Terms of use

1. Who we are and what these terms cover

Voala Tour ("Voala Tour", "we", "us", "our") is a company based in Portugal, operating an online marketplace at voalatour.com. These terms are a legally binding agreement between you and Voala Tour governing your access to and use of the platform, in any role — Customer, Company, Driver, Partner, or visitor. By creating an account or using the platform, you accept these terms in full. If you don't agree, don't use the platform.

2. Voala Tour is an intermediary, not the service provider

Voala Tour operates a booking marketplace. We are not a tour operator, transport company, or travel agency, and we do not organize, supervise, or perform the tours, transfers, or experiences listed on the platform. Every Company is an independent business, and every Driver and Partner acts independently of Voala Tour — none of them is our employee, agent, partner, or legal representative, and nothing in these terms creates such a relationship. A contract for the underlying service is formed directly between the Customer and the Company (or, for a partner-resold booking, the Partner); Voala Tour is not a party to that contract.

3. Eligibility and accounts

You must be at least 18 years old to create an account. You're responsible for the accuracy of the information you provide, for keeping your login credentials confidential, and for all activity that occurs under your account, whether or not authorized by you. Notify us immediately at geral@voalatour.com if you suspect unauthorized use of your account. We may refuse, suspend, or terminate an account at our reasonable discretion, including for a breach of these terms, suspected fraud, or misuse of the platform.

4. Listings, approval, and Company responsibilities

A Company is solely responsible for the accuracy, legality, and quality of every listing it publishes — including its description, pricing, availability, included/excluded items, and cancellation policy — and for actually holding any licence, insurance, or authorization required by law to provide it. Our review and approval of a listing is a basic moderation check, not a certification, endorsement, or guarantee of quality, safety, or legality, and we accept no liability for a Company's failure to meet these obligations. Each listing's cancellation policy, as shown at the time of booking, is the policy that applies to that booking — Voala Tour does not impose a separate platform-wide cancellation or refund policy.

5. Bookings, pricing, and payment

When a Customer books, a direct contract for that service is formed with the Company (or Partner) providing it, on the terms shown at checkout. Payment is processed by Stripe, our payment processor; we do not store full card details. Some Companies receive payouts automatically through Stripe Connect; others are settled by Voala Tour on a manual basis. Voala Tour retains a commission on each booking, which is deducted from the amount paid to the Company and does not increase the price charged to the Customer. We are not responsible for currency conversion, bank fees, or delays caused by Stripe or a Customer's own bank.

6. Partners and resale

A Partner may resell a Company's already-approved listing at a price at or above the Company's base price; the markup above that base price belongs entirely to the Partner. Commission terms between a Partner and a Company are agreed between them and shown to the Partner in their account — Voala Tour is not a party to that commercial arrangement and does not guarantee, collect, or enforce payment of amounts owed between a Partner and a Company outside of what is processed on the platform itself.

7. Drivers

A Driver is engaged, assigned, and supervised by the Company that lists them — not by Voala Tour. Voala Tour has no employment, agency, or contractor relationship with any Driver and is not responsible for a Driver's conduct, qualifications, licensing, insurance, or fitness to work, all of which are the assigning Company's responsibility.

8. Cancellations, no-shows, and disputes between users

Cancellations are governed by the specific listing's cancellation policy, shown before booking. A no-show or last-minute change reported through the platform is flagged to the Company for review; resolving it — including any refund, rebooking, or compensation — is between the Customer and the Company (or Partner), not Voala Tour. We may, at our discretion but without obligation, assist in mediating a dispute reported to us.

9. Acceptable use

• Don't use the platform for any unlawful, fraudulent, or deceptive purpose.
• Don't attempt to book, pay, or transact outside the platform to avoid fees, or otherwise circumvent the payment system.
• Don't misuse personal data obtained through a booking for any purpose beyond fulfilling that booking.
• Don't list, offer, or facilitate a service you aren't legally authorized or able to provide.
• Don't interfere with, reverse-engineer, scrape, or attempt to disrupt the platform's normal operation.
• Don't impersonate another person or misrepresent your affiliation with any Company, Driver, or Partner.

We may suspend or terminate access for a breach of this section without prior notice.

10. Intellectual property

The Voala Tour name, logo, and platform design and software are our property or licensed to us, and nothing in these terms transfers any of it to you. Content a Company uploads (photos, descriptions) remains that Company's property; by publishing it, the Company grants Voala Tour a non-exclusive, royalty-free licence to display it on the platform and in reasonable promotion of the platform, for as long as the listing remains published.

11. Disclaimers

The platform is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, express or implied, about the platform's availability, accuracy, or fitness for a particular purpose, and about the quality, safety, timeliness, or legality of any listed service — those are the responsibility of the Company, Driver, or Partner providing it.

12. Limitation of liability

To the maximum extent permitted by law: Voala Tour is not liable for any indirect, incidental, or consequential loss arising from your use of the platform or of a booked service; our total liability to you for any claim arising from these terms or the platform is limited to the commission we actually retained on the booking(s) giving rise to the claim; and we are not liable for the acts, omissions, negligence, or misconduct of any Company, Driver, or Partner. Nothing in this section excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by our own negligence, or any right you have as a consumer under mandatory EU or Portuguese law.

13. Indemnity

You agree to indemnify and hold Voala Tour harmless from any claim, loss, or expense (including reasonable legal fees) arising from your breach of these terms, your misuse of the platform, or — if you are a Company, Driver, or Partner — your provision of a listed service, to the extent permitted by applicable law.

14. Consumer right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), the 14-day right of withdrawal that normally applies to online purchases does not apply to a booking for accommodation, transport, or leisure services performed on a specific date or during a specific period — which is what every tour, transfer, and experience on this platform is. Any right to cancel or change a booking is instead governed by that listing's own cancellation policy under Section 8.

15. Force majeure

Neither Voala Tour nor a Company, Driver, or Partner is liable for a failure or delay caused by circumstances beyond reasonable control — including extreme weather, natural disaster, strikes, war, epidemic, or government action.

16. Changes to the platform and these terms

We may modify, suspend, or discontinue any part of the platform, and may update these terms, at any time. We'll post the updated version here with a new "last updated" date; continuing to use the platform after a change takes effect means you accept it. If a change is material, we'll make reasonable efforts to flag it more prominently.

17. Severability and entire agreement

If any provision of these terms is found unenforceable, the rest remain in full effect. These terms, together with any policy they reference, are the entire agreement between you and Voala Tour regarding the platform, superseding any prior agreement on the same subject.

18. Governing law and disputes

These terms are governed by the laws of Portugal, without regard to conflict-of-law rules. Any dispute arising from these terms or the platform is subject to the exclusive jurisdiction of the Portuguese courts, without prejudice to any mandatory consumer-protection right you have to bring a claim in your own country of residence under EU law. Before starting formal proceedings, we ask that you first contact us at geral@voalatour.com so we can try to resolve the issue directly.

19. Contact

Questions about these terms? Reach us at geral@voalatour.com.