Relovisa AI Assistant and Paid Plans: Terms of Use

Key points in plain language

This summary helps you find the important parts. The full terms below apply.

• The Relovisa assistant is an AI system, not a person. AI can make mistakes. Check important information with official sources and the relevant authorities before you act on it.
• The assistant and our consultants give general information and practical relocation support. This is not legal, tax or immigration-law advice, and it does not create a lawyer-client relationship.
• Only the authorities decide on visas and residence permits. We cannot guarantee any outcome, timing or cost.
• Paid plans renew every month until you cancel. You can cancel at any time. Cancellation takes effect at the end of the paid month.
• Wherever you live, you can withdraw from a paid plan within 14 days without giving a reason. We refund the price minus the service already provided.
• Our liability is limited, except where the law does not allow limits.

1. Who we are and what these terms cover

1.1 Relovisa is a brand of HORIZONTEXUBERANTE, UNIPESSOAL LDA, whose details are given above ("Relovisa", "we", "us"). The same company operates the Tobira.ai platform, which powers the assistant. Contact details are in Section 20.

1.2 These terms apply to: (a) the AI assistant on relovisa.co and its chat widgets (the "Assistant"); (b) Relovisa accounts; (c) the Free, Plus and Premium plans (the "Plans"); and (d) the strategy call included in Premium. Together these are the "Services".

1.3 Relovisa's other consultancy services, such as relocation packages or consultations bought separately, are governed by their own terms, which we give you before you buy them.

1.4 Our Privacy Policy at https://relovisa.co/privacy-policy explains how we handle personal data.

1.5 A "consumer" is an individual acting for purposes outside their trade, business, craft or profession. Some sections mention rights that the law gives consumers. The 14-day withdrawal in Section 9 applies to all customers.

2. Eligibility and your account

2.1 You must be at least 18 years old to use the Assistant or buy a Plan.

2.2 You can use the Assistant without an account, within the limits of the Free plan. To save chats across devices or to buy a Plan, you need an account. You can sign up with a one-time code sent to your email or with Google sign-in.

2.3 Give accurate information and keep it up to date. Keep your email and Google account secure, because they give access to your Relovisa account. Tell us straight away if you suspect unauthorised access.

2.4 An account is for one person. Do not share, sell or transfer your account, and do not use it to provide the Services to others. You are responsible for activity in your account, unless it results from our fault or a security incident on our side.

2.5 Chat visibility. Your main chat (your first conversation, including messages you sent before creating an account) is visible to the Relovisa team so they can help you; we tell you this before your first message. Chats you start after signing up are private by default: they are hidden from the team's standard tools, with the limited exceptions described in the Privacy Policy. Chats you started without an account and then saved to your account stay visible to the team. You can switch privacy off, or back on, for any chat except the main chat. If you share a private chat with the team, for example before a booking, the whole chat becomes visible to the team.

3. The Assistant: what it is and its limits

3.1 This chat uses AI. The Assistant is an artificial intelligence system: its answers ("Output") are generated automatically by AI models, and it is not a person. The Relovisa team may also reply in the chat.

3.2 AI can make mistakes. AI models work on probabilities. Output may be inaccurate, incomplete, out of date or not suited to your situation, even when it sounds confident and precise. Immigration rules, fees, processing times and document requirements change often and can differ between consulates and offices.

3.3 Check important information. Before you rely on Output for a decision, a payment, travel or an application, check it with official sources (for example the website of the relevant consulate, embassy, AIMA or other authority) or with the authority itself. Do not treat Output as your only source of truth or as a substitute for professional advice.

3.4 The answer depends on what you share. The Assistant only knows what you tell it and what is in our information sources. Missing or wrong details can lead to wrong Output.

3.5 Deep thinking. Plus and Premium include a "Deep thinking" mode that uses a stronger AI model and may take longer to answer. It can still make mistakes. The model behind it may change over time (Section 12).

3.6 Links to laws and sources. The Assistant may give links to laws, official websites and other sources so that you can check the information yourself. The official text always prevails over the Assistant's summary of it. We do not control third-party websites and are not responsible for their content.

3.7 Urgent matters. Do not rely on the Assistant for urgent or time-critical matters, such as an expiring visa, a refusal, an appeal deadline or a problem at the border. Contact the authority or a licensed lawyer.

4. Information, not legal advice

4.1 The Assistant, the strategy call and our team provide general information and practical relocation support: explaining publicly available requirements and procedures, preparing checklists and timelines, and helping you organise next steps.

4.2 We do not provide legal consultation, meaning advice that interprets and applies the law to your specific case, and we do not provide tax advice. We do not draft contracts or other legal documents for you and do not represent you before authorities or courts. Relovisa is not a law firm. Our consultants act as relocation consultants, not as lawyers or solicitors.

4.3 No lawyer-client relationship. Using the Services does not create a lawyer-client relationship with us or with anyone else. Your chats are not protected by legal professional privilege.

4.4 If your situation needs a legal or tax assessment, we recommend that you consult a licensed lawyer or tax adviser. On request, we can suggest independent professionals. They contract with you directly, set their own fees and are solely responsible for their advice.

4.5 No guaranteed outcome. Decisions on visas, residence permits, citizenship and similar matters are made only by the competent authorities. We do not guarantee approval, processing times or costs, or that any authority will accept a document or follow a particular interpretation.

4.6 You decide. You decide whether and how to use Output. You are responsible for your applications and for the accuracy and completeness of the information and documents you give to authorities.

5. Plans and usage limits

5.1 Current Plans:

5.2 Usage limits. Each Plan has usage limits (for example a number of messages or Deep thinking requests per period). The current limits are shown where you choose a Plan and in your account. Limits protect service quality and fair use. When you reach a limit, you can wait until it resets or change Plan. We never charge you for extra usage without your prior consent.

5.3 Personal use. Plans are for personal use by the account holder. Automated or bulk use and shared access are not allowed (Section 10).

5.4 Free plan. We may change the features or limits of the Free plan at any time. Changes to paid Plans follow Section 12.

6. Premium strategy call

6.1 What you get. Premium includes one video call of up to 30 minutes with a Relovisa consultant, at no extra cost. It is available once per person, with your first Premium subscription.

6.2 Booking. Book the call through the link in your account within 30 days of your first Premium payment. The call takes place at the time you choose from the available slots. If we cannot offer an appointment, we will extend the booking deadline. If you do not book within the deadline, the call expires. It cannot be transferred, has no cash value and is not repeated in later months.

6.3 Cancelling and rescheduling. You can cancel or reschedule free of charge if you tell us at least 24 hours before the call. If you cancel later or do not attend, the call counts as used. If we have to cancel, we will offer you a new time.

6.4 Scope. The call is run by a Relovisa consultant, not by a lawyer. It is a relocation strategy session: based on the information you give, the consultant can go through the routes you are considering, their typical requirements and documents, timelines and practical next steps, and tell you whether you should speak to a lawyer or tax adviser. It is general information and planning support under Section 4. It does not include a legal opinion on your case, tax advice, drafting of legal documents, review of refusals or appeals, or representation.

6.5 Recording. We do not record calls without your consent.

7. Prices, payment and automatic renewal

7.1 Prices are in euros and include VAT. Where VAT or a similar tax applies in your country, it is included in the price shown at checkout. Your bank may charge currency conversion or other fees.

7.2 Payments are processed by Stripe. We do not receive or store your full card details.

7.3 Automatic renewal. A paid Plan starts on the day of purchase and renews automatically every month on the renewal date shown at checkout and in your confirmation. At each renewal we charge the current price to your payment method until you cancel.

7.4 Failed payments. If a payment fails, we may try again. If it still fails after 7 days, your account moves to the Free plan. We do not delete chats because of a failed payment.

7.5 Changing Plan. If you upgrade, the new Plan starts immediately and you pay the price difference for the rest of the current period. If you downgrade, the change takes effect at the next renewal.

7.6 Price changes. We may change Plan prices for future periods. We will tell you by email at least 30 days before a new price applies to you. If you do not agree, you can cancel before the new price applies.

7.7 Receipts and invoices. You receive a receipt by email for every payment. Receipts and invoices are issued through Stripe.

8. Cancellation and refunds

8.1 You can cancel a paid Plan at any time in Settings > Plan or by writing to hello@relovisa.co. Cancelling takes no more steps than subscribing.

8.2 Cancellation takes effect at the end of the current paid month. Until then you keep your paid features. Afterwards your account moves to the Free plan and you are not charged again.

8.3 Apart from the cases listed here, payments are not refundable, including for unused parts of a month. We always refund: (a) when you withdraw under Section 9; (b) when we end or materially change a paid Plan (Sections 12 and 13); (c) billing errors and duplicate or unauthorised charges; and (d) where the law gives you a right to a refund or a price reduction, for example if a paid Plan does not conform to these terms.

9. 14-day right of withdrawal (all customers)

9.1 Every customer, wherever they live, may withdraw from a paid Plan within 14 days without giving any reason. For consumers in the EU and EEA this is also their statutory right of withdrawal. If the law of your country gives you more rights, those rights apply.

9.2 The withdrawal period ends 14 days after the day the contract is concluded, that is, the day you first buy a paid Plan or upgrade to a higher Plan. Automatic monthly renewals of the same Plan do not start a new withdrawal period.

9.3 Starting straight away. Paid Plans are services we can start straight away. At checkout, one required checkbox confirms three things: that you accept these terms, that you have read the Privacy Policy, and that you ask us to start your Plan immediately, during the withdrawal period. If you then withdraw, you pay only for the service provided until you tell us (Section 9.4). We confirm this in the order confirmation email.

9.4 What you pay if you withdraw. We keep an amount proportionate to the service provided until you tell us you are withdrawing. The deduction equals the monthly price multiplied by the elapsed service time before your withdrawal notice, divided by the total time in that billing period. Partial days are calculated proportionately. No separate amount is deducted for the included Premium call. We refund the rest. Example: you buy Plus for €99 in a 30-day billing period and withdraw exactly 5 days later. We keep €16.50 and refund €82.50.

9.5 The checkbox is required to buy a Plan online. If you would like your Plan to start only after the 14-day period, write to hello@relovisa.co and we will arrange it. If we ever start your Plan without your request, you pay nothing when you withdraw and we refund the full amount.

9.6 How to withdraw. Tell us clearly that you are withdrawing before the 14 days end. You can: (a) use the "Withdraw from contract here" function in Settings > Plan, available throughout the 14 days; (b) email hello@relovisa.co; or (c) use the model form in Annex 1 (optional). It is enough to send your notice before the period ends. We confirm receipt by email without delay.

9.7 Refund. We refund within 14 days of receiving your notice, using the same payment method, at no cost to you. Paid features end when you withdraw and your account moves to the Free plan.

10. Acceptable use

You must use the Services lawfully and fairly. In particular, you must not:

• (a) use the Services to prepare or commit fraud, including forged or altered documents, false statements to authorities, sham marriages or sham employment, or any other attempt to obtain a visa, permit or benefit by deception;
• (b) use the Services for people smuggling, human trafficking, sanctions evasion or any other illegal activity;
• (c) upload content you have no right to share, including other people's documents or personal data without their permission or another legal basis;
• (d) harass, threaten or abuse our team or anyone else;
• (e) upload malware, or try to break, overload or test the security of the Services;
• (f) access the Services by automated means (bots, scrapers) or get around usage limits, for example by opening several accounts;
• (g) share, resell or sublicense access, or offer the Services as your own service;
• (h) try to extract our system instructions, knowledge sources or models, or trick the Assistant into producing harmful content;
• (i) use the Services to make decisions with legal or similarly significant effects on other people.

We may block content, limit use or suspend accounts that break these rules (Section 13).

11. Your content and Output

11.1 Your content stays yours. You keep your rights in the messages and files you submit ("Input"). You allow us to host, process and transmit Input as needed to provide and secure the Services, as described in the Privacy Policy.

11.2 Output. As between you and us, you may use Output for your own purposes, in line with these terms and the law. Output may be similar to what other users receive and may contain third-party material. We do not guarantee that Output is free of third-party rights.

11.3 Your files. We do not keep the original file you upload. We keep the text extracted from it with your chat, until you delete the chat. The Services are not a document archive: keep your own copies of important documents.

11.4 Feedback. If you send us feedback or ideas, we may use them without any obligation to you.

12. Changes to the Services

12.1 We improve the Services over time. We may change features, AI models and providers, and usage limits for valid reasons, such as security, legal requirements, changes made by our suppliers, or improvements in quality or cost.

12.2 If a change to a paid Plan affects your access to or use of it negatively, in more than a minor way, we will tell you by email at least 30 days before the change. You may then end the Plan free of charge within 30 days of our notice or of the change, whichever is later, and we will refund the unused part of the prepaid period.

12.3 We aim to keep the Services available, but they may be interrupted for maintenance, updates or events outside our control. This does not affect your statutory rights if a paid Plan does not conform to these terms.

13. Suspension and termination

13.1 You can stop using the Services, cancel your Plan and delete your account at any time. For now, you delete your account by writing to hello@relovisa.co from the email address of your account; a delete button in Settings will follow. If you have a paid Plan, it is cancelled and ends at the end of the current paid period, without renewal.

13.2 We may suspend or end your access immediately, in whole or in part, if you seriously or repeatedly breach these terms (including Section 10), if the law or an authority requires it, or to prevent serious harm or a security risk. Where the law allows, we will tell you the reason and give you a chance to respond. If we end a paid Plan under this Section, refunds follow the law.

13.3 We may also end a paid Plan or the Services for other valid reasons, with at least 30 days' notice. We then refund the unused part of any prepaid period.

13.4 Your chats are kept until you delete them or your account is deleted. If you do not sign in to your account for 24 months, we delete the account and its chats; we will warn you by email 30 days before. Accounts with an active paid Plan are not deleted for inactivity. Chats started without an account are deleted after 24 months without new messages.

13.5 You can export your chats in Settings at any time before your account is deleted. This does not restrict your statutory data access and portability rights. Sections 4, 11, 14, 18 and 19 continue to apply after termination.

14. Our liability

14.1 Nothing in these terms limits or excludes our liability for: (a) intent (dolo) or gross negligence; (b) death or personal injury; (c) fraud; (d) your statutory rights as a consumer, including your rights if a paid digital service does not conform to the contract; or (e) any other liability that cannot be limited under applicable law.

14.2 Subject to Section 14.1, the following applies. Paragraphs 14.2(b), (c) and (d) apply only to business customers.

• (a) we are not responsible for decisions, delays or fees of authorities, consulates or other third parties;
• (b) if you did not check important information as described in Section 3.3, this may reduce or exclude our liability under the rules on contributory fault;
• (c) we are liable only for loss that is a foreseeable and typical result of our breach, and not for indirect loss;
• (d) our total liability for all claims relating to the Services is limited to the greater of: (i) the amounts you paid us for Plans in the 12 months before the event giving rise to the claim; and (ii) €100.

15. Business customers

If you use the Services for business purposes, you will compensate us for third-party claims caused by your breach of Section 10, to the extent the law allows.

16. Third-party services

Some parts of the Services rely on third parties with their own terms: Stripe for payments, receipts and invoices, Google for Google sign-in, Cal.com for booking the strategy call, and Google Meet for the call itself. Their terms apply to their part of the service.

17. Changes to these terms

17.1 We may update these terms for valid reasons: changes in the law or regulatory guidance, new or changed features, security, or clarifications.

17.2 If a change is material and to your disadvantage, we will tell you by email or in the product at least 30 days before it takes effect. If you do not agree, you can cancel before the change takes effect. If you cancel because of the change, we refund the unused part of the prepaid period. Other changes take effect when published.

17.3 The current version of these terms is always available at https://relovisa.co/terms. We keep earlier versions and send them on request.

18. Governing law and disputes

18.1 These terms are governed by Portuguese law. If you are a consumer, you also keep the protection of the mandatory rules of the country where you habitually live.

18.2 If you are a consumer, you can bring a claim in the courts of the place where you live or in Portugal. We can bring a claim against a consumer only in the courts of the place where the consumer lives. For business customers, the courts of Cascais, Portugal, have exclusive jurisdiction.

18.3 Talk to us first. Most problems can be solved quickly: please write to hello@relovisa.co. This does not limit your right to go to court or to an alternative dispute resolution entity.

18.4 Alternative dispute resolution. For consumer disputes you can contact the Lisbon Consumer Arbitration Centre (Centro de Arbitragem de Conflitos de Consumo de Lisboa, CACCL, www.centroarbitragemlisboa.pt), which is competent for Cascais. For consumer disputes of up to €5,000, if you choose arbitration or mediation at this centre, we must take part. More information is available on the Portuguese consumer portal, www.consumidor.gov.pt.

18.5 Complaints book. You can file a complaint in the electronic complaints book (Livro de Reclamações Eletrónico) at www.livroreclamacoes.pt.

18.6 EU online dispute resolution. The EU online dispute resolution (ODR) platform closed on 20 July 2025 and is no longer available. Consumers in other EU countries can get free help from the European Consumer Centres Network (ECC-Net).

19. General

19.1 These terms, the Plan details and the pricing shown at checkout form the whole agreement between you and us about the Services.

19.2 If a court finds any part of these terms invalid, the rest remains in force.

19.3 If we do not enforce a right straight away, we do not give it up.

19.4 We may transfer our rights and obligations under these terms to another company as part of a reorganisation or sale of the business. We will tell you in advance, your rights as a consumer will not be reduced, and you can cancel if you do not agree.

19.5 We are not responsible for failures caused by events outside our reasonable control. This does not affect your statutory rights.

19.6 Language. These terms are available in Portuguese and English.

20. Contact

Relovisa is operated by HORIZONTEXUBERANTE, UNIPESSOAL LDA, sociedade por quotas.
Registered office: Praceta da Beja, n.º 104 A, 2755-274 Alcabideche (Cascais), Portugal.
Commercial Registry and NIPC number: 518998819. Share capital: €1,000.
Email for support, withdrawals and privacy requests: hello@relovisa.co. Phone: +351 967 143 317.

Annex 1. Model withdrawal form

Complete and send this form only if you want to withdraw from the contract.

To: HORIZONTEXUBERANTE, UNIPESSOAL LDA (Relovisa), Praceta da Beja, n.º 104 A, 2755-274 Alcabideche (Cascais), Portugal, hello@relovisa.co

I hereby give notice that I withdraw from my contract for the following service: __________ plan (Plus or Premium)

Ordered on: __________

Name of customer: __________

Email address of the Relovisa account: __________

Address of customer: __________

Signature of customer (only if this form is sent on paper): __________

Date: __________