Dispute Resolution Policy

Purpose

This policy explains how Gutierrez & Lumanag Law and Notary addresses disputes about website bookings, consultation fees, and payments processed through PayMongo or other accepted channels.

Step 1 — Contact the firm first

Please contact us before filing a chargeback or third-party complaint so we can review records quickly:

• Email: gl.lawandnotary@gmail.com
• Phone / WhatsApp: +63 898 103 2990
• Office: G/F Plaza de Bole Compound, F. Torres St., Davao City 8000

Include your name, booking reference (e.g., WALK-####), payment reference, date, amount, and a short description of the issue.

Step 2 — Internal review

We will acknowledge your report and aim to respond with findings or next steps within five (5) business days. We may request additional documents (PayMongo receipt, screenshots, correspondence).

Step 3 — Resolution options

Depending on the facts, resolution may include confirming the service was rendered, offering a reschedule, issuing a refund under our Return and Refund Policy, or explaining why a refund is not available.

Step 4 — Escalation

1. PayMongo / payment provider — for payment processing, authorization, or merchant disputes, you may also use PayMongo’s buyer protection or dispute channels after contacting us.
2. Mediation / negotiation — we prefer amicable settlement for fee and scheduling disputes.
3. Philippine law — unresolved disputes may be brought before the proper courts or agencies in Davao City / the Philippines, without limiting rights that cannot be waived by law.

Professional complaints

Concerns about lawyer conduct (separate from ordinary payment disputes) may be raised with the firm partners and, where applicable, through channels under the Code of Professional Responsibility and Accountability and Integrated Bar of the Philippines rules.