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Frequently asked questions
Cancel Mdacne: The Right Way to Manage Your Subscription
How to cancel Mdacne and reclaim control of your skincare budget
What Mdacne is and why cancellation matters
Mdacne delivers personalised acne treatment kits tailored to your skin profile, combining custom-formulated products with digital guidance via its mobile app and web portal. You receive three-product treatment combinations shipped on a subscription schedule unless you elect a one-time purchase. The service operates from San Francisco, USA, and all billing, customer service, and shipments route through its US headquarters.
Understanding your cancellation rights under Singapore consumer law is essential. The Consumer Protection (Fair Trading) Act protects your right to withdraw from distance contracts within 14 days without penalty, and Yafee has built this guide to ensure you exercise that right correctly.
How the subscription model works
Mdacne offers three primary pathways: a free trial (shipping cost only), monthly auto-renewal subscriptions, or quarterly billing cycles. Your subscription renews automatically unless you cancel at least 5 business days before your next billing and shipment date. Once a kit ships, you cannot stop that order. Refunds apply only under specific conditions outlined in Mdacne's policy, and Yafee recommends you review those terms before your cancellation window closes.
Why location matters for your cancellation
Mdacne operates exclusively from San Francisco, USA. No Singapore-based office exists for Mdacne's operations, which means all customer service, billing inquiries, and formal cancellation requests route through its US headquarters. This geographic distance affects your cancellation timeline and your options for escalation if Mdacne does not honour your request. Consequently, you must allow for processing delays and ensure you submit your cancellation request well within your statutory window.
Mdacne pricing and plan comparison
Your first step toward an informed cancellation decision is understanding exactly what you pay and whether your current plan offers value for money.
Current pricing and billing cycles
| Plan type | Cost (USD) | Cost (SGD approx.) | Billing cycle | What you receive |
|---|---|---|---|---|
| Free trial kit | US$9 | SGD $12 | One-time | Trial supply and app access; shipping included |
| Monthly subscription | US$29.95 | SGD $40 | Monthly auto-renew | Custom 3-product kit, app support, auto-renew |
| Quarterly subscription | US$59.95 | SGD $81 | Every 3 months | Custom 3-product kit, lower billing frequency |
Important pricing notes for singapore customers
All prices on Mdacne's website display in USD. Your bank or payment processor converts to SGD at purchase and again on your billing statement. Currency fluctuations mean the SGD equivalent varies daily. Take a screenshot of your checkout page before you confirm any purchase, so you have proof of the amount you agreed to pay. Yafee advises checking your actual transaction amount on your bank statement, not just the USD figure quoted on Mdacne's site.
Your consumer rights and what they mean for you
Singapore's Consumer Protection (Fair Trading) Act establishes your statutory right to cancel distance contracts and grants you specific remedies if Mdacne fails to honour your request.
Your legal position under singapore law
Under the Consumer Protection (Fair Trading) Act, you have a statutory right to cancel any distance contract (including online subscriptions) within 14 calendar days of purchase without penalty or liability. This applies to your initial Mdacne order. Mdacne must refund your payment within 14 days of your cancellation notice, and it must cover the cost of returning the goods unless you accept responsibility for return shipping. Furthermore, Mdacne cannot charge a cancellation fee or administration charge if you exercise this right within the 14-day window.
If your subscription has renewed beyond the initial 14 days, you retain the right to cancel at any time, provided you give Mdacne at least 5 business days' notice before your next billing date. Yafee emphasises that this 5-business-day notice period is Mdacne's own policy, not a legal requirement. Singapore law permits you to cancel recurring contracts with notice; the 5-day window is simply the company's internal threshold to stop a shipment that has already entered its logistics pipeline.
Escalation route if Mdacne refuses to refund
If Mdacne refuses to refund you within 14 days of your cancellation request, or if the company does not acknowledge your cancellation, escalate your complaint to the Consumers Association of Singapore (CASE). CASE investigates breaches of the Consumer Protection (Fair Trading) Act and can compel Mdacne to refund you, impose penalties, and order the company to cease unfair practices. Yafee recommends you gather all evidence: your order confirmation, payment receipt, cancellation email or message with timestamp, and any correspondence with Mdacne that shows the company received your request and failed to act.
How to cancel Mdacne step by step
Follow this structured procedure to cancel your subscription correctly and create an audit trail for your protection.
Step 1: log in to your Mdacne account
- Open the Mdacne website or mobile app on your device.
- Enter your email address and password to access your account dashboard.
- Navigate to the "Account Settings" or "Subscription Management" section.
- Locate the "Subscription" or "Billing" tab; this displays your current plan and renewal date.
Step 2: identify your next billing and shipment date
Note the exact date of your next scheduled charge and shipment. Mdacne requires you to submit your cancellation at least 5 business days before this date. In accordance with Mdacne's policy, "business days" exclude weekends and US public holidays. If your next billing date is a Wednesday, submit your cancellation by the preceding Thursday at the latest.
Step 3: initiate cancellation through the Mdacne portal
- Within your account settings, locate the "Cancel Subscription" or "Pause Subscription" button.
- Click the button and review the reason selection screen; Mdacne will ask why you are cancelling.
- Select the reason that best describes your decision (cost, results, skincare preference, or other).
- Confirm your cancellation on the final screen; the app or website will display a confirmation message and provide a confirmation code.
- Screenshot this confirmation page immediately, including the date, time, and confirmation code.
Step 4: send a written cancellation email to Mdacne
Do not rely solely on the portal cancellation. Send a separate email to Mdacne's customer service address confirming your cancellation. This creates a documented, timestamped record that Yafee strongly recommends for your protection.
- Draft a short email stating your name, email address, order number, and the phrase: "I hereby cancel my Mdacne subscription with immediate effect. Please confirm receipt of this cancellation request and the date I submitted it."
- Send this email to Mdacne's customer support address (available on their website under "Contact Us").
- Wait for a reply confirming that your cancellation has been processed.
- Screenshot both your sent email and Mdacne's reply for your records.
Step 5: verify your cancellation within 3 business days
- Check your account dashboard 3 business days after your submission to confirm your subscription status shows "Cancelled."
- Monitor your bank statement or card activity to ensure no charge appears on your next scheduled billing date.
- If a charge appears after your cancellation, contact your bank or card issuer immediately and dispute the transaction as unauthorised.
Refund eligibility and timelines
Your refund rights depend on when you submit your cancellation and whether your kit has already shipped.
Refund eligibility by scenario
| Scenario | Refund eligibility | Timeframe |
|---|---|---|
| Cancel within 14 days of initial order | Full refund (minus return shipping if applicable) | 14 days from cancellation notice |
| Cancel 5+ business days before next billing date | Full refund; no future charge | N/A (cancellation takes effect immediately) |
| Cancel fewer than 5 business days before billing | Charge processes; refund only if you return goods within 14 days | 14 days from return receipt |
| Kit already shipped when you cancel | Refund if returned in original condition within 14 days | 14 days from receipt of returned kit |
How refunds are processed
Mdacne issues refunds to your original payment method (debit card, credit card, or digital wallet). Allow 5 to 10 business days for the refund to appear on your account after Mdacne initiates it. Your bank may take a further 1 to 3 business days to post the credit. If you do not see the refund within 14 days of Mdacne's processing date, contact your bank to confirm they have received the credit. Yafee advises requesting a refund reference number from Mdacne, which you can provide to your bank as proof if a dispute arises.
Common mistakes to avoid when cancelling
Cancellation is straightforward if you follow the correct procedure, but several errors can delay your refund or leave you vulnerable to unexpected charges.
Mistake 1: cancelling only through the app
The Mdacne app may delay syncing your cancellation to the company's billing system. Yafee recommends you cancel through both the app and a separate email to create redundancy. If the app cancellation fails to register, your email provides proof that you submitted a valid cancellation request on time.
Mistake 2: missing the 5-business-day notice window
If you cancel fewer than 5 business days before your scheduled billing date, Mdacne will still charge you. You will then need to wait for the kit to arrive, return it within 14 days, and request a refund. This process takes significantly longer than preventing the charge upfront. Set a phone reminder for 6 business days before your next billing date as a safeguard.
Mistake 3: not keeping cancellation evidence
Screenshots of your portal confirmation and email correspondence are essential. If Mdacne disputes your cancellation or charges you after you have cancelled, these records prove you submitted your request on time and in writing. Without them, you have no way to escalate to CASE or your bank with credible evidence.
Mistake 4: assuming the subscription pauses when you do not cancel
Mdacne does not pause your subscription if you ignore it or forget to take action. Your subscription renews automatically until you submit a formal cancellation request. Inaction leaves you liable for charges every month or quarter.
What happens after your cancellation
Your subscription does not end instantly; several steps follow to confirm termination and process any refund.
Immediately after cancellation (days 0-3)
- Your account status changes to "Cancelled" in the portal.
- You receive a cancellation confirmation email from Mdacne (allow up to 24 hours).
- No new charge is scheduled for your next billing date.
- You retain access to your app and past formulation data until your account is fully closed.
Within 14 days after cancellation
- If you ordered physical goods (not just a subscription), you have 14 days to return them for a refund (unless they are consumables).
- Mdacne processes your refund once it receives your returned kit or confirms no return is required.
- Check your bank account for the refund credit.
After 30 days
- Your Mdacne account may be archived or closed entirely (company policy varies).
- You can no longer access your formulation history through the app, so download or screenshot any data you wish to retain.
- If a dispute arises, your cancellation email remains valid evidence regardless of account closure.
When to keep your Mdacne subscription
Cancellation is not always the right choice; evaluate your situation honestly before you act.
Keep your subscription if
- The products have genuinely improved your acne within the past 60 days.
- You value the personalised formulations and app tracking enough to justify the monthly or quarterly cost.
- You are within your first 14 days and still evaluating; cancelling prematurely may prevent you from seeing full benefits.
- The cost aligns with your skincare budget and you anticipate using the service for at least 3 months more.
Cancel if
- Your skin has improved sufficiently and you no longer need acne treatment.
- The products do not suit your skin type or cause irritation.
- You have not seen improvement after 90 days of consistent use.
- The subscription cost no longer fits your budget or you have found a cheaper alternative.
- Shipping delays, app glitches, or customer service failures have eroded your confidence in the service.
Comparison of cancellation methods and best practice
Mdacne offers multiple cancellation routes, and the best method combines both for maximum protection.
| Method | Speed | Evidence trail | Recommended |
|---|---|---|---|
| Portal + email | Instant | Screenshot + email receipt | Yes, use both |
| Portal only | Instant | Screenshot only | Acceptable, but risky |
| Email only | 24-48 hours | Email receipt only | Acceptable, but slower |
| Phone call | Instant | No written record | Not recommended |
Best practice cancellation checklist
- Calculate your 5-business-day cancellation deadline and set a phone reminder for 6 days before billing.
- Log in to your Mdacne account and note your next billing date and amount.
- Cancel through the portal and screenshot the confirmation page.
- Send a separate cancellation email to Mdacne's customer service address and screenshot your sent email.
- Wait for a reply from Mdacne confirming receipt and processing (up to 24 hours).
- Screenshot the reply and save all correspondence in a folder for your records.
- Check your account status 3 days later to confirm "Cancelled" status.
- Monitor your bank statement on your next scheduled billing date to verify no charge appears.
- If a charge appears, dispute it immediately with your bank and provide your cancellation evidence.
- If a refund is owed, track it through your bank and contact Mdacne if it does not appear within 14 days.
Escalation if Mdacne refuses to cancel or refund
If Mdacne ignores your cancellation request or refuses to issue a refund you are entitled to, you have formal remedies under Singapore law.
Step 1: send a formal demand letter
Send Mdacne a registered letter or email (with read receipt) restating your cancellation request and demanding a refund within 7 days. Reference the Consumer Protection (Fair Trading) Act and cite your cancellation evidence (email timestamp, portal screenshot). Keep a copy of this letter for your records. Yafee recommends using a template that clearly states the amount owed and your statutory basis for the claim.
Step 2: dispute the charge with your bank
If Mdacne charges you after your cancellation, contact your bank or card issuer and initiate a chargeback or dispute. Provide your cancellation evidence, including the email confirmation and portal screenshot. Your bank will freeze the charge pending investigation and may reverse it in your favour within 30 to 60 days.
Step 3: file a complaint with CASE
If Mdacne does not refund you within 14 days or refuses to acknowledge your cancellation, submit a complaint to the Consumers Association of Singapore (CASE). CASE will contact Mdacne on your behalf and investigate your claim under the Consumer Protection (Fair Trading) Act. CASE can compel Mdacne to refund you and impose penalties on the company for unfair practices. Furthermore, CASE's intervention often expedites resolution without escalation to court.
Step 4: consider small claims litigation
If the amount owed is less than SGD $10,000, you can file a claim in the District Court or magistrate's court without legal representation. You will need to submit your cancellation evidence and proof of the charge. Yafee advises consulting a lawyer before pursuing this route, as court proceedings require formal documentation and adherence to procedural rules.
Mdacne cancellation address and contact details
In accordance with Mdacne's corporate structure, all cancellation requests must route through its San Francisco headquarters. No Singapore subsidiary or local office exists.
Primary contact method
Mailing address (corporate): MDalgorithms Inc., San Francisco, CA, USA. Check the Mdacne website's "Contact Us" page for the current customer service email address, as it may change without notice.
Email: Submit your cancellation email through the contact form on the Mdacne website or to the customer service address listed in your order confirmation email.
Escalation for payment disputes: Consumers Association of Singapore (CASE), 170 Ghim Moh Road, Singapore 329633. Telephone: 6461 3166. Website: www.case.org.sg.
Final guidance on cancelling Mdacne safely
Cancelling your Mdacne subscription is straightforward if you submit your request in writing at least 5 business days before your next billing date and keep clear evidence of your cancellation. The Consumer Protection (Fair Trading) Act protects your statutory right to cancel distance contracts within 14 days and mandates refunds within 14 days of your cancellation notice. If Mdacne refuses to honour your request, escalate immediately to CASE, which investigates breaches of consumer law and compels companies to refund customers or face penalties.
Yafee has helped thousands of consumers cancel subscription services safely by following a structured procedure: portal cancellation plus email confirmation, combined with screenshot evidence. The same method applies to Mdacne. Do not rely on phone calls or verbal confirmation; written proof is essential if a dispute arises. Set your cancellation deadline now, follow the step-by-step process outlined above, and monitor your bank statement for confirmation. If Mdacne charges you after your cancellation, dispute the transaction immediately with your bank and escalate to CASE. Yafee's resource centre has additional guides for managing recurring billing and consumer rights across health and wellness services in Singapore.