Terms and Conditions of the website of TRE Lavandarias e Representações, Lda.

IMPORTANT – ELECTRONIC CONTRACT

Please read these Terms of Use carefully. These Terms and Conditions constitute a contract entered into between TRE Lavandarias e Representações, Lda., with registered office at Campo 24 de Agosto, 173, 4300-505 Porto, registered with the Commercial Registry Office of Porto under the single registration and corporate identification number 502706376, with a share capital of €80,000.00 (eighty thousand euros), hereinafter referred to as “We” or “NorSec”, and the individual who creates an account on the NorSec mobile application or website (hereinafter referred to as the “User”).
By clicking “Accept”, the User declares that they have the legal capacity to enter into this contract, are of legal age, and undertake to comply with and respect these Terms and Conditions.
With regard to the processing of personal data of the User by NorSec, the Privacy Policy available at [insert link] shall apply. Regardless of any form of acceptance, when accessing their account on the platform and using the service, the User expresses their agreement and acceptance of the conditions in force at that time. It is therefore recommended that the User reviews these Terms periodically.

Terms and Conditions of Adhesion to the NorSec Service

PREAMBLE

These Terms and Conditions constitute a contract entered into between TRE Lavandarias e Representações, Lda., with registered office at Campo 24 de Agosto, 173, 4300-505 Porto, tax identification number (NIF) 502706376, hereinafter referred to as “NorSec”, and any individual who uses the website www.topcostura-norsec.com or the NorSec application (hereinafter referred to as the “User”).

These Terms apply to the use of the platform in all its versions, whether via the website or the mobile application (available for Android and iOS). By creating an account, placing an order or using our services, the User declares that they have read, understood and fully accepted these Terms and Conditions and our Privacy Policy.

Any translation of these Terms presented in app versions is for informational purposes only. In the event of any discrepancy, the Portuguese version shall prevail.

1. NorSec Service

1.1 The online platform (hereinafter referred to as the “Platform”) has as its main purpose to provide its Users with a service (hereinafter referred to as the “Service”) consisting of:
a) the collection of clothing items (hereinafter referred to as the “Items”) at the User’s home or at another address chosen by the User, under the terms described in these Terms and Conditions;
b) the cleaning/ironing of such Items, carried out in accordance with the service levels established in these Terms and Conditions;
c) the delivery of the washed and/or ironed Items to the User’s home or to another address selected by the User.

1.2 In order to access the Service, the User must create a User account on the Platform, accept these Terms and Conditions and acknowledge the Platform’s Privacy Policy. The functionalities available through the Platform via the User profile include:
a) Logging into the Platform;
b) Managing personal data (identification, contact details, delivery and collection address of the Items, payment details) and consulting the history of Orders (as defined below);
c) Consulting these Terms and Conditions and the Privacy Policy at any time;
d) Submitting a support request;
e) Placing and modifying Orders (as defined below) through:
i. Validation of the delivery/collection area and address of the Items using a postal code database;
ii. Validation of delivery and collection times and dates;
iii. Adding notes to the Order, namely indicating that it contains high-value Items (i.e. with a purchase price above EUR 300);
iv. In the case of scheduled Orders, the possibility to modify the Order up to 24 hours before the scheduled collection date at the User’s home or other indicated address;
f) Making online payments for Orders through the interface provided by the User’s payment service provider.

2. Orders

2.1 Through a dedicated section of the Platform, the User may place a service request (hereinafter referred to as an “Order”), which may consist of:
a) Washing, drying and folding the number of Items placed by the User inside a bag provided for this purpose by a NorSec operator at the time of collection;
b) Ironing a number of Items determined by the User;
c) Washing and ironing a number of Items determined by the User; or
d) Dry cleaning a number of Items determined by the User.

2.2 The User must verify the details of Orders submitted to NorSec via the Platform before submission, as NorSec shall not be responsible for incorrect information entered by the User, namely regarding the number or description of the Items or the address where the Items are to be collected or delivered.
2.3 The submission of an Order through the Platform does not constitute a contractual commitment by NorSec. Such contractual relationship—governed by these Terms and Conditions—shall only be established upon acceptance of the Order by NorSec, which will be communicated to the User by email to the address provided or via push notification on the Platform.
2.4 NorSec shall assign a number to each Order, which will be communicated to the User upon acceptance and must be used in all communications with NorSec regarding that Order.
2.5 The User may make changes to an Order up until the time of collection of the Items.
2.6 The User may cancel an Order up to four (4) hours before the scheduled collection time, or reschedule the collection or delivery time up to two (2) hours before the scheduled collection time, directly through the Platform (subject to availability), or later if the User contacts the NorSec operator responsible for collection or delivery and such operator is available at the requested new time.
2.7 In the event of an alteration or cancellation, NorSec shall send the User an email or push notification confirming acceptance of the amended Order or the cancellation.
2.8 The User may modify, cancel or submit other communications or complaints regarding Orders directly through the dedicated section of the Platform or in writing to the company’s registered office.
2.9 Any modification or cancellation outside the time limits set out in clauses 2.5 or 2.6, or the absence of the User at the address for collection or delivery at the scheduled time, shall result in the payment of an additional fee, by way of a compulsory penalty clause, in the amount of EUR 10 (ten euros), without prejudice to NorSec’s right to seek compensation for damages suffered under general law.

3. Cancellation or Rescheduling of an Order by NorSec

3.1 NorSec may cancel an Order, thereby terminating these Terms and Conditions in respect of that Order, or seek to reschedule the collection or delivery date of the Items, in the following cases:
a) Occurrence of a force majeure event, including but not limited to war (declared or undeclared), riots, civil unrest, natural disasters, nationwide strikes, fires, floods, explosions, governmental decisions or other events beyond NorSec’s control that prevent or hinder performance of obligations (“Force Majeure Events”);
b) Failure by the User to make the Items available at the date and time indicated in the Order and confirmed by NorSec;
c) If any Item does not match the description provided in the Order, is damaged, or does not correspond to one of the types of Items accepted by NorSec (the list of accepted Items is available in the mobile application);
d) If the Order does not contain the elements necessary for the provision of the Service (e.g. required cleaning instructions).
3.2 In such cases, NorSec shall notify the User via push notification, SMS, email or telephone call, and the User must confirm or select rescheduling conditions within two (2) days of receipt of such notification.
3.3 In the event of cancellation under this clause, NorSec shall refund the amounts paid by the User (if the User so requests) and, where applicable, return the collected Items as soon as possible. The costs of such return shall be borne by the User in the cases set out in clause 3.1(c).

3.4 If the User wishes to reschedule collection or delivery under clause 3.2, rescheduling must occur within one (1) month of receipt of the notification, and the Order may remain as credit for combined collection with other Orders placed within that period.

4. Collection and Delivery of Items

4.1 NorSec shall use reasonable efforts to collect the Items at the address and time indicated and confirmed, but cannot guarantee strict compliance with the scheduled time. Any delay will be communicated in advance via push notification, email, SMS or phone call.
4.2 At collection, the User shall be invited to place the Items into one of four bags, according to the service requested:
(i) washed, dried and folded;
(ii) ironed only;
(iii) washed and ironed; or
(iv) dry cleaned.
In case (i), the bag provided may be retained by the User for future wash, dry and fold Orders.
4.3 If the User fails to accept delivery at the confirmed date and time and does not schedule a new delivery within 180 days, NorSec may donate the Items to a charitable institution of its choice.
4.4 Upon delivery, the User must sign a delivery receipt unless prior instructions were given for delivery without signature. In such case, delivery is at the User’s sole risk and NorSec shall not be liable for any damages.

4.5 Delivery may be made to a third party at the delivery address who signs the receipt on behalf of the User.

5. Service Levels

5.1 NorSec shall provide the Service with reasonable care and diligence, in accordance with industry standards.
5.2 NorSec may contact the User if it considers that any of the Items collected are at particular risk of being damaged, including, without limitation:
a) Items with special cleaning instructions;
b) Damaged or stained Items;
c) Items containing any foreign object that may damage the Item (e.g., pins, brooches, pens, keys, make-up, papers, etc.).
NorSec shall not be liable for any loss or damage that may arise from the provision of the Service, in accordance with the service levels described in the clauses below, if, following the communication referred to in this clause, the User decides to proceed with the provision of the Service.
5.3 With regard to Orders for washing, drying and folding a number of Items to be determined by the User, pursuant to clause 2.1(a), NorSec undertakes to:
a) Machine wash the Items at 30°C;
b) Separate the Items into light and dark colours, although NorSec assumes no responsibility if any Item bleeds or becomes colour-stained during the washing process;
c) Machine dry;
d) Fold the Items in the manner deemed most appropriate, taking into account the type of Item.
5.4 With regard to Orders for ironing a number of Items to be determined by the User, pursuant to clause 2.1(b), NorSec undertakes to:
a) Iron all Items at a temperature appropriate to the type of Item.

b) Fold or hang the Items in the manner deemed most appropriate, taking into account the type of Item.
5.5 With regard to Orders for washing and ironing a number of Items to be determined by the User, pursuant to clause 2.1(c), NorSec undertakes to comply with the conditions set out in the two preceding clauses, insofar as they are applicable to the relevant Service.
5.6 With regard to Orders for dry cleaning a number of Items to be determined by the User, pursuant to clause 2.1(d), NorSec undertakes to carry out the Service in the most appropriate manner, depending on the type of Item and the instructions provided on its care label.
5.7 The transport of the Items collected at the address indicated in an Order, to the Service Provider’s facilities and from such facilities to the User’s delivery address, shall be carried out by a NorSec employee or contractor duly qualified for this purpose, using a vehicle suitable for such transport under safe and hygienic conditions.

6. Platform

6.1 The Platform, through which Users access the functionalities described in clause 1.2 above, was developed with the interests of Users in mind. However, NorSec does not guarantee that the Platform will operate correctly, without interruption, or that it will be free from errors or malfunctions.
6.2 The Platform is available for:
a) iOS;
b) Android. 6.3. 6.3 The Platform may be accessed, on the aforementioned operating systems, through the following application stores:
a) App Store;
b) Google Play.
6.4 The User may not, in particular:
a) Modify, decompile, transfer to another device, or grant third parties access to their User account on the Platform;

b) Remove any copyright notices, trademarks or proprietary rights notices;
c) Perform any acts that may cause damage, including reputational damage, to NorSec, its Service Providers or its partners.
6.5 The Platform, its structure, the selection, organisation and presentation of its content, including services, functionalities and the software used, as well as trademarks and logos, are the exclusive property of NorSec or of the entities or persons who have authorised their respective use.

7. Use of the Platform

7.1 In order to use the Platform, the User must, in addition to following the steps described in clause 1.2 above, have a mobile device (i.e. smartphones, tablets or similar devices) or a fixed device (PC or similar equipment) compatible with the Platform and connected to an electronic communications network with internet access.
7.2 The User is expressly prohibited from using the Platform outside the circumstances permitted by NorSec or expressly provided for by law and may not, in particular:
a) Use the Platform in breach of these Terms or to develop or commercialise any solution, to compete with NorSec, or in any other way that infringes NorSec’s or third parties’ intellectual property rights;
b) Reproduce the Platform by any means or in any form;
c) Decompile, decode or reverse engineer the Platform, access its source code, or in any way cancel, damage, avoid, circumvent, remove, disable or compromise any system, mechanism or security measure integrated into or provided with the Platform (including decrypting any encrypted code);
d) Carry out any type of alteration, intervention or modification, including translation of the Platform;
e) Remove any copyright notices, trademarks or proprietary rights notices from the Platform.

Without prejudice to the foregoing, any work or material created by the User in violation of the above shall become the exclusive property of NorSec, and the User shall prepare and sign all documents necessary to transfer all rights thereto to NorSec free of charge.
7.3 The User must access and use the Service and the Platform’s functionalities in a responsible, prudent and careful manner, using the Service strictly for personal purposes, not for commercial use, nor making it available to third parties by any means, and not using it for unlawful, impermissible or offensive purposes contrary to public order or good morals.
Use of the Platform and access to the Service is at the User’s sole risk, and the User shall be solely responsible for any damage caused to their system and/or equipment, as well as for any other damage or loss, including loss or corruption of data.
The User must not use the Platform or the Service to provide or transmit, intentionally or negligently, any material that contains or may contain viruses, worms, defects, Trojan horses or any other computer code, files or programs capable of interrupting, destroying or limiting the functionality of any equipment or computer system (hardware or software).
7.4 The User may not, within the scope of use of the Platform:
a) Access the Platform through means other than those made available by NorSec, or use modified software for the purpose of obtaining unauthorised access;
b) Use the Platform in activities prohibited by law or that involve:
(i) violation of third-party rights;

(ii) acts offensive to public order or good morals, including threatening, abusive, defamatory, obscene or indecent acts;
(iii) promotion of hatred, violence or racial, political or religious intolerance; or
(iv) encouragement, promotion or facilitation of such activities;
c) Perform any acts that may damage or jeopardise the integrity, continuity or quality of the Platform.

8. Platform Operation

8.1 NorSec does not guarantee that the Platform will operate correctly, without interruption, or that it will be free from errors or malfunctions, and provides no warranty whatsoever, including warranties of merchantability, fitness for a particular purpose or non-infringement.
8.2 In the event of malfunctions of the Platform, the User should contact NorSec by email at norsec.topcostura@gmail.com or by telephone at +351 226 009 852 (contact available between 09:00 and 17:00 GMT).
8.3 NorSec shall use reasonable efforts to resolve the identified issues, but does not guarantee that such issues will be resolved.
8.4 Each User is also responsible for adopting the necessary measures to protect their equipment and/or terminal device through which they access the Platform.

9. Price and Payment

9.1 The prices applicable to the Service are displayed and updated at all times on the NorSec Platform. The prices applicable to Orders submitted to NorSec are those in force on the date the Order is placed.
9.2 The prices displayed at the addresses referred to above include VAT.
9.3 When placing an Order, the User is redirected to the platform/interface of their payment service provider to confirm payment. NorSec shall only process the payment once the Order has been received at its facilities. Please note that it may take up to three (3) business days for the payment amount to be reflected in the User’s bank account balance.

Payments by debit or credit card will be accepted, using the details provided with the Order. If, for any reason, payment cannot be received, interest shall be charged at the statutory rate applicable at any given time. Interest shall accrue daily from the due date until the effective payment date of the outstanding amount.

10. Liability

10.1 Except in cases of wilful misconduct or gross negligence by NorSec, its representatives or agents, NorSec shall not be liable for any damages or losses that may result from the situations previously or subsequently mentioned in these Terms and Conditions, including but not limited to:
a) Devices used by the User to access the Platform (such as computers, tablets, mobile phones or similar devices);
b) Use or inability to use the Service or the Platform, including, without limitation, delays, interruptions, errors, interferences, suspension of communications, omissions, viruses, bugs, and breakdowns and/or malfunctions;
c) Delays or blockages in use caused by deficiencies or overloads of the Internet or other electronic systems;
d) Suspension, malfunction or unauthorised use of the servers on which the Platform is hosted;
e) Delays, interruptions, incorrect operation or malfunction of third-party systems and networks connected to the Platform;
f) Unlawful acts of third parties, including any acts or omissions of Service Providers, to the maximum extent permitted by law;
g) Possible security errors or failures arising from the use of outdated or insecure terminal equipment or browsers, failures resulting from electronic communications services used by the User, as well as from the activation of password storage mechanisms or user identification codes, or errors or inaccuracies resulting from their malfunction.

10.2 NorSec shall also not be liable, except in cases of wilful misconduct or gross negligence by NorSec, its representatives or agents, for any damages or losses resulting from any loss of colour, shrinkage or other damage suffered by the Items which, in addition to the situations already described in these Terms and Conditions, result from:
a) The User’s failure to notify NorSec of any special requirements or instructions regarding the washing or ironing of the Items;
b) Any packaging, bags, hangers or supports in which the Items are delivered to NorSec;
c) Normal wear and tear of the Items;
d) Inadequate quality of fabrics, buttons, zips or other materials used in the Items;
e) Lack of authenticity of colours and printed designs on the Items.
10.3 NorSec shall not be liable for damages or losses, including but not limited to loss of opportunity, loss of data or any other losses, where such losses are not directly or indirectly attributable to NorSec, and shall not be liable, in particular, for:
(i) errors, omissions or other inaccuracies in the information provided;
(ii) damages caused by the fault of third parties;
(iii) non-performance or defective performance resulting from compliance with judicial decisions or decisions of administrative authorities;
(iv) any loss of profit, income, contracts or savings, or any other indirect, incidental, special or consequential damages.
10.4 NorSec shall not be liable for delays in the performance of its obligations, definitive non-performance or defective performance thereof, if such failure results from Force Majeure Events.
10.5 In any event, NorSec’s liability shall be limited to the payment of compensation to the User in an amount corresponding to ten (10) times the value of the Order in the context of which the damage occurred.




Advertising on the Platform

11.1 NorSec may place AdWords and advertising (i.e. advertising announcements or other promotional or informational materials) on the Platform, as well as other types of useful information related to the Service or to other services provided by NorSec or by third-party companies. NorSec may also carry out promotional highlights.

11.2 Within the scope referred to above, NorSec may provide links to websites of other entities (“Sites”). These Sites do not belong to nor are operated or controlled by NorSec. Accordingly, NorSec is not responsible for, does not approve, nor in any way support or endorse the content of such Sites, or of any Sites linked to or referenced therein. The establishment of links does not, as a rule, imply the existence of any relationship between NorSec and the owner or operator of the website to which the link refers.

12. Management and Changes

12.1 NorSec is responsible for managing the Platform and may, at any time, update, modify or remove any content and functionalities made available, as well as change its presentation, configuration, options and features.
12.2 NorSec reserves the right, at any time, without prior notice and in accordance with its sole discretion, to update, remove or modify the configuration, options and functionalities of the Platform and access to the Service.
12.3 NorSec may, at any time, suspend, block, interrupt, restrict or discontinue part or all of the Service, or impose limitations on access, due to technical, commercial, legal or strategic reasons, or due to a breach of the terms of use by the User, including, but not limited to, the following cases:
a) When necessary to ensure the security, integrity, continuity or quality of the Platform or the Service;
b) When there are reasonable grounds to suspect fraudulent or abusive use of the Platform by the User or a third party (regardless of the User’s knowledge or consent), or when the User breaches these Terms of Use or their contractual or legal obligations;
c) In other duly justified circumstances, including when granting the right to use the Platform may cause NorSec to breach contractual, legal or regulatory obligations or when imposed by a decision issued by a competent authority;

d) If the use of the Platform or the User’s behaviour threatens the capacity or viability of the Platform or access to the Service by other Users, NorSec shall be entitled to protect the Platform in the manner it deems most appropriate.
12.4 NorSec reserves the right, at any time, to discontinue the Platform, in whole or in part.

13. Termination

13.1 NorSec reserves the right, at any time, to discontinue the Service, in whole or in part, after completion of the last Order placed by the User through the Platform.
13.2 The User may cancel any Order, under the terms described in the following clause, and may delete their account on the Platform directly through the Platform or by any other means accepted by NorSec at any given time.

14. Right of Withdrawal

14.1 The User has the right to withdraw from these Terms and Conditions with regard to a specific Order, without the need to provide any reason. The period for exercising the right of withdrawal shall expire fourteen (14) days from the day following the day on which the User places the Order with NorSec through the Platform, provided that the Service relating to that Order has not yet been fully performed.
14.2 In the event of withdrawal from these Terms and Conditions with regard to a specific Order, NorSec shall refund the payment made by the User without undue delay and, in any event, no later than fourteen (14) days from the date on which NorSec is informed of the User’s decision to withdraw. NorSec shall make such refunds using the same means of payment as used by the User in the initial transaction, unless expressly agreed otherwise. In any case, the User shall not incur any costs as a result of such refund, except with regard to the costs incurred by NorSec for the return of the Items, in accordance with the following clause.

14.3 The User shall bear the costs of returning the Items in the event of cancellation of an Order. NorSec shall invoice the User for such costs without undue delay after the return of the Items, and the User shall pay such invoice within fourteen (14) days after the return.

15. Final Provisions

15.1 NorSec may, at any time, update these Terms and Conditions, and the User shall be notified via the application, email or notice on the Platform.

15.2 These Terms and Conditions shall remain in force for an indefinite period and may be terminated by either party, with the corresponding legal effects.

15.3 These Terms and Conditions are governed by Portuguese law. In the event of a dispute, jurisdiction shall lie with the courts of the district of Porto. The User may also resort to the Porto Consumer Dispute Arbitration Centre or to the European Online Dispute Resolution platform, available at: https://ec.europa.eu/consumers/odr

15.4 These Terms and Conditions are personal and non-transferable, except in the event of acquisition or merger, in which case NorSec may assign its contractual position.

15.5 If any provision of these Terms and Conditions is deemed invalid by a competent court, such invalidity shall not affect the validity of the remaining provisions.

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Last updated: 24-06-2025

In case of any questions or the need for further clarification, the User may contact us by email at: norsec.topcostura@gmail.com