TERMS AND CONDITIONS
Welcome to Oporto & Douro Moments.
To ensure the highest quality of service and a seamless experience for our guests, please review our operational policies below.
1. General Information & Recommendations
Availability: Our tours operate daily throughout the year, except on December 25th and January 1st.
Booking Lead Time: We recommend booking as early as possible to guarantee availability. We commit to responding to all inquiries within 24 hours.
Safety & Comfort: For your enjoyment, we recommend comfortable footwear, climate-appropriate clothing, and sunscreen.
Insurance: In full compliance with Portuguese law, all our tours include mandatory personal accident and liability insurance (RNAAT 81/2013).
2. Flexibility & Itinerary Adjustments
Oporto & Douro Moments specialises in bespoke experiences. To maintain the excellence of our tours, we reserve the right to adjust itineraries or events due to:
- Unforeseeable weather conditions.
- Seasonal hours of operation, local holidays, or peak harvest constraints.
- Sudden availability changes at partner estates or venues.
- Note: Any adjustments will always prioritise the quality of your experience.
3. Booking & Cancellation Policy
We understand that travel plans can change. Our cancellation policy is designed to be fair while respecting our commitments to local partners:
Family Policy: Children under 5 years old join us free of charge. Children aged 6 to 11 receive a 50% discount.
Full Refund: Cancellations made up to 8 days before the tour date are eligible for a 100% refund.
Partial Refund: Cancellations made between 8 days and 48 hours before the tour date are eligible for a 50% refund.
Late Cancellations: No refunds will be issued for cancellations made less than 48 hours before the tour, as all reservations with our partners will have been finalised. However, we are happy to reschedule your tour to a later date, subject to availability.
4. Dispute Resolution
In the unlikely event of a dispute, Oporto & Douro Moments is committed to a fair and transparent resolution. Pursuant to Portuguese law (Law No. 144/2015), consumers may appeal to the following Alternative Dispute Resolution (ADR) entity:
Centro de Informação de Consumo e Arbitragem do Porto (CICAP)
Address: Rua Damião de Góis, 31, Loja 6, 4050-225 Porto
Website: www.cicap.pt
