Booking Policy

Effective date: 13/03/2026
Last updated: 13/03/2026

This Booking Policy applies to all services booked through Azores Group, operated by TRÉGUA LUXURIANTE – UNIPESSOAL LDA.

By making a booking you confirm you have read and accepted this policy.

1. Company Information

Legal entity: TRÉGUA LUXURIANTE – UNIPESSOAL LDA
Brand: Azores Group
NIPC: 519144929

Registered address:
Rua João Melo Abreu nº16
9500-316 Ponta Delgada
São Miguel – Azores – Portugal

Contact email: stan@azores.group

2. Our Role

Azores Group may operate as:

• Service provider
• Booking intermediary
• Marketing platform
• Destination management company

Some services are operated directly by Azores Group while others are operated by independent third-party providers.

When acting as intermediary, Azores Group is responsible for:

• Managing the booking
• Customer communication
• Payment processing

The operational delivery of the service remains the responsibility of the activity provider.

3. Booking Process

A booking is considered confirmed only when:

• Payment is completed, or
• A deposit is received (when applicable), and
• Confirmation email is issued.

Customers must verify:

• Dates
• Participant numbers
• Meeting points
• Service details

Errors must be reported within 24 hours.

4. Payment Terms

Depending on the service booked:

Full payment may be required at booking.

Or:

A deposit may be required with remaining balance paid:

• Before arrival
• On arrival
• Directly to the provider

Failure to complete payments may result in cancellation.

Prices are shown in Euros unless stated otherwise.

Azores Group reserves the right to correct pricing errors.

5. Cancellation Policy

Cancellation terms may vary depending on the activity provider.

Unless otherwise specified, the following standard conditions apply:

More than 7 days before service:
Full refund (minus transaction fees if applicable)

3–7 days before service:
Partial refund may apply (typically 50%)

Less than 72 hours:
Non-refundable

Less than 24 hours:
Non-refundable

No-show:
No refund.

Some services may be strictly non-refundable including:

• Private tours
• Custom packages
• Group reservations
• Accommodation blocks
• Special event bookings

Specific cancellation terms shown at booking always override general policy.

6. Weather Conditions

Many Azores activities depend on weather and sea conditions.

If an activity is cancelled due to weather:

Customers may choose:

• Rescheduling
• Alternative activity
• Credit voucher
• Refund if provider authorises

If customer refuses reasonable alternatives, refund may not apply.

Weather decisions are made by the operator for safety reasons.

7. Customer Cancellation Requests

Cancellation requests must be sent via:

Email: stan@azores.group

Cancellation is only valid once confirmed in writing.

Refund timelines:

5–14 business days after approval.

Bank or payment processing delays may occur.

Transaction fees may not be refundable.

8. Changes by Customer

Changes may include:

• Date changes
• Participant changes
• Service upgrades

Changes depend on availability and partner approval.

Azores Group cannot guarantee changes.

Last-minute changes may not be possible.

9. Changes by Azores Group or Providers

We reserve the right to change:

• Schedules
• Routes
• Providers
• Equipment
• Meeting points

When necessary due to:

• Weather
• Safety
• Operational needs
• Availability
• Force majeure

Equivalent alternatives will be provided whenever possible.

10. No-Show Policy

Failure to:

• Arrive on time
• Attend meeting point
• Respond to provider contact

Will be considered a no-show.

No-shows are non-refundable.

Late arrivals may be refused by providers.

11. Customer Responsibilities

Customers must:

• Arrive 10–15 minutes early
• Follow safety instructions
• Respect guides and staff
• Respect other participants
• Follow local laws

Participation may be refused if behaviour:

• Creates safety risks
• Is disruptive
• Is intoxicated
• Is aggressive

No refund will be given in these cases.

12. Health Requirements

Customers must inform us of:

• Medical conditions
• Mobility issues
• Pregnancy
• Food restrictions

Certain activities may not be suitable for:

• Pregnant travellers
• People with back problems
• Heart conditions
• Reduced mobility

Customers participate at their own responsibility unless negligence is proven.

13. Travel Insurance

We strongly recommend:

• Travel insurance
• Medical insurance
• Activity coverage

Azores Group is not responsible for personal incidents beyond legal obligations.

14. Accommodation Bookings

When accommodation is booked:

• Specific units may not always be guaranteed
• Equivalent properties may be provided
• Check-in rules must be respected
• Guest behaviour rules apply

Customers are responsible for:

• Property damages
• Missing items
• Rule violations

Security deposits may apply.

15. Partner Responsibility Disclaimer

When services are operated by third parties:

They are responsible for:

• Safety
• Insurance
• Licences
• Operational delivery

Azores Group cannot be liable for:

• Operational incidents
• Equipment failures
• Provider delays
• Third-party negligence

We only work with reputable providers.

16. Refund Limitations

Refunds cannot be issued for:

• Weather discomfort
• Personal schedule changes
• Flight delays
• Seasickness
• Fear of participation
• Failure to read requirements

Refunds are only issued according to policy terms.

17. Force Majeure

We are not responsible for disruptions caused by:

• Extreme weather
• Natural disasters
• Government restrictions
• Pandemics
• Airport disruptions
• Strikes
• Safety events

Solutions may include:

• Rescheduling
• Alternative services
• Credit vouchers

Refunds depend on provider conditions.

18. Fraud Prevention

Azores Group reserves the right to cancel bookings suspected of:

• Fraud
• Payment disputes
• False information

Refunds may be refused in fraudulent situations.

19. Disputes

Customers agree to contact Azores Group first to resolve disputes.

Chargebacks without prior contact may result in:

• Permanent booking restrictions
• Legal recovery actions

We aim to resolve issues fairly and quickly.

20. Acceptance

By booking with Azores Group you confirm:

• You read this policy
• You accept cancellation terms
• You understand our intermediary role
• You accept provider conditions

Contact

Azores Group
TRÉGUA LUXURIANTE – UNIPESSOAL LDA

Rua João Melo Abreu nº16
9500-316 Ponta Delgada
São Miguel – Azores – Portugal

Email: stan@azores.group