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Frequently asked questions
Cancel Soho House: The Right Way
How to cancel Soho House membership in malaysia and protect your rights
What Soho House membership is and why cancellation matters
Soho House is a private members' club founded in 1995 that operates a global network of physical locations offering dining, accommodation, gym and spa facilities, and exclusive social events to members. In Malaysia, Soho House does not operate a dedicated House location, which means your membership is managed remotely through the global membership team. Understanding the structure of your membership contract is essential before you attempt cancellation, because Soho House applies an annual commitment model that differs fundamentally from month-to-month subscriptions.
How membership fees and annual commitment work
Soho House membership operates on an annual contract basis, not a rolling monthly subscription. When you join, you commit to pay the full annual membership fee regardless of when you cancel during that year. Under the standard membership terms, if you resign mid-year, you remain liable for the remaining balance of your annual fee. This means cancellation does not automatically stop your charges; it only prevents renewal at the anniversary date.
The membership tiers available globally include Every House Membership (access to all Soho House locations worldwide, plus gym, spa, and bedroom access), Local House Membership (single location access), and Soho Friends Membership (limited social access). Pricing for these plans varies by member age, location, and tier. For Malaysian members, pricing is typically quoted in USD on the global application portal and converts to Malaysian ringgit (RM) at the point of payment or currency conversion.
Membership benefits and what you are paying for
Every House members receive access to all physical Houses, complimentary personal training sessions, discounted rates on Soho Home merchandise, and invitations to hundreds of monthly member events. Local House members access a single location and selected facilities. The membership is primarily a lifestyle and networking service rather than a digital subscription, which is why unused months are typically not refunded if you cancel mid-year.
Because there is no Soho House club location in Malaysia, your membership operates entirely through the global membership system. You pay in full upfront or via your payment method on file, and you access facilities when you travel to any Soho House location worldwide. This remote arrangement is crucial for cancellation: it means you cannot walk into a local office to cancel, and you must use email as your primary channel of communication with the membership team.
Your legal position under malaysian consumer protection law
Your right to cancel Soho House membership is governed by the Consumer Protection Act 1999 (CPA 1999), Malaysia's primary consumer protection statute. Under this framework, you are entitled to fair treatment, transparent pricing, and the right to terminate a distance contract within a specific cooling-off period if the law applies to your membership arrangement.
Distance selling and the cooling-off right
If you joined Soho House online or by email (which is how Malaysian members must join, because there is no local office), your membership is classified as a distance contract under the CPA 1999. This means you have the right to cancel within 10 calendar days of receipt of written confirmation of your membership without incurring any penalty, provided you do so before the service begins. However, once the membership service has commenced (for example, once you have accessed a House or received your membership card), this cooling-off right expires.
After the cooling-off period ends, you remain bound by the annual payment commitment unless the membership agreement itself provides an early cancellation clause. Soho House's standard terms state that mid-year cancellation does not exempt you from paying the remainder of the annual fee. Your recourse is limited to requesting cancellation of future renewals rather than recovery of fees already paid for the current membership year.
Your rights if Soho House refuses to cancel or continues charging
If Soho House fails to acknowledge your cancellation request, continues charging you after your cancellation date, or disputes your cancellation claim, you have the right to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). The MDTCA operates a consumer complaint portal and can investigate unfair contract terms, misleading representations, and failure to provide refunds due under consumer law.
You also have the right to dispute charges with your bank or payment provider if the charges appear unauthorized after your cancellation email was sent. Most payment processors have a chargeback or dispute resolution process that allows you to challenge transactions within 90 days. Retain all email confirmations of your cancellation request to support any dispute or complaint with the MDTCA.
Methods to cancel Soho House membership
Soho House does not offer in-app or website-based cancellation. The only verified cancellation method is email contact with the global membership team. You cannot cancel through the Soho House website, app, or any automated system; all cancellations must be processed by a human member of the membership team via email.
Email cancellation (the only method)
Email is the sole cancellation channel available to members, including those in Malaysia. You must send a cancellation request to [email protected]. This email must clearly state your intention to cancel, include your membership number or the email address associated with your account, and specify the date on which you wish the cancellation to take effect. Soho House does not publish a standard response time, but you should expect acknowledgment within 5 to 10 business days.
The critical step is to send this email from the same email address registered to your membership account. If you registered with a corporate email and now use a personal email, log into your membership account first and update the contact email, then send the cancellation request from the registered address. This ensures the membership team can verify your identity and link your request to your account.
Step-by-step procedure to cancel Soho House
Follow this process to ensure your cancellation is processed, documented, and not lost in the membership team's inbox.
Step 1: gather and save all membership information
Before you compose any cancellation email, collect and save four essential documents. These records protect you if Soho House later claims they did not receive your cancellation or if they dispute your membership status.
- Log into your Soho House account and take a screenshot of your membership dashboard, showing your plan name, membership tier, and current status.
- Locate and save a copy of your most recent payment receipt or card statement showing the amount charged in RM and the date of the last payment.
- Search your email inbox for your original membership confirmation or welcome email from Soho House, which will contain your membership number.
- Write down today's date and the date you want your membership to end (note: you may not be able to end it before the annual anniversary, depending on the cancellation clause in your terms).
- Save all documents in one folder on your computer or in cloud storage, labelled with your membership number and today's date.
Step 2: compose a clear, documented cancellation email
Send an email to [email protected] from the email address registered to your Soho House account. Use a clear subject line such as "Membership Cancellation Request" and include the following information in the body of the email.
- State your full name and the email address associated with your membership account.
- Provide your membership number (if you have it; if not, provide the email address you used to join).
- Write a single sentence: "I request cancellation of my Soho House membership effective [insert date]."
- If you are within the 10-day cooling-off period and have not yet accessed the service, state: "This is a cooling-off cancellation under the Consumer Protection Act 1999."
- Request a written confirmation of the cancellation date and any final fees due or refunds payable.
- Sign off with your name and the date you sent the email.
Do not include complaints, criticisms, or lengthy explanations in this first email. Keep it factual and brief. The membership team will respond faster if you request only cancellation and confirmation, not a debate about why you are cancelling or disputes about past charges.
Step 3: send the email and keep all records
Send the email from your registered email address. Immediately after sending, forward a copy of the email to yourself as confirmation, or take a screenshot showing the sent time, recipient address, and full email text. Do not delete the email from your sent folder.
If your email account is a corporate or university email that may be deactivated, forward the entire email chain to a personal email address and save it as a PDF file. This ensures you have a permanent record even if your employer deactivates your corporate email.
Step 4: wait for written acknowledgment and follow up if needed
The membership team should respond within 5 to 10 business days. If you do not receive a response within 10 business days, send a follow-up email to [email protected] with the subject line "Follow-up: Membership Cancellation Request [Your Membership Number]." In this follow-up, reference the date of your original email and request confirmation that your cancellation request was received.
If you receive no response after a second follow-up email sent 5 business days after the first, escalate by emailing [email protected] with a subject line marked "Urgent: Escalation Required." In this email, state that you have sent two cancellation requests and have not received acknowledgment, and that you intend to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs if the matter is not resolved within 5 business days.
Step 5: verify cancellation and monitor your account
Once you receive written confirmation that your membership has been cancelled, log into your Soho House account and check that your membership status now shows "Cancelled" or "Inactive." Screenshot this page and save it with your other records. Monitor your payment method (credit card or bank account) to ensure that no charges appear after the confirmed cancellation date.
If a charge appears after your cancellation date, immediately send an email to [email protected] with the subject "Unauthorized charge after cancellation" and attach a screenshot of the charge from your bank statement. Request an immediate refund. If Soho House does not refund the charge within 14 days, contact your bank and dispute the transaction as unauthorized.
What happens after you cancel: charges, refunds, and renewal
Cancellation of Soho House membership does not automatically trigger a refund for the remainder of your membership year. The outcome depends on when you cancel within your annual cycle and whether you are within the 10-day cooling-off period.
Refunds within the cooling-off period
If you cancel within 10 calendar days of receiving your membership confirmation in writing, and you have not yet accessed any Soho House facility, you are entitled to a full refund of all membership fees paid. You must request this refund explicitly in your cancellation email by writing: "I request a full refund of my membership fees as I am exercising my right to cancel under the Consumer Protection Act 1999 cooling-off period." The membership team must refund you within 14 calendar days of receiving this request.
Refunds after the cooling-off period
Once the cooling-off period expires or once you have accessed a Soho House facility, you lose the automatic right to a refund. If you cancel mid-year, you remain liable for the full annual membership fee. Soho House will not refund unused months or partial years under the standard membership agreement.
However, if your membership agreement includes an early cancellation clause (some tiers or promotional memberships do), that clause may allow cancellation with a reduced fee or pro-rata refund. Check your original membership confirmation email and the membership terms page on Soho House for any such clause. If a clause exists and you qualify, reference it explicitly in your cancellation email and request the applicable refund.
Prevention of renewal charges
The primary benefit of cancellation after the cooling-off period is that it stops future renewal charges. When you cancel, your membership will not auto-renew on the anniversary date. This prevents charges in subsequent years, even though you may remain liable for the current annual fee through the anniversary date.
After cancellation is confirmed, check your payment method and Soho House account settings to ensure that no saved payment method is linked to your account or set to auto-charge. If a payment method is still saved, log into your account and delete it to prevent any accidental re-activation or renewal.
Pricing table for common Soho House membership tiers
| Membership tier | Annual fee (USD) | Annual fee (RM estimate) | Primary benefit | Cancellation refund? |
|---|---|---|---|---|
| Every House (Under 27) | $2,500 | RM11,750 | Global access, gym, spa, events | Within 10 days only |
| Every House (27+) | $3,800 | RM17,936 | Global access, gym, spa, events | Within 10 days only |
| Local House (Under 27) | $1,300 | RM6,136 | Single location access | Within 10 days only |
| Local House (27+) | $1,950 | RM9,204 | Single location access | Within 10 days only |
| Soho Friends | $650 | RM3,068 | Limited event and social access | Within 10 days only |
Note: USD to RM conversion based on approximate 1 USD = 4.72 RM. Your actual RM charge will depend on the exchange rate on your payment date. All figures are annual fees and do not include applicable taxes or currency conversion fees charged by your bank.
Common mistakes and how to avoid them
Cancellation is straightforward if you follow the correct process, but many members make small errors that delay resolution or create disputes. Avoid these traps by being methodical from your first email.
Mistake 1: sending cancellation requests to the wrong email address
Members sometimes email general support addresses, social media messages, or local office contacts they find online. None of these channels connect to the membership team. The only email that works is [email protected]. If you have sent a cancellation request to any other address, send it again to [email protected] and reference the original email date in your new message.
Mistake 2: trying to cancel through the app or website settings
The Soho House app and website do not have a cancellation button, even in settings. If you see a "manage subscription" option, it will not allow cancellation; it will only let you update payment details. Do not assume the app will process a cancellation. Email is the only method that works.
Mistake 3: not requesting a refund explicitly
If you are within the 10-day cooling-off period and have not accessed the service, the membership team will not automatically refund you. You must explicitly state in your cancellation email that you are exercising your cooling-off right and requesting a full refund. Use the exact phrase: "I request a full refund as I am exercising my right to cancel under the Consumer Protection Act 1999 cooling-off period."
Mistake 4: failing to retain email proof
Do not delete the cancellation email you send or the responses you receive. If a charge appears after cancellation, you will need to show Soho House (or your bank, or the MDTCA) proof that you sent the cancellation request and when. Most email services allow you to export emails as PDF; do this immediately after cancellation is confirmed.
Mistake 5: assuming membership will stop immediately
Cancellation takes effect on the date the membership team confirms, not on the date you send your email. If your membership fee is due on 15 June and you cancel on 1 June, you may still be charged the full annual fee on 15 June unless you cancel before the anniversary date. Always check the exact cancellation date in the membership team's response email.
Checklist: before, during, and after cancellation
Use this checklist to ensure you complete each step and retain all necessary records.
| Action | Deadline | Completed? |
|---|---|---|
| Screenshot your membership plan and status from your account | Before sending email | [ ] |
| Locate and save your membership number from your confirmation email | Before sending email | [ ] |
| Save a copy of your latest payment receipt or bank statement | Before sending email | [ ] |
| Send cancellation email to [email protected] from your registered email address | As soon as you decide to cancel | [ ] |
| Forward a copy of your sent cancellation email to yourself or save it as PDF | Same day as sending | [ ] |
| Wait for acknowledgment from membership team | 5-10 business days | [ ] |
| If no response, send follow-up email | Day 10 | [ ] |
| Log into Soho House account and verify cancellation status shows "Cancelled" | After confirmation received | [ ] |
| Monitor your bank account for any charges after cancellation date | Every 2-3 days for 30 days | [ ] |
| If unauthorized charge appears, dispute with your bank | Within 90 days of charge | [ ] |
How yafee helps you protect your cancellation rights
Yafee is a specialized contract cancellation resource that helps consumers in Malaysia understand their rights and navigate cancellation procedures for memberships, subscriptions, and service contracts. Yafee maintains an up-to-date database of cancellation methods, consumer protection laws, and escalation routes for hundreds of services, including Soho House.
When you use Yafee's guides, you gain access to verified contact information, step-by-step procedures, and legal frameworks that protect you during cancellation. Yafee's content is written by contract law specialists and updated regularly to reflect changes in company policies and consumer protection law in Malaysia. This ensures you have the most current and accurate information at every stage of your cancellation request.
Yafee also tracks common issues with each service provider, including typical response times, frequent disputes, and escalation requirements. If Soho House fails to respond to your cancellation request or disputes your claim, Yafee guides you to the correct consumer authority (the Ministry of Domestic Trade and Consumer Affairs) and shows you how to lodge a formal complaint.
Cancellation address and contact information for malaysia
Soho House does not operate a physical office in Malaysia. All cancellations for Malaysian members must be processed through the global membership team via email. There is no alternative contact method or physical address in Malaysia.
Email cancellation contact
Email address: [email protected]
Include your membership number or registered email address in the subject line. Expect a response within 5 to 10 business days. If you do not receive a response, send a follow-up email marked "Follow-up" in the subject line, referencing your original cancellation request date.
Escalation contact if Soho House does not respond
If Soho House fails to acknowledge your cancellation request or continues charging after you have cancelled, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). The MDTCA operates a consumer complaint portal and investigates unfair contract terms, failure to provide refunds, and unauthorized charges. You can file a complaint online at the MDTCA website or visit their main office in Putrajaya. Include copies of all cancellation emails and payment statements in your complaint.
You can also dispute the charges with your bank or payment provider using the chargeback process if the charge appears unauthorized after your confirmed cancellation date. Most banks allow chargebacks within 90 days of the transaction.
Summary and next steps
Cancellation of Soho House membership in Malaysia is possible, but it requires email contact with the global membership team and careful documentation. Remember that the membership operates on an annual commitment, so mid-year cancellation may not eliminate the current year's fees. However, you have the right to cancel future renewals and to receive a full refund if you cancel within 10 days of joining and have not yet accessed the service.
Start by gathering your membership information and sending a clear, brief cancellation email to [email protected] from your registered email address. Keep copies of all emails and monitor your account for confirmation. If Soho House does not respond within 10 days, send a follow-up email. If charges appear after your cancellation date, dispute them with your bank or escalate to the Ministry of Domestic Trade and Consumer Affairs.
Yafee has helped thousands of consumers cancel memberships and service contracts, understand their consumer rights, and recover unauthorized charges. Whether you need guidance on contract law, contact information, or escalation procedures, Yafee provides verified, up-to-date information tailored to Malaysian consumers. Visit Yafee today to access complete cancellation guides for Soho House and hundreds of other services, and protect your rights throughout the cancellation process.