Dispute Resolution Policy

1. Purpose

This policy explains how to raise a complaint about a charge, a service, or a delivery from Smart Web App Solutions, the trade name of Abrahams Management Consultancy Service (DTI Business Name No. 8256192), and how we resolve it. Our aim is to settle every issue directly and quickly, before it needs to go anywhere else.

2. Step 1: Contact us

• Email contact@smartwebappsolutions.com (customer service hours: Monday to Friday, 9:00 AM to 6:00 PM, Philippine time).
• Include your name, the email on your account, the invoice or payment reference, what happened, and what outcome you want.
• We acknowledge complaints within 1 business day.
• We investigate and give you a written answer within 7 business days. If we need longer, we tell you why and when to expect an answer.

3. Step 2: Escalate to the business owner

If you are not satisfied with the first answer, reply to the same email thread and ask for escalation. The complaint is then reviewed by the business owner, who answers within 7 business days of the escalation. This review is independent of the person who handled Step 1.

4. Step 3: Your other options

• Payment disputes. You may dispute a card or e-wallet charge through your bank, card issuer or e-wallet provider at any time. Our payment processor, PayMongo, handles these chargebacks under the card network rules, and we respond with our records. Raising a dispute with us first usually resolves things faster and does not affect your right to a chargeback.
• Consumer complaints. You may file a complaint with the Department of Trade and Industry (DTI) under the Consumer Act of the Philippines.
• Mediation and courts. Either party may propose mediation. Failing that, disputes are brought before the proper courts of Quezon City, Metro Manila, Philippines.

5. What we commit to

• We keep records of orders, invoices, deliveries, acknowledgments and support messages for at least 2 years and share the relevant ones with you on request.
• We never suspend a paid service while a complaint about it is under review with us, unless the account is in breach of our Terms of Service.
• Refunds agreed as part of a resolution follow our Return and Refund Policy timelines.
• We treat everything you share in a complaint under our Privacy Policy.

6. Governing law

This policy and every purchase from us are governed by the laws of the Republic of the Philippines.