1. Company Identification
This activity is carried out by MICAEL & JACINTA DOS SANTOS, LDA., headquartered at Rua António Manuel Saraiva, nº 15 A, 5085-037 Pinhão, Portugal, with VAT number 515899003, operating commercially under the name "Douro Tours".
The company is registered with Turismo de Portugal under licenses RNAAT (National Registry of Tourist Animation Agents) No. 428/2020 and RNAVT (National Registry of Travel and Tourism Agencies) No. 10468.
2. Types of Services and Operator Identification
1 - MICAEL E JACINTA DOS SANTOS, LDA / Douro Tours operates in two distinct ways:
a) As an Organizer: Develops and promotes its own experiences, acting as the organizing entity. For the execution of these experiences, Douro Tours coordinates services provided by selected local partners (e.g., boat operators, restaurants, wine estates).
b) As an Intermediary Agent: Acts as a sales agent for tours and experiences that are fully designed, organized, and operated by partner companies ("Operators"). In these cases, Douro Tours functions as an intermediary in the booking process between the client and the operator.
2 - In either modality, the identity of the company that effectively operates the experience (the "Operator") will always be indicated in the product description and/or on the final voucher/ticket delivered to the client after booking. The specific terms and conditions of the final Operator may apply, and the primary responsibility for the execution and quality of the service lies with that Operator.
3. Bookings and Payments
1 - Bookings can be made through the website douro.tours, on partner platforms (e.g., Viator, GetYourGuide), or at physical points of sale.
2 - Bookings are only considered confirmed after the full payment of the total price of the tour or experience. Full payment is required at the time of booking.
3 - All bookings are subject to confirmation and availability.
4 - Boarding Voucher
a) After payment, a voucher will be sent by email for the client to print (mandatory) and present to the assistant on the day of the tour or experience.
b) Presenting the voucher to the assistant serves as proof that the tour or experience was provided.
c) If the client is unable to print the voucher, they must send it via email to reservas@douro.tours, or via WhatsApp to the mobile number provided by the assistant at the start of the tour or experience.
5 - Gift Voucher Policy
a) Our Gift Vouchers are issued and sent to the requesting client after full payment, indicating their respective validity period. When the voucher recipient wishes to use it, they simply need to contact us and provide the voucher number to book the desired tour or experience for the intended date. We advise the voucher recipient to make their reservation in advance to ensure availability.
b) Gift Vouchers automatically expire upon reaching the validity date indicated on them, and are not subject to any reactivation or refund.
6 - Promotional Campaigns
a) A MICAEL E JACINTA DOS SANTOS, LDA reserves the right to carry out promotional campaigns for certain products at various times of the year, without prior notice. Clients can access these spontaneous campaigns through the website, and/or our social media, and/or our Blog, and/or our newsletters. All established campaigns have a stipulated duration. Once the defined period ends, the campaign will automatically become inactive.
4. Changes and Cancellations
1 - Applicable Policy: The specific cancellation policy for each tour or experience is the one described on the product page and presented to the client during the booking process (e.g., in the booking widget). This contractual policy prevails over the general terms described herein.
2 - Standard Policy: Unless otherwise indicated at the time of booking, our standard policy applies:
a) Free Cancellation Cancellation by the client is free of charge if requested up to 24 hours before the scheduled date and time of the tour or experience.
b) Cancellation Less Than 24 Hours and No-Show: For cancellations by the client requested less than 24 hours before the start of the tour or experience, or in the event of a no-show, there will be no refund, and the booking amount will be retained in full.
c) Delay: The client must arrive at least 30 minutes before the scheduled time for the tour or experience. If the client arrives after the scheduled time, this will be considered a no-show, with no refund, and the booking amount will be retained in its entirety.
3 - Method of Communication: Client requests for alteration or cancellation must be communicated in writing, namely:
a) For bookings made directly through the douro.tours website or our points of sale, the request must be sent to the email: reservas@douro.tours.
b) For bookings made on partner platforms, requests must be sent and managed directly on the respective platform, according to its own rules, provided the deadlines set out in Point 2, paragraphs a) and b) of this clause are met.
4 - Customised Products: Private, customised, or group products may have specific cancellation policies, which will be communicated and agreed upon at the time of booking.
5 - Cancellation by the Organiser/Operator
a) MICAEL E JACINTA DOS SANTOS, LDA/Douro Tours may alter the program itineraries, substitute vessels or scheduled means of transport, whenever unforeseen situations beyond its control occur, failures in services contracted to third parties, or when the minimum safety conditions are not met.
b) In case of cancellation due to not reaching the minimum number of participants or for other operational reasons, the client will be offered a rescheduling alternative, and if this is not possible, a full refund of the amount paid, with no payment of any compensation.
6 - Force Majeure: Neither party shall be liable for charges or compensation resulting from force majeure situations (extreme environmental conditions preventing the safe realisation of the activity, natural disasters, strikes, pandemics, etc.). In these cases, rescheduling will be carried out, or if this is impossible, a full refund.
5. Participation of Minors
Certain activities, especially those that include wine tastings or other selected beverages, are not recommended for minors. Minors may participate but are legally prohibited from consuming alcoholic beverages.
6. Client Rights and Duties
1 - Punctuality: The client must appear at the location 15 minutes before the time indicated at the time of booking. Delays by the client may imply the loss of the right to participate in the tour or experience, with no refund, in accordance with clause 4, no. 2, paragraph c).
2 - Conduct: The client undertakes to adopt civic and respectful behaviour. MICAEL E JACINTA DOS SANTOS LDA and its partners reserve the right to refuse or terminate the participation of any client whose behaviour is deemed dangerous, disrespectful, or inappropriate, without the client being entitled to a refund or compensation.
3 - Health and Other Information: The client is responsible for informing MICAEL E JACINTA DOS SANTOS, LDA/Douro Tours, at the time of booking, of any dietary restrictions, allergies, reduced mobility conditions, or other relevant health conditions that may affect their participation.
4 - Compliance with Instructions: The client must follow the instructions of the guides and staff of MICAEL E JACINTA DOS SANTOS LDA and its partners, especially concerning safety regulations.
7. Complaints
Only complaints made by participants during the tour or experience to the assistants, or by telephone contact to our offices, and submitted in writing up to the 5th day after the date of service provision, will be considered. All complaints will be analysed and duly answered.
MICAEL E JACINTA DOS SANTOS, LDA/Douro Tours provides a Complaint Book in physical format at its establishments and in electronic format. Online complaints can be submitted on the official platform at www.livroreclamacoes.pt.
In compliance with Law no. 144/2015, the arbitration commission of Turismo de Portugal should be contacted for the resolution of consumer disputes: www.turismodeportugal.pt.
8. Companion Animals
The entry of companion animals is not permitted in the vessels, vehicles, and places to be visited. Only guide dogs are authorised and must be subject to specific coordination at the time of booking.
9. Medical Assistance
Our boats do not have doctors or other health professionals. Any medical emergency will be treated at the nearest local medical facilities. As this is a service external to the company, MICAEL E JACINTA DOS SANTOS, LDA is not responsible for the quality of the assistance provided.
10. Insurance and Liabilities
MICAEL E JACINTA DOS SANTOS, LDA holds the compulsory civil liability and personal accident insurance required by current Portuguese legislation for the activity.
11. Taxes and Fees
The price of the services includes the applicable government taxes and fees.
12. Personal Data Processing
MICAEL E JACINTA DOS SANTOS, LDA collects and processes the personal data necessary for the provision of the contracted services. Depending on the experience, specific data may be requested in addition to name, email, and phone contact (e.g., dietary restrictions, weight for certain activities, etc.). This data is used for the following purposes: a) Processing and management of the booking and payment; b) Communication with the client about the service; c) Sharing essential information with the Operator and other local partners involved in the execution of the experience (such as estates, restaurants, or boat operators) to ensure the correct provision of the service. Processing is carried out in compliance with the General Data Protection Regulation (GDPR). For information provided on how your data is processed and how to exercise your rights, please consult our complete Privacy Policy.
13. Image Rights
The client acknowledges that photographs and videos may be taken during the activities for use in MICAEL E JACINTA DOS SANTOS, LDA/Douro Tours' promotional and marketing materials (website, social media). If the client does not wish for their image to be used, they must expressly inform the guide at the start of the tour or experience.
14. Competent Jurisdiction
Any dispute deemed relevant and serious will be decided by the Court of the District of Vila Real, with the express exclusion of any other.
15. Language and Precedence
These Terms and Conditions are provided in various languages for the convenience of our clients.
The original and legally binding version is written in Portuguese. In the event of any divergence or conflict of interpretation between the translated versions, the Portuguese version shall prevail.