Legal Notice, Terms & Privacy

Legal Notice / Impressum

Effective Date: 03 October 2026

Le Petz Hotel das Mascotes Lda. operates a pet accommodation and care business in Madeira, Portugal.

The business operates in accordance with applicable Portuguese and regional requirements concerning animal welfare, veterinary matters, consumer protection and data protection.

Where required by law, the business maintains the applicable registration, prior notification and/or administrative authorization with the competent authorities.

Livro de Reclamações – Customer Complaints

Customers may contact Le Petz for general questions or complaints by email at info@lepetz.com.

The legally required Livro de Reclamações is available at the establishment.

The Livro de Reclamações Eletrónico is also available through the official Portuguese platform:

Livro de Reclamações Eletrónico

The email address is an additional communication channel and does not replace the legally required Livro de Reclamações. The electronic Livro de Reclamações has the same validity as the physical complaints book.

Alternative Dispute Resolution

Consumers may use the applicable Portuguese alternative dispute resolution mechanisms.

For consumer disputes within its jurisdiction in Madeira:

The CACC RAM is the regional public consumer dispute-resolution entity for disputes within its jurisdiction.

Mandatory consumer rights remain unaffected.

Website Content

Le Petz Hotel das Mascotes Lda. is responsible for its own website content within the limits of applicable law.

The website may contain links to external websites. Le Petz is not responsible for the content or privacy practices of third-party websites.

All content created by Le Petz is protected by applicable copyright law unless otherwise stated.

Contact

For legal, contractual, privacy or general enquiries:

Terms & Conditions

Pet Accommodation & Care

Effective Date: 03 October 2026

1. Booking

A booking is made on the basis of the information provided by the owner or an authorized person.

The customer confirms that they are the owner or legally authorized person responsible for the animal and that all information relevant to the animal's care is complete and accurate.

2. Health & Admission

The owner must provide accurate information concerning the animal's:

• identification and microchip, where applicable;
• vaccination status;
• health and medical condition;
• medication;
• diet and feeding requirements;
• behavioural characteristics;
• aggression, fear or anxiety;
• contagious diseases or suspected illness.

Le Petz may refuse admission, require separation or discontinue a stay where reasonably necessary for the health, safety or welfare of the animal, other animals, customers or staff.

3. Care & Activities

Le Petz provides reasonable professional care appropriate to the agreed service.

Activities, play and socialization with other animals are provided only where considered appropriate for the individual animal.

Le Petz may restrict, modify or stop socialization, group activities or other interactions whenever reasonably necessary for safety or animal welfare.

4. Veterinary Emergencies

If an animal becomes ill or is injured, Le Petz may contact a veterinarian and arrange appropriate veterinary care where reasonably necessary.

If the owner cannot be reached in time, the owner authorizes Le Petz to take reasonable emergency measures in the animal's interest.

Veterinary, medication, transport and other third-party costs are payable by the owner, except where such costs are legally attributable to Le Petz.

5. Fees & Additional Services

The customer is responsible for the agreed booking price and for additional services requested or reasonably required during the stay.

Additional charges may apply for:

• extended stays;
• late collection;
• special care;
• medication administration;
• veterinary treatment;
• transport;
• grooming;
• other separately requested services.

6. Collection & Late Collection

The animal must be collected on the agreed date and at the agreed time.

Late collection may result in additional charges.

If the owner cannot be reached, Le Petz may take reasonable measures to ensure the animal's continued care and safety and, where necessary, contact the appropriate authorities.

Failure to collect an animal does not automatically transfer ownership to Le Petz.

7. Behaviour & Damage

The owner must disclose any known behaviour that could reasonably present a risk to people, animals or property.

Le Petz may separate an animal or discontinue activities where necessary for safety.

The owner remains responsible for damage caused by their animal to the extent provided by applicable law.

8. Liability

Le Petz is not responsible for loss, illness, injury or damage resulting from pre-existing conditions, undisclosed health or behavioural problems, or ordinary risks inherent in animal accommodation and interaction, except where Le Petz is legally responsible.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

9. Records & Authorities

Le Petz may maintain records necessary for the operation of the business and for animal welfare, veterinary, tax, accounting and legal requirements.

Where required or legally permitted, relevant information may be provided to competent veterinary, regulatory, public or law-enforcement authorities.

Only information reasonably necessary for the relevant purpose will be disclosed.

10. Personal Data & Lovable

Customer and animal information is processed in accordance with the Le Petz Privacy Policy.

Le Petz uses Lovable as part of its internal booking and operational application.

Customer information entered into the application may therefore be stored, processed or transmitted through the relevant technical infrastructure.

Le Petz uses customer information primarily for:

• booking administration;
• communication concerning the booking;
• appropriate animal care;
• veterinary and emergency requirements;
• legal, accounting and tax obligations;
• legally required reporting to competent veterinary or other authorities.

Le Petz does not sell customer information or use booking information for unrelated advertising.

Where applicable, Lovable processes Customer Personal Data on behalf of Le Petz under the applicable data processing agreement. Lovable may separately process certain Service Data, Log Data, aggregated or de-identified data in accordance with its applicable contractual and privacy terms.

11. Governing Law

These Terms are governed by Portuguese law, subject to mandatory consumer protection rights applicable to the customer.

Privacy Policy

Effective Date: 03 October 2026

1. Data Controller

Le Petz is responsible for the processing of personal data described in this Privacy Policy.

2. Data We May Process

Depending on the booking and services requested, we may process:

Customer data

• name;
• telephone number;
• email address;
• NIF and billing information where required;
• booking information;
• communications with Le Petz.

Animal data

• name;
• species;
• identification and microchip information where applicable;
• vaccination information;
• relevant health information;
• medication;
• diet;
• behavioural information;
• care instructions;
• stay dates;
• relevant incidents and veterinary information.

We only request information reasonably necessary for the relevant service or legal obligation.

3. Purposes of Processing

Personal data may be processed to:

• manage and fulfil bookings;
• communicate with customers;
• provide appropriate and safe animal care;
• respond to veterinary emergencies;
• administer medication or special care;
• comply with animal-welfare and veterinary requirements;
• comply with accounting, tax and other legal obligations;
• provide information or reports to competent authorities where legally required or permitted;
• establish, exercise or defend legal claims;
• maintain the security and proper operation of our systems.

Le Petz does not sell customer personal data.

Booking information is not used for unrelated advertising.

4. Legal Bases

Depending on the circumstances, processing is based on:

• performance of a contract or steps requested before entering into a contract;
• compliance with a legal obligation;
• legitimate interests where permitted by law;
• consent where consent is legally required.

Where health information or other special-category data is processed, Le Petz applies the additional requirements of applicable data protection law.

5. Lovable

Le Petz uses Lovable for its internal booking and operational application.

Personal data entered into the application may be processed through Lovable's technical infrastructure.

Where applicable, Lovable processes Customer Personal Data on behalf of Le Petz under the applicable Data Processing Agreement.

Lovable's current documentation also distinguishes Customer Personal Data from Service Data, Log Data and aggregated or de-identified data that may be processed for specified service, security, billing, analytics or product-related purposes.

Le Petz does not instruct Lovable to sell customer information or use customer booking data for unrelated advertising.

6. Other Service Providers

Where necessary, data may be processed or disclosed to:

• IT, hosting and software providers;
• payment and accounting providers;
• veterinarians and veterinary service providers;
• professional advisers;
• competent public, veterinary or regulatory authorities;
• other service providers necessary to provide the agreed service.

Third parties receive only information reasonably necessary for the relevant purpose, subject to applicable law.

7. Veterinary & Regulatory Reporting

Where Portuguese law or applicable veterinary or animal-welfare requirements require information to be reported or made available to competent authorities, Le Petz may provide the necessary information.

Such disclosure is limited to information reasonably necessary for the relevant legal or regulatory purpose.

8. Cookies

The website may use technically necessary cookies.

If non-essential analytics, advertising or tracking technologies are introduced, they will be used in accordance with applicable law and, where required, after obtaining appropriate consent.

9. Data Retention

Personal data is retained only for as long as necessary for the purposes for which it was collected and for applicable legal, accounting, tax, veterinary and record-keeping obligations.

When data is no longer required, it will be deleted or anonymized where reasonably possible.

10. Your Rights

Subject to applicable law, customers may have the right to:

• access their personal data;
• request correction;
• request deletion;
• request restriction of processing;
• object to certain processing;
• request data portability where applicable;
• withdraw consent where processing is based on consent.

Requests may be sent to:

info@lepetz.com

Le Petz may request sufficient information to verify the identity of the requester.

Customers also have the right to lodge a complaint with the Portuguese data protection authority (CNPD).

11. Data Security

Le Petz applies reasonable technical and organizational measures designed to protect personal data against unauthorized access, loss, misuse, alteration or disclosure.

No internet-based system can guarantee absolute security.

12. Changes to this Privacy Policy

This Privacy Policy may be updated where necessary to reflect changes in the business, technology or applicable legal requirements.

The current version published on the Le Petz website applies from its stated effective date.

Pet Owner Responsibility Declaration

Effective Date: 03 October 2026

By making a booking with Le Petz Hotel das Mascotes Lda., the owner or authorized person confirms that:

• they are the owner or legally authorized person responsible for the animal;
• all information provided about the animal is complete and accurate;
• all relevant information concerning health, vaccinations, medication, diet and behaviour has been disclosed;
• any known aggression, fear, anxiety, illness, injury, contagious disease or other safety-relevant condition has been disclosed;
• Le Petz may obtain appropriate veterinary assistance in an emergency if the owner cannot be reached in time;
• veterinary and related third-party costs are the owner's responsibility, except where applicable law makes Le Petz responsible;
• socialization and interaction with other animals may involve inherent risks, and Le Petz may decide whether socialization or group activities are appropriate for the individual animal;
• the animal will be collected on the agreed date and time and applicable late-collection charges may apply;
• customer and animal data may be processed for booking administration, communication, animal care, veterinary requirements, legal obligations and legally required reporting;
• Le Petz uses Lovable as part of its internal booking and operational application.

Acceptance

By making a booking, I confirm that I have read, understood and accepted these Terms & Conditions, the Privacy Policy and this Pet Owner Responsibility Declaration.

I confirm that the information I have provided about myself and my animal is complete and accurate.

A booking constitutes acceptance of these conditions, subject to applicable mandatory consumer and data-protection rights.