General Terms and Conditions of Service
GENERAL TERMS AND CONDITIONS FOR THE SALE OF TICKETS, STAYS, AND ASSOCIATED SERVICES FOR INDIVIDUALS - 04/10/2024
1. GENERAL PROVISIONS
These General Terms and Conditions of Sale will expressly govern the relationships arising between PUY DU FOU ESPAÑA, S.A. (C.I.F No. A-45871472, located at Autovía CM-40, KM 13, 45004 - Toledo) and individuals, or groups of individuals of fewer than twenty (20) people, who purchase tickets (hereinafter referred to as the "Final Customer/s") to attend the "PUY DU FOU ESPAÑA" Park (hereinafter referred to as the "Day Park") and/or the Night Show called "EL SUEÑO DE TOLEDO" (hereinafter referred to as the "Night Show"), located in Toledo.
Tickets will be understood as the access tickets to the Puy du Fou España Park; "night show tickets" will refer to tickets for access to the Night Show El Sueño de Toledo; "combined ticket" will refer to tickets granting access to both the Day Park and the Night Show; "supplements" will refer to Emotion Passes, Grand Emotion Passes, and other supplements linked to the tickets, such as lockers, wheelchair rentals, and hiring additional services (e.g., flexible rate); "catering" will refer to the catering services contracted; "combined travel" will refer to a package of tickets + accommodation.
The acquisition, possession, and/or use of tickets, night show tickets, combined tickets, supplements, catering, and combined travel implies the express acceptance of these General Terms and Conditions of Sale.
These General Terms and Conditions of Sale are valid at the date of purchase and may be updated at any time, prevailing over any other document provided to Final Customers, including advertising and/or informational brochures, always taking into account 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, usage regulations, or notices that apply.
The visitor agrees that we may notify them of modifications on the websites of Puy du Fou España, and that such modifications will take effect thirty days after such notification on the web.
In any case, before purchasing Day Park tickets and/or Night Show tickets and other concepts, the Customer can always consult the applicable General Terms and Conditions of Sale of PUY DU FOU ESPAÑA, S.A.
2. VALIDITY AND GENERAL CHARACTERISTICS OF TICKETS
Tickets, night show tickets, combined tickets, supplements, catering, and combined travel are only valid for the dates indicated on them, according to what was selected during the purchase process. If the Final Customer does not show up on the date indicated on the ticket, they lose the right to use the Ticket, and PUY DU FOU ESPAÑA, S.A. will not be obligated to allow them access. However, for the combined ticket option of Day Park + Night Show, the Final Customer must consult the specific conditions indicated on the Ticket.
Tickets, night show tickets, combined tickets, supplements, catering, and combined travel are nominative and non-transferable (resale is prohibited) and may only be used by the persons specified on them. In this regard, the staff of PUY DU FOU ESPAÑA, S.A. may request the Final Customer to show an official identification document. Without prejudice to what is stated later, PUY DU FOU ESPAÑA S.A. accepts no responsibility for any lost, stolen, damaged, or destroyed Ticket.
Final Customers must comply with the internal regulations of the Park. PUY DU FOU ESPAÑA, S.A. reserves the right of admission, and may expel those who violate these rules, who will not have the right to a refund of the payment made.
3. PURCHASE OF TICKETS
3.1. Ticket and Associated Services Purchase Process
Tickets and other associated services can be purchased through the following means:
- By phone at +34 925 63 01 35 from 09:30 to 19:00, Monday to Friday; and from 09:30 to 18:00 on Saturdays and Sundays.
- Through the website www.puydufou.com/espana (hereinafter referred to as the "Website").
- At the Park's ticket offices on the day of the visit according to the opening calendar and availability.
Purchasing tickets through the Website will be conducted in Spanish, French, or English. The Final Customer must select the tickets, indicating their number, the specific associated services, and the date for their use, placing them in their shopping cart. After clicking "Make Purchase," they must enter their details in the designated fields (it is always possible to return to the previous step to modify the indicated items) and then, before validating the request, must verify the order, including the dates of the tickets, the price, and the payment details. PUY DU FOU ESPAÑA, S.A. will acknowledge receipt by email, attaching the invoice and the tickets.
To benefit from the prices established for early reservations, and subject to existing capacity limits, Final Customers must place their order at least seventy-two (72) hours prior to the visit. In addition to the above, Final Customers must specify the delivery address (postal or electronic) and the names of the beneficiaries of the tickets.
3.2. Effects of Purchase
The purchase will be definitive and binding for PUY DU FOU ESPAÑA S.A. once full payment is made. Likewise, the purchase is definitive for the Customer from the moment PUY DU FOU ESPAÑA, S.A. accepts the order, and may only be canceled or modified in accordance with the conditions provided in these General Terms and Conditions of Sale. The definitive purchase also implies full acceptance of the General Terms and Conditions of Sale by the Final Customer. If any clause of the General Terms and Conditions of Sale is invalidated or annulled for any reason, the remaining clauses will not be affected. For these purposes, the Final Customer can contact PUY DU FOU ESPAÑA, S.A. at +34 925 63 01 35 or via email at info.es@puydufou.com.
4. PRICES
The prices of tickets, night show tickets, combined tickets, supplements, and catering and their associated services are indicated in the brochures and/or on the Website. All prices are indicated in euros, VAT included. These prices do not include personal expenses within the Park under any circumstances.
Children under three (3) years old will not pay for tickets and will sit in the same seat as the accompanying adult. The staff of PUY DU FOU ESPAÑA may request proof of the child's age at any time. If proof is not presented, the adult rate will be applied.
The free admission is limited solely to access to the Day Park and the Night Show, excluding other services such as catering, accommodation, and/or other subscribed services.
The date of attendance at the Park will be taken into account to determine the child's age, not the reservation date.
For individuals with a disability of 33% or more, documentation proving the disability must be presented at the ticket offices to confirm the application of the discount.
PUY DU FOU ESPAÑA S.A. offers various types of rates:
A) Early Booking Rate: If the Final Customer purchases the ticket more than 30 days before the visit, they can benefit from the booking rate displayed in brochures or on the Website.
However, pricing is dynamic, and prices may vary according to the following periods:
- Reservations made more than 30 days before the visit.
- Reservations made between 3 and 30 days before the visit.
B) No Early Booking Rate: For tickets purchased less than 30 days before the visit, only the no booking price (box office price) applies.
For the Night Show, the Customer can choose between three types of tickets:
A) Silver Location: a seat in the heart of the stands, with an additional cost indicated on www.puydufou.com/espana.
B) Preferred Location: a seat in the preferred area, with an additional cost indicated on www.puydufou.com/espana.
C) Classic Location: a seat outside the preferred area.
In all cases, seats are assigned automatically, with no choice for the Final Customer.
5. PAYMENT METHODS
Payment for a purchase via the Website or by phone can be made by credit card and is processed at the time of the order. PUY DU FOU ESPAÑA, S.A. accepts Visa and MasterCard. The online sales system uses a secure server and state-of-the-art encryption technology. Purchases at the ticket offices can be made by bank card or cash, with the same accepted cards (Visa, MasterCard).
6.TICKET DELIVERY
If the Final Customer purchases tickets, night show tickets, combined tickets, supplements, and/or catering at the ticket offices, these are handed over immediately.
By phone, a link to the payment gateway is sent via email, allowing the Customer to receive the tickets by email once the payment is confirmed.
Through the Website, tickets are sent by email to the address provided by the Final Customer. Please note that this message may end up in the "spam" folder.
In the event of loss or damage to tickets, the Final Customer must inform PUY DU FOU ESPAÑA, S.A., which will indicate whether replacement tickets must be collected at the ticket offices on the day of the visit.
The Final Customer may not offer tickets as gifts, prizes, or for a lottery.
7. CONDITIONS OF TICKETS AND SERVICE PROVISION
Tickets, evening show tickets, combined tickets, and supplements are nominative and only valid for the dates indicated on them. The Park staff may request the presentation of an identification document from any Final Customer solely to verify that the Tickets are in the possession of their holder. If not presented, PUY DU FOU ESPAÑA, S.A. reserves the right to deny access to the Park on the day and/or Evening Show, without any possibility of refund by the Final Customer.
The conditions of accommodation will be indicated on the vouchers that make up the Tickets. In the case of entry outside the reception hours, the Final Customer must contact the corresponding accommodation directly, the contact details of which are found on the voucher. The general characteristics of the accommodation will be described in the brochures provided and/or on the website.
In the event of force majeure, the accommodation reserves the right to cancel the reservation, allowing the Final Customer to stay in another nearby location at no additional charge, and shall not be responsible for any additional compensation in this regard. The Final Customer is obliged to comply with the General Rules of the Accommodation. In the case of non-compliance on their part, Puy du Fou España shall not be responsible for it, and the Final Customer shall not be entitled to any refund.
The Final Customer has access to the restaurants of PUY DU FOU ESPAÑA, as long as they are in possession of a same-day ticket and subject to existing capacity rules. If the Ticket includes catering services, the Final Customer must confirm their reservation upon arrival at the Park, at the designated windows, so that their catering coupon is duly validated.
Specific catering vouchers will only be accepted in the Park's fast food establishments and will be valid exclusively for the day of the visit.
Access to the Puy du Fou España site (including parking) with animals is not allowed, except in cases of assistance dogs, presenting the corresponding accreditation for that purpose.
Access to the site with rigid or semi-rigid coolers over 20 liters is not permitted.
Any minor must necessarily be accompanied by one of their parents or another authorized adult. School groups must comply with the Decalogue of Good Practices, which will be provided to the Educational Institution.
Puy du Fou España does not guarantee the viewing of all shows in one day.
The Emotion Pass and Grand Emotion Pass will allow access to a reserved area for this purpose, within the limit of available places and according to the specific conditions governing them, which are published on the website.
Regarding the Evening Show, the Ticket is only valid for the day and the reserved performance and includes a specific seat in the reserved location: Classic, Preferred, or Silver. Children with free tickets will remain seated on the laps of their companions throughout the performance. The number of free tickets cannot exceed the number of paid tickets.
8. COMPLAINTS
The Final Customer can direct their complaints, claims, or information requests to the Customer Service of PUY DU FOU ESPAÑA, S.A., by certified letter with acknowledgment of receipt to the following address: CM 40, Exit 13 – 45004 Toledo, by email at info.es@puydufou.com, or by phone at the following number: 925 630 135.
Any claim related to tickets, evening show tickets, combined tickets, supplements, and catering and/or combined travel must be accompanied by the Tickets themselves and the corresponding vouchers, as well as any documentation supporting the facts on which the claim is based.
PUY DU FOU ESPAÑA, S.A. will make its best efforts to respond to claims received within a maximum period of 30 calendar days from the receipt of the claim.
Likewise, if PUY DU FOU ESPAÑA, S.A. proposes several solutions to the Final Customer, they must respond as quickly as possible, not exceeding 72 hours in any case.
9. 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., which are encompassed in the concept of tickets, evening show tickets, combined tickets, supplements, and catering, as defined in clause 1.
The Final Customer must ensure, before processing the purchase, the accuracy and suitability of the data entered and the selected dates, as the cancellation conditions stipulated in clause 9.1 will be automatically applied.
Cancellations
Tickets, evening show tickets, combined tickets, supplements, and catering do not allow modifications, cancellations, or refunds, except for reasons of force majeure. In this latter case, the Final Customer must communicate the impossibility of redeeming their tickets, supplements, catering, and/or accommodation always before the scheduled date of their visit; if they present proof after that date, their request will not be considered. If the Final Customer does not attend to enjoy the Park on the day and/or Evening Show indicated on the Ticket without any justified cause, regardless of the reason, they will not have the right to request a refund or modification of the Ticket date from PUY DU FOU ESPAÑA S.A. In the case of combined trips, the Final Customer may change or cancel their reservation up to seven (7) days before the date of their visit. Once the maximum date has passed, 100% of the reservation will be charged.
RIGHT OF WITHDRAWAL FOR PURCHASES MADE THROUGH THE WEB OR BY PHONE: The Customer must bear in mind that as established in Article 103 of the Consumers and Users Law, the right of withdrawal cannot be exercised in contracts related to the supply of services related to leisure activities when they foresee a specific date or execution period; therefore, the Final Customer will not have the right of withdrawal regarding the purchase of the Tickets since they are purchased to enjoy the Park on a specific day and/or Evening Show.
10. MODIFICATIONS AND CANCELLATIONS BY PUY DU FOU ESPAÑA, S.A.
Tickets, evening show tickets, combined tickets, supplements, and catering will not be refunded if the impossibility of providing the services is due to force majeure (art 58.b Royal Decree 2816/1982, of August 27, which approves the General Regulation of Police of Public Shows and Recreational Activities).
In case of suspension of the evening show or closure of the Park due to circumstances of force majeure, the reservation team of Puy du Fou España will contact the Final Customer or their ticket provider as soon as possible from the moment the cancellation of the show or closure of the Park is confirmed through the communication channels of Puy du Fou España (social media, park loudspeakers, website, etc.), sending them a form with the different options available to redeem their tickets, always within the same season in which the suspension occurred. The reservations team will indicate in the form the deadline to indicate the desired option for ticket redemption. After that time, there will be no possibility of refund or date change.
The suspension of one or more daytime shows due to organizational circumstances that prevent their celebration or due to force majeure does not imply the closure of the Park, so the provisions of the previous paragraph will not apply, and therefore there will be no right to refund.
The suspension of the show due to force majeure will not obligate Puy du Fou España to refund the Final Customer the amount earned from hotel night bookings. This applies to both reservations made through external channels and those managed by Puy du Fou España itself.
11. INTELLECTUAL 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.
Consequently, the Final Customer agrees not to perform any acts of disposal of the trademarks and distinctive signs of PUY DU FOU ESPAÑA, S.A., including their use by any means, physical or digital, for purposes other than those expressly authorized. This obligation is indefinite.
In no case will access, navigation, and use of the Website by the Final Customer and/or the acquisition of Tickets and/or attendance at the Park during the day and/or Evening Show imply a waiver, transfer, license, or total or partial assignment of intellectual, industrial, or any other property rights 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 legitimate owners.
12. 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: PUY DU FOU ESPAÑA S.A.
- Purpose: Contractual management derived from the present relationship.
- Legitimation: Consent of the interested party and contractual execution.
- Recipients: The provided data will not be transferred to any third party, except by legal obligation.
- Rights: Access, rectify, delete data, oppose, limit, and portability, which can be exercised at the address of the responsible party that appears in this contract, or at the following email address: misdatos@puydufou.com.
Additional information: Please consult the additional and detailed information about data protection on the website https://www.puydufou.com/es/politica-de-proteccion-de-datos-personales. Additionally, a copy of this Privacy Policy will be sent to your email address.
13. RESPONSIBILITIES
PUY DU FOU ESPAÑA, S.A. will only be liable for damages caused by gross negligence or willful misconduct. PUY DU FOU ESPAÑA, S.A. is not responsible for any damages that may occur to the Final Customer as a result of a service offered by other companies in the case of combined trips.
Likewise, the Final Customer acknowledges that they are responsible for the arrangements made for their own travel, accommodation, and all those services that they have not expressly hired with PUY DU FOU ESPAÑA, S.A.
14. FORCE MAJEURE
Puy du Fou España is not responsible for non-fulfillment of obligations resulting from cases of force majeure or events beyond its control.
15. INSURANCE
PUY DU FOU ESPAÑA, S.A. carries liability insurance for damages, with a maximum amount of 15,000,000 euros.
16. SEVERABILITY CLAUSE
The provisions of these General Terms and Conditions are independent. The invalidity or nullity of any of its clauses will not affect the validity of the others, which will remain in full force.
17. DISPUTE RESOLUTION
The Law applicable to these General Terms and Conditions will be Spanish law. In case of disputes arising from the interpretation or execution of these General Terms and Conditions, the parties expressly submit to the jurisdiction of the courts and tribunals of the province of Toledo, unless another jurisdiction is mandatory.
18. EXEMPTION OF LIABILITY
Puy du Fou España will not be liable for cancellations or modifications of tickets and/or services due to delays, line waiting, weather conditions, common illnesses, family emergencies, or any other similar causes.