Terms of Use – Virtual Reality Arena Another World - Lisboa

1. General Provisions and Identification

1.1. These Terms & Conditions (hereinafter the "Terms") govern the conditions for visiting, booking and taking part in activities organised by MOMENTO FORMOSO UNIPESSOAL LDA, tax number 517 517 582, with registered office at Rua Dom João de Castro, n.º 62, Letra F, 1.º Esq., 1300-194 Lisbon, which operates the commercial establishment VR Arena (hereinafter "VR Arena", "we" or the "Controller"), located at Avenida Infante Dom Henrique, n.º 286, 1950-421 Lisbon and available online at vr-arena.pt, dedicated to operating a free-roam virtual reality arena, where the Another World – Lisboa games are offered.

1.2. Making any booking, purchasing a ticket or voucher, taking part in any activity and remaining on the premises imply full and unconditional acceptance of these Terms, without prejudice to the mandatory consumer rights provided by applicable law, as well as awareness of the Privacy Policy, available at vr-arena.pt/politica-de-privacidade.

2. Minimum Age and Minors

2.1. The minimum age for participation is 6 years, with no exceptions.

2.2. Minors under 12 years may only take part accompanied by an adult present at the establishment throughout the activity.

2.3. Participation of any minor under 18 is subject to the written consent of the legal guardian(s), given through the form provided by VR Arena (online via the Buzzshot platform or in printed form at reception).

2.4. The accompanying adult and/or the customer who made the booking on behalf of the minor is fully responsible for the minor's behaviour, safety and compliance with these Terms.

2.5. For group bookings involving minors, the customer who made the booking is responsible for collecting parental consents and for compliance with these Terms by all participants.

3. Health Declaration and Contraindications

3.1. Free-roam virtual reality activity involves moderate physical effort and intense sensory stimuli (visual, auditory and balance-related).

3.2. The following should not take part in the activity, except with express medical clearance to the contrary, under their own sole responsibility (or that of the legal guardian):

• People with epilepsy or a history of photosensitive seizures.
• People with decompensated cardiovascular conditions.
• Pregnant women.
• People who have undergone surgery in the previous 3 months or with recent head, neck or spine injuries.
• People under the influence of alcohol, narcotics or psychoactive substances.
• People with vertigo, severe balance disorders or uncontrolled hypertension.
• People with a transmissible infectious disease.

3.3. Before the activity begins, the participant (or the legal guardian, in the case of a minor) completes a health declaration, confirming the absence of the above contraindications or expressly assuming the risk of participation.

3.4. Providing a false or incomplete health declaration releases VR Arena from any liability for harm arising from the omitted conditions.

4. Briefing, Clothing and Rules of Conduct

4.1. All participants must attend the safety briefing and follow the instructions of the VR Arena team throughout the activity.

4.2. Clothing and footwear:

• The activity is played without footwear, exclusively with anti-slip socks.
• Participants may bring their own anti-slip socks or purchase them at the establishment.
• Comfortable clothing that does not restrict movement is recommended.

4.3. During the activity, the following is expressly prohibited:

• Running outside designated areas, jumping or making sudden movements against walls, partitions or other participants.
• Intentionally colliding with other players.
• Removing, manipulating or moving equipment (headset, controllers, sensors) without team authorisation.
• Pressing unauthorised physical buttons on the headset.
• Disturbing other players or team members.

4.4. In the event of a breach, the following graduated sanctions apply:

• First breach: verbal warning from the operator.
• Second breach: session interrupted for 5 minutes and a new briefing.
• Third breach: immediate termination of the session with no right to a refund.

4.5. Each breach and the corresponding sanction is recorded by the operator in an internal log (date, time, participant, description of the incident, warnings and decision), for evidentiary purposes in the event of a complaint.

4.6. VR Arena reserves the right to immediately terminate the session, with no right to a refund, in the event of:

• Aggressive, offensive or intimidating behaviour towards the team or other customers.
• Signs of intoxication or the influence of psychoactive substances.
• Serious risk to the safety of the participant or third parties.
• Refusal to follow safety instructions after a warning.

5. Risks Inherent to the Activity and Liability

5.1. Participation presupposes the participant's express acceptance of the risks inherent to free-roam virtual reality, namely:

• Possibility of momentary loss of balance, dizziness or disorientation.
• Risk of minor collisions with elements of the play space during normal use of the equipment.
• Moderate physical effort.
• Possible nausea or visual discomfort (motion sickness).

5.2. VR Arena adopts the reasonably required safety measures, namely: a prior briefing, supervision of the activity by a team operator (who remains available during the session to respond to any incident), regular maintenance of equipment and the play space, a first-aid kit and an emergency-call procedure.

5.3. The activity is operated with public-liability insurance appropriate to the nature and scale of the activity. VR Arena's liability is governed by the applicable general law, in particular Articles 483 and 493 of the Civil Code, and no clause of these Terms may be construed as excluding or limiting VR Arena's liability for wilful misconduct or gross negligence, whether its own or that of its staff.

5.4. The VR Arena team does not have professional medical training. In the event of an incident, it provides the available first aid and, whenever necessary, activates the emergency medical services (112). Without prejudice to VR Arena's legal liability for any act attributable to it under the law, subsequent medical costs not covered by the public-liability insurance are the responsibility of the participant or their personal insurance.

6. Damage to Equipment and Premises

6.1. The customer is liable for damage caused, by themselves or by participants under their responsibility, to the equipment, furniture or premises of VR Arena, whenever such damage results from improper use or breach of these Terms and the briefing.

6.2. Once damage is identified, VR Arena will provide the customer with an invoice, invoice-receipt or replacement quote for the damaged item, issued by a qualified supplier, the compensation due being the amount corresponding to repair or replacement.

6.3. As a guide, and without prejudice to a case-by-case assessment based on a replacement document, the following reference values are indicated:

6.4. In the case of a private-room booking or group event, the customer who made the booking is jointly and severally liable for damage caused by all participants in their group.

7. Lockers and Personal Belongings

7.1. VR Arena provides, where possible, lockers for visitors to store their belongings, as a courtesy.

7.2. Providing a locker does not constitute a deposit contract under Articles 1185 et seq. of the Civil Code. VR Arena does not exercise custody, safekeeping or surveillance over belongings; use of the locker is at the user's sole responsibility.

7.3. VR Arena is not liable for the loss, theft, damage or disappearance of personal belongings in any area of the establishment, except in the event of wilful misconduct or gross negligence attributable to it. Valuables (wallets, jewellery, electronic equipment) should not be left unattended.

8. Bookings and Payments

8.1. Bookings may be made through the website, by phone, by e-mail or in person.

8.2. The following payment methods are accepted: online payment at the time of booking, bank transfer, MB Way, Multibanco, and in-person payment by cash or card.

8.3. A booking is only considered confirmed after (i) receipt of the payment due and (ii) express confirmation, in writing or by electronic means, by VR Arena.

8.4. Under Article 17(1)(l) of Decree-Law No. 24/2014, the right of withdrawal does not apply to contracts for leisure activities with a specific date or period of performance; the cancellation regime is that set out in section 9 of these Terms.

9. Cancellations, Rescheduling and Lateness

9.1. Individual and small-group sessions

• Cancellation more than 72 hours before the session start: full refund.
• Cancellation between 24 and 72 hours before: 50% refund (50% retained as compensation for the reserved capacity and unavailability of the slot).
• Cancellation less than 24 hours before: no right to a refund.
• No-show: the full booking amount is due as compensation.
• Rescheduling: allowed at VR Arena's discretion, subject to operational availability. Typically requires at least 24 hours' notice.

9.2. Private events, parties and group bookings (5 or more participants)

• 50% deposit of the total amount upon booking confirmation, to be paid within the 48 hours following creation of the pre-booking, failing which the slot is automatically released.
• Cancellation more than 14 days before: full refund of the deposit.
• Cancellation between 7 and 14 days: 50% of the deposit retained.
• Cancellation less than 7 days before, or no-show: full deposit retained.
• Change in number of participants: reductions accepted up to 7 days in advance (confirmed places not used are not refunded); increases accepted at any time, subject to availability.
• Date change: allowed by agreement, subject to availability.

9.3. Lateness

• Arrival 10 to 15 minutes in advance is recommended.
• Delays of more than 15 minutes may result in a proportional reduction of session time or cancellation of the booking with no right to a refund, depending on operational circumstances.
• For group bookings, the session starts on time, even if some participants are late.

10. Vouchers, Promotional Codes and Gift Certificates

10.1. Promotional codes and vouchers have a validity period indicated at the time of issue or purchase. Gift certificates purchased online are valid for 12 months from the date of issue.

10.2. Right of withdrawal for unused certificates: under Article 10 of Decree-Law No. 24/2014, a consumer who purchases a gift certificate online has 14 days from the date of purchase to withdraw from the contract and obtain a full refund, provided the certificate has not been activated or used. This right is exercised by e-mail to info@vr-arena.pt.

10.3. Codes and vouchers cannot be combined with other promotions, are not convertible into cash and may be cancelled in the event of fraudulent or abusive use.

10.4. Exceptional reactivation of expired vouchers: upon request made within the 6 months following the expiry date, VR Arena may, exceptionally and at its discretion, authorise reactivation of the voucher for a further 6 months, subject to operational availability and prior payment of a reactivation fee of up to 30% of the voucher's nominal value. After the 6-month period following expiry, with no reactivation request or authorisation, the voucher lapses definitively, with no right to a refund.

10.5. Partial use: if the voucher is worth more than the service used, the remaining balance stays available on the account until the end of the validity period.

10.6. Reissue of a lost certificate is subject to proof of payment.

11. Image and Marketing

11.1. Photographs and videos may be captured during the activity. The use of these images to promote VR Arena (social media, website, promotional materials) is subject to the express, specific and prior consent of the participant or, in the case of minors, of the legal guardian, under the Privacy Policy.

11.2. Consent may be withdrawn at any time, at no cost, by contacting info@vr-arena.pt.

11.3. The absence of consent for image use does not affect the possibility of taking part in the activity. A private copy of the photographs and videos of their session will always be made available to the customer on request.

12. Personal Data Protection

The processing of personal data carried out in connection with the provision of services is governed by VR Arena's Privacy Policy, available at vr-arena.pt/politica-de-privacidade, which is considered an integral part of these Terms.

13. Complaints and Alternative Dispute Resolution

13.1. Direct complaints: the customer may submit a complaint directly to VR Arena by e-mail at info@vr-arena.pt or to the team at the establishment.

13.2. Complaints Book: the customer has access, at the establishment's reception, to the physical Complaints Book, and may also submit a complaint through the Electronic Complaints Book, available at www.livroreclamacoes.pt.

13.3. Alternative Dispute Resolution: under Article 18 of Law No. 144/2015, in the event of a consumer dispute, the consumer may resort to the following alternative dispute resolution entity:

14. Right of Admission

14.1. VR Arena reserves the right of admission to the establishment and the right to provide the service, and may refuse entry or require the customer to leave, with no right to a refund, on objective grounds of safety, good order of the establishment or protection of other customers and staff, evidenced by observable behaviour, namely:

• Observable signs of intoxication or the influence of psychoactive substances.
• Aggressive, offensive, discriminatory or intimidating behaviour.
• Serious risk to the safety of the participant, other customers or the team.
• Repeated failure to comply with the team's instructions or these Terms.
• Failure to comply with the health-declaration duty under section 3.

14.2. The decision to refuse entry or to expel is reasoned and recorded by the team, identifying the observed incident that motivated it.

15. Capacity of the Establishment

The maximum capacity of the establishment is that stated in the respective use licence issued by the Lisbon City Council (Câmara Municipal de Lisboa). Group bookings are planned in strict observance of that capacity and the applicable safety and evacuation rules (ANEPC).

16. Force Majeure

16.1. VR Arena is not liable for failure to perform or defective performance attributable to force majeure, namely: prolonged power or telecommunications failures, serious equipment breakdowns, extraordinary weather events, decisions by public authorities (including health orders), strikes, public calamity or other circumstances beyond the Controller's reasonable control.

16.2. In the event of force majeure, VR Arena will offer the customer, at their choice:

• Rescheduling to an alternative date, at no additional cost, or
• Full refund of the amounts paid.

17. Use of the Website

Use of the website vr-arena.pt implies acceptance of these Terms and the Privacy Policy. Any interference with the technical operation of the site, attempts at unauthorised access, mass extraction of content or use for unlawful purposes is prohibited.

18. Changes to the Terms

18.1. These Terms may be amended at any time. The version in force is always available at vr-arena.pt/termos-e-condicoes.

18.2. The Terms in force on the date of confirmation apply to each booking.

19. Governing Law and Jurisdiction

19.1. These Terms are governed by Portuguese law.

19.2. For the resolution of any dispute arising from these Terms, the courts of the district of Lisbon have jurisdiction, with express waiver of any other, without prejudice to (i) the mandatory rules of consumer protection and (ii) the consumer's right to bring proceedings before the courts of their domicile, under applicable law.

20. Contact