Legal
Terms and Conditions
The service standards and responsibilities governing every confirmed booking.
Scope
These terms govern bookings made directly with R.O Tailored Travel, a trading name operated by Romantic Odyssey Lda., for transfers, airport pickups, chauffeur-by-hour services, private tours, and bespoke itineraries. A written corporate agreement or service-specific proposal may contain additional terms and will prevail where it expressly differs.
Contracting company
The contracting company is Romantic Odyssey Lda., NIF 517261480, registered office at Rua de Chibuto, Lote 410, R/C Esq., 1800-057 Lisboa, Portugal, telephone +351 919 732 224, email booking@rotailoredtravel.pt, licence reference 004/2023.
Making a booking
A booking is accepted when Romantic Odyssey Lda. issues written confirmation through an official email, account, or messaging channel. We may fulfil a confirmed service using our own operational resources or an appropriately licensed service partner. Guides, venue admission, tickets, accommodation, and other separately identified third-party components remain subject to their supplier's confirmation. The person booking confirms that they are authorised to accept these terms for all passengers included.
Accurate information
Clients must provide accurate contact, pickup, destination, date, time, flight or train, passenger, luggage, accessibility, and child-seat information. We are not responsible for a service failure caused by materially incorrect, incomplete, or late information, although we will make reasonable efforts to assist.
Prices and inclusions
The confirmation identifies the currency, VAT treatment, route, vehicle class, and included waiting time. A quoted fixed transfer should also identify whether tolls, airport meet and greet, parking, standard chauffeur expenses, cross-border costs, overnight driver costs, and exceptional long-distance expenses are included where relevant. Material extras will not be charged without a contractual basis disclosed before booking or the client's agreement to a later change.
Vehicle classes
References to Mercedes-Benz E-Class, S-Class, V-Class, BMW, Audi, or another model describe an expected category rather than a guaranteed make or model. We may provide a comparable or higher-class black vehicle where availability, maintenance, safety, or operational circumstances require it.
Pickup, waiting, and flight monitoring
Included waiting time begins at the point stated in the confirmation. Flight monitoring helps dispatch react to published delays but does not replace accurate flight details or the passenger's duty to remain contactable. Additional waiting beyond the included allowance may be charged at the confirmed rate.
Changes
A destination, date, duration, passenger count, or vehicle-class change may require a revised quotation and an operational adjustment by Romantic Odyssey Lda. or an appropriately licensed partner. We will not treat a requested change as accepted until confirmed in writing.
Passengers, luggage, and accessibility
The selected vehicle must safely accommodate all passengers, luggage, mobility equipment, and child restraints. Chauffeurs cannot exceed legal capacity or load a vehicle unsafely. Accessibility requirements should be disclosed before confirmation so that a suitable solution can be agreed.
Passenger conduct
Smoking, unlawful activity, dangerous conduct, harassment, and deliberate or reckless vehicle damage are prohibited. A chauffeur may pause or end a service where safety or legality is at risk. Reasonable cleaning, repair, or recovery costs attributable to a passenger may be charged with supporting evidence and subject to applicable consumer law.
Delays and events beyond control
Traffic, road closures, police controls, severe weather, strikes, accidents, flight disruption, and venue restrictions can affect travel. We plan with professional care and communicate material disruption, but cannot guarantee journey times where circumstances are outside reasonable control.
Partners and subcontracting
We may appoint vetted, appropriately licensed partners where needed to provide the confirmed service. We remain responsible to the client for obligations that cannot lawfully be excluded or transferred and require partners to meet the relevant service, confidentiality, and safety standards.
Payment and fraud controls
Payment is due as stated at checkout or in the proposal. Strong Customer Authentication may be requested by the payment provider. We may pause confirmation while a payment, identity, sanctions, or fraud concern is reasonably reviewed and may cancel where payment authorisation fails.
Cancellations and no-shows
Cancellation charges, refund eligibility, waiting allowances, and no-show treatment are governed by the Cancellation and Refund Policy presented before purchase and incorporated into the booking. Supplier-specific non-refundable elements will be identified where reasonably possible.
Liability
Nothing excludes liability that cannot legally be limited, including liability for death or personal injury caused by negligence, fraud, or mandatory consumer rights. Subject to those protections, liability will be assessed by reference to the confirmed service, reasonably foreseeable loss, the client's own acts, and events beyond reasonable control.
Lost property
We will make reasonable efforts to locate property reported promptly, but cannot guarantee recovery. Verified packaging, courier, storage, or delivery costs may be charged with the client's approval.
Law and disputes
Portuguese law applies without depriving an EEA consumer of mandatory protections available in their country of habitual residence. Clients should first contact us so that we can seek a prompt resolution and may then use the complaint and alternative dispute-resolution channels listed on the Complaints page.