TERMS AND CONDITIONS

Cancellation & Amendment Policy – Wonder Van

At Wonder Van, we understand that plans can change and unexpected situations may arise. Whenever possible, we aim to find fair solutions for our guests while also respecting the commitments made with guides, vehicles, partners and suppliers.

For this reason, the following cancellation and amendment conditions apply to bookings made directly with Wonder Van.

1. Cancellations by the Customer

More than 30 days before the service date

The customer may choose between:

— A full refund of the amount paid; or
— Full credit towards another Wonder Van service.

Between 15 and 30 days before the service date

The customer may choose between:

— A 50% refund of the amount paid; or
— Full credit towards rescheduling the service to a new date, subject to availability.

Between 24 hours and 15 days before the service date

No refund will be issued. However, a credit corresponding to 50% of the amount paid may be granted for future use, subject to the booking conditions and availability.

Less than 24 hours before the start of the service

No refund, credit or rescheduling will be available, regardless of the reason for cancellation.

No-show

If the customer fails to attend at the agreed date, time and location, no refund, credit or rescheduling will be provided.

Withdrawal after the service has started

If the customer voluntarily decides to interrupt or leave the experience after it has started, no refund or credit will be provided for the unused portion of the service.

Tickets and Pre-Purchased Services

Tickets for monuments, attractions, meals, activities or any other third-party services purchased in advance by Wonder Van may be subject to the individual cancellation conditions of each supplier.

Whenever these costs are non-refundable, they cannot be refunded to the customer, regardless of when the cancellation or amendment is requested.

Bookings Made Through External Platforms

Bookings made through external platforms, including OTAs or other sales partners, are subject to the cancellation and amendment policy of the platform through which the booking was made.

In these cases, any cancellation, amendment or refund request must be handled directly through the respective platform.

2. Booking Amendments

Requests to change the date, starting time, number of participants, itinerary, included services or any other relevant booking details must be communicated as early as possible and will always be subject to availability.

Date changes may be requested up to 30 days before the service, subject to availability on the new requested date.

Rescheduling requests submitted less than 24 hours before the service will not be accepted.

Increases in the number of participants will be subject to vehicle capacity, operational availability and any applicable price adjustment.

In the event of a reduction in the number of participants, the cancellation conditions corresponding to the date on which the change is requested may apply.

Whenever an amendment involves costs already incurred by Wonder Van, supplier reservations, tickets, meals, activities or other non-refundable services, these amounts will remain payable.

Administrative Fees and Significant Amendments

Significant or repeated amendments to an already confirmed booking — including changes to the itinerary, schedules, number of participants, logistics, vehicles, meeting points or contracted services — may require additional administrative and operational work.

In such cases, Wonder Van reserves the right to apply an administrative fee or minimum service charge to cover the additional work required to reorganise and manage the booking, as well as any operational costs already incurred.

Any applicable fee will be determined according to the nature and complexity of the requested amendments and will be communicated to the customer whenever applicable.

Amendments requested close to the service date will be assessed individually and cannot be guaranteed, even when the customer is willing to pay an additional amount or administrative fee.

3. Cancellations or Amendments by Wonder Van

Although we make every effort to provide each service as originally booked, exceptional circumstances may occasionally require us to modify or cancel an experience.

Such circumstances may include, but are not limited to:

— Weather or environmental conditions that may compromise safety
— Closure or restricted access to specific areas
— Unexpected operational or logistical circumstances
— Restrictions or decisions imposed by local authorities
— Force majeure or other circumstances beyond Wonder Van’s reasonable control

Whenever Wonder Van cancels an entire service before it begins, the customer may, depending on the circumstances, choose between:

— A full refund of the amount paid
— Full credit for future use
— Rescheduling to another available date
— Replacement with another equivalent service, subject to availability

When only part of the itinerary becomes unavailable due to external circumstances, we will always endeavour to adapt the experience and provide the best available alternative, maintaining the general duration and quality of the booked service whenever possible.

The closure of a monument, road or specific area by decision of the authorities does not automatically constitute cancellation of the service, provided that the experience can continue with a suitable alternative.

If a service that has already started must be interrupted by Wonder Van and no suitable alternative can be provided, the situation will be assessed individually, taking into consideration the portion of the service already delivered and any costs already incurred.

4. Groups and Private Events

Bookings for groups, private events or customised services may be subject to specific conditions stated in the respective quotation or booking confirmation.

For larger groups, a deposit of between 30% and 50% of the total booking value may be required to confirm the reservation.

Unless otherwise stated in the commercial proposal, the remaining balance must be paid no later than 30 days before the service date.

Amounts corresponding to suppliers, activities, tickets, meals, logistics or services specifically contracted for the group may become non-refundable once they have been purchased or confirmed.

For group bookings or customised events, repeated or significant amendments after confirmation may be subject to an additional administrative fee, particularly when they require changes to itineraries, schedules, logistics, contracted resources or documentation.

Where specific conditions have been agreed in writing for a particular group, event or customised service, those conditions will take precedence over the general Cancellation & Amendment Policy.

5. How to Request a Cancellation or Amendment

All cancellation and amendment requests must be submitted in writing by email to:

📩 [email protected]

Please include the name used for the booking and the booking reference number, whenever available.

For the purposes of this policy, the date and time on which the written request is received by Wonder Van will be considered.

Approved refunds will be processed by Wonder Van within a maximum of 5 business days, using the same payment method used for the original booking.

Once the refund has been processed, the time required for the funds to become available may vary depending on the bank, card issuer or payment platform used.

Should you have any questions regarding your booking, our team will be happy to assist you.

Wonder Van 🚐✨

📩 [email protected] | 📞 +351 963 667 660 | 🌍 www.wondervan.pt