We understand that plans can change. Below are our policies regarding cancellations, rescheduling, payments, and changes to bookings.

1. Payment Policy

  1. Full Payment Required: Full payment is required at the time of booking to confirm your tour. We do not accept partial payments or deposits, and all bookings must be fully paid in advance.
  2. Payment Methods: Payments must be made through our approved payment channels. We do not accept cash payments on the day of the tour.
  3. Payment Security: We use secure payment gateways to ensure that your payment information is protected. Please note that all payment details provided are subject to verification and security checks.

2. Tour Cancellations

  1. Porto Tours: For cancellations made more than 2 days prior to the scheduled tour date, a full refund will be provided.
  2. Douro Valley Tours: For cancellations made more than 5 days prior to the scheduled tour date, a full refund will be provided.

Please note: Cancellations made within these periods will not be eligible for a refund.

3. Rescheduling Tours

  1. Advance Rescheduling: Changes made more than 30 days before the original booking date will incur no additional charges. The new date must be within 12 months of the original booking and is subject to availability of Portoalities Unipessoal Lda and its third-party providers.

4. Weather-Related Cancellations

Our tours operate in all weather conditions, except when a red warning (“aviso vermelho”) is issued by the IPMA (Portuguese Weather Institute). In such cases, we reserve the right to alter or amend the itinerary to ensure the safety and enjoyment of our clients. Should we be forced to cancel a tour due to severe weather, a full refund or an alternative date will be offered.

5. Partial Refunds Due to a Change in the Number of Participants

Porto Tours:

  1. If the number of participants in your Porto tour decreases, we will provide a partial refund corresponding to the number of participants who are no longer attending. Please notify us as soon as possible if there are changes in the number of participants.

Douro Valley Tours and Transfers:

  1. For Douro Valley tours and transfers, a reduced number of participants does not result in a partial refund. The total price was calculated based on the initial number of participants, and this cost remains fixed regardless of any reductions in group size. The pricing structure for these services accounts for various fixed costs that do not decrease with fewer participants.

Please note that any changes to the number of participants must be communicated to us in advance to ensure the proper adjustment of our resources, where applicable.

6. Last-Minute Changes

We strive to accommodate last-minute changes to your booking, including schedule adjustments. However, such changes are subject to resource availability and cannot be guaranteed.

Important: Changes requested within 72 hours of the scheduled service start time do not entitle the customer to a refund, partial or otherwise, even if the service duration is reduced or altered. The full amount of the original booking remains payable, as resources (staff, vehicles, etc.) have already been allocated based on the initial schedule.

For any last-minute change requests, please contact our management team at sara.riobom@portoalities.com. Each situation will be assessed on a case-by-case basis.

7. No-Show Policy

If a client fails to appear at the agreed-upon time and location for the scheduled tour ("no-show"), the following conditions will apply:

  1. No Refund: No refunds or credits will be provided for no-shows. The full amount of the booking remains payable, as our resources (staff, vehicles, etc.) have been allocated and reserved for your tour.
  2. Late Arrivals: If you are running late, please contact us as soon as possible. While we will do our best to accommodate late arrivals, we cannot guarantee that the full tour experience will be possible. No refunds or partial refunds will be given for missed portions of the tour due to late arrival.

8. Third-Party Providers

Our tours may include services provided by third-party companies (such as transportation, wineries, restaurants, or other attractions). While we strive to work with reliable partners, we are not responsible for cancellations, changes, or disruptions caused by these third-party providers. In such cases, their individual cancellation and refund policies will apply, and we will work with you to find the best possible alternative solution.

9. Force Majeure

Portoalities Unipessoal Lda shall not be liable for any failure to perform, or delay in performing, any of its obligations under this agreement if such failure or delay is caused by events beyond its reasonable control, including but not limited to acts of God, natural disasters, war, civil unrest, strikes, government regulations, pandemics, public health emergencies, or any other unforeseeable circumstances that prevent the execution of the tour as planned.

In the event that a tour is canceled or significantly altered due to a force majeure event, Portoalities Unipessoal Lda will offer one of the following options:

  1. Rescheduling: Clients may reschedule the tour to a later date, subject to availability, within 12 months of the original booking date.
  2. Credit: A credit for the full amount paid will be issued, which can be applied to any future booking with Portoalities Unipessoal Lda within 12 months.
  3. Refund: If rescheduling or credit is not possible, a refund will be issued, minus any non-recoverable costs already incurred by Portoalities Unipessoal Lda in preparation for the tour.
FECHAR