1. Booking System Errors

At AUTA, LDA, we strive to provide reliable service. However, errors or malfunctions in our booking system may occasionally occur.

• Contact: [email protected] or 24/7 hotlines +351 964 120 673 / +351 969 951 951
• Provide details (time, date, error messages, service attempted).
• Resolution: We will attempt to resolve the issue as quickly as possible. If not immediate, we will provide updates and alternatives.
• Refunds/Compensation: If a system error causes additional costs or inconvenience, we may issue a refund or compensation at our discretion.

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2. Admission & Conduct

• Drivers may refuse service to passengers under the influence of alcohol/drugs or whose behavior poses risks.
• Alcohol, narcotics, and smoking (including e-cigarettes/vapes) are strictly prohibited in all vehicles.
• The client assumes full financial responsibility for any damage caused by them or their party:
  • Carpet cleaning: €250
  • Seat burn fee: €1,500
  • Sanitation fee (excessive soiling): €250
  • Vomit cleaning fee: €150 (cars) / €350 (minibuses/coaches)
• Seat belts are mandatory under Portuguese law. Clients are responsible for compliance.
• The driver may terminate service without refund if unsafe or inappropriate behavior occurs.

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3. Drivers

• Clients should not contact drivers directly except 15–20 minutes before service.
• For urgent matters, contact our operations hotline: +351 964 120 673.
• Drivers may not answer calls while driving.

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4. Transfers

• Waiting time (starts upon plane landing at the airport):
  • Airport arrivals (Schengen flights): 60 minutes after landing.
  • Airport arrivals (Non-Schengen flights): 90 minutes after landing.
• Other pick-up locations (hotels, stations, etc.): 15 minutes after the scheduled time.
• Flight Tracking & Delays: AUTA, LDA monitors flight arrivals to adjust pick-up times. However, if a flight delay exceeds the included waiting time, the original booking will be considered a No-Show and canceled without refund. In such cases, the client must contact the office to reschedule, subject to availability and applicable charges.
• Customer Responsibility for Delays: Clients must contact our 24/7 hotline +351 964 120 673 as soon as they become aware of a flight delay or schedule change. We will do our best to accommodate the new arrival time if possible, but this cannot be guaranteed without a new booking.
• No-Show Policy: If the client does not contact us within the waiting period, the service is considered a No-Show and canceled with no refund.
• Client Responsibility: Customers must provide accurate addresses. Drivers will get as close as possible depending on vehicle access. If alternative routes are required due to closures or weather, additional costs may apply.

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5. On-Demand / Hourly Services

• Full Day (8h / 9:00–17:00): Includes 150 km.
• Per Hour: Includes 18.75 km.
• Extra kms: Charged per vehicle type.
• Extra hours: Charged outside standard hours (before 9:00 or after 17:00).
• Additional costs: Toll fees, parking, driver meals/accommodation (if required) are not included.
• For multi-day services, daily schedules typically run 9:00–17:00 unless agreed otherwise.
• When booking several consecutive days, the first day counts from plane arrival or agreed start time. Subsequent days: 9:00–17:00; after 17:00, extra charges apply.

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6. Luggage

• Each passenger: 1 checked bag (max 158 cm total dimensions) + 1 hand item.
• Excess luggage must be declared at booking. Any excess not declared may incur additional charges.
• All luggage must be clearly marked with the owner’s name and destination address.
• The transport of luggage and personal belongings is at the customer’s own risk. AUTA, LDA is not liable for loss or damage to luggage or personal items.

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7. Cancellation & Refund Policy

General Policy

• Full Refund: Cancellations made up to 48h before service (processing fees will be deducted from the refund).
• 50% Refund: Cancellations made 24h before service (processing fees will be deducted from the refund).
• No Refund: Cancellations within 24h or in case of No-Show.

Seasonal Policy

• High Season: Jul 1 – Sep 30, Dec 20 – Jan 5, major business events → Non-refundable.
• Mid Season: Apr 1 – Jun 30, Oct 1 – Oct 31, mid-level events → Non-refundable.
• Low Season: Jan 6 – Mar 31, Nov 1 – Dec 19 → Standard refund rules apply.
• Modifications to bookings during high/mid-season are also non-refundable.

Group Bookings (12–60 passengers)

• 100% Full prepayment required. Non-refundable.

Tours (Day, Multi-Day & Custom)

Day Tours (Half-Day & Full-Day)

• Payment: Must be paid in full (100%) before the start date of the tour (or by an alternative date agreed with AUTA, LDA).
• If you book less than 14 days before the start date, full payment is required immediately unless alternative arrangements are agreed.
• If payment is not received by the agreed time, AUTA, LDA reserves the right to cancel your booking or release your reserved tour slots to other customers. In this case, no refund will be provided for any amount already paid.
• Cancellation Policy:
  • ≥30 days before the tour: Full refund (processing fees will be deducted, as well as non-refundable expenses such as tickets, guides, accommodations, and financial costs).
  • 15–29 days before the tour: 50% refund (processing fees will be deducted, as well as non-refundable expenses).
  • <14 days before the tour or no-show: No refund.
• Seasonal Policy (applies to all Day Tours): High Season (Jul 1 – Sep 30, Dec 20 – Jan 5, major business events) and Mid Season (Apr 1 – Jun 30, Oct 1 – Oct 31, mid-level events) → All bookings are non-refundable, regardless of notice period. In Low Season (Jan 6 – Mar 31, Nov 1 – Dec 19) standard refund rules apply (≥30 days full refund minus processing fees and non-refundable expenses; 15–29 days 50% refund minus processing fees and non-refundable expenses; <14 days or no-show: no refund).

Multi-Day & Custom Tours

• Payment: A 50% deposit is required 30+ days before the start date. The remaining balance is due 15 days before the start date.
• If you book less than 15 days before the start date, full payment is required immediately unless alternative arrangements are agreed.
• If payment is not received by the agreed time, AUTA, LDA reserves the right to cancel your booking or release your reserved tours to other customers. In this case, no refund will be provided for any amount already paid.
• Cancellation Policy:
  • 30 days before the tour: Full refund (processing fees will be deducted, as well as non-refundable expenses such as tickets, guides, accommodations, and financial costs).
  • 15–29 days before the tour: 50% refund (processing fees will be deducted, as well as non-refundable expenses).
  • 14 days before the tour or no-show: No refund.
• Seasonal Policy (applies to all Multi-Day & Custom Tours): High Season (Jul 1 – Sep 30, Dec 20 – Jan 5, major business events) and Mid Season (Apr 1 – Jun 30, Oct 1 – Oct 31, mid-level events) → All bookings are non-refundable, regardless of notice period. In Low Season (Jan 6 – Mar 31, Nov 1 – Dec 19) standard refund rules apply (30 days full refund minus processing fees and non-refundable expenses; 15–29 days 50% refund minus processing fees and non-refundable expenses; <14 days or no-show: no refund).

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8. Force Majeure

AUTA, LDA is not liable for delays or non-performance caused by events beyond control, including natural disasters, accidents, strikes, terrorism, pandemics, vandalism, extreme weather, traffic, or government restrictions.

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9. Liability Limitation

To the maximum extent permitted by law, AUTA, LDA is not liable for indirect, incidental, or consequential damages, including lost profits, revenue, or data.

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10. Insurance

• Civil Liability (Agency): €50,000
• Tourist Activities Liability: €75,000
• Passenger Transport Liability:
  • Bodily Injury: €12,900,000
  • Property Damage: €2,600,000
• Personal Accident Insurance:
  • Death/Disability: €20,000
  • Medical expenses: €3,500
• Clients must arrange their own travel insurance for personal belongings and health coverage.

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11. Privacy & Data Protection

We collect and process personal data in accordance with GDPR.

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12. Customer Responsibility

Clients must provide accurate booking details (dates, times, addresses) and ensure compliance with all policies. AUTA, LDA is not responsible for consequences arising from incorrect information.

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13. Special Requests

Accessibility needs or vehicle preferences must be requested at booking. We will do our best to accommodate, but availability is not guaranteed.

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14. Modification of Terms

AUTA, LDA may update these Terms & Conditions at any time. Updates will be posted on our website. Continued use of our services implies acceptance. We reserve the right to change these Terms & Conditions at any time without prior warning.

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15. Dispute Resolution & Governing Law

• Disputes will first be addressed by negotiation.
• If unresolved, disputes will be submitted to mediation or arbitration before legal proceedings.
• These Terms are governed by Portuguese law, with jurisdiction in the courts of Lisbon.

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16. Payment Terms

• All services must be paid in full before commencement unless otherwise agreed in writing.
• Payment methods accepted: credit card, bank transfer, or other approved methods.
• Services are confirmed only once payment is received.
• Specific payment requirements and deadlines for Transfers, On-Demand Services, and Tours (Day, Multi-Day & Custom) are outlined in their respective sections of these Terms & Conditions.

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17. Currency & Taxes

• All prices are quoted in Euros (€).
• Prices include VAT at the applicable legal rate, unless stated otherwise.

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18. Children & Minors

• Children under 18 must be accompanied by an adult.
• In accordance with Portuguese law, all children must use the appropriate child restraint system (car seat/booster) and wear seat belts.
• Child seats must be requested at the time of booking and may incur additional charges.
• The client is responsible for requesting the correct seat type according to the child’s age, weight, and height.
• AUTA, LDA reserves the right not to transport a child without the appropriate safety equipment if it was not requested in advance. In such cases, the booking will be treated as a No-Show without refund.

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19. Luggage & Personal Belongings

19.1 Full Passenger Responsibility

Passengers acknowledge and agree that all luggage and personal belongings, including contents placed in the vehicle’s trunk or storage areas, remain at all times under the responsibility, custody and risk of the passenger.

AUTA, LDA assumes no liability whatsoever for loss, theft, disappearance, damage, deterioration, or any claim related to personal property, unless liability is determined by a final court decision, supported by concrete evidence proving direct fault by AUTA, LDA or its employee. Liability is never presumed and must be proven by the claimant.

19.2 No Assumed or Implied Liability

The passenger expressly agrees that:

• AUTA, LDA has no access, control, or knowledge of the contents of luggage.
• Closed luggage is considered sealed and outside the company’s responsibility.
• Any allegation regarding missing items inside luggage cannot be attributed to the company without verifiable proof.
• Delivery of luggage without immediate written complaint is considered proof that it was received intact and complete.

19.3 Burden of Proof

In accordance with Portuguese law:

• The passenger bears full burden of proof for any claim (Art. 342.º Civil Code).
• Liability requires evidence of direct fault and causal link (Art. 483.º, 798.º, 799.º Civil Code).
• No compensation is possible without verified evidence and legal determination.

19.4 Luggage Allowance

• Each passenger may transport one standard suitcase and one hand item, unless otherwise agreed in writing.
• Additional or special items (oversized luggage, sports equipment, prams, instruments, etc.) must be declared in advance and may incur charges or transport refusal if undeclared.

19.5 Storage, Handling & Access

• Drivers may assist with loading/unloading as a courtesy, but are never responsible for item condition, packing method, weight distribution, or internal contents.
• The trunk/vehicle compartment is not supervised storage and is not individually monitored.
• AUTA, LDA is not liable for damage caused by poor packing, excess weight, fragile contents, liquids, temperature, or shifting items.

19.6 Valuables, Cash & Sensitive Items

Passengers are explicitly forbidden from placing in the vehicle luggage compartment:

• Cash, jewelry, watches, precious metals.
• Passports, documents, contracts, travel tickets.
• Electronics, cameras, computers, tablets, phones.
• Medications, artistic items, collectibles, heirlooms.
• Any item exceeding €200 in individual value.

These must remain in the passenger’s personal custody at all times. If stored in the luggage compartment, the passenger automatically waives any right to claim, dispute, reimbursement or compensation.

19.7 Vehicle Inspection & Delivery Presumption

All luggage is considered:

• Delivered in the same condition it was received,
• Without tampering,
• With no missing contents,

…unless the passenger files a written signed claim immediately at the moment of drop-off, before leaving the vehicle. After this moment, no claims are accepted for missing items, alleged theft, tampering, or content discrepancies.

19.8 Unfounded Accusations

Any direct or indirect accusations against staff, drivers, or the company without verified proof or judicial determination will be considered:

• Defamation,
• Abuse of claim rights,
• Harmful to business reputation.

The company reserves the right to pursue legal action for damages in such cases.

19.9 Unclaimed or Forgotten Items

• Items left in vehicles, if found, will be stored for 30 days. After this period, items may be disposed of, destroyed, or donated without further notice.
• Return shipping or delivery costs of lost items are fully paid by the passenger in advance.
• AUTA, LDA is not liable if an item was not found or not reported by the passenger at the time of service.

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20. Overtime & Waiting Charges

• Waiting beyond the included times (Clause 4) may be charged at the vehicle’s applicable hourly rate.
• Overtime during tours or hourly services will also be charged accordingly.

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21. Third-Party Services

• AUTA, LDA reserves the right to subcontract services to trusted third-party providers.
• The same terms and conditions apply to subcontracted services.

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22. Complaints Procedure

• Any complaints must be submitted in writing to [email protected] within 7 days of the service date.
• We will acknowledge and review all complaints in a timely manner.

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23. Vehicle Substitution

In the event of a breakdown or vehicle availability issues, AUTA, LDA reserves the right to substitute the booked vehicle with a similar or upgraded vehicle at no additional cost to the client. AUTA, LDA also reserves the right not to inform the client in advance of such substitution, provided that the replacement vehicle meets or exceeds the service level originally booked.

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24. Confidentiality

All drivers and subcontracted partners working with AUTA, LDA are bound by confidentiality agreements. Client privacy, personal information, and conversations shared during the provision of services are strictly protected.

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25. Premium Vehicles (Mercedes S-Class Maybach, V-Class with Captain Seats, Sprinter Maybach)

Payment & Booking

• Full payment is required at the time of booking.
• Bookings are non-refundable in High and Mid Season (Jul 1 – Sep 30, Dec 20 – Jan 5, Apr 1 – Jun 30, Oct 1 – Oct 31).
• In Low Season (Jan 6 – Mar 31, Nov 1 – Dec 19), the general cancellation policy applies.

Minimum Service Duration

• These vehicles may be subject to a minimum booking duration of 4 hours, unless otherwise agreed.

Conduct & Use

• Eating, smoking, or drinking anything other than bottled water is prohibited.
• Passengers are expected to treat the vehicle with the highest care.
• A luxury sanitation fee of €500 will be applied in cases of soiling, damage, or misuse.

Luggage & Personal Belongings

• The Company’s Luggage & Personal Belongings Policy (see Section 19) applies to all Premium Vehicle services.
• Due to limited luggage capacity in premium vehicles, passengers must ensure all items fit safely within the designated storage areas.
• Any additional or oversized items must be declared in advance and may not be accepted if they exceed vehicle limitations.
• Passengers are responsible for their personal belongings at all times. The Company is not liable for any loss, theft, or damage to luggage or valuables unless resulting from proven negligence by the Company or its employees.

Substitution Policy (Premium Vehicles)

• In the event of a breakdown or unavailability, AUTA, LDA will provide the closest available alternative vehicle to complete the service.
• The replacement may not be of the same category or higher, as these vehicles represent the top tier of our fleet.
• AUTA, LDA will ensure the replacement vehicle is of suitable quality and comfort, but no compensation is guaranteed if the replacement is different from the vehicle originally booked.

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26. Buses & Coaches (10–60 Seats)

These Terms & Conditions apply exclusively to the hiring and operation of Buses & Coaches with capacities between 10 and 60 passengers provided directly by AUTA, LDA or by its licensed subcontracted partners. By confirming a booking, the contracting party accepts and agrees to these terms in full.

1. Payment & Booking Conditions

• 100% prepayment is required at the time of booking. No service is considered confirmed until payment is received.
• All bookings for buses and coaches are strictly non-refundable, regardless of season, date, or reason for cancellation.
• Quotes are valid only for the date, time, itinerary, number of passengers, and service type originally provided. Any modification may require a new quote and may not be guaranteed.

2. Group Responsibility

• The contracting party is fully responsible for the conduct of all passengers in the group.
• Damage, vandalism, or excessive cleaning may incur additional charges starting at €500.
• Smoking, vaping, alcohol consumption, and narcotics are strictly prohibited on board.
• Passengers must comply with driver instructions at all times.

3. Luggage & Personal Belongings

• All luggage and personal items are governed by AUTA, LDA’s Luggage & Personal Belongings Policy (see Section 19).
• Each passenger is allowed 1 suitcase and 1 hand item unless otherwise agreed in writing.
• Oversized items and special luggage must be declared in advance and may incur extra charges.
• AUTA, LDA is not liable for loss or damage to luggage unless negligence is proven by judicial decision.

4. Access, Routing & Operational Limitations

• Large vehicles may face access or parking restrictions. If direct access is impossible, passengers will be dropped at the nearest legal and safe point.
• Route changes due to restrictions, road closures, or conditions may incur extra charges.

5. Timing, Waiting & Overtime

• Waiting time beyond the scheduled period is charged at the applicable hourly rate for the vehicle booked.
• Drivers must comply with EU driving and rest regulations at all times.
• Overtime applies to delays caused by passengers or changes requested by the client.

6. Driver Authority & Passenger Conduct

• The driver may refuse unsafe or inappropriate behavior by any passenger.
• Serious misconduct may result in immediate service termination without refund.
• Seat belts must be worn at all times where fitted, in accordance with applicable law.

7. Subcontracting

• AUTA, LDA may subcontract bus/coach services to licensed operators.
• All subcontracted services are subject to these Terms & Conditions, in addition to the subcontractor’s own safety and operational rules.

8. Replacement & Breakdown Policy

• AUTA, LDA will attempt to provide a replacement vehicle of similar capacity in case of breakdown or unavailability.
• The comfort level or configuration of the replacement vehicle may vary depending on availability.
• If replacement is not possible, AUTA, LDA will assist with rescheduling or alternative support, without guaranteed compensation beyond the service booked.

9. Safety, Legal Compliance & Force Majeure

• AUTA, LDA is not liable for delays or disruptions caused by road conditions, weather, strikes, police operations, or other force majeure events.

10. Liability Limitation

• AUTA, LDA’s liability is limited to direct damages legally proven in accordance with applicable law.
• The company is not liable for indirect losses, missed flights, missed connections, events, or luggage damage except in cases of proven negligence.

11. Complaints

• Complaints relating specifically to bus or coach services must be submitted within 7 days of the service date to [email protected].

12. Governing Law

• These Terms & Conditions for Buses & Coaches are governed by Portuguese law with jurisdiction in the courts of Lisbon.

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