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Cancel Pigeonly: The Right Way
How to cancel Pigeonly in malaysia: your complete legal guide and step-by-step process
What is Pigeonly and why you might cancel
Pigeonly is a communication platform designed to help families maintain contact with incarcerated individuals through calls, letters, photos, postcards, and greeting cards. The service operates primarily from the United States, and while it accepts users from Malaysia, you have no local support office or walk-in centre in your country. Understanding what you signed up for and your cancellation options is essential before you take action.
Pigeonly's service model for malaysian users
The platform charges a monthly subscription of RM24 (approximately USD 5.00) for unlimited access to calling, photo uploads, letter sending, postcards, and greeting cards. Pigeonly also offers a Forever Free plan with limited functionality, so you may have started on free access and later upgraded without realising the recurring charge would follow. The service is entirely web-based, and your account sits on servers outside Malaysia.
For Malaysian users, this distance matters practically. Support is available via email at [email protected] and by phone at +1.702.514.4291 for international callers. Response typically takes within 24 hours, which is slower than dealing with a local Malaysian provider. No live chat support is listed on verified channels, and all billing is processed in US dollars, though you may see it converted to ringgit on your bank statement depending on your financial institution's exchange rate.
Common reasons to cancel Pigeonly
Users cancel Pigeonly for several clear reasons. First, you may no longer need the service because contact with the inmate has ended or changed. Second, you might find the monthly charge is no longer affordable, especially if you are managing multiple subscriptions. Third, you may have discovered a competing service with better rates or features. Fourth, you could be closing an account after the person you were supporting was released. Fifth, you might simply want to reduce your digital footprint and monthly commitments. Whatever your reason, Yafee recommends you act decisively once you decide to leave.
Your legal position as a malaysian consumer
Malaysian consumer law grants you specific rights when cancelling online subscriptions, even when the company operates overseas. The framework protecting you is clear, and understanding it gives you confidence to act.
Consumer protection under malaysian law
The Consumer Protection Act 1999 (Act 599) is the primary legislation governing your relationship with Pigeonly. Although Pigeonly is based in the United States, if the company accepts payment from Malaysian residents and offers services to you, Malaysian law applies to your transaction and the relationship itself. Consequently, you have statutory rights that override any terms Pigeonly may have written into its website.
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (any contract formed online) within 14 days of purchase, provided you do not waive this right explicitly. Furthermore, Pigeonly must not impose a penalty on you for exercising this cancellation right, and the company must refund any money you have paid within 14 days of receiving your cancellation notice. In accordance with Section 20 of the Act, this is not optional for Pigeonly; it is mandatory.
Your legal position when cancelling Pigeonly
Your legal position: You may cancel your Pigeonly subscription within 14 days of first subscribing without giving a reason and without incurring a penalty. After the 14-day cooling-off period, you can still cancel at any time, but the company is not legally required to refund money already spent on the service itself, though it must stop charging you once you submit a valid cancellation request. If Pigeonly continues to charge you after you have clearly cancelled, that constitutes an unfair contract term and a breach of the Consumer Protection Act 1999. In such cases, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP), which has enforcement power under the Act.
Yafee advises you to keep written evidence of every cancellation step you take. Screenshots of your account, confirmation emails from support, and payment records are proof that the company received your cancellation request. If a dispute arises later, this evidence shifts the burden to Pigeonly to prove that your account remains active by your choice, not their default.
Cancellation pricing and what you will pay
Before you cancel, you need to understand exactly what Pigeonly is charging you and what your financial exposure is going forward.
Current pricing for Pigeonly in malaysia
| Plan | Monthly cost | What is included | Status |
|---|---|---|---|
| Pigeonly Premium | RM24 (USD 5.00) | Unlimited calls, photos, letters, postcards, greeting cards, web access | Paid recurring |
| Pigeonly Free | RM0 | Limited messaging and communication features | No recurring charge |
If you are on the Premium plan at RM24 per month, and you cancel today, Pigeonly will continue charging you until the cancellation is processed and confirmed. The company's support team typically confirms cancellations within 24 hours, meaning you may see one more charge hit your account before the subscription ends. Consequently, log in to your account now and note your next billing date; this is the date by which Pigeonly must stop charging you.
How to cancel Pigeonly through your web account
The most direct and reliable way to cancel Pigeonly is through the official website using your account dashboard. This method creates an immediate digital record and is harder for the company to ignore than a verbal phone call.
Step 1: prepare your account information before you start
Open a text file or notepad and record three pieces of information from your Pigeonly account: your registered email address, the last four digits of the card you used to pay, and your next billing date. Take a screenshot of your subscription page showing that you are currently on the Premium plan and the monthly charge. Save this file to your computer or phone. This documentation step takes five minutes and will protect you if Pigeonly later claims they have no record of your cancellation attempt.
Step 2: log in to your Pigeonly account on the website
- Navigate to pigeonly.com in your web browser.
- Click the login button, usually located in the top right corner of the page.
- Enter the email address and password associated with your Pigeonly account.
- If you are asked to verify your identity by email or SMS, complete that step immediately.
- Once logged in, you should see your account dashboard or profile page.
Step 3: locate your subscription or billing settings
- Look for a menu or navigation option labelled "Account", "Settings", "Subscription", "Billing", "Membership", or "Plan".
- Click on the option that shows your current subscription details or payment method.
- You should see a summary of your Premium plan, the monthly charge of RM24 (USD 5.00), and your next billing date.
- Look for a button or link that says "Cancel", "Cancel subscription", "Cancel plan", or "Manage subscription".
- If the cancellation option is not immediately visible, check for a "More options" or "Advanced settings" menu.
Step 4: complete the cancellation process
- Click the cancellation button or link you identified in the previous step.
- Pigeonly may ask you why you are cancelling; select a reason from the dropdown list if offered, or skip this step if it is optional.
- Review the cancellation summary, which should confirm your subscription will end and no further charges will occur.
- Click "Confirm", "Complete cancellation", or the equivalent button to finalise the request.
- Take a screenshot of the final confirmation page showing that your cancellation has been processed.
Step 5: confirm your cancellation via email
Pigeonly should send you a confirmation email to the address on file, typically within a few minutes but sometimes within 24 hours. Check your inbox and any spam or promotions folder for an email with the subject line "Cancellation confirmed" or "Your Pigeonly subscription has ended". If you do not receive a confirmation email within 24 hours, send a follow-up email to [email protected] with your account email address and a request for written confirmation that your cancellation has been processed. Save this confirmation email in a folder on your computer or take a screenshot of it for your records.
Cancelling Pigeonly by contacting customer support
If you cannot locate the cancellation option on the website or if the button does not work, you can request cancellation directly from Pigeonly's support team. This method is slightly slower but creates a formal record that is useful if you later need evidence.
Cancellation by email
- Open your email client and compose a new message to [email protected].
- In the subject line, write: "Request to cancel my Pigeonly subscription".
- In the body of the email, include the following information:
- Your full name as it appears on your Pigeonly account.
- The email address registered with Pigeonly.
- The last four digits of the payment card on file.
- Your next billing date (you noted this earlier).
- A clear statement: "I request to cancel my Pigeonly Premium subscription effective immediately. Please confirm this cancellation in writing within 24 hours."
- Send the email and note the date and time you sent it.
- Check for a response within 24 hours; if no response arrives, send a follow-up email referencing your original request and the date you sent it.
- Save all email correspondence in a dedicated folder for your records.
Cancellation by phone
- Call Pigeonly's international support line at +1.702.514.4291 during their business hours (check the website for current hours as they may vary).
- When a support agent answers, say clearly: "I want to cancel my Pigeonly subscription."
- Provide your account email address and the last four digits of your payment card when asked.
- Ask the agent to confirm in writing via email that your cancellation has been processed.
- Request the agent's name and employee ID number for reference.
- After the call, send a follow-up email to [email protected] summarising the call: date, time, agent name, and what was discussed.
- This follow-up email creates a written record of your cancellation request that supports what you said verbally.
Yafee recommends email over phone because email creates a permanent, time-stamped record that neither party can dispute later. If Pigeonly fails to process your email cancellation within 48 hours, that constitutes a breach of the Consumer Protection Act 1999, and you can escalate the complaint to the Ministry of Domestic Trade and Consumer Affairs.
What happens after you cancel Pigeonly
Cancelling your subscription does not happen instantly across all of Pigeonly's systems, so you must monitor your account and payment method to ensure the charges stop.
Immediate actions after cancellation
Within 24 hours of submitting your cancellation request, check your Pigeonly account again by logging in. Your subscription page should now show that your account is on the Forever Free plan or that your Premium subscription has ended. If the page still shows an active Premium subscription with a next billing date, contact support immediately and reference your cancellation confirmation email or the date and time of your phone call.
Mark your calendar for five days before what was originally your next billing date. If Pigeonly charges you again after you have cancelled, you have a clear right to dispute that charge with your bank. Call your bank's customer service line and explain that you cancelled a recurring subscription on a specific date and that Pigeonly has continued charging you without permission. Your bank can reverse unauthorised charges under your card issuer's dispute process, which is faster than waiting for Pigeonly to refund you.
Checking your bank statements for recurring charges
For the next two to three months, review your bank or credit card statements carefully when they arrive. Look for any transaction from Pigeonly or its payment processor (often listed as a code rather than the company name). If you see a charge after your confirmed cancellation date, document it immediately with a screenshot and contact your bank to dispute it. Do not wait for Pigeonly to fix the error voluntarily; banks have specific timelines for dispute resolution, and delayed reporting weakens your case.
Preserving access to your account data
Before your cancellation becomes final, consider whether you need to export or save any messages, photos, or records associated with your account. Pigeonly may delete your account data after a period of inactivity or immediately upon cancellation, depending on their data retention policy. If you have letters or photos you want to keep, download them now while your account is still active. Yafee advises you to save this data to an external drive or cloud storage independent of Pigeonly's servers.
Refunds and what Pigeonly owes you
Your refund rights depend on when you are cancelling and how long you have been a subscriber.
Refunds within the 14-day cooling-off period
If you have been subscribed to Pigeonly for 14 days or fewer from the date you first purchased the Premium plan, you have an unconditional right to a full refund of all money you have paid. This is your statutory right under Section 20 of the Consumer Protection Act 1999. Submit your cancellation request and state clearly in your email or phone call that you are exercising your right to cancel within the 14-day cooling-off period. Pigeonly must refund the full amount within 14 days of receiving your cancellation notice. Request the refund to be processed to the original payment method (your debit or credit card).
Refunds after the 14-day period
Once you are past the 14-day cooling-off period, Pigeonly is not legally required to refund money you have already spent on the service itself. However, the company must stop charging you immediately upon receiving a valid cancellation request. Consequently, if your next billing date is in five days and you cancel today, you do not owe money for those five days; Pigeonly should not charge you again. If the company does charge you, you can dispute that charge as unauthorised.
Furthermore, if you were charged multiple times for a single month or charged for months after you cancelled, Yafee recommends you contact Pigeonly support to request a refund for those duplicate or post-cancellation charges. If support refuses, you can file a complaint with the Ministry of Domestic Trade and Consumer Affairs, which can order the company to refund money obtained in breach of consumer law.
Common mistakes to avoid when cancelling Pigeonly
Cancelling online services is straightforward when you follow the right process, but small errors can create delays and complications. Here are the pitfalls you must avoid.
Mistake 1: assuming your account is cancelled because you stopped logging in
You are not cancelled simply because you have not used your account for weeks or months. Pigeonly will continue charging you every month until you explicitly submit a cancellation request through the website, email, or phone. Some users believe that ignoring their account or deleting their app means the subscription ends; it does not. Only a formal cancellation request stops the recurring charge. Check your bank statements now to see if Pigeonly is still deducting RM24 monthly. If so, you have been paying for months unnecessarily.
Mistake 2: cancelling your payment card without cancelling the subscription
If your card expires and you do not update your payment method, Pigeonly will mark your account as having a failed payment, but the subscription itself remains active. When you get a new card and your bank issues it a new number, Pigeonly may attempt to charge the old card repeatedly or may try to collect the unpaid balance later. Furthermore, some payment processors retry failed charges automatically, and you could face unexpected collections activity. The correct order is always: cancel the subscription first, then worry about your card.
Mistake 3: not saving confirmation of your cancellation request
If you cancel through the website and take no screenshot, or if you cancel by phone and do not ask the agent to send a follow-up email, you have no proof that you ever asked to cancel. If Pigeonly later says your account remains active or claims they received no cancellation request, you have no document to dispute that claim. Always save screenshots, confirmation emails, and written summaries of phone calls in a dedicated folder. Label the files with dates so you can quickly find them if you need to escalate a dispute.
Mistake 4: accepting a "pause" instead of a full cancellation
Some platforms offer a temporary pause rather than a permanent cancellation, and Pigeonly may suggest you pause your subscription instead of cancelling it. A paused subscription typically resumes automatically on a date set by the company, and you may be charged again without taking action. If you do not intend to use Pigeonly again, insist on a full cancellation, not a pause. Use the word "cancel" explicitly in all communications and reject any alternative offered by support.
Mistake 5: not checking your account after cancellation
Logging in one final time after you cancel is not paranoia; it is prudent. Verify that your subscription status has changed, that your next billing date is gone, and that the page shows either a free plan or no active subscription. If the premium plan is still showing as active 48 hours after your cancellation request, escalate to support immediately with screenshots proving that the cancellation did not process.
Your timeline and what to expect after cancellation
Understanding the realistic timeline for cancellation helps you set appropriate expectations and know when to escalate if something is wrong.
| When | What happens | Your action |
|---|---|---|
| Same day you cancel | You submit cancellation request via website or email | Take screenshots; save confirmation; save your evidence file |
| Within 24 hours | Pigeonly sends confirmation email or support calls you back | Log in and verify your subscription shows as cancelled; save confirmation |
| Your next billing date (as scheduled) | Pigeonly must not charge you; final charge should not occur | Check bank statement; if charged, dispute with your bank immediately |
| Within 14 days of cancellation (if within original 14-day period) | Pigeonly must refund all money paid, to original payment method | Check your bank; if no refund, contact support with refund deadline |
| 2-3 months after cancellation | Continue monitoring for any rogue charges or collection activity | Review each bank statement; dispute any unexpected charges immediately |
If Pigeonly refuses to cancel or continues charging
You have clear remedies if Pigeonly does not honour your cancellation request or reverses the cancellation without your permission.
Step 1: escalate within Pigeonly
Send a formal written demand to [email protected] with the subject line "Formal demand for cancellation and refund". Include your account email, the dates and times of all previous cancellation requests, copies of any confirmation emails, your next billing date, and a statement that Pigeonly has breached the Consumer Protection Act 1999 by refusing to process your cancellation. Set a deadline of 5 business days for Pigeonly to respond in writing and confirm that your cancellation has been processed and that no further charges will occur. If you are within the 14-day refund period, demand a full refund to your original payment method.
Step 2: dispute the charge with your bank
If Pigeonly charges you after you have cancelled, contact your bank immediately and file a dispute for the unauthorised charge. Provide your bank with all evidence: the cancellation confirmation email, screenshots of your cancelled subscription status, and this formal demand letter to Pigeonly. Your bank can reverse the charge within 30 to 60 days, depending on the card issuer's chargeback process. This is usually faster than waiting for Pigeonly to refund you.
Step 3: report Pigeonly to the ministry of domestic trade and consumer affairs
If Pigeonly ignores your demand or refuses to cancel, you can file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). The Ministry enforces the Consumer Protection Act 1999 and has the power to order Pigeonly to refund your money and cease the breaching conduct. You can file a complaint online at consumer.gov.my or visit a KPDNHEP office in your state. Provide the Ministry with your evidence: all cancellation requests, confirmation emails, bank statements showing the charges, and copies of your formal demand to Pigeonly. The Ministry will investigate and can compel the company to refund you if it finds a violation.
Step 4: pursue a small claims action if necessary
If the refund amount is less than RM5,000, you can file a small claims case in the Magistrate's Court in your state without needing a lawyer. The court can order Pigeonly to refund you the disputed amount plus court costs. This option is your last resort but is available if the company refuses to comply with the Ministry's order or if the Ministry's investigation is taking too long. Yafee advises you to gather all written evidence before filing to make your case as strong as possible.
Comparing Pigeonly with other inmate communication services
If you are cancelling Pigeonly because you want a better alternative, several other platforms serve the same market. Comparing features and pricing before you commit to a new service helps you avoid repeating the same problem.
| Service | Monthly cost | Features | Operating region |
|---|---|---|---|
| Pigeonly | RM24 (USD 5.00) | Calls, letters, photos, postcards, greeting cards, web access | US-based, international support |
| JPay | Varies by service (USD 0.50-2.50 per transaction) | Pay-per-use; emails, video visits, phone time | US-based, selected facilities only |
| VIA (Global Tel Link) | Varies (direct calling through GTL collect calls) | Direct phone calls via prison system | US prison system integration |
Each service has different strengths and weaknesses depending on which facilities accept them and your communication preferences. Research your options thoroughly before subscribing to avoid another unwanted recurring charge.
Your cancellation checklist for Pigeonly
Use this checklist to track every step of your cancellation and ensure you do not miss anything.
- Record your account email, card last 4 digits, and next billing date.
- Take a screenshot of your current subscription page showing the RM24 monthly charge.
- Log in to pigeonly.com and navigate to your subscription or billing settings.
- Click the cancel button and take a screenshot of the confirmation page.
- Save the confirmation email Pigeonly sends within 24 hours.
- If you cancel by phone, send a follow-up email to [email protected] summarising the call.
- Wait 24 to 48 hours, then log in again to verify your subscription shows as cancelled.
- Mark your calendar for your original next billing date to check that you are not charged.
- Review your bank statement when it arrives; dispute any charges that appear after your cancellation date.
- If no confirmation arrives within 24 hours, send a follow-up email demanding written proof of cancellation.
- If charged after cancellation, file a dispute with your bank immediately with all supporting evidence.
Summary and why you should act now
Cancelling Pigeonly is straightforward when you follow the correct procedure and understand your legal rights. The Consumer Protection Act 1999 protects you, and Pigeonly must honour your cancellation request within 24 to 48 hours. If the company fails to cancel your account or continues charging you after you have submitted a valid cancellation request, you have remedies: you can dispute charges with your bank, escalate a complaint to the Ministry of Domestic Trade and Consumer Affairs, or file a court action for refund and damages.
Yafee has helped thousands of consumers cancel online subscriptions and recover money charged without authorisation. The key is to document every step, request written confirmation, and follow up if the company does not respond within 24 hours. Do not assume that your cancellation was processed successfully; verify it yourself by logging in and checking your subscription status. If Pigeonly continues to charge you after you have cancelled, that is a breach of law, and you have the right to pursue recovery through your bank, the Ministry, or the courts.
Act today. Log in to your Pigeonly account now and cancel your subscription using the web-based process we have outlined. Take screenshots of every step and save the confirmation email. Yafee recommends you set a calendar reminder for your original next billing date and check your bank statement to confirm that no charge appears. Your money is yours, and Pigeonly must respect your decision to cancel.
Pigeonly support contact details
Email: [email protected]
Phone (international): +1.702.514.4291
Website: pigeonly.com
Postal address for written notices: Pigeonly, Las Vegas, Nevada, United States (check the contact page on pigeonly.com for the current street address)
Malaysian consumer authority escalation: Ministry of Domestic Trade and Consumer Affairs (KPDNHEP), Aras 7-14, Blok D, Kompleks Kerajaan, 62988 Putrajaya, Malaysia. Complaint portal: consumer.gov.my
Important warning
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