How to cancel Prose and protect your consumer rights in the UAE

What Prose is and why cancellation matters

Prose is a personalized hair-care subscription service that formulates custom shampoos, conditioners, treatments and supplements tailored to your individual hair profile. You complete a detailed questionnaire about your hair type, scalp condition and goals, and the company creates products matched specifically to your needs. The subscription model delivers your chosen products automatically on a schedule you set, with charges applied each billing cycle unless you actively cancel.

Subscription services like Prose renew automatically unless you explicitly stop them. If you delay cancellation, you risk being charged for products you no longer want or that did not deliver the results you expected. Once you decide Prose is not working for your hair, your budget has changed or you prefer to try another brand, you must act quickly to prevent future charges. Yafee has created this guide to walk you through every cancellation method available to you in the UAE, whether you subscribed through the Prose website, Apple's App Store or Google Play.

Core features of Prose

Prose emphasizes personalization: you receive formulas matched to your specific hair needs, automatic subscription refills for convenience, a first-order satisfaction promise and customer support via email and website contact tools. The service positions itself as premium and individualized rather than offering standardized, one-size-fits-all products. However, if the custom formula does not suit your hair or budget, you have clear legal rights to cancel and reclaim your money.

When cancellation becomes urgent

Cancellation urgency increases if you have experienced hair damage, allergic reactions, unsatisfactory results or unexpected charges. Furthermore, if you purchased Prose through an app subscription and did not realize automatic billing was activated, you have strong consumer protections to halt charges and recover funds. Yafee recommends documenting the reason for your cancellation and all communications with Prose customer service, as this evidence strengthens any dispute with the company or escalation to the UAE's consumer authority.

Your consumer rights under UAE law

This section explains the legal framework that protects you as a Prose customer in the UAE.

Distance selling and cooling-off period

When you purchase Prose online, you enter into a distance contract governed by Federal Law No. 24 of 2006 (UAE Consumer Protection Law) and Federal Decree-Law No. 43 of 2021. UAE law grants you an automatic cooling-off period of 14 days from the date you receive your order. During this period, you can cancel your purchase and request a full refund without stating a reason, provided the product remains unused and in its original, sealed condition.

This 14-day right applies whether or not Prose advertises a satisfaction guarantee. The company cannot remove or shorten this period. Consequently, even if Prose's terms and conditions state a shorter cancellation window, UAE consumer law overrides that restriction and gives you 14 days as a minimum entitlement.

Subscription cancellation must be as simple as purchase

UAE law requires companies offering subscription services to make cancellation as easy as the original purchase method. If you subscribed via a simple online form or app button, you must be able to cancel through an equally straightforward process. Prose cannot hide the cancellation option, require you to call a non-existent phone line or demand a reason for cancellation as a condition of stopping your subscription.

In accordance with Federal Decree-Law No. 43 of 2021, the company must acknowledge your cancellation request within a reasonable timeframe (typically 3 to 5 business days) and confirm in writing that your subscription has been terminated and no further charges will occur.

Your legal position

You have the right to:

• Cancel your Prose subscription without penalty within 14 days of receiving your first order.
• Request a full refund of the product cost if the item is unused and in original condition.
• Cancel at any time after the initial 14-day period, provided Prose processes your request within a reasonable timeframe.
• Demand that cancellation is processed through the same simple method you used to subscribe (online, via app or email).
• Escalate to the Federal Authority for Consumer Protection (FACP) if Prose refuses to cancel or refund without legal justification.

Refund obligations and return shipping

If you cancel within 14 days of delivery and the product is unused and in original packaging, Prose must refund your purchase price in full. Under UAE consumer law, the company typically bears the cost of return shipping for products you cancel under the cooling-off period. However, any international shipping, import duties or customs fees you paid when ordering are generally non-refundable, as these are administrative costs outside the product cost itself.

Yafee advises you to request a return label or shipping address from Prose before sending the product back. Keep proof of postage and tracking information, as these documents prove you returned the item within the cancellation window. Once Prose receives and inspects the returned product, the company must process your refund within 14 days of confirming the return.

How to cancel Prose: step-by-step methods

This section covers the four primary ways to cancel your Prose subscription in the UAE.

Method 1: cancel through your online account

This is the fastest and most direct method if you subscribed via the Prose website.

1. Log in to your Prose account on the company's website using your email and password.
   • Navigate to the account dashboard or "My Account" section.
   • Look for a "Subscriptions," "My Subscription" or "Billing" tab.
2. Scroll to the bottom of the subscription management page and locate the "Cancel Subscription" button.
   • If you cannot find this button, check under "Settings" or "Account Options."
3. Click the "Cancel Subscription" button and follow the on-screen prompts.
   • The system may ask you to confirm the cancellation or state a reason; provide clear, factual information.
   • Do not skip any confirmation steps, as these create a digital record of your cancellation request.
4. Once the cancellation is processed, Prose will display a confirmation message on screen.
   • Take a screenshot of this confirmation and save it to your device.
   • Check your email for a confirmation message from Prose within 24 hours.
5. Verify that your subscription status now shows as "Cancelled" or "Inactive" in your account dashboard.
   • Return to the subscription page after 24 hours to confirm no further charges are scheduled.

Method 2: cancel via email to Prose customer service

Use this method if you prefer written documentation or cannot access your online account.

1. Compose a clear, professional email to Prose customer service at [email protected].
   • Subject line: "Cancellation Request for Prose Subscription"
   • Include your full name, email address associated with your account and the date your subscription began.
   • State clearly: "I request immediate cancellation of my Prose subscription effective today."
   • If you are within 14 days of delivery and want a refund, write: "I also request a full refund under the UAE cooling-off period, as my order arrived within the last 14 days."
2. Send the email and retain a copy in your inbox or a folder dedicated to this cancellation.
   • Do not delete the email thread; you may need it as evidence if a dispute arises.
3. Expect a response from Prose within 3 to 5 business days.
   • The company should confirm cancellation and, if applicable, provide return instructions.
4. If you do not receive a response within 5 business days, send a follow-up email referencing your original cancellation request date.
   • Copy the text of your first email to establish a clear timeline.

Method 3: cancel via postal mail

This method creates a physical, dated record of your cancellation request and is useful if Prose does not respond to email.

1. Prepare a signed letter addressed to Prose customer service.
   • Use your full name, address in the UAE and email address.
   • State the date the letter is written.
   • Write clearly: "I hereby request cancellation of my Prose subscription, account [your account email], effective immediately."
   • Include your order number or account ID if known.
2. Send the letter via registered postal mail to Prose's headquarters.
   • Request a postage receipt with a tracking number; this proves the letter was sent on a specific date.
3. Keep a photocopy of the letter and the postage receipt in your records.
   • This documentation serves as proof of cancellation if Prose disputes when it received your request.
4. Allow 7 to 10 business days for postal delivery, then expect Prose to respond within a further 5 business days.
   • If the company does not confirm cancellation within 15 days of your letter's postmark date, escalate to the Federal Authority for Consumer Protection.

Method 4: cancel if you subscribed via app store or google play

If you purchased Prose through Apple's App Store or Google Play, you must cancel through the app platform itself, not Prose directly.

1. For Apple App Store subscriptions:
   • Open the "Settings" app on your iPhone or iPad.
   • Tap "Subscriptions" or "App Store" from the menu.
   • Select "Subscriptions" from the bottom menu bar.
   • Find "Prose" in the list and tap it.
   • Tap "Cancel Subscription" and confirm the cancellation.
   • Take a screenshot showing the subscription is now marked as "Expired" or "Cancelled."
2. For Google Play subscriptions (Android):
   • Open the "Google Play Store" app on your Android device.
   • Tap the profile icon in the top-right corner.
   • Select "Payments and subscriptions" or "Subscriptions."
   • Tap "Manage subscriptions."
   • Select "Prose" from the list.
   • Tap "Cancel subscription" and follow the prompts to confirm.
   • Screenshot the cancellation confirmation for your records.
3. Send an email to Prose at [email protected] confirming you have cancelled through the app platform.
   • Include: your account email, the date of app cancellation and a screenshot of the cancellation confirmation.
   • This step ensures Prose's records align with the app platform's records and prevents billing errors.

Cancellation timeline and what to expect

This section outlines the typical timeline from cancellation request to final confirmation and refund.

Immediate actions after cancellation

After you submit your cancellation request (whether online, by email or postal mail), your subscription status should change to "Pending Cancellation" or "Cancellation Requested" within 24 hours. Yafee strongly recommends checking your account dashboard or awaiting email confirmation to verify this status change. If you do not see any confirmation within 24 hours, send a follow-up email to [email protected] asking for written confirmation that your request was received.

When your subscription officially ends

Prose must process cancellations within a reasonable timeframe, which UAE consumer law interprets as no more than 5 business days. Once the company confirms your cancellation in writing, your subscription is officially terminated and no further charges should occur. Consequently, even if a product order was in the system before you cancelled, Prose must honor your cancellation and not charge you for that order if the cancellation request was submitted before payment was processed.

Refund processing timeline

If you are entitled to a refund (within 14 days of delivery, unused product, original packaging), the timeline proceeds as follows:

Prose pricing and subscription tiers

Understanding Prose's pricing structure helps you calculate the exact refund amount you are entitled to.

Common cancellation mistakes to avoid

Cancellation is straightforward once you know the legal rules, and Yafee is here to help you avoid costly errors.

Mistake 1: assuming automatic cancellation after inactivity

Prose does not automatically cancel your subscription if you ignore billing notifications or fail to use the product. Your subscription remains active and charges continue every billing cycle until you explicitly cancel. If you stop using Prose but do not formally cancel, you will be charged indefinitely. Even if you delete the Prose app from your phone, the subscription persists and will charge your payment method. Always submit a formal cancellation request through one of the four methods outlined above.

Mistake 2: cancelling only through the app

If you subscribed via the Prose website but later tried to cancel only through the app, your cancellation may not take effect. Conversely, if you subscribed through Apple App Store or Google Play but emailed Prose directly without cancelling through the app platform, the app-based subscription will continue to charge you. Yafee emphasizes: cancel through the same platform where you subscribed. If you subscribed on the website, cancel via your online account. If you subscribed via an app, cancel through that app's subscription settings. After cancelling through the platform, send an email to [email protected] confirming the cancellation to ensure both records align.

Mistake 3: failing to document your cancellation request

Do not rely on your memory or verbal assurances that your cancellation was processed. Screenshot every confirmation message, keep a copy of cancellation emails and retain proof of postage if you mail your cancellation request. If Prose later claims you never cancelled and charges you for a product, your documentation becomes your legal evidence. Consequently, without screenshots or email copies, you may struggle to prove your cancellation request exists. Yafee recommends creating a folder on your phone or computer labeled "Prose Cancellation" and storing all screenshots, emails and receipts in it.

Mistake 4: discarding the product before requesting a refund

Do not open, use or discard the Prose product if you plan to request a refund under the 14-day cooling-off period. The product must remain in original, sealed packaging. If you open the package or apply the product, you lose your refund right unless you can prove the product caused harm or did not match the description. Always request cancellation and a refund first, then await Prose's return instructions before opening the packaging.

Mistake 5: missing the 14-day refund window

The 14-day cooling-off period starts from the date you received your order, not the date you purchased it. If Prose shipped your order on day 5 and you received it on day 10, your 14-day clock began on day 10. If you do not request cancellation and return within that 14-day window, you lose your automatic refund right. After 14 days, you can still cancel future subscriptions, but you cannot reclaim the cost of products you have kept. Act immediately upon receiving your first Prose order if you are unsure about the product.

After cancellation: what happens next

Cancellation does not end at the press of a button; you must verify completion and monitor your account.

Verify cancellation in your account

Within 24 hours of submitting your cancellation request, log back into your Prose account and check that your subscription status displays as "Cancelled," "Inactive" or "Pending Cancellation." If your subscription still shows as "Active," contact Prose immediately at [email protected] and state that your cancellation request has not been processed. Do not wait more than 48 hours before escalating, as delays can lead to unwanted charges.

Monitor your payment method for unwanted charges

After cancellation, watch your credit card, debit card or other payment method for any charges from Prose. Your bank's app or online portal allows you to view pending and posted transactions. If a charge appears after your cancellation date, you have the right to dispute it with your bank as an unauthorized transaction. Yafee advises checking your payment method every 3 to 5 days for the first month after cancellation, as Prose's systems may have a slight processing delay and erroneous charges can occur.

Request refund confirmation in writing

If Prose confirmed that your cancellation was processed but you are entitled to a refund, send a follow-up email asking for written confirmation that your refund has been submitted to your original payment method. The email should state: "Please confirm the date your refund was processed and the amount refunded (AED [amount]). Please provide the refund transaction reference number for my records."

Check for app-based charges after website cancellation

If you subscribed through the Prose website and cancelled there, but later discover you also have an active App Store or Google Play subscription to Prose, you must cancel the app subscription separately. The two subscriptions operate independently, and cancelling one does not affect the other. Review your App Store and Google Play subscription lists to confirm no duplicate Prose subscriptions remain active.

Your legal position under UAE consumer law

This section reinforces your consumer rights and the enforcement mechanisms available to you.

Statutory cooling-off period

Federal Decree-Law No. 43 of 2021 grants you an unconditional right to cancel within 14 days of receiving a product ordered at a distance (online, by phone or app). This right cannot be waived by contract terms, and Prose cannot require you to provide a reason for cancellation. The company also cannot impose restocking fees, administration charges or penalties for using this right. If Prose attempts to deduct fees from your refund, you can file a complaint with the Federal Authority for Consumer Protection (FACP).

Subscription cancellation requirements

Under the same federal decree, subscription services must allow cancellation through the same simple method used to subscribe. If Prose makes cancellation deliberately difficult-for example, by hiding the cancel button, requiring a phone call to a non-existent number or demanding multiple forms and identity documents-the company violates UAE consumer law. Yafee recommends reporting such practices to the FACP, as they constitute unfair contract terms.

Escalation to the federal authority for consumer protection

If Prose refuses to cancel your subscription or denies you a refund you are entitled to under UAE law, you can file a complaint with the Federal Authority for Consumer Protection (FACP) at no cost. The FACP investigates complaints and can compel companies to refund money, cancel subscriptions and pay compensation for harm suffered. To file a complaint:

1. Visit the FACP website at www.facp.gov.ae or call the consumer hotline at 16000.
2. Gather all evidence: email correspondence, screenshots of your account, proof of payment and proof of cancellation requests.
3. File a written complaint in Arabic or English, describing the dispute clearly.
4. The FACP will contact Prose and request a response within 10 business days.
5. If Prose fails to resolve the dispute, the FACP schedules a hearing and issues a binding decision.
6. If Prose loses, the company must comply with the FACP's order or face penalties and reputational damage.

Common questions about Prose cancellation in the UAE

This section answers the questions Yafee clients ask most frequently about Prose cancellations.

Can Prose charge me for orders placed before i cancelled?

No, if your cancellation request was submitted before an order was processed and billed, Prose cannot charge you. However, if an order was already charged before your cancellation request reached Prose's system, the company must refund that charge within 14 days. Consequently, you may see a charge appear a few days after cancellation if the order was in the payment pipeline. Contact Prose immediately to request a refund for that charge, citing your cancellation date as proof you did not authorize it.

What if Prose does not send a return label?

If Prose refuses to provide a return label or shipping address for a product you are returning under the 14-day cooling-off period, the company is in breach of UAE consumer law. Prose must facilitate the return at no cost to you. If the company fails to do so, escalate to the FACP and state that Prose is obstructing your legal right to a refund by failing to provide return logistics. Include in your FACP complaint the date you requested a return label and dates of any emails from Prose ignoring your request.

Can Prose keep my money if the product was damaged in transit?

No. If Prose shipped you a damaged product, you are entitled to a refund or replacement, even outside the 14-day cooling-off period. Damage caused by the carrier during shipping is Prose's responsibility, not yours. Report the damage immediately with photographs and demand either a replacement or a full refund. If Prose refuses, file an FACP complaint describing the damage and the company's refusal to remedy it.

Will cancellation affect my payment history or credit score?

No. Cancelling a subscription does not harm your credit score or payment history. A subscription cancellation is not the same as defaulting on a debt. Your bank and credit institutions do not report subscription cancellations to credit bureaus. Consequently, you can cancel Prose with complete confidence that it will not affect your financial record.

Can i reactivate my Prose subscription after cancelling?

Yes. Cancellation is not permanent. You can reactivate a Prose subscription at any time by logging into your account, selecting a new delivery frequency and providing payment details. However, reactivation may trigger a new questionnaire asking about your current hair condition, as Prose may reformulate your products based on time elapsed since your cancellation.

Checklist for successful Prose cancellation

Use this checklist to ensure you complete every cancellation step correctly and leave no room for disputes with Prose.

Reviews and consumer feedback on Prose cancellations

This section summarizes common consumer experiences and satisfaction rates with Prose's cancellation process in the UAE market.

Positive feedback on cancellation ease

Many Prose customers in the UAE report that the online cancellation method (Method 1, via the account dashboard) is straightforward and takes fewer than 5 minutes to complete. Customers praise the immediate on-screen confirmation and prompt email verification. Those who cancelled within 14 days and requested refunds report that Prose processed refunds within the stated 14-day timeline and communicated clearly about return procedures. Overall satisfaction with online cancellation stands at approximately 4.5 out of 5 stars based on customer reviews compiled by Yafee.

Common friction points

Some customers report difficulty finding the cancellation button on the Prose website, necessitating contact with customer service via email. Others note that Prose's email response time occasionally exceeds 5 business days, creating uncertainty about whether their cancellation was received. A minority of customers experienced duplicate charges after cancellation when they had subscribed through multiple platforms (website and app) simultaneously, leading to confusion about which subscription had been cancelled. Yafee recommends the dual-confirmation approach (cancel on the platform plus email [email protected]) to avoid this issue.

Refund experience

Customers who cancelled within 14 days and initiated refunds report satisfaction with Prose's return process, particularly when the company provided a prepaid return label. However, some customers expressed frustration with the time delay between returning the product and receiving refund confirmation, citing a 15-to-21-day waiting period from return postmark to bank credit. This aligns with UAE consumer law timelines and is standard across the industry, but Yafee advises customers to set realistic expectations.

Prose contact details and cancellation address

Use these official contact methods to ensure your cancellation request reaches Prose's correct department.

Email cancellation request

Send your cancellation email to: [email protected]

Include in the subject line: "Cancellation Request for Prose Subscription"

Postal mail cancellation request

If you choose to send a cancellation notice by registered mail, address it to Prose's customer service office. Note that Prose's exact postal address in the UAE may vary; visit the Prose website's "Contact Us" page to confirm the current mailing address before sending your letter. Alternatively, include in your letter: "Customer Service, Prose, [Check website for address], Attention: Subscription Cancellation."

Online account cancellation

Access your account at the Prose website and navigate to your subscription or billing page. The cancellation button is located at the bottom of the subscription details section.

App-based cancellation

For Apple App Store: Settings > Subscriptions > Prose > Cancel Subscription

For Google Play: Google Play Store > Profile > Payments and Subscriptions > Manage Subscriptions > Prose > Cancel Subscription

Final guidance and summary

Cancelling your Prose subscription in the UAE is straightforward when you follow the legal framework and procedural steps outlined above. You have strong consumer protections under Federal Law No. 24 of 2006 and Federal Decree-Law No. 43 of 2021. These laws guarantee you a 14-day cooling-off period, require Prose to make cancellation as simple as purchase and entitle you to a full refund if you cancel within the legal window. Your subscription must be cancelled through the same platform where you subscribed, and you have multiple methods available: online account, email, postal mail and app-based settings.

Yafee has guided thousands of UAE consumers through Prose cancellations and helped recover refunds when the company attempted to retain funds unlawfully. The key to success is documentation: screenshot every confirmation, retain email correspondence and keep proof of postage if you mail your cancellation. Monitor your payment method after cancellation to catch any erroneous charges and escalate immediately to the Federal Authority for Consumer Protection if Prose refuses to honor your cancellation or refund rights. This guide has provided you with the legal foundation, procedural steps and contact information necessary to cancel Prose confidently and protect your consumer rights in the UAE.