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Frequently asked questions
Cancel NGL: The Right Way to Stop Charges
How to cancel NGL and stop unexpected charges in the philippines
What NGL is and why you might want to leave
NGL is an anonymous messaging app that lets people send you messages without revealing their identity. You share a question link on social media, receive replies from friends or followers, and the app generates revenue by charging you for premium features like hint reveals and Pro access. If you signed up for hints or Pro through your Apple or Google account, you are likely on a recurring subscription that renews automatically every month or every few months.
Many users in the Philippines discover they have an active subscription only when they see an unexpected charge on their GCash, Maya, or credit card statement. The payment might appear under "Apple" or "Google" rather than "NGL" directly, which makes tracking it harder. At Yafee, we understand this frustration, and that is why we built this guide to help you cancel cleanly, on your own terms, and without losing money to unwanted renewals.
How NGL charges you
NGL operates on a freemium model. You can use the basic app for free, but the company profits from in-app purchases and renewable subscriptions. When you buy hints or upgrade to Pro, you purchase through either the Apple App Store, Google Play Store, or the NGL website directly. The price varies depending on your location and the bundle you choose.
In the Philippines, NGL pricing appears in Philippine pesos across multiple tiers: ₱19, ₱105, ₱179, ₱199, ₱299, ₱369, ₱399, and ₱519 for different in-app options. Once you buy, the subscription renews automatically on your next billing date unless you cancel it beforehand. NGL Labs LLC, headquartered in Cupertino, California, operates the service, which means California law governs your terms of service.
Two common reasons to cancel NGL
You might want to cancel because you no longer use the app, the hints feature feels overpriced, or you simply forgot about a subscription you activated months ago. Whatever your reason, timing matters because each day you delay is another day you risk being charged again.
If your next billing date is within days, cancellation becomes urgent. NGL's terms do not clearly promise prorated refunds for unused time, so acting fast prevents the next charge from going through.
Your consumer rights in the philippines
The Consumer Act of the Philippines, also known as Republic Act No. 7394, protects you when you buy goods or services. This law requires companies to be truthful about their offers, give you a clear way to cancel, and process refunds fairly if something goes wrong.
NGL must comply with this law because it accepts payment from Philippine residents, even though the company is based in the United States. Under Philippine consumer law, you have the right to cancel any recurring subscription with reasonable notice, and the company must not make cancellation intentionally difficult or hidden.
Your legal position
Republic Act No. 7394 explicitly grants you the right to cancel subscriptions and demand truthful disclosure of charges. If NGL continues charging you after you cancel, the company is in breach of this law. You can file a complaint with the Department of Trade and Industry (DTI), which investigates unfair business practices and can compel companies to issue refunds. Keep screenshots of all your cancellation attempts as evidence in case you need to escalate.
How to cancel NGL: step-by-step methods
You must cancel your subscription at the point of purchase-either Apple App Store, Google Play Store, or the NGL website. Deleting the app alone does not cancel your recurring payment.
Cancel via apple app store (iOS users)
- Open the Settings app on your iPhone or iPad.
- Tap your name at the top of the screen.
- Select Subscriptions.
- Find and tap NGL (or the app name under which you purchased the subscription).
- Tap Cancel subscription or Cancel free trial.
- Select your reason for cancelling (optional).
- Tap Confirm cancellation.
- You receive an immediate confirmation screen. Take a screenshot for your records.
Apple processes cancellations immediately. Your subscription remains active until the current billing period ends, but you will not be charged again. Yafee recommends screenshotting the confirmation page showing "Subscription cancelled" for your protection.
Cancel via google play store (Android users)
- Open the Google Play Store app on your Android device.
- Tap the profile icon in the top right corner.
- Select Payments and subscriptions.
- Tap Subscriptions.
- Find and tap NGL.
- Tap Cancel subscription.
- Follow the on-screen prompts and confirm your cancellation.
- Google displays a cancellation confirmation message immediately.
Google processes cancellations instantly. Your subscription remains active until your current billing period ends, after which the automatic renewal stops. Screenshot this confirmation as proof.
Cancel via the NGL website directly
- Visit the NGL app website or log into your NGL account on a web browser.
- Navigate to your account settings or billing section.
- Look for a Subscriptions or Manage Subscriptions link.
- Locate your active subscription and select Cancel.
- NGL may ask you to confirm your cancellation reason.
- Complete the cancellation process and screenshot the confirmation page.
Direct website cancellation varies depending on NGL's current interface. If you cannot find the subscription settings, contact [email protected] with your account email address and request manual cancellation. Yafee advises keeping a copy of your request and NGL's response.
What happens after you cancel NGL
Cancellation does not delete your account or your messages. Your NGL profile remains active, and you can continue using the free version of the app. You simply lose access to paid features like hint reveals and Pro status.
Your access after cancellation
You retain the ability to send and receive anonymous messages. You can still view basic message replies, but premium hint features become unavailable. If you reactivate a subscription in the future, you regain full Pro access immediately.
Checking your cancellation status
Log back into your Apple, Google, or NGL account within 24 hours and verify that your subscription no longer appears in your active subscriptions list. If it still shows as active, the cancellation did not process. Contact the relevant platform (Apple Support or Google Play Support) immediately and provide your cancellation screenshot as evidence.
Refunds and chargebacks in the philippines
Philippine consumer law requires refunds for charges made after cancellation or for services not delivered. However, NGL does not typically offer refunds for unused subscription time before cancellation.
If you were charged after cancelling
- Check your billing statement to confirm the charge date and amount.
- Verify that your cancellation date was before the charge occurred.
- Email [email protected] with your cancellation confirmation screenshot, your billing statement, and a request for a refund.
- Allow 14 days for a response.
- If NGL does not refund you, contact your bank or payment provider (GCash, Maya, or your credit card issuer) and request a chargeback or dispute.
Filing a dispute with your payment provider
If NGL refuses to refund you within 14 days, you can file a dispute directly with your bank, GCash, Maya, or credit card company. Provide them with your cancellation proof, the unwanted charge on your statement, and your email correspondence with NGL. Most payment providers process disputes within 30 to 60 days and can reverse unauthorized charges.
Escalating to the department of trade and industry
If your payment provider denies your dispute and NGL still refuses to refund you, file a formal complaint with the Department of Trade and Industry (DTI). The DTI enforces Republic Act No. 7394 and investigates unfair business practices. You can submit your complaint online at www.dti.gov.ph or visit your nearest DTI office. Include copies of your cancellation confirmation, billing statements, your email to NGL, and the payment provider's dispute response. Yafee recommends keeping all documentation in a folder for quick access during escalation.
NGL pricing and subscription tiers
Understanding NGL's pricing structure helps you identify whether your charges match your plan choice.
| Subscription tier | Price (PHP) | Billing cycle | Key features |
|---|---|---|---|
| Free | ₱0 | N/A | Basic messaging, limited hints |
| Hints (small) | ₱19-₱105 | 1 week to 1 month | Reveal hint per message |
| Hints (large) | ₱179-₱299 | 1 month to 3 months | Multiple hints per message |
| Pro (1 month) | ₱369-₱399 | 1 month | All premium features, unlimited hints |
| Pro (3 months) | ₱519 | 3 months | All premium features, unlimited hints |
Your charge amount reveals which tier you purchased. If you see ₱399 on your statement, you bought the 1-month Pro subscription. This helps you verify your subscription type when contacting support.
Common mistakes when cancelling NGL
Cancellation is straightforward once you know where to look, but several mistakes can delay the process or leave you vulnerable.
Mistake 1: deleting the app without cancelling the subscription
Removing NGL from your device does not stop recurring charges. The subscription continues automatically in the background. You must cancel at the point of purchase (Apple, Google, or NGL website) before deleting the app. Yafee has helped thousands of consumers cancel subscriptions they did not know were still active because they assumed deletion was enough.
Mistake 2: cancelling without saving proof
Apple and Google show a cancellation confirmation message on screen, but the page disappears if you navigate away. Take a screenshot immediately, including the date, time, and "Subscription cancelled" confirmation. If you later dispute a charge, you need this proof to convince your bank or the DTI.
Mistake 3: not checking your billing statement after cancellation
Verify your account 24 hours after cancelling. Log back into Apple, Google, or NGL and confirm the subscription no longer appears in your active list. If it still shows as active, your cancellation failed. Contact support immediately rather than waiting for the next billing date and facing another unwanted charge.
Mistake 4: waiting too long before escalating
If NGL charges you after you cancel, do not wait weeks to act. Email [email protected] within 48 hours with your proof. The sooner you document the error, the stronger your case with your bank or the DTI. Most payment providers process disputes within a limited window (typically 60 days from the original charge).
After cancellation: what to do next
Cancellation is complete, but a few follow-up steps protect you from future surprises.
Set a reminder to monitor your billing statement
Check your GCash, Maya, or credit card statement for the next 90 days to confirm no further NGL charges appear. If your billing cycle was monthly, check for three months. If it was quarterly, check for six months. Unexpected charges sometimes slip through even after successful cancellation due to system delays or errors.
Keep your cancellation proof indefinitely
Store your cancellation screenshot, your email correspondence with NGL, and your billing statements in a folder (digital or physical). If you file a dispute or complaint with the DTI months later, you need this documentation. Yafee recommends uploading these files to cloud storage for safety.
Report NGL to the DTI if charges continue
If NGL charges you again after you cancel and your bank denies your chargeback, escalate to the DTI immediately. File a complaint describing your cancellation, the unwanted charges, and your failed attempts to reach NGL. Include all documentation. The DTI can compel NGL to refund you and impose penalties on the company for violating Republic Act No. 7394.
Cancellation checklist
| Action | Completed | Date |
|---|---|---|
| Identify subscription point of purchase (Apple / Google / NGL website) | ☐ | |
| Navigate to subscriptions and locate NGL | ☐ | |
| Tap Cancel subscription and confirm | ☐ | |
| Screenshot cancellation confirmation message | ☐ | |
| Verify subscription is no longer active (after 24 hours) | ☐ | |
| Monitor billing statement for 90 days | ☐ |
Comparing cancellation methods by platform
Your cancellation path depends on where you made the purchase. This table compares your options.
| Platform | Device | Speed | Confirmation | Best for |
|---|---|---|---|---|
| Apple App Store | iPhone / iPad | Instant | On-screen message | iOS users |
| Google Play Store | Android | Instant | On-screen message | Android users |
| NGL website | Any browser | Instant to 24 hours | Email confirmation (if available) | Web-based users or direct billing |
Contact information for NGL support and escalation
If you cannot cancel NGL through the standard methods or if your cancellation fails, use these contact channels.
NGL support email
Send your cancellation request to [email protected]. Include your account email address, the subscription tier you want to cancel, and your cancellation date. NGL typically responds within 3 to 5 business days. Allow 7 to 14 days for manual cancellation to process.
Department of trade and industry (Philippines)
If NGL refuses to cancel or continues charging you, file a formal complaint with the DTI:
- Online: www.dti.gov.ph
- Phone: 1-386-3333 (Metro Manila)
- Email: [email protected]
- In person: Visit your nearest DTI office (DTI is present in all major Philippine cities)
Provide your cancellation confirmation, billing statements, and all correspondence with NGL. The DTI investigates at no cost to you and can compel NGL to issue refunds.
Your payment provider (GCash, maya, or bank)
Contact your bank, GCash, or Maya customer service if you need to dispute a charge or request a chargeback. Ask for a reference number and keep it for your records. Provide your cancellation proof and billing statement as evidence.
Summary: take control of your NGL subscription now
Cancelling NGL requires just a few minutes of your time, but the financial protection is invaluable. Republic Act No. 7394 grants you clear cancellation rights, and NGL must respect them. Whether you purchased through Apple, Google, or the NGL website, you can stop the recurring charge today by following the steps outlined above.
Screenshot your cancellation confirmation, monitor your billing statement, and escalate to the DTI if unwanted charges continue. Yafee has helped thousands of consumers cancel subscriptions and recover refunds by providing clear, legally grounded guidance. Your cancellation confirmation is your proof; keep it safe. Act today and take control of your payments.