GENERAL RENTAL TERMS AND CONDITIONS
Rent a Car Auto Ramalhense, Lda
DEFINITIONS
For the purposes of this agreement, the following definitions apply:
• “Rental day”: a 24-hour period counted from the time the vehicle is picked up.
• “Excess”: the maximum amount for which the CUSTOMER is liable in the event of damage or an
accident, depending on the insurance option contracted.
• “Third party”: any individual or legal entity not identified in the agreement as the CUSTOMER or an
additional driver.
• “Improper use”: any use of the vehicle in breach of the conditions set out in clauses 4.2, 4.3 or 4.5.
• “Accident”: any collision, damage, theft or incident affecting the vehicle during the rental period.
1. GENERAL RENTAL CONDITIONS
1.1 Rent a Car Auto Ramalhense, Lda, Tax ID 512083274, registered office at Rua Direita do Ramalho, 158-A,
S. José, Ponta Delgada, São Miguel Island, municipality of Ponta Delgada, operating licence no. 1/2004
(A/S/C-LP), hereinafter referred to as the “RENTAL COMPANY”, leases the vehicles identified in the specific
rental agreement (hereinafter the “AGREEMENT”) to the customer identified in the general conditions
(hereinafter the “CUSTOMER”), under the following terms and conditions.
2. VEHICLE PICK-UP AND RETURN
2.1 Security Deposit
2.1.1 The RENTAL COMPANY may require the CUSTOMER to pay a security deposit, the amount of which will
be communicated at the time of booking or check-in.
2.1.2 If the vehicle is returned without incident, the deposit will be refunded to the CUSTOMER within a
maximum of 7 business days, using the same payment method used to place it, unless otherwise agreed.
2.1.3 The RENTAL COMPANY reserves the right to withhold all or part of the deposit in the following cases:
• Damage to the vehicle not covered by the contracted insurance;
• Fines or penalties attributable to the CUSTOMER that remain unpaid;
• Late returns under clause 2.5;
• Breach of any contractual obligation with a quantifiable financial impact.
2.2 Driver Requirements
2.2.1 Minimum age: 18 years.
2.2.2 Documents required at pick-up (originals mandatory):
• Citizen Card or Passport;
• Driving licence from EU/EEA countries (Spain, France, Germany, Italy, Netherlands, Iceland, Norway,
Liechtenstein, etc.);
• Driving licence from countries with bilateral agreements with Portugal (Brazil, Angola, Mozambique, Cape
Verde, Switzerland, United Kingdom, Morocco, Andorra, São Tomé and Príncipe);
• Driving licence from countries covered by the International Convention (Vienna/Geneva Convention), e.g.
USA, Canada, Japan, Australia;• Licences using a non-Latin alphabet (Arabic, Chinese, Cyrillic, etc.) require a certified translation or an
International Driving Permit.
2.2.3 The CUSTOMER must provide, before pick-up, a valid mobile phone number and email address for
contact during and after the rental.
2.3 Use restricted to the island of pick-up
The CUSTOMER assumes full responsibility for the vehicle and undertakes to drive it exclusively on the island
of pick-up, declaring that they hold the required documents.
2.4 Vehicle Return
The CUSTOMER must return the vehicle, documents, keys, accessories and equipment in good condition, on
the agreed date and at the agreed location.
2.5 Late Returns
2.5.1 A return more than 30 minutes late will result in an additional day being charged.
2.5.2 In the event of a delay of more than 3 hours without prior notice, the RENTAL COMPANY will attempt to
contact the CUSTOMER by phone, SMS and email.
2.5.3 If contact cannot be established within 2 hours of the first attempts, the RENTAL COMPANY reserves the
right to report the situation to the competent police authorities.
2.6 Tyre Damage
Tyre damage resulting from careless use must be immediately replaced by the CUSTOMER with a tyre of the
same make and type, at the CUSTOMER's expense.
2.7 Extraordinary Cleaning
Excessive dirtiness (including tobacco stains, cigarette ash, upholstery stains, mud, animal hair or similar) will
result in a cleaning fee of EUR 30.
2.8 Business Hours
Pick-up and return must take place within the branch's business hours. Any pick-up or return outside these
hours will incur a fee of EUR 15.
Business hours are available on the website www.autoramalhense.pt and will be confirmed at the time of
booking.
2.9 Improper Use and Return
Improper use of the vehicle constitutes a breach of the AGREEMENT, and the RENTAL COMPANY may
terminate it and recover the vehicle at the CUSTOMER's expense, in accordance with applicable law. Unless
otherwise agreed, the vehicle must be returned to the RENTAL COMPANY's branch during business hours.
2.10 Changes to the Rental Period
To extend or change the rental period, the CUSTOMER must request authorisation from the RENTAL
COMPANY and sign a new agreement, subject to approval and payment of the applicable additional amount.
2.11 Penalty for Unauthorised Late Return
Returning the vehicle after the agreed date without an authorised extension will result in a penalty of one and a
half times (1.5x) the daily rate per day of delay. This penalty applies from the first day of delay and is cumulative
with normal rental charges. The RENTAL COMPANY may take legal action to recover the vehicle and seek
compensation for any damages suffered.
2.12 Lost PropertyThe RENTAL COMPANY is not responsible for items left inside the vehicle. Items found will be kept for a
maximum period of 30 days.
2.13 Vehicle Availability
Bookings are made for a specific model. If the booked model is not available, a similar or higher category model
may be provided at no extra cost; if a lower category model is offered, the CUSTOMER will be refunded the fare
difference.
2.14 Right of Refusal
The RENTAL COMPANY may refuse to hand over the vehicle if the CUSTOMER does not offer sufficient
guarantees, namely in the event of being under the influence of alcohol or drugs, aggressive behaviour, or
refusal to pay the amount due when signing the AGREEMENT.
2.15 False Information
If the CUSTOMER provides false or misleading information, the RENTAL COMPANY may terminate the
AGREEMENT and/or cooperate with the competent authorities regarding any civil and/or criminal liability that
may arise.
3. MILEAGE
3.1 Unless expressly stated otherwise in the specific conditions of the AGREEMENT, the rental includes
unlimited mileage.
4. USE OF THE VEHICLE
4.1 The CUSTOMER must use the vehicle with care, comply with the Highway Code and other applicable
legislation, keep the vehicle locked when not in use, refuel with the appropriate fuel, comply with safety devices
and warnings, immediately report any breakdown, and NOT SMOKE inside the vehicle (cleaning costs and
damages will be charged to the CUSTOMER).
4.2 It is prohibited to drive the vehicle:
• Under the influence of alcohol, drugs or psychotropic substances;
• By minors or unauthorised drivers;
• To tow other vehicles;
• Off-road;
• In races, competitions or events;
• On roads or areas with restricted or prohibited access.
4.3 Transporting animals is only permitted in suitable carriers; the CUSTOMER bears the costs of cleaning and
repairing any resulting damage.
4.4 Additional drivers are permitted at no extra cost, provided they are duly identified in the AGREEMENT and
hold valid documentation. The lessee is responsible for all infringements and damage caused by additional
drivers.
4.5 The following are expressly prohibited: subletting, transferring, selling, modifying, advertising on, or
encumbering the vehicle in any way.
4.6 The CUSTOMER is responsible for all fines and penalties resulting from infringements of the Highway Code
or other legal provisions during the rental period.
5. MAINTENANCE, ASSISTANCE, REPAIRS AND FUEL POLICY
5.1 24-hour assistance: +351 919 015 778. Assistance is free of charge for mechanical breakdowns not
attributable to the CUSTOMER, and may include towing and vehicle replacement. In situations attributable tothe CUSTOMER (e.g. flat battery, lost or stolen keys, puncture due to negligence, running out of fuel, incorrect
fuel, or improper use), all assistance costs are the responsibility of the CUSTOMER.
5.2 Any repair may only be carried out with the RENTAL COMPANY's prior express authorisation. Unauthorised
repairs will not be reimbursed, and the CUSTOMER is responsible for all damage resulting from unauthorised
interventions or modifications.
5.3 In the event of a prolonged breakdown not attributable to the CUSTOMER, the RENTAL COMPANY will
provide a replacement vehicle; if this is not possible, a proportional refund will be issued for unused days. In the
event of an accident attributable to the CUSTOMER, the AGREEMENT ends immediately with no obligation to
provide a replacement vehicle; a new rental may be arranged with all costs borne entirely by the CUSTOMER.
5.4 Towing caused by improper use, negligence, incorrect fuel, an accident attributable to the CUSTOMER, or
breach of the AGREEMENT's conditions is entirely borne by the CUSTOMER.
5.5 Fuel: The vehicle must be returned with the same fuel level it had at pick-up, as recorded on the delivery
report. If returned with a lower level, the CUSTOMER will be charged for the missing litres at the fuel price on
that date.
5.6 Incorrect fuel: If the CUSTOMER uses the wrong type of fuel, they bear all costs of draining, cleaning the
tank, tuning and any necessary engine repair, as well as any resulting consequential damage.
6. PRICES, BOOKINGS AND PAYMENT
6.1 The minimum rental price corresponds to 24-hour periods, paid in advance or at the time of signing. Prices
include VAT at the legally applicable rate and any extras expressly indicated.
6.2 In-person payment methods: cash, debit card, Visa/Mastercard, MB Way, Apple Pay and Google Pay.
Online: Visa/Mastercard, MB Way, Apple Pay, Google Pay, PayPal and Multibanco reference.
6.3 Online bookings are only valid after payment has been confirmed. Other bookings are valid upon
presentation of proof of payment or full payment at pick-up.
6.4 Failure to return the vehicle within the agreed period makes the CUSTOMER liable for additional rental
costs, damage, theft, cleaning, fines, administrative charges, legal costs and repairs, without prejudice to other
applicable legal measures.
6.5 Special fees: a fee of EUR 15 applies for returns at Car Park 1 of Ponta Delgada Airport between 05:00 and
06:00, and for pick-ups after 21:00 at the branch near the airport.
7. INSURANCE
7.1 The daily rental rate includes mandatory third-party liability insurance up to EUR 50 million, and personal
accident insurance covering bodily injury and material damage caused to third parties in a traffic accident, under
the terms of the policy.
7.2 Optional insurance:
• CDW (Collision Damage Waiver): with an excess of between EUR 120 and EUR 300, excluding only
tyres, rims and the underside of the vehicle. The specific excess amount is communicated at the time of
booking or check-in.
• SCDW (Super CDW): with zero excess, covering damage under the contractual terms.
7.3 Exclusions common to all insurance options:
• Driving under the influence of alcohol, drugs or psychotropic substances;
• Failure to report an accident;
• Illegal use of the vehicle;
• Overloading;
• Off-road driving;
• Participation in races or sporting events;• Serious infringements of the Portuguese Highway Code;
• Incorrect fuel;
• Loss or theft of keys;
• Damage to, loss, misplacement or theft of personal belongings left or carried in the vehicle.
7.4 In the event of an accident, the CUSTOMER is liable for damage up to the applicable excess amount,
except where sole fault of a third party is proven.
7.5 Driving by drivers who are not authorised or not identified in the AGREEMENT will void the optional
coverages, without prejudice to mandatory third-party liability cover.
7.6 The CUSTOMER is liable for damage resulting from negligent use of the vehicle, even without a collision
with third parties.
7.7 For motorcycles, the insurance includes third-party liability up to EUR 50 million and passenger cover under
the terms of the policy. The RENTAL COMPANY provides two approved helmets per rented motorcycle; their
use is mandatory for both driver and passenger throughout the journey. Failure to wear a helmet will result in the
exclusion of optional coverages, and the CUSTOMER will be fully liable for any resulting damage. Carrying
passengers is only permitted on motorcycles approved for that purpose. It is strictly forbidden to travel on dirt
tracks, unpaved areas or areas with restricted access. Excess amounts for motorcycles may differ from those for
cars and will be communicated at the time of booking or check-in.
8. ACCIDENTS
8.1 In the event of an accident, the CUSTOMER must immediately contact the RENTAL COMPANY and the
competent authorities, not leave the scene, gather the necessary information (third-party details, witnesses,
photographs) and refrain from admitting fault.
8.2 Procedure in the event a third party refuses to identify themselves: the CUSTOMER must immediately
contact the RENTAL COMPANY via the 24-hour assistance number (+351 919 015 778), request the presence
of the police authorities, and photograph the third party's vehicle, including the licence plate. Failure to take
these steps may be considered negligence on the part of the CUSTOMER for the purposes of applying the
insurance exclusions.
8.3 The CUSTOMER bears all damage resulting from negligence, infringements of the Highway Code,
speeding, driving under the influence of alcohol or drugs, off-road driving, unauthorised use of the vehicle, or
use after the end of the rental period.
9. CANCELLATIONS, REFUNDS, CHANGES AND RETURNS
9.1 Cancellations are accepted up to 24 hours before the scheduled pick-up time, communicated by email.
9.2 Refunds, where applicable, will be processed after deducting the banking and payment processing charges
actually incurred by the RENTAL COMPANY, the amount of which will be communicated to the CUSTOMER at
the time of the refund, preferably using the same payment method used for the booking or AGREEMENT.
9.3 Any changes to bookings or to the AGREEMENT are subject to vehicle availability and possible rate
adjustment; the CUSTOMER must request such changes at least 24 hours in advance, using any valid means of
contact.
9.4 In the event of a breakdown not attributable to the CUSTOMER, a replacement vehicle will be provided if
available; otherwise, a proportional refund will be issued for unused days.
10. PERSONAL DATA
10.1 Personal data is processed in accordance with Portuguese law and Regulation (EU) 2016/679 (GDPR).
Data may be shared with ARAC or other competent authorities in the event of an infringement. The CUSTOMER
has rights of access, rectification and erasure, exercisable by email or registered letter to the contact details
indicated in the AGREEMENT.10.2 Auto Ramalhense vehicles may be equipped with tracking and location devices, used exclusively for
safety, asset protection and fleet management purposes. The CUSTOMER acknowledges that these devices
allow the vehicle to be located during the rental period and are not intended to monitor the CUSTOMER
personally.
The processing of location data is based on Auto Ramalhense's legitimate interest under Article 6(1)(f) of the
GDPR, namely for: (a) prevention and detection of theft or improper use of the vehicle; (b) recovery of the
vehicle in the event of loss; (c) protection of the company's assets. Location data is treated confidentially and is
not shared with third parties, except where legally required or requested by the competent authorities. Data is
retained only for the period strictly necessary. By signing this AGREEMENT, the CUSTOMER acknowledges
and accepts the use of tracking devices during the rental period.
11. FORCE MAJEURE AND FORTUITOUS EVENT
11.1 The party invoking force majeure or a fortuitous event must notify the other party within a maximum of 3
business days, whenever reasonably possible.
11.2 If the situation persists for more than 20 business days, either party may terminate the AGREEMENT with
no right to compensation, without prejudice to obligations that have already fallen due.
11.3 For the purposes of this AGREEMENT, a “fortuitous event” means a foreseeable but not extraordinary
event that could be avoided through normal diligence; and “force majeure” means an unforeseeable, external
and irresistible event under general principles of law.
12. NO-SHOW POLICY
12.1 A no-show occurs when the CUSTOMER does not pick up the vehicle within 12 hours of the scheduled
time without prior notice. With timely notice, the booking may be kept subject to availability and possible rate
adjustment.
12.2 In the event of a no-show, the booking may be automatically cancelled without refund, unless otherwise
agreed. The CUSTOMER is informed of this condition at the time of booking, in a clear and prominent manner.
Rescheduling is possible with prior notice and subject to availability.
13. SEIZURE OR TOTAL LOSS OF THE VEHICLE
13.1 In the event the vehicle is seized by the authorities due to acts attributable to the CUSTOMER (illegal use,
serious infringements or crime), the AGREEMENT is automatically terminated and all costs (fines, legal fees,
storage, recovery and transport) are charged to the CUSTOMER. Rental charges remain due until the vehicle is
actually released or definitively lost.
13.2 In the event of total loss (serious accident, fire or similar), the AGREEMENT is terminated as of the date of
the incident, and the CUSTOMER is liable for all costs not covered by insurance.
14. FEES, FINES AND PENALTIES
The following fees apply in the situations described:
• Extraordinary cleaning: EUR 30
• Pick-up or return outside business hours: EUR 15
• Failure to return keys: EUR 250
• Vehicle return at Car Park 1, Ponta Delgada Airport: EUR 15
• Failure to return vehicle documents: EUR 70
• Penalty for unauthorised late return: 1.5x the daily rate per day of delay (see clause 2.12)
15. FINAL PROVISIONS15.1 Legal communications between the parties are valid when sent to the physical or electronic addresses
indicated in the AGREEMENT, unless subsequently updated in writing.
15.2 The courts of the district of Ponta Delgada have jurisdiction over all matters arising from the interpretation,
performance or validity of this AGREEMENT, and Portuguese law applies exclusively. In the event of any
discrepancy between language versions, the Portuguese version shall prevail.
15.3 The RENTAL COMPANY reserves the right to amend these General Conditions, with any changes
published on the official website at least 30 days in advance. Agreements entered into before the effective date
remain subject to the version in force at the time of signing. CUSTOMERS are advised to regularly check the
most recent version on the website.
15.4 Signing the AGREEMENT, in physical or digital format, implies full acceptance of these general conditions
and of the specific conditions applicable to the rental.
15.5 The CUSTOMER may use alternative consumer dispute resolution mechanisms, namely through the
Consumer Portal or ACRA - Associação de Consumidores da Região dos Açores. The RENTAL COMPANY is
not bound by mandatory arbitration. More information at https://www.consumidor.gov.pt/ or through ACRA.
This document corresponds to version 3.2, published on 5 September 2026.
Always refer to the official version in force at www.autoramalhense.pt