TERMOS E CONDIÇÕES DE PRESTAÇÃO DE SERVIÇOS E POLÍTICA DE VENDAS

TERMS AND CONDITIONS FOR THE PROVISION OF SERVICES AND SALES POLICY
Website https://riversightseeing.pt/
Updated in: June 2025
GENERAL CONDITIONS
1. Object and Scope
1.1. These Terms and Conditions for the Provision of Services and Sales Policy (hereinafter referred to as “Terms and Conditions of Sale”) establish the general and specific conditions for the sale of services made available on the website https://riversightseeing.pt/ (hereinafter referred to as “Website”), owned by DouroAzul – Sociedade Marítimo–Turística, S.A., headquartered at Lugar da Rede, S/N, parish of Santo André, municipality of Mesão Frio, district of Vila Real, with a share capital of €3,967,518.00, corporate entity number 503 416 436, registered with the Commercial Registry Office of Mesão Frio under No. 78, with office at Rua de Miragaia, 103, 4050-387 Porto (hereinafter referred to as “DouroAzul”).
1.2. DouroAzul is licensed to conduct its business activity, being registered in the National Register of Tourism Entertainment Agents (RNAAT) under registration number 88/2002.
1.3. It is advised that these Terms and Conditions of Sale be read carefully and in full before purchasing and using the Services made available on the Website. If you do not agree, either partially or fully, with them, you should not proceed with its use.
1.4. For the purposes of these Terms and Conditions of Sale, the term “Client” shall mean any natural and/or legal person who accesses, purchases, and uses the Services of this Website. The term “Services” shall refer to the purchase and sale of services related to the activities listed in clause 3.1 of these Terms and Conditions of Sale, namely: travel tickets for the Bridges Cruises on the Douro River (Rabelo Boats), daily cruises, and combined tickets, which may include tickets for two or more activities, namely, a cruise, a visit to the Port Wine Cellars, access and use of the “Porto Sightseeing” bus service, and/or a visit to the interactive museum “World of Discoveries,” according to the combination made available on the Website. In addition to the general conditions, the Services are governed by specific conditions appropriate to each business sector, as detailed below.
1.5. The purchase of Services on the Website by Clients implies the knowledge and acceptance of these Terms and Conditions of Sale, the Privacy Policy, as well as the General Terms and Conditions of Use of the Website, which may be consulted through their respective links.
1.6. A Client who acquires the aforementioned Services through travel agents, wholesalers, or recognized tour operators shall be subject to the terms and conditions of service provision and sales policies of those entities. Therefore, these Terms and Conditions of Sale shall not prevail, in any conflicting respect, over the conditions imposed by those entities, and DouroAzul shall not be held responsible for any issue related to the organization, management, execution, or non-execution of the same.

2. Validity
2.1. The Terms and Conditions of Sale of this Website shall enter into force from the date of their publication on this Website, and DouroAzul reserves the right, at any time and without prior notice, to amend or update them, as well as to suspend or terminate this Website.
2.2. The Client shall be subject to the Terms and Conditions of Sale in force at the date of purchase of the Services.

3. Sale of Services
3.1. The Services marketed on this Website include:
a) The purchase and sale of travel tickets for the Bridges Cruise on the Douro River (Rabelo Boats);
b) The purchase and sale of combined travel tickets, which may involve tickets for two or more activities, namely a cruise, a visit to the Port Wine Cellars, access and use of the “Porto Sightseeing” bus service, and/or a visit to the interactive museum “World of Discoveries,” according to the combination made available on the Website at the time of purchase.
3.2. The Services are acquired at the Client’s own account and risk, who, at the time of purchase, shall have access on the Website to information, general, and specific conditions regarding their use.
3.3. The process of acquiring the selected tickets is carried out through a digital platform called “Ventrata”, to which the Client will be automatically redirected to complete the purchase process for the said tickets. Although the ticketing platform is integrated into the Website, it is managed by third parties and, therefore, they are responsible for the execution, incorrect execution, insufficient execution, or non-execution of a payment operation. Its use presupposes the knowledge and acceptance of Ventrata’s terms, conditions, and sales policy, which are entirely the responsibility of the Client to consult and comply with, available at https://www.ventrata.com/.
3.4. The Client must make payment for the Services through the payment methods made available at each time, namely: PayPal, Stripe (credit card, Apple Pay, and Google Pay), and Ifthenpay (Multibanco, MB Way, Payshop).
3.5. Upon completing the purchase order, the Client will receive an automatic email confirming the purchase and/or reservation. If the data is incorrect, the Client must correct it by written communication to the email comercial.rss@douroazul.pt.
3.6. If the Client does not provide personal data for invoicing purposes, the invoice will be issued as an undifferentiated client.

4. Quality and Warranty
The presentation of any Services made available on the Website — through photographs, images, videos, shapes, colors, among others — may not correspond exactly to reality, due to, but not limited to, internet connectivity constraints on the Client’s side, the use of technological or computer devices by the Client that are incompatible with the Website version, the natural wear of tangible items resulting from their regular and expected use, or the existence of content of an artistic nature.

5. Validity of Promotions
5.1. Any promotion advertised on this Website is valid only for the duration expressly indicated in the information displayed therein.
5.2. In the event of any typographical errors concerning the Services covered, prices, or other promotional information, DouroAzul reserves the right to freely cancel any purchase and sale made under such errors, without prejudice to the purchase amount being refunded to the Client.
5.3. For the purposes of this clause, a promotion shall mean any sale intended to encourage the purchase of certain Services or the launch of a Service not previously marketed by DouroAzul at the same commercial establishment, as well as the development of its commercial activity.

6. Right of Free Termination (Right of Withdrawal)
6.1. The Client who qualifies as a consumer under the terms of Decree-Law No. 24/2014, of 14 February, as amended — that is, a natural person acting for purposes that do not fall within the scope of their commercial, industrial, artisanal, or professional activity — may exercise their right of free termination in accordance with the law and as set out below, except for paragraph 6.6 of this Clause.
6.2. As a consumer, the Client has the right to terminate the contract without providing any reason and without incurring any costs, within 14 (fourteen) days from the date of purchase of the Service, unless the Service has already been used within that period.
6.3. The exercise of the right of free termination must be made by the Client to DouroAzul, through a written and express declaration or by completing the model withdrawal form available on the Website and sending it, once completed, to the email comercial.rss@douroazul.pt. For this purpose, the Client must attach supporting documentation to the declaration, namely a copy of the Service invoice and an indication of the intended outcome: exchange or refund of the amount paid.
6.4. In the event of a refund, all payments made by the Client in respect of the acquired Services will be reimbursed, after receipt and verification of their condition under the terms of the paragraph above, without undue delay and, in any case, no later than 14 (fourteen) days from the date on which DouroAzul received the declaration of termination of the concluded contract.
6.5. The refund of the amounts paid will be made using the same means of payment employed by the Client in the original purchase transaction. The Client must provide their NIB or IBAN to expedite the refund process.
6.6. The provisions of the preceding paragraphs do not apply to non-consumers. In such cases, Clients must consult the business rules set forth in the specific conditions of these Terms and Conditions of Sale relating to the Service in question.

7. Complaints
7.1. The Client may submit complaints about the Services provided, within a maximum period of 30 (thirty) days from the date of the respective performance, to the following email: comercial.rss@douroazul.pt.
7.2. The Client may also submit a complaint through the Electronic Complaints Book, available at: https://www.livroreclamacoes.pt/inicio.
8. Disclaimer of Liability
8.1. DouroAzul assumes no responsibility for any direct or indirect damages that may occur as a result of the use of this Website or of any other websites linked to it. Likewise, it does not guarantee that access to such websites will be uninterrupted or free from errors, viruses, or other harmful content, and shall not be held liable for any claims arising from these circumstances.
8.2. The Client undertakes not to use on this Website any content that is offensive, unlawful, or contrary to the law, nor to insert false, corrupted, or misleading data, being fully responsible for any conduct in breach of this obligation. In the event that any such circumstances occur, DouroAzul will fully cooperate with the competent authorities in the enforcement of the law.

9. Intellectual and Industrial Property
9.1. The trademarks, names, and other elements displayed on the Website are protected under the applicable legal provisions governing intellectual and industrial property, and in accordance with the General Terms and Conditions of Use of the Website.
9.2. The use, reproduction, or representation, whether partial or total, of these elements is strictly and expressly prohibited and must be subject to prior written authorization from DouroAzul or from the respective rights holders.

10. Privacy
The processing of personal data carried out by DouroAzul complies with the currently applicable European Union and national legislation, namely Regulation (EU) No. 679/2016 of 27 April (General Data Protection Regulation of the European Union – GDPR) and Law No. 58/2019 of 8 August (Personal Data Protection Law).
For additional information, the Privacy Policy is available on this Website, and users are strongly advised to read it carefully and in full.

11. Interpretation, Applicable Law, and Jurisdiction
11.1. These Terms and Conditions of Sale are drafted and interpreted in accordance with Portuguese law.
11.2. In the event that any provision of these Terms and Conditions of Sale is declared null, invalid, or unenforceable, such declaration shall not affect the validity or effectiveness of the remaining provisions, which shall remain fully in force.
11.3. In the event of a dispute, the competent court shall be the Judicial Court of the District of Porto, with the express waiver of any other jurisdiction, without prejudice to the application of mandatory legal provisions.

12. Arbitration
12.1. Under the terms of Law No. 144/2015 of 8 September, the Client may submit a complaint to the following Consumer Dispute Resolution Entity:
Centro de Informação de Consumo e Arbitragem do Porto – www.cicap.pt.
12.2. DouroAzul declares that it is not affiliated with any dispute resolution entity and is therefore not bound to accept that the resolution of any dispute be submitted to any alternative dispute resolution mechanism.
12.3. For more information, the Client should consult the Consumer Portal: www.consumidor.pt.

13. Liability
13.1. DouroAzul shall only be liable for damages suffered by the Client if such damages result from breaches attributable to its contractual obligations towards the Client or from applicable law.
13.2. DouroAzul shall not be held responsible for any damages suffered by third parties and/or the Client resulting from the misuse, negligence, or willful misconduct in the use of the Services by the Client.

14. Insurance
DouroAzul fully complies with all insurance requirements established under Portuguese law for all types of vessels under its ownership.

SPECIFIC CONDITIONS

A. RABELO BOATS
B. B. WORLD OF DISCOVERIES

A. RABELO BOATS
A. RABELO BOATS
This section sets out the specific conditions applicable to the Services relating to the bridge cruises on the Douro River, operated on the Rabelo Boats.

15. Cancellation, Delay, or Alteration of Navigation Itineraries
15.1. DouroAzul reserves the right, freely and at its sole discretion, to cancel, postpone, or alter the Services and/or the itinerary of any trip, regardless of the reason. This includes, by way of example only, situations such as vessel chartering, insufficient reservations, weather conditions, mechanical problems, medical emergencies, local strikes or work stoppages, local holidays, and other cases of force majeure, among others, without any obligation to compensate the Client.
15.2. Force majeure refers, among other things, to the occurrence of external, unforeseeable events beyond DouroAzul’s control, namely of a political-social nature (war, riots, pandemics, epidemics, etc.) or natural nature (earthquakes, floods, fires, etc.).

16. Prices
16.1. The prices of the Services may be changed whenever conditions so justify, namely due to an unforeseen increase in government charges, taxes or fuel surcharges, or any external costs beyond DouroAzul’s control.
16.2. The prices of the Services presented to the Client include value-added tax (VAT) at the legal rate in force at the time of purchase. Children up to 3 (three) years of age are free of charge. The rules for the use of Services by minors are set out below and must be consulted by the Client.
16.3. The ticket purchase value cannot be combined with other discounts or promotions available on the Website at the time of purchase.

17. Reservations and Cancellations
17.1. This section applies to non-consumer Clients. For Clients who qualify as consumers under Decree-Law No. 24/2014 of 14 February, the provisions of Clause 6 of these Terms and Conditions of Sale shall apply.
17.2. Reservations must be made directly with DouroAzul or through one of its distribution companies, travel agents, wholesalers, or recognized tour operators. Reservations shall only be considered valid after DouroAzul has received full payment for the cruise. Payment may be made by bank transfer to an account owned by DouroAzul, to be provided at the time of booking.
17.3. Any change made to a reservation after the initial booking will incur an amendment fee, set at a maximum of €25.00 per change, which includes modifications relating to name, address, trip and departure date, category, among others.
17.4. DouroAzul reserves the right, freely and at its sole discretion, not to make any refund and/or date change regarding the Client’s use of the Services in the event that the Client does not appear on the day and time indicated on the purchased ticket.
17.5. Any change to the date of use of the Services shall be subject to the vessel’s maximum capacity for the requested date, as defined in accordance with legal safety regulations and competent authorities.
17.6. Clients who wish to cancel purchased tickets must request the respective refund by email to comercial.rss@douroazul.pt, providing the following information: reservation/purchase number, copy of proof of payment, and NIB/IBAN of the Client’s bank account.
17.7. Any refund requests will only be considered if submitted within a maximum period of five (5) days after the Service has been provided.

18. Rules for the Use of Services by Minors
18.1. It is strictly forbidden for a minor (under 18 years of age) to remain unaccompanied in any area of the Rabelo Boats. Responsibility for any minor lies exclusively with the accompanying adult.
18.2. All minors must present an identification document. Without prejudice to the free admission benefit, all minors under 3 (three) years of age must always be listed in the reservation confirmation.

19. Valuable Objects
Clients are responsible for the safety and protection of their belongings and valuables carried with them. DouroAzul does not assume responsibility for the safekeeping of such items and cannot be held liable for any loss or damage suffered unless directly attributable to DouroAzul or to the performance of duties by one of its employees.

20. Wireless Internet Connection and Use of the Digital Application
20.1. All Rabelo Boats operated by DouroAzul are equipped with a wireless Internet connection. The connection’s bandwidth and the vessel’s coverage area are limited but sufficient for normal use of the digital application “Bridges Cruise” (hereinafter referred to as the “App”) for audio guide purposes and Internet browsing. Individual Client usage may be restricted to allow broader Internet access for all passengers.
20.2. When using the App and the Internet via the wireless connection, Clients must do so responsibly, respecting DouroAzul’s code of conduct, other Clients, and the limits established by law. Clients must refrain from using the vessel’s Internet connection for any unlawful or improper purpose.
20.3. The terms and conditions and corresponding privacy policy regarding the App provided for audio guides are available for consultation within the App itself. Accordingly, the use of the App by the Client implies knowledge and acceptance of those terms, conditions, and privacy policy.

21. Scope of Liability
DouroAzul operates river and coastal cruises and is responsible for all operations it conducts from embarkation until disembarkation of the Clients, except for those contracted to third-party service providers as described above.
Beyond the services inherent to the cruise, DouroAzul excludes any liability arising from the performance of airlines, hotels, excursion companies, onshore guides, tour package providers, or any other service providers or elements related to the Client’s overall Service experience.

22. Access of Animals
22.1. Pets are not permitted on DouroAzul’s Rabelo Boats. Guide dogs and other assistance animals are allowed at no additional cost, provided that specific coordination is made at the time of booking to ensure compliance with both DouroAzul’s operational requirements and the Client’s needs, in accordance with applicable legislation.
22.2. Without prejudice to the foregoing, DouroAzul reserves the right to deny boarding to any animal showing clear signs of illness, aggression, or lack of hygiene, that could compromise the safety or physical integrity of employees, Clients, or third parties on board.

23. Smoking Policy
Smoking is strictly prohibited in all areas of the vessels, regardless of the method of consumption.

B. WORLD OF DISCOVERIES
This section sets out the specific conditions applicable to the Services relating to the World of Discoveries museum.
24. Scope of Operation
24.1. The World of Discoveries museum (WOD) constitutes a service provided by third parties, and therefore DouroAzul acts solely as an intermediary agent in the pre-booking process of the requested services, without prejudice to the provisions of paragraph 3 of Clause 3 of these Terms and Conditions of Sale.
24.2. Accordingly, the terms, conditions, and sales policy of the actual service providers apply to Clients. DouroAzul cannot, under any circumstances, be held responsible for any matter related to the organization, management, performance, or non-performance of the acquired services.

25. Cancellation, Delay, or Alteration of Services
25.1. WOD reserves the right, freely and at its sole discretion, to suspend, cancel, postpone, or modify the Services, regardless of the reason. This includes, by way of example only, situations such as mechanical problems, medical emergencies, local strikes or work stoppages, local holidays, and other force majeure events, without any obligation to compensate the Client.
25.2. Force majeure refers, among other things, to external, unforeseeable events beyond WOD’s control, including those of a political or social nature (war, riots, pandemics, epidemics, etc.) or of a natural nature (earthquakes, floods, fires, etc.).

26. Prices
26.1. The prices of the Services may be altered whenever justified, namely due to unforeseen increases in government charges, taxes, or surcharges, as well as any external costs beyond WOD’s control.
26.2. The prices presented to the Client include Value Added Tax (VAT) at the legal rate in force at the time of purchase. Children up to 3 (three) years of age are free of charge. The rules for the use of Services by minors are set out below and must be consulted by the Client.

27. Reservations and Cancellations
27.1. This section applies to non-consumer Clients. For Clients who qualify as consumers under Decree-Law No. 24/2014 of 14 February, the provisions of Clause 6 of these Terms and Conditions of Sale regarding the right of withdrawal shall apply.
27.2. WOD reserves the right, freely and at its sole discretion, to establish and modify opening hours without prior notice in order to ensure the quality of its Services.
27.3. Reservations must be made directly with WOD, either at its headquarters or via email at info@worldofdiscoveries.com for general Clients, or servico.educativo@worldofdiscoveries.com for school visits,
as well as for any rescheduling requests or refund claims.
27.4. Any change to the date of use of purchased tickets is subject to WOD’s maximum capacity for the requested date, as defined in accordance with legal safety and public health regulations.
27.5. Any refund requests will only be considered if submitted within a maximum period of five (5) days after the Service has been provided.
27.6. In the event of a no-show on the date and time indicated on the purchased ticket, WOD reserves the right not to issue any refund and/or to refuse any date change for the use of that ticket.
27.7. Should the Client wish to correct any of their personal data, such a request must be made in writing to the email address info@worldofdiscoveries.com.

28. Rules for the Use of Services by Minors
28.1. Without prejudice to the benefit of gratuity, all minors under the age of three (3) must always be included in the booking confirmation.
28.2. It is strictly prohibited for a minor to remain alone in any area of the museum. Responsibility for any minor lies exclusively with the accompanying adult.
28.3. For access purposes, all minors (under the age of eighteen (18)) must present an identification document and be accompanied by one of their parents or a responsible adult.

29. Wireless Internet Connection
29.1. WOD provides a wireless Internet connection. The connection’s bandwidth and coverage area may be limited, and continuous access to this service cannot be guaranteed. Individual use may be restricted to allow more Clients to access the Internet. The museum’s reception staff will assist Clients in making the best possible use of WOD’s Wi-Fi capabilities.
29.2. When using the Internet via the wireless connection, Clients must do so prudently, respecting WOD’s code of conduct, other Clients, and the limits established by law, refraining from using the connection for any unlawful or improper purposes or contrary to public morals and good practices.

30. Access of Animals
30.1. Pets are not permitted at WOD. Guide dogs and other assistance animals are allowed at no additional cost, subject to specific coordination at the time of booking in order to meet and comply with the needs of both WOD and the Client and their animal, pursuant to the applicable legislation.
30.2. Without prejudice to the above, WOD reserves the right to deny the animal’s access to the premises if it shows clear signs of illness, aggressiveness, or lack of hygiene that may endanger the safety or physical integrity of staff, Clients, or any third parties present at the museum.

31. Alcohol and Smoking Policy
31.1. It is strictly prohibited to consume alcoholic beverages and/or to smoke in any indoor area of the WOD museum, regardless of the type of consumption. WOD reserves the right to restrict access and/or remove any Client found consuming alcoholic beverages and/or smoking inside the museum, without any right to a ticket refund.