Cancel Prose: The Right Way to Manage Your Subscription

How to cancel Prose and take back control of your hair care budget

What Prose is and why filipinos cancel

Prose is a personalised hair care subscription service that delivers custom shampoo, conditioner, and treatment products based on your answers to an online questionnaire. The company operates on an auto-renewal model, which means your account charges and ships on a schedule you set unless you cancel before your next billing date arrives.

Many Filipino subscribers sign up for Prose expecting flexibility and responsive customer support. What you often experience instead is strict cancellation timing, continued shipments that arrive weeks after you request to cancel, and customer service responses delayed by time zone differences between Manila and Brooklyn. You have the right to cancel without penalty, and Tocancel is here to walk you through the exact steps to reclaim control of your money.

The Prose subscription model explained

When you join Prose, you complete a detailed hair profile quiz covering texture, scalp condition, concerns, and styling preferences. Prose then formulates a custom product set tailored to your hair and enrolls you in automatic monthly or quarterly renewals. You pay for the science of personalisation, the convenience of delivery, and products made specifically for your hair type.

The service includes a 30-day money-back guarantee on your first order only. This means you can request a refund or formula adjustment within 30 days of your initial delivery. Crucially, this guarantee does not apply to subsequent subscription cycles, so read the terms carefully before your second renewal.

Why filipinos cancel Prose subscriptions

Filipino customers cite several reasons for cancelling. Budget constraints once the initial novelty fades. Shipment delays from the United States crossing Philippine customs, which can add weeks to delivery times. Unexpected charges appearing in their bank accounts because they missed the renewal window. Difficulty reaching customer support during Philippine business hours when issues arise. And sometimes, the simple discovery that affordable drugstore alternatives work just as well for a fraction of the price.

Understanding why you want to cancel is the first step to taking action. Tocancel helps thousands of consumers in the Philippines navigate subscription cancellations with confidence and clarity.

Your cancellation rights under philippine consumer law

The Consumer Act of the Philippines (Republic Act No. 7394) protects you when dealing with international subscriptions like Prose, even though the company operates from the United States.

What the consumer act of the philippines protects

Your legal position is strong. Under Republic Act No. 7394, you have the right to full disclosure of all subscription terms before you pay, the right to cancel without hidden charges or penalties, and the right to a refund if the company charges you without clear consent or fails to deliver what was promised.

If Prose continues to charge your account after you cancel, you can file a complaint with the Department of Trade and Industry (DTI). The DTI's Consumer Protection Group investigates subscription disputes and has the authority to compel companies to issue refunds. Save all email confirmations, payment receipts, screenshots of your cancellation request, and your account statements as evidence. This documentation is your leverage if you need to escalate your case.

Your refund rights if Prose charges you after cancellation

Prose's terms state that subscriptions auto-renew unless you cancel in advance of your renewal date. This means cancellation typically takes effect at the end of your current billing cycle, not immediately. However, if a charge appears on your account after you submit a documented cancellation request, you have grounds for a refund claim.

Document everything with timestamps. Save screenshots of your cancellation request, confirmation messages from Prose, and your bank statements showing unwanted charges. This evidence protects you if you need to contact your credit card issuer or file a formal complaint with the DTI. Your right to a refund is enforceable under Philippine law.

How to cancel Prose step by step

Cancelling Prose requires you to act before your next renewal date; therefore, timing matters.

Steps to cancel your Prose account

1. Log in to your Prose account at prose.com using your email address and password.
   • If you have forgotten your password, click "Forgot password" and reset it using the link sent to your email.
2. Navigate to your account settings or subscription dashboard.
   • Look for a "Subscription", "Billing", or "My orders" section.
   • Prose may label this as "Manage subscription" or "Account settings" depending on when your account was created.
3. Find your active subscription and click "Cancel subscription" or "Pause subscription".
   • Prose offers a pause option (typically 1 to 3 months) if you want to delay cancellation rather than cancel outright.
   • If you want to cancel permanently, select "Cancel subscription", not pause.
4. Prose may ask you why you are cancelling.
   • Provide honest feedback, but do not feel obligated to persuade them to keep you as a customer.
   • This step does not affect your cancellation; it is optional feedback only.
5. Confirm your cancellation by clicking "Yes, cancel" or the final confirmation button.
   • You should receive an immediate on-screen confirmation and a confirmation email to [email protected] (or the email linked to your account).
   • Screenshot this confirmation screen before leaving the page.
6. Send a follow-up email to [email protected] to confirm cancellation in writing.
   • Write: "I have cancelled my Prose subscription online as of [today's date]. Please confirm that no further charges will be applied to my account after [your current renewal date]. Thank you."
   • Keep a copy of this email and Prose's reply for your records.

If you cannot access your Prose account online

If you have lost access to your account, you can cancel by email. Write to [email protected] with the subject line "Subscription cancellation request" and include your full name, email address, and account phone number. Ask Prose to confirm your cancellation in writing and specify the date your cancellation takes effect. Tocancel recommends sending this email at least 7 days before your next renewal date to allow time for processing.

When your Prose cancellation takes effect

Prose cancellations typically take effect at the end of your current billing cycle, not immediately after you submit your request.

Understanding your final billing cycle

If your renewal date is 15 March and you cancel on 10 March, you will be charged on 15 March for your final shipment. That shipment will arrive 5 to 10 business days later. Your cancellation is final after 15 March; no further charges will occur. However, if you cancel on 20 March (after your renewal date has passed), your account is already renewed and you will receive one more shipment before cancellation takes effect on your next renewal date.

This means timing is critical. Check your next renewal date in your account settings and cancel at least 3 to 5 days before that date to avoid an unwanted charge. Tocancel advises setting a phone reminder the week before your renewal date so you do not miss the cancellation window.

What happens to your custom formula after cancellation

Once you cancel, Prose no longer stores your custom hair profile unless you explicitly ask them to save it. If you decide to resubscribe later, you will need to complete the hair questionnaire again. Your personal data is retained according to Prose's privacy policy, but your active subscription and formula access end on your cancellation date.

Pricing and subscription costs

Understanding what you are paying helps you decide whether cancellation is the right choice.

Prices shown are estimates based on Philippine market rates and may vary depending on your custom formula complexity and current promotions. Always check your Prose invoice for the exact amount charged to your account.

Common mistakes to avoid when cancelling Prose

Cancelling a subscription feels straightforward until something goes wrong. Here are the pitfalls that catch Filipino subscribers off guard.

Mistake 1: assuming cancellation is immediate

You cancel on 10 March expecting no more charges, then a charge appears on 15 March. This is not a mistake by Prose; it is how auto-renewal subscriptions work in most countries. Your cancellation takes effect at the end of your current billing cycle, not on the day you request it. Plan your cancellation accordingly and cancel at least 5 days before your renewal date.

Mistake 2: cancelling without written confirmation

You cancel online and assume you are done. Weeks later, another charge appears. Without a record of your cancellation request, you have no proof to dispute it. Always screenshot your online cancellation confirmation and send a follow-up email to [email protected] requesting written confirmation. Tocancel emphasises that written proof protects you in disputes with your bank or the DTI.

Mistake 3: not checking your spam folder for confirmation emails

Prose's confirmation emails sometimes land in your spam or promotions folder, especially on Gmail accounts in the Philippines. After you cancel, check your spam folder for a confirmation email from Prose. If you do not receive one within 24 hours, send [email protected] another email asking for confirmation.

Mistake 4: confusing pause with cancellation

Prose offers a pause option that suspends your subscription for 1 to 3 months without cancelling it. If you select pause instead of cancel, your subscription will automatically resume after the pause period ends and you will be charged again. If you want to leave permanently, select "Cancel subscription", not "Pause subscription".

Mistake 5: ignoring a charge after cancellation

You cancelled, a charge still appears, and you assume it is too late to do anything about it. This is incorrect. You have 60 days from the charge date to file a dispute with your bank (chargeback) and 30 days to file a complaint with the DTI. Act immediately if an unwanted charge appears after your cancellation date.

What to do after your Prose cancellation is confirmed

Cancellation does not end at the confirmation screen; what you do afterward protects your money and your rights.

Immediate actions after cancellation

First, create a file or folder (digital or physical) containing all cancellation evidence. Include your cancellation confirmation email, screenshots of your online cancellation, your follow-up email to [email protected], and Prose's written reply confirming cancellation. Second, check your account settings one week before your renewal date to verify that "Cancelled" or "Inactive" appears next to your subscription status. Third, monitor your bank or credit card statement for the final charge. If a charge appears on or after your renewal date, it is your final shipment. If a charge appears after your cancellation date has passed, contact your bank immediately.

If Prose charges you after cancellation

Act within 60 days of the unwanted charge. First, contact your bank or credit card provider and request a chargeback. Provide your cancellation confirmation email and explain that you cancelled before the charge date. Your bank will investigate and, in most cases, reverse the charge within 10 to 21 business days. Second, file a formal complaint with the Department of Trade and Industry (DTI) if the charge is not reversed. Visit the DTI website (dti.gov.ph) or your nearest DTI office and file a consumer complaint. Include all your evidence: cancellation emails, screenshots, and bank statements. The DTI has authority over subscription disputes and can compel Prose to refund you.

Protecting yourself from future unwanted charges

Consider monitoring your bank statements using your bank's mobile app alerts. Many Philippine banks allow you to set up notifications for charges above a certain amount. This alerts you immediately if Prose charges you again after cancellation. Additionally, keep Prose's customer service email ([email protected]) saved in your contacts so you can reach them quickly if questions arise. Tocancel recommends reviewing your email for Prose newsletters or promotional messages monthly; if you continue to receive them after cancellation, reply asking to be removed from their mailing list.

How to dispute a charge or request a refund

If you were charged after cancellation or want a refund for a faulty product, you have legal remedies available.

Refund eligibility under prose's guarantee

Prose's 30-day money-back guarantee applies only to your first order. If you received your first shipment and the products did not work for your hair or the formula was incorrect, you can request a refund or formula adjustment within 30 days of delivery. Email [email protected] with your order number, photos of the products (if possible), and an explanation of why the formula did not work for you. Prose typically responds within 5 to 10 business days.

Refunds for charges after cancellation

If Prose charged your account after you submitted a cancellation request, you are entitled to a refund. First, gather all your evidence: the date you cancelled, your cancellation confirmation email, and your bank statement showing the unwanted charge. Second, email [email protected] with the subject "Refund request: Charge after cancellation" and include all your evidence. Request a refund within 14 days. If Prose does not respond or denies your refund, escalate to your bank by filing a chargeback claim. Your bank will contact Prose on your behalf and request the refund. As a last resort, file a complaint with the Department of Trade and Industry (DTI) Consumer Protection Group. The DTI can compel Prose to refund you plus interest if the company failed to honour your cancellation.

Steps to file a DTI complaint

1. Visit the Department of Trade and Industry website (dti.gov.ph) or your nearest DTI office.
   • If you are in Metro Manila, the main DTI office is in Manila. Regional DTI offices operate in every province.
2. Request a consumer complaint form (also called a "case)" form).
   • You can file online or in person; online filing is faster and available 24 hours a day.
3. Complete the form with your details, the disputed amount, and all evidence (emails, screenshots, bank statements).
   • Be clear and concise; explain exactly what Prose did and why you believe you are entitled to a refund.
4. Submit the form and all attachments to the DTI.
   • You will receive a case number and a timeline for resolution, typically 30 to 60 days.
5. The DTI will contact Prose and request a response.
   • Prose is required by law to respond to DTI complaints. If they do not, the DTI will rule in your favour.
6. Once resolved, the DTI will inform you of the outcome and ensure Prose issues your refund if your complaint is upheld.
   • Keep your DTI case number for your records.

Cancellation checklist for Prose

Use this checklist to ensure you cancel correctly and protect yourself from unwanted charges.

Prose customer reviews and common feedback

What do Filipino subscribers say about Prose, and why do they cancel?

Positive feedback from Prose customers includes praise for customised formulas, high-quality ingredients, and noticeable results for specific hair concerns. Customers with curly, colour-treated, or sensitive scalps often report satisfaction because Prose tailors each product to their unique needs. Shipping to the Philippines has improved in recent years; many customers now receive orders within 2 to 3 weeks.

Negative feedback centres on cost, with many subscribers noting that ₱2,500 to ₱3,500 per month is expensive compared to local brands. Cancellation issues are cited frequently: customers report difficulty cancelling, unexpected charges after requesting cancellation, and slow customer service responses. Some customers feel that the difference between Prose results and affordable alternatives is not worth the price premium. Others cancel because they discover drugstore shampoos work equally well once they know their hair type.

The most consistent complaint is about the auto-renewal model itself. Customers forget their renewal dates, get charged unexpectedly, and then struggle to cancel. This is why Tocancel emphasises the importance of setting calendar reminders and cancelling well before your renewal date. Your experience with Prose depends on whether the customisation is worth the cost to you personally.

Should you cancel Prose or pause instead?

Cancellation is permanent, but Prose offers an alternative: pausing your subscription for 1 to 3 months.

If you choose to pause, you will not be charged during the pause period and your custom formula remains active. Your subscription resumes automatically after the pause ends unless you cancel it. If you think you might resubscribe to Prose in the future, pausing preserves your formula. If you are confident you will not return, cancelling is cleaner and faster.

What happens to your data after cancellation?

Prose retains your personal data (name, email, address, phone) according to its privacy policy, even after cancellation, for legal and business purposes. Your custom hair formula is deleted unless you explicitly request that Prose save it. If you resubscribe later, you will complete the hair questionnaire again. Your payment information is stored securely and deleted after a set period. You can request full data deletion by emailing [email protected] and referencing the Data Privacy Act of the Philippines (Republic Act No. 10173), which gives you the right to have your data erased. Prose typically complies with data deletion requests within 30 days.

Key takeaways and next steps

Cancelling Prose is straightforward when you know your rights and follow the steps in the correct order. Your legal position under the Consumer Act of the Philippines (Republic Act No. 7394) is strong: you have the right to cancel without penalty, the right to a refund if charged after cancellation, and the right to file a complaint with the Department of Trade and Industry if Prose refuses to honour your cancellation. Tocancel has guided thousands of Filipino subscribers through Prose cancellations successfully, and you can too. Act now by logging into your Prose account, noting your renewal date, and cancelling at least 5 days before that date. Send a follow-up email to [email protected] confirming your cancellation in writing. Save all evidence. Monitor your bank account for the final charge. And if anything goes wrong, you know exactly how to file a chargeback or DTI complaint to reclaim your money. Tocancel is committed to empowering consumers like you to take control of your subscriptions and your budget.

Prose customer service contact information

Email: [email protected]

Website: prose.com

For cancellation requests, always email [email protected] with the subject "Subscription cancellation request" and include your full name, email address, and account phone number. Request written confirmation within 24 hours.

How tocancel can help

Tocancel specialises in helping Filipino consumers understand their cancellation rights and take confident action. Whether you are cancelling Prose, another subscription service, or fighting an unwanted charge, Tocancel provides clear, step-by-step guidance grounded in Philippine consumer law. Visit Tocancel today to explore guides for hundreds of services and learn how to protect your money.