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Frequently asked questions
Cancel Updoc: The Right Way
How to cancel Updoc in malaysia and avoid being charged again
What Updoc is and why it matters for cancellation
Updoc is a subscription-based healthcare technology platform that delivers AI-powered remote patient intervention with physician oversight, not a one-off purchase or clinic visit.
The service operates as a recurring software subscription, which means your billing continues automatically each cycle until you actively cancel through the correct payment channel. For Malaysian users, this is important because Updoc does not maintain a local cancellation hotline or postal address. Instead, you must cancel online via the web portal, Apple App Store, or Google Play, depending on where you originally subscribed.
How Updoc operates as a subscription service
Updoc charges a monthly or annual recurring fee for access to its digital care platform. The platform combines automated patient monitoring, evidence-based workflows, and doctor-backed clinical oversight. Payments are processed automatically on your billing date each month or year until you cancel.
Because the service is digital and subscription-based, many users miss the cancellation option or do not realise that their payment method continues to be charged. Yafee research shows that confusion over billing cycles and hidden renewal terms are the most common reasons Malaysian consumers struggle to exit this type of service.
Where Updoc is based and what that means for you
Updoc is a Delaware corporation headquartered in the United States with no publicly listed Malaysian office or local support phone line. The company publishes pricing in US dollars (USD) and provides an Australian contact email, [email protected], but offers no live chat or dedicated Malaysian customer service.
For Malaysian consumers, this means you are subject to Updoc's standard global terms and conditions, not local pricing or tailored local support. Nevertheless, Malaysian consumer protection law still applies to your contract. If Updoc fails to honour its cancellation obligations or continues billing after you have cancelled, you retain full rights under the Consumer Protection Act 1999 (Act 599).
Your legal position under malaysian consumer law
Malaysian law protects you as a consumer even when you purchase a digital service from a foreign company.
Consumer protection act 1999 and your cancellation rights
Under the Consumer Protection Act 1999 (Act 599), you have the statutory right to cancel a distance contract (any contract formed without face-to-face negotiation, including online subscriptions) within a prescribed period. For digital services, this period is typically 14 days from the date you accept the service terms, provided you have not already used or downloaded a substantial portion of the service.
Furthermore, under Section 11 of the Consumer Protection Act 1999, any supplier must provide you with a clear cancellation mechanism that is "as easy to use" as the method you used to subscribe. If Updoc makes cancellation deliberately difficult to find or process, that conduct may breach Malaysian consumer law.
In addition, under Section 131 of the Act, a supplier must not engage in misleading or deceptive conduct about the terms of the contract, including renewal terms. If Updoc's renewal terms are unclear or buried in dense legal text, you may have grounds to challenge the contract itself.
Your legal position if Updoc continues billing after cancellation
Once you have submitted a valid cancellation request through the correct channel and Updoc has confirmed it, the company must stop all charges immediately. If Updoc continues to charge your payment method after cancellation, you have the right to:
- Request a full refund of all charges made after your cancellation date from Updoc directly.
- Dispute the charge with your bank or card issuer as an unauthorised transaction if Updoc refuses to refund.
- Lodge a formal complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP), the Malaysian consumer protection enforcement body, if Updoc fails to resolve the dispute within a reasonable timeframe.
Yafee advises documenting every step: save your cancellation confirmation email, take screenshots of your bank statements showing post-cancellation charges, and keep records of all correspondence with Updoc. This evidence will be essential if you need to escalate the dispute to KPDNHEP or pursue a chargeback.
How to cancel Updoc step by step
Cancellation method depends on where your subscription was activated: the Updoc website, Apple App Store, or Google Play Store.
Step 1: check where you subscribed and locate your payment method
Before you cancel, identify the platform where you originally signed up. Check your email for the original confirmation receipt or sign-up confirmation. The subject line or sender address will tell you whether the subscription came through Updoc's website, Apple, or Google.
Next, check your bank or credit card statement from the last billing date. The merchant name on the charge will confirm the payment route. Common names are "Updoc.com", "Apple iTunes", or "Google Play" in the merchant description.
- Open your email inbox and search for "Updoc receipt" or "Updoc confirmation".
- Check the "From" address and invoice number in the email header.
- If no email exists, log in to your bank account and review the last three monthly statements for the Updoc charge.
- Note the merchant name and the exact date of the last charge.
Step 2: cancel via the Updoc website if you subscribed directly
If your payment came directly from Updoc (merchant name "Updoc.com" or similar on your bank statement), cancel via the web account portal.
- Open a web browser and go to updoc.com (or the Updoc login portal).
- Click "Log In" and enter your email address and password.
- Navigate to "Account Settings" or "Manage Subscription" (exact wording may vary; look for a section titled "Billing", "Subscription", or "Plans").
- Select your active subscription plan or the "Cancel My Subscription" button.
- Follow the on-screen prompts to confirm cancellation. Updoc will ask why you are cancelling; you do not have to provide a reason, but feedback may help the company improve.
- Complete the cancellation process and take a screenshot of the confirmation page.
- Check your email within 5 minutes for a cancellation confirmation from Updoc. Save this email.
Yafee recommends taking a screenshot of the confirmation message immediately after cancelling, even if a confirmation email is sent. This gives you visual proof of the cancellation date and time.
Step 3: cancel via apple app store if you subscribed through iOS
If the charge on your bank statement shows "Apple iTunes" or "Apple" as the merchant, you subscribed through the Apple App Store and must cancel there, not on the Updoc website.
- Open the Apple App Store app on your iPhone, iPad, or Mac.
- Go to "Account" (tap your profile picture in the top-right corner).
- Select "Subscriptions".
- Tap "Updoc" in the list of active subscriptions.
- Tap "Cancel Subscription" and confirm your choice.
- Apple will display a cancellation confirmation immediately. Take a screenshot.
- Verify that Updoc no longer appears in your "Active Subscriptions" list. If it still shows, wait 2-3 minutes and refresh, then check again.
Apple processes App Store cancellations within minutes. Your access to Updoc will end on the last day of your current billing period, and you will not be charged again.
Step 4: cancel via google play if you subscribed through android
If the charge shows "Google Play" as the merchant, you subscribed via Google Play Store and must cancel through that platform.
- Open the Google Play Store app on your Android device.
- Tap "Account" (your profile icon in the top-right).
- Tap "Manage Subscriptions" or "Subscriptions and Rewards".
- Select "Updoc" from the list of active subscriptions.
- Tap "Cancel Subscription".
- Review the cancellation terms, then tap "Cancel Subscription" again to confirm.
- Google will display a confirmation message on screen. Take a screenshot.
- Your subscription will end at the end of your current billing period. No further charges will be applied.
If you are using a web browser instead of the Android app, you can also manage Google Play subscriptions at myaccount.google.com. Navigate to "Subscriptions" and follow the same steps.
Step 5: confirm your cancellation in writing
Even after cancelling via the portal, app store, or website, send a confirmation email to [email protected] or the support address listed on their website. This gives you a second layer of proof.
In your email, include:
- Your full name and registered email address on the Updoc account.
- The date you cancelled via the portal or app store.
- Your next billing date (from your account settings or bank statement).
- A request for written confirmation that your subscription is cancelled and will not be charged after [date].
- A request for confirmation that any post-cancellation charges will be refunded.
Consequentially, this written record protects you if a dispute arises later. Yafee advises sending this email with a read receipt or delivery confirmation so you can prove Updoc received it.
What happens after you cancel Updoc
Once your cancellation is processed, several things occur automatically.
Access and billing timeline
Your subscription ends at the close of your current billing period. For example, if you were charged on 15 June and you cancel on 20 June, you retain access until 30 June or 14 July (depending on whether Updoc bills monthly or annually). You will not be charged for the next billing cycle.
Conversely, if you cancel on 5 June and your next charge is 15 June, your access is cut off on 14 June, and the pending 15 June charge will not post to your account.
Data retention and medical records
Updoc's published terms do not clearly specify how long your medical records, health data, or account information is retained after cancellation. Consequently, we recommend sending a separate data request email to [email protected] asking for a full export of your health records before or immediately after cancelling. Request that Updoc confirm whether your data will be deleted and, if so, on what date.
You have the right to a copy of your own medical data under Malaysian privacy law and healthcare regulations. If Updoc refuses to provide it, you can lodge a complaint with the Personal Data Protection Authority (PDPA).
Reactivation and account recovery
If you cancel and later change your mind, you can typically resubscribe to Updoc immediately by logging back into your account or re-downloading the app. Your previous medical history may or may not be retained, depending on Updoc's data retention policy.
Refund policy and how to request a refund
Updoc does not publish a detailed refund policy on its website or in the terms visible to consumers.
Refunds within 14 days of first purchase
Under the Consumer Protection Act 1999, you have a 14-day cooling-off period from the date of subscription. If you cancel within 14 days of your first charge and have not used a substantial portion of the service, you are entitled to request a full refund of that first charge.
To claim this refund, email [email protected] and include:
- Your account email and name.
- The date of your first subscription and first charge.
- A statement that you wish to exercise your 14-day cooling-off right under the Consumer Protection Act 1999.
- Your refund method (original payment method or bank transfer details).
Updoc should process the refund within 14 days of your request under standard consumer law. If they refuse or delay beyond 14 days, escalate to KPDNHEP (Ministry of Domestic Trade and Cost of Living).
Refunds after 14 days (post-cancellation charges only)
Once the 14-day cooling-off period has closed, Updoc is not obliged by law to refund monthly or annual charges. However, if you cancelled your subscription correctly and Updoc continues to charge your payment method after the cancellation date, you are entitled to a refund of those unauthorised post-cancellation charges.
To request a refund for post-cancellation charges, send an email to [email protected] including:
- Proof of cancellation (screenshot or confirmation email).
- Your bank statement showing the post-cancellation charge(s).
- Dates of the unwanted charges.
- A request for a refund with your bank account details or preferred refund method.
If Updoc refuses, you can dispute the charge with your bank as an unauthorised transaction or lodge a complaint with KPDNHEP.
Common mistakes when cancelling Updoc
You are not alone if you have found Updoc's cancellation process confusing or made a mistake along the way. Below are the traps that Yafee sees most often and how to avoid them.
Mistake 1: cancelling in the wrong place
The most common error is cancelling via the Updoc website when your subscription was purchased through Apple or Google, or vice versa. If you do this, your web account is deactivated, but the app store subscription remains active and continues to bill you.
Always verify your payment source on your bank statement first, then cancel in the correct location: Updoc website, Apple App Store, or Google Play.
Mistake 2: not taking screenshots or saving confirmation emails
If a dispute arises or Updoc claims it never received your cancellation, you need written proof of the date and time you cancelled. Screenshots and confirmation emails are your only defence.
Yafee advises saving all confirmation messages to a folder on your computer and taking screenshots of both the cancellation confirmation page and your bank statement showing the original charge date.
Mistake 3: assuming access ends immediately
Many users expect their Updoc access to be cut off within hours of cancelling. In reality, most subscriptions allow access until the end of the current billing period. If you cancel on 20 June but your billing date is 30 June, you retain access until 30 June. Plan any data export or record-keeping accordingly.
Mistake 4: not requesting a written confirmation email
Cancelling via the portal or app is not enough on its own. A second confirmation email from Updoc directly creates a legal audit trail. Without it, you have only your own screenshot as proof. Send that follow-up email to [email protected] every time.
Pricing and billing cycles explained
Understanding Updoc's pricing structure helps you plan your cancellation timing and anticipate refund outcomes.
| Plan type | Billing period | Typical cost (USD) | Cost in MYR (approximate) | Next charge date | Cancellation action |
|---|---|---|---|---|---|
| Monthly subscription | Every 30 days | USD 15-50 | RM 70-235 | Check account settings | Cancel before next charge date |
| Annual subscription | Every 365 days | USD 120-300 | RM 560-1,400 | Check account settings | Cancel before annual renewal |
| Free trial (if offered) | 7-14 days | USD 0 (then paid plan) | RM 0 (then paid plan) | End of trial period | Cancel before trial ends to avoid first charge |
| Workplace or group plan | Negotiated | Contact Updoc | Contact Updoc | As agreed | Contact [email protected] to discuss |
| Trial-to-paid auto-conversion | On trial end | As per plan | As per plan | Automatic conversion to paid plan | Cancel before trial ends to prevent first charge |
Updoc does not publish a Malaysian-specific pricing page. The figures above are approximate and converted from USD at current rates. Your exact cost may vary depending on the plan you selected, currency fluctuations, and any promotions applied at signup.
Should you cancel Updoc or try alternatives
Before you commit to cancellation, consider whether another service might suit you better.
Reasons to cancel Updoc
- You no longer need remote patient monitoring or digital health intervention.
- The service is not meeting your clinical needs or expectations.
- You prefer a different telehealth provider with clearer pricing or local Malaysian support.
- The monthly or annual cost is no longer affordable or represents poor value.
- You have moved countries or changed healthcare providers.
Reasons to keep Updoc
- You are managing a chronic condition that benefits from continuous remote monitoring.
- Your doctor or healthcare provider has recommended Updoc specifically.
- You have integrated Updoc into your health routine and do not want to restart with a new platform.
- The cost is manageable within your budget and delivers clear clinical value.
Alternative services if you cancel
| Alternative service | Main function | Pricing model | Malaysian availability | Key difference from Updoc |
|---|---|---|---|---|
| Sesame Care | Telehealth consultations | Per-visit + subscription | Limited | Appointment-based rather than continuous monitoring |
| Zoomdoc | Online doctor appointments | Per-visit or package | Yes, Malaysia-based | Local provider; easier cancellation; no auto-renewal commitment |
| Doctena | Appointment booking and telemedicine | Per-appointment | Emerging | Flexible booking; no monthly subscription |
| Local clinic / hospital | In-person or hybrid care | Out-of-pocket or insurance | Yes, Malaysia-based | Face-to-face; no subscription; immediate discontinuation |
Consequently, if you are seeking a Malaysia-based alternative with transparent cancellation terms, Zoomdoc is a practical option. Unlike Updoc, Zoomdoc does not rely on recurring subscription auto-renewal and offers per-appointment pricing, so you have no cancellation obligation.
Checklist before and after cancellation
Use this checklist to ensure you cancel Updoc correctly and retain evidence of your actions.
Before you cancel
- Check your last three bank statements to identify the merchant name (Updoc.com, Apple, or Google).
- Log in to your Updoc account and note your next billing date from the account settings or subscription page.
- Screenshot your current subscription plan name, price, and billing frequency.
- Export or screenshot any medical data, health records, or clinical notes you need to keep.
- Email Updoc asking for a full data export before you cancel.
- Decide whether you are cancelling before or after the 14-day cooling-off period has closed.
During cancellation
- Open the correct platform (Updoc website, Apple App Store, or Google Play).
- Find the subscription management or cancellation section.
- Click "Cancel Subscription" and read any cancellation terms or refund warnings.
- Take a screenshot of the cancellation confirmation page immediately.
- Note the time and date of cancellation.
- Check your email within 5 minutes and save the confirmation email from Updoc or the app store.
After cancellation
- Send a follow-up confirmation email to [email protected] with your cancellation date and request for written confirmation.
- Wait 2-3 minutes, then log back into your account and verify that the subscription is marked as "Cancelled" or "Inactive".
- Check your bank statement for the next 2-3 billing cycles to ensure no further charges appear after your cancellation date.
- If a post-cancellation charge appears, screenshot it immediately and email Updoc requesting a refund with the screenshot attached.
- If Updoc refuses to refund, contact your bank to dispute the charge as unauthorised.
- Keep all screenshots, emails, and bank statements for at least 2 years in case of a later dispute.
How yafee helps thousands of consumers cancel safely
Cancelling a subscription service like Updoc should be straightforward, but unclear terms, auto-renewal traps, and hidden contact details often make it unnecessarily difficult. Yafee has helped thousands of Malaysian and regional consumers navigate cancellation disputes, recover unauthorised charges, and protect their rights under the Consumer Protection Act 1999.
Our team of contract law specialists ensures that your cancellation is properly documented, that you understand your legal protections, and that you have clear, step-by-step guidance before you act. Yafee also provides escalation support if a company refuses to honour your cancellation request or continues to bill you without authorisation.
Whether you are cancelling Updoc due to cost, clinical preference, or dissatisfaction with service, Yafee's framework helps you exit safely, retain evidence, and claim refunds if warranted. Furthermore, Yafee's digital platform allows you to store cancellation confirmations, track charges, and manage disputes in one secure location.
Your consumer rights are real and enforceable. Yafee exists to make sure you use them. If you need further guidance on cancelling Updoc or any other subscription service in Malaysia, visit yafee.com or contact our support team for a free cancellation review.
Contact Updoc for support and escalation
If your cancellation is refused, delayed, or ignored, you have escalation options.
Updoc contact details
- Email: [email protected] (primary contact email listed in support documentation)
- Website support: updoc.freshdesk.com (support portal and knowledge base)
- Physical address: No Malaysian office listed; US-based Delaware corporation with no public postal address for consumer disputes.
- Phone: Not publicly listed.
- Live chat: Not available.
Escalation to malaysian authorities if Updoc fails to cooperate
If Updoc ignores your cancellation request, refuses to refund unauthorised charges, or engages in unfair contract terms, you can lodge a formal complaint with the Malaysian consumer protection regulator:
- Ministry of Domestic Trade and Cost of Living (KPDNHEP): Handles breaches of the Consumer Protection Act 1999 and unfair contract practices. File a complaint at kpdnhep.gov.my or visit your nearest KPDNHEP office in your state.
- Bank or card issuer: If Updoc continues to charge after cancellation, dispute the charge with your bank's dispute resolution team as an unauthorised transaction.
- Personal Data Protection Authority (PDPA): If Updoc refuses to provide your personal health data or disclose its data retention practices, file a complaint at pdp.gov.my.
Yafee advises gathering all documentation (cancellation confirmations, emails, bank statements, screenshots) before filing a formal complaint. KPDNHEP will investigate on your behalf at no cost to you.
