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Terms & Conditions of the holiday villa Casa do Lago.

Consumer Arbitrage

1. Making your booking

Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered or incurred by you.

Once the completed Booking Form and the payment of the Initial Deposit have been received and accepted by us, we will issue you with our written confirmation and booking deposit receipt.  The contract between us will only be formed when we send you our written confirmation and is subject to these terms and conditions.  We reserve the right to refuse any booking prior to the issue of our written confirmation.  If we do this we will promptly refund any money you have paid to us. Any information or conditions set out in booking offer documents (including email), or indicated on our website, also form part of the agreement. 

You should carefully check the details of our written confirmation and inform us immediately of any errors or omissions.


2.  Paying for your booking

a) You are required to send to us your payment for the balance of the Rental and the Security Deposit at least eight weeks prior to the Arrival Date as set out in our written confirmation.  If you fail to make a payment due to us in full and on time we may treat your booking as cancelled by you. 

b) We will hold the Security Deposit to be applied against the reasonable cleaning and/or replacement of the property, furnishings, fixtures, fittings and effects.  We will return the Security Deposit to you within 7 days, of the return of the keys to us, less any deductions in accordance with the conditions listed above.


3.  If you cancel or amend your booking

If you need to cancel or amend your booking you must telephone to the property owner, on the number shown on our written confirmation as soon as possible. You will also be required to confirm your cancellation in writing or by email to the addresses shown on our written confirmation.  A cancellation will not take effect until we receive written confirmation from you.

If you cancel your booking more than eight weeks prior to the Arrival Date, we will retain the Initial Deposit and refund the balance of any money you have paid to us.  

a) If you cancel your booking less than eight weeks prior to the Arrival Date, we reserve the right to retain the Initial Deposit and the Rental, and refund the balance of any money you have paid to us.  In these circumstances we will refund the Rental (less any additional costs you incurred), if we are able to secure an alternative booking for the Property. 

b) Alternatively, when sending your written cancellation, you can choose to be refund by our following table fee for cancelled reservations:  

Period before arrival date within written cancellation is received by us More than 56 days Deposit Only 

31 - 56 days 50% 

30 days or less 90% 

For your peace of mind, we recommend that you purchase trip cancellation insurance


4.  If we cancel or amend your booking

We would not expect to have to make any changes to your booking, but sometimes problems occur and we do have to make alterations or, very occasionally cancel bookings.  If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your booking and, if it is necessary to cancel your booking, we will refund the balance of any money you have paid us.


5. Your accommodation

You can arrive at your accommodation after 16.00 hours on the Arrival Date of your holiday and you must leave by 10.00 hours on the Departure Date. If your arrival will be delayed, you must contact the person whose details are given on our booking confirmation so that alternative arrangements can be made. If you fail to do so you may not be able to gain access to the Property. If you fail to arrive by midday on the day after the Arrival Date and you do not advise the contact of your anticipated late arrival we may treat the booking as having been cancelled by you.

6.   Your obligations

You agree to comply with the Regulations attached to these terms and conditions and any other regulations reasonably made from time to time and ensure that they are observed by all members of your party. You agree to keep and leave the Property and the furnishings, kitchen equipment, crockery, glasses, clean 

and in good condition. You agree not to cause any damage to the walls, floor, doors, windows, fittings or equipments of the Property.

You agree not to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighbouring properties.  As such, we reserve the right to ask you to leave the property at any time should your behaviour be such that we feel we can no longer accommodate 

you.  In this circumstance, we will offer no refunds nor be responsible for any nights lost accommodation or expenses incurred.  We will also hold you and members of your party jointly responsible for any damage to the property, together with legal costs incurred pursuing the claim. 

You agree to take all necessary steps to safeguard your personal property. No liability to you is accepted in respect of damage to or loss of such property, except where the damage or loss is caused by our negligence. You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance 

(including evacuation and repatriation coverage).

You cannot allow more people to stay in the Property than expressly authorised, nor can you significantly change the makeup of the party during your stay in the Property, nor can you take your pet into the Property unless it has been arranged in advance and it is shown on your confirmation. If you do so, we can refuse to hand over the Property to you, or can require you to leave it. We will treat any of these circumstances as a cancellation of the booking by you. You agree to allow us, or any representative of ours access at any reasonable time during your stay for the purpose of essential repairs and pool and garden maintenance. Pool and playground- Activities around the pool and children’s playground must be appropriately supervised, particularly where children are staying at the property.  The pool has steps from the poolside leading into the pool.


7. Complaints

Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible. It is essential that you contact us if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. Discussion of any criticisms with us whilst you are in residence will usually enable shortcomings to be rectified straightaway. In particular, complaints of a transient nature (for example, regarding preparation or heating of the Property) cannot possibly be investigated unless registered whilst you are in residence.

There may be occasions when facilities are out of order or not available due, for example repair purposes. We cannot accept any liability because of that. If any complaint cannot be resolved during your holiday, you must write to us with full details within 21 days of the end of it.


8. Our liability

Our maximum liability for losses you suffer as a result of us acting in breach of these terms and conditions is strictly limited to €500 per person, and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.  This does not include or limit in any way our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation; or for any matter for which it would be illegal for us to exclude, or attempt to exclude, our responsibilities.



Consumer Arbitrage:            

Conflict resolution:

Under the terms of Law no. 144/2015, of September 8, it is informed that, in the event of a dispute regarding the supply of goods, the consumer (natural person when acting for purposes that are not included in the scope of his activity commercial, industrial, craft or professional) may resort to an Alternative Dispute Resolution Body.

The competent entities for this purpose are:

National Centre of Information and Arbitration of Consumer Conflicts 

For more information consult the Consumer Portal

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