General Terms and Cancellation Policy

wave2travel’s private tours are individually planned and arranged, involving the hiring of professionals, booking services and suppliers, and purchasing tickets and related services in advance. For this reason, the following cancellation terms apply:

 

1. Booking confirmation: A booking is only considered confirmed once full payment for the specified services has been received.

 

2. Booking services: All services, whether included in the tour or not, must be booked and paid for in advance. wave2travel can arrange these services provided they are paid for in full so that the bookings can be made: admission to monuments, museums, archaeological sites, palaces, cultural or natural attractions, as well as some transportation, dining and special activity services, may require advance payment to secure availability. Confirmation of these services is subject to acceptance and reconfirmation by the respective suppliers. If a supplier is unable to provide the service, wave2travel will refund the customer for the amount paid for that service.

 

3. Cancellation by the customer: If the customer cancels, the following terms apply:

 

• Up to 30 days before the tour start date: amounts paid will be refunded, less any sums already paid to suppliers that are non-refundable;

 

• Between 29 and 15 days before the tour: 50% of the total cost of the services booked will be retained;

 

• Between 14 and 8 days before the tour: 75% of the total cost of the services booked will be retained;

 

• Less than 7 days before the tour or in the event of a no-show: 100% of the total cost of the services booked will be retained.

 

4. Non-refundable services: If payments have been made to third parties who impose their own cancellation terms or do not allow refunds, the customer is responsible for the full amount, regardless of the cancellation date. This applies in particular to advance-purchased admission tickets, special bookings and services subject to restrictive supplier terms.

 

5. Changes to the itinerary: Any request to change the itinerary as initially confirmed is subject to the availability of the suppliers involved and may incur additional costs.

 

6. Cancellation due to operational circumstances: If a planned service cannot be provided for reasons beyond wave2travel’s control, including restrictions imposed by monuments, site operators or external suppliers, an alternative of equivalent quality will be sought. If no such alternative is available, only the amount corresponding to the service not provided will be refunded.

 

7. Force majeure: The company cannot be held responsible for cancellations or changes resulting from force majeure, including but not limited to natural events, strikes, government restrictions, security concerns, monument closures or other unforeseeable and unavoidable circumstances.

 

8. Child discount policy: wave2travel offers a 15% discount on services provided by wave2travel to all children aged 0 to 11 inclusive. Children aged 12 and over are charged adult rates. For services provided by third parties, including admission to museums, monuments, palaces, archaeological sites and other tourist attractions, wave2travel undertakes to apply in full any free admission or reduced-rate policies set by the relevant operators, and to reflect these benefits in the final price quoted to the customer. Eligibility for free admission or discounts is subject to the rules in force at each monument, museum or service provider on the date of the visit; proof of the child’s age may be required. Customers are responsible for informing wave2travel at the time of booking if children are in their party and providing their ages as of the service date. If this information is provided after tickets, reservations or other services have been purchased from third parties, Wave2Travel cannot guarantee that any applicable discounts or free admission will be available. Customers will be responsible for any resulting additional costs or fare differences. No refunds will be made for benefits that are no longer available due to late or incorrect communication of this information.

9. Transporting infants and children:
In accordance with current Portuguese law, all children under 12 years of age and less than 135 cm tall must travel using an approved child restraint system (car seat or appropriate device) suitable for their weight and height.

 

For the purposes of booking and arranging transportation, the following definitions apply:

• Infant: A child up to 2 years of age, who must use a restraint system suitable for their age, weight and height, to be provided by the customer.
• Child: A child over 3 and under 12 years of age, and less than 135 cm tall, who must use an approved child restraint system as required by law, to be provided by wave2travel.

 

Customers must provide the age, height and weight of any infant or child participating in the tour at the time of booking, to ensure suitable equipment is available or, where applicable, to confirm that it will be provided by the parents or guardians.

 

If this information is not provided in advance, transportation may be restricted for safety and legal compliance reasons.

 

Safety and compliance with applicable laws are a priority. wave2travel reserves the right to refuse boarding whenever the legally required conditions for transporting infants and children are not met.

10. Reduced mobility and wheelchair use:
Wave to Travel advises that the vehicles currently used for its tours and transportation services are not adapted to carry passengers who need to remain in a wheelchair during the journey, and are not equipped with specific accessibility features such as ramps, lifts or approved wheelchair restraint systems.

 

Tours and activities may also involve frequent getting in and out of the vehicle, walking, uneven surfaces, stairs or locations without suitable accessibility. For safety and operational reasons, customers with reduced mobility or special assistance needs must inform Wave to Travel at the time of booking so that the suitability of the tour for their specific needs can be assessed.

 

Wave to Travel reserves the right to refuse to provide the service if the necessary conditions are not met to ensure the safety of the passenger and other participants or to meet the operational requirements of the tour.