This policy governs payments, requests for changes or cancellations and refunds for vouchers and experiences purchased on www.hotelneptunovalencia.com. It forms part of the Terms and Conditions for vouchers and experiences.
The provider is Hotel Neptuno Playa Valencia, S.L., Tax ID (NIF) B97458541, with registered address at Paseo Neptuno, 2, 46011 Valencia, Spain. For these matters you can write to reservas@hotelneptunovalencia.com or call +34 963 567 777.
During checkout, the payment options enabled in the form are offered, including bank card through Redsys and Bizum. The total amount and applicable taxes are shown before you confirm the order.
Payment is processed by the corresponding financial institution or provider. The transaction may need to be authenticated using the security mechanisms of your bank or payment provider. The hotel receives the information needed on the status and reference of the transaction to manage the purchase.
The voucher is activated once payment has been confirmed and is sent automatically as a PDF to the email address provided. If the transaction is declined or remains pending, check its status before trying again. In the event of a possible duplicate charge, contact the hotel with the references available, without sending your full card details.
Cancelling the purchase of a voucher is not the same as changing an appointment already arranged. For any request, please state the order number or voucher code and, if applicable, the date and time booked.
If you wish to change or cancel an appointment, please let the hotel know as soon as possible. Changes of date or time are subject to availability and must be confirmed by the hotel.
This policy does not set fixed notice periods or automatic penalties for cancellation, late arrival or no-show. Only specific conditions that were clearly communicated before purchase and comply with consumer protection regulations may be applied.
Outside the cases in which there is a legal right to a refund, requests to cancel a purchase will be assessed in light of the conditions of the accepted offer and the circumstances of the case, without affecting the consumer's non-waivable rights.
If you buy at a distance a voucher without a specific date or period for the provision of the service and no legal exception applies, you have 14 calendar days from the conclusion of the contract to withdraw from the purchase without giving any reason.
Delivery or download of the PDF does not in itself amount to the provision of the spa, massage or experience service, nor does it automatically remove the right of withdrawal. Nor will a general exclusion apply simply because the voucher is delivered electronically.
Where this right applies, you can exercise it by sending an unequivocal statement to reservas@hotelneptunovalencia.com or by post to Hotel Neptuno Playa Valencia, S.L., Paseo Neptuno, 2, 46011 Valencia. You can use the model form in section 8, although its use is not mandatory.
It is sufficient to send the communication before the period expires. Please include the details that allow the purchase to be identified. You do not need to give a reason or return any physical item to notify withdrawal from an electronic voucher.
The right of withdrawal may not apply to tourist accommodation, food or leisure services contracted for a specific date or period of performance, in the cases provided for in Article 103(l) of Royal Legislative Decree 1/2007. Where this exception applies, you must be informed of it before purchase.
The exception will not apply automatically to all of the hotel's vouchers. Purchasing an open voucher must be distinguished from directly booking a service for a specific date.
If a service subject to withdrawal begins within the 14 days at the consumer's express request, the express request and statement required by the regulations will be obtained. The right may be lost when the service has been fully performed and the legal requirements on consent and information have been met.
If the consumer withdraws after having validly requested that the service begin, before it has been fully performed, they will only have to pay, where legally applicable, the amount proportional to the part actually provided. No deductions not permitted by the regulations will be applied.
Where withdrawal applies, the amounts due will be refunded without undue delay and, in any event, within 14 calendar days from the date the hotel is informed of the decision to withdraw.
The refund will be made using the same payment method used for the purchase, unless the consumer expressly agrees otherwise and this does not incur any costs for them. Acceptance of another voucher will not be imposed in place of a legally required refund.
Once the purchase has been cancelled or the corresponding refund made, the voucher will be cancelled or adjusted as appropriate. The time it takes for the refund to appear in your account may depend on your financial institution, without altering the hotel's legal obligations.
If the hotel is unable to provide the contracted service, it will inform the buyer and, where possible, offer an alternative which the buyer may accept or reject. If no alternative is accepted and the contract is to be terminated, the amount corresponding to the service not provided will be refunded, without prejudice to the consumer's other legal rights.
A change of date or service will not be imposed unilaterally in place of the rights that apply. Lack of availability must be managed in a way that respects the content and conditions of the voucher purchased.
If you do not receive the voucher, its content does not match the purchase, the code does not work or there is a problem with the service, contact the hotel stating the order reference and what happened.
These incidents and the rights arising from a breach are handled separately from withdrawal. The end of the 14-day period does not remove any rights that may apply for a service not provided or provided incorrectly.
Complete and send this form only if you wish to withdraw from the contract and you are entitled to do so:
To: Hotel Neptuno Playa Valencia, S.L., Paseo Neptuno, 2, 46011 Valencia, Spain. Email: reservas@hotelneptunovalencia.com.
I hereby give notice that I withdraw from my contract for the purchase of the following voucher or experience:
Enquiries and complaints can be sent to the contact details given at the beginning of this policy. The hotel will handle requests within the applicable legal time limits. Users may request the official complaint forms.
You can also consult the complaints procedure for tourism services of the Generalitat Valenciana. Any other administrative or judicial channels available to you remain unaffected.
Last updated: 12 November 2026.
