Manage Defy

How to cancel defy and protect your medical subscription rights in canada

What defy is and why you might want to cancel

Defy is a telemedicine subscription service that connects you with healthcare practitioners for online medical consultations, personalized treatment plans and access to health-related content. The service operates under the brand "Defy by Dr. Melissa" and charges you through auto-renewing monthly or annual memberships available on its website and through iOS and Android app stores.

You might want to cancel Defy for several reasons: the service isn't delivering results you expected, medication delivery has been unreliable, you've found a better alternative, or you're simply not using the platform enough to justify the ongoing cost. Whatever your reason, Stopee is here to walk you through the cancellation process and help you understand your rights as a Canadian consumer.

Defy's pricing structure

Understanding what you're paying helps you decide whether cancellation makes sense for your budget.

Should you cancel defy?

Before you proceed with cancellation, pause and evaluate whether cancelling truly serves your interests. If you're experiencing a temporary problem (like a delayed medication shipment), contacting customer support might resolve it faster than cancelling. However, if you've already waited for customer service to respond without success, or if you've decided Defy doesn't fit your healthcare needs, moving forward with cancellation is the right call.

Stopee recommends documenting any service failures or unfulfilled promises before you cancel, especially if you plan to dispute charges with your bank or request a refund through your payment provider.

How to cancel defy across all platforms

Defy operates on multiple platforms, and your cancellation method depends on where you signed up and how you pay. Below are the step-by-step instructions for each platform.

Cancel defy through the website (web dashboard)

If you created your account directly on Defy's website, you'll cancel from your online account dashboard.

1. Visit the Defy website and log into your account using your email and password.
   • If you've forgotten your password, click "Forgot Password" and follow the reset instructions.
2. Navigate to your account settings, typically labeled "My Account," "Dashboard," or "Settings."
   • Look for a menu or profile icon in the top-right corner of the page.
3. Select the "Billing" or "Subscription" section.
   • This is where Defy displays your current plan and renewal date.
4. Click on "Change Plan" or "Manage Subscription."
   • You may see options to upgrade, downgrade, or cancel.
5. Select "Cancel Membership" and confirm your cancellation.
   • Defy may ask you why you're leaving; providing honest feedback helps the company improve.
6. Take a screenshot of the cancellation confirmation page or save the confirmation email for your records.
   • Pro tip: Email this confirmation to yourself with a subject line like "Defy cancellation confirmation - [date]" so you can easily locate it later if Defy tries to charge you again.

After you cancel through the website, your subscription remains active until the end of your current billing period. You'll retain full access to the platform and content through that date, but the service will not renew after your paid period ends.

Cancel defy purchased through apple app store (iOS)

If you subscribed to Defy through your iPhone or iPad using Apple's in-app purchase system, you must cancel through Apple's settings, not through the Defy app itself.

1. Open the Settings app on your iPhone or iPad.
   • Look for the grey gear icon on your home screen.
2. Scroll to the top and tap your Apple ID name (or "Apple ID, iCloud, iTunes & App Store").
   • If prompted, sign in with your Apple ID.
3. Tap "Subscriptions."
   • This shows all active subscriptions tied to your Apple account.
4. Find and tap "Defy" in the list.
   • If you have multiple subscriptions, scroll down to locate it.
5. Tap "Cancel Subscription" or "Cancel Free Trial" (depending on your status).
   • Apple will confirm the cancellation and ask if you want to continue or cancel.
6. Confirm your cancellation.
   • Warning: Cancellations through Apple must occur at least 24 hours before your renewal date to prevent the next charge. Mark your calendar with your renewal date to avoid an accidental charge.

Your Defy access will continue until the end of your current billing cycle. After that date, you'll lose access to the service.

Cancel defy purchased through google play (Android)

Android users who subscribed through Google Play must cancel from within the Google Play app, not from the Defy app.

1. Open the Google Play Store app on your Android device.
   • Tap the profile icon (typically in the top-right corner).
2. Select "Payments and subscriptions" or "Manage subscriptions."
   • This varies slightly depending on your Android version and Google Play version.
3. Tap "Subscriptions."
   • A list of your active subscriptions appears.
4. Find and tap "Defy."
   • Review your subscription details and renewal date.
5. Tap "Cancel subscription."
   • Google Play will ask you to confirm the cancellation and may offer you a discount to keep your subscription.
6. Follow the on-screen prompts to complete the cancellation.
   • Pro tip: Save a screenshot of the cancellation confirmation in case you need to reference it later.

Your access to Defy continues until your current billing period ends. After the final day of that period, you'll be unable to log in or access the service.

Cancel defy with a formal registered letter

If you prefer to have a paper trail or have had difficulty cancelling through digital channels, you can send a registered letter (raccomandata A/R, a certified mail option) to Defy's business address.

1. Prepare a concise cancellation letter that includes:
   • Your full name and registered email address on the account
   • Your account number (if you have it)
   • A clear statement: "I request immediate cancellation of my Defy subscription, effective immediately."
   • The date of your request
   • Your signature
2. Address the letter to Defy's registered business address (verify the current address on Defy's website or in your account confirmation emails, as it may change).
   • Many medical subscription services maintain a Canadian office or registered agent; confirm the exact mailing address before sending.
3. Send the letter via registered mail (raccomandata A/R) through Canada Post.
   • This service requires a signature upon delivery and provides you with tracking.
4. Keep the Canada Post receipt and tracking number as proof of delivery.
   • Pro tip: Take a photo of the receipt and store it in a folder labeled "Defy cancellation" on your phone or cloud storage.

A registered letter creates a formal paper trail, which is especially valuable if you later dispute charges or escalate a complaint to a consumer protection authority.

What happens immediately after you cancel defy

Cancellation doesn't mean instant loss of access; understanding the timeline protects you from unexpected service cuts.

Your access during the notice period

When you cancel Defy, the service immediately stops auto-renewing, but you keep full access to content, consultations and features until the end of your current billing cycle. This means if you cancel mid-month, you'll retain access for the remainder of that month. If you cancel mid-year on an annual plan, you'll keep access through the end of that year.

Make the most of this period: download or screenshot any treatment plans, health records, or consultation notes you want to keep, since Defy may delete or restrict access once your subscription expires.

Data and account access after the billing period ends

Once your final paid period concludes, Defy will disable your login credentials and you'll no longer be able to access the platform. Defy's privacy policy governs how long the company retains your personal and medical data; you should review that policy and request data export before your access ends if you want copies of your records for another healthcare provider.

Contact Defy's customer support and request a copy of your account data and medical records in a portable format (often PDF or CSV). This ensures you have continuity of care with a new provider.

Refund eligibility and how to claim one

Defy's stated policy is that all sales are final and no refunds are issued for memberships after purchase. However, Canadian consumer protection law provides important exceptions.

When refunds are available under canadian law

Defy's "no refund" policy does not override your rights as a Canadian consumer. You may be entitled to a refund or credit if:

• The service is defective or does not function as advertised (for example, persistent inability to book consultations or medication delivery failures).
• The service is materially misleading (the company's marketing promised results or features that the actual service does not deliver).
• The service cannot be used for its intended purpose (you cannot access the platform, consultations are consistently unavailable, or prescriptions are not fulfilled).
• You paid through a credit card and dispute the charge within your card issuer's timeframe (typically 60-120 days).
• You purchased through Apple or Google Play and dispute the charge within their refund windows (typically 14-45 days depending on the store).

Stopee recommends documenting service failures with screenshots, dates, times and descriptions of what went wrong. This evidence is crucial if you escalate a refund dispute.

How to request a refund from defy

1. Contact Defy's customer support through the website or email and explain why you believe you deserve a refund.
   • Reference specific service failures (e.g., "I was unable to access my consultation on [date]" or "My prescription was not fulfilled despite paying on [date]").
2. Request a refund or account credit in writing and ask for a response within 7-10 business days.
   • Save a copy of your request email.
3. If Defy denies your refund request, escalate to your payment provider.
   • Pro tip: Keep all correspondence (emails, screenshots, cancellation confirmations) in one folder so you can reference everything if you file a dispute.

Requesting refunds from apple or google play

If you paid through an app store, the store (not Defy) controls refunds. Request a refund directly from Apple or Google within their refund window:

• Apple App Store: Log into appleid.apple.com, go to "Media and Purchases," find the Defy charge and select "Report a Problem." Apple reviews refund requests within a few business days.
• Google Play: Open Google Play, tap your profile icon, go to "Payments and subscriptions," find the Defy charge and tap it. Select "Report a problem" or "Get help" and explain why you want a refund.

Disputing charges with your bank or credit card company

If Defy continues to charge you after cancellation, contact your bank or credit card company immediately and dispute the charge as "unauthorized" or "service not rendered." Most financial institutions offer chargeback protection for fraudulent or unauthorized recurring charges and will investigate within 30-60 days.

Provide your bank with copies of your cancellation confirmation and any evidence that the charge occurred after cancellation.

Your consumer rights under canadian law

Canada's consumer protection framework gives you significant leverage against unfair subscription practices, and Stopee believes every consumer should understand these rights.

Consumer protection at the federal and provincial level

Canadian consumer protection law is enforced at both federal and provincial levels. The Competition Act (federal) prohibits misleading advertising and unfair business practices. Provincial Consumer Protection Acts govern subscription auto-renewal and cancellation rights. Key protections include:

• The right to cancel a subscription at any time (not just at renewal).
• The right to receive a clear confirmation of cancellation.
• Protection against unauthorized charges after cancellation.
• The right to request data portability (copies of your records) before account deletion.
• Protection against misleading claims about service features, availability, or outcomes.

When to escalate to a provincial consumer authority

If Defy refuses to honour your cancellation, denies a refund you're entitled to, or continues charging after you've cancelled, escalate your complaint to your provincial consumer protection office:

• Ontario: ServiceOntario Consumer Protection hotline: 1-800-889-9768 or file a complaint at ontario.ca.
• British Columbia: Consumer Protection BC: 1-888-564-9963 or consumerprotectionbc.ca.
• Alberta: Fair Trading Act complaints at servicealberta.gov.ab.ca.
• Quebec: Office of the Protecteur du consommateur: 1-888-672-2556 or opc.gouv.qc.ca.
• Other provinces: Search "[your province] consumer protection office" for contact details.

Provide your provincial authority with all documentation: cancellation confirmations, screenshots of service failures, customer support correspondence, and proof of unauthorized charges. Many provincial offices investigate for free and can compel companies to refund consumers.

Common cancellation mistakes to avoid

Cancelling a subscription should be straightforward, but small mistakes can leave you vulnerable to unexpected charges and frustration down the line.

Mistake 1: cancelling only in the defy app

If you subscribed through Apple or Google Play, cancelling within the Defy app does not cancel your subscription. You must cancel through Apple Settings or Google Play, otherwise Defy's subscription remains active and you'll be charged on your renewal date. Stopee has seen countless consumers make this error, only to discover a charge weeks later when they'd already moved on.

Double-check which platform you used to subscribe, then cancel through that platform exclusively.

Mistake 2: deleting the defy app without cancelling

Uninstalling the Defy app does nothing to cancel your subscription. The app and the subscription are separate. You can delete the app, but Defy's billing cycle continues and you'll be charged at renewal. Always cancel the subscription first, then delete the app.

Mistake 3: assuming the cancellation succeeded without proof

Never assume your cancellation went through just because you clicked "Cancel." Defy or the app stores may experience technical glitches, and a page refresh could erase your progress. Always wait for a confirmation screen, download or screenshot it, and save the confirmation email. If you don't receive a confirmation email within a few minutes, log back in and verify the subscription has been marked for cancellation.

Mistake 4: missing the 24-hour cutoff on app store subscriptions

Apple requires you to cancel at least 24 hours before your renewal date. If you cancel within 24 hours of renewal, your subscription may still charge. Google Play has similar rules. Mark your renewal date on your calendar and cancel at least 2-3 days early to leave a safety margin.

Mistake 5: not exporting your medical records before access ends

Once your subscription ends, Defy may delete or restrict your access to past consultation notes, treatment plans and health records. Before your final paid period ends, contact Defy and request a full export of your account data and medical records. This is especially critical if you're switching to another healthcare provider, as continuity of care depends on having your history available.

Post-cancellation checklist: steps to finalize your exit

Cancelling is only half the battle; confirming success and protecting yourself is equally important. Work through this checklist to ensure a clean break.

Task	Status	Notes
Cancelled through correct platform	☐ Done	Web, Apple, Google Play, or registered mail?
Saved cancellation confirmation	☐ Done	Screenshot + email saved in a folder
Noted renewal date	☐ Done	Calendar reminder set for final day of access
Exported medical records	☐ Done	Contact Defy to request data export
Monitored for unauthorized charges	☐ Done	Check bank statement 5-10 days after renewal date
Deleted Defy app	☐ Done	Optional but recommended to avoid accidental re-entry

What customers say about defy and their experience cancelling

Real user feedback reveals patterns about Defy's strengths and weaknesses, which can inform your decision and help you prepare for cancellation.

Positive feedback

Users consistently praise Defy's healthcare practitioners for being knowledgeable, attentive and genuinely invested in treatment outcomes. Customers value the convenience of online consultations, the speed of appointment booking and the ability to receive personalized treatment plans without lengthy in-person visits. These benefits are especially valuable for people managing ongoing conditions who need frequent check-ins.

Critical feedback and common complaints

Negative reviews frequently highlight medication delivery failures, particularly with temperature-sensitive medications that arrive damaged or late. Users also report difficulty reaching customer support when shipments go wrong and frustration with the process of obtaining replacements. Some customers mention that cancellation was smooth, while others say customer support was slow to acknowledge their cancellation requests and continued billing them for an additional cycle.

These patterns suggest that if you're cancelling due to medication delivery problems, keep detailed records of the failures and consider requesting a refund based on service defects. Your documentation will strengthen any dispute with your payment provider or complaint to a consumer authority.

Comparing defy to alternative telemedicine services

Before you finalize your cancellation, you might want to know how Defy stacks up against other Canadian telemedicine options.

Service	Monthly cost (CAD)	Cancellation method	Refund policy
Defy	$49.99	Web, app, or registered mail	No refunds; exceptions for defective service
Maple	$49.99 (app) / $39.99 (web)	Web dashboard or app settings	7-day money-back guarantee
Telus Health	Variable ($0-$49.99 depending on plan)	Online account management	Varies by plan; contact support
Dialogue	Employer-dependent (often free for employees)	Employer or app settings	Employer-dependent
CloudMD	Free to $99.99 depending on plan	App or web account	No refund policy widely advertised

If you're cancelling Defy because of cost, services like Maple offer comparable pricing and a 7-day money-back guarantee, reducing your risk on a trial. Stopee encourages you to explore alternatives before finalizing your cancellation, especially if Defy's practitioners have been helpful despite logistical issues.

Escalation and contact information

If you cannot cancel Defy through standard channels, customer support is unresponsive, or you need to dispute unauthorized charges, here's where to escalate.

Defy customer support

Contact Defy's customer support team directly before escalating externally. Provide your account number, the issue you're experiencing and the date of your cancellation request. Defy typically responds within 2-5 business days through email.

Verify the current contact email and mailing address on Defy's official website, as these details may change. If you cannot find contact information online, check your original welcome email or account statements for support details.

Payment provider escalation

If Defy refuses to cancel or continues charging after cancellation, contact your payment provider:

• Credit card issuer: Call the number on the back of your card and initiate a chargeback for "unauthorized charges" or "cancelled subscription." The issuer will investigate within 30-60 days.
• Bank (debit card): Contact your bank's fraud department and report the unauthorized transaction. Banks can reverse charges and flag the merchant.
• Apple: File a dispute through appleid.apple.com under "Media and Purchases."
• Google Play: Report the problem directly in the Google Play app under your order history.

Consumer protection authority complaints

If your bank declines a chargeback or if Defy ignores your refund requests, file a complaint with your provincial consumer protection office (contact details listed in the consumer rights section above). These agencies investigate for free and can compel Defy to refund you if they find violations of provincial law.

Final steps to stay protected after cancellation

Cancelling is just the first step; protecting yourself from future problems requires vigilance.

Monitor your bank and credit card statements for 30-60 days after your subscription ends. Watch for any charges labeled "Defy," "Defy Medical," "Dr. Melissa," or similar variations. If an unexpected charge appears, immediately contact your payment provider and dispute it as unauthorized. Stopee has helped thousands of consumers cancel problematic subscriptions and recover unwanted charges, and the most successful people stay alert during the weeks following cancellation.

Additionally, change your password or disable your Defy account login if the option is available. This prevents accidental re-subscription if you accidentally click a link or if a security breach compromises your credentials.

Keep your cancellation confirmation email and supporting documentation in a dedicated folder (cloud or physical) for at least one year. If Defy ever disputes that you cancelled or attempts to collect, you'll have irrefutable proof of the date and method of your cancellation.

Stopee is committed to empowering Canadian consumers to cancel unwanted subscriptions confidently and reclaim control of their finances. Whether you cancelled due to cost, service quality or a change in healthcare needs, you've taken an important step toward simplifying your budget and your digital life. If you need additional guidance on cancelling other subscriptions or want to learn more about your consumer rights, visit Stopee.com, where our team of cancellation specialists is ready to help.