Terms and Conditions

Last updated: June 3, 2025

These Terms and Conditions govern your use of Madeira Concierge Service. By using our services, you agree to these terms.

1. Services Offered

We provide two service options:

  • Pay-As-You-Go: A one-time service starting at €50 per request, which includes up to 2 hours of service time. Each additional hour is billed at €25/hour. Estimated hours will be communicated in advance, but may differ depending on the actual effort required. If the total time is expected to exceed the initial estimate, the client will be informed before proceeding. Service time includes travel time within Funchal.

  • Monthly Subscription: A recurring plan priced at €75/month, offering ongoing access to all available services. This option is subject to fair use and is ideal for those seeking flexible, continuous support across a variety of needs in Funchal.

2. Pricing & Payment

  • All prices are in Euros (€) and must be paid in advance.

  • Subscriptions renew automatically each month unless cancelled before the renewal date.

  • No hidden fees. Any third-party or out-of-scope expenses will be clearly communicated and require your approval before proceeding.

3. Booking & Scheduling

  • All services must be booked in advance.

  • We’ll do our best to accommodate urgent requests, though immediate availability is not guaranteed.

  • Subscription clients may receive priority based on request type and availability.

  • Consultations (via phone or message) may be arranged to clarify requests as needed.

4. Cancellations & Refunds

  • Pay-As-You-Go: Cancellations made less than 24 hours before a scheduled service are non-refundable.

  • Monthly Subscription: You may cancel at any time. No refunds are given for unused days. Service remains active until the end of the current billing cycle.

5. Scope of Services

We assist with (but are not limited to):

  • Translation assistance, appointment scheduling, errands, accommodation help, administrative tasks, and general paperwork support.

We do not provide:

  • Legal advice, certified translations, medical consultations, or any service requiring licensed professionals.

We reserve the right to decline requests that fall outside our scope or are deemed inappropriate.

6. Communication

  • You may contact us via email, phone, or another mutually agreed platform.

  • We aim to respond within 24 business hours.

  • Preferred methods of communication will be confirmed during onboarding.

7. Fair Use Policy (Monthly Subscribers)

Our Monthly Concierge Subscription includes unlimited support under a Fair Use Policy, intended to ensure sustainable, high-quality service for all clients.

Fair use includes:

  • Reasonable, non-repetitive requests spread across the month

  • Tasks falling within the scope of personal concierge support

  • Respect for our team’s time and availability

We may contact you to review your usage if we believe it exceeds fair limits. In some cases, we reserve the right to pause or terminate service, and may offer a partial or full refund at our discretion.

Additional Provisions:

  • Personal Use Only: The plan is for individual or household use only. Business or third-party reselling is not allowed.

  • One Household Rule: Access is limited to the subscriber and their immediate household.

  • Monitoring: We reserve the right to monitor usage and reach out if necessary.

  • No Rollover: Unused time does not carry over to future months.

8. Special Requests

Requests exceeding the standard scope—such as large-scale events, complex multi-step tasks, or corporate relocations—are treated as Special Requests.

  • We’ll schedule a consultation to understand your needs.

  • A custom quote will be provided based on scope and complexity.

9. Data Collection & Privacy

  • We collect only the data needed to fulfill your requests (e.g., name, contact details, preferences).

  • Your data is kept confidential and used solely for service delivery.

  • We do not sell or share your data unless legally required or explicitly authorized.

  • Data is securely stored and accessible only by authorized personnel.

To access, update, or delete your data, contact: vanessa@madeirafriends.org

10. Service Availability & Changes

  • Services may be updated, paused, or discontinued to reflect changes in regulations, staffing, or operations.

  • While we strive for high availability, occasional delays or outages may occur due to maintenance or technical issues.

  • We are not liable for disruptions beyond our control.

11. Accuracy of Information

We make every effort to provide accurate and up-to-date information. However, occasional errors or omissions may occur. We reserve the right to make corrections without prior notice.

12. Contact

Email: vanessa@madeirafriends.org
Phone: +351 962 249 678
Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT)

We aim to respond within 24 business hours.

13. Task Outcomes & Completion

While we do our best to assist with every request, we do not guarantee successful outcomes. For example, if we are asked to find a specific rental property or service and cannot reasonably fulfill the request, we will inform you as soon as possible.

We reserve the right to pause or discontinue a task if we determine that:

  • The request is no longer feasible,

  • Fulfilling it would require unreasonable resources, or

  • It falls outside our expertise or network.

In such cases, we will clearly communicate this and offer alternative suggestions where possible. Refunds or partial credits may be issued at our discretion depending on the situation.

Conclusion

By using Madeira Concierge services, you confirm that you have read, understood, and agree to these Terms and Conditions. We’re committed to providing a respectful, professional, and transparent experience for every client.