Dispute Resolution Policy
Last updated: July 21, 2026
This policy explains how BuildOne Builders Solution and Interactive Corp. receives, investigates, and resolves disputes raised by customers of buildOne — whether about an order, a payment, a subscription, or a decision we have made on your account.
Start here: email appeals@buildone.ph with your order or payment reference. We acknowledge every dispute within 2 business days and aim to resolve it within 15 business days.
1. Scope
This policy applies to disputes about:
- Orders — non-delivery, late delivery, damaged, defective, incorrect, or incomplete items;
- Payments — amounts charged, duplicate charges, failed payments, and refunds;
- Subscriptions — renewals, cancellations, and Premium billing;
- Sellers and buyers — conduct, listings, and transactions between platform users; and
- Account decisions — verification outcomes, content removal, restrictions, or suspension.
2. Step 1 — Raise It With Us
Contact us first. Most concerns are resolved at this stage, and doing so is quicker than a formal dispute.
- Email support@buildone.ph for orders, deliveries, billing, and refunds.
- Email appeals@buildone.ph to formally dispute an outcome or appeal a decision.
- Call +63 936 044 2384 during Monday to Friday, 9:00 AM – 6:00 PM (PHT).
Please include:
- Your registered email address or mobile number;
- The order number, payment reference, or transaction date and amount;
- A clear description of what went wrong and when;
- Supporting evidence — photos, screenshots, delivery receipts, or message threads; and
- The resolution you are seeking.
3. Step 2 — Investigation
| Stage | What happens | Timeline |
|---|---|---|
| Acknowledgement | We confirm receipt in writing and give you a reference number. | Within 2 business days |
| Review | We gather order records, payment logs, delivery proof, and platform messages, and ask the other party for their account where a seller or buyer is involved. | Within 7 business days |
| Decision | We issue a written decision explaining the outcome, the reasons for it, and any remedy — replacement, redelivery, full or partial refund, credit, or account reinstatement. | Within 15 business days |
If a dispute is complex — for example it needs a site inspection or a third-party courier investigation — we will tell you before the deadline lapses, explain why, and give you a revised date. Approved refunds are processed under our Return and Refund Policy.
4. Step 3 — Appeal
If you disagree with our decision, you may appeal once, within thirty (30) calendar days, by emailing appeals@buildone.ph with your reference number and any new information. Appeals are reviewed by someone who was not involved in the original decision, and we respond within 15 business days.
5. Disputes Between Users
buildOne connects buyers, sellers, and construction professionals. Where a dispute is between two users, we require both sides to attempt a good-faith resolution through the platform's messaging first. If that fails, we mediate on the basis of the records available to us and may hold or reverse a payment, remove a listing, or restrict an account. Our role is limited to what we can verify on the platform; we are not a court and cannot compel either party to act.
6. Card Payment Disputes and Chargebacks
Card payments on buildOne are processed by PayMongo. We do not store your full card details.
- If you do not recognise a charge, contact us first — a charge appearing under an unfamiliar descriptor can usually be identified and, where wrongly made, refunded faster than a chargeback.
- You retain the right to dispute a card transaction directly with your issuing bank. Card scheme rules generally require this within 120 days of the transaction or the expected delivery date; your issuer will confirm the applicable period.
- Where a chargeback is filed, we cooperate fully with your issuer and PayMongo and provide the transaction records, delivery evidence, and correspondence requested.
- We do not penalise or restrict an account merely for raising a legitimate chargeback. Accounts showing a pattern of fraudulent or abusive claims may be suspended.
7. Good Faith and Governing Law
Both parties agree to attempt to resolve any dispute informally, in good faith, within 30 calendar days before commencing formal proceedings. This policy and any dispute arising from it are governed by the laws of the Republic of the Philippines. Subject to mandatory venue rules that protect consumers, actions shall be brought before the proper courts of Rizal, Philippines.
8. External Remedies
Nothing in this policy limits your statutory rights. You may also bring a complaint to:
- Department of Trade and Industry (DTI) — consumer complaints, Consumer Care hotline 1-384 or dti.gov.ph;
- National Privacy Commission (NPC) — personal data concerns, privacy.gov.ph;
- Your card issuer or bank — for payment disputes and chargebacks; and
- Bangko Sentral ng Pilipinas (BSP) — for concerns about a regulated payment service provider.
9. Contact
Disputes and appeals: appeals@buildone.ph · +63 936 044 2384 · Monday to Friday, 9:00 AM – 6:00 PM (PHT). See our Contact page for full details.