Terms and Conditions

1. Organiser and purpose

These conditions govern the purchase of tourist services through AlhambraTickets.co.uk and the booking platform GUIAPOLIS.COM, both managed by ALHAMBRA VALPARAISO OCIO Y CULTURA S.L. ("the Agency"), tax ID B18609719, registered address C/ San Antón 72, 1º Izq., Local 39, 18005 Granada, Spain.

The Agency acts as organiser and seller of the services offered and assumes the corresponding legal obligations under current tourism regulations, except for tourist services not organised by it. Making a booking implies full acceptance of these conditions.

2. Cancellation and modification policy

Cancellations and changes must be requested in writing from your client area.

A. Alhambra and Generalife visits (nominal tickets)

A.1. Availability. Your booking is subject to the normal availability of tickets for the monument, which is managed by a third party. If, exceptionally, that availability is not met, we will contact you as soon as possible to offer another date or, if you prefer, refund the amount paid immediately.

A.2. Time slots. Because the Patronato (Board of Trustees) assigns entry times, your exact entry time will be confirmed in your voucher or final communication, within these slots:

• Morning visits: start between 8:15 and 12:00. The visit lasts about 3 hours.
• Afternoon visits: start at around 14:00. The visit lasts about 3 hours. From 1 April to 14 October, the start may be between 14:00 and 16:30.

A.3. Access and documents (compulsory). You must bring your original ID or passport on the day of the visit. If the details provided do not match the visitor's, the Alhambra may refuse entry. You must keep your ticket throughout the visit; if you lose it you will not be able to continue.

A.4. Cancellations (Patronato rules on nominal tickets).

• Private visits: the ticket amount and its management fee are non-refundable. The guide service is not refunded if cancelled less than 72 hours in advance.
• Group/regular visits: cannot be cancelled, changed or refunded once confirmed, due to the nominal nature of the ticket.

B. Other services and visits

• Cancellations more than 72 hours in advance: full refund minus €8 management fee.
• Cancellations less than 72 hours in advance: no refund.
• Groups of more than 8 people must notify changes or cancellations at least 7 days in advance.

3. Minimum group of 12 participants

3.1. Some tours and excursions are subject to a minimum of 12 participants.

3.2. If this number is not reached, the Agency may cancel the activity without penalty, informing you at least 48 hours before the start (for services of less than 2 days), in accordance with article 160.3 of Royal Legislative Decree 1/2007.

3.3. In that case you may choose between a full refund within 5 working days, or a change of date or an alternative activity of equivalent quality (if of lower quality, the difference will be refunded). No further compensation applies if the legal notice period is met.

4. Right of withdrawal

Under article 103.l) of Royal Legislative Decree 1/2007, the 14-day right of withdrawal does not apply to leisure services with a specific date or period of performance. The cancellation policy in sections 2 and 3 applies instead.

5. Performance of the service and liability

• Voucher: you must show your confirmation voucher (printed or on your phone) to our staff on the day. It is valid as proof of payment.
• Punctuality: you are responsible for arriving at the meeting point on time. A no-show or late arrival means losing the service and the amount paid.
• Documents: the Agency is not liable if access is refused because of incorrect details or missing documents attributable to the customer.
• Force majeure: the Agency may change itineraries or replace monuments with others of similar category in case of force majeure (bad weather, unexpected closure, strikes, security). If a service is cancelled entirely for force majeure, another date or a refund will be offered, without further compensation.
• Liability: the Agency is not liable for loss of personal belongings due to the customer's negligence, nor for harm caused by recklessness or failure to follow the guide's instructions.

6. Data protection

Your personal data are processed by Alhambra Valparaíso Ocio y Cultura S.L. to manage your booking. Your identification data (name, ID) must be passed to the Patronato de la Alhambra y Generalife or other monument managers to issue nominal tickets and for security. See our privacy policy.

7. Law and jurisdiction

These conditions are governed by Spanish law. Disputes with consumers are submitted to the courts of the consumer's place of residence, or those determined by consumer protection regulations.