These Terms and Conditions aim to define, rule and conduct the services provided by Secret Natura.
These Terms and Conditions constitute a legally binding contract between the Guest – applicable to any user and / or customer of the platform; the Partner – referring to the properties, accommodations and service providers included in the platform; and Secret Natura – owner and manager of the platform, regulating access and use of the Secret Natura online platform, including any subdomains, through which Secret Natura provides its services, as well as applications for mobile phones, tablets and other smart devices, as well as application programming interfaces and all associated services.
These Terms and Conditions contain relevant information, so you should read them with due care and attention.
When accessing or using the services of Secret Natura platform, the user becomes aware of and accepts to comply with all these Terms and Conditions, as well as all Policies and other legal procedures available for consultation on the platform or upon request, that are applicable to the use of Secret Natura’s platform, being bound by this arbitration clause and waiving collective actions.
If you do not agree or do not accept, please do not use the platform.
Secret Natura Services
The Secret Natura platform is an online booking website that allows external users (“Guests”) and certain others that offer services (“Partners”) to publish the accommodation and associate services.
Partners are divided into three areas:
- Nature Lodges
- Wellness & Spa
- Wine Tourism
The Partner is the only responsible for the content of its page and associated services.
When making or accepting a reservation, Guests are entering into a contract directly between themselves and the Partner, in which Secret Natura is just an intermediary, not a contracting part or will participate in any way in any contractual relationship between them.
Secret Natura does not act as an agent for anyone involved, under no circumstances.
Despite the constant effort to offer a service of excellence, Secret Natura has no control and cannot guarantee:
- The, quality, safety, suitability, veracity, correctness, existence or legality of any Partner and its services
- The good performance and proper conduct of any Partner or Guest. Any reference to the “verification” of a Partner or Guest (or similar language) only means that it has been subject to a relevant verification or identification process
- Secret Natura descriptions and overviews do not constitute the approval, certification or guarantee of Secret Natura, with respect to any Partner or Guest, including their identity or background, or if it is reliable, safe or appropriate
- The verified images are only intended to constitute a photographic representation of a Partner, at the date the photograph was taken, so they do not mean that Secret Natura approves or has responsibility for any content
Any user acts exclusively on his own behalf and for his own benefit, and not on behalf or benefit of Secret Natura.
Secret Natura does not assume any responsibility for confirming the identity of any user (Guest or Partner). Notwithstanding the foregoing for the purposes of transparency and fraud prevention and as permitted by applicable law, although we are not obliged to, we may:
- ask Members to provide a legally valid form of identification
- check members in other databases or other sources and reports requested from service providers
Some areas of the Secret Natura website have implemented Google Maps/Earth mapping services, including the Google Maps API. Your use of Google Maps/Earth is subject to the Google Maps/Earth Terms of Service.
Secret Natura reservations, under the terms of the current legislation, are covered by the Civil Liability Insurance and by the Travel and Tourism Guarantee Fund of Portugal Tourism.
Secret Natura or any of its directors, employees or other representatives will not, under any circumstances, be responsible for any loss, misdirection, injury or damage of any nature (direct, indirect, consequential or otherwise) that may occur as a result, direct or indirect, of the use of any information, image, protocol or material contained in the platform, application or online website belonging to Secret Natura.
Secret Natura is not responsible for any violation of these Terms and Conditions, any other Policy or any failure or delay to our services resulting from any event or circumstance beyond our reasonable control, including, without limitation, strikes, blockades and other industrial or social disputes, systems breakdown or access to the network, fire, explosion, accident, or any other limiting event.
If any part of these Terms and Conditions or any other Policy is found to be illegal, null, void or for any reason unenforceable, that clause will be considered separable from the rest of the document and will not affect the validity and enforceability of any other of the remaining clauses.
The Partner is the only responsible for identifying, understanding and complying with all laws, rules and regulations applicable to its properties and its account on the Secret Natura platform, being the only responsible for identifying and obtaining the necessary licenses, authorizations or registrations related to the Host offering.
In case of doubts about the applicable legislation and obligations need to be fulfilled, the accommodations and services of each Partner in Secret Natura website, should always seek external legal support.
Platform content and access restrictions
All software, graphic art, graphic resources, videos, images, texts, interfaces, trademarks, logos, photographs and any other element of Secret Natura platform, collectively understood by “Content”, including, the layout, organization and coordination of such Content is property and is licensed only to Secret Natura being protected by the respective laws of registered trademarks, copyrights and other laws protecting intellectual property rights.
All rights that are not expressly granted by this content are reserved rights, as such, the copying, alteration, distribution, transmission, exhibition, reproduction, publication, transfer or sale of any Content such as information, images, products or services belonging to Secret Natura.
Secret Natura seeks to make every possible effort to guarantee the continuous and uninterrupted operability and accessibility of the platform, but due to the nature of the Internet, this cannot always be guaranteed, as such, Secret Natura it’s not responsible for any moral, economic or other damages, due to any failure, suspension or closure of the platform.
If necessary, Secret Natura may limit access to its platform or to some of its areas or features, without prior notice, for repair, maintenance, updates or due to capacity limits, security or servers integrity, which guarantee the proper or improved functioning of the platform, however, Secret Natura is not responsible for any damage or loss.
The user is responsible for reviewing the content whenever consulting or booking trips through Secret Natura platform.
The continued use of the website after any changes made will be considered as acceptance of them.
The disposition, presentation and ranking of Partners in Secret Natura platform searching results may vary and depends on a variety of factors, such as Guests parameters and preferences, Partners services, prices and availability, number and quality of the images, history of cancellations and classifications, among other factors.
Reservations and Payment
All reservations may have pending availability confirmation by the selected Partner and Secret Natura cannot entirely guarantee the availability, location map and any other information about the Partner visible on Secret Natura platform, since that each Partner can be found, for some reason, momentarily out of date or being updated, as such, Secret Natura cannot be held responsible for any incorrect information.
Secret Natura always makes sure that the information provided by Partners in response to requests for availability regarding prices, dates, extra beds and number of people is correct. Even so, this information is ultimately provided by the Partners themselves and, as such, Secret Natura cannot be held responsible for any incorrect information provided by the Partner.
The confirmation of a reservation requires full payment by the client/guest, which can be refunded according to the Secret Natura Cancellations and Returns Policy, the reservation is neither assured or guaranteed until the payment has been fully completed and verified by Secret Natura.
By accepting or pre-approving a reservation request, the Partner is entering into a legally binding contract with the Guest, being required to provide the paid and reserved services to the Guest.
To use the payment services, it is preferable, but not mandatory, that the Guest is registered on Secret Natura platform with his account in good standing.
The payment processing methods available on Secret Natura platform are credit card and bank transfer. Payment can be made in any currency.
The amount shown for each reservation represents the final amount to be paid without any undisclosed fees or hidden supplements.
All the prices shown are only Partner responsibility but cannot be modified in any pending reservation after its confirmation being made. Secret Natura cannot guarantee the continued permanence of any price nor recover previous prices.
Secret Natura reserves the right to cancel or not confirm the availability of any reservation whose payment has not been made under the conditions previously stated.
If the reservation request made by the Guest is refused or expires, the Guest will be contacted via email by Secret Natura seeking to provide the Guest with an alternative date, an appropriate refund or the possibility of a new reservation.
By making a reservation with Secret Natura, the Guest agrees to comply not only with the Terms and Conditions of Secret Natura but also with the Terms and Conditions imposed by the Partner and underlying the reservation made on the Secret Natura platform.
Cancellation and Return Policy
The Guest is responsible for any changes that he intends to make to a reservation confirmed by Secret Natura, however, whenever he requests any changes through Secret Natura’s customer service, he agrees to pay any charges and / or fees associated with that change and the Secret Natura cannot guarantee the effectiveness of the change order.
The guest reserves the right to cancel a confirmed reservation at any time, however, he is aware that he may have associated costs arising from contractual obligations made with Secret Natura and its partners as stated in these Terms and Conditions.
Any cancellation must be notified to Secret Natura and can only be considered valid and regularized after written confirmation by Secret Natura.
The guest has the right to terminate the travel contract before it starts without paying any termination fee, only if there are unavoidable and exceptional circumstances at or immediate proximity of destination that considerably affect the booking or transport of passengers, so Secret Natura will be completely apart to such decisions, not being in any way responsible for them or for any damage therein.
Unless otherwise specified, the service fee initially charged is non-refundable, except when the reservation is not accepted or confirmed by the Partner, in which case Secret Natura will work with the Partner and the Guest to find an alternative date, the possibility of a new reservation or will proceed to a full refund.
After availability is confirmed and a full payment has been made to Secret Natura, the following Cancellation and Return Policy applies to all reservations made through the Secret Natura platform and extras purchased at the time of booking or later (unless explicitly agreed otherwise):
- Up to 30 days before the check-in date, the guest is entitled to a refund of the reservation amount, with the exception of the service fee of 15% (non-refundable) of the total amount of the confirmed reservation related to the Secret Natura commission for administrative and management of the platform, with all the remaining amount to be refunded upon request for cancellation or return
- Between 30 and 15 days before the check-in date, the guest is entitled to a refund of 50% of the total amount of the reservation
- Less than 15 days before the check-in date, the total amount of the reservation will be retained
The Guest will not be entitled to any refund, as described above, even if he has made the cancellation due to being prevented from traveling due to personal reasons such as health or accident, the decision to accept the cancellation request is totally dependent on the reserved Partner and not on Secret Natura.
Once the stay has started, no refund will be made to the customer for not using services or for not taking advantage of programs due to Guest’s personal reasons or for attributable cause to the Guest, such as negligence or forgetfulness.
The delay or abandonment of any stay or experience before its end, as well as the cancellation or abandonment of benefits included in the reservation or ongoing experiences, for whatever reason, does not result in a return by Secret Natura or by the Partner.
With regard to Partner activities, experiences, events and other services affected by unfavorable weather conditions or any other event beyond the Partner’s responsibility that is known to cause insecurity or discomfort for the Guest, the Partner may change or cancel the referred service and in the event of a substantial change in the itinerary or the need to cancel the service, the Partner is fully and solely responsible for providing the Guest with an alternative date or experience, an appropriate refund or the possibility of a new reservation.
Any and all needs for help, assistance, compensation, insurance or care resulting from any accident or misfortune are not the responsibility of Secret Natura nor the Partner, except for the specific situations expressly specified in Portuguese law that cover any travel and tourism agency registered in Portugal Tourism Agency, applying the discipline provided for in Decree-Law nº 17/2018, of 8 March.
Since our Partners are located in remote locations and with a characteristic isolation of a nature retreat to provide you with the best and most immersive experience, the Guest declares that he is in adequate health and physical conditions and accepts his environment, namely the risks arising from the impossibility of immediate access to medical assistance.
As a Secret Natura Guest, you are aware of the type of physical, cultural and psychological demands that your reservation may involve and that may lead to unexpected situations, being aware that unplanned events may arise, related to socio-cultural, climatic or other impacts.
At its sole discretion, the Guest may choose to inform the Host of any health or physical conditions or other circumstances that may affect the Guest’s ability to participate in any Experience, Event or other Partner Service .
The Guest is responsible for identifying, understanding and complying with all laws, rules, limitations and regulations applicable to his / her participation.
Guests and Partners agree to cooperate and support Secret Natura in good faith and provide the information and measures that are reasonably requested by Secret Natura in the context of any investigation carried out regarding the suspected or abusive use of the Secret Natura Platform.
The minimum age to make a reservation is 18 years old, however, minors can travel and up to 16 years old reservations are only accepted when accompanied by one or both parents according to the legislation.
Any other permission or need can be applied upon request depending on the internal rules of each partner, so we advise you to contact us directly by email firstname.lastname@example.org
Transfer the reservation
The Guest may transfer his reservation to another person, informing Secret Natura in writing up to 30 days before the check-in date. The request will be pending acceptance by the partner and may be subjected to limitations and / or extra payments.
Complaints can only be considered when presented in writing at the moment of the occurrence that motivates it and, in any case, without undue delay. They can only be accepted as long as they have been reported to the Partner during the course of the reservation, requiring from them the respective documents proving the occurrence and the complaint.
In the event of a complaint for non-performance of the contracted services, the Guest may activate the Travel and Tourism Guarantee Fund under the terms provided for in article 39 of Decree-Law nº17/2018, of 8 March, in writing, to Portugal Tourism at www.turismodeportugal.pt
Pursuant to Law 144/2015 of 8 September, it is hereby informed that in the event of a dispute, an Alternative Dispute Resolution Entity (RAL) may be used. For more updated and detailed information, consult the Portuguese Consumer Portal at www.consumidor.pt
In any and all cases of litigation, the applicable law is the Portuguese Republic Law and the version that must be in force of these Terms and Conditions, as well as any other Secret Natura Policy, is the Portuguese version that can, at any time, be requested to the platform administration via email email@example.com
The Guest, upon accepting the present terms, exonerates Secret Natura, as well as its legal representatives and any person or employee linked to it or in any way related, from any and all responsibility and obligation towards any complaint for damages, losses and expenses, including, without restriction, court fees and fees arising or in any way related to:
- Violation of these Terms or any of our Policies
- The improper use of the Secret Natura Platform or any associated services
- Written or personal interaction with any Guest or Partner, any stay, participation in experiences, events or other partner services, and also, without restriction, any injuries, losses or damages (compensatory, direct, incidental, consequential or otherwise)
- The charge and return of any payments or fees by Secret Natura
- Violation of any laws, regulations or third-party rights
The Guest assumes full responsibility for his / her choices before, during and after his / her participation in any and all reservations, activities, events, experiences or any other services offered by Secret Natura or any Partner.
When accompanied by a minor or additional guest, the guest is solely responsible for their supervision for the entire period of the experience or reservation and, to the maximum extent permitted by law, exonerates Secret Natura or any Partner from all obligations and responsibilities from any injury, death, loss or damage to you or your loved ones, during the entire period of the experience, reservation or any other activity in any way related to Secret Natura.
The Guest is responsible for his / her personal and / or family documentation and must have in good order the citizen card, passport, authorization for minors, visas, vaccination certificates, sickness insurance card, among other documents eventually required, so you should consult specific information regarding the necessary documentation to make the reservation with the authorities of the origin and destination countries.
Secret Natura declines any responsibility for refusing to grant visas or not allowing the Guest to enter a foreign country, being the Guest responsible for any and all inherent costs.
It is recommended to the Guest to take out travel insurance to cover the entire trip and experiences.
Secret Natura is not responsible, under any circumstances, for the luggage or other Guest belongings, regardless the location or the means of transportation used.
It is recommended to the Guest to hire a luggage insurance and, when possible, to be present in the loading and unloading operations during the entire trip.
User accounts on the platform
Secret Natura reserves the right to accept or reject any request for account creation and registration on its platform without justification.
In case of creating and registering an account on the platform, Guests and Partners agree to:
- Provide true, accurate, current and complete information, as requested by the registration process
- Maintain and update information to keep it true, accurate, current and complete
- Do not disclose or share the password to access the account since you will be responsible for any misuse of your account and associated services
- Ensure that the person responsible for the account is over 18 and has the legal capacity and authority to enter into a contract
Secret Natura is not responsible for any misuse, loss or damage that the account may cause to others or to the user in charge.
The user is responsible for maintaining the confidentiality and security of his Secret Natura account credentials and cannot disclose them to others.
The user must immediately notify Secret Natura, if he has knowledge or reasons to suspect the theft or abusive appropriation of his credentials, or that they are in any way compromised, or in the case of any unauthorized, actual or suspicious use, of the your Secret Natura Account.
The user is responsible for any and all activities carried out through his Secret Natura account.
The Secret Natura platform can only be used for legal purposes, both by Guests and Partners, so it can only be used in accordance with all the best practices, laws and regulations applicable in Portugal, Europe and worldwide, despite the country of origin.
Any user agrees not to use the Secret Natura platform in a harmful way, causing its interruption, damage, reduction of efficiency or effectiveness, harming in any way any functionality.
We will fully cooperate with any police authority or court order that requests or instructs us to disclose the identity or location of any person who publishes any material that violates this section, including any form of hacking the platform.
Whenever Secret Natura is not the exclusive owner of images, videos or any other content, the Partner is granting Secret Natura an exclusive, worldwide license exempt of royalties, irrevocable, perpetual (or for the term of protection), sublicensable and transferable to use all the content used on or through the Secret Natura platform for advertising, marketing and / or any other commercial purposes in any media or platform, without any obligation of notice or compensation.
It’s forbidden any and all forms of posting, linking, reproducing or transmitting to or from Secret Natura website any content that is:
- fraudulent, false, misleading (directly or by omission or inability to update the information) or fallacious
- defamatory, libelous, obscene, pornographic, vulgar or offensive
- promote discrimination, fanaticism, racism, hatred, harassment or harm against any individual or group
- is violent, threatening or promotes violence or threatening actions towards any other person or animal
- promote illegal or harmful activities or substances
- that is technically harmful including computer viruses, logic bombs, harmful components, corrupted data or other malicious software or harmful data
- violates any other Secret Natura Policy or otherwise contrary to the law infringing the rights of others in Portugal or in any other country in the world
Secret Natura may, without prior notice, eliminate or prevent access to any Member Content that it considers contrary to these Terms or the Secret Natura Policies or Rules, in effect at the time, or that could otherwise be harmful or offensive to the company, its Members, others or assets.
These Terms and Conditions are complemented by all Secret Natura Policies in force and by the Terms and Conditions of each Partner where the Guest’s reservation is confirmed after payment, and can also be complemented by any other specific conditions sent to the Guest upon registration or any others as long as duly agreed by both parts.
Secret Natura does not engage in any way in disputes or parallel complaints between Guests and Partners.
Any user of the platform agrees to be fully responsible for all claims, responsibilities, damages, losses, costs and expenses suffered by Secret Natura arising from any violation of these Terms and Conditions or any other Policy in use.
If you have any questions regarding these Terms, you should send us an email to firstname.lastname@example.org
Secret Natura will make available, on request, a copy of these Terms and Conditions of Service.