General Terms & Conditions
1. Tours and Packages
1.1 The various tours and packages presented by Sustainable Travels are copyrighted products tailor-made by the company.
2. Reservations and Payments
2.1. In order to confirm a Reservation of any program customer must deposit 40% of the full quotation, within 5 days of the date of registration, settling the remaining amount 30 days before arrival.
2.2. If the reservation for the trip occurs within 29 days of the planned start date, the Client accepts that the validity of this Agreement shall be subject to the express communication by the Agency that all the service suppliers have confirmed the conditions laid down for their services to be provided for the requested travel and that the cost of travel is to be paid in full at the time of confirmation.
2.3. Sustainable Travels reserves the right to cancel any reservation for which payment has not been effected under the above conditions. There will be a refund of 50% of the Reservation deposit.
2.4. Price changes in tours: The quotation sent to customers expires in 10 days. After this period, prices may suffer alteration due to several changes according to the availability of the hotel partner, transportation partners, tour guides, and other services included in the packages/tours.
2.5. Payments can be processed by SWIFT Bank Transfer.
3. Customer Cancellations, No-Show and Changes
3.1. If you must cancel your reservation, your cancellation fee will be determined according to the following terms:
3.1.1. If said cancellation occurs with more than 45 days’ notice before the start date of the program, a full refund of all payments made by the Client will be available, less an 80€ administrative fee.
3.1.2. If said cancellation occurs at least 30 days before the start date of the program, the Client will lose 50% of the value paid.
3.1.3. If said cancellation occurs in less than 30 days from the start date of the program the Client will lose the full value of the program.
3.2. In case of No-Show, Sustainable Travels will not make any reimbursement concerning the trip of the absent customer.
3.3. There is no refund for arriving late or leaving a trip early, nor is there any refund for meals or services not used during the tour.
3.4. Exceptions to our cancellation policy cannot be made for any reason, including weather, terrorism, civil unrest, or personal emergencies.
3.5. If the service suppliers for the trip in question permit it, whenever a client duly registered for a trip wishes to change their booking to another trip or for the same trip with a different departure date, or other permitted changes, a fee will be charged to cover the costs of making such changes. However, should the change be made within 30 days or less prior to the departure date of the trip on which the Client was booked, or if the service providers do not accept the amendment, fees and charges will be made as provided for under the point 3.1 of the “Customer Cancellations, No-Show and Changes”.
3.6. For each amendment (for example names, dates, type of apartment or room), there will be a service charge of € 10.00.
4. Cancellations and changes of the program by Sustainable Travels
4.1. Sustainable Travels reserves the right to change the order of the itinerary or services provided, like hours of departure, routes, activities or replace any hotel initially planned by others of a similar category, in exceptional cases.
4.2. Sustainable Travels reserves the right to cancel any tour for any reason determined in our sole discretion, including if there are too few participants, or if the quality of the trip or the safety of the customer is compromised. In such a case, customers will be entitled to a total reimbursement of the amounts already deposited.
4.3. In the event of cancellation, Sustainable Travels is not responsible for any loss incurred because of non-refundable or non-transferable air tickets or other unrecoverable travel costs of customers.
5.1. Value Added Tax applicable at the date of travel is included in the price of the service.
6.1. Customers must possess in good order all personal and family documents (Citizen’s Card, authorization for minors, passports, visas, vaccination and other certificates that might be required. A personal ID is not a valid document for crossing the Portuguese border). The Agency declines any responsibility for the refusal of granting visas or permission for the Client to enter the country. In such cases the conditions laid down for the cancellation of the trip will apply, the Client being also responsible for any further costs ensuing from such a situation.
6.2. Customers should always have with them updated personal documentation (passport, permits, visas, updated vaccines, documentation regarding dietary restrictions, medication, etc.).
7.1. The activities provided by Sustainable Travels are, in accordance with current legislation, covered by civil liability insurance Liberty Seguros Policy number 1012059820.
7.2. Liability Insurance contracted guarantees: The minimum amount covered by insurance is 50,000 EUR covering the risks arising from the activity, guaranteed compensation for property damage and personal injuries caused to customers or third parties by actions or omissions of Sustainable Travels or their representatives.
7.2.1. Personal Accident Insurance, contracted guarantees:
184.108.40.206. Death or Permanent Disability by accident: 20 000 EUR
220.127.116.11. Medical expenses and repatriation: 3 500 EUR
7.3. The Client is obliged to have or acquire specific insurance cover for any activity in which he will participate. The insurance should be appropriate for the type, duration and location of activity or destination of the trip. The Client must provide proof of such insurance to the Agency.
7.4. Failure to purchase or obtain adequate insurance cover for the duration, type and location/destination of the activity by the Client automatically exempts Sustainable Travels, and all its partners and service suppliers, from any and all liability for consequential damage and associated costs, which the Client may incur.
8.1. Guarantee of responsibility: In accordance with the legislation in force, the responsibility of the Agency is guaranteed by a civil liability insurance through the Liberty Seguros Insurance Policy number 1012054470 with capital cover up to € 75,000.00. It has also contributed to the Fundo de Garantia de Viagens e Turismo (FGVT – DL 61/2011 of 06 May with the wording amended by DL 199/2012 of 24 August).
8.2 Considered as justifiable causes of exclusion of responsibility of the Agency, amongst others, are speculative, false or fraudulent reservations for journeys made by the Client, cancellation by the Client, failures in the implementation of the agreement attributable to the Client, failures attributable to a third party not connected with the provision of included services which are unforeseeable and unavoidable as well as situations due to force majeure.
8.3. Indemnity: The Client is obliged to indemnify the Agency or its suppliers for all damages arising from any breach of the responsibilities provided for in these general conditions, including, in particular, any fees of lawyers and legal costs.
Any complaint made to Sustainable Travels can only be considered valid if made in writing within 30 days after the end of the tour in compliance to the Portuguese Law. The same complaints will only be considered if they have been reported to service providers (lodgings, hotels, local agents and others.) during the course of the program, with the respective documents relating to the incidents in question. Any complaint delivered outside the time limit or with incomplete documentation will result in denial of responsibility on the part of the Agency.