Cancel Hers: The Right Way

How to cancel Hers in malaysia without extra charges

What Hers is and why malaysian users need clarity

Hers is a subscription-based telehealth and wellness service focused on women's health, offering consultations, prescriptions, and ongoing care for mental health, sexual health, hair loss, and weight management. If you signed up in Malaysia, you are likely paying recurring fees for membership rather than one-off products, which is why understanding your cancellation rights before you act matters enormously.

The branding and support confusion you need to know

Many Malaysian subscribers feel confused because Hers branding is not entirely clear online. The domain hers.com appears to belong to Heller Information Services, Inc., not the telehealth brand itself. In reality, the consumer-facing Hers service is part of the Hims & Hers Health ecosystem, and your support and cancellation requests go through Hims support channels, not a standalone Hers portal.

This matters for cancellation speed. When you need to cancel, you will contact [email protected] or call 1-800-368-0038, both routed through the Hims & Hers support system. Because Hers operates as a cross-border digital service with no Malaysia-specific terms published on the main website, you should assume international support protocols apply and keep your own records carefully throughout the process.

What you are actually paying for

Hers memberships include recurring access to consultations, prescriptions, and ongoing medication delivery. The most common plan family is Weight Loss Membership, with verified pricing in Malaysian ringgit as follows: RM699 monthly, RM2,806 every 3 months, or RM4,935 every 6 months. Medication costs are billed separately, so your total monthly spend will likely exceed the membership fee alone.

Because pricing can vary by plan type and medication selections, your actual renewal amount may differ month to month. This makes it crucial to check your account before cancelling to see exactly when your next charge is due and what amount will be charged.

Your consumer rights in malaysia and your legal protection

What the consumer protection act 1999 gives you

Under Malaysia's Consumer Protection Act 1999, you have the right to cancel a subscription-based service within a reasonable timeframe, and the service provider must not charge you hidden or unauthorised fees. If Hers charges you after you have cancelled, or if the cancellation process was unclear and difficult to find, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA).

Your legal position is straightforward: you own your account and billing, and Hers must provide a clear, accessible way to stop the charges. If the company refuses to cancel or continues charging after you have requested cancellation, the MDTCA can investigate and compel a refund on your behalf. Tocancel resources emphasise this point repeatedly because too many consumers feel powerless when support is slow.

Actionable steps if Hers does not honour your cancellation

If you have cancelled but Hers continues to bill you, your first step is to email [email protected] with the subject line "Request for cancellation confirmation and refund" and include a clear description of your cancellation date and any charge that appeared afterward. Keep a copy of every email you send and every reply you receive.

If support does not respond within 5 working days, or if the charges continue, contact the Ministry of Domestic Trade and Consumer Affairs via their consumer complaint portal or phone line (03-8000 8000). Provide them with your email trail, screenshots of your account, and your bank statements showing the unwanted charges. The MDTCA can compel Hers to refund you and may impose penalties on the company for non-compliance.

Tocancel has documented many cases where consumers successfully recovered funds by escalating to the MDTCA, so do not accept a "no refund" reply from customer service as final. Your legal right to cancel and avoid charges is protected by law.

How to cancel Hers step by step

Preparation checklist before you cancel

Before you press the cancel button, take four specific screenshots that will protect you later. Many Malaysian users who cancel Hers wish they had recorded this information immediately, so do it now while you still have active access.

• Open your account and take a screenshot of your profile page showing your name, email, and account status
• Find your subscription or membership page and screenshot the plan name, next billing date, and renewal amount
• Open your last email receipt or bank statement and save a copy showing the payment amount and date
• Write down the exact date your next charge is due (usually shown on the billing page)

Cancel at least 5 business days before your next billing date, not on the day before. If your charge is due on the 20th, submit your cancellation by the 14th. This timing gives support a realistic window to process the cancellation and update their billing system before the renewal attempt happens.

Web and account-based cancellation method

Log in to your Hers account through the official website or app, navigate to your subscription or membership settings, and look for a "Manage Subscription" or "Billing" section. The cancellation option is usually labelled "Cancel Membership" or "Stop Recurring Delivery".

1. Log in to your Hers account at hers.com using your email and password
   • If you have forgotten your password, use the "Forgot Password" link and reset it before proceeding
2. Navigate to Account Settings or Subscription Management (usually in the top right menu or under "Profile")
   • Look for tabs labelled "Membership," "Billing," or "Prescriptions"
3. Select the active subscription or membership you want to cancel
   • If you have multiple plans (e.g., hair loss and weight loss), make sure you are cancelling the correct one
4. Click "Cancel Membership" or "Stop Recurring Delivery"
   • The system may ask you why you are cancelling; you are not required to provide detailed feedback, but you can if you wish
5. Confirm the cancellation by clicking "Yes, Cancel" or "Confirm"
   • The page should show a confirmation message with a cancellation date
6. Screenshot the confirmation page immediately
   • This screenshot is your proof of cancellation; save it to your email or cloud storage

After you complete these steps, you should receive a confirmation email from [email protected] within 24 hours. Check your spam folder if you do not see it. If you do not receive an email within 2 days, contact support proactively by email to confirm the cancellation was processed.

Email-based cancellation if the web method does not work

If you cannot find the cancellation button in your account, or if the web method appears broken, email [email protected] directly. Use the subject line "Cancellation Request for [Your Email Address]" and include the following details in the body of the email:

1. Your full name and email address linked to the Hers account
2. Your account ID or username (if visible in your profile)
3. The name of the plan you want to cancel (e.g., "Weight Loss Membership," "Hair Loss Program")
4. Your next billing date (copy this from your account or last invoice)
5. A clear statement: "I request immediate cancellation of this membership, effective immediately. Please confirm cancellation in writing within 48 hours and confirm no further charges will be made to my billing method."

Send this email from the same email address you used to create the Hers account. Save a copy for your records. Support should reply within 2 to 3 business days with a cancellation confirmation.

Phone-based cancellation if you prefer to speak to someone

Call 1-800-368-0038 to reach Hims & Hers customer support. Because Hers operates across international time zones and serves Malaysian customers, confirm the best time to reach a representative before you call. When you do call, have your account email, plan name, and next billing date ready.

1. Call 1-800-368-0038 and select the option for billing or membership enquiries
   • Wait times may be longer during peak hours; consider calling early in the day
2. Provide your email address and confirm which plan you want to cancel
3. Ask the representative to confirm the cancellation in writing via email
   • Do not hang up until you have this email confirmation, or ask them to send it immediately while you are on the call
4. Ask the representative for a reference number or confirmation number for the cancellation
   • Write this down and include it in your email follow-up to support

After the call, send a follow-up email to [email protected] summarising the conversation, the date and time you called, and the reference number you were given. This creates a written trail if a billing dispute arises later.

Pricing and subscription plans comparison

Hers offers several membership tiers depending on your health and wellness needs. The most frequently charged plan is Weight Loss Membership, but pricing and plan availability can change. The table below shows the verified pricing structure in Malaysian ringgit.

Important: Medication costs are billed separately from your membership fee, so your total monthly spending will exceed the plan cost shown above. Always check your last three invoices to understand your full spending pattern before you cancel.

What happens after you cancel Hers

Immediate access and delivery changes

When you cancel a Hers membership, you lose access to your account and future prescription refills immediately. However, any medication already shipped or in transit will still arrive. Check your shipping status before you cancel if you have a package in transit that you need to receive.

If you have unused medication credits or prepaid balance in your account, contact support to ask whether you can request a refund for that balance. Hers does not always refund unused credits automatically, but some cancellation requests result in partial refunds if the balance is substantial and the cancellation is recent.

Billing confirmation and refund timeline

After your cancellation is processed, Hers should not charge your card on the next billing date. Monitor your bank account or credit card statement for 5 to 7 days after your scheduled next charge date to confirm no charge appeared. If a charge does appear after you have cancelled, email support immediately with the subject line "Unexpected charge after cancellation request."

Refunds for charges made after cancellation typically take 3 to 5 business days to appear in your account once support has approved the refund request. Do not be alarmed if the credit does not appear instantly; banking systems between Malaysia and international payment processors can take several days.

Common mistakes malaysian Hers users make when cancelling

Timing errors that lead to unexpected charges

Many Malaysian users cancel too close to their billing date and find that the system has already processed the charge before the cancellation request reaches the payment processor. Your best protection is to cancel at least 5 working days before your next charge is due, even if the service claims cancellation is instant.

Another common mistake is cancelling only your prescription refills but not your membership itself. Hers separates these two functions, so you must cancel both your membership and any recurring medication orders to stop all charges. Check the table below to confirm what you are cancelling.

Documentation and proof errors

If you cancel via phone and do not save the confirmation email, you have no proof of your cancellation if a charge appears later. Always request written confirmation via email, even if you cancel through the web portal. Screenshot the confirmation page before you close the browser window.

Not saving your bank statements showing the charges is another gap. Keep copies of your last three invoices or bank charges so that if you need to escalate to the MDTCA, you have clear evidence of recurring billing and the cancellation date you requested.

Assuming malaysian customer service rules apply

Hers is a cross-border service, so Malaysian consumer service standards do not always apply to support response times. Do not assume you will get a reply within 24 hours. Email support and follow up after 3 business days if you have not heard back. Tocancel advises always escalating to the MDTCA if support is unresponsive, because that is the only lever that forces a response in Malaysia.

Refund policy and what to do if Hers won't refund you

When Hers should refund you automatically

Hers does not have a published refund policy for cancelled memberships on their Malaysian-facing pages. However, Malaysian consumer law implies that if you cancel before your next billing date, you should not be charged for the period after cancellation. If a charge appears after your cancellation request, you have the right to demand a refund under the Consumer Protection Act 1999.

If you have paid for a 3-month or 6-month plan and cancel partway through, you may not be entitled to a refund for the unused portion, depending on how the company's terms are written. Contact support and ask explicitly whether you are eligible for a pro-rata refund. If support says no, and the unused portion is significant, escalate to the MDTCA to ask whether Malaysian law overrides the company's terms.

How to claim a refund if support refuses

If Hers continues charging after you have cancelled, or if support denies a refund you believe you are entitled to, submit a formal complaint to the Ministry of Domestic Trade and Consumer Affairs. You will need to provide the following evidence:

• Your email confirmation of cancellation from Hers, or a screenshot of your cancellation confirmation
• Bank statements or credit card statements showing the charges you want refunded
• Proof that you requested a refund from support (email chain or phone notes with date and time)
• Proof that support denied or ignored your refund request

The MDTCA can compel Hers to refund you directly and may impose penalties on the company for failing to honour your cancellation request. Tocancel has documented successful MDTCA complaints in Malaysia that recovered full refunds for consumers, so do not accept a first "no" from the company as final.

Cancellation checklist to avoid mistakes

Use this checklist to confirm you have completed every step safely before and after you cancel Hers.

Why you might want to cancel Hers

Reasons malaysian users choose to cancel

Hers is a subscription service, which means monthly or recurring charges continue indefinitely unless you take action to stop them. Users cancel for many reasons: the medication is not delivering results, the membership cost is too high, they have found an alternative provider, or they simply want to take a break from treatment.

Common complaints include slow support responses, difficulty finding the cancellation button in the account interface, and surprise charges appearing after they believe they have cancelled. If any of these issues apply to you, you have the right to cancel, and Tocancel is here to guide you through the process clearly and quickly.

Should you cancel or pause?

Before you cancel permanently, check whether Hers offers a "pause" or "temporarily stop" option for your membership. Pausing is different from cancelling: you retain your account, prescriptions, and history, but recurring charges stop for 1 to 3 months. Pausing is useful if you want to take a break but may return to the service later.

Cancellation is permanent and typically deletes your account and prescription history after a set period (usually 6 to 12 months). If you might use Hers again soon, pausing is the safer option. If you have decided you are done with the service, cancellation is the right choice.

How to stay protected after you cancel Hers

Document everything for the next 90 days

After you cancel Hers, keep your cancellation confirmation email and all bank statements for the next 90 days. This protects you in case a billing dispute arises or if Hers claims you never cancelled. Many refund claims succeed only because the consumer has clear documentation of the cancellation date and subsequent charges.

If you cancelled via phone, send a follow-up email to [email protected] within 24 hours summarising what you discussed, when you called, and what you agreed to. This creates a written record that phones calls alone cannot provide.

Review your bank and credit card statements monthly

Set a calendar reminder to check your bank or credit card statement 5 to 10 days after your scheduled next charge date would have occurred. If Hers charged you by mistake, you want to catch it immediately so you can request a refund while the charge is fresh in the system's records.

If you see a charge from Hers (or from "Hims" or "Forhers," which are common billing descriptor names) after your cancellation date, email support immediately with the subject "Unauthorised charge after cancellation" and include a screenshot of the charge. Do not wait or assume it will resolve itself.

Contact information and escalation steps

Hers support channels

Use these contact methods to cancel Hers or request a refund. Keep records of every interaction you have with the company.

If Hers does not resolve your complaint

If you have emailed [email protected] and have not received a meaningful response within 5 business days, or if support has denied your refund request unfairly, escalate your complaint to the Ministry of Domestic Trade and Consumer Affairs (MDTCA).

You can lodge a complaint online at www.kpdnkk.gov.my or call 1-800-886-800 (toll-free) to ask for the online complaint portal. Provide the MDTCA with your email chain with Hers, screenshots of your account, and bank statements showing the charges. The MDTCA can investigate and compel Hers to refund you under Malaysian consumer law.

Tocancel and resources like yours empower Malaysian consumers to stand up for their rights. Do not accept that a foreign company can ignore Malaysian law or continue charging you without permission.

Final summary and next steps

Cancelling Hers is straightforward if you follow the steps above. Screenshot your account and next billing date, cancel at least 5 days before the charge, and save every confirmation email. Monitor your bank statement afterward to confirm no charge appears.

Remember: you have the legal right to cancel any subscription service in Malaysia under the Consumer Protection Act 1999. If Hers refuses to cancel or continues charging, the MDTCA is your enforcement tool. Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover unauthorised charges, and you deserve the same protection.

Start your cancellation today by logging into your Hers account or emailing [email protected] with the clear subject line "Cancellation request for [your email]." Your financial peace of mind is worth protecting. Tocancel is here to make sure you cancel with confidence.