Terms and conditions

TERMS AND CONDITIONS OF ON-LINE PURCHASE

I. OWNERSHIP OF THE WEBSITE

TELEFERICO DEL PICO DE TEIDE, S.A. (hereinafter referred to as Teide Cable Car), a Spanish company with the company tax code no. A-38002549, the registered office at Calle San Francisco 5, 4º, 38002, Santa Cruz de Tenerife, Canary Islands, incorporated on the 12th August 1960 with the Register of Companies of Santa Cruz de Tenerife, Page 15, Folio 174, Book 1 of Section 3, is the owner of the Website www.volcanoteide.com (hereinafter, the Website).

Customer service: info@telefericoteide.com.

II. GENERAL TERMS AND CONDITIONS

These Conditions of On-Line Purchase shall expressly govern the relations arising between TEIDE CABLE CAR and the consumers who order the services or products offered on the Website.

These Conditions of Purchase have been drawn up in accordance with the provisions of the Spanish Law 34/2002 on Information Society Services and Electronic Commerce, Law 7/1998 on General Conditions of Contract, the Royal Decree 1906/1999, regulating the telephone and electronic contracting by means of general terms and conditions as set out in Article 5.3 of the Law 7/1998, the Royal Legislative Decree 1/2007 of 16 November 2007, approving the consolidated text of the Spanish General Law for the Protection of Consumers and Users and other complementary laws, the Law 7/1996 on Retail Trade, the Royal Decree-Law 14/1999, regulating the Electronic Signature, and any other legal provision that may be applicable.

This document is accessible at all times in the On-Line Purchase section of the TEIDE CABLE CAR Website and can be printed and stored by the User.

Before making your on-line purchase, remember that you must give your express consent to the processing of your personal data by Teleférico del Pico de Teide, S.A. by filling in the form provided on our Website.

PRE-CONTRACTUAL INFORMATION

These Conditions of On-Line Purchase aim to govern the general conditions for the provision of the services offered by TEIDE CABLE CAR through the website www.volcanoteide.com. The services which are currently provided by TEIDE CABLE CAR and which are the subject of the contract with consumers are the services relating to the sale of certain types of tickets for the Teide Cable Car itself, the Altavista Mountain Refuge and the different excursions that the company offers to our Users as well as, where appropriate, other products and services offered on the Website.

The products and services offered by TEIDE CABLE CAR can be acquired by any consumer residing in Spain or in another Member State of the European Union or of the European Economic Area, as well as by consumers residing in a state that is not member of the European Union or the European Economic Area, but to whom Spanish law applies.

The sale service of TEIDE CABLE CAR tickets as well as of any other product offered through our Websites is set up for valuable consideration, and the price of each product—including taxes—is displayed on the Website at any given time.

Access to the information contained on our Websites is not subject to any kind of payment.

The consumer understands that the information contained on our Websites, including general information about the catalogue of services as well as of other products offered on the Websites, and the General Conditions of On-Line Purchase and performance of the contract, is sufficient to exclude any error in the consent thereof.

1.1. Procedures

In order to proceed to using the different services offered on the Websites, the consumer must follow all the directions and instructions displayed on the screen at each step of the purchase process, providing to this end, the information required in the forms set on the Websites, which will imply prior reading and acceptance of all the General Conditions of On-Line Purchase set out therein; the consumer acknowledges hereby knowing and accepting the aforementioned procedures as necessary in order to access the products and services offered on the Website.

The consumer will finalise the purchase process after having completed all phases thereof, electronically sent the purchase order and fulfilled the obligation of payment through one of the different methods available, either by “credit card” or using the “Paypal” system.

These General Conditions of On-Line Purchase will become part of the contract at the time of the consumer’s express acceptance, evidenced by completing and sending the data entered during the purchase process.

The use of any of the Website’s services implies the unreserved acceptance of each and every one of the General Conditions of Use of the Websites as well as of the General Conditions of On-Line Purchase and, where appropriate, of the Specific Conditions of Purchase which are made available to the consumer prior to the completion of the purchase process, and which govern the acquisition of the tickets as well as the acquisition of all the other products and services offered on the Website.

1.2. Documentation and language

These General Conditions of On-Line Purchase are accessible at all times during on-line shopping on the TEIDE CABLE CAR Website and can be printed and stored by the consumer.

In case of the acquisition of products, upon the completion of the purchase process, the consumer will receive by e-mail a Simplified Invoice (Ticket or Voucher) for the purchase made with a valid bar code, which shall be exchanged for tickets on the premises and/or give access to the activity reserved.

The consumer may not exercise the right of withdrawal, since one of the legally recognised exceptions, set out in Article 103 letter L of the Royal Legislative Decree 1/2007 of 16 November 2007, approving the consolidated text of the Spanish General Law for the Protection of Consumers and Users (TRLGDCU) and other complementary laws, applies in this case. The article states literally: “The right of withdrawal shall not apply to contracts that relate to the following items: Provision of accommodation services for purposes other than housing, transport of goods, vehicle rental, catering or services related to leisure activities if the contract provides for a specific date or period of performance.”

For any incidence, claim or exercise of their rights the consumer may send an e-mail to the following address: volcano@volcanolife.com

Contingency plans:

If it is not possible to carry out the activity due to adverse weather conditions or for technical reasons, the full amount shall be reimbursed. In case of cloud cover conditions in the Observatory, the usual itinerary of the visit may be modified.

GUIDED TOUR TO THE PICO VIEJO VIEWPOINT + CABLE CAR

In the event that the cable car cannot be used for safety reasons, due to weather conditions or technical issues, or if the trail from La Rambleta to the Pico Viejo viewpoint is closed due to snow or ice, it will be possible to choose between the following 3 options:

  • To change the date of the activity.
  • To walk the Montaña Majúa alternative route and change the date of the Cable Car ticket.
  • To walk the Montaña Majúa alternative route and request the reimbursement of the cost of the Cable Car ticket.
TEIDE TOUR + CABLE CAR

In the event that weather conditions impede the operation of the cable car for the ‘Teide Tour and Cable car ride’ activity, the price of the cable car return ticket shall be reimbursed at the following rates: Adults €27.00 (non-resident) or €13.50 (resident); Children €13.50 (non-resident) or €9.50 (resident).

SUNSET & STARS

In the event that weather conditions impede the operation of the cable car for the Sunset & Stars activity, the sunset shall be enjoyed either from the Chío viewpoint from Los Roques de García, and the following amounts shall be reimbursed: Adults €27.00 (non-resident) or €13.50 (resident); Children €13.50 (non-resident) or €9.50 (resident).

CABLE CAR AT SUNSET

In the event that weather conditions impede the operation of the cable car for the ‘Cable Car at Sunset’ activity, the full amount paid for the activity shall be reimbursed.

ASTRONOMIC TOUR

If it is not possible to carry out the entire activity due to adverse weather conditions, the full amount shall be reimbursed. If it is not possible to visit the Teide Observatory, the price of the entrance ticket to the Observatory shall be reimbursed. In case of cloud cover conditions in the Observatory, the usual itinerary of the visit may be modified. If weather conditions make astronomical observation difficult, an activity at the Planetarium will be carried out.

ASTRONOMICAL OBSERVATION

In the event that weather conditions impede the astronomical observation, the amount paid for the activity shall be reimbursed.

ALTAVISTA MOUNTAIN REFUGE

Altavista Mountain Refuge reservations may be changed up to seven days prior to the date of arrival for another reservation at the same price. This must be done exclusively by telephone (+34 922 010 440) and will require proof of the purchaser's identity. 

Passed this period, no changes will be allowed. In no case shall the changes imply the refund of the amount paid. 

The maximum number of changes allowed is three. 

Failure to use the reservation on the time and date reserved implies loss of the User’s rights.

For combined Cable Car + Mountain Refuge purchases, there will be no charge for cancelling Refuge bookings when Trail no. 11 to the La Fortaleza viewpoint is closed, and the purchase price will be refunded. In the event that the Cable car’s facilities are not operational, only the price of the cable car ticket will be refunded and the route will be completed on foot.

HIKING

With regard to hiking activities, in the event that weather conditions impede the operation of the cable car, an alternative hike shall be arranged and the price of the cable car ticket shall be reimbursed.

CANCELLATIONS

For all activities, date changes are valid for 1 year provided that the vouchers have not been redeemed. Any change of date or cancellation must be made within a period of no more than 30 days from the date of the initial booking. Up to 3 date changes are permitted.

No charges shall apply to requests for modification or cancellation of reservations for the Cable Car that are motivated by the closure thereof due to weather conditions. For all other cases, the customer can modify the date or cancel the reservation up to 1 hour prior to the original booking, incurring a charge of €6.00 per person on two-way ticket vouchers and €3.00 per person on one-way ticket vouchers. After this period, or in the case of vouchers issued but unused, Teleférico shall charge 100% of the booking amount. All changes and cancellations of Cable Car tickets can be made comfortably via our booking management module.

Since the operation of the Cable Car is subject to the changing weather (wind speed, temperature, etc.), on occasions, the estimated boarding time may be delayed. If the closure of the facilities due to adverse weather conditions or technical reasons causes a delay of at least 90 minutes in relation to the booked time, the full refund of the amount may be requested free of charge provided that the tickets have not been used.

For the Sunset & Stars activity, date changes or cancellations can be made free of charge up to 48 hours prior to the activity. After this period, the cancellation carries a charge of €45 per person for the activity with dinner and €15 per person for the activity without dinner. If the cancellation takes place with less than 24 hours’ notice, 100% of the amount will be charged.

For all other activities, date changes or cancellations can be made free of charge up to 24 hours prior to the activity. After this period, 100% of the amount will be charged.

Since hiking activities Ascent to the Peak by Cable Car and VIP ascent to the Peak by Cable Car include the permit to access the crater, we do not admit changes or cancellations once booking has been confirmed. This is due to the way the Teide National Park’s permit issuing system works. 

Because we market certain experiences provided by third parties, with their own amendment and cancellation policies, you will need to consult the “Changes and Cancellations” section for each experience to ascertain the terms and conditions that apply in each case.

TERMS FOR GROUPS
PAYMENT:
  • 100% up to one month before the date of the event

CANCELLATION:

  • Less than 30 days’ notice: 50% of the invoice amount.
  • Less than 15 days’ notice: 100% of the invoice amount.
GROUPS MIN PAX:
  • Minimum number of people in the group for these terms to apply.

If the consumer suffers an accident or feels sick during the enjoyment of our activities, 112 must be called.

By booking activities which include a guided visit of the Teide Observatory, the Customer admits that they know and accept the rules of the Teide Observatory that govern such a visit, which are available both on the web before making the reservation and on the booking voucher that the Customer receives once they have made their reservation.

Shall there be not enough funds on the credit card prior to the provision of the service reserved or shall the payment for said service be returned, the reservation will be deemed cancelled and, consequently, cancellation charges will apply. We reserve the right to claim further damages.

If you subscribe to special discounts, it is necessary that you carry valid supporting documents (Teide Table Car: local residents and children under the age of 14; Excursions offered by Volcano Teide: adults over the age of 65 or seniors, children under the age of 14 and local residents; The Altavista Mountain Refuge: federated mountaineers). If you fail to certify the condition that entitles you to discount, you must pay the price difference at the ticket office or the indicated place in order to access the service purchased.

In case of the acquisition of any of the products or services offered on the Websites other than tickets, the consumer will also receive a simplified invoice (Ticket or Voucher) by e-mail. Likewise, the Websites will notify the User of the Specific Conditions of Purchase of the products or services in question prior to the purchase process.

All requirements for providing a document serving as invoice shall be considered fulfilled with the issuance of the simplified invoice (Ticket or Voucher), in compliance with the Royal Decree 1073/2014 of 19 December 2014, amending, among others, the Regulation governing the invoicing obligations, approved by the Royal Decree 1619/2012 of 30 November 2012.

These General Conditions of On-Line Purchase have been originally drawn up in Spanish. In the event of any dispute, the original version shall prevail over this translation.

The use of promotional codes on the website

Consumers can receive, along with their voucher, a promotional code to use with future purchases on this website.

These promotional codes, received by the consumer along with their voucher for the purchase of one activity, shall only be valid for the future purchase of any of the activities on the catalogue which apply. This includes using it to book the same activity for which the promotional code has been received, if the activity has not been cancelled by the consumer.

COMPLIANCE WITH COVID-19 PREVENTATIVE MEASURES

Teide Cable Car code of conduct

With the aim of preventing the spread of COVID-19, TEIDE CABLE CAR wishes to advise service users of the essential measures that have been implemented to ensure their safety and that of the staff employed at its facilities:

  • Compulsory use of masks: During all activities, and in public areas, the use of masks is compulsory.
  • Regular disinfection throughout the day: Cable car’s cabins will, along with the rest of our facilities, be subject to regular, thorough and effective disinfection to ensure the highest possible level of hygiene.
  • Compulsory disinfecting of hands before entering the cabin and facilities: TEIDE CABLE CAR is providing a water-alcohol gel so that service users can disinfect their hands. Dispensers of the gel will be placed at various points in our facilities to ensure appropriate hand hygiene.
  • Minimum social distancing requirement: In public areas, a signage system on the floor will indicate the minimum distance of 1.5 metres to be observed when queueing.
  • Cabin ventilation: TEIDE CABLE CAR has replaced the windows of the cabins; the windows will remain partially open during every trip, in order to ensure continuous ventilation.
  • Trained and properly equipped staff: Our staff has undertaken COVID-19 prevention training and are equipped with the necessary protective equipment.
  • Limited capacity in each area of our facilities: In accordance with current regulations, we have established a maximum capacity for each area of our facilities.
  • Limited cabin seating capacity: In accordance with current regulations, we have limited the maximum cabin seating capacity.
  • Digitalised audio guides, brochures and other physical resources: TEIDE CABLE CAR is committed to digitalisation, and to minimising the use of printed brochures, which will only be distributed on an individual basis. Digital versions of brochures and audio guides are available.

These preventative measures will be modified in the light of the changing situation, but always in accordance with the recommendations of the relevant authorities.

Compulsory COVID-19 preventative measures that apply to all service users

With the aim of raising the level of hygiene, and therefore safety, at TEIDE CABLE CAR’s facilities, and ensuring that activities can take place in a sufficiently hygienic environment in the context of the COVID-19 pandemic, service users must abide by the following compulsory measures:

  • Masks must be used during the activity and in the public areas.
  • Hands must be disinfected before the activity and at every available opportunity.
  • Social distancing of 1.5 metres must be observed in accordance with the signs, and the limits on capacity in each area of our facilities must be respected.
  • At all times, service users must comply with instructions from members of the company’s staff.

Service users are advised that any failure to comply with the measures outlined above will result in denial of access to the facilities and to the activity that has been booked.

Furthermore, service users are advised that TEIDE CABLE CAR staff will refuse access to the activity to anyone who presents symptoms associated with COVID-19. As a precautionary measure, this will also apply to anyone accompanying the individual concerned. Those affected must follow the instructions that will be given in such cases in relation to the isolation and evacuation of individuals displaying Covid-19 symptoms or suspected cases of infection. In these cases, refunds will be issued for the activity in question.

1.3. Technical means

The Websites shall make available to the consumer all the technical means necessary to track and correct errors in the data entered in the different forms that are displayed on the screen during the process of purchase.

1.4. Modification of the General Conditions of On-Line Purchase

TEIDE CABLE CAR reserves the right to modify at any time these General Conditions of On-Line Purchase or, where appropriate, the Specific Conditions of Purchase that may apply, as well as any other general or specific terms, regulations of use or notices that may apply. The duty to notify consumers shall be considered fulfilled by modifying the General Conditions set out on the TEIDE CABLE CAR Websites.

In any case, it will always be possible to read, prior to buying products or services, the General Conditions of On-Line Purchase and, where appropriate, the Specific Conditions of Purchase that may apply. Also, TEIDE CABLE CAR reserves the right to modify at any time the display, settings and location of the Website, as well as the contents and conditions of use thereof.

PERSONAL DATA PROTECTION

Personal information that the consumer enters on the website and any other data generated afterwards as a result of their relationship with us will be incorporated into files of which Teleférico del Pico de Teide, S.A., having its registered office at Calle San Francisco 5, 4º, 38301 Santa Cruz de Tenerife, Canary Islands, is responsible. The data will be processed for the purpose of development, maintenance and control of the relationship between the consumer and us and, in particular, to process the purchase of tickets or other products as well as the requests that the consumer may ask of us and to maintain communication in order to improve our services and for statistical purposes.

To exercise your rights of access, rectification, cancellation and your right to object in the terms established by law, please send a written request to the company responsible for the files, enclosing a copy of your identity document.

IF YOU ARE UNDER THE AGE OF 14, WE NEED THE CONSENT OF YOUR PARENTS OR LEGAL GUARDIANS.

In order to obtain it, we will contact them and ask them to confirm that they are your mother, father or legal guardians and that they grant their consent, which is when we will be able to accept your request.

To exercise your rights of access, rectification, cancellation, objection, data portability and restriction of processing in the terms established by law, please send a written request to the company responsible for the files, enclosing a copy of your identity document.

APPLICABLE LAW. JURISDICTION

These Terms and Conditions are governed by the Spanish law. The parties may choose to submit the resolution of any dispute to the Courts of the consumer’s domicile and thereby expressly waive any other jurisdiction.

TERMS AND CONDITIONS OF THE TRAIL AUDIO GUIDE APP

These Terms and Conditions of Use set out the rules governing the use of the “Volcano Teide” Application (hereinafter the APP). They can be downloaded from the domain volcanoteide.com By downloading or using the APP, an individual acquires the status of User. Doing so implies their acceptance of all conditions included in this document and in the Privacy Policy and Legal Notice of the said website. The User should read these conditions every time they use the APP, as these are subject to amendment from time to time.

Only those Users expressly authorised by the TELEFÉRICO DEL TEIDE GROUP can proceed to download and use the APP. Unauthorised Users may not access the said content.

Charges: You are responsible for paying any costs or expenses you incur as a result of downloading and using the TELEFÉRICO DEL TEIDE GROUP’s Application, including any network operator’s charge or roaming charge. Check the relevant details with your provider.

Anonymised statistics: The TELEFÉRICO DEL TEIDE GROUP reserves the right to follow your activity on the Application, and to supply the information to our third-party statistics service providers. All information will be sent in an anonymised form.

Protection of your personal information: We want to help you to take every step necessary to protect your privacy and details. Please refer to the TELEFÉRICO DEL TEIDE GROUP’s Privacy Policy and to the Application’s privacy alerts to find out what kind of information we gather and the measures we take to protect your personal information.

Altering or modifying any part of the APP or its content, bypassing, deactivating or manipulating (or attempting to bypass, deactivate or manipulate) the program’s security functions or any other functions, or using the APP or its content for commercial or advertising purposes is prohibited. Using the APP to damage the property, rights or interests of the TELEFÉRICO DEL TEIDE GROUP or those of third parties is prohibited. Also prohibited is any usage that interferes with, damages or disables TELEFÉRICO DEL TEIDE GROUP’s networks, servers, equipment, products or IT programs—or those of third parties.

The APP and its content (text, photographs, graphics, images, technology, software, links, content, graphic design, source code, etc.) as well as the branding and other distinctive features, are the property of the TELEFÉRICO DEL TEIDE GROUP or of third parties, and the User derives no rights over them by using the APP. The User should refrain from:

  • Reproducing, copying, distributing, placing at the disposal of third parties, publicly communicating, transforming or otherwise modifying the APP or its content—except in those cases allowed by the law or expressly authorised by the TELEFÉRICO DEL TEIDE GROUP, or by the owner of such rights.
  • Reproducing or copying the APP or its content for private use, communicating them publicly or placing them at the disposal of third parties when doing so entails reproducing them.
  • Extracting or reusing all or a significant part of the content of the APP.

Subject to the conditions laid down in the previous section, the TELEFÉRICO DEL TEIDE GROUP grants the User a non-exclusive, free licence to use the APP for personal use on Spanish territory, and for an indefinite period of time. The said licence is also granted on the same terms with regard to any updates or improvements that may be made to the Application. Such licences may be revoked unilaterally and at any time by the TELEFÉRICO DEL TEIDE GROUP simply notifying the User.

In all cases, the User is responsible for the provision of tools capable of detecting and disinfecting harmful computer programs, or any other harmful technology. The TELEFÉRICO DEL TEIDE GROUP accepts no responsibility for damage caused to computer equipment while using the APP. Likewise, the TELEFÉRICO DEL TEIDE GROUP accepts no responsibility for damage caused to Users when such damage results from interruptions in the service caused by faults or disconnections in telecommunications networks.

IMPORTANT: We may, without obligation to you, modify these Conditions of Use at any time, and without prior notice. If you continue using the Application subsequent to any modification to these Conditions of Use, this will constitute acceptance by you of those modifications. If you do not accept these Conditions of Use, or do not agree to be bound by them, you must not use the Application, nor must you download or use any associated software. Your use of the Application remains your sole responsibility. We accept no responsibility whatsoever for the removal or inability to store or transmit any content or other information stored or transmitted by the Application. We accept no responsibility for the accuracy or reliability of any information or advice transmitted via the Application. We may limit or interrupt your use at any time, and at our sole discretion. To the fullest extent permitted by the law, in no case shall we be held responsible for any related loss or harm.

The User commits to proper use of the APP, in accordance with the Law, with these Terms and Conditions of Use and with the other regulations and instructions which may be applicable. The User assumes liability vis à vis the TELEFÉRICO DEL TEIDE GROUP and any third party for any loss or harm which may be caused by a failure to abide by these terms.

These Terms and Conditions are subject to regulation by the law of Spain. The User expressly submits to the jurisdiction of the courts of Santa Cruz de Tenerife (Spain) for the resolution of any dispute pertaining to the interpretation or application of these Terms and Conditions.