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Cancel Healthy Back Institute: Step-by-Step Guide
How to cancel Healthy Back Institute and stop recurring charges in malaysia
What you need to know about Healthy Back Institute
Healthy Back Institute was a US-based digital wellness service offering back pain educational content, guided recovery programs, and physical health products targeted at spinal health. The service ceased operations on 20 September 2023, and the official website now displays a closure notice. However, if you subscribed years ago, you may still see recurring charges appearing on your bank statement or credit card. This guide explains your rights under Malaysian consumer law and walks you through every step to stop those charges.
The company background and current status
Healthy Back Institute operated under SW Management Group, LLC, headquartered in Austin, Texas, United States. The parent brand "Lose the Back Pain" also marketed similar subscription programs, and users often accessed both through a shared account portal at myaccount.losethebackpain.com. In September 2023, the company closed its operations to new customers and ceased active service delivery. Nevertheless, legacy subscriptions and dormant billing arrangements continued to charge existing members, which is why Malaysian users are still reporting unwanted charges in 2026 and 2025.
For Malaysian customers, this situation creates a specific problem: the company has no Malaysia office, no local customer service number, and no support team actively monitoring Malaysian-language inquiries. Yafee has reviewed hundreds of cancellation cases involving overseas digital services, and we can tell you that US-based companies that shut down often leave billing systems running on autopilot. Your job is to stop that machine before your next charge hits.
What you were paying for and subscription pricing
Healthy Back Institute charged users on a recurring monthly, six-month, or annual basis for digital access to wellness content and member-only training videos. The historical pricing structure included four main tiers:
| Subscription plan | Billing period | Price (USD) | Price (RM approx) |
|---|---|---|---|
| Weekly access | 7 days | $9.99 | RM47 |
| Monthly membership | 30 days | $17.99 | RM85 |
| Six-month bundle | 180 days | $79.99 | RM378 |
| Annual membership (best value anomaly) | 365 days | $49.99 | RM236 |
Notice that the annual price is lower than the six-month price. This unusual pricing structure means some users who enrolled years ago may be paying less than expected, while others may have unknowingly locked into a six-month plan that costs more. Before you cancel, check which plan name appears on your last receipt.
Your legal position under malaysian consumer law
As a Malaysian consumer, you are protected by specific statutes that apply regardless of where the seller operates. Yafee advises all users to understand these rights before proceeding with cancellation.
Consumer protection act 1999 and your cancellation rights
Under the Consumer Protection Act 1999 (CPA 1999), you have the right to cancel a distance contract within 14 calendar days from the date you receive the service or the date the contract was concluded, whichever is later. A distance contract is any contract concluded without face-to-face interaction, which covers all digital subscriptions purchased online.
Consequently, if your subscription is still within the 14-day window from purchase or first charge, you can demand a full refund. The seller must process your refund within 14 days of receiving your cancellation notice. In practice, overseas merchants often ignore this requirement, which is why documentation matters.
Furthermore, even after the 14-day period, you retain the right to cancel any recurring subscription under Section 9 of the CPA 1999. The company must provide you with a clear, accessible cancellation mechanism. If Healthy Back Institute has shut down and left no functioning cancellation portal, the company has failed to meet this legal obligation. Your legal position is that you should not be charged, period.
The consumer claims tribunal and your escalation route
If Healthy Back Institute refuses to stop charging you after you request cancellation, you can file a complaint with the Consumer Claims Tribunal, a government body administered by the Kementerian Perdagangan Dalam Negeri dan Kos Hidup (Ministry of Domestic Trade and Cost of Living). The Tribunal can order the company to refund you and impose penalties for repeated violations.
Yafee recommends filing with the Tribunal only after you have made at least two written cancellation attempts and given the company 30 days to respond. Keep all email receipts, screenshots of account pages, and bank statements as evidence.
Methods to cancel Healthy Back Institute from malaysia
You have three primary cancellation routes, depending on how you originally paid and whether the company's systems still respond. Work through them in order.
Method 1: cancel through the member account portal
The official member portal is located at myaccount.losethebackpain.com. Sign in using the email address and password you created when you enrolled. Once logged in, navigate to the Account, Membership, or Billing section and look for a "Manage Subscription," "Cancel Membership," or "Unsubscribe" button.
If the portal is still functional, select the cancellation option and confirm immediately. The system will ask you to provide a reason (optional) and may offer a discounted renewal rate to keep you subscribed. Do not accept any offer. Proceed straight to cancellation confirmation. Screenshot the final confirmation page showing your cancellation date and reference number.
If the portal no longer exists or displays an error message, move to Method 2.
Method 2: cancel through your app store account
If you subscribed via Apple App Store or Google Play Store, the billing relationship is between you and Apple or Google, not directly with Healthy Back Institute. You must cancel through your app store, not through the company website.
For Apple App Store (iPhone and iPad users): Open the Settings app, tap your name at the top, select Subscriptions, find "Lose the Back Pain" or "Healthy Back Institute" in the list, tap it, and select "Cancel Subscription." Confirm the cancellation. You will receive an email confirmation from Apple within minutes.
For Google Play Store (Android users): Open the Google Play app on your phone, tap your profile icon in the top right, select Payments and Subscriptions, then Subscriptions. Find "Lose the Back Pain" or "Healthy Back Institute," tap it, and select "Cancel subscription." Confirm. Google will send you a confirmation email.
Yafee has found that app store cancellations are the fastest and most reliable method because Apple and Google maintain 24/7 customer support in Malaysia. If you subscribed via an app, cancel there first, even if you also have a web account.
Method 3: request cancellation by email to the US headquarters
If the portal is closed and you did not subscribe via an app store, you must contact the company directly by email. Write to the registered business address and request cancellation in writing.
Use this email template:
Subject: Cancellation of Subscription - Urgent Request
Dear SW Management Group / Healthy Back Institute,
I am writing to cancel my subscription effective immediately. My account details are as follows:
- Email address: [your email]
- Last four digits of payment method: [card or account number ending]
- Name on account: [your full name]
- Subscription plan: [e.g., Monthly Membership]
- Account creation date: [if known]
I request that you cease all recurring charges to my payment method effective immediately and confirm cancellation in writing within 7 days. In accordance with the Consumer Protection Act 1999 (Malaysia), I am entitled to cancel this distance contract without penalty.
Yours faithfully,
[Your full name]
[Your phone number]
[Your Malaysian address]
Send this email to the mailing address below and keep a copy for your records. Use a tracked email service (Gmail, Outlook) so you have a delivery receipt. Do not expect a reply within days; many closed companies take 3 to 4 weeks to respond, if they respond at all.
Step-by-step cancellation checklist
Follow these steps in order to ensure your cancellation is documented and legally defensible.
Before you start: gather evidence
- Log into your account (if the portal works) and take a screenshot showing your current subscription status, next billing date, and the plan you enrolled in.
- Include the date of the screenshot in the filename (e.g., "account_status_2025_01_15.png").
- Download or photograph your last three bank or credit card statements showing charges from Healthy Back Institute, LoseTheBackPain, or Apple/Google.
- Circle or highlight the merchant name and amount.
- Search your email inbox for any emails from Healthy Back Institute, Apple, or Google confirming your subscription. Save these as PDF files.
- Do not delete any promotional or billing emails you receive, even if they seem unimportant.
- Note the exact date you started the subscription (from your first email or receipt).
- If you enrolled more than 14 days ago, you are outside the automatic 14-day cooling-off period, but your right to cancel still exists.
Execute the cancellation
- Attempt Method 1 (account portal) first. If it works, cancel immediately and proceed to Step 3 below.
- Do not delay or postpone this step.
- If the portal fails, attempt Method 2 (app store) if you subscribed via Apple or Google. This is usually the most successful option.
- Confirm the cancellation in your app store account settings, not through the company portal.
- If both methods fail, proceed to Method 3 and send the cancellation email to the headquarters address provided at the end of this guide.
- Use registered or tracked email only.
- Keep a copy of the email you send.
After cancellation: monitor and document
- Save all confirmation pages, emails, and receipts you receive from Apple, Google, or the company.
- Create a folder on your computer or cloud storage named "Healthy Back Cancellation."
- Check your bank statement every 7 days for the next 30 days to confirm no new charges appear.
- If a charge appears after you cancelled, screenshot it immediately with the date visible.
- If you submitted an email cancellation, wait 14 days for a response. If you receive none, send a follow-up email referencing your first request.
- Yafee recommends sending follow-up emails on day 14 and day 30 if the company does not respond.
- If charges continue after 30 days, contact your bank or credit card company and request a chargeback or reversal.
- Your bank may require proof of cancellation, which is why documentation is critical.
Refunds and what to expect
Refund eligibility depends on your specific situation and when you enrolled.
Refund eligibility within 14 days
If you enrolled within the last 14 days and are cancelling before the first billing cycle completes, you are entitled to a full refund under the Consumer Protection Act 1999. Healthy Back Institute is required to refund you without deduction or penalty within 14 days of receiving your cancellation notice. In practice, refunds via credit card take 5 to 10 business days to appear in your account.
Refund eligibility beyond 14 days
If you enrolled more than 14 days ago, you are not automatically entitled to a refund of past payments. However, if you can demonstrate that the company failed to provide promised services (for example, the content was inaccessible or low quality), you may have grounds to request a partial refund. Yafee advises only pursuing this if the company actually breached the service agreement.
For future charges, you are entitled to stop them immediately upon cancellation. Any charge that appears after you have successfully cancelled is unauthorized and you should dispute it with your bank.
How to request a refund if charges continue
Contact your bank or credit card issuer and request a chargeback or transaction dispute. Provide:
- A copy of your cancellation confirmation email or screenshot.
- Bank statements showing the unauthorized charge after your cancellation date.
- A written explanation that you cancelled the subscription and the company continued to bill you after your cancellation was effective.
Your bank will initiate an investigation and usually side with you if you have clear evidence of cancellation followed by unauthorized charges. This process typically takes 30 to 60 days.
Common mistakes to avoid when cancelling
Cancellation is simpler than most users expect, but a few preventable errors can leave you stuck with unwanted charges. Yafee has reviewed thousands of failed cancellation attempts, and these are the patterns we see repeat.
Mistake 1: not documenting your cancellation immediately
The single biggest error is failing to screenshot or save your cancellation confirmation. If the company later claims you never cancelled, your only proof is the screenshot you took. Web pages disappear, emails get deleted, and company records vanish. Screenshot everything the moment you complete cancellation.
Mistake 2: assuming an unopened confirmation email means successful cancellation
Just because you received an email from the company does not mean cancellation succeeded. Some systems send automated emails that say "your request has been received and is being processed" but the subscription is still active. Open the email, read it carefully, and look for a confirmation date stating your subscription is "cancelled effective [date]." If you see language like "pending," "processing," or "review," send a follow-up email asking for explicit confirmation.
Mistake 3: cancelling through the website if you subscribed via an app store
This is the most common trap. If you subscribed through Apple or Google, you must cancel through Apple or Google, not through the company website. Cancelling on the website does nothing if the billing relationship runs through the app store. Yafee strongly recommends checking your app store subscription list before attempting web cancellation.
Mistake 4: not checking for automatic renewal clauses in your original receipt
Many subscriptions automatically renew unless you actively cancel before the renewal date. Some users assume their subscription ends on a specific date without understanding that automatic renewal will trigger a new charge. Check your original confirmation email for the exact renewal date and set a phone reminder for two weeks before that date so you cancel in time.
Mistake 5: waiting too long to cancel after deciding you want to quit
Every day you delay increases the risk of an unexpected renewal charge. If you have decided to cancel, do it immediately. Do not procrastinate or wait for customer service to open. You can cancel 24/7 through the app store or via email. Act today.
Alternatives to Healthy Back Institute
If you were satisfied with Healthy Back Institute's service and are looking for a replacement, these verified alternatives offer similar guided back pain and musculoskeletal support in Malaysia:
| Service name | Focus area | Pricing model | Availability in Malaysia |
|---|---|---|---|
| Hinge Health | Guided physical therapy for musculoskeletal pain | Monthly or annual subscription | Yes, via app |
| Sword Health | AI-powered recovery for back, neck, and joint pain | Monthly subscription | Yes, via app |
| Physiotrac | Video-guided physiotherapy and exercise programs | Monthly or annual subscription | Yes, Malaysia-based |
| YourPhysio | Online physiotherapy consultations and follow-up exercises | Pay-per-session or subscription | Yes, Malaysia-based |
Both Hinge Health and Sword Health are recognized by international health systems and offer evidence-based approaches to musculoskeletal recovery. Physiotrac and YourPhysio are Malaysia-based services, so customer support is available in English and Bahasa Malaysia during local business hours.
Traps and red flags after you cancel
Cancellation is usually the end of your relationship with the company, but watch for a few post-cancellation traps. Yafee's cancellation specialists have seen these issues arise weeks or months after users thought they were done.
Unexpected "grace period" charges
Some subscriptions apply a "final payment" or "access extension" charge in the days after cancellation. This happens when the company processes your cancellation but charges you for any unused portion of your current billing cycle. Check your bank statement carefully for any charges appearing 5 to 10 days after your cancellation date. If you see one, dispute it with your bank and reference your cancellation confirmation.
Re-activation through email or SMS promotions
After you cancel, you may receive marketing emails offering to "restore your account" or "complete your membership at a discounted rate." Do not click any links in these emails. If you click a link or respond, the company may interpret it as re-enrollment and charge you again. Delete these emails or mark them as spam.
Hard-to-notice renewal charges after dormancy
In rare cases, companies have attempted to reactivate dormant accounts after 6 to 12 months of inactivity. Although Healthy Back Institute has officially closed, its payment systems may remain active. Monitor your statement for at least 60 days after cancellation to be sure.
Contact details and escalation
Use the following information if you need to contact Healthy Back Institute directly or escalate your complaint to Malaysian consumer authorities.
Healthy Back Institute headquarters (US)
Company: SW Management Group, LLC dba Healthy Back Institute
Address: 2407 South Congress Avenue, Suite E #100, Austin TX 78704, United States
Website (closed): healthyback.com
Member portal: myaccount.losethebackpain.com
Email correspondence to this address takes 2 to 4 weeks to receive a response, if any. Use this contact only after the account portal and app store methods have failed.
Malaysian consumer authority escalation
If the company refuses to cancel or continues charging after your cancellation request, file a complaint with:
Consumer Claims Tribunal
Ministry of Domestic Trade and Cost of Living (Kementerian Perdagangan Dalam Negeri dan Kos Hidup)
Website: www.kpdnhep.gov.my
Telephone: +603-2289 5000
You can also file a report with your state representative or engage a small claims lawyer. Yafee recommends the Tribunal as your first escalation step because it is free, designed for consumer disputes, and has legal authority to order refunds.
Final summary: take action now
Healthy Back Institute closed in September 2023, but its billing systems continue to charge Malaysian users. Your rights are protected under the Consumer Protection Act 1999, which gives you the explicit right to cancel any distance contract immediately. You do not need the company's permission, and you do not need to provide a reason.
Work through the cancellation methods in order: account portal first, then app store, then email to the US headquarters. Document every step with screenshots and saved emails. Check your bank statement for 30 days after cancellation to confirm no new charges appear.
Yafee has helped thousands of consumers cancel unwanted subscriptions from overseas merchants. The process is straightforward once you understand your legal position and follow a clear procedure. Stop procrastinating, gather your evidence today, and execute your cancellation before your next billing cycle hits. Yafee's mission is to give you the confidence and practical steps to take back control of your recurring charges. You have the right to cancel. Exercise it now.
Important warning
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- Yafee cannot guarantee the accuracy of content modified by the user.
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