Customer support
For assistance with your account, bookings, payments, memberships, products, Guides, privacy, cancellations, returns, refunds or platform experience:
111 UB Paseo de Roxas Building
Paseo de Roxas corner Legaspi Street
Legaspi Village, San Lorenzo
City of Makati, Fourth District
National Capital Region, 1223
Philippines
Before you contact us
Please prepare:
- Your full name
- Your registered email address or mobile number
- Your booking, order or payment reference
- A clear description of your concern
- Screenshots, photographs, receipts or supporting records when relevant
Customer Service and Dispute Resolution Policy
1 · Customer support
Customer Support assists with concerns involving ONEE accounts and access; bookings and scheduling; payments and transaction confirmation; memberships and digital access; products, rentals and deliveries; Guides and service experiences; cancellations, returns and refunds; privacy and personal data; community conduct and platform safety; and complaints and dispute resolution.
Email: align@synchroneecity.co
ONEE Customer Support Hotline: +63 981 779 6222
Company mobile: +63 981 199 6633
Support hours: Monday to Friday, 9:00 AM to 6:00 PM, Philippine Time, excluding Philippine public holidays
2 · Business address
Synchronee City Wellness Technologies Corp.
111 UB Paseo de Roxas Building
Paseo de Roxas corner Legaspi Street
Legaspi Village, San Lorenzo
City of Makati, Fourth District
National Capital Region, 1223
Philippines
3 · Submitting a concern
A support request or complaint should include the User's full name and contact information; the registered ONEE email address or mobile number; the applicable booking, order, membership or transaction number; the name of the relevant Guide, service, product or event; a clear description of what occurred; the resolution being requested; and relevant receipts, screenshots, photographs, videos, messages or supporting records.
Additional information may be requested when reasonably necessary to investigate the concern.
4 · Internal review
Synchronee City may review platform records and consult the relevant Guide, merchant, payment provider, delivery partner, venue or service provider. We will make reasonable efforts to acknowledge the concern; review the relevant information; allow affected parties to provide information; identify the applicable platform or transaction policy; and communicate a proposed resolution or next step.
The time required will depend on the nature, complexity and evidence involved.
5 · Good-faith resolution
The parties are encouraged to make a good-faith effort to resolve the concern through direct communication before beginning formal proceedings, where reasonably practicable. Possible resolutions may include clarification or correction, rescheduling, service completion, repair or replacement, account credit, partial or full refund, content removal, account restriction or other safety action, or referral to the appropriate provider or authority.
6 · Complaints involving Guides
Guides are independent service providers. ONEE may support communication, review platform records, facilitate a reasonable resolution, enforce platform standards, or take action against a Guide's platform access.
The Guide remains independently responsible for professional services, representations, credentials, conduct and legal obligations.
7 · Consumer complaints
If a consumer concern remains unresolved, the consumer may pursue available remedies through the Department of Trade and Industry or another government agency with proper jurisdiction — DTI Consumer CARe: consumercare.dti.gov.ph.
Internal review does not prevent a consumer from exercising a mandatory legal right or contacting an appropriate government authority.
8 · Privacy complaints
Privacy Contact
Synchronee City Wellness Technologies Corp.
Email: align@synchroneecity.co
Mobile: +63 981 199 6633
A data subject may also file a complaint with the National Privacy Commission according to its applicable procedures: privacy.gov.ph.
9 · Governing law
This policy and transactions conducted through ONEE are governed by the laws of the Republic of the Philippines. Subject to mandatory consumer rights and the authority of competent regulators, unresolved legal proceedings may be brought before the proper courts of Makati City or another venue required or permitted by law.
Nothing in this policy prevents a party from seeking urgent protective relief, reporting unlawful conduct, or exercising a right that cannot legally be waived.