FAQs

Regardless of age, each child is considered a passenger, so please include them when entering the number of passengers during booking. You can select the type of child seat you need while filling in your booking details. Child seats are charged extra.

On our website, you’ll find information about the maximum number of passengers and luggage allowed for each vehicle class. Each class is illustrated with examples of car models included in that category.

If you’re unsure which class best suits your needs, contact our support team via online chat or email at info@toptourportugal.com.

The capacity of each vehicle is shown on our website. A standard piece of baggage is defined as a bag or suitcase with a combined length, width, and height of no more than 158 cm. Hand luggage can be placed inside the car.

Important note: If you’re traveling with non-standard baggage (e.g., skis, snowboards, bicycles, strollers, wheelchairs, oversized suitcases, or golf clubs), specify this when booking or contact our support team via email at info@toptourportugal.com or online chat to choose the right vehicle class.

Standard baggage is defined as luggage with combined dimensions (length, width, and height) not exceeding 158 cm. Any baggage larger than this may be considered non-standard.

If you have non-standard baggage such as skis, snowboards, bicycles, strollers, wheelchairs, oversized suitcases, or golf clubs, include this information in the “Notes” field when booking. You can also contact us for advice at info@toptourportugal.com or via online chat.

We are pet-friendly and provide a comfortable environment for traveling with your pets. Our drivers are trained to ensure a safe and stress-free journey for you and your pet.

To enable this service, select the “I’m traveling with pets” option when booking.

For everyone’s convenience, please ensure your pet is transported in a carrier, and you have all the necessary documentation with you. Keep your pet in the carrier throughout the ride.

There are two ways to change your booking:

1. Through your personal account, at least 24 hours before the trip. You can access your account by clicking on “Personal Account” in the email we sent you and setting a password.
2. By contacting our support team if your transfer is less than 24 hours away.

Important note: Requests to modify bookings less than 24 hours before the trip may not be accommodated.

There are two ways to cancel your booking:

1. Through your personal account, at least 24 hours before the trip. You can access your account by clicking on “Personal Account” in the email we sent you and setting a password.
2. By contacting our support team if your transfer is less than 24 hours away.

Important note: In case of urgent cancellations, the deposit may not be refunded. For general bookings, cancellations must be made at least 24 hours before the trip. For minibuses seating 8 or more passengers, cancellations must be made at least 48 hours in advance. Details about the free cancellation period are provided in your email and on the Modify/Cancel booking page.

You can cancel your booking with a full refund if you follow these time frames:

• For standard vehicles cancellations must be made at least 24 hours before departure.
• For minibuses seating 10 or more passengers, cancellations must be made at least 48 hours in advance.

Cancellations made outside these time frames may be subject to penalties as per the Terms and Conditions.

If your flight is delayed by less than 30 minutes, the driver will adjust their arrival time.

For longer delays, please notify us as soon as possible by contacting the driver directly using the phone number provided, emailing info@toptourportugal.com, using the online chat on our website, or calling our support team. Provide your booking number and the new arrival time.

Important note: Additional waiting fees may apply for extended delays.

If your transfer is from a hotel, the price includes 15 minutes of waiting time from the time specified in your order.

If your flight arrives earlier than expected, the driver may not yet be at the meeting point with a nameplate. Please wait at the designated meeting point as stated in your voucher.

To expedite the process, you can contact the driver directly via phone or SMS.

Important note: Avoid leaving the airport with a local taxi service, as we will not be able to issue a refund in such cases.

When it comes to payment options, we offer you the flexibility to choose between two methods: PayPal and Stripe. Both platforms are widely recognized and trusted for their secure and convenient payment processing.

PayPal:

With PayPal, you can link your bank account, credit card, or debit card to your PayPal account. This allows you to make payments directly from your preferred payment method without sharing your financial information with the recipient. PayPal accepts a wide variety of card types, including Visa, Mastercard, American Express, and Discover.

Stripe:

Stripe is another popular payment gateway that enables you to securely process payments online. It supports a diverse range of card types, ensuring that you can use your preferred credit or debit card for transactions. Stripe offers a seamless checkout experience and prioritizes the security of your payment information.

Regardless of whether you choose PayPal or Stripe, both methods ensure a safe and reliable payment process. They employ industry-standard security measures to protect your sensitive data and offer convenient options for completing your transactions.

Please note that specific card types accepted by PayPal and Stripe may vary slightly depending on your country and region. However, both platforms generally support major credit and debit card providers, ensuring a wide acceptance of payment methods.

Selecting the most suitable payment option from PayPal and Stripe allows you to complete your transactions effortlessly, providing you with a smooth and secure payment experience.

The payment process ensures the security of your information through encryption and secure transmission using SSL protocol. Here’s how the payment works:

1. Encryption: When you initiate a payment, your sensitive payment details, such as credit card information, are encrypted. Encryption converts this data into a secure code that can only be decrypted by the intended recipient.
2. Secure Transmission: After encryption, the payment information is transmitted securely using SSL (Secure Socket Layer) protocol. SSL creates a secure connection between your device and the payment server, protecting your data from interception or unauthorized access during transmission.
3. Server Authentication: The payment server has a digital certificate that verifies its authenticity. This certificate ensures that you are communicating with a legitimate and trusted server, reducing the risk of fraudulent activities.
4. Payment Authorization: Once the encrypted payment data reaches the server, it undergoes a series of verification processes. The server checks the validity of the payment method, verifies available funds, and ensures compliance with security measures.
5. Payment Confirmation: If the payment is authorized successfully, you will receive a confirmation message indicating that the transaction was completed. This confirmation assures you that your payment details have been securely processed, and the transaction is finalized.

By employing encryption and SSL protocol, the payment process safeguards your sensitive information and provides a secure environment for online transactions.

For transfers from the airport to the city, the price includes 1 hour of waiting time after the scheduled arrival time. If your flight is delayed by less than 30 minutes, the driver will monitor your flight and adjust their arrival time accordingly.

For delays exceeding 30 minutes, please notify the driver as soon as possible using the contact details provided in your confirmation email.

Important note: If the waiting time exceeds 1 hour and 30 minutes, the driver may request an additional fee for the extra waiting time.

For transfers from a hotel, the price includes 15 minutes of waiting time from the time specified in your booking.

All prices listed on the website are per car and do not depend on the number of passengers, as long as the total is within the vehicle’s maximum capacity.

Important note: The maximum passenger and luggage capacity for each car class is specified on the website.

The price of a transfer with TOPTOUR PORTUGAL® does not depend on weekends, holidays, or the time of day, distinguishing it from local taxi services.

For example, you can book a transfer from the airport to the city for any day of the week at the price shown on our website. The only limitation is the minimum booking period, so make sure to check how far in advance you can book.

Important note: During certain holidays or large events (e.g., New Year’s Eve), prices may increase due to higher demand.