GENERAL TERMS AND CONDITIONS OF RENTAL
1. GENERAL 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. Jose, Ponta Delgada, Sao Miguel Island, municipality of Ponta Delgada, operating
licence No. 1/2004 (A/S/C-LP), hereinafter referred to as the "RENTAL COMPANY", rents vehicles
identified in the specific rental agreement (hereinafter "CONTRACT") to the customer identified in the
general conditions (hereinafter "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. In the
event of vehicle return without incidents, the deposit will be returned to the CUSTOMER within a
maximum of 7 working days, via the same payment method used for its constitution, unless otherwise
agreed. The CUSTOMER is obliged to fully comply with contractual obligations, and the RENTAL
COMPANY reserves the right to retain the deposit in full or in part, and to claim any additional amount
owed resulting from damages, penalties or breaches set out in this contract.
2.2 Driver Requirements (age, documents and contacts)
2.2.1 Minimum age: 18 years.
2.2.2 Documents: The CUSTOMER must present original documents at pick-up:
- Identity Card or Passport;
- Driving licence from EU/EEA countries (Spain, France, Germany, Italy, Netherlands, Iceland, Norway,
Liechtenstein, etc.);
- Licence from countries with bilateral agreements with Portugal (Brazil, Angola, Mozambique, Cape
Verde, Switzerland, United Kingdom, Morocco, Andorra, Sao Tome and Principe);
- Licence from countries under international convention (Vienna/Geneva Convention), e.g. USA, Canada,
Japan, Australia.
- Licences with non-Latin alphabet (Arabic, Chinese, Cyrillic, etc.) require a certified translation or
international driving permit.
2.2.3 For contact during and after the rental, the CUSTOMER must provide a valid phone number and
email address before pick-up.
2.3 The CUSTOMER assumes full responsibility for the vehicle and exclusive driving on the island of
pick-up, declaring possession of the required documents.
2.4 The CUSTOMER 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 A return more than 30 minutes late will result in a charge of one extra day. In the event of a delay
exceeding 3 hours, without prior communication from the CUSTOMER or authorised extension of the
rental contract, the RENTAL COMPANY will make every effort to contact the CUSTOMER through all
means at its disposal, namely telephone, SMS and email. If contact cannot be established within a
reasonable period, the RENTAL COMPANY reserves the right to report the situation to the competent
police authorities as suspected theft or improper use of the vehicle.2.6 Tyre damage due to reckless use
must be immediately replaced by the CUSTOMER with a tyre of the same brand and type, at the CUSTOMER's own expense.
2.7 Excessive dirt (including tobacco smoke stains, cigarette ash, upholstery stains, mud, animal hair,
among others) will result in a cleaning fee of 30 EUR.
2.8 Vehicle pick-up and return must take place within the store's opening hours. Any pick-up or return
outside these hours will incur a fee of 15 EUR.
2.9 Improper use of the vehicle constitutes a breach of the CONTRACT, and the RENTAL COMPANY
may 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 store during
opening hours; failure to comply constitutes a contractual breach.
2.11 To extend or change the rental period, the CUSTOMER must request authorisation from the
RENTAL COMPANY and sign a new contract, subject to approval and payment of the applicable
additional amount.
2.12 Return of the vehicle after the agreed date without prior authorised extension implies a penalty of
one and a half times (1.5x) the daily rate per day. The RENTAL COMPANY may pursue legal action to
recover the vehicle and compensation for damages suffered.
2.13 The CUSTOMER is responsible for any losses or damages, including theft, unless the vehicle is
handed directly to an identified member of the RENTAL COMPANY's team with a return record, except
for returns at Car Park 1 of Ponta Delgada Airport under the terms specifically communicated to the
CUSTOMER.
2.14 The RENTAL COMPANY is not responsible for items left inside the vehicle. Found objects will be
kept for a maximum of 30 days.
2.15 Vehicle availability: Reservations are made for a specific model. If the reserved model is
unavailable, a similar or superior model may be provided at no additional cost; if a lower category model
is offered, the CUSTOMER will be refunded the rate difference.
2.16 Right of refusal: The RENTAL COMPANY may refuse to hand over the vehicle if the CUSTOMER
does not offer sufficient guarantees, namely if under the influence of alcohol or drugs, exhibiting
aggressive behaviour or refusing payment due at the time of signing the CONTRACT.
2.17 False information: If the CUSTOMER provides false or misleading data, the RENTAL COMPANY
may terminate the CONTRACT and/or cooperate with competent authorities for possible determination of
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. VEHICLE USE
4.1 The CUSTOMER must use the vehicle carefully, comply with the Highway Code and other applicable
legislation, keep the vehicle locked when not in use, refuel with appropriate fuel, respect safety devices
and warnings, immediately report any breakdown and NOT SMOKE inside the vehicle (cleaning and
damages will be charged to the CUSTOMER).
4.2 Driving the vehicle is prohibited: under the influence of alcohol, drugs or psychotropic substances; by
minors or unauthorised drivers; for towing other vehicles; off-road; in races, competitions or tests; on
restricted or prohibited access roads or areas.4.3 Transport of animals is only permitted in appropriate carriers;
the CUSTOMER bears cleaning and repair costs for any resulting damage.
4.4 Additional drivers are permitted at no extra cost, provided they are duly identified in the CONTRACT
and present valid documentation. The lessee is responsible for all offences and damages caused by
additional drivers.
4.5 The following acts are expressly prohibited: subletting, transferring, selling, modifying, applying
advertising to or encumbering the vehicle in any way.
4.6 The CUSTOMER is responsible for all fines and sanctions arising from violations of the Highway
Code or other legal regulations during the rental period.
5. VEHICLE MAINTENANCE, ASSISTANCE, REPAIR AND FUEL POLICY
5.1 24h 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 to the CUSTOMER (e.g. flat battery, lost or stolen keys, puncture due to negligence, lack of
fuel or misuse), all assistance costs are the CUSTOMER's responsibility.
5.2 Any repair may only be carried out with prior express authorisation from the RENTAL COMPANY.
Unauthorised repairs will not be reimbursed, and the CUSTOMER is liable for all damages resulting from
unauthorised interventions or modifications.
5.3 For long-term breakdowns not attributable to the CUSTOMER, the RENTAL COMPANY will
endeavour to provide a replacement vehicle; if not possible, a proportional refund will be issued for
unused days. For accidents attributable to the CUSTOMER, the CONTRACT ceases immediately with no
obligation to provide a replacement vehicle; a new rental may be arranged at additional cost borne
entirely by the CUSTOMER.
5.4 Towing caused by misuse, negligence, fuel error, accident attributable to the CUSTOMER or breach
of CONTRACT conditions is entirely borne by the CUSTOMER.
5.5 Fuel: The vehicle must be returned with the same fuel level as at delivery, as recorded in 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 Fuel error: If the CUSTOMER uses incorrect fuel, they bear all costs of draining, tank cleaning, tuning
and possible engine repair, as well as any consequential damages.
6. PRICES, RESERVATIONS AND PAYMENT
6.1 The minimum rental price corresponds to 24-hour periods, with payment made in advance or at
signing. Prices include VAT at the legally applicable rate and any expressly indicated extras.
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 reservations are only valid upon payment confirmation. Other reservations are valid upon
presentation of proof of payment or full payment at pick-up.
6.4 Failure to return the vehicle on time makes the CUSTOMER responsible for additional rental costs,
damages, theft, cleaning, fines, administrative fees, legal costs and repairs, without prejudice to other
applicable legal measures.
6.5 Special fees: 15 EUR 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 store near the airport.7. INSURANCE
7.1 The daily rental rate includes mandatory third-party liability insurance up to 50 million euros, and
personal accident insurance covering bodily and material damage caused to third parties in a traffic
accident, under the policy terms.
7.2 Optional insurance:
- CDW (Collision Damage Waiver) with excess between 120 EUR and 300 EUR, excluding tyres, rims,
glass, underside and roof.
- SCDW (Super CDW) with zero excess, covering the majority of damages under the contractual terms.
7.3 Exclusions common to all insurance: 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 violations of the Portuguese Highway Code, incorrect
fuel and loss or theft of keys.
7.4 In the event of a claim, the CUSTOMER is responsible for damages up to the applicable excess,
except where exclusive third-party fault is demonstrated.
7.5 Driving by unauthorised or unidentified drivers in the CONTRACT cancels optional coverage, without
prejudice to mandatory third-party liability.
7.6 The CUSTOMER is liable for damages resulting from negligent use of the vehicle, even without
collision with third parties.
7.7 For motorcycles, insurance includes third-party liability up to 50 million euros and passenger
coverage under the policy terms. The RENTAL COMPANY provides two complimentary approved
helmets per rented motorcycle; their use is mandatory for rider and passenger throughout the journey.
Failure to wear a helmet is grounds for exclusion of optional coverage, and the CUSTOMER will be fully
liable for any resulting damages. Passenger transport is only permitted on motorcycles approved for that
purpose as per the vehicle documentation. Riding on dirt roads, unpaved areas or restricted access
zones is expressly prohibited. A driving licence of the appropriate category (A, A1 or A2) is mandatory
and must be presented at pick-up. Excesses for motorcycles may differ from those for cars and will be
communicated at booking or check-in.
8. ACCIDENTS
8.1 In the event of an accident, the CUSTOMER must immediately contact the RENTAL COMPANY and
competent authorities, not leave the scene, collect necessary information (third-party data, witnesses,
photographs) and refrain from admitting fault. The CUSTOMER bears all damages resulting from
negligence, Highway Code violations, speeding, driving under the influence of alcohol or drugs, off-road
driving, unauthorised vehicle use or use after the rental period has ended.
9. CANCELLATION, REFUND, AMENDMENT AND RETURN
9.1 Cancellations are accepted up to 24 hours before the scheduled pick-up time, communicated via
email or other agreed written means.
9.2 Refunds, where applicable, will be processed after deducting a bank fee of 3.95% of the amount to be
returned, preferably through the same payment method used in the reservation or CONTRACT.
9.3 Any changes to reservations or the CONTRACT are subject to vehicle availability and possible rate
adjustment; the CUSTOMER must request them at least 24 hours in advance by any valid contact
means.9.4 In the event of a breakdown not attributable to the CUSTOMER, a replacement vehicle will be
provided if available; if not, a proportional refund will be issued for unused days.
10. PERSONAL DATA
10.1 Personal data processing is carried out in accordance with Portuguese law and Regulation (EU)
2016/679 (GDPR). Data may be shared with ARAC or other competent entities in case of infringement.
The CUSTOMER holds rights of access, rectification and erasure, exercisable by email or registered
letter to the contacts in the CONTRACT.
10.2 Auto Ramalhense vehicles may be equipped with tracking and location devices, used exclusively for
security, asset protection and fleet management. The CUSTOMER acknowledges that these devices
allow vehicle location during the rental period and are not intended to monitor the CUSTOMER
personally.
Location data processing is based on the legitimate interest of Auto Ramalhense under Article 6(1)(f) of
the GDPR, namely for:
a) prevention and detection of theft or improper vehicle use;
b) vehicle recovery in case of loss;
c) protection of company assets.
Location data is treated confidentially and not shared with third parties except when legally required or
requested by competent authorities. Data is retained only for the period strictly necessary, in accordance
with GDPR principles. By signing this CONTRACT, the CUSTOMER acknowledges and agrees to 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 working days, whenever reasonably possible.
11.2 If the situation persists for more than 20 working days, either party may terminate the CONTRACT
without right to compensation, without prejudice to obligations due up to that date.
11.3 For the purposes of this CONTRACT, a 'fortuitous event' is a foreseeable but not extraordinary event
avoidable through normal diligence; 'force majeure' is 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 2 hours of the
scheduled time without prior communication. With timely communication, the reservation may be
maintained subject to vehicle availability and possible rate adjustment.
12.2 In case of no-show, the reservation may be automatically cancelled without refund, unless otherwise
agreed. Rescheduling is possible with prior notice and subject to vehicle availability.
13. VEHICLE SEIZURE OR TOTAL LOSS
13.1 In the event of vehicle seizure by authorities due to acts attributable to the CUSTOMER (illegal use,
serious violations or crime), the CONTRACT is automatically terminated and all costs (fines, legal fees,
parking, recovery and transport) are attributed to the CUSTOMER. Rental remains due until the vehicle is
effectively released or definitively lost.13.2 In the event of total loss (serious accident, fire or similar), the CONTRACT is terminated from the
date of the incident, and the CUSTOMER is responsible for all costs not covered by insurance.
14. FEES, FINES AND PENALTIES
14.1 Extraordinary cleaning: 30 EUR.
14.2 Out-of-hours pick-up and return: 15 EUR.
14.3 Failure to return keys: 250 EUR.
14.4 Vehicle return at Car Park 1 of Ponta Delgada Airport: 15 EUR.
14.5 Failure to return vehicle documents: 70 EUR.
15. FINAL PROVISIONS
15.1 Legal communications between the parties are valid when sent to the physical or electronic
addresses in the CONTRACT, unless subsequently updated in writing.
15.2 For all matters arising from the interpretation, execution or validity of this CONTRACT, the courts of
the district of Ponta Delgada shall have exclusive jurisdiction, and Portuguese law shall apply exclusively.
In case of divergence between language versions, the Portuguese version shall prevail.
15.3 The RENTAL COMPANY reserves the right to amend these Terms and Conditions, with any
changes published on the official website at least 30 days before taking effect. Contracts entered into
before the effective date remain subject to the version in force at the time of signing. CUSTOMERS are
advised to regularly consult the most recent version on the website.
15.4 Signing the CONTRACT, in physical or digital form, implies full acceptance of these general
conditions and the specific conditions applicable to the rental.
15.5 The CUSTOMER may resort to alternative consumer dispute resolution mechanisms, namely
through the Consumer Portal or ACRA - Consumer Association of the Azores Region. The RENTAL
COMPANY is not bound by mandatory arbitration. More information at https://www.consumidor.gov.pt/ or
from ACRA.
This document corresponds to version 3.0, published on 07/05/2026, entering into force on 07/06/2026. The RENTAL
COMPANY reserves the right to amend these Terms and Conditions, with any changes published on the official
website at least 30 days in advance. CUSTOMERS are advised to regularly consult the most recent version at