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 navigation and carrying out any transaction through this web sales platform implies acceptance of the General Contracting Conditions reflected here, which are applicable regardless of the general contracting conditions that may be mandatory in accordance with current legislation.

Ticket purchase process

To purchase tickets, you must follow the following steps: 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 information to send the purchase confirmation and tickets to print at home or download to your mobile. Proceed to formalize the payment through the corresponding payment gateway.

Payment methods

The following is accepted as a means of payment for tickets: Credit card.

Ticket delivery

Once the purchase process is completed, the CUSTOMER will receive a confirmation message to the contact address provided, along with the purchased tickets as an attached file in PDF format, for printing at home. You will also be sent a locator. THE CUSTOMER may also download the tickets to their mobile device. Both on the printable and downloadable device.

Returns and exchanges

Once the ticket is purchased, it will not be changed or refunded. Loss or misplacement, the impossibility of attendance on the scheduled date or the commission of an error when purchasing the item will not constitute sufficient reasons to allow such return. Only in the event of cancellation or closure of the Palacio de Velarde, will the CLIENT 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 accordance with what is stated on the article. 1 of Royal Decree 1619/2012, of November 30, which approves the Regulation that regulates billing obligations, the service provider will issue the corresponding purchase invoices for the tickets that will be made available to CUSTOMERS , by post or by email upon request.

Access to the VELARDE PALACE MUSEUM with entrance

For admission to THE MUSEO PALACIO DE VELARDE SANTILLANA 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 to your mobile phone. or obtain it at the box office in advance. Admission is subject, in any case, to the entry being complete and in good condition. The PALACE OF VELARDE SANTILLANA reserves the right to cancel CUSTOMER visits 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, PALACIO DE VELARDE SANTILLANA will return the full price of the tickets, with the CLIENT renouncing any other type of compensation for this. Likewise, the PALACIO DE VELARDE SANTILLANA reserves the right to deny admission to any person in whom inappropriate behavior is observed or who commits a serious and/or repeated breach of the internal rules and regulations of the facilities, which will be subject to 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 injury or a danger to the safety of people or things, at the time of access or during its visit to the PALACE OF VELARDE SANTILLANA, will authorize your immediate expulsion, without having the right to a refund of the entrance fee. The purchased ticket will only be valid for the selected day, and will be 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: Smoking, eating and access to the building with animals (except guide dogs) are prohibited. Take photos in the rooms on the first floor and part of the second as explained by the guide upon arrival. Access with umbrella. Talking on your cell phone in exhibition areas. Run and talk loudly. Disturb, push or prevent other visitors from properly enjoying El PALACIO DE VELARDE SANTILLANA. Minors must be accompanied by an adult who will be expressly responsible for them during their stay. Taking 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 require the presentation of the corresponding accreditation, before access, to be able to validate. Ticket purchase availability and special schedules are at your discretion based on your needs. The purchased ticket must be used with a margin of fifteen minutes before or after the entrance slot. Access outside of 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 group access

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 consisting of a minimum of 15 people. Group visits must always be made with sufficient advance notice.

Special access for minors

Minors will only be able to access the facilities of EL PALACIO DE VELARDE SANTILLANA: accompanied by their mother, father, guardian/legal representative and in the case of access with any person other than the family nucleus, they must have a valid accreditation: school group reservation, written authorization, etc.


The service provider is exempt from any type of responsibility derived 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, regardless of their origin, that circulate through the networks that the USER may access, directly or indirectly. through links or in any other way, through this web platform. The USER therefore assumes, under its sole responsibility, the consequences, damages or actions that may arise from access to said content as well as its reproduction or dissemination. The service provider will not be responsible for infringements by USERS that affect the rights of other USERS, including copyright, trademarks, patents, confidential information and any other intellectual or industrial property right. The service provider is also not responsible for the information and content stored, by way of example but not limited to, in forums, chats, blogs, comments, social networks or any other means that allows third parties to publish content independently of this web platform. . The indicated limitations of liability will not affect or prejudice the mandatory rights granted to the USER, depending on the place of residence. However, the provider makes itself fully available to the USERS and the authorities and security forces and bodies of the State, to actively collaborate in the withdrawal or blocking of all digital content that could affect or contravene the legislation. national, or international, rights of third parties or morality and public order.

Contact us

To express any type of doubt, query, suggestion or claim in relation to these General Contracting Conditions, you can write us an email to the address: info@palaciodevelarde.com .com or to the contact telephone number: +34 942 140 524 a through which we will try to serve you in the best and fastest way possible.