Dispute Resolution Policy
Our Commitment
At TLC (TAP · LINK · CONNECT), we want every order to go smoothly. If something goes wrong with your order, payment, or account, we're committed to resolving it fairly, transparently, and as quickly as possible — before it ever needs to escalate to a formal chargeback or third-party dispute.
How to Raise a Dispute
Most concerns can be resolved directly with our support team. Here's how the process works:
Step 1 — Contact Us
Email hi@taplinkconnect.com or use our Contact page with your order reference number and a description of the issue.
Step 2 — We Investigate
Our team reviews your order, payment, and account records, and may ask for supporting details like photos or screenshots.
Step 3 — Resolution
We propose a resolution — replacement, refund, account correction, or clarification — based on our Shipping & Refund Policy and Terms of Service.
Step 4 — Confirmation
Once agreed, we action the resolution and confirm it with you by email.
Response Timeline
We aim to acknowledge and resolve disputes within the following timeframes:
| Stage | Timeframe |
|---|---|
| Initial acknowledgment | Within 24–48 hours |
| Investigation & findings | Within 3–5 business days |
| Final resolution | Within 7 business days of initial report |
Payment & Card Disputes
All online payments are processed securely through PayMongo. If you believe you were charged in error, charged twice, or did not authorize a transaction:
- check_circleContact us first with your order reference number — most payment issues can be resolved directly and faster than a bank chargeback.
- check_circleIf a resolution can't be reached, you may file a formal dispute with your card issuer or bank, who will coordinate with PayMongo as our payment processor.
- check_circleWe provide order, delivery, and communication records to PayMongo and your bank promptly upon request to support a fair investigation.
Escalation
If you're not satisfied with our proposed resolution, you may request escalation to management review by replying to your existing support thread with "Escalate" and a brief explanation. A senior team member will re-examine the case within 3 business days.
Related Policies
This policy works alongside our other terms. For refund eligibility and processing details, see our Shipping & Refund Policy. For general terms of use, see our Terms of Service.
Governing Law
This policy is governed by the laws of the Republic of the Philippines. Any dispute that cannot be resolved through the process above may be brought before the appropriate courts of the Philippines, without prejudice to any rights you may have under applicable consumer protection law.
Need Help?
Our team is here to help resolve any concern quickly and fairly. Reach out anytime at hi@taplinkconnect.com or visit our Contact page to send us a message directly.