Terms and Conditions

Estrela d’Alva Tours, LDA

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1. ABOUT THE COMPANY

Estrela d’Alva Tours, Lda is a tourist entertainment company, Licence RNAAT 121/2014, issued by the Instituto do Turismo de Portugal, I.P., headquartered at Avenida da República, 97 r / c Postal code 1050 -190 Lisbon. The Licence can be found on the Turismo de Portugal website at the following link http://registos.turismodeportugal.pt/RNAAT.aspx?Nr=121%2f2014

2. ABOUT OUR INSURANCES

Within the scope of our services (Tours, Walking Tours and Transfers), Estrela d’Alva Tours, Lda customers are covered by the following insurances:

2.1 Personal Accident Insurance according to the law in force;

2.2 Civil Liability Insurance according to the law in force;

2.3 Travel Insurance when services are performed outside the Portuguese territory.

For insurance activation purposes, Customers must provide their full name and date of birth.

3. ABOUT THE CLEAN & SAFE ESTABLISHMENT SEAL

Estrela d'Alva Tours, Lda reinforced its internal protocol regarding Health and Safety and implemented an internal protocol related to the coronavirus outbreak COVID-19 which, according to the recommendations of the Portuguese Health Authority (DGS), ensures the necessary hygiene to avoid contagion risks and ensures safety procedures for the operation of our activity. The Clean & Safe Establishment Seal was created by Turismo de Portugal, which provided specific training to our team on:

Internal protocol for the COVID-19 coronavirus outbreak;
How to comply with the basic precautions for prevention and infection control in relation to the COVID-19 coronavirus outbreak, including the procedures: hand hygiene, respiratory etiquette and social conduct, how to comply with daily self-monitoring to assess fever (measure body temperature) twice a day and record the value and time of measurement), check for cough or difficulty breathing and how to comply with the guidelines of the Portuguese Health Authority (DGS) for cleaning surfaces, namely the interior of our vehicles.

4. ABOUT OUR SERVICES

Estrela d’Alva Tours, Lda services are private in the following options:

1-day tours;
Multi-day tours;
Tailor-made tours;
Thematic tours
Walking tours.

5. ABOUT THE EXCEPTION

The REAL Lisbon Street Art Tour can be private or semi-private.

6. ON THE DURATION OF THE TOURS

1 day tours | 8 hours duration;
Multi-day tours | 8 hours duration per day;
Tailor-made tours | 8 hours duration per day;
Thematic tours | 2 hours | 3 hours | 4 hours;
Walking tours | 2 hours | 3 hours.

7. ON WHAT'S INCLUDED / WHAT'S NOT INCLUDED

In our proposals/quotations, Estrela d’Alva Tours informs the Client, in addition to the value, what is included and what is not included in our services.

8. ABOUT THE PICK UP & DROP OFF

Estrela d'Alva Tours, Lda provides the pick-up and drop off service at the Hotel or Apartment where the Clients are staying.

9. ON TRANSPORT AND CUSTOM MONITORING OF OUR GUIDES

9.1 Estrela d’Alva Tours, LDA conducts its tours and transfers with its own fleet (vans of up to 9 seats) with air conditioning and a high level of comfort;

9.2 As a rule, our tours are private and in small groups. However, we also receive groups with a larger number of people using vehicles with adequate capacity for the group. In these cases, we hire a larger vehicle with a driver. The group is accompanied by one of the Estrela d’Alva Tours guides;

9.3 Our tours are carried out with personalized monitoring throughout the day.

10. ON THE RULES FOR THE USE OF OUR VEHICLES

Estrela d’Alva Tours, Lda practices a non-smoking policy in its transport services;

Estrela d’Alva Tours, Lda requests that alcohol and soft drinks should not be consumed in its transport services.

11. ON THE PRICE LIST

11.1 As a rule, our services are calculated for the group (and not per person);

11.2 The values shown include VAT, according to the rate in force.

12. ABOUT THE BOOKING CONFIRMATION REQUEST

Reservations are received instantly through the booking software. In case of hindrance, we will contact you for rebook/cancellation.

13. ON PAYMENT

For the purposes of online booking confirmation, Estrela d’Alva Tours, Lda requests the payment on the total value of the service. Contact us for other options.

14. ABOUT THE PAYMENT METHOD

For online reservations, payment is made by Credit Card only.
Below are the forms of payment for direct reservations:
• Bank Transfer;
• PayPal;
• Credit Card;
• Cash.

15. ABOUT OUR CANCELLATION POLICY

Estrela d’Alva Tours, Lda refunds the value of services already paid or partially paid and not performed, if the cancellation request is made in the following terms:

15.1 Customers will receive a full refund or credit with 24 hours notice of cancellation. Customers will also receive a full refund or credit in case of operator cancellation due to weather or other unforeseen circumstances. Contact us by phone to cancel or inquire about a cancellation. No-shows will be charged the full price.
15.2 The customer can reschedule the date of the service, so a voucher of the amount paid will be provided in order to use it on a date that best suits him.

16. ABOUT OTHER CONDITIONS

16.1 Estrela d'Alva Tours, Lda is not responsible for excess baggage or baggage whose dimensions, due to lack of prior notice, make it impossible to transport them in the reserved vehicle;

16.2 In the event of the impossibility of providing one or more services, for reasons external to Estrela d’Alva Tours, Lda, they will be replaced by equivalent services.