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 "Company"), regarding the acquisition of licenses to use digital content (Points of Interest - POI, Thematic Routes and Complete Audioguides).
1.2. The user acknowledges that the products sold are intangible and immaterial goods, for immediate digital execution. The service is considered fully provided at the moment the content is made available for viewing or listening, regardless of whether the user consumes it in its entirety or not.
02. Exclusion of the Right of Free Withdrawal (Cooling-off)
2.1. Under the terms of Article 17, paragraph l) of Decree-Law No. 24/2014, of February 14 (transposition of Directive No. 2011/83/EU), the right of free withdrawal (cooling-off within 14 days) does not apply to the supply of digital content.
2.2. The user acknowledges and accepts that they lose their right of free withdrawal at the exact moment they:
- Click the "Confirm Payment" button or equivalent; or
- Start streaming or downloading any audio track; or
- Access the activation key of the georeferenced content.
2.3. The platform provides free samples of 2 to 3 tracks so that the user can test the quality and compatibility of the service before purchase, eliminating any grounds of "error regarding the object".
03. Exceptional Refund Conditions and Expiration Deadlines
3.1. Refunds will only be allowed in situations of serious and incurable technical anomalies exclusively attributable to the platform, under the following conditions:
- Access Failure: Technical inability of the platform to provide the access link or process the content activation after payment confirmation.
- Corrupted Content: If the audio file presents compression or reading defects that prevent its full listening, and provided that SENSORY FRONTAGE - LDA cannot replace the file with a functional version within 72 business hours after the complaint.
- Processing Error (Duplication): If the payment system debits the value of the same license more than once for the same user.
04. Situations Excluded from Refund (Non-Refundable)
4.1. There will be no refund under any circumstances in the following cases:
- Subjective Dissatisfaction: The user did not like the narrator's voice, narrative style or historical content (given that there are free samples for prior testing).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 wrong language (the purchase confirmation system requires the validation of this data by the user).
- Incompatible Hardware: The user's device does not meet the minimum system requirements (e.g., obsolete OS version) clearly indicated in the application store.
- Lack of Network: Inability to access due to a failure in the user's mobile data network or lack of GPS signal at the location.
05. Complaint Procedure and Technical Audit
5.1. To request a refund review, the user must contact geral@thisisportugal.pt within a maximum 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., print screen of the error message).
5.3. The Company reserves the right to conduct an audit of the user's access logs. If the logs indicate that the content was fully downloaded or listened to, the refund request will be automatically denied due to attempted fraud or unjust enrichment.
06. Refund Deadlines and Methods
6.1. Once the refund is approved, processing will be carried out within 5 to 10 business days.
6.2. The refund must be made through the same original payment method.
6.3. The Company reserves the right to deduct from the refund amount any non-refundable administrative or bank fees charged by payment processors (e.g., Stripe, PayPal).
6.4. For purchases made via In-App Purchase, the Company does not hold the funds directly nor has the technical power to reverse invoices. The user accepts that the refund request must be managed exclusively through Apple or Google support channels, subject to their specific policies.
07. Price Changes and Campaigns
7.1. The Company does not refund the price difference if the user has purchased content before 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 application of retroactive discounts.
08. Applicable Law and Jurisdiction
8.1. This policy is governed by Portuguese law.
8.2. To resolve any dispute, the parties choose the jurisdiction of the District of Lisbon, expressly waiving any other.