Terms and Conditions

• The visitor is welcome to enjoy indoor areas only through the guided tour scheduled and according to the reservation made.

• The reservation is valid only on the date and time indicated in the QR code of the reservation or bracelet. The museum does not offer refunds.
  
  
• Please arrive 10 minutes before the reservation time. There is only a 10-minute tolerance to join the guided tour, after this time admission is subject to tour availability.
  
  
• Indoor guided tours are for children over 12 years old. Children under 12 may be admitted to the museum gardens, subject to availability and appropriate behavior.
  
  
• The visitor is not allowed to film or photograph the museum staff without prior authorization and consent.
  
  
• The visitor may not enter with food, beverages, chewing gum, pets or any other object the museum staff deems inappropriate.
  
  
• The museum is a smoke-free space. Any type of smoking is prohibited in its premises.
  
  
• It is at the discretion of the museum staff which belongings (e.g., bags, backpacks) must be stored in the provided lockers or may remain with the visitor during the guided tour.
  
  
• Should any damage occur to the collection or museum premises, the responsible visitor will be liable for the cost of the necessary repairs.
  
  
• Visitors are not allowed to feed or mistreat the museum guardian dogs: Zeus, Luna, Amigo and Mora.
  
  
• We reserve the right to refuse admission visitors exhibiting violent behavior, intoxication, or impairment from toxic substances.
  
  
• The museum is a family-friendly space. The visitor should maintain at all times a respectful and polite language.
  
  
• Visitors can take photos and film in the museum gardens. Out of respect for the artist’s work and collection, photographs, audio and video recording are not allowed in the indoor areas.
  
  
• Before entering the indoor areas, the visitor will be asked to store all mobile devices or any other devices with camera, in an anti-recording bag provided by the museum. This bag will remove at the end of the tour.

• Professional photography, video, and audio equipment, as well as drones, may not be brought into the museum premises. Please request information about the use of professional equipment and photoshoots from the museum staff.
  
  
• Visitors observed taking unauthorized photos, audio or video recording during the guided tour will be required to hand their device over to museum staff for review and deletion of the content.
  
  
• The museum is equipped with wheelchairs, ramps, elevators and platform. Their use is subject to condition, capacities and available service.
  
  
• For the safety of visitors, the following dimensions and weight limits are applied:
  • Interior lift: 1.10 m x 77 cm, 220 kg (485 lb)
  • Terrace lift: 1 m x 1 m, 165 kg (363 lb)
  • Platform: 80 cm x 80 cm, 200 kg (400 lb)
    
    
• Only the museum staff is allowed to use and maneuver the equipment (wheelchairs, ramps, elevators and platform) based on safety guidelines and give instructions for the correct functioning of the equipment.

• Wheelchair users and visitors with disabilities must be accompanied by a person of their confidence/personal assistant without exception.
  
  
• Museum staff must evaluate electric chairs and carts upon entry to determine the use of lifts and platforms.
  
  
• The Juan Gabriel Show in the immersive room features flashing lights, sound and visual effects. Therefore, visitors with epilepsy, heart conditions, autism, or other health condition are encouraged to request more information from the museum staff and enter at their own risk.
  
  
• Because the museum is home to Zeus, Luna and Amigo, belgian shepherds, visitors will not be allowed to enter with service animals.

By making your reservation, the visitor agrees with the Terms and Conditions of the Juan Gabriel Museum. If the visitor refuses to follow the guidelines, whether written or as instructed by the tour guides or museum staff, they will be removed from the premises.