Terms & Conditions

1. General Conditions

• 1.1. These Terms govern all bookings, payments, cancellations, rescheduling, and participation in any cultural walk or experience offered on this website.
• 1.2. The service consists of private cultural walks focused on storytelling, local insights, and urban exploration. This is an informal cultural walk led by a local storyteller — not an official guided tour or travel agency activity.
• 1.3. By booking, you declare that you are over 18 years old and legally able to enter into this agreement.
• 1.4. The duration provided in the tour description is approximate and may vary depending on the client's pace, interests, and external factors.

2. Booking & Payment

• 2.1. All bookings must be made through the website using the available payment systems (Stripe, PayPal or equivalent).
• 2.2. The total price shown at checkout is the final price.
• 2.3. A booking is only confirmed after successful payment.
• 2.4. You will receive instant confirmation by email/WhatsApp with the meeting point and relevant details.
• 2.5. Any additional fees for monument entries, food, drinks or transportation are not included unless explicitly stated in the description.

3. Rescheduling Policy

• Rescheduling is free up to 24 hours before the experience.
• Requests made less than 24 hours before the scheduled time count as cancellation (see section 4).
• Rescheduling depends on availability and is not guaranteed.

If the service provider must reschedule due to personal emergency or severe weather, you may choose between:
(a) a new date;
(b) a full refund.

4. Cancellation & Refund Policy

4.1. Cancellations by the customer

• More than 24h before the experience → 100% refund
• Less than 24h → No refund
• No-show → No refund

Private experiences require exclusive time allocation, which justifies strict policies.

4.2. Cancellations by the local host

If the local host cancels for any reason (illness, emergency, unsafe conditions), you will receive a full refund or rescheduling, at your choice. No additional compensation is owed.

4.3. Refund Processing Time

Approved refunds are processed via the original payment method used at checkout.

Refunds usually take 5 to 10 business days to appear in the customer's account. However, processing times may vary and can take longer depending on the payment provider (such as Stripe or PayPal), the card issuer, and the customer's bank.

Once a refund has been initiated, the service provider has no control over the timing of the funds being credited.

5. Late Arrivals

• There is a 20-minute waiting tolerance at the meeting point.
• After 20 minutes, the booking is considered a no-show (no refund).
• The experience may be shortened proportionally to the delay without affecting the price.

6. Safety & Participation Requirements

• 6.1. Participants must be physically able to walk for the duration of the experience, including uphill streets, stairs, uneven pavements and outdoor conditions.
• 6.2. You agree to follow all safety instructions given during the walk.
• 6.3. If any participant behaves in a disrespectful, unsafe, or disruptive manner, the experience may be ended immediately without refund.
• 6.4. Alcohol or substance intoxication during the experience is strictly prohibited.
• 6.5. The service provider commits to acting with reasonable care but cannot eliminate natural risks inherent to walking in public urban spaces.

7. Itinerary Adjustments & Weather Conditions

• 7.1. Experiences take place rain or shine, unless weather conditions represent a risk (storms, heavy wind, flooding), as determined by the local host.
• 7.2. Minor itinerary changes may occur due to special events, closures, construction, safety considerations, or crowd control. These do not entitle refunds.
• 7.3. The experience does not include entrance tickets to monuments, museums or churches. If guests wish to enter any venue on their own during the experience, they are free to do so, but this is entirely at their own initiative and responsibility, and is not part of the service provided by the local host.
• 7.4. Access inside monuments, museums or churches is not guaranteed and depends on third-party schedules, availability, and external restrictions.

8. Liability Limitations

(Legally safe for Portugal)

To the maximum extent permitted by Portuguese law:

• 8.1. The service provider is not liable for damages or incidents arising from causes beyond reasonable control, including but not limited to: pre-existing personal health conditions; lack of physical ability; lost or stolen belongings; delays or disruptions caused by third parties; severe or unexpected weather conditions; decisions by third-party venues or authorities; acts of the general public or other participants.
• 8.2. By joining the experience, you acknowledge that urban walking involves inherent risks (uneven pavements, stairs, traffic, public spaces), which you voluntarily assume.
• 8.3. You are responsible for evaluating your physical condition before booking.
• 8.4. The service provider's maximum liability is limited to the amount paid for the experience.

9. Photography & Image Use

• 9.1. Photos and videos may be taken during the experience for documentation or promotional use.
• 9.2. By participating, you grant non-exclusive, royalty-free permission for the local host to use such images in promotional materials, including social media.
• 9.3. If you do not wish to appear in photos or videos, please inform us before the experience begins.

10. Data Protection

• 10.1. Personal data is used only to process your booking and communicate essential details.
• 10.2. Data is never sold or shared with third parties unless required by law.
• 10.3. Communications may occur through email, WhatsApp, SMS or phone call.
• 10.4. By booking, you consent to be contacted solely regarding your reservation.

11. Force Majeure

Events beyond reasonable control may impact your booking, such as extreme weather, protests, strikes, natural disasters, health emergencies, transportation failures or government restrictions. In such cases, we will attempt to reschedule or provide a reasonable solution, but no additional compensation is guaranteed.

12. Governing Law & Jurisdiction

These Terms are governed by Portuguese law, with exclusive jurisdiction in the courts of Coimbra, Portugal.

13. Intellectual Property / Direitos de Propriedade Intelectual

All content on this website — including texts, tour descriptions, brand name, logo, design elements, layout, photos, videos, and any other creative materials — is the exclusive property of Coimbra Private Tours by Mateus, and is protected under Portuguese and international copyright law.

No content may be copied, reproduced, modified, distributed, or used for commercial purposes without prior written authorization from the owner.

Any unauthorized use will be subject to appropriate legal action.

14. Acceptance of Terms

By completing a booking, you confirm that you have read, understood and accepted all Terms & Conditions.