Cancel Roman: Step-by-Step Guide

How to cancel Roman in singapore and protect your subscription rights

Why you might want to cancel Roman and what you need to know first

Roman is a telehealth platform that connects you with certified medical professionals in Singapore for online consultations on men's health conditions, including erectile dysfunction, hair loss, and other concerns. Once you consult with a healthcare provider, Roman arranges prescription fulfillment through a pharmacy partner and delivers treatment to your door.

The service operates entirely online through the Roman website and mobile app, making it accessible from home. However, if your health needs have changed, you've found an alternative provider, or the subscription no longer fits your budget, you have clear rights to cancel under Singapore's Consumer Protection (Fair Trading) Act.

This guide from Tocancel walks you through every cancellation method, your refund entitlements, and the legal protections that give you confidence when you exit this subscription. Understanding these rights before you act means you can cancel smoothly and avoid unexpected charges.

What Roman charges you and how billing works

Roman operates on two billing models: either a per-consultation fee or a recurring subscription plan charged monthly or annually. Your payment covers access to the platform, healthcare professional consultations, and prescription fulfillment services.

Before you cancel, confirm which billing model applies to your account. Check your most recent invoice to see whether you're paying per consultation or under a subscription arrangement, because cancellation terms and refund eligibility differ between these structures.

Service availability and scope in singapore

Roman maintains a local presence in Singapore with dedicated customer support and a dedicated shop page. However, prescription availability, app features, and specific service offerings can vary depending on how you registered or which platform you use.

Always review your specific subscription terms before cancelling, because different products may have different cancellation notice periods or refund windows. This detail prevents surprises and ensures you meet any conditions needed for a full refund.

Your consumer rights under singapore law when cancelling Roman

Singapore's Consumer Protection (Fair Trading) Act is your legal foundation when you want to cancel Roman, and understanding these protections strengthens your position if the company resists your request.

Your right to clear cancellation terms before you buy

Roman is legally required to disclose how you cancel, what notice period applies, and what refunds you're entitled to, before you make any payment. This information must be clear and easy to find in the terms of service or on the website.

If Roman hides, buries, or omits cancellation details, you have legal grounds to dispute charges or file a complaint with the Consumers Association of Singapore (CASE). Your legal position is strong here: the law assumes the company acted unfairly if it didn't give you upfront transparency about exit terms.

Your right to a cooling-off period on distance contracts

Because you subscribe to Roman online or through an app (what the law calls a "distance contract"), you have the right to cancel within 7 calendar days of purchase, provided the service has not yet been performed. This cooling-off period applies before your first consultation takes place or before any prescription is dispensed.

Once a healthcare professional has provided a consultation or a medication has been issued, this 7-day right may no longer apply for health and safety reasons. However, if you cancel within the window and the service hasn't started, you must receive a full refund.

Your right to stop billing after cancellation

Roman cannot charge you after you cancel, and if it does, you have the right to dispute those charges immediately. Document every cancellation confirmation, email, and date of cancellation, because you may need this evidence to challenge an unauthorised debit or file a complaint with your bank.

The Consumers Association of Singapore (CASE) enforces these rights. If Roman refuses to refund you or continues billing after cancellation, escalating to CASE gives you access to mediation and, if necessary, formal dispute resolution.

How to cancel Roman step by step

Follow these sequential steps to cancel Roman safely and ensure your cancellation is recorded.

Method 1: cancel through your Roman account online

1. Log in to your Roman account at nwroman.com.sg using your email and password.
   • If you've forgotten your password, use the "Forgot Password" link on the login screen and reset it via the email sent to your registered address.
2. Navigate to "Account Settings" or "Subscription Settings" in the menu (usually found in the top right corner or in your profile dropdown).
   • Look for a section labeled "Billing," "Subscription," or "Manage Subscription."
3. Find the "Cancel Subscription" or "End Membership" option and click it.
   • Roman may ask you why you're cancelling; you can skip this or provide feedback if you choose.
4. Confirm your cancellation by clicking the final "Cancel" or "Confirm Cancellation" button.
   • You should see a confirmation message on screen immediately.
5. Take a screenshot of the confirmation page and note the date and time.
   • You will also receive a confirmation email to your registered address within 24 hours.

Method 2: contact Roman customer support directly

1. Visit the Roman website and locate the "Contact Us" page (usually at the bottom of the homepage).
   • Look for their support email address or the contact form.
2. Send a cancellation request email with your account details.
   • Include your full name, registered email address, phone number, and the words "I wish to cancel my Roman subscription effective immediately."
3. In your email, ask Roman to confirm your cancellation in writing and provide a cancellation date.
   • Request confirmation that no further charges will be made to your payment method.
4. Keep a copy of your sent email and note the date you sent it.
   • Save any reply from Roman's support team, including the cancellation confirmation number if provided.
5. If you don't receive a reply within 5 business days, escalate through Tocancel's resources or file a complaint with CASE.
   • Having your email proof demonstrates Roman received your cancellation request.

Method 3: cancel via mobile app (if available)

1. Open the Roman app on your smartphone and log in with your credentials.
   • Ensure you're on the latest version of the app for access to all features.
2. Tap "Profile" or "Account" (usually at the bottom right of the screen).
   • Then select "Settings" or "Account Settings."
3. Look for "Subscription" or "Billing" and tap "Cancel Subscription."
   • Follow any on-screen prompts to confirm your cancellation.
4. Take a screenshot of the final confirmation screen, including the date and time shown.
   • You should receive a confirmation email within 24 hours.

Understanding refunds and what to expect after cancellation

After you cancel Roman, you may be entitled to a refund depending on when you cancel and whether you've used the service.

When you're entitled to a refund

If you cancel within the 7-day cooling-off period and no consultation has taken place or prescription issued, Roman must refund your full subscription fee. This is a statutory right under the Consumer Protection (Fair Trading) Act and does not depend on Roman's refund policy.

If you cancel after the 7-day window but before your next billing date, you may be entitled to a pro-rata refund (a partial refund for the unused portion of your subscription). Check Roman's terms of service to confirm the exact refund formula for mid-cycle cancellations.

How long refunds take and how to follow up

Roman should process refunds within 14 days of receiving your cancellation request. The funds will return to your original payment method (credit card, debit card, or digital wallet).

If you don't see the refund within 14 days, contact Roman's support team immediately with your cancellation confirmation number. If Roman fails to refund you or claims you're not entitled to one, document this refusal and escalate to Tocancel's guide resources or file a complaint with CASE, which can force the company to refund you.

Preventing unwanted charges after cancellation

Once you cancel, monitor your bank or credit card statements for the next two billing cycles to ensure Roman stops charging you. Recurring subscriptions sometimes fail to stop on the first attempt due to system delays.

If you see a charge after your cancellation date, immediately dispute it with your bank as an unauthorised transaction. Your bank's chargeback team can reverse the charge and file a claim against Roman on your behalf, strengthening your position if you need to escalate the dispute further.

Common mistakes to avoid when cancelling Roman

Cancellation can feel stressful, but most problems stem from small missteps that Tocancel has seen countless times before. Avoiding these pitfalls ensures your cancellation goes smoothly.

Mistake 1: cancelling through the wrong channel

Some users delete the app or unsubscribe from marketing emails, believing this cancels their subscription. It doesn't. Deleting the app or opting out of promotional emails does not stop your recurring charges.

Always cancel directly through your account settings, the app's subscription menu, or by contacting Roman's support team in writing. Only these official methods register your cancellation in Roman's billing system.

Mistake 2: not documenting your cancellation

If you cancel online and don't save the confirmation page, or send an email cancellation request and don't keep a copy, you have no proof if Roman claims you never cancelled.

Take screenshots of every confirmation screen and save every email exchange. If Roman later charges you or disputes your cancellation, these records are your evidence for CASE or your bank's dispute team.

Mistake 3: assuming silence means cancellation

Sending an email cancellation request but not receiving a response doesn't mean Roman processed it. Follow up after 5 business days if you haven't received written confirmation.

Tocancel recommends sending your cancellation request as a formal email to support, with "Request for Cancellation" in the subject line, so it's treated as a formal instruction rather than a casual query.

Mistake 4: cancelling without checking your refund window

If you cancel after the 7-day cooling-off period, you may lose the right to a full refund depending on Roman's terms and the Consumer Protection Act's exceptions for services already provided.

Before you cancel, log into your account and check the exact date you subscribed. If you're within 7 days and haven't used the service, you're entitled to a full refund. If you're outside that window, request clarification on any pro-rata refund you might receive.

Pricing and subscription plans at Roman

Understanding what you're paying for helps you make an informed decision about whether cancellation is right for you.

Costs and inclusions may vary based on your subscription date and any promotions Roman is running. Log into your account to see your exact plan and next billing date.

What to do after you cancel Roman

Cancelling is just the beginning. These next steps protect you from unwanted charges and ensure a clean break from the service.

Monitor your bank statements

Check your credit card or bank statement for the next 60 days after cancellation. Look for any charges labelled "Roman," "NWROMAN," or similar. If you spot a charge after your cancellation date, contact your bank immediately to dispute it.

Keep your cancellation proof safe

Store your cancellation confirmation email, screenshot, and any reference numbers in a folder or cloud storage. If a dispute arises months later, you'll need this proof to show CASE or your bank that you cancelled when you claim.

Request a final statement (optional)

If you want absolute clarity, email Roman one week after cancellation and request a final billing statement showing your account as "cancelled" or "inactive." This leaves no room for doubt and is useful if Roman later tries to claim your subscription was still active.

Explore alternative providers if needed

If you cancelled Roman because you need different men's health services or prefer another telehealth provider, research alternatives carefully before signing up. Read their cancellation policies upfront using Tocancel's cancellation guides to avoid repeating any issues you had with Roman.

If Roman refuses to cancel or keeps billing you

Most cancellations process smoothly, but if Roman ignores your request or continues charging you after cancellation, you have legal remedies.

Step 1: send a formal written demand

Email Roman's support address with a formal cancellation demand. Include your account details, the date you first requested cancellation, and the statement: "I formally request immediate cancellation of my Roman subscription. Please confirm cancellation in writing within 5 business days and cease all charges."

Send this email as a formal letter (not a casual message) so it creates a paper trail if you need to escalate.

Step 2: dispute the charges with your bank

If Roman continues to charge you after cancellation, contact your bank or credit card company and dispute the unauthorised charges. Provide your cancellation confirmation as evidence. Your bank will investigate and can reverse charges within 30-60 days if it agrees you cancelled.

Step 3: complain to CASE (Consumers association of singapore)

If Roman still refuses to refund you or stop charging you, file a complaint with the Consumers Association of Singapore (CASE). CASE is Singapore's official consumer advocacy body and can mediate disputes or force Roman to comply with consumer protection laws.

Visit the CASE website or call them to file a complaint. Tocancel strongly recommends this step if Roman violates your rights, because it applies legal pressure at no cost to you.

Step 4: consider a chargeback if payment was by card

If your bank's initial dispute resolution doesn't resolve the issue, you can request a full chargeback. Your bank will reverse all charges made after your cancellation date and investigate Roman's conduct. A series of chargebacks on Roman's account can prompt the company to stop the unauthorised billing practice.

Checklist: cancelling Roman safely

Use this checklist to ensure you've covered every step and protected yourself.

Where to find roman's customer support and contact details

If you need to contact Roman directly, use the following details. Note that Roman does not list a separate cancellation address, so use the main office contact details below.

Roman contact information

Website: nwroman.com.sg

Support channels: Use the "Contact Us" form on the Roman website or send an email to their support address (check the website's contact page for the current support email).

Main office location: Roman's address is listed on the Contact Us page of their website. For direct inquiries, visit nwroman.com.sg and navigate to the contact section for the current mailing address and phone number.

Tocancel recommends always using written channels (email) for cancellation requests, because they create a record that protects you if a dispute arises later.

Summary: you have the power to cancel Roman

Cancelling Roman is straightforward when you follow the right steps. Your rights under Singapore's Consumer Protection (Fair Trading) Act are clear: Roman must tell you upfront how to cancel, give you a 7-day cooling-off period for distance contracts, and refund you if you cancel before the service is delivered.

Document every step, use official cancellation channels, and monitor your bank statements after cancellation. If Roman refuses to honour your cancellation or continues billing you, escalate to CASE or your bank's chargeback team without hesitation.

Tocancel has helped thousands of consumers cancel subscriptions and recover unfair charges by taking these exact steps. You are not alone, and you have the law on your side. Take action today, and Tocancel's resources and guides will support you every step of the way.