1. Raise the concern
Email billing@colorideas.com, call 09190030377, or write to COLOR IDEAS, Chinatown Mall, Gatuslao St., Bacolod City, Negros Occidental, 6100, Philippines. Tell us your account email, business name, affected service, and the outcome you are requesting.
For a billing dispute, include the transaction or invoice reference, payment date, amount, and relevant supporting information. Do not send full card numbers, CVV, passwords, or OTP codes.
2. Investigation and review
We aim to acknowledge the dispute within two business days and work toward a resolution within ten business days after receiving the information needed for review. These are service targets; a bank or payment-processor investigation may take longer.
We will review account and billing records, explain our findings, and provide an appropriate remedy where justified, such as a billing correction, refund, service credit, or service correction. If you disagree with the initial response, reply requesting a further business-owner review and explain what remains unresolved.
3. Payment-provider and bank disputes
You may contact your bank, card issuer, or PayMongo directly about a payment where applicable. You do not have to wait for our internal process before exercising a lawful chargeback or other dispute right. Observe any deadlines set by your bank or payment provider.
We cooperate with lawful payment investigations and may provide relevant order, consent, and transaction records. Raising a good-faith dispute does not authorize additional card charges.
4. External resolution and governing law
Philippine law applies, subject to mandatory protections that may apply to the customer. If a dispute remains unresolved, either party may seek a remedy through a court of competent jurisdiction or the appropriate authority.
For eligible consumer concerns, you may approach the Philippine Department of Trade and Industry. For privacy matters, you may approach the National Privacy Commission. This policy does not require binding arbitration, waive statutory rights, or limit lawful remedies.