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 directly. If you would like to review the legal details, you can read Articles 9, 12, and 13 of our Terms and Conditions.

1. Services that include monument admission tickets (Articles 9 and 12)

For this type of service, monument admission tickets are named, personal, and non-transferable. You must correctly complete the details for all participants before finalizing the purchase.
Tickets are delivered up to 24 hours before the start of the activity. If you book less than 24 hours in advance, you may receive them up to 1 hour before the start.
Once the purchase has been completed, cancellations, changes, and refunds are not permitted, except in the following cases:
Official cancellation of the visit by the monument, and only if the monument issues or accepts the refund.
Administrative error attributable to TWT or the official provider.
Not receiving the tickets before the maximum delivery deadline does not constitute a breach and does not entitle you to a claim or refund.
(See Articles 9 and 12 of the Terms and Conditions)

2. Services without monument admission tickets (Article 12.2)

If you purchase a service that does not include admission tickets or audioguides, you may cancel your booking with a full refund up to 24 hours before the start of the service.
If you cancel outside the allowed period, or if you do not show 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. Obligations and important warnings (Articles 9 and 13)

You must correctly provide all required personal data and make sure you enter a valid email address.
If the data are incorrect, incomplete, or not submitted on time, you may be unable to access the monument and you will not be entitled to a refund.
Tickets will only be issued once the correct and complete data have been provided.
If there is any discrepancy between the booking details and the documents presented, access may be denied without refund.

4. Claims and disputes before the delivery deadline (Article 12)

Starting a claim or dispute before the maximum ticket delivery deadline (24 hours before the start of the activity) is not valid, as you expressly accepted this policy when you made your purchase.

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

Under European legislation, when you purchase a service related to leisure activities with a specific execution date (such as monument tickets or tourist activities with a specific day and time), there is no right of withdrawal.

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

This means that, once your purchase is completed and the booking is confirmed, you cannot cancel it or request a refund, except in the cases covered by our policy (official cancellation by the monument or an administrative error).

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

We recommend that you carefully read Articles 9, 12, and 13 of our Terms and Conditions before booking. If you have any questions, you can contact us before finalizing your purchase.