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How to make changes, cancellations or refunds

Sorry, it is not possible to change the date or time or make a refund once payment has been made. If you have been able to complete the payment process, you have accepted our terms of service where this is specified.

Change or cancel an unpaid group booking

If it is a tour group, educational group or cultural group, a booking not yet paid for can be changed or cancelled, changing the number of members of the group or renting guide devices (microphone transmitter + receiver headsets). Please remember that the date and time of the visit cannot be changed; if you need to do so, make a new booking at the desired time and then cancel the original booking. The schedule is not strict in museums that offer self-guided tours; however, if the group does not attend at the reserved time, entrance may be delayed. In museums that only offer guided tours, the time is strict.

This procedure is applicable to all types of groups.

Steps to follow

  1. Access the private user area by logging in with your username and password.
  2. From the top menu go to “My bookings”.
  3. Your bookings will be shown: Click the link “Change booking” associated with the booking to be changed.
  4. A screen will appear where changes can be made to your booking.
  5. To change the booking, select the “Change booking” button to confirm your changes.
  6. To cancel the booking, select the “Cancel booking” button and confirm the cancellation.

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How to cancel a free booking for educational groups

This procedure applies only to educational groups with free bookings.

Steps to follow

  1. Access the private user area by logging in with your username and password.
  2. From the top menu go to “My bookings”.
  3. Select “Paid bookings” on the left menu.
  4. Your bookings will be shown: Press the “Cancel booking” button associated with the booking to be cancelled.
  5. Your booking details will be shown. Click “Cancel” to cancel your booking, and confirm the cancellation.

Considerations

Once the free bookings for educational groups have been made, they can only be changed at the ticket desk on the day of the visit.

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