1. Use of the platform winenroute.pt
Any person who accesses, browses, and uses the winenroute.pt site, is considered a user who acknowledges and consents that they have read, understood, and agreed to the following terms and conditions:
Bookings for services included on this website shall be governed, not only by these terms and conditions, but also by the specific conditions established by each economic agent of the participating sector (hereinafter referred to as "Partner"), which will be available throughout the booking process.
These terms and conditions may be amended at any time and shall apply to all our services available online, by email, by telephone, by chat or through social media. You should review this page regularly to ensure you are familiar with the latest version. The terms and conditions are translated into other languages, but in case of conflict, the Portuguese version prevails.
It is strictly forbidden to use the platform for illegal purposes, including its modification, reproduction, copying or distribution.
2. Scope of our services
The winenroute.pt site represents a new concept of promotion and sale of services and products to the public, taking advantage of the best that our partners can offer, which correspond to the quality levels established by the standards of WINENROUTE EVENTS & TOURISM, LDA (hereinafter referred to as "WINEnROUTE").
This site provides an online technological tool from which partners can advertise their services and products for booking, and visitors/users of the platform can carry out their online bookings and purchases based on their choices (hereinafter referred to as "Our Services").
3. Registration / Opening an Account
3.1. Opening a User Account / Registration
Before booking a service on winenroute.pt, you are required to register and provide personal information to use some features of the platform (example: make a booking). Registration is free and you are automatically subscribed to our Newsletter.
The user is responsible for maintaining the confidentiality of the password to their account and for all activities that occur under their account.
We reserve the right to close your account at any time, with or without cause.
3.2. Eligibility to register/book
You must be at least 18 years of age to register on the site and book any service.
3.3. Useful Information
When you register on winenroute.pt, you must provide accurate and up-to-date information. WINEnROUTE cannot be held responsible if a service which is booked by you cannot be carried out due to incorrect information. In this case, the amount paid cannot be refunded.
3.4. Number of User accounts
No more than one user account (username and login) may be registered for the same natural or legal person. A user account is not transferable.
4. Booking
4.1. Confirmation / Non-Confirmation
Wine Tourism in Portugal has a very specific characteristic: on one hand, regarding hotels, most of them are small units; on the other hand, some activities available on our site require a great deal of preparation to guarantee the quality of the services to be provided. For this reason, the availability for an immediate booking may not be guaranteed.
WINENROUTE offers you three ways to book:
4.1.1. Immediate Booking
Booking of services and products on the site is immediate, unless invalid and/or incorrect information from your credit/debit card is provided for payment.
Your booking will be irrevocably binding when you click on "Confirm" on our website.
Confirmation of your booking will be sent by email, so you must provide a correct email address. Please read and review carefully all the information contained in our confirmation email to ensure it matches your booking. You are required to show this confirmation email when you check in with the partner to use the service you have booked: (i) in case of an accommodation booking, you must also provide a valid ID card or passport at check-in; (ii) for bookings of other types of services, you should ensure you arrive on time, and if you are unable to arrive at the scheduled time you should notify us of your delay. Delay may lead to cancellation of your booking.
4.1.2. Booking Subject to Availability
The booking of services and products on the site is not immediate in this case (you will be informed during the process of your booking of the maximum period for confirmation).
Your booking will be irrevocably binding when you click on "Confirm" on our website.
We will initially send you the details of your booking by email (in the first email) and then the status of your booking ("confirmed" or "not confirmed") within 48 hours (in the second email).
In the event of a non-confirmation because there are no dates available, we will make every effort to provide you with a matching alternative, but the acceptance of this alternative is entirely up to you. In this case you will receive notification for acceptance or non-acceptance of the alternative via email.
For the treatment of this whole process, you must provide a correct email address. Please read and review carefully all the information contained in our emails. You are required to provide these confirmation emails when you check in with the partner to use the service you have booked. You should ensure you arrive on time, and if you are unable to arrive at the scheduled time you should notify us of your delay. Delay may lead to cancellation of your booking.
4.1.3. On-Demand Booking
In this case, you will be asked to fill in a booking form. You must provide all the necessary details for your booking. In an "On-Demand" booking, you will get a quote upon submitting the booking request (e.g., value for the required number of nights).
Confirmation of your booking will be sent by email within 24 hours, so you must provide a correct email address. Please read and review carefully all the information contained in our confirmation email to ensure it matches your booking.
To guarantee the booking, WINEnROUTE will request payment of the amount by credit/debit card or bank transfer, as stated in number "7. Payment" herein.
You are required to present this confirmation e-mail when you check in with the partner to use the service you have booked: (i) in case of an accommodation booking, you must also provide a valid ID card or passport at check-in; (ii) for bookings of other types of services, you should ensure you arrive on time, and if you are unable to arrive at the scheduled time you should notify us of your delay. Delay may lead to cancellation of your booking.
4.2. Check the Booking
At any time, you can consult the information about your bookings, through your reserved area "Manage My Bookings". The reserved area can be accessed through the link that is located at the top of the platform or through the link that is provided in the email with the details of your booking.
4.3. Other Information
4.3.1. Passports and Visas
It is the responsibility of any user, regardless of nationality and destination, to be aware, through the embassy or consulate, of the necessary requirements to enter Portugal.
Visa and health requirements are subject to change without notice, so we recommend that you check requirements before your departure.
The customer must have his personal or family documentation up to date (identity card, military documentation, authorisation for minors, passport, visas, vaccination certificates and other documents that may be required). WINENROUTE declines any responsibility for refusal to grant visas or for denial of entry to the customer in Portugal; in these cases, the conditions set out in paragraph "8. Cancellation and No-Show" will apply, and any costs resulting from such a situation will be covered by the customer.
4.3.2. Insurance
Insurance is not included in the displayed price. The user is responsible for contracting all the insurances applicable to their experience. Neither WINENROUTE nor our partners can be held liable for expenses or losses that may occur from the purchase of inadequate insurance. We recommend that, when booking, you also subscribe to an insurance policy that is appropriate for your experience.
4.3.3. Unpaid services
If the user does not pay for the booked service or revokes the payment, their claims to service benefits will not be considered. This will be considered as a cancellation subject to the conditions contained in paragraph "6. Cancellation and No-Show ".
4.3.4. Message Exchange
All communication regarding bookings should be made through the WINENROUTE booking platform and its email addresses. Messages that are not handled through the WINENROUTE booking platform cannot be accepted and are void of legal content.
4.3.5. Complaints
Complaints will be considered if sent by registered letter to WINENROUTE EVENTS & TOURISM, LDA within a maximum period of 15 days after the end of the experience or as soon as the non-compliance occurs, without undue delay, by lodging a complaint in the physical complaint book or in electronic format, the latter submitted through the Digital Platform.
5. Payment
5.1. Booking Guarantee with Credit/Debit Card
When booking services and products through winenroute.pt, you will need to provide your credit/debit card information to guarantee your booking. Your credit/debit card details will be validated even before confirmation of availability. The full amount of the booking will be charged to your credit/debit card, only after confirmation of availability by the partner(s). If confirmation is not immediate, the total amount of the booking will be pending until the confirmation is received. Payment will be recorded on your credit/debit card statement as WINENROUTE – Wine Tourism in Portugal, Lda.
Please remember that when you place a booking through the portal, using WINENROUTE, the authorisation and consent to the disclosure of your credit/debit card details will be considered unconditional and irrevocable for the purpose of guaranteeing your booking.
WINENROUTE will not charge any service fees for processing credit/debit card payments. However, as it is based in Europe, some banks may charge a transaction fee for international credit/debit card payments. Please contact your card issuer directly for more information on transaction fees.
5.2. Booking Guarantee with Bank Transfer
When making a booking through winenroute.pt, you must pay a deposit of x of the total booking amount. The remaining amount must be paid up to x days before the arrival date.
Payment will be made in euros at the price quoted in your country.
Payment must be made by bank transfer to:
Company: WINENROUTE EVENTS & TOURISM, LDA.
Bank: Novo Banco SA
Bank Account Number:
IBAN:
BIC:
The confirmation of the bank transfer should be sent to: info@winenroute.pt.
The amount transferred must include bank transfer fees.
5.3. Taxes
The prices shown on the winenroute.pt portal or through other means made available by WINEnROUTE (email, telephone, chat, etc) include VAT applied at the time of booking. Payment will be made in euros (€).
5.4. Type of Cards and other methods of payment
WINENROUTE accepts the following debit and credit cards: Visa and Mastercard.
Payment related data is collected and processed in an encrypted form by an external entity: Stripe Payments Europe, Ltd. WINEnROUTE does not access any information regarding payment data of users.
5.5. Operator identification
Payment made by credit/debit card will be identified on the account statement as WINENROUTE EVENTS & TOURISM, LDA.
6. Cancellation and No-Show
6.1. Terms of cancellation and no-show
The general conditions of cancellation and no-show are stated in the winenroute.pt portal, in the space reserved for each service and during the booking process. These conditions are also provided in the booking confirmation email. Please note that certain prices/rates or special offers available in the portal and the confirmation email cannot be cancelled or changed.
Whenever you make a booking through WINENROUTE, you accept and agree to the terms of payment, cancellation, and no-show, as well as any additional terms and conditions provided that may apply to your booking. Please carefully read the payment, cancellation and no-show conditions of the partner involved before completing your booking.
Cancelling a booking before the start of the service with WINEnROUTE may incur cancellation fees.
Cancellation fees comply with the limit of the legally applicable standard fees, which will never be higher than the booking price.
6.1.1. Payment with Credit Card
Unless otherwise stated (see specific terms and conditions of each service) the cancellation and no-show policy is as follows:
- Cancellations up to 45 days before the date of the experience / check-in date: Non-refundable deposit (up to € 1,000, the deposit will be the full amount).
- Cancellations less than 45 days before the date of the experience/check-in date or no-show: a cancellation fee of 100% of the total booking value will be charged.
- No-show: a cancellation fee of 100% of the total booking value will be charged.
6.1.2. Payment by Bank Transfer
Unless otherwise stated (see specific terms and conditions of each service) the cancellation and no-show policy is as follows:
- Cancellations up to 45 days before the date of the experience / check-in date: Non-refundable deposit (up to € 1,000, the deposit will be the full amount).
- Cancellations less than 45 days before the date of the experience/check-in date or no-show: a cancellation fee of 100% of the total booking value will be charged.
- No-show: a cancellation fee of 100% of the total booking value will be charged.
6.2. Exceptional Cancellations
The Partner may cancel a booked service if weather conditions, governmental actions, fortuitous or unavoidable external circumstances compromise the performance of the service. Such cancellation shall be made to the exclusion of any indemnity due to damages or any claims based on law.
The partner may consider a "No-Show " if the customer does not show up at the location of the experience at the time set for starting their experience (time stated in the booking confirmation email). In this case, there will be no refunds.
6.3. Procedure for cancelling or changing a booking
If you wish to review, adjust, or cancel your booking, please follow the instructions in the booking confirmation email.
The WINEnROUTE team will process the requested changes as soon as possible. However, all changes are subject to availability and therefore WINEnROUTE may not guarantee the acceptance of any booking change request.
Only in the event of a time change, WINEnROUTE will not request the cancellation of your original booking. Otherwise, the original booking must be cancelled, and you must make a new booking. The price applicable to the new booking will be the same as the price at the time the new booking is made. Changing the booking or cancelling it may incur additional charges, see number "6. Cancellation and No Show" of this document.
7. Refunds
No refund will be paid for any unused service, for an experience that has already begun or that does not meet the cancellation periods shown under "6 Cancellation and No-Shows".
Failure to pay on the date(s) and in the amount(s) established at the time of booking with WINENROUTE, does not give the customer the right to be refunded. This entitles WINENROUTE to proceed with the cancellation of the booking.
The non-provision of services foreseen in the experience(s) for causes not attributable to WINENROUTE and its partners, and in case it is not possible to substitute them by equivalent ones, does not give the customer the right to be reimbursed for the difference between the price of the services foreseen and those effectively provided.
8. Changes
Whenever there are reasons that justify it, WINEnROUTE may change the order of the routes/experiences, modify the departure or arrival times, or replace any of the hotels planned by others of similar category.
8.1. Impossibility of Compliance
If for reasons not attributable to WINENROUTE and its partners, it becomes impossible to perform any essential service included in the tour/experience, the customer does not have the right to quit the tour/experience. If such facts are attributable to WINENROUTE and its partners and lead to the cancellation of the trip, the customer can still choose to participate in another organised tour of equivalent price. If the proposed tour/experience organised to replace the previous one is cheaper, the customer will be refunded the difference.
9. Booking Transfer
The customer may transfer the booking, by assigning it to another person who fulfils all the conditions required for the experience, providing that WINEnROUTE is notified at least three days in advance and that the various service providers accept the replacement. The transferor and the transferee are jointly liable for the payment of the price of the experience and the resulting additional charges.
10. Mailing
Booking: When booking services and products through the winenroute.pt platform, you will receive a confirmation message (via email) with all the information about the booking you have made (including terms and conditions). Upon receipt of the confirmation email, you should carefully read all the information contained therein to ensure that it complies with your booking. It is advisable that you bring this document to the partner in question as a guarantee of your booking. The partner may refuse service to any customer who is unable to provide their booking confirmation email at the start of their experience.
If you do not receive the email, please check your SPAM folder. If you still haven't received the email after a few hours, please contact us at info@winenroute.pt so we can investigate the problem and send you a new email.
Customer feedback: WINENROUTE will send a message (via email) to all customers at the end of their experience(s) asking them to fill in a customer feedback form. By completing the form, you agree that the information (text and photographs) may be used wholly or partially in the portal or other social media platforms: Newsletters, special promotions, apps, or other channels, for marketing, promotion or improvement of the service provided by WINENROUTE.
11. Customer rating and comments
WINENROUTE reserves the right to adjust, refuse or remove comments, according to the criteria it has defined. These comments have the sole objective of informing future customers of the opinion of the quality of the services and products available on the portal.
12. Online Chat
The winenroute.pt portal provides a specific area for the user to access the Online Chat. This means of communication offers a dialogue channel between the user and the team of technical experts and a tour operator or oenologist, to clarify doubts in real time.
13. Control over your data
The winenroute.pt portal offers the registered user the possibility to consult and change their personal data, as well as consult the bookings already made.
After your first visit, the portal provides you with an exclusive and restricted area on the "Home Page" with the last partners you viewed.
14. Security
WINENROUTE uses the SSL protocol to encrypt and protect your credit/debit card information. However, any losses during transmission of the information will be assumed solely and exclusively by the user.
WINENROUTE has the right to cancel any booking if there is reasonable suspicion that there has been misuse of the portal, or that a customer's identity or their banking and personal details have been stolen.
15. Disclaimer
None of the owners, employees, agents, subsidiaries, agents, or other persons involved in the creation, sponsorship, promotion, or any other situation concerning the website and its contents shall be held liable for:
(i) any punitive, special, indirect, or consequential damages or losses.
(ii) any loss of production, loss of profit, loss of earnings, loss of contract, loss of or damage to influence or reputation, loss of right to compensation.
(iii) any inaccuracy in relation to the (descriptive) information (including rates, availability, and ratings) of the services as it appears on our website.
(iv) the services provided, or products offered by partners.
(v) any damages (direct, indirect, consequential, or punitive), losses or costs sustained, incurred, or paid by you under a result of, or in connection with, the use, inability to use, or delay of our website, or
(vi) for any (personal) injury, death, property damage or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you whether due to (legal) acts, errors, breaches, (serious) negligence, wilful misconduct, omissions, non-compliance, false information, offence or absolute liability for or attributable (in whole or in part) to the Partner (its employees, directors, officers, agents or representatives), including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control.
With respect to trips arranged in connection with this transaction, WINENROUTE, represents and acts as agent for disclosed directors and independent contractors, including transport companies, tour operators, service companies, hotels, etc. WINENROUTE is not responsible for any acts, omissions, financial stability, delays, or changes by any of these entities. Neither WINENROUTE nor any of its representatives shall be liable for loss, injury, damage to persons, property or otherwise in connection with any accommodation, transport or other services resulting directly or indirectly from any extraordinary circumstances, including but not limited to acts of nature, incident hazards at sea, fire, machinery breakdown, acts of governments, de jure or de facto, war, hostilities, civil disturbances, strikes, riots, robbery, epidemics, pandemics, medical quarantines, customs regulations, standards, delays or cancellations or alterations of itinerary, route or timetable from any cause beyond the control of WINENROUTE, or from any loss or damage resulting from insufficient or incorrectly issued passports, visas or other documents.
16. General Provisions
All software required for our services, available or used by our portal and the intellectual property rights (including copyright) of the content published on the portal, including, but not limited to text, logos, images, videos and audio, website structure, texts, graphics, banners, buttons, and others, are the property of WINEnROUTE and its suppliers or providers, unless stated otherwise. Their use, by any means and in any form, is strictly forbidden without the prior and express authorisation of WINENROUTE. Violation of the above rights will result in immediate legal action against the offenders.
By using our services, you agree to comply with all laws, statutes, and regulations regarding the use of our services, exempting us from any liability.
Any disputes between the user and the Partner regarding costs, quality of services, facilities or other matters shall remain private between the parties to the contract, to the exclusion of any involvement of WINENROUTE.
The contents of the winenroute.pt platform and all bookings made through our services, shall be governed by Portuguese law as well as these terms and conditions and any dispute, controversy, proceedings or claims of any nature whatsoever in relation to them. Any legal matter arising from this contract shall be subject to the jurisdiction of the Court of Porto, Portugal.
17. ALTERNATIVE RESOLUTION OF CONSUMER DISPUTES
In the event of a dispute, the consumer may resort to out-of-court mechanisms for resolving consumer disputes, pursuant to Law No. 144/2015 of September 8, which amends Regulation (EC) No 2006/2004 of the European Parliament and of the Council of October 27, 2004, and Directive 2009/22/EC of the European Parliament and of the Council of April 23, 2009.
In accordance with article 18(1) of Law no. 144/2015, of September 8, we inform you that you may resort to the following entities for Alternative Resolution of Consumer Disputes:
- Porto
- CICAP (Consumer Information and Arbitration Centre of Porto)
- Rua Damião de Góis, 31 – Loja 6
- 4050-225 Porto
- www.cicap.pt
More information on the Consumer Portal www.consumidor.pt.