Complaints Book and dispute resolution

The formal routes when the platform's answer is not enough.

First, talk to us

Most problems are solved with a ticket. Open one with the order number and what happened.

Complaints Book

Like any provider in Portugal, we have an electronic complaints book. Access is at tugafreela.pt/livro-de-reclamacoes.

Complaints from professional users

The Terms provide a dedicated channel for professional users to complain about platform decisions — moderation, ranking, account suspension. You have the right to know the grounds of any moderation decision and to ask for it to be reviewed.

Courts and alternative resolution

No internal platform decision prevents either party from going to court, arbitration or any other legally available mechanism. As a consumer, you may also turn to the competent alternative consumer dispute resolution bodies.

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