Cancel Prose: The Right Way to Reclaim Your Hair Care

How to cancel Prose and take control of your hair care spending in south africa

What Prose is and why south african customers cancel

Prose is a personalised hair care subscription service that formulates custom shampoos, conditioners and treatments based on your hair type, scalp condition and lifestyle. You complete an online assessment, receive a bespoke formula, and then enjoy recurring shipments on your chosen schedule.

Many South African subscribers cancel because the custom formula didn't deliver the results they expected, because the recurring costs in ZAR became unaffordable, or because they found an alternative solution that works better for them. Whatever your reason, you have clear legal rights to cancel without penalty, and Tocancel is here to walk you through the process with confidence.

Common reasons customers in south africa stop their subscription

South African Prose subscribers most often cancel because the personalised product didn't match their hair needs, or because monthly subscription fees add up faster than anticipated. Others decide to pause after discovering conventional drugstore alternatives work just as well, or because their budget for premium hair care has shifted. The important point is that cancelling Prose is straightforward once you understand the correct contact method and what to include in your request.

When you might want to keep your subscription instead

If your Prose formula is working well and you see noticeable improvement in your hair health, keeping the subscription makes sense. You should also stay subscribed if you value the time saved by not shopping for multiple products, or if you prefer the convenience of doorstep delivery. However, if costs are the issue, you can always pause rather than cancel permanently, allowing you to restart later without the initial consultation fee.

Your consumer rights under south africa's consumer protection act

South Africa's Consumer Protection Act (2008) gives you specific rights when cancelling any subscription service, including Prose.

Cooling-off period for distance contracts and direct marketing

If you signed up to Prose through direct marketing (email, social media ads, SMS or online advertising), you have a 30-day cooling-off period from the date of your first purchase. This means you can cancel and request a full refund within 30 days without giving a reason, provided you have not materially benefited from the product. In practice, if your first Prose shipment arrives and you decide it is not right for you within one month, you can invoke this right and recover your payment in full.

Your legal position: You do not need Prose's permission to exercise the cooling-off right. The Act grants this to you automatically. Keep proof of purchase and your cancellation email as evidence.

What Prose must do when you cancel

The Consumer Protection Act requires Prose to process your cancellation without unreasonable delay once they receive your written instruction. This means they cannot ignore your request, continue charging you after you cancel, or deliberately make the cancellation process difficult. If they do, you can escalate the matter to the National Consumer Commission (NCC), which has the power to investigate and order a refund.

Tocancel recommends always sending your cancellation via email so you have a timestamped record and proof that Prose received your instruction. Take screenshots of your email confirmation and keep them with your banking records and subscription documentation.

How to cancel Prose in four clear steps

Cancelling Prose requires you to contact them directly with your account details and a clear statement of your intent to cancel.

Step-by-step cancellation process

1. Gather your account information before you start
   • Find the email address you used when creating your Prose account
   • Locate your subscription or order ID (check your email receipts or account dashboard)
   • Write down the date you want the cancellation to take effect
   • Note whether you are within the 30-day cooling-off period
2. Compose a clear cancellation email to [email protected]
   • Begin with your full name and the email address linked to your account
   • Include your subscription or order ID
   • Write a single sentence: "I wish to cancel my Prose subscription effective [today's date or your preferred date]"
   • Add one sentence explaining your reason (optional but helpful)
   • Close with: "Please confirm this cancellation in writing and stop all future charges to my account"
3. Send the email and document your action
   • Send from the email address linked to your Prose account
   • Take a screenshot of the sent email showing the date and time
   • Note the exact time you sent it for your records
   • Keep the screenshot in a safe folder with your other subscription documents
4. Wait for confirmation and verify the cancellation
   • Expect a response from Prose within 5-7 business days
   • Check that they confirm the cancellation date and the end of charges
   • Monitor your bank account to ensure no further charges appear after the agreed date
   • If you do not hear back within 7 days, send a follow-up email referencing your original request

What to do if Prose does not respond or refuses to cancel

If Prose ignores your cancellation request or claims they cannot process it, you are not stuck. Send a second email marked "Final Notice" restating your cancellation request and referencing the Consumer Protection Act. Give them 14 days to respond. If they still refuse or remain silent, lodge a complaint with the National Consumer Commission at [email protected] or visit their website. You will need to provide your original cancellation email, Prose's non-response, and evidence of any charges after your cancellation request. The NCC can order Prose to refund you and pay penalties for breaching your consumer rights.

Refunds and what happens to your subscription after cancellation

Understanding what you can expect financially and operationally after you cancel Prose helps you plan your next steps.

Refund eligibility and timelines

If you cancel within the 30-day cooling-off period and have not used a substantial portion of your product, Prose should refund your payment in full. The company must process the refund within 30 days of receiving your cancellation request. In practice, most refunds appear in your bank account within 2-3 weeks, though your bank may take an additional 3-5 business days to display the credit. If you cancel after the cooling-off period, you typically forfeit your payment for the current billing cycle, but you stop being charged for future shipments.

Check your bank statement in the week following your expected refund date. If the money does not appear within 35 days of your cancellation request, contact Prose again and request a refund status update with proof of processing.

What happens to your account and products after cancellation

Once Prose confirms your cancellation, your subscription ends and no further shipments will be sent to you. Your account may remain visible in their system for administrative purposes, but you will not be charged. If you have unused product at home, you own it and can continue using it. Prose does not require you to return unopened bottles unless you are requesting a refund under the cooling-off period, in which case they may ask you to return the product in its original condition to process the refund.

Prose pricing in south africa and why costs matter

Understanding Prose's typical costs helps you decide whether cancellation makes financial sense for your situation.

Many South African customers find that switching to a less frequent delivery schedule (quarterly instead of monthly) is a better option than cancelling entirely. This keeps your custom formula accessible while reducing monthly expenditure. Tocancel advises reviewing your usage before cancelling; if you have surplus product at home, pausing or extending your next delivery date may save you money and hassle.

Common mistakes to avoid when cancelling Prose

Cancelling a subscription can feel stressful, especially if charges have been catching you off guard. Here are the pitfalls that trip up South African customers, so you can sidestep them entirely.

Mistakes that delay or complicate your cancellation

Do not rely on cancelling through the Prose website or mobile app if such an option does not exist. Many subscription services bury or hide the cancellation feature, and attempting to cancel through a non-existent form wastes your time. Always use email to [email protected] as your primary cancellation method, because email creates an irrefutable record.

Do not assume your cancellation is complete just because you have not received a shipment. Always wait for written confirmation from Prose stating that your subscription has been cancelled and that no further charges will be made. Some customers stop receiving products but continue being billed because the company never formally processed the cancellation in their system.

Do not include extra information or emotional narrative in your cancellation email. Stick to the facts: your name, account email, subscription ID, and the date you want to cancel. Lengthy explanations or complaints can sometimes lead to support staff spending time on your "feedback" instead of processing your request quickly.

Do not forget to check your bank statements for two months after you cancel. Occasionally, a final charge or duplicate charge can slip through. If this happens, contact your bank immediately and also send Prose a formal notice that you were charged after cancellation, requesting an immediate refund.

After your Prose cancellation: what to do next

Cancelling a subscription is the easy part; the real challenge is finding an alternative that works for your hair and your budget.

Alternative hair care solutions in south africa

After you cancel Prose, you have several options depending on your priorities. If cost is your main concern, most supermarkets and pharmacy chains stock affordable shampoos and conditioners suited to different hair types; Dis-Chem and Takealot both offer wide ranges in the R 50-200 price bracket. If you still want personalisation but at lower cost, consider consulting a professional hairdresser in your area who can recommend specific products suited to your hair chemistry. If you valued the convenience of Prose, explore local subscription boxes for beauty and haircare, or simply buy your favourite products in bulk to reduce repeat purchasing trips.

Track what you liked about Prose (convenience, personalisation, consistency) and what you disliked (cost, results, formula irritation) so you can make a more informed choice next time. Tocancel recommends keeping a simple note of how much you spent monthly so you can compare total cost of ownership when evaluating alternatives.

Protecting yourself from unexpected charges after cancellation

Once Prose confirms your cancellation, monitor your bank account weekly for the next two months. Set a phone reminder to check your statement around the same date each week. If Prose or any linked payment processor charges you after your confirmed cancellation date, contact your bank immediately and report the unauthorised charge. Your bank can reverse the transaction and investigate. Also send Prose a formal written complaint (again, via email to [email protected]) requesting immediate refund and confirmation that all future charges have been permanently blocked.

Comparison: cancelling Prose versus pausing your subscription

Before you commit to cancellation, consider whether pausing might better suit your situation.

If you are only cancelling because you need a financial break, or because you want to use up product you already have at home, pausing is almost always the smarter choice. Pausing preserves your custom formula data and saves you the R 600-800 new customer fee when you restart. Only cancel if you have decided you no longer want Prose's service, or if the formula genuinely is not working for your hair type.

Your legal safety net: consumer protection rights you can rely on

South Africa's consumer protection framework is strong, and it backs you up if Prose acts unfairly.

The national consumer commission and what it can do for you

If Prose refuses to cancel, continues charging you after you cancel, or fails to refund you within the required timeframe, the National Consumer Commission (NCC) has the power to investigate and compel the company to comply. You can lodge a complaint online at thencc.org.za or email [email protected]. The NCC operates free of charge to consumers and can order Prose to refund you, pay a penalty, and cease the offending conduct. Your complaint must include your original cancellation email, Prose's response (or lack thereof), and evidence of any unauthorised charges.

Many South African consumers do not realise the NCC exists or that they can use it. Tocancel encourages you to keep this contact information: the NCC is your escalation point if Prose does not cooperate, and mentioning it in a final notice email often prompts quick action from the company.

Your right to dispute charges through your bank

If Prose charges you after you have sent a cancellation request, you can dispute the charge through your bank's dispute resolution service, even if Prose refuses to refund you directly. Contact your bank's customer service, explain that you cancelled the subscription and were charged anyway, and ask them to reverse the transaction as an unauthorised charge. Your bank will investigate within 20-30 days and typically rules in your favour if you can show proof of your cancellation email.

This is a powerful protection: you do not need Prose's cooperation to recover your money once a dispute is lodged with your bank. Always keep your cancellation email and proof of unauthorised charges.

Checking your work: cancellation checklist for Prose

Use this checklist to make sure you have taken every step correctly and protected yourself legally.

Contact information and where to send your cancellation notice

To cancel your Prose subscription, send your cancellation request to the following email address.

Official Prose contact address for cancellation

Email your cancellation to: [email protected]

Include the following in your email:

• Your full name and registered email address
• Your Prose subscription or order ID
• Your preferred cancellation date
• A brief reason for cancellation (optional)
• A clear statement: "I request that my Prose subscription be cancelled effective [date] and that all future charges cease immediately"

Tocancel has helped thousands of South African consumers cancel subscriptions quickly and securely, and the process for Prose is straightforward when you follow these steps. Send your email, document it, wait for confirmation, and monitor your bank account. If Prose does not respond or refuses to cancel, escalate to the National Consumer Commission using the contact details above. Your consumer rights are clear, your leverage is real, and you can cancel Prose with confidence.