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General Conditions: The ticket entitles the holder the following: Mini-bus Tours: Transportation, entrance fees, staff assistance and insurance according to Portuguese law (Dec.Lei 204/2000). Walking Tours: Permanent assistance during the tour, entrance fees, and insurance according to Portuguese law (Dec.Lei 204/2000). Reductions: Children under 10 years of age are offered a 14% discount (Mini-bus tours only). Cancellation policies: For pre-paid tickets and reservations with advance payments, 24 hours before departure: 10%, after that no refund is granted. The company may cancel the mini-bus tour if a minimum number of two participants is not reached. The company may cancel the walking tour due to severe weather conditions. Complaints: Up&Down has a complaints book. Complaints will only be accepted in written once directed to Up&Down within the limit of 15 days after the service has been rendered. In the agreement with the EC directive, complaints can only be accepted after details have been communicated to the respective supplier during the trip demanding the respective documents to confirm the incident.
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