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GENERAL TERMS & CONDITIONS | CANCELLATION & REFUND POLICY

TRIPIX AZORES

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.

2. Activity Prices

The prices published on the Tripix Azores website or expressly confirmed in the booking quotation apply. Tripix Azores may update its prices. Prices confirmed at the time of booking remain guaranteed unless changes are expressly agreed with the customer.

3. Participation Requirements and Prices for Children and Adults

Infants (0 to 2 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 to 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.

Child discounts cannot be combined with other discounts unless expressly stated otherwise.

4. 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.

5. Booking Confirmation

A booking is confirmed following the required payment and confirmation by Tripix Azores. Customers must provide only the information necessary for the booked activity. For Mount Pico Climbs, additional information may be required for registration at the Mountain House, including full name, date of birth, identification document, nationality and other details required under the applicable access and safety rules. Customers are responsible for providing accurate mandatory information within the communicated deadlines. Failure to provide required information may prevent participation, subject to the applicable cancellation conditions and statutory rights. Completing an online form without the required payment and confirmation does not constitute a confirmed booking.

6. 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.

7. Activity Cancellation by Tripix Azores

Tripix Azores may cancel activities for safety, weather or force majeure reasons. Whenever possible, it may propose rescheduling, an alternative activity or a voucher subject to the customer’s acceptance. Where the activity cannot be provided and the customer declines alternatives, the amounts legally due will be refunded. Refunds will be processed as soon as possible, with an operational target of up to 15 working days, subject to any shorter statutory deadline.

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, do not automatically entitle customers to refunds outside the established periods. In duly documented exceptional circumstances, Tripix Azores may assess the situation individually and propose appropriate solutions, including a refund or a credit voucher valid for two years, without prejudice to statutory rights.

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

The Sunset Climb and Overnight Climb require a minimum of four participants throughout the year for the regular group rate.

One participant: the corresponding Solo Traveler rate applies.

Two or three participants: the activity may proceed as a reduced shared group, subject to confirmation and availability, with a supplement of €50 per participant for the Sunset Climb or €75 per participant for the Overnight Climb, in addition to the regular rate.

Four or more participants: the regular group rate applies.

Tripix Azores will endeavour to combine participants from different bookings whenever operationally possible. A reduced shared group is not a private experience.

If the minimum number of participants is not reached, Tripix Azores may propose rescheduling, a reduced group with a supplement communicated in advance and accepted by the customer, or a credit voucher for the full amount paid. If the customer declines these alternatives and Tripix Azores cannot provide the activity under the originally agreed conditions, the amount paid for the activity not provided will be refunded in full, without penalty.

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.

8. 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.

9. Acceptance of Terms and Conditions

When completing a booking, customers must review and accept these General Terms & Conditions, including the Cancellation & Refund Policy, as well as the applicable Privacy Policy. Acceptance will be requested through the mechanisms provided during the booking process, without prejudice to consumers’ statutory rights.

10. Payment Methods, Deadlines and Refunds

Tripix Azores accepts the payment methods indicated during booking or in the quotation, which may include cash, bank transfer, payment card, PayPal, Multibanco and MB WAY, depending on availability. The communicated payment deadlines apply. Refunds will be processed through the original payment method whenever possible or by bank transfer.

Payment processing fees actually incurred and not recoverable by Tripix Azores may only be considered in determining refunds where their deduction is legally permissible and properly disclosed. This does not affect mandatory full-refund rights or permit duplicate charges for costs already covered by cancellation conditions.

11. Capacity Limits on Mount Pico

Access to Mount Pico is subject to capacity limits and rules established by the competent regional authorities and the Mountain House.

During periods of high demand, places on alternative dates may not be available following weather-related cancellation. Tripix Azores will endeavour to minimise disruption. If rescheduling is not possible, the customer may accept an alternative activity or credit voucher. Otherwise, applicable statutory refund rights will be respected.

12. 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.

13. 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.

14. 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.

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

Maritime activities involve risks associated with sea conditions, marine life and weather. Participants whose age, mobility or health conditions may increase risk should inform Tripix Azores in advance so that eligibility can be assessed.

Participation by pregnant individuals or participants with specific health conditions is subject to the safety requirements and eligibility conditions established by the operator responsible for the activity. Participation may be refused on objective safety grounds, subject to applicable law.

16. 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.

17. Exclusion Due to Physical Condition

Mount Pico Climbs: During the first 30 minutes to one hour, the guide may exclude a participant who demonstrably lacks the physical preparation, coordination or endurance to continue safely and within the planned timeframe. In clear exceptional cases, this decision may be taken earlier.

Hike, Cave, Bike and SUP: At the beginning of an activity, the guide may exclude a participant who lacks the fitness or coordination required for safe participation.

Rock Climbing, Abseiling and Canyoning: The guide may exclude participants who lack the physical or technical requirements for safe participation.

Where exclusion results from inadequate physical preparation, failure to comply with previously communicated safety requirements, or voluntary withdrawal after the activity has started, 100% of the activity fee may be retained, subject to applicable law and the specific circumstances.

18. 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.

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

The meeting point will be 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 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.

Ferry operating days, timetables and departure ports depend on the transport operator and may change due to weather or operational circumstances. Tripix Azores will communicate the relevant information for the booked activity. Customers should rely on the final instructions received.

20. 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.

21. Activity Schedules

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

22. 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.

23. 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.

24. 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. Tripix Azores is not responsible for expenses incurred outside the scope of the booked activity unless expressly agreed in writing.

25. Emergency Instructions

In an emergency during a Tripix Azores activity, follow the instructions of the guide or activity leader. If additional assistance is required, call 112, the national emergency number for medical emergencies, fires, serious accidents and other emergencies. Inform the guide immediately of any situation that may compromise safety.

26. 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.