How to cancel your Highlights subscription in the UAE: complete legal guide and refund rights

Why you might cancel your Highlights subscription

Highlights is a monthly subscription service designed for children, delivering age-appropriate educational activities, books, games and craft materials directly to your home. The service operates on a recurring billing model, charged monthly or annually through your account at shop.highlights.com or via app store platforms, depending on your sign-up method.

You may decide to cancel for legitimate reasons: your child has outgrown the content, budget constraints have tightened, or you've discovered the subscription no longer serves your family's learning needs. Whatever your reason, understanding your cancellation options and your consumer rights in the UAE ensures you remain in control of your account and spending. Yafee exists to guide you through every procedural step and legal protection available to you.

Common reasons parents cancel

Parents typically cancel Highlights when their child shows declining engagement with the materials, when the monthly cost (typically 40-90 AED depending on age tier) no longer aligns with household budgets, or when they prefer sourcing educational content through alternative channels. Many families also cancel when their child transitions to school-based curricula or when developmental milestones render subscription content less relevant.

What you should gather before starting

Before you initiate cancellation, assemble your account login credentials for shop.highlights.com, your original order confirmation email, and your most recent billing statement. Having this documentation ready accelerates the entire cancellation process and provides you with proof of your subscription status if disputes arise later.

Your consumer rights under UAE law

The UAE consumer protection framework grants you explicit rights when cancelling subscriptions and pursuing refunds.

Federal Law No. 24 of 2006 (the Consumer Protection Law) guarantees your right to cancel subscriptions and claim refunds for services not delivered or unsuitable for their stated purpose. This protection extends to all subscription boxes, whether physical or digital, purchased online or through mobile applications within the UAE.

Your legal position on subscription cancellations

You have the legal right to: Cancel any subscription within 14 calendar days from the date of purchase by notifying the merchant in writing (email qualifies). Request a full refund of all charges incurred during this cooling-off period without penalty or justification. Dispute charges if Highlights fails to deliver promised content, delivers materials unsuitable for your child's age group, or continues billing after your cancellation request. Escalate your complaint to the General Authority for Consumer Protection (GACP) if the company refuses to honour your cancellation or refund claim.

Key protections for subscription services

UAE consumer law protects you from being charged after cancellation. If Highlights continues to bill your card following your cancellation request, you have grounds to dispute those charges with your bank and file a formal complaint with the GACP. The law also protects you if the subscription fails to deliver its core promise-for example, if age-inappropriate content is sent repeatedly or if materials fail to arrive within a reasonable timeframe.

Escalation through official channels

If Highlights refuses to honour your cancellation or denies a legitimate refund, contact the General Authority for Consumer Protection (GACP) directly. Submit a formal complaint via their website at www.consumerprotection.ae or call 800-4224. Provide your cancellation confirmation, billing statements and all correspondence with Highlights. The GACP investigates complaints and can compel the company to refund your money or suspend their licence if they persistently breach consumer rights.

Methods to cancel your Highlights subscription

You have four accepted ways to cancel; each carries different levels of verification and speed.

Yafee recommends the online method as your first choice because it delivers instant confirmation and leaves you with screenshot evidence of your cancellation request.

Cancel online through your Highlights account (fastest method)

Logging into your account and cancelling directly is the quickest and most reliable approach. You receive immediate confirmation and can take screenshots for your records.

1. Visit shop.highlights.com in your web browser or open the Highlights mobile app if installed.
   • On mobile, the process mirrors the web version with identical menu navigation.
2. Enter your registered email address and password, then click or tap "Sign In."
   • If you cannot recall your password, click "Forgot Password" and follow the reset link sent to your email address.
3. Once logged into your account dashboard, navigate to "Account Settings" or "My Account."
   • This menu typically appears in the top-right corner under your profile name or avatar.
4. Select "Subscriptions" or "Manage Subscriptions" from the account menu.
   • You will see a list of all active subscriptions tied to your account.
5. Identify the Highlights subscription you wish to cancel and click "Manage" or "Cancel Subscription."
   • The system may display your renewal date and next billing amount before you confirm.
6. Select your reason for cancellation from the dropdown menu (optional but recommended for company feedback).
   • Common reasons include "Child has outgrown content," "Cost concerns," or "Switching to alternative service."
7. Click "Confirm Cancellation" or the equivalent button to complete the process.
   • The system will display a confirmation message with your cancellation date and reference number.
8. Take a screenshot of the confirmation page immediately and forward it to your email address as a backup.
   • Save this screenshot for at least 12 months in case billing disputes arise later.

Cancel by telephone

If you prefer speaking directly with a representative, Highlights provides phone support. This method allows you to ask clarifying questions but leaves no automatic written proof-request that the representative send a cancellation confirmation email immediately after your call.

1. Locate the Highlights customer service phone number on their website or your billing statement.
   • Most subscription services list support contact details in the footer of their website.
2. Call during business hours and inform the representative that you wish to cancel your subscription.
   • Have your account number and registered email address ready when you call.
3. Provide your full name, email address and the email associated with your Highlights account.
   • The representative will verify your identity before processing your cancellation.
4. Ask the representative to send a written cancellation confirmation to your email address immediately.
   • Do not end the call until you receive this email confirmation-this is your legal proof of cancellation.
5. Note the date, time and name of the representative who processed your cancellation in your records.
   • This information supports any future dispute with your bank or the GACP.

Cancel by email

Sending a cancellation email to Highlights creates a timestamped written record of your request. This method satisfies UAE consumer law requirements for written notice and provides undisputable proof if disputes arise.

1. Compose a new email to Highlights' customer service address.
   • Find the correct email address on their website or in your account settings; it typically appears as [email protected] or [email protected].
2. Include your full name, registered email address and account number in the subject line and body.
   • Subject line example: "Subscription Cancellation Request - Account [Your Email]"
3. State clearly in the email body: "I request cancellation of my Highlights subscription effective immediately" along with the date you send the email.
   • Include any relevant subscription details such as your billing date or age tier.
4. Request written confirmation of your cancellation in the same email.
   • Ask Highlights to confirm the cancellation date and state that no further charges will occur.
5. Send the email and save a copy in a dedicated folder for your records.
   • Your email system's sent folder provides timestamped evidence of when you submitted your request.
6. Monitor your inbox for a response within 3-5 business days.
   • If Highlights does not respond within this timeframe, escalate your complaint to the GACP and provide a copy of your cancellation email as evidence.

Cancel by postal mail

Sending a formal letter by registered post creates a legally binding paper trail. This method is slower but carries absolute proof of delivery.

1. Write a formal cancellation letter on plain paper or your home letterhead.
   • Address it to the Highlights customer service department; find the correct mailing address on their website or invoice.
2. Include in your letter: your full name, registered email address, account number, subscription tier and the date of the letter.
   • Example opening: "I request immediate cancellation of my Highlights subscription effective [today's date]."
3. State clearly that you are exercising your consumer rights under Federal Law No. 24 of 2006 and request a written confirmation of cancellation and any applicable refund.
   • This legal reference strengthens your position if the company later disputes your cancellation.
4. Send the letter via registered mail with a proof-of-delivery receipt.
   • Emirates Post and courier services like FedEx and DHL all offer tracking for international mail to the UAE.
5. Retain the proof-of-delivery receipt and a photocopy of your letter permanently.
   • These documents are essential if you need to escalate to the GACP.

Timeline and what happens after cancellation

Understanding what occurs after you submit your cancellation request prevents confusion and protects you from unwanted charges.

Immediate effects of your cancellation

Upon successful cancellation, Highlights stops processing your subscription immediately or on your specified end date (whichever you requested). You retain access to your account and any digital content already downloaded or purchased, but you lose access to new monthly deliveries. No further charges should appear on your card from this date forward.

Refund timelines and eligibility

If you cancel within 14 days of your initial purchase and request a refund, Highlights must process it within 30 days under UAE consumer law. If you cancel after the 14-day cooling-off period, you are entitled to a refund only if the company failed to deliver promised materials or billed you after your cancellation request. Refunds typically appear as a credit to your original payment method (credit card, debit card or app store account) within 5-10 business days after Highlights approves your claim.

Monitoring your account post-cancellation

After cancellation, monitor your bank statement for 2-3 billing cycles to confirm that no further charges appear. If Highlights continues billing you after your confirmed cancellation, contact your bank immediately and request a chargeback. Simultaneously, file a complaint with the GACP and provide your cancellation confirmation as evidence. Yafee recommends setting a phone reminder 30 days after cancellation to review your statement-this proactive step catches unwanted charges before they accumulate.

Highlights subscription pricing and plans

Understanding subscription costs helps you assess whether cancellation aligns with your budget.

Annual subscriptions typically save 10-12% compared to paying monthly. If budget is your cancellation reason, evaluate whether switching to the digital-only tier (40 AED/month) meets your family's needs before cancelling entirely.

Common cancellation mistakes to avoid

Cancellation is straightforward when you follow proper procedures-but small oversights can delay your refund or leave you unprotected if disputes arise.

Failing to request written confirmation

If you cancel by phone, email or post, always request and retain written confirmation from Highlights. A screenshot of an online cancellation or an email confirmation from customer service constitutes legal proof. Without this, you cannot prove you attempted cancellation if Highlights claims no record exists and continues billing you.

Cancelling during a billing cycle without clarity on final charges

Confirm with Highlights whether you will be billed for your current subscription period after cancellation or whether your subscription ends at your next scheduled billing date. Some companies charge immediately upon cancellation for the current month; others allow you to use the service until your next renewal date. Clarify this before you confirm cancellation to avoid unexpected charges.

Not checking for app store subscriptions

If you originally subscribed through Apple App Store or Google Play Store rather than directly at shop.highlights.com, you must cancel through that app store, not through Highlights' website. Cancelling in the wrong place leaves your app store subscription active and billing continues. Log into your app store account, navigate to subscriptions, and cancel there explicitly.

Ignoring billing statements after cancellation

Many consumers cancel, assume the matter is resolved and never verify that charges stopped. Review your bank statement 30 days after your cancellation date. If Highlights has billed you despite your cancellation, contact your bank for a chargeback immediately and escalate to the GACP with your cancellation confirmation as evidence.

Deleting confirmation emails too quickly

Retain all cancellation confirmations, billing statements and correspondence with Highlights for at least 12 months. If a refund dispute arises or if you later discover unauthorized charges, these documents are your legal evidence. Many consumers delete emails prematurely and then lack proof when they need it most.

What to do if Highlights refuses to cancel or refund

If Highlights ignores your cancellation request or denies a legitimate refund, you have legal remedies under UAE consumer protection law.

Step 1: escalate to Highlights management

Send a formal final notice to Highlights by email and registered post. Reference Federal Law No. 24 of 2006 explicitly and state that you expect resolution within 7 days or you will escalate to the GACP. Many companies respond quickly when they recognize you understand your legal rights.

Step 2: file a complaint with the GACP

If Highlights does not respond within 7 days, file a formal complaint with the General Authority for Consumer Protection. You can submit your complaint online at www.consumerprotection.ae or call 800-4224 to request a paper form. Include your cancellation confirmation, all correspondence with Highlights, billing statements and proof of your cancellation attempts. The GACP investigates at no cost to you and can compel Highlights to refund your money or suspend their operating licence if they breach consumer rights persistently.

Step 3: dispute charges with your bank

If Highlights continues billing after your confirmed cancellation, contact your bank and request a chargeback for unauthorised charges. Provide your cancellation confirmation and bank statement showing the unwanted charges. Your bank will initiate a dispute on your behalf and reverse the charges within 30-60 days while they investigate.

Should you keep or cancel? a quick comparison

Use this table to assess whether cancellation or plan adjustment better serves your family's needs.

Final checklist before you cancel

Use this checklist to ensure you complete cancellation correctly and protect yourself legally.

1. Gather your account login credentials, order confirmation email and billing statement.
2. Decide which cancellation method suits you best (online is fastest; email or post provides documentation).
3. Complete your chosen cancellation method and request written confirmation immediately.
4. Take screenshots or save all confirmation emails to a dedicated folder on your device.
5. Note the cancellation date, reference number and the method you used.
6. Monitor your bank statement 30 days after cancellation to confirm no further charges appear.
7. If unwanted charges occur, contact your bank for a chargeback within 60 days of the charge date.
8. Retain all documentation for 12 months in case disputes arise later.
9. If Highlights refuses to honour your cancellation, file a complaint with the GACP at www.consumerprotection.ae or 800-4224.

Key takeaways on cancelling Highlights

Cancelling your Highlights subscription in the UAE is straightforward when you follow the proper procedures and understand your consumer rights. Federal Law No. 24 of 2006 protects you: you can cancel within 14 days and claim a full refund, or cancel anytime if Highlights fails to deliver or continues billing after your request. The online cancellation method is fastest and leaves you with instant proof. If you cancel by phone, email or post, always request written confirmation. Monitor your bank statement for 30 days post-cancellation and escalate to the General Authority for Consumer Protection if unwanted charges persist.

Yafee has helped thousands of consumers navigate subscription cancellations across the UAE with confidence and legal protection. Whether you need guidance on your specific cancellation situation or support escalating a dispute to the GACP, Yafee provides clear, legally grounded advice tailored to your circumstances. Visit yafee.com today to access our full library of consumer guides and connect with contract law specialists who understand your rights under UAE law.