Cancellations, changes and refunds
Last updated: 23 July 2026.
1. Scope
These conditions apply to Island Xperiences Tenerife activities booked for a specific date and time. They are displayed before booking is completed and form part of the contract.
2. Cancellation by the customer
- 48 hours or more before the start: full refund of the amount paid.
- Between 24 and 48 hours before the start: one rescheduling, subject to availability, or a voucher for the amount paid, valid for 12 months. No cash refund applies.
- Less than 24 hours before the start: no refund, rescheduling or voucher.
- No-show or arrival too late to participate safely: treated as a no-show, with no refund.
All periods are calculated from the scheduled start time.
3. How to request cancellation or rescheduling
Send the name and booking reference to tenerife.islandxperience@gmail.com or WhatsApp +34 623 123 989. The time the message is received determines the applicable period.
4. Cancellation or change by Island Xperiences
Safety takes priority. Island Xperiences may change the time, route or departure point because of sea or weather conditions, safety restrictions, unexpected unavailability or other circumstances preventing safe delivery.
If the activity is cancelled or the proposed change is substantial, the customer may choose another available date, a voucher for the amount paid valid for 12 months, or a full refund. Indirect expenses outside the booking, such as transport, accommodation or meals, are not reimbursed.
5. Refunds
Refunds are processed without undue delay and no later than 14 calendar days after entitlement is confirmed. The original payment method is used unless expressly agreed otherwise, with no penalty deducted from the refundable amount. Banks and payment providers may require additional time to display the credit.
6. Right of withdrawal
Under Article 103(l) of Spanish Royal Legislative Decree 1/2007, the general 14-day withdrawal right does not apply to leisure-related services scheduled for a specific date or period. This does not limit rights arising from cancellation, non-performance or failure to provide the service.
7. Personal circumstances
If serious illness, injury or another serious circumstance prevents participation, notify Island Xperiences as soon as possible. A change or voucher may exceptionally be offered where sufficient evidence is provided, but this does not replace the general periods and is not an automatic right.
8. Safety rules
A person may be refused participation if they fail to meet disclosed requirements, conceal a relevant condition, are under the influence of alcohol or drugs, or disregard the guide's instructions. Where exclusion is necessary for safety and attributable to the participant, no refund applies.