Cancellation Policy

Last updated: April 2026

This policy applies to all experience bookings made with Arrábida Untold. Gift Cards and physical products (e.g. NECA Books) are governed by separate terms set out at the end of this document.

All cancellations must be communicated in writing to concierge@arrabidauntold.com. Cancellations made verbally (in person, by telephone, or via our AI concierge) are not valid until confirmed in writing.

1. Cancellations by the Client — Experiences

1.1 Summary table

The following fees apply to client-initiated cancellations of experience bookings:

Time before activity

Cancellation fee

Reschedule fee

Refund

More than 72h before

50% of total

20% of total

50% refunded

Between 24h and 72h before

50% of total

Not available

50% refunded

Less than 24h before

100% of total

Not available

No refund

1.2 Detail

Cancellation more than 72 hours before the scheduled activity: a cancellation fee of 50% of the total booking value is retained. The remaining 50% is refunded to the original payment method within 14 business days. Where a reschedule is requested instead of a cancellation, a fee of 20% of the total booking value is charged, subject to availability of an alternative date.

Cancellation between 72 hours and 24 hours before the scheduled activity: a cancellation fee of 50% of the total booking value is retained. Rescheduling is not available within this window.

Cancellation less than 24 hours before the scheduled activity, or no-show: the full amount of the booking is retained. No refund is issued.

Partial cancellations (i.e., reduction in the number of participants) are treated proportionally using the per-person value, subject to a minimum group size applicable to the specific experience.

2. Cancellations by Arrábida Untold — Weather and Safety

Arrábida Untold may cancel or modify any activity due to adverse weather conditions, unsafe sea state, equipment issues, or any other safety-related reason. Such decisions are at the sole discretion of our team leaders and/or the vessel captain.

In the event of a cancellation by Arrábida Untold for weather or safety reasons:

• The client will be offered a reschedule at no additional cost (priority rescheduling within the same season where possible).

• If a reschedule is not possible or not accepted by the client within 30 days, a full refund of all amounts paid will be issued.

Arrábida Untold will not be liable for travel, accommodation, or any other costs incurred by the client as a result of a weather or safety cancellation.

3. Force Majeure

Neither Arrábida Untold nor the client shall be liable for non-performance of obligations due to events beyond their reasonable control ("force majeure"), including but not limited to: natural disasters, pandemics, government travel restrictions, strikes, fire, or civil unrest.

In force majeure situations affecting Arrábida Untold's ability to deliver the booked experience, the client will be offered:

• A reschedule to an equivalent date and experience; or

• A credit note equal to the full amount paid, valid for 12 months from the original activity date.

Cash refunds in force majeure situations are at Arrábida Untold's discretion.

4. Right of Withdrawal

Under DL 24/2014 (implementing EU Directive 2011/83/EU on consumer rights), the standard 14-day cooling-off period for distance contracts does not apply to contracts for leisure activities scheduled for a specific date — Article 17(1)(l).

All experiences booked with Arrábida Untold are for specific, confirmed dates. By making the first payment and receiving a written booking confirmation, the client expressly acknowledges that the 14-day right of withdrawal is waived. This is a legally valid exclusion under Portuguese and EU law.

The cancellation terms in Section 1 of this policy govern all client cancellations of experience bookings. The standard 14-day withdrawal right is preserved for physical product purchases (e.g. NECA Books), which are not date-specific services.

5. Gift Cards

Gift Cards sold by Arrábida Untold are non-refundable once purchased. They have no expiry date and may be used to book any experience or purchase any product available on arrabidauntold.com.

Gift Cards are fully transferable. They may be used in multiple transactions until the balance is exhausted. No cash change will be given if a purchase is less than the Gift Card value.

In accordance with DL 84/2021 Art. 5 and Art. 6, Gift Cards issued by Arrábida Untold do not have an expiry date unless the parties expressly agree otherwise in writing at the time of purchase.

6. Physical Products

NECA Books and other physical products are eligible for return within 14 days of receipt, in original and unused condition, under DL 24/2014. Return shipping costs are borne by the client unless the product is defective.

Refunds for returned physical products will be processed within 14 days of receiving the returned item.

7. How to Cancel

All cancellations must be submitted in writing to: concierge@arrabidauntold.com

Your cancellation request must include: your full name, booking reference, experience name, and scheduled date. Cancellations are effective from the date and time the written communication is received by Arrábida Untold.

Cancellations communicated verbally (by telephone, in person, or via the AI concierge) are not valid until confirmed by email.

8. Governing Law

This policy is governed by Portuguese law. Disputes may be referred to the CNIACC (Centro Nacional de Informação e Arbitragem de Conflitos de Consumo) at www.arbitragemdeconsumo.org or to the European ODR platform at https://ec.europa.eu/odr.