Cancel Prose: The Right Way to Protect Your Rights

How to cancel your Prose subscription and protect your refund rights in singapore

What Prose is and why you might want to cancel

Prose is a personalised hair and skincare service that formulates custom products based on your individual profile and needs. You complete an online consultation, receive a bespoke formula tailored to your hair or skin type, and then decide whether to make a one-time purchase or commit to a monthly subscription with automatic renewals.

Many customers in Singapore are attracted to Prose's promise of personalised solutions, but cancellation requests often go unanswered or refunds are withheld without transparent explanation. If you've decided Prose isn't delivering results, if subscription costs have become unmanageable, or if you've discovered a more affordable alternative, this guide will walk you through every step to cancel safely and recover what you're owed. Tocancel exists to help you understand your rights and take confident action.

When you should cancel Prose

You might want to cancel if the custom formula hasn't delivered the results you expected, if the monthly subscription costs have become unmanageable, or if you've found a more affordable product elsewhere. You should cancel immediately if you notice unauthorised charges appearing on your statement, if Prose continues billing after you've submitted a cancellation request, or if you're unhappy with product quality. Stopping future charges is always your right, and Tocancel helps you exercise that right without friction or delay.

Red flags that signal you need to act now

Watch for these warning signs: charges appearing on your credit card after you believe you've cancelled, difficulty accessing your account dashboard to manage your subscription, or vague auto-renewal terms buried in the subscription confirmation email. If you spot any of these issues, document them immediately with screenshots and email records, then follow the cancellation steps below.

Your consumer rights in singapore and what the law protects

Singapore's Consumer Protection (Fair Trading) Act gives you strong legal protections when dealing with subscription services like Prose. This law is your most powerful tool to ensure Prose treats you fairly and honours your cancellation request.

What the consumer protection (Fair trading) act requires Prose to do

Under Singapore law, Prose must:

• Display all pricing clearly in Singapore Dollars (SGD) before you are charged.
• Provide explicit confirmation of subscription terms, including renewal dates and billing amounts.
• Send advance notice before each auto-renewal occurs (usually 7 days before).
• Honour cancellation requests within a reasonable timeframe, typically 14 calendar days.
• Refund charges that breach these obligations or were made without your clear consent.
• Maintain transparent communication channels for customer complaints and cancellation requests.

Your legal position is clear: Prose cannot hide behind fine print, ignore your cancellation request, or continue charging you after you've asked them to stop. If they do, you have the right to lodge a formal complaint with Singapore's consumer authority and pursue a chargeback through your bank.

Where to escalate if Prose ignores your cancellation

If Prose does not respond to your cancellation request within 14 days, or if charges continue after cancellation, contact the Consumers Association of Singapore (CASE) immediately. You can reach CASE at 1800-6-CASE-1 (1800-622-7351) or visit their website at www.case.org.sg. CASE is Singapore's official consumer protection authority and can investigate complaints, mediate disputes, and pressure companies to comply with the law. Tocancel recommends documenting all cancellation attempts-emails, screenshots, support chat logs, payment records-before escalating to CASE or your bank.

How to cancel your Prose subscription step by step

Prose offers multiple cancellation routes, but not all channels are equally reliable or fast. Start with the website method; if that fails or receives no response within 5 business days, move to email and formal escalation channels.

Method 1: cancel via your Prose account dashboard (fastest)

1. Open your web browser and go to the Prose website (www.prose.com).
   • Sign in with your registered email address and password.
   • If you've forgotten your password, click "Forgot Password" to reset it.
2. Navigate to your account settings or subscription management area.
   • Look for a menu option labelled "My Account", "Account Settings", or "Manage Subscriptions".
   • Click on the section that displays your active subscriptions and renewal dates.
3. Select the subscription you want to cancel.
   • Review your current subscription type, billing date, and renewal amount.
   • Click on the subscription card or line item to open its details page.
4. Click the cancellation option.
   • Look for a button labelled "Cancel Subscription", "Cancel Plan", or "End Membership".
   • Read any messages Prose displays about lost discounts or remaining balance.
5. Confirm your cancellation.
   • You should receive an immediate on-screen confirmation message.
   • Check your email inbox (and spam folder) for a cancellation confirmation within 24 hours.
   • Save this email as proof of your cancellation date.

This method is fastest because you receive instant confirmation and Prose creates a digital record of your request. This digital trail is valuable evidence if you later need to dispute a charge or escalate to CASE.

Method 2: cancel via email (documented and traceable)

1. Gather your account information.
   • Locate your account email address, subscription ID (if visible), and the last four digits of the payment card on file.
   • Write down the date you started your subscription and the date you want it to end.
2. Compose a clear cancellation email.
   • Address it to Prose's customer service team at their support email address.
   • Include the subject line: "Subscription Cancellation Request - [Your Name] - [Account Email]".
   • Keep the message brief and factual: state your request, provide your account details, and ask for written confirmation within 5 business days.
3. Send the email from the address linked to your Prose account.
   • Use a method that creates a timestamped record (ordinary email, not chat).
   • Avoid informal language or emotional language; stick to facts.
4. Monitor your inbox for a response.
   • Prose should reply within 5 business days with cancellation confirmation.
   • If you receive no response after 5 days, send a follow-up email and prepare to escalate.

Email cancellation creates a permanent, timestamped record that proves you made the request. This evidence is essential if Prose later denies receiving your cancellation or continues charging you after your request date.

Method 3: contact Prose by phone (if available)

1. Search for Prose's customer service phone number on their website or in your account.
   • Note the hours of operation and time zone, as Prose may not offer 24/7 support.
   • Call during business hours from a phone you can record (with consent, if local laws require).
2. Speak to a customer service representative.
   • Clearly state your intent to cancel your subscription.
   • Provide your account email and any subscription ID visible on your account.
   • Ask the representative to confirm the cancellation date and note any final charges.
3. Request written confirmation by email.
   • Before hanging up, ask the representative to send you a confirmation email summarising the cancellation.
   • Note the name and employee ID of the person you spoke to, if available.
4. Follow up if you don't receive email confirmation within 24 hours.
   • Send an email referencing the call date, time, and representative name, asking for confirmation.

Phone cancellation is useful for getting immediate clarity, but Tocancel recommends always requesting written confirmation via email so you have proof of the cancellation date and terms.

What happens after you cancel your Prose subscription

Understanding the cancellation timeline protects you from unexpected charges and helps you plan your next purchase.

Timeline: what to expect after cancellation

After you submit a cancellation request, Prose typically stops processing new orders within 24 to 48 hours. However, you may receive one final shipment if your order was already in the fulfillment queue. Check your cancellation confirmation email for the exact date your subscription ends and when the final charge will occur.

Monitor your bank or credit card statement for the next 30 days. If Prose continues to charge you after the cancellation date, contact your bank immediately to dispute the charge as unauthorised. This is not a refund request; it's a chargeback for a charge that violated your cancellation.

How to verify that your subscription is truly cancelled

1. Log back into your Prose account within 24 hours.
   • Navigate to your subscription management section.
   • Your subscription should now show a status of "Cancelled", "Ended", or "Inactive".
   • Take a screenshot of this page as proof of cancellation.
2. Check your email for cancellation confirmation.
   • Prose should send a confirmation email within 24 hours of your cancellation request.
   • This email is your receipt; save it in a folder or mark it as important.
3. Review your upcoming charges.
   • If your subscription end date falls mid-billing cycle, ask whether you'll receive a pro-rata refund.
   • Check your cancellation email for clarity on this point.

Verification is crucial because it gives you documented proof that your cancellation was processed, which you'll need if a dispute arises later.

Refunds, credits, and what you're entitled to

Your right to a refund depends on when you cancelled and what Prose's refund policy says, but the Consumer Protection (Fair Trading) Act may override their policy in your favour.

When Prose must refund you

You are entitled to a full or partial refund if:

• You cancelled within 14 days of subscribing (cooling-off period under consumer law).
• Prose charged you after you submitted a cancellation request.
• The product was not delivered or arrived damaged.
• Prose failed to provide the custom formula promised or billed you without clear consent.
• Your cancellation request was ignored for more than 14 days.

To claim a refund, submit a formal refund request to Prose within 30 days of the disputed charge, referencing your cancellation email or confirmation. If Prose refuses or delays, file a complaint with CASE (www.case.org.sg) or dispute the charge through your bank.

Refund timeline and payment method

Prose typically processes refunds within 7 to 14 business days after approving your request. The refund will be returned to the original payment method (credit card or bank account). Check your bank or credit card statement 14 days after submitting your refund request; if it hasn't appeared, contact Prose again with your refund request date and email confirmation.

Pricing and subscription details for Prose in singapore

Understanding what you're paying helps you decide whether cancellation is the right move and supports any refund claim.

Prices vary based on product type (hair care, skincare, or combination) and any active promotions. Always check your cancellation confirmation email to confirm the exact amount of any refund owed.

Common mistakes to avoid when cancelling Prose

Cancelling a subscription can feel overwhelming, especially if you're frustrated with the product or service. These mistakes cost customers time and money; avoid them.

Mistake 1: cancelling without written confirmation

If you cancel verbally (by phone) or through chat without requesting an email confirmation, Prose can later claim they never received a cancellation request. Always insist on email confirmation. If the representative says they'll "send it later", send your own follow-up email summarising the conversation. This creates a paper trail that protects you.

Mistake 2: assuming cancellation stops all charges immediately

Many customers cancel and then forget to check their bank statement. If an order was already in the fulfillment pipeline when you cancelled, you may receive one final charge. Review your cancellation email for the exact final billing date, then monitor your statement on and after that date. If an unexpected charge appears, dispute it immediately.

Mistake 3: not saving your cancellation confirmation

Delete the cancellation confirmation email and you lose your proof. Save it in a dedicated folder, take a screenshot, or forward it to yourself. This evidence is invaluable if Prose later denies your cancellation or if you need to escalate to CASE or your bank.

Mistake 4: waiting too long to dispute unauthorised charges

If Prose continues charging after you cancel, contact your bank within 60 days of the disputed charge. Most banks allow chargebacks up to 120 days, but acting fast strengthens your case. Reference your cancellation email in the dispute.

Mistake 5: ignoring escalation if Prose doesn't respond

If Prose ignores your cancellation request for more than 14 days, don't wait passively. File a complaint with CASE (1800-622-7351) or dispute the charge through your bank. Tocancel has helped thousands of consumers escalate unresponsive companies, and CASE has the authority to compel Prose to comply with the law.

After cancellation: what to do next

Cancellation is only the beginning. Protect yourself by monitoring charges, securing your refund, and understanding your options if issues persist.

Monitor your bank and credit card statements

Set a calendar reminder to check your statement 7 days after your cancellation date and again 30 days later. Look for any recurring Prose charges or unexpected debits. Screenshot any suspicious activity and save the image. If you spot a charge after your cancellation date, contact your bank immediately and reference your cancellation confirmation email.

Follow up on your refund

If you submitted a refund request, check your bank or credit card 14 days later. If the refund hasn't appeared, send a follow-up email to Prose asking for a refund status update. Include your original refund request date and email confirmation. If Prose doesn't respond within 5 business days, escalate to CASE or your bank.

Report the issue to CASE if necessary

If Prose continues to charge you, ignores your cancellation, or withholds a refund without justification, file a complaint with the Consumers Association of Singapore. CASE can investigate Prose's practices and pressure them to comply with the Consumer Protection (Fair Trading) Act. Visit www.case.org.sg or call 1800-622-7351 to lodge a complaint.

Checklist: before, during, and after cancellation

Your key takeaways

You have strong legal rights under Singapore's Consumer Protection (Fair Trading) Act. Prose must honour your cancellation request within 14 days, stop charging you immediately, and refund any disputed charges. If they refuse, escalate to CASE without hesitation.

Tocancel recommends following Method 1 (dashboard cancellation) for speed, but always request written confirmation via email. Save every email, screenshot, and bank statement as proof. If Prose ignores your request or continues charging, contact CASE at 1800-622-7351 or dispute the charge through your bank. Do not wait passively; companies respect customers who know their rights and act decisively.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, recover refunds, and hold companies accountable. Your cancellation is valid the moment you submit it; any charge after that date is unauthorised under Singapore law. Take action today, and protect your wallet and your rights.

Contact information for Prose cancellation support

If Prose does not provide updated contact details on their website, you may reach out through their general customer service channels listed in your account or order confirmation email. For assistance navigating your cancellation or understanding your consumer rights, visit Tocancel.com, where thousands of guides help you cancel subscriptions safely and securely across Singapore and beyond.

Remember: Tocancel is here to empower you. You do not need permission to cancel, and you do not owe Prose a long explanation. State your intent clearly, request written confirmation, and monitor your bank statement. If Prose resists, CASE and your bank are on your side.