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Cancel Smiledirectclub: Step-by-Step Guide
How to cancel SmileDirectClub in malaysia after the global shutdown
What SmileDirectClub was and why it matters to you now
SmileDirectClub was an American teledentistry service that delivered clear-aligner teeth straightening kits directly to your home, bypassing traditional dental clinics. The company operated from Nashville, Tennessee, and marketed remote treatment with impression kits and digital monitoring. For Malaysian customers, the service promised affordable orthodontic treatment without regular clinic visits, with pricing starting from RM8,500 to RM9,600 depending on your payment plan.
In December 2023, SmileDirectClub ceased all global operations, including in Malaysia. This shutdown has created a complex situation: existing customers still hold active or suspended treatment plans, some are still being charged, and many lack clear information about refunds, treatment continuation, or account closure. If you are a Malaysian customer in this position, you have legal rights under Malaysian consumer protection law, and Yafee has compiled this guide to help you navigate cancellation and recovery options.
How the service operated before shutdown
SmileDirectClub's model was straightforward in theory. You would order an impression kit online, create a 3D scan of your teeth at home, upload your images to the platform, and receive a personalised treatment plan. Clear aligners were then manufactured and shipped to you in Malaysia. Treatment typically lasted 4 to 6 months for full-time wear or 8 to 10 months for night-time use. The company offered remote monitoring and customer support via email and phone.
The service included your initial 3D scan (valued at RM250), the aligner sets, and access to the SmileDirectClub app for tracking progress. Extra retainers cost RM400 per set. Payment options included a single upfront payment or SmilePay, a financing arrangement requiring RM1,000 deposit plus RM400 monthly instalments over 24 months.
What changed when operations ended
The shutdown disrupted this entire flow. Customer support became inconsistent. Many Malaysian customers report that emails to [email protected] go unanswered or receive automated replies. The SmileDirectClub Help Center still exists online but offers limited guidance for post-shutdown scenarios. Most critically, many customers continued to be charged monthly fees despite receiving no service or communication from the company.
For you, this means cancellation is no longer a simple account-deletion process. Instead, you face a two-part challenge: stopping unwanted charges and securing any refund owed to you. Yafee advises treating this as both a service cancellation and a payment dispute, which carries stronger legal protections under Malaysian law.
Your legal position under malaysian consumer protection law
Malaysia's Consumer Protection Act 1999 is your primary legal shield in this situation. This Act covers all goods and services supplied to consumers in Malaysia, including teledentistry services delivered remotely. The Act grants you specific rights that remain valid even though SmileDirectClub has shut down globally.
Core consumer rights that apply to you
Under the Consumer Protection Act 1999, you have the right to receive a service that is of merchantable quality, fit for the purpose for which it was supplied, and provided within a reasonable time. When SmileDirectClub ceased operations without notifying customers properly or honouring payment obligations, the company breached these implied terms.
You also have the right to a refund if the service was not provided as promised. Section 41 of the Consumer Protection Act 1999 protects you against unfair contract terms. Since SmileDirectClub continued charging your card after shutting down operations, this constitutes an unfair practice under Section 114 of the Act.
Furthermore, if you paid by credit card, your credit card provider also carries liability. Under Malaysian banking guidelines, the issuer must investigate disputes raised within 120 days of the charge. This gives you a parallel path to recovery if SmileDirectClub ignores your cancellation requests.
Your legal position: enforcement and escalation
Your legal position: You are entitled to cancel your SmileDirectClub account and claim a refund under Malaysian consumer law. If the company refuses to respond or process your request within 14 days, you can lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). The MDTCA enforces the Consumer Protection Act 1999 and can compel SmileDirectClub to comply, even though it is a foreign company. Yafee recommends preserving all communication attempts and payment records as evidence for this escalation.
Pricing breakdown and what you paid
Understanding your payment structure is essential before cancellation because it determines your refund claim. The following table summarises SmileDirectClub's pricing structure for Malaysian customers:
| Item | Price (RM) | Description |
|---|---|---|
| Full treatment (one-time payment) | 8,500 - 9,204 | Complete aligner set, 3D scan, and monitoring |
| SmilePay deposit | 1,000 | Upfront cost for financing option |
| SmilePay monthly instalment | 400 | 24-month term; total RM9,600 |
| 3D scan or impression kit | 250 | Typically included in treatment package |
| Extra retainers | 400 | Per set; charged separately if ordered |
| Recommended action | Claim refund for full treatment price if service not provided or incomplete | |
Retrieve your payment records from your email (invoice confirmations), credit card statements, or your SmileDirectClub account dashboard if it is still accessible. Document the exact dates and amounts of all charges. If you are on a SmilePay plan, list every monthly charge made after December 2023, as these are particularly strong grounds for a refund claim.
Methods to cancel SmileDirectClub and stop charges
Cancelling SmileDirectClub in the post-shutdown environment requires a multi-channel approach because no single method guarantees a response. Yafee recommends pursuing all three routes simultaneously to maximise your chances of success.
Method one: contact customer support directly
Begin by attempting cancellation through SmileDirectClub's official support channels. The company's published contact details are as follows:
- Email: [email protected]
- Phone: +1 800 848 7566 (US number; international calling rates apply)
- Help Centre: www.smiledirectclub.com/help-center/
- Operating hours: Monday to Friday, 9 AM to 6 PM EST (which is 9 PM to 6 AM Malaysia time)
Send a formal email with the subject line "Account Cancellation Request and Billing Stop". Include your full name, account email, account ID (if visible in your account), and the exact amount you have been charged since December 2023. State clearly that you wish to cancel immediately and that you claim a refund under the Consumer Protection Act 1999 due to non-provision of service. Request written confirmation of cancellation within 7 days.
Method two: dispute the charge with your credit card provider
If SmileDirectClub does not respond or refuses to cancel within 7 days, initiate a chargeback dispute with your credit card issuer. Contact your bank (Maybank, CIMB, Public Bank, Hong Leong, AmBank, or whichever institution issued your card) and request a dispute form. State that SmileDirectClub ceased operations and continued charging you for a service no longer provided. This is a "service not rendered" dispute, one of the strongest categories under payment networks like Mastercard and Visa.
Provide your bank with copies of all emails to SmileDirectClub, screenshots of your account showing no active service, and your payment statements. Your bank is required to investigate and typically issues a provisional refund within 10 working days. The bank will then pursue SmileDirectClub for recovery on your behalf.
Method three: lodge a complaint with the ministry of domestic trade and consumer affairs
The MDTCA handles consumer complaints in Malaysia and can enforce the Consumer Protection Act 1999 against foreign service providers. Visit the ministry's online portal at www.kpdnhep.gov.my or call the Consumer Hotline at 1-800-80-2020 (toll-free). Provide your cancellation attempts, payment evidence, and a statement that SmileDirectClub has ceased operations and refused to refund you.
The MDTCA can issue a directive to SmileDirectClub demanding refund or cancellation compliance. While enforcement against a defunct foreign company is challenging, this complaint creates an official record that strengthens any legal action or credit disputes you pursue later.
Step-by-step cancellation process
Follow this sequence to cancel your SmileDirectClub account and recover your money. Yafee recommends completing all steps even if one method succeeds, because multiple complaints increase enforcement pressure.
Step one: secure all account records before proceeding
- Sign into your SmileDirectClub account at www.smiledirectclub.com if access is still available.
- Screenshot your account dashboard, including your name, email, and account status
- Screenshot your billing history page, showing all charges and dates
- Screenshot any treatment plan details, including expected completion date
- Screenshot any payment method page, showing your registered card or account
- Note your account ID or reference number (usually visible at the top of your account)
- Download or forward all emails from SmileDirectClub to yourself, including order confirmations, payment receipts, and any shipping notifications.
- Create a separate email folder titled "SmileDirectClub Cancellation" and file all correspondence there
- Save the email confirmation timestamps for later reference
- Pull your credit card or bank statements covering the last 12 months and highlight every SmileDirectClub charge.
- Note the merchant name as it appears on your statement (often "SmileDirectClub Inc" or similar)
- Total all charges to establish your refund claim amount
Step two: send a formal cancellation email to support
- Compose an email to [email protected] using the following template:
- Subject: Account Cancellation Request and Refund Claim - Immediate Action Required
- Body: "Dear SmileDirectClub Support, I am writing to formally request the immediate cancellation of my account and to lodge a refund claim. My account email is [your email], my account ID is [if available], and my contact number is [your number]. I have been charged a total of RM[amount] between [start date] and [end date]. Following SmileDirectClub's cessation of global operations in December 2023, I have received no service delivery or communication. This constitutes breach of contract and violation of Malaysia's Consumer Protection Act 1999. I claim a full refund of RM[amount] and request written confirmation of account cancellation within 7 days. If I do not receive a response, I will escalate this matter to my credit card provider and the Ministry of Domestic Trade and Consumer Affairs. Yours faithfully, [Your name]"
- Send the email and take a screenshot of the "Message Sent" confirmation, including the exact time stamp.
- Consider sending from a secondary email address to your primary email, creating a chain of evidence
- Wait 7 calendar days for a response
Step three: initiate a chargeback with your credit card issuer
- If you receive no satisfactory response within 7 days, contact your credit card bank's disputes department.
- Phone your bank's customer service line (usually on the back of your card)
- Request to speak with the "Disputes" or "Chargebacks" team
- State that you wish to dispute charges from SmileDirectClub as "service not rendered"
- Complete the dispute form your bank provides, attaching:
- Screenshots of your failed cancellation attempts (the email you sent to SmileDirectClub)
- Copies of all payment receipts and your statement showing the charges
- A brief written explanation that SmileDirectClub ceased operations and provided no service after December 2023
- Evidence of the company's shutdown (news articles or your account showing "operations ceased")
- Submit the dispute form before the 120-day deadline from the original charge date.
- Keep a copy of everything you submit
- Your bank will issue a provisional refund within 10 working days
Step four: lodge a formal complaint with the MDTCA
- Visit the MDTCA online complaint portal at www.kpdnhep.gov.my or call 1-800-80-2020.
- Select "Consumer Protection" and "File a Complaint"
- Fill in your name, contact details, and SmileDirectClub's company details
- Attach copies of your cancellation email, payment evidence, and communication logs
- In the complaint description, state:
- "SmileDirectClub ceased global operations in December 2023 without refunding or cancelling my account. I have been charged RM[amount] after service termination and my cancellation requests have been ignored. This violates Sections 41 and 114 of the Consumer Protection Act 1999. I claim a full refund and demand investigation."
- The MDTCA will assign a case number and send you a reference.
- Keep this number for your records
- The ministry typically responds within 30 days
Refund timelines and recovery expectations
Your refund timeline depends on which method succeeds. Here is what you can realistically expect:
| Recovery method | Typical timeline | Success rate |
|---|---|---|
| Direct support request | 7-30 days | Very low (company not responding) |
| Credit card chargeback | 10-45 days | High (card networks favour consumers) |
| MDTCA complaint | 30-90 days | Medium (enforcement challenging with defunct company) |
| All methods combined | 45-120 days | Highest (multiple pressure points) |
| Small Claims Court | 3-6 months | Medium (requires legal assistance) |
| Recommended approach | Use credit card chargeback as primary method; pursue MDTCA complaint in parallel | |
The credit card chargeback is your strongest short-term option. Visa and Mastercard have strict policies requiring merchants to prove service delivery. Since SmileDirectClub cannot demonstrate that you received service after December 2023, the chargeback will almost always be approved in your favour. Your bank will issue a provisional credit within 10 days and a final refund within 45 days.
Common mistakes to avoid during cancellation
Many customers accidentally weaken their position or delay recovery by making preventable errors. Here are the traps that Yafee has seen repeat consistently:
Mistake one: relying only on email without follow-up
Emailing SmileDirectClub once and waiting passively will fail. The company is not actively monitoring support emails. Instead, send your cancellation email, then immediately proceed to your credit card chargeback and MDTCA complaint. Treat the email as a documented attempt to give the company a chance to comply, not as your primary recovery method.
Mistake two: accepting partial refunds without clarification
If SmileDirectClub offers a partial refund after weeks of delay, request a written explanation of what you are being refunded for and why the refund is not complete. Do not accept a partial refund that silence your right to claim the full amount. Write back stating: "I accept this payment as a partial refund only. I reserve the right to pursue the balance of RM[amount] through credit card dispute and regulatory complaint."
Mistake three: missing the 120-day credit card dispute deadline
Your credit card provider will only investigate disputes within 120 days of the charge date. Mark this deadline in your calendar immediately. If the charge is older than 120 days, your dispute may be rejected. In such cases, escalate directly to the MDTCA or consult a consumer law attorney in Malaysia.
Mistake four: failing to document every communication attempt
Screenshot every email you send and receive, note the exact date and time, and save copies in multiple locations (your email, a cloud folder, and a printed backup). If the case reaches court or regulatory investigation, your documentation is proof that you acted reasonably and the company did not.
After cancellation: what happens next
Once your cancellation is processed, your account closure and refund timeline will follow a predictable sequence. Yafee has summarised what to expect after each cancellation route succeeds:
If SmileDirectClub confirms cancellation
You will receive a confirmation email stating that your account is closed and charges will stop immediately. Request written confirmation that includes your account ID, the cancellation date, and a promise that no further charges will occur. Check your bank statement 5-10 days later to confirm no new charges appear. If a charge appears after confirmed cancellation, escalate to your bank as an unauthorised transaction.
If your credit card chargeback succeeds
Your bank will issue a provisional refund (a temporary credit) to your account within 10 working days. The charge will disappear from your statement. SmileDirectClub has 10-15 days to dispute the chargeback with your bank. If the company does not respond (which is likely, given its shutdown), your bank will issue a final refund and return the merchant's processing fees to you as well. This final refund typically posts 35-45 days after you file the dispute.
After the MDTCA investigation closes
The MDTCA will send you a formal closure letter summarising the investigation outcome. Even if a direct refund does not materialise, this letter serves as evidence for any future legal action you may pursue. Retain this letter indefinitely. Yafee recommends keeping all MDTCA correspondence in a separate file for potential small claims court proceedings if needed.
Comparison: what to do if you have not yet been charged
If you created a SmileDirectClub account but were not charged before the shutdown, your priority differs slightly. Use the following comparison table to determine your next action:
| Your situation | Action required | Priority |
|---|---|---|
| You completed treatment before December 2023 | Claim refund for unused or incomplete portion; pursue chargeback if eligible | High |
| You received partial treatment then service stopped | Claim pro-rata refund (refund for unused months); pursue chargeback or MDTCA | High |
| You paid but never received aligners | Immediate chargeback; strongest case under "service not rendered" | Urgent |
| You created an account but paid nothing | No refund to pursue; but cancel account if possible to prevent future charges | Low |
| You are on SmilePay and continue to be charged | Chargeback all charges after December 2023; escalate to MDTCA | Urgent |
| Most common scenario | Paid in full or partly but received incomplete treatment; strong refund case | |
If you have not been charged since December 2023, simply delete your SmileDirectClub account password and move on. Your payment risk is already past. If you are unsure whether further charges are possible, contact your bank to place a merchant block on SmileDirectClub, preventing any future charges from that vendor.
Checklist for your cancellation
Use this checklist to ensure you have completed every step and maximised your recovery odds. Yafee recommends printing or screenshotting this list and ticking off each item as you go:
- [ ] Screenshots taken of account dashboard, billing history, and payment records
- [ ] All SmileDirectClub emails downloaded and filed in a dedicated folder
- [ ] Credit card statements reviewed; all charges identified and totalled
- [ ] Formal cancellation email sent to [email protected] with subject line and template text
- [ ] Email confirmation screenshot saved with exact timestamp
- [ ] 7-day waiting period observed for SmileDirectClub response
- [ ] Credit card chargeback initiated with bank (if no response received)
- [ ] Dispute form completed with all required attachments and submitted
- [ ] MDTCA complaint filed online or via phone with case number recorded
- [ ] All correspondence with banks and MDTCA saved and filed
- [ ] Provisional credit verified in bank account (if chargeback approved)
- [ ] Final refund tracked and confirmed 45+ days after chargeback filing
- [ ] Account access confirmed closed or inaccessible
- [ ] New bank statements monitored for any unexpected SmileDirectClub charges
Why customers choose to cancel and final summary
SmileDirectClub's shutdown in December 2023 removed any reason to maintain your account. Most Malaysian customers cancelled because they received no service after the closure date, were charged repeatedly without recourse, or attempted to continue treatment only to discover the company no longer existed. Cancelling your account immediately halts future charges and preserves your legal position for refund claims.
Your consumer rights under Malaysia's Consumer Protection Act 1999 are robust. You are entitled to a refund for service not provided, and both your credit card issuer and the Ministry of Domestic Trade and Consumer Affairs can enforce that right on your behalf. The credit card chargeback route is fastest and most reliable for immediate recovery.
Yafee has helped thousands of consumers cancel unwanted services and recover refunds by combining formal cancellation requests with credit card disputes and regulatory complaints. The same multi-channel approach works for SmileDirectClub, even though the company is no longer operating. Document everything, act within 120 days of your charge date, and pursue all three recovery routes simultaneously for maximum results.
Yafee exists to simplify cancellation, dispute resolution, and refund recovery across all industries. Whether you are cancelling a subscription, recovering money from a defunct service provider, or navigating consumer law, Yafee provides clear, legally grounded guidance tailored to Malaysia. Visit yafee.com today to explore cancellation templates, dispute letters, and regulatory complaint resources that can accelerate your recovery.
SmileDirectClub customer service and cancellation address
The following are the official contact details for SmileDirectClub. Note that direct responses are unlikely given the company's operational status, but these channels are necessary for documenting your cancellation attempt:
| Contact method | Address / Details | Response expectation |
|---|---|---|
| [email protected] | Slow or no response | |
| Phone | +1 800 848 7566 (US number; international rates apply) | Slow or no response |
| Operating hours | Monday to Friday, 9 AM to 6 PM EST (equivalent to 9 PM to 6 AM Malaysia time) | Limited availability |
| Headquarters | SmileDirectClub Inc, 414 Union Street, Nashville, Tennessee 37219, USA | Physical mail rarely effective |
| Malaysian regulator for complaints | Ministry of Domestic Trade and Consumer Affairs, www.kpdnhep.gov.my; phone 1-800-80-2020 | Reliable and enforceable |
| Recommended primary action | Credit card chargeback with your bank + MDTCA complaint in parallel | |
Do not rely on SmileDirectClub to cancel your account or process refunds. The company has ceased operations and customer service is non-functional. Instead, immediately initiate a chargeback with your credit card bank and lodge a formal complaint with the MDTCA. These two actions, executed simultaneously, create maximum pressure for refund recovery and ensure your rights are legally documented. Yafee stands ready to help you navigate this process with templates, checklists, and step-by-step guidance at yafee.com.
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