Dispute Resolution Policy

This policy explains how to raise a billing dispute or service complaint with AIStaff, and how we review and resolve it. We ask customers to contact us first so most concerns can be settled directly and quickly.

Step 1: Contact us

Send your concern to [email protected]. Please include your order number, payment reference, registered email address, the amount in question, and a short description of the issue. Our business hours are Monday to Friday, 9:00 AM to 6:00 PM Philippine Time.

Step 2: Acknowledgement

We acknowledge every dispute within two (2) business days of receipt and confirm what additional information, if any, we need from you.

Step 3: Review

We review the account records, service logs, and payment history connected to the disputed transaction. Most reviews are completed within ten (10) business days. If a review needs more time, we tell you why and give a revised timeline.

Step 4: Resolution

We send our findings in writing to your registered email address. Where a charge is found to be incorrect, we correct it and process any approved refund back to the original payment method. Refund posting times depend on your bank or payment provider.

Step 5: Escalation

If you are not satisfied with the outcome, you may ask for the case to be escalated for a second review by AIStaff management. Escalation requests should be sent to [email protected] within fifteen (15) days of receiving our findings.

Card payments and chargebacks

If you paid by Visa or Mastercard, you also retain your rights with your card issuer. We ask that you contact us first so we can attempt to resolve the matter directly, which is usually faster than a chargeback. If a chargeback is filed, we will cooperate with your issuer and our payment processor and provide the transaction records requested.

Governing law

This policy is governed by the laws of the Republic of the Philippines. Disputes that cannot be resolved through the steps above shall be brought before the proper courts of Rizal, Philippines.

Related policies

See also our Refund Policy, Cancellation Policy, Terms and Conditions, and Contact Us page.