1. Purpose
This notice is issued in accordance with Article 18 of Law no. 144/2015 of 8 September (Alternative Dispute Resolution in Consumer Disputes) and complementary provisions of Decree-Law no. 74/2017 of 21 June, informing consumers of the mechanisms available for the resolution of disputes with Lusoliv, Lda.
2. Internal Complaint Resolution
Where a consumer is dissatisfied with any aspect of a Booking or with the operation of the Platform, the recommended first step is to contact Lusoliv directly:
Email: contact@lusoliv.com
In-Platform complaint form
Lusoliv aims to acknowledge complaints within 2 business days and to provide a substantive response within 15 business days.
3. Electronic Complaints Book (Livro de Reclamações Eletrónico)
In accordance with Decree-Law no. 156/2005, Decree-Law no. 74/2017, and Portaria no. 201-A/2017, Lusoliv makes the Electronic Complaints Book available to consumers. Complaints submitted through the Electronic Complaints Book are automatically routed to the competent regulatory authority.
Access: www.livroreclamacoes.pt
Competent regulatory authority: Autoridade de Segurança Alimentar e Económica (ASAE) — for general consumer complaints.
Lusoliv undertakes to respond to complaints submitted through this channel within 15 business days, as required by law.
4. Alternative Dispute Resolution Entities
For disputes with a value up to the jurisdictional limit of the first instance courts (Alçada da Primeira Instância) and where the parties agree to submit to arbitration, the following officially recognised alternative dispute resolution entities are available to consumers:
4.1 Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC)
Address: Faculdade de Direito, Universidade Nova de Lisboa, Campus de Campolide, 1099-032 Lisboa
Telephone: +351 213 847 484
Website: www.cniacc.pt
Email: cniacc@fd.unl.pt
4.2 Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)
Address: Rua dos Douradores, 116, 2.º andar, 1100-207 Lisboa
Telephone: +351 218 807 030
Website: www.centroarbitragemlisboa.pt
For consumers resident in other regions of Portugal, further arbitration centres are available. The full list is maintained by the Direção-Geral do Consumidor at www.consumidor.pt.
5. European Online Dispute Resolution
Where the dispute arises from a service contracted online, the consumer may also access the European Online Dispute Resolution (“ODR”) platform, established by Regulation (EU) 524/2013, at:
ec.europa.eu/consumers/odr
Lusoliv’s contact email for ODR purposes is contact@lusoliv.com.
6. Portuguese Consumer Portal
General consumer information, including guidance on rights and the full list of ADR entities, is available at the Portuguese Consumer Portal (Direção-Geral do Consumidor):
www.consumidor.pt
7. Judicial Resolution
Without prejudice to the above alternatives, consumers retain the right to pursue disputes before the competent Portuguese courts. For consumers resident in another EU Member State, the rules on jurisdiction laid down in Regulation (EU) 1215/2012 apply.
8. Non-Consumer Users
This notice concerns disputes with consumers. Disputes with Providers acting in their professional capacity, or with other business Users, are addressed through the mechanisms set out in the Terms and Conditions of Use and in the applicable Provider Services Agreement.
9. Contact
Lusoliv, Lda
Rua Hermano Neves 18, Piso 3, Escritório 7, 1600-477 Lisboa, Portugal
contact@lusoliv.com