Manage Preply

How to cancel Preply in malaysia and stop recurring tutor charges

Understanding Preply and how billing works

Preply is an online tutoring platform where you book one-to-one lessons with tutors across languages and other subjects. The service operates globally, and if you live in Malaysia, you can access it through the web browser or mobile app. What many Malaysian users discover too late is that Preply does not charge lesson-by-lesson. Instead, you enter a 28-day subscription cycle with your chosen tutor, and billing renews automatically every 28 days until you cancel.

What you are actually paying for

You are not paying for access to a library of lessons like a streaming app. You are paying for scheduled, one-to-one lessons with a specific tutor. The cost depends on two factors: the tutor's hourly rate and how many lessons per week you book. A tutor charging RM150 per hour for two weekly lessons costs RM1,200 per 28-day cycle. If you upgrade to a higher-rate tutor or add more sessions, your costs rise quickly.

This flexible model is powerful if you know what you are signing up for. But the lesson-booking interface can feel like a one-off purchase, which is why many Malaysian users are surprised when the next 28-day charge hits their bank account. At Stopee, we see this confusion happen repeatedly, and that is exactly why this guide exists.

How Preply operates in malaysia

Preply has no physical office in Malaysia. All support is digital through the Preply website or app. You can reach customer support via live chat using the blue question mark icon on the platform, or by email at [email protected]. There is no Malaysia-specific cancellation address or phone line.

Preply prices tutor lessons in USD, which converts to Malaysian Ringgit (RM) at the time of booking. At 1 USD = approximately RM4.72, you can estimate your local cost. However, Preply does not publish a universal pricing chart for Malaysia because every tutor sets their own rate. You must check your own tutor subscription and next billing date before you cancel.

Your consumer rights when cancelling Preply

Malaysia's Consumer Protection Act 1999 protects you when you buy goods or services, including online education. Understanding your rights strengthens your position if Preply tries to charge you after cancellation or refuses a refund.

What the consumer protection act 1999 guarantees

Under the Consumer Protection Act 1999, Preply must provide you with accurate information about billing, refund terms, and cancellation methods before you pay. If Preply's terms are unclear or hidden, you have grounds to challenge unexpected charges. The Act also entitles you to cancel within 14 days of purchase if the service was not as described, though Preply may apply a deduction for services already delivered.

Most importantly, you have the right to request a refund for unused lesson credits or prepaid balances. If Preply refuses, you can escalate to the Malaysian Ministry of Domestic Trade and Cost of Living (KPDNHEP), which enforces consumer protection across the country.

When to invoke your consumer rights

You should consider citing the Consumer Protection Act 1999 in these situations: if Preply charges you after you submit a cancellation request, if the company claims you cannot cancel outside a certain window, or if they refuse to refund unused credits. Do not hesitate to mention the Act in support emails. Many companies honour refunds faster when they know you are aware of your legal standing.

Methods to cancel Preply

Preply offers one primary cancellation route: through your account settings on the web browser or mobile app. There is no paper-based or postal cancellation method because Preply operates entirely online.

Web browser cancellation

Cancelling via your web browser is the clearest method because you can see your subscription details on a larger screen and take screenshots for your records.

Mobile app cancellation

If you use the Preply app on iOS or Android, you can cancel directly from the app menu. The steps are similar to the web method but condensed for mobile navigation.

Step-by-step: how to cancel Preply on web

Follow these steps exactly to cancel your Preply tutor subscription and stop the 28-day billing cycle.

Before you cancel: three essential checks

Stop here. Before you touch the cancel button, take three screenshots and make three notes. This protects you if Preply charges you after cancellation or if you need to escalate to KPDNHEP or Stopee for help.

• Screenshot your subscription page showing tutor name, lesson frequency, and next billing date.
• Screenshot your latest payment confirmation with the amount and date.
• Screenshot your lesson balance or credits, if any remain.
• Write down the exact next billing date in a calendar app.
• Check whether you subscribed via the web, iOS app, or Android app.

Pro tip: If you have prepaid credits or an active lesson balance, note the amount now. You will want to claim a refund for unused lessons after cancellation.

Cancel your subscription via web browser

1. Log into your Preply account at preply.com using your email and password.
   • If you use Google or Facebook login, use those buttons instead.
2. Click on your profile icon in the top right corner of the screen.
   • This opens a dropdown menu.
3. Select "Settings" from the menu.
   • You will be taken to your account settings page.
4. Click on "Subscriptions" in the left-side menu.
   • This shows all active tutor subscriptions on your account.
5. Find the tutor subscription you want to cancel and click "View details" or "Manage".
   • This opens the individual subscription page.
6. Scroll down and click the "Cancel subscription" button.
   • Preply will ask you to confirm and may ask for a reason.
7. Select a reason from the dropdown list (for example, "Cost too high" or "Found another tutor").
   • This is optional feedback, but completing it can help Preply improve.
8. Click "Yes, cancel my subscription" to confirm.
   • You will see a confirmation message saying the subscription is cancelled.
9. Screenshot the confirmation page showing the cancellation date and time.
   • Save this as proof for your records and for Stopee if you need support later.

Warning: Cancellation is effective immediately, but the lesson you have booked for the current 28-day cycle will still take place. You are not charged for a new 28-day cycle, but you must attend or reschedule the lesson already scheduled. If you want to cancel a booked lesson itself, follow the single-lesson cancellation process below.

Cancel a single lesson (not the whole subscription)

If you want to keep your subscription but cancel just one lesson, follow this shorter process.

1. Log into Preply and go to "My lessons".
   • You will see all your upcoming lessons with your tutor.
2. Find the lesson you want to cancel and click the three-dot menu next to it.
   • A small menu will appear.
3. Click "Cancel lesson".
   • Preply will remind you of the 12-hour cancellation rule.
4. Select a reason and write a short message to your tutor (optional but polite).
   • Tutors appreciate knowing why you cancelled.
5. Click "Confirm cancellation".
   • You will see a confirmation message.

Important: The 12-hour rule is strict. If you cancel more than 12 hours before the lesson, your lesson credit returns to your balance and you are not charged. If you cancel less than 12 hours before, the tutor keeps the slot and the charge stands because Preply considers the lesson reserved.

Cancel Preply via mobile app

If you use the iOS or Android app, the cancellation process is slightly different but achieves the same result.

IOS app cancellation steps

1. Open the Preply app and tap your profile icon at the bottom right.
   • This takes you to your account menu.
2. Tap "Settings" (the gear icon).
   • Your settings page opens.
3. Scroll down and tap "Subscriptions".
   • You will see a list of active tutor subscriptions.
4. Tap the tutor subscription you want to cancel.
   • The subscription details page opens.
5. Tap "Cancel subscription" at the bottom of the page.
   • Preply will ask you to confirm.
6. Tap "Yes, cancel" to confirm.
   • You will see a cancellation confirmation.
7. Take a screenshot of the confirmation screen and save it.
   • This proves to Preply or KPDNHEP that you cancelled on this date and time.

Android app cancellation steps

1. Open the Preply app and tap the menu icon (three horizontal lines) at the bottom right.
   • This opens your navigation menu.
2. Tap "My account" or your profile name.
   • You are taken to your account page.
3. Tap "Settings".
   • Your settings page opens.
4. Tap "Subscriptions".
   • You will see all active subscriptions.
5. Find the tutor subscription to cancel and tap it.
   • The subscription details open.
6. Tap "Cancel subscription".
   • Preply asks for confirmation.
7. Tap "Yes, cancel" to complete.
   • A confirmation message appears.
8. Screenshot the confirmation and save it to your phone storage or cloud.
   • You can use this as evidence if you need to contact support or escalate to Stopee.

Pro tip: Mobile app cancellations are processed instantly, just like web cancellations. If you see a confirmation message, your subscription is cancelled and no new 28-day cycle will begin.

What happens after you cancel Preply

Cancellation is immediate, but understanding what comes next protects you from unexpected charges and helps you recover any money still owed to you.

Your subscription stops, but your current cycle continues

When you cancel, Preply stops billing you for future 28-day cycles. However, any lessons you have already booked in your current 28-day cycle will still run unless you reschedule or cancel them individually. This is important: cancellation does not wipe out your scheduled lessons, it only stops the automatic renewal.

If you are cancelling because of financial hardship or a change in plans, contact your tutor directly through Preply's messaging system and explain your situation. Many tutors are willing to reschedule lessons or adjust the frequency without penalty.

Check your next billing date

After you cancel, log back into your Preply account and return to the Subscriptions page. Verify that the subscription no longer appears in your list or is marked as "Cancelled". If the subscription still shows as active after 24 hours, take a screenshot and email [email protected] with the subject line "Cancellation Confirmation Required" and attach your screenshot. Include the date and time you cancelled and ask them to confirm the cancellation in writing.

Request a refund for unused lessons or credits

If you have prepaid credits or lessons remaining in your current 28-day cycle, you have the right to request a refund under the Consumer Protection Act 1999. Email [email protected] and state clearly: "I have cancelled my subscription effective [date]. I have [X] unused lesson credits remaining. I request a full refund for these unused lessons to my original payment method within 14 days."

Preply typically processes refunds within 5 to 10 business days to your original card or payment method. If a refund does not appear after 14 days, contact your bank or card issuer and report the transaction. At Stopee, we have helped thousands of consumers recover refunds by following this exact process and citing consumer protection law.

Understanding preply's pricing in malaysia

Preply's pricing varies by tutor because each tutor sets their own hourly rate. Knowing the cost structure helps you decide whether to cancel and supports your refund claim.

How Preply charges you

Warning: Preply does not refund fees for lessons you have already taken or attended. Your refund applies only to lessons in your current 28-day cycle that you have not yet attended.

Common reasons to cancel Preply

Understanding why users cancel helps you decide if cancellation is right for you or if another solution exists.

Cost concerns

If your tutor's rate is higher than you expected or your circumstances have changed, the 28-day cost can feel sudden. Before cancelling, try negotiating with your tutor. Many tutors offer discounted rates for multi-week commitments or will adjust your lesson frequency. You can message your tutor directly in Preply to discuss this without involving customer support.

Tutor personality or method mismatch

If you and your tutor are not a good fit, cancelling is reasonable. However, Preply's refund policy allows you to keep your current lesson balance and try a different tutor instead. You do not have to cancel the entire subscription; you can pause the current tutor and book with another.

Lack of visible progress

Language learning takes time, but if you are not seeing improvement after several lessons, the issue might be the teaching method, your own consistency, or an unrealistic timeline. Before cancelling, have a conversation with your tutor about your goals and pace. Many tutors adjust their approach if they understand your concerns.

Financial hardship

If you cannot afford the subscription, tell Preply support. They sometimes offer temporary payment plans or can help you find a lower-cost tutor. Stopee recommends being honest with support before cancelling; many companies are willing to work with you.

Common mistakes when cancelling Preply

Cancellation seems straightforward, but small errors can leave you vulnerable to surprise charges or missed refunds. We see these mistakes repeatedly.

Mistake 1: confusing lesson cancellation with subscription cancellation

The single biggest error is cancelling one lesson and assuming the entire subscription is gone. Cancelling a lesson removes it from your calendar but does not stop the 28-day billing cycle. If you want to stop paying altogether, you must go to Settings > Subscriptions and cancel the subscription itself.

Mistake 2: forgetting the 12-hour cancellation window

If you cancel a lesson less than 12 hours before it starts, you lose the credit and the tutor is paid. Plan your cancellations with this window in mind. Set a phone reminder 13 hours before each lesson if you think you might need to cancel.

Mistake 3: not taking screenshots before cancelling

If Preply charges you after you cancel, or if support denies you cancelled, screenshots prove otherwise. Without evidence, Preply can claim they have no record of your cancellation. Always screenshot the confirmation message, the subscription page before cancellation, and your next billing date.

Mistake 4: not requesting a refund for unused lessons

Many people cancel and assume they are done. They do not realize they have the right to request a refund for unused lesson credits. Under the Consumer Protection Act 1999, Preply must refund prepaid services you have not received. Email support and ask for this explicitly.

Mistake 5: cancelling through the app and then the web, or vice versa

If you cancel on the mobile app and then see the subscription still listed on the web, do not cancel again. Preply's systems sync, but it can take a few hours. Wait 24 hours and check again. Double-cancelling the same subscription can confuse Preply's support team and delay your refund.

When to escalate beyond Preply support

If Preply refuses to process your cancellation, denies you a refund, or continues to charge you after you cancel, you have recourse beyond customer service.

Step 1: document everything

Keep every email, screenshot, confirmation message, and payment record. Export your email thread with Preply support to a PDF file. If Preply has not responded to your refund request within 14 days of cancellation, move to Step 2.

Step 2: invoke the consumer protection act 1999

Send a formal letter to Preply's support email ([email protected]) with the subject: "Formal Consumer Complaint Under Consumer Protection Act 1999". State the date you cancelled, the amount owed, and the date by which you expect a refund. Include all screenshots and email evidence as attachments. Set a 14-day deadline for response.

Step 3: contact KPDNHEP if Preply ignores you

If Preply does not refund or respond within 14 days, lodge a formal complaint with the Ministry of Domestic Trade and Cost of Living (KPDNHEP) online at kpdnhep.gov.my. You will need your email evidence and screenshots. KPDNHEP handles consumer disputes and can compel Preply to issue a refund if your case is valid.

Step 4: report the issue to stopee

Stopee tracks patterns of consumer complaints against online services. If you have had trouble cancelling Preply, report it to Stopee at stopee.com. Your experience helps other Malaysian consumers understand the real cancellation process and pressure companies to improve. Stopee also maintains a public record of which services make cancellation difficult, and this record influences consumer decisions.

Preply cancellation checklist

Use this checklist to ensure you have covered every step before, during, and after cancellation.

Reviews and consumer sentiment on Preply cancellations

Malaysian users and international consumers report mixed experiences with Preply cancellations. Most praise the simplicity of the digital cancellation process, but some mention surprise charges and slow refund processing.

What users say works well

Users appreciate that cancellation is instant and does not require a phone call or postal form. The 28-day cycle is transparent once you understand it. Refunds for unused lessons are usually processed within 5 to 10 business days. Many users successfully reuse their lesson credits by switching tutors instead of cancelling entirely.

Common complaints

The most common complaint is that users do not realize they are entering a subscription until the second charge arrives. The second issue is surprise charges appearing after the user thought they had cancelled. A third concern is that Preply customer support is slow to respond to cancellation requests sent via email, though live chat is faster.

Why stopee recommends clear documentation

Because of these patterns, Stopee strongly recommends taking screenshots at every step. The clearer your documentation, the faster Preply resolves refund disputes. Many of the complaints we receive from users stem from lack of evidence, not from Preply's refusal to refund.

Contact Preply and escalation addresses

Preply has no physical office in Malaysia, but you can reach the company through these channels.

Preply customer support

Email: [email protected]

Live chat: Click the blue question mark icon in the bottom right corner of preply.com or the app.

Response time: Live chat is usually answered within hours. Email support can take 24 to 48 hours.

If Preply does not help

Malaysia Ministry of Domestic Trade and Cost of Living (KPDNHEP)

Website: kpdnhep.gov.my

Online complaint form: Available through the website

This is your recourse if Preply violates the Consumer Protection Act 1999 or refuses to process your cancellation.

How stopee can help

If you have cancelled Preply and experienced problems, report it to Stopee at stopee.com. Stopee has helped thousands of consumers cancel unwanted subscriptions and recover lost refunds by providing evidence-backed guidance and escalation support. Your report strengthens the case for consumer-friendly cancellation policies across Malaysia.

Conclusion: take action now

Cancelling Preply is simple if you follow the steps in this guide. The key is preparation: take your screenshots before you cancel, verify the cancellation within 24 hours, and request a refund for unused lessons within 14 days. If Preply tries to charge you after cancellation or refuses your refund request, the Consumer Protection Act 1999 is on your side.

Do not leave money on the table. Many users forget to request refunds and lose their prepaid lesson credits entirely. Do not assume that one cancellation action completes the job; verify it yourself and follow up with support in writing.

Stopee has helped thousands of consumers cancel subscriptions, recover refunds, and stand up to companies that ignore cancellation requests. If Preply gives you trouble, visit Stopee and use our escalation guidance. Your experience matters, and Stopee is here to ensure you get the outcome you deserve.