Cancellation & service policy
Please read our cancellation, refund, and service terms before booking.
Summary
| Timing | Refund/Credit |
|---|---|
| More than 15 days before | Full refund or full credit |
| 15 days or less before | 50% refund or full credit (rescheduling subject to availability) |
| 24 hours or less before | No refund |
| No-show | No refund or credit |
| Cancellation during service | No refund or credit |
Changes to booking date or time
All change requests are subject to availability, at our discretion, and may incur additional fees.
Third-party bookings
If a booking is made through a third-party platform, their cancellation and refund policies will apply and may override the terms stated above.
Company-initiated cancellations
We may cancel a service due to external factors, including but not limited to:
- Extreme weather conditions that make it unsafe or impossible to carry out the activity
- Unforeseen operational or logistical issues
- Force majeure events (e.g., pandemic, government restrictions)
In such cases, customers may choose between:
- Full refund of the amount paid
- Full credit for a new booking date
Cancellation request process
All cancellation requests must be submitted in writing via email to info@mysticmountain.pt, including the booking number.
Refunds will be processed within 10 business days and will be issued using the same payment method used for the original transaction.
Questions? Contact us