Cancellation and Refund Policy
Detailed Explanation
Before completing any booking, the User must carefully read and understand the conditions governing cancellations, refunds, and ticket delivery. By making a purchase through this Website, the User expressly accepts this Cancellation and Refund Policy.
1. Services Including Monument Access Tickets
1.1. For services that include access tickets to monuments, museums, or attractions, tickets are personal, nominative, and non-transferable. The User must ensure that all participant details are accurate and complete at the time of booking.
1.2. Ticket delivery will be made up to 24 hours before the activity. For last-minute bookings, tickets may be delivered up to 1 hour before the start time.
1.3. No cancellations, modifications, or refunds are allowed once the booking has been confirmed, except in the following cases:
- Cancellation of the activity by the monument or official operator, and only if they authorize or process the refund.
- Administrative error directly attributable to the Website owner or the service provider.
1.4. Delivery of tickets within the established timeframe does not constitute grounds for cancellation or refund.
2. Services Without Monument Tickets
2.1. For services that do not include entry tickets, the User may cancel the booking up to 24 hours before the scheduled start time and receive a full refund.
2.2. If cancellation occurs less than 24 hours in advance, or in case of no-show, no refund will be issued.
2.3. In cases of force majeure, the User may receive a voucher equivalent to the amount paid, valid for up to 24 months.
3. User Obligations
3.1. The User must provide accurate personal data and a valid email address.
3.2. If the information provided is incorrect, incomplete, or submitted late, access to the activity may be denied without any right to refund.
3.3. Tickets will only be issued once all required data has been correctly submitted.
3.4. Any mismatch between booking data and official identification may result in denied access without refund.
3.5. Where a booking includes several attendees, the User is responsible for the accuracy of each attendee's details, including age range and country or EEA residency status where this determines the applicable ticket category. Tickets issued on this basis are personal and non-transferable, and an incorrect declaration used to obtain a lower price does not entitle the User to a refund if access is later denied or a price difference is charged on-site.
4. Claims and Disputes
4.1. Any claim related to ticket delivery made before the established delivery deadline (up to 24 hours prior to the activity) will be considered invalid.
4.2. By completing the purchase, the User acknowledges and accepts the delivery timeframes defined in this policy.
5. Legal Basis – No Right of Withdrawal
5.1. In accordance with European consumer protection legislation, the right of withdrawal does not apply to services related to leisure activities with a specific date or period of execution.
5.2. This is established under Directive (EU) 2011/83, Article 16(l).
5.3. Therefore, for Users located in the European Union, once a booking is confirmed, the User cannot cancel or request a refund except in the cases expressly described in this policy.
5.4. Users located outside the European Union — including, without limitation, users in the United States — are subject to the consumer protection rules applicable in their own country of residence, which may grant different or additional rights regarding cancellations and refunds. Nothing in this policy is intended to limit any mandatory right such Users may hold under the law of their own jurisdiction.
6. Nature of the Service
6.1. This Website operates as an independent intermediary platform.
6.2. The service consists of searching, managing, and securing access to tickets and experiences through third-party providers.
6.3. Prices may include additional costs for management services, customer support, digital content, and availability optimization.
7. Contact
For any questions regarding cancellations or refunds, the User may contact:
Email: info@enjoyourtour.com