(Applicable to Azores Explore Your Senses, Lda. & Azores Ticket Office)
These Terms and Conditions govern the access to and use of the websites www.atazores.com and www.azoresticketoffice.com, as well as the provision, sale and intermediation of travel-related services carried out under the brands Azores Explore Your Senses, Lda. and Azores Ticket Office, both operated by the same legal entity.
The services are provided by:
Azores Explore Your Senses, Lda.
Registered Office: Largo Vasco Bensaude nº 31, 9500-103 Ponta Delgada, Azores, Portugal
VAT Number (NIPC): 516 584 715
The Company operates under the following registrations:
Azores Ticket Office is a commercial brand owned and operated by the same legal entity.
By accessing the websites or booking any service, the Client acknowledges that they have read, understood and accepted these Terms and Conditions in full.
The Company provides customer support through the following channels:
Customer support is available daily from 09:00 to 18:00 (Azores time), except public holidays.
The same contact number may be used for operational assistance during travel, unless otherwise specified in the booking documentation.
The physical store operating under the brand Azores Ticket Office is located in Ponta Delgada. Opening hours may vary depending on seasonality, operational requirements or exceptional circumstances and will be communicated locally and/or through official channels.
The Company operates in accordance with Portuguese law, namely Decree-Law no. 17/2018, which regulates travel and tourism agencies, as well as all applicable legislation governing tourism entertainment activities.
The Company is duly registered in the National Register of Travel and Tourism Agencies (RNAVT) and complies with all legal obligations, including:
These mechanisms ensure protection of Clients in cases of non-performance, insolvency or breach of contractual obligations, in accordance with applicable law.
In addition, the Company operates as a Tourism Entertainment Operator under RRAAT registration nº 14/2024/RAA and may directly provide certain activities and services.
The Company operates as a Destination Management Company (DMC), offering organization, sale and intermediation of travel services, including accommodation, transport, tours, experiences and other tourism-related services.
Depending on the structure of each booking, the Company may act in one or more of the following capacities:
The applicable legal framework and the extent of the Company’s responsibility shall be determined based on the nature and structure of each booking.
The websites operate as a digital marketplace and booking platform, enabling Clients to search, compare, combine and book travel services provided either by the Company or by independent third-party suppliers.
Information displayed on the platform, including but not limited to prices, availability, descriptions and images, may be provided directly by suppliers. While the Company makes reasonable efforts to ensure accuracy, it does not guarantee that such information is always complete, accurate or up to date.
The Company reserves the right, at any time and without prior notice, to correct errors, update information, modify content or cancel bookings affected by technical issues, system failures or manifest errors, without incurring liability.
Use of the platform for speculative, fraudulent or unlawful purposes is strictly prohibited.
A booking is considered confirmed only upon cumulative verification of the following conditions:
At that moment, a binding contractual relationship is established between the Client and the Company or, where applicable, between the Client and the relevant service provider.
The confirmation document (voucher or ticket) constitutes the formal record of the booking and includes essential information such as service details, dates, supplier identification and applicable conditions.
The Client is solely responsible for ensuring that all information provided is accurate and complete, including names, dates and contact details, and must verify all booking details upon receipt of the confirmation.
The Company shall not be liable for errors resulting from incorrect information provided by the Client or for failure of delivery caused by incorrect email addresses or spam filtering systems.
All prices are expressed in Euros (EUR) and include VAT at the legal rate in force, unless otherwise stated.
Prices are based on supplier rates, availability and applicable taxes at the time of quotation. Prior to confirmation, prices may change due to factors beyond the Company’s control, including exchange rate fluctuations, fuel surcharges, supplier updates or changes in taxation.
After confirmation, prices may only be revised in accordance with applicable law.
Payment conditions, including deposits and deadlines, are defined in the proposal or booking confirmation. Failure to comply with payment deadlines may result in automatic cancellation of the booking without liability for the Company.
Cancellation conditions vary depending on the nature of the services booked.
For individual services, cancellation policies are defined by each supplier and are communicated at the time of booking and in the voucher. These conditions shall prevail and may include free cancellation periods, partial penalties or non-refundable rates.
For package travel, the following conditions apply:
Cancellations made more than 30 days before arrival may be subject to fees depending on supplier conditions and costs already incurred.
Cancellations made 30 days or less before arrival may result in penalties of up to 100% of the total booking value.
Notwithstanding the above, and in accordance with Decree-Law 17/2018, the Client may be entitled to a full or partial refund where cancellation results from unavoidable and extraordinary circumstances that significantly affect the execution of the trip or the transport of passengers.
In all cases, administrative costs and non-recoverable expenses already incurred may be retained. No-shows are subject to a 100% charge.
Requests for changes to confirmed bookings are subject to availability and acceptance by suppliers and may result in additional costs.
The Company will make reasonable efforts to accommodate changes but does not guarantee their feasibility, particularly closer to the service date.
The Client may transfer the booking to another person, provided that such request is made within a reasonable timeframe, all applicable conditions are met and any additional costs are fully covered.
The Company may enter into agreements with travel agencies, tour operators, corporate clients or group organizers under specific commercial terms.
Group bookings may involve hotel allotments, transport services, activities and tailor-made programs, often subject to minimum participant requirements, release periods and supplier-imposed conditions.
Where applicable, services may depend on achieving a minimum number of participants. If such minimum is not reached, the Company reserves the right to cancel the service or adjust pricing accordingly, without liability.
Hotel allotments and pre-reserved services are subject to release deadlines. After such deadlines, availability is no longer guaranteed, and the Company shall not be liable for any resulting loss of availability or price changes.
For group and B2B bookings, specific conditions agreed in writing, including proposals, contracts or email confirmations, shall prevail over these General Terms and Conditions. These may include specific payment schedules, cancellation policies, deadlines and penalties.
The Client acknowledges that supplier-imposed conditions may be more restrictive and become binding once accepted.
The Company’s responsibility is determined by its role in each booking and applicable law.
When acting as organizer of package travel, the Company is responsible for the proper execution of all services included in the contract, regardless of whether they are performed by third-party suppliers. In case of non-performance, the Company will provide assistance and appropriate remedies in accordance with the law.
When facilitating linked travel arrangements, the Company is responsible only for the proper facilitation of bookings and not for the execution of individual services.
When acting as an intermediary, the contract is established directly between the Client and the supplier, who is solely responsible for the service. The Company shall not be liable for delays, cancellations, accidents or damages arising from such services but will provide reasonable assistance.
Where services are operated directly by the Company, it assumes responsibility for their execution in compliance with all applicable safety and legal requirements.
To the maximum extent permitted by law, the Company’s liability is limited to the amount paid by the Client for the affected service and excludes indirect or consequential damages.
The Client acknowledges that participation in travel services and activities may involve inherent and foreseeable risks.
By booking and participating, the Client confirms being physically and mentally fit, accepts such risks and agrees to comply with all instructions provided by the Company or suppliers.
The Company shall not be liable for incidents resulting from failure to follow instructions, negligent or inappropriate behavior or risks inherent to the nature of the activity.
The Company and suppliers reserve the right to refuse service or participation without refund in cases of misconduct, safety risk or inappropriate behavior.
Departure and arrival times are indicated in local time and may be subject to change. Clients must comply with all schedules and meeting points.
Claims regarding baggage must be made directly to the carrier or supplier at the time of occurrence.
The Client is responsible for any additional costs not included in the booking, including local taxes, extras or optional services.
No refunds are due for services not used by the Client, unless otherwise required by law.
The Company shall not be liable for failure to perform its obligations due to events beyond its control, including natural disasters, weather conditions, strikes, pandemics or government restrictions.
In such cases, the Company will provide assistance within reasonable limits.
The Client is responsible for providing accurate information, holding valid travel documents, complying with entry and health requirements and following all operational and safety instructions.
Failure to comply may result in denial of services without refund.
Travel insurance is not included and is strongly recommended. The Company maintains all mandatory insurance required by law.
Any issue must be reported immediately during the service. Formal complaints must be submitted in writing within 20 working days after the end of the service.
Clients may also use the official Portuguese Complaints Book.
Personal data is processed in accordance with applicable law and the Company’s Privacy Policy.
All website content is protected by intellectual property laws and may not be used without authorization.
These Terms are governed by Portuguese law. Any dispute shall be submitted to the competent court of Ponta Delgada.
By confirming a booking, the Client acknowledges having read, understood and accepted these Terms and Conditions.