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 (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 (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 activity packages, a 5% discount on the adult price applies.

• 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: The reservation will be confirmed upon advance payment, but it will only be considered complete after the receipt of the personal data of each participant: first and last name, date of birth, ID card or passport number, nationality, weight and height, and phone contact. Failure to submit this information in a timely manner, which is necessary to ensure 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 held liable for this. In such cases, there will be no refund of the amount paid. If the reservation is made through our website and payment is not made, or if the payment is made very late, the reservation will not be considered valid.

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 30 days in advance: 100% refund of the amount paid;

• Cancellations made less than 30 days in advance: Retention of 50% of the total reservation value;

• 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 by cash, bank transfer (TB), credit card (CC), Paypal, Multibanco (for Portuguese debit cards), and MBWay (for Portuguese contacts). Payment deadlines will be applied as detailed in the invoices. Refunds are processed via bank transfer (TB) or credit card (CC) through the Easypay system. Refunds processed by credit card 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.

Attention: Participants must not have gone diving within the 24 hours prior to the Mount Pico climb. The omission of any relevant information is the sole responsibility of the participant, and Tripix Azores reserves the right to refuse participation without refund or liability for any issues that may occur during or after the activity.

12. Responsibility and Equipment Requirements for the Mount Pico Climb: Tripix Azores informs that it is the customer’s responsibility to follow the information provided in the informational PDF about the Mount Pico climb. It is essential that each participant uses appropriate and well-maintained equipment, including hiking or mountain boots, and brings food and hydration for the activity. Tripix Azores recommends not using old or deteriorated equipment, as participation may be denied if the equipment guidelines are not followed. If the participant does not have the mandatory equipment, 100% of the activity cost will be charged, and Tripix Azores will not be responsible for any refund.

13. Participation Requirements for Bike, Hike, Cave, and SUP Activities: To participate in activities such as Bike, Hike, Cave, and SUP, participants must be in good physical condition and have motor coordination, specifically:

• For the Bike activity, it is mandatory to be over 1.40m in height;

• For the SUP activity, it is mandatory to know how to swim;

• For the Cave activity, it is mandatory not to suffer from claustrophobia.

Tripix Azores informs that participants with a sedentary lifestyle should not undertake physically demanding activities. For adults over 65 years old who are not accustomed to physical activity, Tripix Azores reserves the right to request a physical stress test and a medical certificate confirming the necessary health conditions to undertake mountaineering and other physical activities. Additionally, it is essential to inform Tripix Azores before confirming the booking if any participant has: Physical restrictions or recent surgeries, especially in the lower limbs (knees and joints); Mental restrictions; Heart problems, asthma, or respiratory sensitivities; Diabetes, pregnancy, or other health limitations.

Attention: The omission of any relevant information is the sole responsibility of the participant, and Tripix Azores reserves the right to refuse participation without refund or liability for any issues occurring during or after the activity. For any situation, we always recommend prior physical and mental preparation.

14. Participation Requirements for Whale Watching and Swimming/Interaction with Dolphins Activities: The participant acknowledges and accepts that there are risks associated with whale watching and swimming/interaction with dolphins due to their connection with the marine environment, marine life, and weather conditions. For adults over 80 years old, with back and neck problems, or other medical conditions that may put them at risk during this activity (e.g., osteoporosis), or those suffering from obesity, we ask that you inform Tripix Azores to better understand the situation. Pregnant women will not be allowed to participate in this activity.

15. Exclusion Due to Physical Condition:

• Mount Pico Climb: After the first 30 minutes and up to a maximum of 1 hour of activity, if it is determined that the participant does not have the necessary physical preparation and motor coordination to safely and timely complete the activity, it will be the guide’s decision to exclude the participant from the group to ensure their physical and mental safety and well-being, without compromising the group context of the activity with a high physical and mental demand. In this case, as in the case of withdrawal at any other time, 100% of the activity cost will be charged.

• Hike, Cave, and SUP: If it is determined at the beginning of the activity that the participant does not have the necessary physical preparation and motor coordination to safely and timely complete the activity, it will be the guide’s decision to exclude the participant from the group to ensure their physical and mental safety and well-being, without compromising the group context of the activity with a high physical and mental demand. In this case, as in the case of withdrawal at any other time, 100% of the activity cost will be charged.

16. Meeting Point for Mount Pico Climb: The meeting point for the Mount Pico Climb is directly at the Mountain House at a time to be arranged. Upon prior request, availability, and for an additional fee, transfer can be arranged from the village of Madalena at the Tripix Store, located in front of the Madalena Maritime Terminal, at a time to be arranged.

17. Meeting Point for Tours and Other Activities: The meeting point will always be communicated by the day before the activity. The meeting point for Tours and other activities is in the village of Madalena, at the Tripix Store, located in front of the Madalena Maritime Terminal, at a time to be arranged. The exception is for Faial or São Jorge Tours, where the meeting point is at the respective Passenger Maritime Terminals in Horta or Velas, or at the accommodations upon prior request, subject to availability and an additional fee. Please note that ferry tickets for the Faial or São Jorge Tours are not included.

18. Activity Schedules: The activity times listed on the Tripix Azores website are indicative only, as they vary depending on the time of year, specifically based on sunrise and/or sunset times, as well as other factors external to Tripix Azores, such as weather conditions, maritime and/or air transport schedules, government restrictions, etc. The exact time and meeting point for activities will always be confirmed via email by the day before the activity.

• For the Daytime and Nighttime Mount Pico climbs, participants should arrive at least 15 minutes before the scheduled start time of their climb. The activity will begin no later than 30 minutes after the meeting point time at Mountain House;

• For the Overnight Mount Pico climb, participants should arrive at least 30 minutes before the scheduled start time of their climb. The activity will begin no later than 1 hour after the meeting point time at Mountain House;

• For other activities, participants should be at the meeting point at least 10 minutes before the scheduled start time of their experience. A 15-minute grace period applies after the scheduled start time, after which the participant will be considered a No-Show and will be subject to the established conditions.

19. Equipment Rental: The equipment rentals offered by Tripix Azores are accompanied by specific contracts that outline the terms of use, responsibilities, and obligations of the client. It is important for the client to read and understand the contract terms before proceeding with the equipment rental. The contracts will include information on:

• The duration of the rental;

• Return conditions;

• Responsibilities in case of damage or loss of equipment;

• Any applicable fees for late returns. Failure to comply with the rental contract terms may result in penalties, as stipulated in the document.

As part of the cancellation policy and responsibility for equipment rentals, Tripix Azores reserves the right to charge additional fees in the event of last-minute rental cancellations or if the equipment is not returned in the agreed-upon condition. In case of damage, loss, or late returns, a fee will be applied according to the rental contract.

20. Insurance Coverage: All our activities include personal accident insurance, covering medical expenses and other costs in case of injury or unforeseen events during participation. However, we recommend that participants also consider purchasing additional travel insurance for more comprehensive coverage if needed.

21. Emergency Instructions: In emergency situations during any activity with Tripix Azores, we recommend that you follow the instructions of your guide or activity leader. However, if you require additional assistance or if an emergency occurs beyond immediate control, please use the following emergency contacts:

• Medical Emergency and other emergency situations (including fires, severe accidents, or any event that endangers the population): 112

• Madalena Volunteer Firefighters: 292 628 300

• Madalena Public Security Police: 292 628 300

• These numbers are available 24 hours a day and should only be used in emergency situations.

22. COVID-19 and Other Pandemics: In cases of travel restrictions or government-imposed measures due to pandemics such as COVID-19, Tripix Azores offers flexibility to its clients. If the booked activity is affected by such restrictions, we offer the option to reschedule at no extra cost, receive a voucher valid for 2 years, or, depending on the case, a partial refund. Supporting documentation, such as a positive test or government orders, may be requested to validate the cancellation request. In situations where there are no official restrictions but the client opts to cancel as a precaution, our standard cancellation policy applies.