1. Scope
These Terms and Conditions govern:
• the internal operating rules of the Neonia museum;
• the purchase of tickets, either in person or by electronic means, for access to the venue;
• the purchase of any other products or services available at the physical and online shops;
• the use of the website neonia.com
These Terms and Conditions are the responsibility of Illusionarium, Lda, a company with registered office at Rua de Ceuta, no. 118, 4th floor, Room 27, 4050-190 Porto (“Illusionarium”), registered at the Commercial Registry under the sole registration and corporate identification number 516 628 925.
Visiting the Neonia museum, owned by Illusionarium, Lda, and purchasing tickets or any other products available at the physical and online shops presupposes that you have read, understood and accepted these Terms and Conditions.
By clicking the button “I confirm that I have read and accept the Terms and Conditions”, the Website user consents to these terms and conditions regarding website use, the operating rules of the Neonia venue, and the purchase of tickets or other products/services both online and at the physical ticket office. If the user rejects these Terms and Conditions, they must stop using the website and/or not visit the museum.
Illusionarium may amend or update, in whole or in part, these Terms and Conditions as well as the Privacy Policy and the Cookies Policy. Any changes or updates shall take effect as soon as they are published in the relevant section of the website. Users are advised to check the Terms and Conditions, Privacy Policy and Cookies Policy sections regularly to review the most up-to-date versions.
2. Neonia Internal Rules
a) The Neonia visitor (“Customer”) may choose an entry session from those shown as available at the ticket office.
b) Tickets may be obtained via the online ticket office, authorised partners, or at the physical ticket office at the venue entrance.
c) Each ticket is valid for a single entry and includes access to the rooms open to the public on each of the two floors.
d) Resale of the ticket or its use for any commercial or promotional purposes is prohibited.
e) The Customer must bring their ticket in paper and/or electronic format and validate it at Neonia’s physical ticket office.
f) Illusionarium reserves the right to request photo ID with date of birth from any Customer who has purchased a reduced-price ticket (under 18s / aged 65 or over). If eligibility for the purchased ticket cannot be confirmed, Illusionarium reserves the right to refuse access to Neonia, with no refund of the amount paid.
g) The ticket is personal and non-transferable proof of purchase; any misuse is the sole responsibility of the Customer.
h) Sharing or forwarding electronic tickets to any other phone number or email address (other than the one provided by the Customer at the time of payment) is the Customer’s sole responsibility and may prevent access to Neonia. Illusionarium is not liable for any inconvenience caused by ticket duplication and duplicated tickets will be denied entry.
i) If the Customer is not present at reception / the physical ticket office on the date and time of the session stated on the purchased ticket, Illusionarium reserves the right to cancel the purchase, with no refund. To ensure smooth entry/exit flow, we recommend arriving at reception 5–10 minutes before the scheduled time.
j) Children under 12 may not complete the exhibition route without being accompanied by an adult who is legally responsible for them.
k) Sessions should take place at the scheduled time. However, exceptional circumstances may justify a change of time or cancellation of an entry session. In such cases, the ticket will be exchanged for a session with availability or a refund will be issued.
l) After entering and while remaining in Neonia, the Customer must keep their ticket with them; it may be requested at any time by any Neonia staff member.
m) The museum includes interactive/immersive experiences that involve certain light/sound intensity and may startle more sensitive visitors, especially children. The visit is not recommended for people with pacemakers, epilepsy, claustrophobia and/or light sensitivity. It may also be unsuitable for pregnant persons and for people with cardiovascular, neurological and/or musculoskeletal conditions. It is therefore each Customer’s decision whether to participate, and whether children in their care should participate. This list is not exhaustive and does not exclude other medical conditions. In the cases mentioned, Illusionarium advises consulting your doctor before starting the experience and cannot be held liable for any medical episodes that may result. Illusionarium further warns that Customers should inform themselves in advance of any risks the experience may pose to their health; Illusionarium accepts no responsibility for any subsequent medical consequences.
n) The venue is arranged over two floors and, during the experience, it may be necessary to walk on uneven surfaces, go up and down stairs, slide down a slide (optional, as there is a staircase behind it), and pass through narrow spaces. Comfortable clothing and footwear are recommended. For the same reason, visitors with reduced mobility using wheelchairs, crutches or walkers, or who have any other mobility difficulties, are advised to contact Neonia before visiting so that staff can guide and, if necessary, accompany them to ensure the best possible experience.
o) The route may include descending a slide and a fully mirrored room that, by reflecting the floor, may cause discomfort to those wearing skirts, dresses or loose shorts. We therefore recommend wearing trousers or fitted shorts.
p) Given the above, Customers are advised not to bring excessive items into the building that could reduce enjoyment and interactivity. Alternatively, Customers may leave such items in free lockers provided for this purpose. Access to lockers depends on availability and operability at the time, is granted by ticket-office staff, and is limited to small-volume items—suitcases and items that do not fit inside the lockers are not allowed. Locker sizes are 47.5 × 34.8 × 28.5 cm or 47.5 × 34.8 × 38.5 cm. Illusionarium accepts no responsibility for items stored and/or left by the Customer inside or outside Neonia’s lockers.
q) For safety reasons, visitors may be asked to submit to a personal search or a search of their belongings on site by the competent authority. Anyone who refuses, or is found to be in possession of materials deemed dangerous or unsuitable by on-site security, may be refused entry and required to leave the venue.
r) Exploring Neonia barefoot is strictly forbidden. For your safety, wear closed footwear throughout your visit.
s) The slide may only be used to go down (never up), in a seated position, head and torso facing upwards, by people aged 3 or over.
3. Code of Conduct
a) Illusionarium reserves the right to refuse access to or continued presence in the Neonia museum to any Customer who appears intoxicated or under the influence of drugs, or whose behaviour disturbs others, damages the exhibition, or interferes with the proper operation of the service, without refund or compensation.
b) Smoking, including electronic cigarettes, and consuming alcoholic beverages or food is prohibited throughout the Neonia route.
c) Customers may not enter with sharp objects, glass bottles, cans, remote-controlled toys or drones, weapons or objects that could be used as such, or other items or products that may compromise the safety of people or property.
d) Illusionarium is not liable for any damage (personal or to equipment) caused by the Customer’s failure to comply with these Terms and Conditions and reserves the right to charge visitors for any material damage they cause through improper contact with exhibits, materials and equipment.
e) Damage intentionally caused by the Customer is their sole responsibility and the associated repair costs will be charged to them or their legal representative.
f) Illusionarium is not responsible for items lost or left within the Neonia premises. If unclaimed by any Customer within 30 days, found items will be destroyed. Illusionarium is also not responsible for the loss or theft of personal belongings inside the exhibition or inside the lockers.
g) Animals are not allowed in the building, except assistance dogs, upon presentation of the relevant certification under Decree-Law no. 74/2007 of 27 March.
h) The Customer may submit any query to Illusionarium via info@neonia.com, and may also lodge a complaint with Illusionarium regarding acts or omissions that breach applicable legal provisions, without prejudice to recourse to dispute-resolution bodies. A complaint may also be made in the Complaints Book. Complaints must be submitted within 15 (fifteen) days from the date the Customer became aware of the facts, will be recorded in Illusionarium’s information systems, and a decision notified within 15 (fifteen) days of receipt.
4. Price List
a) Ticket and Neonia voucher prices vary by age, under the following rules:
• An “adult” is anyone aged 18 or over.
• A “senior” is anyone aged 65 or over.
• A “child” is anyone aged 3 to 17.
• Any child under 3 may enter free of charge.
b) Any child under 12 may only be admitted and remain inside Neonia if accompanied and fully supervised by an adult responsible for them.
c) Ticket and voucher prices may vary throughout the year and by entry time.
d) Once issued—whether purchased or complimentary—Neonia tickets and vouchers are non-refundable (except as provided in these Terms and Conditions), non-transferable and will be deemed invalid if altered. If a ticket or voucher is resold or transferred for profit or commercial purposes by any entity other than Illusionarium or one of its authorised agents, it may be cancelled and the bearer refused entry.
e) Lost tickets or vouchers will only be reissued upon credible proof (via contact, billing and/or payment data) of purchase through Neonia’s ticket office (physical or online).
f) From time to time, Neonia tickets or vouchers may be issued as part of special promotions, directly or indirectly, by promoters, agencies and/or other partners. Such tickets/vouchers are subject to availability and to any terms and conditions applicable specifically to that promotion.
5. Purchase and Use of Neonia Vouchers
Neonia vouchers may be purchased by email, WhatsApp, phone, at the physical ticket office, or online.
Each voucher may be exchanged for a ticket of the corresponding type (adult, senior, child or other indicated on the voucher).
Unless otherwise stated, vouchers are valid to be exchanged for tickets with an entry date within 15 days or 6 months of the voucher’s issue date, as announced at the time of purchase.
There are two types of vouchers:
i) Voucher with QR code + alphanumeric reference (“web voucher”): if it corresponds to a ticket type available for purchase, it can be used autonomously as a payment method in the online ticket office. To do so, simply enter the full alphanumeric reference in the “I have a code” field at the final payment step.
ii) Voucher with alphanumeric reference only (“ref voucher”): cannot be used in the online ticket office. It must be exchanged for a ticket at the physical ticket office or by sending a readable PDF or photo of the voucher, by email or WhatsApp, to the contacts shown on the voucher / website footer, together with the desired date and time of visit.
At the time of exchange, a ticket valid for entry to the museum will be issued, subject to the general terms of use.
Vouchers are non-refundable and cannot be exchanged for cash.
Reasons a voucher may not be accepted:
a) Expired validity period;
b) Attempt to use it for a ticket type different from that indicated on the voucher.
6. Purchase of Tickets / Vouchers on the Website
The User declares they have legal capacity to understand and contract for the services provided by Illusionarium in accordance with these Terms and Conditions.
Information and data provided by the User shall have full legal effect; the User acknowledges electronic purchases and cannot allege lack of signature to avoid obligations undertaken.
The User may choose the session and number of tickets / vouchers to purchase, subject to availability.
The User must not make any false or fraudulent purchase. If Illusionarium can reasonably consider that such a purchase has been made, it may cancel it and inform the competent authorities.
At the time of purchase, the User must provide their email address, mobile phone number and/or other contact details essential for completing the purchase, accurately and truthfully. The User also consents to the use of the information provided for sending the ticket/voucher, sending informational messages relating to the session, contacting for postponements and cancellations, and for invoicing and payment. If all necessary information is not provided, the purchase will not proceed.
Illusionarium accepts no responsibility for any interference, interruption, disconnection, anomaly, failure, delay, inaccuracy or defect in sending the invoice and ticket/voucher by email arising from the Customer providing inaccurate or incorrect data when purchasing the ticket, or from any other fact or reason beyond Illusionarium’s control or will.
7. Payment and Invoicing for Ticket / Voucher Purchases on the Website
a) The payment methods currently accepted for online purchase of tickets / vouchers are: Visa, Visa Electron, V-Pay, Mastercard, Maestro and MB Way.
a.1) If using a debit or credit card, the User must enter the card number, expiry date and CVC.
a.2) If the User selects MB Way, they will be asked for the associated phone number and will receive a notification in the app on their mobile device to validate the transaction. The User must authorise the payment to complete the purchase.
b) Cash, bank cheques or gift cheques are not accepted as payment methods on the website.
c) Before paying for tickets, the User is responsible for checking the chosen session date and time, the number and type of tickets, invoice details and other relevant information.
d) After payment is processed, the invoice and vouchers / tickets will be sent to the email address specified by the User.
e) Failure by the User to attend on the selected date and time, or errors in the selection of tickets / vouchers, do not entitle the User to any change or refund (in whole or in part).
8. Purchase of Tickets / Vouchers at the Physical Ticket Office
a) Neonia has a physical point of sale at the museum entrance where Customers can purchase and/or exchange vouchers, as well as purchase tickets and/or validate tickets previously purchased to access the exhibition.
b) Customers must respect the queues for purchasing and validating tickets/vouchers. Illusionarium will respect priority for people with disabilities or impairments, elderly persons, pregnant persons and those accompanied by infants.
c) While at the ticket office, Customers must check that the tickets/vouchers purchased and the invoice match what was requested, and check any change given.
d) Invoices will be delivered on paper and/or sent to the Customer’s email upon request.
9. Changes, Cancellations and Refunds
a) When, for technical or operational reasons beyond Illusionarium’s control (e.g., power or water failures), there is a change that negatively impacts the experience, Illusionarium reserves the right to suspend visits to Neonia.
b) In such situations, Illusionarium will make all reasonable efforts to contact affected Customers as soon as possible and reschedule the visit. If rescheduling is not possible or desired, the Customer will be entitled to a refund of the amount paid for the tickets; no other compensation may be claimed.
b.1) A User who, in the exceptional context of (a) and (b), wishes to cancel tickets must request a refund by email to info@neonia.com, attaching a photo or PDF of the invoice and/or ticket, together with proof of payment.
b.2) Refunds will be made within a maximum of 14 (fourteen) days after cancellation. Whenever possible, the refund will be issued via the same payment method. If not possible, the Customer must provide proof of the IBAN of the bank account to which the refund should be made.
c) In view of the content and means used in the Neonia museum, and considering possible technical, operational and/or human constraints, Illusionarium reserves the right to change how the experience unfolds. In such cases, there is no rescheduling and no refund is due.
d) Illusionarium is free to set Neonia’s opening hours and to change them, without prior notice, to guarantee the quality of the visit.
e) Interrupting the experience by leaving the venue and later re-entering is not permitted. Each ticket can only be validated once.
f) Tickets sold by Illusionarium are for a specific date/time pair and cannot be returned or refunded. However, the Customer may request a one-time exchange by emailing info@neonia.com at least 48 hours before the date and time shown on the tickets purchased. The Customer accepts in advance that the new date will be within 60 days of the original date, and that the change of date/time will only take effect after availability is confirmed by Illusionarium/Neonia via email. Any change is subject to availability in the new desired entry session.
g) In the event of a ticket change, Illusionarium reserves the right to charge an administrative change fee of up to €3 per ticket (each booking may include one or more tickets). In addition, the Customer will pay the difference between the price of the original ticket(s) and the price of the ticket(s) for the new desired date and time at the moment of exchange. To calculate this difference, the Customer may consult the price list shown in the online ticket office via neonia.com by simulating a purchase for the new session, or requesting this information by email.
h) In case of no-show at the date and time stated on the purchased ticket, Illusionarium reserves the right not to provide any refund or change the date of use.
10. Website Use Licence
Without prejudice to the remaining clauses, Illusionarium authorises any user to use neonia.com solely for the purposes set out in these Terms and Conditions. The licence may be revoked by Illusionarium at any time.
Under the law and these Terms and Conditions, the user may not copy, use, transfer, rent, sublicense, alter, adapt, attempt to modify or alter the source code, reverse engineer, decompile or disassemble, in whole or in part, the website’s content. By accessing the website, the user acknowledges and accepts that its content may be incomplete, inaccurate, out of date, or may not meet their needs and requirements.
Breach of these Terms and Conditions may result in withdrawal of the licence and the exercise of rights to the fullest extent permitted by law in the event of any damage or third-party claims.
11. Website Content
a) The website and all information and content published on it may be changed by Illusionarium at any time, periodically and/or without prior notice.
b) Access to and use of the website, including viewing its pages, are activities carried out by users.
c) Users are solely responsible for their use of the website and its contents, and for assessing the information obtained. In particular, users are solely responsible for communicating incorrect or false information or third-party data without consent, as well as for any misuse.
d) Website content may contain inaccuracies or typos. Illusionarium is not and cannot be held liable, in any way, for inaccuracies and errors or for damages (if any) caused by or resulting from users’ use of information derived from the website.
e) As any content downloaded or otherwise obtained results from the user’s free decision and is carried out at their own risk, any damage (if any) to computers or data loss resulting from downloads is the exclusive responsibility of the user and cannot be imputed to Illusionarium.
f) Illusionarium accepts no responsibility for damage (if any) resulting from the impossibility of accessing services provided through the website or for damage (if any) caused by viruses, corrupted files, errors, omissions, service interruptions, content deletion, Internet-related issues, service providers or telephone and/or telematic connections, unauthorised access, data changes, or due to the non-existence and/or poor functioning of the user’s electronic devices.
g) The user is entirely and solely responsible for any actions carried out through their user account, directly or via third parties authorised by them. Illusionarium has adopted appropriate technical and organisational measures to safeguard the security of services provided through the website, to ensure the integrity of electronic traffic data, and to avoid risks of dissemination, destruction or loss of users’ confidential or non-confidential data and information on the website, or related to unauthorised or unlawful access to such personal data and information.
h) Illusionarium does not and cannot guarantee that the website is free from viruses or any other element that may adversely affect technology.
12. Intellectual Property Rights
All rights reserved. The website and all its contents—including, without limitation, articles, opinions, other texts, lists, user manuals, photographs, drawings, images, video or audio clips or marketing copy, as well as trademarks, logos, domain names, and any other elements that may be covered by proprietary rights (including source code) and/or other intellectual property rights (the “Material”)—are owned by Illusionarium or third parties and are protected against unauthorised use, copying or disclosure by national laws and international treaties on Intellectual Property Rights.
Nothing in these Terms and Conditions and/or in the website content shall be interpreted as implicitly granting, accepting or otherwise licensing the right to use any Material in any way without the prior written consent of Illusionarium or the third-party owner of the Material or 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 a similar nature, is prohibited.
However, the user may view and display the website content and/or the Material on a computer screen, store such content in electronic format on disk (but not on a server or Internet-connected storage device), or print a copy for personal, non-commercial use, provided all intellectual property notices are retained.
Access to the website does not grant the user any rights over the content made available by Illusionarium.
13. Website Access: Interruption and Suspension
Illusionarium provides access to the website, without prejudice to the possibility that it may be suspended, limited or interrupted at any time, namely to allow recovery, maintenance or the introduction of new features or services.
Illusionarium will make best efforts to restore access as soon as possible.
14. Links to Other Websites
Any links on the website to third-party websites or content (“Other Websites”) are provided solely for information and user convenience.
Illusionarium does not control Other Websites and is therefore not responsible for them or their content or products (including, without limitation, references to social networks) and is not responsible for any damage or loss that may result from the user’s use of Other Websites, nor for the processing of personal data during internet browsing.
Access to any Other Website via a link on Illusionarium’s website is at the user’s sole responsibility and risk. Users should pay particular attention when connecting to Other Websites via links on Illusionarium’s website and carefully read their Terms and Conditions, Privacy Policies and Cookies Policies.
15. User Warranties
The user acknowledges and declares that:
a) they have read and understood these Terms and Conditions;
b) they will refrain from reproducing, duplicating, copying, selling, reselling or otherwise commercially exploiting the website or its content, in whole or in part, and from using or reproducing Illusionarium’s or third parties’ trademarks or any intellectual or industrial property rights;
c) they will not publish or use false, injurious or defamatory information;
d) they will refrain from using, directly or indirectly, the services or the website for unlawful purposes or contrary to these Terms and Conditions;
e) they will not spread viruses, spyware, adware, rootkits, backdoors or Trojan viruses or similar threats;
f) they will not use software or other automatic or manual mechanisms to copy or gain control of the website and/or its content.
16. Miscellaneous
If any provision of these Terms and Conditions is found to be invalid, it shall be deemed removed and the remaining provisions shall continue in full force and effect.
These Terms and Conditions are governed by Portuguese law and interpreted in accordance with Portuguese law. Any dispute arising from or related to these Terms and Conditions, failing an amicable negotiated agreement, shall be settled by the Judicial Courts of Porto, with express waiver of any other jurisdiction.
For any matter related to the Terms and Conditions or website use, users may contact Customer Support at info@neonia.com
17. Force Majeure
Illusionarium shall not be liable for any failure or delay in performing any of its obligations caused by events beyond its direct control, specifically events triggered by “Force Majeure”. Force Majeure includes any act, event, omission or accident beyond Illusionarium’s control, including, without limitation:
i) General strikes or other forms of protest that significantly affect the country;
ii) Public order disturbances, riots, invasions, terrorist attacks or threats, war (declared or undeclared) or threats or preparations for war;
iii) Fires, explosions, storms, floods, earthquakes, landslides, epidemics, pandemics or any other natural disaster;
iv) Impossibility of using trains, ships, aircraft, motor transport or other means of public or private transport;
v) Impossibility of using public or private telecommunications systems.
Illusionarium’s obligations shall be deemed suspended for the period during which the Force Majeure persists, and Illusionarium shall benefit from an extension to perform such obligations equal to the duration of the Force Majeure. Illusionarium will use all reasonable means to end the Force Majeure or to find a solution that allows performance of its obligations despite it.
18. Processing of Personal Data
a) Users are advised to read and review the Privacy Policy, which forms an integral part of these Terms and Conditions, to understand how Illusionarium collects and uses personal data and for what purposes.
b) The entity responsible for processing personal data is Illusionarium Lda.
c) The Data Protection Officer may 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 for service provision, for compliance with legal obligations imposed on Illusionarium, or because consent has been given.
e) Personal data provided by Users and Customers or generated through use of the service will be processed and stored electronically, and processed by Illusionarium for customer and service management, 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) Processing of identification and usage data by Illusionarium for the communication of products and services will be carried out according to the consent option expressed by the customer.
g) Consent must be prior, freely given, informed, specific and unambiguous, expressed in a written or oral statement or by validating an option. The Customer may object to processing for communication of products and services at any time via the Website or by emailing info@neonia.com.
h) Personal data is retained for different periods depending on its purpose and in accordance with legal criteria, necessity and data-minimisation.
i) Illusionarium may use subcontracted entities for personal-data processing; such entities are obliged to implement appropriate technical and organisational measures to protect data and ensure the defence of data-subject rights.
j) Users and Customers are guaranteed the rights of access, rectification, objection, erasure, restriction and portability of their personal data. Rights may be exercised by written request to Rua de Ceuta no. 118, 4th floor, room no. 27, 4050-190 Porto, or by email to info@neonia.com.
k) The customer may obtain complete and up-to-date information on the privacy policy and personal-data processing here.
m) The above applies even if the ticket has been reserved through a third party.
n) For Customer safety, CCTV is in operation. The Customer declares that, for all due purposes, they freely, specifically and knowingly authorise the capture, processing and corresponding dissemination of their own image and inherently associated personal data, for their protection and that of others, solely for these purposes and for the period strictly necessary to pursue them.
19. Governing Law and Jurisdiction
All matters not regulated by these conditions are subject to Portuguese Law. In case of dispute regarding the interpretation or application of these conditions, jurisdiction lies with the Courts of the District of Porto, with express waiver of any other. Although translated into English, the Portuguese-language document prevails.
20. Alternative Dispute Resolution
In case of dispute, the consumer may resort to Alternative Dispute Resolution (ADR).
Porto Consumer Information and Arbitration Centre (CICAP):
• Rua de Damião de Góis 31 loja 6, 4050-225 Porto
• Telephone: +351 22 550 83 49
• Email: cicap@cicap.pt