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Cancellation & Refunds

 

1) Scope

This policy applies to tickets purchased via our official website, on-site ticket counter, or authorized partners in Spain.

 

2) Ticket Changes & Cancellations (Customer-Initiated)

🎟 Rescheduling

  • Free reschedule (one time) up to 24 hours before the booked date/time, subject to availability.

  • Additional reschedule requests may incur a fee or be declined.

 

❌ Cancellations & Refunds

  • Free cancellation up to 48 hours before the booked slot → 100% refund.

  • 24–48 hours before the slot → 50% refund.

  • Less than 24 hours before, no-show, or late arrival → non-refundable.

Add-ons or combo tickets follow the same rules unless stated otherwise at purchase.

 

3) Organizer-Initiated Changes (Our Responsibility)

If an event, date, or slot is cancelled by us due to:

  • Technical issues

  • Safety reasons

  • Legal/permit restrictions

You may choose:

  • A full refund (ticket price including applicable taxes), or

  • Free rescheduling to another available date.

If the event is postponed and the new date does not suit you, you are entitled to a full refund.

 

4) Weather & Safety Conditions

  • The attraction may be temporarily paused or closed due to severe weather conditions or official safety advisories.

  • If the closure lasts more than 30 minutes and you cannot attend later the same day, you may:

    • Reschedule free of charge, or

    • Request a full refund.

Minor weather disruptions that do not prevent normal operation are not grounds for refunds.

 

5) Refund Method & Processing Time

  • Refunds are issued only to the original payment method.

  • Typical processing times after approval:

    • Cards / Online payments: 5–10 business days

    • International cards: up to 15 business days

  • Payment gateway or bank charges are non-refundable, unless the cancellation is initiated by us.

 

6) Third-Party & Partner Sales

Tickets purchased through:

  • Shopping malls

  • Travel agencies

  • Event platforms

Are subject to the partner’s own cancellation policy.
Please contact the partner directly; we will assist with verification if required.

 

7) Group, School & Corporate Bookings

  • Group or corporate bookings may have separate written terms.

  • Unless stated otherwise:

    • 25% advance payment is non-refundable

    • The remaining balance follows the standard cancellation rules in Section 2.

 

8) Ticket Transfers

  • Name changes are allowed once, free of charge, up to 24 hours before the booked slot.

  • Date or time changes follow the rescheduling rules above.

 

9) Entry Rules Affecting Refunds

No refund will be issued in cases of:

  • Arrival later than the 10-minute grace period

  • Damaged, altered, or unreadable tickets

  • Violation of safety instructions or staff directions

  • Failure to meet published age, height, or safety requirements

Please review all rules before purchase.

 

10) How to Request a Cancellation or Refund

Send an email to: info@thebigdragon.com
Include:

  • Order ID

  • Name

  • Email used for booking

  • Date & time slot

  • Reason for request

Most requests are processed within 48 hours.

 

11) Legal Notice & Governing Law

This policy complies with Spanish consumer protection law and applicable EU regulations.
Any disputes shall be governed by the laws of Spain, with jurisdiction in the province where the attraction operates.

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