Terms and Conditions

Terms and Conditions

1. Introduction

Welcome to Viv Europe. These Terms and Conditions (“Terms”) govern your access to and use of Viv Europe’s digital platforms and services, including:

Together, the Website and Portal are referred to as the “Platform.”

By accessing or using the Platform, you confirm that you have read, understood, and agree to be bound by 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 applicable data protection laws, including the General Data Protection Regulation (GDPR).

2. Scope of Services

Viv Europe provides relocation and immigration-related support services, which may include guidance, document preparation support, coordination with third parties, and case management.

The Platform is designed to improve your experience by offering structured tools that help you manage your process more efficiently.

The specific scope of services, deliverables, pricing, and payment structure applicable to each client are defined in the Service Agreement signed before the start of the service. In case of conflict between these Terms and the Service Agreement, the Service Agreement shall prevail.

You acknowledge that:

  • Viv Europe is not a government authority and cannot guarantee outcomes or approvals.
  • Final decisions related to visas, permits, renewals, and related processes are made by competent public authorities.
  • Timelines may vary depending on third-party providers and government processing.

3. Platform Features and Intended Use

3.1 Website (viveurope.com)

The Website may include tools and content intended to help you understand services and make informed decisions, including:

  • Eligibility forms and questionnaires (including one-click eligibility checks)
  • Educational content and pre-recorded videos
  • Options to request meetings with sales representatives, including scheduling calls via Google Meet

Information provided through Website tools is intended to support your understanding of options and is not a binding legal assessment, legal opinion, or guarantee of eligibility or approval.

3.2 Portal/App (portal.viveurope.com)

The Portal is designed for clients who are receiving services from Viv Europe and may allow you to:

  • Access a personalized journey with timelines, steps, and progress tracking
  • Upload documents and submit required information
  • Confirm completion of tasks and steps
  • Receive alerts, reminders, and notifications
  • Communicate with Viv Europe through centralized channels (including Intercom)
  • Schedule appointments when applicable
  • Purchase additional services during your journey, when available

Viv Europe may expand the Portal with additional features over time, including automation and AI-powered guidance.

4. Eligibility, Accounts, and Access

To access certain features of the Platform (especially the Portal), you may need to create an account.

You agree to:

  • Provide accurate and complete information
  • Keep your credentials confidential
  • Not allow unauthorized third parties to access your account
  • Notify Viv Europe immediately if you suspect unauthorized access

You are responsible for all activity performed under your account.

Viv Europe may limit, suspend, or revoke access if required for security, legal compliance, or breach of these Terms.

5. Client Responsibilities

By using the Platform, you agree that you will:

  • Provide accurate, truthful, and complete information and documentation
  • Upload documents that belong to you or that you are legally authorized to share
  • Follow instructions and deadlines communicated through the Platform
  • Use the Platform only for lawful purposes
  • Avoid uploading fraudulent, misleading, offensive, or inappropriate content

You acknowledge that incorrect, incomplete, or late information may result in delays, additional costs, or negative outcomes in your process.

6. Communication and Notifications

Viv Europe may communicate with you through the Platform using different channels, including:

  • In-app messages (including via Intercom)
  • Email notifications
  • System alerts and reminders
  • Appointment confirmations and updates

You acknowledge that communications sent through the Platform may contain important information related to your case, deadlines, or required actions.

It is your responsibility to monitor your Portal and keep your contact details up to date.

7. Service Agreement, Payments, and Additional Costs

Some services offered by Viv Europe require payment. Before the start of the service, clients are required to sign a Service Agreement digitally, which includes the main service scope, payment terms, and key conditions.

Payments may be collected through third-party providers such as Stripe, bank transfer, or other methods made available by Viv Europe.

Unless otherwise agreed in writing:

  • Fees may be paid in installments as described in the Service Agreement.
  • Fees already paid are non-refundable, including in cases where the client chooses to cancel the service, except where refund is required by applicable law.
  • Viv Europe may update pricing, packages, and service structures over time.

Clients may also incur additional costs when necessary, which are not included in Viv Europe’s service fees, such as:

  • Visa and residence-permit application fees
  • Document authentication and signature recognition
  • Postal and courier services
  • Public or private agency fees
  • Rental-related expenses
  • Insurance premiums
  • Flight/air travel costs
  • Accounting or bookkeeping services
  • Virtual-address services
  • Other visa-compliance fees

Where applicable, the Platform may allow clients to purchase additional services during the process. Any such purchase will be clearly displayed before confirmation.

Viv Europe may introduce alternative pricing models in the future, including subscriptions or installment-based service structures.

8. Process Steps, Timeframes, and Client Precautions

The Platform may display timelines, steps, and estimated timeframes for the client journey. These timelines are provided for convenience and planning purposes only and may vary based on the client’s situation, third-party requirements, and government processing times.

Clients acknowledge that they are expressly advised not to engage in preparatory or transitional activities related to moving to Portugal (including selling properties, goods, or investments) until their visa has been officially approved. Viv Europe is not responsible for financial losses resulting from actions taken before visa approval.

9. AI-Powered Guidance and Automation

Viv Europe may implement AI-powered tools within the Platform to improve the client experience and internal efficiency.

AI features, where available, may:

  • Suggest next steps and provide guidance
  • Help account managers interpret client progress and needs
  • Support communication and case organization

You acknowledge that AI-based features are intended to support the process, but do not replace professional review, legal judgment, or official authority decisions.

Viv Europe may modify, disable, or improve AI features at any time.

10. Document Uploads, Storage, and Security

The Platform allows you to upload documents and personal information that may be necessary for your relocation and immigration process. Viv Europe understands that these documents may contain sensitive personal data, and we treat their protection as a top priority.

All documents and data uploaded through the Portal are stored using Supabase infrastructure configured with the highest privacy and security settings available, including strict access controls, private storage policies, and secure authentication mechanisms.

Your uploaded documents and personal information are protected through encryption, and access is strictly limited to:

  • You (the client), through your secure Portal account, and
  • Authorized Viv Europe personnel, solely for the purpose of delivering the services you requested.

No other clients, users, or external parties can access your documents.

Viv Europe does not sell, share, or provide access to your uploaded documents to third parties unless you explicitly authorize it, it is necessary to provide the contracted services, or disclosure is legally required.

While we apply strong security measures and best practices to protect your data, you acknowledge that no digital system can guarantee absolute security. However, Viv Europe is committed to continuously maintaining and improving safeguards to reduce risk and prevent unauthorized access.

11. Third-Party Services and Integrations

The Platform may integrate with or rely on third-party services for functionality, including:

  • Intercom (communication)
  • Stripe (payments)
  • Notification systems
  • Automation platforms (such as Make.com)
  • Scheduling and meeting tools (such as Google Meet)

Viv Europe is not responsible for outages, errors, or failures caused by third-party services outside our reasonable control.

12. Compliance, Due Diligence, and Data Protection

Viv Europe is committed to strict compliance with applicable laws and regulations, including AML (Anti-Money Laundering), CTF (Counter-Terrorism Financing), and GDPR, and may conduct due diligence checks when required.

Clients agree to comply with all relevant local and international laws and regulations. Viv Europe is not liable for legal consequences resulting from a client’s non-compliance.

Viv Europe may retain personal data only as necessary for legal, regulatory, and service delivery purposes, and will apply secure deletion or anonymization practices where appropriate, in accordance with applicable law and internal retention policies.

Clients may request access, correction, deletion, or restriction of their personal data, in accordance with applicable data protection laws and the Privacy Policy.

13. Intellectual Property

All content, branding, structure, videos, written materials, and platform design provided by Viv Europe are protected by intellectual property laws.

You may not copy, reproduce, modify, distribute, or exploit any part of the Platform without Viv Europe’s prior written permission.

14. Limitation of Liability

To the maximum extent permitted by law, Viv Europe is not liable for:

  • Indirect or consequential damages arising from your use of the Platform
  • Delays or errors caused by incomplete, inaccurate, or late information provided by the client
  • Platform interruptions, bugs, technical issues, or temporary unavailability
  • Outcomes determined by public authorities or third-party service providers

You acknowledge that visa approvals and denials are decisions made by government authorities, and Viv Europe cannot be held responsible for such outcomes. Viv Europe commits to applying best efforts to support the client’s process in accordance with the Service Agreement.

Nothing in these Terms limits any liability that cannot legally be excluded.

15. Suspension, Cancellation, and Termination

Viv Europe may suspend or terminate your access to the Platform if:

  • You breach these Terms or the Service Agreement
  • You misuse the Platform or upload fraudulent content
  • Your actions create security or compliance risks
  • You behave abusively toward Viv Europe staff or partners

Viv Europe may cancel or terminate the service in situations such as:

  • Lack of communication from the client over a prolonged period, as defined in the Service Agreement
  • Submission of false or misleading information or documentation
  • Non-compliance with Viv Europe policies or legal requirements

If the client cancels the service, fees already paid are non-refundable, except where required by law.

Where applicable, either party may terminate the Service Agreement if the other fails to meet contractual obligations, subject to any notice requirements defined in the Service Agreement.

16. Platform Availability and Maintenance

Viv Europe aims to provide a reliable and high-quality Platform experience. However, we do not guarantee uninterrupted availability.

We may perform maintenance, updates, bug fixes, feature improvements, or security enhancements at any time. Some features may be temporarily unavailable during these updates.

17. Changes to These Terms

Viv Europe may update these Terms from time to time. Updated versions will be published on the Platform.

By continuing to use the Platform after changes are posted, you agree to the updated Terms.

18. Governing Law and Jurisdiction

These Terms are governed by the laws applicable within the European Union and any relevant national laws that apply to Viv Europe’s operations.

Any disputes shall be handled according to applicable legal procedures and, where permitted, may be subject to the jurisdiction defined in the Service Agreement.

19. Contact

If you have any questions regarding these Terms, you may contact us at:

[email protected]