This FAQ outlines our terms of service for ticket sales and shop-related inquiries. For event-related questions, please visit our dedicated Bear Week FAQ page.
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General | Tickets | Payments | Security | Merchandise | Other
1. General Information
What is this website for?
This website sells tickets for Bear Carnival events held in Gran Canaria. These may include pool parties, cruises, excursions, spa nights, and more. T-shirts and other physical items may also be available.
Important: All events are strictly for adults. No underage persons are allowed to book or attend.
2. Tickets & Events
Why and when should I book my tickets?
Only events with limited capacity require tickets—but many of these sell out quickly, sometimes within hours of release. Pool parties, cruises, excursions, and spa nights are often the first to sell out. Booking as soon as tickets are available is highly recommended.
You can sign up on our website to receive email alerts when ticket sales go live.
How does the ticketing system work?
Once your purchase is confirmed, you’ll receive a QR code by email. Show this code (printed or on your phone at maximum brightness) at the event entrance for scanning. If you lose your email, please access your account, where all your tickets are available for download. Given the necessity, we can also check you in manually, but your entry may be delayed for several minutes.
Can I get tickets for sold-out events?
Yes, there are a few options:
- Join the waitlist on the event page to receive automatic notifications when new tickets become available.
- Check TicketSwap: We recommend TicketSwap as a secure resale platform for popular events. Expect a slight price increase. TicketSwap’s terms and conditions apply.
- Try at the door: Some guests don’t show up, and extra spots may be released a couple of hours after doors open, or at check-in time in the case of a trip. These are sold on a first-come, first-served basis. Just in case, please bring exact change and a backup plan—entry is not guaranteed.
- Explore alternative events: Check our “Overflow Events” page for BBQs, day passes, smaller activities, and partner suggestions.
How can I retrieve my tickets?
Log into to “My Account” to download your tickets. Note: Some events (like excursions) are sold via https://cancanaria.com. For those, contact CanCanaria directly if you lose your ticket.
How can I ensure your emails don’t go to spam?
Please whitelist shop@bearcarnival.com using your email provider’s settings.
Do I need to buy a ticket for events at my accommodation?
If you’re staying at the venue:
- Pool parties: Free for hotel guests—just show your keycard.
- Food events or spa nights: They require separate booking, even for guests.
Other events, like big club nights, may be free or open to all without reservation. Please check the programme.
Can I request special food at events?
Yes—please note dietary needs (e.g., vegan, vegetarian, allergies) in the booking form or email us.
Note: Boat trips have a fixed menu, usually chicken salad or paella. Gluten-allergic guests are advised not to book food events or bring their own food, as we cannot guarantee cross-contamination safety.
3. Payments, Refunds & Resales
Can I get a refund for my ticket?
Refunds may be available in the following cases:
- Force Majeure (e.g., event cancellation, severe weather, or travel bans): Full or partial refunds will be processed within a few days. In the case of resold tickets, you will need to contact the seller, as he will be refunded and will have the responsibility of sending your money back.
- Personal Reasons (e.g., illness, error, change of plans): These cases are not normally covered. If you need to protect yourself against these situations, please contract an inexpensive travel insurance policy. Anyway, we may approve a refund if the request is made well in advance and before the event sells out. Please send us your order number and details for consideration if this is your case.
Admin fees: Refunds incur a 6.5% fee (min. €3 per ticket) to cover PayPal and processing costs.
Can I resell or buy resold tickets?
Yes. Tickets are transferable as long as the QR code is valid. You have two options:
1. TicketSwap (Recommended)
- Bear Carnival is verified on https://ticketswap.com.
- We provide guidance but are not legally responsible for resales.
- If issues arise (e.g., event cancellation), TicketSwap handles buyer-seller mediation and support.
2. Private Sales (at your own risk)
- You can resell tickets via our Telegram and Facebook groups.
- We recommend using PayPal for extra protection.
- Bear Carnival cannot be held responsible, but we’ll assist if any dispute arises.
4. Security and Deliverability
What if I didn’t receive my ticket or email?
Log into your account and download your tickets under “My Tickets”.
Are online payments secure?
Yes. Our site uses SSL encryption. Payments are processed securely via PayPal, the World’s largest secure payment gateway. this means we are subject to Paypal intermediation and regular audits.
What will appear on my bank statement?
Transactions will appear as “PAYPAL *BCARNIVAL”, balancing discretion and recognition.
5. Merchandise
How do I collect pre-booked T-shirts or other items?
Items can be picked up at our Meet & Greet event or at the reception of most pool parties. Visit the product page for more details and consult our Maps section for directions.
6. Accommodation Events (e.g., Bear Tantra Retreat)
If your booking includes accommodation, please read the following terms carefully:
- Personal hygiene is essential (daily showers required before using shared spaces).
- Health disclosures: Allergies, conditions, disabilities, or CPAP use must be declared in advance.
- Snoring/CPAP: You may be asked to book private or known-shared rooms. In rare cases, bookings may be canceled if room sharing is not possible.
- Drugs and excessive alcohol: Strictly prohibited.
Failure to meet these conditions may result in immediate removal without refund.
7. Still Have Questions?
Contact us via our contact form or email: shop@bearcarnival.com