GENERAL TERMS & CONDITIONS Tours By Acacia (Goldman Souza Lda)
Last Updated: February 2026
IMPORTANT NOTICE These Terms & Conditions form a legally binding agreement between you (the “Client” or “Traveler”) and Tours By Acacia (Goldman Souza Lda), a company registered in Portugal (“Tours By Acacia”, “we”, “us”, “our”). By submitting a booking request, paying a deposit, or making any payment toward a tour, itinerary, or travel service, you confirm that you have read, understood, and agreed to these Terms & Conditions on behalf of yourself and all persons included in your booking.
We aim to keep our Terms & Conditions clear, fair, and easy to understand. If you have any questions, we encourage you to contact us before confirming your booking.

DEFINITIONS 1.1 “Tours By Acacia” means Goldman Souza Lda trading as Tours By Acacia. 1.2 “Client” or “Traveler” means any person participating in a tour, itinerary, or travel service arranged by Tours By Acacia. 1.3 “Booking” means the reservation of any travel services offered by Tours By Acacia. 1.4 “Tour” refers to a day tour or single experience with a defined start date and time. 1.5 “Itinerary” refers to a multi-day program, whether a scheduled group itinerary or a private/tailor-made itinerary, which may include accommodation, transport, guiding, activities, and experiences. 1.6 “Supplier” means any independent third-party provider including, but not limited to, hotels, restaurants, transport companies, guides, attractions, or activity operators. 1.7 “Force Majeure” refers to events beyond reasonable control, including (without limitation) natural disasters, pandemics, war, civil unrest, strikes, government actions, border closures, severe weather, road closures, or other safety or security-related events.

CONTRACT FORMATION 2.1 A Booking is confirmed only once Tours By Acacia has received the required deposit or full payment and has issued written confirmation (email confirmation is sufficient). 2.2 Quotations, proposals, draft itineraries, or preliminary communications do not constitute confirmation. 2.3 The person submitting the booking form and/or making payment represents and warrants that they have the authority to act on behalf of all Travelers listed in the Booking and accepts these Terms & Conditions on their behalf. 2.4 Unless expressly stated as a CONFIRMATION of reservation, no bookings have yet been made.

PRICING & PAYMENTS All prices are quoted in Euros (€) and include VAT at the applicable rate unless stated otherwise.
3.1 PRICING & PAYMENTS – ITINERARIES (PRIVATE & GROUP) (a) A deposit, as specified in your booking confirmation, is required to secure services. (b) Full payment of the remaining balance is due no later than sixty (60) days prior to the itinerary start date, unless otherwise agreed in writing. (c) Accepted payment methods include electronic funds transfer (EFT) and Visa/MasterCard credit cards processed via 3D Secure. (d) Where payment is made through our online booking platform (including Bokun), you agree to the payment and processing requirements shown at checkout. Any platform or processing fees charged are non-refundable. (e) For operational and security purposes, credit card details may be securely stored for a maximum period of three (3) months following final payment, after which they will be removed. (f) If any payment is dishonoured, reversed, or not received by the due date, Tours By Acacia reserves the right to cancel services without prior notice. Any costs incurred as a result may be charged to the Client.
3.2 PRICING & PAYMENTS – TOURS (DAY TOURS & SINGLE EXPERIENCES) (a) A deposit may be required to secure services. (b) Full payment of the remaining balance is due no later than thirty (30) days prior to the tour date, unless otherwise agreed in writing. (c) Payment methods and consequences of late or failed payment are as outlined in Section 3.1(c)–(f).
3.3 PRICES, QUOTES & INCLUSIONS (a) Rates and quotations cannot be guaranteed until services have been confirmed and payment received. (b) Prices include only those services clearly stated as included in your itinerary or product description. Unless specified, prices do not include meals or beverages, entrance fees not listed as included, personal expenses, travel insurance, passport or visa costs, or gratuities. (c) Prices are quoted per person or per booking, as specified in your proposal or confirmation.

CANCELLATIONS All cancellations must be submitted in writing and are effective only upon receipt by Tours By Acacia.
4.1 CANCELLATION POLICY – ITINERARIES (61-DAY POLICY) (a) More than sixty-one (61) days prior to the itinerary start date: refundable in full, excluding any non-refundable supplier costs already incurred and any platform or processing fees. (b) Between fifty-nine (59) and thirty-one (31) days prior to the itinerary start date: seventy percent (70%) of the total itinerary cost will be retained and thirty percent (30%) refunded, excluding non-refundable supplier costs and processing fees. (c) Thirty (30) days or less prior to the itinerary start date: one hundred percent (100%) non-refundable. (d) Tickets, accommodations, and services booked with third-party suppliers may be subject to stricter cancellation policies and may be non-refundable regardless of cancellation date.
4.2 CANCELLATION POLICY – TOURS (DAY TOURS & SINGLE EXPERIENCES) (a) More than thirty (30) days prior to the tour date: eligible for a full refund, minus any non-refundable supplier costs and processing fees. (b) Between thirteen (13) and seven (7) days prior to the tour date: eligible for a fifty percent (50%) refund. (c) Less than seven (7) days prior to the tour date: non-refundable. (d) No refunds will be issued for unused services, late arrivals, early departures, or voluntary withdrawal.
4.3 NO-SHOWS Failure to arrive at the agreed meeting point, departure time, or service start time will be treated as a no-show and is one hundred percent (100%) non-refundable.
4.4 TOURS BY ACACIA CANCELLATIONS OR SIGNIFICANT CHANGES In rare circumstances where Tours By Acacia must cancel or significantly alter a Tour or Itinerary due to safety concerns, Force Majeure, severe weather, or unforeseen operational issues, we may offer an alternative date or a comparable replacement experience, subject to availability. Non-recoverable supplier costs already incurred are not refundable.

CHANGES & AMENDMENTS 5.1 GENERAL
All requests to modify a Booking must be submitted in writing.
Day Tours: modification requests must be made at least seventy-two (72) hours prior to departure.
Multi-day Itineraries: modification requests must be made at least seven (7) days prior to departure.
All modifications are subject to availability and may incur additional charges.
5.2 GROUP ITINERARIES – LIMITED MODIFICATIONS For group itineraries, modifications are limited to practical matters such as bedding configuration, room allocation requests, restaurant requirements, and optional add-ons. All modification requests are reviewed on a case-by-case basis and must be communicated to Tours By Acacia in writing. There is no guarantee that any modification can be accommodated.
Any changes to itineraries require Tours By Acacia’s approval and will be communicated to the Traveler only once confirmed. There will be no changes to itinerary locations for group tours.
5.3 PRIVATE & TAILOR-MADE ITINERARIES We will make reasonable efforts to accommodate requests for private or tailor-made itineraries. Last-minute changes may incur additional costs and, where applicable, must be paid immediately by the Client.

ITINERARY VARIATIONS While every effort is made to operate itineraries as planned, Tours By Acacia reserves the right to make changes due to weather conditions, road closures, safety considerations, supplier availability, or other operational reasons beyond our control. Where possible, substitutions will be of comparable quality and value. Such changes do not constitute grounds for a refund.

ACCOMMODATION 7.1 GROUP ITINERARIES Where accommodation is included, Tours By Acacia acts solely as a booking agent. Accommodation services are provided by independent suppliers and remain their responsibility.
7.2 CONCIERGE & PRIVATE ITINERARIES Where a specific hotel or category (e.g. five-star) has been agreed, we will endeavor to secure the requested property. If unavailable, an alternative of similar standard will be arranged.
7.3 CHECK-IN & CHECK-OUT Check-in and check-out times are set by the accommodation provider (typically check-in from 16:00 and check-out by 11:00). Early or late check-in/out may incur additional charges.

TRAVEL INSURANCE (STRONGLY RECOMMENDED) We strongly recommend that all Travelers obtain comprehensive travel insurance covering medical expenses, emergency evacuation, trip cancellation or curtailment, and personal liability.
Tours By Acacia does not verify insurance coverage prior to or during travel. Failure to obtain appropriate insurance may result in personal financial risk for the Traveler.

TRAVEL DOCUMENTS & CLIENT RESPONSIBILITIES 9.1 Travelers are responsible for ensuring they possess valid passports, visas, permits, and any required health documentation, and for complying with all entry requirements and local laws. 9.2 Any costs, fines, penalties, additional accommodation, transportation, or losses arising from denied entry or non-compliance are the sole responsibility of the Traveler. 9.3 Travelers must disclose any relevant medical conditions, allergies, dietary requirements, or mobility limitations prior to travel. Failure to disclose may result in denied participation without refund.

PUNCTUALITY & MISSED DEPARTURES 10.1 Clients are responsible for arriving at the designated meeting point on time, allowing sufficient time for travel, customs, and other delays. 10.2 Tours depart as scheduled. If a Client is late or misses the start of a Tour or Itinerary for any reason, no refund or compensation will be provided. Rejoining the tour later is at the Client’s own expense where feasible.

ASSUMPTION OF RISK Travel involves inherent risks including injury, illness, accidents, delays, and changes in conditions. By participating, Travelers voluntarily assume these risks.

CLIENT CONDUCT & RIGHT TO REFUSE SERVICE Tours By Acacia reserves the right to refuse service or remove any Traveler whose behavior is disruptive, unsafe, unlawful, or detrimental to others. No refund will be issued in such cases.

THIRD-PARTY SUPPLIERS Tours By Acacia provides certain services directly and arranges other services through independent Suppliers. Where we act as an agent, Tours By Acacia is not liable for the acts, omissions, insolvency, or performance of Suppliers.

LIMITATION OF LIABILITY To the fullest extent permitted by law, Tours By Acacia shall not be liable for any indirect, incidental, or consequential damages.
Where Tours By Acacia is the direct service provider, liability is limited to the amount paid for the specific service giving rise to the claim.

FORCE MAJEURE Tours By Acacia shall not be liable for delays, changes, or cancellations resulting from Force Majeure events. In such cases, no compensation is payable beyond any recoverable supplier refunds.

UNPAID OR REVERSED PAYMENTS Failure to complete payment, late payment, or reversal of payment (including chargebacks) after services have been confirmed will be treated as a cancellation and subject to the applicable cancellation policy.

CHARGEBACKS & DISPUTES Clients agree not to initiate chargebacks without first attempting to resolve disputes directly with Tours By Acacia. Unjustified chargebacks constitute a breach of these Terms & Conditions.

COMPLAINTS & CLAIMS We strive to ensure every experience meets expectations. Any issues should be raised immediately during the Tour or Itinerary to allow us to address them in real time.
If unresolved, a written complaint must be submitted within fourteen (14) days of completion. Submission of a complaint does not automatically entitle the Client to compensation.

PHOTOGRAPHY & MARKETING Tours By Acacia may use photographs or videos taken during Tours or Itineraries for marketing purposes unless the Client notifies us in writing prior to travel.

WEBSITE CONTENT & INTELLECTUAL PROPERTY All website content and materials, including text, images, itineraries, logos, branding, and trademarks, are the property of Tours By Acacia or its licensors. Unauthorized use is prohibited.

SEVERABILITY If any provision of these Terms & Conditions is found to be unenforceable, the remaining provisions shall remain in full force and effect.

GOVERNING LAW & JURISDICTION These Terms & Conditions are governed by Portuguese law. Any disputes shall be subject to the exclusive jurisdiction of the courts of Lisbon, Portugal.

ENTIRE AGREEMENT These Terms & Conditions constitute the entire agreement between the Client and Tours By Acacia and supersede all prior communications.

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