Refund & Cancellation Policy

Plans change on holiday. This page explains, in plain terms, how cancellations and refunds work when you book with Mel’s Excursions. It forms part of our Terms & Conditions.

At a glance

1. How to cancel

Message us on WhatsApp or email us with:

• the name the booking is under;
• the excursion and date;
• the number of people cancelling.

The 24 hours are counted back from the start time of your excursion (or your pickup time, if pickup is included). We use the time your message reaches us. We will confirm your cancellation in writing.

2. Cancelling part of a group

If only some people in your booking cannot go, the same rules apply to each person. Where an excursion is priced per vehicle or per boat (for example a quad, buggy, car, jet ski or boat), the price is for the vehicle, so removing a passenger does not reduce the price.

3. Cancellations by the operator

Some excursions depend on the weather, sea conditions, wind or mountain conditions, and the operator will always put safety first. If your excursion is cancelled by the operator, we will contact you as soon as we know and you can choose:

• a new date for the same excursion, subject to availability;
• a different excursion, paying or receiving the difference; or
• a full refund.

Wildlife sightings, views and weather can never be guaranteed. If the excursion runs as described, not seeing whales or dolphins, or cloud on Teide, is not a reason for a refund.

4. Changing your date

Rather than cancel, you may be able to move your booking. Message us as soon as you can and we will check availability with the operator. Changes are not guaranteed, particularly less than 24 hours before the start time.

5. When refunds are not given

• Cancellations made less than 24 hours before the start time.
• No-shows, missed pickups or arriving too late to take part.
• Being refused by the operator for being under the influence of alcohol or drugs, unsafe behaviour, or not meeting the age, height, health, licence or document requirements shown on the excursion page.
• Leaving an excursion early by choice.

6. How and when you are refunded

• Refunds go back to the card or payment method you used to book.
• We process approved refunds within 1 to 3 working days.
• Your bank or card provider then usually takes 5 to 10 working days to show the money in your account.
• We refund the amount you paid. We cannot refund bank charges or currency exchange differences applied by your card provider.

7. Questions

If you are unsure whether you can cancel or change a booking, message us first. We are happy to help.

• WhatsApp: +34 665 14 88 17
• Phone: +34 652 39 18 92
• Email: bookings.mels@gmail.com
• Shop: Avenida de Colón, 5, C.C. Aguamarina, 38660 Costa Adeje, Santa Cruz de Tenerife, Spain. Open 7 days, 9am to 8pm.