Terms and Conditions of Service

HELPLAR is a trading name operated by DOUGLAS REIS SOUZA, UNIPESSOAL LDA, a private limited company with tax number (NIPC) 519628489, registered at Rua do Carmo, n.º 51, 9050-019 Funchal, Madeira Island, operating in the construction sector (hereinafter "Helplar"). These terms govern the provision of renovation, construction, design and property management services and apply to all enquiries, technical visits, quotes and works.

By requesting a technical visit or accepting a quote, the client confirms having read and accepted these terms. The specific conditions of each project are set out in the written proposal, which prevails over these terms in case of conflict.

HELPLAR is the trading name under which the company identified in clause 1 provides its services. As is common practice in Madeira, the company may be represented before third parties, digital platforms and verification bodies by persons it designates, in its name and on its behalf. For that reason the brand may appear associated with the name of a representative in certain registrations or media.

Such representation is an act of the company and does not change the relationship with the client: the service is always provided, invoiced and guaranteed by the company identified in clause 1, with the same team, the same commitments and the same standard of execution. Representation by designated persons in no way reduces Helplar's responsibility or what Helplar delivers.

The HELPLAR brand, logo, trading name, website texts and photographs, quotes, designs and 3D presentations are the property of the company. The applicable legal protection measures, including those relating to trademark registration, are being taken. Their use, reproduction or imitation by third parties without written authorisation is not permitted, and Helplar reserves the right to take appropriate legal action against any misuse.

Helplar specialises in full renovations of houses and apartments, construction and extensions, restoration of older houses, design and 3D presentation, exteriors, bespoke interiors and property management for absent owners.

Electrical, plumbing, window and door, painting and repair work is carried out as part of ongoing projects and not as stand-alone services. Helplar reserves the right to decline requests outside its scope of activity or incompatible with its execution capacity at the time.

The technical visit costs between €35 and €50, set according to the property's location and communicated to the client before booking. This amount covers the technician's travel and the preparation of the detailed quote, and is paid at the time of the visit.

Scope. The visit fee covers the survey of the property and the preparation of the detailed quote. Any visualisation of the result, such as a 3D model, photorealistic images or a virtual tour, is a separate design service, quoted and agreed with the technician before it is produced, and is not included in the visit fee.

During the visit, Helplar surveys the property, records measurements and photographs and listens to what the client wants. The appointment may be rescheduled by either party with at least 24 hours' notice.

Refund. Once the visit has taken place, the amount is not refunded, since the technician travelled to and inspected the site. The only exception is where the deadline for delivering the detailed quote under clause 5, including any new date communicated by Helplar, has expired without the quote being delivered. In that case the amount is refunded in full.

Helplar's quote is a technical document listing every material, every item of work and VAT, the expected schedule and the payment terms. It is prepared to a level of detail above common practice, so that the client can use it for bank financing applications or with insurers.

Delivery time. The quote is delivered between 7 and 30 days after the visit, depending on the complexity of the case. Helplar may deliver it sooner and reserves the right to deliver it later when demand or unforeseen events so require, informing the client of the new date.

Validity. The quote is valid for 30 days from its date of issue, unless otherwise stated in the document. After that period, material and labour prices may be updated.

Use. The quote is prepared for the client's decision and for the purposes stated above. It does not constitute a specification for execution by third parties, and Helplar is not responsible for work carried out by others on the basis of it.

Acceptance is made in writing, by accepting the quote and the conditions it sets out. By accepting, the client agrees to the payment plan and payment methods defined in the proposal.

Payment plan. Payment is made in four stages, normally 30%, 30%, 30% and 10% of the project value: a deposit on acceptance, covering planning, ordering of materials and mobilisation of the team; two intermediate stages, paid at the start of each phase of the works; and a final 10% stage on handover. The proposal may provide for a higher deposit where the project requires the ordering of specific or long lead-time materials, and it is the proposal that defines the percentages and content of each stage.

Non-payment. Work only starts once the deposit has been paid. If a stage is not paid by the due date, Helplar may pause the work at the corresponding stage until payment is settled, and the schedule is adjusted accordingly, without any liability for Helplar. Overdue amounts may bear interest at the statutory rate and the documented costs of recovery.

Payment methods. Bank transfer to the account indicated in the proposal, MB WAY and credit or debit card are accepted. For card payments, the payment operator's fee, where applicable, is checked and communicated to the client before payment. Helplar issues an invoice for each payment.

Any change to the design or the quote, whether requested by the client or arising from conditions of the property that were not visible at the visit, is presented in writing with its cost and effect on the schedule, and is only carried out once approved by the client in writing. Without that approval, Helplar carries out what is set out in the accepted quote.

The works schedule is set out in the quote and is a priority for Helplar: to meet the deadline or deliver ahead of it.

Unforeseen events beyond Helplar's control may occur, such as supplier delays, hidden conditions of the property, weather, licensing, pending client decisions or changes in scope. In such cases, Helplar informs the client as soon as it becomes aware, explains the cause and presents the new schedule in writing. A delay communicated and justified under these terms does not give rise to compensation.

Neither party is liable for non-performance caused by events beyond its reasonable control, such as natural phenomena, fire, strikes, decisions of public authorities, epidemics or general supply failures. Deadlines are suspended for the duration of the event and adjusted in writing as soon as it ends.

The client undertakes to:

• ensure access to the property on the agreed days and times;
• provide water and electricity for the works;
• obtain the authorisations that depend on the client, such as those of the condominium or the municipality, unless the proposal includes that service;
• make decisions on materials and finishes within the agreed deadlines, so as not to stop the works;
• meet the payment milestones.

Delays in meeting these obligations may change the schedule and cost of the works, which will be communicated in writing.

Work takes place on working days, during the hours agreed in the proposal, respecting the condominium rules and applicable noise regulations. The client ensures that Helplar may use the necessary accesses, lifts and common areas, and informs the condominium where required.

Keys entrusted to Helplar are kept carefully, used only for the works and returned on handover. Helplar keeps the site in reasonable conditions of safety during the works.

Materials are those stated in the quote. If a material becomes unavailable, Helplar proposes an equivalent alternative, which is only applied with the client's approval.

Materials chosen and supplied by the client are installed with the same care, but Helplar does not guarantee their quality, suitability or durability, nor is it responsible for delays in their delivery.

Helplar carries out its projects with its own team. For work requiring specific certification or specialisation, such as gas, lifts, air conditioning or technical testing, it may engage certified specialists, under its coordination and responsibility, at no additional cost to the client beyond what the quote provides.

Helplar is responsible solely for the work it carries out. It is not responsible for previous or parallel work carried out by other companies or professionals, nor for services those third parties have not delivered as expected.

Where a Helplar project involves work by third parties, the quote identifies the scope of the intervention and its limitations. The correction of pre-existing defects is quoted separately.

The quote is based on what is visible and measurable at the technical visit. Hidden problems, such as damp, old services, structural elements, infestations or hazardous materials, that can only be detected once work is under way are communicated to the client with photographic records and, where they require intervention, quoted as additional work under clause 7.

Removal of construction waste and final cleaning are included where the quote so states. During the works, Helplar keeps the site in reasonable conditions of cleanliness and safety. Fine cleaning for occupation, where not provided for in the quote, is quoted separately.

At the end of the works, Helplar carries out the final inspection with the client and records in writing any snagging items to be corrected, with a deadline for their completion.

The works are deemed accepted upon signature of the handover report or, in the absence of written communication from the client within five working days of the notice of completion, on the date of that notice. Recorded snagging items do not prevent acceptance or payment of the final stage, unless they prevent normal use of the property.

All work carried out by Helplar is delivered with a written warranty, stated in the quote, without prejudice to the applicable statutory guarantees.

The warranty covers execution defects in the work carried out by Helplar. It does not cover normal wear, misuse, lack of maintenance, subsequent work by third parties, materials supplied by the client or damage caused by external factors.

Warranty claims are made in writing. Helplar responds within ten working days with its assessment and, where applicable, the date of correction.

Helplar holds civil liability insurance, and works insurance is included in accepted projects, under the terms of the policy in force. On request, Helplar provides the relevant certificates.

The official channels of communication are WhatsApp and telephone 963 066 782 and the email contacto@helplarmadeira.pt. Helplar sends photo reports at each stage and holds progress calls by video when the client is not present.

Decisions and changes are recorded in writing. Verbal communications only bind the parties once confirmed in writing.

Helplar records its projects in photographs and video before, during and after the works. These records serve for the project report and may be used in Helplar's marketing, on the website, social media, presentations and advertising material, as an example of work carried out.

The client's privacy is always respected: the material does not identify the client, the address or any element that would allow the property to be located, and does not include recognisable people or personal belongings. The client may request in writing, at any time, that their project not be used for promotion.

Before the works start, the client may withdraw in writing. Helplar retains from the deposit the costs already incurred, such as design, materials ordered and team bookings, and refunds the remainder.

After the works have started, the client pays for the work carried out and materials ordered up to the date of notice. If Helplar is unable to complete the works for reasons attributable to it, it refunds the amounts received for work not carried out.

Complaints may be submitted through the contacts indicated above and are answered in writing.

These terms are governed by Portuguese law. In the event of a dispute, the parties first seek an amicable solution. Failing that, the courts of the district of Madeira have jurisdiction, without prejudice to recourse to consumer alternative dispute resolution bodies.

Personal data is processed in connection with these services in accordance with the Privacy Policy.

These terms are drafted in Portuguese. Versions in other languages are courtesy translations provided for ease of reading. In the event of any discrepancy, the Portuguese version prevails.

If any clause of these terms is held to be invalid, the remaining clauses remain in force. These terms and the accepted proposal constitute the entire agreement between the parties regarding the works.

Helplar may update these terms. The version in force is the one published on this page, with the date shown at the top. Projects already accepted are governed by the terms in force on the date of acceptance.