Terms of sale

1. Who is selling

The seller is Mouseo-a8 SL (Casita-Museo de Ratón Pérez), tax ID (NIF) B87991287, registered at Calle Arenal, 8 - Local 14 - 1.ª planta, 28013 Madrid (Spain). Telephone +34 91 522 69 68. Email [email protected].

2. What these terms cover

These terms apply to ticket purchases on casamuseoratonperez.es. You must accept them before paying. We keep, with each purchase, the version of the terms you accepted.

Purchases are only for people aged 18 or over. The buyer is responsible for the accuracy of the details they provide.

You can buy in Spanish or English. The contract is concluded in the language you choose.

3. Tickets

We sell tickets for two activities, which are bought separately:

• The guided visit to the Casita-Museo.
• ‘El viaje de Pérez’, a virtual reality experience lasting about 5 minutes.

Each ticket is only valid for the day and time slot chosen.

Babies from 0 to 24 months do not pay or take up a place, but please include them when you book so the museum knows they are coming. From 24 months, the child ticket applies.

To use the reduced disability ticket, you must show the official document proving it when you arrive at the museum.

4. Price and payment

The price of each ticket type is shown on the website before you pay and includes VAT (IVA).

Payment is by card through Stripe (Stripe Payments Europe Ltd., Ireland). The museum does not receive or store your full card number.

While you pay, the tickets in your basket are held for 30 minutes. If you do not complete payment in that time, the places become available again.

The purchase is complete when Stripe confirms the payment.

5. How you receive your tickets

After payment, we send you an email with your tickets and a QR code. There is no need to print them: just show the code on your phone at the entrance.

If the email does not arrive within a few minutes, check your spam folder. You can also see your tickets in the customer area or look up your booking with its reference and your email address. If you still cannot find them, write to us.

We will send you a reminder the day before your visit.

6. Changes and cancellations

You can make changes and cancellations yourself from the customer area. To sign in, enter your email address and we will send you a sign-in link; no password is needed.

• Change the day or time: up to 24 hours before the visit, subject to availability.
• Cancel: up to 48 hours before the visit. We refund the amount to the card you paid with.

After these deadlines, tickets cannot be changed or cancelled.

The refund is issued at the time of cancellation. Your bank may take a few days to show it in your account.

If the museum has to cancel a time slot for its own reasons or due to force majeure, we will offer you a new date or a full refund.

7. Right of withdrawal

Tickets for leisure activities on a specific date do not carry a right of withdrawal, under article 103(l) of the Spanish consumer protection law (Texto Refundido de la Ley General para la Defensa de los Consumidores y Usuarios, TRLGDCU).

Instead, we voluntarily offer the change and cancellation policy in section 6.

8. Visit rules

• Punctuality: entry is by time slot. If you arrive late, you may lose your visit.
• Show the QR code of your tickets on your phone when you arrive.
• Food and drink are not allowed inside the museum.
• Pushchairs are left wherever the guides indicate.
• Please follow the museum staff’s instructions at all times.

The museum is on a first floor reached by stairs and has no lift at present. If anyone in your group has special needs, please write to us before your visit. More information in the accessibility statement.

9. Invoices

By default we issue a simplified invoice.

If you need a full invoice, ask for it when you buy and give your NIF or NIE, your name or company name and your address.

Invoices are issued from Odoo, the museum’s management system, and sent to you by email.

10. Shop products

Purchases of products from the online shop (books, toys and souvenirs) are governed by these terms where applicable. Shipping costs and times, the 14-day right of withdrawal, returns and product guarantees are explained on the shipping and returns page.

11. Customer service and complaints

For any question or complaint, write to [email protected] or call +34 91 522 69 68. We will reply as soon as possible.

Official complaint forms (hojas de reclamaciones) are also available at the museum.

12. Governing law and jurisdiction

These terms are governed by Spanish law.

If you are a consumer, the courts of your place of residence will have jurisdiction.