Refund and change of day

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

Here you can download the Zoo of the Pyrenees’s return and change of day guide.

Returns and change of day due to weather conditions

Weather forecast at the Zoo of the Pyrenees

Rain

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

However, there are many outdoor activities that are weather conditioned. The people in charge of the Zoo of the Pyrenees look after your safety and that of the animals that live in the park. For this reason, sometimes the activities cannot be carried out as planned.

In case of light and short rain we can do all the planned activities. But if it rains hard and the birds get their feathers wet for a long time, they can’t fly. In addition, it goes against their nature to fly while it rains a lot.

Strong wind

Wind is a very serious problem in our park. There are activities that cannot be done if a strong wind blows. Being outside exposed to strong winds can even be dangerous for you. It can happen that stones the size of a €2 coin can fly through the air. Without exaggerating.

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

Cold

Activities at the Zoo of the Pyrenees are almost always done outdoors. We understand that it is not pleasant to be exposed to low temperatures for a long time.

In addition, it is not advisable for animals to be active. In nature, the coldest days they hide and limit the physical effort to the minimum necessary to survive. To ensure animal welfare and good conditions for you, we do not recommend visiting the zoo on days when the temperature drops arround or below 0ºC.

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 dangerous with snow, as sometimes hours pass without the snowplow passing.

«Old» snow

In case of allready fallen snow and after the roads have been cleared you can visit the park and take part in all the planned activities.

Refund and change of day management

beacuse of weather conditions

If you have purchased tickets online

Did you buy 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 any 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.

Money Refund

In case of a bad weather forecast you are entitled to a 100% refund of the ticket, as long as you cancel your reservation at least 1 hour in advance by Email or WhatsApp.

To make the return you must send us:

  • IBAN of your bank account
  • Account holder name
  • Copy of your reservation

Change of day

If you want to change your visit for another day and you know which day you want to come, let us know. We will manage the change and send you the confirmation by email or WhatsApp. In this case, the change of day does not involve any additional expenses.

In case you are not sure which day you can come, ask for a refund. You can make a new reservation yourself for the day you decide.

If you are at the Zoo of the Pyrenees

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

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 date of issue and includes all activities that you paid for and you were unable to complete at the end.

Due to limited capacity, you must confirm availability in advance. We will take care of booking your tickets and send you the booking confirmation.

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

Money Refund

If you can’t come and visit us another day, we will refund the difference of 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 Flight display for the total price of 7 + 7 + 7 = €21
You can attend the Petting zoo and the Guided Tour, but you can’t finish seeing the Birds of prey show. In this case, we will refund you €7 at the ticket office, the price you paid for the free-flight show.

Cancellation and change of date due to personal reasons of the visitors

Telling us 48 hours in advance

If you notify us at least 48 hours in advance of the start of the activity, you can request a refund of the ticket. It will be done via bank transfer. In this case, we do not manage day or time changes from the Zoo of the Pyrenees. You can cancel your reservation, we will refund your money and you can make a new reservation.

Telling us between 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 these tickets to other customers and consequently we lose the income that we so urgently need to be able to take care of the unfortunate animals of our park.

Telling us less than 24 hours in advance

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

Exceptions

  • Bad weather
  • Illness
  • COVID-19 (disease or confinement)
  • Legal restrictions

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

Refund or change of day 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.Instead 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.

Please be honest when requesting a refund.
If you cancel at the last minute, we will not have enough time
to offer these tickets to other customers.

As a result we will lose revenue
that we need so urgently to be able to take care of the animals.
They are victims of human action and we need income
to be able to provide them with medicines and food.