Fair collection & your privacy — the rules our partners follow
Ask any Filipino borrower what scares them about online loans and you will hear the same answers: calls to their family, threats, Facebook shaming. All of it is against the law. Aprubado is a free matching platform — we never collect a debt ourselves — and we only connect you to SEC-licensed partner lenders who commit, in writing, to the standards on this page. Treat it as your plain-language guide to what fair collection should look like, and to how carefully we guard the details you hand us.
Reached only 8 AM - 9 PM
Fair collection keeps to daytime windows. Off-hour calls run afoul of SEC MC 18.
Your contacts are protected by law
SEC MC 18 s.2019 makes disclosing your debt to relatives, employers, or phonebook contacts illegal. If any lender does it, report it — we show you how below.
Data used only to match
We pass your form details to eligible partner lenders for one purpose — building your offers.
A clear way to complain
If a partner we matched crosses the line, you get a written route to report and escalate fast.
How a proper collection timeline unfolds
Here is the step-by-step a rule-abiding SEC-licensed partner lender should follow when a payment slips. Aprubado plays no part in this — it happens between you and your lender — but recognising the pattern is the fastest way to catch anything abusive.
- 1Day -3 (before due date)
Heads-up SMS
A courteous text flagging the amount and the date coming up. Zero fees, zero pressure — just a nudge.
- 2Day +1 (one day past due)
First overdue notice
An in-app alert plus email. Expect a clear breakdown: overdue principal, the interest accrued, and the late penalty (never above 5% per month).
- 3Day +3
Opening phone call
A staff agent reaches out inside business hours, on a recorded line. A fair partner walks you through payment options and floats restructuring the moment you flag hardship.
- 4Day +7
Restructuring offer
A written proposal by email — longer term, lighter installments, or a grace period. You lock it in with an e-signature.
- 5Day +30
Account escalated
The file may move to a licensed partner collection agent, who has to name themselves and honour the very same conduct rules. A trustworthy lender never hands the debt to strangers.
- 6Day +60
Credit-bureau report
The delinquency lands with CIBI / TransUnion under R.A. 9510. Settling it refreshes the entry — but the history itself is not wiped.
Red lines a fair collector will never cross
Caught a collection violation? Tell us
Should any of the above occur — whether from a partner lender we matched you with or someone claiming to speak for them — let us know within 48 hours. Every report gets investigated, taken straight to the lender, and weighed against whether they keep their place in our network.
- Email general@virixlabs.com
- Form at /complaint-resolution
- Parallel escalation to SEC EIPD epd@sec.gov.ph and NPC complaints@privacy.gov.ph
Frequently asked questions
Does Aprubado ever collect money or run after borrowers?+
Never. Aprubado is a libre matching platform, not a lending company — we never release funds and we never chase a single peso of repayment. The moment you say yes to an offer, your chosen SEC-licensed partner lender takes over billing and any follow-up. This page simply lays out the collection behaviour we demand of every partner so you know exactly where you stand.
If I fall behind, can a partner lender ring up my relatives or contacts?+
A partner that plays by the rules will not. SEC MC 18 s.2019 makes it illegal to disclose a borrower's debt to third parties. Every lender we route you to has signed on to lawful collection — so if one starts dialling names from your phonebook, tell us and file with SEC EIPD right away.
During which hours is a partner lender allowed to reach me?+
SEC MC 18 s.2019 confines collection contact to sensible hours — as a rule, 8:00 AM to 9:00 PM Philippine time. A midnight ring or any threatening call sits clearly outside the line, so screenshot it, save it, and escalate.
Hindi ko kaya magbayad on time — what should I do?+
Reach your lender ahead of the due date, not after. Most SEC-licensed partners will restructure — longer term, lighter installments — for borrowers facing a real cash crunch. Speaking up early almost always beats letting the date slip in silence.
Can a partner slap on fees or charges I never agreed to?+
They cannot. Every charge — including late penalties, which BSP MC 1133 s.2021 caps at 5% per month of the overdue balance — has to be written into the loan contract you signed. Anything demanded outside that paper carries no legal weight.
A partner lender broke one of these rules — now what?+
Flag it within 48 hours at general@virixlabs.com or through the form at /complaint-resolution. We look into it, take it up with the lender first-hand, reassess whether they keep their spot in our network, and help you lodge parallel complaints with SEC EIPD and the NPC.
What information does Aprubado gather, and where does it end up?+
Only what you type into the matching form, plus routine technical data. With your go-ahead, that is passed to the SEC-licensed partner lenders you could qualify with — purely to test eligibility and build offers. We do not sell it and we do not repurpose it beyond matching, consistent with the Data Privacy Act (R.A. 10173) and NPC Circular 2022-02.