Payment & Refund Policy

Under PuntaGo's current model, customers may create service requests and receive and compare quotations without purchasing PuntaGo credits. The refund rules in this policy apply to approved professionals who purchase PuntaGo professional credits through PayMongo or another payment processor.

This policy also explains professional wallet records, manual admin credit adjustments, failed or duplicate credit purchases, refunds, and chargebacks. Free customer activity, including creating a request, receiving quotations, rejecting a quotation, and cancelling an unbooked request, does not create a customer credit refund claim.

The price of work agreed between a customer and an independent professional is separate from a PuntaGo professional credit purchase. PuntaGo does not currently collect that service price from the customer unless a future checkout clearly identifies the transaction as a customer service payment.

You do not need to accept this policy just to create an account. PuntaGo asks a professional to accept the current version immediately before a wallet top-up or credit purchase. If PuntaGo later introduces a different customer payment flow, its price and applicable refund terms must be shown before confirmation.

PuntaGo may store the accepted payment policy version, acceptance time, IP address, user agent, and related payment record so we can prove which rules applied to a transaction.

This policy is designed to be adapted to Philippine payment, consumer, and tax requirements as the platform matures.

When an approved professional purchases PuntaGo credits, PuntaGo may use PayMongo as an independent third-party payment processor. PayMongo may host the checkout, collect payment-method details, authenticate a payment, run fraud checks, and process supported cards or e-wallets under PayMongo's own terms and privacy notice.

PuntaGo sends PayMongo the information needed for the professional credit checkout, such as the amount, currency, account name, email, description, and transaction reference. PuntaGo stores transaction references and status records but does not store the full card number or card security code entered on PayMongo's hosted checkout.

A payment may be marked pending, paid, failed, expired, refunded, or disputed depending on processor confirmation and PuntaGo records.

You must provide accurate payment details and use only payment methods you are authorized to use.

Returning to a PuntaGo success or processing page does not by itself prove that payment was completed. PuntaGo adds purchased wallet credits only after receiving and verifying the successful server-to-server PayMongo payment confirmation used by the platform.

Pending, failed, cancelled, or expired checkout sessions do not add credits. If confirmation is delayed, the transaction may remain pending while PuntaGo reconciles it with PayMongo.

PuntaGo uses unique transaction references and duplicate checks so a repeated PayMongo webhook or a user retry does not intentionally add the same wallet credits more than once. Suspected duplicate charges should be reported promptly for reconciliation.

PuntaGo may provide wallet credits or professional credits for platform actions such as quote submission, promotions, adjustments, or refunds.

Credits are not cash, bank deposits, stored-value money, or legal tender. Credits may be limited to specific platform uses and may not be transferable unless PuntaGo expressly allows it.

Professional quote fees, currently including the standard quote credit deduction, are charged according to the active platform rules shown in the product or admin settings.

Unless a checkout clearly states otherwise, a PayMongo wallet top-up purchases PuntaGo professional credits only. It does not pay the independent professional's service invoice or settle the separate service agreement between the customer and professional.

Only the professional who paid for a PuntaGo credit purchase may request a refund of that purchase. Customers do not buy PuntaGo credits under the current model and therefore do not receive professional credit refunds.

A professional credit purchase may be eligible for review when a duplicate charge occurred, a successful payment did not add the purchased credits, a verified technical error created an incorrect charge, or purchased credits remain unused and a refund is required by applicable law or approved by PuntaGo.

Credits already consumed by a successfully saved quotation or another paid platform action are normally non-refundable because the charged platform action was completed. A later withdrawal, rejection, expiry, cancellation, or non-selection of that quotation does not automatically restore the consumed credits, unless PuntaGo confirms a system error or applicable law requires another result.

Promotional, referral, bonus, or complimentary administrator credits have no cash refund value. A manual wallet correction is not a PayMongo purchase and does not create a right to receive money from PayMongo.

For an eligible professional PayMongo credit purchase, an external money refund will normally be requested to the original payment method when PayMongo supports it. Eligibility, refund windows, partial-refund support, processing time, and final availability are subject to PayMongo, the card network or e-wallet provider, available settlement balance, and applicable law.

A PuntaGo wallet adjustment or removal of unused credits is not by itself proof that money has returned to a card or e-wallet. An external refund is complete only when the payment processor confirms the refund status. PuntaGo will show or communicate the available status when the refund feature is used.

Money paid directly by a customer to an independent professional for service work is not a PuntaGo professional credit purchase. Any cancellation, price, workmanship, or service-payment dispute between them follows their direct service agreement, PuntaGo's dispute process where available, and applicable law.

Once a refund request has been submitted to a payment processor, it may not be reversible. Delays caused by processor review, payment-method rules, settlement availability, banking schedules, or incorrect user information may be outside PuntaGo's direct control, but PuntaGo will provide reasonable transaction support.

Customers and professionals should use PuntaGo messages and booking tools to document schedule changes, cancellations, no-shows, incomplete work, or service quality issues.

Cancelling a customer request, rejecting a professional quotation, cancelling a booking, or ending a chat does not by itself create a refund of credits already consumed by a completed professional platform action.

PuntaGo may review chat history, booking status, professional credit records, uploaded files, and user reports when deciding whether a credit correction, professional credit-purchase refund, or account restriction is appropriate.

If a payment is disputed or charged back, PuntaGo may suspend wallet use, reverse credits, request information, restrict account access, or cooperate with payment processors and authorities.

Fraudulent payments, fake bookings, off-platform payment pressure, refund abuse, or misuse of credits may result in account suspension.

A chargeback does not automatically decide a service dispute. PuntaGo and PayMongo may request receipts, booking records, messages, or other evidence, and users retain rights that cannot be waived under applicable law.

A professional should report an unrecognized credit-purchase charge, duplicate charge, missing purchased credits, failed refund, or other professional wallet payment problem to PuntaGo promptly. PuntaGo may compare its ledger, PayMongo references, webhook records, quotation records, and account activity before taking action.

PuntaGo's internal review does not prevent a user from contacting PayMongo, the payment-method provider, or the proper government agency. Where the Internet Transactions Act and its implementing rules apply, the internal redress process is treated as exhausted if the complaint remains unresolved after seven calendar days.

For a professional credit-purchase or refund question, contact support@puntago.net with the professional account email, top-up or transaction reference, amount, date, remaining credit balance, and a clear explanation.

We may ask for additional documents, screenshots, or communication records before completing a review.

Users must be at least 18 years old to make payments or use financial features on PuntaGo. You may also request account deletion or personal data removal, subject to legal, tax, payment, fraud-prevention, dispute, and safety retention requirements.