Complaints and Disputes

Talk to us first

Almost everything can be sorted out with an email. Write to info@flowgrounded.com explaining what happened and, if you have it, the purchase reference.

We reply within 24 working hours. A refund request within the 14 days is accepted with no questions asked.

Electronic complaints book (Livro de Reclamações)

We provide the Portuguese electronic complaints book (Livro de Reclamações) at www.livroreclamacoes.pt. Your complaint is sent to the relevant regulator, which notifies us and follows up on our reply.

Consumer protection

You can ask for information and support from the Portuguese consumer authority, the Direção-Geral do Consumidor, at www.consumidor.gov.pt.

Alternative dispute resolution

If you have a consumer dispute, you can turn to an alternative dispute resolution body, under Portuguese Law 144/2015.

The body we name is CNIACC, the Portuguese national consumer arbitration centre (www.cniacc.pt), which handles consumer disputes anywhere in Portugal.

The full list of bodies is available at www.consumidor.gov.pt. If you live in another European Union country, you can also turn to the competent body in that country.

The European online dispute resolution platform closed in July 2025 and is no longer available.

Courts

Portuguese law applies. If you are a consumer living in the European Union, you keep the protection of the mandatory rules of your country and can go to the courts where you live.