Get the App
Legal

CANCELLATION, RETURN AND REFUND POLICY (DIGITAL CONTENTS)

Last updated: 03/01/2026

01. SCOPE AND OBJECT

1.1. This Policy applies to all transactions carried out on the This Is Portugal platform, owned by SENSORY FRONTAGE – LDA (hereinafter the "Company"), relating to the acquisition of licences to use digital contents (Points of Interest – POI, Thematic Routes and Complete Audio Guides).

1.2. The user acknowledges that the products marketed are intangible and immaterial goods, of immediate digital execution. The service is considered fully rendered at the moment the content is made available for viewing or listening, regardless of whether the user consumes it in full or not.

02. EXCLUSION OF THE RIGHT OF WITHDRAWAL

2.1. Pursuant to Article 17, paragraph l) of Decree-Law No. 24/2014, of 14 February (transposition of Directive No. 2011/83/EU), the right of withdrawal (right of repentance within 14 days) does not apply to the supply of digital content.

2.2. The user acknowledges and accepts that he/she loses the right of withdrawal at the exact moment when:

  • He/she clicks the "Confirm Payment" button or equivalent; or
  • He/she starts streaming or downloading any audio track; or
  • He/she accesses the activation key for the georeferenced content.

2.3. The platform makes available free samples of 2 to 3 tracks so that the user may test the quality and compatibility of the service before purchase, eliminating any grounds of "error regarding the object".

03. EXCEPTIONAL REFUND CONDITIONS AND LIMITATION PERIODS

3.1. A refund shall only be admitted in situations of serious and irreparable technical anomaly exclusively attributable to the platform, under the following conditions:

  • Access Failure: Technical inability of the platform to provide the access link or to process the activation of the content after payment confirmation.
  • Corrupted Content: If the audio file has compression or playback defects that prevent it from being heard in full, and provided that SENSORY FRONTAGE – LDA is unable to replace the file with a functional version within 72 business hours after the complaint.
  • Processing Error (Duplication): If the payment system charges the value of the same licence more than once to the same user.

04. SITUATIONS EXCLUDED FROM REFUND (Non-Refundable)

4.1. No refund will be granted, under any circumstances, in the following cases:

  • Subjective Dissatisfaction: The user did not like the narrator's voice, the narrative style or the historical content (since there are free samples available for prior testing).
  • Change of Travel Plans: The user decided not to travel to the city or not to visit the monument in question.
  • Error in Choice: The user purchased the wrong route or the wrong language (the purchase confirmation system requires the validation of these data by the user).
  • Incompatible Hardware: The user's device does not meet the minimum system requirements (e.g., obsolete OS version) clearly indicated on the app store.
  • Lack of Network: Inability to access due to failure of the user's mobile data network or absence of GPS signal at the location.

05. CLAIM PROCEDURE AND TECHNICAL AUDIT

5.1. To request the analysis of a refund, the user must contact geral@thisisportugal.pt within a maximum period of 48 hours after the transaction.

5.2. The request must include the Transaction ID, mobile device model and documentary proof of the failure (e.g., screenshot of the error message).

5.3. The Company reserves the right to carry out an audit of the user's access logs. If the logs indicate that the content was downloaded or listened to in full, the refund request will be automatically denied for attempted fraud or unjust enrichment.

06. REFUND DEADLINES AND METHOD

6.1. Once a refund has been approved, processing will take place within 5 to 10 business days.

6.2. The refund will be made obligatorily through the same original method of payment.

6.3. The Company reserves the right to deduct from the refund amount any non-refundable administrative or banking fees charged by the payment processors (e.g., Stripe, PayPal).

6.4. For purchases made via In-App Purchase, the Company does not hold the funds directly and does not have the technical power to reverse invoices. The user accepts that the refund request must be managed exclusively through the support channels of Apple or Google, subject to their specific policies.

07. PRICE CHANGES AND CAMPAIGNS

7.1. The Company does not refund price differences if the user acquired the content prior to the start of a promotional campaign.

7.2. The use of Referral Codes must be done at the time of registration. No refunds will be made for the retroactive application of discounts.

08. APPLICABLE LAW AND JURISDICTION

8.1. This policy is governed by Portuguese law.

8.2. For the resolution of any dispute, the parties elect the Judicial District of Lisbon, with express waiver of any other.