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Frequently asked questions
Cancel Dossier: The Right Way
How to cancel Dossier and protect your refund in canada
What is Dossier and why you might want to cancel
Dossier is a fragrance and personal-care platform that delivers perfumes, candles, and beauty products directly to your home through its website and mobile applications. The brand operates a paid membership tier called Dossier+ that provides store credits, early product access, and discounted pricing on purchases. Additionally, Dossier offers app-based subscriptions for its "Dossier: Secure Family Vault" mobile application, with one-time and yearly Pro options available through the Canadian Apple App Store and Google Play Store.
You might cancel for several reasons: your membership no longer delivers value, you have accumulated unused store credits you will not redeem, or you prefer to purchase on demand rather than pay ongoing fees. Whatever your reason, Yafee helps you navigate the cancellation process with confidence and clarity, ensuring you understand your rights under Canadian consumer law.
When to cancel Dossier
Cancel your Dossier membership if you are not using the store credits regularly, if the early access benefit does not align with your purchasing habits, or if you find better pricing elsewhere. If you subscribed to the app and rarely use it, cancelling frees up your funds for services you actually value. Most importantly, cancel before your next billing cycle to avoid unexpected charges on your account.
What you should know before cancelling
Dossier's cancellation policies differ by platform and subscription type. Membership cancellations via Dossier's website forfeit any unused store credits, and only your current month's fee remains refundable under certain conditions. If you subscribed through Apple or Google, their refund policies take precedence over Dossier's internal terms. Yafee recommends reviewing your confirmation message after cancelling to confirm what you retain and what you lose.
Your consumer rights when cancelling in canada
Canada's consumer protection laws give you important safeguards when cancelling subscriptions and memberships. Understanding these rights ensures you can enforce them if Dossier fails to comply.
Federal and provincial protections under canadian law
Under the Competition Act and provincial consumer protection legislation (such as Ontario's Consumer Protection Act, 2002), Dossier must clearly disclose cancellation terms before you subscribe. The company cannot make cancellation deliberately difficult, hidden, or subject to unreasonable barriers. If Dossier requires you to call a premium phone line to cancel, charges a cancellation fee, or makes the process unreasonably complex, you have grounds to dispute charges with your credit card issuer or report the conduct to provincial authorities.
If Dossier fails to process your cancellation within a reasonable timeframe (typically 30 days) or continues billing after you have cancelled, contact your provincial consumer protection office or report the issue to the Competition Bureau of Canada. Yafee has documented many cases where consumers successfully recovered wrongful charges by escalating to these authorities.
Your legal position
Under the Competition Act (Part 2, section 74.01) and provincial consumer protection statutes, you have the right to cancel a subscription service without penalty, provided the company discloses the cancellation terms clearly before purchase. If Dossier makes cancellation unreasonably difficult or fails to stop charging you within 30 days of your written cancellation request, you can file a complaint with your provincial consumer protection ministry or the Competition Bureau and dispute the charges through your financial institution.
Your right to a refund
You have the right to a refund for services you did not use, provided you cancel within your province's statutory cooling-off period (usually 14 to 30 days from purchase). If Dossier continues to charge you after you have clearly requested cancellation, provincial law allows you to dispute the charge through your bank or credit card provider. Keep records of your cancellation request, confirmation emails, and all billing statements to support any dispute.
Methods to cancel Dossier based on how you subscribed
Cancellation steps vary depending on where you purchased your membership or subscription. Follow the path that matches your situation to cancel efficiently and retain evidence of cancellation.
Cancel dossier+ membership via your online account
If you subscribed directly through Dossier's website, you can cancel from your account dashboard in minutes.
- Visit Dossier's website and log in to your account using your email address and password.
- If you have forgotten your password, click "Forgot password?" and follow the email recovery link sent to your inbox.
- Navigate to your account settings or subscription management section (typically labeled "My Subscription" or "Membership").
- Look for a link or button labeled "Manage Membership" or "View Subscription Details".
- Locate the "Cancel Membership" or "Cancel Subscription" button on that page.
- Dossier may ask you to confirm your cancellation reason; select the option that applies to you.
- Review the cancellation confirmation screen carefully, which will specify your final billing date and any remaining store credits.
- Take a screenshot or print this confirmation for your records.
- Check your email inbox for a cancellation confirmation message from Dossier within 24 hours.
- If you do not receive confirmation, contact Dossier's customer support immediately to verify cancellation.
Cancel Dossier subscription via apple app store
If you subscribed to the Dossier app through the Apple App Store on your iPhone, iPad, or Mac, you must cancel through Apple's subscription management system, not through the Dossier app itself.
- On your Apple device, open the Settings app.
- On Mac, open System Settings instead.
- Tap your name at the top of the screen to access your Apple ID profile.
- If you have multiple Apple IDs, ensure you select the one used for the Dossier subscription.
- Select "Media & Purchases" or "Subscriptions" (the label varies by device and iOS version).
- You may need to tap "iTunes & App Store" first, then select "Subscriptions".
- Find "Dossier" in your active subscriptions list.
- If Dossier does not appear, your subscription may already be cancelled.
- Tap "Dossier" and select "Cancel Subscription".
- Apple will confirm the cancellation and specify your final billing date.
- Take a screenshot of the cancellation confirmation as proof.
- Your access will end on the date shown; you retain access until that date.
Cancel Dossier subscription via google play store
If you subscribed to the Dossier app through the Google Play Store on an Android device, cancel through Google's subscription management system.
- Open the Google Play Store app on your Android device.
- Ensure you are logged in to the Google account associated with your Dossier subscription.
- Tap the profile icon in the top right corner of the screen.
- If you do not see this icon, swipe from the left edge of the screen to open the menu.
- Select "Manage my subscriptions" or "Subscriptions" from the menu.
- The exact label depends on your Android version.
- Find "Dossier" in your active subscriptions and tap it.
- If Dossier does not appear, your subscription may already be cancelled.
- Tap "Cancel Subscription" at the bottom of the screen.
- Google will confirm the cancellation and specify your final billing date.
- Capture a screenshot of the cancellation confirmation.
- You will retain access until the end of your billing cycle.
Dossier pricing and billing cycles
Understanding Dossier's pricing structure helps you determine when to cancel and what refunds you may be entitled to under Canadian law.
| Subscription type | Billing frequency | Cost (CAD) | Refund policy |
|---|---|---|---|
| Dossier+ membership | Monthly | $12.99 | Unused store credits forfeited; current month non-refundable unless unused |
| Dossier: Secure Family Vault (yearly) | Annual | $49.99 | Eligible for refund within 30 days of purchase |
| Dossier: Secure Family Vault (one-time) | One-time purchase | $9.99 | Refundable through Apple/Google within 48 hours of purchase |
| Dossier app pro tier | Monthly | $4.99 | Refundable through app store if cancelled within cooling-off period |
What happens after you cancel Dossier
Cancellation is immediate, but access and refund timelines vary by subscription type and cancellation method. Understanding what to expect after you submit your cancellation request prevents confusion and helps you take further action if needed.
Access after cancellation
Once you cancel, your access continues until the end of your current billing cycle. If you cancel mid-month, you retain full access to Dossier+ benefits or the app until your next billing date. On that date, your account switches to a free tier (if available) or access ends entirely, depending on Dossier's terms. Yafee recommends downloading or saving any important information (such as family vault data) before your access ends.
Refund timeline and processing
If you qualify for a refund under Canadian consumer protection law or app store policies, expect processing to take 5 to 14 business days. Refunds from the Apple App Store or Google Play Store appear as credits to your associated payment method. Refunds from Dossier directly appear on your credit card statement or bank account. If you do not see a refund within 14 business days, contact your bank or credit card issuer to initiate a chargeback dispute.
Retained access to unused store credits
If you cancel Dossier+ membership, Dossier's terms state that unused store credits are forfeited. However, under provincial consumer protection law, you may have the right to redeem or transfer these credits if they represent prepaid services. If Dossier refuses to honour unused credits you paid for, contact the Competition Bureau or your provincial consumer protection office. Yafee has helped consumers recover the value of forfeited credits through formal complaints.
Common mistakes that delay or prevent cancellation
Cancellation is straightforward when you follow the correct process, but small errors can delay your request or leave you without proof. Avoid these pitfalls to ensure your cancellation is processed promptly and documented for your protection.
Cancelling through the wrong platform
Many consumers attempt to cancel Dossier+ through the app instead of the website, or vice versa. Cancellations submitted through the wrong channel may not process. Always cancel through the platform where you subscribed: website memberships via the Dossier website, app subscriptions via the App Store or Google Play. If you are unsure where you subscribed, check your billing statement to see whether the charge came from Dossier, Apple, or Google.
Failing to retain proof of cancellation
Dossier or the app stores may claim they never received your cancellation request if you do not have documentation. Always take a screenshot or print the cancellation confirmation immediately after submitting your request. If Dossier disputes your cancellation claim later, this proof becomes essential when disputing charges with your bank or filing a complaint with the Competition Bureau. Yafee advises saving your confirmation email as well.
Cancelling too close to your billing date
If you cancel within 24 hours of your next billing date, Dossier may process your subscription renewal before your cancellation takes effect. To avoid this, cancel at least 3 to 5 days before your renewal date. Check your account to find your exact billing date, then mark your calendar to cancel well in advance.
Not pursuing refunds when entitled
Many consumers cancel but forget to request a refund for prepaid services they did not use. Under the Consumer Protection Act, you have the right to a refund within the cooling-off period. If Dossier does not offer a refund automatically, contact customer support in writing to request one. If Dossier refuses, escalate to your provincial consumer protection ministry or dispute the charge through your bank.
Refund eligibility and how to claim your money back
Your refund eligibility depends on when you subscribed, which platform you used, and your province's statutory cooling-off period. Yafee explains the refund rules and guides you through the claim process.
Refund eligibility by subscription type
Dossier+ membership cancellations are non-refundable for the current month under Dossier's terms, but provincial law may override this if you cancel within 14 to 30 days of your initial purchase. App subscriptions through Apple or Google are refundable within 48 hours of purchase and sometimes up to 30 days, depending on the app store's policy. The yearly Dossier: Secure Family Vault subscription is refundable within 30 days of purchase if you have not used substantial features.
How to request a refund from Dossier
- Log in to your Dossier account or Apple/Google account where you made the purchase.
- Gather your order confirmation email and cancellation confirmation.
- Contact Dossier's customer support via email, phone, or in-app chat.
- State that you cancelled within the refund window and request a full refund of your most recent charge.
- Provide your account email, order date, and cancellation date to Dossier's support team.
- Attach screenshots of your cancellation confirmation.
- If Dossier denies your refund request, reply in writing stating that you are exercising your right to a refund under Canadian consumer protection law.
- Reference the Consumer Protection Act (or your specific province's legislation) and the cooling-off period provision.
- If Dossier does not respond or refuses to refund within 30 days, file a complaint with your provincial consumer protection office or the Competition Bureau.
- Include copies of your cancellation request, all correspondence with Dossier, and your account statement.
Disputing charges through your bank or credit card company
If Dossier does not refund your money within 30 days of your cancellation request, contact your bank or credit card issuer to initiate a chargeback dispute. Provide your bank with your cancellation confirmation and evidence that you requested a refund. Your bank will conduct an investigation and reverse the charge if Dossier cannot prove that you authorised the transaction after your cancellation date. This process typically takes 30 to 90 days.
Comparison: keep versus cancel Dossier
Before you cancel, weigh the benefits of continuing your membership against the cost. This table compares scenarios to help you decide whether cancellation makes financial sense.
| Scenario | Keep membership | Cancel membership | Recommendation |
|---|---|---|---|
| You shop from Dossier 3+ times per month | Store credits offset $12.99/month cost | Save credits but pay full retail on purchases | Keep membership |
| You have $50+ in unused store credits expiring soon | Redeem credits before expiration | Credits forfeit upon cancellation | Keep membership and redeem credits first |
| You have not shopped from Dossier in 6 months | Pay $12.99/month for unused benefits | Eliminate recurring charges | Cancel membership |
| Early access benefits do not match your shopping habits | Pay for benefits you do not use | Shop on demand without subscription | Cancel membership |
| You subscribed within the last 14 days | Keep testing the service | Cancel and claim refund under cooling-off period | Cancel for full refund |
| You use the Secure Family Vault app weekly | Subscription provides regular value | Lose access to family vault and data sync | Keep membership |
Contact information and escalation
If Dossier does not process your cancellation or refund within 30 days, use these official channels to enforce your rights under Canadian law.
Dossier customer support contact details
Reach out to Dossier directly before escalating to regulatory authorities. Send your cancellation and refund requests in writing (email or postal mail) to create a documented record.
Email: Support contact details are available on Dossier's website under "Contact Us" or in your account settings. If no email is listed, use the in-app or web chat feature and request a case reference number for tracking.
Postal mail: Yafee recommends sending cancellation requests via registered mail (Courrier recommande in Quebec, or certified mail with return receipt in other provinces) to create proof of delivery. Address your letter to the contact address listed on Dossier's website in the "Contact" or "Customer Service" section.
Escalation to canadian consumer protection authorities
If Dossier fails to respond or refuses your refund within 30 days of your cancellation request, file a formal complaint with the appropriate authority.
Competition Bureau of Canada: The Competition Bureau enforces the Competition Act nationwide. File a complaint at www.competitionbureau.gc.ca if Dossier makes cancellation unreasonably difficult, fails to disclose cancellation terms, or continues charging after you cancel. Allow 4 to 8 weeks for initial review.
Provincial consumer protection offices: Each province operates its own consumer protection ministry. For example, Ontario has the Consumer Protection Act enforcement branch, British Columbia has the Office of the Superintendent of Real Estate, and Quebec has the Office of the Protecteur du consommateur. File a complaint with your province's ministry if Dossier violates cancellation rights under provincial law. Yafee maintains a list of provincial contact information to guide you to the correct authority.
Your financial institution: Contact your bank or credit card issuer if Dossier continues billing you after you cancel. You have the right to dispute fraudulent or unauthorised charges, and your institution will investigate and potentially reverse the charges.
Summary and next steps
Cancelling Dossier in Canada is straightforward when you follow the correct platform-specific steps, document your cancellation, and know your rights under the Competition Act and provincial consumer protection statutes. You have the legal right to cancel without penalty, retain proof of cancellation, and claim a refund for services you did not use within the statutory cooling-off period (typically 14 to 30 days). If Dossier refuses to honour your cancellation or refund request, escalate to the Competition Bureau or your provincial consumer protection office.
Act now to avoid unexpected charges on your next billing cycle. If you subscribed within the last 14 to 30 days, you may qualify for a full refund under your province's cooling-off rules. Document your cancellation immediately by taking screenshots and saving confirmation emails. If you encounter resistance from Dossier's support team, contact the Competition Bureau or your provincial consumer protection authority, which has successfully resolved similar disputes for thousands of Canadian consumers.
Yafee has helped thousands of consumers cancel subscriptions, dispute charges, and recover refunds by grounding their claims in Canadian consumer law and connecting them with the right regulatory channels. Visit Yafee today to access guides for cancelling other services, filing complaints with consumer authorities, and protecting your subscription spending across Canada.
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