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Frequently asked questions
Cancel Hellofax: Step-by-Step Guide
How to cancel Hellofax and stop automatic charges in malaysia
What Hellofax is and why you might want to cancel
Hellofax is a cloud-based fax service that allows you to send and receive faxes through your web browser or mobile app, without requiring a physical fax machine. The service operates on a subscription model with a free tier and three paid plans ranging from RM44.99 to RM179.99 per month, depending on your fax volume and feature needs.
How Hellofax works as a subscription service
When you sign up for Hellofax, you create an online account that syncs with your email address. The platform charges your payment method automatically each month unless you actively cancel your subscription. Hellofax does not operate under a minimum commitment contract, meaning you can cancel at any time without penalty. However, the automatic renewal clause is binding, and many users report unexpected charges because they assumed their trial period had ended without further action.
The free plan allows up to 5 fax pages per month at no cost. Paid tiers include Home Office (300 pages for RM44.99), Professional (500 pages for RM89.99), and Small Business (1,000 pages for RM179.99). Additional pages cost approximately RM0.24 each, and international faxing incurs separate fees. Your actual charges depend on your usage and the tier you selected at signup.
Common reasons users cancel Hellofax
Users typically cancel Hellofax for three reasons: they no longer need fax capability, they find the monthly cost excessive for infrequent use, or they switch to a competitor. Some users discover they are still being charged months after they believed they had cancelled, which creates frustration and financial loss. Yafee specialises in helping consumers identify and resolve these automatic billing disputes, and our team has helped thousands of Malaysian users recover unwanted charges and regain control of their subscriptions.
If you are unsure whether cancellation is the right step, consider downgrading to the free plan first. This preserves your account and contacts while eliminating all monthly charges. You can always reactivate a paid plan later if your needs change.
Your consumer rights under malaysian law
Your right to cancel Hellofax is protected by the Consumer Protection Act 1999, which governs unfair contract terms and automatic renewal clauses in Malaysia.
What the consumer protection act 1999 says about your subscription
Under Section 139 of the Consumer Protection Act 1999, any trader (including Hellofax) must provide you with clear information about the terms of automatic renewal before you consent. This includes the cancellation process, the renewal date, and the charge amount. The law also requires that cancellation must be as easy as the original signup method. If you signed up online with one click, cancellation cannot require phone calls, letters, or multiple steps.
In practice, this means Hellofax must offer a straightforward, online cancellation route. Forcing you to email support or call a foreign phone number may breach the law if it is significantly more difficult than signup. Furthermore, if Hellofax continues to charge you after you have taken reasonable steps to cancel, you have grounds to dispute the charge with your bank and lodge a complaint with the relevant authority.
Your legal position regarding billing disputes
If Hellofax charges you after cancellation, you are entitled to request a refund for unauthorised charges. Your bank's chargeback process is one remedy; however, you also have the right to escalate a complaint to the Kementerian Perdagangan Domestik dan Kos Sara Hidup (KPDN) or the Tribunal Tuntutan Pengguna Malaysia (TTPM) if Hellofax refuses a refund. Yafee recommends collecting evidence before you cancel: screenshots of your billing page, confirmation emails, and your card statements. This evidence strengthens your position if a dispute arises.
You are not required to accept Hellofax's terms if they are unfair. If the company makes cancellation deliberately difficult, that may itself be an unfair practice under the Consumer Protection Act 1999. Keep records of every attempt to cancel and every response from support.
Hellofax pricing for malaysian users
Understanding the exact cost you are paying helps you decide whether to cancel or downgrade.
| Plan name | Monthly cost (MYR) | Fax pages included | Best for |
|---|---|---|---|
| Free | RM0.00 | 5 pages/month | Occasional users, trial |
| Home Office | RM44.99 | 300 pages/month | Small offices, occasional faxing |
| Professional | RM89.99 | 500 pages/month | Regular business use |
| Small Business | RM179.99 | 1,000 pages/month | High-volume faxing |
| Over-limit pages | RM0.24 per page | Charged only if you exceed limit | Variable cost add-on |
Charges appear on your card statement under "Hellofax" or "Dropbox Fax" (if Hellofax is integrated with Dropbox). International faxes and additional user seats incur separate fees not shown in the base plan price. Exchange rates may apply if your card is in a different currency. Consequently, your actual monthly bill may exceed the quoted plan price if you use overage features.
How to cancel Hellofax through your web account
The fastest and most reliable way to cancel Hellofax is through your online account settings, which provides an immediate confirmation and preserves a record of your cancellation.
Step 1: log in to your Hellofax account
Open your web browser and navigate to app.hellofax.com. Enter your email address and password. If you use two-factor authentication, complete that verification step. Do not proceed until you see your account dashboard and can confirm you are logged in as the correct user.
Step 2: navigate to account settings
Look for your email address or profile icon in the top right corner of the screen. Click on it to reveal a dropdown menu. Select "Settings" from the options. You are now in your account settings area, where billing and subscription controls are located.
Step 3: access your billing page
Within Settings, locate and click on "Billing" or "Billing & Subscription." This page displays your current plan, next billing date, payment method, and subscription history. Review this information to confirm your plan name and the amount you are being charged.
Step 4: initiate cancellation
On the Billing page, find the button or link labelled "Cancel subscription" or "Cancel plan." Click it. Hellofax may display a retention offer, such as a discount or a pause option. You can ignore these offers and continue with cancellation. Do not click "Pause" or "Downgrade" unless you intend to temporarily keep your account.
Step 5: confirm your cancellation
Hellofax will ask you to confirm cancellation, often with a prompt asking why you are leaving. Answer this question if you wish, but it is not required to complete cancellation. Click the final "Confirm cancellation" or "Yes, cancel my subscription" button. Do not close your browser until you see a confirmation page stating that your subscription has been cancelled.
Step 6: capture your cancellation confirmation
Take a screenshot of the final confirmation message. This screenshot should show the date, time, and a statement such as "Your subscription has been cancelled" or "Your account is now on the free plan." Save this image to your computer or cloud storage. This evidence is essential if you need to dispute a charge later or escalate a complaint to KPDN or TTPM.
Check your email for a cancellation confirmation letter from Hellofax at [email protected]. If you do not receive one within 2 hours, log back into your account and verify that the Billing page now shows "Free plan" or "No active subscription." In accordance with the Consumer Protection Act 1999, Hellofax should send you written confirmation of cancellation without unnecessary delay.
Cancelling Hellofax if you subscribed via app store or google play
If you signed up for Hellofax through Apple's App Store or Google Play Store, you must cancel through that platform, not through the Hellofax website.
Cancelling an iOS subscription (iPhone or iPad)
Open the Settings app on your iPhone or iPad. Tap "Your Name" at the top of the screen, then select "Subscriptions." Find "Hellofax" in the list and tap it. Click "Cancel Subscription." Confirm your choice when prompted. You will receive a cancellation confirmation from Apple. Yafee recommends screenshotting this confirmation, as it proves the date you cancelled at the App Store level.
Cancelling an android subscription (Google play)
Open Google Play Store on your Android device. Tap the profile icon in the top right corner and select "Subscriptions." Find "Hellofax" and tap it. Click "Cancel subscription" and confirm your choice. Google Play will send you a confirmation email. Save this email and take a screenshot of the cancellation screen for your records.
Important: Cancelling through App Store or Google Play does not automatically cancel your Hellofax web account. You must also log into app.hellofax.com and follow the web cancellation steps above to ensure complete removal of your subscription. Failure to do both may result in continued charges from Hellofax.
What happens immediately after you cancel Hellofax
Cancellation is final, and understanding what occurs next prevents confusion and helps you plan alternatives.
Access to your account and files after cancellation
Once you cancel a paid plan, your account downgrades to the free tier automatically. You retain access to your email address and account login, but your fax history, contact list, and stored documents may become inaccessible depending on the free plan limits. Any paid features, such as extra user seats or integrations, are disabled immediately. Consequently, you should export or save any critical fax records, contact lists, or signed documents before you press cancel.
Your next scheduled charge will not occur. If your cancellation takes effect on, for example, 15 March, and your billing date is the 20th of each month, you will not be charged on 20 March. However, any overage charges incurred before the cancellation date may still appear on your next statement.
Refunds and credit for unused time
Hellofax does not offer refunds for unused time within a paid month. If you cancel on the 10th of a 30-day billing period, you do not receive a pro-rata credit for the remaining 20 days. This is standard practice for monthly SaaS subscriptions and is permitted under Malaysian consumer law, provided the terms were clearly disclosed before you subscribed. However, if you can prove that Hellofax failed to disclose the no-refund policy at signup, you may have grounds to dispute this through TTPM.
If Hellofax continues to charge you after cancellation, request a refund by contacting [email protected] with your cancellation screenshot and billing statement. Include a clear, factual description of the charge and the date of your cancellation. If support does not respond within 14 days or refuses the refund unjustly, escalate the complaint to KPDN or TTPM.
Common mistakes when cancelling Hellofax
Most cancellation problems are preventable with careful attention to detail and awareness of common pitfalls.
Mistake 1: assuming cancellation is complete without confirmation
Some users click "Cancel subscription" and assume the process is finished without waiting for a final confirmation page or checking their email. Consequently, they are still charged the following month because the system did not record a completed cancellation. Always wait for a confirmation message or email before leaving the cancellation screen. Take a screenshot to prove you saw it.
Mistake 2: cancelling only the app subscription, not the web account
If you subscribed through App Store or Google Play, cancelling the app subscription alone is insufficient. The Hellofax web account remains active and may continue charging if a payment method is saved. You must cancel both the app subscription and the web account separately. Check your card statement after cancellation to confirm no further charges occur.
Mistake 3: deleting the app without cancelling the subscription
Uninstalling the Hellofax app from your phone does not cancel your subscription. Your account and payment method remain linked to Hellofax's servers. Charges will continue unless you explicitly cancel through Settings, App Store, or the web portal. Deletion is not cancellation.
Mistake 4: missing the confirmation email
Hellofax sends a cancellation confirmation email to your registered email address. If this email lands in your spam or promotions folder, you may not see it, and you might overlook the one-week window to verify the cancellation. Check all email folders after cancellation and add [email protected] to your contacts to ensure future emails are visible.
Mistake 5: confusing a plan downgrade with cancellation
If Hellofax shows you a downgrade option during the cancellation flow, do not click it. A downgrade moves you to a lower-cost paid plan, not the free tier. You will still be charged, albeit less. Continue clicking until you see an option explicitly labelled "Cancel subscription" or "Close account."
Steps to take if Hellofax continues charging you after cancellation
If a charge appears on your statement after you cancelled, act quickly to dispute it and recover your money.
Step 1: verify your cancellation date
Review your cancellation screenshot and confirmation email to confirm the exact date and time you cancelled. Compare this date to the charge date on your statement. If the charge occurred after your cancellation date, it is unauthorised and you have a strong dispute claim.
Step 2: contact Hellofax support in writing
Email [email protected] with the subject line "Unauthorised charge after cancellation." Include your cancellation screenshot, your cancellation confirmation email (if you received one), the charge details from your card statement, and a clear request for a refund. Keep your email concise and factual. Do not express anger or use aggressive language, as this can slow response times. Yafee recommends sending this email via a tracked method or requesting a read receipt so you have proof of delivery.
Step 3: wait 7 days for a support response
Hellofax support is based in the United States and may take 5 to 7 business days to reply. In accordance with the Consumer Protection Act 1999, they should respond to a refund request within 14 days. If they do not respond or refuse your refund, proceed to the next step.
Step 4: dispute the charge with your bank
Contact your bank or credit card provider and explain that you cancelled Hellofax but were charged anyway. Provide your cancellation screenshot and the support email you sent. Request a chargeback for the unauthorised charge. Your bank will open a dispute with Hellofax and typically reverse the charge within 10 to 30 days while the dispute is investigated. This is your fastest route to recovering the money.
Step 5: escalate to KPDN or TTPM if necessary
If your bank does not uphold your chargeback claim and Hellofax refuses to refund, file a complaint with the Kementerian Perdagangan Domestik dan Kos Sara Hidup (KPDN) or the Tribunal Tuntutan Pengguna Malaysia (TTPM). TTPM can order Hellofax to refund you and may award compensation for breach of the Consumer Protection Act 1999. Yafee helps Malaysian consumers navigate this escalation process and ensures your complaint reaches the right authority with the strongest possible evidence.
Checklist for cancelling Hellofax safely
Use this checklist to ensure you complete every step and protect yourself against disputes or unexpected charges.
- Save all sent and received faxes you wish to keep to your computer or cloud storage
- Screenshot your Billing page showing your current plan, charge amount, and next billing date
- Confirm whether you subscribed via web, App Store, or Google Play
- Log into your Hellofax web account and navigate to Settings > Billing
- Click "Cancel subscription" and complete all confirmation screens
- Screenshot the final cancellation confirmation page
- Wait for a cancellation confirmation email from [email protected]
- If you subscribed via App Store or Google Play, also cancel that subscription separately
- Check your email spam and promotions folders for the confirmation
- Wait 2 to 3 days, then log back into your account to verify it shows the free plan
- Monitor your bank statement for the next 30 days to confirm no further charges occur
- Save all screenshots and emails indefinitely in case you need to dispute a later charge
Comparing Hellofax cancellation to other fax services
If you are considering alternatives after cancelling Hellofax, this comparison may help you choose a service with clearer cancellation terms.
| Service name | Cancellation method | Refund policy | Free plan available |
|---|---|---|---|
| Hellofax | Web account + app store (if applicable) | No refund for unused time | Yes, 5 pages/month |
| eFax | Web account settings | No refund for monthly plans | No, paid only |
| Fax Plus | Web account settings or email support | 30-day money-back guarantee | No, paid only |
| RingCentral Fax | Account portal or phone support | Pro-rata refund available | No, paid only |
| Google Workspace (Fax via Google Voice) | Subscription management in Google Account | Refund within 30 days of purchase | Free option available |
Several fax services offer refund periods (typically 30 days), while Hellofax does not. Furthermore, some services include fax as part of a larger business suite, which may offer better value if you use other tools. If you are cancelling Hellofax due to cost, compare these alternatives before switching. Yafee provides detailed cancellation guides for all major fax services, helping you understand your options and avoid recurring charges across multiple platforms.
Summary and next steps
Cancelling Hellofax is straightforward when you follow the steps above and collect evidence at every stage. Your right to cancel without penalty is protected by the Consumer Protection Act 1999, and you are entitled to request a refund if charges continue after cancellation.
The key to avoiding problems is to cancel through both the web account and any app store subscription if applicable, to screenshot your cancellation confirmation, and to monitor your bank statement for 30 days afterward. If unauthorised charges occur, contact support first, then escalate to your bank's dispute process, and finally to KPDN or TTPM if necessary.
Whether you are cancelling because you no longer need fax services, because costs are too high, or because you are switching to a competitor, Yafee is here to support you. Our platform has helped thousands of consumers cancel unwanted subscriptions, dispute unauthorised charges, and recover refunds across Malaysian and international services. If you encounter resistance from Hellofax or face unexpected charges, Yafee's contract law specialists can review your evidence, advise you on your legal position, and guide you through the formal complaint process with KPDN or TTPM.
Your cancellation should take no more than 5 to 10 minutes to complete. Take your time, follow every step, and keep your proof. Yafee is committed to ensuring your cancellation is final and your account remains closed. Begin your cancellation today and regain control of your subscriptions.
Contact information for Hellofax support
If you need to contact Hellofax directly before or after cancellation, use these channels:
- Email: [email protected]
- Phone (United States): 415-766-0273 (note: this is a US number; expect higher call costs from Malaysia)
- Web portal: app.hellofax.com
- No local Malaysian office or live chat support is currently available
For complaints and escalation regarding consumer rights, contact:
- Kementerian Perdagangan Domestik dan Kos Sara Hidup (KPDN): www.kpdn.gov.my or call 03-8000 8000
- Tribunal Tuntutan Pengguna Malaysia (TTPM): www.ttpm.org.my or visit your nearest office
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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