Terms & Conditions


1. General

1.1 These terms and conditions and the privacy policy (“Agreement”) set out the basis upon which clients (“you” or “travelers”) agree to and accept the services provided by Madrid & Beyond” (“us” or “we”) for trip reservations and other travel requirements.

1.2 This Agreement shall start upon receipt by us of (i) any deposit or (ii), in the case of a late booking, upon receipt of full payment of the relevant trip. In any case, your use of our services is also confirmation that you have read and accepted these terms and conditions.

1.3 If you are travelling with other people, you agree to make all such people aware of these terms and conditions and privacy policy.

1.4 We may amend our terms and conditions at any time without notice. It is therefore important that you read these always before confirmation of your trip, even if you have used our services in the past. The most recent version of our terms and conditions can be found on this page. Should they change after your confirmation, the ones in place at the time of your confirmation will apply for your trip. 

1.5 Under the license number CICMA 3227, “Madrid & Beyond” complies with legal, financial and insurance requirements under Spanish law and travel agency regulations.


2. Intermediary relationship

2.1 We act only as the intermediary of all suppliers of accommodation, transport, tour guides, tour providers, attractions and activities and not as principal. These suppliers are independent You acknowledge and agree that we are not responsible for any loss, damage, delay, inconvenience or injury to you as a result of any act or omission of these suppliers, their employees, agents, servants, or representatives.

2.2 While we use all reasonable efforts to choose quality suppliers, and carry out regular inspection visits to ensure quality standards are maintained, no undertaking, guarantee or warranty is given or shall be implied as to the fitness or condition of any goods or services provided by the supplier including accommodation, activities, transportation, food or drink. The services provided by these suppliers are subject to the laws of the place where the services are provided, and any conditions imposed by those suppliers. You acknowledge and understand that we have no liability for the actual provision of the arrangements or services provided by these suppliers. You also understand and acknowledge that the liability of such suppliers may be limited by their terms and conditions, tariffs, conditions of carriage, tickets and vouchers, and international conventions and agreements.

2.3 Supplier pricing and availability may change without notice. You agree that we are not responsible for any errors or omissions in any quotes, advertisements, including on our website, resulting in inventory, content, or pricing discrepancies nor are we responsible for any errors or omissions that may occur as a result of incorrect information from third parties.


3. Deposit and Payment terms

3.1 All payments can be made by bank transfer or credit card (Visa, MasterCard or American Express). So as to ensure the safety of your confidential data and the proper handling of sensitive information, we only accept payments through Flywire platform. Details on how to proceed will be communicated to you in due course.

3.2   Except in the case of Late Bookings (see section 3.4 of these terms and conditions), a deposit of 25% of the full cost of your trip (the “Deposit”) is payable upon your confirmation to proceed with the booking of your trip and/or other travel requirements, with balance due 1 month before the arrival date. Until the time we receive the Deposit we will not make any reservations on your behalf and prices, availability and trip arrangements are not guaranteed. Except in the case of Late Bookings, if we do not receive full payment of the trip by the date due, your booking may be treated as cancelled by you in accordance with section 5.

3.3 Once we receive the Deposit, or in the case of Late Bookings, once we receive the full payment, we will send you written confirmation by email of the details of your booking (the “Travel Information”). The Travel Information will set out the details of your trip including your itinerary, the commencement date, the total cost, the amount received by us, and the date when balance is due.

3.4 A Late Booking is a trip that is booked within 30 days of its start date. For Late Bookings, the full cost of your trip is payable upon your confirmation to proceed with the booking of your trip and/or other travel requirements. You may book your trip at any time, right up to the day of departure.

3.5. We do not charge extra administrative fees for Late Bookings. However, we strongly recommend that you book your trip well in advance to help ensure you get your preferred trip arrangements. 


4. Prices

Madrid & Beyond deals with fully inclusive trips only, and as such it provides a total price for your trip inclusive of all accommodation, transportation, breakfasts, private touring, special experiences, VAT, and other services. We don’t provide an itemized cost of the elements of your trip. All our prices are inclusive of our handling fees and IVA (VAT), except for Tourism Taxes which are charged in addition. Madrid & Beyond trips are always priced in Euros.

5. Cancellations and No shows

5.1 You must notify us of any cancellation by telephone on +34 917 580 063 (during local office hours) or by email to [email protected]. Your notice of cancellation will only be effective upon receipt by us of such notification.

5.2. All cancellations and no-shows are subject to the following non-refundable cancellation charges:

(i) more than 30 calendar days before the trip commencement date set out in the Travel Information, the cancellation charge shall be the Deposit;

(ii) 15-30 calendar days before the trip commencement date set out in the Travel Information, 50% of the full cost of your trip;

(iii) 7-14 calendar days before the trip commencement date set out in the Travel Information, 75% of the full cost of your trip;

(iv) 6 calendar days or less before the trip commencement date set out in the Travel Information, 100% of the full cost of your trip. 

5.3 These cancellation charges apply to all bookings, except where a booking includes items or services for which our suppliers’ own cancellation charges are higher than those shown above. Please enquire at the time of booking, as up to 100% cancellation charges may apply from confirmation for certain items or services.

5.4 In the event of cancellation by some party members, the cancellation charges in section 5.2 shall apply and shall be calculated on the full cost of your trip as set out in the Travel Information.


6. Changes to your Booking

If you wish to change your Booking

6.1 If you wish to change your booking you must notify us in writing (which may be email) as soon as possible. Whilst we will try to assist, we cannot guarantee that change requests will be met. We may charge a non-refundable amendment fee per person to cover the administration costs in dealing with such changes. We will notify you of this amendment fee when we receive your change request.

6.2 You agree to pay for any expenses that are incurred or imposed as a result of the change. Such expenses may include cancellation fees payable to hotels and other suppliers and the costs of airline or train tickets or other means of travel. You understand and agree that some suppliers or travel costs are non-refundable as soon as they are booked. In addition, many airlines may consider a name change or other change to an existing booking as a cancellation and rebooking for which you will have to have pay for the full cost of an alternative flight.


If we change your Booking

6.3 Whilst we will always try to avoid making changes to your trip, we may sometimes need to do so. If it is necessary to change any aspect of your booking we will use all reasonable efforts to notify you as soon as possible. Subject to section 8 of these terms and conditions, if a proposed change is not acceptable to you, you may cancel the specific part of your booking that relates to the change. In such case we shall give you a full refund for that specific part of the booking, which shall constitute a full and final settlement. No further refunds or compensation will be payable.

6.4 In exceptional circumstances we may be forced by “force majeure” (see section 7) to change or cancel your trip. This is extremely unlikely but if this situation does occur, we will unfortunately not be able to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result.


7. Force Majeure

Except where otherwise stated in these terms and conditions, neither we nor our suppliers are liable for any loss, damage, compensation, cancellation or expense you may suffer or incur if we are unable to perform our contractual obligations as a result of any event of ‘force majeure’. In these terms and conditions ‘force majeure’ means any event which we or our supplier could not, even with all due care, foresee or avoid. Such events include but are not limited to: war or threat of war, civil strife, terrorist activity, industrial dispute, strikes, natural or man-made disaster, fire, adverse weather conditions, epidemic or pandemic, closures of borders, seaports and airports, or any other similar events beyond our or our suppliers’ control.

If you or your clients are unable to travel due to a force majeure situation (eg either Spain or Portugal being closed to visitors) then we would NOT apply our standard cancellation terms as per section 5.2 of this Agreement, but rather provide credit* for a rescheduled trip.

*Credit would not include any costs for non-refundable items on the trip, which may include domestic flights, high-speed train tickets, pre-purchased admission tickets for monuments, and others, and these amounts would be deducted from he credit offered.


8. Our liability to you

8.1 To be eligible to take a trip with Madrid & Beyond, you accept the risks of travel. Subject to the rest of this section 8 you assume full responsibility for any loss, injury, death or damage to you or to your family, or their dependants, or property arising in connection with you and their participation in the trip.

8.2 The cost of our trips are based on travelers agreeing to these terms and conditions. As we are acting solely as an intermediary, you release us and our employees, agents and suppliers from all liability for economic loss and physical or mental injury, illness, direct or indirect, arising in connection with the trip, including, without limitation: permanent disability and death; any emotional distress; any loss of services, financial support, aid, consortium or companionship; and any damage to or loss of property—in each case even if caused in whole or in part by the conduct, including our negligence, except where such loss, injury or damage is caused by reckless or fraudulent conduct on our part. Please note, it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

8.3 Please note that we do not accept liability for:

(i) events outside our reasonable control;

(ii) acts or omissions of suppliers and third party service providers (see section 2.2);

(iii) any loss, damage, compensation or expense if there has been no default or neglect by us;

(iv) any special, indirect or consequential loss, including loss of profit or business loss (direct or indirect);

(v) any damage, loss, compensation or expense which you have suffered or incurred where, on the basis of the information you gave to us, we could not have foreseen you would suffer or incur;

(vi) any services which do not form part of our Agreement; for example, any additional services or facilities which your supplier or hotel agrees to provide for you.

(vii) which did not result from any breach of Agreement or other fault we or our employees caused.

8.4 If we are liable to you we limit the maximum amount we may have to pay you for any claims you may make against us. This maximum amount is limited to the full cost of your trip.

8.5 You agree that you are responsible for all losses, damages or claims that arise in connection with the trip as a result of any misconduct of you or any members of your party. If any claims are made against us as a result of your acts or omissions, or those of any members of your party, you shall hold us harmless and if any money is claimed against us, indemnify us for such sums including any penalty or interest.

8.6 This section 8 does not apply to death or personal injury resulting from our negligence.


9. Your Responsibilities

9.1 We are committed to making your trip as rewarding and fun as possible. But we require your help to do so. We ask that you respond to our questions in a timely manner so as not to delay the planning process in creating a tailor-made trip for you.

9.2 It is your responsibility to ensure that you have a valid passport and/or visa (if applicable) and that you meet all necessary entry requirements of the country or countries you will be visiting, as well as those for your return home. These requirements vary by country and nationality and may change from time to time. Whilst we will do our best to keep travelers informed about entry regulations, we ask that you contact the appropriate embassy(ies)/consulate(s) in your country of residence, as well as your airlines, for official confirmation of these.

9.3 It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies immediately. Your travel documents are valuable and it is your responsibility to safeguard these at all times. Subject to section 7 (force majeure), we are not responsible for any loss, theft or damage to your travel documents unless they are in our care.

9.4 It is your responsibility to purchase travel insurance. We strongly recommend that you purchase comprehensive travel insurance that is suited to your trip and that all your party members have such insurance in place prior to the commencement of your trip.

9.5 We are not responsible for delays, changes or costs of any kind due to incomplete, expired or inaccurate travel documentation or insurance.

9.6 It is your responsibility to ensure that you and all members of your party do not behave in a way which is inappropriate or causes danger, distress, offence or damage to others or to property belonging to others. If, in our reasonable opinion or that of our suppliers, your behaviour is inappropriate and may cause any of these situations to occur we may take appropriate action, including cancelling your trip arrangements. In such a case you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such cancellation. You shall also be liable to reimburse us for any expenses we incur necessarily as a result of such cancellation.


10. Health

By sending us the Deposit (or in the case of Late Bookings, sending us the full payment), you confirm to us that neither you, nor to your knowledge anyone travelling with you, if applicable, has any condition or disability, physical or other, that would make travelling unsafe for you or other travelers. You should take up-to-date health advice about the health precautions you will need to take prior to the commencement of your trip.


11. Covid Emergency whilst traveling

11.1 The safety and welfare of travelers entrusted to us is M&B’s main concern. In addition to following all local authorities’ guidelines, prior to travelers’ arrival, M&B will make every reasonable effort to ensure that all products, accommodation, suppliers and services contracted comply with or exceed regulations required by local authorities.

11.2 If travelers report feeling unwell, services will be paused as necessary. Travelers will be taken back to their accommodation for isolation whilst medical authorities are contacted on their behalf.

11.3 If there’s reasonable suspicion travelers are presenting Covid-19 symptoms, and regardless of whether they self-identify as unwell, M&B may require that their temperature is screened; should it go above the threshold (100. F or 38.0 C), immediate medical assistance and a Covid-19 test will be arranged.

11.4 Should travelers refuse to be screened or comply with any of the local health & safety regulations, M&B reserves the right to pause all services, return travelers safely to their accommodation, and contact client Agency (if appropriate) to determine next steps.

11.5 M&B will follow at all times the advice of local health authorities, and expects guests to do the same. Should the authorities require the self-isolation or quarantine of travelers, M&B reserves the right to terminate services and will assist to the best of its capability in facilitating communication between authorities, travelers and medical staff, providing advice and support, compiling all relevant documentation for insurance purposes, ensuring self-isolation will be as comfortable as possible and that clients will receive the best medical attention available, and assisting in the travelers’ repatriation or extension of the stay as appropriate.

11.6 Any costs related to testing, medical attention, quarantine measures, or additional expenses incurred as a consequence of a Covid-19 emergency (whether factual or suspected) are the travelers’ responsibility and M&B strongly advises the purchase of adequate insurance cover prior to traveling.


12.  Complaints

We do not expect and certainly do not want dissatisfied customers, but in the event that you are not entirely satisfied with the service offered, you should notify any complaint to our office as soon as possible by calling us on +34 917 580 063 (during office hours) or by sending an email with details of your complaint to [email protected]. We shall use all reasonable efforts to rectify the complaint as quickly as possible. If the problem cannot be resolved during the trip period, you should contact us in writing within 14 days of returning from the trip.


13. Law & Jurisdiction

These terms and conditions and all matters arising therefrom are subject to Spanish Law and to the exclusive jurisdiction of the Spanish courts.