How to cancel your Prose subscription in ireland and recover your charges

What Prose is and why you might want to cancel

Prose is a personalised haircare and skincare brand that manufactures bespoke formulations tailored to your individual hair type, scalp condition and lifestyle needs. You complete an online diagnostic assessment, and Prose designs custom shampoos, conditioners, masks and supplements specifically for you. The service offers both one-time purchases and subscription models, with recurring orders providing a 15% discount in return for automatic shipments at intervals you choose during signup.

The appeal is compelling: genuine personalisation, premium ingredients and transparent sourcing practices. However, many Irish consumers report significant problems with their subscriptions, particularly around unexpected renewal charges, difficulty accessing cancellation options and delayed refunds. If you have experienced unwanted charges or struggled to pause or stop your Prose subscription, you are not alone. Yafee helps thousands of consumers navigate subscription cancellations and recover money owed to them each month.

Common reasons to cancel Prose

You might cancel for several legitimate reasons. Perhaps the formulation no longer suits your hair, or you have found a product elsewhere that delivers better results. You may have signed up for a one-time order that converted to a subscription without clear consent. You could be facing unexpected charges after believing you had cancelled. Or you simply want to pause and reassess your spending on premium haircare. Whatever your reason, you hold the right to cancel, and Yafee is here to guide you through the process with precision and clarity.

Prose subscription plans and pricing in ireland

Prose pricing varies by product type and whether you choose a one-time purchase or subscription. The table below shows approximate pricing converted to EUR for Irish customers based on publicly available information.

Subscriptions typically include free shipping to Irish addresses. Renewal frequency defaults to 4 weeks, but you can adjust this in your account settings at any time. Promotional codes or loyalty credits may alter these prices, so verify your actual charges in your account dashboard before cancelling.

Your consumer rights under irish law

Ireland's Consumer Rights Act 2015 (which transposes the European Consumer Rights Directive into Irish law) grants you strong protections when you buy goods or services online, including subscriptions. Understanding these rights puts you in control when dealing with Prose.

Distance selling and the 14-day cooling-off period

When you sign up for a Prose subscription online, you are entering a distance contract. Irish law gives you a 14-day cooling-off period from the date of purchase during which you can cancel and receive a full refund, with no penalty and no explanation required. This right applies to your first order and any subsequent renewal charges you dispute within 14 days of purchase.

Your legal position: Under section 19 of the Consumer Rights Act 2015, the trader (Prose) must refund all payments you have made within 14 days of receiving your cancellation notice, minus the cost of return shipping if you chose to receive goods before cancellation. You do not need to provide a reason.

Unfair contract terms and transparency obligations

Prose must present subscription terms in plain, intelligible language before you confirm your order. The cancellation procedure, frequency of billing, costs and renewal terms must be transparent and easy to understand. If Prose has buried cancellation instructions or made the process unnecessarily difficult, those terms may be unfair under the Consumer Rights Act 2015.

Furthermore, Prose must remind you of the cancellation deadline and your right to cancel before charging you for a renewal. If they have not done so, they may have breached their legal obligations, and you have grounds to dispute the charge.

Unfair commercial practices and misrepresentation

If Prose marketed a one-time purchase as a limited offer but converted it to a subscription without explicit consent, this may constitute an unfair commercial practice under the Consumer Protection from Unfair Trading Regulations 2008. In such cases, you can demand a full refund regardless of the 14-day window.

How to cancel your Prose subscription step by step

Cancelling your Prose subscription requires you to take deliberate action through your account or by contacting their support team directly. Follow the steps below to ensure your cancellation is processed and confirmed.

Step 1: log into your Prose account online

1. Visit the Prose website and log in using your email address and password.
2. Navigate to "My Account" or "Subscriptions" (the exact label may vary).
3. Locate your active subscription or renewal date.
4. Take a screenshot or note the date, product name and price for your records.

Step 2: look for the cancellation or pause option

1. Within your subscription settings, find the "Cancel", "Pause" or "Manage Subscription" button.
2. Read any confirmation message carefully; Prose may offer discounts or pause options before allowing cancellation.
3. Select "Cancel subscription" (not "Pause" unless you only want to delay the next shipment).
4. Note the exact date and time you submit the cancellation request.

Step 3: document your cancellation confirmation

1. Prose should display a confirmation message on screen stating "Your subscription has been cancelled".
2. Screenshot this confirmation page and save it to your device.
3. Check your email inbox (including spam) for a cancellation confirmation email from Prose within 24 hours.
4. If no email arrives, contact Prose support immediately to request written confirmation.

Step 4: contact Prose support if you cannot cancel online

If the online cancellation option is unavailable or you encounter errors, contact Prose support directly.

1. Locate Prose's customer support email or contact form on their website.
2. Write a clear, dated email stating your intention to cancel, including your account email address, order number and the subscription product you wish to cancel.
3. Use formal language and request written confirmation: "I formally request cancellation of my Prose subscription effective immediately. Please confirm this cancellation in writing within 48 hours."
4. Send the email and retain a copy for your records.
5. If Prose does not respond within 48 hours, send a follow-up email marked "URGENT: Cancellation Request - Second Notice".

Step 5: monitor your bank account for the next 5 business days

1. Check your bank or payment card statement for any pending Prose charges.
2. If a charge appears after you have cancelled, note the date, amount and transaction reference.
3. Do not assume the charge will reverse automatically; proceed to the refund section below if this occurs.

What happens after you cancel

Once you cancel your Prose subscription, the following timeline applies in Ireland.

Immediate effects of cancellation

Your subscription stops, and no further automatic charges should occur. If your cancellation was processed before Prose's payment run (typically midnight on your renewal date), you will not be charged for the next shipment. Consequentially, you will not receive any further Prose products unless you place a new one-time order.

If you have physical items that were shipped before your cancellation was processed, you retain ownership of those goods. You are not required to return them unless Prose explicitly offers a return option as part of a refund process.

Refund timeline and procedures

If you cancelled within 14 days of a charge and that charge was the only transaction, Prose must refund you within 14 days of receiving your cancellation notice. In practice, refunds typically appear in your bank account within 5 to 10 business days, but banks may take up to 14 days to process the credit.

If you cancelled after 14 days of a charge, you can still request a refund if you believe the charge was made without consent or if Prose failed to remind you of the upcoming renewal as required by law. Submit this request in writing and reference the Consumer Rights Act 2015 section 20.

What to do if a refund does not arrive

1. Wait 10 business days from the date you cancelled before escalating further.
2. Check your spam and junk email folders for a refund confirmation email from Prose or your bank.
3. Log into your bank account and check transaction history; the refund may be pending or have posted under a slightly different description.
4. If 10 business days have passed and the refund has not appeared, contact Prose support again in writing, referencing your original cancellation date and requesting confirmation of the refund status and expected date.
5. If Prose does not refund within 14 days of your cancellation request, you have the right to escalate to the Irish consumer protection authority.

Escalating a complaint if Prose refuses to cancel or refund

If Prose ignores your cancellation request, denies your refund claim or continues charging you after cancellation, you have legal remedies available in Ireland.

Step 1: send a formal complaint letter

1. Write a dated letter (email is acceptable) to Prose's customer service address setting out your complaint clearly.
2. State the date you attempted cancellation, the charge amount, and the legal basis for your refund claim (Consumer Rights Act 2015, section 20).
3. Demand a response within 14 days and threaten escalation to the Competition and Consumer Protection Commission (CCPC) if they do not comply.
4. Keep a copy of this letter and any response for evidence.

Step 2: escalate to the competition and consumer protection commission (CCPC)

The CCPC is Ireland's statutory consumer protection authority. If Prose does not resolve your complaint within a reasonable timeframe, you can lodge a formal complaint with the CCPC.

1. Visit the CCPC website (ccpc.ie) and complete their online complaint form.
2. Provide your cancellation documentation, email correspondence with Prose and evidence of the disputed charge.
3. The CCPC will investigate on your behalf and may compel Prose to refund you or confirm your cancellation.
4. CCPC complaint handling is free and does not require legal representation.

Step 3: dispute the charge with your bank or payment provider

Simultaneously, you can initiate a chargeback or dispute with your bank or credit card company.

1. Contact your bank's fraud or dispute department and explain that you cancelled a subscription but were charged without consent.
2. Provide your cancellation confirmation, email evidence and the disputed transaction reference.
3. Your bank will open a dispute investigation and may reverse the charge pending Prose's response.
4. This process typically takes 15 to 30 days but protects you from further losses while the dispute is ongoing.

Common mistakes to avoid when cancelling

Cancelling a subscription should be straightforward, but Prose's process can trip up even careful consumers. Here are the pitfalls Yafee sees regularly.

Mistake 1: confusing "pause" with "cancel"

Many subscription services offer a pause option that temporarily stops shipments but keeps your subscription active. If you select "Pause" instead of "Cancel", your subscription will restart automatically after the pause period ends, and you will be charged again. Always select "Cancel subscription" explicitly, not "Pause subscription".

Mistake 2: not obtaining written confirmation

Verbal confirmation or a confirmation screen is not enough. If your cancellation was processed online, take a screenshot immediately and forward it to your email for safekeeping. If Prose does not send an email confirmation within 24 hours, email their support team requesting written proof that your subscription has been cancelled. This evidence is essential if a dispute arises later.

Mistake 3: cancelling after the renewal date has passed

If your renewal date is tomorrow and you cancel today, Prose may charge you today before processing your cancellation request. Check your renewal date before cancelling and aim to cancel at least 2 days before that date. If you miss this window, you have 14 days to request a refund under the cooling-off right.

Mistake 4: assuming cancellation prevents all future charges

Prose occasionally processes pending charges even after cancellation if the payment run has already commenced. Monitor your account for 7 days after cancellation to confirm no further charges have posted. If a charge appears after cancellation, immediately request a refund in writing and cite the Consumer Rights Act 2015.

Mistake 5: deleting emails or account access

Keep all cancellation confirmations, refund correspondence and account statements for at least 12 months. If Prose disputes your cancellation later or a charge reappears, these records are your proof. Do not close your Prose account immediately after cancellation; retain access for 14 days to verify no unexpected charges have posted.

Your refund rights and recovery process

Yafee understands that securing a refund after cancellation can feel uncertain. Irish consumer law is clear on your entitlements, and this section sets out exactly what you can claim and how to recover it.

What you can claim a refund for

How refunds are processed

Prose typically refunds via the original payment method (your bank account, credit card or digital wallet). The refund appears as a credit in your bank account, not as a reversal of the original charge. Some banks display refunds as pending credits for 1 to 3 business days before the funds become available for use.

If you paid by bank transfer, the refund may take longer if Prose's bank processes transfers only on business days. Do not assume a delay means the refund has been refused; contact your bank to confirm whether the refund is pending.

Comparing cancellation with account suspension or product switching

Before you finalise cancellation, consider whether an alternative option better suits your needs.

If you are uncertain about cancelling, pause your subscription for 30 days instead. This gives you time to find an alternative product and test it without losing your 15% discount. When you resume, you can resume immediately or allow it to expire. If you decide Prose is not right for you, you can then cancel without time pressure.

Contact Prose directly for support

If you have attempted cancellation without success or have questions about your account, contact Prose's support team in writing. Yafee recommends email as the primary method because it creates a documented record of your request, which is essential for disputes.

How to contact Prose

1. Visit the Prose website and navigate to the "Contact Us" or "Help" section.
2. Use their online contact form or locate their support email address.
3. Include your account email, full name and the date you created your subscription.
4. State clearly: "I request cancellation of my Prose subscription effective immediately" and ask for written confirmation within 48 hours.
5. Send the email and retain a copy with the timestamp for your records.

If Prose does not respond to your cancellation request within 48 hours, escalate to the CCPC using the procedure outlined in the earlier section. In accordance with Irish consumer protection law, a company's failure to respond to a cancellation request within a reasonable timeframe is itself a breach of consumer rights, and the CCPC can compel compliance.

Key steps: your cancellation checklist

Use this checklist to ensure you have completed every step necessary to cancel your Prose subscription successfully and protect yourself from future charges.

1. Record your subscription details:
   • Account email address
   • Subscription product name and price
   • Current renewal date and billing frequency
   • Any promotional discount or loyalty credit applied
2. Attempt online cancellation:
   • Log into your Prose account
   • Navigate to subscriptions and select "Cancel"
   • Screenshot the confirmation screen immediately
   • Note the exact date and time of cancellation
3. Verify cancellation in writing:
   • Check for a confirmation email from Prose within 24 hours
   • If none arrives, email support requesting written confirmation
   • Save all email correspondence to a dedicated folder
4. Monitor your account:
   • Check your bank statement daily for 7 days after cancellation
   • Alert your bank immediately if a charge appears after cancellation
5. Claim a refund if necessary:
   • If charged after cancellation, contact Prose in writing within 14 days, citing the Consumer Rights Act 2015
   • Provide your cancellation confirmation as evidence
   • Request a refund and confirm receipt in writing
6. Escalate if Prose does not respond:
   • Lodge a complaint with the CCPC if Prose does not refund within 14 days
   • Simultaneously, dispute the charge with your bank
   • Keep all evidence organised and readily available

Summary: your path to a successful cancellation

Cancelling your Prose subscription is your right under Irish consumer law. The Consumer Rights Act 2015 protects you from unwanted charges, guarantees a 14-day cooling-off period and requires Prose to make cancellation straightforward and transparent. Nevertheless, many consumers encounter delays or resistance when attempting to cancel. Yafee has guided thousands of Irish consumers through subscription cancellations, refund claims and escalations to the CCPC, and we understand the frustration this causes.

Your cancellation is most likely to succeed if you (1) act before your renewal date, (2) obtain written confirmation immediately, (3) monitor your bank account for 7 days afterward, and (4) escalate to the CCPC if Prose refuses to honour your cancellation or refund claim. You do not need legal representation for this process; the consumer protection framework in Ireland is designed to empower you to act independently.

If you remain uncertain about any step, or if Prose disputes your cancellation claim, contact Yafee or the Competition and Consumer Protection Commission. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover charges they believed were lost forever. Your money is recoverable, and your cancellation is enforceable. Take action today, document every step, and reclaim control of your spending.