Terms & Conditions

General

These Terms and Conditions govern the contractual relationship between you (Customer) and us (Our island – Our Island, Lda). Our island – Our Island, Lda is a travel agency based in Rua Serpa Pinto, 32, Horta, Faial Island, with a share capital of 6000 €, registered at Conservatória do Registo Comercial da Horta, with the tax and commercial registration number 513833722, with the RNAVT (National Registry of Travel and Tourism Agencies) registration number 6109 and RRAAT (National Registry of Touristic Animation Agents) nº 8/2016/RAA.
Our island – Our Island, Lda travel agency, referred to as Our island – Our Island, Lda or as the Agency in these Terms and Conditions, is responsible for organizing retreats and tours.
These Terms and Conditions are complemented by the specific participation conditions of the retreat/tour that the Customer signs up to.
By hiring our services, the Customer fully acknowledges and accepts these terms and conditions and enters into a binding agreement with Our island – Our Island, Lda.

Liability and Agency Insurances

The responsibility of the Agency is guaranteed, under current legislation, by the Travel and Tourism Guarantee Fund of the Tourism of Portugal and by the liability insurance through Fidelidade Insurance Company, with the insurance policy number RC63874002.
The Agency is also insured, under current legislation, by a liability insurance and a personal accidents insurance through Mútua dos Pescadores Insurance Company, with the policy number 85/00023640, in order to be able to practice tourism entertainment activities.

Booking and Payment

The Customer’s day tour booking will only be validated after paying 30% of the total value of the chosen tour. The Costumer agrees to pay the remaining cost of the tour on the tour day. The customer is in charge of any fee associated to the bank transfer operation when he proceeds the payment.
The Customer’s retreat booking will only be validated after filling in the form, provided on the Agency’s website, in the chosen retreat, and after full payment or after paying 30% of the total value of the chosen trip, within 15 days after receiving the data for payment. The Customer agrees to pay the remaining cost of the trip up to 30 days before the starting date of the retreat. If booking takes place 30 days or less before the starting date of the trip, the total price of the booking must be paid upon reservation, being the latter subject to confirmation. Our island – Our Island, Lda reserves the right to cancel any registration that does not fulfill the payment conditions described above. The customer is in charge of any fee associated to the bank transfer operation when he proceeds the payment. The Costumer can pay by bank transfer, credit card (by Redunicre), PayPal or in cash.

By hiring Our island – Our Island, Lda, the Customer assumes several commitments:
– The Customer acknowledges and accepts these Terms and Conditions of participation, as well as the specific participation conditions of the retreat/tour program that the Customer signs up to.
– The Customer acknowledges that is in good health conditions to follow the signed up retreat/tour. The Customer also accepts the nature of the chosen retreat/tour, specifically the risks involved in the activities and the possibility of not having immediate access to medical care.
– The Customer is aware of the physical, cultural and psychological requirements that the retreat/tour may involve and that could lead to unexpected situations.

VAT

All prices listed on the Agency’s website already include the Value Added Tax (VAT) according to the rate applied in the Azores Archipelago.

Insurances

The Customer must purchase a travel insurance, independent from the Agency. This insurance should be appropriate for the duration of the trip, the destination and the type of activities. By not getting a travel insurance or by purchasing an inappropriate travel insurance, the Customer automatically exempts Our island (Our Island, Lda) and all its service provider partners from any and all liabilities related to consequential risks and to associated costs that the Customer may have for not having purchased the recommended protection.

Air Travel

The Customer’s flight(s), from and back to his homeland, has to be purchased by the Customer. It is the Customer’s responsibility to ensure that he arrives at the town of Horta on the first day of his chosen retreat.

Accommodation

Our island (Our Island, Lda) provides accommodation for its retreats in double rooms in Local Accommodation Houses, Apartments or Rural Tourism Houses. In certain cases, the accommodation may be in 3 (or more) bed dorms.

Documentation

The Customer is responsible for all personal or family documents (ID card, passport, visa, vaccination certificate and other documents) required by any applicable laws to travel to the Archipelago of the Azores and to enjoy the selected retreat/tour. The Agency declines any responsibility for the refusal to grant visas or denying entry permission to the Customer in Portugal. The conditions described in the clause “Cancellations” are applied in these cases. The Customer is also responsible for any cost that may occur from this situation.

Minimum Number of Participants on a Retreat 

The minimum number of participants per retreat is 4 and the maximum is 7. If the minimum set number of participants is not reached, the Agency can adjust the price for less participants. Our retreats are private.

Minimum Number of Participants on a Day tour

Our tours are private, so the minimum number of participants per tour is 1 person.

Price Changes

The prices shown in the Retreats are based on the costs of the services and may, therefore, suffer changes associated to transport or fuel variation costs, catering, taxes, among others. If the Customer has already done the reservation payment or paid for the whole retreat and price changes occur, the Customer will not be affected by these price changes.

Changes in the Activities

Whenever there are reasons beyond the Agency’s control, the Agency may change the order of the routes, the schedule of the activities or replace any planned accommodation or transport by another one similar in category and location. If the weather conditions are unfavorable, the Agency may change the activities.

Failure to Comply

If, for reasons not imputable to the Agency, the Agency determines the cancellation of the retreat/tour, the Customer can still choose to participate in another retreat/tour, which must be equivalent to the one cancelled in terms of cost and must have availability. If the proposed replacement retreat/tour is at lower price than the cancelled one, the Customer will be refunded for the difference. If the client is not interested in participating in another retreat/tour, the amount will be refunded in full.

Date Changes

The Customer may not change his reservation to another date or to another retreat/tour without the fully express consent of Our island (Our Island, Lda). In case it is possible to change the date or the retreat/tour, this change may be subject to extra expenses and charges.

Registration Transfer

The Customer may transfer his reservation to another person who meets all the requirements of the trip if the Customer informs the Agency of this transference at least 60 days before the date of the activity, under penalty of being considered a withdrawal of the chosen activity.
Both transferor and transferee are responsible for the payment of the retreat/tour and for any additional charges that may occur.

Cancellations

If the Customer or any of his accompanying persons withdraw from the retreat/tour, the Customer will lose the amount paid on the act of booking – the deposit of 30% of the total price of the retreat/tour. The deposit is only refundable if the Agency cancel the tour for some reason; or if it’s a cruise ship that cancels the tour.

If the Customer or any of his accompanying persons withdraw from the retreat/tour after having fully paid for it, the Customer will receive a refund of 70% of the trip cost if the Customer cancel until 30 days before the retreat starting day or the day tour.

Refunds

After the beginning of the retreat/tour, there will be no refund for unused services by the Customer. The failure to comply with the planned services in the retreat/tour for reasons not imputable to the Agency and the impossibility to replace those services by others equivalent gives the Customer the right to be reimbursed for the difference between the price of the services planned and the ones actually rendered.

Complaints

Only complaints presented in writing within no more than 20 days after the end of service delivery may be considered. These complaints can only be accepted if they have been previously communicated to the service providers (accommodation, guides, local agents, etc.) during the trip sequence and if proven through the documents that should be required from the service providers when the event occurs.
Any conflict deriving from this service agreement shall be settled by the Tribunal Judicial da Comarca da Horta, expressly waiving any other agreement and all matters not expressly governed by these Terms and Conditions of participation will apply to Portuguese law.

Baggage and Personal Belongings

The Agency is not responsible, in any situation, for baggage and other belongings that the Customer and his accompanying person(s) may carry, regardless of the place or means of transport in question. It is recommended that the Customer gets luggage insurance and that is always present in the loading and unloading of his baggage. In case of theft, damage or destruction of baggage, the Customer and his accompanying person(s) must claim immediately in writing with the service provider identity and/or identity responsible for the baggage deposit, keeping a copy of the complaint. The responsibility of the Agency may only be exercised by submitting the complaint evidence referred to in the previous paragraph.

Note

These Terms and Conditions are complemented by the program retreat/tour that the Customer and his accompanying person(s) have chosen. This program retreat/tour comprises the particular conditions of participation in the retreat/tour. These Terms and Conditions may also be complemented by other specific conditions that will be sent to the Customer upon registration, or other since agreed by both parties.