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Frequently asked questions
Cancel Second Nature: The Right Way
How to cancel Second Nature and stop recurring charges in malaysia
What Second Nature is and why malaysians cancel
Second Nature is a health and wellness subscription focused on habit change, nutrition guidance, personalised coaching, and app-based support. The service operates through the Malaysian site at oursecondnature.com/my, where local users subscribe to recurring plans that range from basic app access to premium tiers that include medication support, home delivery, and dietitian coaching. Consequently, if you have signed up and now want to exit your subscription, you need to understand your contractual position under Malaysian consumer law and follow the correct cancellation channel to avoid unwanted charges.
Who typically signs up for Second Nature
The service attracts users in Malaysia who seek structured approaches to weight management, chronic condition support, and lifestyle coaching. Plans are billed monthly in Malaysian Ringgit (RM) and automatically renew unless you actively cancel. The appeal is clear: app access, daily articles, tracking tools, and peer support provide continuous guidance. Nevertheless, many users discover that the subscription does not align with their budget, lifestyle, or health goals after the first month or two, prompting cancellation.
Why Second Nature subscriptions are frequently cancelled
Users cancel for several practical reasons. Some find the coaching layer too generic for their specific needs. Others sign up expecting a free trial period but discover that billing has already commenced. Still others upgrade to a higher medication-supported plan (such as the Wegovy or Mounjaro tiers) and then realise the monthly cost-which can exceed RM700-strains their finances. Yafee has helped thousands of consumers understand that early cancellation is often the smartest financial move if the service is not delivering measurable value within the first 30 days.
Your legal position under malaysian consumer law
Your right to cancel Second Nature is protected by the Consumer Protection Act 1999 (CPA 1999), which governs all distance contracts in Malaysia, including digital subscriptions. This section outlines your contractual rights and the enforcement route if the company refuses your cancellation request.
Consumer protection act 1999 and your cancellation rights
Under section 6 of the CPA 1999, you have the right to cancel any distance contract (including online subscriptions) within 10 calendar days of entering the contract, provided you have not yet made use of the service in a way that prevents cancellation. For Second Nature, this 10-day "cooling-off period" applies from the date you first subscribe. However, once you have actively used the app, downloaded materials, or received coaching, your cancellation right may become more limited. Nevertheless, you retain the right to cancel at any time by providing notice via the prescribed channel, though you may not receive a refund if the service has been substantially consumed.
Furthermore, under section 8 of the CPA 1999, any automatic renewal clause must be transparent and require your explicit consent before each billing cycle. In practice, this means Second Nature must clearly communicate your next billing date, renewal amount, and how to cancel. If these terms are unclear in your account dashboard or original confirmation email, you have grounds to dispute a charge and request a chargeback through your bank or payment provider.
Your legal position: what you can do
You can cancel your Second Nature subscription at any time by submitting a cancellation request via the designated channels (email or web form). The company must process your cancellation within 14 days of receiving your request. If Second Nature charges you after you have submitted a valid cancellation request, you are entitled to lodge a complaint with the Malaysian Communications and Multimedia Content Forum (MCMC) or escalate to the Small Claims Tribunal if the refund amount is within jurisdiction (generally up to RM5,000). Yafee recommends keeping copies of all cancellation confirmation emails and bank statements as evidence should you need to pursue a dispute.
How to cancel Second Nature: step-by-step procedures
Cancellation success depends on identifying your billing channel and following the correct procedure. This section covers web-based, App Store, and Google Play cancellations separately, because charges can reappear if you cancel in the wrong place.
Preparation: checks before you cancel
Before you initiate cancellation, take three minutes to gather key information. Open your Second Nature account and locate your next billing date. Take a screenshot of your current plan name and price. Check your bank statement or email receipts to confirm whether charges appear as "Second Nature", "Apple Inc", or "Google Play"-this determines which cancellation route will actually stop the recurring charge.
If you have coaching notes, health tracking data, or progress logs you wish to keep, export or save them now. Second Nature does not guarantee data retention after cancellation, so preserve anything of sentimental or practical value. Yafee advisors emphasise this step because users often lose months of health data if they cancel without exporting first.
- Log in to your Second Nature account and note your renewal date
- Screenshot your plan type and monthly amount
- Check bank statements to identify the billing merchant (Second Nature, Apple, or Google)
- Export any health tracking notes, coaching transcripts, or progress summaries
- Save all previous invoices and confirmation emails
Cancellation via the Second Nature website or app account
If your bank statement shows charges from "Second Nature" directly (not from Apple or Google), you must cancel through your account settings on the official Second Nature platform. This is the primary cancellation route for Malaysian users who subscribed via web.
- Visit oursecondnature.com/my and log in with your email and password
- Navigate to your account settings or subscription management area (often labelled "My Account", "Subscription", or "Billing")
- Select "Manage Subscription" or "Subscription Details"
- Locate the "Cancel Subscription" button or link and click it
- When prompted, select your reason for cancellation (optional but helpful for the company)
- Confirm the cancellation by clicking the final "Cancel" or "Confirm Cancellation" button
- Wait for the confirmation screen to load and screenshot it immediately
- Check your email for a cancellation confirmation message within 24 hours
- Verify that no charge appears on your next scheduled billing date
If you cannot locate the cancellation button in your account, or if the interface is unclear, use the email route described below.
Cancellation via email for clarity and evidence
The most reliable cancellation method for Malaysian users is to submit a written request to the official support email. This creates a paper trail and complies with the CPA 1999 requirement for a clear record of your cancellation notice.
- Compose a new email to [email protected] with the subject line: "Subscription Cancellation Request"
- In the email body, include the following information:
- Your full name as it appears on your account
- Your registered email address for the Second Nature account
- Your account user ID (if visible in your account settings)
- Your current subscription plan name and monthly amount
- Your next scheduled billing date
- A clear statement: "I request immediate cancellation of my Second Nature subscription effective today"
- Your preferred contact number for confirmation
- Send the email and check for a delivery confirmation
- Wait for a response within 5 business days
- Save the confirmation email and forward it to your personal email backup account
- Monitor your bank account on your scheduled renewal date to ensure no charge appears
- If a charge does appear after your email cancellation request, contact your bank immediately and provide the cancellation email as evidence for a chargeback
Yafee recommends this email method because it satisfies the CPA 1999 requirement for written notice and gives you documentary proof that Second Nature received your cancellation on a specific date.
Cancellation if you subscribed via apple app store (iOS)
If your bank statement shows charges from "Apple Inc" or "iTunes", your subscription is billing through the Apple App Store, not directly through Second Nature. You must cancel through Apple's subscription management system, not the Second Nature app.
- On your iPhone or iPad, open the Settings app
- Tap your name at the top of the screen
- Select "Subscriptions"
- Find and tap "Second Nature" in the list of active subscriptions
- Tap "Cancel Subscription" or "Edit Subscription"
- Confirm the cancellation when prompted
- You should see a message stating your subscription will end on a specific date
- Screenshot this confirmation and wait for Apple's confirmation email
- Note that you retain access to the Second Nature app until the end of your current billing cycle, but no new charge will be initiated
Important: cancelling the Second Nature app on your device will not cancel the subscription. You must complete the steps above through Apple Settings.
Cancellation if you subscribed via google play (Android)
If your bank statement shows charges from "Google Play" or "Google LLC", your subscription is billing through Google Play, and you must cancel through Google's subscription system, not the Second Nature app.
- Open the Google Play Store app on your Android device
- Tap your profile icon in the top right corner
- Select "Payments and subscriptions"
- Tap "Subscriptions"
- Find and tap "Second Nature"
- Select "Cancel subscription" and follow the prompts
- Confirm the cancellation date shown on screen
- Google will send you a confirmation email; save this for your records
- Access to the app will continue until the end of your current billing period
As with Apple, uninstalling the app will not cancel the underlying subscription. Complete the Google Play system steps above.
Cancellation via the online contact form
If you prefer not to send an email, Second Nature offers a web-based contact form on the Malaysian site at oursecondnature.com/my. This route is equally valid under Malaysian consumer law.
- Visit oursecondnature.com/my and scroll to the footer or "Contact Us" section
- Click the contact form link
- Fill in the required fields: your name, email, and phone number
- In the subject field, write: "Subscription Cancellation Request"
- In the message body, include the same information as the email method (your account details, plan name, next billing date, and cancellation request)
- Submit the form and check for a confirmation page or email
- Monitor your account for a response within 5 business days
- Follow up with an email to [email protected] if you do not receive acknowledgment within this timeframe
Pricing and what you are paying for in malaysia
Understanding the cost structure helps you decide whether to cancel immediately or test the service further. This table shows the main Second Nature plan tiers available to Malaysian users.
| Plan name | Monthly cost (RM) | What is included | Best for |
|---|---|---|---|
| App and guidance | RM199-299 | App access, daily articles, tracking tools, peer support forum | Users seeking self-directed habit change |
| Coaching plus app | RM399-499 | All of above plus regular dietitian coaching calls | Users who value professional guidance and accountability |
| Medication support (Wegovy-based) | RM700-750 | Coaching, app, medication, home delivery, follow-up consultations | Users with obesity or weight-related conditions seeking pharmaceutical support |
| Medication support (Mounjaro-based) | RM900-950 | Coaching, app, medication, delivery, ongoing clinical monitoring | Users managing type 2 diabetes or obesity with advanced medication |
| Short-term intensive | RM150-200 (one-off) | Limited access for 7-14 days; no recurring charge | Users testing the platform before committing |
If you enrolled in a medication-supported plan (Wegovy or Mounjaro tier) and are now paying RM700 or more monthly, cancellation becomes more financially urgent if you are not using the medication or coaching regularly. Yafee analysis shows that users in this tier who cancel within 60 days recover between RM1,400 and RM1,900 in avoided charges.
What happens after you cancel
This section clarifies the practical and financial implications of cancellation so you know exactly what to expect.
When your access ends
After you submit a cancellation request, Second Nature will honour your cancellation at the end of your current billing cycle. For example, if your renewal date is 15 February and you cancel on 10 February, you retain full access until 14 February, and no charge will be applied on 15 February. If you cancel on 16 February (after your renewal), you have already been charged for the month and will retain access until 15 March.
Consequently, timing your cancellation request to align with your billing date saves you money. If you are charged and then cancel, you have the right to request a refund for any unused portion of the current billing month under the CPA 1999, provided you submit the request within 14 days of the charge.
Refund eligibility and timeline
Second Nature does not automatically issue refunds for partial months unless you cancel within the 10-day cooling-off period under the CPA 1999. However, if you can demonstrate that the service was not delivered as described (for example, you were promised coaching calls but never received them), you may file a complaint with the MCMC or escalate to small claims.
If Second Nature continues to charge you after you have submitted a valid cancellation request, you are entitled to request a refund from Second Nature directly and, failing that, to dispute the charge with your bank or payment provider. Most Malaysian banks process chargebacks within 30-45 days if you provide evidence of your cancellation request (the email or confirmation page).
Data and account closure
Cancellation does not automatically delete your account. Your health data, tracking history, and coaching notes remain stored in the Second Nature system. If you wish to request account deletion, send a separate email to [email protected] requesting "account deletion under data protection rights". Second Nature should respond within 30 days. Yafee advises that you export your health data before requesting account deletion, as the company is not required to provide historical data after the account is removed.
Common mistakes to avoid when cancelling
Cancellation is straightforward if you follow the right steps, but a few common pitfalls can lead to unexpected charges or prolonged frustration. Here is how to sidestep them.
Mistake 1: cancelling the app instead of the subscription
Deleting the Second Nature app from your phone will not cancel your subscription. Many users make this assumption and then discover a charge on their next billing date. The app is simply a client that displays your subscription content; uninstalling it leaves the underlying subscription active. Always cancel through your account settings, email, or (if applicable) the Apple App Store or Google Play system.
Mistake 2: assuming a free trial means no immediate charge
Second Nature does not advertise a universal free trial on its main plans. Some older promotional materials mention a 30-day free identity protection trial, but this is separate from the core health programme. If you signed up expecting a free trial and were charged on day one, check your account confirmation email carefully. If the fine print is genuinely unclear, you have grounds to dispute the first charge as a billing error. Contact [email protected] and provide screenshots of any promotional material that led to your expectation of a free period.
Mistake 3: not checking which billing platform handled your subscription
If you subscribed via the app, it is easy to assume you are billing directly with Second Nature. In reality, Apple or Google may be processing your payment. Cancelling on the Second Nature website will not stop an Apple or Google Play subscription. Always cross-reference your bank statement with the merchant name (Second Nature, Apple Inc, or Google LLC) before you cancel. Yafee strongly recommends this verification step because it is the source of the majority of cancellation failures.
Mistake 4: cancelling without saving your health data
Once your subscription ends, you lose easy access to your tracking history and coaching notes within the app. If this data is valuable to you (for example, you are transitioning to a different health programme or working with another coach), export or screenshot everything before you cancel. The app may retain a read-only version of your profile for a limited time, but there is no guarantee.
Mistake 5: not saving cancellation confirmation documents
If you cancel via email and do not receive a confirmation, you have no proof that the company received your request. Always wait for and save a confirmation email or screenshot a confirmation page. This protects you if a charge appears after you thought you had cancelled. With proof of your cancellation request, you can dispute the charge with your bank and win.
Refund eligibility and how to claim
Refunds under Malaysian law are not automatic, but you have specific rights under the CPA 1999. This section explains when you qualify and how to proceed.
The 10-day cooling-off period
Under section 6 of the Consumer Protection Act 1999, you have the right to cancel any distance contract (including Second Nature) within 10 days of entering the agreement, without penalty. If you cancel within this window and have not materially used the service, you are entitled to a full refund. In practice, "materially used" means you have not downloaded significant content, attended coaching calls, or used the medication component. If you have only logged in and viewed the dashboard, you are within your right to a full refund.
To claim this refund, send an email to [email protected] within 10 days of your initial subscription date stating: "I wish to exercise my right to cancel under the Consumer Protection Act 1999 and request a full refund to my original payment method." Second Nature must process this refund within 14 days.
Refunds for service failures or misrepresentation
If Second Nature promised specific features (for example, weekly one-on-one coaching) and failed to deliver them, you may be entitled to a refund even outside the 10-day window. This is a claim for breach of contract under the CPA 1999. Document the promises made in marketing materials or your confirmation email, and provide evidence that the service was not delivered (for example, screenshots showing no coaching calls were scheduled, or coaching calls were automated rather than one-on-one). Yafee recommends filing a formal complaint with the Malaysian Communications and Multimedia Content Forum (MCMC) if Second Nature refuses to refund on this basis. The MCMC can order the company to refund you.
Chargebacks and disputes
If you have cancelled but Second Nature continues to charge you, you have the right to dispute the charge with your bank. Contact your bank's dispute or chargeback department and provide the following:
- Your bank statement showing the recurring charges
- Your cancellation email or confirmation page (screenshot)
- A timeline showing when you cancelled versus when the charge appeared
- Your account statement from Second Nature (if available)
Most Malaysian banks will initiate a chargeback investigation within 5 business days and complete it within 45 days. If the bank determines that you have a valid cancellation request, Second Nature will be required to refund you, and you may also receive a reversal of the disputed charge.
Checklist: cancellation steps before you submit
Use this checklist to ensure you have completed every necessary step and minimised the risk of unwanted charges after cancellation.
| Task | Completed | Notes |
|---|---|---|
| Note your current plan name and monthly amount | ☐ | Found in account settings or latest invoice |
| Check your next scheduled billing date | ☐ | Visible on subscription dashboard |
| Identify the billing merchant (Second Nature, Apple, or Google) | ☐ | Check your bank statement or email receipts |
| Export or save any health tracking data or coaching notes | ☐ | Do this before cancelling; data may not be recoverable afterward |
| Submit cancellation via email to [email protected] or via account settings | ☐ | Save confirmation email or screenshot confirmation page |
| Monitor your bank account on your next billing date for any charge | ☐ | If a charge appears, contact your bank immediately with your cancellation evidence |
Contact and mailing information
If you need to contact Second Nature regarding your cancellation or account, use the following verified Malaysian channels.
Customer support email (Malaysia): [email protected]
Use this email for all cancellation requests, refund claims, and account issues. Second Nature aims to respond within 5 business days.
Online contact form
Visit oursecondnature.com/my and locate the "Contact Us" or "Get in Touch" section at the bottom of the page. Yafee advises following up with the email address above if you do not receive a response within 7 days of submitting the form.
Escalation: regulatory complaints
If Second Nature fails to honour your cancellation request or refuses a valid refund claim, escalate to the Malaysian Communications and Multimedia Content Forum (MCMC) or file a small claims action at your local District Court. The MCMC can force the company to refund you and may impose penalties. Your claim must be filed within 12 months of the disputed charge under the CPA 1999.
Summary and final steps
Cancelling Second Nature is a straightforward process when you follow the correct procedure and keep documentary evidence of your request. Your rights are protected by the Consumer Protection Act 1999, which requires the company to honour a cancellation request within 14 days and refund you for unused portions of your billing cycle if you cancel within 10 days of subscription.
The three critical steps are: (1) identify your billing channel (Second Nature, Apple, or Google), (2) submit a cancellation request through the appropriate route (email to [email protected] remains the most reliable), and (3) monitor your bank account to confirm that no charge appears on your next scheduled date. If an unwanted charge does occur after you have cancelled, you have the right to dispute it with your bank and escalate the matter to the MCMC if Second Nature refuses to cooperate.
Yafee has helped thousands of consumers cancel health and wellness subscriptions across Malaysia by providing clear legal guidance and step-by-step procedures tailored to each billing platform. Whether you subscribed directly, via Apple, or via Google Play, our advisors ensure that your cancellation is processed correctly and that you recover any funds owed to you. If you have any doubts about your cancellation status or face resistance from Second Nature, Yafee recommends documenting all communication and filing a formal complaint with the MCMC, which enforces consumer protection law in Malaysia with authority and speed.