Terms and conditions of cooperation with Ole Canarias
1. Booking Process
2. Price
3. When We Change Your Booking Details
4. When We Cancel Your Booking
5. Major Changes to Your Trip
6. Responsibility for Service Delivery
7. Offered Pickup Servic
8. Personal Injury
9. Your Agreement
10. No Ticket Received
11. Free Cancellation Policy
12. Failure to Cancel on Time – Being Late
13. No Show Up
14. Complaints
15. Feedback
16. Cooperation with Us / Threat
17. Rejecting Customers
18. Competent Courts and Legislation
19. Website Content
The contract concluded by Ole Canarias with the user
Our contract with you specifies what you can legally expect from us when you purchase a tour or ticket from us, and will not apply to any course of transaction between us other than a tour purchased in the Canary Islands and sold by the entity indicated on our website. Please read these terms and conditions carefully before booking to see how they affect your particular tour arranged by us.
You are offered services related to tours, activities, attractions, and tickets (referred to as “trips”), provided you accept these booking terms, based on the rates, prices, and conditions displayed on the website at the time of booking.
Whether you book alone or in a group, Ole Canarias will only deal with the name of the primary booker in all subsequent correspondence, including changes, amendments and cancellations. At the time of booking, the user must be at least 18 years of age and have the legal capacity and authorization to book as a lead and enjoy a tour with Ole Canarias and to take advantage of offers advertised by us, if they are still available. You are responsible for ensuring the accuracy of the personal information or other information provided with respect to yourself and other travelers on the reservation and for communicating any information regarding the reservation or any changes made in connection therewith to all travelers on such reservation, including, but not limited to, information about changes in the schedule or copies of reservation confirmations. It is your responsibility to ensure that you and your group agree with the supplier’s terms and conditions and relevant health and safety instructions. It is your responsibility to report any health problems that may prevent you or any member of your group from participating in the tour or that may cause potential danger to you or others. Some tours may have certain restrictions due to age, health, weight and/or height that have been imposed by the supplier. For your own safety, we urge you to respect and abide by them. It is your responsibility to make sure that you and your group have carefully read all materials regarding the level of the tour and the experience (if any) and/or skills required. Group sizes can range from 1 to 150 participants. If the tour you have chosen does not clearly state that it is suitable for less mobile people, it is unsuitable for people with mobility problems. Keep in mind that some tours carry an element of risk, and it is your responsibility to make sure that the tour is suitable for you and/or your group and that you are healthy enough to participate. Ole Canarias encourages you to check that you have adequate and valid insurance for the tour and additional activities. It is your responsibility to report any relevant facts, including known medical conditions, to your insurer, as failure to do so may result in a reduced or denied claim. When booking a tour with Ole Canarias, it is recommended that you ensure that you and all other members of your group, including infants and children, are adequately insured for the duration of your vacation. Anyone under the age of 18 must be accompanied by an adult on a tour with Ole Canarias. Some tours may also be undertaken by children only if parents give permission, it is up to the respective Ole Canarias partner to point this out when checking bookings. There may be other restrictions and conditions for some offers, but these are explained in the details of those offers. Confirmation of your booking will be provided in the form of a digital or printed ticket by our Ole Canarias team (optionally sent to the email address you provided), if you do not receive it, please contact us. The contractual terms and conditions contained in Our Agreement apply between you and us because you have chosen a tour with Ole Canarias. During the booking process, we will ask for personal information such as your name and credit card information. All data collected will be handled in accordance with our privacy policy.
The prices on our website are accurate as of the date of publication, but Ole Canarias reserves the right to change any of these prices from time to time. The tour price you will pay to us upon confirmation of your booking includes: all services listed on your booking confirmation. -VAT by mail. The price does not include any services that are not listed on the booking confirmation.
We hope we won’t have to make any changes to your tour, but sometimes we have to make changes. Ole Canarias reserves the right to do so at any time. We will inform you of any important changes at the time of booking. If you have already made a reservation, we will inform you as soon as possible if there is time before the tour. Our stated tour times are subject to change. Your confirmation ticket will include the latest scheduled times. The actual times will be listed on the official ticket, which is sent or confirmed by an Ole Canarias employee and which you should check carefully as soon as you receive it.
Ole Canarias always strives to make your tour happen as booked. But if, for example, there are not enough people booked for a tour, there is a possibility that we may have to cancel it. We reserve the right to cancel a tour under any circumstances, but if we cancel a tour, you may receive a refund or accept another tour of equivalent or similar standard and price, if we are able to offer one. If you choose this option, the terms and conditions of the tour will not change and these terms and conditions will continue to apply to your booking. In either case, we will always refund you the difference in price if the replacement tour is of a lower standard and price.
Sometimes ole Canarias have to make major changes to their tour. For example, if the weather is very dangerous (this is decided by our partner, not you or us). Or if there are serious problems with a particular partner that they are unable to complete the tour you have booked. If we inform you of any of these changes after confirming your reservation, you can either: – Accept a replacement tour of equivalent or similar standard and price from us, on the date of the change, if we are able to offer it. We can offer you a replacement tour from another company in our group. If you choose this option, the terms and conditions of the tour will not change and these terms and conditions still apply to your booking or: – Cancel your tour with us and receive a full refund of all money paid. We will always refund the difference in price if the replacement tour is of a lower standard and price. If the change is not acceptable to you If any major change indicated above is not acceptable to you, you can cancel your reservation. In this case, we will refund all the money you have paid. Circumstances beyond our control Ole Canarias is not responsible for events beyond our control, including: war, threat of war, riots, civil unrest, terrorist activities and their effects, industrial disputes, natural and nuclear disasters, fires, epidemics, health hazards and pandemics, unavoidable and unforeseeable technical problems with transportation for reasons beyond our or our suppliers’ control: closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events.
Ole Tenerife will arrange for you to receive the services that make up the tour selected by you and confirmed by us. These services will be provided by independent local suppliers at the destination contracted by us. We are responsible for ensuring that every part of the tour you book with us is provided to a reasonable standard and in accordance with what has been announced by us (or amended and approved by you). We have made every effort to make sure that all services that make up the tour we advertise are provided by efficient and reputable companies. These companies should adhere to local standards. Your contract with us Because we work 70% with small local businesses, Ole Canarias has mentioned many times on the website and social media that advance booking is necessary. If you fail to do so, you should follow the clearly stated reservation guidelines above the shopping cart button with the product in question. The message usually states that for reservations on a specific date, you should first contact Ole Canarias customer service to check availability. (This is usually + 2 days in advance).
Some ole Tenerife activities and services always include a pick up service, while others offer this as an additional service to your booking. When you book with us and it says “pick up service in the south of Tenerife,” it means the tourist area where most of the tourists stay and where the hotels are located. Southern Tenerife includes: Los Cristianos, Playa de las Américas, Costa Adeje, La Caleta . Anything beyond that does not, or must first be arranged with an Ole Canarias employee. Cancellation of an activity due to finding out after booking that the accommodation is out of range of the free pick-up service of the booked tour is not allowed. In addition, the pick-up/transportation service is the responsibility of our partner. Ole Canarias should provide the correct time and meeting place on your ticket, but it is up to the partner in question to arrive on time, and up to you to be ready on time. This service may not be available, even if it is indicated that it is. This may be because the vehicle for transporting tourists is broken down, or you have booked rather at the last minute and all seats on the transport are fully booked.
Ole Canarias is not responsible for any illness, injury or death as a direct result of any tour/trip purchased from Ole Canarias. By accepting these terms and conditions, you agree that Ole Canarias will not be liable or financially responsible in any of the above cases. However, in the event of a serious accident, you authorize us to share your information with local authorities or your family/spouse.
By confirming your reservation, you accept on behalf of all persons covered by the reservation that the terms of this agreement constitute the entire agreement between us with respect to your reservation and tour arrangements. You also consent to our processing of personal information about you and other members of your group. Where the context permits, references to “you” and “your” will include you and all persons within this booking. You are responsible for complying with all passport, visa and other immigration requirements. Your passport and travel documents must be intact, you may face denial of travel if they are damaged or have been tampered with. Ole Canarias assumes no responsibility if you cannot travel because you have not met these requirements.
It is your responsibility to provide Ole Canarias with correct contact information about yourself. This includes your phone number + country code and email address. If we have received false information and are unable to contact you via WhatsApp or email, you are responsible and will not be entitled to a refund as this will cover any possible loss. Ole Canarias reservations must always be manually confirmed and sent, so reservations can only be confirmed during Ole Canarias business hours. After making a reservation, you will receive an email with information on how to contact Ole Canarias via WhatsApp with your order number. Ole Canarias WhatsApp number (+ 34 643 79 97 08) is a business number, which means that legally we cannot send you a message from this number first, so you must initiate a conversation with us.
Cancellation policy is 72 hours prior to the date of the attraction/tour, subject to availability and exclusivity. Luxury boat rentals for larger boats often come with special conditions that must be adhered to. Time counts from the agreed meeting time or opening time of the respective park. If you are within the rules, you can easily cancel free of charge, please do so via email (info@olecanarias.com) or via WhatsApp (+34 643799708). Your cancellation is only valid if your order number is provided, and must be sent from the phone number or email address that is also provided in your order. Flexibility of changes and cancellations at Ole Canarias. Occasionally Ole Canarias receives requests to change a reservation to another date. While we try to accommodate as much as possible, it is important to understand that if this request goes beyond the original free cancellation policy, and the Ole Canarias crew agrees to the change, the free cancellation flexibility or refund option (including deposit) may no longer apply unless the Ole Canarias agent specifically states otherwise. This policy is intended to prevent situations in which a date change – essentially a favor – could be used for a subsequent free cancellation. In addition, if a tour or trip is canceled on a changed date due to weather conditions or other reasons beyond our control, Ole Canarias will make every effort to find a suitable alternative. However, if this is not possible, remember that you are not entitled to a refund (at least for your deposit) because the date change was a favor.
Ole Canarias has special agreements with each partner that we must accept regarding cancellations. If a customer does not abide by these conditions, Ole Canarias receives a penalty. The amount you pay covers these costs, unfortunately you do not receive a refund of the costs incurred. Exclusive and VIP trips – special conditions may apply to certain trips, such as luxury getaways and private boat cruises. These are described in each case in the product description on the booking page, and by accepting these conditions you agree to them and will be aware of any additional cancellation fees that may be sent to you as an invoice to cover losses in the event of a last-minute cancellation.
Not showing up and not informing us brings additional damage. It is possible that the tour you booked is late , as it waits for you, both our partners and the Ole Canarias team have to investigate what happened, wasting a lot of time. In addition, it will damage our reputation with the partner. In this case, you will not be refunded the amount you paid.
Ole Canarias is solely responsible for the booking experience. Ole Canarias staff is not present on the day of the experience and cannot make any judgments about any events that may occur during the activity. You are in the hands of your partner during the experience and are bound by certain rules, licenses and policies. If you have concerns about the tour, you should discuss them with the provider on site. If your complaint has been delivered to our partner and the partner decides to make a full refund, you should contact us. We can then make the refund. By agreeing to these terms and conditions, you accept that if our partner gives you a portion of the money or a gift (such as free photos) that together you have found a solution and your complaint has been resolved. Further requests after that are not valid and should not be considered without any exceptions.
Ole Canarias is committed to providing good service. While we cannot make refunds without our partner’s approval, we are willing to listen to your feedback. We may issue a warning to our partner or stop working with them. In the event that we have the right to offer a refund, Ole Canarias may under no circumstances pay more than the amount you paid us. If you are not satisfied with the result, you can contact the company in question within 28 days and ask for a complaint form. You can also ask for an Ole Canarias complaint form, but these are only for complaints about the personal service you received from our employees and must be supported by adequate proof.
By signing this agreement, you agree that under no circumstances will you blackmail Ole Canarias or its employees. Blackmail includes the following actions:
Ole Canarias reserves the right to refuse to accept you as a client or to continue dealing with you. Reasons for rejecting you as a client may include the following: we believe your behavior is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, annoy disruptive or expose others on the tour or our staff or agents to any risk or danger, whether by phone, in writing or in person. For purposes of this section, the term “you” or “your” includes any other person in your group.
These booking conditions are subject to the national legislation of Spain (Canary Islands), where the tour took place. In the event of a conflict, the parties hereby submit and agree, expressly waiving any other jurisdiction, to submit to the courts of the jurisdiction where the user/company resides.
The use of images in Ole Canarias listings relies on authenticity in its visual presentations. While most of our listings include original photos, there are instances, especially in the context of bus tours, where we use edited or AI-generated images. This is done to provide potential tourists with a clearer picture of the expected experience, when the original photo may not fully reflect reality.
Claims for refunds due to differences between the actual experience and the photos will not be considered, as customers acknowledge and accept our terms and conditions when booking. We encourage customers with any concerns to contact our agents for more information.
In summary, our photos aim to represent the experience as faithfully as possible, although some, such as the drone shots of La Gomera Island, are used mainly for their illustrative value, capturing the essence of a place rather than every detail.
Imitation of content and styling
We value the uniqueness of our brand. Imitating our style, messages, fonts, colors, logos or slogans may lead to legal repercussions.
Photos and videos
Many of the photos on our site are the property of Ole Canarias, while others are used with the express permission of our partners. All photos are clearly labeled by us, including those with special filters. Unauthorized use of these photos for commercial purposes will incur fees:
Text duplication
Our textual content is unique. Copying these texts on other commercial platforms may result in a request for proof of publication date by our legal team. This includes duplication of our social media content, which is considered a trademark infringement. Authenticity checks will include our blockchain technology for timestamping and potential comparisons in Google search results. The minimum fee to avoid litigation in such cases is €4500.
By agreeing to these terms and conditions, you acknowledge that you have read, understood and accepted all of the provisions contained herein and that they constitute a binding agreement between you and Ole Canarias, which both parties will abide by in good faith
