1. Contact channel

Any communication with Portal Transmontano should be made through the official Portal Transmontano chat, available on the website.

2. The chat is for

• Customer support.
• Order inquiries.
• Payments and shipping.
• Returns and refunds.
• Products and producers.
• Partnerships.
• Privacy and personal data.
• Complaints.
• General website inquiries.

3. Response time

Portal Transmontano will endeavor to respond as soon as possible.

During periods of higher request volume, campaigns, holidays, or weekends, response time may be longer.

4. Complaints Book

Where applicable, the customer may use the Electronic Complaints Book.

Electronic Complaints Book: insert official link when the service is active.

5. Organizing the request

To facilitate the response, the user should indicate the main subject of the request in the chat and, if there is an order, its respective order number.