Dispute Resolution
Dear customer,
In the event of a dispute, any consumer residing in Portugal or the European Union has the right to lodge a complaint with an official, impartial third-party entity. Within this framework, TIME-OUT provides all the information needed for you to exercise your right to file a complaint.
If for any reason you are dissatisfied with a purchase made in our online store, you can turn to an Alternative Dispute Resolution (ADR) entity for consumers, as listed below:
- Consumer Conflict Arbitration Center of Lisbon
- CIAB – Center for Consumer Information, Mediation, and Arbitration (Consumer Arbitration Court)
- CNIACC – National Center for Consumer Information and Arbitration of Conflicts
- European Commission
You can also formalize your complaints regarding purchases made in our online store by contacting TIME-OUT via email at geral@timeoutremove.com or through our support line +351 936 815 125, available from 09:00 to 18:00 on business days.
For more information about these processes, we also suggest consulting the Directorate-General for Consumer website: www.consumidor.pt.
What is alternative consumer dispute resolution?
It is a mechanism that allows all consumers to resort to official entities that can assist in resolving any conflict with a commercial entity without the need to initiate litigation in courts beforehand.
What is the role of these entities in conflict resolution?
These entities act as intermediaries between the consumer and the merchant who is the subject of the complaint. The intermediary may propose a solution to both parties or bring them together to reach a resolution. Alternative dispute resolution is generally less expensive, less formal, and quicker than the judicial route.
