If something goes wrong, we fix it together.

01What this covers

Complaints about our services, deliverables, billing, payments, refunds and customer service, from clients and from anyone who has paid us.

02Step 1 · Tell us

Email futureforwardfilipinos@gmail.com with the subject “Complaint” or “Billing dispute”. Include your name, business name, invoice or payment reference, what went wrong, and what outcome you are asking for. Attach any screenshots or documents that help.

We acknowledge every complaint within 2 business days.

03Step 2 · We investigate and respond

We review the agreement, records and communication, and may ask you for more details. We send a written response with our findings and a proposed solution (for example a correction, redo, credit or refund) within 10 business days of acknowledging your complaint.

04Step 3 · Escalation to the owner

If you are not satisfied, reply asking for escalation. The business owner (Teresa De Vera Crisostomo) personally reviews the case and sends a final written decision within 10 business days.

05Step 4 · Mediation and outside help

If we still cannot agree, both sides agree to try in good faith to settle the matter through mediation before going to court. You may also bring a complaint to the Department of Trade and Industry (DTI) under the Consumer Act of the Philippines (Republic Act No. 7394) and the Internet Transactions Act of 2023 (Republic Act No. 11967), or to the National Privacy Commission for privacy concerns.

06Payment disputes and chargebacks

Please contact us before disputing a payment with your bank, card issuer or e-wallet. Most billing issues are resolved faster directly. If a chargeback is filed, we will respond to the payment gateway with the agreement, invoices, delivery records and communication, and we will follow the final decision of the payment provider or card network.

If a payment dispute is resolved in your favour, we will not charge you again for the same amount. If it is resolved in our favour, the original payment stands.

07Records and fairness

We keep proposals, invoices, payment records and project communication so that every dispute can be checked against facts. Raising a complaint will never affect how we treat you or your project.

08Governing law

This policy and any dispute are governed by the laws of the Republic of the Philippines. Any court action will be filed in the proper courts of the Philippines, without limiting any right you have as a consumer to file where you reside.