Terms & Conditions | Mystic Travels

Terms and Conditions — Mystic Travels

Company: Mystic Travels — operated by Destino Descoberto, Lda
VAT Number: 510 884 490
RNAVT: 11027
Website: https://www.mystic-travels.com
Email: booking@mystic-travels.com
Phone / WhatsApp: +351 930 664 660

Last updated: June 2026

1. Introduction

These Terms and Conditions govern access to and use of the Mystic Travels website, as well as the booking, payment and provision of tourism services, private transportation, transfers, tours, experiences, tailor-made services, complementary reservations and other services made available by Mystic Travels.

By accessing the website, requesting a quotation, making a booking, completing a payment, confirming a service in writing or using any service provided by Mystic Travels, the user, client or passenger confirms that they have read, understood and fully accepted these Terms and Conditions.

Use of the website and booking of services also imply acceptance of the complementary policies published by Mystic Travels, including, where applicable:

Cancellation and Refund Policy;
Privacy Policy;
Cookie Policy;
specific conditions indicated in the quotation, voucher, email or service page;
third-party supplier conditions, where applicable.

In the event of any conflict between these Terms and Conditions and specific conditions expressly communicated to the client for a particular booking, the specific conditions of that booking shall prevail.

2. Company Identification

Mystic Travels is a commercial brand operated by Destino Descoberto, Lda, a company registered in Portugal, with VAT Number 510 884 490.

Mystic Travels operates in the tourism, private transfers, tours, experiences and related services sector, and may provide services directly or through partners, drivers, guides, operators, tourism suppliers, transport companies or duly authorised entities.

3. Legal Framework

Mystic Travels carries out its activity in accordance with applicable Portuguese and European legislation, including, among others:

legislation applicable to travel agencies and tourism operators;
legislation on package travel and linked travel arrangements;
consumer protection legislation;
legislation on distance contracts and contracts concluded away from business premises;
e-commerce legislation;
legislation applicable to passenger transportation;
tax and invoicing legislation;
legislation applicable to the Complaints Book;
legislation on alternative dispute resolution for consumer disputes;
the General Data Protection Regulation;
applicable Portuguese civil, commercial, tourism and contractual law.

Nothing in these Terms and Conditions excludes mandatory rights granted to consumers by law.

4. Definitions

For the purposes of these Terms and Conditions:

Mystic Travels means the commercial brand through which the services described in this document are promoted and provided.

Client means any natural or legal person who requests, books, confirms or pays for a service.

User means any person who accesses or uses the website.

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

Traveller means the client or passenger where applicable in the context of package travel or linked travel arrangements.

Service means any transfer, tour, experience, chauffeur service, transportation, ticket, complementary reservation, package, tailor-made programme or related service provided or arranged by Mystic Travels.

Booking / Reservation means the confirmation of a service by payment, voucher, email, booking system, written confirmation or operational agreement.

External supplier means any third party involved in the full or partial provision of a service, including guides, restaurants, wineries, boats, museums, monuments, hotels, activity operators, transport companies, drivers, partner companies, cultural entities, event organisers or other providers.

Authorised partner means an external entity that provides services in cooperation with Mystic Travels.

Voucher means the booking confirmation document containing the essential details of the contracted service.

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

Business day means Monday to Friday, excluding national public holidays in Portugal.

5. Scope of Services

Mystic Travels may provide, among others, the following services:

private transfers;
airport transfers;
intercity transfers;
long-distance transfers;
group transportation;
executive transportation;
private chauffeur services;
hourly hire services;
chauffeur service;
private tours;
shared tours;
gastronomic experiences;
wine experiences;
cultural experiences;
nautical experiences;
premium experiences;
tailor-made services;
multi-day programmes;
travel packages;
complementary reservations;
tickets;
corporate services;
hotel services;
agency and operator services;
event transportation;
wedding transportation;
corporate transportation;
premium vehicle services;
services with minivans, minibuses or coaches.

The specific description of each service shall be the one indicated on the website, quotation, voucher, confirmation email or written communication sent to the client.

6. Use of the Website

The user undertakes to use the Mystic Travels website lawfully, correctly and in accordance with these Terms and Conditions.

It is forbidden to use the website for:

unlawful purposes;
submitting false information;
attempting unauthorised access to systems;
unauthorised copying of content;
interfering with website operation;
abusive use of forms;
fraudulent practices;
infringement of third-party rights;
automated data collection without authorisation.

Mystic Travels reserves the right to restrict or block access to the website whenever abusive, fraudulent, illegal or technically harmful use is detected.

7. Website Information

Mystic Travels seeks to ensure that the information published on the website is accurate, up-to-date and clear.

However, errors, omissions, availability changes, price changes, operational changes, technical errors or delays in content updates may occur.

Information published on the website does not constitute a definitive contractual offer unless the booking and price have been expressly confirmed by Mystic Travels.

Mystic Travels reserves the right to correct errors, update content, change descriptions, modify prices or remove services from the website at any time.

8. Quotations, Proposals and Validity

Quotations and proposals issued by Mystic Travels are valid for the period indicated in the proposal itself.

In the absence of a specific validity period, the proposal may be considered valid for 48 hours, unless there is a change in availability, costs, high-season demand, special events or relevant operational circumstances.

A proposal does not guarantee availability until the booking has been formally confirmed.

Mystic Travels may revise or withdraw a proposal before confirmation if relevant changes occur, including:

vehicle unavailability;
driver unavailability;
supplier changes;
external price changes;
tax changes;
manifest error;
itinerary change;
change in passenger numbers;
luggage change;
change in service duration or complexity.

9. Booking Confirmation

A booking shall be considered confirmed when any of the following occurs:

full payment;
partial payment or deposit;
written confirmation by Mystic Travels;
voucher issuance;
booking system confirmation;
email confirmation;
WhatsApp confirmation;
confirmation under a B2B agreement;
operational confirmation by Mystic Travels;
express acceptance of a proposal by the client, where applicable.

Once confirmed, the booking becomes binding for both parties.

Booking confirmation implies acceptance of these Terms and Conditions, the Cancellation and Refund Policy and the specific conditions of the service.

10. Information Required for Booking

The client must provide complete, accurate and up-to-date information, including, where applicable:

client name;
passenger names;
telephone contact;
email;
service date;
pickup time;
pickup location;
destination;
number of passengers;
number and size of luggage items;
flight number;
flight origin;
train number;
cruise details;
children’s ages;
child seat requirements;
mobility or accessibility requirements;
special requests;
billing details;
company details, where applicable.

Mystic Travels shall not be responsible for failures, delays, additional costs or inability to perform the service caused by incorrect, incomplete or late information provided by the client.

11. Vouchers and Confirmations

Where applicable, Mystic Travels will issue a voucher or written confirmation containing the main booking details.

The client must carefully check all information contained in the voucher or confirmation, including:

date;
time;
pickup location;
destination;
number of passengers;
vehicle type;
booked service;
contact details;
specific conditions;
prices;
billing details.

Any error must be reported immediately to Mystic Travels.

Failure to report an error may imply acceptance of the details shown on the voucher.

12. Prices

All prices are shown in euros, unless expressly stated otherwise.

Prices may vary depending on:

distance;
duration;
vehicle type;
number of passengers;
luggage;
time of day;
season;
day of the week;
public holidays;
special events;
toll costs;
parking costs;
external suppliers;
waiting time;
additional stops;
route changes;
operational availability;
level of personalisation;
urgency of the booking.

Prices shown on the website may be indicative until final confirmation.

Mystic Travels reserves the right to correct obvious pricing errors before booking confirmation.

13. Taxes, Fees and Charges

Prices include legally applicable taxes, unless otherwise stated.

Additional charges may apply where relevant, including:

tolls;
parking;
airport fees;
access fees;
city taxes;
ferry costs;
restricted-area access costs;
extra hours;
additional waiting time;
extra luggage;
child seats;
vehicle upgrades;
night supplements;
weekend supplements;
public holiday supplements;
external supplier costs;
payment fees;
bank or currency exchange charges.

Whenever possible, these charges will be communicated in advance.

14. Payments

Mystic Travels may accept, among others, the following payment methods:

credit card;
debit card;
bank transfer;
secure payment link;
online payment;
payment reference;
payment to the driver, when authorised;
B2B invoicing;
previously approved corporate credit.

Mystic Travels may require full or partial payment before the service is performed.

The booking is only guaranteed once the requested payment has been received or once Mystic Travels expressly confirms the booking in writing.

15. Deposits and Pre-Payments

Mystic Travels may request a deposit or pre-payment to secure:

vehicle availability;
driver availability;
calendar allocation;
operational resources;
external suppliers;
guides;
tickets;
experiences;
restaurants;
boats;
premium services;
multi-day programmes;
group services;
tailor-made services.

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

Where a deposit is identified as non-refundable, that condition shall prevail over general rules, unless mandatory law provides otherwise.

16. Failure to Pay

Failure to pay within the indicated deadline may result in:

booking cancellation;
vehicle release;
supplier cancellation;
loss of availability;
loss of non-refundable amounts;
suspension of future services;
collection of outstanding amounts;
statutory late-payment interest, where applicable;
debt recovery action, where applicable.

For B2B, corporate, agency or partner bookings, services performed and not paid may result in immediate suspension of new bookings until full settlement.

17. Card Payments and Payment Links

Card payments or secure payment links may be processed through external payment providers.

The client is responsible for ensuring that:

the card is valid;
the transaction is authorised;
the information provided is correct;
they are authorised to use the payment method.

Mystic Travels is not responsible for bank declines, card blocks, 3D Secure authentication, bank limits, card issuer fees or currency exchange costs applied by third parties.

18. Chargebacks and Payment Disputes

By making a payment, the client confirms that:

they authorised the transaction;
they understood the booked service;
they accepted the price;
they accepted these Terms and Conditions;
they accepted the Cancellation and Refund Policy;
they received or had access to the applicable conditions.

In the event of a chargeback, bank dispute or payment claim, Mystic Travels reserves the right to provide the bank, payment processor, financial institution, competent authority or legal representative with:

vouchers;
invoices;
payment records;
emails;
WhatsApp messages;
operational records;
driver records;
location data, where available;
system logs;
proof of service performance;
proof of acceptance of terms;
proof of communication with the client.

Abusive or fraudulent chargebacks may result in administrative charges, judicial or extrajudicial debt recovery and any other legally admissible procedures.

19. Invoicing

The invoice will be issued according to the billing details provided by the client.

The client is responsible for providing correct billing details before invoice issuance, including:

name or company name;
tax identification number or VAT number;
fiscal address;
country;
email for invoice delivery;
internal reference, where applicable.

After issuance, invoice corrections may be subject to legal, tax and accounting limitations.

Where applicable, Mystic Travels may issue a credit note for correction, cancellation or approved refund purposes.

20. Private Clients

Private clients may be required to pay the service in full or in part before it is performed.

Consumer bookings are subject to the rights provided by applicable Portuguese and European legislation.

However, transportation, accommodation, catering, leisure, tickets, events, tours, experiences and services provided on a specific date or within a specific period may be excluded from the general 14-day right of withdrawal, as provided under the legislation applicable to distance contracts.

This exclusion does not affect the cancellation and refund conditions of Mystic Travels or its suppliers where these are more favourable to the client.

21. Corporate Clients

Corporate clients may benefit from specific commercial conditions, including:

monthly invoicing;
current account;
approved credit;
deferred payment terms;
negotiated prices;
recurring bookings;
dedicated operational contact;
service reports;
internal vouchers;
cost-centre invoicing.

These conditions only apply when previously approved in writing by Mystic Travels.

Mystic Travels reserves the right to suspend credit, monthly invoicing or future services in the event of late payment, non-compliance, financial risk or abusive use.

22. B2B Clients, Agencies, Hotels and Operators

Relationships with travel agencies, hotels, tour operators, DMCs, concierges, partner companies and other B2B clients may be subject to a specific agreement.

Unless otherwise agreed in writing, these Terms and Conditions shall apply.

The partner, agency, hotel or operator making the booking is responsible for:

correctly transmitting passenger details;
informing the passenger of the service conditions;
ensuring that the passenger knows the pickup time and location;
communicating luggage, children, flight and special requirements;
ensuring payment under the agreed terms;
being responsible before Mystic Travels for late cancellations, No-Shows or damage caused by passengers.

Resale of Mystic Travels services without written authorisation is prohibited whenever it involves misuse of the brand, alteration of commercial conditions, concealment of the service provider or reputational risk.

23. Private Transfers

Private transfers consist of pre-booked transportation services between a point of origin and a destination, and may include:

airport transfers;
hotel-airport transfers;
intercity transfers;
event transfers;
long-distance transfers;
transfers with stops;
corporate transfers;
group transfers;
transfers operated with standard, premium, van, minibus or coach vehicles.

Unless otherwise stated, the service includes:

professional driver;
vehicle suitable for the booking;
door-to-door transportation, where possible;
flight monitoring, where the flight number is provided;
complimentary waiting time within applicable limits;
operational support before the service.

The client must ensure that all pickup, destination, passenger, luggage and timing details are correct.

24. Airport Transfers

For airport transfers, the client must provide:

flight number;
airport;
flight origin;
expected arrival or departure time;
number of passengers;
luggage;
available telephone contact.

Mystic Travels monitors flights when the information is correctly provided.

If the flight is delayed, Mystic Travels will seek to adjust the pickup according to operational availability.

However, Mystic Travels does not guarantee unlimited availability in the event of:

major delays;
cancelled flights;
diverted flights;
flight changes;
missing information;
incorrect flight number;
lack of passenger response;
airport congestion;
abnormal border control delays;
lost luggage.

If the passenger does not appear or respond within the applicable waiting time, the service may be classified as a No-Show.

25. Waiting Time

Unless expressly stated otherwise, the following complimentary waiting times apply:

Airports

up to 60 minutes after landing for Schengen flights;
up to 90 minutes after landing for flights subject to passport or border control, where applicable.

Hotels, private addresses, offices and other locations

up to 15 minutes after the agreed time.

Tours, hourly services and chauffeur service

client delays count towards the total contracted duration;
the original end time may still apply;
extensions are subject to availability and additional charge.

After the complimentary waiting period, additional charges may apply or the driver may be released.

26. Private Tours

Private tours are tourism services organised according to the agreed itinerary, duration, vehicle category and conditions.

They may include:

transportation;
driver;
driver with local knowledge;
official guide, where contracted;
scenic stops;
exterior visits;
restaurant suggestions;
itinerary planning support;
free time;
complementary experiences;
tickets, when expressly included.

Unless expressly stated, tours do not include:

monument entrance fees;
meals;
drinks;
wine tastings;
official guides;
tickets;
personal expenses;
gratuities;
external supplier costs.

Mystic Travels may adjust the itinerary for operational reasons, weather, traffic, safety, site closures, access restrictions or supplier availability.

27. Shared Tours

Where Mystic Travels offers shared tours, the client accepts that:

the service may include other participants;
schedules must be strictly followed;
individual delays may result in loss of the service;
the itinerary may be less flexible than on a private tour;
the vehicle, guide or driver will be organised according to the group.

Each participant must behave respectfully towards other passengers, the driver, the guide, suppliers and visited locations.

Mystic Travels may exclude participants who compromise safety, punctuality or service quality.

28. Travel Experiences

Experiences may include, among others:

wine tastings;
winery visits;
gastronomic experiences;
workshops;
cruises;
cultural experiences;
nautical experiences;
guided visits;
premium activities;
private experiences;
services operated by external suppliers.

Some experiences are provided directly by external suppliers.

In such cases, the supplier’s conditions apply to the relevant component, including:

schedules;
age limits;
safety rules;
cancellation policy;
refund policy;
weather conditions;
minimum number of participants;
health restrictions;
supplier insurance;
operational responsibility.

Mystic Travels may act as organiser, intermediary, coordinator or reseller, depending on the case.

29. Tickets, Monuments, Museums and Attractions

Tickets for monuments, museums, attractions, events, shows, boats, trains or scheduled activities follow the rules of the relevant supplier.

Unless otherwise stated:

tickets are non-refundable;
tickets are non-transferable;
tickets cannot be changed;
reserved time slots must be respected;
client delays may result in loss of the ticket;
closures or changes imposed by the supplier follow the supplier’s policy.

Mystic Travels is not responsible for changes, closures, strikes, cancellations, queues, capacity limits, security measures or operational decisions made by third parties.

30. Complementary Reservations

At the client’s request, Mystic Travels may assist with the reservation of complementary services, including:

restaurants;
hotels;
museums;
monuments;
experiences;
wineries;
boats;
guides;
activities;
events;
private venues;
other tourism services.

By requesting these services, the client authorises Mystic Travels to contact suppliers, share strictly necessary data and make reservations on their behalf.

Each supplier may apply its own conditions, including deposits, cancellations, menus, schedules, access rules, group policies and penalties.

Mystic Travels does not guarantee external supplier availability until formal confirmation.

31. Combined Services and Packages

Combined services may include, for example:

transfer + tour;
transfer + experience;
tour + lunch;
tour + tickets;
tour + guide;
chauffeur service + reservations;
multi-day programme;
transportation + hotel;
transportation + activities;
multiple experiences within the same itinerary.

Each component may be subject to its own rules.

If one component is cancelled, unavailable or non-refundable, this does not automatically imply cancellation of the remaining components.

Where the service qualifies as package travel or a linked travel arrangement under applicable law, the corresponding legal rules shall apply, including applicable pre-contractual information duties, responsibility and protection.

32. Package Travel and Linked Travel Arrangements

Where a combination of services contracted through Mystic Travels meets the legal requirements for package travel or linked travel arrangements, the applicable legal provisions for such contracts shall apply.

In such cases, Mystic Travels will provide the traveller with the legally required information, including, where applicable:

main characteristics of the services;
total price;
payment terms;
minimum number of participants, where applicable;
cancellation conditions;
responsibility for service performance;
information on insolvency protection;
emergency contacts;
applicable standard information.

Where Mystic Travels merely facilitates the booking of separate services provided by third parties, responsibility for the proper performance of those services may belong to the relevant supplier, without prejudice to the traveller’s legally applicable rights.

33. Tailor-Made, Premium and Luxury Services

Tailor-made, premium or luxury services may involve specific planning, selected suppliers, dedicated resources, calendar allocation, special vehicles, guides, restaurants, exclusive activities, private experiences or complex programmes.

Due to their nature, these services may require:

advance payment;
non-refundable deposit;
specific cancellation conditions;
contracting external suppliers;
special deadlines;
manual confirmation;
individual operational validation.

Specific conditions will be communicated in the proposal where applicable.

34. Multi-Day Services

Multi-day services may include continuous transportation, tours, experiences, logistics, supplier coordination, accommodation, meals, guides or extended driver availability.

The client must confirm in advance:

itinerary;
schedules;
driver accommodation, where applicable;
driver meals, where applicable;
legal rest periods;
expected mileage;
border crossings or international travel;
luggage;
number of passengers;
included and excluded components.

Changes during multi-day programmes may generate additional costs.

35. International Services

Where the service involves international travel, the client must inform Mystic Travels in advance of all countries, stops and borders involved.

International services may be subject to:

different legal rules;
additional costs;
international tolls;
local fees;
specific authorisations;
insurance limitations;
legal driving and rest time limits;
documentation requirements;
availability of foreign partners.

Mystic Travels may refuse international services where adequate legal, operational or safety conditions do not exist.

36. Vehicles

Mystic Travels may operate or arrange services with different vehicle categories, including:

taxi;
standard vehicle;
electric vehicle;
premium sedan;
Mercedes E-Class or similar;
Mercedes V-Class or similar;
van;
minivan;
Mercedes Sprinter or similar;
minibus;
coach;
premium or luxury vehicles;
vehicles operated by authorised partners.

Images displayed on the website are illustrative only, unless expressly stated otherwise.

The booked category guarantees an equivalent type or level of service, but not necessarily a specific model, licence plate, colour or configuration.

37. Vehicle Substitution

Mystic Travels reserves the right to substitute the initially planned vehicle with an equivalent or superior vehicle when necessary for:

operational reasons;
mechanical reasons;
logistical reasons;
safety reasons;
availability reasons;
maintenance;
force majeure;
change in passenger number or luggage.

Substitution by a suitable and equivalent vehicle does not entitle the client to a refund.

38. Drivers

Drivers are professionals qualified to provide the relevant service.

The client must respect the driver, safety instructions, schedules and vehicle rules.

The driver may refuse to transport passengers or items where there is a risk to:

safety;
legality;
vehicle integrity;
passenger integrity;
driver integrity;
compliance with traffic rules;
compliance with legal capacity limits.

39. Guides

Where an official guide is contracted, this will be expressly indicated in the proposal or voucher.

In the absence of such express indication, the service includes a driver but not an official guide.

The driver may provide local assistance, suggestions and general context, but does not replace an official guide in monuments, museums or places where such a guide is legally required.

Guides are subject to availability, language, schedule and their own conditions.

40. Luggage

The client must inform Mystic Travels in advance of the quantity and size of luggage.

Mystic Travels may refuse luggage that:

exceeds the vehicle’s capacity;
compromises safety;
prevents the boot from closing correctly;
blocks doors or exits;
exceeds legal limits;
was not previously communicated;
contains prohibited, dangerous or unsuitable items.

If luggage exceeds the capacity of the booked vehicle, it may be necessary to arrange:

vehicle upgrade;
additional vehicle;
service modification;
additional charge;
cancellation without refund, if the issue results from incorrect information provided by the client.

41. Children and Safety Seats

The client must inform Mystic Travels in advance of:

number of children;
age;
approximate weight;
type of seat required;
booster requirement;
special requirements.

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

Child seats are subject to availability and must be requested before booking confirmation.

Where the client fails to correctly inform Mystic Travels of child seat requirements, Mystic Travels is not responsible for inability to perform the service.

42. Accessibility and Reduced Mobility

Clients with reduced mobility, wheelchair requirements, special assistance needs, adapted vehicle requirements or additional boarding time must inform Mystic Travels before booking confirmation.

Mystic Travels will make reasonable efforts to accommodate special needs, but not all vehicles are adapted to all types of mobility requirements.

Failure to disclose relevant information may prevent service performance and generate additional costs.

43. Animals

Pets must be communicated before booking confirmation.

Acceptance of animals depends on:

type of service;
type of vehicle;
size of the animal;
safety conditions;
driver availability;
legal rules;
suitable transport equipment.

Assistance animals will be handled according to applicable legislation.

Mystic Travels may charge additional cleaning fees if animal transportation causes dirt, odours, damage or extraordinary cleaning needs.

44. Prohibited or Dangerous Items

It is forbidden to transport illegal, dangerous, flammable, explosive, toxic, poorly packed items or items that may damage the vehicle or endanger passengers, the driver or third parties.

Mystic Travels may refuse transportation of any item it considers unsafe, illegal or unsuitable.

45. Client Conduct

The client and passengers must maintain appropriate behaviour throughout the service.

It is forbidden to:

smoke inside the vehicle;
consume drugs;
transport illegal substances;
damage the vehicle;
threaten or insult the driver;
behave aggressively;
play music at excessive volume;
interfere with driving;
disregard safety rules;
open doors while the vehicle is moving;
exceed vehicle capacity;
abandon the service without notice;
disturb other passengers.

Mystic Travels may refuse, suspend or terminate the service without refund where client conduct compromises safety, legality, operation or the dignity of those involved.

46. Alcohol, Intoxication and Safety

Mystic Travels reserves the right to refuse or terminate services where passengers show severe intoxication, aggressive behaviour, vomiting risk, risk of vehicle damage or inability to comply with basic safety rules.

In such cases:

no refund shall apply;
cleaning costs may be charged;
damage costs may be charged;
authorities may be contacted, if necessary.

47. Damage and Extraordinary Cleaning

The client shall be responsible for damage caused by themselves or by passengers, including:

vehicle damage;
stains;
vomiting;
strong odours;
damaged seats;
broken equipment;
lost accessories;
extraordinary cleaning;
vehicle downtime;
operational loss.

Mystic Travels may charge repair, cleaning, replacement, downtime and other demonstrable loss costs.

48. Lost Property

Mystic Travels will make reasonable efforts to recover items forgotten in vehicles.

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

Return of found items may be subject to:

driver availability;
delivery costs;
courier costs;
transport costs;
administrative costs.

49. Changes Requested by the Client

Change requests are subject to availability and confirmation by Mystic Travels.

Changes may include:

date;
time;
pickup location;
destination;
route;
stops;
duration;
number of passengers;
luggage;
vehicle category;
language;
guide;
suppliers;
experiences;
restaurants.

Changes may generate additional costs.

A change shall only be valid once confirmed in writing by Mystic Travels.

50. Changes During the Service

Changes requested during the service are subject to:

driver availability;
legal driving time limits;
subsequent commitments;
traffic;
safety;
operational authorisation;
payment of additional costs.

The driver is not required to accept substantial changes without authorisation from Mystic Travels.

51. Changes by Mystic Travels

Mystic Travels may change service details for operational reasons, including:

vehicle substitution;
driver substitution;
route change;
change in order of visits;
schedule adjustment;
supplier substitution;
changes caused by weather, traffic, strikes, closures or safety.

Whenever possible, Mystic Travels will seek to maintain the quality and main purpose of the contracted service.

52. Cancellations and Refunds

Cancellations and refunds are governed by the Mystic Travels Cancellation and Refund Policy, available on the website.

That policy forms an integral part of these Terms and Conditions.

In the event of conflict between these Terms and Conditions and the Cancellation and Refund Policy, the more specific rule applicable to the contracted service shall prevail.

53. No-Show

A No-Show occurs when the client or passenger:

does not appear at the agreed location;
is not available at the agreed time;
does not respond to contact attempts;
provides an incorrect address;
provides incorrect flight details;
exceeds the waiting time;
refuses the service;
cannot be located;
abandons the service.

In the event of a No-Show:

the service shall be considered performed;
no refund shall apply;
a new service may need to be booked;
additional costs may be charged.

54. Weather, Traffic and External Factors

Mystic Travels is not responsible for delays, changes or inability to perform services caused by:

traffic;
accidents;
roadworks;
road closures;
police restrictions;
demonstrations;
public events;
weather conditions;
fires;
floods;
strikes;
flight delays;
train delays;
cruise delays;
monument closures;
restaurant closures;
authority decisions;
supplier decisions;
border control;
circumstances beyond Mystic Travels’ reasonable control.

In such cases, Mystic Travels will seek to propose reasonable alternatives whenever possible.

55. Force Majeure

Mystic Travels shall not be responsible for non-performance, delay, cancellation or modification resulting from force majeure, including, among others:

natural disasters;
fires;
floods;
pandemics;
epidemics;
war;
terrorism;
civil unrest;
strikes;
airport closures;
port closures;
government restrictions;
infrastructure failures;
fuel shortages;
extreme weather conditions;
major accidents;
events beyond reasonable control.

In such situations, any refunds will depend on amounts recoverable from suppliers and costs already incurred.

56. Mystic Travels’ Liability

Mystic Travels undertakes to provide its services with diligence, professionalism, safety and respect for applicable legislation.

Without prejudice to mandatory legal provisions, Mystic Travels’ liability shall be limited to the amount effectively paid for the affected service.

Mystic Travels shall not be responsible for:

indirect losses;
consequential damages;
loss of profit;
loss of opportunity;
loss of enjoyment;
missed flights;
missed trains;
missed cruises;
missed meetings;
missed events;
additional accommodation;
alternative transportation contracted by the client without authorisation;
acts or omissions of third parties;
supplier decisions;
delays caused by external factors.

57. Liability of External Suppliers

Whenever a service is provided by an external supplier, the client accepts that such supplier may be responsible for the operational execution of the relevant component.

Mystic Travels shall not be responsible for failures directly attributable to external suppliers when acting only as intermediary, without prejudice to the client’s or traveller’s legally applicable rights.

Mystic Travels will provide reasonable assistance in communication with suppliers where necessary.

58. Insurance

Mystic Travels and/or its authorised partners must operate with legally required insurance for the applicable activity.

Mandatory insurance does not necessarily cover:

personal luggage;
valuables;
missed flights;
missed connections;
indirect damages;
accidents caused by client behaviour;
situations outside legal or contractual coverage.

International clients are advised to have suitable travel insurance.

59. Health, Physical Condition and Participation in Activities

Some tours and experiences may involve:

walking;
climbing stairs;
standing for extended periods;
sun exposure;
movement on uneven ground;
boat boarding;
activities with minimum physical requirements.

The client must inform Mystic Travels in advance of any health condition, mobility issue or limitation that may affect participation.

Mystic Travels is not responsible for consequences resulting from the client’s failure to disclose relevant information.

60. Punctuality

Punctuality is essential for service performance.

Client delays may result in:

reduced service duration;
missed visits;
lost tickets;
lost reservations;
itinerary changes;
additional costs;
No-Show classification.

Mystic Travels is not required to extend the service to compensate for delays caused by the client.

61. Extra Hours

Extra hours, service extensions, additional waiting time or last-minute changes may be charged according to the rate communicated by Mystic Travels or agreed with the client.

Extra hours are subject to driver, vehicle and operational availability.

62. Communication with the Client

Mystic Travels may communicate with the client through:

email;
phone;
WhatsApp;
SMS;
booking system;
partner or agency;
hotel or concierge.

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

Mystic Travels is not responsible for failures caused by incorrect, unavailable, blocked or unanswered contact details.

63. WhatsApp Communications

When the client communicates via WhatsApp, they accept that this channel may be used for:

confirmation of details;
sending service information;
sending operational details;
sharing driver contact details;
clarifications;
booking changes;
location sharing, where applicable;
support during the service.

WhatsApp communications may constitute written confirmation where the content is clear and verifiable.

64. Languages

Mystic Travels provides support mainly in Portuguese and English, and may provide other languages subject to availability.

Availability of a driver, guide or support in a specific language is not guaranteed unless expressly confirmed.

65. Photographs, Images and Promotional Content

Images of vehicles, tours, experiences, hotels, monuments or locations published on the website are illustrative.

Mystic Travels does not guarantee that visual conditions, weather, lighting, occupancy, scenery, access or atmosphere will exactly match the images presented.

66. Intellectual Property Rights

All content on the Mystic Travels website, including texts, images, photographs, videos, logos, structure, design, trademarks, trade names, descriptions, itineraries, proposals and editorial content, is owned by Mystic Travels or used with authorisation.

Copying, reproduction, distribution, adaptation, publication or commercial exploitation of any content without written authorisation from Mystic Travels is prohibited.

67. Mystic Travels Brand

The Mystic Travels brand may not be used by third parties without written authorisation.

It is forbidden to:

present oneself as Mystic Travels without authorisation;
use the brand for unauthorised resale;
copy commercial proposals or itineraries;
use Mystic Travels photographs or content on external platforms;
create ads, campaigns or pages using the brand without consent.

68. External Links

The website may contain links to third-party websites.

Mystic Travels is not responsible for:

external content;
third-party privacy policies;
third-party prices;
third-party availability;
errors on external websites;
commercial practices of external entities.

Access to external websites is the user’s responsibility.

69. Privacy and Data Protection

Mystic Travels processes personal data in accordance with applicable data protection legislation and the General Data Protection Regulation.

Data may be processed for:

booking management;
service execution;
client communication;
invoicing;
payments;
customer support;
supplier coordination;
compliance with legal obligations;
security;
fraud prevention;
dispute resolution;
marketing, where consented to or legally permitted.

Further information is available in the Privacy Policy published on the website.

70. Sharing Data with Suppliers

To execute a booking, Mystic Travels may share necessary data with external suppliers, including:

client or passenger name;
telephone contact;
pickup location;
destination;
schedule;
number of passengers;
special requirements;
flight details;
relevant operational information.

Data sharing will be limited to what is necessary for service execution.

71. Cookies

The Mystic Travels website may use cookies and similar technologies for:

technical operation;
security;
statistical analysis;
user experience improvement;
marketing;
campaign measurement;
personalisation.

Use of cookies is governed by the Cookie Policy available on the website.

72. Complaints

Any complaint relating to a service must be submitted in writing, preferably within 7 days after the service date, to:

booking@mystic-travels.com

The complaint must include:

client name;
service date;
booking reference;
description of the situation;
evidence, where available;
contact details for reply.

Mystic Travels will review the complaint in good faith and respond within a reasonable period.

The client may also use the Complaints Book under the legally applicable terms.

73. Complaints Book

Mystic Travels provides access to the Complaints Book under the legally applicable terms.

The client may submit a complaint through the physical Complaints Book, where applicable, or through the official electronic platform.

The existence of the Complaints Book does not prevent the client from contacting Mystic Travels beforehand in order to seek a direct and prompt resolution.

74. Alternative Dispute Resolution for Consumer Disputes

In the event of a consumer dispute, the consumer may refer the matter to a legally competent Alternative Dispute Resolution entity.

For disputes in the Porto area, the following entity may be competent, where applicable:

CICAP — Centro de Informação de Consumo e Arbitragem do Porto
Rua Damião de Góis, n.º 31, Loja 6
4050-225 Porto
Email: cicap@cicap.pt
Website: https://www.cicap.pt

The consumer may also consult the official list of Alternative Dispute Resolution entities made available by the Portuguese Directorate-General for Consumers.

75. International Clients

International clients accept that services contracted with Mystic Travels are provided in Portugal or from Portugal, unless otherwise stated.

The contract is governed by Portuguese law, without prejudice to mandatory rights granted by consumer protection legislation applicable in an international context.

The client is responsible for ensuring that they have valid travel documents, visas, authorisations, insurance and any other requirements necessary for their travel.

76. Travel Documents

Where the service involves international travel, airports, ports, borders, hotels, attractions or specific activities, the client is responsible for holding valid documents, including:

passport;
identification document;
visas;
entry authorisations;
required certificates or documents;
tickets;
insurance;
documentation for minors.

Mystic Travels is not responsible for denied boarding, entry, access or participation caused by invalid, insufficient or missing documentation.

77. Minors

Services involving minors must be booked by a responsible adult.

The client is responsible for ensuring that minors travel accompanied and with all legally required documentation.

Mystic Travels may refuse to transport unaccompanied minors where this has not been previously agreed or legally permitted.

78. Fraud Prevention

Mystic Travels reserves the right to request additional information for fraud prevention purposes, including:

identity confirmation;
payment confirmation;
billing details;
cardholder authorisation;
email confirmation;
phone confirmation;
bank transfer proof.

Mystic Travels may refuse or cancel bookings suspected of fraud, card misuse, false identity, inconsistent information or financial risk.

79. Safety and Legal Compliance

Mystic Travels may refuse any service that, in its reasonable opinion, may violate the law, compromise safety or expose the company, drivers, partners or clients to undue risk.

This includes, among others:

transportation of illegal goods;
aggressive passenger behaviour;
requests incompatible with traffic rules;
excess vehicle capacity;
non-compliance with child safety requirements;
requests to stop in prohibited locations;
attempts to bypass legal controls;
fraudulent use of the service.

80. B2B Confidentiality

Commercial information exchanged with companies, agencies, hotels, tour operators or partners must be treated as confidential when it concerns prices, margins, commercial conditions, private proposals, client data, passenger data or operational agreements.

Unless written authorisation is given, such information must not be disclosed to third parties.

81. Subcontracting

Mystic Travels may use partners, drivers, transport companies, guides, operators or external suppliers to perform all or part of the services.

Subcontracting will be carried out in a way that seeks to ensure quality, safety and suitability of the service.

82. Assignment of Booking

The client may not assign, resell or transfer a booking to third parties without authorisation from Mystic Travels, unless this is allowed by the specific conditions of the service or by applicable law.

Tickets, experiences and external suppliers may have their own transfer rules.

83. Availability

All services are subject to availability.

Mystic Travels may refuse bookings where there is no operational availability, suitable vehicle, driver, guide, supplier or adequate safety conditions.

84. Services Not Provided

Unless expressly stated otherwise, Mystic Travels does not provide:

flight sales;
travel insurance;
self-drive car rental;
medical services;
private security services;
illegal services;
transportation of dangerous goods;
unauthorised transportation of animals or special goods;
legal, tax or immigration advice.

Where Mystic Travels suggests external suppliers, this does not constitute a guarantee of availability, price or performance.

85. Manifest Errors

Mystic Travels reserves the right to correct manifest errors in prices, descriptions, availability, dates, conditions or content.

Where an error is detected after booking, Mystic Travels may propose:

price correction;
service modification;
equivalent alternative;
cancellation with refund of the amount paid, where applicable.

86. Updates to the Terms and Conditions

Mystic Travels may update these Terms and Conditions at any time.

The latest version will be available on the website.

The version applicable to a booking shall generally be the version in force on the date of booking confirmation, unless a later version is expressly accepted by the client or legal changes require immediate application.

87. Partial Invalidity

If any clause of these Terms and Conditions is deemed invalid, illegal or unenforceable, this shall not affect the validity of the remaining clauses.

The invalid clause shall be replaced, whenever possible, by a valid provision that preserves the original economic and legal purpose.

88. Tolerance

Any tolerance by Mystic Travels regarding the client’s non-compliance with any obligation shall not constitute a waiver of rights, nor prevent Mystic Travels from requiring future compliance with such obligations.

89. Applicable Law

These Terms and Conditions are governed by Portuguese law.

90. Competent Jurisdiction

Without prejudice to mandatory consumer rights and the possibility of using alternative dispute resolution entities, any dispute arising from the interpretation, validity or execution of these Terms and Conditions shall be submitted to the competent Portuguese courts.

Where legally admissible, the courts of Porto, Portugal, shall have jurisdiction.

91. Final Acceptance

By using the website, requesting a proposal, confirming a booking, making a payment or using any Mystic Travels service, the client declares that they:

have read these Terms and Conditions;
understand their content;
accept the applicable rules;
accept the Cancellation and Refund Policy;
accept the Privacy Policy and Cookie Policy, where applicable;
accept the specific conditions of the booking;
accept external supplier conditions, where applicable;
acknowledge that service performance depends on correct and timely information;
acknowledge that services with specific dates, times or suppliers may have cancellation and refund restrictions.