Customer Dispute Resolution Policy for Joca's Getaways

At Joca's Getaways, we are committed to providing exceptional service and ensuring our guests have a pleasant experience. However, we recognize that disputes may occasionally arise. This policy outlines the steps for resolving any customer disputes in a fair and efficient manner, in accordance with Portuguese consumer protection laws.

1. Initial Complaint Handling

  • Direct Communication: If you have a complaint or concern during your stay, please inform our customer service team immediately. Prompt reporting allows us the opportunity to address and resolve issues swiftly.​
     
  • Documentation: Provide detailed information regarding your complaint, including dates, times, and any supporting evidence such as photographs or correspondence.​
     

2. Internal Resolution Process

  • Assessment: Upon receiving a complaint, our team will assess the situation and endeavor to resolve the issue promptly.​
     
  • Resolution Proposal: We will propose a resolution, which may include corrective actions, compensation, or other remedies appropriate to the situation.​
     

3. Alternative Dispute Resolution (ADR)

If a satisfactory resolution cannot be reached through our internal process, you may consider Alternative Dispute Resolution methods:​

  • Consumer Arbitration: In Portugal, consumers have the right to resort to arbitration tribunals for disputes up to €5,000. This process is typically faster and less expensive than traditional court proceedings. To initiate arbitration, you can contact a local Consumer Conflict Arbitration Centre.
     
  • European Consumer Centres Network (ECC-Net): If you are an EU resident and your complaint involves cross-border issues within the EU, you can seek assistance from the ECC-Net, which provides free support in resolving such disputes
     

4. The Complaints Book ("Livro de Reclamações")

As mandated by Portuguese law, Joca's Getaways maintains a Complaints Book, both in physical form at our premises and online. You can submit a formal complaint through this channel:​Portugal Journey

  • Online Complaints Book: Accessible at https://www.livroreclamacoes.pt/inicio.​Rauva+5With Portugal+5Portugal.com+5
     

Submitting a complaint via the Complaints Book ensures that it is officially recorded and forwarded to the relevant regulatory authorities. 

5. Legal Recourse

If all other avenues have been exhausted without a satisfactory resolution, you may consider pursuing legal action through the Portuguese judicial system. We recommend seeking legal advice to understand the implications and procedures involved.​

6. Contact Information

For any complaints or disputes, please contact us through the following channels:

  • Email: jocacorreia67@gmail.com
     
  • Phone: (+351) 926663266

We are dedicated to resolving any issues amicably and ensuring your satisfaction with our services.