Sales Policy

Terra Natura (Benidorm)

1. General Sales Rules

It regulates the online purchase of Tickets, Experiences, Parking and Passes for Terra Natura or Aqua Natura.

These must be supplemented by the Access Rules and any Specific Rules applicable in each case.

Terra Natura, S.A. may modify these rules by publishing them on its official website.

The User declares that they are of legal age and have the legal capacity to contract online.

2. Validity, Language and Prices

Validity: Tickets, Parking or Experiences are valid only for the selected date.

Language: The purchase process is available in Spanish and English.

Prices: Prices are expressed in euros and include VAT.

Payment methods:

• VISA or MASTERCARD cards
• Scalapay installment payment system

Criminal conduct in electronic payment:

• Providing false buyer information.
• Using numbers generated by programs or algorithms.

3. Change Conditions

Tickets are non-refundable.

A date change may be requested by contacting Terra Natura by email (info@terranatura.com) or telephone (966-072-770).

In order to process a change:

• Tickets must not have been used or validated.
• Tickets must not be expired.
• For promotional tickets, the new date must fall within the validity period of the promotion.

4. Applicable Law and Jurisdiction

It shall be subject to Spanish law.

The parties are submitted to the Courts of Murcia.

5. Access Rules

The purchase implies acceptance of the park rules.

Terra Natura S.A. may organize events not included in the Ticket price.

Opening days and hours will be updated on the official website.

Tickets are subject to capacity availability.

In the event of adverse weather conditions or technical problems, the park may proceed to close as a safety measure.

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Terms and Conditions of Use of the Passes

Terra Natura Benidorm

• The purchased product will be an online product sent to the customer by email in PDF format.
• If an additional physical card is requested, the customer must pay €5 per person. In the event of theft or loss, it must be reported to Terra Natura as soon as possible by telephone (+34 966 072 770) or email (info@terranatura.com).
• It is necessary to present the original Pass/Card, whether digital or physical, at the time of access. Copies are not accepted.
• Terra Natura Passes allow entry to Terra Natura for one year from the date of issue, on all opening days.
• Terra Natura + Aqua Natura Passes allow entry to Terra Natura and Aqua Natura Benidorm for one year from the date of issue, on all opening days.
• The Passes shall be used for individual visits only, excluding school, children’s or adult group visits.
• Minor pass holders must be accompanied by a responsible adult.
• The pass may be requested together with an identity document to verify ownership; fraudulent use will result in immediate withdrawal.
• The pass is non-transferable and does not include additional services such as lockers or photographs.
• The pass does not guarantee access to events, shows or paid activities organised by third parties.
• Opening days and hours will be communicated on the official website.
• The pass guarantees a minimum of 150 opening days; if this is reduced due to causes beyond Terra Natura’s control, the validity will be extended to comply with said minimum.
• The company reserves the right to close the park on specific days for private events, without giving rise to compensation.
• Access is subject to available capacity; closure due to adverse weather conditions shall not entitle the holder to compensation.
• The purchase of the Pass/Card implies acceptance and compliance with the operating rules; non-compliance, fraudulent use or risk situations will result in withdrawal and loss of rights without compensation.

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Rules – Terra Natura & Aqua Natura (Benidorm)

1. General Rules (Applicable to Both Parks)

• Both parks reserve the right of admission and expulsion in accordance with current regulations.
• Opening and closing hours may be subject to change; it is recommended to check at the entrance offices of the relevant park.
• Some facilities or attractions may remain closed for technical, weather-related or organisational reasons.
• The parks shall not be liable for damages suffered by visitors as a result of failure to comply with the rules.
• These rules may be modified for reasons related to park operations.
• With consent, photography staff may take images during the visit; photographs not purchased will be deleted in accordance with the General Data Protection Regulation (GDPR).
• Both parks reserve the exclusive right to film within their facilities and to use such material for commercial purposes.
• Access, Experiences and parking tickets are non-refundable.
• Discount coupons apply only to the general full-day rate and cannot be combined with other promotions.
• The 2-day combined Terra Natura + Aqua Natura ticket is valid for the selected day and the consecutive day, visiting a different park each day.
• The parks shall not be responsible for lost or stolen items within their facilities.
• No public announcement system is available for personal messages.
• Free admission will be granted to adult companions of persons with disabilities who certify the need for a third person by means of an official document issued by the competent authorities.
• Any incident relating to tickets purchased through third-party collaborators must be managed with said collaborator.
• In the event of a medical incident, visitors must go to the Medical First Aid Room located in the locker and changing room area of Aqua Natura.

2. Visitor Obligations

2.1 Common to Both Parks

• In the event of being lost, minors must report to the corresponding park´s staff.
• It is mandatory to comply at all times with the rules regarding the use of the facilities and with staff instructions.
• In designated picnic areas, the applicable rules and capacity limits must be respected.
• For security reasons, visitors must allow inspection of bags or luggage if requested.
• Rental strollers and scooters must be returned to the same collection point; otherwise, the deposit will be forfeited.
• Guests staying at Magic Natura or Pirates Resort must wear the activated wristband provided at reception in order to access the premises. Any claim in this regard must be addressed to the Reception of the corresponding Resort.

2.2 Specific to Terra Natura

• It is mandatory to keep the torso covered and to wear appropriate footwear.
• Safety distances indicated in animal enclosures must be respected.

2.3 Specific to Aqua Natura

• It is mandatory to shower before each swim.
• It is necessary to know how to swim in order to use certain attractions.
• For safety reasons, children and non-swimmers must be supervised at all times.
• The distribution and organization of slide departures corresponds to the person in charge of each attraction.
• The use of attractions by persons with reduced mobility or disabilities shall be subject to restrictions to ensure their safety and that of other users.
• Sunbeds and loungers may only be used in designated areas and may not be moved to other areas.
• Information regarding the proper use of aquatic attractions and pools is displayed in the facilities. It is mandatory to comply at all times with the posted rules and with the instructions of Aqua Natura staff. All attractions are subject to age, height and weight restrictions, which must be strictly observed. The company shall not be liable for damages resulting from failure to comply with such rules.
• Access to the facilities must be made wearing appropriate swimwear and footwear. Street clothing or garments with buttons or zippers are not permitted on slides.
• It is recommended not to wear valuables such as rings, chains or watches while using the facilities. The company is not responsible for loss of or damage to personal belongings.
• It is mandatory to respect rules of coexistence and proper behaviour towards other visitors and park employees.

3. Prohibitions

3.1 Common to Both Parks

• Children under 14 years of age may not enter the park without being accompanied by an adult of legal age.
• Children under 12 years of age must be accompanied by an adult at all times.
• Entry with plastic bags, shopping carts, wheeled coolers or industrial food containers is prohibited.
• Entry with portable coolers, cooler bags or backpacks exceeding the maximum permitted dimensions (20 x 30 x 20 cm) is prohibited.
• The entry or use of balls, skates, bicycles, tricycles or similar items is prohibited.
• Entry to the park with animals is prohibited.
• Smoking or consuming narcotic substances throughout the premises is prohibited.
• Running through the facilities or making improper use of them is prohibited.
• The flying of drones without prior authorisation from the company is prohibited.
• Accessing demonstrations or shows once they have started is prohibited.
• Introducing objects that may hinder the normal operation of the park or endanger the safety of visitors or facilities is prohibited.
• Bringing food not purchased within the park into VIP or Reserved areas is prohibited.

3.2 Specific to Terra Natura

• Bathing in fountains is prohibited.
• Touching or feeding animals is prohibited, except in expressly authorised and signposted areas.

3.3 Specific to Aqua Natura

• Certain aquatic attractions are subject to weight limitations, such as NIAGARA (max. 85 kg) and CRESTA (min. 50 kg and max. 100 kg).
• Adult slides may not be used by persons under 1.20 metres in height.
• The company shall not be liable for damages resulting from failure to comply with these rules.
• The use of mobile phones, cameras or video devices in pools or aquatic attractions is prohibited.
• The use of inflatable mattresses or similar items is prohibited.
• Entry with canned goods and/or glass containers is prohibited.
• Entry with camping or beach furniture is prohibited.
• The use of aquatic attractions is not permitted if the bather feels unwell, is under the influence of alcohol or drugs, or suffers from infectious diseases or other conditions that justify restriction.
• Pregnant women and persons with heart conditions or spinal problems are not permitted to use the slides.
• Only flotation devices provided by the park may be used in pools and slides.
• Eating or drinking inside pools and slides is prohibited.
• Crossing the marked swimming lines is prohibited.
• Diving goggles, sunglasses or prescription glasses are not permitted in pools unless secured with a strap. In aquatic attractions the use it is prohibited.
• Reserving tables, chairs or sunbeds is prohibited.
• Games that may be dangerous or cause inconvenience to third parties are prohibited.
• Picnicking outside designated areas is prohibited.

4. Picnic Area Rules

• Picnicking is permitted only in designated areas, subject to compliance with applicable rules and capacity limits.
• Moving picnic area furniture to other areas of the park is prohibited.
• Once the picnic has concluded, waste must be deposited in the appropriate containers.
• Picnic areas are supervised by park staff, who may require users failing to comply with the rules to leave the area.
• Picnicking on restaurant or cafeteria terraces is prohibited.
• Picnic tables and areas must be used exclusively during mealtimes and not for storing bags or personal belongings.

5. Parking Rules

• The use of the parking facilities is subject to payment of a daily fee (see official website for prices).
• The company shall not be liable for damage to vehicles or for objects left inside them.
• The parking period ends upon closure of the park facilities.
• Spaces reserved for persons with disabilities must be respected.
• It is mandatory to follow the instructions of staff and parking signage at all times for safety reasons.