Cancellation and Refund Policy

Mystic Travels – Brand of Destino Descoberto, Lda
VAT Number: 510884490
Phone: +351 930 664 660
Email: booking@mystic-travels.com

1. Introduction

Mystic Travels, operated by Destino Descoberto, Lda, acts simultaneously as a travel agency and licensed tour operator in Portugal, providing its own services and third-party agency services.

This Cancellation and Refund Policy defines, for each service category, the procedures and conditions applicable in case of cancellation, change, or refund.

By booking services through Mystic Travels, the client declares full acceptance of this policy.

2. Service Categories and Specific Policies

2.1 Private Transfers

• Cancellation by the Client:

  • More than 48 hours before: full refund, less 10% administrative fee (minimum €20).

  • Between 24 and 48 hours: 50% refund of the total amount.

  • Less than 24 hours or no-show: no refund.

• Cancellation by Mystic Travels:

  • Full refund or provision of equivalent service (vehicle of equal or superior category).

Notes:

• Schedule changes requested less than 6 hours before departure may be considered a cancellation and subject to the same conditions.

2.2 Shared Transfers

• Cancellation by the Client:

  • More than 72 hours before: full refund, less 15% administrative fee (minimum €15).

  • Between 48 and 72 hours: 50% refund.

  • Less than 48 hours or no-show: no refund.

• Cancellation by Mystic Travels:

  • Full refund or allocation to a compatible alternative transfer.

Notes:

• Shared transfers involve fixed schedules; client delays exceeding 10 minutes may result in a no-show.

2.3 Customized Tours (Private)

• Cancellation by the Client:

  • More than 30 days before: full refund, less 5% administrative fee.

  • Between 15 and 29 days: 30% retention of the total amount.

  • Between 7 and 14 days: 50% retention.

  • Less than 7 days or no-show: no refund.

• Cancellation by Mystic Travels:

  • Full refund or replacement of the tour with an equivalent/superior product.

Notes:

• Customized tours require significant logistical adjustments; date changes may be considered a new booking.

2.4 Group Tours

• Cancellation by the Client:

  • More than 60 days before: full refund, less 5% administrative fee.

  • Between 30 and 59 days: 25% retention of the total amount.

  • Between 15 and 29 days: 50% retention.

  • Less than 15 days: no refund.

• Cancellation by Mystic Travels:

  • Full refund or change to a tour on a nearby date, at no additional cost.

Notes:

• Group tours may be subject to a minimum number of participants. If the minimum number is not reached, Mystic Travels reserves the right to cancel the tour with a minimum notice of 5 working days, offering alternatives.

2.5 Tour Packages (Including Accommodation)

• Cancellation by the Client:

  • More than 45 days before departure: full refund, minus administrative fees and irreversible supplier costs (e.g., flights, non-refundable hotels).

  • Between 30 and 44 days: 30% retention of the total amount.

  • Between 15 and 29 days: 50% retention.

  • Less than 15 days: no refund.

• Cancellation by Mystic Travels:

  • Full refund or proposal for rescheduling at no cost.

Notes:

• Some elements of the packages (e.g., airline tickets) may have specific cancellation conditions not subject to refund, even in case of overall cancellation.

2.6 Third-Party Agency Services

Includes bookings for:

• Accommodation

• Airline tickets

• Trains, buses

• Excursions organized by partners

• Travel insurance

Applicable policy:

• The cancellation and refund conditions for these services are defined by the third-party suppliers.

• Mystic Travels will inform in advance the specific conditions of each booked service.

• Mystic Travels cannot alter the conditions set by suppliers.

3. Cancellation Procedure

• All cancellation requests must be communicated in writing to the email booking@mystic-travels.com.

• The date of receipt of the request will determine the application of refund conditions.

4. Refund Procedure

• The processing of refunds will begin after the cancellation is accepted.

• The refund will be made through the same payment method used by the customer, unless otherwise agreed.

• The processing time may vary up to 30 business days.

Possible deductions:

• Administrative fees

• Bank charges

• Non-refundable supplier costs

5. No-Show

• In case of the client’s absence at the location, date, and time scheduled for any service, it will be considered a no-show, without the right to a refund.

• For shared transfers, delays exceeding 10 minutes may be treated as a no-show.

6. Changes Requested by the Client

• Requests for changes to dates, times, type of service, or number of passengers are subject to:

  • Availability

  • Supplier conditions

  • Possible additional costs

• Changes requested less than 48 hours in advance may be considered as a cancellation and new booking.

7. Force Majeure Cases

In situations of force majeure (natural disasters, pandemics, armed conflicts, government orders), Mystic Travels reserves the right to:

• Alter itineraries and dates

• Cancel services

• Propose credit vouchers for future use

• Issue partial refunds according to unrecoverable costs

8. Cancellation Insurance

• Mystic Travels strongly recommends that the client purchase travel cancellation insurance at the time of booking.

• The insurance may cover situations such as sudden illness, accidents, or unforeseen events.

9. Contacts

In case of questions, cancellations, or complaints, the client should contact:

• Email: booking@mystic-travels.com

• Phone/WhatsApp: +351 930 664 660

Last Update: April 2025