01
Who you are contracting with
Inside Experiences is the trading name of [LEGAL NAME], tax number [VAT NUMBER], registered office [REGISTERED ADDRESS]. The business operates in Madrid, Spain. Correspondence: concierge@insideexperiences.com.
These conditions govern the design and coordination of private experiences and curated moments in Madrid. Our regulatory status, and any travel agency registration required in the Community of Madrid, is part of the pending review: [REGULATORY STATUS TO BE CONFIRMED].
02
What we do, and what a supplier does
We design your days, choose the people who deliver them, coordinate the timings and stay reachable while they run. Parts of the experience are provided by third parties: guides, drivers, photographers, florists, restaurants, venues and museums. We select and instruct them, and they deliver their own service under their own licences and insurance.
Nothing on this website can be booked with a click. Any price shown here is an indicative starting point and is confirmed only in a written proposal.
03
How a booking is made
- You send an enquiry, or write to us directly by email.
- We reply personally within 24 hours and ask for whatever is missing.
- We send a written proposal, normally within 48 hours: what happens, who delivers it, how long it takes, what is included, what is not, and the price.
- You accept in writing. An enquiry on its own holds nothing and books nothing.
- If your proposal asks for a deposit, the date is held once that deposit reaches us.
- We reconfirm every element 72 hours before the first service and send you the final timings.
There is a contract when we confirm your acceptance in writing, and not before. If a supplier becomes unavailable between your acceptance and our confirmation, we say so and propose an alternative.
04
Prices and what they include
Prices are quoted in euros. How a price is built, whether by party size or as a single figure for the commission, is set out in your proposal. A quotation is valid for [VALIDITY PERIOD] from the date it is sent.
Your proposal lists what is included. Anything not listed is not included: flights, accommodation, meals, entrance fees, gratuities and personal expenses are excluded unless the proposal states otherwise.
Whether prices are shown with or without VAT is stated in the proposal: [VAT TREATMENT TO BE CONFIRMED].
05
Deposits and payment
Whether a deposit is required, its amount, the schedule and the accepted means of payment are set out in your proposal: [DEPOSIT AND PAYMENT TERMS TO BE CONFIRMED].
No payment is taken through this website. There is no checkout here, and we never ask for card details by email. If a message appears to come from us and asks you to pay into a different account, do not pay it and tell us.
Some elements are ordered and paid in advance on your behalf and are committed from that moment: private venue hire, florists, cake makers, musicians, photographers and timed museum entry are the usual ones.
06
Changes and cancellations by you
Ask by email and we confirm in writing. A change we can absorb costs nothing; a change that means re-booking a supplier costs whatever that supplier charges us, and we show you the figure before we act on it.
If you cancel, we refund what has not already been committed on your behalf, less the design work already done. The scale that applies to your commission is set out in your proposal: [CANCELLATION SCALE TO BE CONFIRMED].
Under Spanish consumer law the fourteen day right of withdrawal does not generally apply to leisure services arranged for a specific date. How that applies to each type of commission is part of the pending review: [RIGHT OF WITHDRAWAL TO BE CONFIRMED].
07
Changes we may have to make
If a guide falls ill, a restaurant closes or a museum changes its hours, we substitute at the same standard and tell you what changed. Timings may move by a few minutes without notice; anything material is agreed with you first.
If we cannot deliver something material and you do not want the alternative we propose, we refund the part that has not been irrecoverably committed to a supplier.
08
Weather and events beyond control
Madrid is generous with its weather and occasionally not. Where a proposal depends on being outdoors we design an alternative with it, and the decision is taken with you on the day.
Neither party is liable for a failure caused by something outside its reasonable control: extreme weather, strike, transport disruption, the closure of a monument, a public order or health measure, or illness affecting a key supplier. Where that happens we look for another date first, and refund what has not been committed if there is none.
09
What we need from you
- Accurate information: names as they appear in a passport where a venue asks for them, the real number of guests, and any access or dietary requirement before we book rather than on the day.
- Punctuality. A private guide holds the time that was booked; arriving late shortens the experience and does not extend it.
- Reasonable behaviour towards guides, drivers and staff. We may end a service without refund where someone is putting themselves or others at risk.
- An adult with any child in the party at all times.
- Your own travel and medical insurance. We recommend it and we do not provide it.
10
Liability
We are responsible for the design and coordination we agreed with you, and for choosing suppliers with care. Suppliers are responsible for the services they deliver, and hold their own licences and insurance.
We are not liable for indirect or consequential loss, nor for a failure caused by information that was not given to us. Nothing in these conditions limits liability for death or personal injury caused by our negligence, for fraud, or for anything Spanish law does not allow to be limited: [LIABILITY CAP TO BE CONFIRMED].
11
Photography, discretion and intellectual property
Photographs taken as part of a commission are delivered to you. We do not publish an image, a name or an occasion without your written permission, and saying no changes nothing else.
What we learn while designing your days stays with us and with the supplier who needs it to do the work. Our suppliers are held to the same rule.
The text, photographs, itineraries and proposals on this site and in your documents belong to us or to our licensors. Your proposal is yours to use for your own trip. It is not yours to resell, publish, or hand to another supplier to reproduce.
12
Complaints, governing law and jurisdiction
Write to us first, in writing, as soon as something goes wrong: a problem raised on the day can often be fixed on the day.
Spanish law governs these conditions and any dispute arising from them, and the courts of Madrid have jurisdiction. If you are a consumer, this does not deprive you of the protection of the mandatory rules of your country of residence, nor of the right to bring proceedings there where the law allows it.
Official complaint forms and any consumer arbitration scheme we join are part of the pending review: [CONSUMER COMPLAINT ROUTES TO BE CONFIRMED].
13
Changes to these conditions
The version that applies to your commission is the one published when you accepted the proposal. We keep a copy of it and attach it to your file.