Booking and Cancellation Policy

BOOKING POLICY

Organization of experiences/products is the responsibility of MAPEOTOUR, travel agency & online booking platform, RNAVT 8377, NIF 245575286, the booking policy being complemented by description of each experience/product in which GUEST subscribes.

GUEST acknowledges and accepts the booking policy set out below when booking an experience/product with MAPEOTOUR, travel agency & online booking platform, RNAVT 8377, NIF 245575286.

1 – RESPONSABILITY

MAPEOTOUR’s liability is guaranteed by the Portuguese Travel and Tourism Guarantee Fund, and by civil liability insurance from the AGEAS insurance company, in accordance with current legislation.

2 – REGISTRATION

After selecting the desired experience/product, you must complete the booking form completely. Our experiences/products are always booked in advance, giving everyone the time they need to book their flights (when necessary), guaranteeing the best price.

3 – BOOKING

Each booking is only confirmed after payment of the deposit or the full booking amount (non-refundable amount – exception, see item 7), within a maximum period of 24 hours. Otherwise, your reservation will be cancelled and you will have to register again. If payment is made by bank transfer, you must send it to MAPEOTOUR’s email – info@mapeotour.com – proof of bank transfer, with personal identification and booking number.

4 – EXPERIENCE EXPIRED / PRODUCT OUT OF STOCK

If experience expired or product is out of stock, MAPEOTOUR will notify you before making the payment on an alternative date, previously defined. If new dates coincide with your availability, you will be able to make a booking as mentioned in point 3.

5 – PAYMENTS

Payments must be made in accordance with each experience/product’s policy, with appropriate proof, as mentioned in item 3. MAPEOTOUR cancels booking for which payment has not been made within the stipulated period.

6 – CHANGE OF EXPERIENCE/PRODUCT OR DATES

GUEST will not be able to change experience/product or its dates without previously notifying MAPEOTOUR. If possible, the change will be made by MAPEOTOUR, subject to the expenses and charges set out in item 9.

7 – MINIMUM OF GUESTS

Each experience/product has a minimum number of GUESTS and if it is not reached, MAPEOTOUR will have to cancel it. Without the minimum number, no payment is made to MAPEOTOUR. Communication of cancellation or scheduling of new dates will be made depending on the deadline stipulated in the experience/product in writing. If it is not possible to travel on the new dates, you will be refunded all amounts paid, and MAPEOTOUR will be exempt from any liability for cancellation.

8 – MINIMUM AGE

The minimum age for MAPEOTOUR travel is stated on each product. For registrations of minors, it will be agreed in advance between MAPEOTOUR and the legal guardians, in accordance with applicable current legislation. Except for experiences/products where there are different requirements or where it is agreed between both parties in writing.

9 – CANCELLATION / REFUND / EXCHANGE OF BOOKING

Consult part of the page with their policies.

10 – NON-COMPLIANCE WITH THE EXPECTED EXPERIENCE/PRODUCT

If MAPEOTOUR has to fail to perform any of there experience/product services before your departure due to unattributable facts (political instability, conflicts, natural disasters, wars, fires, epidemics, pandemics, health risks, terrorism, closure of airports or ports, or other elements beyond MAPEOTOUR’s control), you have the right to cancel and be refunded for the amounts already paid or accept new dates, with possible changes to the final price of this experience/product. You can still change experiences/products and if the price is lower or higher, you will be refunded or you will have to pay the difference.

11 – CHANGES

MAPEOTOUR may change the order of the routes, modify and/or replace accommodations, activities, schedules, transport, guides or leaders provided for others of the same category and quality. If there are unforeseen circumstances, as mentioned in point 10, you have the right to cancel or request a refund of the difference for services already paid.

12 – PRICES

Prices are based on service costs and exchange rates in effect on the date of the schedule, and may be subject to changes resulting from variations in the cost of transportation, fuel, taxes, fees and exchange rate fluctuations. If there are price increases, you will be immediately informed and invited within the period defined by MAPEOTOUR, to accept the increase, never exceeding 8% of the total value of the product, as provided for in paragraphs 2 to 6 of article 24 of Decree-Law no. 17/2018. All MAPEOTOUR prices include Value Added Tax at the current rate.

13 – COLLABORATIONS

MAPEOTOUR is a travel agency & online booking platform that produces experiences & products related to the world of tourism, where services are provided in partnership with land, air and sea transport companies, accommodation units, activities, monuments, etc., subject to the terms, conditions and limits imposed by each of them. You must bear in mind that some of these conditions exclude and/or limit liability in the event of death, bodily injury, delay and loss or damage to baggage, and MAPEOTOUR or its collaborators/partners/owners do not accept any liability for any loss as a result of such actions or as a result of any act or omission of third parties.

14 – TRAVEL INSURANCE

All products have travel insurance included in the price valid for the period booked, where you can have some options to choose from. If you wish to extend the dates (before and/or after the booked product), simply indicate them to MAPEOTOUR, with the additional costs associated with them. If you abandon one of experiences/products early after starting due to illness or accident, you will have to request a medical certificate to present to the travel insurance company. No refunds for abandonment will be made directly by MAPEOTOUR or its collaborators/partners/owners. If necessary, you are responsible for all expenses, for activating your travel insurance and for all contacts between you and the insurer. All documents required by the insurer are also your responsibility. The guide, leader, monitor or collaborator/partner/owner present at the scene of the incident must remain there to ensure the smooth running of experience/product booked by other GUESTS, whether they are MAPEOTOUR GUESTS, GUESTS from other agencies or GUESTS with direct bookings with collaborator/partner/owner of experience/product.

15 – EXPERIENCE/PRODUCT STARTING POINTS, GUIDES and LEADERS

For platform experiences/products, it is your responsibility to purchase airline tickets (when not included), or another kind of transport that will take you to the starting point, together with the guide, leader, monitor or collaborator/partner/owner. This is because you can make the most of each destination, and you can extend your stay at your own expense, while always having active travel insurance (see point 16). Depending on the distance, you can go by foot, by car, by public or private transport, and this is not usually included in the final price of experience/product.

OFFICIAL GUIDE is a person authorized by the Tourism of the destination, whether local, regional or national. Live and work at the destination for MAPEOTOUR, for one of his collaborators/partners/owners or independently. He carries out visits, shows the destinations, telling their stories in detail, for lovers of arts, cities, legends, monuments, museums…; LOCAL LEADER is a person who knows the destination, lives and works there for MAPEOTOUR or one of his collaborators/partners/owners and carries out the visits. Shows destinations, tells their stories with local eyes and experiences; TRIP LEADER is a person who may have already worked or even visited the planned destinations several times, but no longer lives permanently there. Has a personal approach and untold stories, can become a travel buddy; TOUR LEADER (not an official guide), is a person who may not have worked, lived or travelled in the destination(s), having a general and summary perspective. It is also known as an accompanying guide or agency escort (representative); ACTIVITY MONITOR is a person knowledgeable about the destination, lives and works for an experience owner on activity experience; DRIVER is a person knowledgeable about the destination, lives and works for an experience owner on activity, event/tour or rental experience; EVENT MONITOR is a person knowledgeable about the destination, lives and works for an experience owner on event or tour experience; MOBILE APP is an autonomous experience, to take rural or urban walks, visiting the best places with information, photos, maps…; RENTAL MONITOR is a person knowledgeable about the destination, lives and works for an experience owner on rental experience; NO GUIDE is an autonomous experience at destination: activity, event/tour or rental experience. Be free to discover at your own pace!

On certain occasions we will have a foreign guide specialized in a certain monument, city, activity or trekking, who will accompany you in order to provide greater safety and understanding. At certain times the guide, leader, monitor or collaborator/partner/owner will have to make decisions in the interest of the group and you agree to comply with their authority and decisions, as well as with the laws of the place to which you are travelling. Possession or transportation of illegal or restricted substances is prohibited. If you do not comply or if, in the opinion of the person responsible for the group, your presence is not compatible with the well-being of the other travelers or the smooth running of the group itself, we reserve the right not to allow you to continue on the reserved experience/product. Any threats to safety, well-being or inappropriate behavior on your part towards the group of GUESTS, whether verbal or physical, may result in the immediate cancellation of your booking, cancellation made in writing by the person responsible for the group to MAPEOTOUR. In this case, you will be responsible for the related costs, and will not have any type of claim against MAPEOTOUR or any of its collaborators/partners/owners.

16 – LUGGAGES

For experiences/products that include flights as an integral part of the itinerary, it is your responsibility to ensure that your baggage does not exceed the size and weight limits imposed by the airlines. We are not responsible for any costs incurred for excess baggage. MAPEOTOUR and its collaborators/partners/owners are not responsible for the luggage and other belongings they transport, regardless of the location or kind of transport used. In case of theft, deterioration or destruction, you must immediately complain in writing to the service provider, keeping a copy of the complaint. We always recommend that you stay with your luggage during loading and unloading operations, and don’t forget to read the general conditions of the travel insurance that includes your luggage.

17 – ACCOMMODATION

The accommodation provided is normally in rooms for two GUESTS of same sex (when bookings are made individually, there may be triple rooms). In some cases, when mentioned in experience/product description, accommodation may be in triple or multi-person rooms, beds in train cabins, camping tents, dormitories or others, sometimes having to be shared with people of both sexes. For single rooms, please check the supplement in the options when making your booking.

18 – MANDATORY DOCUMENTATION

All documentation referred to as mandatory under the terms of each experience/product will not be refundable after purchase. If the reason for cancellation is within the terms of the insurance policy taken out, the costs may be refunded by the travel insurance company.

19 – POSTING IMAGES AND VIDEOS

You agree that the photos and videos taken by you and the MAPEOTOUR guide, leader, monitor or collaborator/partner/owner may be used to promote experiences/products and promotional media of MAPEOTOUR platform.

20 – DATA TRANSMISSION

MAPEOTOUR is a travel agency & online booking platform that provides experiences/products with various services related to collaborations with land, air and sea transport companies, accommodation units, activities, monuments, etc… subject to the terms, conditions and limits imposed by each of them. You must bear in mind that some of these conditions exclude and/or limit liability in the event of death, personal injury, delay and loss of or damage to baggage, and MAPEOTOUR accepts no liability for any loss as a result of such actions or as a result of any act or omission of any third party.

21 – COMPLAINTS

Each complaint must be made immediately during the product to the guide, leader, monitor or collaborator/partner/owner so that it can be resolved during the process. If it is not possible to resolve it at the time, you will have up to 15 days after the end of the product to submit your complaint in writing (with the written complaint presented to our guide, leader, monitor or collaborator/partner during the reserved product). If it is not carried out within the stipulated period and with supporting documents, it will not be analyzed and you will not be entitled to any compensation that may arise from it. All anomalies that may arise are reported by the guide, leader, monitor or collaborator/partner/owner to MAPEOTOUR in writing during or up to 5 days after the end of experience/product.

NOTE

This Booking Policy is supplemented by each description present on experience/product you book, sometimes with particular or specific conditions that you send us in writing, and agreed by both parties.

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Last update 22/08/2025