Terms & Conditions

These terms explain how booking with Mel’s Excursions works, what we do for you, and what happens if plans change. Please read them before you book. By completing a booking, you agree to these terms.

1. Who we are

Mel’s Excursions is the trading name of Johannes Wilhelmus Hendrikus Messemaker, a self-employed business (autónomo) registered in Spain and registered with the Canary Islands Government as a tourism intermediary (intermediario turístico) under code I-0005294.1.

• NIE/NIF: Y1129411X
• Registered address and shop: Avenida de Colón, 5, C.C. Aguamarina, 38660 Costa Adeje, Santa Cruz de Tenerife, Spain
• Canary Islands tourism registration: I-0005294.1 (Registro General Turístico de Canarias, tourism intermediary)
• Email: bookings.mels@gmail.com
• WhatsApp: +34 665 14 88 17
• Phone: +34 652 39 18 92

In these terms, “we”, “us” and “our” mean Mel’s Excursions. “You” means the person making the booking and everyone included in it.

2. Our role as a booking agent

We are a booking agent. We do not run the excursions ourselves. Every trip on our website is provided by an independent, local operator (for example a boat company, tour company, activity centre or theme park).

When you book, we arrange your place with the operator on your behalf. The operator is responsible for running the excursion, including the vehicles, boats, equipment, guides, safety procedures and the licences and insurance required for their activity. The operator’s own terms may also apply on the day, and we will share any important conditions with you before you book or in your confirmation.

We choose the operators we work with carefully and only sell trips we are happy to recommend, but we cannot control how an operator runs their activity on the day.

3. Making a booking

• You can book online through our website, on WhatsApp or in person at our shop.
• Bookings are subject to availability. Your booking is only confirmed once payment has been taken and you have received a booking confirmation from us.
• The person making the booking must be 18 or over and must have permission to book for everyone in the group.
• Please check that names, dates, times, the number of adults, children and infants, and your pickup details are correct. Tell us straight away if anything is wrong.

4. Prices and payment

• All prices are shown in euros (€) and include IGIC (the Canary Islands sales tax) where it applies.
• Payment is taken in full at the time of booking.
• Online card payments are processed securely by Stripe. We never see or store your full card details.
• Prices are per person unless the excursion page says otherwise (for example per quad, per buggy, per car, per jet ski or per boat).
• Some excursions show a recommended retail price (RRP) alongside our price. The RRP is a reference price for the same excursion elsewhere, so you can see the saving.
• Children’s and infants’ prices and age limits vary between excursions. The correct ages are shown on each excursion page.
• We try to keep all prices accurate. If a price is shown in error, we will contact you before your trip, and you can choose to pay the correct price or cancel for a full refund.

5. Your booking confirmation

After you book, we will send you a confirmation with the details you need for your excursion, such as the date, start or pickup time, pickup point or meeting point, and anything you should bring. Please keep it to hand on the day. If you have not received it, check your spam or junk folder, then message us.

6. Cancelling your booking

• Free cancellation: you can cancel up to 24 hours before the start time of your excursion for a full refund.
• Within 24 hours: cancellations made less than 24 hours before the start time are not refundable.
• No-shows: if you do not turn up, or arrive too late to take part, the booking is not refundable.
• To cancel, message us on WhatsApp or email us with your booking name, excursion and date.

Full details, including refund timings, are in our Refund & Cancellation Policy.

7. The 14-day right of withdrawal

Under Spanish and EU consumer law, the 14-day right to withdraw from a contract does not apply to leisure services booked for a specific date or period (Article 103(l) of Royal Legislative Decree 1/2007). Our excursions fall into this category, so our 24-hour free cancellation policy applies instead.

8. Changing your booking

If you need a different date or time, message us as soon as you can. We will check availability with the operator and move your booking where we can. Changes are not guaranteed, and requests made less than 24 hours before the start time may not be possible. If the new option costs more, you pay the difference. If it costs less, we refund the difference.

9. Changes or cancellations by the operator

Some excursions depend on the weather, sea conditions, wind or mountain conditions. The operator may change, shorten or cancel an excursion if they decide it cannot run safely, or for other operational reasons, such as a technical problem or minimum numbers not being met.

If your excursion is cancelled by the operator, we will contact you and you can choose:

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

We are not responsible for other costs linked to a cancelled or changed excursion, such as taxis, meals or other bookings you have made.

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

10. Pickups, meeting points and timing

• Many excursions include pickup from set points in the south of Tenerife. Others meet at a harbour, marina or venue. Each excursion page shows which applies.
• Your confirmation gives your pickup time and point, or meeting point and time.
• Please be ready at least 10 minutes before your pickup or meeting time. Traffic can make pickups run a little late, so please wait at your pickup point.
• If you miss your pickup or arrive too late for the excursion to take you, this is treated as a no-show and is not refundable.

11. Your responsibilities

You agree to:

• give us accurate information when you book;
• bring any identification, driving licence or documents the excursion requires;
• follow the instructions of the operator, guides and crew at all times, including safety briefings;
• respect the environment, wildlife, other guests and local laws;
• look after your own belongings.

An operator may refuse to take anyone who is under the influence of alcohol or drugs, behaves in a way that puts themselves or others at risk, arrives without required documents, or does not meet the requirements for the activity. In these cases no refund is due.

12. Health, age and activity requirements

• Some activities have minimum ages, heights, weights or other requirements. These are shown on the excursion page. Please check them before you book.
• Some activities, such as jet skis, buggies, quads, boats, diving and paragliding, are not suitable for people who are pregnant or have certain medical conditions. If you are unsure, ask us before booking and check with your doctor.
• Please tell us about any medical condition, disability or mobility needs that could affect your participation, so we can check with the operator before you book.
• Children must be accompanied by a responsible adult at all times.

13. Insurance

Operators are responsible for holding the insurance required for their activity. We strongly recommend that you also have personal travel insurance that covers the activities you book, including cancellation, medical costs and personal belongings.

14. Our liability

As a booking agent, we are responsible for arranging your booking correctly and for the information we give you. The operator is responsible for providing the excursion itself.

We are not liable for injury, illness, loss, damage, delay or cost caused by the acts or omissions of an operator, by you, or by events beyond our reasonable control, such as severe weather, natural events, strikes, road closures or official restrictions. If we are found liable for a failure in our own service, our liability is limited to the price you paid for the booking concerned.

Nothing in these terms limits or excludes any liability that cannot be limited or excluded by law, including liability for death or personal injury caused by our negligence, or your statutory rights as a consumer.

15. Complaints

If something is not right, please tell us as soon as possible, ideally on the day, so we can try to sort it out with the operator while you are still on the island. You can message us on WhatsApp, email us or visit the shop. We will reply within 14 days.

Official complaint forms (hojas de reclamaciones) are available at our shop, as required by Canary Islands Decree 77/2022.

16. Our website and content

The text, photos, logos and design of this website belong to Mel’s Excursions or are used with permission. You may not copy or reuse them without our written consent. We aim to keep excursion information accurate, but details such as timings, routes and inclusions can be changed by operators. We will tell you about any important changes that affect your booking.

17. Your personal information

We use your personal information to manage your booking and share the details needed with the operator. Our Privacy Policy explains how we look after your data.

18. Changes to these terms

We may update these terms from time to time. The version shown on our website when you book is the one that applies to your booking.

19. Law and jurisdiction

These terms are governed by Spanish law. Any dispute will be dealt with by the courts of Santa Cruz de Tenerife. If you are a consumer, this does not affect your right to bring a claim in the courts of the place where you live, or your rights under the consumer protection laws of your country of residence.

20. Contact us

• 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.