Cancellation & Refund Policy

Cancellation & Refund Policy — Mystic Travels

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

Last update: November 2025

1. Scope of this Policy

This Cancellation & Refund Policy governs the rules applicable to cancellations, booking modifications, refunds and disputes related to services purchased through Mystic Travels.

This policy applies to all services offered through the Mystic Travels website, booking system, email, phone or any authorized partner.

Services include but are not limited to:

• Private Transfers
• Chauffeur Services
• Private and Shared Tours
• Tourism Experiences and Activities
• Attraction Tickets
• Restaurant Reservations
• Hotel Reservations
• Event Transportation
• Corporate Transportation
• Luxury Services (helicopter flights, yacht charters, private guides, etc.)

By completing a booking, the client acknowledges that they have read, understood and accepted this policy.

2. Booking Confirmation

A reservation becomes legally binding when any of the following occurs:

• Payment is completed online
• A deposit is received
• Written confirmation is issued by email
• The reservation is confirmed via booking system
• A corporate or B2B booking is confirmed through a contracted agreement

Once confirmed, the booking is subject to the cancellation conditions described below.

3. Transfer Cancellation Policy

Cancellation more than 24 hours before pickup

If a transfer service is cancelled more than 24 hours before the scheduled pickup time, the client is entitled to:

100% refund of the amount paid.

Cancellation within 24 hours

If a transfer is cancelled less than 24 hours before the scheduled pickup time, the booking becomes:

Non-refundable.

Driver dispatched

If the driver has already started travelling to the pickup location:

• The service will be considered initiated
• No refund will be issued.

4. Tour Cancellation Policy

Cancellation more than 48 hours before the tour

Clients cancelling more than 48 hours before the tour start time are eligible for:

Full refund.

Cancellation between 24 and 48 hours

Clients cancelling between 24 and 48 hours before the tour start time are eligible for:

50% refund of the booking value.

Cancellation less than 24 hours

Cancellations made less than 24 hours before the scheduled tour are non-refundable.

5. Experiences and Activities

Experiences often involve third-party suppliers including:

• wineries
• river cruises
• restaurants
• museums
• cultural venues
• helicopter operators
• yacht operators
• private guides

In these cases:

• Supplier cancellation policies apply.

Certain experiences are strictly non-refundable once confirmed, particularly when:

• tickets are issued
• slots are reserved
• suppliers require advance payment

Mystic Travels will communicate these conditions when applicable.

6. Ticket Reservations

Tickets for attractions, museums, shows or events follow supplier policies.

Unless otherwise stated:

Tickets are non-refundable and non-transferable.

Changes requested by the supplier or attraction are outside Mystic Travels’ control.

7. Group Bookings

Bookings for groups, events, weddings, conferences or corporate transportation may be subject to special cancellation conditions.

Typical rules include:

• deposit required at confirmation
• partial refund depending on cancellation timing
• non-refundable operational costs

Specific conditions will be communicated during the booking process.

8. Luxury and Special Services

Services involving high-value operations such as:

• helicopter flights
• yacht charters
• luxury chauffeur services
• Michelin restaurant bookings
• exclusive private experiences

may be subject to strict non-refundable conditions once confirmed due to supplier commitments.

9. No-Show Policy

A booking will be classified as a No-Show if the client:

• fails to appear at the pickup location
• cannot be reached by phone or email
• arrives beyond the allowed waiting period
• refuses the service at the scheduled time

In such situations:

• the service is considered completed
• no refund will be issued.

10. Waiting Time

Airport Transfers

Airport pickups include:

60 minutes complimentary waiting time after flight landing.

After this period:

• additional waiting charges may apply
• service may be cancelled without refund.

Other Pickups

For pickups at hotels, residences or other locations:

15 minutes complimentary waiting time is included.

After this period:

• additional waiting charges may apply
• service may be cancelled.

11. Booking Modifications

Clients may request booking modifications including:

• pickup time changes
• route adjustments
• passenger number changes
• vehicle upgrades
• location changes

Modifications:

• depend on availability
• may involve additional costs

Short-notice changes cannot always be guaranteed.

12. Refund Processing

Approved refunds will be processed using the same payment method used for the booking, unless otherwise agreed.

Refund processing time:

5 to 10 business days, depending on financial institutions and payment providers.

Transaction fees charged by payment providers may not be refundable.

13. Payment Disputes and Chargebacks

By completing payment, the client confirms that:

• they authorized the transaction
• the service description was clear
• the cancellation terms were accepted

In case of payment disputes or chargebacks, Mystic Travels reserves the right to submit evidence to the payment processor including:

• booking confirmation
• email correspondence
• service documentation
• operational records
• driver dispatch logs
• location timestamps

Fraudulent chargebacks may result in legal recovery procedures.

14. Non-Refundable Services

Certain services are classified as non-refundable once confirmed, including:

• attraction tickets
• pre-paid experiences
• supplier-reserved services
• customized tours
• special group services
• exclusive experiences

These conditions will be communicated before booking confirmation.

15. Third-Party Supplier Responsibility

When services are delivered by external suppliers, operational responsibility lies with the respective partner.

Mystic Travels acts as a booking intermediary for these services.

16. Force Majeure

Mystic Travels shall not be held responsible for service disruption due to events beyond reasonable control, including but not limited to:

• natural disasters
• extreme weather
• strikes
• government restrictions
• political events
• accidents
• pandemics
• airport closures

In such situations services may be rescheduled, modified or cancelled.

17. Fraud Prevention

Mystic Travels reserves the right to cancel bookings suspected of:

• fraudulent payments
• unauthorized card use
• identity inconsistencies
• suspicious booking patterns

Clients may be requested to provide identity verification before confirmation.

18. Communication and Cancellation Requests

Cancellation requests must be submitted through:

📧 booking@mystic-travels.com

or

📞 +351 930 664 660

The request must include:

• client name
• booking reference
• service date
• service type

19. Policy Updates

Mystic Travels reserves the right to update this policy at any time.

The updated version becomes effective upon publication on the website.

20. Acceptance

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

• have read this policy
• understand the terms
• fully accept the cancellation and refund conditions described above.