Cancellation policy
1. Introduction
The cancellation and refund policy aims to ensure transparency regarding the terms of your stay at Sobrado Countryside House , located at Sobrado street 156 Barros, Vila Verde. Our commitment is to provide a safe and pleasant experience and we believe that a transparent policy contributes to the trust and satisfaction of our guests.
2. Booking procedures and rate types
2.1. Reservations must be made exclusively through official booking platforms or directly with the host, using the contact details specified.
2.2. To guarantee the reservation, the guest may be required to pay a deposit or full amount that will be calculated based on the rates selected at the time of booking.
2.2.1. Payment method: Payment may be made via bank transfer, credit card or payment platform such as PayPal. Detailed information for each payment method will be provided at the time of booking.
2.3. In the case of payment of a deposit, as a reservation guarantee, the remaining balance must be settled in accordance with the instructions provided at the time of booking.
2.4. Late Payment Policy: If the balance of the reservation is not paid by the stipulated date, the reservation will be considered canceled and the guest will lose the deposit amount paid.
2.5. Rate types
At the time of booking, we may offer two types of rates, subject to availability, each with its own specific characteristics:
2.5.1. Flexible rate:
Payment of the deposit indicated at the time of booking and the remainder as defined in the booking confirmation;
Cancellation possible up to 14 days before the check-in date;
Booking changes allowed, provided they are made up to 14 days before the check-in date.
2.5.2. Non-refundable rate:
Deposit or 100% of the total amount of the stay, as indicated at the time of booking, and the remainder as defined in the booking confirmation;
No possibility of cancellation or refund;
Changes only in exceptional cases of health or death upon presentation of proof issued by the competent authority.
3. Booking Cancellations
3.1.Cancellation by the guest:
To cancel a booking, the guest must contact our accommodation by email or through the form on our contact page and provide the following details:
Full name;
Booking date;
Copy of booking confirmation.
3.1.2. From the moment we receive the request and confirm it, we will process the cancellation of the booking and the respective refund will be made according to the type of rate of the booking:
3.1.2.1 Flexible rate reservations:
If a cancellation is requested in accordance with the rules for this type of rate, a voucher for the amount already paid will be issued, to be used within the availability of the accommodation or, alternatively, a refund of the amount already paid minus a 2% fee for administrative and banking costs.
3.1.2.2 Non-refundable reservations:
No refunds will be issued.
3.2. Cancellation by the Accommodation:
We reserve the right to cancel a reservation in accordance with the following circumstances:
3.2.1. Emergencies at the property (e.g. damage to the structure, serious electrical or plumbing problems);
3.2.2. Force majeure (e.g. natural disasters, mandatory lockdowns);
3.2.3. Overbooking: in any overbooking situation detected, we will immediately contact the guest in question to reschedule or refund the amount of the payment already made;
3.2.4. Irregularities with the documentation presented by the guest, namely false declarations;
3.2.5. In the event of cancellation on our part, the guest will be asked to consider the possibility of granting a voucher for the amount already paid or a refund of the amount paid up to that moment.
4. Booking changes
4.1. Changes to bookings must be requested in advance as long as they fall within the conditions of the flexible rate. Guests may change:
Check-in or check-out dates;
Change of guests as long as they comply with the rules and accommodation capacity defined;
4.2. Change requests must include:
The name of the guest;
The initial date and new date of the booking;
Indicate a change in the composition of guests.
4.3. Depending on availability, the guest must pay the difference in the rate between the initial booking and the rate on the rescheduled date.
5. No-Show Policy
5.1. If the guest fails to show up on the day of check-in and does not notify the guest in advance of the new arrival date, the reservation will be considered cancelled at midnight on the scheduled day, with no right to a refund.
6. Refund Process
6.1. Once the cancellation request has been processed (if applicable), a cancellation receipt will be issued.
6.2. Refunds will be made using the same payment method used for the reservation.
6.3. The refund will be processed within 10 business days, and may take longer in cases of bank processing.
6.4. A refund confirmation email will be sent to the guest once the refund has been processed.
7. Final Considerations
Acceptance of the terms of this policy is mandatory at the time of booking. This document may be updated periodically, and all guests who make reservations will have access to the most recent version on our booking platform.
8. Contacts
For any questions or clarifications about our return policy, please contact us via email: acasadesobrado@gmail.com
Opening hours: Monday to Friday, from 9 am to 6 pm.
9. Comments and Suggestions
We invest in the continuous improvement of our services and policies. Feedback is very important to us! We ask our guests to share their experiences and suggestions with the aim of helping us provide excellent service.
We appreciate your understanding and wish you a wonderful stay!
Effective Date: May 2025