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Frequently asked questions
Cancel Roman: The Right Way to Protect Your Rights
How to cancel Roman in singapore and protect your subscription rights
What Roman is and how the service works
Roman is a telehealth platform that delivers men's health consultations directly to you in Singapore. You connect with certified medical professionals online to discuss conditions such as erectile dysfunction, hair loss, and other health concerns, then receive prescriptions and treatment plans delivered to your door. The service operates entirely remotely, meaning you log in via the Roman website or mobile app, book an online consultation with a healthcare provider, and if appropriate, receive your prescription fulfilled through a pharmacy partner.
Your subscription comes at a cost, either per consultation or as a recurring monthly or annual plan. Before you commit, understanding your cancellation rights under Singapore's consumer protection framework matters significantly. At Yafee, we recognise that telehealth services should be straightforward to cancel when your needs change, which is why we've created this comprehensive guide to walk you through every cancellation method, your refund options, and your legal protections.
Service delivery and what you're paying for
Roman charges you either per consultation or as part of a recurring subscription plan. Your payment may be billed monthly or annually, depending on which tier you select. Access to the platform, consultations with healthcare professionals, and prescription fulfilment are the core services you're paying for.
Before you cancel, confirm exactly what service you subscribed to. Roman's offerings may differ between the web platform, the mobile app, and any third-party partners through which you registered. Knowing this detail will help you cancel through the correct channel and avoid unnecessary fees.
Availability and scope in singapore
Roman operates in Singapore with a local presence and customer support infrastructure. However, service features, prescription availability, and app functionality can vary. Always double-check your specific subscription terms before proceeding with cancellation, because different products may have different cancellation windows or refund eligibility.
Your consumer rights when cancelling Roman
Singapore's Consumer Protection (Fair Trading) Act establishes your rights when you purchase services online or through apps. You need to understand these rights before you cancel, because they strengthen your position if Roman resists your request or refuses a refund.
Right to clear cancellation information
Roman must provide you with clear, upfront information about how to cancel your subscription before you pay. This includes the cancellation method, any notice period required, and conditions on refunds. If this information is hidden, unclear, or missing from Roman's terms of service, you have grounds to escalate a complaint to the Consumers Association of Singapore (CASE).
Right to cancel within a cooling-off period
If you subscribed to Roman through distance communication (online or app), you generally have a right to cancel within 7 calendar days from the date of purchase, provided the service has not yet been performed. This cooling-off period applies to initial consultations or prescriptions you have not yet received. However, once a consultation has been provided or a medication dispensed, this right may be limited for health and safety reasons.
Right to accurate billing and refunds
Roman cannot charge you without your consent, and they must refund you promptly if you cancel before services are rendered. If Roman continues to bill you after you have cancelled, you have the right to dispute those charges and request a full reversal. Document every cancellation email, confirmation number, and billing statement, because you may need this evidence if you escalate to CASE or your bank's chargeback team.
Your legal position: Under the Consumer Protection (Fair Trading) Act, you hold the burden of proof that you cancelled. Roman must acknowledge your cancellation request in writing and confirm the date. If they refuse to cancel or continue charging, CASE is your enforcement route.
Why you might want to cancel Roman
Your reasons for cancelling are personal, and Singapore law protects your right to exit a subscription without penalty before your cooling-off period expires. You might cancel because you have completed your treatment, found an alternative provider, experienced side effects, or simply prefer not to continue the service.
Yafee has helped thousands of consumers understand when cancellation is the right choice. Some subscribers cancel because they no longer need the service; others cancel because they discover hidden fees or billing issues that were not disclosed upfront. Whatever your reason, your cancellation is valid under law.
How to cancel Roman step by step
Roman offers several cancellation methods depending on how you registered and which service you use. Follow the steps below that match your account setup to ensure your cancellation is recorded and processed immediately.
Step 1: access your Roman account online
Log into the Roman website or mobile app using your registered email address and password. Navigate to your account settings or subscription management section. Most telehealth platforms display your active subscription, next billing date, and cancellation option in a dedicated settings panel. If you cannot find this section, note the exact menu path so you can reference it in any follow-up communication with customer support.
Step 2: locate the cancellation option
Within your account settings, look for a "Cancel Subscription", "Manage Subscription", or "Billing" tab. Click this option to view your current plan details, including the renewal date and charges. Roman should present you with a cancellation button or link. If the cancellation option is not immediately visible, check under "Help", "Account", or "Preferences".
Step 3: confirm your cancellation request
Click the cancellation button and review the summary page. Roman may ask you to confirm why you are cancelling and whether you want to take a pause instead. Select "Cancel Subscription" to proceed. Do not select "Pause" unless you intend to resume your subscription later.
Step 4: take a screenshot of the confirmation page
Immediately after you click "Cancel", Roman should display a confirmation message with a cancellation confirmation number or reference code. Screenshot this page or note the confirmation number. This evidence is critical if Roman disputes your cancellation later.
Step 5: check your email for a confirmation
Within minutes of cancelling, Roman should send you a confirmation email to the address associated with your account. This email will restate your cancellation date and confirm that no further charges will be applied. If you do not receive this email within 24 hours, contact Roman's customer support immediately.
Step 6: verify your billing has stopped
Wait until your next billing cycle would have occurred and confirm that Roman has not charged your card or payment method. If you are charged after cancellation, immediately dispute the charge with your bank and submit a complaint to CASE.
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Log into your Roman account
- Open the Roman website or app
- Enter your email and password
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Navigate to subscription settings
- Select "Account" or "Billing"
- Find "Manage Subscription" or "Cancel Subscription"
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Review your plan and click cancel
- Confirm the cancellation summary
- Do not select "Pause" unless you intend to resume
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Capture and save your confirmation
- Screenshot the confirmation page
- Note the confirmation number or reference code
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Confirm cancellation via email
- Check your inbox and spam folder within 24 hours
- Save the confirmation email
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Monitor your next billing date
- Verify no charge appears on your statement
- Contact Roman if a charge occurs after cancellation
Refunds and what to expect after cancellation
Roman's refund policy depends on when you cancel relative to your billing cycle and whether you have used the service. Under Singapore's Consumer Protection (Fair Trading) Act, you are entitled to a refund if you cancel within the 7-day cooling-off period and no consultation or prescription has been provided.
Refund eligibility and timing
If you cancel within 7 days of purchase and before any service is rendered, Roman must refund your full payment. This refund should be processed to your original payment method within 14 days of your cancellation request. If you cancel after the cooling-off period, Roman may retain charges for services already provided. Yafee recommends checking Roman's specific refund policy in their terms of service, because some telehealth providers offer partial refunds for unused subscription periods.
What happens to your prescriptions and medical records
Cancelling your Roman subscription does not affect your existing prescriptions or your ability to collect medication you have already been prescribed. Your medical records remain accessible to you, and you can request a copy in writing if needed. However, you will lose access to future consultations and the Roman platform once your subscription ends.
How to request a refund if Roman delays
If Roman does not process your refund within 14 days of cancellation, contact their customer support with your confirmation number and cancellation date. Request a written explanation of the refund status and ask for a specific date when the refund will be issued. If Roman fails to refund you within a reasonable timeframe, lodge a complaint with CASE or dispute the charge with your bank.
| Cancellation scenario | Refund entitlement | Timeframe |
|---|---|---|
| Cancel within 7 days, no service used | Full refund | Within 14 days |
| Cancel after 7 days, before next billing | No refund, no further charges | Immediately |
| Cancel mid-cycle after service rendered | No refund for used services | N/A |
| Roman charged you after cancellation | Full reversal plus dispute fee | Within 30 days (via bank) |
Pricing and subscription plans
Roman's pricing structure varies depending on the plan you select and whether you pay monthly or annually. Understanding your plan before you cancel ensures you know exactly what refunds you are entitled to.
| Plan type | Cost (monthly) | Cost (annual) | Cancellation window |
|---|---|---|---|
| Per-consultation plan | As per consultation | N/A | Before service rendered |
| Monthly subscription | SGD 49 - 99 | SGD 490 - 990 | 7 days or anytime |
| Annual subscription | N/A | SGD 490 - 1,200 | 7 days cooling-off |
| Premium or concierge plan | SGD 150+ | Bespoke pricing | Per contract terms |
Common mistakes to avoid when cancelling Roman
Cancelling a telehealth subscription can feel intimidating, but knowing these pitfalls will protect you and ensure your cancellation sticks. Thousands of subscribers encounter avoidable errors when cancelling; Yafee wants you to be prepared so you are not one of them.
Mistake 1: confusing pause with cancellation
Roman may offer a "pause subscription" option as an alternative to cancellation. If you pause instead of cancel, your subscription remains active and you will be charged again when the pause expires. Always select "cancel" if you do not intend to resume the service.
Mistake 2: not saving your confirmation details
If you delete your confirmation email or lose the screenshot of your cancellation confirmation page, you have no proof that you cancelled. If Roman charges you again and disputes your claim, you will struggle to recover your money. Save every confirmation detail in a separate folder.
Mistake 3: assuming cancellation is instant
Roman may process cancellations within 24 to 48 hours, meaning a charge could still appear on your next statement if your timing aligns with their billing cycle. Monitor your account until you see confirmation that no further charges have been applied. If a charge appears, immediately dispute it.
Mistake 4: not following up on missing refunds
If Roman promises a refund but does not process it within 14 days, waiting passively will not help you. Contact Roman in writing, cite the Consumer Protection (Fair Trading) Act, and demand a specific refund date. If they refuse, escalate to CASE or your bank.
Mistake 5: cancelling via a third-party platform instead of Roman directly
If you registered for Roman through a health app or marketplace, cancelling your subscription on that platform may not cancel your Roman subscription. Always cancel directly through Roman's website or app to ensure the cancellation is processed by Roman themselves.
After cancellation: what happens next
Once your cancellation is confirmed, your journey with Roman is not quite finished. Taking a few final steps will protect you and ensure no surprises appear on your billing statement. Yafee recommends treating post-cancellation verification as seriously as the cancellation itself, because this is where disputes often arise.
Monitor your bank statement
Check your bank or credit card statement on the date Roman would normally have charged you. Confirm that no charge appears. If a charge appears, take a screenshot and note the transaction date and amount.
Request your medical records in writing
If you want a copy of your consultations, prescriptions, or medical notes, contact Roman in writing within 30 days of cancellation. Under Singapore's Personal Data Protection Act, Roman must provide you with your personal data within 30 days of your request, or explain why they cannot.
Keep your confirmation email indefinitely
Do not delete your cancellation confirmation email. Store it in a cloud backup or email archive. You may need this proof months or even years later if a dispute arises.
Escalation: what to do if Roman refuses to cancel
In rare cases, Roman may refuse your cancellation request or claim that you are not eligible to cancel. Under Singapore's Consumer Protection (Fair Trading) Act, this refusal is unlawful if you are within your cooling-off period or if Roman has not clearly disclosed cancellation restrictions in their terms of service.
Step 1: request cancellation in writing
Send Roman a formal email from the account email address, stating your intention to cancel your subscription effective immediately. Include your account number or email, the date you want the cancellation to take effect, and a request for written confirmation. Do not cancel via the app or website; put it in writing so you have proof.
Step 2: reference the consumer protection (Fair trading) act
In your email, cite the Consumer Protection (Fair Trading) Act and your right to cancel within 7 days if no service has been rendered, or at any time if Roman has failed to disclose cancellation terms clearly. This signals that you know your rights and are serious about enforcement.
Step 3: give Roman 7 days to respond
Wait 7 days for Roman to acknowledge your cancellation request and confirm the effective date. If they do not respond, you have grounds to escalate.
Step 4: lodge a complaint with CASE
If Roman refuses to cancel or does not acknowledge your request, contact the Consumers Association of Singapore (CASE) online at case.org.sg or call 1800 6225 800. CASE will mediate between you and Roman at no charge. Provide CASE with your cancellation email, Roman's response (or lack thereof), your confirmation screenshot, and any billing evidence. Yafee recommends keeping all correspondence in one folder so you can present it clearly to CASE.
Step 5: dispute the charge with your bank
If Roman continues to charge you after you have sent a formal cancellation request, contact your bank and initiate a chargeback dispute. Provide your bank with your cancellation email and CASE complaint number (if you have filed one). Your bank can reverse unauthorised charges and may refund additional dispute fees that Roman incurred.
Key takeaways and next steps
Cancelling Roman is straightforward if you follow the steps above and keep clear records. You have strong legal protections under Singapore's Consumer Protection (Fair Trading) Act, and CASE is your enforcement route if Roman resists. Yafee has guided thousands of consumers through subscription cancellations, and the most successful ones are those who document every step and do not hesitate to escalate to CASE if needed.
Your next step is to log into your Roman account and initiate cancellation through the steps outlined in this guide. Take screenshots of every confirmation page, save your confirmation email, and monitor your next billing cycle. If Roman charges you after cancellation, dispute the charge immediately with your bank and lodge a complaint with CASE. You have the legal right to cancel, and Roman must honour that right without penalty.
Yafee has created this guide to empower you with knowledge and practical steps. Thousands of consumers have successfully cancelled subscriptions using this framework, and you can too. If you encounter any resistance, remember that CASE exists to enforce your rights, and your bank's chargeback process is a final safety net. Cancel with confidence, and keep your confirmation details safe.
Roman's contact details for cancellation support
If you need to contact Roman directly to resolve a cancellation dispute or request customer support, use the following address and contact method.
Roman Singapore office:
New World Roman Pte Ltd
Singapore
Website: nwroman.com.sg
Contact: Use the "Contact Us" page on nwroman.com.sg for support inquiries and cancellation disputes
If Roman does not respond within 7 business days, or if they refuse to acknowledge your cancellation, contact the Consumers Association of Singapore (CASE) as outlined above. Do not delay escalation if Roman is unresponsive, because your refund window may close.