Service Cancellation & Termination Policy
Published on: January 1 2025

At ROC.PH Digital Marketing Services, we strive to offer high-quality, customer-centric digital solutions. We understand that there may be instances where clients need to cancel or terminate services, and we have established a clear, fair, and legally compliant cancellation and termination policy to protect both parties’ interests.

1. General Terms

The following terms apply to all services provided by ROC.PH Digital Marketing Services. By requesting and using our services, you agree to the terms outlined in this policy. It is important to review this policy before proceeding with a cancellation or termination request.

2. Cancellation by Client

If you wish to cancel a service, you must notify us in writing (via email or through the project management system). The cancellation will be subject to the following conditions:

  • Before Service Commencement: If you cancel the project prior to any work being started, no cancellation fees will be applied, and you will receive a full refund if applicable under our Refund & Returns Policy.

  • After Service Commencement: If the project has started and you wish to cancel, a cancellation fee will apply based on the percentage of work completed, which may include:

    • 30% Administration Fee: Covers initial setup and administrative costs.
    • 20% Processing Fee: Covers financial processing, contract termination, and project resource allocation.
    • 30% Early Termination Fee: Covers the impact of termination on schedules and resource reallocation.

    Refunds will be issued for the remaining balance, after the deduction of applicable fees. All refunds will be processed within 30 business days.

3. Fixed-Term Contracts

For fixed-term contracts (such as 3-month or 6-month agreements), the cancellation will be subject to the cancellation clause specified in the signed contract. In general, early termination of fixed-term contracts will result in an early termination fee and may include:

  • Remaining Contract Balance: You may be required to pay for the full contracted term, depending on the stage of the contract.
  • Additional Administrative and Processing Fees as specified in the contract.

4. Termination by ROC.PH

ROC.PH Digital Marketing Services reserves the right to terminate any service or project under the following circumstances:

  • Non-Compliance: If the client fails to adhere to the agreed-upon terms, including providing necessary materials, approvals, or feedback, ROC.PH may terminate the service.
  • Breach of Contract: In case of a breach of contract by the client, we may initiate termination procedures. Any fees or costs related to this termination will be applied based on the completed work and contractual obligations.
  • Non-Payment: If the client fails to make payments as agreed, we reserve the right to suspend or terminate services.

In such cases, the client will be notified in writing, and any applicable fees will be applied as per the contract or service agreement.

5. Performance and Service Delivery

While we make every effort to meet your expectations and deliver high-quality results, please note the following:

  • Non-Tangible Services: As digital services are customized and non-tangible, once work has begun, they are typically non-refundable.
  • No Guarantee of Outcomes: We cannot guarantee specific performance outcomes (such as increased sales, followers, or design approval) due to factors beyond our control, including market conditions, customer behavior, and client-provided content.

6. Third-Party Costs

Any expenses incurred through third-party services (such as ad spend, platform fees, or software purchases) are non-refundable. If there are unspent budgets, any remaining balance will be returned to the client upon request, less any service fees incurred.

7. Force Majeure

ROC.PH Digital Marketing Services shall not be held liable for delays or failure to perform services if caused by events beyond our control, such as natural disasters, pandemics, wars, or technical disruptions. In such cases, we will make reasonable efforts to resume services as soon as feasible, and refund eligibility will be assessed based on completed work and progress.

8. Refunds

Refund requests must be submitted in writing and reviewed by ROC.PH. If applicable, refunds will be processed within 30 business days, subject to the deductions mentioned in the Service Cancellation & Termination Policy and the Refund & Returns Policy.

9. Dispute Resolution

In the event of a dispute regarding service cancellations or terminations, ROC.PH encourages open communication for resolution. If necessary, clients can seek assistance from the Department of Trade and Industry (DTI) or pursue resolution through Small Claims Court. We aim to resolve all issues in a professional and fair manner.

10. Changes to This Policy

ROC.PH Digital Marketing Services reserves the right to modify or update this Service Cancellation & Termination Policy at any time. Any changes will be communicated to clients in a timely manner. All amendments will be effective immediately upon publication on our website.

11. Questions or Concerns

If you have any questions about this policy or need further clarification, please contact us at info@roc.ph. We are committed to ensuring that your experience with us is as smooth and transparent as possible.