Club Canary's office team, based entirely in the Canary Islands, specialises in sales and customer service, speaking more than 10 languages. We select our local agents for their high-level tourism education and fervor for the Canaries. Before interacting with clients, they receive comprehensive training on our online offerings, especially yacht charters. They indeed live by our motto - "Live Legendary"."

Despite the daily office presence of all Club Canary staff, their main activities involve handling live chat queries, preparing holiday packages, and managing bookings. For most large bookings, a dedicated agent usually takes charge. With the utmost motivation to ensure tourists have an incredible time, their goal is to perfect each holiday experience. Club Canary's broad network of partnerships allows us to customise activities to meet unique needs such as food preferences, entertainment, and decor.

Club Canary's main office is nestled within the Centro Comercial Plaza del Duque in Tenerife, open to clients from 09:00 to 22:00, aligning with the shopping center's hours. Though this is our sole physical location, our dedicated team is available for live chat, phone consultations, and order processing daily from 08:00 to 22:00, extending to 22:30 during the summer months. To guarantee assistance in your preferred language, it's best to schedule your visit in advance. While we don't yet have branch offices in Gran Canaria, Fuerteventura, or Lanzarote, we pride ourselves on providing clear, prompt online information, including detailed e-tickets and pickup points. As we continue to grow, we're exploring the possibility of expanding our physical presence across the islands, with a special emphasis on luxury boat trips.

At Club Canary, we truly value our staff's efforts, and if you'd like to show your appreciation, you can tip your agent during checkout. If your experience was less than satisfactory, do let us know at checkout, and you'll receive a small discount. Half of the tip goes to the dedicated agent, and the rest is shared amongst the team. Being a travel agent demands diligence and can be demanding, hence any tip, however small, makes them feel valued.
During standard tours, the photos offered for purchase serve as a tip. For luxury boat charters, tipping the crew for their good service is standard practice.

Due to high demand, we strongly encourage you to plan ahead! Most activities except theme park tickets are almost impossible to book at the last minute, mainly because our availability calendar may not always reflect real-time changes. Hence, for bookings less than 8 days in advance, please reach out to us first to confirm availability.

If you've already made a last-minute booking, don't panic! Just send your order number to our customer service. We'll do our best to arrange something for you or suggest a great alternative. We urge patience as we've made it clear that pre-confirmation is necessary for certain activities. In the unfortunate event that we can't find a solution, we bear the brunt of transaction and refund fees, making it an unfavorable outcome for everyone involved.

For direct calls, please use our dedicated line at +34 822 297 040, operational until 22:30 during the summer months. If you wish to promptly confirm your booking, send a WhatsApp message with your order number, which can be found on your e-ticket. A Club Canary representative will confirm your booking during our standard office hours of 08:00-22:00 daily. If you aren't on WhatsApp, you can also contact us through Facebook Messenger or our live chat. Once confirmed, the email you've received acts as your official ticket. You can present it either as a printout or on your mobile device.

Each experience on our website has its own cancellation policy, which you can easily find on the service (tour) page. Here are the general guidelines:

• Basic experiences: Up to 24 hours before the scheduled time.
• More exclusive experiences: Up to 48 hours before the scheduled time.
• Private boat trips and group bookings: Up to 4 days or more before the scheduled time.

Deposit Doesn't Cover Full Cost

When you book with just a deposit, please note that the deposit amount doesn't cover the total cost of your trip. We respectfully compensate our partners for their services. In rare cases where payment is not made, we may have to address the issue and find a suitable resolution. We kindly ask you to respect the system and inform us in advance if you are unable to participate in the activity, even if it's within the free cancellation period. Many other tour companies have similar cancellation policies but require full upfront payment.

Cancellations Within the Notice Period

If you need to cancel within the specified notice period, we kindly ask for the reason behind the cancellation. You will have the option to choose a full refund, reschedule the tour, or receive a gift card. Choosing the latter two options would be greatly appreciated as it helps us avoid transaction costs.

Cancellations Outside the Notice Period

In certain exceptional circumstances, such as being hospitalized, we may be able to find a solution. However, we will need to discuss the situation with our partners and may require documentary proof.