Manage Prose

How to cancel prose and protect your rights as a UAE consumer

What prose is and why you might want to cancel

Prose is a personalized hair-care service that creates custom shampoos, conditioners, treatments and supplements based on your individual hair profile and needs. The company operates on a direct-to-consumer model, offering both one-time purchases and recurring subscription deliveries for automatic reorders.

You answer a detailed questionnaire about your hair type, scalp condition and goals, and Prose formulates products tailored specifically to you. The subscription option means your chosen products arrive automatically on a schedule you set, with charges applied each billing cycle unless you actively cancel.

If you have decided Prose is not working for your hair, your budget has changed or you simply want to try a different brand, Stopee is here to walk you through every cancellation method available to you in the UAE. Whether you subscribed through the Prose website, Apple's App Store or Google Play, we will show you exactly how to stop charges and take control of your account.

Core features of prose

Prose emphasizes a personalized approach: you receive custom formulas matched to your hair, a subscription option for convenient refills, a first-order satisfaction promise and customer support via email and website contact tools. The service positions itself as premium and individualized rather than offering one-size-fits-all products.

Why cancellation matters

Subscription services like Prose renew automatically unless you explicitly cancel. If you delay cancellation, you risk being charged for products you no longer want. Stopee recommends acting quickly once you have decided to stop your subscription, as orders placed before your cancellation request may still be processed and billed.

Your consumer rights under UAE law

As a consumer in the UAE, you are protected by Federal Law No. 24 of 2006 (UAE Consumer Protection Law) and Federal Decree-Law No. 43 of 2021, which regulate distance selling, subscription services and refund rights.

Distance selling and cancellation rights

When you purchase Prose online, you are entering into a distance contract. UAE law gives you the right to cancel within 14 days of receiving your order without penalty, provided the product remains unused and in its original condition. This period is your cooling-off period and applies whether or not the company advertises a satisfaction guarantee.

For subscription services, the law requires companies to make cancellation as easy as the original purchase. If you subscribed via a simple online form, you must be able to cancel just as easily. Prose must not hide the cancellation button or require you to call a phone line that does not exist.

Refund obligations and your rights

If you cancel within 14 days of delivery and return the product unused, Prose must refund your purchase price. Shipping costs and import duties are typically non-refundable under UAE law, but the product cost itself is refundable. If Prose refuses a refund you are entitled to claim your money back through the UAE's Consumer Protection Authority or through small claims court.

Stopee advises you to document all communications with Prose, keep screenshots of your subscription status and save any delivery receipts or customs declarations. These documents become your evidence if you need to escalate a dispute.

Escalation path if prose refuses to cancel or refund

If Prose does not process your cancellation within a reasonable timeframe, or if the company refuses to honor the 14-day cancellation right, you can file a complaint with the Federal Authority for Consumer Protection (FACP) in the UAE. The FACP investigates disputes at no cost to you and can compel companies to refund your money or cancel your subscription.

How to cancel prose through each platform

Your cancellation method depends on where you originally purchased your Prose subscription. Stopee will guide you through the steps for web, Apple App Store and Google Play subscriptions, with clear warnings about common mistakes.

Cancel prose if you subscribed on the prose website

Direct web purchases are the easiest to manage because you control your account directly through Prose's website.

1. Visit the Prose website and log in to your account using your email and password.
   • If you have forgotten your password, click "Forgot password?" and follow the reset link sent to your email.
2. Navigate to your account dashboard and look for a "My Subscription" or "Subscriptions" page.
   • This is usually found in account settings or a menu labeled "Profile," "Account" or "Orders."
3. Scroll to the bottom of the subscription section and locate the "Cancel Subscription" button.
   • Do not confuse this with "Pause" or "Skip Delivery." You must click "Cancel" to stop all future charges.
4. Click "Cancel Subscription" and follow the on-screen prompts.
   • Prose may ask why you are canceling or offer a discount to keep you. You are under no obligation to accept any offer.
5. Confirm your cancellation and wait for a confirmation message on screen.
   • Pro tip: Take a screenshot of the confirmation page immediately. This is your proof that cancellation was processed.
6. Check your email for a cancellation confirmation from Prose (hello@prose.com).
   • Save this email indefinitely. If Prose charges you again after this confirmation, you have proof of cancellation.

Warning: If you cannot find a "Cancel Subscription" button on the website, contact Prose customer service at hello@prose.com immediately and request cancellation in writing. Under UAE consumer protection law, if the company makes it deliberately difficult to cancel, this is considered unfair practice.

Cancel prose if you subscribed through apple (App Store/iTunes)

If you purchased Prose through your iPhone, iPad or Mac via the Apple App Store, Apple handles your subscription billing and cancellation. You must cancel through Apple's own settings, not through the Prose app.

1. On your iPhone or iPad, open the Settings app.
   • Do not open the Prose app itself. Apple manages subscriptions in the system settings.
2. Tap your name or Apple ID profile at the top of the Settings menu.
   • This is usually your name or a generic "Apple ID" label.
3. Select "Subscriptions" from the list of options.
   • If you have multiple subscriptions, you will see them all listed here.
4. Find "Prose" in your active subscriptions list and tap on it.
   • If Prose does not appear, your subscription may have already ended or been purchased elsewhere.
5. Tap "Cancel Subscription" at the bottom of the Prose subscription details page.
   • Apple will ask you to confirm. Read the message carefully and confirm you want to cancel.
6. After you confirm, Apple will show you the cancellation date (usually your next billing date).
   • Pro tip: Take a screenshot showing the cancellation confirmation and date. Save this image to your camera roll or cloud storage.
7. Return to the Subscriptions page and verify that Prose no longer appears in your active list, or shows a "Cancelled" status.
   • This confirmation step prevents the common mistake of thinking you cancelled when Apple only paused billing.

Warning: Deleting the Prose app from your phone does not cancel your subscription. You must follow the steps above through Apple Settings, or your subscription will continue to renew and charge your payment method on file.

Cancel prose if you subscribed through google play

If you purchased Prose through an Android device via Google Play, Google manages your billing. You cancel directly in the Google Play app, not within Prose itself.

1. Open the Google Play Store app on your Android phone or tablet.
   • This is the app with the white play button icon, usually on your home screen or in the app drawer.
2. Tap the profile icon in the top right corner of the Google Play Store.
   • This usually shows your name, a letter or your profile photo.
3. Select "Subscriptions" from the dropdown menu.
   • You will see all your active Google Play subscriptions listed here.
4. Tap "Prose" from the list of active subscriptions.
   • If Prose does not appear, your subscription may have expired or was purchased on a different account.
5. Tap "Cancel subscription" at the bottom of the Prose subscription details screen.
   • Google will ask you to confirm and may offer you a discount. You do not need to accept any offer to proceed with cancellation.
6. Confirm your cancellation choice and note the date when Google tells you your subscription will end.
   • This is usually the end of your current billing cycle, not immediately.
7. Take a screenshot of the cancellation confirmation showing the end date.
   • Pro tip: Google will also send you a confirmation email. Locate this email in your inbox and keep it for your records.

Warning: Uninstalling the Google Play app or clearing the app cache will not cancel your subscription. You must use the subscription management steps above, or billing will continue.

Cancel via email if you cannot find the online button

If the cancellation button is missing, broken or impossible to find, you have the legal right to cancel by email. Stopee recommends this as your backup method.

1. Send an email to hello@prose.com with the subject line "Subscription Cancellation Request."
   • Use clear, professional language.
2. Include in your email:
   • Your full name as it appears on your Prose account.
   • Your email address associated with the Prose account.
   • Your account number or order reference (if you have it).
   • The date you want the cancellation to take effect (immediately, or by end of billing cycle).
   • A clear statement: "I request immediate cancellation of my Prose subscription."
3. Send the email and keep a copy for your records.
   • Do not delete this email from your "Sent" folder.
4. Wait for a reply from Prose within 3 to 5 business days.
   • Under UAE law, companies must respond to cancellation requests promptly.
5. If you do not receive a confirmation email, send a follow-up email or contact Prose through the website contact form as well.
   • Pro tip: Send your cancellation request on a weekday morning (Sunday to Thursday in UAE time) to ensure faster processing.

What happens to your account and data after cancellation

Cancellation stops future recurring charges and automatic shipments, but your Prose account does not automatically disappear.

Your subscription and delivery status

Once your cancellation is processed, Prose stops all future automatic renewal charges and shipments. Any order that was already placed before you submitted your cancellation request may still be processed and shipped, and you may still be charged for it. This is why Stopee recommends canceling as soon as you decide you no longer want the service.

Check your order history on the Prose website (if still accessible) or in your payment method's transaction history to confirm whether a final order shipped after your cancellation date. If you were charged for a shipment you did not request after you cancelled, you have grounds to request a refund.

Your account, profile and data

Your Prose account profile typically remains active after cancellation. Your questionnaire responses, hair profile data and order history stay on Prose's servers unless you request deletion.

If you want your personal data removed entirely, contact Prose at hello@prose.com and explicitly request account deletion. Include a statement like: "Please delete my Prose account and all associated personal data, including my questionnaire responses and order history, in accordance with UAE privacy and data protection regulations."

Keep the deletion request email. Prose must acknowledge receipt and confirm deletion within a reasonable timeframe (typically 30 days). This protects your privacy if you no longer want the company to hold your hair and health information.

Refund policy and how to claim your money back

Prose advertises a 30-day money-back guarantee (The Prose Promise) on first orders, but your refund rights under UAE law are even broader than that.

Your 14-day cooling-off right under UAE law

You have 14 days from the date you receive a Prose order to request a refund if the product is unopened and unused. This right exists regardless of whether Prose advertises a guarantee. To claim this refund, contact hello@prose.com and state clearly that you are exercising your 14-day cooling-off right under UAE Consumer Protection Law.

Prose must refund your product cost within 14 days of receiving your return. Shipping and customs duties are non-refundable under most circumstances, but the product itself must be refunded.

The prose promise (30-day guarantee)

Prose's own 30-day guarantee extends beyond the legal minimum. If you have tried the product and it did not work for your hair, you can request a refund or a formula adjustment within 30 days of delivery. To claim this, email hello@prose.com with photos of the product and a description of why it did not meet your needs.

Prose may offer to reformulate your product for free first. If you decline reformulation and request a refund, Prose should provide a prepaid return shipping label. Once Prose receives your return, they will issue your refund.

Non-refundable items and costs

Prose states that original shipping costs and customs/import duties are non-refundable. Free or complimentary items (promotional gifts included in an order) are also generally ineligible for refund if you return the order.

However, if Prose charged you for customs duties that were later waived or if the product arrived damaged due to Prose's negligence, you may have grounds to claim these costs back. Stopee advises documenting all charges and contacting Prose to escalate these specific situations.

How to request a refund step by step

1. Email hello@prose.com with the subject "Refund Request" and include:
   • Your order number.
   • The date you received the product.
   • A clear reason: "The product did not work for my hair" or "I am exercising my 14-day cooling-off right."
   • Photos of the unopened or lightly used product if relevant.
2. Prose will respond with instructions.
   • They may ask questions about your hair type or offer a reformulation first.
   • You are not obligated to accept a reformulation if you want a refund instead.
3. If Prose approves the refund, they will provide a prepaid return shipping label.
   • Use this label to return the product. Keep proof of shipment (tracking number).
4. Once Prose receives the return, they will process your refund to your original payment method.
   • Pro tip: Refunds can take 5 to 10 business days to appear in your bank account after Prose processes them. Do not contact your bank to dispute the charge until at least 10 days have passed.
5. If Prose does not refund you within 30 days of receiving the return, escalate to the Federal Authority for Consumer Protection.
   • You can file a complaint online at the FACP website at no cost.

Prose pricing and subscription cost in the UAE

Prose does not publish official subscription pricing in AED for the UAE market. Most Prose products are available through third-party resellers and importers on marketplaces rather than directly from Prose, which affects your price and refund protections.

Estimated supplement prices

Warning: Prices shown are from third-party resellers and do not include import duties, customs charges or additional shipping fees. Your final cost in AED may be significantly higher. Always check the seller's stated price, shipping cost and customs estimate before committing to purchase.

Important note on purchasing through resellers

If you buy Prose through a marketplace like Ubuy or other local importers rather than directly from Prose.com, your refund and cancellation rights are governed by the reseller, not by Prose. This means you may not be able to cancel a subscription directly with Prose; you must contact the reseller instead. Stopee recommends checking the reseller's cancellation and refund policy before you purchase, as these policies vary widely.

Common cancellation mistakes and how to avoid them

Cancelling a subscription should be straightforward, but Prose (and many beauty services) have designed their systems in ways that can trap you. Here are the mistakes we see most often, and how to sidestep them.

Mistake 1: pausing your subscription instead of cancelling it

Many subscribers think that hitting "Pause Delivery" or "Skip Next Shipment" is the same as cancellation. It is not. Pause only delays your next shipment; your subscription remains active and will resume billing after the pause period ends. You must explicitly click "Cancel Subscription," not "Pause."

Pro tip: After cancellation, return to your subscription page one week later and verify that the subscription no longer appears in your active list. If it still shows, contact Prose immediately to investigate.

Mistake 2: not taking a screenshot of your cancellation confirmation

If Prose charges you after you believe you cancelled, a screenshot of the cancellation confirmation is your only proof. Without it, you must rely on Prose's records, which the company may not have organized properly. Take a screenshot the moment you see the cancellation message on screen, and save it to your phone's cloud storage (Google Photos, iCloud) or email it to yourself.

Mistake 3: cancelling through the app instead of your account

Deleting the Prose app or logging out does not cancel your subscription. You must log back in, go to your account settings and cancel through the "My Subscription" page. Only this action communicates cancellation to Prose's billing system.

Mistake 4: forgetting about an active order

If you cancel but an order was already placed before your cancellation request, you will still be charged and shipped that order. Check your order history immediately after you request cancellation and see if any orders are pending. If you see a pending order dated after your cancellation request, contact Prose and ask them to cancel that specific order.

Mistake 5: not keeping your cancellation confirmation email

Save the confirmation email from Prose in a dedicated folder labeled "Cancellations" or "Prose" on your email account. Never delete it. If Prose continues to charge you after cancellation, this email is your evidence that you did everything correctly, and it strengthens your case if you need to escalate to the Federal Authority for Consumer Protection or dispute a charge with your bank.

Checklist for cancelling prose

Use this checklist to ensure you complete every step of cancellation correctly and have all the proof you need.

Compare cancelling prose with similar beauty services

If you are considering alternatives to Prose or want to understand how Prose's cancellation process compares to other personalized hair-care subscriptions, this table shows the key differences.

Stopee analysis: Prose's cancellation process is reasonably straightforward if you use the web account method, but becomes complicated if you subscribed through an app store. Always use the method that matches how you originally subscribed.

What to do if prose refuses to cancel or keeps charging you

If you submitted a cancellation request but Prose continues to charge you, or if the company claims your cancellation request was "lost," you have legal remedies under UAE consumer protection law.

Step 1: document everything

Collect all evidence of your cancellation attempt and subsequent charges. This includes your cancellation confirmation screenshot, any confirmation emails from Prose, bank statements showing charges after the cancellation date and email correspondence with customer service. Store these documents together in a folder (digital or physical).

Step 2: send a formal written demand

Send a registered email or formal letter to hello@prose.com stating the following: "I formally request an immediate stop to all charges to my account. I previously requested cancellation on [date]. Please cease all billing and refund any charges applied after [cancellation date]. Failure to comply within 7 days will result in an escalation to the Federal Authority for Consumer Protection."

Keep a copy of this letter for your records. This creates a paper trail showing that Prose had clear notice and time to fix the problem.

Step 3: file a complaint with the federal authority for consumer protection

If Prose does not respond within 7 days or refuses to stop charges, file a complaint with the Federal Authority for Consumer Protection (FACP). You can submit your complaint online at www.facp.ae or visit their office in person. You will need to provide:

• Your cancellation confirmation screenshot and email.
• Your bank statements showing unauthorized charges.
• Copies of all emails to and from Prose customer service.
• Your formal demand letter (Step 2 above).

The FACP will investigate Prose and compel the company to refund you if they find a violation. This process is free to you and typically takes 30 to 60 days.

Step 4: dispute the charge with your bank or payment provider

If you paid by credit card or debit card, contact your bank and report the charge as unauthorized (since Prose charged you after cancellation). Most banks will reverse the charge and open an investigation. Keep all your documentation available to share with your bank if requested.

Pro tip: Do not dispute the charge until you have given Prose 5 to 7 business days to respond to your cancellation request. This gives the company a fair chance and strengthens your position if you need to escalate later. However, Stopee recommends initiating both paths (formal demand + bank dispute) if Prose ignores you.

Why you should cancel subscriptions you no longer use

Every month your Prose subscription remains active, you are paying money for a service you have decided not to use. Cancelling immediately protects your budget and prevents the "subscription creep" that catches so many consumers off guard when they check their bank statements six months later.

Cancelling also removes the mental load of remembering you have an active subscription. Once it is gone, you can redirect that money toward a different hair-care product, service or investment that actually matters to you.

Beyond your own finances, prompt cancellation sends a market signal to Prose that the product or service did not meet your needs. This feedback, multiplied across many customers, encourages companies to improve their formulas, pricing or customer experience.

Final checklist and next steps

You are now ready to cancel Prose with confidence. Before you take action, verify one more time that you have the correct email address (hello@prose.com) and that you know which platform you subscribed through (Prose website, Apple App Store or Google Play). This prevents you from attempting to cancel in the wrong place and wasting time.

Follow the step-by-step instructions that match your subscription platform, take your screenshot, save your confirmation email and verify one week later that the charge stops. If problems arise, use the escalation path provided above.

Stopee has helped thousands of consumers cancel unwanted subscriptions and recover refunds they thought were lost. Your right to cancel easily is protected by UAE law, and we stand behind that principle. If you need additional guidance on your specific situation, return to Stopee for a free review of your cancellation evidence and next steps.