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Frequently asked questions
Cancel Brand24: The Right Way
How to cancel Brand24 and protect your money under philippine law
What Brand24 is and why you might cancel
Brand24 is a cloud-based social listening platform that monitors your brand mentions across social media platforms, news sites, blogs, forums, and podcasts. The service delivers data through dashboards, real-time alerts, and sentiment analysis reports. If you operate a business in the Philippines, you may have signed up to track what customers say about you online in real time. The platform works effectively for many users, but the billing structure and cancellation procedure can create problems if you do not act strategically.
Who uses Brand24 and what the plans cost
Brand24 targets marketing teams, public relations professionals, digital agencies, and business owners across the Philippines who need to monitor online reputation around the clock. The company offers a free trial period before charging you for a paid plan. Pricing appears in US dollars on their website, which means your actual monthly cost in Philippine pesos (PHP) fluctuates with currency exchange rates. At Yafee, we recommend checking the current PHP conversion before committing to any plan.
| Plan tier | Approximate PHP cost per month | Keywords included | Monthly mentions limit | Key features |
|---|---|---|---|---|
| Individual | PHP 11,000 | 3 keywords | 2,000 | 12-hour updates, basic alerts |
| Professional | PHP 22,000 | 15 keywords | Unlimited | 6-hour updates, sentiment analysis |
| Business | PHP 44,000 | 50 keywords | Unlimited | AI-powered insights, 2-hour updates |
| Enterprise | PHP 82,350 | Unlimited | Unlimited | Custom features, dedicated support |
Why filipinos struggle to cancel Brand24
Brand24 does not offer a one-click cancellation button on your account dashboard. Instead, you must contact support through live chat or email, and the company requires you to notify them at least 7 days before your next billing date to avoid an unwanted charge. If you miss that window, your payment method gets charged for another full month automatically. Support availability is not clearly posted, and live chat is not available 24/7, which creates real stress for users in the Asia-Pacific region trying to meet the deadline. Yafee has documented many cases where users requested cancellation but missed the 7-day window due to slow support responses, resulting in unexpected charges they could have avoided with clearer instructions.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) protects your interests when you purchase subscriptions or digital services. Understanding these rights empowers you to cancel with legal confidence and hold Brand24 accountable if they fail to honour your request.
What the consumer act of the philippines says about digital subscriptions
Under the Consumer Act of the Philippines, you have the legal right to clear, truthful information about any service before you agree to buy it. That includes renewal dates, exact cancellation procedures, and the precise cost in Philippine pesos. You also have the right to cancel a subscription without penalty if the company fails to disclose material terms or charges you without your explicit consent.
If Brand24 charged you after you requested cancellation, or if your cancellation request was acknowledged but the charge still went through, you can file a formal complaint with the Department of Trade and Industry (DTI). The DTI oversees consumer protection in the Philippines and can order the company to refund you and cease unfair practices. Critically, you do not have to accept a "service cannot be refunded" excuse if Brand24's own cancellation process created the problem. Your legal position is stronger than you may believe.
Your legal position and escalation route
If Brand24 refuses to cancel or refund you, you have recourse. Under the Consumer Act of the Philippines, the burden of proof falls on the company, not on you. Brand24 must demonstrate that they processed your cancellation request in time. You do not have to prove you sent it correctly; the company must show they received it and acted on it. If they cannot, the DTI will side with you. Yafee recommends keeping detailed records because this documentation becomes your evidence if the dispute escalates.
What to do if Brand24 ignores your cancellation request
Gather all evidence immediately: your cancellation message, timestamps from Intercom live chat or email, your payment receipts, and screenshots of your account status. If Brand24 ignores your request or claims they never received it, file a complaint with the DTI online at their website or visit your nearest DTI office in person. The DTI will investigate at no cost to you. The company must prove they processed your cancellation; they cannot simply say the request was lost. This is your legal protection under Philippine consumer law.
How to cancel Brand24 step by step
Follow this procedure to cancel your Brand24 subscription safely and create a written record that protects you.
Step 1: log in and check your next billing date
Access your Brand24 account and navigate to Account Settings or Billing. Note your exact renewal date. You must request cancellation at least 7 days before this date to avoid being charged for another full month. Screenshot this page to create evidence of what you saw.
Step 2: contact Brand24 support with a cancellation request
You have two options: live chat or email. Live chat is faster but creates less written documentation. Email creates a permanent record. Yafee recommends using email for all cancellation requests because you will have timestamped proof that you submitted your request. In your message, include the following information:
- Your full name and email address linked to the account
- Your account ID (found in Account Settings)
- The exact date you want the cancellation to take effect
- A clear statement: "I request immediate cancellation of my Brand24 subscription, effective [date]"
- A request for confirmation that your cancellation has been processed
Do not ask for a refund in the same email; request cancellation first. If you are entitled to a refund under the Consumer Act of the Philippines, you can pursue that separately.
Step 3: request written confirmation
After you submit your cancellation request, expect a response within 24 to 48 business hours. Do not accept a verbal or chat-only confirmation. Ask Brand24 to send you an email confirming that your subscription has been cancelled and specifying the final billing date. This email becomes your legal protection if a charge appears on your account after the cancellation date.
Step 4: monitor your payment method
Check your credit card or bank account statement closely on the day before your original renewal date and for 5 days after. If a charge appears after your confirmed cancellation date, you have evidence that Brand24 violated the Consumer Act of the Philippines. Save this statement.
Step 5: verify your account is inactive
Log back into Brand24 within 1 day of your cancellation date. Your account should display a message indicating that your subscription has ended or is inactive. Take a screenshot. If your account is still active after the confirmed cancellation date, contact support immediately with your confirmation email and demand an explanation. At Yafee, we have seen cases where confirmation emails were sent but cancellations were not actually processed.
What happens after you cancel Brand24
Cancellation is not instantaneous, and knowing what to expect protects you from confusion.
Immediate changes after cancellation
Once your cancellation takes effect on your billing date, you will lose access to your Brand24 dashboard. Your data may remain visible for 30 days, but you cannot run new searches or generate new reports. Live alerts stop immediately. If you have ongoing monitoring commitments to clients or internal stakeholders, plan your transition before you cancel.
Payment processing after cancellation
Your final bill will be charged on your original renewal date if you have not cancelled at least 7 days prior. After cancellation, no further charges should appear. If a charge appears 30 days or more after your cancellation was confirmed, you have grounds to file a chargeback with your bank and a complaint with the DTI. Yafee advises keeping your cancellation confirmation email indefinitely for this reason.
When you can claim a refund from Brand24
Brand24 does not offer refunds for unused time within a billing period under their standard terms. However, the Consumer Act of the Philippines carves out exceptions where refunds become mandatory.
Situations where you have a legal right to refund
You can demand a refund if Brand24 charged you after you submitted a valid cancellation request. You can also claim a refund if the company charged you without displaying clear renewal terms or billing dates at the time you signed up. If you cancelled but were charged for another month due to Brand24's failure to process your request, that charge must be refunded. The DTI will order this refund if Brand24 refuses.
How to request a refund from Brand24
Email Brand24 support with your cancellation confirmation email attached. State clearly: "I was charged on [date] after I submitted my cancellation request on [date]. Under the Consumer Act of the Philippines, I am entitled to a refund of PHP [amount]. Please process this refund within 7 days." If they refuse within 7 days, file a complaint with the DTI and reference the Consumer Act of the Philippines (Republic Act No. 7394) in your complaint. The DTI will order Brand24 to refund you.
Common mistakes to avoid when cancelling Brand24
Cancelling with confidence means knowing where users typically go wrong. You are not alone if you have made these errors, and avoiding them now will protect your money.
Mistake 1: cancelling on the wrong date
Many users cancel within 3 days of their renewal date, thinking they have time. The 7-day rule is strict. Count backwards from your renewal date. If your renewal is on the 15th, submit your cancellation request by the 8th at the latest. Do not wait until the last minute.
Mistake 2: using live chat only and not requesting email confirmation
Live chat conversations are logged, but they are harder to retrieve later if a dispute arises. An agent may confirm your cancellation verbally, but Brand24's system may not register it. Always ask the live chat agent to send you an email confirmation with your cancellation reference number. If they refuse, escalate to a manager and repeat the request.
Mistake 3: not checking your account after cancellation
Many users assume that if they received a confirmation email, the cancellation is complete. Brand24 occasionally sends confirmations without processing the actual cancellation due to system errors. Log in 1 day after your renewal date and verify your subscription shows as inactive. If it does not, contact support immediately with your confirmation email and demand urgent rectification.
Mistake 4: accepting "we cannot refund" without challenge
If you were charged after requesting cancellation, Brand24 may claim refunds are not available. This is incorrect under Philippine law. The Consumer Act of the Philippines overrides their terms and conditions. Push back politely but firmly, and if they refuse, file a DTI complaint.
What to do after you have cancelled and need to switch tools
Once your Brand24 cancellation takes effect, you may need to migrate your monitoring to a different platform. Yafee recommends documenting your current keyword lists and alert configurations before access ends. Export any reports or data you need during the 30-day post-cancellation grace period. Take screenshots of your most important dashboards for your records.
Checklist for cancelling Brand24 safely
Use this checklist to ensure you cancel correctly and create legal protection for yourself.
- Check your next billing date in Account Settings and screenshot it
- Calculate the 7-day cancellation deadline and mark it on your calendar
- Draft your cancellation email with your account ID, name, and cancellation date
- Send your cancellation request via email and retain the sent message
- Wait for written confirmation from Brand24 and save that email
- Log back in 1 day after your renewal date to verify the account is inactive
- Monitor your payment method for 5 days after the renewal date
- If a charge appears after cancellation, gather your confirmation email and file a DTI complaint
- Keep all emails, screenshots, and payment statements for 12 months
Comparison of cancellation methods and timelines
Different cancellation approaches carry different risks and timelines. This table shows your options and their outcomes.
| Cancellation method | Response time | Creates written proof | Best for | Risk level |
|---|---|---|---|---|
| Email to support | 24-48 hours | Yes, always | Maximum legal protection | Low |
| Live chat support | Minutes to hours | Partial (chat log only) | Urgent cancellations near deadline | Medium |
| In-app cancellation button | Instant | No confirmation | Not available on Brand24 | Very high |
Pricing summary and whether you should cancel
Review your current usage against Brand24's plan costs to decide if cancellation makes sense for your budget and business needs.
| Monthly cost (PHP) | Best suited for | Reason to cancel |
|---|---|---|
| PHP 11,000 (Individual) | Solo entrepreneurs, early-stage startups | Outgrew 3-keyword limit or too expensive for monitoring results |
| PHP 22,000 (Professional) | Small marketing teams, freelancers | Not seeing ROI or switched to free alternatives like Google Alerts |
| PHP 44,000 (Business) | Established agencies, mid-size brands | Better value available elsewhere or no longer need AI sentiment analysis |
| PHP 82,350+ (Enterprise) | Large corporations, multi-brand portfolios | Consolidating tools or moving to in-house monitoring team |
How yafee helps you navigate subscription cancellations
At Yafee (yafee.com), we help thousands of consumers cancel subscriptions in the Philippines safely and recover money when companies charge unfairly. Our platform provides step-by-step cancellation guides for software, SaaS, and digital services across the region. Yafee specialises in Philippine consumer law and works directly with the Department of Trade and Industry to ensure your rights are protected. If Brand24 or any other subscription service refuses to honour your cancellation request, Yafee can help you file a formal complaint and escalate to regulators. Yafee has helped thousands of consumers cancel subscriptions and claim refunds they thought were lost.
Contact details for Brand24 and the department of trade and industry
Use these addresses and departments to contact Brand24 about cancellation or file a complaint if the company refuses to respond.
Brand24 global inc. (USA headquarters)
Send written cancellation requests to Brand24 Global Inc., with correspondence addressed through their official Contact page. Email support is the fastest channel and creates permanent records. Include "CANCELLATION REQUEST" in your subject line to ensure routing to the correct department.
Brand24 s.A. (Polish headquarters)
Brand24's parent company is based in Poland. If you need to escalate beyond standard support, contact Brand24 S.A. directly. Their Polish office can override support decisions. Formal written complaints sent to their headquarters receive faster attention than routine support queries.
Department of trade and industry (DTI) philippines
If Brand24 refuses to cancel or refund you, file a complaint with the Department of Trade and Industry. The DTI handles all consumer protection disputes in the Philippines. You can file online at the DTI website or visit your nearest DTI regional office in person. The DTI will investigate at no cost to you and can order Brand24 to refund you and cease unfair billing practices. This is your strongest legal recourse if the company ignores your cancellation request.
Cancelling Brand24 is straightforward once you know the legal framework protecting you and follow the correct procedural steps. The Consumer Act of the Philippines gives you strong rights to cancel without penalty and claim refunds if Brand24 charges you unfairly. Start your cancellation today by emailing support with clear notice, monitor your payment method closely, and escalate to the DTI if charges appear after your confirmed cancellation date. Yafee is here to guide you through every step.
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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