1. Preamble

These General Rental Terms and Conditions (hereinafter referred to as the "Terms") govern the relationship between Casa Shelter (hereinafter "the Platform"), tenants (hereinafter "Travellers"), and property owners or managers (hereinafter "Owners"). By booking accommodation through the Platform, the Traveller fully accepts these Terms.

2. Purpose

Casa Shelter acts as an intermediary between Travellers and Owners, facilitating the booking of holiday accommodations. The contractual relationship is established directly between the Traveller and the Owner.

3. Booking

All bookings made via Casa Shelter are subject to the availability of the property and confirmation by the Platform.

A booking is considered confirmed when:

• The initial payment (50% of the total amount) has been received.
• The Traveller has accepted the General Terms and the specific rules of the property.
• A booking confirmation, including key details (dates, address, amount paid, etc.), is automatically sent to the Traveller by email.

Any request to modify the booking (dates, number of occupants, etc.) must be approved by the Owner or Casa Shelter.

4. Payment Terms

To confirm a booking, a payment of 50% of the total amount is required at the time of reservation. The remaining balance must be paid no later than 30 days before arrival.

If payment deadlines are not met, the Owner or Casa Shelter reserves the right to cancel the booking and retain the amounts already paid as compensation. Travellers are advised to respect payment deadlines to ensure their stay under the best conditions.

5. Cancellation Policy

Cancellation by the Traveller

If a Traveller cancels their booking, the following rules apply:

• 30 days or more before arrival: Full refund of prepaid amounts, except for Casa Shelter platform fees, which are non-refundable.
• Between 14 and 29 days before arrival: 50% refund of prepaid amounts, excluding Casa Shelter platform fees.
• Less than 14 days before arrival: No refund, including Casa Shelter platform fees.

In the event of a late cancellation or no-show, Casa Shelter will retain the full amount paid.

Cancellation by the Owner or Casa Shelter

If the Owner or Casa Shelter cancels the booking, the Traveller will receive a full refund, including platform fees.

Refunds will be processed within 14 working days.

Casa Shelter commits to informing the Traveller as soon as possible and, where possible, offering an equivalent alternative solution.

6. Security Deposit

To ensure compliance with rental conditions and cover potential damages, a pre-authorisation (fund hold) will be placed on the Traveller’s bank card three (3) days before arrival. This amount is not debited but simply held on their bank account.

The deposit amount varies depending on the property and is clearly stated on each listing.

This pre-authorisation will be automatically released fourteen (14) days after departure, provided no damages or claims have been reported.

If damages are found, an amount corresponding to repair or replacement costs will be deducted from the deposit. The Traveller will be notified of any deductions, accompanied by the necessary supporting documents (invoices, quotes, etc.).

7. Property Compliance and Complaints

Property listings on the Casa Shelter platform are created and updated by Owners. Casa Shelter cannot guarantee the accuracy or completeness of the information provided by Owners (descriptions, amenities, photos, etc.).

If a Traveller finds discrepancies between the listing and the actual property, they must immediately contact resa@casashelter.com.

While Casa Shelter is not responsible for listing inaccuracies, we commit to reviewing each complaint and assisting the Traveller in finding a solution with the Owner.

8. Traveller Obligations

The Traveller agrees to:

• Adopt a responsible and respectful attitude.
• Use the property only as directed by the Owner, manager, and/or Casa Shelter.
• Comply with the house rules set by the Owner.
• Not exceed the number of occupants specified in the booking.
• Immediately report any damage to the property or its equipment.
• Respect the check-in and check-out times stated on the accommodation voucher. Any changes must be approved by Casa Shelter, and additional costs will be borne by the Traveller.

Pets & Smoking Policy

• Pets are not allowed, except in cases expressly authorised in advance by the Owner.
• Smoking is strictly prohibited indoors. However, smoking is allowed outdoors, provided the house rules are respected.

9. Mandatory Traveller Information

In accordance with applicable laws (Portaria n.º 287/07 and Lei n.º 23/2007), Casa Shelter is required to collect and transmit the following information for each Traveller staying in the property:

• Full name.
• Date and place of birth.
• Nationality.
• Passport or ID number and issuing country.
• City and country of residence.

These details must be provided at the time of booking or no later than before arrival.

10. Traveller Responsibility

The Traveller is responsible for providing accurate and complete information for all individuals in their booking. Failure to provide the required information or falsifying data may result in cancellation without refund.

11. Travel Insurance

Casa Shelter strongly recommends that Travellers take out travel insurance covering:

• Trip cancellation.
• Property damage.
• Personal liability.

This measure ensures better protection in case of unforeseen circumstances.

12. Data Protection

Casa Shelter guarantees that collected data will be used solely for legal and administrative purposes, in strict compliance with regulatory obligations.

All personal data will be handled confidentially and in accordance with data protection laws.

13. Contact

For any questions regarding these General Rental Terms and Conditions, please contact us at:
📧 resa@casashelter.com