GENERAL TERMS AND CONDITIONS

(Applicable to Azores Explore Your Senses, Lda. & Azores Ticket Office)

1. Company Identification and Scope

These Terms and Conditions govern the access and use of the websites www.atazores.com, www.azoresticketoffice.com, and www.azoresselfguided.com, as well as the provision, sale, and intermediation of travel-related services carried out under the brands Azores Explore Your Senses, Lda. and Azores Ticket Office, both operated by the same legal entity.

The services are provided by:

Azores Explore Your Senses, Lda.
Registered Office: Largo Vasco Bensaude nº 31, 9500-103 Ponta Delgada, Azores, Portugal
VAT Number: 516 584 715

The Company operates under the following registrations:

• RNAVT (Travel Agency): 10092
• RRAAT (Tourism Entertainment Activities): no. 14/2024/RAA, dated April 2

Azores Ticket Office is a commercial brand owned and operated by the same legal entity.

By accessing the websites or making any reservation, the Customer declares that they have read, understood, and fully accepted these Terms and Conditions.

2. Contact Information and Customer Support

The Company provides customer support through the following channels:

• Email: info@atazores.com
• Phone: +351 968 991 808 (national mobile network)

Customer support is available daily from 09:00 AM to 06:00 PM (Azores time), except on public holidays.

The same contact may be used for travel assistance during the trip, unless otherwise stated in the booking documentation.

The physical store of Azores Ticket Office is located in Ponta Delgada. Opening hours may vary depending on the season, operational needs, or exceptional circumstances.

3. Legal Framework

The Company operates in accordance with Portuguese law, namely Decree-Law no. 17/2018, which regulates travel and tourism agencies, as well as other applicable legislation regarding tourism entertainment activities.

The Company is duly registered with the RNAVT and complies with all legal obligations, including:

• Civil Liability Insurance (Policy no. 206396706/0) with coverage of €75,000
• Contribution to the Travel and Tourism Guarantee Fund (FGVT)

These mechanisms ensure customer protection in the event of non-compliance, insolvency, or contractual failure.

The Company also operates as a tourism entertainment operator under RRAAT no. 14/2024/RAA.

4. Nature of Services

The Company acts as a DMC (Destination Management Company), organizing, selling, and intermediating services such as accommodation, transportation, activities, and experiences.

It may operate under the following capacities:

• Package Travel Organizer
• Linked Travel Arrangement (LTA) Facilitator
• Intermediary
• Direct Service Provider

The applicable liability depends on the nature of each booking.

5. Website Use

The websites operate as a digital booking platform, allowing users to search, compare, and book own or third-party services.

The information displayed may be provided by third parties. The Company does not guarantee that such information is always complete or up to date.

The Company reserves the right to correct errors, update content, or cancel bookings affected by technical failures.

The use of the platform for fraudulent or illegal purposes is prohibited.

6. Bookings and Confirmation

A booking is considered confirmed after:

• Receipt of payment
• Sending of confirmation (voucher, ticket, or booking number)

From that moment, a binding contractual relationship is established.

The Customer is responsible for the accuracy of the information provided.

7. Prices and Payments

Prices are displayed in Euros (€) and include VAT unless otherwise stated.

Prices may change before confirmation due to external factors.

After confirmation, prices may only be changed in accordance with the law.

Failure to comply with payment deadlines may result in automatic cancellation of the booking.

8. Customer Cancellations

Cancellation conditions vary depending on the type of service:

• Individual services: the cancellation policy of the respective activity or service provider shall apply;
• Package holidays*:

o  More than 30 days before arrival: Subject to a cancellation fee of up to 15% of the total amount;

o  Between 30 and 15 days before arrival: Subject to a cancellation fee of up to 50% of the total amount;

o  14 days or less before arrival: Subject to a cancellation fee of up to 100% of the total amount;

• In the event of unavoidable and extraordinary circumstances occurring at the destination or its immediate vicinity that may significantly affect the performance of the services included in the package, such as natural disasters, security issues, or similar events, the customer shall be entitled to a full refund;

o  These provisions do not cover cancellations or delays of flights or other means of transport booked independently by the customer through third-party providers.

• No-show will result in a 100% cancellation charge.
• Regardless of the applicable cancellation fees, refunds may be granted, where possible, in accordance with the cancellation policies of the service providers included in the package. If no cancellation charges are applied by those providers, the corresponding amount shall be refunded to the customer, while the agency shall retain its applicable service fee.
• *Without prejudice to the general cancellation periods set out above, certain services included in the package holiday may be subject to stricter cancellation conditions imposed directly by their respective suppliers (including, but not limited to, cancellation fees of up to 100% applicable 30 or more days before travel). In such cases, the supplier’s special cancellation conditions shall prevail over the agency’s general cancellation policy and will be expressly communicated to the customer before the booking is confirmed.

9. Amendments and Transfer

Changes depend on availability and may involve additional costs.

The Customer may transfer the booking to another person, subject to conditions and payment of associated costs.

10. Groups and B2B

Group bookings may be subject to specific conditions, including minimum participant requirements and deadlines.

Conditions agreed in writing shall prevail over these terms.

11. Liability

Liability depends on the Company’s role in the booking.

As organizer: full responsibility for execution.

As intermediary: supplier responsibility applies.

As direct provider: responsibility for execution of the service.

Liability is limited to the amount paid by the Customer.

12. Risks and Conduct

The Customer acknowledges the inherent risks of the activities.

All safety instructions must be followed.

Inappropriate behavior may lead to exclusion without refund.

13. Operational Conditions

Schedules may be subject to change.

Additional costs are the responsibility of the Customer.

No refunds are granted for unused services.

14. Force Majeure

The Company shall not be held responsible for events beyond its control.

15. Customer Responsibilities

The Customer must ensure valid documentation and compliance with legal requirements.

16. Insurance

Travel insurance is not included and is strongly recommended.

17. Complaints

Complaints must be communicated during the service or up to 20 days after its completion.

18. Data Protection

Personal data is processed in accordance with the law and the privacy policy.

19. Applicable Law

Portuguese law applies. Competent jurisdiction: Ponta Delgada.

20. Acceptance

By confirming the booking, the Customer accepts these Terms and Conditions.