Terms & Conditions — Linen Direct

These Terms & Conditions ("Terms") govern access to and use of the Linen Direct self-service website, application and service, provided by Linen Agency ("Linen", "we"). By using the service, the user confirms that they have read, understood and accept these Terms and the Privacy, Protection & Security Policy.

1. Definitions

• Linen Direct — the self-service through which the user books a partner's services directly and authorises Linen to create and keep a preferences profile to personalise future experiences. It is a standalone product that shares no data with any other Linen product.
• User — the natural person using the service, in their own name.
• Partner — the establishment (hotel, restaurant, spa and similar) whose services are booked through Linen Direct.
• Profile — the set of the user's preferences and requirements, created and kept with their consent.

2. Subject matter and description of the service

Linen Direct lets the user send requests and bookings directly to a partner and, with consent, create a preferences profile that makes future experiences more personalised. Linen may be presented under the partner's brand (white-label). Delivery of the booked service (stay, meal, treatment, etc.) is the partner's responsibility.

3. Eligibility and account

Use of the service is reserved to persons aged 18 or over with the capacity to contract. Minors may use the service only through a holder of parental responsibility. The user undertakes to provide true, current and complete information and to keep their credentials confidential.

4. Permitted use

The service may be used only for lawful purposes. It is prohibited to submit unlawful, offensive or fraudulent content, or personal data the user is not entitled to provide.

5. Data about other people

If the user includes third-party personal data (for example, companions on a booking), they confirm that they have informed those persons and are entitled to provide the data, limited to what is strictly necessary for the booking.

6. Data-protection roles

In Linen Direct, Linen is the controller of the profile and service data, on the basis of the user's consent and performance of the requested service. When the user makes a booking, the necessary data is shared with the chosen partner, who then processes it as an independent controller to deliver the booked service and meet its own legal obligations. The partner's own terms and privacy policy apply to that processing. Details in the Privacy, Protection & Security Policy.

7. Intellectual property and availability

Unless stated otherwise, the content, trademarks, interface and software associated with the service are protected by intellectual-property rights. The service may be changed, updated, suspended or interrupted for technical, security, legal or operational reasons, without prejudice to applicable mandatory obligations.

8. Limitation and exclusion of liability

To the maximum extent permitted by law, the service is provided "as is" and "as available"; Linen does not warrant uninterrupted availability or the complete absence of errors, although it adopts reasonable security and continuity measures. Linen is not liable for indirect damage, loss of profit or loss of opportunity, nor for delivery of the booked service, which is the partner's responsibility.

Liability cap. Where the user has paid amounts to Linen for the service, Linen's aggregate liability is limited to those amounts in the twelve months preceding the event; in any case, to the maximum extent permitted by law and without prejudice to mandatory consumer rights and data-protection liability.

Force majeure. Linen is not liable for failure resulting from events beyond its reasonable control, including provider failures, third-party cyber-attacks or other force-majeure situations.

Security incidents and cyber-attacks. No system is invulnerable. Linen implements the measures described in the Privacy, Protection & Security Policy but does not warrant that the platform is immune to attack. To the maximum extent permitted by law, Linen is not liable for damage resulting from cyber-attacks, unauthorised third-party access or malware that occur despite appropriate measures and are not attributable to Linen's wilful misconduct or gross negligence.

AI-assisted features. The service uses artificial intelligence to structure and personalise information. Outputs may contain inaccuracies ("hallucinations") and are decision-support. Any information relevant to health or safety (in particular allergies) must be confirmed by the user and the partner before use. To the maximum extent permitted by law, Linen does not warrant the accuracy of AI outputs, nor is it liable for decisions taken in reliance on them.

Mandatory limits. Nothing in these Terms excludes or limits liability that cannot be lawfully excluded, in particular for wilful misconduct or gross negligence, for damage to life, physical integrity or health, for mandatory consumer rights, or the mandatory liability in data-protection matters.

9. Consumers and right of withdrawal

In distance contracts, the consumer generally has a 14-day right of withdrawal (Decree-Law 24/2014). This right does not apply to accommodation, catering, leisure or similar services provided on a specific date or period, as legally provided. Mandatory consumer rights prevail over any provision to the contrary.

10. Governing law and jurisdiction

These Terms are governed by Portuguese law, without prejudice to mandatory consumer and data-protection rules. The competent court is that of the consumer's domicile, as provided by law.

11. Changes

These Terms may be updated. The new version will be communicated by appropriate means and identified with its effective date. Continued use constitutes acceptance.

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Contact. Questions on these Terms: support@linen.agency.com. Questions on personal data: the privacy contact in the Privacy, Protection & Security Policy.