How to cancel Hers subscription in malaysia: step-by-step legal guide

What Hers is and why the service matters for your wallet

Hers is a subscription-based telehealth service focused on women's health and wellness, offering consultations, prescriptions, and recurring deliveries across categories such as mental health, sexual health, and hair loss treatment. You pay a recurring monthly or quarterly fee for ongoing access to the service, not a one-off product purchase. Because billing happens automatically, understanding how to cancel before your next charge date is essential to avoid unwanted deductions from your bank account.

The service operates through Hims & Hers Health, a cross-border digital health platform. Your cancellation support is managed through the Hims support centre and email channels, even though you may have signed up through hers.com. This distinction matters: when you contact support, you are reaching the Hims & Hers team, not a separate Hers entity. Yafee has documented this confusion many times, so we recommend keeping detailed records of your account setup and all communications with the provider.

How Hers charges you in malaysia

Hers bills your payment method on a recurring schedule. Medication costs are charged separately from your membership fee, so your total monthly or quarterly expense can exceed the base subscription price. The service accepts international payment methods and does not publish Malaysia-specific pricing adjustments, meaning you are charged in the original currency (typically USD) and converted by your bank at the prevailing rate.

Because local payment terms and Malaysian ringgit (RM) support are not confirmed in the official sources, treat Hers as an overseas digital subscription with 24/7 English-language support. Take screenshots of your billing date, plan name, and renewal wording immediately after signup, as these records protect you if a dispute arises later.

Why malaysian users face extra cancellation risk

Malaysia-based subscribers encounter three specific risks: no local customer service number, support responses that may be delayed by time zone differences, and unclear refund terms for partial months. Furthermore, the Consumer Protection Act 1999 (Act 599) applies to your subscription, but Hers support may not be familiar with Malaysian statutory obligations. That is why Yafee recommends you document every step of your cancellation and keep evidence of your request for at least 30 days after you cancel.

Your legal position under malaysian consumer law

The Consumer Protection Act 1999 (Act 599) grants you several protections when you cancel a subscription service operating in Malaysia or available to Malaysian residents.

Statutory cancellation rights under act 599

Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (which includes online subscriptions) within fourteen (14) calendar days of the contract being concluded, provided the supplier has given you the required cancellation notice. In plain terms, if Hers did not clearly disclose your right to cancel within 14 days when you signed up, that failure may strengthen your position if a refund dispute arises.

Furthermore, Act 599 requires the supplier to provide cancellation information in a clear and transparent manner before you complete your purchase. If the Hers signup page did not display a cancellation policy in simple language, you have grounds to escalate a complaint to the Ministry of Domestic Trade and Cost of Living (MDTCCL), the enforcement body for Act 599.

What happens to your money if you cancel mid-cycle

The Consumer Protection Act 1999 requires the supplier to refund any sums you have paid within thirty (30) days of receiving your cancellation notice, except for charges that have already accrued for services rendered. In the context of Hers, this means: if you cancel on day 10 of a monthly cycle, Hers can retain charges for those 10 days, but must refund the balance. However, the Act also states that if the contract terms are unfair or misleading, you may have grounds to claim a full refund.

Consequently, if Hers charges your card on the 1st of each month and you cancel on the 15th, the supplier may argue it is entitled to keep the full monthly fee because the service has been available for 15 days. Nevertheless, Yafee has observed that many telemedicine providers offer a "cancel anytime" policy that is more generous than the statutory minimum, so your actual refund may be larger if you request it in writing.

Your legal position block

Your legal position: You have a statutory right to cancel under the Consumer Protection Act 1999 within 14 days of signup if proper cancellation information was not provided at purchase. You are entitled to a refund of any pre-paid amounts within 30 days of notifying Hers, minus charges for services already rendered. If Hers refuses to honour this right or fails to respond within 7 days, you can lodge a complaint with the Ministry of Domestic Trade and Cost of Living. Yafee advises you to keep dated screenshots of your cancellation request and all correspondence with support.

Cancellation methods: which route works fastest

Hers offers multiple cancellation channels, but not all are equally fast or reliable.

Cancellation methods comparison table

The email method is strongest because it creates a timestamped written record that satisfies the Consumer Protection Act 1999 requirement for documented cancellation notice. If you call or use live chat, follow up immediately with an email containing your full name, account email, subscription reference, and the date you requested cancellation.

Step-by-step cancellation procedure

Follow these steps in order to cancel your Hers subscription without losing money to an unexpected renewal charge.

Step one: gather and save your account details

1. Log into your Hers or Hims account.
   • Visit the account dashboard and locate your membership or subscription page.
   • Take a full-page screenshot of the plan name, billing frequency (monthly / quarterly), and next billing date.
   • Write down the exact email address linked to your account.
   • Save your most recent invoice or bank statement showing the last charge amount and date.

These records are your evidence. If a dispute arises, you will need to prove what plan you held, when you renewed, and that you requested cancellation before the next charge date. Yafee emphasises that this step takes five minutes but protects you for months afterwards.

Step two: decide on your cancellation channel

1. Choose the fastest available method for your situation.
   • If you want written confirmation immediately, use email: [email protected].
   • If you are in urgent need (billing date is tomorrow), call 1-800-368-0038.
   • If you see a "Cancel subscription" link in your account dashboard, click it and note the date and time you received the cancellation confirmation.
   • If the dashboard link does not work, do not attempt phone or chat; proceed directly to email.

Email is the legally strongest method because it creates an audit trail that the Consumer Protection Act 1999 requires for distance contracts. A phone call is valid, but only if you follow it with an email within two hours confirming the conversation.

Step three: draft and send your cancellation email

1. Open your email client and compose a message to [email protected].
   • Subject line: "Cancellation request for [your full name] - Account [your account email]"
   • Body: Include your full legal name, account email address, the date you request cancellation, your subscription plan name, and your next billing date. Example: "I request immediate cancellation of my Hers membership, effective today [date]. My account email is [email]. My next billing date is [date]. Please confirm cancellation and advise if any refund is due for unused services."
   • Attach a copy of your last invoice or bank statement as proof of the account.
   • Send the email and screenshot the "Sent" confirmation with the timestamp.

This email satisfies the statutory notice requirement under Act 599. The supplier must acknowledge receipt within 7 days under Malaysian consumer law.

Step four: cancel via phone if urgent

1. If you must cancel immediately and email seems too slow, call Hers support at 1-800-368-0038.
   • Be ready with your account email, full name, and next billing date.
   • Ask the representative to confirm cancellation date, any refund amount, and when it will be processed.
   • Request the representative's name and a reference number for the call.
   • End the call and immediately send a confirmation email to [email protected]: "Following my call today at [time] to [rep name], ref [number], I confirm my cancellation request. Please send written confirmation."

Phone cancellations are valid under the Consumer Protection Act 1999, but the absence of a written record creates risk. Always follow a phone call with an email within two hours to lock in the cancellation date.

Step five: verify cancellation and refund status

1. Wait for a confirmation email from [email protected].
   • This email must state the date your subscription ended and confirm that no future billing will occur.
   • If you do not receive confirmation within 48 hours, send a follow-up email with the subject "Urgent: Cancellation confirmation required" and include the date and time you submitted your original request.
   • Screenshot the confirmation email and save it in a folder named "Hers Cancellation" with the date in the filename.

Under the Consumer Protection Act 1999, the supplier must refund any pre-paid sums within 30 days of your cancellation notice. Consequently, if Hers accepted your cancellation on 1 June, the refund deadline is 1 July. If the refund does not appear by then, escalate to the MDTCCL.

Step six: monitor your bank account for 60 days

1. Check your bank or credit card statement every week for the next two months.
   • Look for any charges from Hers, Hims, or related entities.
   • If an unexpected charge appears after your confirmed cancellation date, contact your bank immediately and reference your cancellation email confirmation.
   • File a dispute claim with your bank and attach screenshots of your cancellation request and Hers' confirmation email.

Yafee has documented cases where telemedicine providers accidentally re-billed accounts after cancellation. Vigilance in the 60 days following your cancellation protects you from silent re-subscriptions.

Refund eligibility and timeline

Your refund depends on when you cancel relative to your billing date and what Hers' terms allow.

When Hers must refund you

Under the Consumer Protection Act 1999, Hers must refund any amount you paid for services not yet rendered or consumed. In practical terms: if you paid RM699 on 1 June for a monthly plan and you cancel on 15 June, Hers can retain approximately RM350 (15 days of service) and must refund approximately RM349 (the remaining 15 days). Nevertheless, Hers' terms may be more generous and permit full refunds if you cancel within a certain window.

Furthermore, the refund timeline is critical: Act 599 requires the supplier to process your refund within 30 days of receiving your cancellation notice. In practice, telemedicine refunds typically appear within 7-14 days, but can take up to 30 days if your bank is processing the return. Yafee recommends you contact Hers support on day 21 if the refund has not appeared.

How to request a refund if Hers denies it

If Hers refuses to refund you or claims the 14-day cancellation window has passed, send a formal dispute letter to the address listed in your account terms or to [email protected] with the subject "Formal refund claim under Consumer Protection Act 1999." State the refund amount you are claiming, the date you requested cancellation, and your legal basis (Act 599, section on refunds for distance contracts). Keep a copy for your records. If Hers does not respond within 14 days, escalate to the Ministry of Domestic Trade and Cost of Living.

What happens after you cancel Hers

Cancellation is stressful, but the aftermath is usually straightforward if you have followed the steps above.

Access and data after cancellation

Once your Hers subscription ends, you lose access to all active consultations, prescription refills, and account features. Your data is not automatically deleted; Hers retains medical records as required by law. You can request a copy of your health data by sending an email to [email protected] with the subject "Request for copy of medical records." Hers has 30 days to comply under data protection law.

If you have pending prescriptions or repeat deliveries scheduled after your cancellation date, contact Hers immediately to cancel those orders separately. Cancelling your subscription does not automatically stop medication shipments if they are billed as separate orders.

Checking your cancellation was processed

Log into your Hers account 7 days after cancellation confirmation. You should see a message stating your membership is inactive or cancelled. If your account still shows an active subscription or a next billing date, send an urgent follow-up email to [email protected] with the subject "Cancellation not processed - account still active." Do not wait for a response to escalate; simultaneously file a complaint with the MDTCCL if this occurs, as it may indicate a system error or bad faith practice.

Common cancellation mistakes to avoid

Many Malaysian users encounter unnecessary friction during cancellation, but most mistakes are preventable.

Mistake one: cancelling only via the app or website without email backup

If you cancel through the Hers app or website dashboard, you receive an on-screen confirmation but no timestamped email from Hers' servers. In the event of a billing dispute, this creates uncertainty about whether Hers received your request. Always screenshot the confirmation screen and then send an email to [email protected] confirming the cancellation date and reference number shown on screen.

Mistake two: cancelling on the billing date itself

If your Hers billing occurs on the 15th of each month and you cancel on 15 June, Hers may process your payment before cancelling your subscription. Instead, cancel between the 1st and the 10th of each month, giving yourself a 5-day buffer. Yafee has documented multiple cases where subscribers were charged despite requesting cancellation on the billing day because the payment system and cancellation system operate on different timelines.

Mistake three: assuming your pharmacy or doctor will stop billing you

Hers is a platform, not a single billing entity. Prescription renewals, medication deliveries, and doctor consultations may be billed through separate accounts or services. Cancelling your membership does not stop pharmacy charges unless you also cancel any separate orders or recurring prescriptions. Log into your account and explicitly cancel all active prescription refills and medication subscriptions before you close the account.

Mistake four: not following a phone cancellation with email

Under the Consumer Protection Act 1999, distance contracts require written notice of cancellation. A phone call alone is not enough evidence in a future dispute. Every phone cancellation must be followed within two hours with an email to [email protected] confirming the call details, the representative's name (if given), and the requested cancellation date. Without this email, you have no proof of your cancellation request if Hers later charges you again.

Mistake five: ignoring the refund deadline

The Consumer Protection Act 1999 allows Hers 30 days to process your refund. If you cancel on 1 June, the refund deadline is 1 July. Many Malaysian subscribers assume refunds are instant and do not follow up. Check your bank statement on day 15 and day 28. If the refund has not appeared by day 30, immediately contact your bank and file a chargeback claim. Do not wait until day 35 to take action.

Pricing and plan types

Understanding what you are paying for helps you decide whether cancellation is the right choice or whether switching to a lower-tier plan is better.

Hers pricing structure

Medication costs are invoiced separately from membership fees, so your total monthly charge can be significantly higher than the base subscription price. Furthermore, if you upgrade your plan (for example, from monthly to quarterly) partway through a cycle, Hers may charge you a prorated adjustment fee. Consequently, before you cancel, check whether you can simply pause your subscription or downgrade to a lower-tier plan instead, if Hers offers that option.

Reasons to cancel and reasons to keep Hers

Before you submit a cancellation request, consider whether cancellation is truly the right step or whether another action might serve you better.

Strong reasons to cancel

• You have completed your treatment plan and no longer need ongoing consultations or prescriptions.
• Hers charges are unexpected or higher than you budgeted.
• You are switching to a local Malaysian telemedicine provider with local customer support and ringgit pricing.
• You are experiencing poor service, unresponsive doctors, or delays in prescription fulfillment.
• Your medical situation has changed and the treatment offered by Hers is no longer appropriate.
• You cannot reach customer support consistently due to time zone or language barriers.

Reasons you might keep Hers instead

• You are mid-treatment and switching providers would disrupt your continuity of care.
• Hers offers a medication or treatment not easily available in Malaysia.
• You can afford the subscription and want to maintain ongoing wellness consultations.
• You received poor service but a simple account adjustment (pausing, downgrades) would solve the problem without full cancellation.
• You are within the 14-day statutory cancellation window and want to preserve your money before committing to another provider.

Yafee recommends that you weigh cancellation against pausing your subscription (if Hers offers this option) or downgrading to a less expensive plan tier. In many cases, a pause or downgrade solves your underlying concern without the finality of cancellation.

Before you cancel: checklist

Use this checklist to ensure you have completed every protective step before you request cancellation.

Common questions about Hers cancellation in malaysia

Will i lose my data if i cancel?

No. Your medical records remain on Hers' servers after cancellation. You can request a copy of your data at any time by emailing [email protected]. However, your access to active consultations, prescription renewals, and your account dashboard will end immediately upon cancellation.

Can i get a refund if i am outside the 14-day cancellation window?

Yes, but only if you cancel before your next billing date and request a refund for services not yet rendered. The Consumer Protection Act 1999 allows you to claim a refund for any pre-paid amount covering days after your cancellation date. Hers may argue that because you used the service (for example, a doctor consultation) during your billing cycle, no refund is owed. If you disagree, escalate to the MDTCCL.

What if Hers charges me after i cancel?

Contact your bank immediately and dispute the charge as "unauthorized billing after cancellation." File a chargeback claim and attach your cancellation email confirmation from Hers. Simultaneously, send a formal complaint letter to the Ministry of Domestic Trade and Cost of Living citing the Consumer Protection Act 1999. Yafee recommends you keep all evidence for at least one year after cancellation.

Can i cancel a quarterly plan early without penalty?

The Consumer Protection Act 1999 does not impose a penalty for early cancellation of distance contracts. However, Hers' terms may state that you forfeit the discount you received by committing to three or six months. Read your account terms carefully. If they claim a penalty is due, escalate to the MDTCCL; many such clauses are considered unfair under Act 599.

How long does it take Hers to confirm my cancellation?

Email responses typically arrive within 24-72 hours. If you call, you receive immediate verbal confirmation but no written record. Yafee emphasises that you must always follow a phone call with a confirmation email to create a timestamped, documented cancellation notice as required by the Consumer Protection Act 1999.

How yafee can help you cancel safely

Cancelling a subscription sounds simple, but most telemedicine services use complex billing systems that catch subscribers off guard. Yafee has helped thousands of consumers cancel subscriptions across all categories-health, fitness, entertainment, and software-by providing clear, law-based cancellation guides tailored to each service and each country. Our guides focus on the legal framework (such as Act 599 in Malaysia), the fastest cancellation method, refund eligibility, and escalation routes if the supplier refuses to comply.

When you use Yafee's cancellation guides, you gain access to the specific contact addresses, email templates, and follow-up checklists that make cancellation faster and more certain. Yafee ensures you understand your legal position before you reach out to Hers, so you are not surprised by a refusal or a delayed response. Many Malaysian consumers have used Yafee resources to recover refunds that Hers initially denied, by understanding the Consumer Protection Act 1999 and citing it directly in their dispute letters.

Visit yafee.com to access the full database of cancellation guides for hundreds of services. Whether you are cancelling Hers, a fitness app, a streaming platform, or any other subscription, Yafee provides the legal framework, the step-by-step process, and the escalation address you need to protect your money and your time.

Escalation and enforcement: what to do if Hers refuses to cancel

If Hers does not respond to your cancellation request within 7 days, or refuses your cancellation, you have legal remedies under Malaysian consumer law.

Step one: send a formal notice of non-compliance

Send a registered letter (or email with read receipt) to Hers at [email protected] with the subject "Final notice: cancellation request and non-compliance with Consumer Protection Act 1999." State that you submitted a cancellation request on [date], that Hers has failed to acknowledge or process it within 7 days, and that you are entitled to cancellation and refund under Act 599. Give Hers seven more days to respond. Keep a copy of this letter and the proof of sending (registered mail receipt or email read receipt).

Step two: lodge a complaint with the ministry of domestic trade and cost of living

If Hers does not respond within seven days of your formal notice, visit the MDTCCL complaints portal at www.kpdnkk.gov.my or visit a local Enforcement Division office in your state. You can submit a written complaint or file online. Include copies of your original cancellation request, Hers' response (if any), your formal notice of non-compliance, and evidence of payment (invoice or bank statement). The MDTCCL has enforcement powers under Act 599 and can compel Hers to honour your cancellation and refund.

Step three: file a chargeback with your bank

If Hers charges you again after your confirmed cancellation date, contact your bank and file a chargeback claim (sometimes called a dispute claim). Provide the bank with your cancellation email confirmation and any bank statement showing the disputed charge. Your bank's fraud department can recover the funds within 30-90 days. This step does not prevent you from also pursuing the MDTCCL complaint; both remedies can run in parallel.

Step four: escalate to a lawyer or consumer advocacy group

If the MDTCCL does not resolve your complaint within 60 days, or if the amount in dispute is substantial (above RM500), consider consulting a consumer law lawyer in Malaysia. Organisations such as the Federation of Malaysian Consumers Associations (FMCA) also provide free legal advice on consumer rights. Yafee recommends you gather all your documentation (emails, screenshots, cancellation notices, and MDTCCL complaint reference number) before reaching out to a lawyer, as this will reduce legal fees and accelerate resolution.

Cancellation address and contact summary

Use these contact details to cancel Hers or escalate a dispute if cancellation fails.

Hers support (cancellation requests)

• Email: [email protected]
• Phone: 1-800-368-0038 (US toll-free; available 24/7)
• Live chat: support.hims.com (available during business hours)

Malaysian consumer enforcement (if Hers refuses to cancel)

• Ministry of Domestic Trade and Cost of Living (MDTCCL): www.kpdnkk.gov.my
• Consumer Affairs Complaints Division: Tel 03-8000 8000 or email [email protected]
• Local Enforcement Division: Visit your state's office; use MDTCCL website to find the nearest branch

Your bank (for chargeback claims)

• Contact your bank's fraud or dispute department using the phone number on the back of your card.
• Be ready with your account number, the disputed transaction date, and the amount.
• Attach a copy of your Hers cancellation confirmation email when submitting the claim.

Final summary: you are in control of your cancellation

Cancelling Hers is legally straightforward in Malaysia because the Consumer Protection Act 1999 protects you. You have a statutory right to cancel within 14 days if proper disclosure was not given, and you have a right to a refund for services not rendered at any time before your next billing date. The key steps are simple: gather your account details, send a cancellation email, monitor for confirmation within 48 hours, and check your bank account for 60 days to ensure no unexpected charges occur.

If Hers delays, refuses, or charges you despite cancellation, you have escalation routes: the MDTCCL, your bank's chargeback process, and ultimately a consumer law lawyer. Yafee's purpose is to give you the information and structure you need to cancel without anxiety. By following this guide, you understand your legal rights, you have the contact addresses and email templates ready to use, and you know exactly what to expect at each stage of the cancellation process.

Yafee has helped thousands of consumers cancel subscriptions across Malaysia, Australia, the UK, and Singapore by translating consumer law into clear, actionable steps. Whether you are cancelling Hers or any other service, Yafee ensures you keep your money, meet legal deadlines, and have documented proof of your cancellation request. Start your cancellation today with confidence: you have the law on your side, and Yafee has the step-by-step guide to make it happen.