Terms & Conditions/
Booking / Reserva
Agreement:
Terms & Conditions
These Terms & Conditions govern all bookings, transfers, tours, and chauffeur services provided by blacklimo.pt.
By making a booking, you accept and agree to these terms.
- Booking System Errors
At blacklimo.pt, we strive to provide reliable service. However, errors or malfunctions in our booking system may occasionally occur. If you encounter a booking error:
Contact us immediately via email at info@blacklimo.pt or by calling our 24/7 hotlines: +351 932 732 068 or +351 966 144 698. Provide details (time, date, error messages, service attempted).
Resolution: We will attempt to resolve the issue as quickly as possible. If not immediately, we will provide updates and alternatives.
Refunds/Compensation: If a system error causes additional costs or inconvenience, we may issue a refund or compensation at our discretion.
- Admission & Conduct
Drivers may refuse service to passengers under the influence of alcohol/drugs, or whose behavior poses risks.
Alcohol, narcotics, and smoking (including e-cigarettes/vapes) are strictly prohibited in all vehicles.
The client assumes full financial responsibility for any damage caused by them or their party:
Carpet: €250
seat burn fee: €1500
Sanitation fee (excessive soiling): €250
Vomit cleaning fee: €150 (cars) / €350 (minibuses/coaches)
Seat belts are mandatory under Portuguese law. Clients are responsible for compliance.
The driver may terminate service without refund if unsafe or inappropriate behavior occurs.
- Drivers
Clients should not contact drivers directly except 15–20 minutes before service.
For urgent matters, contact our operations hotline: +351 932 732 068.
Drivers may not answer calls while driving.
- Transfers
Waiting time (starts counting upon plane landing at the airport):
Airport arrivals (Schengen flights): 60 minutes after landing.
Airport arrivals (Non-Schengen flights): 90 minutes after landing.
Other pick-up locations (hotels, stations, etc.): 15 minutes after the scheduled time.
Flight Tracking & Delays: we monitor flight arrivals to adjust pick-up times. However, if a flight delay exceeds the included waiting time, the original booking will be considered a No-Show and canceled without a refund. In such cases, the client must contact the office to reschedule, subject to availability and applicable charges.
Customer Responsibility for Delays: Clients must contact our 24/7 hotline at +351 932 732 068 as soon as they become aware of a flight delay or schedule change. We will do our best to accommodate the new arrival time if possible, but this cannot be guaranteed without a new booking.
No-Show Policy: If the client does not contact us within the waiting period, the service will be considered a No-Show and canceled with no refund.
Client Responsibility: Customers must provide accurate addresses. Drivers will get as close as possible depending on vehicle access. If alternative routes are required due to closures or weather, additional costs may apply.
- On-Demand / Hourly Services
Full Day (8h / 9:00–17:00): Includes 150 km.
Per Hour: Includes 18.75 km.
Extra kms: Charged per vehicle type.
Extra hours: Charged outside standard hours (before 9:00 or after 17:00).
Additional costs: Toll fees, parking, and driver meals/accommodation (if required) are not included.
For multi-day services, daily schedules typically run 9:00–17:00 unless agreed otherwise.
When booking several consecutive days, the first day will count from the time of your plane arrival or the start of the service (as contracted/quoted/agreed). For subsequent days, the driver works from 9:00–17:00; after 17:00, extra charges apply.
- Luggage
Each passenger: 1 checked bag (max 158 cm total dimensions) + 1 hand item.
Excess luggage must be declared at booking.
All luggage must be clearly marked with the owner’s name and destination address.
Any excess luggage not declared at booking may incur additional charges.
The transport of luggage and personal belongings is at the customer’s own risk.
blacklimo.pt is not liable for loss or damage to luggage or personal items.
- Cancellation & Refund Policy
General Policy
Full Refund: Cancellations made up to 48h before service (processing fees deducted).
50% Refund: Cancellations made 24h before service.
No Refund: Cancellations within 24h or in case of No-Show.
Seasonal Policy
High Season (July 1 – Sept 30, Dec 20 – Jan 5, major business events): Non-refundable.
Mid Season (Apr 1 – Jun 30, Oct 1 – Oct 31, mid-level events): Non-refundable.
Low Season (Jan 6 – Mar 31, Nov 1 – Dec 19): Standard refund rules apply.
Note: Modifications to bookings during high/mid-season are also non-refundable.
Group Bookings (12–60 passengers)100% Full prepayment required. Non-refundable.
Tours
Day Tours (Half-Day & Full-Day)
Payment: Must be paid in full (100%) before the start date of the tour (or by an alternative date agreed upon with blacklimo.pt).
If you book less than 14 days before the start date, full payment is required immediately unless alternative arrangements are agreed.
If payment is not received by the agreed time, blacklimo.pt reserves the right to cancel your booking or release your reserved tour slots to other customers. In this case, no refund will be provided for any amount already paid.
Cancellation Policy:
30 days before the tour: Full refund (minus non-refundable expenses: tickets, guides, accommodations, financial costs).
15–29 days before the tour: 50% refund (minus non-refundable expenses).
14 days before the tour or no-show: No refund.
Seasonal Policy (applies to all Day Tours):
High Season (July 1 – Sept 30, Dec 20 – Jan 5, major business events): All bookings are non-refundable, regardless of notice period.
Mid Season (Apr 1 – Jun 30, Oct 1 – Oct 31, mid-level events): All bookings are non-refundable, regardless of notice period.
Low Season (Jan 6 – Mar 31, Nov 1 – Dec 19): Standard refund rules apply (≥30 days full refund minus expenses, 15–29 days 50% refund minus expenses, <14 days or no-show no refund).
Multi-Day & Custom Tours
Payment: A 50% deposit is required 30+ days before the start date. The remaining balance is due 15 days before the start date.
If you book less than 15 days before the start date, full payment is required immediately unless alternative arrangements are agreed.
If payment is not received by the agreed time, blacklimo.pt reserves the right to cancel your booking or release your reserved tours to other customers. In this case, no refund will be provided for any amount already paid.
Cancellation Policy:
30 days before the tour: Full refund (minus non-refundable expenses: tickets, guides, accommodations, financial costs).
15–29 days before the tour: 50% refund (minus non-refundable expenses).
14 days before the tour or no-show: No refund.
Seasonal Policy (applies to all Multi-Day & Custom Tours):
High Season (July 1 – Sept 30, Dec 20 – Jan 5, major business events): All bookings are non-refundable, regardless of notice period.
Mid Season (Apr 1 – Jun 30, Oct 1 – Oct 31, mid-level events): All bookings are non-refundable, regardless of notice period.
Low Season (Jan 6 – Mar 31, Nov 1 – Dec 19): Standard refund rules apply (30 days full refund minus expenses, 15–29 days 50% refund minus expenses, 14 days or no-show no refund).
- Force Majeure
blacklimo.pt is not liable for delays or non-performance caused by events beyond control, including natural disasters, accidents, strikes, terrorism, pandemics, vandalism, extreme weather, traffic, or government restrictions.
- Liability Limitation
To the maximum extent permitted by law, blacklimo.pt is not liable for indirect, incidental, or consequential damages, including lost profits, revenue, or data.
- Insurance
We maintain the following coverage:
Civil Liability (Agency): €50,000
Tourist Activities Liability: €75,000
Passenger Transport Liability:
Bodily Injury: €12,900,000
Property Damage: €2,600,000
Personal Accident Insurance:
Death/Disability: €20,000
Medical expenses: €3,500
Clients must arrange their own travel insurance for personal belongings and health coverage.
- Privacy & Data Protection
We collect and process personal data in accordance with GDPR.
- Customer Responsibility
Clients must provide accurate booking details (dates, times, addresses) and ensure compliance with all policies. blacklimo.pt is not responsible for consequences arising from incorrect information.
- Special Requests
Accessibility needs or vehicle preferences must be requested at booking.
We will do our best to accommodate, but availability is not guaranteed.
- Modification of Terms
blacklimo.pt may update these Terms & Conditions at any time. Updates will be posted on our website.
Continued use of our services implies acceptance.
We reserve the right to change these Terms & Conditions at any time without prior warning.
- Dispute Resolution & Governing Law
Disputes will first be addressed by negotiation.
If unresolved, disputes will be submitted to mediation or arbitration before legal proceedings.
These Terms are governed by Portuguese law, with jurisdiction in the courts of Lisbon.
- Payment Terms
All services must be paid in full before commencement unless otherwise agreed in writing.
Payment methods accepted: credit card, bank transfer, or other approved methods.
Services are confirmed only once payment is received.
Specific payment requirements and deadlines for Transfers, On-Demand Services, and Tours (Day, Multi-Day & Custom) are outlined in their respective sections of these Terms & Conditions.
- Currency & Taxes
All prices are quoted in Euros (€).
Prices include VAT at the applicable legal rate, unless stated otherwise.
- Children & Minors
Children under 18 must be accompanied by an adult.
In accordance with Portuguese law, all children must use the appropriate child restraint system (car seat/booster)and wear seat belts.
Child seats must be requested at the time of booking and may incur additional charges.
The client is responsible for requesting the correct seat type according to the child’s age, weight, and height.
blacklimo.pt reserves the right not to transport a child without the appropriate safety equipment if it was not requested in advance. In such cases, the booking will be treated as a No-Show without refund.
- Lost Property
blacklimo.pt is not responsible for items left in vehicles.
Any found items will be held for 30 days and returned at the client’s expense.
- Overtime & Waiting Charges
Waiting beyond the included times (Clause 4) may be charged at the vehicle’s applicable hourly rate.
Overtime during tours or hourly services will also be charged accordingly.
- Third-Party Services
blacklimo.pt reserves the right to subcontract services to trusted third-party providers.
The same terms and conditions apply to subcontracted services.
- Complaints Procedure
Any complaints must be submitted in writing to info@blacklimo.pt within 7 days of the service date.
We will acknowledge and review all complaints in a timely manner.
- Vehicle Substitution
In the event of a breakdown or vehicle availability issues, blacklimo.pt reserves the right to substitute the booked vehicle with a similar or upgraded vehicle at no additional cost to the client. blacklimo.pt also reserves the right not to inform the client in advance of such substitution, provided that the replacement vehicle meets or exceeds the service level originally booked.
- Confidentiality
All drivers and subcontracted partners working with blacklimo.pt are bound by confidentiality agreements.
Client privacy, personal information, and conversations shared during the provision of services are strictly protected.
- Premium Vehicles (Mercedes S-Class Maybach, V-Class with Captain Seats, Sprinter Maybach)
Payment & Booking:
Full payment is required at the time of booking.
Bookings are non-refundable in High and Mid Season (July 1 – Sept 30, Dec 20 – Jan 5, Apr 1 – Jun 30, Oct 1 – Oct 31).
In Low Season (Jan 6 – Mar 31, Nov 1 – Dec 19), the general cancellation policy applies.
Minimum Service Duration:
These vehicles may be subject to a minimum booking duration of 4 hours, unless otherwise agreed.
Conduct & Use:
Eating, smoking, or drinking anything other than bottled water is prohibited.
Passengers are expected to treat the vehicle with the highest care.
A luxury sanitation fee of €500 will be applied in cases of soiling, damage, or misuse.
Substitution Policy (Premium Vehicles):
In the event of a breakdown or unavailability, blacklimo.pt will provide the closest available alternative vehicle to complete the service.
The replacement may not be of the same category or higher, as these vehicles represent the top tier of our fleet.
blacklimo.pt will ensure the replacement vehicle is of suitable quality and comfort, but no compensation is guaranteed if the replacement is different from the vehicle originally booked.
- Buses & Coaches (10–60 Seats)
Payment & Booking:
100% prepayment is required at the time of booking.
All bookings are non-refundable once confirmed, regardless of season.
Group Responsibility:
The contracting party (agency, company, or lead passenger) is fully responsible for the group’s conduct and for any damage caused to the vehicle.
Excessive cleaning, damage, or vandalism may result in additional charges, starting at €500, depending on severity.
Luggage Policy:
Each passenger is allowed one suitcase and one hand item unless otherwise agreed.
Excess luggage, sports equipment, or oversized items must be declared in advance and may incur extra charges.
Service Limitations:
Parking and access restrictions for large vehicles are the responsibility of the client. If the destination point is not accessible, passengers may be dropped at the nearest suitable location.
Waiting time beyond the agreed schedule will be charged at the applicable hourly rate for the bus size booked.
Subcontracting:For buses and coaches, blacklimo.pt reserves the right to subcontract the service to trusted third-party licensed operators. The same terms and conditions apply unless otherwise specified.
Replacement Policy (Buses & Coaches)
In the event of a breakdown or unavailability of the booked bus/coach, blacklimo.pt will make every reasonable effort to provide a replacement vehicle of similar passenger capacity.
The replacement may be a different model, configuration, or comfort level, depending on availability.
If no immediate replacement vehicle is available, blacklimo.pt will assist the client in rescheduling or arranging alternative transport solutions, but no compensation is guaranteed beyond the service booked.
For subcontracted services, the replacement terms of the subcontractor will also apply.
If any clause is deemed invalid, the remainder shall remain in effect. By booking with blacklimo.pt, you fully accept these terms.
Customer Support: +351 932 732 068