Refund and Cancellation Policy

This Policy explains how cancellations and refunds are handled in connection with the MuniServe platform, operated by Muniserve Computer Software Trading (“MuniServe,” “we,” “us,” or “our”). This Policy is divided into two parts: Part A, covering LGU software subscriptions — the only payment MuniServe itself processes, via our accredited payment gateway partner (Xendit) — and Part B, which explains where citizens and business applicants actually pay their government fees, since MuniServe does not process those payments at all. Please read the section relevant to your transaction carefully.

Part A: LGU Software Subscriptions

This section applies to Local Government Units (“LGUs”) that subscribe to the MuniServe platform under a subscription or service agreement. This is the only payment flow that MuniServe processes directly, through our accredited payment gateway partner (Xendit), and it is billed to and paid by the LGU institutionally, through its Treasury or Accounting Office.

1. Billing. Subscription fees are billed monthly or annually, as specified in the applicable signed Agreement or Order Form between MuniServe and the LGU.

2. Cancellation. An LGU may cancel its subscription by providing at least thirty (30) days’ prior written notice to MuniServe at hello@muniserve.ph, or through such other channel specified in the signed Agreement. The subscription, and the LGU’s access to the Platform, will remain active through the end of the then-current billing period.

3. No Retroactive Refunds. Fees already billed and/or paid for a completed or ongoing billing cycle are non-refundable, including where the LGU cancels mid-cycle or does not fully utilize the Platform during that period. MuniServe does not issue prorated or partial refunds for unused portions of a billing cycle.

4. One-Time Fees. Any one-time onboarding, setup, customization, or data-migration fee is non-refundable once the corresponding work has commenced.

5. Service-Failure Refunds. Refunds outside of this Policy are available only where MuniServe fails to meet a material service-level commitment expressly set out in the LGU’s signed Service Agreement, and such refunds, if any, are governed exclusively by the terms of that Agreement — not by this Policy.

6. Reactivation. An LGU that reactivates its subscription after cancellation may be required to pay applicable onboarding or setup fees again.

Part B: Citizen / Applicant Fee Payments (Made Through the LGU’s LinkBiz Portal)

This section applies to individuals and businesses (“Citizen Users”) who owe business taxes, permit fees, regulatory fees, or clearance fees assessed by an LGU in connection with an application submitted through the Platform.

1. MuniServe Does Not Process Citizen Payments. MuniServe’s role is limited to computing and displaying the assessed amount you owe, based on the applicable LGU’s Revenue Code, and routing your application to the relevant LGU department. MuniServe does not collect, process, hold, or have any access to funds you pay for a government fee, tax, or clearance.

2. Where You Actually Pay. Payment of assessed government fees, taxes, and clearances is made directly by you through the applicable LGU’s own LinkBiz payment portal — a separate platform owned and operated by the LGU (or its designated partner), independent of MuniServe and not covered by this Policy.

3. No Refunds by MuniServe. Because MuniServe never receives, holds, or processes these funds, we have no ability to cancel, reverse, or refund a payment made on the LinkBiz portal, and this Policy does not govern that transaction.

4. Where to Bring Disputes. Any dispute, overpayment, erroneous assessment, failed or duplicate transaction, or refund request concerning a government fee or tax must be raised directly with the Municipal or City Treasurer’s Office of the applicable LGU and/or the LinkBiz portal’s own support channel, following their respective procedures.

5. Limited Assistance. Upon request, MuniServe can provide a copy of the computed assessment generated by our system for your reference (for example, to support a dispute you raise with the LGU). We do not hold proof-of-payment records for LinkBiz transactions and cannot verify or confirm payment on the LGU’s behalf — please retain your LinkBiz receipt or reference number for that purpose.

6. Questions. If you have questions about how an assessment shown on MuniServe was computed, contact hello@muniserve.ph and we will respond within two (2) business days. For anything relating to an actual payment, dispute, or refund, please contact the applicable LGU’s Treasurer’s Office or LinkBiz support directly — final resolution of those matters is entirely outside MuniServe’s control.

Contact Us

For questions about this Policy, or for assistance with transaction records related to a payment dispute, contact:

Email: hello@muniserve.ph
Phone: +63 977 440 1374
Entity: Muniserve Computer Software Trading
Address: 04 Yakal St. San Miguel Bulacan 3011