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Frequently asked questions
Cancel Superprof: The Right Way
How to cancel your Superprof subscription in malaysia and protect your rights
What Superprof is and how it charges you
Superprof is an online tutoring marketplace that connects students with tutors across multiple subjects, languages, music, sports, and professional skills. The platform operates from Paris under French law, which means you are entering a cross-border contract when you subscribe. For Malaysian users, the primary paid product is the Student Pass-a recurring monthly subscription that grants you access to contact tutors, send lesson requests, and use advanced platform features.
The student pass explained
The Student Pass is a separate charge from individual lesson fees. When you subscribe to the pass, you are paying for the ability to reach out to tutors; the actual cost of lessons is set independently by each tutor and charged only after they accept your request. This dual-layer pricing structure confuses many users, who expect a single pay-as-you-go model. The Student Pass renews automatically every 30 days unless you actively cancel it through your account settings.
Current pricing in malaysia
Superprof publishes the Student Pass at approximately RM39 per month, though pricing information from different sources shows variation (some list RM231 or USD 49). The exact amount charged depends on your account currency and the exchange rate at the time of purchase. Always refer to the amount shown on your invoice or checkout screen as the authoritative figure. Payment methods available to Malaysian students include credit card and PayPal.
| Subscription type | Frequency | Typical cost (MYR) | Auto-renewal |
|---|---|---|---|
| Student Pass | Monthly | RM39-RM231 | Yes, automatic |
| Individual tutor lesson | One-off | Varies by tutor | No |
Your consumer rights when cancelling Superprof
Malaysia's Consumer Protection Act 1999 (the main consumer protection law in Malaysia) grants you the right to cancel a distance contract-which Superprof is, since you sign up online-within a cooling-off period and without penalty in most circumstances. Furthermore, Superprof's own terms state that you may cancel your Student Pass subscription at any time, and access continues until the end of the current billing cycle.
Your legal position as a malaysian consumer
Under the Consumer Protection Act 1999, you have a statutory right to cancel a distance contract within 10 calendar days of purchase (though Superprof's own terms are more generous and permit cancellation at any time). The law requires the company to refund you without deduction within 30 days, provided you have met the cancellation deadline. If Superprof refuses to refund or wrongfully charges you after cancellation, you may escalate your complaint to the Federation of Malaysian Consumers Association (FMCA) or file a claim with the Tribunal for Consumer Claims for amounts up to RM20,000.
What happens if you cancel after the billing date
If you cancel after your subscription has already renewed (on the automatic billing date), Superprof's terms and Malaysian consumer law are clear: you are entitled to a refund of the new charge. Consequently, do not accept a company response that "you cancelled too late." Document the exact time and date of your cancellation request, and retain proof of the refund. Yafee recommends taking screenshots of your cancellation confirmation and any emails from Superprof, as these form your evidence if you need to escalate a dispute.
How to cancel Superprof: step-by-step instructions
Superprof offers two primary methods to cancel your Student Pass: through your account dashboard and by contacting customer support directly. The dashboard method is faster and leaves an immediate digital trail, which strengthens your position if disputes arise later.
Method 1: cancel through your Superprof account dashboard
This is the recommended route and should be your first attempt. The process takes approximately 3 to 5 minutes and provides instant confirmation on screen.
- Log in to your Superprof account at superprof.com.my using your email and password.
- If you have forgotten your password, click "Forgot password?" and reset it via the link sent to your email.
- Navigate to your account settings or profile area.
- Look for a menu icon, gear icon, or "Account" link in the top right corner or left sidebar.
- Locate the "Student Pass" or "Subscription" section within your account settings.
- This section shows your current pass status, next billing date, and payment method.
- Select the option to "Cancel subscription," "Suspend subscription," or "Downgrade."
- Superprof offers both cancellation (full removal) and suspension (temporary pause); choose cancellation if you want no further charges.
- Confirm your cancellation when prompted.
- Superprof may ask why you are cancelling (feedback is optional) and will show a final summary of your remaining access period.
- Take a screenshot of the confirmation screen.
- This screenshot is your proof of cancellation; save it to your device and email it to yourself as a backup.
- Check your email for a cancellation confirmation message from Superprof.
- This email should arrive within 24 hours and will include a reference number and cancellation date.
Method 2: cancel by contacting Superprof customer support
If the dashboard method fails or you cannot locate the cancellation option, contact Superprof's Malaysian support team in writing. Email is the strongest method because it creates a permanent record of your request.
- Compose an email to [email protected] with the subject line "Subscription cancellation request - [Your Account Email]."
- Include your full name, registered email address, and account creation date.
- State clearly: "I request cancellation of my Student Pass subscription effective immediately."
- Include the date of your last payment and the payment method used (e.g., "Credit card ending in 1234").
- Keep the email professional and concise; do not include complaints or emotional language in this first contact.
- Send the email and retain a copy in a folder titled "Superprof cancellation" on your computer.
- Do not delete this email or Superprof's response.
- Wait for a response from [email protected].
- Superprof typically responds within 3 to 5 business days.
- If you do not receive a response within 7 days, send a follow-up email marked "FOLLOW-UP: Cancellation request sent on [date]."
- Once Superprof confirms cancellation, check your account within 24 hours to verify the Student Pass is no longer active.
- Log in and confirm the subscription status shows "Inactive," "Cancelled," or a future cancellation date.
Cancel a lesson without cancelling the student pass
If you only want to cancel a single lesson (not the entire subscription), follow a different path. Log in to your account, navigate to your scheduled lessons, open the lesson you wish to cancel, select the three-dot menu icon, and click "Cancel lesson." Superprof will display the refund amount (which depends on how close the lesson date is) before you confirm. Lessons cancelled within 24 hours of the scheduled time typically incur a tutor cancellation fee (the tutor can set this at 0%, 50%, or 100% of the lesson price).
Timeline and when your cancellation takes effect
Understanding the timing of your cancellation is critical, because you will remain charged until the end of your current 30-day billing cycle. Superprof does not prorate refunds for cancellations made mid-cycle unless you cancel within the Consumer Protection Act 1999 cooling-off period (first 10 days of purchase).
Pre-cancellation checklist
Before you submit your cancellation, gather and record the following information to protect your position:
- Your Superprof account email and username.
- Your most recent billing date and the amount charged (visible on your invoice or bank statement).
- The next scheduled billing date (shown in your Student Pass section).
- A screenshot of your current account status, showing the active Student Pass and all payment details.
- A list of any active lessons scheduled in the next 30 days and their cancellation deadlines.
- Your payment method and the last four digits of the card or PayPal account used.
- Any correspondence with tutors regarding ongoing lessons.
Expected timeline after cancellation
| Timing | What happens |
|---|---|
| Immediately after cancellation | Your cancellation is submitted and logged in Superprof's system. |
| Within 24 hours | Superprof sends a confirmation email; your account status updates to "Cancelled" or "Inactive." |
| Until end of current billing cycle | You retain access to view tutors and lessons already booked, but cannot contact new tutors or request new lessons. |
| 30-60 days after cancellation | If eligible for a refund (e.g., within cooling-off period), Superprof processes it to your original payment method. |
Refunds and what you can expect
Refunds depend on the reason for cancellation and the timing of your request. Superprof's standard policy does not refund the Student Pass if you cancel after the cooling-off period, but Malaysian consumer law overrides this in certain circumstances.
When Superprof must refund you
You are entitled to a full refund if you cancel within 10 calendar days of purchase (the cooling-off period under the Consumer Protection Act 1999). You are also entitled to a refund if Superprof has breached the contract-for example, by failing to provide access to tutors, charging you twice, or continuing to bill after you cancelled. In accordance with consumer law, Superprof must process refunds within 30 days of your cancellation request.
When Superprof will not refund
If you cancel after 10 days and the subscription is functioning normally (you can contact tutors and use the platform), Superprof's terms state that no refund is due for the current billing cycle. However, you will not be charged for future cycles. The company may attempt to retain the current month's fee; if this occurs and you believe it is unfair, escalate to the Federation of Malaysian Consumers Association or file a claim with the Tribunal for Consumer Claims.
How to follow up on a delayed refund
If Superprof does not refund you within 30 days of your cancellation request, send a written demand (email or registered mail) to [email protected] stating: "On [date], I cancelled my Student Pass subscription. I am entitled to a refund of RM[amount] under the Consumer Protection Act 1999. Please process this refund by [date 7 days from sending]. If you do not comply, I will lodge a complaint with the Federation of Malaysian Consumers Association." Retain a copy of this email.
Common mistakes when cancelling and how to avoid them
Cancellations often go wrong not because the process is difficult, but because users overlook small details. Fortunately, these mistakes are preventable with foresight.
Mistake 1: cancelling too close to the billing date
Many users cancel on the very day they are charged, believing this will prevent the charge. Superprof's billing system processes charges first, then processes cancellations; if you cancel on billing day, you will be charged for the new cycle. Prevent this by cancelling at least 48 hours before your billing date. Check the "Next billing date" field in your Student Pass section and set a phone reminder for 2 days before that date.
Mistake 2: confusing subscription cancellation with lesson cancellation
The Student Pass (subscription) and individual tutor lessons are separate contracts. Cancelling a single lesson does not cancel your pass; cancelling your pass does not automatically cancel scheduled lessons. If you cancel your pass but have lessons booked, you will be responsible for tutor cancellation fees if those lessons are not fulfilled. Always cancel lessons individually first, then cancel the pass.
Mistake 3: not keeping cancellation proof
Users often delete cancellation emails or lose screenshots, then dispute charges and cannot prove they cancelled. Create a dedicated email folder titled "Superprof" and move all Superprof messages (confirmations, invoices, cancellations) into it. Retain this folder for at least one year after cancellation. Yafee advises screenshotting every step of the cancellation process-the dashboard before cancellation, the confirmation message, and the email receipt-and storing these in a cloud backup.
Mistake 4: assuming silence means cancellation
If you do not receive a confirmation email within 24 hours, do not assume you have cancelled successfully. Log in and check your account status; if the Student Pass still shows "Active," resend your cancellation request or contact support. Silence from the company does not constitute cancellation in law; you must have documented confirmation.
Mistake 5: not checking your bank or credit card statement
The ultimate proof that you have been charged (or not charged) is your payment record. After cancellation, monitor your bank or credit card statement for 90 days. If Superprof charges you after the confirmed cancellation date, immediately contact your bank and file a dispute, then send written evidence of the dispute to Superprof.
What happens after cancellation
Once your Student Pass is cancelled, your access to the platform changes, but does not disappear immediately. Understand what you can and cannot do post-cancellation to avoid confusion.
Access after cancellation
For the remainder of your current billing cycle (up to 30 days), you retain read-only access to your profile, past lessons, and tutor chat histories. You cannot send new messages to tutors, request new lessons, or view the broader tutor directory. Any lessons already scheduled will proceed as normal unless you cancel them individually. After your billing cycle ends, your account becomes a free viewer account; you can browse tutor profiles but cannot contact them without reactivating the Student Pass.
Re-activating your subscription later
If you change your mind within 30 days of cancellation, you can reactivate your Student Pass by logging in and clicking "Reactivate subscription" in your account settings. This restores full access and resumes automatic billing on your original schedule. If you cancelled more than 30 days ago, you must subscribe anew as a fresh customer.
Requesting your data after cancellation
Under data protection principles aligned with international standards, you may request a copy of your personal data held by Superprof. Email [email protected] with the subject "Personal data request" and ask for all information associated with your account. Superprof must provide this within 30 days; use this data download as additional proof of your account history if you need to dispute charges later.
Pricing summary for malaysian users
Use this table to understand the costs you are paying and to verify your invoices.
| Item | Cost | Frequency | Notes |
|---|---|---|---|
| Student Pass | RM39-RM231 | Monthly (auto-renewal) | Access to contact tutors; varies by exchange rate |
| Tutor lesson (typical range) | RM30-RM200 | One-off, per lesson | Price set by individual tutor; charged only after tutor accepts |
| Lesson cancellation fee (if within 24 hours) | 0-100% of lesson fee | One-off | Amount depends on tutor's cancellation policy |
Escalation: what to do if Superprof refuses to help
If Superprof ignores your cancellation request, refuses a refund, or continues billing after cancellation, you have formal legal remedies in Malaysia.
Step 1: formal written demand
Send a letter (email or registered post) to [email protected] titled "Formal Demand for Refund and Cancellation" stating the following: your account email, the date of cancellation request, the amounts charged incorrectly, and a deadline for compliance (typically 14 days). State that you will escalate to regulatory authorities if the matter is not resolved. Keep a copy of this letter.
Step 2: complaint to the federation of malaysian consumers association
The FMCA is Malaysia's leading independent consumer advocacy body. File a complaint at fmca.org.my or visit their office in Kuala Lumpur. Provide copies of your cancellation request, Superprof's responses (or lack thereof), your bank statements showing the charges, and your formal demand letter. The FMCA will attempt to mediate between you and Superprof at no cost.
Step 3: tribunal for consumer claims
If FMCA mediation fails, you may file a claim with the Tribunal for Consumer Claims for amounts up to RM20,000. This tribunal is informal and does not require a lawyer. You will need to provide evidence of your cancellation request, proof of the disputed charge, and documentation of your attempts to resolve the matter. The tribunal's decision is binding on both parties.
Checklist: before you cancel
Use this final checklist to ensure you are fully prepared before you submit your cancellation.
- Note your Superprof account email and password reset option (if needed).
- Take a screenshot of your current Student Pass status, showing the subscription amount, frequency, and next billing date.
- Take a screenshot of all active lessons scheduled for the next 30 days, including tutor names and lesson dates.
- Note any scheduled lessons within 24 hours of now (these have cancellation fees).
- Review the tutor's cancellation policy for each scheduled lesson (check their profile).
- Download or screenshot your most recent invoice showing the charge amount and payment method.
- Verify your bank or credit card statement matches the invoice amount.
- Decide whether you will cancel via the dashboard or email support (dashboard is faster).
- If using email, compose your cancellation request in a text editor first and save a copy.
- Set a calendar reminder to check your account status 24 hours after cancellation.
- Set a second reminder to check your bank statement 7 days after cancellation to confirm no new charge appears.
- Create a folder on your computer or cloud storage and save all Superprof emails, invoices, and screenshots in it.
Why users cancel Superprof and alternatives to consider
Understanding why you are cancelling helps you evaluate whether other platforms might better suit your needs.
Common reasons for cancellation
Users cite the following reasons most frequently: unclear dual pricing (confusion between the pass and lesson fees), difficulty finding quality tutors in their area, lack of responsive customer support, scheduled lessons being cancelled by tutors, and unexpected charges after perceived cancellation. If your reason is poor tutor quality or lack of support, cancelling alone will not improve your situation; you may benefit from exploring alternative platforms before resubscribing to Superprof or switching entirely. If your reason is financial difficulty, contact Superprof's support team to discuss a subscription suspension instead of full cancellation-this pauses billing without deleting your profile.
Comparing Superprof with other tutoring platforms
| Platform | Subscription fee | Malaysia support | Cancellation ease |
|---|---|---|---|
| Superprof | RM39-RM231/month | Email only | Dashboard + email |
| Tuitionkaki | None (tutor-to-student) | Phone and email | Direct cancellation with tutor |
| Chegg Tutors | USD 9.95/week or USD 19.95/month | Chat support | Dashboard cancellation |
| Care.com Tutors | Subscription variable | Email and chat | Account settings cancellation |
Contact Superprof to cancel
To initiate your cancellation, use the contact method below. Email is the strongest option because it creates a permanent record; nevertheless, the dashboard method is fastest and provides immediate confirmation.
Email support (recommended for cancellation)
Email address: [email protected]
Expected response time: 3 to 5 business days
Subject line to use: "Subscription cancellation request - [Your Account Email]"
Dashboard cancellation (fastest method)
Website: superprof.com.my
Path: Log in > Account settings > Student Pass > Cancel subscription
Confirmation: Immediate on-screen, plus email within 24 hours
Mailing address (for formal disputes)
Superprof's corporate office is based in France; there is no formal Malaysian office address published. For registered mail or formal legal documents, address correspondence to [email protected] and state in your email that you are sending a registered letter to the email address on file and expect acknowledgment within 7 days.
Final thoughts: your rights and next steps
Cancelling your Superprof subscription is straightforward if you follow the procedural steps outlined above and keep documentation of every action. Your cancellation right is protected by Malaysia's Consumer Protection Act 1999, which is enforceable and supported by the Federation of Malaysian Consumers Association and the Tribunal for Consumer Claims. The company cannot penalise you for cancelling, cannot retain your fees unfairly, and must process refunds within 30 days of your request.
The most common obstacle users face is not the cancellation process itself, but confusion about timing and lack of proof. Prevent this by noting your billing date, cancelling at least 48 hours before that date, and screenshotting every step. If you need further guidance on your specific situation-for example, a disputed charge or a refund that has not arrived-Yafee provides resources and templates to help you communicate with Superprof and escalate to authorities if necessary. Yafee has helped thousands of consumers cancel subscriptions, recover refunds, and protect their rights against online platforms. Whether you are cancelling immediately or preparing for cancellation later, revisit this guide and use the checklist above to ensure you are fully protected. Start your cancellation today through the dashboard method, and monitor your account and bank statement for confirmation over the next 7 days.