Cancellation and Refund Policy
Detailed Explanation
Before booking, it is essential that you understand how cancellations, refunds, and ticket delivery work in our services.
Below we clearly and directly explain the key rules. If you want to read the legal details, you can consult Articles 9, 12, and 13 of our Terms and Conditions.
1. Services with monument access tickets (Articles 9 and 12)
- For these services, access tickets are nominative, personal, and non-transferable. You must correctly complete the data of all participants before completing the purchase.
- Ticket delivery is made up to 24 hours before the start of the activity. If booked less than 24 hours in advance, tickets may be delivered up to 1 hour before the start.
- No cancellations, changes, or refunds are allowed once the purchase is completed, except in the following cases:
- Official cancellation of the visit by the monument and only if the monument itself processes or authorizes the refund.
- Administrative error attributable to TWT or the official provider.
- Failure to receive tickets before the maximum delivery time does not constitute a breach and does not entitle to a claim or refund.
(See Articles 9 and 12 of the Terms and Conditions)
2. Services without monument access tickets (Article 12.2)
- If you book a service that does not include access tickets or audio guides, you can cancel your reservation with a full refund up to 24 hours before the start of the service.
- If you cancel after this period or do not show up, no refund will be granted.
- In cases of force majeure (e.g., 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 information and ensure you enter a valid email address.
If the data is incorrect, incomplete, or not submitted on time, you will not be able to access the monument and will not be entitled to a refund. - Tickets will only be issued with correct and complete data.
- If there is a mismatch between the booking details and the documents presented, access may be denied without refund.
4. Claims and disputes before the delivery deadline (Article 12)
Filing a claim or dispute before the ticket delivery deadline (24 hours before the start of the activity) is not valid, as you expressly accepted this policy when making your purchase.
5. Why can’t you cancel or request a refund for services with access tickets?
According to European legislation, when you purchase a service related to leisure activities with a specific date (such as monument entries or scheduled tourist activities), there is no right of withdrawal.
This rule is set forth in the European Directive 2011/83/EU on consumer rights, Article 16, letter (l), and applies throughout the European Union.
This means that once your purchase is completed and the reservation confirmed, you cannot cancel or request a refund, except in the cases covered by our policy (official cancellation or administrative error).
You can consult the legal text here: Directive 2011/83/EU, Article 16, letter (l).
We recommend reading Articles 9, 12, and 13 of our Terms and Conditions before booking. If you have questions, please contact us before completing your purchase.