General Terms and Conditions
General Terms and Conditions
New Life Portugal is a Retreat Hotel and not a clinic or a primary care centre, therefore all guests are fully responsible for their health, physical and mental wellbeing during their stay. If you are searching for a primary care centre, please check our suggested partners.
Healthcare – health centres and hospitals in the surrounding area are at a distance of between 30 minutes to 2 hours driving time. No medical team onsite. Health emergencies will be addressed to the Portuguese emergency national line.
Medication and pharmacies – guests are responsible for bringing all needed medications while travelling to New Life Portugal. There are pharmacies in the surroundings that might require a valid medical prescription in case of need. New Life Portugal cannot administer any medicals.
Alcohol and other substances – New Life Portugal is a sober retreat and it is not permitted to consume alcohol or any other substances nor to be intoxicated from any substance on the facilities. You may be asked to leave our programmes if we have reason to believe that there has been non compliance, with no right to refund.
We request that you have at least a minimum of 30 days sobriety prior to your arrival.
Meals, allergies and dietary restrictions – Our nutritious meals are served in a buffet where allergens are identified. We have vegan and vegetarian options available. We do not have the possibility to offer special or different diet to guests, if you have a special request please contact us beforehand to see if we can accommodate your needs.
Admissions – to attend some specific programs and services we might request information in order to access if we can provide the services you expect. If you fail to disclose in your application, something which would fall outside of affect our admissions criteria, you may be asked to leave our programmes, with no right to a refund.
Reservation policies
A reservation is complete when the user has provided the required information, complied with the RESERVATION POLICIES stated on this document and confirms to know and accept the terms and conditions on this document. All reservations are subject to availability. The Retreat reserves the right to assign the rooms according to the occupancy and operation. We do not guarantee a specific room upon booking as this is subject to the operation. Special requests are taken into consideration but are not guaranteed.
Booking confirmation – A valid credit card is always required to confirm a booking.
Payment of the total amount must be made at least 30 days before the arrival day, by credit card or bank transfer.
For programmes and pathways (3+, 7+, 14+ and 28+ nights):
– Payment of the total amount must be made at least 30 days before the arrival day, by credit card or bank transfer.
– Cancellation Policy – Cancellations free of charge up to 30 days before the day of arrival:
– Full refund
– Refund does not apply in the following situations –
– Cancellations made within 30 days prior to the day of arrival.
– Cancellations or reservation modifications made after check-in
– No-show
For “Just be here” rate and Packages:
– Payment of the total amount must be made at least 7 days before the arrival day, by credit card or bank transfer.
– Cancellation Policy – Cancellations free of charge up to 7 days before the day of arrival:
– Full refund
– Refund does not apply in the following situations –
> Cancellations made within 7 days prior to the day of arrival.
> Cancellations or reservation modifications made after check-in
> No-show
Extensions – Extension requests are not considered firm bookings. Payment should be made within 48 hours of the request in order to secure your room or the extension will be automatically cancelled.
Changing programme paths – Programme changes are subject to room and staff availability. Programme changes must be approved by our administrative team. Participants in the Reconnect and Heal wishing to change programmes should also first seek confirmation from the counselling team prior to submitting their request to the office. Balances will be carried over between programmes.
Check-out – Payment of the total amount due at the end of your stay may only be made by credit card, in cash (subject to current transaction regulations) or by debit card.
To be able to pay the outstanding amounts by bank transfer, payments must be made 4 business days in advance for international transfers. The transfer receipt must be presented to the Guest Service department, and the deposit must be verified before departure, for the payment to be considered valid.
Hotel General Policies
Children – We are an adult only facility.
Smoking – Smoking is prohibited on site apart from in designated smoking areas, this includes all communal areas, accommodation rooms, balconies and terraces. New Life Portugal is authorised to charge the guest to pay for cleaning, laundry and deodorisation costs due to non-compliance with this rule.
Pets – guests are not allowed to bring pets.
Check in, check out and visitor policy – Check in is from 12pm until 6pm;
Check in procedure: during the check in procedure you will be requested to provide documentation and information about your condition to be eligible to use our services. The failure to do so will result in a cancellation of the check in process and the right to refuse your admission.
Check-out time is 12:00 pm. In the event of non-compliance with the check-out time, New Life Portugal reserves the right to request compensation from the guest, corresponding to the daily rate of the room in question.
Guests cannot invite non-guests onsite or to accommodation rooms without prior authorisation.
Front office working hours – Front office is opened from 9am to 6pm
Noble silence – from 9:30 pm to 8.30 am we practice being in silence
Code of Ethics – Disruption to the normal operation of our Retreat Hotel and non-compliance with our House Rules may lead to cancellation of the stay without refund. The hotel reserves the right to refuse admission and remove from its premises any guest who does not behave within ethical manners and agreeable practices within the community.
Liability
Damages – New Life Portugal guests are liable for any damage caused directly or indirectly by them personally except when the damage is the result of normal wear and tear. New Life Portugal does not take responsibility for any damages or theft in our car park. New Life Portugal is not responsible for the loss of guest’s belongings and objects. New Life Portugal cannot be blamed for any contractual shortcoming if it was the result of force majeure situations for which New Life Portugal is not liable, such as (non-exhaustive) strikes, fire, public-sector actions, terrorist threat, etc. New Life Portugal is not liable for any damages that may happen that affect the guest or their belongings, resulting from activities in which the guest participates including (but not exhaustive) hiking, cycling, kayaking, sauna, steam, spa and swimming pool, etc.
Please be advised that all the information on this document is subject to change without notice so please contact the hotel directly for further details.
