1. GENERAL RENTAL CONDITIONS
1.1 Rent a Car Auto Ramalhense, Lda, VAT No. 512083274, headquartered at Rua Direita do Ramalho, 158‑A, S. José, Ponta Delgada, São Miguel Island, Municipality of Ponta Delgada, with license No. 1/2004 (A/S/C‑LP), hereinafter referred to as the “RENTAL COMPANY”, rents vehicles identified in the specific rental agreement (hereinafter the “CONTRACT”) to the customer identified in the general conditions (hereinafter “CLIENT”), under the following terms and conditions:
2. VEHICLE PICKUP AND RETURN
2.1 Driver Requirements (age, documents, and contacts)
2.1.1 Minimum age: 18 years.
2.1.2 Documents: To rent the vehicle, the CLIENT must present the original documents at pickup:
– Citizen Card or Passport;
– Driving license from EU/EEA countries (Spain, France, Germany, Italy, Netherlands, Iceland, Norway, Liechtenstein, etc,);
– License from countries with bilateral agreements with Portugal (Brazil, Angola, Mozambique, Cape Verde, Switzerland, UK, Morocco, Andorra, São Tomé and Príncipe);
– License from countries with international convention (Vienna/Geneva Convention), e.g., USA, Canada, Japan, Australia.
– Licenses with non-Latin alphabets (Arabic, Chinese, Cyrillic, etc.) require certified translation or international license.
2.1.3 For contact during and after the rental, the CLIENT must provide a valid phone number and email before pickup.
2.2 The CLIENT assumes full responsibility for the vehicle and exclusive driving on the island of pickup, declaring possession of the required documents.
2.3 The CLIENT must return the vehicle and all documents, keys, accessories, and equipment in good condition, at the agreed date and place.
2.4 Return delayed more than 30 minutes incurs an extra day charge; more than 3 hours delay may be reported to police as suspected theft, unless extension authorized.
2.5 Tyre damage due to reckless use must be immediately replaced by the CLIENT, with tyres of the same brand and type, at their own expense.
2.6 Excessive dirtiness (smoke, stains, mud, pet hair, etc.) incurs a cleaning fee of €30.
2.7 Pickup/return must occur within office hours; outside hours incurs a fee of €15.
2.8 Unauthorized use constitutes breach of the CONTRACT; the RENTAL COMPANY may terminate the contract and recover the vehicle at the CLIENT’s expense, according to the law.
2.9 The vehicle must be returned to the RENTAL COMPANY’s office during business hours, unless otherwise agreed; failure constitutes contract breach.
2.10 To extend or modify the rental period, the CLIENT must request and sign a new contract, subject to approval.
2.11 Late return after the agreed date incurs a penalty equal to triple the daily rate per day or fraction; the RENTAL COMPANY may take legal action for recovery and compensation.
2.12 The CLIENT is responsible for all losses or damages, including theft, unless the vehicle is returned to RENTAL COMPANY staff (except returns at Ponta Delgada Airport Lot 1).
2.13 The RENTAL COMPANY is not responsible for belongings left in the vehicle. Found items are kept for 30 days.
2.14 Vehicle availability: Reservations are for a specific model. If unavailable, a similar or higher class model may be provided at no extra cost; if a lower class is provided, the tariff difference will be refunded.
2.15 Right to refuse: The RENTAL COMPANY may refuse rental if the CLIENT fails to provide guarantees – e.g., under influence, aggressive behavior.
2.16 False information: If the CLIENT provides false data, the RENTAL COMPANY may charge additional costs and pursue criminal responsibility.
3. MILEAGE
3.1 Unlimited mileage is included unless otherwise specified.
4. VEHICLE USE
4.1 The CLIENT must use the vehicle prudently, obey traffic laws, lock safely, use the correct fuel, respect safety devices, report malfunctions, and not smoke inside (cleaning and damages will be charged).
4.2 Driving under influence, by minors, unauthorized drivers, towing, off-road driving, racing, or on restricted paths is prohibited.
4.3 Pets allowed only in transport crates; failure incurs cleaning/damage charges.
4.4 Additional drivers: Allowed free of charge with valid documents. The main renter is responsible for infractions and damages caused by additional drivers.
4.5 Prohibited acts: subleasing, transferring, selling, modifying, advertising, or encumbering the vehicle.
4.6 The CLIENT is responsible for all fines and penalties during the rental.
5. VEHICLE MAINTENANCE, ASSISTANCE AND REPAIR, AND FUEL
5.1 24h assistance: +351 919 015 778 Free if mechanical breakdown not caused by CLIENT (includes towing and possible replacement vehicle). Charged if caused by CLIENT’s error or misuse such as: dead battery from forgetfulness, lost keys, punctured tyre due to negligence, lack of fuel.
5.2 Repairs are forbidden without authorization from the RENTAL COMPANY. Unauthorized repairs are not reimbursed. The CLIENT is liable for damages from unauthorized modifications.
5.3 Vehicle substitution: In case of long-term breakdown, the RENTAL COMPANY will attempt to replace the car; if not possible, a refund for unused days is given. If accident caused by CLIENT, contract ends, no obligation to replace, and a new rental will incur additional cost to CLIENT.
5.4 Towing: If due to misuse (e.g. wrong fuel, accident from negligence), CLIENT pays all costs.
5.5 Fuel: Vehicle must be returned with the same fuel level as delivery. Less fuel results in charge to CLIENT. Excess fuel is not refunded.
5.6 Wrong fuel: If CLIENT uses incorrect fuel, CLIENT pays for full fuel replacement, tank cleaning, engine tuning, and any other damages.
6. PRICES, RESERVATIONS AND PAYMENT
6.1 Rental price is per 24-hour block, prepaid or at contract signing. Includes VAT and extras.
6.2 Accepted payment methods in person: cash, debit, Visa/Mastercard, MBway, Apple Pay, Google Pay; online: Visa/Mastercard, MBway, Apple Pay, Google Pay, Paypal, Multibanco reference.
6.3 Online reservations valid only after payment confirmation; others valid with proof and payment at pickup.
6.4 For extensions, CLIENT must carry a copy of the new contract; driving without a valid contract incurs a €250 fine.
6.5 If not returned on time, CLIENT pays rental, damages, theft, cleaning, fines, administrative fees, legal costs, and repairs.
6.6 Special fees: €15 for returns at Airport Lot 1 between 05:00–06:00 and for pickups after 21:00.
7. INSURANCE
7.1 Basic insurance includes civil liability (up to €50 million), personal accident, glass breakage, and theft. CLIENT responsible for own damages.
7.2 Optional insurances: CDW with franchise between €56–120, excludes tyres and rims; SCDW: zero franchise, covers tyres and rims.
7.3 Exclusions for all insurances: Alcohol/drug use, failure to stop/report accident, illegal use, overloading, off-road driving, racing, wrong fuel, key loss, vehicle underside and roof damage.
7.4 In case of claim, CLIENT covers up to applicable franchise unless third party at fault.
7.5 Unauthorized drivers void coverage.
7.6 CLIENT liable for negligent damage, even without collision.
7.7 Motorcycle insurance: civil liability up to €50 million plus passenger coverage.
8. ACCIDENTS
8.1 CLIENT must immediately contact RENTAL COMPANY and authorities, not leave the scene, collect information, not admit fault, and bear all damages caused by negligence, speeding, intoxication, off-road, unauthorized use, or after rental period.
9. CANCELLATION, REFUND, CHANGES AND RETURN
9.1 Cancellations accepted up to 24h prior by email.
9.2 Refund will be made minus bank fees via original payment method.
9.3 Changes: Modifications (dates, pickup location, car group) subject to availability and rate adjustment; CLIENT must request 24h in advance by any means.
9.4 No refund after contract starts, except duly justified force majeure.
9.5 Faultless breakdown: replacement vehicle provided if available, or refund for unused days.
10. PERSONAL DATA
10.1 Data processing governed by Portuguese law; data may be shared with ARAC in case of breach; CLIENT has rights of access, rectification, and deletion via email or registered mail.
11. FORCE MAJEURE AND FORTUITOUS EVENTS
11.1 Notify within 3 working days.
11.2 If over 20 working days, either party may terminate without compensation, fulfilling obligations up to that date.
11.3 “Fortuitous event” means foreseeable, non-extraordinary events avoidable with due care.
12. NO-SHOW POLICY
12.1 Considered no-show if CLIENT fails to pick up vehicle within 2 hours of scheduled time without notice. If delay communicated, reservation may be held.
12.2 Consequences: automatic cancellation, no refund unless agreed; rescheduling allowed if notice given and vehicle available.
13. VEHICLE SEIZURE OR TOTAL LOSS
13.1 Seizure/confiscation by authorities due to CLIENT action (illegal use, serious offense): CONTRACT terminated, all costs (fines, legal fees, recovery, transport) charged to CLIENT; rental continues until vehicle release.
13.2 Total loss (serious accident/fire): CONTRACT terminated; CLIENT liable for costs not covered by insurance.
14. FEES, FINES AND PENALTIES
14.1 Extraordinary cleaning – 30 euros
14.2 Deliveries and collections outside office hours – 15 euros
14.3 Lost keys – 250 euros
14.4 Driving with expired rental contract – 250 euros
14.5 Vehicle return at Lot 1 of Ponta Delgada Airport – 15 euros
14.6 Loss of vehicle documents – 70 euros
15. FINAL PROVISIONS
15.1 Legal communications are valid at the addresses stated in the contract.
15.2 Jurisdiction: Courts of Ponta Delgada; Portuguese law applies; Portuguese version prevails.
15.3 Signing the contract implies acceptance of the terms and responsibilities.
15.4 The CLIENT may seek arbitration through the Consumer Portal or ACRA; the RENTAL COMPANY is not bound by mandatory arbitration. More information: https://www.consumidor.gov.pt/ or ACRA – Associação de Consumidores da Região dos Açores.
This document corresponds to version 2.3, updated on 15/07/2025.
The company reserves the right to modify, alter, or update these Terms and Conditions at any time without prior notice. Customers are advised to regularly review the latest version of the document to stay informed of any changes.