Terms & Conditions EIXOS & MILHAS

1. DEFINITIONS

E&M is a commercial company limited by shares under current Portuguese law, with the Tax Identification Number 510784623.

“Client” means the person who pays for the Booking or contracts our services.

“Passengers” means all passengers whose names appear, or do not appear, on the Booking or Contract.

“Booking Holder” is the passenger whose name appears first on the Booking and who is responsible for the purchase/booking.

“Mr”, ‘You’, ‘Customer’ means any passenger whose name appears on the Booking.

“E&M” is the professional services company of a travel agency, which includes transfers, chauffeur-driven journeys, a car at your disposal, tours and premium services.

“Booking” means the booking of transfer services (airport or door-to-door), chauffeur services, tours and premium services with us.

“Airport transfer service, door-to-door transfer service, chauffeur service, vehicle at your disposal and personalized tour service” means any service provided by us for the transport of passengers, in cities and intercities, nationally; regarding passenger transport services with chauffeur, vehicle at your disposal and airport transfers, also in Spanish territory (to and from Vigo, Madrid and Seville airports) as well as personalized tour services on request and includes any other occasional or related service still provided by us.

“Premium services” are services contracted under special and personalized conditions upon request.

“Transfer Voucher”, ‘Booking Receipt’, ‘Voucher’ is the written confirmation of the Booking that we will send to you by e-mail.

“Agreement” means the Booking and these Terms and any other terms and conditions applicable to the Booking.

“Terms” means these terms and conditions.

“Website”, ‘Websites’ refers to the online page eixos-e-milhas.pt or to any other website operated by us.

“Customer support” means support via e-mail - geral@eixos-e-milhas.pt .

2. WHAT WE DO

We provide services:

•  Airport transfers: transportation of passengers in light vehicles with up to 8 seats to and from airports in Portugal and Spain to and from Vigo, Madrid and Seville airports; passenger transportation services with more than 8 seats to other airports in Spain can be arranged on request.

•  Door-to-door transfers and intercity transfers: transportation of passengers in light vehicles with up to 8 seats point-to-point and between cities, within national territory; door-to-door and intercity passenger transportation services with more than 8 seats can be carried out on request.

•  Chauffeur services and vehicles available: planned according to the client's needs in vehicles with up to 8 seats and covering national and Spanish territory; chauffeur services and vehicles available for more than 8 seats can be provided on request.

•  Personalized tours: personalized tours on request.

•  Premium services: personalized transport services contracted under special conditions and on request.

We can be reached at (+351) 964 626 359 or (+351) 916 570 165 and we operate through the following website eixos-e-milhas.pt.

To provide our services, we are on the market as a Travel Agency that carries out professional work in the transportation of people (transfers) or as an agent with the capacity to offer tourism services, holding the appropriate licenses and authorizations required by the national legislation that regulates this activity, RNAVT nº 5779, with the Safe & Clean seal (Turismo de Portugal).

Through its website, E&M offers transfer and tour management services for individuals and groups.

Before requesting a service offered on our website, you must ensure that you have read and understood these terms, as they will govern subsequent Contracts. By making a booking, you confirm that you have read these terms and have the legal capacity to accept them on behalf of yourself and all passengers.

3. ONLINE BOOKING PROCEDURE

The person making the Reservation must be 18 years of age or older, and be responsible for following the online booking process, ensuring that all data is filled in correctly and completely until full payment is made.

When entering into a Contract with Eixos & Milhas, Unipessoal, Lda, the Company will carry out the necessary formalities to organize the services requested.

The contract becomes legally binding only after you receive your transfer voucher by e-mail.

Reservations must be made up to 24 hours in advance of the day and time chosen for the services.

You must acknowledge receipt of all notifications we send you. However, in the event that you do not acknowledge receipt of an e-mail, the records on our e-mail server will serve as proof of receipt.

Transfer Vouchers must be printed out and presented to the driver for inspection. In the event that the Booking Holder fails to present the Voucher, this may result in the Transfer Service not being provided.

Under Portuguese law, minors may not purchase our services, and parents, legal guardians or other persons responsible for them must contact us immediately if a minor makes a reservation for a service, so that we can cancel the respective registration.

Minors may travel with us only in the company of their legal guardians, and it is at the company's discretion to refuse to transport minors if there is any suspicion of illegality.

4. PAYMENT

We accept the most commonly used payment methods, including credit cards, debit cards and PayPal, under the terms of the store on our website.

Prices are charged in euros, calculated per km and depending on the type of service chosen, and the customer should go to the website store to contract our services.

5. RULES APPLICABLE TO SERVICES

The Transfer Voucher includes the address of the destination/collection you have requested and the address of your accommodation, and the company is not responsible for fulfilling the contract if the data is inaccurate, with no right to a refund of the amount paid.

Transfer services have rules about how long the driver has to wait; if this time is exceeded, there will be a waiting fee:

• On flight arrivals: the driver's waiting time will be 60 minutes;

• For arrivals at train and bus stations, the driver's waiting time will be 30 minutes;

• Sendo o ponto de partida uma residência ou hotel, o tempo de espera será de 15 minutos.

Delays to flights or trains must be reported immediately to E&M so that the service can be carried out as contracted; if no notice is given, the customer cannot claim a refund of the payment made, which will be retained by the company as damages.

In the event of flight cancellations, the client must immediately notify E&M by telephone, so that the driver is immediately notified and a new time and/or date is scheduled for the contracted services.

Any changes to these or other details must be notified in good time, 48 hours before the date of travel, by sending an e-mail to geral@eixos-e-milhas.pt; if no notice is given of any changes, no refund will be due.

The customer is responsible for any increase in the cost of the service as a result of the requested change, as well as the addition of stops and the lengthening of routes, which may be requested from the driver at the time of the service.

It is also important to note that, in the case of airport transfer services, it is not the company's responsibility to know the time at which the customer should leave their accommodation, hotel or home, the customer has a duty to accurately inform them of their location, address or full address and preferably quoting a reference for ease of location.

6. CANCELLATIONS MADE BY YOU

Cancellation of any Contract must be made in writing, by e-mail to our Customer Service Department geral@eixos-e-milhas.pt .

You can cancel Transfer Services separately or cancel an entire Booking; if we receive your cancellation request more than 48 hours before the scheduled pick-up time for the contracted Transfer Service, the amount paid for the respective Transfer will be refunded in full.

If you have to cancel after 48 hours before the time of transportation until the agreed time, you will be refunded 50% of the total agreed price if duly justified.

No refunds will be given for cancellations made less than 24 hours before the scheduled time of the Transfer Service you wish to cancel.

7. LAST MINUTE BOOKINGS

Reservations must be made within 24 hours of the time and date of the chosen service, but in exceptional situations and upon request of availability and budget, E&M may agree to carry out the service.

8. CHILD/BABY SEATS

Local and national laws regarding the use of child and baby seats vary from country to country. However, all transfer operators will act in accordance with the legislation in force. If you are making a private reservation, child/baby seats for those under 12 must be used for safety reasons. When making your reservation, you will be given the opportunity to reserve child/baby seats.

The company accepts no responsibility for the non-use of child/baby seats, the non-use of safety restraints or their incorrect use.

If you wish to bring your own child seat, and have hired a private transfer, we must be informed before the trip. This is to ensure that the vehicle provided can accommodate the seat. Group services are usually carried out in vans.

9. PRICE FOR CHILDREN

All children and infants count towards vehicle occupancy, regardless of age, and must therefore be included in the total number of passengers when booking.

10. WHEELCHAIRS AND RESERVATIONS FOR DISABLED PASSENGERS

As for transfer services for disabled passengers using our services, as we are not a company specializing in transport for people with motor disabilities, they must be able to get into the vehicle on their own or with the help of someone in their group. We only transport folding wheelchairs.

11. ADDITIONAL STOP

You have the option of requesting additional stops, in case you need to pick up or drop off keys, for food shopping or if your group is split up and has more than one accommodation address, among other reasons, the driver will charge you for the extra time.

12. TRAVEL INSURANCE

We recommend that you take out travel insurance that suits your needs. Read the contract in detail and print out the documentation to take with you when you travel. Comprehensive travel insurance will protect you from countless eventualities that are beyond our control.

However, our vehicles are duly insured for the purpose of passenger and tourist transportation, and are insured by E&M Lda for its entire structure and clients.

13. OUR RESPONSIBILITY

If we fail to comply with these Terms, we will be liable for loss and damage suffered by you as a foreseeable consequence of our breach of these Terms or our negligence, and only up to the amount of the fee you have paid. We will not be liable for any loss or damage that is neither foreseeable nor consequential. We will not be liable for breaches which are not directly attributable to us, which have been produced by accident, force majeure, or following legal or administrative requirements.

We will not be liable for incidents that may occur during the provision of the service, such as illness, personal injury or death, unless caused by our negligence.

This means that, subject to these terms, we may accept liability if, for example, you suffer personal injury or death, if your Transfer Service has not been provided as agreed or if it proves to be deficient as a result of fault on the part of us, our employees or collaborators - if you wish to make a claim, please note that it is your responsibility to prove that reasonable skill and care was not exercised in providing the contracted service.

Nothing in these Terms and Conditions excludes or limits: a) our liability to you for any death or personal injury resulting from our negligence; b) any other legal right as a consumer which cannot be excluded or limited.

14. FORCE MAJEURE

We shall not be liable and shall not pay any compensation where the performance of our obligations is prevented or affected, directly or indirectly or as a result of force majeure events or any circumstances beyond our control, including, but not limited to, extreme weather conditions, natural disasters, acts of terrorism, accidents suffered by third parties en route to the transfer, police control, unusual levels of traffic.

15. CONTACT

Any contact regarding changes to booking information should be made by e-mail, through our website or even by telephone.

In the event of unavoidable changes to the contract, we will send you an e-mail to the address provided by you at the time of the Booking, and the sending of this e-mail will be deemed to have been received by you. The same system applies to all other advisory emails that we may send you. It is therefore essential that you check that the email address you have given us is correct and that you see your new emails by the time of the Transfer Service.

If your arrival flight is delayed or has been diverted to a different airport, station or port, we will reschedule the Transfer Service and pick you up at the new arrival time, depending on availability. If there is no availability, you will be refunded 50% of the amount paid. We apply the IATA definition of flight delays for the purposes of these terms.

If for any reason you are not at the collection point within a reasonable period of time after the collection time marked on your Voucher, the Carrier or our Customer Service team will try to contact you on the cell phone number you have provided.

If it is not possible to reach you because you did not provide a working cell phone number at the time of booking, because you have a weak or non-existent connection or network, because there is no signal, because the voice messaging service has been disabled or because you did not answer the call, the service will not be provided, E&M will be immediately relieved of its obligations and will not be entitled to any refund.

16. TRANSPORT SERVICES - ADDITIONAL RULES

Drivers must be at the pick-up point 5 minutes before the scheduled time; at airports, on the arrivals side, there will be an E&M representative with a sign bearing the client's name.

In the event that you are unable to locate the driver of your private transfer, it is the customer's responsibility to contact us by telephone. If you do not call the E&M number, we will not be able to provide you with the service and there will be no refund. If the driver of your transfer is unable to locate you, a member of our customer service team will call the cell phone number provided in the reservation.

17. BAGGAGE ALLOWANCE / CAPACITY

For transfer services, each passenger is entitled to 1 bag or suitcase and a carry-on bag, such as handbags and small backpacks. All pieces of luggage must be securely labeled with the owner's name and destination address. We will not be held responsible for lost luggage that has not been properly tagged.

Private transfer vehicles can hold at least 1 bag or suitcase per seated passenger. All pieces of luggage must be declared at the time of booking. Smaller items that fit under the passenger's feet, such as camera bags or shoulder bags, do not have to be declared. The Passenger will be responsible for all expenses incurred in the event that additional vehicles are used to transport excess undeclared baggage.

Your acceptance of the proposed Contract and its Terms and Conditions is considered to be tacit agreement that under no circumstances will you include in your luggage, or carry with you, any object that violates the law of the country where the transfer will take place (firearms, etc.), nor objects that could be harmful to third parties, nor any object of excessive size, weight, fragility or perishability.

Animals are allowed provided that they are previously requested to E&M by emailing geral@eixos-e-milhas.pt and that they are packed in 35L/40C/26cm high containers and the material must be resistant, washable, easily disinfected and watertight, in order to avoid soiling the transport vehicle, presented in a state of health and hygiene, as stipulated in Ordinance 968/2009 of the Ministry of Agriculture and Development.

18. CUSTOMER RESPONSIBILITY

By entering into this Contract, you implicitly declare that you are of legal age and in full exercise of your civil capacity. You are aware of the extent of the services which are the subject of this contract, the information concerning us mentioned above and the content of these Terms and Conditions.

The services to be provided are in accordance with the data specified on the Transfer Voucher sent by e-mail. It is your responsibility to provide correct and complete addresses for the pick-up and destination points at the time of booking. It is your responsibility to print and check the accuracy of the Transfer Voucher. If the details on the Transfer Voucher are incorrect, you should contact Customer Service immediately to rectify them. Particular care must be taken when filling in the booking to ensure that all mandatory fields, marked with an asterisk (*), have been correctly completed.

We will not be held responsible for reservations made that are physically or legally impossible to fulfill, and the customer will not be reimbursed for such reservations.

It is the customer's responsibility to carry all the necessary documentation to cross borders, if required. We hereby disclaim any liability and refuse to incur any additional expenses arising from the absence of such documents or from non-compliance with customs, police, tax or administrative regulations of the countries where entry is required. The Transfer Voucher is not a valid document for obtaining entry visas.

In the event that we have to pay a deposit or fine to the Authorities of other countries, as a result of your failure to comply with the laws, regulations or other requirements applicable to travel in the countries where you intend to enter, leave or cross, you will be liable for the amount that E&M has paid until you provide us with proof of reimbursement of such fines, expenses, etc.

We reserve the right to, and hereby authorize you to, charge your credit or debit card for any damage incurred to the transfer vehicle (including, without limitation, cleaning specialists) or for any items missing when you leave. We reserve the right not to accept future Bookings in the event of serious or repeated incidents involving any Customer.

19. RIGHT OF ADMISSION / USER CONDUCT

By entering into this contract, you tacitly grant us the right to refuse transportation to any passenger who, at the driver's discretion, may be under the influence of alcohol or drugs or behaving in a way that could be considered dangerous to the driver of the vehicle, other passengers or him/herself. Alcoholic beverages may not be carried on board for consumption. This prohibition extends to narcotics.

Smoking is prohibited inside or in the immediate vicinity of vehicles. Eating is not allowed inside the vehicle.

20. COMPLAINTS

If the service provided by E&M Lda falls short of your expectations, you should report it immediately to our Customer Service Department and, if possible, when the problem occurs. Complaints received after completion of the transfer service, which have not been brought to our attention during the transfer, cannot be accepted as we have not been given the opportunity to intervene or provide assistance. Our contact details are included in the Transfer Voucher.

Written complaints must be received no later than 28 days after the date of the service and sent by e-mail to geral@eixos-e-milhas.pt .

If you would like to report a problem with our online booking process or our Customer Service, please also send your complaint to geral@eixos-e-milhas.pt .

21. APPLICABLE LEGISLATION AND LAW

These General Conditions shall be governed by the Portuguese legislation in force.

The resolution of any dispute that may arise between you and E&M will be submitted to the corresponding Portuguese jurisdiction.

The invalidity or unenforceability of any provision of these Terms shall not affect the validity or enforceability of any other provisions in these Terms, which shall remain in full force and effect.