Dispute Resolution

Alternative Dispute Resolution for EU Residents

As a consumer, you have the possibility to contact a local alternative dispute resolution entity 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 resolving disputes, whether at national or international level, relating to 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 with the aim of facilitating an out-of-court settlement of the dispute. ADR means include arbitration centres, courts of 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 claims management) to which My Pharma Spot ® and the customer may resort to resolve disputes, if the customer chooses to do so. .

The ADR process is a low-cost, simple and fast procedure, which is beneficial for both consumers and traders, who will be able to avoid court costs and lengthy procedures.

How can I make a claim through the Alternative Dispute Resolution process?

If you want to make a complaint, contact the ADR entities – the one that has defined territorial competence, taking into account that an online purchase was 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/