My boyfriend and I rented a vehicle from Magic Islands Rent-a-Car (NIF 515417912) for a holiday in Madeira. The car (Ford Puma, plate CH18UI) was picked up on 05/07/2026 and returned on time on 12/07/2026, in perfect condition and without any damage.
A €1,500 security deposit was debited directly from our debit card at pickup. We were told it would be refunded within 14 working days of the car’s return. Today, 26/10/2026, that deadline passed almost three months ago, and we still have not received our money.
We have called the company several times, and we sent an email requesting the refund, which was never answered. We also filed a complaint in the Livro de Reclamações (Complaints Book), and the 15-working-day response period has now expired without any reply.
Many other customers appear to have experienced the same problem, with deposits refunded very late or not at all, as shown in numerous reviews on public platforms such as Trustpilot: https://fr.trustpilot.com/review/magicislands.pt
We therefore ask for your assistance in obtaining the refund of our €1,500 deposit, which has been withheld well beyond the contractually agreed timeframe, with no explanation or communication from the company.
Attached: signed rental agreement (#70347) confirming the vehicle condition, deposit amount and the return date.
Thank you in advance for your help.
