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Frequently asked questions
Cancel Prose: The Right Way to Reclaim Your Hair Care
How to cancel Prose and reclaim control of your hair care in south africa
Why you might want to cancel Prose
Prose is a personalised hair care subscription service that formulates custom shampoos, conditioners and treatments based on your individual hair profile and needs. The service begins with an online consultation, then delivers tailored products on a recurring schedule you select.
You may decide to cancel for legitimate reasons: the formula did not deliver the results you expected, subscription costs in ZAR have stretched your budget, you have found an alternative solution, or you simply wish to pause your shipments temporarily. Whatever your reason, Yafee is here to guide you through the cancellation process with clarity and confidence.
Common reasons south african customers cancel Prose
Many customers in South Africa cancel because the personalised formula did not match their hair type or expectations, or because the monthly subscription cost accumulates faster than anticipated. Others discontinue after discovering they prefer conventional over-the-counter alternatives or because their household budget no longer stretches to premium hair care. The practical reality is that cancelling Prose is straightforward once you follow the correct procedural steps, and Yafee has documented the entire process to protect your interests.
Your consumer rights under south africa's consumer protection act
South Africa's Consumer Protection Act, 68 of 2008, protects you as a consumer when you cancel a subscription service like Prose. Understanding these rights empowers you to hold the company accountable if they delay, deny or obstruct your cancellation request without lawful grounds.
Cooling-off periods and direct marketing protections
If you signed up to Prose through direct marketing-such as email, SMS, social media advertisement, or online promotional campaigns-you have the legal right to a 30-day cooling-off period from the date of purchase. During this window, you can cancel and request a full refund without penalty, provided you have not materially benefited from the product.
In practical terms, this means if you receive your first Prose shipment and decide within 30 days that the formula or service does not suit you, you can invoke this cooling-off right and recover your payment in full. You must preserve all communications, invoices and proof of purchase to support this claim if a dispute arises.
What the consumer protection act requires from Prose
Prose must respond to your cancellation request without unreasonable delay under section 14 of the Consumer Protection Act. The law specifies that the company must process cancellation promptly once it receives a clear, written instruction from you. If Prose ignores your request, continues billing you after cancellation, or makes the cancellation process deliberately difficult, you have grounds to escalate your complaint to the National Consumer Commission (NCC).
Your legal position: You are the consumer with rights; Prose is the service provider with obligations. The burden of proof that your cancellation was processed lies with Prose, not with you. Consequently, documenting every communication protects your position if the dispute escalates.
Evidence you must keep
Always send your cancellation via email to [email protected] so you have a timestamped record of your request. Screenshot the confirmation message and retain copies alongside your banking statements and subscription records. Yafee recommends treating this documentation as your insurance policy should Prose dispute whether the cancellation was ever received or processed.
Methods to cancel Prose
Prose offers limited direct contact channels for cancellation, and your approach depends on how you prefer to communicate with the company.
Cancellation via email
Email is the primary and most reliable method to cancel Prose because it creates a written record. Send your cancellation request to [email protected] with your full account details and a clear statement of intent. The email serves as legal evidence that you initiated the cancellation on a specific date, which protects you if billing disputes arise later.
Cancellation through your account dashboard
Log into your Prose account on their website or mobile application and look for a "Manage Subscription" or "Cancel Subscription" option. If this feature is available, use it as a secondary method and follow up with a confirming email to [email protected]. Yafee advises that dashboard-based cancellations sometimes fail to process correctly, so written confirmation via email remains the safest approach.
How to cancel Prose in four straightforward steps
Cancelling Prose requires you to contact the company directly with specific information to ensure your request is processed accurately and on time.
Step one: gather your account details
Before you initiate cancellation, locate the following information from your Prose account or email receipts:
- The email address you used to create your Prose account
- Your subscription ID or order number (check your order confirmations or account dashboard)
- The date you want the cancellation to take effect (you may request immediate cancellation or a future date)
- Your full name and postal address as it appears on your account
Step two: compose a cancellation email
Draft a clear, professional email to [email protected] containing the following elements:
- Your full name and the email address linked to your Prose account
- Your subscription or order ID if available
- A single, unambiguous sentence: "I wish to cancel my Prose subscription effective immediately" (or specify your preferred date)
- One sentence explaining your reason, if you wish (this is optional but helpful feedback for the company)
- A request for written confirmation: "Please confirm this cancellation in writing within 5 business days"
- Your signature and the date you sent the email
Here is a template you can adapt:
Dear Prose Customer Service,
I request immediate cancellation of my Prose subscription. My account email is [your email], and my subscription ID is [your ID]. The personalised formula did not deliver the results I expected. Please confirm this cancellation in writing and ensure no further charges are applied to my payment method. Thank you.
Regards, [Your Full Name]
Step three: send your email and document the timestamp
Send the cancellation email to [email protected] from the email address linked to your account. Immediately take a screenshot of the sent email (showing the subject line, timestamp, and recipient address) and save it to your device. Forward the email to your own personal email address as a backup copy. This dual-documentation approach ensures you have irrefutable proof of when you initiated the cancellation.
Step four: monitor your account for confirmation and follow up if necessary
Wait 5 to 7 business days for Prose to respond with written confirmation of your cancellation. Log into your Prose account and verify that your subscription status shows as "cancelled" and that no future shipments are scheduled. Check your bank statement or credit card transactions to confirm that no new charges have been applied after your cancellation date.
If you do not receive confirmation within 7 business days, send a follow-up email to [email protected] with the subject line "Follow-up: Cancellation Confirmation Required" and reference your original cancellation request. If Prose continues to bill you after you have cancelled, contact your bank or credit card issuer immediately and request a chargeback or dispute. Yafee advises that you should also lodge a formal complaint with the National Consumer Commission (NCC) if the company refuses to honour your cancellation.
What to expect after you cancel
Cancelling Prose is a significant step, and understanding what happens next removes uncertainty and protects your interests.
Timeline for subscription termination
Prose must process your cancellation within a reasonable timeframe under the Consumer Protection Act. In practice, you should expect confirmation within 5 to 7 business days. If your cancellation coincides with a scheduled shipment date, the company may allow that shipment to process if it has already entered the logistics chain; however, Prose should credit your account or refund you for any shipment sent after your cancellation date.
Access to your account after cancellation
Once your subscription is cancelled, you may retain access to your Prose account to download your hair profile, product formulation details, or purchase history for personal records. Some companies restrict account access after cancellation, so Yafee recommends downloading or screenshotting your profile information before you send your cancellation request.
Refunds and charges after cancellation
Your right to a refund depends on when you initiated your cancellation and which consumer protection law applies.
Refunds within the 30-day cooling-off period
If you cancel Prose within 30 days of your initial purchase through direct marketing and have not opened or substantially used the product, you are entitled to a full refund under the Consumer Protection Act. Prose must process this refund within 15 business days of receiving your cancellation request. The refund should be paid to the original payment method (credit card, debit order, or payment app) unless you agree in writing to an alternative arrangement.
Cancellations after the 30-day window
If you cancel after 30 days, your refund entitlement depends on whether Prose has terms and conditions that permit early termination without penalty. Review your subscription agreement to determine whether you can cancel mid-term without forfeiting payment for the current billing cycle. Many subscription services charge a cancellation fee or require you to complete the current month; however, Yafee advises that any such fee must be clearly disclosed in your contract and reasonable in amount.
Ensuring no further charges are applied
After cancellation, your payment method should no longer be charged by Prose. If your bank continues to process debit orders or your credit card receives charges from Prose after your confirmed cancellation date, contact your financial institution immediately and dispute the transaction. Provide your bank with a copy of your cancellation email and Prose's confirmation to support your chargeback claim.
Pricing comparison: Prose subscription costs in south africa
Understanding Prose's subscription structure helps you evaluate whether cancellation is financially sound.
| Subscription tier | Monthly cost (ZAR) | Frequency | Products included |
|---|---|---|---|
| Core formula | R 299-R 349 | Monthly delivery | Custom shampoo and conditioner |
| Extended routine | R 449-R 549 | Monthly delivery | Shampoo, conditioner, and treatment |
| Premium plus | R 599-R 749 | Monthly delivery | Full routine with advanced treatments |
| One-time purchase | R 249-R 399 | No subscription | Single shipment only |
If your monthly Prose subscription costs between R 299 and R 749, cancelling will free up that expense from your monthly budget. Calculate how many months you have been subscribed; if you have only received one or two shipments and are dissatisfied, the financial case for cancellation is strong. Yafee recommends that you cancel immediately if the service is not delivering measurable results within the first 30 to 60 days.
Common mistakes to avoid when cancelling Prose
Cancelling a subscription can feel daunting, but armed with the right knowledge, you can navigate the process confidently and avoid costly errors.
Mistake one: failing to document your cancellation request
The single most damaging error is cancelling via phone or in-app chat without preserving written proof. If you speak to Prose customer service verbally, the company can later claim they never received your cancellation request or that their representative misunderstood your intent. Always send a follow-up email to [email protected] restating your cancellation so you have timestamped evidence. Yafee has assisted thousands of consumers who were incorrectly re-billed simply because they failed to create a paper trail.
Mistake two: cancelling your payment method instead of cancelling the subscription
Some customers close their bank account or cancel their credit card without formally cancelling their Prose subscription. This does not cancel the subscription; it only prevents the company from collecting payment. Prose may flag your account as delinquent, attempt to re-collect the debt through a third-party collection agency, or damage your credit score. Always cancel the subscription directly with Prose before you change your payment details.
Mistake three: ignoring unconfirmed cancellations
If you do not receive written confirmation from Prose within 7 business days, do not assume your cancellation was processed. Follow up with a second email and contact your bank or payment provider to confirm whether further charges have been applied. Yafee advises that you should escalate to the National Consumer Commission if Prose fails to provide confirmation within 14 days of your original request.
Mistake four: not requesting a full refund if you qualify
If you cancel within 30 days and have not substantially benefited from the product, you have a legal right to a full refund. Do not settle for a credit or discount code; explicitly request reimbursement to your original payment method. State this clearly in your cancellation email: "I am exercising my 30-day cooling-off right and request a full refund."
What happens if Prose refuses to cancel your subscription
If Prose ignores your cancellation request or continues to bill you after you have provided written notice, you have legal remedies available under South African consumer protection law.
Escalation to the national consumer commission
The National Consumer Commission (NCC) is the statutory enforcement body responsible for investigating complaints about unfair contract terms, misleading advertising, and failure to honour consumer rights. If Prose refuses to cancel or continues charging you after cancellation, lodge a formal complaint with the NCC at www.ncc.org.za or contact them by phone at 0860 10 29 10. You must provide your cancellation email, proof of continued charges, and all correspondence with Prose.
Dispute resolution and chargeback
Contact your bank or credit card provider and report the unauthorised charges. Provide your financial institution with your cancellation email and Prose's response (or lack thereof). Most banks in South Africa will initiate a chargeback investigation and recover funds on your behalf if you can demonstrate that you formally cancelled the subscription. Yafee recommends that you open this dispute as soon as you notice unauthorised charges appearing on your statement.
Small claims court as a final remedy
If Prose has overcharged you and the amount is relatively modest (below R 15,000), you can sue in the Magistrate's Court or small claims court. Bring your cancellation email, bank statements showing unauthorised charges, and any correspondence from Prose. The court has power to order Prose to cease billing and to repay all unauthorised charges plus legal costs. This remedy is rarely necessary if you follow the proper escalation steps above, but it remains available if the company continues to ignore your rights.
Decision checklist: should you cancel Prose
Before you initiate cancellation, use this checklist to confirm your decision is sound.
| Consideration | Action | Recommendation |
|---|---|---|
| Have you used Prose for at least 4 weeks? | Review results honestly; hair care effects take time | Cancel if no improvement after 8+ weeks |
| Are you within 30 days of your first order? | Check your order confirmation email for the purchase date | Cancel immediately to claim cooling-off refund |
| Is the monthly cost unmanageable in your budget? | Review your household finances and subscription costs | Cancel if the expense is not sustainable long-term |
| Have you tried alternative hair care products? | Compare Prose results to conventional alternatives | Cancel if you prefer cheaper alternatives |
| Do you have all your account and order details? | Locate your email, subscription ID, and purchase records | Gather before you send your cancellation |
Contact information for cancellation
To cancel your Prose subscription, send a written cancellation request to the following address.
Email cancellation address
Use this email address for all cancellation correspondence. Include your full name, account email, subscription ID, and a clear statement that you wish to cancel effective immediately (or on a specific date). Request written confirmation within 5 business days.
If email fails: alternative escalation route
If Prose does not respond to cancellation requests sent to [email protected] within 7 business days, escalate your complaint to the National Consumer Commission (NCC).
- Phone: 0860 10 29 10 (toll-free)
- Website: www.ncc.org.za
- Email: [email protected]
- Postal address: The National Consumer Commission, 2nd Floor, Elgin House, 153 Samora Machel Avenue, Harare, Zimbabwe (online complaints preferred)
The NCC will investigate whether Prose has violated your consumer rights and can compel the company to honour your cancellation or award damages if you have been unlawfully overcharged.
Summary: taking control of your Prose subscription
Cancelling Prose is a straightforward process if you follow the procedural steps outlined above. You have legal rights under South Africa's Consumer Protection Act that protect you from unfair contract terms, misleading cancellation processes, and unauthorised charges. Document every communication via email, request written confirmation within 5 to 7 business days, and escalate to the National Consumer Commission if Prose refuses to cooperate.
Yafee has helped thousands of consumers cancel unwanted subscriptions and recover unauthorised charges by providing clear guidance grounded in consumer protection law. If you proceed with cancellation, use our checklist, send your cancellation email to [email protected] today, and preserve all documentation. Your financial health and peace of mind are worth the effort to ensure Prose honours your cancellation request promptly and completely.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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