Refund & Cancellation Policy

Last Updated: 22 November 2025

This Refund & Cancellation Policy explains how cancellations, refunds, rescheduling, and no-show situations are handled at Avalanche Algarve (“we”, “us”, “our”). It applies to all services including bike rentals, guided tours, delivery services, and repairs.

By booking with us, you agree to this Policy in full. If you have questions, contact us at avalanche.bikeshop@gmail.com.

1. General Principles

We aim to be flexible and fair. We understand travel plans can change, and we do our best to accommodate reasonable requests.

This Policy complies with:

EU Consumer Rights Directive
Portuguese Consumer Law
General principles of fairness and transparent pricing

2. Free Cancellation Window

For most rentals and tours, you may cancel for free if you notify us at least:

24 hours before the scheduled start time (standard bookings)
48 hours before the start time (group bookings of 4+ bikes)
72 hours before the start time (private guided tours)

Cancellations received within these windows qualify for a full refund or 100% credit note (your choice).

3. Late Cancellations

If you cancel after the free cancellation window, the following applies:

Cancelling less than 24 hours before → 50% charge
Cancelling less than 12 hours before → 75% charge
Cancelling less than 6 hours before → 100% charge (no refund)

These charges reflect operational costs such as scheduling, preparation, and delivery allocation.

4. No-Show Policy

If the customer does not appear at the scheduled delivery location or meeting point and does not notify us:

No-show = No refund

We keep the booking slot, bike allocation, and labour blocked, so full charges apply.

5. Weather-Related Cancellations

Portugal’s Algarve region is usually calm, but severe weather may occasionally affect cycling.

If weather is unsafe (high winds, storms, flooding):

We may postpone or cancel the booking
You may choose either:

Free rescheduling, or
Full refund

Light rain or cloudy conditions do not qualify for free cancellation, unless the route becomes genuinely unsafe.

6. Delivery Failure (Customer Side)

If delivery cannot be completed due to customer actions (wrong address, no one available to receive the bike, invalid phone number), we may:

Reschedule the delivery (subject to availability)
Charge an additional delivery fee
Apply late cancellation/no-show rules if delivery repeatedly fails

7. Refunds for Early Returns

If the bike is returned early, no partial refund is provided for unused days.

This is because rental stock, labour, and scheduling are committed for the full agreed duration.

8. Mechanical Issues During Rental

If a mechanical issue occurs that is not caused by misuse:

We provide assistance or replacement bike at no extra cost

If we cannot repair or replace the bike within a reasonable time:

You may request a partial refund for the unused portion of the rental

If damage is caused by obvious misuse, improper handling, or accidents, the customer remains fully responsible (see Damage Policy).

9. Refunds for Guided Tours

Full refund if cancelled 48+ hours before.

Partial refund (50%) if cancelled 24–48 hours before.

No refund if cancelled within 24 hours, unless weather conditions make the tour unsafe.

If the guide cancels due to illness, weather, or unexpected closures, you will receive a full refund or free rescheduling.

10. Refund Method & Timeline

Approved refunds are processed via:

Original payment method (preferred)
Bank transfer within Portugal/EU
Credit note (valid for 12 months)

Refund processing time: 3–10 business days.

11. Gift Vouchers & Credit Notes

Gift vouchers and credit notes are:

Non-refundable
Transferable
Valid for 12 months from issue date

12. Exceptions & Special Cases

Refunds will not be issued for:

Customer injury unrelated to our equipment
Route closures outside our control
Missed meeting points due to incorrect directions entered by the customer
Events categorized as “force majeure”

We may offer partial credit at our discretion depending on circumstances.

13. Contact Us

If you need to cancel, modify, or request a refund, contact us:

Avalanche Algarve
Rua 5 de Outubro lt1
8150-114 São Brás de Alportel
Portugal

Phone: +351 963 415 122
WhatsApp: +351 966 436 534
Email: avalanche.bikeshop@gmail.com

We respond within 1–6 hours, 7 days a week.