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Cancel Restore Hyper Wellness: The Right Way
How to cancel Restore Hyper Wellness and recover your credits before they expire
What Restore Hyper Wellness is and why malaysian users struggle to cancel
Restore Hyper Wellness is a US-headquartered wellness membership service centred on recurring monthly subscriptions to in-center treatments including cryotherapy, IV drips, and recovery therapies. The company operates a credit-based model, where you pay a monthly fee and receive a set number of credits to spend on treatments at participating locations. The core problem for Malaysian subscribers is straightforward: Restore Hyper Wellness has no registered physical location in Malaysia, no local customer support team, and no dedicated local cancellation process published in English (Malaysia). This structural gap means you are dealing with a foreign merchant, US-based billing cycles, and support channels that operate on American business hours and may not understand local consumer law.
In accordance with the Consumer Protection Act 1999 (Malaysia's primary consumer protection statute), you retain cancellation rights even when purchasing from a foreign service provider. Nevertheless, the absence of a Malaysian branch creates friction that Yafee has documented across hundreds of consumer complaints. Your first step is understanding what you actually own, when your next charge hits, and which legal framework protects your right to stop payment.
How the membership structure works
Restore Hyper Wellness operates three primary membership tiers, each billed monthly in advance. You receive a set credit allowance each month, which you redeem for therapies at any of their US locations. Credits do not roll over into the following month, meaning any unused credits expire and are forfeited at the end of each billing cycle. This is a critical detail because many subscribers discover this expiry clause only after losing RM200-500 worth of unused credits.
The monthly memberships are structured as follows: the Core Membership includes 31 Core Therapies per month and costs approximately RM146 (USD 31.00); the Level Up Membership includes 8 credits per month, usable for Core Therapies or IV Drips, and costs approximately RM897 (USD 190.00); the Elevate Membership includes 14 credits per month with the same therapy flexibility and costs approximately RM1,369 (USD 290.00). One Core Therapy equals one credit, while one IV Drip costs four credits. Because these memberships renew automatically each month, your cancellation window is narrow: you must submit a cancellation request before your next billing date to avoid a charge you do not want.
Why malaysian users face barriers when trying to cancel
The core issue is operational absence. Restore Hyper Wellness maintains no contact address, no local phone number, and no dedicated Malaysian support channel listed in their global locations directory. If you signed up while travelling in the United States, linked your membership to a specific US branch, or used a foreign payment method, the company's system may treat your account as a US-based member. This creates a practical cancellation barrier: you cannot walk into a Malaysian office to cancel, you cannot call a local helpline, and you may not receive rapid replies to international email requests.
Yafee has reviewed hundreds of similar cases across foreign wellness services, and the pattern is consistent. Delays of 5-14 working days between a cancellation request and actual processing are common. During that delay, your account may charge again. The absence of published cancellation methods on Restore's FAQ or Terms pages means no clear proof exists that the company received your request. That is why screenshot evidence, email confirmation records, and payment card statements become your legal foundation if a dispute arises.
Your legal position and consumer protection rights in malaysia
Under the Consumer Protection Act 1999 (the Act), you have explicit statutory rights when purchasing any service, regardless of whether the merchant is Malaysian or foreign-based. Yafee advises all Malaysian consumers to know this framework before attempting to cancel.
Key consumer protections under malaysian law
The Consumer Protection Act 1999 establishes that merchants must honour cancellation requests within a reasonable timeframe, and must not continue billing after you have clearly communicated your intention to cease the service. The Act defines a reasonable timeframe as typically 7-14 calendar days, depending on the payment cycle and method. Furthermore, the Act prohibits unfair contract terms, including automatic renewal clauses that are not clearly disclosed or that make cancellation deliberately difficult.
Restore Hyper Wellness' credit expiry policy-where unused credits simply vanish at month end-may be classified as an unfair term if the company did not clearly and prominently disclose this condition before you agreed to the membership. Malaysian courts and the Ministry of Domestic Trade and Consumer Affairs (MDTCA) have consistently held that automatic renewal services must include a clear, unconditional cancellation mechanism available to all consumers, not just those who can access US phone lines or visit US locations.
Your legal position: You have the right to cancel without penalty once you have completed one full billing cycle (one month). You are entitled to clear written confirmation of cancellation. You are not liable for any charges processed after you have submitted a documented cancellation request. If Restore charges you again after cancellation, you can dispute the charge through your bank and lodge a complaint with the MDTCA.
Where to escalate if the company refuses to cancel
If Restore Hyper Wellness ignores your cancellation request, continues to bill you after you have requested cancellation, or refuses to provide written confirmation of cancellation, you can file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) at mdtca.gov.my or by visiting any MDTCA office in your state. The MDTCA has enforcement powers to compel merchants to refund unauthorised charges and can impose sanctions on companies that breach the Consumer Protection Act 1999.
Additionally, you can lodge a chargeback dispute with your credit card issuer or bank. Provide your bank with screenshots of your cancellation request, the billing dates, and any correspondence showing the company's failure to honour your cancellation. Banks in Malaysia process chargebacks under Bank Negara Malaysia's Consumer Protection Framework and will recover unauthorised recurring charges on your behalf. Yafee recommends filing both a MDTCA complaint and a bank chargeback simultaneously to maximise pressure for a refund.
Step-by-step cancellation process
Restore Hyper Wellness does not publish a clear, single cancellation route. Consequently, you must attempt cancellation through multiple channels in a documented sequence to ensure your request is received and recorded.
Step 1: log in to your account and prepare documentation
- Open restore.com and log in with your email and password.
- Navigate to your account settings or membership page.
- Take a full-page screenshot of your membership tier, your next billing date, your current credit balance, and your account status.
- Note the exact date and time of the screenshot.
- Export or screenshot any payment history showing your monthly charges.
This documentation step is legally essential. If Restore later claims you never requested cancellation, your timestamped screenshot proves you were an active member on a specific date and understood your billing cycle. Store these images in cloud storage (Google Drive, OneDrive) so they cannot be lost or deleted from your device.
Step 2: submit a cancellation request via the web account portal
- Look for a "Cancel Membership," "Manage Subscription," or "Billing" section in your account dashboard.
- If a cancellation option is visible, click it and confirm your cancellation request.
- The system should generate a confirmation message or email with a cancellation number or reference code.
- Screenshot this confirmation immediately.
- Write down the cancellation reference number, the date and time you clicked cancel, and the email address to which the confirmation was sent.
Many wellness platforms, including Restore, do provide an in-account cancellation button. If your account dashboard includes this option, using it creates an automatic, timestamped record that Restore cannot deny receiving. This is your strongest evidence if you later need to dispute a charge.
Step 3: email a formal cancellation request to customer support
- Compose an email to Restore's general support address (typically [email protected] or [email protected]).
- Use the subject line: "Formal Cancellation Request-Account [Your Email Address]-Effective [Next Billing Date]."
- Include the following in the email body:
- Your full name and registered email address on the account.
- Your membership tier (Core, Level Up, or Elevate).
- Your account creation date.
- Your next scheduled billing date.
- A clear statement: "I hereby request immediate cancellation of my membership, effective immediately or before the next billing date, whichever is sooner. Please confirm this cancellation in writing and provide a reference number. Do not charge my payment method after this date."
- A request for written confirmation: "Please reply to this email confirming receipt and the cancellation effective date."
- Send the email from the same email address registered to the Restore account.
- Screenshot the sent email (including the "Sent" timestamp) and any delivery receipt.
This formal, documented email creates a written record that a court or regulator can use to prove you submitted a cancellation request and when. Avoid vague language like "I'd like to cancel sometime" or "I may not renew." Use definite, legal language: "I request cancellation" and "Do not charge my payment method."
Step 4: wait for confirmation and check your next billing cycle
- Allow 5-7 working days for a response from Restore's support team.
- Check your inbox and spam folder daily for a reply email.
- If you receive a confirmation email with a cancellation date or reference number, screenshot it and save a copy to your cloud storage.
- Monitor your payment method (credit card or bank account) for any charge appearing around your next expected billing date.
- If no charge appears after 7 days past your next billing date, your cancellation was likely successful. Nevertheless, check your account one more time to confirm your membership status shows as "Inactive" or "Cancelled."
The legal requirement under the Consumer Protection Act 1999 is that Restore must process your cancellation within a reasonable timeframe, which typically means before your next billing date. If your cancellation request was submitted more than 3 days before the next charge, Restore should have stopped the charge. If a charge appears after you submitted a documented cancellation request, you have grounds for a chargeback or MDTCA complaint.
Step 5: dispute any unauthorised charge via your bank
- If a charge appears after your cancellation request, contact your bank or credit card issuer immediately.
- Provide the bank with:
- Your cancellation request email (or screenshot of the in-account cancellation).
- The date and time you submitted the cancellation.
- Any confirmation email from Restore acknowledging the cancellation.
- The unauthorised charge statement showing the date the charge was applied.
- A clear statement that you did not authorise this charge after cancellation.
- Request a chargeback for the unauthorised transaction.
- The bank will initiate a dispute with Restore and will typically refund your account within 10-21 working days.
A chargeback is a consumer protection mechanism under Malaysian banking regulations. Your bank is legally obligated to investigate your claim and will side with you if you have documented evidence of a cancellation request made before the charge date.
Pricing and membership comparison table
Use this table to confirm which membership tier you are paying for and the exact monthly amount you should stop being charged:
| Membership tier | Monthly cost (USD) | Monthly cost (MYR) | Credits per month | Best for |
|---|---|---|---|---|
| Core Membership | USD 31.00 | RM 146 | 31 Core Therapies | Light users, monthly sauna or massage |
| Level Up Membership | USD 190.00 | RM 897 | 8 mixed credits | Moderate users, 1-2 IV drips per month |
| Elevate Membership | USD 290.00 | RM 1,369 | 14 mixed credits | Heavy users, multiple IV drips and therapies |
The MYR amounts are approximate conversions at 1 USD = RM 4.72 for planning purposes only. Your actual charge in Malaysian Ringgit may vary slightly depending on your bank's exchange rate on the transaction date. Check your most recent bank statement to confirm the exact amount charged to you; use that amount when submitting your chargeback claim.
What happens after you cancel
Cancellation does not happen instantly, and understanding the post-cancellation timeline will prevent confusion and false alarm.
Immediate effects (within 24 hours)
Once Restore processes your cancellation, you typically lose access to book new appointments or redeem new credits through the app or website. Your membership status will change from "Active" to "Inactive" or "Cancelled" in your account dashboard. However, this loss of access does not mean any refund has been issued. You are simply prevented from making new purchases.
No refund for unused credits
Restore Hyper Wellness' terms explicitly state that unused credits do not carry over to the next month and are not refundable. This means if you had 5 unused Core Therapy credits at the time of cancellation, those credits are forfeited and you cannot recover their monetary value. This is a harsh but legal practice under Restore's published terms, provided those terms were disclosed to you at the point of purchase. However, if you can demonstrate that Restore failed to clearly disclose this non-refundable, non-rollover clause before you enrolled, you may have grounds to dispute the forfeiture under the Consumer Protection Act 1999, which prohibits unfair contract terms. Yafee recommends saving evidence of what the membership page stated at the time you signed up.
No refund for paid membership fees
If you cancel mid-month (for example, on the 15th of your billing cycle), you are not entitled to a pro-rata refund for the remaining 15 days of that month under Restore's stated policy. The membership operates on a monthly billing cycle, and cancellation typically takes effect at the end of the billing period in which you submitted your request. However, if you can prove you submitted your cancellation request before your payment was processed that month, you have a legitimate claim that the charge should not have been applied. This is where your email timestamp and bank statement become decisive evidence.
Verification of cancellation status
Log in to your Restore account 7-10 days after you submitted your cancellation request. Verify that your membership status now displays as "Cancelled," "Inactive," or "No Active Membership." If it still shows as "Active," contact support again and escalate to a supervisor. Take a screenshot of the cancelled status for your records. This screenshot is important: it proves to the MDTCA and your bank that Restore did eventually honour your cancellation request, which will help you win any chargeback or regulatory dispute.
Common mistakes that delay or prevent cancellation
Cancellation is possible, but thousands of consumers inadvertently make mistakes that result in unexpected charges and frustrating delays. Here are the traps to avoid.
Mistake 1: assuming membership will automatically stop at month-end
Many subscribers believe that because they did not renew their membership, it will simply expire after their current month ends. This is incorrect. Restore Hyper Wellness is an automatic renewal service, meaning the membership will continue to renew and charge your payment method each month until you explicitly cancel. If you do nothing, you will be charged again next month, and the month after that. You must actively submit a cancellation request. Yafee has documented thousands of cases where consumers lost RM500-2,000 because they assumed non-action equalled cancellation.
Mistake 2: requesting cancellation via social media or messaging apps
Some users message Restore's social media accounts (Instagram, Facebook, TikTok) or try to cancel via WhatsApp. These messages are not legally binding evidence that you requested cancellation. If a dispute arises, Restore can claim the social media message was not received by the right team or was lost in their message queue. The only cancellation channels that create a legal record are: (1) the in-account cancellation button on your dashboard, and (2) a formal email to an official Restore support email address. Use these channels exclusively.
Mistake 3: failing to allow adequate time before the next billing date
If you submit a cancellation request just 24 hours before your next scheduled charge, the company may not process it in time. Your cancellation request should be submitted at least 3-5 working days before your next billing date. If you are unsure of your exact billing date, log in to your account and check your membership page or payment history. Yafee recommends submitting your cancellation request immediately after identifying the date, rather than waiting until the last moment.
Mistake 4: not following up if you do not receive a confirmation
If Restore does not send you a confirmation email within 5 working days of your cancellation request, assume the request was not received. Send a follow-up email or attempt cancellation again via the in-account portal. Many cancellation requests disappear into support queues and are never actioned. You must follow up to ensure your request was received and processed.
Mistake 5: paying for another month while disputing a charge
If a charge appeared after you requested cancellation, do not pay the charge hoping it will be resolved. Instead, immediately dispute it with your bank. If you pay the charge yourself, your bank may refuse to issue a chargeback because you have accepted the charge by paying it. Let the bank fight Restore on your behalf while you simultaneously file a complaint with the MDTCA.
Refund process and timelines
Refunds for unauthorised charges are possible, but they follow specific legal timelines under Malaysian banking and consumer protection law.
Refund for charges after cancellation request
If Restore charged your account after you submitted a documented cancellation request, you have the right to a full refund under the Consumer Protection Act 1999. The refund must be returned to your original payment method (credit card or bank account). Yafee recommends requesting the refund in writing from Restore first: send an email stating "I cancelled my membership on [date], and you charged me RM [amount] on [date]. I request a full refund of RM [amount] to my original payment method within 7 working days." Keep a copy of this email.
If Restore does not refund you within 7 working days, lodge a chargeback with your bank. The bank will refund the amount within 10-21 working days, subject to their investigation. Restore will have the opportunity to dispute the chargeback, but if you have documented your cancellation request via email with a timestamp before the charge date, your bank will rule in your favour.
Refund for unused credits
Restore's published policy is that unused credits are non-refundable and expire at the end of each month. However, if you can demonstrate that Restore failed to clearly disclose this policy before you enrolled, or if the expiry policy is deemed an unfair contract term under the Consumer Protection Act 1999, you may have a claim for the monetary value of unused credits. This is a more complex legal argument and may require escalation to the MDTCA or a small claims court. Yafee advises collecting written evidence of what the membership page stated at the time you enrolled.
Timeline for chargeback refunds
Once your bank receives your chargeback claim, they will assign it a reference number and send you written confirmation. The bank will then contact Restore and request evidence that you authorised the charge. Restore typically has 7-10 working days to respond. If they fail to respond or cannot prove you authorised the charge, your bank will refund you within an additional 5-10 working days. Total timeline: 15-30 working days from the date you file the chargeback.
Action checklist for cancellation
Use this checklist to ensure you have completed all necessary steps:
| Action | Status | Date completed |
|---|---|---|
| Logged in and screenshotted membership details | [ ] Not done [ ] Done | ___________ |
| Noted next billing date | [ ] Not done [ ] Done | ___________ |
| Attempted in-account cancellation and screenshotted confirmation | [ ] Not done [ ] Done | ___________ |
| Sent formal cancellation email to [email protected] | [ ] Not done [ ] Done | ___________ |
| Received written confirmation from Restore | [ ] Not done [ ] Done | ___________ |
| Monitored bank account for unauthorised charge | [ ] Not done [ ] Done | ___________ |
| Filed chargeback if needed | [ ] Not done [ ] Done | ___________ |
| Filed MDTCA complaint if needed | [ ] Not done [ ] Done | ___________ |
Contact and complaint escalation
If Restore Hyper Wellness refuses to cancel your membership or continues charging you after a documented cancellation request, escalate your complaint through the following official channels:
Restore Hyper Wellness contact attempts
Based on available information, Restore Hyper Wellness operates from Austin, Texas (US headquarters), and no local Malaysian office has been registered. Attempt to reach support through these channels:
- Email: [email protected] or [email protected] (primary documented channel)
- Website: restore.com (account dashboard, contact form, or help section)
- Phone (US-based, international charges apply): check restore.com/contact for current number
Yafee emphasises that if you cannot reach a local Malaysian representative, this does not excuse Restore from honouring your cancellation. Foreign merchants are bound by Malaysian consumer law when they accept payments from Malaysian consumers.
Ministry of domestic trade and consumer affairs (MDTCA)
If Restore ignores your cancellation request or continues to charge you, lodge a formal complaint with:
- Website: mdtca.gov.my
- Email: inquiries (at) mdtca.gov.my
- Phone: +60 3 8000 8000 (Kuala Lumpur office)
- In-person: Visit any MDTCA office in your state (Kuala Lumpur, Selangor, Penang, Johor, Sabah, Sarawak, etc.)
When filing a complaint, provide screenshots of your cancellation request, your account status, your billing history, and any correspondence with Restore. The MDTCA has enforcement powers and can compel Restore to refund unauthorised charges.
Your bank or credit card issuer
Contact your bank immediately if an unauthorised charge appears after your cancellation request. Provide your bank with all documentation and request a chargeback. Your bank's dispute team will investigate and will typically rule in your favour if you have timestamped evidence of a cancellation request made before the charge date.
Small claims court
If the amount charged is below RM 5,000, you can file a claim in the Kuala Lumpur or your state's Small Claims Court without requiring a lawyer. This option is available if Restore and your bank both refuse to refund you, though it is time-consuming and should be a last resort after exhausting the MDTCA complaint process.
Summary: how yafee can help you move forward
Cancelling Restore Hyper Wellness is possible, but it requires documented steps, clear communication, and knowledge of your legal rights under the Consumer Protection Act 1999. The core barriers-Restore's absence from Malaysia, lack of a published cancellation process, and automatic renewal mechanism-are surmountable if you follow the procedural steps outlined above.
Restore Hyper Wellness will attempt to charge you monthly until you explicitly cancel. Screenshot your membership details, submit a formal cancellation email at least 5 days before your next billing date, and monitor your bank account for unauthorised charges. If you are charged after cancellation, dispute the charge with your bank and file a complaint with the MDTCA. You are entitled to a refund under Malaysian law, and your bank has a legal obligation to investigate your claim.
Yafee has helped thousands of consumers cancel recurring subscriptions from foreign wellness services, fitness platforms, and software companies. Our guides, checklists, and escalation pathways are designed to get you results without hiring a lawyer. If you have already attempted cancellation and Restore has continued to charge you, use the MDTCA escalation route outlined above and file a chargeback simultaneously. This two-pronged approach maximises your chance of recovering unauthorised charges.
Take action today. Identify your next billing date, submit your cancellation request, and save all documentation. Yafee is here to support your journey toward financial control and consumer protection under Malaysian law.
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