Terms & Conditions.

Lost In Madeira organises guided hikes in Madeira, in small private groups, on the routes shown on the website and in the booking confirmation. We also sell a self-guided PR1 package, described in section 03.

Each hike includes the services listed on its activity page and in the confirmation email. The description, distance, duration, elevation gain, difficulty, transport and price are given for guidance and may be reasonably adjusted because of weather, safety, trail conditions or the needs of the group.

Hikes take place in natural surroundings, with uneven ground, wet areas, steps, climbs and descents, narrow paths, tunnels and exposure to the weather. Taking part means you understand the nature of these activities.

The PR1 package is a self-guided hike on the PR1 trail, from Pico do Arieiro to Pico Ruivo and Achada do Teixeira. No guide accompanies you on the trail. Where this section differs from the rest of these Terms, this section applies to PR1 bookings.

• Included: the PR1 entry ticket for the time slot you booked, and the return transfer from Achada do Teixeira back to Pico do Arieiro.
• Not included: transport to Pico do Arieiro at the start, food, drinks and personal gear.

Times. You must start the trail at the time slot on your ticket and be at the transfer meeting point at the agreed time. If you miss the transfer or your time slot, the service is treated as used, with no refund, and any extra transport is at your own cost.

Cancellation. Cancel in writing, by email or WhatsApp, at least 48 hours before your time slot for a full refund. Cancellations less than 48 hours before, no-shows and late arrivals are not refunded. If the trail is officially closed or we cannot provide the transfer, you can choose a new date or a full refund.

Your responsibility. You walk the trail at your own pace and risk. Before booking, check that the hike suits your fitness and experience, follow the official trail rules and signs, and check the weather on the day. The route is a high-mountain trail with steep steps, tunnels and exposed sections, and is not recommended for people with vertigo. Sections 09 (Participation requirements), 10 (Gear and behaviour) and 12 (Liability) also apply. We strongly recommend personal travel insurance that covers hiking.

You can book directly on the website, by WhatsApp, by email or through the contact form.

A booking is only confirmed after:

1. We receive the details requested for all participants;
2. A deposit of 30% of the total price is paid;
3. Lost In Madeira sends a confirmation email.

After confirmation, you will receive information about the hike, the meeting or pickup point and time, the recommended gear and any other necessary instructions.

Hikes are organised for private groups and require a minimum of 2 participants. The maximum is 6 people per booking; for larger groups, contact us for a tailor-made hike. We do not combine participants from different bookings unless agreed beforehand.

Prices on the website are per person, unless stated otherwise.

The 30% deposit is paid at the time of booking. The remaining 70% is due at least 72 hours before the hike.

For bookings made less than 72 hours in advance, full payment may be required at the time of booking.

A booking may be treated as cancelled if payment is not made within the stated deadline. Any processing fees charged by payment providers may be non-refundable, where applicable.

Transport is included for groups of up to 6 people, with pickup in central Funchal, unless stated differently on the hike page or in the confirmation email.

For pickups at hotels or accommodation outside central Funchal, an additional charge may apply. Any extra transport cost will be communicated and agreed with you before the booking or before it is charged.

You must be ready at the confirmed pickup point and time. Delays that prevent the hike from taking place may be treated as a no-show, with no refund.

Cancellation or change requests must be made in writing, by email or WhatsApp, using the official Lost In Madeira contacts.

• 7 days or more before the hike: cancel or change at no cost; all amounts paid are refunded in full.
• Between 3 and 7 days before the hike: the 30% deposit is non-refundable. Where possible, it can be transferred to a new date, subject to availability.
• Less than 72 hours before the hike: no refund.
• No-show, late arrival or leaving after the activity has started: no refund.

For leisure activities held on a specific date or period, the 14-day legal right of withdrawal that applies to many distance contracts may not apply. The cancellation policy communicated at the time of booking applies, without prejudice to your legal rights.

Safety comes first. Lost In Madeira may change, shorten, postpone or cancel a hike because of adverse weather, official trail closures, risk of rockfall, fire, strong wind, low visibility, landslides, unsafe ground conditions, access problems, force majeure or other circumstances that could compromise safety or the quality of the activity.

Whenever possible, we will offer an alternative hike or a new date.

If no suitable alternative is possible, we will refund in full the amounts paid for services not provided. Lost In Madeira is not responsible for your indirect costs, including flights, accommodation, meals, external transport, lost holiday time or other personal expenses, without prejudice to your rights under applicable law.

If a hike has already started and has to be changed or interrupted for safety reasons, there is no partial or full refund, unless Lost In Madeira decides otherwise or the law provides differently.

You are responsible for deciding whether the hike suits your fitness, experience and health.

Before booking, please read the hike description, including duration, distance, elevation gain and difficulty. Long or demanding trails require good fitness and previous experience of hiking on mountain or uneven terrain.

You must tell Lost In Madeira, before the booking is confirmed, about any medical condition, allergy, recent injury, medication, pregnancy, mobility limitation or other factor that could affect safe participation.

Lost In Madeira may refuse or stop the participation of anyone whose physical condition, equipment, behaviour or state of health is considered a risk to themselves, the group or others. In such cases there may be no right to a refund, without prejudice to your legal rights.

You must use the gear listed in the confirmation email, including, where applicable, hiking shoes with good grip, clothing suited to the conditions, water, a snack, sun protection, a waterproof or windproof jacket, and a torch or headlamp on routes with tunnels.

You must always follow the guide’s instructions, respect the limits of the group, not leave the route without telling the guide, and act responsibly towards the environment, other trail users and local property.

Littering, damaging vegetation, entering restricted areas, consuming alcohol or substances that affect safety, and any behaviour that puts people or the environment at risk are not allowed.

Our hikes include civil liability insurance and personal accident insurance, which apply during the activity and are subject to the terms, limits, exclusions and conditions of the respective policies.

Including these insurances does not replace our recommendation that each participant has personal travel insurance, including medical cover, cancellation, repatriation and outdoor activities, according to their needs.

Details of the cover and the procedure in case of an accident are available on request or at the time of booking confirmation.

Lost In Madeira undertakes to organise hikes with due care, in line with the safety conditions assessed on the day.

However, hiking in natural environments involves inherent risks, including falls, slips, injuries, sudden weather changes, unstable ground, obstacles, sun exposure, cold, rain, wind, tunnels, lack of phone signal and delays.

Within the limits allowed by law, Lost In Madeira is not liable for loss, damage, accidents or expenses resulting from:

• Incomplete or incorrect information provided by you;
• Lack of adequate fitness or failure to follow the guide’s instructions;
• Use of unsuitable equipment;
• Actions of third parties, natural phenomena, force majeure or circumstances beyond the organiser’s reasonable control;
• Loss, damage or theft of personal belongings.

Nothing in these Terms excludes or limits consumer rights or liabilities that cannot be excluded or limited by law.

During hikes, photos or videos may be taken for the communication and promotion of Lost In Madeira, including on the website and on social media.

If you do not authorise the use of your image, please tell us in writing before the hike starts. Your participation will not be affected by this decision.

The personal data collected during booking is used to manage the booking, communicate with you, organise the activity, comply with legal and insurance-related obligations and ensure participants’ safety.

For more information on how we process personal data, see the Lost In Madeira Privacy Policy.

Please report any issue or complaint as soon as possible at bookings@lostinmadeira.pt or on WhatsApp (+351 926 795 659), so we can find a suitable solution.

We provide the Electronic Complaints Book.

These Terms are governed by Portuguese law. In case of a consumer dispute, you may turn to the legally competent alternative consumer dispute resolution bodies.

Lost In Madeira may update these Terms at any time. The version that applies is the one published on the website on the date of your booking.