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Frequently asked questions
Cancel Tivimate: The Right Way
How to cancel Tivimate in malaysia: step-by-step legal guide and your rights
What Tivimate is and why you may want to cancel
Tivimate is an IPTV player application, not an IPTV content provider. This distinction matters because your subscription covers only the software features and playback tools, not the live television channels themselves. Many Malaysian users cancel believing that ending their Tivimate Premium subscription will also stop charges from their separate IPTV content provider. It will not. Your contract with Tivimate covers software access alone.
The Premium tier unlocks features including multiple playlist support, catch-up functionality, favourite channel organisation, video recording, advanced search, parental controls and multiview display. The free version provides basic playback but restricts these productivity features. Users typically upgrade when they want to manage more complex channel setups or record live broadcasts.
Common reasons Malaysian users cancel include lack of iOS compatibility, preference for simpler free alternatives, or discovering that Tivimate alone does not provide television content. If your main frustration is the absence of iOS support or you have found a different IPTV player that suits your needs better, cancellation may be the right choice.
How Tivimate charges you
You may have purchased your Tivimate subscription through one of three payment channels: the official Tivimate website, Google Play Store, or Apple App Store. Your cancellation method depends directly on which channel processed your payment. Consequently, the first practical step is identifying exactly where you subscribed and what currency you were charged in.
Premium pricing is typically published in United States dollars (USD), which converts to Malaysian Ringgit (RM) at approximately RM4.72 per USD. Your actual billing amount in MYR will reflect the exchange rate applied on your purchase date. Tivimate's Terms of Use, available at tivimate.com/terms-of-use, govern all cancellations regardless of payment method.
What happens when you cancel
Cancellation stops future recurring charges but does not provide a refund for the subscription period you have already paid for. Your access continues until the end of your current billing cycle. This means if you cancel today and your next renewal is in twenty-three days, you retain full Premium features until that date, after which your account reverts to free tier access.
Your consumer rights under malaysian law
Your cancellation rights rest on the Consumer Protection Act 1999 (Act 599), Malaysia's principal consumer protection statute, administered by the Federation of Malaysian Consumers (FMC) and the Ministry of Domestic Trade and Consumer Affairs (MDTCA).
Legal position: what the consumer protection act 1999 guarantees you
Under the Consumer Protection Act 1999, you have a statutory right to cancel a subscription contract within fourteen days of purchase without penalty, provided you have not substantially used the service. This period applies to digital services supplied in Malaysia. However, Tivimate's Terms of Use may invoke the exemption for services already substantially performed at the time of cancellation request, which software access typically satisfies once you log in or download the app.
Consequently, your fourteen-day cooling-off right applies only if you cancel immediately after subscription activation and before material use. If you have actively used Premium features for more than a few days, Tivimate may legally refuse a refund under the Consumer Protection Act exemption for services partly or wholly executed.
Beyond the cooling-off period, you have the right to cancel your subscription at any time, and the company must comply. Cancellation stops future charges, though Tivimate is not obligated to refund the current paid period. Your right to cancel is unconditional; the company cannot impose penalties, require a reason, or extend your commitment. If Tivimate refuses to cancel or continues charging after you cancel, you may lodge a complaint with the MDTCA or FMC.
When the company must refund your money
Refunds apply in three scenarios under Malaysian consumer law. First, if you cancel within the fourteen-day statutory cooling-off period and have not substantially used the service, Tivimate must refund the full amount. Second, if Tivimate fails to deliver the service as described or promised-for example, the app consistently crashes or Premium features do not function-you are entitled to a refund or repair. Third, if the company continues billing after you have successfully cancelled, all unauthorised charges must be reversed.
In all other circumstances-cancellation beyond fourteen days with material use already completed-refunds are discretionary and depend on Tivimate's cancellation policy. Most software providers, following the Consumer Protection Act standard, do not refund the current billing period when cancellation occurs mid-cycle.
Step-by-step cancellation methods by payment source
Your cancellation process differs based on where you originally subscribed, whether that was Tivimate's website, Google Play, or the App Store.
Cancel a website-purchased subscription
If you bought Premium directly through tivimate.com, your cancellation happens in your website account dashboard.
- Visit tivimate.com and log in with your account email and password.
- If you have forgotten your password, use the "Forgot Password" link on the login page.
- Check your email (including spam folder) for the password reset link.
- Navigate to your account settings or subscription management area.
- Look for tabs or menus labelled "Subscription", "Billing", "Plan", or "Account".
- The exact label depends on the website layout, so scroll down if the option is not immediately visible.
- Locate the "Cancel Subscription" or "Cancel Plan" button.
- Some platforms hide this under "Manage Subscription" or "Plan Details".
- If you cannot find the button, contact Tivimate support via the website contact form before proceeding.
- Click the cancellation button and follow the on-screen confirmation prompts.
- The system may ask for a cancellation reason; answer if prompted but note that your cancellation cannot be refused on the grounds of your reason.
- Confirm your intent to cancel when the system asks for final approval.
- Take a screenshot of the cancellation confirmation page and its reference number.
- Save this as evidence that you successfully cancelled on the specific date.
- Also take a screenshot of your account page showing "Cancelled" or "No Active Subscription" status.
- Check your email for a cancellation confirmation message from Tivimate within twenty-four hours.
- If you do not receive confirmation within two business days, contact support with your screenshot evidence.
Cancel a google play subscription
If you subscribed through Google Play Store on an Android device, you must cancel from your Google Play account settings, not from the Tivimate app itself.
- Open Google Play Store on any Android device or visit play.google.com in your web browser.
- On the mobile app, tap your profile icon (top right) and select "Manage your Google Account".
- On the web browser, click your profile icon and select "Manage your Google Account".
- Navigate to the "Payments and subscriptions" section.
- On mobile, go to the "Payments and subscriptions" tab.
- On web, click "Payments and subscriptions" in the left sidebar.
- Select "Subscriptions" and find "Tivimate" in your active subscriptions list.
- Scroll through the list if you have multiple subscriptions.
- Tap or click on "Tivimate Premium" to open the subscription details.
- Tap or click "Cancel subscription" and select your reason from the drop-down menu.
- Google Play allows you to specify why you are cancelling (e.g., "I no longer need this app", "Cost is too high").
- Your reason does not affect whether the cancellation is processed.
- Confirm your cancellation when Google Play asks for final approval.
- You will see a confirmation stating "Subscription cancelled".
- Take a screenshot immediately as evidence.
- Expect a confirmation email from Google Play within one to two hours.
- Check your Gmail inbox and spam folder.
- Your Tivimate access continues until the end of your current billing cycle (shown in the email).
Cancel an app store subscription
If you subscribed on an Apple device (iPhone, iPad, or Mac), you cancel through Apple's App Store subscription settings.
- Open the App Store app on your Apple device or visit appleid.apple.com on your computer.
- On iOS or iPadOS, tap the profile icon (top right) and select "Subscriptions".
- On Mac, open the App Store, click "Account" in the top-left menu, and select "Subscriptions".
- On web, sign in to appleid.apple.com and click "Subscriptions" on the left sidebar.
- Find "Tivimate" in your subscriptions list.
- If you have many subscriptions, scroll or use the search function.
- Tap or click on "Tivimate" to view the subscription details.
- Select "Cancel Subscription" or "Edit Subscription" depending on your device.
- On iOS, the button appears as "Cancel Subscription".
- On web, you may see "Edit" first, then "Cancel Subscription" on the next screen.
- Confirm that you want to cancel when Apple asks for final approval.
- Apple will display the date your access ends.
- Take a screenshot of the confirmation.
- Look for a cancellation confirmation in your Apple ID email account within one hour.
- This email will state your cancellation date and your final access date.
- Retain this email as proof of cancellation.
Pricing comparison and subscription tiers
Understanding the cost structure helps you decide whether cancellation is justified by cost savings or if an alternative plan better suits your needs.
| Plan | Features | Billing cycle | Approx. cost in MYR | Cancellation method |
|---|---|---|---|---|
| Free | Basic playback, single playlist, limited EPG | Ongoing | RM0 | N/A - no cancellation needed |
| Premium (monthly) | All features, multiview, recording, catch-up, parental controls | Monthly renewal | RM19-24 | Website, Google Play, or App Store account |
| Premium (annual) | All Premium features with annual commitment | Annual renewal | RM152-192 | Website, Google Play, or App Store account |
Monthly plans offer flexibility and lower upfront cost, making cancellation straightforward when your circumstances change. Annual plans demand a higher initial investment but reduce per-month cost significantly. If you have an annual subscription and cancel mid-year, you lose the cost saving advantage.
Common cancellation mistakes and how to avoid them
Most cancellation problems arise not from company refusal but from subscriber confusion about which account held the subscription or failure to check the current billing date.
Mistake 1: cancelling in the wrong account or payment system
You cannot cancel a subscription purchased through Google Play by logging into the Tivimate website account. Cancellation must happen in the same system where you paid. If you purchased via App Store, visiting the website or Google Play and attempting to cancel there produces no effect; your subscription remains active and continues billing. Always verify your original payment method before starting the cancellation process. Check your first payment receipt (on your card statement, in your email, or in your device's app store purchase history) to confirm the correct cancellation location.
Mistake 2: expecting immediate access loss
After you cancel, your Premium features remain active until your current billing cycle ends. If your next renewal date is three weeks away, you have three weeks of continued access. Some users, thinking access should stop immediately, assume their cancellation failed when they can still log in and use Premium tools. This is correct behaviour under the Consumer Protection Act 1999. Your access ends on the renewal date, not on the cancellation date.
Mistake 3: not capturing cancellation proof
If a billing dispute arises later, you need evidence that you successfully cancelled on a specific date. Screenshots of confirmation pages, confirmation emails, and app store account status showing "No Active Subscription" protect you if the company claims they have no record of your cancellation. Yafee recommends saving this documentation in a folder or email for at least twelve months.
Mistake 4: deleting the app before cancelling the subscription
Uninstalling Tivimate from your device does not cancel your subscription. The app deletion does not trigger any backend cancellation; your account remains active and billing continues. You must formally cancel through your account settings or payment platform, then delete the app afterward if you wish.
What happens after you cancel
Cancellation is not the end of your interaction with Tivimate; several practical steps follow.
Access and feature lockout timeline
Your Premium access ends on the renewal date shown in your cancellation email. On that date, any features requiring Premium-multiview, recording, advanced EPG, parental controls-become locked. You retain access to the free tier (basic playback and single playlist). The app remains installed on your device, but its functionality reverts automatically at the end of your billing cycle.
Data retention and recovery
Tivimate's Terms of Use do not explicitly state whether your saved playlists, favourite channels, and customised settings persist after downgrade to free tier. To be safe, export or screenshot your playlist configuration and channel settings before your access ends. Some IPTV players allow you to backup settings as M3U files or JSON exports. If Tivimate offers this feature, use it. If not, document your setup manually so you can recreate it if you resubscribe later.
Uninstalling the app
Once your cancellation is confirmed and you are ready to remove Tivimate, uninstall it from your device through your app store or device settings. Uninstalling does not affect your subscription status-it only removes the app files. If you reinstall Tivimate later without reactivating a subscription, you will have free-tier access. You can reinstall and use the free tier indefinitely without any charges.
Refund eligibility and dispute resolution
Refunds depend on your cancellation timing and Tivimate's delivery record.
When you qualify for a refund
You are entitled to a refund if you cancel within fourteen days of initial purchase and have not substantially used the Premium features. This fourteen-day period is your statutory cooling-off right under the Consumer Protection Act 1999. Additionally, if Tivimate fails to deliver the service as advertised-for example, if the app crashes consistently, Premium features are unavailable, or the service is inaccessible-you may demand a refund regardless of how long you have held the subscription.
If you cancel outside the fourteen-day window and the service functions as promised, Tivimate is not legally required to refund the current billing period. Consequently, cancellations after fourteen days typically result in loss of the subscription fee for that cycle.
Requesting a refund via payment system
If Tivimate refuses a legitimate refund request, you can escalate through your payment channel. Contact Google Play support, Apple App Store support, or your card issuer and explain the issue. These payment processors have dispute resolution teams and can reverse charges if they find in your favour. Provide evidence: cancellation confirmation, screenshots showing the service failure, and your cancellation request date.
Filing a complaint with the malaysian consumer authority
If your refund request is denied and you believe Tivimate has violated the Consumer Protection Act 1999, lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) or the Federation of Malaysian Consumers (FMC). Provide your cancellation date, payment proof, and a written explanation of why you believe the company acted unlawfully. The MDTCA investigates complaints and can issue directives to refund your money.
Cancellation checklist before you act
Use this checklist to ensure you cancel safely and retain the right evidence.
| Action | Status | Notes |
|---|---|---|
| Identify payment source (website, Google Play, or App Store) | Complete | Check your first payment receipt or card statement |
| Record current plan name and renewal date | Complete | Screenshot your account dashboard or payment history |
| Export or document playlist configuration | Complete | Save channel settings before access locks on renewal date |
| Log in and navigate to correct cancellation portal | Complete | Use the payment system where you subscribed, not the app |
| Submit cancellation request and capture confirmation | Complete | Screenshot the confirmation page and its reference number |
| Retain cancellation email for twelve months | Complete | Save to a folder labelled "Cancelled Subscriptions" |
Comparison with free IPTV player alternatives
If cost is your reason for cancelling, consider whether free alternatives meet your needs before committing to Tivimate cancellation.
| Player | Cost in MYR | iOS support | Recording | Multiview | Yafee note |
|---|---|---|---|---|---|
| Tivimate Premium | RM19-24/month | No | Yes | Yes | Most feature-rich paid option |
| Tivimate Free | RM0 | No | No | No | Best budget choice |
| VLC (free) | RM0 | Yes | No | No | iOS-compatible alternative |
| IPTV Smarters (freemium) | RM0-40/year | Yes | No | Limited | Lower cost than Tivimate Premium |
| Perfect Player (free) | RM0 | No | No | No | Simple, lightweight alternative |
If iOS support is your main concern, the Tivimate free tier will not solve this because Tivimate is not available on Apple devices regardless of subscription level. In that case, VLC or IPTV Smarters offer better cross-platform compatibility. If cost alone drives your cancellation, the Tivimate free tier provides basic playback with no charge. Switching to free tier avoids the ten to twenty-four MYR monthly cost while retaining the application.
Key takeaways and next steps
Your cancellation right is absolute. The Consumer Protection Act 1999 protects your right to end your Tivimate subscription at any time, and the company cannot refuse, penalise, or delay your cancellation. Future charges cease immediately, though your current access continues until the billing cycle ends. Refunds apply only if you cancel within fourteen days without substantial use or if Tivimate fails to deliver the service.
Your first practical step is confirming exactly where you subscribed: Tivimate website, Google Play, or App Store. Cancellation must happen in that same system. Document your plan details and renewal date before you cancel, then take screenshots of all confirmation pages. If Tivimate refuses to process your cancellation or continues charging after you cancel, contact the Ministry of Domestic Trade and Consumer Affairs or the Federation of Malaysian Consumers for escalation.
Yafee has helped thousands of consumers cancel software subscriptions and secure refunds by following these transparent, legally grounded steps. Visit Yafee.com today to access more guides on subscription cancellation across services in Malaysia, and bookmark this guide for future reference. Yafee's mission is to empower you with the knowledge to cancel any subscription confidently and protect your rights under Malaysian law. Whether you cancel Tivimate or another service, Yafee remains your trusted resource for contract clarity and consumer protection. Yafee continues to update its guidance as new cancellation methods and consumer law changes emerge in Malaysia.
Contact information for cancellation disputes
If you encounter problems cancelling Tivimate or if the company continues charging after cancellation, use these official channels.
Ministry of Domestic Trade and Consumer Affairs (MDTCA)
Phone: +603-8886 6000
Website: mdtca.gov.my
Email: [email protected]
Address: Level 1-3, Block A, Menara MDTCA, 268-A, Jalan Ampang, 50450 Kuala Lumpur, Malaysia
Federation of Malaysian Consumers (FMC)
Phone: +603-4105 3555
Website: fmc.org.my
Address: Lot 5, Jalan Sungai Besi, 50750 Kuala Lumpur, Malaysia
Tivimate support contact
Website contact form: tivimate.com
Terms of Use: tivimate.com/terms-of-use
Note: Direct email or phone support channels are not publicly listed; use the website contact form and retain your support ticket reference.