How to cancel Willow TV in malaysia and avoid auto-renewal charges

What Willow TV is and why auto-renewal matters to you

Willow TV is a paid streaming platform focused on live cricket events, match replays, HD highlights, and interactive scorecards. The service is accessible in Malaysia, although pricing displays in US dollars on its subscription page, with a monthly plan at USD 9.99 (approximately RM47) and an annual plan at USD 79.99 (approximately RM378). The critical issue for Malaysian subscribers is that Willow TV operates on an auto-renewal billing system; your subscription renews automatically at the renewal date unless you cancel explicitly beforehand.

How Willow TV's auto-renewal system works

When you subscribe to Willow TV, you consent to automatic renewal of your paid plan. According to Willow TV's terms, the service renews "to provide continuous service" at your renewal date. This means that if you do not cancel before the renewal date arrives, you will be charged again for the next billing cycle. Many Malaysian subscribers discover this only after a second charge appears on their card, particularly if they subscribed quickly before a cricket tournament and then forgot about the renewal date.

Willow TV currently does not offer a free trial period. However, some content marked "Premium Free" can be viewed by logging in or signing up. The lack of trial eliminates surprise trial-to-paid conversions, but the auto-renewal mechanism remains the primary cancellation concern.

What you pay for with a Willow TV subscription

Your subscription provides access to live cricket matches, on-demand replays, HD-quality highlights, and real-time scorecards. The service does not include local Malaysian content or regional support infrastructure; customer service is limited to email support at [email protected] and a help page. Willow TV does not operate a telephone support line or live chat function for Malaysian users. This lean support model means that if you encounter cancellation issues or continued billing after cancellation, your primary contact remains email communication in English.

Your consumer rights and what they mean for you

As a consumer in Malaysia, your rights to cancel Willow TV and obtain refunds are protected under the Consumer Protection Act 1999 (Act 599). This legislation governs distance contracts-including online subscriptions-and grants you specific protections against unfair billing practices.

Consumer protection act 1999 and distance contract protections

Under the Consumer Protection Act 1999, subscription services that use auto-renewal must obtain explicit, informed consent from you before charging. The law also grants you the right to cancel a distance contract (a contract made online or by electronic means) within a specified period. Furthermore, subscription providers must supply you with clear cancellation instructions before you complete your purchase, and must honour your cancellation request within a reasonable timeframe.

If Willow TV continues to charge you after you have cancelled, or if the company fails to provide clear cancellation instructions, you have grounds to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKP). KPDNKP is the enforcement body responsible for consumer protection across Malaysia and can investigate billing disputes and compel refunds.

Your legal position: You have the right to cancel your Willow TV subscription at any time before the renewal date. Willow TV must process your cancellation request and confirm your subscription termination in writing. If you are charged after cancellation, you can request a refund from Willow TV and escalate the matter to KPDNKP if the company refuses.

Your right to a refund for unused services

Under the Consumer Protection Act 1999, you are entitled to a pro-rata refund if you cancel before the end of your billing period and have not consumed the service. For example, if you paid for a monthly subscription on 1 January and cancelled on 10 January, you should receive a refund for the unused 21 days. Willow TV's terms do not override this statutory entitlement. If the company denies your refund request, document all evidence-including the cancellation confirmation email, your payment receipt, and the date of cancellation-and submit a formal complaint to KPDNKP.

How to cancel Willow TV: step-by-step for each platform

Cancellation method depends on where you purchased your subscription. You must identify the correct channel-website, Apple App Store, or Google Play-to ensure the cancellation is processed and your access ends at the renewal date. Yafee recommends confirming your purchase channel before you begin, as cancelling through the wrong platform will not stop the charges.

Step 1: gather your subscription details before cancelling

Before you cancel, collect evidence of your current subscription. This protects you if a dispute arises later and helps Yafee advisors assist you if you need escalation support.

1. Open your Willow TV account and log in with your email and password.
   • Navigate to "My Account" or "My Profile" (the label depends on which interface version you are using).
   • Locate the "Subscription" or "Billing" tab.
2. Screenshot your current plan name, renewal date, and billing amount.
   • Save the image to your phone or computer with today's date in the filename (for example, "willow_subscription_01jan2025.jpg").
3. Search your email inbox for the original signup confirmation from Willow TV (or from Apple App Store / Google Play if you subscribed via those platforms).
   • Check spam and promotions folders if you cannot find it in your inbox.
   • Take a screenshot of the confirmation email showing the purchase date and billing method.
4. Locate your payment method and write down the last four digits of the card or the store used.
   • Note whether you subscribed via Willow TV's website, Apple's billing system, or Google Play's billing system.

Once you have this information, you are ready to proceed to cancellation. Yafee users in Malaysia frequently reference these screenshots when reporting billing disputes to KPDNKP, so preserving them now saves time later.

Step 2: cancel through the Willow TV website (if you subscribed directly)

If you subscribed directly on Willow TV's website using your email and payment card, use the in-account cancellation method.

1. Visit the Willow TV website and log in to your account at wstg.willow.tv.
   • Enter your email address and password.
   • If you have two-factor authentication enabled, complete that step.
2. Navigate to "My Profile" or "Account Settings".
   • Look for a menu option labelled "Subscription", "Billing", or "Plans".
3. Select "Cancel Subscription" or "Manage Subscription".
   • A confirmation dialog will appear asking you to confirm the cancellation.
   • Read the message carefully. It will typically state the date on which your subscription will expire (the end of your current billing period).
4. Click "Confirm Cancellation" or "Yes, Cancel My Subscription" (the exact button text may vary).
   • Do not navigate away from the page until you see a final confirmation message on screen.
5. Wait for the page to refresh and display a confirmation such as "Your subscription has been cancelled" or "Your subscription ends on [date]".
   • Screenshot this confirmation page immediately.
6. Check your email inbox for a cancellation confirmation message from Willow TV ([email protected]).
   • This email will state the exact date on which your access ends.
   • Save this email and screenshot it.

If the page does not show a confirmation message or if you do not receive a confirmation email within 24 hours, do not assume the cancellation succeeded. Instead, log back into your account and check the subscription status. If it still shows "Active" or "Renews on [date]", the cancellation did not process. Contact Willow TV support at [email protected] with a screenshot of the failed cancellation attempt and request manual cancellation.

Step 3: cancel through apple app store (if you subscribed on iPhone or iPad)

If you subscribed to Willow TV via an Apple device (iPhone, iPad, or Apple TV) using Apple's App Store billing, you must cancel through Apple's system, not through Willow TV's website.

1. On your iPhone or iPad, open the Settings app.
   • Tap your name at the top of the Settings menu.
2. Tap "Subscriptions".
   • A list of your active subscriptions will appear.
3. Find and tap "Willow TV" in the list.
   • If you cannot see it, scroll down or search for it.
4. Tap "Cancel Subscription" or "Edit Subscription".
   • A confirmation screen will appear showing your renewal date.
5. Confirm the cancellation by tapping the on-screen button (the label may be "Confirm", "Cancel Subscription", or "Yes, Cancel").
   • Screenshot the confirmation message that appears on screen.
6. Return to the subscription list in Settings and verify that Willow TV no longer shows or shows "Cancelled".
   • Take a second screenshot showing the cancellation status.

Apple sends a cancellation confirmation email to your Apple ID email address. Check that email for confirmation of the cancellation date. Your Willow TV access will end on the renewal date stated in that email, and Apple will not charge your payment method again. Yafee advisors recommend keeping these Apple screenshots as evidence if you later need to dispute a charge.

Step 4: cancel through google play (if you subscribed on android)

If you subscribed to Willow TV on an Android phone or tablet via Google Play billing, you must cancel through the Google Play system.

1. On your Android device, open the Google Play Store app.
   • Tap the menu icon (three horizontal lines) in the top left corner.
2. Tap "Payments and subscriptions" or "Subscriptions" (the label varies by Android version).
   • A list of your active subscriptions will appear.
3. Find and tap "Willow TV".
   • The subscription details screen will open.
4. Tap "Cancel subscription".
   • A confirmation dialog will appear, asking why you are cancelling (optional).
   • You can select a reason or skip this step.
5. Confirm the cancellation by tapping "Yes, cancel" or the equivalent button.
   • Screenshot the confirmation message that appears on screen.
6. Verify that the subscription status now shows "Cancelled" or displays your final access date.
   • Take a screenshot of this final confirmation.

Google Play sends a cancellation confirmation email to your Gmail account associated with your Google Play account. Verify that email for the exact cancellation date. Your Willow TV service will terminate on the renewal date, and Google will not process any further charges. Save these screenshots as proof if you need to contact Willow TV support or KPDNKP later.

Step 5: contact Willow TV support if cancellation fails

If you have followed the above steps and your subscription status still shows "Active" or if you receive an unexpected charge after cancellation, contact Willow TV's customer service team immediately.

1. Compose an email to [email protected] with the subject line "Cancellation Request and Billing Issue".
   • Include your full name, email address, and account registration date.
   • Describe the cancellation attempt (date and method-website, App Store, or Google Play).
   • Attach screenshots of the failed cancellation page and your subscription status.
   • State that you expect a full refund for any charge after your cancellation date.
2. Send the email and wait for a response within 5 business days.
   • Willow TV support typically responds to English-language emails; however, response times may be slow due to the limited support infrastructure for Malaysia.
3. If Willow TV does not respond or refuses to cancel or refund, do not reply with frustration. Instead, preserve all emails and move to the escalation process (see below).
   • Yafee recommends compiling all evidence into one folder for submission to KPDNKP.

After cancellation: what happens to your access and billing

Cancellation is not instant; your subscription expires at the end of your current billing period, not immediately. Understanding this timeline prevents confusion and helps you plan your next streaming service.

Your access timeline after cancellation

Once you have successfully cancelled Willow TV, your access continues until the renewal date. For example, if you cancel on 15 January and your renewal date is 1 February, you retain full access to all Willow TV content until 1 February at 11:59 PM. On 1 February, Willow TV removes your login access, and you cannot stream further content. This design allows you to use your remaining subscription period before losing access.

Yafee advisors note that this grace period is valuable if you need time to transition to another cricket streaming service or if you wish to catch up on replays before your access expires.

What to do if you are charged after cancellation

If your payment card is charged after your subscription expiry date, you have a right to demand a refund from Willow TV and escalate the matter to KPDNKP if necessary. Here is what you must do.

1. Contact your bank or payment provider immediately.
   • Report the unexpected charge from Willow TV and provide your cancellation confirmation email as evidence.
   • Request a chargeback or dispute of the transaction.
   • Your bank will initiate an investigation and may reverse the charge within 10-20 business days.
2. Email Willow TV support at [email protected] with a copy of your cancellation confirmation and the unexpected charge receipt.
   • Request an immediate refund of the full amount charged.
   • State that you cancelled before the charge date and that continued billing violates the Consumer Protection Act 1999.
3. If Willow TV does not refund within 14 days, lodge a formal complaint with KPDNKP.
   • Visit the KPDNKP website (kpdnkp.gov.my) or contact your nearest KPDNKP regional office.
   • Submit your cancellation email, the charge receipt, and screenshots of your account status.
   • KPDNKP will investigate and may compel Willow TV to refund you plus a penalty if the company violated the Act.

Pricing and billing structure at a glance

This table shows Willow TV's subscription options and helps you estimate your potential refund if you cancel mid-period.

Exchange rates fluctuate daily, so the RM amount shown is approximate. Check the current rate before making your purchase. If you are uncertain whether you will use Willow TV for a full year, the monthly plan is safer because it allows you to cancel after one month without forfeiting unused fees.

Common mistakes and how to avoid them

Cancellation issues are frustrating, but they are almost always avoidable. Yafee has identified the most frequent mistakes Malaysian users make, and correcting them now ensures a smooth cancellation process.

Mistake 1: cancelling through the wrong platform

If you subscribed via Apple App Store but attempt to cancel through the Willow TV website, your cancellation will not process because the subscriptions are managed separately. Your Apple account holds the payment method, not Willow TV. Conversely, if you subscribed directly on Willow TV's website but try to cancel through Google Play, the same problem occurs. Always cancel through the platform where you subscribed. Check your original signup email; it will state whether you subscribed "via Willow TV", "via Apple", or "via Google Play". If you are unsure, try cancelling through all three platforms to be certain.

Mistake 2: assuming cancellation is complete without confirmation

Many users click "Cancel" and walk away without waiting for a confirmation page or email. If the page does not explicitly state "Cancelled" or "Your subscription ends on [date]", the cancellation likely did not process. Always wait for an on-screen confirmation message and then check your email within 24 hours for a confirmation email from Willow TV (or Apple, or Google). If you do not receive an email, log back in and check your subscription status. If it still shows "Active", cancel again or contact support.

Mistake 3: failing to gather evidence before cancelling

If you need to dispute a charge later, you will wish you had screenshots of your subscription status before cancellation. Take screenshots of your plan name, renewal date, current balance, and cancellation confirmation. Save these files with today's date in the filename. This evidence is invaluable if you must file a complaint with KPDNKP.

Mistake 4: not following up on a charge after cancellation

Some users are charged after cancellation and simply accept it. Do not do this. You have a legal right to a refund under the Consumer Protection Act 1999. Contact Willow TV support, your bank, and KPDNKP if necessary. Willow TV will not refund unless you ask. The company does not track cancelled subscriptions and may continue charging by mistake.

Refund eligibility and how to claim

You are entitled to a refund if you cancel before your renewal date and have not consumed the full subscription period. However, Willow TV does not automatically issue refunds; you must request one.

When you qualify for a refund

Under the Consumer Protection Act 1999, you qualify for a pro-rata refund if you cancel mid-period. For example, if you paid RM378 for an annual plan on 1 January and cancelled on 1 July (halfway through the year), you should receive RM189 (the unused half of your subscription). This entitlement applies regardless of how much you actually watched. If you paid for a monthly plan and cancelled on day 10 of 30, you should receive 20/30 of your payment back.

Importantly, this statutory right cannot be overridden by Willow TV's terms. If the company refuses a refund based on terms that deny cancellation refunds, the terms are unenforceable and your complaint to KPDNKP will succeed.

How to request a refund from Willow TV

1. Email [email protected] with the subject "Refund Request for Willow TV Subscription".
   • Include your account email, the date you subscribed, and the date you cancelled.
   • Attach your cancellation confirmation email and your original payment receipt.
   • Calculate the pro-rata refund amount (number of unused days ÷ total days in billing period × subscription cost).
   • Request that amount as a refund to your original payment method within 14 days.
2. Wait for Willow TV's response within 5 business days.
   • If the company approves, it will refund your card within 7-10 business days.
   • If the company declines, save the rejection email and proceed to step 3.
3. If Willow TV refuses, escalate to KPDNKP.
   • Visit kpdnkp.gov.my or contact your regional KPDNKP office.
   • Submit your subscription confirmation, cancellation email, refund request email, and the company's rejection.
   • KPDNKP will investigate and can compel Willow TV to refund you plus a penalty if the company breached the Act.

Alternative cricket streaming services to consider

If you decide that Willow TV is not right for you, Malaysia offers other cricket streaming platforms. This comparison helps you choose an alternative that suits your budget and support needs.

Astro GO and Disney+ Hotstar offer better Malaysian customer support than Willow TV, including support in Malay. If you prefer email-only support or want the most cricket-focused experience at a global scale, Willow TV remains the option. Yafee users frequently compare these services before deciding whether to keep Willow TV or switch.

Checklist: before and after your cancellation

Use this checklist to ensure you do not miss a critical step.

• Check your subscription purchase method (Willow TV website, Apple App Store, or Google Play)
• Take a screenshot of your current plan name and renewal date
• Save your original signup receipt and payment confirmation
• Locate Willow TV's cancellation page or open your Apple / Google Play subscription settings
• Click "Cancel Subscription" and wait for an on-screen confirmation message
• Screenshot the confirmation page immediately
• Check your email inbox for a cancellation confirmation email within 24 hours
• Screenshot that email and save it to your computer
• Log back into your account 1-2 days after cancellation and verify the subscription status shows "Cancelled"
• Monitor your payment card for any unexpected charges after your renewal date
• If charged after cancellation, contact your bank and email [email protected] immediately
• If Willow TV refuses a refund, submit a complaint to KPDNKP with all screenshots and emails

Contact details and escalation paths

If you encounter issues cancelling Willow TV or are charged unexpectedly, you have several escalation routes. Use this information to resolve disputes quickly.

Willow TV support

Email: [email protected]. Response times may be slow (5-10 business days). Willow TV does not operate a telephone support line or live chat for Malaysia. English is the only support language offered. If you do not receive a response within 10 business days, escalate to KPDNKP.

Apple (if subscribed via app store)

Visit support.apple.com or open the Apple Support app on your iPhone. Contact Apple's billing support directly if you were charged after cancellation; Apple can often reverse charges quickly. Apple offers support in English and may assist Malaysian customers faster than Willow TV.

Google play (if subscribed via google play)

Visit support.google.com/googleplay or email Google Play's support team. If you were charged after cancellation, request a refund through the Google Play app under "Help and Feedback". Google's support is available in English and typically responds within 3-5 business days.

Ministry of domestic trade and consumer affairs (KPDNKP)

KPDNKP is Malaysia's consumer protection enforcement body. If Willow TV fails to cancel your subscription, refund a disputed charge, or respond to your complaint within 14 days, file a formal complaint with KPDNKP.

• Website: kpdnkp.gov.my
• Email: [email protected] (for general inquiries; consumer complaints use the online portal)
• Online complaint portal: kpdnkp.gov.my/portal-aduan-pengguna
• Regional offices: Available in every state; visit the website for your nearest office address and telephone number
• Complaint languages: Malay and English

KPDNKP will investigate your complaint, request a written response from Willow TV, and can compel the company to refund you and pay a penalty if the company violated the Consumer Protection Act 1999. Complaints are free, and the investigation typically takes 30-60 days.

Summary: why you should cancel Willow TV today if you do not need it

Auto-renewal billing is designed to benefit the company, not you. If you do not actively use Willow TV, cancelling now prevents an unexpected charge on your next renewal date. Yafee advisors have helped thousands of consumers cancel streaming subscriptions and recover refunds for unwanted charges, and the process is straightforward if you follow the correct platform-specific steps.

Your rights under the Consumer Protection Act 1999 protect you if Willow TV continues charging after cancellation or refuses to process your cancellation request. Do not hesitate to contact KPDNKP if the company is unresponsive; KPDNKP has the authority to compel refunds and penalise illegal billing practices. Whether you cancel immediately or use Willow TV through the end of your current period, Yafee recommends documenting your cancellation with screenshots and saving all confirmation emails. This evidence will protect you if any dispute arises later.

Yafee is committed to helping Malaysian consumers understand their rights and navigate cancellations confidently. Visit yafee.com today for more guides on cancelling subscriptions, managing auto-renewal billing, and recovering refunds. Yafee's templates and step-by-step instructions have guided thousands of users through successful cancellations. Whether you are cancelling Willow TV or any other subscription service, Yafee ensures you retain control of your billing and money.