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 travel design, personal planning and traveller assistance in Madrid. The company does not act as a travel agency and does not sell package holidays, flights or accommodation.
Where bookings are made for restaurants, guides, tickets, transport or activities, Upper Madrid acts as an intermediary at the client's request. Those services are delivered by the suppliers concerned, 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 agreed fees, in full or in part as indicated in the proposal.
The proposal sets out the scope of the work, the level of service engaged, delivery timescales and what is and is not included.
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. Cancellation
Cancellation by the client must be given in writing and is subject to the following terms, unless the proposal states otherwise:
- More than 30 days before the arrival date: refund of 70 per cent of the fees paid.
- Between 29 and 15 days before arrival: refund of 40 per cent of the fees paid.
- Fewer than 15 days before arrival: no refund of fees, as the planning work has by then largely been done.
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.