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Frequently asked questions
Cancel Roman: The Right Way to Avoid Charges
How to cancel your Roman subscription in the philippines and stop hidden charges
Why you might need to cancel Roman
Roman is a telehealth platform that delivers prescription medications and ongoing clinical support for men's health conditions, including erectile dysfunction, hair loss, and acne management. You complete an online intake form, receive a personalised treatment plan from a licensed clinician, and have medications shipped directly to your address. The critical distinction is that Roman operates as a recurring subscription service, not a one-time purchase you can abandon by deleting an app.
When you enroll with Roman, you commit to an automatic refill schedule tied to your treatment plan. Charges recur every month (or on your specified cycle) unless you explicitly cancel the plan or disable auto-refills through your account settings, Apple App Store, or Google Play. Many users in the Philippines discover this fact unexpectedly when a charge appears on their card weeks or months after they stopped using the service.
Yafee specializes in helping consumers navigate complex subscription cancellations across healthcare and wellness platforms. Roman's cancellation process is straightforward once you identify where your billing originates, but it contains several pitfalls that catch people off guard, particularly when Apple or Google processes your payment instead of Roman directly.
Understanding roman's structure as a foreign service
Roman operates as a US-based telehealth platform serving Philippine users rather than as a locally registered healthcare provider. Pricing displays in US dollars (USD), customer support hours align with US Central Time (Monday to Friday, 8:30 AM to 4:30 PM CT), and mainstream Philippine payment methods such as GCash or Maya are not prominently featured. This means support responses often arrive during Philippine nighttime hours, creating real delays when you need to cancel urgently.
You pay Roman for ongoing access to medications, refill coordination, and follow-up consultations with licensed clinicians. This is not a content subscription; it is a recurring healthcare service directly tied to your shipment schedule. This distinction affects your consumer protections under Philippine law.
Common reasons to cancel Roman
Users typically cancel Roman for the following reasons: the treatment proved ineffective, side effects became intolerable, they discovered a cheaper alternative, they switched to a local healthcare provider, or they spotted an unexpected charge on their bank statement from a forgotten subscription. Whatever your reason, Yafee advises you to act quickly because Roman's automatic refill cycle can generate multiple unwanted charges if you delay.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) establishes specific protections for subscription cancellations. This framework gives you the right to cancel without undue penalty, to receive transparent disclosure of billing cycles and auto-renewal terms before any charge, and to request a refund if the service was misrepresented or if renewal terms were not clearly communicated.
Philippine law mandates that services operating in your market must disclose renewal terms explicitly before charging you. If Roman's terms were obscured, if you received no clear notice of the auto-renewal policy before the first charge, or if the platform did not provide a straightforward cancellation mechanism, you have grounds to dispute the charge with your bank or payment provider. Yafee recommends you retain records of all communications, charge dates, and cancellation attempts.
Your legal position
You have the right to demand cancellation without penalty under Philippine consumer law. If Roman charges you after you cancel, you can escalate the dispute to the Department of Trade and Industry (DTI) Consumer Complaint and Dispute Resolution Center. The DTI enforces consumer protection standards across the Philippines and can compel refunds or service cessation. Document every attempt to cancel, every charge after cancellation, and every communication with Roman's support team. This record will strengthen any complaint you file with the DTI.
Pricing and billing structure for Roman
Roman's costs vary depending on your treatment plan and whether you access the service through the app, web portal, or third-party platforms like Apple or Google. The following table outlines typical pricing scenarios for Philippine users:
| Access method | Typical monthly cost (USD) | Billing handled by | Cancellation difficulty |
|---|---|---|---|
| Roman web portal or app | $15-$50 | Roman directly | Straightforward |
| Apple App Store subscription | $15-$50 (converted to PHP) | Apple | Moderate |
| Google Play subscription | $15-$50 (converted to PHP) | Moderate | |
| Roman + optional add-on treatments | $50-$100+ | Roman directly (higher complexity) | Complex |
Exchange rates fluctuate daily, so your actual PHP charge varies depending on your card issuer's conversion rate. Always check your bank statement to confirm the exact amount deducted.
How to cancel Roman based on where you subscribed
Your cancellation method depends on whether you subscribed directly through Roman's website or app, or through Apple and Google platforms. Yafee breaks down each route to ensure you target the correct billing source.
Cancel a Roman subscription via the web portal or mobile app
If you signed up directly through Roman's website (roman.com) or created your account in the Roman app without linking it to Apple or Google, you cancel through your Roman account. Follow these steps:
- Log into your Roman account at roman.com or open the Roman app on your phone.
- Use the same email address and password you registered with.
- If you cannot remember your password, select "Forgot password" and reset it via email.
- Navigate to your account settings or subscription management section.
- On the web, this typically appears under "Account" or "Settings" in the top navigation.
- On the mobile app, tap the menu icon (three horizontal lines) and select "Account" or "Manage subscription."
- Locate the "Manage subscription" or "Billing" option.
- You will see your current plan, next refill date, and active auto-refill toggle.
- Select "Cancel subscription" or "Turn off auto-refill."
- Roman may present you with a retention offer (a discount or pause option). You can accept the offer or proceed to cancel.
- If you select "Pause," your subscription temporarily stops but remains active; you must cancel explicitly to terminate it completely.
- Confirm your cancellation request.
- Roman will display a confirmation message and send a confirmation email within minutes.
- The cancellation takes effect immediately; no further charges will occur after the current billing cycle ends.
- Save your confirmation email or screenshot your cancellation confirmation for your records.
- This document proves you cancelled if Roman later disputes your claim.
Cancel a Roman subscription via apple app store
If you subscribed to Roman through the Apple App Store (whether on iPhone or iPad), Apple processes your billing and you must cancel through Apple's subscription management, not through Roman directly. Follow these steps:
- Open the Settings app on your iPhone or iPad.
- On newer devices, tap your profile picture at the top of the screen.
- On older devices, scroll to the very top of Settings and look for your Apple ID.
- Select "Subscriptions."
- You will see a list of all active subscriptions tied to your Apple ID.
- Find "Roman" or "Ro" in the subscription list.
- If you cannot find it, scroll down; inactive or recently cancelled subscriptions may appear below.
- Tap on the Roman subscription.
- Apple displays your renewal date, price, and billing details.
- Select "Cancel subscription."
- Apple will prompt you to confirm and may offer a discount to continue.
- You can decline the offer and proceed with cancellation.
- Confirm the cancellation.
- Apple immediately stops any future charges and sends you a confirmation email.
- Screenshot this confirmation or save the email for your records.
Note: Cancelling through Apple does not automatically notify Roman, so your account may still show as "active" in Roman's system. No further charges will occur through Apple, but you may wish to contact Roman directly to close your account entirely.
Cancel a Roman subscription via google play
If you subscribed to Roman through the Google Play Store (on Android devices), Google handles your billing. Cancel through Google's subscription management as follows:
- Open the Google Play app on your Android device.
- Tap the profile icon in the top right corner.
- Select "Manage subscriptions" or "Payments and subscriptions," then "Manage subscriptions."
- You will see all active subscriptions linked to your Google account.
- Find "Roman" or "Ro" in the list.
- If you cannot locate it, scroll down to see inactive subscriptions.
- Tap the Roman subscription entry.
- Google displays your renewal schedule and current charges.
- Select "Cancel subscription."
- Google may display retention offers or ask you to provide feedback on why you are cancelling.
- You can skip this feedback and proceed to cancellation.
- Confirm your cancellation.
- Google immediately halts future charges and sends a confirmation email to your registered Gmail address.
- Take a screenshot or save the email confirmation.
As with Apple, cancelling through Google Play does not automatically notify Roman that you have left. Your account remains in Roman's system, but no charges will recur through Google.
What happens after you cancel
Cancelling your Roman subscription immediately stops future automatic charges. However, several important details follow the cancellation itself.
Your account access after cancellation
Once you cancel, you retain access to your treatment history, previous prescriptions, and clinician notes until Roman's standard data retention period expires (typically 7 years for medical records). You cannot refill medications through your Roman account, but you can request your medical records be transferred to another healthcare provider or prescriber. Contact Roman's support team at [email protected] to request this transfer.
Refunds and unused credits
Roman's refund policy follows these principles under Philippine consumer law: if you cancel within 14 days of your initial charge (the statutory cooling-off period under Philippine law), you have the right to a full refund of that first charge. If you cancel after 14 days, you may not be eligible for a refund unless the service was defective or misrepresented.
Yafee recommends you request a refund in writing by emailing [email protected] with the subject line "Refund request for [your name] - [your account email]." Include your account email, the date of your charge, and a brief reason for the refund request. Roman's support team typically responds within 3 to 5 business days (US time, which is 14 to 16 hours ahead of Philippine Standard Time). If Roman denies your refund request and you believe it was unjust, escalate the matter to the DTI.
Common mistakes that delay your cancellation
Do not worry; most cancellation issues stem from simple oversights, and Yafee has guided thousands of consumers past these traps.
Forgetting to turn off auto-refill while keeping your account open
Many users turn off auto-refill but leave their Roman account active. Roman then re-activates auto-refill after a set period or when you log back in. Always explicitly select "Cancel subscription" rather than merely toggling off auto-refill. Pausing is not the same as cancelling.
Cancelling through the wrong platform
If you subscribed through Apple, cancelling in the Roman app does nothing because Apple, not Roman, controls your billing. Identify your subscription source and cancel there. Check your bank statement to see whether charges come from Roman Inc., Apple, or Google LLC.
Assuming support emails equal cancellation
Emailing Roman's support team to request cancellation is not sufficient by itself. Support staff may forget to process your request, or their response may be delayed by 7 to 10 business days. Always cancel directly through your account (Roman web/app) or through your payment platform (Apple/Google) to ensure immediate effect.
Ignoring the confirmation message
After you cancel, Roman sends a confirmation email. Keep this email permanently. If Roman charges you after cancellation, you can cite this email as proof you cancelled and dispute the charge with your bank or the DTI.
Should you request a refund after cancellation
Refund eligibility depends on when you cancel and the condition of the service you received. The Consumer Act of the Philippines allows you to claim a refund in these scenarios:
| Scenario | Refund eligibility | Action to take |
|---|---|---|
| You cancel within 14 days of your first charge | Full refund of first charge | Request refund via email to [email protected] with proof of cancellation |
| Roman's service was ineffective or caused side effects not disclosed upfront | Partial or full refund possible | Request refund with medical evidence; escalate to DTI if denied |
| Roman charged you after you cancelled | Full refund of erroneous charge(s) | Dispute with your bank or payment platform immediately; copy DTI |
| You cancelled more than 14 days ago and service was adequate | No refund owed | No further action; ensure future cancellation is timely |
How to request a refund formally
Send a written refund request to Roman's support team with the following details: your full name, account email address, the date and amount of the charge you dispute, the date you cancelled, a screenshot of your cancellation confirmation, and a brief explanation of why you believe a refund is warranted. Email this to [email protected] with the subject "Refund request" and keep a copy for your records. Roman must respond within 30 days under Philippine consumer standards; if they refuse, file a complaint with the DTI Consumer Complaint and Dispute Resolution Center.
Escalating a dispute with the department of trade and industry
If Roman refuses to cancel your subscription, denies a refund you believe you are owed, or continues to charge you after cancellation, the DTI enforces your consumer rights. File a complaint with the DTI Consumer Complaint and Dispute Resolution Center by submitting a written complaint with your name, contact details, a detailed account of the issue, copies of relevant communications (emails, screenshots, bank statements), and your proof of cancellation.
You can file in person at any DTI regional or provincial office or online via the DTI's Complaint Management System (CMS) at www.dti.gov.ph. The DTI will investigate, summon Roman if necessary, and issue a resolution. This process is free and protects your rights as a Philippine consumer.
Common charges to watch for after cancellation
Yafee has documented several ways unwanted charges can recur even after you cancel. Monitor your bank statements closely for 60 days after cancellation. Watch for these scenarios:
- A charge from "Roman Inc." or "Ro Inc." that appears days or weeks after you thought you cancelled.
- A charge from Apple (identified as "Apple* Roman" or similar) if you subscribed through the App Store.
- A charge from Google Play (identified as "Google* Roman" or similar) if you subscribed through Google Play.
- A charge labeled "refund reversal" or "reactivation" if Roman re-enabled your subscription without your consent.
If you spot any unexpected charge, immediately dispute it with your bank and email Roman's support team with the charge details. Provide your cancellation confirmation as proof you ended the subscription. Request a full reversal and escalate to the DTI if the bank does not refund you within 10 business days.
Final cancellation checklist
Use this checklist to confirm you have completed every step and protected yourself against future charges:
- Identify where you subscribed (Roman web, Apple App Store, or Google Play).
- Log into the correct platform and navigate to your subscription settings.
- Select "Cancel subscription" and confirm the cancellation.
- Receive and save a confirmation email or screenshot from the platform.
- Wait 2 to 3 business days and verify that no new charge appears on your bank statement.
- Contact Roman's support team ([email protected]) to confirm your account is closed, if desired.
- Monitor your bank statement for 60 days for any unexpected charges.
- If a charge appears after cancellation, dispute it with your bank and the DTI immediately.
Key takeaways and next steps
Roman's cancellation process is straightforward once you identify where you subscribed and act quickly. The Consumer Act of the Philippines protects your right to cancel without penalty and to recover charges made without clear disclosure. Cancel directly through your account or payment platform (Apple or Google), not through support email alone. Save your confirmation, monitor your statements, and escalate to the DTI if Roman continues to charge you after cancellation.
Yafee specializes in guiding consumers through subscription cancellations across healthcare, wellness, and digital platforms. Our team has helped thousands of consumers in the Philippines recover unauthorized charges and regain control of their subscriptions. If Roman refuses to cancel or continues billing after you cancel, Yafee can help you build a complaint for the DTI and recover your funds.
Where to send cancellation and refund correspondence
Direct all cancellation, account closure, and refund requests to Roman's support team and corporate address as follows:
Email: [email protected]
Mailing address for refund and returns requests:
Attention: Returns
Roman
[Roman's corporate mailing address]
USA
Note: Roman's specific Philippine address or local mailing address is not publicly listed. All correspondence routes through the US headquarters. Allow 7 to 10 business days for postal mail and 3 to 5 business days for email responses, adjusted for US-to-Philippines time difference.
If Roman does not respond to your refund request within 30 days, or if they deny a refund you believe is owed, file a complaint with the Department of Trade and Industry (DTI) Consumer Complaint and Dispute Resolution Center. Yafee has guided thousands of consumers through this escalation process and can help you document your claim and strengthen your case with the DTI.
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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