TERMS AND CONDITIONS

1. PURPOSE AND SCOPE

These Terms and Conditions govern purchases made through the Urban Tales website, including self-guided urban games, digital experiences, interactive content, group activities and other experiences offered by Urban Tales.

The specific description, price, duration, access conditions and any additional requirements applicable to each experience are provided on the relevant product or booking page.

2. BOOKINGS AND CONTRACT FORMATION

Bookings and purchases are made online through www.urban-tales.com.

Before completing a purchase, customers must review the product description, price, applicable taxes and relevant booking conditions.

A booking or purchase is confirmed once payment has been successfully processed and confirmation has been issued.

By completing a purchase, the customer agrees to these Terms and Conditions.

3. PRICING AND TAXES

Prices are displayed in the currency applicable to the customer’s location, where local currency display is supported. Depending on the customer’s location and the website’s configuration, prices may be displayed in euros or another currency.

The currency in which prices are displayed and the final amount payable are indicated before the customer confirms the purchase.

Applicable taxes and any additional charges are included in the displayed price where required by law. Any applicable taxes or additional charges not included in the displayed price will be clearly indicated before the order is confirmed.

Prices may vary depending on the experience, group size, options selected, customer’s location and applicable promotional offers. The price confirmed at checkout applies to the purchase.

4. PAYMENT

Payments are processed online through WooPayments and the payment methods made available at checkout.

Payment must be completed before access to a digital experience is provided or participation in a booked activity takes place, unless otherwise stated on the relevant product or booking page.

Urban Tales does not accept on-site payments unless this option is expressly offered for the specific experience.

5. DIGITAL EXPERIENCES AND ACCESS

Digital experiences are made available according to the access instructions provided after purchase.

Customers are responsible for having a compatible device, an adequate internet connection where required, and any application or software specified in the product description.

Unless expressly stated otherwise, customers are responsible for their own equipment, mobile data charges and other costs associated with accessing the experience.

Access may be subject to a validity period, team-size limit, location requirement or other conditions specified on the relevant product page.

If a customer experiences a technical problem preventing access, they should contact Urban Tales at info@urban-tales.com for assistance.

6. CANCELLATIONS, WITHDRAWAL AND REFUNDS

Customers’ statutory rights under applicable consumer protection legislation remain unaffected by these Terms and Conditions.

6.1 Digital content and self-guided games

Where a purchase concerns digital content supplied electronically, customers may have a statutory right of withdrawal, subject to the applicable legal conditions and exceptions.

If a customer expressly requests that the supply of digital content begin before the end of the statutory withdrawal period, and expressly acknowledges that this entails losing the right of withdrawal once supply begins, that right may be lost in accordance with applicable law.

Any required consent and acknowledgement must be obtained separately and explicitly before supply begins. Acceptance of these Terms and Conditions alone does not replace that requirement.

Where the applicable legal requirements for loss of the right of withdrawal have not been met, the customer’s statutory rights remain unaffected.

6.2 Activities booked for a specific date or period

Certain leisure activities booked for a specific date or period may be excluded from the statutory right of withdrawal under applicable law.

Any cancellation policy specific to an activity, including applicable deadlines, charges or refund conditions, will be stated on the relevant booking page before purchase.

6.3 Refunds and service failures

Customers may contact Urban Tales to request a refund or other appropriate remedy where:

  • Urban Tales cancels a booked activity;

  • Urban Tales fails to provide the purchased experience;

  • a technical problem attributable to Urban Tales prevents the customer from accessing or completing the experience and cannot reasonably be resolved;

  • a refund or other remedy is required by applicable law.

Refund requests will be assessed in accordance with the applicable booking conditions and consumer protection legislation.

Nothing in these Terms and Conditions excludes or limits a customer’s mandatory statutory rights or remedies in the event of non-performance or lack of conformity.

7. PARTICIPANT RESPONSIBILITIES AND SAFETY

Participants must:

  • comply with applicable laws and local regulations;

  • respect public spaces, private property and other people;

  • follow the instructions and safety guidance provided for the experience;

  • act responsibly and avoid behaviour that could endanger themselves or others;

  • respect any access restrictions or local conditions applicable to the activity.

Participants remain responsible for their own conduct and for any damage caused by their unlawful, negligent or inappropriate behaviour.

Urban Tales is not responsible for incidents caused by participants’ failure to follow instructions, unlawful conduct or circumstances outside Urban Tales’ reasonable control, except where applicable law provides otherwise.

Participants must not enter restricted areas, trespass on private property or undertake unsafe actions to complete a game or challenge.

8. AVAILABILITY AND CHANGES

Urban Tales makes reasonable efforts to ensure that its digital experiences and booked activities are available as described.

Outdoor experiences may be affected by weather, public events, temporary closures, construction works or other local circumstances.

Where such circumstances materially affect an experience, Urban Tales may provide reasonable alternative instructions, modify the route or offer another appropriate solution, subject to the nature of the activity and applicable law.

Where Urban Tales cannot provide the purchased experience, customers will be informed and offered the remedies required by applicable law.

9. INTELLECTUAL PROPERTY

Unless otherwise stated, the content made available through Urban Tales, including texts, stories, puzzles, photographs, illustrations, graphics, branding and digital materials, is owned by or licensed to Urban Tales.

Customers receive a limited, non-exclusive, non-transferable right to use the purchased experience for its intended personal or group use.

Customers may not reproduce, distribute, publish, commercially exploit or make available the content to third parties outside the scope of the purchased experience without prior written permission, except where permitted by applicable law.

10. COMPLAINTS AND CUSTOMER SUPPORT

Customers may contact Urban Tales regarding any booking, purchase, technical issue or complaint at:

Email: info@urban-tales.com

Urban Tales will review complaints and respond in accordance with applicable law.

Customers retain all rights and remedies available to them under applicable consumer protection legislation.

11. APPLICABLE LAW AND CONSUMER RIGHTS

These Terms and Conditions are governed by Portuguese law, subject to any mandatory consumer protection provisions that apply under European Union law or the law applicable to the consumer.

Nothing in these Terms and Conditions is intended to deprive consumers of rights that cannot legally be excluded or restricted.

12. CONTACT

For questions concerning these Terms and Conditions, purchases or Urban Tales experiences, please contact:

Email: info@urban-tales.com

Website: https://www.urban-tales.com/