Sales Policy

General Terms and Conditions of Sale

These General Conditions of Sale regulate the online purchase of Tickets, Experiences and Passes for Terra Natura or Aqua Natura. These General Conditions of Sale must be complemented by the General Conditions of Access and by any other Special Conditions that may be established in each case. Terra Natura, S.A. may modify these conditions and terms by publishing such modifications on the websites, so that they may be known by the Users prior to the online purchase of the tickets offered. Thus, the User must carefully read all the conditions before purchasing tickets through tickets. terranatura.com The User declares to be of legal age and to have the necessary legal capacity to contract through the Website and, consequently, to know, understand and accept these Conditions of Sale. VALIDITY: The Tickets or Experiences purchased through the official website of Terra Natura will be valid only for the selected day of visit, which will be printed on the Ticket itself. LANGUAGE: The purchase process can be carried out in Spanish and English. PRICES: The prices shown on the screen are those in force, unless there is a typographical error. They are fixed in Euros and include Value Added Tax (VAT). METHODS OF PAYMENT: Payment for tickets can only be made by credit or debit card with VISA or MASTERCARD.

TERRA NATURA, S.A. informs that they constitute criminal conducts, the use of this system of electronic payment to acquire tickets, in the case of:

• To facilitate false data of the buyer.
• To facilitate information of the number of the card used as means of like payment way.
• Providing card numbers that do not coincide with those of the purchaser.
• Using card numbers generated with computer programmes or similar algorithms.

Conditions for changes

Tickets are non-refundable once purchased. However, the user may request a change of date by contacting the company selling the ticket. In the case of having been purchased directly from Terra Natura by contacting the email info@terranatura.com or by calling 966 072 770. To exercise this right on the part of the User, 3 conditions are necessary:

• That the Tickets or Experiences have not been previously used or validated redeemed by Terra Natura's access control system.
• That the tickets have not expired on the date on which the change is requested.
• In the case of promoted tickets bought during a promotion, the proposed new visit date must be within the dates of validity of the promotion.

Applicable law and jurisdiction

These General Conditions of Sale and, where applicable, the Special Conditions that may be applicable, shall be governed by Spanish law, which shall be applicable in all matters not provided for in this contract in terms of interpretation, validity and execution. The parties expressly waive the jurisdiction that may correspond to them, and expressly submit themselves to the Courts and Tribunals of Murcia to resolve any controversy that may arise in the interpretation or execution of the present General and Particular Conditions of Sale.

General conditions of access

• The purchase of a Ticket or Experience implies acceptance of and compliance with the park's rules of operation.
• Terra Natura S.A. reserves the right to organise events in its facilities that may not be included in the ticket price. Likewise, the ticket does not entitle you to paid experiences or temporary events organised by companies outside Terra Natura.
• Opening times and days will be communicated and updated on the Terra Natura Benidorm website (www.terranatura.com) periodically and may be modified according to the needs of the company.
• Tickets are subject to the availability of the park's capacity.
• In the event of adverse weather conditions or technical problems, the park may be closed as a security measure.
• Rules of operation in the Terra and Aqua Natura parks.
• Terra Natura S.A. reserves the right of admission and expulsion, which will be exercised in accordance with the relevant legal and regulatory provisions.
• It is necessary to wear suitable attire. It is compulsory to cover your torso and wear shoes in Terra Natura Zoo.
• Picnics are permitted in the areas set aside for this purpose inside the enclosures, although these areas have a limited capacity and the rules set out above must be respected.
• It is forbidden to enter the site with shopping trolleys or any type of industrial food container. It is forbidden to enter the site with coolers, cooler bags or cooler backpacks that exceed the maximum permitted dimensions: 30cm x 20cm x 20cm.
• The picnic areas will be used at the time of the meal without being able to reserve tables or use them to deposit bags and other personal belongings.
• It is not permitted to reserve tables, chairs or deckchairs during the day.
• It is not permitted to move furniture from the picnic area to other areas of the park.
• Once the picnic is over, the rubbish will be collected and deposited in the nearby containers.
• The rules of coexistence and good behaviour with other visitors and park employees must be respected.
• Terra Natura reserves the right to monitor the picnic areas to ensure compliance with these rules and to inform users who do not comply with them to leave the area.
• Picnicking is not permitted on the terraces of the park's restaurants and cafeterias.
• Smoking is forbidden in any area of the 2 enclosures.
• It is not permitted to enter the park with any type of object or utensil that prevents the normal development of the park's activities, or endangers the integrity of our visitors or facilities.
• Children under 14 years of age must be accompanied at all times by an adult responsible for the minor.
• Animals are not allowed in the park.
• For safety reasons, it is not permitted to run around the facilities or make improper use of them.
• Bathing in the fountains is not permitted.
• Terra Natura reserves the right to modify the opening and closing times of the park due to full capacity or force majeure.
• Terra Natura accepts no responsibility for the suspension or modification, without prior notice, of shows and demonstrations due to adverse weather or technical conditions, or any other force majeure or unforeseen circumstances.
• Terra Natura reserves the exclusive and exclusive right to film inside its facilities and to the commercial use of the same, and same and will take the appropriate legal action in the event of any violation of this right by third parties.
• Terra Natura is not responsible for lost or theft stolen of personal belongings objects at any point in our facilities.
• For security reasons, it is compulsory to follow the instructions of Terra Natura staff.
• For security reasons and if deemed necessary, Terra Natura reserves the right to require your handbags, bags or any other carrier to be opened and inspected.
• Terra Natura is not responsible for objects left inside vehicles parked on its premises.
• The time a vehicle can stay in the car park ends when our facilities close.
• Please respect the safety distances indicated in the animal enclosures. Terra Natura cannot be held responsible for any material damage in the event of non-observance of the safety rules.
• For safety reasons it is forbidden to run inside the facilities.
• Swimming costumes must be worn in the pools and slides.
• Clothing with buttons or zips is not allowed on the slides.
• Only footwear suitable for swimming pools and slides is permitted.
• For safety reasons, pregnant women and people with heart problems are not allowed to use the slides.
• Only floats supplied by Terra Natura may be used in the pools and slides.
• Sunbeds and sun loungers may only be used in the appropriate places and may not be moved to other areas.
• Children under 12 years of age may not be left unattended in the pools or children's area.
• It is forbidden to eat or drink inside the pools and slides.
• It is forbidden to wear glasses (sunglasses or prescription glasses) on the slides and in the deep parts of the pools. In the shallow parts, they may be worn with a safety strap to prevent them from falling.
• For reasons of safety and possible loss, it is recommended not to carry any valuables when using the slides and pools.
• It is forbidden to go beyond the lines marked out for bathing.
• It is compulsory to follow at all times the rules at all times for the use of the water attractions and the instructions of the lifeguard staff in this respect.
• It is necessary to know how to swim to use some of the park's attractions.
• It is compulsory to take a shower before using any of the aquatic facilities.
• For safety reasons, it is forbidden to use the slides and pools under the influence of alcohol or drugs.
• For safety reasons, the use of the slides is forbidden to people with disabilities or health problems that could put their integrity at risk.
• These rules may be modified or altered by Terra Natura for any reason that may arise in connection with the operation of the park.

Terms and conditions of sale and use of Family Cards and Passes

Passes / Family Cards purchased during the March/April promotional campaign must be processed/collected in physical card format before 15 June of the same year of purchase. After this date, if the Passes / Family Cards have not been processed / collected in physical card format, the contract will be invalid, and Terra Natura will not refund any amount to the customer.

Terra Natura Passes / Family Cards: allow entry to Terra Natura for one year (from the date of issue) every day the site is open to the public. Consult the calendar at www.terranatura.com.

Terra Natura + Aqua Natura Passes / Family Cards: admission to Terra Natura and Aqua Natura for one year (from the date of issue) every day the site is open to the public. Consult calendar at www.terranatura.com.

Passes / Family Cards will be used for private visits except for school and/or children's group visits, which have an educational, specialised and personalised focus.

Minors must be accompanied at all times by an adult responsible for the child.

Whenever required by Terra Natura staff, the pass must be presented together with an identity document to verify the ownership of the Pass/Card. If it is found that the person presenting it is not the holder, it will be understood that fraudulent or misleading use is being made of the Pass/Card.

No changes to the Pass/Card holder will be permitted.

The price of the Pass/Card does not include left-luggage services, photographs or any other services that are not exclusively for access/stay in the facilities.

Terra Natura S.A. reserves the right to organise events in its facilities that may not be included in the ticket price. Likewise, the Pass/Card does not entitle the holder to access shows, attractions, biological demonstrations and paid activities, exhibitions or temporary events organised by companies other than Terra Natura.

Any use other than that mentioned in this document and contrary to the rules of operation will be considered fraudulent or misleading on the part of the holder and will be sufficient reason to cancel the validity of the pass and withdraw it definitively, and no liability may be derived for any possible damage caused to the holders. The opening times and days will be communicated and updated on the Terra Natura Benidorm website.

The Pass / Family Card guarantees the customer a minimum opening period of 150 days. Therefore, in the event that during the validity of the pass, the park must remain closed for any reason beyond the control of Terra Natura S.A., the customer will not be entitled to any compensation if the minimum period of 150 days of opening has been met. If the closure period makes it impossible to reach the afore mentioned 150 days, the pass will be extended by the period necessary to reach the afore mentioned 150 days of availability, without any further right or compensation in favour of the customer.

The Pass / Family Card is non-transferable and may be required together with the Pass / Family Card on presentation of the ID at the entrance to the site.

It is essential to present the Pass/Card to be able to enter the enclosure, in the case of not having it due to forgetfulness, theft or loss, the price of a new copy of the pass will be 3 euros and in the case of theft or loss, Terra Natura must be informed as soon as possible of its loss or theft by calling 966 072 770 or sending an email to info@terranatura.com.

The Passes/Cards are subject to the availability of the capacity of the park, the capacity may change depending on external factors or for reasons of application of new regulations, in case of adverse weather conditions the enclosure may be closed as a security measure which will not entitle you to compensation for this reason.

The acquisition of the Pass/Card implies acceptance of and compliance with the park's operating rules. Failure to comply with these rules, fraudulent use, threats and situations that endanger other visitors or park staff will result in the withdrawal of the Pass/Card and the loss of all rights without any compensation whatsoever.