Terms and Conditions of Sale
Use of the Web Sales Platform
Any person who accesses and/or uses this web sales platform automatically acquires the status of USER and in the same way, that of CUSTOMER, once they have made their purchase. The mere browsing and carrying out of any transaction through this web sales platform implies the acceptance of the General Terms and Conditions of Contract reflected herein, which are applicable regardless of the general conditions of contract that may be mandatory in accordance with current legislation.
Ticket purchase process
To make a ticket purchase, the following steps must be followed: Select the type of ticket you wish to purchase. Select the date and time of the visit. Select the number of entries. Enter the contact details for sending the purchase confirmation and the tickets to print at home or download on your mobile. Proceed to formalise the payment through the corresponding payment gateway.
Payment methods
The following are accepted as means of payment for tickets: Credit card.
Delivery of tickets
Once the purchase process has been completed, the CUSTOMER will receive a confirmation message to the contact address provided, together with the tickets purchased as an attached file in PDF format, for printing at home. A locator will also be sent to you. THE CUSTOMER will also be able to download the tickets on their mobile device. Both on the printable and downloadable device.
Returns & Exchanges
Once the ticket has been purchased, it will not be exchanged or refunded. Loss or misplacement, the impossibility of attending on the scheduled date or the commission of an error in making its purchase will not constitute sufficient grounds to allow such a return. Only in the event of cancellation or closure of the Palacio de Velarde, the CLIENT will have the right to a refund of the full amount of the ticket purchased, which will be made by the same means in which the payment was made.
Invoice issuance
In application of the provisions of art. 1 of Royal Decree 1619/2012, of 30 November, which approves the Regulation regulating invoicing obligations, the service provider will issue the corresponding invoices for the purchase of tickets that will be made available to CUSTOMERS, by post or email upon request.
Access to the PALACIO DE VELARDE MUSEUM with ticket
To be admitted to THE PALACIO DE VELARDE SANTILLANA MUSEUM, it will be necessary to always carry with you and present at the access point to the facilities, the corresponding ticket purchased through this web sales platform, duly printed at home or downloaded on your mobile phone, or obtained at the box office in advance. Admission is conditional, in any case, on the ticket being complete and in good condition. The PALACIO DE VELARDE SANTILLANA reserves the right to cancel the visits of CLIENTS without prior notice due to unforeseen causes of force majeure or the performance of official or other acts that cannot be postponed. In these cases, the PALACIO DE VELARDE SANTILLANA will refund the full price of the tickets, and the CLIENT will waive any other type of compensation for it. Likewise, the PALACIO DE VELARDE SANTILLANA reserves the right to deny admission to any person in whom inappropriate behaviour is observed or who incurs in a serious and/or repeated breach of the internal rules and regulations of the facilities, which will be available to everyone in the access building. Therefore, the violation of said internal rules and regulations or the commission by any CLIENT of acts that may cause damage, harm or aggravation or a danger to the safety of people or things, at the time of access or during their visit to the PALACIO DE VELARDE SANTILLANA, will entitle them to their immediate expulsion, without having the right to a refund of the ticket. The ticket purchased will only be valid for the selected day, being invalidated in any case for subsequent days.
Internal rules and regulations
You are in a heritage site and museum. Please maintain appropriate behavior and respect all its rules of use. The right of admission is reserved. We thank you for ensuring the conservation and good maintenance of EL PALACIO DE VELARDE SANTILLANA by following these instructions: It is forbidden to smoke, eat and access the building with animals (except guide dogs). Take photos in the rooms on the first floor and part of the second floor as explained by the guide upon arrival. Access with umbrella. Talking on your mobile phone in the exhibition sectors. Running and talking loudly. Disturbing, pushing or preventing the proper enjoyment of El PALACIO DE VELARDE SANTILLANA by other visitors. Minors must be accompanied by an adult who will be expressly responsible for them during their stay. The taking of photographs or videos for any commercial use of images of PALACIO DE VELARDE SANTILLANA is not permitted without the written consent of PALACIO DE VELARDE SANTILLANA, S.L.. Products purchased at a reduced rate must be presented with the corresponding accreditation before entering in order to be validated. Ticket availability and special times are at your discretion depending on your needs. The ticket purchased must be used with the margin of advance or delay of fifteen minutes over the entry turn. Access outside that time will be conditioned by the availability of capacity at the time. Each ticket purchased can only be purchased within the same day of purchase.
Special access for groups
A group visit is considered to be those visitors who come to EL PALACIO DE VELARDE SANTILLANA as part of a previously defined and organized group, and made up of a minimum of 15 people. Group visits must always be made well in advance.
Special access for minors
Minors may only access the facilities of EL PALACIO DE VELARDE SANTILLANA: accompanied by their mother, father, guardian/legal representative and in the event that it is an access with any person other than the family nucleus, they must have a valid accreditation: school group reservation, written authorization, etc.
Responsibility
The service provider is exempt from any type of liability arising from the information published on this website, when such information may have been manipulated or introduced by a third party unrelated to it. The service provider does not guarantee the quality, accuracy, reliability, correctness or morality of the data, programs, information or opinions, whatever their origin, that circulate on the networks to which the USER may access, directly or indirectly, through links or in any other way, through this web platform. The USER therefore assumes under his/her sole responsibility the consequences, damages or actions that may arise from access to said content as well as from its reproduction or dissemination. The service provider will not be responsible for infringements by USERS that affect the rights of other USERS, including copyrights, trademarks, patents, confidential information and any other intellectual or industrial property rights. The service provider is also not responsible for the information and content stored, including but not limited to, in forums, chats, blogs, comments, social networks or any other means that allow third parties to publish content independently of this web platform. The limitations of liability indicated shall not affect or prejudice the mandatory rights of the USER, depending on the place of residence. However, the provider makes itself fully available to USERS and the authorities and security forces and bodies of the State, to actively collaborate in the removal or blocking of all digital content that could affect or contravene national or international legislation, the rights of third parties or morality and public order.
Contact us
To express any type of doubt, query, suggestion or complaint in relation to these General Terms and Conditions of Contract, you can write us an email to the address: info@palaciodevelarde.com .com or to the contact telephone number: +34 942 140 524 through which we will try to assist you in the best and fastest possible way.
