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Frequently asked questions
Cancel Viu: The Right Way
How to cancel Viu in malaysia and avoid accidental charges
What Viu is and why you might need to cancel
Viu is a streaming platform that specialises in Asian content, including Korean dramas, Chinese series, regional films, and exclusive Viu Originals. The service operates on a recurring subscription model, which means your membership renews automatically each month or year unless you actively stop it. Understanding how this works is essential because the cancellation process depends on how you originally signed up and where your payment is being processed.
Viu premium pricing in malaysia
Viu offers two subscription tiers in Malaysia. The free tier provides access to selected content with advertisements. The Premium tier removes ads and unlocks the full catalogue, including exclusive originals and same-day episode releases. Premium costs RM17.90 per month or RM179.00 per year, positioning it in the mid-range of streaming services available in Malaysia. Many users subscribe because the catalogue includes strong local and regional content, but the recurring nature of the subscription means you must actively cancel to stop charges.
| Plan type | Cost | Billing cycle | Best for |
|---|---|---|---|
| Viu Free | RM0.00 | No charge | Occasional viewers |
| Viu Premium (monthly) | RM17.90 | 30 days | Regular viewers |
| Viu Premium (yearly) | RM179.00 | 365 days | Long-term viewers |
Where Viu billing can happen
This distinction is critical for cancellation. You may have subscribed directly through Viu's website or app using a credit card or local payment method. Alternatively, if you subscribed through an iPhone, your billing runs through the Apple App Store. If you subscribed on Android, Google Play processes your payment. Each billing source requires a different cancellation method. If you cancel on the Viu website but your payment comes from the App Store, your subscription will not stop renewing, and you will continue to be charged. Yafee specialists have seen this confusion create dozens of unwanted renewals for Malaysian users, so identifying your billing source is step one.
Your legal rights and consumer protections in malaysia
Malaysian consumer law protects your right to cancel subscription services and sets clear obligations on providers to make cancellation straightforward. These rights exist whether you subscribed directly or through an app store.
Consumer protection act 1999 and streaming services
Under the Consumer Protection Act 1999, all subscription services in Malaysia must comply with distance consumer protection rules. The law requires that cancellation be at least as easy as the sign-up process. Viu must provide a clear, direct method to cancel without requiring you to call during business hours or submit forms that create delay. The Act also sets a standard that any cancellation request must take effect before the next billing cycle begins, provided you submit it at least 7 days before your renewal date.
Furthermore, the Consumer Protection Act 1999 entitles you to a refund if Viu fails to deliver the service as described or if you cancel within the statutory cooling-off period for distance sales, which is 7 days from the date you subscribed. Viu's own terms state that refunds are available within 12 hours of purchase in limited circumstances, but this does not override your statutory right under Malaysian law.
Your legal position
You have the right to cancel Viu at any time, with the cancellation taking effect before your next billing date if you submit your request at least 7 days in advance. If Viu continues to charge you after you have submitted a valid cancellation request, or if the cancellation process is unclear or unreasonably difficult, you may file a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKX), which enforces consumer protection law in Malaysia. Yafee advises that you keep screenshots and email confirmations of your cancellation request as proof of your action, because KPDNKX will require this evidence if you escalate.
Methods to cancel Viu depending on where you subscribed
Your cancellation route depends on whether you subscribed directly with Viu, through Apple, or through Google Play. Each method differs slightly, but all three must result in cancellation before your next billing date.
Identify your billing source
Before you cancel, you need to know where your payment is being taken from. Open your Viu account on the device you use most often and look for a subscription or billing section. If you see a payment method like a credit card number or a local Malaysia bank reference, you subscribed directly with Viu. If the page says "Managed by Apple" or "Managed by Google Play", your billing runs through that platform and you must cancel there, not on Viu itself. Take a screenshot of this page now; you will need it if there is a dispute.
How to cancel Viu directly through the website or app
This method applies if you subscribed directly with Viu using your own payment details, not through the App Store or Google Play.
Step 1: log in and navigate to your subscription settings
- Visit viu.com/my or open the Viu app on your phone or tablet.
- Log in with your email and password.
- Tap or click the account icon, usually shown as a user silhouette or your profile picture in the top-right corner.
- Select "My Account" or "Account Settings".
Step 2: find and open your subscription details
- Look for a section titled "Subscription", "Billing", "My Subscription", or "Manage Subscription".
- On this page, you will see your current plan (Viu Premium), the monthly or yearly cost (RM17.90 or RM179.00), and your renewal date.
- Note the renewal date. This is the date your next charge will occur if you do not cancel today.
Step 3: submit your cancellation request
- Look for a button labelled "Cancel Subscription", "Cancel Plan", or "Manage Subscription".
- Click or tap this button.
- Viu will ask you why you are cancelling. You do not have to provide a reason, but you may do so.
- Confirm the cancellation on the next screen. Some services offer a last-minute discount; if you do not want to re-subscribe, do not click it.
Step 4: confirm cancellation in writing
- After you submit cancellation, Viu will display a confirmation message on-screen.
- Take a screenshot of this message, including the date and time shown.
- Check your email (the address registered to your account) for a cancellation confirmation email within 5 minutes. This email is your proof of cancellation.
- If you do not receive an email within 10 minutes, contact Viu support immediately at [email protected] with the subject line "Cancellation confirmation request".
How to cancel Viu through the apple app store
If you subscribed through an iPhone or iPad using your Apple ID, Apple handles your billing, not Viu. Cancelling on the Viu website or app will not stop App Store charges. You must cancel through the App Store itself.
Step 1: open the app store on your iPhone or iPad
- Tap the "App Store" app on your home screen (the white icon with a blue background).
- Tap the user account icon in the top-right corner (usually your profile picture or initials).
- Tap "Subscriptions".
Step 2: find and cancel your Viu subscription
- You will see a list of all your active subscriptions. Look for "Viu" in the list.
- Tap "Viu".
- The next screen shows your subscription level, cost, and renewal date.
- Tap "Cancel Subscription" at the bottom of the screen.
- Apple will ask you to confirm. Tap "Confirm Cancellation".
Step 3: verify cancellation
- The subscription will now show a status of "Expires on [date]" instead of "Renews on [date]". This confirms cancellation.
- Apple sends a cancellation email to your registered Apple ID email address within 1 hour. Save this email as proof.
- You will retain access to Viu Premium until the expiry date shown.
How to cancel Viu through google play
If you subscribed through an Android phone or tablet, Google Play is your billing provider. You must cancel through Google Play, not the Viu app or website.
Step 1: open google play and access your subscriptions
- On your Android device, open the "Google Play Store" app.
- Tap the menu icon (three horizontal lines) in the top-left corner.
- Tap "Subscriptions".
Step 2: find and cancel Viu
- Scroll through your active subscriptions and tap "Viu".
- Tap "Cancel Subscription".
- Google Play will ask you to confirm and may offer retention discounts. Do not tap these if you want to cancel.
- Tap "Cancel Subscription" again to confirm.
Step 3: confirm cancellation status
- The subscription will now display as "Cancelled" with an expiry date shown.
- Google will send a cancellation email to your Google account email address. Save this as your proof of cancellation.
- You can continue to use Viu until the expiry date.
What happens after you cancel and when you lose access
Cancellation does not mean you lose access immediately. Viu allows you to view content until midnight on your final billing date. After that, you will be unable to log in unless you resubscribe.
Your final access period
Once you cancel, Viu grants you continued access to all Premium content until the date your subscription was originally set to renew. For example, if your renewal date is 15 February and you cancel on 10 February, you retain Premium access until 15 February at 11:59 p.m. After that moment, you are downgraded to the free tier, and you will see ads again. Plan any offline viewing or final episode watching before your final date passes.
Re-subscribing after cancellation
You can resubscribe to Viu at any time after cancellation. If you cancelled directly through Viu, simply log in and select "Subscribe to Premium" again. If you cancelled through Apple or Google, the same process applies in the App Store or Google Play. New and returning subscribers sometimes receive promotional discounts; check your email or the Viu website for offers.
Refund eligibility and how to request a refund
Refunds are available in specific circumstances. You must act quickly if you believe you qualify, because Viu's refund window is narrow.
When Viu will issue a refund
Viu's terms state that refunds are available within 12 hours of purchase if you cancel before any content is viewed or downloaded. This is an extremely limited window. In practice, Yafee has found that few users qualify because most people discover an unwanted charge after the 12-hour period has passed. Nevertheless, the Consumer Protection Act 1999 provides an additional route: if you subscribed online and cancel within 7 days of the original purchase date, you have a statutory right to a refund under distance consumer protection rules. This 7-day cooling-off period overrides Viu's 12-hour policy.
How to request a refund
- Gather your evidence: order confirmation email, transaction ID from your bank or payment provider, and a screenshot of your Viu account showing the charge.
- Email Viu support at [email protected] with the subject line "Refund request for subscription charged [date]".
- In your email, explain when you subscribed, when you discovered the charge, and whether you viewed any content.
- State clearly that you are requesting a refund under the 7-day cooling-off period in the Consumer Protection Act 1999 if your cancellation is within 7 days of the original charge date.
- Viu should respond within 5 to 7 business days. If they refuse and you believe they have breached Malaysian law, you may escalate to KPDNKX at 03 8000 8000 or submit a complaint online at consumer.kpdnkx.gov.my.
Pricing comparison with other malaysian streaming services
Understanding Viu's cost relative to competitors may help you decide whether to cancel or keep your subscription. The table below shows current pricing for major streaming services available in Malaysia.
| Service | Monthly cost | Annual cost | Content focus |
|---|---|---|---|
| Viu Premium | RM17.90 | RM179.00 | Asian dramas, Korean content |
| Netflix Standard | RM17.99 | RM215.88 | Global films, series, originals |
| Disney+ | RM13.99 | RM139.90 | Disney, Marvel, Star Wars |
| iQIYI | RM9.90 | RM99.00 | Chinese dramas and films |
| Astro Go | RM29.99 | RM299.90 | Malaysian TV, sports, originals |
Common mistakes people make when cancelling Viu
Cancellation is straightforward once you know your billing source, but several avoidable errors create unnecessary charges and frustration. You are not alone if you have made one of these mistakes; thousands of Malaysian subscribers encounter the same traps each month.
Cancelling in the wrong place
The most common error is cancelling on the Viu website when your payment comes from the App Store or Google Play. You click "cancel" on viu.com, receive a confirmation, and assume you are done. Two weeks later, the App Store charges you RM17.90 anyway because the cancellation never reached Apple or Google's billing system. Always check your billing source first. If the Viu app shows "Managed by Apple" or "Managed by Google Play", cancel there only.
Cancelling too close to your renewal date
If you cancel fewer than 7 days before your renewal date, there is a risk that your cancellation will not process in time and you will be charged. Malaysian consumer law requires 7 days' notice before renewal, so Yafee recommends cancelling at least 14 days early to ensure the request processes cleanly. If you cancel on the renewal date itself, you will likely be charged because the system has already triggered the automatic renewal.
Not keeping proof of cancellation
You receive a cancellation confirmation on-screen and assume that is sufficient. It is not. If you are charged again and need to dispute the charge with your bank or KPDNKX, you need a saved email confirmation or screenshot with a timestamp. Banks will ask for this evidence before they will reverse a charge. Immediately after cancelling, take a screenshot of the confirmation screen and save any cancellation email you receive.
Ignoring promotional offers at cancellation
When you try to cancel, Viu often displays a discounted offer, such as "50% off your next three months" or "RM5.99 this month only". If you click this link, you will be re-subscribed, not cancelled. If you are certain you want to cancel, ignore all offers and click only the "Confirm cancellation" button.
What to do if Viu keeps charging you after cancellation
If you have cancelled but Viu or your app store continues to charge you, act immediately. You have several escalation routes under Malaysian law.
Step 1: verify cancellation status
- Log in to your Viu account and check the subscription page. It should say "No active subscription" or display an expiry date in the past.
- If you cancelled through Apple, open the App Store, go to Subscriptions, and check that Viu shows "Cancelled" with an expiry date.
- If you cancelled through Google, open Google Play, go to Subscriptions, and verify that Viu shows "Cancelled".
Step 2: check your payment method for unauthorised charges
- Review your most recent bank statement or credit card bill.
- Identify any charge from Viu, the App Store, or Google Play that occurred after your cancellation date.
- Note the exact date, amount, and transaction ID of any unwanted charge.
Step 3: contact Viu support with proof
- Email [email protected] with the subject line "Unauthorised charge after cancellation".
- Attach screenshots of your cancellation confirmation email and your bank statement showing the charge.
- Request an immediate refund and an explanation for the charge.
- Viu should respond within 5 business days. If they refuse or do not respond, proceed to Step 4.
Step 4: file a dispute with your bank or app store
- Contact your bank or credit card issuer and request a chargeback for the unauthorised subscription renewal. Provide your cancellation confirmation email as evidence.
- If you were charged through Apple or Google, contact their support directly and request a refund, citing your cancellation status within the app.
Step 5: escalate to KPDNKX if necessary
- If Viu refuses to refund you and the charge violates Malaysian consumer law, file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKX).
- Visit consumer.kpdnkx.gov.my or call 03 8000 8000 during business hours (Monday to Friday, 8:30 a.m. to 5:30 p.m.).
- Provide your cancellation confirmation email, bank statement, and all communications with Viu as supporting documents.
- KPDNKX will investigate and may pursue enforcement action against Viu if a breach is found.
Cancellation checklist before you submit
Use this checklist to ensure you have completed every step correctly and have the evidence you need.
- ☐ I have identified whether I subscribed directly, through Apple, or through Google Play.
- ☐ I have logged into my account and noted my next renewal date.
- ☐ I have taken a screenshot of my subscription page showing the plan, cost, and renewal date.
- ☐ I am cancelling at least 7 days (ideally 14 days) before my renewal date.
- ☐ I have cancelled through the correct platform (Viu website, Apple App Store, or Google Play).
- ☐ I have received a cancellation confirmation message on-screen or via email.
- ☐ I have saved the cancellation confirmation email and taken a screenshot of the confirmation screen.
- ☐ I have checked my email (all folders, including spam) for the cancellation confirmation.
- ☐ I have verified that my subscription status now shows "Cancelled" or "No active subscription".
- ☐ I have saved all relevant documents in a folder or email for future reference.
How yafee helps you cancel Viu correctly
Yafee is a contract and subscription management platform that helps thousands of Malaysian consumers cancel digital services without error or unwanted charges. Yafee specialists have guided users through the Viu cancellation process and worked with KPDNKX to resolve disputes over unauthorised charges after cancellation. The platform allows you to upload your cancellation confirmation, track your final billing date, and receive alerts if a renewal charge occurs after you have cancelled. Yafee also maintains a library of current cancellation procedures for Malaysian streaming services, so you always have up-to-date instructions at your fingertips.
If you have already encountered a problem with Viu-such as continued charges after cancellation or a refund dispute-Yafee can assist you in drafting your escalation email to KPDNKX and gathering the supporting evidence you need. Yafee has helped thousands of consumers cancel subscriptions successfully and recover unwanted charges, and the platform operates entirely within Malaysian consumer law and KPDNKX guidelines.
Summary and key takeaways
Cancelling Viu requires you to identify your billing source, navigate to the correct cancellation page, and secure a confirmation email or screenshot. The process takes fewer than 5 minutes. Your cancellation takes effect before your next billing date if you submit it at least 7 days in advance. Under the Consumer Protection Act 1999, Viu must make cancellation as simple as subscription, and you have the right to a refund within 7 days of purchase if you change your mind. If Viu continues to charge you after cancellation or refuses a legitimate refund, you may escalate to KPDNKX at consumer.kpdnkx.gov.my or by calling 03 8000 8000.
The table below summarises the three cancellation routes and what you need to do in each case.
| Billing source | Where to cancel | Time to take effect | Proof needed |
|---|---|---|---|
| Direct (credit card or bank) | viu.com/my account page | Before next renewal date | Cancellation email from [email protected] |
| Apple App Store | App Store app > Subscriptions > Viu | Before next renewal date | Apple cancellation email |
| Google Play | Google Play app > Subscriptions > Viu | Before next renewal date | Google cancellation email |
Contact information and support in malaysia
If you need direct support from Viu during cancellation, use these contact details. Remember that Viu support hours are Monday to Friday, 9 a.m. to 6 p.m. Malaysian Standard Time.
- Email: [email protected]
- Phone: 03 2242 4240
- Help centre: viu.com/help
- Live chat: Available through the Viu app or help centre during support hours
If Viu does not resolve your issue within 7 business days, escalate to KPDNKX:
- Online complaint: consumer.kpdnkx.gov.my
- Phone: 03 8000 8000 (Monday to Friday, 8:30 a.m. to 5:30 p.m.)
- Post: Ministry of Domestic Trade and Consumer Affairs, Block 9, Federal Government Administrative Centre, 62988 Putrajaya, Malaysia
Yafee has helped thousands of consumers cancel Viu correctly and recover charges after unwanted renewals. If you need support through the cancellation process, guidance on your legal rights, or assistance escalating a dispute, Yafee is your partner. Visit yafee.com today to learn how we can protect your subscription account and ensure you are never charged for a service you no longer use.
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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