Terms and Conditions

1. Preamble

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

WAVES & LOVE, Unipessoal, Lda. is a single-member limited liability 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, in the municipality of Sintra, 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 coverage of €75,000 per claim. The existence, activation or insufficiency of coverage does not limit WAVES & LOVE's legal liability towards the Participant nor their mandatory rights.

The Terms form an integral part of the pre-contractual information legally required. They are made available to the Participant, before the submission of the Booking request, in a clear, comprehensible, clearly visible manner and in a format that allows their retention and reproduction; WAVES & LOVE retains proof of the version and date communicated.

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

2. Definitions

• Activities – Actions, programs or initiatives implemented by local NGOs with social, humanitarian, educational or environmental impact.
• General Terms and Conditions of Sale – A set of stipulations unilaterally pre-established by a seller or service 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 total percentage allocated to the partner NGO, chosen from 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 minimum advertised price always includes 8%. The contribution forms part of the price of the Package Trip and is subject to the corresponding 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 — accommodation establishments, NGOs and external providers that carry out 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 under Article 23 and the Privacy Policy, without profiling or automatic access restriction.
• Tourism Service — any accommodation, transport, activity, experience or supplementary 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 tourism services within the meaning of DL 17/2018, including accommodation, community activities, contributions, supplementary services and logistics.

3. Nature of WAVES & LOVE's Involvement

WAVES & LOVE acts as a travel and tourism agency and is 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 to perform services, while remaining liable to the Participant under DL 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, necessary 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 to the Participant, prevails.

The pre-contractual information forms 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 where 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 obligation to compensate, within the legally permitted limits, when it proves that the lack of conformity is attributable to the Participant, to a third party unrelated to the provision of the services and that was 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 corresponding causal link;
• an unforeseeable or unavoidable act by a third party unrelated to the provision of the services included in the contract;
• unavoidable and extraordinary circumstances, without removing the effects that the law attaches to them.

5.3. Unavoidable and Extraordinary Circumstances (Force Majeure)

For the purposes of these Terms, only a situation that is beyond the control of the Party invoking it, and the consequences of which 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, 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 satisfies the legal test; the mere failure, unavailability, overbooking or non-performance of a Local Partner is not, in 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:

• Its occurrence does not produce a general exclusion of liability nor eliminate the legal duties of information, assistance, protection, alternative arrangements, price reduction or refund.
• Before the start of the trip, WAVES & LOVE may only terminate the contract in the cases and within the time limits of Article 27; during performance, it ensures the measures and alternatives provided for in Articles 28 to 30.
• 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.
• Where 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 period 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:

• damages resulting from governmental or health-related decisions;
• inability to travel for the Participant's personal reasons;
• 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 that satisfies the legal test, WAVES & LOVE remaining liable to the Participant in all other cases, together with the right of recourse against the partner.

5.6. Limits of Liability

5.6.1. WAVES & LOVE's liability shall be limited to the maximum amount recoverable from the service-providing entities, under the Montreal Convention of 28 May 1999 on International Air Transport and the Berne Convention of 1961 on Rail Transport.

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

• a) €441,436.00, in case of death or personal injury;
• b) €7,881, in case of total or partial loss of, or damage to, baggage;
• c) €31,424.00, in case of loss of a motor vehicle, including baggage contained therein;
• d) €10,375, in case of loss of baggage, whether accompanied or not, contained in a motor vehicle;
• e) €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:

• a) €1,397, overall;
• b) €449 per item;
• c) the value declared by the Traveler, for items placed in the custody of the tourist accommodation establishment.

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

6. Assistance to Participants

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

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

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

If, due to unavoidable and extraordinary circumstances, the Participant cannot return, WAVES & LOVE is responsible for covering the necessary accommodation costs, if possible of an equivalent category, for a period not exceeding three nights per traveler.

The above cost limitation does not apply to persons with reduced mobility, nor to their companions, to pregnant women and unaccompanied children, nor to persons requiring specific medical care, provided that the travel and tourism agency has been 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 communicated 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 submit complaints for purposes of price reduction or a right to compensation for lack of conformity of the travel services included in the Package Trip lapses after a period of 2 years.

8. Information Provided by Local Partners

Descriptions, photographs, schedules, programs, facilities and rules of 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. The consequences are only attributable to the Participant to the extent that they causally result from incorrect or false information provided by them, 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 promptly report any unauthorized use of their account. Each Party is liable for facts legally attributable to it, without the risk of security, authentication, payment or data protection failures attributable to WAVES & LOVE or its providers being transferred to the Participant.

9.2. Conduct during the Program

The Participant undertakes to adopt respectful behavior in accordance with the objective rules of the host community that were communicated to them before contracting. Subsequent rules are only binding 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 norms;
• inform themselves in advance about cultural codes;
• request 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 losses 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 failure of security, organization or supervision attributable to WAVES & LOVE or to providers integrated into the Package Trip.

9.3. Protection of minors

The Participant undertakes to:

• never remain alone with a local minor without supervision;
• refrain from inappropriate physical contact;
• respect minors' right to their own image;
• report suspicious behavior.

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

10.1. The NGO

The partner NGO retains operational autonomy in organizing and conducting the missions and is liable for fulfilling its own obligations. This autonomy does not limit WAVES & LOVE's legal liability to the Participant for the correct performance of the services included in the Package Trip, without prejudice to the right of recourse.

10.2. Risk activities

Some activities proposed as part of the stay, in particular sports, water-based, 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 nor does it exclude the legal duties of safety and liability.

The Participant undertakes to strictly follow the safety instructions communicated by instructors, local providers or partner organizations. In case of doubt about their medical fitness, it is up to the Participant to consult a health professional before departure or before participating in any activity in question.

In the event of an accident, the Participant undertakes to immediately activate the personal accident insurance taken out, using the contacts, procedures and means of communication provided for in the relevant policy.

An accident, injury or damage is only attributable to the Participant to the extent that it causally results from culpable conduct, failure to follow a valid safety instruction, or an inherent risk that does not amount to a lack of conformity. WAVES & LOVE's and its 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, alteration or cancellation of the activity, nor the consideration of saved costs 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, verification 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.

Verification is carried out, whenever possible, without collection or retention by WAVES & LOVE, in particular through 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 to 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 verification is objectively indispensable to safe performance, refusal may only prevent the activity inseparable from that verification, after seeking a less intrusive alternative, without affecting the other 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 adopt behavior that respects the environment, local ecosystems and the natural resources of the place of stay.

11. Special Conditions Applicable to Hotel Services

Unless otherwise stated in the description, the different accommodation categories correspond to the following criteria:

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

The tourism 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, beverages are not included in full-board and/or half-board arrangements.

Any specific meal request from the Client is always subject to confirmation by the provider and may involve an additional charge.

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

12. Booking and Formation of the Contract

12.1. Booking Process

The Booking is made exclusively through the Platform. The Participant selects:

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

Based on these criteria, the Platform presents, in real time, the available accommodations, their characteristics, prices, photographs, descriptions and meal options.

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

12.2. Meals

Depending on the establishment chosen, different meal arrangements may be offered. The no-meals option (referred to as "independent") is included by default.

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

• breakfast;
• half-board;
• full board.

The total amount of these options is calculated automatically based on the length of stay and the number of participants.

In addition, optional add-ons will be offered to the Participant under two categories:

• 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 total percentage of the NGO Contribution, selected from 8%, 10%, 15%, 20%, 25% or 30%, with 8% being the mandatory minimum.

12.4. Documents and information

The Participant provides the requested details (contact details, billing address, traveler information). The Participant must ensure that all information provided is correct.

Each Participant must provide, no later than 7 days before the start of the stay, only the objectively necessary elements of the identification document. A full copy is only requested when required by law or indispensable for a specific issuance or transmission, with restricted access and deletion as soon as it is no longer necessary.

Missing necessary elements will result in a written notice and a reasonable period to remedy the situation. If the omission is not remedied and makes it impossible to lawfully perform the trip, termination may occur, with only the actual and demonstrated incremental administrative cost applicable, up to the limit provided for in the table, in place of and without cumulation with the normal termination fee.

12.5. Mandatory travel insurance

The Participant must obtain 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 receive the premium, except where and to the extent it is legally authorized to distribute insurance; 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, a binding commitment by the Participant to take out appropriate insurance. The policy does not need to be presented at the time of Booking.

The Participant must provide WAVES & LOVE, no later than 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.

Failure to provide proof will result in a written notice and a reasonable period to remedy the situation. If this persists and prevents safe participation, termination may occur, with only the actual and demonstrated incremental administrative cost applicable, up to the limit provided for in the table, in place of and without cumulation with the normal termination fee.

The insurance must include, at a minimum:

• international medical assistance;
• medical and force-majeure repatriation;
• personal accidents;
• civil liability;
• coverage of community activities carried out with partner NGOs and, where applicable to the product purchased, loss of or damage to baggage.

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 definitive when the Participant reiterates it through that command, within the meaning of Article 29(5) of Decree-Law No. 7/2004; without reiteration, the authorization is cancelled. The maximum 48-hour period to confirm accommodation and NGO runs from that reiteration:

• 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 verifies availability and communicates, within a maximum of 48 hours after the reiteration, the confirmation or unavailability. The authorization may temporarily reduce the available balance or 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 express action by the Participant.

Once both providers are confirmed, WAVES & LOVE orders the capture. Only after payment confirmation 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 if partial, have occurred, within the meaning of Article 20(2) of Decree-Law No. 17/2018. If the capture fails, there is no contractual confirmation and a new authorization depends on express action by the Participant.

In case 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 refunded in full 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 period for remedying the situation and the substitute charge, non-cumulative and limited to the actual incremental cost provided for in point 12.5 and in the table, apply.

13. Transfer of the Contract

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

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

Where, at the date of transfer, the general period for submitting the required 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 required documentation within the above periods prevents the transfer from taking effect, and the original Participant remains bound.

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

14. Price and Contributions

14.1. Price

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

The total price includes:

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

Unless expressly stated, the price does not include:

• 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 exclusive responsibility of the Participant.

14.2. Price per person

The price is presented 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 total 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 is converted into a fixed amount in euros, which does not increase with a 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 price, not an independent tax-deductible donation, and is fully subject to the corresponding 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 level of fees or taxes applied to tourism 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, in a clear and understandable manner, accompanied by the corresponding justifying calculation, within the meaning of Article 23(3) of Decree-Law No. 17/2018.

The Participant is entitled to a proportional price reduction whenever the variations referred to in this section result in a decrease in the costs applicable to the Package Trip, within the meaning of 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 communication sets a reasonable period for a decision. An increase of more than 8% only becomes binding upon express acceptance; silence does not amount to acceptance. In the absence of a response, the proposal lapses and the contract continues 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 validation of the Booking (dates, participants, options, add-ons, comfort level) requires a re-evaluation of the price and may result in additional costs according to the applicable fee schedule.

14.7. Reductions

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

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

Promotional codes. WAVES & LOVE may also issue promotional codes that allow Participants to benefit from a reduction 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 cannot be combined with each other.

Basis for calculating reductions. Reductions apply to the price of the accommodation; the already-reduced accommodation price forms part of the Base Price on which the NGO Contribution is calculated. Unless expressly stated otherwise, reductions do not apply to:

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

Combination of reductions. A promotional code may be combined with a direct reduction already applied to an accommodation or a destination. In that case, the direct reduction is applied as provided for, and the promotional code is then applied to the remaining eligible amount.

WAVES & LOVE reserves the right to change, suspend or remove any reduction 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 debit; capture is only ordered after confirmation of availability, within the meaning of point 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 validity;
• that they have sufficient funds or available credit to settle the amount of the Booking.

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 technical error or duplicate transaction duly demonstrated.

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

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

15.5. Authorization is not equivalent to confirmation of the Booking nor 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:

• 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 exclusively attributable to the authorities or to the Participant, without prejudice to its legal duties of information and assistance and to liability for incorrect or omitted information attributable to it.

16.2. The Participant provides, no later than 7 days before the stay, only the objectively required data or documents. After notice and a reasonable period to remedy the situation, an omission that makes the trip impossible may result in termination; the only applicable charge is the actual and demonstrated incremental administrative cost, up to the ceiling in the table, 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;
• phone 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 — when such situations result from:

• incorrect, incomplete or outdated contact details provided by the Participant;
• spam filters, email blocks 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 retaining 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

The Participant must, prior to their trip, consult the official information on travel formalities made available by the competent authorities of the destination country and, where applicable, 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 charges related to administrative, health, consular or border formalities are the exclusive responsibility of the Participant, who must ensure that they comply with the specific formalities.

WAVES & LOVE remains available to assist the Participant with their steps, should they request it, without prejudice to the final responsibility for obtaining valid documentation remaining exclusively theirs.

17.2. Health formalities

The Participant is invited to consult the health recommendations and travel advice published by the competent authorities of the country in question, in particular the official government websites relating to international travel and travelers' health, as well as any useful information from local or international health authorities, prior to departure, in order to be aware of all recommendations and obligations related to the potential health risks of the destination country. It is advisable to plan ahead for certain formalities, in particular 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. Authorization from the other parent 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 comply with the applicable form and recognition requirements and be presented to the authorities or carriers when requested.

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 they could reasonably have known, without prejudice to WAVES & LOVE's legal duties of information and assistance.

18.4. Only persons over 18 years of age may create an account, place orders or publish reviews. A minor is included as a traveler by whoever holds 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 purchased locally and not included in the Program are not WAVES & LOVE's responsibility.

20. Baggage

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

20.2. The Participant is required to file a claim with the entity providing the services at the time of theft, deterioration or destruction of baggage.

20.3. In international transport, in case 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 a mere delay in the delivery of baggage, the claim must be made within 21 days of the date of delivery.

20.4. Submitting such a claim is provided for in the International Conventions and is essential for triggering WAVES & LOVE's recourse against the service-providing entity.

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 communication addressed to WAVES & LOVE. Changes:

• are subject to availability;
• may result in 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 demonstrated 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 communication, within the meaning of Article 25(1) of Decree-Law No. 17/2018 of March 8.

The fee actually charged is the lower of the ceiling of the tier below and the reasonable and justifiable amount calculated as of the date of termination, taking into account how far in advance notice was given, 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 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 termination has not been communicated before the start of the trip, no-show follows an independent contractual regime: only the actual, non-recoverable costs are owed, less savings and reallocation revenue, up to the total price, with justification and refund of the balance within 14 days.

The specific 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 period of 14 days after termination.

21.3. Termination by the Participant in the event of 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 transport 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 start of the Package Trip, WAVES & LOVE may only unilaterally change conditions where the contract provides for it, 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, within the meaning of 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 tourism 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, as well as the legally provided options. The communication will include, where applicable, an indication of any equivalent or higher-quality substitute trips.

In the event of 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 period and indicates the consequences of failing to respond. A significant change or substitute trip only becomes binding upon express acceptance; silence does not amount to acceptance. In the absence of a response, the proposal lapses and the contract continues 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 occurs in the cases provided for by law, without prejudice to compensation where legally owed.

The provisions of this point do not affect WAVES & LOVE's right to make insignificant changes, provided such changes do not alter essential elements of the trip and are communicated to the Participant with reasonable notice, the contract remaining fully in effect.

21.5. Cancellation by WAVES & LOVE

WAVES & LOVE may only terminate the contract before the start of the trip in the two cases provided for in 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 period 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 non-performance 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 start of the trip.

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

• an alternative only if they expressly accept it; and, if they do not accept it,
• 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; any cancellation for another reason preserves the refund and compensation rights legally owed.

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 calculation of any termination fee owed.

22. Right of Free Withdrawal and Cooling-Off

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 serve only for information and assistance and do not conclude contracts nor 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 this, 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. Publication of reviews

After a trip has been completed, only a user over the age of 18 may optionally publish a rating and comment about a destination or mission. They may choose to display their name or a pseudonym; without a choice, the review does not reveal the account's identity. They separately consent, without a pre-ticked option, to the publication and indexing and may withdraw consent with equal ease, without effect on the Booking.

23.2. Purpose of reviews

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 the published rules;
• prevent fake reviews through proportionate verification of the existence of a booking, 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. Verification and withdrawal

Withdrawal of consent results in 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 confirming that the trip actually took place; a Booking alone 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 separate information and legal basis.

23.4. Moderation

WAVES & LOVE applies clear moderation rules, provides an electronic reporting channel and communicates the decision and its reasons 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 have recourse to the Travel and Tourism Guarantee Fund, and must for this purpose file a claim with Turismo de Portugal, I.P., as the entity responsible for its activation:

Turismo de Portugal, I.P.

Rua Ivone Silva, Lote 6, 1050-124 Lisboa

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 insurance or guarantees held by providers 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

Personal data is processed in accordance with the GDPR and WAVES & LOVE's Privacy Policy.

27. Alternative Dispute Resolution (ADR)

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

For services contracted or performed 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 prejudice 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 provided for in 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 prejudice recourse to other means of dispute resolution, including the Alternative Dispute Resolution entity identified in these Terms.

29. Amendments to the General Terms

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

30. Miscellaneous Provisions

If any part or provision of these General Terms 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: August 31, 2026