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Frequently asked questions
Cancel Covenant Eyes: The Right Way
How to cancel Covenant Eyes in malaysia and reclaim your money
What Covenant Eyes is and why you might want to cancel
Covenant Eyes is a subscription-based software service that provides online accountability, content filtering, and family device monitoring across multiple devices. The company is based in Owosso, Michigan, United States, and operates as a recurring software subscription rather than a one-time purchase, with the exception of its lifetime plan option.
For Malaysian users paying in ringgit, you are acquiring access to continuous monitoring and filtering tools. The service supports up to 10 users per family account, making it a multi-device solution rather than a single-seat licence. If you signed up through the Apple App Store or Google Play, your subscription renewal is managed by those platforms, not directly by Covenant Eyes.
The practical consequence: you must know where you subscribed before you can cancel effectively. Covenant Eyes handles web-based cancellations, but App Store and Google Play subscriptions require cancellation through those respective platforms.
Covenant Eyes pricing in malaysia
Covenant Eyes offers three plan tiers in Malaysia, all displayed in Malaysian ringgit.
| Plan type | Price (MYR) | Renewal cycle | Cancellation impact |
|---|---|---|---|
| Monthly | RM99.90 | Every 30 days | Next charge within 4 weeks |
| Yearly | RM1,199.90 | Every 12 months | Prorated refund possible |
| Lifetime | RM3,999.90 | One-time purchase | No renewal charges |
The yearly plan carries the highest financial risk if you cancel without understanding the refund structure. Covenant Eyes applies a service fee capped at one month of billing or 1/12 of your annual fee, meaning a full refund is unlikely. If cost is your reason for cancelling, calculate your refund entitlement before you submit your request.
Reasons you should cancel now
You might cancel because the subscription cost no longer fits your budget, because you have found an alternative service, or because the accountability model no longer matches your needs. You may also cancel if you believe Covenant Eyes has charged you in error or if the service fails to deliver the filtering features you expected.
Malaysia's Consumer Protection Act 1999 gives you the right to cancel a distance contract-which includes online software subscriptions-within 14 days of purchase if you have not yet received the digital service or if the supplier has failed to perform. Beyond that statutory window, your right to cancel depends on the supplier's own terms, but you retain the right to demand a refund if the service is faulty or does not match its description.
Your legal position under malaysian consumer law
The Consumer Protection Act 1999 (CPA) is the primary statute protecting you as a Malaysian consumer purchasing Covenant Eyes. This Act governs distance contracts, automatic renewal terms, and unfair contract terms.
Your statutory cancellation right (14-day window)
Under section 131 of the CPA, you have a 14-day cancellation right for distance contracts-which includes online software subscriptions. This period runs from the date you enter into the contract or receive the terms and conditions, whichever is later. For digital services, the window may close when you first access the service, so action quickly if you change your mind immediately after sign-up.
Within this 14-day window, you can cancel without stating a reason and without penalty (other than payment for the service you have already received). Covenant Eyes' own "30-Day Money Back Guarantee" for first-time users is actually more generous than the law requires, giving you 30 days instead of 14.
Your right to cancel after 14 days
After the statutory 14-day period closes, your right to cancel depends on Covenant Eyes' own cancellation terms. The company states that users "can cancel at any time," which gives you a contractual cancellation right beyond the statutory window. However, after day 14, you are no longer entitled to a refund by law unless the service is faulty or breaches the contract terms.
If Covenant Eyes refuses to cancel your subscription or demands an unreasonable cancellation fee, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which enforces the Consumer Protection Act 1999. Yafee has helped thousands of consumers understand these rights before escalating disputes to the MDTCA.
Automatic renewal and unfair contract terms
The CPA prohibits suppliers from charging you for renewal without your prior express consent. Covenant Eyes must obtain your explicit permission before each recurring charge. If the company has renewed your subscription without your consent, or if the renewal terms were not clearly disclosed before you subscribed, you can demand a refund of the unauthorised charges and lodge a complaint with the MDTCA.
Yafee recommends that you retain all sign-up emails, screenshots of the terms you agreed to, and payment receipts. These documents prove what you consented to and will support your claim if a dispute arises.
How to cancel Covenant Eyes: step-by-step methods
Covenant Eyes offers three cancellation routes depending on where you subscribed. The method you use determines the timeline and refund eligibility.
Step 1: confirm your subscription platform
Before you contact anyone, identify where your subscription lives. Log into your Covenant Eyes account or check your payment receipts.
- Open your Covenant Eyes account or check your email receipts from payment.
- If the receipt shows "Covenant Eyes" as the merchant, you subscribed on the web.
- If the receipt shows "Apple Inc." or "Google Play," you subscribed through an app store.
- Note your billing date and current plan type (monthly, yearly, or lifetime).
- If you have a family account, confirm that you are the Account Administrator-only the admin can cancel.
Step 2: cancel through Covenant Eyes member care (web subscriptions only)
If you subscribed directly on Covenant Eyes' website, you must contact Member Care to cancel. The company does not offer a self-service cancellation button in your online account, so you cannot simply click "Cancel" and be done.
- Email [email protected] with the subject line "Subscription Cancellation Request."
- Include your full name, email address, and the account email associated with your subscription.
- State your requested cancellation date (ideally before your next billing cycle).
- If you are within 30 days of purchase, mention this to ensure you qualify for the money-back guarantee.
- Expect a response within 24 to 48 business hours.
- Member Care may ask you why you are cancelling (optional to answer) or confirm refund eligibility.
- Once Member Care confirms cancellation, your subscription will stop on the date you requested or at the next billing cycle, whichever is earlier.
- If you prefer real-time communication, use Member Care's phone line at +1 989 720 8000 or +1 989 743 1100 (international).
- Hours: Monday to Friday, 9 AM to 5:15 PM Eastern Time.
- Calculate the time difference from Malaysia (ET is 12 hours behind Malaysia Standard Time) to call during available hours.
- Alternatively, use the live chat feature on support.covenanteyes.com during the same business hours.
Step 3: cancel through apple app store (if you subscribed via app store)
Covenant Eyes subscriptions purchased through the Apple App Store must be cancelled through the App Store itself, not through Covenant Eyes Member Care. Apple manages the billing and renewal, so Apple controls the cancellation.
- On your iPhone or iPad, open the Settings app.
- Tap "Tap your name" at the top of the screen.
- Select "Subscriptions."
- Find "Covenant Eyes" in the list of active subscriptions.
- Tap "Covenant Eyes" and select "Cancel Subscription."
- Confirm the cancellation when prompted.
- Your subscription will remain active until the current billing period ends, after which it will not renew.
- Apple will send you a cancellation confirmation email. Save this for your records.
If you use a Mac, the process is similar: open the App Store app, click your account icon in the bottom left, select "Account Settings," navigate to "Subscriptions," and cancel Covenant Eyes from there.
Step 4: cancel through google play (if you subscribed via google play)
Google Play subscriptions follow the same principle: cancel through Google Play, not Covenant Eyes directly.
- On your Android device, open the Google Play Store app.
- Tap your profile icon in the top right corner.
- Select "Manage subscriptions."
- Tap "Covenant Eyes."
- Select "Cancel subscription."
- Follow the on-screen prompts to confirm.
- Your subscription will end at the next billing date; you will retain access until then.
- Google will send a cancellation confirmation to your email address on file.
If you subscribed on an Android device but cannot find the subscription in the Google Play Store app, try logging into your Google account at play.google.com on a web browser and navigating to "Manage Subscriptions" from there.
Step 5: request a refund if eligible
Cancellation and refunds are separate actions. Cancelling your subscription stops future charges; requesting a refund recovers money you have already paid.
- Determine your refund eligibility.
- If you are within 30 days of purchase and have not used the service significantly, you likely qualify for the "30-Day Money Back Guarantee."
- If you are cancelling a yearly subscription after the 14-day statutory window, you may receive a prorated refund minus a service fee (capped at one month of billing or 1/12 of the annual fee).
- If you are outside the money-back window and on a monthly plan, a refund is unlikely unless the service is faulty.
- Email [email protected] with the subject "Refund Request" and include:
- Your account email and subscription start date.
- The reason you are requesting a refund (within money-back window, service issue, or billing error).
- Your preferred refund method (credit card, bank transfer, etc.).
- Member Care will confirm refund eligibility and process the refund within 5 to 10 business days if approved.
Timeline and what happens after cancellation
Understanding the post-cancellation timeline prevents confusion and unexpected charges.
Immediately after you request cancellation
Once you submit your cancellation request (via email, phone, chat, or app store), Covenant Eyes does not charge you immediately. Your subscription remains active until your next billing date unless you request an immediate cancellation with a refund.
If you email Member Care, you will receive a confirmation email within one business day. If you cancel through an app store, the platform sends a confirmation immediately.
During your final billing cycle
You retain full access to Covenant Eyes' monitoring and filtering tools until your current subscription period ends. For example, if you cancel a monthly subscription on the 15th of the month and your billing date is the 1st, you can continue using the service until the 1st of the next month.
Do not assume your access ends immediately-it does not. Screenshot your account or download any reports you need while access remains active.
After your subscription expires
On the expiry date, Covenant Eyes automatically deactivates your account. You will lose access to all monitoring features, reports, and the admin dashboard. If you have family members using the service under your account, they will also lose access.
Covenant Eyes does not delete your account data immediately; the company typically retains it for 30 to 90 days in case you want to reactivate. If you want your data deleted sooner, email [email protected] and request account deletion.
Refunds explained: what you can expect to receive
Refunds from Covenant Eyes are conditional and rarely full refunds, so understanding the structure protects you from disappointment.
30-day money-back guarantee
Covenant Eyes offers a 30-day money-back guarantee for new subscribers. If you request a refund within 30 days of your first purchase, and you have not used the service extensively, you qualify for a full refund of your first subscription charge. This is the most favourable refund scenario.
To claim this guarantee, email [email protected] within 30 days and state "Money-Back Guarantee Claim" in the subject line. Member Care will process the refund within 5 to 10 business days.
Refunds for yearly subscriptions after the guarantee window
If you cancel a yearly subscription after the 30-day window but before 12 months expire, Covenant Eyes may offer a prorated refund. This means you receive a partial refund calculated as follows: (number of remaining months / 12) x annual fee, minus a service fee capped at one month of billing or 1/12 of the annual fee.
Example: You pay RM1,199.90 for a yearly subscription. After 6 months, you cancel. Remaining months = 6. Refund before fee = (6 / 12) x RM1,199.90 = RM599.95. Service fee = RM1,199.90 / 12 = RM99.99. Final refund = RM599.95 - RM99.99 = RM499.96.
Refunds for monthly subscriptions
Monthly subscribers do not receive refunds for the current month after the 30-day window closes. If you cancel mid-month, you forfeit the remainder of that month's fee. You are only refunded if Covenant Eyes has charged you in error or the service fails to perform.
App store and google play refunds
If you subscribed through Apple App Store or Google Play, refund requests go to Apple or Google, not Covenant Eyes. Both platforms offer refund windows (typically 14 to 15 days from purchase) for unused subscriptions. Submit your refund request through the app store where you subscribed, not through Covenant Eyes Member Care.
When refunds appear in your account
Approved refunds typically appear within 5 to 10 business days. If you paid by credit card, the refund will show as a credit on your next statement. If you paid by bank transfer, funds return to your nominated account. Yafee advises you to contact your bank if a refund does not appear within 15 business days; the delay may be on your bank's side, not Covenant Eyes'.
Common mistakes to avoid when cancelling
Most cancellation frustrations are preventable. Know these traps before you start the process.
Mistake 1: cancelling the wrong way for your subscription type
The most common error is contacting Covenant Eyes Member Care to cancel an App Store or Google Play subscription. This wastes time. If you subscribed through an app store, you must cancel there-Member Care cannot cancel it for you, even if you ask. Check your payment receipts first; this takes 60 seconds and saves you days of back-and-forth emails.
Mistake 2: cancelling too close to your billing date
Covenant Eyes processes cancellation requests during business hours (Monday to Friday, 9 AM to 5:15 PM Eastern Time). If you email on Friday afternoon ET, your request may not be processed until Monday, and your subscription may renew over the weekend. Calculate the time difference from Malaysia Standard Time to Eastern Time (Malaysia is 12 hours ahead) and submit cancellation requests early in the ET business week to avoid an accidental renewal.
Mistake 3: assuming you are the account administrator
In family accounts, only the Account Administrator can cancel or request refunds. If someone else set up the account, you cannot cancel it yourself, even if you are paying for it. You must either ask the admin to cancel or contact Member Care with proof that you are authorised to manage the account. This creates friction; clarify the admin status before you start.
Mistake 4: not requesting the cancellation in writing
Phone conversations and live chats do not create a paper trail. If Member Care confirms cancellation but your subscription still renews, you have no record of your cancellation request. Always follow up a phone or chat cancellation with a confirmation email. Email is the safest method because you have proof of the date and time you requested cancellation.
Mistake 5: overlooking refund eligibility before cancelling
Many users cancel and then discover they are not eligible for a refund because they are outside the 30-day window or on a monthly plan. Review the refund structure in this guide before you cancel. If you are close to the 30-day limit or considering a yearly plan, calculate your refund entitlement first. A quick email asking "Am I eligible for a refund if I cancel today?" takes 2 minutes and prevents regret later.
Checklist: steps to take before and after cancellation
Use this checklist to ensure you do not miss a critical step.
| Action | Timing | Why it matters |
|---|---|---|
| Screenshot your current plan and billing date | Before cancelling | Proof of subscription details in case of dispute |
| Confirm your subscription platform (web, App Store, or Google Play) | Before cancelling | Ensures you cancel in the right place |
| Verify you are the Account Administrator | Before cancelling | Only admins can cancel family accounts |
| Calculate refund eligibility using the formula above | Before cancelling | Determines whether you should request a refund |
| Submit written cancellation request via email | At least 5 business days before your next billing date | Prevents accidental renewal and creates proof of request |
| Save the cancellation confirmation email from Covenant Eyes or the app store | Immediately after cancellation | Evidence of successful cancellation if the company charges you again |
| Check your bank or credit card statement on your next billing date | Within 1 week of the expected billing date | Confirms that no charge occurred; if one did, contact your bank and Covenant Eyes immediately |
| Follow up on refund status if you claimed one | 10 days after refund approval | Ensures refund arrives; if not, escalate to your bank or the MDTCA |
What to do if Covenant Eyes refuses to cancel or refund
Occasionally, Member Care may deny a cancellation request or dispute a refund claim. You have legal remedies.
Step 1: request clarification in writing
If Member Care refuses to cancel, ask them to explain their reason in writing via email. The Consumer Protection Act 1999 does not permit suppliers to refuse cancellation without a lawful basis (such as a genuine technical issue). Obtain a written explanation; this strengthens your position if you escalate.
Step 2: lodge a complaint with the ministry of domestic trade and consumer affairs
The MDTCA enforces the Consumer Protection Act 1999 and has the power to investigate complaints against suppliers, including foreign companies. If Covenant Eyes refuses to cancel or refund without justification, you can file a complaint with the MDTCA online at consumer.gov.my or by visiting your state's MDTCA office. Include your cancellation emails, payment receipts, and the company's refusal letter. Yafee has seen MDTCA enforcement successfully recover refunds for consumers in similar disputes.
Step 3: issue a chargeback through your bank or credit card company
If Covenant Eyes continues to charge your card after you request cancellation, contact your bank or credit card issuer and request a chargeback. This is a formal dispute process where your bank reviews the charge and reverses it if you can prove you cancelled. Provide your cancellation email and confirmation as evidence. Most banks complete chargebacks within 30 to 60 days.
Covenant Eyes contact information for malaysia
Use these official channels to contact Member Care or submit documents.
Primary contact methods
- Email: [email protected]
- Phone (US line): +1 989 720 8000 or +1 989 743 1100 (international)
- Hours: Monday to Friday, 9 AM to 5:15 PM Eastern Time
- Live chat: Available on support.covenanteyes.com during business hours
Mailing address
If you prefer to send a written cancellation notice by post, address it to:
Covenant Eyes
P.O. Box 140, Owosso, Michigan 48867
United States
Include your full name, account email, subscription type, and a clear statement that you wish to cancel effective immediately or on a specified date. Send via registered mail so you have proof of delivery.
Summary and next steps
Cancelling Covenant Eyes in Malaysia requires you to contact Member Care via email, phone, or live chat if you subscribed on the web, or to cancel through the App Store or Google Play if you subscribed via those platforms. Your cancellation right is protected by the Consumer Protection Act 1999, which guarantees you a refund within 14 days of purchase if you have not yet accessed the service. Beyond that window, refunds depend on Covenant Eyes' own terms and your plan type. Prorated refunds are common for yearly subscriptions, but monthly plans rarely receive refunds outside the 30-day guarantee.
Save all cancellation confirmations and monitor your bank statement for unexpected charges. If Covenant Eyes refuses to cancel or refund, escalate to the MDTCA or request a chargeback through your bank. Yafee has helped thousands of consumers navigate software subscription cancellations in Malaysia and elsewhere, ensuring they recover their money and stop unwanted recurring charges. Visit yafee.com today to explore our full library of cancellation guides and consumer rights information. Your cancellation is your right-use the steps in this guide to claim it confidently.
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