Cancel My Time Rewards: Step-by-Step Guide

How to cancel My Time Rewards in malaysia and protect your account

What is My Time Rewards and why you should understand the charges

My Time Rewards is a subscription-based business management service that bundles appointment scheduling, customer management, and rewards tools into monthly plans. The service operates from overseas offices in the UK and Switzerland, which means billing often occurs in foreign currency and support may not follow Malaysian business hours. For Malaysian subscribers, this distance creates friction when you try to cancel or dispute a charge.

The subscription model works like this: you pay a monthly fee for access to the core platform, and you may also be billed separately for add-ons such as SMS notifications, email marketing automation, loyalty programme tools, or point-of-sale features. If you signed up and forgot about add-ons, your actual bill could be substantially higher than the advertised base price. This is one of the most common reasons Malaysian users contact Tocancel for help.

The subscription plans and what they cost

My Time Rewards publishes pricing in United States dollars on its website, which means your credit card statement will show converted amounts in Malaysian ringgit (RM). The four core subscription tiers are Essential, Complete, Premier, and Enterprise. No pricing data is specifically localised to Malaysia, so you should expect currency fluctuations to affect your actual monthly outflow.

On top of the base plan, you can add Point of Sale (RM194 per month per location), SMS confirmations (RM80), email and SMS marketing (RM189), loyalty programme tools (RM467), or leads management (RM231). If your account accumulated three or four add-ons without your active consent, you could be paying double the base plan amount every month.

Why cancelling My Time Rewards feels difficult in malaysia

The main challenge is that My Time Rewards does not publish a Malaysian registered office, local contact number, or clear cancellation steps in English-language materials. Support hours are not specified publicly, and live chat is not available. This means when you try to cancel, you are working with a cross-border service provider, and response times may stretch to 5-7 working days instead of 24 hours.

Many Malaysian subscribers also report that the cancellation button is not easy to find inside the account dashboard, or that cancellation requests sent by email receive no confirmation. At Tocancel, we have seen users assume their subscription was cancelled only to discover a charge three months later. The absence of a clear refund policy in Malaysian terms adds to the uncertainty.

Your consumer rights when cancelling a cross-border subscription

Malaysia's Consumer Protection Act 1999 gives you specific rights when you cancel a subscription, even if the company is based overseas. You have the right to a clear cancellation process, a written confirmation of cancellation, and a refund if you cancel within a reasonable timeframe before the next billing date.

What the consumer protection act 1999 says about your cancellation rights

Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (a contract made online, by phone, or by post) within 10 days of receiving the service or signing up. For subscriptions that renew automatically, the law also requires the seller to obtain your express consent before each renewal charge. If My Time Rewards charges you again without clear consent from you, that is a breach of your consumer rights, and you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKP).

Your legal position is this: the company must prove you agreed to be charged on that date, or you have grounds to dispute the charge with your bank and report the breach to KPDNKP. You do not need the company's permission to escalate to the authorities if they refuse to refund you. The burden of proof falls on My Time Rewards, not on you.

Your rights if My Time Rewards refuses to cancel

If you submit a cancellation request and the company ignores it or charges you again, you have three escalation paths. First, contact your bank or credit card issuer and raise a chargeback dispute, providing evidence of your cancellation request (email receipts, screenshots, or account logs). Second, file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs via their online portal or by visiting a local KPDNKP office. Third, if the amount is substantial, consider small claims at a local Magistrate's Court.

Tocancel recommends taking the bank route first because it is the fastest. Most Malaysian banks require 30 days' notice but can reverse charges within 60-90 days if you have documented proof. Keep every piece of communication with My Time Rewards, including error messages, automated replies, and timestamps. That evidence is what will win your dispute.

How to cancel My Time Rewards step by step

Cancellation can succeed through three routes: the web account, email to support, or a formal dispute with your bank. The method you choose depends on how quickly you need the cancellation processed and whether the company has responded to earlier requests.

Method 1: cancel through your web account

This is the fastest route if the cancellation option is visible in your account dashboard. Log in and follow the sequence below, making sure to capture screenshots at each step so you have proof of cancellation.

1. Go to mytimerewards.com and sign in with your username and password.
   • If you have forgotten your password, use the "Forgot password?" link and reset it via your email.
   • If you cannot log in, note the error message and move to Method 2 (email to support).
2. Navigate to your Account or Settings menu, usually found in the top right corner or under a profile icon.
   • Look for labels such as "Subscription", "Billing", "Plan", or "Membership".
   • Some dashboards hide this under "Account Preferences" or "Manage Subscription".
3. Select the option to view or manage your subscription.
   • You should see your current plan name, renewal date, and billing amount.
   • Verify the amount matches your last card statement before proceeding.
4. Click the cancel subscription or downgrade button.
   • Do not click "pause" or "temporarily suspend" unless that is your intention; you want full cancellation.
   • If the system offers a discount to keep your subscription, note the offer but do not accept it unless you have changed your mind about cancelling.
5. You may be asked to confirm your reason for cancellation. Choose the most honest option (e.g., "cost", "not using it", "switching to another service") and click confirm.
   • The system may then offer a retention discount. Again, only accept if you genuinely want to stay.
   • Otherwise, proceed to final confirmation.
6. Look for a cancellation confirmation page or confirmation email stating the effective date of cancellation.
   • Take a screenshot of the confirmation page with the date clearly visible.
   • Check your email inbox (including spam/promotions folder) for a confirmation message from My Time Rewards or [email protected] within 1 hour.

If the cancellation went through, your access to the account should stop on the stated date, and no charge should appear on your next billing cycle. If you are charged again after cancellation, you have proof that the cancellation was processed, and you can dispute the charge as an unauthorised transaction.

Method 2: cancel by email to support

If you cannot find the cancellation button, or if the web method did not work, email the support team directly. At Tocancel, we recommend this route when the account is unresponsive or you want a written record of your cancellation request.

1. Send an email to the support address listed in your account dashboard or in the MyTime help centre (help.mytime.com).
   • If you cannot find a support email, check your original account confirmation email or search your inbox for "MyTime" or "My Time Rewards".
   • If no email is listed on the website, you can also try [email protected] or [email protected] as common alternatives.
2. Write a clear subject line: "Cancellation request for My Time Rewards account [your email address or account ID]".
   • Use your exact email address associated with the subscription so the team can locate your account immediately.
3. In the email body, state your request clearly:
   • "I request immediate cancellation of my My Time Rewards subscription, effective immediately or on [your next billing date]. Please confirm the cancellation in writing and provide the date on which I will no longer be charged."
   • Include your full name, account email, and subscription plan name (Essential, Complete, or Premier).
4. Attach or reference your most recent invoice or billing statement showing the subscription amount.
   • This helps the support team locate your account faster.
   • Do not share full card details; only show the last four digits and the charge amount.
5. Send the email from the email address registered with your My Time Rewards account.
   • This proves that the account owner initiated the request.
6. Wait for a response within 5-7 working days. If you do not receive a reply by day 7, follow up with a second email and copy your bank's fraud team.
   • State clearly: "This is a follow-up to my cancellation request sent on [date]. I have not received a confirmation and remain concerned about further unauthorised charges. If I do not receive a response within 48 hours, I will escalate this to my bank and lodge a complaint with KPDNKP."
7. Once you receive a cancellation confirmation email, take a screenshot and save it to your records.
   • Check that the email specifies the cancellation date and confirms no further charges will be applied.

Email cancellation creates a paper trail that protects you if the company later claims you never asked to cancel. This method is especially useful if you suspect the company is ignoring your requests.

Method 3: dispute the charge with your bank

If the above methods fail or if you have already been charged after requesting cancellation, raise a dispute (chargeback) with your bank immediately. This is your fastest route to recovering money if My Time Rewards refuses to cooperate.

1. Contact your bank's fraud or disputes team by phone or through their online portal.
   • Most Malaysian banks have 24-hour phone lines for fraud reporting. Find the number on your credit card or bank statement.
   • Explain clearly: "I requested cancellation of a My Time Rewards subscription on [date], but the company charged me again on [date]. I have proof of cancellation. I want to dispute this charge."
2. Prepare your evidence package:
   • Screenshots of your cancellation request or account showing the cancellation button clicked.
   • The cancellation confirmation email (if received).
   • Your bank statement showing the disputed charges.
   • Copies of any emails sent to support requesting cancellation.
   • A timeline showing when you signed up, when you requested cancellation, and when the unwanted charge appeared.
3. File the dispute within 60 days of the disputed charge appearing on your statement.
   • Do not wait longer; most banks cannot process disputes older than 120 days.
   • If you have multiple disputed charges, file one dispute per charge and provide all evidence for each.
4. Your bank will contact My Time Rewards and request evidence that you authorised the charge. If the company cannot produce that evidence, your bank will reverse the charge and credit your account within 30-60 days.
   • You will receive written confirmation of the outcome by mail or email.

The bank route works because My Time Rewards operates internationally and must comply with Malaysian banking regulations to process payments from Malaysian accounts. Your bank has more power to compel the company to respond than you do as a single customer.

What happens after you cancel My Time Rewards

Once your cancellation is processed, your access to the service ends on the effective cancellation date. However, several things can go wrong if you do not follow up properly. At Tocancel, we see users assume they are safe only to discover a charge appeared months later.

What you should do immediately after cancellation

The cancellation confirmation is not the end of your job; it is the beginning of your monitoring period. Perform these checks to protect yourself.

1. Save the cancellation confirmation email or screenshot to a dedicated folder on your computer or cloud storage.
   • Label it clearly with the service name, date, and amount (e.g., "My Time Rewards Cancellation 2024-12-15").
   • Do not rely on email alone; emails can be deleted or lost.
2. Mark your calendar for the stated cancellation date and set a reminder for 2-3 days after to check your bank statement.
   • If your next billing date was 15 January 2025, check your statement on 18 January 2025 to confirm no charge appeared.
3. If you exported any data from your My Time Rewards account before cancellation (customer records, transaction history, etc.), verify you have those files in your possession.
   • The company may delete your account data 30-90 days after cancellation, so act quickly if you need to preserve anything.
4. Review your account one final time on the cancellation date to confirm access has been revoked.
   • Try logging in; you should see an error message or a message stating your subscription is inactive.
5. Check your email for any farewell or final billing statement from My Time Rewards within 48 hours of cancellation.
   • This email should confirm your final charge (if you were charged for the last partial month) and state that no further charges will occur.

What to do if you are charged after cancellation

If a charge appears on your statement after the cancellation date, act within 48 hours. This charge is either a system error or a deliberate attempt to continue billing despite your cancellation.

1. Contact My Time Rewards support immediately with the subject line: "Unauthorised charge after cancellation: [charge date, amount, reference number]".
   • Reference your original cancellation confirmation and the date you cancelled.
   • Ask for a full refund and a second cancellation confirmation to prevent future charges.
2. If support does not respond within 3 working days, do not wait. Contact your bank and file a chargeback dispute immediately.
   • Provide your original cancellation proof as evidence.
   • The bank will reverse the charge pending investigation.
3. Lodge a complaint with KPDNKP (Ministry of Domestic Trade and Consumer Affairs) describing the situation.
   • Include your cancellation proof, the unwanted charge, and evidence that the company ignored your refund request.
   • KPDNKP can instruct the company to refund you and may impose penalties if they find deliberate breaches of the Consumer Protection Act 1999.

Most post-cancellation charges reverse quickly if you involve your bank, so do not assume the company will refund you voluntarily. Tocancel has helped thousands of consumers reverse unwanted charges by escalating to their bank rather than waiting for the company to act.

Refund eligibility and how to claim

Whether you are entitled to a refund depends on when you cancel relative to your billing cycle and whether My Time Rewards has a published refund policy.

When you are entitled to a refund

You are entitled to a refund if you cancel within 10 days of your subscription start date, regardless of how much of the service you have used. This is your statutory right under the Consumer Protection Act 1999 for distance contracts. For cancellations after 10 days, your refund depends on the company's stated policy and how far into your billing cycle you cancel.

My Time Rewards does not publish a detailed refund policy in its general terms, which creates uncertainty. In the absence of a clear policy, Malaysian consumer law defaults to "proportional refund"-meaning if you paid for a full month but cancel halfway through, you are entitled to a refund for the unused portion. However, the company may dispute this, which is why you need to request the refund in writing and provide evidence if they refuse.

How to request a refund

1. Send a formal refund request email to My Time Rewards support within 10 days of your cancellation request.
   • Use the subject line: "Refund request for My Time Rewards subscription: [amount, charge date]".
   • State your cancellation date and the reason for the refund claim (e.g., "I cancelled within 10 days of activation" or "I cancelled mid-billing cycle and seek a proportional refund").
2. Attach evidence:
   • Your original signup confirmation email showing the start date.
   • Your cancellation confirmation email or screenshot.
   • Your bank statement showing the original charge amount and date.
3. Request a response within 14 days and specify your bank details for the refund (or credit card if the charge was made via credit card).
   • Example: "Please process a full refund of RM1,831.00 to my card ending in 1234 within 14 days. If I do not receive confirmation of the refund within 21 days, I will escalate this to my bank."
4. If the company does not respond within 21 days, or if they refuse the refund, file a chargeback with your bank.
   • Tell your bank that the charge was made without your continuing consent after you requested cancellation.
   • Provide your refund request email as evidence of your attempt to resolve it with the company.

Refunds are legally owed to you if you cancel within 10 days or if you can prove the company continued charging without your consent. Do not accept excuses such as "the system processes charges automatically" or "we cannot issue refunds to international customers". Those are not valid reasons under Malaysian law.

Common mistakes people make when cancelling My Time Rewards

Many users unwittingly sabotage their own cancellation by taking shortcuts or assuming the company will do the right thing without proof. Here are the mistakes Tocancel has seen cost people money.

Mistake 1: cancelling without taking screenshots or saving confirmation

If you click the cancel button, assume the process is complete, and do not save proof, you have no evidence if the company later charges you again. Screenshots are not optional; they are your insurance policy. Take them of every step: the original subscription page, the cancellation button before you click it, the confirmation page after you click it, and the confirmation email if it arrives.

Mistake 2: assuming an automated email means cancellation is complete

My Time Rewards may send you an automated "we received your request" email that is not the same as a "your cancellation is confirmed" email. If you receive a generic acknowledgement but no specific confirmation stating the cancellation effective date, your request may still be in a queue. Follow up within 48 hours with "I have not yet received a cancellation confirmation email. Please confirm my cancellation date in writing."

Mistake 3: not monitoring your bank statement after cancellation

The biggest mistake is believing cancellation confirmation means you are safe. Set a phone reminder to check your statement 3 days after your next billing date was supposed to occur. If a charge appears, you have a narrow window to dispute it before the charge settles permanently.

Mistake 4: deleting cancellation emails or closing your email account

If you delete the cancellation confirmation email to "clean up" your inbox, and then you are charged again six months later, you will struggle to prove you cancelled. Archive the email or forward it to a secondary email account for backup. Better yet, print it and keep a physical copy in a folder marked "My Time Rewards".

Mistake 5: cancelling through a third party instead of directly

If you used a booking agent, reseller, or affiliate service to sign up for My Time Rewards, do not assume cancelling through them will cancel your direct subscription with My Time Rewards. You may need to cancel both your account with the third party and your account with My Time Rewards itself to stop all charges. Check both your bank statement and any invoices or account confirmations you received to identify all the places you may be billed.

Before you cancel: is My Time Rewards worth keeping

Before you press the cancel button, take a step back and decide whether cancellation is truly what you want. This is particularly important if you have data, customer records, or settings invested in the platform.

Reasons to keep My Time Rewards

• You actively use the scheduling and appointment features to manage client bookings and reduce no-shows.
• Your customer data, loyalty programme balances, or transaction history would be difficult to recreate elsewhere.
• You have negotiated a custom discount (visible in your billing details) that makes the cost reasonable for your business.
• You have integrated My Time Rewards with other business tools (email, SMS, accounting software) and switching would require reconfiguration.

Reasons to cancel My Time Rewards

• You are not using the core features (scheduling, customer management, or loyalty tools) regularly.
• The cost exceeds what you are comfortable spending, or add-ons have inflated your bill beyond the advertised price.
• You have found a cheaper alternative that integrates better with your existing tools.
• The lack of local support and unclear cancellation process causes you ongoing frustration and uncertainty.
• You have multiple subscriptions with overlapping features and want to consolidate to reduce cost.

If you fall into the "reasons to keep" category, you may want to contact support to negotiate a lower rate before you cancel. Many subscription companies offer retention discounts to at-risk customers. However, if cost is the core issue and the company refuses to negotiate, cancellation is the right choice.

Your checklist before and after cancellation

Use this checklist to ensure you do not miss any critical step before, during, or after your cancellation.

Final steps: where to find support if My Time Rewards refuses to cancel

If the company ignores your cancellation request or charges you after you have cancelled, you have clear escalation paths in Malaysia. Do not accept non-response or dismissal as final.

Contact information and escalation authorities

My Time Rewards support address: The company does not publish a Malaysian office address. Primary support is via email through the MyTime help centre (help.mytime.com) or support contact found in your account settings. The business is registered in the UK (PO Box, Lancing) and Switzerland (Webloyalty Sàrl, Nyon), which explains the delayed response times from Malaysia.

Ministry of Domestic Trade and Consumer Affairs (KPDNKP): If My Time Rewards refuses to cancel or refund you, lodge a formal complaint with KPDNKP. You can file a complaint online at www.kpdnkp.gov.my or visit any KPDNKP office in your state. Include your cancellation request email, the company's response (or lack thereof), and your bank statement showing the disputed charges. KPDNKP has the authority to compel the company to refund you and can impose penalties for violations of the Consumer Protection Act 1999.

Your bank's fraud and disputes team: File a chargeback dispute immediately if you see an unwanted charge after cancellation. Most Malaysian banks process disputes within 30-60 days. This is your fastest route to recovering money while KPDNKP processes your formal complaint.

Small claims at a Magistrate's Court: If the amount exceeds RM5,000 and the company refuses to settle, you can file a small claim at a local Magistrate's Court. This is a formal legal action, but many people succeed without hiring a lawyer. KPDNKP can sometimes refer you to legal aid organisations that assist consumers.

Documentation you should keep

• Original account confirmation email showing the subscription start date and amount.
• All emails sent to My Time Rewards requesting cancellation, with timestamps and delivery confirmation.
• The cancellation confirmation email or screenshot showing the effective cancellation date.
• Bank statements for the last 6 months showing all charges from My Time Rewards.
• Screenshots of any cancellation buttons or account settings you interacted with during the cancellation process.
• Copies of any refund request emails and the company's response (or proof of non-response).

Store these documents in a dedicated folder on your computer or cloud storage (Google Drive, OneDrive, or Dropbox) so you can access them quickly if you need to file a dispute or lodge a complaint with KPDNKP.

Summary: take control of your cancellation

Cancelling My Time Rewards is simple if you follow the steps in this guide and keep meticulous records. The company may not make the process easy, but Malaysian consumer law makes it your right. You do not need the company's permission to cancel; you need evidence and a clear process.

Start by logging into your account and taking screenshots of your current subscription details. Then choose your cancellation method: web account (fastest), email to support (safest for records), or bank chargeback (most powerful if the company ignores you). Save every confirmation, monitor your bank statement, and escalate to KPDNKP or your bank if the company charges you after you have cancelled.

Thousands of Malaysian consumers have successfully cancelled overseas subscription services by following these steps and refusing to accept non-response or excuses. You have the same power. Tocancel has helped thousands of consumers cancel similar services and recover unauthorised charges by providing exactly this kind of clear, step-by-step guidance. Visit Tocancel.com today to find guides for other subscriptions you want to cancel, and remember: you are in control, not the company.