INOVA Francesinha — Mobile Application
Terms & Conditions
Ler este documento em português
These Terms and Conditions of Use govern access to and use of the “Inova” mobile application (INOVA Francesinha) and the services provided through it. Use of the application entails full acceptance of these Terms.
Controller: Inevitável e Primordial, Lda. · Version 1.0 · 14 July 2026
1. Identification
The application is provided by Inevitável e Primordial, Lda., corporate taxpayer no. 513 490 426, with registered office at Av. do Brasil, 54, 4480-659 Vila do Conde, Portugal, contactable at inevitaveleprimordial.lda@outlook.com (the “INOVA”).
2. Purpose
The application allows users to create and manage an account, place orders for restaurant products for collection (takeaway) or delivery, make table reservations, make payments and take part in a loyalty programme. The specific features of the products and services, prices and availability are those shown in the application at any given time.
3. Acceptance of the Terms
By creating an account or using the application, the user declares that they have read, understood and accepted these Terms and the Privacy Policy. Users who do not agree must refrain from using the application. Acceptance is recorded with the document version and the relevant date and time.
4. User account
Creating an account requires the provision of true, current and complete data. Users are responsible for the confidentiality of their credentials and for all activity carried out through their account, and must immediately notify INOVA of any unauthorised use. The account is personal and non-transferable.
Users may delete their account at any time using the in-app feature. INOVA may suspend or close accounts in the event of breach of these Terms, fraudulent use or legal requirement, without prejudice to rights already established.
5. Orders
The display of products in the application constitutes an invitation to treat. The order placed by the user constitutes an offer to purchase, and the contract is deemed concluded upon confirmation of the order by INOVA. INOVA may refuse or cancel orders due to product unavailability, manifest pricing error or impossibility of performance, in which case any amount paid is refunded.
Before the order is completed, INOVA provides the pre-contractual information required by Decree-Law no. 24/2014 of 14 February and Decree-Law no. 7/2004 of 7 January, including the essential characteristics of the products, the total price, delivery charges and payment methods.
6. Prices and payments
Prices are shown in euros and include VAT at the applicable statutory rate. Delivery charges, indicated before confirmation, may be added to the order value. Payment is processed through Stripe, by card or MB WAY; payment data is entered directly into Stripe and is not stored by INOVA, which retains only the transaction identifier. INOVA issues invoices as required by law.
7. Delivery and collection
At the time of ordering, the user selects collection at the establishment or delivery to the address provided. Delivery times and areas are those shown in the application. The risk of loss or deterioration of the products passes to the user upon delivery or collection. As these are foodstuffs, the user must ensure timely receipt.
8. Table reservations
Reservations made through the application are subject to availability and to confirmation by INOVA. Users must attend at the booked time; INOVA may set tolerance periods and cancel reservations that are not honoured. Cancellation by the user must be made through the application within the notice period indicated therein.
9. Loyalty programme
Use of the application may confer points and vouchers, under the programme rules made available in the application. Points and vouchers have no monetary value, are not convertible into cash or transferable, and may be subject to an expiry date. INOVA may amend or discontinue the programme, on reasonable prior notice, safeguarding points and vouchers already validly acquired.
10. Right of withdrawal
Under Article 17(1) of Decree-Law no. 24/2014 of 14 February, the right of withdrawal does not apply to the supply of goods which are liable to deteriorate or expire rapidly, nor to the provision of catering services or leisure activities with a specific date or period of performance. Accordingly, orders of prepared food products and table reservations do not, as a rule, confer a right of withdrawal.
Outside those situations, where the right of withdrawal applies, the user has 14 days to withdraw from the contract without giving any reason, under the terms and with the effects provided for in that legislation.
11. Complaints and dispute resolution
Users may submit complaints at inevitaveleprimordial.lda@outlook.com or through the electronic Complaints Book available at www.livroreclamacoes.pt.
In the event of a consumer dispute, the consumer may turn to an alternative dispute resolution (ADR) entity. The territorially competent entity is CICAP — Centro de Informação de Consumo e Arbitragem do Porto (www.cicap.pt). The updated list of ADR entities is available on the Consumer Portal (www.consumidor.gov.pt), under Law no. 144/2015 of 8 September.
Note: the European Online Dispute Resolution platform (ODR platform) ceased operating on 20 July 2025, so the reference to that platform is no longer required.
12. Liability
INOVA undertakes to provide the services with due care. INOVA is not liable for unavailability of the application arising from causes not attributable to it, in particular network failures, failures of the user’s device or third-party services. Nothing in these Terms excludes or limits INOVA’s liability where the law does not permit, in particular for harm to life, physical integrity or health, or for wilful misconduct or gross negligence. Consumers’ rights under mandatory rules, in particular as to the conformity of goods and services, are reserved.
13. Intellectual property
The application, trade marks, logos, texts, images and other content are the property of INOVA or of third parties who have authorised their use, and are protected by intellectual property rights. Users are granted a personal, limited, non-exclusive and non-transferable licence to use the application for the purposes set out therein; any unauthorised reproduction, distribution or exploitation is prohibited.
14. Changes to the Terms
INOVA may amend these Terms, making the updated version available on the “Legal” screen of the application. Changes take effect once made available; material changes are communicated to users, who, if they do not accept them, must cease using the application and may delete their account.
15. Governing law and jurisdiction
These Terms are governed by Portuguese law. Any disputes arising from their interpretation or performance shall be subject to the courts of the district of Porto, with express waiver of any other. As this is a contract with a consumer, the application of mandatory consumer-protection rules is reserved, in particular the jurisdiction of the courts of the consumer’s domicile provided for in Article 5 of Law no. 24/96 of 31 July.