Refund Policy

Last Updated: 26th January 2026

At WTL.pt, we aim to provide a fair, transparent, and balanced refund policy that protects both our guests and our operations. This Refund Policy explains the conditions under which refunds may be granted for products and services purchased through WTL.pt and its subdomains.

This policy is autonomous and prevails over the Terms & Conditions in case of conflict.

1. Scope of This Policy

This Refund Policy applies to all products and services sold directly to guests on WTL.pt, including but not limited to:

Early check-in
Luggage storage (provided by the host)
Airport transfers
Welcome packs (physical products)

This policy does not apply to services not sold through WTL.pt.

2. General Cancellation Rule

Cancellations made at least 72 hours before the start of the service day are eligible for a full refund.
Cancellations made within 72 hours of the service day are non-refundable, unless otherwise stated in this policy or explicitly accepted by the service provider.

The 72-hour period is calculated from the beginning of the day (GMT time) on which the service is scheduled to take place.

3. How to Request a Cancellation or Refund

All cancellation and refund requests must be submitted by email to info@wtl.pt
A cancellation request is considered valid once the email is received, regardless of response time.

4. Refund Method & Timing

Refunds are preferably processed via bank transfer.
Refunds will always be made to the original payer.
Refunds are processed within up to 7 business days after approval.
WTL absorbs all payment processing fees associated with approved refunds.

5. Product- and Service-Specific Conditions

Some services depend on availability, preparation, or third-party execution. In such cases:

Exceptions to the general cancellation rule may apply if the service provider accepts the cancellation.
If a provider refuses cancellation or charges WTL for the service, the refund may be reduced or denied accordingly.

6. Special Circumstances

Refunds in the following situations are handled as described below:

Flight delays or cancellations:

→ Partial refund, subject to provider charges.
Medical issues or personal emergencies:

→ Partial refund, subject to evaluation and provider conditions.
User error (wrong date, time, or service selected):

→ Evaluated case by case.
Service not provided due to host failure:

→ Full refund.
Service not provided due to partner failure:

→ Full refund.
Service partially provided:

→ Evaluated case by case.

7. No-Shows & Late Arrivals

In case of no-show or late arrival, refunds will depend on whether the service provider charges WTL for the service.
If WTL is charged, no refund or only a partial refund may be issued.

8. Responsibility & Refund Handling

When a service issue is caused by a host or external partner, WTL assumes responsibility toward the guest, processes the refund when applicable, and resolves the matter internally with the provider.
WTL acts as the guest’s primary point of contact for all refund-related matters.

9. Chargebacks & Disputes

If a user initiates a chargeback without contacting WTL first, the case will be handled exclusively by the payment provider (Wix Payments and the card issuer).
Once a chargeback is initiated, the user waives eligibility for refunds through WTL’s internal refund process.
Abusive or repeated chargeback behavior may result in the refusal of future refund requests.

10. Policy Philosophy

This Refund Policy is designed to be balanced and clear:

Fair to guests
Sustainable for operations
Transparent in expectations

WTL reserves the right to update this policy as the business evolves. Any changes will be published on the website.

11. Contact

For questions regarding refunds or cancellations, please contact:
📧 info@wtl.pt

By purchasing products or services on WTL.pt, you acknowledge and accept this Refund Policy.