Cancellation Policy
We’re committed to providing every guest with an exceptional tour experience. To make this possible, we carefully schedule our guides and resources in advance. Clear cancellation guidelines help us maintain fairness for all travellers. They also ensure that our team can prepare properly for each tour.
Our policy is designed to balance flexibility with operational needs. Last‑minute bookings are always welcome when availability allows. However, last‑minute cancellations can impact our ability to serve others. Please review the terms below so you know what to expect.
By booking with us, you agree to the cancellation conditions outlined here. Please review our cancellation terms below.
Bookings - Guests are welcome to book a tour at any time, including within 24 hours of the tour start. All bookings are subject to availability at the time of reservation. Reservations should be made via our website.
Cancellations - Cancellations made more than 24 hours before the scheduled tour time are eligible for a full refund. Cancellations made within 24 hours of the tour start time are non‑refundable, and the full tour price will be charged.
No‑Shows - Guests who do not attend their scheduled tour without prior notice will be considered no‑shows and will be charged the full tour price.
Late Arrivals - Tours begin promptly at the scheduled time. Late arrivals may join the tour in progress, but no partial refunds will be issued.
Operator Cancellations - If we must cancel a tour due to weather, safety concerns, or unforeseen circumstances, guests may choose between a full refund or rescheduling at no additional cost.
Payments
We require the full payment to be made upfront in order to book our tours. Payment can be made through the following methods: online via our website, where you can pay with Visa, Mastercard, Google Pay and Apple Pay via Setmore platform.
Prices
Hidden Routes reserves the right to change any prices for economic purposes or any other reason at our discretion. If any changes to values occur, it will not affect reservations already confirmed.
Personal belongings
The customer must ensure that his/her personal belongings are safe and secure. Hidden Routes is not responsible for any losses, thefts or damages to property.
Smoking
Smoking any type of tobacco, including electronic or vaping devices, is prohibited inside the vehicle. If a client is caught smoking in the vehicle, they must leave the activity immediately without a refund.
Children's car seats
The customer must take into consideration that child car seats are required for children under 12 years old. Hidden Routes is not responsible if the service cannot be completed due to a lack of a baby seat/child seat. In Portugal, the use of child car seats is mandatory by law.
Photos and videos
The guests agree and authorize the possible use of any films or other recordings, pictures, in which you may be partially or wholly included, by Hidden Routes as deemed appropriate for any promotional purposes without prior consent. If you do not wish to be filmed and/or photographed by our team, please let us know upon booking or arrival at each tour.
Pets
Due to limitations imposed by Portuguese law and the nature of our activities, we do not allow any type of animals in our tours. The only exception is guide dogs for visually impaired individuals who are doing walking tours alone.