By contracting services with TravelVip (a registered trademark of A. J. & Barros Lda.), the customer acknowledges and fully accepts all the terms and conditions set forth below.
1. Reservations
- Reservations are only considered valid and accepted when made via email at ola@travelvip.pt or by phone at +351 964 015 446.
- If a reservation is requested by phone and an email confirmation is required, the service will only be guaranteed after the proper reception and confirmation of said email.
2. Payment Terms
- We only accept payments under the specific conditions outlined here: www.travelvip.pt/company/about.
- Customers with approved credit must settle invoices by the due date specified in the “Data de Vencimento” field. Failure to do so will result in a payment alert, and additional administrative or late fees may be charged.
3. Prices and Inclusions
- The agreed price includes VAT at the legal rate, as well as all expenses related to the driver/guide and the vehicle used to complete the transport or program.
- Unless explicitly mentioned otherwise, prices do not include: tourist taxes, personal expenses, an exclusive guide (separate from the driver), meals, drinks, accommodation, entrance tickets for monuments or museums, and gratuities (optional).
- The agreed price may be adjusted in the event of excessive variations in expected costs (such as fuel, accommodation, or meals), unexpected changes to the transport/program, or reasons directly attributable to the client.
- Expenses directly related to customers that are complementary to the transport or program must be paid directly by the customer or will be charged later on the invoice.
4. Luggage
- The customer must inform TravelVip in advance regarding the volume of luggage to be transported to ensure the suited vehicle is assigned.
- If the hired vehicle is insufficient due to undisclosed luggage, additional fees will be charged to upgrade to an appropriate vehicle (such as a premium van or mini-bus).
5. Cancellations
Free cancellations are accepted if the request is submitted at least 48 hours in advance for properly justified, unexpected reasons, or for regular corporate clients.
Otherwise, standard cancellations are subject to the following policy:
- More than 2 weeks in advance: Free of charge.
- 1 to 2 weeks in advance: A charge of 10% of the total program value.
- 24 hours to 1 week in advance: A charge of 25% of the total program value.
- No-Show: A charge of 50% to 100% of the total program value.
6. Claims and Complaints
- To file a claim, the customer should use the contact information provided in the website footer. All complaints receive a direct response and resolution from the Board of Directors.
- An official complaints system is available at: www.travelvip.pt.
7. Alternative Dispute Resolution (Consumer Disputes)
In the event of a dispute, the consumer may seek legal recourse and arbitration through the competent Alternative Dispute Resolution entity:
- CICAP – Centro de Informação de Consumo e Arbitragem do Porto
- Website: www.cicap.pt
8. Refunds
All refund requests submitted by the customer will be analyzed on a case-by-case basis. Refunds will only be granted in situations directly attributable to a service failure by TravelVip.
9. Itineraries and Routes
The routes, schedules, and locations mentioned in our programs may be subject to alteration without prior notice. Changes may occur due to available time, adverse weather conditions, specific customer requests, lack of physical access to sites, or any other unforeseen force majeure factors.
10. Copyright and Intellectual Property
All content, code, text, layouts, and images used on this website are the exclusive property of A. J. & Barros Lda. (TravelVip). Any reproduction, distribution, or commercial use of these materials without explicit written permission is strictly prohibited. All rights reserved.