Cancellation policy
The rule is short: once bought, a pass isn't exchanged back for money. The exception is just as short and comes from the law: if you bought it on the site, you have 14 days to withdraw.
1. The rule
Passes are not refundable. Once bought, a pass isn't exchanged back for money — not in full, not in part. It isn't cancelled because you ran out of time to come, and it isn't extended for the days you didn't.
We say this plainly because it's fairer than letting you find out afterwards. A pass costs less than the same entries paid for one by one precisely because both sides commit to something: you to coming, us to the lower price.
The same rule covers a single day entry paid for at reception. The one exception in this whole document is section 2, and it applies only to purchases made on the site.
2. The exception: 14 days for online purchases
Anything you buy at a distance — including a pass bought on the site — comes with a 14-day right of withdrawal under OUG 34/2014. The period runs from the day you bought it. We can't take that right away with a clause, so we don't try.
How much you get back
- Unused — you get all your money back.
- Partly used — we keep the value of the entries you used and return the rest. At checkout we asked for your express agreement so you could start using the pass straight away rather than waiting out the 14 days; that's why it's a separate tick box and not a buried line.
- Fully used, or the validity period over — nothing is refunded, because the service has been supplied in full.
How to tell us
The simplest way is the withdrawal form. It takes two minutes, you get a reference number on the spot, and we confirm by email.
You are not obliged to use the form. An email to receptie@sandivers.ro or a call to 0746 800 868 counts exactly the same. What matters is that it's clear who you are and that you are withdrawing.
When you get the money
Within 14 days of telling us, to the card you paid with — the law requires the same means of payment, and we have no other. Withdrawing costs you nothing. We issue a credit note for the amount returned and you get it by email.
3. What withdrawal doesn't cover
Passes bought at reception. The 14-day withdrawal is for distance purchases; at reception you saw what you were buying and could ask before paying, so section 1 applies there without exception.
Parties. They can't be booked or paid for online, so they aren't covered by this document. Deposit and cancellation terms are agreed in writing when you book, before any money is paid.
4. If we cancel
If we've taken money for a service we didn't provide — we were closed, we cancelled your booking, something failed on our side — you get your money back or we replace the service. That choice is yours, not ours, and section 1 doesn't apply here.
Your consumer rights under OG 21/1992, the consumer code (Legea 296/2004) and OUG 34/2014 stand whatever this page says. If something has gone wrong, see section 13 of the terms for the steps and the ANPC addresses.