Applicable to all excursions, tours, activities, experiences and events booked through CanCanaria.
At CanCanaria, we understand that travel plans can change. We aim to provide a fair and transparent cancellation policy while recognising that many of our experiences require advance reservations, transport arrangements and commitments to our trusted local activity partners.
Please read the following terms carefully before completing your booking.
1. Customer Cancellations and Refunds
If you need to cancel your booking, the following cancellation charges apply based on the number of calendar days before the scheduled activity or event.
| Notice Before Activity | Cancellation Charge | Refund |
|---|---|---|
| More than 21 days | 5% | 95% |
| 21 days | 10% | 90% |
| 15-20 days | 20% | 80% |
| 11-14 days | 30% | 70% |
| 6-10 days | 50% | 50% |
| 5 days or less | 100% | No refund |
All cancellation charges are calculated against the ticket price, excluding booking fees.
Deposits and booking fees are non-refundable in the event of a customer cancellation, subject to applicable law.
Refunds are calculated based on the date CanCanaria receives the cancellation request in writing.
2. Deposits and Booking Fees
Where a deposit payment option is offered, the deposit secures your place on the activity or event and is non-refundable in the event of a customer cancellation, subject to applicable law.
Any booking fees, including ticketing and payment-processing fees charged at the time of purchase, are also non-refundable in the event of a customer cancellation, subject to applicable law.
Where a refund is due, it will be calculated against the eligible ticket price, taking into account any payments already made, and returned using the original payment method wherever possible.
3. Activities Delivered by Third-Party Providers
CanCanaria works with trusted local activity providers to deliver a wide range of experiences, including watersports, hiking, climbing, cultural excursions, boat trips, sightseeing tours and other adventures.
Many of these activities are reserved and paid for in advance. CanCanaria may secure exclusive allocations of places, meaning those places are no longer available for the activity provider to sell independently.
For this reason, all bookings made through CanCanaria are subject to CanCanaria’s cancellation and refund policy, regardless of which company delivers the activity.
The individual cancellation policies of third-party activity providers do not replace or override CanCanaria’s policy for bookings made directly through CanCanaria, except where mandatory legal provisions apply.
4. Cancellations by CanCanaria or Activity Providers
Occasionally, an activity may need to be cancelled due to circumstances beyond our control, including adverse weather conditions, safety concerns, operational difficulties or the inability of an activity provider to deliver the experience.
Where CanCanaria or its activity provider cancels an activity, customers will be offered:
- A full refund of the activity ticket price; or
- The opportunity to transfer their booking to an alternative date or activity, subject to availability and agreement.
Where an alternative is not suitable, a refund of the activity ticket price will be provided.
Any refund of booking fees will be handled in accordance with applicable consumer law.
5. Weather and Safety Conditions
The safety of our customers, team members and activity partners is a priority.
Outdoor activities may be affected by weather conditions, including strong winds, heavy rain, rough seas or other circumstances that could make an activity unsafe.
Decisions to cancel or modify an activity for safety reasons will be made by CanCanaria or the relevant activity provider.
If an activity is cancelled by the organiser due to unsafe conditions, the customer will be entitled to a refund of the activity ticket price or an agreed alternative.
However, a customer’s personal decision not to participate because of weather concerns, where the activity is still operating safely, will be treated as a customer cancellation and subject to the standard cancellation charges.
6. Illness, Travel Disruption and Personal Circumstances
We understand that unexpected circumstances can prevent customers from attending an activity.
However, cancellations due to illness, injury, missed flights, travel delays, changes to accommodation or other personal circumstances remain subject to the standard cancellation policy.
We strongly recommend that all visitors arrange appropriate travel insurance covering unexpected cancellations, medical emergencies and travel disruption.
Where possible, CanCanaria may assist by providing booking confirmation or cancellation documentation to support a travel insurance claim.
7. Late Arrivals and No-Shows
Customers are responsible for arriving at the designated meeting point at the confirmed time.
Unfortunately, we cannot guarantee that an activity or transfer can wait for late arrivals.
Failure to arrive on time, missing a scheduled departure or not attending an activity without prior cancellation will be treated as a no-show.
No refunds will be issued for no-shows or missed departures, except where required by applicable law.
8. Special Events and Packages
Certain events, private bookings, group experiences or special packages may have additional booking conditions due to limited availability, exclusive arrangements or advance commitments.
Where different cancellation conditions apply, these will be clearly communicated before purchase and will take precedence over the standard cancellation schedule, subject to applicable law.
9. Changes to Bookings
If you wish to change the date or activity associated with your booking, please contact CanCanaria as early as possible.
We will make reasonable efforts to accommodate changes, subject to availability and any existing commitments to activity providers.
Changes are not guaranteed and may involve additional charges.
Any agreed changes must be confirmed by CanCanaria.
10. How to Request a Cancellation
All cancellation requests must be submitted in writing.
Please contact CanCanaria using one of the following methods:
- Email: bookings@cancanaria.com
- WhatsApp: +34 686 20 40 39
Please include your name, booking reference and the activity you wish to cancel.
The date we receive your written cancellation request will determine the applicable cancellation charge.
Where a refund is approved, it will normally be returned to the original payment method. Processing times may vary depending on your bank or payment provider.
11. Consumer Rights
This policy is intended to provide clear and consistent cancellation terms for CanCanaria bookings.
Nothing in this policy excludes or limits any statutory consumer rights that apply under Spanish law or other applicable legislation.
Where mandatory consumer protection laws provide rights that differ from these terms, those legal rights will take precedence.
By completing a booking with CanCanaria, customers acknowledge that they have been provided with the opportunity to review this cancellation and refund policy before purchase.