General terms and conditions

General Terms and Conditions

1. Organization

These General Terms and Conditions establish the relationship between the client and Naturanda Turismo Ambiental S.L. (hereinafter, Naturanda), with Tax ID B90054370, headquartered at C/ Rastro 12a, 41001 Sevilla. Naturanda offers a range of services aimed at facilitating the exploration and enjoyment of Sevilla, Andalucía, Madrid, Barcelona, and Morocco. The main services include:

Guided Tours: Naturanda organizes guided visits to monuments, museums, and other points of interest in the mentioned regions.
Excursions: Excursions to nearby destinations, including natural parks, historic towns, and cultural routes, are offered.
Private Tours and Excursions: Clients may request private tours or excursions.
Transportation: Naturanda offers transfer services within the mentioned regions.
Intermediation: Naturanda may act as an intermediary between the client and other companies providing specific services. In these cases, Naturanda facilitates reservations and communication, though the service is provided by the corresponding company.

2. Reservation Conditions

Clients may reserve services through our website or through online travel agencies (OTAs) partnered with us.

Prices for all products offered by Naturanda are valid for the dates listed in the current year. Prices are per person unless otherwise specified. Rates are subject to change without notice unless your reservation has already been confirmed. Note that prices do not include tips for guides, personal insurance policies, or personal items. Food and beverages are not included unless specifically stated as “Included” in your reservation.

Reservations are considered final once payment is completed, which can be made via our website using a credit card or other accepted methods. If the reservation is made through an OTA, the client should follow the payment instructions provided by that platform. If payment is not received within the specified timeframe, the company reserves the right to cancel the reservation.

After booking, the client will receive a confirmation email with details of the tour or service, including date, time, meeting place, and any relevant information. It is the client’s responsibility to verify this information and contact the company in case of discrepancies. The confirmation voucher must be presented to the provider at the start of the service or activity. Possession of this voucher entitles the client to the contracted service and binds them to this agreement. For security purposes, when presenting the confirmation voucher, the provider may request an ID (DNI or passport) to verify the client’s identity. This measure helps prevent fraud and ensure proper service delivery.

3. Participation Conditions

Clients must observe safety rules during private transportation. This includes remaining seated while the vehicle is moving, not attempting to board or exit the vehicle until it has come to a complete stop, and refraining from smoking, eating, or drinking inside. It is also essential to follow the instructions of the guide or driver, who is authorized to make adjustments to the itinerary as needed. Animals are not allowed in the vehicle. Non-compliance with these rules is the responsibility of the client, and the company is exempt from any consequences arising from such actions. Departure from or separation from the group for reasons not attributable to the organization will not entitle the client to compensation.

Rules and Conditions for Bicycle Rental

A deposit of €50 or the presentation of an ID is required for each bicycle rental. The deposit serves as a guarantee against potential damages, loss, or failure to return the bicycle and its accessories. Bicycles must be returned in the same condition as when rented. Any damage will be the user’s responsibility. The user is responsible for the care and return of the bicycle and all rented accessories (locks, helmet, keys, etc.). The user must secure the bicycles with the provided lock whenever not under supervision.

In the event of theft, the replacement cost of the bicycle is €150. For stolen or lost accessories, the user must pay Naturanda the corresponding value:

Lock: €12
Key: €6
Helmet: €19
Seat: €9
Broken wheel: €20

In the event of a puncture or breakdown, the user must go to one of our rental points where the bicycle will be replaced or the puncture repaired. Transport to the rental point is the responsibility of the user, as we do not provide pickup services. The user agrees to comply with all current traffic laws and will be liable for any damage caused to themselves, third parties, or property as a result of using the bicycle.

4. Cancellation and Modification Policy

4.1 Client-Requested Changes: Date change requests and modifications to reservations are subject to availability. Naturanda does not guarantee service provision if the request cannot be accommodated.

4.2 Supplier Changes: Suppliers may occasionally implement changes to service dates, prices, legal conditions, and age requirements, which could affect the cost of excursions. Naturanda reserves the right to cancel or modify services, excursions, or tickets as necessary.

4.3 Free Cancellations: Generally, all activities allow free cancellation up to 24 hours before the start of the tour.*

*Exceptions:

For Granada, the policy extends to 48 hours. Alhambra tickets are non-refundable.
Tickets to Sevilla monuments (Alcázar, Cathedral, and Giralda) are non-refundable regardless of cancellation time.

4.4 Client Responsibility Cancellations:

No-Show: It is the client’s responsibility to arrive on time at the agreed place and time for the start of the service. In case of delay, the company does not guarantee the service. The guide will wait a maximum of 10 minutes past the scheduled time, attempting to contact the client during this period. After 10 minutes, the client will be considered a no-show, and the excursion fee will be forfeited.
Lack of Required Documentation: Clients must ensure they possess all necessary documentation, particularly for international destinations (Gibraltar and Morocco) and monuments (Seville’s Alcázar and Granada’s Alhambra). Required documents include passport and visa. Failure to provide these documents will not be grounds for a refund, and the client will be considered a no-show if unable to participate.

4.5 Last-Minute Cancellations Beyond Client’s Control:

Justified Illness or Accident: Refund of 40%, option to reschedule (subject to availability), or receive a voucher for 60% of the value for any Naturanda activity.
Justified Flight or Train Delay or Cancellation: Refund of 40%, option to reschedule (subject to availability), or receive a voucher for 60% of the value for any Naturanda activity.
Serious Hospitalization or Family Death: Refund of 100% of the activity cost.

In all cases, the client must notify Naturanda at least one hour before the tour’s start.

4.6 Company Responsibility Cancellations

Naturanda reserves the right to cancel excursions due to justified causes or if the minimum number of participants is not met (four people for language-specific tours). If cancellation is necessary, the company will inform the client the day before the activity.

Inability to Conduct in Selected Language: If notified and the client does not wish to proceed, a 100% refund will be given.
Delays: Delays may occur due to traffic, breakdowns, communication issues, other clients, or force majeure. The client is entitled to a full refund if the delay exceeds 60 minutes and they choose not to proceed with the service.
No Pickup or Unregistered Reservation: A 100% refund or the option to reschedule will be provided.

5. Legal and Regulatory Conditions

Our tourism services are subject to various laws, including:

Law 16/1987 of July 30 on Land Transport Organization and its subsequent amendments.
Decree 168/1994 of May 30 regulating travel agencies.
Regulation 21/1995 of July 6 on package travel and other current provisions.

When participants travel in vehicles with more than nine seats (including the driver), the applicable law will be Decree 319/1990 of December 21 regulating passenger transport by motor vehicles. In these cases, services will be subcontracted to authorized transportation companies.

6. Liability

Naturanda or its agents, affiliates, service providers, and distributors will not be liable for the following losses or damages unless such losses or damages were foreseeable and demonstrably attributable to Naturanda: (a) data loss; (b) loss of refunds or advances; (c) business loss; (d) lost opportunity; (e) bad faith or reputational damage; (f) third-party loss; or (g) any indirect or consequential damage related to the contracted services’ misuse.

Additionally, Naturanda is not responsible for damages, losses, or delays resulting from circumstances beyond its control, including but not limited to illnesses, theft, labor disputes, mechanical failures, government restrictions, acts of war or terrorism, adverse weather conditions, or any incident not directly attributable to Naturanda.

When contracting our services, clients acknowledge the inherent risks of these activities. Naturanda agrees to operate per all applicable regulations and holds the necessary permits and insurance required for a travel agency and active tourism company.

By contracting our services, clients accept that they may not claim extraordinary compensation beyond what is stipulated in our mandatory insurance policies for incidents that occur during activities or any accident related to private transportation linked to our tourism operations.

7. Acceptance of General Terms and Conditions

By booking services offered by Naturanda, the Client fully accepts these General Terms and Conditions, which are an integral part of the service agreement. The Client is responsible for thoroughly reading these General Terms and Conditions before making a reservation. Naturanda reserves the right to modify these General Terms and Conditions at any time at its sole discretion. Any modification will be duly published on the company’s website.