Terms and Conditions
Ella Trip is a registered trademark owned by the company Barbara de Sousa Xavier Unipessoal Lda at Avenida das Acácias, 14, Loja 2. Odivelas. Portugal. Social Capital of 5000.00 €. Tourism Registration: RNAAT nº593/2016.
Payment and Reservation
Reservations will only be considered confirmed once Barbara de Sousa Xavier Unipessoal Lda send you a confirmation e-mail. For tour and/or service values over 250 euros, a reservation deposit is required (25% of the total booked). If you do not receive the e-mail, please contact us as there may have been an error in the reservation process (Note: check your junk box or spam). The remaining amount will be paid in person, in cash or debit/credit card, on the day of the first tour and/or contracted service. The deposit must be paid, up to 15 (fifteen) days before the scheduled date of the first tour and/or service contracted.
All values are in euro (€). The prices are inclusive of taxes and are subject to change without notice until the time of booking. Prices do not include extras of any kind or expenses that are not properly specified in the tour description on the website. If for reasons of fortuitous reasons or of greater forces not attributable to Barbara de Sousa Xavier Unipessoal Lda, the tour or service provided should be shortened or extended, the possible expenses occasioned by this situation will be exclusively the responsibility of the clients.
For tuk-tuk tours in Lisbon, the minimum age allowed by law for children is 7 years old. For car tours in Portugal it's necessary to know the age/weight of the child, to provide the appropriate safety items.
Changes, cancellations and refunds
If the customer decides to change or cancel a reservation, the effective date of change and cancellation will be the date we receive the notification by email or text message. The cancellation request must be confirmed by Barbara de Sousa Xavier Unipessoal Lda as received to be considered effective. Please note that once the reservation has been made, if the client desists of performing the tour (s) and / or contracted service (s), a fixed fee of 20% will be charged. This amount is to cover administrative costs. No refunds will be made once the tour or service has started. Canceling a reservation with Barbara de Sousa Xavier Unipessoal Lda may result in the application of cancellation fees by Barbara de Sousa Xavier Unipessoal Lda, and upon canceling any reservation, the client will be notified by email of the total fees cancellation, as described in the following sections:
a) Cancellation with at least 7 calendar days in advance, full refund will be granted (less 20% administrative fee).
b) Cancellation between 3 and 6 days in advance, the client will pay a cancellation fee of 50% (plus 20% administrative fee).
C) Cancellation with 2 or 1 calendar days in advance, the client will pay a 100% cancellation fee.
Important 1: No refund will be offered if the customer is late for the tour and/or unable to find the meeting point. Both are the responsibility of the customer. Please arrive at the indicated departure point 10 MINUTES BEFORE THE ADVERTED TIME. You can choose the starting point when booking by the website.
Important 2: Customers who voluntarily give up a tour and/or service previously paid to Barbara de Sousa Xavier Unipessoal Lda, will not have the right to demand any return for tours and services. There is no refund for any unused tour and/or service.
Important 3: Barbara de Sousa Xavier Unipessoal Lda reserves the right to cancel a tour and/or service for force majeure reasons and/or for safety reasons. In such cases customers will be notified as soon as possible and options will be offered in the following order: transfer to another tour of similar price, transfer to a similar tour with another tour company, or full price refund of the service not provided.
Smoking is not allowed in any of our transport vehicles, according to Law no. 37/2007 of August 14th. Drug consumption is not allowed on any of our tours and services. Barbara de Sousa Xavier Unipessoal Lda reserves the right to refuse accepting any person or people whose behavior may be an offense or threat to other clients and the good progress of the tour or service provided. In these cases, the total cancellation fee (= no refund) will apply and we will not have any liability to such customer (s).
Barbara de Sousa Xavier Unipessoal Lda is not responsible for damages or loss of luggage and/or personal belongings.
On tuk-tuk tours it is not allowed to carry luggage. Only handbags or backpacks.
Route changes / Alternatives
We reserve the right to change schedules or tourist itineraries due to bad weather, traffic problems or road works, availability of attractions, or any other situation beyond our control. Such itineraries will be replaced by others of the same value. Refunds will not be offered under these circumstances.
Important: Barbara de Sousa Xavier Unipessoal Lda undertakes, whenever possible, to respect the departure and arrival times of the tours and services provided indicated on this site. Unfortunately, given the nature of the tourism product offered, we will not be responsible for any delay in the specified departure and/or arrival times.
Barbara de Sousa Xavier Unipessoal Lda, has all insurances in according to the law: Civil Liability Insurance, Group Insurance (for passengers) and vehicle insurance.
Important: The price of the tour or service does not include Travel Insurance.
Complaints and customer support
All doubts and/or complaints should first be communicated to the person responsible for the tour or service, who will make every effort to resolve the situation. If it is necessary to formally file your complaint, request the company's Complaint Book. For further information or to clarify any doubts, you can contact Barbara de Sousa Xavier Unipessoal Lda by e-mail or, if you prefer, by telephone 00351 965 598 831 or 00351 961 801 107.
We have no responsibility for the quality of services provided by partners. In case of service failure, the client should contact directly the company that provided the service.