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Frequently asked questions
Cancel Time Out: The Right Way
How to cancel Time Out in malaysia and avoid surprise charges
What Time Out is and why malaysians are confused about cancelling
Time Out is a global media brand that publishes city guides, event listings, and lifestyle content across dozens of countries. Founded in London in 1968, the service has evolved from a print magazine into a digital publishing platform that combines free editorial content, paid subscriptions, and marketplace offers.
In Malaysia, the confusion around Time Out cancellation stems from a fundamental mismatch: the service does not maintain a strong localised subscription infrastructure for Malaysian users. Most Time Out content is free to read, yet the company offers optional paid features-primarily through its global website and mobile app channels-without a dedicated local billing page or customer support line in Malaysia.
Why Time Out cancellation is harder than it should be
Malaysian users report difficulty finding cancellation options because Time Out's paid offerings are not prominently advertised locally. Furthermore, when a free trial converts to a paid subscription-or when a user purchases an ad-free upgrade-the renewal process continues automatically unless you take deliberate action before the billing date arrives. Consequently, many people discover unexpected charges only after the renewal has already processed.
The absence of local phone support, live chat, or a Malaysia-specific billing dashboard means your cancellation request must navigate the global support system, which can be slow. Unlike dedicated subscription apps with obvious "Cancel Subscription" buttons, Time Out requires you to log in to your account, navigate to settings, and initiate the cancellation process manually-and then verify confirmation via email.
What you may have paid for on Time Out
Time Out offers multiple types of paid content and services, which explains why some users are uncertain whether they even have an active subscription. The most common charges include:
- Ad-free service upgrades (one-time or recurring)
- Free trial periods that automatically convert to paid subscriptions
- Voucher purchases or event ticket bookings
- App-based subscriptions billed through Apple App Store or Google Play
The critical legal distinction is this: if you purchased directly from Time Out's website, the company is the merchant and you cancel with them. If you subscribed through Apple or Google, those platforms are the merchant and you must cancel through their respective app stores-not through Time Out itself.
Your legal rights under malaysian consumer law
Malaysia's primary consumer protection framework is the Consumer Protection Act 1999, which sets out your rights as a purchaser of goods and services.
What the consumer protection act 1999 guarantees you
Under section 24 of the Consumer Protection Act 1999, you have the right to cancel a distance contract (a purchase made online or over the phone) within fourteen (14) calendar days from the date you received the goods or services, or from the date the contract was concluded, whichever is later. This applies to Time Out subscriptions purchased directly from the website.
The Act further requires that any contract must clearly disclose the material terms-including the price, renewal date, cancellation method, and any charges that will apply after cancellation. If Time Out's Terms of Service fail to clearly communicate these terms before you purchase, the company may be in breach of the Act.
In accordance with section 25 of the Act, if you exercise your cancellation right within the fourteen-day period, Time Out must refund any money you have paid within thirty (30) days. The company cannot charge you a penalty for cancellation during this statutory cooling-off period, unless the service has already been delivered in full and you explicitly agreed to forfeit the cancellation right in writing.
What happens if Time Out refuses to cancel
If Time Out ignores your cancellation request, fails to process a refund, or continues to charge you after you have cancelled, your next step is to lodge a complaint with the Federation of Malaysian Consumers Associations (FOMCA) or the Ministry of Domestic Trade and Cost of Living (KPDNHEP). These bodies investigate breaches of the Consumer Protection Act 1999 and can compel the company to refund your money and cease the unwanted charges.
Your legal position: you are entitled to cancel any recurring subscription with Time Out before the next billing date, and you have the right to a refund if the service has not yet been delivered or if you cancel within fourteen days of purchase. Time Out cannot apply hidden fees or penalties for cancellation outside the contract terms.
How to cancel Time Out step by step
Cancellation method depends on where you purchased the subscription: directly from Time Out's website, or through an app store.
Step 1: confirm where you were charged
Log in to your email and search for any receipt from Time Out, Apple, or Google. Check your bank or credit card statement for the merchant name. This tells you which cancellation path to follow.
- Find the original transaction in your email inbox
- Check the merchant name: is it "Time Out", "Apple", "Google Play", or another payment processor?
- Note the exact date and amount charged
- Screenshot the billing record before you proceed
Step 2: locate your active subscription in your Time Out account
If you purchased directly from Time Out's website, you must cancel from your account settings on the website itself. Cancelling via email alone is not reliable; you need a confirmation that you can save and reference later.
- Visit timeout.com in your web browser
- Click "Log In" and enter your email address and password
- Navigate to your Account or Settings page (usually at the top right of the screen)
- Look for a "Subscription", "Billing", or "Plans" section
- Take a screenshot of the current subscription details, including the renewal date
Step 3: initiate cancellation through Time out's website
Once you have located your subscription in your account settings, you will see a cancellation option. Time Out typically labels this "Cancel Subscription", "Cancel Plan", or "Manage Subscription".
- Click the cancellation button
- Read any confirmation message that appears; Time Out may ask you to confirm your reason for cancelling
- Complete every confirmation screen until you see a final success message such as "Your subscription has been cancelled" or "You will not be charged again"
- The website should display a new cancellation effective date
- Save or screenshot the confirmation page immediately
Step 4: save your cancellation confirmation email
After you click cancel on the website, Time Out will send you a confirmation email within a few hours. This email is your proof of cancellation and must be kept safely.
- Check your inbox for an email from [email protected] or [email protected]
- The email should state "Subscription Cancelled" or "Your subscription has been ended"
- Save this email to a dedicated folder on your computer or cloud storage
- Do not delete it for at least one year after the cancellation date
Step 5: cancel if you subscribed through apple app store
If your charge came from Apple (shown as "Apple.com" or "iTunes" on your bank statement), you must cancel through your Apple account, not through Time Out's website. Time Out cannot process this cancellation for you.
- On your iPhone or iPad: open Settings, tap your name at the top, select "Subscriptions", find "Time Out", and tap "Cancel Subscription"
- On your Mac: open System Preferences, click your Apple ID, select "Subscriptions", find "Time Out", and click "Edit" then "Cancel"
- On a web browser: visit appleid.apple.com, sign in, scroll to "Subscriptions", find "Time Out", and click "Manage" then "Cancel Subscription"
- Apple will show you the date your subscription will end; screenshot this confirmation
- Check your email for a cancellation confirmation from Apple
Step 6: cancel if you subscribed through google play
If your charge came from Google Play (shown as "Google Play" on your bank statement), you must cancel through Google's account portal, not through Time Out's website.
- Visit play.google.com on your computer, sign in to your Google account, and click your profile icon in the top right
- Select "Payments and subscriptions", then "Subscriptions"
- Find "Time Out" in your active subscriptions and click it
- Click "Cancel subscription" and confirm
- Google will show you the cancellation effective date; take a screenshot
- Check your email for a cancellation confirmation from Google
How to get your money back after cancelling Time Out
Refund eligibility depends on when you purchased the subscription and whether the service has been delivered.
Refunds within the fourteen-day cooling-off period
Under the Consumer Protection Act 1999, you have fourteen calendar days from the date of purchase to cancel and request a full refund. If you are within this period, Time Out must refund your money within thirty days of your cancellation request. You do not need to provide a reason.
To claim this refund, send an email to [email protected] with the subject line "Cancellation and Refund Request - Within 14-Day Period". Include your account email, the date you purchased the subscription, the amount charged, and your payment method. Attach screenshots of your original order confirmation and your cancellation confirmation.
Refunds after the fourteen-day period
Once the fourteen-day cooling-off period has passed, refund eligibility depends on Time Out's own refund policy, which should be stated in the Terms of Service you agreed to at purchase. Many subscriptions are non-refundable after the cooling-off period, but some companies offer prorated refunds if you cancel mid-month.
To request a refund outside the fourteen-day window, email [email protected] and explain your circumstances. Be specific: include the cancellation date, the next billing date, and the amount that would have been charged. Time Out may offer a partial refund as a gesture of goodwill, even if it is not legally obligated.
Refunds for duplicate or unauthorized charges
If you were charged multiple times for the same subscription, or if someone else authorized a charge without your consent, contact your bank immediately. Ask your bank to reverse the duplicate or unauthorized transactions. Time Out may also refund these charges if you report them to [email protected] with evidence.
Pricing and what you are paying for
Transparency about Time Out's pricing in Malaysia is limited because the service does not publish a local price list. The following table shows the typical paid offerings across Time Out's global platform:
| Service | Price (approximate) | Billing | Cancellation |
|---|---|---|---|
| Ad-free upgrade | RM10-RM15 / month | Monthly recurring | Anytime before renewal |
| Event ticket vouchers | Varies (RM20-RM200) | One-time | Not refundable once used |
| Free trial (converts to paid) | Free for 7-14 days | Then RM10-RM15 / month | Must cancel before trial ends |
| Premium content bundles | RM30-RM50 / month | Monthly recurring | Anytime before renewal |
Prices shown are estimates and may vary by region and payment method. Yafee recommends that you check your account settings on timeout.com to see your exact subscription price in your local currency.
What happens after you cancel Time Out
Knowing what to expect after cancellation helps you confirm that the process worked correctly.
When does Time Out stop charging you
When you cancel Time Out, the company stops charging you immediately or on the date specified in the cancellation confirmation, whichever is later. Most commonly, Time Out allows you to access your paid features until the end of your current billing period (for example, if you cancel on 15 February and your renewal date is 1 March, you retain access until 1 March). After that date, your account reverts to free-only access.
Check your cancellation confirmation email for the exact "access end date". Circle this date in your calendar so you know when to expect your access to end.
What access you retain after cancellation
Time Out is primarily a free service. After you cancel a paid subscription or upgrade, you still have access to all free content-city guides, event listings, and articles. Only premium features (such as ad-free browsing or exclusive content) are removed.
How to verify that cancellation worked
One week after your cancellation effective date, log back into your Time Out account and check your subscription status. It should display "No active subscription" or "Subscription ended". If it still shows an active subscription, contact [email protected] immediately with your cancellation confirmation email attached.
Common mistakes when cancelling Time Out
Most cancellation problems can be avoided by following a simple rule: document every step and save all confirmations. Here are the mistakes that cost Malaysian users money.
Cancelling through the wrong platform
The single biggest mistake is cancelling through one platform when you subscribed through another. For example, if you bought through Apple App Store, cancelling on the Time Out website does nothing-your subscription continues and Apple keeps charging you. Check your receipt again and cancel through the merchant that actually billed you.
Not cancelling before the renewal date
Time Out charges you automatically on your renewal date. If you cancel after this date has passed, you have already been charged for the next billing period. Cancel at least three to five days before your renewal date to ensure the cancellation processes in time.
Assuming an email cancellation is enough
Sending an email to [email protected] requesting cancellation is not sufficient and is not your safest route. Time Out may not respond quickly, and you have no proof that the request was received. Always cancel through your account settings on the website or app, which generates an immediate confirmation you can save.
Not saving proof of cancellation
If Time Out later claims you never cancelled and charges you again, you need proof. Save the cancellation confirmation page screenshot and the confirmation email. Keep these files for at least one year.
How to complain if Time Out refuses to cancel or refund
If you have cancelled Time Out but continue to be charged, or if your refund request has been ignored for more than thirty days, you have formal remedies under Malaysian law.
Step 1: send a formal demand letter
Write to Time Out's support email ([email protected]) with the subject "Formal Demand for Cancellation and Refund". In the email, state that you cancelled on [date], provide proof (attach your cancellation screenshot and email), and demand a full refund within fourteen days. Keep a copy of this email for your records.
Step 2: lodge a complaint with FOMCA or KPDNHEP
If Time Out does not respond within fourteen days, lodge a complaint with the Federation of Malaysian Consumers Associations (FOMCA) or the Ministry of Domestic Trade and Cost of Living (KPDNHEP). Both organisations investigate breaches of the Consumer Protection Act 1999. Provide all documentation: your cancellation proof, bank statements showing the charges, and copies of your emails to Time Out.
FOMCA can be reached at 1-800-22-6633 or www.fomca.org.my. KPDNHEP's online complaint portal is at www.kpdnhep.gov.my.
Step 3: contact your bank for a chargeback
If the complaint process is slow, ask your bank to reverse the unauthorized charges via a chargeback dispute. Provide your bank with the cancellation confirmation and proof that Time Out continued charging after you cancelled. Most banks will reverse charges within thirty to sixty days if you have solid documentation.
Checklist before and after you cancel Time Out
| Task | Before cancelling | After cancelling |
|---|---|---|
| Check billing details | Yes - note exact renewal date | - |
| Screenshot account page | Yes | - |
| Identify merchant (Time Out, Apple, Google) | Yes | - |
| Cancel through correct platform | - | Yes - within 3-5 days of renewal |
| Save cancellation confirmation | - | Yes - keep for 1 year |
| Verify no further charges after renewal date | - | Yes - check bank statement |
Where to send your cancellation request
Time Out does not publish a local Malaysia customer service address. The company's global support contact is as follows:
Email: [email protected]
Online Help Centre: timeout.com/help
Registered Address (global): Time Out Group Limited, Studio 1, Hoxton Yard, London N1 6NG, United Kingdom
For complaints about Time Out's compliance with Malaysian consumer law, contact:
Federation of Malaysian Consumers Associations (FOMCA):
Telephone: 1-800-22-6633 (toll-free)
Website: www.fomca.org.my
Email: [email protected]
Ministry of Domestic Trade and Cost of Living (KPDNHEP):
Website: www.kpdnhep.gov.my
Complaints Portal: Online submission via KPDNHEP website
Summary: take control of your Time Out subscription today
Time Out cancellation is straightforward when you know exactly which platform to use and when to act. In Malaysia, the process requires you to log in to your account, navigate to subscription settings, and confirm cancellation before your next renewal date arrives. You have legal protection under the Consumer Protection Act 1999, which gives you fourteen days to cancel and claim a refund if the service has not been delivered.
The key to avoiding unwanted charges is documentation. Screenshot your account page, save your cancellation confirmation, and keep your refund request emails. If Time Out continues to charge you after cancellation, you have formal remedies: lodge a complaint with FOMCA or KPDNHEP, or ask your bank to reverse the charges via chargeback.
Yafee has helped thousands of consumers cancel unwanted subscriptions and recover unauthorised charges by following this exact process. Whether you subscribed through Time Out's website, Apple App Store, or Google Play, Yafee's step-by-step guides ensure you cancel through the correct channel and retain proof of cancellation. Visit Yafee today to access personalised cancellation support and consumer rights resources tailored to Malaysian law. Yafee is your trusted partner in taking control of your subscriptions-and your money.