Cancellation & Refund Policy

Cancellation & Refund Policy — Mystic Travels

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

Last updated: May 2026

1. Scope and Application

This Cancellation & Refund Policy governs the conditions applicable to:

• reservation cancellations
• service modifications
• refund requests
• partial or full payments
• payment disputes
• chargebacks
• operational interruptions
• non-performed services
• services provided by external suppliers or partners

This policy applies to all bookings made through:

• the official website
• online booking system
• email
• telephone
• WhatsApp
• authorised partners
• hotels
• travel agencies
• tour operators
• corporate and B2B clients

Covered services include, but are not limited to:

• private transfers
• chauffeur services
• private or shared tours
• travel experiences
• corporate transportation
• event transportation
• premium services
• group transportation
• minibuses and coaches
• luxury and tailor-made services

By making a reservation, the client confirms having read, understood, and fully accepted these terms.

2. Reservation Confirmation

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

• full payment
• partial payment or deposit
• written confirmation by email
• voucher issuance
• booking system confirmation
• operational confirmation by Mystic Travels
• confirmation through a corporate or B2B agreement

Reservation confirmation implies full acceptance of this policy.

3. Payments and Deposits

Mystic Travels may require:

• full advance payment
• partial deposit
• card pre-authorisation
• bank transfer payment
• secure payment link
• payment directly to the driver, when previously authorised

High-value reservations, exclusive services, groups, events, or tailor-made services may require mandatory advance payment.

Payments are only considered valid once funds have been effectively received and confirmed.

4. Cancellation Policy — Category A

Vehicles up to 7 Passengers

Applicable to:

• Standard Taxi
• XXL Taxi up to 7 passengers
• Electric Vehicles
• Premium Sedans
• Mercedes E-Class
• Mercedes V-Class
• Vans up to 7 passengers

Cancellations more than 72 hours before service

The client shall be entitled to a full refund.

Cancellations between 72 and 24 hours before service

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

Cancellations less than 24 hours before service

The reservation shall become non-refundable.

5. Cancellation Policy — Category B

Vehicles above 7 Passengers and Group Services

Applicable to:

• Mercedes Sprinter
• Minibuses
• Coaches
• Group transportation
• Conferences
• Events
• Weddings
• Corporate group transportation

Cancellations more than 5 business days before service

The client shall be entitled to a full refund.

Cancellations between 5 business days and 72 hours before service

The client shall be entitled to a 50% refund.

Cancellations less than 72 hours before service

The reservation shall become non-refundable.

6. Tours, Experiences and Tailor-Made Services

Private tours, exclusive experiences, and tailor-made services may be subject to specific cancellation conditions communicated during the booking process.

Services involving:

• external suppliers
• advance reservations
• issued tickets
• restaurants
• boats
• helicopters
• hotels
• official guides
• premium experiences

may become partially or fully non-refundable after confirmation.

7. Tickets, Attractions and Third-Party Services

Tickets for attractions, museums, monuments, events, or scheduled activities follow the conditions established by the supplier or operator.

Unless otherwise stated:

• tickets are non-refundable
• tickets are non-transferable
• tickets are non-changeable

Mystic Travels is not responsible for changes imposed by third-party suppliers.

8. No-Show Policy

A reservation shall be considered a “No-Show” if the client:

• fails to appear at the agreed pickup location
• does not respond to contact attempts
• exceeds the maximum waiting period
• abandons the service unilaterally
• refuses the service at pickup

In such cases:

• the service shall be considered fully performed
• no refund shall apply

9. Waiting Time

Airports

Airport transfers include:

• up to 60 minutes of complimentary waiting time after landing for Schengen flights
• up to 90 minutes for flights requiring border control, when applicable

Flights will only be monitored if the client correctly provides the flight number.

After the complimentary waiting period:

• additional waiting fees may apply
• the service may be classified as a No-Show

Hotels, Residences and Other Locations

The service includes:

• up to 15 minutes of complimentary waiting time

Additional waiting charges may apply thereafter.

10. Reservation Changes

All modification requests are subject to:

• operational availability
• vehicle availability
• driver availability
• logistical feasibility

Changes may result in:

• price adjustments
• vehicle category changes
• additional operational costs
• impossibility of execution

Late modification requests may not be possible.

11. Luggage Policy

The client is responsible for providing accurate information regarding:

• number of suitcases
• oversized luggage
• additional equipment
• strollers
• wheelchairs
• bulky items

Mystic Travels reserves the right to:

• refuse excessive luggage
• require a vehicle upgrade
• refuse unsafe or unsuitable items

If luggage exceeds the vehicle capacity booked, delays, service modifications, or additional charges may apply.

12. Children and Child Seats

The client is responsible for correctly informing:

• child age
• approximate weight
• required child seat type

Failure to provide accurate information may legally prevent service execution.

13. Conduct and Right to Refuse Service

Mystic Travels reserves the right to refuse or interrupt services in cases involving:

• abusive behaviour
• aggression
• severe intoxication
• drug use
• threats
• vehicle damage
• conduct compromising operational safety

In such cases:

• the service may be terminated immediately
• no refund shall apply

14. Damages and Extraordinary Cleaning

Clients may be held financially responsible for:

• vehicle damage
• extraordinary cleaning
• vomiting incidents
• damaged equipment
• negligent behaviour causing operational losses

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

15. Limitation of Liability

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

The company’s maximum liability shall be limited to the amount effectively paid for the reserved service.

Mystic Travels shall not be held liable for:

• traffic delays
• accidents
• roadworks
• weather conditions
• road closures
• flight delays
• actions of third parties
• governmental restrictions
• strikes
• missed flights or connections
• indirect losses or consequential damages

16. Services Performed by Partners

Certain services may be operated by authorised external partners.

In such cases:

• coordination may still be handled by Mystic Travels
• operational responsibility may belong partially or entirely to the executing partner

17. Force Majeure

Mystic Travels shall not be held liable for failures or interruptions caused by events beyond reasonable control, including:

• natural disasters
• fires
• floods
• pandemics
• strikes
• governmental actions
• major accidents
• civil unrest
• airport closures
• infrastructure failures

Whenever possible, reasonable alternative solutions will be proposed.

18. Chargebacks and Fraud Prevention

By making a payment, the client confirms that:

• the transaction was authorised
• the contracted service was understood
• these terms were accepted

In the event of a payment dispute or chargeback, Mystic Travels reserves the right to provide financial institutions with:

• payment records
• vouchers
• email correspondence
• operational records
• system logs
• location records
• communication history

Fraudulent chargebacks may result in legal proceedings and recovery actions.

19. Refund Processing

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

Refund processing time may vary between:

• 5 to 15 business days

depending on the financial institution or payment processor.

Transaction or gateway fees may be non-refundable.

20. Cancellation Requests

All cancellation requests must be submitted to:

📧 booking@mystic-travels.com

or:

📞 +351 930 664 660

The request must include:

• client name
• reservation number
• service date
• reserved service description

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

21. Data Protection

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

22. Governing Law and Jurisdiction

This policy shall be governed by Portuguese law.

Any dispute shall fall under the exclusive jurisdiction of the courts of Porto, Portugal.

23. Policy Updates

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

The latest version will always be available at:

Mystic Travels Website

24. Acceptance of Terms

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

• have read these terms
• understood the applicable conditions
• fully accept this Cancellation & Refund Policy
• accept the operational conditions associated with the reserved service