Terms & Conditions
1. Introduction
Handled, operating under the Handled Portugal service identity, provides curated journeys, on-ground support, and travel-related coordination services across Portugal.
Our services are designed to help travelers, families, and guests move through Portugal with greater continuity and local support — whether through planned journeys, practical assistance, or personalized coordination.
The information presented on this website is intended to provide a general overview of Handled’s services and approach. Specific services, availability, arrangements, and timelines may vary depending on the nature of each request.
By using this website or contacting Handled through the website, email, WhatsApp, or other communication channels, you acknowledge and agree to these Terms & Conditions.
2. Company Information
Handled is operated by Europrime Retail Solutions Unipessoal Lda, a company registered in Portugal.
Registered address: Rua Das Pretas 43, 2 andar, sala 5, 9000-049 Funchal, Madeira, Portugal
NIPC: 517975203
RNAAT Registration: nº 1167/2025
Contact: [email protected]
3. Scope of Services
Handled Portugal provides curated journeys, on-ground support, concierge-style coordination, and operational assistance services designed around the individual needs of each client.
Services may include journey planning, local coordination, itinerary guidance, operational assistance, and related travel support, and the organization of travel-related arrangements within Portugal.
While Handled’s services are primarily centered around Portugal, certain arrangements or coordinated journeys may occasionally extend to neighboring regions or other locations depending on the nature of the request.
Each request is handled individually and may involve a combination of direct services, local coordination, and third-party arrangements depending on the nature of the journey or support requested.
Certain support services may also be provided independently from active travel arrangements and may involve local coordination, administrative assistance, operational problem-solving, or Portugal-based concierge support requested remotely by clients.
Handled does not operate as a carrier, airline, or public transportation operator, and does not function as a booking marketplace or automated reservation platform. Certain elements of a client’s experience may involve independent third-party providers, partners, or external services operating under their own terms, availability, and responsibilities.
Descriptions presented on the website are illustrative in nature and intended to communicate the general style and scope of Handled’s services. Specific arrangements, timing, travel plans, availability, and operational details may vary depending on the circumstances of each request.
4. Service Requests & Availability
All service requests submitted through the website, email, WhatsApp, or other communication channels are subject to review, availability, and operational capacity.
Due to the personalized nature of Handled’s services, arrangements are handled individually and may vary depending on timing, location, scheduling requirements, third-party availability, and the scope of support requested.
A request or inquiry does not constitute a confirmed service arrangement until explicitly confirmed by Handled.
Handled reserves the right to decline, modify, postpone, or adjust requests where operational conditions, timing constraints, safety considerations, third-party limitations, or other circumstances make the requested arrangement impractical or unavailable.
Estimated timings, routes, schedules, and proposed arrangements may occasionally require adjustments due to operational realities, local conditions, traffic, weather, public events, travel disruptions, or other external factors.
5. Pricing & Payments
Pricing for Handled services is determined individually based on the nature of the request, timing, locations involved, level of coordination required, and the scope of support provided.
Any pricing, estimates, or proposed arrangements shared through the website, email, WhatsApp, or other communication channels are provided as individual service quotations and may be subject to adjustment if the scope of the request changes.
Certain arrangements may require advance payment, deposits, or the prepayment of third-party services, reservations, tickets, accommodations, or other travel-related expenses.
Unless otherwise agreed, payment terms and timing will be communicated directly during the coordination process.
Handled reserves the right to revise pricing where modifications, additional requests, timing changes, extended coordination time, third-party costs, or other circumstances substantially affect the original scope of service.
6. Changes, Cancellations & Refunds
Due to the personalized and coordination-based nature of Handled’s services, changes, cancellations, and refunds are reviewed individually depending on the stage, scope, and operational commitments associated with each arrangement.
Clients are encouraged to communicate schedule changes, delays, or cancellations as early as reasonably possible.
Certain services, third-party reservations, tickets, accommodations, prepaid arrangements, or operational commitments may be non-refundable once confirmed, purchased, reserved, or scheduled.
Handled reserves the right to retain deposits or apply reasonable cancellation fees where significant preparation, scheduling, coordination work, reserved operational time, third-party costs, or committed arrangements have already been undertaken.
Where possible and operationally feasible, Handled may attempt to accommodate reasonable modifications to schedules, timing, or journey arrangements. However, adjustments cannot always be guaranteed, particularly in cases involving short notice, external providers, travel schedules, availability limitations, or operational constraints.
In cases of client no-shows, inability to establish communication, significant delays without notice, or abandoned arrangements, services may be considered cancelled without refund where operational resources and scheduled commitments have already been allocated.
Nothing in these Terms shall limit any mandatory consumer rights applicable under Portuguese or European Union law.
7. Third-Party Services
Certain arrangements coordinated through Handled may involve independent third-party providers, including independent mobility providers, accommodations, restaurants, activity providers, venues, guides, ticketing services, or other external partners.
While Handled may assist in coordinating or facilitating such arrangements as part of a client’s overall experience, these third-party services remain subject to the operational conditions, availability, terms, policies, and performance of the respective providers.
Handled cannot guarantee the uninterrupted availability, performance, timing, scheduling, or conduct of independent third-party services and shall not be held responsible for disruptions, delays, cancellations, closures, overbookings, operational failures, or other circumstances originating outside Handled’s direct control.
Where possible, Handled may make reasonable efforts to assist clients in navigating unexpected disruptions or changes involving third-party providers. However, such assistance does not constitute acceptance of liability for the underlying third-party service itself.
8. Client Responsibilities
Clients are responsible for providing accurate and timely information relevant to the requested arrangements, including travel details, schedules, contact information, group size, luggage considerations, special requirements, and any circumstances that may affect the coordination of services.
Clients are expected to remain reasonably reachable through the agreed communication channels during active arrangements and to communicate significant delays, schedule changes, or disruptions as early as possible.
Clients are also expected to act respectfully toward drivers, local partners, vehicles, accommodations, venues, and other individuals or property involved in the coordinated experience.
Clients are responsible for ensuring that vehicles, equipment, and any property made available as part of the coordinated experience are used respectfully and appropriately.
Clients may be held responsible for damage, excessive cleaning requirements, misuse, loss, or other costs caused by their actions, omissions, negligence, or the actions of members of their group.
Handled reserves the right to refuse, pause, adjust, or terminate any arrangement where the safety of clients, drivers, local partners, vehicles, or property may be at risk.
Handled and its local partners reserve the right to refuse, suspend, modify, or discontinue arrangements where safety, legal compliance, operational feasibility, or respectful working conditions may be compromised.
This may include situations involving unsafe locations, aggressive or abusive conduct, intoxication, unlawful activity, dangerous conditions, excessive delays without communication, or circumstances that reasonably place clients, drivers, local partners, vehicles, or property at risk.
Where safety-related decisions are made in good faith under operational circumstances, such decisions shall not constitute a breach of service obligations.
Handled reserves the right to modify, pause, or terminate arrangements where client behavior, unsafe conditions, unlawful activity, abusive conduct, significant misinformation, or operational risks materially affect the feasibility, safety, or integrity of the service environment.
Clients remain responsible for their personal belongings, travel documentation, visas, health requirements, and compliance with applicable local laws and regulations throughout their journey.
9. Delays, Force Majeure & External Factors
Certain aspects of travel, movement, scheduling, and local coordination may occasionally be affected by circumstances outside Handled’s reasonable control.
These circumstances may include traffic conditions, weather events, road closures, public events, demonstrations, travel disruptions, strikes, accidents, natural events, government actions, regulatory restrictions, infrastructure issues, operational failures of third parties, or other unforeseen situations affecting mobility or local operations.
While Handled may make reasonable efforts to adapt arrangements, communicate updates, and assist clients in navigating unexpected disruptions, uninterrupted timing, exact schedules, journey arrangements, or operational continuity cannot always be guaranteed.
Handled shall not be held responsible for delays, interruptions, modifications, cancellations, losses, or additional costs arising primarily from circumstances beyond its reasonable operational control.
10. Liability Limitation
Handled’s services are provided on a reasonable efforts basis within the operational scope of the arrangements coordinated for each client.
To the maximum extent permitted under applicable law, Handled shall not be held responsible for indirect, consequential, or secondary losses arising from the use of its services, including but not limited to missed connections, missed opportunities, business interruption, emotional distress, expectation-based claims, or disruptions caused by external circumstances beyond Handled’s reasonable operational control.
Handled’s responsibility, where applicable, shall be limited to the direct scope and value of the specific arrangement coordinated by Handled.
Clients remain responsible for their personal belongings, valuables, travel documentation, health-related requirements, and personal decisions made throughout their journey.
Handled cannot guarantee the monitoring, tracking, storage, or recovery of personal belongings left unattended, forgotten, misplaced, or transported during coordinated arrangements.
Clients are encouraged to keep valuables, travel documents, electronics, medications, and other important personal items under their own supervision at all times.
Handled shall not be held responsible for loss, theft, damage, delay, or misplacement of personal belongings except where liability arises directly from proven gross negligence or unlawful conduct under applicable law.
Nothing in these Terms & Conditions excludes or limits liability where such limitation is not permitted under applicable law.
11. Website & Communication Disclaimer
The content presented on this website is intended to communicate the general nature, style, and approach of Handled’s services and should not be interpreted as a guarantee of specific outcomes, availability, timing, experiences, or operational conditions.
Images, descriptions, examples, suggested journeys, timelines, and service references are illustrative in nature and may vary depending on timing, availability, location, operational realities, third-party involvement, seasonal factors, and the individual needs of each client.
Communication through email, WhatsApp, social media, contact forms, or other channels does not constitute a confirmed arrangement unless explicitly confirmed by Handled.
Handled reserves the right to update, modify, suspend, or remove website content, service descriptions, operational details, or availability information at any time without prior notice.
12. Privacy & Data Protection
Handled processes personal information in accordance with applicable data protection and privacy laws, including the General Data Protection Regulation (GDPR), where applicable.
Information submitted through the website, contact forms, email, WhatsApp, or other communication channels may be used for the purpose of responding to inquiries, coordinating requested services, communicating operational details, and improving the overall client experience.
Additional information regarding the collection, use, storage, and protection of personal data, as well as the use of cookies and related technologies, is available in the Privacy Policy and Cookie Policy published on this website.
13. Complaints & Dispute Resolution
Handled values clear communication and reasonable efforts toward resolving concerns in a constructive and professional manner.
Clients may submit complaints or formal concerns directly through the communication channels provided on this website or through the Portuguese Electronic Complaints Book (“Livro de Reclamações Eletrónico”), accessible via the Complaints Book link published on the website.
Where applicable under Portuguese consumer protection rules, clients may also have access to alternative consumer dispute resolution mechanisms through the appropriate Portuguese consumer dispute resolution entities.
Additional information regarding available dispute resolution mechanisms may be provided upon request.
14. Governing Law
These Terms & Conditions shall be governed and interpreted in accordance with the laws of Portugal.
Any matters arising in connection with the use of this website or Handled’s services shall be subject to the applicable legal and regulatory framework in Portugal.
Effective Date: 26.05.2026