Terms & Conditions

All content on this website is exclusive property of “OnTravel DMC, Unip. LDA” company and is protected by the Copyright Code. Any reproduction is forbidden. OnTravel DMC company reserves the right to change the contents under no obligation to make any prior communication to the users. By booking on www.ontraveldmc.com you are accepting the general conditions here described below.

Contents

1. Airport Transfers
2. Tours & Activities
3. Children Policy – Tours
4. Weather Conditions
5. Car Rental
6. Bookings & Availability
7. Payments & Security
8. Products Descriptions
9. Gift Voucher – OnTravel
10. Cancellation Policy
11. Information & Obligations

1 – Airport Transfers

• 1.1 – Your airport transfer will always be made according with your booking;
• 1.2 – Arrival airport transfer without flight number previously indicated, will be prioritized the booking time;
• 1.3 – Baby seats or child seats must be requested when booking;
• 1.4 – Baby seats and child seats not booked previously, customer/client will have total responsibility in case of accidents or police fines;
• 1.5 – If the flight is delayed there´s no need to worry. We always track the flight until you arrive;
• 1.6 – If your flight is diverted due to bad weather or other, your booking will be considered NO-SHOW, and a new booking should be made;
• 1.7 – If your flight is canceled you can reschedule the airport transfer for free;
• 1.8 – When arriving at the airport the driver will meet you at the arrivals area holding a board with the name provided on the booking;
• 1.9 – Departure transfer should be scheduled 2 hours before the flight and according to your hotel distance;
• 1.10 – Maximum waiting time after flight land and/or booking time indicated: 45 minutes;
• 1.11 – Maximum waiting time departing from hotel/origin: 10 minutes;
• 1.12 – OnTravel DMC company is not responsible in case you miss the flight or for returning to the hotel due to forgotten objects;
• 1.13 – Changes or reschedules are allowed and can be made only by email until 72 hours before the service by providing the booking number;

2 – Tours & Activities

• 2.1 – All prices are for services starting in the main city center of each island and will be made in vehicles shared with other customers;
• 2.2 – All tours and activities require a minimum of two participants to be confirmed. If the minimum is not met, the tour will be rescheduled or refunded;
• 2.3 – All tours and activities have an official guide in Portuguese or English only;
• 2.4 – All tours include hotel pick-up from the main city center. The meeting point is at your hotel reception at the starting time. Please allow 15 minutes for the driver/guide to arrive;
• 2.5 – An extra fee per person will be applied for hotels outside the main city center to be informed after booking;
• 2.6 – The customer must be at the hotel reception 10 minutes before the scheduled time and have a booking copy. NO-SHOWs are non-refundable;
• 2.7 – Drivers/guides will not wait more than 5 minutes at the meeting point;
• 2.8 – Tours only include what is specified in the product description;
• 2.9 – We reserve the right to refuse the service/activity to anyone who is not properly equipped for the activity booked;
• 2.10 – We reserve the right to refuse the service to anyone under the influence of alcohol/drugs or posing a risk to others;
• 2.11 – Customers must follow the guide’s instructions and times given at each stop under penalty of being invited to quit from the tour;
• 2.12 – We are not responsible for lost or forgotten items outside our vehicles;
• 2.13 – Smoking, eating or drinking is not allowed in our vehicles;
• 2.14 –Changes or reschedules are allowed and can be made only by email until 72 hours before the service by providing the booking number and under availability with no refund in case of unavailability; 

3 – Children Policy – Tours

• 3.1 – Children up to 2 years old have a fee of €15.00. From 3 to 10 years old have 50% discount and according to each product/activity description; 

4 – Weather Conditions

• 4.1 – OnTravel DMC is not responsible for lack of visibility due to weather;
• 4.2 – Activities may be changed, rescheduled or canceled due to weather conditions;
• 4.3 – Cancellations will only occur with orange or red rain warnings, or red warning for wind;
• 4.4 –In case of weather cancellations, the booking will be rescheduled or refunded;

5 – Car Rental

• 5.1 – All prices include unlimited kilometers, taxes and fees as described;
• 5.2 – Vehicle model is not guaranteed, only category or similar;
• 5.3 – 1 day rental is 24 hours from pickup time;
• 5.4 – All Car Rental bookings are subject to availability when booking;
• 5.5 – If our main supplier does not have availability due overbookings, we will do a search and give other options or a refund;
• 5.6 – Once paid, pickup instructions will be sent;
• 5.7 – Credit card deposit required at pickup, refundable at end of contract;
• 5.8 – Drivers are responsible for damages caused by traffic violations;
• 5.9 – Changes or reschedules are not allowed.

6 – Bookings & Availability

• 6.1 – Once you book online, you will get a copy by email;
• 6.2 – Bookings are confirmed by email after payment is received;
• 6.3 – Check your SPAM Box if confirmation is not received. Contact us if needed;
• 6.4 – All required fields must be completed during booking;
• 6.5 – All bookings are subject to availability and minimum participants (except transfers/private services);
• 6.6 – Unpaid bookings will be automatically canceled after 5 days;
• 6.7 – We reserve the right to cancel and refund in case of overbooking;

7 – Payments

• 7.1 – We accept payments via credit card, PayPal, bank transfer and others;
• 7.2 – Portuguese Multibanco/MBWAY will show “IFTHENPAY LDA” on bank statement;
• 7.3 – We ensure a SSL encryption for a secure data transfer;
• 7.4 – VAT number must be submitted at booking time;
• 7.5 – Invoicing changes are not possible after payment;
• 7.6 – We do not accept direct payment in cash/card to avoid passengers NO-SHOWs;
• 7.7 – All prices include VAT;

8 – Product Descriptions

• 8.1 – We aim to keep all product info accurate but may refuse bookings if errors occur;
• 8.2 – Prices and sale conditions may change without notice;
• 8.3 – You will be contacted if issues arise with your booking.

9 – Gift Voucher – OnTravel

• 9.1 – Valid for 12 months from issue date;
• 9.2 – Valid to be used on our website only and valid for Azores and Madeira destinations;
• 9.3 – Voucher is non-refundable.

10 – Cancellation Policy & Refunds

• 10.1 – 10% charge applicable after the booking was made;
• 10.2 – 50% charge fee if canceled 4–10 days before;
• 10.3 – Booking non-refundable if canceled 3 days or less before booking starts;
• 10.4 – All refunds will be made in the original payment method (except MBWAY/Multibanco – by bank transfer);
• 10.5 – Online Booking fee are non-refundable and are to cover payment processing expenses;
• 10.6 – Force majeure cancellations (e.g., pandemics, natural disasters) will be evaluated case by case.

11 – Information & Obligations

• 11.1 – OnTravel is a certified and licensed travel agency with number RNAVT 6421 and transportation operator T.P.R.P. Nº 34/2018;
• 11.2 – All customers are insured under Portuguese law and over any activity or transportation;
• 11.3 – Complaint book and online complaints platform available;
• 11.4 – Our team is certified and professional;
• 11.5 – We commit to excellent service and ethical standards;
• 11.6 – Contact us anytime by phone or email for assistance.

Last Update: 18 July 2025