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Four Senses – Cancellation and Refund Policy

This Cancellation and Refund Policy governs the procedures applicable to the purchase of tickets and management of reservations for the Four Senses experience, and applies to all sales channels:

By purchasing tickets or booking an experience at Four Senses, the customer agrees to the terms and conditions set out in this policy.

This policy is complemented by the following documents:

  • Accessibility, Safety and Health Policy: Covers accessibility conditions and safety regulations
  • Participation and Conduct Rules: Outlines expected behaviour during experiences
  • General Terms and Conditions: Defines general conditions for website use and experiences
  • Privacy and Cookies Policy: Explains how personal data is processed during booking and purchase

By proceeding with the purchase or reservation, the customer confirms awareness and acceptance of all the above policies.

This Cancellation and Refund Policy governs the procedures applicable to the purchase of tickets and management of reservations for the Four Senses experience, and applies to all sales channels: By purchasing tickets or booking an experience at Four Senses, the customer agrees to the terms and conditions set out in this policy. This policy is complemented by the following documents:
  • Accessibility, Safety and Health Policy: Covers accessibility conditions and safety regulations
  • Participation and Conduct Rules: Outlines expected behaviour during experiences
  • General Terms and Conditions: Defines general conditions for website use and experiences
  • Privacy and Cookies Policy: Explains how personal data is processed during booking and purchase
By proceeding with the purchase or reservation, the customer confirms awareness and acceptance of all the above policies.

1. General Conditions for Cancellation and Rescheduling

1.1. Cancellation by the customer:

  • May be requested up to 48 hours before the scheduled session to receive a full refund.
  • Cancellations requested after this deadline will not be accepted and the payment will be forfeited.


1.2. Rescheduling by the customer:

  • May be requested up to 24 hours before the scheduled session, subject to availability.
  • Requests outside this timeframe will not be accepted.


1.3. No-show (failure to appear):

  • In case of no attendance without prior notice or outside the rescheduling period, the customer will lose the right to a refund or rescheduling.


1.4. Cancellations or changes for groups:

  • Bookings for more than 10 participants must be cancelled or rescheduled at least 72 hours in advance.

2. Cancellation and Refund Procedures

2.1. All cancellation or rescheduling requests must be submitted through official channels:


2.2. Refund processing:

  • Refunds will be processed within 14 working days of cancellation confirmation.
  • The amount will be returned using the original payment method, unless otherwise agreed.


2.3. Additional fees and charges:

  • Refunds do not include administrative fees or charges applied by financial intermediaries, where applicable.

2.1. All cancellation or rescheduling requests must be submitted through official channels:


2.2. Refund processing:

  • Refunds will be processed within 14 working days of cancellation confirmation.
  • The amount will be returned using the original payment method, unless otherwise agreed.


2.3. Additional fees and charges:

  • Refunds do not include administrative fees or charges applied by financial intermediaries, where applicable.

3. Cancellation or Rescheduling Initiated by Four Senses

3.1. Four Senses reserves the right to cancel or reschedule sessions due to force majeure, unforeseen technical or operational issues, or safety concerns.


3.2. Affected customers will be contacted via:


3.3. Customers will be given the following options:

  • Reschedule free of charge
  • Full refund of the amount paid


3.4. If the customer does not respond within 7 working days, the session will be automatically rescheduled and the customer notified by email.

3.1. Four Senses reserves the right to cancel or reschedule sessions due to force majeure, unforeseen technical or operational issues, or safety concerns.


3.2. Affected customers will be contacted via:


3.3. Customers will be given the following options:

  • Reschedule free of charge
  • Full refund of the amount paid


3.4. If the customer does not respond within 7 working days, the session will be automatically rescheduled and the customer notified by email.

4. Participation Rules and Eligibility

4.1. The customer and all participants must comply with the Participation Rules available at https://four-senses.pt/en/terms-conditions-code-of-conduct/.


4.2. In the event of rule violations, delays over 15 minutes, or failure to meet health and safety requirements, Four Senses reserves the right to deny participation without refund or rescheduling.

5. Payment Methods and Reservation Confirmation

5.1. Accepted payment methods:

  • Website: Credit/debit cards; Online payments via Mbway and Google Pay
  • Phone/email: Bank transfer or in-person payment
  • Physical location: Cash or card payments


5.2. After payment, the customer will receive a confirmation email with reservation details. It is the customer’s responsibility to verify the information and report any errors immediately.

6. Storage and Processing of Related Data

6.1. Personal data collected during the booking, cancellation or rescheduling process will be processed in accordance with the Privacy and Cookies Policy available at https://four-senses.pt/en/privacy-cookies-policy/.


6.2. Four Senses will use this data exclusively for managing the experience and will retain it for up to 26 months, unless otherwise required by law.

7. Complaints and Dispute Resolution

7.1. Submitting complaints:


7.2. Response and resolution:

  • All complaints will be responded to within 10 working days, providing a solution or detailed justification.


7.3. Alternative dispute resolution:

  • If the proposed solution is not satisfactory, the customer may contact the National Centre for Information and Arbitration of Consumer Conflicts (CNIACC): https://www.cniacc.pt/pt/


7.4. Applicable law:

  • This policy complies with Decree-Law No. 24/2014, which regulates distance contracts, and other Portuguese legislation in force as of November 2024.

7.1. Submitting complaints:

  • Email: geral@four-senses.pt
  • Phone: (+351) 289 147 850
  • Include relevant details such as reservation number, experience date, and reason for the complaint


7.2. Response and resolution:

  • All complaints will be responded to within 10 working days, providing a solution or detailed justification.


7.3. Alternative dispute resolution:

  • If the proposed solution is not satisfactory, the customer may contact the National Centre for Information and Arbitration of Consumer Conflicts (CNIACC): https://www.cniacc.pt/pt/


7.4. Applicable law:

  • This policy complies with Decree-Law No. 24/2014, which regulates distance contracts, and other Portuguese legislation in force as of November 2024.
CONTACTS AND LOCATION

Phone:  (+351) 289 147 850*
* Call to national fixed network
Rua Rebelo da Silva 31
Faro, Portugal
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