Last updated: August 10, 2026
This Cancellation Policy and Terms of Service establish the conditions applicable to bookings, amendments, cancellations and the provision of private transportation, transfers, day tours and other services provided by THE Travel & Tours.
By making a booking, the client acknowledges that they have read and accepted these terms, without prejudice to any rights granted to them under applicable law.
A booking is considered confirmed once it has been accepted by THE Travel & Tours and, where applicable, once full or partial payment for the service has been received, in accordance with the previously agreed conditions.
The commercial conditions, prices and services applicable to the booking shall be those agreed upon at the time of contracting the service.
For bookings made through travel agencies, tour operators, companies or other commercial partners, the commercial conditions agreed between the parties shall also apply.
The following conditions apply to private transfers and day tours:
Cancellations made more than 48 hours before the scheduled service start time: 100% refund of the amount paid.
Cancellations made between 24 and 48 hours before the scheduled service start time: 50% refund of the amount paid.
Cancellations made less than 24 hours before the scheduled service start time: no refund.
Failure by the client to appear at the agreed location and time, without prior contact with THE Travel & Tours, will be considered a no-show and will not be eligible for a refund.
Where a booking includes tickets, admission fees, meals, accommodation or other services purchased from third parties that are non-refundable, such costs may be deducted from the refundable amount or may be non-refundable, regardless of the cancellation conditions applicable to the remaining service.
Requests to change the date, time, pick-up location, destination, itinerary, number of passengers or vehicle category are subject to the operational availability of THE Travel & Tours.
Whenever an amendment results in additional costs, these will be communicated to the client before the amendment is confirmed.
For bookings made through travel agencies, tour operators or other commercial partners, the commercial conditions agreed for that service shall apply.
Depending on the nature of the change and how close it is to the scheduled service date, an amendment may be treated as a cancellation and a new booking.
5.1. Services originating at airports, cruise ports or railway stations
For services with pick-up at an airport, cruise port, railway station or other transportation terminal, up to 90 minutes of waiting time are included, calculated from the actual arrival time of the aircraft, vessel, train or other means of transportation.
Whenever technically possible, THE Travel & Tours will monitor the available arrival information, including any delays.
If the client contacts THE Travel & Tours and it is possible to continue providing the service after the included waiting period, additional waiting time will be charged according to the applicable rate for the contracted service and the commercial conditions applicable to the booking.
These conditions also apply when the service has been booked through a travel agency, tour operator or other commercial partner. The applicable rate or commercial condition for that booking shall be used.
5.2. Other services
For all other services, the driver will wait for up to 15 minutes after the scheduled pick-up time, unless a different waiting period has been agreed.
If the client contacts THE Travel & Tours and it is possible to continue providing the service after the included waiting period, additional waiting time will be charged according to the applicable rate for the contracted service and the commercial conditions applicable to the booking.
If the client cannot be contacted after the applicable waiting period, the service may be considered a no-show and no refund will be due.
For services associated with the arrival of aircraft, vessels, trains or other means of transportation, THE Travel & Tours will endeavor to monitor any changes to the expected arrival time.
The included waiting period will be calculated from the actual arrival time of the relevant means of transportation.
Where a delay exceeds the included waiting period, THE Travel & Tours will, whenever operational availability allows, endeavor to continue providing the service.
Additional waiting charges may apply in accordance with the rates and commercial conditions applicable to the booking.
THE Travel & Tours will make every reasonable effort to provide services in accordance with the confirmed booking.
However, in exceptional circumstances, including but not limited to mechanical breakdowns, accidents, adverse weather conditions, restrictions or instructions issued by competent authorities, road closures, major force or other events beyond the company’s reasonable control, it may be necessary to amend, postpone or cancel a service.
Whenever possible, THE Travel & Tours will endeavor to provide an equivalent vehicle or service at no additional cost to the client, or agree on an alternative date or time for the service.
Where the service cannot be provided and no acceptable alternative solution can be found, amounts paid for the unprovided service will be refunded in accordance with applicable law.
Unless otherwise required by mandatory law, THE Travel &Tours shall not be liable for indirect losses, loss of profits, loss of opportunities, related bookings or additional expenses resulting from amendments or cancellations caused by circumstances beyond its control.
All passengers must behave appropriately, respectfully and in a manner compatible with the safety, comfort and normal operation of the service.
Passengers must comply with the driver’s instructions regarding safety and the use of the vehicle.
THE Travel & Tours reserves the right to refuse boarding or discontinue the service, without refund, whenever the behavior of one or more passengers endangers the safety of persons, the vehicle or third parties, or prevents the safe and proper continuation of the service.
Smoking is prohibited inside all vehicles, according to the law Lei n.º 37/2007, de 14 de agosto | DR.
The possession or consumption of illegal substances, as well as any conduct contrary to applicable law, is also prohibited.
The consumption of water and milk intended for feeding children is permitted inside the vehicles.
The consumption of any other food or beverage must be authorized in advance by the driver.
THE Travel & Tours may refuse such authorization whenever it considers that there is a risk of spills, dirt, damage to the vehicle, persistent odors or any other situation that may affect passenger safety, comfort or the condition of the vehicle.
The consumption of alcoholic beverages inside the vehicles is subject to prior authorization and may be refused by the driver.
The client is responsible for any damage caused to the vehicle or its equipment by themselves or by any other passenger included in their booking.
Where damage, stains, spills, vomiting, excessive soiling or any other situation occurs that requires cleaning or repairs beyond the vehicle’s normal maintenance, the client may be held responsible for the costs necessary to restore the vehicle to an appropriate condition.
Where applicable, the costs of repairs, extraordinary cleaning, replacement of equipment, vehicle downtime and other demonstrable losses resulting from the damage may also be charged.
THE Travel & Tours reserves the right to request payment from the client for all costs actually incurred and duly evidenced.
The transportation of luggage is subject to the capacity of the vehicle booked.
The client must provide accurate information regarding the number of passengers and the quantity and type of luggage at the time of booking.
Where the quantity or size of the luggage is incompatible with the vehicle originally booked, THE Travel & Tours may change the booking to a suitable vehicle category, and the corresponding additional costs may apply.
THE Travel & Tours shall not be responsible for personal belongings left or forgotten inside the vehicles, without prejudice to any applicable legal obligations.
The client is responsible for providing accurate information regarding the date, time and pick-up location.
The client must be available at the agreed pick-up location at the scheduled time.
Any change to the originally agreed pick-up location or time must be communicated to THE Travel & Tours as soon as possible and is subject to operational availability.
THE Travel & Tours undertakes to provide the contracted services with due care, safety and professionalism.
The company shall not be held responsible for delays, amendments or inability to provide a service resulting from circumstances beyond its reasonable control, including but not limited to accidents, exceptional traffic congestion, weather conditions, strikes, demonstrations, traffic restrictions, decisions by authorities, road closures or other force majeure events.
Nothing in these terms is intended to limit or exclude any rights or liabilities that cannot legally be limited or excluded.
THE Travel & Tours prioritises the amicable resolution of any questions, concerns or complaints relating to its services.
Clients may contact THE Travel & Tours directly at info@thetour.pt, providing details of the situation and, whenever possible, the booking reference and any relevant information required for its assessment.
Submitting a complaint through the Official Complaints Book does not affect the client’s right to use any other legally available means of complaint or redress.
THE Travel & Tours provides an Official Complaints Book in both electronic and physical formats, in accordance with applicable legislation.
The Electronic Complaints Book is available through the THE Travel & Tours website.
The physical Complaints Book is available at the company’s registered premises and may be provided to the client in person upon request, in accordance with applicable legal requirements.
The use of the Official Complaints Book is a consumer right and does not prevent the client from contacting THE Travel & Tours directly in an attempt to resolve the matter.
Without prejudice to the right to refer a matter to the competent courts, consumers may, where applicable, make use of the competent Alternative Dispute Resolution (ADR) entities in accordance with applicable legislation.
Information regarding the competent ADR entity or entities will be provided by THE Travel & Tours as legally required.
For information requests, bookings, amendments, cancellations, complaints or any other matters relating to the services provided, THE Travel & Tours may be contacted at:
info@thetour.pt
By making a booking or contracting a service with THE Travel & Tours, the client acknowledges that they have had access to these Cancellation Policy and Terms of Service and accepts the conditions set out herein, without prejudice to any rights granted to them under applicable law.
THE Travel & Tours may update these terms whenever necessary. The version in force on the date the service is contracted shall apply, unless otherwise required by law.
THE Travel & Tours
info@thetour.pt
