Enthoosia Spain Tourism & Museums S.L
NIF: B-88404439
Claims
In the event of a claim, Enthoosia Spain Tourism & Museums S.L will be responsible for handling it.
Date Changes
● Once the ticket has been purchased, changes are only permitted up to 30 days from the originally selected date.
● Such change must be managed directly by the customer through our website, no later than 2 hours before the scheduled visit time.
● After this time, date changes will not be accepted.
● IMPORTANT: If you do not attend on the scheduled date and time, no further changes will be accepted.
Refund Policy
● Our tickets are non-refundable, applicable to any existing fare.
● Exception due to force majeure: Refunds will only be considered in duly justified cases of force majeure.
° Force majeure is understood as extraordinary and unforeseeable circumstances beyond the customer’s control, such as natural disasters, health emergencies, or governmental acts.
° Personal reasons, including common illnesses, work-related conflicts, or changes of personal plans, will not be considered force majeure.
Reservation Management
Our website is available 24 hours a day, 7 days a week. Through it, you may book, pay for, or modify your reservations at the Museum of Illusions Madrid. There is no other official channel to manage tickets.
Cancellations by the Museum
In the event that a visit must be cancelled due to operational reasons of the museum, the organization will notify in advance and will refund the amount to the same payment method within a maximum period of 10–15 days.
Validity and Authenticity of Tickets
● The organization does not guarantee the authenticity of any ticket not purchased through our website with its corresponding confirmation code and QR code.
● Tickets will not be replaced in case of loss, damage, theft, or destruction.
Special Rates
● Tickets purchased with a discount or special rate must be justified with supporting documentation at the time of access to the museum.
● If such documentation is not presented, the ticket will be considered invalid and the difference with the general rate will be charged.
Access and Admission
● Admission to the museum is subject to holding a complete ticket in good condition.
● The ticket holder will lose their rights upon leaving the premises.
● The organization reserves the right to allow access once the visit has started.
● Pets are not allowed inside the premises, except for duly accredited assistance animals.
Minors
● Access and responsibility for minors inside the museum lie exclusively with their legal guardians or parents.
● Children under 13 years old may not enter the museum without being accompanied by an adult.
● Minors between 13 and 17 years old may enter without adult accompaniment, under the responsibility of their legal guardians or parents.
Photography and Video
Photography and video recording are allowed inside the museum. If the images are to be used for commercial purposes, prior contact must be made at [email protected].
Prices
The ticket price includes the applicable VAT.
Variable Rates: Our rates may change depending on availability and sales channel. Prices may differ between purchases made at the museum box office and on our official website.
No Refunds for Rate Differences: Once the purchase has been made, no refunds or compensation will be granted if a lower rate is later offered for the same service.
Changes and Rate Differences: If the customer wishes to modify their ticket to a time slot with a higher rate, they must pay the corresponding difference. Changes are subject to availability and to the conditions established in our modification policy.
Promotions
● The company may activate different types of promotions, discounts, or special campaigns throughout the year, at its sole commercial discretion.
● Unless expressly stated otherwise, promotions are not cumulative with other offers, discounts, or special rates.
● All promotions are subject to availability, specific dates, designated time slots, or limited quotas previously established.
● If a customer does not use the promotion on the selected date and time, they may request a change in accordance with the applicable modification policy. Such change may imply a variation in the applicable rate, and the customer must pay the difference if the new time slot has a higher price.
● If a customer has purchased a ticket at a regular rate and subsequently requests a change to a date or time where a lower promotional price is available, no refund of the difference will be granted, and the originally paid amount will remain valid.
● Since tickets are generally non-refundable, cancellation of a purchase for the purpose of repurchasing tickets under a current promotion will not be permitted, and no refund will be issued for this reason.
