Terms and Conditions

I. OWNERSHIP OF THE PORTAL

PARQUES REUNIDOS SERVICIOS CENTRALES, S.A. (hereinafter, "PARQUES REUNIDOS") with registered address at c/ Federico Mompou, 5, Parque Empresarial "Las Tablas", Edificio 1 - Planta 3ª, 28050, Madrid, Spain, and C.I.F. A-84.885.441. Registered in the Mercantile Registry of Madrid in Volume 23.506, Folio 58, page M- 421.702, is the owner of the website www.selwo.es, (hereinafter, the "Portal") and makes it available to Internet users, in order to provide information about the products and offers of PARQUES REUNIDOS and its subsidiaries (hereinafter, "PARQUES REUNIDOS GROUP"), as well as to allow the provision of different services for the purchase of tickets and season passes through the Portal or any other type of products through the Portal and, where appropriate, to make available to users different competitions, games, surveys, etc. of the PARQUES REUNIDOS GROUP.

Without prejudice to the foregoing, the contracting of the various products and services offered through this Portal will be carried out by Parques de la Naturaleza Selwo, S.L., a company of GRUPO PARQUES REUNIDOS which operates through the Portal and is the owner of the management of Selwo Aventura (hereinafter, the "Park") and, therefore, responsible for the sale and/or management of all products and/or services related to the Park, and whose identification and contact details are as follows:

• Parques de la Naturaleza Selwo, S.L. with address at c/ Federico Mompou, 5, Parque Empresarial "Las Tablas", Edificio 1 - Planta 3ª, 28050, Madrid, Spain and C.I.F. B47087846.

• Customer Service: 952 577 773.

• You can also contact Customer Service at the following email address: selwo@selwo.es.

II. GENERAL TERMS AND CONDITIONS

These general contracting conditions shall expressly regulate the relations arising between GRUPO PARQUES REUNIDOS and the Users who contract the provision of the services or products offered through the Portal (hereinafter, the "General Contracting Conditions").

These General Contracting Conditions have been drawn up in accordance with the provisions of Law 34/2002, of 11 July, on information society services and electronic commerce, Law 7/1998, of 13 April, on General Contracting Conditions, Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, Law 6/2020, of 11 November, regulating certain aspects of electronic trust services and any other applicable legal provisions.

These General Terms and Conditions are accessible at any time in the online purchase section of the Portal and can be printed and stored by the User.

1. INFORMATION PRIOR TO CONTRACTING

The purpose of these General Contracting Conditions is to regulate the general conditions for the provision of the services offered by GRUPO PARQUES REUNIDOS through the Portal, and in particular, of the services that GRUPO PARQUES REUNIDOS currently provides and which are the object of contracting with the Users, the service of sale of certain types of tickets and season passes for the leisure parks managed by GRUPO PARQUES REUNIDOS as well as, where appropriate, other products offered through the Portal.

The products and services offered by GRUPO PARQUES REUNIDOS may be contracted by any users residing in Spain or in another Member State of the European Union or of the European Economic Area and by those users who, residing in a State not belonging to the European Union or to the European Economic Area, are subject to Spanish legislation.

The service of sale of tickets and season passes of GRUPO PARQUES REUNIDOS as well as any other products offered through the Portal, is of an onerous nature, and the price of each product (including taxes) in euros, as well as the applicable promotions and discounts, will be those determined at all times on the Portal. At the time of purchase, the total price will be indicated on the Portal, with a breakdown, where appropriate, of the increases or discounts/promotions applied, the costs that, where applicable, are charged to the User and other additional costs for ancillary services or use of different means of payment. Access to the information contained in the Portal is not subject to any payment.

The User understands that the information contained in the Portal, the general information on the catalogue of products, as well as the other products or services offered on the Portal and the General Conditions of Contract and completion of the contract, are sufficient and sufficient for the exclusion of error in the formation of consent.

1.1 Formalities

To proceed with the use of the different purchase services offered on the Portal, the User must follow all the indications and instructions given at each moment of the purchase process on the screens used for this purpose, filling in the information required by the forms set out on the Portal, which will imply the prior reading, understanding and acceptance of all the General Conditions of Contract and particular conditions set out therein, so that the User declares to know and accept these procedures as necessary to access the products and services offered in the PURCHASE section of the Portal.

The rights and obligations of the User, both during the acquisition of the products and services and once acquired, are also subject to the provisions of these General Conditions of Contract, the general conditions of use of the Portal and the corresponding Special Conditions of Contract, as well as the Rules of Operation.

The User will formalize his purchase by fulfilling all the phases established in the section of PURCHASE and its telematic shipment. These General Conditions of Contract, with, where appropriate, their corresponding Special Conditions of Contract, will become part of the contract with the User at the time of express acceptance by the same, manifested through the completion and submission of the purchase data entered in the section of PURCHASE.

Access to the Portal and the use of any of the Portal's services implies the acceptance by the User, without reservations of any kind, of each and every one of the General Conditions of Use of the Portal as well as the General Contracting Conditions and, where applicable, the Specific Contracting Conditions which, made available to the User prior to the formalisation of their purchase, govern the purchase of tickets or season passes and/or any other products and services offered through the Portal at any given time.

The User declares to have the necessary legal capacity to be bound by these General Contracting Conditions, as well as to use and, where appropriate, contract through the Portal, in accordance with the Specific Contracting Conditions that may be applicable in each case. With respect to all of them, the User declares to know, understand and accept them in their entirety. The use of the products purchased by the User, either for own consumption or for third parties, will be carried out under the responsibility of the User.

1.2 Documentation and language

These General Terms and Conditions are accessible at any time in the online section of the PARQUES REUNIDOS Portal and can be printed and stored by the User.

In the case of the purchase of tickets, once the purchase process is completed, the User will receive an email within twenty-four (24) hours, or the legal period applicable at that time, with a receipt of the purchase (the "Ticket") and with a unique bar code that will serve as an entry ticket to the leisure park. If printed, the Ticket may not be manipulated or damaged, as this would result in its automatic cancellation.

Unless expressly stated otherwise in the Special Conditions of Contract, the ticket purchased through the Portal for a specific date will be valid only for that date.

In the case of the purchase of season passes or any other products and/or services offered through the Portal other than the purchase of tickets, the User will also receive, within the following twenty-four (24) hours or the legal period applicable at that time, by e-mail the purchase receipt (also referred to as "Ticket"). Likewise, the Portal will inform you of the Particular Conditions of Contract of the aforementioned products or services prior to contracting them.

With the issuance of the Ticket, all the requirements for the provision of the invoice replacement document are understood to be fulfilled, in accordance with Royal Decree 1619/2012, of 30 November, which approves the Regulation governing all invoicing obligations.

Once the purchase process made available through the Portal has been completed and the corresponding Ticket has been obtained, no changes or refunds will be admitted, except in the cases expressly set out in the Particular Contracting Conditions and/or provided for in the applicable regulations, and the User may contact the reservations department: selwo@selwo.es.

These General Terms and Conditions are written in Spanish and the purchase process will be carried out in the aforementioned language.

1.3 Technical means

The Portal will make available to the User all technical means necessary to identify and correct errors in the introduction of their data in the different forms that will appear on the screen during the purchase process.

1.4 Modification of the General Terms and Conditions of Business

These are the General Contracting Conditions in force since the date of their last update (indicated at the end of this document). GRUPO PARQUES REUNIDOS reserves the right to modify at any time, in accordance with the requirements of good faith, balance and transparency, these General Contracting Conditions or, where appropriate, the Specific Contracting Conditions, which may be applicable, as well as any other general or specific conditions, regulations of use or notices that may be applicable, in which case they shall come into force from their publication and shall be applicable exclusively to users who access the Portal after the aforementioned date. For clarification purposes, in the event that these General Contracting Conditions are modified, in strict observance of the regulations applicable to the protection of consumers and users, GRUPO PARQUES REUNIDOS shall respect the commitments and agreements acquired with users before the aforementioned modification took place, which are applicable.

In any case, before contracting products or services, you can always consult the General Conditions of Contract and, where appropriate, the Special Conditions of Contract that may be applicable. It also reserves the right to modify at any time the presentation, configuration and location of the Portal, as well as the contents and conditions required to use them.

1.5 Returns and exchanges. Right of withdrawal

Unless expressly stated in the Particular Conditions of Contract of the product or service purchased, no changes or refunds will be accepted for those products that have a specific date, or a specific period, for their enjoyment, in accordance with the provisions of Article 103.l) of Royal Legislative Decree 1/2007, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws.

In other words, the right of withdrawal does not apply to this type of product due to the nature of the product.

1.6 Price and means of payment

The Price of the products selected by the User is reflected prior to purchase and includes taxes.

The price is shown at the time prior to purchase and once the User has added all the products you wish to purchase. It includes all applicable taxes.

The payment methods supported by the Portal are bank card, Amazon Pay and PayPal.

PARQUES REUNIDOS guarantees that it has appropriate measures in place and that these comply with the security standards that current technology allows, such as the Verisign system. Access to transactional services and those that include the capture of personal data is carried out in a secure environment using the SSL (Secure Socket Layer) protocol with high security encryption of 128 bits. The secure server establishes a connection so that the information is transmitted encrypted. This ensures that the content transmitted is only intelligible to the "client" computer and the PARQUES REUNIDOS server. The User can check that he/she is in a secure environment if a closed padlock appears in the status bar of his/her browser. The security guarantee of the PARQUES REUNIDOS servers is backed by a certificate issued by the company VeriSign. This certificate guarantees that the client is communicating his data to a server of PARQUES REUNIDOS and not to a third party trying to impersonate it.

PARQUES REUNIDOS, in its commitment to the prevention of fraud, will collaborate both with the payment platforms used for the purchase of products through the Portal and with the competent authorities, providing information on any transaction that may be necessary, always in compliance with the legal requirements in force.

1.7 Incorporation of the Particular Conditions of Contract and the Park's Operating Regulations

The purchase and use of any product through the Portal entails the acceptance of the General Conditions of Contract, the acceptance of the Particular Conditions of Contract applicable to the products and services purchased; and the rules of operation of the Park that you can consult in Rules of Operation. Please read them carefully before proceeding with the purchase.

2. PROCEDURE FOR DEALING WITH COMPLAINTS

In order for the User to be able to claim effectively in case of error, defect or deterioration; as well as to make effective the guarantees of quality or level of service offered and to obtain, where appropriate, the equitable refund that is relevant in the event that there has indeed been a breach or defective performance by PARQUES REUNIDOS, he/she may address his/her claim to:

• Parques de la Naturaleza Selwo, S.L: Federico Mompou, 5, Parque Empresarial "Las Tablas", Edificio 1 - Planta 3ª, 28050, Madrid

• 912 000 792

• Contact e-mail: disputeresolution@grpr.com

Your complaint or claim will be assigned an identification code and a receipt which will be given to you.

The purchase and use of any product through the Portal entails the acceptance of the General Terms and Conditions, the Terms and Conditions applicable to the products and services purchased and the rules of operation of the park that can be consulted in Rules of operation.

In accordance with the provisions of Law 7/2017 of 2 November, which transposes into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution in consumer matters, as well as Article 14 of Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution in consumer matters, we inform you that the European Commission provides an online platform for dispute resolution. You can access this European Union online dispute resolution platform via the website: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show

III. SPECIAL CONTRACTING CONDITIONS

The current Covid legal and/or sanitary regulations in force at any given time shall be observed.

1. Special conditions for the purchase of tickets "specific day tickets" or "open day tickets".

• Upon arrival at the park, it is essential that you validate your synchronized ticket on our APP, downloaded to your mobile or printed. Each ticket has a unique control barcode that allows only one access to the park and cannot be used again later. Tampered tickets may prevent access to the park.
• The ticket is valid only for the visit date selected in the purchase process and indicated in the "Validity date" field. Please check the park opening calendar on the website or mobile app.
• If the ticket has a special rate, such as reduction for disability over 33%, member of a large family or others, the personal condition that entitles to the application of the same must be accredited.
• The purchase and use of this ticket implies the acceptance of the General Terms and Conditions of Selwo Aventura, which can be found at this link, as well as its operating rules, which can be found at this link.
• As it is one of the exceptions to the right of withdrawal provided for in art.103.l) of RD 1/2007, the ticket does not admit changes or refunds. Its sale to third parties is prohibited.
• The ticket must be kept during the visit to the park and shown on request to the employees.
• Selwo Aventura reserves the right to close the park or some of its facilities or cancel some of its activities without prior notice for adverse weather, capacity, safety, veterinary or public health reasons.
• The price of the park's private car park is not included in the entrance fee. Price 4€ for the whole day.

2. Special conditions for the purchase of combined tickets or "SelwoPack".

• The purchase of combined tickets (or "SelwoPack") allows a visit to Selwo Aventura, Selwo Marina and Cable Car Benalmadena according to the choice made in the purchase process. The parks can be visited any day until the end of the season without prior reservation according to the opening calendar of each park, which can be consulted on their website.
• Admission to each park is valid only for the date of visit indicated in the "Validity date" field of the PDF ticket.
• The purchase and use of this ticket implies the acceptance of the General Terms and Conditions of each park to which it gives access: Selwo Aventura (Parque de la Naturaleza Selwo S.L.), which you can consult in this link; Selwo Marina (Leisure Parks S.A.), which you can consult in this link; and Teleférico Benalmádena (Leisure Parks S.A.), which you can consult in this link; as well as the rules of operation and specific conditions of admission of each park: Selwo Aventura (Parque de la Naturaleza Selwo S.L.), which you can consult in this link; Selwo Marina (Leisure Parks S.A.), which you can consult in this link; and Teleférico Benalmádena (Leisure Parks S.A.), which you can consult in this link.
• On arrival at the park, it is essential that you validate your synchronized ticket on our APP, downloaded to your mobile or printed, directly at the entrance without having to go to the ticket office. Each ticket has a unique control barcode that allows only one access to the park and cannot be used again later. Tampered tickets may prevent access to the park.
• As it is one of the exceptions to the right of withdrawal provided for in art.103.l) of RD 1/2007, the ticket does not admit changes or refunds. Its sale to third parties is prohibited.
• Selwo Aventura, Selwo Marina and Teleférico Benalmádena reserve the right to close the park or some of its facilities or cancel some of its activities without prior notice for adverse weather, capacity, safety, veterinary or public health reasons.
• In Benalmádena Cablecar, from 15/07 to 31/08, the ascent from 20:00 requires the extra "Cablecar Nights", which includes the Open-air Planetarium activity at 21:45.

3. Special conditions "Serengeti Safari"

Activity consisting of an interaction program with an exclusive tour of the "Lakes Reserve" in an all-terrain vehicle to meet representative species of African wildlife such as hippos, giraffes, zebras, rhinos or wildebeests.

• The booking includes the participation for one person in the Serengeti Safari at Selwo Aventura.

• It is essential to present the reservation at the departure station of the Safari Serengeti tour, showing the synchronized reservation in our APP, downloaded to your mobile or printed; or providing the numeric code locator obtained in the purchase process. Each reservation has a unique control barcode that allows only one access and can not be used again later. Manipulated reservations may prevent the activity from taking place.

• The reservation is valid only for the date and time selected in the purchase process and indicated in the "Valid date" field. Remember to arrive at the park at least an hour and a half before the selected time in order to arrive in time at the departure station of the Serengeti Safari tour.

• The reservation of the activity does not include the entrance to the park, which is essential to purchase in order to be able to do the activity. Children under 3 years old who are less than 1 metre tall have free admission to the park and can participate in this activity without having to book their place, always accompanied by an adult.

• If the reservation has a special rate, you must prove the personal condition that entitles you to the application of the same.

• The purchase and use of this reservation implies the acceptance of the General Conditions of Contract and the rules of operation of Selwo Aventura, which can be found on our website.

• As it is one of the exceptions to the right of withdrawal provided for in art.103.l) of RD 1/2007, the reservation does not allow changes or refunds. Its sale to third parties is prohibited.

• The reservation must be kept during the visit to the park and shown on request to the staff.

• Selwo Aventura reserves the right to close the park or some of its facilities or cancel some of its activities without prior notice for adverse weather, capacity, safety, veterinary or public health reasons.

4. Special conditions "VIP Experience

Selwo Aventura VIP Experience: exclusive tour with access to restricted areas and accompanied by an expert guide. Lunch included. Entrance not included. Minimum 2 people. Children under 3 years old who are less than 1 metre tall have free admission to Selwo Aventura and free VIP Experience: they should not be added in the booking process but they do count in the maximum number of places for this activity. The activity starts at 10:00 at the park ticket office.

• The booking includes participation in the VIP Experience at Selwo Aventura. Lunch included. Entrance not included. The activity starts at 10:00 at the park ticket office. Minimum 2 people. Book online up to 7 participants. If you wish to book for more than 7 people, please call 952 577 773. Children under 3 years old who are less than 1 metre tall have free admission to Selwo Aventura and free VIP Experience: they should not be added in the booking process but they do count in the maximum number of places for this activity.

• It is essential to validate the online booking of the activity at the ticket office of the park by showing the reservation synchronized in our APP, downloaded to your mobile or printed. Each reservation has a unique control barcode that allows only one access and can not be used again later. Manipulated reservations may prevent the realization of the activity.

• The reservation is valid only for the date and time selected in the purchase process and indicated in the "Valid date" field. Remember to arrive at the park ticket office at 10:00.

• The reservation of the activity does not include the entrance to the park, which is essential to acquire to be able to carry out the activity.

• If the reservation has a special rate, you must prove the personal condition that entitles you to the application of the same.

• The purchase and use of this reservation implies the acceptance of the General Conditions of Contract and the rules of operation of Selwo Aventura, which can be found on our website.

• As it is one of the exceptions to the right of withdrawal provided for in art.103.l) of RD 1/2007, the reservation does not allow changes or refunds. Its sale to third parties is prohibited.

• The reservation must be kept during the visit to the park and shown on request to the staff.

• Selwo Aventura reserves the right to close the park or some of its facilities or cancel some of its activities without prior notice for adverse weather, capacity, safety, veterinary or public health reasons.

5. Special Conditions Online Menu Purchase

The online reservation of the menu entitles the user to enjoy the option chosen in the purchase process:

• Express Menu: Adult Express Menu, Children's Express Menu or Hot Dog depending on the choice made during the purchase process. Redeemable at Barbecue Restaurant or Korongo Restaurant from 12:30 to 16:30.

- Adult Express Menu: choose between hamburger or sandwich with chips and drink, or pizza with drink.

- Children's Express Menu: a choice of children's burger or chicken nuggets with chips, drink and Yogikids.

- Hot Dog Menu: hot dog, chips and drink.

• Self-Service Menu: Adult or Children's Self-Service Menu depending on the choice made during the purchase process. Redeemable at Korongo Restaurant from 12:30 to 16:30.

- Adult self-service menu: first course (choice of salad, pasta, cream or gazpacho) + roast chicken + drink + bread + dessert.

- Self-service children's menu: pasta + second course (choose between escalope with potatoes or chicken nuggets with potatoes) + drink + bread + dessert.

• All Inclusive: with the All Inclusive wristband you will have one food and/or drink every hour (60 minutes) during the opening of the park. The wristband is personal and non-transferable. Maximum one drink (a single product: menu, individual dish, soft drink, beer, ice cream, coffee, snack,...) per person every 60 minutes. Does not include alcoholic or spirituous wines or merchandising products (yard, landyard, mobile glass,...). If in doubt, please consult the staff. If it is detected that products have been given to another person, the wristband will be withdrawn. Ask for your wristband at the Information desk when you arrive at the park.

  - All Inclusive for Adult: from 8 years old.

            - All Inclusive for Children: under 8 years old. To purchase All Inclusive for Children you must purchase at least one (1) All Inclusive for Adults.

If, for reasons beyond the control of the Catering Department, the above mentioned product cannot be offered, it will be replaced by a similar or superior product to the one offered.

Check upon arrival at the park for the opening hours and location of each restaurant.

It is essential to validate the online booking by showing the booking synchronized in our APP, downloaded to your mobile or printed; or by providing the numeric code locator obtained in the purchase process. Each reservation has a unique control barcode that allows a single validation and can not be used again later. Manipulated reservations may prevent the enjoyment of the menu purchased.

The reservation does not include the park entrance fee, which must be purchased in order to enter the park.

If the reservation has a special rate, you must prove the personal condition that entitles you to the application of the same.

The purchase and use of this reservation implies the acceptance of the General Conditions of Contract as well as the rules of operation of Selwo Aventura, which can be found on our website.

Being one of the exceptions to the right of withdrawal provided for in art.103) of RD 1/2007, the reservation does not allow changes or refunds. Its sale to third parties is prohibited.

The reservation must be kept during the visit to the park and shown on request to the employees.

Selwo Aventura reserves the right to close the park or some of its facilities or cancel some of its activities without prior notice for adverse weather, capacity, safety, veterinary or public health reasons.

Users may only place an online order involving the purchase and/or delivery of alcoholic beverages through the Portal if they are of legal age. When placing an Order that includes alcoholic beverages, the User must confirm that they are at least 18 years of age.  PARQUES REUNIDOS reserves the right to refuse to deliver the Order of alcohol to the person who cannot prove to be at least 18 years of age at the time of picking up the Order, which must be accredited by showing the National Identity Document when picking up the Order physically at the establishment. The User who, being of legal age, acquires alcoholic beverages through the Portal will be responsible for not providing such alcoholic beverages to persons under 18 years of age.

The User has at his/her disposal, at the point of catering, all the necessary information regarding substances that may cause allergies or intolerances (hereinafter jointly "Allergens") so that he/she can make an appropriate choice according to his/her needs. Both GRUPO PARQUES REUNIDOS and the Park decline any responsibility in the event that the User consumes a product to which he/she is allergic and/or intolerant, as well as for the consumption of products by the User contrary to the labelling or the information indicated at the point of catering.

These Special Conditions of Contract may be modified at any time by PARQUES REUNIDOS and/or the company managing the Park. For further information, please consult www.selwo.es.

IV. NULLITY AND INEFFECTIVENESS OF THE CLAUSES

If any clause of these General Terms and Conditions is declared, totally or partially, null or ineffective, such nullity or ineffectiveness will affect only that provision, or part of it, which is null or ineffective, subsisting in all other respects the rest of the General Terms and Conditions and having such provision, or the part of it that is affected, for not put, unless, being essential to these General Terms and Conditions, would have to affect them integrally.

V. APPLICABLE LAW AND JURISDICTION

These Terms and Conditions, together with the General Conditions of Contract and the Special Conditions of Contract that may be applicable, shall be interpreted and governed by Spanish law.

For any litigious matter that may arise, the parties submit to the jurisdiction of the courts and tribunals to be determined according to the applicable rules of procedural distribution and consumer and user protection.

Latest update: 27 June 2024