General Terms and Conditions

Proactivetur is a tourist entertainment company and travel agency specialising in nature tourism services, whose relationship with the customer is governed by the conditions described below. By purchasing the tourism services described on this site, the customer is deemed to be aware of and accept these conditions.

Organisation

Proactivetur, Unipessoal, LDA., with its head office at Rua de Portugal, nº35B, 8100-554, Loulé, VAT no. 509 525 601 and the following general contact details: mail@proactivetur.pt, is responsible for organising and operating the programmes and activities on the site. The company is duly licensed by Turismo de Portugal, with tourist entertainment licence no. 160/2011 of 24 May, and as a Travel Agency/Tour Operator with registration no. 6213.  

Scope

The activities presented on the Proactivetur website fall into the following categories:

  • Half-day, full-day or multi-day walks;

  • Birdwatching trips of half a day, a full day or several days;

  • Interpretation trips to the region's natural and cultural heritage of varying lengths

  • Creative tourism workshops on the region's traditional arts;

  • Community tourism activities, in groups, of various durations;

  • Multi-day hiking trips in Baixo Alentejo, Alentejo Litoral, Algarve and Cape Verde, with accommodation, catering, ground transport and guide services included (these programmes do not include air transport and associated expenses).

Registration and payment

  • Enrolment in the activities included on this site requires a prior request for information by email (mail@proactivetur.pt). This presupposes the customer's agreement to the General Conditions and the specifics of the activity.

  • After submitting the request for information, the customer will receive a reply with all the information about the activity

  • Enrolment in the desired activity will only be fully confirmed once the booking has been paid for. This should take place

    within 48 hours of sending the booking, for all activities lasting ½ or 1 day

    For programmes lasting more than 1 day, registration will only be confirmed if the specific conditions indicated in the respective programmes are met.

  • Payments can be made by bank transfer, using the IBAN indicated on the registration form, cash or cheque at Proactivetur's head office.

  • In the case of payment by bank transfer, the booking must be validated by sending proof to the email address mail@proactivetur.pt.

  • If the booking is made less than 24 hours before the start of the activity, payment must be made by 5pm on the last working day before the activity.

  • The organising agency reserves the right to cancel any booking where payment has not been made under the above conditions.

Cancellations

When there are unrelated reasons for doing so, the agency may cancel, terminate or alter activities or programmes, always informing the client of such changes in good time. In all these cases, the client will always be entitled to a full refund.

Proactivetur reserves the right to cancel activities when:

  • The minimum number of participants required for each activity has not been reached

  • There are adverse weather conditions preventing the activity from taking place

  • Force majeure situations occur, duly justified, that make it impossible to carry out the activity properly (See also "Cancellation policy for situations not attributable to Proactivetur that result in a change of social order due to wars, pandemics, natural disasters or changes to the regime in force decreed by the Rule of Law").

Withdrawals

In the event of withdrawal and cancellation of the booking by the client, the following conditions apply:

  • In the case of cancellation of activities lasting 1/2 day or 1 day, the customer will receive a full refund of the booking payment if the cancellation is made up to 48 hours before the start of the activity.

  • For activities lasting longer than 1 day, cancellation must be made no later than 21 days before the start of the activity, otherwise the client will incur payment of expenses already incurred, or total loss of the amount paid, in the following proportions

    50% of the total amount of the programme - between 21 and 7 days before the start date;

    90% of the total amount of the programme - between 7 and 2 days before the start of the tour;

    100% of the amount of the programme - cancellations within 48 hours before the start of the programme;

  • Non-attendance by the client at the place, day and time pre-established for the start of the activity is considered a cancellation and results in the total loss of the payment made, with no claims being made.

  • For all intents and purposes, a "no-show" is considered to be a delay of 15 minutes or more beyond the start time of the activity.

Changes

If the customer registered for a particular activity wishes to change their registration to another activity or to a different date, they may do so provided that:

  • Notifies Proactivetur 72 hours in advance of the activity.

  • It is possible for the activity to take place

  • If there are extra costs arising from the change, it is up to the client to bear them.

The organising agency is allowed to change the order of activities, routes and departure times, as long as there are clear reasons and justifications for doing so.

Prices

  • The prices quoted for the activities are based on the cost of the services, insurance and other specific expenses (e.g. museum entrance fees, eco-taxes).

  • Prices may change according to the time of year, especially those involving accommodation.

  • Activities do not include meals and transport to the meeting point in their prices, except where this is explicitly stated in the activity description;

  • All prices include Value Added Tax at the rate in force.

Conditions for children

Customers wishing to take children up to the age of 12 to the activities shown on this website should always request additional information on the conditions for these, as a compleme

Special Conditions

When making a booking, the client guarantees that they are in full health to carry out the activity, so as not to jeopardise their safety or the comfort of other participants in the activity.

In the event of special needs, those interested should contact Proactivetur beforehand to find out if the activities and associated services are suitable for people with specific requirements or reduced mobility.

Responsibility

Proactivetur's activity is duly certified by Turismo de Portugal, I.P., with the following licences:

  • Travel Agency (National Register of Travel and Tourism Agents no. 6213)

  • Tourist Entertainment Company (National Register of Tourist Entertainment Agents no. 160/2011 of 24 May)

Proactivetur's operation is duly insured under the following policies and guarantees:

  • Policy 95/251991, with a guaranteed amount of €75,000.00 (Travel Agency)

  • Travel and Tourism Guarantee Fund in the amount of €2,500.00

  • Civil Liability Insurance (Policy no.: 095/00213925; guaranteed amount 50,000.00)

  • Personal Accident Insurance (Policy no. 1000105890; guaranteed amount €20,000.00)

Proactivetur is also licensed by the Institute for Nature Conservation and Forests to operate in the following protected areas:

- Ria Formosa Natural Park

- Castro Marim and Vila Real de Sta. António Marshland Nature Reserve

- Southwest Alentejo and Vicentine Coast Nature Park

- Guadiana Valley Nature Park

- Fonte da Benémola and Rocha da Pena Local Protected Areas

Complaints

Complaints can only be considered if they are submitted in writing to Proactivetur within 30 days of the end of the service.

In the event of a claim for non-compliance with the contracted services, the client may activate the Travel and Tourism Guarantee Fund provided for under the terms of Decree-Law 61/2011 of 6th May in its current wording, and must submit the respective claim to Turismo de Portugal I.P. at www.turismodeportugal.pt within 30 days of:

  • the end of the trip;

  • the cancellation of the trip attributable to the agency; (iii) the date of knowledge of the impossibility of the trip due to a fact attributable to the agency; (iv) the closure of the establishment.

  • At any of the organisations listed on the Direcção Geral do Consumidor website at http://www.consumidor.pt

Other information

All the content of the Proactivetur website (texts, photographs and information) is the property of the organisation and is protected by copyright. It may not be used without prior authorisation from the organisation. Images taken during activities carried out by Proactivetur may be used to publicise its services.