Dispute Resolution Process

This page explains how NEXERA INFORMATION TECHNOLOGY SOLUTIONS ("Zupport", "we", "our", or "us") handles disputes relating to payments, billing, or use of the Service at zupport.app. Our goal is to resolve every concern fairly and promptly. We encourage you to contact us directly before escalating to your bank or card issuer, as most issues can be resolved quickly.

Step 1 — Contact Support

Raise your concern by emailing support@zupport.app. Please include:

• Your account email
• The transaction date, amount, and reference number
• A description of the issue and your desired outcome

We acknowledge every dispute within two (2) business days of receipt.

Step 2 — Review & Investigation

Our team reviews the transaction records, account activity, and any supporting information you provide. We may request additional details to complete the investigation. We aim to complete our review and respond with a proposed resolution within seven (7) business days.

Step 3 — Resolution

Depending on the findings, resolution may include:

• Correction of a billing error
• A full or pro-rated refund in accordance with our Return & Refund Policy
• A credit applied to your account
• A written explanation where no adjustment is warranted

Approved refunds are processed to the original payment method within 7–14 business days and are settled in Philippine Peso (₱ PHP).

Step 4 — Escalation

If you are not satisfied with the outcome, you may request escalation to Zupport management by replying to your existing support thread and asking for a senior review. We will provide a final written response within a further seven (7) business days.

Chargebacks

We ask that you allow us to resolve your dispute directly before contacting your bank or card issuer to file a chargeback. Initiating a chargeback without first contacting us may delay resolution. We fully cooperate with legitimate chargeback investigations and will provide transaction records to your payment provider as required.

Governing Law

This process is governed by the laws of the Republic of the Philippines. Unresolved disputes shall be subject to the exclusive jurisdiction of the appropriate courts of the Philippines.

Contact Information

• Business name: NEXERA INFORMATION TECHNOLOGY SOLUTIONS (Zupport SaaS)
• Email: support@zupport.app
• Website: https://zupport.app