Service Delivery Policy
I. Introduction
This Service Delivery Policy aims to establish, clearly, transparently and professionally, the terms and conditions applicable to the services offered by A&D Morabeza Getaway, including transfers, tours, excursions, hotel reservations, tourist activities and travel packages in Cape Verde.
The company is committed to operating with high standards of quality, responsibility, organisation and transparency, ensuring that all clients receive appropriate support before, during and after use of the contracted services.
By placing a booking with A&D Morabeza Getaway, the client acknowledges and fully accepts the provisions set out in this policy.
II. Booking Confirmation and Formalisation
Service delivery begins upon official confirmation of the booking by the company, after receipt of full payment for tours and transfers or partial payment for hotels and packages, in accordance with the conditions previously agreed between the parties.
After validation of the booking, the company undertakes to send the client all information necessary for proper use of the contracted service, including vouchers, itineraries, operational details, schedules, meeting points, partner information and other elements relevant to service execution.
Confirmation may be sent by email, WhatsApp or other official communication channels used by the company.
III. Transfer Services
Transfer services provided by A&D Morabeza Getaway will be carried out on the dates, times and locations previously agreed with the client at the time of booking.
The company undertakes to ensure punctuality, safety and professionalism of the services provided, using partners, drivers and operators duly authorised to carry out their activities.
The client must provide correct and up-to-date information regarding flights, hotels, pick-up location and other details necessary for service execution. The company cannot be held liable for failures resulting from incorrect, incomplete information or information provided outside the appropriate timeframe.
In cases of delays related to flights, weather conditions, traffic congestion, government restrictions or any force majeure circumstances, the company will make all reasonable efforts to minimise operational impacts and find appropriate solutions for the client and the company.
IV. Tours, Excursions and Activities
Tours, excursions and tourist activities will be carried out in accordance with the itineraries published at the time of booking and in the platform description, with reasonable adjustments possible due to operational, weather, logistical or safety reasons.
A&D Morabeza Getaway undertakes to ensure that services are delivered by qualified professionals and duly selected partners, seeking to provide the client with a safe, well-organised and high-quality experience.
The company reserves the right to partially change itineraries, schedules, activity sequences or partner suppliers whenever such changes are necessary to ensure participant safety or operational viability of the service, without this constituting a breach of contract.
V. Hotel Accommodation Reservations
In the context of accommodation services, A&D Morabeza Getaway acts as an intermediary between the client and partner hotel establishments.
Reservations are always subject to availability confirmed by hotels, with the specific conditions defined by each establishment applying regarding check-in and check-out times, internal policies, cancellations and use of facilities.
The company cannot be held liable for operational decisions exclusively made by partner hotels, including overbooking, internal changes, temporary closures or limitations imposed by the establishments themselves.
VI. Travel Packages
Tourist packages marketed by the company may include, among other services, accommodation, transfers, excursions, recreational activities, tourist assistance and complementary services.
All elements included in the package will be communicated to the client before final confirmation of the booking.
In exceptional situations, the company may replace certain services or partners with equivalent alternatives, provided that such replacement does not substantially compromise the overall quality of the experience acquired by the client.
VII. Client Responsibility
It is the client's responsibility to provide true, complete and up-to-date information necessary for the proper delivery of contracted services.
The client must respect defined schedules, operational guidance provided by the company, as well as applicable legal and behavioural standards during activities.
The company reserves the right to refuse service to clients whose behaviour puts the safety, integrity or well-being of third parties at risk, without entitlement to a refund.
VIII. Limitation of Liability
A&D Morabeza Getaway cannot be held liable for delays, changes, cancellations or failures in service delivery resulting from force majeure situations, including but not limited to natural phenomena, adverse weather conditions, strikes, government restrictions, accidents, conflicts, health issues or any unforeseeable circumstances beyond the company's reasonable control.
IX. Final Provisions
This Delivery Policy may be updated or amended whenever necessary, without prior notice, with the version in force on the date of booking confirmation prevailing.
Any omitted situations will be analysed individually by the company's management, based on the principles of good faith, transparency and reasonableness.
Refund Policy
I. General Principles
This Refund Policy defines the criteria applicable to requests for return of amounts related to services provided by A&D Morabeza Getaway.
The company undertakes to analyse all requests fairly, transparently and professionally, while respecting both client rights and financial commitments assumed with partners and suppliers.
II. Refund Eligibility
The client may be entitled to a partial or full refund when cancellation occurs within acceptable timeframes defined by the company or when the service cannot be provided due to direct responsibility of A&D Morabeza Getaway.
Refund eligibility will also depend on the nature of the booked service, conditions imposed by partner suppliers and administrative costs already incurred.
III. Situations Not Eligible for Refund
No refund will be given in cases of client no-show, withdrawal after partial use of services, failure to comply with operational instructions, delays attributable to the client or cancellations made outside reasonable timeframes defined by the company. A 100% cancellation fee will be charged if the booking is cancelled 1 day or less before the activity.
Likewise, expenses already paid to external partners may not be recoverable.
IV. Request Procedure
Refund requests must be submitted formally through the company's official channels, such as email, platform or WhatsApp, including the elements necessary for analysis, namely client identification, booking reference and grounds for the request.
The company may request additional documentation whenever necessary to validate the situation presented.
V. Refund Processing
After approval of the request, the refund will be processed through the same payment method used by the client or by another means agreed between the parties.
Processing times may vary depending on financial institutions, payment platforms and applicable administrative procedures, with a duration of 5 to 7 business days.
VI. Administrative Costs and Fees
The company reserves the right to deduct administrative fees, bank costs, payment platform charges and other operational expenses actually incurred in the provision of the service.
VII. Force Majeure
In force majeure situations, including natural phenomena, government restrictions, health crises, flight cancellations or unforeseeable events beyond the company's control, refund requests will be assessed individually, seeking balanced and reasonable solutions for both parties.
VIII. Final Provisions
Use of A&D Morabeza Getaway services implies full acceptance of this Refund Policy.
The company reserves the right to amend or update this policy whenever necessary, with the version in force on the date of the client's booking always prevailing.
Cancellation Policy
I. Introduction
This Cancellation Policy establishes the rules applicable to cancellation requests related to services provided by A&D Morabeza Getaway, ensuring transparency, operational organisation and protection of the interests of both parties.
II. Cancellation at Client's Initiative
The client may request cancellation of contracted services through formal communication via the company's official channels: email, WhatsApp or on the platform.
Cancellation requests will be subject to analysis of the timeframe in which they are made, as well as the specific conditions applicable to the booked services and suppliers involved.
The closer to the service date, the greater the operational costs already incurred by the company may be, including reservations, payments to partners, availability blocks and administrative expenses.
III. Tours, Excursions and Activities
Cancellations related to tours, excursions and activities may be subject to partial or full retention of amounts paid, depending on how far in advance the request is made and operational commitments already assumed by the company.
In cases of client no-show at the agreed location or time, the service will automatically be considered as delivered, without entitlement to a refund.
IV. Transfers
Transfer services require advance logistical organisation, including route planning, driver allocation and vehicle reservation.
For this reason, cancellations made at short notice may result in non-recoverable administrative and operational costs.
V. Hotel and Package Reservations
Hotel reservations and tourist packages are also subject to the specific policies of partner suppliers, including hotels, tour operators and other service providers involved. Cancellation will be carried out in accordance with hotel cancellation policies.
The company will act as an intermediary in managing the cancellation but cannot guarantee exemption from penalties imposed by third parties.
VI. Cancellation by the Company
A&D Morabeza Getaway reserves the right to cancel services in situations related to safety, adverse weather conditions, operational unavailability, force majeure or any circumstance that prevents adequate delivery of the service.
In such situations, the company will seek to offer reasonable alternative solutions, including rescheduling, credit or eventual full refund of the amount, as applicable.
VII. General Provisions
All cancellation requests must be formalised in writing through the company's official channels.
Requests will be analysed individually, considering the nature of the contracted service, costs involved and operational conditions existing on the date of the request, subject to final approval by the company.