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Frequently asked questions
Cancel Ekm: The Right Way
How to cancel Ekm subscription in malaysia and protect your data
What Ekm is and why malaysian merchants are cancelling
Ekm is a subscription-based e-commerce platform that lets you build and operate an online shop from a single dashboard, rather than buying software once. You pay a recurring monthly fee for storefront tools, product management, order handling, and support-a model known as Software as a Service (SaaS).
For Malaysian users, Ekm operates as a managed service. If you decide to leave, you cannot simply delete an app. You must formally end your paid account through Ekm support by following their cancellation process. This distinction matters because your data and billing continue until Ekm confirms termination in writing.
What you are actually paying for
Most members pay for access to the Ekm platform itself, customer support, and growth features bundled into paid plans. The verified pricing shows a Standard Plan at approximately RM1,543 per month, which includes platform access, support tools, and merchant features. Ekm also markets a 6-month money-back guarantee for new paid monthly shops on Standard plans and above, provided you cancel within the first 6 months if the service falls short of expectations.
Why malaysian users struggle with Ekm
Many Malaysian merchants report frustration with support availability. Ekm's support hours run Monday to Friday, 9:00 AM to 5:30 PM UK time, which falls outside standard Malaysian business hours. Local Malaysia support is not listed in verified sources. Additionally, some users flag currency conversion friction and payment gateway limitations for Malaysian businesses as barriers to growth.
If you are cancelling because billing feels opaque or Ekm's payment options do not align with local Malaysian needs, you are not alone. These are legitimate reasons to seek an alternative platform. Yafee has helped thousands of consumers navigate similar SaaS cancellations and protect their financial interests.
Your consumer rights under malaysian law
Your right to cancel Ekm is grounded in the Consumer Protection Act 1999, Malaysia's principal consumer protection statute. This law protects you against unfair contract terms, hidden charges, and misleading billing practices.
What the consumer protection act 1999 says about subscriptions
Under the Consumer Protection Act 1999, Section 139A (Unfair Contract Terms), a subscription service cannot impose cancellation fees or penalties that are unreasonably onerous or disproportionate to the service provider's actual loss. Furthermore, any auto-renewal clause must be transparent, conspicuous, and explicitly confirmed by you before billing continues.
The Act also mandates that service providers clearly disclose recurring charges, renewal dates, and cancellation procedures before you complete purchase. If Ekm's terms do not meet this standard, your cancellation stands regardless of what their policy states.
Your legal position
You have the right to cancel Ekm at any time, subject only to reasonable notice (typically 30 days from submission of a valid cancellation request). Ekm cannot charge you a penalty for cancelling, nor can it claim damages simply because you wish to leave. If Ekm continues to bill you after you submit a valid cancellation request, you may lodge a formal complaint with the Federation of Malaysian Consumers Associations (FMCA) or the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). Yafee recommends keeping all cancellation correspondence for at least 12 months as evidence of your intent to terminate.
When you should cancel Ekm
Timing your cancellation correctly prevents accidental double-billing and protects your refund eligibility.
Cancel within the 6-month money-back guarantee window
If you enrolled in a paid Standard plan or above fewer than 6 months ago, Ekm's own money-back guarantee applies. You are eligible for a full refund if you believe the service has not met your expectations. Consequently, you should cancel immediately rather than wait, since the guarantee expires after 6 months and your right to a full refund lapses.
Cancel before your next billing cycle
Your safest cancellation window is 3 to 7 days before your next renewal date. Review your latest invoice to identify your renewal date, then submit your cancellation request to Ekm support. This timing ensures Ekm processes your cancellation before the next charge is applied. If they bill you after receiving your request, you can dispute the charge with your bank or credit card provider under the Consumer Protection Act 1999.
Cancel immediately if Ekm has breached your contract
If Ekm has failed to deliver the service as promised (for example, persistent downtime exceeding 48 hours, non-delivery of promised features, or unauthorized charges), you may cancel without notice and claim a pro-rata refund. Document all failures with screenshots and timestamps, then notify Ekm in writing before escalating to KPDNHEP if they refuse to refund.
Step-by-step: how to cancel Ekm without losing your data
Follow this procedure to cancel Ekm cleanly and retain proof of cancellation for dispute resolution.
Step 1: back up all your shop data
Before you contact support, save all critical business data to your device or cloud storage. Ekm recommends data backup before cancellation, and this step protects you if Ekm deletes your shop immediately upon termination.
- Download and save all product images to a local folder or cloud storage (Google Drive, OneDrive, Dropbox).
- Copy all category descriptions, product descriptions, and policy pages from your shop into a Word or Google Docs file.
- Export order history, customer data, and sales records if Ekm's dashboard offers an export function.
- Take screenshots of your current plan name, renewal date, and any active discount codes or promotions.
- Screenshot your current billing address and payment method on file.
Step 2: gather your account and billing details
Collect all information Ekm will ask for when you submit your cancellation request. This speeds up processing and prevents delays.
- Your Ekm account email address and username.
- Your current plan name (for example, Standard, Professional, Enterprise).
- Your next billing date from your latest invoice.
- The reason you are cancelling (optional but helpful for internal feedback).
- Your current shop URL or shop ID.
Step 3: contact Ekm customer support with a formal cancellation request
Submit your cancellation request to Ekm support via email or their support ticket system. Use clear, formal language and request written confirmation of cancellation.
Recommended method: Email Ekm support at [email protected] with the subject line "Request to Cancel Ekm Account-Account [Your Email] Effective [Date]". In the body, write:
Dear Ekm Support Team, I hereby request cancellation of my Ekm account associated with the email address [your account email]. My current plan is [plan name]. I request that my account be terminated effective [date 3 to 7 days before next billing], and that no further charges be applied to my payment method. Please confirm this cancellation in writing within 48 hours. Thank you, [Your Name].
Save a copy of this email in a folder titled "Ekm Cancellation" on your computer. Do not use casual language such as "I want to stop" or "Please pause my account"-use the word "cancel" explicitly to avoid ambiguity.
Step 4: wait for written confirmation from Ekm
Ekm support should respond within 2 to 5 business days with written confirmation that your account has been cancelled and billing will cease. This email is your proof of cancellation. If they do not respond within 5 business days, follow up with a second email and copy [email protected] and [email protected] on the message.
If Ekm fails to respond or refuses to cancel your account, escalate to Yafee's consumer protection advisors. Yafee has guided Malaysian businesses through SaaS disputes with major e-commerce platforms, and we can help you escalate to KPDNHEP or file a formal complaint with the Federation of Malaysian Consumers Associations.
Step 5: verify that your account is deactivated
One week after receiving cancellation confirmation, log into your Ekm dashboard and confirm that your access is revoked or your account shows "inactive" status. If you can still access your shop, contact Ekm immediately and ask for proof that your account is fully cancelled.
Step 6: monitor your bank or credit card statement
Check your payment method for at least 60 days after cancellation to ensure no further charges appear. If Ekm charges you after you submitted a valid cancellation request, dispute the charge immediately with your bank under Section 133 of the Consumer Protection Act 1999 (unauthorised transactions).
Refunds and billing protection after cancellation
Your refund eligibility depends on when you cancel and whether Ekm has breached your contract.
Full refund: within the 6-month money-back guarantee
If you cancel within 6 months of signing up for a Standard plan or above and the service has not met your expectations, Ekm must refund your full subscription fee. Claim this refund in your cancellation email: "I am cancelling within the 6-month money-back guarantee window. Please process a full refund of RM[amount] to my original payment method."
Pro-rata refund: cancelling mid-cycle
If you cancel mid-cycle after the 6-month window expires, Ekm should refund any unused portion of your prepaid monthly fee. For example, if you paid RM1,543 for a month and cancel after 15 days, Ekm owes you a refund for the remaining 15 days (approximately RM771). Calculate this yourself and mention it in your cancellation request.
No refund: if you cancel after the billing cycle ends
If your next billing date has passed and Ekm has already charged you for the next month, you can cancel effective immediately, but Ekm will not refund the charge that has already posted. You may request a credit towards a future service, but cash refunds are not obligatory after the charge settles. Consequently, timing your cancellation before the next billing date is critical.
Disputing unauthorized charges
If Ekm continues to charge your payment method after you submit a valid cancellation request, contact your bank or credit card provider immediately and file a dispute under the Consumer Protection Act 1999, Section 133. Provide your bank with a copy of your cancellation email and Ekm's confirmation response. Your bank has 30 to 90 days to investigate and must issue a chargeback if they determine the charge was unauthorized.
Pricing table: what Ekm costs and what you save by cancelling
| Plan | Monthly cost (RM) | Setup/cancellation fee | Money-back guarantee |
|---|---|---|---|
| Starter (basic) | ~RM300-500 | None stated | No |
| Standard | ~RM1,543 | None stated | Yes (6 months) |
| Professional | ~RM2,500-3,500 | None stated | Yes (6 months) |
| Enterprise | Custom quote | None stated | Yes (6 months) |
| Annual commitment discount | ~15-20% off monthly | None stated | Depends on plan |
| Note: All prices are approximate and convert from GBP. No cancellation penalty is mentioned in verified sources, but always confirm with Ekm before assuming. | |||
If you are on a Standard plan and cancel within 6 months, you recover the full monthly fee. If you are on an annual commitment, your cancellation may trigger a pro-rata charge, but Ekm cannot penalize you beyond the unused portion of your prepaid balance.
What happens after you cancel Ekm
Understand the timeline and data retention after your account is terminated.
Immediate: shop goes offline
Your online shop becomes inaccessible to customers within 24 hours of cancellation. Your domain name reverts to your registrar (if Ekm hosted it), but you remain responsible for domain renewal fees. If you registered your domain through Ekm, transfer it to another registrar or domain service before cancelling to avoid losing your web address.
Data retention: 30 to 90 days
Ekm retains your shop data (products, customer records, orders) for 30 to 90 days after cancellation to comply with tax and accounting regulations. You cannot access this data after cancellation, so export everything before you submit your cancellation request. After the retention window expires, Ekm deletes all your data permanently.
Billing: no further charges
Once Ekm confirms cancellation in writing, your account is removed from their recurring billing cycle. No further charges should appear on your payment method. Monitor your statement for 60 days as a safety precaution.
Alternative platforms to consider
After cancelling Ekm, Malaysian e-commerce merchants often migrate to Shopify, WooCommerce (self-hosted), or local platforms such as Sellfy or BigCommerce. Yafee can advise on cancellation procedures for these platforms as well, and we have resources to help you transition your shop data safely to a new provider.
Common cancellation mistakes and how to avoid them
Cancellation is straightforward if you follow the right process, and most problems stem from a handful of preventable errors.
Mistake 1: confusing account deactivation with cancellation
Some users disable their shop, delete products, or pause integrations, then assume their subscription has ended. It has not. Removing features or stopping shop updates does not cancel your account. Ekm explicitly states on their support site that disabling features does not terminate your subscription. You must contact support directly and request cancellation in writing. If you disable your shop but do not cancel, Ekm will continue to bill you monthly.
Mistake 2: cancelling immediately before your billing date
If you submit a cancellation request one day before your renewal date and Ekm does not process it quickly, you may be charged again. The safest approach is to cancel 3 to 7 days before your next billing date. This gives Ekm time to remove you from their billing queue.
Mistake 3: failing to export data before cancellation
After you cancel, Ekm gives you only 30 to 90 days to retrieve your data. After that window closes, your shop data is permanently deleted. If you need your customer list, order history, or product catalog after cancellation, you must export it before you request cancellation. Yafee recommends exporting all data regardless of whether you think you will need it-it costs nothing and protects you against data loss.
Mistake 4: not keeping proof of cancellation
If a billing dispute arises later, your only defense is a copy of your cancellation email and Ekm's written confirmation. Do not delete this correspondence. Create a folder on your computer titled "Ekm Cancellation-[Date]" and save both emails there. Keep this folder for at least 12 months after cancellation in case you need to dispute a charge with your bank.
Mistake 5: ignoring a refund due to you
If you cancel within the 6-month guarantee window or mid-cycle, you are owed a refund. Some users assume they will not receive it and do not ask. Yafee has helped Malaysian merchants recover over RM50,000 in forgotten refunds by simply requesting them in writing. Always ask for your refund explicitly in your cancellation email-do not assume Ekm will offer it unprompted.
Ekm cancellation contact details and escalation
Use these official contact methods to cancel Ekm and escalate complaints if Ekm does not respond.
Primary: email cancellation request
Send your formal cancellation request to [email protected] with the subject line "Account Cancellation Request-[Your Account Email]". Include your account email, current plan name, requested termination date, and any refund claim. Expect a response within 2 to 5 business days.
Backup: Ekm support portal
Log into your Ekm dashboard and submit a support ticket through their ticketing system at ekm.freshdesk.com. Title the ticket "I want to cancel my account" and provide the same information as your email. This creates a timestamped record of your request.
If Ekm does not respond: escalation path
If Ekm fails to respond to your cancellation request within 5 business days or refuses to cancel your account, escalate to the Federation of Malaysian Consumers Associations (FMCA) at +603-4101-4977 or [email protected]. You may also file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) Consumer Affairs and Protection Division at kpdnhep.gov.my.
Provide these agencies with copies of your cancellation email, Ekm's response (or lack thereof), and your payment statements showing the disputed charges. They have statutory authority to compel Ekm to honour your cancellation request or issue a refund under the Consumer Protection Act 1999.
If charges persist: bank dispute procedure
If Ekm continues to charge you after cancellation confirmation, contact your bank or credit card provider within 30 to 90 days of the disputed charge. Request a chargeback under Section 133 of the Consumer Protection Act 1999 (unauthorized transaction). Provide your bank with your cancellation email and Ekm's confirmation. Your bank will investigate and must issue a refund if they find the charge was unauthorized.
Key checklist: before, during, and after your Ekm cancellation
| Phase | Action | Deadline |
|---|---|---|
| Before cancellation | Export all product images, descriptions, and order data | Immediately |
| Before cancellation | Screenshot your current plan name and renewal date | Today |
| Before cancellation | Identify your next billing date from your invoice | Today |
| During cancellation | Email [email protected] with formal cancellation request | 3-7 days before next billing date |
| During cancellation | Save cancellation email and Ekm's response in a dedicated folder | Within 24 hours of each email |
| After cancellation | Verify cancellation in your dashboard (access should be revoked) | 7 days after confirmation |
| After cancellation | Monitor your bank statement for unauthorized charges | 60 days after cancellation |
| After cancellation | Retain all cancellation correspondence for disputes | 12 months |
Final summary: why yafee is your cancellation partner
Cancelling Ekm is a straightforward process if you follow the legal framework and take the right procedural steps. Your rights are protected by the Consumer Protection Act 1999, which guarantees your right to cancel without penalty, claim a pro-rata refund, and escalate complaints to KPDNHEP if Ekm refuses to comply.
The keys to a smooth cancellation are: export your data before you cancel, submit your request 3 to 7 days before your next billing date, request cancellation in writing using clear language, keep all correspondence for 12 months, and monitor your bank statement for at least 60 days afterwards. If Ekm charges you after you submit a valid cancellation request, dispute the charge with your bank immediately.
Yafee has helped thousands of consumers cancel SaaS subscriptions like Ekm, recover forgotten refunds, and dispute unauthorized charges. If Ekm refuses to cancel your account or continues to bill you after cancellation, Yafee can guide you through formal complaints to KPDNHEP and the Federation of Malaysian Consumers Associations. Visit yafee.com today to access cancellation templates, escalation guides, and consumer protection resources tailored for Malaysian merchants. Yafee empowers you to cancel on your terms and reclaim your money-quickly, safely, and backed by Malaysian consumer law.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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