Dispute Resolution Policy

Last updated 2026-07-30

How to raise a complaint, what we do with it, how long each step takes, and where to go if you are still not satisfied.

Registered business name: Meta Animals Technologies Corporation
Product operated: IAGD (International Animal Genetics Database)
SEC Registration Number: 2021110033180-50 (incorporated 19 November 2021)
Taxpayer Identification Number: 606-106-923-00000 (VAT registered)
Registered business address: 1016A 10th Street, San Martin, San Isidro, Angono, Rizal 1930, Philippines
Correspondence address: Manalo Resort Hotel, Sitio Tutulo, Brgy. Mahabang Parang, Binangonan, Rizal, Philippines
Customer service: support@iagd.pet
Privacy contact: privacy@iagd.pet
Service hours: Monday to Friday, 9:00 AM to 6:00 PM (Philippine Standard Time), excluding Philippine public holidays
Website: https://iagd.pet

1. What this policy is for

This policy sets out how Meta Animals Technologies Corporation handles a complaint or a dispute about IAGD. It covers payments and refunds, delivery, the accuracy of a registry record or a certificate, the conduct of a service delivered by us, and the handling of your personal data.

It also covers a dispute between two members about a registry record, for example a disagreement about ownership or parentage, because the record sits in our registry and we have to decide what it says.

2. Step 1: raise it with customer service

Send the details to support@iagd.pet, or use the support section of the IAGD app. Include:

Your name and the email address on your account.
The invoice, order, IAGD number, or record the complaint concerns.
What happened, and what outcome you are asking for.
Any receipts, screenshots, or photographs that support it.

Stage	Timing
We acknowledge, and give you a reference number	Within 2 business days
We answer, or tell you what we still need from you	Within 15 calendar days of acknowledgement
Where a matter needs a supplier, a veterinarian, or a courier to respond first	We tell you that, and give a revised date

Stage

Timing

We acknowledge, and give you a reference number

Within 2 business days

We answer, or tell you what we still need from you

Within 15 calendar days of acknowledgement

Where a matter needs a supplier, a veterinarian, or a courier to respond first

We tell you that, and give a revised date

3. Step 2: ask for a management review

If our answer does not resolve it, reply to the same thread and ask for a management review, or write to support@iagd.pet with the reference number and the words "management review" in the subject line.

The review is carried out by someone who did not handle the original complaint.
We give you a written decision within a further 15 calendar days.
The decision states what we found, what we will do, and what we will not do, with the reason.

4. Step 3: mediation

If we still disagree, either side may propose mediation before starting a court case. Both sides must agree on the mediator and share the cost equally unless we agree otherwise in writing. Neither side is obliged to mediate, and proposing it does not stop the time limits that apply to a legal claim.

5. Disputes between members about a registry record

Where two people claim the same animal, or dispute a pedigree entry, we follow this order:

We mark the record as disputed so nobody relies on it while we look into it.
We ask both sides for documents: sale receipts, transfer forms, microchip records, veterinary records, breeder statements.
We decide on the documents in front of us and record the reason. Where the documents do not settle it, the record stays marked as disputed until a court, a government agency, or a written agreement between the parties settles it.
We do not adjudicate ownership of the animal itself. That is a matter for the courts.

A certificate issued from a record that is later found to be false is withdrawn, and anyone we know to be relying on it is informed.

6. Card and payment disputes

If your complaint is about a charge, tell us first. We can usually correct a duplicate or an incorrect amount within a few days, which is faster than a bank dispute. The timings are in the Return and Refund Policy.

You keep the right to dispute a charge with the bank or institution that issued your card or wallet. If you do that, we will supply the order record, the delivery evidence, and our correspondence to the processor handling the case.

7. If you are still not satisfied

Nothing in this policy prevents you from going to an external body at any time.

Consumer complaints: the Department of Trade and Industry handles consumer complaints in the Philippines under the Consumer Act of the Philippines (Republic Act No. 7394).
Personal data complaints: the National Privacy Commission handles complaints under the Data Privacy Act of 2012 (Republic Act No. 10173). Write to us first at privacy@iagd.pet, as described in our Privacy Policy.
Veterinary practice concerns: the Professional Regulation Commission regulates licensed veterinarians in the Philippines.
Card payment concerns: the bank or institution that issued your card.

8. Records and language

We keep the complaint file, our decision, and the reason for it for at least 3 years.
We handle complaints in English or Filipino.
We will not close your account or withdraw a record because you filed a complaint.

9. Governing law and venue

This policy and any dispute arising from it are governed by the laws of the Philippines. Court proceedings, if it comes to that, are brought before the proper courts of Angono, Rizal, Philippines. See also our Terms and Conditions.

10. Contact

Meta Animals Technologies Corporation
1016A 10th Street, San Martin, San Isidro, Angono, Rizal 1930, Philippines
support@iagd.pet

Monday to Friday, 9:00 AM to 6:00 PM (Philippine Standard Time), excluding Philippine public holidays.