AUTO RAMALHENSE
+ 351 919 015 778

1. GENERAL TERMS AND CONDITIONS OF RENTAL

1.1 Rent a Car Auto Ramalhense, Lda, VAT No. 512083274, with registered office at Rua Direita do Ramalho, 158-A, S. José, Ponta Delgada, Island of São Miguel, Municipality of Ponta Delgada, holder of licence no. 1/2004 (A/S/C-LP), hereinafter referred to as the “RENTAL COMPANY”, rents the vehicles identified in the specific rental agreement (hereinafter referred to as the “CONTRACT”) to the customer identified therein (hereinafter referred to as the “CUSTOMER”), under the following terms and conditions:

2. VEHICLE PICK-UP AND RETURN

2.1 Security Deposit and Guarantee

2.1.1 For the purposes of this CONTRACT, 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. The CUSTOMER is obliged to fully comply with all contractual obligations, and the RENTAL COMPANY reserves the right to claim any amounts due arising from damages, penalties or breaches provided for 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 CUSTOMER must present the original documents at the time of pick-up:

  • Citizen Card or Passport;

  • Driving licence issued by 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 that are signatories to international conventions (Vienna/Geneva Convention), e.g. USA, Canada, Japan, Australia;

  • Licences written in 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 CUSTOMER must provide a valid phone number and email address prior to pick-up.

2.3 The CUSTOMER assumes full responsibility for the vehicle and for driving exclusively on the island of pick-up, declaring that they hold the required documents.

2.4 The CUSTOMER must return the vehicle, all documents, keys in good condition, accessories and equipment in good condition, on the agreed date and location.

2.5 Returns more than 30 minutes late will result in the charge of an additional day; delays exceeding 3 hours may be reported to the police as suspected theft, unless prior communication is made by the CUSTOMER and an authorized extension of the CONTRACT is granted.

2.6 Tyre damage resulting from negligent use must be immediately replaced by the CUSTOMER with a tyre of the same brand and type, at their own expense.

2.7 Excessive dirt (including smoke, upholstery stains, mud, animal hair, among others) implies a cleaning fee of €30.

2.8 Vehicle pick-up and return must occur within office opening hours. Any pick-up or return outside these hours implies a fee of €15.

2.9 Improper use of the vehicle constitutes a breach of the CONTRACT and may lead the RENTAL COMPANY to terminate it and recover the vehicle at the CUSTOMER’S expense, under applicable law.

2.10 Unless otherwise agreed, the vehicle must be returned to the RENTAL COMPANY’S office during its opening hours. Failure to do so constitutes contractual breach.

2.11 To extend or modify the rental period, the CUSTOMER must request authorization from the RENTAL COMPANY and sign a new contract, subject to approval and payment of the applicable additional amount.

2.12 Returning the vehicle after the agreed date without prior authorization implies a penalty of three times the daily rate per day, and the RENTAL COMPANY may seek judicial recovery of the vehicle and compensation for damages.

2.13 The CUSTOMER is responsible for any loss or damage, including theft, unless the vehicle is delivered directly to an identified member of the RENTAL COMPANY team with a return record, except for returns made at Parque 1 of Ponta Delgada Airport under specifically communicated terms.

2.14 The RENTAL COMPANY is not responsible for items left inside the vehicle. Found objects will be kept for a maximum period of 30 days.

2.15 Vehicle availability: Reservations are made for a specific model. In case of unavailability, a similar or superior model may be provided at no additional cost; if a lower category model is provided, the CUSTOMER will be refunded the price difference.

2.16 Right of refusal: The RENTAL COMPANY may refuse delivery of the vehicle if the CUSTOMER does not provide sufficient guarantees, namely if under the influence of alcohol or drugs, displaying aggressive behaviour, or refusing payment at the time of signing the CONTRACT.

2.17 False information: If the CUSTOMER provides false or misleading information, the RENTAL COMPANY may terminate the CONTRACT and/or cooperate with competent authorities for potential civil and/or criminal liability.

3. MILEAGE

3.1 Unless expressly stated otherwise in the specific conditions of the CONTRACT, the rental includes unlimited mileage.

4. USE OF THE VEHICLE

4.1 The CUSTOMER must use the vehicle prudently, comply with the Portuguese Highway Code and other applicable legislation, keep the vehicle properly locked when not in use, refuel with the appropriate fuel, respect safety devices and warnings, immediately report any malfunction, and refrain from smoking inside the vehicle (cleaning and any damage 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 drivers not authorized in the CONTRACT; for towing other vehicles; off-road; in races, competitions or tests; on restricted or prohibited roads or areas.

4.3 Transport of animals is only permitted in appropriate carriers. The CUSTOMER shall bear cleaning and repair costs for any resulting damage.

4.4 Additional drivers are allowed at no extra cost, provided they are identified in the CONTRACT and present valid documentation. The renter is responsible for all infringements and damages caused by additional drivers.

4.5 The following acts are expressly prohibited: subletting, assigning, transferring, selling, modifying, placing advertising on, or encumbering the vehicle in any way.

4.6 The CUSTOMER is responsible for payment of all fines, penalties and sanctions resulting from traffic violations or other legal infringements during the rental period.

5. MAINTENANCE, ASSISTANCE AND REPAIR OF THE VEHICLE AND FUEL POLICY

5.1 24-Hour Assistance: +351 919 015 778. Assistance is free of charge whenever the breakdown is mechanical in nature and not attributable to the CUSTOMER, and may include towing and, if necessary, vehicle replacement. In situations attributable to the CUSTOMER (for example: flat battery due to negligence, loss or theft of keys, puncture caused by negligence, lack of fuel, or misuse), all assistance costs shall be borne by the CUSTOMER.

5.2 Any repair may only be carried out with prior and express authorization from the RENTAL COMPANY. Unauthorized repairs will not be reimbursed, and the CUSTOMER shall be liable for all damages resulting from unauthorized interventions or modifications.

5.3 In the event of a prolonged breakdown not attributable to the CUSTOMER, the RENTAL COMPANY will make reasonable efforts to provide a replacement vehicle. If this is not possible, the CUSTOMER shall be refunded proportionally for the unused rental days. In the event of an accident attributable to the CUSTOMER, the CONTRACT shall terminate with immediate effect, without obligation to provide a replacement vehicle. A new rental may be arranged, subject to full additional payment by the CUSTOMER.

5.4 Towing resulting from improper use, negligence, refuelling error, accident attributable to the CUSTOMER, or breach of CONTRACT conditions shall be fully borne by the CUSTOMER.

5.5 Fuel Policy: The vehicle must be returned with the same fuel level as recorded at delivery. If returned with a lower level, the CUSTOMER will be charged €8 per each 1/8 of tank capacity for passenger vehicles up to 5 seats, and €12 per each 1/8 for passenger vehicles between 7 and 9 seats. If returned with excess fuel, the CUSTOMER is entitled to reimbursement calculated according to the same values per 1/8 difference. This policy applies exclusively where a proven difference exists between pick-up and return fuel levels.

5.6 Refuelling Error: If the CUSTOMER uses incorrect fuel, they shall bear all costs of draining and replacing fuel, tank cleaning, engine adjustment and any related repairs.

6. PRICES, BOOKINGS AND PAYMENT

6.1 The minimum rental period corresponds to 24 hours. Payment must be made in advance or at the time of signing the CONTRACT. Prices include VAT at the legal rate in force and expressly indicated extras.

6.2 On-site payment methods: cash, debit card, Visa/Mastercard, MB Way, Apple Pay and Google Pay.
 Online payment methods: Visa/Mastercard, MB Way, Apple Pay, Google Pay, PayPal and Multibanco reference.

6.3 Online reservations are only valid after payment confirmation. Other reservations are valid upon proof of payment or full payment at vehicle pick-up.

6.4 In case of late return, the CUSTOMER is responsible for additional rental costs, damages, theft, cleaning, fines, administrative fees, legal costs and repairs, without prejudice to other legal measures.

6.5 Special fees: A €15 fee applies to returns at Parque 1 of Ponta Delgada Airport between 05:00 and 06:00, and to pick-ups after 21:00 at the airport office.

7. INSURANCE

7.1 The daily rental rate includes mandatory third-party liability insurance with coverage up to €50,000,000, and personal accident insurance, covering compensation for bodily injury and property damage caused to third parties, in accordance with the policy terms.

7.2 Optional Insurance:

  • CDW (Collision Damage Waiver) with excess between €120 and €300, excluding tyres, rims, underbody and roof.

  • SCDW (Super CDW) with zero excess, covering most damages as contractually agreed.

7.3 Common exclusions: driving under the influence of alcohol or drugs, failure to report an accident, illegal use of the vehicle, overloading, off-road driving, participation in races, serious traffic offences under Portuguese law, incorrect fuel use, and loss or theft of keys.

7.4 In case of accident, the CUSTOMER is liable for damages up to the applicable excess, unless exclusive fault of a third party is proven.

7.5 Driving by unauthorized or unidentified drivers cancels optional coverage, without prejudice to mandatory third-party liability.

7.6 The CUSTOMER is liable for negligent use damages, even without third-party collision.

7.7 For motorcycles, insurance includes third-party liability up to €50,000,000 and passenger coverage under the policy terms.

8. ACCIDENTS

8.1 In case of accident, the CUSTOMER must immediately contact the RENTAL COMPANY and competent authorities, must not leave the scene, must gather necessary information (third-party data, witnesses, photos, etc.), and must refrain from admitting liability at the scene. The CUSTOMER shall bear all damages resulting from negligence, traffic violations, speeding, driving under the influence, off-road driving, unauthorized use or use beyond the rental period.

9. CANCELLATION, REFUND, AMENDMENT AND EARLY RETURN

9.1 Cancellations are accepted up to 24 hours before scheduled pick-up time, by email or other agreed written means.

9.2 Refunds, where applicable, will be processed deducting any bank charges, preferably via the original payment method.

9.3 Amendments (dates, locations, vehicle group, etc.) are subject to availability and possible rate adjustment, and must be requested at least 24 hours in advance.

9.4 No refund is due for early return after the CONTRACT has started, except in duly proven force majeure situations accepted by the RENTAL COMPANY.

9.5 In case of breakdown not attributable to the CUSTOMER, a replacement vehicle will be provided if available; otherwise, proportional refund applies.

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 competent authorities in case of infringement. The CUSTOMER has rights of access, rectification and erasure, exercisable by email or registered letter to the contacts indicated in the CONTRACT.

10.2 Vehicles may be equipped with tracking devices used exclusively for security, asset protection and fleet management. These devices are not intended to monitor the CUSTOMER’S private life. Processing is based on legitimate interest under Article 6(1)(f) GDPR for theft prevention, vehicle recovery and asset protection. Data is confidential and only shared when legally required.

11. FORCE MAJEURE

11.1 The party invoking force majeure must notify the other within 3 working days where reasonably possible.

11.2 If it lasts more than 20 working days, either party may terminate the CONTRACT without compensation, without prejudice to obligations already due.

11.3 “Fortuitous event” means foreseeable but non-extraordinary event avoidable with normal diligence; “force majeure” means unforeseeable, external and irresistible event.

12. NO-SHOW POLICY

12.1 A no-show occurs if the CUSTOMER fails to collect the vehicle within 2 hours of scheduled time without prior notice. Timely notice may preserve the booking subject to availability and rate adjustment.

12.2 In case of no-show, the reservation may be automatically cancelled without refund, unless otherwise agreed.

13. SEIZURE OR TOTAL LOSS

13.1 If the vehicle is seized due to acts attributable to the CUSTOMER, the CONTRACT is automatically terminated and all costs are borne by the CUSTOMER. Rental charges remain due until release or definitive loss.

13.2 In case of total loss, the CONTRACT terminates on the accident date. The CUSTOMER is liable for all uninsured costs.

14. FEES, FINES AND PENALTIES

  • Extraordinary cleaning: €30

  • Out-of-hours delivery/collection: €15

  • Failure to return keys: €250

  • Return at Parque 1 Ponta Delgada Airport: €15

  • Failure to return vehicle documents: €70

15. FINAL PROVISIONS

15.1 Legal communications are valid when sent to the addresses indicated in the CONTRACT.

15.2 The Court of Ponta Delgada has exclusive jurisdiction. Portuguese law applies. In case of discrepancy, the Portuguese version prevails.

15.3 Signing the CONTRACT implies full acceptance of these terms.

15.4 The CUSTOMER may resort to alternative dispute resolution mechanisms, including the Portuguese Consumer Portal or ACRA – Associação de Consumidores da Região dos Açores. The RENTAL COMPANY is not bound to mandatory arbitration.

This document corresponds to version 2.8, updated on 18/02/2026. The RENTAL COMPANY reserves the right to amend these Terms and Conditions at any time without prior notice. Customers are advised to regularly consult the most recent version.