Dispute resolution
Last updated: November 2026
This is a translation. In case of discrepancy between versions, the Portuguese version prevails.
1. Talk to us first
If something went wrong, write to [email protected]. We will reply and try to solve it directly.
2. Alternative dispute resolution (ADR)
In the event of a consumer dispute, the consumer may turn to the ADR body competent for the provider's area: CICAP - Centro de Informação de Consumo e Arbitragem do Porto (www.cicap.pt). In consumer disputes up to 5,000 euros, arbitration is mandatory for the provider when the consumer requests it (Article 14(2) of Portuguese Law 24/96, the Consumer Protection Act). The list of all ADR bodies is on the Consumer Portal (www.consumidor.gov.pt).
3. Complaints Book
You can file a complaint in the Electronic Complaints Book (Livro de Reclamações).
4. Courts
Without prejudice to the above, disputes may be brought before the courts, under the Terms and conditions and the mandatory consumer protection rules.