Dispute Resolution

Dispute Resolution Policy

Effective Date: September 1, 2025 | Last Updated: September 1, 2025

Codecraft Technologies Company Inc. (“Codecraft”, “we”, “us”) is committed to resolving disputes fairly and efficiently. This Dispute Resolution Policy explains the steps we take to address concerns raised by customers.

Table of Contents

  1. Contact Us First
  2. Acknowledgment and Review
  3. Billing and Payment Disputes
  4. Refund Disputes
  5. Technical and Service Disputes
  6. Good-Faith Resolution
  7. Escalation
  8. Government and Regulatory Remedies
  9. Court and Formal Proceedings
  10. Governing Law
  11. Contact

1. Contact Us First

Before initiating any formal dispute process, we ask that you contact our customer service team directly. Most issues can be resolved quickly through direct communication.

When contacting us, please provide:

  • Your full name and registered email address
  • Order number or invoice reference
  • A clear description of the issue
  • Supporting documentation (screenshots, receipts, error messages)
  • Your preferred resolution

Email: inquire@codecraft.ph
Contact Form: https://codecraft.ph/contact
Office: 30th Floor, RCBC Plaza, Tower 1, Ayala Avenue, Makati City

2. Acknowledgment and Review

Upon receiving your dispute or complaint, we will:

  • Send an acknowledgment within two (2) business days
  • Assign a reference number to your case
  • Review all submitted information and relevant account records
  • Respond with our findings or a request for additional information within seven (7) business days

3. Billing and Payment Disputes

If you believe you have been incorrectly charged or have an unauthorized transaction:

  • Contact us at inquire@codecraft.ph with your transaction details
  • We will coordinate with our payment processor (PayMongo) to investigate
  • Resolution typically occurs within five (5) to ten (10) business days depending on the complexity of the issue

Important: Never share your card number, CVV, OTP, or PIN with anyone — including Codecraft staff. We will never ask for this information to resolve a billing dispute.

4. Refund Disputes

If your refund request has been denied and you believe the denial was in error:

  • Reply to the denial notice with additional supporting information
  • We will escalate your request to a senior team member for independent review
  • A final decision will be communicated within five (5) business days of escalation

Please review our Return and Refund Policy for the full criteria governing refund eligibility.

5. Technical and Service Disputes

If you are experiencing issues with a product or service that is not performing as described:

  • Submit a detailed technical report to inquire@codecraft.ph
  • Include logs, screenshots, or any error messages to assist our team
  • Our technical team will investigate and respond within three (3) to seven (7) business days
  • Where a defect or service failure is confirmed, we will offer a remedy such as a fix, replacement, service credit, or refund consistent with our Return and Refund Policy

6. Good-Faith Resolution

Codecraft is committed to resolving all disputes in good faith. We will:

  • Listen to your concern without prejudice
  • Apply our policies consistently and fairly
  • Offer remedies appropriate to the nature and severity of the issue
  • Keep you informed throughout the resolution process

We ask that you likewise engage with us in good faith, providing accurate information and allowing reasonable time for investigation before pursuing external remedies.

7. Escalation

If you are not satisfied with our initial response, you may request escalation by:

  • Replying to your case email with the subject line: “Escalation Request – [Your Reference Number]”
  • Clearly stating why you believe the initial resolution was inadequate

Escalated cases will be reviewed by a senior manager or the appropriate department head. We aim to provide a final response on escalated matters within ten (10) business days.

8. Government and Regulatory Remedies

If a dispute cannot be resolved directly with Codecraft, you may seek assistance from the following Philippine government bodies:

  • Department of Trade and Industry (DTI) — for consumer complaints regarding goods and services under R.A. 7394 (Consumer Act of the Philippines)
    Website: www.dti.gov.ph
  • National Privacy Commission (NPC) — for data privacy complaints under R.A. 10173 (Data Privacy Act of 2012)
    Website: www.privacy.gov.ph
  • Bangko Sentral ng Pilipinas (BSP) — for payment-related complaints involving regulated entities

9. Court and Formal Proceedings

Nothing in this policy limits your right to bring a claim before the appropriate courts of the Philippines. Where formal legal proceedings are necessary, the parties agree that the proper venue shall be the courts of Makati City, Metro Manila, Philippines, consistent with Section 10 (Governing Law) of this policy.

We encourage exhausting all internal resolution channels and applicable regulatory remedies before initiating formal litigation, as these processes are generally faster and less costly for all parties.

10. Governing Law

This Dispute Resolution Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the Republic of the Philippines, including but not limited to:

  • Republic Act No. 10173 — Data Privacy Act of 2012
  • Republic Act No. 7394 — Consumer Act of the Philippines
  • Republic Act No. 8792 — Electronic Commerce Act of 2000
  • Republic Act No. 11967 — Internet Transactions Act of 2023

11. Contact

For all dispute-related communications:

Codecraft Technologies Company Inc.
30th Floor, RCBC Plaza, Tower 1, Ayala Avenue, Makati City
Email: inquire@codecraft.ph
Contact Form: https://codecraft.ph/contact

For more information, please also review our related policies:

This policy was last updated on September 1, 2025. Codecraft Technologies Company Inc. reserves the right to update this policy at any time. Continued use of our services following any update constitutes acceptance of the revised policy.