0

Terms of Use and Cancellation Policy

Last updated: 29 September 2025

1) Identification of the provider

Company name: Surpresa Inesquecível, Lda

Head office / establishment: Rua do Imaginário 11, 7000-525 - Évora, Portugal

NIPC / NIF: 513384375

Telephone contact: (+351) 266 048 958 (Call to national fixed network)

General e-mail / bookings: booking@inacquaveritas.com

Website: https://inacquaveritas.com/

Entity responsible for processing personal data: (see Privacy Policy)

2) Object and Scope

These Terms regulate access to and use of the website and the online contracting of wellness services (Roman baths, massages, treatments and tasting experiences) provided in situ in space In Acqua Veritas in Évora.

When using the website and/or making a booking/purchase, the Customer accept these Terms. If you do not agree, you must not use the website or contract services.

3) Essential pre-contractual information

The Provider fulfils the information duties applicable to e-commerce and distance contracts. Before finalising the booking/purchase, the Customer will have clear and comprehensible access to:

The Customer declares that it is of legal age and has the capacity to contract. The purchase of services by minors requires the authorisation of the legal representative and, where applicable, the accompaniment of an adult on the premises.

4) Booking/Purchasing Process

  1. Experience selection → 2. Date/time selection (if applicable) → 3. Customer data → 4. Payment → 5. Confirmation sent by e-mail.

  2. Bookings are personal and non-transferableunless otherwise stated (e.g, gift vouchers).

  3. Subsequent changes comply with Rebooking and Cancellation Policy (point 8).

5) Vouchers and Gift Cards

  1. Vouchers with an open dateUnless otherwise stated, they are valid for [12] months from the date of purchase and can be used with prior booking.

  2. Dated vouchers (for a specific date/time) are equivalent to a reservation for a timed leisure.

  3. Vouchers are not convertible into cash; the unused balance on a lower-value service remains available until the expiry date, unless otherwise stated.

  4. In case of loss/theft of a voucher, please contact us; reissuing depends on confirmation and may incur an administrative fee.

6) Space Utilisation Rules

  1. Punctuality: arrive 15 minutes beforehand for check-in and preparation. Delays can reduce the duration of the service without the right to a refund.

  2. Hygiene and etiquette: Appropriate swimwear is mandatory; prior showering is recommended. The use of mobile phones/cameras is restricted in wet/relaxation areas.

  3. Health conditions: inform the team about pregnancySome of the services we offer are for cardiovascular problems, injuries, allergies, medical devices or other relevant situations. Some services may not be suitable. The Provider may refuse/interrupt a service for safety/health reasons.

  4. Personal belongings: use lockers; the Provider is not liable for goods left undisposed of/unattended, except through wilful misconduct or serious fault.

7) Prices, Payments and Invoicing

  1. Prices are indicated in euros e include VAT at the legal rate in force, unless expressly stated.

  2. Payment is due at the time of booking/purchase, unless the option of payment on site with a card guarantee.

  3. The invoice/receipt is issued to the e-mail address indicated, with the tax identification provided by the Customer.

8) Rebooking, Cancellation and No-Show Policy

These rules apply to beyond of the legal rights of withdrawal (point 9). Adjust the deadlines/percentages to be followed according to your internal practice.

  1. Rescheduling: until [48h] before the booked time → free of charge; within the [48h] → subject to availability and 10€ + Operating expenses + VAT at the legal rate in force.

  2. Voluntary cancellation by the Customer:
    1. Until [48h]full refund (100%) for the original payment method or issue of voucher of equal value;

    1. Between [48h] and [24h]: retention of [50%];

    1. Less than [24h] or no-show: retention of [100%].

  3. Customer delays: arrival more than [15] minutes may imply shortening of the service or cancellation as no-show.
  4. In the event of a refund, the bank charges associated with issuing the payment references will be deducted from the amount to be refunded.
  5. Cancellation/rescheduling by the Provider: for reasons beyond reasonable control (e.g. breakdown, sudden unavailability of a therapist, safety reasons), the Provider proposes to new date or make full reimbursement.

9) Right of Free Resolution (distance shopping)

  1. Vouchers with an open date / services not booked for a certain date: if purchased online, o Consumers has 14 days to exercise right of withdrawal without the need to state a reason. If the Consumer request the start of the instalment during this period, the following may be due proportional payment to the service already provided.

  2. Bookings for specific dates/times: there is no legal right of free resolution for leisure activities with a specific date or period of execution. In such cases, only the rules of Cancellation Policy (point 8).

  3. How to exercise free resolution (where applicable): send a clear statement to booking@inacquaveritas.com within 14 days, indicating order number, ID and IBAN (if necessary). The Provider confirms receipt and makes the refund on up to 14 days by the same means of payment, unless otherwise agreed.

10) Liability

  1. The welfare services provided do not replace medical care. The Customer is responsible for communicating relevant health conditions and following safety recommendations.

  2. The Provider is responsible for direct damage caused by wilful misconduct or gross negligence. To the extent permitted by law, indirect damages, loss of profits or loss of opportunity are excluded. Nothing in these Terms excludes or limits liability for death or personal injury resulting from culpable acts.

11) Intellectual property

Texts, images, brands, logos and website content are the property of the Provider or used under licence. Copying, modification, distribution or commercial use without prior authorisation is prohibited.

12) Data Protection

The processing of personal data is governed by Regulation (EU) 2016/679 (GDPR) and the Law no. 58/2019. See Privacy Policy for information on purposes, legal bases, retention periods, rights of data subjects and contact details of the Data Protection Officer (if applicable).

13) Complaints and Dispute Resolution

  1. Complaints Book available in physical format in the establishment and electronic in: www.livroreclamacoes.pt.

  2. Alternative Dispute Resolution (ADR): In the event of a dispute, the consumer can turn to the competent RAL organisation. For the district of Évora, in the absence of a specific territorial centre, the following is competent CNIACC - National Consumer Conflict Information and Arbitration Centre (www.cniacc.pt, geral@cniacc.pt, Tel. 253 619 107).

  3. The previous European Online Dispute Resolution Platform (ODR) was discontinued on 20-07-2025. For guidance on redress/consumption mechanisms in the EU, please visit Consumer Redress in the EU.

14) Communications

15) Changes

The Provider may change these terms at any time. Changes do not have retroactive effect on contracts already entered into. The version in force is the one published on the website with an indication of the update date.

16) Applicable law and jurisdiction

These Terms are governed by Portuguese law. For any dispute arising out of its interpretation or implementation, the court with jurisdiction shall be materially and territorially competent in accordance with the applicable procedural law, without prejudice of the consumer's right to have recourse to RAL or to the court of their domicile when the law so provides.

Annex A - Free Resolution Form (example)

- Recipient: [company name], [address], [e-mail]

- I hereby give notice that I am cancelling my contract for the purchase of the following service/voucher: [●]

- Ordered on / received on: [●]

- Consumer Name: [●]

- Consumer address: [●]

- IBAN (if applicable): [●]

- Consumer's signature (only if this form is notified on paper)

- Date: [●]

Legal notes (normative references)