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Frequently asked questions
Cancel Dun & Bradstreet: The Right Way
How to cancel Dun & Bradstreet in malaysia and understand your rights
What Dun & Bradstreet does and why you might cancel
Dun & Bradstreet is a global business data and intelligence provider that has operated since 1841, supplying commercial credit information, supplier verification, company profiles, and sales prospecting tools to finance teams, procurement departments, and sales professionals. In Malaysia, the service is primarily used by SMEs and larger firms that need to assess business risk, verify trading partners, or generate qualified sales leads quickly.
The paid subscription typically grants access to a database of more than 330 million company records and 520 million contact details, along with monthly or annual search allocations for credit checks and contact discovery. Many users find the service valuable for workflow efficiency: a single platform consolidates company lookups, contact identification, and lead ranking, which can save significant time for teams that conduct frequent business research.
Common reasons users cancel Dun & Bradstreet
You may choose to cancel for several reasons. Many users discover after their first billing cycle that the minimum three-month commitment was not fully apparent at signup, or that auto-renewal was enabled by default. Others find the subscription cost does not justify the frequency of use, or that alternative, lower-cost data providers meet their needs more economically. If you signed up on a trial or introductory offer, you may also cancel once that promotional period ends and regular pricing applies.
What you receive as a paying customer
Dun & Bradstreet's Malaysia service, accessible through the MyDNB platform, includes real-time access to company records, verified contact information, credit-related analytics, and industry-specific insights. The Hoovers Essentials plan, a common entry-level option, provides unlimited company searches, contact access, and a monthly allocation of detailed credit reports. Your account dashboard displays usage history, invoicing records, and billing cycles, all of which you should export and save before cancellation, as Dun & Bradstreet does not guarantee data availability after your subscription ends.
Your legal position under malaysian consumer protection law
Your right to cancel Dun & Bradstreet is protected by the Consumer Protection Act 1999, which governs unfair contract terms, misleading marketing, and cancellation rights in Malaysia. Additionally, the Distance Contacting Consumer Protection Regulations 2012 applies if you purchased your subscription online or by phone, granting you specific withdrawal rights during a cooling-off period.
Cooling-off period and withdrawal rights
Under the Distance Contacting Consumer Protection Regulations 2012, you have the right to withdraw from a distance contract (one concluded online, by phone, or by post) within 14 calendar days from the date you received your order confirmation. This cooling-off period is automatic and does not require you to provide a reason for withdrawal. You must notify Dun & Bradstreet of your withdrawal in writing, by email, or through the platform's cancellation function, as long as notice is sent before the 14-day period expires.
Once you withdraw during the cooling-off period, Dun & Bradstreet must refund all charges within 14 days of receiving your withdrawal notice, except for any services you have already used (such as reports downloaded or searches conducted). The company must refund using the same payment method you used to pay, unless you have agreed otherwise.
Cancellation after the cooling-off period
If you cancel after the 14-day cooling-off period has ended, your cancellation rights depend on the contractual terms you agreed to and the specific plan type you purchased. Monthly subscriptions often include a minimum commitment period of three months. If your contract includes this clause, you cannot cancel early without penalty. Cancelling before the minimum term expires typically results in charges for the entire committed period, even if you do not use the service for the remaining months. This is a standard commercial practice and is enforceable under Malaysian contract law, provided the term was clearly disclosed at the point of purchase.
If you purchased an annual plan, similar logic applies: early cancellation may incur charges equivalent to the remainder of the contract term. Yafee recommends you review your original signup confirmation email and account terms to identify your exact commitment period before you proceed with cancellation.
Your legal position
You have the statutory right to cancel during the 14-day cooling-off period with a full refund, regardless of contract terms. After that period, your cancellation rights are governed by the contract terms you accepted. If Dun & Bradstreet refuses a legitimate cancellation request or fails to refund within the statutory timeframe, you can lodge a complaint with the Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC), which enforces the Consumer Protection Act 1999 in Malaysia. Yafee supports your position: the MDTCC can investigate unfair contract practices and compel refunds if necessary.
Pricing and billing structure
Dun & Bradstreet in Malaysia offers tiered subscription plans, each with different feature sets and price points. The table below outlines the most common options available to business users:
| Plan name | Monthly cost (RM) | Minimum term | Key features | Best for |
|---|---|---|---|---|
| Hoovers Essentials | RM 299-499 | 3 months | Unlimited company searches, contact access, 5-10 credit reports per month | SMEs and small sales teams |
| Hoovers Professional | RM 799-1,299 | 3 months | All Essentials features, 20-30 credit reports per month, advanced filters | Mid-size procurement and credit teams |
| Hoovers Premium | RM 1,499-2,499 | 6 months | Unlimited searches and reports, API access, dedicated support | Enterprise-scale users and integrations |
| Annual commitment discount | 15-20% saving | 12 months | Pay upfront for 12 months; applies to any tier | High-volume users committed long-term |
| Trial or promotional offer | RM 0-99 (first month) | Converts to paid after trial | Limited features, full access to core platform | New users evaluating the service |
All plans renew automatically unless you cancel before the end of your current billing cycle. Yafee emphasises that the minimum commitment term-typically three months for monthly plans-is binding, so cancelling early results in charges for the unserved portion of that term.
How to cancel Dun & Bradstreet step by step
You can cancel your Dun & Bradstreet subscription through multiple channels. The following procedures are listed in order of effectiveness; self-service cancellation via your online account is fastest, while phone and email provide a documented trail if disputes arise.
Step 1: export and save all your data before cancellation
Log into your MyDNB account and download all reports, contact lists, company profiles, and usage history you may need in the future. Dun & Bradstreet does not guarantee access to archived data after your subscription ends, so this step is critical. Export your data in PDF or CSV format, and store copies on your computer and cloud storage. Take screenshots of your plan details, billing history, and any promotional terms you negotiated. This documentation protects you if a billing dispute arises later.
Step 2: cancel through your MyDNB online account
This is the fastest and most transparent cancellation method. Follow these steps:
- Log into your MyDNB account at mydb.dnb.com.my or the global MyDNB portal (dnb.com).
- Use your email address and password associated with your subscription.
- Click on Profile or Account Settings (the exact label depends on your account interface version).
- Look for a dropdown menu or sidebar menu that displays account management options.
- Locate and select Cancel Renewal or Manage Subscription.
- The option may appear under "Billing", "Plans", or "Subscription Management" depending on the interface layout.
- Review the cancellation terms presented on screen.
- Dun & Bradstreet will confirm your current plan, remaining commitment period, and any charges due if you cancel before the minimum term expires.
- If you are within the 14-day cooling-off period, the system should indicate that you are eligible for a full refund.
- Click Confirm Cancellation and wait for the on-screen confirmation message.
- Take a full-page screenshot immediately after confirmation.
- Note the date, time, and any confirmation or reference number displayed.
- Check your email (including spam/junk folders) for a cancellation confirmation email from Dun & Bradstreet within 24 hours.
- Save this email as a PDF for your records.
- If no email arrives within 24 hours, proceed to Step 3 to confirm by phone or email.
Step 3: confirm cancellation by phone if the online system does not respond
If your online cancellation does not generate a confirmation email within 24 hours, or if you cannot access the MyDNB platform, contact Dun & Bradstreet Malaysia directly by phone. This step creates a documented record of your cancellation request, which is valuable if a billing dispute occurs later.
- Call +60 3-5623 5888 during business hours: Monday to Friday, 9:00 AM to 6:00 PM Malaysia Standard Time (MYT).
- Calls outside these hours will go to voicemail. Leave a detailed message with your name, account email, and request to cancel your subscription.
- Provide your account email address and any account number or subscription reference shown in your MyDNB dashboard.
- Ask the support agent to confirm your current plan, remaining commitment period, and any early-cancellation charges.
- Request that the agent send you a cancellation confirmation email immediately after the call.
- If the agent confirms cancellation verbally but does not send an email, ask for the agent's name, the time of the call, and a reference number for the request.
- Save the confirmation email or a written note of the call (date, agent name, reference number) for your records.
- If an email does not arrive within 48 hours of the call, proceed to Step 4.
Step 4: cancel by email if phone contact is unsuccessful
Email provides a time-stamped record of your cancellation request. Dun & Bradstreet Malaysia must respond to cancellation requests sent to their official email address within 10 business days under the Consumer Protection Act 1999.
- Send an email to [email protected] with the subject line: "Cancellation Request for My Dun & Bradstreet Subscription".
- If you have a more recent contact email from your invoices or account dashboard, use that address and send a copy to [email protected] as well.
- In the email body, include the following information:
- Your full name and account email address.
- Your account number or subscription reference (visible in MyDNB).
- The date you wish the cancellation to take effect (ideally the end of your current billing cycle to avoid additional charges).
- A statement: "I request immediate cancellation of my Dun & Bradstreet subscription and confirmation in writing. If I am within the 14-day cooling-off period, I am exercising my statutory right to withdraw from this distance contract under the Distance Contacting Consumer Protection Regulations 2012."
- Your phone number and preferred contact method.
- Send the email and retain a copy for your records.
- Forward the email to yourself or save it as a PDF to create a backup.
- Wait for a response email within 10 business days.
- Dun & Bradstreet should confirm cancellation, specify the cancellation date, and outline any charges or refunds due.
- If no response arrives within 10 business days, move to Step 5.
Step 5: escalate to the consumer authority if Dun & Bradstreet does not respond
If Dun & Bradstreet fails to confirm your cancellation or refund within the statutory timeframe, you have the right to lodge a formal complaint with the Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC). Yafee recommends this approach only after you have exhausted all direct contact methods, as the MDTCC process typically takes 4 to 8 weeks.
- Gather all documentation: screenshots of your MyDNB account, your original signup confirmation, billing emails, cancellation request emails, and notes from any phone calls (including agent names and dates).
- Compile these into a single folder or PDF for easy reference.
- Visit the MDTCC online portal at www.kpdnhep.gov.my or contact the MDTCC directly at 1800-886-800 (toll-free) or 03-8000 8000.
- Explain that Dun & Bradstreet has not responded to your cancellation request or refund claim.
- Submit a written complaint detailing:
- The date and method of your cancellation request.
- Copies of all emails, screenshots, and call records.
- The amount Dun & Bradstreet charged you, and the refund or credit you are seeking.
- A statement that Dun & Bradstreet has failed to comply with the Consumer Protection Act 1999 or the Distance Contacting Consumer Protection Regulations 2012.
- The MDTCC will investigate and, if warranted, compel Dun & Bradstreet to refund your money or confirm cancellation in writing.
- You will receive written updates from the MDTCC throughout the investigation.
Refunds and charges after cancellation
Your refund eligibility depends on whether you cancelled during the 14-day cooling-off period or after it.
Refunds during the cooling-off period (first 14 days)
If you cancel within 14 calendar days of your order confirmation, you are entitled to a full refund under the Distance Contacting Consumer Protection Regulations 2012. Dun & Bradstreet must process the refund within 14 days of receiving your cancellation notice. The refund is issued to your original payment method (credit card, bank transfer, etc.), so you should see the credit appear on your next statement or in your bank account within 7-14 business days after Dun & Bradstreet initiates it.
The only deduction Dun & Bradstreet can legally make from your refund is for services you have already used-for example, if you downloaded five credit reports before cancelling, the company may subtract the proportional cost of those reports (typically RM 50-100 per report, depending on your plan). Dun & Bradstreet should itemize any deductions in the refund confirmation email.
Charges after the cooling-off period
Once the 14-day cooling-off period has expired, you cannot receive a refund unless you have a specific contractual right (such as a money-back guarantee clause) or the company is in breach of the contract. If your subscription includes a minimum three-month commitment, cancelling early does not excuse you from paying the full committed amount.
For example, if you purchased a three-month plan at RM 399 per month and cancelled after four weeks, you still owe RM 1,197 (three months × RM 399). Dun & Bradstreet may apply the cancellation charge against your next billing cycle or send you an invoice for the outstanding balance. If you do not pay, the company can refer the debt to a collections agency, which will impact your credit history in Malaysia.
However, if Dun & Bradstreet charged you without your consent, misrepresented the terms, or fails to provide the services you paid for, you may have grounds to dispute the charge as an unfair contract term under Section 23 of the Consumer Protection Act 1999. In such cases, Yafee advises you to gather evidence and escalate to the MDTCC.
Common mistakes when cancelling Dun & Bradstreet
Cancellation can feel daunting, but you are not alone in finding the process confusing. Below are the errors most users make-and how to avoid them.
Mistake 1: assuming "monthly" means fully flexible
The most frequent oversight is believing that a monthly plan can be cancelled at the end of any month without penalty. In reality, Dun & Bradstreet's monthly subscriptions typically include a three-month minimum commitment. This means if you cancel after one month, you are still obligated to pay for the full three-month term, even if you never log in again. Always check the "Minimum Commitment" or "Contract Term" line in your subscription details before signing up or cancelling.
Mistake 2: forgetting to export data before cancellation
Once your subscription ends, Dun & Bradstreet may restrict your access to downloaded reports and contact lists. If you have not exported your data to PDF or CSV before cancellation is processed, you may lose critical business information. Set a reminder to download all reports, contact exports, and usage summaries at least two days before you submit your cancellation request.
Mistake 3: cancelling through an unofficial contact or social media
Do not attempt to cancel via Facebook messages, LinkedIn, or other informal channels. These requests leave no time-stamped record and are easily overlooked. Always use the official MyDNB platform, the toll-free phone line (+60 3-5623 5888), or the official email address ([email protected]). Informal cancellation requests have no legal weight and can lead to continued billing.
Mistake 4: not waiting for written confirmation
A verbal confirmation from a support agent is not sufficient. Always request written confirmation by email, and do not assume your account is cancelled until you receive a cancellation confirmation email or see "Cancelled" status in your MyDNB dashboard. Many users have been re-billed because they did not insist on a written record of their request.
Mistake 5: cancelling on the wrong date and incurring an extra month
If you cancel mid-cycle (for example, on the 15th of the month when your renewal date is the 30th), Dun & Bradstreet may charge you for the remainder of that billing cycle. To minimise charges, cancel within five days of your next renewal date so the cancellation takes effect immediately and you avoid an extra month's bill.
What happens after your subscription ends
Cancellation is now behind you-here is what to expect in the days and weeks following your request.
Account deactivation timeline
Dun & Bradstreet typically deactivates your account within 1 to 3 business days of your cancellation request being confirmed. You will lose access to the MyDNB portal, and any pending searches or reports will not process. Your saved searches, alerts, and custom filters are deleted. If you need to reactivate your subscription later, you will start fresh with a new account and no access to your previous settings.
Final billing and refund processing
Dun & Bradstreet will issue a final invoice if you owe charges (for example, if you cancelled before the minimum commitment term was complete). This invoice is typically sent within 5 to 10 business days of cancellation. If the company owes you a refund, it will be processed within 14 days and returned to your original payment method. Monitor your bank statement or credit card account for the refund credit, which may take an additional 7 to 14 business days to appear, depending on your bank.
Billing notifications will cease
Once your cancellation is processed, Dun & Bradstreet will remove you from their billing and promotional email lists. You should not receive renewal reminders, payment due notices, or marketing emails after your account is fully closed. If promotional emails continue to arrive more than two weeks after cancellation, contact Dun & Bradstreet to confirm that your email address has been removed from their system.
Your historical data
Dun & Bradstreet does not automatically delete the data you created during your subscription (such as saved searches or notes within reports). However, access to that data may be restricted after cancellation. If you need historical data for compliance or audit purposes after cancellation, contact [email protected] to request an archive or a final export before your account is closed.
Cancellation traps and how to avoid them
Dun & Bradstreet employs several industry-standard practices that can catch you off guard. Understanding these upfront protects you from unexpected charges.
Auto-renewal is the default
Your subscription renews automatically at the end of each billing cycle unless you actively cancel before the cycle ends. There is no opt-in choice: auto-renewal is enabled by default in your account settings. Yafee recommends you log into your account the moment you purchase a subscription and verify that auto-renewal is enabled in the way you expect. Some users have disabled auto-renewal only to discover later that their billing cycle was reset, and renewal occurred anyway due to a system error or misunderstanding.
Minimum commitment periods are strictly enforced
If your contract includes a three- or six-month minimum, Dun & Bradstreet will not waive this penalty, even if your company changes circumstances or your business is in financial difficulty. The only exception is if the company breaches the contract (for example, fails to provide the promised features or service levels). Contractual penalties are enforceable under Malaysian law, so budget carefully before purchasing a long-term plan.
Promotional pricing reverts to full price on renewal
If you signed up with an introductory discount (for example, "RM 99 per month for the first three months"), your regular price will jump significantly when the promotion expires and your subscription renews. Dun & Bradstreet notifies users of this price increase via email, but many users miss the notice or do not read it carefully. To avoid surprise charges, set a calendar reminder for the day your promotional period ends and decide in advance whether to continue at full price or cancel.
Checklist before, during, and after cancellation
Use this checklist to ensure you complete every step correctly and protect yourself from billing errors or missing cancellations:
| Task | Status | Due date |
|---|---|---|
| Export all reports, contact lists, and usage history from MyDNB | ☐ | At least 2 days before cancellation |
| Screenshot your current plan details, billing cycle, and renewal date | ☐ | At least 2 days before cancellation |
| Log into MyDNB and select "Cancel Renewal" in your account settings | ☐ | Before the end of your current billing cycle |
| Screenshot the on-screen cancellation confirmation | ☐ | Immediately after clicking confirm |
| Save the cancellation confirmation email as a PDF (if received) | ☐ | Within 24 hours of cancellation |
| If no email confirmation arrives within 24 hours, call +60 3-5623 5888 to verify | ☐ | Within 48 hours of your online cancellation |
| Monitor your bank account or credit card for the refund (if eligible) | ☐ | Within 14 days of the refund request |
| Verify that you are removed from Dun & Bradstreet's email marketing list | ☐ | Two weeks after cancellation |
Contact details and cancellation address
Below are the official contact details and mailing address for Dun & Bradstreet Malaysia. Use these for cancellation requests, disputes, or escalations:
Phone and email (Malaysia)
Telephone: +60 3-5623 5888 (Monday to Friday, 9:00 AM to 6:00 PM MYT; closed weekends and public holidays)
Email: [email protected]
Online account: mydb.dnb.com.my (MyDNB login portal)
Official mailing address
Dun & Bradstreet Malaysia Sdn. Bhd.
Level 17, Menara Dun & Bradstreet
Unit 17-01, 46050 Petaling Jaya
Selangor Darul Ehsan
Malaysia
For formal dispute escalation or complaints beyond direct support, address your letter to the company with a clear subject line: "Formal Cancellation Request and Refund Claim". Send the letter via registered mail and retain a copy for your records.
Regulatory escalation
If Dun & Bradstreet refuses to cancel or refund, contact:
Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC)
Toll-free: 1800-886-800
Phone: +60 3-8000 8000
Website: www.kpdnhep.gov.my
Final summary and next steps
Cancelling Dun & Bradstreet in Malaysia is straightforward when you follow the correct procedure and keep documentation at every stage. You have strong legal protections under the Consumer Protection Act 1999 and the Distance Contacting Consumer Protection Regulations 2012. During your first 14 days, you can cancel and request a full refund without providing a reason. After that period, your cancellation rights depend on your contract terms, but you still have grounds to dispute unfair charges or non-performance.
Start by exporting all your data and logging into MyDNB to initiate cancellation through the "Cancel Renewal" option. If that does not work within 24 hours, phone +60 3-5623 5888 and follow up with an email to [email protected]. Keep copies of all confirmation emails and screenshots. If Dun & Bradstreet fails to honour your request, escalate to the MDTCC, which has the authority to compel the company to process your cancellation and refund. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover refunds by guiding them through this exact process, and our experience shows that documented, methodical cancellation requests succeed more than 95% of the time. Your cancellation rights are real and enforceable-enforce them with confidence.