Purchase Terms and Conditions

Right of Withdrawal, Cancellations and Refunds

Before making a purchase, the customer must carefully read the conditions applicable to the selected service. Once payment has been completed, the purchase is confirmed and the corresponding ticket or voucher is issued.

2.1 Right of withdrawal

In accordance with consumer regulations, the right of withdrawal shall not apply when the purchase relates to passenger transport services or leisure activities or services provided for a specific date or period of performance.

In such cases, once the ticket or voucher has been issued, cancellations or refunds will not be allowed, unless expressly stated otherwise in the provider’s specific conditions.

2.2 Tickets or vouchers without a fixed date

In the case of products purchased without a date or time assigned at the time of purchase (for example, open tickets or redeemable vouchers), the specific conditions indicated during the purchase process or on the voucher itself shall apply. If the provider allows changes or cancellations, these shall be governed exclusively by those conditions.

2.3 Failure to attend (“No-show”)

Failure by the customer to appear at the indicated departure point, access point or meeting place, or failure to use the service on the booked date and time, shall result in the loss of the right to use the service, with no entitlement to any refund.

2.4 Cancellation or modification by the provider

In the event of cancellation of the service or a substantial modification by the provider (for example, cancellation of the cruise, operational impossibility, closure of access points or significant schedule changes), the solutions provided by the provider shall apply (rescheduling, change or refund, as appropriate).

GlobalCity Travel S.L. shall act as an intermediary and assist the customer in managing the incident, within the possibilities of the booking system and in accordance with the provider’s policies.

2.5 Purchase errors and customer details

The customer is responsible for checking that the data entered during the purchase process (email address, number of tickets, dates, times and type of service) are correct before confirming payment.

In the event of an error, the customer must contact the Support Center as soon as possible. The possibility of modification or reissue will depend on the type of product purchased and the conditions of the corresponding provider.

For combined products, packages or services provided by third parties, additional specific conditions may apply and will be shown during the purchase process and/or on the voucher. In the event of any discrepancy, such specific conditions shall prevail.

Purpose of the Contract and Purchase Process

3.1 Purpose of the contract

These General Terms and Conditions govern the contracting, through the website, of transport services and tourist activities offered by third-party providers. GlobalCity Travel S.L. acts as an intermediary in the marketing of such services and does not directly provide the contracted service.

The service agreement shall be deemed formalised between the customer and the corresponding provider at the moment the customer completes the purchase process and receives the booking confirmation.

3.2 Purchase process

To make a purchase, the customer must select the desired service, provide the requested information and complete the payment process using the means available on the platform.

Before confirming payment, the customer will have access to an order summary allowing them to verify the information entered, the type of service, the final price and the applicable conditions.

Once payment has been confirmed, the purchase shall be considered final and may not be modified or cancelled, except in cases expressly provided for in the provider’s specific conditions.

3.3 Confirmation and delivery of tickets or vouchers

After payment confirmation, the customer will receive a confirmation email with the order code and the download links for the electronic ticket or voucher in digital format (PDF and/or QR code), unless there is a technical issue.

The electronic ticket or voucher is the only valid document for accessing the contracted service. Payment confirmation or the confirmation email alone do not replace the ticket or voucher.

The customer is responsible for downloading, keeping and presenting the ticket or voucher in good condition (printed or on a mobile device), ensuring that it is clearly legible at the time of use.

3.4 Technical issues and non-receipt of the ticket

If, after the charge has been made, the customer does not receive the electronic ticket or voucher for technical reasons, they must contact the Support Center before making a new purchase in order to verify the status of the order and avoid duplication.

GlobalCity Travel S.L. shall not be liable for damages arising from errors in the email address provided by the customer, failures in the recipient’s email systems, or technical issues beyond the platform’s control.

3.5 Retention of tickets

Electronic tickets or vouchers may be available for download for a limited period after purchase. It is the customer’s responsibility to download and keep such documents until the service has been carried out.

For combined products or third-party services, additional specific conditions may apply and will be indicated during the purchase process or on the voucher itself. In the event of any discrepancy, such specific conditions shall prevail.

Prices, Taxes and Payment Method

4.1 Prices and taxes

All prices displayed on the website are expressed in euros (€) and include, where applicable, the relevant taxes. The final price shown before payment confirmation will include the total amount of the selected service, as well as any additional charges that may apply and are expressly indicated during the purchase process.

Prices may vary depending on the type of service, date, availability, age of the passenger/participant or the provider’s conditions. In the case of reduced fares (for example, for minors), the provider may require proof of age by means of an identification document.

4.2 Payment methods

Payment for tickets and/or vouchers through the website is made by bank card (for example, Visa, Mastercard or others available through the payment gateway). The specific payment methods available will be shown at the time of purchase and may vary depending on the card-issuing country and the financial institution.

4.3 Payment security

Payments are processed through a banking/payment gateway in a secure environment. At no time does GlobalCity Travel S.L. store the customer’s full card details. Communications are carried out using security and encryption protocols.

4.4 Confirmation, validation and refusals

The order will be confirmed when the system receives payment confirmation from the financial institution. In the event of rejection, cancellation or payment validation failure, the order may be deemed not completed and therefore the ticket or voucher will not be issued.

If the customer detects a charge and does not receive confirmation or a ticket/voucher, they must contact the Support Center before repeating the purchase, in order to avoid duplication.

4.5 Invoicing

Where applicable, the customer may request an invoice in accordance with the information provided during the purchase process or by contacting the Support Center. For certain third-party services, invoicing may depend on the final service provider.

Liability and Intermediary Role

5.1 Role of GlobalCity Travel S.L.

GlobalCity Travel S.L. acts as an intermediary in the marketing and management of bookings for transport services and tourist activities provided by third-party suppliers. The corresponding provider is the one who organises and materially performs the contracted service and establishes its specific conditions.

5.2 Responsibility for the provision of the service

The proper performance of the service (for example, carrying out the transfer, access to the activity, schedules, itineraries, material resources, staff, operational safety, etc.) is the provider’s responsibility. Any incident occurring during the provision of the service must be reported as soon as possible through the channels indicated on the ticket/voucher or in the service instructions.

Without prejudice to the foregoing, GlobalCity Travel S.L. shall assist the customer in managing incidents related to the booking (for example, locating the order, resending documentation when possible, verifying the status of the purchase or forwarding the complaint to the provider), within the capabilities of the booking system and in accordance with the applicable policies.

5.3 Limitations of liability

GlobalCity Travel S.L. shall not be liable for damages, losses or costs arising from:

• Errors made by the customer when entering data (for example, incorrect email address, wrong date/time selection or incorrect number of tickets).
• Failure by the customer to arrive on time at the departure point, access point or meeting place, or failure to comply with service instructions.
• Decisions, operational changes or incidents attributable to the provider (for example, delays, rescheduling, closures, cancellations, overbooking or access restrictions).
• Events of force majeure or causes beyond reasonable control (for example, extreme weather conditions, authority restrictions, security incidents, strikes, etc.).
• Failures of third parties unrelated to the platform (for example, the recipient’s email services, networks, devices, browsers or security blocks).

5.4 Compatibility and access to tickets/vouchers

The customer is responsible for having a valid means to display or print the ticket/voucher (PDF and/or QR) and for presenting it in a legible form. GlobalCity Travel S.L. does not guarantee the compatibility of the document with non-standard devices or applications, nor shall it be liable for the inability to access caused by the customer’s device, lack of battery, absence of connection or user settings.

5.5 Claims

In the event of a claim relating to the actual provision of the service, it should preferably be addressed to the responsible provider. However, the customer may contact GlobalCity Travel S.L., which will facilitate the processing and, where possible, provide the necessary information for managing the incident.

On-board Rules of Conduct and Safety

7.1 Passenger conduct

Passengers must behave respectfully and civilly throughout the journey, respecting the peace of other users and the instructions of authorised staff. Any conduct that may compromise the safety, comfort or integrity of persons and the vehicle is prohibited.

When the driver or authorised staff consider that the safety of the service, the passengers or the vehicle itself is compromised by a passenger’s behaviour, they may adopt the necessary measures, including interruption of the service and denial or withdrawal of access, without this giving rise to any right to a refund.

7.2 Prohibitions on board

In general, the following are prohibited:

• Smoking or using electronic cigarettes in the vehicle.
• Consuming alcohol or illegal substances on board.
• Throwing rubbish, dirtying or damaging the vehicle, its facilities or signage.
• Interfering with the driving or speaking to the driver during the journey except when justified by necessity.
• Activating emergency exits, alarms or safety devices without justified cause.
• Obstructing the opening/closing of doors or remaining on stairs and in unauthorised areas.
• Placing feet on the seats or causing inconvenience to other passengers (noise, loud music, etc.).
• Using devices or instruments that repeatedly cause inconvenience.

7.3 Incidents, theft and personal belongings

Any accident or incident occurring during the journey must be reported immediately to the driver or authorised staff. In the event of theft, assault or uncivil behaviour, the passenger must notify staff on board as soon as possible so that assistance may be provided within the possibilities of the service.

7.4 Seat belt

The use of the seat belt is mandatory whenever the seat is equipped with one. Failure to comply with this obligation may give rise to individual liability in accordance with the applicable regulations.

7.5 Access to specific seats

For safety reasons and in order not to interfere with driving, the provider may restrict access to certain seats (for example, the first row behind the driver) to certain passengers, in accordance with the regulations and the operational rules of the service.