Complaints and arbitration

Contact us directly

For service enquiries or suggestions, please preferably use the contact form. You may also contact [email protected]. Contacting us first does not limit the right to complain through legally available channels.

Online Complaints Book

TERACONDITION UNIP LDA. is registered on Portugal's official electronic Complaints Book platform. You may submit a complaint using the link available on this page.

Alternative resolution of consumer disputes

The applicable consumer alternative dispute resolution entity is CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, subject to statutory jurisdiction rules. Viseu office: Largo de Santa Cristina (Casa Amarela), 3500-181 Viseu; [email protected]; +351 232 451 135 (Portuguese fixed-line network call). Website: www.cniacc.pt.

For low-value consumer disputes covered by Article 14 of Portuguese Law No. 24/96 of 31 July, as amended, the consumer may expressly choose mandatory arbitration or mediation at a legally authorised centre. This regime applies regardless of whether the company has joined the centre under a full-membership arrangement.

Other competent entities

Another ADR entity may be competent depending on the dispute and location. Consult the current list from Portugal's Directorate-General for Consumers. These mechanisms do not prejudice access to courts under applicable law.