Cancellation and Refund Policy

Detailed Explanation

Before booking, it is essential that you understand how cancellations, refunds, and ticket delivery work for our services.

Below, we clearly and directly explain the essential rules. If you wish to consult the legal details, you can read Articles 9, 12 and 13 of our Terms and Conditions.

1. Services with monument access tickets (Articles 9 and 12)

For this type of service, monument access tickets are nominative, personal and non-transferable. You must correctly complete the details of all participants before finalizing the purchase.
Ticket delivery is made up to 24 hours before the start of the activity. If you book less than 24 hours in advance, you may receive them up to 1 hour before the start.
Once the purchase has been completed, cancellations, changes, or refunds are not accepted, except in the following cases:
Official cancellation of the visit by the monument and provided that the monument processes or accepts the refund.
Administrative error attributable to TWT or the official provider.
Failure to receive the tickets before the maximum delivery deadline does not constitute a breach and does not give rise to a claim or refund.
(See Articles 9 and 12 of the Terms and Conditions)

2. Services without monument access tickets (Article 12.2)

If you book a service that does not include access tickets or audio guides, you may cancel your reservation with a full refund up to 24 hours before the start of the service.
If you cancel after the deadline, or do not show up, no refund will be due.
In cases of force majeure (for example, a pandemic), you will receive a voucher for the amount paid, valid for 2 years.

3. Important obligations and warnings (Articles 9 and 13)

You must correctly provide all required personal data and ensure that you enter a valid email address.
If the data are incorrect, incomplete, or not submitted on time, you will not be able to access the monument and will not be entitled to a refund.
Tickets will be issued only with correct and complete data.
If there is any discrepancy between the booking data and the documents presented, access may be denied without a refund.

4. Claims and disputes before the delivery deadline (Article 12)

Starting a claim or dispute before the maximum ticket delivery deadline (24 hours before the start of the activity) is not appropriate, since you expressly accepted this policy when making your purchase.

5. Why can’t you cancel or request a refund for services with monument access tickets?

Under European law, when you purchase a service related to leisure activities that have a specific performance date (such as tickets to monuments or tourist activities with a specific day and time), there is no right of withdrawal.

This rule is set out in European Directive 2011/83/EU on consumer rights, Article 16, letter (l), and applies throughout the European Union.

This means that once your purchase has been completed and the reservation confirmed, you cannot cancel it or request a refund, except in the cases provided for in our policy (official cancellation by the monument or administrative error).

You can consult the legal text here: Directive 2011/83/EU, Article 16, letter (l).

We recommend that you carefully read Articles 9, 12 and 13 of our Terms and Conditions before booking. If you have any questions, you can contact us before finalizing your purchase.