Terms and Conditions

Terms & Conditions – Holiday Home Madeira (HHM)

Last Updated: [01/05/2025]


1. Website Use & Terms Acceptance

By accessing or using this website, the user agrees to be bound by these Terms & Conditions. Holiday Home Madeira (HHM) reserves the right to amend or update these terms at any time. Any changes will be posted on this page and take effect immediately upon publication.

2. Legal Status and Role of Holiday Home Madeira (HHM)
Holiday Home Madeira (“HHM”) operates as a booking intermediary and agent on behalf of property owners and service providers (the “Providers”), which may include accommodation owners, transfer companies, tour operators, and vehicle rental agencies. HHM facilitates the conclusion of agreements between guests (the “Guest”) and these Providers. In doing so, HHM is not the owner, manager, or principal of the property or service unless explicitly stated.

All bookings facilitated by HHM are made directly between the Guest and the relevant Provider, and HHM acts solely as an intermediary in this process. The Guest enters into a binding contract with the Provider upon confirmation of the booking. HHM is not a party to that contract and accepts no responsibility for the performance, provision, or quality of the accommodation or service offered by the Provider.

In some cases, HHM may act as an affiliate partner of third-party platforms such as Booking.com. When making a reservation through such affiliates, the contractual relationship, including payment and terms, is between the Guest and the third-party platform or Provider, and their terms and conditions shall apply. HHM assumes no liability for any such third-party bookings.

HHM reserves the right to amend, update, or modify these Terms & Conditions at any time. Any changes will be published on this page and take effect immediately upon posting.

3. Bookings
By making a booking through Holiday Home Madeira (“HHM”), either by email, phone, or in writing, the Guest enters into a binding agreement with the respective Provider (property owner, tour company, transfer service, car hire company, etc.), for whom HHM acts as an agent. HHM reserves the right to accept or decline booking requests at its discretion. A booking is considered confirmed once HHM or the Provider issues a written, telephone, or email confirmation.

We strongly recommend making bookings via email to ensure clarity and to avoid any misunderstandings. By confirming a reservation, the Guest agrees to be bound by both the Provider’s terms and conditions as well as HHM’s terms and conditions. These documents are available on our website and should be saved for your personal records.

When making a booking, Guests must provide the total number of persons staying (including children), as well as details of any pets, specifying type and breed where applicable. Please note that some properties have restrictions on pets, and permission must be granted in writing at the time of booking.

Any special requests — such as late arrivals, extra services, housekeeping, or laundry — should be made at the time of booking to ensure availability and confirmation by the Provider.

Once your booking is confirmed, you will receive an official confirmation email from HHM. Any additional travel documentation or property information will follow separately.

Guests are responsible for reviewing the confirmation for accuracy upon receipt. Any discrepancies must be reported to HHM or the Provider within three (3) days. Changes requested after this period may not be accepted, and any resulting errors will not entitle the Guest to cancel the booking or claim a refund.

Please note that certain properties are available only upon request, and booking confirmation may take up to three (3) working days if the Provider is not immediately contactable. No contract is formed until written confirmation is provided.

All bookings are based on the descriptions and photographs presented on our website.

For affiliate properties (e.g., those listed via Booking.com), all payments, communications, and contractual terms are handled directly through the affiliate platform. HHM holds no responsibility for those transactions.

4. Payment / Travel document
Payment terms vary depending on the individual Provider and will be outlined in the specific booking offer.

In most cases, payments may be made via bank transfer, PayPal, PayPal credit card, or, where permitted, cash on arrival (COA). For bookings made more than four (4) weeks before the arrival date, a deposit is typically required immediately to secure the reservation, with the balance due no later than four (4) weeks prior to arrival.

For bookings made within four (4) weeks of arrival, the full rental amount is generally payable at the time of booking. Guests opting for COA must still pay the initial reservation fee in advance via bank transfer or PayPal (including PayPal credit card).

Please be aware that certain Providers or payment platforms (such as PayPal or credit card processors) may charge a processing or transaction fee. HHM and the Providers reserve the right to pass these fees on to the Guest. HHM is not responsible for any additional charges incurred by the Guest’s bank or payment provider, including currency conversion or international transfer fees.

Once a booking is confirmed and any required deposit has been received, HHM will issue a booking confirmation and, where applicable, travel documentation or check-in instructions. These may include contact details for the property host, directions, or key collection information.

Guests are responsible for ensuring timely payment in accordance with the instructions provided. Failure to make payment on time may result in cancellation of the reservation without refund.

5. Cancellation/ Rebooking
If the Guest wishes to amend or cancel a confirmed booking, HHM must be informed as soon as possible, ideally in writing via email. Rebooking (such as changing dates or switching properties) is generally possible, subject to availability and may incur fees. Extensions to an existing booking that do not reduce the original stay are typically free of charge.

In some cases, rebooking may require full cancellation of the original reservation before a new booking can be made. This may result in cancellation fees, as outlined by the individual Provider’s terms and conditions. In addition, HHM reserves the right to charge an administrative fee of £20 for each rebooking, date change, or cancellation request. This fee is separate from any penalties imposed by the Provider.

Cancellation Policy
Cancellations made more than sixty (28) days prior to the scheduled arrival date will be refunded in full, minus any payment processing fees.
Cancellations made within sixty (28) days of arrival will result in the loss of the full advance payment and any reservation deposit.
No refunds are issued for no-shows, early departures, or shortened stays.
All cancellations must be submitted in writing to be valid. The effective date of cancellation is the date on which HHM receives written notification from the Guest.

Travel Insurance Recommendation
We strongly advise all Guests to take out comprehensive travel insurance that includes coverage for cancellations, unexpected changes in travel plans, and medical emergencies. This helps to avoid the financial burden of cancellation penalties in the event of unforeseen circumstances.

6. Guest Responsibilities
During their stay, Guests are expected to treat the property and its contents with care and respect. Any damage, breakages, or issues must be reported immediately to the designated host or property manager, whose contact details will be provided in the key collection or check-in information.

Guests are also responsible for complying with any house rules or policies provided by the host or HHM, including check-in/check-out times, maximum occupancy, pet restrictions, and noise policies. Failure to adhere to these rules may result in additional charges or, in severe cases, termination of the stay without refund.

Insurance
HHM strongly recommends that all Guests take out appropriate travel insurance. This should include coverage for trip cancellations, travel delays, health emergencies, lost luggage, and damage to property or third-party liability. Neither HHM nor the Provider will be held liable for any losses, medical expenses, or travel disruptions experienced by the Guest during their trip.

Complaints During Your Stay
If you encounter any issues during your stay, such as problems locating the property, dissatisfaction with the condition of the accommodation, or unexpected disruptions, it is essential to notify the host or property manager immediately so they have the opportunity to resolve the issue locally and in real time.

The host should also be contacted for minor matters such as appliance breakdowns, lost keys, or clarification on using facilities. Prompt communication allows the Provider to address and potentially rectify any concerns before they escalate.

Post-Stay Complaints
If your concern was not resolved during your stay and you wish to submit a formal complaint, this must be done in writing to HHM within a reasonable time frame following the end of your booking (statutory periods may apply). HHM will act as an intermediary between the Guest and the Provider and will forward your complaint accordingly.

Please note: if you did not report the issue during your stay and give the Provider the opportunity to remedy it, your complaint may not be considered valid, and compensation may not be offered.

HHM has no authority to make binding decisions on behalf of Providers and does not accept liability for the outcome of disputes between Guests and Providers. Upon request, HHM can provide the contact details of the Provider for direct communication.

7. Legal Framework, Data Protection & Force Majeure

Jurisdiction
These Terms & Conditions, and any disputes arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of Portugal. By booking through HHM, both the Guest and the Provider agree to submit to the exclusive jurisdiction of the Portuguese courts.

Data Protection (GDPR Compliance)
HHM is fully compliant with the General Data Protection Regulation (GDPR). When you make an enquiry or booking, we collect and process personal data such as your name, contact details, travel dates, and preferences, solely for the purpose of managing your reservation and providing customer support.

Your data may be shared with the relevant Providers (e.g., accommodation hosts, transfer companies) strictly as needed to facilitate your booking. We will never sell or disclose your information to unrelated third parties. For full details on how your data is handled, please refer to our Privacy Policy.

You have the right to access, correct, or request deletion of your data at any time by contacting us at enquiry@holidayhomemadeira.com.

Force Majeure
Neither HHM nor the Provider shall be held liable for any failure to fulfil their obligations under these Terms & Conditions due to causes beyond their reasonable control, including but not limited to: natural disasters, acts of government or authorities, pandemics, war, terrorism, civil unrest, extreme weather conditions, airline or transportation strikes, or other unforeseeable events.

In such circumstances, HHM will make every effort to support the Guest in finding a suitable alternative, but cannot guarantee a refund or compensation. Guests are strongly advised to have adequate travel insurance in place that covers such events.