Cancellation and Refund Policy

Company name

Aloraturiaventur, S.L.

Tax ID (CIF)

B93425239

Registered address

Calle Alegría, 4, 29500 Álora, Málaga, España

Phone

+34 951 20 47 83

Email

reservas@aloratur.com

Website

www.aloratur.com

Registration number

1/2015/16682

NACE code

7912 – Activities of tour operators

Registered with the Commercial Registry of Málaga on 1 September 2015, Volume 5433, Book 4340, Folio 190, Section 8, Sheet MA-129898, 1st Entry.

Hereinafter, “Áloratur”.

This Cancellation and Refund Policy applies to bookings made directly with Áloratur through:

• www.aloratur.com
• Email
• WhatsApp
• Phone
• Office or in-person customer service
• Other direct sales channels managed by Áloratur.

When the booking has been made through an agency, distributor or external platform, such as GetYourGuide, Civitatis, Viator, Tiqets or another OTA, the cancellation, modification and refund conditions accepted by the customer on that platform shall apply.

In these cases, requests must be processed through the platform on which the booking was made, unless the platform itself or Áloratur expressly indicate a different procedure.

Unless different specific conditions have been established and accepted prior to booking, the customer may cancel their booking free of charge up to exactly 24 hours before the scheduled start time of the activity.

When the cancellation is made within that period, the customer shall be entitled to a 100% refund of the amount paid.

For example, if an activity is scheduled for Saturday at 10:00, it may be cancelled free of charge until Friday at 10:00.

When less than 24 hours remain before the start of the activity, the booking will incur cancellation charges equivalent to 100% of its amount.

Accordingly, no refund shall be due when the cancellation is requested within the 24 hours preceding the start of the activity, unless one of the circumstances expressly provided for in this policy applies or a different legal right is applicable.

Punctuality is the customer's responsibility.

When the customer does not show up at the place, date and time indicated for the start of the activity or of the contracted transport service, the booking will be treated as a no-show.

A no-show entails charges of 100% of the booking and does not give rise to a right to a refund.

The same rule shall apply when the customer arrives late and, as a result of the delay:

• misses the bus or transport;
• misses an admission ticket;
• is unable to join the activity;
• misses the start of the tour; or
• it becomes materially impossible to provide the contracted service.

The customer must check their booking information beforehand, in particular the meeting or pick-up point and the check-in time.

If the loss of the service is due to an error attributable to Áloratur, the customer shall be entitled to a 100% refund of the amount corresponding to the affected booking or, where possible and if the customer agrees, to be rebooked on another date or service.

The customer may request a date change, always subject to availability.

When the change can be made and is accepted by both parties, the booking will be linked to the new agreed date.

From that point onward, the 24-hour free cancellation period will be calculated by reference to the date and start time of the new activity.

If the customer requests a change while still within the free cancellation period and Áloratur has no availability to make it, the customer shall retain the right to cancel the booking and obtain a 100% refund.

The mere request for a date change does not constitute a waiver of the right to free cancellation while that right remains in force.

Rain, heat, wind or other weather conditions do not, in themselves, constitute an automatic cause for cancellation or refund when the activity can be carried out normally and safely.

If the customer voluntarily decides not to take part due to weather conditions while the activity remains operational, the general cancellation conditions set out in this policy shall apply.

When, for safety reasons, weather conditions cause the activity to be cancelled by Áloratur, the organiser, the site manager, the competent authorities or the responsible body, the customer shall be entitled to a 100% refund of the affected booking or, where possible and if the customer agrees, to a date change.

When the Caminito del Rey is officially closed and such closure prevents the contracted activity from taking place, Áloratur will refund 100% of the amount of the affected booking.

This policy shall apply even where the closure is notified:

• a) before the customer leaves Málaga or the corresponding point of origin;
• b) once the bus or transport has already set off; or
• c) when the customer is already at the destination.

Alternatively, where availability exists, Áloratur may offer a date change. It shall be the customer's decision whether to accept the new date or request the corresponding refund.

This condition constitutes a commercial policy of Áloratur that is especially favourable to the customer.

If Áloratur cancels an activity in full for a reason attributable to the company and it is not possible to provide the contracted service, the customer may choose between:

• a) a 100% refund of the amount corresponding to the affected booking; or
• b) a date change or an equivalent alternative, where availability exists and it is expressly accepted by the customer.

Acceptance of an alternative shall be voluntary.

For operational, traffic, safety, weather, availability, authority instructions, access management or other justified reasons related to the proper provision of the service, Áloratur may make reasonable changes to aspects such as:

• schedules;
• the order of the itinerary;
• meeting or pick-up points;
• stops;
• the vehicle used;
• the guide or assigned staff; or
• the operational organisation of the activity.

Minor changes that do not substantially alter the contracted service shall not, in themselves, give rise to a right to free cancellation or refund.

When Áloratur makes a substantial change to an essential element of the activity and the customer cannot reasonably accept the alternative proposed, the customer may request cancellation of the affected booking and a 100% refund.

For example, a significant change between an activity scheduled in the morning and one in the afternoon may be considered substantial depending on the specific circumstances of the booking.

Bookings for groups, private services, events, personalised services or tailor-made activities may be subject to specific payment, modification and cancellation conditions.

These conditions will be communicated to the customer prior to booking.

Where they have been expressly communicated and accepted, such specific conditions shall prevail over this general policy solely with respect to those aspects specifically governed by them, without prejudice to any mandatory rights afforded to the customer under applicable legislation.

Certain experiences may be subject to specific conditions relating to their particular characteristics, access requirements, safety, age, documentation, schedules, transport or organisation.

These conditions must be made available to the customer before the booking is completed.

Where specific conditions have been validly incorporated into the booking, they shall supplement these general conditions and shall prevail with respect to those aspects specifically governed by them.

To ensure that the request is properly recorded, we recommend submitting cancellations in writing by email to:

reservas@aloratur.com

The request must include sufficient information to identify the booking, such as the holder's name, the date of the activity and the booking number or reference, where available.

Where email cannot be used, other Áloratur customer service channels may be used, provided that the request is recorded in writing and its receipt can be evidenced.

For the purposes of complying with the cancellation deadline, the date and time on which the request was received or logged by Áloratur through the enabled channel shall be taken into account.

Where a refund is due under this policy, Áloratur will endeavour to process it as promptly as possible and, as a general rule, within a maximum period of 15 business days from confirmation of the refund.

Wherever technically possible, the refund will be made using the same payment method used to make the booking.

Once the refund has been ordered by Áloratur, the time required for the amount to actually appear in the customer's account may depend on the bank, card issuer, payment gateway or provider used.

The foregoing is without prejudice to any shorter refund period or more favourable right that is mandatory under applicable regulations.

Bookings made through GetYourGuide, Civitatis, Viator, Tiqets, travel agencies, distributors or other external platforms shall be subject to the conditions accepted by the customer on the relevant booking channel.

Áloratur may not unilaterally apply to such bookings conditions other than those corresponding to the contractual relationship and the rules of the platform used.

Requests for cancellation, change or refund must be processed through the channel on which the booking was made, unless the platform or Áloratur expressly indicate a different procedure.

As a general rule, Spanish legislation recognises a right of withdrawal for certain contracts concluded at a distance.

However, the regulations establish exceptions. In particular, article 103.l) of the consolidated text of the Ley General para la Defensa de los Consumidores y Usuarios (General Law for the Protection of Consumers and Users) excludes from the right of withdrawal certain services related to leisure activities where the contract provides for a specific date or period of performance. (BOE)

Therefore, where a booking made with Áloratur falls within that legal exception, a general 14-day right of withdrawal shall not apply merely because the contract was concluded online.

This does not affect Áloratur's commercial free cancellation policy set out in this document, nor any other right legally afforded to the consumer.

Extraordinary or unforeseeable circumstances may arise that affect the performance of an activity, such as severe weather phenomena, decisions by authorities, official closures, access restrictions, safety issues or other situations beyond the reasonable control of the parties.

In such cases, Áloratur will inform the customer as soon as reasonably possible and will apply the conditions corresponding to the affected service and any rights available under applicable legislation.

No provision of this policy shall be construed as excluding or limiting the non-waivable rights afforded to consumers and users.

Áloratur has official complaint forms (hojas de quejas y reclamaciones) available for consumers and users.

The applicable Andalusian regulations provide for both paper-based forms and the Electronic Complaints and Claims Form System (Sistema de Hojas Electrónicas de Quejas y Reclamaciones). The consolidated regulation of Decreto 82/2022 is in force and was updated in 2026 with the regulation of the electronic system. (Junta de Andalucía)

Consumers may exercise their rights using the official mechanisms made available by the Junta de Andalucía.

Where the booking is made through www.aloratur.com, the conditions applicable to the booking must be made available to the customer before the booking is completed in a manner that allows them to be stored and reproduced.

Electronic contracting is also subject to the prior information and confirmation obligations established by Ley 34/2002, de Servicios de la Sociedad de la Información y de Comercio Electrónico (Law 34/2002 on Information Society Services and Electronic Commerce). (BOE)

This policy shall be interpreted in accordance with applicable Spanish and European legislation, in particular the regulations on consumer and user protection, distance contracting, electronic commerce and the corresponding tourism regulations.

Where the customer has the status of consumer or user, no provision of this policy shall limit the rights mandatorily afforded to them under applicable legislation.

Any dispute shall be submitted to the courts having jurisdiction under applicable consumer and user protection regulations.

Áloratur may amend this Cancellation and Refund Policy to adapt it to legislative changes, administrative or case-law criteria, changes to its services or changes to its booking procedures.

The version in force will be available at www.aloratur.com and will indicate its last update date.

The conditions applicable to a booking shall be those corresponding under the regulations and the conditions validly incorporated into the booking.

For any query relating to a cancellation, change or refund:

Company name

Aloraturiaventur, S.L.

Tax ID (CIF)

B93425239

Address

Calle Alegría, 4, 29500 Álora, Málaga, España

Email

reservas@aloratur.com

Phone

+34 951 20 47 83

Website

www.aloratur.com