How to cancel Superprof and recover your money: the filipino consumer's complete guide

Understanding superprof's dual payment structure

Superprof is an online tutoring marketplace that connects you with private tutors across mathematics, music, languages, fitness, and hobbies. The platform operates from France, which means its terms of service are governed by French law. However, this does not change your rights as a Filipino consumer under the Consumer Act of the Philippines (Republic Act No. 7394).

The critical distinction many Filipino users miss is this: when you join Superprof, you are not simply paying a tutor directly. You are paying Superprof itself for the Student Pass, which is a separate monthly subscription that grants you access to contact and book tutors. Lesson fees with individual tutors are charged separately on top of this subscription. This dual-payment structure is where most cancellation confusion begins, and it is precisely why Yafee recommends understanding your charges before you attempt to cancel.

What the student pass actually costs

The Student Pass costs approximately PHP 2,450 per month, with automatic renewal every 30 days. This pass does not cover your actual lessons. It only unlocks the ability to message tutors and book sessions with them. Each tutor sets their own hourly rate independently, and some offer a free first lesson, though that depends entirely on the individual tutor's profile, not on Superprof itself.

Many users expect a single charge to cover everything. It does not. Your Student Pass continues to renew automatically until you cancel it. Lesson cancellations operate under separate rules, typically governed by a 24-hour cancellation window before the scheduled lesson begins. Understanding this separation is essential before you attempt to cancel, because the two systems require different cancellation procedures.

Why superprof's support structure affects filipino users

Superprof does not maintain a Philippines-specific support team. Your contact options are limited to a help center, a masked email address, and no live chat or telephone line. This creates a genuine friction point if you need to dispute a charge or chase a refund when you have paid via GCash, Maya, or a local credit card.

Filipino complaints centre on two recurring issues: slow or unresponsive support responses, and partial refunds when you cancel a lesson within the 24-hour cancellation window. If you pay via local payment methods, screenshot every transaction and confirmation immediately, because support response times are often slow and your payment records become your primary evidence of cancellation.

Your legal position under philippine consumer law

The Consumer Act of the Philippines protects you even when dealing with foreign companies like Superprof. Superprof's French incorporation does not override your statutory rights as a Filipino consumer.

Core protections that apply to Superprof cancellations

Under the Consumer Act of the Philippines (Republic Act No. 7394), any recurring subscription must give you the unconditional right to cancel without penalty. The Superprof Student Pass is a recurring charge, so you can cancel at any time. The company must stop charging you after your current billing period ends. If Superprof continues to charge you after you submit a valid cancellation request, or if you cancel within the required notice window and still receive a charge, that constitutes a violation of your consumer rights under Philippine law.

You also hold the right to receive accurate, clear information about subscription terms before you pay. If Superprof failed to clearly disclose that the Student Pass is separate from lesson fees, or that it renews automatically every 30 days, that represents a dark pattern under Philippine consumer law. Such omission gives you grounds to request a refund or initiate a chargeback through your bank or payment provider.

Your legal position: You can cancel at any time without penalty. Any charges after your cancellation date violate the Consumer Act. You can dispute unauthorised charges with your payment provider, and you may escalate to the Department of Trade and Industry (DTI) if Superprof refuses to cooperate.

Escalation routes if Superprof refuses to cooperate

If Superprof does not refund you or respond to cancellation requests within 30 days, you have two formal escalation routes. First, file a complaint with the Department of Trade and Industry (DTI), which has authority over foreign merchants trading with Filipino consumers. Second, dispute the charge with your bank or payment provider. Most Filipino banks and GCash allow you to dispute foreign charges, especially when the merchant has failed to honour a cancellation request or continues charging after you have submitted proof of cancellation.

Yafee recommends gathering all evidence before you escalate: your cancellation request (email, screenshot, or date of submission), the merchant's response (or lack thereof), and all transaction records. This documentation strengthens your position with both the DTI and your payment provider.

Pricing and subscription costs at a glance

Understanding what you pay helps you identify which charges should stop after cancellation.

How to cancel your Superprof student pass

Cancellation requires you to act through your account settings or by direct email to Superprof's support team. The process is straightforward once you know the correct steps.

Step 1: log into your Superprof account

1. Go to superprof.com and enter your login credentials (email and password)
2. If you have forgotten your password, click "Forgot password?" and reset it using your registered email
3. Once logged in, navigate to your account settings or profile page

Step 2: locate the subscription or billing section

1. In your account settings, find the "Billing" or "Subscription" tab
2. This section displays your active Student Pass, renewal date, and payment method
3. If you cannot locate it in settings, proceed to Step 3 (email cancellation)

Step 3: cancel via account settings (if available)

1. In the Billing section, look for a "Cancel Subscription" or "Manage Subscription" button
2. Click it and follow the prompts to confirm cancellation
3. Superprof should display a confirmation message immediately
4. Screenshot this confirmation for your records
5. Check your registered email for a cancellation confirmation email within 24 hours

Step 4: cancel by email (if self-service is unavailable)

1. Send an email to Superprof's support address with the subject line "Subscription Cancellation Request"
2. Include the following details in your email:
   • Your full name and Superprof account email address
   • Your account ID (if available; you can find this in your account settings or invoice)
   • The date you wish the cancellation to take effect (or the date you submitted the request)
   • A brief statement: "I request cancellation of my Student Pass subscription effective immediately"
3. Send the email using a method that provides proof of delivery (Gmail read receipt, or save the confirmation page)
4. Expect a response within 7 to 14 days; follow up if you do not hear back

Step 5: verify your cancellation

1. Return to your account settings and confirm that the Student Pass no longer shows as active
2. Check your email for a final cancellation confirmation from Superprof
3. Monitor your payment method (bank account, GCash, or credit card) for at least 30 days to ensure no further charges appear
4. If you see a charge after the cancellation date, take a screenshot and prepare to dispute it

Cancelling individual lessons and what happens after

Lesson cancellations follow a separate process from Student Pass cancellation and operate under different timelines.

How to cancel a booked lesson

1. Go to your Superprof dashboard and locate "My Lessons" or "Upcoming Lessons"
2. Find the lesson you wish to cancel and click on it
3. Select "Cancel Lesson" or a similar option
4. Confirm the cancellation; Superprof will process the request immediately
5. The tutor will receive a cancellation notification

Refund timeline for cancelled lessons

If you cancel a lesson more than 24 hours before it is scheduled, you receive a full refund. If you cancel within 24 hours, the tutor may retain the payment or charge a cancellation fee, depending on their policy. Refunds typically process within 5 to 10 business days back to your original payment method.

Requesting a refund after cancellation

Refunds for your Student Pass depend on when you cancel and Superprof's stated refund policy.

When you qualify for a refund

If you cancel before your next renewal date, you do not receive a refund for the current billing period. You simply stop being charged after that period ends. However, if Superprof continues to charge you after you submit a valid cancellation request, you have the right to a refund under the Consumer Act of the Philippines. Additionally, if you cancel within a reasonable timeframe after discovering a billing error or unauthorized charge, you may request a refund from Superprof directly or dispute it with your payment provider.

How to request a refund

1. Send a formal refund request email to Superprof support
2. Include your account details, the transaction date, the amount charged, and the reason for your refund request
3. Reference the Consumer Act of the Philippines and state that you cancelled your subscription or that you were charged after cancellation
4. Request a written response within 14 days
5. If Superprof refuses or does not respond, escalate to your bank or payment provider

Disputing the charge with your payment provider

If Superprof does not refund you within 30 days, contact your bank or GCash directly. Provide your payment provider with proof of your cancellation request and evidence that Superprof continued to charge you. Most Filipino banks approve chargebacks in these circumstances. Yafee recommends keeping every piece of communication with Superprof and every transaction record, because your payment provider will ask for evidence before processing a chargeback.

Common mistakes that delay or prevent cancellation

Many Filipino users struggle with Superprof cancellation simply because they overlook a small procedural step. The good news is that all of these mistakes are avoidable once you know what to watch for.

Mistake 1: confusing the student pass with lesson cancellation

Cancelling a single lesson does not cancel your Student Pass. Many users cancel a lesson, then assume their subscription has ended, only to find themselves charged again 30 days later. Always confirm that you have cancelled the Student Pass separately in your account settings or via email.

Mistake 2: not taking a screenshot of your cancellation

Superprof's support can be slow to respond. If you cancel and support later claims they never received your request, a screenshot of your cancellation confirmation or your email is your only proof. Take a screenshot immediately and save it to your phone or computer.

Mistake 3: cancelling within the grace period but not monitoring your payment method

You may cancel correctly, but a processing delay or system error could result in a charge after your cancellation. Monitor your bank account or GCash for 30 days after cancellation. If a charge appears, respond immediately with a chargeback or escalation.

Mistake 4: using an unverified email address

If you registered with an email you no longer access, Superprof's confirmation emails will not reach you. Update your email address in your account settings before you cancel, so you receive the cancellation confirmation.

Mistake 5: not responding to follow-up emails from Superprof

Superprof sometimes sends follow-up emails asking you to confirm your cancellation intention. If you ignore these, the cancellation may not process. Reply promptly to any email from Superprof's support team during the cancellation process.

What happens after you cancel

Your access and charges change immediately upon cancellation. Understanding the timeline ensures you know what to expect.

Access immediately after cancellation

Once you cancel your Student Pass, you lose the ability to message tutors or book new lessons. Existing messages and lesson history remain visible in your account for a limited time, but you cannot contact tutors to arrange new sessions. If you have an active lesson scheduled after your cancellation date, that lesson proceeds as booked unless you cancel it separately.

Your final charge date

Your last charge occurs on your next billing anniversary (30 days from your original enrollment or last renewal). For example, if you enrolled on the 15th of the month, your final charge will be on the 15th of the following month, unless you cancel before that date. After that date passes, no further charges should occur.

Refund eligibility after cancellation

Superprof does not refund unused portions of the current billing period. However, if you cancel and are still charged, you have 60 days to dispute the charge with your payment provider under Philippine consumer protection law.

Checklist before and after cancellation

Use this checklist to ensure you complete every step correctly and protect yourself if a dispute arises.

Why you should cancel Superprof

Filipino users cancel Superprof for several reasons. Understanding your reason helps you decide whether cancellation is right for you.

Reasons to cancel

• You found a tutor outside the Superprof platform and no longer need the subscription
• You completed your course or achieved your learning goal
• You were unhappy with the tutor's quality or lack of responsiveness
• You are experiencing financial difficulty and need to cut expenses
• You were charged without consent or did not understand the automatic renewal
• You prefer one-off lesson payments instead of a recurring subscription

Reasons you might keep your subscription

• You are actively using lessons and making progress with a tutor
• The Student Pass fee is reasonable relative to the value you receive
• You value the convenience of accessing multiple tutors on one platform
• You have a free trial period remaining and want to explore more tutors

Contacting superprof's support and escalation address

The primary address for formal cancellation correspondence is Superprof's registered office in Cardiff, United Kingdom. Superprof maintains offices in other locations, including Germany and France, but their applicability to formal cancellation is unclear.

Official contact details for cancellation

Registered office (formal cancellation correspondence): Superprof, Cardiff, United Kingdom. Send cancellation emails through your account support portal or to the masked support email address listed in your account settings.

Response times vary. Most support inquiries receive a reply within 7 to 14 days. If you do not receive a response after 14 days, escalate to the Department of Trade and Industry (DTI) in the Philippines.

Escalation to the department of trade and industry

If Superprof does not cancel your subscription or refund unauthorized charges, file a formal complaint with the DTI. The DTI has authority over foreign merchants trading with Filipino consumers and can investigate and impose penalties on companies that violate the Consumer Act of the Philippines.

Why yafee recommends clear cancellation procedures

Cancelling a subscription should be as easy as signing up. Yafee has helped thousands of consumers cancel Superprof and other online subscriptions by arming them with clear legal rights, step-by-step procedures, and the confidence to escalate to regulators if the company refuses to cooperate. The Consumer Act of the Philippines is on your side. You have the right to cancel, you have the right to a refund of unauthorized charges, and you have the right to dispute the merchant with your bank if they refuse to honour your cancellation.

Take action today. Log into your Superprof account, follow the steps in this guide, take a screenshot of your confirmation, and monitor your payment method for 30 days. If you encounter resistance from Superprof, escalate to the DTI or your payment provider. Yafee and Philippine consumer law are behind you every step of the way.