Quality & Cancellation Policy

1. Our Quality Commitment

At Portugal Tours Your Way, quality is not an afterthought — it is the foundation of everything we do. We are a boutique private tour operator and we take personal pride in every single experience we deliver. Our promise is simple: your journey will be private, personalised, professionally delivered, and genuinely memorable.

2. What Is Included

Unless otherwise stated in your confirmed proposal, the following are included in every booking:

• Private use of a fully licensed and insured vehicle for the duration of the agreed service.
• A professional, English-speaking driver or driver-guide for the full duration.
• Door-to-door pickup and drop-off from your hotel, accommodation, or agreed address.
• Fuel, parking, and road toll costs for routes included in the agreed itinerary.
• Bottled water for all passengers.
• Flexible itinerary adjustments at your request during the tour (subject to feasibility).
• Local knowledge, recommendations, and assistance throughout the service.

For private transfers specifically, the above applies with travel between the agreed origin and destination points.

3. What Is Not Included

The following are not included in our standard pricing unless expressly confirmed in writing:

• Entrance fees to attractions, monuments, palaces, museums, or national parks.
• Meals, food, or beverages (beyond complimentary water).
• Accommodation or hotel costs.
• Gratuities (entirely at the client's discretion).
• Travel insurance.
• Activities or experiences requiring separate booking (wine tastings, boat trips, cooking classes, etc.) unless specifically included in the proposal.
• Airport fast-track, porter, or luggage handling services.

4. Vehicle Standards

All vehicles used for our services meet the following minimum standards:

• Fully licensed — all vehicles hold valid passenger transport licences under Portuguese law.
• Fully insured — comprehensive insurance including passenger liability cover.
• Well maintained — vehicles undergo regular professional servicing and safety inspections.
• Climate controlled — all vehicles are equipped with air conditioning.
• Clean and presentable — vehicles are cleaned before every service.
• Appropriately sized — we match the vehicle to your confirmed group size. For larger groups, we use minibuses or multiple vehicles.
• Seat belts — all seats are equipped with seat belts, and passengers are required by Portuguese law to wear them at all times.

If for any reason a vehicle becomes unavailable prior to your tour (mechanical failure, accident, etc.), we will arrange an equivalent or superior replacement vehicle. You will be informed promptly and at no additional cost.

5. Guide & Driver Standards

Our drivers and guides are selected for their professionalism, knowledge, and warmth. Every member of our team:

• Holds a valid Portuguese professional driver's licence (TPPC — Transporte de Passageiros em Veículos de Características Automóvel) or a licensed tour guide credential where applicable.
• Has extensive knowledge of Portuguese history, culture, cuisine, and geography.
• Communicates fluently in English and Portuguese.
• Maintains the highest standards of personal presentation and professional conduct.
• Respects client privacy, preferences, and pace at all times.
• Is punctual, courteous, and genuinely passionate about sharing Portugal with visitors.

6. Cancellation by the Client

We understand that plans change. Our cancellation policy is designed to be fair and transparent. Cancellations made more than 48 hours before your service are completely free of charge. Cancellations within 48 hours incur a small 5% administrative fee — 95% is returned to you. All cancellations must be communicated to us in writing via WhatsApp or email.

Refunds, where applicable, will be processed within 7 working days of the confirmed cancellation, using the same payment method as the original transaction.

7. Cancellation by Portugal Tours Your Way

We reserve the right to cancel a confirmed service in the following circumstances:

• Extreme weather — where conditions present a genuine safety risk to passengers (severe storms, flooding, extreme heat advisory, etc.).
• Road or access closures — where official closures make the confirmed itinerary impossible or unsafe to deliver.
• Vehicle or driver unavailability — in exceptional circumstances where a suitable replacement cannot be arranged in time.
• Force majeure — as defined in our Terms and Conditions, Section 11.

In all cases where we cancel a confirmed service, we will:

• Notify you as early as possible via WhatsApp and/or email.
• Offer you a free rescheduling of the service to a mutually agreed alternative date; or
• Provide a full refund of any amount already paid.

We will never cancel a service for commercial reasons or operational convenience. Our cancellations are rare and only occur in genuine circumstances where client safety or service quality cannot be guaranteed.

8. Modifications to Bookings

Flexibility is at the heart of what we do. We welcome requests to modify confirmed bookings and will always do our best to accommodate changes.

Before the service date

Changes to the date, itinerary, pickup time, or group size can be requested at any time before the service, subject to availability. Significant changes to scope or duration may result in a revised price, which we will communicate clearly before confirming any modification.

During the service

We are happy to adjust stops, timings, and routes during the tour at your request, subject to safety, traffic, and time constraints. Requests to add significant new destinations or extend the service duration may incur an additional charge, agreed in real time with the driver or guide.

Group size changes

If your group size decreases after booking, please inform us as soon as possible. Reductions of more than 25% of the agreed group size may result in a pricing review, which we will handle fairly and transparently on a case-by-case basis.

9. No-Show Policy

A no-show occurs when a client does not appear at the agreed pickup location within 30 minutes of the confirmed pickup time, without having contacted us in advance to notify us of a delay or cancellation.

In the event of a no-show, the full agreed price of the service will be charged. Our driver or guide will wait for up to 30 minutes beyond the agreed pickup time and will attempt to contact you by WhatsApp and phone during this period.

If you are running late, please contact us as early as possible. We are always willing to adjust pickup times where it is operationally possible, and we will never treat an advised delay as a no-show.

10. Weather & Safety Policy

The safety and wellbeing of our clients and staff is our absolute top priority. Portugal's diverse geography means that conditions can vary significantly between regions. We monitor conditions closely and take a proactive approach to safety.

Our driver or guide has full authority to make on-the-ground decisions regarding route changes, stop modifications, or early returns where safety is a concern. These decisions are always made in the best interests of our clients and will be communicated clearly and respectfully.

We follow all advisories and instructions issued by Portuguese civil protection authorities (Autoridade Nacional de Emergência e Proteção Civil — ANEPC). During periods of elevated fire risk, red weather alerts, or other official safety advisories, we may proactively contact you to discuss adjustments to the confirmed itinerary.

11. Complaints Procedure

We genuinely care about every guest's experience and take all feedback seriously. If any aspect of your service falls below your expectations, we want to know immediately so we can make it right.

During the service

Please raise any concerns directly with your driver or guide at the time. In most cases, issues can be resolved immediately and on the spot. Our team is trained to listen and respond constructively.

After the service

If you wish to make a formal complaint after the service, please contact us within 30 days of the service date in writing:

Clients in the EU may also refer unresolved disputes to the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.