GENERAL TERMS AND CONDITIONS

The purpose of this document is to regulate and establish the conditions for the provision of services on the booking platform of this website www.grupoalfazema.pt.

INTELLECTUAL PROPERTY

The website www.grupoalfazema.pt is owned by the group of companies: enigmalfema, lda and Ferneticalfazema – gestão projetos lda. The latter is responsible for editing and managing the website, with intra-community tax number 517892006.

YNNOV SOFTWARE

The website is based on Ynnov software, a cloud-based technological solution that allows centralized management of all information inherent to the activity of managing local accommodation, hostels and hotels.

GENERAL TERMS AND CONDITIONS OF THE SERVICE

1. Reservation

The Client’s accommodation reservation is only considered valid upon the cumulative fulfillment of the following conditions:

1.1. Payment, at the time of reservation, of an amount corresponding to 50% of the total price for the provision of local accommodation services, with proof of payment sent to Frenéticalfazema.
1.2. The reservation confirmation by Frenéticalfazema will occur after the actual receipt of the amount mentioned above and will be communicated to the Client via the email address provided to Frenéticalfazema.
1.3. Failure to pay the remaining amount due for the accommodation within the set deadline will result in the cancellation of the reservation, with the loss of the amount paid at the time of booking.
1.4. A no-show or a reservation cancellation by the Client will result in the loss of an amount corresponding to the following percentages of the amount paid for the local accommodation service:

• 100% – No-show or cancellation within 30 days before the check-in date.

• 50% – More than 30 days before check-in.

b) If the reservation is canceled by Frenéticalfazema due to force majeure, the accommodation provider is obliged to:
i) Refund the amounts paid by the Client up to the moment of cancellation.
ii) Compensate for proven damages resulting from the cancellation, up to a maximum of €1,000.

1.5. If the reservation is altered by the accommodation provider due to force majeure, resulting in a reduction of the stay period, the Client is entitled to a refund corresponding to the number of days they could not use the accommodation services.

2. Payments

2.1. Payment for temporary accommodation must be made via bank transfer or a payment link available on www.grupoalfazema.pt.
2.2. Payments will only take effect after the corresponding proof is sent via email to the address specified in the contract header.
2.3. As a guarantee of the proper fulfillment of contractual obligations, the Client must provide a security deposit:
i) €500 for Villa or Cabin accommodations.
ii) €300 for Apartment or Townhouse accommodations.
2.4. The deposit must be paid at check-in, either in cash or via credit card authorization.
2.5. Unless retained due to contractual breaches, the deposit will be refunded within 48 hours after check-out, following an inspection of the accommodation to verify its condition and the return of keys.

3. Check-in and Check-out

3.1. Check-in takes place between 16:00 and 20:00 on the scheduled arrival date.
3.2. Any changes to the check-in schedule due to reasons attributable to Frenéticalfazema will be promptly communicated and justified to the Client.
3.3. Clients may check in between 20:00 and 24:00 upon prior telephone request and payment of a late check-in fee of €25 (personalized check-ins only; self-check-ins are free of charge).
3.4. Failure to arrive by 12:00 on the day following the scheduled check-in date will be considered a no-show, resulting in reservation cancellation.
3.5. Check-out must be completed by 11:00 on the departure date.
3.6. The Client must schedule an inspection of the property with Frenéticalfazema on the day before departure, prior to check-out.
3.7. If no scheduling occurs, the inspection will be considered set for 11:00 on the departure date.

4. Use of Accommodation and Service Provision

4.1. The accommodation is intended solely for temporary residence by the Client and the individuals identified at the time of booking. It may not be used for any other purpose, nor subleased in whole or in part.
4.2. Any change to the maximum allowed number of occupants must be formally documented and is subject to an additional per-person fee, as determined by Frenéticalfazema.
4.3. Exceeding the authorized number of occupants constitutes a contractual breach, leading to the forfeiture of the deposit and immediate eviction without compensation.
4.4. The accommodation includes bed linens and towels for use during the stay.
4.5. For stays longer than seven nights, a mid-stay cleaning service, along with a change of bed linens and towels, is included.
4.6. Additional cleaning services requested by the Client cost €15 per hour, per worker.
4.7. Additional towel changes cost €10 per occupant.
4.8. Smoking is prohibited inside the accommodation, including windows and covered common areas.
4.9. The Client must return the accommodation in the condition it was received, with all furnishings intact, except for normal wear and tear.
4.10. Appliances must be used according to their instructions and hygiene standards.
4.11. When using the swimming pool, the Client must follow all applicable safety rules, including:
i) Using equipment appropriately and cautiously.
ii) Avoiding running, jumping, or engaging in risky behavior.
iii) Showering before entering the pool.
iv) Supervising children, elderly persons, and individuals with disabilities.
v) Avoiding other hazardous behaviors.
4.12. The Client must allow necessary maintenance and repair work in the accommodation or common areas.
4.13. Refusing maintenance or repair work, or denying entry to authorized personnel, will result in liability for damages, covered by the deposit.
4.14. The Client is responsible for their safety and that of their companions, including key security.
4.15. Any activities that disturb neighbors are prohibited. Violations may lead to eviction without refund.
4.16. Illegal activities or health violations by any occupant will result in eviction within 4 hours of notification via SMS, with no right to compensation and forfeiture of the deposit.
4.17. Failure to vacate may lead to police intervention.
4.18. The Client is responsible for any damages caused by themselves or their companions.
4.19. Damage costs will first be deducted from the deposit. If the deposit is insufficient, the remaining amount must be paid within 8 days of notification.

5. Animals

5.1. Animals are not allowed in the accommodation.
5.2. Exceptions require prior written authorization and an additional cleaning fee.
5.3. Cleaning does not include removing feathers or animal waste, which is the Client’s responsibility.
5.4. Failure to clean up after animals will result in additional charges, deducted from the deposit.
5.5. Unauthorized animals will result in deposit forfeiture.
5.6. The Client is responsible for all damages caused by authorized animals.

6. Return of Accommodation

6.1. The accommodation must be returned clean and in the same condition as received.
6.2. The following are considered unsatisfactory conditions:

• Dirty, damaged, or misplaced dishes.

• Leftover food or garbage.

• Moved or damaged furniture, rugs, decorations, or appliances.

• Damage to ceilings, walls, floors, doors, windows, curtains, or plumbing.

• Improper disposal of items in the sewage system.
  6.3. Failure to comply will result in compensation for damages.
  6.4. Compensation will first be deducted from the deposit. If insufficient, the remaining amount must be paid within 8 days of notification.

7. Exclusions

7.1. The contract does not cover services not explicitly listed in this document.
7.2. Frenéticalfazema is not responsible for damages resulting from accidents or incidents inside or outside the accommodation.
7.3. Frenéticalfazema is not liable for damages due to negligence, theft, misconduct, or misuse of the property.
7.4. Frenéticalfazema is not responsible for failures in electricity, water, gas, internet, or TV services but will try to resolve issues promptly.

8. Other Breaches

Any contractual breaches by the Client not explicitly mentioned here may result in immediate eviction and forfeiture of all amounts paid.