Cancel Prose: Step-by-Step Guide

How to cancel your Prose subscription in ireland and recover charges

What Prose is and why you might cancel

Prose is a personalised haircare and skincare brand that creates bespoke formulations tailored to your individual hair type, scalp condition and lifestyle. You complete a diagnostic quiz online, and Prose designs custom shampoos, conditioners, masks and supplements matched to your specific needs. The service offers both one-time purchases and subscription models, with recurring orders providing a 15% discount in exchange for automatic shipments scheduled at intervals you select during signup.

The appeal is real: personalised formulations, premium ingredients and transparent sourcing. However, many Irish consumers report frustrating problems with their subscriptions, particularly unexpected renewal charges, difficulty cancelling and delayed refunds. If you have experienced unwanted charges or struggle to pause or stop your Prose subscription, you have consumer protections on your side. Tocancel helps thousands of Irish consumers navigate subscription cancellations and recover money owed to them each month.

Common reasons to cancel Prose

You might cancel for several legitimate reasons. The formulation may no longer suit your hair, or you have found a product elsewhere that works better. You may have signed up for a one-time order that converted to a subscription without your clear consent. You could be facing unexpected charges after believing you had cancelled. Or you simply want to pause and reassess your spending on premium haircare. Whatever your reason, you have the legal right to cancel, and Tocancel is here to guide you through the process step by step.

Subscription plans and pricing in ireland

Prose pricing varies by product type and whether you choose a one-time purchase or subscription.

Subscriptions typically include free shipping to Ireland. Renewal frequency defaults to 4 weeks, but you can adjust this in your account settings at any time. Promotional codes or loyalty credits may alter these prices, so always check your account before each renewal date.

Your consumer rights under irish law

Ireland's Consumer Rights Act 2015 (which transposed the European Consumer Rights Directive) gives you strong legal protections when you buy goods or services online, including subscriptions.

Distance selling and cooling-off rights

When you sign up for a Prose subscription online, you enter a distance contract. Irish law grants you a 14-day cooling-off period from the date of purchase during which you can cancel and receive a full refund, with no penalty and no explanation required. This right applies to your first order and any subsequent renewal charges you dispute within 14 days of purchase.

Your legal position: You can cancel within 14 days of any charge simply by contacting Prose in writing (email counts). The company must refund you in full, and you bear no cost for exercising this right.

If Prose has charged you and you are within 14 days of that charge, contact them immediately by email stating you wish to exercise your cooling-off right. Keep a copy of your cancellation request and Prose's response for your records.

Unfair contract terms and transparency obligations

Under the Consumer Rights Act 2015, Prose must present subscription terms in plain, intelligible language before you confirm your order. The cancellation process, renewal frequency, pricing and how to exercise your cooling-off right must all be crystal clear and agreed to explicitly by you. If Prose's terms are deliberately unclear or hidden, they may be considered unfair under Irish law.

This means that if Prose buried the cancellation method in fine print or made it deliberately difficult to find, you have grounds to challenge the entire subscription contract as unfair. Tocancel advocates for Irish consumers who face deliberately obscured cancellation processes.

Right to cancel ongoing subscriptions

Beyond the 14-day cooling-off period, you retain the right to cancel an ongoing subscription at any time. While Prose may ask for notice (typically 14 to 30 days), they cannot force you to continue paying indefinitely. Irish consumer law requires that any cancellation method offered during signup must remain available to you at all times.

Therefore, if Prose allows you to cancel via your online account during signup, that method must still work when you wish to cancel later. If the link breaks or the option disappears, contact Prose's customer service immediately and escalate to the company director if needed.

How to cancel your Prose subscription step by step

Follow these sequential steps to cancel your subscription and protect your rights under Irish law.

Step 1: log into your Prose account and locate the cancellation option

1. Visit the Prose website and log in using your email address and password
2. Navigate to your account dashboard or subscription settings
   • Look for "My Account", "Subscriptions", "Orders" or "Billing"
   • If you cannot find a cancellation link, take a screenshot of your search for evidence
3. Locate the active subscription you wish to cancel
   • Click "Manage Subscription" or "Cancel Subscription"
   • If this option does not appear, note the date and time for your records
4. Review the cancellation reason prompt (Prose may ask why you are leaving)
   • Complete this honestly but concisely
   • Do not feel obligated to justify your decision

Step 2: confirm your cancellation and request written confirmation

1. Click "Confirm Cancellation" or the equivalent button
2. Take a full-page screenshot showing the cancellation confirmation message
3. Note the date and time of cancellation
4. Check your email inbox (and spam folder) for a cancellation confirmation from Prose
   • This email should confirm the cancellation date and your final billing date
   • If you do not receive an email within 24 hours, contact Prose customer service immediately
5. If you do not see an online cancellation option, proceed to Step 3

Step 3: cancel by email if the online option is unavailable

1. Open a new email and address it to Prose customer service
   • Use the contact email shown on the Prose website or your account page
   • If you cannot find a support email, use the contact form on the Prose website and request a phone number
2. Write a clear, direct email subject line: "Request to Cancel My Prose Subscription - [Your Account Email]"
3. In the email body, include:
   • Your full name and account email address
   • Your Prose customer or order number (if you have it)
   • The date you wish the cancellation to take effect (immediately or at the end of the current billing cycle)
   • A simple statement: "I am exercising my right to cancel my Prose subscription effective immediately"
   • Your contact phone number
4. Send the email and take a screenshot of the sent message
5. Check your email for a reply within 48 hours

Step 4: if Prose does not respond or refuses to cancel

1. Wait no more than 5 business days for a response
2. Send a follow-up email with the subject line: "URGENT: Second Request to Cancel Prose Subscription - [Your Account Email]"
3. Reference your first email by date and note that you have received no response
4. State clearly: "I am formally requesting cancellation of my subscription in line with the Consumer Rights Act 2015"
5. Give Prose 7 calendar days to respond or confirm cancellation
6. If Prose still refuses or ignores you, escalate to the Irish authority that oversees consumer protection (see below)

What happens after you cancel

Understanding what occurs after you press cancel helps you avoid future charges and track your refund.

Timing and final charges

Once you cancel your Prose subscription, no further charges should occur after your final billing date. If you cancelled mid-cycle, Prose may still send out products already paid for and in transit. You are entitled to receive these items at no additional cost. Check the cancellation confirmation email for your final shipping date.

If Prose continues to charge you after cancellation, you have the right to dispute those charges through your bank or card issuer. Contact your bank's dispute team and provide your cancellation confirmation email as evidence. Your bank can then retrieve the funds on your behalf.

Refunds for unused products

If you cancel within 14 days of purchase (cooling-off period), Prose must refund you in full. This includes the cost of any unopened, unused products. Prose may deduct only the cost of returning the item to them if you requested the return, but this deduction must be proportional and reasonable.

If you cancel after 14 days, Prose may not refund the cost of already-shipped products that you have received and used. However, if you cancel before a product ships, you are entitled to a full refund for that order. Check your cancellation confirmation email to see which future shipments have been cancelled and which refunds you should expect.

Refunds typically appear in your bank account within 5 to 10 business days. If you do not see a refund after 14 days, contact Prose's finance team and request a refund tracking number. Tocancel recommends keeping all cancellation emails and refund confirmations for at least 12 months.

Confirming cancellation was successful

1. Log back into your Prose account after 2 to 3 business days
2. Check that your subscription status shows "Cancelled" or "Inactive"
3. Verify that no renewal date is displayed
4. Monitor your bank or card statement for 30 days to ensure no further charges appear
5. If charges appear after cancellation, contact your bank immediately to dispute them

Common mistakes to avoid when cancelling Prose

Cancelling a subscription can feel stressful, especially if you have already had billing disputes. Here are the pitfalls that catch Irish consumers off guard.

Pausing instead of cancelling

Prose allows you to "pause" your subscription rather than cancel it. Pausing is not the same as cancelling. A paused subscription will restart automatically after the pause period ends, and Prose will resume charging you. If you are certain you do not want to receive Prose products again, select "Cancel" not "Pause".

Assuming a payment refusal means cancellation

Some consumers think that asking their bank to refuse payment on a recurring subscription counts as cancellation. This approach can damage your payment history and does not formally cancel your contract with Prose. The correct step is to cancel the subscription directly with Prose, then monitor your account to ensure no charges occur. If charges do occur after cancellation, then dispute them through your bank.

Not documenting your cancellation request

If you cancel by phone or live chat, take a screenshot of the conversation or note the name of the agent and the time of the call. If you cancel by email, keep that email in a dedicated folder. If Prose later claims you never cancelled, your documentation is your proof. Tocancel advises all Irish consumers to document every customer service interaction related to cancellations and billing disputes.

Cancelling too close to your renewal date

If your renewal date is tomorrow and you cancel today, Prose may still process today's renewal charge before your cancellation request reaches their billing system. To avoid this, cancel at least 3 to 5 business days before your renewal date. Check your cancellation confirmation email to confirm the final charge date.

Disputing charges and requesting refunds

If Prose has charged you unfairly or after cancellation, you have multiple avenues to recover your money.

Requesting a refund directly from Prose

1. Email Prose's customer service with the subject: "Refund Request - Unauthorized Charge on [Date]"
2. Provide your account email, the charge amount, the charge date and a brief explanation (e.g., "I cancelled on [date] but was charged on [date]")
3. Request a full refund and ask for confirmation within 7 days
4. If Prose refuses or does not respond within 10 days, proceed to the next step

Disputing the charge through your bank

Your bank has a legal duty under Irish and EU law to investigate payment disputes. Contact your bank's dispute or "chargeback" team and explain that you cancelled your Prose subscription but were charged anyway. Provide your bank with:

• The date of the disputed charge
• The amount charged
• Your cancellation confirmation email (if you have it)
• Screenshots of your Prose account showing cancellation status
• Any emails from Prose confirming cancellation

Your bank can typically recover funds within 30 to 60 days. This process is free and protects your rights under the Consumer Rights Act 2015.

Escalating to the irish authority if needed

If Prose refuses to refund you and your bank cannot recover the charge, you can escalate your complaint to the Commission for Consumer Protection (CCP), which oversees consumer rights in Ireland. The CCP can investigate Prose's business practices and require them to refund unfair charges. Tocancel recommends keeping detailed records of all communication before escalating to the CCP.

Checklist: cancel your Prose subscription safely

When to keep versus cancel your Prose subscription

Before you cancel, consider whether a pause or adjustment might better suit your needs.

How tocancel can help you

Cancelling a subscription should not be this complicated. Tocancel has helped thousands of Irish consumers cancel recurring charges, dispute unfair billing and recover money owed to them by subscription services. If you have struggled to cancel Prose or believe you have been charged unfairly, Tocancel is here to empower you with clear information and step-by-step guidance grounded in your consumer rights under Irish law.

Visit Tocancel today to explore cancellation guides for hundreds of subscription services, access templates for complaint emails, and understand your rights under the Consumer Rights Act 2015. Tocancel puts you in control of your money and your choices.

Contact information for further help

If you need to escalate your complaint or seek additional support, use these official Irish resources:

• Commission for Consumer Protection (CCP): Handles complaints about unfair commercial practices and breaches of consumer law. Visit their website or call their helpline to file a formal complaint if Prose refuses to refund you or honour your cancellation.
• Your bank's dispute team: Contact your bank directly to dispute any charge you believe is unauthorised or unfair. Provide your cancellation confirmation as evidence.
• Tocancel: For practical step-by-step cancellation guidance and consumer rights information, visit Tocancel.com. Tocancel specialises in helping Irish consumers navigate subscription cancellations and recover charges.

Cancelling your Prose subscription is your right. Follow the steps above, document everything, and do not hesitate to escalate if Prose refuses to cooperate. Tocancel stands with Irish consumers who demand fair treatment and transparency from subscription services.