Changes and Cancellation Policy

Each purchase gives you a place on one specific session of an experience, on a set date and time, with limited capacity. The service is considered performed once that session takes place.

Your place is transferable: if you cannot attend, you may pass your booking to someone else. Just email us up to 24 hours before the session starts with the name of the person taking your place. There is no charge for this.

This does not affect your rights if Viva Voice cancels the session, nor your rights if the experience is not delivered as advertised.

The change and cancellation terms below are a commercial courtesy offered voluntarily by Viva Voice. They are in addition to your statutory rights and do not replace or limit them.

Bookings for each session close automatically 4 hours before the start time. From that moment it is no longer possible to buy, change or cancel through the website.

If something unexpected happens within those last 4 hours, contact us as soon as you can: pedro.rosa@viva-voice.com or (call to a Portuguese mobile network). We cannot promise a solution, but we will always try.

You may ask to move your booking to another session up to 48 hours before the start of the session originally booked. Requests are made by email, quoting your booking reference.

• Transfers depend on places being available on the destination session.
• If the destination session costs more, you pay only the difference. If it costs less, the difference is not refunded.
• The first change to each booking is free. Further changes are subject to availability.

Within the 48 hours before the session transfers are no longer possible, because at that point the place can no longer be taken by someone else.

If you prefer to cancel rather than transfer, the following scale applies, counted up to the session start time:

• More than 7 days before: 100 per cent refund of the amount paid.
• Between 7 days and 48 hours before: 50 per cent refund of the amount paid, or, if you prefer, a voucher for 100 per cent of the amount paid, valid for 12 months on any experience.
• Less than 48 hours before: no refund, although you may still pass your place to someone else as described in section 1.

Cancellation requests are made by email to pedro.rosa@viva-voice.com, quoting your booking reference. Refunds are issued to the same payment method used for the purchase.

Please arrive at the meeting point 10 minutes before the scheduled time. The group leaves at the scheduled time, with a maximum tolerance of 10 minutes.

Once the group has left we cannot bring in latecomers, for safety reasons and because the route is already under way. No-shows and arrivals after departure are not refunded.

Exceptionally, we may have to cancel or postpone a session. The possible reasons are: adverse weather or an official warning, illness or unavailability of the guide, not reaching the minimum number of participants stated on the experience page, or force majeure.

If that happens we will tell you by email and, whenever possible, by phone as well. You may choose between moving your booking to another session or a full refund of the amount paid. If we hear nothing from you within 7 days, we process the full refund.

Refunds are always issued to the same payment method used for the purchase, through Stripe. Once processed, the time it takes to appear in your account depends on the payment method and your bank, usually between 5 and 10 working days.

• Bookings paid with a discount coupon are refunded at the amount actually paid, not the original price.
• Zero-value bookings, obtained with a coupon covering the full amount, generate no refund.
• Viva Voice does not withhold any fee from the refunded amount.

If a session that has already started is interrupted for reasons attributable to Viva Voice or for safety reasons, you may choose between moving to another session or a refund proportional to the part not delivered.

If you leave the experience of your own accord after it has started, no refund is due.

Participants under 16 must be accompanied by a responsible adult holding a paid ticket, including for the free places for children under 6.

If a minor arrives at the meeting point unaccompanied they cannot take part, and the situation is treated as a no-show.

If something goes wrong, talk to us first: pedro.rosa@viva-voice.com or (call to a Portuguese mobile network). We answer any complaint within a maximum of 15 working days.

You may also use the Portuguese Electronic Complaints Book at https://www.livroreclamacoes.pt/inicio.

For consumer disputes you may turn to an alternative dispute resolution body under Article 18 of Law no. 144/2015 of 8 September: CNIACC, Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (https://www.cniacc.pt). The full list of bodies, and the one competent for your area, is available at https://www.consumidor.gov.pt.

This policy does not affect the rights granted to consumers by law, in particular the right to a refund if Viva Voice cancels and the rights arising from defective performance of the service. Any clause excluding or limiting those rights is void under Article 29 of Decree-Law no. 24/2014.

The version of this policy in force at the time of purchase applies to your booking, and its reference appears in your confirmation email.