General Conditions

Organisation

The programmes on this website are organised by Cruzeiros Douro (Ecotravel Group, Lda.), Headquartered at Praça Mouzinho de Albuquerque No. 113, Loja 70 (Shopping Brasília), 4100-359 Porto. Tourism Company, with NRTTA 2811 and VAT 508 113 741.


Reservations

Reservations are only considered effective after full payment of the total programme price and within the established deadlines. We reserve the right not to accept a reservation for which payment has been made after the previously specified deadline. In this case, we will refund the full amount paid.

Booking Methods: Cruzeiros Douro customers will be able to book their cruise online, without having to contact our operators, or via backoffice, talking directly to the Reservations Department (via telephone or email). In either method, the conditions provided are the same and, if necessary, the support from our operators is exactly the same.


Payment Deadlines

After payment, we will email you the purchase invoice and receipt. If you would like a Taxpayer Number (VAT) invoice, you must let us know this when booking, i.e., before our billing system issues the invoice.

After the indicated deadline, unpaid reservations will be automatically cancelled and seats on board are not guaranteed. The payment deadline follows the following conditions:

1-Day Cruise Payment Deadlines

Regardless of the chosen method, the payment limit of all bookings is 24 hours. After this deadline, unpaid bookings will be automatically cancelled.

2- & 3-Day Cruise Payment Deadlines

Reservation payments for 2- and 3-day programmes should be phased:

- 1st phase: 20% upon booking request;

- 2nd phase: 80% up to 30 days before the cruise departure date.

Ship-Hotel Cruises Payment Deadlines

Payment of reservations for programmes made at Ship-Hotel should be phased:

- 1st phase: 20% upon booking request;

- 2nd phase: 80% up to 30 days before the cruise departure date.

Failure to comply with these conditions will result in the cancellation of the pre-booking, without refund of the deposit amount (Hotel-ship).


Boarding Voucher

After payment, we email the customer a voucher to be printed (required) and delivered to our attendant on the day of the cruise. The printed voucher will not only help when boarding, as well as, will also comply with the onligations imposed by law.


Minimum Number of Participants

All cruises on this website are subject to a minimum number of participants. If the number of participants is insufficient, we reserve the right to cancel the cruise by returning to customers the amounts already paid, without being required to pay any additional compensation.


Prices

The prices indicated on this website are correct at the date of its update (2020) and are valid during the current year. The values shown are in euros (€) and include VAT at the corresponding rates. Since our programmes are subject to unforeseen variations in governmental, tax, surcharge, or other external charges and unrelated to the company, prices may vary throughout the year. However, the booking customer will be informed of any changes in time.


Children's Prices

Children have discounts depending on each programme.


School Prices

Whenever available, Cruzeiros Douro sets special prices for Schools and Groups. In this case, the group should contact us to request a quote (see Contacts).


Expenses related to boarding and landing

Cruzeiros Douro cannot be held responsible for any charge related to the distance travelled by the customer to perform the cruise, unless this service has been contracted by the company. Therefore, expenses incurred by the client before or after the cruise that are not specified in the programme itinerary are not refundable.


Table Distribution Logistics

The distribution of tables on board is made according to each cruises policy (regular or private) and considering the characteristics of the vessel.

Regular Cruises: All regular cruises (with other participants) involve table sharing with other passengers on board.

Private Cruises: On exclusive cruises it is possible to change the arrangement and distribution of table seating depending on the number of participants on board.


Private Programmes and Group Cruises

We can structure any type of programme, depending on the needs of the group. To request a quote, please contact us and submit your proposal (see Contacts).


Train Travel

In programmes that provide for train travel, the trip is made on a regular CP (Comboios de Portugal) train and is not an exclusive service. As train travel is the sole responsibility of this Entity, it is not possible for us to interfere with their service nor to secure all seats. Train times on this website are subject to changes that may be made by CP.

In case the train company, CP - Comboios de Portugal, is unable to provide the transportation, the trip will be done by bus and the clients will be informed, when possible.


Gift Voucher Policy

Our Gift Vouchers are issued after payment and are valid for 1 year. When the voucher receipient wishes to book the voucher, they simply have to contact us and indicate their voucher number and check availability for the desired date. We advise the voucher recipient to book the cruise in advance so that we can guarantee availability. Gift vouchers expire automatically after the expiry date.


Promotional Campaigns

Cruzeiros Douro reserves the right to carry out promotional campaigns for certain products at different times of the year without prior notice. Customers can access these spontaneous campaigns through our website, and/or our social networks, and/or our Blog and/or our newsletters. All established campaigns have a stipulated deadline. After the deadline is set, the campaign will be automatically inactive.


Cancellation Policy

Cruzeiros Douro reserves the right to cancel any cruise or programme if (at least) one of the following conditions is verified: no minimum number of participants, charter of the planned boat or facts outside the company, such as (but not only (a): poor weather conditions and unfavourable navigability, damage to navigation locks, mechanical damage, strikes or unavailability of third party services, unforeseen delays. In the cases described above, the customer may choose between the refund of the amount already paid or change to another cruise suggested by Cruzeiros Douro, with the accordingly price variation. These cancellations do not require the payment of any compensation.

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

- 1-Day Cruises: We will refund the full amount if cancellation is notified to us (at least) 72 hours prior to the cruise departure date. At the end of these 72 hours, no show on the day of departure will result in complete loss of the full amount of the reservation, which exempts us from refunding the paid amount.

- 2-Day Programs: We will fully refund the amount paid if cancellation is notified to us at least (7) days prior to the programme departure date. At the end of this deadline, no show on the day of departure will result in complete loss of the full amount of the reservation, which exempts us from refunding the paid amount.

- 3-Day Programmes: We will fully refund the amount paid if cancellation is notified to us at least 15 days prior to the programme's departure date. At the end of this deadline, no show on the day of departure will result in complete loss of the full amount of the reservation, which exempts us from refunding the paid amount.

- New Year's Eve Cruises: We will refund the full amount if cancellation is notified to us till November 30, 2019. After this date, no show on day of departure will result in complete loss of the full amount of the reservation, which exempts us from refunding the paid amount.

- Ship Hotel Cruises:

After booking, the following costs will be applied:

- 20% of initial deposit not reimbursable;

- cancellations before 15 days before departure: 75% of the reservation;

- cancellations with less than 14 days to the departure: 100% of the reservation;

All cancellation costs are subject to additional charges incurred with transport, hotel accommodation, meals and drinks, contracted services and other non-refundable charges related to the reservation made by the passenger. These additional costs will be charged to the passenger, in addition to the normal cancellation charges.


Itinerary Changes

Cruzeiros Douro may change the programme itineraries, replace vessels, means of transportation or hotels provided whenever unforeseen situations occur outside its will, failure of services contracted to third parties or when the minimum safety conditions are not met. These changes, duly communicated to the customer, do not require the payment of any compensation.


Complaints

Any complaints are only considered when made by participants during the cruise (to our attendant or by calling our offices directly) and submitted in writing within 5 days of the date of service. All complaints that come to us are analysed and properly answered. Any dispute that we deem relevant and serious will be resolved in the District Court of Porto, expressly excluding any other.

In compliance with Law No. 144/2015, we inform that for the resolution of consumer disputes, the Arbitral Commission of Tourism of Portugal should be contacted: www.turismodeportugal.pt.


Medical care

Our boats do not have doctors or other health professionals. Any medical emergencies will be handled at the nearest local medical facility. As it will be a service external to our company, Cruzeiros Douro is not responsible for the quality of care provided in medical facilities.


Smoking Policy

Smoking is strictly prohibited in the interior areas of vessels. Smoking (cigar, cigarillos, cigarettes, pipe) is permitted only on the outside deck. Failure to comply with these rules results in an infringement under Law No. 37/2007 of 14 August.


Onboard Meals and Drinks

Drinks are included with meals as indicated in the programme. All other drinks must be purchased and paid for directly at the boat bar.


Currency

The currency on board is the Euro (€). In Portugal, there are ATMs that accept bank cards and provide euro banknotes. On cruises in Ship-Hotel, passengers will be able to pay their extra onboard bills with their country's credit card.


Insurance

Cruzeiros Douro's liability is guaranteed by insurances required by Portuguese law.


Taxes and fees

Cruise price includes applicable government taxes and fees. The same applies to all services contracted with Cruzeiros Douro. All fees external to our service, such as airport, departure, immigration, stay, among others, are the responsibility of the customer.


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