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.
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.
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.
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.
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
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.
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).
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.
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.
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
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.
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
Unless otherwise agreed, pets and animals are not permitted in the accommodation.
All villas we feature are non-smoking only. We ask you to respect this policy.
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 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
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.
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
If you need to amend or cancel your booking, you must do so by e-mail to email@example.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
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 firstname.lastname@example.org 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.
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
Should any dispute arise, it will be governed by Portuguese law and subject to the exclusive jurisdiction of the Portuguese courts in Funchal, Madeira.
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 email@example.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".