Booking Terms

These terms apply every time you book an experience, tour, ride or trip through a page powered by heycupo. They explain what heycupo does, what the operator does, and what happens if something goes wrong.

1. Who you are booking with

When you book through a heycupo page, your contract for the actual experience is with the operator running it. That is the company or person whose name appears on the booking page, who provides the vehicle, guide, equipment, meeting point and everything else that makes the experience happen.

heycupo is the booking platform. We provide the page, the payment rail and the QR ticket. We are not the guide, we do not own the vehicle, and we do not run the trip. Think of us the way you think of a ticket reader at a venue entrance: essential infrastructure, not the show.

2. What you pay, and when

Each experience shows its price and its payment terms on the booking page before you confirm. The possible models are:

Cash on arrival. You book for free now and pay the operator in cash at the meeting point.
Cash on arrival with a card guarantee. You book for free now, leave a card on file, and pay the operator in cash at the meeting point. Your card is only charged a "no-show fee" if you do not arrive and do not cancel. The exact no-show fee is shown before you confirm.
Deposit now, balance on arrival. A percentage of the total is charged to your card at booking. You pay the rest to the operator in cash at the meeting point.
Full payment online. The whole amount is charged to your card at booking. Nothing to pay on arrival.

The booking page tells you which model applies. If a card is charged at booking, the charge appears from the operator's merchant account. heycupo facilitates the payment but is not the merchant of record.

Prices are shown in the operator's currency and may also be shown converted to your local currency for clarity. If a conversion is displayed, the actual charge may vary by a small amount because exchange rates move. The charge will always equal the amount you see in the operator's currency or the presentment amount the booking page shows at the moment you click confirm, whichever the experience is configured for.

3. Cancelling and refunds

Each experience has its own cancellation policy, shown on the booking page and in your confirmation email. The three standard options an operator can choose 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 for that booking.

If the operator cancels for any reason, including weather, equipment failure or guide illness, you receive a full refund regardless of the policy. The only exception is when the operator offers you a reschedule that you accept instead.

For bookings that used "cash on arrival" (with or without a card guarantee), no refund is owed because no money was collected at booking. Simply cancel from your confirmation email to release the slot. For cash-on-arrival bookings with a card guarantee, cancelling before the cutoff releases your card from any no-show exposure. Cancelling after the cutoff or not showing up at all means your card will be charged the no-show fee displayed on the booking page.

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

4. No-show fees

If the experience you booked uses the card-guarantee payment model, and you do not arrive at the meeting point by the start time and have not cancelled before the cutoff in Section 3, the operator is entitled to charge the no-show fee displayed on the booking page at the time you booked.

You agreed to this charge explicitly at the confirm step. The exact text you agreed to is stored with your booking record as evidence, so there is no ambiguity about what was disclosed.

The no-show fee posts to your card from the operator's merchant account, labelled "NO SHOW" on your statement.

5. Service quality and what happens if the experience is not what you expected

The experience is the operator's responsibility, not heycupo's. This includes whether it runs safely, whether the guide shows up on time, whether the vehicle is clean, whether the weather cooperates and whether you enjoyed yourself. If the experience was materially not as described, or did not run at all, contact the operator first. Their contact details are in your confirmation email.

If the operator does not respond, or the resolution is unsatisfactory, reply to your confirmation email and heycupo will try to help mediate. This is a courtesy, not a contractual obligation. heycupo is not a party to your contract for the experience and cannot guarantee a specific outcome. Your ultimate remedies are whatever your local consumer protection law provides against the operator.

For credit card payments specifically, your card network (Visa, Mastercard, Amex) also provides a chargeback process. You are entitled to use it. heycupo, on the operator's behalf, will respond to chargebacks with the evidence on file (your booking record, the terms you agreed to, timestamps and any boarding or completion logs).

6. Safety, insurance and restrictions

Activities offered through heycupo can be physically demanding, take place outdoors, or involve motorised vehicles, boats, animals or other elements with inherent risk. You are responsible for honestly disclosing any medical conditions, fitness limitations, age restrictions, pregnancy or safety requirements that the operator asks about on the booking page or at the meeting point.

The operator is responsible for their own insurance, licences and safety procedures. heycupo does not verify individual operator insurance and cannot guarantee any particular level of coverage. If insurance matters for your booking, ask the operator directly before you travel.

7. Your data

When you book, we collect the information needed to contact you about the booking (name, email, optionally phone), the booking details (which experience, which slot, party size) and payment metadata. Card details themselves are handled by our payment processor. heycupo never sees or stores your full card number. We use this data to operate the booking, send you confirmation and reminders, process payments and refunds, and respond to disputes.

The full picture of what we collect, who processes it, how long we keep it, and the rights you have to access, correct or delete it, is in the Privacy Policy. Read it if any of that matters to you.

If you are a resident of the EU, UK, Switzerland, Mexico, Brazil or anywhere with data protection law, you have statutory rights over your personal data regardless of what any contract says, and we respect those rights. Contact us at the address in the Privacy Policy to exercise them.

8. What heycupo is not responsible for

Because heycupo is a booking platform, not the operator, heycupo is not responsible for:

The way the experience is delivered, its quality, its safety, or whether it meets your expectations.
Personal injury, property damage or death arising from participation in the experience. The operator's own insurance and your own travel or health insurance are the right places to look.
Acts of god, weather, strikes, civil unrest or anything else beyond reasonable control.
Losses caused by you giving the operator incorrect information at booking (wrong time, wrong meeting point, wrong party size).
Exchange rate variations between when you see a price and when your card is actually charged.

heycupo is responsible for the booking rail working as described. That means confirming the booking, sending the ticket, moving payments between your card and the operator's account, honouring the cancellation policy and protecting your data per the Privacy Policy.

To the maximum extent permitted by law, heycupo's total liability to you for anything connected to the booking rail is limited to the amount heycupo actually received from your booking as a platform fee. This does not affect any legal rights you have as a consumer under your local law, which apply in any case.

9. Changes to these terms

heycupo may update these terms. The version you agreed to when you made a booking continues to apply to that booking, forever. New bookings after an update use the new version, and you will see it on the booking page before you confirm.

10. Contact

Booking issues, refunds and questions about the operator: reply to your confirmation email first. The operator is the right first stop.

Data protection and privacy requests: see the Privacy Policy for the contact address.

Anything heycupo-specific, for example payments not landing, emails not arriving or the booking page being broken: contact the heycupo address in your confirmation email footer.

heycupo. Lisbon, Portugal. These terms are governed by Portuguese law for anything heycupo itself does (processing your booking, storing your data, moving payments). Your contract for the actual experience is with the operator and is governed by the operator's local law. EU consumer protection rights apply regardless.