The percentages below are those currently in force. Each booking is governed by the terms shown and accepted at the time of payment, which are recorded against that booking.
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These Terms govern the cancellation and refund of passenger transport bookings made and paid for through the AboutRides website.
For bookings made through the website, AboutRides contracts with the Customer in its own name and is the party responsible for taking payment and for issuing any refund, even where the transport itself is carried out by a partner operator.
These Terms do not apply to bookings made directly with an operator, nor to services booked through other channels, which are governed by the terms agreed in those cases.
The notice period is calculated between the moment the cancellation request is received by AboutRides and the pickup time scheduled in the booking.
All times refer to mainland Portugal local time.
The pickup time that applies is the one recorded in the booking at the date of cancellation, including any changes previously accepted by AboutRides.
The Customer may cancel the booking at any time before the pickup time.
The amount refunded is determined by the refund schedule applicable to the service type booked, according to how much notice is given.
The percentages that apply are those shown to and accepted by the Customer at the time of payment. Subsequent changes to these Terms do not affect bookings already paid for.
Refunds are calculated on the amount actually charged; no greater amount is due.
Where AboutRides cancels the booking for reasons attributable to it, in particular unavailability of a vehicle or driver, the Customer is entitled to a full refund of the amount paid.
The refund schedule set out in the preceding clause does not apply in such cases.
AboutRides will use its best efforts to offer an equivalent alternative before cancelling.
A no-show is the absence of the passenger at the stated pickup location, without prior cancellation, once the applicable grace period has elapsed.
The grace period is 15 minutes after the scheduled pickup time for services not departing from an airport.
For services with an airport pickup, the grace period is 60 minutes after the actual landing time of the flight stated in the booking.
A no-show does not give rise to any refund.
For services with an airport pickup, and provided the flight number was given in the booking, AboutRides monitors the flight status and adjusts the pickup time accordingly, at no additional cost to the Customer.
A flight delay is not treated as a cancellation and carries no penalty for the Customer.
Cancellation of the flight by the air carrier entitles the Customer to a full refund, provided AboutRides is notified as soon as the Customer becomes aware of it.
Where no flight number is given in the booking, the monitoring described in this clause cannot be provided.
The Customer may request changes to the date, time, location or number of passengers, subject to availability.
Accepted changes do not constitute a cancellation and do not give rise to a refund.
Where a change results in a higher price, the difference is notified in advance and requires the Customer’s acceptance. Where it results in a lower price, the difference is refunded in accordance with the clause on refund method and timing.
Where a change cannot be accommodated, the Customer may keep the original booking or cancel it, in which case the refund schedule applies.
Refunds are issued to the same payment method used for the purchase, unless expressly agreed otherwise.
AboutRides issues the refund within 14 days of confirming the cancellation.
The time for the funds to reach the Customer’s account depends on the payment service provider and the card issuer, and may take a further 5 to 10 business days.
No processing fee is charged on refunds.
Cancellation requests must be sent to AboutRides at [email protected], quoting the booking reference.
The date and time on which the request is received by AboutRides is what counts for calculating the notice period.
AboutRides confirms receipt of the request and the amount to be refunded, where applicable.
Passenger transport contracts are, under the legislation applicable to distance contracts, excluded from the general 14-day right of withdrawal.
Cancellation of bookings is accordingly governed by these Terms, in particular by the applicable refund schedule.
This clause does not affect any rights conferred on the Customer by law that cannot be excluded by agreement.
The Customer may submit a complaint to [email protected]. AboutRides undertakes to reply within 15 business days.
An electronic Complaints Book is available under Decree-Law no. 156/2005 at www.livroreclamacoes.pt.
In the event of a consumer dispute, and under article 18 of Law no. 144/2015, the Customer may refer the matter to the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC), based at the Faculty of Law of Universidade Nova de Lisboa, at www.cniacc.pt.
CNIACC is the alternative dispute resolution body of general competence that applies where no territorially competent arbitration centre has been joined. Where the Customer is domiciled in an area covered by a consumer arbitration centre, that centre may also be used.
AboutRides may amend these Terms at any time, with such amendments taking effect only in respect of bookings made after they are published.
The terms applicable to each booking are those shown and accepted at the time of payment, which are recorded against that booking.
These Terms are governed by Portuguese law.
Nothing in these Terms affects the rights available to the Customer as a consumer, including the right to bring proceedings before the courts having jurisdiction under the general law.
In the event of any discrepancy between the Portuguese version and any translation of these Terms, the Portuguese version prevails.