Limi Sea Experiences 2 Hours

BOAT TRIP CANCELLATION POLICY
LIMI CHARTER & SEA EXPERIENCES
1. PURPOSE AND LEGAL BASIS
This Policy sets out the terms of cancellation, rescheduling and refund applicable to all boat trips, charters and excursions (each, a “Trip”) departing from Marina de Cascais and operated by Limi Charter & Sea Experiences (“the Operator”). It applies to every Customer who books a Trip (“the Customer”), regardless of the booking channel (website, telephone, e-mail or in person).
This Policy is governed by Portuguese law, in particular the Consumer Protection Act (Lei n.º 24/96, of 31 July, as amended) and Decree-Law n.º 24/2014, of 14 February, as amended by Decree-Law n.º 84/2021, of 18 October, transposing Directive 2011/83/EU on consumer rights into Portuguese law.
As an operator of tourist boat trips, the Operator is also subject to Decree-Law n.º 108/2009, of 15 May, as amended by Decree-Law n.º 95/2013, of 19 July, and by Decree-Law n.º 186/2015, of 3 September (Legal Regime for Tourism Animation Companies and Maritime-Tourism Operators), including the obligation to hold a valid RNAAT registration (see Section 13).
Right of withdrawal — important notice: The general 14-day right of withdrawal applicable to contracts concluded at a distance or away from business premises does not apply to leisure services, such as this Trip, where the contract provides for a specific date or period of performance. Cancellations of a confirmed Booking are therefore governed exclusively by the table in Section 3, and not by any statutory withdrawal period.
Nothing in this Policy limits or excludes any mandatory right the Customer holds under applicable consumer protection law.
2. DEFINITIONS
«Operator» – Limi Charter & Sea Experiences, operated by Condado Diligente – Unipessoal, Lda, a legal person with tax number (NIPC) 518204146, with registered office at Avenida das Comunidades Europeias, nº 396-E, Loja 5, 2750-659 Cascais.
«Booking» – A confirmed reservation for one or more passengers on a scheduled Trip.
«Trip» – Any excursion, charter or boat trip service operated by the Operator.
«Cancellation» – The Customer's decision to cancel a confirmed Booking.
«Force Majeure» – Extraordinary events beyond the Operator's reasonable control (bad weather, mechanical breakdown, regulatory closure, and similar events).
3. CANCELLATIONS BY THE CUSTOMER AND REFUND TABLE
The refund amount depends on how much notice is given before the scheduled departure date, as follows:

Cancellation Window

Refund %
Notes

More than 14 days before departure
100%
Full refund.

Between 7 and 14 days before departure
75%
25% withheld (see note on calculation basis below).

Between 3 and 6 days before departure
50%
50% withheld.

Less than 3 days before departure
0%
No cash refund. Booking value retained as credit, valid for 90 days, usable on any future Trip.

No-show / after departure
0%
Full charge applies. No automatic credit. May be reviewed as an exception under Section 9.
Basis for amounts withheld: The percentages above reflect the Operator's estimated non-recoverable costs at each cancellation window (crew and fuel commitments, provisioning, loss of opportunity to resell the reserved spot), in line with Articles 810 et seq. of the Civil Code. A Customer who considers a specific withholding disproportionate to the Operator's actual loss may request a review under Section 9.
4. CANCELLATION PROCEDURES
Cancellations must be submitted to the Operator in writing through:
• E-mail to hello@sailingportugal.com
• Or by telephone at: +351 928330221 (during business hours).
Cancellations made by telephone are confirmed by follow-up e-mail.
The cancellation takes effect from the moment it is sent by the Customer.
The timestamp of the e-mail (or the call log, in the case of telephone cancellations) constitutes proof of the cancellation date for the purposes of Section 3.
The Operator will confirm receipt within 24 hours, but a delay in confirmation does not affect the moment at which the cancellation took effect.
The Customer must arrive at the boarding point at least 15 minutes before the scheduled departure time.
Arrival after boarding has closed is treated, for all purposes of this Policy, as a no-show, under the table in Section 3.
5. CANCELLATIONS BY THE OPERATOR AND AUTOMATIC REFUNDS
The Operator reserves the right to cancel a Trip due to Force Majeure.
In such cases, the following applies:
• 100% refund issued automatically.
• Customer notified by e-mail and SMS within 24 hours.
• Option to reschedule to another Trip at no additional cost.
• Refund processed within 7 to 10 business days to the original payment method.
6. RESCHEDULING
The Customer may reschedule their Booking to another Trip without penalty, if the request is made 7 or more days in advance, subject to availability.
To reschedule, please:
• contact us by e-mail at Limi@olala.com
• or by mobile phone at: +351 916 811 966.
Where a price difference applies because the new Trip is more expensive, that difference must be paid before the new Booking is confirmed. If the new Trip is less expensive, the difference is credited to the Customer's account for use on a future Booking.

7. NON-REFUNDABLE ANCILLARY SERVICES
The following services, when purchased separately from the Trip fare, are non-refundable once confirmed, regardless of the cancellation window set out in Section 3:
• Meal and beverage packages already ordered.
• Equipment rental.
• On-board activity fees.
• Cancellation insurance premiums, where purchased (subject to the insurer's own terms).
8. REFUND PROCESSING
All eligible refunds are processed within 7 to 10 business days and credited to the Customer's account through the original payment method.
For questions about refund status, please e-mail Limi@olala.com
9. COMPLAINTS AND EXCEPTIONS
A Customer who considers that their situation justifies an exception to the standard table in Section 3, for example, a documented medical emergency or bereavement, may submit a formal request to the Operator, to the e-mail address Limi@olala.com within 30 days of the Trip date, including:
• Booking reference.
• Reason for the exception request.
• Supporting documentation (for example, a medical certificate, proof of emergency, or a family member's death certificate).
Requests are reviewed within 10 business days. The Operator will provide written reasons for its decision if the request is refused.
10. DATA PROTECTION
Documents submitted in support of a request under Section 9 may contain special category personal data within the meaning of Article 9 of Regulation (EU) 2016/679, of 27 April 2016 (the General Data Protection Regulation, “GDPR”), applicable in Portugal under Law n.º 58/2019, of 8 August. This data is processed on the basis of Article 9(2)(f) of the GDPR, as necessary for the establishment, exercise or defence of legal claims in judicial, administrative or arbitration proceedings, together with Article 6(1)(b) of the GDPR, as necessary for the performance of the service contract concluded with the Customer.
In accordance with the principles of purpose limitation and data minimisation set out in Article 5(1)(b) and (c) of the GDPR, these documents are used exclusively to assess the request to which they relate and are accessible only to Operator staff duly authorised for that purpose.
Documents are retained for the duration of the request's review and, after its resolution, for a further 12 (twelve) months, for evidentiary purposes and in case of any complaint or dispute, after which they are securely and irreversibly deleted, without prejudice to any longer retention period required by applicable law.
Further information on the Operator's processing of personal data is set out in the Privacy Policy, available at https://www.olala.com/privacy-policy.
Questions relating to data protection, as well as the exercise of the rights of access, rectification, erasure, restriction, portability and objection under Articles 15 to 22 of the GDPR, may be addressed to the data controller at legal@olalahomes.com.
The Customer also has the right to lodge a complaint with the Comissão Nacional de Proteção de Dados (CNPD), the competent supervisory authority in Portugal (www.cnpd.pt).
11. ALTERNATIVE DISPUTE RESOLUTION AND COMPLAINTS BOOK
Under Law n.º 144/2015, of 8 September, the Customer may refer the matter to the following consumer Alternative Dispute Resolution (ADR) entity: Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL), with registered office at Rua dos Douradores, n.º 112, 2.º, 1100-207 Lisboa, an entity with territorial jurisdiction over the municipality of Cascais, where the Operator is based (telephone +351 218 807 030) or by e-mail to juridico@centroarbitragemlisboa.pt.
General information on consumer ADR is available at www.consumidor.gov.pt.
The Operator provides an electronic Complaints Book, as required by Portuguese law, accessible at www.livroreclamacoes.pt.
12. LEGAL COMPLIANCE AND GOVERNING LAW
This Policy has been drawn up in accordance with the Consumer Protection Act (Lei n.º 24/96) and Decree-Law n.º 24/2014, as amended by Decree-Law n.º 84/2021 (transposing Directive 2011/83/EU on consumer rights), as well as Decree-Law n.º 108/2009, of 15 May, as amended (Legal Regime for Tourism Animation Companies and Maritime-Tourism Operators). Any dispute arising from a Booking is subject to Portuguese law and the jurisdiction of the Portuguese courts, without prejudice to any mandatory right the Customer may have to bring proceedings before the courts of their own domicile under Regulation (EU) 1215/2012, where applicable.
13. OPERATOR IDENTIFICATION AND CONTACT DETAILS
Limi Charter & Sea Experiences
Operated by: Condado Diligente – Unipessoal, Lda.
Legal Entity Tax Number (NIPC): 518204146
RNAAT Registration No. (National Registry of Tourism Animation Agents): 614/2026
Registered office: Avenida das Comunidades Europeias, n.º 396-E, Loja 5, 2750-659 Cascais
Telephone: +351 916 811 966
E-mail: Limi@olala.com
Business hours: Monday to Friday, 09:00–18:00 (local time)