Online Dispute Resolution

Dear customer, 

In the event of a dispute, any consumer residing in Portugal or in the European Union may submit a complaint to an official, neutral and independent entity. The European Online Dispute Resolution (ODR) platform provides all the information you need to file your complaint correctly.

If you are dissatisfied with your experience or a purchase made on our website, you may contact a Consumer Alternative Dispute Resolution (ADR) Entity. Below are some of the entities available for this purpose:

• Centro de Arbitragem de Conflitos de Consumo de Lisboa
• CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)
• CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
• European Commission (Online Dispute Resolution platform)

You can also submit any complaints or comments about the services provided by Mio Matcha by contacting us directly:

• Email: hello@mio-matcha.com

For more information about these procedures, we recommend visiting the website of the Direção-Geral do Consumidor at www.consumidor.pt.

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What is Alternative Dispute Resolution (ADR)?

Alternative dispute resolution gives consumers the possibility of turning to official bodies that help resolve any conflict with a trader before initiating court proceedings.

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What is the role of these entities in resolving disputes?

These entities act as mediators between the consumer and the trader. The mediator may:

• Propose a binding solution for both parties; or
• Help the consumer and the trader reach an amicable agreement.

Alternative dispute resolution is generally more economical, less formal and faster than traditional court proceedings.