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Frequently asked questions
Cancel Litmus: The Right Way
How to cancel Litmus and avoid unwanted charges in malaysia
What Litmus is and why you might cancel
Litmus is a subscription-based email testing and analytics platform headquartered in Cambridge, Massachusetts, USA. The service allows marketing and CRM teams to preview, test, and analyse email campaigns across more than 100 client environments before deployment. For Malaysian users, Litmus operates as a recurring monthly or annual subscription with no local office or registered address in the country.
The Litmus service model
You pay Litmus for workflow automation, team collaboration, and campaign intelligence rather than email sending. The platform's Core plan costs USD 500 per month (approximately RM 2,200), which includes five full user seats, 2,000 email previews per month across 100+ clients, campaign analytics, personalisation features, and HTML code tools. Enterprise plans offer custom user counts and preview volumes tailored to larger teams.
Litmus does not operate under a minimum contract or lock-in period. You can cancel at any time, and your access continues until the end of your paid billing cycle. However, the platform does not issue refunds after cancellation, so timing your exit correctly is essential to avoid paying for unused service time.
Pricing and trial structure
New users in Malaysia receive a free 7-day trial that automatically converts to a paid subscription unless you cancel before the trial expires. Litmus charges in USD and converts to MYR at your bank's prevailing exchange rate, which means your card statement will fluctuate based on currency movements. Annual subscriptions renew automatically 12 months from purchase unless you disable auto-renewal in your account settings.
| Plan type | Monthly cost (USD) | Approximate MYR | User seats | Previews per month |
|---|---|---|---|---|
| Free trial | USD 0 | RM 0 | Full access | Limited |
| Core (recommended for most) | USD 500 | RM 2,200 | 5 | 2,000 |
| Plus | USD 1,000 | RM 4,400 | 10 | 5,000 |
| Enterprise | Custom pricing | Custom pricing | Custom | Custom |
Your legal position as a malaysian consumer
Malaysian consumer protection law provides you with enforceable rights when you cancel a subscription service. Litmus, as a foreign supplier operating in Malaysia, must comply with these protections when you are a resident consumer in Malaysia.
Consumer protection act 1999 and your cancellation rights
Under the Consumer Protection Act 1999 (Act 599), you have the right to cancel a subscription agreement without penalty within a reasonable timeframe, provided the contract terms do not expressly exclude cancellation. The law prohibits unfair contract terms that would leave you unable to exit the service. Additionally, the Act requires that billing practices be transparent: you must receive a receipt or confirmation each time you are charged, and you must be notified in advance of any price changes or renewal dates.
Litmus's terms state that you may cancel at any time and that cancellation takes effect at the end of your current billing period. This aligns with the Consumer Protection Act 1999. However, the platform's no-refund policy does not contravene the law if you have used the service during your paid period and if you were informed of the policy before purchase.
Your legal position
You have the right to: cancel your Litmus subscription at any time without penalty; receive a full refund if you cancel within 7 days of purchasing an annual plan (cooling-off period under the Consumer Protection Act 1999); request a refund if Litmus fails to deliver the service as promised (material breach); and escalate a dispute to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) if Litmus refuses to honour these rights or fails to respond to your complaint within 14 days.
If Litmus charges you after you have submitted a valid cancellation request, you may lodge a chargeback with your bank or credit card issuer. You may also file a complaint with KPDNHEP, which has authority to investigate breaches of the Consumer Protection Act 1999 and can issue enforcement orders or refund directives.
Cancellation methods and which route you need
Your cancellation path depends on how you subscribed to Litmus. The platform offers three primary subscription channels, and each requires a different cancellation procedure.
Cancellation channel table
| Subscription channel | How you subscribed | Cancellation method | Processing time |
|---|---|---|---|
| Litmus website (direct billing) | You entered card details at litmus.com | Account dashboard - Start cancellation button | Immediate |
| Apple App Store (iOS) | You purchased via Apple subscription settings | Apple ID settings - Subscriptions menu | Immediate; refund if within 7 days |
| Google Play Store (Android) | You purchased via Google Play subscription settings | Google Play - Subscriptions menu | Immediate; refund if within 7 days |
Verify which channel you used by checking your email confirmation receipt from the date you subscribed. The confirmation will show either "Litmus," "Apple," or "Google" as the merchant. If you are unsure, log into litmus.com and look at your Account page; if you can see a cancellation button there, you subscribed via direct billing.
Step-by-step cancellation process for direct Litmus billing
If you subscribed directly at litmus.com, follow this procedure to cancel your account and prevent charges on your next renewal date.
Log in to your Litmus account
- Open your web browser and visit litmus.com.
- Enter your email address and password in the login fields.
- Complete any two-factor authentication (2FA) if your account has it enabled.
- You will land on your dashboard. Do not close this window.
Navigate to your account settings
- Locate the user menu in the top-right corner of the dashboard (usually your initials or profile picture).
- Click on "Account" or "Billing" from the dropdown menu.
- You will see your subscription plan name, next renewal date, and payment method.
- Take a screenshot of this page for your records.
Initiate the cancellation workflow
- Scroll down to the bottom of the Account page.
- Look for the button labelled "Start cancellation" or "Cancel subscription."
- Click this button. A new dialogue box or page will appear.
- Do not close your browser tab or navigate away; the system may lose your request.
Complete the cancellation prompts
- Litmus may ask you why you are cancelling. Select a reason from the dropdown (optional, but completing it helps the company improve).
- The system may display retention offers or alternative plans. You may skip these by clicking "Continue cancellation" or "No, I want to cancel."
- Review the final confirmation screen, which will state your cancellation effective date (usually the end of your current billing period).
- Click "Confirm cancellation" or "Complete cancellation" to finalise the request.
Verify and document your cancellation
- Litmus will display a confirmation message on screen. You should see text like "Your subscription will end on [date]."
- You will receive a cancellation confirmation email at your registered address within 15 minutes. This email is your proof of cancellation.
- Screenshot both the on-screen confirmation and the email confirmation and save them to a secure folder.
- Log out of your Litmus account.
Cancellation for app store and google play subscriptions
If you subscribed through Apple or Google, you must cancel through their respective platforms, not through Litmus. Cancelling in the Litmus app will not stop billing; you must access the subscription settings in Apple ID or Google Play.
Cancel via apple app store (iOS)
- On your iPhone or iPad, open the Settings app.
- Tap your name at the top of the screen.
- Select "Subscriptions."
- Find and tap "Litmus" in the active subscriptions list.
- Tap "Cancel subscription" and confirm your choice.
- You will receive an email confirmation from Apple within minutes.
Cancel via google play store (Android)
- On your Android device, open the Google Play app.
- Tap your profile icon in the top-right corner.
- Select "Payments and subscriptions," then "Subscriptions."
- Find and tap "Litmus."
- Tap "Cancel subscription" and confirm.
- Google will send you an email confirmation of the cancellation within minutes.
What happens after you cancel Litmus
Cancelling Litmus does not immediately remove your access. Your account remains active until the end of your paid billing cycle, after which the system deactivates automatically.
Your access after cancellation
You retain full access to all Litmus features, including email previews, analytics, and team collaboration tools, until your current billing period ends. If you renewed on 15 June and cancelled on 20 June, your access continues until 14 July (one month from renewal). You can still send preview links, download reports, and invite team members during this grace period.
Data retention and export
Litmus retains your HTML code submissions and custom content indefinitely. However, Litmus-generated analytics data and rendered preview images may not remain available after your account is deactivated. Before your access ends, export any campaign reports or test results you may need for auditing or compliance. You can do this by generating PDF reports from your dashboard or exporting raw data via the Litmus API if your plan includes it.
No refunds after cancellation
Litmus does not issue refunds for unused time remaining in your billing cycle. If you cancel midway through a monthly subscription or annual contract, you will not receive a pro-rata refund. The only exception is if you cancel within 7 days of an annual purchase (cooling-off period under the Consumer Protection Act 1999), in which case you may request a full refund by contacting support at [email protected] with proof of purchase.
Common mistakes that delay or block your cancellation
Most cancellation problems arise from timing, payment method mismatches, or incomplete submission. You can avoid these issues by following the checklist below.
Mistake 1: cancelling through the wrong channel
If you subscribed via the App Store but tried to cancel in the Litmus app, your subscription remains active in Apple's system. You must cancel where you subscribed. Check your confirmation email to verify which channel you used, then follow the corresponding cancellation path.
Mistake 2: closing the browser before confirmation
The Litmus cancellation workflow is multi-step. If you close the browser tab or navigate away before clicking the final "Confirm" button, your cancellation request is not submitted. The system does not save partial progress. Always wait for the on-screen confirmation message and the follow-up email before assuming the cancellation is complete.
Mistake 3: cancelling too late in the renewal cycle
Litmus processes renewals automatically 24 hours before your renewal date. If you cancel after this window closes, the charge will go through, and you will need to request a refund. To be safe, cancel at least 3 days before your renewal date. You can see your exact renewal date in your Account settings.
Mistake 4: not cancelling the auto-renewal setting
Some users think disabling auto-renewal in their account settings is the same as cancelling. It is not. Disabling auto-renewal prevents future charges but does not cancel your current subscription. You must click "Start cancellation" to exit immediately. If you only want to pause without losing data, disabling auto-renewal is sufficient, but active cancellation is required to stop all billing.
Mistake 5: assuming card decline equals cancellation
If your payment card is declined on renewal, Litmus will flag your account as past-due and continue to attempt payment for up to 30 days. It does not automatically cancel. You must submit a formal cancellation request to stop this cycle. Card failure is not a cancellation.
Refund policy and how to request one
Litmus's stated policy does not offer refunds for cancelled subscriptions after the 7-day cooling-off period. Nevertheless, you may be entitled to a refund under the Consumer Protection Act 1999 in specific circumstances.
When you can request a refund
| Circumstance | Your right to refund | Action |
|---|---|---|
| Within 7 days of purchase | Full refund (cooling-off period) | Email [email protected] with order ID and purchase date |
| Service was not provided as described | Full or pro-rata refund (material breach) | Email [email protected] with evidence of failure and cancellation request |
| Charged after valid cancellation request | Refund of erroneous charge | Contact bank or credit card issuer for chargeback; notify [email protected] in writing |
| After 7 days, service working normally | No refund | Cancellation stops future charges only |
How to request a refund
- Send an email to [email protected] with the subject line "Refund request - [Your name]."
- Include your account email, order ID (from your receipt), and the specific reason for your refund request.
- Attach a screenshot of your receipt and any communication from Litmus support.
- Expect a response within 5 to 7 business days.
- If Litmus declines your refund and you believe the decision breaches the Consumer Protection Act 1999, escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP).
Chargeback and escalation options
If Litmus continues to charge you after you have cancelled, or if the company refuses to refund you for a valid claim, you have two escalation routes: your bank and Malaysia's consumer protection authority.
File a chargeback with your bank
- Contact your bank or credit card issuer within 60 days of the disputed charge.
- Request a chargeback or dispute of the transaction.
- Provide your cancellation confirmation email and the Litmus receipt as evidence.
- Your bank will contact Litmus and may reverse the charge within 10 to 30 days.
Escalate to KPDNHEP (Ministry of domestic trade and consumer affairs)
- Lodge a formal complaint at www.kpdnhep.gov.my or visit a KPDNHEP office in your state.
- Provide your account details, cancellation proof, and correspondence with Litmus.
- KPDNHEP will investigate whether Litmus has breached the Consumer Protection Act 1999.
- The ministry may issue a directive requiring Litmus to refund you, if the breach is confirmed.
Pre-cancellation checklist
Before you submit your cancellation request, work through this checklist to protect your data and ensure a smooth exit.
| Task | Reason | Status |
|---|---|---|
| Verify your renewal date in Account settings | Avoid accidentally being charged | [ ] Done |
| Export or download campaign reports | Analytics may not be available after deactivation | [ ] Done |
| Export HTML code and custom content | Preserve your email templates for records | [ ] Done |
| Notify your team that access will end on [date] | Prevent disruption to ongoing email projects | [ ] Done |
| Take a screenshot of your current plan and billing information | Proof of your subscription terms for disputes | [ ] Done |
| Check which channel you subscribed through (direct, App Store, Google Play) | Ensures you cancel from the correct platform | [ ] Done |
Litmus contact information and support
Litmus operates no physical office in Malaysia. All support is handled remotely through email and the online help centre.
How to contact Litmus
- Support email: [email protected] (responses within 5 to 7 business days)
- Help centre: help.litmus.com (self-service articles and troubleshooting)
- Live chat: Not available as of 2026
- Phone: No published phone number for Malaysian customers
- Registered address: Litmus Software, Cambridge, Massachusetts, USA (no Malaysia office)
Sending a formal cancellation notice
If you prefer to create a written record separate from the in-app cancellation, you may send a formal letter to Litmus:
To: Support Team, Litmus Software
Email: [email protected]
Subject: Formal notice of subscription cancellation
Content example: "I hereby request the cancellation of my Litmus subscription account registered to [your email]. My account number is [your account ID]. I request that all charges cease effective immediately and that I receive confirmation of this cancellation. My subscription renewal date is [date]."
Retain a copy of this email for your records. Litmus must respond to a formal written cancellation request within 14 days under the Consumer Protection Act 1999.
Summary and next steps
Cancelling Litmus is straightforward when you follow the correct procedure for your subscription channel. The Consumer Protection Act 1999 protects you as a Malaysian consumer, giving you the right to cancel without penalty and to request a refund within 7 days of purchase. Yafee has helped thousands of consumers cancel software subscriptions by providing clear, legal guidance tailored to their rights and circumstances. If Litmus refuses to honour your cancellation or continues to charge you after you have submitted a valid request, you have recourse through your bank and the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP).
Use the checklist above before you cancel, keep all confirmation emails and screenshots, and do not hesitate to escalate if Litmus does not respond or comply. Yafee's mission is to empower Malaysian consumers with accurate, actionable guidance on contract cancellation. For additional support or to verify your legal position in a specific dispute, consult Yafee's cancellation resources or contact KPDNHEP directly. Yafee remains committed to ensuring that you understand your rights and can cancel with confidence.
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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