Effective date: September 1, 2026

Good Diva Corporation, operating the Kooma Wellness brand, is committed to resolving customer concerns fairly, promptly, and directly. This policy sets out how we handle complaints, payment disputes, and chargebacks.

Step 1: Contact us first

Please raise any concern with us before escalating it elsewhere. Most issues, including delivery problems, incorrect charges, and product concerns, are resolved quickly at this stage.

• Email: koomawellness@gmail.com
• Mobile and Viber: 0945 342 1703
• Hours: Monday to Friday, 9:00 AM to 6:00 PM (Philippine Standard Time)

Include your order number, the name and email used on the order, a description of the issue, and any supporting photos, screenshots, or receipts.

Step 2: Our response timeline

• We acknowledge every complaint within two (2) business days.
• We aim to resolve the matter within seven (7) business days of receiving complete information.
• If the case needs further investigation, such as coordination with a courier or supplier, we will inform you of the delay and provide a resolution within fifteen (15) business days.

Step 3: Escalation within the company

If you are not satisfied with the initial resolution, you may request that your case be escalated to management by replying to your existing email thread with the words "Request for Escalation". Escalated cases are reviewed and answered within a further seven (7) business days.

Payment disputes and chargebacks

If you do not recognize a charge from Kooma Wellness or Good Diva Corporation, or believe you were charged incorrectly, please contact us before filing a dispute with your bank or card issuer. We can usually verify or reverse a charge faster than the formal chargeback process, which can take several weeks.

Where a formal dispute or chargeback is filed, we will cooperate fully with our payment processor, the acquiring bank, and the card network. We will submit order records, proof of delivery, and communication history within the timeframes they require, and we will keep you updated on the outcome. Duplicate charges and confirmed unauthorized transactions are refunded in full.

External remedies

If a dispute remains unresolved after the steps above, you may bring the matter to:

• The Department of Trade and Industry (DTI), for consumer complaints under the Consumer Act of the Philippines (Republic Act No. 7394).
• The National Privacy Commission (NPC), for complaints involving personal data.
• Your bank, card issuer, or e-wallet provider, for payment-related disputes.

Governing law

This policy and any dispute arising from your purchase are governed by the laws of the Republic of the Philippines. Any legal action shall be brought before the proper courts of Makati City, Metro Manila, to the exclusion of all other venues.

Contact

Good Diva Corporation (Kooma Wellness)
Unit T-321/323 Mile Long Building, Amorsolo St. cor. V.A. Rufino St., Pio del Pilar, Makati City 1230, Metro Manila, Philippines
SEC Registration No. 2024080163521-24
Email: koomawellness@gmail.com
Mobile: 0945 342 1703