Overview
GoRocky offers installment plans to help customers conveniently manage their treatments through a monthly delivery service. Installment options are available in 3, 6, 9, or 12-month intervals.
By subscribing and proceeding with payment, customers acknowledge and consent to the terms outlined below regarding billing, cancellations, renewals, deliveries, and customer support.
Installment Terms
- Fixed-Term Installment:
- Subscriptions automatically end after the selected term (3, 6, 9, or 12 months).
- Example: If a customer subscribes to a 6-month plan, the subscription will auto-cancel after the 6th delivery.
- No Early Cancellations:
- Customers are committed to completing the installment term. Early cancellation is allowed only upon special request, subject to review and approval by GoRocky’s team.
- Non-Renewing:
- Installments do not auto-renew after the selected period ends. Customers must manually subscribe again if they wish to continue.
Billing and Payment
- Monthly Billing:
- Customers will be billed automatically once every month for the duration of the subscription term.
- Payment Platform:
- Payments are securely processed via Xendit using the subscription link provided.
- Failed Payments:
- A notification will be sent via SMS and email informing the customer of the failed payment and that GoRocky will attempt to reprocess the payment up to two (2) additional times. The notification shall likewise inform the customer of the option to opt out and terminate the subscription plan.
- If the Customer fails to pay one (1) Monthly Installment on its due date, GoRocky will send another e-mail and SMS for a payment reminder, granting the customer a five (5)-day grace period, and shall inform the customer that GoRocky will temporarily suspend any pending or future deliveries until the overdue amount is cleared. During this suspension, the subscription plan remains in force.
- If a customer fails to pay two (2) consecutive monthly installments, GoRocky shall choose one of the following exclusive remedies:
- Specific performance (continue the sale) - GoRocky will suspend further deliveries until the customer settles the overdue installments, after which deliveries will resume for the remainder of the term. The customer remains liable only for the installments already due and those that will fall due.
- Cancellation of the sale - GoRocky will terminate the subscription and cease all future deliveries. The customer’s liability is limited to the installments already due in cases of products already delivered which had remained unpaid at the time of cancellation. GoRocky will not seek or collect the remaining balance after cancellation.
- GoRocky shall notify the customer by email and SMS that it must elect one of the remedies above but is willing to consider the buyer’s preference within seventy-two (72) hours from the customer’s receipt of the notification. Once a remedy is chosen and communicated, GoRocky forfeits the right to pursue any other remedy for the same default.
- Pricing:
- Pricing is locked in at the time of subscription. Future price changes do not affect ongoing subscriptions.
Deliveries
- Delivery Frequency:
- One (1) delivery per month corresponding to the installment billing cycle.
- Shipping Notifications:
- Customers will receive a shipping notification via SMS and/or email once their order has been dispatched.
- Delivery Preparation:
- Operations will be notified three (3) days before each scheduled shipment to ensure timely dispatch.
- Risk of Loss during transit:
- Risk of loss and damage remains with GoRocky until the product is actually received and accepted by the Customer or an authorized household recipient. If a parcel is lost, stolen, or damaged in transit, GoRocky will, at the Customer’s option, (a) reship the order at no additional cost or (b) issue a full refund in accordance with the procedures set under Section 6.
Modifications to Installments
- Plan Changes:
- Once a subscription is active, changes to dosage, quantity, or plan term are not allowed unless prescribed by GoRocky’s physicians. Customers may request a change to future orders by contacting the GoRocky Care Team, but this is subject to approval.
- Delivery Address Changes:
- Customers must inform GoRocky at least seven (7) days before the next scheduled shipment if there are any address changes. Confirmation from Customer Support is required for the new address to be considered valid.
- Temporary Holds:
- Temporary suspensions are not permitted unless for valid medical reasons, subject to documentation and GoRocky’s approval.
Cancellations, Replacement, and Refunds
- Customer-Initiated Cancellations:
- Customers may cancel the subscription at any time and receive a refund in accordance with the terms of this Policy in cases of:
- Pregnancy;
- Serious adverse drug reaction;
- Documented financial hardship;
- Two subsequent monthly deliveries where the product is defective, damaged, expired, incomplete, or with broken seals upon receipt;
- When a duly licensed physician certifies that continued intake of the product is medically unsuitable for the customer;
- Repeated non-delivery of products due to fault not attributable to the customer.
- The Customer may also cancel without cause by giving at least 14 days (14) days prior notice via email or SMS before the next scheduled billing date. GoRocky will:
- charge an Early-Termination Fee equal to twenty percent (20%) of the total package price to cover operational costs; and
- refund the balance of any prepaid, undelivered product within five (5) banking days.
- Customers who wish to cancel their subscriptions must submit a formal cancellation request via email to charles@gorocky.ph.
- Company-Initiated Cancellations:
- GoRocky reserves the right to cancel a subscription in cases of:
- Non-payment
- Fraudulent activities
- Abuse of service terms
- Medical advisories deemed necessary for customer safety
- Replacement:
- A customer may request a replacement of the products when any monthly delivery is defective, damaged, expired, incomplete, with broken seals upon receipt, or was not delivered due to a fault not attributable to the customer.
- Refunds:
- A customer may, at his or her option, request a refund or proportionate credit when:
- any monthly delivery is defective, damaged, expired, incomplete, or with broken seals upon receipt;
- a product was not delivered due to a fault not attributable to the customer;
- a duly licensed physician certifies that continued intake of the product is medically unsuitable for the customer.
- Replacement/Refund Claim Process
- A customer must file a formal claim at charles@gorocky.ph, stating the order number, a short description of the issue, and photos (if applicable).
- The claim must be filed within:
- Seven (7) calendar days from the receipt of the product for defective monthly deliveries;
- Fifteen (15) days from the date of issuance of the relevant medical certification if based on a physician certification.
- Failure to file a claim within the abovementioned window shall be deemed a waiver of the customer’s claim, and GoRocky may treat the products as accepted and fit for purpose.
- For products not delivered due to a fault not attributable to the customer, the customer may file a claim for refund or replacement at any time.
- GoRocky’s Care Team shall acknowledge the formal claim. If the return of products is necessary, an instruction for such return shall be included.
- Within five (5) business days from GoRocky’s Receipt of the formal claim or receipt of the returned products (when return is necessary), GoRocky shall verify the claim, confirm whether such claim is approved.
- If the claim is approved, GoRocky shall, depending on the claim, state the amount of the refund/credit or if a replacement will be issued.
- When applicable, refunds or credits are processed within five (5) banking days through the original payment method.
Customer Support and Care Team
For any inquiries, requests, or concerns related to installments, customers may reach out through:
- Customer Support
- Care Team
Our Customer Support team operates Monday to Friday, 9AM – 6PM (PHT), excluding public holidays.
Data Privacy
All personal information shared during the execution of the subscription plan shall be processed in accordance with the Data Privacy Act of 2012 and its Implementing Rules and Regulations. The Parties to this Agreement and any of their authorized representatives may, on written request, gain access to his/her personal information and correct any information that is inaccurate or incomplete, subject to limitations provided under the law or regulations.
Policy Updates
- GoRocky reserves the right to amend this Installment Policy.
- Thirty (30) days prior to the issuance of a revised Policy, customers will be informed via email or SMS of any change that materially affects pricing, subscription terms, cancellation rights, and policies on replacements/refunds.
- If the Customer reasonably objects to a material change, the Customer may terminate the subscription without penalty at any time before the effective date stated in the notice. Any prepaid but undelivered product will be refunded on a pro-rata basis within five (5) banking days.
- Continued use of the subscription after the effective date constitutes acceptance of the revised Policy.
- Any amendment that is found unconscionable or contrary to law shall be void under the relevant laws, rules, regulations, and issuances, without affecting the remainder of the Policy.
