Cancel Prose: The Right Way to Stop Charges

How to cancel your Prose subscription and stop unexpected charges

Understanding Prose and why cancellation matters

Prose is a personalized haircare brand that creates custom formulations of shampoo, conditioner, treatments, and supplements based on your unique hair profile and needs. The company positions itself in the premium segment, meaning you pay more per bottle than mass-market alternatives in exchange for customization and targeted results. If you've signed up for a Prose subscription, you're receiving automated refills on a schedule you set during your initial onboarding.

The real challenge emerges when your circumstances change. Perhaps the product didn't deliver the results you expected, or the recurring charges have become harder to justify in your monthly budget. Many customers report struggling to cancel because the process isn't straightforward, and unexpected charges remain a recurring complaint across consumer platforms. If you're reading this, you've likely experienced one of these frustrations. The good news is that cancelling your Prose subscription is absolutely within your control. Tocancel (tocancel.com) helps thousands of consumers navigate subscription cancellations just like yours, and we'll walk you through every step with clarity and confidence.

Pricing and what you're actually paying for Prose

Understanding Prose's pricing structure helps you assess whether cancellation makes financial sense for your situation. Here's what you typically encounter in the United States:

The real expense multiplies when you choose shorter refill windows. A customer ordering every 4 weeks pays substantially more annually than one ordering every 8 weeks. Additionally, Prose frequently offers introductory discounts to new subscribers, which can mask the true ongoing cost. Once that discount expires, the full price arrives, and that's when many customers realize the subscription is eating more from their budget than they anticipated. This hidden cost structure is one reason so many people decide cancellation is the right move.

Why customers struggle to cancel Prose

Consumer reports and complaint platforms reveal a consistent pattern: customers describe unexpected renewals, surprise charges, and difficulty securing cancellation confirmation from the company. Some report that Prose billed them sooner than the stated refill date, while others say stopping future shipments required multiple attempts or escalation. What's most concerning is that many customers have successfully used dispute channels and consumer protection avenues only after traditional cancellation methods failed. This suggests the cancellation process itself may be intentionally unclear or difficult to navigate. At Tocancel, we help thousands of consumers tackle these friction points, and Prose subscriptions appear frequently in our cancellation database.

Your consumer rights as a Prose subscriber

Federal consumer protection law gives you explicit, enforceable rights regarding subscription cancellations and billing practices regardless of where you live in the United States.

The restore online shoppers confidence act (ROSCA)

Under ROSCA, which is enforced by the Federal Trade Commission (FTC), Prose must obtain your clear, affirmative consent before charging your payment method. Critically, the company must provide simple cancellation methods that are no more difficult than the signup process. If Prose makes cancellation harder than signing up, or if you cannot cancel online when you subscribed online, the company is violating federal law. You have the right to cancel at any time, not just at the end of a billing cycle. Your legal position is strong: the law is written to protect you, and the FTC actively enforces it against companies that create friction around cancellations.

The negative option rule (FTC)

This rule requires that Prose give you clear, conspicuous disclosure of all material terms before you authorize the charge. They must also provide simple mechanisms for you to stop future charges. If you request cancellation, Prose must act promptly and must not recharge you after you cancel. If they do, you have grounds to dispute the charge with your bank or credit card company. Tocancel recommends documenting your cancellation request with screenshots or emails, because this evidence becomes valuable if you need to file a dispute.

State consumer protection laws

In addition to federal protections, your state may offer extra safeguards. Many states require companies to honor cancellation requests within specific timeframes (typically 3 to 10 business days). If Prose continues to charge you after you've requested cancellation, you can file a complaint with your state's Attorney General office, which has power to investigate and force refunds. This escalation path is available to you at no cost, and state attorneys general take subscription cancellation complaints seriously. Tocancel encourages you to know which tools are available in your state, because they strengthen your negotiating position.

How to cancel your Prose subscription

Prose offers multiple cancellation channels, and your choice depends on what works fastest for you and whether the company responds to your first attempt.

Method 1: cancel through your Prose account online

This is the fastest and most direct path if you have access to your account login credentials.

1. Visit the Prose website and log into your account using your email and password
   • If you've forgotten your password, use the "Forgot Password" link to reset it
2. Navigate to Account Settings or Subscription Management (usually found in your profile menu)
   • Look for sections labeled "My Subscriptions," "Manage Subscription," or "Billing"
3. Select your active Prose subscription and look for a "Cancel Subscription" or "Pause Subscription" button
   • Read any prompts carefully; Prose may ask why you're cancelling or offer a discount to stay
   • Do not accept a discount unless you genuinely want to continue
4. Follow the on-screen prompts to confirm your cancellation
   • Prose will ask for final confirmation; this is normal and expected
5. Take a screenshot or email confirmation of the cancellation for your records
   • If no email arrives within 24 hours, follow up immediately using Method 2 below

If this method works smoothly, your subscription will end on the date Prose specifies, and you'll stop receiving charges. Document the date and confirmation number in case you need to dispute a charge later.

Method 2: contact Prose customer service by email

If you cannot cancel online or received no confirmation, contact customer service directly with a clear, written request.

1. Locate the Prose customer service email address (typically found on their website under "Contact Us")
   • Save this email address for your records
2. Draft an email with the following information:
   • Subject line: "Subscription cancellation request"
   • Your full name
   • Your email address associated with the Prose account
   • Your account number or order number (if you have it)
   • A clear statement: "I request immediate cancellation of my Prose subscription effective today. Please confirm this cancellation by email and provide the date my subscription will end."
   • Your phone number (optional but helpful for follow-up)
3. Send the email and keep a copy for your records
   • Consider using "send and archive" or forwarding to yourself so you have proof of timing
4. Wait for a response from Prose within 48 to 72 hours
   • If no response arrives within this window, proceed to Method 3
5. Once you receive confirmation, take a screenshot and file it with your cancellation records
   • Check your credit card or bank statement in 5 to 10 days to ensure no new charge appears

Email creates a paper trail that protects you. If Prose charges you again after this written cancellation request, you have documented proof of your cancellation attempt, which strengthens any dispute claim or complaint to the FTC.

Method 3: cancel by certified mail

If Prose does not respond to online or email requests, send a formal cancellation letter by certified mail. This creates legal documentation that Prose received your request.

1. Address your letter to:
   • Prose Customer Service
     10 Grand Street
     New York, NY 11249
     United States of America
2. Include the following information in your letter:
   • Your full name
   • Your complete billing address
   • Your email address
   • Your account number or order number (if available)
   • A clear statement: "I am writing to request immediate cancellation of my Prose subscription. I request that all future charges be stopped effective immediately. Please confirm receipt of this cancellation request and the date my subscription will end."
   • The date you are sending the letter
   • Your signature
3. Print and sign the letter, then make two copies
   • Keep one copy for your personal records
4. Go to your local post office and send the letter via USPS Certified Mail with Return Receipt
   • This service costs approximately $8 to $10 and provides proof that Prose received the letter
   • Keep the green receipt card (the return receipt) as legal documentation
5. Wait for the Return Receipt to come back to your address
   • This usually arrives within 5 to 7 business days
   • File this receipt with your cancellation records
6. Monitor your bank or credit card for charges
   • After certified mail delivery, any charge is more easily disputed because you have proof Prose received your request

Certified mail is the strongest cancellation method because it creates irrefutable legal evidence. If Prose continues to bill you after receiving certified notice, you have grounds to file a complaint with the FTC and your state Attorney General, and disputing the charges becomes much easier.

What happens after you cancel Prose

Understanding the post-cancellation timeline helps you catch any problems before they become bigger issues.

Your subscription end date and final shipment

When you cancel, Prose will confirm an end date for your subscription. This is typically the last day the company will process charges to your payment method. If you have a shipment currently in progress, it may still arrive after you cancel, because the order was already placed before cancellation took effect. Check your cancellation confirmation email for the exact end date. Tocancel recommends writing this date on your calendar so you can monitor your statements. If you receive a shipment after you believed you had cancelled, contact Prose immediately and request a return label; you may be entitled to a refund.

Refund eligibility and timelines

Refunds depend on whether you cancelled before or after Prose charged your next shipment. If you cancelled before the charge posted, you owe nothing more. If Prose charged you after you requested cancellation, you have the right to dispute that charge through your bank or credit card company. Contact your financial institution and explain that you cancelled a subscription and Prose charged you anyway. Most credit card companies reverse these charges within 7 to 14 business days. Tocancel recommends filing a dispute immediately if this happens, because financial institutions have timelines for accepting disputes (typically 60 days from the charge date).

Checking your bank or credit card statement

After you cancel, monitor your statement for 30 days to ensure no new Prose charges appear. Check both your bank account and credit card statements. If a charge appears after your confirmed cancellation date, document it immediately with a screenshot, then contact your bank or credit card company to dispute the charge. Provide them with your cancellation confirmation email or certified mail receipt as evidence. Financial institutions take these disputes seriously because they are protected under federal law from unauthorized charges on accounts.

Common mistakes when cancelling Prose

Cancellation frustration is real, but knowing what traps to avoid saves you time, stress, and money.

Mistake 1: pausing instead of cancelling

Prose may offer to "pause" your subscription instead of cancelling it. Pausing sounds helpful, but it often means your subscription remains active and can automatically restart without clear warning. If you truly want to end your relationship with Prose, select "cancel" or "end subscription," not "pause." Pausing is only useful if you genuinely intend to restart in the future and want to preserve your profile. If you're not certain you'll return, choose cancellation instead.

Mistake 2: not taking screenshots or saving confirmation emails

Without documentation, proving you cancelled becomes much harder if Prose charges you again. Always take screenshots of confirmation pages and save any cancellation emails from Prose. If you cancel by phone or chat, ask the representative to send a confirmation email and request their name and employee ID number. This record becomes crucial if you need to dispute a charge or file a complaint with the FTC.

Mistake 3: assuming cancellation is complete after one attempt

Do not assume your cancellation is complete until you receive written confirmation from Prose and your next billing date passes without a charge. Many customers cancel online, receive no confirmation email, and discover weeks later that Prose kept charging them. If you don't receive a confirmation email within 24 hours of cancelling online, contact Prose immediately using Method 2 or Method 3.

Mistake 4: missing the dispute deadline

If Prose charges you after you cancelled, your financial institution typically has a 60-day window from the charge date to accept a dispute. If you wait too long, you may lose the right to dispute the charge. File disputes as soon as you notice an unauthorized charge. Your bank or credit card company will guide you through the process, and most resolve in your favor if you provide cancellation documentation.

Refunds and disputing unauthorized charges

If Prose continues to charge you after cancellation, you have strong legal tools available to recover your money.

Disputing a charge with your bank or credit card

This is your fastest path to a refund. Contact your bank or credit card company and report the charge as unauthorized. Provide them with:

• Your cancellation confirmation email or certified mail receipt
• Screenshots of the subscription management page showing cancellation status
• Proof that you made a clear request to cancel (email transcript, chat log, or letter)
• The date you requested cancellation and the date Prose charged you after that request

Your bank or credit card company will open a dispute investigation, which typically takes 7 to 14 business days. Once they confirm you cancelled and Prose charged you anyway, they will reverse the charge. You will see the refund back on your statement within 1 to 2 business days after the dispute is decided in your favor.

Filing a complaint with the FTC

If you cannot resolve the issue with your bank, or if you want to report Prose's practices to the federal government, file a complaint with the Federal Trade Commission at reportfraud.ftc.gov. The FTC uses these complaints to identify companies that repeatedly violate consumer protection laws. Your complaint becomes part of a public database that helps other consumers and informs FTC enforcement decisions. Tocancel encourages you to file an FTC complaint if Prose has charged you repeatedly after cancellation, because it contributes to broader protections for all consumers.

Filing a complaint with your state attorney general

Your state's Attorney General office enforces consumer protection laws and can investigate Prose's billing and cancellation practices. Visit your state's official website and look for the Consumer Protection division. File a complaint describing what happened, attach your documentation (cancellation emails, charged statements, dispute letters), and request investigation. Many state attorneys general will contact companies on behalf of consumers and demand refunds for violations. This costs you nothing and adds official pressure on Prose to resolve your issue.

Prose pricing and whether you should cancel

Deciding whether to cancel depends on weighing Prose's costs against the results you actually see in your hair.

Breaking down the true annual cost

Let's calculate what Prose costs over a year. If you order a shampoo and conditioner bundle at $70 total and refill every 4 weeks, your annual cost is approximately $910 before taxes. If you refill every 8 weeks instead, your annual cost drops to about $455. Add in occasional specialty items like hair oil or vitamins, and you could easily reach $1,200 to $1,500 per year. Compare this to drugstore alternatives at $10 to $15 per bottle, which would cost you $100 to $200 annually. The difference is substantial. If Prose isn't delivering visible results that justify the premium price, cancellation is a smart financial decision.

Red flags that suggest you should cancel

Consider cancellation if any of these apply to you:

• Your hair hasn't improved noticeably after 3 to 4 months of consistent use
• You're receiving charges that surprise you or that you forgot about
• You've switched to other haircare products that work better for you
• The refill schedule no longer matches your actual usage
• You're using the product inconsistently or not at all
• The monthly or quarterly cost has become unaffordable

Cancellation is the right choice if continuing the subscription no longer serves your needs or budget. Tocancel exists to help you exercise this choice confidently and without friction.

Steps to take before and after you cancel

A simple checklist ensures you don't miss anything important during the cancellation process.

Comparing your cancellation options at a glance

Use this table to decide which cancellation method is right for your situation.

Contact information and next steps

If you need to reach Prose directly, send your cancellation request to the address below. This is the official customer service address for Prose in the United States:

Prose Customer Service
10 Grand Street
New York, NY 11249
United States of America

For email inquiries, visit the Prose website's "Contact Us" section to locate the current customer service email address. Tocancel (tocancel.com) has helped thousands of consumers cancel subscription services like Prose quickly and confidently. If you face resistance or repeated charges after cancellation, return to this guide, file a dispute with your bank, and report the issue to the Federal Trade Commission at reportfraud.ftc.gov. Your consumer rights are real, they are enforceable, and you do not need permission from Prose to exercise them. The tools are in your hands, and cancelling your subscription is entirely within your control. Take action today, and you'll stop unexpected charges by next month.