GENERAL INFORMATION:
All the programs were developed by Oporto Road Trips. The price of the programs includes transportation, driver, and local information service – inclusions/exclusions are specified in each tour page.
Oporto Road Trips offers all insurance required by Portuguese law, including passenger insurance.
Children and Infants pay the adult price.
We are not responsible for any loss or damage (whether personal or moral) or for objects left inside the vehicles.
PICK-UP LOCATION:
All tours begin at the site previously indicated by the customer, provided it is located within Porto downtown area. If not, it is the customer’s responsibility to meet the guide at a designated meeting point (e.g., Porto Cathedral, Sheraton Hotel, or Museu da Imprensa – depending on location) .
Please note that the address field in our booking form exists as a courtesy, so guests can indicate where they are staying. However, being able to type any address or text freely does not guarantee pickup from that location. We clearly state that pickup is exclusively available within Porto downtown, and we cannot pick up from Gaia, Matosinhos, or other areas outside the defined pickup zone – even if an address in those locations is entered.
We trust that common sense prevails: the ability to write an address does not override the rules we set and communicate. We appreciate your understanding and cooperation.
Please note that even for addresses within Porto, pickup is subject to accessibility and legal constraints. We cannot enter pedestrian-only streets, extremely narrow roads where we can risk blocking traffic or accidents, or park where stopping is prohibited by law (yellow lines, extremely high traffic flow, etc.). Traffic laws apply, and our vans must circulate and stop legally. In such cases, clients may be asked to walk a short distance (2–3 minutes) to a safe pickup point nearby. This is reasonable and ensures compliance with traffic regulations.
TOUR LANGUAGE:
Shared tours may include participants of different nationalities. Our guides are trained to conduct tours in more than one language when necessary. This does not mean your language is being ignored, only that we are accommodating all guests fairly. If you require a tour exclusively in your preferred language, we have at your disposal private tours where only your group will be catered for.
PICK-UP INFORMATION COMMUNICATION:
Client Notification: Pickup location and time will be confirmed via the email inserted by you on your booking (primary channel) by no later than 22:30 (10:30 PM) the day before the tour. Our shared tours remain open until 21:30 to accommodate last-minute bookings, and we organize final logistics after this time. If possible, we will notify you earlier.
Failure to confirm receipt of the pickup message does not exempt the client from responsibility. It is the client’s obligation to check the email and phone number provided in the booking for pickup instructions. If the client is not at the designated pickup point at the scheduled time and cannot be reached, we reserve the right to proceed with the tour. To ensure the experience runs smoothly for everyone, we must depart on time – extended delays cannot be accommodated out of fairness to other participants and activities start time.
PICK-UP DELAYS:
If delays occur due to traffic or logistics (especially during rush hour), our office and/or guide will notify you with an estimated arrival time. Clients must remain at the agreed location and not abandon the premises; stepping away (e.g., to get coffee) may result in missed pickup. If the client is absent at arrival, we reserve the right to continue without them.
Please also note: visits to the wineries and river cruise are not fully private and may include other external participants.
CANCEL AND REFUND POLICY:
Standard Shared Tours and Private Tours: Cancel refunds will only be made if the client cancels 24 hours before the tour takes place. Any claim must be made in writing.
Custom Group and Private Tours: Bookings are only ensured after full payment is processed. Payments must be made in advance by Credit Card or Bank Transfer (Transfer proof required). Pre-bookings are valid for 72 hours – they will not be considered valid if payment is not processed within this time limit. Cancel refunds will only be made if the client cancels up to 7 days before the tour takes place. Any claim must be made in writing.
GIFT VOUCHERS SPECIFIC POLICY:
Cancelation/Reschedule Policy:
- Activating customers can reschedule up to 2 (two) times after the voucher is activated.
- Reschedules can only be made 24 hours (1 day) before the tour takes place.
- Reshedules and Cancelations made within less than 24 hours from the beginning of the tour or on the same day of the tour will not be granted the right to reschedule.
- If the client(s) do not attend the tour, they will be marked as “no-show” and a reschedule will not be granted.
- Reschedules DO NOT EXTEND EXPIRATION DATE – expiration date will always be 365 days counting from purchase date.
Refund Policy:
- Original buyer of the Gift Voucher can be refunded for a period of 14 (non work) days after purchase date, given the Voucher has not yet been activated.
- Already activated Vouchers will not be refunded.
- If the above applies, refunds will be processed to the bank account that has purchased the Gift Voucher (Buying Customer’s bank account).
- Customers that have been gifted a Gift Voucher are not eligible for a monetary refund of any kind.