Cancel Superprof: Step-by-Step Guide

How to cancel Superprof in malaysia: your rights, refund timeline and step-by-step guide

What is Superprof and why you might want to cancel

Superprof is an online tutoring marketplace that connects Malaysian students with tutors across subjects, languages, music, sports and professional skills. The platform operates under French law even for Malaysian users, which means you are entering a cross-border contract with terms set outside Malaysia.

The main product you pay for is the Student Pass, a recurring monthly subscription that gives you access to contact tutors, send lesson requests and use the platform features more freely. The Student Pass fee is separate from individual lesson fees that tutors set themselves. This dual-pricing structure confuses many users, which is why understanding what you are paying for before you cancel matters so much.

The student pass pricing in malaysia

Superprof advertises the Student Pass at RM39 per month on local sources, though verified pricing data also lists a monthly rate of around RM231 (USD 49). The amount shown in your checkout screen on the day you subscribe is the figure that matters most. Payment methods include credit card and PayPal.

Because the pricing varies between sources, take a screenshot of your subscription page and payment confirmation the moment you sign up. You will need this proof if a dispute arises later or if you decide to cancel and want to claim a refund.

Why malaysian users cancel Superprof

Users cancel Superprof for several reasons: finding tutors outside the platform, switching to competitors, unexpected recurring charges, or discovering the Student Pass does not include actual lessons (you still pay tutors separately). Some users also cancel because Superprof has limited support in Malaysia (no phone number, no live chat, no published support hours), making it frustrating when problems occur.

Whatever your reason, you have consumer rights when you cancel, and Tocancel is here to guide you through the process step by step.

Your consumer rights when cancelling Superprof in malaysia

Malaysia's Consumer Protection Act 1999 is your legal foundation when you cancel any subscription, including Superprof. Under this law, you have the right to cancel a distance contract (like online subscriptions) within a reasonable period and to receive clear information about cancellation terms before you pay.

What the law protects you from

The Consumer Protection Act 1999 requires that Superprof:

• Gives you clear, written information about how to cancel before you subscribe
• Allows you to cancel at any time, though charges up to the date of cancellation may still apply
• Processes your cancellation without unreasonable delay
• Refunds prepaid fees if you cancel before using the service
• Does not charge you again after you cancel, unless you expressly agree

If Superprof charges you after you cancel, or fails to honour your cancellation request, the Ministry of Domestic Trade and Consumer Affairs (MDTCA) is the enforcement body you can report to.

Your legal position in plain language

When you cancel your Superprof Student Pass, you stop paying the recurring monthly fee from your next billing cycle. You do not automatically get refunded for the current month unless you cancel within a cooling-off period (usually 7 to 14 days from signup) or if Superprof has broken its own terms. Lesson fees already paid to individual tutors are a separate matter and depend on the tutor's cancellation policy, not the Student Pass policy.

If Superprof continues to charge you after you cancel, or if you cannot cancel through the account dashboard, you have grounds to dispute the charges with your bank or credit card company, and you can lodge a complaint with the MDTCA. Tocancel recommends keeping all screenshots, emails and transaction records as proof of your cancellation attempt.

Methods to cancel your Superprof subscription

You have two main channels to cancel Superprof: through your account dashboard (the fastest method) or by contacting customer support directly via email.

Cancel through your Superprof account dashboard

This is the primary method Superprof provides and the one that gives you immediate proof of cancellation. Superprof's terms state you can cancel or suspend your Student Pass at any time via your account, with access continuing until the end of your current 30-day billing period.

Log into your Superprof account on superprof.com.my or the mobile app, navigate to your account settings, find the Student Pass section (sometimes labelled "Subscription" or "Payment"), and look for a cancel or suspend button. The platform will ask you to confirm your cancellation, and you should see a message confirming the action was successful. Screenshot this confirmation immediately.

Cancel by emailing Superprof customer support

If you cannot cancel through your dashboard or if you want a written record from Superprof itself, contact their customer support team at [email protected]. Write a clear email stating your name, account email address, and request to cancel your Student Pass subscription immediately. Ask for written confirmation of your cancellation and the date your subscription ends.

Keep a copy of your email and any response from Superprof. Support response times vary; Superprof does not publish fixed support hours for Malaysia, so allow 5-7 business days for a reply.

Step-by-step: how to cancel Superprof without mistakes

Follow this process to cancel your Superprof subscription safely and securely.

Before you cancel: gather your details

Many cancellation disputes arise because users cannot prove they cancelled or do not know their billing date. Before you click anything, prepare the following information:

1. Log into your Superprof account and find your billing date (the date your Student Pass renews each month).
2. Note your current Student Pass status (active, suspended, or inactive).
3. Identify the payment method used (credit card or PayPal).
4. Check if you have any active lesson bookings scheduled in the next 7 days.
   • If you do, understand that cancelling your Student Pass does not automatically cancel individual lessons; you must cancel each lesson separately through the lesson page.
   • Cancelling a lesson within 24 hours of the scheduled time may trigger the tutor's cancellation policy (some tutors charge 0%, 50%, or 100% depending on their terms).
5. Screenshot your account page, Student Pass page, billing information, and any active lesson bookings.
6. Save copies of tutor chats, invoices and payment confirmations to your device or email them to yourself.

Cancel through your account dashboard

1. Open your browser and go to superprof.com.my (or open the Superprof mobile app).
   • Log in using your email address and password.
2. Click on your profile icon or account menu (usually in the top right corner).
   • Select "Account Settings" or "My Account".
3. Look for a section labelled "Student Pass", "Subscription", "Billing" or "Payment".
   • This section shows your active pass and renewal date.
4. Find the button or link to cancel or suspend your pass.
   • It may say "Cancel Student Pass", "Pause", "Suspend" or "Manage Subscription".
5. Click to cancel and confirm when prompted.
   • Superprof will show you a summary of your cancellation (e.g., "Your Student Pass will end on 15 March 2025").
   • You will no longer be able to contact new tutors after this date, though existing lessons may still proceed depending on Superprof's policy.
6. Screenshot or save the confirmation page immediately as proof of cancellation.
   • Some users prefer to email this screenshot to themselves or print it.

Cancel by email if the dashboard method does not work

1. Open your email provider (Gmail, Outlook, Yahoo, etc.).
   • Compose a new email to [email protected].
2. Write a subject line: "Request to cancel Superprof Student Pass subscription".
   • Keep the subject clear and professional.
3. In the body of your email, include the following information:
   • Your full name as it appears on your Superprof account.
   • The email address linked to your Superprof account.
   • A clear statement: "I request to cancel my Superprof Student Pass subscription effective immediately."
   • Your current Student Pass billing date (optional but helpful).
   • A request for written confirmation of your cancellation and the date your subscription ends.
4. Send the email and keep a copy in your "Sent" folder.
   • Do not delete this email.
5. Wait for Superprof to reply (usually within 5-7 business days).
   • When they reply, screenshot their confirmation and save it alongside your original email.

Refunds and when you get your money back

Understanding Superprof's refund policy is crucial because the platform does not automatically refund your Student Pass fee when you cancel.

What happens to the fees you have paid

When you cancel your Student Pass, Superprof allows you to use your remaining paid access until your current billing cycle ends. For example, if you cancel on the 10th of a month and your renewal date is the 20th, you keep access until the 20th and your subscription ends on that date without further charges.

You do not receive a refund for the unused portion of your current Student Pass unless you cancel within 7 to 14 days of your initial signup (a cooling-off period that may apply under consumer law). If you cancel after this period, you forfeit the remaining balance on your current pass.

Lesson fees and tutor payments

Any fees you have already paid to individual tutors (separate from the Student Pass) are governed by each tutor's cancellation policy, not Superprof's policy. When you cancel a lesson within 24 hours of the scheduled time, the tutor may retain a percentage of your payment according to their published policy. Cancel more than 24 hours in advance, and you typically receive a full refund to your original payment method or Superprof account credit.

How long refunds take

If Superprof approves a refund, the funds return to your original payment method within 5-10 business days. If you paid by credit card or PayPal, the refund appears as a credit on your next statement. Do not assume silence means approval; follow up with Superprof if you do not see the refund within 10 business days.

Pricing table: what you are paying for with Superprof

After cancellation: what changes on your account

Once your Student Pass cancellation takes effect (usually at the end of your current 30-day billing cycle), your account access changes. It is important to understand what you can and cannot do after cancellation.

What you lose access to

After your Student Pass expires, you cannot send new lesson requests to tutors or contact tutors you have not already engaged with. You lose the ability to use key platform features like messaging and request submission. However, you retain read-only access to your account history, past messages and lesson records for reference purposes.

What happens to existing lessons

If you have lessons already booked with a tutor when your Student Pass cancels, Superprof generally allows those lessons to proceed if the tutor agrees. However, once your Student Pass ends, you cannot rebook with tutors through the platform. Some users arrange direct contact with tutors outside Superprof to continue lessons independently.

Re-activating your student pass

If you cancel and later change your mind, you can reactivate your Student Pass by logging in and purchasing a new pass. Superprof may offer a discount or incentive to returning users, though this is not guaranteed. Tocancel recommends checking your email for any re-engagement offers from Superprof after you cancel, though do not rely on them.

Common mistakes to avoid when cancelling Superprof

Cancellation disputes often stem from simple oversights that leave you without proof. Here are the pitfalls Tocancel sees most often among Malaysian users.

Not taking screenshots of your cancellation

If you do not screenshot your cancellation confirmation, you have no proof you cancelled. If Superprof charges you again and you contact your bank or the Ministry of Domestic Trade and Consumer Affairs, a screenshot is your strongest evidence. Take it immediately after you click cancel, before you close the browser tab.

Cancelling a lesson instead of the student pass

These are two different actions. Cancelling a single lesson does not cancel your Student Pass, and you will still be charged the monthly fee. Make sure you navigate to the Student Pass section of your account, not the lessons section, when you cancel.

Ignoring your billing date

If your Student Pass renews on the 15th of each month and you cancel on the 20th, you may be charged again on the 15th of next month if the cancellation does not process in time. Always check your billing date before you cancel and verify that the cancellation takes effect before your next renewal.

Not following up if charges continue

If you cancel but Superprof charges you again, do not assume it is a mistake that will resolve itself. Immediately contact [email protected] with your cancellation proof and ask for a refund. If Superprof does not respond within 10 business days, contact your bank or credit card company to dispute the charge. You can also lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs.

Deleting your email confirmation

If you cancel by email, keep the original email and any response from Superprof. Do not delete these from your email account, even after several months. If a dispute arises later, you need this evidence to prove when you cancelled and what Superprof said in response.

Cancellation checklist: ensure you complete every step

Use this checklist to confirm you have cancelled Superprof correctly and protected yourself.

Escalation: what to do if Superprof will not cancel or continues to charge you

If Superprof ignores your cancellation request or continues to charge you after you cancel, you have formal rights and escalation pathways in Malaysia.

First: dispute the charge with your bank or credit card company

Contact your bank or credit card provider immediately if Superprof charges you after cancellation. Provide them with your cancellation proof (screenshot or email confirmation) and ask them to dispute the charge. Most banks can reverse unauthorized charges within 30-60 days. This action does not prevent you from also complaining to Superprof.

Second: file a formal complaint with the ministry of domestic trade and consumer affairs

If Superprof does not respond within 10 business days, or if your bank disputes do not resolve the issue, lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). You can file online via their Sistem Aduan Pengguna (Consumer Complaint System) at aduan.mdtca.gov.my or visit your nearest branch in person.

Include copies of:

• Your cancellation proof (screenshot or email).
• All transaction records showing charges after your cancellation date.
• Any emails from Superprof in response to your cancellation request.
• Your bank statement showing the disputed charges.

The MDTCA can mediate between you and Superprof or issue an enforcement order if Superprof has violated the Consumer Protection Act 1999. This is a free service for Malaysian consumers.

When to cancel versus when to suspend Superprof

Superprof offers both cancellation and suspension options. Knowing the difference helps you choose the right action.

Cancel if

• You do not plan to return to Superprof in the foreseeable future.
• You have found tutors outside the platform.
• You are switching to a competitor tutoring service.
• You have completed your learning goals.
• You want to end the recurring charge permanently.

Suspend if

• You want a temporary break but might return later.
• You are between tutors or between learning periods.
• You want to avoid paying the monthly fee but keep your account active.
• You are unsure whether you will need Superprof again in the next few months.

Suspension pauses your Student Pass without charging you and keeps your account intact. You can reactivate at any time by logging in and purchasing a new pass. For most users who are certain they will not return, cancellation is the cleaner option because it removes the recurring charge and the temptation to reactivate.

Superprof cancellation summary and contact information

Cancelling your Superprof Student Pass in Malaysia is straightforward if you follow the right steps and keep proof. Your rights are protected by the Consumer Protection Act 1999, which requires Superprof to honour your cancellation request and stop charging you after the cancellation date.

To cancel, log into your account dashboard and select the option to cancel your Student Pass, or email [email protected] with a clear cancellation request. Screenshot your confirmation and keep all emails. If charges continue or Superprof does not respond, dispute the charge with your bank and lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs if needed.

Key contacts for cancellation and complaints

Why consumers trust tocancel for cancellation guidance

Tocancel has helped thousands of consumers across Malaysia cancel subscriptions, dispute unauthorized charges and claim refunds. Our guides combine consumer rights law with step-by-step instructions so you can cancel with confidence. Whether you are cancelling Superprof, another online service, or a recurring payment, Tocancel gives you the knowledge and tools to protect yourself. Visit tocancel.com today to access guides for dozens of Malaysian services, or contact us if you need help with your Superprof cancellation.