Terms of Service

1.About us

Portable Afternoon and PA Concierge are operated by:

“You” means the person applying for or holding a membership, or placing a request. You can contact us at any time by email or through the chat in the members’ app.

2.Our service

We are a private concierge. At your request we research, recommend, reserve and arrange things such as restaurant tables, transport, experiences and gifts, and we handle communication with the businesses involved on your behalf. We do not book flights.

Hotel stays. We do not sell or book accommodation ourselves. You can request a stay through us, and it is arranged through our licensed travel partner. Rates, payment and booking terms are provided by the partner, and your booking for the stay is with the partner and the hotel.

We act as your agent in making the other arrangements. The restaurant or other supplier provides the actual service, under its own terms (see section 7). We will always do our best, but we cannot guarantee availability, and a request is only confirmed once we tell you so in writing.

We may decline any request that is unlawful, unsafe, unethical, or that we reasonably cannot fulfil. Features in our app that use AI assistance offer suggestions only; our team confirms all bookings.

3.Membership

• Membership is by application and at our discretion. You must be at least 18 and provide accurate information.
• Once approved, you receive a personal membership code to create your account in the members’ app. Your membership is personal and may not be shared or transferred.
• Your contract with us is formed when we confirm your membership in writing and your first payment is received.
• Pay per request is open to everyone and does not require a membership or membership fee; each request is quoted and agreed with you before we act on it.
• Fair use. Membership includes unlimited requests for your personal and household use, subject to fair use. Fair use means requests made in good faith for yourself, your family and guests travelling with you, not for commercial resale or on behalf of third parties as a business. If your use is consistently far beyond what is typical, we will talk to you first and may suggest a tailored arrangement or pay per request. We will never restrict your requests without contacting you first.

4.Prices & payment

• Prices exclude VAT, which is added at the applicable rate (currently 23% in mainland Portugal). The total amount including VAT is always shown to you before you pay.
• Payments are processed securely by our payment provider, Stripe. When you start a membership, you authorise us to charge your chosen payment method at the start of each billing period until you cancel. We never see or store your full card details.
• Membership fees cover our concierge work. The cost of anything we arrange for you — meals, tickets, hotel stays, transport, gifts and so on — is separate. You pay the supplier directly, or reimburse us where we have paid on your behalf with your approval.
• Some suppliers require deposits, pre-payment or card guarantees, and may charge cancellation or no-show fees under their own policies. We will tell you about these before confirming.
• We may change our membership prices for future periods. We will give you at least 30 days’ notice, and a change will never affect a period you have already paid for.

5.Duration & cancellation

Monthly membership

Renews automatically each month and is charged to your payment method on the same date each month, until you cancel. You may cancel at any time by email or in the app, before your next billing date; your membership then ends at the close of the month you have already paid for, and you will not be charged again. Partial months are not refunded.

Annual membership

Runs for 12 months from its start date. After the 14-day withdrawal period described in section 6, the annual fee is not refundable if you cancel early, and your membership continues until the end of the 12 months.

Renewal

Memberships renew automatically at the end of each billing period and are charged through Stripe, so your service continues without interruption. For annual memberships, we will email you at least 30 days before the renewal date with the amount that will be charged. You can switch off renewal at any time before the renewal date by email or in the app, and you will not be charged again.

6.Right of withdrawal (consumers)

If you are a consumer, you have the right to withdraw from your membership contract within 14 days of the day it is concluded, without giving any reason, in accordance with Decree-Law no. 24/2014.

To withdraw, tell us clearly before the period ends — for example by email to connect@pa-concierge.com. You may use the model form at the end of these terms, but you don’t have to. We will refund all payments received from you within 14 days of your notice, using the same payment method.

If you ask us to begin providing the service during the withdrawal period, and then withdraw, you will pay an amount proportionate to the service provided up to that point. If the service has been fully provided at your express request, and you acknowledged that you would then lose the right of withdrawal, the right no longer applies. Amounts paid to third-party suppliers on your behalf are governed by their own terms.

7.Third-party services

The businesses we arrange services with, including our licensed travel partner for hotel stays, are independent of us. Their terms, cancellation policies and quality standards apply to the services they provide. We choose partners with care and will help you if something goes wrong, but we are not responsible for their acts or omissions, except where we were at fault in arranging the service.

8.Your responsibilities

• Give us accurate, complete information — especially dates, guest numbers, names and any dietary or accessibility needs.
• Check confirmations we send you and tell us promptly if anything is wrong.
• Keep your login details private. You are responsible for requests made through your account.
• Honour bookings made at your request, or let us know in good time if your plans change.
• Treat our team and our partners with courtesy, and use the service lawfully.

9.Our liability

We perform our services with reasonable skill and care. If we fail to do so, we are responsible for foreseeable loss you suffer as a direct result.

Except as set out below, our total liability to you in connection with your membership is limited to the membership fees you have paid us in the 12 months before the event giving rise to the claim. We are not liable for losses caused by third-party suppliers (section 7), by events beyond our reasonable control, or by incorrect information you gave us.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, wilful misconduct or gross negligence, or any other liability that cannot be limited under Portuguese law, nor your statutory rights as a consumer.

10.Suspension & ending

We may suspend or end your membership if you seriously or repeatedly breach these terms, fail to pay amounts due, or behave abusively towards our team or partners. Where reasonable we will warn you first and give you the chance to put things right. If we end your membership without fault on your part, we will refund any prepaid fees for the unused period.

11.Complaints & disputes

If something isn’t right, please tell us first at connect@pa-concierge.com. We aim to respond within 5 working days.

You may also submit a complaint through the Portuguese electronic complaints book, the Livro de Reclamações Eletrónico.

In the event of a consumer dispute, you may turn to an alternative dispute resolution entity. The competent entity is the CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo. A full list of approved entities is available on the Portuguese Consumer Portal.

12.General

• Privacy: how we handle your personal data is explained in our Privacy Policy.
• Changes: we may update these terms. We will give members at least 30 days’ notice of material changes; changes do not affect periods already paid for.
• Law: these terms are governed by Portuguese law. If you are a consumer living in another EU country, you also keep the protection of the mandatory laws of that country, and may bring proceedings in its courts.
• Language: these terms are available in English and Portuguese. The Portuguese version prevails in case of any inconsistency for consumers in Portugal.
• If any part of these terms is found invalid, the rest remains in force.

13.Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.