How to cancel Prose and reclaim your hair care budget in the philippines

What Prose is and why you might want to cancel

Prose is a personalized hair care subscription service that delivers custom shampoo, conditioner, and treatment formulas to your door based on an online hair profile questionnaire. The company operates from New York and uses an auto-renewal model, meaning your account charges and ships on a regular schedule unless you actively cancel before your next billing date.

If you live in the Philippines, you may have subscribed to Prose expecting flexible, pause-friendly service. The reality often differs. Many Filipino customers discover that cancellation timing is strict, shipments continue even after cancellation requests, and customer support response times from Brooklyn span multiple time zones. You deserve clarity and control over your subscription. Yafee exists to help you navigate exactly this situation.

How the Prose subscription model works

When you sign up, you complete a detailed hair profile quiz covering texture, scalp condition, concerns, and preferences. Prose then formulates a custom product set and enrolls you in automatic monthly or quarterly renewals. You pay for formulation science, personalized delivery, and the convenience of not shopping for hair care yourself.

The service includes a 30-day money-back guarantee on your first order only, meaning you can request a refund or formula adjustment within 30 days of delivery. Importantly, this guarantee applies only to your initial purchase, not to subsequent subscription cycles. Consequently, you must understand the full renewal terms before your money-back window closes.

Why filipino customers cancel Prose subscriptions

Filipino subscribers cite several recurring reasons for leaving. Budget constraints emerge after the initial novelty wears off. Shipment delays from the US crossing customs create uncertainty. Unexpected charges appear in bank accounts because customers missed the renewal window. Difficulty reaching customer support during Philippine business hours compounds frustration. Many also discover that local drugstore alternatives perform equally well at a fraction of the price.

Yafee has helped thousands of consumers in Southeast Asia navigate subscription cancellations with confidence and clarity. Understanding your rights and the exact procedural steps removes stress and ensures you do not pay a single peso more than necessary.

Your cancellation rights under philippine consumer law

The Consumer Act of the Philippines (Republic Act No. 7394) protects you when dealing with subscriptions like Prose, regardless of whether the company is US-based or operates internationally.

What the consumer act of the philippines protects

Under Republic Act No. 7394, you hold the right to demand full disclosure of subscription terms, the right to cancel without hidden penalties, and the right to a refund if the company fails to deliver what was promised or charges you without clear consent. The law applies to all consumer transactions, including cross-border digital subscriptions.

If Prose continues to charge you after you submit a cancellation request, you can file a complaint with the Department of Trade and Industry (DTI). The DTI's Consumer Protection Group investigates subscription disputes and can compel refunds. Retain all email confirmations, payment receipts, screenshots of your cancellation request, and bank statements as evidence.

Your refund rights if Prose charges you after cancellation

Prose's terms state that subscriptions auto-renew unless you cancel in advance of the renewal date. This means cancellation typically takes effect at the end of your current billing cycle, not immediately. However, if a charge appears on your account after you submit a dated cancellation request, you have grounds for a refund claim under the Consumer Act.

Your legal position: You are entitled to a refund for any charge that occurs after you have submitted a documented cancellation request. Philippine consumer law does not require you to absorb the cost of a charge you explicitly rejected. Document the timestamp of your cancellation request, capture screenshots of any cancellation confirmation from Prose, and preserve bank statements showing the unwanted charge. This evidence is your leverage if you must escalate to the DTI or your credit card issuer.

How to cancel Prose step by step

Cancelling Prose requires you to initiate contact directly with their customer service team via email and monitor your account until the cancellation takes effect.

Step 1: log in to your Prose account

Access the Prose website and sign in using your email address and password. Navigate to your account settings or subscription management page. Locate the section labeled "Subscription" or "Billing." This is where you will find your current renewal date and subscription status.

Step 2: note your renewal date and take screenshots

Before you submit any cancellation request, record your next billing date and take screenshots of your account dashboard showing your subscription status. This documentation protects you if a charge appears after you cancel. Screenshot the entire subscription section, including any active services or add-ons. Store these files securely and email a copy to yourself for timestamp verification.

Step 3: send your cancellation email to Prose

Compose an email to Prose's customer service at [email protected] with the subject line "Subscription Cancellation Request." Include the following information:

• Your full name as it appears on your Prose account
• Your account email address
• Your current renewal date
• A clear statement: "I request the immediate cancellation of my Prose subscription, effective immediately" or "effective [your renewal date], whichever applies to your situation"
• A request for written confirmation of cancellation

Use formal, unambiguous language. Do not phrase your request as a question or conditional statement. Say "I cancel" rather than "I would like to cancel if possible." Send this email from the address linked to your Prose account.

Step 4: request a confirmation email within 24 hours

In your cancellation email, explicitly request that Prose send you a confirmation email within 24 hours acknowledging receipt of your cancellation request and providing a confirmation number or reference code. State: "Please confirm receipt of this request and provide a reference number for my records." This confirmation becomes evidence of your cancellation date if disputes arise later.

Step 5: monitor your account for cancellation status

Log back into your Prose account within 24 to 48 hours. Check whether the subscription status has changed to "Cancelled" or "Inactive." If it has not changed, send a follow-up email to [email protected] referencing your original cancellation request and asking for immediate status confirmation. Include the date and time of your original email.

Step 6: check your bank statement after the renewal date passes

After your original renewal date passes, monitor your bank statement or credit card account for 5 to 7 business days. If a charge from Prose appears, immediately contact your bank or credit card issuer and file a dispute for an unauthorized charge. Provide your bank with copies of your cancellation email and Prose's confirmation (if received).

What to expect after you cancel Prose

Cancellation typically takes effect at the end of your current billing cycle, not immediately upon request. This is standard practice in the subscription industry across most jurisdictions.

You may receive one final shipment if your cancellation request arrives after the monthly fulfillment has already begun. Check the tracking number in your account. If you receive a shipment after your renewal date has passed and your cancellation has been confirmed, you can refuse delivery or request a return and refund directly from Prose citing the Consumer Act of the Philippines.

Prose may also offer a temporary subscription pause or discount to retain your business. You are under no obligation to accept such offers. If you remain firm in your cancellation decision, do not engage with retention offers, as they may complicate your cancellation status. Respond only with: "I confirm my request to cancel my subscription. Please process the cancellation immediately."

Your refund timeline and what happens next

Prose typically processes refunds for cancelled subscriptions within 5 to 10 business days, though the time your bank takes to credit the refund to your account may extend this further.

Common mistakes to avoid when cancelling Prose

Cancelling a subscription is straightforward when you follow the right steps, and you have robust legal protections if Prose fails to honour your request.

Do not rely solely on changing your payment method or attempting to cancel through the Prose website if no cancellation button is visible. Some companies hide or disable the cancellation option in their user interface, forcing customers to contact customer service by email or phone. Sending an explicit cancellation email is the legally defensible method of cancellation under Philippine consumer law.

Do not assume that a single email is sufficient if you receive no response. If Prose does not reply within 48 hours, send a follow-up email titled "FOLLOW-UP: Cancellation Request [Your Reference Number]" and reference your original email date and time. This demonstrates due diligence if you later need to file a DTI complaint.

Do not ignore charges that appear after cancellation. Contact your bank immediately and file a dispute. You have consumer protection rights under Republic Act No. 7394, and your bank is obligated to investigate unauthorized charges in your favour when you provide documentation of your cancellation request.

Do not accept Prose's verbal assurances that "your cancellation will process soon." Obtain written confirmation via email. Verbal promises are not enforceable in disputes; email records are.

Pricing comparison: Prose vs. local alternatives

Understanding the true cost of your Prose subscription helps you make an informed decision about whether cancellation aligns with your budget.

When to keep your Prose subscription

Cancellation is the right choice for many Filipino customers, but Prose may remain valuable if specific conditions apply to your situation.

You should retain your Prose subscription if you have genuinely observed measurable hair improvement over three or more months, you can comfortably afford the recurring cost without financial strain, you prefer the convenience of auto-delivery over pharmacy shopping, and you have received responsive customer support from Prose when issues arise. If all four conditions are true, the premium you pay for personalization and convenience may justify your subscription.

However, if you are paying Prose's fees simply out of inertia or subscription fatigue (a common psychological trap), cancellation is the rational choice. Do not allow the sunk cost of previous payments to influence your decision about future spending. Each renewal is a new financial commitment. Yafee encourages you to reassess the value you receive every billing cycle and cancel without guilt if that value has diminished.

Escalation: what to do if Prose ignores your cancellation request

If Prose does not respond to your cancellation email within 5 business days or does not process your cancellation, you have clear escalation options under Philippine law.

File a complaint with the department of trade and industry (DTI)

Contact the DTI's Consumer Protection Group at the nearest DTI regional office or file an online complaint through the DTI website (dti.gov.ph). Provide the following documentation:

• Copies of your cancellation email(s) to [email protected] with timestamp headers
• Any confirmation email from Prose (or lack thereof, noted with date of follow-up requests)
• Screenshots of your Prose account showing subscription status
• Bank statements showing charges that appeared after your cancellation request
• A timeline of all communication attempts

The DTI investigates within 15 business days and can compel Prose to refund your money and cease further charges. Yafee recommends filing with the DTI if Prose has charged you after your documented cancellation request.

Dispute the charge with your bank

Contact your credit card issuer or bank and file a dispute for each unauthorized charge that appears after your cancellation request. You have 60 days from the transaction date to initiate a chargeback. Provide your bank with your cancellation email and any response from Prose. Your bank will reverse the charge and investigate Prose on your behalf.

Checklist for cancelling Prose successfully

Use this checklist to ensure you complete every step and document your cancellation thoroughly.

• Record your Prose account renewal date and take screenshots of your subscription status
• Compose a clear, unambiguous cancellation email to [email protected]
• Request written confirmation and a reference number from Prose within 24 hours
• Save the timestamp headers of your cancellation email and any response
• Check your Prose account 48 hours after sending your cancellation email for status changes
• Monitor your bank statement for 7 days after your renewal date
• If a charge appears, contact your bank immediately and file a dispute
• If Prose does not respond within 5 business days, send a follow-up email
• If the charge persists after 10 days, file a complaint with the DTI
• Retain all email correspondence, screenshots, and bank statements for at least 12 months

Contact information for cancellation and escalation

Use the following details to contact Prose directly and escalate your dispute if necessary.

Prose customer service email: [email protected]

When you email Prose, include your account email address, full name, and current renewal date in the subject line. Request a response within 24 hours. Use formal, documented language: "I hereby request the cancellation of my Prose subscription effective [date]."

Department of Trade and Industry (DTI) Consumer Protection Group: File complaints online at dti.gov.ph or visit your nearest DTI regional office. Provide copies of your cancellation email and all supporting documentation. The DTI investigates subscription disputes at no cost to you.

Your bank or credit card issuer: Contact the customer service number on the back of your card or log into your online banking portal. File a dispute for any unauthorized charge that appears after your documented cancellation request. Provide your bank with your cancellation email as evidence.

Summary: take control of your subscription today

Cancelling Prose is a straightforward process when you follow documented, legally sound steps. You have clear rights under the Consumer Act of the Philippines, and you are entitled to stop payment without hidden fees or penalties. Furthermore, if Prose charges you after you submit a dated, explicit cancellation request, you have the right to a full refund and can escalate your complaint to the DTI or your bank.

Yafee has helped thousands of Filipino consumers cancel subscriptions, recover unauthorized charges, and reclaim control of their monthly budgets. The process takes less than 10 minutes to initiate, and the documentation you create protects you if disputes arise.

Do not delay cancellation if you have decided the service no longer serves your needs. Send your cancellation email to [email protected] today, request written confirmation, and monitor your account until the cancellation takes effect. Yafee is here to guide you through every step and ensure that your cancellation is processed smoothly and in your favour.