General Conditions

Organisation

This Website is the responsibility of Douro Cruises, with head office at Rua Passeio Alegre, 4150-570 – Oporto, Portugal. 

Validity

The information included on this website are valid between 01/01/2018 and 31/12/2018.

Prices

Prices are based on the practiced current costs of the date of the actualization of this Website. However, Douro Cruise may change the price of the cruises, if there are any changes in the costs of the elements that comprise them, namely by unexpected rise of government charges, taxes or fuel surcharges, as well as the change of any eternal costs beyond the control of Douro cruises. If there are any changes, the Customer will be informed. Prices include VAT (current legal tax rate).

Special Prices Conditions

When it is mentioned, Douro Cruises stipulate special prices for Schools and Groups. Call us for checking our proposals by phone (+351 220 108 022), by e-mail (info@cruzeiro-douro.pt) or send us a form with a budget request.

Children Acceptance Policy

With the exception of 6 bridges Douro Cruise, in which children aged less than 10 years travel for free (or unless other exceptions dully mentioned on the program), children aged 4 to 11 years (or 3 to 11 years in some programs) have a price reduction of 50%, as long as they dully accompanied. Also, Douro Cruises reserves the right to not accept children once the capacity of the boat is reached.


Bookings and confirmations on 1 or 2 days Cruises

The book of any cruise should be made and formalized in writing. We considered the reservation when it is confirmed by one of our operators. Your request will be kept in a state of pre-booking until the payment is made. This payment must be made mandatory before the date of the departure of the cruise. The absence of the day of the departure means the loss of the amount paid, without any refund (unless justified by a medical certificate or similar).


Bookings and conformations on Hotel-Ships

The book of any cruise should be made and formalized in writing and confirmed by one of our operators. All bookings for Hotel-Ships journeys, include a pre-payment of 20% of the total amount agreed at the time of the request. Thus, this request will be kept in a state of pre-booking. The remaining 80% must be paid 30 days before the cruise. Douro cruises reserves the right to void any pre-booking that violate the terms described above, without obligation to notify the Costumers.


Logistics of the Boarding Process

Our company Douro Cruises cannot be responsible for any charges related to the distance traveled by the customer before and after the cruise, unless this service has been contracted by us. For this reason, we cannot refund the expenses registered by the customer that are not specified in the itinerary of the program.



Logistics of the Tables Distribution

Tables distribution on board is made according the type of cruise you've booked for (regular or private) and taking into account the characteristics of the ship.

  • Regular Cruises: all regular cruises (with other participants) imply table sharing with other passengers on board.
  • Private Cruises: on exclusive cruises it is possible to change the organization and distribution of seats at the table, depending on the number of participants on board.



Bookings and conformations on Customized Programs

The book of any customized program/cruise should be made and formalized in writing and confirmed by one of our operators. All bookings for customized journeys include a pre-payment agreed (not refundable). Your request will be kept in a state of pre-booking. The remaining amount must be paid 30 days before the cruise. Douro cruises reserves the right to void any pre-booking that violate the terms described above.


Cancellations, delay or changes

Douro Cruises reserves the right to cancel any cruise or program if at least one of the following situations is verified: no minimum number of participants, unexpected charter of the ship that was going to do your cruise or non-controllable situations, such as (but not limited to): bad weather conditions and poor navigability, failures in the dams, mechanical breakdowns, strikes or unavailability of third party services, unforeseen delays. In the cases described above, the customer may choose to be reimbursed of the amount already paid or accept another cruise suggested by Douro Cruises, with its respective price variation. These cancellations do not require the additional payment of any indemnification.

When cancellation is requested by the customer, we consider the following conditions:

1 Day Cruises: We will refund the total amount paid, if the booking cancellation is made up to 72 hours before the day of the cruise. After these 72 hours and in case of no-show on the day of the cruise, we will not be required to refund, meaning a total loss of the amount paid.

2 Day Cruises: We will refund the total amount paid, if the booking cancellation is made up to 7 days (a week) before the day of the cruise. After this limit and in case of no-show on the day of the cruise, we will not be required to refund, meaning a total loss of the amount paid.

3 Day Cruises: We will refund the total amount paid, if the booking cancellation is made up to 15 days (two weeks) before the day of the cruise. After this limit and in case of no-show on the day of the cruise, we will not be required to refund, meaning a total loss of the amount paid.

Hotel-Ship Cruises: We will refund the total amount paid, if the booking cancellation is made up to 30 days (a month) before the day of the cruise. After this limit and in case of no-show on the day of the cruise, we will not be required to refund, meaning a total loss of the amount paid.

Regarding cruises where accommodation is included, in case of cancellation, we may be obliged to charge an extra reservation fee if such is required by the contracted Hotel unit, even if the booking cancellation is made in the due limits.


Complaints and Refunds 

Douro Cruises considers a “complaint” or a “request for reimbursement” to requests made in writing by the complainant and received within five (5) days after the end of our services. Any relevant and serious dispute will be resolved in the Court of Oporto, with express exclusion of any other.


Pets

Only guide dogs are allowed on board and other animal for personal support. The authorized pets will be subject to special coordination at the time of the reservation.


Health and Doctor’s Assistance

Our boats do not have doctors or other health professionals. Any medical emergency will be handled in the local medical facilities. It will be an external service and, for that reason, Douro Crises cannot be liable for the services rendered at those units.


Smoke Policy

Smoking is not allowed in any of the areas inside the boats. It is only allowed to smoke cigars, cigarettes and pipes on the sun deck.


Ashore tours

It is possible to make ashore tours with a professional tourism guide. Ashore tours may be purchased on board. All passengers can request ashore tours. There are enough places for all passengers and all requests will be answered as long as they are submitted before the tour departure date. Every evening will be a briefing concerning the nest tour will take place.

Ashore tours might be changed depending of the road conditions, traffic jam, national holidays, weather conditions, and so on. The tours that are cancelled or modified by Douro Cruises will be refunded by the value that corresponds to the part which has not been performed or that has been replaced. Tours cancelled by passengers less than 48 hours prior to the departure won’t be refunded.


Cabins on Hotel-Ships

All cabins have suite bathroom with hairdryer available or request on receipt (depending on the ship). The ships only have double cabins where extra beds or cradles aren’t allowed. It’s only permitted one children per cabin, sharing the parent’s bed.


Internet Connection

Some of our ships have wireless Internet connection. The ships receptionists will help passengers to use in the best way the Wi-Fi capacities of the ships. An additional tax is charged on board.


Visitors

Douro Cruise only allowed visits on board that have been previously agreed with the ship’s captain. The visitors must be identified by an official document when arriving. Visitors that might dinner on board will pay the price set for on board meals that do not include drinks and will be subject to seat availability.


Minimum of Participants

All cruises are subject to a minimum number of participants. Whenever the minimum number of participants is insufficient, Douro Cruises can cancel the cruise, returning to the Customers all sums already paid, without being obliged to pay any additional compensation.


The Coin

The on board currency coin is the Euro (€). There are ATM’s on land that accept bank cards and provide euro banknotes.


Taxes and Feed

The price of the cruise includes taxes and government fees, only regarding to the cruise. All other taxes or fees (airport taxes, immigration taxes, etc.) are the responsibility of each Customer.