Booking Terms and Conditions
We strive to ensure that our customer’s interest is always protected. Before making any booking, please read and ensure you are happy with our terms and conditions.
These Booking Conditions
form the basis of your contract with us and the Property Owner, so
please read them carefully.
Nothing in these Booking Conditions affects your normal
statutory rights.
All reservations and bookings are subject to your agreeing
with these terms and conditions.
"MHRD", "we", "us" and "our" are
references to MHRD, Consultoria e Gestão, Lda., a company
registered and trading in Madeira, Portugal and the registered
owner of the Our Madeira domain.
"Our Madeira" is a reference to the Our Madeira website.
References to "property", "holiday property" and "accommodation"
are references to the property (Villa, House or Apartment) that is
being rented by the customer.
References to "Party Leader", "customer" "you" and "your" are
references to the person making the reservation and/or booking and
all members of the holiday party.
Your contract
MHRD Consultoria e Gestão, Lda acts as renting agent for
the Accommodation Owner, who has placed his property for holiday
rentals (for tourism). Your contract for the accommodation is with
the Owner.
You contract is made once your booking has been confirmed and
payment has been received.
When you make a booking as Party Leader you guarantee that you
have the authority to accept and do accept these terms and
conditions on behalf of all members of your party. You must be at
least 21 years old to make a booking with us.
Your Personal
Details
MHRD Consultoria e Gestão, Lda. is not the owner of the property
(villa or apartment) booked and reserves the right to provide
personal details of the Party Leader and party members at its sole
discretion.
Confirming your
reservation/booking
Once you let us know you wish to make a reservation, we send you
an e-mail with a link to the Booking Form and hold the dates for 5
calendar days from that date. Within this period, you must complete
the booking form and pay the value shown as required to secure your
Reservation. Should the Booking Form not be completed or the
payment received within this period, the dates held for your
reservation will be opened for rental.
Payment
terms
A non-refundable deposit of 30% of the total cost of your
reservation is required to secure the booking. Should you be
confirming your reservation within 8 weeks of your arrival (which
is considered a late booking), the full rental amount must be paid
to secure your reservation. You are required to send the payment of
the balance of the rental 8 weeks prior to your date of arrival at
the accommodation. If you fail to make a payment to us in full and
on time, we may treat your booking as cancelled by you (see "If you
cancel or ammend your booking" below).
Payment may be made by bank transfer, credit card, debit card or
Paypal. We do not charge a levy for payment by Bank Transfer, but
you must ensure the correct amount is credited to our account. When
instructing the bank transfer you must choose the option of bank
charges being borne by the sender. Should there be any shortfall in
the value credited for a deposit payment, the balance payment will
be adjusted accordingly. Should there be any shortfall in the value
credited for a balance payment, the difference will need to be
paid.
If you decide to pay by Credit Card, Debit Card, or Paypal, a
surcharge of 4% of the value will be made to cover the charges
levied by these payment methods.
Check-in and Check-out
times
Arrival and check-in details will be sent approximately one month
prior to your arrival, and, in the case of late bookings, only
after the balance payment has been received.
We will supply you with the contact name and number of your
accommodation and provide the full address, GPS coordinates and
driving instructions. You can arrive at your accommodation after
16:00 hours on the arrival date, but should the villa be available
before then, you will be allowed to check-in earlier. You must
vacate the property by 10:00 hours on your day of departure, but
should it be possible, you will be allowed to check-out later.
Arrangements for early check-in or late check-out, must be made by
prior agreement with us.
Travel
arrangements
As soon as you have made your travel arrangements you must advise
us of these if you have not done so already on the booking form. We
require the flight number, arrival time at Funchal airport and
origin of your flight so the accommodation is prepared for you and
you are met on arrival at your accommodation. These details will be
passed on to the supplier of the accommodation or other services
that have been reserved (example: car hire or transfers). If you do
not supply this information, this will impact on the level of
service offered and you may not be met on arrival at the
accommodation. If you are unfortunate to have a flight delay, or
delay from the airport to your accommodation, it is your
responsibility to advise us, and the supplier of other services of
the estimated time of your arrival at the property or at the agreed
place where the service is provided. If you fail to arrive by
midday on the day after the Arrival Date and do not inform us of
your anticipated late arrival, we may treat the booking as having
been cancelled by you (see "If you cancel or amend your booking"
below).
Special
requests
If you have any special requests, you must advise us at the time
of making your enquiry. Although we will endeavour to meet any
reasonable requests, we regret that we cannot guarantee any request
will be met. Failure to meet any special request will not be a
breach of contract on our part, nor will we be liable for
compensation payments.
Confirmation
Please check your confirmation invoice, final itinerary and all
other documents you receive from us, immediately on receipt. You
must contact us immediately if any information appears to be
incorrect as it may not be possible to make changes later. We are
responsible for providing the arrangements we have confirmed to
you. If you cancel or alter your booking later on, you may have to
pay an amendment charge. We reserve the right to refuse your
booking. If we do this we will refund any money already paid to
us.
Your
Accommodation
This is reserved exclusively for the people named on the
confirmation invoice and no other persons are permitted to stay at
the accommodation unless this has been agreed with us in writing
and appropriate payments made (if applicable). It is also not
permitted to use the property for any other purpose than a holiday
vacation home for the guests in the group. It is forbidden to hold
parties, events or large gatherings of any kind on the
premises.
Party members, children and
under age
The Party Leader is responsible for all members of the party
occupying the holiday property.
Adults are responsible for supervising children and those under
age at all times.
Swimming
Pools
Children must not use swimming pools without adult supervision.
Diving is at all times prohibited.
Heated pools may be switched on for an additional charge but this
service may be dependant on the weather and overnight temperatures
could mean that pool temperatures cannot be guaranteed or
maintained throughout the day.
It is also incumbent on you to ensure measures that contribute to
maintaining the swimming pool water are complied with. This will
normally include ensuring the pool cover is kept closed when the
swimming pool is not in use
Pets /
Animals
Unless otherwise agreed, pets and animals are not permitted in the
accommodation.
Smoking
All villas we feature are non-smoking only. We ask you to respect
this policy.
Refuse
disposal
On arrival at the holiday property, you will be provided with
details regarding refuse disposal.
In the properties where the council provided refuse collection, it
is your responsibility to place the refuse bins at the proper place
in time for collection.
In those where this service is not provided, it is your
responsibility to take the refuse to the nearest public refuse
bins.
Owners reserve the right to retain some of the breakages deposit
to pay for refuse removal if you have not taken due care to ensure
of its disposal in accordance with the instructions provide in the
holiday property.
Holiday Travel
Insurance
Holiday Travel Insurance is the sole responsibility of each
individual party member, and we strongly advise it is purchased at
the time of booking your holiday. We cannot accept any liability
for any costs you incur as a result of failing to do so, including
for loss, damage, personal injury, or medical treatment. For your
own peace of mind, the insurance should cover you if you have to
cancel your arrangements, or for any emergencies that should arise
while you are away.
Passports, Visas and Health
requirements
It is your responsibility to ensure you are in possession of all
necessary travel and health documents, including passports, visas
where applicable, before travelling.
Your obligations whilst
using the accommodation
Some property owners require a security deposit, payable locally
in cash on check-in. Should there be breakages above the value of
10 Euros, the value of the repair or replacement will be deducted
from the security deposit. The remaining value will be refunded to
you in the same currency when leaving the accommodation.
You accept
responsibility for any damage or loss caused by you or any member
of your party. Full payment of any such damage or loss must be made
at the time of the damage and before you check-out of your
accommodation. We expect all our customers to have consideration
for other people and the property for which they are staying
in.
While you are on holiday we ask that you respect the condition of
the accommodation and ensure that standards are maintained, as well
as comply with rules that are advised to you via the website or at
the time of booking (including but not limited to, no smoking or
pets). You are on holiday and are not expected to clean the
accommodation but you are required to remove any stains and replace
items damaged by party members, as well as ensure all refuse is
disposed of as per the instructions provided in the holiday
property.
If in our reasonable opinion or in the reasonable opinion of any
other person in authority, you or any member of your party behaves
in such a way as to cause danger, upset or distress to any third
party (including other customers, employees or other person
associated with MHRD or the property owner) or damage to the
property, or in any way damage the reputation and/or goodwill of
the Owner, we are entitled, without prior notice, to terminate the
occupation of the person(s) concerned. In this situation, the
person(s) concerned will be required to leave the accommodation. We
will have no further responsibility toward such person(s). No
refunds will be made and we will not pay any expenses or costs
incurred as a result of the termination.
Subletting, sharing or assignment is prohibited. You agree to keep
and leave the Property and the furnishings and equipment clean and
in good condition. You agree to take all the necessary steps to
safeguard your personal property. No liability to you is accepted
in respect of damage to or loss of such property, except where the
damage or loss is caused by negligence of the owner.
Properties require regular maintenance. You agree to allow us, or
any representative of ours, access at any reasonable time during
your stay for the purpose of essential repairs, garden care and
pool cleaning. The day and approximate times for the gardening and
pool maintenance will be advised on arrival. The day and
approximate time for the carrying out of essential repairs will be
advised as necessary.
The property owner and their representative must be permitted to
enter the property at all reasonable times upon giving 24 hours
notice.
Complaints
Every effort has been made to ensure that you have an enjoyable
and memorable holiday. If however, you have any cause for
dissatisfaction or complaint it is important you contact us
immediately so that remedial action is taken as soon as possible so
that action can be taken to rectify the issue. Discussion of any
criticisms with us whilst you are in residence will usually enable
shortcomings to be rectified straight away. In particular,
complaints of a transient nature (for example, regarding
preparation or heating of the Property) cannot possibly be
investigated unless registered whilst you are in residence. Please
use the office or emergency contacts provided for this
purpose.
Should the property management company be unable to resolve the
matter, details of the complaint must be notified to My Company in
writing within 28 days of the end of your holiday. Notification of
any complaints received outside this period cannot be considered.
If you do not tell us about your complaint promptly, it may be
difficult to investigate your complaint thoroughly.
If you cancel or amend your
booking
If you need to amend or cancel your booking, you must do so by
e-mail to reservations@ourmadeira.com immediately. Amendments to
your booking are subject to the availability of the accommodation
and will carry a charge to cover the applicable administrative
costs, which will be advised to you at the time of requesting the
change. Should you wish to cancel, the value paid to secure your
reservation is non-refundable. Should you cancel within the 8 week
period prior to your arrival, the full rental value is
non-refundable.
We will attempt to rent again the dates made available by your
cancellation, even if only partially. Should we be successful, a
partial refund may be made. The value of the partial refund will be
dependent on the resale value (normally lower due to the fact it is
a late booking). A minimum value of 30% of the total rental value
of the booking will remain non-refundable.
If we amend or cancel your
booking
We make every effort to ensure your reservation is processed
correctly, your accommodation is secured for you, and all published
facilities are available for your use, and do not expect to have to
make any changes to your booking.
Very rarely, your accommodation
or some significant facilities may not be available for use, or
circumstances beyond our, or the property owner's control, may lead
to a loss of enjoyment.
This may happen due to a variety of reasons, such as a problem
with equipment or installation that is not functioning properly and
cannot be repaired in time, or an occurrence that has affected the
accommodation to the point whereby it is materially affected or not
fit for purpose, or has made it unavailable.
We will notify you the moment we are aware of any such issue, or
should we have to make a significant change or cancel your booking.
You are entitled to a full refund of any monies we have received
from you for your booking. All you have to do is e-mail us at
reservations@ourmadeira.com advising us of your wish to cancel due
to the significant changes made to your booking, and providing your
bank details for the purpose of the transfer. We regret we cannot
offer any compensation or pay any expenses, costs or losses
incurred by you as a result of any change or cancellation.
We will always endeavour to find and offer you a suitable
alternative. If the alternative property is more expensive, you
would be responsible for paying the extra cost. If the alternative
property is cheaper, we will refund you the difference. Should you
decide not to accept the alternative, or should a suitable
alternative not be available, a full refund of any monies received
for the arrangements cancelled will be made.
We regret that we cannot accept any liability, pay compensation,
reimburse expenses, or cover losses, if for any reason we are
forced to cancel your booking due to circumstances beyond our
control or as a result of a 'force majeure'. When we refer to
circumstances beyond our control and 'force majeure', we mean any
event that we, the accommodation owner, or the supplier in
question, could not foresee or avoid, even after taking all
reasonable care.
MHRD Consultoria e Gestão, Lda. Is not liable for loss, damage,
injury or death caused by an event beyond its reasonable control,
including, without limitation, acts of God, Government actions, war
or national emergency, terrorist acts or activity, civil unrest,
riots, industrial dispute and strikes, natural disaster (actual or
threatened), floods, fire and restraints or delays affecting
carriers, and all similar events beyond our reasonable
control.
MHRD Consultoria e Gestão, Lda. liability shall never exceed the
total the total amount received as payment from the customer.
Accuracy
All information contained within our website has been compiled
from up-to-date information, which we amend as frequently as
possible with any changes. However there may be occasions when the
advertised property is not as advertised, due to modification. Such
situations may be due to local circumstances, necessity for
maintenance, water shortages, unsuitable weather conditions, fuel
shortages, power cuts and other circumstances beyond our control.
If we are advised of this we will notify you as soon as possible,
but we cannot be held liable for circumstances beyond our control.
It is also important to remember that although we make every effort
to describe the surrounding area and facilities (including
distances) accurately, these are outside our control and may change
without notice. We do not accept liability for any change exterior
to the rented property.
In case of
disputes
Should any dispute arise, it will be governed by Portuguese law
and subject to the exclusive jurisdiction of the Portuguese courts
in Funchal, Madeira.
Contacts
Our Madeira is operated by MHRD, Consultoria e Gestão Lda, Rua do
Paiol 4, Funchal, 9000-642, Madeira, registered under number
511077327, Tax No PT 511 077 327. Our email address is
reservations@ourmadeira.com and contact numbers are 00 351 291 761
997 (Tel), 00 351 291 762 039 (Fax). Information on the company
owners can be found on our website www.ourmadeira.com under "about
us".