CCE | Cultural Connoisseurs Experience. Terms, Privacy Policy & Cancellation Policy

General Provisions of the Agreement

1.1 Terms and Definitions

The following terms and definitions are used in this document:

Agreement - this agreement, including all amendments and additions.
Website - an automated information system on the Internet, located at https://ccetours.com and its subdomains.
Mobile Application - a computer program designed for using the Service on the user's mobile device.
Application - computer programs and their components (databases, etc.), including the Website and Mobile Application, designed to access the Service.
Service - a set of services provided to the user through the Website and Mobile Application.
User - a capable individual who uses the Service for personal needs or acts on behalf of a legal entity.
Content - textual information, images, audio, and video materials protected by copyright and/or related rights.
Tour / Quest and other forms of entertainment service - Content added by the service by content and service providers, logically combined into a single structure for use in the Mobile Application.
Activation - the purchase of a Tour by the User in the application.
Spam - mass unsolicited distribution of advertisements, information, campaigns, and other messages.

1.2 Interpretation of Terms

All terms and definitions used in this Agreement that are not specified in clause 1.1 should be interpreted in accordance with their meaning derived from the text of this Agreement. In case of ambiguity in interpretation, the legislation of the country (e.g., Portugal) and then business customs should be followed.

1.3 Acceptance of Terms

A mandatory condition for using the Service and Applications is the full and unconditional acceptance by the User of the terms of this Agreement and the "Privacy Policy" document.

1.4 User Confirmation

The User automatically confirms that they fully agree with the provisions of this Agreement and that the requirements specified in the Agreement apply to them.

1.5 Personal Data

All personal data stored and used by the User in the Service is processed in accordance with the rules described in the "Privacy Policy" document.

1.6 Changes to the Agreement

CCE reserves the right to change the Agreement and related documents at any time without prior notice. Users will be notified of any changes on the Website or by other means. The new version comes into force from the moment of publication on the Website or notification to the User by other means. By purchasing a product, the User confirms their agreement with the changes to the Agreement.

1.7 Service Changes

Any changes to the Service, including the addition of new tools and resources, automatically fall under the terms of this Agreement.

1.8 Governing Version

The use of the Service is governed by the current version of the Agreement, which replaces all previous versions.

2. Main Conditions

2.1 User Responsibility

The User uses the Service at their own risk. The Service is provided "as is" and "as available". CCE does not guarantee that the Service will meet the User's goals and requirements. The User is fully responsible for using the Service, including the alignment of expectations and goals with the actual content and functionality of the Service.

2.2 Age Restriction

The use of the Service is allowed for persons over 18 years of age. In case of non-compliance with the age restriction, access to the Service may be blocked.

2.3 Violation of Terms

Violation of the terms of the Agreement or failure to comply with them may result in immediate blocking of access to the Service or deletion of the account without prior notice, if provided for by the terms of the agreement.

2.4 User Responsibility for Content

The User is fully responsible for the posted Content, personal data, and any actions performed through their account (even if these actions were performed without the User's knowledge).

2.5 Right to Refuse Service

CCE reserves the right to refuse the User to use the Service, delete all or part of the uploaded Content, as well as other information and/or the User's account, block it without notice.

2.6 Application Updates

CCE reserves the right to release Application updates that will supplement, modify, or delete the functionality of the provided Service.

2.7 Changes to Services and Prices

CCE reserves the right to change services and their prices (including tariffs) at any time, without prior notice.

2.8 No Liability for Changes

CCE is not responsible for any changes, price changes, suspension, or complete termination of the Service.

2.9 Support

Support is available through any of the methods specified on the "Contacts" page on the Website.

2.10 No Liability for User Content

CCE is not responsible for the Content posted by Users in the Service and does not pre-moderate the added information but reserves the right to refuse to post Content.

2.11 Third-Party Products

When using the Service, third-party products and programs, including third-party software and hardware, may be used.

3. Data Use and Privacy

3.1 Data Collection and Use

When using the mobile application and website, we collect the minimum necessary data to ensure the functioning of the application and fulfill your requests. We do not collect personal data that can be used for personal purposes, except for information necessary for processing payment transactions.

3.2 Types of Data Collected

We collect the following types of data:

Account data (e.g., email address, registration data in the application).
Payment data: We use a payment system to process all transactions, including payment for access to the tour. This data is protected by the security system of the Stripe payment platform.
Device data: To ensure quality service (e.g., device type, operating system version) and improve the functionality of the application.

3.3 Data Processing

All collected data is processed in accordance with current legislative norms and is not transferred to third parties without the user's consent, except for processing payments through a third-party system.

4. Payments and Fees

4.1 Payment Methods

All payments for tours are made through the secure Stripe payment system. We do not store information about users' payment data; this data is processed and protected by third-party providers.

4.2 Refunds and Cancellations

After completing the payment process and providing access to the content (downloading the audio file and route map), a refund is not possible, as access to the materials is immediate. In case of technical malfunctions on our platform, we offer support and the opportunity to resolve the problem, but a refund is not provided.

4.3 Cost and Taxes

The cost of services indicated on the website does not include taxes, fees, or additional expenses that may apply in your jurisdiction. The User is responsible for paying all taxes and fees associated with using our services.

5. Intellectual Rights

5.1 Content Rights

We retain the rights to the provided audio tours, quests, and route maps. All materials, including text, audio, and graphics, are copyrighted by CCE and are used only under a license agreement. The User receives the right to use the content for personal, non-commercial use within the active tour or quest.

5.2 User-Generated Content

The User is responsible for publishing materials (e.g., reviews) posted in the application. We reserve the right to delete or reject content that violates legislation or ethical norms.

5.3 Content License

The User confirms that they use the content obtained through the service within the current agreement and do not violate the rights of third parties.

6. Geographical Restrictions

6.1 Geographical Limitations

Currently, services are available only in Lisbon, Portugal. In the future, the service may be expanded to other cities and countries, and we will inform users about the expansion of available territories through notifications on the website and in the application.

7. Liability and Guarantees

7.1 Guarantees

CCE provides its services "as is". We do not guarantee that the service will be continuous, error-free, or that the results of use will meet the user's expectations. We are not responsible for any technical failures caused by the actions of third parties, such as problems with operating systems, networks, or payment systems.

7.2 User Responsibility

The User is responsible for the correctness of the data entered during registration and payment. We are not responsible for errors or delays related to incorrect data entry or problems with the user's device.

7.3 Limitation of Liability

CCE is not responsible for direct or indirect losses arising from the inability to use the application, data loss, incorrect operation of third-party services, or changes in the conditions of third-party service providers (e.g., changes in the operation of museums or other establishments that may be included in the route).

Privacy Policy

1. Introduction

This Privacy Policy (hereinafter "Policy") explains how CCE (hereinafter "Company") processes and discloses information about users obtained through the website (hereinafter "Website") and/or CCE mobile applications (hereinafter "Applications"). The words "we", "us", and "our" refer to the Company.

By using the Website and/or Applications, you (hereinafter "User") consent to the processing of data in accordance with the terms of this Policy.

The Company may update the Policy due to changes in legislation, data processing practices, functionality of the Website and/or Applications. Significant changes will be published on the Website.

2. Disagreement with the Policy

If you do not agree with this Policy, please stop using our services.

3. Information We Collect

We may collect the following personal data:

Name and surname;
Email address;
Phone number;
IP address and geolocation data;
Device data (model, operating system);
Information about orders and use of Applications.

By using the Applications, the User may provide access to:

Geolocation (for route operation);
Internal storage (for data download);
Camera (if required for augmented reality functions);
Internet connection.

4. Use of Collected Information

Personal data is used for:

Providing access to services;
Improving the operation of the Website and/or Applications;
User support;
Marketing notifications (with consent);
Ensuring security and preventing fraud.

5. Data Transfer to Third Parties

We may transfer data to:

Partners involved in providing services (e.g., payment systems);
Government authorities within the law;
In case of reorganization or business transfer.

6. Data Storage

We store personal data as long as necessary to achieve the processing purposes. In case of a deletion request, data may be anonymized or destroyed, except when storage is required by law.

7. Data Security

We take measures to protect data from leaks, changes, or unauthorized access, including:

Using encryption;
Limiting access to data;
Security monitoring.

However, we cannot guarantee absolute security when transmitting data over the internet.

8. User Rights

The User has the right to:

Request access to their data;
Correct inaccurate data;
Delete data (if not contrary to legislation);
Limit data processing;
Withdraw consent to processing (if applicable).

To exercise these rights, contact us through the contact details below.

9. Protection of Bank Card Data

We do not store or process users' payment data. All payments are processed through certified payment providers that comply with PCI DSS requirements.

10. Changes to the Privacy Policy

We reserve the right to make changes to the Policy. The current version will be available on the Website.

11. Contacts

If you have questions about the Privacy Policy or data processing, contact us:

Email: support@ccetours.com

Cancellation and Refund Policy

1. General Conditions

This document establishes the rules for cancellation and refunds for digital content, including immersive audio tours and quests, provided through the application.

By purchasing access to digital content, the User receives the opportunity to use the full functionality of the purchased product (audio recordings, route map, tasks, and other elements) within 5 (five) days from the moment of activation.

Digital content (audio tours, quests, and other products) is an intangible product that cannot be returned after activation. Therefore, a refund after downloading the full version or starting to use the content is not possible.

2. Purchase Cancellation and Refund

2.1 Cancellation Before Tour Download

Before downloading and activating the digital content, cancellation of the purchase is possible if the User has not received access to all functionality.

2.2 Cancellation After Tour Download

After downloading or activating the audio tour, a refund is not provided. The User can use the purchased tour at any convenient time within 5 (five) days.

2.3 Tour Rescheduling for Valid Reasons

If the User could not complete the route within 5 days after purchase for a valid reason (e.g., illness, trip cancellation), they can contact support to extend access. The decision is made individually.

3. Refund for Technical Issues

3.1 Technical Requirements

The User is obliged to familiarize themselves with the minimum technical requirements and ensure that their device meets them.

3.2 Technical Support

In case of technical problems preventing the use of the content, the User must contact technical support, providing a description of the problem and supporting materials (screenshots, videos, error message).

3.3 Provider-Side Issues

If the problem is caused by a technical failure on the part of the content provider, we will provide support. In some cases, the access period to the product may be extended.

3.4 Refund in Exceptional Cases

A refund is possible in exceptional cases if the problem is confirmed as an irreparable failure on the part of the provider.

4. Minimum Technical Requirements

Operating system: (specify versions Android 12 / iOS 16)
Free space: (1000 MB)
Internet: mobile network access
GPS support

5. Additional Costs and Third-Party Services

Some tours may include visits to museums, cafes, or other venues that offer their own services. If additional charges apply, this will be clearly stated in the tour description. We are not responsible for third-party services and do not provide refunds for tickets, meals, or other purchases made during the tour.

6. Gifting a Tour

Users can purchase an audio tour as a gift by providing the recipient with a unique activation code. Once activated, the tour is non-refundable. The activation code remains valid for 5 days.

7. Refunds in Exceptional Cases

Refunds are only possible in exceptional cases if the user is unable to access the tour due to force majeure circumstances, such as city-wide closures, emergencies, or natural disasters. A refund may also be granted if the entire tour route becomes inaccessible due to unforeseen closures of key locations.

8. Requesting a Refund

To request a refund, users must submit a request through the support form on the website. The request must include:

Name and contact details
Order number or activation code
A reason for the refund, with relevant screenshots or error descriptions if applicable

Requests are reviewed within 5 business days, and approved refunds are processed within 14 days.