Understanding our cancellation policy is key to a smooth booking experience. This page provides a clear, straightforward summary of our rules. For full legal details, please refer to Articles 11.3, 11.4 of our Terms and Conditions.
1. For Bookings That Include Monument/Attraction Tickets
These bookings are final. Once your purchase is confirmed, no cancellations, modifications, or refunds are permitted.
Tickets are issued to a specific person’s name and cannot be transferred. It is crucial that you enter the correct details for all participants during checkout.
Ticket Delivery:
- Your tickets will be delivered to your email up to 24 hours before your scheduled activity.
- For bookings made less than 24 hours in advance, they may arrive up to 1 hour before the start time.
- Please note: A claim or dispute filed because you have not yet received your tickets before this delivery window has closed is not considered valid.
Exceptions for Refunds: A refund is only possible in two specific situations:
- Official Cancellation: The monument’s administration officially cancels the visit and authorizes a refund.
- Administrative Error: There is a clear administrative mistake made by us or the official ticket provider.
2. For Services Without Monument Tickets (e.g., some guided tours)
These bookings offer more flexibility.
- Full Refund: You can cancel your reservation and receive a full refund up to 24 hours before the service is scheduled to begin.
- No Refund: Cancellations made within 24 hours of the start time, or if you do not show up, are non-refundable.
- Force Majeure: In exceptional circumstances (such as a pandemic), we will issue a credit voucher for the amount paid, which will be valid for 2 years.
3. Your Responsibilities: Key to a Successful Visit
To ensure your entry to the monument goes smoothly, you are responsible for the following:
- Accurate Personal Data: You must provide the correct and complete name and information for every participant. Tickets are personal and non-transferable.
- Valid Email Address: This is where we will send your tickets. Please double-check for typos and also check your spam/junk folder.
- Matching Identification: Officials at the monument may ask to see an ID that matches the name on the ticket. Access may be denied without a refund if the details do not match.
Failure to provide correct and timely information may result in denied entry, for which a refund cannot be issued.
4. Why Ticketed Bookings Are Final: An Explanation
Our strict refund policy for ticketed services is based directly on European consumer law.
The European Directive 2011/83/EU on consumer rights (Article 16, letter l) states that the standard right to withdraw from a purchase (the “cooling-off period”) does not apply to leisure activities scheduled for a specific date. This includes monument entries, tours, and other date-specific tourist services.
This means that once your purchase is confirmed, the sale is legally binding and non-refundable throughout the European Union, except under the conditions outlined in our policy.
You can review the legal text here: Directive 2011/83/EU, Article 16, letter (l)
We strongly recommend reading this policy carefully. If you have any questions, please contact us before completing your purchase.
