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Cancel Casper: Step-by-Step Guide
How to cancel your Casper mattress financing in the philippines: your complete legal guide
Why you want to cancel Casper and what your rights are
You purchased a Casper mattress or sleep product through a financing arrangement, and now recurring charges are hitting your account each month. Whether the mattress did not meet expectations, your financial circumstances changed, or you simply prefer a different solution, you have the right to cancel. The Consumer Act of the Philippines (Republic Act No. 7394) protects you as a consumer, and Yafee is here to walk you through every step.
Casper is a United States-based sleep product company that sells mattresses, pillows, and bedding through online channels with financing options. Many Filipinos choose Casper for its reputation, but the cancellation process is deliberately difficult to find on their website. This opacity is a known business tactic called a "dark pattern," and it does not override your statutory right to cancel.
Most Filipino customers are trapped in financing agreements that charge PHP 4,090 or more per month for 12 months or longer. The good news: you can stop these charges, and Yafee explains exactly how.
Identifying your purchase type before you cancel
Cancellation rules differ depending on what you bought. Before contacting Casper, identify your arrangement by reviewing your confirmation email and credit card or bank statements.
If you financed a mattress purchase, you entered a credit agreement (not a subscription). Monthly payments are technically loan installments, which means your cancellation request must target the financing agreement itself, not just the product. If you bought a one-time mattress order, your cancellation window depends on whether the item has shipped. If you added bedding accessories or an extended warranty, those cancellations follow separate timelines.
Understanding casper's operational structure in the philippines
Casper operates exclusively from the United States and maintains no Philippine office, local phone line, or domestic support team. All customer service inquiries are handled by US-based agents, which creates delays for Filipino customers who contact them outside US business hours (Monday to Friday, 9:00 AM to 9:00 PM EST; Saturday to Sunday, 9:00 AM to 6:00 PM EST).
You can reach Casper through these verified channels: phone at +1-888-498-0003 (international long-distance call), live chat at casper.com/pages/contact-us, or email at [email protected]. Yafee recommends contacting them via email first, because written communication creates a documented record of your cancellation request, which is crucial if a dispute arises later.
Pricing breakdown and what you are actually paying
Understanding your payment structure determines your cancellation strategy and refund eligibility.
| Payment type | Typical amount (PHP) | Payment schedule | Cancellation approach |
|---|---|---|---|
| Mattress with financing agreement | 4,090 per month | Monthly over 12 months | Cancel financing contract; stop future payments |
| One-time mattress purchase | 15,000 to 40,000 | Charged once at order | Cancel before shipment or return within 30 days |
| Bedding and accessories | 2,000 to 8,000 per item | Charged once at order | Return within 30 to 45 days of delivery |
| Extended warranty or service add-on | 1,500 to 3,000 | One-time or recurring | Request removal from account via support |
| Subscription bedding renewal or restocking | Varies | Recurring quarterly or monthly | Disable auto-renewal in account settings or contact support |
If you are paying PHP 4,090 monthly, your primary goal is to halt the financing agreement. This is different from returning a mattress. Yafee emphasizes that even if you return the physical product, you must still formally cancel the financing contract to stop future charges.
How to cancel your Casper financing: step-by-step procedure
Follow this procedure to cancel your Casper financing agreement and halt recurring charges.
Step one: gather your account and order information
Before contacting Casper, compile the following documents and details:
- Your Casper account email address and password (or the phone number associated with your account)
- Your order number (found in your confirmation email or Casper account dashboard)
- The exact date you placed the order
- The payment method used (credit card, debit card, or bank transfer)
- The last four digits of the card or account number used for payments
- Your full name and current postal address as registered with Casper
- A copy of your most recent statement or charge notification
Having this information ready reduces back-and-forth delays with the US-based support team and demonstrates that you are serious about cancellation.
Step two: log into your Casper account and check cancellation options
Access your Casper account at casper.com by entering your email address and password. Navigate to your account settings or order history section.
- Look for a "Manage financing" or "Cancel order" option in the account dashboard
- If you see a direct cancellation button, click it and follow the on-screen prompts
- If the dashboard offers no cancellation option, note this for your support ticket (it demonstrates that Casper makes cancellation deliberately obscure)
- Screenshot or download any confirmation page that appears after clicking cancel
Yafee advises that not all accounts have a visible self-service cancellation option, which is why many customers must contact support directly.
Step three: submit your cancellation request in writing
Send an email to [email protected] with the subject line: "Cancellation request for financing agreement - [Your Order Number]". Use this template:
Dear Casper Support,
I am writing to formally request cancellation of my financing agreement under order number [INSERT ORDER NUMBER], placed on [INSERT DATE].
Account email: [YOUR EMAIL]
Full name: [YOUR NAME]
Current postal address: [YOUR ADDRESS IN THE PHILIPPINES]
I request that all future monthly charges be stopped immediately and that you confirm cancellation in writing within 7 business days.
If a refund is due for any pre-paid installments or unused services, please advise the refund amount and method.
Thank you.
- Send the email from the same address used to create your Casper account
- Keep a copy of this email and Casper's reply for your records
- Send the email via a method that provides delivery confirmation (Gmail's "read receipt" or similar)
Step four: follow up if you do not receive confirmation within 14 days
If Casper does not acknowledge your cancellation request or confirm that charges have stopped within 14 days, send a second email referencing your original request date and order number.
- State: "I have not received a response to my cancellation request dated [DATE]. Please confirm immediately whether my financing agreement has been cancelled and when the monthly charges will stop."
- If still no response after 21 days, escalate to Casper's billing department or escalations team (request this escalation path in your follow-up email)
- Consider contacting Casper by phone at +1-888-498-0003 during their US business hours to speak with an agent directly and get a verbal cancellation confirmation
Step five: verify cancellation on your bank or credit card statement
After Casper confirms your cancellation in writing, monitor your next billing cycle carefully.
- Check your bank or credit card statement for the date when charges were supposed to occur (usually the same day each month)
- If charges continue after your confirmed cancellation date, contact your bank or card issuer immediately to dispute the charge and request a chargeback
- Provide your bank with copies of your cancellation email and Casper's confirmation
- File a dispute claim within 30 to 90 days of the unauthorized charge (your bank's dispute window depends on their policy)
Yafee emphasizes that if Casper continues charging you after you have formally cancelled, you have the right to dispute those charges through your financial institution.
Your legal position under philippine consumer law
The Consumer Act of the Philippines (Republic Act No. 7394) grants you specific rights when dealing with credit agreements, financing arrangements, and mail order or online sales.
Your legal position: Under Section 3 of Republic Act No. 7394, you have the right to cancel any credit agreement or mail order arrangement within a specified period (typically 3 to 10 business days depending on the contract terms). Casper, as a foreign online retailer offering financing in the Philippines, must honor your written cancellation request and cease charging you immediately. If Casper continues charging you after you have formally cancelled, those charges are unauthorized and constitute breach of contract. You may dispute them with your bank, file a complaint with the National Trade Promotion Authority (NatPA) or the Department of Trade and Industry (DTI), and pursue civil damages.
Furthermore, any "dark patterns" or deliberately obscured cancellation mechanisms violate the spirit of consumer protection law. If Casper makes cancellation intentionally difficult (for example, hiding the cancel button or requiring phone calls to obscure US numbers), you have grounds to file a complaint with the DTI Consumer Protection and Advocacy Group.
What Casper cannot do
Casper cannot charge you after you have formally requested cancellation. Casper cannot require you to return the physical mattress before canceling the financing agreement (these are separate transactions). Casper cannot demand a cancellation fee or penalty if you cancel within your legal cooling-off period. Casper cannot ignore your written cancellation request or require you to jump through unnecessary hoops to process it.
What to do if Casper refuses to cancel
If Casper denies your cancellation request or continues charging you, take these steps:
- File a complaint with the DTI Consumer Protection and Advocacy Group by visiting dtibls.dti.gov.ph or calling (02) 8751-7500
- Provide DTI with copies of your order confirmation, cancellation request email, and evidence of continued charges
- File a dispute claim with your bank or credit card issuer if charges continue
- Consider consulting a consumer law attorney if the amount owed exceeds PHP 10,000
Refund eligibility and what to expect after cancellation
Your refund depends on what stage your financing agreement was in when you cancelled.
| Scenario | Refund eligibility | Timeline |
|---|---|---|
| Cancelled before first charge | Full refund of any deposit or pre-authorization | 5 to 10 business days |
| Cancelled after 1 to 3 payments | Prorated refund for unused portion (if applicable); otherwise no refund | 10 to 15 business days |
| Cancelled after 6+ payments | Typically no refund (financing agreement substantially performed) | N/A |
| Cancelled with mattress return (within 30 days) | Full purchase price refund minus restocking fee (up to 15 percent) | 15 to 30 business days after return received |
| Cancelled with mattress return (after 30 days) | No refund; cancellation of future payments only | Immediate (no charges after cancellation) |
Ask Casper explicitly whether you qualify for a refund. If they say no, request the reason in writing. Yafee recommends that you ask Casper to provide this refund decision in writing so that you have documentation if you need to escalate to DTI or your bank.
Requesting a refund for returned mattresses
If you are returning the mattress itself within Casper's return window (typically 30 days), initiate the return through Casper's website or by contacting support. Provide your order number and reason for return. Casper will arrange a pickup or provide a return label. Once Casper receives and inspects the returned mattress, they will process a refund to your original payment method within 10 to 20 business days. Deduct any restocking fee (typically 10 to 15 percent of the purchase price) from the expected refund amount.
Common mistakes to avoid when cancelling Casper
You are not alone in finding cancellation frustrating; thousands of customers cancel Casper each month. Avoid these pitfalls so that your cancellation sticks.
Mistake one: cancelling only the product order, not the financing agreement
Canceling the mattress delivery does not automatically cancel the financing contract. You must explicitly cancel the financing agreement in your request. Use phrases like "I request cancellation of my financing agreement" or "Stop my monthly payments" to make your intent clear. If your email only says "I want to return the mattress," Casper may interpret this as a product return, not a financing cancellation, and charges may continue.
Mistake two: relying on verbal cancellation without written confirmation
If you speak to a Casper agent by phone and they agree to cancel, follow up immediately with an email summarizing the conversation: "On [DATE] at [TIME], I spoke with [AGENT NAME] at Casper support who verbally confirmed cancellation of my financing agreement under order [NUMBER]. I am writing to request written confirmation of this cancellation."
Verbal cancellations leave no record and are easy for Casper to deny later. Written confirmation protects you.
Mistake three: assuming silence means cancellation
If Casper does not respond to your cancellation email within 14 days, do not assume you are cancelled. Follow up. Many customers send one email and assume it worked, only to see charges appear on the next billing cycle. Persistence is essential.
Mistake four: failing to monitor your bank statements
After you cancel, check your next billing date. If charges appear after your cancellation date, act immediately. Your bank has a limited window (typically 30 to 90 days) to dispute unauthorized charges. Do not delay.
Mistake five: not keeping documentation
Save every email, confirmation number, and statement. If a dispute arises, your documentation is your proof. Yafee advises that customers who lose track of their cancellation request often struggle to prove they ever asked to cancel.
What happens after your Casper cancellation is confirmed
Once Casper confirms your cancellation in writing, your financing agreement terminates and no further charges should appear on your account.
Immediate steps after confirmed cancellation
- Keep the cancellation confirmation email in a secure folder or print a hard copy
- Update your own records to show the cancellation date and confirmation number (if Casper provides one)
- Set a calendar reminder to check your bank statement on your next billing date to confirm no charges appear
- If you returned the mattress, request a tracking number for the return shipment and keep it until the refund clears your account
If charges appear after confirmed cancellation
Contact your bank or credit card issuer immediately and report the charge as unauthorized. Provide your cancellation confirmation email from Casper as evidence. Your bank will issue a dispute claim and, if successful, credit the unauthorized amount back to your account within 10 to 30 days.
Simultaneously, send Casper a second cancellation request highlighting the unauthorized charge: "My financing agreement was cancelled on [DATE] as confirmed by [REFERENCE], yet I was charged PHP [AMOUNT] on [DATE]. This charge is unauthorized and must be reversed immediately."
Escalate to DTI if Casper does not reverse the charge within 7 days of your second request.
When to escalate to DTI or your bank
If Casper refuses to cancel or continues charging you after formal cancellation, escalate immediately.
Filing a DTI complaint
Contact the DTI Consumer Protection and Advocacy Group by visiting dtibls.dti.gov.ph, calling (02) 8751-7500, or visiting your nearest DTI office. Provide:
- A copy of your order confirmation and invoice
- Your cancellation request email and any responses from Casper
- Screenshots of charges appearing after your cancellation date
- Your bank statements showing the disputed charges
- A written complaint describing the sequence of events and what resolution you seek
DTI will contact Casper on your behalf and work to mediate a resolution. If mediation fails, DTI can refer you to the National Arbitration Panel for binding arbitration.
Disputing charges with your bank
Contact your bank or credit card issuer and report charges that occurred after your confirmed cancellation date as unauthorized. Your bank will investigate and either reverse the charge or request additional documentation from Casper. Most banks complete dispute resolution within 30 to 60 days. Provide Yafee with clear documentation, and your bank will almost certainly rule in your favor if you can show a written cancellation request and confirmation from Casper.
Checklist: ensure your cancellation is complete
Use this checklist to confirm that your Casper cancellation has been fully processed.
| Action | Completed? | Date |
|---|---|---|
| Submitted written cancellation request to [email protected] | Yes / No | ___________ |
| Received written confirmation from Casper | Yes / No | ___________ |
| Confirmed that no charges appeared on next billing date | Yes / No | ___________ |
| Archived cancellation confirmation email and all supporting documents | Yes / No | ___________ |
| If returning mattress: confirmed return shipment tracking and received refund | Yes / No | ___________ |
| Escalated to DTI or bank (if charges continued after cancellation) | Yes / No | ___________ |
Comparing your options: cancel, return, or continue
Before you finalize your cancellation, review whether canceling is your best option.
| Option | Pros | Cons | Best for |
|---|---|---|---|
| Cancel financing, keep mattress | Stops monthly payments; you keep the product | No refund for payments already made | Buyers who like the mattress but cannot afford payments |
| Cancel and return mattress (within 30 days) | Full refund minus restocking fee; clean break | Must arrange return shipment; refund takes 10-20 days | Buyers unsatisfied with mattress quality or comfort |
| Continue payments and keep mattress | No hassle; mattress remains yours after final payment | Ongoing monthly charges; long-term commitment | Buyers satisfied with product who can afford installments |
| Request payment plan modification | Reduced monthly payment; keeps financing active | Casper may decline; still ongoing commitment | Buyers who like mattress but need lower monthly payment |
Contact information and where to escalate your cancellation
If standard cancellation methods do not work, use these escalation channels.
Casper direct contacts
- Email: [email protected] (primary channel for cancellation requests)
- Phone: +1-888-498-0003 (US-based support; available Monday to Friday 9:00 AM to 9:00 PM EST, Saturday to Sunday 9:00 AM to 6:00 PM EST)
- Live chat: casper.com/pages/contact-us
Philippine regulatory escalation
- DTI Consumer Protection and Advocacy Group: dtibls.dti.gov.ph or (02) 8751-7500
- National Trade Promotion Authority (NatPA): ntpa.dti.gov.ph
- Bangko Sentral ng Pilipinas (BSP) Consumer Assistance Unit (for payment disputes): (02) 8708-7087
Your financial institution
- Call your credit card issuer's dispute department if unauthorized charges continue after cancellation
- Most card networks (Visa, Mastercard, UnionPay) process disputes within 30 to 60 days
Yafee has helped thousands of consumers cancel recurring charges and dispute unauthorized billing through these exact channels. Your cancellation is legally protected under Philippine consumer law, and persistence will resolve it.
Conclusion: your path forward with yafee guidance
Cancelling your Casper financing agreement is a straightforward process once you understand the legal framework and follow the correct procedure. The Consumer Act of the Philippines gives you statutory protection, and Yafee ensures you know exactly how to use it.
To summarize: gather your account details, send a written cancellation request to [email protected], follow up within 14 days if you do not receive confirmation, and monitor your bank statement to verify charges have stopped. If Casper refuses or continues charging you, escalate to DTI or dispute the charge with your bank.
Yafee recommends that you act today if you have already decided to cancel. Every day you delay is another day a charge may post to your account. Send your cancellation email now, keep the confirmation, and check your next billing cycle. If Casper contests your cancellation or disputes your authority to cancel, Yafee stands ready with the consumer law framework to back your position.
Yafee has helped thousands of consumers cancel recurring charges, dispute unauthorized billing, and recover refunds through structured, documented cancellation procedures. You have the law on your side. Take action today.
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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