General Terms of Contract

1. General provisions and identification

This document regulates the legal relations arising from the acquisition of immersive tourism services between the company Toledo les 360 SL, with NIF B27597228 and registered office at Carretera de Fuencarral N.º 44, building 5, loft 43, 28108, Alcobendas (Madrid), registered in the Madrid Mercantile Register, Sheet M-883836, with contact telephone +34 686 423 163 and email info@lems360.com, and the end user (hereinafter, the «Customer»). The in-person operation and delivery of equipment are carried out at the physical establishment located at Calle Tornerías, 8, 45001, Toledo.

For the purposes of this contract, the following operational definitions are established:

• Immersive Route: An autonomous cultural itinerary that combines navigation via a mobile web browser and historical reenactments.
• VR Viewer: Virtual Reality hardware loaned to the Customer on a temporary basis for exclusive use at the geolocated points of the route.
• Base Service: access to the GPS guidance web application and use of the VR Viewer during the time stipulated for the itinerary.

The formalization of the purchase implies the full acceptance of these conditions. Acceptance will be manifested through a specific checkbox, not marked by default, in the online purchase process, or through express acceptance in the face-to-face contracting. Before finalizing the order, the Customer will be informed of the technical steps to conclude the contract, the means to identify and correct errors in the data entry, the language of formalization (Spanish), and whether the electronic document of the contract will be archived and accessible. The order completion button will unequivocally indicate that this implies an obligation to pay. After contracting, the Customer will receive confirmation in durable support (email) that will include these conditions. The binding version will always be the one published on the platform at the time of the transaction.

2. Age restrictions and accessibility

The service is designed for users aged 18 and over. Minors under this age may only travel on the route if accompanied by their legal guardian, who must at all times supervise the use of the equipment and the minor's movement on public roads. In all cases, the service must be purchased and the deposit paid by an adult with the legal capacity to contract.

Since the route runs entirely through the historic city center of Toledo (via public road), LEMS 360 cannot guarantee full accessibility for people with reduced mobility at all points along the route, as it depends on municipal urban planning. LEMS 360 will publish objective information on the characteristics of the route on its platform (approximate distance, estimated duration, elevation changes, type of pavement and sections that are not accessible), as well as the available reasonable alternatives, so that each person can assess their participation in advance of purchase.

3. Purchase process, prices and payment methods

The purchase of the service can be made through the official website or in person at the establishment at Calle Tornerías, 8.

• Prices: expressed in euros and include the current Value Added Tax (VAT).
• Payment methods: credit/debit cards (Visa and MasterCard) via a secure gateway. Payment by card and cash is accepted at the physical location.
• Improvement: The contract is perfected upon LEMS 360’s acceptance of the order, materialized by the shipment of the confirmation with the digital locator, without prejudice to the fact that the charge remains subject to the confirmation of the operation by the banking institution. In the event of a manifest error in the price, unexpected unavailability of seats or equipment, or duplicate orders, LEMS 360 will notify the Customer without undue delay and fully reimburse any amount paid.

4. Bail policy and responsibility for hardware

The execution of the service requires the transfer of high-value electronic equipment (VR Viewers). At the time of collection of the equipment at the physical store, the Customer must:

• Present an official, valid identity document (DNI, NIE or Passport).
• Establish a security deposit (by credit card or cash deposit) of 300 euros per Visor VR, which will be clearly and visibly reported before the order is finalized and will be included in the booking confirmation. The card deposit will be processed as a pre-authorization, which will be released—or the cash deposit will be refunded—within a maximum of 14 calendar days from the return of the equipment.

The Customer undertakes to return the VR Viewer in the same functional and aesthetic conditions in which it was delivered, except for normal wear resulting from diligent use. Any damage resulting from negligence, falling, immersion in liquids, or use contrary to the instructions provided will entitle LEMS 360 to enforce the bond in proportion to the actual damage proven. During delivery and return, the condition of the equipment will be documented using a checklist and, if applicable, photographs. Before charging any fees, LEMS 360 will inform the Customer of the breakdown of the repair or replacement cost—applying depreciation for use where applicable—and grant them a period to file claims. If the repair or replacement cost exceeds the amount of the bond, LEMS 360 will claim the difference through the relevant legal channels.

Return period and late fee. The Visor VR must be returned to the store within the maximum timeframe corresponding to the contracted route, which is calculated from the reserved start time and is stated in the booking confirmation and on the ticket:

• Toledo Complete: the duration of the route is two (2) hours, plus fifteen (15) minutes for returning the equipment, that is, a maximum time of two (2) hours and fifteen (15) minutes.
• Toledo Essential: the duration of the route is one (1) hour and thirty (30) minutes, plus fifteen (15) minutes for returning the equipment, that is, a maximum time of one (1) hour and forty-five (45) minutes.

After the maximum period without refund of the equipment has expired, LEMS 360 may apply a single surcharge of three hundred (300) euros, which will be charged from the deposit upon notification to the Customer and granting a period to file objections. This surcharge compensates for the inconvenience of immobilizing equipment reserved for other customers and does not replace the claim for damages for loss or deterioration of the equipment. It will not apply when the delay is due to causes attributable to LEMS 360 (equipment or application failures, erroneous instructions) or to duly proven force majeure.

Loss and theft. Loss will be considered when the equipment is not returned within fifteen (15) minutes after the end of the experience. In the event of loss or theft, the Customer must immediately notify LEMS 360 and, in the event of theft, file a complaint with the competent authorities and provide a copy. LEMS 360 may enforce the security deposit and, if necessary, claim the difference up to the value of replacement of the equipment, applying depreciation for use when applicable, after providing a breakdown to the Customer and granting a period for filing objections.

Pre-existing defects. The state of the equipment at delivery will be documented in the inspection list. The Customer must report any defects, damage, or anomalies they observe at the time of delivery, and any defects that appear on this list or that are not attributable to the Customer shall not give rise to any liability.

Battery. The discharge of the battery resulting from normal use during the route will not incur any charge. The cost of repair or replacement can be charged when the equipment is damaged due to improper handling, opening the device, or the use of chargers or accessories not provided by LEMS 360.

Accessories. The Visor VR comes with the accessories listed in the checklist (for example, strap, cable, or case). The lack or deterioration of an accessory due to the fault of the Customer may be charged to the deposit for its replacement cost, which will be communicated to the Customer in accordance with the procedure of this clause.

The provisions in this section do not limit the rights that consumer legislation recognizes as non-renounceable to the Customer.

5. Conditions of use and safety on public roads

LEMS 360 does not operate in a closed enclosure. The Customer will travel autonomously through streets open to traffic and pedestrians.

• The Customer undertakes to respect the traffic and road safety regulations and the safety instructions provided by LEMS 360, and will be liable for damages resulting from their non-compliance. This does not exclude or limit LEMS 360’s liability for damages attributable to defects in the equipment, inadequate design of the route or points of use, erroneous geolocalization instructions or indications, or generally to its fault or negligence, nor does it affect the rights that consumer legislation grants the Customer as an irremovable right.
• It is strictly forbidden to walk wearing the VR visor placed on the face. The device should only be used in a static position, located in safe areas (wide sidewalks, pedestrian plazas) indicated by the web application.

6. Modifications, cancellations and «no show»

Due to the immobilization of a limited physical inventory (VR Viewers) for a specific time slot, the following penalty framework applies, based on the impossibility of reassigning the reserved seats and equipment within short deadlines:

• Cancellation more than 12 hours in advance: 100% refund of the amount. Alternatively, the Customer may modify the date of the reservation at no cost, subject to availability.
• Cancellation with 12 hours or less notice: 50% retention of the value of the reservation.
• No Show (absence): The Customer’s failure to show up on the booked date and time will result in the loss of 100% of the paid amount. A 15-minute grace period will apply over the booked start time before the in-person absence is considered.
• Exceptions: Only late refunds will be accepted due to medical force majeure (serious illness or accident of the holder or first-degree relative) or other serious and objective reasons duly substantiated, upon presentation of reasonable supporting documentation.

The advance notice period will be calculated based on the reserved start time, and cancellation will take effect upon receipt by LEMS 360 through the booking panel or email. info@lems360.com. Refunds will be paid using the same payment method used for the original transaction within a maximum of 14 calendar days from the cancellation.

7. Weather conditions

The route can be undertaken regardless of the weather conditions, including rain. The Customer may bring an umbrella or an umbrella for rain. LEMS 360 will only cancel a route due to weather or extreme weather conditions that pose a risk to the safety of people or equipment. In that case, the Customer will be offered, at their discretion, the relocation of the route to another date or a full refund of the service.

If the Customer decides not to attend due to rain, the provisions set out in section 6 regarding cancellations and no-shows will apply. They may change their reservation to another time slot without penalty when there are available teams, subject to availability. LEMS 360 will not assume the costs of travel, accommodation, or any parallel plans contracted by the Customer with third parties, without prejudice to the liability that may legally be imposed on LEMS 360 when the cancellation results from causes attributable to it.

8. Exclusion of the right of withdrawal

In accordance with Article 103, paragraph l) of Royal Decree-Law 1/2007, approving the consolidated text of the General Law for the Protection of Consumers and Users, the right of withdrawal is not applicable to this contract. The service involves an leisure activity linked to the reservation of hardware for a specific date and time of execution. Consequently, the Client is expressly informed, before contracting, that they do not have the legal right of withdrawal regarding the reservation of the route for the selected date and time. If, prior to said date, access to autonomous digital content or services is enabled, their execution or delivery will require the express consent of the Client and their knowledge of the consequent loss of the right of withdrawal, in accordance with paragraphs a) and m) of Article 103, obtained through a specific and separate box.

9. Intellectual and industrial property

Toledo les 360 SL owns, or holds the corresponding licenses, the intellectual and industrial property rights over the web application, the mapping, the route design, the audio narration and the immersive 360-degree visual recreations, to the extent that such rights correspond to it and with full respect for the components, programs and third-party content subject to their own licenses. Reproduction, distribution, reverse engineering or commercialization of any element of the service is prohibited, without prejudice to the acts permitted by mandatory regulations (articles 31 and following and 100 of the Recast Text of the Intellectual Property Law). LEMS 360 grants the Customer a limited, non-exclusive, non-transferable and temporary license to use the application, the content and the VR Viewer for the sole purpose of enjoying the contracted experience, which will expire upon its termination. Outside of such a license, access to the route does not transfer any right of use or exploitation.

10. Incident and complaint management

The Customer has a technical support channel during the journey via the contact phone number provided in their booking panel. Formal complaints and claims must be processed by sending a written communication with the reservation details and the reason for the dispute to the email address info@lems360.com or by phone +34 686 423 163, or in person at the establishment at Calle Tornerías, 8. LEMS 360 will respond to the claim within the shortest possible time and, in any case, within a maximum of one month from its submission. Leaflets for complaints are available at the establishment for consumers, in accordance with the consumer regulations of Castilla-La Mancha.

11. Jurisdiction and applicable law

These conditions are subject to Spanish law. Any dispute arising from the interpretation or execution of this contract will be subject to the courts of the consumer’s domicile, guaranteeing the full right of defense of the Client under the current legal framework.

Date of entry into force: 01/10/2026.