Refunds, Cancellations & Pickup Policy
We want your experience in Lisbon to be smooth and stress-free. Below you’ll find our policies for cancellations, refunds, rescheduling, and pickup/meeting points.
Refunds & Cancellations
Free cancellation (24 hours)
You can cancel your tour free of charge up to 24 hours before the scheduled start time and receive a full refund.
Late cancellations & no-shows
- Cancellations made less than 24 hours before the start time are non-refundable.
- No-shows (not arriving at the agreed pickup/meeting point on time) are non-refundable.
Fair exceptions (weather & safety)
In rare cases of severe weather or safety/operational issues, we may offer one of the following:
- Reschedule at no extra cost, or
- Full refund, if rescheduling isn’t possible.
Rescheduling Policy
Reschedule up to 24 hours before
You can request a reschedule up to 24 hours before your tour start time, subject to availability.
Requests under 24 hours
If your request is made less than 24 hours before the tour, rescheduling is not guaranteed and depends on our schedule.
How to reschedule
Please message us on WhatsApp: +351 966 017 803
Include:
- Your name
- Tour name
- Original date/time
- Preferred new date/time
- Number of participants
Pickup & Meeting Points
Choose your pickup point at checkout
When booking, you’ll choose one of our official pickup points below.
Official pickup points
-
Hard Rock Cafe Lisbon
Av. da Liberdade 2, 1250-144 Lisboa -
Pestana CR7 Lisboa
Rua do Comércio (near Praça do Comércio) -
Time Out Market (Mercado da Ribeira)
Back entrance (rear side of the market) -
Museu do Fado (Alfama)
Alfama area
Optional hotel pickup (when possible)
You may also share your hotel/accommodation address (optional). If your hotel is on the route or convenient for pickup, Kikas will contact you via WhatsApp to confirm a hotel pickup time and location.
Hotel pickup is not guaranteed and depends on route planning, traffic, and timing.
Be on time
Please arrive 5–10 minutes early at the agreed pickup/meeting point. Tours run on schedule, and delays can affect the route and other bookings.
Late Arrival & No-Show Policy
Grace period
We allow a short grace period of up to 10 minutes when possible.
After the grace period
If you arrive later than the grace period, we may need to:
- shorten the tour to keep the schedule, or
- treat it as a no-show if we can’t wait due to logistics/traffic.
Refund Processing (Stripe)
Refunds are issued back to the original payment method. Depending on your bank/card provider, refunds typically take 5–10 business days to appear on your account.
We can process full or partial refunds when applicable.
Contact
Questions? Message us on WhatsApp: +351 966 017 803
