Terms and Conditions
Ella Trip, is a registered trademark owned by the company Barbara de Sousa Xavier Unipessoal Lda, headquartered at Avenida das Acácias, 14, Loja 2. Odivelas. Share capital of € 5000.00. Registration in Tourism, RNAAT nº593 / 2016.
Payment and Booking
Reservations will only be considered confirmed once Barbara de Sousa Xavier Unipessoal Lda sends you a confirmation email. For tour and / or service priced over 250 euros, a reservation deposit (25% of the total contracted) is required. If you do not receive this email, please contact us, as there may have been an error in the booking process (Note: check your junk or spam box). The remaining amount will be paid in person, in cash, debit or 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 contracted service.
All prices are in euros (€). Prices include taxes and are subject to change without notice until the reservation is completed. Prices do not include extras of any kind or expenses that are not properly specified in the tour description on the website. If, due to fortuitous reasons or force majeure not attributable to Barbara de Sousa Xavier Unipessoal Lda, the tour or service provided should be shortened or extended, the possible expenses caused by this situation will be exclusively borne by the customers.
For tuk-tuk tours in Lisbon, the minimum age allowed by law for children is 7 (seven). For car tours around Portugal it is necessary to know the age / weight of the child/children so that we can provide the appropriate safety items.
Changes, cancellations and refunds
If the customer decides to change or cancel a reservation, the effective date of the change and cancellation will be the date on which we receive notification by email or text message. The cancellation request must be confirmed by Ella Trip as received in order to be considered effective. Please note that once the reservation is made, if the customer gives up on taking the tour(s) and / or the contracted service (s), a flat fee of 20% will be charged. Reservation deposit amount to cover administrative costs. No refunds will be available 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 when canceling any reservation, the customer will be notified by email regarding the total fees cancellation, as described in the following paragraphs: a) Cancellation at least 7 calendar days in advance, full refund will be granted (less the 20% fixed fee).
b) Cancellation between 3 and 6 calendar days in advance, the customer will pay a 50% cancellation fee (plus a 20% fixed fee). C) Cancellation with 2 or 1 calendar days in advance, the customer will pay a 100% cancellation fee.
Important 1: No refunds will be offered if the customer is late to start the tour and / or is unable to find the meeting point. Both are the customer's responsibility. Please arrive at the departure point indicated 10 MINUTES BEFORE THE ANNOUNCED TIME. You can choose the starting point at the time of booking on the website.
Important 2: Customers voluntarily withdraw from a tour and / or service previously paid to Barbara de Sousa Xavier Unipessoal Lda, will not be entitled to demand any refund for said 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 due to force majeure and / or security reasons. In such cases, customers will be notified as soon as possible and will be offered the following options, in the following order: transfer to another tour of similar value, transfer to a similar tour with another tour company, or full refund of the value of the service not provided .
Smoking is not permitted in any of our transport vehicles, according to Law No. 37/2007, of 14th August. Drug use is not allowed on any of our tours and services. Barbara de Sousa Xavier Unipessoal Lda reserves the right to refuse to accept any person or people whose behavior may be an offense or threat to other customers and the smooth running of the tour or service provided. In such cases, the total cancellation fee (= no refund) will be applied and we will have no liability to said customer (s).
Barbara de Sousa Xavier Unipessoal Lda is not responsible for damage or loss of luggage and / or personal belongings. On tuk-tuk tours it is not allowed to carry luggage, only handbags or backpacks.
Itinerary changes / Alternatives
We reserve the right to change tourist schedules or 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 in 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 website. Unfortunately, given the nature of the tourist 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 insurance in accordance with the law in force. They are: Civil Liability Insurance, Group Insurance (for passengers) and vehicle insurance.
Important: The price of the tour or service provided does not include Travel Insurance.
Complaints and customer support
All doubts and / or complaints must be initially 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 register your complaint, request the company's Complaints Book. For additional information or to clarify any doubts, you can contact Barbara de Sousa Xavier Unipessoal Lda by e-mail or, if you prefer, by calling 00351 965 598 831 or 00351 961 801 107.
We have no responsibility for the quality of services provided by partners. In the event of a service failure, the customer must contact the company that provided the service directly.