Cancellation & Refund Policy

Cancellation & Refund Policy — Mystic Travels

Company: Mystic Travels — operated by Destino Descoberto, Unipessoal Lda
VAT Number: 510 884 490
Website: https://www.mystic-travels.com
Email: booking@mystic-travels.com
Phone / WhatsApp: +351 930 664 660

Last updated: May 2026

1. Scope and Application

This Cancellation & Refund Policy sets out the conditions applicable to cancellations, booking modifications, refund requests, payment disputes, chargebacks, non-performed services, operational interruptions, and services provided directly by Mystic Travels or through authorised partners.

This policy applies to all bookings made through:

• the official Mystic Travels website;
• the online booking system;
• email;
• telephone;
• WhatsApp;
• authorised partners;
• hotels;
• travel agencies;
• tour operators;
• corporate accounts;
• B2B clients;
• concierge services;
• any other approved sales or booking channel.

This policy applies to, but is not limited to:

• private transfers;
• airport transfers;
• chauffeur services;
• hourly hire services;
• private tours;
• shared tours;
• travel experiences;
• tailor-made services;
• luxury services;
• corporate transportation;
• event transportation;
• wedding transportation;
• group transportation;
• minibuses;
• coaches;
• multi-day programmes;
• combined services;
• packages involving transfers, tours, experiences, restaurants, tickets, guides or third-party suppliers.

By making a reservation, the client confirms that they have read, understood and accepted this Cancellation & Refund Policy.

2. Definitions

For the purposes of this policy:

Client means the person, company, agency, hotel, partner, tour operator or representative making the reservation or payment.

Passenger / Guest means the person or persons who will use the service.

Booking / Reservation means any confirmed request for a service provided by Mystic Travels or by an authorised partner.

Service means any transfer, tour, experience, chauffeur service, group transportation or related travel service.

Third-party supplier means any external provider involved in the execution of a service, including guides, restaurants, wineries, boats, attractions, ticket providers, hotels, transport partners, venues, activity operators or other suppliers.

No-Show means failure by the client or passenger to appear, respond, or be available for the service within the applicable waiting time.

Business day means Monday to Friday, excluding Portuguese public holidays.

3. Reservation Confirmation

A booking shall be considered confirmed and legally binding once any of the following occurs:

• full payment is made;
• a deposit or partial payment is made;
• a payment link is successfully completed;
• a written confirmation is issued by Mystic Travels;
• a booking confirmation or voucher is issued;
• the booking is confirmed through the website or booking system;
• the service is operationally confirmed by Mystic Travels;
• the reservation is confirmed under a corporate, agency, hotel or B2B agreement.

A confirmed booking implies full acceptance of this policy, even if the service is paid later, invoiced to a company, or handled through a partner or agency.

4. Payments, Deposits and Pre-Payments

Mystic Travels may require one or more of the following:

• full advance payment;
• partial deposit;
• card payment;
• bank transfer;
• secure payment link;
• card pre-authorisation;
• payment to the driver, when expressly authorised in advance;
• corporate credit, when previously approved;
• agency or B2B invoicing, when previously agreed.

High-value bookings, exclusive services, tailor-made programmes, group transportation, events, premium services, services involving third-party suppliers, or bookings requiring operational commitment may require mandatory advance payment.

Payments are only considered valid once the funds have been effectively received and confirmed by Mystic Travels.

Failure to complete payment within the requested timeframe may result in the booking being cancelled or released without further notice.

5. Deposits

Unless otherwise agreed in writing, deposits are used to secure:

• vehicle availability;
• driver availability;
• operational planning;
• supplier reservations;
• guide availability;
• time slots;
• administrative and booking costs;
• partner commitments.

Deposits may be refundable, partially refundable or non-refundable depending on the service type, cancellation timing and supplier conditions.

Where a deposit is described as non-refundable at the time of booking, it shall not be refunded unless Mystic Travels is unable to provide the contracted service for reasons directly attributable to Mystic Travels.

6. Cancellation Policy — Category A

Vehicles Up to 7 Passengers

This category applies to:

• standard taxi services;
• XXL taxis up to 7 passengers;
• electric vehicles;
• premium sedans;
• Mercedes E-Class or similar;
• Mercedes V-Class or similar;
• vans up to 7 passengers;
• private airport transfers;
• city transfers;
• point-to-point transfers;
• private transfers operated with vehicles up to 7 passengers.

Cancellation more than 72 hours before the service

The client shall be entitled to a full refund of the refundable amount paid.

Cancellation between 72 and 24 hours before the service

The client shall be entitled to a 50% refund of the refundable amount paid.

Cancellation less than 24 hours before the service

The booking shall become non-refundable.

No-Show

No refund shall apply.

7. Cancellation Policy — Category B

Vehicles Above 7 Passengers and Group Services

This category applies to:

• Mercedes Sprinter or similar;
• minibuses;
• coaches;
• group transportation;
• conferences;
• congresses;
• events;
• weddings;
• corporate group transportation;
• multi-vehicle operations;
• services requiring dedicated fleet allocation;
• services requiring external transport partners.

Cancellation more than 5 business days before the service

The client shall be entitled to a full refund of the refundable amount paid.

Cancellation between 5 business days and 72 hours before the service

The client shall be entitled to a 50% refund of the refundable amount paid.

Cancellation less than 72 hours before the service

The booking shall become non-refundable.

No-Show

No refund shall apply.

8. Cancellation Policy — Private Tours

Private tours may include transportation, driver services, itinerary planning, operational coordination, restaurant recommendations, optional stops, scenic routes, local expertise and, where applicable, guides, tickets or external suppliers.

Unless specific conditions are communicated at the time of booking, the following rules apply:

Cancellation more than 7 days before the tour

The client shall be entitled to a full refund of the refundable amount paid, excluding any non-refundable supplier costs already incurred.

Cancellation between 7 days and 72 hours before the tour

The client shall be entitled to a 50% refund of the refundable amount paid, excluding any non-refundable supplier costs already incurred.

Cancellation less than 72 hours before the tour

The booking shall become non-refundable.

Tours involving external suppliers

If the tour includes guides, restaurants, wineries, boats, tickets, activities, monuments, special access, private venues, premium experiences or any third-party supplier, those components may become partially or fully non-refundable once confirmed.

9. Cancellation Policy — Experiences

Travel experiences may include wine tastings, food experiences, cultural visits, private activities, river cruises, workshops, guided visits, exclusive access, premium local experiences, or services provided by selected suppliers.

Because many experiences require advance reservations with third-party suppliers, the following conditions apply:

• supplier conditions always prevail for the supplier component;
• issued tickets, reserved time slots, tastings, restaurant deposits, private activities and exclusive experiences may be non-refundable;
• date changes are subject to supplier availability;
• late cancellations may result in full loss of the amount paid.

Unless otherwise stated in writing, experiences cancelled less than 72 hours before the scheduled time are non-refundable.

10. Tailor-Made Services and Luxury Programmes

Tailor-made services, luxury experiences and bespoke programmes may include several coordinated elements such as:

• private transfers;
• chauffeur services;
• multi-day transportation;
• private guides;
• restaurant reservations;
• hotel coordination;
• premium experiences;
• boats;
• helicopters;
• exclusive venues;
• attraction tickets;
• event access;
• special logistics;
• operational planning.

Due to the customised nature of these services, cancellation conditions may differ from standard services and will be communicated during the booking process whenever applicable.

Once confirmed, tailor-made services may become partially or fully non-refundable if Mystic Travels or its suppliers have already incurred costs or reserved dedicated resources.

11. Combined Services, Packages and Mixed Bookings

A combined service or package may include more than one service type, for example:

• airport transfer + private tour;
• transfer + experience;
• tour + lunch reservation;
• tour + wine tasting;
• chauffeur service + tickets;
• multi-day programme;
• transport + guide;
• transfer + hotel or event coordination;
• several transfers in one itinerary;
• services operated partly by Mystic Travels and partly by external suppliers.

Each component of a combined booking may be subject to its own cancellation rules.

If one component is refundable and another component is non-refundable, the refund will only apply to the refundable portion.

Mystic Travels may deduct from any refund:

• non-refundable supplier costs;
• issued tickets;
• committed partner costs;
• payment processing fees;
• administrative costs;
• costs already incurred in preparing or securing the service.

Cancellation of one component does not automatically cancel the remaining components unless expressly agreed in writing.

12. Multi-Day Services

Multi-day services may include private transportation, chauffeur availability, tours, experiences, accommodation coordination, partner services and operational planning over several days.

For multi-day services, the following conditions apply unless otherwise agreed:

Cancellation more than 14 days before the first service date

The client may be entitled to a refund of the refundable amount paid, excluding any non-refundable supplier costs already incurred.

Cancellation between 14 and 7 days before the first service date

The client may be entitled to a 50% refund of the refundable amount paid, excluding non-refundable supplier costs.

Cancellation less than 7 days before the first service date

The booking may become fully non-refundable.

Once the first service in a multi-day programme has started, unused services are non-refundable unless Mystic Travels is directly responsible for non-performance.

13. Tickets, Attractions and Third-Party Services

Tickets for attractions, museums, monuments, events, performances, boats, trains, scheduled activities or any third-party-operated service follow the terms and conditions of the relevant supplier.

Unless otherwise stated:

• tickets are non-refundable;
• tickets are non-transferable;
• tickets are non-changeable;
• date and time changes are subject to supplier rules;
• supplier cancellation conditions prevail over Mystic Travels’ general cancellation conditions.

Mystic Travels is not responsible for changes, delays, cancellations, closures, strikes, capacity restrictions or operational decisions imposed by third-party suppliers.

14. Official Guides

Official guides are external licensed professionals or authorised partners.

Once a guide has been confirmed, the guide fee may become partially or fully non-refundable, especially during high season, for full-day services, specialist language requests, private guide bookings, monument visits or tailor-made itineraries.

Guide availability is never guaranteed until confirmed.

If a guide is unavailable, Mystic Travels may propose:

• an alternative guide;
• an alternative language;
• a driver-led scenic service without guide;
• a modified itinerary;
• cancellation of the guide component only, where possible.

15. Restaurants, Wineries and Meal Reservations

Restaurant, winery and meal reservations may be subject to third-party terms.

Deposits, tasting fees, pre-selected menus, private rooms, special menus, exclusive tables or group bookings may be non-refundable after confirmation.

Mystic Travels is not responsible for:

• restaurant availability;
• menu changes;
• price changes;
• dietary restrictions not communicated in advance;
• delays caused by the client;
• refusal by the restaurant due to late arrival or conduct.

16. Boats, Cruises and Water-Based Activities

Boat trips, river cruises and water-based activities may be affected by weather, river conditions, sea conditions, safety rules, supplier decisions or legal restrictions.

If the supplier cancels the activity for safety or operational reasons, the supplier’s own refund or rescheduling policy shall apply.

Mystic Travels is not responsible for supplier decisions related to safety, weather or navigation conditions.

17. Flight Delays, Flight Changes and Airport Transfers

For airport transfers, the client must provide the correct flight number.

Flights are monitored only when the flight number is correctly provided.

If the flight is delayed, Mystic Travels will make reasonable efforts to adjust the pickup time according to operational availability.

However, Mystic Travels cannot guarantee unlimited driver or vehicle availability in the event of:

• major delays;
• diverted flights;
• cancelled flights;
• airport disruption;
• missing or incorrect flight information;
• last-minute flight changes;
• failure by the client to inform Mystic Travels.

If the client provides incorrect flight details or fails to communicate a change, the service may be treated as a No-Show.

18. Waiting Time

Airports

Airport transfers include complimentary waiting time after the actual landing time, provided that the correct flight number was supplied.

The included waiting time is:

• up to 60 minutes for Schengen flights;
• up to 90 minutes for flights requiring passport or border control, when applicable.

After the complimentary waiting period:

• additional waiting fees may apply;
• the driver may be released;
• the service may be classified as a No-Show;
• a new service may need to be booked and paid separately.

Hotels, Residences, Apartments and Other Locations

For pickups from hotels, residences, apartments, offices, restaurants, ports, train stations or other non-airport locations, the service includes up to 15 minutes of complimentary waiting time.

After this period:

• additional waiting fees may apply;
• the service may be delayed or shortened;
• the driver may be released;
• the booking may be classified as a No-Show.

Tours and Hourly Services

For tours and hourly services, delays caused by the client may reduce the available service time.

The original end time may still apply unless an extension is operationally possible and accepted by Mystic Travels.

Additional hours may be charged.

19. No-Show Policy

A reservation shall be considered a No-Show if the client or passenger:

• fails to appear at the agreed pickup location;
• does not respond to phone, WhatsApp or email contact attempts;
• provides incorrect pickup information;
• provides incorrect flight or travel information;
• exceeds the applicable waiting time;
• abandons the service unilaterally;
• refuses the service at pickup;
• cannot be located by the driver;
• is not ready to depart within the applicable waiting period.

In the event of a No-Show:

• the service shall be considered fully performed;
• no refund shall apply;
• any additional service must be booked and paid separately.

20. Reservation Changes

All modification requests are subject to:

• operational availability;
• vehicle availability;
• driver availability;
• partner availability;
• supplier availability;
• logistical feasibility;
• legal and safety requirements.

Changes may include:

• date changes;
• time changes;
• pickup or drop-off changes;
• itinerary changes;
• additional stops;
• passenger number changes;
• luggage changes;
• vehicle category changes;
• service duration changes;
• supplier changes.

Changes may result in:

• price adjustments;
• additional charges;
• vehicle upgrades;
• supplier penalties;
• reduced service duration;
• impossibility of execution.

Late modification requests may not be possible.

A change is only confirmed once accepted in writing by Mystic Travels.

21. Changes Requested During the Service

Any change requested during the service, including route changes, additional stops, waiting time, itinerary extensions or destination changes, is subject to driver availability, operational feasibility and price adjustment.

The driver is not authorised to approve major contractual changes unless validated by Mystic Travels.

Additional costs may be charged before, during or after the service.

22. Luggage Policy

The client is responsible for providing accurate information regarding:

• number of suitcases;
• size of suitcases;
• oversized luggage;
• sports equipment;
• wheelchairs;
• strollers;
• musical instruments;
• fragile items;
• bulky items;
• special equipment.

Mystic Travels reserves the right to:

• refuse excessive luggage;
• require a larger vehicle;
• charge for a vehicle upgrade;
• refuse unsafe or unsuitable items;
• cancel the service if luggage makes transportation unsafe or legally impossible.

If the luggage exceeds the booked vehicle capacity, delays, service modifications, additional charges or cancellation without refund may apply.

23. Children and Child Seats

The client is responsible for correctly informing Mystic Travels of:

• number of children;
• age of each child;
• approximate weight;
• required child seat type;
• booster requirements;
• any special safety needs.

Failure to provide accurate information may legally prevent the service from being performed.

If the correct child seat was not requested in advance, Mystic Travels may be unable to provide the service and no refund shall apply if the failure is attributable to the client.

Child seats are subject to availability and must be requested in advance.

24. Accessibility and Special Assistance

Clients requiring special assistance, wheelchair access, mobility support, adapted vehicles or additional loading time must inform Mystic Travels before booking confirmation.

Not all vehicles are adapted for all accessibility needs.

Mystic Travels will make reasonable efforts to accommodate such requests, but service execution depends on vehicle availability, safety conditions and operational feasibility.

Failure to disclose accessibility needs in advance may result in inability to perform the service, without refund if the service becomes impossible due to missing or inaccurate information.

25. Animals and Pets

Pets or assistance animals must be declared before booking confirmation.

Acceptance of animals depends on:

• vehicle type;
• legal requirements;
• safety conditions;
• driver availability;
• proper transport equipment;
• service type.

Mystic Travels reserves the right to refuse animals not previously declared, except where legally required.

Additional cleaning fees may apply.

26. Client Conduct and Right to Refuse Service

Mystic Travels reserves the right to refuse, interrupt or terminate a service in cases involving:

• abusive behaviour;
• verbal aggression;
• physical aggression;
• threats;
• harassment;
• discrimination;
• severe intoxication;
• drug use;
• unsafe behaviour;
• refusal to follow safety instructions;
• damage to the vehicle;
• illegal activity;
• conduct compromising the driver, passengers, vehicle or operation.

In such cases:

• the service may be terminated immediately;
• no refund shall apply;
• additional costs may be charged;
• authorities may be contacted where appropriate.

27. Damages, Cleaning and Operational Losses

Clients may be held financially responsible for:

• vehicle damage;
• extraordinary cleaning;
• vomiting incidents;
• stains;
• broken equipment;
• damaged seats;
• lost accessories;
• smoking inside the vehicle;
• negligent behaviour;
• costs resulting from vehicle downtime;
• operational losses caused by client conduct.

Mystic Travels reserves the right to charge all associated repair, cleaning, replacement or operational costs.

28. Food, Drinks and Smoking

Smoking is not permitted inside any vehicle.

Food and drinks may be restricted depending on the vehicle and service type.

The client is responsible for any damage, stains or cleaning caused by food, drinks or other substances.

29. Lost Property

Mystic Travels will make reasonable efforts to assist with lost property enquiries.

However, Mystic Travels is not responsible for items forgotten, lost or damaged during the service.

If an item is found, return delivery may be subject to:

• driver availability;
• courier costs;
• administrative costs;
• additional transfer or delivery charges.

30. Weather, Traffic and Route Conditions

Mystic Travels is not responsible for delays, route changes or service disruption caused by:

• traffic;
• accidents;
• roadworks;
• road closures;
• demonstrations;
• police restrictions;
• weather conditions;
• natural events;
• airport congestion;
• border control;
• strikes;
• public events;
• unexpected operational restrictions.

Drivers may choose alternative routes when reasonably necessary for safety, timing or operational reasons.

Missed flights, trains, cruises, restaurant bookings, activities or connections caused by external factors are not the responsibility of Mystic Travels.

31. Client Delays

If the client is late, the service may be affected.

Client delays may result in:

• reduced tour duration;
• missed visits;
• shortened itinerary;
• additional waiting charges;
• impossibility of completing the full programme;
• classification as No-Show;
• loss of supplier reservations;
• loss of tickets or scheduled activities.

No refund shall apply for unused time or missed components caused by client delay.

32. Early Termination by the Client

If the client voluntarily decides to end the service earlier than scheduled, no refund shall apply for unused time, kilometres, visits, activities or services.

33. Service Interruption by Mystic Travels

If Mystic Travels is unable to perform a confirmed service due to reasons directly attributable to Mystic Travels, the client may be entitled to:

• a replacement service;
• an equivalent alternative;
• rescheduling;
• a partial refund;
• a full refund, where no reasonable alternative is possible.

Mystic Travels’ liability shall be limited to the amount effectively paid for the affected service.

34. Vehicle Substitution

Mystic Travels reserves the right to substitute the vehicle originally planned with an equivalent or superior category vehicle whenever necessary due to operational, mechanical, logistical or availability reasons.

A vehicle substitution shall not entitle the client to a refund provided that the replacement vehicle is suitable for the booked service and passenger/luggage requirements.

35. Driver Substitution

Mystic Travels reserves the right to assign or replace drivers according to operational needs, availability, legal working time limits, safety requirements or unforeseen circumstances.

Driver substitution shall not entitle the client to a refund.

36. Services Performed by Authorised Partners

Certain services may be operated by authorised external partners.

In such cases:

• booking coordination may still be handled by Mystic Travels;
• operational execution may be handled by the partner;
• vehicle and driver details may belong to the executing partner;
• partner terms may apply to specific service components.

Mystic Travels works with selected partners but cannot be held responsible for circumstances beyond its reasonable control.

37. Force Majeure

Mystic Travels shall not be held liable for failure, delay, modification or interruption caused by events beyond reasonable control, including but not limited to:

• natural disasters;
• fires;
• floods;
• storms;
• pandemics;
• epidemics;
• strikes;
• governmental actions;
• civil unrest;
• terrorism;
• war;
• airport closures;
• port closures;
• road closures;
• major accidents;
• infrastructure failures;
• fuel shortages;
• extreme weather;
• supplier failure caused by force majeure.

Whenever possible, Mystic Travels will propose reasonable alternative solutions.

Refunds in force majeure situations will depend on the recoverable amounts from suppliers and the costs already incurred.

38. Chargebacks and Payment Disputes

By making a payment, the client confirms that:

• the transaction was authorised;
• the service booked was understood;
• the price was accepted;
• this policy was accepted;
• the payment was made voluntarily.

In the event of a payment dispute or chargeback, Mystic Travels reserves the right to provide financial institutions, payment processors, banks, legal representatives or competent authorities with:

• booking confirmations;
• vouchers;
• payment records;
• invoices;
• email correspondence;
• WhatsApp messages;
• call records where available;
• operational records;
• driver assignment records;
• location records;
• system logs;
• supplier confirmations;
• proof of service performance;
• cancellation records;
• acceptance of terms.

Fraudulent or abusive chargebacks may result in legal action and recovery of all associated costs.

39. Refund Processing

Approved refunds shall be processed using the original payment method unless otherwise agreed.

Refund processing time may vary depending on the bank, card issuer, payment processor or financial institution.

Estimated refund processing time is usually between 5 and 15 business days after approval.

Transaction fees, gateway fees, banking fees, card fees, currency conversion charges and administrative fees may be non-refundable.

Mystic Travels is not responsible for delays caused by banks, payment processors or card issuers.

40. Currency, Bank Fees and Exchange Rates

All prices are normally quoted in euros unless otherwise stated.

If the client pays in another currency or through an international payment method, the final amount charged may vary due to:

• exchange rates;
• card issuer fees;
• bank fees;
• international transaction fees;
• payment processor fees.

Mystic Travels is not responsible for currency conversion differences or bank charges applied by third parties.

41. B2B, Corporate, Agency and Partner Bookings

Bookings made by companies, hotels, agencies, tour operators, concierges or corporate clients may be subject to specific commercial agreements.

Unless otherwise agreed in writing, this Cancellation & Refund Policy applies to B2B bookings.

For credit accounts or invoice-based bookings, late cancellations, No-Shows and non-refundable services may still be invoiced in full.

The company, agency or partner making the booking is responsible for ensuring that the final passenger is aware of the relevant pickup details, times, luggage limits and service conditions.

42. Invoicing and Credit Notes

Invoices are issued according to the billing details provided by the client.

The client is responsible for providing correct invoicing details before invoice issuance.

Invoice corrections may be subject to legal, accounting and administrative limitations.

Where applicable, credit notes may be issued to correct invoices or reflect approved refunds.

A refund approval does not automatically cancel an invoice unless legally and accounting-wise required.

43. Cancellation Requests

All cancellation requests must be submitted in writing to:

Email: booking@mystic-travels.com

or through an official Mystic Travels communication channel previously used for the booking.

The cancellation request must include:

• client name;
• reservation number, if available;
• service date;
• pickup location;
• reserved service description;
• contact details;
• reason for cancellation, where relevant.

The official cancellation time shall correspond to the moment the request is received by Mystic Travels.

Requests sent outside office hours, weekends or public holidays may be processed on the next business day, but the cancellation time shall be based on the time the written request was received.

44. Refund Requests

Refund requests must be submitted in writing.

Mystic Travels may request supporting information, including:

• booking confirmation;
• payment confirmation;
• cancellation reason;
• bank or payment details;
• proof of duplicate payment;
• supplier documentation, where applicable.

Refunds will only be approved after internal verification.

45. Operational Communication

The client must ensure that the contact details provided are correct and available before and during the service.

Mystic Travels may communicate through:

• email;
• phone;
• WhatsApp;
• SMS;
• booking platform;
• partner platform;
• hotel or agency contact.

Mystic Travels shall not be responsible for service failures caused by incorrect, unavailable or unanswered contact details.

46. Accuracy of Booking Information

The client is responsible for providing accurate information, including:

• pickup address;
• drop-off address;
• date;
• time;
• flight number;
• train number;
• cruise details;
• passenger number;
• luggage quantity;
• child seat needs;
• accessibility needs;
• special requests;
• billing details.

Incorrect or incomplete information may result in delays, additional charges, service failure or No-Show classification.

47. Special Requests

Special requests are subject to availability and must be confirmed in writing.

Special requests may include:

• specific vehicle model;
• specific driver;
• specific language;
• child seats;
• wheelchair assistance;
• refreshments;
• signage;
• scenic stops;
• flexible itinerary;
• premium vehicle;
• extra luggage space;
• special pickup instructions.

A request is not guaranteed unless confirmed by Mystic Travels.

48. Complaints

Any complaint regarding a service must be submitted in writing within 7 calendar days of the service date.

The complaint must include:

• client name;
• booking reference;
• service date;
• description of the issue;
• supporting evidence where available.

Mystic Travels will review complaints in good faith.

Failure to submit a complaint within the stated period may limit the possibility of investigation or compensation.

49. Limitation of Liability

Mystic Travels acts as a tourism operator and private transportation provider.

To the maximum extent permitted by law, Mystic Travels’ liability shall be limited to the amount effectively paid for the affected service.

Mystic Travels shall not be liable for:

• indirect losses;
• consequential damages;
• loss of enjoyment;
• loss of profit;
• missed flights;
• missed trains;
• missed cruises;
• missed meetings;
• missed events;
• lost business opportunities;
• additional accommodation costs;
• additional transport costs;
• costs arising from third-party delays or cancellations;
• circumstances beyond reasonable control.

50. Data Protection

All personal data is processed in accordance with applicable data protection laws and GDPR regulations.

Personal data may be used for:

• booking management;
• service execution;
• payment processing;
• invoicing;
• customer support;
• supplier coordination;
• legal compliance;
• fraud prevention;
• dispute resolution.

For more information, clients should consult the Mystic Travels Privacy Policy available on the official website.

51. Governing Law and Jurisdiction

This policy shall be governed by Portuguese law.

Any dispute arising from this policy, the booking or the service shall fall under the jurisdiction of the competent courts of Porto, Portugal, unless otherwise required by mandatory applicable law.

52. Policy Updates

Mystic Travels reserves the right to update this Cancellation & Refund Policy at any time.

The latest version shall be available on the official Mystic Travels website.

The applicable policy is the version in force at the time of booking, unless a later version is expressly accepted by the client.

53. Acceptance of Terms

By making a reservation with Mystic Travels, the client confirms that they:

• have read this Cancellation & Refund Policy;
• understand the applicable cancellation conditions;
• accept the refund rules;
• accept the payment conditions;
• accept the operational conditions associated with the reserved service;
• accept that third-party supplier conditions may apply where relevant;
• accept that certain services may become partially or fully non-refundable after confirmation.Cancellation & Refund Policy — Mystic Travels

Company: Mystic Travels — operated by Destino Descoberto, Unipessoal Lda
VAT Number: 510 884 490
Website: https://www.mystic-travels.com
Email: booking@mystic-travels.com
Phone / WhatsApp: +351 930 664 660

Last updated: May 2026

1. Scope and Application

This Cancellation & Refund Policy sets out the conditions applicable to cancellations, booking modifications, refund requests, payment disputes, chargebacks, non-performed services, operational interruptions, and services provided directly by Mystic Travels or through authorised partners.

This policy applies to all bookings made through:

• the official Mystic Travels website;
• the online booking system;
• email;
• telephone;
• WhatsApp;
• authorised partners;
• hotels;
• travel agencies;
• tour operators;
• corporate accounts;
• B2B clients;
• concierge services;
• any other approved sales or booking channel.

This policy applies to, but is not limited to:

• private transfers;
• airport transfers;
• chauffeur services;
• hourly hire services;
• private tours;
• shared tours;
• travel experiences;
• tailor-made services;
• luxury services;
• corporate transportation;
• event transportation;
• wedding transportation;
• group transportation;
• minibuses;
• coaches;
• multi-day programmes;
• combined services;
• packages involving transfers, tours, experiences, restaurants, tickets, guides or third-party suppliers.

By making a reservation, the client confirms that they have read, understood and accepted this Cancellation & Refund Policy.

2. Definitions

For the purposes of this policy:

Client means the person, company, agency, hotel, partner, tour operator or representative making the reservation or payment.

Passenger / Guest means the person or persons who will use the service.

Booking / Reservation means any confirmed request for a service provided by Mystic Travels or by an authorised partner.

Service means any transfer, tour, experience, chauffeur service, group transportation or related travel service.

Third-party supplier means any external provider involved in the execution of a service, including guides, restaurants, wineries, boats, attractions, ticket providers, hotels, transport partners, venues, activity operators or other suppliers.

No-Show means failure by the client or passenger to appear, respond, or be available for the service within the applicable waiting time.

Business day means Monday to Friday, excluding Portuguese public holidays.

3. Reservation Confirmation

A booking shall be considered confirmed and legally binding once any of the following occurs:

• full payment is made;
• a deposit or partial payment is made;
• a payment link is successfully completed;
• a written confirmation is issued by Mystic Travels;
• a booking confirmation or voucher is issued;
• the booking is confirmed through the website or booking system;
• the service is operationally confirmed by Mystic Travels;
• the reservation is confirmed under a corporate, agency, hotel or B2B agreement.

A confirmed booking implies full acceptance of this policy, even if the service is paid later, invoiced to a company, or handled through a partner or agency.

4. Payments, Deposits and Pre-Payments

Mystic Travels may require one or more of the following:

• full advance payment;
• partial deposit;
• card payment;
• bank transfer;
• secure payment link;
• card pre-authorisation;
• payment to the driver, when expressly authorised in advance;
• corporate credit, when previously approved;
• agency or B2B invoicing, when previously agreed.

High-value bookings, exclusive services, tailor-made programmes, group transportation, events, premium services, services involving third-party suppliers, or bookings requiring operational commitment may require mandatory advance payment.

Payments are only considered valid once the funds have been effectively received and confirmed by Mystic Travels.

Failure to complete payment within the requested timeframe may result in the booking being cancelled or released without further notice.

5. Deposits

Unless otherwise agreed in writing, deposits are used to secure:

• vehicle availability;
• driver availability;
• operational planning;
• supplier reservations;
• guide availability;
• time slots;
• administrative and booking costs;
• partner commitments.

Deposits may be refundable, partially refundable or non-refundable depending on the service type, cancellation timing and supplier conditions.

Where a deposit is described as non-refundable at the time of booking, it shall not be refunded unless Mystic Travels is unable to provide the contracted service for reasons directly attributable to Mystic Travels.

6. Cancellation Policy — Category A

Vehicles Up to 7 Passengers

This category applies to:

• standard taxi services;
• XXL taxis up to 7 passengers;
• electric vehicles;
• premium sedans;
• Mercedes E-Class or similar;
• Mercedes V-Class or similar;
• vans up to 7 passengers;
• private airport transfers;
• city transfers;
• point-to-point transfers;
• private transfers operated with vehicles up to 7 passengers.

Cancellation more than 72 hours before the service

The client shall be entitled to a full refund of the refundable amount paid.

Cancellation between 72 and 24 hours before the service

The client shall be entitled to a 50% refund of the refundable amount paid.

Cancellation less than 24 hours before the service

The booking shall become non-refundable.

No-Show

No refund shall apply.

7. Cancellation Policy — Category B

Vehicles Above 7 Passengers and Group Services

This category applies to:

• Mercedes Sprinter or similar;
• minibuses;
• coaches;
• group transportation;
• conferences;
• congresses;
• events;
• weddings;
• corporate group transportation;
• multi-vehicle operations;
• services requiring dedicated fleet allocation;
• services requiring external transport partners.

Cancellation more than 5 business days before the service

The client shall be entitled to a full refund of the refundable amount paid.

Cancellation between 5 business days and 72 hours before the service

The client shall be entitled to a 50% refund of the refundable amount paid.

Cancellation less than 72 hours before the service

The booking shall become non-refundable.

No-Show

No refund shall apply.

8. Cancellation Policy — Private Tours

Private tours may include transportation, driver services, itinerary planning, operational coordination, restaurant recommendations, optional stops, scenic routes, local expertise and, where applicable, guides, tickets or external suppliers.

Unless specific conditions are communicated at the time of booking, the following rules apply:

Cancellation more than 7 days before the tour

The client shall be entitled to a full refund of the refundable amount paid, excluding any non-refundable supplier costs already incurred.

Cancellation between 7 days and 72 hours before the tour

The client shall be entitled to a 50% refund of the refundable amount paid, excluding any non-refundable supplier costs already incurred.

Cancellation less than 72 hours before the tour

The booking shall become non-refundable.

Tours involving external suppliers

If the tour includes guides, restaurants, wineries, boats, tickets, activities, monuments, special access, private venues, premium experiences or any third-party supplier, those components may become partially or fully non-refundable once confirmed.

9. Cancellation Policy — Experiences

Travel experiences may include wine tastings, food experiences, cultural visits, private activities, river cruises, workshops, guided visits, exclusive access, premium local experiences, or services provided by selected suppliers.

Because many experiences require advance reservations with third-party suppliers, the following conditions apply:

• supplier conditions always prevail for the supplier component;
• issued tickets, reserved time slots, tastings, restaurant deposits, private activities and exclusive experiences may be non-refundable;
• date changes are subject to supplier availability;
• late cancellations may result in full loss of the amount paid.

Unless otherwise stated in writing, experiences cancelled less than 72 hours before the scheduled time are non-refundable.

10. Tailor-Made Services and Luxury Programmes

Tailor-made services, luxury experiences and bespoke programmes may include several coordinated elements such as:

• private transfers;
• chauffeur services;
• multi-day transportation;
• private guides;
• restaurant reservations;
• hotel coordination;
• premium experiences;
• boats;
• helicopters;
• exclusive venues;
• attraction tickets;
• event access;
• special logistics;
• operational planning.

Due to the customised nature of these services, cancellation conditions may differ from standard services and will be communicated during the booking process whenever applicable.

Once confirmed, tailor-made services may become partially or fully non-refundable if Mystic Travels or its suppliers have already incurred costs or reserved dedicated resources.

11. Combined Services, Packages and Mixed Bookings

A combined service or package may include more than one service type, for example:

• airport transfer + private tour;
• transfer + experience;
• tour + lunch reservation;
• tour + wine tasting;
• chauffeur service + tickets;
• multi-day programme;
• transport + guide;
• transfer + hotel or event coordination;
• several transfers in one itinerary;
• services operated partly by Mystic Travels and partly by external suppliers.

Each component of a combined booking may be subject to its own cancellation rules.

If one component is refundable and another component is non-refundable, the refund will only apply to the refundable portion.

Mystic Travels may deduct from any refund:

• non-refundable supplier costs;
• issued tickets;
• committed partner costs;
• payment processing fees;
• administrative costs;
• costs already incurred in preparing or securing the service.

Cancellation of one component does not automatically cancel the remaining components unless expressly agreed in writing.

12. Multi-Day Services

Multi-day services may include private transportation, chauffeur availability, tours, experiences, accommodation coordination, partner services and operational planning over several days.

For multi-day services, the following conditions apply unless otherwise agreed:

Cancellation more than 14 days before the first service date

The client may be entitled to a refund of the refundable amount paid, excluding any non-refundable supplier costs already incurred.

Cancellation between 14 and 7 days before the first service date

The client may be entitled to a 50% refund of the refundable amount paid, excluding non-refundable supplier costs.

Cancellation less than 7 days before the first service date

The booking may become fully non-refundable.

Once the first service in a multi-day programme has started, unused services are non-refundable unless Mystic Travels is directly responsible for non-performance.

13. Tickets, Attractions and Third-Party Services

Tickets for attractions, museums, monuments, events, performances, boats, trains, scheduled activities or any third-party-operated service follow the terms and conditions of the relevant supplier.

Unless otherwise stated:

• tickets are non-refundable;
• tickets are non-transferable;
• tickets are non-changeable;
• date and time changes are subject to supplier rules;
• supplier cancellation conditions prevail over Mystic Travels’ general cancellation conditions.

Mystic Travels is not responsible for changes, delays, cancellations, closures, strikes, capacity restrictions or operational decisions imposed by third-party suppliers.

14. Official Guides

Official guides are external licensed professionals or authorised partners.

Once a guide has been confirmed, the guide fee may become partially or fully non-refundable, especially during high season, for full-day services, specialist language requests, private guide bookings, monument visits or tailor-made itineraries.

Guide availability is never guaranteed until confirmed.

If a guide is unavailable, Mystic Travels may propose:

• an alternative guide;
• an alternative language;
• a driver-led scenic service without guide;
• a modified itinerary;
• cancellation of the guide component only, where possible.

15. Restaurants, Wineries and Meal Reservations

Restaurant, winery and meal reservations may be subject to third-party terms.

Deposits, tasting fees, pre-selected menus, private rooms, special menus, exclusive tables or group bookings may be non-refundable after confirmation.

Mystic Travels is not responsible for:

• restaurant availability;
• menu changes;
• price changes;
• dietary restrictions not communicated in advance;
• delays caused by the client;
• refusal by the restaurant due to late arrival or conduct.

16. Boats, Cruises and Water-Based Activities

Boat trips, river cruises and water-based activities may be affected by weather, river conditions, sea conditions, safety rules, supplier decisions or legal restrictions.

If the supplier cancels the activity for safety or operational reasons, the supplier’s own refund or rescheduling policy shall apply.

Mystic Travels is not responsible for supplier decisions related to safety, weather or navigation conditions.

17. Flight Delays, Flight Changes and Airport Transfers

For airport transfers, the client must provide the correct flight number.

Flights are monitored only when the flight number is correctly provided.

If the flight is delayed, Mystic Travels will make reasonable efforts to adjust the pickup time according to operational availability.

However, Mystic Travels cannot guarantee unlimited driver or vehicle availability in the event of:

• major delays;
• diverted flights;
• cancelled flights;
• airport disruption;
• missing or incorrect flight information;
• last-minute flight changes;
• failure by the client to inform Mystic Travels.

If the client provides incorrect flight details or fails to communicate a change, the service may be treated as a No-Show.

18. Waiting Time

Airports

Airport transfers include complimentary waiting time after the actual landing time, provided that the correct flight number was supplied.

The included waiting time is:

• up to 60 minutes for Schengen flights;
• up to 90 minutes for flights requiring passport or border control, when applicable.

After the complimentary waiting period:

• additional waiting fees may apply;
• the driver may be released;
• the service may be classified as a No-Show;
• a new service may need to be booked and paid separately.

Hotels, Residences, Apartments and Other Locations

For pickups from hotels, residences, apartments, offices, restaurants, ports, train stations or other non-airport locations, the service includes up to 15 minutes of complimentary waiting time.

After this period:

• additional waiting fees may apply;
• the service may be delayed or shortened;
• the driver may be released;
• the booking may be classified as a No-Show.

Tours and Hourly Services

For tours and hourly services, delays caused by the client may reduce the available service time.

The original end time may still apply unless an extension is operationally possible and accepted by Mystic Travels.

Additional hours may be charged.

19. No-Show Policy

A reservation shall be considered a No-Show if the client or passenger:

• fails to appear at the agreed pickup location;
• does not respond to phone, WhatsApp or email contact attempts;
• provides incorrect pickup information;
• provides incorrect flight or travel information;
• exceeds the applicable waiting time;
• abandons the service unilaterally;
• refuses the service at pickup;
• cannot be located by the driver;
• is not ready to depart within the applicable waiting period.

In the event of a No-Show:

• the service shall be considered fully performed;
• no refund shall apply;
• any additional service must be booked and paid separately.

20. Reservation Changes

All modification requests are subject to:

• operational availability;
• vehicle availability;
• driver availability;
• partner availability;
• supplier availability;
• logistical feasibility;
• legal and safety requirements.

Changes may include:

• date changes;
• time changes;
• pickup or drop-off changes;
• itinerary changes;
• additional stops;
• passenger number changes;
• luggage changes;
• vehicle category changes;
• service duration changes;
• supplier changes.

Changes may result in:

• price adjustments;
• additional charges;
• vehicle upgrades;
• supplier penalties;
• reduced service duration;
• impossibility of execution.

Late modification requests may not be possible.

A change is only confirmed once accepted in writing by Mystic Travels.

21. Changes Requested During the Service

Any change requested during the service, including route changes, additional stops, waiting time, itinerary extensions or destination changes, is subject to driver availability, operational feasibility and price adjustment.

The driver is not authorised to approve major contractual changes unless validated by Mystic Travels.

Additional costs may be charged before, during or after the service.

22. Luggage Policy

The client is responsible for providing accurate information regarding:

• number of suitcases;
• size of suitcases;
• oversized luggage;
• sports equipment;
• wheelchairs;
• strollers;
• musical instruments;
• fragile items;
• bulky items;
• special equipment.

Mystic Travels reserves the right to:

• refuse excessive luggage;
• require a larger vehicle;
• charge for a vehicle upgrade;
• refuse unsafe or unsuitable items;
• cancel the service if luggage makes transportation unsafe or legally impossible.

If the luggage exceeds the booked vehicle capacity, delays, service modifications, additional charges or cancellation without refund may apply.

23. Children and Child Seats

The client is responsible for correctly informing Mystic Travels of:

• number of children;
• age of each child;
• approximate weight;
• required child seat type;
• booster requirements;
• any special safety needs.

Failure to provide accurate information may legally prevent the service from being performed.

If the correct child seat was not requested in advance, Mystic Travels may be unable to provide the service and no refund shall apply if the failure is attributable to the client.

Child seats are subject to availability and must be requested in advance.

24. Accessibility and Special Assistance

Clients requiring special assistance, wheelchair access, mobility support, adapted vehicles or additional loading time must inform Mystic Travels before booking confirmation.

Not all vehicles are adapted for all accessibility needs.

Mystic Travels will make reasonable efforts to accommodate such requests, but service execution depends on vehicle availability, safety conditions and operational feasibility.

Failure to disclose accessibility needs in advance may result in inability to perform the service, without refund if the service becomes impossible due to missing or inaccurate information.

25. Animals and Pets

Pets or assistance animals must be declared before booking confirmation.

Acceptance of animals depends on:

• vehicle type;
• legal requirements;
• safety conditions;
• driver availability;
• proper transport equipment;
• service type.

Mystic Travels reserves the right to refuse animals not previously declared, except where legally required.

Additional cleaning fees may apply.

26. Client Conduct and Right to Refuse Service

Mystic Travels reserves the right to refuse, interrupt or terminate a service in cases involving:

• abusive behaviour;
• verbal aggression;
• physical aggression;
• threats;
• harassment;
• discrimination;
• severe intoxication;
• drug use;
• unsafe behaviour;
• refusal to follow safety instructions;
• damage to the vehicle;
• illegal activity;
• conduct compromising the driver, passengers, vehicle or operation.

In such cases:

• the service may be terminated immediately;
• no refund shall apply;
• additional costs may be charged;
• authorities may be contacted where appropriate.

27. Damages, Cleaning and Operational Losses

Clients may be held financially responsible for:

• vehicle damage;
• extraordinary cleaning;
• vomiting incidents;
• stains;
• broken equipment;
• damaged seats;
• lost accessories;
• smoking inside the vehicle;
• negligent behaviour;
• costs resulting from vehicle downtime;
• operational losses caused by client conduct.

Mystic Travels reserves the right to charge all associated repair, cleaning, replacement or operational costs.

28. Food, Drinks and Smoking

Smoking is not permitted inside any vehicle.

Food and drinks may be restricted depending on the vehicle and service type.

The client is responsible for any damage, stains or cleaning caused by food, drinks or other substances.

29. Lost Property

Mystic Travels will make reasonable efforts to assist with lost property enquiries.

However, Mystic Travels is not responsible for items forgotten, lost or damaged during the service.

If an item is found, return delivery may be subject to:

• driver availability;
• courier costs;
• administrative costs;
• additional transfer or delivery charges.

30. Weather, Traffic and Route Conditions

Mystic Travels is not responsible for delays, route changes or service disruption caused by:

• traffic;
• accidents;
• roadworks;
• road closures;
• demonstrations;
• police restrictions;
• weather conditions;
• natural events;
• airport congestion;
• border control;
• strikes;
• public events;
• unexpected operational restrictions.

Drivers may choose alternative routes when reasonably necessary for safety, timing or operational reasons.

Missed flights, trains, cruises, restaurant bookings, activities or connections caused by external factors are not the responsibility of Mystic Travels.

31. Client Delays

If the client is late, the service may be affected.

Client delays may result in:

• reduced tour duration;
• missed visits;
• shortened itinerary;
• additional waiting charges;
• impossibility of completing the full programme;
• classification as No-Show;
• loss of supplier reservations;
• loss of tickets or scheduled activities.

No refund shall apply for unused time or missed components caused by client delay.

32. Early Termination by the Client

If the client voluntarily decides to end the service earlier than scheduled, no refund shall apply for unused time, kilometres, visits, activities or services.

33. Service Interruption by Mystic Travels

If Mystic Travels is unable to perform a confirmed service due to reasons directly attributable to Mystic Travels, the client may be entitled to:

• a replacement service;
• an equivalent alternative;
• rescheduling;
• a partial refund;
• a full refund, where no reasonable alternative is possible.

Mystic Travels’ liability shall be limited to the amount effectively paid for the affected service.

34. Vehicle Substitution

Mystic Travels reserves the right to substitute the vehicle originally planned with an equivalent or superior category vehicle whenever necessary due to operational, mechanical, logistical or availability reasons.

A vehicle substitution shall not entitle the client to a refund provided that the replacement vehicle is suitable for the booked service and passenger/luggage requirements.

35. Driver Substitution

Mystic Travels reserves the right to assign or replace drivers according to operational needs, availability, legal working time limits, safety requirements or unforeseen circumstances.

Driver substitution shall not entitle the client to a refund.

36. Services Performed by Authorised Partners

Certain services may be operated by authorised external partners.

In such cases:

• booking coordination may still be handled by Mystic Travels;
• operational execution may be handled by the partner;
• vehicle and driver details may belong to the executing partner;
• partner terms may apply to specific service components.

Mystic Travels works with selected partners but cannot be held responsible for circumstances beyond its reasonable control.

37. Force Majeure

Mystic Travels shall not be held liable for failure, delay, modification or interruption caused by events beyond reasonable control, including but not limited to:

• natural disasters;
• fires;
• floods;
• storms;
• pandemics;
• epidemics;
• strikes;
• governmental actions;
• civil unrest;
• terrorism;
• war;
• airport closures;
• port closures;
• road closures;
• major accidents;
• infrastructure failures;
• fuel shortages;
• extreme weather;
• supplier failure caused by force majeure.

Whenever possible, Mystic Travels will propose reasonable alternative solutions.

Refunds in force majeure situations will depend on the recoverable amounts from suppliers and the costs already incurred.

38. Chargebacks and Payment Disputes

By making a payment, the client confirms that:

• the transaction was authorised;
• the service booked was understood;
• the price was accepted;
• this policy was accepted;
• the payment was made voluntarily.

In the event of a payment dispute or chargeback, Mystic Travels reserves the right to provide financial institutions, payment processors, banks, legal representatives or competent authorities with:

• booking confirmations;
• vouchers;
• payment records;
• invoices;
• email correspondence;
• WhatsApp messages;
• call records where available;
• operational records;
• driver assignment records;
• location records;
• system logs;
• supplier confirmations;
• proof of service performance;
• cancellation records;
• acceptance of terms.

Fraudulent or abusive chargebacks may result in legal action and recovery of all associated costs.

39. Refund Processing

Approved refunds shall be processed using the original payment method unless otherwise agreed.

Refund processing time may vary depending on the bank, card issuer, payment processor or financial institution.

Estimated refund processing time is usually between 5 and 15 business days after approval.

Transaction fees, gateway fees, banking fees, card fees, currency conversion charges and administrative fees may be non-refundable.

Mystic Travels is not responsible for delays caused by banks, payment processors or card issuers.

40. Currency, Bank Fees and Exchange Rates

All prices are normally quoted in euros unless otherwise stated.

If the client pays in another currency or through an international payment method, the final amount charged may vary due to:

• exchange rates;
• card issuer fees;
• bank fees;
• international transaction fees;
• payment processor fees.

Mystic Travels is not responsible for currency conversion differences or bank charges applied by third parties.

41. B2B, Corporate, Agency and Partner Bookings

Bookings made by companies, hotels, agencies, tour operators, concierges or corporate clients may be subject to specific commercial agreements.

Unless otherwise agreed in writing, this Cancellation & Refund Policy applies to B2B bookings.

For credit accounts or invoice-based bookings, late cancellations, No-Shows and non-refundable services may still be invoiced in full.

The company, agency or partner making the booking is responsible for ensuring that the final passenger is aware of the relevant pickup details, times, luggage limits and service conditions.

42. Invoicing and Credit Notes

Invoices are issued according to the billing details provided by the client.

The client is responsible for providing correct invoicing details before invoice issuance.

Invoice corrections may be subject to legal, accounting and administrative limitations.

Where applicable, credit notes may be issued to correct invoices or reflect approved refunds.

A refund approval does not automatically cancel an invoice unless legally and accounting-wise required.

43. Cancellation Requests

All cancellation requests must be submitted in writing to:

Email: booking@mystic-travels.com

or through an official Mystic Travels communication channel previously used for the booking.

The cancellation request must include:

• client name;
• reservation number, if available;
• service date;
• pickup location;
• reserved service description;
• contact details;
• reason for cancellation, where relevant.

The official cancellation time shall correspond to the moment the request is received by Mystic Travels.

Requests sent outside office hours, weekends or public holidays may be processed on the next business day, but the cancellation time shall be based on the time the written request was received.

44. Refund Requests

Refund requests must be submitted in writing.

Mystic Travels may request supporting information, including:

• booking confirmation;
• payment confirmation;
• cancellation reason;
• bank or payment details;
• proof of duplicate payment;
• supplier documentation, where applicable.

Refunds will only be approved after internal verification.

45. Operational Communication

The client must ensure that the contact details provided are correct and available before and during the service.

Mystic Travels may communicate through:

• email;
• phone;
• WhatsApp;
• SMS;
• booking platform;
• partner platform;
• hotel or agency contact.

Mystic Travels shall not be responsible for service failures caused by incorrect, unavailable or unanswered contact details.

46. Accuracy of Booking Information

The client is responsible for providing accurate information, including:

• pickup address;
• drop-off address;
• date;
• time;
• flight number;
• train number;
• cruise details;
• passenger number;
• luggage quantity;
• child seat needs;
• accessibility needs;
• special requests;
• billing details.

Incorrect or incomplete information may result in delays, additional charges, service failure or No-Show classification.

47. Special Requests

Special requests are subject to availability and must be confirmed in writing.

Special requests may include:

• specific vehicle model;
• specific driver;
• specific language;
• child seats;
• wheelchair assistance;
• refreshments;
• signage;
• scenic stops;
• flexible itinerary;
• premium vehicle;
• extra luggage space;
• special pickup instructions.

A request is not guaranteed unless confirmed by Mystic Travels.

48. Complaints

Any complaint regarding a service must be submitted in writing within 7 calendar days of the service date.

The complaint must include:

• client name;
• booking reference;
• service date;
• description of the issue;
• supporting evidence where available.

Mystic Travels will review complaints in good faith.

Failure to submit a complaint within the stated period may limit the possibility of investigation or compensation.

49. Limitation of Liability

Mystic Travels acts as a tourism operator and private transportation provider.

To the maximum extent permitted by law, Mystic Travels’ liability shall be limited to the amount effectively paid for the affected service.

Mystic Travels shall not be liable for:

• indirect losses;
• consequential damages;
• loss of enjoyment;
• loss of profit;
• missed flights;
• missed trains;
• missed cruises;
• missed meetings;
• missed events;
• lost business opportunities;
• additional accommodation costs;
• additional transport costs;
• costs arising from third-party delays or cancellations;
• circumstances beyond reasonable control.

50. Data Protection

All personal data is processed in accordance with applicable data protection laws and GDPR regulations.

Personal data may be used for:

• booking management;
• service execution;
• payment processing;
• invoicing;
• customer support;
• supplier coordination;
• legal compliance;
• fraud prevention;
• dispute resolution.

For more information, clients should consult the Mystic Travels Privacy Policy available on the official website.

51. Governing Law and Jurisdiction

This policy shall be governed by Portuguese law.

Any dispute arising from this policy, the booking or the service shall fall under the jurisdiction of the competent courts of Porto, Portugal, unless otherwise required by mandatory applicable law.

52. Policy Updates

Mystic Travels reserves the right to update this Cancellation & Refund Policy at any time.

The latest version shall be available on the official Mystic Travels website.

The applicable policy is the version in force at the time of booking, unless a later version is expressly accepted by the client.

53. Acceptance of Terms

By making a reservation with Mystic Travels, the client confirms that they:

• have read this Cancellation & Refund Policy;
• understand the applicable cancellation conditions;
• accept the refund rules;
• accept the payment conditions;
• accept the operational conditions associated with the reserved service;
• accept that third-party supplier conditions may apply where relevant;
• accept that certain services may become partially or fully non-refundable after confirmation.