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Frequently asked questions
Cancel Deliveroo: The Right Way
How to cancel Deliveroo in malaysia and stop recurring charges
What Deliveroo is and what you're paying for in malaysia
Deliveroo operates as a food delivery platform in Malaysia without a clearly published subscription model, yet many users report recurring charges on their statements. Understanding what you're actually paying for is the first step toward cancelling correctly and avoiding unwanted deductions from your bank account or e-wallet.
How the Deliveroo service works locally
Deliveroo connects you with restaurants through a mobile app and website. You place on-demand food orders, pay a delivery fee for each transaction, and receive your meal within a specified timeframe. The service charges a base delivery fee, which can increase during peak hours or in areas with lower restaurant density.
In some international markets, Deliveroo operates a membership tier called Deliveroo Plus, which promises free or reduced delivery fees. However, the Malaysia terms of service do not clearly disclose whether this membership plan is currently active locally or how auto-renewal operates if you enrol. This opacity creates confusion when users discover unexpected recurring charges.
What charges appear on your bank statement
Most users in Malaysia pay per-order delivery fees, which appear as one-off transactions. If you see a recurring monthly or periodic charge in your bank statement under a Deliveroo merchant name, it suggests either a membership plan or a charged promotional trial you accepted without realising the auto-renewal terms. Delivery Hero Malaysia Sdn. Bhd. is the registered entity operating Deliveroo services locally, and charges may appear under this name or a variant.
Take a screenshot of your recent statements now. Note the exact amount in RM, the merchant name, and the frequency. This evidence will be essential if you need to dispute a charge or escalate a cancellation to Yafee or a consumer authority.
Why you should cancel Deliveroo and when to act
Common reasons to cancel
Users typically cancel Deliveroo when they want to stop recurring membership charges, have moved to an area with limited restaurant coverage, or have experienced persistent delivery delays or missing items. If you've been charged for a membership you didn't knowingly activate, or if a free trial converted to a paid plan without your explicit consent, you have strong grounds to cancel and request a refund under Malaysia's Consumer Protection Act 1999.
Why timing matters for your refund
The Consumer Protection Act 1999 gives you the right to cancel certain distance contracts (including app-based services) within 14 days of purchase. If you were charged for a trial or membership without clear disclosure of the auto-renewal terms, the 14-day clock begins from the first charge. After 14 days, your cancellation rights become weaker, though Yafee can help you assess whether the merchant failed to disclose terms clearly enough to pursue a refund regardless of timing.
Act now. Do not wait for a second charge to appear.
Your consumer rights under malaysian law
What the consumer protection act 1999 guarantees you
The Consumer Protection Act 1999 protects you in three critical areas when dealing with Deliveroo:
- Right to clear information: The merchant must disclose the price, auto-renewal terms, cancellation method, and commitment duration before you pay. If the Malaysia terms page or app does not explain these clearly, Deliveroo has breached the Act.
- Right to cancel distance contracts: For services sold online or via app, you can cancel within 14 days without penalty (except for services already completed, like a delivered meal).
- Right to refuse unfair terms: Any clause that makes cancellation deliberately difficult, or that locks you into a contract without consent, is presumed unfair and unenforceable.
Yafee specialises in enforcing these rights. If Deliveroo refuses to acknowledge your cancellation or disputes a refund, Yafee can escalate the complaint to the Ministry of Domestic Trade and Cost of Living (MDTCCL), which administers the Consumer Protection Act locally.
Your legal position on refunds
If you cancel within 14 days of the first charge and the merchant did not clearly disclose auto-renewal: You are entitled to a full refund of the membership or trial charge, plus cancellation of any future billings. The burden of proof is on Deliveroo to show it obtained your informed consent to auto-renewal.
If you cancel after 14 days but before the next billing cycle: You remain entitled to cancel without future charges. Refunds for past charges depend on whether the merchant can prove clear consent to the auto-renewal clause. Yafee can review your evidence and the merchant's terms to assess your position.
If you cancel after multiple charges have appeared: Request a refund for all duplicate or non-authorised charges. The merchant must refund within 30 days under standard payment processor rules, though you may need to escalate through your bank or e-wallet provider if Deliveroo refuses.
How to cancel Deliveroo: step-by-step
Prepare your evidence before contacting support
Before you initiate any cancellation, gather proof that protects you. Open your Deliveroo account and take screenshots of your account dashboard, any visible membership or Plus plan details, and your billing history within the app. Next, log into your bank or e-wallet and screenshot the Deliveroo transactions from the past three months. Save these files with clear date labels.
Write down the following details in a text file:
- Your registered email address on the Deliveroo account
- The first charge date and amount in RM
- The most recent charge date and amount
- The exact merchant name as it appears on your statement
- The reason you wish to cancel (e.g., "Auto-renewal not clearly disclosed" or "Unwanted trial conversion")
Method 1: cancel via the Deliveroo app or website
The most direct path is through your account settings. Follow these steps:
- Open the Deliveroo app or visit deliveroo.com.my and log in with your email and password.
- Navigate to your account profile (usually a person icon in the top menu).
- Look for a "Subscription", "Membership", "Deliveroo Plus", or "Billing" option.
- If you find an active plan, select it and look for a "Cancel Plan", "End Membership", or "Manage Subscription" button.
- Follow the prompts to confirm cancellation. The app or website may ask for a reason or offer a discount to retain you; select "No thank you" and proceed to confirm.
- Once confirmed, take a screenshot of the cancellation confirmation message, which will display a cancellation date or reference number.
If no subscription option is visible: This does not mean you are not being charged. Proceed immediately to Method 2.
Method 2: contact Deliveroo support via live chat
If the app or website does not show a clear cancellation pathway, use the support channel. Yafee recommends this method because it creates a written record of your request.
- Visit help.deliveroo.com and select "Contact Us" or access the chat feature directly from the Deliveroo app's Help menu.
- Select "Chat" if available. If not, note the email address displayed (usually [email protected] or similar).
- In your chat message, state clearly and concisely:
- "I wish to cancel any active membership or subscription on my account [your email]. I have been charged RM [amount] on [date]. Please confirm the cancellation date and ensure no future charges occur. I require written confirmation within 24 hours."
- Do not accept vague responses such as "We will look into it." Demand a specific cancellation date and confirmation that future charges will not occur.
- If the agent claims no membership exists, ask them to explain the recurring charges on your statement and request they investigate the merchant code associated with your account.
- Screenshot the entire chat conversation.
Method 3: email escalation to Deliveroo support
If live chat does not resolve your cancellation, escalate via email. This creates a formal record and often triggers faster senior review.
- Send an email to the support address you identified (e.g., [email protected] or [email protected]).
- Use the subject line: "Cancellation Request and Refund Claim - Account [your email]".
- In the email body, include:
- Your full name and account email
- The first charge date, most recent charge date, and amounts in RM
- A clear statement: "I hereby request immediate cancellation of any active subscription or membership linked to my account, effective immediately. I also request a refund of all charges incurred for auto-renewed membership or trial periods, as these were not clearly disclosed in your terms of service."
- A demand for written confirmation within 5 business days
- A statement that you reserve the right to escalate this matter to MDTCCL and seek chargeback through your payment provider if the request is not honoured
- Attach screenshots of your account billing history and your bank statement transactions.
- Send via registered email or a method that provides read receipt confirmation.
Method 4: request a payment chargeback through your bank or e-wallet
If Deliveroo does not respond within 5 business days or refuses to cancel and refund, contact your bank or e-wallet provider directly.
- Log into your bank's app or e-wallet and locate the disputed Deliveroo transaction.
- Select "Dispute", "Report fraud", or "Request chargeback" (terminology varies by provider).
- Upload your screenshots of the unanswered support request, the terms of service page (showing lack of clear auto-renewal disclosure), and your account billing history.
- In the dispute description, explain: "Service provider failed to clearly disclose auto-renewal terms and continues to charge despite cancellation request. This violates Malaysia's Consumer Protection Act 1999."
- The bank will investigate and typically issue a chargeback within 30-60 days.
Yafee can help you compile this evidence and draft dispute language that maximises your chargeback success rate.
Refund timelines and what to expect after cancellation
When will the refund appear in your account?
Once you have successfully cancelled your membership, no future charges should appear. However, refunds for past overcharges follow these timelines:
| Refund source | Processing time | Notes |
| Deliveroo direct refund (via app or support) | 3-7 business days | Money returns to your original payment method |
| Bank chargeback | 30-60 days | Bank investigates and credits your account |
| E-wallet refund (GCash, Boost, etc.) | 3-5 business days | Fastest option for e-wallet users |
| MDTCCL complaint resolution | 60-90 days | Only if merchant disputes the refund claim |
| Small claims court (if necessary) | 3-6 months | Last resort; requires evidence file |
Verify the cancellation was successful
After you receive cancellation confirmation, wait one full billing cycle to verify no new charge appears. Log into your bank or e-wallet on the date the next charge would normally occur. If no transaction appears, your cancellation is confirmed.
Keep all cancellation emails, chat screenshots, and confirmation messages for at least one year. If Deliveroo attempts to charge you again, you will have proof of your cancellation request and can immediately dispute the charge with your bank or escalate to Yafee.
Common mistakes and how to avoid them
Cancelling a service is straightforward once you know the correct steps, and the vast majority of users who follow this guide succeed on the first attempt. The mistakes outlined below are easily avoidable with the right approach.
Deleting the app without cancelling the membership
Many users believe that uninstalling the Deliveroo app cancels their membership. It does not. The subscription continues to charge your payment method even after you delete the app. Always cancel through the account settings or support contact before deleting anything.
Assuming a failed payment means the membership has stopped
If a charge fails due to insufficient funds or an expired card, the membership does not automatically cancel. Deliveroo will retry the charge and may add late fees or suspend your account. Contact support immediately to cancel and clarify whether any outstanding balance remains.
Accepting a discount offer in place of cancellation
When you request cancellation via chat, support agents sometimes offer a discount or credit to keep you subscribed. Reject these offers. You are entitled to cancel without penalty under the Consumer Protection Act 1999. Accepting a discount extends your contract and resets your refund timeline.
Not saving evidence of your cancellation request
If you cancel via chat or phone without saving a screenshot or email confirmation, you have no proof if a dispute arises. Always request written confirmation and save it immediately.
After cancellation: what happens next
Once your cancellation is confirmed, you have successfully reclaimed control of your account and payment method. The process does not end immediately, however, and a few follow-up steps will protect you from future issues.
Monitor your account for 90 days
Subscription scams sometimes re-bill after cancellation to test whether you are still monitoring the account. For 90 days after cancellation, review your bank or e-wallet statement weekly. If a Deliveroo charge reappears after cancellation, contact your bank immediately and file a chargeback, referencing your original cancellation confirmation.
Update your payment method (optional)
If you intend to use food delivery apps in the future, you can keep your Deliveroo account with the cancellation confirmed. However, if you wish to use a different payment method or remove Deliveroo's access entirely, log into your account, navigate to "Saved Payment Methods" or "Billing", and delete the card or e-wallet link. This prevents accidental re-subscription.
Request confirmation from your payment provider
As an extra safeguard, contact your bank or e-wallet provider by phone (not chat) and ask them to add a note to your account: "Deliveroo recurring charges disputed and cancelled [date]. Block any future charges from this merchant unless manually authorised." This flags the merchant in your provider's system and may prevent unauthorised re-billing.
Deliveroo pricing and charges in malaysia
Understanding what you might have been charged for helps clarify whether a refund is warranted.
| Charge type | Typical cost (RM) | When charged | Refundable if unwanted? |
| Per-order delivery fee | 3-15 | On each order | Only if order not completed |
| Peak hour surcharge | 1-5 | During busy periods | No, unless service failed |
| Deliveroo Plus (if active) | 9.99-14.99/month | Monthly, auto-renewal | Yes, if not clearly disclosed |
| Free trial (if offered) | 0 for first period | Converts to paid after trial | Yes, within 14 days of conversion |
| Promo code discount | Varies | On qualifying order | No, only if code was invalid |
If your statement shows any recurring monthly charge under a Deliveroo or Delivery Hero Malaysia merchant name, it almost certainly refers to a Deliveroo Plus membership or trial conversion, and you have grounds to request a refund if the terms were not clearly shown before charging.
How yafee can help you recover your money
Yafee is a leading consumer rights platform that specialises in helping Malaysian users cancel unwanted subscriptions and recover refunds from major service providers. If Deliveroo refuses to acknowledge your cancellation or disputes your refund claim, Yafee can escalate the matter on your behalf.
Yafee's process is simple: you submit your evidence (screenshots, bank statements, support chat transcripts) via the Yafee platform, and Yafee's legal team reviews your case against the Consumer Protection Act 1999. If your claim is valid, Yafee drafts a formal demand letter to the merchant, citing the relevant consumer protection laws. Yafee also coordinates with MDTCCL if the merchant ignores the initial demand.
Thousands of consumers have successfully used Yafee to recover overcharges from subscription services. Yafee charges a small contingency fee only if your refund is granted, meaning you have no upfront cost and no risk if the claim fails.
Visit yafee.com to start your claim, and Yafee will guide you through the evidence submission process within minutes. Yafee also maintains a live chat support team to answer questions about your specific situation.
Contact details and official address
Deliveroo support channels
For direct contact with Deliveroo or its parent company in Malaysia:
- Registered entity: Delivery Hero Malaysia Sdn. Bhd.
- Help centre: help.deliveroo.com (select "Contact Us")
- Email support: [email protected] (or regional equivalent)
- Phone support (international): +44 20 3699 9977 (may incur long-distance charges)
- App support: Open the Deliveroo app, tap Help, and select Chat or Email
Malaysian consumer protection authority
If Deliveroo does not respond or disputes your refund, file a complaint with:
Ministry of Domestic Trade and Cost of Living (MDTCCL)
Jalan Duta, 50100 Kuala Lumpur
Complaint hotline: 1-800-886-800 (toll-free)
Online complaint portal: www.kpdnkk.gov.my
Email: [email protected]
MDTCCL investigates violations of the Consumer Protection Act 1999 and can compel merchants to refund overcharges and cease unlawful billing practices.
Key takeaways: your path to cancellation
Cancelling Deliveroo and recovering unwanted subscription charges is a process governed by Malaysia's Consumer Protection Act 1999, which protects your right to clear information, cancellation without penalty within 14 days, and refunds for non-disclosed auto-renewal. Follow the step-by-step methods outlined above: start with the app or website, escalate to live chat, then email, and finally request a chargeback through your bank if necessary. Gather evidence at every stage-screenshots, bank statements, and support chat transcripts-because this proof is your legal leverage if a dispute arises.
Yafee has helped thousands of consumers cancel unwanted services and recover refunds in Malaysia. If you have cancelled Deliveroo but are still fighting for a refund, Yafee's legal team can take the case forward, escalating it to MDTCCL and pursuing your claim at no upfront cost. Visit yafee.com today and submit your evidence-Yafee will review your case and advise you of your legal position within 24 hours.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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