Manage Ekm

How to cancel your EKM account and protect your data in the UAE

What EKM is and why you might want to cancel

EKM is a subscription-based e-commerce platform that helps small and medium-sized retailers build and manage online stores without managing their own server infrastructure. The service handles site design, product cataloguing, order management, and payment processing all in one dashboard. If you've signed up for a trial or paid plan and now want to exit, you're not alone-many merchants find the platform no longer fits their business needs, and Stopee understands that cancellation can feel complicated. This guide walks you through every step to cancel safely and recover what's yours.

Who typically uses EKM

EKM appeals to online retailers who want a managed solution without the technical overhead. You get dedicated customer support, built-in payment gateways, and pre-designed store templates. However, if you've outgrown the feature set, moved to a different platform, or need to cut costs, cancellation is straightforward once you know the process.

Why you might want to cancel EKM

Common reasons include high monthly fees relative to sales volume, limited customization compared to competitors, moving to Shopify or WooCommerce for better scalability, or simply discovering a platform that better matches your business model. Stopee has helped thousands of consumers cancel subscriptions and reclaim unused fees, and your situation is valid regardless of the reason.

EKM pricing and what you're paying

Understanding your current plan is essential before you cancel, especially to calculate any refund you're due.

Current pricing tiers

EKM publishes pricing in British pounds (GBP) and does not display UAE dirham (AED) equivalents on its public website. This means you'll see pricing like Standard, Advanced, and Pro monthly plans listed in GBP, and you'll need to convert at your bank's prevailing exchange rate or request UAE-specific quotes from EKM support. Annual plans and design or build services are separate charges and are not included in refund guarantees.

How to find your current plan and charges

Log into your EKM Dashboard and navigate to your Account Settings or Billing section. You'll see your active plan, renewal date, and payment method. Write down or screenshot your plan name, renewal date, and any extra services you're paying for. This information is crucial when you contact support to confirm cancellation and calculate pro-rata refunds.

Before you cancel: essential preparation

Rushing to cancel without preparing your data is a common mistake that costs merchants access to years of customer records and product information. Take time now to export and back up everything you need.

Export your products and images

Once your account closes, you lose access to the EKM Dashboard and all stored data. EKM provides an Import/Export tool in your dashboard settings.

1. Log into your EKM account and navigate to Settings or Tools.
   • Look for "Import/Export" or "Data Export" options in the main menu.
   • Select the products and categories you want to download.
2. Download the export file (usually CSV or XML format) to your computer.
   • Save it with today's date in the filename so you can find it later.
   • Keep a backup copy in cloud storage (Google Drive, OneDrive, etc.).
3. Request image exports separately if needed.
   • Images may not be included in standard product exports.
   • Contact EKM support and ask them to bundle your product images for download.
   • Save this image archive alongside your product data.

Gather your account details

When you call EKM support to cancel, the team will ask for verification information. Have the following ready to speed up the process:

• Your EKM account username and the associated email address.
• Your EKM online shop PIN (found in your Account Settings).
• Recent payment confirmation emails or invoice numbers.
• Your current plan name and renewal date.

Review your contract and refund terms

EKM's Terms and Conditions include a pro-rata refund clause for unused prepaid days and a conditional six-month money-back guarantee for certain monthly plans. Read your service agreement or ask Stopee to clarify the terms before you call support-knowing your rights prevents disputes later.

How to cancel your EKM account by platform

Cancellation method depends on whether you're on a free trial or paid plan, and which device or app you use. EKM offers different exit paths for each scenario.

Cancel an EKM free trial via the web dashboard

If you're still in the trial period and haven't made a payment, cancelling is the simplest option and requires no phone call.

1. Sign into your EKM Dashboard using your email and password.
   • If you've forgotten your password, use the "Forgot Password" link on the login page.
2. Locate the "End Trial" or "Cancel Trial" button in your account settings.
   • This is usually under Account Settings, Subscriptions, or Billing.
3. Click the button and select a reason for cancellation from the dropdown menu.
   • EKM asks for feedback; choose the reason that best fits your situation.
4. Confirm the cancellation when prompted.
   • You'll receive a confirmation message and the account will auto-sign you out.
5. Check your email for a cancellation confirmation from EKM.
   • Keep this email as proof of cancellation.

Pro tip: Trial cancellation is immediate. If you want to reinstate the trial later, contact EKM support with the email address used to open the account, but reinstatement is not guaranteed.

Cancel a paid EKM shop by phone

Paid plans require a telephone call to EKM's customer support team. This is EKM's deliberate process to confirm your identity and ensure you understand the implications of closure.

1. Call EKM Customer Support at 0333 004 0333.
   • Operating hours: weekdays 9:00 am to 5:30 pm (GMT/BST).
   • Weekends and UK bank holidays: support is likely closed.
2. When prompted, select the option for Account Cancellation or Billing Queries.
   • Listen to the menu carefully; don't hang up if the wait is long.
3. Speak to the account owner or authorized user.
   • EKM verifies that the person on the call is the account holder or has permission to cancel.
   • Have your username, PIN, and email ready.
4. Confirm your account details and current plan.
   • The support agent will review your billing history and plan type.
5. Request cancellation and ask about any applicable refund.
   • State clearly: "I want to cancel my EKM account effective today and request a refund for any unused prepaid time."
   • Ask the agent to confirm in writing via email if a refund applies.
6. Confirm the closure date and ask what happens to your account access.
   • Clarify if you'll lose dashboard access immediately or after a notice period.
7. Request a cancellation confirmation email.
   • Before you hang up, ask the agent to send a written confirmation with the cancellation date and any refund amount to your registered email.

Warning: EKM may suggest upgrading or offer a discount to retain your business. If you're set on cancelling, politely but firmly repeat your request. Do not agree to any changes unless you genuinely want them.

Cancel EKM via the app store or google play

If you purchased or manage an EKM subscription through the Apple App Store or Google Play Store (rather than directly from EKM), cancellation goes through the app store, not EKM directly. EKM does not publish official app store cancellation documentation, so follow your app platform's process.

1. Open the App Store (iOS) or Google Play (Android) on your device.
   • iOS: tap your profile icon, then "Subscriptions."
   • Android: open the menu, select "Subscriptions," and find EKM.
2. Locate the EKM subscription in your active subscriptions list.
   • You may see it under "Premium," "EKM Shop," or a similar name.
3. Tap "Cancel Subscription" or similar option.
   • The app store will ask for a reason and may offer a discount to stay.
   • Confirm the cancellation.
4. Verify the cancellation in your app store receipt and email.
   • Keep the confirmation; you may need it to dispute charges if billing continues.
5. Contact EKM support directly at 0333 004 0333 to confirm your account cancellation in their system.
   • App store cancellations sometimes don't sync immediately with EKM's backend.
   • Speaking to EKM ensures your account is flagged as cancelled on their end.

Pro tip: App store cancellations can take 24 to 48 hours to reflect in EKM's billing system. If you're charged again after cancelling through the store, contact the app store's support team first, then escalate to EKM if the issue persists.

What happens immediately after you cancel

The moment cancellation is confirmed, your account enters a closing state. Understanding what changes helps you avoid losing access to critical business data.

Dashboard and account access

For free trial cancellations, you're auto-signed out immediately and cannot log back in. For paid account cancellations confirmed by phone, you may retain read-only access to the dashboard for a limited time-typically 30 days-to download remaining data. Ask the support agent whether you'll retain any access after closure and for how long.

Your online store and customer orders

Your live store closes on the agreed cancellation date. Customers cannot place new orders after this date, but existing orders remain in your account (if you retain access) and in their email confirmations. After dashboard access expires, you lose the ability to view order details in EKM, so download or forward all order records before closure.

Email and domain continuity

If you're using an EKM-hosted custom domain (e.g., myshop.com via EKM), that domain reverts to EKM after closure and may become available to other users. If you own the domain via an external registrar, your DNS records should be updated before closure so your domain doesn't go offline. Contact EKM support for domain transition instructions.

Payment processing and recurring billing

Active recurring billing stops once cancellation is confirmed and processed by EKM's billing system. This typically takes 24 to 48 hours. Monitor your bank or card statement to ensure no additional charges appear after your cancellation confirmation date.

Refunds: what you're entitled to and how to claim them

EKM's refund policy includes two pathways: pro-rata refunds for unused days and a conditional six-month money-back guarantee. Knowing which applies to you is essential to maximize your return.

Pro-rata refunds for unused prepaid time

EKM's Terms and Conditions state that any prepaid fees for days you haven't used are refunded on a daily basis. If you pay monthly and cancel mid-cycle, you receive a refund for the remaining unused days. Annual plans follow the same logic.

To calculate your refund: (Days remaining / Days in billing cycle) × Monthly charge = Refund amount. For example, if you paid £100 for a 30-day month and cancel after 10 days, you're owed (20 / 30) × £100 = £66.67 in AED equivalent at your bank's rate.

Six-month money-back guarantee

EKM offers a conditional money-back guarantee on new monthly plans (Standard, Advanced, Pro) if you cancel within the first six months and have actively worked with an EKM Account Manager. This means if you're unhappy within the first half-year, you can request a full refund of your monthly charges-not just pro-rata. This guarantee does not apply to annual plans, design services, or add-on features.

Important: "Actively worked with an Account Manager" is subjective. If EKM denies your guarantee claim, ask for written justification and escalate through Stopee's consumer dispute process if needed.

How to request and track your refund

1. During your cancellation call with EKM support, explicitly request a refund.
   • State: "I'm cancelling my account and requesting a pro-rata refund [or money-back guarantee refund, if applicable] for unused time."
2. Ask the support agent to note the refund in your account and provide an estimated refund amount.
   • Write down the amount they quote and the method of refund (credit card, bank transfer, etc.).
3. Request written confirmation via email.
   • Do not end the call without receiving a confirmation email that includes the refund amount and expected processing date.
4. Check your email and bank statement within 5 to 10 business days.
   • Credit card refunds appear first as a pending transaction, then post to your account.
   • Bank transfers may take 3 to 5 business days depending on your bank.
5. If the refund doesn't arrive, contact EKM support again with your cancellation confirmation email and request a status update.
   • Keep all emails; these are proof of your refund claim.

Your consumer rights in the united arab emirates

The UAE has strong consumer protection laws that apply to digital services, and understanding your local rights strengthens your position if EKM refuses to cancel or refund.

UAE consumer protection and distance selling rules

The UAE Consumer Protection Law (Federal Law No. 24 of 2006) grants consumers a cooling-off period (typically 14 days) for distance contracts-which includes online software subscriptions. If you're within the first 14 days of a new EKM subscription, you have the right to cancel and receive a full refund without penalty, even if the service has been partially used. EKM's terms may not explicitly mention this right, but it exists under UAE law and supersedes the company's contract terms.

For paid subscriptions outside the 14-day cooling-off window, the pro-rata refund for unused days is your statutory entitlement if the service is terminated.

How to escalate a refund dispute locally

If EKM refuses to cancel your account or denies a refund you believe you're owed, you have recourse:

1. Document everything: save all emails, invoices, cancellation confirmations, and refund requests.
   • Take screenshots of your account page, billing section, and any correspondence.
2. Send a formal written cancellation and refund demand to EKM via registered email or their official support channel.
   • State the date you requested cancellation, the refund amount you're owed, and the consumer law or guarantee under which you're claiming it.
   • Give EKM 14 days to respond.
3. If EKM does not respond or refuses, file a complaint with the Emirates Authority for Standardization and Metrology (ESMA) or the local consumer protection department in your emirate.
   • ESMA handles consumer disputes for digital services and subscriptions.
   • Provide all documentation and explain how EKM breached the UAE Consumer Protection Law.
4. Alternatively, reach out to Stopee, which specializes in subscription disputes and has experience escalating refund claims against reluctant companies.
   • Stopee can help you draft a formal complaint and advise on next steps if the company disputes your claim.

Pro tip: EKM operates in the UK but serves global customers, including UAE residents. UAE consumer law applies to you regardless of where EKM is headquartered. This gives you significant leverage if local escalation is needed.

Common mistakes to avoid when cancelling EKM

Cancellation can be stressful, and rushing often leads to missed refunds or lost access to critical data. These pitfalls cost merchants thousands of dirhams and irreplaceable customer information. Take your time and follow each step carefully.

Forgetting to export your data first

The single biggest mistake is cancelling without downloading your product catalog, customer records, and images. Once your account closes, this data is gone forever. Before you call support, spend 30 minutes exporting everything via the Import/Export tool. Request image exports separately if they're not included. Stopee emphasizes that your business data is yours-never leave it behind.

Not asking about refunds during the cancellation call

Refunds are not automatic; you must request them. If you hang up after confirming cancellation without mentioning a refund, EKM may not process one. Always state: "I request a refund for any unused prepaid time" and ask the agent to confirm the refund amount before the call ends.

Cancelling without verifying the renewal date

If you cancel mid-cycle without knowing your exact renewal date, you may not calculate your refund correctly. Log into your dashboard before you call and note the day your next billing cycle was due. This prevents disputes about how many days remain in your billing period.

Assuming app store cancellation cancels your EKM account

Cancelling an EKM subscription through the Apple App Store or Google Play does not always sync with EKM's backend immediately. You could cancel via the app and still be billed by EKM if the cancellation doesn't process in their system. Always call EKM directly at 0333 004 0333 to confirm the account itself is cancelled, regardless of where you initiated the subscription.

Not keeping cancellation confirmation emails

If you're later charged after cancellation or a refund doesn't arrive, the only proof you cancelled is the confirmation email from EKM. Don't delete it. Forward it to your email provider's archive or cloud storage so it survives device changes. Stopee has seen disputes resolved in minutes when customers produce this evidence and disputed ones drag on for months without it.

After cancellation: final steps and what's next

The cancellation process doesn't end when your account closes. You have critical follow-up tasks that protect your business and ensure you receive any refund owed.

Monitor your bank and payment method

For 60 days after cancellation, check your bank or credit card statement weekly. Look for any EKM charges or "pending" transactions. If a charge appears after your cancellation date, contact your bank immediately and report it as a fraudulent or unauthorized charge (since you cancelled the subscription). Your bank will initiate a chargeback, which forces EKM to refund or justify the charge. Stopee recommends setting a phone reminder to check your statement on day 7, 14, 30, and 60 post-cancellation.

Confirm your refund has posted

Pro-rata refunds typically post within 5 to 10 business days. Money-back guarantee refunds may take longer. If your refund hasn't appeared by day 15, contact EKM support with your cancellation confirmation email and ask for a status update. Request a confirmation number and the exact date the refund was processed on their end. This documentation is essential if you need to escalate through your bank.

Update your domain and email records

If you used an EKM-hosted domain or email address, transition these services before or immediately after closure. Move your domain to an external registrar (like Namecheap or GoDaddy) and update your DNS records to point to your new hosting provider. Forward any mail-forwarding addresses to a personal email so you don't miss important messages. Contact EKM if you need help with the transition; some issues only become apparent after closure, and support is more helpful if you're polite and give them notice.

Set up shop on a new platform if needed

Use your exported product data and customer lists to migrate to Shopify, WooCommerce, BigCommerce, or another platform. Import your product catalog, update pricing and descriptions, and test checkout before you announce the move to customers. Most platforms offer free or paid migration services that handle the data transfer for you.

Checklist: your step-by-step cancellation guide

Use this checklist to ensure you complete every step and don't miss any refund or data.

Final thoughts: take control of your subscription

Cancelling EKM is manageable once you know the process and the law. You're not locked in-UAE consumer protection and EKM's own terms guarantee you the right to exit and claim unused fees. Export your data before you cancel, request your refund explicitly during the call, and keep every confirmation email. If EKM refuses or delays, escalate locally through ESMA or use Stopee, which has helped thousands of consumers cancel unwanted subscriptions and recover their money.

Your business data belongs to you, not EKM. Your prepaid fees are yours to reclaim. Take the steps in this guide, stand firm in your cancellation request, and don't accept vague promises or excuses. Stopee is here if you need help drafting a refund demand or escalating a dispute with EKM. You deserve a straightforward exit, and now you have the roadmap to achieve it.

EKM contact and escalation address

EKM Customer Support (Cancellation)
Phone: 0333 004 0333
Hours: Monday-Friday, 9:00 am to 5:30 pm GMT/BST
Email: Contact via your EKM account dashboard or reply to any support email

Local consumer escalation (UAE)
Emirates Authority for Standardization and Metrology (ESMA)
Online complaint portal: esma.gov.ae
Phone: +971 4 308 5555
For subscription and digital service disputes

Need extra help?
Visit Stopee.com for dispute templates, refund tracking tools, and live support if EKM disputes your cancellation or refund claim. Stopee specializes in subscription cancellations and has recovered refunds for thousands of UAE residents. Let Stopee guide you through the next step if you hit any resistance.