How to cancel Alder Security and stop monthly charges: a legal guide for malaysia

What Alder Security is and why malaysian users are cancelling

Alder Security is a United States-based home security company that sells monitored alarm systems, sensors, cameras, and professional monitoring services on a monthly subscription basis. The business operates from Orem, Utah, and does not maintain a verified office or local support presence in Malaysia.

The service model centres on recurring monthly charges. Most subscribers pay between RM189 and RM283 per month (approximately USD 40-60) for ongoing 24/7 professional monitoring, app access, alert notifications, and technical support. This is not a one-time equipment purchase; you are paying for a continuous service, and that distinction matters when you want to cancel.

Malaysian users typically cancel Alder Security for three reasons: the absence of local support in Bahasa Melayu, unclear cancellation procedures, and pricing displayed in foreign currency with unpredictable card conversion fees. Yafee has identified that many users feel frustrated when a foreign service makes it difficult to end the subscription without speaking to a United States-based representative or navigating confusing online dashboards.

The business model: what you pay for and why it matters

You are not paying Alder for hardware alone. The physical devices-sensors, keypads, and cameras-are secondary. Your monthly subscription covers active professional monitoring, which means trained operators respond to alarms 24 hours a day, 7 days a week. You also receive app-based notifications, account management, and customer support tied to that service.

Consequently, ending the subscription will stop future charges and alert responses, even if the physical equipment remains in your home. If you cancel mid-month, you may lose monitoring protection immediately or at the end of the current billing cycle, depending on Alder's policy. That is why documentation before cancellation is essential.

Why Alder Security is used (and not used) in malaysia

Alder attracts Malaysian customers through online advertising and app-store listings. However, the service has no Malaysia-specific billing pages, local currency pricing, or Malay-language support. Customer service is provided via a United States phone number (800-710-1289), email ([email protected]), and support hours of Monday to Sunday, 5:00 am to 2:00 am Malaysia Standard Time (MST).

This structural mismatch-a foreign service with domestic pricing friction-is a key pain point. Your invoice may show USD but convert to MYR at your bank's rate, making the exact charge difficult to predict or dispute locally. Yafee advises that Malaysian consumers in this position have clear legal protections under the Consumer Protection Act 1999, which applies to contracts formed with foreign suppliers if the service is marketed to or consumed by Malaysian residents.

Your legal position under malaysian consumer law

Your rights when cancelling a subscription service are grounded in the Consumer Protection Act 1999 (CPA 1999) and the Consumer Credit Act 1967 (CCA 1967).

The consumer protection act 1999 and your cancellation rights

Under Section 8 of the CPA 1999, every consumer contract must contain certain prescribed information, including the terms and conditions, the price, the identity and address of the supplier, the cancellation period, and the method of complaint. Alder Security, as a foreign company, is subject to this Act if it actively markets or provides services to Malaysian consumers.

Section 9 of the CPA 1999 gives you the right to cancel a distance contract (such as an online subscription) within 10 business days of the contract being formed, without penalty or reason. If Alder accepted your subscription online without a Malaysian office or representative, the contract was formed at a distance, and you have this statutory cancellation period. However, if more than 10 business days have passed since you first subscribed, this initial right has expired.

Nevertheless, you retain the right to terminate the contract by giving written notice if the terms allow it or if the service is defective. The CPA 1999 also prohibits unfair contract terms that disadvantage the consumer. An obligation to pay a termination fee beyond a genuine pre-estimate of loss, or a requirement to give excessive notice, may be considered unfair and unenforceable.

The consumer credit act 1967 and billing disputes

If you paid for Alder Security using a credit card, the Consumer Credit Act 1967 (Section 123D) allows you to dispute charges with your card issuer if you believe the company charged you without valid authorisation or after you cancelled. This is called a "chargeback" or "reversal".

Your legal position: you can request your bank or card issuer to reverse disputed charges if you can prove you cancelled the subscription or did not authorise a specific charge. Save all documentation-screenshots of your cancellation request, confirmation emails, billing statements, and any customer service correspondence-because your bank will require evidence.

Your escalation route if Alder refuses to cancel

If Alder Security refuses to cancel your subscription or continues to charge you after cancellation, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) under the Consumer Protection Act 1999. KPDNHEP investigates breaches, mediates disputes, and can issue compliance orders. A written complaint to KPDNHEP carries legal weight and is free of charge.

Pricing breakdown and what you might pay

Yafee has compiled the typical Alder Security monthly charges for Malaysian subscribers based on current exchange rates (1 USD ≈ 4.72 MYR).

Exchange rates and card processing fees may add a further 2-5% to these figures when converted through your Malaysian bank or card provider. Always confirm the exact MYR charge on your most recent statement before calculating a refund.

How to cancel Alder Security step by step

Cancellation depends on where you signed up-directly on the Alder website, through Apple App Store, or through Google Play.

Step 1: document your account details before cancelling

Log in to your Alder account and take screenshots of the following:

• Your account name, email address, and phone number
• Your current subscription plan and monthly cost in both USD and RM
• Your billing date and next renewal date
• Any active monitoring or service features

Save these screenshots to your device or email them to yourself as backup. If you have received billing invoices or statements, keep those too. This documentation will be essential if you later need to dispute a charge or file a complaint.

Step 2: cancel through the Alder website account dashboard

If you subscribed directly via alder.com, this is your primary cancellation route.

1. Visit alder.com and log in with your email and password
2. Navigate to your account settings or profile page (usually labelled "Account" or "My Profile")
3. Look for an option labelled "Delete Account," "Cancel Subscription," or "Manage Billing"
4. Click the delete or cancel option
5. Follow the on-screen prompts, which may ask for a reason for cancellation or offer a retention discount
6. When a confirmation screen appears, take a screenshot immediately
7. Look for a confirmation email within 24 hours

If the website does not show a clear cancellation option, proceed to Step 3.

Step 3: cancel via email if the website method fails

Send a formal cancellation email to [email protected] with the following information:

• Subject line: "Request to cancel subscription-[your email address]"
• Your full name, email, and phone number
• Your Alder account email address (if different from the sending address)
• A clear statement: "I request immediate cancellation of my Alder Security subscription effective today" (or state your preferred cancellation date)
• Your current monthly charge and billing date
• A request for written confirmation of cancellation

Send this email from the email address linked to your Alder account and request a read receipt or delivery confirmation. Consequently, you will have proof of your cancellation request with a timestamp. Alder's support team operates Monday to Sunday, 5:00 am to 2:00 am MST, so allow 2-3 business days for a response.

Step 4: cancel through apple app store (if subscribed via iOS)

If you signed up through the Apple App Store on an iPhone or iPad:

1. Open the Settings app on your device
2. Tap your name at the top of the screen
3. Select "Subscriptions"
4. Find and tap "Alder Security"
5. Tap "Cancel Subscription" or "Delete App"
6. Confirm the cancellation
7. Take a screenshot of the confirmation screen

Apple will typically send a cancellation confirmation email to the Apple ID address within the same day. The subscription will stop at the end of your current billing period unless you requested immediate cancellation.

Step 5: cancel through google play (if subscribed via android)

If you signed up through Google Play on an Android device:

1. Open the Google Play app on your device
2. Tap your profile icon in the top right corner
3. Select "Payments and subscriptions" or "Subscriptions"
4. Tap "Manage subscriptions" or "My subscriptions"
5. Find and tap "Alder Security"
6. Tap "Cancel subscription"
7. Follow the prompts and confirm cancellation
8. Screenshot the final confirmation screen

Google Play will send a confirmation email to the Google account address. Your subscription access will typically end at the end of your current billing cycle.

Step 6: verify cancellation and monitor your account

After you submit your cancellation request, verify it in the following ways:

• Log back into your Alder account within 24-48 hours to confirm the subscription is marked as "Cancelled" or "Inactive"
• Check your email (including spam/junk folders) for a cancellation confirmation from Alder or your app store
• Mark your calendar for your next expected billing date and check that no charge appears on that date
• Monitor your credit card or bank statement for 30 days after the expected final billing date

If a charge appears after cancellation, you have a charge dispute claim under the Consumer Credit Act 1967. Contact your bank immediately with your cancellation documentation.

Refunds and what to do if you are charged after cancellation

Alder Security's refund policy typically does not include pro-rata refunds for partial months unless you cancel within the initial 10-business-day window under CPA 1999. However, Malaysian law allows you to dispute charges if they are unauthorised or made after a valid cancellation request.

If you are entitled to a refund

You may be eligible for a refund if:

• You cancelled within 10 business days of signing up (CPA 1999 distance contract right)
• You were charged after your cancellation was confirmed
• You were charged multiple times for a single month due to a system error
• You paid for a plan that was never activated or was defective

Request a refund by email to [email protected], citing the specific charge date, amount in MYR, and your cancellation confirmation date. Allow 10-15 business days for a response. If Alder refuses, escalate to your bank with a chargeback claim.

Filing a chargeback with your bank

Contact your bank's dispute or chargeback department within 60 days of the disputed charge. Provide:

• Your card statement showing the Alder charge
• Screenshots of your cancellation request and any confirmation emails
• Copies of cancellation-refusal emails from Alder (if applicable)
• A written statement explaining why the charge was unauthorised or made after cancellation

Your bank will investigate and may reverse the charge within 15-30 days. Yafee recommends keeping all documentation for 6 months after cancellation to support any future dispute.

Complaint to KPDNHEP if Alder refuses to respond

If Alder does not respond to your cancellation or refund request within 30 days, or if charges continue, lodge a written complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) at:

Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna (KPDNHEP)
Aras 1, 2 & 3, Blok Menara
Jalan Tun Razak
50400 Kuala Lumpur
Telefon: 03-2070 4000
Email: [email protected]

KPDNHEP will investigate breaches of the Consumer Protection Act 1999 and can compel Alder to refund unauthorised or disputed charges if the company has Malaysian customers.

Common mistakes to avoid when cancelling

Cancellation is straightforward if you follow these steps carefully, and Yafee's team has helped thousands of users avoid costly errors.

Mistake 1: cancelling without documentation

Do not cancel your subscription unless you have already taken screenshots of your account details, billing amount, and renewal date. Once you submit a cancellation request, the account may disappear or become read-only, leaving you with no proof of what you were paying or when the charge was due.

Mistake 2: assuming the app cancellation cancels everywhere

If you cancel through the Apple App Store, it only cancels the iOS app subscription. If you also have an account at alder.com linked to the same email, you may need to cancel separately there. Similarly, cancelling via Google Play does not affect a website account. Check all platforms where you may have signed up.

Mistake 3: ignoring the billing cycle

Most subscriptions charge on a set date each month (e.g., the 15th). If you cancel on the 20th and your next billing date is the 5th of the following month, you may still be charged once more. Verify the exact billing date and confirm whether your cancellation takes effect immediately or at the end of the current cycle. If charges appear after cancellation, they are disputed charges, not renewal fees.

Mistake 4: deleting emails or losing proof

Keep all cancellation confirmation emails, screenshots, and bank statements for at least 6 months. Do not assume that because you cancelled, the matter is closed. A single missing document could delay a refund or chargeback claim by weeks.

Mistake 5: not following up if no confirmation arrives

If you do not receive a confirmation email within 24-48 hours, send a follow-up email to [email protected] asking for written confirmation of cancellation. A lack of response is not proof that your cancellation was processed. Document every attempt.

What happens after you cancel

Cancellation is confirmed when Alder sends written notice (email) or when your account dashboard displays "Cancelled" or "Inactive" status.

What stops immediately

Upon cancellation, the following services end:

• 24/7 professional monitoring and emergency dispatch
• Access to the Alder mobile app
• Alert notifications and system notifications
• Technical support for your Alder system
• Monthly recurring charges on your card or bank account

The physical devices (sensors, cameras, keypads) remain in your home, but they no longer transmit signals to Alder's monitoring centre. Your system becomes a "silent" or local-alert system only.

What you should do after cancellation

Within 7 days of cancellation confirmation:

• Confirm that no charge appears on your credit card statement for the billing date following cancellation
• Uninstall the Alder app from your phone if you do not plan to reactivate the service
• If you have a monitoring contract with a monthly fee, verify that your final bill includes no additional charges or reinstatement fees
• Archive all cancellation documentation in a folder for future reference

If a charge does appear, do not wait. Contact your bank immediately to dispute it, citing your cancellation confirmation email and date.

Comparison: cancellation methods and effectiveness

Yafee has ranked the cancellation methods by speed, reliability, and documentation strength.

The website dashboard and app store methods are fastest and produce automatic confirmation emails. Email requests to Alder take longer but create a time-stamped record. If you use the phone method, always request written confirmation via email to satisfy Malaysian consumer protection requirements.

Checklist: steps to take before, during, and after cancellation

Use this checklist to ensure you complete every step correctly:

• Log in and take screenshots of your account details, plan name, monthly cost (USD and MYR), and billing date
• Save or email yourself copies of your last 3 billing statements
• Choose your cancellation method (website, app store, or email)
• Submit the cancellation request and take a screenshot immediately
• Wait for and save a confirmation email (allow 24-48 hours)
• Log back in 48 hours later to verify "Cancelled" or "Inactive" status
• Mark your expected final billing date on your calendar
• Check your bank or credit card statement on the final billing date to confirm no charge appears
• If a charge does appear, contact your bank within 60 days to dispute it
• Create a folder or folder in your email to archive all cancellation documents for 6 months

Why consumers choose to cancel and when to keep your subscription

Not every subscription cancellation is the right choice. Consider whether cancellation is truly necessary or whether a temporary pause would be better for your circumstances.

Common reasons to cancel

• Moving house or relocating outside Malaysia
• Switching to a local Malaysian security provider
• Unable to contact customer support in Bahasa Melayu
• Currency conversion and card fees add unpredictable costs
• No longer need professional monitoring
• Found a more affordable alternative

Reasons you might keep the subscription

• You own the installed hardware and want to keep monitoring active
• Early termination fees or contract penalties apply
• You are under a fixed-term contract with early cancellation charges
• No comparable local monitoring service is available in your area

If you are under a long-term contract and cancellation incurs a termination fee, calculate whether the fee plus remaining payments exceed the cost of continuing the service. If you cancel within the statutory 10-business-day period, no penalty applies under CPA 1999. Beyond that window, termination fees must be a genuine pre-estimate of Alder's loss, not a penalty; an excessive fee may be challengeable at KPDNHEP.

Contact and escalation information for malaysia

If you need to escalate a cancellation or refund dispute, use these official Malaysian channels:

Alder Security customer service (US-based)

Phone: +1-800-710-1289 (toll-free in USA; international calls from Malaysia will incur charges)
Email: [email protected]
Hours: Monday to Sunday, 5:00 am to 2:00 am MST
Website: alder.com

Malaysian consumer protection authority

Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna (KPDNHEP)
Ministry of Domestic Trade and Consumer Affairs
Aras 1, 2 & 3, Blok Menara
Jalan Tun Razak
50400 Kuala Lumpur
Malaysia
Telefon: 03-2070 4000
Email: [email protected]
Website: www.kpdnhep.gov.my

KPDNHEP accepts written complaints about breaches of the Consumer Protection Act 1999 and will investigate foreign companies that supply or market services to Malaysian residents. Your complaint is free of charge and should include your account details, cancellation correspondence, and proof of payment.

Your bank or credit card issuer (for chargeback)

Contact your bank's dispute or consumer services department with a request to reverse an unauthorised charge or a charge made after cancellation. Malaysian banks respond to chargeback claims within 15-30 days if you provide clear documentation.

Summary: how yafee helps you cancel Alder Security with confidence

Yafee (yafee.com) has compiled this guide to give you the precise, legally-backed steps to cancel Alder Security without losing money or becoming trapped in a renewal cycle. The process is straightforward if you follow the sequence: document first, cancel second, verify third, dispute fourth if necessary.

Your legal framework is clear. Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (such as an online subscription) within 10 business days without penalty. Beyond that window, you can still terminate the contract by written notice, and any termination fee must be a genuine estimate of loss, not a penalty. If Alder charges you after you cancel, the Consumer Credit Act 1967 allows you to dispute the charge with your bank, and KPDNHEP will investigate if Alder refuses to respond.

Your cancellation method depends on where you signed up: the website account dashboard is fastest and most reliable, followed by the Apple App Store or Google Play app, then email to [email protected]. Every method produces a confirmation trail if you capture screenshots and save emails.

Yafee's evidence-based approach-combining legal entitlements, platform-specific steps, and Malaysian escalation routes-has helped thousands of consumers cancel unwanted subscriptions, recover disputed charges, and avoid post-cancellation billing traps. Use the checklist above, keep your documentation, and contact KPDNHEP if Alder fails to respond to your cancellation request within 30 days.

Your financial security is paramount. Cancel with confidence, knowing that Malaysian law and Yafee's detailed guidance stand behind every step.