This text is a legally informed basis, but it does not replace review by a lawyer. Complete the bracketed fields with the company's real details before publishing.
1. Identification
This website is operated by Viviany Costa, registered as self-employed in Spain and trading as Upper Madrid, with a business address at Calle PrÃncipe de Vergara 132, 28002 Madrid, Spain, email info@uppermadrid.com, telephone +34 623 569 235. Tax identification details appear on the proposal and on the invoice issued to the client.
2. Nature of the service
Upper Madrid provides advisory, curation, planning and coordination services. It does not organise, intermediate or sell package travel or linked travel arrangements within the meaning of Spanish law. It does not sell transport, accommodation or vehicle hire. Bookings for restaurants, guides, tickets and experiences, where requested, are made in the client's name and paid by the client directly to each supplier. Upper Madrid's fees are invoiced separately and never include third party amounts.
Where a booking is requested, Upper Madrid arranges it at the client's request and in the client's name, without taking the position of supplier or responsibility for performance. Those services are delivered by the restaurants, guides and suppliers engaged, under their own terms, and remain their responsibility.
3. Engagement
The engagement is formalised by written acceptance of the proposal sent by Upper Madrid together with payment of the first instalment of the fees. Sending a proposal, on its own, creates no commitment and no cost.
The proposal sets out the scope of the work, the level of service engaged, delivery timescales and what is and is not included.
Fees are paid in two instalments: 50 per cent on approval of the proposal and 50 per cent up to 7 days before the arrival date. The full plan is delivered before the second instalment falls due.
4. Fees
Upper Madrid's fees cover our own work only: travel design, planning, coordination and assistance. They do not include third-party costs such as meals, tickets, guides, transport, accommodation or activities, which the client pays separately, either directly to the supplier or through Upper Madrid where agreed.
Fees are set according to the length of the trip, its complexity, the size of the group and the level of assistance requested, and are given as a fixed figure before the engagement begins.
5. Client obligations
The client undertakes to provide true and complete information about the trip, including dates, number of travellers, dietary restrictions, mobility needs and any other relevant circumstances, and to notify any changes as soon as possible.
6. Changes
One round of revisions to the delivered planning is included at every level of service. Additional changes, or structural changes to the trip such as new dates or a different number of travellers, may carry an additional cost, always notified and approved in advance.
During the stay, adjustments to the programme are part of the service on the levels that include assistance.
7. Postponement and cancellation
Before cancelling, the client may postpone. Moving the dates is free once, provided it is notified at least 7 days before arrival and the new trip takes place within 12 months.
Cancellation by the client must be given in writing. The refund is calculated on the work already delivered, not on the date of cancellation, unless the proposal states otherwise:
- Before the plan is delivered: refund of 50 per cent of the fees paid.
- After the plan is delivered, on levels of service without assistance during the stay: no refund, as the work has been carried out and delivered in full.
- After the plan is delivered, on levels of service that include assistance during the stay: refund of 30 per cent of the fees, covering the assistance that will not be provided.
Bookings, tickets and services engaged with third parties follow each supplier's cancellation policy, which is given to the client at the time of booking. Sums already paid to third parties are refundable only to the extent that the supplier refunds them.
If Upper Madrid cancels because it is unable to provide the service, the client receives a full refund of the fees paid.
8. Limitation of liability
Upper Madrid is responsible for the quality of its own planning, coordination and assistance work. It is not responsible for the acts, omissions, failures or damage caused by third-party suppliers, nor for events beyond its reasonable control, including strikes, weather conditions, flight cancellations, unforeseen unavailability and force majeure.
We recommend that every client takes out suitable travel insurance.
9. Intellectual property
The itineraries, documents, texts and materials prepared by Upper Madrid are for the personal use of the contracting client. Their unauthorised reproduction, distribution or commercial exploitation is prohibited.
The contents of this website, including texts, images and visual identity, are the property of Upper Madrid or of licensed third parties.
10. Confidentiality
Upper Madrid treats all information relating to its clients and their trips as confidential, and does not disclose it to third parties except as necessary to deliver the service or as required by law.
11. Governing law and jurisdiction
These terms are governed by Spanish law. The parties submit any dispute to the courts of Madrid, except where consumer protection law provides for a different forum.