Terms of Service
These Terms of Service form a binding agreement between you (the Customer) and Tenerife World Tickets (also "we", "us", the Operator) governing your access to and use of tenerifeworldtickets.org and any service we provide through it (the Service). By placing an order, creating an account, or otherwise using the Service, you confirm that you have read, understood and accept these Terms in full. If you do not accept these Terms, please do not use the Service.
1. Definitions
1.1. Park — Siam, the leisure venue whose admission tickets are re-sold through the Service; operated by Loro Parque S.A..
1.2. Ticket — admission voucher (printable PDF or e-mail confirmation containing a barcode/QR code) issued by us that grants entry to the Park on the date and under the conditions specified at the moment of purchase.
1.3. Order — any contract concluded between Customer and Operator for the supply of one or more Tickets through the Service.
1.4. Service Fee — the difference between the Park's gate price and the price displayed on tenerifeworldtickets.org, intended to cover sourcing, multilingual customer support, currency conversion, e-ticket delivery and 24/7 fraud monitoring.
2. Status of the Operator — independent reseller
2.1. Tenerife World Tickets operates an independent online ticket-resale platform. We purchase admission tickets from authorised channels and re-sell them to independent travellers under our own brand and at our own commercial risk.
2.2. Tenerife World Tickets is not affiliated with, endorsed by, sponsored by, agent of, or in any way officially connected to Siam, Loro Parque S.A., or any of their subsidiaries, parent companies, licensees or joint-venture partners. The use of the trademark "Siam" within the Service is purely nominative — to identify the admission product we resell — and is permitted under Article 14(1)(c) of Regulation (EU) 2017/1001 (EU Trade-Mark Regulation) and corresponding national fair-use doctrine.
2.3. The Customer expressly acknowledges that any communication from the Park (e-mail, on-site announcements, refund decisions issued by Park staff) is the responsibility of Loro Parque S.A., not of Tenerife World Tickets. Should the Park itself decline entry for reasons outside our control, the Customer's recourse against the Park is governed by Loro Parque S.A.'s own terms posted at the Park entrance and on its official website.
3. Eligibility
3.1. To use the Service the Customer must be at least 18 years old and have the legal capacity to enter into binding contracts in their country of residence. Tickets purchased for minors are placed and paid for by a responsible adult on the minor's behalf.
3.2. The Customer warrants that the personal and payment data supplied during the Order are true, accurate and complete, and that the payment instrument used belongs to the Customer or is used with the lawful authority of its holder. Use of stolen, fraudulent or unauthorised payment instruments will result in immediate Order cancellation, blocking of the account, and notification of the relevant financial-fraud authorities.
4. Conclusion of the contract — Order process
4.1. The display of Tickets on the Service constitutes an invitation to treat, not a binding offer. A binding contract is formed only when we issue an Order Confirmation by e-mail containing the Ticket and the unique Order ID.
4.2. The Order process consists of: (a) Ticket selection (Park, date, number of guests, options); (b) entering personal and contact data of the lead guest; (c) reviewing the price summary which itemises the gate-price, the Service Fee, applicable taxes and the final amount payable; (d) entering payment details and confirming via 3-D Secure where required by the issuing bank; (e) receipt of the Order Confirmation by e-mail.
4.3. Errors in the Order (typos in name/date, wrong number of guests) must be reported to support@tenerifeworldtickets.org within 1 hour of the Order Confirmation. After this window, changes are subject to availability and may incur a re-issue fee.
5. Prices, taxes and fees
5.1. All prices on tenerifeworldtickets.org are quoted in EUR, are inclusive of VAT where applicable under Council Directive 2006/112/EC, and include the Service Fee.
5.2. The price the Customer pays is the price displayed on the price-summary screen before clicking "Pay". No additional fees are added at the moment of charge by us. The card-issuing bank may, at its sole discretion, levy a foreign-transaction or currency-conversion fee — that fee is between the Customer and the bank and is outside our control.
5.3. We reserve the right to modify Ticket prices at any time. Modifications do not affect Orders that have already been confirmed.
6. Payment, security and 3-D Secure
6.1. Payment is processed in real time by a Payment Service Provider holding PCI-DSS Level 1 certification — the highest assurance level under the Payment Card Industry Data Security Standard. Card numbers, expiry dates and CVV/CVC codes are entered into a payment form hosted by the PSP and are never stored on the Operator's servers.
6.2. Where required by Strong Customer Authentication rules under PSD2 (Directive (EU) 2015/2366), the Customer's bank triggers a 3-D Secure challenge: a one-time SMS code, a push notification in the bank's mobile app, or biometric verification. The transaction is approved only if the challenge succeeds.
6.3. Failed transactions are not charged. Where the issuing bank has placed an authorisation hold on the funds, the hold is automatically released within 3-7 business days.
7. Delivery of Tickets
7.1. The e-Ticket is delivered to the e-mail address supplied at the time of purchase, normally within a few minutes of the Order Confirmation. Where the booking requires manual processing (groups, specific add-ons, last-minute orders) delivery may take up to 4 hours during the office hours specified in /contact.
7.2. The Customer is responsible for ensuring that the e-mail address provided is correct and that our messages are not blocked by SPAM filters. Should the Order Confirmation not arrive within the expected window, the Customer must contact us at support@tenerifeworldtickets.org for a re-send before contacting their card-issuing bank.
7.3. Tickets are non-transferable to other dates without our written approval and may not be re-sold by the Customer to third parties.
8. Right of withdrawal — exception under EU consumer law
8.1. Pursuant to Article 16(l) of Directive 2011/83/EU on Consumer Rights, the right of withdrawal within 14 days does not apply to "the supply of services related to leisure activities if the contract provides for a specific date or period of performance". Tickets to a theme park bound to a specific visit date therefore fall outside the statutory withdrawal regime.
8.2. Notwithstanding the legal exception, we voluntarily grant a refund window described in our Refund Policy which is more generous than the law strictly requires.
9. Customer obligations on the day of visit
9.1. The Customer must present a printed or screen copy of the e-Ticket at the Park entrance. A government-issued photo ID may be requested by the Park to verify the name on the Ticket.
9.2. The Customer is bound by the Park's house rules (security checks, prohibited items, height and age restrictions for individual rides, dress code where applicable). Refusal of entry, ejection from the Park, or partial enjoyment of the Ticket caused by breach of those rules does not give rise to a refund obligation on our part.
10. Liability — limits
10.1. Our liability towards the Customer is limited to the value of the Order, irrespective of the legal basis (contract, tort, statutory). We are not liable for indirect or consequential losses, including but not limited to loss of holiday enjoyment, lost wages, transport costs, accommodation costs, opportunity costs, or moral damages.
10.2. The limitation in clause 10.1 does not apply in cases of intent or gross negligence on our part, of damages to the Customer's life, body or health, or where mandatory consumer-protection law of the Customer's country prohibits the limitation.
11. Force majeure
11.1. Neither party is liable for failure to perform when the failure is caused by an event of force majeure outside the reasonable control of the affected party, including (without limitation): acts of God, severe weather, pandemic, epidemic, government order, civil unrest, war, terrorism, fire, strike of third parties, failure of public infrastructure, or unilateral closure of the Park by Loro Parque S.A..
11.2. Where a force-majeure event prevents the use of the Ticket on the booked date, we offer the Customer a free date change (subject to availability) or a full refund of the Ticket price including the Service Fee.
12. Intellectual property
12.1. All content displayed on tenerifeworldtickets.org (text, layout, logos of the Operator, photographs, videos, code) is owned by or licensed to Tenerife World Tickets and is protected by copyright, database rights, design rights and trademark law.
12.2. Park-related trademarks, character names, ride names, logos and architectural designs remain the exclusive property of Loro Parque S.A.. Their reproduction on tenerifeworldtickets.org is limited to the extent necessary to identify the admission product re-sold (nominative fair use).
13. Acceptable use
13.1. The Customer agrees not to: (a) use the Service for any unlawful or fraudulent purpose; (b) attempt to disrupt or compromise the security of the Service; (c) use automated systems to harvest data from the Service; (d) impersonate another person or provide false data; (e) re-distribute the e-Ticket or its barcode to third parties.
13.2. Breach of clause 13.1 entitles us to suspend or cancel the Order without refund.
14. Personal data
The processing of personal data in connection with the Order is governed by our Privacy Policy, which forms an integral part of these Terms.
15. Modifications of these Terms
15.1. We may modify these Terms at any time. The modified version takes effect upon publication on tenerifeworldtickets.org and applies to Orders placed after that publication. Orders placed before the modification remain governed by the version of the Terms in force at the moment of conclusion of the contract.
15.2. Material modifications will be highlighted on the home page for at least 14 days following publication.
16. Governing law and dispute resolution
16.1. These Terms are governed by the substantive law of the European Union and, for matters not harmonised at EU level, by the law of the Member State in which the Operator has its registered seat, without prejudice to the mandatory consumer-protection law of the Customer's country of habitual residence (Article 6 of Regulation (EC) No 593/2008 — Rome I).
16.2. The Customer may, before initiating any court action, attempt to resolve the dispute through the European Online Dispute Resolution (ODR) platform set up by the European Commission, accessible at ec.europa.eu/consumers/odr.
16.3. The competent courts for any dispute arising from or in connection with these Terms are the courts of the Member State in which the Customer is habitually resident, without prejudice to the Customer's right to bring proceedings before the courts of the Operator's registered seat (Brussels I-bis Regulation (EU) No 1215/2012, Articles 17-19).
17. Severability
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect. The invalid or unenforceable provision shall be replaced by a provision that comes closest to the economic intent of the original.
18. Entire agreement
These Terms, together with the Privacy Policy, the Cookie Policy, the Refund Policy and the Payment Policy referenced herein, constitute the entire agreement between the Customer and the Operator concerning the use of the Service and supersede any prior oral or written communication.
19. Contact
Operator: Tenerife World Tickets, contact: support@tenerifeworldtickets.org, website: tenerifeworldtickets.org.