Cancellation policy

All tours and activities require prepayment. You will be charged in full for all selected tours and activities at the time of booking. This does not apply to the Botin Experience which is based on the honour system. You can always cancel or change the date of an activity. Any cancelation or change in date may be subject to a processing fee outlined below.



To request a change or cancellation please send an email to info@insidersmadrid.com including the original booking date, the name of the person who made the reservation, the name of the activity chosen and the date you reserved for, along with the payment method  you used to book the tour. There will be no refund for activities cancelled within less than 48 hours before the start or for no shows. If cancelled between seven and two days before the start of the activity there is a cancellation fee. A full refund is issued if cancelled more than seven days before the activity. The cancellation fee is 15% of the total price. Costs arising from refunds made via bank transfer will be paid for by the client.

Date changes are free of charge, as long as you advise us at least 48 hours before the start of the activity by email or by phone. Only one change per reservation is allowed.

Due to unforeseen circumstances, the company reserves the right to cancel a tour or activity at any time before the start and supply participants with a full refund of the amount paid. This does not include additional expenses such as but not limited to: non-refundable airline tickets. We will inform the customer as soon as possible. In case of any other change in the activity: date, time, location, etc., we will proceed in the same way. 

All the appropriate refunds shall be made as long as they adhere to the conditions stipulated in our cancellation policy. There will be no refund for any partially unused services by the client decision. 

Prices include VAT and any other liable taxes at the time of the booking.
Please note that these conditions apply to our private and small group tours that feature on our website. Separate terms and conditions are sent to clients requesting medium and large group activities such as those suggested via our MICE page.

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