1. GENERAL RENTAL CONDITIONS
1.1 Rent a Car Auto Ramalhense, Lda, NIF 512083274, with its headquarters at Rua Direita do Ramalho, 158‑A, S. José, Ponta Delgada, Island of São Miguel, municipality of Ponta Delgada, holding license no. 1/2004 (A/S/C‑LP), hereinafter called the “RENTAL COMPANY”, rents vehicles identified in the specific rental agreement (hereinafter called “CONTRACT”) to the client named in the general conditions (hereinafter “CLIENT”), under the following terms and conditions:
2. VEHICLE PICK‑UP AND RETURN
2.1 Security Deposit and Guarantees
2.1.1 For purposes of this contract, the RENTAL COMPANY will not require the CLIENT to pay any deposit or security, nor will it block amounts on a credit card. However, the CLIENT is bound to fulfill all contractual obligations, and the RENTAL COMPANY reserves the right to claim any amounts owed resulting from damage, penalties or breaches provided in this contract.
2.2 Driver Requirements (age, documents and contacts)
2.2.1 Minimum age: 18 years.
2.2.2 Documents: To rent the vehicle, the CLIENT must present the original documents at the time of pick‑up:
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Citizen Card or Passport;
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Driving license from EU/EEA countries (Spain, France, Germany, Italy, Netherlands, Iceland, Norway, Liechtenstein, etc.);
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Driving license from countries with bilateral agreements with Portugal (Brazil, Angola, Mozambique, Cape Verde, Switzerland, United Kingdom, Morocco, Andorra, São Tomé and Príncipe);
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Driving license from countries under an international convention (Vienna/Geneva Convention), e.g. USA, Canada, Japan, Australia.
Licenses using non‑Latin alphabets (Arabic, Chinese, Cyrillic, etc.) require a certified translation or an international driving permit.
2.2.3 For contact during and after the rental, the CLIENT must supply a valid phone number and email address before pick‑up.
2.3 Responsibility and Use
The CLIENT assumes full responsibility for the vehicle and will drive it exclusively on the island of pick‑up, declaring that they hold the required documents.
2.4 Return Conditions
The CLIENT must return the vehicle and all documents, keys, accessories and equipment in good condition, on the agreed date and at the agreed location.
2.5 Late Return
A return more than 30 minutes late will incur a charge of one extra day; more than 3 hours late may be reported to the police as a suspected theft, unless an authorized extension was agreed.
2.6 Tire Damage
Damage to tires through imprudent use must be remedied immediately by the CLIENT, replacing the tire with one of the same brand and type, at their own expense.
2.7 Excessive Dirtiness
Excessive dirtiness (smoke, stains, mud, pet hair, etc.) will incur a cleaning fee of €30.
2.8 Outside Operating Hours
Pick‑up or return must occur within the business hours of the office; outside these hours, a fee of €15 applies.
2.9 Improper Use
Improper use constitutes breach of the CONTRACT; the RENTAL COMPANY may terminate the contract and repossess the vehicle at the CLIENT’s expense, according to law.
2.10 Return Location
The vehicle must be returned to the RENTAL COMPANY’s office during business hours, unless otherwise agreed; failure to do so constitutes a contractual breach.
2.11 Extensions or Modifications
To extend or modify the rental period, the CLIENT must request and sign a new contract, subject to approval.
2.12 Late Return Penalty
Returning outside the agreed date will incur a penalty of three times the daily rate per day or fraction thereof; the RENTAL COMPANY may seek judicial remedies for recovery and compensation.
2.13 Responsibility for Loss or Damage
The CLIENT is responsible for loss or damage, including theft, unless the vehicle is returned to the RENTAL COMPANY’s staff (except for returns at Park 1 of Ponta Delgada Airport).
2.14 Belongings in the Vehicle
The RENTAL COMPANY is not responsible for items left in the vehicle. Found items are stored for 30 days.
2.15 Vehicle Availability
Reservations are for a specific model. If unavailable, a similar or superior model may be offered at no extra cost; if a lower class is provided, the fare difference will be refunded.
2.16 Right to Refuse
The RENTAL COMPANY may refuse delivery if the CLIENT fails to provide assurances—for example, under the influence of alcohol or with aggressive behavior.
2.17 False Information
If the CLIENT provides false information, the RENTAL COMPANY may terminate the contract and/or cooperate with authorities regarding potential criminal liability.
3. MILEAGE
3.1 Unlimited mileage is included, unless otherwise stated.
4. USE OF THE VEHICLE
4.1 The CLIENT must use the vehicle prudently, comply with traffic laws, lock it properly, use the correct fuel, respect safety features, report malfunctions, and not smoke inside (cleaning and damages will be charged).
4.2 It is forbidden to drive under influence, by minors, by unauthorized drivers, to tow, to drive off‑road, in races, or on restricted paths.
4.3 Pets are allowed only in transport crates; failure to comply will incur charges for cleaning and damage.
4.4 Additional Drivers: Allowed free of charge with valid documentation. The primary lessee is responsible for violations and damage caused by additional drivers.
4.5 Prohibited Acts: Sub‑leasing, transferring, selling, modifying, advertising, or encumbering the vehicle.
4.6 The CLIENT is responsible for all fines and violations during the rental.
5. MAINTENANCE, ASSISTANCE & FUEL POLICY
5.1 24h Assistance: +351 919 015 778
Free if the breakdown is mechanical and not attributable to the CLIENT (includes towing and possible replacement vehicle).
Charged to the CLIENT if caused by error or misuse (e.g. dead battery, lost keys, puncture by negligence, fuel exhaustion).
5.2 Repairs
Repairs without authorization from the RENTAL COMPANY are forbidden. Unauthorized repairs will not be reimbursed. The CLIENT is responsible for damage caused by unauthorized alterations.
5.3 Vehicle Replacement
In case of a long‑duration breakdown, the RENTAL COMPANY will attempt to replace the car; if impossible, a pro rata refund will be issued for unused days. In accidents caused by the CLIENT, the contract ends, there is no obligation to replace the vehicle, and a new rental will incur additional cost to the CLIENT.
5.4 Towing
If towing is required due to misuse (e.g. wrong fuel, negligent accident), the CLIENT bears all costs.
5.5 Fuel Policy
The vehicle must be returned with the same fuel level as at delivery. If returned with less fuel, the CLIENT will be charged €8 for each ⅛ of the fuel tank capacity for passenger cars up to 5 seats, and €12 for each ⅛ for passenger cars of 7 to 9 seats.
If returned with more fuel, the CLIENT is entitled to a refund using the same rates per ⅛. The calculation is based on the delivery and return report. This policy applies exclusively when there is a verifiable difference in fuel level.
5.6 Fuel Error
If the CLIENT uses incorrect fuel, they must cover the full fuel replacement, tank cleaning, engine tuning and any other damages.
6. PRICES, BOOKINGS AND PAYMENT
6.1 The rental price is calculated in 24-hour blocks, paid in advance or upon signing the contract. It includes VAT and extras.
6.2 Payment methods:
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In-person: Cash, debit, Visa/Mastercard, MBWay, Apple Pay, Google Pay
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Online: Visa/Mastercard, MBWay, Apple Pay, Google Pay, PayPal, Multibanco reference
6.3 Online bookings are valid only after payment confirmation; other reservations require proof of payment and must be paid at vehicle pick-up.
6.4 In case of rental extensions, the CLIENT must carry a copy of the new contract; driving without a valid contract will incur a fine of €250.
6.5 In case of late return, the CLIENT will be liable for rental charges, damages, theft, cleaning, fines, administrative fees, court costs and repairs.
6.6 Special fees:
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€15 for returns at Ponta Delgada Airport Park 1 between 05:00–06:00
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€15 for pick-ups after 21:00
7. INSURANCE
7.1 Basic insurance includes:
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Civil liability (up to €50 million)
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Personal accident insurance
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Glass breakage
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Theft
The CLIENT is responsible for their own damages.
7.2 Optional insurances:
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CDW (Collision Damage Waiver): With deductible between €56–€120; does not cover tires and rims
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SCDW (Super CDW): Zero deductible; includes tires and rims
7.3 Exclusions (all insurances):
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Use of alcohol or drugs
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Failing to stop/report an accident
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Illegal use
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Overloading
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Off-road driving
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Racing
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Incorrect fuel
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Lost keys
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Damage to the underside or roof of the vehicle
7.4 In the event of an accident, the CLIENT is liable up to the deductible amount, unless a third party is at fault.
7.5 Unauthorized drivers void the insurance coverage.
7.6 The CLIENT is liable for damages caused by negligence, even without collision.
**7.7 Motorcycle insurance includes:
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Civil liability up to €50 million
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Passenger coverage
8. ACCIDENTS
8.1 In case of an accident, the CLIENT must:
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Immediately contact the RENTAL COMPANY and the authorities
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Not leave the scene
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Collect all relevant information
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Not admit guilt
The CLIENT will be liable for all damages resulting from: -
Negligence
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Speeding
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Intoxication
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Off-road use
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Unauthorized use
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Use beyond rental period
9. CANCELLATION, REFUNDS, CHANGES, AND RETURNS
9.1 Cancellations accepted up to 24 hours in advance, via email.
9.2 Refunds will be issued via the original payment method, minus banking fees.
9.3 Changes (dates, pick-up location, car group) are subject to availability and rate adjustment. The CLIENT must request at least 24 hours in advance, via any method.
9.4 No refund will be given after the contract begins, except in proven force majeure cases.
9.5 If a breakdown occurs through no fault of the CLIENT, a replacement vehicle will be provided if available, or a refund will be issued for unused days.
10. PERSONAL DATA
10.1 Data processing is governed by Portuguese law. Data may be shared with ARAC in case of legal infractions. The CLIENT has the right to access, rectify, or delete their data via email or registered mail.
11. FORCE MAJEURE AND FORTUITOUS EVENT
11.1 Must be reported within 3 working days.
11.2 If the event lasts longer than 20 working days, either party may terminate the contract without compensation, provided obligations up to that date are met.
11.3 “Fortuitous event” refers to foreseeable, non-extraordinary situations that could have been avoided with normal diligence.
12. NO‑SHOW POLICY
12.1 A no-show occurs if the CLIENT fails to collect the vehicle within 2 hours of the scheduled time without prior notice. If the CLIENT contacts the company, the reservation may be held.
12.2 Consequences:
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Automatic cancellation with no refund, unless otherwise agreed
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Rescheduling possible with prior notice and vehicle availability
13. SEIZURE OR TOTAL LOSS OF THE VEHICLE
13.1 Seizure/confiscation by authorities due to CLIENT action (illegal use, serious infraction):
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Contract is terminated
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All associated costs (fines, legal fees, recovery, transport) are charged to the CLIENT
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Rental fees continue until the vehicle is released
13.2 Total loss (serious accident/fire):
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Contract is terminated
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CLIENT is liable for costs not covered by insurance
14. FEES, FINES, PENALTIES
|
Description |
Amount |
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Extraordinary cleaning |
€30 |
|
Pick-up or return outside business hours |
€15 |
|
Lost keys |
€250 |
|
Driving with expired rental contract |
€250 |
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Return at PDL Airport Park 1 |
€15 |
|
Lost vehicle documents |
€70 |
15. FINAL PROVISIONS
15.1 Legal communications are valid if sent to the addresses in the contract.
15.2 Jurisdiction: Courts of Ponta Delgada. Portuguese law applies. The Portuguese version of the contract prevails.
15.3 Signing the contract implies acceptance of all terms and responsibilities.
15.4 The CLIENT may seek arbitration via the Consumer Portal or ACRA; the RENTAL COMPANY is not bound to mandatory arbitration.
More info: www.consumidor.gov.pt or ACRA – Azores Consumer Association.
This document corresponds to version 2.4, updated on 16/10/2025.
The company reserves the right to change, modify, or update these Terms and Conditions at any time without prior notice. Clients are advised to regularly review the latest version to stay informed of any changes.