Refund

Day exchange

Complete guide on how to request a refund or a change of  day for your visit to the Zoo of the Pyrenees.
Info cancellation of booking

Contact

+34 610 75 02 24
Fundació Zoo del Pirineu
Ctra. L-401, km 35,6
25283 Odèn
Espanya

Weather conditions

Refund or date change because of bad weather conditions

The Zoo of the Pyrenees is open every day of the year.

Unfortunately, there are many activities that take place outside and are conditioned by the weather. The staff of the Zoo of the Pyrenees take care of the safety of the visitors and the animals that live at the park. For this reason sometimes the activities cannot be carried out as planned.

Rain

In the case of light and short rain we can do all the planned activities.

But if it rains hard and for a long time the birds will get their feathers wet and cannot fly. It also goes against their nature to fly while it rains a lot.

It will be up to the visitor to decide whether or not to come even though the weather forecast indicates chances of rain.

In our experience we recommend to waiting with the cancellation up to 24 hours before the visit, as the long-term rain forecast is usually not right.

If you cancel the visit due to bad weather you are entitled to 100% refund without the obligation to notify 48 hours in advance!

Strong wind

Wind is a very serious problem in our park. There are activities that cannot be done if a strong wind blows. Being outdoors exposed to strong gusts of wind could even be dangerous for our visitors, as stones the size of a € 2 coin can fly. Without exaggerating.

If there is a strong wind forecast we do not recommend visiting the Zoo of the Pyrenees.

Snow

Snow forecast

In case of fresh snow forecast we recommend not visiting the Zoo of the Pyrenees for road safety reasons. The road is very dangerous with new snow, in addition to the fact that sometimes hours pass without the snowplow passing.

“Old” snow

In the case of snow fallen one or more days ago, the road is normally cleaned up, so in that case you can come to the park and participate in all the planned activities.

How to ask for a refund or date change for weather reasons.

Weather forecast at the Zoo of the Pyrenees for the next 7 days

Have you bought tickets online in advance and the weather forecast doesn’t look good?

If we see that there is a weather forecast for the day of your visit that will not allow you to carry out all the activities you have chosen, we will contact you by email or by the phone number you entered in the booking.

Also, if you have questions about the weather at the Zoo of the Pyrenees for the day you want to visit us, you can call us, send us an email or a WhatsApp.

If you are unable to come due to the bad weather, we will refund the full amount of your tickets by bank transfer.

If you are in the park and you can’t do some of the chosen activities due to bad weather you have several possibilities:

1. Free voucher

We will give you a free voucher so you can come any other day to enjoy the experience you missed.

This voucher is valid for 12 months from the day of issue and includes entry to the park and all activities that you have paid for and were unable to complete at the end.

This means that if, for example, you attend the bird of prey flight show and 10 minutes before it’s over it starts to rain in showers, you can come for free another day. Even next year, but as long as you come before the voucher expires, and you can enjoy this activity again.

Due to the limited capacity in the activities you need to confirm availability in advance. We will take care of booking your places and send you the booking confirmation.

2. Refund
If you can’t come and visit us another day, we will refund the difference in the price of the activities that you have not been able to do in cash at the park ticket office.

How does it work?
For example: if you bought tickets online, 1 Guided tour + 1 Petting zoo + 1 Birds of Prey free flight Exhibition for the total price of 7+ 7 + 7 = € 21
You attend the Petting zoo and the guided tour but you can’t quite see the flight Exhibition. In this case, at the ticket office we will return € 7, the price you paid for the flight show.

Personal causes

Refund and change of date for personal reasons of visitors

Give notice 48 hours in advance

If you notify us at least 48 hours in advance before the activity begins, you can request a refund of the ticket. It will be done via bank transfer.

From the Zoo of the Pyrenees we do not manage day or time changes.
You can cancel your reservation, we will refund your money and you can make a new reservation.

Give notice 24 to 48 hours in advance

If you notify us 24 to 48 hours in advance of the activity, you can request a refund. In this case we will refund 50% of the ticket price.

This measure is due to the fact that we will not have enough time to be able to offer tickets to other customers and consequently we lose the income we so urgently need to be able to take care of the unfortunate animals in our park.

Give notice with less than 24 hours

Unfortunately, you will not be entitled to a refund or a change in the date or time of your visit.

Exception

Bad weather

Illness

COVID-19 (disease or confinement)

Legal restrictions

In this case it is not necessary to comply with the prior notice of a minimum of 48 hours in advance to request a refund of the full amount of your tickets.

Please be honest. If you cancel at the last minute we will not have enough time to offer your tickets to other customers. As a result we will lose the income we so urgently need to be able to care for the animals. They are victims of human action and we need the income to be able to provide them with medicines and food.

How to manage the return of money or change of day for personal reasons of visitors.

You must notify us by email or WhatsApp. Cancellations by phone are not accepted.

Depending on the time of advance notice you are entitled to a refund of 100% or 50% of the total price of the tickets.

1. I bought tickets online
We will refund your money by bank transfer. The dates we need are as follows:

  • IBAN
  • Account holder
  • Purchase confirmation

Within a maximum of 24 hours you will receive the receipt of the ticket refund transfer.

2. I received a gift voucher
Refunds will be made only to the person who made the payment. Refunds are also made by bank transfer.

Force majeure

Refund or date change by force majeure

In the event that the Zoo of the Pyrenees is unable to carry out the planned activities due to force majeure, you have the right to request a refund of the full value of the tickets you have purchased.

You do not need to notify us in advance, but you will have up to 10 days after your planned visit to contact us. Once the 10-day period has elapsed from the scheduled date of your activity, the privileges expire and, if you have not contacted us, you will lose the right to request a refund.

Refund

You can request a full refund of the price of tickets purchased. We will deposit the money in the account you indicate. If you have a gift voucher, the person who made the payment for the voucher must request the refund. For more information on Gift Vouchers follow this link:

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