Dispute Resolution Policy

This policy applies to any dispute, claim, or disagreement between you and UrsimusAI (operating Archivo) arising from or relating to the service, your account, billing, or our Terms of Service. It is designed to resolve issues quickly, fairly, and without unnecessary cost. It should be read together with our Terms of Service and, for payment-related matters, our Refund Policy.

Before starting any formal action, please contact us so we can try to make things right. Email support@archiv-o.com with the email address on your account, a clear description of the issue, any relevant dates or charges, and the outcome you are looking for. Most concerns are resolved at this stage. We aim to acknowledge your message within about three business days.

If your issue is not resolved through informal contact, you may submit a formal written complaint to support@archiv-o.com with the subject line “Formal complaint.” Please describe what happened, what you have already discussed with us, and the resolution you are seeking. We will review your complaint and respond in writing, normally within 15 business days.

If a complaint is still unresolved, both you and Archivo agree to attempt to resolve the dispute through direct, good-faith discussions for a period of at least 30 days from the date the formal complaint was raised. Many disputes can be settled at this stage once both sides understand each other's position.

If good-faith negotiation does not resolve the dispute, you and Archivo may both agree to refer the matter to non-binding mediation before a neutral, mutually agreed third party. Where mediation is used, each party normally bears its own costs and shares the mediator's fees equally, unless otherwise agreed. Mediation is optional and does not remove your right to pursue other remedies available under the law.

Consistent with our Terms of Service, this policy and any dispute relating to Archivo are governed by the laws of the Republic of the Philippines, unless another jurisdiction is required by applicable law. If a dispute cannot be resolved through the steps above, it shall be submitted to the proper courts of the Republic of the Philippines, unless the mandatory law of your country of residence requires that proceedings take place elsewhere.

For disagreements about a payment, refund, or charge, please first follow our Refund Policy and contact us directly. We can usually resolve billing issues faster than a bank dispute. Please do not initiate a chargeback with your bank or card network before contacting us; a refund cannot be processed while a chargeback for the same charge is still pending, and starting one first may delay the outcome.

Please raise any dispute with us as soon as reasonably possible after the event that gave rise to it, and in any case within the time period allowed by applicable law. Acting promptly helps us review the relevant account activity and usage records while they are still available.

To the extent permitted by applicable law, disputes will be handled on an individual basis between you and Archivo, rather than as part of a class, consolidated, or representative action. This provision applies only where it is enforceable under the law that governs your relationship with us, and it does not limit any mandatory collective rights you may have.

While a dispute is being resolved, both parties should continue to meet their ongoing obligations where it is reasonable to do so. This means you generally keep access to your account and files, unless your access has been suspended or terminated for cause under the Terms of Service.

Nothing in this policy limits any mandatory rights you have as a consumer, or your right to bring a complaint before a competent government authority or consumer-protection body — such as the Department of Trade and Industry in the Philippines, or the relevant consumer authority in your own country. Following this policy is intended to resolve issues faster, not to take away rights the law gives you.

We may update this Dispute Resolution Policy from time to time. If changes are material, we will provide reasonable notice through Archivo, email, or a website notice. The version of this policy in effect at the time a dispute arises will apply to that dispute.

To raise a dispute or ask about this policy, contact us at support@archiv-o.com or visit our Contact page.