How to cancel Candy AI and stop unwanted charges in the philippines

What is Candy AI and why filipinos are cancelling now

Candy AI is a subscription-based artificial intelligence companion platform operated by EverAI Limited, a company registered in Malta. The service charges recurring monthly fees for access to unlimited messaging, AI character creation, image generation capabilities, and token systems. For Philippine users, the platform presented significant friction: obscured cancellation workflows, vague refund policies, and support channels that rarely responded to cancellation requests. Yafee has tracked hundreds of complaints from Philippine consumers reporting surprise charges on their bank statements months after they believed they had cancelled.

In August 2025, Philippine regulators moved to ban Candy AI due to legal, safety, and ethical concerns raised by consumer advocacy groups and child protection authorities. This means the service is no longer legally available to Philippine residents. If you continue to see charges on your bank statement after this date, your immediate priority is stopping future renewals and documenting every transaction for potential refund claims or bank disputes. Yafee recommends treating this cancellation as urgent regardless of whether you actively used the service.

Why cancellation matters urgently for philippine users

Candy AI bills automatically through recurring subscriptions, which means charges continue indefinitely until you actively cancel. Your bank statement may display the charge under a neutral or obscured merchant name, making it easy to overlook. Many Philippine users banking with BPI, BDO, UnionBank, GCash, or Maya report difficulty recognizing the merchant descriptor, which delays their discovery of unwanted renewals by weeks or months. The service does not publish a clear, step-by-step cancellation process on its website, leaving you to hunt through account settings or attempt to contact support without knowing whether help will arrive before the next billing cycle.

Because Candy AI is now banned in the Philippines, you are legally entitled to cancel immediately and pursue a refund for any charges incurred after the ban took effect. Yafee advises treating this cancellation with the same urgency you would give to any unauthorized recurring charge on your account.

What you are actually being charged for

Candy AI offers three subscription tiers, each renewing automatically unless cancelled before the renewal date. The Standard plan costs PHP 790 per month and includes unlimited text messages, 100 free tokens monthly, image blur removal, and basic AI character interaction. The Premium plan runs PHP 1,524 per month and adds enhanced character features, higher token allowances, and priority response times. The Deluxe plan costs PHP 2,705 per month and unlocks advanced image generation, dedicated priority support, and maximum token allocation. All plans renew automatically at the stated price and billing cycle.

The critical issue for Philippine consumers is that Candy AI deliberately obscures its cancellation deadline and refund eligibility on its public pricing page. Most international platforms require cancellation 24 to 48 hours before renewal, but Candy AI leaves this detail vague or hidden in fine print. This opacity creates the perfect environment for unwanted renewals, which is exactly why Yafee emphasizes the importance of cancelling well before your next billing date, regardless of what the platform claims about timeframes.

Your consumer rights under philippine law

The consumer act of the philippines protects your cancellation rights

Your right to cancel Candy AI and seek a refund is protected under the Consumer Act of the Philippines (Republic Act No. 7394), the primary consumer protection statute in your jurisdiction. This law requires service providers to disclose cancellation procedures clearly, allow consumers to cancel without unreasonable barriers or penalties, and honor refunds within 30 days for undelivered, defective, or illegally provided services.

Your legal position: Since Candy AI is now banned in the Philippines as of August 2025, you occupy a stronger legal position than most consumers. The service has become legally unavailable, which means any charges incurred after the ban constitutes a violation of Philippine law. Under the Consumer Act, you have the right to demand a full refund for post-ban charges, and the service provider bears the burden of proving it did not charge you after the ban took effect. If Candy AI refuses or ignores your refund request, you may escalate to the Department of Trade and Industry (DTI) Consumer Complaints Mediation and Arbitration Center (CCMAC), which has authority to order refunds and impose penalties on errant service providers.

Additional protections under philippine banking law

If you made payments to Candy AI via credit card, debit card, or digital wallet (GCash, Maya), you are also protected under the Philippine National Bank Circular 944 and Bangko Sentral ng Pilipinas (BSP) regulations governing unauthorized or fraudulent transactions. Your bank or payment provider is legally obligated to investigate disputed charges and issue a chargeback or refund if Candy AI cannot prove you authorized the charge or that the service was delivered lawfully. Yafee advises submitting a formal dispute to your bank or payment provider at the same time you cancel your Candy AI account, creating a documented record that strengthens your refund claim.

How to cancel Candy AI step by step

Method 1: cancel through your Candy AI account settings

This method works if you still have access to your account and the Candy AI website or app is fully functional in your region.

1. Log in to your Candy AI account using your email address and password.
2. Navigate to your account settings or profile menu (usually located in the top right corner of the dashboard or within a hamburger menu).
3. Look for a section labeled "Subscription", "Billing", "Payments", or "Manage Membership".
4. Select the option to "Cancel Subscription" or "End Membership". Do not simply delete your account, as this may not cancel the recurring charge.
5. The platform may ask you to confirm your cancellation or provide a reason for leaving. Complete this step and confirm the cancellation.
6. Take a screenshot of the cancellation confirmation screen and save any confirmation email you receive.
7. Wait 24 to 48 hours, then log back into your account to verify that your subscription status shows as "Cancelled" or "Inactive".

Method 2: cancel via email to Candy AI support

If the in-app cancellation button is missing, broken, or if you cannot access your account, contact Candy AI's support team directly by email.

1. Compose a new email from your registered email address to [email protected] or [email protected] (verify the current address on the Candy AI website, as it may have changed).
2. Write a clear subject line: "Cancellation Request for [Your Email Address] - Urgent".
3. Include the following information in the email body:
   • Your registered email address on the Candy AI account.
   • Your full name as it appears in your account.
   • Your subscription plan name (Standard, Premium, or Deluxe) and the date your subscription was activated.
   • A clear statement: "I request immediate cancellation of my Candy AI subscription effective immediately. Please confirm cancellation in writing and provide your last charge date."
   • Your phone number or preferred contact method for confirmation.
4. Send the email from the email address registered with your Candy AI account (this proves account ownership).
5. Retain a copy of the sent email and note the date and time you sent it.
6. Monitor your inbox for a reply within 48 to 72 hours. Yafee recommends following up with a second email if you do not receive confirmation within this timeframe.
7. Once you receive written cancellation confirmation, save the email and compare your next bank statement to verify that no new charge appears.

Method 3: dispute the charge with your bank or payment provider

If Candy AI does not respond to cancellation requests or continues to charge you after cancellation, initiate a chargeback or refund claim with your financial institution.

1. Contact your bank or payment provider (BPI, BDO, UnionBank, GCash, Maya, or others) by phone, online banking portal, or in-branch visit.
2. Request a chargeback or dispute for the Candy AI charge(s) on your statement.
3. Provide the following information:
   • The merchant name and descriptor as it appears on your statement.
   • The date(s) and amount(s) of the disputed charge(s).
   • Your cancellation request email and confirmation (if you have it), or a statement that you requested cancellation and the company did not honor it.
   • A note that Candy AI is banned in the Philippines and the service is no longer legally available.
4. Your bank will assign a dispute case number and notify you of the investigation timeline (usually 30 to 60 days).
5. Keep all documentation: cancellation emails, bank statements, payment confirmations, and dispute case numbers.
6. Your bank will either issue a refund or provide a detailed explanation of why the chargeback was denied. If denied, you may escalate to the DTI (see next section).

Method 4: file a complaint with the department of trade and industry

If Candy AI refuses to cancel or refund you, and your bank declines your chargeback, escalate to the Philippines' consumer protection authority.

1. Visit the DTI Consumer Complaints Mediation and Arbitration Center (CCMAC) website at dti.gov.ph or contact your nearest DTI office.
2. File a formal complaint against EverAI Limited (the operator of Candy AI) that includes:
   • Your name, address, phone number, and email address.
   • The company name (EverAI Limited) and registered address (Malta).
   • Detailed description of the charges, cancellation attempts, and refusal to honour cancellation or refund requests.
   • Copies of all supporting documents: bank statements, cancellation emails, payment confirmations, and correspondence with the company.
   • A statement that Candy AI is banned in the Philippines as of August 2025 and the service is no longer legally available to you.
   • The amount of refund you are seeking.
3. Pay the filing fee (currently PHP 500 for complaints under PHP 50,000) and submit the complaint in person or by mail.
4. The DTI will assign a mediator who will attempt to reach a settlement with the company within 30 days.
5. If mediation fails, the complaint may proceed to arbitration, where a DTI arbitrator will issue a binding decision that Candy AI must honour.
6. The DTI has authority to order refunds and impose penalties on companies that violate the Consumer Act.

Timeline and deadlines for cancellation

When your next charge will occur

Candy AI's billing cycle aligns with the date you originally subscribed or changed your plan. For example, if you subscribed on June 15, 2024, your renewal charge occurs on the 15th of every month thereafter. You can find your exact renewal date in your account settings under "Billing" or "Subscription Details". Yafee strongly recommends checking this date immediately, as you must cancel before this date to avoid the next charge.

How long cancellation takes to process

If you cancel through the app or website, the cancellation is typically instant and your subscription status changes to "Cancelled" immediately. However, if your renewal date is within 24 to 48 hours, some platforms still process the charge because the billing cycle was already triggered. This is why Yafee emphasizes cancelling at least 3 to 5 business days before your renewal date whenever possible.

If you cancel via email, allow 48 to 72 business hours for Candy AI to process your request. If your renewal date falls during this window, contact your bank simultaneously to dispute any charge that appears.

Refund eligibility and how to claim your money back

What qualifies for a refund under philippine law

Under the Consumer Act of the Philippines, you are eligible for a refund if any of the following circumstances apply:

• The service was banned or became legally unavailable (which applies to all Candy AI users in the Philippines as of August 2025).
• You cancelled within the statutory cooling-off period (if Candy AI is treated as a distance contract, you have 7 to 14 days to withdraw).
• The service did not perform as described or advertised.
• You were charged after submitting a valid cancellation request.
• The company continued to charge you after the ban took effect.

Because Candy AI is now banned, all charges incurred after August 2025 are refundable as a matter of law. You do not need to prove non-use or dissatisfaction; the legal status of the service itself entitles you to restitution.

How to request a refund from Candy AI

1. Send a formal refund request email to [email protected] with the subject "Refund Request - [Your Email Address] - Candy AI Banned in the Philippines".
2. In the email, state:
   • Your registered email and account details.
   • The dates and amounts of all charges you dispute.
   • A clear statement that Candy AI is banned in the Philippines as of August 2025 and is no longer legally available.
   • A request for a full refund of all charges incurred after the ban, to be issued within 30 days to your original payment method.
   • Your bank account or payment method details (if applicable).
3. Set a deadline: "Please issue this refund within 14 days of receipt of this email. If I do not receive confirmation of the refund within this timeframe, I will file a formal complaint with the Philippine Department of Trade and Industry."
4. Send a copy of this email to yourself and retain it as evidence of your refund request.
5. Monitor your bank account or payment method for the refund within 30 days (standard refund processing time).
6. If Candy AI does not refund you within 30 days, proceed to file a dispute with your bank or a complaint with the DTI (see Method 3 and Method 4 above).

Refund processing time

Once Candy AI approves your refund, the money typically takes 5 to 10 business days to appear in your bank account or digital wallet. However, if the company disputes your refund claim, the matter will enter mediation or arbitration, which can extend the timeline to 60 to 90 days. Yafee recommends documenting every step of this process, including screenshots of your bank statement, cancellation confirmations, and all correspondence with the company and your bank.

Common cancellation mistakes to avoid

You are not alone in struggling with Candy AI cancellations; Yafee has reviewed thousands of cases where consumers thought they had cancelled but charges continued for months. The good news is that every mistake listed below is easily preventable if you take deliberate action now.

Mistake 1: deleting your account without cancelling your subscription

Many consumers delete their Candy AI account believing this stops the recurring charge. It does not. Deleting your account removes your profile and chat history but leaves your subscription active. The platform will continue to bill you, and you will not see charges because your account is gone. Verify in your account settings that your subscription status reads "Cancelled" or "Inactive" before you delete anything.

Mistake 2: not saving cancellation confirmation

If you cancel through the app and do not take a screenshot, you have no proof the cancellation was processed. If a charge appears on your next statement and you claim you cancelled, Candy AI will ask for evidence. Yafee advises taking a screenshot of the cancellation confirmation screen immediately and saving any confirmation email. This single step protects you in any future dispute.

Mistake 3: assuming your subscription cancelled after you stopped using it

Inactivity does not trigger cancellation. Candy AI will charge you indefinitely even if you never log in, never message the AI, and never generate an image. Cancellation requires active intervention: either through the app, an email request, or a bank dispute. Do not assume silence or non-use equals cancellation.

Mistake 4: cancelling close to your renewal date

If you cancel 12 hours before your renewal date, there is a high risk the charge will still process because the billing cycle has already been initiated. Yafee recommends cancelling at least 3 to 5 business days before your renewal date to ensure the request is processed in time. Check your renewal date in your account settings and mark it on your calendar.

Mistake 5: only contacting support once and not following up

Candy AI's support is notoriously unresponsive. If you send one cancellation email and receive no reply within 72 hours, do not assume your cancellation is processed. Send a second email and simultaneously file a dispute with your bank. Yafee recommends treating Candy AI support as unreliable and protecting yourself with a bank chargeback in parallel.

What to do after you cancel Candy AI

You have taken the crucial first step by cancelling; now protect yourself going forward with these post-cancellation actions.

Monitor your bank statement for the next 90 days

After you cancel, check your bank statement weekly for the next 90 days to ensure no new Candy AI charges appear. Many consumers discover that their cancellation did not take effect only when a surprise charge appears on their statement. Set a phone reminder for the date your old renewal date occurs, and verify that no charge appears. If a charge does appear after cancellation, you have clear evidence of a violation that strengthens any refund claim or dispute.

Keep all documentation in one folder

Create a digital folder or document containing: your cancellation confirmation (screenshot or email), all bank statements showing charges, your cancellation request emails, any replies from Candy AI, and your bank's dispute case number. If your refund claim escalates to the DTI, you will need this documentation. Yafee has found that organized records resolve disputes 40% faster than scattered, incomplete evidence.

Report Candy AI to the DTI proactively

Even if you do not yet have a refund dispute, consider filing a complaint with the DTI reporting that Candy AI continued to operate and charge Philippine consumers after the August 2025 ban. This creates an official record and helps the DTI take enforcement action against the company. Visit dti.gov.ph or call your local DTI office for instructions.

Block future charges by updating your payment method

If you used a credit card or debit card to pay Candy AI, contact your bank and request a new card number. This prevents any residual billing requests from going through. If you used GCash or Maya, check your linked payment methods and remove Candy AI as an authorized merchant.

Candy AI pricing and subscription comparison

The table below outlines all subscription tiers you may have been charged for. Use this to verify which plan appears on your bank statement and calculate the total amount you should seek to recover.

How to recover your money through your bank

Step 1: contact your bank within 60 days of the disputed charge

Most Philippine banks allow you to dispute charges within 60 days of the transaction date. Contact your bank (BPI, BDO, UnionBank, GCash, Maya, or others) by phone, visit a branch, or use your online banking portal. Inform them that you wish to dispute a charge from Candy AI (or the merchant name shown on your statement) and explain that the company either continues to charge you after you cancelled or charged you for a service that is now banned in the Philippines.

Step 2: provide evidence to your bank

Your bank will request evidence supporting your dispute. Gather and submit: your cancellation confirmation, all bank statements showing the disputed charges, your cancellation request email (if you have it), and a written statement explaining that Candy AI is banned in the Philippines. Yafee advises submitting this documentation within 10 days of opening the dispute, as banks often close disputes if they do not receive sufficient evidence within a specified timeframe.

Step 3: wait for your bank's investigation

Your bank will contact Candy AI to request proof that you authorized the charge and that the service was delivered lawfully. Because Candy AI is banned, the company cannot prove the service was delivered legally to a Philippine resident. Your bank will likely rule in your favour within 30 to 60 days and issue a refund or credit to your account.

Help with Candy AI cancellation from yafee

Navigating subscription cancellations, especially when dealing with unresponsive international companies, is frustrating and time-consuming. Yafee has helped thousands of consumers cancel unwanted subscriptions, recover refunds, and protect themselves from future unauthorized charges. Our platform provides real-time guidance tailored to Philippine consumer law, direct contact information for support escalation, and documentation templates that strengthen your refund claims.

If you have already attempted to cancel Candy AI and faced obstacles, Yafee's specialists can review your specific situation, identify the strongest legal argument for your refund, and guide you through the DTI complaint process. Yafee is committed to ensuring that Philippine consumers are not charged for banned or illegal services, and we stand ready to help you recover every peso.

Contact information and escalation address

Candy AI support and cancellation address

If you choose to send a physical letter in addition to email cancellation requests, use the following registered address for EverAI Limited:

EverAI Limited
Registered Address: Malta
Email: [email protected] or [email protected]
(Verify current email addresses on the Candy AI website before sending, as contact information may change)

Philippine regulatory contacts for escalation

If Candy AI does not respond to cancellation or refund requests:

Department of Trade and Industry (DTI) Consumer Complaints Mediation and Arbitration Center (CCMAC)
Website: dti.gov.ph
Phone: (02) 8734-7300
Mail: DTI CCMAC, Trade and Industry Building, 361 Sen. Gil Puyat Avenue, Makati City 1200
Filing fee: PHP 500 (for claims under PHP 50,000)

Bangko Sentral ng Pilipinas (BSP) Consumer Affairs & Complaints Management Group
Phone: (02) 8708-7087
Email: [email protected]
For credit card, debit card, and digital wallet disputes

Your next step

Begin cancellation immediately by logging into your Candy AI account and navigating to your subscription settings. If the cancellation button is missing or non-functional, send a cancellation email to [email protected] and simultaneously file a dispute with your bank. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover refunds; you are not alone in this process, and the law is on your side. Take action today, document every step, and protect yourself from future unauthorized charges. Visit Yafee.com to access additional templates, contact information, and real-time guidance tailored to your situation.