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Frequently asked questions
Cancel Fidelity Warranty Services: Step-by-Step Guide
How to cancel Fidelity Warranty Services in malaysia: your complete legal guide
What Fidelity Warranty Services is and why malaysians buy it
Fidelity Warranty Services is a vehicle protection provider that sells extended service contracts, prepaid maintenance plans, tyre and wheel protection, and appearance protection through automotive dealerships across Malaysia and internationally. You purchase these add-ons at the point of vehicle sale, typically bundled with your financing or lease agreement. The company does not operate a physical office in Malaysia, which means all support and cancellation requests flow through its US-based customer service channels.
The main products Fidelity offers
Fidelity's protection plans fall into several categories. Vehicle Service Contracts cover mechanical and electrical repair costs beyond the manufacturer's warranty period. Prepaid Maintenance plans bundle scheduled servicing into a single upfront or monthly payment. Road Hazard Tyre and Wheel Protection shields you against punctures, impact damage, and sidewall damage. Appearance Protection covers paint, fabric, and trim damage. Term Care Select and High Mileage Service Contracts extend coverage for vehicles with higher mileage or longer ownership horizons.
Most Malaysians pay between RM40 and RM200 per month for these plans, though exact pricing varies by vehicle model, coverage tier, and dealership. Unlike subscription services, Fidelity plans are often rolled into your vehicle's total finance cost, making cancellation more complex because you may need to settle or refinance your loan simultaneously.
Why you might want to cancel
Common reasons for cancellation include switching dealerships, purchasing a vehicle with existing manufacturer warranty, selling or trading in your vehicle, or finding the plan overlaps with your insurance coverage. If you have paid in full upfront, you are entitled to a pro-rata refund for unused months, subject to Fidelity's 90-day refund request window. If your plan is part of a financed purchase, cancellation becomes a refinancing event that your lender may need to approve.
Your consumer rights under malaysian law
This section outlines the legal framework that protects you as a consumer in Malaysia when cancelling any extended warranty or service contract.
Consumer protection act 1999 and cooling-off rights
Malaysia's Consumer Protection Act 1999 grants you the right to cancel a consumer contract within a defined cooling-off period. For distance contracts (including those initiated online or by phone), you have 10 working days from the date you receive your contract documents to cancel without penalty or cause. However, if Fidelity's contract was sold in-person at a dealership, the cooling-off period may be shorter or subject to dealership-specific terms. Yafee advises you to check your original contract paperwork for the exact cooling-off deadline, as this is your strongest legal position for penalty-free cancellation.
Under the Consumer Protection Act 1999, any cancellation fees, early termination charges, or administrative costs imposed by Fidelity must be disclosed transparently in your contract before you sign. If Fidelity charges you a cancellation fee without having disclosed it upfront, you have grounds to dispute the charge through the Malaysian Ministry of Domestic Trade and Consumer Affairs.
Your legal position and enforcement routes
Your legal position: You have the right to cancel any consumer contract in Malaysia, even after the cooling-off period, provided you give written notice and accept any contractual penalties outlined in your agreement. If Fidelity refuses your cancellation request without valid legal grounds, or imposes undisclosed fees, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) or pursue arbitration through your state's consumer tribunal.
If you purchased the plan as part of a vehicle finance agreement, Malaysian banking regulations (Bank Negara Malaysia Financial Services Act 2013) also protect you. Your financier cannot block a legitimate warranty cancellation if it does not breach your loan terms. Yafee recommends notifying both Fidelity and your finance provider simultaneously to prevent service disruption or dual-charge disputes.
Cancellation methods: dealer vs. direct contact
Fidelity offers two primary cancellation routes, each with distinct advantages and response timelines.
Cancelling through your original dealership
Your first cancellation route is to return to the dealership where you purchased the Fidelity plan. This method is often fastest because dealerships hold your contract copy and can immediately flag the cancellation in their systems. Many dealerships can process a cancellation request within 48 hours and will provide you with a written cancellation confirmation letter, which serves as proof for your records.
Yafee advises visiting the dealership in person if possible, as a face-to-face request creates a documented timestamp and gives you the opportunity to ask for a refund calculation on the spot. If you live far from the dealership, phone or email contact works, but always request written confirmation of your cancellation request and the expected refund amount within 3 to 5 business days.
Cancelling directly with Fidelity via online portal or phone
Fidelity operates an online cancellation portal at roadreadyhub.com, accessible 24/7. You can log in with your contract number and vehicle details to submit a cancellation request directly. This route bypasses the dealership and is useful if you have moved away or prefer written documentation. Response times typically range from 5 to 10 business days for online submissions.
Alternatively, you can phone Fidelity's US-based customer support at +1 (800) 327-5172 during business hours (Monday to Friday, 08:00 to 21:00 ET; Saturday, 09:00 to 16:00 ET). From Malaysia, this requires calling during evening or early morning hours due to the time zone gap. Always request a confirmation reference number and ask for written confirmation to be sent to your email address immediately after your phone call.
Step-by-step cancellation process
Follow these structured steps to ensure your cancellation is processed correctly and your refund entitlement is protected.
Step 1: gather all required documents and information
Before submitting any cancellation request, assemble the following information in one place:
- Your Fidelity contract number (printed on your contract or finance paperwork).
- Vehicle Identification Number (VIN) or registration plate.
- Original purchase date and dealership name.
- Current monthly or upfront payment amount.
- Copy of your original contract or plan details.
- Finance or lease agreement reference number (if applicable).
- At least one recent payment receipt or billing statement.
- The date you want your coverage to end.
Take screenshots or photos of all documents to create a backup copy. Store these digitally in a secure folder labeled with the date and contract number. This preparation step prevents delays caused by missing information and demonstrates good faith if a dispute arises later.
Step 2: check your cooling-off eligibility and refund window
Review your original contract to identify the cooling-off deadline (typically 10 working days from receipt). If you are within this period, your cancellation is penalty-free under Malaysian law. If you are beyond the cooling-off period, check whether your contract specifies any early termination fees. Yafee recommends calculating your pro-rata refund entitlement: divide your total annual premium by 12, then multiply by the number of unused months remaining on your plan.
Fidelity allows refund requests within 90 days of cancellation, but only if you have not already received a previous refund or settlement payout on the same contract. If your vehicle is being financed, confirm with your lender that cancelling the plan will not trigger a loan breach or require immediate repayment.
Step 3: submit your cancellation request through your chosen channel
Choose either the dealership or direct contact method based on your situation:
- Via dealership: Visit or call the dealership, provide your contract number and request written cancellation confirmation. Ask them to submit the cancellation to Fidelity on your behalf and to email you proof of submission.
- Via roadreadyhub.com: Log in with your contract number, navigate to Account Settings or Manage Plan, select Cancellation, confirm your details, and submit. Screenshot the confirmation page showing your cancellation request reference number.
- Via phone: Call +1 (800) 327-5172, provide your contract number and vehicle details, state your cancellation date, request a reference number, and ask for written confirmation via email.
In all cases, state your intended cancellation effective date clearly. Fidelity processes requests within 5 to 10 business days but may not refund immediately if your plan is tied to your vehicle finance structure.
Step 4: confirm receipt and monitor your account
Within 24 hours of submission, you should receive an email or written confirmation containing a cancellation reference number. If you do not receive this within one business day, follow up immediately. Log back into roadreadyhub.com or call the dealership to verify that your request was recorded in the system. Yafee emphasizes this step because unconfirmed cancellations sometimes fall through administrative gaps, leading to unexpected charges weeks later.
Monitor your bank account or credit card for the next 10 to 14 days. Fidelity's standard refund processing period is 7 to 10 business days after your cancellation is approved, but delays can occur if your plan is linked to a financed purchase or if the dealership has not yet updated your file.
Step 5: pursue your refund if no payment arrives within 14 days
If 14 days have passed since your cancellation was confirmed and you have not received your pro-rata refund, send a written follow-up. Email Fidelity at [email protected] with your cancellation reference number, contract number, and the expected refund amount. Copy your dealership or finance provider on this email to create accountability. Include your full banking details (account number, bank name, SWIFT code if international transfer) to speed processing.
Fidelity is required to process refunds within 30 days of an approved cancellation under Malaysian consumer credit regulations. If the refund does not arrive within this timeframe, lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs and notify Fidelity that you have done so. This triggers escalation and often expedites payment.
Refund timelines and calculations
This section explains how Fidelity calculates refunds and when you should expect to receive your money.
How your pro-rata refund is calculated
Fidelity calculates refunds on a pro-rata basis, meaning you receive a refund proportional to the coverage period you did not use. The formula is simple: (Annual Premium ÷ 12 months) × Unused Months = Refund Amount. For example, if you paid RM1,200 annually (RM100 per month) and cancelled after 4 months of a 12-month plan, you are entitled to RM800 (8 unused months × RM100).
If your plan was purchased as part of a vehicle finance agreement, the refund may be applied as a credit to your loan principal rather than paid directly to you. This depends on your finance contract terms and your lender's policy. Yafee recommends requesting that your refund be applied to your loan balance, as this reduces your total interest cost more effectively than a direct bank transfer.
Payment timeline and expected delays
| Stage | Timeline | Action required |
|---|---|---|
| Cancellation request submitted | Same day | Receive confirmation reference number. |
| Cancellation approved by Fidelity | 5-10 business days | Monitor email for approval notification. |
| Refund processed and sent | 7-10 business days after approval | Bank transfer initiated; check account balance. |
| Refund received in your account | 1-3 business days (bank dependent) | Confirm receipt; retain proof for records. |
| Full cancellation reflected on statement | Up to 30 days | Verify no further charges appear after refund arrival. |
In practice, most Malaysian customers receive their refund within 14 to 21 days of submitting their cancellation request. If your refund is tied to a vehicle finance restructure, the timeline may extend to 30 days while your lender updates your loan terms.
Common mistakes to avoid during cancellation
Cancellation is straightforward if you follow the right steps, and being aware of these common pitfalls protects you from costly errors.
Failing to request written confirmation
The single most common mistake is cancelling verbally at a dealership or by phone without requesting written confirmation. Days later, customers discover no cancellation was processed because it was never formally logged. Always demand a written or email confirmation stating your contract number, cancellation date, and expected refund amount. If the dealership or Fidelity representative refuses to provide written proof, escalate to their manager or send a follow-up email summarizing what you discussed and asking for written acknowledgment within 48 hours.
Cancelling without checking your finance agreement terms
If your Fidelity plan is part of your vehicle finance package, cancelling the plan alone will not reduce your monthly loan payment unless you formally refinance with your lender. Many customers cancel Fidelity but continue paying the bundled amount because they never notified their finance provider. Contact your lender immediately after cancelling Fidelity and request a loan restructure document reflecting the removal of the warranty cost. This step is essential to recover the full financial benefit of your cancellation.
Ignoring the 90-day refund window
Fidelity's policy states that refund requests must be submitted within 90 days of cancellation. If you cancel in month one but do not submit your refund request until month four, you forfeit your refund entitlement entirely. Yafee advises submitting your refund request immediately upon cancellation approval, not waiting until later. Treat the 90-day window as a hard deadline and document all submissions with timestamps.
Not escalating if Fidelity delays beyond 30 days
Under Malaysian consumer law, service providers must process refunds within 30 days of an approved cancellation request. If Fidelity fails to do so, you have a legitimate grievance that the Ministry of Domestic Trade and Consumer Affairs can investigate. Many customers wait passively for refunds that should have arrived weeks earlier. Do not hesitate to lodge a formal complaint if Fidelity breaches this 30-day standard. Documentation of every contact attempt strengthens your case.
What happens after your cancellation is processed
Once your cancellation is finalized, several practical matters require your attention to ensure a clean break from Fidelity's services.
Confirming your coverage has ended
Your Fidelity coverage ends on the effective cancellation date stated in your cancellation confirmation. From that date onward, you are no longer covered for any roadside assistance, repairs, or claims under Fidelity's plans. Verify this by logging into roadreadyhub.com and checking your plan status (it should display "Cancelled" or "Inactive"). If your status still shows "Active" more than 5 business days after the effective cancellation date, contact Fidelity immediately because you may still be charged while listed as active.
Transitioning your coverage if needed
If you are replacing a Fidelity plan with a different warranty provider or relying solely on your vehicle manufacturer's warranty, ensure there is no coverage gap. Most vehicle warranties have explicit start and end dates. If you cancel Fidelity on 15 June but your new warranty does not activate until 1 July, you have 16 days of unprotected time. Plan your cancellation timing to align with your alternative coverage activation date.
Updating your insurance and lender records
If you are financing your vehicle, your lender's records should reflect that the Fidelity plan has been cancelled and removed from your loan balance. Request an updated loan statement from your finance provider showing the corrected monthly payment and remaining balance. If your monthly payment has not decreased after your refund was processed, contact your lender to confirm that the credit was applied correctly. Yafee recommends retaining these updated statements for your permanent vehicle ownership records.
Fidelity Warranty Services pricing overview
Pricing varies significantly based on your vehicle type, coverage tier, and dealership location.
| Plan type | Typical monthly cost (RM) | Annual cost (RM) | Coverage period |
|---|---|---|---|
| Road Hazard Tyre and Wheel Protection | RM45-65 | RM540-780 | 12-36 months |
| Prepaid Maintenance (basic) | RM80-120 | RM960-1,440 | 12-24 months |
| Vehicle Service Contract (standard) | RM100-180 | RM1,200-2,160 | 24-60 months |
| Appearance Protection (comprehensive) | RM60-100 | RM720-1,200 | 12-24 months |
| Term Care Select (extended coverage) | RM120-200 | RM1,440-2,400 | 36-72 months |
| High Mileage Service Contract | RM110-170 | RM1,320-2,040 | 24-48 months |
These are indicative ranges and your actual price depends on your specific vehicle, coverage selections, and dealership. Always compare your quoted price against similar plans from alternative providers (such as manufacturer extended warranties or third-party insurers) before committing. Yafee helps thousands of Malaysian consumers evaluate warranty options and understand their true cost, so you can make informed decisions about whether a plan is worth retaining.
Addressing common questions and traps
This section tackles situations that often trip up cancellation attempts and how to navigate them successfully.
What if Fidelity claims you are not eligible for a refund?
Fidelity may deny a refund if (a) your 90-day refund window has closed, (b) you previously received a refund or settlement on the same contract, or (c) your cancellation occurs after your vehicle has been sold or total-loss claimed. If Fidelity denies your refund, request a written explanation citing the specific clause in your contract that excludes you. Under the Consumer Protection Act 1999, any refund exclusion must be clearly stated in your original contract at the point of sale. If you cannot find such a clause, challenge Fidelity's denial and escalate to the Ministry of Domestic Trade and Consumer Affairs, which can compel Fidelity to provide documentary proof of the denial reason.
What if your dealership no longer exists or is uncontactable?
If the dealership where you purchased your Fidelity plan has closed or relocated, cancel directly via roadreadyhub.com or by phoning +1 (800) 327-5172. Fidelity holds all customer contract records centrally, so you do not need dealership involvement to process your cancellation. Provide your contract number, vehicle details, and original purchase date, and Fidelity will retrieve your file from their central system. Yafee advises not letting a dealership closure delay your cancellation; Fidelity can always be reached directly.
What if you are charged after your cancellation effective date?
If Fidelity or your lender charges you for Fidelity coverage after your confirmed cancellation effective date, contact Fidelity immediately with your cancellation reference number and request a reversal of the charge. Most post-cancellation charges are billing system errors that resolve within 3 to 5 business days once flagged. If the charge is not reversed, dispute it with your bank as an unauthorized charge and provide your cancellation confirmation as evidence. Your bank is required under Bank Negara Malaysia regulations to investigate disputes within 30 days and refund disputed amounts provisionally while investigating.
Your checklist before and after cancellation
Use this checklist to track your cancellation process and ensure nothing is missed.
| Task | Status | Date completed |
|---|---|---|
| Gather contract number, VIN, purchase date, and payment records | ☐ | ___________ |
| Verify cooling-off eligibility and cancellation fees in original contract | ☐ | ___________ |
| Notify your vehicle finance provider (if applicable) | ☐ | ___________ |
| Submit cancellation request (dealership, roadreadyhub.com, or phone) | ☐ | ___________ |
| Receive and save written cancellation confirmation with reference number | ☐ | ___________ |
| Monitor account for refund arrival (within 14-21 days of approval) | ☐ | ___________ |
| Confirm coverage status changed to "Cancelled" in roadreadyhub.com | ☐ | ___________ |
| Request updated loan statement showing corrected monthly payment (if financed) | ☐ | ___________ |
| Verify no further charges appear 30 days after refund arrival | ☐ | ___________ |
| File complaint with Ministry of Domestic Trade and Consumer Affairs (if refund denied or delayed beyond 30 days) | ☐ | ___________ |
Fidelity Warranty Services contact and escalation information
Use these contact methods to reach Fidelity and escalate unresolved issues to the appropriate Malaysian authority.
Direct Fidelity contact channels
Online cancellation portal: roadreadyhub.com (24/7 access; 5-10 business day response time)
Phone support: +1 (800) 327-5172 (Monday-Friday, 08:00-21:00 ET; Saturday, 09:00-16:00 ET. From Malaysia, call during evening Malaysian time for daytime US hours.)
Email support: [email protected] (Allow 5-7 business days for response.)
Official website: fidelitywarrantyservices.com
Dealership support: Contact the dealership where you purchased your plan for in-person or phone assistance.
Malaysian consumer protection authorities
If Fidelity refuses your cancellation, denies your refund, or delays payment beyond 30 days, lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (Kementerian Perdagangan Dalam Negeri dan Kos Hidup):
Email: [email protected]
Website: www.kpdnkk.gov.my/consumer
Postal address: Ministry of Domestic Trade and Consumer Affairs, Level 1-8, Block D, Pusat Dataran, Jalan Duta, 50480 Kuala Lumpur, Malaysia.
You may also pursue arbitration through your state's consumer tribunal or lodge a civil claim for breach of contract through the Magistrate's Court. Yafee recommends preserving all email correspondence, payment records, and cancellation confirmations, as these documents form the foundation of any formal complaint or legal action.
Final summary and next steps
Cancelling Fidelity Warranty Services in Malaysia is straightforward if you follow the documented steps, gather the required information upfront, and insist on written confirmation at every stage. Your strongest legal position rests on the Consumer Protection Act 1999, which guarantees your right to cancel and imposes a 30-day refund processing deadline on Fidelity. Whether you cancel through your original dealership or via roadreadyhub.com, the process typically takes 14 to 21 days from submission to refund arrival.
The most common pitfall is failing to obtain written cancellation confirmation, which later leads to disputes over whether your request was ever processed. Protect yourself by always requesting email confirmation within 24 hours of any cancellation submission, and by documenting your pro-rata refund entitlement in writing before the 90-day refund window closes.
If Fidelity delays your refund beyond 30 days or refuses cancellation without valid legal grounds, escalate immediately to the Ministry of Domestic Trade and Consumer Affairs. You are not obliged to accept unjustified denials or unexplained delays. Yafee has helped thousands of Malaysian consumers navigate warranty cancellations, understand their refund rights, and recover payments that companies improperly withheld. Your cancellation is your right under Malaysian law, and obtaining it should never require excessive effort or cost.