General Terms and Conditions of Service
GENERAL TERMS AND CONDITIONS FOR TICKET SALES, STAYS, ASSOCIATED SERVICES FOR INDIVIDUALS, AND PACKAGE TOURS - 03/25/2025
1. GENERAL PROVISIONS
These General Terms and Conditions of Sale expressly regulate the relationships arising between PUY DU FOU ESPAÑA, S.A. (with C.I.F. No. A-45871472 and registered office at Autovía CM-40, KM 13, 45004 - Toledo) and individuals, or groups of individuals of fewer than twenty (20) people, who purchase tickets (hereinafter, the "Final Client/s") to attend the "PUY DU FOU ESPAÑA" Park (hereinafter, the "Day Park") and/or the Night Show called "EL SUEÑO DE TOLEDO" (hereinafter, the "Night Show"), located in Toledo.
• "Tickets" refer to access tickets to the Puy du Fou España Park; • "Night Show tickets" refer to access tickets to the night show El Sueño de Toledo; • "Combined ticket" refers to access tickets for both the Day Park and the Night Show; • "Add-ons" include Emotion Passes, Grand Emotion Passes, and other add-ons linked to the tickets, such as lockers, wheelchair rentals, and additional services (e.g., Flexible Rate); • "Catering" refers to catering services purchased; • "Package tour" refers to any combination of at least two of the following travel services sold or offered for sale by Puy du Fou España, S.A., when the combination is contracted as a single operation and for a total price: a. Transportation (including transfers organized by Puy du Fou España or its intermediaries). b. Accommodation. c. Tickets for the park and/or shows. d. Other tourist services not ancillary to transport or accommodation.
The purchase, possession, and/or use of tickets, night show tickets, combined tickets, add-ons, catering, and package tours imply 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 Clients, 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 Final Client 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.
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 and other services, the Client may 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, add-ons, catering, and package tours are only valid for the dates indicated on them, as selected during the purchase process. If the Final Client 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 obliged to allow access. However, for the Combined Ticket option (Day Park + Night Show), the Final Client must check the specific conditions indicated on the ticket.
Tickets, night show tickets, combined tickets, add-ons, catering, and package tours are nominative and non-transferable (resale is prohibited) and may only be used by the individuals specified on them. In this regard, PUY DU FOU ESPAÑA, S.A. staff may request the Final Client to present an official identity document. Without prejudice to what is stated later, PUY DU FOU ESPAÑA S.A. assumes no responsibility for any lost, stolen, damaged, or destroyed tickets.
Final Clients 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 be entitled to a refund of the amount paid.
3. PURCHASE OF TICKETS
3.1. Ticket Purchase Process and Associated Services
Tickets and other related 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, the "Website").
• At the Park's ticket offices on the day of the visit, according to the opening calendar and availability.
Ticket purchases through the Website can be made in Spanish, French, or English. The Final Client must select the tickets, indicating their quantity, the specific associated services, and the date of use, adding them to the shopping cart. After clicking "Complete Purchase," they must enter the required details in the designated fields (it is always possible to return to the previous step to modify the selected items). Before validating the request, the Client must review the order, including ticket dates, price, and payment details. PUY DU FOU ESPAÑA, S.A. will acknowledge receipt via email, attaching the invoice and tickets.
To benefit from the prices established for advance bookings, always subject to existing capacity limits, Final Clients must place their order at least seventy-two (72) hours before the visit. In addition to the above, Final Clients must specify the delivery address (postal or electronic) and the names of the ticket beneficiaries.
3.2. Effects of the Purchase
The purchase will be final and binding for PUY DU FOU ESPAÑA S.A. once full payment has been made. Likewise, the purchase is final for the Client once PUY DU FOU ESPAÑA, S.A. accepts the order and can only be canceled or modified under the conditions provided in these General Terms and Conditions of Sale. The final purchase also implies full acceptance of the General Terms and Conditions of Sale by the Final Client. If any clause of the General Terms and Conditions of Sale is invalidated or annulled for any reason, the other clauses will remain unaffected. To this effect, the Final Client may contact PUY DU FOU ESPAÑA, S.A. at +34 925 63 01 35 or by email at info.es@puydufou.com
4. PRICES
The prices of tickets, night show tickets, combined tickets, add-ons, and catering services, along with their associated services, are indicated in brochures and/or on the Website. All prices are stated in euros and include VAT. These prices do not, under any circumstances, include personal expenses within the Park.
Children under the age of three (3) will not be charged for tickets and must 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. If no proof is provided, the adult fare will be applied.
This free admission applies only to access to the Day Park and the Night Show and does not extend to other services such as catering, accommodation, or any additional services that may have been contracted.
In all cases, the child's age at the time of the visit to the Park will be considered, not the age at the time of booking.
For individuals with a disability of 33% or greater, proof of disability must be presented at the Park’s ticket offices upon arrival to verify eligibility for the applicable discount.
PUY DU FOU ESPAÑA S.A. offers different pricing options:
A) Advance Reservation Price: If the Final Client purchases the ticket more than 30 days before the visit date for the Day Park and/or Night Show, they will benefit from the advance reservation price as indicated in brochures or on the Website.
However, the Client is informed that pricing is dynamic. This means that ticket prices will vary according to the following time brackets, depending on how far in advance the reservation is made:
Reservations made more than 30 days before the visit date.
Reservations made between 30 and 3 days before the visit date.
B) Regular Price (Without Advance Reservation): If the Final Client purchases tickets less than 30 days before the visit date for the Day Park and/or Night Show, they may only purchase tickets at the regular price listed at the time of purchase (ticket office price).
Regarding the Night Show, the Client may choose from three different seating options:
A) Silver Seating: A seat in the central section of the grandstand. This option has an additional cost per ticket as indicated at www.puydufou.com/espana.
B) Preferred Seating: A seat in the preferred seating area of the auditorium. This option has an additional cost per ticket as indicated at www.puydufou.com/espana.
C) Classic Seating: A seat outside the preferred seating area of the auditorium.
In all cases, seat allocation is done automatically, and the Final Client cannot choose their seat.
5. PAYMENT METHODS
Purchases made through the Website or by phone must be paid for by credit card at the time the Client places the order. PUY DU FOU ESPAÑA, S.A. accepts the following credit cards: Visa and MasterCard. The online sales system uses a secure server and the latest encryption technology. Purchases made at the ticket office can be paid for using a bank card or cash. As in the previous case, PUY DU FOU ESPAÑA, S.A. accepts the following cards: Visa and MasterCard.
6.TICKET DELIVERY
If the Final Client purchases tickets, night show tickets, combined tickets, add-ons, or catering services at the ticket office, they will receive them immediately at the ticket counter.
If the Final Client purchases tickets, night show tickets, combined tickets, add-ons, catering, or package tours via telephone, they will receive an email containing a link that redirects them to the payment gateway, where they can complete the purchase. The tickets will then be sent via email once the payment has been confirmed.
If the Final Client purchases tickets, night show tickets, combined tickets, add-ons, catering, or package tours through the Website, they will be sent via email to the email address provided by the Client. This email may not always appear in the "Inbox," as some internet servers may classify it as spam. It is recommended that the Final Client check the "Junk Mail" folder.
In case of loss or damage to the tickets, the Final Client must inform PUY DU FOU ESPAÑA, S.A. as soon as possible. The company will then inform the Client of the need to collect new tickets at the ticket office on the day of the visit to the Park.
The Final Client is not authorized to offer any service related to the tickets as promotional gifts, prizes, or lottery items.
7. CONDITIONS OF TICKETS AND SERVICE PROVISION
Tickets, night show tickets, combined tickets, and add-ons are nominative and only valid for the dates indicated on them. Park staff may request an identity document from any Final Client to verify that the tickets are in the possession of their rightful owner. If the Client fails to present an identity document, PUY DU FOU ESPAÑA, S.A. reserves the right to deny access to the Day Park and/or Night Show, with no possibility of a refund.
Accommodation conditions will be specified in the vouchers included with the tickets. If a Client arrives outside of the reception’s opening hours, they must contact the accommodation provider directly using the contact details found in the voucher. The general characteristics of the accommodation will be as described in the provided brochures and/or on the Website.
In the event of force majeure, the accommodation provider reserves the right to cancel the reservation, allowing the Client to stay at another nearby location at no additional cost, without any further compensation being owed. The Final Client is required to comply with the General Rules of the Accommodation. If these rules are not followed, Puy du Fou España assumes no responsibility, and the Client will not be entitled to a refund.
The Final Client has access to PUY DU FOU ESPAÑA restaurants, provided they have a valid ticket for that day and subject to capacity limitations. If the ticket includes catering services, the Client must confirm their reservation upon arrival at the Park at the designated service counters to validate their meal voucher.
Specific catering vouchers are only accepted at the Park’s fast-food establishments and are valid exclusively for the date of the visit.
Pets are not allowed in the Puy du Fou España premises (including parking areas), except for assistance dogs, provided that the appropriate certification is presented.
Coolers larger than 20 liters, whether rigid or semi-rigid, are not allowed inside the premises.
All minors must be accompanied by a parent or another authorized adult. School groups must comply with the "Code of Good Practices," which will be provided to the educational institution.
Puy du Fou España does not guarantee that visitors will be able to see all the shows in a single day.
The Emotion Pass and Grand Emotion Pass allow access to a reserved seating area, subject to seat availability and the specific conditions published on the website.
Regarding the Night Show, tickets are only valid for the reserved date and performance time and include a specific seat in the designated section: Classic, Preferred, or Silver. Children with free admission must sit on their accompanying adult's lap for the entire performance. The number of free tickets cannot exceed the number of paid tickets.
8. COMPLAINTS
The Final Client may submit complaints, claims, or requests for information to PUY DU FOU ESPAÑA, S.A.’s Customer Service Department via certified mail 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 925 630 135.
Any claim related to tickets, night show tickets, combined tickets, add-ons, catering, or package tours must be accompanied by the corresponding tickets, coupons, or vouchers, as well as any supporting documentation that substantiates the claim.
PUY DU FOU ESPAÑA, S.A. will make every effort to respond to claims within a maximum period of 30 calendar days from the date of receipt.
Additionally, if PUY DU FOU ESPAÑA, S.A. presents the Client with several possible solutions, the Client must respond as soon as possible, within a maximum of 72 hours.
9. MODIFICATIONS AND PARTIAL OR TOTAL CANCELLATIONS OF RESERVATIONS BY THE CUSTOMER
The cancellation conditions specified in this clause apply to all services provided by PUY DU FOU ESPAÑA, S.A. that are subject to cancellation, including tickets, night show tickets, combined tickets, add-ons, and catering, as defined in Clause 1.
Before completing a purchase, the Final Client must ensure the accuracy and suitability of the entered details and selected dates, as the cancellation conditions outlined in Clause 9.1 will automatically apply.
9.1. Cancellations
Tickets, night show tickets, combined tickets, add-ons, and catering services are non-modifiable, non-cancelable, and non-refundable, except in cases of force majeure. In such cases, the Final Client must notify their inability to use the tickets, add-ons, catering services, and/or accommodation before the scheduled visit date. Requests submitted after the visit date will not be considered. If the Final Client does not attend the Day Park and/or Night Show on the scheduled date without a valid justification, they will not be entitled to a refund or a date change, regardless of the reason.
For package tours, the Final Client may modify or cancel their reservation up to seven (7) days before the scheduled visit date. After this deadline, 100% of the reservation cost will be charged.
10. MODIFICATIONS AND CANCELLATIONS BY PUY DU FOU ESPAÑA, S.A.
10.1. Modifications and cancellations by PUY DU FOU ESPAÑA applicable to its offered products and services (excluding package tours)
Tickets, night show tickets, combined tickets, add-ons, and catering services will not be refunded if the inability to provide the service(s) is due to force majeure (Article 58.b of Royal Decree 2816/1982, dated August 27, approving the General Regulations of Public Entertainment and Recreational Activities).
In the event of the suspension of the night show or closure of the Park due to force majeure, the Puy du Fou España reservations team will contact the Final Client or their ticket provider as soon as possible after confirming the cancellation. This will be communicated through Puy du Fou España’s official channels (social media, park loudspeakers, website, etc.), providing the client with a form containing the different available options to exchange their tickets, always within the same season in which the suspension occurred. The reservations team will specify a deadline for the client to indicate their preferred exchange option. Once this deadline has passed, no refunds or date changes will be possible.
The cancellation of one or more daytime shows due to organizational circumstances that prevent their performance or due to force majeure does not imply the closure of the Park. Therefore, the above conditions will not apply, and no right to a refund will be granted.
10.2. Modifications and cancellations by PUY DU FOU ESPAÑA applicable to package tours
Modifications and cancellations
a) Modification by Puy du Fou España before the start of the package tour
If PUY DU FOU ESPAÑA is required to significantly modify any essential elements of the package tour contract, the client has the right to choose between:
i. Accepting the proposed modification.
ii. Terminating the contract without penalty, with a full refund of the amounts paid.
iii. Accepting a package tour of equivalent or superior quality, if PUY DU FOU ESPAÑA can offer one. If the proposed tour is of lower quality, the client will be entitled to a refund of the price difference.
In the event of force majeure (as defined in Article 159 TRLGDCU), PUY DU FOU ESPAÑA commits to negotiating with its suppliers to minimize cancellation costs.
b) Cancellation by Puy du Fou España before the start of the package tour
If the package tour is canceled before the agreed departure date for reasons not attributable to the client, they will have the right to:
i. A full refund of the amount paid.
ii. Or a package tour of equivalent or superior quality at no additional cost if PUY DU FOU ESPAÑA can offer one.
In the event of force majeure (as defined in Article 159 TRLGDCU), PUY DU FOU ESPAÑA commits to negotiating with its suppliers to minimize cancellation costs.
Modifications and/or cancellations after the start of the package tour
If, after the start of the package tour, there is a non-compliance with the contracted services:
i. PUY DU FOU ESPAÑA will take all reasonable measures to resolve the issue at no cost to the client unless it is impossible or involves disproportionate costs.
ii. If the non-compliance cannot be resolved and substantially affects the execution of the trip, the client may terminate the contract without penalty and will be entitled to a price reduction.
iii. In the event of force majeure that forces the park to close after the trip has started:
The client will not be entitled to a refund for the accommodation cost, as the trip has already begun.
The ticket price will be refunded if the client does not accept a date change.
If the client attends the night show despite the park closure, only the daytime park ticket will be eligible for a refund or date change.
Organizer Responsibility
Puy du Fou España will be responsible for ensuring the proper execution of all travel services included in the contract unless the non-compliance is attributable to the client, third parties unrelated to the travel services, or unavoidable and extraordinary circumstances.
If the client is dissatisfied or experiences a contractual breach, they may submit a claim to Puy du Fou España within a maximum of two (2) years from the end of the package tour.
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.