Effective Date: 1 November 2026
These Terms and Conditions apply to all excursions, tours, activities, experiences, events and other services booked through CanCanaria, unless specific additional terms are clearly communicated before purchase.
By completing a booking, you acknowledge that you have had the opportunity to read and understand these Terms and Conditions, including our Cancellation and Refund Policy and Insurance and Participant Responsibility Policy.
1. About CanCanaria
CanCanaria is a tourism and events business based in Gran Canaria, Spain, specialising in outdoor adventures, cultural experiences, excursions, social events and group activities.
We organise our own events and experiences and work with trusted local businesses and professional activity providers to deliver a wide range of activities throughout the year.
Business Details
- Trading Name: CanCanaria
- Registered Operator: Patrick Stephen Marmion
- NIE: Y5045729A
- Tourist Intermediary Registration (Intermediación Turística): I-0004953.1
- Email: bookings@cancanaria.com
- WhatsApp: +34 686 20 40 39
CanCanaria operates in accordance with applicable Spanish and Canary Islands tourism legislation.
2. Making a Booking
Bookings may be made through our website, authorised ticketing platforms or directly with CanCanaria.
When making a booking, customers are responsible for providing accurate and complete information, including their name, contact details and any other information reasonably required for the activity.
A booking is considered confirmed once payment, or an agreed deposit, has been received and confirmation has been issued.
Customers should check their booking confirmation carefully and contact us promptly if any details are incorrect.
All bookings are subject to availability.
Where an activity has specific requirements, such as minimum ages, fitness levels, swimming ability or previous experience, these will be communicated in the activity description.
3. Prices and Payments
All prices are displayed in euros (€).
The price of each activity will be clearly stated at the time of booking, together with information about what is included.
Additional costs, such as optional extras or booking fees, will be identified before payment.
Payment must be made using one of the methods accepted by CanCanaria or its authorised ticketing providers.
Where a deposit payment option is available, the remaining balance must be paid by the deadline communicated at the time of booking.
Failure to pay an outstanding balance by the agreed deadline may result in cancellation of the booking, subject to the applicable cancellation terms.
4. Cancellation and Refund Policy
We understand that travel plans can change. However, many of our activities require advance reservations, transport arrangements and financial commitments to our local partners.
The following cancellation charges apply when a customer cancels a confirmed booking.
| 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 |
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 consumer law.
Cancellation requests must be submitted in writing. The date CanCanaria receives the request will determine the applicable cancellation charge.
Where a deposit has already been paid, it will be taken into account when calculating any outstanding cancellation charge. Customers will not be charged twice for the same amount.
Any statutory cancellation or withdrawal rights applicable to a particular booking will take precedence over these terms.
For further information, please refer to our separate Cancellation and Refund Policy.
5. Activities Delivered by Third-Party Providers
CanCanaria works with established professional activity providers throughout Gran Canaria.
Our partners include companies such as Climbo, Leagues Ahead Diving and Pro Surfing, alongside other specialist providers delivering outdoor adventures, watersports, guided excursions and cultural experiences.
We select our partners carefully and require them to maintain the appropriate licences, professional qualifications, authorisations and insurance for the activities they deliver.
Many activities are booked and reserved in advance, with CanCanaria securing places that may no longer be available for the provider to sell independently.
All activities booked through CanCanaria are subject to CanCanaria’s booking and cancellation terms, regardless of which company delivers the activity, unless different terms have been expressly disclosed before purchase or mandatory law provides otherwise.
Professional activity providers are responsible for the operational delivery of their activities, including the provision of qualified instructors or guides where required, appropriate safety equipment and relevant safety briefings.
CanCanaria retains any responsibilities that apply to it under Spanish law.
Participants must follow the reasonable safety instructions of the professional activity provider.
6. Cancellations or Changes by CanCanaria
Occasionally, circumstances may require us or our activity partners to cancel, postpone or modify an activity.
These circumstances may include:
- Adverse weather conditions.
- Safety concerns.
- Operational or technical difficulties.
- Insufficient participant numbers.
- The unavailability of an activity provider.
- Circumstances beyond our reasonable control.
Where an activity is cancelled by CanCanaria or its provider, customers will be offered a full refund of the activity ticket price or the opportunity to transfer to an alternative date or activity.
Customers are not obliged to accept an alternative activity.
Any additional statutory rights, including rights relating to booking fees, refunds or compensation, remain unaffected.
Where an activity is modified rather than cancelled, we will communicate any significant changes as soon as reasonably possible.
If a material change makes the experience substantially different from the one purchased, customers will be informed of their available options and legal rights.
7. Changes to Bookings
Customers wishing to change their booking should contact CanCanaria as early as possible.
We will make reasonable efforts to accommodate requests to change dates, activities or participant details.
However, changes are subject to availability and existing commitments to activity providers.
Additional charges may apply where appropriate and will be communicated before the change is confirmed.
No change is guaranteed until confirmed by CanCanaria.
8. Late Arrivals and No-Shows
Customers are responsible for arriving at the designated meeting point at the confirmed time.
Meeting points, departure times and any relevant instructions will be provided in the booking confirmation or subsequent activity communications.
We recommend arriving at least 15 minutes before the scheduled departure unless otherwise instructed.
Activities and transport services cannot always wait for late arrivals.
Failure to arrive on time, missing a scheduled departure or failing to attend an activity without prior cancellation will normally be treated as a no-show.
No refunds will be issued for no-shows or missed departures, except where required by applicable law.
9. Insurance
CanCanaria operates as a registered Tourist Intermediary and maintains public liability insurance.
- Public Liability Insurer: GENERALI
- Policy Number: RS-G-620.009.182
We also work with professional activity providers and take reasonable steps to verify that they maintain appropriate insurance for their activities.
However, public liability insurance is not a substitute for personal travel, medical or accident insurance.
We strongly recommend that all customers arrange suitable personal insurance covering their planned activities, medical needs and potential travel disruption.
Depending on the activities booked, appropriate insurance may include emergency medical treatment, personal accident cover, mountain or sea rescue, medical repatriation and cancellation protection.
Some adventure activities are excluded from standard travel insurance policies, so customers should check their cover carefully.
Personal insurance is recommended but is not a general condition of participation, unless a particular activity has specific insurance requirements.
Please refer to our separate Insurance and Participant Responsibility Policy for further information.
10. Health, Fitness and Participation
Some CanCanaria activities involve physical exertion, uneven terrain, heights, water or other potentially challenging environments.
Customers are responsible for reviewing the activity description and ensuring that the experience is suitable for their fitness, abilities and experience.
Participants should:
- Wear appropriate clothing and footwear.
- Bring any recommended equipment, food and drinking water.
- Follow the instructions of guides, instructors and activity organisers.
- Inform the relevant activity provider of any medical condition or physical limitation that may affect safe participation.
- Carry any necessary personal medication.
- Avoid participating while under the influence of alcohol or other substances that may impair judgement or physical ability.
Where a customer is uncertain about their suitability for an activity, we recommend seeking appropriate medical advice before participating.
CanCanaria or the relevant activity provider may refuse or discontinue participation where there are reasonable and proportionate grounds to believe that continuing would create a significant safety risk.
Any refund entitlement in such circumstances will depend on the reason for the decision and applicable law.
11. Understanding Activity Risks
Participation in CanCanaria activities is voluntary.
Some activities, particularly outdoor adventures and sporting experiences, involve inherent risks even when appropriate safety measures are in place.
These may include slips, falls, injury, changing weather conditions, physical exhaustion and hazards associated with natural environments.
In exceptional circumstances, some activities may involve the risk of serious injury or death.
By choosing to participate, customers acknowledge the nature of the activity and the risks reasonably explained to them.
Participants are expected to exercise reasonable care for their own safety and that of others.
Nothing in these Terms and Conditions excludes or limits liability for negligence, injury or other matters where such liability cannot legally be excluded.
12. Group Activities, Hosts and Volunteers
CanCanaria also organises group excursions, community events and social experiences.
Some activities may be supported by hosts, coordinators or volunteers rather than professional activity guides.
Where relevant, the nature of their role will be explained in the activity information.
Hosts and volunteers may assist with meeting points, group communication, schedules and general arrangements.
Unless specifically stated, they should not be assumed to provide professional guiding, medical supervision or rescue services.
Participants remain responsible for assessing their abilities and following appropriate safety precautions.
The involvement of volunteers does not remove any legal duties that may apply to CanCanaria or those assisting with an activity.
13. Behaviour and Respect for Others
CanCanaria is committed to creating welcoming, inclusive and enjoyable experiences.
We welcome participants from different backgrounds and expect everyone to treat fellow customers, staff, volunteers, activity providers and members of the public with respect.
Discrimination, harassment, threatening behaviour, unwanted sexual attention or conduct that compromises the safety or enjoyment of others will not be tolerated.
Customers must also respect local communities, public spaces, natural environments and the rules of venues or activity providers.
CanCanaria reserves the right to refuse or discontinue participation where a person’s behaviour creates a genuine safety concern or seriously disrupts an activity.
Any decision will be reasonable and proportionate, and any refund entitlement will be assessed in accordance with applicable law.
14. Environmental Responsibility
Gran Canaria has extraordinary natural landscapes, many of which are environmentally sensitive or protected.
We ask all customers to respect the island’s environment and follow the instructions of activity providers and relevant authorities.
Participants should remain on permitted routes where required, avoid disturbing wildlife, dispose of waste responsibly and respect local restrictions.
Customers are responsible for complying with applicable environmental regulations.
15. Personal Belongings
Customers are responsible for taking reasonable care of their personal belongings during activities and events.
We recommend bringing only essential items and keeping valuables secure.
CanCanaria is not responsible for loss, theft or damage to personal belongings unless responsibility arises under applicable law.
Customers should check whether their personal insurance provides suitable cover for their belongings.
16. Photography and Video
Photographs and videos may be taken during CanCanaria activities and events for event documentation and promotional purposes.
We respect the privacy and personal image rights of our customers.
Where consent is legally required for identifiable promotional photographs or videos, CanCanaria will seek appropriate permission.
Customers who prefer not to appear in promotional material are encouraged to inform the CanCanaria team.
Personal data and images will be handled in accordance with applicable data protection legislation and our Privacy Policy.
17. Personal Information and Communications
When making a booking, customers may be asked to provide information necessary to manage and deliver the booked experience.
This may include names, contact details, booking information and relevant participation requirements.
We may contact customers by email, telephone or WhatsApp to provide booking confirmations, meeting instructions, changes or important activity updates, using an appropriate lawful basis.
Any health information required for safe participation will be handled with particular care and shared only where necessary and legally permitted.
Personal information will be processed in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR), and our Privacy Policy.
Marketing communications will be managed separately from essential booking communications and in accordance with applicable consent and marketing rules.
18. Special Events, Private Groups and Packages
Some CanCanaria experiences, including private group bookings, exclusive events and special packages, may involve additional conditions.
These may include minimum participant numbers, special payment schedules, exclusive reservations or different cancellation arrangements.
Where additional conditions apply, they will be clearly communicated before booking.
Any specific terms accepted at the time of purchase will take precedence over the corresponding general terms, provided they comply with applicable law.
Where a booking legally qualifies as a package travel arrangement or linked travel arrangement, the relevant statutory information, protections and conditions will apply.
19. Complaints and Customer Feedback
We aim to provide enjoyable, professional and well-organised experiences.
If something does not meet your expectations, we encourage you to contact us so that we can investigate and, where appropriate, seek a resolution.
Please contact:
- Email: bookings@cancanaria.com
- WhatsApp: +34 686 20 40 39
Please include your booking reference, the activity concerned and a description of the issue.
We will review complaints fairly and respond within a reasonable timeframe.
Official consumer complaint forms (Hojas de Reclamaciones) are available in accordance with applicable Canary Islands legislation. Details of how and where to obtain or submit them will be provided through our website or on request.
Customers retain their right to pursue complaints through the appropriate consumer or tourism authorities.
20. Consumer Rights and Applicable Law
These Terms and Conditions are governed by applicable Spanish law, including relevant Canary Islands tourism legislation and consumer protection regulations.
Nothing in these terms excludes or limits any mandatory statutory rights available to customers.
Where a provision conflicts with applicable consumer protection legislation, the relevant legal requirement will take precedence.
Any disputes will be handled in accordance with applicable law, including mandatory rules governing consumer jurisdiction.
21. Updates to These Terms
CanCanaria may update these Terms and Conditions from time to time to reflect changes in our services, operating arrangements or legal requirements.
The terms applicable to a confirmed booking will generally be those provided at the time of purchase, unless a change is required by law or expressly agreed with the customer.
The current version will be made available on our website.
22. Contact Information
For questions about bookings, cancellations, insurance or these Terms and Conditions, please contact:
- CanCanaria
- Patrick Stephen Marmion
- Tourist Intermediary Registration: I-0004953.1
- Email: bookings@cancanaria.com
- WhatsApp: +34 686 20 40 39
- Website: www.cancanaria.com
Acceptance of Terms and Conditions
By completing a booking through CanCanaria, customers confirm that they have been given the opportunity to review these Terms and Conditions, together with the applicable Cancellation and Refund Policy and Insurance and Participant Responsibility Policy.
Customers acknowledge the booking conditions, the nature of their selected activity and their responsibility to review any relevant participation requirements.
All bookings remain subject to applicable Spanish consumer protection legislation.