Help
What can we help you with?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.
- Review your order: here you'll find the summary of your order, with the activity that you're going to purchase, and the price. You'll have the option the continue, and purchase this activity by clicking on the "Make reservation" button, or to continue browsing the website for more activities which will be added to your basket.
- Personal Details: this is the form you need to fill in with all the necessary details to complete the booking. You need to accept our terms and conditions, and click "Continue".
- Payment method: here you'll find a list from which you can choose the payment method with which you would like to pay for the booking. Once you have chosen the payment method, you'll continue to the payment gateway so you can provide your details and process the payment.
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.
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.
- Review your order: here you'll find the summary of your order, with the activity that you're going to purchase, and the price. You'll have the option the continue, and purchase this activity by clicking on the "Make reservation" button, or to continue browsing the website for more activities which will be added to your basket.
- Personal Details: this is the form you need to fill in with all the necessary details to complete the booking. You need to accept our terms and conditions, and click "Continue".
- Payment method: here you'll find a list from which you can choose the payment method with which you would like to pay for the booking. Once you have chosen the payment method, you'll continue to the payment gateway so you can provide your details and process the payment.
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.
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 always 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.
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 always 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.
Children under the age of 18 must be accompanied by an adult and can't be the main person for the booking.
If the transfer is private, the price is per vehicle, while for shared transfers, the price is per person.
This isn't possible. If one of the flights were delayed, the rest of the passengers and the driver would have to wait at the airport.
If we don't have larger vehicles available, then you must book two or more vehicles
How far in advance it is possible to book varies from city to city. This information is indicated on the page of each destination.
To book, all you have to do is select a vehicle with a number of seats equal to or greater than the number of people who are going to make use of the transfer. The maximum luggage allowance for each vehicle is indicated, and in no case should it exceed the total number of large and small items. If the number of persons making use of the transfer exceeds the capacities of the vehicles indicated, you'll have to book more than one vehicle. The description of the number of seats in the vehicles excludes the driver.
Finally, you must complete the form with the details of your flight, accommodation and you'll see the possibility of a service such as, for example, child seats.
In the provider confirmation email you'll find a link to modify the booking if the conditions allow it.
It isn't possible to book earlier than indicated.
Although in most countries the drivers speak several languages, we can't guarantee that the assigned driver speaks English. However, the language isn't necessary to carry out the transfer, as the driver has all the necessary information beforehand to carry out the service.
We offer private and shared transfer services. In private services, the vehicle will be for your exclusive use. In shared transfers, the vehicle will be shared with other travellers.
If you're staying in different hotels or you have to make a stop to pick up the keys of a flat, you have to take into account that this service involves supplements. Once you have made your booking, we'll send you an email with the amount of the supplement. You'll be able to accept it, or cancel the service free of charge. You can pay online or directly at the destination.
The transfer company will never be responsible for missed flights. Customers are solely responsible for knowing the departure time of their flight and requesting the pick-up service sufficiently in advance.
It's essential to have a working mobile phone, as we may need to call you in an emergency, for example, if the driver has had a breakdown or is simply having difficulty finding you.
Flights, trains, and ships are continuously monitored. However, if a significant delay occurs, we recommend you contact the provider directly. Their contact information can be found in your confirmation email.
The flight number is composed of 2 characters representing the airline, and 4 numbers that complete the flight number. Examples are IB3506, UX1254 or 5Z1826. You can find your flight number in the booking confirmation email from the airline.
As you progress through the booking process you'll see information regarding child seats. Depending on the regulations of each destination, these are either compulsory or optional, and may be free of charge or have a cost. You'll see this cost reflected when you make your booking.
During the booking process you'll be able to see the amount of luggage allowed in each vehicle. The capacity of each vehicle is indicated in terms of the number of large suitcases and the number of hand luggage. The maximum dimensions for each type of baggage are as follows:
Hand luggage: the sum of the length, height and width doesn't exceed 115 cm.
Large suitcase: the sum of the length, height and width doesn't exceed 155 cm.
The number of seats indicated for each vehicle is the maximum number of persons that can travel in addition to the driver. All passengers, including small children, regardless of age, count as passengers.
If you're a large group, you should book several vehicles.
Unlike our competitors, our prices are final and include all charges, including tolls and tips.
Supplements may apply in cases where the destination isn't in the area indicated or an additional stop is required along the way.
- Airports: The driver will be waiting in the arrivals area, just past baggage claim.
- Cruise ports: The driver will wait at the port arrivals terminal.
- Train stations: The driver will wait at the arrival platform exit.
- Hotels and flats: The driver will be waiting outside the building. If they're able to park, they might wait at the reception desk.
In some instances, you may need to meet the driver at a different location. Full details will be provided in your booking confirmation email.
- Airports: 1 hour from the flight landing time.
- Cruise ports: 1 hour from the ship docking time.
- Train stations: 15 minutes from the train arrival time.
- Hotels and flats: 15 minutes from the time indicated at the time of booking.
If you need more time, please call the contact telephone number on your booking. In this case, supplements may apply.
The travel time from the city center to the airport varies depending on the destination. We recommend requesting the transfer respecting the minimum advance recommendations indicated in the booking process at any destination.
For transfers from the airport, you must specify the scheduled arrival time of your flight. The same applies for cruise ports and train stations; you should provide the scheduled arrival time.
For hotel transfers, you need to indicate the time you would like to be picked up. This means you should provide the time you want us to pick you up, not the departure time of your flight.
In shared transfers, the local tour company may adjust the times for their planning purposes. In that case, we will contact you to confirm the rescheduled time.
Children under the age of 18 must be accompanied by an adult and can't be the main person for the booking.
If the transfer is private, the price is per vehicle, while for shared transfers, the price is per person.
This isn't possible. If one of the flights were delayed, the rest of the passengers and the driver would have to wait at the airport.
If we don't have larger vehicles available, then you must book two or more vehicles
How far in advance it is possible to book varies from city to city. This information is indicated on the page of each destination.
To book, all you have to do is select a vehicle with a number of seats equal to or greater than the number of people who are going to make use of the transfer. The maximum luggage allowance for each vehicle is indicated, and in no case should it exceed the total number of large and small items. If the number of persons making use of the transfer exceeds the capacities of the vehicles indicated, you'll have to book more than one vehicle. The description of the number of seats in the vehicles excludes the driver.
Finally, you must complete the form with the details of your flight, accommodation and you'll see the possibility of a service such as, for example, child seats.
In the provider confirmation email you'll find a link to modify the booking if the conditions allow it.
It isn't possible to book earlier than indicated.
Although in most countries the drivers speak several languages, we can't guarantee that the assigned driver speaks English. However, the language isn't necessary to carry out the transfer, as the driver has all the necessary information beforehand to carry out the service.
We offer private and shared transfer services. In private services, the vehicle will be for your exclusive use. In shared transfers, the vehicle will be shared with other travellers.
If you're staying in different hotels or you have to make a stop to pick up the keys of a flat, you have to take into account that this service involves supplements. Once you have made your booking, we'll send you an email with the amount of the supplement. You'll be able to accept it, or cancel the service free of charge. You can pay online or directly at the destination.
The transfer company will never be responsible for missed flights. Customers are solely responsible for knowing the departure time of their flight and requesting the pick-up service sufficiently in advance.
It's essential to have a working mobile phone, as we may need to call you in an emergency, for example, if the driver has had a breakdown or is simply having difficulty finding you.
Flights, trains, and ships are continuously monitored. However, if a significant delay occurs, we recommend you contact the provider directly. Their contact information can be found in your confirmation email.
The flight number is composed of 2 characters representing the airline, and 4 numbers that complete the flight number. Examples are IB3506, UX1254 or 5Z1826. You can find your flight number in the booking confirmation email from the airline.
As you progress through the booking process you'll see information regarding child seats. Depending on the regulations of each destination, these are either compulsory or optional, and may be free of charge or have a cost. You'll see this cost reflected when you make your booking.
During the booking process you'll be able to see the amount of luggage allowed in each vehicle. The capacity of each vehicle is indicated in terms of the number of large suitcases and the number of hand luggage. The maximum dimensions for each type of baggage are as follows:
Hand luggage: the sum of the length, height and width doesn't exceed 115 cm.
Large suitcase: the sum of the length, height and width doesn't exceed 155 cm.
The number of seats indicated for each vehicle is the maximum number of persons that can travel in addition to the driver. All passengers, including small children, regardless of age, count as passengers.
If you're a large group, you should book several vehicles.
Unlike our competitors, our prices are final and include all charges, including tolls and tips.
Supplements may apply in cases where the destination isn't in the area indicated or an additional stop is required along the way.
- Airports: The driver will be waiting in the arrivals area, just past baggage claim.
- Cruise ports: The driver will wait at the port arrivals terminal.
- Train stations: The driver will wait at the arrival platform exit.
- Hotels and flats: The driver will be waiting outside the building. If they're able to park, they might wait at the reception desk.
In some instances, you may need to meet the driver at a different location. Full details will be provided in your booking confirmation email.
- Airports: 1 hour from the flight landing time.
- Cruise ports: 1 hour from the ship docking time.
- Train stations: 15 minutes from the train arrival time.
- Hotels and flats: 15 minutes from the time indicated at the time of booking.
If you need more time, please call the contact telephone number on your booking. In this case, supplements may apply.
The travel time from the city center to the airport varies depending on the destination. We recommend requesting the transfer respecting the minimum advance recommendations indicated in the booking process at any destination.
For transfers from the airport, you must specify the scheduled arrival time of your flight. The same applies for cruise ports and train stations; you should provide the scheduled arrival time.
For hotel transfers, you need to indicate the time you would like to be picked up. This means you should provide the time you want us to pick you up, not the departure time of your flight.
In shared transfers, the local tour company may adjust the times for their planning purposes. In that case, we will contact you to confirm the rescheduled time.
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.
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.
Additional Forms of Payments in Other Countries
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:
Spain
In euros:
- Debit/credit card
- Google Pay
- Apple Pay
- Paypal
- Bizum
- Klarna
In dollars or pounds:
- Debit/credit card
- Google Pay
- Apple Pay
- Paypal
Argentina
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Brazil
In Brazilian reales:
- Credit card (installments permitted)
- Debit card
- Bank transfer
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Chile
In Chilean pesos:
- Credit card (installments permitted)
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Colombia
In Colombian pesos:
- Credit card (installments permitted)
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Mexico
In Mexican pesos:
- Credit card (installments permitted)
- Debit card
- SPEI
- Oxxo
- Google Pay
- Paypal
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Peru
In Peruvian soles:
- Credit card (installments permitted)
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
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 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.
Additional Forms of Payments in Other Countries
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:
Spain
In euros:
- Debit/credit card
- Google Pay
- Apple Pay
- Paypal
- Bizum
- Klarna
In dollars or pounds:
- Debit/credit card
- Google Pay
- Apple Pay
- Paypal
Argentina
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Brazil
In Brazilian reales:
- Credit card (installments permitted)
- Debit card
- Bank transfer
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Chile
In Chilean pesos:
- Credit card (installments permitted)
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Colombia
In Colombian pesos:
- Credit card (installments permitted)
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Mexico
In Mexican pesos:
- Credit card (installments permitted)
- Debit card
- SPEI
- Oxxo
- Google Pay
- Paypal
In euros or dollars:
- Debit card
- Google Pay
- Paypal
Peru
In Peruvian soles:
- Credit card (installments permitted)
- Google Pay
In euros or dollars:
- Debit card
- Google Pay
- Paypal
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:
- Select the amount to gift and be generous!
- Enter the lucky recipient's information to receive the gift card by email. If you're going to give it in person, you must select the option "Send gift to my email. I will give it in person".
- A gift always feels better with a nice message - be creative!
- Schedule your gift for any special date. We'll send the lucky recipient their gift on the date you specify.
- Use one of our payment methods to make your purchase.
- Once the payment has been made, we'll send you a summary of your purchase, with the details of the gift.
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!
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:
- Select the amount to gift and be generous!
- Enter the lucky recipient's information to receive the gift card by email. If you're going to give it in person, you must select the option "Send gift to my email. I will give it in person".
- A gift always feels better with a nice message - be creative!
- Schedule your gift for any special date. We'll send the lucky recipient their gift on the date you specify.
- Use one of our payment methods to make your purchase.
- Once the payment has been made, we'll send you a summary of your purchase, with the details of the gift.
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/
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.
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.
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.
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.
- 7 days a week:
- 08:00 to 06:00 UTC/GMT +1 hour
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United Kingdom:
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Spain:
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Argentina:
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Brazil:
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Canada:
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Chile:
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Colombia:
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The United States:
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France:
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Italy:
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Mexico:
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Peru:
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Portugal:
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The Dominican Republic:
We have received your request correctly.
You will receive an email with a summary of your bookings.
Can't find it? Leave us your email and we'll send you a summary of your bookings.