Cancellation Policy

Terms & Conditions

1. Activities, Renting Equipment, and Transfers Prices:

• Activities and Renting Equipment: Prices are charged per person.

• Transfers: Prices are charged per trip/group/person.

• All prices include a 16% VAT fee.

2. Activities Prices for 2025: For Tripix Azores activities, the prices listed on the website apply and prevail. Tripix Azores reserves the right to update prices throughout 2025 based on inflation or other factors. The prices confirmed at the time of booking are guaranteed.

3 .Requirements for Children and Adults:

• Babies (0-3 years old): Free.

• Children (3-5 years old): Free for activities that do not include lunch on Pico Island (Pico Half-Day Tour, Pico Wine Half-Day, Pico Caving Half-Day Tour). This discount is not applicable to Pico Whale Watching, Pico Swimming With Dolphins, Pico Scuba Diving, and Pico Snorkeling By Boat.

• Children (6-11 years old): 20% discount on the adult price for activities on Pico Island (except Pico Whale Watching, Pico Swimming With Dolphins, Pico Scuba Diving and Pico Snorkeling By Boat) not cumulative with group discounts, if applicable. For other activities, a 5% discount on the adult price is available, not cumulative with group discounts, if applicable.

• Children (3-11 years old): 20% discount on the adult price for activities that include lunch on Pico Island (Pico Full-Day Tour, Pico Wine Full-Day Tour, Pico Secret Lagoons & Lava Caves Tour), bike and SUP activities on Pico Island, not cumulative with group discounts, if applicable. For other activities, a 5% discount on the adult price is available, not cumulative with group discounts, if applicable.

• Children under 10 years old must participate in private groups.

• Adults: From 12 years old.

• Mount Pico climb: Available only from 5 years old.

• Adults over 65 years old: It is recommended to participate in private groups for the Mount Pico climb, especially if they have no experience in mountain hiking or steep trails. Tripix Azores recommends providing a medical certificate to ensure that participants are fit to undertake the activity for their safety and well-being.

4. Official Communications: All official communications regarding activity bookings must be made exclusively via email. The email will serve as a written record of information and decisions. Phone calls, SMS, and WhatsApp messages will only be considered as alternative tools for emergencies or urgent matters. We emphasize that Tripix Azores is not responsible for information not documented via email.

5. Booking Confirmation: Bookings will be confirmed upon prepayment but will only be considered complete after receiving the personal information of each participant: first and last name, date of birth, ID card or passport number, nationality, weight, height, and telephone contact. Failure to provide this information in a timely manner, which ensures the registration of spots at the Mountain House for the Mount Pico Climb activity, will be the responsibility of each participant, and Tripix Azores will not be penalized for it. In such cases, there will be no refund of the payment made.

6. Activity Cancellation: Tripix Azores reserves the right to cancel activities without prior notice due to weather conditions that compromise the safety and well-being of participants or due to force majeure. In such cases, Tripix Azores may suggest a new date or alternative activities during the clients’ stay on the island, subject to availability. The client may opt to receive a credit for the canceled activity, with a voucher issued for future use. If the client chooses a refund, it will be processed with the necessary adjustments and completed as soon as possible, which may take up to 15 working days.

6.1 Customer Cancellation Policy:

• Cancellations made up to 1 month in advance: Retention of 50% of the total reservation amount.

• Cancellations made less than 1 week in advance (up to 4 days): Retention of 65% of the total reservation amount.

• Cancellations made within 72 hours prior to the start of the activity: Retention of 80% of the total reservation amount.

• Cancellations made within 48 hours prior to the activity, no-shows, or issues with air or sea transport: Retention of 100% of the total reservation amount.

• Cancellations due to force majeure: Our cancellation policy does not cover personal situations such as sudden illnesses or family emergencies. However, in cases of force majeure properly proven by documentation, Tripix Azores gives the client the option of a refund or the issuance of a voucher corresponding to the reserved activity, valid for 2 years.

• Rescheduling due to a no-show: Requires a new reservation with full payment.

• Mountain activity cancellations due to weather conditions: €8 per person will be retained for administrative costs.

7. Reservation Changes: Any changes to a reservation made through the Tripix Azores website must be made exclusively via email. This is essential to avoid duplicating bookings, which can occur when a new reservation request is made with the same data through the website. If the change request is not communicated by email, it may result in the payment of both reservations, without the right to a refund for the duplication. It is recommended that the client contact via email to ensure that all changes are duly registered and processed. Changes will only be considered valid after confirmation from Tripix Azores.

8. Acceptance of Terms and Conditions: When a reservation is paid for, confirmed, and completed, the client acknowledges and accepts the Terms and Conditions of our Cancellation Policy.

9. Payment Methods, Deadlines, and Refunds: We accept payments in cash, bank transfer (BT), credit card (CC), and PayPal (PP). Payment deadlines will be applied according to the detailed information on the invoices. Refunds are processed via bank transfer (BT) or credit card (CC) through the Easypay system. Credit card refunds may be subject to administrative and banking fees.

10. Capacity Limitations at Mount Pico Due to the limited number of available spots and the carrying capacity set by the competent authorities – Regional Government of the Azores / Regional Secretariat for the Environment and Climate Change and the Mountain House (160+40 people simultaneously and 320 people within a 24-hour period), during the high season (May to September), once the activity is confirmed and the reservation at the Mountain House is made by Tripix Azores to secure the participants’ spots, if the activity is canceled due to weather conditions, we inform that we may not be able to guarantee a new reservation on the days before or after the scheduled activity due to this limitation. We guarantee Tripix Azores’ full commitment to mitigating, in advance, any occurrence without penalizing the client. If a new reservation cannot be made, the amount paid can be transferred to an alternative activity, subject to availability, or if the client prefers, a refund can be requested, which will be paid as soon as possible within a maximum of 15 working days, considering the necessary adjustments.

11. Participation Requirements for Mount Pico Climb: To participate in the Mount Pico Climb, the participant must be in good physical condition, have motor coordination, and preferably have experience on steep trails. Tripix Azores informs that participants with a sedentary lifestyle may not undertake the Mount Pico Climb activity. For adults over 65 who are not accustomed to physical activity, Tripix Azores reserves the right to request a physical stress test and a medical certificate ensuring the necessary health conditions to engage in mountain hiking and other physical activities. Additionally, it is essential to inform Tripix Azores before confirming the reservation if any participant has: Physical restrictions or recent surgeries, especially in the lower limbs (knees and joints); Fear of heights; Mental restrictions; Heart problems, asthma, or respiratory sensitivity; Diabetes, pregnancy, or other health limitations.