Dispute Resolution Policy
Last updated: October 28, 2026
This policy explains how to raise a complaint with Vayvio, how billing and payment disputes are handled, and the escalation path available if we cannot resolve your concern. It applies to payments processed by Vayvio (subscriptions, marketplace boosts, and course purchases). Moderation and account decisions follow the in-app appeals process described on the Trust & Safety page.
Step 1 — Contact support
Raise the issue through the in-app Support system or email support@getvayvio.com with your account email, order or billing details, and a description of the problem. We acknowledge complaints within 2 business days and aim to resolve most issues within 15 business days. Refund requests are decided under the Return & Refund Policy.
Step 2 — Escalate a formal complaint
If the initial response does not resolve the matter, ask for it to be escalated as a formal complaint (or email legal@getvayvio.com). A manager reviews the case, the support history, and any evidence you provide, and sends you a written outcome with the reasons for the decision.
Step 3 — Mediation or further action
If a formal complaint remains unresolved, you and Vayvio may agree to refer the matter to mediation before pursuing any other remedy. Nothing in this policy prevents either party from seeking relief under Philippine consumer protection law or from pursuing any right that cannot be excluded by law.
Payment disputes and chargebacks
We ask that you contact us before filing a chargeback with your bank or e-wallet — most billing disputes can be resolved faster directly with our team, as described in the Return & Refund Policy. When a chargeback is filed, the payment provider runs its own dispute process; we participate in that process and provide transaction and delivery records where applicable. The related purchase is placed on hold while the dispute is resolved.
Governing law and venue
This policy and any dispute arising from your use of Vayvio are governed by the laws of the Republic of the Philippines. Any action arising out of or relating to Vayvio shall be brought in the courts of Pasig City, Metro Manila, Philippines, without regard to conflict-of-law rules, unless applicable consumer law gives you a right to bring proceedings elsewhere.