How to cancel New Masters Academy and recover your money: the complete guide for philippine subscribers

Understanding New Masters Academy and why you might want to cancel

New Masters Academy is an online art education platform that charges a recurring monthly subscription for access to video lessons, live classes, mentorship, and reference materials. If you are a subscriber in the Philippines, you are likely paying between ₱2,450 and ₱11,000 per month depending on your plan tier. The problem is not the quality of instruction, but the unclear cancellation process that leaves many subscribers confused about how to stop charges and whether they can recover unused fees.

Stopping a subscription should be straightforward. At Yafee, we know that it rarely is. This guide walks you through every step to cancel your New Masters Academy membership, protect your rights under Philippine consumer law, and claim a refund if you are entitled to one.

What New Masters Academy offers

New Masters Academy sells three main subscription tiers. The Library Plan at ₱2,450 per month gives you access to over 2,500 hours of on-demand art courses. The Library+ Plan at ₱3,950 per month adds recorded live classes and premium reference materials. The Live Plan at ₱11,000 per month includes group coaching sessions and one-on-one mentorship from instructors.

You are essentially renting access to a learning library each month, not buying individual courses. Once you cancel, your access to lessons, live sessions, and mentorship typically ends at the conclusion of your current billing cycle. However, the service does not clearly publish what happens to your notes, submissions, or coursework after you lose access.

Why subscribers in the philippines face cancellation delays

New Masters Academy publishes its cancellation policy on scattered pages rather than in one transparent terms document. The support team is based in the United States at [email protected] and +1 (714) 202-6408, which means responding to cancellation requests during Philippine business hours can take 24 to 48 hours or longer. The company does not publish its exact support hours, making email your most reliable contact method.

Additionally, the pricing you see on the website is in US dollars. When you pay from a Philippine bank account, credit card, or digital wallet like GCash or Maya, your bank applies its own exchange rate conversion. This means your actual charge may be slightly higher than the published peso equivalent, and tracking the exact amount becomes harder when exchange rates shift.

Your pricing summary and subscription tiers

Understanding what you are paying for is the first step toward making a cancellation decision that fits your budget and learning goals.

New Masters Academy subscription plans

Hidden costs and currency conversion factors

Your bank or payment processor applies an exchange rate markup when you convert Philippine pesos to US dollars. This markup ranges from 2 to 3 percent above the mid-market rate, meaning a ₱11,000 charge may actually cost you ₱11,220 to ₱11,330 depending on your financial institution. Additionally, some banks charge a foreign transaction fee of 1 to 1.5 percent on top of this conversion fee. You may also incur ATM withdrawal charges if you fund your account via cash advance or digital wallets that charge processing fees.

Yafee recommends checking your bank statement or payment app statements for the exact peso-to-dollar markup you are paying. This information becomes crucial if you file a chargeback or dispute claim later.

Should you cancel New Masters Academy: weighing the decision

Before you submit a cancellation request, consider whether cancellation is the right move or whether you should pause your membership instead.

Reasons to keep your subscription

If you are actively working through courses, participating in live sessions, or receiving mentorship, the monthly investment delivers ongoing value. The reference library remains searchable even during quieter months. If you believe you will return to active study within 3 to 6 months, pausing might be more cost-effective than cancelling and re-enrolling later (which may trigger a new-customer onboarding charge or reset your course progress).

Reasons to cancel immediately

Cancel if you are no longer opening the platform or attending live sessions. If your financial situation has changed and you cannot justify the expense, cancellation stops future charges immediately upon your request. If you have completed your learning goals, cancellation preserves your course completion records and certificates while stopping monthly billing. If you dispute the quality of instruction, cancellation gives you leverage to request a partial refund before you close your account entirely.

Your consumer rights under philippine law

The Consumer Act of the Philippines (Republic Act No. 7394) protects you as a subscriber and gives you legal leverage if New Masters Academy refuses to cancel or continues charging after you ask them to stop.

What the consumer act guarantees you

Under the Consumer Act, you have the right to cancel a subscription service without penalty or hidden fees, provided you follow the company's stated cancellation process. You also have the right to receive clear, truthful information about billing dates, renewal terms, and cancellation procedures before you are charged. If New Masters Academy fails to provide this transparency, or if they charge you after you submit a valid cancellation request, you can file a complaint with the Department of Trade and Industry (DTI).

The law also requires that any recurring charge must be explicitly authorized in writing by you. If you can prove that you requested cancellation and the company charged you anyway, you have grounds for a chargeback through your bank or credit card issuer, and you can escalate to the DTI Consumer Protection and Advocacy Group or the National Bureau of Investigation's Anti-Fraud Division.

Your legal position if the company refuses to cancel

Your rights in summary:

• You can cancel at any time without paying a penalty fee, regardless of your contract term.
• You are entitled to a refund for any charges applied after your cancellation request was submitted, provided the company received your request in writing.
• If New Masters Academy continues to charge you after cancellation, this constitutes unauthorized billing under the Consumer Act, and you can file a DTI complaint to recover those charges plus administrative costs.
• You can dispute any charge through your bank or payment processor within 60 days of the transaction date, and the burden of proof shifts to New Masters Academy to prove you authorized the charge.

How to use your rights if the company refuses to cancel

First, submit your cancellation request in writing via email to [email protected]. Include your account email, full name, account number (if available), and the date you want the cancellation to take effect. Request written confirmation of your cancellation within 48 hours. Take a screenshot of your email and any confirmation reply.

If New Masters Academy does not respond within 48 hours or refuses to cancel, send a follow-up email marked "URGENT: Cancellation Request and Dispute Notice." Reference the Consumer Act of the Philippines (Republic Act No. 7394) and state that you are requesting cancellation of all recurring charges effective immediately. Copy yourself on this email and save all correspondence.

If the company continues to charge you after this written notice, contact your bank immediately and initiate a chargeback dispute. Provide your bank with copies of your cancellation emails as evidence of your dispute claim. Your bank has 60 days to investigate and reverse unauthorized charges.

If your bank does not resolve the dispute in your favor, file a formal complaint with the DTI Consumer Protection and Advocacy Group. You can file online at dtipas.ph or visit your nearest DTI regional office with copies of your cancellation requests and billing statements. The DTI will investigate at no cost to you and can order New Masters Academy to refund your charges plus administrative penalties.

How to cancel New Masters Academy step by step

Follow this procedure to ensure your cancellation is documented and your account is properly closed.

Step 1: gather your account information

Before you contact New Masters Academy, collect the following details:

• Your registered email address on your New Masters Academy account
• Your account username or account ID (visible in your profile or account settings)
• Your billing cycle date (the day your monthly charge is processed)
• Your current subscription plan name (Library, Library+, or Live)
• Screenshots of your last three billing statements from your bank or payment processor
• The date you purchased your subscription

Step 2: send your written cancellation request via email

Compose an email to [email protected] using this template. Yafee advises using formal, documented communication at every stage to protect yourself legally.

Subject: Cancellation Request for Account [Your Email Address]

Dear New Masters Academy Support Team,

I am writing to request the immediate cancellation of my New Masters Academy subscription. My account details are as follows:

Account email: [Your registered email]
Account username or ID: [Your account ID]
Current plan: [Library/Library+/Live]
Billing cycle date: [Day of month your charge is processed]
Request date: [Today's date]
Cancellation effective date: [Today's date or end of current cycle]

I request that all recurring charges be stopped immediately and that you provide written confirmation of this cancellation within 48 hours to the email address listed above. Please confirm the cancellation in a separate email reply with the subject line "Cancellation Confirmed: Account [Your Email Address]."

Thank you for your attention to this matter.

[Your full name]
[Your phone number]
[Your current date]

Send this email from the account email address registered with New Masters Academy. Do not use a different email address, as this may slow confirmation. Take a screenshot of your sent email as proof of submission.

Step 3: allow 48 hours for a response

New Masters Academy support is based in the United States, so response times vary depending on US business hours and your timezone offset from the Philippines. Allow a full 48 hours (two working days) for a response. If you submit your cancellation request on a Friday evening Philippines time, expect a response by Monday or Tuesday US time.

During this waiting period, do not attempt to cancel through any other method or contact different support channels, as this may create duplicate cancellation requests and confusion. Monitor your inbox, including your spam folder, for the confirmation email.

Step 4: confirm your cancellation in writing

When you receive the confirmation email from New Masters Academy, forward it to yourself and save it as a PDF or screenshot. This email is your proof of cancellation and your legal documentation if any charges are disputed later.

Verify that the confirmation email includes all of the following:

• Your account email address
• The exact date your cancellation becomes effective
• A statement that all recurring charges will stop on that date
• Confirmation that your access to courses and live sessions will end on that date
• Instructions on how to access any archived work, notes, or certificates after cancellation

If the confirmation email is vague or does not include these details, send a follow-up email asking for clarification and requesting that New Masters Academy include each of these points in writing.

Step 5: monitor your next billing cycle

Mark your calendar with your next billing date. When that date arrives, check your bank account or payment app to confirm that no charge was processed. If your cancellation was supposed to take effect on or before that date, you should see no transaction.

If a charge still appears, take the following action immediately: contact your bank and initiate a dispute, referencing your cancellation confirmation email from New Masters Academy as evidence. Provide your bank with copies of both your cancellation request and the company's written confirmation that you submitted a valid cancellation.

Step 6: request your refund (if applicable)

If you are entitled to a refund under the Consumer Act or under New Masters Academy's own cancellation policy, submit a written refund request to [email protected] within 7 days of your cancellation confirmation. Include the following in your refund request:

• Your account email and account ID
• The date you requested cancellation
• The date the company confirmed your cancellation
• The amount of any charges you believe were applied after your cancellation request (with supporting bank statements)
• The specific reason for your refund claim (e.g., "I was charged after submitting my cancellation request," or "I request a pro-rata refund for the unused portion of my current billing cycle")
• Your payment method and the last four digits of your card or account number

Request that the company process your refund within 14 days and provide confirmation of the refund in writing.

Understanding what happens after you cancel

Cancellation does not happen instantly. Your access winds down according to your billing cycle, and your data handling is governed by New Masters Academy's privacy policy and data retention rules.

Timeline after cancellation confirmation

On the day you cancel (or the day your cancellation becomes effective, as specified in the confirmation email), you typically retain access to your account until midnight that day. You can download any notes, submissions, or certificates at this time. Some services allow a grace period of 7 to 14 days after cancellation to retrieve archived work; contact support to clarify this.

Once your access ends, your login credentials may no longer work, or your account may be locked with a "cancelled" status. You cannot reactivate a cancelled account; you must create a new account if you decide to subscribe again in the future. Any course progress tied to your old account is typically not transferred to a new account.

What happens to your course certificates and completion records

New Masters Academy should retain copies of any course completion certificates or transcripts after cancellation. These are typically tied to your account email, not to your active subscription. Before you cancel, download and save any certificates you want to keep. If certificates are not available for download, ask support to email them to you before your cancellation takes effect.

Reactivation costs and new-subscriber charges

If you cancel and later decide to resubscribe, you will be treated as a new customer. Some online education platforms offer a discount or waived setup fee for returning customers, but New Masters Academy does not publicly advertise such a policy. Assume you will pay the full monthly rate for whichever plan you choose. Your course history and progress from your previous account will not automatically transfer to your new account.

Refunds and your rights to recover money

Your eligibility for a refund depends on when you cancel, why you cancel, and what New Masters Academy's own refund policy states.

When you are entitled to a refund

You are legally entitled to a refund in the following scenarios under the Consumer Act of the Philippines:

• Unauthorized charges: If New Masters Academy charged you after you submitted a written cancellation request, you can demand a refund of those charges plus interest and administrative costs.
• Billing errors: If you were charged twice in one cycle, or if you were charged an amount different from the advertised price due to an error on the company's end, you are entitled to a full refund of the excess.
• Failure to deliver services: If New Masters Academy promised certain features (live sessions, mentorship availability, course content) and failed to provide them, you may request a partial refund or pro-rata credit.
• Pro-rata refunds for unused time: If you cancel mid-cycle and the company's policy allows pro-rata refunds, you are entitled to a refund for the unused portion of your current billing period. (Note: not all companies offer this, so check their terms first.)

When you are unlikely to receive a refund

You will likely not receive a refund if you cancel for personal reasons and have already completed the majority of your current billing cycle. Subscription services operate on a "monthly access" model, not a "pay-per-lesson" model, so once the month has started, the company argues you have received the benefit of access for that month. However, if you cancel within the first 7 days of a new billing cycle and have not used the service substantially, it is worth requesting a pro-rata refund.

How to request and track your refund

After you submit your refund request, allow 14 to 21 business days for processing. Most refunds are credited back to your original payment method (credit card, debit card, or digital wallet). If you paid via GCash or Maya, the refund may appear as a balance credit in that app or as a separate transfer to your linked bank account, depending on the app's refund processing rules.

Contact your bank or payment provider if the refund does not appear within 21 days. They can trace the refund status and confirm whether New Masters Academy initiated the transfer. If the company did not process a refund after your request, you can escalate to the DTI or initiate a chargeback through your bank.

Yafee recommends taking screenshots of your refund request email and any responses from New Masters Academy confirming receipt of your refund request. This documentation is critical if you need to file a dispute with your bank or the DTI.

Common mistakes to avoid when cancelling

Cancellation is straightforward if you follow the correct procedure, but small errors can delay your cancellation or weaken your legal position if the company continues to charge you.

Mistake 1: cancelling through your payment method instead of contacting the company

Many subscribers try to cancel by blocking the charge at their bank or removing their payment method from their digital wallet. This does not cancel your subscription; it only delays the charge. New Masters Academy will attempt to rebill you, and when the charge fails, they may flag your account or hold your access. Always cancel directly with the company in writing, not indirectly through your bank.

Mistake 2: not requesting written confirmation

Verbal cancellations via phone or live chat are difficult to prove if a dispute arises. Always submit your cancellation request via email and request written confirmation in a separate reply email. This creates a paper trail that protects you legally under the Consumer Act if the company refuses to honor your cancellation.

Mistake 3: assuming your cancellation is final without monitoring your next billing cycle

Do not assume your cancellation took effect just because the company sent you a confirmation email. Check your bank account on your next scheduled billing date to confirm no charge was processed. If a charge appears, you have 60 days from that charge date to dispute it with your bank, but you must act quickly.

Mistake 4: deleting your cancellation confirmation email

Save every email from New Masters Academy related to your cancellation. Archive these emails in a folder labeled "New Masters Academy Cancellation" and back them up to cloud storage or print them as PDFs. If you ever need to file a DTI complaint or initiate a chargeback, these emails are your most powerful evidence.

Mistake 5: not checking your spam or promotions folder

Confirmation emails from New Masters Academy may land in your Gmail Promotions tab or your spam folder instead of your inbox. Check these folders frequently during the 48-hour window after you submit your cancellation request. If you do not receive confirmation within 48 hours, send a follow-up email and ask the company to confirm that they received your first email.

Comparison: other online education platforms and their cancellation policies

If you are weighing whether to stay with New Masters Academy or switch to another art education platform, Yafee has compiled a comparison of cancellation transparency across similar services.

Why New Masters Academy stands out

New Masters Academy's main weakness is transparency. The company does not publish a single, centralized cancellation page on its website. Instead, cancellation instructions are scattered across help articles and support documentation. Furthermore, the company does not offer a money-back guarantee within the first 7 to 30 days, unlike Domestika, Udemy, or MasterClass. This puts the burden on you to verify that the service meets your needs before you commit to a month of charges.

The company's strength is instructor quality and community mentorship, especially in the Live Plan tier. If you value one-on-one feedback and live group coaching, New Masters Academy delivers that value. However, if you are exploring the platform for the first time, cancel within the first month if the curriculum does not match your goals, and submit a refund request immediately upon cancellation.

Cancellation checklist and tracking sheet

Use this checklist to ensure you have completed every step correctly and have documented your cancellation for legal protection.

• Email address collected and verified: Is the email on file with New Masters Academy the one you are using to send your cancellation request? Yes / No
• Account ID or username noted: Have you located your account ID in your profile settings? Yes / No
• Current billing cycle date recorded: Do you know the exact day each month your subscription renews? Yes / No
• Cancellation email drafted and proofread: Have you used the template provided in Step 2 and double-checked for spelling and clarity? Yes / No
• Email sent from your account email address: Did you send the cancellation request from the same email registered with New Masters Academy? Yes / No
• Screenshot of sent email saved: Have you captured proof that you sent the cancellation email with the date and time stamp? Yes / No
• Awaiting 48-hour response window: Have you waited a full 48 hours before sending a follow-up? Yes / No
• Confirmation email received and archived: Have you received written confirmation of your cancellation and saved it in multiple locations (email backup, cloud storage, PDF)? Yes / No
• Confirmation email contains all required details: Does the confirmation include your email, cancellation effective date, and statement that recurring charges will stop? Yes / No
• Next billing date marked on calendar: Have you noted when your next charge would be if the cancellation had not taken effect? Yes / No
• Bank account monitored on next billing date: Have you checked your bank statement or payment app to confirm no charge appeared? Yes / No
• Refund request submitted (if applicable): If you are owed a refund, have you submitted a formal refund request to [email protected]? Yes / No
• Refund tracked and confirmed: Have you received confirmation that your refund was processed and verified it appeared in your account within 21 days? Yes / No

Contact information for New Masters Academy cancellation and escalation

Direct your cancellation request to the following channels, in this order of preference.

Primary cancellation contact

Email: [email protected]
Response time expected: 24 to 48 hours during US business hours
What to include: Your account email, username, and a clear statement that you want to cancel immediately

Backup contact (if email support does not respond)

Phone: +1 (714) 202-6408 (US-based support line)
Note: Call during US Pacific Time business hours (08:00 to 17:00 PST). This translates to 23:00 to 08:00 the next day Philippines Time, so call late in the evening or very early morning to reach a live representative. Request that they send you written confirmation of your cancellation via email immediately after the call.

Escalation contacts in the philippines

If New Masters Academy does not cancel your subscription or continues charging you after your cancellation request, file a complaint with:

Department of Trade and Industry (DTI) Consumer Protection and Advocacy Group
Website: www.dtipas.ph
Email: [email protected]
Phone: +63 2 8733 9999
Physical address: Department of Trade and Industry, G/F and 2nd Floor, DTI Building, Senate Avenue, Makati, Metro Manila 1200
What to file: Formal complaint for unauthorized recurring charges, failure to honor cancellation request, or breach of the Consumer Act of the Philippines (Republic Act No. 7394)
Required documentation: Your cancellation request email, the company's confirmation (if any), all billing statements showing charges after your cancellation request, and copies of any chargeback disputes filed with your bank

National Bureau of Investigation (NBI) Anti-Fraud Division (if money was obtained through deception or misrepresentation)
Phone: +63 2 8724 9274
Physical address: NBI Building, 4608 San Pablo Street, Pandacan, Manila 1000

Your bank or payment processor dispute department
Action: Initiate a chargeback for any unauthorized charge that appeared after your written cancellation request. Provide your bank with copies of your cancellation email and the company's confirmation (or lack thereof).

Final guidance and next steps

Cancelling New Masters Academy is a straightforward process if you follow the written procedure, document every step, and escalate through the proper channels if the company resists. The Consumer Act of the Philippines gives you strong legal protections; you simply need to exercise those rights systematically.

Your cancellation should be effective within 48 hours of your email request. No recurring charges should appear after that point. If they do, your bank and the DTI have legal authority to reverse those charges and order the company to refund you. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover unauthorized charges by following this exact procedure. Your situation is solvable, and your money is recoverable if you document it properly.

Start with Step 1 today: gather your account information and draft your cancellation email. Send it to [email protected] this week. Mark your calendar for your next billing date and monitor your bank account. If any issues arise, refer back to the escalation contacts in this guide and file a DTI complaint immediately. Yafee is here to help you understand your rights and enforce them if New Masters Academy does not honor your cancellation request.