GENERAL POLICY & CONDITIONS
ORGANIZATION: INALVA - Agência de Viagens, Lda. Is headquartered on Av. 5 de Outubro, 6.B - r / c., 2560-270 Torres Vedras, with the share capital of € 100,000.00, registered at the Commercial Registry Office of Torres Vedras with VAT 500525013 and Permit no. 156/60, RNAVT no. 1760.
REGISTRATION: Upon registration, the customer must deposit 25% of the trip price, paying the remaining 75% up to 21 days before the departure date. If the registration takes place 21 days or less from the departure date, the total price of the trip must be paid at the time of registration, subject to obtaining confirmation from all suppliers regarding all travel services. The organizing agency reserves the right to cancel any registration whose payment has not been made under the conditions mentioned above.
CHANGES: If possible, whenever a customer, enrolled for a particular trip, wishes to change his booking for another trip or a different date, he must pay the established change fees and expenses. However, if the change takes place 21 days or less before the departure date for which the customer has booked, or if the service providers do not accept the change, it is subject to the expenses and charges provided under the heading “Cancellations”.
REGISTRATION ASSIGNMENT: The client can assign his registration, replacing himself by another person who fulfils all the conditions required for the trip, as long as he informs the selling agency at least 7 days in advance. If the program uses air travel or cruises, this assignment can only be made on the condition that the airline or other suppliers accepts the name change. The assignment of registration holds the assignor and the assignee joint liability for the payment of the trip price and for the additional charges implied.
CANCELLATIONS: If the customer or some of his companions withdraw from the trip, he will have to pay all the charges that the cancellation implies and a fee that can go up to 15% of the price of the trip. When applicable, the customer will be reimbursed for the difference between the amount already paid and the amounts determined above.
ACCOMMODATION AND MEALS: The hotel units to be used will be those provided and described in the respective program or similar in category. Meals included, whether in restaurants or hotels, will be served at a fixed time and with the same menu for all participants and always together. The cases of diet or special meals must be communicated upon registration, subject to availability by the service providers.
CHANGES TO THE TRAVEL ITINERARY: Whenever there are reasons that justify it, the organizing agency may change the order of the itinerary, modify the departure times or replace any of the planned hotels with others of a similar category. If unforeseen circumstances require to suspend any travel, customers will always be entitled to a refund of the amounts paid.
PRICE CHANGES: The prices in the program are based on the costs of services and exchange rates in effect at the date of printing the program, so they are subject to change resulting from changes in the cost of transportation or fuel, duties, taxes, exchange rates and fluctuations. Whenever there is a change in the price of the trip, the customer will be immediately informed and invited to, within the time limit set, accept the increase verified or cancel his enrolment under the same terms and conditions as those provided for in the “Impossibility of Compliance".
REFUNDS: Once the trip has started, no refund is due for services not used by the customer. Failure to provide services foreseen in the itinerary for causes not attributable to the organizing agency, and if replacement by other equivalents is not possible, gives the customer the right to be reimbursed for the difference between the price of the envisaged services and that actually provided.
COMPLAINTS: Can only be considered as long as they are submitted in writing to the agency where the booking and payment of the trip took place and within a period not exceeding 20 days after the end of the provision of services. Complaints, in accordance with the directive of the Council of the EEC, can only be accepted as long as the service providers - hotels, guides, local agents, etc. - have been informed during the journey or stay, demanding from them, respective documents proving the occurrence.
IMPOSSIBILITY OF COMPLIANCE : If due to facts not attributable to the organizing agency, it is unable to fulfil any essential part of the program or is forced, in order to make the trip feasible, to add some service or increase the duration of another already planned (including accommodation), the customer has the right to withdraw from that, being refunded of all amounts paid or, alternatively, accepting an eventual change and price variation.
IMPOSSIBILITY OF COMPLIANCE: CONT. If the referred facts not attributable to the organizing agency determine the cancellation of the trip, the client may still choose to participate in another organized trip, of equivalent price. If the proposed organized trip in substitution is of a lower price, the client will be refunded the respective difference. The organizing agency may not, under any circumstances, be held responsible for non-compliance or deficient compliance due to situations of force majeure or unforeseeable circumstances, motivated by abnormal and unpredictable circumstances, the consequences of which cannot have been avoided despite all due diligence.
CANCELLATION BY THE AGENCY: Each excursion is subject to the registration of a minimum number of participants, mentioned in each program. If the number of registrations is less than the minimum required, the customer will be informed of the cancellation, whenever possible 8 days in advance, in which case there is no civil liability from the agency for rescission.
DOCUMENTATION The client must have in good order all his personal or family documentation (passports, identity card, authorizations for minors, visas, vaccination certificates and others possibly required). Birth certificates are not valid as a travel document. The agency declines any responsibility for Visa or entry denied to the client in a foreign country. In these cases, the conditions established for the cancellation of the trip apply, and any cost incurred are the customer’s responsibility.
RESPONSIBILITY: The liability of the agency from the obligations assumed in the package travel programs is covered by a 75,000 Euros Operating Liability Insurance from TRANQUILIDADE insurance company, SA, Policy No. 01828740 and by Guarantee Fund, in accordance with the legislation in force.
CUSTOMER OMBUDSMAN
Inalva is a member of the Customer Ombudsman for Travel and Tourism Agencies. To take advantage of this service, you must, within 20 working days after the end of the trip, submit your complaint in writing to the address: Rua Duque de Palmela, nº 2.1ºDt, 1250-098 Lisbon, or by e-mail: provedor@provedorapavt.com. The agencies are bound to the punctual compliance with the decision that may be issued by such entity.
VAT: The prices mentioned in this program, already reflect the Value Added Tax at the current rate.
