Dispute Resolution

Alternative Dispute Resolution for EU Residents

As a consumer, you have the option to contact a local alternative dispute resolution entity regarding a dispute that you have been unable to resolve directly with My Pharma Spot ®.

What is Alternative Dispute Resolution (ADR)?

Alternative dispute resolution is an out-of-court procedure for the resolution of national and cross-border disputes concerning contractual obligations stemming from sales or service contracts between a trader established in the European Union and a consumer residing in the European Union. This is achieved through the intervention of an ADR entity, which proposes or imposes a solution or brings the parties together with the aim of facilitating an out-of-court settlement. ADR methods include arbitration centres, justices of the peace, and public mediation systems, and cover mediation, conciliation, and arbitration of consumer disputes in Portugal.

ADR entities are extrajudicial bodies acting as a neutral party (i.e., a conciliator, mediator, arbitrator, ombudsman, or complaints board) to which My Pharma Spot ® and the customer may turn to resolve disputes, should the customer choose this route.

The ADR process is a low-cost, simple, and quick procedure, which is beneficial to both consumers and traders, as it allows them to avoid legal costs and lengthy proceedings.

How can I file a complaint through the alternative dispute resolution process?

If you wish to file a complaint, please contact the ADR entity that has territorial jurisdiction in your area of residence, bearing in mind that this is an online purchase. This ADR entity will also be able to clarify any questions you may have regarding this process (pursuant to Article 18 of Decree-Law no. 144/2015, of 8 September).

If you have any questions, you can also visit the Consumer Portal at https://www.consumidor.gov.pt/