A fair, written, and transparent overview of how cancellations, refunds, and no-shows work at Club Canary. Please always check the specific rules of the activity or service you booked, since each product can have its own conditions.
Club Canary handles bookings for many different operators, venues, and private services across Tenerife, Gran Canaria, Lanzarote, Fuerteventura, La Palma, and La Gomera. We try to keep everything as simple as possible. This page explains the general standards we follow. For specific products, the rules on the booking page or in your signed Club Canary contract are always the leading version. For our full legal framework, please also see our Allgemeine Geschäftsbedingungen.
Cancellation rules at Club Canary fall into three groups. Use this quick reference to understand where your booking sits, then check the booking page for the exact policy of that specific activity.
Most standard Club Canary excursions. Free cancellation usually available between 24 and 72 hours before the activity. Exact deadline shown on the booking page.
Private boats, larger groups, special events like Carnival or New Year, certain premium experiences. Shorter cancellation windows. Refunds are often partial, not full.
Once a booking enters the no-cancellation window or work has started (crew briefed, shopping done, other bookings declined), refunds are not possible. This is rare at Club Canary.
The rules on the specific Club Canary booking page or in your signed contract are always the leading version. This page is the general standard we follow. When something is more customized, we set up specific agreements by email or short contract.
For most standard activities on Club Canary, cancellation rules follow this general pattern. The exact deadlines vary per activity, so always check the booking page before you confirm.
Cancel more than 72 hours before the activity and you receive a full refund of any deposit paid. No questions, no penalties. This is the safest time to cancel.
Cancellations within this window normally mean the deposit is lost, since operators have already reserved staff, equipment, and time. Specific rules depend on the activity.
Cancellations made very close to the activity, or no-shows, may carry additional penalties on top of the lost deposit, depending on the operator’s cancellation terms.
These are general tiers only. Some Club Canary activities are more flexible. Some are stricter. The booking page is always the source of truth for the specific activity you select.
Built To Help, Not To Trap
For many activities, Club Canary lets you reserve your spot by paying only a deposit. The balance is paid later, often directly to the partner on the day of the experience. Most operators in the Canary Islands require full payment upfront. We chose to make it easier for travelers to book in advance with just a deposit.
What The Deposit Actually Covers
The deposit holds your spot. It does not automatically cover the full cost of a no-show. Most partners require Club Canary to pay them the full amount when a confirmed booking does not attend. The deposit is your commitment, not a cap on your responsibility.
Some clients believe that since they only paid a deposit, they cannot owe more if they cancel late or fail to show up. That is not how it works. Other companies require full payment upfront for exactly this reason. Club Canary chose to make it easier with deposits, but the responsibility for the full booking still belongs to you if you do not cancel on time.
Full Payment Upfront Cases
Sometimes Club Canary requires full payment upfront. This applies to last-minute bookings, off-season favors where a partner stretched to accommodate, special private events, larger groups, custom contracts, and any case where the financial risk to us or our partner is too high. These cases are always communicated clearly in writing before payment.
Small Groups (2 To 6 People)
Bei den meisten Club Canary-Aktivitäten gelten für kleine Gruppen dieselben Bedingungen wie für Standardbuchungen. Die Fristen für die kostenlose Stornierung, die Anzahlungsregeln und die Rückerstattungsfristen entsprechen den Angaben auf der Aktivitätsseite.
Larger Groups (7 To 15 People)
Many activities have separate cancellation policies for groups of 7 or more people. When a larger group cancels, the operator often cannot resell those spots in time. Stricter deadlines and partial refunds may apply. These rules are listed on the booking page when relevant.
Large Groups And Custom Outings
Groups of 15 or more, corporate outings, and team buildings are handled through bespoke email agreements or short contracts. See our Unternehmen und Teambildungsabteilung for details on how those bookings are structured.
Some Club Canary bookings have their own rules because of the nature of the service. These categories normally have stricter cancellation conditions, separate contracts, or full payment upfront. Partial refunds may still be possible depending on the situation.
One-day events with heavy preparation, advance bookings, and limited capacity. Stricter cancellation rules apply. Refunds are often partial, not zero. Specific conditions shown on each booking page.
Always covered by a separate signed contract from Club Canary, with clear cancellation conditions. Aviation operators have their own strict rules that we pass through to you in writing before payment.
Custom outings for groups are normally handled by bespoke agreements over email or short contracts. Deposits, cancellation deadlines, and refund options are set per project. See our Teambuilding-Seite.
Productions normally work on bespoke contracts with Club Canary, including deposits and specific cancellation terms. Equipment, crew, and location bookings each have their own rules in the agreement.
Supercars and luxury vehicles come with signed rental contracts that detail mileage limits, deposit terms, and damage protection. Cancellation conditions are set per vehicle, not by general rules.
Private yacht charters, full venue buyouts, and exclusive bookings require full advance payment or large deposits. Cancellation windows are shorter due to lost availability and pre-trip preparation.
If you book a private boat trip, custom experience, or exclusive service for the next day, and you cancel just a few hours later, refunds are usually not possible. By that point, Club Canary has briefed the crew, the operator has prepared the equipment, shopping has been done, and other bookings may have been declined to keep your slot. The activity has effectively started before the activity itself.
If you have any questions about which category your Club Canary booking falls into, please contact us before you confirm. We will always explain the exact rules in writing before you pay.
Mitglieder von Der Kanarische Club, the private luxury concierge service of Club Canary, book a wide range of experiences. Each booking still follows the cancellation rules of the specific activity, venue, or operator. Members should check the policy of each experience the same as any other client.
Restaurants Are Paid On The Day
For most restaurant bookings we arrange for Canary Club members, the bill is paid by the member on the day, directly to the restaurant. The total depends on what is ordered, so prepayment does not make sense. Club Canary makes the reservation under our name to secure the table and the right treatment.
Nightclubs And Difficult Bookings Paid Upfront
For nightclub access, table reservations at premium venues, beach club entry, and similar bookings where pricing is fixed, Club Canary can pay upfront and send the member a payment link in advance. This works the same as any standard booking with a deposit or full payment.
Reputation Matters For Members Too
When Club Canary arranges restaurant tables, nightclub access, or premium venue bookings on behalf of a member, we put our reputation behind it. If a member regularly cancels last-minute or does not show up at venues we booked, it damages our standing with those partners. We expect Canary Club members to respect the same booking commitments as any other client.
Most refund problems at Club Canary come from no-shows and late arrivals. This section explains exactly how it works, why we cannot refund, and what happens if the balance is not paid.
What Counts As A No-Show
You are considered a no-show if you do not arrive at the agreed meeting point on time, do not attend the activity without proper notice, or arrive too late to participate. Common situations include oversleeping, missing transport, being at the wrong meeting point, last-minute illness without documentation, or simply forgetting.
Why The Deposit Is Not Enough
When a confirmed Club Canary booking does not attend, the partner still invoices us for the full activity cost. The operator has reserved staff, fuel, equipment, and time. Their costs do not disappear because the client did not arrive. The balance you did not pay is still owed.
If you do not cancel within the free cancellation window, you are still responsible for the full booking amount, even if you only paid a deposit. The deposit is your commitment, not a cap on what you owe.
Late Arrival At The Meeting Point
Activities run on tight schedules with other clients on board. If you arrive after the activity has departed, it counts as a no-show. We strongly recommend arriving at the meeting point at least 15 minutes early and following all the instructions sent in your Club Canary booking confirmation.
Wrong Meeting Point
If you go to the wrong location, it is treated the same as missing the activity. Always double-check your ticket. If anything is unclear, message Club Canary support before the activity day and we will confirm the exact location with you.
Most other tour shops, hotel desks, and big global platforms in the Canary Islands handle cancellations very differently. This is one of the most important reasons travelers choose Club Canary.
When something real happens, like a car accident, illness, getting lost on your way, or a family emergency, Club Canary tries to find a fair solution. We cannot perform magic, since our partner still needs to be paid. But we can negotiate. We can sometimes get a partial waiver from the operator. We can offer you to reschedule. We can credit part of the amount toward another booking. This is not something you get when you book directly with the operator, with a street kiosk, or with a global platform that already has your full payment.
Our Stripe And PayPal Reputation
Club Canary has built a strong track record with the major payment providers. We process a high volume of transactions with very few chargebacks or disputes. When a payment dispute does happen, Stripe and PayPal already know our history, our terms, and our communication style. This means honest clients with real issues get resolved quickly. Clients trying to abuse the system rarely succeed.
Most clients understand the situation and pay the balance owed when something goes wrong. A small minority refuse. This section explains, transparently, why Club Canary has to take action when that happens.
It Is The Same As Walking Out Of A Restaurant
If you sit down at a restaurant, order a full meal, and walk out without paying, the restaurant has a problem. They still owe their staff, their suppliers, and their taxes. A no-show on a confirmed Club Canary booking creates the same situation for us and for our partners.
Why Club Canary Files Fraud Reports
If a client refuses to pay the balance owed, Club Canary is left with a missing amount in our accounting. The partner has already invoiced us for the full booking. To explain this gap legally (and to avoid paying tax on income we never received), we may need to file an official fraud report. This is not vindictive. It is a legal accounting requirement under Spanish tax law.
Payment Provider Consequences
Payment providers like Stripe, PayPal, and the credit card networks track unpaid bookings, abusive chargebacks, and confirmed fraud cases. When a fraud report is filed, the client may be flagged in their internal systems. This can affect their ability to use their card with other businesses in the future.
Communication Escalation
If a payment dispute escalates, all communication moves from WhatsApp and live chat to our legal department at legal@clubcanary.com. Cases are documented carefully with timestamps, message history, payment records, and any relevant CCTV or partner footage from the day of the booking.
Club Canary is known for being flexible and fair. We try to find a middle way whenever we can. We escalate to fraud reports and legal action only when a client refuses to communicate or refuses to settle a clearly owed balance. Most situations are resolved with a simple, honest conversation.
Only When Conditions Are Dangerous
Club Canary activities are cancelled for weather only when conditions are genuinely unsafe. The decision is made by the operator or captain based on professional judgment. Wind, sea state, and safety regulations are the main factors. Cloudy or cool weather is not a valid reason for cancellation.
What Happens If Weather Cancels Your Activity
When weather forces a cancellation, you can normally choose between three options. Reschedule to another day during your stay, switch to a different available activity in the Club Canary catalogue, or receive a refund of the deposit. Final options depend on the specific operator and how much advance notice we have.
Rescheduled Dates
If you reschedule to a new date as a favor and then choose to cancel that new date, the deposit is normally non-refundable. The reschedule is goodwill from our side. It does not reset your free cancellation window. This is explained at the time the date change is agreed.
Club Canary may consider refunds when a verifiable medical emergency prevents you from participating. Strict conditions apply, because some clients try to use medical excuses to avoid no-show fees.
Travel insurance is the right way to cover most medical situations. Club Canary strongly recommends every traveler arrange proper travel insurance before any trip to the Canary Islands.
Same Method As Original Payment
When a refund is approved, Club Canary always returns it using the same payment method you originally used. Credit card payments are refunded back to the same card. PayPal payments are refunded back to PayPal. Office payments are refunded by the same method where possible.
Zeitmessung
Most approved refunds appear within 5 to 10 business days. Some banks and payment providers take longer to process inbound refunds. If the original card or account has expired, refunds may be processed by bank transfer through our administration department.
Pending Authorizations Are Not Refunds
When you pay by card and the booking is declined or not yet approved, the amount may show as “pending” on your bank account. If the booking is not approved, the authorization simply expires and the money is never taken. You will not see a refund because no payment was completed.
Refund requests and formal complaints must be submitted within 48 hours of the scheduled activity time. Issues reported later are usually not considered, because timely reporting is needed to investigate with the operator while details are still fresh.
If something went wrong during your activity, raise it directly with the operator on the day. They have the ability to offer a solution on the spot. If a partial refund or compensation is accepted on-site, the matter is considered resolved and no further claims can be made through Club Canary later.
By completing a booking with Club Canary, you confirm that you have read and accepted our cancellation terms and this refund policy. If a payment dispute or chargeback is opened despite these agreed terms, we will provide the payment provider with the full booking record, accepted terms, timestamps, and message history.
We strongly recommend contacting Club Canary directly first. Most situations can be resolved faster through direct conversation than through a formal dispute process. If you genuinely believe a refund is owed, send us a message and we will review honestly.
If a chargeback is opened on a confirmed and delivered booking with no genuine grounds, it is treated as attempted fraud. Evidence is shared with the payment provider, and where required, with relevant authorities. Confirmed fraudulent chargebacks may result in legal action and reporting through banking networks.
Club Canary is known for being flexible, fair, and helpful. Most clients have a smooth experience and never need to read this page. The rules above exist for the small number of cases where things go wrong, and to protect the partners who reserve real time, real staff, and real equipment for every booking we send them.
Our best price guarantee and curated catalogue depend on strong relationships with trusted local operators across the Canary Islands. Those relationships only survive if no-shows are handled responsibly. Club Canary takes that responsibility seriously, and we ask our clients to do the same.
If you are booking with the intention of making problems, claiming false issues, demanding refunds without grounds, or pressuring our team to get money back, please book elsewhere. Club Canary does not accept this behavior. We respect honest travelers and we ask honest travelers to respect the system that protects them. Bad-faith claims are documented, reported where required, and shared with payment providers.
For full legal details, please also see our Allgemeine Geschäftsbedingungen and our Datenschutzrichtlinie.
Reach out to the right team at Club Canary and we will respond faster. Most situations are resolved quickly through direct communication.
If anything on this page is unclear, contact Club Canary before you confirm your booking. We always explain the exact cancellation rules of your specific activity in writing.
📧 Kontaktieren Sie das Club Canary-Team