Manage Roman

How to cancel Roman in malaysia: your step-by-step guide to stop recurring charges

What is Roman, and why cancellation matters for malaysian users

Roman (also branded as Ro or Ro Health) is a US-based telehealth service that specializes in men's health treatments, including erectile dysfunction, hair loss, weight management, and online prescription support. The service operates entirely online, which means Malaysian users sign up through the same platform as US customers, but support resources are limited for your region. This mismatch creates real friction when you need to cancel.

The core issue: Roman's help centre and cancellation guidance are published on US-facing pages, with support hours running Monday to Friday, 8:30 AM to 4:30 PM Central Time (CT). When you're in Malaysia, that time zone difference can mean slow email responses during your daytime hours. Pro tip: always note the exact date and time you submit a cancellation request, and follow up in writing if you don't hear back within 48 hours.

At Stopee, we've helped thousands of consumers navigate telehealth cancellations, and Roman users consistently report confusion about which channel they subscribed through and whether cancellation will stick. This guide walks you through every step, warning, and insider move to ensure your account closes and charges stop.

Why people cancel Roman: common reasons and your options

Most Malaysian users cancel Roman for one of three reasons: the treatment didn't work as expected, the cost added up faster than anticipated, or they found a local alternative. Some discover they were never eligible for service in Malaysia in the first place, and the subscription continued billing anyway. Others simply changed their mind after the first month.

Whatever your reason, you have rights. Malaysian consumer law, under the Consumer Protection Act 1999, gives you the right to cancel within 14 days of purchase if you ordered online, provided you haven't already used the service. After 14 days, cancellation becomes a contractual matter, but you can still demand written proof that recurring billing has stopped.

What you're actually paying for: subscriptions versus one-time purchases

Roman's pricing structure is not always transparent at checkout. Some users pay for a single consultation and prescription, while others enter an ongoing subscription plan. The most commonly reported recurring charge is the Romantasy Book-Only Subscription at approximately RM137 (USD $29) per month. Treatment plans, however, vary widely and may not be clearly labelled as "subscription" during purchase.

This matters enormously for cancellation because the process differs depending on how you paid. Warning: if you subscribed through Apple App Store or Google Play, you must cancel through those stores, not through Roman's website. Many users only cancel on the Roman website and wake up shocked to find the charge still appears on their statement.

Your consumer rights under malaysian law

The consumer protection act 1999 protects your right to cancel

Malaysia's Consumer Protection Act 1999 explicitly allows you to cancel a distance contract (including online purchases) within 14 calendar days of receipt, provided you have not yet consumed the service. In Roman's case, "consumption" typically means completing the first prescription or health consultation.

If you cancel within 14 days without using the service, Roman must refund your full payment. If you've already used the service, cancellation becomes a matter of stopping future charges, not recovering past ones. The 14-day window is absolute and does not extend based on email delays or customer service responsiveness.

Your right to demand proof of cancellation

Under the same Act, Roman must honour your cancellation request and provide written evidence that it has taken effect. Email confirmation alone is not enough; you should request a cancellation reference number and a final billing statement showing no further charges are scheduled. Keep every email exchange and screenshot. If Roman refuses to provide written proof or continues billing after you cancel, you have grounds to escalate to the Ministry of Domestic Trade and Cost of Living (MDTCCL), which enforces consumer protection in Malaysia.

How to cancel Roman: complete step-by-step instructions

Step 1: identify where you subscribed before you contact Roman

Your cancellation route depends entirely on where you signed up. Roman subscriptions can originate from three channels: the Roman website directly, Apple App Store, or Google Play. If you cancel in the wrong place, the charges keep flowing. Take 10 minutes now to search your email for receipts from Roman, Apple, or Google Play.

1. Search your email inbox for "Roman", "Ro Health", "[email protected]", and "App Store receipt".
2. Check your payment statements (credit card or bank app) to see whether charges came from "Roman", "RO INC", "Stripe", or "Apple/Google".
3. If you have an Apple or Google receipt, note the exact date and amount.
4. Open your Roman account (if you can log in) and take a screenshot of your current plan, next billing date, and any active orders.

Pro tip: if you've forgotten your Roman login, email [email protected] immediately asking for a password reset link, then take a screenshot of your account details before you cancel. This proof is essential if a charge appears after cancellation.

Step 2: cancel direct website subscriptions through Roman customer service

If you signed up directly on the Roman website (not through an app store), you must contact Roman's customer service team to cancel. Roman does not offer a self-service cancellation button on the website; all cancellations go through support.

1. Visit the Roman help centre at care.getroman.com and locate the live chat widget (typically in the bottom right corner of the page).
2. Click "Start a conversation" and explain that you want to cancel your subscription. Provide your account email address and next billing date.
3. Alternatively, email [email protected] with the subject line "Cancellation request" and include your account email, full name, and the date you want the cancellation to take effect.
4. Keep the live chat transcript or email confirmation in a safe folder. Screenshot it, or forward it to yourself, in case the link expires.
5. Within 24 to 48 hours, Roman should reply confirming the cancellation and providing a reference number.
6. Ask for written confirmation that no further charges are scheduled, and request a final invoice showing your account balance.
7. Wait 5 to 7 business days, then check your bank or card statement to verify no new charge appears on your next billing date.

Warning: email responses can be slow if you send your request during Malaysian business hours, because Roman's support team works on US Central Time. Send your email in the late evening (Malaysian time) to land in their morning queue, or use live chat if it's available during your timezone.

Step 3: cancel app store or google play subscriptions separately

If you subscribed through Apple App Store or Google Play, you cannot cancel through Roman's website. You must cancel directly with Apple or Google, or the charge will persist even if you delete the app.

For apple app store (iPhone or iPad):

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen, then select "Subscriptions".
3. Find and tap the Roman subscription (it may be listed under "Ro Health" or similar).
4. Tap "Cancel Subscription".
5. Follow the on-screen prompts to confirm cancellation. Apple will show your refund eligibility.
6. Take a screenshot showing the subscription status as "Cancelled".

For google play (Android):

1. Open the Google Play Store app and tap your profile icon (top right).
2. Go to "Payments and subscriptions", then "Subscriptions".
3. Tap the Roman subscription and select "Cancel subscription".
4. Choose your cancellation reason (optional but helpful for feedback).
5. Confirm the cancellation. Google will display your end date.
6. Screenshot the confirmation screen.

Pro tip: even after you cancel with Apple or Google, send a follow-up email to [email protected] stating: "I have cancelled my subscription through [App Store / Google Play] on [date]. Please confirm you have deactivated my account on your end to prevent any future charges." This creates a paper trail if you need to dispute a charge later.

Refunds, billing deadlines, and what to expect after cancellation

Refund eligibility depends on timing and whether you used the service

Roman's refund policy aligns with the Consumer Protection Act 1999. If you cancel within 14 days of purchase and have not used the service (i.e., no prescription filled, no consultation completed), you are entitled to a full refund. Roman typically processes refunds to your original payment method within 5 to 10 business days.

If you cancel after 14 days or after using the service, you forfeit the payment for that billing cycle. However, Roman must stop charging you from the next billing date onwards. Warning: do not assume the charge has stopped just because you cancelled. Monitor your account for 30 days after the cancellation date to ensure no surprise charges appear.

Your next billing date and how to verify cancellation worked

Roman's billing cycle typically renews on the same date each month. For example, if you subscribed on the 15th, charges recur on the 15th of every month. When you cancel, always ask Roman for your "final billing date" or "cancellation effective date". This date should match your last charge.

1. Note the date Roman confirms your cancellation.
2. Count forward to your next scheduled billing date.
3. On that date, check your bank or credit card statement.
4. If no new charge appears within 24 hours, the cancellation worked.
5. If a charge does appear, email [email protected] immediately with screenshots of the cancellation confirmation and the unexpected charge.
6. Request a refund for the erroneous charge, citing the cancellation confirmation as proof.

At Stopee, we recommend setting a calendar reminder for your original billing date plus one day. This five-minute check can save you RM100 or more in unintended charges.

Common mistakes that trap malaysian users in Roman subscriptions

The app-store trap: cancelling on the website when you subscribed through the app

Cancellation failures hurt. The single most common mistake we see is users contacting Roman to cancel, receiving confirmation, and then discovering the charge still appears because they subscribed through Apple or Google. Roman's website cancellation does not reach the app stores, so the billing relationship remains active.

Prevent this by checking your email receipt now. If it came from Apple or Google, skip Roman entirely and cancel directly with the store. If Roman says they've cancelled your account but you're still seeing charges, respond immediately by cancelling with your app store too, then forwarding both cancellation confirmations to [email protected] as proof.

Not taking screenshots or saving confirmation numbers

Roman's support can be slow during Malaysian timezones, and customer service representatives occasionally mark tickets as resolved before the system actually stops billing. Without a saved email or screenshot showing your cancellation reference number and the exact date, you cannot escalate the charge dispute later.

Every time Roman confirms a cancellation, forward that email to yourself or another account, take a screenshot, and save it to a folder labelled "Roman Cancellation". Do this before you log out of Roman's website or close the live chat. If a charge appears after cancellation, you'll have undeniable proof of your request.

Cancelling too close to the billing date

If your billing date is in two days and you request cancellation today, Roman may not process it in time. Many subscription systems charge first, then process cancellations for the next cycle. To be safe, cancel at least 3 to 5 business days before your next billing date. Check your account for the exact billing date and count backwards.

What happens after your Roman cancellation

Your access and what you can still do

Once Roman confirms your cancellation, your account typically remains visible for 30 to 90 days, but you cannot place new orders or refill prescriptions. Existing prescriptions already filled will not be affected; Roman simply stops the subscription renewal process. If you had an active prescription order in transit, contact Roman to confirm whether it will still arrive or be cancelled.

Do not delete the Roman app immediately after cancellation. Keep it installed for at least 30 days so you can access your prescription history if needed, and so you can take screenshots if any unexpected charge appears.

Keeping records and escalating if charges continue

After your cancellation date passes, keep all confirmation emails indefinitely. If an erroneous charge appears six months later, you'll need that original cancellation confirmation to dispute it with your bank. Most payment processors (Visa, Mastercard, bank apps) allow you to dispute charges up to 120 days after they appear on your statement.

If Roman continues to bill you after you've cancelled, follow this sequence:

1. Send a second email to [email protected] with the subject "Unresolved cancellation: unauthorized charge on [date]". Attach your original cancellation confirmation and the unexpected charge screenshot.
2. Request an immediate refund and ask for written proof that your account is now deactivated.
3. Allow 5 business days for a response.
4. If Roman does not respond or refuses the refund, contact your bank or credit card issuer and file a dispute. Provide all Roman correspondence and cancellation proofs.
5. You can also lodge a complaint with the Ministry of Domestic Trade and Cost of Living (MDTCCL) at 1-800-80-2000 or online at konsumer.gov.my, citing the Consumer Protection Act 1999.

Pro tip: most banks in Malaysia can reverse unauthorized charges within 90 days if you provide evidence of a cancellation request. You don't have to accept the charge; escalating is your right.

Roman cancellation checklist for malaysian users

Pricing and plan comparison for Roman

Prices listed are approximate in Malaysian Ringgit (MYR) and may fluctuate based on currency exchange rates. Roman does not publish a Malaysia-specific pricing page, so amounts may vary slightly.

Why you might keep your Roman subscription (or switch instead)

Reasons to stay: when Roman makes sense for malaysian users

Roman works well for users who need ongoing prescription management and prefer not to visit a physical clinic. The convenience factor appeals to those with busy schedules or in areas with limited healthcare options. If your treatment is working and the cost fits your budget, there's no reason to cancel.

The telehealth model also provides privacy and discretion, which matters to many users. Roman's consultations are entirely online, and prescriptions arrive by post without visible branding. If these benefits align with your needs, keeping the subscription may be the right choice.

Reasons to cancel: when it's time to move on

The most common reasons to cancel are: the treatment didn't deliver expected results, the recurring cost became unmanageable, or you found a local Malaysian telehealth provider with better customer service. Some users also discover that Roman's service availability or prescription options are limited for Malaysia, making the subscription less useful over time.

If you're cancelling because of poor service or unresolved issues, don't hesitate to file a complaint with the MDTCCL after cancellation. Consumer feedback shapes how companies operate in Malaysia.

How stopee can help you stay ahead

Subscription cancellations don't have to be stressful. At Stopee, we specialize in guiding Malaysian users through every cancellation scenario, from healthcare services like Roman to streaming subscriptions and software trials. Our guides cover the exact steps, timelines, and consumer rights you need to know.

If you're unsure whether you've cancelled correctly, if a charge appears after cancellation, or if you're dealing with multiple subscriptions, Stopee is your resource. We've helped thousands of consumers cancel Roman and dozens of other services, and our guides are updated regularly to reflect the latest processes and legal changes.

Bookmark Stopee (stopee.com) in your browser. The next time you need to cancel a subscription, our step-by-step guides and consumer law references will be there to protect you. Empowerment starts with knowing your rights and having a clear plan, and that's exactly what Stopee delivers.

How to contact Roman if cancellation fails

Roman customer service details for malaysian users

If you cannot reach Roman through their live chat or email, or if your cancellation is not processed within 48 hours, use these contact methods:

• Email: [email protected] (response time 24-72 hours, may be slower during Malaysian daytime)
• Live chat: care.getroman.com (available during US business hours, 8:30 AM to 4:30 PM CT, Monday to Friday)
• Mailing address: Roman Inc., 472 Brighton Drive, Bloomingdale, Illinois 60108, USA (for formal written requests)
• Escalation: if Roman does not respond, lodge a complaint with the Ministry of Domestic Trade and Cost of Living at konsumer.gov.my or call 1-800-80-2000

Warning: Roman does not maintain a Malaysia-specific support address or local phone number. All contact is handled via US-based channels, which explains the timezone delays many Malaysian users experience.

For formal complaints about recurring billing or service failures, reference the Consumer Protection Act 1999 (Act 599) in your letter to Roman. This signals that you understand your rights and are prepared to escalate if necessary. Most companies respond more quickly to formal complaints that cite consumer protection legislation.

Your cancellation journey ends here, but your consumer rights never expire. Whether you're dealing with Roman today or a different subscription service tomorrow, remember: you have the power to cancel, demand refunds within the law, and escalate to authorities if a company refuses to honour your request. Stopee is here to support you every step of the way, ensuring you're never trapped by a subscription you don't want or can't afford.