Refund & Cancellation Policy

Effective Date: December 24, 2025

At Holland Tickets (operated by Senlac Tours Europe B.V.), we are committed to transparency regarding our refund and cancellation policies. Please read this policy carefully before completing your booking, as all tickets sold through our platform are subject to the terms outlined below.

1. Non-Refundable Ticket Policy

1.1 General Policy Statement

ALL TICKETS AND TOUR BOOKINGS PURCHASED THROUGH HOLLAND TICKETS ARE STRICTLY NON-REFUNDABLE.

This means that once your payment has been processed and tickets have been issued:

  • ❌ No refunds will be provided for any reason
  • ❌ No cancellations will be accepted
  • ❌ No credits or vouchers will be issued for future use
  • ❌ No exceptions for personal circumstances

1.2 Why Are Tickets Non-Refundable?

Museum and attraction tickets are time-specific and allocated in limited quantities for each time slot. Once we secure your tickets:

  • The venue reserves your specific entry time slot
  • We process and deliver your e-tickets
  • The time slot cannot be resold to other customers
  • Our costs for reservation and service are incurred immediately

This policy is standard practice in the tourism industry for timed-entry attractions and is clearly communicated before payment.

1.3 Your Acknowledgment

By completing payment for your booking, you acknowledge and accept that:

  • You have read and understood this non-refundable policy
  • You are committed to attending on your selected date and time
  • You will not be eligible for refunds under any circumstances (except those specified in Section 3)
  • You have verified all booking details before completing payment

2. Cancellation Timeline

2.1 Before Payment is Completed

✅ Free Cancellation Available

You can cancel your booking request without any penalty if:

  • You have submitted a booking request but have not yet received payment confirmation
  • You have received a payment link but have not completed payment
  • The 24-hour payment window has expired (booking automatically cancelled)

How to Cancel Before Payment:

  • Email us at info@holland-tickets.com with your booking reference
  • Call us at +31 264 431 331 (Monday-Friday, 9:00-18:00 CET)
  • Simply let the payment link expire (valid for 24 hours only)

2.2 After Payment is Completed

❌ No Cancellations Accepted

Once payment is successfully processed and e-tickets are issued:

  • Your booking becomes final and binding
  • Cancellation requests will be declined
  • No refunds will be issued for cancellations

This applies regardless of when you attempt to cancel - whether it's immediately after booking or weeks before your visit date.

3. Exceptions to Non-Refundable Policy

3.1 Venue Closure or Cancellation

✅ Full Refund Eligible

A full refund will be provided if:

  • Permanent Closure: The museum or attraction permanently closes before your visit date
  • Temporary Closure: The venue is closed on your specific scheduled date due to emergency circumstances (fire, flooding, safety issues)
  • Tour Cancellation: A guided tour or experience is cancelled by the tour operator
  • Strike/Labor Action: Venue staff strikes prevent the museum from opening on your scheduled date

3.2 Holland Tickets Booking Error

✅ Full Refund Eligible

A full refund or rebooking will be provided if:

  • We issue tickets for the wrong date or time due to our system error
  • We confirm a booking but the venue has no record of your reservation
  • We fail to deliver your e-tickets after payment is completed
  • We charge you an incorrect amount due to a technical error

3.3 Refund Process for Eligible Cases

If your booking qualifies under Section 3.1 or 3.2:

  1. Notification: We will contact you immediately via email if we become aware of the issue
  2. Options Offered:
    • Full refund to your original payment method, OR
    • Rebooking to an alternative date (subject to availability)
  3. Refund Timeline: Refunds are processed within 5-7 business days
  4. Payment Method: Refunds are issued to the original payment method used for booking

4. Situations NOT Eligible for Refunds

4.1 No-Show and Late Arrival

❌ No Refund

No refunds will be provided if:

  • You fail to arrive at the venue at your scheduled time slot
  • You arrive late and are denied entry (venues strictly enforce time slots)
  • You forget your booking confirmation or fail to present valid e-tickets
  • You cannot locate the venue entrance or get lost

Important: We recommend arriving 10-15 minutes before your scheduled entry time to allow for security screening and queue processing.

4.2 Personal Circumstances

❌ No Refund

Refunds are not provided for personal reasons, including but not limited to:

  • Change of travel plans or schedule conflicts
  • Personal illness, injury, or medical emergencies
  • Family emergencies or bereavement
  • Change of mind or lack of interest
  • Double-booking or booking the wrong date by mistake
  • Dissatisfaction with the experience after visiting

Recommendation: We strongly recommend purchasing comprehensive travel insurance that covers trip cancellations, medical emergencies, and unforeseen circumstances.

4.3 Transportation and Travel Disruptions

❌ No Refund

No refunds are provided for issues beyond our control, including:

  • Flight cancellations, delays, or missed connections
  • Train, bus, or public transportation disruptions
  • Traffic jams, road closures, or navigation difficulties
  • Car breakdowns or parking issues
  • Strikes affecting transportation services
  • Border closures or visa issues

4.4 Weather Conditions

❌ No Refund

Weather-related issues do not qualify for refunds:

  • Rain, snow, or extreme weather on your visit date
  • Poor visibility or unfavorable conditions
  • Storms or weather warnings that don't force venue closure

Note: Museums and indoor attractions remain open in all weather conditions. Only in extreme cases where the venue itself closes due to safety concerns would a refund be considered (see Section 3.1).

4.5 Venue Policies and Restrictions

❌ No Refund

No refunds if you are denied entry due to:

  • Violation of venue dress code or conduct policies
  • Bringing prohibited items (large bags, food, weapons, etc.)
  • Intoxication or disruptive behavior
  • Failure to meet age, height, or health requirements for tours
  • Not having required identification or documentation
  • Venue reaching maximum capacity (arrive on time!)

4.6 Technical Issues

❌ No Refund

No refunds for technical problems on your end:

  • Lost or deleted e-tickets (we can resend them - contact us immediately)
  • Dead phone battery or device malfunction at venue entrance
  • Email delivery issues due to spam filters or incorrect email address
  • Inability to access your email account

Solution: Save your e-tickets to multiple devices or print them as backup.

5. Date and Time Changes

5.1 Change Request Policy

While tickets are non-refundable, in exceptional circumstances we may attempt to accommodate date/time changes:

Conditions for Change Requests:

  • ✅ Request must be submitted at least 48 hours before your original scheduled time
  • ✅ Changes are subject to availability at the new date/time
  • ✅ The venue must permit date transfers (some tickets are strictly non-transferable)
  • ✅ A rebooking fee of €5.00 per ticket applies
  • ✅ Only ONE change is permitted per booking

⚠️ Important Limitations:

  • Change requests are not guaranteed and depend on venue policies
  • Peak dates (weekends, holidays) often have limited availability
  • Some tickets cannot be changed under any circumstances
  • If the new date is at a higher price, you must pay the difference

5.2 How to Request a Date Change

  1. Email info@holland-tickets.com with:
    • Your booking reference number
    • Original booking details
    • Requested new date and time
    • Reason for change request
  2. Our team will check availability and venue policies
  3. If approved, you'll receive a payment link for the €5 rebooking fee
  4. New e-tickets will be issued after fee payment
  5. Original tickets will be invalidated

Response Time: We aim to respond to change requests within 24 business hours.

5.3 Changes Not Permitted

  • ❌ Requests made less than 48 hours before scheduled time
  • ❌ Changes after you have already visited the venue
  • ❌ Reducing the number of tickets (no partial refunds)
  • ❌ Changing to a different tour or attraction type
  • ❌ Transferring tickets to another person's name

6. Travel Insurance Recommendation

6.1 Why Purchase Travel Insurance?

Given our strict non-refundable policy, we strongly recommend purchasing travel insurance that covers:

  • Trip cancellations and interruptions
  • Medical emergencies and hospitalization
  • Flight cancellations and delays
  • Lost or stolen travel documents
  • Family emergencies requiring immediate return home

6.2 Insurance Coverage

Many travel insurance policies will reimburse you for non-refundable bookings if you need to cancel due to:

  • Covered medical reasons
  • Severe weather causing travel impossibility
  • Airline or transportation failures
  • Jury duty, court subpoenas, or military deployment
  • Other covered reasons specified in your policy

Note: Holland Tickets does not sell or endorse any specific travel insurance provider. Please research and purchase insurance that meets your needs from reputable providers.

7. Refund Processing (When Applicable)

7.1 Refund Method

For the rare cases where refunds are eligible (Section 3 exceptions only):

  • Refunds are issued to the original payment method used for booking
  • We cannot refund to a different card or account
  • For cash payments (if applicable), refunds are issued via bank transfer

7.2 Refund Timeline

  • Processing Time: 5-7 business days from approval
  • Bank Processing: Additional 3-10 business days depending on your financial institution
  • Total Time: Allow up to 14 business days for funds to appear in your account

7.3 Refund Amount

When a full refund is issued:

  • ✅ Ticket price: Fully refunded
  • ✅ Service fee (10%): Fully refunded
  • ✅ Payment processing fees: Refunded
  • ❌ Currency conversion fees: May not be refundable (charged by your bank)

7.4 Refund Confirmation

Once your refund is processed, you will receive:

  • Email confirmation with refund reference number
  • Refund amount breakdown
  • Expected timeline for funds to reach your account

8. Dispute Resolution

8.1 Contact Us First

If you believe you are entitled to a refund or have concerns about this policy:

Step 1: Contact our customer service team
Email: info@holland-tickets.com
Phone: +31 264 431 331
Hours: Monday-Friday, 9:00-18:00 CET

Step 2: Provide the following information:

  • Booking reference number
  • Detailed explanation of your situation
  • Supporting documentation (if applicable)
  • Desired resolution

Step 3: We will review your case and respond within 48 hours during business days.

8.2 Formal Complaints

If you wish to file a formal complaint:

  1. Submit a written complaint to info@holland-tickets.com
  2. Include all relevant details and documentation
  3. We will investigate and provide a formal response within 14 business days
  4. If unresolved, you may escalate to alternative dispute resolution services or legal channels

8.3 Chargeback Warning

Important: Initiating a chargeback with your credit card company for a non-refundable purchase may be considered friendly fraud. If you:

  • Received the tickets as promised
  • Agreed to the non-refundable policy before payment
  • Simply changed your mind or cannot attend

Then a chargeback is inappropriate and may result in:

  • Blacklisting from future bookings with Holland Tickets
  • Potential legal action to recover costs
  • Reporting to fraud prevention agencies

Please contact us directly before considering chargeback options. We're here to help resolve legitimate issues.

9. Special Circumstances

9.1 Group Bookings

For groups of 10+ people:

  • Same non-refundable policy applies
  • No exceptions for group size
  • Partial cancellations (reducing group size) are not permitted
  • All group members must attend at the scheduled time

9.2 Corporate and Educational Bookings

For school groups, corporate events, or educational institutions:

  • Standard non-refundable policy applies
  • Consider purchasing group travel insurance
  • Contact us about flexible booking options for future dates

9.3 Gift Purchases

If you purchased tickets as a gift:

  • Non-refundable policy still applies
  • Ensure the recipient can attend on the specified date
  • Date change requests may be possible (see Section 5)
  • Consider gift certificates instead for flexible dates (contact us for availability)

10. Consumer Rights (EU)

10.1 Right of Withdrawal

Under EU Consumer Rights Directive 2011/83/EU:

Standard 14-Day Withdrawal Period Does NOT Apply to:

  • Services for leisure activities with a specific date or period of performance (Article 16(l))
  • Museum tickets, attraction tickets, and tours with scheduled dates/times fall under this exclusion

Therefore, the standard 14-day "cooling off period" for online purchases does not apply to timed event tickets.

10.2 Your Rights Under Law

You still retain the following consumer rights:

  • ✅ Right to accurate information before purchase
  • ✅ Right to receive the service as described
  • ✅ Right to remedy if service is defective or not provided
  • ✅ Right to fair terms and transparent pricing

10.3 Unfair Terms Protection

This non-refundable policy is standard industry practice and is not considered an unfair contract term because:

  • It is clearly communicated before purchase
  • It applies to time-specific services with limited availability
  • It is transparent and easy to understand
  • It is necessary for the nature of the service provided

11. Contact Information

For questions, change requests, or concerns about this Refund & Cancellation Policy:

Senlac Tours Europe B.V.
Bouriciusstraat 5
6814 CS Arnhem
Netherlands

KVK: 09149367
VAT: NL814158663B01

Customer Service:
Email: info@holland-tickets.com
Phone: +31 264 431 331
Hours: Monday-Friday, 9:00-18:00 CET

12. Policy Updates

Holland Tickets reserves the right to update this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting on our website with a revised "Effective Date."

This policy applies to all bookings made on or after the effective date listed above. Bookings made before policy updates will be subject to the terms in effect at the time of booking.

Last updated: December 24, 2025

By completing your booking, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.

Thank you for your understanding. We look forward to helping you experience the best of Amsterdam's museums and attractions!