided
Audio devices, receivers, headphones or other equipment needed for the activity may be provided on certain tours.
Where these devices are provided on loan or for hire, they must be used with due care and returned in accordance with the instructions communicated to the customer.
In the event of loss, damage attributable to the user or failure to return equipment, VIATERNUM TOURS may claim compensation for proven damage or replacement amounts that have been communicated and validly accepted, without imposing disproportionate penalties.
The terms for collecting and returning equipment will be clearly communicated to the customer.
22. Extraordinary circumstances and liability
Certain circumstances beyond VIATERNUM TOURS’ control may affect the provision of the activities booked.
These may include extreme weather events, emergencies, security restrictions, exceptional closures of the monument or decisions by the competent authorities.
In such situations, VIATERNUM TOURS will take reasonable steps to inform customers and seek appropriate solutions.
The occurrence of extraordinary circumstances will not automatically result in the loss of the amounts paid or a general exclusion of liability.
Rights to terminate the contract, obtain a refund or receive compensation will be determined in accordance with the particular circumstances and applicable law.
The costs of external services booked directly by the consumer, such as accommodation, transport or other activities, do not form part of the guided tour price unless expressly agreed otherwise.
Claims relating to such costs will be assessed in accordance with the applicable legal rules on liability and damages.
VIATERNUM TOURS will be liable for breaches and damage legally attributable to it.
The involvement of technology providers, collaborating guides or intermediary platforms will not, in itself, exclude VIATERNUM TOURS’ responsibilities towards consumers.
23. Protection of personal data
Personal data provided during the booking process will be processed in accordance with Regulation (EU) 2016/679, the General Data Protection Regulation, Organic Law 3/2018 and other applicable legislation.
Data may be used to manage bookings, purchase named admission tickets, organise activities, process payments, send service-related communications and comply with legal obligations.
Where necessary to provide the service, data may be disclosed to the relevant providers and bodies in accordance with the applicable legal basis.
Full information on the processing of personal data is available in the website’s Privacy Policy: https://alhambraticketsonline.org/es/politica-de-privacidad/
24. Customer service and complaints
Consumers may contact VIATERNUM TOURS to request information, report issues or submit complaints.
The contact details are:
- VIATERNUM TOURS SERVICES, S.L.
- Email: [email protected]
- Telephone: +34 687 08 12 42
- Address: Avenida de Noalejo, No. 25, 18569 Montillana, Granada, Spain.
Complaints will be examined and handled in accordance with the procedures and time limits established by current legislation.
Consumers may request the official complaint forms provided for under the regulations of the Autonomous Community of Andalusia.
They may also refer matters to the competent consumer protection authorities and to legally applicable out-of-court dispute resolution mechanisms.
Where appropriate, VIATERNUM TOURS will provide information on the competent alternative dispute resolution bodies and its participation in the corresponding procedures.
These provisions will not restrict the consumer’s right to bring proceedings before the competent courts.
25. Applicable law and jurisdiction
These General Terms and Conditions are governed by Spanish law and the applicable provisions of European Union law.
In particular:
- Law 34/2002 on Information Society Services and Electronic Commerce.
- Royal Legislative Decree 1/2007, approving the consolidated text of the General Law for the Protection of Consumers and Users.
- Law 13/2003 on the Defence and Protection of Consumers and Users in Andalusia.
- Law 13/2011 on Tourism in Andalusia.
- Current regulations governing admission to and visits to the Alhambra and Generalife monumental complex.
- Any other legislation applicable to the services marketed.
Any disputes that may arise will be submitted to the courts and tribunals having jurisdiction under current legislation.
Where the customer is a consumer, mandatory consumer protection provisions will be respected, including the rules on court jurisdiction.
No mandatory territorial jurisdiction clause is established that restricts the consumer’s statutory rights.
26. Amendments to the general terms and conditions
VIATERNUM TOURS may update these General Terms and Conditions where necessary to reflect legislative changes, operational changes or new features of the services offered.
The current version will be available on the website, stating its update date.
Amendments will not apply retroactively to previously concluded bookings, unless validly agreed between the parties or required by an applicable legal provision.
Bookings already confirmed will be governed by the contractual terms accepted at the time of booking, without prejudice to the consumer’s statutory rights.
VIATERNUM TOURS SERVICES, S.L.
- Tax identification number (NIF): B56273683
- Avenida de Noalejo, No. 25, 18569 Montillana, Granada, Spain.
- Telephone: +34 687 08 12 42
- Email: [email protected]
- Website: https://alhambraticketsonline.org/