Terms & Conditions

    Last updated: April 2026

    1. Scope of Services

    vZn Tailored Experience ("vZn", "we", "us") provides tailored concierge, private chauffeur, personal assistance and travel-planning services within Portugal. Each service is tailored to the individual client and confirmed in writing prior to delivery.

    These Terms & Conditions govern the relationship between vZn and the client ("you") for any service requested or provided. By engaging our services, you agree to these terms in full.

    2. Pricing

    Prices are tailored and communicated individually before any booking is confirmed. We do not operate a fixed price list. A detailed proposal is shared with you for approval prior to confirmation, with no hidden fees.

    3. Booking Process & Payment

    • A booking is considered confirmed only after written acceptance of the proposal by the client and receipt of the agreed deposit (where applicable).
    • Deposits are typically required to secure dates, vehicles, reservations and third-party bookings.
    • The remaining balance is due as agreed in the proposal, generally before the start of the service.
    • Payments may be made by bank transfer or any other method indicated by vZn at the time of booking.
    • All prices are in Euros (€) unless stated otherwise.

    4. Cancellation Policy

    • Cancellations made more than 14 days before the service start date: full refund minus any non-recoverable third-party costs (hotel, restaurant, event tickets, etc.).
    • Cancellations made between 7 and 14 days before: 50% of the total amount is retained.
    • Cancellations made less than 7 days before: 100% of the total amount is retained.
    • No-shows and early termination by the client are non-refundable.
    • vZn reserves the right to cancel a service in cases of force majeure, in which case sums paid (excluding non-recoverable third-party costs) will be refunded.

    5. Liability

    vZn acts as an organiser and intermediary. We are not liable for the acts or omissions of independent third-party suppliers (hotels, restaurants, attractions, transport providers, rental companies).

    • Our liability is limited to the total amount paid by the client for the specific service concerned.
    • We are not responsible for delays, losses, damages or injuries caused by force majeure, weather, traffic, civil disturbance, third-party negligence or actions of the client.
    • Clients are responsible for holding valid travel insurance, identification and any required visas.

    6. Vehicle & Car Rental Rules

    When a service includes a chauffeured or rented vehicle, the following rules apply:

    • Smoking, illegal substances and excessive consumption of alcohol are strictly prohibited inside any vehicle.
    • Any damage, soiling or loss caused by the client or their guests will be charged at cost, including cleaning fees and loss-of-use.
    • Maximum passenger numbers and luggage capacity must be respected at all times.
    • Routes, timings and stops may be adjusted by the chauffeur for safety, traffic or legal reasons.

    7. Client Conduct

    Clients are expected to behave respectfully towards our staff and partners. vZn reserves the right to terminate any service immediately, without refund, in cases of abusive, illegal or unsafe behaviour.

    8. Governing Law

    These Terms & Conditions are governed by the laws of Portugal. Any dispute shall be submitted to the competent courts of Lisbon, Portugal.

    9. Contact

    For any question regarding these Terms & Conditions, please contact us via the Contact page on this website.