Tagasimakse- Ja Tühistamispoliitika
A fair, written and transparent overview of how cancellations, refunds and no-shows work at Club Canary. Always check the specific rules of the activity you booked: each product has its own conditions, set by the operator that runs it.
Club Canary handles bookings for around 200 operators, venues and private services across Tenerife, Gran Canaria, Lanzarote, Fuerteventura, La Palma, La Gomera and, for cruise packages, Madeira. This page explains the general standards we follow. For a specific product, the rules on the booking page or in your signed Club Canary agreement are the leading version. For the full legal framework see our Üldtingimused.
Club Canary Cancellation Rules At A Glance
Cancellation rules fall into three groups. Find where your booking sits, then check the booking page for the exact rule of that activity.
Paindlik
Most standard excursions. Free cancellation usually between 24 and 72 hours before the activity. Exact deadline on the booking page.
Rangem
Private boats, larger groups, special events such as Carnival or New Year, some premium experiences. Shorter windows, refunds often partial.
Locked
Inside the no-cancellation window, or once work has started: crew briefed, shopping done, other bookings declined. No refund. Rare, but real.
Every Partner Sets Its Own Rules.
Each activity is run by an independent operator, and each operator sets its own cancellation policy. Some are relaxed, some are strict, and some do not refund once a booking is confirmed. Club Canary passes these rules on exactly as they are and cannot change them. The policy on the activity page applies to your booking, even where it is stricter than the general tiers below. When something is custom, we set the rules by email or in a short agreement before you pay.
Kuidas Enamik Club Canary Broneeringuid Toimib
For most standard activities, cancellation follows this pattern. The exact deadline varies per activity, so always check the booking page before you confirm.
Tasuta tühistamise aken
Cancel more than 72 hours before the activity and the deposit is refunded in full. No questions, no penalties.
Deposit muutub tagastamatuks
Inside this window the deposit is normally lost, because the operator has already reserved staff, equipment and time.
Hilinenud tühistamise tasu
Cancellations very close to the activity, and no-shows, carry the late fee shown on the activity page on top of the lost deposit.
The tiers count from the activity start time. The time we receive your written cancellation is what counts, not the time you decided. Cancel by email to office@clubcanary.com or on WhatsApp at +34 604 10 50 55, from the email address or phone number used for the booking, with your order number.
These are general tiers. Some activities are more flexible, some are stricter, and for groups the window grows with the number of people or jet skis. The booking page is always the source of truth.
Ainult kirjalikud loendused.
Cancellation rules, prices and details given by phone, WhatsApp, live chat or social media are guidance. An agent may refer to the wrong activity, date or price by mistake. Only the booking page and your written confirmation are binding. If anything in your confirmation looks wrong, tell us immediately and we correct it.
Miks Me Muudame Broneerimise Lihtsamaks Sissemaksete Abil
Built To Help, Not To Trap.
For many activities you reserve by paying only a deposit. The balance is paid later, usually to the operator on the day. Most operators in the Canary Islands require full payment upfront. We chose deposits so travelers can book ahead with less money down.
What The Deposit Covers.
The deposit holds your place. It is part of the total price, not an extra fee. It does not cover the full cost of a no-show, and it does not cover damage. See the Terms, section 17, for the difference between a booking deposit, a security deposit and damage liability.
The Most Common Misunderstanding.
Some clients believe that because they only paid a deposit, they cannot owe more if they cancel late or do not show up. See ei toimi nii. Other companies take full payment upfront for exactly this reason. Club Canary made it easier with deposits, but the responsibility for the full booking stays with you if you do not cancel in time.
Full Payment Upfront.
Sometimes full payment is required: last-minute bookings, direct arrivals without pickup, private trips, special events, large groups, custom agreements, and any case where the risk to us or the partner is too high. This is always stated in writing before you pay.
Erinevad Reeglid Erineva Suurusega Gruppidele
Small Groups, 2 To 6 People.
Treated as standard bookings. The deadline, deposit and refund rules on the activity page apply.
Mid-Size Groups, 7 To 15 People.
Many activities have stricter deadlines and partial refunds for groups of 7 or more, because the operator cannot resell those places in time. The rules are on the booking page.
Large Groups, 15 Or More.
Handled through a written agreement or short contract. See our corporate and team building page.
Guest Count Is Fixed.
The number of guests on the booking is the number of guests on the activity. Tell us in writing before the day if it changes. Extra guests are not guaranteed a place. Where the booked number was accommodated, guests beyond that number who cannot join are not a reason for a refund. Fewer guests inside the late window are still charged.
What You Get When We Or The Partner Cannot Deliver
Sometimes a partner double books, a vehicle breaks down, a boat has a technical problem or a guide falls ill. It is rare, and it is handled fast.
The Complete Remedy.
If the operator cancels, overbooks or cannot run the activity, you receive a full refund of all amounts paid to Club Canary, or an alternative date or activity with any price difference refunded. You choose. This is the complete remedy.
Liability Cap.
To the extent permitted by law, Club Canary's total liability for any booking is limited to the amount paid to Club Canary for that booking. Flights, accommodation, transfers, lost holiday days and other indirect costs are not covered, whatever the reason. This does not exclude liability that cannot be excluded by law.
If you believe you have a claim for additional costs caused directly by a failure on our side, send a written claim with documents to legal@clubcanary.com. The Terms, section 08, explain how. Extra compensation is never automatic, and damages must be proven and caused by the failure.
When Standard Rules Do Not Apply
Some bookings have their own rules because of the nature of the service: stricter cancellation, separate contracts or full payment upfront. Partial refunds may still be possible depending on the situation.
Karneval, Uusaasta Ja Tähtsad Pühad
Limited capacity, heavy preparation, one-off dates. Stricter rules, refunds often partial. Seats are allocated in booking order and cannot be created when sold out. Conditions on each event page.
Eralennukite Tšarterlennud
Always a separate signed contract. Aviation operators set strict cancellation rules, passed on to you in writing before payment.
Ettevõtte Väljasõidud Ja Meeskonnatöö Arendamise Tegevused
Bespoke agreements by email or short contract, with deposit, deadlines and refund options set per project. See our meeskonnatöö leht.
Filmi- Ja Produktsioonilogistika
Bespoke contracts with deposits and specific cancellation terms per booking of equipment, crew and locations.
Superautode Ja Luksussõidukite Rent
Signed rental contracts with mileage, security deposit and damage terms. Cancellation set per vehicle.
Private Boats, Yachts And Venue Buyouts
Full payment or a large deposit upfront, short cancellation windows. A private boat is booked for a stated number of guests up to its licensed capacity. The crew applies the licence. Guests who leave the boat early, or choose not to board, are not refunded for the unused part.
Cruise Shore Excursions
Planned around the ship's schedule with a time buffer. If the ship skips the port, you are refunded what you paid to Club Canary. Missed ship costs are assessed on the facts and are what travel insurance is for. See the Terms, section 30.
When A Last-Minute Booking Cannot Be Refunded.
If you book a private boat, custom experience or exclusive service for the next day and cancel a few hours later, a refund is usually not possible. By then the crew is briefed, the equipment prepared, the shopping done and other bookings declined. The activity has effectively started before the day.
Tagasimaksetingimused The Canary Club Liikmetele
Liikmed The Canary Club book a wide range of experiences. Each booking follows the cancellation rules of the specific activity, venue or operator, like any other client.
Restaurants Are Paid On The Day.
For most restaurant bookings the bill is paid by the member on the day, directly to the restaurant. Club Canary reserves the table under our name to secure it and the right treatment.
Clubs And Premium Venues Paid Upfront.
For nightclub access, premium tables and beach clubs with fixed pricing, Club Canary may pay upfront and send a payment link. These follow the venue's own cancellation rule.
Reputation Matters.
When we book a table or venue for a member, our name is behind it. Repeated last-minute cancellations or no-shows damage our standing with those partners and lead to a membership review.
The Biggest Source Of Refund Disputes
Most refund problems come from no-shows, late arrivals and groups that walk off. This section explains exactly how it works and why we cannot refund.
What Counts As A No-Show.
Not arriving at the meeting point on time, not attending without cancelling in time, or arriving too late to join. Common cases: oversleeping, missing the pickup, the wrong meeting point, traffic, parking, last-minute illness without a certificate, or forgetting.
Why The Deposit Is Not Enough.
When a confirmed booking does not attend, the partner still invoices Club Canary for the reserved places. Their staff, fuel, equipment and time do not disappear because the client did not arrive. The balance you did not pay is still owed, as shown on the activity page.
The Most Important Sentence On This Page.
Kui te tasuta tühistamise aken ei tühista, vastutate siiski kogu broneeringu summa eest, isegi kui olete tasunud ainult ettemaksu. Ettemaks on teie kohustus, mitte teie võlgnevuse ülempiir.
Late Arrival.
Activities run on tight schedules with other guests on board. If you arrive after departure, it counts as a no-show. Arrive at least 15 minutes early, or 30 minutes where the activity page says so. Traffic and parking are not valid reasons.
Wrong Meeting Point.
Going to the wrong location is treated as missing the activity. Double-check your ticket. If anything is unclear, message us before the day and we confirm the exact point.
Leaving Early Or Not Boarding.
Guests who leave an activity before it ends, or choose not to board a boat or vehicle that is ready for them, are not refunded for the unused part. Once the activity has started, or the group has decided not to board, the booking is used. A group that walks off because extra, unbooked guests could not join has used its booking. See section 05.
Miks Club Canary Kaudu Broneerimine Pakub Teile Rohkem Kaitset
Broneerimine Club Canary Kaudu
- A written cancellation policy on every booking, and a deposit instead of full payment upfront on most activities.
- A real human team that negotiates fair middle-way solutions with the partner when something real happens.
- Free written documentation for your insurance claim when an activity is cancelled.
Broneerimine Mujal
- Hotel desks and street kiosks often have no written policy and no record if things go wrong.
- Global platforms usually take full payment upfront and resolve disputes with automated support.
- Many small operators simply refuse refunds and dispute everything.
The Club Canary Middle Way.
When something real happens, like an accident, illness, getting lost or a family emergency, we try to find a fair solution. We cannot perform magic, because the partner still needs to be paid. But we can negotiate a partial waiver, offer a reschedule, or credit part of the amount toward another booking. That is not something you get from a street kiosk or a platform that already has your full payment.
What Happens With An Unpaid Balance
It Is The Same As Walking Out Of A Restaurant.
If you order a full meal and walk out without paying, the restaurant still owes its staff and suppliers. A no-show on a confirmed booking creates the same situation for us and our partner, who has already invoiced us for your places.
How We Handle It.
An unpaid balance is recorded as a debt. It is documented with the booking, the accepted terms, the message history, the ticket and the partner's invoice. Where justified, it is passed to our legal advisers or a debt recovery service. Payment providers are informed where a dispute is involved.
Communication.
When a payment dispute escalates, communication moves from WhatsApp and live chat to email only, at legal@clubcanary.com. Cases are documented with timestamps, messages, payment records and, where available, partner records from the day.
Our Goal Is Always A Fair Solution.
We escalate only when a client refuses to communicate or refuses to settle a clearly owed balance. Most situations are resolved with one honest conversation.
When Weather Cancels An Activity
Only When Conditions Are Unsafe.
Activities are cancelled for weather only when conditions are unsafe. The operator or captain decides, based on wind, sea state and safety regulations. Not Club Canary, not the guests.
Clouds Are Not Weather.
Clouds, a less perfect sky, limited visibility, a cooler day or wind that is not dangerous are not safety reasons. If the operator runs the activity, it goes ahead and no refund applies. This applies to stargazing, boat trips, whale watching, paragliding and everything else. Free cancellation is available until the deadline on the booking page: check the forecast before that deadline, not after the tour.
If Weather Cancels Your Activity.
You choose: reschedule during your stay, switch to another available activity, or receive a refund of what you paid to Club Canary. Options depend on the operator and the notice available.
Rescheduled Dates.
If you reschedule as a favour and then cancel the new date, the deposit is normally non-refundable. A reschedule is goodwill and does not reset your free cancellation window.
Tagasimakse Kaalumine Tõendatud Meditsiiniliste Olukordade Korral
Club Canary may consider a refund when a verifiable medical emergency prevents participation. Strict conditions apply, because medical excuses are sometimes used to avoid no-show fees.
- An official medical certificate from a hospital or licensed medical facility on the same island as the activity.
- The certificate states that you are medically unfit for the booked activity.
- It is issued within 24 hours of the scheduled activity time.
- The refund applies only to the person named on the certificate. Others on the booking follow the standard rules.
Travel insurance is the right way to cover most medical situations. We provide the documentation your insurer needs.
Teatage Probleemidest Kiiresti
Same Method As The Original Payment.
Approved refunds go back the same way you paid. Card to the same card, PayPal to PayPal, office payments by the same method where possible. If the original card has expired, we refund by bank transfer.
More Than One Card.
When you paid with more than one card, we refund to the card used for the most recent or largest payment, unless you tell us otherwise within 24 hours of our refund confirmation.
Timing.
Most refunds show within 5 to 10 working days. Some banks take the full 10 working days, and we cannot speed up your bank.
Pending Authorisations Are Not Refunds.
When a booking is not approved, a card authorisation simply expires and the money is never taken. You do not see a refund because no payment was completed. Apple Pay, Google Pay, Wero and Bancontact capture instantly and are refunded instead.
Report Issues On The Day, And In Writing Within 48 Hours
If something goes wrong during your activity, raise it with the operator on the day. They can offer a solution on the spot. If a partial refund or compensation is accepted on site, the matter is resolved and no further claim can be made through Club Canary later.
- Refund requests and formal complaints are submitted in writing within 48 hours of the scheduled activity time.
- Write from the email address or phone number used for the booking, with your order number, so we can match it to your order.
- Complaints raised for the first time after the activity, without having been reported to the operator on the day, are reviewed as goodwill only.
- Issues reported later than 48 hours are usually not considered, because we can no longer investigate with the operator while details are fresh.
Personal dissatisfaction, such as a quiet crew member, a less sunny day or a boat that felt full while within its licensed capacity, is not a failure to deliver and is not a refund reason. A safety violation or a service not delivered is, and we investigate it.
Mis Juhtub, Kui Algatate Vaidluse
By booking, you confirm that you have read and accepted the cancellation rules of your activity and this policy. If a card or PayPal dispute is opened despite these agreed terms, we provide the payment provider with the full booking record, the accepted terms, timestamps, ticket delivery and the message history.
Contact us first. Most situations are resolved faster through direct conversation than through a dispute. If you genuinely believe a refund is owed, send us a message and we review it honestly.
Goodwill Is Full And Final.
A goodwill payment is offered in full and final settlement. By accepting it in writing you confirm that no further claim will be made by any means, including a card dispute. A dispute opened after a settlement is treated as a breach and the settlement is reclaimed.
Chargebacks On Delivered Bookings.
A dispute opened on a confirmed and delivered booking with no genuine grounds is treated as a fraudulent chargeback. The evidence is shared with the payment provider and, where required, with the relevant authorities. Theme park and event tickets with QR codes are delivered instantly and cannot be returned; see the Terms, section 16, on payment verification.
See Poliitika On Loodud Ausatele Reisijatele
Club Canary is known for being flexible, fair and helpful. Most guests have a smooth experience and never read this page. The rules above exist for the few cases where things go wrong, and to protect the partners who reserve real time, staff and equipment for every booking we send them.
Our Best Price Guarantee and our curated catalogue depend on strong relationships with trusted local operators. Those relationships only survive when no-shows are handled responsibly. We take that seriously, and we ask our guests to do the same.
A Direct Word.
Claims built on false statements, demands without grounds, or pressure on our team are documented and, where required, reported to payment providers and pursued through our legal advisers. Honest travelers never notice any of this. They just get helped.
For the full legal framework see our Üldtingimused ja meie Privaatsuspoliitika.
Kihez Forduljon A Club Canarynál
Use the right address and we answer faster. Most situations are resolved quickly through direct communication.
Questions Before You Book?
If anything on this page is unclear, contact Club Canary before you confirm. We always explain the exact cancellation rules of your activity in writing.
📧 Contact The Club Canary Team
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