cancellations, refunds and changes policy

Cancellation, Changes and Refunds Policy

1. Right of withdrawal

In accordance with the provisions of Article 103. l) of Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users, the purchase of tickets for Hidropark Alcúdia constitutes a service relating to leisure activities with a specific date or period of performance; therefore, the statutory right of withdrawal does not apply.

2. Cancellations requested by the customer

Tickets may be cancelled up to 72 hours before the scheduled date of the visit.

The customer may choose between:

– A full refund of the amount paid via the same payment method used for the purchase.
– A voucher for the full amount paid, valid for 12 months from the date of issue and redeemable for tickets or services offered by Hidropark Alcúdia.

Requests made less than 72 hours in advance will not entitle the customer to a refund, except in those cases expressly provided for in this policy or where required by applicable regulations.

3. Date changes

The person who made the booking may request a date change free of charge up until 23:59 on the day before the visit, subject to availability.

If the new date is at a higher price, the customer will only be required to pay the difference.

If the new date is cheaper, the difference will be credited to the customer’s account and can be used during the visit in the restaurants, shops or other services managed directly by Hidropark Alcúdia.

4. No-shows

Failure by the customer to attend on the booked date (‘no-show’) will result in the loss of the right of entry and will not give rise to a refund, compensation or a change of date.

5. Weather conditions

Normal weather conditions, such as rain, wind, high temperatures or other circumstances typical of outdoor activities, do not constitute grounds for cancellation nor do they entitle the visitor to a refund.

Park open

If, once the day’s activities have begun, Hidropark Alcúdia is forced to suspend operations temporarily or permanently for safety reasons arising from exceptional weather conditions or other unforeseen circumstances, the park may offer, depending on the circumstances of each case:

– a change of date;
– a complimentary ticket for another day; or
– a voucher valid for 12 months.

Park closed before opening

If Hidropark Alcúdia is unable to open its facilities to the public on the booked date due to force majeure or for safety reasons, the customer may choose between:

– a full refund of the amount paid;
– a date change at no extra cost; or
– a voucher valid for 12 months.

6. Availability of attractions

Due to maintenance, safety, technical, weather or operational reasons, certain attractions, shows or services may be temporarily out of operation.

These circumstances shall not entitle the customer to a full or partial refund of the admission price, provided that the park remains open to the public and continues to provide, to a substantial extent, its services and the majority of its main attractions.

6. Availability of attractions

Due to maintenance, safety, technical, weather or operational reasons, certain attractions, shows or services may be temporarily out of operation.

These circumstances shall not entitle visitors to a full or partial refund of the admission price, provided that the park remains open to the public and continues to provide, to a substantial extent, its services and the majority of its main attractions.

7. Force majeure

Hidropark Alcúdia shall not be liable for any failure to provide the service where this arises from force majeure or circumstances beyond its control, including, but not limited to, extreme weather events, fires, floods, decisions by the competent authorities, risks to personal safety, health emergencies or general disruptions to essential supplies.

In such cases, the solutions set out in this policy will apply depending on whether or not the park was open to the public.

8. Fast Pass and additional services

Additional services purchased alongside the admission ticket will generally be subject to the same cancellation and amendment conditions as those applicable to the main admission ticket.

Fraudulent use of the Fast Pass, its transfer to third parties, or failure to comply with the park’s terms of use or safety regulations shall entitle Hidropark Alcúdia to withdraw said service immediately.

9. Requests for cancellations or changes

Requests for cancellations or changes to dates must be made via the same channel used to make the purchase or through Hidropark Alcúdia’s Customer Service department, within the time limits set out in this policy.

This policy does not limit or exclude the rights to which consumers are entitled under current legislation. There is one final improvement I would recommend incorporating, particularly with regard to the complaints you receive due to rain or one-off incidents. I would add a ‘commercial courtesy’ clause, making it clear that Hidropark may offer more favourable solutions on a voluntary basis:

> Commercial courtesy. Notwithstanding the provisions of this policy, Hidropark Alcúdia may, on a voluntary basis and taking into account the specific circumstances of each case, offer date changes, vouchers, complimentary tickets or other commercial measures, without this constituting a precedent or creating a right for future requests.