Terms & Conditions
1. Introduction & Legal Framework
These Terms and Conditions govern the booking, purchase, and provision of travel services, guided excursions, private transfers, and tourism packages operated by Spot Madeira Travel (hereinafter referred to as the “Operator”, “Company”, “we”, “us”, or “our”).
Spot Madeira Travel is an officially licensed and registered tour operator with Turismo de Portugal under RNAVT (Registo Nacional das Agências de Viagens e Turismo) License Number 11610, operating legally within the Autonomous Region of Madeira, Portugal.
By reserving, purchasing, or participating in any tour or transfer provided by Spot Madeira Travel, the client (“Customer”, “Passenger”, or “you”) accepts and agrees to these Terms and Conditions in full.
2. Scope of Services
Spot Madeira Travel offers professional sightseeing and transportation services across Madeira Island, including:
- Regular Group Tours: Shared excursions and multi-day packages (Around the Island 2-Day Pack, Santana East Tour, Porto Moniz West Tour, Nuns Valley & Monte Half-Day).
- Tailor-Made & Private Tours: Dedicated bespoke private excursions with exclusive vehicle and certified chauffeur/guide.
- Cruise Ship Shore Excursions: Coordinated excursions tailored for transit passengers docking at Funchal Cruise Port, with guaranteed back-to-ship timing.
- Transfer Services: Point-to-point and levada walking transfers.
3. Booking, Confirmation & Payment
3.1. Booking Confirmation: Reservations can be made online via spotmadeiratravel.pt, through authorized partners, or directly with our reservations team. A reservation is confirmed once full payment is processed and an official digital confirmation voucher is issued.
3.2. Currencies & Tax: All prices are displayed and charged in Euros (€ / EUR), inclusive of all statutory Portuguese taxes (IVA/VAT).
3.3. Secure Payments: We accept major credit/debit cards (Visa, MasterCard, Maestro, American Express) processed securely via 256-bit SSL encrypted Stripe gateway, as well as PayPal.
3.4. Accuracy of Information: The Customer is responsible for providing complete and accurate contact details (active phone/WhatsApp reachable in Madeira, valid email, and correct hotel/accommodation details for pickup).
4. Inclusions & Exclusions
Standard Inclusions:
- Transportation in licensed, modern, air-conditioned passenger tourism vehicles.
- Professional certified local driver/guide.
- Door-to-door hotel/accommodation pickup and drop-off in Funchal (or designated zone).
- Mandatory statutory Portuguese tourism insurance (Civil Liability & Personal Accident).
- All fuel, road tolls, and parking fees.
Standard Exclusions:
- Lunches, beverages, and personal meals (unless expressly included in a private package).
- Attraction entrance fees (e.g., Porto Moniz Natural Pools, Cabo Girão skywalk ticket, Monte toboggan sledge ride).
- Gratuities and discretionary driver/guide tips.
5. Cancellation, Modifications & Refund Policy
- Cancellations within 24 hours: Cancellations made less than 24 hours before tour departure, or failure to appear at the designated pickup location (“No-Show”), are non-refundable.
- Cruise Passenger Weather Guarantee: If your cruise ship cancels its scheduled docking in Funchal due to adverse sea or weather conditions, technical issues, or ship re-routing, you will receive a 100% full refund upon prompt notification.
- Operator Cancellations (Force Majeure): If an excursion is cancelled by the Operator due to adverse weather warnings issued by Civil Protection / IPMA, landslides, road closures, or safety concerns, you will be offered the choice of an alternate date or a 100% full refund.
- Refund Processing: Approved refunds are credited directly to your original payment method (Stripe card or PayPal) within 3 to 7 business days.
6. Pickup, Meeting Points & Punctuality
6.1. Pickup Window: Scheduled pickup times are indicated on your confirmation voucher. Due to traffic and urban hotel collections in Funchal, a grace window of 10 to 15 minutes is customary. Please wait in the hotel lobby or street entrance.
6.2. Departure Times: Vehicles cannot wait longer than 10 minutes past the scheduled pickup time in respect of fellow passengers on shared excursions.
6.3. Cruise Terminal Pickups: For cruise passengers, the meeting point is situated immediately outside the primary passenger terminal exit gate, where the guide will hold a Spot Madeira Travel nameplate.
7. Itinerary & Operational Flexibility
Madeira’s mountainous topography and distinct microclimates may result in localized cloud, fog, high winds, or unexpected rockfalls. The certified guide reserves full professional discretion to alter routes, visit sequences, or substitute viewpoints to maximize passenger safety, visibility, and comfort.
8. Passenger Responsibilities, Health & Safety
- Footwear & Attire: Comfortable walking shoes with rubber tread, a light windbreaker jacket, and sun protection are strongly recommended due to temperature drops at mountain summits (up to 1,818m).
- Child Restraint Seats (Portuguese Traffic Law): In strict compliance with Portuguese Law (Código da Estrada, Article 55), children under 12 years of age and under 135 cm must use an approved child safety seat or booster. Please inform us at the time of booking to reserve child seats.
- Seatbelts: Seatbelts must remain securely fastened at all times while the vehicle is moving.
- Vehicle Conduct: Smoking, vaping, and open alcohol consumption are strictly prohibited inside all tour vehicles.
9. Mandatory Tourism Insurance & Liability
In full compliance with Portuguese Decree-Law No. 199/2012 governing licensed travel agencies and tour operators, Spot Madeira Travel maintains valid, mandatory insurance policies with a recognized Portuguese underwriter:
- Civil Liability Insurance (Seguro de Responsabilidade Civil)
- Personal Accident Insurance (Seguro de Acidentes Pessoais)
Spot Madeira Travel cannot accept liability for loss, theft, or damage to personal belongings (cameras, smartphones, luggage) left unattended in vehicles.
10. Data Protection & Privacy (GDPR / RGPD)
Customer personal information collected during reservation (name, email, phone number, pickup location) is processed strictly in accordance with the European Union General Data Protection Regulation (Regulation EU 2016/679) and Portuguese Law No. 58/2019. Data is processed solely for booking logistics, invoicing, and statutory insurance compliance. We never sell or transfer personal data to third parties.
11. Complaints & Consumer Dispute Resolution
In-Tour Resolution: If any issue arises, passengers are encouraged to contact our operational team immediately via phone or WhatsApp so we can resolve the matter promptly.
Electronic Complaints Book: In compliance with Portuguese Decree-Law No. 74/2017, Customers may access the official Digital Complaints Book at: www.livroreclamacoes.pt.
Alternative Dispute Resolution (RAL): In case of an unresolved consumer dispute, clients may appeal to the official Consumer Arbitration Center of Madeira: Centro de Arbitragem de Conflitos de Consumo da Região Autónoma da Madeira (CACC RAM) — Funchal, Madeira.