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Thanks for visiting our store! During August and early Septembert Nelo will go into holidays, so you may experience delays when shipping the orders.
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NELO Shop

Customer Service

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Terms & Conditions

Payment Information

We use and trust Paypal as our payments gateway.

What is Paypal?

PayPal's service builds on the existing financial infrastructure of bank accounts and credit cards and utilizes the world's most advanced proprietary fraud prevention systems to create a safe, global, real-time payment solution. Read more

How does it work?

After confirming your order upon check-out in our online shop, you will be automatically forwarded to Paypal’s secure and encrypted website, and will be asked for your credit card information, or to sign in if you already have a Paypal account. Your order will then be processed and shipped as soon as possible. Read more

Is it safe?

We believe Paypal is the safest way to pay online. All information is encrypted with state-of-art 128-bit SSL technology. Read more

Is it available in my country?

Payment by Paypal is available for more than 190 countries and regions. Read more

Bank Transfer

After checking-out with your shopping cart, you will be given our bank account information you need to make the transfer. Please include your order number in the transfer description field. Unlike payment by credit card, if you choose to pay by bank transfer, your order will be on hold until total payment is confirmed. Products ordered will be reserved to you, but will only be shipped after payment is received or confirmed. To speed your order processing, send us a copy of the transfer receipt to shop@nelo.eu or fax it to +351 229272709.

Shipping Information

We ship by NACEX ( Porttugal and Spain), VPS and FEDEX (for the others countries), becausse we believe these ones are a good compromise between cost, speed, and reliability.

How long does it take till delivery?

  • Europe: 3 working days
  • U.S.A.: 4 working days
  • Australia, Canada, Japan: 5 working days
  • Rest of the world: 6 working days

How much does it cost?

Cost is based on size, volume and weight of the parcel. Each item has an associated weight, and the total weight of the shopping cart determines the shipping cost. Cost per item decreases for bigger orders.

Can I know cost before buying?
  • Login to your account (or create one), this way your country is selected.
  • Add/remove items from your shopping cart.
  • Click on shopping cart: cost is displayed at the bottom.

Is there a Tracking & Tracing number?

Yes, it’s provided when your order is shipped.

Returns & Replacements

And if I need to return some or all items?

Contact us, we will give you credit on the returning cost.

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1. SCOPE & APPLICATION

1.1. These conditions apply to all purchases of products (including, without limitation, hardware and/or software) ("products") or services ("services") which are sold through this website ("site") by: (a) Us, the Seller, M.A.R. Kayaks Lda., having a place of business at Rua das Alminhas, 4485-060 Canidelo VCD, VILA DO CONDE - PORTUGAL (references to "us", "we" or "our" being construed accordingly) to (b) you, the purchaser (references to "you" or "your" being construed accordingly).

1.2. By placing an order on this site you agree to abide by these conditions. If you are a 'consumer' (purchasing outside the scope of your business), then these conditions do not affect your statutory rights where these cannot be limited or excluded by applicable law.

1.3.
1.3.1. For products: up to seven (7) working days after the date of delivery of the products. As a consumer, you will have a legal "cooling off period" during which you may cancel your order for any reason without penalty. This period is:

1.4.
1.4.1. Where you order services, terminates if those services commence with your agreement before the cooling off period expires;

1.4.2. Where you order software, terminates if you unseal or use the software;

1.4.3. Does not apply to bespoke or customized products made specifically to your order.

Such right to cancel:
1.5. All cancellation notices must be in writing (including fax or email) and addressed: Email shop@nelo.eu.

The notice will be treated as given on the day it was delivered; date of email to the above address;

1.6. If you exercise the above right to cancel, you must take reasonable care of any product(s) in your possession and (at your cost) either: return them to us (or our authorised representatives) or make them available to be collected (as requested). If you have paid in advance, you will be refunded within 30 days of giving the cancellation notice;

1.7. This applies in addition to any rights you have under the applicable returns policy on this site and the conditions below. If you require more information on your rights, you should contact customer support.

 

2. OFFER, ACKNOWLEDGE AND ACCEPTANCE

2.1. Any prices, quotations and descriptions made or referred to on this Site are subject to availability, do not constitute an offer and may be withdrawn or revised at any time prior to our express acceptance of your order (as described below);

2.2. While we make every effort to ensure that items appearing on the Site are available, we cannot guarantee that al items are in stock or immediately available when you submit your order. We may reject your order (without liability) if we are unable to process or fulfil it. If this is the case, we will refund any prior payment that you have made for that item;

2.3. An order submitted by you constitutes an offer by you to us to purchase Products or Services on these Conditions and is subject to our subsequent acceptance;

2.4. Prior to such acceptance, an automatic e-mail acknowledgment of your order may be generated. Please note that any such automatic acknowledgment does not constitute a formal acceptance of your order;

2.5. Our acceptance of your order takes effect and the contract concluded at the point where such offer is expressly accepted by us dispatching your order/commencing Services and accepting your credit card or other payment ("Acceptance");

2.6. We may keep records of orders received, acknowledgments, acceptances and other contract records for a reasonable period after Acceptance. We may be able to provide you with copies on written request; however you must make sure you print a copy of all such documents and these Conditions for your own records.

 

3. REPRESENTATIONS

3.1. You represent that information provided by you when placing your order is up-to-date materially accurate and is sufficient for us to fulfill your order. You also represent that you have legal capacity to enter into a contract;

3.2. You are responsible for maintaining and promptly updating your account information with us for accuracy and completeness and keeping such information (and any passwords given to you for the purposes of accessing the Site and/or purchasing Products) secure against unauthorised access. 3.3 Unless agreed otherwise or required by applicable law, any warranties provided in relation to Products or Services only extend to you on the understanding that you are a user and not a reseller of those Products or Services;

3.4. No warranty, commitment or any other obligation should ever be assumed by you on our behalf or on behalf of a Product manufacturer, licensor or supplier without our express prior written consent.

 

4. PRICE AND TERMS OF PAYMENT

(NOTE: WE CANNOT CONFIRM PRICES PRIOR TO ACCEPTANCE OF YOUR ORDER)

4.1. Prices payable for Products or Services are those in effect at the time of dispatch or delivery, unless otherwise expressly agreed. Prices may be indicated on the Site or an order acknowledgment but the authoritative price in the event of any discrepancy, is the price that is notified to you on our Acceptance;

4.2. Prices (unless stated otherwise) are in the currency quoted on the Site and remain valid for 30 days;

4.3. We have the right at any time prior to our Acceptance to withdraw any discount and/or to revise prices to take into account increases in costs including (without limitation) costs of any materials, carriage, labor or the increase or imposition of any tax, duty or other levy and any variation in exchange rates. We also reserve the right to notify you of any mistakes in Product descriptions or errors in pricing prior to product dispatch. In such event if you choose to continue with fulfillment of the order, you acknowledge that the Product or Service will be provided in accordance with such revised description or corrected price;

4.4.
4.4.1. exclusive of the costs of shipping or carriage to the agreed place of delivery within the Territory (charges for which are stated on the Site); and

4.4.2 inclusive of VAT. Any other tax or duty (where applicable) must be added to the price payable; You agree to pay for shipping or carriage of Products as such costs are specified by us at the point of purchase;

4.5. Payment shall be made prior to delivery and by such methods as are indicated on the Site (and not by any other means unless we have given our prior agreement);

4.6. Except as expressly provided elsewhere in these Conditions or the Site, payment may be taken in full notwithstanding any claim for short delivery or defects;

4.7. We will charge credit or debit cards on dispatch of the Product or commencement of Services. We reserve the right to verify credit or debit card payments prior to Acceptance;

4.8. Where the payment is invoiced, each invoice shall be due on and made in full within thirty (30) days of the date of relevant invoice. If at any time you fail to pay any amount due on the relevant due date, we may by notice declare all invoiced amounts unpaid at that date to be immediately due and payable;

4.9. No counterclaim or set-off may be deducted from any payment due without our written consent. We may also take action against you for the price of Products at any time after payment has become due even though property in those Products may not yet have passed to you;

4.10. Any extension of credit allowed to you may be changed or withdrawn at any time. Interest shall be chargeable on overdue amounts accruing on a daily basis at the maximum amount permitted under applicable law from the due date for payment until our receipt of the full amount (whether before or after judgement). You shall indemnify us on demand against any out of pocket expenses incurred in relation to recovery of any overdue amounts.

 

5. TERMINATION

5.1.
5.1.1.stop any Products in transit; and/or
5.1.2 suspend further Product deliveries; and/or
5.1.3 stop or suspend provision of Services; and/or
5.1.4 by written notice to terminate your order and all or any other contracts between us and you.

*If you commit an act of bankruptcy or enter into a deed of arrangement with creditors or a court order for winding-up is made against you or you take or suffer any similar action in consequence of debt or we have cause to believe that you are unable to pay your debts as they fall due; or you fail to pay any amount by the due date or breach any of these Conditions then, without prejudice to any of our other rights, we may:

 

6. DELIVERY AND RISK

6.1. Delivery timescales/dates specified on the Site, in any order acknowledgment, acceptance or elsewhere are estimates only. While we endeavor to meet such timescales or dates, we do not undertake to dispatch Products and/or commence Services by a particular date or dates and shall not be liable to you in respect of delays or failure to do so;

6.2. Delivery shall be to a valid address within the Territory submitted by you and subject to Acceptance ("Delivery Address"). You must check the Delivery Address on any acknowledgement or acceptance we provide and notify us without delay of errors or omissions. We reserve the right to charge you for any extra costs arising from changes you make to the Delivery Address after you submit an order;

6.3.
6.3.1. We shall be entitled to immediate payment in full for the Products or Services delivered and either to effect delivery by whatever means we consider appropriate or to store Products at your risk;

6.3.2. You shall be liable pay on demand all costs of Product storage and any additional costs incurred as a result of such refusal or failure to take delivery;

6.3.3. We shall be entitled 30 days after the agreed date for delivery to dispose of Products in such manner as we determine and may set off any proceeds of sale against any sums due from you;

If you refuse or fail to take delivery of Products provided in accordance with these Conditions, any risk of loss or damage to the Products shall nonetheless pass and without prejudice to any other rights or remedies we have:

6.4. Except to the extent required as a result of any mandatory rights you have as a consumer under applicable law, you shall not be entitled to reject the Products in whole or in part by reason of short delivery and shall pay in full notwithstanding short delivery or non-delivery unless you notify us in writing of any claim within 7 days of the latest of the date of receipt of the relevant invoice or delivery whereupon you shall pay for the quantity actually delivered;

6.5. Where we deliver Products by installments, each installment constitutes a separate contract and any defect in any one or more installments shall not entitle you to repudiate the contract as a whole nor to cancel any subsequent installment;

6.6. Save as otherwise provided in these Conditions, risk of loss of or damage to the Products passes to you on delivery or when placed in your possession or that of any carrier or transport provided by you, whichever shall occur first.

 

7. REJECTION, DAMAGE OR LOSS IN TRANSIT

7.1. You are responsible for checking Products upon delivery and verifying that they are in satisfactory condition, in accordance with their description and complete. You may return purchased Products in accordance with these Conditions or any applicable Returns Policy referred to on the Site.

7.2.
7.2.1.
(a) damage to or loss of Products or any part thereof in transit (where the Products are carried by our own transport or by a carrier on our behalf) where notified to us within 5 working days of receipt of the Products;
(b) defects in Products (not being defects caused by any act, neglect or default on your part) notified in writing to us within 30 days of receipt of the Products;
(c) defective performance of Services (not being defects caused by any act, neglect or default on your part) where notified in writing to us within 5 days of such defect becoming apparent. we shall not be liable and you shall not be entitled to reject Products or Services, except for:

7.2.2 we shall not be liable for any damage or losses arising from defective installation of the Products; from the use of the Products in connection with other defective, unsuitable or defectively installed equipment; your negligence; improper use or use in any manner inconsistent with the manufacturer's specifications or instructions. Except as set out above or under any applicable Returns Policy and subject to any rights you have under applicable law that cannot be excluded or limited by these Conditions.

 

8. LIABILTY LIMITATION

8.1. To the maximum extent legally permitted, our aggregate liability (whether for negligence, breach of contract, misrepresentation (except, if fraudulent) or otherwise) shall in no circumstances exceed the cost of the defective, damaged or undelivered products or services (determined by net price invoiced/charged to you) in respect of any single occurrence or series of occurrences. even if advised of the same, we shall not be liable for:

8.1.1. Special, punitive, incidental, indirect, or consequential damages; or

8.1.2 Your inability to make orders or loss of income, revenue, profits, contracts, data, goodwill or savings.

To the maximum extent legally permitted, our aggregate liability (whether for negligence, breach of contract, misrepresentation (except, if fraudulent) or otherwise) shall in no circumstances exceed the cost of the defective, damaged or undelivered products or services (determined by net price invoiced/charged to you) in respect of any single occurrence or series of occurrences. even if advised of the same, we shall not be liable for:

8.2. Subject to any express provisions to the contrary set out in these conditions, all terms, conditions, warranties and representations (express or implied by statute, common law or otherwise) are hereby excluded. we shall not be liable for any loss, damage or injury whether resulting from defective material, faulty workmanship, or otherwise howsoever arising and whether or not caused by our (or our employees' or agents' negligence) except to the extent that applicable law prohibits exclusions or limitations of liability for intentional torts or gross negligence or other 'wrongs';

8.3. We do not exclude liability for (1) death or personal injury caused by our negligence (or that of our employees or authorised representatives) or (2) fraud. the following addtional conditions apply to 'consumers' (purchasing products otherwise than in the course of a business):

8.4. Nothing in these conditions shall or be construed as limiting or excluding our liability or a manufacturer's, licensor's or supplier's liability to you, where under mandatory laws applicable in your territory, such liability cannot be excluded or limited by contract;

8.5. These conditions do not affect your statutory rights under applicable consumer laws. you may assert such rights at your discretion.

 

9. RETENTION OF TITLE

9.1 Title to Products in any one order shall not pass from us to you until payment in full of the price in respect of such order (including any interest or other payments due in respect of those Products). Until payment has been made in full for any Products, you shall have possession of those Products as our agent and shall (subject to the provisions of Condition 10.2 below) store the Products in such a way as to enable them to be readily identified as our property, and keep proper and accurate records to enable us to distinguish Products for which payment has been made in full from those Products for which payment is outstanding;

9.2 If you sell any Products, to the fullest extent permitted by law, you shall hold (on a fiduciary basis) all proceeds of such sales in trust for us and in a separate account. You undertake immediately upon being so requested by us to assign to us all rights in respect of those proceeds and that separate account and/or all rights and claims which you may have against any customers arising from such sales until payment is made in full as aforesaid and not to assign such rights and claims to any third party without our prior written consent;

9.3 We reserve the right (subject to applicable law) to repossess any Products in respect of which payment is overdue, declined or lapses and thereafter to re-sell the same and for this purpose, you hereby grant us an irrevocable right and license to our servants and agents to enter upon your premises during normal business hours. This Condition 10.3 shall continue in force notwithstanding termination of the contract howsoever caused.

 

10. THIRD PARTY RIGHTS

10.1. You shall indemnify us against any and all liabilities, claims and costs incurred by or made against us as a direct or indirect result of us performing Services or carrying out any work on or to the Products where this has been done to your (or your representative's) specific requirements or specifications causing an infringement or alleged infringement of any proprietary rights of any third party;

10.2. To the fullest extent permitted by law and save where expressly set out in any License Terms or elsewhere, we shall have no liability to you in the event of the Products or Services infringing or being alleged to infringe the proprietary rights of any third party. In the event that the Products are or may be the subject of patent, copyright, database right, registered design, trade mark or other rights of any third party, you should refer to the relevant terms of the Product manufacturer and/or licensor/owner. We shall be obliged to transfer to you only such right or title as we have.

 

11. WARRANTY

11.1. All Product specifications, illustrations, drawings, particulars, dimensions, performance data and other information on the Site or made available by us are intended to represent no more than a general illustration of the Products and do not constitute a warranty or representation by us that the Products will conform with the same. You must refer to the manufacturer's specifications or warranty documentation to determine your rights and remedies in this regard;

11.2. You will have the benefit of the manufacturer's, licensor's or supplier's warranty with the Products supplied and should refer to the relevant documentation supplied with the Product in this regard. (If applicable, a Returns Policy may also set out procedures applicable to repairs or replacement of defective Products delivered.)

11.3.
11.3.1 Products have been repaired or altered by persons other than the manufacturer, us or any authorised dealer; and/or

11.3.2 defective Product or Products have not been returned together with full details in writing of the alleged defects within 30 days from the date on which such Your rights of repair or replacement of any Products or any part or parts thereof which are found to be defective will (except where agreed otherwise) be negated or rendered void where:

 

12. CONSENTS, CUSTOMS DUTIES AND EXPORT

Products were delivered; and/or
12.1.1. Defects are due (wholly or partially) to mistreatment, improper use or storage or maintenance or installation, or failure to observe any manufacturers' instructions or other directions issued or made available by us in connection with the delivered Products;

12.1.2. If any license or consent of any government or other authority is required for the acquisition, carriage or use of the Products by you, you shall obtain such licence or consent at your own expense and if necessary produce evidence to us on demand. Failure so to do shall not entitle you to withhold or delay payment of the price. Any additional expenses or charges incurred by us resulting from such failure shall be met by you;

12.2 Products licensed or sold to you under these Conditions may be subject to export control laws and regulations in the Territory or other relevant jurisdiction where you take delivery or use them. You shall be responsible for complying with those laws and will not do anything to breach them;

12.3 Items entering the European Economic Area (EEA) from outside over a certain value may be subject to customs charges (e.g. where costs are in excess of your personal import allowance). You may be subject to customs charges, import duties and taxes, levied when the Product reaches your specified destination. Any such additional charges for customs clearance or import duties or taxes must be met by you, since we have no control over what these charges are. You should contact the local customs office in the relevant jurisdiction for further information on customs policies or duties.

 

13. NOTICES

13.1
13.1.1. In relation to hand delivery, on the date of delivery at the relevant address (or, if this is not a working date, the first working date thereafter);

13.1.2. If posted, 5 working days after the date of posting;

13.1.3. If by fax, on the date of the transmission as evidenced by a successful transmission contact report (or, if this is not a working date, the first working date thereafter);

13.1.4. If sent by email, on the earliest of (i) the email being acknowledged by the recipient as received; (ii) receipt by the sender of an automated message indicating successful delivery or the email having been opened; or (iii) the expiry of 48 hours after transmission, provided that the sender has not received notification of unsuccessful transmission.

Any notice or other communications in relation to our contract may be given by sending the same by hand delivery, pre-paid post, fax or e-mail to the latest address and contact that one party has notified in writing to the other. This will also be the address for service of legal proceedings in the manner prescribed by law. Except as set out above in relation to cancellation of consumer orders, such notices or communications (where properly addressed) shall be considered received.

 

14. PERSONAL INFORMATION AND YOUR PRIVACY

14.1 We will observe applicable data protection laws and will not use information that does or can be used to personally identify you ("Personal Data") you other than as set out in our Privacy Statement ("Privacy Statement"). By submitting your Personal Data in relation to your order, you consent to such Personal Data being processed to fulfill your order and in accordance with such Privacy Statement.In relation to security of orders that you place with us:

 

15. GENERAL

15.1. You shall not assign, transfer, charge or make over or purport to assign transfer charge to make over your rights under these Conditions

15.2. We shall not be liable to you nor held in breach of contract for any loss or damage which may be suffered as a direct or indirect result of us being prevented, hindered or delayed in the performance by reason of any circumstances beyond our reasonable control including (but not limited to) any act of God, war, riot, civil commotion, government action, explosion, fire, flood, storm, accident, strike, lock-out, trade dispute or labor disturbance, breakdown of plant or machinery, interruption in the supply of power or materials and in such event we may elect to cancel your order and refund any payments made.

15.3. You acknowledge that these Conditions supersede and cancel all previous contracts, agreements and working arrangements whether oral or written, express or implied, between us. These Conditions prevail over any other terms or conditions contained in or referred to elsewhere or implied by trade, custom or course of dealing. Any purported terms or conditions to the contrary are hereby excluded to the fullest extent legally permitted. To the fullest extent permitted under applicable law, we reserve the right to modify these Conditions without notice.

15.4. No relaxation, forbearance, delay or indulgence by either you or us in enforcing any of these Conditions or the granting of time by either party to the other shall prejudice or restrict such rights and powers.

15.5. No waiver of any term or condition of these Conditions shall be effective unless made in writing and signed by us. The waiver of any breach of any Condition shall not be construed as a waiver of any subsequent breach or condition.

15.6.
15.6.1. These Conditions will not be affected in other jurisdictions to the extent that such determination or finding has no application; and

15.6.2. In the relevant jurisdiction, the remainder of these Conditions (to the fullest extent permitted by law) will continue in full force and effect.

If for any reason we determine or a court of competent jurisdiction finds that any provision or portion of these Conditions to be illegal, unenforceable, or invalid under applicable law in a particular jurisdiction:

 16. GOVERNING LAW AND JURISDICTION

16.1 The construction validity and performance of these Conditions shall be governed by Portuguese Law and the parties submit to the exclusive jurisdiction of the Portuguese Courts in the event of legal proceedings arising from any dispute;

16.2 The languages of any dispute resolution procedure or any proceedings will be English and Portuguese;

16.3 The above Conditions 17.1 and 17.2 shall not apply to the extent that applicable law in your country of residence requires application of another law and/or jurisdiction and/or language and this cannot be excluded by contract.

 

In case of consumer litigation, the consumer can resort to the european dispute resolution  platform which is available at https://webgate.ec.europa.eu/odr.  

For further information and in order to know the alternative dispute resolution responsibles authorities, that are registered, please, consult the consumer portal at www.consumidor.pt.  The alternatives authorities for the resolution of disputes are the following ones:

 

CNIACC-Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

Generic competence

Email: cniac@unl.pt

Web: http://www.arbitragemdeconsumo.org

 

Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve

Geographical area covered- It deals with all the protocols which are handle in the district of Faro.

Email: apoio@consumidoronline.pt

Web: http://www.consumidoronline.pt/

 

Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra

Geographical area covered- It deals with all the protocols which are handle in the county of Arganil, Cantanhede, Coimbra, Condeixa-a-Nova, Figueira da Foz, Góis, Lousã, Mira, Miradas do Corvo, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure, Tábua, Vila Nova de Poiares.

Email: geral@centrodearbitragemdecoimbra.com

Web: http://www.centrodearbitragemdecoimbra.com

 

Centro de Arbitragem de Conflitos de Consumo de Lisboa

Geographical area covered- It deals with all the protocols which are handle in all Lisbon: Lisboa, Alcochete, Amadora, Azambuja, Barreiro, Cascais, Lisboa, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Setúbal, Sintra e Vila Franca de Xira.

Email: juridico@centroarbitragemlisboa.pt/diretor@centroarbitragemlisboa.pt

Web: http://www.centroarbitragemlisboa.pt

 

Centro de Informação de Consumo e Arbitragem do Porto

Geographical area covered- It deals with all the protocols which are handle in all Porto: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Coimbra, Valongo, Vila do Conde e Vila Nova de Gaia.

Email: cicap@mail.telepac.pt

Web: http://www.cicap.pt

 

Centro de Arbitragem de Conflitos de Consumo do Ave/Tribunal Arbitral

Geographical area covered- It deals with all the protocols which are handle in the county of Cabeceiras de Basto, Fafe, Felgueiras, Guimarães, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vila do Conde, Vila Nova de Famalicão, Vizela, Vieira do Minho e Vizela.

Email: triave@gmail.com

Web: triave@gmail.com  

 

CIAB- CENTRO DE INFORMAÇÃO, ARBITRAGEM E CONFLITOS DO CONSUMO

It deals with all the protocols which are handle in the geographical area of Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Póvoa do Lanhoso, Terras do Bouro, Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho e Vila Verde.

 Email: geral@ciab.pt

Web: http://www.ciab.pt