General Terms & Conditions

Translation Notice

These General Terms and Conditions and the Standard Information Form are translated from the original Portuguese-language document. All Decree-Laws mentioned below refer to Portuguese legislation except those mentioned under European directives.

In the event of any doubt, discrepancy, inconsistency, or conflict between this United States English translation and the original Portuguese version, the original Portuguese version shall prevail and shall be the legally controlling version.

Under Article 20 of Decree-Law No. 17/2018 of March 8, the package travel contract is deemed to have been concluded upon delivery to the traveler of the booking document, the travel program (if applicable), and the corresponding standard information, together with confirmation that payment, even if partial, has been made for the trip. These General Terms and Conditions govern all package travel organized by Nortada Travels.

The Specific Conditions for each trip (itinerary, final price, included/excluded services, minimum number of participants, accommodation, etc.) will be provided to the customer in a separate document that supplements these General Terms and Conditions. For operational reasons not attributable to the agency or due to force majeure, Nortada Travels may change the order of the itinerary, modify departure times, or replace the planned hotels with others of equivalent category and location, informing the customer as soon as reasonably possible.

By making a booking and the corresponding payment, the customer declares that they have read, understood, and fully accepted these General Terms and Conditions, as well as the Specific Conditions of the package booked. The customer in whose name the booking is made declares that they have the legal capacity and authority to accept this contract on their own behalf and on behalf of all other participants included in the same booking.

Agency Identification

This contract is entered into between the traveler and the private limited company operating under the corporate name “1 MESMO MAR, LDA,” Portuguese corporate tax identification number (NIPC) 519 333 101, with registered office at Largo do Bairro Social, No. 154, 4740-596, parish of Palmeira de Faro, municipality of Esposende, registered with RNAVT (National Registry of Travel Agencies and Tourism) under number 13523, hereinafter “NORTADA TRAVELS,” with the following contact details:

• Tel.: +351 934953596
• Email: info@nortadatravels.com

The Agency’s activities are regulated by Turismo de Portugal and covered by the following insurance policies:

• Travel Agency Civil Liability Insurance: Zurich.

The Agency is also covered by the Travel and Tourism Guarantee Fund of Turismo de Portugal, as provided for in Decree-Law No. 17/2018.

The Packages

Flights

Unless otherwise stated in the Specific Conditions, Nortada Travels’ tour packages do not include flights or international/domestic transportation to the destination. The starting point and end point of the trip will always be at the destination location (airport or hotel) agreed in the Specific Conditions of the package.

Accommodation

• Room types: Double rooms may have one double bed or two twin beds, subject to accommodation availability. Single rooms are subject to an additional charge and hotel availability.
• Categories: Accommodation categories and ratings follow the official criteria of the destination country, which may differ from the standards in force at the participant’s origin country.
• Room-sharing: For customers registered individually, the agency will attempt to arrange room-sharing based on gender and order of registration. Exceptionally, due to the specific characteristics of certain accommodations (e.g., mountain huts, campsites, or local lodging), gender separation may not be feasible; the customer will be duly informed in the travel program.
• Accommodation changes: Nortada Travels reserves the right to replace planned accommodations with others of similar category and location whenever operational reasons or force majeure so require, informing the customer as soon as reasonably possible.

Primary Language

English is the primary language used for assistance, activities, and communications at the destination. The customer is responsible for ensuring that they have the necessary ability to understand that language in order to follow the trip and safety instructions properly.

Conduct, Group Dynamics, and the Role of the Guide

The trip leader/guide acts on behalf of Nortada Travels to ensure the group’s safety, compliance with the itinerary, and general harmony. The guide may adjust schedules or activities on site for operational, weather-related, or safety reasons.

The agency reserves the right to terminate any customer’s participation where their conduct endangers the group’s safety, repeatedly disregards the guide’s instructions, or causes serious and unjustified disruption to the normal operation of the trip. In such cases, the termination rules provided by law shall apply.

Registration and Payment

Nortada Travels accepts the following payment methods:

• Debit Card Payment

The traveler/customer must pay:

• At least 30% of the total trip price as a deposit if registration is made more than 45 days before the departure/trip start date, or 100% of the total trip price if registration is made within 45 days of departure.

Nortada Travels reserves the right to refuse the traveler’s participation in the trip and to assume that the customer intends to cancel the trip if payment is not made by the stipulated deadline; cancellation fees will then apply. All bookings are subject to confirmation of all services by the suppliers.

Payment does not exempt the customer from providing certain assurances necessary for the proper operation of the service and due performance of the contract, including:

• The minimum age for making a booking is 18. Minors must be accompanied by both parents, one parent, or their legal representatives.
• Completion of documents sent by Nortada Travels and return of those documents within 5 calendar days.
• Presentation of valid travel insurance for the trip dates.
• Signing of the liability and risk acknowledgement.
• Signing of the consent document for the use of personal data.
• Sending proof of payment to Nortada Travels at info@nortadatravels.com.

Price

Any amount paid to Nortada Travels includes:

• All services, taxes, and fees expressly listed in the booking confirmation.

It does not include:

• Local destination taxes (tourist, ecological, hotel, or similar taxes).
• Visas, country entry/exit fees, local airport fees, or health certificates/vaccinations.
• Personal expenses (laundry, calls, beverages, and personal items).
• Meals and optional excursions not detailed in the itinerary.
• Personal transportation, unspecified local guides, tips/gratuities, and excess baggage.

As a general rule, the price of a package trip is fixed. However, Nortada Travels reserves the right to change the price up to 20 calendar days before the departure date, exclusively where the change results from variations in:

• The cost of passenger transportation arising from the price of fuel or other energy sources.
• Taxes or fees imposed by third parties on the included services, such as lodging, landing, or embarkation/disembarkation fees at ports and airports.
• Exchange rates applicable to the trip.

Price Notification and Reduction

• Increase: Any increase will be notified to the traveler clearly, on a durable medium (e.g., email), together with the relevant justification and calculations.
• Reduction: If the above costs decrease before the trip begins, the traveler is entitled to a proportional price reduction, less the actual administrative expenses incurred by the agency, which will be justified upon request.

If the price increase exceeds 8% of the total trip price, the traveler may:

• Accept the proposed change;
• Terminate the contract without penalty and receive a full refund of all amounts paid within a maximum of 14 days after termination.

If the customer requests voluntary changes to the booking or cancels the trip outside the circumstances in which the law permits termination without charge, any non-refundable charges and costs contracted with suppliers (such as non-refundable flights, issuance fees, or additional services) will be charged to the traveler.

Termination

By the Traveler (Voluntary Cancellation)

The traveler may terminate the package travel contract at any time before it begins. In the event of voluntary termination, the traveler must pay a fee calculated according to the time between cancellation and the official starting time of the package travel date.

The fees due by the traveler are:

• More than 70 days’ notice: 30% of the total trip price.
• 70 to 45 days’ notice: 65% of the total trip price.
• Less than 45 days’ notice: 100% of the total trip price.
• No-show: 100% of the total trip price.

The traveler may terminate the contract before the trip begins without paying a termination fee if unavoidable and extraordinary circumstances occur at the destination or in its immediate vicinity (e.g., natural disasters, armed conflicts, or serious health emergencies) that significantly affect the performance of the trip or the transportation of passengers. In such cases, the traveler is entitled to a full refund of payments made, with no additional compensation.

By Nortada Travels

Nortada Travels reserves the right to terminate the package travel contract before it begins in the following situations:

• Where the trip is subject to a minimum number of participants and that number is not reached, the agency will notify the traveler in writing by the following latest deadlines:
  • 20 days before departure for trips lasting more than 6 days;
  • 7 days before departure for trips lasting between 2 and 6 days;
  • 48 hours before departure for trips lasting less than 2 days.
• Where the agency is prevented from performing the contract due to force majeure or unavoidable and extraordinary circumstances, notifying the traveler without undue delay before the trip begins.

In the situations described above, Nortada Travels will issue a full refund of all amounts paid by the customer under the contracted package within a maximum of 14 days after termination, without additional compensation as provided by law. Nortada Travels is not responsible for refunding additional services purchased independently and outside this contract.

Transfer of Contractual Position

The traveler may transfer their position under the contract and be replaced by another person who meets all requirements for the package trip, provided that Nortada Travels is informed in writing (e.g., by email) at least 7 calendar days before the scheduled departure date.

The transferor and transferee are jointly and severally liable for payment of the remaining balance of the trip price and any fees, charges, or additional costs arising from the change.

Nortada Travels will notify the service providers involved (hotels, etc.) of the change so that the contract can be properly performed.

Costs charged for the transfer will strictly correspond to the actual costs incurred by the agency as a result of the change; proof of those charges will be provided to the transferor upon request.

Complaints and Alternative Dispute Resolution

A customer wishing to submit a complaint to the Agency should first do so during the trip to the relevant service providers (guides, local agents, hotels, etc.). If the matter is not resolved, the customer may submit a written complaint to the Agency within a maximum of 10 business days after the end of the trip. The Agency will review the complaint and take appropriate action. After this period, the Agency will not accept complaints submitted by the customer.

In the event of a complaint concerning failure to provide the contracted services, the customer may invoke the Travel and Tourism Guarantee Fund under the applicable law by submitting the complaint in writing to Turismo de Portugal within 20 business days after the end of the trip.

The alternative dispute resolution entities are:

• Customer Ombudsman for Travel Agencies, available at www.provedorapavt.com;
• Arbitration Commission of Turismo de Portugal, available at www.turismodeportugal.pt;
• Other Consumer Alternative Dispute Resolution entities available at www.consumidor.pt under “Lista de Entidades RAL.”

Agency Liability

The agency is responsible for the proper performance of all travel services included in the contract. However, the Agency is not liable for:

• Unpleasant weather conditions, such as rain, wind, or heat. Cancellation or alteration of the trip on the basis of such conditions will not be permitted.
• Unannounced closure of places to be visited, such as monuments, museums, or attractions.
• Unwillingness by the traveler's side to participate in a specific or various activities during the traveler's package (meaning no refund is due by the agency in these situations).
• Changes or delays in transportation, such as buses or boats, for reasons outside the Agency’s control.
• Loss, damage, theft, or refusal of baggage by airlines, hotels, or third parties.
• Fees not related to or included in the package, such as airport, customs, hotel tourist, visa, or excess baggage fees.
• Purchase, cancellation, postponement, refund, or alteration of flights under any circumstances.
• Decisions by third parties that cause damage or loss to the customer, such as hotels or local authorities.
• Damage or costs resulting in the customer’s exclusion.
• Misinterpretations arising from language difficulties experienced by the customer or partners.
• Consequences of communication or comprehension errors.

The traveler must communicate in writing, or by another appropriate means, and without justified delay, any lack of conformity occurring during the performance of the trip. The agency is also required to provide assistance to the traveler in accordance with Article 30 of Decree-Law No. 17/2018.

Traveler Liability

The customer is responsible for:

• Ensuring that they are physically and psychologically fit to participate in the package.
• Ensuring that they have valid documentation (passport, visas, parental authorizations, proof of vaccination, etc.) and comply with destination entry requirements.
• Managing all matters relating to international transportation, including flights and transfers.
• Taking out the travel insurance required for participation in the package, for the entire duration of the trip, covering possible incidents such as delays, cancellations, baggage, and health matters.
• Carrying and supervising their baggage and belongings throughout the trip.
• Ensuring that they do not behave in a way that affects the group environment or the safety of other participants, and that they do not possess or use illegal substances or weapons during the trip; failure to do so may result in immediate and permanent exclusion without entitlement to a refund.
• Ensuring that the information relating to the service to be purchased is current and accurate.

Errors or Outdated Information

The Agency does not guarantee that information provided on the website, in brochures, or by other means is free from errors or outdated content.

The customer must check all information provided in good time and may not claim lack of knowledge as justification for failing to comply with the contract terms.

The Agency reserves the right to correct errors at any stage of the process without giving the customer any right to compensation.

Intellectual Property

All content published online, on the website, or through other means—including text, images, logos, designs, code, and trademarks—is the exclusive property of the Agency and is protected by copyright and intellectual property laws.

Copying, reproducing, transmitting, modifying, or distributing the website content or Agency content accessed through other means, in whole or in part, is prohibited without the Agency’s prior written authorization.

Changes to Website Information

The Agency is not responsible for errors or outdated content on the website, including information about prices, itineraries, availability, or conditions.

The Agency reserves the right to change, suspend, or remove any information, price, or service from the website at any time without prior notice.

The customer acknowledges that they must periodically check the information on the website. The Agency is not liable for damage or loss resulting from:

• Errors in interpreting information;
• Changes not observed by the customer;
• Failures to update the website.

The Agency does not guarantee that the website will always be available or free from technical errors.

Standard Information Form

The combination of travel services offered to you constitutes a package within the meaning of Directive (EU) 2015/2302. Consequently, you will benefit from all European Union rights applicable to package travel. The company 1 MESMO MAR, LDA, a private limited company with Portuguese corporate tax identification number (NIPC) 519 333 101, registered office at Largo do Bairro Social, No. 154, 4740-596, parish of Palmeira de Faro, municipality of Esposende, share capital of EUR 16,500, hereinafter “Nortada Travels,” will be fully responsible for the proper performance of the package as a whole.

In addition, as required by law, Nortada Travels has protection to refund your payments and, where transportation is included in the package, to ensure your repatriation if it becomes insolvent.

Essential Rights Under Directive (EU) 2015/2302

• Travelers will receive all essential information about the package before entering into the package travel contract.
• There is always at least one trader who is responsible for the proper performance of all travel services included in the contract.
• Travelers are provided with an emergency telephone number or the contact details of a point of contact through which they can reach the organizer or travel agency.
• Travelers may transfer the package to another person, subject to reasonable notice and, where applicable, payment of additional costs.
• The price of the package may be increased only if specific costs increase (for example, fuel prices), if that possibility is expressly provided for in the contract, and in any event no later than 20 days before the package begins. If the price increase exceeds 8% of the package price, the traveler may terminate the contract.
• If the organizer reserves the right to increase the price, the traveler is entitled to a price reduction if the relevant costs decrease.
• Travelers may terminate the contract without paying a termination fee and receive a full refund of any payments made if any of the essential elements of the package, other than the price, are significantly changed. If, before the package begins, the operator responsible for the package cancels it, travelers are entitled to a refund and, where appropriate, compensation.
• Travelers may terminate the contract without paying a termination fee before the package begins in exceptional circumstances, for example if there are serious security problems at the destination that are likely to affect the package.
• Travelers may also terminate the contract at any time before the package begins by paying an appropriate termination fee.
• If, after the package begins, significant elements cannot be provided as agreed, suitable alternative arrangements must be offered to the traveler at no extra cost. The traveler may terminate the package travel contract without paying a termination fee if services are not performed in accordance with the contract, that lack of conformity substantially affects the performance of the package, and the organizer has failed to remedy it.
• Travelers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed.
• The organizer and retailer must provide assistance if a traveler is in difficulty. If the organizer or retailer becomes insolvent, payments will be refunded. If the organizer or retailer becomes insolvent after the package begins and transportation is included in the package, travelers’ repatriation is guaranteed. Nortada Travels has insolvency protection through the Travel and Tourism Guarantee Fund (FGVT). Travelers may contact that entity or, where applicable, the competent authority (Turismo de Portugal I.P., Rua Ivone Silva, Lote 6, 1050-124 Lisbon; Tel. 211 140 200; Fax 211 140 830; info@turismodeportugal.pt) if services are refused because Nortada Travels is insolvent.

Website providing Directive (EU) 2015/2302 as transposed into national law: www.dre.pt