Terms and Conditions

1. Preamble

These Terms and Conditions (hereinafter, the "Terms") govern the purchase of the Services made available on the WAVES & LOVE website and the associated mobile applications.

WAVES & LOVE, Unipessoal, Lda. is a single-member private limited company, with sole registration and corporate person number 519518225, registered with the Commercial Registry Office, with share capital of €1,000.00, with registered office at Rua Cidade de São Paulo, n.º 25, 4.º A, 2735-656 Agualva-Cacém, Sintra, Portugal, registered with the National Register of Travel and Tourism Agencies (RNAVT) under No. 13576, represented by its manager, Thomas Pierre Vesper, duly empowered for this purpose.

Under Decree-Law No. 17/2018, WAVES & LOVE participates in the Travel and Tourism Guarantee Fund and holds mandatory civil liability insurance with Allianz Portugal, policy No. 208287454, with cover of €75,000 per claim. The existence, activation or insufficiency of this cover does not limit WAVES & LOVE's legal liability towards the Participant, nor the Participant's mandatory rights.

These Terms form an integral part of the pre-contractual information legally required. They are made available to the Participant, before the Booking request is submitted, in a clear, understandable, clearly visible manner and in a format that allows their storage and reproduction; WAVES & LOVE keeps evidence of the version and date communicated.

At checkout, the Participant expressly accepts the identified version of these Terms through a positive action and a box that is not pre-ticked, after having had access to the text and the descriptions of the chosen Services. Acceptance does not imply waiver of mandatory rights nor create an irrebuttable presumption of knowledge of risks or fitness.

2. Definitions

• Activities — Actions, programs or initiatives implemented by local NGOs with social, humanitarian, educational or environmental impact.
• Terms and Conditions — A set of stipulations unilaterally pre-established by a seller or provider, intended to govern in a general and abstract manner the formation, performance and, where applicable, termination of contracts entered into with its customers, including, in particular, the methods of price determination, payment terms and various clauses organizing the allocation of risks and liabilities.
• NGO Contribution — a single overall percentage allocated to the partner NGO, chosen among 8%, 10%, 15%, 20%, 25% or 30% of the Base Price, with 8% being the mandatory minimum. The Base Price is the subtotal after discounts and before this contribution; the advertised minimum price always includes the 8%. The contribution forms part of the price of the Package Trip and follows the applicable refund regime.
• Unavoidable and extraordinary circumstances — a situation beyond the control of the party invoking it, the consequences of which could not have been avoided even if all reasonable measures had been taken, within the meaning of Decree-Law No. 17/2018.
• Local Partners — hotel establishments, NGOs and external providers that perform services integrated into the trip.
• Participant or Traveler — any person seeking to enter into a contract or entitled to travel under a Package Trip contract, within the meaning of Article 2(1)(q) of Decree-Law No. 17/2018.
• Platform — WAVES & LOVE's digital interface.
• Program — the detailed structure of the trip.
• Public Reviews — optional ratings and comments about destinations or missions, published in accordance with Article 23 and the Privacy Policy, without profiling or automatic access restriction.
• Tourist Service — any accommodation, transport, activity, experience or ancillary service integrated into the Program.
• Website — the website published by WAVES & LOVE, accessible at www.wavesnlove.com, as well as the associated mobile applications.
• Package Trip — a combination of tourist services under Decree-Law No. 17/2018, including accommodation, community activities, contributions, ancillary services and logistics.

3. Nature of WAVES & LOVE's Involvement

WAVES & LOVE acts as a travel and tourism agency, responsible for the organization, marketing and proper performance of the services included in the Package Trip, regardless of whether they are performed directly or by Local Partners.

WAVES & LOVE may use third parties for the performance of services, while remaining liable towards the Participant under Decree-Law No. 17/2018.

4. Pre-Contractual Information

Before the Participant is bound, WAVES & LOVE provides the applicable standard information form and the essential information required by Article 17 of Decree-Law No. 17/2018, including the characteristics of the trip, destination, itinerary, duration, accommodation, activities, administrative and health requirements, required documentation, total price and additional costs, payment terms, termination fees, traveler rights, assistance, insolvency and insurance.

The pre-contractual information referred to in Article 19(1) of Decree-Law No. 17/2018 forms part of the contract and may only be changed by express agreement before it is entered into. In the event of a discrepancy, mandatory rules prevail and, among legally permissible stipulations, the individually agreed condition, or the more specific and more favorable one for the Participant, prevails.

The pre-contractual information forms an integral part of these Terms.

5. Liability

5.1 Liability for the Performance of Services

Under Article 35 of Decree-Law No. 17/2018, WAVES & LOVE is liable to the Participant for the correct performance of all services included in the Package Trip, even when performed by Local Partners, without prejudice to its right of recourse against the responsible provider.

5.2 Legal Exclusions

WAVES & LOVE is only released from the duty to compensate, within the legally permitted limits, when it proves that the lack of conformity is attributable to the Participant, to a third party unconnected to the provision of the services and unforeseeable or unavoidable, or to unavoidable and extraordinary circumstances, without prejudice to the applicable duties of assistance, correction, price reduction and refund.

• an act attributable to the Participant, to the extent of the relevant causal link;
• an unforeseeable or unavoidable act by a third party unconnected to the provision of the services included in the contract;
• unavoidable and extraordinary circumstances, without excluding the effects the law attaches to them.

5.3 Unavoidable and Extraordinary Circumstances (Force Majeure)

For the purposes of these Terms, only a situation beyond the control of the party invoking it, and whose consequences could not have been avoided even with the adoption of all reasonable measures, constitutes an unavoidable and extraordinary circumstance. The following examples are only covered when they cumulatively meet this legal test:

• natural disasters (floods, storms, earthquakes, fires);
• epidemics, pandemics, health outbreaks or containment measures imposed by authorities;
• armed conflicts, acts of terrorism, political instability or public order disturbances;
• strikes, work stoppages, blockades or interruptions of essential services;
• government decisions, border closures, movement restrictions or sudden changes to entry requirements;
• serious failures of essential infrastructure, only when external, unavoidable and incapable of being overcome by reasonable measures;
• any other external event that effectively prevents performance and meets the legal test; the mere failure, unavailability, overbooking or default of a Local Partner is not, by itself, an unavoidable and extraordinary circumstance.

5.4 Effects of Force Majeure

The effects of an unavoidable and extraordinary circumstance depend on the timing, the impact and the right exercised, applying in particular Articles 25, 27 to 30 of Decree-Law No. 17/2018:

• The occurrence does not produce a general exclusion of liability, nor does it eliminate the legal duties of information, assistance, protection, alternative arrangements, price reduction or refund.
• Where termination by WAVES & LOVE is based on unavoidable and extraordinary circumstances, the cases and time limits of Article 27 apply; during performance, the measures and alternatives provided for in Articles 28 to 30 are ensured.
• The absence of additional compensation is limited to the cases where the law expressly provides for it and does not affect the full refund owed nor the other mandatory rights.
• When legally required and appropriate, WAVES & LOVE will propose, at no additional cost:
  • a suitable alternative, if possible equivalent or superior; or
  • another solution expressly accepted by the Participant.
• When the contract ends, the refund covers all payments due under the law, is made within a maximum of 14 days, and does not depend on recovering amounts from Local Partners.

5.5 Exclusions of Liability

Without prejudice to the Participant's mandatory rights, WAVES & LOVE is not liable for consequences that are not legally attributable to it, in particular:

• damage resulting from government or health decisions;
• inability to travel for personal reasons of the Participant;
• cancellation of flights or transport not integrated into the Package Trip;
• border closures or additional requirements imposed by the destination country;
• failures of Local Partners only when resulting from a circumstance meeting the legal test, WAVES & LOVE remaining liable to the Participant in all other cases, together with its right of recourse against the partner.

5.6 Limits of Liability

5.6.1 WAVES & LOVE's liability is limited to the maximum amount recoverable from the entities providing the services, under the Montreal Convention of May 28, 1999 on International Carriage by Air, and the Berne Convention of 1961 on Carriage by Rail.

5.6.2 With regard to sea transport, the liability of travel agencies to their customers for the provision of transport or accommodation services, where applicable, by sea transport companies, in the event of damage resulting from their intent or negligence, is limited to the following amounts:

• €441,436.00, in the event of death or personal injury;
• €7,881, in the event of total or partial loss of, or damage to, baggage;
• €31,424.00, in the event of loss of a motor vehicle, including the baggage contained in it;
• €10,375, in the event of loss of baggage, whether accompanied or not, contained in a motor vehicle;
• €1,097, for damage to baggage resulting from damage to the motor vehicle.

5.6.3 Where applicable, the liability of travel and tourism agencies for the deterioration, destruction and theft of baggage or other items in tourist accommodation establishments, while the Participant is staying there, is limited to:

• €1,397, overall;
• €449 per item;
• the value declared by the Traveler, for items deposited in the care of the tourist accommodation establishment.

5.6.4 Without prejudice to international conventions and other mandatory limits, compensation owed under the Package Trip regime for non-personal-injury damage not caused intentionally or through negligence is limited to three times the total price of the Package Trip. This limit does not apply to personal injury, intent or any negligence, nor to refunds, price reductions, reimbursement of expenses, assistance or repatriation, nor to separate liabilities under other regimes, under Article 36(5) of Decree-Law No. 17/2018.

6. Assistance to Participants

In the event of difficulties experienced by the Participant, or where, for reasons not attributable to them, they are unable to complete the Package Trip, WAVES & LOVE is required to provide assistance, in particular by:

• providing appropriate information on health services, local authorities and consular assistance;
• helping the traveler make distance communications and find alternative travel solutions.

WAVES & LOVE may only charge a fee for assistance where the difficulty was caused intentionally or through negligence by the Participant, and that fee may not exceed the costs actually incurred and demonstrated.

Where the return journey is included in the Package Trip and cannot be ensured due to unavoidable and extraordinary circumstances, WAVES & LOVE bears the necessary accommodation costs, if possible of an equivalent category, for a period not exceeding three nights per traveler, without prejudice to longer periods provided for under the applicable passenger-rights legislation.

The above cost limitation does not apply to persons with reduced mobility, their companions, pregnant women, unaccompanied children, or persons requiring specific medical care, provided that the travel agency was notified of these specific needs at least 48 hours before the start of the Package Trip.

7. Complaints

Any lack of conformity in the performance of a travel service included in the Package Trip contract must be reported to WAVES & LOVE in writing or another appropriate form as soon as such lack of conformity occurs, i.e. without undue delay.

The right to bring claims for price reduction or compensation for lack of conformity of the travel services included in the Package Trip lapses within 2 years.

8. Information Provided by Local Partners

Descriptions, photographs, schedules, programs, equipment and rules for the services are provided by Local Partners and verified by WAVES & LOVE according to reasonable criteria of consistency and currency.

The characteristics of the accommodation, activities and other services communicated to the Participant before contracting, and identified in the Booking confirmation, become binding; any subsequent change is handled under Articles 19 and 24 of Decree-Law No. 17/2018.

9. Participant's Commitments

9.1 Personal Information

The Participant must provide accurate information and update it when necessary. Consequences are only attributable to the Participant to the extent that they causally result from incorrect or false information provided by the Participant, without prejudice to WAVES & LOVE's own duties of information, correction of booking errors and correct performance.

The Participant undertakes to keep their access credentials confidential.

The Participant must report without delay any unauthorized use of their account. Each Party is liable for facts legally attributable to it, without transferring to the Participant the risk of security, authentication, payment or data-protection failures attributable to WAVES & LOVE or its providers.

9.2 Conduct During the Program

The Participant undertakes to behave respectfully and in accordance with the objective rules of the host community that were communicated to them before contracting. Later rules only bind the Participant when necessary for safety, the law or contractual performance, and may not create financial penalties or waivers not provided for by law and the contract.

The Participant undertakes, in particular, to:

• respect local customs, traditions and standards;
• inform themselves in advance about cultural codes;
• ask permission before taking photographs or videos;
• respect private spaces and family moments;
• use appropriate language;
• avoid offensive behavior;
• show active listening and patience;
• wear clothing appropriate to local standards.

Incidents, damage or harm are only attributable to the Participant to the extent that they causally result from culpable conduct on their part. This rule does not exclude liability for lack of conformity, or a security, organizational or supervisory failure attributable to WAVES & LOVE or to providers integrated into the Package Trip.

9.3 Protection of Minors

The Participant undertakes to:

• follow the supervision arrangements set by the NGO and not seek, create or prolong private, isolated, off-Program or unauthorized contact with minors;
• refrain from inappropriate physical contact;
• respect minors' right to their own image;
• promptly report to the responsible person at the NGO or to WAVES & LOVE any situation of concern for the safety or protection of minors, using the contact details provided.

9.4 Preparation Path and Conduct Commitment

In missions involving contact with minors, participation in the activity depends on completing a preparation path and electronically signing the conduct commitment. Participants under 18 are not assigned to these missions; the general conditions of Article 18 continue to apply to other trips and activities. The obligation to complete the preparation, its consequences, and the conditions relevant to the decision to contract are communicated before the Booking. The path becomes available in the personal area as soon as the mission is selected in the Booking request and may be completed before confirmation. Completing the preparation and signing it do not confirm availability, nor do they bring forward contract formation or payment capture, which follow Section 12.6.

The path brings together WAVES & LOVE's general conduct rules and the operational protection and conduct instructions applicable to the NGO and the selected mission. It includes reading the applicable content, comprehension questions, and the electronic signature of the commitment relating to the versions presented. If an answer is incorrect, an explanation is given and a further attempt is allowed. It does not include declarations about convictions, investigations or judicial bans. The commitment does not amount to accepting waivers of rights or liability exclusions contained in third-party documents.

The path must be completed at least 7 days before the trip starts. For Booking requests made 5, 6 or 7 days in advance, the time limit is 24 hours after the request is confirmed under Section 12.6. WAVES & LOVE communicates the deadline date and time in the personal area and by email. If the path is not actually available in good time for a reason attributable to WAVES & LOVE, the Participant has at least 24 hours from when it becomes available, without prejudice to the remediation opportunity provided for in Section 21.7. In all cases, the activity involving minors may only start once the path has been completed.

WAVES & LOVE sends email reminders and keeps proof of the versions and language of the content presented, of the steps completed, and of the dated signature, linked to the Participant, the mission and, where applicable, the representative's involvement. It provides the Participant with the accepted commitment and rules in a format that allows their unaltered storage and reproduction. The NGO receives a named statement of the steps actually completed and of the commitment relating to the applicable versions, in accordance with the Privacy Policy. This statement does not constitute a background check or a certification of suitability.

Once the mission is confirmed, steps already completed that remain appropriate are carried over. If the assignment or the applicable rules change, the relevant differences are presented and only the necessary additional preparation and acceptance are required, with a reasonable time limit running from when they are actually made available. Purely editorial corrections and practical instructions that do not change the obligations undertaken do not require a new signature, without prejudice to communicating the instructions necessary for the activity. A new acceptance is linked to the previous one, without retroactively changing it. Failure to complete the applicable path prevents the activity involving minors from starting. The remediation opportunity and the consequences provided for in Section 21.7 only apply once the Booking has been definitively confirmed and where the failure attributable to the Participant persists. Access failures, impracticable time limits, or changes for a reason not attributable to the Participant do not amount to a failure on their part; the rights relating to changes to the Program under Section 21.4 remain unaffected.

10. Special Conditions Applicable to the Relationship Between the Participant and the NGO

10.1 The NGO

The partner NGO retains operational autonomy over admission, assignment and the local conduct of missions and is responsible for its own obligations. WAVES & LOVE ensures the Participant's information and preparation, records the commitment, and coordinates with the NGO. The parties cooperate in managing difficulties and incidents. This allocation of roles does not limit WAVES & LOVE's legal liability towards the Participant for the correct performance of the services included in the Package Trip, without prejudice to its right of recourse.

Specific admission requirements that condition the activity are communicated before the Booking. Where a documentary check is legally required and falls to the NGO, it is carried out directly with the Participant, without any certificate or criminal record result passing through WAVES & LOVE's document handling. The obligations the law places directly on each entity remain unaffected. If the planned mission cannot take place, suitable alternatives are considered, respecting the characteristics contracted for and the Participant's rights; a significant change is subject to the procedure set out in Section 21.4.

10.2 Risk Activities

Some activities offered during the stay, in particular sports, water, surfing, outdoor activities or, more generally, any activity carried out in a natural environment, may involve physical risks inherent to their nature, even when carried out under normal safety conditions.

Before contracting, WAVES & LOVE provides clear information about the inherent risks, functional requirements and safety rules of the chosen activities. The Participant must assess whether their condition is compatible and ask for clarification when necessary; this information does not constitute a waiver and does not exclude the legal duties of safety and liability.

The Participant undertakes to strictly follow the safety instructions given by instructors, local providers or partner organizations. In case of doubt about their medical fitness, it is up to the Participant to consult a healthcare professional before departure or before taking part in the activity concerned.

In the event of an accident, the Participant must seek the necessary assistance and report the incident to WAVES & LOVE and to the local person in charge as soon as reasonably possible. They must contact assistance services or the insurer through the available means and follow the procedures and time limits of the applicable policy, to the extent their condition and the circumstances allow. Activating the insurance is not a condition for receiving urgent assistance, nor does it displace WAVES & LOVE's or the provider's own duties.

An accident, injury or damage is only attributable to the Participant to the extent that it causally results from culpable conduct, failure to comply with a valid safety instruction, or an inherent risk that does not amount to a lack of conformity. WAVES & LOVE's and the providers' legal duties remain unaffected.

Non-participation, absence, delay or withdrawal by the Participant is only attributable to them when it results from a fact attributable to them. It does not prejudice rights arising from lack of conformity, change or cancellation of the activity, nor the consideration of costs saved and reallocation revenue.

10.3 Activities with Physical or Health Requirements

Some Activities may be subject to an objective requirement of functional fitness or compliance with a legal or operational health requirement, provided this is necessary, proportionate and communicated before the Booking.

Where necessary, the check is limited to a functional "fit / not fit" confirmation or confirmation of compliance with the applicable health requirement. By default, no diagnosis, medical history, test results, detailed medical information or full copies of certificates are requested.

The check is carried out, whenever possible, without collection or retention by WAVES & LOVE, in particular by direct presentation to an authorized provider. If the confirmation still reveals health data, the basis under Article 6 and the exception under Article 9(2) of the GDPR are defined in advance, with explicit consent used only when it is genuinely free.

WAVES & LOVE retains, when strictly necessary, only the functional result and only for the minimum period indispensable for the activity, with restricted access and subsequent deletion. Any transmission to the provider is limited to what is necessary and follows the Privacy Policy.

Withdrawal of consent does not affect prior processing. If a check is objectively indispensable for safe performance, refusal may only prevent the activity inseparable from that check, after seeking a less intrusive alternative, without affecting the remaining services or the Participant's legal rights.

10.4 Participant's Environmental Commitment

The Participant acknowledges and accepts that, by booking a Program on the WAVES & LOVE platform, they undertake to behave in a manner respectful of the environment, local ecosystems and natural resources of the place of stay.

11. Special Conditions Applicable to Hotel Services

The following designations are commercial comfort levels used by WAVES & LOVE and do not correspond to stars, an official classification or accreditation of the accommodation. Unless the description specifies otherwise, they correspond to the following criteria:

• BASIC: entry-level accommodation (tent, dormitory, etc.);
• BASIC +: higher entry-level accommodation;
• STANDARD: intermediate-category accommodation;
• STANDARD +: higher intermediate-category accommodation;
• PREMIUM: high-category accommodation;
• PREMIUM +: high-category accommodation with enhanced services;
• DELUXE: high-end accommodation;
• DELUXE +: high-end accommodation with personalized services.

The tourist category follows the rules of the destination country and may differ from Portuguese or European Union standards. The specific characteristics, location, category, facilities and services presented before contracting and reproduced in the Booking confirmation are binding.

Unless otherwise indicated, drinks are not included in full-board and/or half-board arrangements.

Any specific meal request from the Client is always subject to the supplier's confirmation and may involve payment of a surcharge.

Failure to comply with the check-out times imposed by hotel establishments for vacating rooms may result in additional charges to the Participant, in particular the billing of an additional night, with no possibility of refund.

12. Booking and Formation of the Contract

12.1 Booking Process

The Booking is made exclusively through the Platform, at least 5 days before the trip starts.

The Participant selects:

• the dates of the stay;
• the number of participants;
• the desired comfort level (Basic, Standard, Premium or Deluxe);
• the destination.

Based on these criteria, the Platform displays the eligible accommodation, its characteristics, prices, photographs, descriptions and catering options. Availability remains subject to the confirmation provided for in Section 12.6.

The Participant may book for a maximum of six (6) people; any larger group requires prior contact.

12.2 Catering

Depending on the establishment chosen, different catering arrangements may be offered.

The no-catering option (referred to as "independent") is included by default.

Additional options may be subscribed to, for a daily surcharge per person, in particular:

• breakfast;
• half board;
• full board.

The total amount of these options is calculated automatically according to the duration of the stay and the number of participants.

In addition, the Participant will be offered optional add-ons in two forms:

• add-ons provided by the Hotel Establishment;
• add-ons provided by external Providers.

12.3 Activities

The Participant selects:

• the number of weekly hours of community activities (2h to 10h);
• the single overall percentage of the NGO Contribution, selected among 8%, 10%, 15%, 20%, 25% or 30%, with 8% being the mandatory minimum.

12.4 Documents and Information

The Participant provides the requested details (contacts, billing address, traveler information).

The Participant must ensure that all information provided is correct.

Each Participant must provide, at least 7 days before the start of the stay, only the elements of the identification document that are objectively necessary. For Bookings confirmed with less advance notice, a time limit appropriate to the time available and to the formalities required before the trip is communicated. A full copy is only requested when legally required or indispensable for a specific check or service, where partial information or a check without retention is not sufficient, under the legally permitted conditions. Access and deletion follow the Privacy Policy.

Missing necessary information gives rise to a written notice and a reasonable period to remedy it. If the omission is not remedied and makes it impossible to lawfully carry out the trip, termination may occur, with only the actual and evidenced incremental administrative cost applying, up to the limit set out in the fee schedule, in place of and without cumulation with the standard termination fee.

12.5 Mandatory Travel Insurance

The Participant must have travel insurance appropriate to the planned activities, and may choose to:

• take out the CHAPKA CAP EXPLORER insurance directly with the identified and legally authorized insurer or insurance distributor, through the channel made available on the Platform; WAVES & LOVE does not provide advice nor receives the premium, except if and to the extent it is legally authorized for insurance distribution;

or

• provide proof of their own insurance, provided it guarantees equivalent coverage.

Validation of the Booking implies only, where the Participant does not take out the CHAPKA insurance, the Participant's binding commitment to take out appropriate insurance. The policy does not need to be presented at the time of Booking.

The Participant must provide WAVES & LOVE, at least 7 days before the start of the trip, with minimal proof of the existence, validity and essential coverage of the insurance, without sending a full copy where the necessary fields are sufficient. For Bookings confirmed with less advance notice, a time limit appropriate to the time available is communicated, and the insurance must be valid before the covered services begin.

Failure to provide proof gives rise to a written notice and a reasonable period to remedy it. If it persists and prevents safe participation, termination may occur, with only the actual and evidenced incremental administrative cost applying, up to the limit set out in the fee schedule, in place of and without cumulation with the standard termination fee.

The insurance must mandatorily include, at a minimum:

• international medical assistance;
• medical repatriation and repatriation due to force majeure;
• personal accidents;
• civil liability;
• coverage of the community activities carried out with partner NGOs, of surfing, and of the other activities actually included in the Program; baggage coverage depends on the conditions of the product purchased.

WAVES & LOVE may refuse participation in the Program if the insurance presented is inadequate, insufficient or invalid.

12.6 Formation of the Contract

After the following steps, the Platform sends, without delay, an acknowledgment of receipt with the full summary and an unambiguous confirmation command with an obligation to pay. The request only becomes final when the Participant confirms it through that command, under Article 29(5) of Decree-Law No. 7/2004; without such confirmation, the authorization is cancelled. The maximum 48-hour period to confirm accommodation and NGO runs from that confirmation:

• validation of the Booking summary by the Participant;
• acceptance of the Terms;
• authorization of the card for the total amount, without capture or debit at this stage.

WAVES & LOVE checks availability and communicates, within a maximum of 48 hours after confirmation, either the booking confirmation or unavailability. The authorization may temporarily reduce the available balance or credit limit, and its release by the issuing bank may not be immediate. If it expires or needs to be renewed, any new authorization depends on the Participant's express action.

Once both providers are confirmed, WAVES & LOVE orders the capture. Only after payment is confirmed does it communicate, on a durable medium, the confirmation and deliver the booking document, the program and the standard information. The contract is deemed concluded once delivery and payment, even partial, have occurred, under Article 20(2) of Decree-Law No. 17/2018. If the capture fails, there is no contractual confirmation, and a new authorization depends on the Participant's express action.

In the event of unavailability before capture, the authorization is cancelled and no debit occurs. WAVES & LOVE may propose an alternative, but this only forms a new request upon the Participant's express acceptance. If, by error, a capture or debit occurs, the amount is fully refunded within a maximum of 14 days, without prejudice to other applicable rights.

The trip taking place remains subject to minimal proof of the mandatory insurance. The notice, the remediation period and the substitute, non-cumulative charge, limited to the actual incremental cost, provided for in Section 12.5 and the fee schedule, apply. Where the selected mission involves contact with minors, the path provided for in Section 9.4 is available from the moment it is selected in the Booking request; after confirmation, steps already completed that remain appropriate are carried over. Completing it in advance does not change the confirmation and payment sequence set out in this Section.

13. Transfer of the Contract

The Participant may transfer their contractual position to a third party who meets the applicable conditions, by notice on a durable medium given with reasonable advance notice; notice given up to seven days before the start of the trip is always considered reasonable, under Article 22 of Decree-Law No. 17/2018.

The third party must fully accept the conditions of the Program and provide all mandatory documentation, including proof of the travel insurance taken out, within the time limit in force for the original Participant at the date of transfer, never less than 48 hours after confirmation of the transfer.

If, at the date of transfer, the general time limit for submitting the mandatory documentation is less than 48 hours, the third party has, for this purpose, an independent 48-hour period counted from confirmation of the transfer.

Failure to submit the mandatory documentation within the above time limits prevents the transfer from taking effect, and the original Participant remains bound.

The transferor and the transferee are jointly liable for the outstanding balance and for the actual, real and evidenced additional costs resulting from the transfer, previously communicated, never exceeding the limit indicated in the fee schedule; where there is no actual cost, nothing is owed.

14. Price and Contributions

14.1 Price

Before confirmation, prices are shown in euros, taxes included, and may vary depending on availability, season and Local Partners' conditions. After the contract is concluded, the price may only be changed in the cases, time limits and conditions of Article 23 of Decree-Law No. 17/2018.

The total price includes:

• the selected accommodation;
• the catering options subscribed to;
• the chosen community activities;
• the total selected NGO Contribution, between 8% and 30%.

Unless expressly stated otherwise, the following are not included in the price:

• tourist or stay taxes;
• visas, tourist cards or entry authorizations;
• vaccines, health tests or administrative formalities;
• insurance;
• meals not included;
• excess baggage charges;
• external add-ons;
• personal expenses (laundry, drinks, room service, excursions, etc.).

These charges are the sole responsibility of the Participant.

14.2 Price per Person

The price is shown per person and for the total duration of the stay, regardless of room occupancy or actual use of the services.

14.3 Single Total NGO Contribution (8% to 30%)

The Participant selects a single overall percentage of 8%, 10%, 15%, 20%, 25% or 30% of the Base Price, with 8% being the mandatory minimum; there are no two cumulative contributions, and no option above 8% is pre-selected.

Upon confirmation, the chosen percentage converts into a fixed amount in euros, which does not increase with any subsequent price update. The entire NGO Contribution forms part of the total price and is covered by any full or proportional refund legally due.

14.4 Transparency of the NGO Contribution

Before contracting, the Platform clearly identifies the Base Price, the single percentage chosen, the amount of the NGO Contribution, the recipient NGO and the total price.

The contribution is a component of the trip's price, not a separate tax-deductible donation, and follows in full the applicable refund regime.

14.5 Price Update

The price of the Package Trip may be updated by WAVES & LOVE up to 20 days before the trip's start date, exclusively as a result of variations:

• in transport costs, including fuel or other energy sources;
• in the amount of fees or taxes applied to tourist services, imposed by third parties not directly involved in the performance of the trip (authorities, airports, ports, government entities);
• in exchange rates relevant to the Package Trip.

Any price update will be communicated to the Participant in writing, clearly and understandably, together with the corresponding justifying calculation, under Article 23(3) of Decree-Law No. 17/2018.

The Participant is entitled to a proportional price reduction whenever the variations referred to above result in a decrease in the costs applicable to the Package Trip, under Article 23(5) of the same law.

Where the price update results in an increase of more than 8% of the total trip price, the Participant has the following options:

• accept the increase;
• accept an equivalent alternative proposed by WAVES & LOVE;
• terminate the contract without penalty, with the right to a full refund of amounts paid.

The notice sets a reasonable time limit for the decision. An increase of more than 8% is only binding upon express acceptance; silence does not amount to acceptance. In the absence of a response, the proposal lapses and the contract remains unchanged. If the original performance becomes impossible, only the corresponding legal regime applies; silence does not constitute grounds for termination. The Participant retains the right to terminate without a fee and receive a full refund within 14 days.

No price updates may be made within the 20 days preceding the start of the trip.

14.6 Subsequent Changes Requested by the Participant

Any change requested by the Participant after the Booking has been validated (dates, participants, options, add-ons, comfort level) requires a price reassessment and may generate additional costs according to the applicable fee schedule.

14.7 Discounts

WAVES & LOVE may offer travelers different mechanisms for reducing the price of their Order.

Direct discounts

Direct discounts may be implemented by WAVES & LOVE on certain accommodations or on all accommodations at a given destination. These discounts are applied automatically at the time of the Order when the corresponding conditions are met.

Promotional codes

WAVES & LOVE may also issue promotional codes allowing Participants to benefit from a discount on their Order. To be taken into account, the promotional code must be entered by the Participant before validating the booking.

Each Order may only benefit from a single promotional code. Promotional codes may not be combined with each other.

Basis for calculating discounts

Discounts apply to the price of the accommodation; the already-discounted accommodation price forms part of the Base Price on which the NGO Contribution is calculated.

Unless expressly stated otherwise, discounts do not apply to:

• a second, separate discount on the NGO Contribution, which is already calculated on the discounted accommodation;
• ancillary services or additional options ("add-ons"), such as, in particular, surf lessons, yoga classes, activities, transfers or any other ancillary service offered on the platform.

Combining discounts

A promotional code may be combined with a direct discount already applied to an accommodation or destination.

In that case, the direct discount is applied as provided, and the promotional code is then applied to the remaining eligible amount.

WAVES & LOVE reserves the right to change, suspend or remove any discount program or promotional code at any time, without affecting bookings already confirmed.

15. Payment

15.1 Payment is processed in euros by debit or credit card. At the time of the Booking request, the transaction is an authorization without a debit; capture is only ordered after availability has been confirmed, under Section 12.6.

15.2 The Participant declares and warrants:

• that they are legally entitled to use the selected payment method;
• that the card used is valid and within its period of use;
• that they have sufficient funds or available credit to settle the Booking amount.

15.3 The Participant acknowledges that they may only dispute the payment in the cases provided for by applicable law, in particular:

• loss or theft of the card;
• fraudulent use of the card by third parties;
• a duly evidenced technical error or duplicate transaction.

15.4 Once a manifestly unfounded payment dispute is proven, after notice and an opportunity to respond, WAVES & LOVE may, without duplication:

• claim the balance actually owed;
• claim the actual, evidenced and legally recoverable costs;
• terminate only under the terms of Article 21, preserving the Participant's mandatory rights.

15.5 The authorization does not amount to confirmation of the Booking or to payment. After capture, any suspicion of fraud is handled proportionately and in accordance with the law, with an opportunity to respond where compatible with risk prevention, without depriving the Participant of a refund or other mandatory rights.

16. Travel Documents

16.1 The Traveler must hold all valid personal or family documentation, including:

• national identity card;
• passport;
• authorization for minors (where necessary);
• visa (where necessary);
• vaccination certificate (where necessary);
• and any other documents that may be required.

Obtaining and presenting the documentation is the Participant's responsibility. WAVES & LOVE is not liable for a refusal attributable exclusively to the authorities or to the Participant, without prejudice to its legal duties of information and assistance and its liability for incorrect or omitted information attributable to it.

16.2 The Participant provides, at least 7 days before the stay, only the data or documents that are objectively required; for Bookings confirmed with less advance notice, the time limit communicated under Sections 12.4 and 12.5 applies. After a notice and a reasonable period to remedy the omission, an omission that makes the trip impossible may lead to termination; the only applicable charge is the actual and evidenced incremental administrative cost, up to the ceiling in the fee schedule, in place of and without cumulation with the termination fee, with the balance refunded within 14 days.

16.3 Travel documents are sent by email.

16.4 The Participant is responsible for providing correct, complete and functional contact details, including:

• email address;
• telephone contact;
• postal address, where applicable.

16.5 The Participant undertakes to keep these contact details up to date until the end of the trip, ensuring that WAVES & LOVE can contact them at any time in the event of operational need, a change to the Program, or urgent communication.

16.6 WAVES & LOVE cannot be held liable for:

• non-receipt of travel documents;
• delays;
• communication failures;
• poor performance or impossibility of performing the Services

only to the extent that such situations causally result from the following circumstances, without prejudice to failures attributable to WAVES & LOVE and its own duties, including those set out in Section 16.7:

• incorrect, incomplete or outdated contact details provided by the Participant;
• spam filters, email blocking or failures of the Participant's email service;
• unavailability or inaccessibility of the Participant at the contact details provided.

16.7 Travel documents are deemed to have been made available once they become accessible at the email address provided, without prejudice to WAVES & LOVE keeping proof of sending, handling error notifications and resending through an appropriate channel where it becomes aware of a failure.

17. Administrative and Health Formalities

17.1 Administrative Formalities

Before their Trip, the Participant must consult the official information on travel formalities made available by the competent authorities of the destination country and, where applicable, of the transit country, and contact the relevant embassies or consulates.

WAVES & LOVE also recommends that the Participant regularly consult these sources up to the departure date, bearing in mind that administrative, health, consular or border requirements may be changed at any time by the competent authorities.

All costs related to administrative, health, consular or border formalities are the sole responsibility of the Participant, who must ensure they comply with the specific formalities.

WAVES & LOVE remains available to support the Participant with these steps, at their request, without prejudice to the final responsibility for obtaining valid documentation remaining exclusively with the Participant.

17.2 Health Formalities

The Participant is invited to consult the health recommendations and travel advice published by the competent authorities of the country concerned, in particular official government websites relating to international travel and travelers' health, as well as any useful information from local or international health authorities, before departure, in order to be aware of all recommendations and obligations related to potential health risks in the destination country. It is advisable to anticipate certain formalities, particularly regarding vaccines required to enter certain countries.

18. Minor Participants

18.1 Minor Participants must hold valid individual identification documents, including a national identity card, passport and, where applicable, a visa or other administrative requirements imposed by the authorities of the destination country.

18.2 Where a minor travels with only one parent or with a third party, the responsible person must verify and comply with the authorizations actually required by Portuguese law, by the destination or transit country, and by the carrier. The other parent's authorization is not automatically required: it depends on the family situation, any decision or objection, and the applicable requirements.

Where an authorization is required, it must observe the applicable form and recognition requirements and be presented to the authorities or carriers upon request.

18.3 The consequences of missing, invalid or insufficient documentation are only attributable to the responsible person to the extent that they causally result from failure to comply with a requirement that was communicated to them or that was reasonably knowable, without prejudice to WAVES & LOVE's legal duties of information and assistance.

18.4 Only persons over 18 may create an account, submit requests or publish reviews. A minor is included as a traveler by whoever exercises parental responsibility or is authorized to do so. An unaccompanied minor is only accepted where the Program expressly provides for it and the confirmation contains the legally required contact details, without prejudice to the supervision required during the trip.

19. Optional and External Activities

Activities, excursions or services that the Participant purchases independently and directly from third parties at the destination, without WAVES & LOVE's involvement and without them being part of the Program, are governed by the contract entered into with that provider. Purchasing something at the destination, or labelling it an additional service, does not by itself remove WAVES & LOVE's liability: the duties corresponding to its actual involvement remain, including where it organizes, arranges or facilitates related travel services.

20. Baggage

20.1 WAVES & LOVE is liable for baggage under the applicable legal terms.

20.2 The Participant must file a claim with the service provider at the time of theft, damage or destruction of baggage.

20.3 In international transport, in the event of damage to baggage, the claim must be made in writing to the carrier immediately after the damage is noted, and no later than 7 days from delivery. In the case of mere delay in delivery of baggage, the claim must be made within 21 days from the date of delivery.

20.4 The submission of such a claim is provided for in the International Conventions and is essential to trigger WAVES & LOVE's liability against the service provider.

21. Changes and Cancellations

21.1 Changes by the Participant

The Participant may request changes to the Booking (dates, participants, options, add-ons, comfort level or contributions) by written notice addressed to WAVES & LOVE.

Changes:

• are subject to availability;
• may involve a price update;
• may generate administrative charges according to the applicable fee schedule;
• may require the issuance of new travel documents.

Where the change involves services already contracted, actual and evidenced external costs from the hotel or the NGO may be added. The total amount, including the administrative charge from the fee schedule, is itemized and must be expressly accepted before the change takes effect.

21.2 Termination by the Participant

The Participant may terminate the Package Trip contract at any time before it starts, by written notice, under Article 25(1) of Decree-Law No. 17/2018 of March 8.

The fee actually charged is the lower of the ceiling for the tier below and the appropriate and justifiable amount calculated on the date of termination, taking into account the advance notice, the cost savings and the actual or reasonably expected revenue from reallocation. The percentages are maximum limits, never minimums or automatic penalties, and do not apply to the legal cases of termination without a fee:

• 61 days or more before the departure date — up to 25% of the total price of the Package Trip;
• between 30 and 60 days before the departure date, inclusive — up to 50% of the total price of the Package Trip;
• 29 days or fewer before the departure date — up to 100% of the total price of the Package Trip.

Where no termination has been communicated before the start of the trip, no-show follows a separate contractual regime: only the actual, non-recoverable costs are due, less savings and reallocation revenue, up to the total price, with justification and refund of the balance within 14 days.

The actual fee never exceeds the total price, less cost savings and revenue resulting or reasonably expected from reallocation. WAVES & LOVE justifies the calculation upon the Participant's request.

WAVES & LOVE refunds all payments made, less the termination fee actually owed, within a maximum of 14 days after termination.

21.3 Termination by the Participant Due to Unavoidable and Extraordinary Circumstances (Force Majeure)

Where termination occurs due to unavoidable and extraordinary circumstances at the destination that significantly affect the performance of the trip or the carriage of passengers, the Participant is entitled to a full refund, with no right to additional compensation.

21.4 Changes to Other Terms of the Package Trip Contract

Before the Package Trip starts, WAVES & LOVE may only unilaterally change conditions where the contract so provides, the change is insignificant, and it is communicated clearly, understandably and prominently on a durable medium. Significant changes follow the procedure below.

A significant change is deemed to exist, under Article 24 of Decree-Law No. 17/2018, whenever the proposed modification substantially affects any essential element of the Package Trip, including, in particular:

• the main itinerary;
• the start or end dates of the trip;
• the type, category or location of the accommodation contracted;
• the essential tourist services included in the program;
• the total price of the trip;
• or any other characteristic whose maintenance was decisive for the Participant's decision to contract.

Whenever a significant change occurs, WAVES & LOVE will communicate to the Participant, in writing and in a clear and understandable manner, the nature of the change, its impact on the contract, and the legally provided options. The communication will include, where applicable, an indication of any equivalent or higher-quality substitute trips.

Faced with a significant change, the Participant has the following options:

• accept the proposed change;
• terminate the contract without any penalty, with the right to a full refund of amounts paid.

The communication sets a reasonable time limit and indicates the consequences of not responding. The significant change or substitute trip is only binding upon express acceptance; silence does not amount to acceptance. In the absence of a response, the proposal lapses and the contract remains unchanged. If the original performance becomes impossible, only the corresponding legal regime applies; silence does not constitute grounds for termination.

If the Participant terminates, WAVES & LOVE refunds all payments within a maximum of 14 days. The absence of additional compensation only applies in the cases provided for by law, without prejudice to compensation where legally owed.

The provisions of this Section do not affect WAVES & LOVE's right to make non-significant changes, provided such changes do not modify essential elements of the trip and are communicated to the Participant with reasonable advance notice, the contract remaining fully effective.

21.5 Cancellation by WAVES & LOVE

WAVES & LOVE may terminate the contract before the trip starts, with a full refund and no additional compensation, in the cases and under the conditions of Article 27 of Decree-Law No. 17/2018:

• the number of persons enrolled is below the minimum previously indicated in the contract; or
• performance is prevented due to unavoidable and extraordinary circumstances.

In the first case, notice is given within the contractually set time limit and, at the latest, 20 days, 7 days or 48 hours before the start, depending on the duration of the trip.

The failure, unavailability, overbooking or default of a Local Partner does not automatically constitute an unavoidable and extraordinary circumstance and is treated as a lack of conformity, without prejudice to the right of recourse.

In the second case, notice is given without undue delay before the trip starts.

In the legal cases of termination by WAVES & LOVE, the Participant is entitled to:

• an alternative, only if expressly accepted; and, if not accepted,
• a full refund of all payments made, within a maximum of 14 days, regardless of recovery from third parties.

The absence of additional compensation is limited to the cases and conditions of Article 27. Cancellation for another reason is assessed under the applicable legal regime, including the refund and compensation rights owed. Termination for a failure attributable to the Participant follows the specific conditions set out in Sections 12.4, 12.5, 16.2 and 21.7, without affecting mandatory rights.

21.6 Communication of Cancellations and Changes

Termination may be communicated by an unambiguous statement through the form or email address identified on the Website and in the confirmation, and will be acknowledged on a durable medium. The date of receipt determines the ceiling and the calculation of any termination fee that may be owed.

21.7 Termination for Failure to Meet the Conduct Commitment

Once the applicable time limit has passed and the Booking has already been definitively confirmed, if the Participant fails to complete the path provided for in Section 9.4 for a reason attributable to them, WAVES & LOVE, after a reminder, sends them a written notice identifying the missing steps, granting a reasonable additional period to complete them, and stating the consequences of failing to remedy the situation.

If the failure persists, WAVES & LOVE may terminate the contract by a reasoned communication where the seriousness and consequences of the omission prevent the Program from being carried out in accordance with its essential characteristics. Before deciding, it considers reasonable possibilities for maintaining the services or proposing a suitable alternative, including assignment to a mission without contact with minors where appropriate and accepted by the Participant, without imposing a significant change. A mere failure to sign does not result in the automatic cancellation of the entire trip.

In this case, only the actual, justified, proportionate costs directly attributable to the failure are owed, less costs avoided and amounts recovered or obtained from reallocating the services. WAVES & LOVE communicates the calculation to the Participant. The voluntary-cancellation tiers do not automatically apply, and charges for the same cost or loss are not cumulated; the specific situation set out in the Schedule of Administrative Charges and Termination Fees applies.

The balance of amounts paid, after deducting the amounts actually owed, is refunded within a maximum of 14 days after termination. The rights arising from a failure by WAVES & LOVE or the Local Partners, and the Participant's other mandatory rights, remain unaffected.

22. Right of Withdrawal

Package Trips contracted with WAVES & LOVE are governed by Decree-Law No. 17/2018, including the traveler's specific termination rights and, only for contracts actually concluded off-premises, the right of withdrawal under Article 26.

The Booking and the contract are concluded exclusively through the Platform. Telephone, electronic or in-person contacts are for information and assistance purposes only, and do not conclude contracts or collect payments.

As the intended process is exclusively online, the right of withdrawal reserved by Article 26 for contracts concluded off-premises does not apply. If, despite the above, a contract is concluded through another channel, the mandatory rules of that channel apply, including Article 26 where it is an off-premises contract. The rights of termination, refund and compensation remain unaffected.

23. Public Reviews

23.1 After a trip has been completed, only a user over the age of 18 may optionally publish a rating and comment on a destination or mission. They may choose to display their name or a pseudonym; if no choice is made, the review does not reveal the account's identity. They consent separately, with no box pre-ticked, to publication and indexing, and may withdraw consent just as easily, with no effect on the Booking.

23.2 Reviews are intended to:

• share useful information about experiences actually had;
• improve the quality of destinations, missions and services;
• allow moderation, response and reporting of unlawful content or content contrary to published rules;
• prevent fake reviews through proportionate verification that a booking exists, without disclosing the Participant's history.

Reviews are not used for behavioral scoring, profiling or automated decision-making, and do not condition future access to Programs or Services.

23.3 Withdrawal of consent leads to the review being taken down, without preventing minimal separate retention where necessary for evidence or abuse management. WAVES & LOVE identifies the verification, moderation and ranking method and any incentive. The mention "verified review" is only used after confirmation that the trip was actually completed; a mere Booking is not sufficient.

The author must not include contact details, health or criminal data, or data about minors or third parties. Reuse of the review in advertising or on social media depends on its own information and legal basis.

23.4 WAVES & LOVE applies clear moderation rules, provides an electronic reporting channel, and communicates the decision and its grounds to the affected author, who may challenge it, without prejudice to the rights provided for in the Privacy Policy.

24. Insolvency

In the event of WAVES & LOVE's insolvency, the Participant may turn to the Travel and Tourism Guarantee Fund, and must claim it from Turismo de Portugal, I.P., as the entity responsible for triggering it:

Turismo de Portugal, I.P.

Rua Ivone Silva, Lote 6, 1050-124 Lisbon

Tel. +351 211 140 200 / Fax: +351 211 140 830

info@turismodeportugal.pt

25. Insurance

WAVES & LOVE's insurance details are set out in the Preamble. The Participant's personal insurance and the providers' insurance or guarantees are complementary in nature and do not replace or limit WAVES & LOVE's legal liability, the Participant's mandatory rights, or the right of recourse against the responsible provider.

26. Data Protection

The processing of personal data follows the GDPR and WAVES & LOVE's Privacy Policy, which identifies the purposes, legal bases, recipients and retention criteria. This covers, where applicable, the preparation path, the record of the commitment, and the statement made available to the NGO. The NGO's access to identification data is limited to what is necessary for the relevant mission and to authorized persons; access from outside the European Economic Area follows the international transfer framework described in the Privacy Policy.

27. Alternative Dispute Resolution (ADR)

Under Article 18 of Law No. 144/2015, WAVES & LOVE identifies on the Website, in these Terms and in the confirmation, the ADR entities to which it is bound by membership or legal obligation, and their respective websites, including mandatory arbitration for low-value consumer disputes.

For services whose contracting or performance falls within the area covered by the Lisbon center, within its material, territorial and value jurisdiction, the available entity is:

• Lisbon Consumer Dispute Arbitration Centre (CACCL) — www.centroarbitragemlisboa.pt;
• National Centre for Consumer Dispute Information and Arbitration (CNIACC) — www.cniacc.pt, with residual jurisdiction where no specific territorial center exists;

in cross-border disputes, the consumer may also obtain guidance from the European Consumer Centre — www.cec.consumidor.gov.pt.

Recourse to ADR is optional, does not exclude the right to go to court, and does not affect the use of the Electronic Complaints Book.

The optional nature of ADR does not affect mandatory arbitration in low-value consumer disputes where the consumer exercises the option under Article 14(2) of Law No. 24/96, nor any other mandatory provision.

Filing a complaint or a mediation request does not suspend the legal time limits applicable to the Package Trip, nor does it constitute grounds for interrupting contracted services.

28. Complaints Book

The Participant may file a complaint in the Electronic Complaints Book through the official platform at: www.livroreclamacoes.pt

WAVES & LOVE undertakes to respond to complaints filed within the applicable legal time limits.

Filing a complaint does not affect recourse to other dispute-resolution means, including the Alternative Dispute Resolution entity identified in these Terms.

29. Changes to the Terms and Conditions

WAVES & LOVE reserves the right to change these Terms and Conditions at any time and whenever necessary, notifying the Participant of this and before the booking is finalized. Such a change will not, however, affect bookings already made.

30. Miscellaneous Provisions

If any part or provision of these Terms and Conditions is held to be null or without effect, the remaining provisions shall remain in force, and their overall validity shall not be affected, unless it can be concluded that the parties would not have agreed to provide the service or supply the product had they foreseen the nullity or ineffectiveness of the provision in question.

Last updated: September 10, 2026