Tingimused

Phone, WhatsApp And Chat Are Guidance. The Booking Page Is The Agreement.

Club Canary handles hundreds of activities across six islands, with many partners and a team of six to eight agents. Telephone calls, WhatsApp, live chat and social media messages are there to help you. They are not the contract.

Special agreements, changes, discounts and promises only exist when they are written in your booking confirmation or in an email from an @clubcanary.com address. A claim that "someone said so on the phone" is not something we can act on. This protects you as much as us: what is written cannot be forgotten by the next agent on shift.

Club Canary, The Operator, You, And Your Insurance

Four parties are involved in every booking. Knowing who is responsible for what answers most questions before they start.

Club Canary Is Responsible For.

• Describing each activity honestly, with the partner's photos, description, capacity and price.
• Registering your booking with a licensed operator and confirming it in writing.
• Checking that our partners hold the required licences and insurance.
• Giving you the meeting point, timing and rules on your ticket.
• Real human support every day from 08:00 to 22:00, before and during your trip.
• Refunding what you paid us when we, or the operator, cannot deliver the activity.

The Operator Is Responsible For.

• Running the activity on the day: the vehicle, the boat, the crew, the guide, the equipment.
• Safety decisions, the weather call, the route and the pace.
• Deciding who boards and whether the activity runs. Their decision is final.
• Any photo or video package they sell you directly on the day.

You Are Responsible For.

• Reading the activity page before booking: photos, location, duration, what is included, the rules.
• Giving correct names, contact details and number of guests.
• Being at the right meeting point on time, with the right people.
• Following the safety briefing and the instructions of the crew or guide.
• Your own behaviour, and any damage you cause by ignoring instructions.

Your Travel Insurance Is For.

• Medical emergencies, accidents, illness before or during the trip.
• Missed connections, missed cruise departures, extra nights and flights.
• Losses that a tour booking does not refund. See section 10.

Personal Dissatisfaction Is Not A Failure To Deliver.

We take genuine complaints seriously, especially about safety or hygiene. But a crew member who was not very chatty, weather that was less sunny than hoped, or a boat that felt full while operating within its licensed capacity, is not a failure to deliver the service. If a boat is licensed for 24 guests and the operator respects that limit and the safety rules, 24 guests on board is the product you booked. If the agreed service was not delivered, or a safety rule was broken, that is a different situation and we investigate it.

Information Provided By Our Partners.

Club Canary is a travel agency and booking intermediary. Much of the information on our pages, such as itineraries, equipment, refreshments, menus and timings, comes directly from the operator. We make reasonable efforts to verify it and keep it updated, and we never knowingly advertise something that cannot be delivered. Occasionally an operator changes a detail without telling us first. If we learn of a significant change before your activity, we tell you and explain your options. You keep your legal rights if the delivered service materially differs from what you booked.

Minor Changes Are Not A Failure.

Excursions run in the real world. Minor changes can happen: a different sandwich filling of comparable quality, a different drink brand, another model of jet ski or quad of the same class, a route adjusted for the sea, a timing moved by a few minutes. Such minor differences are not a substantial failure to provide the service and do not justify a refund when the essential experience was delivered as agreed. Confirmed dietary requirements, food allergies, accessibility arrangements, safety obligations and explicitly guaranteed services are always respected. Material differences are assessed individually under your legal rights.

Your Full Remedy, And What We Do Not Cover

Sometimes a partner cannot deliver. A double booking, a scheduling error, a broken vehicle, a crew member who fell ill. It is rare, and when it happens we fix it fast.

Why this rule is fair: a tour booked for 80€ cannot carry the cost of a 3,000€ holiday. Your flights and hotel were booked for your holiday, not for one activity, and one cancelled activity did not cause them. Damages must be proven and caused by the failure. If you believe you have such a claim, section 08 explains how to submit it.

The Video Inspires. The Activity Page Describes What You Buy.

We post videos and photos from many different experiences on Instagram, TikTok, Facebook and YouTube. A video shows one specific excursion on one specific day. It does not represent every activity in that category.

Before you book, check the exact product: photos, departure point, duration, itinerary, description and rules. Not sure which trip you saw in a video? Send it to us on WhatsApp and we tell you. We make sure our videos are accurate and not misleading, and you make sure you read the page of the trip you book. Refund requests based on a video of a different activity are not accepted.

The Booked Number Is The Number

Capacity And The Crew's Decision.

Licensed capacity is set by the maritime or tourism authority, not by Club Canary and not by the guests. The crew or guide decides who boards and whether the activity runs. Their decision is final. A private boat is booked for a stated number of guests up to its licensed capacity. If you booked 20 and 23 arrive, the crew applies the licence. The 20 who were booked have their trip. The extra 3 may not board, and that is not a refund reason for anyone.

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. Walking off because the group did not get its way is a choice, not a cancellation by the operator.

Kui Te Ei Ilmu Oma Broneeringule

If you do not arrive at the meeting point on time, do not attend without cancelling in time, or arrive too late to join, your booking is a no-show. Common cases: oversleeping, missing the pickup, going to the wrong meeting point, traffic, parking, last-minute illness without a medical certificate, or forgetting.

If The Balance Is Not Paid.

If a client refuses to pay a balance owed after a confirmed booking, the balance is recorded as an unpaid debt. It is documented with the booking, the accepted terms, the messages and the partner's invoice, and may be passed to our legal advisers or a debt recovery service. From that point communication is by email only, through legal@clubcanary.com.

Late arrival counts as a no-show when the activity has already departed. Arrive at least 15 minutes early, or 30 minutes when the activity page says so. Full details are in our Tagasimaksepoliitika.

Tell The Operator On The Day. Write To Us Within 48 Hours.

If something is wrong during your activity, say it to the operator on the spot. They can fix most things right there: a different seat, a replacement jet ski, a missing item, a changed pickup. A problem reported on the day is a problem that can be solved.

• Raise it with the operator on the day.
• Send it to Club Canary in writing within 48 tundi of the activity start time, by email to office@clubcanary.com or on WhatsApp.
• Write from the email address or phone number used for the booking, so we can match it to your order.
• Include the order number, what happened, when, and what you would like us to do.

Complaints raised for the first time days after the activity, without having been reported to the operator on the day, are reviewed as goodwill only. We cannot investigate with the crew what nobody mentioned at the time. A message sent after the holiday, listing everything that was not perfect, is not a refund claim. It is feedback, and we read it as such.

If a solution, partial refund or compensation is accepted on the spot with the operator, the matter is resolved and no further claim can be made through Club Canary later.

How We Assess A Complaint.

Every complaint is considered fairly and individually. We distinguish between four situations.

• A booking error, inaccurate information or service failure caused by Club Canary. We fix it and refund or compensate as the law requires.
• An operational problem during an activity run by an independent operator. We investigate with the operator and pass on their answer and any remedy.
• A minor difference that does not materially affect the experience. Not a refund reason. See section 02.
• A significant failure to deliver an expressly advertised or confirmed service. A price reduction, partial refund or other remedy, as the law requires.

Extra Compensation Is Never Automatic

If a refund is due, we refund it. Fast and in full. What we do not do is pay more than the booking because a client demands it. "You ruined my holiday, pay my flights" is a demand, not a claim.

How To Submit A Claim For Additional Costs.

• Send a formal written claim to legal@clubcanary.com, from the booking email address.
• Explain clearly what went wrong and why Club Canary, not the operator or the weather, is responsible.
• Attach supporting documents: invoices, receipts, booking confirmations, dates.
• Show that the cost was caused by the failure, not by the holiday itself.

We assess every written claim against these terms, our actual responsibilities and applicable law, and we answer in writing. Claims without documents, claims sent as WhatsApp voice notes, and claims that grow with every message are not assessed. Nothing here removes a right that consumer law gives you. It only sets out how a claim is made and that it must be proven.

A Settlement Closes The Matter

Sometimes we offer a partial refund, a discount, a voucher or another solution as a goodwill gesture, even when the terms do not require it. We do this because we like fair solutions. We document it in writing so that it stays fair.

Before we pay, we ask you to reply "Accepted" by email to the written settlement. The email explains exactly what is being resolved. This does not stop you from leaving an honest review, and it does not waive rights that cannot legally be waived. It stops the same financial claim from being reopened again and again.

When There Is No Solution.

When a service is genuinely unavailable, for example a seating category that sold out, we cannot create capacity. We respect genuine accessibility needs and always look for an alternative. When none exists, we cancel the booking, refund in full, and say so clearly. After our final written answer, repetitive conversations about the same unavailable service are closed. You can still submit a formal complaint or exercise your legal rights.

Why We Strongly Recommend Travel Insurance

Unexpected things happen on holiday. Bad weather cancels a boat. A flight is delayed. Someone gets ill. A road is closed. A tour booking refunds the tour. It does not refund the rest of your holiday. That is what travel insurance is for.

What Travel Insurance Can Cover, Depending On Your Policy.

• Cancelled excursions due to weather, illness or transport disruption.
• Missed connections, including missed cruise departures after a shore excursion.
• Medical emergencies and accidents during an activity.
• Extra travel costs caused by unforeseen circumstances.
• Non-refundable deposits when you cannot travel.

How Club Canary Helps With A Claim.

If an activity is cancelled or something goes wrong, we provide written confirmation of what happened, why, and whether a refund was issued. You send that to your insurer. We do this for free and quickly.

Coverage depends on your individual policy. Not every situation is insured, and insurance does not replace Club Canary's own legal responsibilities. Please check your policy before you travel, especially for adventure activities such as jet ski, quad, buggy and diving, and for cruise shore excursions. Declare medical conditions to your insurer, or a claim can be refused.

Complaints Are Welcome. Threats Are Not.

Our team are people. They deserve to be treated with respect, and so do you. We welcome complaints, questions and constructive criticism. We have zero tolerance for threats, harassment, discrimination, intimidation and abuse, in any channel, in person or online.

Behaviour That Ends A Goodwill Review.

• Threatening negative reviews or social media posts to pressure a refund.
• Threatening to publish private chats or staff details to damage Club Canary or its team.
• Threats, insults or intimidation by phone, chat, WhatsApp, email or in person.
• Unwelcome visits to our office, or refusing to leave when asked.
• Stalking or harassing Club Canary staff or partners.
• False statements to obtain a refund, for example claiming an activity did not happen when the operator's records show it did.

Refusing Future Bookings.

Club Canary may decline future bookings from clients with documented abusive, threatening, fraudulent or seriously inappropriate behaviour towards our team or partners, where legally permitted. These decisions are based on documented behaviour, never on nationality, race, religion, disability, age or any other personal characteristic. The same applies to the other people on such a booking.

Kuidas Club Canary Broneering Toimib

Broneeringu Peamine Nimi.

Club Canary deals only with the lead booking name for all correspondence, changes and cancellations. You must be 18 or older at the time of booking and have the authority to book for everyone in your party.

Your Information.

You are responsible for the accuracy of the names, contact details and number of guests on the booking, and for passing all instructions to everyone joining the activity: meeting point, time, rules and changes.

Number Of Guests.

The number of guests on your booking is the number of guests on the activity. Changes must be sent in writing before the activity day. Extra guests are not guaranteed a place. See section 05.

Solo Travellers.

Some activities carry a solo traveller supplement. One guest can cost more per person than two guests, because transport, guide and administration costs do not halve for one person. The supplement is always shown before payment.

Operator Rules, Health And Restrictions.

You and your party accept the operator's terms, safety instructions and restrictions. Declare any health problem, medical condition, pregnancy or mobility issue that could prevent participation or create a risk. Some activities have limits on age, weight, height or health. They exist for safety. If an activity does not say it is suitable for less mobile guests, it is not.

Alaealised.

Anyone under 18 joins with an adult. Some activities allow minors to drive or take part with written parent permission, subject to the operator's rules on the activity page.

Kinnitus.

Your booking is confirmed by a digital ticket sent to the email address you provide. If you do not receive it, check your spam folder and contact us immediately. Personal data is handled under our Privaatsuspoliitika.

Kuidas Club Canary Hinnad Toimivad

Prices on clubcanary.com are correct at the time of publication and may be updated. The price confirmed at the moment of booking is the price you pay.

Kaasas.

• Every service listed in your booking confirmation.
• IGIC, the indirect general tax of the Canary Islands, where applicable.

Not Included.

• Anything not listed in the booking confirmation, such as optional photo packages, drinks, tips or pickup supplements shown on the activity page.
• Transaction or processing costs on very large bookings, corporate outings or custom contracts processed outside the website. These are always explained in writing before payment.

Solo Supplement.

Where an activity has a solo traveller supplement, it is shown on the activity page and in the checkout before you pay. See section 12.

Only Written Prices Count.

A price mentioned by phone, WhatsApp, chat or social media is guidance. The only binding prices are the price on clubcanary.com at the moment of booking and a price confirmed by email from an @clubcanary.com address. See section 01.

Club Canary Parima Hinna Garantii

If you find the same experience for a lower price elsewhere under the same conditions, we refund the difference.

Conditions.

• The experience is identical: date, duration, itinerary, operator, language, service and included features.
• The lower price is public and verifiable through a valid website link or official brochure.
• Proof is sent at least 48 hours before the activity start time.
• The comparison is within the same calendar week, Monday to Sunday.
• The offer is not part of a package deal, member price or special promotion.
• The provider is a licensed, legal operator in the Canary Islands.

Club Canary verifies every claim before approving a price match.

The Same Terms Apply, However You Book

Not everyone books through the website checkout. Sometimes our team creates a booking for you, sends a payment link, or arranges a change by email. Booking with personal help does not mean these terms do not apply. It means we made it easier for you.

How You Accept The Terms.

• Website bookings. You accept the terms in the checkout before paying.
• Book now, pay later. You accept the terms when you submit the booking request, even if payment happens later.
• WhatsApp and email bookings. We send you the link to these terms and the cancellation rules of the activity, and ask you to confirm your acceptance in writing before we book.
• Payment links. The link or the message with it refers to these terms. Paying the link is your acceptance.
• Bookings made by our agents on your behalf. We book only with your written authorisation and keep that message with your order.

An earlier booking with us shows you know our terms, but every new reservation accepts the version of the terms published at the time of that booking. We keep the booking records, messages and the version of the terms that applied, so both sides can check what was agreed.

How We Protect Payments, Tickets And Honest Cardholders

Instant tickets with QR codes, such as theme park entries, are attractive to people using stolen cards. We screen payments, but fraud cannot always be detected before a ticket is issued. These rules protect legitimate cardholders, our partners and Club Canary.

Our Right To Verify A Booking.

When a booking looks unusual, for example the card country does not match the booking, repeated failed payments, or signals from our payment providers, Club Canary may ask you to confirm the booking, verify your identity through a secure process, or complete additional payment verification such as 3D Secure. Until a suspicious booking is verified, we may hold ticket delivery. If we cannot reasonably verify it, we may cancel and refund the booking. This is not to make booking difficult. It is to keep fraud out.

Pending Authorisations.

Most card and PayPal payments are authorised first and captured only when our team confirms availability. If the booking cannot be confirmed, the authorisation is released and the money is never taken. Apple Pay, Google Pay, Wero and Bancontact capture instantly and are refunded instead. This is noted at checkout.

Think you are owed a refund? Message us first. Most situations are solved in one honest conversation, far faster than a dispute. If you suspect your own card or account was used without your permission, tell us at once and we help you and your bank.

Three Different Things With The Same Word

Clients sometimes assume that the deposit they paid covers any damage they cause. It does not. Three different things are called a deposit.

• Booking deposit. The part of the price you pay online to reserve. It is part of the total price. It holds your place. It does not cover damage, and it is not a cap on what you owe if you do not show up.
• Security deposit. An amount some operators block on a card or take in cash on the day for rentals such as boats, cars, quads or jet skis. It is returned when the equipment comes back undamaged.
• Damage liability. The real cost of damage caused by misuse or by ignoring instructions. It can exceed the security deposit.

If Damage Happens.

Where a guest damages a rented quad, jet ski, boat, vehicle or equipment through misuse, negligence or ignoring the briefing, the guest may be responsible for the reasonable and documented repair cost under the operator's rental agreement, the booking conditions and applicable law. The operator documents the damage with photos and an invoice, informs you in writing, and you may dispute the claim in writing. If a documented claim is refused, it may be passed to legal advisers or a recovery service. Normal wear and tear, and damage not caused by you, is never charged to you.

Changes And Cancellations From Our Side

Changes.

Activity timings on the website can change. Your ticket shows the latest planned timing, and the time on your ticket or in a written message from Club Canary is the one that counts. We tell you about important changes as soon as we know them.

If Club Canary Or The Operator Cancels.

If we cancel for operational reasons, for example not enough bookings, or if the operator cannot deliver the activity, including an overbooking or scheduling error on the operator's side, you choose between a full refund of all amounts paid to Club Canary, or an alternative activity or date of similar standard, with any price difference refunded. This is the complete remedy. See section 03.

If You Accept An Alternative.

The same terms apply to the new booking. If the alternative is cheaper, we refund the difference. Once an alternative is accepted, the original booking is closed.

Weather, Safety And Force Majeure

Weather And Sea Conditions.

The operator decides on weather and safety, not Club Canary and not the guests. Activities are cancelled only when conditions are unsafe. Clouds, a less perfect sky, wind that is not dangerous, or a cooler day are not safety reasons. If the operator runs the activity, it goes ahead and no refund applies. If the operator cancels for safety, you reschedule or receive a refund of what you paid to Club Canary.

Force Majeure.

Club Canary is not liable for disruption caused by events outside our control: war, civil unrest, terrorism, strikes, natural disasters, fires, extreme weather, epidemics, pandemics, closed ports or airports, and failures of public infrastructure. These events do not in themselves create a right to a refund. We review each case and offer a refund, a new date or an alternative where reasonable. The rest is what travel insurance is for. See section 10.

How Cancellations Work

Club Canary is known for being flexible. Most activities offer free cancellation between 24 and 72 hours before the start. The exact rule for each activity is on its page, and you confirm you have read it when you book.

General Tiers.

• Rohkem kui 72 tundi enne. Normally free cancellation and a full refund of the deposit.
• 24–72 tundi enne. The deposit is usually non-refundable.
• Vähem kui 24 tundi enne. A late cancellation fee may apply on top of the lost deposit, as shown on the activity page.

The tiers count from the activity start time. The time we receive your written cancellation is what counts. 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.

Date Changes.

A date change agreed as a favour outside the free cancellation window does not reset your cancellation window. If the new date is cancelled for reasons beyond our control, we try to offer another option, but the deposit is not guaranteed.

Goodwill Is Final.

Any goodwill payment is offered in full and final settlement. Accepting it closes the matter. A card dispute opened afterwards is a breach of this agreement. See section 09. Full details, including medical cases and how refunds are paid, are in our Tagasimaksepoliitika.

How We Handle Short-Notice Bookings

Club Canary works with around 200 vetted partners across the islands. Many are small local operators who manage availability by phone or in their own systems. Their availability changes by the minute and is not always online in real time.

Prefer certainty before paying? Message us on WhatsApp or live chat first. That is the right choice if an unavailable booking would upset you. Where a booking note on the activity page was ignored, for example a stated minimum booking notice, Club Canary may offer a partial refund or credit instead of a full refund.

Kuidas Pealevõtmisteenus Töötab

Many activities include pickup. The pickup zone depends on the island and the activity, and is shown on the activity page. When pickup is included, drop-off is included too, unless stated otherwise. Some activities use fixed meeting points near your hotel rather than the hotel door.

Standard Pickup Zones.

• Tenerife lõuna. Los Cristianos, Playa de las Américas, Costa Adeje, La Caleta and Playa Paraíso. Some activities add Los Gigantes, San Miguel, El Médano or Puerto de la Cruz for a supplement.
• Gran Canaria. Maspalomas, Playa del Inglés, Puerto Rico, Meloneras and the main southern zones. Puerto de Mogán or Las Palmas sometimes for a supplement.
• Lanzarote. Puerto del Carmen, Playa Blanca and Costa Teguise.
• Fuerteventura. Corralejo, Caleta de Fuste, Costa Calma, Jandía and Morro Jable, depending on the activity.
• La Palma, La Gomera and Madeira. Normally from the port or the capital area, confirmed in writing per activity.

Why Pickup Has Limits.

Group activities follow tight routes. Adding a remote hotel adds 20 or 30 minutes for everyone on board. Hotels off the main route, such as the Ritz-Carlton Abama in Tenerife, are not in the standard pickup. You take a taxi to the nearest point, pay a supplement where the activity allows it, or book a private trip with full pickup flexibility. Canary Club members and private bookings are collected from any hotel, villa, harbour or airport.

Responsibility.

Cancelling because your accommodation is outside the pickup zone is not a refund reason. The pickup is operated by the partner. We give you the time and point on your ticket; you are responsible for being ready at that time, at that point. If pickup fails on the operator's side, we help you reach the activity and may offer taxi compensation, without obligation.

Ausad Märkused Mõnede Meie Pakutavate Tegevuste Kohta

Some activities we list because clients keep asking for them, not because we think they are the best choice. When that is the case, the activity text says so. Examples: quad rentals without a guide, wakeboarding, and large crowded day trips where a small group would be better.

If you book an activity that carries an honest note, you confirm you have read it and accepted the trade-off. Refund claims based on something we already warned about in the listing are not accepted. When we advise a smaller group, a private upgrade or a different format, that advice comes from real client experience. Ignoring it is your choice.

Tingimused Eralennukite Broneeringutele

Eraisiku lennukite tellimine läbi Club Canary eralennukiteenus are always covered by a separate signed contract. We do not own or operate aircraft. We coordinate with licensed aviation operators, whose cancellation conditions we pass on in writing before payment. Full payment is normally required upfront. Refunds depend entirely on the operator's policy. Insurance covering private aviation is strongly recommended.

Kohandatud Broneeringud Oma Lepingutega

Corporate outings, film and streaming productions, and team building events are handled through written agreements or short signed contracts. Each project has its own deposit, payment schedule, cancellation deadline and refund options, agreed before work starts. See our corporate and team building page. The signed agreement always takes priority over this page.

Erinevad Reeglid Erineva Suurusega Gruppidele

Small Groups, 2 To 6 People.

Treated as standard bookings. The cancellation deadline, deposit and refund rules of 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. These rules are on the activity page.

Large Groups, 15 Or More.

Handled through a written agreement or short contract. This page is the baseline; the written agreement takes priority.

Rangemad Reeglid Eriürituste Jaoks

Events with limited capacity, heavy preparation and one-off scheduling have stricter cancellation conditions: Carnival in Santa Cruz de Tenerife, New Year's Eve, Christmas events, festivals and similar occasions. Refunds for these events are usually partial, even when you cancel before the standard free window. The conditions are shown on each event page, and by booking you accept them.

Seats, chairs and categories for these events are allocated in booking order and are limited. When a category sells out or an allocation changes, we offer an alternative or cancel and refund in full. We cannot create extra capacity, whatever the personal circumstances. See section 09.

Multi-Activity Packages

Club Canary offers packages that combine several experiences at a bundle price. Inside a package, each activity keeps its own cancellation policy, shown or linked on the package page.

Shore Excursions: Back To The Ship, And What We Can Promise

Club Canary offers shore excursions for cruise guests in the Canary Islands and, as part of those cruise packages, in Madeira. These are hand-picked experiences that most cruise guests would not find on their own. Offering something special also means being clear about the logistics.

Madeira, Only As Part Of Our Cruise Packages.

Club Canary is a Canary Islands company and the Canary Islands are our focus. Our activities in Madeira are intended for cruise guests booking excursions as part of a package that includes Canary Islands ports. We are not a general excursion provider in Madeira.

Back To The Ship On Time.

Every cruise excursion is planned around the ship's schedule, with a time buffer before departure. We choose partners who know the ports, and we expect them to follow the agreed timings and do everything reasonable to return you on time. What nobody can guarantee is that nothing unexpected ever happens: a serious traffic accident, a road closure, a vehicle breakdown, extreme weather, a medical emergency in the group. The excursions are run by independent operators, and Club Canary does not control every road or driving decision on the day.

Travel Insurance For Cruise Guests.

We strongly recommend travel insurance that specifically covers missed cruise departures and independent shore excursions. Not every policy does. Check yours before you sail. If something happens, we provide written documentation for your claim.

Several Excursions, Several Days.

Booking excursions in five ports means five separate activities, each with its own small operational risk. The more you book, the more important it is to know the schedule, the return time and your insurance cover for each one. We do not invent percentages, and we do not claim the risk is zero. We plan carefully and tell you the truth.

Ship Changes And Port Cancellations.

If your ship skips a port or changes its hours, tell us as soon as you know. Excursions cancelled because the ship did not call at the port are refunded in full for what you paid to Club Canary.

When We Ask For Identification

For a small number of bookings we need a copy of your passport or ID, only when the authority, the partner or Spanish law requires it. Examples: the Mount Teide matkaluba, government-controlled events, restricted nature reserves and resident discounts. Documents are shared only with the authority or partner that needs them and are not stored after verification. If you prefer not to share ID for a booking that requires it, that booking cannot be confirmed. Drivers on quad, buggy, jet ski and rental activities must bring a valid ID or licence on the day, as stated on the activity page.

Official Channels, And How Our WhatsApp Really Works

Official Channels.

Club Canary communicates through email addresses ending in @clubcanary.com, WhatsAppi älinumber +34 604 10 50 55, the live chat on clubcanary.com, and the telephone number +34 655 87 09 56. Messages from any other domain or number claiming to be us are suspicious. You are responsible for giving correct contact details; if wrong details stop us from reaching you about your booking, the result is not a refund reason.

One Team, Many Agents.

Club Canary does not run a personal WhatsApp account. Messages from WhatsApp, Instagram, Facebook, live chat and email arrive in one professional customer service platform, handled by six to eight agents. Shifts change at 15:00. You may speak with different agents in the same conversation, and a new agent may not have read a very long thread. This is normal and part of a professional system.

WhatsApp Rules Set By Meta.

• Club Canary cannot start a WhatsApp conversation with you. You message us first, with your order number.
• After 24 hours without a reply from you, Meta's rules only allow us to send a pre-approved template message. You then need to reply before a normal conversation can continue.
• You may receive automated or template messages, for example a pickup reminder or a reply request. This is how the platform works, not a choice by Club Canary.
• Booking confirmations, tickets and changes always go by email, which does not have these limits.

Telephone Calls.

Calls are for general information and help. With many activities, islands and partners, an agent may refer to the wrong activity, island, date or price by mistake. Nothing said on a call is a promise. Every important detail, price, special agreement or change must be confirmed in writing, and your written booking confirmation is the reference. See section 01.

For Important Matters, Use Email.

Complaints, disputes, changes to a confirmed booking and anything legally relevant go by email. Email survives shift changes and creates a clear record for both sides.

How Club Canary Uses AI In Support

The website live chat uses an AI assistant trained on Club Canary content, policies and products to give fast first replies. Information from live chat is guidance and is not always 100% accurate. Always check prices, availability and meeting points against the activity page or by email. You can always ask whether you are speaking with a person or with AI, and we tell you the truth. WhatsApp conversations are handled by real people; some quick replies outside shift hours may be automated.

Occasional Emails, Easy To Stop

Club Canary rarely sends campaigns today, and this may increase. Where you gave consent at booking or sign-up, you may occasionally receive emails about major island events, new experiences or useful local information. Every email has a one-click unsubscribe. WhatsApp marketing is sent only through Meta-approved templates to clients who opted in, and replying "stop" ends it. Details are in our Privaatsuspoliitika.

Website Language Versus Activity Language

Clubcanary.com is available in 20 languages so you can browse and book in your own. The website language does not set the language of the activity. Most activities run in English and Spanish, sometimes German, French or Italian, as shown on each activity page. Booking through the Dutch, Polish or Hungarian version of the site does not mean the guide speaks that language. Refund requests based on this assumption are not accepted. Private bookings and Canary Club members can request guides in other languages.

Only Trust Our Official Accounts

These are the only official Club Canary accounts. Any other account claiming to be us is fake. We never collect bookings or payment details through social media messages.

Community Moderation.

We welcome feedback, including criticism, on our channels. Club Canary moderates its social media: we remove offensive, threatening, discriminatory, spam or abusive comments, and we block accounts that repeat it. Comments are public and visible to the platform. Keep booking details, phone numbers and payment information out of public comments.

Adventure Activities Carry Real Risk

Club Canary works with licensed independent operators. Some activities involve more physical effort or higher risk than others: jet ski, quad, buggy, wakeboarding, diving, paragliding and similar adventures. The fact that we list an activity does not mean it is suitable for everyone. Read the restrictions, be honest about your fitness and health, and ask us if in doubt.

On The Day.

• Follow the safety briefing and every instruction from the crew or guide.
• Wear the required equipment: helmet, life jacket, harness, as instructed.
• Respect local laws, speed limits, distances and protected areas.
• No alcohol or drugs before or during the activity. Guests under the influence are refused without refund.

Reckless Behaviour.

A guide or captain who sees behaviour that creates a risk for the group, such as reckless driving, ignoring instructions or refusing equipment, may end the activity for that guest, return to base or remove the guest. No refund is due. Guests may be held responsible for damage and consequences caused by their own negligent or reckless behaviour, where applicable by law. See section 17.

Injury And Liability.

The activity is run by the operator under its own licences, safety standards and insurance. Club Canary is an intermediary and is not responsible for illness, injury or death during an activity caused by the operator, by other guests, by the conditions or by your own actions, to the extent permitted by law. Nothing here excludes liability that cannot be excluded by law. In an emergency you authorise Club Canary to share your details with emergency services, authorities and your declared contact person. Travel insurance that covers adventure activities is the right protection. See section 10.

Who Delivers Your Pictures, And Who To Ask

Many operators offer an optional photo or video package during the activity. In most cases this package is sold and managed directly by the photographer, guide or operator on the day, and the money goes to them. Club Canary is not part of that sale.

• Bought from the operator on the day. The operator is responsible for delivering the photos. Delivery questions go to them. Ask for their contact before you leave the base. We help where we can, but we do not control their editing or delivery schedule.
• Included or sold by Club Canary. When the activity page says photos are included with Club Canary, or you bought them through us, we are responsible for delivery and we sort it.
• Missing photos. Report them within 7 days so the matter can be investigated while the files still exist.

Photos not bought are deleted by the operator under their own data policy. Photos we use on our website come from operators who confirm they have consent from the people shown. If you appear in a photo on our site without consent, tell us and we remove it. Some illustrations may be edited or AI-generated and are marked as impressions; minor visual differences between photos and the real experience are not a refund reason.

Club Canary kollektsioon

Every booking adds a digital collectible card of that experience to your collection, delivered with your e-ticket, at no cost. Some cards can be printed as physical magnetic souvenir cards, and some bookings include a complimentary printed card. The cards are a gift to add a little magic to your holiday. These are the rules that keep it simple.

• Digital cards are included with every booking and stay stored with your order.
• Complimentary printed cards are included only where the activity page or your confirmation says so. Availability is limited and may change.
• Printed cards are produced at our Costa Adeje office on specialised equipment. Printing can be delayed by maintenance or a spare part for that equipment. We tell you when that happens, and a delay is not a reason for compensation.
• Cards are sent by standard post without tracking. Delivery times vary by country, and we cannot trace a standard letter once sent.
• If a complimentary card does not arrive within 6 weeks, contact us. We can offer one replacement for an administration and postage fee of about 5€, where legally permitted. We do not promise unlimited replacements.
• Paid printed cards and custom cards with your own photo follow the price and delivery option chosen at the time of order.

Ownership.

The Club Canary Collection, its name, card designs, artwork, rarity system, packaging and branding are the property of Schijvens Group S.L. The concept and designs are dated and documented. Cards may not be reproduced, imitated or used commercially by anyone else. Personal use and sharing your own cards is of course welcome. See Kogu.

Honest Reviews Help Everyone

We encourage honest feedback, positive or negative. Leave your review on the activity page where you booked, or on Google. Real reviews help future travelers and help us improve.

What We Do With Reviews.

• We reply publicly to reviews with facts, including when the facts differ from the review.
• We may flag for removal reviews that do not relate to a real Club Canary booking, that review a different company, or that contain personal data of staff.
• A review written to pressure a refund is still a review. It does not change the facts of the booking, and it does not open a goodwill review that threats have closed.
• A review about the operator's service is forwarded to the operator. We act on genuine feedback with warnings or by ending partnerships.

Where a refund is approved, Club Canary can only return the amount paid to us. Amounts paid directly to an operator on the day are discussed with that operator.

Where Others Copy, We Create

Club Canary invests heavily in original photography, video, writing, design and product concepts across six islands. The brand, the voice, the page designs, the collectible cards and the texts are ours. This section is not aimed at travelers. It is aimed at businesses that copy.

Photography And Video Licence Tariff.

Images on clubcanary.com are owned by Club Canary or used with the permission of our partners. Unauthorised commercial use is invoiced at the following licence tariff, per item, per use, plus legal costs where applicable.

• Partnerite fotod, hind alates 150€ pildi kohta.
• Algne Club Canary fotod, hind 500€ pildi kohta.
• Originaalvideod Club Canary, hinnaga alates 2 500 € video kohta.

Texts, Designs And Concepts.

Our website texts, product descriptions, blog articles, page designs, comparison formats, collectible card concept and social media content are original work, documented with dated records. Copying them, rewriting them closely, or imitating our brand to confuse customers is treated as copyright infringement and unfair competition under Spanish law. Such cases are documented and pursued through our legal advisers, including formal requests for publication evidence, takedown notices to platforms and hosting providers, and claims for damages and costs.

Fair Use.

Sharing a link to our pages, quoting a short passage with a link, or press coverage is welcome. Partners may use their own photos freely. Ask us for anything else; we often say yes.

What We Share With The Operator, And What We Do Not

Personal data is handled under GDPR and Spanish data protection law, as explained in our Privaatsuspoliitika. One point matters enough to repeat here.

Shared For Your Booking Only.

To deliver your activity, Club Canary shares with the operator only what is needed: the lead name, the number of guests, your phone number, your hotel or pickup point, and relevant notes such as allergies or mobility needs. A guide may call you about a pickup change. That is the purpose.

Mitte nende turunduse jaoks.

Club Canary does not give customer data to operators for their own marketing. A booking through Club Canary is not permission for a partner to send you promotions. Partners must respect data protection rules and need their own legal basis for any marketing of their own. If a partner contacts you for marketing after a Club Canary booking, tell us.

The Club Canary Office In Costa Adeje

Our office is inside Centro Comercial Plaza del Duque in Costa Adeje, Tenerife. It is our only office; we operate across all six islands from here. Visitors are welcome for planning, printing tickets or cards, or meeting the team. Appointments are preferred, especially for a specific language. Walk-ins are welcome during opening hours.

Plaza del Duque has its own security service. Visitors who are disruptive, intoxicated, threatening or abusive are asked to leave, and the shopping centre security and local police are called as standard procedure when needed.

The Legal Framework

Täielik kokkulepe.

These Terms and Conditions, the cancellation rules on the page of your activity, our Tagasimaksepoliitika, meie Privaatsuspoliitika and any signed agreement for special bookings form the entire agreement between you and Club Canary. Nothing said by phone, WhatsApp, chat, social media or in person overrides what is written here or in your booking confirmation.

Records.

In a dispute, both sides may rely on the booking records, the written communication, screenshots, payment confirmations, ticket delivery records, partner documents and the version of these terms accepted at the time of booking. We keep dated copies of every published version.

Eraldatavus.

If any provision is held invalid or unenforceable, the rest of these terms stay in force. A provision that goes further than the law allows applies to the maximum extent the law allows.

Applicable Law And Courts.

These terms are governed by Spanish law as applied in the Canary Islands. For consumers, the competent courts are those determined by applicable consumer protection law, which in the European Union usually includes the courts of the consumer's place of residence. For business clients, the courts of Santa Cruz de Tenerife are competent. Consumers in the EU may also use the European online dispute resolution platform. Nothing in these terms limits rights that consumer law gives you.

Muudatused nendesse tingimustesse.

Club Canary may update these terms for operational, legal or regulatory reasons. The current version, with its date, is always on this page. The version in force on your booking date applies to that booking.