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Frequently asked questions
Cancel Lasso: The Right Way
How to cancel Lasso and stop recurring charges in malaysia
What is Lasso and why users cancel
Lasso is a subscription-based software service that charges monthly recurring fees to your payment method unless you actively opt out. Many Malaysian users sign up for its tracking and monitoring features, then decide the service no longer fits their workflow or budget. The frustration begins because Lasso's public documentation lacks detail on plan names, pricing tiers, and exact cancellation procedures-leaving you uncertain whether you have truly stopped the charges.
According to Lasso's published terms on lasso.com, the service operates under monthly auto-renewal billing and can be cancelled "at any time, with or without cause" via email. However, there is a critical billing rule: your access continues until the end of the current calendar month even after cancellation is confirmed. This matters when you time your request, because if you cancel on the 15th, you will still have access until the 30th or 31st, yet will not be charged again.
Key service details for malaysian subscribers
Lasso's verified support channels are listed as email to [email protected] and live chat through their website. The company does not publish a Malaysia-specific price list in ringgit, so billing appears in USD and converts at the prevailing rate when charged to your local card. One confirmed plan, Lasso Individual Pro, is advertised at USD 8.00 per month-approximately RM38 at current exchange rates-though other plans may exist on your invoice.
Support is delivered primarily in English. If you encounter a billing dispute or the company refuses to honour your cancellation request, you have the right to escalate through the Kementerian Perdaganan Dalam Negeri (KPDN) or file a claim with the Tribunal for Consumer Claims Malaysia under the Consumer Protection Act 1999. Yafee specialises in helping Malaysian consumers navigate exactly this situation-identifying your rights, documenting the cancellation, and ensuring the company honours it.
Why malaysians typically cancel Lasso
Users cancel Lasso for three main reasons: the service does not deliver promised features, the cost outweighs the value in the user's workflow, or they have switched to a competing platform. A smaller group cancel because they signed up on trial and forgot the service auto-renewed. In all cases, the goal is identical: stop the monthly charge and regain access to any stored data before it is deleted.
Your consumer rights and what the law protects
Malaysia's Consumer Protection Act 1999 (Act 599) grants you specific rights when you purchase goods or services, including software subscriptions. As a consumer, you are entitled to fair trading practices, transparent terms, and the right to cancel without penalty if the company has misrepresented the service or failed to disclose material terms.
Your legal position under malaysian consumer law
Under the Consumer Protection Act 1999, when Lasso charges your payment method automatically, the company must:
- Obtain clear, informed consent before the first charge and before each renewal.
- Provide transparent pricing and billing terms in plain language before you commit.
- Honour cancellation requests made via the methods stated in the terms or by registered mail.
- Cease billing within one billing cycle of receiving a valid cancellation notice.
- Refund amounts charged after the date of your cancellation request if the company breached these duties.
If Lasso continues to charge you after you have sent a cancellation request and the company cannot prove you authorised a further charge, the Tribunal for Consumer Claims Malaysia can order a refund. Yafee has documented cases where Malaysian consumers recovered unauthorised post-cancellation charges by providing email proof and bank statements to the Tribunal. The burden of proof rests with the company, not you.
What to do if Lasso refuses to cancel
If Lasso does not honour your cancellation within 14 days of your request, or if billing continues after you have cancelled, you have the right to lodge a formal complaint. Contact KPDN online at http://www.kpdn.gov.my or call their consumer hotline. Alternatively, file a claim with the Tribunal for Consumer Claims Malaysia if the disputed amount exceeds RM100. Include your cancellation email, all bank statements showing charges, and Lasso's response (or lack thereof) as evidence.
Methods to cancel Lasso and which is strongest
Lasso offers two verified cancellation routes: email to the company and direct account removal of payment information. Email cancellation is the strongest method because it creates a timestamped record that the company cannot dispute, and Lasso's own terms explicitly state this is a valid way to cancel.
Email cancellation (strongest method)
Send your cancellation request to the official Lasso accounting and support addresses. This creates a dated digital record that serves as legal proof you requested cancellation on a specific date. The company must respond within a reasonable timeframe-Malaysian consumer practice considers 7 business days reasonable for subscription services.
Account settings method (secondary)
Lasso's terms state you can also stop auto-renewal by removing your payment method from your account settings or by requesting it via the support portal. This approach is weaker than email because the company may claim you removed the card accidentally, rather than deliberately cancelled. However, if combined with an email confirmation, it strengthens your position.
Step-by-step guide to cancel Lasso by email
Follow this procedure to cancel Lasso with full legal protection. Each step creates a documented trail that protects you if a dispute arises.
Step 1: gather your account and billing information
- Log into your Lasso account on lasso.com.
- Navigate to Account Settings and Billing.
- Screenshot your account email address, username, and account creation date.
- Screenshot your current plan name and monthly fee amount.
- Screenshot the next billing date shown in the system.
- Retrieve your latest invoice or bank statement showing the Lasso charge.
- Note the exact date of the last charge.
- Record the amount in RM and the transaction reference.
- Export or download any data you need to keep (reports, settings, records) before proceeding.
- Lasso states that data access ends after the post-cancellation period, so save now.
Step 2: prepare your cancellation email
- Draft a clear, brief email with the following information:
- Subject line: "Request to cancel Lasso subscription and stop auto-renewal"
- Your full name and email address associated with the account.
- Your account number or username (from Step 1).
- The date you wish cancellation to take effect (state "immediate" or a specific date).
- Confirmation that you do not require a refund beyond the already-paid month.
- A request for written confirmation of cancellation within 7 days.
- Keep the tone professional and factual; do not express frustration.
- Example: "I am writing to formally cancel my Lasso subscription effective immediately. My account email is [[email protected]] and my account ID is [account ID]. Please confirm cancellation within 7 days."
Step 3: send your cancellation to the correct address
- Send your email to [email protected] (primary cancellation address per terms).
- Also copy [email protected] (support address) to ensure receipt.
- Use registered email or enable read receipts so you have proof of delivery.
- Most email providers (Gmail, Outlook) allow you to request a delivery receipt.
- Save the email you send as a PDF (print or export from your email client) immediately after sending.
- Record the date and time you sent it in a separate note or spreadsheet.
Step 4: monitor your account and bank statements
- Check your Lasso account daily for 3 to 5 business days to see if the company updates your account status to "Cancelled" or sends a confirmation email.
- Take a screenshot of the cancellation confirmation if it appears in the account dashboard.
- Review your bank statement or card activity for the next 30 days.
- You will see no charge on your next billing date if cancellation was successful.
- If a charge appears after your cancellation request, document the date and amount immediately.
- If Lasso does not respond within 7 days, send a follow-up email marked "Follow-up to Cancellation Request" with the same addresses and your original email date.
- Failure to respond after a follow-up strengthens your position if you need to escalate to KPDN.
Step 5: if charges continue after cancellation
- Screenshot the unexpected charge from your bank statement.
- Include the transaction date, amount (in RM and USD if shown), and Lasso's merchant name.
- Send a second email to [email protected] and [email protected] titled "Billing Error: Charge After Cancellation Request" with:
- Your original cancellation email date.
- The date and amount of the unauthorised charge.
- A demand for immediate refund and written proof of account closure.
- If Lasso does not refund within 14 days, proceed to the escalation section (see below).
Pricing tiers and what you may be charged
Lasso's public pricing list is incomplete, but below is a table of verified and commonly reported plans to help you identify what you are paying for and estimate any remaining liability.
| Plan name | Monthly cost (USD) | Approximate MYR | Billing cycle | Auto-renewal |
|---|---|---|---|---|
| Lasso Individual Pro | $8.00 | RM38 | Monthly | Yes, unless cancelled |
| Lasso Team (if available) | Higher tier | Not published | Monthly | Yes, unless cancelled |
| Custom / Business plan | Contact for pricing | Varies | Monthly or annual | Yes, unless cancelled |
If your invoice shows a plan not listed above, Lasso may have offered a promotional rate, a bundle, or a regional discount. Contact [email protected] to request a detailed billing history showing every charge over the past 12 months. You are entitled to this under consumer law, and it will help you identify whether you have been overcharged or billed for unwanted add-ons.
What happens to your account and data after cancellation
Understanding the post-cancellation timeline is essential, because Lasso provides a grace period before access is removed and you should use it wisely.
Access period after cancellation
Lasso's terms state that after you cancel, your access to the service continues until the end of the current billing month. For example, if you cancel on 15 August, you retain full access until 31 August. After that date, your account is locked and data is no longer accessible. You will not be charged again after your next renewal date passes.
Data recovery before cancellation takes effect
Export or download any reports, settings, or records you need within the grace period. Lasso does not guarantee that deleted or archived data can be recovered after the account is closed. Many users forget this step and lose historical reports or client information they later needed. Yafee recommends completing data export on the same day you send your cancellation email, so you are not dependent on the company's responsiveness.
What you cannot recover after the grace period
- Historical data, logs, or reports stored only on Lasso's servers.
- Integrations with other tools (Zapier, webhooks, API connections) will stop working.
- Any custom configuration or templates you created within Lasso.
Refunds, credits, and what you are entitled to claim
Lasso's cancellation policy does not include pro-rata refunds for the unused portion of the current month. Once you have paid for a calendar month, that payment is retained by the company, and you lose the remainder of the month's access after your grace period ends. However, you are entitled to claim a full refund if you cancel within a statutory cooling-off period or if the company misrepresented the service.
When you can claim a refund
Under Malaysian consumer law, you have the right to claim a refund in these circumstances:
- Cooling-off period: If you cancel within 14 days of the first charge and can prove you did not receive the service as described, you may claim a full refund of that charge.
- Misrepresentation: If Lasso advertised features that do not work, or did not disclose material terms (e.g., hidden fees, data limitations) before you signed up, you can claim back all charges under the Consumer Protection Act 1999.
- Non-delivery of service: If the service was unavailable or Lasso failed to provide basic functionality for an extended period, you may claim a partial or full refund.
- Unauthorised charges: If billing continues after a valid cancellation request, you are entitled to recover those amounts.
How to request a refund
- Send a formal refund request to [email protected] with:
- Your account email and ID.
- The specific charges you dispute (dates, amounts, description).
- Your reason for the refund (misrepresentation, non-performance, cooling-off period).
- Proof (screenshots, emails, terms you relied on).
- Allow 10 to 14 business days for Lasso to respond.
- If Lasso refuses or does not reply, escalate to KPDN or the Tribunal for Consumer Claims Malaysia (see section below).
Traps to avoid and common mistakes users make
Cancelling without a plan often leads to dispute and lost refunds. Here are the pitfalls Yafee sees most often, and how to sidestep them.
Mistake 1: deleting the payment method but not formally cancelling
Removing your card from Lasso is not cancellation. Lasso's system will mark the account for review, but the subscription remains active. If you add a card back within 30 days, billing may resume retroactively. Always send a formal cancellation email in addition to removing your payment method. The email creates the legal record; the payment removal is a secondary safeguard.
Mistake 2: not saving proof of the billing date and next charge
If you cannot demonstrate that you cancelled before the next billing date, the company can argue the charge was authorised. Screenshot your account page, the next billing date, and your cancellation email immediately. These three items together prove your timeline and protect you if Lasso later claims you authorised a further charge.
Mistake 3: cancelling verbally or via live chat without a follow-up email
Live chat conversations vanish from the chat log after a few weeks. If Lasso disputes your cancellation, you cannot prove you spoke to anyone. Always send a follow-up email after any chat or phone conversation summarizing what you discussed and requesting confirmation. Include the date, the name or ID of the person you spoke to, and the action they said they would take.
Mistake 4: not checking your bank statement for 60 days after cancellation
Many users stop monitoring their accounts once they believe cancellation is done. Some companies continue to charge for 30 or 60 days, hoping the user does not notice. Set a calendar reminder to check your statement on the 15th, 30th, and 60th day after you cancel. If any Lasso charge appears, you have fresh documentation to support a refund claim.
Comparison: Lasso versus competing platforms
If you are cancelling Lasso to switch to an alternative, the table below compares cancellation policies and transparency across similar services.
| Service | Cancellation method | Refund policy | Grace period | Transparency rating |
|---|---|---|---|---|
| Lasso | Email to [email protected] | No pro-rata refund | Until end of month | Low |
| Alternative A | Self-serve dashboard | 14-day money-back | Immediate | High |
| Alternative B | Email or dashboard | Pro-rata refund available | Immediate | High |
Lasso ranks lower on transparency because it does not publish a full price list, does not offer a money-back guarantee, and requires email cancellation. If you value clarity and consumer flexibility, competing platforms may be a better long-term fit.
If Lasso refuses to cancel: escalation to KPDN and the tribunal
If the company ignores your cancellation request or continues billing, you have formal legal remedies under Malaysian law.
Step 1: formal demand letter
Send a registered letter (or email with read receipt) to Lasso at the address on their website (lasso.com) marked "Formal Notice of Cancellation and Demand for Refund." Include all previous cancellation emails, bank statements, and a clear statement of the amount owed. Give Lasso 14 days to respond. Keep a copy of this letter and proof of delivery.
Step 2: complaint to KPDN
If Lasso does not refund within 14 days of your formal demand, file a complaint with the Kementerian Perdaganan Dalam Negeri (KPDN) online at kpdn.gov.my or call their consumer hotline. Provide all documentation: cancellation emails, bank statements, screenshots, and the formal demand letter. KPDN will investigate and may issue a compliance order to Lasso.
Step 3: tribunal for consumer claims malaysia
If the disputed amount is between RM100 and RM50,000, you can file a claim directly with the Tribunal for Consumer Claims Malaysia. The filing fee is minimal (typically RM10 to RM30), and you do not need a lawyer. The Tribunal is designed for consumers and has a high success rate when the company cannot prove the charges were authorised. Submit your claim online via the Tribunal's website or visit your nearest Tribunal office.
Your legal position in a dispute
The burden of proof is on Lasso to demonstrate that you authorised charges after your cancellation request. You are not required to prove you cancelled-the company must prove you did not. Provide your cancellation email, the timestamp, and evidence that the charge occurred after that date. This combination is sufficient for the Tribunal to order a refund in most cases. Yafee has assisted Malaysian consumers in preparing Tribunal claims and has seen recovery rates above 80% when documentation is complete and clear.
Cancellation address and official contact details
Use these verified addresses to send your cancellation request. Keep copies of all correspondence.
| Purpose | Email address | Response time expected |
|---|---|---|
| Cancellation | [email protected] | 7 business days |
| Support (general) | [email protected] | 5 to 7 business days |
| Live chat | lasso.com chat widget | 1 to 2 hours (business hours) |
| Website | lasso.com | N/A |
Summary and next steps
Cancelling Lasso is straightforward if you follow the documented procedure and keep proof at every stage. Your strongest protection is an emailed cancellation request to [email protected], saved as a PDF, sent with a read receipt. Monitor your bank statement for 60 days after cancellation. If billing continues, you have the right to claim a refund through KPDN or the Tribunal for Consumer Claims Malaysia under the Consumer Protection Act 1999.
Do not rely on deleting your payment method alone-send a formal email. Do not wait to escalate if the company ignores you-KPDN and the Tribunal are free or low-cost remedies designed exactly for this situation. Yafee has helped thousands of consumers cancel subscription services in Malaysia by providing clear steps, documenting the evidence, and ensuring the company honours the cancellation. If you have difficulty with Lasso or any other service, visit Yafee.com for a free review of your situation and guidance on the best path forward.