La
Alhambra

General conditions

GENERAL INFORMATION

This website contains the General Terms and Conditions of Use, as well as the Privacy Policy and Cookie Policy under which MY TOP TOUR (MNPQ GESTORES TURÍSTICOS, S.L.) will provide its tourism and online booking services.

Please read these terms and conditions carefully before making any inquiries or using any services offered on this website, as they are binding.

TERMS OF USE

ENTITY DETAILS

MY TOP TOUR is the commercial brand under which the services offered by the entity are grouped:

MNPQ GESTORES TURÍSTICOS, S.L. with CIF B19650613, registered in the Commercial Registry of Granada, Volume 1644, Book 0, Folio 38, Sheet GR-50771, 1st registration.

In compliance with Law 34/2002, of July 11, on Information Society Services and Electronic Commerce, it is informed that:

Its commercial name is MY TOP TOUR (MNPQ GESTORES TURÍSTICOS, S.L.) The commercial name MY TOP TOUR (MNPQ GESTORES TURÍSTICOS, S.L.) has its headquarters at Plaza Bib Rambla s/n – Postal Code 18.001, Granada, Province of Granada, Spain. Here you can exercise your rights of Access, Rectification, Limitation of Treatment, Portability, Erasure, and Opposition, as well as any other exercise related to data transfer through this website

1.ACCESS AND TERMS OF USE OF THE WEBSITE

The Website has a section that can be visited and accessed without the need to provide personal data; in this case, its use is purely informative. Additionally, there is another section where the user will have to provide their data for the proper management and purchase of available tour packages. During the online purchasing process, basic identification data will be requested, as well as the necessary data for payment through PayPal, MasterCard, and VISA.

By accessing any part of this Website, you are accepting the General Terms and Conditions of Use of the Website. If you do not agree with the terms and conditions of this Website, you must immediately leave it and will not be able to place orders through it (as specified in European Regulation 679/2016 on data protection policy).

MY TOP TOUR (MNPQ GESTORES TURÍSTICOS, S.L.) may revise the Conditions of this Website at any time, so we recommend that you periodically review the content of these conditions, as you will be subject to the terms and conditions in force at the time you place an order with us.

Access to the Website requires an internet connection. The availability and quality of internet access may vary depending on various factors such as available bandwidth, type of device used, or the user’s geographical location. These factors do not depend on MY TOP TOUR (MNPQ GESTORES TURÍSTICOS, S.L.) and it is not responsible for any aspect related to the user’s internet access service.

2.LEGAL STATUS

By communicating through the contact form on the website, you guarantee that you have the necessary legal capacity to enter into binding contracts.

MY TOP TOUR (MNPQ GESTORES TURÍSTICOS, S.L.) will not process data of minors or individuals requiring legal guardianship.

3.LIMITATION OF LIABILITY

A. User’s responsibility: The use that the user makes of alhambra-entradas.org is solely and exclusively the responsibility of the user, relieving MNPQ GESTORES TURÍSTICOS, S.L. from any direct or indirect damage or harm that may be caused to the user or third parties due to the user’snon-compliance with these Terms of Use.

B. Responsibility of tourist tour providers: The elaboration and updating of offers, tourist services, and the data derived from them are the responsibility of the providers, and MNPQ GESTORES TURÍSTICOS, S.L. is not responsible for the maintenance, updating, or monitoring of said information.

C. Disclaimer:

MNPQ GESTORES TURÍSTICOS, S.L. is not responsible, either directly or indirectly, for the following liabilities:

  • The quality of the service, the proper functioning, or the availability and continuity of the website, as well as any responsibilities derived from other providers unrelated to MNPQ GESTORES TURÍSTICOS, S.L.
  • The information and data entered by third parties other than the personnel of MNPQ GESTORES TURÍSTICOS, S.L.
  • Damage that may be caused to users’ equipment by using the website.
  • Deficiencies in reservations, confirmations thereof, or the execution of services or products contracted through the website in cases of force majeure, unless they result from the attributable negligence of MNPQ GESTORES TURÍSTICOS, S.L.
  • Violation of intellectual and industrial property rights, honor, personal and family privacy, and the image of individuals belonging to third parties as a result of the transmission, dissemination, storage, or provision of access to the contents of the website.
  • Typographical errors, inaccuracies, or errors of any kind, for which MNPQ GESTORES TURÍSTICOS, S.L. does not guarantee the accuracy or reliability of the information contained on the website.

4.CONTRACTING

Once the user selects a tourist service and/or product on the website, they will be redirected to a calendar where they can choose the date for the selected tourist service and/or product. Afterwards, the user can determine the time within the availability offered on the website, as well as the number of people, distinguishing between adults, students, and children of different ages.

Reservations are subject to acceptance by My Top Tour, the availability of the contracted tourist service and/or product, and compliance with and acceptance of these General Terms and Conditions and the Usage Policies by the user.

To complete the reservation, the user will fill out a form that will request their name and surname, as well as an email address for sending the reservation voucher (hereinafter referred to as “the Voucher”). Additionally, the user may optionally provide their phone number and comments or observations.

Once the form is completed and these General Terms and Conditions and the Usage Policies are accepted, the user will be directed to the payment gateway (hereinafter referred to as “the Gateway”).

In the Gateway, the user will choose the payment method according to their convenience, and the verification and authentication of the payment will take place. Finally, the user will automatically receive a reservation confirmation to the provided email address. The receipt of this confirmation will conclude the binding contract (hereinafter referred to as “the Contract”).

My Top Tour has the right to not accept the reservation if the payment information is not approved or if any other incident related to the General Terms and Conditions is detected. When you carry out an operation through our website, we will send you a confirmation email containing the transaction details. My Top Tour recommends that the user verifies the correctness of the information in the confirmation message and keeps a copy for their records.

In cases where there is no availability for the chosen date or time for the contracted tourist service and/or product, My Top Tour will make the necessary arrangements for the user to carry it out on another date or time slot.

Exceptionally, some reservations for tourist services and/or products made through the My Top Tour website are not carried out using the reservation calendar but require availability inquiries through a contact form. Once the request is formalized, My Top Tour will establish direct contact with the user through the provided contact information to confirm availability.

5.WITHDRAWAL PROCEDURE (REFUNDS)

Failure to show up for a visit or outside the tour start time, as well as not carrying your ID or passport on visits that include Alhambra tickets will not entitle you to any refund of the amount of the tours purchased.

To request changes or cancellations you must communicate them in writing to the following email address: soporte@mytoptour.es

-Services that include Alhambra tickets:

From the moment the reservation request is made, it cannot be changed or cancelled, nor will you receive any refund.
As established in the Resolution of 16 January 2020, of the Patronato de la Alhambra y Generalife, by which it is agreed to publish the Regulations for Visits, Commercialisation and Other Public Uses of the Monumental Complex of the Alhambra and Generalife and its associated assets, we inform you that tickets purchased are non-refundable, except in the following cases:

  • When it has not been possible to carry out the visit for reasons attributable to the PAG. When it has not been possible to carry out the visit for reasons attributable to the Patronato de la Alhambra y el Generalife.

-When any of the cases established in article 35 of Decree 40/2017, of 7 March, which regulates the organisation and operation of the General Treasury of the Junta de Andalucía and the collection management, occur.

The refund shall be made in accordance with the procedure established in Chapter III of Decree 40/2017, of 7 March, which regulates the organisation and operation of the General Treasury of the Andalusian Regional Government and collection management. Under no circumstances will the amount of the management fee established in the ticket management and sales system be refunded.

Similarly, according to Law 3/2014, of 27 March, which amends the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of 16 November, it is established on the basis of article 103 (referring to exceptions to the right of withdrawal) that:

(l) The supply of accommodation services for purposes other than serving as a dwelling, transport of goods, car rental, food or services related to leisure activities, if the contracts provide for a specific date or period of performance.

  • Services that do not include an Alhambra ticket:

Information specified in each product.

*IMPORTANT: Cancellation fees take effect from the moment the request is made.

In the event of a pandemic or other force majeure beyond our control that prevents the tour from being carried out, the amount you have paid will be made available to you in the form of a voucher to consume any of our products with a validity of 2 years and not with the transfer of the money paid.

6.CUSTOMER SERVICE

Our Customer Service team will try to resolve any questions that may arise about our tourist services. You can contact our customer service from Monday to Friday from 8:30 a.m. to 6:00 p.m. at +34 958 53 50 28 and at soporte@mytoptour.es.

6.1. Submission of complaints and claims

Clients may resubmit claims they deem appropriate either by post or electronically. The postal address for sending complaints is Edificio Spring Glory, C. Parque de las Ciencias, nº1 – 1st floor (Office D-E), CP 18006 Granada. If the client prefers to make their claim online or electronically, they must resubmit it to the following email address: legal@mytoptour.es. Likewise, you can also make your queries and complaints by telephone by calling the following phone number: +34 958 53 50 28.

The request form for complaints and claims from the Junta de Andalucía can be found at the following link: https://ws231.juntadeandalucia.es/hoja/hojas/impresionFrom.do

Likewise, if the client considers it appropriate, they may file their complaint or claim through the European Union Dispute Resolution Platform. Through the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES

7.LICENSE FOR USE OF THE WEB

You may use this website, as well as print and download extracts from it, for your personal non-commercial use, as long as you respect the following rules:

7.1. You may not carry out fraudulent use of the Website (such as hacking or “scrapping”).

7.2 Unless otherwise established, the copyright and other intellectual and industrial property rights on this Website and the content published on it (including, but not limited to, photographs and graphic images) are owned by MNPQ TOURIST MANAGERS, S.L. These works are protected by copyright and intellectual property laws and conventions throughout the world, and all rights are reserved.

7.3 You may not modify the digital or paper copies of any content you print and you may not use any drawing, photo or other graphic, video or audio sequence, independently of any accompanying text.

MNPQ Gestores Turísticos, S.L. has been a beneficiary of the European Regional Development Fund, which aims to improve the use and quality of information and communication technologies and access to them, and thanks to which it has developed the implementation of an ELECTRONIC COMMERCE SOLUTION to improve the competitiveness and productivity of the company. This action has taken place during 2019/20. For this it has been supported by the Tourism Competitiveness Programme of the Granada Chamber of Commerce

European Regional Development Fund. A way of making Europe

https://www.alhambra-entradas.org is owned by MNPQ Gestores Turísticos SL, a wholesale-retail travel agency with C.I.AN-187008-3, which operates under the My Top Tour trademark. We are not the official sale of the Board of the Alhambra and the Generalife, we are a travel agency specialized in the sale of tickets, experiences and tours, as well as organizers and mediators in the latter. All our prices are packaged or broken down by services.