Published on: January 1 2025

At ROC.PH Digital Marketing Services, we are dedicated to providing high-quality digital services to help your business succeed. To maintain transparency and build trust, we’ve established the following Refund & Returns Policy to clearly explain your rights and responsibilities regarding service cancellations and refunds.

1. 14-Day Money-Back Guarantee

If no project task has been approved by the client within 14 days from the project start date, you are eligible to request a full refund. However, if the client’s approval is delayed beyond this period, and no special circumstances exist, the project will be considered lapsed, and refunds will no longer be applicable.

2. Non-Tangible and Customized Services

As we provide non-tangible, customized digital services, such as web development, digital marketing, and graphic design, these services are non-refundable once delivered or partially performed. Work completed or in-progress will be assessed to determine if a refund applies based on the terms outlined in this policy.

3. Cancellation and Refund Terms

If you cancel your service after work has begun, the following cancellation fees will apply:

• 30% Administration Fee: Covers setup and project management costs.
• 20% Processing Fee: Covers financial processing, contract termination, and resource allocation.
• 30% Early Termination Fee: Applies to projects that are canceled before completion, covering the impact on schedules and resources.

Refunds will be calculated after deducting the applicable fees from the total project cost, based on the project’s progress and deliverables already provided.

4. Fixed-Term Contracts

For fixed-term contracts (e.g., 3 or 6 months), cancellations will be governed by the specific terms outlined in the contract. Early termination may incur cancellation fees as described in the Service Cancellation & Termination Policy. Refunds will be processed based on the services provided up until the point of cancellation.

5. Promotional Discounts, Coupons, and Gift Cards

Any promotional discounts, coupon codes, or gift cards applied to your project are non-refundable and non-transferable. Once applied to a project, these offers are considered fully utilized and are not eligible for a refund, regardless of project status.

6. Performance-Based Refunds

While we work diligently to meet the objectives of your project, we cannot guarantee specific outcomes, such as revenue growth, follower increase, or design approval, as these are influenced by factors beyond our control (market conditions, audience behavior, etc.). Performance-based refunds will not be issued, as services rendered, such as web development, ad placements, or graphic design, fulfill our obligations.

7. Requesting a Refund

To request a refund, please submit a written request specifying the reason for the request and including relevant documentation. Refund requests will be reviewed within 14 business days, and if eligible, the refund will be processed within 30 business days after approval, less applicable fees.

8. Dispute Resolution

If you have any concerns regarding the services provided or believe a refund is warranted, we encourage you to reach out to us. We are committed to resolving any issues amicably. If necessary, you may also contact the Department of Trade and Industry (DTI) or pursue your case through Small Claims Court.

9. Third-Party Costs

Any third-party expenses incurred during service delivery (e.g., advertising spend, software fees, platform charges) are non-refundable as they are governed by the policies of respective third-party providers. Unspent funds allocated for third-party services will be returned to the client upon request.

10. Force Majeure

ROC.PH will not be liable for any delay or failure to perform under this policy due to unforeseen circumstances, including but not limited to natural disasters, internet or power outages, labor strikes, government actions, or pandemics. In the event of a force majeure, we will make every effort to resume services as soon as possible, and refund eligibility will be assessed based on the situation and work completed to date.

11. Special Circumstances

In rare instances, such as significant service interruptions or unforeseen circumstances beyond our control, we will assess refund or credit options on a case-by-case basis.

12. Contact Us

If you have any questions or concerns regarding this Refund & Returns Policy or need clarification, please contact us at [email protected]. We are here to assist you.