Cancellation and Refund Policy

Detailed explanation

Before booking, it is essential that you understand how cancellations, refunds and ticket delivery work for our services.

Below, we explain the key rules clearly and straightforwardly. If you wish to consult the legal details, please refer to sections 10, 13 and 14 of our Terms and Conditions.

1. Services including admission tickets to the monument (sections 10.3, 10.4 and 13.1)

• For this type of service, tickets for entry to the monument are named, personal and non-transferable. You must ensure that the details of all participants are entered correctly before completing your purchase.
• Tickets are issued up to 24 hours before the start of the activity. If you book less than 24 hours in advance, you can receive them up to 1 hour before the start.
• No cancellations, changes or refunds are permitted once the purchase is complete, except in the following cases:
• • Cancellation of the visit by the attraction, provided that the attraction issues or accepts the refund.
  • Administrative error attributable to FTC or the supplier.
• Failure to receive the tickets by the latest delivery deadline does not constitute a breach of contract nor does it entitle you to a claim or a refund.

(See sections 10.3, 10.4 and 13.1 of the Terms and Conditions).

2. Services not including admission tickets to the monument (section 13.2)

• If you book a service that does not include admission tickets or audio guides, you can cancel your booking and receive a full refund up to 24 hours before the service begins.
• If you cancel after the deadline or fail to turn up, you will not be entitled to a refund.
• In cases of force majeure (for example, a pandemic), you will receive a voucher for the amount paid, valid for 2 years.

3. Important obligations and warnings (sections 10.3, 10.5 and 14)

• You must provide all the required personal details correctly and ensure you enter a valid email address. If the details are incorrect or incomplete, or are not submitted on time, you will not be able to access the monument and will not be entitled to a refund.
• Tickets will only be issued if the details provided are correct and complete.
• If there is any discrepancy between the booking details and the documents presented, entry may be refused without a refund.

4. Claims and disputes prior to the delivery date (section 13.1)

Submitting a claim or dispute before the deadline for ticket delivery (24 hours before the start of the activity) is not permitted, as you have expressly accepted this policy when making your purchase.

5. Why can’t you cancel or request a refund for services that include tickets to the monument?

Under European legislation, when you purchase a service relating to leisure activities that have a specific date on which they are to take place (such as tickets to monuments or tourist activities with a specific date and time), there is no right of withdrawal.

This rule is set out in Article 16(l) of the European Directive 2011/83/EU on consumer rights and applies throughout the European Union.

This means that, once your purchase is complete and your booking has been confirmed, you cannot cancel it or request a refund, except in the circumstances set out in our policy (cancellation by the monument or an administrative error).

You can view the legal text here: Directive 2011/83/EU, Article 16(l).

We recommend that you read sections 10, 13 and 14 of our Terms and Conditions carefully before booking. If you have any queries, please contact us at info@thewalkertours.com before completing your purchase.