Terms and conditions of the activities

Are the activities suitable for everyone? Can children or older adults participate?

We recommend that you always pay attention to the difficulty level indicated in the information for each activity and sign up only for those you consider yourself capable of doing. There are three general levels of difficulty: Low *, Medium **, or High **. It is difficult to establish a minimum or maximum age. As a general rule, we recommend that young children and older adults always choose activities with a Low difficulty level. In any case, it’s best to consult us directly and bear in mind that all activities require steady and secure footing, normal health conditions, and swimming ability for activities in the marine environment.

Do the activities include transport?

It depends on the activity. If transport is included, the service is provided either by the company’s specialised vehicles or by third-party companies within the sector. If transport is not included, our company is not responsible for travel to the activity meeting points, particularly on roads with difficult stretches such as high mountain routes, roads leading to Teide, Anaga, Masca, Teno Alto, Punta de Teno, etc.

What should I bring to the activities?

For mountain activities: suitable trousers (convertible, tracksuit, or similar), hiking boots (or sports footwear), warm clothing (jumper and/or jacket, hat for cold weather, neck warmer or scarf), waterproof jacket, cap, walking poles, camera, water, packed lunch, and a small backpack.

For sea activities: swimsuit, flip-flops, cap, and sunscreen.

What is included in the price of the activities?

Qualified professional staff, materials for the activity, safety equipment (first aid kits, mobile phones, and radios), Public Liability Insurance, Personal Accident Insurance, compliance with Tourism, Occupational Risk Prevention, and Data Protection regulations, and our Quality Commitment.

In some cases, the price may also include, with separate or differentiated rates: transport, accommodation, packed lunch, tastings of local products, demonstrations of traditional activities and artisanal practices.

What safety measures are taken during the activities?

Our company takes all necessary safety measures when designing and carrying out each activity.

Activities are led by qualified professionals, we hold Public Liability Insurance covering our professional work, are up to date with Occupational Risk Prevention requirements, use approved materials and safety equipment such as first aid kits, mobile phones, and radios. All our clients are also covered by Personal Accident Insurance.

Each activity on our website includes information about its difficulty level, allowing clients to choose the one best suited to their physical condition. At the time of registration, we ask whether participants suffer from any illnesses or are undergoing medical treatment. This information is especially important for clients with diabetes, asthma, or allergies. In such cases, it is essential to bring the necessary medication in sufficient quantity in case the activity is extended for any reason (we request medication for at least 24 hours).

However, please note that our activities take place in natural environments, which can sometimes be unpredictable, and we cannot be held responsible for extraordinary events occurring in these settings.

Personal Accident Insurance – Exclusions

The insurance only covers accidents occurring during the activity. By definition, an accident is: A bodily injury resulting from a violent, sudden, fortuitous, external and unintentional event, causing the insured party to suffer any of the guarantees covered and expressly included in the Particular Conditions of our policy.

Explicitly excluded are, among others:

Accidents caused by the voluntary use of drugs, narcotics, or alcohol.
Self-inflicted injuries, whether intentional or unintentional.
Illnesses of any kind, including heart attacks or cerebrovascular events.
Heatstroke, frostbite, or other effects of weather conditions, unless caused by an accident.
Poisoning or food poisoning due to ingestion of general food products.

If you wish, you may request further details of our policy via email.

Is it important to be punctual?

Yes, mainly out of respect for the rest of the group. However, we allow a 10-minute courtesy wait.

What happens in the event of bad weather or an important incident?

We will call you as soon as possible to inform you and avoid unnecessary travel to the meeting point. If this is not possible, the guide may modify the activity if they consider it necessary for participant safety, offering an alternative. If no alternative is feasible on that day, a new date will be arranged. Our company is not obliged to refund the fee if the client declines the activity or the alternative date. In the case of definitive cancellation and only when you cannot take part in any alternatives, a refund will be issued. If the activity is cancelled after it has already started, we are not obliged to refund the fee.

*For Pico del Teide, once payment has been made, no refunds are issued. If on the day of the activity the Teide Cable Car is closed due to weather conditions, we will offer you an alternative route and refund only the amount corresponding to the cable car ticket.

*For sea kayaking tours, if weather conditions force us to cancel on the same day, the activity will be replaced with one of our boat trips along the Los Gigantes Cliffs. If this is also not possible, you will receive a refund.

What happens if I can’t attend or cancel the activity?

Online Bookings

You will not incur any penalty if cancellation occurs more than 2 days before the activity. If cancellation is made:

Within the last 48 hours, only 50% of the amount paid will be refunded.
Within the last 24 hours, no refund will be issued.

*Except for the Pico del Teide route, where no refunds are made once the activity has been paid.

Tailored Group Bookings

You will not incur any penalty if cancellation occurs more than 1 week before the activity. If cancellation is made:

Within the last 7 days, 75% of the amount paid will be refunded.
Within the last 72 hours, only 25% of the amount paid will be refunded.
Within the last 48 hours, no refund will be issued.

Basic Code of Conduct

For the safety of all participants, instructions given by guides or monitors must be followed at all times. Failure to comply may result in the participant being expelled from the activity, with no right to a refund. Our staff may also determine that a registered participant is not fit to take part in the activity, based on the safety of the group and the individual. In such cases, no refund will be issued as that place could have been offered to another participant.

Photographs during the activities

Our company may take photographs during activities in which clients appear. These images are our property and may be used for promotional purposes (posters, leaflets, website, social media, etc.). We reserve the right to use them without prior notification to our clients. If any client does not wish to appear in the photographs or have their image used, they must notify us before the start of the activity.

For images of minors, we will always seek prior authorisation before publishing any photograph showing the child’s face. In sea kayaking activities, the difficulty of taking photos at sea means we cannot always guarantee image quality or that all participants will be captured.

How can I contact you if I have questions or in case of emergency?

Most information is detailed on our website: www.elcardon.com

You can also contact us:

Monday to Friday:

Email: info@elcardon.com
WhatsApp: (+34) 613 23 11 45
In person: at our office in Hotel Meliã Hacienda del Conde, Buenavista del Norte (Mon–Fri, 9:00–14:00)

On weekends and public holidays:

WhatsApp: 616 327 931 or via our website

Signing up for any of our activities implies FULL KNOWLEDGE AND ACCEPTANCE of these terms and conditions.