Dispute Resolution Policy

We want to fix problems quickly and fairly. If something goes wrong with a booking, payment, service or voucher, please follow these steps.

Step 1. Talk to the property

For problems during or about your stay, message the property through your account first. Most issues are solved this way, fastest.

Step 2. Contact JuanBooking

If the property cannot help, or the issue is about payment, a refund or the website, email juansystemsolutions@gmail.com or call +63 930 560 1115. Please include:

• your booking, purchase or voucher reference
• the email you booked with
• what happened, and what outcome you would like
• screenshots or receipts, if you have them

We aim to reply within 2 business days and to review your case with the property and our payment records. We will tell you the outcome and the reason by email.

Step 3. Card and payment disputes

If you do not recognise a charge, please contact us first. We can usually check it straight away and refund it if it is wrong. If you raise a dispute with your bank, we will give the bank and PayMongo the records needed to review it.

Step 4. Still not resolved

You may take your complaint to the Department of Trade and Industry (DTI) consumer complaints service, or to the courts of the Republic of the Philippines. For payment-service concerns you may also contact PayMongo's regulator, the Bangko Sentral ng Pilipinas, through its Consumer Assistance channels (bsp.gov.ph).

Governing law

This policy and your bookings are governed by the laws of the Republic of the Philippines.