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Dispute Resolution Policy

Last updated: October 11, 2026

We want every problem with a purchase or with the Service to be resolved fairly and quickly. This policy explains how to raise a dispute with VelvetWorld Software Publishing Services and what to expect.

1. What counts as a dispute

A dispute is any complaint about a charge (for example, being charged twice, being charged but not receiving Coins, or an unrecognised charge), about a call or chat that did not work properly because of a fault on our side, or about how your account or a Coin balance was handled.

2. Step 1 — Contact us first

Email support@velvetworld.net from the address on your account. Please include your username, the date and amount of the purchase (or the date and time of the problem), and a short description. Screenshots or payment receipts help.

3. Step 2 — Our response

  • We acknowledge your message within 3 business days.
  • We review the account, payment and activity records and may ask you for more information.
  • We aim to give you a decision within 15 business days of receiving all the information we need.
  • If we find an error on our side, we correct it by crediting the Coins or refunding the payment to the original payment method, in line with our Refund Policy.

4. Step 3 — If you are not satisfied

Reply to our decision and ask for a review by a second member of our team. If the matter is still unresolved, you may bring a complaint to the Department of Trade and Industry (DTI) or to the courts of the Philippines, as stated in our Terms of Service.

5. Card disputes and chargebacks

You always have the right to dispute a charge with your bank or card issuer. We ask that you contact us first, because we can usually fix a genuine problem faster than a chargeback can. If a chargeback is filed, we may temporarily suspend the account while the dispute is reviewed, and we will provide the records requested by the payment processor. Chargebacks that are found to be invalid may lead to account closure.

6. Disputes between users and Models

Conduct complaints (harassment, misconduct, or content that breaks our rules) are handled under our Content Moderation Policy.

7. Contact

VelvetWorld Software Publishing Services · support@velvetworld.net · Block H3 Lot 10, Brgy. San Lorenzo Ruiz 2, Dasmariñas, Cavite 4114, Philippines