Regulations
Our Guest Policies
At Let's Go Madrid, every experience is designed around you. These policies help us ensure that each moment is safe, seamless and respectful of our guests, the places we visit and the people of Madrid. Thank you for taking a moment to read them.
Last updated: 13 November 2026
01Reservations and Participation
- Reservations may be made directly with us by email, through our booking calendar or via the platforms on which Let's Go Madrid is featured. Reservations made through a platform are also subject to that platform's own terms.
- Your reservation is confirmed once we have sent you the date, time and meeting point of your experience.
- To preserve the comfort of all our guests, we reserve the right to decline or conclude an experience should these policies not be observed, or in the event of aggressive, disrespectful or discriminatory behaviour, or intoxication.
- Guests under the age of 18 are warmly welcome when accompanied by an adult throughout the experience.
- When your experience includes a monument, museum, venue or restaurant, we kindly ask you to observe its rules, opening hours and security procedures.
- While we love animals, pets are unable to join our experiences, with the exception of assistance dogs where the venues permit.
02During Your Experience
- We kindly ask you to arrive at the meeting point at the agreed time. Your experience begins as scheduled, and a late arrival may shorten its duration.
- For your safety, please follow your host's guidance at all times, particularly when crossing streets, in busy areas and inside venues.
- We kindly ask that you refrain from touching artworks or exhibits, and from using flash photography where it is not permitted.
- We invite you to enjoy the city with the same courtesy we extend to you, showing respect to residents, fellow visitors and the staff of the shops, restaurants and venues we visit.
- Wine and other alcoholic beverages are served only to guests of legal drinking age (18 in Spain). We invite you to enjoy them responsibly.
- We recommend keeping your bags and valuables with you at all times, as Let's Go Madrid cannot be held responsible for personal belongings.
03Your Itinerary
- To ensure your safety and enjoyment, we may adapt the route or the order of visits due to weather, closures, events or venue availability, always preserving the essence of your experience.
- Outdoor moments may be adjusted in the event of heavy rain or extreme heat, for your comfort throughout.
- Opening hours and access to monuments, museums and venues are set by each venue and may change without prior notice.
04Photography and Filming
- You are most welcome to take photographs for personal use, except where the venues we visit do not permit it.
- Should you wish to arrange a professional photo shoot or filming during your experience, we will be delighted to assist. Prior authorisation can be requested by email.
Use and Sharing of Images
Your privacy is of the utmost importance to us. For this reason:
- Let's Go Madrid will only take and publish photographs or videos of its guests with their prior, express and voluntary consent, which may be given by email, WhatsApp or form.
- Images will be used exclusively for promotional and communication purposes on our website and official social media channels.
- For guests under 18, the consent of their parents or legal guardians is required and, where appropriate, that of the minor.
- As an additional measure of protection, from November 2026 the eye area will be covered in all images of minors that we publish.
- You may withdraw your consent at any time, without affecting the lawfulness of any use made before its withdrawal.
05Cancellation and Change Policy
Every Let's Go Madrid experience is designed and coordinated with care, in collaboration with carefully selected partners, to offer you attentive and exceptional service.
We understand that plans can change. For your peace of mind, the following conditions apply to cancellations and changes:
1. Cancellations made more than 24 hours in advance
Should you need to cancel more than 24 hours before the start of your experience, you may choose one of the following options:
Full refund: a refund of 100% of the amount paid, excluding any non-refundable third-party expenses already arranged on your behalf, such as museum entrances, tickets, reservations, guided visits or other services booked with external partners.
New date: we will be pleased to move your reservation to a new date, subject to availability and confirmation by our partners. Non-recoverable amounts already paid may be kept as credit for your new date, where the partner's conditions allow.
2. Cancellations made between 12 and 24 hours in advance
A refund of 50% of the amount paid will be issued, after deducting any non-recoverable external expenses that have actually been paid or committed and can be supported by documentation.
3. Cancellations made less than 12 hours in advance
Cancellations received less than 12 hours in advance will be reviewed individually and with every consideration.
To determine any refund, we will take into account the services booked, our commitments to external partners, the costs that cannot be recovered and any amounts we have been able to save or recover following the cancellation.
We will provide you with a personal explanation of how any refund has been calculated.
4. External partner services
Some services included in our experiences, such as private transport, museum entrances, tickets, guided visits, special reservations and other activities, may be subject to the cancellation conditions of their respective providers.
Only amounts actually paid or committed that cannot be recovered will be deducted, and always with supporting documentation.
Should a partner offer a full or partial refund, it will be reflected in the refund you receive.
5. Changes to your reservation
Requests to change the date, time, number of guests or details of your experience are subject to availability and confirmation by the partners involved.
We will always do our utmost to offer you alternatives, and will inform you in advance of any difference in price or additional cost.
6. Cancellations by Let's Go Madrid
In the exceptional event that we must cancel a service for reasons attributable to us, you will receive a full refund of the amounts paid for the services not provided, without prejudice to any other rights you may have under applicable law.
7. How to request a cancellation or change
We kindly ask that all cancellation or change requests be sent in writing, by email or through our official contact channels.
The date and time we receive your message will be used to determine the applicable cancellation period.
Any refund due will be processed within the applicable legal period and, where applicable, using the original payment method.
8. General conditions
These conditions will be shared with you before your reservation is confirmed and form part of our booking terms.
This policy is without prejudice to your rights as a consumer under current Spanish and European law.
06We Are Here for You
Should you have any questions about these policies, your reservation, changes or authorisations, our team will be delighted to assist you: