1. Tours and Packages
1.1. The various tours and packages presented by UPSTREAM – TRY PORTUGAL are copyrighted products tailor made by the company.
1.2. Buying a day tour or a 7 day+ tour package (private or in group) ensures the customer the services that are described in the tour package, such as: transportation, guide service throughout the day and throughout the trip, admission tickets to monuments when mentioned, tasting of traditional food when mentioned, wine tasting when mentioned, accommodation and meals at quality hotels when mentioned, sport equipment when mentioned. Any extras not mentioned in the program are not included in the tour and costs will be of customer’s responsibility. Extra changes are possible when previously presented and agreed with the customer.

2. Reservations and Payments
2.1. In order to confirm a Reservation of any program customer must deposit
50% of the full quotation, settling the remaining amount 20 days before arrival. If a Reservation is done within the 20 days prior to the tour, the deposit must be of the full quotation.
2.2. UPSTREAM – TRY PORTUGAL reserves the right to cancel any reservation for which payment has not been effected under the above condition. There will be a refund of 50% of the Reservation deposit.
2.3. Price changes in tours: The quotation sent to customers expires in 15 days. After this period, prices may suffer alteration due to several changes according to availability of the hotel partner, transportation partners, tour guides, and other services included in the packages/tours.
2.4. Payments can be process by Visa, PayPal or SWIFT Bank Transfer.

3. Taxes
3.1. Quoted prices do not reflect the value added tax (VAT) at the current local rates. This fee is mandatory in EU countries and where the service is operated.
3.2. Day tourism taxes may be applicable in some major cities and will be charged directly by the hotel/accommodation entity.

4. Customer Cancellations, NO-SHOW and Changes
4.1. If you must cancel your reservation, your cancellation fee will be determined according to the terms outlined in the chart below. Transfers to another trip or to a holding account for a future trip are only allowed before final payment, after which time our cancellation policy applies. If the trip costs more than your original trip, you must pay the difference. Total deposit is transferable as a future trip credit to be used by the same traveller towards an UPSTREAM – TRY PORTUGAL tour departing within 24 months of the original trip cancellation date. This credit cannot be extended beyond 24 months and may be transferred to another trip only once. Transfer policy does not apply to Private Trips.
Reimbursement:
Number of days prior to your trip:

270+ 100% Refund of deposit
61- 269 50% Refund of deposit or 75% of tour cost
21-60 0% Refund of deposit or 50% of tour cost
0-20 0% Refund of tour cost (Cancellation fee)
4.2. In case of NO-SHOW, UPSTREAM – PORTUGAL will not make any reimbursement concerning the trip of the absent customer. This applies to hotels, restaurants, entrance fees, transfers, equipment, or any other logistic described in the program.
4.3. Customers may reallocate their participation and payment with a substitute person, who satisfies all the conditions required for the trip, provided of notification to UPSTREAM – TRY PORTUGAL with at least 15 days prior to arrival date and upon written confirmation of acceptance of service providers included in the tour.
4.4. There is no refund for arriving late or leaving a trip early.
4.5. Private rooms and staterooms, bike or sport equipment rentals and internal travel charges are considered part of the total trip cost and are subject to this specific cancellation fee contracts. Percentage charges are calculated on total tour cost.
4.6. Exceptions to our cancellation policy cannot be made for any reason, including weather, terrorism, civil unrest or personal emergencies.

5. Cancelation and Changes by UPSTREAM – TRY PORTUGAL
5.1. UPSTREAM – TRY PORTUGAL reserves the right to change the order of the itinerary or services provided, like hours of departure, routes, activities or replace any hotel initially planned by others of similar category in exceptional cases.
5.2. UPSTREAM – TRY PORTUGAL reserves the right to cancel any tour for any reason determined in our sole discretion, including if there are too few participants, or if the quality of the trip or the safety of the customer is compromised. In such a case, customers will be entitled to total reimbursement of the amounts already deposited.
5.3. In the event of cancellation, UPSTREAM – TRY PORTUGAL is not responsible for any loss incurred on account of non-refundable or nontransferable air tickets or other unrecoverable travel costs of customers.

6. Luggage and Valuable Responsibility
6.1. UPSTREAM – TRY PORTUGAL only takes responsibility and covers costs for any damage or loss of luggage in multi-day program when customer’s luggage has been kept in the transfer car, bus or mini-bus, up to a maximum limit of 500 EUR per luggage piece.
6.2. UPSTREAM – TRY PORTUGAL is not responsible for the customer’s luggage when it is kept inside the hotel/accommodation room. Rules and regulations of the hotel will be applied.
6.3. Under no circumstances is UPSTREAM – TRY PORTUGAL responsible for the loss or theft of valuable items such as jewelry, money, personal documents, credit cards, documents, projects, paintings or valuable artifacts, sport equipment, electronics that have not been deposited accordingly to general safety compliance rules of the accommodation entity or has been stowed accordingly by the transfer car, bus or mini-bus.

7.Insurance
7.1. The services operated by UPSTREAM – TRY PORTUGAL are covered by insurance, as required by Portuguese law of Entertainment Tourism Agency, Decree Nº 95/2013 of July 19th and Degree Nº 108/2009 of May 15th for liability insurance, as well as personal accident insurance.
7.2. Liability Insurance contracted guarantees: The minimum amount covered by insurance is 50,000 EUR covering the risks arising from the activity, guaranteed compensation for property damage and personal injuries caused to customers or third parties by actions or omissions of UPSTREAM – TRY PORTUGAL or their representatives.
7.2.1. Personal Accident Insurance, contracted guarantees:
7.2.1.1. Death by accident: 20 000 EUR
7.2.1.2. Permanent Disability by accident: 25 000 EUR
7.2.1.3. Medical expenses: 3 500 EUR
7.2.1.4. Funeral expenses: 3 000 EUR

8. Documentation
Customers should always have with them updated personal documentation (passport, permits, visas, updated vaccines, documentation regarding dietary restrictions, medication, etc.).

9. Complaints
Customers reserve the right to complain for the services provided or any other aspect that has gone against the quality of service. These complaints shall only be considered when submitted in writing to UPSTREAM – Valorização do Território, Lda., within 30 days after the end of the tour in compliance to the Portuguese Law. Complaints must be sent to our head office via letter.