Complaints and disputes

Last updated: 15 September 2026

If something goes wrong with your purchase, you have several ways to solve it. Most problems are fixed fastest by writing to us, but you never have to contact us before using any of the options below.

1. Talk to us first

Write to support@tokkoacad.com or use the contact page, ideally from the email used at checkout. Tell us what happened and what you would like us to do. You can also call +351 965 898 676 (call to a Portuguese mobile network, charged at your operator's rate), Monday to Friday, 9:00 to 18:00 (Lisbon time).

We reply within 2 working days. If the matter needs more time, we tell you when to expect a full answer. Remember that you can always ask for a refund within 30 days of purchase without giving a reason.

2. Livro de Reclamações Eletrónico

As a business operating in Portugal, we are covered by the official complaints book. You can submit a complaint online in the Livro de Reclamações Eletrónico. It is sent to us and to the public authority responsible for our sector, and we must reply to you within the legal deadline (15 working days).

3. Alternative dispute resolution

Under Law 144/2015, we must tell you which alternative dispute resolution (ADR) entities can handle a dispute with us. ADR is faster and cheaper than court, and consumer arbitration centres in Portugal are free or low cost for consumers.

Entity: CNIACC, Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Website: https://www.cniacc.pt
Address: Faculdade de Direito da Universidade Nova de Lisboa, Campus de Campolide, 1099-032 Lisboa

Are we bound? We are not bound to any arbitration centre in advance. We accept CNIACC for consumer disputes up to the value where the law makes arbitration apply, and you can also use the consumer arbitration centre for the area where you live.
Mandatory arbitration for small claims. Under Law 63/2019, for consumer disputes up to 5,000 €, arbitration is mandatory for the seller when the consumer chooses it. If you take such a dispute to an arbitration centre, we must take part.
Full list. The Portuguese Consumer Portal keeps the list of consumer ADR entities, including the regional centres.

4. If you live in another EU country

For cross-border disputes, the European Consumer Centres Network (ECC-Net) gives free help to consumers. You can contact the centre in your own country, or the European Consumer Centre in Portugal, which can reach us directly. Spanish buyers can also contact the Centro Europeo del Consumidor in Spain.

5. Courts

If you are a consumer, you can bring a claim in the courts of the place where you live, and we can only sue you there (Regulation (EU) 1215/2012 and Portuguese law).
In Portugal, the justices of the peace (julgados de paz) handle civil claims up to 15,000 € with simple procedures and low fees.
For cross-border claims inside the EU up to 5,000 €, you can use the European Small Claims Procedure (Regulation (EC) 861/2007).

Governing law is covered in the terms of sale and use. General information about consumer rights in Portugal is on the Consumer Portal.