FAQS

4-DAY PASS

Includes entry for four consecutive festival days (8, 9, 10 and 11 July 2026) and wristband collection at check-in in the booked hotel.

ONE-DAY TICKET

Includes entry for a single day of the festival and wristband collection at check-in in the booked hotel.

4-DAY VIP PASS

Includes:
• Entry to enjoy all concerts and activities throughout the festival.
• Access to the venue through an exclusive entrance: skip the general queue and enter directly via the VIP access.
• Access to the VIP area with a privileged view of the main stages from the terrace, plus a relaxation area with bar and food services at reduced prices.
• Wristband collection at check-in in the booked hotel.
• Welcome Pack, delivered at the hotel together with the wristband.

ONE-DAY VIP TICKET

Includes:
• Admission to enjoy all concerts and activities on a single day of the festival.
• Access to the venue through an exclusive entrance: skip the main queue and enter directly via the VIP access.
• Access to the VIP area with a privileged view of the main stages from the terrace, plus a relaxation zone with bar and dining services at reduced prices.
• Wristband collection upon check-in at the booked hotel.
• Welcome Pack, which will be delivered at the hotel together with the wristband.

Skip all queues and enter the venue directly!

If you require more than one day, check availability at the same hotel for all dates and book each day separately.

For any questions, please contact our Contact Centre.

For the accommodation service, at least one of the passengers in the booking must be an adult (+18).

Tickets purchased through Mad Cool Travel are issued as physical wristband tickets. Take good care of your wristband to keep it in perfect condition. It is durable, but not unbreakable.

Keep your wristband when leaving the venue, as you will need it to re-enter and to request the refund of any remaining balance on the wristband once the Festival has ended.

Only the first ticket presented and validated will be considered valid. Any ticket with the same code presented afterwards will be invalid, and the Organiser will not be held responsible. For this reason, we advise you not to post your ticket on social media, not to print it in insecure places, and not to share your ticket details with others.

It is the Buyer’s responsibility to safeguard the ticket. Do not post your ticket on social media and keep it out of reach of others to prevent it from being used without your consent by third parties.

Our purchase limit is 9.

Yes. Purchase your package as usual and then contact our Booking Department at +34 911 258 745. We will notify the festival of your requirements so that your ticket can be prepared in the designated area.

This ticket allows access to the venue via an exclusive lane and use of the specially adapted platforms to enjoy the festival under optimal conditions. People with reduced mobility who do not use a wheelchair but require an adapted space can also purchase a PRM ticket. These tickets allow access via the exclusive lane and use of the designated platforms, subject to availability, with priority given to those who need it most for safety and comfort reasons.

Yes. Purchase your package as usual and then contact our Booking Department at +34 911 258 745. We will inform the festival of your requirements so that your ticket can be prepared in the designated area.

APMR tickets are intended exclusively for companions of people with reduced mobility (PRM). They allow access to the festival via the PRM-exclusive lane to facilitate entry to the venue.

Important:

• An APMR ticket does not guarantee access to the specially adapted platforms for PRM attendees.
• Access to the platforms is primarily reserved for PRM ticket holders.
• The festival organisers manage access to these platforms, prioritising based on the individual needs of attendees.

Exception: If a PRM attendee requires their companion’s assistance on the platform, the companion will be allowed access provided space is available and in accordance with common-sense criteria to ensure the safety and comfort of all attendees. We appreciate your cooperation in helping ensure that everyone enjoys the festival in the best possible way.

Para el servicio de alojamiento es imprescindible que al menos uno de los pasajeros de la reserva sea mayor de edad (+18).

Los menores que se alojen sin la compañía de sus padres/tutores legales deberán aportar en el momento de realizar el check in la autorización realizada por parte de sus padres/tutores legales para que se aloje en compañía de los adultos con los que ha realizado la reserva.

Once a ticket has been purchased, it cannot be exchanged or refunded, except in circumstances and under conditions established by applicable law and these general terms and conditions.

If the Festival is cancelled or substantially modified, ticket holders will be entitled to a full or partial refund of the amount paid for the tickets, excluding costs unrelated to the main service (access to the event).

If the Festival is cancelled or substantially modified after the event or recreational activity has begun due to force majeure not attributable to Mad Cool Festival S.L., no refund will be issued for the ticket price.

In the case of cancellation or substantial modification of the Festival with the right to a refund, the refund will be processed as follows:

Through the ticketing platform where the User purchased their ticket. The platform must refund the ticket price, excluding management fees, within the timeframe established by applicable law at that time.

Depending on the case, Mad Cool Festival S.L. will inform attendees about the procedure to request the refund so that it can be processed correctly. To request a ticket refund, it is necessary to prove that the ticket was purchased through an official sales point. Please note that the cost of any included insurance is non-refundable under any circumstances.

In the event of festival cancellation, you may retain any other services booked. In such cases, only the ticket price will be refunded.

If you do not wish to keep the other services, the accommodation refund must be managed through the insurance included in the booking.

If exceptional circumstances require a different refund procedure for services, this will be communicated in the official cancellation notice.

If the card has expired by the refund date, the bank will redirect the refund to the bank account associated with the card when it was active.

If, after more than 15 business days from the date the refund was processed, you cannot locate the refund in your bank account, you can request a proof of refund from the ticketing platform. This document can then be provided to your bank to request that the refund be redirected to your current account.

Contact the ticketing platform you used for your purchase before the refund date indicated in the announcement to inform them that the bank account linked to your payment method has been closed, and request that the refund be issued to an alternative account you provide.

If the refund has already been processed to the closed account and the bank rejects the payment, the platform can issue the refund to the alternative account you supply. However, if the bank does not reject the payment, you must request a proof of refund from the ticketing platform and then claim the payment directly from your bank.

We are only responsible for the services included in the booking confirmed by us. In the event of a refund, reimbursement is limited exclusively to the full amount of the services booked through Mad Cool Travel.

Minimum age and minors

The age considered is the one the person has at the time of the festival.

The Organisation reminds that the minimum age established by the regulations of the Community of Madrid to enter is 18 years. Exceptionally, entry is allowed for minors under 18 only during live performances. Once the performances end, minors under 18 must leave the venue.

Minors under 16 may enter and remain at the festival only if accompanied by a parent, guardian, or a person duly authorised by them, who must ensure the minor’s safety and proper behaviour while at the festival.

The authorisation can be downloaded here and in the FAQ | Mad Cool Festival.

Children under 8 years old (inclusive) can enter for free, as no ticket is required.

Minors under 18 are not allowed to purchase or consume alcoholic beverages, tobacco products (or products intended to be smoked, inhaled, chewed, or sucked), or any imitation products, nor any substances considered harmful to health by the competent authorities. Additionally, the purchase and consumption of any substance that could be harmful to health, addictive, or produce euphoric, depressant, or hallucinogenic effects is prohibited. Any minor found purchasing or consuming such substances will be expelled from the festival. The procedure and rules for minor entry are as follows:

• Children 0 to 8 years (inclusive): No ticket purchase is required to enter the venue (but accommodation reservation is mandatory). They must obtain a specific wristband, which can be collected at the hotel along with the other festival wristbands, after age verification with the appropriate documentation (ID card, passport, or family book). They must always enter and remain accompanied by a parent, guardian, or legal representative, or, if these are unavailable, by an adult authorised by the parent or legal guardian.
• Children 9 to 15 years (inclusive): A ticket purchase is required to enter the venue. They must always enter and remain accompanied by a parent, guardian, or legal representative, or, if these are unavailable, by an adult authorised by the parent or legal guardian.
• Minors aged 16 and 17 years: A ticket purchase is required to enter the venue. They do not need to be accompanied by an adult.

The accompanying adult parent, guardian, or authorised person must have a valid ticket/wristband to access the festival.

In all cases, minors must carry valid identification at all times: a national ID for Spanish residents, or appropriate identity documents for non-Spanish attendees (NIE, passport, etc.).

Food and drink: Entry with food and drinks is generally permitted, provided it is for personal consumption only and not intended for distribution to groups.

Beverages: For safety reasons, drinks are allowed only in recycled, plastic, or similar containers, and must be without a lid.

On-site options: The festival venue will have various stands offering a wide variety of food and drinks for purchase.

Drinking water: Several free potable water points will be available throughout the venue.

Dangerous or prohibited objects: Entry is prohibited with items considered dangerous by the organisers or forbidden under current regulations. Examples (not exhaustive) include:

Objects that could harm attendees, such as sharp or blunt objects, glass items, aluminium or glass bottles, knives or firearms, explosives, pyrotechnics, laser pointers, sprays, aerosols, selfie sticks, flagpoles, motorcycle helmets, coolers, etc.

Any item that could disrupt, damage, or prevent the normal development of the event.

Professional recording equipment: Cameras, video cameras, recorders, and drones are not allowed.

Large containers: Trolleys, coolers, large suitcases, or bags are prohibited.

Medical exceptions: Items strictly necessary for medical reasons are allowed, including:

Crutches, walking sticks, or similar aids for mobility-impaired persons.

Aerosols or analogous objects required by medical prescription.

These exceptions must be properly documented with a medical prescription or certification and shown at the entrance. Mad Cool Festival S.L. will not process any personal medical data; documentation is solely for verification at entry.

Offensive clothing or symbols: Attendees are not allowed to wear clothing with ideological references that may be offensive, nor carry items with racist, homophobic, or intolerant symbols.

Each area of the festival stages has a legally established maximum capacity. Once this limit is reached, access to these areas will be closed, and attendees will be informed beforehand.

Consequently, the organisers cannot be held responsible if some attendees are unable to attend certain concerts or events within the festival due to these capacity restrictions.

Reselling any festival ticket is strictly prohibited. All tickets purchased through official Mad Cool Festival S.L. sales channels using a bank card grant the right of entry to the festival only to the original purchaser, regardless of whether the ticket shows the purchaser’s personal details.

The original purchaser may transfer their tickets to family, friends, colleagues, etc., only if:

1. The ticket holder can prove their identity and personal relationship with the original purchaser.

2. The transfer is free of charge or involves only the reimbursement of the original ticket price without any markup.

3. The transfer is made directly, without intermediaries, resale websites, or second-hand sales platforms.

The Organisers may subject tickets to identity verification of the holder, either via QR code scanners at the festival entrance or by other means of identification. Due to the resale prohibition, any tickets for Mad Cool Festival purchased through resale channels, second-hand platforms, unofficial points of sale, etc., are considered fraudulent. Consequently, if a ticket is resold without authorisation, all tickets purchased by that individual will lose all associated rights, including access to the festival, without entitlement to a refund. The festival organisers may cancel such tickets and put them back on sale.

Additionally, without prejudice to any civil or criminal liabilities and subsequent claims for general damages caused to Mad Cool Festival S.L., the reseller must compensate the Organisers for all damages that the unauthorised resale may cause. Given the commercial nature of the resale, resellers are not protected under the General Law for the Protection of Consumers and Users pursuant to the Digital Services Act (DSA, Regulation (EU) 2022/2065) of the European Parliament and Council of 19 October 2022 on a single market for digital services, which also amends Directive 2000/31/EC.

No, purchases can only be made through our website, Azulmarino agencies, or affiliated agencies.

The tax details of Mad Cool Travel, in accordance with Law 34/2002 of 11 July on Information Society Services and Electronic Commerce (LSSI), can be found at the bottom of the homepage for any inquiries (Legal Notice section).

Payment for services can be made exclusively using the payment cards accepted by Mad Cool Travel:

• Visa
• Mastercard
• JCB
• Union Pay

For payments with European cards, Mad Cool Travel complies with Directive (EU) 2015/2366 of the European Parliament and of the Council of 25 November 2015 (PSD2).

In any case, you should check with your bank regarding possible charges or fees that your bank may add to payments made.

To ensure the security of transactions carried out through this website, Mad Cool Travel incorporates prior verification of the information provided by the customer regarding the payment methods used. This step is mandatory before confirming the reservation and purchase of services.

Mad Cool Travel reserves the right to reject the request to contract and purchase services if the payment is made using a card that does not meet the established fraud control and management measures.

The regulations governing electronic/online and distance contracting are set out in the LSSI. While the LGDCU, RDL 1/2007 of 16 November (Article 93.g) regulates distance sales, contracts relating to package travel are expressly excluded. Therefore, the right of withdrawal does not apply in this case.

This exclusion exists because these are “services with reservations”, and the rationale is to protect the interests of service providers, ensuring they do not suffer inconveniences arising from the cancellation of services that have already been reserved.

If you experience any issues during the purchase, you can contact Mad Cool Travel Contact Center by phone at +34 911 258 745 or by email at [email protected].

For any enquiries regarding the purchase of services, you can contact:

Phone: +34 911 258 745
Email: [email protected]

Opening hours: Monday to Friday, 09:00–18:00, except on national holidays

For complaints or dissatisfaction regarding the purchased services, you can contact us via:

Online purchases: Use the form available on the website or email [email protected]

Purchases at any of our agencies: In person

On the official website: Home | Mad Cool Festival and FAQS | Mad Cool Festival

Once the purchase is completed and the services acquired, no changes or refunds are allowed, except in the case of Festival cancellation or rescheduling. The Buyer’s inability to attend the event due to reasons beyond the organizer’s control, or errors made during the purchase, will not be valid grounds to request a refund for the services purchased.

For package purchases (tickets + other services), from the moment of purchase, cancellation by the Buyer will incur a 100% penalty.

During the purchase process, the option to acquire additional insurance with broader coverage than that included in the package will be offered. It is recommended to purchase optional insurance that includes cancellation coverage (subject to the specific terms of the policy).

The services sold are not subject to the 14-day right of withdrawal, as they are an exception recognised by Article 103 of Royal Legislative Decree 1/2007, which approves the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws.