F.A.Q. - Frequently Asked Questions

F.A.Q. - Frequently Asked Questions

On this page you will find the most commonly asked questions that arrive through our email, and hopefully you can get the answer you are looking for without the need for extra assistance. However, if your question is not answered here, feel free to contact us and we’ll be happy to help!



Q: Can I book with you through the phone?

 

A: Unfortunately, the answer is no. We only accept bookings that are made through our website or in one of our physical shops. 



Q: I’ve made a booking with you, is it possible to cancel and get a refund?

 

A: Certain conditions have to be met in order to get a full refund and cancellation. Usually, if you request a cancellation up to 24h before the scheduled activity, we can provide a full refund. Ultimately, the decision is up to the service provider, as we cannot provide refunds without their consent, especially if it’s on very short notice.

Please note that in the case of Porto Santo trips, once the ticket has been issued a refund is impossible, you can however change the date of the ticket free of charge.



Q: I’m looking at your page about “x”. Do you have any more information or contact details?

 

A: On our website we do our best to have quality content regarding all aspects of our destination. This includes churches, local drinks and food, viewpoints, etc., on our attractions or guide pages. We are not the official representatives of said places and cannot speak for them regarding booking venues or any other specific details. You will have to contact them directly through their official websites or phone numbers.



Q: I have booked a tour on your website but the order says it’s awaiting confirmation from the provider. What does this mean?

 

A: Some of the tours and activities we offer have a limited number of places and availability on any given day. This means that before your booking is fulfilled, we need to contact the service provider to make sure it is possible. If everything is OK you will receive an email confirming the booking, otherwise, it will be cancelled and your payment will be refunded in full.



Q: I have booked an activity and received confirmation for my booking, what time will I be picked up?

 

A: Upon receiving your confirmation email, a voucher will be attached with contact information for the provider. If they have not contacted you regarding the pickup you can send them an email or, call any of the numbers available for further information.



Q: I booked through your website but haven’t received any emails from you.

 

A: Sometimes our emails will get sent to the “Spam Folder”, please check there first. If you still can’t find anything, email us and provide the name you booked under, we will resend the voucher to the same or an alternate email address.



Q: I’m trying to proceed with my booking but it won’t let me click the “Book Now” button.

 

A: This is a common issue if you have tried to book something previously and left it in the “Shopping Cart” without finalizing the purchase. Please check your cart in the top right hand corner of the screen. If there are items there, delete them and go back to the activity you were trying to book. It should solve the problem and allow you to book.