Refund Policy

This Refund Policy explains how cancellations, returns, and refunds work on the Fans by Fans e-commerce platform ("Platform"), operated by Tatak Entertainment Technologies Inc. As the Merchant of Record, Fans by Fans is responsible for processing all refunds directly to customers.

Our Platform uses the ProtectedByFans Guarantee to protect all transactions. This policy is designed to be fair to all parties while complying with the Consumer Act of the Philippines (Republic Act No. 7394) and the Internet Transactions Act of 2023 (Republic Act No. 11967).

Understanding how the ProtectedByFans Guarantee protects you is essential for understanding our refund process:

2.1 Transaction Statuses

3.1 Who Can Request Cancellation

Either the buyer or the partner may request cancellation of a transaction while funds are still protected under the ProtectedByFans Guarantee.

3.2 Cancellation Process

1. Request: One party requests cancellation with an optional reason.
2. Notification: The other party is notified of the cancellation request.
3. Response: The other party can approve or reject the request.
4. Outcome:
   • If approved: Order is cancelled and buyer receives a full refund.
   • If rejected: The requesting party may open a dispute for admin review.

3.3 Valid Reasons for Cancellation

Cancellation requests are subject to review. The following are the only valid reasons for cancellation:

3.4 Cancellation Timeframe

Cancellation requests can only be made while the transaction is inProtectedstatus. Once you confirm receipt and the transaction is completed, cancellation is no longer possible.

4.1 Refund Eligibility

Refunds are processed when:

• A cancellation request is mutually approved
• A dispute is resolved in the buyer's favor
• The partner fails to fulfill the order within the agreed timeframe
• The product is significantly not as described
• The product is defective or damaged

4.2 Refund Types

4.3 Refund Processing

Refunds are processed to the original payment method used for the purchase:

• E-wallets (GCash, Maya): 1-3 business days
• Credit/Debit Cards: 5-14 business days (depends on card issuer)
• Bank Transfers: 3-7 business days

Processing times are estimates and may vary based on your payment provider and bank.

4.4 Platform Fees on Refunds

When a refund is processed:

• Buyer-initiated cancellation (before fulfillment): Full refund; any buyer fees may or may not be refunded depending on circumstances.
• Partner-initiated cancellation: Full refund including all fees.
• Dispute resolved for buyer: Full refund including all fees.

5.1 When to Open a Dispute

A dispute should be opened when:

• A cancellation request is rejected and you disagree
• The product received is significantly different from the description
• The product is defective or damaged
• The partner is unresponsive and hasn't fulfilled the order
• There is suspected fraud

5.2 Dispute Process

1. Open Dispute: Submit a dispute through your transaction page with a description and any supporting evidence (photos, screenshots, messages).
2. Partner Response: The partner is notified and given opportunity to respond with their evidence.
3. Admin Review: Our team reviews the case, evidence from both parties, and transaction history.
4. Resolution: A decision is made, which may include:
   • Full refund to buyer
   • Partial refund to buyer
   • Release funds to partner
   • Other resolution as appropriate

5.3 Dispute Timeline

Disputes are typically resolved within 7-14 business days, though complex cases may take longer. Both parties will be notified of the outcome via email and in-app notification.

5.4 Evidence Requirements

To support your dispute, please provide:

• Clear photos/videos of the product (if applicable)
• Screenshots of product listing and description
• Communication history with the other party
• Proof of delivery or non-delivery (tracking information)
• Any other relevant documentation

Refunds are generally not available in the following situations:

• After Confirmation: Once you confirm receipt and funds are released to the partner, refunds cannot be processed through the platform.
• After Auto-Release: If you did not confirm or dispute within the 14-day period and funds were auto-released.
• Buyer's Remorse: Simply changing your mind after the partner has fulfilled the order (unless partner agrees).
• Minor Differences: Minor variations that don't materially affect the product's value or functionality.
• Used Products: Products that have been used or damaged by the buyer after receipt.
• Digital Products: Digital goods that have been accessed or downloaded (unless defective).

This policy does not limit your rights under Philippine consumer protection laws:

7.1 Consumer Act of the Philippines (RA 7394)

You have the right to:

• Receive products that match their description
• Be protected against deceptive sales practices
• Seek redress for defective products
• Be informed of product quality and safety

7.2 Internet Transactions Act (RA 11967)

For online transactions, you have additional rights including:

• Clear and accurate product information
• Transparent pricing in Philippine Pesos
• Clear refund and return policies
• Accessible complaint and dispute mechanisms

7.3 Filing Complaints

If you believe your consumer rights have been violated and cannot be resolved through our platform, you may file a complaint with:

For questions about this Refund Policy or assistance with a refund request:

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. For significant changes, we will notify users via email or platform notification.

The policy in effect at the time of your transaction will apply to that transaction.