Travel With Confidence, Supported by Clear and Transparent Policies
1. General and contracting entity
1.1 Classic Portugal Travel (“Classic Portugal”, “we”, “us”) is the trading name used for the travel services described in these Terms. The contracting Portuguese legal entity is Bohemian Sunset - Unipessoal Lda, registered address, Beco do Moreira 2, 1 andar, Paço de Arcos, 2770-126. NIPC 518678938. Classic Portugal operates under RNAVT licence 12696. Contact: hayley@classicportugaltravel.com. Telephone: +351 968603300.
1.2 These Terms, the accepted itinerary and price, the booking agreement, mandatory pre-contract information and any expressly agreed special conditions together form the travel contract. In any conflict, mandatory law prevails; specific written arrangements agreed for the booking prevail over general commercial terms to the extent legally permissible.
1.3 “Traveller” means each participant covered by the booking. The lead traveller confirms they are authorised to provide relevant booking information and to communicate agreed arrangements to other travellers, without limiting individual statutory rights.
2. Our services and scope of arrangements
2.1 Classic Portugal designs and arranges bespoke travel throughout mainland Portugal, Madeira and the Azores, including accommodation, private ground transport, guiding, tours, cultural experiences, events, tickets and related visitor services. Depending on the booking, Classic Portugal may act as a package organiser, retailer or intermediary, as identified in the pre-contract documents and subject to applicable law.
2.2 Classic Portugal specialises in complete, coordinated itineraries. Accommodation, private transportation, tours, activities and guiding forming part of the agreed itinerary are arranged and paid for through Classic Portugal. Separately purchased services are outside the contract unless expressly included in writing.
2.3 Third-party hotels, transport operators, guides, maritime operators and experience providers perform many services. Their operational and safety rules apply, without reducing Classic Portugal’s statutory responsibilities where it acts as package organiser.
3. Enquiries, proposals and pre-contract information
3.1 An initial telephone consultation and first bespoke proposal, including reasonable refinements, are complimentary. Significant or repeated additional consultations or redesigns may incur a non-refundable trip-planning fee starting at EUR 300, calculated according to the work required and quoted in advance. The fee is payable before the additional work begins and is fully credited against the final trip price if the traveller books the proposed journey with Classic Portugal.
3.2 Significant changes may include substantial route or destination changes, a new group size, a change of accommodation standard, major itinerary redesign or repeated revisions beyond reasonable refinements. Clarifications and correction of our own errors do not attract a planning fee.
3.3 Proposals are expressed in euros and reflect the availability and supplier prices at the time issued. No hotel, guide, transport or activity is held unless explicitly confirmed in writing. All arrangements remain subject to availability until the agreement is signed, the required payment is received and Classic Portugal issues written booking confirmation. Before confirmation, changed availability or supplier pricing may require a revised itinerary or price.
3.4 Before a package-travel contract is concluded, Classic Portugal provides the applicable standard information form (Ficha de Informação Normalizada) and legally required information in a durable medium, including: destinations and itinerary; dates and nights; transport characteristics, departure/return points and timings (approximate where necessary); accommodation location, features and classification; included meals; visits, excursions and other services; group arrangements and approximate size where relevant; service language where material; accessibility or suitability information on request; total price and payment arrangements; cancellation conditions; insurance information; and relevant passport, visa and health formalities.
3.5 Travellers should disclose mobility, dietary, allergy or other requirements relevant to delivery of the contracted services before booking. We will communicate agreed special requirements to relevant providers, subject to privacy rules.
4. Reservations, deposits and confirmation
4.1 The applicable deposit is 30% of the total price for bespoke journeys including hotels and 50% for bespoke journeys including villas. Bespoke events ordinarily require a 50% deposit where stated in the accepted proposal. The deposit is treated as non-refundable under our standard commercial cancellation schedule, except where mandatory law or express contract rights require a refund.
4.2 The balance is due no later than 60 calendar days before scheduled arrival. For bookings made 60 days or fewer before arrival, the full price is payable on confirmation unless otherwise agreed in writing.
4.3 A booking is confirmed only once the signed agreement (or other legally effective acceptance), required payment and Classic Portugal’s written confirmation are complete. A payment alone does not guarantee that an unconfirmed supplier service is available; if a requested service cannot be confirmed, we will offer lawful alternatives or the applicable refund.
4.4 Failure to pay an outstanding balance by the stated deadline may result in termination after any notice or procedure required by law, with applicable cancellation charges and statutory protections preserved.
5. Prices, VAT, currency and payments
5.1 Proposals and invoices are denominated in EUR and include applicable VAT under the Portuguese rules governing the transaction. Package prices may be quoted as a single total without an item-by-item supplier cost breakdown, while all legally required charges and inclusions must be disclosed.
5.2 Payment is accepted by bank transfer or credit card. The traveller bears any currency conversion or bank charges levied by their own payment provider unless otherwise stated. Disputed card payments will be handled through lawful card-network and dispute procedures; no automatic penalty applies merely because a chargeback is raised.
5.3 Local visitor taxes, room service, discretionary upgrades, additional meals, spa services and other expenses not expressly included are payable by the traveller. Any unavoidable additional charges known before booking will be disclosed as required by law.
6. Price changes after contract formation
6.1 A confirmed package price may be increased only where expressly authorised by the contract and permitted by applicable law, including qualifying changes in passenger transport fuel or energy costs, third-party taxes or fees, or relevant exchange rates. The calculation and justification will be supplied clearly in a durable medium no later than 20 days before departure.
6.2 Where the contract permits an increase, the traveller is equally entitled to a corresponding price reduction for qualifying cost decreases before departure. Documented actual administrative expenses may be deducted from a refund to the extent allowed by law and explained on request.
6.3 If a permitted increase exceeds 8% of the total package price, the traveller has the rights described in section 7 concerning significant changes, including applicable termination and refund rights.
7. Changes made by Classic Portugal
7.1 Before departure, insignificant changes may be made where the contract permits them and the traveller is informed clearly in a durable medium. Operational itinerary order or timing may change for justified reasons, provided the contracted package is delivered in accordance with applicable law.
7.2 Where we must significantly alter a principal travel characteristic, cannot fulfil an expressly agreed special requirement, or propose a price increase exceeding 8%, we will notify the traveller promptly in a durable medium, explaining the proposed changes, price effects, reasonable response deadline, consequences of not responding and any substitute package offered.
7.3 The traveller may accept the change, accept an offered substitute package or terminate without a termination fee and receive the refund required by law. If the replacement is of lower quality or cost, an appropriate price reduction applies. Silence will not be treated as consent unless and to the extent expressly permitted by applicable law.
8. Traveller-requested amendments after confirmation
8.1 Traveller-requested amendments after confirmation are subject to supplier availability and acceptance. An administration fee may apply per substantive amendment request, from 150€ - 500€, in addition to any demonstrable supplier price difference, amendment or cancellation costs. We will communicate the expected charges before processing wherever practicable.
8.2 Minor clarifications, corrections of Classic Portugal’s errors and reasonable information requests are free of charge. No fee under this section removes a statutory right to a remedy, assistance or correction.
8.3 After the journey begins, additional services or changes requested for personal reasons (including extensions or flight changes) may be priced at the rates available at the time, and require written confirmation.
9. Cancellation by the traveller
9.1 A traveller may terminate a package-travel contract at any time before departure. Subject to mandatory statutory rights, our standard cancellation schedule is: more than 60 calendar days before arrival, the applicable deposit is retained; 60 calendar days or fewer before arrival, cancellation charges equal 100% of the total booking price.
9.2 Any termination charge must comply with Portuguese package-travel law, including requirements that a standard charge be appropriate and justifiable or, where applicable, reflect the package price less saved costs and income from alternative deployment of the travel services. We will provide justification when legally required.
9.3 The traveller retains any statutory right to terminate without a fee, including where unavoidable and extraordinary circumstances at or near the destination significantly affect package performance or carriage to the destination, and any rights arising from qualifying changes by the organiser. Refunds will be made within the legally applicable period.
9.4 Cancellation requests should be submitted in writing. Non-use of a service or voluntary early departure does not automatically entitle the traveller to a refund, but this does not limit statutory remedies for lack of conformity or applicable supplier refunds.
10. Cancellation by Classic Portugal and refunds
10.1 Where the contract expressly depends on a minimum number of participants, cancellation for insufficient participants will be notified at least 20 days before departure for trips exceeding six days, seven days for trips lasting two to six days, and 48 hours for trips shorter than two days, subject to applicable law.
10.2 We may terminate before departure if prevented from performing the contract by unavoidable and extraordinary circumstances, with notification without undue delay. In legally qualifying cases, the traveller is entitled to a full refund within 14 days after termination, without additional compensation where the law so provides.
10.3 If a contracted service is not performed or is performed improperly, we will apply the statutory rules on remedy, alternative arrangements, price reduction and compensation as appropriate. A traveller’s refusal of an alternative does not automatically extinguish legal refund rights.
11. Insurance and travel insurance
11.1 Classic Portugal maintains the compulsory civil-liability insurance applicable to its licensed activity. The existing published terms identify Allianz, Companhia de Seguros, S.A., policy 206881855, with minimum coverage of EUR 75,000; insurer, policy, insured entity, scope and current amounts must be verified before publication.
11.2 Travellers are strongly advised to arrange comprehensive insurance from the time of booking, covering cancellation and curtailment, medical treatment, repatriation, baggage, missed connections and the activities in their itinerary. Such insurance is distinct from Classic Portugal’s statutory insurance and guarantee arrangements.
11.3 Classic Portugal will provide reasonable existing booking records to support insurance claims relating to services booked through us. Additional administrative assistance, such as insurer forms, detailed statements, calculations of unused services or substantial supporting-document compilation, may incur a EUR 150 administration fee, disclosed before work begins. No fee applies for information or assistance we must provide free of charge by law. Claim approval is solely the insurer’s decision.
12. Hotels, villas and accommodation
12.1 All accommodation specified in the confirmed itinerary is arranged by Classic Portugal. Travellers must comply with check-in/check-out times, property rules and reasonable safety requirements. A valid card may be required at check-in for incidental charges.
12.2 Extra nights caused by personal itinerary changes, delayed flights or circumstances outside the agreed package are payable by the traveller unless the organiser is legally obliged to provide accommodation or assistance. Additional services purchased directly from a property are normally outside the package.
12.3 We are responsible for contracted accommodation services to the extent required by law, including when a third party performs them. Facilities not included in the contract may be modified or unavailable without constituting a failure to perform the package.
13. Responsibility, liability and transport conventions
13.1 Where Classic Portugal acts as organiser of a package, it is responsible for proper performance of all included travel services, whether supplied directly or by third parties, subject to the defences, remedies and limits permitted by Portuguese and EU law. For individual intermediary services, liability depends on the applicable contractual role and law, including negligent selection and booking or ticketing errors where applicable.
13.2 Travellers should take reasonable care of valuables and personal property and promptly report incidents to the relevant operator and Classic Portugal. Classic Portugal is not an insurer of personal property, but no blanket exclusion applies to losses for which it is legally responsible.
13.3 Injuries, illness and accidents may be subject to statutory organiser liability, applicable transport conventions and the circumstances of the event. Nothing in these Terms excludes liability for personal injury, intentional wrongdoing, negligence or other liability where exclusion is prohibited.
13.4 International air carriage may be governed by the Montreal Convention of 28 May 1999; international rail carriage may be governed by applicable COTIF/CIV rules and other relevant legislation. Applicable convention limits and claims procedures take precedence where mandatory.
13.5 Maritime carriage: the liability of Classic Portugal before its clients for the provision of transportation or accommodation services by maritime transport companies, in the event of damages resulting from their willful misconduct or negligence, shall be limited to the following amounts:
a) EUR 441,436.00 (four hundred and forty-one thousand, four hundred and thirty-six euros) in case of death or bodily injury;
b) EUR 7,881.00 (seven thousand, eight hundred and eighty-one euros) in case of total or partial loss of baggage or damage to it;
c) EUR 31,424.00 (thirty-one thousand, four hundred and twenty-four euros) in case of loss of a motor vehicle, including the baggage contained therein;
d) EUR 10,375.00 (ten thousand, three hundred and seventy-five euros) in case of loss of baggage, whether accompanied or not, contained in a motor vehicle;
e) EUR 1,097.00 (one thousand and ninety-seven euros) for damage to baggage as a result of damage to the motor vehicle.
f) The liability for the deterioration, destruction, and theft of baggage or other articles, in tourist accommodation establishments while clients staying there, shall be limited to: a) EUR 1,397.00 (one thousand, three hundred and ninety-seven euros) in total; b) EUR 449.00 (four hundred and forty-nine euros) per article; c) the value declared by clients for items deposited in the care of the accommodation establishment.
The travel contract may limit the compensation to be paid, provided that such a limit does not apply to personal injuries, damages caused intentionally or through negligence and is not lessthan 3 (three) times the total price of the package travel.
13.6 Any contractual compensation cap is effective only to the extent allowed by mandatory law. In particular, the original terms contemplated a cap not lower than three times the total package price, excluding personal injury and intentional or negligent damage; the precise current legal scope and drafting must be verified.
14. Transfer of a booking to another traveller
14.1 A traveller may transfer a package contract to another person satisfying all applicable travel conditions by giving reasonable notice in a durable medium; notice at least seven days before departure is treated as reasonable under the original terms and applicable package-travel framework.
14.2 We will inform the traveller of actual transfer costs and provide supporting evidence. Charges must not exceed costs actually incurred as a result of the transfer. The transferring and replacement travellers are jointly liable for the balance and lawful transfer costs.
15. Assistance during travel
15.1 Where a traveller encounters difficulty, Classic Portugal will provide appropriate assistance without undue delay, including information about healthcare, local authorities and consular services, help with remote communications and assistance finding alternative travel arrangements, as required by law.
15.2 A reasonable fee, not exceeding actual costs, may be charged only where the difficulty was caused intentionally or negligently by the traveller and where permitted by law. These obligations do not amount to an unlimited personal concierge or on-demand itinerary redesign service.
16. Insolvency protection
16.1 Where applicable, travellers are protected by the Portuguese Travel and Tourism Guarantee Fund (Fundo de Garantia de Viagens e Turismo). The original terms identify Turismo de Portugal, I.P., Rua Ivone Silva, Lote 6, 1050-124 Lisboa; telephone +351 211 140 200; info@turismodeportugal.pt. Confirm current details and the correct guarantee arrangements for the contracting entity before publication.
17. Privacy and personal data
17.1 Classic Portugal processes traveller data needed to prepare proposals, perform contracts, coordinate suppliers, meet legal duties, respond to enquiries and manage legitimate business operations, in accordance with the GDPR and Portuguese law. The applicable lawful basis will depend on the purpose; consent is not the sole basis for contractual processing.
17.2 Data may be shared with hotels, transport providers, guides, payment processors, technology vendors, insurers and authorities where necessary and lawful. International transfers will use a lawful transfer mechanism, such as an adequacy decision or approved standard contractual clauses where required.
17.3 Travellers have applicable rights to access, rectification, erasure, restriction, portability, objection and complaint to a supervisory authority. Data are retained only for the periods necessary for contractual, tax, regulatory or legal purposes. The current website Privacy Policy should give full controller identity, contact, retention and rights details.
18. Complaints and remedies
18.1 Travellers should report any problem with a contracted service promptly so that we can investigate and, where appropriate, arrange a remedy during travel. Failure to report immediately does not automatically extinguish mandatory consumer rights.
18.2 Formal complaints may be submitted through the Portuguese electronic complaints book at www.livroreclamacoes.pt. The original terms refer to a response within 15 business days and a two-year limitation period for package non-conformity claims; these periods should be verified against current applicable rules.
19. Governing law and dispute resolution
19.1 These Terms are governed by Portuguese law, without prejudice to mandatory consumer protections and jurisdiction rights applicable to travellers residing elsewhere.
19.2 The original terms identify the Provedor do Cliente das Agências de Viagens e Turismo, Rua Rodrigues Sampaio 170, 1º, 1169-120 Lisboa, provedor@provedorapavt.com, www.provedor.apavtnet.pt; and the Comissão Arbitral do Turismo de Portugal, Rua Ivone Silva, Lote 6, 1050-124 Lisboa, s.comissao.arbitral@turismodeportugal.pt. Current names, eligibility, contact details and any mandatory ADR disclosures require verification.
20. Updates to these Terms
20.1 We may update the Terms published on our website for future bookings. Unless agreed lawfully or required by mandatory law, an update does not retrospectively change an existing confirmed contract. The version supplied or incorporated at the time of contracting applies to that booking, subject to any valid agreed amendments.
21. Miscellaneous
21.1 Specific written conditions for an itinerary may supplement these Terms, but may not override mandatory rights. “Business day” excludes Saturdays, Sundays and public or bank holidays relevant to Portuguese banking and business operations. All amounts are in euros unless expressly stated otherwise.
21.2 If a provision is invalid or unenforceable, the remaining provisions continue to apply to the extent legally permissible. Notices and important changes will be communicated in a durable medium where required.
