Dispute Resolution Policy
How to raise and resolve billing or service disputes with Sukiden.
Effective date: July 20, 2026
This Dispute Resolution Policy explains how Waillan Digital OPC (doing business as Sukiden) handles billing, subscription, and service disputes for payments processed through sukiden.com and our payment partners (including PayMongo). It supplements our Return and Refund Policy and Terms and Conditions.
1. Contact us first
If you disagree with a charge, believe a payment was unauthorized or duplicated, or have another billing concern, please contact us before opening a chargeback with your bank or card issuer. Early notice helps us investigate and resolve the issue faster.
Email: hello@sukiden.com
Phone: +63 919 997 3426
Customer service: /customer-service
Include your account email, store name, approximate payment date and amount, payment reference (if available), and a short description of the issue.
2. Acknowledgement and investigation
We aim to acknowledge dispute inquiries within one (1) business day on Philippine business days and to complete an initial investigation within seven (7) business days. Complex cases (for example, those requiring payment-provider records) may take longer; we will tell you if we need more time.
3. Possible outcomes
After review, we may:
- Confirm the charge was correct and explain why;
- Issue a refund or account credit under our Return and Refund Policy or applicable law;
- Correct an account error (for example, plan assignment or invoice details); or
- Propose another resolution we both agree to in writing.
4. Escalation
If you are not satisfied with the outcome, reply to our decision email and ask for escalation. A member of our team who was not the first responder will review the case. You may also write to us at the business address listed on Customer service.
5. Chargebacks and payment providers
You retain any rights your card issuer or payment provider grants you. Opening a chargeback without contacting us may delay investigation and, where permitted, affect account access until the dispute is resolved. We cooperate in good faith with PayMongo and other processors when a formal dispute is filed.
6. Governing process
Nothing in this policy limits remedies available under Philippine consumer protection or other applicable law. Contractual disputes under the Terms may follow the dispute and governing-law provisions in those Terms.
7. Merchant identity
Registered Business Name: Waillan Digital OPC
SEC Registration No.: OPC20190000493
Doing business as: Sukiden
Address: B10 L46 Don Mariano Street, Greenfields III subdivision, Quezon City, Philippines