Terms of Service.

1.Introduction

Welcome to Viv Europe. These Terms of Service ("Terms") govern your access to and use of Viv Europe's digital platforms, checkout systems, and relocation assistance services, including:

• Website: viveurope.com ("Website")
• Client Portal / App: portal.viveurope.com ("Portal")

Together, the Website, checkout pages, and Portal are referred to as the "Platform."

By checking the acceptance box at checkout, completing a purchase, or accessing the Platform, you confirm that you have read, understood, and agree to be bound by these Terms. If you are purchasing services on behalf of family members, you confirm you have the legal authority to bind them to these Terms.

These Terms are complementary to our Privacy Policy, which explains how we collect, use, store, and protect personal data and documents in compliance with the General Data Protection Regulation (GDPR) and applicable data protection laws.

2.Scope of Services & Contract Models

Viv Europe provides relocation and immigration-related support services, which may include digital tools, visa eligibility assessments, document preparation support, coordination assistance, and case management.

We operate under two distinct service engagement models:

• Model A — Self-Service Checkout (Digital Agreement): Services are purchased directly through our self-service checkout system on the Platform. The specific scope, deliverables, and pricing are displayed on the presentation and checkout pages before you buy. Upon checking the mandatory acceptance box and completing the payment, these Terms constitute a fully binding digital agreement. No physical signature or separate contract is required.
• Model B — Manual Quote (Custom Service Agreement): For tailored or complex relocation needs, our team may issue a custom quote and a separate Service Agreement. If you sign a separate Service Agreement, its specific terms, custom scopes, and individualized pricing will supersede these Terms in the event of any direct conflict.

3.Platform Features and Intended Use

3.1 Website (viveurope.com)

The Website includes self-service tools and content intended to help you evaluate and purchase relocation services, including:

• Visa Eligibility Forms: Automated question-and-answer forms designed to cross-reference your data against general visa requirements.
• Educational Content: Guides, articles, and media explaining relocation pathways.
• Scheduling Tools: Options to book informational sessions with our representatives.

3.2 Portal / App (portal.viveurope.com)

Upon successful checkout, you will receive access to the Portal to manage your relocation journey. Features may allow you to:

• Access a structured roadmap with milestones, steps, and progress tracking.
• Upload required documents and submit application data securely.
• Communicate with your dedicated case coordinators via centralized channels (including Intercom).
• Receive system alerts, automated reminders, and deadline notifications.
• Purchase supplementary or add-on services directly during your journey.

Viv Europe may modify, expand, or introduce AI-driven features to the Portal over time to improve efficiency.

4.Eligibility, Accounts, and Digital Audit Trail

To purchase services and access the Portal, you must create an account and complete the checkout process. You agree to provide accurate, current, and complete information.

• Account Security: You are solely responsible for keeping your access credentials confidential and for all activities that occur under your account.
• Digital Audit Trail: Pursuant to Portuguese e-Commerce Law (Decreto-Lei n.º 7/2004), you acknowledge that Viv Europe logs a secure digital record of your checkout transaction. This includes your IP address, a timestamp of your checkbox acceptance, and the exact version of the Terms in effect at the time of purchase. This digital log serves as conclusive proof of your agreement to these Terms.

5.Client Responsibilities

The success of your relocation process depends heavily on your active participation. By purchasing our services, you agree to:

• Provide accurate, truthful, complete, and un-manipulated information and documentation.
• Upload only documents that belong to you or that you are legally authorized to handle.
• Adhere strictly to instructions, tasks, and deadlines communicated through the Portal.
• Refrain from uploading fraudulent, misleading, or inappropriate content.

6.Communication and Notifications

Viv Europe communicates primarily through digital channels inside the Platform (such as in-app chat systems, secure portal alerts, and registered emails).

Communications sent through the Platform often contain time-sensitive actions, appointment bookings, and government deadlines. It is your exclusive responsibility to monitor your Portal account and email regularly and keep your contact details updated.

7.Payments, Fees, and Refund Policy

7.1 Payment Processing

Fees are displayed transparently before purchase or outlined in your custom manual quote. Online payments are processed securely through our third-party payment providers (such as Stripe). Manual quotes may be paid via bank transfer or other authorized methods. Payment must be processed successfully (or as agreed upon in a custom payment schedule) before Portal access is granted or service delivery begins.

7.2 Strict Refund Policy

• Administrative Fees: Fees paid to Viv Europe are for the professional preparation, review, case-mapping, and administrative management of your file.
• No Outcome-Based Refunds: Our service is deemed fully delivered when we provide the preparation support or submissions outlined in your package or agreement. Because outcomes depend entirely on government bodies, fees are strictly non-refundable in the event that your visa or residence permit is delayed, restricted, or rejected by government authorities.
• Client Cancellation: If you choose to abandon your process, change your mind, or cancel your service after work on your account has begun, fees paid are non-refundable.

7.3 EU Right of Withdrawal (14-Day Cooling-Off Period — Checkout Model Only)

In accordance with EU consumer protection laws and Portuguese legislation on distance contracts, the following applies exclusively to services purchased directly via Model A (Self-Service Checkout):

7.4 Additional Third-Party Costs

Our service fees cover only the explicit administrative support provided by Viv Europe. They do not include, and you remain solely responsible for, external costs such as:

• Government visa and residence-permit application fees.
• Document apostilling, legalization, translation, and notarization.
• Postal, courier, and mailing services.
• Mandatory private health insurance or social security premiums.
• Travel expenses, flights, or temporary accommodation.
• Local fiscal representative (NIF) or bank account opening fees unless explicitly bundled in your package or manual quote.

8.Process Timelines and Financial Precautions

Estimated timelines displayed within the Portal are meant for planning purposes only. They are subject to change based on regulatory adjustments, changes in consular rules, or institutional delays.

10.Document Storage and Security

We treat your personal data and sensitive documents with the highest degree of security.

• Infrastructure: Documents uploaded to your Portal are securely stored using enterprise-grade infrastructure (configured via Supabase) utilizing private storage policies, strict authentication layers, and encryption.
• Access Control: Access to your documentation is strictly limited to you and authorized Viv Europe personnel dedicated to processing your case. We do not sell, rent, or distribute your documents to unauthorized third parties.

11.Third-Party Integrations

The Platform integrates with third-party software applications to provide its services (including Stripe for payments, Intercom for chat support, and Google Meet for scheduled sessions). Viv Europe is not responsible for localized outages, technical glitches, or service interruptions originating directly from these external providers.

12.Compliance and Anti-Fraud Measures

Viv Europe operates in strict compliance with applicable European regulations, including Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) frameworks. We reserve the right to perform background identity checks and due diligence.

13.Intellectual Property

All content, software architecture, portal layout, underlying source code, videos, written guides, and branding materials found on the Platform are the exclusive intellectual property of Viv Europe. No component may be copied, scraped, distributed, or commercialized without our prior written authorization.

14.Limitation of Liability

To the maximum extent permitted under applicable law, Viv Europe, its directors, and employees shall not be held liable for:

• Indirect, incidental, or consequential damages resulting from your relocation process.
• Denials, cancellations, rejections, or processing delays imposed by government immigration offices, embassies, or border authorities.
• Financial losses, missed flights, or wasted rental deposits incurred because of extended processing timelines.
• Temporary platform downtime or maintenance windows.

Viv Europe's maximum aggregate liability for any proven claim arising out of a service purchase shall not exceed the total amount paid by the client for that specific package.

15.Suspension and Termination

Viv Europe reserves the right to suspend or permanently terminate your Portal access and service delivery without a refund if:

• You violate any core provision of these Terms.
• You fail to communicate or respond to critical case requests for a continuous period exceeding 45 days.
• You submit falsified, altered, or fraudulent documentation.
• You display abusive, threatening, or hostile behavior toward Viv Europe staff, partners, or community members.

16.Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of Portugal and applicable European Union regulations. Any legal dispute arising out of or in connection with these services shall be submitted exclusively to the competent courts of the district of Viv Europe's registered headquarters in Portugal.

17.Modifications to the Terms

Viv Europe reserves the right to update or modify these Terms at any time to reflect software changes, service adaptations, or updates in immigration law. The most current version will always be accessible on our Website. Continued use of the Portal or purchasing new services after updates are published constitutes your explicit acceptance of the revised Terms.

18.Contact Details

If you have any questions, compliance inquiries, or clarification requests regarding these Terms, please contact us directly: