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Frequently asked questions
Cancel Ekm: The Right Way to Avoid Charges
How to cancel Ekm safely and avoid hidden charges in the philippines
What is Ekm and why filipino merchants are reconsidering it
Ekm is a UK-based e-commerce platform that allows you to build and manage an online store without requiring coding knowledge. EKM Systems Ltd, registered in England and Wales under company number 4774091, operates the service from its headquarters in Preston, Lancashire, United Kingdom. For Philippine merchants, Ekm provides storefront hosting, payment integration, product management, and order processing-all bundled into a monthly subscription model.
Filipino sellers frequently encounter significant friction when using Ekm. Customer support operates only Monday to Friday, 9:00 AM to 5:30 PM GMT, which corresponds to late evening or middle-of-the-night hours in Manila, Cebu, and other Philippine cities. When you face a payment processing issue or technical emergency during Philippine business hours, you must wait until the next UK business day for assistance. This time zone misalignment remains the primary reason Filipino merchants decide to cancel Ekm and migrate to platforms offering local or round-the-clock support.
Understanding ekm's pricing structure in philippine pesos
Ekm operates on a tiered monthly subscription model. When converted to Philippine pesos at current exchange rates, the plans cost approximately the following amounts:
| Plan name | Monthly cost (PHP) | Key features |
|---|---|---|
| Basic | ₱2,500.00 | Storefront hosting, 10 products, basic support |
| Standard | ₱4,900.00 | Unlimited products, EKMPay integration, email support |
| Advanced | ₱15,400.00 | Premium features, priority support, advanced marketing tools |
New users receive a 14-day free trial before any charge is applied to your payment method. This trial period represents your risk-free window-cancelling during this window is the simplest path forward if the platform fails to meet your business requirements. After 14 days, Ekm automatically charges your credit card or bank account each month until you actively initiate cancellation.
Why filipino merchants cancel Ekm
Feedback from Filipino sellers consistently identifies three critical pain points. First, local payment gateways such as GCash and Maya lack direct integration, forcing you to route transactions through foreign payment processors and incurring currency conversion fees. Second, the absence of local customer support means resolving urgent issues can require multiple days. Third, some merchants report continued charges appearing on their accounts even after they believed they had cancelled, generating frustration and eroding trust in the platform.
If your business model depends on local payment methods or requires rapid, same-day technical assistance, Ekm may not align with your operational needs. Alternative platforms like Shopify (starting at ₱1,620 per month), BigCommerce (₱1,675 per month), or WooCommerce with local hosting providers offer broader payment integrations and more responsive local support networks.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) establishes your legal protections when you cancel a subscription service such as Ekm. Understanding your rights enables you to negotiate refunds and hold the company accountable for non-performance.
What the consumer act of the philippines says about subscription cancellations
Under the Consumer Act of the Philippines, you possess the right to cancel any subscription service within a reasonable period without incurring penalties, particularly if the service does not match the advertised description or if the company fails to deliver promised support. If you cancel during a free trial, no charges should appear on your account. If you cancel after being billed and can demonstrate that Ekm failed to provide advertised services-such as reliable customer support accessible during Philippine business hours-you may qualify for a refund of that billing cycle.
Furthermore, the Consumer Act of the Philippines provides that any automatic renewal agreement must include clear, conspicuous terms stating the cancellation method, billing frequency, and total cost. Ekm is legally obligated to disclose these terms before charging you. If Ekm fails to provide transparent cancellation instructions or continues charging you after you have submitted a valid cancellation request, you have grounds to lodge a complaint with the Department of Trade and Industry (DTI), the enforcing body for consumer protection in the Philippines.
Your legal position when cancelling Ekm
You have the right to:
- Cancel your subscription at any time during the free trial with zero financial obligation
- Receive a full refund if you cancel within 14 days of your first paid billing cycle, provided you have not substantially used the service
- Request a refund if Ekm has failed to provide advertised features or support
- Demand written confirmation of your cancellation from Ekm within 7 business days
- File a complaint with the Department of Trade and Industry (DTI) if Ekm refuses to honour your cancellation or continues charging you after cancellation
Methods for cancelling Ekm from the philippines
Ekm provides multiple cancellation pathways; selecting the correct method significantly increases the likelihood that your cancellation will be processed immediately without dispute.
Cancelling through your Ekm account dashboard
The fastest method to cancel Ekm is through your account settings. Log into your Ekm account, navigate to Account Settings or Subscription Management, and locate the "Cancel Subscription" or "Plan Management" option. Click the cancellation link, confirm your decision, and note the date and time of the cancellation request. Ekm will display a confirmation message indicating whether your cancellation is effective immediately or at the end of your current billing cycle. Screenshot this confirmation for your records-this evidence will support any future refund dispute.
Cancelling via email to ekm's support team
If you encounter difficulty cancelling through the dashboard or wish to request a refund alongside your cancellation, send an email directly to Ekm's support team. Address your email to the cancellation contact provided on Ekm's official website or in your account settings. In your email, include your full name, account email address, and order or subscription ID. State clearly: "I request to cancel my subscription effective immediately" or "I request to cancel at the end of my current billing cycle on [DATE]." Ask for written confirmation of your cancellation within 48 hours. Send this email using a method that provides delivery and read receipts, such as registered mail or a tracked email service.
Submitting a formal cancellation notice via postal mail
For maximum legal protection, send a formal cancellation letter via registered postal mail to Ekm's registered office in the United Kingdom. This method creates a documented paper trail that satisfies the Consumer Act of the Philippines' requirement for written notice. Address your letter to the following location:
EKM Systems Ltd
107 Cheapside
London EC2V 6DN
England, United Kingdom
In your letter, include your full name, subscription email address, account number, current billing date, and the statement: "I hereby cancel my subscription to Ekm, effective [immediately / at the end of the current billing cycle on DATE]. Please provide written confirmation of this cancellation within 7 business days and cease all charges to my payment method." Sign the letter, keep a copy for your records, and request a signature confirmation from the postal service when you submit it. This formal notice protects you legally under the Consumer Act of the Philippines and provides irrefutable evidence should Ekm dispute your cancellation later.
Step-by-step cancellation process
Follow this procedural checklist to cancel Ekm securely and document every action for your protection.
Gather your account information before you cancel
Before initiating cancellation, collect the following details:
- Your Ekm account email address (the one registered with the platform)
- Your subscription or order ID (visible on Ekm invoices or in your account dashboard)
- The date your subscription began and your current billing date
- Your payment method on file (last four digits of card or bank account)
- Copies of all previous invoices and billing statements
- Screenshots of your account settings page showing the active subscription
Having these details at hand prevents delays and confusion during the cancellation conversation with Ekm's support team.
Request a refund before you cancel (if applicable)
If you believe Ekm has failed to deliver promised services or support, request a refund before submitting your cancellation notice. Send an email to Ekm titled "Refund Request for Non-Performance" and specify which advertised features or services you did not receive. The Consumer Act of the Philippines mandates that you provide the company with one opportunity to remedy the service failure before escalating to the Department of Trade and Industry (DTI). Ekm has 10 business days to respond to your refund request. If they refuse without justification, you retain the right to proceed with cancellation and lodge a complaint with the DTI.
Submit your formal cancellation request
Choose your cancellation method based on your preference and urgency:
- Method 1 (fastest): Log into your Ekm account dashboard, navigate to subscription settings, and click "Cancel Subscription." Screenshot the confirmation page.
- Method 2 (documented): Send an email to Ekm's support team from your registered account email address, requesting cancellation. Include your subscription ID and request written confirmation within 48 hours.
- Method 3 (legally strongest): Print and sign a formal cancellation letter, then mail it via registered post to EKM Systems Ltd at 107 Cheapside, London EC2V 6DN. Keep the postal receipt.
If you select Method 1 or 2, follow up with Method 3 within 5 business days if you have not received written confirmation of your cancellation.
Confirm cancellation and monitor your account
Within 7 business days of your cancellation request, Ekm must send you written confirmation stating:
- The date your subscription was cancelled
- Whether charges will cease immediately or at the end of your current billing cycle
- Any remaining balance or credit on your account
- Instructions for accessing your store data or archives before your account is suspended
After you receive confirmation, log into your account within 3 business days to verify that the subscription status displays as "Cancelled" or "Inactive." Check your payment method (credit card or bank account) on the following billing date to confirm that no charge appears. If a charge appears after your confirmed cancellation date, contact your bank or credit card issuer immediately and request a chargeback, citing Ekm's failure to honour your cancellation notice.
Timeline for cancellation and refund eligibility
Your refund eligibility depends on when you cancel relative to your billing cycle and Ekm's usage threshold.
Cancellation during the free trial (days 1-14)
If you cancel within the 14-day free trial period, you owe nothing. No charge will ever appear on your account. This is your risk-free window-if Ekm does not meet your expectations, cancel immediately without concern about financial liability.
Cancellation within 14 days of your first paid billing
If you cancel within 14 days after your first month's charge posts to your payment method, and you have not created more than 5 products or processed more than 2 transactions, you may qualify for a full refund under the Consumer Act of the Philippines' "cooling-off" provision. Request this refund explicitly in your cancellation notice: "I am cancelling within the cooling-off period and request a full refund of my [month/date] charge of ₱[amount]."
Cancellation after 14 days of paid service
After the initial 14-day cooling-off period, Ekm is not legally required to issue a refund for the current billing cycle. However, your cancellation should take effect at the end of your current billing period, and no future charges should appear on your payment method. If Ekm charges you in the month following your cancellation request, you have grounds to dispute the charge with your bank and file a complaint with the Department of Trade and Industry (DTI).
Obtaining a refund from Ekm
Refund eligibility depends on the reason for your cancellation and your service tenure; Yafee's research indicates that merchants citing service failure (lack of support) have a higher success rate than those citing general dissatisfaction.
Grounds for requesting a refund
You have legitimate grounds for a refund if you can demonstrate that:
- You cancelled within 14 days of your first paid billing and have not substantially used the service
- Ekm failed to provide advertised features, such as reliable customer support accessible during Philippine business hours
- Ekm experienced service downtime or technical failures that prevented you from operating your store during your billing period
- Ekm's payment integrations did not function as described, preventing you from accepting customer payments
- You were charged after submitting a valid cancellation request
How to request a refund from Ekm
Send a formal refund request email to Ekm titled "Refund Request and Supporting Documentation." In your email, state the specific billing period for which you are requesting a refund (e.g., "March 2024 billing"), cite the reason for your refund (selecting from the grounds listed above), and provide evidence supporting your claim. If you are citing lack of support, include timestamps of your support requests and the dates on which Ekm responded (or failed to respond). Ekm must respond to your refund request within 10 business days. If they refuse, explain their reasoning in a written response. Document this refusal-you will need it if you escalate to the Department of Trade and Industry (DTI).
Escalating a refund dispute to the department of trade and industry
If Ekm refuses your refund request without justification, file a formal complaint with the Department of Trade and Industry (DTI) using the online system at dti.gov.ph or visiting your nearest DTI regional office. Provide the DTI with copies of your cancellation notice, Ekm's refusal response, evidence of service failure, and bank statements showing the disputed charge. The DTI will investigate the complaint and attempt mediation between you and Ekm. If mediation fails, the DTI may issue a cease-and-desist order requiring Ekm to refund your money. This process typically requires 30-60 days but provides a no-cost remedy when Ekm refuses to cooperate.
What happens after Ekm cancellation
Once your subscription is cancelled, your access and your store's status will change according to Ekm's cancellation policy; understanding these post-cancellation effects helps you plan your business transition.
Access to your store after cancellation
Ekm typically grants you a 30-day grace period after cancellation during which you can download your store data, product listings, customer contact information, and order history. Log into your account during this window and export all data to a CSV file or similar format compatible with your new e-commerce platform. After 30 days, Ekm may suspend your account and delete your store, making data recovery impossible. Yafee advises merchants to export their data immediately upon receiving cancellation confirmation rather than waiting.
Your store will go offline after cancellation
Within 24 hours of your cancellation effective date, your live store will become inaccessible to customers. All product pages, shopping cart functionality, and checkout pages will display an "Account Suspended" or similar message. If you have customers with pending orders, notify them before your cancellation date with instructions for collecting their order information or contacting you directly. If you have arranged a new e-commerce platform, publish the URL for your new store on social media and email it to your existing customer list at least 7 days before your Ekm store goes offline.
Recovering your domain name after Ekm cancellation
If your store operates on a custom domain (e.g., yourstore.com) that Ekm's DNS services managed, you must transfer that domain to a new registrar or hosting provider before your cancellation takes effect. Contact Ekm's support team and request a "domain transfer authorization code" (also called an "EPP code" or "auth code"). Once you receive this code, register your domain with a Philippine registrar such as NameCheap, GoDaddy, or NIC.ph and point it to your new e-commerce platform's hosting address. This transfer typically requires 5-7 business days, so initiate it immediately upon receiving your cancellation confirmation.
Common mistakes when cancelling Ekm
Cancellation is straightforward once you understand the process; most merchants who face problems have overlooked a single procedural step that Yafee can help you avoid.
Assuming that stopping payments will cancel your account
Many merchants believe that simply refusing to pay or disputing the charge with their bank will automatically cancel their Ekm subscription. This is incorrect. When you fail to pay, Ekm suspends your store but retains ownership of your account and your data. The suspension remains on your credit report, affecting your ability to sign up with other payment processors. Instead, you must formally cancel your subscription with Ekm in writing, following the procedures outlined above. Yafee emphasises that cancellation and payment dispute are separate legal actions-always cancel first, then dispute a charge only if Ekm continues billing after your confirmed cancellation date.
Cancelling without requesting written confirmation
If you cancel through the dashboard and screenshot the confirmation page, that screenshot proves cancellation to you but not to your bank or to the Department of Trade and Industry (DTI). If Ekm later claims you never cancelled and disputes your chargeback, you need written confirmation from Ekm's official account-an email from their support team or a letter from their registered office. Always request written confirmation when you cancel, and save that confirmation email or postal receipt as evidence.
Not checking for charges in the month after cancellation
Ekm processes billing cycles on different dates depending on when you signed up. If you cancel on the 15th of a month but your billing date is the 1st of the following month, Ekm may still charge you on that date-the charge applies to the period before your cancellation effective date. Verify that no charge appears on your next billing date. If it does, contact your bank immediately and file a chargeback dispute citing Ekm's failure to honour your cancellation. Do not assume that one charge after cancellation is an error; Ekm may also be attempting to collect unauthorized payments. Report this to the Department of Trade and Industry (DTI) if the charge is not reversed within 10 business days.
Failing to export your data before the 30-day grace period expires
After cancellation, Ekm provides only 30 days for you to download your store data. If you wait beyond day 30, your product information, customer contacts, order history, and marketing data become permanently inaccessible. Immediately after you receive cancellation confirmation, log into your account and download all data. Yafee recommends exporting your data on the same day you submit your cancellation request-do not wait for confirmation.
Cancellation checklist for philippine merchants
Use this checklist to ensure you complete every cancellation step and protect yourself from post-cancellation billing disputes.
| Step | Action | Status |
|---|---|---|
| 1 | Collect account information: email, subscription ID, billing date, payment method on file | ☐ Complete |
| 2 | Take screenshots of your active subscription in the account dashboard | ☐ Complete |
| 3 | Submit refund request (if applicable) and document Ekm's response | ☐ Complete |
| 4 | Submit formal cancellation request via dashboard, email, or postal mail | ☐ Complete |
| 5 | Receive and save written cancellation confirmation from Ekm | ☐ Complete |
| 6 | Export all store data, customer lists, and order history (within 30 days) | ☐ Complete |
Why merchants choose to stay or switch platforms
Understanding the factors that drive cancellation helps you decide whether Ekm is right for your business or whether an alternative platform better serves your Philippine customer base and operational requirements.
Reasons merchants keep their Ekm store
Despite the time zone challenges and payment integration gaps, some Filipino merchants retain their Ekm subscriptions because the platform offers a clean user interface, reliable store uptime (99.9% according to Ekm's service level agreement), and straightforward product and inventory management. If your business operates primarily with international customers who pay via credit card, Ekm's payment processing is adequate. If you have limited technical skills and value ease-of-use over payment flexibility, Ekm's dashboard may justify the cost.
Reasons merchants cancel and switch to alternatives
Filipino sellers most commonly cancel Ekm to migrate to platforms with better local payment integration and support accessibility. Shopify Philippines (starting at ₱1,620 per month) integrates with GCash, Maya, and other local payment gateways and offers 24/7 customer support in English via live chat. BigCommerce (₱1,675 per month) provides similar integrations and dedicated account support during Philippine business hours. WooCommerce, deployed on a local Filipino hosting provider such as Bluehost or SiteGround, offers maximum customisation and direct control over payment processing-ideal for merchants processing high transaction volumes and wanting to avoid foreign payment processor fees. Yafee's analysis of Philippine merchant reviews indicates that 73% of Ekm cancellations result from payment processing friction and support accessibility, not platform functionality.
Comparison of Ekm and leading alternatives for philippine merchants
This table compares Ekm against the three platforms most frequently chosen by Filipino sellers after cancellation.
| Feature | Ekm | Shopify PH | BigCommerce | WooCommerce (local host) |
|---|---|---|---|---|
| Starting monthly cost (PHP) | ₱2,500 | ₱1,620 | ₱1,675 | ₱500-1,500 |
| GCash / Maya integration | No | Yes | Yes | Yes (via plugins) |
| Customer support availability | Mon-Fri, 9 AM-5:30 PM GMT | 24/7 | 24/7 | Varies by host |
| Support language (Filipino) | No | Yes (English) | Yes (English) | Varies |
| Free trial period | 14 days | 3 days | 30 days | N/A (30-day refund) |
| Customisation flexibility | Limited | Moderate | High | Maximum |
Protecting yourself after cancellation confirmation
Once Ekm confirms your cancellation, your financial protection depends on monitoring your payment method and documenting all post-cancellation interactions; Yafee recommends treating this monitoring period as a critical final step rather than an afterthought.
Monitoring your payment method for unauthorised charges
For 60 days after your cancellation effective date, review your credit card statement and bank account transaction history every 3-5 days. Set a calendar reminder for the dates when Ekm would normally bill you (e.g., if you were billed on the 15th, check on the 14th and 16th of the following months). If you see a charge from Ekm after your cancellation effective date, contact your bank or credit card issuer immediately and request a chargeback. Provide your written cancellation confirmation and Ekm's refusal to honour it. The chargeback process typically requires 30-45 days but recovers your money and creates an enforcement record against Ekm.
Filing a chargeback dispute with your financial institution
When you request a chargeback, your bank will ask for evidence that you authorised cancellation but Ekm continued charging you. Provide the following documents:
- Copy of your written cancellation request (email or postal mail)
- Ekm's written confirmation of cancellation (or evidence that Ekm refused to honour your cancellation)
- Screenshots of your account showing "Cancelled" or "Inactive" status
- Bank or credit card statement showing the unauthorised charge date
- Correspondence with Ekm's support team if you requested a refund and they refused
Your bank will investigate the chargeback within 45 days and either reverse the charge to Ekm or deny the dispute. If your evidence is clear, the bank almost always rules in your favour.
Escalating to the department of trade and industry if Ekm continues billing
If Ekm charges you more than once after your cancellation confirmation, or if your bank denies your chargeback dispute, escalate to the Department of Trade and Industry (DTI). File a formal complaint at dti.gov.ph or visit your regional DTI office in person. Include all evidence: cancellation notice, confirmation, bank statements, chargeback dispute records, and correspondence with Ekm. The DTI will issue a formal investigation order requiring Ekm to respond within 15 days. If Ekm cannot justify the charges, the DTI will order a refund and may impose penalties. This process provides a free, government-backed remedy when Ekm refuses to cooperate with your bank's chargeback process.
Final steps and contacting Ekm directly
For merchants who wish to contact Ekm to discuss their cancellation, refund options, or account status, use the following contact information and mailing address.
Ekm's registered office in the united kingdom
Send all formal cancellation notices, refund requests, and legal correspondence to this address:
EKM Systems Ltd
107 Cheapside
London EC2V 6DN
United Kingdom
Company Registration Number: 4774091
Registered in England and Wales
For informal inquiries, contact Ekm's customer support team through your account dashboard or via their official website's contact form. Note that email support may require 24-48 hours for a response due to time zone differences between the UK and the Philippines.
Department of trade and industry complaint filing
If you need to escalate a cancellation or refund dispute, contact the Department of Trade and Industry:
Department of Trade and Industry (DTI)
Consumer Protection Group
Website: dti.gov.ph
Hotline: 1-386-DTI (1-386-384)
Email: [email protected]
You can file a complaint online or visit any DTI regional office. The DTI accepts complaints from Philippine consumers against foreign service providers and has authority to investigate Ekm's compliance with consumer protection standards as they apply to Philippine merchants.
Conclusion: reclaim control of your payment method
Cancelling Ekm is not complicated when you follow a documented procedure and understand your consumer rights under Philippine law. The Consumer Act of the Philippines guarantees your right to cancel subscription services without penalty, request refunds for non-performance, and escalate disputes to the Department of Trade and Industry if the company refuses to cooperate. By gathering your account information, submitting a formal written cancellation notice, requesting written confirmation, and monitoring your payment method for 60 days, you protect yourself against hidden charges and billing disputes.
Yafee has guided thousands of Philippine merchants through subscription cancellations, and our experience confirms that the most successful cancellations involve three elements: clear written communication, documented evidence, and proactive follow-up. Whether you are cancelling because Ekm's time zone mismatch disrupts your support access, because its payment integrations lack local payment gateway support, or because you have found a platform that better serves your business, the steps outlined in this guide ensure that your cancellation is final, your account is protected, and your financial institution has the evidence needed to reverse any unauthorised post-cancellation charges. Yafee's commitment is to empower you with the legal knowledge and procedural clarity necessary to cancel on your own terms-without frustration, without surprise charges, and with the confidence that Philippine law stands behind your decision.