Terms and conditions

TERMS AND CONDITIONS OF ON-LINE PURCHASE

I. OWNERSHIP OF THE WEBSITE

TELEFERICO DEL PICO DE TEIDE, S.A. (hereinafter referred to as Teide Cable Car), a Spanish company with the company tax code no. A-38002549, the registered office at Calle San Francisco 5, 4º, 38002, Santa Cruz de Tenerife, Canary Islands, incorporated on the 12th August 1960 with the Register of Companies of Santa Cruz de Tenerife, Page 15, Folio 174, Book 1 of Section 3, is the owner of the Website www.volcanoteide.com (hereinafter, the Website), which is made available to internet Users with the purpose of providing them with information on products and offers of the Cable Car as well as of enabling the purchase of tickets through the different Website services.

Customer service: info@telefericoteide.com.

II. GENERAL TERMS AND CONDITIONS

These Conditions of On-Line Purchase shall expressly govern the relations arising between TEIDE CABLE CAR and the Users who order the services or products offered on the Website.

These Conditions of Purchase have been drawn up in accordance with the provisions of the Spanish Law 34/2002 on Information Society Services and Electronic Commerce, Law 7/1998 on General Conditions of Contract, the Royal Decree 1906/1999, regulating the telephone and electronic contracting by means of general terms and conditions as set out in Article 5.3 of the Law 7/1998, the Royal Legislative Decree 1/2007 of 16 November 2007, approving the consolidated text of the Spanish General Law for the Protection of Consumers and Users and other complementary laws, the Law 7/1996 on Retail Trade, the Royal Decree-Law 14/1999, regulating the Electronic Signature, and any other legal provision that may be applicable.

This document is accessible at all times in the On-Line Purchase section of the TEIDE CABLE CAR Website and can be printed and stored by the User.

Before making your on-line purchase, remember that you must give your express consent to the processing of your personal data by Teleférico del Pico de Teide, S.A. by filling in the form provided on our Website.

  1. PRE-CONTRACTUAL INFORMATION

These Conditions of On-Line Purchase aim to govern the general conditions for the provision of the services offered by TEIDE CABLE CAR through the website www.volcanoteide.com. The services which are currently provided by TEIDE CABLE CAR and which are the subject of the contract with Users are the services relating to the sale of certain types of tickets for the Teide Cable Car itself, the Altavista Mountain Refuge and the different excursions that the company offers to our Users as well as, where appropriate, other products and services offered on the Website.

The products and services offered by TEIDE CABLE CAR can be acquired by any User residing in Spain or in another Member State of the European Union or of the European Economic Area, as well as by Users residing in a state that is not member of the European Union or the European Economic Area, but to whom Spanish law applies.

The sale service of TEIDE CABLE CAR tickets as well as of any other product offered through our Websites is set up for valuable consideration, and the price of each product—including taxes—is displayed on the Website at any given time.

Access to the information contained on our Websites is not subject to any kind of payment.

The User understands that the information contained on our Websites, including general information about the catalogue of services as well as of other products offered on the Websites, and the General Conditions of On-Line Purchase and performance of the contract, is sufficient to exclude any error in the consent thereof.

1.1. Procedures

In order to proceed to using the different services offered on the Websites, the User must follow all the directions and instructions displayed on the screen at each step of the purchase process, providing to this end, the information required in the forms set on the Websites, which will imply prior reading and acceptance of all the General Conditions of On-Line Purchase set out therein; the User acknowledges hereby knowing and accepting the aforementioned procedures as necessary in order to access the products and services offered on the Website.

The User will finalise the purchase process after having completed all phases thereof, electronically sent the purchase order and fulfilled the obligation of payment through one of the different methods available, either by “credit card” or using the “Paypal” system.

These General Conditions of On-Line Purchase will become part of the contract at the time of the User’s express acceptance, evidenced by completing and sending the data entered during the purchase process.

The use of any of the Website’s services implies the unreserved acceptance by the User of each and every one of the General Conditions of Use of the Websites as well as of the General Conditions of On-Line Purchase and, where appropriate, of the Specific Conditions of Purchase which are made available to the User prior to the completion of the purchase process, and which govern the acquisition of the tickets as well as the acquisition of all the other products and services offered on the Website.

1.2. Documentation and language

These General Conditions of On-Line Purchase are accessible at all times during on-line shopping on the TEIDE CABLE CAR Website and can be printed and stored by the User.

In case of the acquisition of products, upon the completion of the purchase process, the User will receive by e-mail a Simplified Invoice (Ticket or Voucher) for the purchase made with a valid bar code, which shall be exchanged for tickets on the premises and/or give access to the activity reserved.

The User may not exercise the right of withdrawal, since one of the legally recognised exceptions, set out in Article 103 letter L of the Royal Legislative Decree 1/2007 of 16 November 2007, approving the consolidated text of the Spanish General Law for the Protection of Consumers and Users (TRLGDCU) and other complementary laws, applies in this case. The article states literally: “The right of withdrawal shall not apply to contracts that relate to the following items: Provision of accommodation services for purposes other than housing, transport of goods, vehicle rental, catering or services related to leisure activities if the contract provides for a specific date or period of performance.”

For any incidence, claim or exercise of their rights the User may send an e-mail to the following address: volcano@volcanolife.com  

Exchange Policy

The following specifications shall apply to changes on the purchases made:

Teide Cable Car

Cable car tickets are valid for 1 year if they have not been exchanged at the ticket office. Any change of date or cancellation must be effected within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

The stay at the upper station is limited to one hour. Those visitors who have a permit to access the crater can extend this limited time to complete the activity. The last descent takes place at 4.50pm. In July, August and September: at 6.50pm. In October and up until the clock change: at 5.50pm.

People with heart problems, pregnant women, and children under 3 are not allowed to ascend due to the risk that high altitude poses to their health.

Partners who book cable car tickets will be able to change the date and time of any unused vouchers issued free of charge up to 30 minutes prior to the time of the original reservation.

No charges shall apply to requests for cancellation that are motivated by the closure of the Cable Car due to weather conditions. For reservations made but not exchanged, TELEFÉRICO will charge a cancellation fee of €6 for round-trip tickets and €3 for one-way tickets, per person not exchanged.

Since the operation of the Cable Car is subject to the changing weather (wind speed, temperature, etc.), on occasions, the estimated boarding time may be delayed. If the closure of the facilities due to adverse weather conditions or technical reasons causes a delay of at least 90 minutes in relation to the booked time, the full refund of the amount may be requested free of charge provided that the tickets have not been used.

Guided tour to the Pico Viejo viewpoint with Cable Car

In the event that the access paths to Teide are cut off due to weather conditions, the activity will be postponed or cancelled.

In the event that the cable car cannot be used for safety reasons, due to weather conditions or technical issues, or if the trail from La Rambleta to the Pico Viejo viewpoint is closed due to snow or ice, it will be possible to choose between the following 3 options:

  • To change the date of the activity
  • To walk the Roques de García alternative route and change the date of the Cable Car ticket
  • To walk the Roques de García alternative route and request the reimbursement of the cost of the Cable Car ticket

It is necessary to bear in mind that in the event of the onset of poor weather conditions during the tour, the guide (who knows the conditions of the mountain) will decide whether to continue the tour or cancel it.

It is possible to change the date of the guided tour to the Pico Viejo viewpoint with Cable Car, or cancel it and receive full refund of the amount paid, before 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €6 per person.

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation of the activity must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Teide Tour and Cable car ride

In the event that weather conditions impede the operation of the cable car for the ‘Teide Tour and Cable car ride’ activity, the price of the cable car return ticket shall be reimbursed at the following rates: Adults €27.00 (non-resident) or €13.50 (resident); Children €13.50 (non-resident) or €9.50 (resident). Partners shall be refunded the net amount.

Since this activity includes pick-up service, changes and cancellations with full refund of the amount paid are only allowed up to 3pm on the day prior to the booked date. Same day or later changes/cancellations incur a charge of €6 per person.

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation of the activity must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Teide Tour and Observatory

If it is not possible to visit the Teide Observatory due to adverse weather conditions, non-residents shall be reimbursed €21.00, and residents €12.60. Partners shall be refunded the net amount.

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €6 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Sunset Tour

In the event that weather conditions impede the operation of the cable car for the ‘Sunset Tour with astronomical observation’ activity, the sunset shall be enjoyed either from the Chío viewpoint or from Los Roques de García, and the price of the cable car return ticket shall be reimbursed to non-residents at the following rates: Adults €27.00; Children €13.50. Partners shall be refunded the net amount.

In the case of hiring the activity without transportation, if the cable car is not operational on the day of the visit, the Customer will need to get to the alternative location by their own means.

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €15 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Cable Car at sunset

In the event that weather conditions impede the operation of the cable car for the ‘Cable Car at Sunset’ activity, the full amount paid for the activity shall be reimbursed. Partners shall be refunded the net amount.

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €6 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Sunset and Stars

In the event that weather conditions impede the operation of the cable car for the activity, the sunset shall be enjoyed either from the Chío viewpoint or from Los Roques de García, and the price of the cable car return ticket shall be reimbursed to non-residents at the following rates: Adults €27.00; Children €13.50. Partners shall be refunded the net amount.

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €35 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Astronomic Tour

If it is not possible to carry out the entire activity due to adverse weather conditions, the full amount shall be reimbursed. If it is not possible to visit the Teide Observatory, the price of the entrance ticket to the Observatory shall be reimbursed. In case of cloud cover conditions in the Observatory, the usual itinerary of the visit may be modified. If weather conditions make astronomical observation difficult, an activity at the planetarium will be carried out. Partners shall be refunded the net amount.

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €6 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Guided visit of the Teide Observatory

If it is not possible to access the Teide Observatory due to technical reasons or adverse weather conditions, the amount paid for the activity shall be reimbursed. In case of cloud cover conditions in the Observatory, the usual itinerary of the visit may be modified. Partners shall be refunded the net amount.

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €6 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Astronomical observation

With regard to astronomical observation, in the event that weather conditions impede stargazing, the amount paid for the activity shall be reimbursed. Partners shall be refunded the net amount.

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €6 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Altavista Refuge

Altavista Mountain Refuge reservations may be changed up to seven days prior to the date of arrival for another reservation at the same price. This must be done exclusively by telephone and will require proof of the purchaser's identity.

Passed that period, no changes will be allowed. In no case shall the changes imply the refund of the amount paid.

The maximum number of changes allowed is three.

Failure to use the purchase at the time and date booked will result in the User’s loss of rights.

For combined Cable Car + Mountain Refuge purchases, there will be no charge for cancelling Refuge bookings when Trail no. 11 to the La Fortaleza viewpoint is closed, and the purchase price will be refunded. In the event that the Cable car’s facilities are not operational, only the price of the cable car ticket will be refunded and the descent will be completed on foot.

Partners that have been invoiced will be refunded the net amount.

Hiking

With regard to hiking activities, in the event that weather conditions impede the operation of the cable car, an alternative hike shall be arranged and the price of the cable car ticket shall be reimbursed. Partners shall be refunded the net amount.

Since hiking activities Ascent to the Peak by Cable Car and VIP ascent to the Peak by Cable Car include the permit to access the crater, we do not admit changes or cancellations once booking has been confirmed. This is due to the way the Teide National Park’s permit issuing system works.

Special activities

Reservations may be cancelled or the date may be changed free of charge until 3pm on the day prior to the activity. Same day or later changes/cancellations incur a charge of €6 per person. 

Date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

Terms for groups

Group activities require a reservation for at least 20 people or an equivalent fee. In the case of the Ascent to the Peak by Cable Car for groups the minimum reservation is for 18 people.

Bookings for groups are subject to confirmation.

In the event of cancellation of a group reservation by the Customer, the following charges will apply, except to reservations for the Altavista Mountain Refuge and the Ascent to the Peak of Teide by Cable Car, which do not admit changes:

  • Less than 15 days in advance: 50% charge
  • Less than 7 days in advance: 100% charge

Others:

No changes or refunds are allowed for all other activities. 

If the User suffers an accident or feels sick during the enjoyment of our activities, 112 must be called.

By booking activities which include a guided visit of the Teide Observatory, the Customer admits that they know and accept the rules of the Teide Observatory that govern such a visit, which are available both on the web before making the reservation and on the booking voucher that the Customer receives once they have made their reservation.

Shall there be not enough funds on the credit card prior to the provision of the service reserved or shall the payment for said service be returned, the reservation will be deemed cancelled and, consequently, cancellation charges will apply. We reserve the right to claim further damages.

If you subscribe to special discounts, it is necessary that you carry valid supporting documents (Teide Table Car: local residents and children under the age of 14; Excursions offered by Volcano Teide: adults over the age of 65 or seniors, children under the age of 14 and local residents; The Altavista Mountain Refuge: federated mountaineers). If you fail to certify the condition that entitles you to discount, you must pay the price difference at the ticket office or the indicated place in order to access the service purchased.

In case of the acquisition of any of the products or services offered on the Websites other than tickets, the User will also receive a simplified invoice (Ticket or Voucher) by e-mail. Likewise, the Websites will notify the User of the Specific Conditions of Purchase of the products or services in question prior to the purchase process.

All requirements for providing a document serving as invoice shall be considered fulfilled with the issuance of the simplified invoice (Ticket or Voucher), in compliance with the Royal Decree 1073/2014 of 19 December 2014, amending, among others, the Regulation governing the invoicing obligations, approved by the Royal Decree 1619/2012 of 30 November 2012.

These General Conditions of On-Line Purchase have been originally drawn up in Spanish. In the event of any dispute, the original version shall prevail over this translation.

The use of promotional codes on the website

Users of this website can receive, along with their voucher, a promotional code to use with future purchases on this website.

These promotional codes, received by the User along with their voucher for the purchase of one activity, shall only be valid for the future purchase of any of the activities on the catalogue which apply. This includes using it to book the same activity for which the promotional code has been received, if the activity has not been cancelled by the User.

1.3. Technical means

The Websites shall make available to the User all the technical means necessary to track and correct errors in the data entered in the different forms that are displayed on the screen during the process of purchase.

1.4. Modification of the General Conditions of On-Line Purchase

TEIDE CABLE CAR reserves the right to modify at any time these General Conditions of On-Line Purchase or, where appropriate, the Specific Conditions of Purchase that may apply, as well as any other general or specific terms, regulations of use or notices that may apply. The duty to notify Users shall be considered fulfilled by modifying the General Conditions set out on the TEIDE CABLE CAR Websites.

In any case, it will always be possible to read, prior to buying products or services, the General Conditions of On-Line Purchase and, where appropriate, the Specific Conditions of Purchase that may apply. Also, TEIDE CABLE CAR reserves the right to modify at any time the display, settings and location of the Website, as well as the contents and conditions of use thereof.

  1. PERSONAL DATA PROTECTION

Personal information that the User enters on the website and any other data generated afterwards as a result of their relationship with us will be incorporated into files of which Teleférico del Pico de Teide, S.A., having its registered office at Calle San Francisco 5, 4º, 38301 Santa Cruz de Tenerife, Canary Islands, is responsible. The data will be processed for the purpose of development, maintenance and control of the relationship between the User and us and, in particular, to process the purchase of tickets or other products as well as the requests that the User may ask of us and to maintain communication in order to improve our services and for statistical purposes.

To exercise your rights of access, rectification, cancellation and opposition in the terms established by law, please send a written request to the company responsible for the files, enclosing a copy of your identity document.

IF YOU ARE UNDER THE AGE OF 14, WE NEED THE CONSENT OF YOUR PARENTS OR LEGAL GUARDIANS.

In order to obtain it, we will contact them and ask them to confirm that they are your mother, father or legal guardians and that they grant their consent, which is when we will be able to accept your request.

To exercise your rights of access, rectification, cancellation, objection, data portability and restriction of processing in the terms established by law, please send a written request to the company responsible for the files, enclosing a copy of your identity document.

APPLICABLE LAW. JURISDICTION

These Terms and Conditions are governed by the Spanish law. The parties may choose to submit the resolution of any dispute to the Courts of the User’s domicile and thereby expressly waive any other jurisdiction. Likewise, according to the norms laid out in the Confianza Online Association’s Code of Ethics, which the entity adheres to, in case of disputes relating to on-line purchase and advertising, data protection and child protection, the User may resort to the extrajudicial dispute resolution system of Confianza Online (www.confianzaonline.es/en/).