Terms and Conditions

1. Purpose and scope

1.1. These Terms govern use of the Villaverde Azores website, the booking process and the provision of temporary accommodation at the property identified in the confirmation.

1.2. “Villaverde Azores” means the operator identified above; “Guest” means the booking holder and, where applicable, all occupants; “Accommodation” means the booked local accommodation unit.

1.3. A booking is a contract for the dates, guest count, price, services and conditions stated in the confirmation.

1.4. These Terms supplement the specific booking conditions. Expressly accepted specific conditions prevail in case of conflict, without prejudice to mandatory law.

2. Identification and capacity to book

2.1. A booking may only be made by a person aged 18 or over with legal capacity to contract.

2.2. The booking holder is responsible for accurate information, payment and communicating these Terms to all occupants.

2.3. The Guest must provide their full name, telephone, email, country of residence, number of occupants and any information required for legal, tax, safety and guest-registration duties.

2.4. Villaverde Azores may request valid identification only as needed for check-in and legal compliance. Refusal to provide legally required information may prevent the stay.

3. Booking request and formation of the contract

3.1. Availability shown online is not a final confirmation. Requests remain subject to verification of availability, price, capacity and required payment.

3.2. The contract is formed when Villaverde Azores sends written confirmation by email or another durable medium stating at least the dates, accommodation, guest count and price.

3.3. An automated request receipt is not a confirmation unless it expressly states that the booking is confirmed.

3.4. The Guest must check the confirmation immediately and report any error within 24 hours.

4. Prices, taxes and included services

4.1. The applicable price is the price displayed at booking and confirmed in writing. It includes the expressly described services and VAT at the legal rate where applicable.

4.2. Municipal tourist tax, where due, may be separate. Its amount, exemptions, maximum number of nights and payment method are governed by the competent municipality and shown before booking completion or, where not possible, before check-in.

4.3. Optional services, additional consumption or nights, extraordinary cleaning, damage and other charges are due only where provided for in these Terms, the confirmation, a previously available tariff or subsequently accepted by the Guest.

4.4. If an obvious price error is found before confirmation, the Guest may confirm at the correct price or cancel free of charge. After confirmation, corrections comply with applicable law and are not made unilaterally to the Guest’s detriment.

5. Payment

5.1. Payment is made using the methods offered during booking, including credit or debit card through Stripe.

5.2. The payment schedule—full payment or deposit and balance—is displayed before booking completion and in the confirmation.

5.3. If payment fails, Villaverde Azores will notify the Guest and may allow a reasonable remedy period. Cancellation for non-payment can occur only after the communicated period expires.

5.4. Villaverde Azores neither receives nor stores full card details. These are processed by the payment provider under its security requirements.

6. Security deposit, damage and post-stay charges

6.1. Where applicable, a €300 security deposit may be requested by card pre-authorisation or another method. Its application and method will always be communicated before booking confirmation.

6.2. The deposit may secure only substantiated amounts for damage to the property or its contents; missing keys, controls or equipment; extraordinary cleaning caused by serious rule breaches; undeclared occupants, unauthorised animals, parties or events where actual loss arises; and unauthorised late check-out causing proven operating costs or affecting the next stay.

6.3. Normal wear, minor marks and faults not attributable to the Guest are not charged.

6.4. Whenever possible, Villaverde Azores will explain the incident in writing, provide photographs, invoices, estimates or other evidence, and state the amount before charging or retaining it.

6.5. Any remaining deposit is released within 7 business days after check-out and inspection. The Guest’s bank determines when the amount becomes available.

6.6. Loss exceeding the deposit may be claimed by lawful means; the deposit does not limit the Guest’s liability for attributable damage.

7. Cancellation by the Guest

7.1. Unless a different rate was clearly identified before booking, the following policy applies:

7.2. Deadlines run to the official check-in time in the Azores time zone. Written cancellation must be sent to reservas@villaverde-azores.pt and takes effect on receipt.

7.3. Accommodation booked for specific dates is legally excluded from the general 14-day withdrawal right applicable to many distance purchases. The first 48-hour free cancellation is a voluntary commercial condition applying only as stated in 7.1.

7.4. No-show, same-day cancellation and early departure result in 100% of the booking price being due, with no refund for unused nights.

7.5. A non-refundable rate or special policy applies only if clearly shown before payment and included in the confirmation.

8. Changes to dates, guests or accommodation

8.1. Changes depend on availability, must be requested in writing and take effect only after written confirmation.

8.2. A higher new price requires payment of the difference. A lower price is handled under the cancellation policy applicable on the request date.

8.3. Reducing nights, moving to later dates or substantially reducing guests may be treated as partial cancellation.

8.4. A booking may not be transferred without written permission; any replacement holder must be identified and accepted.

9. Cancellation or change by Villaverde Azores

9.1. Villaverde Azores may cancel before check-in where accommodation is impossible, a serious availability error or safety risk exists, payment is not made or material false information was provided.

9.2. If attributable to Villaverde Azores, the Guest receives a full refund for unprovided services or, if accepted, equivalent or better alternative accommodation.

9.3. For extraordinary and unavoidable circumstances, Villaverde Azores will seek a reasonable solution and refund unprovided services, without prejudice to applicable rights.

9.4. Indirect travel, transport or third-party accommodation costs are not assumed unless liability follows from mandatory law or attributable conduct.

10. Check-in and check-out

10.1. Check-in is from 14:00 unless the confirmation states otherwise. The Guest should provide an estimated arrival time.

10.2. Check-out is by 10:00. Extensions require written authorisation and may incur an additional charge.

10.3. Self check-in codes, keys and instructions are personal and must not be shared with anyone outside the booking.

10.4. On departure, Guests must close doors and windows, switch off risky equipment, return keys as instructed, wash used dishes and dispose of rubbish in the indicated bins.

10.5. Failure to complete these tasks is charged only if it causes substantiated extraordinary cleaning, travel, replacement or another actual cost.

11. Occupancy and use

11.1. Maximum occupancy is that stated in the listing, registration and confirmation. Children and infants must be declared and count where the law or licensed capacity so requires.

11.2. Only registered guests may stay overnight. Occasional visitors are subject to communicated rules and may not stay overnight without permission.

11.3. The accommodation is for temporary stays only and may not be used as a permanent residence, registered office, commercial venue, professional filming location or event space without written permission.

11.4. Illegal, dangerous, publicly offensive or disruptive activity is prohibited.

12. House rules

12.1. Unless expressly stated otherwise: no smoking or vaping indoors; no parties, amplified music, events or gatherings exceeding authorised occupancy; no animals without prior written permission; no moving heavy furniture, removing property or altering equipment; quiet hours from 22:00 to 08:00; and barbecues, fireplaces, cooking equipment and outdoor areas must be used according to safety instructions.

12.2. Serious or repeated breaches may end the stay, after a warning where circumstances permit, without prejudice to damage claims and the parties’ legal rights.

13. Children, safety and supervision

13.1. Minors must be supervised by a responsible adult, especially near stairs, balconies, roads, water, outdoor areas and hot or sharp equipment.

13.2. Baby or child equipment must be checked by an adult before use and any defect reported immediately.

13.3. Guests must not disable detectors, extinguishers, signs, emergency lights or other safety devices.

14. Cleaning, waste and care

14.1. Accommodation is delivered clean and equipped as described; ordinary departure cleaning is included unless stated otherwise.

14.2. Included cleaning excludes abnormal conditions such as indoor smoke, difficult stains, excessive waste, seriously unclean dishes, unreported spills or specialist treatment.

14.3. Waste must be separated and placed in the indicated locations. Oils, wipes, objects and unsuitable substances must not enter toilets, sinks or drains.

14.4. Faults, leaks, breakage or damage must be reported as soon as detected.

15. Local features, nature and environmental conditions

15.1. The Azorean climate is humid and changeable. Reasonably expected condensation, wind, rain, occasional insects and natural temperature changes are not defects where appropriate maintenance is provided.

15.2. Guests must follow ventilation, dehumidification, heating and outdoor-use instructions and close doors and windows where weather requires.

15.3. Villaverde Azores is not responsible for travel-plan changes caused by weather, air or sea operations, road closures or authorities, without prejudice to legally applicable booking treatment.

16. Equipment, internet and interruptions

16.1. Equipment must be used carefully and according to instructions.

16.2. Temporary internet, energy, water or telecom failures outside reasonable control do not automatically entitle the Guest to a refund. Duration, impact and efforts to restore service are considered.

16.3. With reasonable notice, Guests must permit technician access to remedy a fault affecting the stay or safety.

17. Access during the stay

17.1. Villaverde Azores respects privacy and will not enter without consent except for an emergency, risk to people or property, urgent maintenance or serious evidence of a major breach.

17.2. Where possible, access is announced in advance and arranged to minimise disruption.

18. Personal belongings

18.1. Guests are responsible for their belongings and must secure the property when away.

18.2. Villaverde Azores is liable for loss, theft or damage only where legally attributable to the operator.

18.3. Found items are kept for 30 days. Return requires advance payment of packaging and shipping unless otherwise agreed.

19. Liability

19.1. Villaverde Azores provides suitably hygienic, safe and maintained accommodation and holds legally required insurance.

19.2. The Guest is liable for culpable damage caused by them, occupants, visitors or authorised animals.

19.3. Nothing excludes or limits liability for death, personal injury, wilful misconduct, gross negligence, breach of statutory safety duties or any case where limitation is unlawful.

19.4. Photographs and descriptions aim to represent the property faithfully; minor changes to décor, furniture or equivalent equipment may occur without affecting essential contracted features.

20. Privacy and communications

20.1. Personal data is processed to manage the booking, provide accommodation, meet legal duties, process payment, prevent fraud and establish or defend rights.

20.2. Further information is available in the Privacy Policy.

20.3. Booking communications may be sent by email, telephone, SMS or WhatsApp to the provided contacts. Marketing requires its own legal basis and is not a booking condition.

21. Complaints and assistance during the stay

21.1. Report any issue promptly to reservas@villaverde-azores.pt or +351 913 345 309, allowing Villaverde Azores to inspect and remedy it during the stay.

21.2. Later complaints should identify the booking, describe the facts and, where possible, include photographs or supporting evidence.

21.3. The complaints book is available as required by law, including the Electronic Complaints Book.

22. Alternative dispute resolution

22.1. In a consumer dispute, the Guest may contact the legally competent consumer alternative dispute resolution body.

22.2. The current official list is available on the Portuguese Consumer Portal. This does not restrict access to the courts.

23. Governing law and jurisdiction

23.1. The contract is governed by Portuguese law.

23.2. Courts are determined under applicable legal rules. No clause deprives a consumer of mandatory jurisdictional rights.

24. Severability and amendments

24.1. If a clause is invalid or unenforceable, the remaining clauses continue, and the affected clause is interpreted or replaced only as needed to respect the law and contractual purpose.

24.2. The version accepted on the booking date applies. Later changes do not affect confirmed bookings unless required by law or accepted by the Guest.

25. Acceptance

25.1. Before booking, the Guest must be able to read and retain these Terms.

25.2. By selecting the acceptance box and completing the booking, the Guest confirms that they have read, understood and accepted these Terms and the specific conditions in the confirmation.