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Cancel Roman: Step-by-Step Guide
How to cancel Roman in malaysia: your legal rights and step-by-step guide
What Roman is and why malaysians struggle to cancel
Roman (also marketed as Ro or Ro Health) is a US-based telehealth platform specialising in men's health treatments, including erectile dysfunction medication, hair loss solutions, and weight management programmes. For Malaysian subscribers, the challenge begins with geography: Roman operates primarily from the United States, with support staff based in Illinois and New York. When you need to cancel, you will find yourself communicating across time zones, navigating US-centric terms and conditions, and often receiving replies that take longer than you expect.
The core issue for Malaysians is that Roman does not publish a Malaysia-specific cancellation address or local support telephone number. Instead, support operates through an online dashboard, live chat (limited to US business hours: Monday to Friday, 8:30 AM to 4:30 PM Central Time), and email at [email protected]. This structure means that if you email during Malaysian daytime, you may wait 12 to 24 hours for a response, even for urgent cancellation requests.
What you actually pay for when you subscribe to Roman
Roman's pricing model is built on recurring billing for ongoing treatment plans and medication refills. Research shows that common recurring charges include monthly subscription plans ranging from approximately RM137 (USD 29) for book-only subscriptions to higher amounts for prescription medication and repeat consultations. The key problem is that Roman presents different pricing at different checkout stages, and not all plan options are clearly documented in one location on the website.
When you sign up, you are committing to a recurring monthly charge unless you actively cancel. Many Malaysian users report surprise charges after they believed they had cancelled, because the cancellation request either did not reach support in time or was not processed before the next billing cycle.
Limited availability and shipping restrictions for malaysia
Another complication specific to Malaysia is that not all Roman services are available locally, and prescription medications may face import restrictions depending on Malaysian pharmaceutical regulations. If your order cannot be fulfilled to your address in Malaysia, the subscription may remain active on Roman's system even though no product is being sent to you. This means you will continue to receive billing charges unless you explicitly cancel in writing and obtain confirmation that recurring charges have stopped.
Before you cancel, verify whether Roman can legally ship prescription medications to your state in Malaysia. If the service is not available where you live, cancellation becomes even more urgent, because you are paying for a service that cannot deliver.
Your legal rights as a malaysian consumer
Your right to cancel a subscription is protected under Malaysia's Consumer Protection Act 1999 (Act 599), which governs unfair contract terms, misleading advertising, and consumer remedies. Under this framework, Roman must provide you with clear information about cancellation procedures before you complete your purchase, and the cancellation process itself must be as straightforward as the sign-up process.
What the consumer protection act 1999 guarantees you
Section 139 of the Consumer Protection Act 1999 establishes that any contract term which creates significant imbalance in the parties' rights and obligations, contrary to the requirement of good faith, is unfair and not binding on you. If Roman's cancellation process is deliberately obscured, slow, or requires unreasonable steps, that term may be deemed unfair under Malaysian law.
Furthermore, Section 134 requires suppliers to provide you with information about cancellation rights before you enter the contract. If Roman's website, checkout page, or terms do not clearly state how to cancel, you have grounds to dispute charges and demand a refund.
Your legal position: You have the right to cancel at any time, provided you give reasonable notice (typically within your billing cycle). Roman must process your cancellation within a reasonable timeframe and stop all recurring charges immediately. If Roman continues to charge you after you have submitted a cancellation request in writing, you can lodge a complaint with the Malaysian Ministry of Domestic Trade and Consumer Affairs (KPDNKK).
Enforcement and escalation through KPDNKK
If Roman refuses to cancel your subscription, continues to charge you after cancellation, or fails to refund disputed charges, you can escalate your complaint to the Ministry of Domestic Trade and Consumer Affairs (KPDNKK). This government body investigates breaches of consumer protection law and can compel companies to provide refunds or cease unfair practices. Yafee recommends keeping detailed records of all cancellation requests, emails, and charges before you escalate.
How to cancel Roman step-by-step
Cancellation of Roman requires careful timing and documentation to ensure you are not charged again. The following steps walk you through the process from initial verification through final confirmation.
Step 1: verify your subscription details and billing date
- Log into your Roman account on the website (getroman.com or ro.co).
- Navigate to Account Settings or Subscription Management.
- Take a screenshot of your current plan, including:
- Plan name and monthly cost (in RM or USD, depending on your billing currency).
- Next billing date (this is critical - you must cancel before this date to avoid the next charge).
- Subscription ID or order number.
- Save the screenshot to your device and email it to yourself for backup.
Step 2: check whether you subscribed through a third-party app store
- Search your email inbox for receipts from Apple App Store, Google Play, or the Roman website.
- If your receipt is from Apple App Store or Google Play, your subscription is managed by Apple or Google, not by Roman directly. Cancelling on the Roman website will NOT stop charges from the app store.
- If you subscribed via the website and paid with a credit card, you may cancel directly through Roman's support team (see Step 3).
This distinction is crucial because Yafee has documented cases where Malaysian users cancelled through Roman's website but continued to be charged through Apple or Google. Confirm your purchase channel before proceeding.
Step 3: contact roman's support team to request cancellation
- Open Roman's help centre at care.getroman.com.
- Select "Contact Us" and choose from the following options:
- Live chat: Available Monday to Friday, 8:30 AM to 4:30 PM CT. Note that this is approximately 1:30 AM to 9:30 PM Malaysian time (MYT). Evening Malaysian time is best for real-time response.
- Email: Send a cancellation request to [email protected] with the subject line "Cancellation Request" and include your subscription ID and full name.
- In your message, state clearly: "I request immediate cancellation of my Roman subscription, effective immediately. Please confirm that all recurring charges will cease as of today and provide written confirmation of the cancellation."
- Attach or reference your subscription details screenshot.
Step 4: if you subscribed through apple app store or google play, cancel through the platform
- For Apple App Store: On your iPhone or iPad, go to Settings > [Your Name] > Subscriptions. Find Roman and select "Cancel Subscription". Request a refund for the most recent charge if you were billed unexpectedly.
- For Google Play: On your Android device, open Google Play Store > Menu > Subscriptions. Find Roman and select "Cancel Subscription".
- After cancelling through the app store, email Roman's support team ([email protected]) with your App Store or Google Play order confirmation to notify them that you have cancelled and request they remove your subscription from their system.
Step 5: document everything and request written confirmation
- Save all email replies from Roman's support team.
- Take a screenshot of any confirmation messages from Apple or Google.
- Send a follow-up email to [email protected] requesting a written cancellation confirmation that includes:
- Your subscription ID.
- Cancellation effective date.
- A statement that all recurring billing has been permanently stopped.
- Request that Roman respond within 3 business days.
Yafee advises that this written confirmation is your proof of cancellation if a dispute arises. Without it, Roman may claim they never received your cancellation request.
Cancellation timeline and what to expect after
Roman's terms do not publish a specific cancellation processing timeframe, which is a gap in transparency. In practice, cancellations processed via live chat during business hours are usually confirmed within the same day. Email cancellations typically take 24 to 48 hours, though responses may be delayed if you email during Malaysian daytime hours.
When the next billing charge arrives
Your next billing charge will typically process on your established billing date, which appears in your account settings. If you cancel fewer than 24 hours before that date, Roman may still charge you. Once you see that charge on your bank statement, contact Roman immediately with your cancellation confirmation email and request an immediate refund.
Check your bank statement for approximately 5 to 7 days after you submit your cancellation request. If a charge appears after cancellation, you have the right to dispute it with your bank. In Malaysia, most credit card providers and banks will reverse unauthorized or disputed subscription charges if you provide evidence of your cancellation request.
Cancelling recurring prescriptions or treatment plans
If you have an active prescription refill or treatment plan scheduled with Roman, cancellation of your subscription does not automatically cancel pending refills. You must contact Roman separately and request that all future prescription shipments be cancelled. Include your prescription ID or order number in this request. Yafee recommends confirming in writing that no further shipments will be sent before you consider the cancellation complete.
Refunds and chargebacks
Roman's refund policy is not transparently published for Malaysian customers, which is itself a compliance concern under the Consumer Protection Act 1999. In general, if you cancel before your next billing cycle begins, you should not be charged. If you are charged after cancellation, you are entitled to a refund.
How to request a refund
- Gather evidence of your cancellation request: email confirmation, chat transcript, or screenshot of your account cancellation date.
- Contact Roman at [email protected] with the subject "Refund Request Following Cancellation".
- Explain that you cancelled before your billing date but were still charged, and request a full refund.
- Provide your order ID, the amount charged, and the date of the charge.
- Allow 5 to 7 business days for a response.
Disputing the charge with your bank
If Roman does not respond to your refund request within 7 business days, or if they refuse to refund you, contact your bank or credit card issuer. In Malaysia, banks process chargeback disputes within 30 to 60 days. Provide your bank with:
- Your cancellation request email or confirmation.
- Screenshots of your account showing the cancellation date.
- A copy of the charge on your statement.
- Correspondence with Roman if they refused the refund.
Your bank will investigate and, if evidence supports your claim, will reverse the charge and issue a credit to your account within 60 days.
Pricing comparison: roman's recurring charges for malaysian customers
Understanding Roman's pricing helps you decide whether cancellation is the right move. The following table outlines typical recurring subscription costs:
| Plan type | Monthly cost (USD) | Monthly cost (RM approx.) | Billing frequency | Available in Malaysia |
|---|---|---|---|---|
| Book-only subscription | USD 29 | RM 137 | Monthly recurring | Yes, via website |
| Prescription + consultation (entry) | USD 50-99 | RM 237-469 | Monthly recurring | Limited; check shipping |
| Hair loss treatment (generic) | USD 30-60 | RM 142-284 | Monthly recurring | Limited; import restrictions |
| Weight management programme | USD 40-150 | RM 189-711 | Monthly recurring | Not confirmed for Malaysia |
| Refill subscriptions (varies) | USD 30-200 | RM 142-949 | Every 30/60/90 days | Depends on product type |
These prices are approximate and may vary depending on your location, currency exchange rates, and treatment customization. Yafee recommends checking your invoice or receipt for the exact amount you are being charged in ringgit.
Common mistakes that delay cancellation
Cancellation frustration is avoidable if you know where most users slip up. The following mistakes can extend your subscription unwillingly and add unexpected charges.
Mistake 1: cancelling on the Roman website but not on the app store
This is the most frequent error. If you downloaded Roman's app from Apple App Store or Google Play and subscribed through the app, cancelling on Roman's website does nothing. Your subscription remains active through Apple or Google, and charges continue. Always verify your purchase channel first and cancel on the correct platform.
Mistake 2: not cancelling before your next billing date
Roman charges you on your established billing date regardless of whether you have submitted a cancellation request. If you cancel on the 28th and your billing date is the 30th, you will likely still be charged. Cancel as soon as you decide to end your subscription, ideally 3 to 5 days before your billing date.
Mistake 3: relying on verbal cancellation or incomplete emails
Live chat transcripts are useful but not always retained by Roman. If you cancel via live chat, follow up with a formal email to [email protected] reiterating your cancellation request. Email creates a documented trail that protects you if a dispute arises. Yafee advises treating cancellation as a formal legal request, not a casual customer service conversation.
Mistake 4: not checking your credit card statement after cancellation
Assume nothing. After you receive a cancellation confirmation from Roman, continue monitoring your credit card or bank statement for 30 days. If an unexpected charge appears, contact your bank and Roman immediately with your cancellation confirmation as proof.
Mistake 5: failing to cancel prescription refills separately
Cancelling your subscription does not automatically cancel pending medication refills or treatment deliveries. You must request separately that Roman stop all future shipments. If you do not, you may receive unwanted products and be charged for them after your subscription is officially cancelled.
What to do immediately after cancellation
Cancellation is not complete the moment support says "approved." The real confirmation comes when you stop being charged. Here are the steps to verify that cancellation has actually taken effect.
Within 24 hours of cancellation approval
- Log back into your Roman account to confirm your subscription status shows as "Cancelled" or "Inactive".
- If your account still shows as "Active", send a follow-up email to [email protected] stating: "I received cancellation confirmation but my account still shows as active. Please update my account status immediately."
On your next scheduled billing date
- Check your credit card, bank account, or app store billing for any charge from Roman, Ro, or Apple/Google.
- If no charge appears, cancellation was successful.
- If a charge does appear, immediately document it and proceed to the refund request process outlined above.
Save your cancellation confirmation permanently
- Download or print the cancellation confirmation email from Roman.
- Take a screenshot of your account showing "Cancelled" status.
- Store these files for at least 2 years as proof you cancelled, in case a dispute with your bank or credit card issuer arises.
Yafee has helped thousands of consumers cancel subscriptions successfully by treating cancellation as a documented legal process rather than a one-off request. Follow these steps and you will be protected.
Comparing cancellation across similar health platforms
If you are considering alternatives to Roman or want to understand how Roman's cancellation process compares to competitors, the following table outlines key differences:
| Platform | Cancellation method | Processing time | Malaysian support | Refund policy |
|---|---|---|---|---|
| Roman (Ro) | Email or live chat | 24-48 hours | US-based only | Not transparent |
| Teladoc (US) | Account dashboard or support | Same day | Limited | Plan-dependent |
| MDLive (US) | Dashboard + email | 24 hours | No local presence | Subject to plan terms |
| Practo (Asia-regional) | App or website dashboard | Immediate | Yes, Malaysia-based | Per-appointment; no recurring |
| Halodoc (SE Asia) | App dashboard | Immediate | Yes, fully localized | Per-service; flexible |
| MedExcel (Malaysia local) | Phone or in-person | Same day | Yes, local support | Transparent on invoice |
The key advantage of Asia-based or Malaysia-localized platforms is that they offer same-timezone support and clearer cancellation processes. If you are repeatedly frustrated with Roman's US-only support, switching to a Malaysia-registered telehealth provider may eliminate these delays.
How to file a complaint if Roman refuses to cancel
If Roman ignores your cancellation request, continues to charge you after you have submitted a formal cancellation, or refuses to process a refund, you have legal remedies under Malaysian consumer law.
Step 1: send a formal demand letter
- Draft a letter to Roman stating your cancellation request, the date you submitted it, and the charges you dispute.
- Reference the Consumer Protection Act 1999, Section 134 (duty to provide cancellation information) and Section 139 (prohibition on unfair terms).
- Request a refund within 14 days.
- Send this letter via email to [email protected] and keep a copy for your records.
Step 2: lodge a complaint with KPDNKK
If Roman does not respond within 14 days or refuses your claim, file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKK). You can do this online at consumer.kpdnkk.gov.my. Provide:
- Your name, contact details, and complaint category (subscription not cancelled; unauthorized charges).
- Roman's contact details.
- Copies of all cancellation requests, refusal emails, and bank statements showing disputed charges.
- A statement of the amount you claim to recover.
KPDNKK will investigate Roman's compliance with Malaysian consumer law and may compel the company to refund you or cease the unfair practice.
Step 3: file a chargeback through your bank
Simultaneously, contact your bank or credit card issuer and dispute all charges made after your cancellation request date. Provide them with your formal demand letter and KPDNKK complaint reference number. Your bank will process the chargeback and, if successful, will credit your account within 60 days.
Key takeaways: cancellation checklist for Roman in malaysia
Use the following checklist to ensure your cancellation is complete and you are protected:
| Step | Action | Deadline | Proof required |
|---|---|---|---|
| 1 | Screenshot your subscription details (ID, cost, billing date) | Before cancelling | Screenshot saved |
| 2 | Verify where you subscribed (website vs. app store) | Before cancelling | Purchase receipt email |
| 3 | Email cancellation request to [email protected] | 3-5 days before billing date | Confirmation email from Roman |
| 4 | Cancel on app store if applicable (Apple/Google) | Same day as email | Cancellation confirmation from store |
| 5 | Check account status shows "Cancelled" | Within 24 hours | Screenshot of cancelled status |
| 6 | Verify no charge on billing date | On your billing date | Bank statement showing no debit |
Contact information and escalation routes
Use the following contact details and authorities if you need to pursue your cancellation further:
Roman's support channels
- Email: [email protected]
- Live chat: Available on getroman.com or ro.co (Monday to Friday, 8:30 AM to 4:30 PM CT; approximately 1:30 AM to 9:30 PM MYT)
- Help centre: care.getroman.com
- Terms and conditions: roman.com/terms
Malaysian consumer authorities
- Ministry of Domestic Trade and Consumer Affairs (KPDNKK): consumer.kpdnkk.gov.my or call 1800-80-6000
- Your bank's customer service: For chargeback disputes and unauthorized charges
- App store dispute resolution: Apple (reportaproblem.apple.com) or Google Play (support.google.com/googleplay)
Your credit card issuer's dispute hotline
Locate this number on the back of your card or in your online banking portal. Have your cancellation confirmation and bank statement ready when you call.
Final advice: cancel proactively and document everything
The overarching principle is simple: do not assume Roman's system will automatically stop charging you. Treat cancellation as a formal legal transaction, not a casual customer service request. Send your cancellation request in writing (email), retain all confirmations, and monitor your bank statement for 30 days after cancellation.
Yafee's contract law specialists have observed that most cancellation disputes arise not because companies refuse cancellation, but because customers fail to document their requests or cancel on the wrong platform. By following the step-by-step process outlined above, you eliminate ambiguity and protect yourself under the Consumer Protection Act 1999.
If Roman breaches your cancellation request or continues to charge you after you have formally asked them to stop, you have clear legal grounds to recover your money through your bank, KPDNKK, or small claims court. The key is to act quickly and keep records. Yafee has helped thousands of consumers cancel subscriptions across multiple platforms by treating cancellation with the same care and documentation they would apply to any formal contract. Start today by taking a screenshot of your current Roman subscription details. Then follow the steps above. Your cancellation will be complete, compliant with Malaysian law, and protected by evidence.