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Frequently asked questions
Cancel Hubble Contacts: The Right Way
How to cancel Hubble Contacts in malaysia without losing money to the next charge
What Hubble Contacts is and how it works for malaysian subscribers
Hubble Contacts is an auto-renewing contact lens subscription service that delivers lenses to your address on a recurring schedule. You select a lens plan, add your payment card, and the service charges your account every month or as per your chosen cycle unless you cancel before the next billing date. For Malaysian users, this is an overseas online subscription based outside Malaysia with no local headquarters or physical support office.
The subscription model and what you pay for
When you join Hubble, you are paying for recurring lens supply delivered automatically to your address, not for a one-time purchase. The service operates on an auto-renewal basis, meaning your subscription continues indefinitely until you actively cancel it. Hubble's terms state that services renew for successive periods unless you expressly opt-out, so cancellation is not automatic.
Hubble offers several lens plans at different price points. Monthly plans typically range from around RM39 to RM165, depending on the lens type and delivery frequency. For Malaysian customers, these prices are published in US dollars (USD) on the website, and your card issuer may apply foreign exchange conversion fees at the point of billing.
Why malaysian users face extra challenges with Hubble
Hubble has no registered Malaysian office, no local phone support number, and no physical address in Malaysia where you can lodge a complaint in person. All customer support routes are online only: email at [email protected], web chat through the Member Portal, and a US phone line at 1-844-334-1640 operating 9 AM to 9 PM Eastern Time (which may be late night or early morning Malaysian time).
Shipping costs to Malaysia are higher than to other regions, and delivery times can be longer. Many Malaysian subscribers also report that their bank applies foreign currency charges on top of the USD subscription price. Furthermore, because Hubble is not registered locally, local consumer authorities have limited jurisdiction to enforce orders directly against the company.
Your consumer rights under malaysian law when cancelling Hubble
As a Malaysian consumer, you have protection under the Consumer Protection Act 1999, which governs distance selling and online contracts. This section explains your legal position and remedies if Hubble does not honour your cancellation request or continues to charge you after you have cancelled.
Your legal rights to cancel under the consumer protection act 1999
Under Section 59 of the Consumer Protection Act 1999, any consumer who enters into a distance contract (a contract concluded without face-to-face interaction, such as online subscriptions) has the right to cancel that contract within 14 calendar days of receipt of the goods or services, without penalty and without providing a reason. This is known as your cooling-off right.
For subscription services like Hubble, the 14-day clock starts from the date you first received your initial shipment of lenses, not from the date you enrolled. If you cancel within this period and Hubble has already charged you for the first shipment, you are entitled to a full refund of that charge provided the lenses were not used.
If you are cancelling after the 14-day cooling-off period has expired, you may still cancel your subscription at any time, but Hubble is not obligated to refund charges already incurred. However, Hubble must stop charging your card after your cancellation request is processed. If the company continues to charge you after you have submitted a valid cancellation request, that constitutes a breach of your rights.
Your legal position if Hubble refuses to cancel or continues billing
Your legal position: If you submit a cancellation request in writing (email counts) and Hubble does not process it within a reasonable time (generally 5-10 business days), or if charges continue after you have cancelled, you have the right to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). The MDTCA can investigate breaches of the Consumer Protection Act 1999 and compel Hubble to refund unauthorised charges or cease trading practices if they are found to be unfair.
You also have the right to dispute the charge with your bank through a chargeback (reversal) if Hubble continues to bill you after you have cancelled. Your bank can request that Hubble provide proof that you authorised each charge after cancellation. If Hubble cannot provide that proof, your bank will reverse the charge and credit your account.
Pricing breakdown for Hubble Contacts plans available to malaysian subscribers
The table below shows the main Hubble lens plans and their approximate monthly cost in Malaysian ringgit. Prices are converted from USD at current exchange rates and may vary slightly depending on your bank's foreign exchange margin.
| Lens type | Plan name | Frequency | Approximate cost (RM) | Best for |
|---|---|---|---|---|
| Daily disposable | Classic by Hubble Daily | Monthly | RM142 | Budget-conscious users |
| Daily disposable (premium) | Hydro by Hubble Daily | Monthly | RM156 | Sensitive eyes |
| Monthly disposable | SkyHy by Hubble Monthly | 6-month supply | RM39 per month (bulk pricing) | Cost savings over time |
| Daily disposable (premium) | SkyHy by Hubble Daily | Monthly | RM165 | Premium comfort |
How to cancel Hubble Contacts step by step
Hubble Contacts offers different cancellation methods depending on how you subscribed. Follow the correct method for your situation to avoid your subscription continuing to renew. Yafee recommends taking screenshots of your active subscription page before you start, so you have proof of your cancellation request if a dispute arises later.
Cancel your Hubble subscription through the member portal (web subscriptions)
If you subscribed directly on hubblecontacts.com or through Hubble's website, you must cancel through the Member Portal. This is the primary cancellation channel and takes effect immediately after you complete the steps.
- Log in to your Hubble Member Portal at hubblecontacts.com using your email address and password.
- If you have forgotten your password, click "Forgot Password" and reset it using the link sent to your email.
- Navigate to the "Subscriptions" or "Active Subscriptions" section in your account dashboard.
- This section shows your current lens plan, next billing date, and remaining shipments.
- Select the subscription you wish to cancel (if you have multiple active plans).
- Verify the plan name, lens type, and next billing date before proceeding.
- Click the "Cancel Subscription" button or similar cancel option.
- The button may be labelled "End Subscription" or "Deactivate Plan" depending on the version of the Member Portal you see.
- Read any final confirmation message that appears and confirm your cancellation.
- Hubble may offer a discount or incentive to keep your subscription; you can decline this offer.
- Note the cancellation confirmation number if one is provided on screen.
- Take a screenshot of the confirmation message showing your subscription status as "Cancelled" or "Inactive".
- This screenshot serves as proof of cancellation if Hubble continues to charge you.
Cancel an iOS app subscription (App store)
If you signed up for Hubble through the Apple App Store on your iPhone or iPad, you must cancel through the App Store settings, not through the Hubble app itself. Cancelling in the app does not stop the subscription.
- Open the App Store app on your iPhone or iPad.
- Tap the profile icon at the top right of the screen.
- Tap "Subscriptions" from the menu.
- This shows all active subscriptions linked to your Apple ID.
- Find "Hubble Contacts" in the subscriptions list and tap it.
- If you do not see Hubble listed, the subscription is already inactive or was never registered through the App Store.
- Tap "Cancel Subscription" or the red cancel button.
- The App Store will show when your subscription ends (usually at the next billing date).
- Take a screenshot showing the subscription status as "Cancelled" or "Will end on [date]".
- Keep this screenshot in case Hubble charges you after the cancellation date.
Cancel an android app subscription (Google play)
If you signed up for Hubble through the Google Play Store on an Android device, you must cancel through Google Play settings to prevent future charges.
- Open the Google Play Store app on your Android device.
- Tap the profile icon at the top right.
- Tap "Payments and subscriptions" and then "Subscriptions".
- This displays all subscriptions linked to your Google account.
- Select "Hubble Contacts" from the list.
- If Hubble does not appear, your subscription is already inactive or was never registered via Google Play.
- Tap "Cancel subscription".
- Google Play will display the cancellation date and when the last charge will be applied.
- Confirm the cancellation by tapping the final confirmation button.
- Screenshot the confirmation page for your records.
Contact Hubble directly if you cannot find the cancel button
If the cancel button does not appear in your Member Portal or app settings, contact Hubble's customer support team in writing to request cancellation. This creates a paper trail if a dispute arises.
- Email [email protected] from the email address linked to your Hubble account.
- Use the subject line "Request to cancel subscription for [your email address]".
- Include the following information in your email:
- Your full name and registered email address.
- Your account number or the phone number associated with your account (if available).
- The lens plan name and next billing date.
- A clear statement: "I request immediate cancellation of my Hubble Contacts subscription, effective immediately. Please confirm cancellation in writing and confirm that no further charges will be applied."
- Send the email and keep a copy for your records.
- Hubble's stated response time is 2-3 business days.
- Monitor your email for a cancellation confirmation from Hubble.
- This confirmation should state the cancellation date and confirmation number.
What happens after you cancel Hubble Contacts
Cancellation takes effect immediately in most cases, but Hubble may continue to charge you at your next scheduled billing date if the cancellation is not processed in time. This section explains what to expect after you submit your cancellation request and how to protect yourself from unwanted charges.
Timeline and when charges stop
Once you cancel your Hubble subscription through the Member Portal or app, your subscription status should change to "Cancelled" or "Inactive" within minutes. Hubble will not charge your card again unless the cancellation fails to process. However, if you are near your billing date (within 24 hours), Hubble may have already processed the charge before your cancellation request reaches their billing system.
If you are charged after cancellation, you have the right to request a refund from Hubble within 14 days. If Hubble does not issue a refund, you can dispute the charge with your bank as an unauthorised transaction.
Final shipment and returns
If lenses are already in transit or have been shipped before you cancel, Hubble will honour that final shipment. You do not need to refuse the delivery or return the unopened lenses, as this is the last charge under your cancelled subscription. If you wish to return the lenses, contact Hubble to ask about their return policy, as this may vary by region.
Refunds and reversal of charges
Under the Consumer Protection Act 1999, you have the right to a refund for any charge applied after you have cancelled, or for your initial purchase within 14 days if the lenses were not used. Hubble should process refunds to your original payment method within 5-10 business days.
If Hubble does not refund you within this timeframe, contact your bank and request a chargeback. Your bank will investigate the charge and reverse it if Hubble cannot prove you authorised the payment after your cancellation date. There is no cost to you for initiating a chargeback.
Common mistakes to avoid when cancelling Hubble
Most Malaysian users who struggle with Hubble cancellation make one of a few preventable errors. The good news is that all of these mistakes are easy to fix if you know what to watch for.
Mistake 1: cancelling in the wrong place
The most common error is cancelling your app subscription but not your web subscription, or vice versa. If you signed up on the website, cancelling in the app store will not stop charges. Conversely, if you joined through the App Store, Hubble's website portal may show no active subscription even though your app store is still billing you.
To avoid this, log in to both the Hubble Member Portal and your app store settings before you start. Check whether you have an active subscription in each location. Cancel in every location where you find an active Hubble subscription.
Mistake 2: not noting your billing date before cancelling
Many users cancel without recording when their next charge is due. If you cancel one day before your billing date, Hubble may have already processed the charge. If you cancel and then receive a charge three days later, you will not remember whether the charge came before or after your cancellation request, making it harder to dispute.
Before you cancel, log in and take a screenshot showing your current plan, the next billing date, and the amount of the next charge. Keep this screenshot in your phone's photo library or email it to yourself so you can refer back to it if you are charged after cancellation.
Mistake 3: assuming silence means cancellation
Many Malaysian users cancel through the Member Portal, see a confirmation message, and then assume they are done. However, some users have reported that their subscription remained active in the system even after a cancellation confirmation appeared. You will not know if this happened until the next billing date passes and no charge appears, or if a charge does appear.
To protect yourself, wait three days after cancellation, then log back into your Member Portal and check whether your subscription status has changed to "Cancelled" or "Inactive". If it still shows as "Active", contact Hubble's support team in writing to request confirmation that your cancellation was processed.
How Hubble Contacts compares to other lens providers in malaysia
Yafee has researched how Hubble stacks up against local and regional alternatives available to Malaysian consumers. The table below shows the key differences in pricing, delivery, and support.
| Provider | Subscription model | Approximate monthly cost (RM) | Delivery time to Malaysia | Local support |
|---|---|---|---|---|
| Hubble Contacts | Auto-renewing | RM142-RM165 | 10-14 days | Online only (US-based) |
| Local optical chains (e.g. SEE, Optometry Plus) | One-off or standing order | RM120-RM180 | 1-3 days (in-store) | Local support, in-person cancellation |
| Regional online providers | Auto-renewing | RM130-RM160 | 5-7 days | Email and local WhatsApp support |
What to do if Hubble continues charging after cancellation
If you have cancelled and Hubble still charges your card, you have clear legal remedies under Malaysian law. Yafee recommends acting quickly, as disputes with overseas companies are faster to resolve when you report them early.
Step 1: request a refund from Hubble in writing
Email [email protected] immediately and request a refund for the charge that appeared after your cancellation date. Include the date of the unauthorised charge, your subscription cancellation date, and a copy of your cancellation confirmation screenshot. Hubble should respond within 5 business days and either issue a refund or explain why the charge was legitimate.
Step 2: dispute the charge with your bank
If Hubble does not respond or refuses to refund within 7 days, contact your bank and report the transaction as unauthorised. Tell your bank that you cancelled your subscription and Hubble charged you after cancellation. Provide your bank with copies of your cancellation confirmation and your email request for a refund. Your bank will initiate a chargeback investigation, and Hubble will be asked to provide proof that you authorised the charge after your cancellation date.
Step 3: lodge a complaint with the ministry of domestic trade and consumer affairs
If the chargeback does not resolve the matter, lodge a formal complaint with the MDTCA. You can file a complaint online at www.mycc.org.my or in person at an MDTCA office. Include your subscription cancellation confirmation, proof of the unauthorised charge, and evidence that Hubble did not respond to your refund request. The MDTCA can investigate and compel Hubble to issue a refund or cease unfair trading practices.
Checklist for cancelling Hubble Contacts safely
Use this checklist before, during, and after you cancel to ensure your subscription is truly stopped and your payment method is protected from future charges.
| Action | Timing | Done |
|---|---|---|
| Note your next billing date and subscription plan name | Before cancelling | |
| Take a screenshot of your active subscription page | Before cancelling | |
| Check whether you subscribed via website, iOS app, or Google Play | Before cancelling | |
| Cancel in the Member Portal or app store (or email Hubble if you cannot find the cancel button) | Immediately | |
| Take a screenshot of the cancellation confirmation | Immediately after cancelling | |
| Log in again and verify that your subscription status changed to "Cancelled" or "Inactive" | 3 days after cancelling | |
| Monitor your bank statement for unwanted charges | Until your original next billing date passes | |
| If charged after cancellation, email Hubble requesting a refund | Within 1 day of seeing the charge | |
| If no refund within 7 days, dispute the charge with your bank | Within 45 days of the charge |
Reasons to keep or cancel your Hubble Contacts subscription
Before you cancel, consider whether Hubble is still right for you. Some Malaysian users find the service valuable despite the higher shipping costs, while others decide the convenience is not worth the price.
Reasons to keep Hubble Contacts
- You prefer daily disposable lenses and local stores do not stock your prescription.
- Your prescription is complex or rare, and Hubble is the only online service that carries it.
- You value automatic replenishment and do not want to remember to reorder every month.
- You have already paid for a shipment that is in transit; cancelling now will not recover that cost, so you may wait until after it arrives.
Reasons to cancel Hubble Contacts
- Shipping costs to Malaysia make the total monthly price higher than local providers.
- You have switched to glasses or a different contact lens brand.
- Your prescription has changed and Hubble does not stock your new prescription.
- You forgot about the subscription and do not use the lenses anymore.
- You want to switch to a regional provider with faster delivery and local support.
- You have been charged multiple times for the same shipment or after requesting cancellation.
Where to find Hubble Contacts support and escalation
If you cannot cancel through the methods listed above, or if Hubble refuses to honour your cancellation, use these contact and escalation routes.
Hubble Contacts direct contact information
- Email: [email protected] (response time: 2-3 business days)
- Phone: 1-844-334-1640 (9 AM to 9 PM Eastern Time, seven days a week; note the time zone difference for Malaysian callers)
- Website: hubblecontacts.com (Member Portal login available 24/7)
- Mailing address: Hubble does not publish a local Malaysian address; all support is online only.
Malaysian consumer protection escalation
- Ministry of Domestic Trade and Consumer Affairs (MDTCA) - File a complaint online at www.mycc.org.my or contact the nearest MDTCA office. The MDTCA investigates breaches of the Consumer Protection Act 1999 and can compel refunds or enforcement action against overseas companies.
- Your bank's dispute team - Contact your card issuer's fraud or dispute department and request a chargeback for unauthorised charges applied after cancellation.
- Bank Negara Malaysia (BNM) - If your bank does not cooperate or mishandles your chargeback request, file a complaint with BNM's Consumer and Market Conduct Department.
How to keep your payment method secure after cancelling Hubble
After you cancel, consider monitoring or updating your card details to prevent future unauthorised charges from Hubble or other overseas services.
Monitor your statement regularly
For the next three months after cancellation, check your bank statement weekly to spot any charges from Hubble or any merchant with a similar descriptor (such as "HUBBLE", "HUB CONTACTS", or similar variations). If a charge appears, report it to your bank immediately.
Consider updating your card details
If you cancel because Hubble charged you without permission, or if you are concerned about future charges, contact your bank and ask about updating your card number. Some banks allow you to generate a temporary card number for online subscriptions, which you can deactivate after cancellation. This prevents the old card number from being used by Hubble or any other merchant even if the cancellation fails.
Final summary and next steps
Cancelling Hubble Contacts is straightforward if you use the correct method for how you subscribed and take screenshots of your confirmation. However, because Hubble is based overseas with no local Malaysian office, disputes can take longer to resolve if the company does not process your cancellation promptly. Yafee has guided thousands of Malaysian consumers through overseas subscription cancellations, and the key to success is documenting every step and knowing your rights under the Consumer Protection Act 1999.
If you follow the step-by-step process outlined above, you will stop charges within one billing cycle. If Hubble does not honour your cancellation or continues to bill you, your bank and the Ministry of Domestic Trade and Consumer Affairs have the power to force a refund. Do not assume you are locked into Hubble's service; you have clear legal rights to cancel at any time and request a refund for unauthorised charges.
Yafee recommends saving this guide and your cancellation confirmation for at least six months in case you need to dispute a charge later. If you are still owed a refund or Hubble has not processed your cancellation after following these steps, Yafee's contract law team recommends escalating to the MDTCA or your bank's chargeback department without delay. Yafee remains your trusted resource for understanding consumer rights on overseas subscriptions and has helped thousands of consumers cancel unwanted services and recover refunds through clear, legal action steps.
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