Dispute Resolution Policy

Southside Devs I.T. Services ("Southside Devs", "we", "us", or "our") wants service, billing, and project concerns handled promptly and fairly. This policy explains how a customer, prospective customer, or other affected user can submit a complaint and how we will attempt to resolve it.

1. Contact Us First

Please send your complaint to info@southsidedevs.com, call +63 966 450 2283, or use the Contact page on our website. Using the subject line "Complaint" or "Dispute" will help us route the matter correctly.

2. Information to Include

To help us investigate efficiently, please provide as much of the following as applies:

• Your full name, business name, email address, and phone number.
• Your account, order, subscription, invoice, project, or transaction reference.
• The date and amount of any disputed payment.
• A clear description of the issue, including what happened and when.
• Relevant screenshots, documents, emails, error messages, or other supporting information.
• The outcome you are requesting, such as an explanation, correction, re-performance, cancellation, credit, refund, or another reasonable remedy.

3. Acknowledgment and Internal Review

We aim to acknowledge a complete complaint within two (2) business days. A team member will review the relevant contract or plan, payment records, project history, communications, technical evidence, and other facts. We may contact you for clarification or additional information.

We will handle complaints in good faith and give both the customer's position and our records reasonable consideration. Where appropriate, we may temporarily pause a disputed change, collection step, or non-urgent service action while the matter is being reviewed.

4. Target Resolution Period

For complaints involving an internet transaction, we aim to provide a substantive resolution within seven (7) calendar days from filing of a complete complaint. Under applicable Philippine e-commerce law, the internal redress mechanism may be treated as exhausted when the complaint remains unresolved after seven (7) calendar days from filing.

Some matters may require additional investigation, third-party records, security review, or coordination with a payment provider. If we need more time, we will explain the status and next step. Any extension does not remove rights you may have to use an external complaint or legal process after the required internal period has passed.

5. Possible Resolutions

Depending on the facts, a resolution may include one or more of the following:

• An explanation or clarification of the applicable plan, invoice, charge, scope, or service status.
• Correction of a billing or account error.
• Correction, bug fix, re-performance, or completion of an agreed digital service.
• A revised project step, schedule, or agreed scope adjustment.
• Cancellation of future renewal charges where applicable.
• A service credit, partial refund, or full refund where appropriate under our Return and Refund Policy, a written agreement, or applicable law.
• Another mutually agreed remedy.

6. Payment and Charge Disputes

For a billing issue, please provide the transaction reference and the exact charge you dispute. We may coordinate with the relevant bank, card processor, e-wallet, or payment gateway to verify the transaction. If you believe a payment is unauthorized, you should also promptly contact the financial institution or payment provider that issued the payment method.

We encourage customers to give us a reasonable opportunity to investigate a service or billing dispute before initiating a chargeback where appropriate, because many errors can be resolved faster directly. This does not waive any valid chargeback, consumer, or legal right.

7. Escalation Outside Southside Devs

If an eligible consumer complaint involving an internet transaction is not resolved through our internal process, you may use an applicable external dispute resolution, regulatory, or court process. In the Philippines, consumer complaints may be submitted through the Department of Trade and Industry (DTI) Consumer Care system or another competent government agency, depending on the subject matter.

DTI Consumer Care portal: https://consumercare.dti.gov.ph/

Where an official Online Dispute Resolution (ODR) mechanism is available and applicable, you may also use that process. We will cooperate in good faith with lawful notices and requests from competent authorities.

8. Privacy Complaints

If your dispute concerns the handling of personal information, first contact our privacy/data protection contact at info@southsidedevs.com. You may also have the right to file a complaint with the National Privacy Commission under the Data Privacy Act of 2012.

9. Legal Rights and Governing Law

This policy does not prevent either party from seeking urgent legal relief where necessary, nor does it remove any consumer right or regulatory remedy that cannot be waived. The service relationship is governed by the laws of the Republic of the Philippines, subject to applicable consumer protection, privacy, e-commerce, and other mandatory laws.

10. No Retaliation for Good-Faith Complaints

We will not retaliate against a customer for making a good-faith complaint or using a lawful consumer or regulatory process. We may, however, take proportionate action against fraud, harassment, abusive conduct, illegal activity, security threats, or knowingly false claims.

11. Complaint Records and Privacy

We may keep records of complaints, communications, evidence, and outcomes for customer service, fraud prevention, accounting, legal compliance, and dispute management. Personal information in those records will be handled in accordance with our Privacy Policy and applicable law.

12. Changes to This Policy

We may update this policy as our services or legal requirements change. The current version will be posted on our website with an updated "Last updated" date.

Contact Information

Business name: Southside Devs I.T. Services
DTI Business Name Registration No.: 8178005
Registered business address: House No. 3, GB Apartment, H Abellana Street. Canduman, Mandaue City, Cebu, Philippines 6014
Email: info@southsidedevs.com
Phone: +63 966 450 2283
Customer service hours: Monday–Friday, 9:00 AM – 6:00 PM; Saturday, 9:00 AM – 12:00 PM (Philippine time), excluding holidays or as otherwise posted on our Contact page.