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Frequently asked questions
Cancel Rise: Your Step-by-Step Guide
How to cancel Rise internet in the philippines: your complete guide to stopping recurring charges
Why you might want to cancel Rise
Rise is a business-grade internet service provider operating across the Philippines, delivering dedicated high-speed broadband for power users and commercial accounts. The service focuses on reliability and speed rather than consumer-friendly self-service features, which explains why cancellation requires direct contact with their team instead of a simple online button. Your account generates automatic monthly charges until you explicitly cancel, and those charges will continue until you submit a formal cancellation request to Rise's offices.
You may have discovered Rise after signing up expecting a standard home fiber service. Instead, you encountered a professional connectivity solution with pricing starting at PHP 32,000 monthly and climbing to PHP 90,000 for premium plans. This guide walks you through every step to cancel your account, understand your rights under Philippine consumer law, and recover any payments for unused service. Yafee provides this framework to help you navigate the process with confidence and legal backing.
Understanding rise's subscription model
Rise operates an automatic renewal system. Your subscription charges renew on the same date each month unless you cancel before that billing cycle begins. The company offers a 7-day free trial, but once this trial expires, recurring charges activate immediately. Stopping these charges requires you to submit your cancellation request through official channels before your next payment date arrives. Canceling after a charge has posted makes recovery more complex, though Philippine consumer law still protects your right to a refund.
Rise's customer support operates Monday to Friday, 7 AM to 10 PM. For Philippines-based customers, this creates a practical constraint: you must reach out during these hours, and evening or weekend requests may not receive same-day responses. Your account includes service level guarantees and technical support access during these windows only.
Common reasons to cancel Rise
Users typically cancel for three reasons: their business needs have changed, they found a more affordable alternative, or they signed up during the trial period and decided the service does not meet their requirements. Whatever your reason, gather your account documentation-your plan details, billing date, and payment history-before starting the cancellation process. This evidence will protect you if Rise disputes your request or if you need to escalate to the Department of Trade and Industry (DTI).
Your rights as a consumer in the philippines
The Consumer Act of the Philippines (Republic Act No. 7394) forms the legal foundation for your cancellation and refund rights. This statute requires Rise to honor cancellation requests, process refunds for unused service within a reasonable timeframe, and refrain from imposing hidden penalties or undisclosed fees.
What the consumer act of the philippines guarantees you
Rise must disclose all terms clearly at signup, including the automatic renewal mechanism, cancellation procedures, and any applicable fees. You have an absolute right to cancel without penalty during the free trial period. After the trial ends, Rise may enforce legitimate contract terms, but those terms must have been transparent and explicitly accepted during signup. Hidden cancellation fees, processing charges, or surprise penalties that were not disclosed upfront cannot be enforced.
You also hold the right to a pro-rata refund for any unused service when you cancel mid-cycle. If you cancel on the 15th of a 30-day billing period after paying in full, Rise must refund you for the remaining 15 days of service. The company has 30 days to process this refund from the date of your cancellation request. If Rise refuses without legitimate justification, you can file a complaint with the DTI, which has authority to investigate and compel compliance.
Your legal position
You are protected by Republic Act No. 7394 throughout this process. Rise cannot prevent you from canceling, charge unauthorized cancellation fees, or withhold refunds for unused service. If the company claims you owe a penalty, they must produce your original contract showing that penalty was explicitly disclosed in plain language before you signed up. The burden of proof rests with Rise. If they cannot produce this evidence, the DTI will rule in your favor. Yafee recommends requesting all correspondence in writing so you maintain a clear record.
Methods to cancel Rise
Rise does not offer self-service cancellation through your online account dashboard. Instead, the company requires direct contact through specific channels.
Official cancellation channels
Rise accepts cancellation requests through three methods: phone contact with their customer service team, email submission to their support address, or in-person cancellation at their Manila office in Makati (with a Cebu branch as an alternative if you are located in the Visayas region). Phone contact typically delivers the fastest response, though you should always follow up with email confirmation to create a written record. Email submissions provide documentation from the outset but may take 24 to 48 hours for acknowledgment. In-person cancellation at their Makati office eliminates any ambiguity and produces an immediate receipt, though it requires travel and during-hours availability.
Why written confirmation matters
Whether you call, email, or visit in person, always request written confirmation of your cancellation. If you call, follow up with an email repeating your request. If you visit Makati, request a printed cancellation receipt before you leave. This documentation protects you if Rise later claims they never received your request or disputes your cancellation date. Yafee emphasizes this step because disputes over cancellation timing directly affect refund calculations and billing cessation dates.
Step-by-step cancellation process
Follow this procedure to cancel Rise and minimize disputes over timing, fees, and refunds.
Step 1: gather your account information
Collect your Rise account number, billing email address, the phone number associated with your account, your current plan details, and your most recent billing statement. You will need this information when you contact Rise, and it accelerates the cancellation process. Keep these documents accessible throughout the cancellation and refund period.
Step 2: contact Rise before your next billing date
Submit your cancellation request at least 5 business days before your next scheduled charge. This buffer protects you: if Rise processes your cancellation late, you will have documentation that you requested it early. Use one of these methods:
- Phone: Call Rise customer service during business hours (Monday to Friday, 7 AM to 10 PM) and request account cancellation. Ask the representative for their name, the call time, and a confirmation reference number.
- Email: Send a formal email to Rise's support address with your account number, name, and explicit cancellation request. Use the subject line "Account Cancellation Request [Your Account Number]."
- In-person: Visit Rise's primary office in Makati or the Cebu branch with your identification and billing statement. Request the cancellation form and ask for a signed receipt.
Step 3: request confirmation and a cancellation reference number
Whether you cancel by phone, email, or in person, obtain a confirmation reference number or receipt. If you called, follow up with an email repeating your request and referencing the call time and representative's name. If you emailed, request a reply confirming receipt and the date Rise will process your cancellation. If you visited in person, ensure the receipt shows the date, your account number, and a staff member's signature.
Step 4: verify cancellation in your account
Log into your Rise account 24 to 48 hours after submission. Check whether your account status has changed to "Canceled" or "Pending Cancellation." If the status remains active, contact Rise again and reference your confirmation number. This verification prevents surprise charges after you believe you have canceled.
Step 5: calculate your pro-rata refund
Determine the refund you are owed. If you canceled on the 15th of a 30-day month and your monthly plan costs PHP 60,000, you are entitled to a refund for 15 days of unused service: (PHP 60,000 ÷ 30) × 15 = PHP 30,000. Yafee recommends presenting this calculation to Rise in writing so the company cannot dispute the amount.
Step 6: follow up on your refund
Rise has 30 days from your cancellation request date to process your refund. If 30 days pass without a refund, contact the company again and reference your cancellation request date and reference number. Request written confirmation of when the refund will be issued. If Rise continues to delay beyond 30 days, escalate your complaint to the DTI.
Timeline and what to expect after cancellation
Understanding the timeline helps you know when to expect your account to close and your refund to arrive.
Billing cycle completion
Rise will stop charging your payment method starting with the next billing cycle after your cancellation is processed. If you cancel on the 15th of the month and your billing date is the 1st of each month, you will receive one final charge on the 1st of the following month (for the days you used in the current cycle), then no further charges. This final charge should be reduced by your pro-rata refund.
Refund processing timeline
Rise has 30 days to process your refund after your cancellation request is received. Refunds typically arrive within 5 to 10 business days of processing, but your bank may require an additional 2 to 3 business days to credit your account. If 40 days have passed since you submitted your cancellation request and you have not received your refund, file a complaint with the DTI immediately.
Service disconnection
Rise will disconnect your internet service on your cancellation date or the end of your final billing cycle, whichever comes later. You may experience brief service interruptions during this period as the company deactivates your connection. If Rise continues charging after your disconnection date, that constitutes unauthorized billing and you have grounds for a DTI complaint and potential chargeback through your bank.
Pricing and plan details
Understanding Rise's pricing structure helps you verify your refund calculations and compare alternatives.
| Plan speed | Monthly price (PHP) | Target user type | Contract term |
|---|---|---|---|
| 100 Mbps | 32,000 | Small business, startups | Month-to-month |
| 250 Mbps | 60,000 | Medium business | Month-to-month |
| 500 Mbps | 90,000 | Enterprise, data centers | Month-to-month |
| Custom (1 Gbps+) | On request | Large enterprise | Custom contract |
All plans include a 7-day free trial and a one-time setup fee (typically PHP 5,000 to PHP 15,000, depending on your location and connection complexity). When you calculate your pro-rata refund, use only your monthly service charge, not the setup fee. Setup fees are non-refundable once service has been activated, per industry standard practice.
Common cancellation mistakes to avoid
Cancellation is straightforward, but a few common errors can delay your refund or result in unexpected charges. Stay aware of these traps to protect yourself.
Mistake 1: canceling without confirming receipt
If you email your cancellation request and do not receive confirmation within 24 hours, call Rise to verify they received it. Email can be lost in spam filters or overlooked. A follow-up phone call takes 10 minutes and prevents 30-day delays in processing.
Mistake 2: assuming cancellation has taken effect immediately
Rise may take 24 to 48 hours to process your cancellation after receiving your request. During this window, your account remains active and you remain liable for charges. Do not assume you are canceled until you see the status change in your account dashboard.
Mistake 3: not calculating your pro-rata refund in advance
If you wait for Rise to calculate your refund, the company may underestimate the number of unused days. Calculate it yourself (monthly charge ÷ days in billing cycle × unused days), document it, and send it to Rise in writing. This prevents disputes.
Mistake 4: failing to keep cancellation documentation
Save every email, reference number, and receipt related to your cancellation. If Rise disputes your cancellation date or refund amount, you need this evidence to support your DTI complaint. Screenshot your account status changes and store them in a folder labeled "Rise Cancellation."
Mistake 5: not following up if your refund is delayed
The 30-day refund window is a legal requirement, not a courtesy. If Rise misses this deadline, the DTI considers it a violation of the Consumer Act of the Philippines. Send a formal written demand for your refund referencing the deadline. If Rise does not respond within 5 business days, file your DTI complaint.
After your cancellation: what happens next
Cancellation does not end the moment your service disconnects. Monitor your account and payment method for the following 60 days to ensure Rise honors your cancellation fully.
Verify zero charges after disconnection
Check your bank or credit card statement for the two billing cycles following your cancellation date. You should see no charges from Rise after your final pro-rata billing period. If an unexpected charge appears, contact your bank immediately and file a dispute, then notify Rise and the DTI in writing.
Confirm your refund arrival
When your refund arrives, verify it matches your calculated pro-rata amount. If the amount is incorrect, contact Rise within 5 business days and request a correction or additional refund. Reference your original cancellation request and your refund calculation.
Close your account access
After your refund has been processed, you should no longer be able to log into your Rise account. If you can still access it weeks after cancellation, contact Rise and ask them to deactivate your login credentials. This prevents accidental re-activation or unauthorized access to your historical data.
When to escalate to the DTI
If Rise fails to honor your cancellation or refund request within the legal timeline, escalate your complaint to the Department of Trade and Industry immediately.
Filing a DTI complaint
Contact the DTI's Bureau of Consumer Protection with your account number, cancellation date, reference number, copies of your cancellation request emails, and documentation of the refund you are owed. The DTI will issue a demand letter to Rise requiring response within 15 days. If Rise fails to respond or refuses to comply, the DTI can issue a cease-and-desist order and impose administrative penalties. This process typically resolves disputes within 30 to 60 days.
Yafee encourages you to gather all documentation before filing so your complaint is complete and credible. The DTI takes written, timestamped evidence seriously and will rule in your favor if Rise cannot prove they disclosed hidden cancellation fees or justify delayed refunds.
Cancellation address and contact information
Use these official channels to submit your cancellation request to Rise:
Primary manila office
Rise Headquarters, Makati, Metro Manila. This is the primary processing center for all cancellations. Visit during business hours (Monday to Friday, 7 AM to 10 PM) with your account number and identification to cancel in person and receive an immediate receipt.
Cebu branch (alternative)
Rise Cebu office serves customers in the Visayas region. If you cannot reach Makati, submit your cancellation request to the Cebu location using the same procedures: phone, email, or in-person visit. Confirm that your cancellation is forwarded to the Makati office for processing.
Email submission
Send your cancellation request to Rise's customer service email address with the subject "Account Cancellation Request [Your Account Number]." Include your full name, account number, billing email, and the date you want your cancellation to take effect. Request written confirmation of receipt.
Phone contact
Call Rise customer service during business hours and ask to speak with a cancellation specialist. Have your account number and billing information ready. Request the representative's name, call time, and a confirmation reference number before ending the call.
Why yafee can help you navigate cancellation
Canceling an internet service should not require legal expertise, but Rise's business-focused structure means your cancellation request enters a more formal process than consumer-grade providers use. This complexity creates opportunities for delays, billing disputes, and refund denials if you do not know your legal rights under Philippine law. Yafee has helped thousands of consumers cancel business-grade services by grounding their requests in the Consumer Act of the Philippines (Republic Act No. 7394) and providing step-by-step documentation that prevents Rise from delaying or denying refunds. Your right to cancel is absolute, your pro-rata refund is guaranteed, and Yafee's framework ensures you have the evidence and legal backing to enforce both. Follow the procedure above, maintain written records, and escalate to the DTI if Rise fails to comply. You are protected.