Manage Delighted

How to cancel Delighted and stop survey charges in malaysia

What Delighted is and why you might need to cancel

Delighted was a customer feedback and survey platform that allowed businesses to collect responses via email, web, SMS, and in-product surveys. The service operated as a Software as a Service (SaaS) product and later became part of Qualtrics, a larger experience management company. If you signed up for Delighted to run customer satisfaction surveys or collect feedback, you were likely paying a monthly subscription based on the number of responses you could collect each month.

Here is the critical fact for Malaysian users: Delighted has been sunset, meaning the service ceased operations around mid-2026. According to the official Delighted Sunset FAQ, annual subscriptions were discontinued from 1 July 2025, and all customers were moved to monthly billing. This matters significantly if you are still being charged, have outstanding invoices, or need to export your survey data before access disappears completely.

Main features you were paying for

Delighted charged users based on survey volume and features, not a flat rate. Your monthly cost covered the ability to send surveys to a set number of respondents, access to customer satisfaction analytics, workflow automation, and reporting dashboards. Unlike simple form tools, Delighted billed for recurring survey operations, which meant charges could stack up month after month if you forgot to cancel or were unaware of your subscription status.

This is why cancellation matters urgently in Malaysia. If your business no longer needs customer feedback surveys, or if you have moved to a competitor tool like Typeform, Qualtrics, or SurveySparrow, you should stop billing immediately. Stopee has helped thousands of consumers cancel unwanted SaaS subscriptions and recover overbilled charges, and the same principles apply here.

Pricing, billing, and malaysia-specific details

Delighted did not publish Malaysia-specific ringgit pricing publicly, but monthly plans ranged from approximately USD 25 (around RM118) for 100 monthly responses up to USD 249 (around RM1,175) for 10,000 responses. Your exact charge depended on the plan tier you selected at signup. Delighted's terms were governed by United States law, not Malaysian Consumer Protection Act 1999, which creates an important consideration for dispute resolution if you believe you were incorrectly charged.

Support was available only via email at [email protected]. There was no Malaysia-based phone support, no live chat, and no Malaysian office address. For billing disputes or if you cannot cancel through your account, you will need to email support or escalate through Malaysian consumer protection authorities. At Stopee, we recommend gathering all documentation before contacting support, which we cover in detail in the sections below.

Your consumer rights in malaysia when cancelling Delighted

Malaysian consumers have specific legal protections when cancelling subscriptions and managing recurring charges. Understanding these rights strengthens your position if Delighted refuses to cancel your account or continues charging after you request cancellation.

Consumer protection act 1999 and recurring billing

Under the Consumer Protection Act 1999, you have the right to cancel a subscription contract without penalty, provided you do so within a reasonable timeframe and the service terms clearly state your cancellation rights. The Act also protects you against unfair contract terms and misleading billing practices. If Delighted does not make cancellation obvious or continues charging after you submit a cancellation request, that may breach your consumer rights.

Crucially, if Delighted charged your payment card without your explicit consent after you cancelled, that constitutes unauthorized billing. Malaysian law allows you to dispute such charges with your bank under the Banking Services Act. Stopee advises documenting all cancellation attempts, including screenshots of your account status, emails to support, and bank statements showing unwanted charges. This evidence is essential if you need to escalate to the Ministry of Domestic Trade and Cost of Living (KPDN) or the Telecommunications and Multimedia Media Authority (TTPM).

Escalation points if Delighted refuses to cancel

If Delighted does not respond to your cancellation request within 14 days, or if charges continue after cancellation, you have formal escalation options in Malaysia:

• Bank dispute: Contact your bank or credit card issuer and request a chargeback for unauthorized or disputed recurring charges. Provide your cancellation evidence.
• KPDN complaint: File a formal complaint with the Ministry of Domestic Trade and Cost of Living at www.kpdn.gov.my or call 1-800-88-5436 (toll-free).
• Bank Negara Malaysia: If the issue involves payment processing, escalate to Bank Negara's consumer complaints channel.
• Small Claims Tribunal: For amounts under RM5,000, you may file a claim at your local Small Claims Tribunal without legal representation.

Stopee recommends keeping these contacts saved while you attempt cancellation. Most subscription companies cancel immediately once they understand you know your rights and have documented everything properly.

Methods to cancel Delighted and stop billing

You have two primary ways to cancel Delighted: through your online account or by emailing support directly. Given that Delighted has been sunset, the self-service method may no longer be fully functional, making email your most reliable option.

Cancellation method 1: self-service through your Delighted account

If your Delighted account is still accessible and the platform remains partially operational, you can attempt to cancel through the account settings. This is the fastest method and generates an immediate cancellation confirmation.

1. Visit app.delighted.com and log in with your account credentials (email and password).
   • If you have forgotten your password, click "Forgot password?" and follow the reset email sent to your registered address.
   • If two-factor authentication is enabled, you will receive a code via SMS or authenticator app. Enter this code to proceed.
2. Navigate to your account settings. Look for "Account," "Settings," or "Plans and Billing" in the main menu.
   • This is typically located in the top right corner of the dashboard or in a left sidebar.
3. Click on "Plans and Billing" or "Subscription" to view your current plan.
   • You should see your plan name, monthly cost, and renewal date displayed here.
4. Look for a "Cancel my account" or "Cancel subscription" button. Click it.
   • Delighted may ask you to confirm your reason for cancellation or offer a discount to keep you as a customer. Do not accept discounts unless you genuinely plan to continue.
   • Some services ask you to rate your experience. You can skip this or provide honest feedback.
5. Review the cancellation summary. It should confirm your final bill date and state that no further charges will occur.
   • Pro tip: Screenshot this confirmation page immediately. This is your proof of cancellation.
6. Confirm the cancellation by clicking "Yes, cancel my account" or similar final button.
   • You should receive a cancellation confirmation email within 5 minutes to your registered address.

Warning: If the cancellation button is missing, greyed out, or if the platform shows an error message, the service may no longer be accepting self-service cancellations due to the shutdown. Proceed immediately to Method 2 (email support) in that case.

Cancellation method 2: email support (most reliable for shutdown period)

Given that Delighted has been sunset, emailing support is your most direct and documented path to cancellation. This method creates a paper trail, which is invaluable if you need to escalate or dispute future charges.

1. Draft an email to [email protected] with the following information:
   • Subject line: "Request to cancel Delighted account and stop billing"
   • Your full name and registered email address for your Delighted account
   • Your Delighted account ID (found in your account settings or on your invoices)
   • Your current plan name and monthly billing amount
   • Your billing cycle date (e.g., "charges occur on the 15th of each month")
   • A clear statement: "I request immediate cancellation of my Delighted subscription effective today. Please confirm that no further charges will occur after today's date."
   • The specific date you want cancellation to take effect (ideally the same day)
2. Include a copy of your most recent invoice as an attachment or reference.
   • This confirms your payment relationship and helps support locate your account faster.
3. Send the email and note the exact date and time you sent it.
   • Pro tip: Use your email provider's "read receipt" or "delivery confirmation" feature if available, so you have proof the email reached Delighted's inbox.
4. Wait for a response. Support should reply within 3 to 5 business days with a cancellation confirmation.
   • If you do not receive a reply within 5 business days, send a follow-up email referencing your original request date.
5. When you receive the cancellation confirmation email, save it permanently in a dedicated folder. This is your legal proof of cancellation.
   • Note the exact date stated in the confirmation, as this marks when your billing obligation ends.
6. Check your bank statement or credit card on your next billing cycle date to confirm no charge appears.
   • If a charge does appear after cancellation confirmation, contact your bank immediately to dispute it, and escalate to Stopee or KPDN with your cancellation proof.

Warning: Do not assume cancellation is complete until you receive written confirmation. Support silence does not equal cancellation. If you do not hear back within 7 days, escalate through your bank or KPDN.

What to do before you cancel

Taking a few minutes before cancellation can save you from losing important data or discovering hidden charges you forgot about. The steps below protect your interests.

Export your survey data and documentation

Delighted's terms of service do not explicitly promise that your survey data, respondent information, or reports will be accessible after cancellation or account closure. In fact, given the service shutdown, data retention is uncertain. Export everything now to avoid losing it permanently.

1. Log in to your Delighted account and navigate to your survey library or "Responses" section.
2. Select all surveys or responses you wish to keep. Most survey platforms allow bulk export options.
3. Export to CSV (comma-separated values) format, which is universally readable and editable in Excel or Google Sheets.
4. Save these files to your computer and upload copies to cloud storage (Google Drive, OneDrive, Dropbox) as a backup.
5. Take screenshots of your dashboards, key reports, and analytics summaries for archival purposes.
6. Download or screenshot all invoices and payment receipts for your tax and accounting records.
   • You may need these for GST or corporate tax purposes if you operate a business in Malaysia.

Review your billing history and check for errors

Before you cancel, verify that all charges to your account were legitimate and correctly calculated. This is your last chance to spot overbilling or unauthorized charges before you lose account access.

1. Log in to your Delighted account and open the "Billing" or "Invoices" section.
2. Review every invoice from the last 6 months. Note:
   • The exact charge amount for each invoice
   • The date each charge was processed
   • The plan associated with each charge (sometimes businesses accidentally upgrade)
   • Any promotional discounts or free trial periods that may have been applied incorreli>
3. Cross-reference each invoice with your bank statement or credit card statement.
   • If a charge on your statement does not match a corresponding Delighted invoice, you may have been charged twice or faced an error.
4. If you spot any discrepancies, make a note of them now. You will reference these in your cancellation email or in a bank dispute.
5. Pro tip: Take screenshots of your entire billing history. This is proof you checked your account before cancellation, which strengthens your position if you later need to dispute charges.

Confirm your payment method

Check which credit card, debit card, or bank account is linked to your Delighted subscription. This tells you which statement to monitor after cancellation and which payment method to use if you need to request a refund.

1. Log in to Delighted and open "Account" or "Payment Methods."
2. Note the last four digits of the card or account number shown.
3. Cross-reference this with your own credit card or bank records to confirm it is the correct card.
4. If multiple payment methods are saved, verify which one is set as the primary billing method.

Refunds and charges after cancellation

Understanding what charges you may still owe and whether refunds are possible protects you from surprise invoices or missed opportunities to recover overpayment.

Will you be refunded after cancellation?

Delighted's refund policy depends on when you cancel within your billing cycle. Most SaaS platforms operate on a "prorated refund" model, which means you may receive a partial refund if you cancel mid-month.

• Cancel at the start of a billing cycle: You receive no refund because you have access to the full month's service. Cancellation takes effect immediately, and no charge occurs on your next renewal date.
• Cancel mid-cycle: You may receive a prorated refund for the unused portion of your current month. For example, if you paid RM118 for a month and cancel after 15 days, you may receive a refund for the remaining 15 days (approximately RM59).
• Cancel within a free trial period: No charges apply; you simply lose access at trial end.

Stopee recommends asking your support team explicitly whether a refund will be issued. Include this question in your cancellation email: "Please confirm whether I am eligible for a prorated refund for unused service time on my current billing cycle, and if so, how long the refund will take to process."

What charges may still appear after you cancel?

Even after cancellation, you may see charges if:

• Your cancellation takes effect on your next renewal date rather than immediately. For example, if your cycle renews on the 20th and you cancel on the 5th, you may be charged once more on the 20th.
• An add-on or secondary service (such as an API package or advanced analytics) was billed separately and is not automatically cancelled when you cancel your main plan.
• A payment authorization or standing order was not fully cleared from your bank and processes before your bank receives the cancellation notice.

Pro tip: Set a phone reminder for one day after your stated cancellation date. Check your email for cancellation confirmation and monitor your bank account closely. If an unexpected charge appears, contact your bank immediately to report it. Having your cancellation confirmation email gives your bank immediate leverage to reverse the charge.

Common mistakes when cancelling Delighted

Cancelling a SaaS subscription sounds simple in theory, but many consumers make costly errors that cost them money or data. Recognizing these traps helps you avoid them.

Mistake 1: not exporting data before cancellation

Once your account is closed, you lose access to all survey responses, reports, and analytics. You cannot retrieve this data later, and Delighted support will not provide it retroactively. If you cancel without exporting, you permanently lose your customer feedback history, which may be valuable for your records or future reference.

Stopee's advice: Always export everything before submitting a cancellation request. Treat your data export as the first step of cancellation, not an afterthought.

Mistake 2: cancelling only through the app without confirming via email

If you click "cancel" in your account and receive an on-screen confirmation, that does not necessarily mean Delighted's billing system has processed the cancellation. Some platforms generate a false sense of completion, and charges continue because the cancellation never reached the billing department.

Stopee's advice: Use the email method in addition to or instead of the self-service method. Email creates an indisputable record. You can then follow up with email if self-service fails.

Mistake 3: assuming silence means cancellation

If you email support and do not hear back within 5 business days, your cancellation request may still be sitting in a queue. Many businesses operate on skeleton crews and assume customers will follow up if they do not receive a response. Silence is not confirmation.

Stopee's advice: Set a calendar reminder to follow up if you do not receive a response within 7 days. Send a polite but firm follow-up email: "I submitted a cancellation request on [date] but have not received confirmation. Please confirm the status or provide a cancellation reference number."

Mistake 4: cancelling without checking your billing date

Some platforms charge on the first of the month; others charge on your signup date. If you cancel the day after a charge, you may have just given yourself a full month of unused service. Knowing your exact billing date lets you time your cancellation to minimize this waste.

Stopee's advice: Check your billing date before you cancel. If a charge is due in 2 days, it may be worth waiting until after that charge posts, then cancelling immediately. That way, you use as much of your paid access as possible.

Mistake 5: not saving proof of cancellation

If you delete your cancellation confirmation email or lose the screenshot of the on-screen confirmation, you have no proof you cancelled if charges continue. Support will claim they have no record, and your bank will ask for documentation before reversing charges.

Stopee's advice: Save all cancellation emails to a dedicated folder labeled "Delighted Cancellation." Screenshot every confirmation screen. Forward your cancellation confirmation to your personal email as a backup. This redundancy protects you completely.

Pricing table: Delighted subscription plans

Exchange rate used: 1 USD = approximately RM 4.72. Actual charges may vary. All plans were discontinued after 1 July 2025; the service was sunset by mid-2026.

What happens after you cancel Delighted

Cancellation is not the end of your responsibility. Knowing what to expect after you cancel protects you from surprise issues and helps you verify the cancellation was successful.

When does your access end?

Access termination depends on your cancellation type:

• Immediate cancellation: Your access ends the same day, and your account becomes inactive within 24 hours. You can no longer log in or send surveys.
• End-of-billing-cycle cancellation: Your access continues until your next renewal date. You can send surveys until that date, then access is revoked automatically.

Your cancellation confirmation email will state the exact date and time your access ends. Mark this on your calendar so you are not surprised by sudden lockout.

Monitor your bank account for the next 30 days

Set a phone reminder to check your bank or credit card statement weekly for 30 days after cancellation. Most businesses process cancellations within 3 to 5 days, but some take up to 30 days. If you see a Delighted charge on your statement after your cancellation date, you must act immediately.

1. Take a screenshot of the unexpected charge showing the date, amount, and merchant name ("Delighted" or "Qualtrics").
2. Note the exact date the charge posted to your account.
3. Email Delighted support immediately with your cancellation confirmation reference and the unwanted charge details.
4. If support does not respond within 3 days, contact your bank to initiate a chargeback or dispute.
   • Your bank will ask for your cancellation confirmation email. Provide it immediately.
   • Most banks reverse unauthorized recurring charges within 7 to 14 business days.

Do not delete your cancellation email or supporting documents

Keep all cancellation correspondence, invoices, and proof of payment indefinitely. In Malaysia, tax authorities may audit your business accounts up to 7 years after a transaction. If a dispute arises later (for example, if Delighted or Qualtrics tries to claim you owe outstanding charges), your cancellation documentation is your legal shield.

Alternatives to Delighted for customer feedback in malaysia

If you need to replace Delighted with another customer feedback tool, consider these widely available alternatives that offer similar features and support Malaysian customers:

Test each platform's free trial before committing. This prevents you from making another subscription you do not need.

Cancellation checklist for Delighted

Use this step-by-step checklist to ensure you have completed every cancellation task before moving on:

• I have logged into my Delighted account and confirmed I can access it.
• I have screenshotted my current plan name, monthly cost, and renewal date.
• I have exported all survey responses and reports to CSV format.
• I have saved screenshots of my account dashboard and key analytics.
• I have downloaded or screenshotted all invoices from the last 12 months.
• I have reviewed my billing history and confirmed all charges are legitimate.
• I have identified my payment method (credit card last four digits or bank account).
• I have attempted self-service cancellation through my account settings or clicked "Cancel my account."
• If self-service failed, I have drafted and sent a cancellation email to [email protected] with all required details.
• I have received a cancellation confirmation email and saved it permanently.
• I have screenshotted the cancellation confirmation and forwarded it to my personal email as a backup.
• I have noted my exact cancellation date and access termination date on my calendar.
• I have set a reminder to check my bank statement one week after cancellation.
• I have saved all cancellation emails and proofs in a dedicated folder labeled "Delighted Cancellation."
• If a refund was promised, I have tracked the expected refund date in my banking app.

Summary: taking control of your Delighted billing

Cancelling Delighted in Malaysia is straightforward once you know the process and have prepared your documentation. The service shutdown means timing and email confirmation are especially important now. By following the steps in this guide, you will cancel without surprises, protect your data, and keep a complete record of the transaction.

Start today: export your data, review your invoices, and send your cancellation email. Do not assume silence means completion. Monitor your bank account for 30 days to confirm charges have stopped. If Delighted continues billing after your cancellation date, escalate immediately to your bank or the Ministry of Domestic Trade and Cost of Living. Stopee has helped thousands of consumers cancel unwanted SaaS subscriptions across Malaysia, and the same principles apply to every service: document everything, follow up relentlessly, and know your rights under Malaysian consumer law. Your subscription, your rules.

Contact information and escalation for Delighted cancellation disputes

If you face issues cancelling Delighted or have billing disputes, use these contacts in order of escalation:

Primary cancellation contact

• Email: [email protected]
• Subject line: Request to cancel Delighted account and stop billing
• Response time: 3 to 5 business days (note: this service is being sunset, so response times may be slower)

Malaysian consumer protection authorities

• Ministry of Domestic Trade and Cost of Living (KPDN): www.kpdn.gov.my | Hotline: 1-800-88-5436 (toll-free within Malaysia) | Email: [email protected]
• Bank Negara Malaysia (for payment disputes): bnm.gov.my | Consumer Complaint Hotline: 1-800-88-5436 or 03-2698 8044
• Small Claims Tribunal (for amounts under RM 5,000): Your nearest tribunal office; no legal representation required

Your bank or credit card issuer

• Contact your bank's dispute resolution team directly through your online banking app or the number on the back of your card.
• Report any unauthorized recurring charges as disputes. Provide your cancellation confirmation email as evidence.
• Most banks reverse disputed charges within 7 to 14 business days.

Stopee stands with Malaysian consumers protecting your rights and stopping unwanted charges. Use this guide to cancel Delighted with confidence, and remember: your consumer rights are not suggestions-they are legal protections. If you need additional support or have questions about your cancellation, Stopee is here to help you navigate the process and escalate if necessary.