GENERAL CONDITIONS
1. Object
1.1. These General Terms and Conditions are intended to establish the terms and conditions governing the provision of travel services organized by JPBT, Lda, a company headquartered at Rua Espinho Flor, 91, 2785-510 Cascais, registered with the Lisbon Commercial Registry, with the unique registration number and corporate entity number 514 992 964, and a share capital of ten thousand and five euros. Registered under number 7966 in the National Registry of Travel and Tourism Agencies (RNAVT), hereinafter referred to as the AGENCY or THE BOX, in addition to any Specific Conditions agreed upon between the Client and the AGENCY.
1.2. If present, the terms stated in the Specific Conditions prevail over those in these General Conditions, and any additional written stipulations specifically agreed between the Client and the AGENCY take precedence over both.
1.3. Services and products are offered to the Client under the terms and conditions expressed herein.
1.4. Information provided in the proposal/program is binding for the agency except when cumulatively:
The Program explicitly provides otherwise;
Changes made are insignificant;
The traveler is informed of the change in a durable medium.
1.5. THE BOX, S.A.'s business activity code is 79110 – Travel agency activities.
1.6. These general conditions comply with the provisions of Decree-Law 17/2018 of March 8.
1.7. The General Conditions pertaining to an Organized Trip or Linked Travel Service listed in this program, along with the corresponding standardized information forms and specific conditions in the travel documentation provided to the Traveler at the time of booking, constitute the travel contract binding both parties.
1.8. By contracting with the AGENCY, the Client acknowledges and accepts all established terms and conditions, additionally declaring their express understanding of all documents referenced in 1.7.
2. Registrations
2.1. Upon registration and booking, the client must pay 100% of the total service cost.
2.2. If the trip results from a combined program of a tour operator and does not stem from automatic booking processes, a 25% payment of the trip price must be made, with the remaining 75% paid up to 21 days before the start of the trip.
2.3. Exceptions occur when suppliers impose different payment conditions than those above, regardless of advance booking time; in these cases, supplier conditions take precedence as specific conditions. If applicable, the AGENCY will inform the Client of the amount due upon receipt of this information. It is the Client's responsibility to ensure timely payment to secure the reservation.
2.4. The AGENCY reserves the right to cancel any registration if payment is not made under the conditions outlined above.
2.5. Bookings are subject to supplier confirmation of all services.
2.6. Transaction prices and currencies are restricted to the Euro (€).
3. Special Conditions for Children
Due to the variety of conditions applied to children (destination and supplier), it is recommended to inquire about any special conditions applicable to the trip in question.
4. Reservation of Standalone Services
4.1. Flight Reservation
4.1.1. The AGENCY offers on its website the ability to make flight reservations using a global reservation system, and is responsible for such reservations in accordance with the law.
4.1.2. Responsibility for information regarding availability, schedules, equipment type, layovers, and airports lies solely with the airlines.
4.1.3. The client must, before boarding, reconfirm the flight time(s) to be used with the airline or through the support line. The AGENCY is not responsible for schedule changes made by the airlines.
4.1.4. Departure and arrival times are indicated in the local time of the respective country and according to the airline’s schedules.
4.1.5. The price information displayed as a result of the search is based on the availability of flights at that moment for at least one passenger.
4.1.6. In cases with more than one passenger and if it is not possible to confirm the quoted fare, the client will be informed by email by the AGENCY that they will be contacted by the services.
4.1.7. Prices displayed may not include additional services such as in-flight meals, baggage, check-in, etc. If information is not available at the time of booking, the client should contact the support line.
4.1.8. To reduce travel costs for the client, the AGENCY may offer travel solutions that involve issuing multiple tickets.
4.1.9. The fares used are generally restrictive and non-refundable; this information is provided prior to booking.
4.1.10. Reservations are made through the AGENCY's website, with a phone support line and web chat service available.
4.1.11. Some airlines operate with code-sharing systems for certain destinations, so the flight may be operated by another carrier.
4.1.12. The issuance of travel documents constitutes a contract with the carriers, and passengers are subject to the specific conditions of carriage included in the issued document.
4.2. Accommodation Reservation
4.2.1. The AGENCY provides the ability to make hotel reservations via its website, using reservation systems and/or direct contracting.
4.2.2. Responsibility for information regarding the availability and prices of accommodations lies with the suppliers.
4.2.3. Rates shown are dynamic and may change if the reservation is not made immediately.
4.2.4. Available accommodation types are provided by the service providers. Special requests will be forwarded to the provider but cannot be guaranteed by the AGENCY.
4.2.5. After the reservation, payment, and confirmation of the selected stay, the AGENCY will issue a voucher that will be sent to the client via email, which must be presented at check-in.
4.2.6. Reservation confirmation through the AGENCY's website is communicated to the supplier according to contractual terms and may not be immediate, especially for non-same-day reservations.
4.2.7. Hotel units provide descriptions of their facilities and services and are solely responsible for the information provided.
4.2.8. The category, classification, and denomination of accommodations are defined by the host country and may differ from those in Portugal. The list of hotels and apartments is indicative, as is their category. The following specific rules apply to accommodation:
i) Apartments: It is entirely the client's responsibility to provide the number of people (adults and children) who will occupy the apartment. If more people than reserved arrive, accommodation staff may refuse entry or charge any price difference directly to the client.
ii) Hotels: Prices shown are per room or per reservation. Not all hotels have triple rooms, and an extra bed may be placed in a double room, which may not match the same quality and comfort. Where rooms are equipped with two double beds, the triple arrangement usually consists of just those two beds.
4.2.9. Hours: As an indicative rule, rooms can generally be used from 2 pm on the day of arrival and must be vacated before 12 pm on the day of departure. For apartments, check-in is generally at 5 pm on arrival day, and check-out is before 10 am on departure day. Key collection is usually within regular office hours, at reception, or at a location indicated by the AGENCY.
4.2.10. For stays with half-board or full-board, meals that coincide with flight times, transport to/from the airport, and waiting for flight connections are not included. For hotel arrivals after 7 pm, the first meal service will be breakfast the next day. On the last day, and unless late check-out is available, the last hotel service will be breakfast.
4.2.11. Unless otherwise stated, beverages are not included in full-board or half-board plans.
4.2.12. Any specific request from the client regarding meals is always subject to supplier confirmation and may involve a surcharge.
4.3. Car Rental
4.3.1. The AGENCY acts solely as an intermediary for car rental services, directing rental requests directly to a business partner that aggregates multiple suppliers of this service.
4.3.2. Information regarding price, vehicle type, pick-up location, and other rental details is the responsibility of the selected supplier.
4.3.3. By accepting the reservation, the client is subject to the rental service conditions of the contracted company.
4.3.4. Payment for the rental is made directly to the service provider.
4.3.5. The AGENCY's website only facilitates the reservation process.
4.3.6. The AGENCY is not responsible for any non-compliance by the supplier.
4.4. Activities (Excursions, Tours, Transfers, and Other Services)
4.4.1. The AGENCY acts solely as an intermediary in the reservation of activities, directing booking requests directly to a business partner that aggregates multiple suppliers of this service.
4.4.2. Price information and other details regarding activity reservations are the responsibility of the selected supplier.
4.4.3. By accepting the reservation, the client is subject to the service provision conditions of the activities company.
4.4.4. Payment for the activity is made directly to the service provider.
4.4.5. The AGENCY's website only facilitates the reservation process.
4.4.6. The AGENCY is not responsible for any non-compliance by the supplier.
4.5. Other Services
4.5.1. The AGENCY offers a variety of products on its website that can be reserved automatically and independently or through the support line.
4.5.2. Requests for services without automatic confirmation are processed centrally and replied to by email to clients.
4.5.3. Requested services are subject to availability by the respective suppliers and are not considered reserved until confirmation is obtained from the service provider, with the price subject to confirmation at that time. This is notwithstanding price changes if these services are part of an organized trip.
4.5.4. Client acceptance of the proposal must be in writing and entails payment of the registration fee as outlined in section 2.
5. Information under Law No. 144/2015 of September 8
In accordance with Law No. 144/2015 of September 8, we inform the Client that they may seek resolution through the following Consumer Alternative Dispute Resolution Entities:
i) Customer Ombudsman for Travel and Tourism Agencies at www.provedorapavt.com;
ii) Arbitration Commission for Turismo de Portugal at www.turismodeportugal.pt.
6. Complaints
6.1 Any non-compliance in the execution of a travel service included in the organized travel contract must be reported to the organizing or retail travel agency in writing or by other appropriate means as soon as the non-compliance occurs, i.e., without undue delay.
6.2 The right to make complaints for price reduction or compensation due to non-conformity of travel services included in the organized trip expires after two years.
6.3 In case of a complaint due to non-compliance with contracted services, the client may activate the Travel and Tourism Guarantee Fund by submitting the respective complaint to the following entities within the specified timeframes:
i) The Customer Ombudsman, as THE BOX is a member of the Customer Ombudsman for Travel and Tourism Agencies at www.provedorapavt.com. To use this service, the complaint must be submitted in writing within 20 business days after the end of the services. Agencies are bound to comply with any decision issued by this entity.
ii) Turismo de Portugal, I.P. at www.turismodeportugal.pt within 60 days after: (i) the end of the trip; (ii) trip cancellation attributable to the AGENCY; (iii) the date of knowledge of the impossibility of realization due to a reason attributable to the AGENCY; (iv) closure of the establishment.
7. Baggage
7.1 The AGENCY is responsible for baggage under the terms of the law.
7.2 The client must file a claim with the service provider at the time of baggage loss, deterioration, or destruction.
7.3 For international transportation, in the event of baggage damage, the claim must be made in writing to the carrier immediately upon discovery of the damage and no later than 7 days after delivery. In the case of delayed baggage delivery, the claim must be made within 21 days from the delivery date.
7.4 The filing of such a claim is provided for in International Conventions and is essential for activating the AGENCY's liability toward the service provider.
8. Limits
8.1 The AGENCY's liability shall be limited to the maximum amount enforceable by the service providers, as provided in the Montreal Convention of May 28, 1999, on International Air Transport, and the Berne Convention of 1961, on Railway Transport.
8.2 For maritime transportation, the liability of travel and tourism agencies to their clients for transportation or accommodation services provided by maritime transport companies, in cases of damage resulting from intent or negligence, shall have the following limits:
a) €441,436 in the event of death or bodily injury;
b) €7,881 in the case of total or partial baggage loss or damage;
c) €31,424 in the case of loss of a motor vehicle, including baggage contained within;
d) €10,375 in the case of lost baggage, whether accompanied or not, contained within a motor vehicle;
e) €1,097 for baggage damage resulting from damage to the motor vehicle.
8.3 When applicable, the liability of travel and tourism agencies for the deterioration, destruction, or theft of luggage or other items in tourist accommodation establishments, while the client is staying there, has the following limits:
a) €1,397 overall;
b) €449 per item;
c) The amount declared by the client for items entrusted to the accommodation establishment’s safekeeping.
8.4 The AGENCY's liability for non-bodily damages may be contractually limited to an amount corresponding to three times the price of the service sold.
9. Reservation and Modification Fees
9.1. Each service booked through the website is subject to a service fee, which will be disclosed during the process and before completing the reservation request. 9.2. By making a reservation, the client accepts these stated fees. 9.3. In some cases, bank statements for the card used may show charges made by the AGENCY and by service providers directly. 9.4. This occurs because, for certain services, the client is redirected to the service provider’s website, with payment made directly to the supplier and service fees to the AGENCY. 9.5. In the case of flights, airport fees are itemized separately from the airfare cost. 9.6. Modification Fees: For each change (names, dates, apartment/room type, travel, etc.): €35. Acceptance of such changes depends on approval by the respective suppliers. 9.7. In some destinations, there are local airport, entry, and exit fees to be paid locally, which will be disclosed before booking. 9.8. Some cities charge a tourism tax, which will be indicated before booking. Usually, this amount is not included in the accommodation price and must be paid locally.
10. Documentation
10.1. The client must have their personal or family documentation in order (ID card, military documentation, minors' authorization, visas, vaccination certificates, and any other required documents). The AGENCY is not responsible for any visa refusal or denial of entry to the client in a foreign country; all costs incurred from such situations are the client’s responsibility. 10.2. Travel within the European Union: i) Clients (regardless of age) traveling within the EU must have appropriate identification (passport, ID, Citizen’s Card); ii) To obtain medical assistance, they must have the European Health Insurance Card; iii) Non-EU nationals should check specific documentation requirements for travel with their respective embassies/consulates. 10.3. Travel outside the European Union: i) Clients (regardless of age) traveling outside the EU must have appropriate identification (passport) and, if necessary, a visa (information available from the AGENCY when booking); ii) Non-EU nationals should check specific documentation requirements for travel with their respective embassies/consulates. 10.4. Minors traveling with their parents or authorized adults must have their identification (ID card or passport). When traveling with a passport, they must also carry an ID card. 10.5. Some countries requiring a passport mandate that it be valid for more than six months after the departure date from the destination country.
11. Changes by the Client
11.1. If allowed by the travel providers, clients may transfer their booking to another trip, the same trip on a different date, or make other changes, subject to the applicable fee as specified in 9.6. 11.2. However, changes made within 21 days or less of departure, or if service providers do not accept the change, are subject to the costs outlined in the “withdrawal (cancellation)” section. 11.3. Once the trip has started, any request to alter contracted services due to reasons not attributable to the AGENCY (e.g., extended stay, flight changes) may result in additional costs that differ from those in the brochure used for booking.
12. Transfer of Reservation
12.1. The client may transfer their reservation to another person meeting the travel requirements, provided they notify the AGENCY at least seven days in advance. 12.2. The transferor and transferee are jointly responsible for any outstanding balance, fees, or additional charges resulting from the transfer, which will be specified by the Travel Agency.
13. Changes by the AGENCY
13.1. If, before the start of an organized trip: i) The AGENCY is required to change a main feature of the travel services; ii) Or cannot meet special requests made by the Traveler; iii) Or proposes a price increase exceeding 8%; The traveler may, within four days: a) Accept the proposed change; b) Terminate the contract without penalty, with a full refund; c) Accept an alternative organized trip proposed by the agency, with a refund for any price difference if applicable. 13.2. Failure to respond within the specified period will imply tacit acceptance of the proposed change.
14. Program Cancellations by the AGENCY
14.1. If the trip requires a minimum number of participants, the AGENCY reserves the right to cancel if this minimum is not met. The client will be notified in writing within: a) 20 days before for trips lasting over six days; b) 7 days before for trips lasting two to six days; c) 48 hours before for trips lasting less than two days. 14.2. The AGENCY may also terminate the contract if unforeseen and exceptional circumstances prevent the trip. 14.3. Termination by the AGENCY gives the traveler the right to a full refund within 14 days.
15. Price Adjustment (Organized Trips)
15.1. Prices are based on service costs and exchange rates at publication, and are subject to adjustments due to transportation, fuel costs, taxes, or currency fluctuations until 20 days before departure. 15.2. If a price increase exceeds 8%, the provisions in clause 13 apply. 15.3. In case of a price reduction, the AGENCY reserves the right to deduct administrative expenses from the refund, justifying these at the traveler's request.
16. Refunds
No refund will be given for unused services due to the client’s actions or for force majeure, except where suppliers provide refunds. Services not provided due to the AGENCY’s fault entitle the client to a refund of the difference between anticipated and actual service costs.
17. Withdrawal (Cancellation)
17.1. The Client or any companions may cancel the trip at any time. 17.2. This cancellation obliges the client to pay all charges resulting from contract fulfillment up to cancellation, minus service reallocation and cost savings. 17.3. Where applicable, the client will be refunded the difference after deducting cancellation fees, within 14 days. 17.4. The traveler may also cancel without penalty if unforeseen and exceptional circumstances occur at the destination affecting the trip or passenger transport. This entitles the traveler only to a full refund of paid amounts.
18. Responsibility
18.1. The AGENCY is responsible for the correct execution of all travel services within the contract. 18.2. For organized trips, the AGENCY is responsible to Travelers, even if services are provided by third parties. 18.3. Organizing travel agencies are jointly liable with retail agencies for organized trips. 18.4. For other travel services, the AGENCY ensures correct issuance of accommodation and transportation documents. 18.5. Agencies acting as intermediaries in standalone travel service sales or bookings are liable for issuance errors, including those due to technical system failures.
19. Assistance
19.1. If the traveler encounters difficulties or cannot complete an organized trip for reasons beyond their control, the AGENCY will provide assistance with: a) Health services, local authorities, and consular information; b) Communication and alternative travel arrangements. 19.2. If the traveler caused the difficulty by intent or negligence, the AGENCY may charge fees for assistance costs. 19.3. Due to unavoidable circumstances, if the traveler cannot return, the organizing AGENCY is responsible for necessary accommodation costs, up to three nights per traveler, unless otherwise applicable.
20. Insolvency
In case of the AGENCY’s insolvency, the traveler may seek assistance from the Travel and Tourism Guarantee Fund via Turismo de Portugal I.P.
21. Insurance
21.1. The AGENCY’s liability is covered by civil liability insurance with Fidelidade Mundial under policy no. RC82731629 for €75,000. 21.2. The agency offers additional insurance for assistance and cancellation costs as applicable to the trip.
22. Payment Methods
22.1. The AGENCY’s website offers the following payment methods:
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Bank transfer
23. Governing Law and Jurisdiction
Portuguese law applies to all disputes regarding these General Conditions.
24. Amendments to the General Conditions
The AGENCY reserves the right to amend these General Conditions at any time, notifying the client before confirming a reservation.
25. Miscellaneous Provisions
If any part of these General Conditions is found to be invalid, the remaining provisions will continue in effect, unless it’s clear the parties would not have agreed to the service otherwise.
General Information
Arrival or Departure Times
The departure and arrival times are indicated in the local time of the respective country and according to the schedules of the respective airlines at the time of booking; therefore, they may be subject to change. For trips that include bus transport, the indicated times are approximate.
Meals
Unless stated otherwise, beverages are not included in the lunches or dinners provided in the respective travel programs (full board and/or half board). Any specific requests from the Client regarding meals are always subject to the supplier's confirmation and may incur an additional charge. In organized trips under half board or full board, meals that coincide with flight times or transport to and from the airport with waiting for flight connections are not included. For arrivals at the hotel after 7 PM, the first meal service will be breakfast the following day. On the last day, unless a late check-out is possible, the last service at the hotel will also be breakfast.
Check-in and Check-out Times
The check-in and check-out times on the first and last day will be defined based on the first and last service. In general, and without binding character, rooms can be used from 2 PM on the day of arrival and must be vacated by 12 PM on the day of departure. In apartments, check-in typically occurs around 5 PM on the day of arrival, and they must be vacated by 10 AM on the day of departure.