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Cancel Prose: The Right Way to Protect Your Rights
How to cancel Prose and protect your refund rights in singapore
Why you might want to cancel Prose
Prose is a personalised hair and skincare brand that formulates custom products based on your consultation responses, delivering either as a one-time purchase or monthly subscription. Many Singapore customers discover that the custom formula doesn't match their expectations, costs become unsustainable, or unauthorised charges continue long after they've requested cancellation. This guide walks you through every cancellation method, your legal protections under Singapore law, and how to recover funds if Prose refuses to comply. Yafee specialises in helping consumers navigate subscription cancellations safely, and this guide applies that expertise directly to Prose.
When cancellation becomes necessary
You should cancel Prose immediately if you spot unauthorised charges, if the product hasn't delivered promised results, or if subscription renewals continue after you've already requested to stop. You also have grounds to cancel if you discover cheaper alternatives, if billing occurs without your explicit consent, or if Prose fails to honour a previous cancellation request. Your right to cancel is absolute and protected under Singapore consumer law-you do not need to justify your decision or accept a company explanation for why they think you should stay.
Red flags that signal cancellation urgency
Watch for repeated charges after cancellation, missing refund confirmations, or customer service responses that sidestep your request. If Prose suggests you "pause" instead of cancel, or asks for additional information before processing your request, these are delay tactics. Act quickly and document everything: screenshots of charges, email timestamps, support chat logs, and any proof you sent a cancellation request. Yafee recommends treating these red flags as signals to escalate immediately to the Consumers Association of Singapore.
Your legal position under singapore's consumer protection framework
Singapore's Consumer Protection (Fair Trading) Act is the primary legal instrument protecting you against unfair subscription practices and unauthorised charges. This Act sets out mandatory obligations that Prose must meet, and provides enforcement routes if Prose breaches them.
What the consumer protection (Fair trading) act requires
Under this Act, Prose must:
- Display all pricing clearly in Singapore Dollars (SGD) before you are charged, with no hidden fees.
- Obtain explicit written or digital consent before auto-renewal occurs on your account.
- Send advance notice (typically 7 to 14 days) before each renewal charge is processed.
- Process cancellation requests within a reasonable timeframe, ordinarily 14 calendar days.
- Issue refunds for charges made without proper consent or after you've cancelled.
- Provide clear cancellation instructions accessible on the website or via customer service.
Furthermore, the Act prohibits unfair contract terms-such as automatic renewal clauses that are buried in fine print or impossible to locate. If Prose's subscription terms are unclear, or if cancellation is deliberately made difficult, the company is in breach of this framework.
Your legal position if Prose refuses to cancel
If Prose ignores your cancellation request for more than 14 days, or if charges continue after you've cancelled, you are entitled to:
- Lodge a formal complaint with the Consumers Association of Singapore (CASE) at 1800-622-7351 or www.case.org.sg.
- Request a chargeback through your bank or credit card issuer under the Payment Card Industry standards, which give you up to 180 days to dispute unauthorised charges.
- Escalate to the Ministry of Health (if Prose is regulated as a cosmetics distributor) for product safety or misleading claims.
- Pursue a claim in the District Court for breach of contract or unjust enrichment, provided the amount claimed is under SGD 100,000.
Yafee emphasises that you do not need to pay further charges while your cancellation claim is under investigation. Most banks will freeze disputed transactions while CASE mediates, so your account balance is protected during the escalation period.
How to cancel Prose step by step
Prose offers multiple cancellation channels, but success varies depending on which method you use and how responsive the company is. Start with the account dashboard; if that fails, proceed to email and formal escalation.
Method 1: cancel via your Prose account online
- Log in to your Prose account on their website.
- Enter your registered email address and password.
- If you've forgotten your password, use the "Forgot Password" link to reset it first.
- Navigate to your account settings and locate the subscription section.
- Look for tabs labelled "My Subscription," "Subscriptions," "Billing," or "Account Management."
- You should see all active subscriptions listed with renewal dates and amounts.
- Select the subscription you want to cancel.
- Click on the specific subscription product (e.g., "Monthly Hair Care Kit").
- Review the renewal date and next charge amount to confirm you have the right subscription.
- Click "Cancel Subscription" or "End Subscription."
- Prose may ask for feedback about why you're cancelling; you may provide this or skip it.
- Read any warning messages about loss of discounts, loyalty points, or trial benefits.
- Confirm the cancellation on the pop-up or final screen.
- You should receive an immediate on-screen confirmation message.
- Check your email inbox and spam folder for a cancellation confirmation within 24 hours.
- Save or screenshot the confirmation email and confirmation reference number.
- This proof is essential if you need to dispute charges later or escalate to CASE.
- Keep this documentation for at least 12 months.
Method 2: cancel via email to Prose customer service
- Open your email client and compose a new message.
- Address it to Prose's customer service email address (typically found in the "Contact Us" section of their website).
- If no email is visible online, search for "Prose customer service" or "Prose support email" in your email confirmation messages.
- Write a clear cancellation request that includes:
- Your full name and the email address registered to your Prose account.
- Your account number or order number (found in previous email confirmations).
- A clear statement: "I request immediate cancellation of my Prose subscription effective today."
- A request for written confirmation of cancellation and confirmation that no further charges will occur.
- Send the email and retain a copy for your records.
- Use a method that generates a delivery receipt (e.g., Gmail's "Request read receipt" feature or your email client's tracking).
- Note the date and time you sent the email.
- Wait up to 5 business days for a response.
- If you do not receive a confirmation email within 5 business days, send a follow-up email referencing your original request.
- If Prose still does not respond after 10 business days, escalate immediately to CASE or your bank.
Method 3: cancel via phone or live chat (if available)
- Locate Prose's phone number or live chat link.
- Check the "Contact Us" page on their website or search for "Prose customer service phone" online.
- Confirm the phone number is correct by calling the main line and asking to be transferred to the cancellation team.
- Prepare your account details before calling.
- Have your full name, email address, account number, and most recent order number ready.
- Write down the date, time, and name of the representative you speak with.
- Clearly state: "I want to cancel my Prose subscription immediately and request written confirmation."
- Ask the representative to confirm the cancellation date in the system.
- Request their name and employee ID for reference.
- Request written confirmation via email.
- Say: "Please send me an email confirming this cancellation and the date it becomes effective."
- Do not end the call until you confirm the company will send this email.
- Document the call immediately.
- Send yourself an email summarising the call (date, time, representative name, what was agreed).
- Save any confirmation email you receive within 24 hours.
What happens after your cancellation request
Once you've submitted a cancellation request through any channel, you enter a critical waiting period. Prose should stop all future charges and issue a confirmation within 14 days. However, delays are common, and your next step depends on whether you receive confirmation.
If cancellation is confirmed promptly
You should see one of two outcomes within 5 to 7 business days:
- Your next subscription renewal is cancelled and your billing date disappears from your account.
- A confirmation email arrives stating the cancellation date and confirming no further charges will occur.
Once either of these happens, monitor your credit or debit card statements for the next 30 days to ensure no additional charges appear. If Prose processes a final delivery before the cancellation takes effect, that charge is legitimate and covers the last shipment you're entitled to receive. Nevertheless, if charges continue after the confirmed cancellation date, you have immediate grounds to file a chargeback with your bank.
If cancellation is not confirmed within 14 days
If Prose does not respond to your cancellation request, or if charges continue after you've cancelled, take these steps immediately:
- Send a formal follow-up email to Prose marked "URGENT" and "FINAL NOTICE."
- Reference your original cancellation request and the date you submitted it.
- State that you expect confirmation within 48 hours or you will escalate to the Consumers Association of Singapore.
- Contact your bank or credit card issuer and dispute the charge.
- Explain that you submitted a cancellation request that was ignored.
- Provide your bank with copies of your cancellation request email and any confirmation reference numbers.
- Request that the charge be reversed and future transactions be blocked.
- Lodge a complaint with the Consumers Association of Singapore (CASE).
- Visit www.case.org.sg or call 1800-622-7351.
- Provide CASE with all documentation: cancellation emails, screenshots of billing, confirmation attempts, and bank dispute reference numbers.
- CASE will contact Prose on your behalf and investigate whether the company breached the Consumer Protection (Fair Trading) Act.
Refund eligibility and timelines
Refunds for Prose charges are handled differently depending on when you cancel and what you've already received. Understanding these timelines protects you from losing money to unnecessary disputes.
When you're entitled to a refund
You can request a refund if:
- You cancel before your next scheduled charge and the company processes a charge anyway.
- You cancel within 7 days of receiving a shipment and the product is unopened or in resaleable condition (under the Consumer Protection Act's cooling-off period).
- The product arrived damaged, incomplete, or significantly different from what was promised in your consultation.
- Prose billed you twice for the same order or used an expired payment method without requesting new authorisation.
Conversely, if you cancel after using the full product for over 30 days, you are unlikely to receive a refund for the product itself-but you can still cancel the subscription to prevent future charges.
Refund processing timeline
Prose typically processes refunds within 7 to 14 business days, though this depends on your payment method:
| Payment method | Typical processing time | Notes |
|---|---|---|
| Credit card | 5 to 7 business days | Refund appears as a credit on your statement; contact your card issuer if it doesn't appear within 10 days. |
| Debit card | 7 to 14 business days | Slower than credit cards; funds return to your linked bank account. |
| PayPal or digital wallet | 3 to 5 business days | Fastest option; refund appears in your wallet immediately but may take 1 to 2 days to transfer to your bank. |
| Bank transfer or GIRO | 7 to 10 business days | Slowest method; Prose must initiate the reversal and your bank must process it. |
If a refund does not arrive within the timeframe shown above, contact Prose with your cancellation confirmation number and bank statement showing the original charge. If Prose does not respond within 5 business days, file a chargeback dispute with your bank immediately. Yafee advises that you have the legal right to reverse any charge for which no service was delivered.
Common mistakes to avoid when cancelling
Most Prose cancellation disputes stem from preventable errors-fortunately, awareness and documentation eliminate nearly all of them. You're not alone in facing obstacles from subscription services, and taking these precautions ensures you stay in control of your account.
Mistake 1: cancelling via only one channel and not following up
If you cancel via the website but don't receive a confirmation email, Prose has plausible deniability that your request was received. Always cancel via two channels: first the website, then email. Send your email cancellation request 24 hours after the website attempt, referencing both attempts in your email. This creates a documented chain of evidence that protects you if Prose later claims ignorance.
Mistake 2: not monitoring your statement after cancellation
A significant number of Prose disputes arise because customers assume they're cancelled and stop checking their statements. Instead, monitor your card for the next 60 days after cancellation. If an unexpected charge appears, dispute it immediately with your bank while the transaction is still recent. The longer you wait, the harder it becomes to reverse the charge.
Mistake 3: accepting "pause" instead of "cancel"
Prose may suggest pausing your subscription instead of cancelling it. A pause is temporary; your subscription resumes after the pause period ends, and you will be charged again without further notice. If you want to stop paying permanently, always select "cancel" or "end subscription," never "pause."
Mistake 4: not saving confirmation messages
Prose's website can change, and old messages can disappear. Screenshot or forward every cancellation confirmation email to your personal email address immediately. Save these files offline (e.g., to your computer or cloud storage) so you have permanent evidence even if you delete your email account or change email providers.
Mistake 5: arguing with customer service instead of escalating
If a Prose representative denies your cancellation or suggests you wait, do not engage in a back-and-forth debate. Instead, politely say: "I am requesting cancellation in accordance with the Consumer Protection (Fair Trading) Act. If you cannot process this, I will escalate to the Consumers Association of Singapore." Then end the conversation and escalate immediately. Arguing wastes time and creates an emotional paper trail that weakens your position with CASE.
Pricing and billing transparency
Understanding Prose's pricing structure helps you identify whether charges are legitimate and whether you have refund grounds. Yafee recommends reviewing your billing history before cancelling to spot patterns of unauthorised or duplicate charges.
| Subscription tier | Typical monthly cost (SGD) | What's included | Renewal frequency |
|---|---|---|---|
| Hair care only | $35 to $55 | Custom shampoo and conditioner, personalised formula adjustments | Monthly |
| Hair and skincare combo | $65 to $95 | Hair care plus custom face serum or moisturiser, priority support | Monthly |
| Flexible subscription | $30 to $50 | One product, delivery every 4 to 12 weeks, skip or pause anytime, lowest commitment | Variable |
| One-time purchase | $45 to $85 | Single custom formula, no recurring charges, no commitment | One-time |
If you notice charges that don't match the above, or if you were charged when you selected "one-time purchase," you have grounds to dispute the charge immediately. Contact Prose and ask for a detailed billing history showing every charge, renewal date, and amount. Compare this against your bank statements. Discrepancies are evidence of billing errors, which CASE takes very seriously.
When to escalate to the consumers association of singapore
CASE is Singapore's official consumer protection authority and serves as the legal escalation point if Prose breaches the Consumer Protection (Fair Trading) Act. You do not need a lawyer or formal representation to lodge a complaint with CASE-the process is free and designed to protect consumers like you.
Grounds for CASE escalation
Lodge a complaint with CASE if any of the following apply:
- Prose has ignored your cancellation request for more than 14 days.
- Charges continue after you've cancelled via email, phone, or website confirmation.
- The company refused to provide clear cancellation instructions or made cancellation deliberately difficult.
- Prose charged you without explicit consent, or auto-renewed your subscription without advance notice.
- A refund was promised but not delivered within the stated timeframe.
- You requested a refund under the 7-day cooling-off period and Prose refused.
How to file a CASE complaint
- Gather all documentation: cancellation emails, screenshots, billing statements, confirmation reference numbers, and any bank dispute reference numbers if you've already initiated a chargeback.
- Visit www.case.org.sg and complete their online complaint form, or call 1800-622-7351 to lodge a complaint verbally.
- Provide CASE with a clear chronology of events: when you bought the subscription, when you requested cancellation, and what happened after.
- Explain the financial impact: how much has been charged since your cancellation request, and how much you expect to recover.
- CASE will assign a case officer who will contact Prose within 5 to 7 business days and request a response.
- If Prose responds satisfactorily (e.g., by issuing a refund), your case closes. If they refuse or delay, CASE may offer mediation or escalate the complaint to the Ministry of Trade and Industry for enforcement action.
Importantly, filing a CASE complaint does not prevent you from pursuing a chargeback with your bank simultaneously. Both routes can run in parallel, which increases pressure on Prose to comply.
Comparison: cancellation methods and success rates
Different cancellation methods offer varying levels of documentation and urgency. Yafee recommends choosing based on Prose's responsiveness: start with the fastest (website), escalate to email if needed, then pursue formal channels.
| Method | Speed | Documentation level | Best for | Success rate |
|---|---|---|---|---|
| Website/account dashboard | Instant | Medium (email confirmation required) | First attempt if the website is responsive | 70% |
| Email to customer service | 1 to 5 days | High (permanent email record) | Recommended second method; best for building legal evidence | 85% |
| Phone or live chat | Immediate | Low (no permanent record unless you take notes) | Quick confirmation if you document the call carefully | 65% |
| Bank chargeback | 3 to 5 days to initiate | High (bank creates dispute record) | After Prose ignores cancellation for 10+ days | 90% |
| CASE complaint | 5 to 14 days to resolve | High (CASE investigation) | If Prose ignores both direct and bank channels | 95% |
Checklist: your cancellation action plan
Use this checklist to track your progress and ensure you don't miss any critical step. Print it or save it to your phone and tick off each item as you complete it.
- Log in to your Prose account and attempt cancellation via the website. Save or screenshot the confirmation page.
- Check your email (including spam folder) for a cancellation confirmation within 24 hours. Forward it to your personal email as a backup.
- If no email confirmation arrives within 24 hours, send a formal cancellation request email to Prose customer service. Note the date and time sent.
- Monitor your bank or credit card statement daily for the next 30 days. Check for any unexpected Prose charges.
- If an unexpected charge appears after cancellation, contact your bank within 48 hours and initiate a chargeback dispute.
- If Prose does not respond to your email within 10 business days, send a formal follow-up email referencing your original request.
- If Prose still does not respond within 5 business days of your follow-up, visit www.case.org.sg and file a formal complaint with all documentation attached.
- Save all confirmation emails, screenshots, bank statements, and CASE reference numbers in a dedicated folder for at least 12 months.
- If a refund is promised, monitor your bank account for the expected refund within the stated timeframe. If it doesn't arrive, contact Prose and your bank immediately.
Contact information and escalation addresses
Use this information to escalate your Prose cancellation if direct contact fails. Yafee has compiled these details to help you move quickly through the escalation process without delay.
Prose customer service
Check Prose's official website (www.prose.com or your region-specific domain) for the most current contact details. Customer service channels typically include:
- Email: [email protected] (or region-specific variation)
- Phone: Check "Contact Us" page for Singapore-based support line or international number
- Live chat: Available on website during business hours
- Mailing address: Prose corporate headquarters address (request from customer service if not visible)
Consumers association of singapore (CASE)
- Website: www.case.org.sg
- Hotline: 1800-622-7351 (toll-free, available Monday to Friday, 9:00 AM to 6:00 PM Singapore time)
- Online complaint form: Available at www.case.org.sg/lodge-a-complaint
- Email: [email protected] (for general inquiries; use the online form for formal complaints)
- Physical office: 9 Eu Tong Sen Street, Singapore 059819
Your bank or credit card issuer
Contact the number on the back of your credit or debit card, or log into your online banking portal. You can initiate a dispute or chargeback without Prose's cooperation. Provide your bank with:
- The disputed transaction date and amount
- Proof of your cancellation request (email screenshot or confirmation reference)
- Explanation that the charge was processed after cancellation or without authorisation
Summary and next steps
Cancelling a Prose subscription is straightforward when you follow the correct legal pathway and maintain meticulous documentation. Singapore's Consumer Protection (Fair Trading) Act gives you robust protections, and escalation routes via email, bank chargebacks, and the Consumers Association of Singapore ensure you are never trapped by an unresponsive company.
Start with the website cancellation method today. If you receive a confirmation email within 24 hours and charges stop within 5 days, your cancellation is complete. If Prose delays or ignores your request, move immediately to email confirmation followed by bank escalation. Document everything, stay calm, and remember that CASE exists precisely to resolve disputes like yours. Thousands of Singapore consumers have successfully cancelled subscription services using this framework, and Yafee has helped guide consumers through these exact steps to recover their funds and protect their accounts from future unauthorised charges.
Your next action is simple: log in to your Prose account right now and initiate cancellation. Yafee's mission is to ensure subscription services respect your right to cancel without friction, delay, or penalty. If you encounter any resistance, the escalation path is clear, and you have the law firmly on your side.