Terms and Conditions

By using Multipark's services, including but not limited to browsing the website, creating an account, making parking reservations, or using valet parking services, you expressly agree to comply with and be legally bound by these Terms and Conditions in their entirety. This agreement constitutes a binding contract regarding your use of the platform between you (hereinafter 'User') and Multipark, separate and independent from the parking service contract that the User enters into directly with the parking operator (see Section 4). If you do not agree with any part of these terms, conditions, or policies described herein, you are not authorized to use our services and must immediately cease using the platform. Continued use of our services after posting changes to these terms constitutes acceptance of those changes. We recommend that you periodically review this page to stay informed about any updates. Users under 18 years of age must obtain consent from their parents or legal guardians before using our services. By accepting these terms, you confirm that you have the legal capacity to enter into this binding contract.

Multipark is an innovative technology platform providing an intuitive and user-friendly online interface for searching, comparing, and booking parking with independent parking operators. Our services cover parking reservations at various strategic locations across multiple Portuguese and international cities, including urban centers, commercial areas, airports, train stations, and other points of interest. The platform allows users to quickly and conveniently search, compare, and book parking spaces, ensuring space availability when they arrive at their destination. Our services include, but are not limited to: creation and management of parking reservations with immediate confirmation; booking of premium valet parking services (vehicle pickup and delivery) provided by the parking operators; provision of detailed information about garages, parking lots, and facilities, including operating hours, security features, and accessibility; secure online payment processing through multiple payment options; real-time notification system about reservation status; updated information about parking availability in different locations; multi-channel customer support; and integration with navigation systems to facilitate parking location. Multipark acts as an intermediary between users and parking operators, facilitating transactions and ensuring a hassle-free booking experience.

To access all features of our services and make parking reservations, you need to create a personal account on the Multipark platform. When you make a booking, if no account exists for the email address provided, an account will be automatically created using the information you supplied during the booking process (name, email, phone number, and vehicle details). This allows you to track your reservation, manage your booking, and access your booking history at any time. You will receive a confirmation email with instructions to set your password and fully activate your account. During the registration process, you will be asked to provide accurate and up-to-date personal information, including full name, valid email address, contact phone number, and optionally, information about your vehicle (license plate, make, model, and color) to facilitate identification at parking lots and valet services. You are solely responsible for maintaining the confidentiality of your account credentials, including password and any access codes. You are also responsible for all activities that occur under your account and must strictly restrict access to your computer, mobile device, and applications. You agree to immediately notify Multipark if you become aware of any unauthorized use of your account or any other security breach. Multipark will not be responsible for any losses or damages resulting from your failure to adequately protect your account information. We reserve the right to suspend or terminate accounts that violate these terms, are inactive for extended periods, or are used for fraudulent or illegal activities. Each user may have only one active account. Creating multiple accounts by the same user without Multipark's express authorization is strictly prohibited.

By making a booking through the Multipark platform, you enter into a direct contract with the selected parking operator, with Multipark acting as the transaction facilitator. You agree and commit to providing accurate, complete, and up-to-date information for all your parking reservations and valet parking services, including correct arrival and departure dates and times, vehicle data, and valid contact information. Providing false, misleading, or incomplete information may result in reservation cancellation without refund. All payments are processed completely securely through our certified and trusted payment partners, including Stripe (for payments via Google Pay, Apple Pay, and international credit/debit cards) and SIBS (for MB Way, Multibanco, and national card payments). Multipark uses state-of-the-art encryption technology to protect all financial transactions. We do not store your complete payment information on our servers, ensuring maximum security of your financial data. Booking fees, parking prices, and cancellation policies may vary significantly depending on the selected parking facility, location, type of service (self-parking or valet), length of stay, and time of year (high or low season). All prices shown on the platform include VAT at the legal rate in force, when applicable. We reserve the right to adjust prices to correct obvious errors or typographical mistakes. In case of price changes after booking confirmation, we will notify the user who may choose to cancel at no cost.

Cancellation and refund policies are specific to each parking operator and booking type, and may vary considerably depending on location, period, and contractual conditions established with each partner. Please carefully review the specific cancellation conditions presented during the booking process before confirming your reservation. As a general rule, cancellations made at least 24 hours in advance of the reservation start time are normally eligible for full refund of the amount paid, excluding any non-refundable processing fees. Cancellations made less than 24 hours in advance or no-shows may result in partial or total loss of the amount paid. Some promotional bookings, with special rates or non-refundable may have more restrictive cancellation policies and may not allow any refund regardless of cancellation timing. To request reservation cancellation, access your Multipark account, navigate to 'My Bookings' and follow the presented instructions, or contact our customer support service. Approved refunds will be processed to the original payment method used in the booking within 5 to 10 business days, depending on your bank or financial institution. In exceptional circumstances (force majeure events, properly documented medical emergencies, extreme weather conditions), Multipark may, at its discretion, authorize cancellations outside standard policies. Refund requests for complaints must be submitted in writing through our customer support channel within a maximum period of 14 days after the reservation date.

By using the Multipark platform and services, you expressly agree to use our services exclusively for legal and legitimate purposes, in a manner that does not infringe, restrict, or inhibit the rights of third parties or the use and enjoyment of services by other users. You commit not to use the platform for any illegal, fraudulent, or unauthorized purpose, including but not limited to: attempts to unauthorized access to systems, networks, or accounts; transmission of viruses, malware, or any malicious code; scraping, crawling, or automated data extraction practices without authorization; creating multiple fake accounts or using fictitious identities; manipulation or attempted manipulation of the booking or pricing system; posting or transmitting defamatory, obscene, threatening, or discriminatory content; harassment, intimidation, or discrimination against other users or employees; violation of Multipark's or third parties' intellectual property rights; use of offensive, abusive, or obscene language in platform communications; unauthorized resale of bookings or commercial exploitation of services without permission; and any form of illegal, fraudulent activity or that violates third-party rights. You are responsible for ensuring that your vehicle complies with all legal standards in force, including valid licensing, mandatory insurance, up-to-date technical inspection, and compliance with environmental regulations. Users commit to respecting all specific rules and regulations of each parking facility, including speed limits, safety signage, and staff instructions. Violation of any of these responsibilities may result in suspension or permanent closure of your account, cancellation of bookings without refund, and possible legal liability.

Multipark acts as an intermediary booking platform between users and parking operators, not being the owner or operator of parking facilities. Consequently, Multipark, its directors, employees, agents, partners, and affiliates will not be liable, to the maximum extent permitted by law, for any direct, indirect, incidental, special, consequential, punitive, or exemplary damages resulting from the use, inability to use, or misuse of our services. This includes, but is not limited to: damage, theft, vandalism, or loss of vehicle during parking facility stay; theft, damage, or loss of personal belongings, luggage, or valuables left inside the vehicle; personal injury or property damage occurring at parking facilities; delays, interruptions, or service cancellations by parking operators; inaccuracy of information provided by parking operators; temporary or permanent platform unavailability due to maintenance, technical failures, or cyber attacks; errors, omissions, or inaccuracies in platform content; loss of profits, data, revenue, or business opportunities; and any security breach not resulting from Multipark's gross negligence. We strongly recommend that all users maintain adequate insurance for their vehicles and personal belongings. Some parking operators may offer additional insurance or protection for an additional fee. In jurisdictions that do not allow exclusion or limitation of liability for consequential or incidental damages, Multipark's liability will be limited to the maximum extent permitted by law. Multipark's total liability to any user, under any circumstances, will not exceed the amount actually paid by the user to Multipark for the specific booking that gave rise to the claim.

Multipark expressly reserves the right to modify, alter, update, or replace these Terms and Conditions at any time, at its sole discretion, without the need for prior notice, although we strive to notify users about significant material changes. Modifications may be necessary to reflect changes in our services, business practices, legal or regulatory requirements, judicial decisions, user feedback, or technological developments. Any changes will take effect immediately upon posting the revised version on this page, with the date of the last update clearly indicated at the top of the document. It is the user's sole responsibility to periodically review these Terms and Conditions to stay informed about any modifications. Continued use of Multipark services after posting changes constitutes express and unequivocal acceptance of the introduced modifications. If you do not agree with any changes to the terms, you must immediately cease using our services and may request account closure by contacting our customer support service. We strongly recommend that you save a copy of these terms for your personal records. In case of dispute over which version of the terms applies to a particular booking or transaction, the version in force on the date the booking was confirmed will prevail. For substantial changes that significantly affect user rights, we may provide additional notification via email or prominent message on the platform, granting a reasonable transition period before the new conditions take effect.

These Terms and Conditions, as well as any dispute or claim arising from or related to them, their subject matter or formation (including non-contractual disputes or claims), shall be governed, interpreted, and enforced exclusively in accordance with the laws of Portugal, without regard to or application of any conflict of law principles that may determine the application of the laws of another jurisdiction. By using Multipark services, you irrevocably agree to submit to the exclusive jurisdiction of the competent Portuguese courts located in Lisbon, Portugal, for the resolution of any disputes, actions, proceedings, or procedures arising from or related to these terms or to the use of our services. Notwithstanding the above, Multipark reserves the right to bring legal action in any jurisdiction where you reside or where the violation occurred. Before resorting to legal proceedings, the parties commit to attempting to resolve any dispute amicably through good faith direct negotiation. If the dispute cannot be resolved through negotiation within 30 days, the parties agree to submit the matter to mediation through a mutually agreed mediator, with mediation costs split equally. Only if mediation does not result in a satisfactory resolution may either party resort to the courts. For disputes valued at less than €5,000, the parties agree to prioritize alternative dispute resolution (ADR) mechanisms available in Portugal, including consumer arbitration centers. We mutually waive the right to jury trial for any disputes arising from these terms. Any action or proceeding arising from these terms must be brought within one year after the cause of action arose, otherwise it will be time-barred. If any provision of these terms is deemed invalid or unenforceable by a competent court, such provision shall be modified and interpreted to accomplish the objectives of the original provision to the maximum extent permitted by law, with the remaining provisions remaining in full force and effect.

Multipark is committed to providing excellent customer support service and maintaining open and effective communication channels with all our users. If you have any questions, inquiries, concerns, or comments about these Terms and Conditions, about using our services, about specific bookings, about processing your personal data, or if you need assistance with any aspect of the Multipark platform, we strongly encourage you to contact us through the following channels: Primary support email: [email protected] (response within 24 hours on business days); Contact form available in the 'Contact Us' section of our website; Online help center with frequently asked questions (FAQ), guides, and tutorials available 24/7; Live chat available on the platform during business hours (Monday to Friday, 9am-6pm, Lisbon time); Customer support phone (available in the website contacts section) for urgent matters; Postal mail: Multipark - Parking Management, Ltd., Example Street, 123, 1000-001 Lisbon, Portugal. Our customer support team is available to help you in Portuguese, English, and Spanish. We strive to respond to all inquiries within a maximum of 24 hours on business days, with urgent matters related to active bookings receiving priority. For faster resolution of your questions, please include in your communications: booking reference number (if applicable), email address associated with your account, detailed description of the issue or request, and any relevant supporting documents (screenshots, receipts, etc.). We value your feedback and use your suggestions to continuously improve our services. If you have suggestions on how we can improve the Multipark platform, please share them with us. For formal complaints, we provide a structured complaint management procedure, ensuring that all issues are handled fairly, transparently, and in a timely manner, in compliance with consumer protection legislation in force.