Terms and Conditions

These terms and conditions (changeable at any time) regulate the use of this website and the agreement that is established between both parties (the “Terms”).

These Terms consider the rights and obligations of all users (“The User” or “The Client”), on the one hand, and those of Welcome Here, Lda. (“Welcome”) on the other, relating to the goods/services provided on this website, hereinafter jointly referred to as “services”. Before paying for the reservation operation, you must read these Terms carefully.

If you do not agree with these Terms in totality, you must refrain from making any reservations.

In case of doubt about these Terms, please contact us using our email address mentioned on the website.

These Terms are the only conditions applicable to the use of this website and prevail over any other conditions, except in the case of express agreement by Welcome, given previously in writing. When making a reservation, the User confirms that he has read these Terms, which he accepts without any objection.

The User accepts that:

He/she can only use this website to make legitimate inquiries or reservations.

It will not make reservations of a speculative, false or fraudulent nature. If Welcome has reasonable reason to believe that a particular reservation is of that nature, it reserves the right to cancel it and to inform the competent authorities.

The User must communicate to Welcome an email or postal address, or the data relating to another form of contact, which are correct and complete and accepts that Welcome can contact him using these data, if necessary (see privacy policy).

If you do not provide Welcome with all the information considered necessary, it may not be possible to complete your reservation.

When making a reservation through this website, the User declares that he/she is at least 18 years old and has the legal capacity to contract.

On this website, the lease of the properties is intended solely and exclusively for non-permanent housing, for short periods and of a transitory nature, in accordance with article 3 of Decree-Law No. 39/2008, of 7 March, as amended by Decree-Law nº 62/2018 of August 22 (legal article that englobes the aspect of Local Accommodation Establishment). Welcome Here, Lda. is registered as CAE 55201, in the legal form of Local Accommodation and has proceeded with the legal registration of the properties that it exploits for this purpose with the competent City Council.

Reservations are made by Welcome, with the availability of the apartments and services duly marked. However, the reservation is only effective after sending your confirmation.

The information contained in these Terms does not constitute a sale proposal, but merely an invitation to trade. No contract will be established between Welcome and the User until the reservation has been accepted by the first.

The contract for the provision of Local Accommodation services between the User and Welcome (Contract) will only be formalized with the communication of the Booking Confirmation. When the Client enters the reserved property (check-in), both parties will sign a local accommodation contract, which will regulate the terms of its use.

The Booking Confirmation is issued after payment of the reservation amount. This Confirmation identifies the User, the number of guests, the check-in and check-out date, the duration of the stay, the amount already paid for the reservation, the total amount of the stay and the apartment address.

Any reservation process is subject to availability until the booking confirmation by Welcome. The simultaneous interest in the same apartment by different Users follows the chronological order in which Welcome receives the reservation payments.

In the event of unavailability, Welcome reserves the right to inform the User about the existence of alternatives, of equal or greater quality and value, which the User will be able to confirm.

Welcome reserves the right to change the User of the apartment in the event of unrelated situations such as damage, flood, collapse or other event in the apartment initially booked.

Welcome reserves the right, due to the management of reservations, to move from one apartment to another in the same development, with identical or superior quality.

Welcome reserves the right, at any time, to withdraw any offer on its reservation page. Welcome will not be responsible, before the User or any third party, for the withdrawal of any offer that appears on this website. All reservations previously confirmed by Welcome for the offer in question are guaranteed.

The user can cancel or change the terms of his reservation, however the cancellation by the User will incur costs, in accordance with the Cancellation Policy.

The User, in order to obtain eligibility for the Contract, will have to make a reservation in the amount corresponding to 25% of the total budget for the stay.

Except in the event of an evident error, the price of the services will be as indicated at each moment on the website.

If Welcome finds that the price indicated for the stay or reservation is incorrect, it will inform the User as soon as possible, giving him the choice between reconfirming the reservation at the correct price or proceeding with the respective cancellation.

If it is impossible to contact the user, the reservation will be canceled and the user will be fully refunded of the reservation price, if he has already paid for it.

Prices are subject to change at any time, but, except as noted above, this change will not affect reservations for which a Confirmation has already been issued.

The prices indicated include accommodation, use of all goods in the house, water, gas, electricity, internet and television expenses (basic package).

In accordance with the rules and regulations in force, the prices of services indicated on this website also include Value Added Tax (VAT) at the legal rate in force.

Payment for the booking must be made by bank transfer, debit/credit card (through the Payments system of RedUnicre or Paypal) or in cash. The payment of the remaining amount of the stay must be made when access to the reserved property (key) is granted and must be made in cash, debit/credit card or previously by bank transfer.

All intermediate payment costs will be supported by the User.

Customer data and written communications are under confidentiality, and will not be provided to third parties, with the exception of competent public entities, namely the Foreigners and Borders Service.

Personal data will be used exclusively for the purposes of the services requested by the Client and for the purposes of advertising and marketing of Welcome services in future communications.

The cancellation of a reservation by the User (including reasons of force majeure), implies the payment of a compensation to Welcome for the opportunity cost involved.Likewise, reducing the number of nights or reducing the number of guests during the stay also implies a loss of revenue for Welcome, so this implies the payment of an amount in proportion to the loss of revenue.The costs for the User are:

  • Cancellation or change of dates (subject to availability) 16 days or more before the arrival date – refund of the total amount of the reservation;
  • Cancellation or change of dates (subject to availability) 15 days or less before the arrival date – there will be no refund of the reservation amount;
  • No show – there will be no refund of the reservation amount and the reservation is canceled the day after the scheduled arrival date;
  • Anticipation of the check-out date during the stay – there will be no refund of the amount paid for the stay.

The refund of any amount paid will be made by the same payment method (bank transfer), with the exception of cash payments and credit/debit card, the refund will be made by bank transfer, and the costs of this transfer are supported by the User.

Any changes or cancellations must be made by written communication (will not be accepted by phone).

The change of dates of the stay will be analyzed individually by Welcome and the User may incur costs, if this change constitutes a loss for Welcome. Welcome recommends that Users take out travel insurance for any cancellation due to force majeure.

Welcome’s liability for any booking through this website is limited solely to the respective purchase price.

Welcome Here, Lda. Is not responsible for any damage that directly or indirectly results from the inappropriate use of the apartment, including damages, thefts, insecurity, illegal behavior, improper use of equipment, namely by the elderly, people with disabilities or by children, resulting from failure to monitor their duty. The same applies to any deficiencies in the supply of gas, electricity, water, internet, television and services provided at the condominium level.

The User acknowledges and accepts that all copyrights or rights relating to trademarks and other intellectual property rights, relating to any and all material and content that are part of this website remain at all times the property of Welcome or its licensors. The User is allowed to use said material only within the limits expressly authorized by Welcome or its licensors. This does not prevent the user from using this website to obtain quote proposals, a copy of a reservation or the terms of the Contract.

The applicable legislation requires that some of the information or communications that Welcome sends to Users must be in written form. By making use of this website, the User accepts that the communication between him and Welcome includes, above all, the electronic form. Welcome will contact the User by email, WhatsApp or provide information by inserting notices on this website. For contractual purposes, the User accepts this means of communication electronically and acknowledges that any contracts, notices, information and other communications that Welcome transmits to him electronically satisfy the legal requirement that such communications be made in writing.

All communications from the User to Welcome must be sent through the electronic form or email addresses referred to on the website.

Welcome can communicate with the user either by email or other electronic support (SMS, WhatsApp) to the address and/or telephone contact included in the reservation.

Welcome undertakes to respond to the customer within 48 hours after receiving a communication.

The User undertakes to communicate any changes in his contacts.

The User may not transmit, assign or encumber his contractual position, or by any other means have the Contract or any rights or obligations arising therefrom, without the prior consent of Welcome, given in writing.

Welcome will not be responsible for breach, or delay in performance, of any obligation arising from the Contract that is due to an event beyond its reasonable control (“Force Majeure Event”).

A Force Majeure Event comprises any event, act or omission outside Welcome’s reasonable control and includes, in particular (but not exclusively), the following:

a) Strikes, lock-outs and other labor actions;

b) Civil uprisings, turmoil, invasion, terrorist attack or threat of terrorist attack, war (declared or not) or threat of war preparations;

c) Fire, explosion, storm, flood, earthquake, sinking, epidemic or other natural disaster;

e) Impossibility of using public or private telecommunications networks;

Welcome’s obligation to comply with any Contract will be suspended for the duration of a Force Majeure Event and will give rise to an extension of the respective term equivalent to that duration. Welcome will make reasonable efforts to end a Force Majeure Event, or to find a solution that will enable it to fulfill its contractual obligations despite the existence of a Force Majeure Event.

If Welcome, at any time during the term of the Contract, refrains from demanding the fulfillment of any obligation that the User derives from the Contract or these Terms, or from exercising any right or power provided for in them, this will not constitute a waiver of those rights and faculties and will not exempt the User from fulfilling his obligations.

Welcome’s resignation of the exercise of any right or faculty, in the event of a particular default of the User does not mean resignation of rights or faculties in the event of a subsequent default.

Welcome’s resignation of any right resulting from the Contract or these Terms will only be effective if it is contained in a written communication sent to the User in the manner provided for in the Communications clause, where he expressly declares the resignation.

The declaration of invalidity, illegality or ineffectiveness, by the competent authority, of any of the provisions of these Terms and Conditions will not affect any of the remaining provisions, which will continue in full force.

The attached documents are an integral part of these Terms and Conditions:

a) “Procedures” (Document Annex 1), which defines all the procedures to be carried out when checking in, staying and checking out;

b) Contract for the Provision of Temporary Local Accommodation Services (Document Attached 2), which defines the contractual terms of use by the Client, rights and responsibilities of the intervening parties. The applicability of this document resides during the Customer’s stay.

These Terms and any document referenced therein constitute the entire agreement between the parties regarding the formation of a Contract.

Welcome has the right to change these Terms and Conditions at any time. The User is subject to the principles and terms in force on the date of his reservation, unless the law or the competent authority imposes any changes to them, or to the Privacy Policy (such changes being applicable to the reservations already made).

Welcome and the User undertake to comply reciprocally with all the obligations assumed in these Terms, and in everything else the Portuguese Law in force will apply. For the resolution of disputes arising from these Terms, the jurisdiction of the district of Sintra is stipulated as competent jurisdiction.

The check in time is from 15:00.

Early check-in is possible upon availability of Welcome with an additional cost of 60% of the daily rate. Welcome Here reserves the right to confirm availability close to the check-in date.

Alternatively, the user can leave luggage in a storage room free of charge while waiting for the check-in time, subject to the availability of a Welcome employee. The user will have to sign a declaration stating that Welcome is not responsible for the contents of the luggage and is also not responsible for occurrences such as theft, vandalism, damage, flood, collapse or any other event.

The identification of the Welcome employee who will do the check in, the meeting time and meeting point will be informed via email or WhatsApp to the User.

The User must contact up to 1 hour before arrival at the apartment and in case of delay.

Check in after 22:00 has an additional cost of 30€.

The Client must have in his/her possession his/her original identification document (identity card, citizen’s card or passport) and of all accompanying persons.

Upon check in, the Welcome employee will have the following functions:

  • Explain the operation of household appliances and housing details;
  • Request the signing of the Contract for the provision of temporary local accommodation services and respective annexes;
  • Register the identification data of all Guests for the purpose of completing the contract and communicating with the competent national authorities, namely the Foreigners and Border Service under Article 16, Law No 23/2007 of 4 July 2007;
  • Present the information file on equipment and accessories;
  • Deliver the property key and garage command (if applicable);
  • Indicate to the Guest who are Welcome’s employees who can be contacted if necessary during the stay.
  • Receive the remainder of the payment (in cash or credit/debit card), unless the User has already paid via bank transfer.
  • Receive from the User the amount destined for the security deposit due to imprudent use of the property and its assets.

NOTE: the maximum withdrawal limit at an ATM in Portugal is 400€/day, 200€ per withdrawal.

2.3.1 Cleaning

The apartment will be cleaned before each User arrives.

For stays of 9 nights or more, an intermediate cleaning is performed (mid-stay or at least 7 days of use, depending on the length of stay) with change of bed linen and towels. There is no washing of the dishes or collection of garbage scattered around the apartment.

For stays longer than one month, the periodicity of the intermediate cleaning can vary between 7 or 10 days of use, according to the budget presented.

Welcome charges final cleaning for stays up to 4 people:

  • up to 29 nights: 20€
  • 30 to 59 nights: 40€
  • 60 nights and more: 60€

Price on request for stays with 5 or more guests, regardless of the number of nights of the stay.

Upon leaving, the Guest must leave the apartment in a reasonable state of cleanliness and remove the trash. Otherwise, Welcome will be entitled to charge additional cleaning costs.


2.3.2 Equipment malfunctions, property breakdown, doubts

In all these situations (and others) that affect the normal use of the contracted goods and services, the Guest must contact Welcome through any available means of communication, so that it can begin to solve the identified problem. If a visit to the apartament is necessary, it will be previously scheduled with the User.

The User who signs the Local Accommodation Contract will be responsible for the behavior of all persons accompanying him/her, and must avoid the practice of any illegal activity or against public health. He/she must also take due care and respect with the equipment present in the apartment and avoid damaging them, notifying Welcome of any change in the order or breakage/damage of material.

Welcome reserves the right to ask the Client for the identification of the guests who accompany him during the stay.

The purpose of the security deposit (deposit amount) serves as a guarantee to cover any damages that may occur during the stay and that are the responsibility of the User.

The security deposit is 200 euros for stays less than 4 weeks; 300 euros for stays longer than 4 weeks.

Payment of the deposit can be made by bank transfer or cash. Upon check out, the Welcome employee will check the condition of the apartment, accessories and appliances and, in case of normality, return the deposit paid in the same way received (bank transfer or cash).

Check-out time is until 11 am.

The identification of the Welcome employee who will be at check out will be informed via email or WhatsApp to the Guest.

Late check-out is possible subject to availability with an additional cost of 60% of the daily rate. Welcome Here reserves the right to confirm availability close to the check-out date.

Alternatively, the user may leave the luggage free of charge in a storage room on the same day until 8 pm and subject to the availability of a Welcome employee. The user will have to sign a declaration stating that Welcome is not responsible for the contents of the luggage and is also not responsible for occurrences such as theft, vandalism, damage, flood, collapse or other alien event.

The User must respect the agreed check-out time in case of delay, he must notify Welcome in a timely manner.

Upon check out, the Client must be present. In case of impossibility, he/she must inform Welcome that will analyze the situation and possible solutions.

Upon check out, the Welcome employee will have the following functions:

  • Receive the house key;
  • Check the condition of the house and goods, as well as the cleanliness of the place;
  • Return the security deposit to the situation of prudent use of goods and normal cleaning of the house;
  • Signature of the Client, of the document of return of the deposit amount.