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General terms and conditions of use

General Terms of Use for Sellers and Buyers

Preamble

The Marketplace Vila is a digital platform managed by the Municipality of Torres Novas. Its aim is to boost local commerce by providing a digital interface that connects sellers and buyers. The general terms of use define the rights and responsibilities of sellers and buyers, as well as the legal obligations governing the use of the platform.
Any sale of products made by a seller through the Marketplace Vila will be governed by the seller’s General Conditions of Sale (GCS). These conditions may be complemented by these General Terms of Use to ensure a transparent and safe transaction for both parties, in accordance with Portuguese law.

Object

These GTU aim to regulate the rights, duties, and responsibilities of users (sellers and buyers) who use Marketplace Vila as a tool for brokering commercial transactions.

Definitions

The following terms have the meanings defined below, with possible use in singular or plural:

  • BackOffice: The interface that allows the Seller to access the space to configure their store, manage their Product catalog, Orders, create discount coupons, monitor activity, manage payments, and access relevant sales statistics.
  • Management Team: Consists of the Neighborhood Manager, Support Technicians, and the company contracted for platform development, facilitating the connection between Sellers and Clients for online sale of Products and Services.
  • Store: Online space on the Marketplace, available to one or more sellers, for selling Products and Services.
  • Client: Any person accessing the Marketplace to purchase Products and/or Services from a Seller.
  • Seller: Any entity whose Product offers appear on the Marketplace for sale.
  • User: Any person accessing and browsing the Marketplace.
  • Marketplace: Refers to the online platform available through the website, where the Management Team enables the connection between Sellers and Clients for the online sale of Products and Services.
  • Content: All information, descriptions, technical product specifications, logos, brands, illustrations, photographs, data, and in general, all elements and content provided by the Seller and published on the Marketplace.
  • Features: Includes services offered by the Management Team to Users on the Marketplace, such as management and approval of products and categories to be listed, discount coupon approval, management and support of participating merchants.
  • General Terms of Use or GTU: These conditions, available in the footer, that regulate Marketplace usage by any User.
  • Marketplace Business Conditions or Business Conditions: Set of conditions regulating the commercial practices of the Marketplace, complementing the Sales Contract if the Seller’s GCS are non-compliant or incomplete.
  • Seller Store: Space assigned by the Management Team to the Seller within the Marketplace for the Seller to present their business and Products and Services.
  • Product: Any physical good or service sold on the Marketplace by Sellers.
  • Order: Purchase of any Product and/or Service from the Seller, made by the Client through the Marketplace.
  • Service Provision: Refers to any service offering made on the Marketplace.
  • Seller’s GCS: The General Conditions of Sale to which the seller is subject when marketing Products through the Marketplace. The Seller may provide specific GCS as long as registered in the Marketplace and these conditions include all mandatory information. In case of gaps or contradictions, the Seller’s GCS may be complemented by the Business Conditions.
  • Client Area: The interaction area provided by Marketplace Vila where all data provided by the User is gathered, allowing them to manage orders, view purchase history, and change personal data. Access is made through User credentials. Data is used for login and placing orders/purchases.
  • Credentials: The User’s email address and chosen password needed to access the respective Client Area on the Marketplace.

Registration and Access to the Platform

Eligibility

Platform access and use are reserved for users of legal age, with full legal capacity to conduct commercial transactions.

User Types and Access Levels

  • Management Team: The management team has full access to the platform and administers all stores in their geographic area. Responsibilities include:
    • Creating and editing all stores registered in the Marketplace;
    • Providing support and training to sellers on available platform tools;
    • Monitoring store performance and ensuring compliance with platform standards.
  • Seller: The seller is a local business or registered company that uses the platform to offer its products. Their access level enables:
    • Create and edit their own store and product catalog;
    • Track orders and interact directly with buyers;
    • Access sales statistics, such as performance and transaction reports.
  • Buyer: The buyer is the end user who purchases products through the platform. Their access level enables:
    • Register a client account to make purchases;
    • View order history and order status;
    • Change their personal data and communication preferences;
    • Rate purchased products and seller performance.

Account Creation

The user, whether seller or buyer, must create an account on the platform, providing correct and complete personal and business data such as name, address, email, and tax identification number (NIF). The user undertakes to keep this information updated.

Data Access Confidentiality

Login data (username and password) are personal and non-transferable. The user is responsible for ensuring these details remain confidential, being wholly responsible for all activities executed on their account.

Account Suspension and Cancellation

The Platform’s Management Team reserves the right to suspend or close the account of any user who violates these GTU or is involved in fraudulent or illegal activities. The user will be notified in writing and has the right to appeal the decision.

Seller Obligations

Legal Authorization

The seller declares they are legally qualified to conduct commercial activities and sell the products offered on the platform, assuring compliance with all applicable legislation and regulations.

Product and Stock Management

The seller is responsible for keeping product descriptions and availability updated, ensuring that listed products are available for delivery. If unable to fulfill an order due to stock shortage, the offer must be removed or updated promptly.

Product Quality Responsibility

The seller guarantees that supplied products comply with the specifications displayed on the platform, as well as the applicable safety and quality laws.

Prices and Taxes

Prices shown must include all applicable taxes, such as VAT, in line with Portuguese law. The seller agrees not to modify the price of a product after an order is confirmed, except in cases of manifest error or by express agreement with the buyer.

Sales, Promotions, and Clearances

Activities related to sales, promotions, and clearances are also the responsibility of the Seller, in accordance with Decree-Law no. 70/2007, of March 26, as amended. Sellers must ensure all offers and promotions comply with applicable legislation and that information relating to these offers is clearly presented to Buyers. The Seller is responsible for informing Buyers about the specific conditions governing each promotion or sale, including duration and applicable limitations.

Billing

Billing for products purchased via Marketplace Vila is the responsibility of the Seller, in accordance with Decree-Law no. 198/2012, of August 24, as amended. Sellers must issue invoices in accordance with current legislation, ensuring all necessary information is accurately reflected. Buyers must ensure required data for invoice issuance is correctly provided at purchase.

Reporting to the Bank of Portugal

In accordance with Instruction No. 27/2012, of September 17, Marketplace Vila, in partnership with sellers, undertakes to comply with reporting requirements for statistical information to the Bank of Portugal. This covers communication of data on commercial transactions made on the platform where applicable, per the rules set forth by the Bank of Portugal. Sellers and the platform management team must ensure all transactions are properly recorded and reported when required by applicable rules.

Packing and Shipping

The seller is responsible for properly packing products and ensuring shipment within stipulated deadlines, using contracted delivery services. Products must be dispatched according to transportation standards to avoid damage during shipping.

Customer Service

The seller undertakes to provide quality service to buyers, responding to their questions and complaints promptly and appropriately, as set by the platform’s conditions.

Buyer Obligations

Data Accuracy

The buyer commits to providing correct and complete data at registration and during purchasing, especially information regarding delivery address and payment details.

Payment for Products

The buyer must ensure payment for purchased products is made according to the platform’s available payment methods. The buyer will be informed of the final price and any postage before purchase completion.

Receiving and Checking Products

After delivery, the buyer must verify that received products match the order. Any defect or discrepancy must be reported to the seller via the platform within the timeframes set for complaints.

Billing

Billing for products acquired via Marketplace Vila is the Seller’s responsibility, in accordance with Decree-Law no. 198/2012, of August 24, as amended. Buyers must ensure necessary data for invoice issuance is supplied correctly at purchase.

Transactions and Deliveries

Order Processing

The seller must process orders efficiently and within agreed deadlines, sending confirmation to the buyer once the order has been shipped.

Product Delivery

Delivery times vary according to the method selected by the buyer and are clearly indicated during the purchase process. In case of delays, the seller must inform the buyer and the platform; the buyer may cancel the order and obtain a refund if the delay exceeds 7 business days.

Shipping Costs

Shipping costs are borne by the buyer, except when explicitly stated they are covered by the seller or in case of defect returns.

Returns and Refunds

Right of Withdrawal

The buyer has the right to cancel the purchase and return the product within 14 days from receipt, without needing to provide justification, in accordance with Decree-Law No. 24/2014, of February 14, as amended. Return costs are borne by the buyer, except in cases of defect or shipping error.

Return Conditions

Returned products must be in the same condition received, with no signs of improper use and in original packaging, except in cases of manufacturing defects.

Refund

The seller is responsible for processing the refund within a maximum of 14 business days after receiving the returned product, using the original payment method.

Complaints and Dispute Resolution

Complaints

The buyer may submit complaints related to non-compliance of products or service rendered by the seller via the platform. The seller must respond within a maximum of 8 business days. If the complaint is not satisfactorily resolved, the platform’s management team may intervene.

Extrajudicial Dispute Resolution

Disputes between buyer and seller are preferably resolved amicably or through alternative dispute resolution mechanisms per Decree-Law no. 144/2015. If no agreement is reached, parties may resort to the competent courts of the Torres Novas district.

Security and Data Protection

Personal Data Processing

The personal data of users (sellers and buyers) are processed in accordance with the General Data Protection Regulation (GDPR) and Law No. 58/2019, of August 8, exclusively for service execution purposes, such as order management, product delivery, and complaint resolution.

Information Security

The platform implements appropriate technical and organizational measures to protect personal data from unauthorized access, accidental loss, and cyber attacks.

Final Provisions

Changes to the GTU

The Management Team of the Marketplace Vila reserves the right to change or update these GTU, notifying users at least 15 days in advance before application.

Applicable Law

These GTU are governed by Portuguese law, namely the Civil Code, Decree-Law No. 24/2014, and the General Data Protection Regulation (GDPR). For any disputes arising from the interpretation or execution of these terms, parties may proceed to, where the CNIACC – National Center of Information and Arbitration of Consumer Conflicts is our reference center. Additionally, consumers have access to several Alternative Dispute Resolution options, including:

  • CNIACC – National Center of Information and Arbitration of Consumer Conflicts: CNIACC
  • Lisbon Center for Arbitration of Consumer Conflicts: Lisbon Arbitration Center
  • Vale do Ave Center for Arbitration of Consumer Conflicts/Arbitral Tribunal: Arbitral Tribunal
  • CIAB – Center for Information, Mediation, and Consumer Arbitration: CIAB
  • CIMPAS – Center for Insurance Information, Mediation, and Ombudsperson: CIMPAS

Consumers may also use the online platform provided by the European Union to lodge complaints about disputes. The Digital Neighborhood Management Team provides information on exercising the right to complain to an official, impartial, and third-party entity. If not satisfied with the acquisition of goods or services or the proposed solution, access the official website EU ODR Platform to submit your complaint.

Last modification date: 23/09/2025

Terms of Use for Buyers

Preamble

Marketplace Vila, managed by the Municipality of Torres Novas, is a digital platform that allows registered buyers to purchase products from professional registered sellers. Transactions occur directly between buyer and seller, with Marketplace Vila acting only as an intermediary, facilitating the process through technological tools provided by the platform. By using the platform, the buyer fully accepts these General Terms of Use (GTU), which aim to regulate buyers’ rights, duties, and responsibilities.

Object

These GTU aim to regulate the use of Marketplace Vila by buyers, describing conditions of access, purchase, payment, and receipt of products, as well as defining their obligations and rights per applicable law.

Registration and Access to Service

Eligibility and Registration

Platform access is reserved for persons of legal age acting as end consumers (under Law No. 24/96, of July 31), or duly registered companies. To access the service, the buyer must create an account, providing truthful and complete information.

Access Data

The buyer is responsible for keeping access data (username and password) confidential. In case of loss or unauthorized use, the buyer must immediately notify the platform to prevent fraudulent account use.

Suspension or Termination of Account

The Management Team of Marketplace Vila may suspend or terminate a buyer’s account if these GTU are violated, including fraudulent behavior, bad-faith evaluations, or failure to fulfill payment obligations.

Service Operation

Product Search and Purchase

Buyers may search for products from different categories on the platform, using filters and sorting options to find suitable items. After selecting the desired product, the buyer can add it to their cart and proceed with purchase.

Interaction with Sellers

The platform allows buyers to contact sellers directly via a messaging system to clarify questions or obtain additional product information. Communication must be in good faith and comply with established terms of conduct.

Purchase Confirmation

The buyer must verify all purchase details (product, quantity, price, and delivery address) before confirming the order. Order confirmation implies acceptance of the General Conditions of Sale (GCS) and the seller’s specific conditions.

Payment and Costs

Price and Taxes

The total purchase price will be shown in euros (€), including all applicable taxes (e.g., VAT) and shipping costs. The buyer will be clearly informed of the total value before completing the purchase.

Payment Methods

The platform offers several payment options, such as credit cards, debit, and bank transfers. All payments are securely processed with data encryption, ensuring protection of buyers’ financial information.

Shipping Costs

Shipping costs vary depending on dispatch location and chosen delivery method. Responsibility for these costs lies with the seller and will be shown to the buyer before order confirmation.

Product Delivery

Delivery Deadlines

Delivery time is determined by the seller and depends on the method chosen by the buyer. This information will be presented at purchase. Delivery will be made to the address provided by the buyer, who must ensure delivery details are correct.

Receipt and Verification of Products

After delivery, the buyer must check products for order conformity. Any defect or error must be reported via the platform within 14 days of receipt.

Returns and Refunds

Right of Withdrawal

Under Decree-Law No. 24/2014, the buyer has the right to cancel the purchase within 14 days from receiving the product without having to justify their decision. To exercise this right, the buyer must communicate their intention through the platform.

Return Conditions

Returned products must be in the same condition as received, unused, and in original packaging. The seller is responsible for accepting returns and refunding within a maximum of 14 days after receiving the returned product.

Refund

Refund will be made via the same payment method used for purchase, unless otherwise agreed. Return shipping costs may be borne by the buyer, except when return is due to defect or error.

Buyer Responsibilities

Truthfulness of Information

The buyer undertakes to provide truthful and complete information during registration and purchase, especially regarding the delivery address and payment data.

Compliance with GTU and GCS

The buyer must comply with these GTU and the General Conditions of Sale (GCS) established by the seller. Any breach may result in suspension or termination of their account.

Complaints and Dispute Resolution

Complaints

The buyer may submit complaints regarding product quality or seller services via the platform. The Management Team may intervene as mediator to facilitate dispute resolution, but does not assume direct responsibility for the seller’s compliance.

Extrajudicial Dispute Resolution

In case of disputes between buyer and seller, parties are encouraged to use Alternative Dispute Resolution mechanisms under Decree-Law No. 144/2015, which regulates mediation and arbitration of consumer conflicts. If amicable solution is not possible, parties may use courts.

Intellectual Property

Platform Content

All platform content, including text, graphics, logos, images, and design, are protected by copyright and related rights under the Copyright Code. Unauthorized use is strictly prohibited.

Final Provisions

Changes to the GTU

The Management Team of Marketplace Vila reserves the right to change these GTU at any time, notifying users electronically or via the platform. Continued use after publication is considered acceptance of the new conditions.

Applicable Law and Jurisdiction

These General Terms of Use (GTU) are governed by Portuguese law. For any disputes arising from interpretation or enforcement, parties may turn to the competent courts of the Comarca of Torres Novas. Additionally, consumers have several options for Alternative Dispute Resolution, including:

  • CNIACC – National Center for Information and Arbitration for Consumer Conflicts: CNIACC
  • CIAB – Center for Consumer Information, Mediation, and Arbitration: CIAB
  • CIMPAS – Center for Information, Mediation, and Insurance Ombudsperson: CIMPAS

Consumers may also use the online platform of the European Union to submit complaints. The Neighborhood Management Team provides information on exercising the right to complain to an impartial, official third party. If unsatisfied with a purchase or proposed solution, you may access the official site EU ODR Platform to submit your dispute.

Last modification date: 23/09/2025

Terms of Use for Sellers

Preamble

The Marketplace Vila, managed by the Municipality of Torres Novas, is a digital platform aimed at promoting local commerce by offering registered sellers the opportunity to sell their products to a broader audience, both locally and nationally. By registering and using the platform, the seller fully accepts these General Terms of Use (GTU), which define their rights, duties, and responsibilities as platform users.

Object

These GTU aim to define access and use conditions for the platform by sellers, regulate the sales process, order management, relationship with buyers, and the seller’s legal responsibilities.

Registration and Access to the Platform

Eligibility

Sellers can register on the platform provided they are legal entities (companies) or sole proprietors, duly registered and operating in accordance with Portuguese law. Registration is mandatory to start selling products.

Account Creation

The seller must create an account on the platform, providing precise business data, including:

  • Company name;
  • Tax Identification Number (NIF);
  • Head office or physical address;
  • Phone contact and email.

Account Verification

The Marketplace Vila Management Team reserves the right to verify information provided and request additional documentation, such as commercial registry certificates or identity proof. Failure to provide documents may result in suspension or refusal of registration.

Responsibility for Access Data

The seller undertakes to keep access credentials (username and password) confidential and ensure only authorized persons can access the account. Any unauthorized use must be immediately reported to the platform management team.

Account Suspension or Termination

A seller’s account may be suspended or terminated by the platform for breaches of these GTU, fraudulent activities, or behaviors that harm the platform or purchaser experience.

Seller Obligations

Legal Authorization to Sell

The seller guarantees that they are legally empowered to carry out sales activities and comply with all legal and tax obligations applicable to their business, including commercial, consumer protection, and personal data protection laws.

Product Management

The seller must provide detailed and accurate descriptions for products sold, including:

  • Product name and technical description;
  • Photographs faithfully representing the product;
  • Sale price (including applicable taxes and fees).

Stock Management

The seller is responsible for ensuring presented products are in stock. In case of stockouts, the seller must update or remove the product from the platform immediately.

Prices and Taxes

Seller’s product prices must include all applicable legal taxes, such as VAT. Product prices cannot be changed after an order is placed, unless expressly agreed with the buyer.

Sales, Promotions, and Liquidations

Activities related to sales, promotions, and liquidations are also the Seller’s responsibility, in line with Decree-Law no. 70/2007. Sellers must ensure all offers and promotions comply with applicable law and that offer information is clearly presented to Buyers. The Seller must inform Buyers of specific conditions for each promotion or sale, including duration and applicable limitations.

Billing

Billing for products sold via Marketplace Vila is the Seller’s responsibility, in accordance with Decree-Law no. 198/2012, of August 24, as amended. Sellers must issue invoices according to current law, ensuring all required information is correctly reflected. Buyers must ensure invoice issuance data is provided correctly at purchase.

Product Compliance

The seller guarantees that marketed products comply with specifications described on the platform and comply with all applicable safety and quality standards.

Packing and Shipping

The seller is responsible for appropriate packing of products to prevent damage during shipping. Shipping must be done within indicated deadlines and using agreed delivery services.

Order Management and Delivery

Order Receipt and Confirmation

The seller undertakes to check and confirm product availability within a maximum of 6 business hours after receiving an order. Confirmation must be made via the platform, and the order processed and prepared for shipping afterward.

Delivery Deadlines

The seller must comply with delivery deadlines given at purchase. In case of delays over 7 business days, the buyer may cancel the order and request a refund per Decree-Law No. 24/2014. The seller must keep the buyer informed of any delays.

Shipping Costs

Shipping costs will be clearly indicated at purchase, and the seller must ensure these amounts are precise and transparent. Delivery costs are borne by the buyer unless otherwise agreed.

Returns and Refund Policy

Right of Withdrawal

Under Decree-Law No. 24/2014, the buyer has the right to cancel the purchase within 14 days from receipt without needing to specify the reason. The seller is responsible for accepting returns and processing refunds within a maximum of 14 days.

Return Conditions

Products returned by the buyer must be in the same condition received, unused, and in original packaging. The seller must check product condition before processing refund.

Return Costs

If return is due to product defect or delivery error, return costs are borne by the seller. Otherwise, the buyer may be liable for these costs, as agreed.

Refund

Refund will be made using the same payment method used by the buyer. The seller must ensure the refund is made within lawful deadlines and according to platform policies.

Complaints and Dispute Resolution

Buyer Complaints

The seller undertakes to respond to buyer complaints within a maximum of 8 business days. If unable to resolve the issue satisfactorily, the Marketplace Vila Management Team may intervene and decide on the case, reserving the right to refund the buyer directly and deduct the amount from the seller’s account.

Extrajudicial Dispute Resolution

In case of seller-buyer dispute, parties must seek friendly resolution or use alternative dispute resolution mechanisms per Decree-Law No. 144/2015. Ultimately, courts of the Comarca of Torres Novas may be approached.

Data Protection and Privacy

Processing of Personal Data

The seller undertakes to comply with all obligations under the General Data Protection Regulation (GDPR) and Law No. 58/2019, of August 8, ensuring buyer data privacy. Data must be used solely for delivery and order-related communication.

Information Security

The seller is responsible for adopting suitable technical and organizational measures to safeguard buyer personal data against unauthorized access, loss, or destruction.

Intellectual Property

Platform Content

All platform content, including texts, images, logos, and design, is copyrighted. The seller may not use platform content for commercial purposes without express permission from the Management Team of Marketplace Vila.

Seller Intellectual Property

The seller is responsible for ensuring that published content (images, product descriptions, brands) does not infringe third-party intellectual property rights.

Changes to GTU

The Management Team of Marketplace Vila reserves the right to amend these GTU at any time, notifying sellers in advance. Changes take effect 15 days after notification; continued platform use after notification is considered acceptance.

Applicable Law and Competent Jurisdiction

These General Terms of Use (GTU) are governed by Portuguese law. For disputes arising from interpretation or enforcement, parties may approach the relevant administrative courts.
Additionally, consumers have several options for Alternative Dispute Resolution, including:

  • CNIACC – National Center for Information and Arbitration for Consumer Conflicts: CNIACC
  • CIAB – Center for Consumer Information, Mediation, and Arbitration: CIAB
  • CIMPAS – Center for Insurance Information, Mediation, and Ombudsperson: CIMPAS

Consumers may also use the European Union’s online platform to lodge complaints about disputes. The Commercial Neighborhood Management Team provides information on how to complain to an official, impartial, third-party entity. If dissatisfied with goods or services or the proposed solution, visit the official site EU ODR Platform to submit your claim.

Last modification date: 23/09/2025

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