Refund eligibility depends on what was purchased, why the refund is requested, whether fulfilment has begun, and the specific conditions shown before payment.
Service bookings
Unless different conditions were displayed before booking:
- Cancel at least twenty-four hours before the scheduled service to request rescheduling, account credit or an eligible refund.
- Cancellations within twenty-four hours may be non-refundable, because the Guide's time has already been reserved.
- Failure to attend without notice may be treated as a completed booking.
- If the Guide or Synchronee City cancels, you may choose an appropriate reschedule, account credit, equivalent replacement or refund.
Memberships and digital access
Cancelling a membership stops the next renewal. Fees for an active billing period or accessed digital content are generally non-refundable unless there was a duplicate or unauthorised charge; a material technical failure; failure to provide the purchased access; material misrepresentation; or another circumstance requiring a remedy under Philippine law.
Physical products
Defective, damaged, incorrect, malfunctioning or materially misrepresented products may qualify for repair, replacement, refund or another lawful remedy.
Change-of-mind returns are accepted only where the product listing expressly allows them, or Synchronee City approves the request.
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Return, Cancellation, and Refund Policy
1 · Consumer rights
Synchronee City respects consumer rights under the Consumer Act of the Philippines, the Internet Transactions Act of 2023, and other applicable laws.
Nothing in this policy removes a consumer's right to seek repair, replacement, refund or another remedy when a product is defective, malfunctioning, materially misrepresented, lost without the consumer's fault, or fails to conform to an applicable warranty or contractual obligation.
2 · Transaction-specific conditions
The conditions applicable to a booking, product, rental, event, membership or digital offering will be displayed before payment. Where transaction-specific conditions differ from this general policy, the transaction-specific conditions will apply if they were clearly disclosed and are consistent with applicable law.
3 · Service bookings
Unless a different policy is displayed before booking:
| Situation | What applies |
|---|---|
| Cancelled at least 24 hours before the service | May be eligible for rescheduling, account credit or refund |
| Cancelled within 24 hours | May be non-refundable — the Guide's time and resources have already been reserved |
| Failure to attend without notice | May be treated as a completed booking and may be non-refundable |
| Late arrival | May reduce the available session time; does not automatically entitle the User to an extension or refund |
| Guide or Synchronee City cancels | The User may choose an appropriate reschedule, account credit, equivalent replacement or refund |
| Service materially differs from the confirmed listing | The User may submit a complaint for review and an appropriate remedy |
Documented emergencies and exceptional circumstances may be reviewed individually.
4 · Events and workshops
Event cancellation, transfer and refund conditions may vary and will be displayed before purchase. If Synchronee City cancels an event, the purchaser may receive an appropriate replacement, rescheduled access, account credit or refund.
Reasonable changes to speakers, facilitators, schedules, sequencing, venues or minor programme components do not automatically constitute event cancellation where the essential experience remains available.
5 · Memberships
Membership cancellation prevents the next renewal. It does not ordinarily create a refund for the current billing period, membership benefits already made available, or digital content already accessed.
A refund or adjustment may be considered where the charge was duplicated; the charge was unauthorised; a material technical failure prevented meaningful access; Synchronee City failed to provide the purchased access; the membership was materially misrepresented; or a remedy is required under applicable law.
6 · Digital products and content
Digital products, downloads, decoders, reports, content and other immediately accessible materials are generally non-refundable after access or delivery. A refund may be approved for duplicate charges, unauthorised transactions, material non-conformity, failure of delivery, or persistent technical failure attributable to the platform.
7 · Physical products
For defective, damaged, incorrect, malfunctioning or materially misrepresented products, the User should contact Customer Support as soon as reasonably possible. The request should include the order or transaction number; a description of the concern; clear photographs or videos where appropriate; and delivery, packaging, warranty and payment records.
Available remedies may include inspection, repair, replacement, refund or another appropriate solution. Returned products should include their original accessories, components, manuals and packaging where reasonably available.
Normal wear, misuse, accidental damage, improper storage, unauthorised repair, failure to follow instructions, or damage occurring after lawful delivery may not qualify as a product defect.
8 · Change-of-mind returns
A change-of-mind return may be accepted only where the product listing expressly permits it; the request complies with the displayed return period and conditions; the product is unused, complete and in resalable condition; or Synchronee City otherwise approves the request.
This restriction does not remove mandatory remedies for defective, damaged, incorrect or non-conforming products.
9 · Wellness devices
Wellness devices may carry manufacturer-specific warranties, inspection requirements, safety instructions and return procedures. Reasonable inspection or diagnostic review may be required before a repair, replacement or refund is approved.
Products involving direct body contact may be subject to hygiene and safety restrictions once opened or used. These restrictions do not remove remedies for verified defects or non-conformity.
10 · Rental products
Rental conditions, deposits, inspection procedures, delivery charges, return schedules and responsibility for damage will be disclosed before confirmation. A security deposit may be applied to verified loss, damage, missing components, excessive cleaning or late return, subject to an itemised explanation. Any unused balance will be released after inspection within the period stated in the rental agreement.
11 · Unauthorised or duplicate charges
Suspected unauthorised or duplicate charges should be reported promptly. The User may be asked to provide identity confirmation, transaction records and reasonable cooperation with the payment provider. A verified duplicate or unauthorised charge will be submitted for reversal or refund according to applicable law and payment provider procedures.
12 · How to submit a request
Email: align@synchroneecity.co
ONEE Customer Support Hotline: +63 981 779 6222
Provide your full name; your registered email address or mobile number; the booking, order or transaction number; the reason for the request; the remedy being requested; and supporting records.
13 · Refund method and processing
Approved refunds will ordinarily be returned through the original payment method. Processing time depends on the bank, payment processor, card network, instalment provider and transaction method.
Where a physical return is required, the refund may be processed after the product has been received and reasonably inspected. Processing charges may be deducted only where they are non-recoverable, were properly disclosed, and the deduction is permitted by law.
Escalation
If a concern remains unresolved, you may pursue available remedies through the Department of Trade and Industry — DTI Consumer CARe: consumercare.dti.gov.ph. The full internal and good-faith process is set out in the Customer Service and Dispute Resolution Policy.