Please read these terms and conditions which apply when booking a tour online from Serena Razão, an agent or a point of sale.

Serena Razão online sales – “One Ticket Tour”

Tours can be changed or cancelled up to 15 days before departure with a fee of €100 per request. For changes and cancellations after 15 days before departure, there is no refund. This also applies if you book with less than 15 days before the start date of the tour.

If you want to change the number of travellers in your reservation, you must contact us to cancel the entire booking. It must be rebooked for the other travellers if there is a vacancy on the respective circuit.

All changes require available capacity.
In case an increase is verified in the Prices of any service, the User will be informed  immediately, being able to choose to continue with his order (making the payment of  the difference) or to proceed with his cancellation. Serena Razão does not offer cancellation and we recommend that everyone take  out travel insurance private that covers cancellations.

Please arrive well in advance of your trip's departure.

If parts of the tour or transport elements cannot be completed (due to traffic disruptions, outages or similar), you will receive a refund for the affected transport elements.

If the tour has been cancelled due to unforeseen circumstances (such as natural disasters, government actions, industrial disputes or other events that make it difficult or inadvisable to proceed with the trip), you will receive a refund for the tour.

Serena Razão is responsible for informing you of significant changes that apply to your reservation.

An activity can be changed or cancelled up to 15 days before departure Free of charge. For changes and cancellations after 15 days before departure, there are no refunds. This also applies if you book less than 15 days before the start date of the activity.

Bad weather does not give grounds for cancellation. If, on the other hand, the supplier has to cancel for safety reasons due to bad weather conditions, a refund will be given.

Serena Razão does not offer cancellation insurance and we recommend that all take out private travel insurance that covers cancellations.

Accommodation booked through the “One Ticket Tour” website follows the conditions indicated by each of the operators, which will have to be respected by the customer.

Cancellation must be done no later than 6:00 pm on the day before the scheduled arrival unless otherwise specified, otherwise the credit card will be charged for the first night for the hotel reservation.

Your luggage must be dropped off at your hotel reception before 7:00 am. You can retrieve your luggage at your hotel of arrival from 21:00 on the same day. You must stay at the hotels to which your luggage will be transferred.  Serena Razão will not be responsible for your luggage if you make changes to your accommodation.

You must mark all luggage with your name and booking code  in advance, as we cannot transport luggage without knowing the name of the owner and the order id in the “One Ticket Tour”. An individual document and reference will be attached to each piece of baggage. A copy of this document will be left at the reception of the hotel where the luggage was picked up.

You must have your own travel insurance in case of damage to luggage.

Damage demonstrably done to luggage during our custody will be compensated by our subcontractor or its insurer according to its principles. Late delivery after 23:00 is compensated at €10 per unit. If delivery is delayed until the next day, we will reimburse the expenses for the necessary purchase of personal care products, interior clothing, etc. If the delay is caused by factors beyond our control (e.g., force majeure, accident, road closures, etc), we are not obliged to such compensation.

Cancellations up to 10 days before the baggage transfer start date are refunded 100%, cancellation later than 10 days before departure cannot be made or refunded. Cancellations need to be completed through “One Ticket Tour” customer service, or they will not be refunded.

For tours and circuits purchased from sales agents or distributors, refer to the agent/distributor’s terms and conditions, as well as the regulations of the sales country in question.