Terms and Conditions

Effective date: May 8, 2026

These Terms and Conditions govern the use of services provided by GoToo Trips & Transfers, a brand of Trilhos Voadores Unipessoal Lda, VAT 517009382, registered office: Rua 28 de Setembro N4, 2715-132 Cortegaça, Sintra, Portugal. The company holds licenses RNAVT 10586 (Travel Agency) and RNAAT 708/2022 (Tour Operator), issued by Turismo de Portugal. Contact: geral@gotoo.pt.

By placing a booking, using our website, or engaging with our services, you acknowledge that you have read these Terms in full, understand them, and agree to be bound by them. If you do not accept these Terms, you must not make a booking or use our services.

1. Definitions

“Company”, “GoToo”, “we”, “us”, “our”: GoToo Trips & Transfers, brand of Trilhos Voadores Unipessoal Lda.
“Client”, “you”, “your”: Any individual or legal entity that requests, books, pays for, or uses our services.
“Service”: Any transfer, intercity transport, guided tour, chauffeur service, ancillary service, or travel brokerage offered by GoToo.
“Booking”: A reservation placed via our website, by e-mail, phone, messaging platform, or through a partner channel.
“Voucher”: The confirmation e-mail or document containing the details of the booked service.
“Force Majeure”: Events beyond the reasonable control of the Company, including but not limited to extreme weather, natural disasters, wars, strikes, riots, road closures, pandemics, public authority actions, or severe traffic accidents.
“Partner”: Any third-party provider subcontracted or referred by the Company to deliver or support the Service.
“Working day”: Monday to Friday, excluding national public holidays in Portugal.

2. Scope of Services

GoToo provides private transfers, intercity transportation, hourly chauffeur services, guided tours and experiences, and travel brokerage via its websites and authorized channels. Services are offered primarily in Portugal but may include cross-border services where legally permitted and when expressly agreed in writing.

Bookings created on gotoo.pt are governed by these Terms. Where a service includes both a GoToo-operated component (e.g., transfer) and another travel component, the respective terms of each component apply cumulatively. In case of conflict, the stricter condition that better safeguards operational safety and legal compliance shall prevail.

3. Eligibility and Client Responsibilities

You must be 18 years or older to place a booking. For minors, the booking must be placed by a parent or legal guardian.
You must provide true, complete, and up-to-date information at the time of booking, including passenger names, pick-up address, destination, dates, times, flight numbers, luggage details, special assistance needs, and children’s ages for car seats.
You agree to comply with all safety rules, including seat belt use, child restraint systems, and lawful conduct during the ride or tour.
You agree to be present and ready at the scheduled pickup time and location indicated on the Voucher.
You agree not to smoke, vape, consume alcohol, or eat inside the vehicle unless explicitly authorized by the driver.
You agree to follow the lawful instructions of the driver or guide at all times and to treat staff with courtesy and respect.

4. Booking Process and Contract Formation

Request: You submit a service request via our website form, e-mail, phone, or partner channel.
Offer: We provide a quotation with the service description, price, inclusions, and any special conditions.
Acceptance: A contract is formed when you confirm acceptance of the quotation and pay the applicable deposit as instructed.
Confirmation: We issue the Voucher by e-mail. Please review it carefully. Any error must be reported within 24 hours of receipt or before the service start, whichever occurs first.

If payment is not received within the specified time limit, the booking may be automatically cancelled. Any prior price indication or availability is not guaranteed until the Voucher is issued.

5. Prices, Taxes, and Surcharges

All prices are stated in euros (€) and, unless otherwise indicated, are inclusive of VAT, fuel, tolls, and mandatory passenger insurance for the transport segment.
We may correct manifest errors, update prices due to tax changes, or reflect significant and unforeseen increases in direct costs (e.g., fuel, tolls, insurance). If the final price increases by more than 8% versus the confirmed amount, you may cancel with a full refund of amounts paid for the affected Service.
Night and weekend surcharge: a +20% operational surcharge may apply to late-night or weekend transfers, as stated in the quotation or Voucher.
Out-of-route stops, diversions, waiting beyond the included tolerance, or extra handling (e.g., special luggage) may generate additional charges at the rates in force.
Quotes are valid for the period indicated. If no period is indicated, quotes are valid for 7 calendar days.

6. Payment Terms

6.1 Direct Website Bookings (B2C)

At checkout, you choose a deposit between 10% and 100% of the total price. The booking is confirmed upon receipt of the chosen deposit amount.
The remaining balance must be paid no later than 7 days before the service date.
Accepted methods: those indicated on the website or quotation (e.g., debit/credit cards, wire transfer, MB Way). Cash is not accepted unless expressly agreed in writing.
Failure to pay the balance within the specified period may result in automatic cancellation without refund of the deposit.

6.2 Agency / Operator / Corporate Bookings (B2B)

20% non-refundable deposit due on award/confirmation (invoice issued).
80% balance due no later than 7 days before the service date.
Late or missing balance may lead to automatic cancellation without refund of the deposit.

7. What Is Included / Not Included

Included (unless specified otherwise on the Voucher):

Private vehicle and professional driver for the booked route or hours.
Fuel, tolls, and mandatory passenger insurance during the transport segment.
Airport pickup waiting time: up to 90 minutes from the actual landing time when the flight number was provided in advance and appears on the Voucher.
One regular suitcase and one carry-on per passenger, within vehicle capacity.

Not included (unless explicitly stated on the Voucher):

Parking fees at attractions, entrance tickets, meals, guides, and personal expenses.
Child seats unless pre-requested and confirmed on the Voucher. Booster cushions may be available at no extra cost, subject to availability.
Special luggage handling for oversize or out-of-gauge items (e.g., surfboards, bicycles, golf bags, musical instruments).
Additional stops, detours, or route changes not specified in the Voucher.

8. Luggage and Special Items

Luggage must fit safely inside the vehicle without obstructing the driver’s visibility or violating safety rules. The driver may refuse items that cannot be safely accommodated.
Please inform us in advance of any oversize or out-of-gauge items. Extra charges or a larger vehicle may be required. If not pre-advised, we may refuse transport of such items without refund.
Clients are responsible for the loading, unloading, and supervision of their belongings. The Company is not liable for wear, scratches, or damage inherent in normal handling by the client.
Lost property found in the vehicle will be handled according to our lost-and-found procedure. Postage/courier costs to return items are borne by the client.

9. Child Safety and Seats

Children under 12 years or under 135 cm must use an appropriate child restraint system. You must provide children’s ages at the time of booking so that the correct seat can be arranged.
If a required child seat is not available due to missing age information or late notice, the service may be refused without refund, for legal and safety reasons.
Child seats are subject to availability and must be confirmed on the Voucher.

10. Pets and Service Animals

Pets may be transported only if requested in advance and confirmed in writing. Animals must travel in suitable carriers. Cleaning or damage caused by animals will be charged to the client.
Service animals accompanying passengers with disabilities are accepted in accordance with applicable law. Please inform us at booking so we can plan the appropriate vehicle.

11. Accessibility and Wheelchair Users

Please notify us at booking if any passenger uses a wheelchair or requires specific assistance so we can assign a suitable vehicle and trained staff where available.
We aim to accommodate mobility needs. Availability depends on fleet allocation and must be confirmed in writing on the Voucher.
For non-foldable wheelchairs or powered devices, dimensions and weight must be provided in advance. If the equipment cannot be safely secured, transport may be refused without refund.

12. Pickup, Waiting Time, and Delays

Non-airport services: a waiting tolerance of 15 minutes applies from the scheduled pickup time. Beyond this, waiting time charges apply at the current rate. If waiting is not possible due to scheduling constraints, the driver may leave and the service will be considered used without refund.
Airport services: when the flight number was provided in advance and appears on the Voucher, we include up to 90 minutes of waiting from the actual landing time. Beyond this, waiting time is charged at the current rate, subject to driver availability.
Flight diversions, missed connections, or extraordinary delays may require a reschedule fee or a new booking depending on driver and vehicle availability.
The client must keep the phone switched on on arrival and check messages. If we cannot reach you and you do not appear at the pickup point within the waiting window, the service will be treated as a no-show.

13. Conduct and Right to Refuse Service

We may refuse or discontinue service to any passenger who appears intoxicated, is using illegal substances, behaves abusively or violently, refuses to wear a seat belt, or otherwise jeopardizes safety.
Smoking and vaping are strictly prohibited inside the vehicle.
Damage to the vehicle, excessive soiling, or biohazard clean-up will be charged at the actual remediation cost plus downtime and administrative fees.

14. Changes, Cancellations, and Refunds

All cancellation and change requests must be made in writing by e-mail to geral@gotoo.pt. The effective time is when we acknowledge receipt.

14.1 Direct Website Bookings (B2C)

When you cancel	What you pay	What you recover
More than 8 days before	Deposit only	Any balance already paid
Between 8 days and 48 hours before	50% of total price	Remaining balance if already paid
Less than 48 hours before or no-show	100% of total price	No refund

Rescheduling is possible up to 48 hours before the service, subject to availability. A fare difference or administrative fee may apply.

14.2 Agency / Operator / Corporate Bookings (B2B)

When you cancel	What you pay	What you recover
More than 8 days before	20% deposit retained	Any balance already paid
Between 8 days and 48 hours before	50% of total price	Remaining balance if already paid
Less than 48 hours before or no-show	100% of total price	No refund

Rescheduling is possible up to 8 days before the service, subject to availability and potential cost adjustments.

14.3 Cancellation by GoToo

In cases of Force Majeure, vehicle unavailability due to safety, or other events that prevent safe execution, we may cancel or reschedule.
Client may choose to reschedule without fees or receive a full refund of the amounts paid for the affected Service. No liability for consequential losses.

14.4 Refund Processing

Refunds are processed within 10 working days after confirmation, to the original payment method whenever possible.

15. Multi-Stop Itineraries and Hourly Services

For itineraries with multiple stops, the route and timing set in the Voucher will guide the service. Deviations requested on the day are subject to driver approval, safety, and time constraints, and may incur additional charges.
For hourly bookings, the service begins at the scheduled start time and ends at the scheduled end time as per the Voucher. Overtime may be billed in 30-minute increments or 1-hour blocks at the rate in force, subject to vehicle and driver availability.

16. Subcontracting and Partners

We may subcontract services to qualified Partners who comply with legal and quality standards. We remain the contractual point of contact for the client unless otherwise indicated.
If a Partner is engaged for part of the Service, the Partner’s specific conditions may also apply to that component. We will communicate these conditions where relevant.
We are not liable for acts or omissions of third parties outside the scope of the contracted Service. Our maximum liability remains limited to the amounts paid to us for the affected Service.

17. Travel Brokerage

When a booking includes additional travel components, supplier terms may apply to that component. We will communicate such terms where relevant.
Supplier-imposed penalties, reissue fees, fare differences, or cancellation charges will be passed through to the client.

18. Insurance and Liability

Our vehicles carry mandatory passenger insurance in compliance with Portuguese law. Coverage applies only during the transport segment and under lawful use.
We are not liable for indirect or consequential losses, including missed flights, lost business, or loss of enjoyment.
Our total aggregate liability, whether in contract, tort, or otherwise, is capped at the total price paid for the affected Service.
Nothing in these Terms excludes liability that cannot be excluded under applicable law.

19. Complaints and Disputes

If you have a concern during the Service, notify the driver or our dispatch immediately so we can attempt to resolve it in real time.
Formal complaints must be submitted by e-mail to geral@gotoo.pt or through the Portuguese Online Complaints Book.
The deadline to file a complaint is 30 days from the service date. We will reply within 15 working days.
Disputes may be submitted to the Lisbon Consumer Arbitration Center without prejudice to the right to bring an action in the competent judicial courts.
These Terms and any dispute arising hereunder are governed by Portuguese law.

20. Data Protection (GDPR)

We process personal data to manage bookings, perform the contract, comply with legal obligations, and handle customer support.
We apply appropriate technical and organizational measures to protect data against unauthorized access, alteration, or loss.
We retain data only as long as necessary for the purposes collected, statutory retention, or defense of legal claims.
You may exercise your rights of access, rectification, erasure, restriction, and portability by contacting geral@gotoo.pt.
For payment processing, we do not store full card details on our systems. Transactions are handled by secure payment processors.

21. Cookies and Website Use

Our websites may use cookies and similar technologies to improve user experience, analytics, and security.
By using our websites, you consent to the use of cookies as described in our Cookie Policy.
We may include links to third-party websites. We are not responsible for their content, security, or privacy practices.

22. Intellectual Property

All content on our websites, including text, logos, images, and design, is owned by us or licensed to us and is protected by intellectual property laws.
You may not copy, distribute, modify, or create derivative works without our prior written consent.

23. Fraud, Abuse, and Misconduct

We may cancel or refuse bookings we reasonably suspect to be fraudulent, abusive, or in breach of these Terms.
We may block future bookings by clients who have engaged in abusive behavior, no-shows, chargeback abuse, or repeated policy violations.
We collaborate with authorities as required by law and may share relevant data to investigate fraud.

24. Force Majeure

We are not responsible for failure or delay in performing obligations due to Force Majeure. In such cases we may cancel or reschedule the Service. Refunds are limited to amounts paid for the affected Service.
Where reasonable and safe, we will use best efforts to propose alternative arrangements. Additional costs may apply and will be agreed in writing.

25. Amendments and Version Control

We may amend these Terms at any time. The latest version will be published at /terms-and-conditions/.
Changes apply to bookings made after the effective date, unless a change is required by law or for safety reasons.