Alternative Dispute Resolution for Consumer Disputes (ADR)

Last updated: October 15, 2025

This page explains, in a complete and clear way, how DaTerapia fulfills its duty to provide information on Alternative Dispute Resolution for Consumer Disputes, as stipulated in Law No. 144/2015, in its current wording. The objective is to allow consumers to know, in advance and in an easily accessible way, the available mechanisms for out-of-court dispute resolution.

1. Who can resort to RAL and in what situations?

The RAL (Alternative Dispute Resolution) applies to contractual disputes arising from the purchase of goods or services between a consumer and a provider established in Portugal. In the context of DaTerapia, it covers, for example, disagreements related to appointments, billing, refunds, execution of the contracted service, and non-clinical service quality. Purely clinical or ethical issues may be pursued through appropriate channels with the competent professional bodies, without prejudice to consumer rights under the law.

A consumer is an individual acting for purposes outside the scope of their commercial, industrial, artisanal, or professional activity.

2. Commitment to an internal response prior to the RAL.

Before initiating an ADR (Alternative Dispute Resolution) mechanism, we recommend that you contact us for a quick and informal resolution.

How to file an internal complaint
Preferred email address: apoio@psicologo-online.pt
Subject: Complaint
Elements to include: full name, phone number, email address used for registration, appointment or invoice identification, factual description of what happened, desired outcome and, if applicable, supporting documents.
Response times: We acknowledge receipt of the complaint and respond with a proposed solution within a reasonable timeframe, usually up to 15 working days, although additional time may be required in complex situations. In all cases, we will keep the consumer informed.

This internal procedure does not prejudice the consumer's right to resort to ADR at any time.

3. Competent ADR entities

The consumer may resort to a territorially competent ADR entity for the location of DaTerapia's headquarters or, where applicable, for their domicile. If the activity takes place nationwide with remote service provision, centers with extended scope may be competent.

Please fill in the fields below according to your situation.
DaTerapia headquarters: [full address]
Main ADR Center: [Designation of the competent Consumer Dispute Arbitration Center]
Alternative centers applicable: [another center applicable depending on the territory or scope]
Opening hours and contact information for the organizations: consult the public information provided by each center.

Notice
DaTerapia provides information and facilitates access to ADR (Alternative Dispute Resolution), but participation in arbitration may be voluntary or mandatory depending on the applicable regulations. When applicable, DaTerapia expresses its availability for mediation and conciliation with the competent center.

4. European Online Dispute Resolution Platform

If the contract was made online, the consumer can resort to the European Online Dispute Resolution Platform. This mechanism allows consumers to submit complaints related to contracts concluded online and forward them to a competent national ADR entity.

5. Costs, deadlines and effects of decisions

Costs
Generally, ADR (Alternative Dispute Resolution) processes have lower costs compared to judicial proceedings. The fees and rules depend on the regulations of each center, and consumers should consult their respective fee schedule.

Deadlines
ADR centers aim for decisions in shorter timeframes than judicial centers. Specific timeframes vary by center and the complexity of the dispute.

Effects of decisions
Mediation and conciliation lead to voluntary agreements between the parties. Arbitration culminates in a decision that may be binding, depending on the parties' submission and the applicable regime. Inquire at your chosen center about the nature and enforceability of the decisions.

6. How to prepare your RAL order

Suggested documents
Copy of communications with DaTerapia
Proof of payment and invoices
Proof of booking or service provided
A chronological factual description of what happened and the intended outcome.

Good practices
Be objective and present verifiable facts.
Attach relevant files in common formats.
Please provide updated contact information for a callback from the RAL center.

7. Relationship with the Complaints Book

Submitting a complaint in the Complaints Book, whether physical or electronic, does not preclude recourse to ADR (Alternative Dispute Resolution). They are complementary mechanisms. If you submit your complaint via the Complaints Book, we recommend that you keep the proof and, if you wish to proceed to ADR, attach it to your file.

8. Transparency of information to the consumer

Information regarding RAL is permanently available, easily accessible, and prominently displayed on the website and in the footer. In distance contracts, the reference to RAL is also included in the order confirmation or booking confirmation, where applicable.

9. Alignment with GDPR and confidentiality

Personal data processed in the context of a complaint, whether internal or via ADR (Alternative Dispute Resolution), is governed by DaTerapia's Privacy Policy. We will only share the strictly necessary data with the ADR entity and with appropriate safeguards. If it is necessary to share clinical data to clarify the dispute, this sharing is limited to what is indispensable and carried out under legal obligation or on an appropriate basis, respecting professional confidentiality.

10. Useful contacts

Customer support at DaTerapia
E-mail: apoio@psicologo-online.pt
Privacy and data protection
DPO: dpo@psicologo-online.pt
Telephone: +351 911 559 506