General Conditions

Organisation

The organization of the programmes in this website is made by Roteiro do Douro (N Roteiros – Viagens e Turismo, Unipessoal Lda) with head office at Avenida da Peregrinação 7 3ºDto 1990-425 Lisboa, with RNAVT 10220 and NIF 513344195.

Roteiro do Douro also discloses programmes from several partners, which can be identified in each of the programmes published in this website. The general conditions of the reservations made by partners (travel agencies, tour operators and tourism agents) may differ from the general conditions of Roteiro do Douro, and can be consulted in the respective websites of the partners.

Reservas

Reservations are only considered effective after full payment of the total price of the program and within the established deadlines.

Payment deadlines

After payment, we email you the invoice and receipt for the purchase. If you want an invoice with NIF (taxpayer’s number) you must indicate this when you make your reservation.

After the indicated deadline, reservations that are not paid are automatically cancelled, and the respective places on board are not guaranteed.

The payment deadlines are as follows:

1 Day Douro Cruises

The deadline for payment is 48 hours. After this deadline, reservations are cancelled.

Cruises and Programs of 2 days or more

Payment of bookings for cruises and programs of 2 days or more can be phased:

1st phase: 50% on reservation.

2nd phase: 50% up to 30 days before the cruise or program departure date.

Cancellation Policy

The cancellation of registration or reservation in any program, by the client, will oblige to indemnify the organizing company as follows:

  • It requires the payment of 25%, 50%, 75% or 100% of the agreed cost, depending on whether the cancellation is made, respectively 30, 15, 7, 3 or less days (working days) in advance of the scheduled date for the service start.
  • In addition, the client will be charged for all expenses and charges incurred by the Operator with transport, hotels or any other non-refundable charges.
  • No-show on the day of departure will mean the loss of the total amount of the reservation, without us being obliged to proceed with the refund of the amount paid.
  • In the case of environmental cruises, this is non-refundable in case of cancellation. After purchasing the ticket, it is not possible to make any changes.
  • In the case of New Year cruises, cancellation is only possible until the 30th of November. After that date, the amount paid is non-refundable.
  • In the case of São João cruises, cancellation is only possible until 30 days before the cruise date. After that date, the amount paid is non-refundable.
  • In the case of hotelship cruises, 25%, 50%, 75%, or 100% of the agreed cost must be paid, depending on whether the cancellation is made up to 91 days, 90 to 61 days, 60 to 31 days, or 30 or fewer days prior to the cruise start date, respectively.

Impossibility of compliance by the Operator

The organizer reserves the right to cancel any service if:

  • There is no minimum number of participants;
  • In programs involving cruise services and when adverse weather conditions occur or even technical breakdowns in locks or vessels;

In the event that the organizer is faced with the impossibility of complying with the published programs, for reasons that are not attributable to him, the client has the right to withdraw from his trip, being immediately reimbursed in the amounts paid, or alternatively, accept for written notice, an amendment to the contract and any price variation. If the aforementioned reason determines the cancellation of the program, the customer may also choose another equivalent program, and if the price of this alternative program is lower than the one canceled, the customer is entitled to a refund of the difference.

Changes

If this is not possible, whenever a customer registered for a certain trip wishes to change their registration to another trip or to the same trip departing on a different date, they must pay a fee as change expenses. However, when the change takes place 21 days or less in advance of the date of departure of the trip, for which the customer is registered, or if the service providers do not accept the change, he is subject to the expenses and charges provided for in the heading “Cancellations” of the general conditions.

Alterations

The organizer may change the order of the routes, modify the departure times or replace any hotel units provided for by others of a similar category, without the customer having the right to any compensation or reimbursement, in the event of unforeseen situations beyond their control, namely transport breakdowns, unfavorable weather conditions, strikes or damage to locks or vessels.
If unforeseen circumstances force any travel to be suspended, customers will always be entitled to a refund of the amounts paid.

Price changes

The prices of the programs mentioned on this website are based on the cost of services and exchange rates valid at the time of publication, and are subject to changes resulting from changes in the cost of transport or fuel, duties, fees and exchange rate fluctuations. Whenever a change occurs, the client will be duly informed and asked about its acceptance, according to the pre-established period of time, in order to confirm or cancel the registration under the same terms and conditions mentioned in the point “Cancellations by the organizer. ”.

Cession of registration

The customer has the right to transfer their registration to another person who fulfills all the conditions required for the trip, and this act presupposes prior information to the organizing entity within a minimum period of 7 days before departure and that the different service providers accept the required change. The cancellation of registration is the responsibility of both parties involved in the process, that is, the outgoing Client and the beneficiary Client, with regard to the payment of the program and additional costs that may occur.

Complaints

Complaints will only be considered if presented in writing to the agency where the booking and settlement of the trip took place and within a period of time not exceeding 15 days after the end of the services rendered.

In accordance with the EU Council Directive, these can only be accepted if they have been reported to the service providers (cruises, hotels, guides, agents, locations, etc.) during the trip or stay, requiring from them the respective documents proving the occurrence.

In compliance with law no. 144/2015 we inform you that for the resolution of consumer conflicts the Turismo de Portugal arbitration commission should be contacted: www.turismodeportugal.pt.

Responsibility

The responsibility of the organizing agency for the trips listed on this website and arising from the obligations assumed, is guaranteed by civil liability insurance and by the Fundo de Garantia do Turismo de Portugal.

The prices mentioned already include the Value Added Tax (VAT) applicable at the time.

Notas

The present general conditions may be amended and/or complemented by any other specifics as long as they are duly agreed by the parties.

Expiration date

The programs advertised on this website are valid between 1 January and 31 December 2022, unless otherwise expressly mentioned in each program.

Competent Court

In the event of litigation, the competent court is that of Lisbon, with the express renunciation of any other.