Terms of sale

These terms govern the purchase of tickets to the immersive experiences and the gift cards offered by Mad Land Madrid, S.L. ("Mad Land") through madlandmadrid.es. Making a booking or buying a gift card means you expressly accept these terms together with the legal notice, the privacy policy and the cookie policy.

The prices in force are those displayed on the site at the time of purchase, VAT included. Mad Land may update prices at any time, without affecting bookings already confirmed and paid for.

Bookings are made at madlandmadrid.es at least 24 hours before the session. Seats are assigned in order of confirmed payment, not start of purchase flow.

To book we require at least the name, surname, email and phone number of the person making the booking (mandatory fields). That person states they are of legal age and authorised by the rest of the attendees to provide their data.

A booking is only confirmed when payment is completed through the gateway. Until then the seat may be released and taken by another customer.

Once confirmed we send an automatic email with the session details, the booking code and a link to the booking manager. This email is the documentary proof of the purchase.

Payment is processed through the Redsys secure gateway. In compliance with EMVCo, MasterCard, VISA rules and the PSD II Directive, technical data of the session is shared with the issuing bank during the transaction to validate the payment (Strong Customer Authentication, SCA). Payment via Bizum is also accepted where available.

Cards accepted: VISA and Mastercard. You can request an invoice by emailing info@madlandmadrid.es with your booking code and billing details.

Bookings cannot be cancelled, but they can be moved to another available date and time provided the request is made at least 72 hours before the original session. Each booking allows for one modification.

A second modification, or no-show on the modified session, results in forfeiture of the booking with no refund.

If at the time of the modification there are no available sessions compatible with your dates, we will issue a gift card for the amount paid, redeemable within its validity period.

If fewer attendees show up than booked, the difference is not refunded. We recommend booking only for the minimum number of attendees you are sure of: the group can always be expanded on site up to a maximum of 8 people, paying the difference at the venue. The 8-person limit per session is strict.

For safety reasons, access to the experience is restricted to:

• Pregnant women
• People with cardiac conditions
• People with epilepsy
• People with walking difficulties
• Children under 12
• People with an extreme fear of heights
• People with claustrophobia

Participation is forbidden:

• Under the influence of alcohol or drugs
• While carrying a baby

Punctuality matters. All participants must be at the venue at the exact time stated in the booking.

If you are more than 5 minutes late the booking is forfeited and the price is non-refundable.

Mad Land is only liable for accidents not caused by negligent behaviour or failure to follow the rules.

Following the instructions of the experience and the recommendations of the staff is strictly mandatory.

Ignoring the instructions, misusing the facilities, recording or photographing will lead to immediate expulsion, with no refund.

Mad Land reserves the right to suspend the activity in case of a serious technical incident or staff indisposition, in which case the regime of cancellation by Mad Land described above applies.

Under Article 103(l) of Royal Legislative Decree 1/2007, which approves the Spanish Consumer and User Protection Act, tickets for leisure activities provided on a specific date or period are EXCLUDED from the right of withdrawal. Therefore, once your booking is confirmed it is not possible to cancel with a refund outside the cases described in the modifications and refunds section.

Gift cards, while not yet redeemed for a specific booking, may be cancelled within the legal 14 calendar day period from their issuance, unless the buyer has expressly requested immediate delivery for use. To withdraw, just email info@madlandmadrid.es with the gift card code.

Mad Land has official complaint forms from the Comunidad de Madrid available to consumers at the venue. You can also send your complaint to info@madlandmadrid.es and we will reply within one month.

Under Regulation (EU) 524/2013, the European Commission makes the online dispute resolution platform available to consumers: https://consumer-redress.ec.europa.eu. If you reside in Spain, you can also contact the Consumer Affairs Office of the Comunidad de Madrid.

These terms are governed by Spanish law. Any dispute will be heard by the court that corresponds under applicable law; if you act as a consumer, by the court of your domicile. Mad Land may update these terms to reflect legal changes or service improvements; the version in force will always be the one published on this same page.