Cancellation policy

Changing instead of cancelling

Changing the time, the date, the address or the number of passengers is free at any point up to 6 hours before pickup, including inside the paid-cancellation windows above. If the change means a larger vehicle, you pay the difference between the two published prices and nothing else. If it means a smaller one, we refund the difference. Changing is almost always better for you than cancelling and rebooking — the price you originally locked in travels with the booking.

When the sea decides

The Benagil cave is reached by a small boat operated by a third party. If the sea is too rough for that boat to run, we tell you the evening before and you choose between moving the day, running the excursion without the cave at a reduced price, or a full refund. We do not run the boat and we do not overrule the skipper.

Ending a rental early

If you hand the bikes back before the end of a booked period we refund the whole unused days at the rate you actually paid, minus one day. We do not reprice the rental upwards because you used it for fewer days than the weekly rate assumed — a four-day rental that started as a week stays priced as a week, and you get three days back.

A hold, not a payment

At handover we place a €250 pre-authorisation on a payment card per bike, to a maximum of €500 for any one rental however many bikes it covers. A pre-authorisation is a hold: the money never leaves your account and no payment is taken. It is released the moment the bikes come back in the condition they left in, and clears with your bank within 5 working days. We cannot make your bank clear it faster and neither can you.

We do not accept cash deposits, and we do not photocopy passports or hold identity documents.

What comes out of the deposit

The limit of what you can owe

Your liability for accidental damage is capped at €250 per bike, which is the deposit. Damage beyond that is ours to absorb. That cap does not apply where the damage was deliberate, where the bike was ridden by somebody not named on the rental, or where the rider was under the influence of alcohol or drugs.

If a bike is stolen while it was locked to a fixed object with the lock we supplied, and you report the theft to the GNR or PSP and give us the police report number, your liability is limited to a €300 excess. If the bike was unlocked, or locked only to itself, you are liable for its replacement value — between €1,900 and €3,200 depending on the model.

A late flight is not a cancellation

We monitor the flight number on your booking. If the aircraft lands late, the pickup moves with it automatically, at no charge and with nothing for you to do. There is no waiting fee for a delay outside your control, and no time limit on how late a flight can be.

If the flight never operates

A flight cancelled by the airline, or a diversion that lands you at a different airport, is refunded in full whenever we learn of it — the windows in clauses 1 to 3 do not apply. If you would rather be collected from the airport you were actually diverted to, we will price that run at the published rate for it and put what you already paid towards it.

What counts as a no-show

For airport pickups the driver waits 60 minutes from the moment the aircraft is on the ground, free of charge. For every other pickup the driver waits 15 minutes from the agreed time. Before the wait runs out we call the number on the booking, message it on WhatsApp, and — at Faro — ask at the information desk.

Only after all of that, with no answer, is the booking marked as a no-show and charged in full. If you cannot find your driver, do not leave the terminal and do not take a taxi: open your trip link and press the call button. It rings the driver's phone, not an office.

Three ways, all of which work

• The link in your confirmation. It opens your trip without a password and has a cancel button on it.
• WhatsApp to +351 936 499 889. Send the booking reference — it looks like GA-8842 — and someone will answer, usually within a few minutes.
• Reply to the confirmation email. Slower, but it works and it leaves you a paper trail.

Written confirmation, always

Nothing is cancelled until we send you a cancellation confirmation with the booking reference and the amount being refunded. If you did not get one, the booking is still live. Ask again.

Refunds

Refunds go back to the card or account that paid, never as a voucher or a credit note unless you ask for one. We start the refund within 1 working day of confirming the cancellation; card refunds usually appear within 5 working days and can take up to 10 depending on your bank. Bookings paid in cash on arrival have nothing to refund. Bookings billed to a hotel room are removed from the room account instead.

We cancel rarely, and when we do it is for one of three reasons: a vehicle fault we cannot cover with another vehicle, weather or sea conditions that make the day unsafe, or a road closure. In every one of those cases you get the full amount back, and you get it whether or not you accept the alternative we offer first.

Where we cancel an airport pickup at less than 12 hours' notice and you have to make your own way, we also cover the cost of the taxi or airport bus you actually took, against the receipt, up to the value of the transfer you booked. That is not a legal obligation. It is what we would want if it happened to us.

• Unused parts of a rental or an excursion that you chose to cut short, beyond the whole days described in clause 3.
• Third-party tickets we bought on your instruction where the operator will not refund them to us — boat fares, monument entry, fortress tickets.
• Bookings cancelled after the pickup time has passed without contact.
• Anything you paid directly to somebody else, in cash, on the day.

None of this affects your statutory rights as a consumer under Portuguese and EU law, or your right to complain — see clause 11 of the terms of service.