General Terms and Conditions of Service

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

1. Identification

Mystic Travels is a registered brand operated by the Portuguese company Destino Descoberto, Lda, licensed as a travel agency and tour operator, acting under the highest standards of quality and responsibility.

These Terms and Conditions apply to all services provided by Mystic Travels, including private transfers, tours, travel packages, and booking services for accommodations, activities, and experiences.

By contracting any service from Mystic Travels, the client declares to have read, understood, and fully accepted these Terms.

2. Services Offered

Mystic Travels provides:

• Travel agency services, intermediating bookings for hotels, flight tickets, trains, activities, and insurance.

• Tour operator services, directly organizing:

  • Private and shared transfers

  • Customized and group tours

  • Travel packages

  • Exclusive experiences (gastronomic, wine tourism, cultural, etc.)

3. Reservations

• All reservations must be requested in writing (email, website form, or authorized platforms) and are valid only after express confirmation by Mystic Travels.

• For transfers with less than 6 hours notice, acceptance is subject to availability and mandatory confirmation by Mystic Travels.

• The client is responsible for providing correct and complete information (dates, times, locations, number of passengers, special needs).

• Reservations involving children should indicate age and specific needs (e.g., child seats).

4. Confirmations and Responsibility for Transfers

• All transfers require express confirmation from Mystic Travels.

• In cases of reservations made with less than 6 hours notice, the provision of service depends on immediate availability and formal acceptance.

• If confirmation is not received, Mystic Travels cannot be held responsible for not providing the service.

5. Payments

• Booking services requires payment of a minimum deposit of 30% or full payment, as indicated at the time of booking.

• The remaining amount must be paid:

  • 30 days before the start date of services.

  • Immediately for reservations made less than 30 days in advance.

• Payments are accepted by:

  • Bank transfer

  • Credit card

  • PayPal (subject to administrative fees)

• Any costs associated with payment methods are the responsibility of the client.

6. Prices and Conditions

• All prices include VAT at the current legal rate.

• Only services expressly mentioned in the proposal sent to the client are included.

• Extras not specified (tips, meals not mentioned, additional services) are not included.

• Currency fluctuations, increases in fees, fuel, or taxes may require price adjustments up to 20 days before the start of the trip.

7. Cancellations and Refund Policy

Cancellations by the Client:

• Up to 30 days before: full refund, minus administrative costs or supplier charges.

• Between 15 and 29 days before: 50% retention of the amount paid.

• Less than 15 days before or no-show: no refund.

Cancellations by Mystic Travels:

• In case of force majeure or proven unavailability, an option will be offered for:

  • Full refund

  • Rescheduling

  • Equivalent or superior alternative service

Specific Notes:

• Third-party services (hotels, airlines, etc.) may have specific cancellation policies, which will be applied and communicated.

8. Changes Requested by the Client

• Any changes to itinerary, schedule, number of participants, or services must be requested in writing and are subject to confirmation by Mystic Travels.

• Additional costs may apply.

9. Client Obligations

• Strictly comply with the defined meeting times and locations.

• Possess necessary valid documentation (passport, visas, health certificates).

• Respect safety regulations, instructions from guides and drivers, and behave in an appropriate and respectful manner.

• Inform in advance about relevant medical conditions or special needs.

10. Mystic Travels Responsibilities

• As a tour operator, Mystic Travels commits to:

  • Ensure execution as described in the programs.

  • Use carefully selected partners of high quality.

  • Provide adequate assistance in case of unforeseen events.

Limitations of liability:

• We are not responsible for delays, losses, damages, injuries, or any expenses caused by acts of third parties, natural causes, unforeseen circumstances, or force majeure.

• Mystic Travels’ liability is limited to the total amount paid by the client.

11. Insurance

• Mystic Travels has mandatory civil liability insurance.

• It is strongly recommended that the client purchases travel and assistance insurance, including coverage for cancellation, accidents, illnesses, theft, and baggage loss.

12. Luggage

• Luggage transport is limited to one medium-sized suitcase and one hand item per passenger on transfers.

• Additional luggage may be subject to extra cost and should be informed in advance.

• Luggage is transported under the client’s responsibility.

13. Complaints

• Any complaints should be communicated during the service for immediate resolution attempt.

• Formal complaints must be sent in writing within 30 days after the service, to the email booking@mystic-travels.com.

• Mystic Travels provides the Electronic Complaints Book.

14. Force Majeure

• Mystic Travels is not responsible for force majeure events, including but not limited to:

  • Natural disasters

  • Strikes

  • Armed conflicts

  • Epidemics/pandemics

  • Flight cancellations

  • Government orders

15. Personal Data and Privacy

• Mystic Travels ensures the protection of personal data in accordance with the General Data Protection Regulation (GDPR).

• Data will be used only for the purpose of executing services and associated communications.

16. Competent Jurisdiction

• For all matters arising from these Terms and Conditions, the competent jurisdiction is the district of Vila Nova de Gaia, Portugal.

Last Update: April 2025