Last updated: 31 August 2026
Availability requests and confirmation
Submitting a Request Availability form is not a booking. Availability is checked manually. If the requested service is available, the customer receives the information needed to proceed. Unless stated otherwise, availability may be held for up to 48 hours while the deposit is awaited.
A booking is confirmed only after availability and the applicable conditions have been communicated, the 20% deposit has been received, and confirmation has been sent to the customer.
Cancellation by the customer
If the customer cancels at least 48 hours before the scheduled service, the 20% deposit is refundable.
If the customer cancels less than 48 hours before the scheduled service, the 20% deposit is non-refundable. The remaining 80% is not charged solely as a result of that cancellation.
In the event of a no-show, the 20% deposit is forfeited. The remaining 80% is not charged automatically.
Changing the date
One date change per booking is available without charge when requested at least 24 hours before the scheduled service. The new date is always subject to availability, and requesting a change does not guarantee it. Later requests, or requests made less than 24 hours beforehand, are considered individually and may not be possible.
Cancellation by the operator
If the independent operator responsible for the service cannot provide it, a suitable alternative will be sought whenever possible. If no alternative is available, or the proposed alternative is not suitable for the customer, amounts already paid for the cancelled service will be refunded.
Weather, access and itinerary changes
Poor weather does not automatically cancel a service when it can proceed and official restrictions or directions are respected. Weather, road closures and official restrictions may require reasonable changes to the route, stops or timing. Any alternatives will be discussed professionally with the customer.
Sunrise, sunset and Pico do Areeiro
Clear skies, visibility, colours, cloud conditions and any particular natural result cannot be guaranteed. Pickup times vary seasonally. Lack of visibility does not automatically cancel a service when the location remains officially accessible and transport can take place.
For Pico do Areeiro, cloud, fog or reduced visibility do not automatically justify cancellation when official access remains open and transport can be provided. If an official closure or restriction affects the service, the customer will be contacted to discuss available alternatives.
Hiking and levada transfers
These are transport-only services, not guided walks. Before the service, available official information about access or closures that may affect the transport is consulted. If an official restriction affects the service, the customer will be contacted to discuss alternatives. The driver does not provide an independent professional assessment of trail safety.
Pickup delay
The standard pickup tolerance is 15 minutes. Customer delay may reduce the useful duration of the service or require an itinerary adjustment when the service cannot be extended.
Refunds and mandatory rights
Where a refund is due, it will be processed as soon as reasonably possible and, where possible, through the original payment method. No rule in this policy is intended to exclude or limit mandatory consumer rights. Questions may be sent to info.fpbmadeira@gmail.com.