Complaints and dispute resolution

Who we are

The Eleva.care platform is operated by BÚZIOS E TARTARUGAS - LDA (NIPC 515001708), registered office at Rua Gil Vicente 2, 2775-198 Parede, Portugal.

How to contact us

For questions about your account, a booking or how the platform works, email support@eleva.care.

For a complaint about Eleva as the platform provider, email legal@eleva.care. Include your name, your account or booking email, the date of the events and what you would like us to do. We confirm that we have received it and reply within 15 working days. If we need more time, we tell you why and when you will hear from us.

To exercise your data protection rights, write to privacy@eleva.care. You can also complain to the Portuguese data protection authority (CNPD), Av. D. Carlos I, 134, 1.º, 1200-651 Lisbon, www.cnpd.pt.

Electronic complaints book (Livro de Reclamações)

Under Portuguese Decree-Law 156/2005, you can record a complaint about the services you contracted with us in the electronic complaints book at www.livroreclamacoes.pt. We reply to you there within 15 working days.

Care provided by experts

Eleva does not provide clinical care. The independent experts you book through the platform are responsible for the care they give you. Raise a complaint about the clinical content of a session with the expert first. You can also complain to their professional body (Ordem) or to the Entidade Reguladora da Saúde (www.ers.pt).

If your complaint is also about the platform (payments, access, cancellations or data that Eleva processes as intermediary), write to us at the contacts above and we will help.

Consumer arbitration

If you are a consumer and we cannot solve a dispute with Eleva together, you can take it to a consumer arbitration centre. For disputes worth up to €5,000, Eleva takes part in the arbitration whenever you choose it (Law 24/96, Article 14(2)). Above that amount, arbitration needs both parties to agree. Arbitration at these centres is quick and low-cost.

The centres competent for disputes with Eleva are:

• CACCL — Centro de Arbitragem de Conflitos de Consumo de Lisboa, Rua dos Douradores, 116, 2.º, 1100-207 Lisbon, www.centroarbitragemlisboa.pt. Territorial scope: the Lisbon Metropolitan Area, including Cascais, where Eleva has its registered office.
• CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, Rua D. Afonso Henriques, 1, 4700-030 Braga, www.cniacc.pt. National scope, for disputes that no regional centre covers.

We give you this information under Article 18 of Law 144/2015. The up-to-date list of centres supported by the Portuguese Ministry of Justice is on gov.pt — consumer arbitration.

If you live in another EU country, the European Consumer Centre in your country can also advise you (ECC-Net).

Reporting illegal content (Digital Services Act)

Point of contact. legal@eleva.care is our single point of contact for members, visitors and authorities under Regulation (EU) 2022/2065 (Digital Services Act). You can write to us in Portuguese, English or Spanish.

What to include in a notice. To help us act quickly, please send:

• the exact link (URL) to the content, for example an expert profile or a service page;
• why you believe the content is illegal;
• your name and email address, unless the notice concerns child sexual abuse material, in which case you may report it anonymously;
• a statement that you believe, in good faith, that the information in your notice is accurate and complete.

What we do. We confirm receipt, review the notice carefully and without delay, and tell you our decision and how to contest it. If we remove or restrict content, we tell the person who published it why, and how they can contest the decision. Decisions are made by a person at Eleva, not by an automated system.

How we moderate. Expert profiles and services are reviewed before they go live: Eleva checks each expert's professional registration with their Ordem before the profile is published. We may restrict, hide or remove a profile, a service or an account that breaks the law or our Terms of use, always with a statement of reasons. You can contest any decision by replying to the email that tells you about it, or by writing to legal@eleva.care. You keep the right to go to court or to use the options on this page.

If you believe someone is in immediate danger, call 112.