- Introduction
These terms and conditions govern the sale of services and activities between Keen Tours, Lda. and the client.
Keen Tours, through its media and promotional partners, presents a range of tourist entertainment activities for the buyer to enjoy directly or indirectly. These activities are organised, performed and produced by Keen Tours and/or suitable, qualified suppliers.
- Licensees, registrations and permits
Keen Tours, Lda is a private limited company with an address in Rua Simões de Almeida, 95, 1º casa 6 – 4715-105 Braga, number NIPC 514 009 888, registered in Conservatória do Registo Comercial de Braga, with a share capital of 7000EUR, whose contacts are: info@keentours.com and +351 938 690 513.
Keen Tours is a recognised tourism company providing outdoor, adventure, nature, and cultural activities, registered with RNAAT under number 767/2016 (RNAAT is a national registry managed by the Tourism of Portugal). Keen Tours is also licensed to provide nature tourism activities and, therefore, to operate within protected areas with the same registration.
- Booking procedures
The client may book via the form on the website or by e-mail (to info@keentours.com), and will be asked to provide personal and credit card information, without which it may not be possible to confirm the reservation.
The booking is confirmed by e-mail, with a summary of all received information, the moment after which Keen Tours is authorised to charge, by remote debit, the client’s credit card if the client cancels the tour, as described in section 6. “Payments and Cancellations”.
In case of advanced payment by bank transfer, the client will be reminded of the amount of reimbursement he/she is entitled to if he/she fails to comply with the description in section 6. “Payments and Cancellations”.
The client will receive specific information about the tour a few hours prior to the tour, as a reminder, and information about the estimated pick-up time. Times are subject to change due to local traffic conditions.
- Children participation
Children under 18 years old must be accompanied by an adult who is responsible for their supervision at all times.
Some activities may require parents/legal guardians’ written consent for participants under 18 years old.
- Vouchers
Keen Tours can issue vouchers that may be used as payment for its tours. Each voucher has an expiration date and a facial value or percentage of discount described.
A voucher holder has to follow the normal booking procedures to purchase a tour. If the voucher’s face value is lower than the tour price, the client is responsible for the remaining amount. If the voucher’s face value exceeds the tour price, the client is not entitled to reimbursement of the difference.
A voucher can only be used once. They are non-refundable and cannot be exchanged, either fully or in part, for cash of any amount.
Keen Tours is not responsible for lost, stolen or destroyed vouchers or for their use without the purchaser’s permission. Risk of loss passes to voucher purchaser upon electronic transmission of the voucher to the designated recipient. Keen Tours reserves the right to cancel issued vouchers and/or request alternative payment methods if a fraudulently obtained voucher is redeemed or used to make a purchase.
- Payments and cancellations
The prices on the website are in Euros and include VAT at the applicable legal rate.
Keen Tours accepts the following methods of payment: bank transfers, credit cards, debit cards, cash payments and Vouchers (see section 5. “Vouchers”).
No amounts will be charged if the client complies with the reservation; he/she can pay the total amount on location to our guide in cash or by credit/debit card. We accept all national and international credit cards.
The receipt is usually issued digitally and emailed to the recipient who made the reservation a few days after the tour. If the client wants their VAT number and billing address registered on the receipt, they should provide them in advance. If the client wants the receipt printed and delivered by our guide, they should request it in advance.
6.1 Pre-designed tours (available on the website)
If the client chooses to pay by bank transfer, he/she will be asked to pay the total amount in advance. If the client cancels the tour 72h before the booked tour, he/she will be entitled to a full refund, minus the transfer expenses. If the client cancels within 72 to 24h prior to the booked tour, he/she will be entitled a refund, minus 20% and transfer expenses. Cancellations within 24h or no-shows won’t entitle the client to any refund.
In case of choosing credit card or cash payment, the client will be asked for credit card details and to authorize remote debits: one authorization of 20% of the total amount due that will be charged if the client cancels within 72 to 24h prior to the booked tour; the second authorization will allow Keen Tours to debit the total amount if the client cancels within 24h before the tour or in case of no-show.
6.2 Private and tailor-made tours
If the client chooses to pay by bank transfer, he/she will be asked to pay the total amount in advance. If the client cancels the tour up to 1 month before the booked tour, he/she will be entitled to a full refund, minus the transfer expenses. If the client cancels within 1 month and 7 days prior to the booked tour, he/she will be entitled to a refund, minus 20% and transfer expenses. Cancellations within 7 days or no-shows won’t entitle the client to any refund.
In case of choosing credit card or cash payment, the client will be asked for credit card details and to authorize remote debits: one authorization of 20% of the total amount due that will be charged if the client cancels within 1 month to 7 days prior to the booked tour; the second authorization will allow Keen Tours to debit the total amount if the client cancels within 7 days before the tour or in case of no-show.
- Changes and cancellations by Keen Tours
Keen Tours reserves the right to cancel activities and tours, with no compensation, if:
- the number of participants required for each activity (if applicable) is not met;
- climatic or hydrographic conditions and other security or technical reasons are not met;
- any other reasons beyond our control.
In these cases, Keen Tours will suggest an alternative tour or an alternative date. If the client doesn’t accept the new conditions offered, the amounts already paid will be reimbursed.
The information provided by Keen Tours regarding the duration and type of activity is always based on estimates and assumes ideal circumstances, so they are not entitled to any rights to change or adapt activities.
- Insurance
Keen Tours clients are covered by insurance from the moment of pickup to the moment of drop-off. We provide insurance covering:
- treatment costs and repatriation to the amount of 3.500€;
- death and permanent disability compensation of 20.000€, reduced to funeral expenses for those under 14 years old.
The clients are also entitled to liability insurance that covers damages to third parties occurring during the activities, up to 50.000€ per claim and within a year, subject to a 10% fee (minimum fee: 500€).
In the case of third-party responsibility during the tour, specific conditions and/or other fees may apply, although the coverages described are guaranteed.
Keen Tours is not responsible for any expenditure above the values described.
Keen Tours insurance policies described above are contracted with Generali Tranquilidade, and their numbers are:
- Personal accidents – 1002463590;
- Liability – 1002392770.
Keen Tours is not responsible for any damage or loss of the client’s personal objects.
- Safety and Code of Conduct
Keen Tours provides all the equipment necessary for the activities included in its tours; all equipment complies with best practices, standards, and international recommendations, as well as Portuguese Law. When provided, the use of individual protective equipment is mandatory; failure to do so exempts Keen Tours from any liability.
Our guides are experienced and, at least, certified in First Aid in accordance with European Red Cross and Red Crescent guidelines, and carry a first-aid kit at all times.
Our cars are equipped with a first-aid kit and a fire extinguisher.
Keen Tours provides up to two car seats suitable for toddlers and children weighing 9 to 36 kg, in compliance with Portuguese law.
The clients must comply with the instructions and safety procedures given by Keen Tours guides and contracted third-party guides during the activities. Keen Tours cannot be held liable for accidents resulting from participants’ carelessness or disregard for the instructions given.
Keen Tours has the right to withdraw any client who is likely to endanger themselves or others, in accordance with the opinion of our guides or third-party guides.
The client is responsible for ensuring that he/she has the fitness level and health conditions (physical and mental) necessary to perform the contracted activities.
All clients must comply with the Code of Conduct in force for visitors of Portuguese protected areas. Failing to comply with it may result in the interruption of the activity and reporting to the proper authorities.
- Health issues, allergies and dietary requirements
The client is responsible for informing Keen Tours of any relevant health issues and allergies. Please advise any specific dietary requirements at the time of booking.
- Smoking policy
It is not allowed to smoke inside our vehicles, buildings, or in forest areas on days assessed as high wildfire risk.
- Image rights
By travelling with Keen Tours, you consent to your image being recorded in photographs and videos for use in future literature. If you disagree, please express it to our guide or send us an email.
- Trademark notice
All trademarks and service marks used on the website belong to Keen Tours, except third-party trademarks and service marks, which are the property of their respective owners. You are not authorised to use any such trademarks without Keen Tours or their respective owners’ prior written consent.
- Copyright notice
All information, data, text, software, music, sound, photographs, graphics, audio, video, messages or other materials, whether publicly posted or privately transmitted, are the exclusive property of Keen Tours or its third-party licensors, and are protected by international copyright laws and other intellectual property rights.
- Third party content on our website
Keen Tours’ website may contain links to third-party websites or services that are not owned or controlled by Keen Tours. Thus, Keen Tours assumes no responsibility and has no control over the content, privacy policies, or practices of any third party web sites or services.
- Data Protection
Keen Tours declares that the bank details provided by the client during the purchase process will not be stored in their computer applications, and are intended solely for charging the purchased services. We use the technical means at our disposal to prevent the loss, improper use, alteration, unauthorised access to, and/or misappropriation of personal data made available, while ensuring the privacy and protection of data entrusted to us by the client.
Keen Tours complies with the European Union General Data Protection Regulation.
- Information access
When collecting personal information, Keen Tour informs its clients of its purpose.
The client has the right to access all data concerning his/her personal information, as well as the right to ask for the correction or elimination of such information.
The client has the right to oppose the use of his/her data for marketing or communication to third parties.
These terms are ruled under Lei 67/98, de 26 de Outubro.
- Conflict resolution and complaints
In all matters governed by these conditions, the Portuguese law will apply.
Keen Tours provides the official Complaints Book, as well as membership in CIAB (which grants access to RAL*, an extra-judicial conflict resolution system).
- Modification to terms and products
Keen Tours reserves the right to change, correct, suspend or discontinue any aspects of the website, content, products or services available under these terms and conditions.
However, Keen Tours will honour any existing bookings or provide a refund in the event of unavoidable cancellations.
- Acceptance
After our confirmation e-mail, Keen Tours will assume your acceptance of these terms and conditions and that the client is aware of the specific conditions of each activity and the associated risks.
Keen Tours will assume that the client recognises that there is an element of risk in any adventure, sport or activity associated with the outdoors, that he/she is fully cognizant of the risks and dangers inherent to the purchased activity, and that, knowing these, he/she certifies that he/she is fully capable of participating in the said activity.
