Dispute Resolution Policy
Last updated on September 11, 2026
1. Purpose and Objective
Reiro Corporation, operating under the trade name Molarsoft ("Company," "we," "us," or "our"), is committed to fair and prompt resolution of any customer grievances or billing disputes. This Dispute Resolution Policy outlines the transparent procedure for resolving billing discrepancies, service concerns, or payment conflicts in a collaborative manner.
2. Step-by-Step Resolution Process
Step 1: Informal Notice and Support Submission
Before initiating any formal chargeback, payment dispute, or legal proceeding, the clinic or account holder agrees to first contact our support team in good faith. Please submit your dispute notice within thirty (30) calendar days of the disputed billing date:
- Email: support@molarsoft.com
- Subject line: "Billing Dispute - [Your Clinic Name / Account Email]"
- Include the transaction reference number, date of charge, amount, and a clear description of the issue.
Step 2: Review and Investigation Timelines
- Acknowledgment: Our support team will acknowledge receipt within two (2) business days.
- Investigation & Response: We will investigate the transaction logs, service access history, and gateway records, providing a formal response or resolution within seven (7) to ten (10) business days.
3. Payment Disputes and Chargebacks
Payments on Molarsoft are processed securely through authorized Bangko Sentral ng Pilipinas (BSP)-regulated payment gateway partners. If a chargeback or payment rail inquiry is initiated through a card association (Visa/Mastercard), e-wallet (such as GCash or Maya), or bank:
- We fully cooperate with payment gateway providers and financial institutions by submitting verifiable electronic service delivery records, login timestamps, and account activity logs.
- Accounts subject to active, unexplained, or potentially fraudulent chargebacks may be temporarily restricted or placed on hold pending conclusion of the inquiry to protect both parties.
- If a chargeback is resolved in the clinic's favor due to verified duplicate charges or clerical error, we honor the refund in accordance with our Refund Policy.
4. Governing Law and Exclusive Venue
This Policy and any contractual dispute arising from or in connection with the Service shall be governed by and construed in accordance with the laws of the Republic of the Philippines.
In the event that any dispute, claim, or controversy cannot be amicably settled through the informal resolution procedure within thirty (30) days from notice, the parties agree that any judicial action shall be instituted exclusively before the proper and competent courts of San Fernando, Pampanga, Philippines, to the exclusion of all other courts.
5. Contact Information
If you have questions or wish to file a dispute notice, please reach out to:
- Email: support@molarsoft.com
- Operating Hours: Monday to Friday, 9:00 AM – 6:00 PM PHT
- Visit our Contact Us page for full company details.
