Consumer Dispute Resolution
The competent entity for alternative dispute resolution, should any issue arise with your booking.
1. Alternative Consumer Dispute Resolution
Under Portuguese Law no. 144/2015, of 8 September, we inform you that, in the event of a consumer dispute relating to your booking or stay at InnEsposende Sports Hostel, you may turn to an Alternative Dispute Resolution (ADR) entity for consumer disputes.
2. Competent entity
The ADR entity with territorial jurisdiction over the location of our establishment (Esposende) is:
CIAB — Centro de Informação, Mediação e Arbitragem de Consumo (Consumer Arbitration Court)
Rua D. Afonso Henriques, 1
4700-030 Braga, Portugal
Phone: +351 253 617 604
Email: [email protected]
Website: www.ciab.pt
You can consult the full list of recognised ADR entities in Portugal on the Consumer Portal: www.consumidor.gov.pt.
3. EU Online Dispute Resolution platform
The European Commission closed the Online Dispute Resolution (ODR) platform on 20 July 2025, and it is therefore no longer available. EU consumers should contact the competent ADR entity listed above, or the trader, directly.
4. Direct complaints
Before turning to an ADR entity, we encourage you to contact us directly at [email protected] or +351 253 179 868, so we can try to resolve the matter quickly and directly.
You can also file a complaint through the Electronic Complaints Book ("Livro de Reclamações Eletrónico"), available by law at all service providers' establishments and websites in Portugal.