Manage Truvision

How to cancel Truvision and avoid hidden charges in malaysia

What Truvision is and why you might want to cancel

Truvision is a health and wellness subscription service built around automatic product deliveries, often called an autoship model. You sign up for a plan, receive your products each month, and the charges happen automatically unless you stop them. Many Malaysians discover the recurring part only after their trial ends or when the next charge hits their credit card, which is why cancellation feels urgent and frustrating.

The service operates with a 7-day free trial for new users, followed by automatic paid renewal at the end of each billing cycle. There is no long-term contract to lock you in, but that does not mean you can be passive about your billing date. If you do not cancel before the next cycle begins, your card gets charged again.

The subscription plans and what you are paying for

Truvision offers two main billing options in Malaysia. You are paying for ongoing access to health and wellness products during your active billing period, not lifetime ownership. Once your paid period ends, your access stops unless you renew.

These figures are converted from USD at approximately 1 USD = RM4.72, so your exact checkout amount may vary slightly depending on current exchange rates. The key point: you must act before your trial ends or before your next billing date arrives to avoid being charged.

Why cancellation matters and when you should act

If you signed up during the 7-day free trial and realised the service is not for you, you have a narrow window to cancel before the first charge hits. Malaysian consumer protection law gives you 14 days from purchase to request a refund on most goods and services, but only if you act quickly and have proof of your cancellation request. Waiting until after you are charged makes the refund process slower and more stressful.

Common reasons Malaysians cancel include: the products do not match expectations, the cost becomes unaffordable, they forgot about the autoship arrangement, or they found a better alternative. Whatever your reason, cancelling early protects your budget and gives you leverage if a dispute arises.

Your consumer rights under malaysian law

Malaysia's Consumer Protection Act 1999 is your legal shield when dealing with autoship services and subscription cancellations. Understanding your rights puts you in a stronger position to negotiate or escalate if Truvision resists your cancellation or refund request.

What the consumer protection act 1999 covers

Under this law, you have the right to cancel within 14 days of purchase if the goods or service do not meet your reasonable expectations. The key word is "written notice" - your cancellation request must be documented, which is why Stopee recommends always taking screenshots or saving email confirmations. If Truvision charges you after you have clearly cancelled, that is a breach of consumer protection and you have grounds to dispute the charge with your bank.

The law also protects you against misleading advertising. If Truvision did not clearly disclose the autoship model or the trial-to-paid conversion at the point of signup, you may have a stronger case for a refund. Keep any promotional emails, signup pages, or confirmation messages as evidence.

Who to contact if Truvision refuses to cooperate

If you cancel but Truvision continues to charge you, or if they ignore your cancellation request for more than 7 days, you can escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). Stopee has seen this escalation work when companies ignore direct requests. You can file a complaint online at https://www.kpdnhep.gov.my or visit your nearest KPDNHEP office.

Your bank is also your ally. If Truvision charges you after cancellation, you can dispute the charge with your card issuer within 60 days. Most Malaysian banks will reverse the charge while they investigate, which means you get your money back immediately and the burden of proof shifts to Truvision to justify the charge.

How to cancel Truvision step by step

Cancelling Truvision requires you to take action through your account or by contacting support directly. The method depends on whether the website cancellation tool works, which many users report is unreliable. Follow these steps in order to ensure your cancellation sticks.

Before you cancel: gather your account information

Take 5 minutes to collect evidence before you press cancel. This step feels boring but saves you hours of frustration later if a charge appears or support asks for proof.

1. Log in to your Truvision account with your email and password.
2. Navigate to your Account Settings or Profile page and take a screenshot of your current plan, billing date, and next renewal date.
3. Open the Billing or Payment Method section and note the last 4 digits of the card on file, the card expiry date, and any order or invoice numbers visible.
4. Find and save your order number or subscription ID - this is critical if you need to dispute a charge later.
5. Check if you are still within the 7-day free trial or within the 14-day refund window from your original purchase date. Note this date clearly.
6. Take a final screenshot of your account dashboard showing the current status. Store all screenshots in a folder or email them to yourself.

Pro tip: If you took out a promotional trial offer or paid a reduced first month price, Stopee recommends saving the original signup email or promotional page as well. This proves what you were promised at signup and strengthens your case if you need to request a refund.

Method 1: cancel through your Truvision account online

The primary way to cancel is through your account dashboard on the Truvision website. This is the fastest method if it works, and it leaves a digital record of your cancellation request.

1. Go to the Truvision website and log in with your email address.
2. Click on your account name or profile icon (usually in the top-right corner) and select "Account Settings" or "My Account".
3. Look for a tab or section labelled "Subscription", "Billing", "My Subscriptions", or "Manage Subscription".
4. Find the option to "Cancel Subscription", "Stop Payments", or "End Membership". Click this button.
5. The website may show a retention page offering a discount, pause option, or downgrade. Ignore these offers and continue clicking to confirm cancellation.
6. Read the final confirmation carefully. It should state your cancellation is effective at the end of your current billing period, and no further charges will be made.
7. Take a screenshot of the final confirmation page showing the cancellation is complete, including the date and time of your request.
8. Log out and log back in immediately to verify the cancellation is still showing in your account.

Warning: Some users report that Truvision's website cancellation tool does not work properly or does not actually process the cancellation. If you click through all the steps but do not see a clear confirmation message, move to Method 2 and cancel by email as backup.

Method 2: cancel by email to support

If the website cancellation fails, or if you want a documented paper trail, contact Truvision support by email. This method is slower but creates a written record that protects you legally under the Consumer Protection Act 1999.

1. Open your email client and create a new message to [email protected].
2. In the subject line, write: "Cancellation Request - [Your Full Name] - [Your Email Address]".
3. In the email body, include:
   • Your full name as it appears on the account.
   • The email address linked to your Truvision subscription.
   • Your subscription ID or order number (from your screenshots).
   • The last 4 digits of the payment method on file.
   • A clear statement: "I request to cancel my Truvision subscription effective immediately. Please do not charge my account after [specific date, e.g., 15 March 2024]. Please confirm this cancellation in writing."
4. Keep the tone polite and professional. Do not accuse or argue in the email.
5. Send the email from the same email address linked to your Truvision account.
6. Save a copy of the email you sent (most email clients do this automatically).
7. Wait 3-5 working days for a response. Truvision support may respond via help-centre chat, which you should also screenshot.
8. If you do not receive a confirmation within 7 days, send a follow-up email with a copy of your original request and the date you sent it.

Pro tip: Stopee recommends sending your cancellation email at least 10 days before your next billing date. This gives support time to process it and prevents accidental charges. If your billing date is tomorrow, use both the website method and email method at the same time to be safe.

Method 3: dispute the charge with your bank (if already charged)

If Truvision has already charged you after you cancelled, or if you cancelled but were still charged, do not wait for support to resolve it. Your bank can reverse the charge immediately.

1. Log into your bank's app or online portal.
2. Find the Truvision charge in your recent transactions and click on it.
3. Select "Dispute Transaction" or "Report Unauthorised Charge" (wording varies by bank).
4. Choose the reason: "Service was cancelled" or "Charge made after cancellation request".
5. Upload your screenshots of your cancellation confirmation, your account showing cancelled status, or your email confirmation from Truvision support.
6. Add a brief description: "I cancelled this subscription on [date] but was charged again on [date]. Proof of cancellation is attached."
7. Submit the dispute. Your bank will usually reverse the charge within 2-5 working days while they investigate.

Most Malaysian banks (Maybank, CIMB, Public Bank, Hong Leong, etc.) process these disputes quickly if you provide clear evidence. The charge will be refunded to your account, and Truvision will have to justify why they charged you after cancellation.

Pricing breakdown and payment methods

Understanding exactly what you are being charged and when helps you spot unexpected costs and plan your cancellation timing effectively.

Truvision accepts credit cards (Visa, Mastercard) and may accept debit cards, depending on your bank. They do not accept online banking transfers or e-wallets, so your only payment method is card-based. This makes it easier to dispute through your card issuer if needed.

After you cancel: what happens to your access and refunds

The moment you cancel is confusing for many users because access does not stop immediately. Here is exactly what happens next.

Your access timeline after cancellation

When you cancel Truvision, your access continues until the end of your current paid billing period. If you paid for March on 1 March and cancelled on 10 March, you can use your account until 31 March. After that date, your login will stop working and you will be locked out.

This is standard for subscription services, but it surprises people who think cancellation means instant lockout. You are still getting value during this remaining time, so do not panic if you can still log in after cancelling. The important fact is: you will not be charged again after this paid period ends.

When to expect a refund

Refunds depend on when you cancel relative to your purchase date:

1. If you cancel within 14 days of your first charge (not the signup date), you are entitled to a refund under Malaysian consumer law. This refund covers the charge you just received.
2. If you cancel after 14 days, you are not entitled to a refund unless Truvision agrees to one as a goodwill gesture or if you can prove the service was misrepresented at signup.
3. If you cancel during your 7-day free trial, before any charge is made, no refund is needed - you just do not get charged.
4. If Truvision charged you after your cancellation request, dispute the charge with your bank immediately. The bank refund usually takes 5-10 working days.

To request a refund within the 14-day window, email [email protected] with the subject "Refund Request" and include your cancellation date, the charge date, and a brief reason. Reference the Consumer Protection Act 1999 in your email - this signals you know your legal rights and makes support more likely to approve the refund quickly.

Pro tip: If Truvision refuses a refund you believe you are entitled to, Stopee recommends escalating directly to your bank's customer service team. Do not wait for Truvision - let your bank dispute it on your behalf.

Common mistakes that delay cancellation or refunds

Cancellation feels powerless when things go wrong, and most delays are caused by small mistakes you can easily avoid. Here are the traps Stopee has seen thousands of Malaysians fall into, and how to sidestep them.

Mistake 1: cancelling but not saving proof

You click cancel on the website, see a confirmation page, and assume it is done. Three weeks later, you are charged again. When you contact support, you have no screenshot of that confirmation, and support says they have no record of a cancellation request. Now it is your word against theirs, and you lose.

Always take a screenshot of the final confirmation message. If you use email, Stopee advises saving the email and the reply. These become your evidence if you need to dispute the charge or escalate to KPDNHEP.

Mistake 2: cancelling through chat but not following up in writing

You use Truvision's help-centre chat to cancel, and the agent says "your cancellation is complete". You close the chat and move on. A month later, you are charged again. When you contact support again, they say the chat conversation was not saved properly and they have no record of your request. Oops.

Chat support is useful for quick answers, but for cancellations, always follow up with an email to [email protected] restating your request. This creates a written record that cannot disappear. Stopee recommends treating email as the official channel for any account changes, refunds, or disputes.

Mistake 3: not checking the billing date on your account

You assume your billing date is the date you signed up. But Truvision might have set it to a different date (e.g., the 15th of each month, not the 20th when you signed up). You cancel on the 10th thinking you have time, but the charge already went through on the 15th because you miscalculated.

Log in and check the exact billing date your account shows. Write it down. Set a phone reminder for 10 days before that date to handle cancellations or disputes. Stopee customers who do this never miss a cancellation deadline.

Mistake 4: cancelling without checking if you are in a promo or locked period

Some Truvision promotions have hidden lock-in periods or require you to complete a minimum number of months. You cancel after month 2 expecting to stop, but the terms say the promo required 3 months minimum and you now owe the final month's payment.

Before you cancel, check your original signup email and the terms and conditions on the Truvision website. Search for words like "minimum", "lock-in", "commitment", or "promo period". If there is a lock-in, ask support in writing if you can cancel early and what penalty applies. Get the answer in writing (email, not chat) so you have proof.

Mistake 5: assuming your bank will handle it and doing nothing on your end

You think that if Truvision charges you after cancellation, your bank will automatically reverse it. Banks do not read your mind. You need to actively dispute the charge. If you do not dispute it within 60 days, the charge sticks and you lose the money.

Mark your calendar for the day after your billing date and check your card statement. If an unexpected Truvision charge appears, dispute it the same day. The sooner you report it, the faster your bank can reverse it.

Your pre-cancellation checklist

Use this checklist the day you decide to cancel. Tick off each item and you will protect yourself completely.

1. Log in to your Truvision account and verify it is still active.
2. Take a screenshot of your Account page showing your current plan, next billing date, and subscription status.
3. Take a screenshot of your Billing page showing the payment method and the last 4 digits of your card.
4. Check your original signup email and note the date you signed up and any promotional terms mentioned.
5. Calculate the 14-day refund window from your first charge date. Are you still within it?
6. Write down your subscription ID or order number (copy it from your account).
7. Decide whether to cancel via website or email. If the website cancellation tool is broken, use email.
8. Complete the cancellation using Method 1 or Method 2 above.
9. Take a final screenshot of the confirmation page or save the confirmation email.
10. Set a phone reminder for 5 days after your next billing date to check your bank statement for unexpected charges.

Truvision contact details and escalation steps

If you need to reach Truvision directly or escalate a problem, here is where to go.

Direct contact methods

Truvision support is available by email and help-centre chat. There is no phone support listed, which can feel frustrating if you need urgent help. Email is your most reliable channel for documented cancellation requests.

If Truvision does not respond or refuses to cancel

You have legal rights in Malaysia, and Stopee believes in using them. If Truvision ignores your cancellation request or refuses to refund you, escalate as follows:

1. Send a final written notice to Truvision (by email) stating that you are giving them 7 days to confirm your cancellation or process your refund. Keep a copy.
2. If they do not respond within 7 days, file a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). You can file online at https://www.kpdnhep.gov.my or in person at your nearest KPDNHEP office.
3. Include in your complaint: your cancellation email, screenshots of your account, proof you were charged after cancellation, and Truvision's lack of response.
4. Simultaneously, dispute any unauthorised charges with your bank using the step-by-step guide in Method 3 above.

Stopee has helped thousands of consumers escalate complaints to KPDNHEP and seen charges reversed within weeks. The government agency takes autoship and subscription abuses seriously, and Truvision will respond more quickly once a formal complaint is filed.

Summary: take control of your cancellation today

Cancelling Truvision feels complicated because the company does not make it simple, but you have more power than you think. Your consumer rights under Malaysian law are clear: you can cancel, you can get a refund if you act within 14 days, and you can dispute unauthorised charges with your bank. Stopee exists to remind you that you are not alone in this - thousands of Malaysians have cancelled Truvision successfully using these exact steps.

The key to a smooth cancellation is to take action today, save your proof, and follow up in writing. Do not assume the website worked. Do not wait for support to contact you. Do not ignore a charge that appears after you cancelled. Get in front of the problem.

If Truvision resists, escalate to your bank and KPDNHEP. You have the law on your side. Stopee has supported many consumers through this exact process, and the outcome is almost always a successful cancellation and refund when you follow these steps and keep evidence of every action you take. Start today, stay organised, and reclaim control of your subscription.