General information
Audrey Favard Labas is the owner of the agency trading under the name of Ipalan Trekking, registered with the Tourism Registry of the Canary Islands under the following references:
- Travel agency: I-AV-0004900.1
- Active Tourism: TA-6-0006344.36 for hiking activities.
- Canary Islands tourist guide: 3693
Registration
Your registration will be confirmed once the Registration Form/Excursion Contract has been duly completed, signed, dated, and returned by mail or email with the contract containing final approval, as well as upon receipt of the deposit.
The booking of the service (stay or excursion) will be validated only after agreement from both parties and payment of the deposit.
The amount of the deposit to be paid varies depending on the type of service reserved:- For a one-day excursion: no deposit is required. Payment for the excursion must be made no later than 48 hours before its start.
- For a multi-day hiking program: 30% of the total amount.
- For hotel reservation, ferry, and private bus transfer to the hotel: 100% of the total amount.
The remaining balance is to be settled 14 days before the start of the activities. - For booking a package including accommodation and other services: 100% of the total amount.
Any delay in the payment of the deposit or balance may be considered as a cancellation for which cancellation fees specified in the “Cancellation Policy” will apply.
Payment method: The stay (or excursions) must be fully paid for the traveler to enjoy all the benefits of it. In case the payment is rejected for any reason, the reservation will be canceled after informative communication to try to resolve the payment issue.
Cancellation Policy:
Any delay in payment of a deposit or balance may be considered as a cancellation for which cancellation fees specified in the contract will apply.
CANCELLATION – By your part:
To cancel your reservation, please inform us of your decision by registered mail with acknowledgment of receipt. The date of receipt of this letter will be considered as the cancellation date. Alternatively, you can also contact us by email at the following address info@ipalan.com. In case of cancellation, regardless of the reasons, the amounts paid will be refunded to you, subject to the following deductions:
One-day Excursion:
If you wish to cancel the excursion for any reason:
Up to 48 hours before the excursion: Full refund of the excursion.
Less than 48 hours before the excursion: 50% refund of the excursion.
Multi-day Hiking Program (or other activities):
If you choose to cancel:
Before 7 days: no fee
Between 2 and 7 days: 30% of the total amount
Less than 2 days: 50% of the total amount
Hotel activity + hotel package:
If you choose to cancel:- More than 60 days before the departure date: No fee
- From 60 to 31 days before the departure date: 5% of the total amount
- From 30 to 21 days before the departure date: 15% of the total amount
- From 20 to 14 days before the departure date: 25% of the total amount
- From 13 to 7 days before the departure date: 50% of the total amount
- Less than 7 days before the departure date: 100% of the total amount
The price applicable on the day of registration is fixed unless there is a change in the number of participants. In this case, the total price will be adjusted according to the final number of participants as per the price scale (varying based on the number of participants) established during registration.
Ferry Reservation:
Refundable up to 7 days before departure.
Exchangeable for 1 year if changes are made before the departure of the ferry. - CANCELLATION By our part:
In case of exceptional circumstances: In case of natural disasters, climatological alerts (alert declared by the government of the Canary Islands), serious security issues, or unavailability of the guide for health reasons preventing the activity from being carried out and in the absence of a qualified replacement, we guarantee a full refund of all payments made.
For any other situation One-day Excursion:
We offer you a full refund of the amounts paid + compensation that varies depending on the cancellation date:
between 48 hours and the start of the stay: 25% of the total price of the service
For any other situation Multi-day Hiking Program (or other activities):
We offer you a full refund of the amounts paid + compensation that varies depending on the cancellation date:
between 7 and 3 days: 10% of the total price of the service
between 48 hours and the start of the stay: 25% of the total price of the service
For any other situation (activity + hotels):
We offer you a full refund of the amounts paid + compensation that varies depending on the cancellation date:
between 2 months and 15 days before departure: 5% of the total price of the service
between 15 and 3 days: 10% of the total price of the service
between 48 hours and the start of the stay: 25% of the total price of the service
Price Changes:
The price of the stay has been calculated based on transportation rates, fuel costs, and local taxes. Due to the constant increase in the price of oil or other sources of energy and/or the increase in taxes, it is possible that the price of the trip may be changed after the reservation and confirmation of the journey by the organizer. Any price change resulting from the reasons mentioned above will be notified to the traveler with justification for the increase, at least twenty calendar days before the start date of the combined trip. If the price increase exceeds 8% of the total package price, the traveler has the right to terminate the package contract without paying a penalty.
Liability:
We decline any liability for the following situations: unforeseen and unavoidable circumstances such as strikes, social events, extreme weather conditions, or any force majeure case. No refund will be granted in case of interruption or abbreviation of the trip by the participant, non-consumption of a reserved excursion or package, for any reason.
Risks:
Each participant must comply with the advice and instructions given by their accompanying guide, and we cannot be held responsible for incidents, accidents, and bodily harm that may result from reckless personal initiatives or failure to follow the guide’s instructions. The guide retains sole discretion to modify the program based on weather conditions or the physical condition of the participants. Minor participants are at all times under the responsibility of the holder of parental authority or their designated representative and accompanied during the excursion.
To participate in hikes, it is essential to have:- Suitable equipment: hiking or mountain boots, protection against sun, wind, and cold, as well as a sufficient quantity of water.
- Good general health, without medical conditions incompatible with the activity.
To ensure your safety during the excursion, please inform the guide of any contraindications or relevant medical information that may affect your participation in the hike or be important in case of emergency.
Complaint Forms:
Complaint forms available at the company headquarters from Thursday to Friday from 6 pm to 8 pm: Calle Lomo de Los Cardos, SN, 38812 Alajeró, Santa Cruz de Tenerife.
You can also send an email to info@ipalan.con to request the delivery of complaint forms.
Insolvency Guarantee:
Audrey Favard Labas has signed an insolvency protection guarantee with MARKEL INSURANCE SE, with an address at Plaza Pablo Ruiz Picasso, 28020 Madrid.
If services are refused due to the insolvency of Audrey Favard Labas, travelers will be able to contact said entity or, if necessary, the competent authority.