General Conditions

The reservation/purchase made by the Client implies the agreement and acceptance of these General Conditions. No stipulation made by the Client on these Conditions may differ from those established by Aránzazu Serrano Piedra (hereinafter Arantxa Serrano).

It is understood that the Client has read, understands and freely accepts these General Conditions when making their purchase. The Client acknowledges having been informed of the description of the service, and of all the information it contains, time and place of meeting, duration, chosen date and number of people.


1.1. In the event that the Client provides data for a third person when making the reservation/purchase, the Client will be solely responsible for such third person knowing and expressly accepting such a situation. All responsibility for damages that may arise from this fact will fall entirely on the Client, excluding Arantxa Serrano from any liability.

1.2. Arantxa Serrano is not responsible for things exclusively attributable to the Client.

1.3. Arantxa Serrano is not responsible for waiting times that may arise at the entrances to the monuments to be visited, whether due to the organization and/or internal organization of the monument.

1.4. Arantxa Serrano is not responsible for delays caused by services that require transportation due to traffic delays.

1.5. Arantxa Serrano does not accept responsibility derived from their services for not meeting the client’s expectations.

1.6. Arantxa Serrano is not responsible in any way (either directly or via a subsidiary) for any direct or indirect damage that the Client may suffer or cause to themselves or to third parties.

1.7. The abandoning or separation of the group during the visit, for reasons not attributable to Arantxa Serrano, implies the loss of all claim rights.


2.1. Payment is made at the time of reserving/contracting the service by bank transfer to the IBAN number provided by Arantxa Serrano, or by Bizum to the mobile number provided.

2.2. When making the payment of their reservation/purchase, the Client must take into account that it should be in EUROS, any resulting bank commissions for any currency exchange will be borne by the Client.

2.3. The payment of the amount of the purchase must be received by Arantxa Serrano free of bank commissions or any other expenses derived from the transaction.

2.4. The service will be free for children under 12 years or age accompanied by their parents or legal representatives.


3.1. In the case of guided tours, once confirmed, the following expenses are not refundable::

3.1.1. Cancellations made less than 48 hours before the day indicated, for the reserved/purchased service or no-show on the indicated day will entail 100% of the service cost being non-refundable.

3.1.2. Cancellations made 48 hours or more in advance of the day indicated for the booked/purchased service, will entail a management fee of a minimum of €6.00 for each reservation made for people over 12 years of age.

3.2. If the contracted options include payment and a visit to the Alhambra with the purchase of tickets by Arantxa Serrano and the visit is cancelled, the amount of these tickets will not be Signed: refunded. The tickets are allocated to individuals and the Alhambra rules do not allow a refund and will thus entail an expense of 100% of the cost.

3.3. In the case of guided tours with tickets to monuments, shows, etc., once confirmed, this entails that the following expenses that will not be refunded:

3.3.1. 80% of the amount paid will be refunded if it is cancelled up to one week in advance of the date of the reservation confirmation

3.3.2. 60% of the amount paid will be refunded if cancelled up to 72 hours before the date.

3.3.3. No amount will be paid if the cancellation occurs within 72 hours before the date of the service, or if the client does not show up.

3.3.4. The refund of the amount will be made in the same way in which the payment was made, within a maximum period of 48 hours from receipt of the cancellation request.

3.4. As established by Royal Decree 1/2007, of November 16, we inform you that our services are not subject to the Right of Withdrawal.

3.5. In the event that Arantxa Serrano is forced to suspend the reserved service due to force majeure, we will contact the Client as soon as possible, providing an alternative date or will return the amount paid in the same way that it was paid.


4.1. The Client undertakes to keep the e-mail address and mobile phone number provided operational, active and up to date, to ensure smooth communications with Arantxa Serrano, for agile and problem-free management of the reservation/purchase process.

4.2. The Client will bear all responsibility for any consequences that the lack of operation of their e-mail address or mobile phone, or the absence of communication to update said data in our records, might cause.


5.1. The Client declares that they are not under 14 years of age, or, if not, they have the corresponding parental permission or that of their legal guardian to make reservations/purchases with Arantxa Serrano. They also declare that they have sufficient legal
capacity to do so.

5.2. The Client will indemnify Arantxa Serrano for all expenses that might occur in the event of being charged by the Client (or by third parties related to the Client due to the reservation/purchase), in any cause whose responsibility was not directly attributable to the business, including such compensation as the fees and expenses of Arantxa Serrano’s lawyers, even if a court decision is not yet final.

5.3. Spanish legislation will apply in matters not provided for in this document, as well as in the interpretation and resolution of conflicts that may arise between the parties as a result.

5.4. If any conflict or difference arises between the parties (Client and Arantxa Serrano) in the interpretation and execution of this document, and it is not resolved by mutual agreement, it will be resolved at the request of any of the parties, and after communication in writing to the other, through arbitration.

5.5. All of the above will be understood without prejudice to the fact that the parties may submit to a judicial procedure, in which case it will be done before the jurisdiction and competence of the Courts and Tribunals of Granada.