Manage Prose

How to cancel prose and protect your haircare subscription

What prose is and why you might want to cancel

Prose is a Canadian personalised haircare company that creates custom-formulated shampoos, conditioners, and scalp treatments made just for your hair type. You order through their website or mobile app, and they ship your products on a subscription schedule with a 15% discount and free shipping. That convenience comes with a catch: cancelling your Prose subscription depends entirely on how you signed up, and the process varies by platform. At Stopee, we help you navigate these subscription traps so you keep money in your pocket.

Common reasons canadians cancel prose

Your hair routine changes. The products don't work as promised. You've found an alternative brand that costs less. Or you simply want to try one-time purchases instead of recurring shipments. Whatever your reason, you have the right to cancel without barriers or shame. Stopee believes every consumer deserves a straightforward exit path.

Your consumer rights when cancelling in canada

Canadian consumer protection law gives you real leverage when dealing with subscription cancellations.

What federal and provincial law says about subscriptions

Under the federal Consumer Protection Act, online sellers must honour cancellation requests within a reasonable timeframe. Most provinces (Ontario, British Columbia, Alberta, Quebec) have their own consumer protection statutes that require clarity around subscription renewal terms at the point of purchase. If Prose fails to deliver your product within 30 days of your order, you may have grounds to cancel and claim a refund without penalty. Additionally, if Prose engages in deceptive advertising or hidden auto-renewal practices, you can file a complaint with your provincial consumer protection office. Stopee recommends documenting every communication for this reason.

When to escalate to your provincial regulator

If Prose refuses to cancel your subscription or continues charging after you've requested cancellation, contact your provincial consumer protection authority:

• Ontario: Ontario's Ministry of Government and Consumer Services (ontario.ca/consumer)
• British Columbia: Consumer Protection BC (consumerprotectionbc.ca)
• Alberta: Fair Trading Act enforcement through Service Alberta
• Quebec: Office of the Ombudsman or Quebec's consumer protection bureau

Most regulators can compel refunds and fine businesses for repeated violations. Keep all cancellation confirmations, email receipts, and bank statements showing charges after your cancellation date.

How to cancel prose based on where you signed up

Your cancellation method depends entirely on your purchase platform: Apple App Store, Google Play, or Prose's website.

Cancel through the apple app store (iOS)

If you subscribed via your iPhone or iPad, Apple handles your billing and refunds-not Prose directly.

1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Select Subscriptions
4. Find and tap Prose from the list
5. Tap Cancel Subscription and confirm your choice
6. Take a screenshot of the cancellation confirmation screen

Pro tip: Apple shows your cancellation status immediately. Your next billing date disappears from the subscription details, which proves you've cancelled. If you're charged again within 7 days, contact Apple directly for a refund (apple.com/support/subscriptions). Stopee advises saving that screenshot because it's your proof if you need to dispute a charge later.

Warning: Deleting the Prose app does not cancel your subscription. You must use the Settings method above.

Cancel through google play (Android)

Google Play subscriptions are managed through your Google account, not through Prose's customer service.

1. Open the Google Play app on your Android device
2. Tap your profile icon in the top right corner
3. Select Payments and subscriptions
4. Tap Subscriptions
5. Find Prose in the list and tap it
6. Select Cancel subscription and confirm
7. Screenshot the cancellation confirmation

Pro tip: Google Play refunds are automatic if you cancel within 48 hours of your first charge. After that window, you must request a refund directly from Google Play support. Stopee recommends taking a screenshot immediately-it proves your cancellation date and protects you if Google's records don't sync properly with Prose's system.

Warning: Cancelling through Google Play does not remove Prose from your device. Uninstall the app separately if you want to delete it.

Cancel a prose website subscription (web order)

If you signed up directly on prosehair.com or similar Prose domains, you must contact Prose's customer support team directly. Stopping your subscription is not self-service on their website.

1. Go to Prose's customer support page or help section
2. Locate the contact form or support email address
3. Write a clear cancellation request:
   • Include your full name and account email address
   • Write: "I request immediate cancellation of my Prose subscription, effective today"
   • Do not apologise or over-explain-be direct
   • Ask for written confirmation of your cancellation
4. Send your request via their official contact form or by email
5. Save the confirmation email Prose sends you
6. Wait 3-5 business days for a response
7. If you don't hear back, send a follow-up email referencing your first request

Pro tip: Prose states that web subscription cancellations take effect at the end of your current billing term. This means if you cancel on day 1 of a 30-day cycle, you'll still be charged on day 30. To avoid that charge, contact them before your next billing date (they'll usually show this in your account dashboard or last confirmation email). Stopee recommends cancelling at least 5 days before your renewal date.

Warning: Orders already in production or shipped before your cancellation date may still arrive. You do not owe payment for shipments you cancelled before they went into production, but you may receive the package anyway. Refuse delivery or return it unopened. If you're charged, escalate to your credit card company or provincial consumer authority.

What happens to your account and data after cancellation

Understanding what changes and what stays the same can prevent frustration and unwanted charges.

Your account, order history, and access

Cancelling your subscription does not delete your Prose account. Your order history, payment methods, and profile information remain active so you can review past purchases and customisation details. You retain the option to place one-time orders without a subscription. Your login credentials and account remain valid. If you want to delete your entire account and personal data, you'll need to request that separately through Prose's privacy policy or customer support-that's a different process from cancelling your subscription.

When your final shipment arrives

If you cancelled a web subscription after your order had already entered production, that shipment may still arrive. You are entitled to refuse it or return it unopened. Do not sign for the package or accept it if you cancelled before it shipped. If Prose charges you for a shipment you cancelled, dispute that charge with your bank or credit card issuer immediately. Stopee has helped thousands of consumers recover these charges through chargeback when a company refuses to refund.

Refunds: what you can and cannot expect

Prose's refund policy is restrictive, but you have leverage under Canadian consumer law.

Web subscription refunds (prosehair.com purchases)

Prose's published terms state that you cannot receive a refund for the current billing cycle-cancellation only stops future charges. However, this policy is not always enforceable under Canadian consumer protection law. If Prose failed to deliver within 30 days of your order, or if the products arrived damaged or unusable, you have grounds for a refund regardless of their terms.

If Prose refuses a refund, your escalation path is:

1. Request a refund in writing (email) with specific reason (non-delivery, damage, defect, or misleading advertising)
2. Wait 10 business days for a response
3. If refused, file a dispute with your credit card company or bank within 120 days of the charge
4. If still unresolved, contact your provincial consumer protection office

Pro tip: Many Prose customers report that refund requests are rejected on the first try but approved after they escalate to their bank or mention provincial consumer law. Document everything-your cancellation request email, Prose's response (or lack thereof), and any communication where they cite their "no refund" policy. Stopee knows these written records are gold when filing a dispute.

Apple app store refunds

If you purchased through Apple, you cannot request a refund from Prose-you must request it from Apple directly. Apple offers a 48-hour refund window from your first charge. After that, you can still request a refund, but approval is not automatic. Contact Apple Support and cite a reason such as "subscription did not work as described" or "product quality did not match marketing." Apple refunds via your original payment method within 5-10 business days if approved.

Google play refunds

Similar to Apple, Google Play offers a 48-hour automatic refund window. After that, refund requests go through Google Play Support and are evaluated case-by-case. You can dispute charges through your bank if Google refuses, but Google usually approves refunds if you cite a legitimate reason (non-delivery, product defect, misleading description).

Prose pricing and subscription plans

Understanding what you're paying helps you decide whether to cancel or modify your plan.

The 15% subscription discount looks good on paper, but it only makes sense if you use the product regularly and the formula keeps working for your hair. If you're cancelling because Prose is too expensive, switching to one-time purchases removes the free shipping but also removes the auto-renewal trap. Stopee recommends calculating your total annual spend before deciding.

Common mistakes canadians make when cancelling prose

Many people think cancellation is done when it really isn't. We've seen this happen too many times.

Mistake 1: deleting the app instead of cancelling the subscription

Uninstalling Prose from your phone does absolutely nothing to your subscription. You will still be charged on your next billing date. The subscription lives on Apple's servers (for iOS) or Google's servers (for Android), not on your device. You must follow the platform-specific cancellation steps above.

Mistake 2: cancelling too late to avoid the next charge

Prose web subscriptions renew on a set date each month. If you cancel on day 25 of a 30-day cycle, you'll still be charged on day 30. Always cancel at least 5 days before your next billing date. Check your confirmation email or account dashboard for the renewal date, then count backwards.

Mistake 3: not saving your cancellation confirmation

If Prose's customer service is slow, or if you're charged again after cancelling, you need proof of the cancellation request. Take screenshots and save confirmation emails. Stopee advises treating your cancellation confirmation like a legal document-because it is.

Mistake 4: failing to dispute unauthorised charges

If you cancelled but were still charged, you have 120 days (sometimes longer depending on your bank) to dispute the charge with your credit card company or bank. Do not wait. File a dispute immediately. Your bank will recover the money if your cancellation evidence is solid.

After you cancel: what to do next

Cancellation is not the end-you need to follow through to protect yourself.

Monitor your bank and credit card for 60 days

Even after cancelling, some subscriptions reappear on your statement 30, 60, or even 90 days later due to system delays or billing errors. Set a phone reminder to check your bank statement 2 weeks after your cancellation date, then again at the 30-day and 60-day marks. If you see a Prose charge after cancelling, contact your bank immediately to dispute it. Stopee recommends keeping your cancellation confirmation email in a folder labelled "subscription proofs" for at least 6 months.

Request a final confirmation

For web subscriptions, send Prose a follow-up email 7 days after your cancellation request asking for written confirmation that your subscription is inactive and no future charges are scheduled. This simple step gives you extra documentation if you need to escalate later.

Update your payment method on file

If you no longer want Prose to have access to any payment method, remove or update the card details in your account settings (if your account is still accessible). This is an extra safety net: even if Prose tries to charge you, the payment will fail if the card is no longer on file.

Comparing prose to alternatives

Before you cancel, consider whether switching to a different haircare option makes sense.

If you loved Prose's customisation but want to cancel due to cost, explore whether other personalised brands offer better pricing. If you're cancelling because the products didn't work, a trip to your hairdresser for product recommendations might be worthwhile-they know your hair better than an online quiz.

How stopee can help you stay in control

Cancelling subscriptions should never be complicated or stressful. At Stopee, we've built a resource hub and escalation tools to help Canadians like you cancel anything-from streaming services to haircare subscriptions to gym memberships. Our platform walks you through every step, flags hidden fees, and shows you exactly when you'll be charged next. If a company refuses to cancel or won't refund you, Stopee has helped thousands of consumers recover their money by escalating to their bank, credit card company, or provincial regulator. We believe you own your subscriptions, not the other way around.

Whether you're cancelling Prose today or planning ahead for future subscription traps, Stopee (stopee.com) is your partner. Visit our website to explore cancellation guides for every major service, read real consumer reviews, and discover tools that protect your money. You deserve clarity, control, and respect from every company you pay.

Contact information for escalation

If Prose ignores your cancellation request or refuses to refund you, use these contact points:

• Provincial consumer protection office: Search "[your province] consumer protection act" or visit your province's official government website
• Your bank or credit card issuer: File a dispute within 120 days of the charge
• Canada's Competition Bureau (federal): Report deceptive business practices at competition.gc.ca
• Stopee community: Share your experience and learn from other Canadians who've cancelled Prose

Keep copies of all emails, cancellation confirmations, and transaction records. Save them for at least one year. Your documentation is your power.