General Terms and Conditions of Service
GENERAL TERMS AND CONDITIONS OF TICKET SALES, STAYS, AND ASSOCIATED SERVICES FOR INDIVIDUALS - 25/03/2024
GENERAL CONDITIONS
These General Terms and Conditions of Sale expressly govern the relationships arising between PUY DU FOU ESPAÑA, S.A. (with Tax Identification Number A-45871472 and address at Autovía CM-40, KM 13, 45004 - Toledo) and individuals, or groups of fewer than twenty (20) people, purchasing tickets (hereinafter the "Final Customer/s") to attend the "PUY DU FOU ESPAÑA" Park (hereinafter the "Day Park") and/or the Night Show named "EL SUEÑO DE TOLEDO" (hereinafter the "Night Show"), located in Toledo.
Likewise, to the extent applicable by their nature and context, these General Terms and Conditions of Sale shall govern the purchase of Season Passes or any other products and/or services offered by PUY DU FOU ESPAÑA, S.A. different from ticket purchases. Notwithstanding that such products may establish their own conditions.
The tickets refer to access passes to the Night Show, the Day Park, and any associated services such as dining, accommodation, and/or others associated therewith, reflected in dining vouchers or coupons as per the chosen package (the "Tickets"). The acquisition, possession, and/or use of the Tickets to access the Day Park and/or Night Show, and, where applicable, to use the dining, accommodation, and/or other contracted services, imply the express acceptance of these General Terms and Conditions of Sale.
These General Terms and Conditions of Sale are valid as of the purchase date and may be updated at any time, prevailing over any other document provided to Final Customers, including advertising and/or informational brochures, always considering the principle of conformity with the contract.
PUY DU FOU ESPAÑA, S.A., in order to improve the services and products offered on its website, reserves the right to modify these General Terms and Conditions of Sale at any time, as well as any other general or specific conditions, rules of use, or notices that may apply.
The visitor agrees that we may notify them of modifications on the Puy du Fou España websites, and that such modifications will take effect thirty days after such notification on the website.
In any case, before purchasing Tickets for the Day Park and/or Night Show, the Customer may always consult the applicable General Terms and Conditions of Sale of PUY DU FOU ESPAÑA, S.A.
VALIDITY AND GENERAL CHARACTERISTICS OF TICKETS
Tickets are only valid for the dates indicated on them, as selected during the purchase process. In the event that the Final Customer does not attend the Day Park and/or the Night Show on the date indicated on the ticket, they lose the right to use the Ticket and PUY DU FOU ESPAÑA, S.A. shall not be obliged to grant them access. However, for the combined Day Park + Night Show ticket option, the Final Customer must consult the specific conditions indicated on the ticket.
Tickets are nominative and non-transferable (resale is prohibited) and can only be used by the persons specified therein. In this regard, PUY DU FOU ESPAÑA, S.A. staff may request that the Final Customer show an official identification document. Without prejudice to the following provisions, PUY DU FOU ESPAÑA, S.A. accepts no liability for any lost, stolen, damaged, or destroyed Tickets.
Final Customers must comply with the Park's internal regulations. PUY DU FOU ESPAÑA, S.A. reserves the right of admission, with the ability to expel those who violate these rules, who will not be entitled to a refund of the payment made.
PURCHASE OF TICKETS
Ticket Purchase Process and Associated Services
Tickets and other associated services may be purchased through the following means:
By phone at +34 925 63 01 35 from 10:00 to 18:00, Monday to Friday;
Through the website www.puydufouespana.com/espana (hereinafter the "Website").
At the Park's ticket offices on the day of the visit according to the opening schedule and availability of capacity.
The purchase of Tickets through the Website will be conducted in Spanish, French, or English. The Final Customer must select the Tickets, indicate their number, the specific associated services, and the date of use, placing them in their shopping cart. After clicking on "Proceed to Checkout," they must enter the required data in the fields provided (it is always possible to return to the previous step to modify the indicated elements) and then, before validating the request, verify the order, including the Ticket dates, price, and payment details. PUY DU FOU ESPAÑA, S.A. will acknowledge receipt by email, attaching the invoice and Tickets.
In order for Final Customers to benefit from the prices established for early reservations, subject in any case to existing capacity limits, they must place their order at least seventy-two (72) hours before the visit. In addition to the above, Final Customers must specify the delivery address (postal or electronic) and the name of the Ticket beneficiaries, as well as, if desired, their intention to purchase cancellation insurance.
Effects of the Purchase
The purchase will be final and binding on PUY DU FOU ESPAÑA S.A. once full payment has been made. Likewise, the purchase is final for the Customer from the moment PUY DU FOU ESPAÑA, S.A. accepts the order, and it can only be canceled or modified in accordance with the conditions provided in these General Terms and Conditions of Sale. The final purchase of Tickets also implies the full acceptance of the General Terms and Conditions of Sale by the Final Customer. If one of the clauses of the General Terms and Conditions of Sale is invalidated or annulled for any reason, the other clauses will not be affected. For this purpose, the Final Customer may contact PUY DU FOU ESPAÑA, S.A. at +34 925 63 01 35 or by email at info.es@puydufou.com
PRICES
The prices of Tickets and their associated services are indicated in brochures and/or on the Website. All prices are in euros, VAT included. These prices do not include personal expenses within the Park under any circumstances.
Children under 3 years old will not pay for Tickets and will sit in the same seat as the accompanying adult. PUY DU FOU ESPAÑA staff may request proof of the child's age at any time. In the absence of proof, the adult rate will apply.
The aforementioned exemption extends only to access to the Day Park and the Night Show and not to other dining, accommodation, and/or other services if contracted.
In any case, the child's age at the time of visiting the Park will be considered, not at the time of making the reservation.
PUY DU FOU ESPAÑA S.A. offers Final Customers two types of prices:
Price with early booking: if the Final Customer purchases the Ticket more than 72 hours in advance of the visit to the Day Park and/or Night Show, they may benefit from the booking price indicated in the brochures or on the Website.
However, the pricing is dynamic. That is, prices will vary according to the following time frames depending on how far in advance the Customer formalizes their reservation:
Reservations made more than 30 days in advance of the visit date.
Reservations made less than 30 days but more than 3 days in advance of the visit date.
Price without early booking: if the Final Customer purchases Tickets less than 72 hours before the visit to the Day Park and/or Night Show, they can only purchase Tickets at the price without reservation (on-site purchase price).
Regarding the Night Show, the Customer can purchase two different types of Tickets:
Preferred Location: this grants a seat in the preferred area of the seating. There is an additional cost per Ticket indicated at www.puydufouespana.com/espana or,
Classic Location: this grants a seat outside the preferred area of the seating.
For both preferred and classic locations, seating assignments are made automatically, with no possibility of choice by the Final Customer.
PAYMENT METHODS
Payment for purchases made through the Website or by phone can be made by credit card, and will be processed at the time the Customer places the order. PUY DU FOU ESPAÑA, S.A. accepts the following cards: Visa and MasterCard. The online sales system uses a secure server and the latest encryption technology. Payment for purchases made at the ticket offices will be made by credit card or in cash. As with online purchases, PUY DU FOU ESPAÑA, S.A. accepts Visa and MasterCard.
TICKET DELIVERY
If the Final Customer purchases Tickets at the ticket offices, they will be handed over at that moment at the ticket office.
If the Final Customer purchases Tickets by phone, they will receive a link via email, which will redirect them to the payment gateway where they can purchase Tickets. These will be sent by email once payment is confirmed.
If the Final Customer purchases Tickets through the Website, they will be sent via email to the address provided by the Final Customer. Please note that this email may not reach the "Inbox" as some internet servers may detect it as spam. It is recommended that the Final Customer always check the "spam" folder.
In case of loss or damage to Tickets, the Final Customer will inform PUY DU FOU ESPAÑA, S.A. as soon as possible. PUY DU FOU ESPAÑA, S.A. will inform the Final Customer of the need to collect new Tickets at the ticket office on the day of the Park visit.
The Final Customer is not authorized to offer any service related to the Ticket, such as, but not limited to, contests, competitions, and/or raffles for promotional purposes.
CONDITIONS OF TICKET SALES AND SERVICE PROVISION
Tickets are nominative and valid only for the dates indicated on them. Park staff may request identification from any Final Customer solely to verify that the Tickets are held by their rightful owner. Failure to present identification may result in PUY DU FOU ESPAÑA, S.A. refusing access to the Day Park and/or Night Show, with no possibility of refund for the Final Customer.
Accommodation conditions are specified in the vouchers included with the Tickets. If arriving outside reception opening hours, the Final Customer must contact the accommodation directly; contact details are provided on the voucher. General accommodation features are described in brochures and/or on the website.
In case of force majeure events, the accommodation reserves the right to cancel the reservation, relocating the Final Customer to nearby accommodation at no additional cost, without further compensation. The Final Customer must adhere to the General Accommodation Rules; failure to comply releases Puy du Fou España from liability, and the Final Customer is not entitled to any refund.
The Final Customer has access to restaurants at PUY DU FOU ESPAÑA, provided they have a valid same-day entry ticket and comply with existing capacity rules. If the Ticket includes dining services, the Final Customer must confirm their reservation upon arrival at the Park, at designated counters, to validate their dining voucher.
Specific dining vouchers are accepted only at the Park's fast-food outlets and are valid only on the day of the visit.
Access to the Park with animals is not permitted.
All minors must be accompanied by a parent or other authorized adult.
The Emotion Pass allows access to a reserved area, subject to availability.
Regarding the Night Show, the Ticket is only valid for the reserved date and performance, with a specific seat in either Classic or Preferred locations. Children with free admission must remain seated on their accompanying adult's lap throughout the show. The number of free tickets may not exceed the number of paid tickets.
COMPLAINTS
The Final Customer may address complaints, grievances, or information requests to the Customer Service of PUY DU FOU ESPAÑA, S.A. by registered mail with acknowledgment of receipt to the following address: CM 40, Salida 13 – 45004 Toledo, by email at info.es@puydufou.com, or by phone at the following number: 925 630 135.
Any complaint regarding Tickets or associated services must be accompanied by the Tickets themselves, as well as any vouchers or coupons included with them, and any supporting documentation for the facts on which the complaint is based.
PUY DU FOU ESPAÑA, S.A. will make its best efforts to respond to complaints within a maximum period of 30 calendar days from the date of receipt of the complaint.
MODIFICATIONS AND PARTIAL OR TOTAL CANCELLATIONS OF RESERVATIONS BY THE CUSTOMER
The cancellation conditions specified in this clause apply to all services, which by their nature are susceptible to cancellation, offered by PUY DU FOU ESPAÑA, S.A., encompassed within the concept of Tickets as defined in clause 1 (unless specific conditions are established in the Tickets themselves).
Before completing the purchase, the Final Customer must ensure the accuracy and suitability of the entered data and selected dates, as the cancellation conditions stipulated in clause 9.1 will automatically apply.
Cancellations
Tickets do not allow for modifications, cancellations, or refunds. If the Final Customer does not attend to enjoy the Park during the day and/or the Night Show on the date specified on the Ticket, regardless of the reason, they do not have the right to demand a refund or modification of the Ticket date from PUY DU FOU ESPAÑA, S.A.
RIGHT OF WITHDRAWAL FOR PURCHASES THROUGH THE WEBSITE OR BY PHONE: The Customer should be aware that, as established by Article 103 of the Consumers and Users Law, the right of withdrawal cannot be exercised for contracts related to the provision of leisure activities services when they specify a specific date or period of execution. Therefore, the Final Customer does not have the right of withdrawal in relation to the purchase of Tickets, as they are acquired to enjoy the Park during the day and/or the Night Show on a specific date.
MODIFICATIONS AND CANCELLATIONS BY PUY DU FOU ESPAÑA, S.A.
PUY DU FOU ESPAÑA, S.A. reserves the right to eliminate or modify the services offered in its brochures and on the website at any time.
Conditions applicable to all Tickets and associated services
If, for reasons not attributable to PUY DU FOU ESPAÑA, S.A. and provided it occurs prior to the opening of the Park, it becomes impossible to provide some or all of the services associated with the Tickets (e.g., non-performance of a show for an entire day), PUY DU FOU ESPAÑA, S.A. will notify the Final Customer promptly via regular or electronic mail, proposing a modification accordingly. In this case, the Final Customer may promptly choose between:
Requesting a refund of the amounts paid for the Ticket(s). This request must be sent via certified mail with acknowledgment of receipt to PUY DU FOU ESPAÑA, S.A. within twenty calendar days from the agreed date for the provision of services.
Accepting the proposed modification by PUY DU FOU ESPAÑA, S.A. In this scenario, the Final Customer will communicate their choice promptly and in writing.
If the impossibility of providing some or all of the services associated with the Tickets occurs during the Final Customer's stay in the Park, PUY DU FOU ESPAÑA, S.A. will propose, to the extent possible, an alternative service (for example, a change of visit date). However, Tickets will not be refunded if the impossibility of providing the service(s) is due to force majeure (Article 58.b of Royal Decree 2816/1982, of August 27, approving the General Regulation of Police of Public Shows and Recreational Activities).
In other words, if the Park is open to the public and a specific show cannot be performed due to force majeure, the ticket price will not be refunded.
INTELLECTUAL AND INDUSTRIAL PROPERTY
PUY DU FOU ESPAÑA, S.A. is the sole owner of the industrial property rights related to its brand and other distinctive signs of its ownership.
Therefore, the Final Customer undertakes not to carry out any act of disposition of PUY DU FOU ESPAÑA, S.A.'s trademarks and distinctive signs, including their use by any means, physical or digital, for purposes other than those expressly authorized, if applicable. This obligation is indefinite.
Under no circumstances shall access, navigation, and use of the Website by the Final Customer and/or the purchase of Tickets and/or attendance at the Park during the day and/or the Night Show imply a waiver, transfer, license, or assignment, in whole or in part, of intellectual property rights, industrial rights, or any other nature by PUY DU FOU ESPAÑA, S.A. in favor of the Final Customer or third parties.
References to registered trademarks or trade names, or other distinctive signs, whether owned by PUY DU FOU ESPAÑA, S.A. or third-party companies, imply a prohibition on their use without the consent of PUY DU FOU ESPAÑA, S.A. or their rightful owners.
PERSONAL DATA (LOPD)
In accordance with the provisions of Organic Law 3/2018 and Regulation (EU) 2016/679, PUY DU FOU ESPAÑA S.A. informs the Final Customer as follows regarding the processing of their personal data:
Responsible Party: PUY DU FOU ESPAÑA S.A.
Purpose: Contractual management arising from the present relationship.
Legitimacy: Consent of the data subject and contractual performance.
Recipients: The data provided will not be transferred to any third party, except by legal obligation.
Rights: You have the right to access, rectify, erase data, object, restrict processing, and data portability, which can be exercised at the address of the responsible party indicated in this contract, or via email to misdatos@puydufou.com.
Additional Information: Please refer to the additional and detailed information on data protection on the website. Additionally, a copy of this Privacy Policy will be sent to your email during the booking process.
RESPONSIBILITIES
PUY DU FOU ESPAÑA, S.A. shall only be liable for damages caused to Final Customers, third parties, or property when such damages are caused by its gross negligence or willful misconduct in accordance with legal provisions.
Therefore, PUY DU FOU ESPAÑA, S.A. shall not be responsible for breaches caused by acts attributable to the Final Customer, for which the Customer shall be liable under the law, or for events not directly attributable to PUY DU FOU ESPAÑA, S.A.
Personal plans, including travels, accommodations, or services contracted by the Final Customer independently, are at their own risk and expense. PUY DU FOU ESPAÑA, S.A. assumes no responsibility in this regard.
FORCE MAJEURE
In addition to events generally accepted by jurisprudence as force majeure, the obligations of PUY DU FOU ESPAÑA, S.A. shall be automatically suspended, and PUY DU FOU ESPAÑA, S.A. shall not be held responsible for any breach in the event of force majeure or any event beyond its control, which prevents the normal operation of the Park and/or Night Show, such as: adverse weather conditions, floods, fires, health disasters including pandemics, strikes, company closures, difficulties in procurement, decisions by administrative authorities, riots, vandalism, accidents, transportation blockages or delays, force majeure of suppliers, or any other cause resulting in partial or total shutdown for PUY DU FOU ESPAÑA, S.A. or its suppliers. PUY DU FOU ESPAÑA, S.A. shall inform the customer of such an event by postal or email communication. If the force majeure event or its consequences last more than 20 days from the date of notification by postal or email communication, either party may cancel the purchase of the Tickets by certified mail with acknowledgment of receipt, without this cancellation entitling either party to compensation, penalties, or damages.
INSURANCE
PUY DU FOU ESPAÑA, S.A. has liability insurance covering personal, material, and immaterial damages up to a maximum amount of €15,000,000.00.
The maximum amount of compensation per claim shall be €15,000,000.00 for personal, material, and immaterial damages.
SAFEGUARD CLAUSE
All clauses or provisions of these General Terms and Conditions of Sale shall be interpreted independently and autonomously. The nullity of any clause or provision by judicial sentence or final arbitral decision shall not affect the validity of the remaining provisions. The affected clause or clauses shall be replaced by others that preserve the intended effects of the General Terms and Conditions of Sale.
DISPUTE RESOLUTION
Spanish law shall apply to any litigation arising from or related to the present relationship. The competent court to resolve any dispute shall be determined by mutual agreement of the parties. In the absence of an agreement, the competent court shall be the one corresponding to the domicile of the consumer and user.
You can obtain the complete General Terms and Conditions of Sale at www.puydufouespana.com/espana, by phone at +34 925 63 01 35, or via email at info.es@puydufou.com.
PUY DU FOU ESPAÑA'S LIABILITY WAIVER. SPECIFIC CAUSES
Puy du Fou España disclaims all responsibility and therefore will not offer cancellation, modification, or refund of Tickets purchased due to the following causes, with the following list being merely illustrative and not exhaustive:
Waiting times in queues not attributable to PUY DU FOU ESPAÑA, S.A.: Visitors should plan their visit in advance to enjoy all shows. Waiting times in queues can range from 45 minutes to 1 hour; however, in extraordinary circumstances, it may be longer on days with high public attendance. Additionally, visitors who wish to expedite their wait time can purchase the "Pase Emoción" product.
Rain and other adverse weather conditions: Shows will proceed in case of rain and other adverse weather conditions, except in extreme cases such as floods, hurricane-force winds, catastrophic snowfall, etc.
Low visibility due to the use of umbrellas by other visitors: The park regulations posted on the website www.puydufouespana.com/espana prohibit the use of umbrellas during shows.
Common illnesses: Flu, COVID, etc.
Illness or death of a family member/friend/acquaintance: Except for first-degree relatives by blood, documentary evidence must be provided.
Capacity: Puy du Fou España responsibly declares that it does not sell more tickets than its maximum allowed capacity.
Delays in catering services due to external causes causing delays in attending shows: Such as problems with the payment system.
Inability to enjoy a show due to door closure: Show doors close 5 minutes before the start of the show.
Discrepancies in rates: All rates are published on the website. Additionally, these General Terms and Conditions of Sale inform Customers that rates are dynamic.
Errors in the redemption of gift cards and similar: The website clearly specifies the steps to correctly redeem a gift card and similar items.