Cancel Roman: Step-by-Step Guide

How to cancel Roman in malaysia: your rights and step-by-step guide

What Roman is and why malaysian users are signing up

Roman, also marketed as Ro or Ro Health, is an online telehealth service that specializes in men's health treatment, including erectile dysfunction, hair loss, weight management, and prescription support delivered to your door. The service operates entirely online, meaning you consult with licensed doctors via video or chat, receive a treatment plan, and then get recurring medication shipments billed to your card each month.

For Malaysian customers, the appeal is clear: discreet, convenient, and accessible without visiting a physical clinic. However, the catch is that Roman's infrastructure, billing systems, and customer support are based in the United States, not Malaysia. This creates friction when you need to cancel, because support hours are aligned to US Central Time (CT), and your cancellation request may take longer to process than it would for a local Malaysian service.

At Tocancel, we help thousands of people understand their cancellation rights across international services, and Roman consistently comes up because the recurring billing model catches users off guard. You sign up for treatment, get your first order, and then the automatic billing kicks in month after month, sometimes without clear visibility into when the next charge will hit.

How much do people actually pay for Roman?

Roman's pricing varies depending on which treatment plan you choose and what medication is included. The service publishes subscription prices during checkout, but not always on a clear pricing page upfront. This means you may not see the full picture of what recurring charges will look like until you are already in the purchase flow.

Based on available data, subscription plans range from approximately RM137 per month for book-only subscriptions up to significantly higher amounts for medication-inclusive treatment plans. The exact price depends on your treatment type, the specific medication, and whether you bundle consultations with ongoing supply orders.

The real cost issue is that Roman bills you automatically every month unless you actively cancel. Many Malaysian customers do not realize this and wake up to unexpected charges on their card months after their initial purchase. Understanding your exact subscription amount is step one, which is why Tocancel always recommends taking a screenshot of your order confirmation and billing page before you do anything else.

Limited availability in malaysia and what it means for cancellation

Roman's service availability in Malaysia is restricted compared to the United States. Depending on your location, certain treatments may not ship to you, or prescription fulfillment may be delayed or impossible. If you signed up expecting full service and then discovered that your order cannot be fulfilled, you may assume the subscription automatically stops. It does not.

You must contact Roman's customer support and explicitly request cancellation, even if the company cannot deliver your medication. Without written confirmation that your subscription has been terminated, recurring charges may continue to hit your bank account. This is a common trap for international customers, and it is the reason Tocancel emphasizes written proof of cancellation.

Your consumer rights in malaysia and why they matter

Malaysian law protects you as a consumer through the Consumer Protection Act 1999 (CPA 1999), which is enforced by the Ministry of Domestic Trade and Cost of Living (MDTCCL). This law gives you concrete rights when dealing with any supplier, including international telehealth services like Roman.

Under the CPA 1999, you have the right to cancel a distance contract (a contract entered online or by post) within 10 calendar days of receiving the goods or services, provided Roman has complied with all transparency requirements at the point of sale. This means Roman must have clearly disclosed the price, payment terms, cancellation policy, and how recurring billing works before you paid. If they did not, your cancellation rights may be stronger than the standard 10-day window.

In practice, this means if Roman did not clearly explain that you would be charged every month, or if the cancellation process was deliberately hidden, the CPA 1999 may allow you to cancel outside the 10-day window and request a refund. Your legal position is that you did not consent to terms you could not easily understand or find at the time of purchase.

Additionally, the CPA 1999 requires that any supplier handling your payment information act in good faith and provide clear, accessible cancellation instructions. If Roman makes it hard to cancel, charges you after cancellation, or ignores your cancellation request, you have grounds to escalate to the MDTCCL. Tocancel recommends keeping all email correspondence and screenshots as evidence of your attempts to cancel, because you may need them if you file a consumer complaint.

How to cancel Roman: your step-by-step guide

Cancelling Roman requires you to identify where you subscribed and then follow the correct cancellation path for that platform. The biggest mistake Malaysian customers make is trying to cancel on the website when they actually subscribed through the Apple App Store or Google Play Store, which keeps the subscription active and keeps charging them.

Step one: find your subscription and gather proof

Before you contact Roman, take these actions to protect yourself:

1. Search your email inbox for any confirmation from Roman, Ro, [email protected], or billing notifications. Take screenshots of the most recent invoice or order confirmation, which will show your billing date, amount, and subscription type.
2. Log into your Roman account on the website (if you have one) and navigate to your account settings or subscription page. Take a full screenshot showing your active plan, next billing date, and any order history.
3. Check your Apple App Store or Google Play Store account under "Subscriptions" or "Manage subscriptions." If Roman appears there, you subscribed through the app store, and you must cancel there, not on Roman's website.
4. Write down your order number, phone number, and the email address associated with your Roman account. You will need these when you contact support.

Step two: cancel based on where you subscribed

Your cancellation method depends entirely on which platform handled your subscription. Tocancel breaks this down by scenario:

If you subscribed on roman's website

Roman does not offer a self-service cancellation button on the website. You must contact customer support directly via email or live chat.

1. Visit the Roman help centre at care.getroman.com and click the live chat button. Live chat is available Monday to Friday, 8:30 AM to 4:30 PM Central Time (which is 9:00 PM to 4:30 AM Malaysia Time the next day). If you are in Malaysia, live chat will be difficult to reach during your daytime.
2. Alternatively, email [email protected] with the subject line "Cancellation Request" and include your order number, full name, email address, and the phone number associated with your account.
3. In your email, write clearly: "I request immediate cancellation of my subscription, effective today. Please confirm in writing that no further charges will be made to my card. My order number is [insert number]."
4. Wait for a response. Roman typically replies within 2 to 3 business days. If you do not hear back within 5 business days, follow up with another email or attempt live chat again.
5. When support confirms cancellation, ask them to provide a written confirmation email stating the cancellation date and that all recurring billing has stopped. Save this email.

If you subscribed through the apple app store

You must cancel through Apple, not Roman's website. Cancelling on the Roman website will not stop App Store billing.

1. On your iPhone or iPad, open the Settings app.
2. Tap your name at the top, then select "Subscriptions."
3. Find Roman (it may appear as "Ro" or "Roman") and tap it.
4. Tap "Cancel Subscription" and confirm the cancellation.
5. Apple will show you the cancellation date. Take a screenshot of this confirmation.

If you subscribed through google play store

You must cancel through Google Play, not Roman's website. Cancelling on the Roman website will not stop Google Play billing.

1. On your Android device, open Google Play Store.
2. Tap your profile icon in the top right corner.
3. Select "Payments and subscriptions," then "Subscriptions."
4. Find Roman (it may appear as "Ro" or "Roman") and tap it.
5. Tap "Cancel subscription" and confirm.
6. Google Play will show you the cancellation date. Take a screenshot of this confirmation.

Step three: confirm the cancellation and check your next billing date

After you cancel, do not assume it is done. Check your subscription status 24 hours later:

1. If you cancelled on the website, log back into your Roman account and verify that the subscription no longer shows as active.
2. If you cancelled on Apple App Store or Google Play, open the app and go to Account Settings. The subscription should no longer appear, or it should show "Cancelled" with an end date.
3. Check the original email address on your account for a cancellation confirmation from Roman, Apple, or Google. If you do not receive one within 48 hours, email [email protected] again and request written proof.
4. Mark your calendar with the cancellation date. Your card will not be charged after that date, but double-check your bank statement one week after the scheduled billing date to make sure no charge went through.

Refunds: what you can claim if Roman has already charged you

If Roman charged your card after you requested cancellation, or if you changed your mind within 10 days of your first order, you have a right to a refund under the Consumer Protection Act 1999. The strength of your claim depends on the timing and whether Roman had clear cancellation instructions.

To request a refund, send an email to [email protected] with the subject line "Refund Request" and include your order number, the date you were charged, the amount, and a clear explanation of why you believe you are entitled to a refund. Keep a copy of this email and any response for your records.

Roman typically processes refunds within 5 to 10 business days if they agree, and the money will return to the card or payment method you used. If Roman refuses your refund request and you believe it is unjust, you can escalate to the Ministry of Domestic Trade and Cost of Living, which has authority to investigate consumer complaints and order refunds on your behalf.

Pricing and what each Roman subscription tier actually costs

Roman's pricing is not always transparent on the website, so we have compiled the typical monthly costs you will encounter. These are approximate based on available data, and exact prices may vary depending on your location, treatment type, and any current promotions.

These are starting prices. Actual charges depend on the specific medication, dosage, and shipment frequency. Always check the breakdown at checkout before you confirm payment, because this is where Roman must legally disclose your recurring billing terms under the CPA 1999.

Common cancellation mistakes and how to avoid them

Cancellation frustration often comes from one or two avoidable missteps, and Tocancel has seen thousands of cases like yours. Here are the traps that catch most Malaysian users:

Mistake one: cancelling on the website when you subscribed through an app store

This is the single biggest error. Many users assume Roman's website handles all cancellations, but if you signed up through Apple or Google, their systems control your billing, not Roman's. Cancelling on the website does nothing, and your app store subscription keeps charging you every month. Always check your app store subscription list first before attempting any other cancellation method.

Mistake two: not taking screenshots of your billing information before you cancel

Once you cancel, you lose access to some account details. If Roman later claims they never received your cancellation or disputes a charge, you will have no proof. Screenshot your current plan, next billing date, order number, and any confirmation emails before you start the cancellation process. These images are your evidence if you need to escalate to the MDTCCL.

Mistake three: assuming the cancellation is done after you click "cancel"

On app stores, cancellation is usually instant, and you see a confirmation date. On Roman's website, cancellation requires manual processing by their support team, and delays happen. Do not assume silence means approval. Follow up within 5 days if you do not hear back, and do not trust that the cancellation is final until you see it confirmed in your account or in a confirmation email.

Mistake four: not checking your bank statement after cancellation

Even after Roman confirms cancellation, mistakes occur. Charges sometimes go through anyway due to system errors or miscommunication. Always monitor your bank account for the next two billing cycles after you cancel. If an unexpected charge appears, immediately contact your bank to dispute it and send a follow-up email to Roman with your cancellation proof.

What to do after you have cancelled Roman

Cancellation is a relief, but your responsibility does not end there. Many customers feel frustrated when unexpected charges appear weeks later, and a few proactive steps now will save you stress.

First, save all cancellation emails and confirmations in a dedicated folder on your computer or cloud storage. Label them clearly with the date and service name so you can find them quickly if you need to dispute a charge later.

Second, set a reminder on your calendar for two weeks after your cancellation date to check your bank statement. Confirm that no new charges from Roman or Ro have appeared. If a charge does show up, contact your bank immediately to dispute it as an unauthorized transaction, and send a copy of your cancellation confirmation to your bank.

Third, if Roman continues to charge you after cancellation, or if the company refuses to process your refund, Tocancel recommends escalating to the Ministry of Domestic Trade and Cost of Living (MDTCCL). You can file a consumer complaint online at mdtcc.gov.my or by visiting a local MDTCCL office. Provide all email correspondence, screenshots, and bank statements showing the disputed charges. The MDTCCL has authority to investigate and order Roman to refund you, and their intervention carries legal weight that often persuades companies to act quickly.

When should you consider cancelling Roman?

Not every customer should cancel. If Roman's service is meeting your needs and you are comfortable with the monthly cost, keeping your subscription may make sense. However, Tocancel recommends cancelling if any of these apply to you:

• You have completed your treatment plan and no longer need ongoing medication.
• The monthly cost is higher than you expected or can afford.
• Roman cannot deliver to your address in Malaysia, or delivery has been delayed repeatedly.
• You prefer a local Malaysian telehealth service with customer support in your time zone.
• You did not realize the subscription was recurring and want to cancel immediately.
• You are concerned about privacy, data security, or cross-border payment processing.
• You have found a cheaper alternative treatment or service.

If none of these apply and you are satisfied with Roman, you do not need to cancel. However, review your subscription quarterly to ensure the cost still fits your budget and the service still matches your health goals.

Cancellation contact information for Roman

Roman does not publish a dedicated Malaysian address or phone number. All cancellation requests must go through US-based support using these channels:

We recommend email as your primary method because it creates a paper trail. Write clearly, include your order number, and ask for a written confirmation of cancellation. Keep the email thread for your records and to support any future refund claim or complaint to the MDTCCL.

Final summary: you have the right to cancel and tocancel is here to help

Cancelling Roman is straightforward once you understand the correct process and where you actually subscribed. You have strong legal rights under Malaysia's Consumer Protection Act 1999, which means Roman cannot penalize you for cancelling, must process your cancellation promptly, and must refund you if they have not delivered the service you paid for.

The key to a smooth cancellation is acting quickly, taking screenshots to protect yourself, and following the correct path based on whether you subscribed on Roman's website or through an app store. If Roman ignores your cancellation request or continues charging you, escalate to the MDTCCL-they have the authority and willingness to force compliance.

Tocancel has helped thousands of consumers cancel subscriptions like Roman and recover unwanted charges. If you run into resistance from Roman's support team, hit a billing dispute, or need help writing a complaint to the MDTCCL, visit Tocancel.com for templates, escalation guides, and step-by-step support. Your health and your finances matter, and you deserve a cancellation process that respects both. Act now, stay documented, and do not let a distant company keep charging you for a service you no longer use.