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Covid-19 plan - Update on cancellation policy

We know that the recent Covid-19 virus has been causing global concern and we are all watching closely how this situation will develop.

From the very beginning we have been accompanying the situation and we fully understand these are not the perfect conditions to anticipate your next hiking holidays as these are times when we are very much focused on our families health and well-being. We empathise with all our travellers concerns, especially those who are about to join us for a ride in 2020, and we do not wish to expose anyone to a health risk, be it our guests or our guides.

Regarding the measures we have put into place so that we can contain the development of this pandemic, we have advanced the following measures, effective from the 12th March 2020 and for tours beginning April 1st to May 15th, 2020 in Europe.

- Our Lisbon office is currently closed until the 01st of April 2020;

- Meanwhile, our staff is working from home, and remain as available as always, on the following e-mail: hikewithus@walkingtoursportugal.com - we are here to answer all your questions via e-mail;

Update on our cancellation terms - Postponement option

Even though our cancellation policy still stands, due to the current situation, we are offering our guests the possibility to avoid cancellation fees, by asking for a postponement of their tour.

Postponement options for tours running from March 12th to April 12th, 2020*:

As we've been witnessing recent travel restrictions, we wanted to provide you with specific postponement options so you can keep your credit for future tours with us. The below information applies for all tours operated in Portugal, from March 12th to May 15th, 2020. For tours beginning on or after April 15th, 2020, see below(we will be revisiting it regularly – please contact us with questions about your specific departure dates and we will be happy to reply)

If you choose to postpone a departure or request a change in one of our standard self-guided or guided tours in Portugal because of Coronavirus concerns, the following terms will apply*:

  • If you choose to postpone your tour up to 60 days before the tour start date  - We will keep your entire deposit on account, to be used by Dec 31, 2021. This value would be yours to use in any Live Love Hike tour until the 31st of December 2021, and we would not charge any postponement penalty. The value that would remain on your account is not refundable, not transferable to other guests and subject to availability.
  • If you choose to postpone 60 to 31 days before the tour start date - We will keep, from what you have payed, an administrative fee of 500EUR per guest. The remaining value that you have payed until the date would be kept on your account, to be used by Dec 31, 2021. This value would be yours to use in any Live Love Hike tour until the 31st of December 2021. The value that would remain on your account is not refundable, not transferable to other guests and subject to availability.
  • 30 days or less before the tour start date, the postponement option would not be available. Our standard cancellation policy would apply.

If don't wish to postpone your tour, our standard cancellation terms apply.

 

Postponement options for tours running from April 12th to October 31st, 2020*:

To provide you with more flexibility throughout the year, we have decided to update our policy until the end of our season of 2020. The below information applies for all tours operated in Portugal, from April 12th to October 31st, 2020. Even though our standard cancellation policy applies (we will be revisiting it regularly – please contact us with questions about your specific departure dates and we will be happy to reply), we wanted to provide you with specific options regarding Covid-19 fears:

  • If you choose to postpone your tour up to 60 or more days before the tour start date - We will keep your entire deposit on account, to be used by Dec 31, 2021. This value would be yours to use in any Live Love Hike tour until the 31st of December 2021, and we would not charge any postponement penalty. The value that would remain on your account is not refundable, not transferable to other guests and subject to availability.
  • If you choose to postpone 60 to 31 days before the tour start date - We will keep, from your deposit, an administrative fee of 500EUR per guest. The remaining value that you have payed until the date would be kept on your account, to be used by Dec 31, 2021. This value would be yours to use in any Live Love Hike tour until the 31st of December 2021. The value that would remain on your account is not refundable, not transferable to other guests and subject to availability.
  • 30 days before the tour start date, the postponement option would not be available. Our standard cancellation policy would apply.

If don't wish to postpone your tour, our standard cancellation terms apply.

 

Live Love Hike cancellations*:

Live Love Hike does not typically cancel a trip once it is guaranteed. However, due to the ongoing Coronavirus situation, we will consider cancelling a trip in the 30 days prior to the tour start date based on information provided from the Portuguese Government or the Portuguese National Health Directorate (Direcção Geral da Saúde)

If Live Love Hike cancels a standard Guided or Self-Guided tour according to the information from one of the institutions above mentioned, the following options will apply*:

  • You may keep all your money on account for a future Live Love Hike tour or service to be used by December 31, 2021.

*please note that for Group or Custom Tours the terms may vary, and we will communicate them to each group individually. Also, please note that the price for future tours might differ.

We do hope the virus can be contained and that all those affected by it can recover safely. We will be accompanying the situation as it unfolds and will contact you in case any changes occur – please feel free to reach out to us at hikewithus@walkingtoursportugal.com if you have any further questions.

Stay safe,

The Live Love Hike team

 

Please check in this page as we will be revising it regularly – please contact us with questions about your specific departure dates at ridewithus@walkingtoursportugal.com and we will be happy to reply.

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European Offices

Live Love Hike
Avenida Infante D. Henrique, 311
1950-421
Lisbon - Portugal

Monday to Friday
09AM to 06PM
Telephone: 00351 217 590 365
Email: hikewithus @ livelovehike.pt 

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