RESERVATION POLICY

This Reservation Policy (hereinafter, the “Policy”) governs the terms and conditions applicable to the booking, modification, transfer, and cancellation of tour and experience services offered by Flor de Caña Experiencia in the city of Madrid through its website and authorized customer service channels.

By making a reservation, the User represents that he or she has read, understood, and expressly accepted the terms described below.

1. Tolerance and Punctuality
   
   1.1 Grace Period: A maximum grace period of five (5) minutes is established from the official start time of the booked tour or experience.
   1.2 Late Arrival: If the User has not arrivedby the end of the grace period, the group will begin the scheduled itinerary. The User may join the tour at the exact location where the group is at that moment, at their own risk and discretion, without this entitling them to an extension of the service time or any compensation.
   
   
2. Changes and Rescheduling of Reservations
   
   2.1. Right to Reschedule: The User shall have the right to change the date and/or time of their visit, subject to the availability of the corresponding service.
   2.2. Deadline for Requests: All requests for rescheduling must be made at least five (5) hours prior to the scheduled start time of the activity.
   2.3. Administrative Fees: Changes to the date or reservation details made within the timeframe specified in section 2.2 will not incur additional administrative fees or penalties.
   2.4. Proof of Reservation: If a reservation has been modified, the User may access the activity by presenting the original receipt or ticket, using the same reservation code provided initially.
   
   
3. 
   
   Cancellations and Refunds 3.1. User’s Right to Cancel: If the User is unable to attend the booked experience or tour and notifies the Company of the cancellation with due notice through official channels, the User will have the right to choose between:
   • Rescheduling the activity (subject to availability).
   • A refund of the amount paid.
   
   3.2. Cancellation by the Company or Force Majeure: In the event that the tour or experience must be canceled by the Company’s unilateral decision or due to adverse weather conditions that prevent the safe or reasonable conduct of the activity, the User may choose either to reschedule the service or to request a full refund of the amounts paid.
   3.3. Refund Procedure and Timelines:
   • Refunds will be processed using the same payment method the User used for the original transaction.
   • The actual time it takes for the funds to be credited to the User’s account or card will depend on the processing times and operational policies of the relevant financial institutions and payment gateways.
   
   
4. Transferability and Absence of Accompanying Guests
   
   4.1. Transfer of Reservation: Purchased tickets are fully transferable to third parties at no cost.
   4.2. Partial Absence of Accompanying Guests: For multiple purchases, if any of the accompanying guests is unable to attend the event:
   • The corresponding ticket may be transferred and used by another person designated by the purchaser.
   • Alternatively, a date change may be requested for that individual ticket, in accordance with the conditions set forth in clause 2.
   
   
5. Available Customer Service Channels
   
   To request changes, cancellations, rescheduling, or refunds, the User must contact the store specifically through the official channels provided by the store:
   
   • Customer service phone number
   • Instant messaging (WhatsApp)
   • Official email address