Terms of Service

Last updated: April 2026

1. Operator Details

Arrábida Untold is operated by Segmentrevelation – Consulting – Unipessoal, Lda, a company incorporated in Portugal under NIF 514534877, with registered address at Porto de Abrigo de Sesimbra, Sesimbra, Portugal.

Our experiences are delivered through a network of licensed local operators, including Tourism Animation Operator license RNAAT 375/2010, certified as a Turismo de Natureza operator by ICNF.

Contact: concierge@arrabidauntold.com

2. Scope and Acceptance

These Terms of Service govern all bookings, enquiries, purchases, and interactions with Arrábida Untold, whether through our website (arrabidauntold.com), our AI concierge, email, or telephone. By making a booking or purchasing a product, you agree to be bound by these terms.

These terms apply to consumers (individuals acting for personal purposes) and business clients (travel agents, corporate clients, B2B partners). Where applicable, specific terms for each category are indicated.

3. Nature of Services

Arrábida Untold designs and delivers bespoke outdoor, marine, and nature experiences in the Serra da Arrábida and Sesimbra region. Our activities include, but are not limited to: private sailing and boat charters, scuba diving and snorkelling, 4×4 overland exploration, wine and nature experiences, and multi-activity programmes.

All experiences are conducted in natural and marine environments. Our services are inherently subject to weather conditions, sea state, tidal patterns, and natural phenomena. Weather and safety conditions are at the sole discretion of our team leaders and the captain of any vessel. Arrábida Untold reserves the right to modify, postpone, or cancel any activity where safety cannot be guaranteed.

Certain activities (diving, boat trips, off-road excursions) carry inherent physical risk. Participants must disclose any relevant health conditions, physical limitations, or restrictions when booking. Failure to do so releases Arrábida Untold from liability arising from undisclosed conditions.

4. Booking Process

4.1 How to book

Experiences may be enquired through our website, AI concierge, or directly by email. All bookings are confirmed in writing by Arrábida Untold following receipt of the initial payment (see Section 5). A booking is only confirmed upon receipt of written confirmation from Arrábida Untold and the corresponding payment.

4.2 Booking by minors

Participants under 18 years of age must be accompanied by a parent or legal guardian who accepts these terms on their behalf.

4.3 Group bookings

For group bookings, the lead contact accepts these terms on behalf of all participants and is responsible for communicating any relevant health information and these terms to all members of the group.

5. Payment

5.1 Payment schedule — standard (bookings made more than 45 days in advance)

For experiences booked more than 45 days before the activity date, payment is structured in three instalments:

• Instalment 1 — 30% of the total value: due upon booking confirmation. This secures your date and all planned logistics.

• Instalment 2 — 40% of the total value: due 45 days after booking confirmation.

• Instalment 3 — 30% of the total value: due 72 hours before the activity date.

Important: as these experiences are booked for a specific date, the statutory right of withdrawal under DL 24/2014 does not apply (Art. 17(1)(l)). By confirming a date and making the first payment, the client expressly waives the 14-day cooling-off period. All instalments are non-refundable except as provided in our Cancellation Policy.

5.2 Payment schedule — medium-notice (bookings made between 8 and 45 days in advance)

For bookings made between 8 and 45 days before the activity date:

• 50% due upon booking confirmation (non-refundable)

• 50% due 72 hours before the activity date

5.3 Payment schedule — short-notice (bookings made within 7 days of the activity)

For bookings made within 7 days of the activity date, full payment is required upon booking confirmation.

5.4 Payment methods

Payment is accepted by bank transfer to the account details provided on your booking confirmation. Other payment methods (card, Multibanco) may be available at the time of booking and will be indicated on the enquiry or booking confirmation.

5.5 Gift Cards

Gift Cards are sold as store credit and are not subject to the above instalment structure. The full value must be paid at the time of purchase. Gift Cards have no expiry date. Gift Cards are non-refundable once purchased, but their value is fully transferable.

5.6 Physical products (e.g. NECA Books)

Physical products are paid in full at the time of purchase. Shipping and delivery terms are specified at checkout.

6. Insurance

All Arrábida Untold activities are conducted under valid Civil Liability (Responsabilidade Civil) and Personal Accident (Acidentes Pessoais) insurance, held by the respective licensed operators, as required under DL 108/2009, art. 20.

Insurance coverage applies to participants aged between 3 months and 75 years (inclusive). Participants outside this age range may be unable to participate in certain activities; please consult us before booking.

Insurance coverage applies during the activity as organised and led by Arrábida Untold. It does not cover incidents arising from reckless behaviour, failure to follow safety instructions, or pre-existing conditions not disclosed at the time of booking.

We strongly recommend that all participants hold personal travel insurance covering outdoor and adventure activities, including medical evacuation where relevant.

7. Weather, Safety, and Force Majeure

7.1 Weather and safety-related cancellations

Arrábida Untold reserves the right to cancel or modify any activity at any time due to adverse weather, sea conditions, equipment failure, or any other safety-related reason, at the sole discretion of our team.

In the event of a cancellation by Arrábida Untold for weather or safety reasons, clients will be offered a full reschedule at no additional cost, or, if rescheduling is not possible, a full refund of all amounts paid.

7.2 Force majeure

Neither party shall be liable for failure to perform obligations due to events beyond their reasonable control, including but not limited to: natural disasters, pandemic, government restrictions, fire, strikes, or acts of third parties. In force majeure situations, Arrábida Untold will offer a reschedule or a credit note valid for 12 months.

8. Client Cancellations

Client cancellations are governed by our Cancellation Policy (available as a separate document and at arrabidauntold.com/pages/cancellation-policy). The following summary applies:

• Cancellation more than 72 hours before activity: 50% refund of amounts paid (20% refund if rescheduling is requested instead of cancellation)

• Cancellation between 72 and 24 hours before activity: 50% of total value charged as cancellation fee

• Cancellation less than 24 hours before activity: 100% of total value charged; no refund

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

9. Right of Withdrawal — Consumer Law

Under DL 24/2014 (transposing Directive 2011/83/EU), consumers generally have a 14-day right of withdrawal from distance contracts. However, Art. 17(1)(l) of DL 24/2014 expressly excludes this right for contracts relating to leisure activities where a specific date or period of performance is agreed.

All experiences offered by Arrábida Untold are booked for a specific date. Accordingly, by confirming a date and making the first payment, the client expressly acknowledges and agrees that the 14-day right of withdrawal does not apply. This waiver is valid under Portuguese law and is consistent with EU Directive 2011/83/EU. Cancellation rights are instead governed exclusively by our Cancellation Policy.

This exclusion applies to experience bookings only. It does not apply to physical product purchases (e.g. NECA Books), which retain the standard 14-day right of withdrawal under DL 24/2014.

10. Liability

Arrábida Untold's liability for any claim arising from our services is limited to the total amount paid by the client for the relevant booking. We are not liable for indirect, consequential, or loss-of-profit claims.

We are not liable for: personal property lost, stolen, or damaged during activities; delays or cancellations caused by third-party suppliers (transport, accommodation); or incidents arising from a participant's failure to follow safety instructions or disclose relevant health information.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded by law.

11. Photography and Image Rights

During activities, our team may capture photographs and video footage for documentation, quality assessment, and promotional use. By participating, clients and their companions consent to such use in our communications, website, and social media, unless they inform a team member prior to the start of the activity that they do not wish to be photographed or filmed.

No images featuring participants will be shared with or sold to third parties without prior consent. To request removal of published images, contact concierge@arrabidauntold.com.

12. Satisfaction Guarantee

We are committed to delivering an exceptional experience. In the unlikely event that a guest is genuinely dissatisfied with an experience for reasons within our control, we will assess the situation and, where appropriate, offer a complimentary repeat of the same experience (subject to availability and weather). This is offered as a goodwill gesture and does not constitute a contractual obligation.

13. Intellectual Property

All content on arrabidauntold.com, including text, photographs, illustrations, and the AI concierge system, is the property of Segmentrevelation – Consulting – Unipessoal, Lda or its licensors, and may not be reproduced, distributed, or used commercially without prior written permission.

14. Governing Law and Dispute Resolution

These terms are governed by Portuguese law. Any disputes arising from or in connection with these terms shall be subject to the jurisdiction of the Portuguese courts, specifically the courts of Setúbal.

In the event of a dispute, we encourage clients to contact us first at concierge@arrabidauntold.com to seek an amicable resolution. Consumers may also have recourse to the following alternative dispute resolution entity:

• CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo: www.arbitragemdeconsumo.org

• European Online Dispute Resolution platform: https://ec.europa.eu/odr

15. Changes to These Terms

Arrábida Untold reserves the right to update these Terms of Service. Material changes will be communicated on our website. For existing bookings, the terms in force at the time of booking apply unless otherwise agreed.