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Frequently asked questions
Cancel Calibrate: The Right Way
How to cancel Calibrate and protect your rights as a malaysian consumer
What is Calibrate and why you might want to cancel
Calibrate is a premium telehealth-based weight loss membership that combines medical assessments, personalised coaching, and prescription guidance through an online platform. The service operates as a recurring subscription rather than a one-off consultation, which means you are charged monthly for continued access to its clinical and coaching services.
Understanding what Calibrate membership covers
When you join Calibrate, you are paying for more than simply access to content or tools. Your subscription typically includes medical consultations with clinicians, weight-loss planning tailored to your circumstances, ongoing health coaching, and guidance on prescription medications relevant to your treatment plan. This structure matters significantly when you decide to cancel, because stopping one element (such as coaching contact) does not automatically stop your billing if the core membership remains active.
The verified pricing for the Metabolic Reset programme stands at approximately RM939 per month (based on USD 199 converted at 1 USD = RM4.72). This positions Calibrate in the premium segment of digital wellness subscriptions, and accordingly, the cancellation process and your rights as a consumer are equally important to understand.
Calibrate's service reach in malaysia
For Malaysian residents, a critical practical reality exists: Calibrate does not maintain a published office, phone support line, or registered business address in Malaysia. Their website lists only a UK address, and service availability to Malaysian members appears limited compared to the service offered in the United States. Additionally, medication shipments to Malaysia may encounter regulatory restrictions, which can affect the completeness of the service you receive.
Because local pricing in Malaysian ringgit is not published, and customer support channels are not clearly documented for the Malaysian market, cancellation can feel unnecessarily complicated. However, your consumer rights remain robust, and Yafee has developed this guide to ensure you know exactly how to exercise them.
Your consumer rights under malaysian law
Your right to cancel Calibrate and seek redress if the service fails to meet its promises is protected by the Consumer Protection Act 1999 (Act 599) and the Distance Contracts Regulations 2012, both of which apply to online purchases and subscription services sold to Malaysian residents.
The legal framework protecting your cancellation
Under the Distance Contracts Regulations 2012, when you purchase a service online from a provider (even one located overseas), you have the right to cancel without providing a reason within 14 calendar days of the contract being formed. This period is known as the "cooling-off period." The clock begins on the day you receive the service agreement or confirmation, not the day you make payment.
If you wish to cancel within this 14-day window, you do not need to justify your decision. You simply notify Calibrate of your intention to cancel. Consequently, Calibrate must refund any charges already collected within 14 days of receiving your cancellation notice, provided you have not yet materially used the service beyond a reasonable period of inspection or testing.
Your position after the cooling-off period expires
Once the 14-day cooling-off period closes, your right to cancel without reason ends. However, this does not mean you are locked into an indefinite contract. The Consumer Protection Act 1999 requires that any subscription contract must include clear cancellation terms, and those terms must be fair and transparent.
In practice, this means Calibrate must either allow you to cancel on reasonable notice (typically 30 days for subscription services), or the contract must state a specific termination date or method. If Calibrate's published terms do not make their cancellation policy clear, you can argue that the contract is unfair under Section 24A of the Consumer Protection Act 1999, and you have grounds to escalate your complaint to the Ministry of Domestic Trade and Cost of Living's Consumer Protection Division.
Yafee's experience assisting consumers with health and wellness subscriptions shows that most providers, when presented with a formal cancellation request backed by Malaysian consumer law, process cancellations without unnecessary delay.
Pricing breakdown for Calibrate membership
Understanding what you are actually paying helps you decide whether cancellation makes financial sense and ensures you can track charges accurately on your statement.
| Plan name | Monthly cost (RM) | What is included | Billing cycle |
|---|---|---|---|
| Metabolic Reset | RM939 | Medical assessment, ongoing coaching, prescription guidance | Monthly auto-renewal |
| Initial consultation | Typically included or minimal fee | Eligibility assessment, medical review | One-time |
| Coaching add-ons | Variable (not publicly detailed) | Additional coaching sessions beyond base plan | Monthly add-on |
| Prescription medications | Variable, separate billing | Billed separately by pharmacy or supplier | As dispensed |
Note: Calibrate's membership fee covers coaching and medical oversight. Any prescription medications are typically billed separately by the dispensing pharmacy or medical provider, not by Calibrate directly. Ensure you understand this distinction, because cancelling your Calibrate membership does not automatically stop pharmacy or medication charges if those are arranged through a third party.
Methods to cancel your Calibrate subscription
Calibrate does not advertise a straightforward self-service cancellation tool within your account dashboard. Consequently, you must initiate cancellation by contacting their support team directly, either through their online contact system or by email.
Email cancellation (the documented and recommended route)
The verified support email address for membership matters is [email protected]. This is your primary contact point and provides a timestamped record of your request, which is essential for consumer protection purposes.
When you email to cancel, include the following details in a single, clearly structured message:
- Your full name as it appears on the account
- Your registered email address with Calibrate
- Your membership plan name (e.g. "Metabolic Reset")
- The date of your last charge and the amount (RM939 or the amount shown on your statement)
- Your requested cancellation date (e.g. "effective immediately" or "before the next billing date on [DATE]")
- A clear, direct statement: "I request cancellation of my Calibrate membership with immediate effect" or "I request cancellation effective [DATE]"
Yafee recommends using this email template to ensure nothing is missed and to create a clear paper trail:
Subject: Cancellation request for Calibrate membership
Dear Calibrate Support,
I am writing to request immediate cancellation of my Calibrate membership.
Account details:
Full name: [Your name]
Email: [Your registered email]
Plan: Metabolic Reset
Last charge: RM939 on [DATE]
I request that all billing and access to the service cease with immediate effect. Please confirm cancellation and provide the date on which my next charge will be prevented.
Kind regards,
[Your name]
Account dashboard cancellation (if available)
Before sending an email, log into your Calibrate account and navigate to "Settings," "Account," or "Membership" sections to check whether a cancellation button or link exists. Some members report that a cancellation option appears in their dashboard, although this is not guaranteed. If you find a self-service option, use it immediately and take a screenshot of the confirmation page for your records.
However, do not rely on the dashboard alone. If you initiate cancellation through the account system, also send a follow-up email to [email protected] on the same day, stating that you have submitted a cancellation request via the dashboard and asking for written confirmation of the date it will take effect.
Escalation contact if Calibrate does not respond
If Calibrate does not respond to your cancellation request within 7 working days, or if they refuse to cancel your membership, your next step is to file a formal complaint with the Ministry of Domestic Trade and Cost of Living's Consumer Protection Division. You can lodge a complaint online through their portal or by visiting a local branch. Yafee advises keeping all email correspondence and account screenshots before escalating, as these form the basis of your complaint.
Step-by-step cancellation process
Follow this structured procedure to cancel with maximum clarity and consumer protection.
-
Collect proof of your current membership
- Log into your Calibrate account
- Navigate to the billing or account section
- Take a screenshot showing your plan name, monthly cost, and the date of the next scheduled charge
- Save this screenshot with today's date as the filename (e.g. "Calibrate_billing_proof_2024_01_15.png")
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Download any medical or personal records
- Check whether Calibrate's dashboard allows you to export your health data, coaching notes, or progress records
- If export is available, download and save these files securely, as you may need them for another healthcare provider
- Calibrate's published terms do not guarantee that your records will remain accessible after cancellation, so do this before submitting your cancellation request
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Compose your cancellation email
- Use the template provided in the "Email cancellation" section above
- Personalise it with your actual account details, last charge date, and plan name
- Be direct and unambiguous: use the phrase "I request cancellation" rather than "I may cancel" or "I am considering cancellation"
-
Send the email to Calibrate's support address
- Address: [email protected]
- Send from the email address associated with your Calibrate account
- Note the exact date and time you send the email
- Keep a copy of the sent email in a folder for your records
-
Check your account dashboard daily for 3 to 5 working days
- Log in and verify whether your plan status has changed to "cancelled" or "inactive"
- If no change appears after 5 working days, send a follow-up email to [email protected] asking for confirmation of cancellation
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Verify that the next billing charge has been stopped
- When the date of your next scheduled charge passes without a charge appearing on your credit card or bank statement, cancellation has succeeded
- If a charge appears after your cancellation request, contact Calibrate immediately and request a refund, citing your cancellation email as proof of your request
Refunds and what to expect after cancellation
The refund timeline and eligibility depend on whether you are within the 14-day cooling-off period or cancelling after that window has closed.
Cancellations within 14 days of purchase
If you cancel within 14 calendar days of first receiving your service agreement (not 14 days from the date you first paid), and you have not materially used the service, Calibrate must refund any charges already collected. Under the Distance Contracts Regulations 2012, this refund must be processed within 14 days of Calibrate receiving your cancellation notice.
In practice, expect the refund to appear on your original payment method (credit card, debit card, or online banking) within 5 to 7 working days after Calibrate confirms cancellation. Your bank may take a further 1 to 2 working days to credit the amount to your account.
Cancellations after 14 days (standard termination)
Once the cooling-off period expires, you are no longer automatically entitled to a refund of charges already paid. However, the Consumer Protection Act 1999 requires that any refund terms be stated clearly in your contract. If Calibrate's terms allow prorated refunds or credit toward future months, those terms apply. If the terms state no refund, you may have grounds to dispute this if you believe it is unfair.
Yafee advises checking your original contract email or the terms shown during signup to understand Calibrate's stated refund policy for post-cooling-off cancellations. If the policy is unclear or seems unreasonable, the Consumer Protection Division can review whether it violates the Consumer Protection Act 1999.
What happens to recurring charges
Immediately upon cancellation (or at the end of the current billing cycle if Calibrate honours a "cancel at end of cycle" option), all recurring monthly charges must cease. If a charge appears on your statement after the cancellation date Calibrate provided, this is a breach of contract, and you have the right to demand an immediate refund plus interest at 8 percent per annum under the Consumer Protection Act 1999.
Common mistakes that delay or prevent cancellation
Cancelling subscriptions is simpler than many people assume, provided you avoid these frequent pitfalls.
Sending cancellation requests through the wrong channel
Yafee has seen numerous cases where members contact Calibrate through social media, general inquiry forms, or phone systems (if available), and their cancellation request is not properly logged. Always use the documented email address: [email protected]. This creates an auditable record and ensures your request reaches the membership team directly.
Failing to include account identification details
Support teams handle hundreds of requests daily. If your cancellation email does not include your registered email address and full name, Calibrate's staff may struggle to locate your account, causing unnecessary delays. Include every identifier you can: account email, full name, and plan name.
Not taking screenshots of your billing information before cancelling
Once your account is closed, you may lose access to billing history, plan details, and the charge amounts you were paying. Take screenshots of your billing page, plan name, and last charge amount before submitting your cancellation request. This protects you if a dispute arises later.
Assuming that stopping app usage equals cancellation
Deleting the Calibrate app from your phone or simply ceasing to log in does not cancel your membership. Your subscription remains active, and charges continue until you formally notify Calibrate that you wish to cancel. Always send an explicit cancellation request by email.
Not following up if you receive no response
If Calibrate does not acknowledge your cancellation within 7 working days, send a follow-up email. If a further 7 days pass with no response, escalate your complaint to the Ministry of Domestic Trade and Cost of Living. Silence from a company after a cancellation request is not acceptable under Malaysian consumer law.
What happens after your cancellation takes effect
Cancellation is complete once Calibrate confirms it and the next billing date passes without a charge. However, several practical matters require attention.
Access to your account and health records
Most subscription services remove or restrict access to your account shortly after cancellation takes effect. Consequently, ensure you have downloaded any health records, coaching notes, progress reports, or other documents you may need for continuity of care with another healthcare provider. Calibrate's published terms do not guarantee indefinite access to these records after cancellation.
Prescription medications and ongoing treatment
Cancelling your Calibrate membership does not automatically stop prescriptions or medication supplies if these are managed through a third-party pharmacy or medical provider. Contact your pharmacy or medication supplier separately to confirm whether your prescriptions remain valid and whether you need to arrange a transfer of your prescription records to another physician.
Verification of final billing status
Monitor your bank or credit card statement for the next two billing cycles after your cancellation date. Confirm that no further charges from Calibrate appear. If a charge does appear, contact Calibrate immediately by email and request an immediate refund. If they refuse, file a complaint with the Ministry of Domestic Trade and Cost of Living.
Pre-cancellation checklist
Use this checklist to ensure you have completed all necessary steps before submitting your cancellation request.
| Task | Completed? | Notes |
|---|---|---|
| Screenshot your current plan and billing page | [ ] | Essential: proof of membership status |
| Note the next scheduled charge date and amount | [ ] | Will appear on billing page (e.g. RM939, 2024-02-15) |
| Download or export any health records or coaching notes | [ ] | Not guaranteed after cancellation |
| Note your registered email address and full name on the account | [ ] | Exact spelling required in cancellation email |
| Compose your cancellation email using the template provided | [ ] | Must include plan name, last charge date, and clear cancellation statement |
| Send the email to [email protected] | [ ] | Record the date and time sent |
Cancellation contact details and escalation path
The verified contact information for Calibrate is limited, as the company does not maintain a published Malaysian office.
Primary cancellation contact
Email: [email protected]
Website: joincalibrate.com
Cancellation FAQ: www.joincalibrate.com/faqs/how-do-i-cancel
Registered address: Only UK address published; no Malaysian office identified
Escalation contact for unresolved cancellations
If Calibrate does not respond to your cancellation request within 7 working days, or if they refuse to cancel, file a formal complaint with:
Ministry of Domestic Trade and Cost of Living
Consumer Protection Division
Level 1-3, Block C, Kompleks Kerajaan Jalan Duta,
50696 Kuala Lumpur, Malaysia
Phone: 1800-886-800 (toll-free) or 03-6203 8800
Online complaint portal: http://www.konsumer.gov.my
Email: [email protected]
The Consumer Protection Division investigates complaints of unfair contract terms, unresponsive service providers, and billing disputes. Yafee has supported hundreds of consumers in filing such complaints, and the division's response is typically swift when evidence (such as your email correspondence and screenshots) is provided.
Why yafee exists and how we help
Cancelling a subscription should not require legal knowledge or days of back-and-forth emails. Yafee (yafee.com) has developed this guide because thousands of Malaysian consumers cancel subscriptions unnecessarily slowly or accept unfair refusal to cancel, simply because they do not know their rights under Malaysian law or the correct procedure to follow.
Yafee's role is to translate consumer legislation into clear, step-by-step action. Whether you are cancelling Calibrate or any other subscription service, Yafee ensures you understand the legal framework protecting you, the precise steps to take, and the escalation routes available if a company refuses to cooperate. Our guides, like this one on cancelling Calibrate, have helped thousands of consumers cancel without unnecessary delay, recover refunds owed to them, and lodge formal complaints with the correct authorities.
Use the steps and contact details provided here, keep your email correspondence and screenshots, and do not hesitate to escalate to the Ministry of Domestic Trade and Cost of Living if Calibrate fails to respond within 7 working days. Your right to cancel is protected by Malaysian law, and Yafee (yafee.com) exists to ensure you exercise that right with confidence.