Livro de Reclamações

1. Your Right to Complain

At GRACIOUS SUMMIT, UNIPESSOAL LDA, we are committed to providing excellent service. However, if you are not satisfied with any aspect of our services, you have the right to submit a complaint. This page outlines the procedures for filing complaints in accordance with Portuguese consumer protection laws.

2. Company Information

3. How to Submit a Complaint

You can submit your complaint through the following channels:

4. Information Required

To process your complaint efficiently, please include:

• Your full name and contact information
• Booking reference number (if applicable)
• Date of the service in question
• Detailed description of the issue
• What resolution you are seeking
• Any supporting documents (receipts, emails, photos)

5. Response Time

We aim to respond to all complaints within:

• Acknowledgment: Within 48 hours of receipt
• Initial Response: Within 5 business days
• Final Resolution: Within 15 business days

Complex cases may require additional time, in which case we will keep you informed of the progress.

6. Alternative Dispute Resolution

If you are not satisfied with our response, you have the right to seek alternative dispute resolution through:

• CICAP - Centro de Informação, Mediação e Arbitragem de Consumo
  Website: www.cicap.pt
  For consumers in the Porto region
• CIMAAL - Centro de Informação, Mediação e Arbitragem do Algarve
  Website: www.cimaal.pt
  For consumers in the Algarve region
• Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC)
  Website: www.cniacc.pt
  National center for consumer dispute resolution

7. European Online Dispute Resolution

As an EU consumer, you can also use the European Commission's Online Dispute Resolution platform to submit your complaint:

Website: ec.europa.eu/consumers/odr

8. Legal Framework

This complaints procedure is established in accordance with:

• Decree-Law No. 156/2005 (Consumer Protection Law)
• Decree-Law No. 17/2016 (Legal Framework for Travel and Tourism Contracts)
• Regulation (EU) No. 524/2013 (Online Dispute Resolution)
• RNAVT (Registo Nacional de Agentes de Viagens e Turismo) regulations

9. Contact for Complaints

For any questions about the complaints process, please contact: