Company

Do you have a legal license?

To operate legally in Portugal, every tour company needs to be registered with Tourism of Portugal, according to the Portuguese law. This means that a licensed company has all the legal insurances and offers a qualified and professional service.

I did not get a reply to my emails.

We aim to respond to emails received within a 24 hour period. If, in that period, you did not get a reply from us, please, contact us again. Possibly, there was a delivery error and we did not receive it.


Tours

Are all of your tours private?

Yes, meaning that only your party will be there, no strangers. This is the best way to have a personal, exclusive and unforgettable tour. We adapt the tour to your best interests and preferences; you decide where you want to go and what you want to do. You will have an extraordinary day that you will remember forever!

Can I modify the tours that you suggest?

Of course! You are the boss and we are here to take you where you want to go and to do what you want to do. In any case, the tours that we suggest include the most interesting places to visit and are organized in a time effective manner, so that you can make the most out of your day. But you can change them or even create a new customized tour just for you.

I want to visit a place that is not on your suggested tours. Is this possible?

Yes, we can customize a tour just for you. Just e-mail us your idea and we will create a totally customized tour for you.

How many guests are accepted per tour?

Our unique van can take up to 8 guests. We take so few guests in order to maintain a private and personalized experience.

Can I book a tour at the last minute when I am already in Lisbon?

Of course! You can book a tour at any time. We advise you to do it as soon as possible, in order to ensure availability.


Drivers and Tour Guides

Who are your local guides?

Our local guides are skilled and experienced professionals, who have been doing tours for some years now. All of them are passionate about what they do and passionate about Portugal, and they will convey and share this passion to you.

Can I choose a specific guide?

If you tell us a name, we will do our best to assign you the tour guide of your preference. However, sometimes this is not possible and therefore we cannot guarantee you 100% a specific guide.

Should i tip the guide?

This will be your decision, as it is not expected of you. If you feel that you had a great time and received a great service, you are more than welcome to tip. However, there is never any pressure to tip.

Do guides get percentages for recommending merchants?

Our guides cannot accept bonuses of any nature. At your request, they can recommend you the best places to eat and shop, but you will never feel obligated to buy or to eat in a specific place.


Vehicles

What kind of cars do you use in your tours?

We are one of the only tour companies in the country that has a private van with panoramic roofs. Our lovely van called “Amália” is a modern and comfortable Mercedes, with air conditioning. You will enjoy a relaxed and fun experience… our mission is to have you enjoy your time in Portugal, to come back and recommend us to your friends.  Experience and believe it!


Activity level

How difficult are the tours and how are they rated?

All of our tours are rated easy to moderate when it comes to walking, and we use our special van equipped with modern features in heating and air conditioning. It’s easy for everyone to keep up and there are several stopping points along the way. Our tours are rated like this:

Easy = No problems for children, strollers and adults, with few or no obstacles.

Moderate = A few stairs and inclines, not suitable for guests who require walking assistance.

What equipment do I need?

You don’t require any special equipment. We only advise you to bring comfortable shoes.


Languages

What languages do your offer?

Our tours can be taken in English, Portuguese, Spanish and French, depending on availability. If you require any other language, please contact us, we can try to arrange this for you.


Children

Can my children do the tour?

Yes, all of our tours are private, so we adjust them at your convenience. We also have a special tour dedicated to kids.


Pick up and drop off

Will you pick me up at my hotel?

All our van tours include pick-up and drop-off at your hotel in Lisbon. If your hotel is outside of Lisbon, there might be a small extra fee, but we can pick you up and drop you off there too.


Reservations and payments

How do I book a tour?

Please contact us directly by email. You should do it as soon as possible to ensure that the tour you want is available to you on the desired day.

When do I pay for my tour?

All tours need to be 25% pre-paid. Since all of our tours are private and our van is unique, we need to know which guests are really committed to take a tour. This is the only way to guarantee that the van is available for you and that a private guide is available when you arrive. We cannot guarantee tours that don’t have reservations made in advance. The rest of the payment should be done on the day of your tour directly to your driver / guide or, if you prefer, via Internet by Credit Card or Paypal.

Why do I have to pay 25% in advance?

When we confirm your reservation, we schedule our guide and van for that day, just for you. We can only guarantee one tour per day, so if we have several requests for the same day, we can only assure the first one that has been pre-paid. This reduces the risk of rejecting reservations due to bookings that are canceled afterwards.

How do I make a payment?

When you confirm that you really want the tour, we will send you our IBAN, Paypal or link to pay by Visa or Mastercard.

Do you offer any discounts with a Discount card?

There are several types of discount cards for monuments and restaurants and we don’t have access to each guest’s discount card. As we don’t want to discriminate any of our beloved guests, we do not offer discounts with any discount card.


Cancellations

What is your cancellation and refund policy?

Any tour can be cancelled until 72 hours prior to its date. In this case, we will give you a complete refund of what you have paid.

If you cancel your tour less than 72 hours prior to the tour, or if you are a no-show, we won’t make any refunds of the total paid.

If a tour is cancelled by any reason by either party, Epic Tale Lisbon cannot be held responsible for losses related to transportation, accommodation, food, or travel expenses sustained by guests, their agents, representatives, or associates.

We will NOT hold guests responsible for last minute cancellations with documented proof due to a situation out of their control, such as flight delays, strikes or extreme weather conditions. In these circumstances, please call us immediately; if we are not available, please leave a voice mail, to advise us of these changes and the reason. We will discuss the paperwork process for refund. If we are not advised, you are responsible for the total cost and there will be no refund.