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
Day trips:
The Customer’s day trip booking will only be validated after paying 30% of the total value of the chosen trip. The Costumer agrees to pay the remaining cost of the trip on the tour day. The customer is in charge of any fee associated to the bank transfer operation when he proceeds the payment.
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 day trip that the Customer signs up to.
– The Customer acknowledges that is in good health conditions to follow the signed up day trip. The Customer also accepts the nature of the chosen day trip, specifically the risks involved in the activity and the possibility of not having immediate access to medical care.
– The Customer is aware of the physical, cultural and psychological requirements that the day trip may involve and that could lead to unexpected situations.
Multi-day / custom trips:
The Customer’s multi-day trips booking will only be validated after paying 50% of the total value of the chosen trip, within 8 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 trip. 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 multi-day trip that the Customer signs up to.
– The Customer acknowledges that is in good health conditions to follow the signed up multi-day trip. The Customer also accepts the nature of the chosen multi-day trip, specifically the risks involved in the activity and the possibility of not having immediate access to medical care.
– The Customer is aware of the physical, cultural and psychological requirements that the multi-day trip 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.
Accommodation
Our island (Our Island, Lda) provides accommodation for its multi-day trips/programs in several types of accommodation, like Hotels, Guesthouses, Apartments or Rural Tourism Houses.
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/maximum Number of Participants on a trip
All our trips are private, so the minimum number of participants per trip are 2 people. The maximum is 7 participants. We can accept more than 7 participants, if the Customer agrees with special conditions.
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 Trips
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 trip/tour, the Customer can choose to participate in another trip/tour. If the proposed replacement trip/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 trip/tour, the amount will be refunded in full.
Date Changes
The Customer may not change his reservation to another date or to another trip/tour without the fully express consent of Our island (Our Island, Lda). In case it is possible to change the date or the trip/tour, this change may be subject to extra expenses and charges.
Cancellations
Day trips:
If the Customer or any of his accompanying persons withdraw from the day trip, the Customer will lose the amount paid on the act of booking – the deposit of 30% of the total price of the day trip.
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.
Multi-day / custom trips:
If the Customer or any of his accompanying persons withdraw from the multi-day trip, the Customer will lose the amount paid on the act of booking – the deposit of 50% of the total price of the program, if the cancellation is made up to 1 month before the start of the program.
The Customer will receive a refund of 30% of the total price of the trip if the Customer cancel until 2 weeks before the trip starting day.
The deposit is only refundable if the Agency cancel the tour for some reason.
Refunds
After the beginning of the trip, there will be no refund for unused services by the Customer. The failure to comply with the planned services in the trip 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.
