Terms and conditions

1. Who provides the services

Dyadya Vanya España («Дядя Ваня Испания») is a travel agency licensed in the Valencian Community under number CV-m-1924A. Office: Calle Antonio Machado 55E, Torrevieja (Alicante), Spain. Contact details are at the bottom of this page.

2. Subject of the contract

We organise and book excursions, transfers, private and group tours in Spain, and sell electronic theme park admission tickets. The service, date, itinerary, price, participants and included options are shown on the tour page, in the booking form and in the confirmation.

Where a service is a package travel (viaje combinado) or a linked travel arrangement under Spanish law, the specific rules for those services also apply.

3. Pre-contract information and conclusion of the contract

Before paying, the customer sees the service name, date, price, number of participants, payment method and these terms, including the cancellation rules. Payment is only possible after separately accepting the terms.

The contract is concluded once the booking is paid and confirmed. If a payment link is sent by a manager or partner, the customer gives consent on the payment page.

4. Price and payment

Prices are in euros and are final for the chosen service; what is included is stated on the tour page, as are any discounts.

You can pay by bank card, bank transfer or at our office. A booking is confirmed once the deposit or the full price has been paid — the amount is shown when booking. Bookings without a deposit are not held.

The price of a confirmed booking only changes if the customer requests changes (date, participants, options) or if the law requires it.

5. Dates, pick-up and itinerary

Available dates depend on the tour schedule and on the availability of seats, guide and transport. Some group tours require a minimum number of participants.

Pick-up time and place are shown in the confirmation and in the customer account. On small-group tours the guide also collects other participants, so the vehicle may arrive 15–30 minutes after the stated time — please wait outside at the given address. Coach tours depart strictly on time from the stated stop.

Because of holidays, weather or local events, an individual stop may be replaced with an equivalent one. Such a replacement is not a cancellation of the tour.

6. Cancellation by the customer

• The deposit is non-refundable whenever the customer cancels: it covers the reservation of seats, guide and transport.
• Cancellation at least 24 hours before the start: the seats are released and anything paid above the deposit is refunded. You can cancel in your customer account or by writing to us.
• Cancellation less than 24 hours before, no-show or late arrival at the pick-up point (including forgetting the tour, mixing up the date or oversleeping): the amount paid is not refunded.
• Illness: the payment is not refunded, but if the customer notifies us at least 3 days in advance, we will try to resell the seats. Money for resold seats is refunded.
• Refunds are made using the original payment method within 14 days of our confirming the refund.

The 14-day right of withdrawal (desistimiento) does not apply: excursions, transfers and tickets are leisure and transport services for a specific date (art. 103 l) TRLGDCU).

7. Cancellation or changes by us

If a tour cannot take place because of weather, too few participants, decisions of the authorities or other unavoidable and extraordinary circumstances, we will tell you in advance and offer another date or another tour. If you do not accept, we refund 100% of the amount paid, including the deposit. No additional compensation is payable unless the law provides otherwise.

8. Rescheduling and changes requested by the customer

• A tour can be moved to another date at least 24 hours before the start, subject to availability. The rescheduling fee is 10% of the booking price. Rescheduling is not possible less than 24 hours before the start.
• Changes to participants or options are possible subject to availability and may require an additional payment.
• A booking can be transferred to another person if the rules of the service allow it and the new participant's details are provided in advance.

9. Electronic theme park tickets

• We sell official electronic tickets at the park's official price, with no mark-up on our side.
• A ticket covers admission only. Transport to the park is not included.
• A ticket is valid for the chosen date and fare. What the fare includes, age categories and refund rules are shown before payment in the "What's included and conditions" section.
• Before paying, check the date, number of tickets and email: a mistake in these details is not a reason for a refund.
• After payment, the ticket with a QR code appears in your customer account and a copy can be sent to your email. If the ticket has not arrived, write to us and we will sort it out.
• A ticket can only be refunded or changed if the fare allows it, on the park's terms. The 14-day right of withdrawal does not apply to tickets for a specific date.
• Opening hours, entry rules and the operation of rides are decided by the park. If the park closes or cancels the visit, refunds follow the park's rules and we will help you arrange it.

10. Customer obligations

• Provide correct name, phone, email, participants and pick-up place.
• Arrive at the pick-up point on time and follow the instructions of the guide, driver and the rules of the places visited.
• Carry the necessary documents, including documents and authorisations for minors where required.
• Tell us in advance about important restrictions: children's ages, health, luggage, pushchairs, animals.

11. Liability

We are responsible for the proper performance of the services we organise. We are not liable for consequences caused by the customer, by third parties unconnected with the service, or by unavoidable and extraordinary circumstances (weather, decisions of the authorities, road closures). Parks, museums and restaurants operate under their own rules. These terms do not limit the rights the customer has under consumer protection law.

12. Complaints

If something goes wrong during the tour, tell the guide or driver straight away — it is easier to fix on the spot. Written complaints can be sent by email or WhatsApp with the booking number, date and details. We reply within one month.

Official complaint forms (hojas de reclamaciones) are available at our office on request. If a dispute cannot be resolved with us, the customer may contact consumer protection services (the OMIC of Torrevieja or the consumer authorities of the Generalitat Valenciana).

13. Personal data

Customer data is used for booking, payment, running the tour and contacting the customer. Details are in the Privacy policy and the Cookie policy.

14. Governing law and version of the terms

The contract is governed by Spanish law. If any provision is found invalid, the rest remain in force. A consumer may bring proceedings in the courts of their place of residence where the law so provides.

The current version of the terms is always on this page. A confirmed booking is governed by the version accepted by the customer at payment.