1. Purpose

We want every concern resolved quickly and fairly. This Dispute Resolution Policy explains the steps for raising and resolving complaints and disputes with BPO GNA Philippines Inc. (SEC Reg. No. 2022120077511), operator of Signly. It forms part of our Terms and Conditions.

2. Step-by-step process

1. Contact Customer Support. Email support@signly-ph.com with your account email, a description of the issue, the outcome you want, and supporting documents. We acknowledge within one (1) business day and aim to resolve within seven (7) business days.
2. Escalate to Management. If you are not satisfied, email Signly Management at admin@signly-ph.com with the subject “Dispute Escalation” and your support ticket reference. Management reviews and replies in writing within ten (10) business days.
3. Good-faith negotiation. If still unresolved, both parties’ authorized representatives will negotiate in good faith for up to thirty (30) days from the escalation date.
4. Mediation. If negotiation fails, either party may refer the dispute to mediation in Cebu City under the Alternative Dispute Resolution Act of 2004 (R.A. 9285), with a mutually agreed mediator. Mediation costs are shared equally unless agreed otherwise.
5. Courts. If mediation does not resolve the dispute within sixty (60) days, either party may bring the matter before the proper courts of Cebu City, Philippines.

3. Management contact

4. Billing disputes and chargebacks

Please raise billing concerns with us within thirty (30) days of the charge. Undisputed parts of an invoice must still be paid on time. Filing a chargeback without first following Step 1 may lead to temporary account suspension while the matter is reviewed. If a chargeback is decided in your favor after we have provided the Service, we may pursue the amount owed.

5. While a dispute is open

• Both parties will keep dispute discussions confidential, except as required by law.
• We will continue to provide the Service during the dispute, provided undisputed fees are paid and the Terms are otherwise followed.
• Either party may seek urgent court relief (such as an injunction) at any time to prevent irreparable harm, including to protect intellectual property or confidential information.

6. Your rights under Philippine law

This Policy does not remove any right you have to file a complaint with the appropriate government agency, including the Department of Trade and Industry (DTI) for consumer concerns, the E-Commerce Bureau under the Internet Transactions Act of 2023 (R.A. 11967), or the National Privacy Commission for data privacy matters. Privacy concerns may also be sent directly to our Data Protection Officer at dpo@signly-ph.com.

7. Governing law

This Policy and any dispute relating to the Service are governed by the laws of the Republic of the Philippines.