Below, we set out our cancellation policies and answer the most frequently asked questions so that you can make the most of your experience with us.
Changes and Cancellations Policy
Our policies vary depending on the type of activity you have booked. Please check the section relevant to your booking carefully.
Masca Gorge with a Guide
- Free cancellation: You can cancel or change the date at no cost, provided you give at least 72 hours’ notice.
- Closure of the gorge in the days leading up to the activity: If the gorge closes before the activity, we will contact you (via WhatsApp and email) to suggest an alternative date. If this is not possible, a full refund will be issued.
- If the gorge is closed on the day: The excursion will go ahead as planned, following an alternative walking route. A refund will be issued for any services not used (ferry ticket, gorge entry ticket and ground transport).
Self-guided tour of the Masca Gorge
- Cancellations and changes: You can cancel or amend your booking free of charge up to 72 hours before the booked date, with a 100 per cent refund. With less than 72 hours’ notice, only cancellations are accepted and 100 per cent of the amount will be retained.
- Closure due to external circumstances: If the gorge or jetty is closed due to adverse weather conditions, maintenance or other circumstances beyond our control, we will notify you as far in advance as possible. You can choose either to reschedule or request a full refund.
- Unexpected cancellation of the boat trip: In exceptional circumstances, the boat trip may be cancelled for safety reasons due to sudden changes in sea conditions. If this happens during the activity, you will need to walk back to the Masca Visitor Centre (a good level of fitness is recommended).
Teide Peak
Confirmed bookings and places cannot be amended or cancelled, nor can the participants, dates or times be changed, and they are non-refundable. Furthermore, no refund will be given if access is denied due to failure to meet the minimum equipment requirements.
What equipment is compulsory?
For this high-altitude activity, it is essential to bring the appropriate equipment. Access may be refused if the equipment required by the National Park is not provided.
Hiking, walking or trail running boots are compulsory. Open-toed footwear is not permitted.
In addition, you must carry:
- Long trousers (worn or in your rucksack)
- Technical T-shirt (thermal or water-repellent)
- Fleece or equivalent warm garment (compulsory all year round)
- Windbreaker
- Hat and gloves (in winter)
- Cap, hat, bandana or headscarf (in summer)
What happens if the cable car isn’t running or the weather is bad?
If the activity cannot take place for reasons beyond our control (adverse weather conditions, closure or breakdown of the cable car, etc.), the guide will suggest an alternative activity within Teide National Park (a circular walk around Roques de García). In such cases, the cost of the guided tour will not be refunded. Cable car tickets will only be refunded if the cable car closes due to bad weather.
What happens to the ticket if the cable car is closed?
The access permit for the PNT 10 Telesforo Bravo footpath is valid only on the date on which it was issued and cannot be used on subsequent days.
Sea Kayaking Tours
- Free cancellation: If you cancel more than 48 hours in advance, you will receive a 100% refund.
- Late cancellation: If you cancel less than 24 hours in advance, no refund will be given.
- Cancellation due to weather conditions: If the event is cancelled due to poor weather forecasts, 100% of the fee will be refunded or an alternative date or route will be proposed.
- Punctuality: The courtesy waiting time is 15 minutes. If you arrive later than this, you will not be refunded, nor will you be able to change your time or route.
Whale and Dolphin Watching
- Free cancellation: If you cancel more than 48 hours in advance, you will receive a 100% refund.
- Late cancellation: If you cancel less than 24 hours in advance, no refund will be given.
- Cancellation due to sea conditions: If the activity is cancelled due to rough seas, a refund will be issued or an alternative date will be proposed.
- Punctuality: If you do not arrive on time and miss the boat, no refund will be given. Nor will it be possible to change your booking on the same day, unless there are places available and you pay for the activity again.
Route of the Stars
- Free cancellation: Full refund if you cancel 24 hours in advance.
- Weather conditions: If the sky is not visible or conditions do not permit the activity to take place, a refund will be issued or the booking will be rescheduled for another date (subject to the customer’s availability). Note: The activity usually takes place above the clouds.
Bicycle Hire
- Responsibility: The customer is solely responsible for looking after the bicycle and accessories (helmet and lock) and returning them in the same condition as when they were received.
- Damage, theft or loss: The customer must notify the company and pay the cost of the stolen or damaged equipment at market price (e.g. bicycle: €200–500, handlebars: €150, saddle: €55, etc.). A copy of the bank card will be taken as security.
- Times and delays: The hire period ends at 00:00 on the agreed date. Any delay in returning the vehicle will result in an additional charge corresponding to the length of the delay.
- Traffic regulations: The customer undertakes to comply with traffic regulations and is liable for any damage caused to themselves or to third parties. The company accepts no liability for fines.
- Insurance: The hire service does not include accident insurance (excluded under the Canary Islands Active Tourism Decree).
Other Activities
(Not related to the Masca Gorge, the Route of the Stars, Mount Teide, Whales and Dolphins, Sea Kayaking and Bike Hire in Teno)
- Free cancellation: Up to 48 hours before the activity.
- Cancellation by us: If we have to cancel for reasons beyond our control (weather conditions, etc.), we will contact you to offer an alternative date or a full refund.
- Same-day cancellation on our part: If the issue arises on the same day, we will offer you the choice between an alternative activity or a 50% refund.
- Cancellation once the activity has started: If the cancellation takes place after the activity has begun, no refund will be given.
NaturExperience Cards (Gift Vouchers)
- Validity: You have 6 months to redeem your gift voucher.
- Returns: Once purchased, no returns will be accepted.
- Changes: You can swap it for another activity. If the new activity costs more, you pay the difference; if it costs less, the difference is credited to your account for future bookings.
About our activities
- What outdoor activities do you offer?
We offer nature tourism services, mainly in Tenerife (Teno, Masca, Teide, Anaga, the south). Our activities include: hiking, the Masca Gorge descent, the Masca Skyline, the ascent of Mount Teide, stargazing tours, sea kayaking, whale watching, bike hire, small-group excursions, VIP tours and environmental education activities. We also organise bespoke activities for groups (rock climbing, birdwatching, caving) from €150.
- Are the activities suitable for all ages? Can children or older people take part?
There are three levels of difficulty: Low (*), Medium () and High (***). We recommend that children and older people choose Low-level activities. It is essential to have a steady footing, be in good health and know how to swim for water-based activities. Please contact us directly if you have any queries.
- Can I sign up on my own, or do I need to form a group?
You can book a place on our regular scheduled activities as an individual, as a couple or as a family. Some activities require a minimum number of participants or a minimum fee. We also offer private VIP activities.
- What special offer do you have for groups?
We can organise any activity on the date of your choice. What’s more, for groups of more than 15 people, the organiser goes free.
- Can I take part in the activities on any day of the week?
Groups can book activities on almost any day. For individual bookings, please check the timetable on our website.
- What other services does El Cardón offer?
We provide services to public authorities (the Government of the Canary Islands, island councils and local councils) in the areas of environmental education and interpretation, consultancy, and the management of facilities and events.
Logistics and Preparation
1. What do I need to bring to the activities?
- Mountains: Suitable trousers, hiking boots or trainers, warm clothing (jumper, jacket, hat, neck warmer), waterproof jacket, cap, walking sticks, camera, water, a packed lunch and a small rucksack.
- Sea: Swimsuit, flip-flops, cap and sun cream.
Please bear in mind the specific equipment requirements for each activity (these are set out in the details for each activity)
2. Is transport provided for the activities?
It depends on the activity. If it is included, it is carried out using specialised vehicles. If not, the company accepts no liability for the access routes (particularly on high-altitude mountain roads such as Teide, Anaga, Masca or Teno).
3. What is included in the price of the activities?
This includes the services of qualified professionals, materials, safety equipment (first-aid kits, radios), third-party liability insurance, personal accident insurance (except for hire arrangements) and compliance with regulations. Some activities include transport, accommodation, picnics or tastings, with different prices.
4. Is it important to be punctual?
Yes, out of respect for the other participants. We allow a 10-minute grace period (15 minutes for kayaking trips).
Safety and Insurance
- What safety measures are in place?
Our activities are led by qualified professionals. We hold public liability insurance, comply with health and safety regulations, and use approved materials and communication/first-aid equipment. When you book, you must disclose any medical conditions or treatments (e.g. diabetes, asthma, allergies) and bring enough medication to last 24 hours.
However, please note that our activities take place in the natural environment, which can sometimes be unpredictable; we cannot therefore accept responsibility for any extraordinary events that may occur there.
- What does Personal Accident Insurance cover?
This does not apply to equipment hire services (such as bicycles, SUPs, kayaks, etc.), which are exempt from compliance with the Canary Islands Active Tourism Decree.
The insurance provides cover exclusively for accidents occurring in the course of work. By definition, an accident is: a bodily injury resulting from a violent, sudden, fortuitous, external and unintentional event, which gives rise to any of the cover provisions underwritten and expressly included in the Special Conditions of our policy.
The following, amongst others, are expressly excluded:
– Accidents resulting from the deliberate use of drugs, narcotics or alcoholic drinks.
– Self-harm, whether caused consciously or unconsciously.
– Illnesses of any kind, including heart attacks and strokes.
– Heatstroke, frostbite or other effects of atmospheric temperature, unless they result from an accident.
– Cases of food poisoning caused by the ingestion of foodstuffs in general.
If you wish, you can ask us for full details of our policy by email.
Standards and Commitments
- What are the basic rules of conduct?
For safety reasons, you must follow the guides’ instructions at all times. Failure to do so may result in expulsion without a refund. Staff may decide that a person is unsuitable to take part for reasons of general safety, in which case no refund will be given.
- Are pets allowed at the activities?
Pets are generally not permitted. The only exception is if it is a single group travelling in their own transport.
- Are photographs taken during the tours?
Yes, we do occasionally take photographs that may be used for promotional purposes (website, social media, etc.) without prior notice. If you do not wish to appear in these photographs, please let us know before the activity begins.
Contact and Bookings
How do I get in touch with them or sign up for an activity?
- Bookings: Online via www.elcardon.com
- Email: info@elcardon.com
- WhatsApp: 613 23 11 45 (Monday to Friday, 9 am to 6 pm). On public holidays and at weekends, we are only available via WhatsApp (616 32 79 31).
- Office: Meliã Hacienda del Conde Hotel, Buenavista del Norte (Monday to Friday, 9 am to 1 pm).
Please note: Registration for any of our activities always implies that you have read and accepted this information.