General Conditions

All content on this website is exclusive property of “OnTravel DMC, Unip. LDA” company and is protected by the Copyright Code. Any reproduction is forbidden. OnTravel company reserves the right to change the contents under no obligation to make any prior communication to the users. By booking on you are accepting the general conditions here described below.


  1. Airport Transfers
  2. Tours & Activities
  3. Children Policy – Tours
  4. Weather Conditions
  5. Car Rental
  6. Bookings & Availability
  7. Payments & Security
  8. Products Descriptions 
  9. Gift Voucher – OnTravel
  10. Cancellation Policy 
  11. Information & Obligations

1 – Airport Transfers

1.1 – Your airport transfer will always be made according with your booking;

1.2 – Baby seats or child seats must be requested when booking;

1.3 – If the flight is delayed there´s no need to worry. We always track the flight until you arrive;

1.4 – The driver will meet you at the arrivals area holding a board with the name provided on the booking and will offer you one envelop with local information and a map;

1.5 – Departure transfer should be scheduled 02 hours before the flight and according with your hotel distance;

1.6 – On Travel company is not responsible in case you miss the flight;

1.7 – Baby seats, child Seats and extra luggage not booked previously will be charged with extra of 50% during the airport transfer;

1.8 – Changes or reschedule are allowed and can be made by email or by phone until 72 hours before the service by giving the booking number;

2 – Tours & Activities

2.1 – All prices are for services with start in the main city center of each island and will be made in vehicles shared with other customers;

2.2 – All tours and activities require a minimum of two participants in order to be made and confirmed. If we don’t get the minimum passengers required, tour or activity will be re-scheduled according to the customer or will be refunded in the same way the payment has been received;

2.3 – All tours and activities has an official guide in Portuguese or English;

2.4 – All tours and activities includes hotel pick-up from the main city center of each island. The meeting point is at your hotel reception at the specified starting time of each tour or activity. A tolerance until 10 minutes should be given until the driver/guide arrive.

2.5 – Extra fee of 5,00 € per person is applied for hotels outside the city center until 5 KM. Others distances will be based on pick-ups services;

2.6 – The customer should be at the hotel reception 10 minutes before the pre-set time and must have a booking copy in electronic device. The NO-SHOW at the pre-set time will allow the continuity of the tour without the customer and without the right of being refunded;

2.7 – To avoid delayed our guides and drivers will not wait more than 05 minutes at the meeting point;

2.8 – Our tours and activities only include what is specified in each product. Extras not mentioned are not included;

2.9 – We reserve the right to refuse transportation of people who present themselves under the influence of alcohol, drugs, sickness, poor personal hygiene, or that can influence the performance of the activity and upset others customers;

2.10 – Customers must respect the timetables and the instructions given by the driver/guide under penalty of being dismissed from any tour or activity;

2.11 – OnTravel company is not responsible for any lost or any forgotten objects outside of our vehicles;

2.12 – Is not allowed to smoke, eat or drink in our vehicles;

2.13 – Changes or reschedules are allowed and can be made by email or by phone until 72 hours before the service by giving the booking number.

3 – Children Policy – Tours

3.1 – Until 02 years old are free. From 03 to 10 years old has 50% discount.

4 – Weather Conditions

4.1 – Under no circumstances OnTravel company may be responsible for the non-visibility of any point of interest due the weather conditions;

4.2 – All the activities and tours are subject to weather conditions and may be changed, may be reschedule or may be canceled whenever the meteorological conditions do not allow safety conditions;

4.3 – All the activities and tours will only be cancelled with orange or red warning for rain;

4.4 – In case of cancellation due the weather, tour or activity will be rescheduled and will only be made refunds to the customers who travel in the day after by showing airplane ticket, being the unique plausible justification for refund.

5 – Car Rental

5.1 – All prices includes unlimited mileage/kilometers, all taxes and fees has mentioned in each product;

5.2 – Full insurance is included. Excess cover or deposit in credit card is not required;

5.3 – Tires and wheels are not covered if they get irreparable;

5.4 – Driver is fully responsible for all damages in any accident considered guilty due the non-accomplished of the driving rules;

5.5 – We do not guarantee brands and models of the selected vehicle, but the same or similar;

5.6 – 01 Day rent is 24 hours starting from the pick-up time;

5.7 – Free pick-ups and drop-off between 08H30/18H30 in Funchal city center or at the airport;

5.8 – When booking is made and paid we will inform you how to proceed to pick-up the vehicle;

5.9 – All car rental bookings are subject to availability;

5.10 – Changes or reschedule are not allowed.

6 – Bookings & Availability

6.1 – All bookings will be confirmed by email and only after the payment has been received;

6.2 – If you do not received a booking copy or the confirmation please check your “SPAM” mailbox or contact us by phone or by email;

6.3 – When booking is made, customer must complete all the required fields on the form;

6.4 – All bookings are subject to availability and to a minimum of 02 participants, except airport transfers, pick-up services and private services;

6.5 – Unpaid bookings will be canceled after 7 days;

6.6 – OnTravel company reserves the right to cancel and refund any booking in case of overbooking;

6.7 – If you detect any issue when booking , please contact us immediately.

7 – Payments

7.1 – Payment should be made through the available payments gateways such as credit card, paypal, bank transfer or Multibanco (Available to customer of Portuguese Banks);

7.2 – When payments are made by “Multibanco” or “MBWAY”, your will find the name “IFTHENPAY LDA” in your bank statement, being a broker who process the payment to OnTravel company;

7.3 – We use a SSL certificate in our platform to protect all your data. Is totally safe to use your credit card in our website or submit any other personal information;

7.4 – For invoice purposes, please fulfill the VAT number and all the details before submitting the booking. We have an automatic invoicing system and is not possible to change it after the payment;

7.5 – Direct payment isn’t available to avoid NO-SHOWS;

7.6 – All prices include VAT;

7.7 – If you detect any issue when paying, please contact us immediately;

8 – Products Descriptions

8.1 – We take all the precautions to ensure that all details, descriptions and prices of products displayed on the website are correct and up to date. However, we reserve the right to refuse bookings for which the product information has been incorrectly published, including prices, promotions or availability;

8.2 – OnTravel company may modify prices and conditions of sale without prior notice;

8.3 – If there is any issue with your booking, you will be contacted immediately.

9 – Gift Voucher – OnTravel

9.1 – The voucher is valid for 12 months (365 days) from the date of issue;

9.2 – The voucher can only be used at our website or at the OnTravel office;

9.3 – The voucher is valid only for products and services on our website and its use depends entirely on the general conditions here described;

9.4 – The voucher is non-refundable.

10 – Cancellation Policy & Refunds

10.1 – Cancellation from the moment of booking until 07 days before the booking date will be charged 10%;

10.2 – Cancellation between 06 and 03 days before the booking date will be charged 50%;

10.3 – Cancellation with 02 days or less before the booking date is non-refundable or changeable;

10.4 – Any refund will be made in the same way that has been paid, except “Multibanco” and “MBWAY” that will be by bank transfer;

10.5 – Payments made by paypal, in any case, the “Paypal transaction fee” is non-refundable;

10.6 – Cancellations due to preventive isolation or positive cases of SARS-COV-2 (COVID-19), will be refunded by voucher allowing the use of the respective amount within one year (365 days), as long as proven by an official document issued by an official test center or lab. Any attempted of fraud, the paid amount will not be refunded, and will be reported to the authorities;

10.7 – Cancellations and refund due external events unrelated to OnTravel company, caused by third parties or by extreme conditions and not covered by insurance companies, such as hurricanes, earthquakes, pandemics or epidemics, will be analyzed on a case-by-case basis and with local government.

11 – Information & Obligations

11.1 – OnTravel DMC company is fully licensed as a travel agency by the national tourism authority “Turismo de Portugal” with number “RNAVT 6421” and as a ground transportation company by the Department of Transport with the number “T.P.R.P. Nº 34/2018”;

11.2 – During any service provided by OnTravel company our customers are protected and insured according to Portuguese law;

11.3 – OnTravel company provides a legal complaint online portal and a physic complaint book in our office;

11.4 – OnTravel company follows a quality guideline being our employees fully certified and professionals;

11.5 – On Travel company is committed to offer an excellent level of service and customer care following the ethics of the company;

11.6 – OnTravel company will always be at your disposal by phone or email for any questions that you may have.

Last Update: 05 July 2021