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: We monitor flights to adjust pick-up times. If a delay exceeds the included waiting time, the original booking will be considered a No-Show and canceled without refund. The client must contact the office to reschedule, subject to availability and charges.
• Customer Responsibility for Delays: Clients must contact our hotline +351 964 120 673 as soon as they are aware of a delay or change. We will try to accommodate, but cannot guarantee 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: Provide accurate addresses. Drivers will get as close as possible depending on access. Additional costs may apply for alternative routes due to closures or weather.

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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 deducted).
• 50% Refund: Cancellations made 24h before service.
• 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 (or as otherwise agreed).
• If booked <14 days before start, full payment is required immediately unless otherwise agreed.
• If payment is not received by the agreed time, AUTA, LDA may cancel or release reserved slots. No refund for amounts already paid.
• Cancellation:
  • ≥30 days: Full refund (minus non-refundable expenses: tickets, guides, accommodations, financial costs).
  • 15–29 days: 50% refund (minus non-refundable expenses).
  • <14 days or no-show: No refund.
• Seasonal (applies to all Day Tours): High/Mid Season → Non-refundable; Low Season → Standard refund rules.

Multi-Day & Custom Tours

• Payment: 50% deposit (≥30 days before start). Balance due 15 days before start.
• If booked <15 days before start, full payment is required immediately unless otherwise agreed.
• If payment is not received by the agreed time, AUTA, LDA may cancel or release reserved tours. No refund for amounts already paid.
• Cancellation:
  • 30 days before: Full refund (minus non-refundable expenses).
  • 15–29 days: 50% refund (minus non-refundable expenses).
  • 14 days or no-show: No refund.
• Seasonal (applies to all Multi-Day & Custom): High/Mid Season → Non-refundable; Low Season → Standard refund rules.

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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 are outlined in their respective sections.

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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. Lost Property

• AUTA, LDA is not responsible for items left in vehicles.
• Any found items will be held for 30 days and returned at the client’s expense.

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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.

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)

Payment & Booking

• 100% prepayment is required at the time of booking.
• All bookings are non-refundable once confirmed, regardless of season.

Group Responsibility

• The contracting party (agency, company, or lead passenger) is fully responsible for the group’s conduct and for any damage caused to the vehicle.
• Excessive cleaning, damage, or vandalism may result in additional charges, starting at €500, depending on severity.

Luggage Policy

• Each passenger is allowed one suitcase and one hand item unless otherwise agreed.
• Excess luggage, sports equipment, or oversized items must be declared in advance and may incur extra charges.

Service Limitations

• Parking and access restrictions for large vehicles are the responsibility of the client. If the destination point is not accessible, passengers may be dropped at the nearest suitable location.
• Waiting time beyond the agreed schedule will be charged at the applicable hourly rate for the bus size booked.

Subcontracting

• For buses and coaches, AUTA, LDA reserves the right to subcontract the service to trusted third-party licensed operators. The same terms and conditions apply.

Replacement Policy (Buses & Coaches)

• In the event of a breakdown or unavailability of the booked bus/coach, AUTA, LDA will make every reasonable effort to provide a replacement vehicle of similar passenger capacity.
• The replacement may be a different model, configuration, or comfort level, depending on availability.
• If no immediate replacement vehicle is available, AUTA, LDA will assist the client in rescheduling or arranging alternative transport solutions, but no compensation is guaranteed beyond the service booked.
• For subcontracted services, the replacement terms of the subcontractor will also apply.

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