The present General Terms are intended to regulate the terms and conditions by which the store “A Mascotinha Lda”, corporate entity with VAT number PT516 948 890, headquartered at 31 de Janeiro Street, 31st, Porto, Portugal (hereinafter “Experience Oporto“) will be governed.

The service provided by Experience Oporto consists of making available and supplying a range of products and/or services, with the aim of enabling the user, who is granted the status of customer, to order and purchase products presented therein online.

By using Experience Oporto, it implies full acceptance and agreement to all parameters outlined in the described Terms and Conditions, as well as the Privacy Policy in effect when accessing Experience Oporto.

If you do not accept, either partially or entirely, any of the stipulated conditions, you should not make purchases on Experience Oporto. By accessing Experience Oporto, you commit and hold yourself responsible for respecting the conditions determined on this page and in the Privacy Policy.

Experience Oporto reserves the right to update and change the Terms and Conditions without prior notice. It is advisable to periodically check the Terms and Conditions to ascertain any changes or updates.

Product Information and Prices

Experience Oporto informs customers about the characteristics, descriptions, images, or videos of each product and/or service on each provided page. Experience Oporto is committed to providing its products and/or services clearly and to correcting any possible errors that may occur as quickly as possible.

Experience Oporto succinctly presents the prices of each product and/or service, including VAT rates, shipping costs applied to each order, and any other complementary costs that may apply.

Information about products, prices, content, images, videos, promotional campaigns, and services may be updated and changed by Experience Oporto at any time.

Intellectual Property

Experience Oporto is a registered online store, with the service provided being the responsibility of “A Mascotinha Lda”. The content, domain, and information present and provided on Experience Oporto are the property of “A Mascotinha Lda” or have been granted to it, and thus are protected by copyright and related rights. Any use, reproduction, copying, or disclosure of visual, audiovisual, or written content is subject to prior approval by Experience Oporto.

The customer agrees to fully respect the conditions and rights mentioned above, as well as to refrain from acts that may contravene the law and rights such as copyright, related rights, among other legislation applicable to the use of images, videos, content, etc., without the express approval of Experience Oporto. Experience Oporto cannot be held responsible for any misuse of such products.

Payment Methods

Experience Oporto offers the following payment methods:

• Credit card
• Paypal

After the payment is completed, Experience Oporto will proceed with a standard verification process to enable the processing and shipment of the order. The customer will receive an email confirming that the order has been paid for, as well as the corresponding invoice.

Purchase Conditions at Experience Oporto

Product Availability

All products and/or services available at Experience Oporto can be purchased, except in cases of stock breakage or limitation, as well as for custom order products, whose availability may vary. Products may become unavailable without prior notice, but in these circumstances, they will be duly identified on Experience Oporto.

In the event that a product becomes unavailable after the purchase has been completed, Experience Oporto undertakes to contact the customer via telephone or email as soon as possible in order to expedite the process with them.

Fees and Taxes

At Experience Oporto, prices are displayed in Euros, with the appropriate VAT and taxes applied according to the law in force, which are already included in the displayed price.

Order Cancellation

The customer may cancel an order while it is still being processed. It is requested that they inform Experience Oporto via the following email contact: info@experienceoporto.com.

If the cancellation request is made after the order has been shipped, it will be forwarded for delivery, and the customer may choose to refuse acceptance. Experience Oporto is not responsible for any delays in processing order cancellations.

Experience Oporto reserves the right to not process orders or refunds in cases of data inconsistency, fraud, or misconduct by the customer, as well as due to technical issues beyond Experience Oporto’s control.

Right of Withdrawal

The customer has the right to withdraw from the contract within 14 (fourteen) days from the date of entering into the contract.

If the customer wishes to withdraw from the contract, they may do so by emailing info@experienceoporto.com or by filling out the contact form available on Experience Oporto’s website.

Upon withdrawing from the contract within the legal timeframe, in addition to returning the product, the customer must also return any accompanying gifts that came with the main product. Experience Oporto shall reimburse the amount paid within a maximum period of 14 days after receiving the returned order, accompanied by the purchase invoice, proof of payment, and return form.

The refund will be made using the same payment method originally used by the customer for the initial payment, except in cases of express agreement and where the customer does not incur any costs as a result of the refund.

Any refund procedure will be processed in accordance with the provisions of the legislation in force under Decree-Law No. 24/2014.

Complaints

Customers may submit a complaint regarding any issue, action, information, or service provided by Experience Oporto by contacting us via email at info@experienceoporto.com or through the electronic Complaints Book available at the link: www.livroreclamacoes.pt.

Disclaimer

By creating and using an account on Experience Oporto, the customer is responsible for maintaining the account, confidentiality, and for all activity originating from their account. By creating the user account and placing orders, the customer expressly and unequivocally accepts the Terms and Conditions in their most updated version.

Experience Oporto is not responsible for any information disclosed by third parties, technical failures, or any other problems that may hinder access and the proper functioning of the online store. Experience Oporto is not liable for any damages, directly or indirectly related to the use or inability to use the products and/or services provided, as well as for any delays or unforeseen circumstances in the delivery of orders.

PROCESSING OF PERSONAL DATA

Please refer to the Privacy Policy and Cookies.

APPLICABLE LAW – JURISDICTION

This contract is subject to Portuguese law and regulations in force.