Contact and complaints
Last updated October 6, 2026
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1.Who sells Nexo TV
Nexo TV subscriptions and coins are sold by the business below. These details also appear on your receipts.
| Customer support | support@nexotv.media |
|---|
2.How to reach us
- Help center: signed in, send us a message from the Help center. You can follow every reply in your tickets.
- Email: support@nexotv.media. You don’t need an account to email us.
- Hours: [Support hours, e.g. Monday to Friday, 9:00 to 18:00 Manila time]TBC. Messages sent outside these hours are answered on the next business day.
3.How to make a complaint
Complaining is free, and it never affects your account or your access to the Service.
- Contact us through the Help center or by email. Tell us the email on your account, what happened and when, the receipt reference if it is about a payment (it starts with “NX-”), and what you would like us to do.
- We acknowledge your complaint within 1 business day and give you a ticket reference.
- We look into it and aim to resolve it within 7 days. If we need longer, for example because a payment provider must investigate, we tell you why and when to expect an answer.
- Our reply explains what we found, what we will do, and how to take it further if you are not satisfied.
Refund requests follow our Terms of Service: contact us within 14 days of the charge. For coins, see the Coins policy.
4.Our response times
| Step | Our commitment |
|---|---|
| Acknowledge your complaint | Within 1 business day |
| Resolve your complaint | Within 7 days of receiving it |
| Privacy requests (access, correction, deletion) | Within 30 days, as set out in the Privacy Notice |
5.Escalating to the DTI
If you are not satisfied with how we handled your complaint, or we did not respond within the times above, you can bring it to the Department of Trade and Industry (DTI), which handles consumer complaints, including about online purchases, under the Consumer Act (RA 7394) and the Internet Transactions Act (RA 11967). We cooperate with the DTI on any complaint it refers to us.
- Consumer Care Hotline: 1-384 (1-DTI)TBC
- Email: consumercare@dti.gov.phTBC
- Website: dti.gov.ph
This doesn’t limit any other remedy you have under Philippine law. For card payments you can also contact your bank, and e-wallets such as GCash and Maya have their own dispute channels.
6.Privacy requests and our Data Protection Officer
You can download or delete your data yourself in Privacy & data.
You also have the right to complain to the National Privacy Commission; see privacy.gov.ph.