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All people who are going to take part in any tourist service or transfer must be included in the reservation confirmation, including babies.
Civitatis offers information about children and babies in each of its activities and transfers.
Even if you use your email, your Civitatis account, or even your bank card to make the reservation, you must indicate the details of the person who will participate in the service.
We always try to provide the minimum price for each activity, so unfortunately we cannot offer any discount for booking various services. We also do not offer any kind of discount code.
We currently have physical offices in central Madrid (at Calle Montera 32 and Calle Coloreros 2). From there, you can book services for any destination. If you’re not in Madrid, please make your reservation directly on our website or app.
Our recommendation is that you make your reservation as soon as you know the date you would like to take part, to avoid lack of availability. You must bear in mind that both with transfer services and activities there is a minimum time in advance to be able to process the reservation. You can see what this time is in the activities tab in the “Details > When to book?” Section. In the transfer description you will find it in the section: “Frequently asked questions”.
It’s not possible. In order to formalise the reservation, it is necessary to indicate the date on which you want to take part in the activity and / or transfer.
For security and data protection reasons it is not possible to make reservations by phone.
It’s not necessary to be registered to make a reservation with Civitatis. However, it’s highly recommended so that you have access to the customer panel that’ll allow you to easily manage your reservations. If you don’t want to create an account, you can complete your reservation simply by filling in the information on the reservation form or via your Facebook or Google account.
To see the final price of an activity, in the calendar you must choose the day you want to take part, select the number of participants and the type of activity, and you will immediately see the price at the bottom.
Booking with Civitatis is easy and intuitive. The reservation process can be divided into four easy steps:
In the description of the activity you want to book, you should choose the day on the calendar, the kind of activity, and the number of people who want to participate. Then you click on the “Book” button.
Once the payment has been processed, you’ll immediately receive the email confirmation with the email address you gave in step 3.
If you have a Civitatis account, you’ll receive the confirmation in the pre-defined email in your client’s account, as well as being able to see it in your panel.
It isn’t possible to make a booking for a free tour if your group size exceeds the maximum group size indicated on the website. In this case, you’ll have the option of booking a paid tour or a private tour.
To find out about the accessibility of each tour, check the “Accessibility” section in the activity’s description.
If a tour is not indicated as accessible, we do not recommend you take it if you have reduced mobility or if you have a pram, as it may present difficulties.
It is only possible to book on those days marked in black in the calendar of the activity. Within each date, if a time slot is not available, it is because there is no longer availability for that time slot.
Please note that some of our activities are connected directly to our provider’s system, so availability may not be synchronised in real time. If you see available places, but you can’t finalise the booking, it is because there is no longer availability.
Unless otherwise specified in the tour description, all visits are outdoors.
Free Tours do not have a fixed price, but operate on a voluntary tipping system. Each person contributes the amount they feel is appropriate based on their experience and satisfaction with the tour.
The usual amount varies depending on the city and the quality of the tour, but generally ranges between €10 and €20 (15-25 USD) per person.
Payment for Free Tours is usually in the local currency. Some providers accept payment in other currencies or have a card payment terminal, but this varies from destination to destination.
To confirm the best method of payment, we recommend that you contact the provider directly after making your booking. You will find their contact details in the confirmation email.
We offer layover tours in many of our destinations. Check the duration and specific conditions in the description of the service.
All activities are carried out normally throughout the year regardless of rain or bad weather. If, due to extreme weather conditions (for example, heavy snowfall), the local operator has to cancel a tour because is a risk to the service and its participants, we’ll inform you and offer you an alternative date or an immediate refund of your payment.
Regular tours always leave on time and it is not possible to change the start time. Regarding private tours, if you want to start at another time you can check with us before making the reservation through our contact form.
if you are going to be late, both for a private tour and a regular tour, you can contact the local provider on the phone number that you will see on your confirmation voucher.
We always try to specify in the activity description whether you will have access to a monument or just pass by it. If no details are provided, it means you will only visit the exterior of the mentioned locations and won’t have access to the inside.
At Civitatis we offer most of our activities with guides or recorded commentaries in Spanish, English, Italian, French, and Portuguese. In any case, this is always indicated in the description of the activity. You can check the language of the activity by clicking on the “Details” section, under “Language”.
This issue may occur when sales have closed, but the calendar has not yet been updated. If you’re unable to complete the reservation, it means there is no availability for that date. We recommend trying to book for another day when the service is available.
This can happen if we’ve recently closed sales and the calendar hasn’t updated yet. If you can’t complete your booking, it means the date is fully booked. Please try selecting a different day.
Tourist cards provide access to various attractions. For many of these activities, advance booking is required. You can find all the details for each activity in the tourist card guide.
Although the tickets you receive will grant you priority access, for security reasons, you will still need to go through the security check.
In most of the activities, we indicate whether it’s possible to do them with pets or not. You can usually see this information in the “details” section of each activity.
In most of the activities, we indicate if the route is suitable or not for people with limited or reduced mobility. You can see it in the “accessibility” section.
This is sometimes possible and usually incurs a surcharge. It’s best to ask us before booking.
For private activities, the price remains the same for one person or multiple participants as it may include a guide and vehicle.
The price is set based on group size, according to limits determined by our local partner.
If your group size isn’t listed as an option, you’ll need to book for the next largest group size.
You can view pricing based on group size by selecting the date you’d like to do the activity.
Occasionally, private tours or excursions may take place at a different time to that published. Please contact us before booking so that we can inform you.
For smoother logistics, it’s recommended to agree on a single meeting point with the guide. Once the reservation is made, you can contact the service provider to arrange a meeting point that best suits your needs.
To book, simply choose the tour, your preferred date, and group size.
Please note that the listed price is based on group size, with limits set by our local partner.
If your group size isn’t one of the options provided, you’ll need to select the group size for the next available option.
Most of the activities have at least one available time slot. If different start times are offered, you’ll be able to see which ones are available when you select a date marked in dark gray. Some activities, such as tour buses, are booked on a daily basis and can be enjoyed with a flexible schedule during the hours the service operates.
Some activities have limited availability and you’ll be able to see them when you select the date. Availability may change depending on the day you wish to book.
On the activity’s page, you’ll find the calendar to check the available dates. When the date shows in dark gray, the activity is available. When the date is light gray, it means either there are no places left or the activity does not take place on that day.
You can make your reservation payments through our website or mobile app with any of the payment methods indicated in the booking process or, if you are in Madrid, in our physical offices (Calle Montera 32 and Calle Coloreros 2) where we accept payment by credit card or cash for any destination.
At Civitatis, we offer an easy and hassle-free booking service that allows safe and secure payments via Visa, MasterCard, American Express, Diners Club, Discover, Google Pay, or Paypal through our website or mobile app.
Depending on your country of origin and the currency you choose when making your reservation, the following payment options are available to you, including payments by installments:
In euros:
In dollars or pounds:
In euros or dollars:
In Brazilian reales:
In euros or dollars:
In Chilean pesos:
In euros or dollars:
In Colombian pesos:
In euros or dollars:
In Mexican pesos:
In euros or dollars:
In Peruvian soles:
In euros or dollars:
If the charge appears on your bank account, but have not received a confirmation email, check your spam folder. If you still have not received a confirmation email from us, it’s possible your email address was registered incorrectly. In this case, fill out our contact form and we’ll assist you.
In the event that the amount has not been charged, the payment was probably not completed and, therefore, the service is not confirmed. Make the reservation again and finish the process.
Unfortunately, as this is an automatic operation, it is not possible to refund to another card for security reasons. If you have the right to a refund, the amount will be returned via the same form of payment by which the reservation was made.
Keep in mind that, depending on your bank, your refund may take several days to be reflected in your balance. This will depend on the cycle of your card. Your bank or issuing entity can give you more information about this. If you wish, you can also contact us through our contact form.
The refund will be processed once we confirm it has been completed. The amount can be refunded to the same payment method you used to make the booking, or to your Civitatis account balance, which will be available for future purchases without an expiration date.
The time it takes to reflect in your account may vary depending on the payment method used:
Credit/Debit Cards: Refunds typically take 5 to 15 business days to process. This allows time for both us and your bank to handle the transaction properly. Please note that if you used a credit card, the refund won’t appear as a deposit in your bank account, but rather as a cancellation of the charge, reducing the outstanding balance on your current credit card period.
PayPal: If you paid via PayPal, the refund should appear in your account within 1 to 2 business days.
Klarna: Your refund will be processed within 5 to 7 business days.
Civitatis Wallet: If you paid using your Civitatis wallet balance, the refund will be reflected in your account immediately.
If you have any questions about your refund, please reach out to us through our contact form.
You will be charged at the time of booking.
If you pay with a credit card and choose the installment payment option because you are from Brazil or Spain, you can pay in monthly installments and select the number of payments you prefer.
The main reason why a duplicate payment may appear is because you have tried several times to make the same reservation and, in one of those attempts, you have misspelled your email, which is where our reservation confirmation notifications arrive. Another common reason is that a transaction has been rejected in the first instance by your bank, but later the rejection is resolved and the charge is sent to you again. In case you have any questions about your payment, you can contact us through our contact form.
The most common reasons for a payment being rejected or encountering errors include incorrect card details, insufficient funds in the account, or an expired card. If none of these apply to your case, we suggest trying another payment method or contacting your bank or card issuer to find out the exact cause.
If you have any questions about your payments on our website or app, feel free to reach out to us through our contact form.
Currently, we only have a physical office in the center of Madrid (at Calle Montera 32 and Calle Coloreros 2), where you can book our activities or services for all destinations in cash. If you’re booking from anywhere else in the world, you can make your reservation directly on our website or through the app.
You can make your reservation payment in euros (€), dollars (US$), pounds (£), Mexican pesos (MXN), Brazilian reais (R$), Colombian pesos (COP), Chilean pesos ($), Argentine pesos (ARS), or Peruvian soles (S/.). You can select your preferred currency from the menu.
Currently, only our customers from Brazil and Spain can choose the option of deferred payment with a bank card, as well as customers paying in euros using the Klarna payment method.
You can use it at any time without worrying because it doesn’t expire.
You might find the confirmation email in your Junk/Spam/Advertising/Promotions folder. If you can’t find it, please contact us so that we can resend it to you.
Giving Civitatis as a gift is very easy. Click here and we’ll show you how to do it:
The Civitatis gift card is a truly unique way to make your loved ones’ dreams come true. Why’s it so special? Because, with the gift card, they can book extraordinary experiences and make some unforgettable memories. The best part is, it never expires and they have the freedom to choose whatever activity or tour they desire. With over 82,000 activities in over 3,700 destinations worldwide, the possibilities are endless!
Yes, on our website you will find “You choose!” private activities in a wide variety of destinations. To find them, simply type “private tour” followed by the destination you wish to travel to in our search engine.
The prices of these private tours are set in ranges. For example, if the options available on the website are “up to 5 people” and “up to 10 people” and there are 7 of you, you should choose the option of up to 10 people.
If your group exceeds the maximum number indicated, you can contact us to request a personalised quote.
Most of our activities can be done privately for just your group. All you have to do is contact us and tell us the activity or service you want to do, the number of people and the date. With this information, we’ll provide you with a personalised quote.
We specialise in marketing activities and excursions independently. As we aren’t a travel agency, we don’t offer planned trips.
We recommend you to check our destination services and our guides to organise your trip: www.civitatis.com/en/guides/
No. In order for the booking to be confirmed you must complete each and every step of the booking process.
If you have received an error when confirming your booking, please contact us urgently via our contact form. We recommend you don’t repeat the purchase as it could generate a duplicate in our system.
If you make the reservation with your accommodation keys, you’ll enjoy the discount of your commission on the final sale price. But we do not offer any additional discounts for collaborators.
You can unsubscribe from our newsletter by clicking here. We’ll send you an email with instructions. We want to thank you for sharing all this time with us and we hope to see you again soon at civitatis.com.
Registration isn’t compulsory, but we recommend you register to access your booking information at any time through the My Account section.
Registering allows you to manage all your bookings conveniently and visually, view and download your activity vouchers, access your invoices, and much more. All you need to do is create an account to take advantage of these benefits and have everything related to your trips organised in one place.
If you wish to delete your Civitatis account, please contact us through our contact form or through the “Help” section of your customer panel and request the deletion of your account.
Once you have logged in to your user account, click on your name/profile photo in the top menu.
Once there, click on “My personal details” and then on the “Email” field. A new screen will appear where you can enter the new e-mail address you want to associate with your account and confirm the change
On our website, click the person icon in the menu, or, if you’re on mobile, click the three lines. Then select “Forgot my password.” This will take you to a new screen where you’ll enter the email address associated with your Civitatis account.
If you’re using our app, tap the person icon on the left side of the bottom menu, then “Log In,” and next, “Forgot my password.”
We’ll send you an email with instructions to reset your password. Be sure to check your junk/spam/promotions folder in case the email ends up there.
If you don’t receive it, please contact us via the contact form.
Once you have logged in to your user account, click on your name/profile photo in the top menu.
Once there, click on “My personal details” and then click on “Change password” in the drop-down menu. Fill in the form with the new password you wish to use and click on the “Change password” button to confirm the change.
An e-mail will be sent notifying you of the password change.
On the top menu of our website, click on the person icon or the three lines if you’re on a mobile device. Then, select the “Sign Up Here” option.
You’ll be redirected to the registration form, which you’ll need to complete to create your Civitatis account and access all the benefits of being a registered user.
By accessing your account through the “My Account” section, you can check your accumulated balance at any time.
It’s the easiest and quickest way to pay, with the peace of mind of not using your cards for your purchases.
No. You can use your Civitatis balance whenever you want without worrying about it expiring. It’s your money!
Just remember to log in with your Civitatis account and you’ll be able to enjoy your balance, available for any purchase. In the payment process you’ll see the option to pay with your Civitatis balance.