Cancellation and refund policy
Last updated: 2 October 2026
Everything you need to know if you have to cancel or change your booking, or if we have to cancel an experience, in one place. This policy is part of our Terms & conditions; if the two texts ever differ, the Terms & conditions prevail.
In short
- Up to 72 hours before the start: cancel for a 100% refund (minus only the payment processing fee) or change the date free of charge.
- Less than 72 hours before, if you don't show up, or if you arrive after the experience has ended: the booking is non-refundable and the date can't be changed.
- If we cancel, for whatever reason: you get a 100% refund or, if you prefer, a different date.
- Refunds go back to the original payment method within 14 calendar days.
If you cancel
Up to 72 hours before the start of the experience you can cancel your booking for a 100% refund of the price, minus the payment processing fee charged by Stripe, which Stripe does not return to us (usually between 1.5% and 3.25% of the amount plus €0.25, depending on the card).
Less than 72 hours before the start, the booking is no longer refundable. The same applies if you don't show up or arrive after the experience has ended.
Changing the date
Up to 72 hours before the start you can ask to change the date free of charge, subject to availability. Less than 72 hours before, the date can't be changed.
How to cancel or change the date
Email info@pixelatto.com or reply to your booking confirmation, with your name, the experience and the date. The date and time we receive your message is what counts.
How and when you get your refund
- We refund the original payment method.
- We do it within 14 calendar days at most.
- How long it takes to reach your account depends on your bank.
If we cancel
We may cancel an experience:
- if the minimum number of participants is not reached, giving you at least 48 hours' notice; or
- at any time, for reasons beyond our control: bad weather, illness or unforeseen circumstances affecting our team or artists, unavailability of the venue, orders from the authorities or other force majeure events.
In any of these cases you get a 100% refund, however much notice we give. If you prefer, you can choose another date instead of the refund.
We do not cover other expenses you may have incurred (travel, accommodation, etc.), unless the cancellation is due to our wilful misconduct or gross negligence.
Changes to the experience
We may make minor changes that do not alter the essence of the experience, such as replacing an artist with one of similar standing or adjusting the schedule. If a change is significant, we will let you know and you may cancel for a full refund.
Right of withdrawal
As this is a leisure service on a specific date, the 14-day right of withdrawal does not apply (article 103.l of Spanish Royal Legislative Decree 1/2007, General Law for the Protection of Consumers and Users). This cancellation policy applies instead.
Questions?
Email info@pixelatto.com and we'll get back to you as soon as we can.