Aquarama Terms of Sale

General terms and conditions of contract

These general terms and conditions of contracting, as well as any specific conditions that may be established, regulate the contractual relationships that the user-purchaser establishes with ATRACCIONES TURISTICAS BENICÀSSIM, SA (hereinafter, “AQUARAMA”) when contracting the services that it offers through the AQUARAMA website (https://aquarama.net), owned by the former (hereinafter, the Portal or the Website).

Purchasing services through the Portal implies acceptance by the user-purchaser of each and every one of these general terms and conditions of contracting, as well as the general terms and conditions of access to and use of the portal and, where applicable, any specific terms and conditions that may be established. The data pertaining to the portal owner, as well as the data and information to be provided to the user pursuant to Law 34/2002, on Information Society Services and Electronic Commerce, and current data protection regulations – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data, and Organic Law 3/2018, of 5 December, on the Protection of Personal Data and Guarantee of Digital Rights – are available and accessible to the user through the corresponding links on the portal.

The contractual relationship established between the user and the Portal owner through their use of the Portal shall be governed by Spanish law, and in particular by the regulations governing the acquisition of goods and/or products and/or the provision or lease of services, as set forth in Law 34/2002 on Information Society Services and Electronic Commerce, the Civil Code, Law 7/1998 on General Contract Terms, Law 26/1984 for the Protection of Consumers, Law 23/2003 on Guarantees in the Sale of Consumer Goods, and, in general, all applicable provisions of Spanish law regarding electronic contracting in the specific case of each transaction. Likewise, the data provided by the user during the purchase process shall be processed in accordance with current data protection regulations, as described in the corresponding link on the Portal.

The procedures for acquiring goods and/or products and/or contracting services offered on the Portal are those resulting from these general conditions and those specific ones indicated on screen during navigation and in the corresponding purchase/contracting process, so that the user declares to know and accept these procedures to access the products and/or services offered on the portal.

The catalog of products and/or services offered on the Portal, along with their features and prices, are those displayed on the screen at any given time. If photographs are included, they are for illustrative or informational purposes only and are not contractually binding. Prices shown on the screen are in euros and include VAT and any other applicable taxes. These prices will always be those in effect at the time of the online purchase through the portal.

The current rates for each admission option are those published on the website www.aquarama.net and are subject to review and change. Customers can confirm the daily rate at the time of purchase.

There are services not included in the price of the entrance ticket or pass. Customers can find information about the terms and conditions for purchasing and using these services on the website and at the Customer Service Office.

Once the contracting parties and the object of the contract have been identified by selecting and including the corresponding data in the Portal during the process, this contract is entered into in accordance with the following Conditions:

Purchase or contracting process:

The purchase and/or contracting process, as indicated, requires the customer to provide the necessary data to complete the transaction, following the instructions provided on the Portal during the process. Specifically, the customer must provide the necessary personal data, including email address, name, payment method, and acceptance of the terms and conditions of the contract and privacy policy. The data provided will be processed for the purposes of the contract in accordance with the aforementioned data protection regulations and the information contained in the Portal's legal notice and privacy policy.

To complete the application process, the user must follow the steps and instructions provided on the portal, in accordance with these general terms and conditions. Any specific terms and conditions that differ from these general terms and conditions will only be valid and binding when formalized in writing with the consent of both parties.

Once the purchase or contracting process for a specific good, product and/or service offered on the Portal has been completed, the user must confirm the order and proceed to pay for it and related expenses as established in the following section.

Once the order has been successfully confirmed, the customer will be informed that the order has been processed successfully and a confirmation with the corresponding details will be sent to the email address provided.

Method of payment:

The contract is finalized and binding on both parties, respectively, regarding the obligation of the Portal owner to deliver the goods and/or product and/or provide the service, and the obligation of the user-purchaser to pay the price and any associated costs, from the moment the user accepts and confirms the order. Full payment for the goods and/or product and/or service will be made exclusively by credit and/or debit card (Visa, Mastercard, etc. WE DO NOT ACCEPT AMERICAN EXPRESS) on the website through a secure payment gateway. The transaction will be confirmed at the time the order is placed. If payment has not been received, it will be understood that the customer has cancelled their order.

Obtaining the document that replaces the invoice:

The Portal user will be able to access through the Portal a document justifying the sales-contracting service as a substitute for the invoice.

If you wish to request an invoice for your purchase, please send an email to info@aquarama.net, attaching the PDF of the purchase or receipt, and indicating the complete tax information.

Service validity period:

The park admission ticket is valid only for the date selected by the customer during the purchase process. If the Change your date procedure established by Aquarama is not followed within the indicated timeframe, the tickets will be forfeited, with no possibility of exchange or refund.

Special tickets are only applicable with the respective official documentation and current date, and are valid only for the holders of the identification documents that give them the right to access said special tickets.

Bartola Pack and products with home delivery

Certain products marketed by Aquarama, such as the Bartola Gift Pack, include home delivery of the physical items that make them up (special edition box, exclusive plush toy and ticket in gift voucher format).

After placing the order, the customer will receive an email requesting shipping information (recipient's name, full address, postal code, city, and province). The shipment cannot be processed until this information has been provided by the customer.

The estimated delivery time is 48 to 72 business hours from the receipt of the shipping information. This timeframe is approximate and depends on the courier company contracted.

Aquarama is not responsible for delivery delays caused by factors beyond its control or attributable to the courier company, nor for incidents arising from incorrect or incomplete shipping information provided by the customer.

Other service provision conditions:

Tickets can be displayed on the mobile device or presented in printed format at the access control, with the number of tickets purchased corresponding to the number used.
Your ticket is your personal identification and you must keep it in your possession and show it upon request by AQUARAMA staff.
Entry tickets, sun lounger tickets or left luggage service tickets, shopping tickets and other supporting documents must be kept throughout your stay at Aquarama facilities and shown to staff who require it, in order to verify their correct use.
Entry tickets and promotional vouchers are personal and non-transferable and may not be resold. Aquarama reserves the right to verify the identity of the holder each time they are used.
Sun lounger or locker tickets, Aquarama products and promotional coupons are non-refundable under any circumstances.
Under no circumstances will tickets or promotional coupons that are torn, altered, photocopied or damaged be accepted.
Aquarama is not responsible for the loss or theft by customers of entrance tickets, passes or coupons.
Once the premises have been left, the ticket loses all validity, unless it has been requested and checked by access personnel before departure, obtaining the corresponding stamp.
The ticket is valid for the use of the attractions and water facilities according to the established schedules and rules.
Animals are not allowed inside, except for guide dogs.
Food and drink are allowed in the park, but cans and glass containers are prohibited.
For security reasons, Aquarama reserves the right to inspect customers' belongings upon entry and to use metal detectors. Electronic equipment, weapons, flammable materials, explosives, and hazardous objects are not permitted. Likewise, any items that, while not dangerous, may inconvenience or disturb other customers are not allowed.
Some Aquarama facilities are under video surveillance.
Aquarama reserves the right to verify at any time the type of access purchased and the customer's age.
Aquarama reserves the right to alter the planned program, as well as the opening and closing times of its different areas, when technical, weather, operational or safety reasons so advise.
Aquarama offers a luggage storage service where customers can store their personal belongings. Its use is governed by the "Luggage Storage Service" section of this document.
It is essential that customers take care of their personal belongings during their visit and stay at Aquarama, as Aquarama is not responsible for any loss, theft, robbery or damage that these may suffer.
Aquarama reserves the legal right to close access to its facilities due to capacity limits, safety, weather conditions, food safety, and public health reasons. Aquarama will endeavor to notify users as far in advance as possible.
In cases of excessive public attendance that could hinder the operation of the facilities or for security reasons, Aquarama may cease the sale of entrance tickets for that day, in order to guarantee maximum enjoyment of the visit and avoid overcrowding.
Aquarama reserves the right to organize, schedule, limit, and close public access to the park, as well as its various areas and services. Some facilities may be out of service, suspended, or closed for technical, weather-related, operational, or safety reasons. When this does not involve the complete closure of the park or the permanent suspension of its activities as outlined in the Refunds section, it will not entitle you to a refund or a change of date for your ticket.
When purchasing a ticket through the website and redeeming special offers, a date is selected. Therefore, the ticket will only be valid for the selected date.
The purchase of an Aquarama ticket does not entitle the buyer or any third party to use it for advertising or marketing purposes through contests, giveaways, or raffles without written authorization or a contract signed with Aquarama. Aquarama will monitor the network to control these practices and, where applicable, establish liability.
Promotions will not be valid if the conditions of the tickets included therein are not met, and the customer will not be entitled to a refund.

Reservation of right of admission

Aquarama reserves the right of admission, expulsion from its facilities and withdrawal of passes or entry tickets valid for one or more days, without possibility of refund, when any of the following reasons occur:

Failure to comply with these conditions or the park's operating rules.
Disruption of order.
Fraudulent use of entry tickets or promotional coupons.
Behaviors that make other customers uncomfortable or harmful.
Attributing tasks specific to Aquarama staff, using clothing or disguises that may confuse other customers.
Causing any type of deterioration, impairment or damage to Aquarama's facilities.

CHANGE YOUR DATE

1. Direct change

The Change your date can be made directly when the following requirements are met simultaneously:

The request must be made at least 48 hours in advance of the original visit date.
The price for the new selected date must be equal to or less than the amount paid in the initial purchase.

In this case, Aquarama will cancel the original tickets and issue new tickets for the updated date at no additional cost. No refund will be given if the new date is cheaper than the original purchase. The change will only be finalized after confirmation is sent by email.

2. Cases in which direct change is not appropriate

When the above conditions do not occur simultaneously —either because the request was made less than 48 hours in advance or because there is a higher price difference compared to the new date— a direct change will not be possible.

In such cases, the customer must purchase new tickets for the desired date, either online or at the box office, as instructed by Customer Service. Once the new purchase has been completed and verified with the corresponding receipt or booking reference, Aquarama will proceed to:

Cancel the tickets originally purchased, provided they have not been used.
Process the refund of the amount paid in the initial purchase, provided that the new purchase is equal to or greater in number of tickets and type of product than the original.

No cancellations or refunds will be processed without prior confirmation of the effective purchase of new tickets.

3. Restrictions on returns and installment payments

The new purchase must correspond to all the tickets included in the original purchase. Partial modifications, splitting of booking references, or individual refunds of tickets that are part of the same purchase will not be accepted. Refunds will only be processed for the entire original purchase, once the equivalent full purchase has been verified in accordance with the above conditions.

4. Additional conditions

Each entry allows only one modification.
No changes or refunds will be accepted once the ticket has been used or validated.
Failure to attend on the contracted date without following the indicated procedure will not generate the right to modification or refund.
Date availability will not be guaranteed until the new purchase has been completed.
Aquarama reserves the right to verify compliance with these conditions before authorizing any action.
Applications submitted by email, telephone, social media, or in person at the Box Office will not be accepted outside of the established procedure. Compliance with this requirement is essential for processing any Change your date requests.
When changing the date, the ticket price will remain the same or may increase, depending on the new date selected. The price will never be lower, so no refund will be given for the difference between the ticket price and the original price.
Special packages and rates have a limited number of sales per day. If the maximum number of packages is reached on a specific date, it will no longer be available for that day. Therefore, it will not be possible to change the date if the purchased package is not available on the new selected date. The change can only be made to a date on which the package is available.

Luggage storage service

Aquarama offers a left-luggage service where customers can store their personal belongings. This service is subject to availability and is subject to a fee. Terms and conditions for each facility can be found at the individual unit.

The following conditions will apply:

The deadline for retrieving belongings from the left luggage facility is 7:30 p.m. After that time, all lockers will be opened, and any items found will be considered lost.
Aquarama reserves the right to check the contents of the items to be deposited.
Aquarama is not responsible for items deposited in the lockers.
If an item is left behind, it will be considered a lost item at the end of each day at the facility.
If the forgotten item is food, it will be destroyed at the daily closing time of the facility.
For security reasons, only the customer who has rented the storage unit will be able to use it.

Vehicle parking

Tanker truck parking is not permitted on the premises.

For security reasons, it is recommended to lock your vehicle and not leave any valuables in plain sight. Parking your vehicle does not constitute a deposit or custody agreement for the vehicle or its contents. Aquarama is not responsible for theft, loss, or damage caused by third parties to the vehicle or its contents.

The vehicle parking area is monitored by security assistants for the organization of the parking, not for the control of the vehicles.

Vehicles may not remain in the parking area beyond 8:00 PM, Aquarama's closing time. Otherwise, Aquarama reserves the right to take appropriate measures to remove the vehicle, following all applicable legal procedures.

Parking in spaces designated for vehicles of people with disabilities and reduced mobility is strictly prohibited, except for registered users who must display and keep visible the corresponding official permit. Failure to comply with this rule may result in expulsion from the premises.

Animals are not allowed inside parked vehicles. Failure to comply with this rule may result in expulsion from the premises and, where applicable, notification of the competent authority.

Communications:

For the purpose of any notifications and/or communications between the contracting parties, email is designated as the channel to be used. AQUARAMA provides users with the following email address: info@aquarama.net, and the client/user will use the email address they provided on the Portal when contracting the service.

Returns:

AQUARAMA is governed by Decree 143/2015, of September 11, of the Consell, which approves the Regulations for the development of Law 14/2010, of December 3, of the Generalitat, on Public Shows, Recreational Activities and Public Establishments. [2015/7544].

Taking into account said regulations, the following is established regarding ticket refunds:

The inability to attend an event or show, or making a mistake when purchasing the ticket(s), are not reasons that allow for a refund.
In accordance with current consumer and retail trade regulations, the Buyer may not exercise the right of withdrawal or termination.
If the park does not open, for any reason, the user will be entitled to a refund. To request a refund (only in the event of park closure), the customer must access their account on the Aquarama website and, from the order history, process the refund for the corresponding ticket. The refund will be issued via the same payment method used for the purchase within a maximum of 30 calendar days from the ticket date. For any issues, you can write to us at info.@aquarama.net.
If, once the park is open, the activity is suspended and does not resume, the customer will be entitled to a refund of the ticket upon prior claim, provided that one third of the purchased session time has not elapsed (full day session: from 11:00 to 19:00 h; afternoon session: from 15:00 to 19:00 h).
Under no circumstances will a season ticket be valid for the following season.