Cancellation, Rescheduling and Refund Policy

This policy applies exclusively to bookings made directly through the Ecolandlovers Guía En Lanzarote website.

All deadlines are calculated from the scheduled start time of the activity and according to the local time in Lanzarote.

1. Shared experiences

Shared experiences may be cancelled with a full refund when the cancellation is communicated at least 48 hours before the scheduled start time.

When less than 48 hours but at least 24 hours remain before the activity begins, no refund will be issued. However, one change of date may be requested.

When less than 24 hours remain, no refund or change of date will be possible, except in the event of duly documented force majeure.

2. Private experiences, groups, tastings and activities with food pairings

Private experiences, group bookings, tastings and activities that include wine, food pairings or services prepared specifically for the booking may be cancelled with a full refund when the cancellation is communicated at least 72 hours before the scheduled start time.

When less than 72 hours but at least 48 hours remain before the activity begins, no refund will be issued. However, one change of date may be requested.

When less than 48 hours remain, no refund or change of date will be possible, except in the event of duly documented force majeure.

3. Changes of date

Each booking may be rescheduled once, subject to availability.

The rescheduled experience must take place within the same calendar year in which the original booking was made.

When the change is requested in November or December, the new date may be arranged up to 30 June of the following year.

If wine, food pairings or services from external suppliers have already been purchased and the related costs cannot be recovered, these costs may need to be paid again for the new date. The customer will be informed of the amount before the change is confirmed.

If the experience does not take place within the permitted period, the right to reschedule will be lost and no refund will be issued.

4. Late arrivals and failure to attend

A maximum waiting time of 10 minutes will apply after the scheduled start time.

When a participant contacts Ecolandlovers Guía En Lanzarote to report a delay, it may be possible to wait for up to 20 minutes, provided that this does not affect the proper running of the activity and out of respect for the other participants.

After this time, the booking will be considered a no-show and will not be eligible for a refund or a change of date.

Participants are responsible for checking the start time, meeting point and estimated travel time in advance.

5. Force majeure affecting the customer

When a participant is unable to attend or arrive on time because of force majeure, they may request an exceptional review of their case.

The customer must provide sufficient documentation demonstrating that it was genuinely impossible to attend or arrive at the activity.

Any possible refund will be assessed individually, taking into account the circumstances and any costs already incurred that cannot be recovered.

6. Weather conditions, alerts and safety

Ecolandlovers Guía En Lanzarote reviews the weather forecast and the conditions of the area before each activity.

For safety reasons, the schedule, route, meeting point or way in which the experience is delivered may be changed when required by weather conditions, the state of the terrain or instructions issued by the authorities.

When an alert, restriction or official instruction prevents the activity from taking place, or when conditions do not allow it to be carried out safely, the customer may choose between:

• moving the activity to another available date;
• receiving a full refund of the amount paid.

If Ecolandlovers Guía En Lanzarote confirms that the activity can be carried out safely and the customer decides not to attend because of their personal assessment of the weather conditions, the standard cancellation deadlines will apply.

7. Cancellation by Ecolandlovers Guía En Lanzarote

If an activity is cancelled by Ecolandlovers Guía En Lanzarote, the customer may choose between moving the booking to another available date or receiving a full refund of the amount paid.

A voucher or change of date will not be imposed when the customer prefers a refund.

8. Minimum number of participants

Activities will not be cancelled because the minimum number of participants has not been reached.

When this is expressly stated on the experience page, a surcharge may apply if the final number of participants is lower than the stated minimum.

This surcharge must be clearly indicated before the booking is confirmed.

9. How to request a cancellation or change of date

Requests must be submitted through one of the following channels:

Email: info@guiaenlanzarote.com
Telephone: +34 681 801 727

The request must include:

• the booking number;
• the name of the person who made the booking;
• the activity and booked date;
• whether a cancellation or a change of date is being requested.

The applicable deadline will be determined by the time at which Ecolandlovers Guía En Lanzarote receives the request, always according to the local time in Lanzarote.

10. Refund procedure

When payment was made by card, the refund will be processed through the same payment system and returned to the card used for the booking.

When payment was made by bank transfer, the customer must provide:

• the IBAN of the account into which the refund should be paid;
• a bank account ownership certificate corresponding to that account.

This documentation is required because Ecolandlovers Guía En Lanzarote does not have access to the full details of the account from which the payment was made and must verify ownership to prevent errors or fraud.

The refund will be processed within a maximum of three working days from the moment all the necessary information has been received.

Any additional time needed for the amount to appear in the customer’s account will depend on the bank or payment service provider.

11. Right of withdrawal

Experiences are booked for a specific date and time.

Under the consumer protection rules applicable to leisure services booked for a specific date, the general 14-day right of withdrawal does not apply.

The cancellation and rescheduling deadlines set out in this policy will apply.