TOURS FROM MADRID
Terms and Conditions of Service
Operated by Eon Services LLC
Last Updated: October 23, 2026
Welcome to Tours From Madrid.
Please read these Terms and Conditions carefully before booking any of our services. They explain the contractual relationship between Tours From Madrid and its customers, including booking procedures, payment conditions, cancellation policies, responsibilities, and dispute resolution.
1. Company Identification
Tours From Madrid (hereinafter referred to as the “Company”, “we”, “us”, or “our”) is a commercial brand operated by Eon Services LLC, a limited liability company registered in Clovis, New Mexico, United States of America.
The Company markets, arranges, and coordinates private tours, cultural visits, sightseeing experiences, and related tourism services primarily in Madrid and other destinations in Spain.
Contact Information
Company: Eon Services LLC
Trading Name: Tours From Madrid
Registered Location: Clovis, New Mexico, USA
Email: info@toursfrommadrid.com
Website: https://toursfrommadrid.com
These Terms and Conditions apply to services booked directly through our website, email, or other authorized direct booking channels.
Bookings made through third-party platforms may be subject to additional or different contractual conditions accepted through those platforms.
By confirming a booking, after having been provided with these Terms and Conditions, the Client accepts the applicable booking conditions, subject to mandatory consumer protection laws.
2. Services Offered
The Company offers private sightseeing and tourism experiences, including:
- Standard private tours with predefined itineraries.
- Customized and tailor-made private tours.
- Guided walking tours and cultural visits.
- Guided visits to museums, monuments, and historical attractions.
- Panoramic sightseeing tours with professional transportation.
- Transportation services provided by independent professional operators.
- Gastronomic experiences and visits to traditional establishments.
- Admission tickets and other services expressly included in the booking confirmation.
The services, duration, meeting point, itinerary, admission tickets, transportation arrangements, and other inclusions are defined in the individual booking description or written confirmation.
Services not expressly listed as included are excluded from the booking price.
Independent Service Providers
The Company may arrange services through independent professional guides, driver-hosts, transportation companies, attraction operators, restaurants, and other third-party providers.
Each provider is responsible for complying with the licensing, professional qualification, operational, safety, and insurance requirements applicable to its activities.
When a licensed tourist guide is legally required for a particular activity, the Company will arrange an appropriately qualified professional.
Driver-hosts and other hosts may provide services only within the scope permitted by applicable regulations.
The use of independent providers does not automatically exclude any legal responsibility that may apply to the Company as the contracting or organizing business.
3. Booking Categories and Payment Conditions
The Company offers two categories of tours with different booking and cancellation conditions.
3.1. Standard Tours
Standard Tours are pre-established experiences advertised on the Company’s website with defined itineraries, durations, prices, and included services.
These tours are generally booked and paid for through the online booking system.
Unless otherwise specified in the individual booking confirmation, full payment is required at the time of booking.
Standard Tours are subject to the cancellation policy in Section 4.1.
3.2. Customized and Tailor-Made Private Tours
Customized Tours are experiences specifically designed, modified, or arranged for an individual Client or private group.
These services may involve personalized itineraries, private guides, professional transportation, admission tickets, restaurant arrangements, and other advance commitments.
Customized Tours generally require two payments.
Initial Booking Payment
An initial payment is required to confirm the reservation.
The amount varies according to the services requested, including admission tickets, transportation arrangements, guide reservations, and other advance commitments.
The exact amount will be communicated to the Client before payment.
The initial payment contributes towards the costs associated with confirming and arranging the requested tour, including:
- Admission tickets and attraction reservations.
- Guide and transportation commitments.
- Itinerary preparation and booking administration.
- Other documented reservation expenses.
Because these resources may be committed upon confirmation, the initial payment is generally non-refundable in the event of voluntary cancellation, subject to Section 4.2 and applicable law.
Final Balance
Unless otherwise expressly agreed in writing, the remaining balance must be paid no later than seven (7) calendar days before the scheduled tour.
The exact amount and payment deadline will be communicated in the booking confirmation.
Failure to pay the remaining balance by the agreed deadline may result in cancellation of the reservation, subject to the applicable cancellation policy.
3.3. Booking Confirmation
A reservation is considered confirmed when:
- The Client has accepted the itinerary, price, and applicable booking conditions.
- The required initial or full payment has been successfully received.
- The Company has issued written confirmation.
Proposed itineraries, quotations, and availability indications do not constitute a confirmed reservation until these requirements have been met.
3.4. Prices, Currencies, and Payment Methods
Prices are provided in USD or EUR, as indicated in the relevant booking confirmation.
Accepted payment methods may include credit cards, debit cards, bank transfers, Stripe, or other approved payment services.
The total amount payable, including applicable taxes and mandatory charges, will be communicated before payment as required by law.
Currency conversion fees or additional charges imposed independently by the Client’s bank or card issuer are outside the Company’s control.
Any additional services requested by the Client may incur supplementary charges, which will be communicated before being confirmed.
4. Cancellation and Refund Policy
4.1. Standard Tours – Cancellation Policy
The following policy applies to pre-established Standard Tours booked directly through the Company’s website, unless different conditions have been expressly communicated and accepted before booking.
Cancellation 10 calendar days or more before the tour
A refund of 95% of the total booking price will be provided, subject to the permitted payment processing fee deductions described in Section 4.3.
Cancellation between 9 and 5 calendar days before the tour
A refund of 75% of the total booking price will be provided, subject to the permitted payment processing fee deductions described in Section 4.3.
Cancellation between 4 and 3 calendar days before the tour
A refund of 50% of the total booking price will be provided, subject to the permitted payment processing fee deductions described in Section 4.3.
Cancellation 2 calendar days or less before the tour, or failure to attend
No refund will be provided, except where required by applicable law.
Cancellation intervals are calculated using the local date and time of the scheduled tour in Spain.
Where separately identified, non-refundable tickets or supplier commitments form part of the cancellation charge, they will not be charged a second time if already covered by the applicable retained amount.
Any cancellation charges and refund deductions remain subject to applicable consumer protection laws.
4.2. Customized Tours – Cancellation Policy
Customized Tours require advance financial and operational commitments, including reservation of professional guides, transportation, museum tickets, attraction admissions, and other services.
The following conditions apply unless different terms have been expressly agreed in writing before booking.
Cancellation more than 7 calendar days before the tour
The initial booking payment is generally non-refundable.
This payment is intended to cover admission tickets, reserved services, planning, and other advance commitments associated with the personalized booking.
Any amounts paid beyond the initial booking payment may be refunded after deduction of additional lawful and documented non-recoverable expenses, where applicable.
The Company will not retain amounts that cannot lawfully be charged under the applicable circumstances.
Cancellation within 7 calendar days of the tour
A cancellation charge of up to 100% of the total booking price may apply.
This reflects the advance commitment of guides, vehicles, admission tickets, and other resources, as well as the limited possibility of reselling or recovering services reserved for the Client.
Any charge retained must be legally enforceable and, where required, proportionate to actual commitments, losses, avoided costs, and recoverable expenses.
Same-Day Cancellation or No-Show
Failure to attend the tour or cancellation on the scheduled tour date may result in a cancellation charge of up to 100% of the booking price, subject to applicable law.
4.3. Payment Processing Fees and Refund Deductions
Payments made through credit cards, debit cards, Stripe, or other electronic payment providers may incur transaction processing fees.
Payment providers may retain their original processing fees even when a transaction is refunded.
Accordingly, where the Client voluntarily cancels a reservation and is eligible for a refund, the Company may deduct the actual, non-recoverable payment processing fees associated with the original payment from the otherwise refundable amount, provided that:
- The deduction is permitted by applicable law.
- The condition was disclosed to the Client before booking.
- The amount reflects actual, identifiable fees retained by the payment provider.
- The same expense has not already been recovered through another cancellation charge.
These fees may include applicable card transaction fees and payment-related currency conversion charges retained by the processing provider.
No additional arbitrary administrative penalty will be imposed under this provision.
Where a full refund is legally required, the Company will reimburse the full amount due without deducting payment processing fees.
4.4. Cancellation by the Company
If the Company cancels a confirmed reservation and cannot provide the contracted service, the Client will be offered an appropriate alternative where available or a refund in accordance with applicable law.
Where a full refund is legally required, all amounts paid will be reimbursed without deduction of admission ticket costs, supplier charges, or payment processing fees.
The Company is not responsible for unrelated accommodation, flights, or other independently arranged expenses except where responsibility arises under applicable law.
4.5. Requests to Reschedule
Requests to change a confirmed tour date are subject to availability and must be approved by the Company.
For Customized Tours, previously purchased admission tickets, guide reservations, transportation arrangements, and other non-recoverable commitments may result in additional charges.
Any additional charges will be communicated before confirming the requested change.
4.6. Exceptional Circumstances
Cancellations or significant changes resulting from extraordinary events, official restrictions, serious safety concerns, or circumstances beyond the reasonable control of the parties will be assessed according to the applicable contractual and legal requirements.
Nothing in these Terms removes any mandatory legal right to a refund or other remedy.
4.7. Cancellation Requests
Cancellation requests must be submitted in writing to:
The effective cancellation date is the date and time the Company receives the written request.
Where a refund is due, the Company will communicate the amount, applicable deductions, and processing arrangements.
Refunds will generally be issued through the original payment method, subject to applicable legal requirements.
5. Force Majeure and Extraordinary Events
The Company may be unable to operate or complete a tour because of events beyond its reasonable control, including:
- Natural disasters or severe weather conditions.
- Government restrictions and official security measures.
- Major strikes or transportation disruptions.
- Serious public safety incidents.
- Unexpected closure of essential attractions or facilities.
- Other extraordinary events that materially affect the contracted service.
The Company will make reasonable efforts to notify affected Clients and, where appropriate, propose alternative arrangements, revised itineraries, or rescheduling.
Any cancellation charges, refunds, or compensation will be determined in accordance with the contract and applicable law.
This provision does not exclude or restrict mandatory consumer rights.
6. Changes to Itineraries and Services
6.1. Client-Requested Changes
Clients may request modifications to itineraries, meeting points, schedules, or other arrangements.
Requests should preferably be submitted in writing at least 72 hours before the scheduled service.
The Company will make reasonable efforts to accommodate changes, subject to availability and operational feasibility.
Additional costs may apply where changes require new admission tickets, extended guide services, additional transportation, or other arrangements.
Any additional charges will be communicated before confirmation.
6.2. Company-Initiated Changes
The Company may make reasonable, non-material changes to itineraries, visiting order, routes, or schedules for operational, safety, traffic, weather, or availability reasons.
Clients will be informed of significant changes as soon as reasonably possible.
Where an essential contracted service cannot be provided, the Company will offer an appropriate alternative or other remedy in accordance with applicable law.
6.3. Museums, Monuments, and Attractions
Admission to museums, monuments, and other attractions is subject to the regulations, opening hours, capacity restrictions, security procedures, and operational decisions of the respective operators.
The Company cannot guarantee access to specific rooms, exhibits, or areas that are temporarily closed by the attraction operator.
Where the unavailability of an included attraction materially affects the contracted service, the Company will address the situation in accordance with applicable law.
7. Transportation Services and Insurance
Where transportation is included, the Company arranges services through professional transportation providers and drivers.
Transportation operators are responsible for maintaining the permits, authorizations, professional qualifications, vehicle inspections, and insurance coverage legally required for their activities.
Vehicles used for professional passenger transportation are expected to maintain the applicable mandatory motor vehicle insurance and any additional coverage required for the contracted service.
Road traffic incidents and insurance claims may be handled by the relevant transportation operator and insurer according to applicable law and the terms of the relevant insurance policy.
Passengers must comply with applicable road safety regulations and reasonable instructions given by the driver, including seat belt requirements.
The Company is not automatically responsible for every incident involving an independent transportation provider.
However, the use of an independent provider does not exclude liability that may legally arise from the Company’s own acts or omissions, contractual obligations, negligent selection of providers, or other legally attributable conduct.
8. Walking Tours, Personal Safety, and Accidents
Walking tours take place in public streets, pedestrian areas, historic neighborhoods, parks, museums, and other locations that may include uneven surfaces, steps, slopes, cobblestones, traffic, crowded areas, and other ordinary environmental conditions.
Clients are expected to exercise reasonable personal care appropriate to the surroundings and their physical circumstances.
Participants should wear suitable footwear, follow reasonable safety instructions, and notify the Company of relevant mobility limitations or accessibility requirements before the activity whenever reasonably practicable.
8.1. Accidental Injuries
The Company and its guides are expected to exercise reasonable care when planning and conducting guided activities.
Participation in a walking tour does not automatically make the Company or guide responsible for every accident occurring during the activity.
Accidents caused solely by ordinary environmental conditions, the Client’s own conduct, or circumstances not legally attributable to the Company will not automatically give rise to Company liability.
However, nothing in these Terms excludes or restricts liability for negligence, personal injury, death, or other matters where such exclusion is prohibited by applicable law.
8.2. Individual Responsibility
Clients are responsible for following reasonable safety instructions and avoiding conduct that creates unnecessary risks.
Parents or accompanying responsible adults must supervise minors in their care.
Clients are encouraged to obtain suitable travel, medical, and personal accident insurance.
Personal medical or travel insurance is not included in the tour price unless expressly stated in the booking confirmation.
8.3. Accessibility and Physical Requirements
Some itineraries may involve extended periods of walking, steps, uneven surfaces, or areas with limited accessibility.
Clients should communicate relevant mobility or accessibility requirements before booking so that appropriate arrangements can be considered.
The Company will make reasonable efforts to accommodate such requirements, subject to the characteristics of the contracted service and applicable law.
9. Professional Guides, Hosts, and Other Providers
Tours may be delivered by professional tourist guides, officially qualified guides where legally required, or hosts performing activities permitted under applicable regulations.
Guides and hosts are expected to perform their responsibilities with reasonable professional care.
Attractions, restaurants, and other independent providers are responsible for maintaining appropriate operating conditions and complying with their own applicable legal obligations.
Where an incident involves a third-party provider or premises, responsibility will depend on the circumstances and the legal obligations of the parties involved.
The Company does not guarantee that public areas, attractions, or third-party facilities will be free from all hazards.
Nothing in this section removes any responsibility legally attributable to the Company.
10. Client Responsibilities
Clients agree to:
- Arrive at the designated meeting point at the agreed time.
- Provide accurate participant and contact information.
- Comply with applicable laws and attraction regulations.
- Follow reasonable instructions from guides, hosts, and drivers.
- Respect other participants, service providers, and members of the public.
- Inform the Company of relevant dietary requirements, allergies, accessibility needs, and other special requirements whenever reasonably practicable.
- Supervise accompanying minors.
- Avoid dangerous, unlawful, abusive, or seriously disruptive behavior.
Clients who arrive late may miss part of the scheduled experience.
Extensions or itinerary changes caused by late arrival cannot be guaranteed.
The Company may refuse or terminate participation where a Client’s behavior presents a serious safety risk, involves unlawful conduct, or materially disrupts the service.
Any resulting cancellation charges or refunds will be determined according to the circumstances and applicable law.
11. Personal Property and Belongings
Clients are responsible for taking reasonable care of their personal belongings during the tour.
The Company is not responsible for loss or damage arising solely from events beyond its reasonable control or from the Client’s own negligence.
Clients are advised to keep passports, valuables, electronic devices, and personal items under their supervision.
Nothing in this section excludes liability for loss or damage legally attributable to the Company or its personnel.
12. Liability and Limitations
The Company will perform its contractual obligations with reasonable care and diligence and in accordance with applicable law.
To the extent permitted by law, the Company will not be liable for losses that are remote, unforeseeable, or not legally attributable to its conduct.
The Company is not responsible for events caused exclusively by the Client’s actions or by circumstances for which the Company has no legal responsibility.
Any contractual limitation of liability will apply only to the extent legally enforceable.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, intentional misconduct, or any other liability that cannot legally be excluded.
Nothing in these Terms restricts mandatory consumer rights or legally available remedies for failure to provide contracted services.
13. Third-Party Booking Platforms
Tours purchased through Viator or other third-party booking platforms may be subject to the payment, cancellation, amendment, and refund conditions accepted through the relevant platform.
Where a platform collects payments and administers refunds, Clients may be required to direct relevant requests through that platform.
The Company’s direct booking cancellation policies do not automatically override the conditions applicable to marketplace bookings.
Mandatory consumer protection rights remain unaffected.
14. Governing Law and Dispute Resolution
Tours From Madrid is operated by Eon Services LLC, a company registered in the State of New Mexico, United States of America, which arranges and markets tourism experiences provided primarily in Spain.
These Terms and Conditions and direct booking contracts shall be governed by and interpreted in accordance with Spanish law, except where applicable mandatory legal provisions require otherwise.
In the event of a dispute, the Client and the Company are encouraged to first attempt an amicable resolution through direct communication.
Where legally available and mutually agreed, disputes may be referred to voluntary mediation or another appropriate alternative dispute resolution procedure in Madrid, Spain.
Legal proceedings shall be brought before the courts having jurisdiction under applicable law.
Nothing in these Terms excludes mandatory consumer protection rights or restricts jurisdictional rights that cannot legally be waived.
15. Personal Data and Privacy
The Company collects and processes personal information for booking administration, customer communication, service delivery, payment coordination, legal compliance, and other legitimate business purposes.
Personal information is handled in accordance with the Privacy Policy published below and applicable data protection legislation.
16. Amendments to These Terms
The Company may update these Terms and Conditions periodically to reflect changes in its services, business operations, or applicable legal requirements.
Updated versions will be published on the Company’s website with the relevant revision date.
Unless expressly agreed and legally permitted, updated Terms will not apply retroactively to bookings already confirmed under previous conditions.
The contractual conditions applicable to a reservation will generally be those communicated and accepted when the booking was confirmed, subject to mandatory law.
17. Severability
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be ineffective to the extent required by applicable law.
The remaining provisions will continue in effect where the agreement can lawfully remain enforceable.
18. Contact Information
For booking inquiries, amendments, cancellations, complaints, or other matters related to our services, please contact:
Tours From Madrid
Operated by Eon Services LLC
Clovis, New Mexico, USA
Email: info@toursfrommadrid.com
Website: https://toursfrommadrid.com