Cancellation and Refund Policy

Before booking, please read how cancellations, refunds, and ticket delivery work for our services. Below are the main rules explained clearly. For full legal details, see Articles 9, 12, and 13 of our Terms and Conditions.

1. Services with Monument Access Tickets (Articles 9 and 12)
  • Tickets are nominative, personal, and non-transferable. You must provide correct details for all participants before purchase.
  • Tickets are delivered up to 24 hours before the activity. If booked less than 24 hours in advance, delivery may be up to 1 hour before the start.
  • No cancellations, changes, or refunds are allowed after purchase, except if:
    • The monument officially cancels the visit and authorizes a refund.
    • There is an administrative error by us or the official provider.
  • Not receiving tickets before the maximum delivery time does not entitle you to a claim or refund.
2. Services Without Monument Access Tickets (Article 12.2)
  • You may cancel with a full refund up to 24 hours before the service starts.
  • No refund if you cancel after this period or do not show up.
  • In cases of force majeure (e.g., pandemic), you will receive a voucher valid for 2 years.
3. Obligations and Important Warnings (Articles 9 and 13)
  • You must provide all required personal information and a valid email address.
  • If your data is incorrect, incomplete, or late, you will not be able to access the monument and will not be entitled to a refund.
  • Tickets are only issued with correct and complete data.
  • If booking details do not match your documents, access may be denied without refund.
4. Claims and Disputes Before Ticket Delivery (Article 12)
  • Claims or disputes before the ticket delivery deadline (24 hours before the activity) are not valid, as you accept this policy when booking.
5. Why Can’t You Cancel or Request a Refund for Services with Access Tickets?
  • According to European law (Directive 2011/83/EU, Article 16(l)), there is no right of withdrawal for leisure services with a specific date (like monument tickets).
  • This means you cannot cancel or request a refund after purchase, except in the cases above (official cancellation or administrative error).
  • Read the legal text here: Directive 2011/83/EU, Article 16(l).

We recommend reading Articles 9, 12, and 13 of our Terms and Conditions before booking. If you have questions, please contact us before completing your purchase.