Booking Terms

These terms apply when you book an experience, tour, ride or trip through a page powered by heycupo. They explain who you are booking with, how payments work, how your QR ticket is delivered and what happens if something goes wrong.

1. Who you are booking with

Your contract for the actual experience is with the operator named on the booking page. The operator provides the guide, vehicle, equipment, meeting point, safety process and customer service for the experience.

heycupo provides the booking page, checkout, confirmation email and QR ticket. We are booking infrastructure, not the guide, vehicle owner, tour operator or marketplace. We do not select the operator for you and we do not run the trip.

2. Your ticket

Your QR ticket is delivered by email. There is no tourist app to download. Make sure the email address you enter is correct and reachable while you travel.

If a booking is confirmed, the confirmation email is the source of truth for your ticket code, meeting details, cancellation link and operator contact details.

3. What you pay and when

Each booking page shows the price and payment model before you confirm. The possible models are:

• Cash on arrival. You book now and pay the operator in cash at the meeting point.
• Cash on arrival with card guarantee. You book now, save a card as a guarantee and pay the operator in cash at the meeting point. Your card is only charged the no-show fee shown before you confirm if you do not arrive and do not cancel in time.
• Deposit now, balance on arrival. A percentage of the price is charged to your card at booking. You pay the rest to the operator at the meeting point.
• Full payment online. The full amount is charged to your card at booking. Nothing is due on arrival.

The booking page tells you which model applies. Card payments are processed through the operator's Stripe connected account. heycupo facilitates the payment but is not the merchant of record for the experience.

When online payment or card verification is required, your spot may be held for a short time while checkout finishes. If the card payment, card verification or delayed payment method fails, is cancelled or expires, the booking is not confirmed, the spot is released and no QR ticket is valid for entry.

Prices are shown in the operator's currency. If the page also shows a converted amount, that conversion is for clarity and may vary slightly because exchange rates move.

4. Cancelling and refunds

Each experience has a cancellation policy, shown on the booking page before you confirm and included in your confirmation email. The standard heycupo policies are:

• Flexible: full refund if you cancel at least 2 hours before the experience starts.
• Standard: full refund if you cancel at least 24 hours before the experience starts.
• Strict: full refund if you cancel at least 48 hours before the experience starts.

If you cancel after the cutoff, no refund is due unless the operator chooses to make an exception.

If the operator cancels for any reason, including weather, equipment failure or guide illness, you receive a full refund of any amount charged through heycupo. The operator may offer a reschedule, but you do not have to accept it.

For cash-on-arrival bookings, no refund is needed because no money was collected at booking. Cancelling before the cutoff releases the slot. For card-guarantee bookings, cancelling before the cutoff also releases your card from no-show exposure.

To cancel, use the link in your confirmation email or reply to that email and ask the operator.

5. No-show fees

If your booking uses card guarantee and you do not arrive by the start time without cancelling before the cutoff, the operator may charge the no-show fee shown when you booked.

You agree to this charge at the confirm step. heycupo stores the agreed text, timestamp, IP address and browser information as evidence.

6. Experience quality, safety and disputes

The operator is responsible for the experience itself. That includes safety, insurance, licences, equipment, vehicles, guides, route changes, weather calls, accessibility of the activity and whether the experience matches the description.

If the experience was materially not as described or did not run, contact the operator first using the details in your confirmation email. If the operator does not respond, reply to the confirmation email and heycupo will try to help mediate. Mediation is a courtesy, not a guarantee of a specific result.

For card payments, your card network may provide a chargeback process. You are entitled to use it. heycupo and the operator may respond with evidence on file, including the booking record, terms accepted, payment record, boarding logs and communication history.

7. Your data

When you book, heycupo collects the data needed to operate the booking: name, email, optional phone, booking details, locale, payment metadata and consent evidence. Card details are handled by Stripe. heycupo never sees or stores your full card number, CVC or card expiry date.

See the Privacy Policy for what we collect, who processes it, how long we keep it and how to exercise your rights.

8. What heycupo is responsible for

heycupo is responsible for the booking rail working as described: creating the booking, sending the ticket email, routing card payments through Stripe, applying the cancellation policy in the product and protecting your data according to the Privacy Policy.

heycupo is not responsible for the actual delivery, safety or quality of the experience. To the maximum extent permitted by law, heycupo's total liability for the booking rail is limited to the amount you paid through heycupo for that booking. This does not reduce any mandatory consumer rights you have under your local law.

9. Changes

The version you accepted when you booked applies to that booking. New bookings after an update use the new version shown at checkout.

10. Contact

Booking issues, refunds and operator questions: reply to your confirmation email first.

Privacy requests: see the Privacy Policy.

heycupo-specific issues, for example a broken booking page, payment status problem or missing ticket email: reply to the heycupo address in your confirmation email footer.

heycupo. Lisbon, Portugal. Last updated: version v2, effective 2026-04-27. These terms are governed by Portuguese law for what heycupo itself does. Your contract for the experience is with the operator and follows the operator's local law. Mandatory consumer rights still apply.