Legal
Terms & Conditions
Last updated: April 2026
The agreement between you and Get Lisbon Unlocked when you book any tour, transfer, or experience with us. Plain language, no surprises.
1. About us
Get Lisbon Unlocked ("we", "us", "our") is a private tour and transfer operator based in Lisbon, Portugal. By booking any tour, transfer, experience, or service with us, you ("the guest" or "you") agree to the terms below.
2. Booking & confirmation
Bookings can be made via WhatsApp, our contact form, or by email. A booking is only confirmed once we have replied to confirm availability and you have paid any required deposit. We reserve the right to refuse or cancel any booking at our discretion, with a full refund of any amount already paid.
3. Pricing & payment
All prices are quoted in euros (€) and are per person unless stated otherwise. We accept cash (EUR), major credit and debit cards, and bank transfer for larger packages. A deposit may be required to confirm your booking, with the balance due on the day of the experience. Prices are valid only at the time of quotation and may change before final confirmation.
4. Cancellations & refunds
You may cancel free of charge up to 48 hours before the start time of your tour or transfer for a full refund of any amount paid. Cancellations within 48 hours of the start time are non-refundable, as guide and driver schedules have already been committed. If we cancel due to safety, weather, or any reason within our control, you will receive a full refund or the option to reschedule.
5. Late arrivals & no-shows
Please be on time at the agreed pickup location. If you are more than 30 minutes late without prior notice, we may treat this as a no-show and the booking is non-refundable. For airport transfers, we track your flight and adjust accordingly — no action is needed from you.
6. Changes by us
We may need to adjust the route, timing, or vehicle of an experience due to weather, traffic, road closures, or other operational reasons. We will always do our best to deliver an equivalent or better experience and will notify you as soon as possible.
7. Conduct & safety
Guests must follow reasonable instructions from our guides and drivers, including any safety guidance on boats, tuk-tuks, and vehicles. We reserve the right to end an experience without refund if a guest's behaviour is unsafe, disrespectful, or illegal, or if a guest is severely intoxicated.
8. Health, accessibility & special needs
Lisbon's hills, cobblestones, and historic streets can be challenging. Please tell us in advance about any mobility, health, dietary, or accessibility needs so we can plan accordingly. You are responsible for assessing whether an experience is suitable for your fitness and health.
9. Children & minors
Children are welcome on all our experiences. Guests under 18 must be accompanied by a parent or legal guardian, who is fully responsible for their conduct and safety. Child seats for transfers are available on request.
10. Insurance & liability
We hold the operator and vehicle insurance required by Portuguese law. We are not liable for personal injury, illness, loss, or damage to personal belongings caused by acts outside our reasonable control, including but not limited to weather, traffic, third-party providers, theft, or guest negligence. We strongly recommend you hold valid travel insurance for the duration of your trip.
11. Photos & media
We may take photographs or short videos during experiences for use on our website and social channels. If you prefer not to be featured, simply let your guide know at the start of the experience and we will respect your wishes.
12. Privacy & data
We only collect the personal information needed to organise your booking — name, contact details, travel dates, and any preferences you share. We never sell your data. Information is stored securely and only kept for as long as needed for our records and legal obligations under EU GDPR.
13. Complaints
If anything is not as expected, please tell us during your experience so we can put it right on the spot. Formal complaints can be sent to hello@getlisbonunlocked.com within 14 days of the experience and we will respond within 14 working days.
14. Governing law
These terms are governed by the laws of Portugal. Any disputes that cannot be resolved amicably shall be referred to the competent courts of Lisbon, Portugal.
15. Contact
Questions about these terms? Contact us at hello@getlisbonunlocked.com or via WhatsApp through any link on this site.
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If anything in these terms is unclear, message us on WhatsApp and we'll explain in plain English.