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Terms of Use and Cancellation Policy

Last updated: 05 February 2026

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 without prejudice to mandatory consumer legal rights and the provisions of point 9.

Bookings
The In Acqua Veritas experiences require exclusive booking of the space, dedicated team allocation, and full diary blocking for the selected date and time. For this reason, confirmed bookings for Date and time specified are considered firms (Final booking, with calendar blocked and no right to a refund).

1. Cancellation/withdrawal at the Client's initiative

 Following confirmation of a booking with a specific date and time, withdrawal, cancellation, no-show, or inability to use for reasons attributable to the Client shall not entitle the Client to a full or partial refund, unless otherwise stipulated by mandatory legal provisions.

Example: an appointment booked for Saturday at 6 p.m. means that this time slot is fully reserved for the client and cannot be sold to anyone else. Therefore, cancellation and refund will not be possible.

            2. Re-marking
The rebooking does not constitute an automatic right for the Customer and will always be appreciated case by case, subject to operational availability, space capacity, schedule organisation, and other applicable circumstances.

When accepted by the Provider, the reschedule:

For example, any cancellation made with less than 72 hours' notice is considered late, so please do not accept it!

3. No-shows and late arrivals
The Customer's failure to attend on the scheduled date and time (No-showdetermines the total loss of the amount paid.

            Arrival with delays exceeding 15 minutes Those that prevent the experiment from taking place or compromise the functioning of the space may be considered a no-show. No legal consumer rights will be prejudiced.

4. Cancellation or amendment by the Service Provider
If, for a reason not attributable to the Client, including, but not limited to, breakdown, security reasons, sudden unavailability of essential resources, technical constraints, force majeure, or unforeseen operational circumstances, the Provider is unable to ensure the experience as scheduled, the Client may:

In any case, the Provider's liability shall be limited to the amount actually paid by the Customer for the booking in question, without prejudice to mandatory rights provided for by law.

5. Exceptions
Any flexibility, tolerance, commercial exception, or acceptance of rescheduling outside of the conditions set out above constitutes mere discretion of the Provider, without prejudice to the statutory rights of the consumer.

These situations do not create an obligation for the future.

9) Right of Free Resolution (distance shopping)

  1. Bookings for specific date and time

In accordance with Article 17(1)(k) of Decree-Law No. 24/2014, of 14 February, the right of free resolution does not apply to services related to leisure activities when the contract provides for a specific date or period of performance.


Thus, in accordance with applicable legislation, the provisions made for a Date and time specified, as they relate to services for leisure activities taking place on a specific date or period, are not subject to the right of withdrawal.

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)