(Last updated on July 1st 2025)
I. Scope of application
The terms and conditions set forth in this document shall apply to the relationship between the visitor (hereinafter referred to as the “Customer”) and the MOOV Apartments from the moment the reservation is requested until the period of accommodation at the hotel ends.
Where these Terms and Conditions are silent, the applicable portuguese legislation in force shall apply.
II. Contract Formation
1. After requesting an apartment reservation, the Customer receives a quote from MOOV. Upon confirmation of the reservation, Moov will provide the Customer the reservation code, which will serve as identification for managing the stay and check-in.
2. Reservations made for any MOOV Apartments, confirmed through third parties (tour operators and/or online platforms), will also generate a reservation code, which may differ from the one issued directly by MOOV.
3. Requests for apartments reservations are non-binding and do not obligate MOOV to enter into a contract with the Customer. MOOV has the right to refuse to enter into a contract and provide an apartment at its sole and discretionary criterion.
4. MOOV only guarantees the Customer the availability of an apartment in the reserved category, without guaranteeing a specific one.
III. Types of Reservations and Cancellation/No-Show Policies
1. At MOOV hotels, Customers can make three types of reservations: “Guaranteed Reservations,” “Non-Guaranteed Reservations,” and “Non-Refundable Reservations.”
2. “Non-Guaranteed Reservation” consists of an individual reservation (up to 9 apartments) at a MOOV apartments without advance payment. This reservation will automatically expire if the payment is not verified on time, in which case Moov may immediately make the apartment available for sale. The Customer cannot claim any compensation from MOOV in such cases.
3. “Guaranteed Reservation” consists of an individual reservation (up to 9 apartments) at a MOOV Apartments with prepayment of the reserved accommodation.
4. For reservations of 5 to 9 apartments, prepayment is mandatory up to 15 days before the arrival date and does not allow modifications or free cancellation.
5. “Non-Refundable Reservation” consists of a reservation at a MOOV apartments with immediate payment and no possibility of modification or free cancellation.
6. For all types of reservations, unless stated otherwise (special rates, non-refundable reservations, or bookings made through third parties), free cancellation is permitted until 60h prior to check-in day. If the Customer has prepaid the reservation, MOOV will refund the paid amounts.
7. If the cancellation request is made after the free cancellation deadline, the Customer will be penalized according to the conditions outlined in the reservation confirmation, and the stay will be forfeited. The same applies in cases of no-shows without prior cancellation within the free cancellation period.
IV. Special Conditions for Group Reservations
1. “Group Reservation” consists of a booking of 10 or more apartments for guests staying together. The “group” is bound, in addition to the general obligations, to the specific obligations in this clause.
2. After accepting the reservation, the group leader will receive a detailed reservation confirmation containing, in addition to stay details (check-in date, check-out date, etc.), specific payment (deadlines and payment methods) and cancellation policies. Any cancellations or noshow or modifications must always comply with the specific conditions in the reservation confirmation.
3. Group reservations are considered guaranteed reservations.
4. The “Leader” must provide MOOV with a complete list of all guests’ information before arrival at the hotel.
5. A deposit per group will be required a security deposit. This amount will be communicated on the booking confirmation. The deposit will be refunded using the same payment method after the accommodation is inspected upon check-out, provided the apartments conditions meet the standards.
V. Arrival and Departure
1. If the Customer has a confirmed reservation, MOOV will provide an apartment in the reserved category from the arrival date. Apartments are generally available from 4:00 PM.
2. On the departure date, the Customer must vacate the apartment by 11:00 PM (check-out deadline) without any damage.
3. If the apartment is not vacated by the check-out deadline, an immediate compensation charge equivalent to the current night’s rate will apply. The Customer will only be allowed to use the apartment during this period if the hotel has availability; otherwise, they must pay the fee and vacate the apartment as soon as possible.
VI. Animals
1. It is strictly prohibited to accommodate animals in MOOV Apartments, except in legally documented cases.
2. If the Customer brings an animal into the hotel, MOOV reserves the right to immediately terminate the contract, requiring the Customer to leave the hotel without any refund of amounts already paid for the stay.
VII. Terms of use
1. Upon check-in, all guests must present valid national identification with a photo.
2. Minors not accompanied by parents/legal guardians must present a legally valid declaration as required by Portuguese law.
3. Children under 18 must be supervised by an accompanying adult throughout their stay. Unaccompanied minors are not allowed to check in.
4. The reservation confirmation reference (whether provided by Moov or third parties) must be provided for stay management. Management of reservations confirmed through third parties must always be handled through them.
5. Moov Apartments do not provide extra beds and/or cribs. One child up to 6 years old is allowed per T1 apartment, accompanied by 2 adults (the existing bed must be shared). In T2 apartments, one child up to 6 years old is allowed per bedroom, for every 2 adults (sharing the existing beds). The sofa bed can accommodate a maximum of 2 adults.
6. Only the individuals listed on the accommodation reservation have the right to use the apartment.
7. Customers must handle the apartment and common areas with care and respect.
8. Customers must treat other guests with consideration and adhere to the hotel rules.
9. Customers are strongly advised not to keep valuables (e.g., jewelry, identification documents, or money) in apartments or parked vehicles.
10. MOOV provides safes in all hotel apartments for storing valuables.
11. MOOV assumes no responsibility for theft, loss, or deterioration of valuables in apartments or parked vehicles.
IX. Price of Stay and Other Charges
1. The price of the stay to be paid by the Client is the consideration for the availability and use of the apartment during the period between check-in and check-out.
2. The applicable rates are those agreed upon or indicated in the MOOV pricing table in effect at the time of contract conclusion. MOOV reserves the right to adjust prices or add extra charges if legally required, such as the introduction of taxes, tourist fees, or other charges established by law.
3. The rates and amounts indicated in the terms and the accommodation contract are all subject to VAT unless expressly stated otherwise.
X. Payment Terms
1. Upon arrival at the hotel, the Client must immediately pay the full amount due for the reservation (including additional services), regardless of the invoicing date. At this time, MOOV will provide the apartment access code, which will remain valid until the end of the contracted stay.
2. The total price of the stay will be charged regardless of whether the Client actually uses the apartment.
3. Additional service fees, as mentioned in point 1, include charges for parking, breakfast prices, and other charges not explicitly mentioned in the accommodation contract but included in the total stay value.
4. MOOV accepts payment in CE Maestro, Visa Electron, and credit cards: Visa, MasterCard, and American Express. Payments by cash, check or other unspecified methods will not be accepted.
5. The total amount of the stay (including tourist taxes) will be automatically charged to the credit card associated with the reservation, up to the deadline for free cancellation. If the charge is not successful, the reservation will be immediately cancelled.
XI. Complaints Regarding Material Defects
1. The Client must inspect the hotel apartment upon arrival and immediately report any defects found at the hotel reception.
2. Any defects that arise during the stay must be reported to the hotel reception as soon as the Client becomes aware of them.
3. If a defect is confirmed in the Client’s apartment, MOOV has the right to choose between repairing it or relocating the Client to another apartment of at least the same category as the contracted one.
4. Only serious defects that affect MOOV’s service and quality standards will be considered for these purposes. MOOV is not obligated to act on irrelevant, unreasonable complaints or those concerning details that do not interfere with the minimum service level.
5. If MOOV is unable to repair a relevant defect or replace the Client’s apartment with one of equivalent or higher category, the Client may only terminate the contract and receive a refund of the amount paid for the apartment. No further claims against MOOV shall be accepted.
XII. MOOV’s Liability
1. MOOV shall only be liable for damages or losses suffered by the Client when such events result from MOOV’s culpable actions.
2. MOOV assumes no responsibility for the loss of data provided by the Client in cases of electronic payment data transmission unless negligence is proven.
3. MOOV assumes no liability for damages or accidents occurring inside the apartment or any part of the hotel unless caused by MOOV’s negligent actions.
4. MOOV shall not be held responsible for delays in making the apartme available as long as there is a valid reason for such a delay.
5. Valid reasons for apartment unavailability include, but are not limited to, strikes, blockades, natural disasters, accidents in the apartment or hotel, and other events that make it impossible or difficult to provide the apartment.
6. MOOV is not liable for actions performed by any hotel employee unless they occur during their normal working hours, with proper identification, and while wearing the company uniform.
7. MOOV is not responsible and cannot be held liable for failing to fulfill secondary obligations.
8. MOOV shall not be held liable for actions or omissions by any other Client, even if they cause damage or harm to another hotel guest. All damages caused to third parties by hotel Clients are the exclusive responsibility of those Clients and are unrelated to MOOV.
9. MOOV is not liable for lost profits or indirect damages, even if they result from a failure to meet a primary obligation.
XIII. Duty of Notification
In case of theft, property damage, fire, water damage, or other damage to the hotel apartment, the Client must immediately inform hotel staff and do everything possible to assist in resolving the theft or repairing the damage.
XIV. Termination of the Accommodation Contract
1. MOOV has the right to terminate the accommodation contract if the Client does not fully pay the reservation amount when due or fails to provide the required guarantee.
2. The Client may terminate the accommodation contract at any time during their stay, but no refunds will be provided. No modifications to the reservation are allowed after check-in.
3. Either party may terminate the accommodation contract immediately for just cause.
4. MOOV reserves the right to terminate the accommodation contract immediately for just cause if the Client compromises the establishment’s harmony, peace, or hygiene. Just causes include drug or alcohol intoxication, use of the apartment for prostitution, offensive behavior towards staff or guests, disturbance of order, a history of fraudulent reservations, or damage to the hotel.
XV. Data Protection
1. The Client is informed that their personal data will be stored and processed by MOOV and shared with associated companies and selected service providers, in accordance with the law, for contract execution, service provision, and MOOV’s advertising campaigns.
2. The Client grants MOOV the right to use associated companies and selected service providers for data processing and to transmit personal data under this section to companies that allow storage and processing.
3. The Client has the right to object to the use of their personal data for advertising purposes at any time by notifying MOOV in writing via email at rgpd@hotelmoov.com.
4. Full details of the data protection policy can be found at www.moovapartments.com/rgpd/.
XVI. General Provisions
1. These Terms and Conditions fully regulate the Client’s stay at the hotel and their use of the apartment.
2. No verbal agreement has been reached throughout the accommodation contract. Any modifications to the contract between the parties must be in writing and signed by both parties unless it is a unilateral declaration, in which case it must be in writing and signed by the issuer.
3. MOOV has the right to have third parties fulfill its obligations under the accommodation contract.
4. The invalidity of one or more of the preceding provisions does not affect the validity of the remaining provisions. The invalid provision will be replaced by a valid one that most closely aligns with the commercial and legal intentions of the parties. If this is not possible, Portuguese law in effect shall apply.
