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Faqs

Common Questions

Faqs
  • Search
  • Registration
  • Communication
  • Booking Process
  • Gift Vouchers
  • Payments
  • Rates
  • Booking Cancellations and Modifications
  • Tours/Cruises
  • Experiences
  • Design your trip
  • Reviews and Ratings
  • Complaints/Disputes
  • Search
    • 1 - How do I search for activities?
      There are two ways to search on the platform:

      Search Engine: On the home page and results pages, you can search for activities, locations, or dates. In the free-text search, results are sorted by the search terms entered. You can also filter by region, category, duration, price, and reviews in the sidebar.

      Menus: At the top of the platform, you’ll find menus with all offers grouped by type of experience or by wine region.
    • 2 - How does the Map work?

      The Map feature was designed specifically to list and locate our partner wineries.

       

      Geographic Directory: By using the map, you can view the exact location of wineries in all of Portugal’s wine regions. When you click on a winery’s icon, you’ll see its name and can access the available experiences, making it easy to plan your visit based on your current location or travel route.


  • Registration
    • 1 - Is it necessary to be registered on the website to make a reservation?
      Yes. To make a booking or booking request, you must create a user account.
    • 2 - What personal data is required to register?
      Just your name, email address, and password. You can also sign up quickly using your Google account.
    • 3 - What actions can I carry out on my user account?

      You can manage your reservations (view or cancel them), access the message center to chat with partners, manage your favorites, and update your personal information or password.


  • Communication
    • 1 - Can I pose questions directly to the partners?

      Yes. You can use the message center on the activity pages to communicate directly with service providers. The expected response time is 48 hours. Please note that the message center is intended for answering questions and handling special requests; the actual reservation must always be made through the platform’s online system.

    • 2 - How can I get in contact with Portugal by Wine?

      You can contact us by:

      - Telephone: +351 234 029 828 (Call to national fixed network)
      - Mobile: +351 913 613 578 (Call to national mobile network)
      - E-mail: [email protected] 
      - Online Chat (WhatsApp)
  • Booking Process
    • 1 - Why should I book with Portugal by Wine?

      Booking through Portugal by Wine gives you access to a curated selection of the best wine tourism and culinary experiences in Portugal, through a simple, fast, and secure process. By choosing this platform, you are guaranteed:

       

      - The best available price;

      - Booking confirmation within 48 hours;

      - Direct and transparent communication with service providers;

      - Easy management of all bookings in a single user dashboard;

      - Specialized and accessible real-time customer support;

      - A system of real reviews and a newsletter with exclusive suggestions and promotions 

    • 2 - Will my booking be confirmed right away?
      It depends on the activity. There are two booking types, identified on the experience page and in the title during checkout:
       
      Instant confirmation booking: The booking is automatically confirmed by the system.
       
      Booking subject to confirmation: The partner has up to 48 hours to validate the request (identified at checkout as "Booking Request"). If the request is accepted, the booking is confirmed. If it is declined or the deadline expires, the request is automatically cancelled and the bank pre-authorisation is released, with no charge to the customer.
    • 3 - Who is responsible for providing the service?

      Portugal by Wine acts as an intermediary platform. When you make a reservation, you are entering into a direct contract with the partner (the winery, the tour operator, etc.). The partner will be solely and exclusively responsible for carrying out the activity and for the quality of the service provided.

    • 4 - What information is needed to make a reservation?

      To make a reservation, simply create an account on the platform. During the checkout process, you will be asked to provide only the essential information: your name, contact information, tax ID number, and country of origin.

    • 5 - Can I make a reservation for a group or bring children?

      Yes. When making a booking, simply select the number of people in your party. Capacity varies depending on the activity, and the system automatically applies any applicable discounts or special group rates. For children, always check the activity description to confirm the minimum age requirement and whether any reduced or free rates apply.

    • 6 - Can I make a special request to the partner regarding my booking?
      Yes. You can send your special requests directly to the partner through the platform’s messaging center or, more conveniently, by using the comments box available during the booking process itself.
    • 7 - Will I receive a written confirmation of my reservation?
      Always. All confirmations and status updates are sent via email:

      With the confirmation model: An email is sent confirming receipt of the order, followed by an email with the partner’s confirmation or rejection.

      With the instant model: A confirmation email is sent the moment the purchase is made.
       
      Note: The confirmation email serves as your voucher. Please print it out or show it on your phone on the day of the experience. 
    • 8 - How can I check the status of my booking?

      To check your reservation status, you must access your user account and select the “Bookings” tab.

    • 9 - How far in advance should I book?
      Bookings must be made at least 48 hours in advance. However, it is not possible to book experiences more than one year in advance.
    • 10 - Can I book over the phone?
      No. To ensure data security and the efficiency of the process, Portugal by Wine’s booking service is 100% online. However, our customer support team is always available via chat, email, and phone to assist you and answer any questions you may have during the online process.
    • 11 - What is the booking code, and what is it used for?

      The booking code is the unique reference number for your purchase (it can be found on the voucher). It is essential to have it on hand so you can quickly identify your booking whenever you need to contact the partner or Portugal by Wine.

    • 12 - It has been 48 hours since I submitted the booking request and I still haven´t received the confirmation. What should I do?

      Portugal by Wine’s policy is that partners respond within 48 hours, but please allow an additional 24 hours (for a total of 72 hours) to account for potential days off or local holidays. If you have not received a response after this period, please contact Portugal by Wine and provide your booking code so that the issue can be resolved.

    • 13 - Where can I find the partner´s contacts and address?

      The partner’s direct contact information (phone number and address) will be provided on the voucher once the booking has been confirmed. Until then, all communication with the partner must be conducted through the platform’s messaging center.

  • Gift Vouchers
    • 1 - Can I book an activity to offer to someone else?

      Yes. If you’d like to gift an activity, simply select the “Offer this experience” option on the activity’s page. 

       

      When choosing this option:

      - Select the number of people (and, if applicable, a predefined date range), but you don’t need to choose a specific date for the activity just yet;

      - You can personalize the voucher with a special message;

      - You have the flexibility to choose between immediate delivery (right after payment confirmation) or scheduled delivery for a specific date (ideal for special occasions);

      - The voucher is sent digitally to the email address you provide (your own or directly to the person receiving the gift);

      - The purchase invoice will be sent separately, with your details, only to your email.


    • 2 - How long is the gift certificate valid?
      The gift voucher is valid for six (6) months from the date of purchase, exclusively for booking purposes. The activity (the date on which the experience actually takes place) may occur after these six months, provided that the booking is requested within the voucher’s validity period.
    • 3 - How should the gift voucher scheduling be handled by the person who receives it?
      Scheduling of the gift voucher must always be done by email ([email protected]), in order to ensure formal registration of the request. Telephone contact remains available for general enquiries. Under no circumstances should the customer schedule directly with the partner.

      The booking request must be made at least 8 (eight) days in advance of the desired date for the experience. Requests made with less notice may not be accepted or will be subject to the partner’s availability.

      The desired date is always subject to confirmation of the partner’s availability. Whenever the requested date is not available, Portugal by Wine will present alternatives as soon as possible.

      In the request, you must indicate the reservation code (format PBWXXXXXX/XXXX), the desired date, and, whenever possible, one or two alternatives.

    • 4 - What happens if I cannot book the experience I have been offered, while the voucher is still valid?
      If the booking request is submitted within the 6-month validity period but the experience is not available on the desired date, Portugal by Wine will endeavor to offer alternative dates within a reasonable timeframe.
       
      If the experience is permanently unavailable (due to the partner’s closure or a change in their offering), Portugal by Wine reserves the right to replace it with another experience of similar quality, content, and value.
       
      If the booking request is not submitted within the 6-month period, the voucher expires, and there will be no refund, extension, or conversion to credit, unless expressly decided otherwise by Portugal by Wine.
    • 5 - Can I change the date after I´ve already booked the experience?
      Yes. The scheduled date can be changed once, free of charge, provided the request is made at least 48 hours in advance of the scheduled date and subject to the partner’s availability. Additional changes or requests made with less than 48 hours’ notice will be evaluated on a case-by-case basis.
    • 6 - What happens if you don´t show up (no-show)?
      If the beneficiary does not show up on the scheduled date and time, or cancels less than 48 hours in advance, the voucher will be considered used, with no right to rescheduling or refund.
    • 7 - Can I transfer the voucher to someone else?
      Yes. The gift voucher can be transferred to another person before the experience is booked; simply notify Portugal by Wine when making the reservation. Once the booking is confirmed, any changes to the recipient are subject to the partner’s policy.
    • 8 - Can I use the voucher for an experience other than the one listed?
      No. The voucher is valid only for the experience specified at the time of purchase. If you would like a different experience, you will need to purchase a new voucher or make a direct reservation on the website for the experience you want.
    • 9 - Is it possible to cancel a gift voucher and request a refund for the amount paid?

      Gift vouchers may be canceled provided they meet the requirements of the reservation cancellation policy, and a refund will be issued if the conditions for cancellation are met. However, the following specific rules apply:

      - Cancellations must always be made by the purchaser (the person who bought the voucher) and never by the person who was going to use the gift;

      - As with regular reservations, cancellation will incur a 5% fee based on the amount paid to cover online payment processing fees.

  • Payments
    • 1 - What payment methods can I use?

      Portugal by Wine offers 100% secure, fast, and simple payment methods. During the checkout process, users can choose from:

      - Credit Card (Visa, Mastercard) via the secure Stripe platform;

      - PayPal (using your account balance or linked card);

      - Apple Pay and Google Pay (for a quick and direct payment via mobile device or browser);

      - MB WAY (payment via mobile phone number);

      - Multibanco Reference (option available exclusively for the purchase of Gift Vouchers).

    • 2 - Do I have to pay when I make the booking?

      It depends on the type of booking you have chosen:

       

      - Bookings with immediate confirmation: Yes, the total amount is charged when you complete the booking, and the booking is automatically confirmed.

       

      - Bookings subject to confirmation (Booking Request): No. In this case, the system will only place a pre-authorization (hold) on your payment method. The amount will only be charged if the partner accepts the booking.

    • 3 - What happens to my money if my booking request is declined?

      If the partner is unavailable and declines the request (or if the 48-hour period expires), the pre-authorization will be immediately canceled by Portugal by Wine, and you will not be charged any amount. The actual release of this held amount on your bank statement may vary depending on your bank’s procedures.

    • 4 - In what currency can I pay for a reservation made on Portugal by Wine?

      The payment platform used by Portugal by Wine allows for payment in over 25 currencies, in the case of payment in a currency other than the Euro, payment will be converted at the current exchange rate.

    • 5 - Can the experience be paid on site?

      No. To guarantee your booking and the security of the entire process for both parties, payment must be made in full through the Portugal by Wine platform at the time of booking.

    • 6 - Is my credit card secure?

      Yes, your credit card information will always be secure. Portugal by Wine uses the advanced SSL (Secure Socket Layer) security protocol to encrypt all information. In addition, your payment details are never stored on our servers; processing is carried out in an encrypted manner by certified third-party payment providers (Stripe, PayPal, and Easypay).

       

    • 7 - My credit card was charged more than the amount of the booking. How should I proceed?

      Portugal by Wine will never charge any amount to customers’ credit cards beyond the booking fee. If you believe that an amount has been incorrectly charged (and that this is not due to exchange rates applied by your bank), please contact Portugal by Wine so we can review the situation.

    • 8 - Who issues the invoice and how do I access it?

      Portugal by Wine is responsible for processing invoices directly with customers. You will receive, via email, the invoice corresponding to the amount paid for the services purchased on the platform. Requests for invoice corrections must be submitted within 5 business days of the invoice’s issuance.

  • Rates
    • 1 - Does the rate of service include applicable fees?

      Yes. All prices listed on the platform already include VAT and all applicable legal fees. The amount shown is the final price for the activity.

    • 2 - Are the prices listed per person or per group?
      There are two pricing categories for the experiences available on Portugal by Wine:

      Price per person: The total cost of the reservation will be the sum corresponding to the number of people selected at the time of purchase.

      Price per package: The price shown is fixed and covers the total number of people included in the respective package (e.g., a private tour for 2 people).

      Note: Users should carefully read the terms and conditions on the activity page to confirm which of these pricing options applies to the desired experience.
    • 3 - Are the prices listed on the website fixed?
      Most are, but prices for some experiences may vary depending on the day of the week or the time of year (high/low season). When you select your desired date on the calendar on the activity page, the system will immediately display the final, exact price for that day.
      There are also exclusive or customized activities that require a quote request. In these cases, the user enters the information (date, number of people, preferred language), and the partner will respond within 48 hours with confirmation of availability and the corresponding quote.
    • 4 - Do children pay the same price?
      It depends on the activity and the child’s age. Each partner determines independently the age at which a ticket fee applies, whether it is a partial fee (at a discount) or the full price of the experience. All information regarding terms, ages, and discounts for children is detailed in the activity description and is automatically applied during the booking process.
    • 5 - Is there an extra fee for the Portugal by Wine service?

      No. The Portugal by Wine booking service is completely free for users. No administrative or additional fees are charged on top of the final price of the experience provided by the partner.

  • Booking Cancellations and Modifications
    • 1 - How can I cancel or change my reservation?
      All reservations can be canceled directly through your user account. Simply go to the “Reservations” section, select the desired experience, and click “Cancel Reservation.” The partner will be automatically notified by the system, so there is no need to contact them directly. We recommend that you always check the activity’s cancellation policy before proceeding.
       
      To make changes: If you wish to change the date, time, or number of people, please contact Portugal by Wine via email at [email protected] or by phone, providing the booking code. Our team will coordinate with the partner to confirm the feasibility of the change. Change requests are subject to the partner’s availability and their respective cancellation policy.
    • 2 - If I need to cancel my reservation will there be a cancellation fee?
      Penalties for late cancellations or no-shows vary depending on the cancellation policy set by each partner, which is described on each activity’s page. However, the following platform rules apply:

      For all cancellations initiated by the customer that are eligible for a refund, a 5% administrative fee will be deducted from the refund amount to cover the costs of processing the online transaction.
    • 3 - How do I know my reservation has been cancelled?
      Once the process is complete, you will receive an email notification confirming that the booking has been cancelled. Alternatively, you can always check and confirm the current status in your user account, under the “Bookings” section.
    • 4 - When and how can I be refunded?
      Portugal by Wine is responsible for managing and processing refunds to the customer, provided that the cancellation meets the partner’s policy requirements.
       
      How: The refund will be processed automatically via the same payment method used at the time of purchase (credit card, PayPal, MB WAY, etc.). For payments made via Multibanco Reference, the refund will be issued via bank transfer.
       
      When: The refund will be processed within a maximum of 30 (thirty) days from the confirmation of the cancellation.
  • Tours/Cruises
    • 1 - Where is the meeting point for the tours/cruise activities?
      The exact meeting point (address and, often, a link to a map) is listed on each activity’s page. Once your reservation is confirmed, this information will also appear on your voucher. To ensure that everything goes smoothly, we always recommend arriving at least 15 minutes before the start time.
    • 2 - Is transport from my accommodation included?
      Whether a transfer service (pickup and drop-off at your hotel or accommodation) is included varies by program. Some activities include this service for free or for an additional fee, while others require you to make your own way to the meeting point. This information is clearly stated in the “What's Included” section on each experience's page.
    • 3 - What happens in case of bad weather?
      Outdoor activities, and especially cruises, are strictly subject to weather conditions and, in the case of rivers, to navigability conditions (as determined by maritime authorities). If the partner determines that the necessary safety conditions for conducting the activity are not met, the activity may be rescheduled for a new date to be agreed upon with the customer. If rescheduling is not possible, the reservation will be canceled and a full refund of the amount paid will be issued.
    • 4 - Are meals included in the longer programs?
      It depends on the selected program. Many full-day tours and cruises include a traditional lunch and wine tastings, but other options may only include light snacks on board or may not include a meal at all. You should always check the “What's Included” tab on the activity page before finalizing your booking request.
    • 5 - Where will I be dropped off after the tour finishes?
      It depends on the activity. Most tours end at the customer’s hotel or at a central location in the departure city. You should confirm this information directly on the experience page or, alternatively, with the service provider via the messaging center.
    • 6 - What languages are available on the tours/cruises?
      The available languages are listed on each experience’s page. Additionally, during the booking process (in the participant selection section), users must select their preferred language for the activity.
    • 7 - Will I have a guide during the tour/cruise?
      The information is detailed on each experience’s page. You can check the activity itinerary and the “What’s Included” tab to see if the experience includes a guide.
    • 8 - Do the activities include travel insurance?
      Yes. Portugal by Wine’s partner tour operators are companies duly accredited by Turismo de Portugal and hold the mandatory insurance required to carry out their respective tourism activities. However, given the standard limitations of this insurance, we recommend purchasing personal travel insurance for more comprehensive coverage.
  • Experiences
    • 1 - What kind of activities can I book at wineries?
      Portugal by Wine offers a wide variety of winery experiences, including:

      - Guided tours and wine tastings;
      - Tastings of regional products and paired meals;
      - Nature and wellness programs in the vineyards;
      - Grape harvest activities;
      - Food and wine courses and workshops.

      You can find all these activities in the top menu of the platform, under the “Experiences” section, or by using the search filters to explore specific subcategories.
    • 2 - Can I choose the language for the winery tour?
      Yes. The wineries offer activities in several languages, as indicated on each experience’s page. During the booking process (in the section where you select participants and dates), the system will ask you to choose your preferred language for the activity.
    • 3 - Is there a minimum and maximum number of people per booking?
      Yes. Capacity varies depending on the activity and the partner. Many exclusive experiences require a minimum number of participants (often 2 people) to take place, while others have a strict maximum capacity due to space constraints and to ensure service quality. When you select the number of participants during checkout, the system will automatically apply these limits, preventing reservations that do not meet the winery’s requirements.
    • 4 - Can I book an activity for any time of the day?
      Available times are set in advance by each partner and can be viewed on each experience’s page. When you begin the booking process, immediately after selecting your desired date on the calendar, the system will display the available times for that specific day. Simply select your preferred time from the menu before proceeding to checkout.

      Recommendation: Since tours and tastings are often conducted in groups and have a set duration, we recommend that you plan to arrive at the winery about 10 to 15 minutes early. This ensures that you can enjoy the entire experience with maximum peace of mind, without rushing, and in harmony with the other participants.
    • 5 - Can I book more than one activity in the same winery?
      Yes. However, the system processes each reservation individually. If you wish to book two different activities with the same partner, you will need to complete two separate booking and payment processes. Just make sure the times you choose do not overlap, allowing enough time to enjoy each experience.
    • 6 - Can children join me during the winery experiences?
      Yes. At many wineries, children are welcome to accompany their parents, and some estates even offer exclusive activities tailored for younger guests (such as juice tastings). This information is always detailed on the experience page. If you have any further questions, you can contact the partner directly through the messaging center.
    • 7 - Can I bring my pet?
      In most cases, pets are not allowed in production areas and wineries for strict hygiene and food safety reasons (with the exception of legally certified guide dogs or service dogs). However, if the winery has outdoor areas designated for this purpose and allows pets, the experience page will clearly indicate “Pet Friendly.” If in doubt, the user should contact the partner via the messaging center.
  • Design your trip
    • 1 - How can I request a customized wine tourism program?
      Portugal by Wine offers a service dedicated to creating exclusive experiences tailored to your pace. To place an order, simply click on the “Design your Trip” option in the platform’s top menu and fill out the form with your preferences. Our team will review your vision and create a unique proposal.
    • 2 - Do I need to have a user account to place a request for a custom experience?
      Yes. To ensure data security and efficient, centralized tracking of your order, you must create a user account on the Portugal by Wine platform and log in before submitting the form.
    • 3 - What information should I provide on the order form?
      To help our team design the perfect experience, the interactive form available on the “Design Your Trip” page asks for key details needed to customize your itinerary, such as:

      - Participants: Number of people (adults and children) and their age ranges;
      - Trip Logistics: Preferred date (or date range), desired duration, and total estimated budget;
      - Wine Preferences: Wine regions of interest, the type of winery desired, and the participants’ level of wine expertise;
      - Experience Details: A free-form description of the activities you would like to include and a field for additional notes.
    • 4 - What kind of activities can be included in a custom programme?
      We offer complete flexibility to meet your expectations. You can include a wide range of services in a single integrated program, such as:

      - Private tours and food and wine tours;
      - Exclusive experiences and premium tastings at wineries;
      - Cruises and river activities;
      - Accommodations (Wine Breaks);
      - Transfer services (private transportation);
      - Corporate and team-building events. 
    • 5 - Who organizes and conducts the personalized experiences?
      Portugal by Wine is solely responsible for itinerary design, strategic planning, and logistical organization, always based on the preferences indicated by the client. The practical execution (implementation) of activities on the ground will be handled by our network of carefully selected premium partners.
    • 6 - Is it possible to request a program that lasts several days?
      Yes. Portugal by Wine designs everything from one-off half-day activities to full multi-day programs (such as Wine Breaks or major tourist routes), tailoring the itinerary to the time available and the client’s preferences.
    • 7 - Can you organize events for large groups or companies?
      Yes. Portugal by Wine has extensive experience in organizing corporate events, incentive trips, and team-building activities, tailoring every detail to the company’s specific requirements, size, and objectives.
    • 8 - Is there any cost for Portugal by Wine to design a custom program?
      The initial request and feasibility analysis are free of charge. However, depending on the complexity of the itinerary requested (especially for multi-day programs or large groups), a deposit may be required to cover the costs of organizing the activity.
    • 9 - How are the payment and confirmation handled for an experience organized by Portugal by Wine?
      Once the itinerary has been finalized, Portugal by Wine will send the client a complete proposal. This document will include all the details of the itinerary, what is and is not included, the final price, the terms and conditions, and the available payment methods, as well as the cancellation policy applicable to that specific program. The reservation will only be confirmed upon approval of this proposal.
  • Reviews and Ratings
    • 1 - What are the comments and evaluations?
      The comments and reviews are genuine opinions and ratings left exclusively by customers who have already participated in an activity. Although leaving feedback is optional, it is essential: it helps Portugal by Wine monitor the quality of the services provided by its partners and greatly assists future users in their selection and decision-making process.
    • 2 - How do I review and rate an experience?
      There are two simple ways to share your feedback after completing an activity:

      Via email: A few days after the experience, you will receive an automated email from Portugal by Wine with a direct invitation to rate the activity and the service provider;

      On the platform: Alternatively, you can access the page for the experience you completed and submit your review in the comments section.

      Moderation: Before publication, every review is checked by the Portugal by Wine team to confirm it matches a completed booking of the experience being reviewed. All valid reviews are published on the activity page. Portugal by Wine may hide or remove reviews containing offensive or inappropriate language, or information shown to be fals.
    • 3 - Can I edit a review?
      No. Once a review has been submitted, the system does not allow users to edit it directly. If you need to change, correct, or delete a comment that has already been published, you must contact Portugal by Wine customer support directly so that the change can be processed internally.
  • Complaints/Disputes
    • 1 - How should I proceed if I want to file a complaint?
      The procedure varies depending on the entity that is the subject of the complaint:
       
      Complaints regarding the activity (Partner): Since Portugal by Wine acts as an intermediary platform, any complaint regarding the quality or execution of the experience must be directed to and resolved directly with the service provider (the partner). Portugal by Wine may, however, provide support in mediating the process whenever requested by the customer, although the contractual responsibility for the execution of the activity lies with the partner. The user may also express their dissatisfaction through the comments and reviews system for the respective activity.
       
      Complaints about the platform (Portugal by Wine): If the reason for dissatisfaction is related to the booking process or to the customer service provided directly by the platform, the customer should report the situation via email to [email protected]. Additionally, direct access to the company’s Electronic Complaints Book is available in the footer of the website.
    • 2 - In the event of a dispute, which dispute resolution entities can I contact?
      Pursuant to Law No. 144/2015 of September 8, we hereby inform you that, in the event of a consumer dispute, you may turn to the following Alternative Dispute Resolution Entities:

      - Ombudsman for Travel and Tourism Agencies
      Address: Rua Duque de Palmela, 2 - 1º Dtº, 1250-098 Lisbon
      Phone: +351 213 553 010
      Website: www.provedorapavt.com

      - Portuguese Tourism Arbitration Commission
      Website: www.turismodeportugal.pt
       
      - Directorate-General for Consumers

      You may consult the complete list of any of the other competent entities, duly indicated on the official website at www.consumidor.pt.
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