Terms & Conditions

Last updated: September 2026These Terms & Conditions apply to tours and other services provided by Inês Pais Gonçalves, registered as a tourism animation operator under RNAAT nº 387/2019.

1. Booking and Confirmation

Tours are booked directly with Inês Pais Gonçalves.An enquiry or request for a tour does not constitute a confirmed booking. A booking is confirmed once the tour details and date have been agreed and payment has been received.Once a booking has been confirmed, the agreed tour details will be provided to the client in writing.

2. Prices and Payment

Prices shown on the website are per group, rather than per person, and represent the final price for the tour unless otherwise stated.Entrance fees to museums, monuments and other attractions are not included in the tour price unless specifically stated in the Practical Information for the individual tour.Customised tours are individually priced according to the agreed duration, itinerary and other requirements. The price will be agreed with the client before the booking is confirmed.Payment is required to confirm a booking. Payment instructions and available payment methods will be provided when the booking is arranged.

3. What Is Included

The details of what is included and excluded from each tour are provided on the relevant tour page.For customised tours, the inclusions, exclusions and any additional costs will be agreed with the client before the booking is confirmed.Unless specifically stated otherwise, entrance fees to museums, monuments and other attractions are paid separately by the client.

4. Cancellation, Refunds and Rescheduling

A client may cancel a booking 48 hours or more before the scheduled start of the tour and receive a full refund.For cancellations made between 24 and 48 hours before the scheduled start time, the client will receive a 50% refund.Cancellations made less than 24 hours before the scheduled start time are non-refundable.If a client does not attend the tour at the agreed meeting point and time, the booking is considered a no-show and is non-refundable.A client may request to change the date of a tour. Rescheduling is free of charge and will be accommodated where possible, subject to availability.If I am unable to provide a confirmed tour, the client will be offered the choice of rescheduling or receiving a full refund.

5. Changes, Weather and Circumstances Beyond Our Control

Tours normally go ahead in a range of weather conditions. If weather or other circumstances make a tour unsafe or impractical, the itinerary may be adapted, the tour may be rescheduled, or the booking may be cancelled.Museums, monuments and other sites may occasionally close or change their opening hours without notice. Where this affects a tour, reasonable changes may be made to the itinerary or an appropriate alternative may be offered.Relevant sites are checked as close as reasonably possible to the start of each tour in order to minimise the possibility of unexpected closures or changes.If circumstances beyond my reasonable control prevent me from providing a confirmed tour, the client will be offered the choice of rescheduling or receiving a full refund.If a tour can reasonably and safely take place, ordinary changes in weather or circumstances will not automatically entitle the client to a refund.

6. Tour Duration, Late Arrival and Itinerary Changes

The agreed tour duration does not change because of a client's late arrival.A 30-minute arrival buffer is allowed; however, arriving late may mean that some sites or monuments are no longer available to visit within the agreed tour time.If a client arrives more than 30 minutes late, the tour may need to be shortened accordingly.Changes to the agreed itinerary may be made by mutual agreement between the client and the guide. Reasonable changes that do not materially affect the duration or cost of the tour are normally possible.If a tour runs beyond the agreed duration because of unforeseen or unpredictable circumstances, no additional charge will be made to the client.If a site is unexpectedly closed or becomes unavailable, a suitable alternative will be discussed with the client.If a client chooses to skip a site included in the agreed itinerary, this does not entitle the client to a refund.

7. Accessibility and Physical Requirements

Tours take place in the streets and public spaces of Lisbon and may involve walking on cobbled streets, uneven surfaces, slopes and occasional stairs. The physical requirements vary between tours and are described on the relevant tour page.Clients with mobility or accessibility requirements are encouraged to mention these when making an enquiry. Where possible, the itinerary can be adapted to accommodate individual needs.

8. Client Responsibilities

Clients are responsible for arriving at the agreed meeting point at the agreed time and for wearing appropriate clothing and footwear for the tour.Clients should inform me in advance of any circumstances or requirements that may reasonably affect the tour, including mobility or accessibility requirements and particular needs relating to children.Clients are expected to take reasonable care of their own safety and belongings and to follow reasonable instructions given during the tour.Clients must also comply with the rules of museums, monuments and other sites visited during the tour.

9. Liability

I take reasonable care in planning and conducting each tour and in providing the services described on the website and agreed with the client.I am not responsible for circumstances outside my reasonable control, including the acts or omissions of third parties, unexpected closures of sites or attractions, or changes to public transport or other services on which a tour may depend.Nothing in these Terms & Conditions limits or excludes any liability or consumer rights that cannot legally be limited or excluded under Portuguese law.

10. Complaints

If a client has a concern about a tour or the service provided, they are encouraged to contact me in writing at withinespais@gmail.com so that I can review the matter and try to resolve it promptly.This does not affect the client's right to submit a complaint through the Livro de Reclamações.The electronic Livro de Reclamações will be accessible through a clearly visible link on this website.

11. Governing Law and Dispute Resolution

These Terms & Conditions are governed by Portuguese law.If a dispute cannot be resolved directly, consumers may have recourse to an appropriate Alternative Dispute Resolution (ADR) entity, where applicable.Consumers may consult the Portuguese consumer authorities for information about the ADR entities available and their respective areas of competence.Nothing in these Terms & Conditions limits any mandatory rights available to consumers under applicable law.

12. Changes to These Terms

These Terms & Conditions may be updated from time to time to reflect changes to the services offered or applicable legal requirements.The version applicable to a booking will be the version in force when that booking is confirmed.

13. Contact

Inês Pais Gonçalves
RNAAT nº 387/2019
Email: withinespais@gmail.com