How to cancel Endel in malaysia: your legal rights and step-by-step guide

What Endel is and why you might want to cancel

Endel is a subscription-based audio streaming service that generates personalised soundscapes designed for focus, relaxation and sleep. The app operates entirely online through iOS, Android, Mac and web platforms, with no Malaysia-based customer service office or phone support line. If you subscribed to Endel and now wish to cancel, you have clear legal rights under Malaysian consumer protection law-but the cancellation process itself depends on where you originally signed up. At Yafee, we help thousands of consumers navigate subscription cancellations across all platforms, and Endel is no exception.

How Endel charges you

Endel operates on a recurring subscription model. You pay a monthly or annual fee for continuous access to adaptive sound sessions. The charge renews automatically on your billing date unless you actively cancel before that date arrives. This means simply deleting the app does not stop billing-you must formally cancel the subscription through the correct channel, which may be Endel's own web account, Apple App Store, or Google Play, depending on where you signed up originally.

Why cancellation matters in malaysia

Under the Consumer Protection Act 1999 (Act 599), Malaysian consumers have the right to cancel distance contracts-including digital subscriptions-within a specified timeframe and to receive clear cancellation instructions. Endel, as a foreign company operating in Malaysia, must comply with this law. Yafee specialises in helping consumers enforce these rights when companies make cancellation deliberately difficult. Your position is strong: you have the statutory right to cancel, and the onus is on Endel to provide a clear, functioning cancellation mechanism.

Current Endel pricing in malaysia

Endel does not publish Malaysia-specific pricing in Ringgit on its public website. However, based on verified USD pricing converted at the standard rate of approximately 1 USD to 4.72 RM, the following costs apply.

The most common reason consumers contact Yafee about Endel cancellation is accidental continued billing after they thought they had cancelled. The annual plan carries the highest financial risk if you miss the cancellation deadline, so noting your exact renewal date is critical.

Your consumer rights when cancelling Endel

This section explains the legal framework that protects you as a Malaysian consumer cancelling a digital subscription service.

Consumer protection act 1999 and distance contracts

Endel is a distance contract-you sign up online without face-to-face negotiation, and the company is based overseas in Berlin, Germany. The Consumer Protection Act 1999 (Act 599) therefore applies to your subscription. Under Section 87 of this Act, you have the right to cancel distance contracts within a cooling-off period, typically 10 working days from the date you enter the contract, unless you have already accessed the service (which most digital subscriptions do, since you begin using them immediately upon purchase).

Your legal position: Once you have used Endel's service, your cooling-off period expires. However, you retain the right to cancel your recurring subscription at any time with reasonable notice. Endel must provide you with a clear, functioning cancellation mechanism that does not require excessive steps, unexplained delays or contact with multiple departments.

Endel's obligation to provide cancellation instructions

The Consumer Protection Act 1999 also requires that any company offering a distance contract-including recurring subscriptions-must provide clear cancellation instructions before or at the time of purchase. Endel publishes cancellation guidance in its help centre and support communications. The company is obliged to honour cancellation requests processed through the method shown in these instructions, and to confirm cancellation in writing within a reasonable timeframe.

If Endel refuses to cancel, or if billing continues after you submit a valid cancellation request, you have grounds to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA), the enforcement body for consumer protection in Malaysia. Yafee often advises consumers on escalating such disputes to the MDTCA.

Right to refund

If you cancel Endel during your subscription period, you are not automatically entitled to a refund of the full amount paid for that period. However, if you cancel within the cooling-off period (10 working days, provided you have not yet substantially used the service) or if Endel fails to provide the service you paid for, you have a right to a proportional refund. Furthermore, if Endel continues to charge you after a valid cancellation request, you may demand repayment of all unauthorised charges as compensation.

How to cancel Endel: step-by-step by platform

Your cancellation method depends on where you originally subscribed. The following sections cover each platform in detail. Yafee recommends completing all cancellation steps and taking screenshots before confirming you have successfully cancelled.

Step 1: verify your subscription details and billing channel

Before you cancel, establish exactly where your subscription is managed. Open your email and search for the original Endel purchase receipt or welcome email. This email will show the payment method and billing channel. Alternatively, check your bank or credit card statement for the Endel charge and identify whether the merchant is listed as "Endel.io", "Apple Inc.", or "Google Play".

1. Search your email inbox for "Endel" or "receipt" to find the original purchase confirmation.
   • If the email mentions "Endel account" or "Endel Sound GmbH", you subscribed directly with Endel.
   • If it mentions "Apple" or "iTunes", your subscription is managed through Apple App Store.
   • If it mentions "Google Play", your subscription is managed through Google Play Store.
2. Check your bank or credit card statement for the Endel charge and note the exact merchant name.
   • Write down the charge amount and the date it was deducted.
3. Take a screenshot of your statement entry and email confirmation for your records.

Step 2: cancel if you subscribed directly with Endel

If your receipt shows you paid Endel directly (not through App Store or Google Play), use Endel's official account cancellation page. This is the most direct and fastest method.

1. Go to the Endel web app at endel.io and log in with your email and password.
   • If you cannot log in, click "Forgot password" and follow the reset instructions.
2. Navigate to your account settings (usually in the top-right menu under your profile name or avatar).
   • Look for options labelled "Account", "Settings", "Subscription" or "Billing".
3. Find the subscription or billing section and look for a "Cancel subscription" button.
   • Click or tap this button.
   • If you do not see a cancellation button, your subscription may not be direct with Endel-check Step 3 or Step 4 instead.
4. Read any cancellation survey or confirmation screen carefully.
   • Endel may ask why you are cancelling; this is optional and does not delay cancellation.
5. Confirm the cancellation by clicking "Yes, cancel" or the equivalent button.
   • A confirmation message should appear immediately on screen.
6. Take a screenshot of the cancellation confirmation showing the date and time.
   • You will also receive a cancellation confirmation email to your registered address within 24 hours; save this email.
7. Verify that your subscription no longer appears in the account settings under "Active subscriptions".

Step 3: cancel if you subscribed through apple app store

If your receipt shows "Apple Inc." or "iTunes" as the merchant, your subscription is managed by Apple, not Endel. You must cancel through the App Store to stop billing.

1. On your iPhone, iPad or Mac, open the Settings app (not the Endel app).
   • On Mac, click the Apple menu in the top-left corner and select "System Preferences".
2. Tap or click your name at the top of Settings.
   • If you see "iCloud" instead, tap that first, then scroll to the top and tap your name.
3. Select "Media and Purchases" or "iTunes and App Stores".
   • If prompted, sign in with your Apple ID and password.
4. Tap "View Apple ID" or "Account".
   • You may be asked to authenticate with Face ID, Touch ID or your Apple ID password.
5. Scroll down and tap "Subscriptions".
   • You will see a list of all active subscriptions linked to your Apple ID.
6. Locate "Endel" in the list and tap it.
   • If you do not see Endel listed, your subscription may already be cancelled or may be managed through a different Apple ID; check any other Apple accounts you may use.
7. Tap "Cancel Subscription" or the red "Unsubscribe" button.
   • Apple will show your current subscription end date and ask you to confirm cancellation.
8. Tap "Confirm" or "Cancel Subscription" to finalise the cancellation.
   • You will remain able to use Endel until the end of your current billing period; no refund is issued for partial months.
9. Take a screenshot showing "Subscription Cancelled" or your updated subscription status.
   • Your cancellation confirmation will also arrive in your email associated with your Apple ID within 24 hours.

Step 4: cancel if you subscribed through google play

If your receipt shows "Google Play" or "Google" as the merchant, your subscription is managed by Google, not Endel. You must cancel through Google Play to stop billing.

1. On your Android phone or tablet, open the Google Play Store app.
   • If you are on a computer, go to play.google.com and sign in with your Google account.
2. Tap the profile icon in the top-right corner of the screen.
   • On a computer, click the profile icon in the top-right.
3. Select "Manage my subscriptions" (on Android) or "Payments and subscriptions" (on computer).
   • You will see a list of all active subscriptions.
4. Tap or click on "Endel" in your subscriptions list.
   • If Endel does not appear, your subscription may already be cancelled.
5. Tap or click "Cancel subscription".
   • Google will display your current subscription end date and renewal date.
6. Follow the on-screen prompts to confirm cancellation.
   • Google may ask you why you are cancelling; this is optional.
7. When the process completes, you will see a confirmation message and a "Subscription cancelled" status.
   • You retain access to Endel until the end of your current billing period.
8. Take a screenshot of the cancellation confirmation and your updated subscription status.

Step 5: email Endel to confirm cancellation (optional but recommended)

After cancelling through any platform, Yafee recommends sending a confirmation email to Endel. This creates a paper trail and protects you if billing continues after cancellation.

1. Open your email client and compose a new message to [email protected].
   • Subject line: "Subscription Cancellation Confirmation - [Your Email Address]"
2. In the body, state clearly:
   • Your full name and the email address associated with your Endel account.
   • The date you cancelled.
   • Which platform you used to cancel (Endel website, Apple App Store, or Google Play).
   • A request for Endel to confirm receipt of your cancellation notice in writing.
3. Include a screenshot of your cancellation confirmation (from Step 2, 3 or 4 above) as an attachment.
   • This proves you cancelled within a defined time window.
4. Send the email and retain a copy for your records.
   • Endel typically responds within 2-3 business days.

What happens after you cancel Endel

Understanding the post-cancellation timeline protects you from surprise charges and helps you plan alternative music services.

Access and billing after cancellation

Once you cancel Endel, your subscription enters a grace period. You retain full access to all Endel features until the end of your current billing cycle. For example, if you pay monthly and your renewal date is 15 March, and you cancel on 10 March, you can use Endel until 14 March inclusive. On 15 March, your access will terminate and no charge will be deducted.

If your next billing date has already passed (for instance, if you cancel on 10 March but were charged on 5 March), you have already paid for the month and may use Endel for the remainder of that month. No refund is issued unless you cancelled within your cooling-off period or Endel failed to provide the service.

Monitor your bank statement

After cancellation, monitor your bank or credit card statement for 30 days to confirm that no further charges appear. Charges may take 3-5 business days to process, so watch your statement through the first week after your access ends. If a charge appears after you cancelled, take screenshots immediately and contact Endel with evidence of your cancellation.

Data and account deletion

Cancelling your Endel subscription does not automatically delete your account or personal data. If you wish to delete your account and remove all personal information from Endel's servers, contact [email protected] with a formal data deletion request. Reference the General Data Protection Regulation (GDPR), which applies to Endel as a company operating in the European Union, and request confirmation of deletion within 30 days.

Refund eligibility and how to claim

This section clarifies when you are entitled to a refund and the correct procedure to claim it.

When you are eligible for a refund

You are eligible for a full or partial refund in the following circumstances:

• You cancelled within 10 working days of subscribing and had not substantially used the service before cancelling (cooling-off period under the Consumer Protection Act 1999).
• Endel failed to deliver the service or the service was unavailable for an extended period during your subscription.
• You were charged after submitting a valid cancellation request.
• Endel continued to charge your card after you cancelled through App Store or Google Play (the responsibility falls on the payment processor first, then Endel).

You are not eligible for a refund if you cancelled after the 10-working-day cooling-off period and had already accessed the service. This is standard practice for digital subscription services and is consistent with Malaysian consumer law.

How to claim a refund

1. Gather evidence:
   • Email confirmation of your original purchase (with date and amount).
   • Bank or credit card statement showing the charge (with date and merchant name).
   • Screenshot of your cancellation confirmation.
   • Any emails from Endel acknowledging your cancellation or continued billing.
2. Email [email protected] with the subject "Refund Request - [Your Email Address]".
   • State clearly the reason for the refund request and the amount you wish to recover.
   • Attach all evidence listed above.
   • Request a response within 14 days.
3. If Endel refuses or does not respond within 14 days, escalate to your bank or credit card company.
   • Contact your bank's fraud or disputes team and lodge a chargeback claim, providing all evidence.
   • Most banks will reverse unauthorised or disputed charges within 30-60 days.
4. If the bank dispute is unsuccessful or if the amount is significant, lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) at 03-8000 8000 or via their website.
   • The MDTCA can investigate Endel's practices and compel refunds on behalf of affected consumers.

Common cancellation mistakes and how to avoid them

You are not alone if your Endel cancellation went wrong the first time-these mistakes are common and preventable with the right information. Below are the pitfalls Yafee encounters most frequently, and how to sidestep them.

Deleting the Endel app without cancelling the subscription

The most frequent mistake is assuming that deleting the Endel app from your phone stops the subscription. It does not. App deletion is merely a storage step; it does not communicate with Endel or your payment processor that you wish to cancel. Your subscription will continue to renew on its scheduled date, and charges will appear on your statement even though the app is no longer installed. Always cancel through your account settings or payment processor before deleting the app.

Cancelling through the wrong platform

If you subscribed through Apple App Store but attempt to cancel through the Endel website, the cancellation may not register. The subscription system does not automatically synchronise across platforms. Always cancel where you subscribed. If you are unsure, check your email receipt (Step 1 above).

Missing the renewal date

Subscriptions renew on a fixed date each month or year. If your renewal date is 15 March and you wait until 16 March to cancel, you have already been charged for the next cycle. To avoid this, cancel at least 3 days before your renewal date. Write your renewal date in a calendar or phone reminder when you sign up.

Not confirming cancellation immediately

After you tap "Cancel subscription", always wait for the confirmation message on screen and take a screenshot. Do not assume cancellation is complete until you see explicit confirmation text such as "Subscription cancelled" or "You will lose access on [date]". If no confirmation appears, refresh the page and check again, or repeat the cancellation steps.

Failing to monitor billing after cancellation

Check your bank statement 3-5 days after your cancellation date to confirm no charges appeared. If a charge does appear, contact your bank immediately and provide your cancellation evidence. This step takes 2 minutes and can save you significant money if something went wrong.

Endel cancellation checklist

Use this checklist to ensure you have completed every step correctly and have all necessary evidence.

Endel contact details and escalation address

If cancellation does not complete or if billing continues after cancellation, use these contact details to escalate your complaint.

Endel support channels

Endel does not operate a Malaysia-based office or phone support line. The company provides email support only:

• Email: [email protected]
• Help Centre: endel.zendesk.com (for self-service articles and cancellation instructions)
• Registered office: Endel Sound GmbH, Köpenicker Straße 32, 10243 Berlin, Germany

If you choose to send a formal cancellation notice by post, address it to Endel Sound GmbH at the Berlin address above. Include your name, email address, subscription details and date of intended cancellation. Request a return receipt or tracking number so you have proof of delivery.

Malaysian consumer protection escalation

If Endel fails to cancel your subscription or refuses to process your refund claim within 14 days, lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA), the government body responsible for enforcing the Consumer Protection Act 1999 in Malaysia.

• Phone: 03-8000 8000 (Mon-Fri, 8:00 AM-5:00 PM)
• Website: www.mdtcc.gov.my (online complaint form)
• Mailing address: Ministry of Domestic Trade and Consumer Affairs, Level 1-3, Plaza Sentosa, Jalan W5/W, Jalan Wangsa Delima, 53100 Kuala Lumpur

The MDTCA will investigate your complaint at no cost to you and can compel Endel to refund disputed charges if it finds in your favour. Provide all evidence (emails, screenshots, bank statements, cancellation confirmations) with your complaint.

Key takeaways and next steps

Cancelling Endel is straightforward when you follow the correct platform-specific steps and document your actions. Your rights as a Malaysian consumer are protected by law: Endel must provide a functioning cancellation mechanism, must honour valid cancellation requests, and must cease billing on your specified date. If the company fails to do so, you have clear escalation paths through your bank, Apple, Google, and ultimately the MDTCA.

The three critical steps are: (1) identify where you subscribed, (2) cancel through that exact platform, and (3) monitor your bank statement for 30 days after the expected billing date. If any further charges appear, act immediately. Yafee has helped thousands of consumers cancel music and audio subscriptions by following this methodical approach, and the same framework applies to Endel. Take screenshots at every stage, keep all emails, and do not hesitate to escalate if the company does not respond. Your subscription money is yours, and you are entitled to clear, effective cancellation. Contact Yafee today if you need personalised guidance on your specific cancellation situation.