Yes — cancellation is possible, but procedures and consequences depend on who sold the service: whether you booked directly through Energylandia or through a travel agency / corporate organizer (transport, escort, VIP package).
In practice we encounter three typical situations: 1) tickets purchased directly in Energylandia’s system (e‑tickets), 2) a group reservation agreed with the park’s groups & corporate department, 3) a trip sold by an intermediary (travel agency, event company) as a full package. Each option has different cancellation terms.
Individual tickets bought online are usually sent to your e‑mail and are valid according to the park’s opening calendar; single-entry tickets typically don’t require an additional reservation.
Group bookings (including school, corporate, VIP) usually need to be arranged with the park’s groups department — contact is most often by e‑mail to a dedicated groups address.
Intermediaries and travel agencies often require a deposit at booking and have their own payment and cancellation rules (for example: deposit requirement, final payment deadlines, automatic cancellation if a payment is not received).
Some offers sold by external distributors include a “free cancellation” option — this depends on the specific offer’s terms and the seller.
1) Check your booking documents: contract, terms of sale, confirmation e‑mail and reservation number. Pay attention to dates (payment deadlines), deposit amounts and any clause about minimum number of participants.
2) Determine who is the contracting party: Energylandia (if tickets or a group booking were made directly) or the travel agency/organizer (if you bought a package with transport and service). Cancellation requests are usually submitted to the party you contracted with.
3) Contact them immediately — preferably by e‑mail and phone. In your e‑mail include the reservation number, trip date, list of participants (if applicable), invoice/receipt number and reason for cancellation. Ask for written confirmation of receipt and information about any fees or a voucher.
4) If the booking was made through an intermediary: check the payment schedule. Many companies ask for a deposit at booking (a common practice) and full payment when the trip date approaches (for example, 30 days before). Cancelling after the final payment deadline usually incurs costs.
5) If you want to avoid full charges, ask about alternatives: changing the date, swapping participant names, issuing a voucher for future use or transferring the reservation to another group.
6) Keep all confirmations, e‑mails and bank statements — these are essential evidence in case of dispute or complaint.
The park has separate regulations: the general park rules and the e‑ticket sales terms. E‑tickets are sent to the e‑mail given at order and are valid according to the park’s opening calendar.
For individual tickets bought online, cancellation and refunds depend on the ticket’s sales terms — many e‑tickets are treated as provided services, so refunds may be restricted or unavailable, especially close to the planned date.
Group reservations should be made through the park’s dedicated contact channel — in that case individual conditions agreed between the group organizer and the park apply (for example minimum participant numbers, confirmation deadlines).
In that case the agency/organizer is your contractor — you should address the cancellation request to them. Agencies usually have terms that describe the rules of withdrawing from the contract and the amount of deductions (deposit, fees for services already prepared, transport costs, etc.).
In practice: many companies require a deposit at booking (e.g. a symbolic amount or a set percentage) and as the trip date approaches full payment becomes due — cancelling after that point may result in no refund.
Ask the agency for a detailed cost breakdown — a good practice is to obtain information which elements are refundable and which are not (for example: paid entry tickets, cancellation fees for a hired coach).
Deposits are a common practice among organizers: they secure the reservation. Their amount and timing are described in the contract. For example: common practices include a deposit of, say, PLN 100 per person, and if the trip date is close (for example less than 30 days) full payment is required.
If the final payment deadline has passed, cancellation usually entails deduction of the full amount or part of it. If you cancel early (before the agreed threshold), you can often expect a refund of the deposit or part of it.
That’s why it’s crucial to know the dates: booking date, deposit payment deadline, final payment deadline and any free‑cancellation cutoff — these details should appear in your booking confirmation or contract.
Subject: Request to cancel reservation no. [RESERVATION NUMBER] — [TRIP DATE]
Message: Hello, please cancel reservation no. [RESERVATION NUMBER] made on [BOOKING DATE] scheduled for [TRIP DATE]. The reservation concerns [number of people / VIP package / details]. Reason: [e.g. sudden schedule change, cancelled business trip]. Please confirm receipt of this cancellation and inform me about any deduction fees and the expected refund timeline (if applicable). Refund details: [company/person name, bank account number, tax ID if invoice issued]. Thank you for a prompt reply. Best regards, [Name, position, phone number]
Note: When you send the e‑mail, ask for an explicit reply (e‑mail confirmation). This is important as evidence.
Ask for a detailed calculation of costs — the organizer should indicate what the deductions are for (tickets, services already provided, administrative costs).
Check the contract and terms: if the service was sold as a travel product (a package including at least two elements), consumer protection rules may apply. In complex cases, consider asking the consumer ombudsman or a lawyer for help.
If you paid by card — filing a dispute with the card operator (chargeback) is a last resort and only applies in certain situations; try amicable resolution first.
If you have travel or cancellation insurance — check the policy terms. Insurance often covers sudden cancellations for medical reasons, unforeseen events or other cases specified in the insurance conditions.
- Book as early as possible and watch payment deadlines — this lowers the risk of having to forfeit money.
- Negotiate a clause allowing date or participant changes without penalties in the contract — this is a standard and useful clause when organizing corporate events.
- Ask for a voucher instead of a cash refund — sometimes that’s the easiest solution for both sides, especially if you plan future events.
- If cancelling due to illness of an important person or sudden circumstances, attach supporting documents (e.g. a medical certificate) — this can help secure a refund or settlement with the intermediary.
- Be flexible in communication and seek alternative solutions (date change, transferring places to another person) — companies often prefer such solutions over losing the entire revenue.
1) Reservation number and order date.
2) Copy of confirmation / contract and terms of sale (rules).
3) Proof of deposit or full payment (bank transfer / payment confirmation).
4) Refund details: company/person name, account number, tax ID (if an invoice was issued).
5) Short reason for cancellation and any attachments (e.g. medical certificate).
6) Request for written confirmation of cancellation and information about the amount of any deductions and the refund date.
Will I always get my money back for Energylandia tickets? Not always — it depends on the ticket type (individual/e‑ticket vs group reservation) and the sales terms. Always check the terms at purchase.
Can I change the trip date instead of cancelling? Often yes — ask the park or organizer about moving the reservation to another date or issuing a voucher.
Who replies faster to a complaint — Energylandia or the intermediary? It depends on who issued the service. If you bought a package from an intermediary, start with them; they will settle with the park.
Do VIP corporate events have special cancellation rules? Usually yes — VIP offers and added services (lounges, catering, luxury transport) typically come with detailed payment and refund rules, so negotiate these terms when signing the contract.
When planning a trip for VIPs and business guests, treat cancellation terms as a negotiation point when signing the contract — it’s better to secure flexibility than regret later.
For large groups or high‑value packages — document every conversation and every payment. Send e‑mails, demand confirmations, and note names of the people you speak with.
If you need help contacting the park or an intermediary — I’m happy to assist: zwiedzaniekrakowa.com acts as an information and support point for those organizing stays in Krakow and the surrounding area (contact details on the site).
Good luck with the organization — even if you must cancel, with good preparation it can be done as smoothly as possible.
