Terms and Conditions

1. Entity Identification

Fibra Ótica Portugal is a commercial brand of Infraestruturas de Comunicações, 1300-324 Lisbon (hereinafter referred to as "Fibra Ótica Portugal").

These Terms and Conditions govern the use of the website fibraotica.com.pt and the commercial consulting service provided by Fibra Ótica Portugal.

2. Nature of the Service

Fibra Ótica Portugal provides a free commercial consulting service consisting of:

• Analysing the offers from operators and retailers available in the Portuguese market (telecommunications, energy and security).
• Presenting the client with the options most suited to their profile, address and needs.
• Supporting the contracting process with the operator or retailer chosen by the client.

Fibra Ótica Portugal is not an operator, supplier or reseller of the services compared. The service agreement (telecommunications, energy or security) is entered into directly between the client and the chosen operator/retailer.

3. Remuneration Model

The consulting service is entirely free for the client. Fibra Ótica Portugal is remunerated by partner operators and retailers through a commission paid when the client's subscription is concluded.

This remuneration has no impact on the price paid by the client, which corresponds to the operator's public tariff at the time of contracting.

4. Independence of Recommendations

Fibra Ótica Portugal undertakes to present recommendations based on what is most advantageous to the client, considering price, service quality and coverage at the indicated address.

The final decision on contracting always lies with the client. The client may decline all proposals presented at no cost or penalty.

5. Terms of Website Use

By using the website fibraotica.com.pt and the contact forms, the user agrees to:

• Be at least 18 years old or, if a minor, have authorisation from a legal representative.
• Provide truthful and up-to-date information.
• Not use the website for unlawful purposes or contrary to good faith.
• Not interfere with the operation of the website or anti-spam protection systems.

6. Consulting Process

The consulting process unfolds in the following phases:

• Initial request: the client submits a website form or contacts us by email.
• Analysis: Fibra Ótica Portugal analyses the request and prepares suitable options.
• Proposal presentation: the options are communicated to the client, with clear explanations of each.
• Client decision: the client decides whether to proceed with any of the options, with no obligation.
• Follow-up: if the client decides to proceed, Fibra Ótica Portugal supports the subscription process with the chosen operator.

7. Responsibility for the Contracted Service

After contracting, the contractual relationship is established directly between the client and the chosen operator/retailer. Specific conditions — prices, billing, lock-in periods, equipment, technical support, warranties and installation timelines — are the sole responsibility of that operator/retailer and are governed by their respective contracts and tariffs.

Fibra Ótica Portugal is not responsible for:

• Delays, failures or interruptions in the service provision by the contracted operator.
• Changes in prices, contractual conditions or tariffs after contracting.
• Equipment provided by the operator.
• Disputes between the client and the operator regarding the execution of the contract.

8. Complaints

8.1 Complaints about the Consulting Service

To file a complaint regarding the consulting process provided by Fibra Ótica Portugal, contact us through:

• Email: [email protected]
• Electronic Complaints Book at www.livroreclamacoes.pt

We will reply within a maximum of 15 business days.

8.2 Complaints about the Contracted Service

For complaints related to services already contracted (installation, billing, service quality, equipment), the client should contact the operator or retailer with whom the contract was signed.

9. Product Sales (Online Shop)

9.1 Scope

In addition to the consulting service, Fibra Ótica Portugal sells telecommunications, networking, smart home and computing equipment through the online shop at fibraotica.com.pt/loja.

9.2 Prices

All prices include VAT at the legal rate in force. Product prices are updated daily and may change without prior notice. The applicable price is the one in force at the moment the order is completed.

9.3 Availability

The products shown are subject to availability. If a product becomes unavailable after the order is placed, the customer will be informed and may choose between a full refund or an alternative product.

9.4 Delivery Time

Delivery takes 5 to 10 working days from payment confirmation. This period may be longer during periods of high demand or for reasons beyond the control of Fibra Ótica Portugal.

9.5 Shipping Costs

Shipping costs are 6.15 € for mainland Portugal. Free shipping on orders of 100 € or more. Shipments to the Autonomous Regions may have different costs and delivery times, communicated before the order is completed.

9.6 Payment

The following payment methods are accepted: MB WAY, Multibanco, credit and debit card (Visa, Mastercard) and bank transfer. Orders are only processed after payment confirmation.

9.7 Returns and Refunds

The customer has the right of free withdrawal within 14 consecutive days, under Decree-Law no. 24/2014. Fibra Ótica Portugal voluntarily extends this period to 30 days. The full conditions are set out in the Returns Policy.

9.8 Warranty

All products benefit from the legal conformity warranty of 3 years for consumers, under Decree-Law no. 84/2021.

9.9 Invoicing

An invoice is issued for every order and sent by email after the purchase is completed.

9.10 Dispute Resolution

In the event of a consumer dispute, the consumer may turn to an Alternative Consumer Dispute Resolution entity. The list is available at consumidor.gov.pt and the Electronic Complaints Book can be used at livroreclamacoes.pt.

10. Personal Data Protection

The processing of personal data is described in the Privacy Policy, in accordance with the General Data Protection Regulation (GDPR).

11. Intellectual Property

All website content (text, images, logos, code) is the property of Fibra Ótica Portugal or of third parties who have authorised its use, protected under applicable copyright and industrial property legislation.

12. Limitation of Liability

Fibra Ótica Portugal is not responsible for:

• Occasional website unavailability due to maintenance or external causes.
• Client decisions made based on the options presented.
• Content of third-party websites linked from this website.
• Indirect damages resulting from the use of the website.

13. Changes to the Terms

Fibra Ótica Portugal reserves the right to amend these Terms and Conditions. Changes take effect upon publication of the updated version on this page, with the relevant update date identified.

14. Applicable Law and Jurisdiction

These Terms and Conditions are governed by Portuguese law. The competent court for the resolution of disputes is the court of the consumer's domicile, as established by law.

15. Contact

For any questions regarding these Terms and Conditions, please contact us:

Email: [email protected]