Manage Hers

How to cancel Hers and avoid unexpected charges in malaysia

Understanding Hers and why cancellation matters

Hers is a subscription-based telehealth platform that delivers personalised women's health services, from mental wellness consultations to prescription medications for hair loss and sexual health concerns. If you signed up while in Malaysia, you're likely paying in ringgit for recurring access to online consultations and medication delivery. The problem is that Hers branding can feel unclear online, support operates through the Hims & Hers ecosystem, and cancellation requests sometimes get lost in the system. That's why you need a clear, step-by-step plan before you hit the cancel button.

At Stopee, we've helped thousands of Malaysian consumers navigate confusing telehealth cancellations and recover accidental charges. This guide walks you through exactly how to cancel Hers safely, protect yourself from unwanted renewals, and understand your rights under Malaysian consumer law.

What Hers actually is and how it operates

Hers operates as part of the Hims & Hers Health ecosystem, though the branding can make this confusing. Your account is managed through the Hims support infrastructure, not a standalone Hers domain. This matters because when you need help or want to cancel, you'll contact Hims & Hers customer service, not a separate Hers team.

The service covers several categories of women's health, typically sold as monthly or quarterly subscription memberships. You're not buying individual products; you're subscribing to ongoing access, regular consultations, and repeat medication delivery. Common membership types include weight loss programmes, mental health support, and sexual wellness services. Medication costs sit on top of the membership fee, so your total monthly spend can exceed the advertised plan price.

How Hers operates for users in malaysia

Hers accepts Malaysian customers but operates as a cross-border digital service. This means your payments process internationally, support responds from the United States, and Malaysian-specific consumer protections need careful application. The platform doesn't publish Malaysia-only terms, local payment options, or a dedicated cancellation channel for Malaysian users, so you're treated the same as any overseas customer.

You'll contact Hers through these channels: email at [email protected], phone at 1-800-368-0038 (US number), or your account dashboard at hers.com. Response times can range from 24 hours to several business days, and during peak periods, support can feel slow. That's why starting your cancellation at least 5 days before your next billing date gives you a safety margin.

Pricing breakdown and what you're actually paying for

Understanding your Hers costs helps you calculate refunds and decide whether cancellation makes sense right now.

Your bill comes through in USD, and your bank or card issuer converts it to ringgit at their exchange rate. Always check your bank statement to see the MYR amount you actually paid, because USD rates fluctuate daily.

When and why you should cancel Hers

You might want to cancel for many valid reasons, and Stopee respects every one of them. Here are the most common scenarios.

Reasons to cancel Hers

You've completed your treatment plan and no longer need ongoing consultations. Your doctor has prescribed alternatives, and continuing with Hers feels redundant. The medication isn't working, or side effects are making you reconsider. You can't afford the monthly renewal, especially as USD-to-ringgit conversion keeps pushing costs higher. You signed up but never used the service, or you used it once and realised it wasn't right for you. You don't want the hassle of international support responses when your local clinic or doctor offers faster help.

Any of these reasons is legitimate. You don't need permission or a "good enough" excuse to cancel. Stopee's job is to make sure your cancellation actually sticks and you don't get charged again.

When you should think twice before cancelling

You're mid-treatment and stopping abruptly could harm your health. Your doctor advised continuing for another month or two. You're considering a different telehealth provider but haven't set it up yet (cancel only after your new provider is confirmed). You're frustrated because support is slow, but the service itself is working (a complaint doesn't always mean cancel). You're cancelling to get a refund, but you don't understand the refund policy (read the next section first).

If any of these apply, take a breath and plan your cancellation carefully. Don't cancel in anger only to regret it later.

How to cancel Hers step-by-step

Here's exactly how to cancel your Hers subscription without losing money or triggering accidental charges.

Preparation: screenshot your account before you start

Before you touch the cancellation button, you need a written record of your current plan. If something goes wrong, you'll need proof of what you were paying and when your next charge was due.

1. Log in to your Hers account at hers.com
   • If you've forgotten your password, reset it now using your registered email
2. Navigate to your account settings or membership page
   • Look for links labelled "Subscription", "Membership", "Billing", or "My Plan"
3. Take a screenshot of:
   • Your current plan name and price
   • Your next billing date
   • Your last payment amount
   • Any renewal or auto-pay wording
4. Save these screenshots to your phone or computer
   • Add the date and time to the filename so you have a timestamp
5. Open your bank or card statement and save the last Hers charge
   • Note the MYR amount, date, and card ending digits

Pro tip: If you're anxious about cancellation, email yourself these screenshots as backup. If Hers support later claims you never signed up, you'll have timestamped proof.

Cancelling through your Hers account dashboard

The fastest way to cancel is through your online account. Here's the sequence.

1. Log in to hers.com with your email and password
   • Use the same email you registered with; don't use a different account
2. Go to your account menu (usually top right corner, click your name or profile icon)
   • Select "Account", "Settings", or "My Account"
3. Look for a link or button that says "Subscription", "Membership", "Billing", or "Plan Details"
   • If you see multiple options, click the one that shows your current active membership
4. Find the "Cancel Subscription" or "Cancel Membership" button
   • It's usually in red or at the bottom of the plan card
   • Some accounts bury it under "More Options" or "Advanced Settings"
5. Click the cancel button
   • Hers may show a confirmation screen asking why you're leaving
   • You can skip this or fill it in; either way, your cancellation continues
6. Confirm the cancellation
   • Look for a final "Confirm Cancellation" or "Yes, cancel my subscription" button
   • Read the message carefully: it should say access ends on [specific date], not immediately
7. Save the confirmation page or screenshot
   • You should see a message like "Your subscription has been cancelled" and a confirmation number
   • Screenshot this with the date and time visible

Warning: If the button doesn't appear or the system says "Unable to cancel online", don't assume cancellation is impossible. Jump straight to the email or phone method below.

Cancelling by email if the dashboard doesn't work

If your account dashboard won't show a cancel option, email support directly. This also creates a written record.

1. Open your email client and compose a new message to [email protected]
   • Use the email address linked to your Hers account
2. In the subject line, write: "Cancellation request for [Your Full Name]"
   • Example: "Cancellation request for Siti Aminah Binti Ahmad"
3. In the body, include:
   • Your full name
   • Your account email address
   • Your date of birth (if you remember it)
   • The last four digits of your payment card
   • Your current plan name and next billing date
   • A clear statement: "I am requesting immediate cancellation of my Hers subscription. Please confirm cancellation by email and provide the final date of my access."
4. Send the email
   • Screenshot or save the sent message for your records
5. Wait for a response
   • Hers support usually replies within 24 to 48 hours
   • If you don't hear back in 3 days, send a follow-up email
6. When support replies, save their confirmation
   • They should confirm your cancellation date and final access date
   • Screenshot this email and keep it forever

Pro tip: Use plain, formal language in your cancellation email. Don't include emotional content or complaints, even if you're frustrated. Keep it factual and direct: "I wish to cancel my subscription effective immediately." This prevents support from misinterpreting your intent or asking clarifying questions.

Cancelling by phone if you need immediate confirmation

If you're nervous about missing your billing date or need instant confirmation, call Hers customer service.

1. Dial 1-800-368-0038
   • This is the US number; expect standard international calling charges on your bill
   • Call during US business hours for faster service (roughly 8 AM to 8 PM US Eastern Time)
2. When you reach a representative, say clearly: "I want to cancel my Hers subscription"
   • Don't say "I'd like to", "Can I", or "Is it possible?" - say "I want" or "I'm requesting"
3. Provide your account details when asked:
   • Your full name
   • Your account email
   • The last four digits of your card
4. Ask the representative to confirm on the phone:
   • The exact date your access ends
   • Whether you're eligible for a refund
   • Whether the next payment will be processed
5. During the call, write down the representative's name, the date, time, and everything they confirmed
   • Example: "Spoke to Michael on 15 Feb 2025, 2:45 PM MYT. Confirmed cancellation effective 28 Feb 2025. No refund available."
6. Ask the representative to send you a cancellation confirmation email
   • Most will do this automatically, but some require you to ask

Warning: International calls can be expensive. Check your phone plan's international calling rates before dialling. If costs are prohibitive, stick to email and allow extra time for responses.

Understanding refunds and what you might recover

Refunds are the question everyone asks, and the answer depends on when you cancel and what Hers' terms say.

Hers' refund policy basics

Most telehealth subscriptions, including Hers, do not automatically refund unused portions of future months. If you're charged on the 15th and you cancel on the 20th, you're unlikely to get a refund for the 10 days you didn't use. However, some plans offer prorated refunds if you cancel within a short window (typically 7 days) after your first charge or a renewal charge.

The best way to find Hers' exact refund policy is to look in your original welcome email, your account terms, or the Hims & Hers help centre at support.hims.com. Search for "refund" or "cancellation refund" and read the official policy. At Stopee, we always recommend capturing this in writing before you cancel.

When you might qualify for a refund

You cancelled within 7 days of your first charge (sometimes called a "free trial" or "satisfaction guarantee" period). You were double-charged by mistake (for example, charged twice in one month). You cancelled before your next billing date and your plan included a prorated refund clause. You received defective medication or harmful advice that caused you to stop using the service.

If any of these apply, ask Hers support explicitly: "Am I eligible for a refund under your policy?" If they say no, ask them to send you the policy in writing. Then assess whether you want to escalate (see the next section on your Malaysian consumer rights).

How to request a refund after cancellation

1. Check your account or cancellation email to see if Hers mentions refund eligibility
   • If it says "Non-refundable" or lists no refund, you still have options
2. If you believe you qualify, email [email protected] again
   • Subject: "Refund request following cancellation"
   • Include your cancellation date, the charge you want refunded, and why you believe you qualify
   • Attach screenshots of your account, your cancellation confirmation, and the relevant policy language
3. If Hers denies your refund request, don't give up
   • Ask to escalate to a supervisor or manager
   • See the "Your Malaysian consumer rights" section below for next steps

Your malaysian consumer rights and what they mean for Hers

Even though Hers is a US-based company, Malaysian consumer law protects you when you buy services that affect your health, safety, or money.

The consumer protection act 1999 and how it applies

Malaysia's Consumer Protection Act 1999 gives you several rights, even for overseas purchases:

Right to clear information: Hers must clearly disclose its terms, cancellation policy, and billing schedule before you sign up. If the terms were hidden or unclear, that's a violation.

Right to cancel within a cooling-off period: For distance contracts (like online subscriptions), Malaysian law typically allows a 10-day cancellation period after your first charge, even if Hers says otherwise. If you cancelled within 10 days of your first charge and Hers refuses to refund, you have legal grounds to escalate.

Right to honest service: If Hers promised certain results (e.g., "lose weight in 30 days") and failed to deliver, you may have a claim for false or misleading advertising.

Right to dispute charges: If Hers charged you without authorization or after you cancelled, you can dispute the charge through your bank under Malaysian banking regulations.

How to invoke your consumer rights

If Hers support refuses to refund you or won't confirm your cancellation, escalate formally.

1. Send Hers a final email from your registered account address
   • Subject: "Formal notice of cancellation and refund claim under Consumer Protection Act 1999"
   • State clearly: "I am invoking my rights under Malaysia's Consumer Protection Act 1999 to request a full refund or written explanation within 14 days."
   • Attach all screenshots and correspondence showing your cancellation request and their response
   • Keep a copy for yourself
2. If Hers doesn't respond or refuses within 14 days, lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP)
   • Visit the KPDNHEP consumer portal or call their consumer hotline
   • Provide your full name, account email, transaction details, and copies of all correspondence
   • Explain that you cancelled a subscription and Hers refused to honour your cancellation or provide a promised refund
3. Alternatively, dispute the charge with your bank
   • Contact your card issuer and say you've cancelled a subscription but Hers continued charging you
   • Provide your cancellation confirmation and the disputed charge dates
   • Request a chargeback or dispute reversal

Pro tip: You don't need to hire a lawyer. Malaysia's KPDNHEP handles consumer complaints free of charge and can mediate disputes with overseas companies. Having your documentation organized (cancellation email, screenshots, payment history) makes this process much faster.

What happens after you cancel Hers

Cancellation is emotional, and knowing what to expect next takes stress away.

Immediate after cancellation

You should receive a confirmation email from Hers within 24 to 48 hours. This email will state your access end date-the exact date you can no longer log in, get consultations, or download medication. Read this carefully. If it says "access ends 28 Feb 2025", you can use the service until 11:59 PM on that date. After midnight, you'll be locked out.

You may still receive reminder emails for upcoming medication shipments or appointment bookings. Ignore these if you've cancelled. You won't be charged because the subscription is already off.

What you should monitor

1. Check your bank statement 5 to 7 days after your cancellation confirmation
   • Look for any new charges from Hers or "Hims"
   • If you see a charge after your access end date, that's a billing error
2. Keep an eye on your account for 30 days
   • Log in occasionally to confirm it says "No active subscription"
   • If the status reverts to active, contact support immediately
3. Save your cancellation confirmation email forever
   • Don't delete it; you might need it for a future dispute

If you're charged after cancellation

A charge appearing after your access end date is a billing mistake. Act fast.

1. Email Hers immediately: "I was charged on [date] after my subscription was cancelled on [date]. Please reverse this charge and confirm."
   • Include the charge amount, date, and your account email
2. If Hers doesn't respond within 3 days, contact your bank
   • Call your card issuer and report an unauthorized charge
   • Provide the charge date, amount, and proof of your cancellation
   • Request a reversal or chargeback
3. Follow up with Hers until they confirm the reversal
   • Ask for an email confirmation and your refund amount

Common cancellation mistakes and how to avoid them

Cancellation can feel stressful, and small mistakes sometimes backfire into unexpected charges and lost refunds.

Mistake 1: cancelling without saving your account details first

You panic, hit cancel, and forget to screenshot your plan name and billing date. Now Hers support asks you to confirm when you signed up, and you can't remember. This makes refund negotiations harder because you can't prove your claim.

Fix: Always screenshot before you cancel. Spend 5 minutes now to save yourself hours of frustration later.

Mistake 2: cancelling on the same day as your billing date

Your card is charged on the 28th. You panic that morning and cancel at 10 AM. The payment goes through at 2 PM because Hers processes charges in batches. Now you've paid for another month you didn't want.

Fix: Cancel at least 3 to 5 days before your next billing date. If your next charge is 28 Feb, cancel by 23 Feb.

Mistake 3: assuming cancellation is complete without confirmation

You click the cancel button, the page refreshes, and you assume it's done. You never receive a confirmation email. Two weeks later, you're charged again and have no proof you tried to cancel.

Fix: Don't leave the cancellation page until you see a confirmation message. If you cancel by email, wait for a reply before assuming it's done. If you call, get the representative's name and note everything they say.

Mistake 4: not checking your email for Hers messages

Hers tries to email you a cancellation confirmation, but it goes to spam or a folder you never check. Two months later, you're charged again and have no record of cancellation because you never saw the email.

Fix: After you request cancellation, check your spam and promotions folders for Hers emails. Add [email protected] to your contacts so future messages land in your main inbox.

Mistake 5: confusing "cancellation" with "pausing"

Some apps offer a pause option instead of full cancellation. You think you've cancelled, but your subscription is just on hold for 30 days, and you'll be charged after. When the charge hits, you're shocked.

Fix: When you cancel, your confirmation email must say "cancelled" or "subscription terminated", not "paused" or "suspended". If it says pause, reply to support and ask for full cancellation instead.

When to contact Hers support and what to expect

Knowing when to reach out to support-and what to expect-helps you stay calm during the process.

Comparing Hers to other telehealth options

If you're cancelling because Hers isn't working for you, here's how it compares to similar services available to Malaysian users.

Checklist: before you cancel Hers

Use this list to make sure you've covered everything before hitting the cancel button.

• I've logged into my Hers account and confirmed my subscription is active
• I've screenshotted my plan name, price, and next billing date
• I've checked the cancellation date is at least 3 to 5 days before my next charge
• I've found Hers' refund policy in my account or welcome email
• I've decided whether to cancel through the dashboard, email, or phone
• If cancelling by email, I've written a clear subject line and body
• If cancelling by phone, I have the number saved and the right account details ready
• I've set a calendar reminder to check for confirmation within 24 to 48 hours
• I've set another reminder to check my bank statement 5 to 7 days after cancellation
• I've reviewed my rights under Malaysia's Consumer Protection Act 1999

Final thoughts: you're in control

Cancelling a subscription can feel awkward, especially a health service. You might worry about judgment, or feel guilty for changing your mind. But remember this: you paid for Hers with your money, your health is your responsibility, and you have every right to stop paying whenever you choose.

At Stopee, we've seen thousands of Malaysian consumers navigate tricky cancellations, and the ones who succeed do one simple thing: they plan ahead, keep records, and follow through calmly. Your bank statement is your ally. Your screenshots are your proof. Your consumer rights are real and enforceable.

If you found this guide helpful, share it with friends who use Hers or any other subscription service. Stopee has helped thousands of consumers cancel unwanted subscriptions, recover refunds, and understand their rights. Whether you're cancelling Hers, a gym membership, or a streaming service, the same principles apply: be clear, be on time, and be persistent.

Cancel Hers today using the steps above, and monitor your account for the next 30 days. You've got this.

Support contact details for Hers

Keep these contact details handy in case you need to reach Hers support.

• Email: [email protected]
• Phone: 1-800-368-0038 (US number, available 24/7)
• Online account: hers.com (dashboard login)
• Help centre: support.hims.com (Hims & Hers support articles)
• Malaysian escalation: Ministry of Domestic Trade and Cost of Living (KPDNHEP) for consumer complaints

If Hers support becomes unresponsive or refuses to honour your cancellation, Stopee's cancellation guides cover your full legal and financial protection options under Malaysian law. Bookmark this page and return to it whenever you need clarity on your cancellation status.