Cancel Delighted: Step-by-Step Guide

How to cancel Delighted and avoid unexpected charges in malaysia

What is Delighted and why you may need to cancel

Delighted was a customer feedback and survey platform that allowed businesses to collect responses via email, web, SMS, and in-product surveys. The service was acquired by Qualtrics and subsequently shut down. If you signed up for Delighted before its sunset in mid-2026, you may still have billing questions or need to formally close your account.

How Delighted worked and what you were paying for

Delighted charged based on survey response volume. You selected a plan tied to how many customer responses you could collect each month, ranging from 100 to 10,000 responses. Monthly pricing started at $25 USD (approximately RM118) and went up to $249 USD (approximately RM1,175) depending on your response tier.

You were not paying for a simple form builder. You were paying for recurring monthly survey operations, customer satisfaction analytics, workflow automation, and reporting features. If you signed up without a clear plan to use the platform and then forgot to cancel, charges accumulated month after month. This is why cancellation timing and proof of submission matter so much.

Why Delighted users in malaysia face a unique situation

Delighted published no Malaysia-specific pricing in ringgit and offered no Malaysian phone support or local address for cancellation. Email support at [email protected] was the only published contact method. All terms and legal agreements were governed by United States law, not Malaysian consumer law, which creates a gap in protection if disputes arise.

The service ceased operations in 2026, meaning some users faced both account closure and data migration pressures at the same time. If you still have unresolved billing from Delighted, you have the right to dispute charges and demand clarity on why your account was billed after you requested cancellation. Tocancel recommends gathering evidence and escalating through Malaysia's consumer protection authorities if the company does not respond within 14 days.

Your consumer rights when cancelling Delighted

What malaysian consumer law says about cancellation

Malaysia's Consumer Protection Act 1999 gives you the right to cancel a contract within a reasonable period if the service terms are unclear or if the company fails to honour its cancellation promise. If Delighted continued billing you after you submitted a cancellation request, or if you cannot find clear cancellation instructions, you have grounds to dispute those charges.

Your legal position is straightforward: you have the right to stop paying for a service you do not use. If the company makes cancellation deliberately hard to find or does not respond to cancellation requests, that is a breach of fair trading practice. The Malaysian Ministry of Domestic Trade and Cost of Living (KPDN) and the Tribunal for Consumer Claims (TTPM) enforce these rights on your behalf.

What happens if the company ignores your cancellation request

If you submit a cancellation request by email or through the account interface and Delighted (or Qualtrics) continues to bill you, you have the right to dispute the charge with your bank or credit card issuer. Report the charge as unauthorised or fraudulent within 60 days of the transaction. Your bank will investigate and may reverse the charge while they confirm whether you authorised it.

If the company does not respond to your cancellation email within 14 days, or if charges continue after you cancel, escalate your complaint to KPDN or TTPM. Tocancel advises keeping all email correspondence and screenshots of your account page as proof of your cancellation attempt. This evidence shifts the burden to the company to prove they told you the charge would continue.

How to cancel Delighted step by step

What you must do before you press cancel

Do not cancel your account until you have secured all your data. Delighted's terms do not clearly state how long your survey responses and reports remain available after account closure, so assume they may be deleted immediately.

1. Log in to your Delighted account
2. Navigate to your dashboard and export all survey responses as CSV or PDF files
   • Save customer feedback responses
   • Save survey templates and analytics reports
   • Take screenshots of any custom workflows or integrations
3. Download all invoices from your billing page
   • Screenshot your subscription plan and renewal date
   • Save the email confirmation of any cancellation requests
4. Note the email address and payment method linked to your account
5. Check whether you subscribed on the web app, App Store, or Google Play

Once you have saved everything, you are ready to cancel. This backup step prevents the loss of business-critical data and gives you proof of what you owned if a billing dispute arises later.

Cancellation method 1: through the web account interface

This is the method Delighted published in its terms. It is the fastest and most documented route.

1. Go to app.delighted.com and log in with your email and password
2. Click Account in the top navigation menu
3. Select Plans and Billing
4. Look for a button or link that says Cancel my account or similar language
   • Some plans show Cancel subscription
   • Others show Downgrade or End service
5. Follow the prompts. You may be asked to confirm your reason or offered a discount to stay
   • You are not obliged to accept a discount
   • Ignore retention offers and confirm cancellation
6. Take a screenshot of the final confirmation page showing your cancellation was submitted
7. Save the confirmation email Delighted sends you

This method creates an immediate digital record that you initiated cancellation. Tocancel recommends this approach because it leaves a timestamp and confirmation link that proves when you acted.

Cancellation method 2: email request to support

If the web interface does not work or you cannot find the cancel button, email Delighted support directly. This method is slower but creates a written record of your request.

1. Compose an email to [email protected]
2. In the subject line, write: Cancellation Request for [Your Email Address]
3. In the body, include:
   • Your full name and account email
   • Your subscription plan name (e.g., Professional, Enterprise)
   • The date you started the subscription
   • Your customer or account number if you have it
   • A clear statement: I request that my account be cancelled immediately and that no further charges be applied
   • Request written confirmation of the cancellation date
4. Send the email from the same address registered to your Delighted account
5. Save a copy of the email you sent and note the date and time
6. Wait for a response. If you do not receive one within 14 days, send a follow-up email

Email creates an audit trail. Even if Delighted was acquired or shut down, Qualtrics (the parent company) has access to these records and must honour a cancellation request made in writing.

What happens after you cancel Delighted

The timeline you should expect

Cancellation does not always mean immediate payment stoppage. Most SaaS platforms in Malaysia honour cancellation requests within 5 to 10 business days, but some may continue billing through the end of the billing cycle in which you cancelled.

Check your cancellation confirmation email or account page for the exact effective date. If it says your account will close on 15 August 2025, you should not see a charge dated 1 September 2025. If you do, that charge is incorrect and you have the right to dispute it.

1. Your access to Delighted stops on the cancellation effective date
2. No further charges should appear on your credit card or bank statement after that date
3. If you still see a charge 14 days after the effective date, contact support again
4. If support does not refund or remove the charge within 7 days, dispute it with your bank

Refund eligibility and how to claim one

Whether you are entitled to a refund depends on when in your billing cycle you cancelled. Most SaaS providers do not offer refunds for partial months, but some do offer pro-rata credits if you cancel mid-cycle.

If you are entitled to a refund, request it in writing via email to [email protected]. State the date of your cancellation request, the date you were charged, and the amount. Ask for the refund to be processed within 7 days. If they do not comply, Tocancel advises filing a dispute with your bank or a formal complaint with TTPM.

Pricing and what you were actually charged

Delighted's pricing structure

Delighted charged monthly, not annually. Your monthly cost depended on the maximum number of survey responses you could collect per month.

Delighted did not display pricing directly in Malaysian ringgit on public pages. You likely saw USD prices and your bank converted them at their own exchange rate, which may have been different from the official rate. This is a common source of confusion and inflated charges. If you believe you were overcharged due to currency conversion, save your original invoice and compare it to your bank statement.

Common mistakes when cancelling Delighted

Traps to avoid so you do not keep paying by accident

It is frustrating when you try to cancel a service and end up still being billed months later. This happens more often than it should because cancellation pathways are buried or confirmation emails go to spam.

• Mistake 1: Assuming cancellation is instant. Most services charge through the end of the current billing period. If you cancel on 15 August and your billing cycle ends 31 August, you will see one final charge on 1 September. This is normal, but only if it is the last charge. If you see a charge after 1 October, follow up immediately.
• Mistake 2: Not saving the confirmation page. If Delighted's website goes down or your account is archived, you lose proof that you cancelled. Screenshot or save the confirmation email before closing your browser.
• Mistake 3: Cancelling through an old email or secondary account. If you signed up with a corporate email and now use a personal email, your cancellation request may not match the account on file. Always cancel from the email address linked to your subscription.
• Mistake 4: Forgetting to check for recurring charges if you used Apple App Store or Google Play. If you subscribed through an app, you must cancel through the same app store, not through the Delighted website. Log into your App Store or Google Play account and revoke the subscription there.
• Mistake 5: Ignoring a discount offer as a reason not to cancel. Delighted may have offered you a 50% discount to stay. You are not obliged to accept. Confirm your cancellation in writing to override any retention messages.

Comparison: keep or cancel Delighted

Deciding whether cancellation is right for you

Before you cancel, consider whether Delighted still serves a business need. If you are unsure, review the questions below.

Given that Delighted shut down in mid-2026, most users should have already cancelled. If you still see charges from Delighted on your statement, you are almost certainly entitled to dispute them, as the service no longer exists. Tocancel recommends cancelling immediately if you are still being billed.

How to escalate if Delighted does not respond

When and how to involve malaysia's consumer protection authorities

If you have submitted a cancellation request and Delighted or Qualtrics does not respond within 14 days, or if charges continue after you cancelled, you have the right to file a formal complaint with Malaysia's consumer protection system.

Contact the Ministry of Domestic Trade and Cost of Living (KPDN) via their online portal or call 1800-886-800. Describe your cancellation request, when you submitted it, how you submitted it, and what charges appeared after cancellation. Include screenshots of your account, cancellation email, and bank statements showing the disputed charges.

You can also file a claim with the Tribunal for Consumer Claims (TTPM) for amounts up to RM25,000. TTPM has authority over online transactions and can compel refunds or service credits. The process is faster than civil court and does not require a lawyer. Visit the TTPM website or visit a district office near you.

In parallel, contact your bank or credit card issuer and dispute the charge as unauthorised. Provide your bank with the same evidence you sent to KPDN: cancellation request emails, account screenshots, and billing records. Your bank must investigate within 30 days.

Getting help cancelling Delighted

Support contacts and alternative options

Delighted's primary support address is [email protected]. Since the service shut down in 2026, responses may be slow or handled by Qualtrics customer support. Qualtrics acquired Delighted, so any account issues are now managed under Qualtrics' systems.

If you need immediate help, contact Qualtrics support through their main website. Provide your old Delighted account email and explain that you need to cancel a migrated account. Request written confirmation of your cancellation within 5 business days.

Tocancel has helped thousands of consumers cancel unwanted subscriptions by breaking down the process into clear, actionable steps. If you are unsure whether your cancellation went through, Tocancel (tocancel.com) provides templates for cancellation emails, escalation letters to regulators, and checklists to track your request. Visit Tocancel today to access free guides for cancelling dozens of online services and to learn about your rights under Malaysian consumer law.

Summary checklist: cancelling Delighted

• Export all survey data, responses, and reports before cancellation
• Screenshot your account page showing the subscription plan and renewal date
• Use the web interface (Account > Plans and Billing > Cancel my account) or email [email protected]
• Save the cancellation confirmation and note the effective date
• Monitor your bank statement for 14 days after the effective date
• If you see a charge after the cancellation date, dispute it with your bank immediately
• If support does not respond within 14 days, file a complaint with KPDN or TTPM
• Keep all email correspondence and screenshots for your records

Contact information for further escalation

Delighted support: [email protected]

Qualtrics (parent company): Support via qualtrics.com main website contact form

Malaysia's Ministry of Domestic Trade and Cost of Living (KPDN): 1800-886-800 or online portal at kpdn.gov.my

Tribunal for Consumer Claims (TTPM): Visit ttpm.org.my or contact your nearest district office

Your bank or credit card issuer: Call the customer service number on the back of your card to dispute unauthorised charges

Tocancel (tocancel.com) is your ally in taking back control of your subscriptions. Whether you need step-by-step guidance on how to cancel Delighted, templates for escalation emails, or confirmation that you are within your rights to demand a refund, Tocancel is here to empower you with clear, actionable advice rooted in Malaysian consumer law.