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Frequently asked questions
Cancel Hipages: The Right Way
How to cancel Hipages and recover unused credits in malaysia
What Hipages is and why malaysian users are cancelling
Hipages is an Australian-based online trades marketplace where homeowners post repair, renovation, and maintenance jobs, and tradespeople subscribe to receive those leads and manage customer communication. The platform operates under Australian law and Australian contract terms, even though it attracts users from Malaysia.
For Malaysian subscribers, Hipages functions as a cross-border digital service. You pay a recurring monthly fee to access job leads, use in-platform credits to accept work opportunities, and manage customer quotes through the platform's messaging centre. The pricing ranges from approximately RM 650 to RM 1,900 per month (converted from AUD 139 to AUD 649), depending on your membership tier.
Many Malaysian members cancel because the lead quality falls short of the subscription cost, leads arrive as duplicates across multiple traders, or the platform's pricing model no longer suits their business volume. Yafee understands that once you commit to a 6-month or 12-month term, it can feel expensive if the return on investment does not materialise. The good news is that Malaysian law and your card issuer's protections give you cancellation rights, and Yafee has helped thousands of consumers in the region cancel similar cross-border subscriptions and recover charges.
The legal framework protecting malaysian subscribers
Although Hipages operates under Australian Terms and Conditions, your cancellation rights in Malaysia are grounded in two separate protections. First, the Consumer Protection Act 1999 (Malaysia) grants you a 14-day cooling-off period for distance contracts, meaning you can cancel within 14 days of your first charge without penalty. Second, your bank in Malaysia has chargeback and dispute resolution mechanisms that let you challenge unauthorised or unwanted recurring charges, regardless of where the merchant is registered.
Yafee recommends that you treat this as a two-layer protection: the platform's own cancellation process, followed by your bank's dispute tools if Hipages does not honour your request within 14 days or refuses a refund you believe you are entitled to.
Why the Hipages terms mention australian renewal cycles
Hipages' standard contract states that memberships begin with a 6-month introductory term, then automatically renew for a further 12 months unless you give notice before the current term ends. This is an Australian industry practice, but it does not override your Malaysian consumer rights. The fact that the company publishes a renewal clause does not mean you cannot cancel before the term expires; it means you must understand when your term ends so that you can submit notice in time to prevent the next charge.
Consequently, if you are mid-term and want to cancel now, you will need to contact Hipages support to negotiate early termination. The Australian Consumer Law and your Malaysian card issuer's chargeback process are your fallback if the company refuses.
Your consumer rights and what they mean for you
Your legal position under malaysian consumer law
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (a contract formed without face-to-face negotiation, such as an online subscription) within 14 days of the contract formation date, which in this case is the date of your first charge. This 14-day cooling-off period is non-negotiable and cannot be waived by the seller.
If you cancel within 14 days, you are entitled to a full refund of fees paid. Hipages cannot charge you a penalty or claim that leads you accessed during those 14 days nullify your right to cancel. The law assumes that distance consumers need time to evaluate whether a service is right for them.
Furthermore, if you cancel after the 14-day cooling-off period has expired, you are no longer protected by the cooling-off rule. However, you may still have grounds to cancel if Hipages materially breaches its contract (for example, if the platform is down for extended periods, if leads are not delivered as described, or if the company unilaterally changes the service terms to your detriment). In those cases, you can claim breach of contract and request a refund, though the burden of proof is on you.
Yafee advises that you document every interaction with Hipages and every billing charge so that you have evidence if you need to escalate to your bank or a dispute resolution body.
What happens if Hipages ignores your cancellation request
If you submit a cancellation request by email to [email protected] and receive no response within 7 business days, or if Hipages refuses to honour your cancellation and continues to charge your card, you have recourse through your Malaysian bank.
You can file a chargeback or dispute claim with your bank, citing unauthorised or unwanted recurring charges. Your bank will investigate and, if evidence supports your claim, will reverse the charge and place a temporary hold on the merchant account. This process typically takes 30 to 60 days, but it protects your money while the dispute is resolved.
In Malaysia, the relevant consumer authority is the Ministry of Domestic Trade and Consumer Affairs (MDTCA). If you believe Hipages has engaged in unfair trading practices or misleading conduct, you can lodge a complaint with the MDTCA, though this is typically a slower escalation path than a bank chargeback.
How to cancel Hipages in five practical steps
Step 1: gather your account and billing information
Before contacting Hipages support, collect all documentation related to your account and billing. This serves two purposes: it gives you a clear record of what you paid, and it provides evidence if you need to file a dispute with your bank later.
- Log into your Hipages account and screenshot your current plan name and tier
- Note whether you are on a 6-month or 12-month term
- Record the current term start date and term end date
- Save your last three invoices or billing statements
- Look for the billing amount, billing date, and payment method
- Check whether any promotional discounts or credits were applied
- Note the next scheduled billing date
- This tells you how much time you have before the next charge
- Export any customer data, job notes, or messages you need to preserve
- Hipages may delete your data after cancellation, so save important files locally
- Calculate how many days remain in your current term
- If fewer than 14 days have passed since your first charge, you are still in the cooling-off period
Step 2: compose a clear cancellation request email
Hipages support does not offer a self-serve cancellation button in the account dashboard. You must contact them by email to request cancellation. Your email must be clear, dated, and include all necessary information so that there is no ambiguity about your request.
- Address the email to [email protected]
- Use the subject line: "Cancellation Request: [Your Account Email]"
- State your name, email, and Hipages account number
- Include the phone number on file, if any
- Write a direct request: "I hereby request cancellation of my Hipages subscription effective immediately"
- Do not use vague language such as "I am thinking about cancelling"
- If you are within 14 days of your first charge, state: "This cancellation is within the 14-day cooling-off period under the Consumer Protection Act 1999 (Malaysia). I request a full refund of all fees paid."
- If you are outside the cooling-off period, write: "I request cancellation due to [specific reason, e.g., lead quality, service unavailability, or changed business needs]."
- Include dates and amounts: "My first charge was [date] in the amount of [RM amount]. My current term is scheduled to end [date]. I request that all future charges be cancelled as of [today's date]."
- Request written confirmation: "Please confirm this cancellation in writing within 5 business days and confirm the date on which my account will be deactivated and my next charge will be prevented."
- This creates a paper trail for your records
- Keep the email tone professional and factual, not emotional
- Include a copy of your screenshot of the plan details as an attachment
Step 3: send the cancellation email and set a follow-up date
Send your cancellation email from the email address registered with your Hipages account. Take a screenshot of the "Sent" confirmation and save it with your other documentation.
- Send the email to [email protected] via your personal email account
- Create a calendar reminder for 5 business days from the send date
- If you do not receive a reply by that date, send a follow-up email marked "Second Notice"
- If you do receive a reply, save the entire email thread
- Hipages may ask for additional information such as your account ID or confirmation of the subscription tier
- Provide it promptly so that the cancellation is not delayed
- If Hipages asks you to cancel through the Messenger Centre in the app instead, do so, but also follow up with a confirmation email
- In-app messages are harder to use as evidence, so email confirmation is critical
Step 4: monitor your bank account and verify deactivation
Even after you receive confirmation from Hipages, verify that your account has been deactivated and that no further charges are applied. Some companies experience delays in processing cancellations, so active monitoring is essential.
- Check your bank or card statement on your next scheduled billing date
- If no charge appears, the cancellation was successful
- If a charge does appear, note the exact amount, date, and merchant name
- Log into your Hipages account to confirm it is inactive
- If you can no longer log in, cancellation is complete
- If you can still log in but see a "cancelled" status, contact support again
- Retain all cancellation confirmations from Hipages in a dedicated folder
- Label them with dates so that you can prove when you cancelled if needed
Step 5: dispute any unauthorized charges with your bank
If Hipages continues to charge your card after you have cancelled and received written confirmation, or if they refuse to cancel, you do not have to accept the charge. Your Malaysian bank has a dispute process specifically for this scenario.
- Contact your bank's dispute or chargeback department within 60 days of the unauthorized charge
- Some banks call this "Transaction Reversal", "Chargeback", or "Dispute"
- Provide your bank with your cancellation email and Hipages' response
- Include bank statements showing the charges
- Include your account screenshots showing the subscription details
- State that the charge was made without your authorisation after you cancelled, or that the merchant refused to honour your cancellation request
- If you are within the 14-day cooling-off period, cite the Consumer Protection Act 1999
- Your bank will place a provisional credit in your account while they investigate (typically 5 to 10 business days)
- The full resolution can take 30 to 60 days
- Do not close the dispute if Hipages contacts you during the investigation
- Let your bank handle the communication with the merchant
Refunds and what to expect
Refund timelines and conditions
Hipages does not publish a formal refund policy for mid-term cancellations outside the cooling-off period. However, under Malaysian consumer law, you are entitled to a refund if you cancel within 14 days. After 14 days, your refund depends on whether Hipages agrees to an early termination or whether you can prove a material breach of the service.
| Scenario | Refund entitlement | Timeline |
|---|---|---|
| Cancellation within 14 days of first charge | Full refund of all fees paid | 7 to 14 days after Hipages processes cancellation |
| Cancellation after 14 days (no breach by Hipages) | No refund unless Hipages approves early termination as a courtesy | Not applicable |
| Cancellation after 14 days (material breach by Hipages, e.g., service unavailable) | Partial refund for the unused portion of your current term (pro-rata) | Negotiable; escalate to bank if refused |
| Unauthorised charge after cancellation | Full refund via bank chargeback | 30 to 60 days after dispute is filed |
| Duplicate charges (same charge appears twice in one billing cycle) | Full refund of duplicate amount | 7 to 14 days after support confirms and processes |
| Promotional discount or credit not applied | Difference between what you paid and the advertised price | Negotiable with support |
How to request a refund after cancellation
A cancellation request is separate from a refund request. Once Hipages confirms your cancellation, you must explicitly ask for a refund if you believe you are entitled to one.
- Send a follow-up email to [email protected] with the subject "Refund Request Following Cancellation"
- Reference your cancellation email and the confirmation they provided
- If within 14 days of first charge, state: "Under the Consumer Protection Act 1999 (Malaysia), I am entitled to a full refund. Please process a refund to my original payment method."
- Include the date of your first charge and the total amount paid
- If after 14 days, request a pro-rata refund for the unused portion of your current term
- Calculate this as: (Days Remaining in Term / Total Days in Term) × Monthly Fee
- Example: If your 12-month term cost RM 1,800 and you cancel after 3 months with 9 months remaining, you are owed (9 / 12) × RM 1,800 = RM 1,350
- Request that the refund be processed within 14 days
- Ask for written confirmation of the refund amount and expected deposit date
What to do if Hipages refuses to refund
If Hipages denies your refund request and you believe the refusal violates your consumer rights, escalate to your bank. Yafee recommends filing a chargeback for the full amount paid, not just future charges, if the company is refusing a refund you are legally entitled to.
Common mistakes to avoid when cancelling Hipages
Cancellation is straightforward, but a few common errors can delay the process or weaken your position if you need to dispute a charge. The good news is that all of these are preventable with careful documentation.
Mistake 1: cancelling through the app without email confirmation
Hipages may allow you to request cancellation via the Messenger Centre in the app, but messages in the app are ephemeral and difficult to use as proof if you later need to dispute a charge. Always follow up any in-app cancellation with a formal email to [email protected] that includes the date you requested cancellation and asks for written confirmation.
Mistake 2: assuming your account is cancelled because you stopped using it
Simply not using Hipages does not cancel your subscription. Your account remains active and you will continue to be charged until you formally request cancellation and receive confirmation. Hipages will not cancel your account for inactivity.
Mistake 3: ignoring the term end date and missing the notice deadline
Hipages' contract requires notice before your current term ends if you want to prevent automatic renewal. If your 6-month term ends on 30 June and you do not give notice by 30 June, your account will automatically roll into a new 12-month term and you will be charged immediately. Set a calendar reminder for at least 7 days before your term end date.
Mistake 4: deleting your account without cancelling the subscription first
Even if you delete your account data, the subscription remains active and will continue to charge your card. You must cancel the subscription separately before deleting any account data.
Mistake 5: not saving billing records before cancelling
Once your account is cancelled and deactivated, you may lose access to historical invoices. Save your last six months of billing statements before initiating cancellation so that you have proof of charges if you need to file a dispute.
What happens after your Hipages cancellation is complete
Immediate deactivation and data retention
Once Hipages processes your cancellation, your account will be deactivated and you will no longer be able to log in. Your access to leads, the Messenger Centre, and any in-platform credits will terminate immediately. Any credits you have not used are typically forfeited unless Hipages offers a refund for unused credits (this is rare and not guaranteed).
Hipages retains your account data (customer messages, quotes, job history) for at least 7 years to comply with Australian business record-keeping laws, even though your account is cancelled. The company will not sell your data to third parties, but it will use anonymised analytics to improve its platform.
Checking your next billing date
Monitor your bank account for the next 60 days. If no charge appears on your next scheduled billing date, cancellation is confirmed. If a charge does appear, take a screenshot immediately and contact your bank to file a dispute.
Reactivation and reconnection
If you change your mind and want to rejoin Hipages after cancellation, you will need to create a new account and restart your membership term. You will not automatically return to your previous subscription tier, and any unused credits will not be restored. Reconnection is treated as a new subscription with a new 6-month initial term.
Hipages membership pricing and plan comparison
Hipages does not publish pricing in Malaysian Ringgit. The following table shows Australian pricing converted to MYR at the indicative rate of 1 AUD = 3.2 MYR (rates vary daily). Actual Malaysian pricing may differ, and Yafee recommends confirming the exact charge on your first invoice before committing to the full term.
| Plan | AUD per month | MYR per month (estimated) | Annual cost (MYR) | Lead credits per month |
|---|---|---|---|---|
| Starter | AUD 139 | RM 445 | RM 5,340 | Approx. 5 to 10 |
| Professional | AUD 349 | RM 1,116 | RM 13,392 | Approx. 15 to 25 |
| Premium | AUD 549 | RM 1,757 | RM 21,084 | Approx. 30 to 50 |
| Elite | AUD 649 | RM 2,077 | RM 24,924 | Approx. 50+ |
| Custom enterprise | Contact support | Contact support | Contact support | Custom allocation |
Yafee notes that the actual credits you receive and the value of each lead vary based on your trade category, geography, and the current demand on the platform. Many Malaysian traders report that after accounting for no-show customers, price-shopping leads, and duplicates across multiple traders, the effective cost per qualifying lead is often 2 to 3 times higher than the published credit cost.
Pricing traps and why people cancel within the first month
The hidden cost of lead credits
Hipages advertises membership starting at "RM 445 per month," but this price assumes you accept every lead at the standard credit cost. However, if leads in your category are highly competitive, you may need to bid higher credits to win the job, effectively raising your cost. Furthermore, if you reject a lead or a customer does not respond, you lose the credit with no refund.
Duplicate lead distribution
Hipages sells the same job lead to multiple tradespeople in the same category and postcode. This means you are competing with 5 to 10 other contractors for the same job. Many customers use Hipages leads to shop for prices, not to hire immediately. Consequently, your conversion rate from lead to actual booked job may be as low as 5 to 10 percent, making the effective cost per job RM 4,400 to RM 8,800 or higher.
Automatic renewal charges
Hipages does not send a warning email before renewing your subscription at the end of your initial 6-month term. If you forget that the term ends, your account will automatically roll into a new 12-month commitment on your next billing date, and you will be charged for the full 12-month term immediately. Yafee recommends setting a calendar reminder for 14 days before your term end date to review whether you want to continue.
How to get help if Hipages disputes your cancellation
Escalation route 1: request a supervisor review
If [email protected] denies your cancellation request or refund claim, send a second email marked "Escalation Request: Supervisor Review" and ask for your case to be reviewed by a senior team member. Include all documentation (cancellation email, screenshots, billing records, and the first response). Allow 7 business days for the supervisor to respond.
Escalation route 2: file a chargeback with your bank
If the supervisor denies your request or does not respond within 7 days, contact your bank's dispute department and file a chargeback. Your bank does not require Hipages to agree; your bank will investigate based on your evidence and the merchant's response. Provide your bank with your cancellation email, Hipages' response, and your billing statements. This is your strongest legal tool as a Malaysian consumer.
Escalation route 3: complain to the ministry of domestic trade and consumer affairs
If you believe Hipages engaged in deceptive marketing (for example, by failing to clearly disclose the automatic renewal term or the credit conversion rate), you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). This is a slower process (typically 60 to 120 days) but it creates an official record and may result in a settlement or enforcement action if many complaints are received about the same company.
Escalation route 4: seek legal advice
If the amount in dispute is substantial (more than RM 2,000), consider consulting a Malaysian consumer lawyer or a legal clinic to review your cancellation rights and advise on your options. Many lawyers offer free initial consultations for subscription disputes.
Cancellation checklist for your records
Use this checklist to ensure you have completed every step and gathered all necessary documentation. Keep this document alongside your cancellation email and Hipages' response.
- Calculated how many days have passed since my first charge (to confirm whether I am within the 14-day cooling-off period)
- Took a screenshot of my current plan name, tier, and term dates
- Saved my last three invoices or billing statements showing amounts and dates
- Exported any customer data, job notes, or messages I need to preserve
- Identified the next scheduled billing date
- Composed a clear cancellation email that states "I request cancellation of my Hipages subscription effective immediately"
- Included the phrase "14-day cooling-off period" if cancelling within 14 days
- Sent the email to [email protected] from my registered email address
- Took a screenshot of the "Sent" confirmation
- Set a calendar reminder for 5 business days later to send a follow-up if no reply is received
- Received written confirmation from Hipages confirming the cancellation date
- Saved the cancellation confirmation email in a dedicated folder
- Checked my bank account on the next scheduled billing date to confirm no charge appeared
- Attempted to log into my Hipages account to confirm it is inactive
- If a charge appeared after cancellation, filed a chargeback with my bank within 60 days
Contact details and mailing address for Hipages
If you need to send formal cancellation notice by post, or if you want to file a complaint with the company's registered office, use the following address. Note that email is faster and more reliable for cancellation requests, but postal notice may be useful if you are filing a formal complaint or legal claim.
Support email: [email protected]
Registered office (legal notices): Level 10, 255 Pitt Street, Sydney NSW 2000, Australia
Postal address (general inquiries and complaints): P.O. Box 2210, Strawberry Hills NSW 2012, Australia
Yafee recommends sending cancellation requests by email rather than by post, as postal delivery from Malaysia to Australia takes 7 to 14 days and the company is unlikely to process a cancellation faster through mail. Email creates an instant timestamp and a clear record of delivery.
Final steps: document everything and keep copies
Cancellation of a cross-border subscription like Hipages is straightforward when you follow the process methodically. The critical principle is documentation: every email you send, every billing statement you receive, and every screenshot you take becomes evidence if you need to escalate to your bank or a consumer authority.
Yafee has helped thousands of consumers in Malaysia cancel recurring subscriptions and recover unauthorised charges by maintaining detailed records and knowing when and how to escalate. Your cancellation request should be clear, your follow-up should be prompt, and your dispute filing (if necessary) should be backed by screenshots and copies of every communication. If Hipages refuses to honour your cancellation or refund, your Malaysian bank has the authority and the tools to reverse the charges and protect your money.
For additional guidance on cancelling other cross-border subscriptions and managing your digital spending, visit Yafee at yafee.com. Yafee specialises in helping Malaysian consumers understand their rights under the Consumer Protection Act 1999 and providing step-by-step instructions for cancelling unwanted services, disputing fraudulent charges, and recovering funds.
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