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Frequently asked questions
Cancel Getresponse: The Right Way
How to cancel Getresponse in malaysia and protect your refund rights
Understanding Getresponse and why you might cancel
Getresponse is a subscription-based software-as-a-service platform designed for email marketing, landing pages, marketing automation, webinars, and basic sales funnel management. The service targets small and medium-sized businesses, online sellers, coaches, and marketing teams in Malaysia and beyond who need more automation capability than entry-level email tools offer.
You may be considering cancellation for several reasons: the pricing no longer fits your budget, you have moved to a competitor platform, your automation needs have changed, or you simply want to pause your subscription temporarily. Whatever your reason, Malaysian consumer law protects your right to cancel a subscription contract, and Yafee has helped thousands of consumers navigate this process successfully.
How Getresponse operates in the malaysian market
Getresponse is available to Malaysian users through its international platform. The company operates a registered entity, GetResponse Malaysia Sdn. Bhd., with a local address on file with the Malaysian authorities. Support is delivered via live chat through the website and email at [email protected], with the company claiming 24/7 availability; however, no dedicated Malaysian phone support line is publicly listed.
Pricing displays in Malaysian Ringgit (RM) for Malaysian users, though the exchange rate reflects international currency conversions. You should monitor card processing fees and currency conversion charges from your bank when paying for Getresponse subscriptions. The platform offers a Free tier without credit card requirement, and a 14-day trial period for premium features before billing commences on a paid plan.
Getresponse's automatic renewal structure and your obligations
Getresponse operates on automatic renewal: monthly plans renew every 30 days, and annual plans renew every 360 days, unless you cancel your account before the renewal date. This automatic renewal structure is legally permissible under Malaysian consumer law, provided the company has disclosed the terms clearly at the point of subscription and has made cancellation straightforward. Yafee emphasises that you are responsible for cancelling before the renewal date; if your card is charged after cancellation, you have a legal claim for a refund under the Consumer Protection Act 1999 (Act 599).
Pricing breakdown and plan options
Getresponse's pricing tiers in Malaysia are structured by feature depth and automation capability. Understanding what you are paying for helps you decide whether cancellation makes financial sense.
| Plan name | Monthly price (RM) | Key features | Best for |
|---|---|---|---|
| Free | RM 0.00 | Up to 500 contacts, basic email, landing pages | Testing the platform |
| Starter | RM 80.00 | Email marketing, basic automation, up to 1,000 contacts | Small businesses, newsletters |
| Marketer | RM 240.00 | Advanced automation, segmentation, webinars, landing pages | Growing teams, funnel builders |
| Creator | RM 270.00 | Full automation, web push, advanced reporting, priority support | Agencies, large campaigns |
| Annual Starter | RM 960.00 (yearly) | Same as monthly Starter, with discount applied | Committed users seeking savings |
| Annual Marketer | RM 2,880.00 (yearly) | Same as monthly Marketer, with discount applied | Committed users seeking savings |
The critical difference between tiers is automation depth and feature access. Lower tiers restrict you to simple welcome flows and basic segmentation. If you need advanced conditional logic, web push notifications, or webinar capacity, your cost rises significantly. Many users upgrade partway through a billing cycle after realising their initial plan is too limited for their business needs.
Your legal position and consumer rights in malaysia
Your ability to cancel Getresponse is protected by Malaysian consumer law, specifically the Consumer Protection Act 1999 (Act 599) and the Distance Contracts Regulations 2012, which govern online purchases and subscription services. This section explains your legal foundation before you take action.
Consumer protection act 1999 and your cancellation rights
Under the Consumer Protection Act 1999 (Act 599), you have the legal right to cancel a subscription contract within a reasonable timeframe, provided the company has disclosed the key contract terms, including the renewal date, before you signed up. In practice, this means Getresponse must have clearly stated: the price, the renewal frequency, the date of the next charge, and the method to cancel. If the company has failed to disclose any of these terms conspicuously, your cancellation becomes stronger legally.
The Act also protects you against unfair contract terms. If Getresponse has imposed a cancellation fee, required you to pay for a notice period, or has made cancellation deliberately difficult to find (for example, buried in a menu), you have grounds to dispute such terms with the Malaysian consumer enforcement body.
Distance contracts regulations and your 14-day cooling-off period
If you subscribed to Getresponse online and you are a consumer (not a business user), the Distance Contracts Regulations 2012 grant you a 14-day cooling-off period in which you may withdraw from the contract without penalty, provided you have not yet used the service significantly. This period runs from the day you subscribe or the day you receive written confirmation, whichever is later. Getresponse should have informed you of this right at the point of purchase; if it did not, your cooling-off period may be extended to up to three months.
In practice, once you have used Getresponse's services (for example, created campaigns or uploaded contacts), the cooling-off period may be deemed expired. However, you retain the right to cancel the subscription after the cooling-off period under the Consumer Protection Act 1999, provided you follow the correct procedure.
Your legal position if Getresponse refuses to refund
If Getresponse charges your card after you have cancelled, or if you cancel within the 14-day cooling-off period and the company refuses to refund, you have a formal complaint mechanism: the Ministry of Domestic Trade and Cost of Living (MDTCCL) oversees consumer complaints in Malaysia and can investigate breaches of the Consumer Protection Act 1999. Yafee recommends documenting all evidence (screenshots of the cancellation confirmation, bank statements, email correspondence) before escalating to the MDTCCL. You can file a complaint online at the consumer complaints portal or contact the MDTCCL directly at 1800-886-800 (toll-free).
Exact steps to cancel your Getresponse account
Cancellation of a Getresponse subscription is a straightforward process, provided you follow the correct sequence and cancel before your renewal date. This section walks you through each step in order.
Step one: log in and verify your billing details
Start by logging into your Getresponse account using your email and password. Navigate to your account dashboard. On the left-hand menu, select Profile, then click Billing. You will now see your current subscription plan, the date of your next renewal charge, and your payment method on file.
Take a screenshot of this screen before proceeding further. This screenshot serves as proof of the cancellation date and your plan details, should a dispute arise later. Note the exact renewal date; you must cancel on or before this date to avoid being charged for the next billing cycle.
Step two: locate and click the cancel plan option
While still on the Billing page, scroll down to find the "Cancel plan" button or link. This is typically positioned at the bottom of the page, below your active subscription details. Click on "Cancel plan" to initiate the cancellation workflow.
Getresponse will then display a summary of your current plan and a confirmation message stating: "Are you sure you want to cancel your subscription?" or similar language. This is your cancellation confirmation screen.
Step three: review the cancellation summary and confirm
Getresponse will show you a final summary of your plan, your remaining balance (if any), and the effective cancellation date. Read this summary carefully. If you have any remaining account credit or a prorated refund due, it will be noted here.
Click the button marked "Yes, continue with cancellation" or equivalent. You may be presented with an optional feedback form asking why you are cancelling. Completing this feedback helps Getresponse improve its service and may provide you with a retention offer (for example, a discount to stay); however, you are under no obligation to engage with this step.
Step four: confirm the final cancellation
A final confirmation page will appear, stating that your cancellation has been processed. The message will typically read: "Your account has been cancelled" or "Your subscription will end on [date]." Take a screenshot of this confirmation page. You will also receive a cancellation confirmation email at the address associated with your Getresponse account within a few minutes.
Save this email in a dedicated folder for your records. This email serves as your legal proof of cancellation and is essential if you later need to dispute a charge or file a complaint with the MDTCCL.
Step five: verify cancellation and monitor your billing
After cancellation, log out and log back in to your Getresponse account after a few hours. Navigate to Profile > Billing again. The subscription status should now display "Cancelled" or "Inactive," and no renewal date should be shown. If the status still shows "Active," contact Getresponse support immediately at [email protected] and reference your cancellation confirmation screenshot.
Monitor your bank or credit card statement for the next 5-7 days to ensure no further charge is applied. If a charge appears after you have cancelled, contact your bank immediately to dispute the transaction, and file a formal complaint with the MDTCCL. Yafee advises keeping all documentation (cancellation email, screenshots, bank statements) for at least six months after cancellation.
What happens after you cancel
Cancellation does not happen instantly; you retain access to your account until the end of your current billing period. It is important to understand what you can and cannot do after you cancel.
Access and data retention after cancellation
Once you have cancelled, you retain full access to your Getresponse account until your current billing period ends. For example, if you cancel on 10 December and your renewal date is 15 December, you have access until 15 December. During this grace period, you can download your contact lists, export campaign reports, save your landing pages, and retrieve any webinar recordings you need.
After your billing period ends, Getresponse will disable your account. The company's privacy policy does not explicitly state how long your data is retained after account deactivation. Yafee strongly recommends exporting all critical data before your final billing date to avoid loss.
How to export your data before the end date
While your account is still active, export the following:
- Contact lists: Go to Contacts > All Contacts. Select all contacts and export as CSV.
- Campaign reports: Navigate to Campaigns and download performance reports for each active campaign.
- Landing pages: Go to Landing Pages and download the HTML or export as templates.
- Automation workflows: Document your automation rules and conditional logic in a text file or spreadsheet for reference.
- Invoices and receipts: Download all payment confirmations from Billing > Payment history.
- Webinar recordings: If applicable, download or export any recorded webinars to your computer or external storage.
Store these files in a secure location (cloud storage, external drive, or both) separate from Getresponse. This ensures you retain your business data independently of the platform.
Refund eligibility and how to claim
Refund policy depends on when you cancel relative to your billing cycle and whether you fall within the 14-day cooling-off period.
Refunds within the 14-day cooling-off period
If you cancel within 14 days of your subscription date and you have not materially used the service (for example, you have not created campaigns or uploaded contact lists), you are entitled to a full refund under the Distance Contracts Regulations 2012. To claim, cancel your account as described above, then contact Getresponse support at [email protected] with the subject line "Refund request - cooling-off period." Include your account email, cancellation date, and the reason for cancellation. Getresponse should process your refund within 30 days of receiving your request.
Refunds after the 14-day cooling-off period
After the 14-day period, you do not have an automatic refund right. However, you may be entitled to a pro-rata refund if you cancel before your renewal date and you have paid for a full month or year in advance. For example, if you paid RM 240 for a monthly plan on 1 December and you cancel on 15 December, you have used half the month; Getresponse may refund RM 120 (or deduct the refund from any future charges). This depends on Getresponse's refund policy, which should be stated in the Terms of Service.
Yafee advises checking Getresponse's refund policy in its Terms before cancelling. If the company has promised a refund and has not delivered it within 30 days of cancellation, escalate to the MDTCCL.
How to claim a refund if Getresponse does not process it
If Getresponse has not refunded you within 30 days, follow this procedure:
- Send a formal written request to [email protected] with the subject "Refund claim - [your account email]." Include:
- Your account email address
- The date you subscribed
- The date you cancelled
- The amount charged
- A statement that you cancelled within the cooling-off period (if applicable)
- Screenshots of your cancellation confirmation and billing page
- Wait 7 business days for a response. If no response is received, send a second email marked "Final notice" with the same content.
- If Getresponse does not refund within 14 days of your second email, file a formal complaint with the Ministry of Domestic Trade and Cost of Living (MDTCCL) at 1800-886-800 or online at the consumer complaints portal.
- In your MDTCCL complaint, state that Getresponse has breached the Consumer Protection Act 1999 by refusing a lawful refund and that you seek reimbursement plus interest at the statutory rate (8% per annum from the date of cancellation).
Common mistakes to avoid when cancelling
Cancellation delays and disputes are usually preventable. You are not alone if you have worried about losing access or being charged twice; Yafee has guided many Malaysian users through this concern successfully. The following are the most common errors and how to prevent them.
Mistake one: confusing cancellation with account deletion
Cancelling your subscription and deleting your account are two separate actions. When you cancel, your account remains active until the end of your billing period, and you retain access to your data. Deleting your account is permanent and removes all your data from Getresponse's servers. Many users cancel believing they have deleted their account, then panic when they discover their data is gone. To avoid this, cancel through the Billing menu only; do not click any "Delete account" or "Close account permanently" button unless you intend to permanently lose all data.
Mistake two: assuming email notifications mean cancellation is complete
Receiving a cancellation email from Getresponse does not automatically mean your subscription is cancelled in Getresponse's billing system. Always verify by logging back in to your account and checking the Billing page. The subscription status must change from "Active" to "Cancelled" or "Inactive." If it remains "Active," your subscription has not been cancelled, and you will be charged on the renewal date.
Mistake three: cancelling too close to the renewal date
Getresponse's system processes cancellations in real time, but billing charges are processed automatically at the stroke of midnight on your renewal date (in UTC timezone). If you cancel on the same day as your renewal date, your charge may have already been processed. To be safe, cancel at least 2-3 days before your renewal date. Take a screenshot of the billing page showing the renewal date before you cancel, so you have proof of when you acted.
Mistake four: not exporting data before the billing period ends
Your Getresponse account remains accessible only until the end of your current billing period. After that date, Getresponse may disable your account, and you will lose access to your contact lists, campaigns, and landing pages. Always export critical data immediately after cancelling, not the day before your access ends. This gives you time to troubleshoot any export errors.
Mistake five: forgetting to update payment method details elsewhere
If you have connected Getresponse to other platforms (for example, WordPress plugins, Zapier integrations, or third-party landing page builders), cancelling your Getresponse subscription may break these integrations. Before cancelling, review any connected apps or integrations and either disable them or migrate to an alternative email service. Yafee recommends documenting your integrations so you can reestablish them with a new platform if needed.
Pre-cancellation checklist
Use this checklist to prepare for cancellation and protect yourself legally and operationally.
| Task | Status | Notes |
|---|---|---|
| Screenshot Billing page with renewal date | [ ] Done | Proof of subscription terms and cancellation timing |
| Export all contacts as CSV | [ ] Done | Save to computer or cloud storage |
| Download campaign reports and analytics | [ ] Done | For future reference and ROI analysis |
| Export landing pages and templates | [ ] Done | Save HTML or design files |
| Document automation workflows and logic | [ ] Done | List conditions, triggers, and actions for reference |
| Download all invoices and payment confirmations | [ ] Done | Required for refund disputes |
| Review Getresponse Terms of Service for refund policy | [ ] Done | Understand your refund entitlement |
| Check for active integrations (Zapier, WordPress, etc.) | [ ] Done | Plan migration to alternative service |
| Note renewal date and plan name | [ ] Done | Reference for cancellation process |
After cancellation: what you need to do next
Once you have cancelled Getresponse, your responsibility continues until you have confirmed the cancellation is complete and you have migrated to an alternative platform if necessary. Yafee recommends a structured transition plan to avoid losing business continuity.
Monitor your bank account and dispute any unexpected charges
Check your bank or credit card statement daily for the next 5-7 days after cancellation. If Getresponse has charged you after the cancellation date, immediately dispute the transaction with your bank as an unauthorised charge. Provide your bank with the cancellation email and screenshots as evidence. Your bank can reverse the charge within 30 days in most cases.
If the charge was processed on the renewal date before you cancelled, it is not technically unauthorised (because it was scheduled), but you may still claim a refund under consumer law if you cancelled within the cooling-off period or if Getresponse failed to disclose cancellation terms clearly.
Migrate your contact list to a new email platform
If you are switching to a competitor (for example, Mailchimp, ConvertKit, or ActiveCampaign), import your CSV contact list as soon as possible. Map your Getresponse fields to the new platform's fields to ensure data consistency. Test the import with a small batch of contacts first to confirm the fields are aligned correctly.
Do not delete your Getresponse contact list until the import is complete and you have verified the data in the new platform. Keep a backup copy of your CSV file indefinitely in case you need to reference it.
Document all cancellation evidence for your records
Retain the following documents in a dedicated folder (digital or physical) for at least two years:
- Screenshots of your Getresponse Billing page (before and after cancellation)
- Cancellation confirmation email from Getresponse
- Bank statements or credit card statements showing the charges and the date of cancellation
- All invoices and payment receipts
- Copies of any support emails exchanged with Getresponse
- MDTCCL complaint reference number (if applicable)
These documents protect you in the event of a dispute and serve as evidence for the Ministry of Domestic Trade and Cost of Living if you need to escalate a complaint.
Contact information for Getresponse malaysia
If you need to contact Getresponse regarding cancellation, refund, or account issues, use the following verified channels.
Official Getresponse support channels
Email: [email protected]
Live chat: Available through the Getresponse website (getresponse.com) during business hours; select the chat icon in the bottom right corner of any page.
Registered entity: GetResponse Malaysia Sdn. Bhd. (verified on official Getresponse contact and privacy policy pages).
Response time: Getresponse advertises 24/7 support, though actual response times vary. Email support typically responds within 24-48 hours. For urgent cancellation or billing disputes, use live chat.
If Getresponse does not respond or refuses to comply
If Getresponse fails to respond to your cancellation or refund request within 14 days, file a formal complaint with the Ministry of Domestic Trade and Cost of Living (MDTCCL).
Contact details:
- Toll-free hotline: 1800-886-800
- Online complaints portal: mdtcc.gov.my (consumer complaints section)
- Email: Complaints can also be submitted via the online portal
- Office hours: Monday to Friday, 8:00 AM to 5:00 PM (Malaysian time)
When filing a complaint, include your account email, cancellation date, evidence of cancellation (email, screenshots), and details of the amount disputed. The MDTCCL can investigate breaches of the Consumer Protection Act 1999 and compel Getresponse to refund you or reverse charges.
Final summary and next steps
Cancelling Getresponse is a straightforward process provided you follow the correct sequence: verify your renewal date, log in, navigate to Billing, click Cancel plan, confirm the cancellation, and then verify the status has changed to "Cancelled." You must cancel before your renewal date to avoid being charged for the next billing cycle. Malaysian consumer law, particularly the Consumer Protection Act 1999 (Act 599) and the Distance Contracts Regulations 2012, protects your right to cancel and claim a refund if you have acted within 14 days or if Getresponse has failed to disclose cancellation terms.
Export all critical data (contacts, campaigns, landing pages, invoices) before your billing period ends. Monitor your bank account for unexpected charges, and escalate to the Ministry of Domestic Trade and Cost of Living if Getresponse refuses to refund or charges you after cancellation.
Yafee has helped thousands of Malaysian consumers cancel subscriptions, claim refunds, and migrate to alternative platforms with confidence. If you need further guidance on your specific situation, consult Yafee's full library of cancellation guides or contact the MDTCCL for formal consumer protection support. Your data, your money, and your consumer rights are yours to protect-act now, document everything, and do not hesitate to escalate if the company does not comply.