1. Contact us first
Most problems can be fixed quickly once we know about them. Send your complaint to [email protected] or call +63 977 380 2213 (Monday to Friday, 9:00 AM to 6:00 PM (Philippine time)). Please include:
- your name and business name
- the service, invoice or payment reference involved
- what went wrong, with any screenshots or documents
- what you would like us to do
2. How we handle complaints
- We confirm we received your complaint within 2 business days.
- Melvic Monje reviews it personally and may contact you for details.
- We send a written response with our proposed solution within 15 business days.
For refund requests, the timelines in our Return and Refund Policy apply.
3. Mediation
If we can’t agree after our written response, either of us may propose mediation under the Alternative Dispute Resolution Act of 2004 (Republic Act No. 9285), with a mediator we both accept. We will each pay our own costs and share the mediator’s fee equally, unless we agree otherwise. Mediation is voluntary, and you can go straight to the agencies below.
4. Government agencies
- Department of Trade and Industry (DTI): for consumer complaints, including complaints about online transactions under the Internet Transactions Act of 2023. DTI Consumer Care Hotline 1-384, or [email protected].
- National Privacy Commission (NPC): for complaints about how we handle personal information. See privacy.gov.ph.
- Your bank, e-wallet or PayMongo: for payment disputes. Please contact us first, as we can usually resolve billing errors faster.
5. Courts
These terms and any dispute are governed by the laws of the Republic of the Philippines. If a dispute goes to court, it will be filed in the proper courts of Mexico, Pampanga, unless the law gives you the right to file elsewhere. Small claims procedures are available for qualifying money claims.
6. Your rights
Nothing in this policy takes away any right you have as a consumer under Philippine law, including your right to complain directly to DTI or NPC at any time.