ALTERNATIVE DISPUTE RESOLUTION FOR EU RESIDENTS
If your dispute cannot be resolved using our customer service team, you have the possibility to contact a local alternative dispute resolution authority regarding a dispute.
What is Alternative Dispute Resolution (ADR)?
Alternative dispute resolution is an out-of-court procedure for dispute resolution, whether at national or international level, relating to contractual obligations arising from sales contracts or service contracts between a trader established in the European Union and a consumer residing in the European Union, through the intervention of an ADR entity proposing or imposing a solution or bridging the gap between the parties with the aim of facilitating an out-of-court settlement of the Litigation. ADR means include arbitration centres, peace tribunals and public mediation systems and cover mediation, conciliation, and arbitration of consumer disputes in Portugal.
ADR entities are out-of-court entities and are a neutral party (i.e., a conciliator, mediator, arbitrator, provider or claims director) to which My Pharma Spot ® and the customer may appeal to resolve disputes if the customer chooses to do so.
The ADR process is a low-cost, simple, and fast procedure, so it is beneficial for both consumers and traders, who can avoid court costs and lengthy procedures.
How can I make a complaint through the alternative dispute resolution process?
If you wish to make a complaint, please contact the ADR entities – the one that has defined territorial jurisdiction considering that an online purchase has been made and that it corresponds to the consumer's area of residence. This ADR entity may also clarify any doubts you have about this process (under Article 18 of Decree-Law No. 144/2015 of September 8).
In case of any doubt, click here for more information.