1. Start with Customer Service
This Policy applies to concerns about Onelivewave purchases, billing, refunds, accounts, and access to digital live-stream services in the Philippines.
We encourage customers to contact us first. Direct communication gives both parties the quickest opportunity to understand the issue and agree on a practical resolution.
2. Information to include
To help us review your complaint efficiently, please provide:
- Your full name and registered account email.
- The order or transaction reference number, if applicable.
- A clear description of what happened, including relevant dates.
- The resolution you are requesting.
- Supporting receipts, screenshots, or error messages.
We may ask for additional information where reasonably necessary. Review timelines begin once we have enough information to investigate.
3. Internal review process
- Acknowledgment. We aim to acknowledge a complete complaint within three (3) business days.
- Investigation. We review relevant transaction records, account activity, and supporting materials. Our target is seven (7) to fourteen (14) business days, although complex cases may take longer.
- Outcome. We explain our findings and the proposed resolution. Depending on the case, this may include account correction, replacement access, refund review, service credit, or a reasoned denial.
- Reconsideration. If you disagree, you may request reconsideration within seven (7) days and provide new or clarifying information.
4. Escalation and good-faith negotiation
If the issue remains unresolved, message Customer Service with “Escalation Request” and include the original case details. A senior reviewer will reassess the available information and communicate the result.
Both parties agree to make a good-faith effort to resolve the matter through respectful, direct negotiation before starting formal proceedings.
5. Mediation and legal remedies
If direct negotiation does not resolve the dispute, either party may propose mediation in Makati City or through a mutually agreed online mediation process. The mediator and allocation of mediation costs must be agreed in writing.
If mediation is unsuccessful or is not mutually agreed, either party may pursue remedies available under Philippine law. Subject to mandatory consumer-protection rules, disputes may be brought before the proper courts of Makati City, Philippines.
6. Payment disputes, fraud, and abuse
Please contact us before initiating a chargeback. If a bank, card issuer, or e-wallet provider opens a payment dispute, we may provide relevant transaction evidence and temporarily restrict the affected account while the matter is reviewed.
We may reject claims that are fraudulent, abusive, or repeatedly submitted without new information. Suspected fraud may be reported to payment partners or authorities where permitted or required by law.
7. Governing law and updates
This Policy is governed by the laws of the Republic of the Philippines. We may revise it to reflect legal or operational changes. The version posted at the time a complaint is submitted will guide the internal review, subject to applicable law.