1. About CanaryVIP
CanaryVIP is a digital booking platform specializing in excursions, tours, and leisure activities throughout the Canary Islands. Every activity available on our platform is operated and delivered by independent third-party providers who maintain their own terms, safety protocols, and operational standards.
When a customer completes a booking through CanaryVIP, they accept that the excursion operator is the party directly responsible for the execution of the activity, including all matters related to safety, logistics, and service delivery.
This document defines the contractual relationship between CanaryVIP and the customer. It applies to every booking made through our platform, regardless of the channel used (website, WhatsApp, email, telephone, or any other means of communication).
2. Reservations
2.1 Who Can Book
The person placing the reservation must be at least 18 years old and holds full authority to accept these terms on behalf of all participants included in the booking.
2.2 Customer-Provided Information
It is the customer’s obligation to supply accurate and complete information when making a reservation. This includes names, contact details, participant counts, and any special requirements. CanaryVIP accepts no responsibility for mistakes originating from incorrect data entered by the customer. Depending on the operator’s policy, errors of this nature may lead to cancellation without any entitlement to a refund.
2.3 Provider-Specific Requirements
Individual excursions may carry additional conditions imposed by the operator, such as minimum age, physical fitness levels, health restrictions, or other participation criteria. Customers must review these requirements before completing their booking. If a participant does not meet the stated conditions, the operator may deny participation and no refund will be due.
2.4 Activities Involving Motor Vehicles
For any excursion that involves operating a motorized vehicle (quad safaris, buggy tours, or similar activities), each driver must present a valid, full driver’s license at the time of the activity. The following are explicitly not accepted: provisional licenses, temporary permits, learner’s permits, digital-only copies, and expired documents. Any participant who cannot produce a valid license at check-in will be refused entry and the booking will be treated as a no-show, with no refund issued.
2.5 Confirmation and Review
After completing a booking, the customer receives a confirmation containing all relevant details: dates, times, meeting points, and any specific instructions. Customers are responsible for reviewing this information immediately. Errors or discrepancies must be reported to CanaryVIP within 24 hours of receiving the confirmation. After that window, CanaryVIP cannot guarantee that modifications will be possible.
2.6 Payment Terms
Certain excursions require a deposit at the time of booking, with the balance payable on the day of the activity. All payment methods and deadlines are communicated clearly during the reservation process.
2.7 Chargebacks
Customers commit to contacting CanaryVIP directly before initiating any chargeback or payment dispute with their bank or payment provider. Filing an unauthorized chargeback may result in a permanent ban from all CanaryVIP services. The customer shall bear all fees and costs arising from any unjustified chargeback.
3. Pricing
3.1 What the Price Includes
Every price displayed on our platform is final and includes all applicable taxes, fees, and surcharges. There are no hidden costs.
3.2 Adjustments
If external changes to taxes, duties, or regulatory fees affect the cost of a booked excursion, CanaryVIP will inform the customer and update the booking accordingly.
3.3 Price Match
If a customer finds the exact same excursion offered at a lower price through another provider, CanaryVIP will match that price subject to applicable conditions.
4. Cancellations, Modifications, and No-Shows
4.1 Customer Cancellations
Cancellation terms vary by excursion and are specified in each activity’s description on our platform. Customers should review the applicable cancellation policy before booking.
4.2 Customer Modifications
CanaryVIP will make reasonable efforts to accommodate modification requests, subject to availability with the operator and any price differences that may apply.
4.3 Cancellations by the Operator
If an operator cancels an excursion due to circumstances beyond their control, CanaryVIP will offer alternative arrangements or issue a full refund. CanaryVIP is not liable for any ancillary costs the customer may have incurred (transport, accommodation, meals, or other personal expenses). Refund amounts are limited to what was paid for the excursion and are governed by the operator’s own refund policy.
4.4 No-Show Policy
A customer who does not attend the booked activity forfeits the full amount paid. No refund will be issued for a no-show under any circumstances. The only exceptions considered are cases of verifiable force majeure, strictly limited to:
- Cancelled flights, documented with official airline confirmation.
- Serious medical emergencies requiring hospital admission, supported by a medical certificate from the treating facility.
- Government-imposed travel bans or restrictions that make participation physically impossible.
The following do NOT qualify as force majeure: flat tires, traffic jams, missed alarms, public transport delays, difficulty finding the location, parking problems, scheduling conflicts, or any other personal inconvenience within the customer’s control.
4.5 Meeting Point Rules
The customer must be physically present and clearly visible at the exact pickup location stated in the booking confirmation, email, or WhatsApp message, at the exact scheduled time.
Being inside a nearby shop, hotel lobby, restaurant, or any other enclosed space does not count as being at the meeting point. If the guide or driver cannot see the customer at the designated spot, the customer is considered absent.
Operators may try to reach the customer by phone using the number provided during booking, but they are under no obligation to call or to delay departure. For this reason, customers must ensure the phone number on their booking is valid, active, and reachable at the time of pickup.
The booking becomes a no-show (no refund) if the customer:
- Is not at the designated meeting point at the stated time;
- Cannot be found by the guide or driver at the pickup location;
- Is unreachable by phone;
- Arrives after the group has already departed.
4.6 Getting to the Meeting Point
Arriving at the correct location on time is entirely the customer’s responsibility. No refund or compensation will be granted for late arrivals caused by traffic, transport problems, navigation errors, or any other reason.
5. Service Standards
5.1 Quality Partners
CanaryVIP works exclusively with vetted excursion operators recognized for their professionalism, safety standards, and quality of service. We continuously evaluate our partners to maintain high standards across the board.
5.2 Feedback and Improvement
Customer feedback plays a central role in how we improve our platform and the experiences we offer. We actively collect, review, and act on all feedback received.
5.3 Support
Our support team is available before, during, and after each excursion. In the event of an emergency during an activity, CanaryVIP will coordinate with the operator to ensure the customer’s safety and well-being are addressed as quickly as possible.
5.4 Photography
Some excursions include optional photography services. These are operated, sold, and delivered exclusively by the local excursion operator on the day of the activity. CanaryVIP has no involvement in the sale, processing, or delivery of photographs. Questions or complaints about photography should be directed to the operator.
6. Rights and Responsibilities
6.1 What We Expect from Customers
Customers must follow all safety instructions issued by CanaryVIP and by the excursion operator during the activity. Customers are also expected to treat local communities, wildlife, and natural environments with respect throughout the experience.
6.2 What Customers Can Expect from Us
CanaryVIP works to ensure that all descriptions, images, and details published on the platform faithfully represent the experiences on offer. That said, minor variations may occur due to factors outside our control (weather, seasonal changes, operator adjustments). We reserve the right to modify itineraries or services when necessary to improve the overall experience, and will communicate any changes promptly.
If a customer encounters any problem before, during, or after an excursion, CanaryVIP will address it as quickly and effectively as possible.
6.3 Digital Content and AI Disclosure
CanaryVIP may use artificial intelligence and other digital tools to assist in creating, editing, or enhancing content on the website. This includes activity descriptions, translations, and visual improvements such as image sharpening, color correction, or resolution enhancement.
The goal of these tools is to improve the browsing experience and present activities as clearly as possible. All content is reviewed to ensure it remains accurate and representative of the actual experiences offered.
Images on the site may come from excursion operators, licensed partners, stock libraries, or may have been digitally enhanced. They are meant to illustrate the general nature of an experience and may not capture every specific detail.
Customers seeking precise information about a particular activity should contact CanaryVIP before booking.
7. Limitation of Liability
- Intermediary Role. CanaryVIP functions exclusively as an intermediary. We do not operate, manage, supervise, or control any excursion listed on our platform. The operator alone is responsible for delivery, safety, insurance, and the on-the-ground customer experience.
- Excursion Incidents. CanaryVIP accepts no liability for incidents, injuries, accidents, property loss, property damage, or any other claim arising from participation in an excursion. All such claims must be directed to the excursion operator.
- Force Majeure. CanaryVIP is not liable for cancellations, delays, modifications, or service interruptions caused by events beyond reasonable control, including but not limited to: severe weather, natural disasters, government restrictions, pandemics, epidemics, transportation strikes, civil unrest, armed conflict, or technical failures.
- Service Availability. CanaryVIP does not guarantee uninterrupted availability of any excursion. Listings may be affected by operational constraints, safety concerns, seasonal closures, or technical issues at any time.
- Consequential Costs. CanaryVIP is not responsible for any indirect or consequential costs a customer incurs due to a cancellation or modification, including accommodation, transport, meals, lost wages, or other personal expenses. Where a refund applies, it is limited to the amount paid for the excursion and subject to the operator’s policies.
- Assumption of Risk. The customer acknowledges that outdoor excursions and adventure activities carry inherent risks, including physical exertion, exposure to weather and environmental conditions, water hazards, wildlife encounters, and other potential dangers. By booking, the customer accepts full responsibility for these risks and waives all claims against CanaryVIP arising from participation.
8. Legal and Jurisdictional Framework
8.1 Governing Law
These Terms and Conditions are governed by and interpreted under the laws of the Kingdom of Spain and the Autonomous Community of the Canary Islands. Any dispute arising from or connected to these terms falls under the exclusive jurisdiction of the competent courts of the Canary Islands.
8.2 Dispute Resolution
CanaryVIP encourages customers to contact our team directly as a first step to resolve any disagreement. We are committed to reaching fair and efficient solutions before any formal legal action becomes necessary.
8.3 Changes to These Terms
CanaryVIP may update or modify these Terms and Conditions at any time. Updated versions will be published on our website. Where practical, affected customers will be notified directly. Continued use of CanaryVIP services after any update constitutes acceptance of the revised terms.
9. Itinerary Modifications
Planned itineraries may be altered by CanaryVIP or the excursion operator at any time due to weather, safety, logistical, or other operational reasons. These changes do not entitle the customer to a refund unless the specific activity’s cancellation policy states otherwise.
10. Final Agreement
By completing a booking through CanaryVIP, the customer confirms that they have read, understood, and accepted these Terms and Conditions in full. This document constitutes a legally binding agreement between the customer and CanaryVIP.
These terms apply to all bookings regardless of the channel through which they were made, including the website, WhatsApp, email, telephone, or in-person communication.
Thank you for choosing CanaryVIP. We look forward to welcoming you to the Canary Islands and creating an unforgettable experience together.
