Cancellation and Refund Policy

If you wish to consult the legal details, you can read the Articles 9, 12 and 13 of our Terms and Conditions.

Services including tickets for access to the monument

• For this type of service, tickets for entry to the monument are issued in the holder’s name, are personal and non-transferable. You must ensure that the details of all participants are entered correctly before completing your purchase.
• Tickets are issued up to 24 hours in advance from the start of the activity. If you book less than 24 hours in advance, you can receive them up to 1 hour in advance from the start.
• Not permitted No cancellations, changes or refunds once the purchase is complete, except in the following cases:
• • Official cancellation of the visit by the monument and provided that the monument issues or accepts the refund.
  • Error administrative attributable to FTC or the official provider.
  • Failure to receive tickets by the maximum delivery deadline does not constitute a breach of contract nor does it entitle you to a claim or a refund.

See Articles 9 and 12 of the Terms and Conditions.

Services without monument admission tickets

• If you book a service that does not include admission tickets or audio guides, you can cancel your booking and receive a full refund up to 24 hours before the service begins.
• If you cancel after the deadline, or fail to turn up, you will not be entitled to a refund.
• In cases of force majeure (e.g. a pandemic), you will receive a voucher for the amount paid, valid for 2 years.

See Article 12.2 of the Terms and Conditions

Important obligations and warnings

• You must provide all the the required personal details and ensure you enter a valid email address.
If the details are 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 if the details provided are correct and complete.
• If there is any discrepancy between the booking details and the documents presented, entry may be refused without a refund.

See Articles 9 and 13 of the Terms and Conditions

Claims and disputes prior to the delivery date

Make a claim or dispute before the deadline for ticket delivery (24 hours before the start of the activity) is not applicable, as you have expressly accepted this policy when making your purchase.

See Article 12 of the Terms and Conditions

Why can’t you cancel or request a refund for services involving monument admission tickets?

Under European legislation, when you purchase a service relating to leisure activities with a specific date (such as tickets for monuments or tourist activities with a specific date and time), there is no right of withdrawal.

This rule is set out in the European Directive 2011/83/EU on consumer rights, Article 16(l), and applies throughout the European Union.

This means that, once your purchase is complete and your booking has been confirmed, you cannot cancel it or request a refund, except in the circumstances set out in our policy (official cancellation by the monument or an administrative error).

You can view the legal text here: Directive 2011/83/EU, Article 16(l).

We recommend that you read Articles 9, 12 and 13 of our Terms and Conditions carefully before booking. If you have any queries, please contact us before completing your purchase.