Refund Policy
This Refund Policy is part of our Terms of Service and explains in detail when, how, and to what extent the Customer is entitled to a refund of an Order placed on tenerifeworldtickets.org. The policy is more generous than the legal minimum required by EU consumer-protection law, which exempts dated-leisure activities from the standard 14-day cooling-off period (Article 16(l) of Directive 2011/83/EU).
1. Cancellation tiers
| Time before visit date | Refunded amount | Service Fee |
|---|---|---|
| ≥ 14 days | 100% of Ticket price | Refunded |
| 7-13 days | 100% of Ticket price | Retained |
| 48 h - 7 days | 50% of Ticket price | Retained |
| < 48 hours | No refund (except in cases listed in §3) | Retained |
The reference time is the start of the visit day in the local time zone of the Park.
2. How to request a cancellation / refund
2.1. Send an e-mail to support@tenerifeworldtickets.org with subject "Refund request - [Order ID]" and the following information: Order ID, lead guest's full name, e-mail used for the booking, last 4 digits of the card used for payment, reason for cancellation (optional but helpful).
2.2. We confirm receipt of the request within 4 business hours and the outcome within 2 business days.
2.3. Approved refunds are processed back to the original payment instrument within 5-10 business days. The exact crediting time depends on the issuing bank.
3. Force-majeure refunds (full refund, no Service Fee deduction)
3.1. We refund 100% of the Order, including the Service Fee, when the Customer cannot use the Ticket because of:
- closure of the Park decided by Loro Parque S.A. (weather emergency, government order, maintenance);
- governmental travel restrictions or border closure that prevent travel to the Park;
- medical emergency of the lead guest documented by an official medical certificate;
- death of the lead guest or of a first-degree relative documented by a death certificate;
- cancellation of an inbound flight by the airline within 48 hours of the visit, where no reasonable alternative flight is available, evidenced by the airline's written notice.
3.2. As an alternative to a full refund, the Customer may request a free re-booking on a future date subject to availability and the Park's seasonal calendar.
4. Partial-use refunds
4.1. Where the Customer has used part of a multi-day or multi-attraction Ticket and is unable to use the remainder for reasons described in §3, we refund the unused portion pro rata.
4.2. No refund is granted for the unused portion if the reason is purely subjective (the Customer left the Park earlier than planned, the weather did not match expectations, an attraction was temporarily closed for maintenance during a single day of a multi-day Ticket).
5. Cases in which a refund cannot be granted
The following situations are not eligible for a refund:
- used Tickets (gate-scanned barcode);
- no-shows where the Customer did not contact us before the visit date;
- refusal of entry by Park staff for breach of house rules (security check, dress code, age check on age-restricted attractions, alcohol intoxication, refusal of bag inspection);
- loss or theft of the printed Ticket where we have already supplied a re-print upon request;
- changes of plan unrelated to the Park or to factors listed in §3.
6. Chargebacks
6.1. Should the Customer dispute a transaction with the issuing bank without first contacting us, we will provide the bank with full evidence of the transaction (Order Confirmation, IP address, user-agent, 3-D Secure response, ticket-validation logs from the Park where available) and contest the chargeback.
6.2. Chargebacks raised in bad faith (where the Customer has demonstrably used the Ticket) may be referred to a debt-collection agency and reported to fraud-prevention databases used by the e-commerce industry.
7. Date changes
7.1. Free date change up to 14 days before the visit date, subject to availability and seasonal-pricing matching (the Customer pays the difference, or we refund it).
7.2. EUR 5 administration fee for date changes between 7 and 14 days before the visit date.
7.3. Date changes within 7 days are treated as a cancellation followed by a new booking; the tiers in §1 apply.
8. Currency & FX adjustments on refund
The refund is sent back to the same card in EUR, in the same amount that was charged. The Customer's bank converts the EUR amount to the card's billing currency at their spot rate at the time of the refund. We do not control or compensate FX differences caused by exchange-rate variations between charge and refund.
9. Out-of-court dispute resolution
If the outcome of a refund request is disputed, the Customer can seek out-of-court resolution through the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr, or through the consumer-mediation body recognised in the Customer's country of habitual residence.
10. Contact
All refund-related queries: support@tenerifeworldtickets.org. Office hours: Mon-Fri 09:00-19:00 CET, Sat 10:00-16:00 CET.