Cancellations and refunds

Who cancels, and who refunds

Your booking is a contract between you and the company that operates the activity, made inside its own booking system. That company takes the payment, and that company processes any change, cancellation or refund. sevillaqr does not hold your booking and does not handle money at any point, so it cannot cancel or refund on your behalf.

Everything you need in order to do it is on the confirmation voucher you received: the name of the operating company, its email address, its telephone number and your booking reference.

The conditions that apply to you

Each activity has its own conditions, set by the operator, and they are written on the activity page before you book and repeated in your confirmation. As a general rule across this site, cancellation is free up to 24 hours before the activity starts.

There are a few exceptions, and they are always stated on the page: activities that include named tickets to a monument, where the ticket itself is not refundable, and a small number of activities with a longer notice period. Trips to Morocco can be cancelled under the same terms, but turning up without the passport or documents needed to enter the country is not refundable.

How to cancel or change a booking

• Contact the operator directly, by email or by phone, using the details on your voucher, and quote your booking reference.
• Do it within the notice period stated for your activity. Once that period has passed, whether anything can be done is up to the operator.
• Keep their reply. It is your proof that you cancelled in time.

When to write to us instead

Write to us when something is not working: the operator is not replying, the answer does not match what this website said, or you are not sure which conditions apply to your booking. We will take it up with them on your behalf, and that is worth doing, because a message from us tends to move faster than one from a traveller they have never dealt with.

What we cannot do is cancel, change or refund the booking ourselves. It is not ours to cancel, and the money never passes through us. Asking us instead of asking the operator only costs you time, and time is exactly what matters when there is a deadline.

If the operator cancels

An activity can be cancelled by the operator for reasons such as severe weather, unsafe conditions or a minimum number of travellers not being reached. In that case the operator contacts you using the details you gave when booking, and offers a new date or a full refund.

Refunds

Refunds are issued by the operator to the same payment method you used. The time it takes depends on the operator and on your bank, and is usually a few working days once the refund has been confirmed. sevillaqr does not receive, hold or return any of that money.

The Seville guide

The guide is digital content delivered immediately. Once the download has started the right of withdrawal is lost, as explained in the terms and conditions. If the file does not reach you or does not open, write to us and we will sort it out.

See also: Legal notice · Terms and conditions · Cancellations and refunds · Privacy policy · Cookie policy