Ember POS

If something has gone wrong — a charge you do not recognise, a refund we have not sent, a fault in the app, or the way we have treated you — this page says exactly what to do, how long we take, and who to go to if we cannot put it right. It applies to every customer of Ember POS Computer Software Store, and it sits alongside our Terms & Conditions, Returns & Refunds policy and Privacy Policy.

1. Step one: tell us

Almost everything is settled here, and it is the fastest route by a wide margin.

Tell us your shop name, what happened, and what you would like done about it. Send a screenshot if you have one. You do not need a reference number, a form, or any particular wording.

2. What we promise on timing

Business days are Monday to Friday, Philippine public holidays excepted. Philippine Standard Time (UTC+8).

3. Step two: ask for it to be escalated

If our answer does not settle it, reply and say so plainly — "please escalate this" is enough. It then goes to the owner of the business, who will look at it again from the start and reply within 7 business days. EmberPOS is a small Philippine company; there is no call-centre script and nobody has to be got past.

4. If the complaint is about a payment

Please talk to us before you file a chargeback with your bank or card issuer. Not to stop you — you keep that right, always, and section 6 says how to use it. It is simply that if the charge was wrong we will refund it in days, whereas a chargeback takes weeks and locks the money while it runs.

• A double charge, a charge after you cancelled, or a payment that never unlocked the app is refunded in full. That is not negotiable and we do not argue it. See Returns & Refunds.
• An approved refund always goes back by the same method you paid with. We will never ask you for card details in order to send one, and you should treat anybody who does as a fraud.
• If you paid through Google Play, Google is the seller of record for that charge and handles the refund. We will still look at your case if Google declines it.
• We will give you, free, a written record of any payment you made to us — the date, the amount, and what period it bought — for you to use with your bank.

5. If the complaint is about your information

Privacy complaints go to our Data Protection Officer, at the same email address, and are handled under the Privacy Policy. You can also go straight to the National Privacy Commission at privacy.gov.ph — you do not need our permission, and you do not have to come to us first.

One thing worth knowing: for the staff and customer records your shop keeps in the app, your shop is the controller of that information and we only process it for you. If one of your staff or customers complains about their own data, that request is yours to answer — and we will help you answer it. Terms & Conditions, section 5a.

6. Step three: outside help

You can go to any of these at any time. Nothing on this page asks you to give up that right or to wait for our permission.

Consumer complaints — DTI

The Department of Trade and Industry, Fair Trade Enforcement Bureau handles consumer complaints against Philippine businesses, including ours.

• Online: consumercare.dti.gov.ph
• Email: consumercare@dti.gov.ph
• DTI hotline: 1-384

Privacy complaints — NPC

• National Privacy Commission — privacy.gov.ph

Payment and card complaints

A dispute about the card, bank account or e-wallet itself belongs with the institution that holds it. Start with your own card issuer or bank. For a complaint about a BSP-supervised payment institution, the Bangko Sentral ng Pilipinas Consumer Assistance Mechanism is the escalation route:

• Email: consumeraffairs@bsp.gov.ph
• Phone: (02) 8708-7087
• Or chat to BOB, the BSP Online Buddy, at bsp.gov.ph

7. Law and venue

These arrangements and our Terms & Conditions are governed by the laws of the Republic of the Philippines, including the Consumer Act (RA 7394) and the Data Privacy Act (RA 10173). We will always try to settle a dispute by discussion first. If that fails, it may be brought before the proper courts of Mandaluyong City, Metro Manila, where the business is registered — and nothing here prevents you from using a small-claims procedure or any other remedy the law gives you.

8. What we keep a record of

Every complaint is logged with the date it arrived, what it was about, what we decided and when we closed it. We keep that record so we can answer for it, and so that a fault reported once gets fixed rather than re-reported.

9. Contact

Ember POS Computer Software Store
Mandaluyong City, Metro Manila, Philippines
Email: atlasco.web@gmail.com
Or Message us inside the app.

Registered with the Department of Trade and Industry (Business Name No. 8408424) and with the Bureau of Internal Revenue under RDO 041, Mandaluyong. Full details on the Contact page.