Terms and Conditions

PARQUES REUNIDOS SERVICIOS CENTRALES, S.A. (hereinafter, "PARQUES REUNIDOS") with registered office in Madrid, Federico Mompou, 5, Parque Empresarial "Las Tablas", Edificio 1 - Planta 3ª, 28050, C.I.F. A-84.885.441 and registered in the Mercantile Registry of Madrid in Volume 23.506, Folio 58, Page M-421.702 is the owner of the domain www.zoomadrid.com as well as the portal and its contents (hereinafter, the "Portal") and makes it available to the Users, in order to provide them with information about the products and offers of PARQUES REUNIDOS and its subsidiaries (hereinafter, the "PARQUES REUNIDOS GROUP"), as well as to allow the provision of different services for the purchase of tickets or any other type of products through the Portal, as well as, if applicable, to make available to the Users, the information related to the different contact forms, newsletters, contests, games, polls, etc. of GRUPO PARQUES REUNIDOS.

Notwithstanding the above, the contracting of the different products and services offered through this Portal will be carried out by Zoos Ibericos, S.A., a company of GRUPO PARQUES REUNIDOS which operates through the Portal and is the owner of the management of the Zoo Aquarium and, therefore, responsible for the sale and/or management of all products and/or services related to the Madrid Zoo Aquarium. The identification data of ZOOS IBERICOS, S.A. are the following:

Zoos Ibericos, S.A., with registered office at Recinto Zoo-Aquarium de Madrid, Casa de Campo, s/n, 28011, Madrid, and C.I.F. A-40002388. Registered in the Mercantile Registry of Madrid in Volume 4255, Folio 170, Page M-70.700.

Customer Service: 911 547 481. The cost of the call does not exceed the basic interprovincial rate.

You may also contact Customer Service at the following email address: comzoo@zoomadrid.com

These Terms and Conditions shall expressly regulate the relations arising between GRUPO PARQUES REUNIDOS and the Users who contract the provision of the services or products offered through the Portal (hereinafter, the "General Contracting Conditions").

These General Terms and Conditions have been prepared in accordance with the provisions of Law 34/2002, of July 11, 2002, on information society services and electronic commerce, Law 7/1998, of April 13, 1998, on General Terms and Conditions, Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, Law 6/2020, of November 11, regulating certain aspects of electronic trust services, and any other applicable legal provisions.

These General Terms and Conditions are accessible at any time in the on-line purchase section of the PARQUES REUNIDOS Portal and can be printed and/or stored by the User.

INFORMATION PRIOR TO CONTRACTING

The purpose of these Terms and Conditions is to regulate the general conditions for the provision of the services offered by GRUPO PARQUES REUNIDOS through the Portal and, in particular, of the services that GRUPO PARQUES REUNIDOS currently provides and which are the object of contracting with the Users, the service of sale of certain types of tickets and season passes of the leisure parks managed by GRUPO PARQUES REUNIDOS as well as, if applicable, of other products offered through the Portal.

The service of sale of tickets and season passes of GRUPO PARQUES REUNIDOS, as well as any other products offered through the Portal, is of an onerous nature, and the price of each product (including taxes) in euros, as well as the applicable promotions and discounts, will be those determined at all times on the Portal. At the moment of making the purchase, the total price will be indicated in the Portal, breaking down, if applicable, the increases or discounts/promotions applied, the expenses that, if applicable, are charged to the User and other additional expenses for accessory services or use of different means of payment.

Access to the information contained in the Portal is not subject to any payment.

The User understands that the information contained in the Portal, the general information on the product catalog, as well as the other products or services offered on the Portal and the General Conditions of Contract and the completion of the contract, are sufficient and sufficient for the exclusion of error in the formation of consent.

1.1 Formalities

In order to proceed with the use of the different purchase services offered on the Portal, the User must follow all the indications and instructions given at each moment of the purchase process on the screens used for this purpose, filling in the information required by the forms set in the Portal, which will imply the prior reading, understanding and acceptance of all the Terms and Conditions and Specific Terms and Conditions set in the same, so that the User declares to know and accept these procedures as necessary to access the products and services offered in the PURCHASE section of the Portal.

The rights and obligations of the User, both during the acquisition of the products and services, as well as once acquired, are also subject to the provisions of these General Conditions of Contract, the General Terms and Conditions of Use of the Portal and the corresponding Specific Terms and Conditions of Contract, as well as the Park Rules.

The User will formalize his purchase by means of the fulfillment of all the phases established in the section of PURCHASE and its telematic delivering. The present General Conditions of Contract with, in its case, its corresponding Specific Terms and Conditions of Contract, will become part of the contract with the User at the moment of express acceptance on the part of the same one, manifested by means of the filling-in and delivering of the data of purchase introduced in the section of PURCHASE.

Access to the Portal and the use of any of the services of the Portal implies the acceptance by the User, without reservations of any kind, of each and every one of the General Terms and Conditions of Use of the Portal, as well as the Terms and Conditions and, if applicable, the Specific Contracting Conditions that, made available to the User prior to the formalization of his purchase, govern the purchase of tickets or season passes and/or any other products and services offered through the Portal at any time.

The User declares to have the necessary legal capacity to be bound by these General Contracting Conditions, as well as to use and, if applicable, contract through the Portal, in accordance with the Particular Contracting Conditions that may be applicable in each case. Regarding all of them, the User declares to know, understand and accept them in their entirety. The use of the products acquired by the User, either for own consumption or for third parties, will be carried out under the User's responsibility.

1.2 Documentation and language

These General Terms and Conditions are accessible at all times in the on-line PURCHASE section of the PARQUES REUNIDOS Portal and can be printed and stored by the User.

In the case of the purchase of tickets, once the purchase process is completed, the User will receive, within the following twenty-four (24) hours or the legal term applicable at that time, via email a receipt of purchase (the "Ticket") with a unique code (bar code) that will be the entrance to the leisure park. This ticket, if printed, may not be manipulated or damaged as it would be immediately cancelled.

Unless expressly stated otherwise in the Specific Terms and Conditions of Contract, the ticket purchased through the Portal for a specific date will be valid only for that date.

In the case of the purchase of season passes or any other products and/or services offered through the Portal other than the purchase of tickets, the User will also receive, within the following twenty-four (24) hours or the legal term applicable at that time, via email the purchase receipt (also referred to as "Ticket"). Likewise, in the Portal you will be informed of the Specific Terms and Conditions of Contracting of the referred products or services prior to their contracting.

With the issuance of the Ticket, all the requirements for the provision of the invoice replacement document are understood to be fulfilled, in accordance with Royal Decree 1619/2012, of November 30, which approves the Regulations governing invoicing obligations.

Once the purchase process made available through the Portal has been completed and the corresponding Ticket has been obtained, no changes or refunds will be admitted except in the cases expressly stated in the Specific Terms and Conditions of Contract and/or provided for in the applicable regulations, and the User may contact the reservations department (reservaszoo@zoomadrid.com).

These Terms and Conditions are written in Spanish language (versions in other non-official languages in Spain are for information purposes only) and the purchase process will be carried out in the aforementioned language.

1.3 Technical means

The Portal will make available to the User all the technical means necessary to identify and correct errors in the introduction of their data in the different forms that will appear on the screen during the purchase process.

1.4 Modification of the General Terms and Conditions.

The present Terms and Conditions are those in force since the date of their last update (indicated at the end of this document). GRUPO PARQUES REUNIDOS reserves the right to modify at any time, in accordance with the requirements of good faith, balance and transparency, the present Terms and Conditionsor, if applicable, the Particular Contracting Conditions, which may be applicable, as well as any other general or Specific Terms and Conditions, regulations of use or notices that may be applicable, in which case they will come into force from their publication and will be applicable exclusively to users who access the Portal after the aforementioned date. For clarification purposes, in the event that the present Terms and Conditionsare modified, in strict observance of the regulations applicable to the protection of consumers and users, GRUPO PARQUES REUNIDOS will respect the commitments and agreements acquired with users before the referred modification that are applicable.

In any case, before contracting products or services, you can always consult the General Conditions of Contract and, where appropriate, the Specific Terms and Conditions of Contract that may be applicable. Likewise, it reserves the right to modify at any time the presentation, configuration and location of the Portal, as well as the contents and the conditions required to use them.

1.5 Exchanges and returns. Right of withdrawal

Unless expressly stated in the Particular Contracting Conditions of the product or service purchased, no changes or refunds shall be admitted with respect to those products that have a specific date -or a specific period- for their enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.

In other words, the right of withdrawal does not apply to this type of product due to the nature of the product.

1.6 Price and means of payment.

The Price of the products selected by the User is reflected prior to purchase and includes taxes.

The price is shown at the time prior to purchase and once the User has added all the products he/she wishes to purchase. It includes all applicable taxes.

The means of payment accepted by the Portal are: -subject to the limitations established in the applicable regulations- bank debit or credit card (specifically, Visa, Mastercard and Maestro), Amazon Pay or any other payment platforms enabled by PARQUES REUNIDOS at any given time.

Certain means of payment supported by the Portal may also take the form of credit transactions. In particular, these are short-term credit operations (whose repayment period does not generally exceed three months), under the common denomination of "Buy now, pay later" or "BNPL". In these cases, PARQUES REUNIDOS shall in no case act as financier of the purchase, which shall be offered by an independent credit institution, without the intervention of PARQUES REUNIDOS. Neither shall PARQUES REUNIDOS act as a credit intermediary between the financing entity and the User, either directly or subsidiarily, and therefore PARQUES REUNIDOS shall neither assist nor advise the User in making decisions on financing.

If you choose to use BNPL services to finance your purchases at PARQUES REUNIDOS, you should bear in mind that this is a credit agreement in which you assume a payment obligation with a third party other than PARQUES REUNIDOS. For these purposes, you should also consider that resorting to external financing options may provide you with greater flexibility and convenience in meeting your financial needs, although it may also increase the risk of over-indebtedness, which could generate additional costs or take a long time to settle.

PARQUES REUNIDOS guarantees that it has appropriate measures in place and that they comply with the security standards that current technology allows, such as the "Verisign" system. Access to transactional services and those that include the capture of personal data is done in a secure environment using the SSL (Secure Socket Layer) protocol with high security encryption of 128 bits. The secure server establishes a connection so that the information is transmitted encrypted. This ensures that the content transmitted is only intelligible to the "client" computer and the PARQUES REUNIDOS server. The User can verify that it is within a secure environment if a closed padlock appears in the status bar of your browser. The security guarantee of the PARQUES REUNIDOS servers is supported by a certificate issued by the company VeriSign. This certificate guarantees that the client is communicating his data to a server of PARQUES REUNIDOS and not to a third party trying to impersonate it.

PARQUES REUNIDOS, in its commitment to fraud prevention, will collaborate both with the payment platforms used for the purchase of products through the Portal, as well as with the competent authorities, providing the information of any transaction that may be necessary, always in compliance with the legal requirements in force.

Finally, PARQUES REUNIDOS is not responsible for the content of the websites that the User may access through the links established on its website and declares that under no circumstances will it examine or exercise any type of control over the content of other websites. Likewise, it does not guarantee the technical availability, accuracy, veracity, validity or legality of sites outside its property that can be accessed through the links.

1.7 Incorporation of the Specific Terms and Conditions of Contract and of the Park Rules.

The purchase and use of any Product through the Portal entails the acceptance of the General Conditions of Contract, the acceptance of the Specific Terms and Conditions of Contract applicable to the Products and services purchased; and the Park Rules. that you can consult in Park Rules. Please read them carefully before proceeding with the purchase.

2. PROCEDURE FOR DEALING WITH COMPLAINTS

In order for the User to be able to claim effectively in case of error, defect or deterioration; as well as to make effective the guarantees of quality or level of service offered, and to obtain, where appropriate, the equitable refund that may be relevant in the event that there has indeed been a breach or defective performance by PARQUES REUNIDOS, he/she may address his/her claim to:

Zoos Ibéricos, S.A., with registered office at Recinto Zoo-Aquarium de Madrid, Casa de Campo, s/n, 28011, Madrid.

911 547 481

consultaentrada@grpr.com

Your complaint or claim will be assigned an identification code and a receipt that will be given to you.

Likewise, the User as a consumer may request an out-of-court settlement of disputes, in accordance with Law 7/2017 of November 2, which transposes into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution in consumer matters.

You can access this method through the website: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE PURCHASE OF TICKETS AND ONLINE TICKETS:

These Specific Terms and Conditions apply to the following types of tickets: 

·        General 1 DAY: between 8 and 65 years old.

·        Children 1 DAY: between 3 and 7 years old.

·        Reduced 1 DAY

·        Senior (+65 years old).

·        Adults and children of large families. It must be proven by presenting an official document.

·        Disabled person + 1 free companion. Must prove a degree of disability equal to or greater than 33% by presenting an official document. The companion enters free of charge. Disabled persons may always take advantage of the most economical rate offered to the general public available at the time of purchase and provided they meet the requirements of that rate. Check conditions on the website or at the ticket office.

·        General 1 DAY included in Pack Zoo Madrid + Faunia: between 8 and 65 years old. Full day general admission for each of the parks (Madrid Zoo Aquarium and Faunia). Valid for any day (according to the parks' opening calendar) until 31 December of the current year.

·        Children 1 DAY included in Pack Zoo Madrid + Faunia: between 3 and 7 years old. Full-day children's ticket for each of the parks (Madrid Zoo Aquarium and Faunia). Valid for any day (according to the parks' opening calendar) until 31 December of the current year.

·        Reduced 1 DAY included in the Madrid Zoo + Faunia Pack: Senior (over 65 years old), Adults and children with large family (proof must be provided by presenting an official document), or Disabled person + 1 companion free of charge (proof of a degree of disability equal to or greater than 33% must be provided by presenting an official document. The accompanying person enters free of charge. People with disabilities can always take advantage of the cheapest fare offered to the general public available at the time of purchase and provided they meet the requirements of said fare. Check conditions on the website or at the ticket offices). Reduced full-day admission for each of the parks (Madrid Zoo Aquarium and Faunia). Valid for any day (according to the parks' opening calendar) until 31 December of the current year.

·        Less than 3 years: free of charge.

1.     The ticket will only allow access to the Zoo Aquarium grounds (the "Park").

2.     The User must not cut, manipulate, damage or photocopy the Ticket. If any of these circumstances occur, access to the Park may be denied.

3.     The User can access the Park directly by showing the turnstiles staff the paper ticket or the downloaded QR Code. Access via QR code is only allowed through the Park's app and not via image or screenshot.

4.     If the User makes a mistake when purchasing a certain type of ticket through the Portal or the APP of the Park or Parques Reunidos (for example, purchases reduced tickets instead of general admission tickets, tickets for a different day than the one he/she really wants to go to the Park, etc.), he/she must make the appropriate change at the Park's ticket offices and pay, if applicable, the difference in price. For such change, the official retail price (PVP) of the maximum rate of the general admission ticket for access to the Park in force will be taken as a reference and not the price of advance ticket sales that appears on the Portal or the APP, and the User must pay the difference in the price of the tickets, where appropriate. Similarly, the difference, if any, will be paid to the User by bank transfer to the same account that the User indicated for the purchase of tickets through the Portal.

5.     The ticket will be valid for the date stated on the ticket and during the opening hours stated on the Park's website. In this way, the ticket is valid EXCLUSIVELY for the day indicated in the "Validity Date" box above. Consult calendar and opening hours at https://www.zoomadrid.com/ or call 911 547 481. In the case of purchasing a ticket with an open date, it will be valid EXCLUSIVELY for one day, from the day after its purchase until December 31 of the current year inclusive.

6.     The ticket cannot be combined with other promotions or discounts. No exchanges or refunds will be admitted with respect to having a specific date for their enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. In other words, the right of withdrawal does not apply to this type of products due to the nature of the product.

7.     Each ticket has a unique control barcode that allows ONLY ONE ACCESS to the Park. Once validated, it cannot be used at a later date.

8.     If, for any reason, the User needs to leave the Park, he/she must contact the access staff or the Customer Service Department so that they can give him/her access again. If the User leaves the premises without giving proper notice, he/she will not be allowed to enter again.

9.     If the User has purchased a ticket subject to special (reduced) conditions (people with disabilities; people over 65 years of age; children; large family; etc.), he/she must prove compliance with these conditions at the time of access to the site, showing official supporting documentation (ID card, disability card, etc.). The latter must be proven with the ID card or other official document. However, in order to enter free of charge, they must be accompanied by a person with a general or reduced-price ticket, or someone with another ticket that allows access.

10.  The User must keep his/her ticket throughout his/her stay in the Park and show it at the request of any employee.

11.  Resale of tickets to third parties is prohibited.

12.  The User is informed that the Park may be closed for adverse weather, capacity, safety and public health reasons. PARQUES REUNIDOS will try to give as much advance notice as possible through the Portal and the official profiles on social networks and will offer the User a new date for the enjoyment of their tickets or any other measure that allows maintaining the balance of the contractual relationship. 

13.  Are incorporated by reference to the Park Rules.. The purchase and use of any article of sale by Internet, implies the acceptance of the conditions of online purchase, as well as the acceptance of the Park Rules.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE PURCHASE OF THE FAST FOOD MENU

·        Adult Fast food Menu.

·        Children's Fast food Menu.

1.     This product is additional and, therefore, does NOT include the entrance fee to the Park.

2.     The printed sheet or the QR Code downloaded in the Park's app, of the chosen menu option and depending on the online transaction previously made by the User, will be exchanged from 1:00 pm to 5:00 pm for an 'Fast food Menu' with French fries and drink (bottle of water, soft drink or small beer), included by default in the menu, with one of the following options:

Adult Fast food Menu

·        100% beef burger, chicken burger, XXL hot dog, bacon, sirloin or chicken sandwich or slice of pizza, with fries and a drink.

·        To be redeemed at the Serengeti Restaurant (sandwich, hamburger or pizza), Virunga Hamburger Restaurant (hamburger or hot dog), Aquarium Kiosk (sandwich or hot dog) and Australia Kiosk (hot dog).

·        The items offered in the 'Fast food Menu' may vary according to point of sale. If, for reasons beyond the control of the Catering Department, the above mentioned items cannot be offered, they will be replaced by a similar or superior product to the one offered.

Children's Fast food Menu

·        Beef burger and nuggets, to be redeemed at the Serengeti Restaurant.

·        Children's beef hamburger or hot dog with children's frankfurter sausage or nuggets, to be redeemed at B. Virunga.

·        Nuggets to be redeemed at the Aquarium Kiosk. 

·        The items offered in the 'Fast food Menu' may vary according to point of sale. If, for reasons beyond the control of the Catering Department, the above mentioned items cannot be offered, they will be replaced by a similar or superior product to the one offered.

1.     The User has at his disposal, both on the website of the Park and at the point of restoration all the necessary information regarding allergens so that he can make a choice suited to his needs. The Park declines any responsibility in case the User consumes a Product to which he/she is allergic or intolerant.

2.     Each Fast food Menu corresponds to a Ticket-Menu with its corresponding unique control code that entitles to only one redemption.

3.     The Ticket-menu corresponding to the 'Fast food Menu', will be redeemable from the opening to the closing of the above mentioned points of sale. Consult the schedule on the day of the visit at the Customer Service Office. No other type of menu may be exchanged.

4.     The Ticket-menu must not be lost, as it will be required from the User at the time of redemption at the point of restoration. The User must not cut, manipulate, damage or photocopy the Ticket. If any of these circumstances should occur, the Ticket-menu cannot be exchanged for the Ticket-menu.

5.     PARQUES REUNIDOS reserves the right to close the catering facilities for capacity, safety, food and public health reasons.

6.     Since it is a Product linked to an entrance to the Park, no exchanges or refunds will be admitted if it has a specific date - or a specific period - for its enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. That is to say, the right of withdrawal does not apply to this type of products due to the nature of the product to which they are associated. It is not cumulative to other promotions or discounts.

7.     Are incorporated by reference to the Park Rules. The purchase and use of any article of sale by Internet, implies the acceptance of the conditions of online purchase, as well as the acceptance of the Park Rules.

8.     Prohibited its sale to third parties.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE PURCHASE OF THE SELF-SERVICE MENU

These Specific Terms and Conditions apply to the following Self-service Menu modalities:

·        Adult Self-service Menu (from 8 years old).

·        Children's Self-service Menu (between 3 and 7 years old).

1.     This product is additional and, therefore, does NOT include the entrance fee to the Park.

The printed sheet or QR Code downloaded from the menu option will be redeemed, from 1:00 pm to 4:00 pm for a 'Gourmet  Menu' which includes:

·        1 First course. 

·        1 Second course.

·        1 drink (bottle of water, soft drink or medium sized beer).

·        1 Dessert.

·        The Gourmet Menu can be redeemed at the Zoo's "Kibanda Self-Service" restaurant. Supplements are not included in the menu.

1.     The User has at his disposal, both on the website of the Park and at the point of restoration, all the necessary information regarding allergens so that he can make a choice appropriate to his needs. The Park declines any responsibility in case the User consumes a product to which he/she is allergic or intolerant.

2.     Each Gourmet Menu corresponds to a Ticket-Menu with its corresponding unique control code that entitles to only one redemption.

3.     The Ticket-menu corresponding to the Gourmet Menu will be redeemable from the opening to the closing of the above mentioned points of sale. Consult the schedule on the day of the visit at the Customer Service Office. No other type of menu may be exchanged.

4.     The Ticket-menu must not be lost, as it will be required from the User at the time of redemption at the point of restoration. The User must not cut, manipulate, damage or photocopy the Ticket. If any of these circumstances occur, the Ticket-menu cannot be exchanged.

5.     The Park reserves the right to close any of the catering facilities for capacity, safety, food and/or public health reasons.

6.     Since it is a product linked to an entrance to the Park, no exchanges or refunds will be admitted if it has a specific date, or a specific period, for its enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. In other words, the right of withdrawal does not apply to this type of products due to the nature of the product to which they are associated. It cannot be combined with other promotions or discounts.

7.     The Park's Park Rules are hereby incorporated by reference. The purchase and use of any item for sale over the Internet implies acceptance of the online purchase conditions, as well as acceptance of the Park Rules.

8.     Prohibited its sale to third parties.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE PURCHASE OF THE ALL INCLUSIVE

These Specific Terms and Conditions apply to the following types of All Inclusive Menu:

·        All Inclusive Adult Menu (from 8 years old).

·        All Inclusive Children's Menu (between 3 and 7 years old).

1.     This product is additional and, therefore, does NOT include the entrance fee to the Park.

2.     You must exchange the printed sheet or the downloaded QR Code for a wristband at [define where to pick up the wristband].

3.     The wristband grants the right to purchase one drink per person every 60 minutes. Consumption is understood to be an Fast food Menu, a Gourmet Menu, or individual products (pizzas, sandwiches, water, normal soft drink or normal beer, etc.). In the cafeterias and/or ice cream parlors you can purchase drinks, pastries, ice cream and normal snacks.

4.     With the All Inclusive bracelet you will also have a 50% discount on wines and liquors, in the establishments identified with the All Inclusive distinctive. Please consult with the staff at our dining outlets if you have any questions.

5.     The User has at his disposal, both on the Park's website and at the various points of restoration, all the necessary information regarding allergens so that he can make a choice suited to his needs. The Park declines any responsibility in case the User consumes a product to which he/she is allergic or intolerant.

6.     Each All Inclusive Menu corresponds to a Ticket-Menu with its corresponding unique control code that gives the right to exchange for the wristband.

7.     Consult the schedule of the different points of sale on the day of the visit at the Customer Service Office. Exchanges for any other type of menu will not be allowed.

8.     The All Inclusive wristband must not be lost, as it will be required to the User at the time of redemption at the point of restoration. The User must not cut, manipulate, damage or photocopy the Ticket or the wristband. If any of these circumstances occur, it will not be possible to redeem.

9.     The Park reserves the right to close any of the catering facilities for reasons of capacity, safety, food and/or public health.

10.  Since it is a product linked to an entrance to the Park, no exchanges or refunds will be admitted if it has a specific date, or a specific period, for its enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. In other words, the right of withdrawal does not apply to this type of products due to the nature of the product to which they are associated. It cannot be combined with other promotions or discounts.

11.  The Park's Park Rules are hereby incorporated by reference. The purchase and use of any item for sale over the Internet implies acceptance of the online purchase conditions, as well as acceptance of the Park Rules.

12.  Prohibited its sale to third parties.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE COCA-COLA FREESTYLE GLASS

1. The Coca-Cola freestyle glass ticket will be exchanged for 1 unit of Coca-Cola free glass. In case of acquiring 2 or 3 Coca-Cola fr glasses, it will be exchanged for 2 or 3 units of glasses, respectively. Do not lose the ticket, it will be required when making the exchange in the Main Cafeteria on your mobile or printed. The glass can be refilled every 45 min at Burger Virunga and Kiosko Delfinario. The glass can be used in a future visit, at a cost of €10 per glass to reactivate it. If for reasons unrelated to the Restoration Department, what is offered in advertising cannot be offered, it will be replaced by a product similar to the one offered. Check opening hours when you arrive at the park.
2. The purchase and use of any item for sale on the Internet entails acceptance of the online purchase conditions as well as acceptance of the Park's operating rules.
3. It is not combinable with other promotions or discounts. No changes or refunds are allowed.
4. The User must not cut, manipulate, damage or photocopy the printed Ticket. If any of these circumstances occur, it cannot be exchanged for the Ticket-menu. When you arrive at the Park, check the opening and location of the different restaurants, their time availability and place to redeem the product purchased online.
5. Each ticket has a unique control bar code that entitles you to a Coca-Cola freestyle glass Ticket redeemable once per unit in the Park.
6. Sale to third parties is prohibited.
7. This product is additional and, therefore, does not include entrance to the Park.
8. We reserve the right to close the restaurant facilities, without prior notice, for reasons of capacity, security, food reasons and public health.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE PHOTO WITH ANIMAL

1.     This product is additional and, therefore, does NOT include the entrance fee to the Park.

2.     The printed sheet or the QR Code, downloaded from the Park's APP, will be exchanged for a 15x20 cm souvenir photo at the photo store. 

3.     The User must not cut, manipulate, damage or photocopy the Ticket. If any of these circumstances occur, the ticket cannot be exchanged for the souvenir photo.

4.     Non-refundable for its economic value. No exchanges or refunds will be admitted as they have a specific date -or a specific period- for their enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. In other words, the right of withdrawal does not apply to this type of products due to the nature of the product. Prohibited its sale to third parties.

5.     No prior reservation is required. Consult opening hours and animal activities on the website, APP, Customer Service or in our stores.

6.     The photo may only be taken with one of the following animals: sea lion, giraffe, snake, exotic bird or bird of prey. The User will take the photo at the end of the corresponding educational activity with the animals according to the activity schedules listed on the website (activity schedules are subject to change due to weather or security conditions).

7.     This product does not include a photo with the dolphin.

8.     It is expressly stated that there will be no contact between the User and the animal for safety and hygiene reasons.

9.     Product valid only for the chosen date, except if the "Open Day" option is selected, which will be valid until the end of the current year in which the purchase was made.

10.  Regarding the processing of the photograph acquired by you (image), we inform you that it will be treated individually by Zoos Ibericos, S.A. and the company that manages its central services, Parques Reunidos Servicios Centrales, S.A. as responsible for the treatment and jointly as co-responsible solely for the purpose of you to acquire your photograph as a souvenir of your visit to the park and based on the execution of the contract arising from the purchase of the photograph (general conditions of contract and these Specific Terms and Conditions of contract). At any time you can exercise your rights (access, rectification, opposition, deletion, limitation, portability or, where appropriate, not to be subject to automated decisions including profiling) by sending your request along with a copy of your ID card or other document by which we can prove that you are the owner of the personal data on which your request concerns, to the attention of the Data Protection Officer of the data controllers at dpo@grpr.com or Federico Mompou, 5, Parque Empresarial "Las Tablas", Edificio 1 - Planta 3ª, 28050, Madrid. You may also file a complaint with the Spanish Data Protection Agency when you consider it necessary to safeguard your rights. Complete information about the treatment of the images captured in the photograph acquired by you as a souvenir is incorporated in the visible signs located in the same place where the photograph will be taken.

11.  Are incorporated by reference to the Park Rules. The purchase and use of any article of sale by Internet, implies the acceptance of the conditions of online purchase, as well as the acceptance of the Park Rules.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE PARK'S ENTRANCE PHOTO

1.     This product is additional and, therefore, does NOT include the entrance fee to the Park.

2.     The printed sheet or the QR Code, downloaded from the Park's APP, will be exchanged for a 15x20 cm souvenir photo at the photo store. 

3.     The User must not cut, manipulate, damage or photocopy the Ticket. If any of these circumstances occur, the ticket cannot be exchanged for the souvenir photo.

4.     Non-refundable for its economic value. No exchanges or refunds will be admitted as they have a specific date -or a specific period- for their enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. In other words, the right of withdrawal does not apply to this type of products due to the nature of the product. Prohibited its sale to third parties.

5.     No prior reservation is required. Check opening hours on the web, APP, Customer Service or in our stores.

6.     Product valid only for the chosen date, except if the "Open Day" option is selected, which will be valid until the end of the current year in which the purchase was made.

7.     Regarding the processing of the photograph acquired by you (image), we inform you that it will be treated individually by Zoos Ibericos, S.A. and the company that manages its central services, Parques Reunidos Servicios Centrales, S.A. as responsible for the treatment and jointly as co-responsible solely for the purpose of you to acquire your photograph as a souvenir of your visit to the park and based on the execution of the contract arising from the purchase of the photograph (general conditions of contract and these Specific Terms and Conditions of contract). At any time you can exercise your rights (access, rectification, opposition, deletion, limitation, portability or, where appropriate, not to be subject to automated decisions including profiling) by sending your request along with a copy of your ID card or other document by which we can prove that you are the owner of the personal data on which your request concerns, to the attention of the Data Protection Officer of the data controllers at dpo@grpr.com or Federico Mompou, 5, Parque Empresarial "Las Tablas", Edificio 1 - Planta 3ª, 28050, Madrid. You may also file a complaint with the Spanish Data Protection Agency when you consider it necessary to safeguard your rights. Complete information about the treatment of the images captured in the photograph acquired by you as a souvenir is incorporated in the visible signs located in the same place where the photograph will be taken.

8.     Are incorporated by reference to the Park Rules. The purchase and use of any article of sale by Internet, implies the acceptance of the conditions of online purchase, as well as the acceptance of the Park Rules.

SPECIFIC TERMS AND CONDITIONS APPLICABLE TO THE IMMERSIVE EXPERIENCE

1.     This product is additional and, therefore, does NOT include the entrance fee to the Park.

2.     The printed sheet or the QR Code, downloaded from the Park's APP, will be exchanged for a 15x20 cm souvenir photo at the photo store. 

3.     The User must not cut, manipulate, damage or photocopy the Ticket. If any of these circumstances occur, the ticket cannot be exchanged for the souvenir photo.

4.     Non-refundable for its economic value. No exchanges or refunds will be admitted as they have a specific date -or a specific period- for their enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. In other words, the right of withdrawal does not apply to this type of products due to the nature of the product. Prohibited its sale to third parties.

5.     No prior reservation is required. Check opening hours on the web, APP, Customer Service or in our stores.

6.     Product valid only for the chosen date, except if the "Open Day" option is selected, which will be valid until the end of the current year in which the purchase was made.

7.     Minimum height: 40in.

8.    Maximum weight: 472lb.

9.    Children under the age of 13 must be accompanied by an adult.

10.    1 person per seat, no babies in arms. Visitors must remain seated at all times.

11.    Umbrellas, cameras, jewellery or other objects are not permitted. Persons with long hair must keep it tied back. Appropriate clothing must be worn.

12.    Eating, drinking and smoking are not permitted. 

13.    RV goggles must be properly fitted to the head, without the use of hands.

14.    Visitors must have control over their upper and lower body and be able to sit correctly without assistance. Visitors need to be able to access the attraction independently or with the accompaniment of the person in charge. Please ask an attendant for assistance with wheelchair accommodation if required.

15.    If you experience discomfort, dizziness or disorientation, remove your VR goggles and wait until the ride is fully complete before disembarking.

16.    Do not use this attraction if you are pregnant or may be pregnant. Do not use this attraction if you have suffered or currently suffer from back and neck problems, heart conditions, high blood pressure, broken limbs, epilepsy or seizures.

17.     Are incorporated by reference to the Park Rules. The purchase and use of any article of sale by Internet, implies the acceptance of the conditions of online purchase, as well as the acceptance of the Park Rules.

PARTICULAR CONDITIONS APPLICABLE TO COMMUNIONS (the “Event”)

1. This product includes admission to Zoo Aquarium (the “ Park ”). It only allows access to the Park grounds and does not include access to paid activities or interactions. The ticket will be valid for the date of the Event. See calendar and opening hours at www.zoomadrid.com or by calling 911 547 479.

2. The User must follow all the indications and instructions included at each stage of the RESERVATION process on the screen (RESERVATION), completing for this purpose the information required by the forms posted on the portal, which will entail the prior reading and acceptance of all the General and Specific Contract Conditions set out therein, so that the User declares to know and accept said procedures as necessary to access the products and services offered in the Reservation section of the Portal.

3. The total amount that the User must pay to Parques for the Event (hereinafter, the “ Total Amount ”) will be the result of multiplying the price of each individual menu by the total number of diners at the Event.

4. Any change in the number of attendees to that previously agreed upon must be communicated by the Client to the Company at least FIFTEEN (15) DAYS prior to the Event (the Park will contact the Client for this purpose). If at the time of the Event the minimum number of attendees guaranteed is not present, the Client agrees to pay the Total Amount agreed, even if the number of attendees is lower. If, on the other hand, a greater number attends than that contracted, the Client must previously consult the Company regarding this increase. In the event that the Company confirms the additional guests, the Client will pay for each corresponding additional guest, in which case the Client may check during the event, together with the responsible Maitre, the exact attendance. If this is not done, the Client will accept the initial number indicated by the Company. If the Client requests any additional service to those contemplated in the RESERVATION section, these must be paid in full at the time of requesting the service and in any case ten (10) days before the Event is held.

5. At the time of contracting, the User must pay, as a deposit, the amount of SIX HUNDRED (600) EUROS. The amounts remaining to be paid by the User until the Park has paid the Total Amount, will be paid in full by the User by bank transfer or electronic payment at least TEN (10) days before the Event. In the event that the User does not pay the outstanding amounts within the indicated period, the Park may demand late payment interest at the legal rate increased by two (2) percentage points and compensation for damages to which it may be entitled.

6. The cancellation of the Event will, in any case, entail the loss of the amount paid by the Client as a deposit, which will remain in the possession of Parques as a non-substitute penalty clause. Additionally, in those cases in which the cancellation is carried out within TEN (10) days prior to the Event, the Client must pay Parques an amount equivalent to NINETY percent (90%) of the Total Amount. If at that time the Client has already paid the Total Amount, TEN percent (10%) of the Total Amount already paid will be returned. However, if for any reason the cancellation is carried out within TEN (10) days prior to the Event, and at that time the Client has not yet paid the Total Amount, the Client must pay Parques an amount equivalent to what remains to be paid until NINETY percent (90%) of the Total Amount is paid.

7. Non-refundable for its economic value. Changes or returns will not be accepted as it has a specific date - or a specific period - for its enjoyment, in accordance with the provisions of article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. In other words, the right of withdrawal does not apply to this type of product, taking into account the nature of the product.

8. The reservation will be for a minimum of TWENTY (20) people. The total number of diners must be definitively confirmed at least FIFTEEN (15) days in advance (i.e., 360 hours before the opening time of the Park on the day of the event).

9. The menu will be specified and agreed upon at least FIFTEEN (15) days in advance (i.e. 360 hours before the Park's opening time on the day of the event). Outside this period, the User may not demand a change to the menu. Without prejudice to the foregoing, the Park will consider any proposal for changes to the menu requested by the User. However, the Park will only accept such proposals if it considers, at its sole discretion, that it can duly meet them based on its operational capabilities.

10. The User has at his disposal at the catering points all the necessary information regarding allergens so that he can make a choice appropriate to his needs. The User must inform the Park at least FIFTEEN (15) days in advance (that is, 360 hours before the Park's opening time on the day of the event) if any of the diners have special needs due to allergies and/or food intolerances. The Park declines any responsibility in the event that the User or any of the diners consume a product to which he is allergic or intolerant.

11. Each visitor member of the group will receive a ticket with which they can access the Park grounds during the opening hours established on the day of the visit.

12. The catering service will be provided at one of the Park's catering points. The Park reserves the right to modify these facilities for operational reasons, replacing the initial installation with another with similar characteristics.

13. The reservation of the Event will not, under any circumstances, imply the exclusive reservation of the Park or the facilities in which the catering service is provided.

14. The User is informed that the Park may be closed due to adverse weather conditions, capacity, public health and safety. The Park will try to notify as far in advance as possible through the Portal and official social media profiles and will offer the User a new date for the use of their tickets or any other measure that allows maintaining the balance of the contractual relationship.

15. The Park will not be responsible for the loss, theft, robbery or damage of any property of the User and/or their guests found within the Park for reasons not attributable to the Park or its staff.

16. See the Privacy Policy at the following link: www.zoomadrid.com/politica-de-privacidad

17. The Park's Operating Rules are incorporated by reference. The purchase and use of any item sold online implies acceptance of the online purchasing conditions, as well as acceptance of the Park's Operating Rules.

18. Sale to third parties prohibited.

PARTICULAR CONDITIONS APPLICABLE TO BIRTHDAYS (the “Event”)

1. The purpose of these General Conditions is to regulate the services that Zoos Ibericos , SA (hereinafter, “ Zoos ”) will provide to those people (hereinafter, the “ Client ”) who contract the celebration of a birthday or event (hereinafter, the “ Event ”) at the Madrid Zoo-Aquarium (hereinafter, the “ Zoo ”).

2. These General Conditions have been drawn up in accordance with the provisions applicable to Law 34/2002 on information society services and electronic commerce, Law 7/1998 on General Contracting Conditions, Royal Legislative Decree 1/2007 of 16 November, approving the revised text of the General Law for the Protection of Consumers and Users and other complementary laws, Law 59/2003 of 19 December on electronic signatures and any other applicable legal provisions.

3. The Client understands that the information contained in the general information about the Event, in these General Conditions of Contract and in the Specific Conditions of Contract, are sufficient and sufficient to exclude error in the formation of consent.

4. To contract the Event, the Client must follow all the indications and instructions contained in the form, completing the required information for this purpose, which will entail the prior reading and acceptance of all the General and Specific Conditions of contracting established therein, so that the Client declares to know and accept said procedures as necessary to access the products and services offered by Zoos.

5. The Client will formalize the contracting of the Event by completing this form, sending it electronically and subsequently paying the reservation for which the client must send proof of payment. These General Conditions of Contract, as well as the Particular Conditions that may be indicated, will become part of the contract with the Client at the time of express acceptance by the Client , manifested by means of completing and sending the purchase data entered in this form. In any case, payment of the reservation must be made at least TEN (10) DAYS prior to the celebration of the Event.

6. The contracting of the Event implies the acceptance as a Client, without reservations of any kind, of each and every one of these General Contracting Conditions and the Specific Contracting Conditions that are made available to the Client prior to the formalization of the contracting of the Event.

7. The services that Zoos will provide to the Client during the Event are:

Catering service . Zoos will provide the Client with a catering service consisting of the preparation and service of a specific number of lunches and/or snacks, the time, place and menu of which will be determined by Zoos. At the time of booking, the Client must inform the Client if any or more of the attendees at the Event have any type of allergy that Zoos should be aware of in order to take the necessary measures in due time. In the event that these allergies have not been communicated at the time of booking, Zoos will not be liable for any consequences that may arise from the allergies of the attendees at the Event. We remind you that you should not provide personal data of those with allergies or intolerances, only the type of allergy or intolerance and the number of people.

Access to the Zoo . Upon arrival at the Zoo, the Client will have to identify himself/herself (i) at the door of the Zoo offices if the Client enters with a monitor or ( ii ) at the ticket office at the entrance to the Zoo if the Client enters without a monitor, where he/she must indicate the name of the organizer of the Event so that they can provide him/her with the access ticket through the turnstiles. The Client will have access to the Zoo facilities that are operational during the opening hours established on the day of the Event, without this giving rise to any compensation or indemnity in favor of the Client.

8. Children aged 3 years and older may participate in the Event. Minors must be accompanied by an adult at all times. The Event must be booked at least TEN (10) days in advance of the Event. The Event reservation will not, under any circumstances, imply the exclusive reservation of the Zoo, the facilities where the catering service is provided or access to the facilities. It is essential that the date of the Event is a day when the Zoo is open according to the official calendars.

9. The Client and all his/her guests are obliged, at all times, to respect the Zoo's operating rules posted to the public in the Customer Service Office and on our website: https://www.zoomadrid.com/normas-de-funcionamiento .

10. The total amount (hereinafter, the “ Total Amount ”) that the Client must pay to Zoos as a result of the Event will be the result of multiplying the total number of attendees by the individual price for each attendee indicated on the form, as well as any other additional service that may be contracted. The minimum number of attendees must be ten (10) children (children being considered those aged 3 years and older). If this minimum is not reached, the Client must also pay the difference. For every ten (10) paying children, Zoos will provide two (2) free adult tickets and one (1) free educator. The price of the educator is €55 (per educator, a maximum of 12 visitors may be present).

11. If the child celebrating the Event at the Zoo is the holder of a Platinum Parks Pass , he/she will receive a 10% discount on the price of the ticket + menu (not on the guide) or 5% if the Parks Pass is Gold, as long as Zoos are included in your Parks Pass. The Parks Pass must be valid on the day of the Event. The Client knows and accepts that this discount cannot be combined with other promotions. However, if any of the attendees other than the child who is attending the Event is a Parks Pass holder, he or she must pay the same price as the rest of the attendees at the Event.

12. At the time of contracting the Event and in any case prior to the celebration of the Event, the Client must pay by bank transfer or bank deposit, and prove having paid Zoos, the amount corresponding to the birthday fee. In the event that the Client does not pay the outstanding amounts within the indicated period, Zoos may demand late payment interest at the legal rate increased by two (2) percentage points and compensation for damages to which it may be entitled.

13. The Client may modify the date of the reservation provided that it is done at least SEVENTY TWO (72) HOURS in advance with the possibility of modifying the date of the event, subject in any case to the availability of Zoo or cancelling the celebration of the Event. Zoos informs that the Client does not have the right of withdrawal, pursuant to the provisions of article 103.l) of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.

14. Zoos will not be responsible for the loss, theft, robbery or damage of any property of the Client and/or their guests at the Event that is found within the Zoo.

15. Zoos and the Client, waiving any other jurisdiction that may apply to them, will submit any incidents that may arise from this agreement to the territorial jurisdiction of the Courts and Tribunals of the city of Madrid.

If any clause of these General Terms and Conditions is declared, totally or partially, null or ineffective, such nullity or ineffectiveness shall only affect such provision, or part thereof, which is null or ineffective, and the rest of the General Terms and Conditions shall survive in all other respects and such provision, or the part thereof affected, shall be deemed not to have been included, unless, because it is essential to these General Terms and Conditions, it should affect them in their entirety.

These General Terms and Conditions and the Specific Terms and Conditions that may be applicable shall be interpreted and governed in accordance with Spanish law.

For any litigious matter that may arise, the parties submit to the jurisdiction of the courts and tribunals to be determined according to the applicable rules of procedural distribution and consumer and user protection.