Last updated: 26 September 2026
1. About these terms
These Terms of Service (“Terms”) apply when you visit or use the Memory Heroes website, contact us, request a proposal, create an account or book a travel service through us. “Memory Heroes”, “we”, “us” and “our” mean the Memory Heroes travel and destination management business operating from Portugal and registered under RNAVT no. 6979. “You” means the person using the website or the lead traveller making a request or booking.
By using the website or proceeding with a booking, you confirm that you have read these Terms. If a booking confirmation, proposal or other written travel contract contains product-specific conditions, those conditions form part of the agreement and take precedence where they address the same subject.
2. What Memory Heroes provides
Memory Heroes plans and arranges private travel, destination management programmes, itineraries and travel services in Portugal, including accommodation, transport, activities, guides and related arrangements. The website may also display services delivered by independent third parties.
Depending on the service and the agreement confirmed with you, Memory Heroes may act as the organiser, retailer, intermediary or booking facilitator. The role that applies to your booking, together with the main service provider where relevant, will be identified in the proposal or confirmation. Nothing in these Terms removes rights that apply by law to a package, organised trip or other regulated travel service.
3. Website use and information you provide
You agree to use the website lawfully and not to interfere with its operation, attempt unauthorised access, copy its content for commercial use, submit misleading information or use another person’s account or payment details.
You are responsible for ensuring that the information you provide is complete and accurate, including names, contact details, dates, passenger numbers, ages, accessibility or mobility needs, dietary requirements and any information needed to deliver the service safely. We may rely on the information supplied by you and may charge reasonable costs caused by an error or late change.
4. Requests, proposals and booking confirmation
A request submitted through the website or by email is not, by itself, a confirmed booking. We may need to check availability, pricing, operating conditions and the requirements of the relevant third parties before issuing a proposal.
A proposal is valid only until the date stated in it, or until the relevant availability or price changes. A booking becomes confirmed only when we send written confirmation and any deposit or payment required for confirmation has been successfully received. Until then, availability and pricing are not guaranteed.
We may correct an obvious pricing, description or availability error before confirmation. If an error affects a confirmed booking, we will explain the available options and apply the rights and remedies required by law.
5. Prices, taxes and payment
Prices are shown in the currency stated in the proposal or booking flow and may include the taxes and fees identified there. Unless expressly stated otherwise, the total amount due, payment schedule, deposit and balance date are those shown in the confirmed proposal or booking confirmation.
Payments may be processed through a secure third-party payment service. We do not ask you to send full card details by email or store payment credentials in the website content. A payment authorisation, pending status or internal record is not a confirmation that funds have settled until the payment processor confirms it.
Where a tax invoice, receipt or other fiscal document is required, we will issue or arrange it according to the applicable transaction and legal requirements. A booking confirmation is not automatically a tax invoice.
6. Changes, cancellations and refunds
The cancellation, amendment and refund conditions applying to a booking will be shown in the relevant proposal, confirmation or service description. These conditions may differ between services and may include non-refundable amounts, supplier charges, deadlines or minimum notice periods.
If you ask to change or cancel a booking, contact us as soon as possible using the details in your confirmation. We will explain the available options and any charge before processing the change where reasonably possible. A request is not effective until we confirm it in writing.
If a service is changed or cancelled by Memory Heroes or by a third party, we will contact you with the options available under the applicable booking terms and law. Refunds, where due, will normally be made to the original payment method after the relevant amount has been received or reconciled. The timing of a refund may also depend on the payment service and the banking system.
7. Third-party services
Some services, facilities, transport, accommodation, activities and payment functions are supplied or operated by third parties. We may use third parties to fulfil a booking, but we will not identify individual API or technology partners in these Terms; they are referred to collectively as “third parties”.
Third-party conditions may apply to the service you book, including safety rules, baggage limits, check-in requirements, age restrictions, cancellation rules and conduct standards. We will make the applicable material conditions available in the proposal, booking flow or confirmation where we receive them.
We select and coordinate third-party services with reasonable care. Where the law makes Memory Heroes responsible as an organiser or trader, that responsibility remains. Otherwise, the third party may be responsible for the direct delivery of its own service. Nothing in these Terms limits mandatory consumer protections or a right to a remedy that cannot legally be excluded.
8. Traveller responsibilities
You are responsible for holding the passports, visas, permits, insurance, health documents and other travel documents required for your journey, unless we have expressly agreed in writing to arrange a specific document or service.
You must arrive at the agreed time and place, follow reasonable instructions, comply with applicable laws and respect the people, property and safety rules involved in the service. We may refuse or end a service where a person behaves abusively, unlawfully or in a way that creates a safety risk. Any refund in that situation will depend on the booking terms and applicable law.
9. Accessibility and special requirements
Please tell us about accessibility, mobility, medical, dietary or other special requirements before we confirm a booking. We will pass relevant information to the appropriate third party and tell you if a requested arrangement cannot be guaranteed. A request is not confirmed merely because it has been submitted.
10. Changes caused by conditions outside our control
Travel can be affected by weather, transport disruption, strikes, public health measures, government action, security events, natural events, supplier failure and other circumstances outside our reasonable control. We will take reasonable steps to reduce the effect on your trip and communicate material changes. Your rights in a particular situation are governed by the booking conditions and applicable law.
11. Complaints and support
If something goes wrong during a service, tell the relevant on-site contact and Memory Heroes as soon as reasonably possible so that we have an opportunity to assist. After the trip, send complaints to hello@memoryheroes.pt, quoting your booking or proposal reference and the details needed to investigate.
We will review complaints in good faith and respond within a reasonable time. You may also use the official complaint and consumer-protection channels available in Portugal, without giving up any mandatory rights.
12. Intellectual property and website content
The website, its design, text, images, branding and original materials belong to Memory Heroes or are used with permission. You may view and use the website for personal, non-commercial travel planning. You may not reproduce, modify, scrape, publish or commercially exploit our content without written permission.
Travel descriptions, images, maps and third-party information are provided to help you evaluate a service. They may change and are not a guarantee of an exact room, vehicle, route, view, menu, schedule or facility unless that item is expressly included in your confirmation.
13. Liability
We are responsible for the obligations that apply to our role in your booking and will provide services with reasonable care and skill. To the extent permitted by law, we are not responsible for loss caused by your acts or omissions, inaccurate information supplied by you, failure to follow instructions, or an event outside our reasonable control.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, wilful misconduct, a breach that cannot legally be excluded, or any mandatory consumer or traveller right. Where a statutory limit, compensation regime or package-travel rule applies, it governs instead of any inconsistent wording here.
14. Privacy and cookies
Our Privacy Policy explains how we process personal data. Our Cookies Policy explains the cookies and similar technologies used by the website. Please read both before providing personal information.
15. Changes to these Terms
We may update these Terms to reflect changes to the website, services or legal requirements. The version published on this page applies to future use and new bookings from its stated update date. The terms supplied with an existing confirmed booking continue to apply to that booking unless a change is required by law or agreed with you.
16. General provisions
If a provision is found to be invalid or unenforceable, the remaining provisions will continue to apply. A failure to enforce a provision immediately is not a waiver of that provision. You may not transfer a booking or your rights under these Terms without our prior written consent, subject to any transfer right required by law.
17. Applicable law and jurisdiction
These Terms are governed by Portuguese law. Any dispute will be dealt with by the competent courts under the rules applicable to the customer and the service, without prejudice to mandatory consumer protections, traveller rights or any alternative dispute-resolution mechanism available by law.
18. Contact
For questions about these Terms, a proposal or a booking, contact hello@memoryheroes.pt or use our Contact page.