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OnTravel, Lda. reserves the right to change these terms at any time. Changes apply to bookings made after the updated version is published, unless required by law or expressly agreed with the customer. By completing a booking on the OnTravel DMC website, the customer confirms that they have read and accepted these General Terms and Conditions.
1.1 – Services are provided according to the information entered at the time of booking. The customer must provide correct information about the flight, passengers, luggage, pick-up point and destination.
1.2 – For airport arrivals, the driver will wait for the passenger in the Arrivals Hall, holding a sign with the lead passenger’s name.
1.3 – When a valid flight number is provided, OnTravel DMC will monitor that flight. The included waiting time is 60 minutes from the actual landing time. Passengers delayed at passport control or baggage claim must contact OnTravel DMC before this period ends.
1.4 – For pick-ups from hotels or other non-airport locations, the included waiting time is 10 minutes from the confirmed pick-up time. After this period, the service will be treated as a no-show and no refund will be provided.
1.5 – For airport departure transfers, OnTravel DMC normally recommends scheduling the pick-up at least 2 hours and 30 minutes before the flight, taking into account the distance from the pick-up point, traffic and airline requirements. The customer is responsible for checking and accepting the confirmed pick-up time.
1.6 – If the flight is delayed, OnTravel DMC will monitor it using the flight number provided in the booking and adjust the service to the actual arrival time. In the event of a long delay, OnTravel DMC may reorganise the service according to operational availability at the new time, including changing the vehicle or driver. Immediate pick-up after landing cannot be guaranteed.
1.7 – If the flight is cancelled, the customer must notify OnTravel DMC by email at least 12 hours before the scheduled service time. In these circumstances, the customer may request one rescheduling, subject to written confirmation and any price difference applying to the new date or time. If the cancellation is notified less than 12 hours before the scheduled service time, 100% of the booking value will be charged and no refund will be provided.
1.8 – If a flight is diverted to another airport or island after resources have been assigned or mobilised for the service, the transfer will be treated as a no-show and charged in full due to the operational costs already incurred. Any alternative transfer requires a new booking and payment.
1.9 – A return to the original pick-up point to collect forgotten items, additional stops or route changes are not included and will be subject to an additional charge.
2.1 – Published prices apply to private services starting and ending within the urban area of Ponta Delgada – São Miguel Island, or Funchal – Madeira Island, as applicable. Pick-ups outside these areas require prior confirmation and may incur an additional charge.
2.2 – The service includes a Portuguese- or English-speaking driver-guide only when this is stated in the product description and booking confirmation.
2.3 – The customer must be ready at the confirmed meeting point 10 minutes before the scheduled time and carry the booking confirmation or voucher.
2.4 – Tours include only the services expressly listed in the product description. Meals, drinks, admission fees and personal expenses are excluded unless specifically stated as included.
2.5 – Itineraries may be adjusted due to weather conditions, road closures, safety reasons, opening hours or other operational restrictions. OnTravel DMC will seek to preserve the nature and value of the service.
2.6 – Smoking and the consumption of food or alcoholic drinks are not allowed inside the vehicles. Bottled water may be consumed with due care.
2.7 – OnTravel DMC may refuse or stop the service for any person whose behaviour, intoxication or possession of illegal substances creates a safety risk, seriously disrupts the service or may cause property damage.
3.1 – Baby seats, child seats and booster seats must be requested at the time of booking. The child’s age, approximate weight and height must be provided.
3.2 – If the appropriate child restraint system was not requested or cannot be provided safely, OnTravel DMC may refuse to transport the child where providing the service would be unsafe or unlawful.
3.3 – Passengers with reduced mobility or specific accessibility needs must declare this information at the time of booking and select a vehicle category suitable for the passenger and their mobility equipment. OnTravel DMC does not guarantee assistance, an adapted vehicle or the transport of equipment not declared in the booking. If the service cannot be provided safely using the booked vehicle, transport may be refused.
3.4 – Oversized luggage, wheelchairs, mobility equipment, golf equipment, bicycles, surfboards and other special or bulky items must be declared at the time of booking. The passenger is responsible for selecting a vehicle category with enough capacity for all passengers, luggage and special items. OnTravel DMC is not responsible for transporting undeclared luggage or items that cannot fit safely in the booked vehicle category.
3.5 – Passengers are responsible for checking and collecting their belongings at the end of the service. OnTravel DMC is not responsible for items forgotten or lost in the vehicles. If an item is found, collection or delivery to an address provided by the customer will be subject to availability and may incur an additional charge.
4.1 – OnTravel DMC is not responsible for reduced visibility or the inability to view a particular landscape when the service can still be provided safely.
4.2 – A service or itinerary may be changed, delayed, rescheduled or cancelled due to weather conditions, official warnings, road closures, instructions from civil protection authorities or other safety circumstances.
4.3 – If OnTravel DMC cancels the service and the customer does not accept a suitable alternative or rescheduling, the amount paid for the affected service will be refunded in accordance with applicable law, except for clearly disclosed non-recoverable third-party costs.
4.4 – If the service can be provided but the customer decides not to travel, the standard cancellation policy applies.
5.1 – Once payment has been completed, the booking is automatically confirmed and the customer receives a confirmation email. The customer must check the booking details and report any error as soon as possible.
5.2 – Unpaid booking requests are automatically cancelled after five days.
5.3 – If OnTravel DMC is unable to provide a confirmed booking, it will offer an equivalent alternative, rescheduling or a refund for the affected service.
6.1 – The available payment methods are shown on the booking form. Multibanco or MB WAY payments may appear on the payer’s bank statement as “IFTHENPAY LDA”.
6.2 – All public prices include VAT and any mandatory charges expressly identified for the selected service. Optional extras are charged only when selected or agreed in advance.
6.3 – The customer is responsible for providing complete and correct invoicing details at the time of booking and before payment. After the invoice has been issued, the name, tax identification number, address and any other invoicing details cannot be changed.
6.4 – Direct payment to the driver in cash or by card is not accepted.
7.1 – OnTravel DMC guarantees the vehicle category booked and paid for by the customer, in line with the features and service level presented on the website. Unless the make or model is expressly stated as guaranteed in the product description, vehicle images are for illustration purposes. Another vehicle in the same category, with equivalent features and service level, may be used.
7.2 – OnTravel DMC may use its own fleet and staff or selected, fully licensed transport partners. Where operationally necessary, the booked vehicle may be replaced, at no additional cost to the customer, with another vehicle in the same or a higher category, while maintaining suitable capacity and an equivalent or higher service level. A replacement with a higher category will be considered an upgrade.
7.3 – The same driver is not guaranteed for separate services or services provided on different days.
7.4 – The customer may be held responsible for proven damage or exceptional cleaning costs directly caused by the customer or members of their group.
8.1 – Changes must be requested by email, quoting the booking number, more than 72 hours before the service. All changes are subject to availability, any applicable price difference and written confirmation.
8.2 – If the requested change cannot be provided, the original booking remains valid. If the customer does not use it, the cancellation policy applies.
8.3 – Change requests received 72 hours or less before the service may be refused. If the customer does not use the original booking, the cancellation policy applies.
9.1 – For cancellations made more than 10 calendar days before the scheduled local start time of the service, 10% of the total booking value will be charged to cover booking processing and management costs.
9.2 – For cancellations made between 10 calendar days and more than 72 hours before the scheduled local start time of the service, 50% of the total booking value will be charged.
9.3 – For cancellations made 72 hours or less before the scheduled local start time of the service, 100% of the total booking value will be charged and no refund will be provided.
9.4 – In the event of a no-show after the applicable waiting period has ended, 100% of the booking value will be charged and no refund will be provided.
9.5 – Cancellation requests must be sent by email and include the booking number. The date and time when OnTravel DMC receives the request will be used to calculate the applicable cancellation charge.
9.6 – Refunds are made through the original payment method. Refunds for Multibanco or MB WAY payments will be made by bank transfer.
10.1 – OnTravel, Lda., Portuguese tax number 513 353 488, trading under the OnTravel DMC brand, is a licensed travel agency under RNAVT 6421 and a passenger transport operator under T.P.R.P. no. 34/2018. Its registered office is at Avenida Infante D. Henrique 71, Porta 130, 9504-529 Ponta Delgada, Azores, Portugal.
10.2 – OnTravel DMC is responsible for providing the confirmed service with proper care and professional skill. It is not responsible for failures, delays or inability to provide the service caused by incorrect or incomplete information supplied by the customer, passenger delays, unlawful behaviour or events outside its reasonable control, without prejudice to liability that cannot legally be excluded.
10.3 – Nothing in these terms excludes or limits any liability of OnTravel DMC that cannot be excluded or limited under applicable law.
10.4 – Complaints must include the booking number, service date, relevant facts and supporting documents and may be sent to the email address shown on the website.
10.5 – The Electronic Complaints Book is available at www.livroreclamacoes.pt . Consumer information and information about alternative dispute resolution are available from the www.consumidor.gov.pt.
10.6 – Personal data is processed in accordance with the OnTravel DMC Privacy Policy. Portuguese law applies, without affecting any mandatory consumer protections available in the customer’s country of residence.
Last Update: 16 September 2026
