How to cancel your Modere subscription after the company closure and recover your money

Understanding Modere and why you need to cancel now

Modere was a direct-to-consumer wellness company that operated across Canada, selling supplements, collagen products and skincare items through online subscriptions. The company maintained Canadian processing and returns centres in Mississauga and Burlington, Ontario, and offered a 30-day satisfaction guarantee to customers. On April 11, 2025, Modere permanently ceased operations, which means its website, customer service lines and order-management systems no longer function. If you held an active subscription, pending orders or unprocessed refunds, you are facing a legitimate legal problem that requires immediate action.

This guide explains your cancellation rights under Canadian consumer protection law, the steps you must take to stop charges and recover money, and how to escalate your claim if Modere's payment processor continues to charge your account. Yafee specializes in helping consumers navigate subscription cancellations and company closures, and we recognize that a sudden business shutdown creates real financial and administrative stress. You have enforceable rights, even when the company no longer exists.

Why Modere customers face urgent cancellation issues

When a company shuts down without notice or transition plan, standard cancellation procedures vanish. Your subscription may remain frozen in the company's payment system, allowing merchant charges to attempt processing against your account. You may have placed orders that never shipped, requested refunds that were never issued, or hold an outstanding balance. Unlike a normal cancellation where you contact customer service, a company closure forces you to work directly with your bank or credit card issuer to stop charges and dispute transactions.

What the closure means for your account and payment method

The Modere website is inaccessible, telephone support numbers are non-functional and email support addresses no longer receive responses. Any active billing authorizations remain active in Modere's payment processor, which means your bank or card issuer may still see merchant requests for payment. This creates a unique problem: the company cannot process cancellations because it no longer operates, but payment infrastructure may continue to attempt charges. Your primary recourse is to contact your financial institution immediately to block further transactions and dispute any unauthorized charges that post after the closure date.

Your legal position under canadian consumer protection law

Canadian federal and provincial consumer protection law grants you specific rights when a company ceases operations or fails to deliver goods or services.

Consumer protections that apply to your situation

The Competition Act (federal) prohibits deceptive marketing and requires businesses to honour refund promises and satisfaction guarantees. The Consumer Protection Act (Ontario) and equivalent provincial legislation in other provinces require sellers to process refunds within a reasonable time, typically 30 days, when a customer requests cancellation or when goods are not delivered as promised. When Modere closed without processing outstanding refunds or cancelling active subscriptions, it violated these statutory duties.

Furthermore, the Interac e-Transfer system and credit card networks (Visa, Mastercard) both include chargeback and dispute mechanisms that protect you if unauthorized charges post after the company ceased operations. You are entitled to file a dispute with your financial institution within a defined timeframe, typically 120 days from the transaction date.

Your right to stop payment and dispute charges

You have the right to instruct your bank or credit card company to block all future merchant charges from Modere or any processor acting on its behalf. This is called a payment stop or merchant block, and it is free. If charges have already posted since April 11, 2025, you have the right to dispute them as unauthorized transactions. In Canada, your bank must acknowledge your dispute within 10 business days and must complete its investigation within 90 days. If the bank determines the charge was unauthorized or that the merchant failed to deliver the promised service, the bank must reverse the charge and credit your account.

Yafee advises all affected customers to document every charge, order confirmation and communication attempt with Modere, as this evidence strengthens your dispute claim.

Methods to stop Modere charges and cancel your subscription

Because Modere no longer operates, traditional cancellation channels are unavailable; your cancellation strategy must focus on blocking payment and disputing charges through your financial institution.

Step 1: contact your bank or credit card issuer immediately

1. Call the customer service number on the back of your credit card or debit card.
   • Tell the representative that Modere has ceased operations and you wish to cancel any active billing authorizations.
   • Request a merchant block on Modere or any processor linked to Modere subscriptions.
   • Ask the representative to flag your account so that any future Modere charges are automatically declined.
2. If charges have posted since April 11, 2025, initiate a formal dispute for each unauthorized transaction.
   • Provide your transaction date, merchant name (Modere or its processor), amount and order number.
   • Explain that Modere ceased operations and you did not authorize charges after that date.
   • Ask the bank to reverse the charges and credit your account.
3. Request written confirmation of the merchant block and the dispute case number.
   • Keep this documentation for your records and any future escalation.

Step 2: gather all documentation of your Modere account

1. Download or photograph all order confirmations, receipts and subscription agreements while you have access to your email.
   • Include the purchase date, order number, amount paid and any satisfaction guarantee or refund terms mentioned.
   • If you received any communication from Modere about the closure, save that as well.
2. Create a list of all charges that posted to your account related to Modere, including dates and amounts.
   • Cross-reference this list against your bank or card statement to identify any discrepancies.
3. Note any promised refunds that were never processed or goods that were never delivered.
   • This strengthens your dispute claim if your bank requires evidence of the company's failure to perform.

Step 3: submit a written dispute to your financial institution

1. Request the dispute form from your bank or card issuer, either by mail, email or through online banking.
   • Some institutions call this a Chargeback Dispute Form or Unauthorized Transaction Claim.
2. Complete the form with the following information:
   • Your full name and account number.
   • The transaction date, merchant name and amount for each disputed charge.
   • A brief explanation that Modere ceased operations on April 11, 2025 and you did not authorize charges after that date.
   • Confirmation that you requested a merchant block to prevent further charges.
3. Attach copies of your order confirmations, receipts and any bank statements showing the disputed charges.
   • Do not submit original documents; retain those for your records.
4. Send the dispute form by registered mail or email (if your bank accepts email disputes) so you have proof of delivery.
   • Keep the tracking number or email read receipt.

Step 4: follow up with your bank during the investigation

1. Your bank must acknowledge receipt of your dispute within 10 business days.
   • If you do not receive acknowledgment, call the bank and ask for a case reference number.
2. The bank will complete its investigation within 90 days and notify you of the outcome.
   • If the dispute is upheld, the bank will credit your account and provide a written explanation.
   • If the dispute is denied, the bank will explain why and provide information on how to appeal.
3. If your bank denies your dispute, escalate to the Financial Consumer Agency of Canada (FCAC).
   • The FCAC is a federal regulator that oversees banking practices and dispute handling.
   • Submit a complaint through the FCAC website (www.fcac-acfc.gc.ca) within one year of the disputed transaction.

Refund rights and recovery options after the closure

Modere's closure does not erase your right to a refund; it changes the mechanism by which you pursue it.

Refunds for orders never delivered

If you placed an order with Modere and the goods were never shipped or delivered, you are entitled to a full refund under the Consumer Protection Act. This right exists regardless of whether the company is operating. You have two recovery paths: first, dispute the charge through your bank (as outlined above); second, file a claim against any successor entity or insolvency trustee if Modere enters formal bankruptcy proceedings. Monitor court records in Ontario and your home province to see if a bankruptcy notice is filed.

Refunds for the 30-day satisfaction guarantee

Modere advertised a 30-day satisfaction guarantee on its website and in product materials. If you received goods but returned them within 30 days as permitted by that guarantee, and Modere never refunded your payment, you can dispute the charge as a failure of the promised guarantee. When you dispute the transaction, include a copy of the satisfaction guarantee terms from Modere's website or product packaging, along with proof that you returned the goods (shipping confirmation, tracking number). This documentation proves that Modere failed to honour its own refund policy.

What to do if your bank denies your dispute

If your bank initially denies your chargeback, you have the right to appeal. Request the bank's detailed written explanation of why it denied your claim. If the denial is based on insufficient evidence, gather additional documentation: screenshots of the Modere website showing the refund policy, email confirmations from Modere acknowledging receipt of returns, or evidence of attempted communication with the company. Resubmit your dispute with this additional evidence.

If the bank upholds its denial, file a complaint with the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent dispute resolution body that reviews banking complaints and can order financial institutions to overturn decisions. You can file a complaint within two years of the dispute decision. Yafee recommends keeping a detailed timeline of every step you take, as this strengthens your case with OBSI.

Pricing and refund comparison table

Common mistakes to avoid when dealing with modere's closure

Cancelling a subscription after a company closure is stressful, but you can protect your rights by avoiding these common errors.

Mistake 1: waiting to act on charges

Do not assume that charges will stop on their own or that the payment processor will detect the closure and halt billing. Contact your bank immediately upon learning that Modere has closed. The longer you wait, the more charges may post, and your dispute window may close. In Canada, you typically have 120 days from the transaction date to dispute a credit card charge, but some debit transactions have shorter windows. Act within the first 30 days of any post-closure charge to ensure you meet the deadline.

Mistake 2: not documenting your evidence

Your bank and the dispute resolution process depend on evidence. Save every order confirmation, receipt, email and website screenshot that shows Modere's refund policy or your subscription terms. Take screenshots of your bank statement showing the disputed charges. These documents are your strongest proof that Modere failed to deliver or refund. Without documentation, your dispute will lack the detail needed to convince the bank or OBSI that you are entitled to a refund.

Mistake 3: failing to request a merchant block

When you contact your bank, explicitly ask for a merchant block on Modere and any processor associated with it. Some banks will dispute individual charges but will not automatically prevent future charges unless you request this protection. This block is essential because payment processors sometimes continue attempting to charge accounts even after a company closure, especially if billing authorizations were set up on a recurring basis.

Mistake 4: not following up on your dispute status

Your bank is required to acknowledge your dispute within 10 business days and complete its investigation within 90 days, but you must verify that these deadlines are being met. Contact your bank proactively at day 15 and day 60 to confirm that your case is progressing. If the bank misses a deadline, escalate to the FCAC or OBSI immediately.

After cancellation: what happens next

Once you have filed your dispute and requested a merchant block, Modere's closure should no longer affect your finances, but you must monitor your account until the matter is fully resolved.

Monitoring your account for further charges

Check your bank statement weekly for the next 90 days to confirm that no further Modere charges appear. If a charge does post despite the merchant block, contact your bank immediately and report it. Each unauthorized charge can be disputed separately, and repeated charges after you requested a block strengthen your case if you need to escalate to OBSI or the FCAC.

Tracking the status of your dispute

Your bank will issue a dispute case number. Write this down and include it in any future correspondence. At day 60 and day 85 of the 90-day investigation window, call your bank and ask for a status update. Request a written decision even if the decision is unfavourable, so you have the option to appeal or escalate.

Pursuing claims through insolvency or bankruptcy

If Modere enters formal bankruptcy or insolvency proceedings, the court will appoint a trustee to manage the company's assets and pay creditors. Monitor the Ontario Court records or your provincial court system for any filing under Modere's legal name. If a bankruptcy is declared, you may submit a claim for your refund through the insolvency process. However, this is a slow process (typically 12 to 24 months) and you may recover only a fraction of your refund. Disputing the charge through your bank is usually faster and more reliable.

Checklist for cancelling Modere and recovering your refund

How to send formal cancellation correspondence to Modere

Although Modere has closed, sending formal written cancellation correspondence creates a documented record of your intention to cancel and may be required if you pursue a legal claim or appeal.

Sending cancellation by registered mail

Send a written cancellation letter to the Modere Returns Department at the following address. Use registered mail with a return receipt (also called a delivery confirmation card in Canada). This creates proof that you sent the letter and that Modere received it, which strengthens your claim if you later need to escalate to OBSI or pursue small claims court action.

Modere Returns Department
Mississauga, Ontario
Canada

Alternatively, contact the Canadian returns centre in Burlington:

Modere Returns Centre
Burlington, Ontario
Canada

In your letter, include the following information: your full name, account number, order number, subscription start date, subscription amount and cancellation request date. State clearly that you are cancelling all active subscriptions effective immediately due to the company closure. Request written confirmation of the cancellation and any refund owed. Keep a copy of the letter for your records.

Email as a secondary method

Because Modere's email support is non-functional, sending email will not guarantee receipt. Nevertheless, Yafee recommends sending the same letter via email to any Modere contact address you have on file (usually found in past order confirmations or customer service emails). This creates an additional record, even if the email is not delivered. Send the email to yourself as a copy so you have proof of when you sent it.

Why yafee recommends immediate action on your Modere charges

Yafee specializes in subscription cancellation disputes and company closure claims, and we have helped thousands of consumers recover refunds from merchants that ceased operations unexpectedly. The key to success is acting fast: contact your bank within days, gather documentation within a week and file your formal dispute within 30 days of the unauthorized charge. Delays reduce your chances of success because dispute windows close and evidence becomes harder to obtain.

Your legal rights under Canadian consumer protection law are clear: you are entitled to a refund for goods not delivered, services not provided and charges made after you requested cancellation. The Competition Act, provincial Consumer Protection Acts and banking regulations all protect you. The challenge is not your legal position but the speed and documentation with which you assert it.

Yafee's mission is to translate those legal rights into concrete action steps that you can take today. Whether you are dealing with a single unauthorized charge or a series of subscription billings, the process is the same: block payment, document the breach, dispute the transaction and escalate if necessary. Yafee has created resources and guides for every major subscription service in Canada, and we are committed to helping you recover money and cancel unwanted services. Start with the chargeback process outlined above, and contact your bank before the end of this week.