Dispute resolution policy.

We are a small local team, and nearly every complaint is something we can fix the same day if we hear about it. Before anything else, tell us:

• —Email operations@mccr.com — best for anything about money, because it gives us both a written record
• —Call or text 0920 955 8805 — answered any hour, best when you are mid-rental and need help now
• —Facebook Messenger, via the chat links on this site
• —In person at 3465 Opal Street, Casals Village, Mabolo, Cebu City, Philippines

The more of this you can give us, the faster it moves:

• —The name the booking was made under, and your rental dates
• —Your payment reference — the code beginning mccr_ on the receipt PayMongo emailed you
• —What happened, and what you would like us to do about it
• —Photos, if the complaint is about the vehicle’s condition

• —We acknowledge your complaint within one business day.
• —We aim to resolve it within seven business days.
• —If it needs longer — for example a repair estimate or a third party’s response — we tell you that, and we tell you when to expect the next update rather than going quiet.

Our answer, and the reasons for it, are given to you in writing.

Ask for it to be reviewed by the business owner. Reply to the same email thread and say you want the decision reviewed. The owner looks at it fresh and responds within a further seven business days.

Payments on this site are processed by PayMongo, so a charge may appear on your statement or wallet history under the processor’s name rather than ours. Every payment also carries a reference beginning mccr_, which is unique to one booking.

Send us that reference, or the date and amount, and we will trace the exact checkout and tell you what it was for. If it turns out to be a duplicate charge, a wrong amount, or something you never authorised, it is refunded in full under our Return and Refund Policy — you do not have to argue for it.

If you paid by card, nothing here removes your right to dispute a charge with the bank that issued it. You can always go to your bank.

We ask you to come to us first for one practical reason: we can usually refund you faster than a chargeback can, which typically takes weeks to work through the card networks. Where a chargeback is raised, we cooperate fully with the evidence requests we receive from PayMongo and your issuing bank, and we will share the booking record, the payment reference and our correspondence with you.

Complaints about how we have handled your personal information follow the same route as everything else here. What we collect and your rights over it are set out in our Privacy Policy. If we cannot resolve it between us, you may lodge a complaint with the National Privacy Commission of the Philippines.

You are free to escalate outside our business at any point, and using this policy first does not cost you that right:

• —The Department of Trade and Industry (DTI), through its consumer protection channels, for complaints about the rental service.
• —The Bangko Sentral ng Pilipinas (BSP), for complaints about the handling of an electronic payment, alongside a complaint to the payment processor itself.
• —The National Privacy Commission, for complaints about personal data.

Please use each agency’s own current contact channels, published on their official websites.

This policy and your rental are governed by the laws of the Republic of the Philippines. Any dispute that cannot be resolved through the steps above shall be brought before the courts of Cebu City, as stated in our Terms of Service.