Cancel Prose: The Right Way to Protect Your Rights

How to cancel Prose and protect your rights as a UAE consumer

Understanding Prose and why cancellation matters

Prose is a personalized hair-care subscription service that formulates custom shampoos, conditioners, treatments and supplements based on your individual hair profile. You complete a detailed questionnaire about your hair type, scalp condition and goals, and Prose creates products tailored specifically for you. The service operates on both one-time purchase and recurring subscription models, with automatic deliveries and charges applied each billing cycle unless you actively cancel.

Subscription services renew automatically by default. This means if you delay your cancellation, you risk being charged for products you no longer want or need. At Tocancel, we understand that canceling a subscription should be straightforward, and we are here to walk you through every cancellation method available to you in the UAE-whether you subscribed through the Prose website, Apple's App Store or Google Play.

Why you might want to cancel Prose

Your reasons for canceling are valid. Maybe Prose is not delivering the hair results you expected, your budget has shifted, or you simply want to try a different brand. Whatever your reason, your right to cancel your subscription is protected under UAE consumer law, and Tocancel is here to help you exercise that right confidently.

The cost of delaying cancellation

Every day you wait to cancel is another day your subscription remains active. Orders placed before your cancellation request may still be processed and billed to your account. The sooner you act, the sooner you stop the charges and regain control of your spending.

Your consumer rights under UAE law

As a consumer in the UAE, you are protected by Federal Law No. 24 of 2006 (UAE Consumer Protection Law) and Federal Decree-Law No. 43 of 2021, which regulate distance selling, subscription services and refund rights.

Distance selling and your 14-day cancellation right

When you purchase Prose online, you enter into a distance contract. UAE law grants you an automatic right to cancel within 14 days of receiving your order without penalty, provided the product remains unused and in its original condition. This cooling-off period is your legal protection and applies regardless of whether Prose advertises a satisfaction guarantee. Your legal position is clear: the company cannot take away or reduce this right.

For subscription services specifically, UAE law requires companies to make cancellation as easy as the original purchase. If you subscribed with a single click or form, you must be able to cancel just as easily. Prose cannot hide the cancellation button, require you to call a non-existent phone line, or force you through a lengthy process to stop your subscription.

Refund rights and what Prose owes you

If you cancel within 14 days of delivery and the product is unused, Prose must refund your full purchase price. Shipping costs and import duties are typically non-refundable under UAE law, but the product cost itself belongs to you. If Prose refuses this refund, you have the right to claim your money back through the Federal Authority for Consumer Protection (FACP) or through small claims court at no cost to you.

Document everything from the start: save screenshots of your subscription status, keep delivery receipts, photograph unused products in their original packaging, and preserve all email communications with Prose customer service. These documents become your evidence if you need to escalate a dispute with the FACP.

Your path to escalation if Prose refuses to cancel

If Prose does not process your cancellation within a reasonable timeframe, or if the company refuses to honor the 14-day cancellation right, file a formal complaint with the Federal Authority for Consumer Protection (FACP). The FACP investigates disputes at no cost to you and has the legal authority to compel Prose to refund your money or cancel your subscription immediately. You can file your complaint in Arabic or English through the FACP website or by visiting a local office.

Cancellation methods available to you

Prose offers multiple cancellation pathways depending on how you purchased your subscription.

Cancel through your Prose online account

This is the fastest method and takes five minutes. Log into your Prose account, navigate to "My Subscription" or "Account Settings," scroll to the bottom of the page, and click the "Cancel Subscription" button. You will be asked to confirm your cancellation. Prose should send you a confirmation email within 24 hours. If you do not receive this email, log back in to verify your subscription status has changed to "Cancelled."

Cancel by email to Prose customer service

If you cannot locate the online cancellation button or prefer written confirmation, email Prose directly at [email protected]. Write a clear message stating your name, email address associated with your account, and your request to cancel your subscription effective immediately. Ask Prose to confirm your cancellation in writing. Keep this email and any response for your records. Tocancel recommends sending this email from the address linked to your subscription so Prose can match it to your account quickly.

Cancel via apple app store or google play

If you subscribed through an app, you must cancel through the app platform itself-not through Prose. For iOS users: open the Apple App Store, tap your profile icon, select "Subscriptions," find Prose, and choose "Cancel Subscription." For Android users: open Google Play, tap your profile icon, select "Manage Subscriptions," find Prose, and tap "Cancel Subscription." App Store and Google Play cancellations take effect at the end of your current billing period. You will receive a confirmation from Apple or Google, not from Prose.

Cancel by postal mail

If you prefer traditional mail, send a written cancellation notice to Prose's customer service address with your name, account email, and cancellation request. This method is slower than online or email cancellation, so use it only if other channels are unavailable. Send your letter via registered mail so you have proof of delivery.

Step-by-step cancellation instructions for each platform

Canceling through the Prose website

1. Go to prose.com and log into your account using your email and password.
   • If you forget your password, click "Forgot Password" and follow the reset instructions sent to your email.
2. Navigate to "My Account" or "Account Settings" from the main menu.
   • This is typically in the top-right corner of the page under your profile name.
3. Scroll down to the "Subscription" or "Billing" section.
   • You will see your current subscription status, next billing date, and cancellation option.
4. Click the "Cancel Subscription" button.
   • Prose may ask you to select a cancellation reason-this is optional but helpful feedback for the company.
5. Confirm your cancellation when prompted.
   • A final confirmation screen will appear. Click "Yes, Cancel" or similar language to finalize.
6. Wait for your confirmation email, which Prose should send within 24 hours.
   • Check your spam folder if you do not see it in your inbox. Forward this email to yourself as proof.

Canceling by email to customer service

1. Open your email client and compose a new message to [email protected].
   • Use the email address associated with your Prose account for faster processing.
2. Write a clear subject line: "Subscription Cancellation Request - [Your Name]".
3. Include the following in the body:
   • Your full name
   • Your Prose account email address
   • A clear statement: "I request to cancel my Prose subscription effective immediately."
   • Today's date
4. Send the email and immediately save a copy to your "Sent" folder or a separate cancellation folder.
   • This is your proof of cancellation request.
5. Wait for a response from Prose within 3 to 5 business days.
   • If you do not hear back, log into your account to confirm your subscription status has changed.
6. If Prose does not respond or refuses to cancel, contact Tocancel for guidance on escalating to the FACP.
   • Tocancel can help you file a formal complaint if the company does not honor your request.

Canceling through apple app store (iOS)

1. Open the Apple App Store on your iPhone or iPad.
   • Tap the App Store icon in your dock or home screen.
2. Tap your profile icon in the top-right corner.
   • This is usually a circular avatar or the account symbol.
3. Select "Subscriptions" from the menu.
   • You will see a list of all active subscriptions linked to your Apple ID.
4. Find and tap "Prose" in the subscriptions list.
   • The app name appears with your subscription status and next billing date.
5. Tap "Cancel Subscription" or "Edit Subscription," then confirm cancellation.
   • Apple will ask you to confirm your choice. Tap "Confirm" or "Yes, Cancel."
6. You will see a confirmation message stating when your subscription ends.
   • This date is typically the end of your current billing period. You will receive a confirmation email from Apple.

Canceling through google play (Android)

1. Open Google Play on your Android device.
   • Tap the Google Play icon or open it from your apps menu.
2. Tap your profile icon in the top-right corner.
   • This is usually a circular avatar displaying your account initial or picture.
3. Select "Manage Subscriptions" from the dropdown menu.
   • You will see all active subscriptions on your Google account.
4. Find and tap "Prose" in the subscriptions list.
   • Tap the subscription to open its details page.
5. Tap "Cancel Subscription" and confirm when prompted.
   • Google will ask you to confirm your cancellation. Tap "Yes, Cancel" or similar language.
6. Check your email for a confirmation from Google Play.
   • Your subscription will end on your next billing date unless you cancelled with a refund request.

Understanding Prose pricing and subscription costs

Prose charges vary based on your custom formula and how frequently you reorder.

Prices shown are approximate and may vary based on your custom formula, shipping location and current promotions. When you cancel, Prose will stop charging you at the end of your current billing cycle if you cancel before the next order is processed. Any charges applied after your cancellation request should be refunded on request through customer service or the FACP.

What happens after you cancel your subscription

Cancellation is not the end of your journey-what happens next matters just as much as the cancellation itself.

Immediate steps after successful cancellation

Once you receive confirmation that your Prose subscription has been cancelled, take these steps to protect yourself. First, log into your Prose account one more time to verify your subscription status now shows as "Cancelled" or "Inactive." Screenshot this page and save it to a secure folder on your computer or cloud storage. This screenshot is your proof of cancellation.

Second, check your payment method (credit card or bank account) to ensure no further charges appear. It may take three to five business days for the cancellation to fully process in Prose's billing system. If a charge appears after your cancellation date, contact Prose immediately at [email protected] and request a refund, citing your cancellation confirmation date.

What to do if you are charged after cancellation

If Prose charges your account after you cancelled, do not panic-this is reversible. First, contact Prose customer service immediately with your cancellation confirmation email or screenshot. Request a full refund of the post-cancellation charge. Give Prose 5 business days to respond and process the refund.

If Prose refuses the refund or does not respond, file a chargeback with your credit card company or bank. Explain that you cancelled your subscription and provide your cancellation confirmation as evidence. Your bank will investigate and typically reverses unauthorized charges within 10 to 15 business days. Alternatively, file a complaint with the Federal Authority for Consumer Protection. At Tocancel, we have helped thousands of consumers recover unauthorized charges through FACP complaints when companies fail to refund them directly.

Managing your Prose account after cancellation

Your Prose account will remain active even after cancellation, which allows you to reactivate your subscription later if you change your mind. If you prefer to delete your account entirely, contact Prose customer service and request account deletion. Ask for confirmation that your personal data, including hair profile information and payment details, has been permanently removed from their system.

Refunds and money-back guarantees

Your refund rights depend on when and why you are canceling.

Your 14-day refund right under UAE law

If you cancel within 14 days of receiving a Prose order and the products remain unused and in original packaging, you are entitled to a full refund of the product cost. This right exists regardless of Prose's advertised policy and cannot be waived. Return the unused items to Prose at your own expense, and they must refund your money within 30 days of receiving the returned items.

To claim this refund, contact Prose at [email protected] with your order number, cancellation date and a photo of the unused products in their original packaging. Request a return shipping label. Prose should provide one at no cost to you under UAE consumer law. Ship the items back using this label, keep your proof of delivery, and follow up for your refund within the 30-day window.

Prose's satisfaction guarantee vs. your legal rights

Prose advertises a first-order satisfaction promise, typically offering a refund or free reformulation if you are not satisfied with your first custom formula. This guarantee is separate from your legal 14-day cancellation right. If your first order does not work for your hair, contact Prose to discuss your options under their guarantee before requesting cancellation. However, if you prefer to cancel rather than reformulate, your legal right to cancel always takes priority.

Subscription refunds and partial-month billing

If you cancel mid-cycle, Prose will not refund your partial billing period-this is standard practice. However, they must not charge you again after you cancel. If you cancel on the 15th of a 30-day billing cycle, you will lose the last 15 days of service. This is why it is important to check your next billing date before canceling. If possible, cancel just after a billing date so you maximize the value of the current subscription period.

Common cancellation mistakes to avoid

We understand that cancellation processes can feel confusing, but these mistakes are easily preventable.

Mistake 1: assuming your cancellation is complete without confirming

Never assume your cancellation is done just because you clicked a button. Log back into your account within 24 hours and verify your subscription status has changed to "Cancelled." Take a screenshot of this confirmation. Many consumers skip this step and discover weeks later that their subscription is still active and their account is still being charged.

Mistake 2: deleting the confirmation email

Keep every cancellation confirmation email, refund receipt and customer service response. Store these in a dedicated email folder labeled "Prose Cancellation" so you can find them instantly if you need them for a dispute. Your email is your legal proof that you took action and when you took it.

Mistake 3: waiting until after your next charge to cancel

Do not wait to see if you like the product. If you have decided to cancel, do it immediately. Every day you delay is a day closer to your next automatic billing date. Prose will process orders up to 24 hours before your billing date, and once an order is placed, cancellation may not stop the charge.

Mistake 4: confusing app cancellation with account cancellation

If you subscribed through Apple App Store or Google Play, you must cancel through that platform, not through the Prose website. Uninstalling the app does not cancel your subscription. Canceling your Prose account online does not cancel an app-based subscription. These are separate systems, and you must cancel in the right place.

Mistake 5: not requesting a refund if you have the legal right to one

If you received your order within the last 14 days and the products are unused, you have a legal right to a refund. Do not hesitate to claim this. Contact Prose explicitly and state: "I am exercising my statutory 14-day cancellation right under UAE Consumer Protection Law and request a full refund." This language tells Prose you know your rights and expect them to honour them.

When to escalate to the federal authority for consumer protection

You have clear benchmarks for escalating your complaint if Prose does not cooperate.

File a complaint with the FACP if Prose does not respond within 5 business days

If you email Prose and receive no response within 5 business days, or if they refuse to honor your cancellation request, file a formal complaint with the Federal Authority for Consumer Protection. You can file in Arabic or English. Include your cancellation request email, any responses from Prose, your cancellation confirmation (if any), and proof of your subscription. The FACP will investigate at no cost to you.

Gather your evidence before filing with the FACP

Document everything: screenshots of your account showing your subscription, your cancellation request email, Prose's responses, proof of any charges after your cancellation date, and your payment records showing recurring charges. The more evidence you provide, the faster the FACP can resolve your complaint. Take photos of any physical packaging or proof of delivery, and upload everything to your FACP complaint file.

Tocancel's role in your escalation

If you feel uncertain about filing a complaint with the FACP or need guidance on what evidence to submit, Tocancel specializes in helping UAE consumers navigate this process. At Tocancel, we understand consumer protection law and can advise you on your next steps. Whether you need help drafting your cancellation email, understanding your refund rights, or preparing for an FACP complaint, Tocancel is here to empower you.

Checklist before you cancel

Use this checklist to ensure your cancellation is smooth and documented.

Summary: your path to canceling Prose with confidence

Canceling Prose is straightforward when you know your rights and the correct method for your subscription type. You have the legal right to cancel without penalty under UAE Consumer Protection Law, and Prose must process your cancellation quickly and easily. Whether you cancel through your online account, by email, through the app store, or by postal mail, the outcome is the same: your subscription stops and your charges end.

The fastest path is logging into your Prose account, scrolling to the bottom of your subscription settings, and clicking "Cancel Subscription." Confirmation arrives within 24 hours. If you prefer written proof, email [email protected] and keep a copy of your cancellation request. If you subscribed through an app, cancel through that app's subscription settings, not through Prose directly.

If you cancel within 14 days of receiving your order and the products are unused, claim your refund by contacting Prose explicitly. If Prose refuses your cancellation or refund, or if they continue charging you after you cancel, escalate to the Federal Authority for Consumer Protection. The FACP investigates at no cost and has the authority to compel Prose to refund your money immediately.

Document everything: save cancellation emails, screenshot your account status, and keep proof of every charge. These documents are your legal protection. Tocancel has helped thousands of consumers cancel their subscriptions and recover unauthorized charges by following these steps and understanding their rights under UAE law. You can do this too, and Tocancel is here to guide you every step of the way.

Contact information for Prose customer service

Email: [email protected]

Website: prose.com

Account cancellation: Log into your Prose account and navigate to "My Subscription" or "Account Settings," then select "Cancel Subscription" at the bottom of the page.

Refund or billing disputes: Email [email protected] with your order number, account email, and a clear description of your issue. Request a response within 5 business days.

Federal Authority for Consumer Protection (FACP) complaint: File a formal complaint at facp.ae or visit a local FACP office in your emirate if Prose does not resolve your cancellation or refund within a reasonable timeframe. Include your cancellation confirmation, any post-cancellation charges, and all correspondence with Prose customer service.