The organization of products is the responsibility of MONTOOR, travel agency, RNAVT 8377, NIF 245575286, the booking policy being complemented by the program of each product in which the TRAVELLER subscribes.

The TRAVELLER acknowledges and accepts the booking policy set out below when booking a product with MONTOOR, travel agency, RNAVT 8377, NIF 245575286.

1 – RESPONSABILITY

MONTOOR’s liability is guaranteed by the Portuguese Travel and Tourism Guarantee Fund, and by civil liability insurance from the Zurich insurance company, in accordance with current legislation.

2 – REGISTRATION

After selecting the desired product, you must complete the registration form completely. Our products are always booked in advance, giving everyone the time they need to book their flights (when necessary), guaranteeing the best price.

3 – BOOKING

Each booking is only confirmed after payment of the deposit or the total amount of the booking (non-refundable amount – exception, see item 7), within a maximum period of 24 hours. Otherwise, your reservation will be cancelled and you will have to register again. If payment is made by transfer, you must send it to MONTOOR’s email – info@montoor.com – proof of transfer, with personal identification and booking number.

4 – PRODUCT OUT OF STOCK

If the product is out of stock, MONTOOR will notify you before making the payment on an alternative date, previously defined. If the new dates coincide with your availability, you will be able to make a booking as mentioned in point 3.

5 – FULL PAYMENT

Full payment must be made in accordance with each product’s policy, with appropriate proof, as mentioned in item 3. MONTOOR cancels booking for which payment has not been made within the stipulated period.

6 – CHANGE OF PRODUCT OR DATES

The traveller will not be able to change the product or its date without previously notifying MONTOOR. If possible, the change will be made by MONTOOR, subject to the expenses and charges set out in item 9.

7 – MINIMUM OF TRAVELLERS

Each product has a minimum number of travellers and if it is not reached, MONTOOR will have to cancel it. Without the minimum number, no payment is made to MONTOOR. Communication of cancellation or scheduling of new dates will be made depending on the deadline stipulated in the product in writing. If it is not possible to travel on the new dates, you will be refunded all amounts paid, and MONTOOR will be exempt from any liability for cancellation.

8 – MINIMUM AGE

The minimum age for MONTOOR travel is stated on each product. For registrations of minors, it will be agreed in advance between MONTOOR and the legal guardians, in accordance with applicable current legislation. Except for products where there are different requirements or where it is agreed between both parties in writing.

9 – CANCELLATION / REFUND / EXCHANGE OF BOOKING

Consult the page with their policies.

10 – NON-COMPLIANCE WITH THE EXPECTED PRODUCT

If MONTOOR has to fail to perform any of the product services before your departure due to unattributable facts (political instability, conflicts, natural disasters, wars, fires, epidemics, pandemics, health risks, terrorism, closure of airports or ports, or other elements beyond MONTOOR’s control), you have the right to cancel and be refunded for the amounts already paid or accept new dates, with possible changes to the final price of the product. You can still change products and if the price is lower or higher, you will be refunded or you will have to pay the difference.

11 – CHANGES

MONTOOR may change the order of the routes, modify and/or replace accommodations, activities, schedules, transport, guides or leaders provided for others of the same category and quality. If there are unforeseen circumstances, as mentioned in point 10, you have the right to cancel or request a refund of the difference for services already paid.

12 – PRICES

Prices are based on service costs and exchange rates in effect on the date of the schedule, and may be subject to changes resulting from variations in the cost of transportation, fuel, taxes, fees and exchange rate fluctuations. If there are price increases, you will be immediately informed and invited within the period defined by MONTOOR, to accept the increase, never exceeding 8% of the total value of the product, as provided for in paragraphs 2 to 6 of article 24 of Decree-Law no. 17/2018. All MONTOOR prices include Value Added Tax at the current rate.

13 – COLLABORATIONS

MONTOOR is a travel agency that produces products related to the world of tourism, where services are provided in partnership with land, air and sea transport companies, accommodation units, activities, monuments, etc., subject to the terms, conditions and limits imposed by each of them. You must bear in mind that some of these conditions exclude and/or limit liability in the event of death, bodily injury, delay and loss or damage to baggage, and MONTOOR or its collaborators/partners do not accept any liability for any loss as a result of such actions or as a result of any act or omission of third parties.

14 – TRAVEL INSURANCE

All products have travel and personal cancellation insurance included in the price valid for the period booked, where you can have some options to choose from. If you wish to extend the dates (before and/or after the booked product), simply indicate them to MONTOOR, with the additional costs associated with them. If you abandon one of the products early after starting due to illness or accident, you will have to request a medical certificate to present to the insurance company. No refunds for abandonment will be made directly by MONTOOR or its collaborators/partners. If necessary, you are responsible for all expenses, for activating your personal insurance and for all contacts between you and the insurer. All documents required by the insurer are also your responsibility. The guide, leader, monitor or collaborator/partner present at the scene of the incident must remain there to ensure the smooth running of the product booked by other travellers, whether they are MONTOOR travellers, travellers from other agencies or travellers with direct bookings with the product collaborator/partner.

15 – PRODUCT STARTING POINTS, GUIDES and LEADERS

For platform products, it is your responsibility to purchase airline tickets (when not included), or another kind of transport that will take you to the starting point, together with the guide, leader, monitor or collaborator/partner. This is because you can make the most of each destination, and you can extend your stay at your own expense, while always having active travel insurance (see point 16). Depending on the distance, you can go on foot, by car, by public or private transport, and this is not usually included in the total price of the product.

OFFICIAL GUIDE is a person authorized by the Tourism of the destination, whether local, regional or national. Live and work at the destination for Montoor, for one of his collaborators/partners or independently. He carries out visits, shows the destinations, telling their stories in detail, for lovers of arts, cities, legends, monuments, museums…; LOCAL LEADER is a person who knows the destination, lives and works there for Montoor or one of his collaborators/partners and carries out the visits. Shows destinations, tells their stories with local eyes and experiences; TRIP LEADER is a person who may have already worked or even visited the planned destinations several times, but no longer lives permanently there. Has a personal approach and untold stories, can become a travel buddy; TOUR LEADER (not an official guide), is a person who may not have worked, lived or travelled in the destination(s), having a general and summary perspective. It is also known as an accompanying guide or agency escort (representative).

On certain occasions we will have a foreign guide specialized in a certain monument, city, activity or trekking, who will accompany you in order to provide greater safety and understanding. At certain times the guide, leader, monitor or collaborator/partner will have to make decisions in the interest of the group and you agree to comply with their authority and decisions, as well as with the laws of the place to which you are travelling. Possession or transportation of illegal or restricted substances is prohibited. If you do not comply or if, in the opinion of the person responsible for the group, your presence is not compatible with the well-being of the other travelers or the smooth running of the group itself, we reserve the right not to allow you to continue on the reserved product. Any threats to safety, well-being or inappropriate behavior on your part towards the group of travellers, whether verbal or physical, may result in the immediate cancellation of your booking, cancellation made in writing by the person responsible for the group to MONTOOR. In this case, you will be responsible for the related costs, and will not have any type of claim against MONTOOR or any of its collaborators/partners.

16 – LUGGAGES

For products that include flights as an integral part of the itinerary, it is your responsibility to ensure that your baggage does not exceed the size and weight limits imposed by the airlines. We are not responsible for any costs incurred for excess baggage. MONTOOR and its collaborators/partners are not responsible for the luggage and other belongings they transport, regardless of the location or kind of transport used. In case of theft, deterioration or destruction, you must immediately complain in writing to the service provider, keeping a copy of the complaint. We always recommend that you stay with your luggage during loading and unloading operations, and don’t forget to read the general conditions of the travel insurance that includes your luggage.

17 – ACCOMMODATION

The accommodation provided is normally in rooms for two travellers of the same sex (when bookings are made individually, there may be triple rooms). In some cases, when mentioned in the product description, accommodation may be in triple or multi-person rooms, beds in train cabins, camping tents, dormitories or others, sometimes having to be shared with people of both sexes. For single rooms, please check the supplement in the options when making your booking.

18 –MANDATORY DOCUMENTATION

All documentation referred to as mandatory under the terms of each product will not be refundable after purchase. If the reason for cancellation is within the terms of the insurance policy taken out, the costs may be refunded by the insurance company.

19 – POSTING IMAGES AND VIDEOS

You agree that the photos and videos taken by you and the MONTOOR guide, leader, monitor or collaborator/partner may be used to promote the products and promotional media of the MONTOOR platform.

20 – DATA TRANSMISSION

MONTOOR is a travel agency that provides products with various services related to collaborations with land, air and sea transport companies, accommodation units, activities, monuments, etc… subject to the terms, conditions and limits imposed by each of them. You must bear in mind that some of these conditions exclude and/or limit liability in the event of death, personal injury, delay and loss of or damage to baggage, and MONTOOR accepts no liability for any loss as a result of such actions or as a result of any act or omission of any third party.

21 – COMPLAINTS

Each complaint must be made immediately during the product to the guide, leader, monitor or collaborator/partner so that it can be resolved during the process. If it is not possible to resolve it at the time, you will have up to 15 days after the end of the product to submit your complaint in writing (with the written complaint presented to our guide, leader, monitor or collaborator/partner during the reserved product). If it is not carried out within the stipulated period and with supporting documents, it will not be analyzed and you will not be entitled to any compensation that may arise from it. All anomalies that may arise are reported by the guide, leader, monitor or collaborator/partner to MONTOOR in writing during or up to 5 days after finishing the product.

NOTE

This Booking Policy is supplemented by each program present in the product you book, sometimes with particular or specific conditions that you send us in writing, and agreed by both parties.

Last update 14/03/2025