Terms and Conditions

Terms and conditions of cooperation with the company Ole Tenerife

1. Booking process
2. Price
3. When we change the details of a booking
4. When we cancel your booking
5. Major changes to your tour
6. Responsibility for the performance of the service
7. Pick-up service offered
8. Personal injury
9. Your contract
10. No ticket received
11. Free cancellation policy
12. Failure to cancel in time – Late arrival
13. No-show
14. Complaints
15. Feedback
16. Working with us/threats
17. Refusing customers
18. Competent courts and legislation
19. Website content

Contract concluded by Ole Tenerife with the user

Our contract with you sets out what you can legally expect from us when you buy a tour or a ticket from us and it will not apply to any course of dealings 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 making a booking, to check how they affect your specific tour organised by us.

The user is given the opportunity to obtain services related to tours, activities, attractions and tickets (hereinafter referred to as “tours”), subject to acceptance of these booking terms and conditions, in accordance with the rates, prices and conditions displayed on the website at the time of booking.

1. Booking process

Regardless of whether you make a booking on your own or as part of a group, Ole Tenerife will deal exclusively with the name of the lead booker in all subsequent correspondence, including in matters of changes, amendments and cancellation of the booking. At the time of booking the user must be at least 18 years of age and have the legal capacity and authority to make the booking as the lead person and to take the tour with Ole Tenerife and to take advantage of the offers advertised by us, if they are still available. The user is responsible for ensuring the accuracy of the personal data or other information provided in respect of themselves and the other persons travelling under the booking, and for passing on any information concerning the booking or any changes made in connection with it to all persons travelling under such booking, including, among other things, information about changes to the timetable or copies of booking confirmations. It is your responsibility to ensure that you and your group agree with the supplier’s terms and conditions and the relevant health and safety instructions. It is your responsibility to report any health problems which may prevent you or any member of your group from taking part in the tour or which may cause a potential hazard to you or to others. Some tours may have certain restrictions on grounds of age, state of health, weight and/or height, which have been imposed by the supplier. For your own safety we insist that you respect and comply with them. It is your responsibility to make sure that you and your group have carefully read all materials concerning the level of the tour and the experience (if any) and/or skills required. Group sizes may range from 1 to 150 participants. If the tour you have chosen does not contain clear information that it is suitable for persons with reduced mobility, it is unsuitable for persons who have difficulty moving around. Please bear in mind that some tours carry an element of risk, and it is the user’s responsibility to make sure that the tour is suitable for them and/or their group and that they are healthy enough to take part in it. Ole Tenerife encourages you to check that you have adequate and valid insurance for the tour and additional attractions. It is the user’s responsibility to report to the insurer all material facts, including known medical conditions, as failure to do so may result in a claim being reduced or rejected. It is recommended that, when booking a tour with Ole Tenerife, you arrange adequate insurance for the duration of the holiday for yourself and all other members of the group, including infants and children. Every person under 18 years of age must be accompanied by an adult during a tour with the company Ole Tenerife. Some tours may also be undertaken by children only if the parents give their consent; it is for the relevant Ole Tenerife partner to draw attention to this when checking the booking. Other restrictions and conditions may apply to some offers, but these are explained in the details of those offers. The booking confirmation will be delivered in the form of a digital or printed ticket by our Ole Tenerife team (optionally sent to the e-mail address provided by you); if you do not receive it, please contact us. The contractual terms contained in Our contract apply between you and us because you have chosen a tour with Ole Tenerife. -During the booking process we will ask you to provide personal data such as first name, surname or credit card details. All data collected will be treated in accordance with our privacy policy.

2. Price

The prices on our website are accurate on the day of publication, but Ole Tenerife reserves the right to change any of these prices from time to time. The price of the tour which you pay to us on confirmation of the booking includes: all services listed on the booking confirmation. -The corresponding VAT. The price does not include any services which are not listed in the booking confirmation.

3. Changes to the booking

We hope that we will not have to make any changes to your tour, but sometimes we have to make changes. Ole Tenerife 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 booking, we will inform you as soon as possible, if there is time before the tour. The tour times given by us may change. The confirmation ticket will contain the latest planned times. The actual times will be given on the official ticket, which is sent or confirmed by an Ole Tenerife employee and which you should check carefully immediately upon receiving it.

4. Cancellation

Of your booking Ole Tenerife always strives to ensure that your tour takes place as booked. But if, for example, there are not enough people booked on the tour, there is a possibility that we will have to cancel it. We reserve the right to cancel a tour in any circumstances, but if we cancel a tour, you may receive a refund or accept another tour of an equivalent or similar standard and price, if we are able to offer one. If you choose this option, the conditions of the tour will not change and these terms and conditions will continue to apply to your booking. In both cases we will always refund you the difference in price if the replacement tour is of a lower standard and price.

5. Major changes to your tour

Sometimes Ole Tenerife has to make major changes to its tour. For example, if the weather is very dangerous (this is decided by our partner, not by you or us). Or where there are serious problems with the relevant partner such that it is unable to carry out the tour booked by you. If we inform you of any of these changes after your booking has been confirmed, you may either: – Accept from us a replacement tour of an equivalent or similar standard and price, on the day of the change, if we are able to offer it. We may offer you a replacement tour from another company in our group. If this option is chosen, the conditions of the tour will not change, and these terms and conditions continue to apply to the 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 significant change indicated above is unacceptable to you, you may cancel your booking. In that case we will refund you all the money paid by you. Circumstances beyond control Ole Tenerife accepts no liability for events beyond our control, including: war, threat of war, riots, civil unrest, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fires, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers: closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions and any other similar events.

6. Responsibility for the performance of the service

Ole Tenerife will arrange for you the services which make up the tour chosen 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 each part of the tour which you book with us is provided to a reasonable standard and in accordance with what was advertised by us (or changed and accepted by you). We have made every effort to make sure that all the services which make up the tour advertised by us are provided by efficient and reputable companies. These businesses should comply with local standards. Your contract with us Because 70% of our cooperation is with small local businesses, the company Ole Tenerife has repeatedly mentioned on the website and in social media that booking in advance is necessary. If you do not do so, you should follow the clearly stated booking instructions located above the basket button of the relevant product. This message usually states that in the case of a booking within a specified period you must first contact the Ole Tenerife customer service department in order to check availability. (usually this is + 2 days in advance).

7. Pick-up service offered Some Ole Tenerife activities and services always include a pick-up service, and others offer it as a gift with the booking. When you book with us and it says “pick up service in the south of Tenerife”, this means the tourist area in which most tourists stay and where the hotels are located. South Tenerife includes: Los Cristianos, Playa de las Américas, Costa Adeje, La Caleta . Anything outside of that is not, or it must first be agreed with an Ole Tenerife employee. Cancelling an activity because it is found after the booking has been made that the accommodation is located outside the range of the free pick-up service of the booked tour is not permitted. In addition, our partner is responsible for the pick-up/transport service. Ole Tenerife should state the correct time and meeting place on your ticket, but it depends on the relevant partner whether it arrives on time, and on you – whether you are ready on time. This service may not be available even if it is marked as being available. This may be because the vehicle for transporting tourists has broken down, or you booked rather at the last minute and all seats in the transport are fully booked.

8. Personal injury The company

Ole Tenerife accepts no liability for any illness, injury suffered or death being a direct result of any tour/tour purchased from the company Ole Tenerife. By accepting these terms and conditions, you agree that in each of the above cases Ole Tenerife will bear no liability or financial liability. However, in the event of a serious accident you authorise us to share your data with the local authorities or with your family/spouses.

9. Your contract

By confirming the booking, you accept on behalf of all persons covered by the booking that the terms of this contract constitute the entire agreement between us in respect of your booking and the arrangements concerning the tour. You also consent to our processing of personal data concerning you and the other members of your group. Where the context permits, references to “you” and “your” will include you and all persons under this booking. The passenger is responsible for meeting all passport, visa and other immigration requirements. The passport and travel documents must be intact; you may be refused travel if they are damaged or have been tampered with. Ole Tenerife accepts no liability if you cannot travel because you have not met these requirements.

10. No ticket received

It is the user’s responsibility to provide Ole Tenerife with correct contact information about themselves. This includes a telephone number + country code and an e-mail address. If we have received false information and we are unable to contact you via WhatsApp or e-mail, you are responsible and you will not be entitled to a refund, as this will cover any possible losses. Ole Tenerife bookings must always be confirmed and sent manually, and therefore bookings can only be confirmed during Ole Tenerife’s working hours. After making a booking you will receive an e-mail with information on how to contact Ole Tenerife via WhatsApp with the order number. The Ole Tenerife WhatsApp number (+ 34 643 79 97 08) is a business number, which means that by law we cannot send you a message from this number first, and therefore you must start the conversation with us.

11. Free cancellation policy

The cancellation policy is 72 hours before the date of the attraction/tour, depending on availability and exclusivity. Luxury boat hire for larger boats often involves special conditions which must be observed. The time is counted from the agreed meeting time or the opening time of the relevant park. If you are within the policy, you can easily cancel free of charge; please do so by e-mail (info@oletenerife.pl) or via WhatsApp (+34 643799708). Your cancellation is valid only if the order number is given and it must be sent from the telephone number or e-mail address which is also given in the order placed. Flexibility of changes and cancellation of bookings at Ole Tenerife Sometimes Ole Tenerife receives requests to change a booking to another date. Although we try to accommodate where possible, it is important to understand that if this request falls outside the original free cancellation policy, and the Ole Tenerife crew agrees to the change, the flexibility of free cancellation or the refund option (including the deposit) may no longer apply, unless an Ole Tenerife agent expressly states otherwise. This policy is intended to prevent situations in which a change of date – essentially a favour – could be used for a later free cancellation. In addition, if on the changed date the tour or trip is cancelled due to weather conditions or other reasons beyond our control, Ole Tenerife will make every effort to find a suitable alternative. However, if this is not possible, please remember that you are not entitled to a refund (at least for the deposit), because the change of date was a favour.

12. Failure to cancel in time – Late arrival

The company Ole Tenerife has special agreements with each partner which we must accept as regards the cancellation of bookings. If the customer does not comply with these conditions, Ole Tenerife receives a penalty. The amount paid by you covers these costs; unfortunately you do not receive a refund of those incurred. Exclusive and VIP tours In the case of some trips, such as luxury getaways and private boat cruises, special conditions may apply. These will be stated in the policy and sent to you on the booking notification form, and by accepting these terms and conditions you agree to them and you will be aware of any additional cancellation charges which may be sent to you as an invoice to cover losses in the event of a last-minute cancellation of the booking.

13. No-show

Not showing up and not informing us of anything causes additional damage. It is possible that the tour which you booked is running late , because it is waiting for you, and both our partners and the Ole Tenerife team have to investigate what happened, losing a lot of time. In addition, this will harm our reputation with the partner. In this case you will not receive a refund of the amount paid.

14. Complaints

The company Ole Tenerife is responsible exclusively for the course of the booking. Ole Tenerife staff are not present on the day of the experience and cannot make any judgements about possible events which may take place during the activity. During the experience you are in the hands of the partner and it is subject to specific rules, licences and policy. If you have reservations concerning the tour, you should discuss them with the service provider on the spot. If your complaint has been delivered to our partner, and the partner decides to make a full refund of costs, it should contact us. We can then make the refund. By agreeing to these terms and conditions you accept the fact that if our partner gives you a portion of money or a gift (e.g. free photos), that you have found a solution together and your complaint has been resolved. Further demands after this are not valid and should not be taken into account, without any exceptions.

15. Feedback

Ole Tenerife is committed to providing good service. Although we cannot make a refund without the consent of our partner, we will gladly listen to your opinion. We may issue a warning to our partner or cease cooperating with it. Where we have the right to offer a refund, Ole Tenerife may under no circumstances pay more than the amount which you paid to us. If you are not satisfied with the outcome, you may contact the relevant company within 28 days and ask for a complaint form. You may also ask for an Ole Tenerife complaint form, but these serve only for submitting complaints about the personal service which you received from our employees and must be supported by appropriate evidence.

16. Working with us/threats

By signing this contract, you accept that under no circumstances will you blackmail the company Ole Tenerife or its employees. Blackmail includes the following actions:

1. Threatening to publish a bad review if you do not get what you want. Threatening to post anything negative on any social media platform connected with Ole Tenerife or Ole Tenerife employees.
2. Visiting the office without an invitation and being unwilling to leave.
3. Threats via live chat, telephone or in the office. If you do this, Ole Tenerife may collect evidence of it, including messages sent and any video material. Breaking this rule will result in a penalty in the amount of 6000€. If there is also physical abuse, such as mistreatment or harassment of Ole Tenerife employees, the penalty will start from 10000€. If you do not pay the fine within 10 days, legal action will be taken.

17. Refusing customers

Ole Tenerife reserves the right to refuse to accept you as a customer or to continue dealing with you. The reasons for refusing you as a customer may be as follows: we consider that your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, disturb or expose other persons on the tour or our staff or agents to any risk or danger, by telephone, in writing or in person. For the purposes of this section the term “you” or “your” includes every other person in your group.

18. Competent courts and legislation

These booking terms and 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 consent, expressly waiving any other jurisdiction, to submission to the courts having jurisdiction over the place of residence of the user/the company.

19. Website content

Use of images in offers Ole Tenerife is committed to authenticity in its visual presentations. Although most of our offers contain original photographs, there are cases, especially in the context of coach tours, where we use images edited or generated by artificial intelligence. This is intended to give potential tourists a clearer picture of the expected experience where the original photograph may not fully reflect reality.

Refund claims arising from differences between the actual experience and the photographs will not be considered, because customers confirm and accept our terms and conditions when booking. We encourage customers with any doubts to contact our agents in order to obtain additional information.

In summary, our photographs are intended to represent the experiences as faithfully as possible, although some, such as drone photographs of the island of La Gomera, are used mainly for their illustrative value, capturing the essence of the place rather than every detail.

Imitation of content and styling

We value the uniqueness of our brand. Imitating our style, messages, fonts, colours, logo or slogans may lead to legal repercussions.

Photographs and video

Many of the photographs on our website are the property of Ole Tenerife, while others are used with the express consent of our partners. All photographs are clearly marked by us, including those with special filters. Unauthorised use of these photographs for commercial purposes is subject to charges:

• Photographs from partners: 150€ per photograph.
• Ole Tenerife photographs: 500€ per photograph.
• Ole Tenerife videos: 2500€ per video.

Reproduction of text

Our text content is unique. Copying these texts on other commercial platforms may result in a request for proof of the date of publication by our legal team. This also applies to the reproduction of content from our social media, which is treated as a trade mark infringement. Authenticity checks will include our blockchain time-stamping technology and potential comparisons in Google search results. The minimum charge for avoiding court proceedings in such cases is 4500€.

By agreeing to these terms and conditions, the user confirms that they have read, understood and accepted all the provisions contained in them and that they constitute a binding contract between the user and Ole Tenerife, which both parties will observe in good faith