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How to cancel Superprof in malaysia and keep your money safe

Understanding Superprof and why you might want to leave

Superprof is a Paris-based online tutoring marketplace that connects Malaysian students with tutors across subjects, languages, music, and professional skills. The platform operates under French law, which means your cancellation rights are shaped by both Superprof's terms and Malaysian consumer protection law. Understanding what you are actually paying for is the first step toward cancelling without frustration.

What Superprof actually charges you

Here is where confusion starts for most users: Superprof charges two separate fees. First, there is the Student Pass, a recurring subscription that gives you access to contact and message tutors, send lesson requests, and use the platform's messaging features. Second, individual tutors set their own lesson fees on top of that pass. Many students assume they are only paying per lesson, then discover the pass renews automatically each month.

The Student Pass in Malaysia is advertised at RM39 per month according to local pricing pages, though verified checkout data sometimes shows higher amounts depending on your payment method and currency conversion. The exact amount you see in your checkout screen on subscription day is what matters most. Payment methods include credit card and PayPal, but Superprof offers limited support: no published phone number, no live chat, and no fixed support hours. This limited support structure is why cancellations often feel unclear and frustrating.

Why malaysian users cancel Superprof

You might cancel for several reasons: you found a better tutor elsewhere, the Student Pass feels too expensive for occasional use, you booked lessons but the tutor never confirmed, or you simply want to pause learning for a season. Whatever your reason, Stopee empowers you to understand your cancellation rights before you submit a request. Some users cancel because they did not realise the pass was recurring. Others cancel because they want to switch tutors without paying for a new pass. Understanding your own reason helps you navigate the process faster.

Your consumer rights when cancelling Superprof in malaysia

Malaysia's Consumer Protection Act 1999 gives you specific rights, especially for distance contracts like online tutoring. Stopee reminds you that these rights exist whether Superprof's support team responds quickly or not.

What malaysian law says about cancellation

Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (a contract entered online) within fourteen calendar days of purchase, without giving a reason. This 14-day window applies to your Student Pass subscription. If Superprof does not make their cancellation terms clear at the point of sale, you may have stronger grounds to demand a refund even after 14 days.

Additionally, if Superprof fails to deliver the service as promised, or if the platform becomes unavailable, you have the right to claim a refund under the Consumer Protection Act. If the tutor you booked cancels a lesson within 24 hours, Superprof's compensation policies apply separately from your subscription cancellation rights.

When to involve malaysian consumer authorities

If Superprof refuses to process your cancellation, ignores your cancellation email, or refuses to refund you within 30 days of cancellation, escalate your complaint to the Ministry of Domestic Trade and Cost of Living (KPDNHEP), Malaysia's consumer protection authority. You can lodge a complaint at mycomplaints.MY or contact your local KPDNHEP office. Keep all email correspondence, screenshots of your account, and payment receipts as evidence. Stopee has helped thousands of consumers use consumer law as a refund lever when a company refuses to cooperate.

How to cancel your Superprof subscription step by step

Superprof offers two cancellation methods: direct account cancellation and email support. The account method is faster; the email method is more documented. Most users succeed with the account method if they follow each step carefully.

Cancel through your Superprof account dashboard

This is the quickest direct method. Superprof allows you to suspend or cancel your Student Pass directly from your account settings under the Student Pass tab. Access continues until the end of your current 30-day billing period, meaning you will not lose immediate access but your pass will not renew.

1. Open your web browser and go to superprof.com.my or superprof.co.uk (if you registered there).
2. Log in with your email address and password. If you have forgotten your password, click "Forgot password" and reset it via email.
3. Navigate to your account settings. Look for the profile icon in the top right, then click "Account" or "My account".
4. Find the "Student Pass" section or "Billing" tab. This is where your subscription details appear.
   • If you see a "Suspend" button, click it first to pause the pass. This gives you time to decide.
   • If you see a "Cancel" button, click it to cancel the pass permanently.
5. Read the cancellation confirmation message. Superprof will show you the date your pass expires (usually the end of your current 30-day cycle).
6. Click "Confirm cancellation" or "Yes, cancel my pass". A confirmation message should appear immediately.
7. Take a screenshot of the confirmation message and note the date and time.
8. Check your email inbox for a cancellation confirmation from Superprof. If you do not receive one within 2 hours, contact support (see next method).

Pro tip: Do this step at least 3 days before your next billing date. Superprof usually charges your card 24 to 48 hours before your renewal date, so cancelling early gives you a safety buffer.

Warning: Cancelling your Student Pass does not automatically cancel any active lesson bookings. You must cancel scheduled lessons separately through the lesson page, or contact the tutor directly to let them know you will not be attending.

Cancel by contacting Superprof support directly

If the account method does not work, or if you want a documented cancellation for your records, contact Superprof's support team by email. This method creates a paper trail, which is valuable if a dispute arises later.

1. Open your email client and compose a new message to [email protected]. This is the official Malaysian support address.
2. Write a clear subject line: "Request to cancel Student Pass" or "Cancellation request for [your account email]".
3. In the body of the email, include:
   • Your full name as it appears on your Superprof account
   • Your account email address (the email you use to log in)
   • The date you subscribed to the Student Pass (if you know it)
   • A clear statement: "I request to cancel my Student Pass subscription immediately" or "I request to cancel my Student Pass at the end of the current billing period"
   • Your preferred refund method (original payment method is standard)
4. Send the email and keep a copy in your "Sent" folder.
5. Wait for a reply within 3 to 5 working days. Superprof's Malaysian support team typically responds by email.
6. If you do not receive a response within 7 days, send a follow-up email with the subject "Follow-up: cancellation request".
7. Save all email correspondence in a folder on your computer or print it.

Pro tip: Send cancellation emails on a Tuesday or Wednesday. Requests sent on Fridays or over weekends often get delayed. Use the phrase "I confirm I am requesting cancellation" rather than vague language like "I am thinking about cancelling".

Warning: If you use a free email alias or a temporary email address, set up email forwarding to your main account before sending the cancellation request. Superprof may reply to the address you send from, and you do not want to lose the confirmation.

Refunds and timeline: when your money comes back

Understanding the refund timeline prevents disappointment. Superprof has a specific sequence for refunds, and knowing it helps you know when to follow up.

How long refunds take

Superprof cancels your pass at the end of your current 30-day billing period if you request cancellation mid-cycle. You do not get an immediate prorated refund for unused days within that cycle. If you cancel before your next billing date, you avoid being charged again, which is the main protection the system offers.

If you are entitled to a refund under the 14-day Consumer Protection Act 1999 window, or if Superprof failed to deliver the service, the refund timeline is different. Superprof should process refunds to your original payment method within 14 to 21 working days. Credit card refunds typically appear within 7 to 14 days; PayPal refunds within 3 to 5 days. Bank transfers can take longer depending on your bank.

If your refund does not appear within 21 days of cancellation, email [email protected] again with the subject "Refund status: [your account email]". Include your cancellation confirmation date and your original payment reference number.

When you are not entitled to a refund

Superprof does not offer prorated refunds if you cancel mid-cycle. If you cancel on day 15 of a 30-day pass, you have already paid for the full month and Superprof treats the payment as final. You simply stop paying next month. This is a key reason Stopee advises cancelling at least 3 days before your next billing date: you avoid an unwanted charge rather than chasing a refund.

If you used the Student Pass to contact tutors and send multiple lesson requests, Superprof considers the pass "consumed" and may refuse a refund even within 14 days. However, if you never used the pass or received no responses from tutors, you have a stronger claim for a refund under the Consumer Protection Act 1999.

Common mistakes that delay or block your cancellation

Cancellations often go wrong not because of Superprof, but because of small mistakes you make at the start. These errors are frustrating and preventable.

Mistake 1: cancelling too close to your billing date

If your pass renews on the 20th of each month and you cancel on the 19th, Superprof's system may still charge you for the next cycle because the renewal triggers automatically before your cancellation processes. Always cancel at least 3 days before your billing date. Check your account settings to confirm the exact billing date (usually shown in the Student Pass tab).

Mistake 2: confusing lesson cancellation with pass cancellation

Cancelling a single lesson is not the same as cancelling your Student Pass. If you cancel a lesson but leave your pass active, you will still be charged for the pass next month. Always explicitly cancel the pass itself, not just the lessons. The pass is the recurring charge; lessons are optional bookings on top of it.

Mistake 3: not saving proof of cancellation

If you cancel through your account and do not receive an email confirmation, take a screenshot of the account dashboard showing "Pass cancelled" or "No active pass". If a dispute arises later, this screenshot is your evidence. Stopee strongly recommends saving proof from both methods: a dashboard screenshot and an email confirmation.

Mistake 4: cancelling only on PayPal or only on Superprof

If you linked your Superprof account to PayPal for payments, cancelling the Superprof subscription does not automatically stop PayPal authorising future payments. Log into your PayPal account, go to "Settings" > "Payments" > "Manage automatic payments", and cancel the Superprof billing agreement there too. This double-stop prevents accidental charges.

Mistake 5: expecting instant access loss

When you cancel your Student Pass, Superprof does not immediately lock your account. You keep access until the end of your current billing cycle. This is by design, but it confuses users who think cancellation means instant logout. Understand that you lose access only at the end of your paid period, not at the moment you click "cancel".

What happens after your cancellation takes effect

Cancelling feels uncertain because the steps after submission are not always clear. Knowing what to expect next helps you avoid panic or second-guessing.

Access and notifications after cancellation

Once your Student Pass expires at the end of your current billing cycle, you lose the ability to contact new tutors or send new lesson requests. However, you can still view your message history with tutors and see lessons you have already booked. If you have a lesson scheduled on the day your pass expires, that lesson proceeds normally; the tutor can still message you about it.

Superprof does not send automatic notifications when your pass reaches its expiration date. Set a calendar reminder for the day after your paid period ends so you can confirm the pass is no longer active. Log into your account and check the Student Pass tab. If it says "No active pass" or "Upgrade to Student Pass", the cancellation worked.

Reactivating if you change your mind

If you cancel but then decide you want to contact tutors again, you can reactivate your Student Pass at any time by clicking "Upgrade" or "Buy Student Pass" in your account settings. You will pay the current monthly rate, not the rate you paid before. There is no penalty for reactivating, but there is also no "loyalty discount" for returning users.

Superprof pricing and what you are paying for

Clarity on pricing helps you decide whether cancellation makes sense for your budget. Here is what Stopee found across Malaysian pricing sources.

Important: The exact amount you pay depends on your original payment currency and your card's exchange rate. Always check your checkout screen on the day you subscribe to confirm the actual MYR charge. The RM39 figure is Superprof's advertised Malaysian rate, but currency conversion and payment processor fees can raise the final amount.

Checklist before and after cancellation

Use this checklist to make sure you complete every step and do not overlook anything important.

Why stopee recommends acting now

If you are ready to cancel, do not delay. Superprof charges the day before or the day of your renewal date, and recovering money after an unwanted charge is slower than preventing the charge in the first place. Stopee has helped thousands of consumers cancel subscriptions before the next billing cycle hits, saving money and frustration.

The cancellation process itself is straightforward if you follow the steps in order. The real challenge is acting within the right time window. Mark your calendar for 3 days before your billing date. At that point, open your account, navigate to the Student Pass section, and click cancel or suspend. If you prefer documented proof, email [email protected] the same day.

Final step: If Superprof charges you after cancellation, or if your refund does not arrive, escalate to KPDNHEP (Malaysia's consumer protection authority) with your cancellation confirmation and payment records. Stopee reminds you that you have legal rights under the Consumer Protection Act 1999, and companies are required to respect those rights even when support teams are slow to respond.

Contact Superprof malaysia customer support

Use this contact information if you need to cancel by email or escalate a refund issue.

Email: [email protected]

Expected response time: 3 to 7 working days

Escalation (if no response): Ministry of Domestic Trade and Cost of Living (KPDNHEP), mycomplaints.MY or your local KPDNHEP office

Superprof does not publish a phone number or live chat for Malaysia. Email is your primary contact method. Keep all correspondence in one folder and reference your account email address and the date of your original request in every follow-up.