General Conditions

1 - Business Entity

DOURO.COM.PT - Cruzeiros Turísticos no Douro, belonging to the Ecotravel Group, headquartered at Praça Mouzinho de Albuquerque nº113, store 70 (Shopping Brasília), 4100-359 Porto, with taxpayer nº 508 113 741, RNAVT 2811.

2 - Reservations

All reservations for cruises or programs on this website must be made in writing, which must be reconfirmed using the same method. The booking will only be considered completed when settled in full and within the established deadlines.

We therefore reserve the right to cancel any reservation that does not respect the conditions previously described. After full payment, the voucher is automatically sent to the email indicated by the customer, constituting itself as the official and valid document to be presented when boarding (printed voucher, according to the requirements imposed by law).

3 - Payment Deadlines

The prices indicated on this website are updated and are valid during the current year. The values are presented in Euros (€) and include VAT at the corresponding rates.

1-Day Cruise Payment Deadlines

Regardless of the chosen method, the payment deadline of all bookings is 24 hours. After this deadline, unpaid bookings will be automatically cancelled.

2- & 3-Day Cruise Payment Deadlines

Reservation payments for 2- and 3-day programmes should be phased:

- 1st phase: 20% upon booking request;

- 2nd phase: 80% up to 30 days before the cruise departure date.

Hotel-Ship Cruises Payment Deadlines

Payment of Hotel-Ship cruises should be phased:

- 1st phase: 20% upon booking request;

- 2nd phase: 80% up to 30 days before the cruise departure date.

Failure to comply with these conditions will result in the cancellation of the pre-booking, without refund of the deposit amount (Hotel-ship).

4 - Payments

Payment must be made in total at the time of booking and within the deadlines previously indicated. For the comfort of all Customers, we have a practical payment method available:

Credit Card Payment: an email is automatically sent to the Customer with a link that will forward it to an official and secure online payment system page.
If you would like to know more about this payment method, check out our Payment Methods page.

For security of purchase and fairness to all Customers, we establish payment terms, according to the advance with which a reservation is made:

Reservation made more than 3 days in advance: after receiving the confirmation of your reservation, you must make the payment within the next 24 hours.

Reservation made less than 3 days in advance (considered last minute reservations): as soon as the Client receives the confirmation of the reservation, he/she must make the payment until noon (12h00) of the day before the cruise, when we send our booking lists. For last minute cruise bookings that take place on the following Saturday, Sunday or Monday, payment must be done by noon of the previous Friday.

After full payment, the boarding voucher, invoice and receipt related to the purchase are automatically sent to the email provided by the Customer. Upon receipt of this email by the Customer, the purchase is completed. If our platform does not detect payment within the established period (and expressly indicated in the email), the reservation will be automatically canceled. All payments made after the deadline are considered invalid and returned to the Customer.

In relation to personalized programs (created to measure), the customer must make an initial deposit of 20%, and must complete the remaining payment at least 30 days before the program start date.

5 - Minimum of Required Participants

All cruises and programs on this website are subject to a minimum number of participants. If the number of participants is insufficient, we reserve the right to cancel the planned trip, refunding the Customer the amount already paid or suggesting to the change to another itinerary. These changes do not require the payment of any additional fee.

6 - Boarding Voucher

The boarding voucher is only sent to the Customer after total payment. The boarding voucher, invoice and receipt are automatically sent to the email provided by the Customer.

Upon receipt of this email by the Customer, the purchase is completed. The voucher, as required by law, must be printed and presented to our boarding assistant, when boarding. You just need to show one boarding voucher per reservation.

7 - Cancellations

We reserve the right to cancel any cruise or program if (at least) one of the following conditions is met: lack of minimum number of participants, conditions not inherent to the company as: poor weather conditions and unfavourable navigability, damage to navigation locks/dams, mechanical damage, strikes or unavailability of third party services, unforeseen delays. In the cases described above, the customer may choose to be refunded or to change their booking to another cruise suggested by Douro, with the accordingly price variation. These cancellations do not require the payment of any compensation.

When cancellation is requested by the customer, we consider the following conditions:

1-Day Cruises: We will refund the full amount if cancellation is notified to us (at least) 72 hours prior to the departure date. At the end of these 72 hours, a no show on the day of departure will result in complete loss of the full amount of the reservation, in this case we are not obligied to refund any amount.
2-Day Programs: We will fully refund the amount paid if cancellation is notified to us at least (7) days prior to departure date. At the end of this deadline, a no show on the day of departure will result in complete loss of the full amount of the reservation, in this case we are not obligied to refund any amount.
3-Day Programs: We will fully refund the amount paid if cancellation is notified to us at least 15 days prior to departure date. At the end of this deadline, a no show on the day of departure will result in complete loss of the full amount of the reservation, in this case we are not obligied to refund any amount.
New Year's Eve Cruises: We will refund the full amount if cancellation is notified to us till November 30 of the current year. After this date, a no show on the day of departure will result in complete loss of the full amount of the reservation, in this case we are not obligied to refund any amount.
Ship Hotel Cruises and in Private Basis: After booking, the following costs will be applied:

- 20% of initial deposit not refundable;
- Cancellations up to 15 days prior to departure: 75% of the reservation;
- Cancellations with less than 14 days to the departure: 100% of the reservation.

All cancellation costs are subject to additional charges incurred with transport, hotel accommodation, meals and drinks, contracted services and other non-refundable charges related to the reservation made by the passenger. These additional costs will be charged to the passenger, in addition to the normal cancellation charges.

8 - Changes

We reserve the right to change cruise itineraries or programs, replace boats, means of transport, visits and hotels provided by others of a similar category and location whenever unforeseen and unrelated situations arise, such as the situations described in the “cancellation” section.

9 - Train Journeys

The train journey mentioned in the cruises and programs is carried out on a regular train (CP -Comboios de Portugal - Train Company) and will not be a private service. Therefore, the train company is solely responsible for the management of tickets and availability, and it is not possible for us to ensure all seats. If this entity, exceptionally, fails to guarantee the quality of the service provided, the train journey will be replaced by a tour bus. In the event of a change in the means of transport, we inform the Customer.

10 - Boarding and Disembarking Logistics

Douro Cruises cannot be held responsible for any expenses related to the distance traveled by the customer to carry out the cruise, unless this service has been contracted by the company. All given expenses by the customer before or after the cruise and that are not specified in the program itinerary, are not eligible for any refund.

11 - Table Distribution Logistics

The distribution of tables on board is made according to the cruise regime (regular or private) and taking into account the characteristics of the vessel.

Regular Cruises: all cruises on a regular basis (with other participants), involve sharing a table with other passengers on board.
Private Cruises: on exclusive cruises it is possible to change the organization and distribution of table seats, depending on the number of participants on board.

12 - Gift Voucher Policy (Chosen Cruise/Program)

The Gift Vouchers issued have their expiration date expressly indicated. In addition, it indicates the name the offered cruise, the time of year and when you can go on the cruise, the name (s) of the person offering the voucher and the receivers´.

To use this voucher and book the cruise, just contact us directly at our offices, indicating the number of the voucher which is indicated, as well. We advise the receiver to book the cruise in advance, so that we can guarantee availability on the chosen date.

We also inform you that the Gift Voucher automatically expires on the date shown on it.

13 - Gift Voucher Policy (Chosen Amount)

The issued Gift Vouchers expressely indicate their expiration date and are only valid up to that date. In addition, it indicates the name (s) of the person offering the voucher, the name (s) of the receivers and the amount offered. Gift Vouchers with a specific indicated amount can be discounted on any cruise / program found on this website.

We also inform you that Gift Vouchers expire automatically on the indicated date.

14 - Promotional Campaigns

We reserve the right to organize several promotional campaigns throughout the year, without prior notice. Their validity must be duly indicated and must be complied with. The campaigns are advertised on the website and / or associated social networks and / or Newsletters.

15 - Complaints

We only consider valid any complaints that have been submitted in writing by the complainant (person who enjoyed and / or purchased the service) during the program or within five days after the end of the trip. Complaints must be sent to info@douro.com.pt (or to the email of the operator who made the booking). We commit to analyze all complaints that come to us and to proceed accordingly.

16 - Onboard Meals

Onboard meals are always included in the price, as well as white or red wine, water and juices. All other drinks must be purchased by the Customer at the boat´s Bar. Drinks are not included before and after meals. Outside the boat, meals may not be included in the price. Meals not included must be properly identified.

17 - Pets Policy

Pets are not allowed on boats. Only guide dogs or other animals for personal support can remain on board and will have to be coordinated and confirmed when booking.

18 - Smoking Policy

Smoking is strictly prohibited in the indoor areas of the boats. Smoking is only allowed outside. We ask that all Customers have common sense for everyone's comfort. Failure to comply with these rules results in an infraction under Law No. 37/2007.

19 - Insurance

Douro.com.pt's liability is guaranteed by the insurance required by Portuguese law.

20 - Currency

The currency on board and in all services we hire is the Euro (€).

21 - Taxes and Fees

The prices shown on this website include all government taxes and fees applied. The same applies to all services contracted with Douro.com.pt. All fees external to our service and those of a personal nature (such as airport, departure, immigration, stay fees, among others) will be the responsibility of each Customer.

22 - Legal Entity

In the event of any legal litigation, the qualified entity, in waiver of any other, is the Judicial District of Porto.

Customer Support

General Conditions

Any Doubts?