Terms & Conditions

Last updated: August 2026

These Terms & Conditions apply to bookings made for tours and other services provided by Lisbon Heritage Walks.

By making a booking, you confirm that you have read and accepted these Terms & Conditions.

1. About Lisbon Heritage Walks

Business name: Lisbon Heritage Walks
NIF: 250572818
RNAAT: 12/2026
Address: Av. Alm. Reis, 52A 3D, 1150-019 Lisboa, Portugal
Email: hello@lisbonheritagewalks.com
Phone: +351 928 367 065

Lisbon Heritage Walks is a registered tourism-animation business operating in Lisbon, Portugal.

2. Our Walking Tour

Our standard Lisbon Heritage Walk is:

Approximately 3 hours
Maximum 6 guests
Minimum 1 guest
Available in English and Portuguese
Meeting point: Largo Luís de Camões, 1200-243 Lisboa
End point: Praça do Comércio
Current price: €39 per person
Children are charged the same price as adults
No general age restriction

The itinerary, meeting point, end point and other tour details may occasionally change when reasonably necessary due to operational circumstances, access restrictions, events, weather or other circumstances outside our control.

3. Booking and Payment

Bookings are made through our online booking system.

A booking is confirmed once the booking process has been completed and payment has been successfully received.

Payments are processed securely through Stripe and the payment methods made available through our booking system.

The price applicable to your booking is the price displayed at the time you make the booking.

4. Cancellation by the Customer

You may cancel your booking at any time.

We provide a full refund for cancellations, regardless of how close the cancellation is to the scheduled tour.

To request a cancellation, please contact us using the email address or other contact details provided on our website.

Refunds will normally be made using the original payment method.

5. Right of Withdrawal

Because our tours are leisure services booked for a specific date or period, the statutory 14-day right of withdrawal applicable to many distance contracts does not apply to these bookings under the applicable Portuguese consumer legislation.

This does not affect our own cancellation policy. As stated above, Lisbon Heritage Walks voluntarily allows customers to cancel their booking at any time and receive a full refund.

6. Our Money-Back Guarantee

We want you to enjoy your experience.

If you complete the tour and genuinely feel that you did not enjoy it, you can request a full refund.

Simply tell us why you were unhappy with the experience. We appreciate feedback because it helps us improve, but providing feedback is not a condition of receiving the refund.

7. Cancellation or Changes by Lisbon Heritage Walks

In exceptional circumstances, we may need to cancel or change a tour.

This may happen because of:

Severe or unsafe weather
Unexpected access restrictions
Events affecting the route
Guide availability
Other circumstances outside our reasonable control

If we cancel a tour, we will either:

Offer you the opportunity to reschedule, or
Provide a full refund.

We will make reasonable efforts to provide the tour as originally booked whenever it is safe and practical to do so.

8. Weather

Walking tours are dependent on suitable and safe conditions.

If weather conditions make the tour unsafe or significantly affect the experience, we may cancel or reschedule the tour.

If we cancel because of weather, you will receive either a full refund or the option to change the date.

9. Late Arrival and Participation

Guests are responsible for arriving at the stated meeting point on time.

The tour may need to leave at the scheduled start time so that the experience can remain on schedule for other guests.

If you arrive late, we will make reasonable efforts to help you join the group where possible, but we cannot guarantee that the guide will be able to wait.

10. Children and Minors

Children are welcome on our tours.

There is no general age restriction.

Where Portuguese law requires a minor to be accompanied or supervised by a parent, legal guardian or responsible adult, that requirement must be respected.

Parents or guardians remain responsible for children participating in the tour.

11. Accessibility

The tour involves approximately three hours of walking through historic areas of Lisbon, including streets and areas that may have uneven surfaces, slopes, steps or other accessibility limitations.

The tour may not be suitable for people with significant mobility difficulties.

Guests using a wheelchair may be able to participate, but access to some historic shops or locations may not be possible.

If you have specific accessibility requirements, please contact us before booking so that we can discuss what is possible.

12. Food and Tastings

Food and drink tastings included in the tour are provided as part of the experience.

Where reasonably possible, alternatives may be provided to accommodate dietary preferences or restrictions.

Please inform us of any relevant dietary requirements when making your booking.

We cannot guarantee that all food provided will be suitable for every allergy or dietary restriction.

13. Changes to the Tour

We reserve the right to make reasonable changes to the itinerary when necessary because of circumstances such as:

Temporary closures
Events
Construction
Access restrictions
Weather
Safety considerations
Changes to the opening or availability of businesses visited during the tour

We will aim to preserve the character and quality of the experience when making any necessary changes.

14. Guide and Service

We reserve the right to replace the guide assigned to a tour when necessary.

If the originally assigned guide becomes unavailable, we will make reasonable efforts to provide another suitable guide.

If we are unable to provide the tour as booked, we will offer rescheduling or a full refund.

15. Private Tours

Private tours may be available for groups requesting a more personalised experience.

Our standard private-tour price is currently €234.

Private tours may be subject to different arrangements regarding itinerary, duration, meeting point and other requirements. These details will be confirmed with the customer before the booking is completed.

16. Photography and Images

Our guides do not normally take photographs of guests unless guests specifically ask them to do so.

We only use photographs containing customers for marketing or promotional purposes where we have received the appropriate permission.

17. Customer Behaviour

Guests are expected to behave respectfully towards the guide, other participants, businesses visited during the tour and members of the public.

We reserve the right to end a customer’s participation without refund where their behaviour is seriously disruptive, abusive, threatening or creates a safety risk for the guide, other guests or members of the public.

18. Responsibility and Safety

Guests participate in the tour at their own responsibility and should take reasonable care of their personal belongings and personal safety.

The historic areas of Lisbon may include uneven pavements, slopes, stairs, traffic and other normal urban hazards.

Guests should inform the guide of any relevant condition or requirement that may affect their ability to safely participate in the tour.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under Portuguese law.

19. Complaints

If you have a problem with your experience, we encourage you to contact us directly first so that we have an opportunity to resolve it.

You may also use the Electronic Livro de Reclamações available through the official platform:

Livro de Reclamações Eletrónico

Portuguese law requires businesses covered by the Livro de Reclamações regime to make the electronic complaints book available and provide access to it through their websites.

20. Alternative Dispute Resolution

In accordance with applicable Portuguese consumer law, consumers may use an appropriate Alternative Dispute Resolution (RAL) entity for eligible consumer disputes.

For disputes falling within its geographical and financial competence, the relevant entity for Lisbon is:

Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)
Rua dos Douradores, 108, 2.º e 3.º
1100-207 Lisboa
Portugal
Phone: +351 218 807 030
Email: juridico@centroarbitragemlisboa.pt
Website: www.centroarbitragemlisboa.pt

The CACCL handles consumer disputes concerning services acquired and performed within the Lisbon Metropolitan Area, generally up to €5,000.

21. Applicable Law

These Terms & Conditions are governed by Portuguese law.

Any consumer rights provided by mandatory Portuguese or European consumer-protection legislation remain unaffected by these Terms.

22. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, booking process or legal requirements.

The latest version will always be published on this page together with the date of the most recent update.

23. Contact Us

If you have any questions about these Terms & Conditions or your booking, please contact:

Lisbon Heritage Walks
Av. Alm. Reis, 52A 3D
1150-019 Lisboa
Portugal

Email: hello@lisbonheritagewalks.com
Phone: +351 928 367 065

24. Alternative Dispute Resolution (RAL)

In the event of a consumer dispute, consumers may use an Alternative Dispute Resolution (RAL) entity competent to handle the dispute.

Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)

Rua dos Douradores, 112, 2.º e 3.º
1100-207 Lisboa, Portugal

Tel.: +351 218 807 030
Email: juridico@centroarbitragemlisboa.pt
Website: www.centroarbitragemlisboa.pt

The CACCL provides information, mediation, conciliation and arbitration services for consumer disputes within its area of competence.

Consumers may also consult the Portuguese Consumer Portal for information about Alternative Dispute Resolution entities in Portugal.