These Terms and Conditions cover the following aspects:
Illusionarium, Lda, a company with VAT and commercial registration number PT 516 628 925, headquartered at Rua de Ceuta, 118, 4th floor, Office 27, 4050-190 Porto, Portugal (referred to as “Illusionarium” hereafter) is responsible for these Terms and Conditions.
By clicking the “I Accept the Website Terms Conditions and Privacy Policy” button, you’re agreeing to these terms regarding website usage, ticket and online product purchases, and Neonia’s operational rules. If you disagree, kindly refrain from using the site and/or visiting the museum.
When visiting Neonia and acquiring tickets or any other products available on either physical or online stores, you’re assumed to have read, acknowledged and agreed with the present Terms Conditions.
Illusionarium has the right to alter or update, both entirely or partially, its current Terms conditions, as well as its Privacy Policy and Cookie Policy. Any alterations or updates to these Terms Conditions, as well as to the Privacy Policy and Cookie Policy, will enter into force as soon as published in their respective section on the website. Customers and Users are advised to regularly check the Terms Conditions, Privacy Policy and Cookie Policy sections, making sure to acknowledge every update.
Without prejudice to other provisions in these Terms and Conditions, Illusionarium authorizes any user to use this website for personal or informational purposes only, as provided in these Terms and Conditions. The user license may be revoked by Illusionarium at its discretion and at any time. Pursuant to the law and these Terms and Conditions, users may not copy, use, transfer, rent, sub-license, change, adapt, modify or attempt to modify the source code, reverse-engineer, reverse-compile or disassemble, in whole or in part, the contents of the website.
By accessing the website, the user acknowledges and accepts that the content of the website may be incomplete, inaccurate, not up-to-date or may not meet their needs and requirements.
Violation of the Terms and Conditions may entail the withdrawal of the license granted by Illusionarium.
Likewise, in the event of any damage or claims for compensation by third parties, Illusionarium may exercise its rights to the maximum extent possible by law.
b) Access to and use of the website, including viewing the pages of the website, constitute activities performed by users.
c) Users are solely responsible for how they use our website and its content. We won’t be held accountable for any mishaps or misunderstandings. Users are also solely responsible for the information and data they provide (regardless of belonging to them or to a non-consenting 3rd party) and/or incorrectly use.
d) The contents of the website may contain inaccuracies or errors. Illusionarium is not responsible, nor can be held liable, by any means or manner, for inaccuracies and errors, damages (if any) caused by or resulting from the use of information derived from the website by users.
e) Considering that any content that is downloaded or otherwise obtained results from the free decision of the user, any damage (if any) to computers or loss of data resulting from downloading operations performed by the user will be the sole responsibility of the user and cannot be attributed to Illusionarium.
f) Illusionarium assumes no liability for damages (if any) resulting from the impossibility of accessing the services provided through the website or for damages (if any) caused by viruses, damaged files, errors, omissions, service interruptions, cancellation of content, Internet-related issues, service providers or telephone and/or telematics connection, unauthorised access, changes to data, or related to the non-existence and/or malfunction of electronic devices of the user.
g) The user is solely and exclusively responsible for any actions performed through his or her user account, either directly or through third parties authorized by the user. Illusionarium has taken the appropriate technical and organisational measures to safeguard the security of the services it provides through the website, to ensure the integrity of electronic traffic data, as well as to avoid risks of dissemination, destruction or loss of data and confidential or non-confidential information of its users, contained in the website, or related to access – unauthorized or in violation of applicable legal provisions – to said personal data and information.
h) Illusionarium does not and cannot guarantee that the website is free from viruses or any other elements that may adversely affect the technology.
All rights reserved. The website and all its contents, including but not limited to articles, opinions, other texts, lists, user manuals, photographs, drawings, images, video clips or audio or marketing texts, as well as trademarks, logos, domain names, and any other elements that may be covered by property rights (including source codes) and/or other forms of intellectual property rights (hereinafter “Material”), are the property of Illusionarium or third parties and are protected against unauthorized use, copying or disclosure by national laws and international treaties relating to Intellectual Property Rights. None of the provisions of the Terms and Conditions and/or the contents contained on the website shall be construed as implicitly conferring, accepting or otherwise licensing the right to use any Material by any means, without the prior written consent of Illusionarium or the third party owner of the Material or the intellectual property rights published on the website. The use, copying, reproduction, alteration, republication, updating, downloading, emailing, transmission, distribution or duplication, or any other abusive act of the Material not specifically identified but of identical nature, are prohibited.
You may, however, view and display the content of the website and/or the Material on a computer screen, store such content in electronic format on a disk (but not on a server or memory device connected to the Internet) or print a copy of such content for your personal, non-commercial use, but you must keep all information related to intellectual property rights.
Access to the website does not grant the user any right over the content provided by Illusionarium.
Illusionarium provides access to the website, without prejudice to the possibility of it being suspended, limited or interrupted at any time, in particular to allow the recovery, maintenance or introduction of new features or services.
Illusionarium will make every effort to regain access as soon as possible. A Illusionarium envidará os melhores esforços para recuperar o acesso com a maior brevidade possível.
The possible provision by Illusionarium on the website of links to third party websites or content provided by third parties (“Other Websites”) is included for informational purposes only and for user convenience. Illusionarium does not control Other Websites and therefore is not responsible for such Other Websites or their content or products (including, without limitation, reference to social networks) and is not responsible for any damages or losses that may result from the use of Other Websites by the user, as well as the processing of personal data during internet browsing operations. Access to any Other Websites, via a link on the Illusionarium website, is at the sole risk and responsibility of the user.
The user should therefore pay particular attention when connecting to Other Websites through links on the neonia.com website and carefully read their Terms and Conditions, Privacy Policies and Cookies Policy
You acknowledge and affirm that:
Any provision that is null will be removed from these Terms and Conditions, but all other provisions will remain in full force and have all their legal consequences.
These Terms and Conditions shall be governed by Portuguese law and shall be interpreted in accordance with Portuguese law. Any dispute arising from or related to these Terms and Conditions, in the absence of an amicable and negotiated agreement between the parties, shall be settled by the “Tribunais Judiciais do Porto”, with express waiver of any other.
For any question related to the Terms and Conditions or for any question related to the use of the website, you may contact the Customer Service at info@neonia.com.
a) Ticket prices may vary according to age and the following rules apply:
An “adult” is any person aged 18 or over.
A “senior” is any person aged 65 or over.
A “child” is anyone between the ages of 3 and 17 years old.
Any child under 3 years old can enter free of charge.
b) Any child under the age of 12 may only be admitted and remain inside Neonia if always accompanied and supervised by one responsible adult.
c) Pricing may vary throughout the year and at different entry times.
d) Once acquired, whether by purchase or free of charge, tickets are non-refundable (apart from the exceptions provided for in these Terms Conditions), cannot be transferred, and will be considered invalid if their format and/or content is modified in any way. If the ticket is resold or transferred for profit or commercial purposes by anyone other than Illusionarium or one of its authorised agents, the ticket is voidable, and the holder may be prevented from entering the museum.
e) Lost tickets will only be re-issued upon credible proof of effective purchase (e.g., contact, invoicing and/or payment information) through the Neonia physical or online ticket office.
f) From time to time, tickets may be issued in special promotions, directly or indirectly through promoters, agencies and/or other partners. Such tickets will be subject to availability, as well as any Terms and Conditions applicable to that specific promotion.
Illusionarium reserves the right to deny access to, or permanence of, any Customer who appears to be intoxicated, inebriated or under the influence of drugs, as well as any Customer whose behaviour disturbs others, causes any damage to the exhibits, or interferes with the work of Neonia’s Staff, offering no refund or compensation to the Customer.
Smoking, including electronic cigarettes, and the consumption of alcoholic beverages or food products are prohibited throughout the visit.
Customers may not enter with sharp objects, glass bottles, cans, remote-controlled toys or drones, weapons or objects that can be used as such, or any other objects or products that could endanger the safety of people and/or goods.
Illusionarium is not responsible for any damages (personal or equipment) caused by non-compliance by the Customer with these Terms and Conditions and reserves the right to charge visitors for any improper contact they have with Neonia’s exhibits/scenarios/equipment.
Neonia Customers – or their legal representatives – will be held accountable by Illusionarium for any material damage they intentionally cause, while visiting the museum.
Illusionarium is not responsible for any items lost or left inside Neonia; anything found at the museum, and not claimed by any Customer within 30 days, will be destroyed. Also, Illusionarium is not responsible for the loss or theft of personal belongings inside the exhibition or inside the lockers.
Animals are not allowed to stay inside the building except assistance dogs, upon presentation of proof of certification, under the terms of Decree-Law no. 74/2007, of March 27.
A complaint may also be filed in the on-site Complaints Book. The complaint must be filed within 15 (fifteen) days from the date of knowledge of the facts by the Customer, and will be registered in Illusionarium’s information systems, which must decide on the complaint and notify the interested party within 15 (fifteen) business days from the date of receipt.Customers can submit any questions / inquiries to Illusionarium via e-mail to info@neonia.com, complain to Illusionarium about acts or omissions that violate any applicable laws or regulations, and/or revert to Alternative Dispute Resolution entities.
a) The Customer declares that they have the legal capacity to understand and contract the purchase of services provided by Illusionarium, in accordance with these Terms and Conditions.
b) The elements and information transmitted by the Customer will have full legal effect, with the Customer recognising electronic purchases and that the lack of signature cannot be used as grounds for non-fulfilment of undertaken obligations.
c) The Customer can choose the session and the number of tickets to be purchased, subject to availability.
d) The Customer must not make any false or fraudulent purchases. If Illusionarium believes that a purchase of this nature has been made, it may cancel it and inform the competent authorities.
e) When making the purchase, the Customer must provide their e-mail address, phone number and/or other contact details that are necessary for making the purchase, truthfully and accurately. The Customer also consents to the use of the information provided for sending the ticket, for sending information messages concerning the session the ticket refers to, for contact regarding postponements and cancellations, and for billing and payment. If incomplete information is provided by the Customer, the purchase will not be proceeded with.
f) Illusionarium is not responsible for any interferences, interruptions, disconnections, anomalies, failures, delays, inaccuracies, defects or delays in sending the email with the ticket and invoice, resulting from incorrect or inaccurate data provided by the Customer when purchasing the ticket, or any other fact or reason beyond the control or will of Illusionarium.
a) Currently supported online payment modes are Visa, Visa Electron, V-Pay, Mastercard, Maestro, and MB Way.
a.a) If using a credit or debit card, the Customer must insert the card’s number, expiry date, and CVC.
a.b) If the Customer selects the MB Way payment option, they will be asked for the associated mobile phone number and a payment confirmation pop-up will appear on the application on their mobile device. The Customer must authorise the amount indicated in the app to finalise the purchase process.
b) Cash, bank cheques or gift cheques are not accepted as payment methods on the website.
c) The Customer is responsible for checking all purchase details before proceeding to the payment: session date, time, number of people, type of tickets, invoice details, and any other relevant information.
d) As soon as payment is processed and accepted, the invoice and the tickets are sent to the email address defined by the Customer.
e) The impossibility of the Customer to visit Neonia on the date and time mentioned on the ticket or any error in the choice of tickets does not entitle the Customer to ask for a refund (neither total nor partial) or to change the purchased tickets.
a) Neonia has a physical ticket office at the entrance of the museum, where Customers can buy tickets and/or validate their previously acquired tickets to access the exhibition.
b) Customers must respect the waiting lines for the purchase of tickets and for the validation of tickets to access the exhibition. Illusionarium will respect priority for people with disabilities, elderly people, pregnant women and people accompanied by young children or babies.
c) Customers must confirm, while still at the ticket office, that tickets purchased, corresponding invoice and, for payments in cash, any change received, are correct.
d) At their request, tickets and invoice can be printed and/or sent to the Customer’s e-mail address.
a) Due to technical or operational reasons beyond Illusionarium’s control, such as power or water supply failures, which result in the experience being altered, Illusionarium reserves the right to suspend the Neonia experience.
b) In such cases, Illusionarium will make all reasonable efforts to reach out, as soon as possible, to potentially affected Customers and offer the possibility of rescheduling their visit. Should such rescheduling not be possible or desired, Customers will be entitled to a refund of the purchase price they effectively paid and may not claim any compensation other than a full refund.
b.1) Customers who, in the exceptional context of paragraphs a) and b), wish to cancel the tickets purchased, must request the respective refund by sending an e-mail to info@neonia.com, and enclosing a photo or PDF of the Invoice and/or ticket, as well as proof of payment.
b.2) Refunds will be made within a maximum of 14 (fourteen) days after the cancellation. Whenever possible, refunds will be made using the same method as the original payment. Otherwise, the Customer must provide the IBAN of the bank account where they wish to receive the refund, together with a proof of account ownership.
c) Given the content and means used, and considering possible technical, operational and/or human constraints, Illusionarium reserves the right to change the way the Neonia experience is provided. In such case, no visits will be rescheduled, nor will any amount be refunded to the Customer.
d) Illusionarium has total freedom to establish Neonia’s opening hours and to change them without prior notice, to guarantee the quality of the visit.
e) When passing through the Neonia exit gate, Customers acknowledge that they may not reuse their ticket to re-enter the exhibition.
f) Tickets sold by Illusionarium to visit Neonia are intended for a specific date and time. However, the Customer may try to change them once by sending an email to info@neonia.com at least 48 hours before the date/time mentioned on the original ticket. The Customer accepts that the new visit date must fall within 60 days of the originally booked date, and that the change of date/time of the tickets will only take effect after confirmation of availability by Illusionarium via e-mail.
g) In case the requested ticket change is permitted, Illusionarium reserves the right to charge a modification fee of 3€ per ticket (being that each reservation may include one or more tickets). In addition to that fee, the Customer will pay the price difference between ticket(s) for the original and the new requested date time. To calculate that price difference, the Customer may check the price they paid vs. the price displayed on the Neonia web ticket platform for the date time they wish to change to. This information may also be provided to the Customer via email at their request, prior to any modification being completed.
h) In case of no-show on the date and time mentioned on the ticket purchased, Illusionarium reserves the right to neither provide a refund nor change the date for use of the ticket(s) originally acquired.
Illusionarium shall not be liable for any failure to perform or delay in the performance of any of its obligations caused by events beyond Illusionarium’s control (“Force Majeure”). Force Majeure Reasons include any act, event, failure to perform, omission or accident which is beyond the control of Illusionarium, including, but not limited to, the following:
Illusionarium’s obligations will be considered suspended during the period of the Force Majeure Event and Illusionarium will benefit from an extension of the deadline to comply with such obligations, for a period equal to the duration of the Force Majeure Event. Illusionarium shall use all reasonable means to terminate the Force Majeure or to find a solution that allows compliance with its obligations despite the Force Majeure.
a) Customers are advised to read and review the Privacy Policy, which is an integral part of these Terms and Conditions, to understand how Illusionarium collects and uses personal data from Neonia Customers and what its purposes are.
b) The entity responsible for the processing of personal data is Illusionarium Lda.
c) The data protection officer can be contacted directly by letter to Rua de Ceuta nº 118, 4th floor, room nº 27, 4050-190 Porto, or by email to info@neonia.com.
d) Personal data is processed because it is necessary to provide the service, to comply with legal obligations imposed on Illusionarium, or because it has been consented to.
e) Personal data provided by Customers or generated by the use of the service will be processed and stored electronically and are intended to be processed by Illusionarium for Customer management and service provision, communication of products and services, and sales, network and systems management, accounting, tax and administrative management, information security and physical security control, and compliance with legal obligations.
f) The processing of identification and use data by Illusionarium for the purpose of communication of products and services shall be carried out in accordance with the option of consent expressed by the Customer.
g) Consent must be prior, free, informed, specific and unambiguous, expressed in a written or oral declaration or by validating an option. The Customer may object to the processing of data for the purpose of communicating products and services at any time through the Website or the email address info@neonia.com
h) Personal data is kept for different periods of time, depending on the purpose for which it is intended, and considering legal criteria, necessity, and minimisation of storage time.
i) Illusionarium may use subcontractors for the purposes of processing personal data, with these entities being obliged to develop the appropriate technical and organisational measures to protect the data and ensure the defence of the holder’s rights.
j) Customers are guaranteed the right to access, rectification, opposition, erasure, limitation and portability of their personal data. The exercise of these rights may be requested by written request sent to Rua de Ceuta nº 118, 4th floor, room nº 27, 4050-190 Porto or to the e-mail address info@neonia.com
k) Customers can obtain complete and up-to-date information on the policy of privacy and treatment of personal data, available at neonia.com
m) The above applies even if you have booked your ticket through a third party.
n) To ensure Neonia visitors’ safety, Illusionarium has CCTV in operation. The Customer declares, for all due purposes, to authorize, by free, specific and informed will, the capture, processing and respective dissemination of their image and the personal data inherently associated to it, for their protection and that of others, during the period strictly necessary for the pursuit of such purposes.
Portuguese Law shall apply to all matters not governed by these Terms Conditions. In case of dispute regarding their interpretation or application, the competent court is the District Court of Porto, with express waiver of any other. Although it has been translated into English, the original document, in Portuguese language, is the one that prevails.
In the event of a dispute, the Consumer can resort to Alternative Dispute Resolution (ADR):
Porto Consumer Conflict Arbitration Centre
Tel: +351 22 550 83 49
Email: cicap@cicap.pt