Complaints book

We want to solve any problem quickly and fairly. This page explains where and how you can complain, who is responsible for each matter and what free or low-cost ways you have to settle a dispute, under Portuguese and EU law.

1. Talk to us first

The quickest way is Help:

• A problem with an order (missing or wrong item, quality, delay, payment): open the order (in the confirmation email or in "My orders") and tap Help. For missing, wrong or poor-quality items, attach photos.
• Other matters (account, website, apps, personal data): write to [email protected].

Give the order number, what happened and what you are asking for. Most cases are solved within a few days; we always reply within 15 working days at the latest. Refund requests follow the rules in section 9 of the Terms of Use.

2. Electronic Complaints Book

You can file a complaint in the Electronic Complaints Book (Livro de Reclamações) (Decree-Law 156/2005, as amended by Decree-Law 74/2017). The complaint is sent to the trader concerned and to the competent regulator. The trader must reply within 15 working days, to the email you gave on the form.

Complaint about an order (product, delivery by the business, price, invoice)

The seller is the business you ordered from. Each business has its own complaints book (on paper at its premises and in the Electronic Complaints Book). The business's details are on its page, under "Who is responsible for your order?".

We recommend contacting the business first or using Help: in most cases the problem is solved faster that way.

Complaint about the Pratoroo service (website, apps, online payment, wallet, account, Pratoroo-network deliveries)

Complain about GINGER DIALOGUE - UNIPESSOAL LDA (tax no. 519653955) in the Electronic Complaints Book, or write to us at [email protected].

Who is responsible for what

Matter	Responsible
Quality, quantity, food safety and allergens of the products	The business
Prices, menus, photos, opening hours and invoice	The business
Delivery by the business itself	The business
Delivery by a Pratoroo-network courier	GINGER DIALOGUE - UNIPESSOAL LDA
Website and apps, online payment, refunds, wallet, account	GINGER DIALOGUE - UNIPESSOAL LDA
Personal data processed by Pratoroo	GINGER DIALOGUE - UNIPESSOAL LDA (see Privacy Statement)

3. Alternative dispute resolution

If you are not satisfied with our reply, you can turn, free of charge or at low cost, to a consumer alternative dispute resolution body (Law 144/2015), which attempts mediation or conciliation or decides by arbitration:

• CNIACC — National Centre for Consumer Dispute Information and Arbitration (www.cniacc.pt): competent nationwide wherever there is no regional centre, such as in the municipality of Cadaval, where our registered office is;
• the consumer arbitration centre of your region, where there is one (for example Lisbon, Porto, Coimbra, Algarve, Vale do Ave/Braga, Madeira); the full, up-to-date list is on the Consumer Portal (www.consumidor.gov.pt).

Mandatory arbitration up to €5,000: in consumer disputes worth up to €5,000, if the consumer chooses arbitration or mediation at one of these centres, GINGER DIALOGUE - UNIPESSOAL LDA must take part (Law 24/96, article 14(2), as amended by Law 63/2019).

Purchases from another EU country: you can ask for free help from the European Consumer Centre Portugal (cec.consumidor.pt). The EU online dispute resolution (ODR) platform was closed on 20 July 2025 (Regulation (EU) 2024/3228), so it is no longer available.

4. Courts and justices of the peace

You can always go to court. For amounts up to €15,000, the julgados de paz (justices of the peace) offer a simple, low-cost procedure (www.julgadosdepaz.mj.pt). As a consumer, you can use the courts of your domicile.

5. Other authorities

• Illegal content, reviews and decisions about your account: see Digital Services. The Digital Services Coordinator in Portugal is ANACOM (www.anacom.pt).
• Personal data: you can complain to the CNPD — Portuguese Data Protection Authority (www.cnpd.pt).
• Food safety and commercial practices: ASAE — Food and Economic Safety Authority (www.asae.gov.pt).
• General information about your rights: Directorate-General for Consumers (www.consumidor.gov.pt).

Complaining to any of these bodies does not stop you from using the other routes.