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CANCELLATION & REFUND POLICY

  1. Activities, Equipment Rental and Transfer Prices

Activity and equipment rental prices are charged per person. Transfer prices may be charged per journey, group or person, as specified in the quotation. All prices include VAT at the legally applicable rate.

  1. Activity Prices for 2026

The prices published on the Tripix Azores website apply and prevail. Tripix Azores may update its prices during 2026 to reflect inflation or other factors. Prices confirmed at the time of booking are guaranteed.

  1. Participation Requirements and Prices for Children and Adults

Infants (0–3 years)

Free of charge for eligible activities, provided participation is permitted and there are no equipment limitations, technical requirements, safety restrictions or minimum-age requirements.

Children (3–5 years)

Activities without lunch included – Pico Island: free of charge only for:

  • Pico Half-Day Tour
  • Pico Wine Half-Day Tour

Activities with lunch included – Pico, Faial and São Jorge: 20% discount on the adult price; free participation does not apply:

  • Pico Full-Day Tour
  • Pico Wine Full-Day Tour
  • Pico Secret Lagoons & Lava Caves Tour
  • Pico Foodie Half-Day Tour
  • Faial Full-Day Tour
  • São Jorge Full-Day Tour
  • Faial Farmer for One Day
  • Faial Half-Day Horta City Tour (exception: lunch not included)

Not eligible for participation, unless expressly stated otherwise:

  • Mount Pico Climbs – Day, Night, Sunset and Overnight.
  • Bike Tours – Pico Vineyards Bike Tour and Pico Volcanoes Bike Tour.
  • Stand-Up Paddle (SUP).
  • Maritime activities – Whale Watching, Swimming with Dolphins, Scuba Diving, Snorkelling by Boat, boat trips and similar activities.
  • Other technical or active activities whenever physical, operational, safety or minimum-age requirements do not permit participation.

Children (6–11 years)

Activities without lunch included – 20% discount on the adult price, where eligible:

  • Hikes
  • Bike Tours (subject to age and equipment eligibility)
  • Stand-Up Paddle (SUP), where eligible
  • Pico Caving Half-Day Tour

Activities with lunch included – 20% discount on the adult price:

  • Pico Full-Day Tour
  • Pico Wine Full-Day Tour
  • Pico Secret Lagoons & Lava Caves Tour
  • Pico Foodie Half-Day Tour
  • Faial Full-Day Tour
  • São Jorge Full-Day Tour
  • Faial Farmer for One Day
  • Faial Half-Day Horta City Tour (exception: lunch not included)

Non-technical maritime observation activities – 20% discount on the adult price:

  • Whale Watching
  • Swimming with Dolphins

Not eligible for participation, subject to applicable requirements:

  • Mount Pico Climbs – Day, Night, Sunset and Overnight.
  • Technical maritime activities, including Scuba Diving and Snorkelling at Princess Alice Bank.
  • Technical or active activities, including canyoning, coasteering and rock climbing, where restrictions apply.

Special conditions and discounts

For Mount Pico Climbs, exceptional participation by a child may be considered after prior assessment by Tripix Azores of previous experience and physical condition. Only the standard child discount applies. Private tours remain the preferred option where eligibility depends on individual circumstances.

Where a child is not eligible to participate, no price reduction, discount or commission applies. Child discounts cannot be combined with other discounts. For bookings made through sales partners, they cannot be combined with partner commissions unless expressly agreed; this restriction concerning partner commissions does not apply to direct bookings.

  1. Official Communications

All official communications concerning reservations must be made by email, which provides a written record of information and decisions. Telephone calls, SMS and WhatsApp are alternative channels for urgent matters or emergencies. Tripix Azores is not responsible for information that has not been documented by email.

  1. Booking Confirmation

A booking is confirmed following advance payment but is complete only after receipt of the required details for each participant: first and last name, date of birth, identity card or passport number, nationality, weight, height and contact telephone number. These details are required, in particular, for registration at the Mountain House for Mount Pico Climbs. Failure to supply them in good time is the participant’s responsibility; Tripix Azores accepts no liability and no refund will be due in such circumstances. A booking placed on the website without payment, or with payment made too late, is not considered valid.

  1. Mandatory Food Information – Nutrition Packs, Azorean Picnic Experience and Tastings

Nutrition Packs (also referred to as Lunch Boxes) and the Picnic Azorean Experience are optional complementary food services offered in connection with selected activities. Other activities, including certain wine and vineyard tours, may include tastings of cheese and other regional products.

Participants must communicate any relevant food allergies, intolerances or dietary restrictions, and select the applicable Nutrition Pack type where relevant, preferably when booking and at least 72 hours before the activity. This includes, where applicable, allergies to milk proteins, lactose intolerance, coeliac disease, gluten-related restrictions, nut allergies and other dietary requirements.

Tripix Azores will endeavour to arrange suitable alternatives with its suppliers or partners where possible. Alternatives cannot be guaranteed and depend on the products, activity and supplier’s capacity. Serious allergies and the relevant allergens must be expressly identified. The absence of cross-contact with allergens cannot be guaranteed unless expressly confirmed by the responsible supplier.

Requests or changes received less than 72 hours before the activity may not be accommodated. Tripix Azores may decline to provide an optional food service where operational conditions prevent safe and appropriate delivery. Any refund or charge remains subject to the booking conditions and applicable consumer rights.

6.1. Nutrition Packs (Lunch Boxes) – Changes and Rescheduling

Nutrition Packs are a complementary food service, and their preparation and supply may involve external providers.

Where an activity is changed or rescheduled, including because of adverse weather, Tripix Azores will endeavour, where possible, to move the Nutrition Pack supply to the new date while avoiding unnecessary additional costs.

If the packs have already been prepared or purchased and the customer wishes to transfer their supply to a new date, certain perishable items may need replacing because they cannot safely be reused or maintained at the required quality.

In such cases, an additional replacement charge may apply solely to the items that need to be purchased or prepared again, according to the Nutrition Pack type. The amount will be communicated to the customer in advance and will depend on the composition and quantity of the replacement items.

Other components that can be stored safely will be reused, and the full price of the Nutrition Pack will not be charged again.

Where the Nutrition Pack has already been delivered or made available to the customer, the food service is considered provided. Purchasing another Nutrition Pack for a different date constitutes a new supply.

Tripix Azores will seek to minimise costs resulting from weather-related changes or other circumstances outside its control.

  1. Activity Cancellation by Tripix Azores

Tripix Azores reserves the right to cancel activities without prior notice where weather conditions compromise participants’ safety or well-being, or for reasons of force majeure. In such cases, it may propose another date or an alternative activity during the customer’s stay, subject to availability. The customer may choose a credit voucher for future use. If a refund is chosen, it will be processed with any applicable adjustments as soon as possible, within up to 15 working days, subject to applicable law.

7.1. Customer Cancellation Policy

Cancellations made 30 days or more before the activity: 100% refund of the amount paid.

Cancellations made less than 30 days but more than 7 days before the activity: 50% of the total booking amount retained.

Cancellations made 7 days or less but more than 72 hours before the activity: 65% retained.

Cancellations made 72 hours or less but more than 48 hours before the activity: 80% retained.

Cancellations made 48 hours or less before the activity, no-shows or problems with air or sea transport: 100% retained.

Personal circumstances such as sudden illness or family emergencies are not automatically covered by this cancellation policy. However, in duly documented cases of force majeure, Tripix Azores offers the choice of a refund or a credit voucher for the booked activity valid for two years, subject to applicable law.

Rescheduling after a no-show requires a new booking and full payment.

7.1.1. Cancellation After Reading the Information PDF – Mount Pico Climbs

After booking confirmation, each participant receives an information PDF containing essential details about the ascent, including mandatory equipment, suitable footwear, safety instructions and physical preparation. Each participant is responsible for reading it. If the customer cancels after receiving and reading this document, the general cancellation periods and charges in this policy apply; receipt of the PDF does not, by itself, create an entitlement to a full refund. The essential requirements are also made available through the website and booking information.

7.2. Weather Changes After an Activity Has Started

Participant safety is our priority. Mountain weather can change rapidly and an activity may have to be interrupted after it begins. A Mount Pico ascent will start only if our guides consider conditions safe. If unexpected weather requires the activity to stop after it has started, the service is considered partially provided. A refund of 30% of the total amount paid will be issued, with 70% retained to cover operating costs, guide time and availability, and preparation and ascent logistics. A full refund is not provided solely because the ascent was interrupted or the summit was not reached, subject to applicable law.

7.3. Minimum Participants – Sunset Climb and Overnight Climb

Throughout the year (January–December), both the Sunset Climb and the Overnight Climb require a minimum of four participants for the regular group rate.

One participant: the relevant Solo Traveler rate applies.

Two or three participants: the activity may proceed as a reduced shared group, subject to confirmation and availability, with the following supplements per participant:

Sunset Climb: regular price + €50 per person (currently €150 per person, based on a €100 regular price).

Overnight Climb: regular price + €75 per person (currently €275 per person, based on a €200 regular price).

Four or more participants: the regular group rate applies.

Tripix Azores will endeavour to bring together participants from different bookings where possible. A reduced shared group is not a private experience and depends on there being other customers wishing to join. Alternatively, customers may request rescheduling to an available date or an upgrade to a private experience at the applicable rate.

If Tripix Azores cannot confirm the activity because the minimum number of participants is not reached and the customer does not accept an alternative, the existing policy provides for a credit voucher for the full amount paid, valid for the same or another Tripix experience. This voucher-only provision is pending management/legal review and does not override any mandatory statutory refund rights.

7.4. Boat Tickets – Non-Refundable

For activities involving inter-island sea crossings, including Faial and São Jorge tours, ferry tickets are non-refundable once issued and paid for, regardless of the notice period. If the customer cancels or cannot participate, Tripix Azores will not reimburse the ticket cost, except where mandatory law provides otherwise.

  1. Changes to Reservations

Any change to a booking made through the Tripix Azores website must be requested by email. Making a new booking through the website using the same details may create a duplicate reservation and result in payment for both. Customers should contact Tripix Azores by email so that changes can be recorded and processed. A change is valid only after written confirmation from Tripix Azores.

  1. Acceptance of Terms and Conditions

By paying for, confirming and completing a booking, the customer acknowledges and accepts the terms and conditions of this Cancellation Policy, subject to applicable law.

  1. Payment Methods, Deadlines and Refunds

We accept cash, bank transfer, credit card, PayPal, Multibanco (Portuguese debit cards) and MB WAY (Portuguese telephone numbers). Payment deadlines are those stated on the invoice. Refunds are made by bank transfer or card through the applicable payment system. Card refunds may be subject to administrative or banking charges where legally permitted.

  1. Capacity Limits on Mount Pico

Access to Mount Pico is limited by the competent regional authorities and the Mountain House. The source policy cites a limit of 160 + 40 people simultaneously and 320 people in a 24-hour period; these figures must be verified against the current official rules before publication.

During the high season (May to September), once Tripix Azores has confirmed an activity and registered participants at the Mountain House, a weather-related cancellation may make it impossible to obtain places on neighbouring dates. Tripix Azores will endeavour to minimise disruption. If rescheduling is not possible, the customer may transfer the amount paid to an available alternative activity or request a refund, processed as soon as possible within up to 15 working days, with any lawful adjustments.

  1. Participation Requirements for Mount Pico Climbs

Participants must be physically fit, have adequate motor coordination and preferably have experience on steep trails. Sedentary participants may be unable to complete the activity safely. For adults over 65 who do not regularly exercise, Tripix Azores may request an exercise stress test and medical certificate confirming fitness for mountain hiking and other physical activities.

Before booking, participants must disclose relevant physical restrictions or recent surgery (particularly affecting knees or joints), fear of heights, mental or psychological limitations relevant to safety, heart conditions, asthma or respiratory sensitivities, diabetes, pregnancy or other health limitations. Participants must not have undertaken scuba diving in the 24 hours before the Mount Pico ascent.

Failure to disclose relevant information is the participant’s responsibility. Tripix Azores may refuse participation on safety grounds, with the cancellation consequences provided in this policy, subject to applicable law.

  1. Responsibility and Equipment for Mount Pico Climbs

Participants must follow the information PDF and bring suitable, well-maintained equipment, including appropriate hiking or mountain boots, and enough food and water for the full activity. Old or damaged equipment is strongly discouraged. Participation may be refused if minimum equipment or safety requirements are not met. Where refusal is attributable to the participant’s failure to comply with requirements communicated in advance, the full activity price may be charged, subject to applicable law.

Each participant must arrive in a physical and health condition compatible with a long, demanding activity in a mountain environment.

  1. Participation Requirements for Bike, Hike, Cave and SUP Activities

Participants must have adequate physical fitness and motor coordination. For bike activities, participants must be over 1.40 m tall. For SUP, swimming ability is mandatory. For caving, participants must not suffer from claustrophobia.

Sedentary participants should not undertake physically demanding activities. For adults over 65 who do not exercise regularly, Tripix Azores may request an exercise stress test and medical certificate. Before booking, disclose physical limitations or recent surgery (particularly involving the lower limbs), relevant mental or psychological restrictions, heart conditions, asthma, respiratory sensitivities, diabetes, pregnancy or other health limitations.

Failure to disclose relevant information is the participant’s responsibility. Tripix Azores may refuse participation on safety grounds under the conditions of this policy, subject to applicable law. Prior physical and mental preparation is recommended.

  1. Participation Requirements for Whale Watching, Swimming with Dolphins, São Jorge Full-Day by Boat and Pico Snorkelling by Boat

Marine activities involve risks associated with the sea, marine life and weather. Participants over 80 years of age, or those with back or neck conditions, osteoporosis, obesity or other health conditions that may increase risk, must inform Tripix Azores in advance so that eligibility can be assessed. Pregnant participants are not permitted to participate under the activity requirements stated in the source policy.

Failure to disclose relevant information is the participant’s responsibility. Tripix Azores may refuse participation on safety grounds under this policy, subject to applicable law. Appropriate prior preparation is recommended.

  1. Participation Requirements for Rock Climbing, Abseiling and Canyoning

Rock climbing, abseiling and canyoning carry inherent risks and take place in natural environments involving significant physical effort and technical challenges. Participants must be physically capable of completing prolonged activities in challenging conditions, potentially including water, uneven terrain, exposure to heights and variable weather.

These activities are unsuitable for sedentary people or those unused to exercise. For adults over 65 who are not regularly active, Tripix Azores may request an exercise stress test and medical certificate. Before booking, participants must disclose physical restrictions or recent surgery (particularly affecting knees and joints), relevant mental health limitations, heart conditions, asthma or respiratory sensitivity, diabetes, pregnancy and other health limitations.

Failure to disclose relevant information is the participant’s responsibility. Tripix Azores may refuse participation on safety grounds under this policy, subject to applicable law. Prior physical and mental preparation is strongly recommended.

  1. Exclusion Due to Physical Condition

Mount Pico Climbs: During the first 30 minutes to one hour of the activity, if a participant demonstrably lacks the physical preparation, coordination or endurance required to continue safely and within the planned time, the guide may remove that participant from the group. In clear exceptional cases, this decision may be taken earlier. In cases of exclusion or withdrawal, the original policy provides for retention of 100% of the activity fee, subject to applicable law.

Hike, Cave, Bike and SUP: If at the beginning of an activity a participant lacks the fitness or coordination needed to complete it safely and on time, the guide may exclude them to protect their safety and the group. The original policy provides for retention of the full activity fee in cases of exclusion or withdrawal, subject to applicable law.

Rock Climbing, Abseiling and Canyoning: The guide may exclude participants who lack the fitness or coordination required for safe participation. The original policy provides for retention of the full activity fee in cases of exclusion or withdrawal, subject to applicable law.

  1. Meeting Point for Mount Pico Climbs

The meeting point for Mount Pico Climbs is the Mountain House (Casa da Montanha), at the time confirmed by Tripix Azores. A transfer from the Tripix Store in Madalena, opposite the Madalena Maritime Terminal, may be arranged on request, subject to availability and an additional charge.

  1. Meeting Points for Tours and Other Activities; Ferries to São Jorge

The meeting point is communicated no later than the day before the activity. Tours and other activities generally meet at the Tripix Store in Madalena, opposite the Madalena Maritime Terminal, at the confirmed time. For Faial and São Jorge tours, the meeting point may be the respective passenger terminal in Horta or Velas, or accommodation where a pick-up has been expressly arranged, subject to availability and an additional charge. Ferry tickets are not included unless expressly specified.

Ferries between Pico and São Jorge – indicative departure days by season and Pico departure port:

Low season (October–May): Madalena port – Wednesdays only; São Roque do Pico port – Mondays and Fridays only.

High season (June–September): Madalena port – Mondays, Wednesdays, Thursdays, Fridays and Sundays; São Roque do Pico port – Mondays, Tuesdays, Fridays, Saturdays and Sundays.

Departure days, timetables and ports may change according to the ferry operator’s schedule, weather and operational circumstances. Tripix Azores will confirm the relevant port and departure time for the booked activity. Customers must rely on the final information communicated by Tripix Azores when arranging their journey.

  1. Transfer Meeting Points

Transfers (pick-up and drop-off) are available on request, subject to availability, with prices on request. Tripix Azores does not guarantee pick-up or drop-off at remote accommodation or locations that are difficult for vehicles to access.

At tourist resorts, holiday complexes, gated developments or properties with internal access roads, the normal pick-up and drop-off point is the main reception or another meeting point designated and communicated in advance by Tripix Azores. Collection directly at the door of an individual accommodation unit is not guaranteed.

Where safe vehicle access is not possible, customers must make their way to the main road or another previously agreed meeting point. Participants are responsible for arriving punctually at the confirmed meeting point.

  1. Activity Schedules

Times shown on the Tripix Azores website are indicative and may vary with the season, sunris

e and sunset, weather, ferry or flight schedules, government restrictions and other external factors. The exact time and meeting point will be confirmed by email no later than the day before the activity.

For Mount Pico Day and Night Climbs, participants should arrive at least 15 minutes before the scheduled start; the activity starts no later than 30 minutes after the Mountain House meeting time. For the Overnight Climb, participants should arrive at least 30 minutes before the scheduled start; the activity starts no later than one hour after the Mountain House meeting time.

For other activities, participants should arrive at least 10 minutes early. A 15-minute grace period applies after the scheduled start time; after that, the participant is treated as a no-show under this policy.

  1. Equipment Rental

Equipment rental is governed by a specific rental agreement setting out duration, return conditions, responsibilities for loss or damage and any late-return charges. Customers must read and understand that agreement before renting. Failure to comply may result in the penalties stated in it. Tripix Azores may charge for last-minute rental cancellations and for equipment returned late, damaged, lost or in a condition other than agreed, according to the rental agreement.

  1. Insurance Coverage

Activities include personal accident insurance, covering medical expenses and other insured costs in accordance with the applicable policy and its limits, exclusions and conditions. Participants are encouraged to consider additional travel insurance for more comprehensive cover.

  1. Sales Partner Responsibility

The sales partner must inform the end customer of all relevant details of the booked activity, including times, meeting points, fitness and equipment requirements and applicable conditions. By confirming a booking with Tripix Azores, the partner declares that the customer has been properly informed of, and accepts, this Cancellation Policy.

  1. Partnerships, Commissions and Tripix NET Prices

Commissions may vary by sales partner, distribution channel or commercial agreement. Changes to agreed commissions must be communicated in writing and in advance to Tripix Azores; they have no retroactive effect and require Tripix Azores’ express approval.

If a partner wishes to apply a higher commission than agreed, the final selling price must be adjusted so that Tripix Azores receives the correct NET amount stated in the applicable price list or commercial agreement. Tripix Azores is not responsible for discrepancies caused by commissions that were not communicated, were incorrectly applied or were changed unilaterally.

  1. Extra Costs and Expenses Not Included

Expenses not expressly included in the activity price – including meals, drinks, external transport, ferry tickets, third-party charges, additional equipment rental requested by the customer and other services outside the programme – are payable by the customer and/or the sales agency or partner. Tripix Azores is not responsible for expenses incurred outside the scope of the booked activity unless expressly agreed in writing.

  1. Emergency Instructions

In an emergency during a Tripix Azores activity, follow the guide’s or activity leader’s instructions. If additional assistance is required, contact:

  • Medical emergencies, fires, serious accidents and other emergencies: 112.
  • Madalena Volunteer Firefighters: 292 628 300.
  • Madalena Public Security Police (PSP): 292 100 090.

These contacts are for emergencies only. Availability and direct contact details should be verified before publication.

  1. Pandemics, Public Health Emergencies and Government Restrictions

Where pandemics, public health emergencies or official travel restrictions directly prevent an activity from taking place, Tripix Azores will seek flexible solutions. Depending on the circumstances, options may include rescheduling without additional cost or a credit voucher with extended validity, without prejudice to mandatory refund rights.

Tripix Azores may request supporting documentation, such as official orders or other evidence. Where no official restrictions apply and the customer cancels for personal or precautionary reasons, the standard cancellation conditions apply.