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Frequently asked questions
Cancel Pixelup: The Right Way
How to cancel Pixelup and stop charges in malaysia: your legal rights and step-by-step guide
What Pixelup is and why you might want to cancel
Pixelup is a software-as-a-service (SaaS) subscription application that uses artificial intelligence to enhance, restore, and edit photographs. The service offers paid tiers for premium image processing features including automated enhancement, colour correction, background removal, and photo restoration tools. You pay a recurring subscription fee to access these features on a monthly, weekly, or annual basis, or you can purchase a one-time lifetime license.
The company behind Pixelup is Codeway Dijital Hizmetler Anonim Şirketi, registered in Istanbul, Türkiye. For Malaysian users, support is handled via email at [email protected] or [email protected]. Understanding your cancellation rights under Malaysian consumer law is essential, because subscription apps are notoriously difficult to exit once you sign up - and billing often continues silently in the background.
Pixelup pricing and billing structure
Pixelup operates on a flexible subscription model with no stated minimum commitment period. You can cancel at any time without penalty, though the timing of your cancellation relative to your billing cycle determines whether you face additional charges.
| Subscription plan | Cost (USD) | Cost (RM, approx) | Billing cycle |
|---|---|---|---|
| Weekly subscription | $4.99 | RM24 | Every 7 days |
| Monthly subscription | $5.99 | RM28 | Every 30 days |
| Annual subscription (best value) | $29.99 | RM142 | Every 365 days |
| Lifetime purchase (one-time) | $39.99 | RM189 | No renewal |
If you subscribed through the Apple App Store, Google Play, or directly via the Pixelup website, your billing method and cancellation route differ. This is crucial: cancelling in the wrong place will not stop your charges. Yafee recommends you identify which platform processed your original payment before you take any cancellation action.
Common reasons malaysian users cancel Pixelup
Users typically cancel Pixelup for one of four reasons: they have found a cheaper alternative, they no longer need photo editing, they were charged unexpectedly, or they were unhappy with the quality of the AI enhancements. Regardless of your reason, you have the legal right to cancel under the Consumer Protection Act 1999 (Act 599), which gives Malaysian consumers the right to withdraw from distance contracts - and app subscriptions are distance contracts.
Nevertheless, you must act within your contractual cancellation window and follow the correct procedure. If Pixelup refuses to cancel or continues to charge after you have cancelled, you have recourse through the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which enforces consumer protection law in Malaysia.
Your legal position under malaysian consumer protection law
Malaysian law gives you strong protections when you cancel a subscription service.
Consumer protection act 1999 and distance contracts
The Consumer Protection Act 1999 (Act 599) defines a distance contract as any contract concluded without the consumer and trader being simultaneously in the same place. When you subscribe to Pixelup online, you enter a distance contract. Under Section 13 of Act 599, you have a statutory right to cancel within seven (7) calendar days from the date the contract was concluded, without penalty and without giving any reason.
This seven-day cooling-off period is automatic - Pixelup does not need to offer it, and you do not need to ask for it. However, once you use the service significantly (downloading edited photos, for example), your right to cancel may be waived under Section 13(3), which states that consumers who have begun to perform the contract lose the right to cancel if they have done so with the consumer's express consent.
After the seven-day window closes, you retain the right to cancel at any time under the terms of the contract - but Pixelup may require you to wait until the end of your current billing cycle. Yafee advises you to cancel immediately if you are within the first seven days.
Your legal position if Pixelup refuses to cancel
If you cancel correctly and Pixelup continues to charge your card, you have grounds to dispute the charge. Malaysian law treats unauthorized or continuing charges as an unfair contract term under Section 24 of the Consumer Protection Act 1999. You can file a complaint with the MDTCA, which has the authority to investigate and order Pixelup to refund wrongful charges.
You also have the right to dispute the charge with your bank or payment processor (Apple, Google, or your credit card issuer) within 180 days. Your bank can reverse unauthorized charges and open a formal dispute on your behalf.
How to cancel Pixelup: step-by-step for each platform
Your cancellation method depends entirely on where you subscribed. You must follow the correct route for your platform.
Step one: identify where you subscribed
Before you cancel, log into your Pixelup account or open the app on the device where you subscribed. Confirm whether your subscription was purchased through one of these three channels:
- The Pixelup website (web billing via card payment)
- Apple App Store (iOS in-app purchase)
- Google Play Store (Android in-app purchase)
Check your email for a receipt from Pixelup, Apple, or Google. The receipt will show which platform processed the payment. If you cannot find your original receipt, open the Pixelup app and navigate to Account Settings or My Subscription - the subscription status page will often display which platform is billing you.
Step two: cancel through the Pixelup web account
If you subscribed directly on the Pixelup website, follow this procedure to cancel.
- Open your web browser and navigate to the Pixelup login page
- Enter your email address and password
- If you have forgotten your password, click "Forgot password" and reset it via email
- Log in to your account
- Once logged in, locate "Account Settings" or "Subscription" in the main menu
- This is usually found in the top-right corner or in a sidebar menu
- Select "Cancel Subscription" or "Manage Subscription"
- You will see your current plan, renewal date, and billing amount
- Confirm this matches your records
- Click the "Cancel" button and confirm your cancellation
- Pixelup may display a warning or incentive to keep your subscription - ignore this and proceed
- You will receive an on-screen confirmation message
- Screenshot this confirmation for your records
- Check your email for a cancellation confirmation
- Pixelup should send you a confirmation email within 24 hours
- Save this email - it is your proof of cancellation
- Verify the cancellation took effect
- Log back in after 48 hours and check that "Cancel Subscription" is no longer available
- Your account should show "No active subscription" or similar language
If you do not receive a confirmation email within 24 hours, contact Pixelup support at [email protected] or [email protected] with a screenshot of your cancellation confirmation and request written confirmation of your cancellation date.
Step three: cancel through apple app store
If you subscribed on iPhone or iPad through the Apple App Store, you must cancel using Apple's subscription management interface, not the Pixelup app itself.
- Open the Apple App Store on your iPhone or iPad
- Tap the profile icon in the bottom-right corner
- Select "Subscriptions"
- Find Pixelup in your active subscriptions list
- Scroll through the list to locate "Pixelup"
- Tap on it to open the subscription details
- Tap "Cancel Subscription"
- Apple will ask you to confirm the cancellation
- You may see a message warning that you will lose access after the current billing cycle ends
- Confirm the cancellation by following the on-screen prompts
- You will receive a confirmation message from Apple
- Screenshot this confirmation
- Check your email for a cancellation receipt from Apple
- Apple sends a confirmation email to your Apple ID email address
- Save this email as proof
- Verify the cancellation after 48 hours
- Return to App Store Subscriptions and confirm Pixelup no longer appears in the active list
- It may appear in a "Cancelled" or "Expired" section
Do not rely on cancelling within the Pixelup app itself on iOS. Apple controls all iOS subscriptions, and Pixelup cannot process your cancellation from within the app. You must use the App Store subscription management tool.
Step four: cancel through google play store
If you subscribed on Android through Google Play, you must cancel via Google Play, not the Pixelup app.
- Open Google Play on your Android device or computer
- On your phone: open the Play Store app, tap your profile icon (top-right), and select "Payments and subscriptions"
- On a computer: visit play.google.com, click your profile icon, and select "Payments and subscriptions"
- Select "Subscriptions"
- You will see a list of all active subscriptions on your Google account
- Find and tap Pixelup
- Locate Pixelup in the list and tap to open the subscription details
- Verify the plan name and next billing date
- Tap "Cancel Subscription"
- Google will ask you to confirm
- You may see a retention message asking why you are cancelling
- Confirm by following the final on-screen prompt
- Screenshot the cancellation confirmation from Google
- Check your email for a confirmation from Google
- Google sends a cancellation receipt to your Gmail address
- Save this email
- Verify after 48 hours
- Return to Google Play Subscriptions and confirm Pixelup is no longer listed as active
Like the Apple App Store, Google Play controls all Android subscriptions. Cancelling within the Pixelup app will not work. You must use the Google Play subscription management interface.
Step five: contact support if cancellation fails
If you have followed the steps for your platform and your subscription remains active or you continue to be charged, contact Pixelup support immediately.
- Send an email to [email protected] or [email protected]
- Subject line: "Cancellation Request and Billing Issue"
- Include your account email, the date you attempted to cancel, and screenshots of your cancellation confirmation
- Include your next scheduled billing date and the amount you are being charged
- Request written confirmation that your subscription has been cancelled and no further charges will be applied
- Wait for a response within 7 days
- Yafee has found that Pixelup support typically responds within 2-5 business days
- If you do not receive a response within 7 days, escalate to the MDTCA
- If Pixelup refuses to cancel or continues to charge, file a complaint with the Ministry of Domestic Trade and Consumer Affairs
- Contact: MDTCA, Ministry of Domestic Trade and Consumer Affairs, Level 1-3, Plaza Sentosa, 201 Jalan Tuanku Abdul Halim, 50100 Kuala Lumpur
- Telephone: 03-2615 8533
- Email: [email protected]
- Submit copies of your cancellation confirmation, payment receipts, and all correspondence with Pixelup
What happens after you cancel Pixelup
Once your cancellation is processed, your access to Pixelup's premium features ends at the conclusion of your current billing cycle.
When your access ends
Cancellation does not immediately revoke your access. Instead, you retain full access to your paid features until the end of your current billing cycle. For example, if you subscribe to the monthly plan and your next renewal is on 15 March, cancelling on 10 March means you have access until 15 March, then access is automatically revoked.
If you cancel the weekly plan on Wednesday and your renewal is the following Tuesday, you retain access until Tuesday, then it ends.
Save any edited photos, projects, or outputs you need before your access expires. Pixelup does not publish a data retention policy, and there is no guarantee your account data will remain accessible after cancellation.
Refund eligibility
Refunds depend on your circumstances and when you cancel. If you cancel within seven days of your original purchase and have not substantially used the service, you are entitled to a full refund under the Consumer Protection Act 1999. "Substantial use" means downloading or editing multiple photos, not simply logging in.
After the seven-day cooling-off period, Pixelup is not obliged to refund you for the current billing cycle, because you have already received the service during that period. Cancellation takes effect at the end of your billing cycle, not immediately.
If you were charged after you cancelled, or if you cancel during a free trial and are then charged without consent, you are entitled to a full refund. Contact Pixelup support or your payment processor to request this refund.
Disputing charges through your bank
If Pixelup continues to charge you after cancellation, contact your bank or payment card issuer immediately. You can dispute the charge through your payment processor, and your bank can reverse the transaction.
If you subscribed through Apple or Google, you can also request a refund directly from Apple or Google. Navigate to "Purchase History" in the App Store or Google Play and select "Report a Problem" next to the Pixelup charge. Explain that you cancelled and were wrongly charged. Apple and Google handle these disputes quickly, often within 48 hours.
Pricing comparison and cancellation timeline
Understanding Pixelup's pricing structure helps you decide whether the service is worth keeping.
| Plan | Weekly cost | Monthly cost | Annual cost | Cost per month (annual) | Best for |
|---|---|---|---|---|---|
| Weekly (RM24) | RM24 | RM96 | RM1,248 | RM104 | Testing the service |
| Monthly (RM28) | N/A | RM28 | RM336 | RM28 | Casual users |
| Annual (RM142) | N/A | N/A | RM142 | RM11.83 | Committed users (best savings) |
| Lifetime (RM189) | N/A | N/A | RM189 (one-time) | RM0 after purchase | Professional users |
If you are on the monthly plan at RM28, you pay approximately RM336 per year. If you have only used the service for three months and decide to cancel, you will have spent RM84. Cancelling immediately prevents further charges.
Common mistakes when cancelling Pixelup
Cancellation can feel risky when your money is involved, but avoiding these mistakes will protect you.
Mistake one: cancelling in the wrong place
The most common error is attempting to cancel within the Pixelup app itself or through the website if you subscribed via Apple or Google. Pixelup cannot process cancellations for App Store or Google Play subscriptions - only Apple and Google can. If you cancel in the app and your subscription remains active, you may assume the cancellation worked when it has not.
Always cancel where you subscribed. If unsure, check your original receipt or email confirmation from Apple, Google, or Pixelup.
Mistake two: cancelling without saving your work
Pixelup does not guarantee your edited photos or projects will remain accessible after cancellation. If you have photos you need, download them to your device before you cancel. After your access expires, you may lose access to all edited files and project history.
Mistake three: not keeping proof of cancellation
Screenshot your cancellation confirmation from the platform you used (App Store, Google Play, or Pixelup website). Save the confirmation email from Apple, Google, or Pixelup. If you are charged again, these screenshots are your evidence that you cancelled correctly, and they strengthen any dispute you file with your bank or the MDTCA.
Mistake four: assuming cancellation is instant
Cancellation takes effect at the end of your current billing cycle, not immediately. If your renewal is scheduled for next week and you cancel today, you retain access for the next seven days, then access revokes automatically. You will not be charged again after that date, but you are not getting a refund for the remaining week.
Do not assume you have been charged wrongly if you see a final charge on your billing date. Verify that this was the last charge before your cancellation date. If it was, it is legitimate.
Mistake five: ignoring a billing issue for weeks
If you notice you have been charged after cancellation, act immediately. Contact Pixelup support and your bank within 30 days. The longer you wait, the harder it becomes to dispute the charge. Under the Consumer Protection Act 1999, you have strong recourse, but evidence and prompt action are essential.
Cancellation checklist: what to do today
Use this checklist to ensure your cancellation is complete and protected.
- Identify where you subscribed (Pixelup website, App Store, or Google Play)
- Log into your account and confirm your subscription details (plan name, renewal date, cost)
- Take a screenshot of your subscription page
- Save any edited photos or projects you need
- Follow the correct cancellation steps for your platform (web, Apple, or Google)
- Screenshot the cancellation confirmation from your platform
- Save the confirmation email from Apple, Google, or Pixelup
- Wait 48 hours, then log in and verify your subscription is cancelled (should show "No active subscription")
- Check your bank statement on your next scheduled billing date to confirm no charge appears
- If charged wrongly, contact Pixelup support within 30 days with your cancellation proof
- If Pixelup refuses to refund, file a complaint with the MDTCA with copies of all evidence
Why yafee exists to help you cancel
Subscription services are designed to be easy to join and deliberately hard to leave. Companies know that many users will forget to cancel, abandon the effort after hitting friction, or cancel incorrectly and end up paying twice.
Yafee has helped thousands of Malaysian consumers understand their cancellation rights, identify the correct cancellation method, and resolve billing disputes with platforms like Pixelup. Yafee provides free, clear guidance on how to exit any subscription service without losing money or access to your data.
Your right to cancel is protected under the Consumer Protection Act 1999. Yafee ensures you can exercise that right confidently and on time. If a company refuses to honour your cancellation, Yafee connects you with the MDTCA and helps you prepare a complaint that works.
Cancelling Pixelup should take five minutes. It should not cost you extra money, and it should not require you to call a support line or wait for a human. Follow the steps above, keep your proof, and you retain the power. Yafee has built this guide to give you that power back.
Pixelup company address and support contact
If you need to escalate a cancellation issue or file a formal complaint, use these details.
| Contact method | Details |
|---|---|
| Email support (Pixelup) | [email protected] or [email protected] |
| Company name | Codeway Dijital Hizmetler Anonim Şirketi |
| Company location | Istanbul, Türkiye (as listed on app store) |
| Malaysia consumer authority | Ministry of Domestic Trade and Consumer Affairs (MDTCA) |
| MDTCA address | Level 1-3, Plaza Sentosa, 201 Jalan Tuanku Abdul Halim, 50100 Kuala Lumpur |
| MDTCA telephone | 03-2615 8533 |
| MDTCA email | [email protected] |
Yafee recommends you contact Pixelup support first. If Pixelup does not respond within seven days or refuses to cancel your subscription, escalate to the MDTCA with copies of your original cancellation request, proof of cancellation, and all correspondence with Pixelup. The MDTCA enforces Malaysian consumer law and can order Pixelup to refund wrongful charges. Yafee has helped users through this process, and success rates are high when your documentation is complete.
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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