Cancellation, Modification & Refund Policy
Commitment to Service At This is Madeira Island, we understand that travel plans can change. This policy outlines the comprehensive steps for managing your car rental reservation. We strive to be transparent, helpful, and fair in our approach, ensuring you have all the necessary information for a smooth journey.
1. Reservation Modifications
We understand that itineraries evolve. If you need to adjust your booking, we are here to assist.
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Procedure: To modify your reservation (e.g., change of dates, times, pick-up location, or vehicle category), please contact our Customer Service Team via the email addresses provided below or via the phone number listed in your booking confirmation.
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Extensions: If you are already in Madeira and wish to extend your rental, please notify us via email at least 12 hours in advance so we can secure the vehicle for you.
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Availability: We will make every reasonable effort to accommodate your request, subject to current fleet availability.
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Rate Adjustments: Please note that changes to the rental period, season, or vehicle type may result in a rate adjustment based on current pricing.
2. Flight Details and Pick-Up Protocols
To ensure a seamless handover at the airport, we request that customers provide valid flight numbers when booking.
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Delays: If your flight is delayed, please notify us immediately using the contact number in your booking confirmation. While we monitor flight schedules, direct communication ensures our team is ready for your arrival.
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Documentation: Upon pick-up, the main driver must present a valid driver’s license and the identification used during the booking process.
3. Vehicle Categories
Our goal is to provide the specific vehicle you selected. However, strictly due to logistical reasons or fleet maintenance, This is Madeira Island reserves the right to provide a vehicle of a similar or higher category (upgrade) at no additional cost to you. This ensures your travel plans remain uninterrupted regardless of fleet logistics.
4. Rental Duration and Early Returns
Your rental agreement covers the specific dates and times confirmed in your booking.
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24-Hour Billing Cycles: Rental charges are calculated in 24-hour cycles. A grace period is generally allowed for returns, but significant delays in returning the vehicle without prior notice may result in an additional day’s charge.
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Early Returns: If you choose to return the vehicle earlier than the date/time specified in your rental agreement (due to change of plans, early flight, etc.), please note that no refunds will be issued for the unused days. The vehicle was reserved exclusively for your use for the full duration, preventing other bookings during that period.
5. Booking Confirmation and Cancellation Terms
By confirming a reservation with This is Madeira Island, you are securing a specific vehicle allocation for your selected dates.
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Reservation Guarantee: The advance payment made acts as a binding guarantee. It removes that vehicle from our available inventory to ensure it is ready for your specific arrival.
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Cancellation Policy: Due to the high demand and logistical constraints of island car rentals, all advance payments/booking deposits are non-refundable. This policy applies regardless of the timing of the cancellation or the reason (including personal reasons, travel disruptions, or itinerary changes). The deposit covers the administrative costs and the opportunity cost of holding the vehicle.
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No-Shows: Failure to arrive at the agreed date and time without prior notice will be considered a “No-Show,” and the reservation may be released. The advance payment is retained in these instances.
6. Exceptional Circumstances (Force Majeure)
In the rare event of circumstances strictly beyond our control—such as natural disasters, significant civil unrest, or other events classified globally as “force majeure”—This is Madeira Island reserves the right to modify or cancel reservations without prior notice. In such unique cases, we will make every reasonable effort to notify affected customers promptly. While the standard non-refundable policy generally applies, we review force majeure situations on a case-by-case basis.
7. Customer Support & Assistance
We are here to help! If you have any questions or need further clarification regarding these terms, please do not hesitate to contact us.
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Contact Methods: You may reach us via the email addresses below or by calling the dedicated phone number provided in your Booking Confirmation email.
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Email: ricardo@thisismadeiraisland.com or support@thisismadeiraisland.com
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Business Hours: 9:00 am – 6:00 pm
