Manage Prose

How to cancel your prose subscription in ireland and recover charges

What prose is and why you might cancel

Prose is a personalised hair and skincare brand that creates bespoke formulations based on your individual hair type, scalp condition and lifestyle. You complete a diagnostic quiz, and Prose designs custom shampoos, conditioners, masks and supplements tailored to your needs. The service operates on both one-time purchase and subscription models, with recurring orders offering a 15% discount in exchange for automatic shipments at intervals you select during signup.

The appeal is clear: personalisation, premium ingredients and transparent sourcing. However, many Irish consumers report serious problems with their subscriptions, particularly around unexpected renewal charges, difficulty cancelling and delayed refunds. If you have experienced unwanted charges or struggle to pause or stop your Prose subscription, you are not alone. Stopee helps thousands of consumers navigate subscription cancellations and recover money owed to them each month.

Common reasons to cancel prose

You might cancel for several legitimate reasons. Perhaps the formulation no longer suits your hair, or you have found a product elsewhere that works better. You may have signed up for a one-time order that converted to a subscription without clear consent. You could be facing unexpected charges after believing you had cancelled. Or you simply want to pause and reassess your spending on premium haircare. Whatever your reason, you have the right to cancel, and Stopee is here to guide you through the process.

Subscription plans and pricing in ireland

Prose pricing varies by product type and whether you choose a one-time purchase or subscription. Below is an approximate breakdown based on publicly available data converted to EUR for Irish customers.

Subscriptions typically include free shipping. Renewal frequency defaults to 4 weeks, but you can adjust this at signup or in your account settings. Keep in mind that promotional codes or loyalty credits may alter these prices.

Your consumer rights under irish law

Ireland's Consumer Rights Act 2015 (transposing the European Consumer Rights Directive) grants you strong protections when you buy goods or services online, including subscriptions. Understanding these rights puts you in control when dealing with Prose.

Distance selling and cooling-off rights

When you sign up for a Prose subscription online, you are entering a distance contract. Irish law gives you a 14-day cooling-off period from the date of purchase during which you can cancel and receive a full refund, with no penalty and no explanation required. This right applies to your first order and any subsequent renewal charges you dispute within 14 days of purchase.

Pro tip: If Prose has charged you and you are within 14 days of that charge, contact them immediately in writing (email is acceptable) stating you wish to exercise your cooling-off right. Keep a copy of your cancellation request.

Unfair contract terms and transparency obligations

Under the Consumer Rights Act 2015, Prose must present subscription terms in plain, intelligible language before you confirm your order. The cancellation process must be as easy as the signup process. If the company has made it deliberately difficult to cancel, or if renewal terms were unclear, you may have grounds to challenge the charge with your bank or the Competition and Consumer Protection Commission (CCPC).

Furthermore, Prose must send you a reminder before each renewal charge, giving you adequate time to cancel. If you did not receive such a reminder, or if the reminder was unclear, this is a breach of consumer law.

Your right to cancel and your statutory protection

Even outside the 14-day cooling-off window, you have the right to cancel a subscription at any time under Irish consumer law. The company may charge a proportionate fee for services provided before cancellation, but you cannot be locked in indefinitely. If Prose continues to charge you after you have cancelled, these are unauthorized charges, and you can dispute them with your bank or credit card company.

How to cancel your prose subscription

Cancelling Prose involves clear, sequential steps; the process should take around 10 to 15 minutes if you follow the correct route.

Step-by-step cancellation process

1. Log into your Prose account on the Prose website
   • Go to www.prose.com (or your regional Prose site)
   • Click "Sign In" and enter your email address and password
   • If you have forgotten your password, use the "Forgot Password" link to reset it
2. Navigate to your account settings and subscription management
   • Click your profile icon (usually top right)
   • Select "Account" or "My Subscriptions"
   • Look for a section labelled "Active Subscriptions" or "Manage Subscriptions"
3. Locate the subscription you wish to cancel
   • You may have multiple subscriptions (haircare, skincare, supplements)
   • Click on the specific subscription product you want to cancel
   • Do not pause by mistake if you intend to cancel permanently
4. Select the cancel option
   • Look for a button labelled "Cancel Subscription", "End Subscription" or "Remove from Subscriptions"
   • You may be offered options to pause instead; only select pause if you want to resume later
   • You may be offered a discount to keep the subscription; ignore this unless you have changed your mind
5. Confirm cancellation and note the confirmation details
   • The system should display a cancellation confirmation with a date and reference number
   • Screenshot or write down this confirmation number for your records
   • Check your email for a confirmation email from Prose within 24 hours
6. Verify your subscription is no longer active
   • Return to your account within 24 hours and check that the subscription is no longer listed under "Active Subscriptions"
   • If it still appears, contact Prose customer support immediately

If you cannot access your online account

Warning: If you cannot log into your Prose account or the online cancellation process does not work, do not assume your subscription is cancelled. Contact Prose customer support directly in writing.

Send an email to Prose's customer service address (typically support@prose.com or a contact form on their website) with the following information:

• Your full name and email address registered with Prose
• Your order or customer reference number (found in previous emails or invoices)
• A clear statement: "I wish to cancel my Prose subscription effective immediately."
• A request for written confirmation of cancellation within 48 hours
• The date you expect your next renewal charge (if you know it)

Keep a copy of this email and any response you receive. Stopee recommends sending it via a method that provides a receipt or read confirmation, such as registered email or your email provider's tracking feature.

What to expect after you cancel

Cancellation should take effect immediately or on your specified date, but billing cycles do not always align perfectly with cancellation requests.

Timeline and what happens next

After you cancel your Prose subscription, the following should occur: within 24 hours, your account should no longer show the subscription as active. Within 48 hours, you should receive a confirmation email from Prose. Your next renewal charge should not process. If your renewal date falls within 1 to 2 weeks of cancellation, monitor your bank account closely to ensure no charge occurs.

Pro tip: Set a calendar reminder for your original renewal date. If a charge appears after cancellation, you will need to dispute it quickly with your bank (within 60 days for most cards).

Pausing versus cancelling

Prose offers a "Pause" option that temporarily stops shipments without fully cancelling your subscription. If you pause instead of cancel, your subscription remains active and will resume after the pause period ends. You will be charged again when the pause expires. Only pause if you genuinely intend to resume; if you want to end the subscription permanently, cancel instead.

Refunds and charging disputes in ireland

If Prose has charged you after you cancelled, or if you are within 14 days of a charge and wish to return the product, you are entitled to a refund under Irish law.

How to request a refund

1. Contact Prose customer support in writing as soon as possible
   • Explain that you cancelled your subscription and were charged after cancellation, or that you wish to exercise your 14-day cooling-off right
   • Provide your order reference, the date you cancelled (if applicable), and the date of the disputed charge
   • Request a full refund and provide your original payment method or bank details for the refund
2. Allow Prose 10 business days to respond and process the refund
   • Many companies process refunds within 5 to 10 days
   • If Prose does not refund within 10 business days, move to step 3
3. If Prose refuses or does not respond, dispute the charge with your bank
   • Contact your bank or credit card company and report the unauthorized charge
   • Provide your cancellation confirmation, the disputed charge date, and any correspondence with Prose
   • Your bank can reverse the charge under its dispute resolution process
   • This typically takes 15 to 30 days
4. Escalate to the Competition and Consumer Protection Commission (CCPC) if the dispute remains unresolved
   • The CCPC is Ireland's national consumer protection authority
   • You can file a complaint at www.ccpc.ie if you believe Prose has broken consumer law
   • The CCPC can investigate and issue enforcement action if necessary

Refund timelines and return of products

Under Irish consumer law, Prose must refund you within 14 days of receiving your cancellation notice or return of the product (whichever is later). The refund should be credited to your original payment method. If you used a debit or credit card, the refund appears as a credit to your card account and typically reaches your bank within 3 to 5 working days.

You are generally responsible for returning unopened or unused products to Prose, unless the company has acted unfairly or the terms were unclear. However, if Prose charged you after you cancelled, the company is responsible for refunding the full amount; you should not bear return shipping costs in this scenario.

Common mistakes to avoid when cancelling

Cancelling a subscription can feel stressful, especially if you have had problems with unexpected charges. Here are the pitfalls that trap consumers and how to avoid them.

Mistake 1: confusing pause with cancel

The most common error is clicking "Pause Subscription" instead of "Cancel Subscription". A paused subscription is still active and will resume billing after the pause period. Always confirm that you have fully cancelled, not paused. Look for the word "cancel" explicitly in any confirmation message.

Mistake 2: not keeping cancellation evidence

If you cancel online, screenshot the confirmation page. If you email Prose, keep the email and any reply. This evidence is critical if a dispute arises. Without proof of cancellation, your bank may assume the charge was authorized. Stopee strongly recommends saving all cancellation-related emails in a folder labeled "Prose Cancellation" for easy reference.

Mistake 3: cancelling only one product in a multi-product subscription

If you subscribe to both Prose haircare and skincare, or haircare and supplements, you must cancel each subscription separately. Cancelling one does not automatically cancel the others. Check your "Active Subscriptions" list and verify that every product you wish to cancel is switched off.

Mistake 4: not monitoring your account after cancellation

Many consumers cancel and then ignore their bank statements. If a charge appears after cancellation, you must dispute it within 60 days to protect yourself. Check your bank account or credit card statement on your original renewal date and for the following 1 to 2 weeks to ensure no unexpected charge occurs.

Mistake 5: ignoring a pre-cancellation renewal charge

If you cancel on, say, 15 January, but your renewal date is 12 January, Prose may have already charged you for the next cycle. This charge is technically authorized, but you may still be entitled to a refund if you cancel within 14 days. Contact Prose immediately and request a refund of that charge; do not assume it is lost.

Cancellation checklist for irish consumers

Use this checklist to ensure you cancel correctly and protect yourself from future charges.

Customer reviews and common complaints about prose

Stopee reviews customer feedback from independent review platforms and consumer forums to understand real-world experiences with Prose's cancellation process.

Complaints and patterns

A consistent theme across consumer reviews is unexpected renewal charges and difficulty cancelling. Many customers report that they believed they had cancelled, only to discover a charge 4 to 6 weeks later. Some customers describe contacting Prose multiple times before receiving a refund; others report that refunds were eventually processed after escalation to their bank.

A second pattern involves unclear renewal reminders. Some customers state they did not receive a notification before renewal, violating Prose's legal obligation to remind you before charging. A third theme is slow customer service responses; many reviews mention waiting 7 to 14 days for a reply to cancellation requests.

Positive cancellation experiences

Customers who cancel via the online portal and receive prompt email confirmation generally report smooth experiences. Those who follow up with Prose in writing and keep evidence report better outcomes in disputes. A few customers have successfully resolved unwanted charges by disputing them with their bank within 60 days.

Comparison: keep or cancel prose

Before you cancel, consider whether Prose is right for you. Use this table to weigh the pros and cons.

If the right-hand column resonates with you, cancellation is the right choice. If you are simply exploring other options, consider pausing your subscription instead and retrying Prose later.

Contact prose and escalation routes

If you need to contact Prose regarding cancellation, refunds or billing disputes, use the following information and escalation pathway.

Primary contact methods

First, attempt to cancel and resolve your issue through Prose's own website and customer support. Email Prose's customer service team with your cancellation request and retain the response. If Prose does not respond within 10 business days or refuses to cancel your subscription, escalate your complaint.

Escalation: your bank or credit card company

Contact your bank or credit card issuer if Prose continues to charge you after cancellation or refuses to refund within 14 days. Your bank can dispute unauthorized charges on your behalf and typically reverses them within 15 to 30 days. You will need to provide evidence of your cancellation request and Prose's failure to refund.

Escalation: the competition and consumer protection commission (CCPC)

If your issue remains unresolved after direct contact with Prose and your bank, file a complaint with the CCPC. The CCPC is Ireland's statutory consumer protection authority and investigates breaches of consumer law, including unfair contract terms and failure to honour cancellation requests.

CCPC contact details:

• Website: www.ccpc.ie
• Postal address: Competition and Consumer Protection Commission, Bloom House, Gloucester Place Lower, Dublin 1, D01 F5P8, Ireland
• Telephone: 01 402 5555
• Email: complaints@ccpc.ie (general inquiries); specific complaint portal available on website

The CCPC will acknowledge your complaint within 10 working days. If the CCPC finds that Prose has breached consumer law, it can issue enforcement action, require refunds and impose penalties.

Final steps and your path forward

Cancelling your Prose subscription should be straightforward, but unexpected charges and unclear processes can make it stressful. You have strong legal protections under Irish consumer law, and Stopee is committed to helping you understand and exercise those rights.

Follow the step-by-step process outlined above: log into your account, click cancel (not pause), screenshot the confirmation, and monitor your bank statement. Keep all evidence of cancellation in case a dispute arises. If Prose charges you after you cancel, you have the right to dispute that charge with your bank or escalate to the CCPC.

Remember: the law is on your side. You do not have to remain trapped in a subscription you do not want. Stopee has helped thousands of consumers cancel unwanted subscriptions, recover unauthorized charges and understand their consumer rights. If you are unsure about any step in this process or believe Prose has treated you unfairly, visit Stopee.com for additional support and guidance. Your cancellation is valid, your refund is justified, and your peace of mind matters.