Doazores is operated by Basalticware, Lda. (NIPC 519609557). We act as an intermediary on behalf of the activity operator (the ‘Operator’), who provides the activity and is responsible for it. This policy explains how cancellations and refunds work and the baseline refunds that always apply. Effective 9 October 2026.
1. Each activity has its own cancellation policy
Cancellation and refund terms are set by the Operator and differ for each activity. The applicable policy is shown on the activity page and at checkout, before you book, and it governs whether and how much you are refunded if you cancel or change your booking. Please read it before booking — it forms part of your contract with the Operator.
2. How to cancel or change a booking
To cancel or request a change, sign in and open your booking under your account, or email hello@doazores.com (and/or contact the Operator using the details on your confirmation). We will process any refund due under the applicable Operator policy — see section 5.
3. How refunds are made
- Refunds are returned to your original payment method, processed via our payment provider (Stripe) from the Operator’s account.
- Refunds are issued in EUR for the amount due under the applicable policy.
- Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer.
4. Customer-initiated cancellations
If you cancel, the refund (if any) is determined by the Operator’s policy for that activity — for example, free cancellation up to a stated cut-off, or a partial or no refund after it. No-shows and late arrivals are generally not refundable, in line with the Operator’s policy.
5. When you are entitled to a full refund
Regardless of the Operator’s commercial policy, you are entitled to a full refund where:
- the Operator cancels the booking;
- the Operator fails to provide the activity, does not show up, or provides it materially not as described;
- the Operator materially changes essential details (time, place, content) and you do not accept the change; or
- the activity cannot take place due to force majeure.
In these cases you may instead accept, where offered and where you agree, a reschedule or a voucher (a voucher only where the law allows). This section does not limit your mandatory statutory rights.
6. Weather- and condition-dependent activities
Many outdoor and marine activities may be cancelled or rescheduled by the Operator for safety, weather, or minimum-numbers reasons. The Operator’s weather and safety policy applies; if the Operator cancels, section 5 applies (a full refund or an agreed reschedule).
7. Your statutory rights
The 14-day right of withdrawal for distance contracts does not apply to leisure and tourism activities booked for a specific date or period (DL 24/2014, art. 17.º), so there is no automatic 14-day cancellation right. However, this does not affect your mandatory consumer rights — for example, where the activity is not as described, or is cancelled by the Operator — which cannot be excluded (Lei 24/96, DL 84/2021). The Operator’s cancellation policy is a commercial policy and is separate from these statutory rights.
8. Amendments and reschedules
Requests to change a date or time are subject to the Operator’s availability and policy, and may be treated as a cancellation plus a new booking. Any price difference may apply.
9. If something goes wrong — complaints
Contact us first at hello@doazores.com. You may also use the Livro de Reclamações Eletrónico at www.livroreclamacoes.pt and refer a consumer dispute to the competent RAL entity, CIMARA — Centro de Informação, Mediação e Arbitragem de Consumo dos Açores (ocimara.pt; residual: CNIACC, www.cniacc.pt). See our Terms of Service for full details.
10. Our role
Doazores facilitates cancellations and processes refunds on behalf of the Operator; the Operator remains responsible for the activity and for honouring the applicable policy and your mandatory rights.