1. What services this policy covers

This policy applies to services ordered, booked or paid through Porta, including: additional accommodation services (breakfast, late check-out, early check-in), transfers, tours and excursions, boat, scooter or bike rental, local activities and experiences, special packages and decorations, and any bookings confirmed by deposit through Porta.

This policy does not affect the cancellation terms for your accommodation reservation itself. For accommodation cancellations, the terms of your booking platform apply — Booking.com, Airbnb, direct booking or other.

2. Who provides the service

Accommodation services — breakfast, late check-out, early check-in, cleaning, laundry or special packages are provided by your accommodation. Cancellation and refund rules for these services are set by the property.

Local partner and third-party services — tours, excursions, transfers, equipment rental and local activities are provided by local partners, tour operators or other providers. Porta may enable display, booking, deposit payment and communication, but the end provider is responsible for service delivery.

3. Deposit payments

For tours, activities and certain additional services, you pay a deposit through Porta. The deposit is part of the total service price — not a separate booking fee. Before payment you will be shown: total service price, deposit amount payable through Porta, remaining amount payable directly to the provider, how and when the remainder is paid, who the end provider is, and the deposit refund terms.

Porta can only refund the deposit amount paid through Porta. Amounts paid directly to the agency, tour operator or local partner must be resolved directly with that provider.

4. Cancellation by the guest

If you wish to cancel, contact us or the end provider as early as possible. A refund depends on the service type, cancellation timing, the terms shown with the service, whether the service has been confirmed or prepared, and any costs incurred by the provider.

Unless stated otherwise with the service:

• Cancellation at least 48 hours before the service — a deposit refund may be possible
• Cancellation less than 48 hours before the service — the deposit may be non-refundable
• No-show — the deposit is generally non-refundable

Stricter terms may apply for private tours, personalised packages or services requiring advance preparation — these will be clearly shown with the service.

5. Cancellation by the provider

If the accommodation, local partner or other provider cancels a confirmed service, you will be offered one or more of the following: a new date, an alternative service, a partial refund, or a full refund of the amount paid through Porta. If the provider cannot deliver a confirmed service for reasons not caused by the guest, you are generally entitled to a refund of the amount paid through Porta.

6. Weather and safety

Some services depend on weather conditions, sea state, safety conditions, traffic, equipment availability or other circumstances beyond the control of the guest, Porta or the provider — particularly boat trips, cave and sea tours, outdoor activities, transfers and activities with a minimum number of participants.

The provider may change the route, departure time, duration, meeting point or programme if required for safety or feasibility. The final safety decision rests with the end provider, skipper, guide or captain. If a service must be cancelled for weather or safety reasons, you will generally be offered a new date or a refund of the amount paid through Porta.

7. Late arrival and no-show

You are responsible for arriving at the agreed meeting point on time. The provider is not always required to wait if your delay would affect other guests, safety, the schedule or service delivery. If you do not appear or arrive too late, this may be treated as a no-show — in which case the deposit or paid amount is generally non-refundable.

8. Special and personalised services

For services prepared specifically for you, refunds may be limited once preparation begins — including decorations, birthday or romantic packages, cakes, flowers and balloons, private transfers and tours, or equipment and staff reserved specifically for your booking. If the service has already been prepared, purchased or reserved for you, a refund may be partial or unavailable, unless the provider cancels.

9. Breakfast, late check-out and property services

Property services are subject to the property's own rules. Unless stated otherwise: breakfast may only be cancelled by the deadline set by the property; late check-out depends on availability and is not confirmed until the property confirms it; early check-in depends on room availability; if the property cannot deliver a confirmed and paid service, you are entitled to a refund for that service; if you do not use a confirmed service without timely cancellation, a refund may be declined.

10. Refund processing

Approved refunds are returned via the same payment method used for the original payment, unless agreed otherwise. Processing time depends on your bank, card issuer or payment processor — Porta cannot accelerate processing once a refund has been sent to the payment processor. If you paid part of the amount directly to the accommodation, tour operator or another partner, that portion must be resolved directly with that provider.

11. When a refund may be declined

• You cancel after the permitted deadline
• You do not appear or arrive too late for the service to be delivered
• You do not follow the provider's safety instructions
• You provide inaccurate or incomplete data
• The service has already been delivered or prepared specifically for you
• The terms shown with the service clearly state the amount is non-refundable
• There is suspicion of fraud, misuse or unauthorised payment

12. Chargebacks and payment disputes

If you have a problem with a payment, cancellation or service, please contact us before initiating a chargeback with your bank or card issuer. If a chargeback is initiated, Porta may temporarily suspend refund processing until the dispute is resolved. In the event of a chargeback, we may provide the bank with relevant information including the booking confirmation, cancellation terms, communications, proof of service and payment status.

13. Consumer rights

Nothing in this policy limits consumer rights that cannot be excluded under applicable law. EU consumers may have a 14-day right of withdrawal for certain online purchases. However, this right does not always apply to services related to accommodation, transport, vehicle rental or leisure activities to be performed on a specific date. For tours, excursions, transfers, special property services and dated activities, the cancellation terms shown with the specific service apply, unless mandatory law provides otherwise.

14. How to request a cancellation or refund

Contact us as early as possible and include: full name, accommodation name and stay dates, service name and date, payment confirmation if available, reason for the request, and preferred outcome — new date, change or refund. If the request relates to a third-party service, we may need to forward it to the end provider for confirmation.