Sales Policy

General Conditions of Sale

These General Conditions of Sale regulate the online purchase of Tickets, Experiences and Passes for Terra or Aqua Natura. These General Conditions of Sale must be complemented by the General Conditions of Access and any other Special Conditions that may be established in each case. Terra Natura, S.A. may modify these terms and conditions by publishing such modifications on the websites, so that they may be known by the Users prior to the on-line 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 have the necessary legal capacity to contract through the Website and, consequently, 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 that 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 the current ones, except for typographical errors. They are fixed in Euros and include Value Added Tax (VAT). PAYMENT METHODS: Payment for tickets can only be made by credit or debit card with VISA or MASTERCARD. TERRA NATURA, S.A. informs that the use of this electronic payment system to purchase tickets constitutes criminal conduct in the case of:

• Providing false data of the buyer.
• Providing data of the card number used as a means of payment.
• Providing card numbers that do not coincide with those of the purchaser.
• Using card numbers generated with computer programs or similar algorithms.

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 requesting it to the company selling this ticket. In the case of having been purchased directly from Terra Natura, contacting the email info@terranatura.com or calling 966 072 770. To exercise this right by the user, 3 conditions are necessary:

• That the Tickets or Experiences have not been previously used or validated by Terra Natura access control.
• That the tickets have not expired on the date of the request for change.
• In the case of promotional tickets, 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 the Ticket or Experience implies acceptance and compliance with the rules of operation of the park.

Terra Natura S.A. reserves the right to organize 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 organized 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 capacity of the park.

In case of adverse weather conditions or technical problems, the enclosure may be closed as a security measure without financial compensation to the customer.

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 if necessary, according to the corresponding legal and regulatory provisions.
• It is necessary to wear appropriate attire. It is compulsory to cover the torso and wear shoes in Terra Natura Zoo.
• Picnics are allowed in the areas provided for this purpose inside the enclosures, although these areas have a limited capacity, and the exposed rules must be respected.
• It is forbidden to enter the enclosure with shopping carts or any type of industrial food container. It is forbidden to enter the enclosure with coolers, cooler bags or cooler backpacks that exceed the maximum allowed measures: 30cm x 20cm x 20cm
• The picnic areas will be used at the time of the meal without being able to reserve the tables or use them to deposit bags and other personal belongings.
• It is not allowed to reserve tables, chairs or sun loungers during the day.
• It is not allowed to move furniture from the picnic area to other areas of the park.
• Once the picnic is over, garbage will be collected and deposited in nearby containers.
• The rules of coexistence and good behaviour with other visitors and employees of the enclosure will be respected.
• Terra Natura reserves the right to monitor the picnic areas for compliance with these rules and 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 prohibited in any area of the 2 enclosures.
• It is not allowed to access the park with any type of object or utensil that prevents the normal development of the activity of the park, 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 allowed to run around the facilities or make improper use of them.
• Bathing in the fountains is not allowed.
• Terra Natura reserves the right to modify the scheduled opening and closing times of the park due to full capacity or force majeure.
• Terra Natura is not responsible for suspensions or modifications, without notice, shows and demonstrations due to adverse weather or technical conditions, or any other force majeure or fortuitous event.
• Terra Natura reserves the exclusive and exclusive right to filming within its facilities and the commercial use of the same, taking appropriate legal action in the event of violation of this right by third parties.
• Terra Natura is not responsible for lost or stolen objects at any point in our facilities.
• For security reasons, it is mandatory to follow the instructions of Terra Natura staff.
• For security reasons and if deemed necessary, Terra Natura reserves the right to require the opening of your handbags.
• Terra Natura is not responsible for objects deposited inside vehicles parked in its facilities.
• The time of stay of a vehicle in the parking lot ends at the closing of our facilities.
• Please respect the safety distances indicated in the animal enclosures. Terra Natura is not responsible for any material damage in case of not respecting the safety rules.
• It is mandatory to wear a swimsuit 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 allowed.
• 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.
• Hammocks 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 must not be left alone 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) on the slides and in the deep parts of the pools. In the shallow parts of the pools, goggles may be worn with a safety strap to prevent them from falling.
• For safety reasons and possible losses, it is recommended not to carry any valuables during the use of slides and pools.
• It is forbidden to go beyond the lines marked for swimming.
• It is mandatory to follow at all times the rules of use of water attractions and the indications of the lifeguard staff in this regard.
• It is necessary to know how to swim to use some of the park's attractions.
• It is mandatory 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, it is forbidden to use the slides for people with disabilities or health problems that put their integrity at risk.
• These rules may be subject to modification or alteration by Terra Natura for any of the reasons relating to the operation of the park.

Terms and conditions of sale and use of the Passes

The product purchased will be an online product that will be sent by email to the customer in PDF format.

If additional physical card is required, the customer must pay €3 for each person. In case of loss or theft, Terra Natura must be informed as soon as possible by calling 966 072 770 or sending an email to info@terranatura.com.

The original Pass in digital or physical format must be presented at the time of access. Copies are not accepted.

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

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

The Passes will be used for private visits, except for school and/or children's group visits, which have an educational, specialized and personalized approach.

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

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 it.

No changes in the ownership of the Pass will be allowed.

The price of the Pass does not include the services of lockers, photographs and all those that are not exclusively those of access/stay in the facilities.

Terra Natura S.A. reserves the right to organize events in its facilities that may not be included in the ticket price, also, the Pass does not entitle access to shows, attractions, biological demonstrations and paid activities, exhibitions or temporary events organized by companies outside Terra Natura.

Any use other than that mentioned in this document and contrary to the rules of operation will be considered fraudulent or misleading by 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 damages caused to the holders. The opening hours and days will be communicated and updated on the website of Terra Natura Benidorm.

The Pass guarantees the customer a minimum opening during its validity 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 aforementioned 150 days, the pass will be extended by the period necessary to reach the aforementioned 150 days of availability, without any further right or compensation in favour of the customer.

The Pass is non-transferable and may be required along with the presentation of the ID at the entrance of the enclosure.

The access to the Pass is 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 may proceed to close the enclosure as a security measure which will not entitle to compensation for this reason.

The acquisition of the Pass implies acceptance and compliance with the rules of operation of the park, the breach of these rules, fraudulent use, threats and situations that endanger other visitors or park staff will result in its withdrawal and the loss of all rights without compensation.