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FAQ Lanzarote

FAQ Lanzarote

Club Canary only takes a deposit for most services with only few exceptions. This is to encourage advance bookings and allow you to easily book several activities at once. However, every activity has their own cancellation policy. You can find this information in every experience description.

When you book your trip, you only pay a deposit. This is described as “Deposit” the deposit serves as a prepayment and is taken from the total amount you have to pay. “Arrival” means the outstanding amount that still needs to be paid. This has to be paid on the day of your activity at the location itself to the tour guide or the reception. Please note some payments on arrival must be made in cash. Therefore, always make sure to check the notes on your order confirmation. If you are still not sure or have doubts about it, our team will be happy to assist you!

All Club Canary’s excursions are covered by our best value guarantee. This means that you can be sure that you will not find the same great value excursion for a lower price anywhere else. If you do, we will refund you the difference!

If you need to cancel your booking, Club Canary will always issue a full refund if the cancellation policy of your experience allows it. You can find this information at the description of every experience. Cancellations made less than 24 hours before are not entitled to refunds.

When you book in advance, you can be sure that you have a spot for the required day. During the holiday period, most of the excursions are fully booked for a few days straight and during the slower season, it will give us enough time to find the minimal amount of people required to make the excursion happen.

If you’re looking for something special, you’ve come to the right place! In addition to excursion programs put together for your group, we also have connections with hotels, restaurants and clubs. Our team will be more than happy to plan something unforgettable for you! This is the perfect option for business groups, school groups, sports groups, bachelor parties and for everyone else that wants to have a good time.

Would you like to have all your activities taken care of before you come to the Canary Islands? Or maybe you want some personal advice or have questions about the excursions? Then you can schedule a free Skype or video call meeting or chat with us via live chat or email.

Club Canary offers you 14 different payment methods including payment in cash, Ideal, Paypal, Credit card, Bancontact, Belfius, KBC/CBC, Bank transfer, EPS, Giropay, ING home, Przelewy24, SOFORT banking and My bank.

When you’re looking for an excursion but can’t find it on our website, please feel free to call us or send us a message. We are updating our offer of excursions frequently and we might have the tour you are looking for ready to put online. We always do our best to provide all the excursions that you are looking for.

If you would like to change the date of your excursions, this is usually not a problem. However, it depends on every activity’s policy. But please contact us to discuss the possibilities.

We always try to keep the schedule up to date but during the busy times it can happen that you have booked a place but the excursion is already fully booked. In this case, the Club Canary team will contact you as soon as possible to find a solution. If a solution is not possible, then the total amount will be refunded. If a date is blocked it means the excursion is not possible on that day. But just to be sure, ask us through our live chat!

As soon as you’ve booked your excursion, our office team will process it and figure out all the details for you. After that, we will forward the ticket to you via WhatsApp or email (please check spam just to be sure). Usually, it goes fast and you can calculate about 15-60 minutes for it during office hours: 7 days a week from 9:00 AM to 22:00 PM. If you made the order outside of the office hours, it may take a bit longer. We will always do our best to check your order as soon as possible and forward your ticket. If you are worried about the progress of your order, please contact us.

If you received your excursion ticket but the information (such as date, time, number of bookings) is incorrect, please contact us immediately. We will correct the ticket as soon as possible and send the new ticket back to you.

With some excursions, children are allowed to go alone, as long as they have permission from their parents. Almost all the excursions that we offer are child-friendly and we have several activities that can be done with babies too. You can find the special prices and different age limits for children and babies in the description of the excursion. More information can be obtained via the live chat.

Some excursions have a child price until a certain age but it differs for every excursion. If there is a child price, you will find it in the description of the specific activity.

It is normal that you’re worried when you can’t swim that well but being able to swim is not a must. For by example every Tenerife watersport a trained guide and rescue vests are provided.

All our tickets are e-tickets so you only need a mobile device to show your ticket on the excursion. 

To fill in your discount code, follow the next steps – 1: Go to the shopping cart (right above in the corner of the screen). 2: Check if your order is correct. 3: Under the order, you can find the “Coupon Code” in a white stroke. 4: Type your discount code there and click on the ‘’apply code’’. Now you should see ‘’Coupon code applied successfully’’. If you don’t see this, check if you filled in the code correctly. 5: When you scroll down, you can see that the total amount has changed and now you are ready to proceed to checkout!

On rare occasions, it is possible that the sun may have disappeared during the day of your activity, but that doesn’t mean that the excursion will be less great. Sometimes it is a good thing so that you can spend a sunny day relaxing on the beach. In case of a nasty calima or if the weather conditions are too bad for the excursion to take place, we will find another solution free of charge.

If you don’t show up for the excursion or are too late and miss the excursion, no refund will be made. Places are lost because of this and the outstanding payment on arrival must be made anyways. When this happens, send us a message because in many cases we might be able to reschedule you or offer you another activity for the day with an extra discount.

If it’s your first time on the island or you have been so many times that you don’t know what else to do. Check out our wonderful Tenerife Tourist Quiz. For people vacationing on a Canary Island other than Tenerife, you may also always contact us for good advice. 

We’d be happy to answer any questions that you may have. Our team will help you find the excursion that fits your needs. Feel free to contact us by phone, email or our online chat. Stay up to date with news and offers from Club Canary via FacebookInstagramLinkedInYouTube and Pinterest!

Tenerife only

Club Canary office address: Calle Londres, Centro Comercial Plaza del Duque, Floor -1, B-35, 38660 Costa Adeje, Tenerife
Office opening hours: 7 days a week from 09:00 AM to 22:00 PM
Live chat: You can access our live chat by simply clicking the button on the right corner of the website. Only available during the office hours.
Phone: +34 604 105 055
E-Mail: office@clubcanary.com

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