Return and Refund Policy

1.1 Digital Products. Every purchase on the Platform is a licensed digital photograph delivered electronically. Nothing is shipped, and there is no physical item to return.

1.2 Instant Performance. Pursuant to the Internet Transactions Act of 2023 (R.A. 11967), the service is considered fully performed the moment the Digital Product is made available for download or sent to the email address given at checkout. Because delivery is immediate and irreversible, all sales are final except in the circumstances set out in Section 2.

2.1 Eligible Circumstances. You may request a refund within 3 days of delivery if any of the following applies:

• Corrupt or undeliverable file: the Digital Product is technically corrupt, will not open, or fails to download.
• Not as described: the Digital Product does not match the description or the preview shown at the time of purchase.
• Duplicate purchase: the same Digital Product was purchased more than once in error.
• Wrong subject: the Digital Product does not depict the subject you intended to purchase, where the purchase was made in good faith.

2.2 Discretionary Resolution. Outside the circumstances listed in Section 2.1, refunds are granted at the Platform’s sole discretion. A request made outside the 3-day window does not create an entitlement to a refund, and a resolution offered in one instance does not establish a precedent for any other. We would still rather hear from you than not, so write to us and we will look at it.

2.3 Your Statutory Rights. The timeframes in this policy are our own service commitments. Nothing here limits, waives, or replaces any right you have under Philippine consumer law, and where the two differ the law prevails.

3.1 Where to Write. Send your request to support@fokus.ph. We read and reply during our support hours (Mon–Fri, 9:00 AM – 5:00 PM PHT).

3.2 What to Include. So we can locate your purchase without an account, please give us:

• Your order reference number.
• The email address you used at checkout.
• A screenshot of your proof of payment: the QR Ph confirmation, the e-wallet or bank transaction record, or the charge as it appears on your card statement.
• Which photo or photos the problem affects.
• A short description of the problem.

3.3 Our Response. We acknowledge every request within 1 business day. Once we have a complete request, we decide within 3 business days and tell you the outcome in writing. If we need something further from you, the decision clock starts again when you send it.

4.1 Whole Orders Only. A refund covers the entire order. Individual photographs within an order cannot be refunded separately, because QR Ph does not support partial refunds. If only part of your order is affected, tell us and we will work out the fairest resolution with you.

4.2 Where the Money Goes. Approved refunds are returned to the original payment method. We cannot refund to a different account, card, or wallet. Once we release a refund, the remaining time is set by the payment processor and your bank rather than by us:

4.3 Outer Limit. Separately from the 3-day request window above, our payment processor cannot return a payment at all once it is more than 30 days old for QR Ph or 60 days old for card. Past that point no refund is technically possible, whatever the circumstances.

5.1 Revocation of License. If a refund is issued, your license to use the Digital Product is immediately revoked. You must delete every copy in your possession. Continued use of a refunded Digital Product constitutes copyright infringement and may be pursued by the photographer who owns it.

6.1 Tips. Tips are voluntary payments made directly to the photographer and are not refundable. A tip is separate from the price of the photographs, and it is stated as such at checkout before you pay.

6.2 Free Downloads. Photographs obtained at no charge carry no payment and therefore nothing to refund.

7.1 Contact Us First. If you do not recognise a charge or believe it was made in error, please contact us before filing a dispute with your bank. Send a screenshot of the charge as it appears on your statement and we can almost always resolve it faster than a formal chargeback, which typically takes several weeks to conclude.

7.2 Records We Hold. For every order we retain the checkout details, the payment authorisation, the delivery record, and any download activity. Where a dispute is filed, we provide these records to the acquiring bank as evidence.

7.3 Unauthorised Transactions. If you believe your card was used without your permission, contact your card issuer immediately and also let us know at support@fokus.ph so we can suspend delivery and assist the investigation.

In accordance with R.A. 11967, all users agree to first exhaust the Platform’s internal redress mechanism by sending a written complaint to support@fokus.ph. That mechanism is deemed exhausted if the complaint remains unresolved after seven (7) calendar days from filing, as set out in Section 5 of our Terms of Service. Full contact details are on our Contact page.