1. The key rules
- Before purchase or allocation: cancel for a full refund if your request reaches us before we have purchased or allocated the admission tickets.
- After purchase or allocation: voluntary cancellations and changes are generally unavailable.
- Your chosen time cannot be obtained: choose an available alternative with your consent or receive a full refund.
- Our service is not supplied as agreed: the remedies below and your statutory rights apply.
This policy concerns orders placed with Visit Majorelle, operated by Apollo Trading UG. It does not govern a purchase you make directly from the attraction or another seller. It must be read with our Terms of Service. Statutory rights take priority where they provide a different or additional remedy.
2. Cancelling before tickets are purchased or allocated
Email booking@visitmajorelle.com with your booking reference and a clear request to cancel. If the request reaches us before the admission tickets have been purchased or allocated to your order, we will refund the full amount paid to us for that order, including the amount charged for our service. We do not deduct a cancellation fee from this refund.
We compare the time your request reached us with the order's purchase or allocation status. Tickets may already have been obtained even if their email has not yet reached you. Ask us if the status is unclear. Sending a request does not by itself mean that cancellation has been confirmed.
3. After tickets are purchased or allocated
Once the admission has been purchased or allocated, we do not offer a voluntary refund, transfer or change because of a change of plans, a date or category selected incorrectly by the customer, late arrival, a missed visit or travel disruption that does not prevent the attraction from providing the booked admission.
There is no voluntary partial refund simply because you choose not to use one part of a correctly supplied combined ticket. This is different from a promised part of the booking being unavailable or not supplied. Our errors, non-performance and any applicable statutory rights remain covered by the following sections.
5. Problems with the admission or our service
We will correct a verified booking error made by us without charging you extra. If we cannot provide the correct admission in time, we will refund the affected booking in full. Examples include issuing the wrong experience, date, time or quantities, or failing to provide valid admission documents for the agreed visit.
A verified attraction closure, an event that prevents the agreed admission, or a supplied ticket being refused because it is invalid can also qualify for a full refund. We may offer a suitable alternative, but this requires your agreement. If a material part of a combined experience cannot be supplied, contact us so that the appropriate remedy can be assessed; we will not treat this as a part you simply chose not to use.
Send reasonable evidence where available, such as the admission ticket, the message you received, a closure notice, a photograph or a staff explanation. Written venue confirmation is useful if obtainable, but it is not the only evidence we will consider. You do not need to give up mandatory rights because a venue will not provide a written statement.
6. How to request help or a refund
Contact booking@visitmajorelle.com promptly, ideally before the visit when the problem is already known. Include your booking reference, the name and email used to book, the visit date and time, a short explanation and any relevant evidence. Tell us whether you seek cancellation, correction, an alternative or a refund.
Do not email full card numbers, security codes, online-banking passwords or unnecessary identity documents. We may ask for proportionate information to identify the order and protect it against unauthorised changes. There is no additional short complaint deadline in this policy that removes a statutory claim.
7. Refund method and timing
Approved refunds normally enter processing within 3–5 business days. Bank or payment-provider posting can mean that the amount appears in your account within approximately 10–14 business days overall. These are practical estimates, not an extension of any shorter legal deadline that applies.
Refunds normally go to the original payment method. A full refund means the full euro amount paid to us for the refunded order; we do not retain our service charge. Exchange-rate movements and fees separately charged by your bank may affect the amount shown in a different account currency. We do not require you to accept store credit instead.
If a refund has not appeared after the stated period, contact us with the order reference. If you see a suspected duplicate payment, contact us before paying again so we can check whether it is a completed charge or a temporary authorisation. Your rights to contact your bank or payment provider remain unaffected; the same amount is not refundable twice.
8. Statutory withdrawal and other consumer rights
Our voluntary cancellation rules are separate from any statutory right to withdraw from a distance contract. Under German law, certain leisure services booked for a specific date or period can be excluded from the usual withdrawal right. Whether that exclusion applies depends on the actual contract, including the role of an intermediary. We do not treat every independent ticket-arrangement service as automatically excluded.
Where the ordinary statutory withdrawal right applies to a service contract, its usual period is 14 days from conclusion of the contract, subject to the applicable information requirements and rules on when the period begins or is extended. Buying a ticket, starting work, receiving a payment or sending an email does not by itself establish that you consented to lose that right. For a paid service, early expiry on full performance requires the applicable legal conditions, including your prior express consent to performance beginning before the withdrawal period ends and your acknowledgement that the right is lost on full performance. Starting work alone is not enough.
You can communicate a decision to withdraw by a clear statement to Apollo Trading UG, Arnstädter Str. 50, 99096 Erfurt, Germany, or booking@visitmajorelle.com. For example: “I withdraw from my contract for booking [reference], ordered on [date]. My name and contact address are [details].” No special wording is required for this email route. Any other legally required method or withdrawal information remains applicable.
Where a valid statutory withdrawal requires reimbursement, the legal reimbursement deadline applies, normally no later than 14 days after we are informed of the withdrawal. Any lawful charge for a service already performed requires the applicable legal conditions; it is not an automatic deduction under our voluntary cancellation policy.
Nothing here limits rights arising from non-performance, invalid admission, misleading information or other protections that cannot lawfully be excluded.