ALTERNATIVE DISPUTE RESOLUTION FOR EU RESIDENTS
As a consumer, you have the ability to contact a local alternative dispute resolution body regarding a dispute that you have not been able to resolve directly with My Pharma Spot ®.
What is Alternative Dispute Resolution (ADR)?
Alternative dispute resolution is an out-of-court procedure for settling disputes, whether at national or international level, concerning contractual obligations arising from sales contracts or service provision contracts between a trader established in the European Union and a consumer residing in the European Union, through the intervention of an ADR entity that proposes or imposes a solution or bridges the gap between the parties in order to facilitate an out-of-court settlement of the dispute. ADR means 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 entities being a neutral party (ie, a conciliator, mediator, arbitrator, provider or complaints management) to which My Pharma Spot ® and the customer may resort to resolve disputes, if the customer chooses this route. .
The ADR process is a low-cost, simple and quick procedure, so it is beneficial for both consumers and traders, who will be able to avoid legal costs and lengthy procedures.
How can I make a complaint through the alternative dispute resolution process?
If you wish to make a complaint, contact the ADR entities - the one that has defined territorial competence, taking into account that an online purchase will have been made and that corresponds to the consumer's area of residence. This ADR entity will also be able to clarify any doubts you may have about this process (under article 18 of Decree-Law nº 144/2015, of 8 September).
In case of any doubt, you can also consult the Consumer Portal at https://www.consumidor.gov.pt/