1. Identification and scope of application

This Booking, Cancellation and Refund Policy governs the economic and administrative conditions applicable to bookings made with DMC PENINSULAR EVENTS S.L., company that owns the trade marks TOUR & FRIENDS and The Team Building Madrid (hereinafter, “the Company”).

This policy applies to bookings made under any of those brands and complements the Terms and Conditions of Contract and Participation.

2. Online booking

The activities available for online booking may be booked directly through the Company's booking system, in accordance with the participant range indicated for each activity.

The applicable participant range may vary depending on the type of activity, operational requirements, space capacity, supplier availability and other service characteristics.

For groups exceeding the range of participants available for online booking, the customer must contact the Company at:

info@tourandfriends.com
info@theteambuildingmadrid.com

or complete the corresponding contact form to request a personalised proposal.

Full payment must be made at the time of booking, unless the booking system expressly indicates another payment method.

The reservation will only be considered confirmed when:

1. the payment has been processed successfully; and
2. the Company has sent the corresponding email confirmation.

The booking confirmation will constitute the main reference for the contracted services.

3. Groups outside the online booking range

Groups whose number of participants exceeds the range available for a given activity in the online booking system require a custom proposal.

The customer may request a proposal via the contact form or by writing to:

info@tourandfriends.com
info@theteambuildingmadrid.com

The payment, booking, cancellation and refund conditions applicable to these groups may vary depending on:

• number of participants;
• Date;
• activity;
• Suppliers;
• contracted services;
• tickets;
• transport;
• accommodation;
• spaces;
• and other event-specific features.

These conditions will be stated in the corresponding quote or proposal.

Once the quote has been accepted, the specific conditions included in said proposal shall form part of the contract.

4. Changes to the number of participants

The client must inform of any change in the number of participants as soon as possible.

A reduction in the number of participants will not automatically imply a proportional increase in the refundable amount when there are services contracted specifically for the group or non-recoverable costs.

Increases in participant numbers will require prior approval from the Company.

The addition of additional participants will be subject to availability and the payment of the corresponding amounts.

5. Cancellations by the customer — online bookings

Unless expressly stated otherwise at the time of booking, the following policy shall apply:

Deadlines shall be calculated using the scheduled date and time for the start of the activity as a reference.

When a booking includes services or products specifically arranged for the client and subject to the supplier's non-refundable conditions, such amounts may be excluded from the refund, provided that this condition has been communicated to the client prior to or at the time of booking and is legally applicable.

6. Non-refundable services

Some bookings may include services specifically contracted for the client which, due to their own booking conditions, do not allow cancellation or refund.

These may include, but are not limited to:

• museum tickets;
• monuments;
• palaces;
• castles;
• shows;
• third-party activities;
• restaurant reservations;
• transport;
• accommodation;
• spaces;
• and other services specifically purchased for a booking.

When part of the booking is subject to non-refundable conditions, the Company shall inform the client when such a condition is known and relevant prior to or at the time of contracting.

7. Cancellations or modifications by the Company

If the Company cancels an activity for a reason directly attributable to the Company and cannot offer a reasonable alternative accepted by the customer, the legally applicable refund will be made and, where appropriate, a full refund of the amount paid for the cancelled service.

However, certain modifications or cancellations may occur due to circumstances beyond the reasonable control of the Company, in which case the provisions relating to weather, force majeure and external suppliers set out in this policy and in the Booking and Participation Conditions shall apply.

8. Cancellation or loss of service due to client or participant conduct

No refund will be issued when the activity cannot take place or has to be terminated early as a result of circumstances attributable to the client or the participants, including:

• excessively late arrival;
• no introduction;
• breach of safety instructions;
• behaviour that compromises safety;
• behaviour that prevents the correct development of the activity;
• misuse of materials or equipment;
• wilful damage;
• state resulting from the consumption of alcohol or other substances that prevents safe participation;
• or any other conduct attributable to the customer or participant that reasonably prevents the provision of the service.

The foregoing shall apply without prejudice to the rights legally corresponding to the customer.

9. Weather conditions

Activities will not be automatically cancelled due to rain or normal weather conditions.

When weather or environmental conditions may reasonably compromise the safety or viability of the activity, the Company may:

• edit the activity;
• change the itinerary;
• delay the start;
• replace an activity;
• reschedule the activity;
• or to cancel it when there is no reasonable alternative.

Where possible, the Company will endeavour to offer an alternative date or an equivalent activity.

The economic consequences of modification, rescheduling or cancellation shall be determined according to the specific circumstances, the particular booking conditions and the applicable legislation.

10. Force majeure

A cancellation shall not be considered attributable to the Company if it is the result of unforeseeable or unavoidable circumstances beyond its reasonable control.

These can include:

• natural disasters;
• extreme weather conditions;
• fires;
• floods;
• pandemics or health emergencies;
• wars;
• terrorist attacks;
• strikes;
• riots;
• government restrictions;
• decisions of authorities;
• road closures;
• widespread transport disruptions;
• facility closures;
• or similar extraordinary circumstances.

In such cases, the Company will endeavour, wherever reasonably possible, to offer a rescheduling or alternative.

When it is not possible to provide the contracted service, the rights and financial consequences provided for by applicable legislation and the specific booking conditions shall apply.

11. Services provided by third parties

Transport, accommodation, restaurant services, event spaces, museums, monuments, shows, specialised activities and other third-party providers may be subject to their own booking and cancellation conditions.

Where these conditions have financial implications for the customer, the Company shall inform them of these prior to confirming the booking, when they are known and applicable.

Where a supplier allows changes, cancellations or refunds under certain conditions, the Company shall apply such conditions to the relevant part of the booking, to the extent that they are applicable.

12. Changes and rescheduling

When an activity has to be modified or rescheduled, the Company will endeavour to offer a reasonably equivalent alternative.

Depending on the circumstances, the alternative may consist of:

• change of schedule;
• change of date;
• amendment of the itinerary;
• substitution of an activity;
• replacement of a supplier;
• or an equivalent activity.

The applicable economic conditions will be communicated to the customer when necessary.

13. Non-attendance

It will be considered a non-submission (no-show) non-attendance of participants at the activity on the date, time and place indicated in the confirmation, where there has been no prior communication and modification accepted by the Company.

Failure to show up will not entitle you to a refund unless applicable legislation or the specific booking conditions state otherwise.

14. Delays

Participants must arrive punctually.

When a delay prevents the contracted service from being provided fully or partially, it may be considered that the service has been forfeited due to a cause attributable to the client.

Additional costs caused by the delay may be passed on to the customer where applicable.

The shortening of an activity's duration due to the late arrival of participants shall not automatically entitle them to a refund.

15. Form and period of refunds

Where a refund is due, the Company will process it using, wherever possible, the same payment method used for the booking.

The actual time it takes for the amount to become available again will also depend on the financial institution or payment provider used.

When the refund is partial, the Company will inform the customer of the corresponding amount.

16. Bookings with special conditions

Bookings made via a quotation, commercial proposal or specific contract may be subject to payment, cancellation and refund conditions different from those laid down for online bookings.

These conditions must be expressly stated in the corresponding estimate, proposal or contract.

In the event of any contradiction between this policy and specific terms expressly agreed for a booking, the latter shall prevail in respect of what they specifically regulate, without prejudice to any mandatory rules that may be applicable.

17. Prices and manifest errors

The Company reserves the right to correct typographical errors, manifest pricing errors or any other inaccuracies published on its websites.

If a manifest error in the price is detected before confirming a booking, the Company may notify the customer before confirming the contract.

Once a booking has been confirmed and an error exists that legally permits its correction, the Company will contact the customer to offer the appropriate options in accordance with applicable legislation.

18. Relationship with the Terms and Conditions of Contract and Participation

This Reservations, Cancellations and Refunds Policy forms part of the conditions applicable to bookings made with DMC PENINSULAR EVENTS S.L. and must be interpreted in conjunction with the Terms and Conditions of Contract and Participation.

The Terms and Conditions of Contract and Participation primarily regulate the rules of participation, safety, liability, suppliers and the provision of activities.

This policy mainly governs bookings, payments, cancellations, refunds, changes and rescheduling.

19. Applicable legislation and customer rights

Bookings and contractual relations shall be governed by the applicable Spanish legislation.

Where the customer has the legal status of a consumer, the rights granted to them by applicable mandatory regulations shall be respected.

Nothing in this policy is intended to exclude or limit rights that cannot lawfully be excluded or limited.

20. Acceptance

Before completing an online booking, the customer must have access to this Booking, Cancellation and Refund Policy and expressly accept its content.

Acceptance implies that the customer declares having had the opportunity to review the applicable conditions before making the booking.

In electronic procurement processes, the Company shall retain the information necessary to verify the contracting and acceptance of the applicable conditions.