Terms and Conditions

Last updated: 2 October 2026

These terms apply when you use www.theportalpassport.com (the "website"), open a Traveller portal account, book a journey with us, or pre-order from our shop. Please read them carefully, especially Part C (journeys), which explains payment, cancellations and refunds, and Part D (shop), which explains pre-orders and returns.

The specific details of each journey (dates, itinerary, what is included and excluded, prices, the payment due date and any journey-specific rules) are set out on that journey's page and in the booking summary shown to you before you book (together, the "journey details"). The journey details form part of your contract. If they conflict with these terms, the journey details apply.

Nothing in these terms takes away any right you have under Mauritian law that cannot be excluded or limited by contract.

Part A: About us and these terms

A1. Who we are

The Portal Passport is a trading name of SELECTRO LTD, a private company limited by shares incorporated in Mauritius (company file number C117790, business registration number C13117790), with its registered office at C2 Bonne Terre, Vacoas, Mauritius ("we", "us", "our").

Contacting us. Sign in to the Traveller portal at www.theportalpassport.com with your email address and send us a message. Our emails are sent from a no-reply address, so replies to them are not read. You can also write to us at our registered office.

Selectro Ltd is not registered for value added tax (VAT). Our prices do not include VAT and no VAT is charged.

A2. Who these terms apply to

"You" means the person using the website or making a booking or order. If you book for other people, you confirm that you are at least 18, that you are authorised to accept these terms on their behalf, and that you will share these terms, the journey details and our Privacy Policy with them. You are responsible for payment for your booking unless we agree in writing that each traveller pays separately.

A3. Changes to these terms

We may update these terms from time to time. The version that applies to a booking or order is the version you accepted when you made it. We will not apply a later version to your existing booking or order without your agreement, unless the law requires it.

Part B: Using the website and your account

B1. Using the website

You may use the website for your own personal, non-commercial purposes. You must not:

• use it in a way that breaks any law or harms anyone;
• try to gain access to any account, booking or data that is not yours, or to the staff dashboard without authorisation;
• interfere with the website's security or operation, including by automated scraping, flooding forms or uploading harmful files;
• upload anything you do not have the right to share, or anything offensive, misleading or unlawful.

We may suspend or block access for anyone who breaks these rules.

B2. Information on the website

We work hard to keep journey information accurate and current, but details such as flight times, hotel names, supplier prices and festival programmes can change. The journey details and the booking summary you accept are what count. Photos and videos illustrate the experience and are not a promise that every element will look exactly the same.

B3. Ask Portal

Ask Portal is an assistant that answers general questions about our journeys, partly using an artificial intelligence (AI) model provided by OpenAI. Its answers are general information only. They are not a quote, a booking confirmation, a promise, or legal, medical, immigration or financial advice, and they may occasionally be wrong or incomplete. If something matters to you, confirm it with our team before relying on it. Please do not share personal details such as passport numbers, health information or bank details with Ask Portal.

B4. Your Traveller portal account

You sign in using a single-use link sent to your email address. Keep access to your email account secure, because anyone who can read your email can sign in as you. Tell us immediately through the Traveller portal if you think someone else has accessed your account.

Each traveller on a booking may receive their own invitation. Private messages between a traveller and our team are visible only to that traveller and our staff.

You are responsible for making sure the information in your account and bookings is accurate and up to date, especially names, which must match passports exactly. Mistakes in names can make tickets unusable, and correcting them may cost money (see C5).

We may suspend or close an account that is misused. You may ask us to close your account at any time. We may need to keep certain records after closure (see our Privacy Policy).

B5. Intellectual property

The website's text, design, logos, photographs, videos and other content belong to us or our licensors. You may view and share links to our pages, but you may not copy, sell or reuse our content commercially without our written permission. Festival names, airline names and other third-party names and marks belong to their owners. Their appearance on our website does not mean those parties endorse us, except where we expressly say so.

B6. Links to other websites

Links to other websites are for convenience. We do not control those websites and are not responsible for their content, services or privacy practices.

B7. Availability

We aim to keep the website and the Traveller portal available, but we do not guarantee uninterrupted access. We may suspend them for maintenance or for reasons beyond our control.

Part C: Booking a journey

C1. Our role and our suppliers

We design and organise our journeys and are your point of contact for them. The individual travel services in a journey, such as flights, hotels, ground transport and activities, are provided by independent suppliers, including partner travel agencies, airlines and hotels (our "suppliers").

Suppliers' own terms and conditions (for example an airline's conditions of carriage, baggage rules and fare rules) also apply to the services they provide. We will tell you about any supplier terms that particularly affect you, and you can ask us for copies.

C2. Festival tickets

We do not sell festival tickets. Where a journey is built around a festival or event, you must buy your ticket directly from the organiser or its authorised sellers, under the organiser's own terms. Your journey booking does not include a festival ticket unless the journey details expressly say otherwise. If you cannot obtain a ticket, or your ticket is cancelled or refused, that does not by itself entitle you to cancel your journey without charge.

C3. How to book, and when your booking is confirmed

1. You choose a journey, package and options on the website and submit a booking request with the details of each traveller.
2. We show you a booking summary with the total price, the payment due date and our bank transfer instructions. Your booking appears in your Traveller portal straight away.
3. You pay the full price by bank transfer by the due date shown in your booking summary, using the payment reference we give you. You may upload proof of your transfer in the Traveller portal. Proof helps us find your payment, but your payment counts as received only when the money reaches our bank account.
4. Your place is confirmed when we confirm in writing that we have received your full payment. Until then your booking is a reservation request.

If we cannot accept your booking (for example because places have sold out or a supplier price has changed before confirmation), we will tell you and refund in full any money you have paid for it.

If you do not pay the full price by the due date, we may cancel your reservation request without any charge to you.

C4. Price and payment

Price. The price of your journey is the total shown in the booking summary you accept, in Mauritian rupees (MUR). It is payable in full, in one payment, before your booking is confirmed. There is no deposit. Once your booking is paid in full, we will not ask you to pay more for the services included in it.

What the price includes and excludes. The journey details list exactly what is included. Unless the journey details say otherwise, the price does not include: festival or event tickets; travel insurance; passport, visa or travel authorisation fees; local tourist or city taxes payable directly to hotels (for example the Lisbon city tax, currently EUR 4 per person per night, paid to the hotel); meals and drinks not listed as included; personal expenses; tips; excess baggage; and optional activities.

Bank charges. You are responsible for your own bank's charges for sending a transfer.

Payment security. We will only ever ask you to pay into the account shown in your Traveller portal. We will never change our bank details by email or message. If you receive a message asking you to pay into a different account, do not pay, and contact us through the Traveller portal immediately.

C5. Changes you ask for

You can ask to change your booking through the Traveller portal. We will try to help, but changes depend on our suppliers and may not always be possible.

• Names. Airline tickets and some hotel bookings are issued in a named person's name. Name changes, corrections and transfers to another person depend on each supplier's rules, and may not be possible at all. Any supplier charges for a change will be passed on to you.
• Other changes (for example room type or adding an extension) may incur the difference in price and any supplier charges. We will tell you the total before you agree.

C6. If you cancel

Bookings are non-refundable. Exceptions can be considered on request through the Traveller portal.

C7. Changes we make

Journeys are planned many months ahead, and we may need to make changes. Most changes are minor, for example a change of flight times, a change of hotel to one of a similar or higher standard, or a change in the order of activities. We will tell you about minor changes as soon as reasonably possible. No compensation is payable for minor changes.

If we have to make a significant change before departure (for example a change of destination, a major change to the dates, a significant reduction in the standard of accommodation, or the removal of a main element of the journey) for a reason within our control, we will tell you as soon as possible and you may choose to:

• accept the change;
• accept an alternative journey of similar or higher standard if we can offer one (with a refund of any price difference if it is cheaper); or
• cancel and receive a full refund of all money you have paid us for the journey.

Changes caused by events outside our control are covered by C9.

C8. If we cancel

If we cancel your journey for a reason within our control, we will refund all money you have paid us for it in full. Cancellations caused by events outside our control are covered by C9.

We may also cancel a traveller's booking if they do not pay by the due date (C3) or under C12 (conduct).

C9. Events outside our control

Sometimes events outside our and our suppliers' control make it impossible or unsafe to run a journey or part of it as planned, for example war, terrorism, civil unrest, natural disasters, extreme weather, epidemics, government advice against travel, airspace closures, strikes not involving our own staff, or the cancellation or postponement of a festival or event by its organiser.

If this happens before departure, we will tell you as soon as we can and offer an alternative where possible. If the journey or part of it cannot go ahead, any refund depends on what our suppliers refund to us. We will ask our suppliers for every refund available, pass on to you what we recover for your booking, and show you how it was calculated. Travel insurance is your main protection in these situations.

If this happens during the journey, we will do what we reasonably can to help you, including arranging alternatives. Additional costs caused by the event (for example extra hotel nights) are not our responsibility, but may be covered by your travel insurance.

We are not liable for failure or delay in performing our obligations caused by such events.

C10. Weather-dependent activities

Some activities, such as hot-air balloon flights, depend on weather and safety conditions and can be cancelled by the operator at short notice. If such an activity is cancelled by the operator for weather or safety reasons, we will pass on to you any refund the operator gives us for that activity. This applies to that activity only. It does not entitle you to cancel the rest of the journey.

C11. Your responsibilities: passports, visas, health and insurance

Passports and visas. You are responsible for having a valid passport and any visas or travel authorisations required for every country on the journey, including countries you only pass through, and for meeting all entry and exit requirements. Requirements depend on your nationality and can change. We may share general information as a courtesy, but you must check current requirements with the relevant embassies or official government sources. If you are refused boarding or entry because of your documents, this is treated as a cancellation by you (C6) and any extra costs are yours.

Names. The name on your booking must match your passport exactly.

Health. You are responsible for checking health requirements and advice for your journey, including vaccinations, and for being fit to take part in the activities you have booked. Please tell us before booking about any condition that may affect your participation, so that we can tell you whether the journey is suitable.

Travel insurance. We strongly recommend that you have travel insurance from the time you book that covers cancellation, medical treatment abroad, repatriation, personal liability and loss of belongings, and that covers the specific activities on your journey (for example camping at a festival and hot-air balloon flights, which some policies exclude). These terms are not insurance.

Your belongings. You are responsible for your own belongings and valuables at all times.

C12. Your conduct

You must follow the reasonable instructions of our staff and suppliers and respect local laws and customs. If your behaviour endangers or seriously disrupts others, or breaks the law, we or our suppliers may remove you from the journey without refund, and any resulting costs (including getting home) will be yours. You are responsible for any damage you cause.

C13. Problems during your journey, and complaints

If something is wrong during your journey, tell our team or the supplier immediately so that we can try to put it right. If you do not tell us at the time, it may be harder for us to help.

If you are still unhappy after your journey, please message us through the Traveller portal as soon as possible. We will acknowledge your complaint and give you a full response.

Part D: Shop pre-orders

D1. How pre-orders work

Our shop sells Portal-branded merchandise made to order in small batches. When you order, you are pre-ordering an item that may not yet have been made. Each product page shows the item, the available sizes and colours, the price and the delivery options. The estimated date when the batch will be ready ("estimated ready date") is confirmed in the offer we send you when you order.

D2. Placing an order and when the contract starts

1. You submit an order request through the website.
2. We check it and send you an order confirmation with the final price of each item, any delivery fee and our bank transfer instructions. The confirmation is valid until the expiry date shown on it.
3. You pay the full price, including any delivery fee, by bank transfer before your item goes into production. Your payment counts as received only when the money reaches our bank account.
4. Your order is accepted, and our contract with you starts, when we confirm in writing that your payment has been received.

If you do not pay by the expiry date, the confirmation lapses and nothing is payable.

D3. Prices

Prices are in Mauritian rupees (MUR). We are not registered for VAT and no VAT is charged. Delivery fees are shown separately. Once your order is accepted we will not increase its price.

D4. Production and estimated ready dates

Items are produced in batches. Estimated ready dates are our best estimate, not a guarantee, because production depends on our makers and suppliers. We will keep you updated through your Traveller portal.

If we cannot produce or deliver your item (for example because a batch does not go ahead), we will tell you and refund everything you paid for it. If your item is significantly delayed beyond the estimated ready date, we will tell you the new date; if we cannot deliver within a reasonable time, you may ask for a full refund.

D5. Cancellation

Pre-orders are non-refundable. Exceptions can be considered on request through the Traveller portal. Please check sizes, colours and quantities carefully before you pay. This does not affect your rights in D4 and D7.

D6. Delivery and collection

You choose one of these options when you order (where available for the item):

• Hand-over before your journey: we give you the item at a time and place we agree with you before departure. Available only to travellers booked on one of our journeys.
• Island-wide delivery: we deliver to your address in Mauritius for the delivery fee shown. Someone must be available to receive it.
• Collection: you collect the item at a time and place we agree with you.

Responsibility for the item (risk of loss or damage) passes to you when it is handed to you or to the person you nominate, or delivered to your address. If an item is not collected after we tell you it is ready, we will contact you to arrange collection or delivery.

D7. Returns, faulty items and your legal rights

No returns for change of mind. Because our items are made to order in small batches, we do not accept returns or offer refunds if you change your mind, or if you chose the wrong size or colour. Please check the size guide and product details before ordering, and ask us if you are unsure.

Faulty or not as described. This does not affect your legal rights. If your item has a defect that was not apparent when you received it, or is not the item, size or colour you ordered, or is not as described, please tell us through the Traveller portal as soon as possible after you notice it, with photos if possible. Where the problem is confirmed, you may choose:

• to return the item and receive a full refund of its price and any delivery fee you paid for it; or
• a replacement or repair, where available; or
• to keep the item with a partial refund that we agree with you.

We will pay reasonable costs of returning a faulty item to us.

Small variations in colour, print placement or finish that are natural to small-batch production, and that are described on the product page, are not defects. Normal wear and tear, damage caused by misuse or by not following care instructions, and alterations made after delivery are not covered.

Part E: General

E1. Our liability to you

We are responsible for providing the services we have agreed to provide with reasonable skill and care.

We are not responsible for any loss or damage to the extent it is caused by: you or another member of your party; a third party not connected with the provision of the services you booked, where the problem could not have been foreseen or avoided; or an event outside our control (C9).

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or deliberate wrongdoing, for serious fault, or for anything else that cannot be limited or excluded under Mauritian law.

Where a supplier's liability is limited by international conventions (for example the Montreal Convention for air carriers), our liability for that supplier's services is limited in the same way to the extent the law allows.

We are not responsible for losses that were not reasonably foreseeable when the contract was made, or for business losses.

E2. Refunds

All refunds are made by bank transfer, in Mauritian rupees, to the account the payment came from or another account in the payer's name that you confirm in writing.

E3. Privacy

Our Privacy Policy explains how we use your personal information. It is available at www.theportalpassport.com/privacy.

E4. Transfer of rights

You may not transfer your rights under these terms to anyone else except as allowed in C5. We may transfer our rights and obligations to another organisation, for example if our business is reorganised, and we will tell you if this affects your booking or order. This will not reduce your rights.

E5. If part of these terms is invalid

If a court decides that any part of these terms is invalid or unenforceable, the rest of the terms will continue to apply.

E6. Governing law and courts

These terms, and any dispute arising from them or from your use of the website, a booking or an order, are governed by the laws of the Republic of Mauritius. The courts of Mauritius have jurisdiction.

Before going to court, please contact us so that we can try to resolve the matter.

E7. Language

These terms are also available in French. If there is any difference between the English and French versions, the English version prevails.

E8. Contact

SELECTRO LTD, trading as The Portal Passport
C2 Bonne Terre, Vacoas, Mauritius
Business registration number C13117790
Messages: through the Traveller portal at www.theportalpassport.com