Terms of Responsibility

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

1. Identification and Scope

Mystic Travels, operated by Destino Descoberto, Lda, acts as a licensed travel agency and tour operator in Portugal, offering transfer services, customized tours, travel packages, cultural experiences, and accommodation bookings.

These Terms of Responsibility govern the use of services provided by Mystic Travels, as well as the obligations and limits of responsibility towards its clients.

2. Responsibility for Service Provision

• Mystic Travels commits to providing the reserved services according to the highest standards of quality, safety, and professionalism.

• For directly organized services (transfers, tours, and own packages), Mystic Travels is responsible for execution as described in the proposals sent to the client.

• For intermediated services (e.g., hotels, airlines, third-party activities), Mystic Travels acts as a mere intermediary and does not assume direct responsibility for their execution.

3. Transfers and Transportation

• Mystic Travels ensures that all vehicles used for transfers and tours are properly licensed and insured, complying with Portuguese legislation.

• Drivers are qualified professionals with appropriate training and language fluency as needed.

• In case of unexpected changes (e.g., heavy traffic, adverse weather conditions, breakdowns), Mystic Travels will make every effort to minimize impacts but cannot be held responsible for unavoidable delays.

Reservations made less than 6 hours in advance are subject to express confirmation from Mystic Travels.
Without this confirmation, the service cannot be guaranteed.

4. Tours and Experiences

• The itineraries indicated in the programs are for guidance and may be adjusted for operational reasons, safety, or participants’ interests.

• Mystic Travels reserves the right to change activities, schedules, or means of transport due to unforeseen circumstances, always ensuring the maintenance of service quality.

5. Travel Packages

• For packages composed of various services (accommodation, transport, activities), Mystic Travels is responsible for the overall organization.

• However, services provided by third-party suppliers follow the policies of these partners, and Mystic Travels cannot be held responsible for changes or non-compliance on their part, unless proven negligence in supplier selection is demonstrated.

6. Limitation of Liability

• Mystic Travels is not responsible for:

  • Delays caused by third parties (airlines, hotels, local operators).

  • Missed flights, trains, or connections due to factors beyond its control.

  • Damage, loss, or theft of luggage and personal belongings.

  • Damages caused by actions of clients themselves or third parties.

  • Changes in weather conditions affecting outdoor programs.

  • Force majeure situations (natural disasters, strikes, pandemics, conflicts, government decisions).

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

7. Insurance

• Mystic Travels has civil liability insurance as required by applicable legislation.

• It is strongly recommended that all clients purchase personal travel insurance covering cancellations, illnesses, accidents, and losses.

8. Client Obligations

The client agrees to:

• Comply with the established schedules for contracted services.

• Possess and present all necessary documentation (identification, visas, health certificates).

• Inform Mystic Travels of any relevant medical condition, physical limitation, or special need before the start of services.

• Act responsibly and respectfully during all activities.

9. Communication and Complaints

• Any problems during service provision should be immediately communicated to Mystic Travels so that corrective measures can be taken.

• Formal complaints should be sent in writing within a maximum period of 30 days after the completion of the service, to the email booking@mystic-travels.com.

• Mystic Travels also provides the Electronic Complaints Book.

10. Service Changes

• Mystic Travels may alter programs or itineraries, even after the start of the service, in cases of:

  • Passenger safety

  • Adverse weather conditions

  • Legal or administrative determinations

• In any situation of change, Mystic Travels will make efforts to offer equivalent alternatives.

11. Force Majeure

Mystic Travels cannot be held responsible for non-fulfillment of obligations when this is due to circumstances beyond its reasonable control, including but not limited to:

• Natural disasters

• Acts of terrorism

• Epidemics and pandemics

• Strikes and service interruptions

• Armed conflicts

12. Jurisdiction and Applicable Law

• For the resolution of disputes arising from the provision of services, the jurisdiction of the Vila Nova de Gaia district court shall be competent, with express waiver of any other.

• The current Portuguese legislation applies.

Last Update: April 2025