CENACOLO / INFORMATION
Refund policy
Last updated: 2026-10-15
We currently accept booking requests without online payment. We confirm availability, the final quote and next steps by email. A request is not payment, a stock reservation or an issued ticket. Payment, procurement, refund and delivery terms apply only to a subsequent separately agreed transaction. We assess cancellation and refunds against actual procurement status.
1. Before procurement
If tickets have not been purchased and irreversible costs have not been incurred, cancellation receives a full refund including the service fee. Contact us promptly. No ticket email does not necessarily mean no procurement; we check the actual status.
2. After procurement
After purchase or irreversible costs, the ticket conditions disclosed before payment may prevent cancellation or changes. We check available remedies and recoverable amounts, explain any refund and actual previously disclosed non-recoverable costs, and do not add new fees after purchase.
3. When we refund in full
We cannot deliver valid admission matching the agreed date, window, product and quantity by the deadline; we or a procurement provider make an error that cannot be corrected in time; or the attraction cancels, closes or materially changes the visit so the agreed service cannot be provided. You may decline an alternative. Refunds include the service fee and do not depend on a supplier refunding us first.
4. Customer-related missed visits
Once valid tickets are correctly supplied, changed plans, illness, transport delays, no-show, lateness or failure to meet disclosed ID requirements do not by themselves guarantee a refund after procurement. We still check possible remedies. This does not excuse invalid tickets or our own errors.
5. Partial orders and duplicates
An unfulfilled part receives its corresponding ticket and service-fee refund, and we check whether the rest remains usable. Splitting an inseparable group booking requires agreement. Verified duplicate charges are refunded.
6. Requests and timing
Reply with your order reference, booking email, visit date and reason. Refunds normally return to the original method in the original currency; full refunds do not deduct our processing costs. Submission and arrival are different, with timing dependent on banks or wallets. We follow up failed refunds.
7. Legal rights
This policy does not limit applicable refund, complaint or payment-dispute rights. Contacting us first is recommended but does not waive other remedies.