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Our Politics

Deposit policy

Objective: To secure reservations and ensure commitment from guests, we implement a 20% deposit policy for boat tours, charters, and boat rentals. This policy aims to facilitate smooth operations while providing guests with flexibility and clarity regarding deposit payments and refunds.

 

Deposit Guidelines:

  • Booking Confirmation:

    • To confirm a reservation for a boat tour, charter, or boat rental, guests are required to pay a 30% deposit of the total booking amount at the time of booking. The rest of the payment clients can do on board by card (with 5% additional fees for card payments) or by cash.

    • The reservation will be considered confirmed only upon receipt of the required deposit, subject to availability and other terms and conditions outlined in the reservation agreement.

  • Payment Methods:

    • Guests can make deposit payments using various accepted payment methods, including credit/debit cards, bank transfers, or cash payments, depending on the booking process.

  • Deposit Refundability:

    • Boat Tours (Day Trips): The 30% deposit for boat tours is typically refundable if cancellations are made within the specified cancellation period, as outlined in our cancellation policy. However, non-refundable options may be available for certain promotional offers or peak seasons.

    • Boat Charters (Private Events): The 30% deposit for boat charters may be refundable or non-refundable, depending on the terms and conditions specified in the charter agreement. Any refundable portion of the deposit will be subject to the cancellation policy outlined in the agreement.

    • Boat Rentals (Hourly/Daily): The 30% deposit for boat rentals may be refundable or non-refundable, depending on the terms and conditions outlined in the rental agreement. Refundable deposits will be subject to the cancellation policy specified in the agreement.

  • Deposit Deductions:

    • The deposit may be subject to deductions in the event of damages to the vessel or its equipment during the rental period. The cost of repairs or replacement will be deducted from the deposit before the refund is processed.

    • Additionally, any outstanding fees or charges incurred during the rental period may be deducted from the deposit before the refund is issued.

  • Deposit Refund Process:

    • Refunds for refundable deposits will be processed within a specified timeframe, typically after deducting any applicable fees or charges.

    • Refunds will be issued using the original method of payment, unless otherwise agreed upon by both parties.

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Policy Communication: Our 30% deposit policy will be clearly communicated to guests at the time of booking, through our website, booking confirmation emails, and any other relevant communication channels.

Conclusion: Our 30% deposit policy is designed to ensure reservation integrity and provide guests with flexibility while safeguarding against potential losses. We appreciate the understanding and cooperation of our guests in adhering to these guidelines.

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Cancellation Policy 

Objective: Our priority is to provide fair and transparent cancellation guidelines for guests booking boat tours, charters, and boat rentals. This policy aims to balance the needs of our guests with the operational considerations involved in managing these services effectively.

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Cancellation Guidelines:

  • Cancellation Periods:

    • Boat Tours (Day Trips): Guests must cancel their reservation at least 7 days before the scheduled departure time to receive a full refund. Cancellations made within 7 days of the departure time may result in a partial refund or forfeiture of the booking fee.

    • Boat Charters (Private Events): For charter bookings, guests must cancel at least 7 days prior to the scheduled charter date to receive a full refund. Cancellations made within 7 days of the charter date may result in a partial refund or forfeiture of the deposit, depending on the specific terms outlined in the charter agreement.

    • Boat Rent (Hourly/Daily): Guests renting a boat must cancel their reservation at least 72 hours before the scheduled rental time to receive a full refund. Cancellations made within 72 hours of the rental start time may result in a partial refund or forfeiture of the rental fee.

  • Cancellation Process:

    • Guests are required to notify us of their cancellation by contacting our reservations department via phone +351 911 115 005 or email geralcristalsea@gmail.com.

    • Cancellation requests must include the booking details, including the guest name, and scheduled tour, charter, or rental date.

  • Refund Policy:

    • Refunds for cancellations made within the specified cancellation period will be processed using the original method of payment.

    • Refunds may take up to 7-10 business days to reflect in the guest's account, depending on the processing time of the payment provider.

  • Weather-Related Cancellations:

    • In the event of adverse weather conditions or other safety concerns that necessitate the cancellation of a boat tour, charter, or rental, guests will be offered the option to reschedule their booking or receive a full refund.

    • Decisions regarding weather-related cancellations will be made by our experienced captains or management team, prioritizing the safety and comfort of our guests.

  • No-Show Policy:

    • Guests who fail to show up for their scheduled boat tour, charter, or rental without prior notification will be considered as "no-shows."

    • No-shows are not eligible for refunds, and the full booking amount will be forfeited.

  • Exceptional Circumstances:

    • In cases of exceptional circumstances such as medical emergencies or unforeseen travel restrictions, guests may request special consideration for their cancellation. Each request will be reviewed on a case-by-case basis, with decisions made at the discretion of management.

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Policy Communication: Our cancellation policy will be clearly communicated to guests at the time of booking, through our website, booking confirmation emails, and any other relevant communication channels.

Conclusion: Our cancellation policy is designed to provide clarity and flexibility while ensuring the fair treatment of our guests and the sustainable operation of our boat tours, charters, and boat rental services. We appreciate the understanding and cooperation of our guests in adhering to these guidelines.

Lost Items

Objective: Our paramount concern is the satisfaction and safety of our guests throughout their experience with our boat tours, charters, and boat rental services. This comprehensive Lost Items Policy aims to establish clear procedures for the management of lost belongings, ensuring efficient retrieval processes and guest satisfaction.

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Policy Guidelines:

  • Guest Responsibility:

    • While we strive to maintain a secure environment, guests are ultimately responsible for their personal belongings during the entirety of their boat tour, charter, or rental period.

    • Guests are advised to exercise care and vigilance in safeguarding their belongings and are encouraged to utilize provided storage spaces when necessary.

  • Lost and Found Department:

    • A dedicated Lost and Found department will be established to oversee the collection, cataloging, and storage of lost items.

    • Trained staff members will be responsible for promptly logging found items and assisting guests in the retrieval process.

  • Immediate Reporting:

    • Guests who discover a lost item during their boat tour, charter, or rental period must report it immediately to the designated staff member on board or at the rental facility.

    • Prompt reporting increases the likelihood of locating the lost item and expedites the retrieval process.

  • Detailed Documentation:

    • Found items will be meticulously documented, including descriptions, date and time of discovery, and the location where the item was found.

    • Guests reporting lost items must provide detailed descriptions and any relevant identifying information to facilitate retrieval.

  • Communication with Guests:

    • Guests reporting lost items will receive a unique reference number for tracking purposes.

    • Regular updates regarding the status of lost items will be provided to guests via their preferred communication method (e.g., email, phone).

  • Unclaimed Items:

    • Unclaimed items will be securely stored for a designated period, after which they may be donated to charity or disposed of responsibly, depending on their nature.

  • Feedback Mechanism:

    • Guests are encouraged to provide feedback on their experience with the Lost Items Policy, enabling us to continually enhance our procedures and services.

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Conclusion: By adhering to this Lost Items Policy, we endeavor to streamline the process of locating and returning lost belongings, thereby enhancing the overall satisfaction and safety of our guests during their boat tours, charters, and boat rentals. We appreciate the cooperation and understanding of our guests in ensuring the effectiveness of this policy.

Privacy Policy

At Cristal Sea Madeira, we take your privacy seriously. This Privacy Policy outlines how we collect, use, disclose, and safeguard your personal information when you visit our website or use our services.

 

Information We Collect

We may collect personal information that you voluntarily provide to us when you interact with our website or use our services. This information may include:

  • Personal details such as your name, email address, and contact information.

  • Information you provide when you communicate with us or submit inquiries through our website.

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How We Use Your Information

We may use the information we collect for various purposes, including but not limited to:​

  • Responding to your inquiries, questions, and requests.

  • Personalizing your experience and delivering content and offers tailored to your interests.

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Contact Us

If you have any questions or concerns about this Privacy Policy, please contact us at geralcristalsea@gmail.com or +351 911 115 005

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By using our website, you consent to the terms of this Privacy Policy.

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