Dispute Resolution

At GUIA, we are committed to addressing any concerns or issues you may encounter while using our platform in a fair, transparent, and timely manner. This Dispute Resolution Policy outlines the steps to take should you wish to raise a concern or dispute.

1

Initial Resolution Attempt

We encourage users to reach out to our Support Team as a first step. Most issues can be resolved quickly and informally.

To file a concern or dispute:

  • Email us at support@studywithguia.com
  • Include: your username, registered email, a detailed description of the issue, and any relevant documentation (e.g., screenshots, transaction receipts).

We aim to acknowledge your message within 2 business days and resolve most issues within 7 business days.

2

Escalation Process

If the issue is not resolved to your satisfaction, you may request that the matter be escalated to GUIA’s management team.

Please indicate:

  • That you are requesting escalation
  • Why you are unsatisfied with the initial resolution
  • Any further details or clarifications

Our management team will review the matter independently and respond within 10 business days of receiving your escalation request.

3

Final Resolution via Mediation (Optional)

In the rare event that a dispute cannot be resolved internally, we are open to resolving the matter through non-binding mediation, in accordance with Philippine laws.

  • Mediation will be conducted in Metro Manila, unless otherwise agreed.
  • Both parties will share the costs of the mediation process equally.
  • Either party may choose to disengage from mediation at any time.
4

Governing Law

This Dispute Resolution Policy and any related matters shall be governed by and construed in accordance with the laws of the Republic of the Philippines.

5

Limitation of Claims

Any claim or dispute must be raised within 30 days from the date the issue occurred or was reasonably discovered. GUIA reserves the right to decline to review any dispute filed beyond this period.