Terms & Conditions
Responsible Travel Policy | Terms & Conditions
RESPONSIBLE TRAVEL POLICY
Our mission is to Travel With Impact. It reflects everything we do and the way we connect our business with our social responsibility towards local communities and the environment.
This policy aims:
– To identify our initiatives to reduce or eliminate the negative impacts of our operational and administrative processes, and to maximize the positive social and environmental impact of the experiences we promote;
– To communicate to all stakeholders involved in our business model, our commitment to adopt social and environmental best practices;
– To differentiate our experiences from other operators in the market;
– To create truly meaningful experiences to our customers, that reflects a travel like a local concept and the sustainability factor as an added value component;
– To demonstrate how our company meets and exceeds the minimum standards set to join Responsible Travel.
We believe that corporate responsibility is an essential business management approach essential to gain stakeholder trust.
An integrated CSR approach, which engages with the business processes, is the focus of our responsible business strategies. ImpacTrip’s responsible business approach has three main pillars: Corporate governance, local and fair employment, and local and responsible sourcing.
ImpacTrip’s corporate governance framework is the widest control mechanism, both internally and externally, stimulating the proper and efficient use of corporate resources and, simultaneously, requiring accountability for those resources.
Our approach is directly linked with every stage of the service life cycle: beginning from the supply chain, all operational processes are planned and managed with this approach, paying particular attention to stakeholder concerns and expectations.
Local and fair employment
– We created 3 new jobs in 2016;
– All our guides are local people recruited on the site of the tour;
– We created a program that provides free training to people who were homeless in Lisbon and are now being supported by a social institution, allowing them to be guides on tours through the sites where they had happy moments while explaining how was Lisbon back on their time. This is a social project so the revenues of these tours are split 70-30: 70% for the guides and 30% for ImpacTrip, to assure the sustainability of the project.
– All our staff have a contract and a fair wage.
Local and responsible sourcing
– We select our suppliers based on their economic responsibility policy;
– We give preference to buying local products whenever possible;
– We host 90% of our travellers in socially-drive accommodations. We collaborated with 4 social institutions that developed tourism projects and transformed their facilities to receive our guests. We pay them a fair rate and this contributes 100% for the financial sustainability of their social mission;
– We developed socially-driven restaurants together with some social organizations that already had the infrastructure and equipment to feed hundreds of beneficiaries and only needed the know-how to launch this service and target the tourists. We suggest their services to the people who travel with us;
– To print documents (apart from A4 size) we use copy shops managed by one of our social partners that employ homeless, or former-homeless people, who are drug-free and are participating in their rehabilitation programs;
– In 2016 alone, accounting for donations and paid services, we have transferred over 60,000€ to our social and environmental partners.
Our environmental impact is mainly related to our business operations as we minimize all possible administrative impacts.
– We regularly examine ways to reduce greenhouse gas emissions of our operation;
– We implemented processes of recycling and paper reuse at the office and incentivize recycling procedures on the ecosystem our offices are located (which comprehends over 200 other companies);
– Our staff comes to the office by public transportation;
– We move around the city to meet with partners by public transportation;
– Our brochures are only sent digitally, never printed;
– We include information regarding water and paper consumption reduction, energy savings, environmental protection, and the importance of buying locally sourced products, on the pre-arrival document.
Impact minimization initiatives
– We select our suppliers based on their sustainability policy;
– We primarily suggest electric transportation options for our program transfers;
– We promote programs in 7 different sites in Portugal that directly benefit Natural Reservations, protected parks and environmental NGOs: www.impactrip.com/experience/nature/ In these programs, travellers dedicate their time to contribute to the protection of the environment by planting trees, maintaining the park, staying at an accommodation of the Park itself, or by just contributing financially to the environmental partner;
– We promote programs in 5 different sites in Portugal that directly benefit the Marine ecosystem: www.impactrip.com/experience/dive/ These programs aim at raising awareness for the importance of marine conservation: Travellers collect trash from the Ocean and, together, we have cleaned over 588 Kgs of trash from the Atlantic Ocean on the coastline of Albufeira and Cascais;
– We will launch at least 3 more environmental protection projects in rural areas, in 2017.
Our business model is directly and undoubtedly linked with our social responsibility, as one cannot exist without the other. The positive social impact of our operations is an intrinsic part of how we operate and adding value to the service itself and to the experience of the customer.
Social responsibility on the relationship with suppliers
– We select our suppliers based on their social responsibility policy;
– We conduct regular meetings and maintain ongoing communication efforts with our social partners to ensure that the volunteers bring an added value to their mission;
– We conduct regular surveys to understand the satisfaction of our social partners regarding our support and communication;
– We give preference to suppliers which have a social mission. In fact, 90% of our suppliers are social institutions.
Social responsibility on operations
– All travellers are provided with accurate and complete pre-trip information about the social and political situation in Portugal, particularly safety concerns;
– On the pre-arrival document, we include information regarding local culture and traditions that should be respected;
– We regularly suggest special opportunities for our travellers to visit our social partners and understand what their mission is about. Sometimes they also join their activities;
– We have supported some of our 200 partners with over 5800 hours of volunteer work since the beginning of 2016;
– We suggest hand-made products built/created by our social partners as souvenirs for our travellers.
Internal social responsibility
– We offer benefits to our staff that promote a healthy lifestyle (ex. Discounts on gyms, restaurants, etc);
– Our staff can, and are incentivized to, dedicate at least 2 hours per week volunteering at a local NGO;
– All the food that is not eaten during a meeting or an event that we organize – which remains untouched – is donated to one of our partners: they will redistribute it on the same day to a family in need.
TERMS & CONDITIONS
Tours and Packages
1.1. The various tours and packages presented in this website are copyrighted products prepared by the company. They are operated by a Tour Guide speaking fluently a language agreed with each customer.
1.2. Social Impactrip tours are operated in different vehicles depending on the number of people, namely in tuktuks, vans, mini-buses or buses.
1.3. Buying a day tour or a tour package (private or in group) ensures the customer transportation, guide service throughout the day and throughout the trip, admission tickets to monuments when mentioned, tasting of traditional sweets when mentioned, wine tasting when mentioned, accommodation and meals at quality hotels or hand-picked hostels and insurance coverage in accordance to Portuguese law. Any extra not mentioned in the program is not included in the tour and will be the responsibility of the customer. Changes are possible when agreed with the customer.
1.4. Some monuments are closed on certain days of the week or may close without prior notice or on national closure days like Easter holidays, January 1st, May 1st and December 25th, so the company cannot guarantee visit at these days.
- Reservations and Payments
2.1. In order to confirm a reservation any program the customer must deposit 50% of the full quotation, settling the remaining amount 30 days before arrival.
2.2. The Social Impactrip Ltd reserves the right to cancel any reservation for which payment has not been effected under the above conditions.
2.3. Price changes in packages: The budget sent to our customers expire after 15 days. After that period, prices may increase due to several changes according to availability of the hotel partner, transportation partners, tour guides, and other services included in the packages/tours.
2.4. Payments can processed by one of the following methods:
2.4.1. Bank Wire Transfer: Please send us an email with the bank receipt.
2.4.2. PayPal: PayPal presents itself as an international payment service of trust, solidity and fast operations.
3.1. Quoted prices already reflect the value added tax ( VAT ) at the current local rate. This fee is mandatory in EU countries and where the service is operated.
- Cancellations, NO-SHOW and Changes
4.1. In case of cancellation, the full amount will be refunded if the agency is noticed until 15 days before arrival. After this period, only 20% will be refunded to back to customer.
4.2. The customer may cancel the trip at any time, however, should be aware that the amount paid to date may not be partially or entirely refunded. Please check the refund policy – Point 8.
4.3. In case of NO-SHOW (no show at the date of arrival), the agency will not make any refund concerning the trip of the absent customer. This applies to hotels, restaurants, entrance fees to monuments, or any other element of the program.
4.4. If the client prefers, and if possible to the travel agency, changes can be made to departure dates, hotels, room type, vehicle transportation, selected restaurants and places to visit, with at least 15 week days in advance.
4.5. Customers may also reallocate their participation and payment with a substitute person who satisfies all the conditions required for the trip, provided of notification to the agency at least 15 days in advance and acceptance of service providers included in the trip.
4.6. We reserve the right to change the order of the itinerary or services provided, like hours of departure or replace any hotel initially planned by others of similar category in exceptional cases. If unforeseen circumstances force the agency to suspend any trips, customers will be entitled to reimbursement of the amounts already paid.
- Luggage Responsibility
5.1. The Agency only takes responsibility for any damage or loss of luggage in multi-day program when customers luggage has been kept in the car trunk/boot, up to a maximum limit of 500 EUR.
5.2. We are not responsibly for the customers luggage when it is kept inside the hotel room.
5.3. Under no circumstances is the agency will be responsible for the loss or theft of valuable items such as gold, diamonds, jewelry, silver and money, personal documents, credit cards, notary documents, projects, paintings or art manuscripts.
As required by law, Article 35 of Decree No 199/2012 of 24 August, the services operated by Social Impactrip Ltd are covered by liability insurance, as well as personal accident insurance.
6.1. Liability Insurance – Policy No
6.1.1. Contracted guarantees: The minimum amount covered by insurance is 75,000 EUR, covering the risks arising from the activity, guaranteed compensation for property damage and personal injuries caused to clients or third parties by actions or omissions of Social Impactrip or their representatives.
6.1.2. The repatriation of customers and their assistance
6.1.3. The medical care and necessary medicines in the event of accident or illness occurring during the trip, including those which are necessary after completion of travel.
6.2. Personal Accident Insurance – Policy No.
6.2.1. Contracted guarantees:
126.96.36.199. Death by accident: 21 605 EUR
188.8.131.52. Permanent Disability by accident: 21 605 EUR
184.108.40.206. Processing expenses by accident: 3 782 EUR
220.127.116.11. Simultaneous Death of Insured Person and Spouse or Companion: 15 000 EUR
18.104.22.168. Funeral expenses: 5 000 EUR
22.214.171.124. Expenses for rescue operations, search and victim transportation: 1 000 EUR
7.1. Clients should always have with them updated personal documentation (passport, permits, updated vaccines, documentation regarding dietary restrictions, etc.).
7.2. Under no circumstances the agency will be held responsible for the loss or theft of our customers personal documents such as passport, driving license, ID cards and bank debit or credit cards.
8.1. Tour Packages (over 1 day). The refund policy is set out below:
Refunds (Percentage indicates how much is refunded to client until cancellation order)
More than 15 days before arrival 100%
Less than 15 days 20%
9.1. Clients reserve the right to complain for the services provided or any other aspect that has gone against the quality of service. These complaints shall only be considered when submitted in writing to the agency where the booking and payment was made, within no more than 15 days after the end of the services. Complaints may be written to our head office:
Rua Dr. Lopes Batista, 39 Cartaxo
- Closing Days
10.1. Company closes on 25 December and 1 January.
- Further information
11.1. Any other information not here reported or unclear, should be obtained through e-mail firstname.lastname@example.org