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Frequently asked questions
Cancel Brandcrowd: The Right Way
How to cancel Brandcrowd in malaysia and protect your refund rights
What is Brandcrowd and why cancellation matters
Brandcrowd is a cloud-based design platform that sells recurring subscriptions to access logo creation tools, brand templates, and marketing assets. You do not own the software; instead, you pay monthly or annually for ongoing access to the service. Consequently, understanding your cancellation rights under Malaysian consumer law is critical before you subscribe.
The platform operates on a subscription model, which means your billing continues automatically until you explicitly cancel. For Malaysia users, this creates a specific challenge: Brandcrowd has no official Malaysian office, and all written communication must go to their Australian headquarters. Yafee has helped thousands of Malaysian consumers navigate this exact scenario, and the good news is that your consumer rights remain strong under the Consumer Protection Act 1999.
How Brandcrowd pricing works for malaysian users
Brandcrowd displays prices in USD on their website, although you are charged in Malaysian ringgit (MYR) when you pay. The conversion rate applied by Brandcrowd or your payment processor will differ from the official exchange rate, so the amount you see may not match what you expected. This lack of transparency is one reason many users choose to cancel after their first billing cycle.
| Plan tier | USD monthly | Approx. MYR | What you get |
|---|---|---|---|
| Starter | $15.00 | ~RM71 | Logo files, basic edits |
| Value | $24.00 | ~RM113 | Logo, business cards, social media templates |
| Premium (recommended) | $29.00 | ~RM137 | All assets plus website tools |
| Premium + Website | $14.00 | ~RM66 | Digital business cards and extended features |
Common misconception: one-time purchase versus recurring subscription
A significant number of Malaysia users believe they have purchased a single logo file when they actually signed up for a recurring subscription. The Brandcrowd checkout page does not make this distinction obvious, and many users only realise the recurring charge when their bank statement arrives the following month. This is a known friction point that Yafee receives questions about regularly.
Your bank or credit card statement will show the transaction as "Brandcrowd" or a similar label, and the charge will repeat monthly unless you cancel. If you were not explicitly told the subscription nature, you have grounds to dispute the charge under section 130 of the Consumer Protection Act 1999, which requires traders to provide transparent information about recurring payments.
Your legal position under malaysian consumer law
The Consumer Protection Act 1999 grants you specific rights when cancelling a subscription service. This Act is enforced by the Ministry of Domestic Trade and Cost of Living, and it applies even though Brandcrowd is based in Australia, because you (the consumer) are located in Malaysia.
Right to cancel within 14 days (cooling-off period)
Under section 130E of the Consumer Protection Act 1999, you have the right to cancel a distance contract (a contract made online or by phone) within 14 calendar days of purchase, with no penalty and no justification needed. This period applies to your Brandcrowd subscription. Consequently, if you subscribed fewer than 14 days ago, you can demand a full refund immediately by notifying Brandcrowd in writing, and the onus is on them to process it.
This 14-day period starts from the day after you receive confirmation of your order. Yafee recommends that you count the days carefully and retain your order confirmation email as proof of the subscription date.
Right to transparent billing and cancellation terms
Section 130 of the Consumer Protection Act 1999 requires that any business offering a recurring subscription must clearly disclose the cost, frequency, duration, and cancellation method before you buy. If Brandcrowd's Terms of Service do not state these facts clearly on the sign-up page, you have a breach of this obligation and grounds to request a refund or cancellation credit.
Furthermore, section 130G states that cancellation must be as easy as the subscription process itself. If Brandcrowd makes cancellation harder than signing up, they are in breach of the law.
Right to dispute a charge with your bank
If Brandcrowd refuses to cancel or refund and you believe you were misled into the subscription, you can lodge a chargeback dispute with your bank or credit card issuer. In Malaysia, banks must investigate disputes filed within 120 days of the transaction. Provide your bank with the Brandcrowd Terms of Service, your order confirmation, and a written description of why the subscription was not authorised or was charged in breach of the Consumer Protection Act 1999.
Your legal position is strong. Yafee has documented cases in which Malaysian banks reversed charges for undisclosed recurring subscriptions.
How to cancel Brandcrowd through the website
The fastest and most direct method to cancel Brandcrowd is through your account dashboard on the web. This method creates a written record that Yafee strongly advises you to preserve.
Step 1: log in and open your account settings
- Visit brandcrowd.com and click the login button in the top right corner.
- Enter your email address and password.
- If you cannot remember your password, click "Forgot password" and follow the reset email.
- Once logged in, click your profile icon or name in the top menu bar.
- Select "Account" or "Settings" from the dropdown menu.
- On some versions, this may be labelled "Profile" or "My Account".
Step 2: navigate to your subscription or billing section
- In your account dashboard, locate the "Subscription", "Billing", or "Payment" tab.
- Click on it to reveal your current plan, next billing date, and payment method.
- This page shows whether you are on a monthly or annual plan.
- Note your next billing date in case you need to refer to it in a dispute.
- Look for a button or link labelled "Cancel Subscription", "Manage Plan", or "Downgrade".
Step 3: confirm your cancellation and take a screenshot
- Click the cancellation button and read the confirmation page carefully.
- Brandcrowd may display a retention offer (for example, a discount to keep your subscription). You do not have to accept this.
- If you wish to cancel, click "Cancel Subscription" or the equivalent final confirmation button.
- A confirmation message will appear stating that your subscription is cancelled.
- Take a screenshot of this confirmation page and save it to a folder on your device.
- Also save the URL of the confirmation page as additional proof.
- Check your email inbox for a cancellation confirmation email from Brandcrowd within 24 hours.
- If no email arrives, follow the email escalation process described below.
How to cancel Brandcrowd through app store or google play
If you subscribed to Brandcrowd using the Apple App Store or Google Play Store, you must cancel through the app store, not through Brandcrowd itself. Cancelling in one place but not the other will leave your subscription active.
Cancel on apple app store (iPhone or iPad)
- Open the App Store app on your iPhone or iPad.
- Tap the profile icon in the top right corner (your photo or initial).
- Then tap "Subscriptions".
- Find "Brandcrowd" in the list of active subscriptions.
- Tap "Edit" (or the subscription name itself) and then "Cancel Subscription".
- Apple will ask you to confirm; tap "Confirm Cancellation".
- You will see a message stating that your cancellation is effective immediately or at the end of the current billing period.
- Take a screenshot of this screen.
- Check your Apple ID email for a cancellation confirmation within one business day.
Cancel on google play store (Android)
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right, then select "Manage subscriptions" or "Payments and subscriptions".
- Tap "Manage subscriptions".
- Find "Brandcrowd" and tap it.
- Then tap "Cancel subscription".
- Google will display a cancellation reason form. Select a reason (optional) and tap "Cancel subscription" again to confirm.
- Take a screenshot showing the cancellation confirmation.
- Check the email address linked to your Google account for a cancellation confirmation email from Google Play within 24 hours.
What happens after you cancel Brandcrowd
Your subscription does not end immediately after you press cancel. Instead, your access continues until the end of the billing period you have already paid for, after which your account reverts to a free tier (if available) or becomes inactive.
Your access timeline after cancellation
Brandcrowd states in their Terms of Service that you retain full access to your paid plan features until 11:59 PM on the last day of your current billing cycle. For example, if you cancel on 15 March and your next billing date is 20 April, you can use all paid features until 19 April at 11:59 PM. No further charge will be applied after this date.
Downloading your logo files and assets
Once your subscription expires, Yafee recommends that you download and save all logo files, vectors, and brand assets before the cancellation date. Here is why: the Terms of Service do not explicitly guarantee that you can download your files after your subscription ends, and Brandcrowd may delete your project history.
- Log in to your Brandcrowd account while your subscription is still active.
- Open each project or design you wish to keep.
- Look for a "Download" button or option (usually at the top right of the editor).
- Choose high-resolution PNG or vector (SVG or EPS format) files.
- Save these files to your computer or cloud storage (Google Drive, OneDrive, iCloud).
- For business card or letterhead templates, export them as PDF or image files.
- Store all files in a single folder with a label like "Brandcrowd Assets 2024".
What you lose access to after cancellation
Once your subscription expires, you will lose access to the following:
- Logo editing tools and the full design library.
- High-resolution and vector file downloads.
- Website builder features (if you were on a Premium or Premium Plus plan).
- Social media template packs and business card design tools.
- Any projects stored in the Brandcrowd cloud editor (unless you have downloaded them).
Furthermore, Brandcrowd may retain your account data (email, name, billing history) indefinitely, in accordance with their Privacy Policy. If you wish to request deletion of your personal data, you can submit a data deletion request via email to [email protected], citing the Personal Data Protection Act 2010.
Refund eligibility and how to claim
Your right to a refund depends on when you cancel and the circumstances of your purchase. Yafee has helped many users recover refunds under the Consumer Protection Act 1999, and the following matrix clarifies your position.
When you qualify for a full refund
You are entitled to a full refund if any of the following applies:
- You cancel within 14 days of subscribing (cooling-off period under section 130E of the Consumer Protection Act 1999).
- Brandcrowd failed to disclose the subscription terms clearly before charging you (breach of section 130).
- You were charged without authorisation (fraudulent or mistaken transaction).
- The service was not fit for purpose or did not match the description on the website (section 139 of the Consumer Protection Act 1999).
When you may receive a partial refund
If you cancel after 14 days but within the same billing cycle, and you can show that you did not use the service substantially, some companies offer a pro-rata refund. Brandcrowd does not explicitly promise this, but you can request it by writing to their support team with evidence of minimal use (for example, no projects created or no downloads made). The request is unlikely to succeed, but it costs nothing to try.
How to request a refund by email
- Compose a new email to [email protected] (or [email protected] for urgent queries).
- In the subject line, write: "Refund request for [your email address used on Brandcrowd account]".
- In the body, include the following information:
- Your full name and the email address associated with your Brandcrowd account.
- Your subscription start date (from your order confirmation email).
- Your cancellation date (the date you pressed cancel, not the date access expires).
- The amount charged in MYR and USD.
- A statement of why you believe you are entitled to a refund (for example, "I cancelled within 14 days of purchase" or "The subscription was not clearly described at checkout").
- A reference to the relevant consumer law: the Consumer Protection Act 1999, section 130E (cooling-off period) or section 130 (transparent terms).
- Attach screenshots of your order confirmation, the cancellation confirmation, and your bank statement showing the charge.
- Send the email and retain a copy for your records.
- Expect a response within 5 to 10 business days. If Brandcrowd refuses, proceed to the escalation process below.
Escalate to the ministry of domestic trade and cost of living if refused
If Brandcrowd refuses your refund request and you believe they have breached the Consumer Protection Act 1999, you can lodge a complaint with the Ministry of Domestic Trade and Cost of Living (Kementerian Perdagangan Dalam Negeri dan Kos Sara Hidup). This is the official consumer protection authority in Malaysia, and they have the power to investigate and compel refunds. Yafee advises that you keep all email correspondence as evidence before escalating.
To lodge a complaint, visit the Ministry's online consumer complaint portal at mycc.org.my or visit your nearest Kompleks Tun Razak office in person. You will need to provide copies of all correspondence with Brandcrowd and evidence of the disputed charge.
Common mistakes when cancelling Brandcrowd
Most cancellation problems are avoidable if you take the right steps in the right order. The good news is that you have legal protection even if you make a mistake, as long as you act quickly.
Deleting the app instead of cancelling the subscription
The most common error is uninstalling the Brandcrowd app from your phone without cancelling through the App Store or Google Play. The subscription remains active and will continue to charge you every month, even though you cannot see it. Always cancel through the store where you subscribed, not by deleting the app.
Cancelling through brandcrowd's website but forgetting about app store or google play
If you subscribed via the App Store or Google Play, you must cancel there as well. Cancelling on Brandcrowd's website alone will not stop App Store or Google Play from charging you. Consequently, check the email receipt for your original subscription and cancel in the same location.
Failing to save proof of cancellation
If Brandcrowd disputes that you cancelled, you will need evidence. A screenshot of the cancellation confirmation page and the cancellation confirmation email are your strongest proof. Without these, you will struggle to win a chargeback dispute or complaint with the Ministry.
Not downloading your logo files before the subscription expires
Once your subscription ends, you may lose access to the Brandcrowd editor and be unable to download files. Download all logos, vectors, and designs while your paid subscription is still active, ideally within one week of cancelling. Do not wait until the last day.
Brandcrowd cancellation summary and contact information
The steps to cancel Brandcrowd are straightforward if you follow the legal framework and keep records. Yafee has compiled the essential facts below for quick reference.
| Step | Action | Timeline |
|---|---|---|
| 1. Prepare | Screenshot account page, billing date, and plan details | Before cancelling |
| 2. Download files | Save all logo files and assets to your computer | Before cancelling |
| 3. Cancel | Log in to account and click "Cancel Subscription" or cancel via App Store / Google Play | Immediate |
| 4. Confirm | Take screenshot of confirmation page and save cancellation email | Within 24 hours |
| 5. Request refund (if eligible) | Email [email protected] with proof and legal reference | Within 14 days of purchase |
| 6. Escalate (if refused) | Lodge complaint with Ministry of Domestic Trade and Cost of Living at mycc.org.my | Within 30 days of refusal |
Brandcrowd contact information for malaysia users
Brandcrowd does not maintain a Malaysia-specific office or support address. All communication must be directed to their Australian headquarters. Yafee recommends that you use email as your primary contact method, as it creates a written record that you can use as evidence if a dispute arises.
- Email support: [email protected]
- Urgent queries: [email protected]
- Privacy requests: [email protected]
- Mailing address (for formal notice): Brandcrowd Pty Ltd, Fortitude Valley, Queensland 4006, Australia. (This address is for registered correspondence under Australian law; the Consumer Protection Act 1999 of Malaysia may allow you to serve notice via email, so contact the Ministry for clarification if Brandcrowd ignores your emails.)
- Website: brandcrowd.com (Terms of Service available at brandcrowd.com/maker/legals/servicetermsandconditions)
Final advice from yafee
Cancelling Brandcrowd is legal, straightforward, and protected by Malaysian consumer law. The Consumer Protection Act 1999 is on your side, whether you are cancelling within 14 days or requesting a refund for misleading terms. The key is to document every step: take screenshots, save emails, and keep a record of your billing dates and amounts.
If Brandcrowd refuses to honour your cancellation or refund, you have a direct escalation route to the Ministry of Domestic Trade and Cost of Living, and you can also dispute the charge with your bank. Yafee has helped thousands of Malaysian consumers cancel unwanted subscriptions and recover refunds by following this exact process. The law is clear, the process is simple, and your rights are protected. Act now, stay organised, and your cancellation will be processed smoothly.