Last updated: 3 June 2026
This Cancellation & Refund Policy explains how cancellations, rescheduling and refunds are handled for PortoTown services and trusted partner services promoted or recommended through this website.
By booking a PortoTown experience, making a payment or submitting a request through this website, you agree to this Cancellation & Refund Policy.
1. PortoTown tours
PortoTown food tours and vegan food tours are PortoTown experiences and are subject to availability and confirmation.
If you need to cancel or reschedule your tour, please contact us as soon as possible by email or WhatsApp:
Email: tours@portotown.com
Phone / WhatsApp: +351 933 300 714
2. Rescheduling
Rescheduling may be possible depending on availability.
If you cannot attend your booked tour, PortoTown will make reasonable efforts to offer an alternative date when possible.
Rescheduling is not guaranteed and depends on tour availability, guide availability and operational conditions.
3. Customer cancellations
Refund eligibility depends on the timing of the cancellation and the specific conditions shown at the time of booking.
As a general rule:
- cancellations made with reasonable advance notice may be eligible for rescheduling or refund;
- late cancellations may not be eligible for refund;
- no-shows are not eligible for refund;
- late arrivals may be treated as no-shows if the tour has already started.
If a refund is approved, it will normally be processed through the original payment method.
4. No-shows and late arrivals
Customers are responsible for arriving at the meeting point on time.
Tours may not be delayed for late arrivals, especially when other guests are taking part.
If a customer does not arrive on time and misses the tour, PortoTown may not be able to offer a refund or rescheduling.
5. PortoTown cancellations
PortoTown may cancel or reschedule a tour due to:
- severe weather conditions;
- safety concerns;
- official alerts or restrictions;
- guide illness or operational issues;
- insufficient minimum participants, where applicable;
- circumstances beyond PortoTown’s reasonable control.
If PortoTown cancels a confirmed paid tour, customers may be offered:
- an alternative date;
- another suitable experience, where available;
- or a refund, where applicable.
6. Weather conditions
Tours may operate in normal weather conditions, including light rain.
Customers should bring appropriate clothing and comfortable walking shoes.
In case of severe weather or unsafe conditions, PortoTown may adapt, reschedule or cancel the experience.
7. Dietary restrictions and special requirements
Customers must inform PortoTown of allergies, intolerances, dietary restrictions, mobility limitations or special requirements before the tour.
If relevant information is not provided in advance, PortoTown may not be able to adapt the experience and this may not be eligible for refund.
8. Refund processing time
Approved refunds are processed as soon as reasonably possible.
The time it takes for the refunded amount to appear in the customer’s account may depend on the payment provider, bank or card issuer.
Payment provider fees or bank processing delays are outside PortoTown’s control.
9. Payment provider fees
Some payment providers, banks or card issuers may apply processing fees or currency conversion costs.
PortoTown is not responsible for fees charged by banks, card issuers or external payment providers.
Where applicable, refunds may be subject to the rules and processing conditions of the payment provider used at the time of booking.
10. Partner services
Accommodation, private transfers / Uber-style services and Douro river cruises promoted or linked on this website are provided by trusted external partners and are not directly operated by PortoTown.
Cancellation, refund and rescheduling conditions for partner services are defined by the relevant external provider.
This includes, but is not limited to:
- recommended stays or Airbnb listings;
- direct stay requests handled by external hosts;
- private transfers or Uber-style services;
- Douro river cruises;
- other partner experiences.
PortoTown may help customers contact the partner when appropriate, but PortoTown is not responsible for refunds, cancellations, disputes, delays, availability, price changes or service conditions related to partner services.
11. Airbnb and external platforms
When customers book through Airbnb or another external platform, the booking is subject to that platform’s own cancellation and refund policy.
Customers should read the relevant platform terms before booking.
PortoTown is not responsible for refunds, cancellations, disputes, payment issues or booking conditions managed by Airbnb or any other external platform.
12. Direct stay requests
A direct stay request submitted through the PortoTown website, form, email or WhatsApp is not an automatic booking confirmation.
Availability, price, discount, payment conditions, cancellation rules and final booking details must be confirmed directly by the host.
Any 10% direct booking discount is subject to availability and confirmation by the host.
PortoTown is not responsible for accommodation cancellations, refunds, house rules, guest-host disputes, damages, availability or price changes related to accommodation provided by an external host.
13. Private transfer requests
Private transfer requests are not automatic booking confirmations.
Availability, final price, pick-up details, route, waiting time, luggage conditions and cancellation rules must be confirmed by the external transport partner.
Information such as “from €1/km” is indicative and does not represent a final fixed price for every route.
PortoTown is not responsible for delays, cancellations, accidents, route changes, vehicle availability, driver availability, price changes, losses, damages or refund conditions related to private transfer / Uber-style services provided by external partners.
14. Douro river cruises
Douro river cruises are provided by trusted external partners.
Bookings, payments, cancellations, refunds, delays, schedule changes and service conditions are managed by the cruise provider.
Customers should check the provider’s own terms and conditions before booking.
PortoTown is not responsible for refunds, cancellations, schedule changes, delays, service quality, availability, incidents or any issue arising from Douro river cruise services provided by external partners.
15. How to request a cancellation or refund
To request cancellation, rescheduling or refund for a PortoTown tour, please contact:
PortoTown
Email: tours@portotown.com
Phone / WhatsApp: +351 933 300 714
Please include:
- booking reference;
- name used for the booking;
- tour date;
- reason for the request;
- preferred solution, such as refund or rescheduling.
Requests related to partner services may need to be handled directly with the relevant external provider.
16. Complaints
If customers have a complaint about a PortoTown service, they should contact PortoTown first by email:
PortoTown will make reasonable efforts to reply and resolve the matter.
For complaints related to partner services, including accommodation, private transfers or Douro river cruises, customers may need to contact the relevant external provider directly.
Consumers may also use the official Livro de Reclamações Eletrónico, where applicable.
17. Alternative dispute resolution
In the event of a consumer dispute, customers may seek alternative dispute resolution through competent consumer dispute resolution entities in Portugal.
The European Online Dispute Resolution platform has been discontinued as of 20 July 2025.
18. Changes to this policy
PortoTown may update this Cancellation & Refund Policy from time to time.
The updated version will be published on this page with a new “Last updated” date.
19. Contact
For questions about cancellations, rescheduling or refunds related to PortoTown tours, please contact:
PortoTown
Email: tours@portotown.com
Phone / WhatsApp: +351 933 300 714
