Last updated: 12 August 2026
- General
These Terms & Conditions govern bookings and services provided by VM TRAVEL – Agência de Turismo, Lda, a travel agency registered in Portugal under RNAVT 6014.
Website: www.vmtravel.pt
Email: info@vmtravel.pt
Address: Rua dos Altos, 75 – 1º, Dtº. Tras – 4470-235 MAIA – Portugal
By requesting or booking a service with VM Travel, the customer acknowledges and accepts these Terms & Conditions.
- Services
VM Travel provides transportation and travel-related services, including airport transfers, private transfers, chauffeur services, private tours, long-distance transfers, cruise terminal transfers and tailor-made travel services.
The exact service, route, date, time, number of passengers, luggage requirements and other relevant details are those specified and confirmed in the booking.
- Booking Requests and Confirmation
A booking request does not automatically constitute a confirmed reservation.
Bookings are subject to availability and are confirmed by VM Travel after the necessary service details and availability have been verified.
The customer is responsible for providing complete and accurate information when making a booking, including pick-up and destination details, dates, times, contact information, number of passengers, luggage and, where applicable, flight information.
A booking is considered confirmed when the customer receives confirmation from VM Travel.
- Prices
Prices confirmed by VM Travel are fixed for the service described in the booking, unless the customer subsequently requests changes that affect the service.
The confirmed price is based on the information supplied at the time of booking, including route, date, time, number of passengers, luggage and any additional services requested.
Additional stops, significant route changes, additional waiting time not covered by the booked service, or other changes requested by the customer may result in additional charges.
- Payment
Available payment methods may vary according to the booking and may include electronic payment methods or bank transfer.
Where payment is requested before final confirmation or performance of the service, the booking may remain pending until the required payment has been received or successfully confirmed.
Any payment instructions and deadlines communicated by VM Travel form part of the booking conditions.
- Cancellations
Customers may cancel a confirmed booking free of charge up to 24 hours before the scheduled pick-up time.
Cancellations made less than 24 hours before the scheduled pick-up time may be charged at 100% of the total booking value.
To cancel a booking, the customer should contact VM Travel using the contact details provided in the booking confirmation.
Where a refund is due, it will normally be made using the same payment method used for the original transaction, where technically possible.
- Booking Changes
Requests to change a booking are subject to availability.
Changes to the date, time, route, number of passengers, luggage requirements, vehicle requirements or other material booking details may result in a revised price.
VM Travel will inform the customer if a requested change affects availability or price before confirming the modification.
- Airport Pick-ups and Flight Information
For airport transfer services, customers must provide accurate flight information where requested.
VM Travel may monitor the scheduled or actual arrival time of the flight in order to coordinate the pick-up.
Flight monitoring does not remove the customer’s responsibility to provide correct flight details and to inform VM Travel of any relevant changes known to the customer.
For airport arrivals, the agreed waiting period is calculated in accordance with the confirmed booking and the actual circumstances of the flight arrival.
Unless otherwise agreed, the driver will wait for up to one hour after the relevant arrival/pick-up time. After this period, if the passenger cannot be contacted or does not appear at the agreed meeting point, the booking may be treated as a No-Show.
- No-Show
A No-Show may occur when the passenger does not appear at the agreed pick-up location within the applicable waiting period and cannot be contacted using the contact information provided in the booking.
A No-Show may be charged at 100% of the booking value and no refund may be due.
Customers should contact VM Travel as soon as possible if they experience difficulties reaching the agreed meeting point.
- Passengers and Luggage
The customer must provide the correct number of passengers and an accurate indication of the amount and type of luggage when making the booking.
The selected or recommended vehicle is based on the information provided by the customer.
VM Travel cannot guarantee transportation of passengers or luggage exceeding the capacity of the booked vehicle.
If the information supplied is incorrect and a larger or additional vehicle is required, additional charges may apply and the requested service will be subject to availability.
- Children and Child Seats
Customers travelling with children must provide the relevant information when making the booking and request any required child or booster seats.
Child and booster seats may be subject to an additional charge where indicated during the booking process or in the booking confirmation.
The customer is responsible for providing accurate information regarding the children travelling so that appropriate arrangements can be made.
- Vehicles
VM Travel will make reasonable efforts to provide the vehicle or vehicle category indicated in the booking.
Where necessary for operational, safety or availability reasons, VM Travel may provide a different vehicle of an equivalent or higher suitable category, provided that it can safely accommodate the confirmed number of passengers and luggage.
Specific vehicle models cannot be guaranteed unless expressly confirmed as an essential part of the booking.
- Pick-up Times and Delays
Customers should be ready at the agreed pick-up location at the confirmed time.
VM Travel will make reasonable efforts to perform services according to the confirmed schedule.
However, journey times may be affected by circumstances outside VM Travel’s reasonable control, including traffic conditions, road closures, accidents, weather, public events, strikes or other exceptional circumstances.
Customers are responsible for allowing sufficient time when booking transportation for flights, trains, cruises, appointments or other time-sensitive connections.
- Customer Conduct and Safety
Passengers must behave in a manner that does not endanger the driver, other passengers, the vehicle or third parties.
VM Travel or the driver may refuse or discontinue transportation where a passenger’s behaviour creates a safety risk, is abusive or threatening, or may cause significant damage to the vehicle.
Passengers are responsible for damage caused by their deliberate or negligent actions and may be charged for reasonable cleaning or repair costs resulting from such damage.
- Personal Belongings
Customers are responsible for their personal belongings and luggage.
Passengers should check that they have collected all belongings before leaving the vehicle.
VM Travel should be contacted as soon as possible regarding property believed to have been left in a vehicle. While reasonable efforts may be made to locate and return lost property, recovery cannot be guaranteed.
- Service Providers
Where necessary for the performance of a booking, VM Travel may use appropriately authorised drivers, transport operators or other service providers.
The use of such providers does not alter the service details confirmed to the customer.
- Liability
VM Travel will provide its services with reasonable care and professionalism.
VM Travel is not responsible for delays, disruption or failure to perform caused by circumstances beyond its reasonable control, including severe weather, road closures, accidents, major traffic disruption, strikes, public authority measures or other events that could not reasonably have been prevented.
Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation is prohibited by applicable law.
- Complaints
If a customer experiences a problem with a service, VM Travel should be informed as soon as reasonably possible so that an opportunity is provided to investigate and, where possible, resolve the matter.
Complaints may be submitted using the contact details provided on the website or booking documentation.
- Personal Data
Personal data is processed in accordance with VM Travel’s Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation (GDPR).
Customers should consult the Privacy Policy available on the VM Travel website for further information.
- Applicable Law
These Terms & Conditions are governed by Portuguese law.
Any mandatory consumer rights and protections applicable under Portuguese and European Union law remain unaffected.
- Changes to These Terms & Conditions
VM Travel may update these Terms & Conditions when necessary to reflect changes to its services, operational procedures or applicable legal requirements.
The version applicable to a booking will normally be the version in effect when that booking is made, unless a change is required by law.
- Contact
For questions regarding these Terms & Conditions or a booking, please contact:
VM TRAVEL – Agência de Turismo, Lda
RNAVT 6014
Website: www.vmtravel.pt
Email: info@vmtravel.pt
Address: Rua dos Altos, 75 – 1º, Dtº. Tras – 4470-235 MAIA – Portugal