Cancel Konsultamd: Step-by-Step Guide

How to cancel KonsultaMD without losing your medical records or facing surprise charges

Understanding KonsultaMD and why cancellation matters

KonsultaMD is a Philippine telehealth platform operated by HealthNow, Inc., connecting you with licensed healthcare professionals for phone and video consultations. The service bills in Philippine pesos and operates with Filipino customer support, making it accessible to residents across the country. Monthly plans start at PHP 69, while annual subscriptions reach PHP 999, depending on your chosen tier and features.

The core issue many users face is the auto-renewal clause built into every KonsultaMD subscription. Your account automatically charges on each renewal date unless you cancel before that date arrives. This means if you signed up for a one-time consultation and forgot about the service, you could face unexpected charges on your GCash account, credit card, or app store billing weeks later.

At Tocancel, we help Filipino consumers understand their subscription rights and take control of recurring charges. If you've decided KonsultaMD no longer fits your healthcare needs, or if you're paying for a service you no longer use, you have consumer protections on your side. This guide walks you through your legal rights, the cancellation process, and the steps to protect your medical data throughout the process.

Why users choose to cancel KonsultaMD

People cancel KonsultaMD for different reasons. You might have resolved your health concerns, found an alternative provider, or simply decided the subscription doesn't align with your current needs. Whatever your situation, cancelling before your next billing cycle prevents unwanted charges and stops the cycle of auto-renewal.

The auto-renewal trap catches most users off guard because they assume cancelling simply means stopping app usage. That's not accurate-your subscription continues charging regardless of whether you log in, so active cancellation is essential.

What you need to know before cancelling

Before you proceed, understand that KonsultaMD stores your consultation history, prescriptions, and medical records on their servers. The platform doesn't publish a specific timeline for data deletion after cancellation, so screenshot or download any records you may need for future reference. This protects you if you later require proof of medical history or need to reference past consultations.

Your cancellation is most effective when you act at least 3-5 days before your renewal date, giving the system time to process your request and prevent the next charge.

Your consumer rights under philippine law

Philippine consumer law provides you with specific protections when cancelling subscriptions and disputed charges.

The consumer act of the philippines protects your interests

The Consumer Act of the Philippines (Republic Act No. 7394) mandates that all subscription services must clearly disclose pricing, billing frequency, and cancellation procedures before charging you. The law also requires that companies provide cancellation through the same method you used to subscribe-if you subscribed online, you must be able to cancel online without additional hoops or phone calls.

Your legal position is straightforward: if KonsultaMD continues charging you after cancellation, or if the company charges you despite your cancellation request, the Consumer Act gives you grounds to demand a refund and escalate the matter to enforcement authorities.

The department of trade and industry enforces your rights

The Department of Trade and Industry (DTI) is the primary enforcement body for consumer complaints in the Philippines. If KonsultaMD refuses to process your cancellation, continues charging you after you've cancelled, or fails to provide a clear cancellation method, you can file a complaint with the DTI. The DTI has specific procedures for subscription service disputes and can compel the company to refund unauthorized charges.

Tocancel recommends documenting every interaction with KonsultaMD: take screenshots of your cancellation request, save any confirmation emails, and keep records of your billing history. These documents become critical if you need to escalate to the DTI or dispute charges with your payment provider.

Cancellation methods for KonsultaMD

KonsultaMD provides cancellation options through its app and web portal, though the exact steps vary slightly depending on your subscription type and payment method.

Cancellation through the KonsultaMD app

The most direct route to cancel is through your active KonsultaMD subscription in the app itself. This method processes immediately and gives you instant confirmation, reducing the risk of missed deadlines.

1. Open the KonsultaMD app and log into your account
   • Use the same email and password you registered with
   • Ensure you have stable internet connection before starting
2. Navigate to your account settings
   • Look for a menu icon (usually three horizontal lines) or your profile avatar
   • Select "Account" or "Settings" from the dropdown menu
3. Find the subscription or billing section
   • Scroll down to find "Subscriptions," "Billing," or "Manage Subscription"
   • This section displays your current plan and renewal date
4. Select your active KonsultaMD plan
   • The app shows your plan name, price, and next renewal date
   • Tap to expand the full subscription details
5. Choose the cancel or unsubscribe option
   • The button may say "Cancel Subscription," "Unsubscribe," or "End Membership"
   • Tap this button and confirm your choice when the app prompts you
6. Save your cancellation confirmation
   • Screenshot the confirmation message showing your cancellation date
   • Note the cancellation reference number if one appears

You should receive a confirmation email from KonsultaMD within 24 hours of cancelling through the app. Keep this email for your records.

Cancellation through the KonsultaMD web portal

If you prefer to cancel through a web browser instead of the app, the steps are similar and often provide a larger screen for easier navigation.

1. Visit the KonsultaMD website or your account portal
   • Log in with your registered email and password
   • Ensure the URL is the official KonsultaMD domain to avoid phishing risks
2. Access your account dashboard
   • Click your profile name or avatar in the top right corner
   • Select "My Account" or "Account Settings"
3. Locate the subscription management page
   • Look for "Subscriptions," "Billing," or "My Plans"
   • This page displays all active and past subscriptions
4. Identify your active KonsultaMD subscription
   • The subscription shows your plan type, monthly or annual renewal status, and next billing date
   • Click on the subscription to view full details
5. Click the cancel or unsubscribe button
   • The button location varies but is typically near the subscription details
   • Confirm the cancellation when prompted
6. Screenshot and save your confirmation
   • The system should display a message confirming your cancellation is complete
   • Save this screen and note the cancellation effective date

The web portal sometimes shows additional options, such as requesting a refund for the current billing cycle or pausing your subscription temporarily instead of cancelling.

Cancellation through payment app providers

If you subscribed through GCash, a credit card app, or another third-party payment platform, you can also cancel from the payment provider's side. This approach provides a backup if the KonsultaMD app or website method fails.

1. Open your payment app (GCash, credit card app, etc.)
   • Log in with your app credentials
   • Navigate to "Subscriptions," "Recurring Payments," or "Billing"
2. Find KonsultaMD in your active subscriptions list
   • The app displays a list of all recurring charges you've authorized
   • Tap on KonsultaMD to view subscription details
3. Select cancel or stop recurring payment
   • The button label varies by app; look for "Cancel," "Stop Payment," or "Unsubscribe"
   • Confirm the cancellation
4. Save proof of cancellation from the payment app
   • Screenshot the cancellation confirmation with date and time
   • This serves as backup documentation if the charge reappears

Cancelling through your payment app prevents future charges but doesn't stop KonsultaMD's access to your account immediately-cancel from both the app and payment provider for complete protection.

Your cancellation timeline and important dates

Timing is critical when cancelling any subscription, and KonsultaMD is no exception.

When to cancel before your renewal date

KonsultaMD charges on your renewal date unless you cancel before that specific date arrives. The company doesn't issue automatic grace periods, so missing the deadline by even one day results in a charge. Your renewal date appears in your subscription details-note this date and work backward at least 5 days to give yourself a safety margin.

If your renewal date is September 15, aim to cancel by September 10 to ensure processing time.

Processing time after cancellation

KonsultaMD typically processes cancellations within 24 hours. However, if you cancel close to your renewal date, the system may not process your request in time, and a final charge could appear. If this happens, you have grounds for a refund under the Consumer Act of the Philippines, and Tocancel can help you understand your next steps.

Refunds and the cancellation refund policy

Understanding when KonsultaMD issues refunds prevents confusion after cancellation.

What refunds you may qualify for

If you cancel before your renewal date, you typically receive access to your plan benefits until that renewal date. You don't receive a prorated refund for the unused portion of your current billing cycle-this is standard practice for subscription services in the Philippines.

However, if KonsultaMD charges you after your cancellation is confirmed, or if you cancel but the system processes a duplicate charge, you're entitled to a refund for the unauthorized transaction. This falls under consumer protection provisions in the Consumer Act.

How to request a refund if charges continue after cancellation

If a charge appears on your account after you've cancelled, follow these steps:

1. Contact KonsultaMD customer support immediately
   • Provide your cancellation confirmation number and the date you cancelled
   • Request a written explanation for the charge
   • Ask for a refund and a confirmation email of the request
2. If KonsultaMD doesn't respond within 7 days, escalate to your payment provider
   • File a dispute or chargeback through your GCash account, credit card issuer, or payment app
   • Provide the payment provider with screenshots of your cancellation confirmation
3. As a final step, file a complaint with the Department of Trade and Industry
   • Document all communication attempts with KonsultaMD
   • The DTI will investigate and compel the company to refund unauthorized charges

Tocancel advises keeping all documentation of refund requests, as this evidence strengthens your claim if you escalate to payment providers or consumer authorities.

What happens to your medical records after cancellation

Your medical data deserves careful attention before and after you cancel.

Downloading your consultation history

Before you cancel, retrieve any medical records you may need in the future. This includes consultation notes, prescriptions, lab requests, and medical certificates. KonsultaMD may not store these indefinitely after account cancellation.

1. Log into your KonsultaMD account
   • Access your account while your subscription is still active
2. Navigate to your consultation history or medical records
   • Look for "My Consultations," "Medical Records," or "History"
3. Download or screenshot each document
   • Save prescriptions, certificates, and consultation summaries to your device
   • Store these files in a secure folder for future reference
4. Request data via email if download isn't available
   • Email KonsultaMD support requesting all your medical records in a portable format
   • The company must comply with data privacy regulations and provide this information

You have the right to access and retain your medical records under the Data Privacy Act of the Philippines, so KonsultaMD cannot refuse to provide your information.

Data retention after account cancellation

KonsultaMD retains user data for periods required by law or for legitimate business purposes, but the platform doesn't publish a specific timeline for deletion. After cancellation, your account may remain inactive for months or years before data is purged. If you're concerned about privacy, request full data deletion through KonsultaMD's privacy settings or contact their support team directly.

Request written confirmation of data deletion from KonsultaMD, as this protects you if privacy concerns arise later.

Pricing summary and subscription plans

Understanding the cost of each plan helps you assess whether cancellation aligns with your budget.

If you're on an annual plan (Premium or Family), the financial impact of missed cancellation deadlines is larger-PHP 999 represents significant unexpected expense. This reinforces the importance of cancelling well before your renewal date.

Common cancellation mistakes to avoid

Cancellation seems straightforward, but small oversights can trap you in another billing cycle.

Mistake one: assuming app deletion cancels your subscription

Many users delete the KonsultaMD app thinking this stops the subscription. It doesn't. Deleting the app only removes the software from your device; your subscription remains active and continues to charge on your renewal date. You must actively cancel through the account settings or payment provider, not just uninstall the app.

Always cancel your subscription before deleting the app.

Mistake two: cancelling too close to your renewal date

Cancelling one or two days before your renewal date risks the system processing your cancellation after the charge has already gone through. Allow at least 5 days between your cancellation request and your renewal date to ensure processing time. If you're uncertain of your renewal date, log into your account and check the subscription details immediately.

Mark your renewal date on your calendar and cancel one week in advance to prevent accidental charges.

Mistake three: not saving your cancellation confirmation

If a dispute arises, your cancellation confirmation is the only proof that you took action. Screenshot the confirmation message, save any email confirmations, and note the cancellation effective date. Without this documentation, disputing an unauthorized charge becomes difficult, and KonsultaMD may claim they have no record of your cancellation request.

Screenshot your cancellation confirmation immediately after requesting it.

Mistake four: cancelling from only one platform

If you subscribed through the KonsultaMD app but rely on your GCash account for payment, you should cancel from both platforms. Cancelling through KonsultaMD alone may not prevent GCash from processing the recurring payment, while cancelling only through GCash may not update your KonsultaMD account status. Double cancellation ensures no gaps that lead to charges.

Cancel your subscription directly with KonsultaMD and through your payment provider to eliminate all routes for unauthorized charges.

Mistake five: ignoring the consumer act if charges continue

Some users face continued charges after cancellation but assume there's nothing they can do. This is incorrect. The Consumer Act of the Philippines explicitly protects you from unauthorized recurring charges, and the Department of Trade and Industry will investigate and compel refunds if KonsultaMD violates these protections. At Tocancel, we emphasize that you have legal leverage-don't hesitate to use it if the company fails to honor your cancellation.

If KonsultaMD charges you after cancellation, contact customer support first, then escalate to your payment provider and the DTI if needed.

Step-by-step cancellation checklist

Use this checklist to ensure you complete every cancellation step correctly.

Completing each step ensures you've cancelled completely and protected yourself from surprise charges.

When to keep your KonsultaMD subscription

Cancellation isn't right for everyone-consider these scenarios before deciding to unsubscribe.

Reasons to maintain your subscription

If you have ongoing health concerns requiring regular consultation, KonsultaMD remains cost-effective compared to in-person visits. Monthly plans at PHP 69 provide unlimited voice consultations, making them economical for chronic condition management. Family plans at PHP 999 annually distribute across multiple family members, lowering the per-person cost significantly. If you use consultations at least twice monthly, the subscription saves money versus pay-as-you-go pricing (PHP 250 per consultation).

Additionally, keeping an active subscription maintains your consultation history and medical records on the platform, providing continuity for healthcare professionals who review your case.

Reasons to cancel immediately

Cancel if you've resolved your health concerns, no longer need frequent consultations, or have switched to an alternative provider. If you can't afford the subscription, cancelling prevents financial strain from recurring charges. If you're dissatisfied with the service quality or responsiveness, cancelling is your most direct feedback to the company and preserves your funds for providers who meet your needs.

Your health priorities and budget should guide your cancellation decision-Tocancel supports you in making the choice that's right for your situation.

Contact information and registration address

If you need to escalate your cancellation dispute or contact KonsultaMD directly, use the company's registered office address.

KonsultaMD's registered address

HealthNow, Inc. (KonsultaMD's corporate entity) maintains its registered office in Mandaluyong City, Metro Manila, Philippines. This address appears on official KonsultaMD pages for contact, data privacy requests, and formal complaints. When filing a consumer complaint with the Department of Trade and Industry, reference this address to ensure your complaint reaches the correct entity.

For data privacy requests, general inquiries, or formal complaint letters, contact KonsultaMD through their official website or customer support channels. If the company fails to respond to your cancellation or refund request within 14 days, escalate to the DTI with copies of all your communication attempts.

Escalation to the department of trade and industry

If KonsultaMD refuses to cancel your subscription, continues charging after cancellation, or fails to issue a promised refund, file a complaint with the DTI. The Department of Trade and Industry processes consumer complaints, investigates company conduct, and has authority to compel refunds and penalize violations of the Consumer Act. Document all communication with KonsultaMD before filing-the DTI will request this evidence.

Tocancel has helped thousands of consumers navigate subscription cancellations and dispute resolution in the Philippines. If you face barriers to cancelling KonsultaMD or encounter unauthorized charges, visit Tocancel.com for additional resources, templates for formal complaints, and guidance on escalating to consumer authorities. Your right to cancel is clear under Philippine law, and Tocancel empowers you to exercise that right confidently.