Experience D’Ouro is a part of Torres e Barreira, Lda a company registered in Portugal with the VAT 510 387 799. We also hold a RNAVT 6795 (hereafter referred as DMC).
The following conditions, together with the information set out in the moment of the reservation form the basis of your contract with us. In these booking conditions, "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date), as the context requires and "lead name" means the person who makes the booking.
All contracts with us are made subject to these booking conditions. We reserve the right in our absolute discretion to refuse to accept any booking without necessarily specifying a reason.
Making a booking
You will be advised of the current price of the trip that you wish to book before your contract is confirmed. The price quoted is only valid for 10 days and for the exact tour that we quote (do not include change dates or experience/partners changes). Your booking is not confirmed until we have receive your deposit. We will not seek to vary this price except for reasons of “Price Force Majeure” once you have paid your deposit.
Prices and Availability
When you make your booking you must pay a deposit of the total trip cost.
All the reservations are only confirmed after your deposit being paid. Due to this before your booking is confirmed we reserve the right to increase or decrease the presented prices. At the time of booking, if there is a lack of availability in the specified property mentioned on the tour we will choose an alternative property within the same parameters, quality and price.
If any person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or significant reason, we will agree to that person's booking being transferred to another person who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and any additional costs arising from the transfer. This change can have an extra fee (if requested by any of our partners).
Cancelling your Holiday or Tour
If you wish to cancel the holiday the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24 hours by the lead name. Cancellation will take effect from the working day we receive your notification. A cancellation invoice will be sent to the lead name or your travel agent within 7 days.
Here we have broken down the cancellation charge:
Prior to 30 days: free of charge
30 - 15 days: 50% of total holiday cost
Less than 15 days: 100% of total holiday cost
If we change or cancel your holiday
We hope and expect to be able to provide you with all the services we have confirmed to you at the time of booking. We plan arrangements using independent suppliers such as wine estates, hotels etc., over whom we have no direct control.
On occasions changes do have to be made, and we reserve the right to make these. Most of these changes are minor. However, occasionally, changes are significant.
Similarly, we do our best to avoid cancelling holidays but we must reserve the right to do so.
We cannot accept liability for “Force majeure” events. This means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, restriction or congestion of airspace, airports and ports and all other events outside our control. Force majeure also includes the Portugal Foreign Service advising against all travel or all but essential travel.
You must tell us if you have an existing medical condition or disability that might affect your trip or any of your party’s members’ enjoyment of it, before you book your trip. If there is any doubt about whether your experience is suitable for your medical condition or disability you must seek medical advice to confirm that the trip is appropriate for your condition. As a term of your booking you warrant to us that you have informed us of all medical conditions that might affect your trip and that where you have a medical condition you have obtained where relevant medical advice confirming you are safe to join the trip.
If you have a complaint
If you have a problem during your trip, you must inform your host or us who will do his/her best to solve the situation in the moment. Please contact us via mobile phone number or e-mail as soon as you are not 100% happy with anything. If your complaint is not resolved locally, please follow this up within 14 days of your return home. It is strongly suggested that you communicate any complaint to your tour Host without delay, if you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint during your trip and this may affect your rights under this contract. As legally required we have an Complaint Book available if you want.
We will not be responsible for any injury, illness, death, loss (including limitation, loss of enjoyment or possessions), damage, expense, cost or other claim of any description whatsoever.
Law and jurisdiction
The provision of all services provided by the DMC shall be governed by and construed in accordance with Portuguese law, without giving effect to the conflicts of law provisions thereof. Any dispute, controversy or claim arising out of or in connection with these terms, including any question regarding its existence, breach, validity or termination, shall be referred to and finally resolved by the competent Court of Portugal.
Data Protection Policy
In order to respond to an enquiry, process a booking or meet your purchase requirements, will be required to collect, hold and transfer personal data. If you make a booking with us, we will process your personal details in accordance with the General Data Protection Regulation which comes into effect on 25 May 2018.