Terms & Conditions

Before you book an excursion, activity, attraction or ticket (“Excursion”) via the www.tuiexperiences.com website it is important to us that you understand what you’re booking before you commit. We have set out everything you need to know below, so there are no nasty surprises.

When we talk about ’we ’, ’us ’, etc., we mean MUSEMENT S.P.A. (Registered Office address in Milano, via Polesine 13, Tax Code and VAT no. 07978000961, online travel agency licence prot. n. 170695).

Our Agreement is governed by Italian law. Should there be a claim or conflict between us, we hereby submit and consent, expressly renouncing to any other jurisdiction, to the Courts of Law of your place of residence.

We have taken all reasonable care to make sure that the Excursions advertised by us are provided by efficient and reputable businesses. These businesses follow local standards and requirements.

If you need to get hold of us for any reason, email (support@gotui.com) or call us at +44 121 468 3145. We are open from 08:00 to 20:00 every day.

You are given the ability to obtain excursion, activity, attractions and ticket services (hereinafter referred to as “excursions”), subject to the acceptance of the Booking Terms and Conditions displayed on the website, in accordance to the prices, rates and conditions of cancellation displayed at the moment of booking. The website will guide you through the booking procedure.

We do our best to tell you as much about our Excursions as soon as possible before your holiday. Please take the time to read the Excursion information that is on the TUI EXPERIENCES website, so that you book an Excursion that is suitable for you.

Unfortunately, we sell so many great Excursions that we can’t always keep track of changes to how they run. If you find anything that’s not completely accurate in our information, please tell us as soon as possible.

It is important that you (and your party):

1. ensure that the booking details that you provide to us are accurate;
2. update us of any subsequent changes that you need to make to your booking;
3. check that you have suitable and valid insurance for you and your party that will include cover for the Excursion(s) booked and that you declare any material facts including known medical conditions to your insurers;
4. abide by any terms and conditions, or restrictions, that the Excursion provider may impose, whether based on age, health, weight and/or height, level of fitness, or otherwise;
5. read the Excursion information carefully for details of any necessary previous experience, requirements and/or ability levels;
6. understand that some Excursions carry an element of risk and it is your responsibility to ensure that the Excursion is suitable for you and/or your party;
7. ensure that any person who is under 18 years old at the time of taking the Excursion will be accompanied by an adult.

Excursion group sizes may vary from 1 to 99 participants.

Persons with Reduced Mobility

If the Excursion you choose does not expressly indicate that it is suitable for people with reduced mobility, then it is not suitable.

All prices are accurate at the date published on the TUI EXPERIENCES website, but we reserve the right to change any of those prices from time to time. Since we offer some amazingly-low rates, a price we’ve offered you may go up or down if you come back to book later. Make sure you book the Excursion that you want when you see it, so we can guarantee you’ll pay the price you’ve seen.

The price of the excursion that you will pay to us includes:

• All services specified on the booking confirmation email;
• Italian VAT.

The price does not include any service that is not specified in the booking confirmation email.

Forms of payment that we accept:

We accept Mastercard, Visa, Amex, Ideal, Paypal, Google pay and Apple pay.

At the time of your booking, the full quoted amount will be deducted from your credit or debit card. Payment transactions’s leading banks and our site is verified by Thawte. This technically secure environment ensures that credit card details cannot be intercepted and are not revealed to anyone other than to financial institutions required to process payment instructions from the customer.

Should you require an invoice, this will be sent to you electronically by way of an emailed PDF file. Should you not want to receive an electronic invoice, then you can contact the Customer Service Team.

If we have reasonable grounds to suspect that your booking is fraudulent, we reserve the right to cancel it automatically and send a notification email to the email address provided by you at the time of booking.

Make sure you read your Excursion booking confirmation email thoroughly, to confirm what you’ve booked is suitable for you and take it with you when you go on holiday. If you don’t follow the instructions we give you, we may not be able to refund you any additional costs you’re charged as a result.

If You Change or Cancel your Booking

You can make a change to the number of people booked on the Excursion, or the date of the Excursion, by accessing your booking directly on the TUI EXPERIENCES website. For all other changes you will need to contact our Customer Service Team.

Changes and/or cancellations will not be allowed on those bookings which are advertised as being “non-refundable” at the time of booking.

When changing your excursion details, the price of your excursion will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.

If you want to cancel your booking, or part of it, you can do so by directly accessing your booking under the “My Booking” section of the TUI EXPERIENCES website or by contacting our Customer Service team. You may be liable for the full cost or part of the cost of the Excursion booked. Details of the cancellation policy applicable to your Excursion booking will be advised at the time of booking, via the “shopping basket”. All cancellations will be actioned and charged with the relevant cancellation fees as per the cancellation policy.

Once your booking has been cancelled you will receive a cancellation confirmation via email. If this doesn’t happen, then please contact us.

If We Cancel or Change Your Booking

We aim to provide your Excursion as booked. However, we may need to cancel your Excursion if, for example, there are not enough people booked on it. We reserve the right to cancel your Excursion in any circumstances but, if we cancel your Excursion, you can either have a refund or accept a replacement Excursion from us and we will always refund the difference in price if the replacement Excursion is of a lower price. Should you choose a replacement Excursion, the terms and conditions of your Excursion booking will not change.

Sometimes we may have to make major changes to your Excursion booking after you’ve made it. Should this happen, we’ll notify you as soon as we’re able. If the new arrangements are not suitable, you can cancel the Excursion and we’ll offer you a full refund.

Excursions timings shown by us may change. Your confirmation email will show the latest planned timings. Your actual timings will be shown on your ticket (including any e-ticket itinerary), which you should check carefully as soon as you receive it.

Very rarely, we may be forced to change or terminate your Excursion booking due to unforeseen major events known as force majeure. This means any major event which we or the provider of the Excursion(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. Such events may include political disputes, acts of war, threat of war, riots, civil disturbances, terrorist activity (actual or threatened) and its consequences, border closures, industrial action and/or disputes (actual or threatened), technical problems with machinery, transport or equipment, government intervention, natural and nuclear disasters, fire, epidemics, health risks and pandemics, closed or congested airports, or explosion or extreme weather (including hurricanes) and any other similar events.

Changes or termination of your contract due to force majeure are extremely unlikely. If, however, such major events do occur, we shall refund your Excursion in full.

We will of course do our best to offer you support as our valued customer where we can in these circumstances.

Please take your booking confirmation email and the credit or debit card you booked with, with you on the Excursion. The confirmation email will give you instructions on where to meet on the day and what to expect.

It’s important that you and your party abide by any instructions, guidance or information given to you by the Excursion provider, especially with regards to you and your party’s health and safety.

If you have any problems on the day, please let the Excursion provider know so they can help you. If you don’t let them know, we may not be able to help you later on.

If you have a complaint about your excursion, you must immediately notify the Excursion provider. If they are unable to resolve the problem immediately, and a member of our staff is not available, you should contact our resort team straight away by phone/fax/email and we will endeavor to assist.

If you are still not satisfied on your return home, you must write to our Customer Support team (support@gotui.com) within 28 days of the excursion to allow your complaint to be investigated properly. Please write your excursion confirmation number on your letter/email and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the Excursion supplier, or calling and informing us in resort, then we may not be able to deal positively with your complaint.

We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behavior is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other person in the excursion or our staff or agents in any risk or danger, on the telephone, in writing or in person.

For the purposes of this section reference to “you” or “your” includes any other person in your party.

The Conditions Of Your Ticket

When you travel by air, sea or river, your journey may be subject to certain international conventions. You agree that the transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. We can supply full copies of the conventions to you, if you ask us to.

We know how important your privacy is online, so we take it seriously. During the booking process, we will request personal data from you such as you and your party’s names and credit card details. All of the data collected will be treated in accordance with our Privacy Policy and, in making the Excursion booking with us, you consent to us processing personal information about you and other members of your party.

All TUI Excursions are covered by our best Value Guarantee. This means that you can be sure that you will not find the same great value Excursion at a lower price anywhere else. If you do, we will refund you the difference subject to the conditions detailed below:

Value Guarantee Conditions: This guarantee applies to TUI Excursions. To claim your refund of the price difference, you must provide documented evidence of the cheaper excursion more than 24 hours prior to the excursion start time*. Documented evidence can be any published material where all conditions of the excursion can be verified (e.g. a current printed brochure or website screenshot including valid URL). The Excursion must be identical to that offered on gotui.com, and shall not be part of a package, in terms of: currency, itinerary, content, stops, length of excursion, bus quality, language and number of languages spoken and service given. Excursions must operate during the same calendar week (Mon - Sun). The Value Guarantee does not apply to unlicensed/illegal traders and excludes special offers.

The following services are not considered as excursions for the purpose of the Value Guarantee and are therefore excluded from the Value Guarantee: Flight Extras, Flight tickets, VIP Airport Services, VIP Lounges, Transfers, Merchandise, Childcare Extras, Rental Cars, Vehicle Rentals, Service Fees, Golf Extras, Wedding Extras, Hotel Upgrades, Entertainment Games and/or Event Ticket Deposits. Additionally, Value Guarantee does not apply on tickets to Theme parks in Florida (US).

*for guests who book more than 2 weeks before the excursion start time, any claim should be submitted within one week from the time of the booking.

DISCOUNT CODE: A discount code entitles you to a discount for a specific period of time under certain conditions as specified by us in the banner.

USE OF A DISCOUNT CODE: The discount code can only be used on the Tui.co.uk website and is applied during the purchasing process. Different codes cannot be used together with other promotions. It cannot be applied to bookings previously made. It can only be used via the online payment method. Any balance remaining on the discount code after it has been used, cannot be transferred or drawn.

CANCELLING A DISCOUNTED BOOKING: If you cancel or choose not to use a discounted booking you are not entitled to a Discount nor any reinstatement of the Promotion. If you change a discounted booking you will not be entitled to a refund of the Discount or reinstatement of the Promotion. All refunds are determined by the cancellation policy of the specific activity and do not include the sum of the Discount/Promotion.

REFUSAL TO REDEEM A DISCOUNT CODE: At any time we may cancel, withdraw or refuse to redeem a discount if we have reason to believe the code is being used unlawfully or illegally. In the event the code is cancelled or rejected no claim can be made against us. We will also refuse to apply a promotional code to a booking if the code has expired, the products are not included in the promotion, the code has already been redeemed or we’re unable to provide the quantity of tickets requested. In such cases we will inform you of the correct cost of the booking before charging payment, to give you the opportunity to confirm the booking and accept the terms.

LIMITATION OF LIABILITY: In the event that we cancel, remove, do not apply or refuse the use of a promotional code, we will not be liable for losses or damages of any kind, whether direct or indirect, including lost profits and the like.

PROMOTION: A promotion is a reference to a promotional code or discount code for a specific period of time (the period in which the promotion is valid). In the event that we choose to cancel, remove, not apply or refuse the use of a promotion, we will not be liable for losses or damages of any kind, whether direct or indirect, including lost profits and the like.

PRODUCTS EXCLUDED: The discount code can only be applied to selected products. This will not include the products from the following providers:

• Abba the Museum
• Acua Water Park
• Anadolu Balonculuk Pamukkale/Tantur Turizm Seyahat AS
• Animal Turizm/Tantur Turizm Seyahat AS
• APHRODITE WATERPARK PAPHOS
• Aquapark Costa Teguise
• Aquapark Internacional S.A (Torremolinos)/TUI España Turismo Slu
• Asociación cultural Entre Flamencos del Puerto Aguadulce/TUI España Turismo Slu
• Atomium
• Aventura Lanzabuggy S.L.
• Avignon Tourisme
• Bioparc Fuengirola/TUI España Turismo Slu
• BLANDS/TUI España Turismo Slu
• Casa Milan
• Catlanza
• Centre Pompidou
• Château de Chenonceau
• Château de Versailles
• Chateau Royal d’Amboise
• Cinecittà World
• Cité de l’Espace Toulouse
• Crocodiles Park Aljama SL/TUI España Turismo Slu
• C-WAY SRL
• DDR Museum
• Disneyland
• DISNEYLAND PARIS
• Domaine National de Chambord
• Ecomusée d’Alsace
• Emilio Jose Marquez Palomino
• FASOURI WATERMANIA WATERPARK LIMASSOL/TUI Cyprus Ltd
• FLAMENCO MALAGA, SL Tablao Alegría
• Fraport Tav/Tantur Turizm Seyahat AS
• Futuroscope
• Gardaland
• GLOBALTIX SDN. BHD.
• Golf Globe
• Graciosamar
• Graciosamar Cruceros
• Grupo Parques Reunidos
• Hamburg Tourismus / Hamburg Card
• HAT Marketing - Dine4less Card
• Heineken Experience
• Il Tuo Ticket
• Indigo
• Ingresso
• Isole Borromee
• Jom Travel Local
• Jungfraubahnen Management AG
• Kennedy Space Center
• Knotts Berry Farm
• Leisure Parks S.A, Parques de la Naturaleza Selwo S.L (Teleferico-Marina- Aventuras)/TUI España Turismo Slu
• Leolandia
• Loro Parque/TUI España Turismo Slu
• Louwman Museum
• Madame Tussauds and Dungeon Amsterdam (Merlin Entertainments)
• Marineland Antibes
• Meander Travel/Tantur Turizm Seyahat AS
• Mémorial de Caen
• Merlin Entertainments Group Deutschland GmbH
• MGM Resorts International
• Miniatur Wunderland Hamburg GmbH
• Mini-Europe
• Mirabilandia
• MOCO Museum
• Monuments Nationaux de France
• Movie Park Germany
• MUCEM
• Musée de la Romanité de Nîmes
• Musée des Confluences
• Musée d’Orsay & Musée de l’Orangerie
• Musée du Louvre
• Museo Nacional del Prado
• Museo Reina Sofia
• Museum of Fine Arts (MSK)
• Museum of Illusions Vienna
• Nausicaà Centre de la Mer
• Only Lyon Tourisme et Congrès
• OPERA NATIONAL DE PARIS – Garnier
• Panoramapunkt GmbH
• Pont du Gard
• PortAventura World
• Puy du Fou
• PUY DU FOU ESPAÑA
• Rain Forest S.L – Bioparc/TUI España Turismo Slu
• Ravensburger Spieleland - Freizeit und Promotion GmbH
• Red Cat Adventures
• Regensburger Stadtrundfahrten GmbH
• Restaurante Bar perola d’Chaves Soc.
• Rijksmuseum
• Roma Pass - Zetema Progetto Cultura srl
• San Diego Zoo
• Sea Life Centre Spain S.A U Benalmadena/TUI España Turismo Slu
• Seaquarium
• SeaWorld Busch Gardens
• SeaWorld Orlando
• SeaWorld Parks and Entertainment
• Six Flags
• Six Flags Magic Mountain
• Sky Sport Paragliding/Tantur Turizm Seyahat AS
• Staatliche Museen Berlin
• Technik Museen Sinsheim Speyer SVM GmbH
• The Land of Legends
• The Walt Disney Family Museum
• Tilos Travel/Tantur Turizm Seyahat AS
• TMB - Transports Metropolitans de Barcelona
• Tour Montparnasse 56
• Turismo Torino e Provincia
• TV-Turm Alexanderplatz Gastronomiegesellschaft mbH // Berliner Fernsehturm
• Universal Orlando Resort
• Universal Studios Hollywood
• Unver Su Sporlari/Tantur Turizm Seyahat AS
• Van Gogh Museum
• Verwunderei GmbH - Illuseum Berlin
• Visit Berlin - Berlin Welcome Card
• Walt Disney World
• Warner Bros Studios
• WarsawPass / City Info sp. z o. o.
• WONDR
• Xanterra
• Yda Dalaman Havalimani/Tantur Turizm Seyahat AS
• Yesil Marmaris Bodrum-Marmaris/Tantur Turizm Seyahat AS
• Yey Touristfly/Tantur Turizm Seyahat AS
• Zoo Parc de Beauval
• Zoom Torino

If you book via our website or have opted in other circumstances for us to contact you via email, we will communicate with you using the email address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your email address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our Customer Service Team or in writing as required in our terms and conditions.

These General Terms and Conditions are governed by Italian law and in particular by Legislative Decree no. 206/2005 on distance contracts and by Legislative Decree no. 70/2003 on certain aspects related to e-commerce. If you have your habitual residence in a EU country other than Italy, pursuant to Article 6(2) of Regulation No. 593/2008 you also enjoy the protection of the mandatory provisions of the country of your habitual residence.

Pursuant to Section 14 of the Regulation (EU) no. 524/2013, we hereby inform you that you may solve disputes in connection to the purchase of the Products on the Website through the ODR online platform managed by the EU Commission and accessible at the following address.