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Frequently asked questions
Cancel Hims: Your Step-by-Step Guide
How to cancel Hims in south africa and reclaim control of your subscription
What is Hims and why cancellation matters
Hims is a telehealth platform that delivers prescription and over-the-counter wellness products directly to your home. The service specialises in treatments for men's health, including hair loss solutions, sexual wellness products, and skincare items. You manage your account online, through their mobile app, or by contacting support-giving you flexibility to adjust your subscription from anywhere in South Africa.
Hims operates on an automatic subscription model. Once you select a treatment plan and complete an online consultation, the platform sends your products on a schedule you choose. Each billing cycle triggers a renewal charge unless you actively cancel before that date. Your circumstances change-treatment plans end, budgets shift, or results fall short of expectations. When that happens, you need clarity on how to stop charges and preserve your financial control. Yafee guides thousands of South African consumers through cancellation every month, and we'll walk you through the exact procedure so you avoid surprise debits.
How Hims subscriptions work in south africa
Your subscription begins with an online health assessment. You select your treatment, provide health information, and a licensed practitioner approves your plan. Hims then charges your payment method at regular intervals-typically monthly-and dispatches your products. The system continues automatically until you cancel. Timing is critical: if you cancel after your renewal date, you'll be charged for that cycle. Cancel before the renewal, and you stop the next charge.
Common reasons for cancellation
Treatment goals are achieved, medication preferences change, budget constraints emerge, or you've switched to local healthcare providers. None of these reasons triggers a penalty. South African consumer law protects your right to cancel without fees or justification. Yafee's role is to ensure you execute that cancellation cleanly, with proof, so you stay in control.
Your legal position under south african consumer law
South Africa's Consumer Protection Act (CPA) is the legal backbone of your cancellation rights, and understanding it gives you confidence to act.
What the consumer protection act guarantees
The CPA grants you a 14-day cooling-off period on distance transactions-purchases made online or by phone. This applies to Hims subscriptions. The 14 days begin from the date you receive your first shipment, not from the date of purchase. Within that window, you may cancel if the goods remain unused and in original condition. Furthermore, Hims must provide you with clear, accurate information about billing frequency, cancellation procedures, and any fees before you subscribe. If the company fails to disclose this information or charges you after cancellation, you have a statutory claim.
Beyond the cooling-off period, you retain the right to cancel your subscription at any time. However, Hims may charge you for the billing cycle in which you cancel if you submit your cancellation request after your renewal date has passed. This is why timing your cancellation request before your renewal date is essential.
Your legal position
- You may cancel within 14 days of receiving your first shipment under the CPA cooling-off period, provided goods are unused and in original condition.
- You may cancel at any time after the cooling-off period by notifying Hims in writing before your next renewal date.
- Hims must honour your cancellation request and cease charging without imposing cancellation fees.
- If Hims charges you after you've cancelled, you may dispute the charge with your bank and lodge a complaint with the National Consumer Commission (NCC).
Escalation through the national consumer commission
If Hims refuses to cancel your subscription, denies a refund, or continues charging after you've requested cancellation, you can lodge a formal complaint with the National Consumer Commission. The NCC investigates breaches of the CPA, including misleading practices, unfair contract terms, and failure to honour consumer rights. You can file a complaint online at www.ncc.org.za or contact the NCC directly by phone or email. Collect all evidence: cancellation emails, payment receipts, correspondence with Hims support, and proof of your renewal dates. This documentation is vital if you escalate to the NCC or dispute charges with your bank.
How to cancel Hims: your step-by-step procedure
Hims offers two primary cancellation channels, each with distinct advantages depending on whether you require real-time confirmation or written proof.
Method 1: cancel by email (recommended for written proof)
Email cancellation creates a permanent record of your request, which is crucial if a dispute arises. Yafee recommends this method because you retain evidence of your cancellation date and confirmation from Hims support.
- Send an email to [email protected] with the subject line: "Subscription Cancellation Request"
- In the email body, include:
- Your full name as it appears on your Hims account
- Your registered email address
- Your Hims account number (if you have it)
- A clear statement: "I request cancellation of my Hims subscription effective immediately"
- Your preferred refund method (if applicable)
- Send the email from the same email address registered to your Hims account
- Expect a response within 3 to 5 business days confirming your cancellation
- Save the confirmation email and any refund reference numbers in a secure folder
Method 2: cancel by phone (real-time confirmation)
Phone cancellation allows you to speak with a Hims representative, ask questions, and receive immediate verbal confirmation. However, you must follow up with written confirmation via email to create a record.
- Call Hims customer support on the phone number provided in your account or subscription email
- When connected, provide:
- Your full name
- Your email address associated with the account
- Your account number or order reference
- State clearly: "I want to cancel my Hims subscription"
- Ask the representative for:
- A cancellation confirmation number
- The effective cancellation date
- Details of any refunds or credits
- Send a follow-up email to [email protected] summarising the call-date, time, and what was discussed-to create a written record
- Keep the cancellation confirmation number and your follow-up email together
Method 3: cancel through your account dashboard
If Hims permits self-service cancellation through your online account, you may cancel directly. Log into your Hims account, navigate to subscription settings, and select the cancellation or pause option if available. Take a screenshot of the confirmation page immediately. Nevertheless, follow up with a confirmation email to [email protected] documenting the date and time you cancelled through the dashboard, as self-service cancellations can sometimes fail to process.
Critical timing: when to cancel to avoid charges
Your renewal date determines whether you'll be charged if you cancel today. Act strategically to prevent unwanted debits.
Before your renewal date
Submit your cancellation request at least 5 business days before your next billing date. This buffer ensures Hims processes your request and stops the automatic charge. Your renewal date appears in your account settings, in subscription emails, or in your payment card statements. Find it now before you submit your cancellation.
After your renewal date
If you cancel after your renewal has already charged, you've entered a new billing cycle. Hims may charge you for that cycle. However, you're entitled to request a refund within a reasonable timeframe under the CPA. Submit your cancellation request immediately and, in a separate email, request a refund citing the reason (late discovery of the charge, subscription no longer required, or similar). Provide proof of your cancellation date and the charge date.
Pausing versus cancelling
Some subscriptions offer a pause option-temporarily suspending shipments without cancelling. If you might resume your Hims subscription later, pause may suit you. Pausing halts charges but keeps your account and settings intact. Cancellation is permanent; you cannot resume without creating a new account. Choose based on whether you see yourself returning to Hims in the future.
Refunds, credits, and what to expect after cancellation
Understanding refund timelines and conditions protects you from confusion after you cancel.
Refund eligibility under the cooling-off period
If you cancel within 14 days of receiving your first shipment and the products remain unused and in their original packaging, you're entitled to a full refund under the CPA. Hims must refund your money within 14 days of receiving your cancellation request. In practice, refunds take 3 to 7 business days to appear in your bank account after Hims processes them, depending on your bank's processing speed.
Refunds after the cooling-off period
Beyond 14 days, refund eligibility depends on Hims' cancellation terms. Most telehealth platforms do not refund unopened shipments after the cooling-off period has expired. However, if you can prove you cancelled before your renewal date and were charged in error, you have grounds to dispute that charge with your bank. Yafee advises requesting a refund in writing anyway; many companies process refunds for customer retention even when not legally obligated.
What happens to your account after cancellation
Once Hims processes your cancellation, your subscription ends and automatic charges stop. Your account may remain accessible for a period, allowing you to view past orders and download health records. You cannot place new orders through an active subscription once cancelled. If you wish to resubscribe later, you'll create a new account and complete the health assessment again.
Pricing, billing frequency, and cancellation impact
Hims pricing varies by treatment type and delivery frequency. Understanding what you're being charged helps you verify cancellation and dispute errors.
| Treatment category | Typical frequency | Estimated cost (ZAR) | Cancellation impact |
|---|---|---|---|
| Hair loss treatments | Monthly | R 400-600 | Stops all future monthly charges |
| Sexual wellness products | Monthly or as-needed | R 500-800 | Stops recurring charges; one-time orders unaffected |
| Skincare routines | Monthly | R 350-550 | Stops subscription shipments and charges |
| General wellness | Monthly or quarterly | R 300-700 | Cancellation effective on next renewal |
| Combination plans | Monthly | R 700-1,200 | All components cease; verify refund eligibility |
Your specific cost depends on your selected treatments and any consultations. Review your account or latest email receipt to confirm your exact subscription price and renewal date before cancelling.
Common cancellation mistakes and how to avoid them
Cancellation is straightforward when you avoid these pitfalls. Thousands of consumers have cancelled cleanly by following Yafee's guidance and these simple precautions.
Mistake 1: assuming cancellation happened without confirmation
Many users think they've cancelled because they intended to, but never submitted the request. Always obtain written confirmation-an email response or screenshot of your cancellation. Without proof, you cannot dispute charges or escalate to the NCC if needed.
Mistake 2: missing the renewal date
Cancelling after your renewal charge has already posted means you've entered a new billing cycle. You'll likely be charged unless you can prove you submitted cancellation before the renewal. Check your renewal date in your account dashboard now, before you forget.
Mistake 3: cancelling through chat without written follow-up
Live chat conversations disappear after you close the window. Always follow up with an email confirming what you discussed and when. This creates a permanent record that protects you if a charge appears unexpectedly.
Mistake 4: deleting confirmation emails
Keep all cancellation confirmations, refund references, and correspondence. Archive them in a folder you can retrieve if you dispute a charge with your bank or lodge a complaint with the NCC. These records are your evidence.
Mistake 5: not verifying the cancellation date in the confirmation
When Hims confirms your cancellation, check that the effective date matches what you requested. If the company says your cancellation is "effective after your next delivery," you'll be charged one more time. Clarify immediately if this is not what you want.
After cancellation: next steps and dispute resolution
Once you've cancelled, monitor your account and payment method to ensure charges stop. Yafee helps consumers verify that their cancellations stuck.
Monitor your payment method for 30 days
Check your bank statement or credit card for the next 30 days to confirm no additional charges from Hims appear. If a charge does appear after your confirmed cancellation date, act immediately.
If a charge appears after cancellation
First, email Hims support with your cancellation confirmation number and the unwanted charge details. Request a reversal or refund. Give Hims 5 business days to respond. If the company doesn't refund the charge, contact your bank or card issuer and initiate a chargeback or dispute. Your cancellation confirmation email is your evidence that you requested cancellation before the charge posted.
Lodging a complaint with the national consumer commission
If Hims refuses to honour your cancellation, charges you repeatedly after you've requested cancellation, or fails to refund you within a reasonable timeframe, file a complaint with the NCC. Visit www.ncc.org.za, provide your case details, attach all evidence (emails, cancellation confirmations, payment statements), and the NCC will investigate. The process typically takes 4 to 8 weeks. In parallel, you may pursue a chargeback with your bank, which is often faster.
Cancellation checklist: your verification guide
Use this checklist to confirm you've cancelled correctly and protect yourself against future disputes.
| Checklist item | Status | Notes |
|---|---|---|
| Identified your next renewal date | [ ] Complete | Check your Hims account dashboard or latest invoice |
| Submitted cancellation request before renewal | [ ] Complete | Email or phone-record the date and time |
| Received written confirmation from Hims | [ ] Complete | Save this email; include cancellation effective date |
| Verified the effective cancellation date in confirmation | [ ] Complete | Ensure it matches your intention-not after next delivery |
| Saved all cancellation emails and references | [ ] Complete | Archive these for 12 months in case of disputes |
| Checked payment method 30 days post-cancellation | [ ] Complete | Confirm no new Hims charges appear |
When to keep your Hims subscription versus when to cancel
Not every situation calls for cancellation. Yafee helps consumers make the right choice for their circumstances.
| Scenario | Keep subscription? | Cancel subscription? |
|---|---|---|
| Treatment is working and you're satisfied with privacy and convenience | Keep | - |
| You've achieved your health goal (e.g., hair regrowth complete) | - | Cancel |
| Budget constraints or unexpected expenses have emerged | - | Cancel or pause temporarily |
| You've found a cheaper local alternative or switched to a general practitioner | - | Cancel |
| You want to test the service for a trial period | Stay active briefly, then decide | Cancel within 14 days if unsatisfied (eligible for refund) |
| You're uncertain but may resume later | Pause instead of cancel | - |
Contact information and final guidance
If you've read this guide and feel confident in your cancellation, proceed with the email or phone method above. If you encounter resistance from Hims or face a dispute, use these contacts.
Hims support contact details
- Email: [email protected] (primary cancellation channel)
- Phone: Check your Hims account dashboard or latest email for the customer service number applicable to your region
- Mailing address: Hims will provide this upon request; include it in your cancellation email for added formality
South african consumer authorities
- National Consumer Commission (NCC): www.ncc.org.za | Complaint telephone: 0860 101 418 | Email complaints via the website portal
- Your bank or card issuer: For chargeback disputes on unauthorised charges after cancellation
- South African Police Service (SAPS): Report fraud if you believe Hims has acted dishonestly or continued charging after cancellation without consent
Yafee's commitment to your cancellation success
Yafee has guided thousands of South African consumers through subscription cancellations, and our step-by-step framework removes confusion and risk. Whether you're cancelling Hims because your treatment is complete, your circumstances have changed, or you've simply decided the service no longer serves you, Yafee ensures you retain documentation, understand your legal rights, and avoid surprise charges. Your cancellation is your right-execute it with confidence using this guide. For further support or to verify your cancellation status, consult the checklist above and reference your confirmation emails. Yafee is here to help you stay in control.