Terms and conditions
- General Information
In compliance with the provisions of Article 10 of Law 34/2002 on Information Society Services and Electronic Commerce (LSSI-CE), we hereby inform you that the Plenora (hereinafter, the “Platform”) is owned by VIVENIO RESIDENCIAL SOCIMI, S.A., with registered office at Calle María de Molina 54, 3rd floor, 28006 Madrid, and Tax Identification Number A-87805768, as well as by the companies in its group (collectively, “Vivenio”).
For any enquiries, users may contact us via email at: compliance@vivenio.com .
The language applicable to these Terms and Conditions is Spanish. Any version of these Terms and Conditions in a different language is provided by Vivenio for the user’s convenience and to aid understanding; however, these Terms and Conditions shall always be governed by the Spanish version.
- Purpose and scope
These Terms and Conditions govern access to, navigation of and use of the Platform, as well as the contracting of the services offered through it.
Use of the Platform implies express acceptance of these terms, as well as the Privacy Policy and the Cookies Policy. If the user does not agree, they must refrain from using it.
Through Plenora, Vivenio facilitates the management of bookings and stays at the accommodation marketed under this brand. - Access to and use of the Platform
Access to the Platform is, in general, free and unrestricted, although certain services may require prior registration or subscription.
The user undertakes to use the Platform in accordance with applicable regulations, these terms and generally accepted best practices. In particular, the user must not make unlawful use of the Platform, attempt to gain unauthorised access to Vivenio’s systems, introduce elements that may damage the Platform, or use its content without authorisation.
Vivenio may suspend, limit or interrupt access to the Platform for technical, maintenance or security reasons, without guaranteeing its continuous availability.
The Platform may include links to third-party websites, for which Vivenio accepts no responsibility. - User registration
Registration requirements. To access certain features of the Platform, in particular to make a booking, the user may be required to register at and create a personal account. Registration is restricted to natural persons over the age of eighteen (18) with full legal capacity, or to legal entities duly represented.
Registration details. The user must provide accurate, up-to-date and complete information during the registration process. The user declares that the information and details provided are accurate and truthful, and undertakes to notify Vivenio as soon as possible of any changes or corrections to their personal details via email at compliance@vivenio.com .
Confidentiality of credentials. The user is responsible for maintaining the confidentiality of their login credentials (username and password) and for any activity carried out through their account. In the event of unauthorised use of their account or any other breach of security, the user must notify Vivenio immediately.
Suspension and cancellation of the account. Vivenio reserves the right to suspend or cancel a user’s account, upon prior notification, in the event of a breach of these Terms and Conditions, fraudulent use of the Platform or any other justified cause.
- Booking and contracting process
Bookings are made via the process provided on the Platform, where the user may consult all relevant information in advance, including accommodation details, total price and applicable terms and conditions.
The booking will be confirmed when the user receives confirmation by email.
The availability of accommodation is subject to confirmation at all times. Vivenio may reject a booking request, in which case any amounts paid will be refunded.
Stays may be subject to different regulations depending on their nature and duration, including, where applicable, tenancy legislation or applicable tourism regulations. - Prices and payment methods
Prices are shown in euros and include applicable taxes, unless otherwise stated. The total price with the corresponding breakdown will be displayed during the booking process.
Payment is made via secure systems, in compliance with applicable regulations on payment services. Payment details are managed by specialist providers and are not stored directly by Vivenio.
Vivenio may change prices at any time, without affecting bookings that have already been confirmed.
- Cancellations and withdrawal
The cancellation and amendment conditions applicable to each booking will be indicated during the booking process and must be reviewed by the user before confirmation.
In general, the right of withdrawal does not apply to accommodation bookings with a fixed date, in accordance with consumer regulations.
Where applicable, the user may exercise this right within the statutory period by notifying Vivenio via the contact channels provided. - User obligations
The user undertakes to make proper use of the accommodation and the services booked, whilst observing the rules of coexistence and the terms of use of the property.
Furthermore, they must:
provide accurate information;
comply with the authorised number of occupants;
report any relevant incidents; and
pay the corresponding amounts
The user shall be liable for any damage caused by improper or negligent use. - Vivenio’s Liability
Vivenio shall be liable to the user in accordance with applicable regulations. In particular, Vivenio shall ensure that the accommodation offered through the Platform complies with the conditions described in the accommodation listing and with the requirements set out in the applicable regional regulations governing tourist accommodation or letting.
Vivenio accepts no liability whatsoever for:
Damages or losses arising from the User’s incorrect use of the Platform.
Interruptions, errors or failures in accessing the Platform due to causes beyond Vivenio’s control, including failures in communication networks or the user’s computer equipment.
Damage arising from viruses or computer elements introduced by third parties.
The content or services of third-party websites linked from the Platform.
Damages arising from force majeure, in accordance with Article 1105 of the Civil Code.
Vivenio’s liability towards users acting as consumers shall be limited in accordance with the provisions of the applicable consumer protection legislation.
Under no circumstances shall Vivenio be liable for any indirect damages, loss of profit or loss of opportunity that the user may suffer, except in cases where such liability is mandatory under applicable law. - Intellectual and industrial property
All content on the Platform, including text, images, designs and the Plenora brand, is the property of Vivenio or authorised third parties and is protected by intellectual and industrial property laws.
Access to the Platform does not confer any rights to exploit such content, and its use without authorisation is prohibited. - Personal data protection
Vivenio Residencial SOCIMI, S.A. and the companies within its Group act as joint controllers of the personal data collected via the Platform, as well as of data processed in the context of managing bookings, stays and the operation of the properties and associated services, having entered into the relevant joint controller agreement in accordance with Article 26 of the GDPR.
Personal data provided via the Platform will be processed for the purposes of managing bookings and stays, including the processing of identification and contact details, as well as data necessary for the management of the booking and stay, with the aim of processing, managing and executing the contractual relationship and carrying out the associated administrative and operational procedures.
Vivenio has appointed a Data Protection Officer (DPO), whom the user may contact regarding any matter relating to the processing of their personal data or the exercise of their rights, via email at compliance@vivenio.com.
Users may exercise their rights of access, rectification, erasure, restriction, objection and withdrawal of consent at any time by sending an email to compliance@vivenio.com or by writing to Vivenio’s postal address.
The user has the right to lodge a complaint with the Spanish Data Protection Agency (AEPD) if they consider that a breach has been committed regarding the processing of their personal data.
For full and detailed information on the processing of the user’s personal data, please refer to the Platform’s Privacy Policy, available via the link to the Privacy Policy, which forms an integral part of these Terms and Conditions. - Cookies
The Platform uses cookies and similar technologies to improve the user experience.
You can manage your preferences at any time via the cookie banner or the settings provided.
For further information, please refer to the Cookie Policy. - Commercial communications
Vivenio will only send commercial communications by electronic means where there is a legal basis for doing so, in accordance with applicable regulations.
Users may unsubscribe at any time via the mechanisms provided. - Minors
The Platform is intended for adults. Vivenio does not knowingly collect data from minors without legal authorisation.
- Changes to the Terms and Conditions
Vivenio may amend these terms at any time, in accordance with applicable regulations.
Amendments will not affect bookings already made. In any event, the conditions in force at the time the user makes each booking shall apply. - Partial invalidity
In the event that any clause of these Terms and Conditions is declared null and void or unenforceable, in whole or in part, by a ruling of any court, tribunal or competent administrative body, such nullity or unenforceability shall not affect the remaining clauses, which shall remain in full force and effect. The affected clause shall be deemed null and void and shall be replaced, as far as possible, by another valid clause that most closely approximates the content and purpose of the replaced clause. - Governing law and jurisdiction
These Terms and Conditions are governed by Spanish law, without prejudice to any mandatory consumer protection rules applicable in the user’s country of residence.
In the event of any dispute:
If the user is acting as a consumer, the courts and tribunals with jurisdiction shall be those designated in accordance with the applicable regulations.
If the user acts as a business or professional, the parties submit to the courts and tribunals of Madrid, unless otherwise provided by law.
- Dispute resolution
The user may submit complaints via compliance@vivenio.com , without prejudice to the right to resort to the dispute resolution mechanisms provided for in the applicable regulations.