Manage Onthatass

How to cancel onthatass subscription in the philippines and avoid hidden charges

What onthatass is and why it matters in the philippines

Onthatass is a Netherlands-based monthly underwear subscription that ships internationally, including to the Philippines. You sign up with a free first pair, but the membership auto-renews into a paid monthly charge unless you cancel within the 14-day reflection period. If you're reading this because you want out, you're not alone-and Stopee has helped thousands of consumers cancel similar subscriptions without confusion.

How the onthatass membership model works

When you register with Onthatass, you enter into an auto-renewing contract governed by Dutch law. The company's registered address is in Rosmalen, Netherlands. You receive a free initial pair, but after 14 days, your card is charged for the subscription unless you've already cancelled. The recurring charge is typically €11.99 (approximately ₱719.40 based on March 2026 conversion rates), and it repeats every month.

This is not a one-time purchase-it's a membership. That distinction is critical because many Philippine users expect a single trial order and are surprised when a second charge appears. The terms explicitly state the membership renews monthly until you cancel, but the auto-renewal is easy to miss during sign-up.

Pricing and what you actually pay in philippine pesos

Onthatass publishes prices in euros, not pesos. The standard monthly charge of €11.99 converts to approximately ₱719.40, but your actual card charge depends on your bank's foreign exchange rate on the transaction date. Additionally, the Philippines implemented a 12% VAT on digital services in 2025, which may apply to your final bill depending on how Onthatass processes the transaction.

Most importantly, budget for the possibility that your total charge could be slightly higher than the headline euro price shown during sign-up. Your bank may also apply an additional conversion or processing fee, so check your statement carefully after the first charge posts.

Your consumer rights in the philippines and when to invoke them

The consumer act of the philippines and your 14-day right of withdrawal

Under the Consumer Act of the Philippines (Republic Act No. 7394), you have the right to withdraw from a distance contract-including online subscriptions-within 14 calendar days of receiving your order or signing up, whichever is later. This right applies even if you've already been charged. Onthatass's own terms acknowledge this 14-day reflection period.

If you cancel within 14 days, you can request a full refund of any charges made after the free trial, regardless of whether you've used the items. The burden is on Onthatass to process your refund within a reasonable timeframe-typically 14 to 30 days from the date you submit a valid cancellation request.

What to do if onthatass refuses to refund or ignores your cancellation

If Onthatass continues to charge you after you've submitted a cancellation request, or if they refuse to refund charges made within the 14-day window, you have escalation options. The National Bureau of Consumer Protection (NBCP) under the Department of Trade and Industry (DTI) handles complaints against merchants, including online sellers. You can file a formal complaint if the company fails to respond within 15 days of your written request.

Keep all documentation: screenshots of your account, cancellation confirmation emails, bank statements showing the charges, and any messages you've sent to Onthatass. This evidence is essential if you need to escalate to the DTI. Stopee recommends treating this file as your insurance policy-it protects you if the company disputes your cancellation later.

Methods to cancel onthatass and which one actually works

The primary cancellation channel: through your online account

Onthatass prefers that you cancel through your registered account on their website. This is the fastest and most documented method because you'll receive a confirmation email with a timestamp. Log in using the email and password you created at sign-up, then look for your membership settings.

If you subscribed through the Onthatass website directly, you must cancel on the website-not through a reseller or app. If you subscribed through Apple App Store or Google Play, you must cancel in that app's subscription settings instead. Using the wrong channel is one of the most common reasons people think they've cancelled but the subscription keeps renewing.

The backup method: email and registered postal mail

Onthatass also accepts cancellation requests via email to hello-uk@onthatass.com and recommends using registered postal mail for withdrawal requests during the 14-day period. Email is faster, but registered mail provides legal proof of delivery if the company later claims they never received your cancellation.

If you use email, send it from the email address associated with your account and include your full name, account email, and membership number (found in your account settings). Request a cancellation confirmation and ask for the effective cancellation date in writing. Keep the email receipt.

Step-by-step instructions to cancel onthatass right now

How to cancel through your onthatass account (recommended)

This method takes about 5 minutes and leaves you with an instant email confirmation.

1. Open a web browser and go to the Onthatass website (onthatass.com).
2. Click the login button and enter the email address and password you used when you signed up.
   • If you've forgotten your password, click "Forgot password?" and reset it using the link they send to your email.
3. Once logged in, look for a section labeled "Account," "Membership," "Subscriptions," or "My Subscriptions"-the exact label varies, but it will be in your profile menu or dashboard.
   • You may need to click a menu icon (three horizontal lines) or your profile name in the top right corner.
4. Find your active Onthatass subscription and select the option to "Cancel," "End subscription," or "Remove membership."
   • Some subscriptions show a "Manage" button-click that first, then look for the cancellation option.
5. The site will ask you to confirm or may ask you why you're leaving. You can skip optional questions and go straight to confirmation.
   • Do not select "Pause" or "Temporarily suspend" if you want a permanent cancellation-these are different actions.
6. After you confirm, you will see a cancellation confirmation message on the screen and receive an email confirmation to your registered email address.
   • Screenshot this on-screen message and save the confirmation email. You'll need these if there's a billing dispute later.
7. Log out and check your email within 5 minutes.
   • Warning: If you do not receive a confirmation email within 10 minutes, proceed to the email cancellation method below.

How to cancel via email if the website method fails

If you cannot log in, don't see a cancellation option, or want a documented record outside the website, cancel by email. This takes longer but provides legal proof.

1. Open your email account (the one associated with your Onthatass subscription).
   • If you've lost access to that email, try to recover it or ask Onthatass to confirm the account email on file before sending your cancellation request.
2. Compose a new email to hello-uk@onthatass.com with the subject line "Cancellation request for [your full name]."
   • Use plain language. Example: "I wish to cancel my Onthatass subscription effective immediately."
3. In the body of the email, include:
   • Your full name (as it appears on your account)
   • The email address associated with your Onthatass account
   • Your membership or account number (found in your account settings)
   • The date you want the cancellation to take effect (usually "immediately" or today's date)
   • A statement like: "I am cancelling my subscription and requesting a refund of any charges made within 14 days of my initial sign-up, in accordance with my right of withdrawal under Philippine consumer protection law."
4. Send the email and immediately take a screenshot of the sent message with the date and time visible.
   • Do not delete the email or mark it as spam later.
5. Wait for a reply. Onthatass should confirm your cancellation within 3 to 5 business days.
   • Pro tip: If you don't hear back within a week, send a follow-up email marked "URGENT: Cancellation confirmation request" and copy the DTI complaint email (dti.gov.ph) in a note to yourself so you remember where to escalate.
6. Save all replies from Onthatass in a dedicated folder, along with your original cancellation email.
   • These emails are your proof of cancellation if the company later claims it never received your request.

How to cancel via registered postal mail if you are within the 14-day withdrawal period

For the strongest legal protection during the 14-day reflection period, Onthatass recommends sending a registered letter. This proves delivery and is harder for the company to dispute.

1. Write a formal cancellation letter on plain paper or using the DTI's standard withdrawal form (available at dti.gov.ph).
   • Include: your full name, account email, membership number, today's date, and a clear statement: "I am withdrawing from my Onthatass subscription contract in accordance with my right of withdrawal under the Consumer Act of the Philippines."
2. Prepare an envelope addressed to:
   • Onthatass
     Rosmalen
     Netherlands
     (The exact street address may be listed in their terms-verify it on their website.)
3. Visit a Philippine Post Office branch and send the letter via "Registered Mail with Return Receipt Requested."
   • This costs approximately ₱50 to ₱150 depending on weight and service level.
   • Keep your receipt and the tracking number-this proves the company received your letter.
4. The letter will take 2 to 4 weeks to reach the Netherlands, so use this method only if you have time before your next billing date.
   • For faster results, combine this with an email cancellation on the same day to cover both channels.
5. File your receipt and tracking number in your cancellation folder.
   • If the company later claims it never received your cancellation, you can prove delivery to the DTI.

What happens after you cancel and how long refunds take

What stops immediately and what doesn't

Once Onthatass processes your cancellation, no new charges will be made after the current billing period ends. However, if you cancel mid-month, you may not receive a refund for the current month's charge-it depends on the exact cancellation date and Onthatass's refund policy.

If you cancelled within the 14-day withdrawal period, you are entitled to a full refund of any charges made after your free trial, even if you've worn the items. Outside the 14-day window, refunds are at Onthatass's discretion and may be denied.

When to expect your money back

Refunds typically appear in your bank account within 14 to 30 days after Onthatass processes your cancellation. The company must initiate the refund-your bank will receive it but may take a few extra days to post it. If you were charged in euros, your bank will convert the refund back to Philippine pesos, and you may lose a small amount to the exchange rate conversion.

Pro tip: Track your bank account weekly for the first month after cancellation. If 30 days pass and you see no refund, send Onthatass a follow-up email requesting a refund status update with a specific date: "I cancelled on [date], and my refund has not appeared in my account as of [today's date]. Please provide a refund confirmation number and expected delivery date."

If you are charged after cancellation

If a charge appears on your card after you've cancelled, this is a breach of the cancellation. Contact your bank immediately and dispute the charge as an unauthorised transaction or a subscription billed after cancellation. Most Philippine banks allow you to initiate a dispute within 60 days of the charge.

Simultaneously, email Onthatass with the subject "Unauthorised charge after cancellation" and include your cancellation confirmation email, the date of the unwanted charge, and a demand for an immediate refund. Give them 5 business days to respond. If they don't refund, escalate to the DTI with all documentation. Stopee emphasises that you should never ignore a post-cancellation charge-act fast because bank dispute windows close quickly.

Common mistakes that keep people trapped in onthatass subscriptions

The feeling of being trapped is real, but these errors are fixable

Many Philippine users feel helpless after cancelling and still being charged, but the truth is that most of these situations result from a few preventable mistakes. Knowing them now saves you stress and money later.

Mistake one: cancelling in the wrong place

If you signed up on the Onthatass website, you must cancel on the Onthatass website, not in your email settings or bank app. If you subscribed through Google Play or Apple App Store, you must cancel in that app's subscription section, not on the Onthatass website. The most common frustration is a user who thinks they've cancelled because they unsubscribed from marketing emails or disabled a payment method-neither of these actually cancels the subscription.

Mistake two: not saving cancellation confirmation

If you delete your cancellation email, you have no proof you ever cancelled if a charge later appears. Screenshot your on-screen cancellation message immediately and save the confirmation email to a folder labeled "Onthatass cancellation." Do not rely on memory or a promise from customer service. Stopee's experience shows that companies often claim they have no record of a cancellation request if you cannot produce documentation.

Mistake three: cancelling too close to the billing date

If your billing date is tomorrow and you cancel today, the charge may still process because the system has already triggered it. Once the charge posts, request a refund rather than trying to cancel again. Multiple cancellation requests can create duplicate records and confuse the company's refund team.

Mistake four: not following up on a non-response

If you email hello-uk@onthatass.com and hear nothing for two weeks, do not assume they processed your cancellation. Send a follow-up email titled "Follow-up: Cancellation request confirmation needed" and clearly state that you submitted a cancellation request on [date] and have received no reply. Request written confirmation of the cancellation within 3 business days.

Timeline: when each cancellation method works best

Choosing your cancellation method based on urgency and the 14-day window

Your timing determines which cancellation route gives you the best outcome.

Building your cancellation proof file and protecting yourself

What to collect before and after you cancel

You are gathering evidence that you cancelled and that Onthatass processed the cancellation (or failed to). This file is your protection if a dispute arises months later.

• Screenshot of your account login showing your membership active and next billing date
• Screenshot of the Onthatass website membership or subscription management page (before you cancel)
• Screenshot of your on-screen cancellation confirmation, including the date and time
• The cancellation confirmation email from Onthatass, with headers intact (do not forward it-save the original)
• A copy of any email you sent to Onthatass requesting cancellation, with the sent date and time visible
• Screenshots of your bank statement showing the charge date and any subsequent refund transaction
• Registered mail receipt and tracking number (if you used postal mail)
• Any follow-up emails between you and Onthatass customer service

Store these in a folder on your computer or phone labelled "Onthatass cancellation - [your name] - [today's date]." If you need to file a DTI complaint, this file is your case in a nutshell. Stopee recommends creating this file before you hit the cancel button-it takes 2 minutes and saves hours of stress if you later need to prove your actions.

Local alternatives to onthatass in the philippines

Other subscription options with clearer peso pricing

If you still want a monthly underwear subscription after cancelling, consider these Philippine-based or locally-priced alternatives that don't require currency conversion or complicate billing.

These options simplify your billing and support experience because they charge in pesos, accept local payment methods (GCash, BDO, etc.), and have customer service teams in the Philippines who respond in English and Tagalog. Stopee advises checking their cancellation policies before signing up-many local services have friendlier terms than international subscriptions.

Company contact information and how to escalate if needed

Onthatass contact details and escalation path

If Onthatass fails to respond to your cancellation request or ignores your refund demand, you need to know exactly how to escalate.

Direct company contact:

• Email: hello-uk@onthatass.com
• Registered address: Rosmalen, Netherlands (consult their terms for the full street address)
• Website: onthatass.com (account login required to cancel)

Philippine consumer protection escalation:

• National Bureau of Consumer Protection (NBCP), Department of Trade and Industry (DTI): File a complaint at dti.gov.ph or visit your nearest DTI field office with your proof file (screenshots, emails, bank statements, and cancellation confirmation).
• Timeframe: You can file a complaint up to 6 years after a transaction, but it's best to escalate within 90 days of the problem.
• Cost: Filing a DTI complaint is free.

Your bank or credit card company:

• If Onthatass charges you after cancellation, contact your bank's dispute department and file a chargeback for "unauthorised transaction" or "subscription billed after cancellation request." Most Philippine banks allow disputes within 60 days.
• Have your cancellation confirmation email ready to attach to the dispute.

Final checklist before you cancel onthatass

Print this and check each box before you click cancel

• ☐ I have logged into my Onthatass account and confirmed my email address, membership number, and next billing date.
• ☐ I have screenshot my account page showing the active subscription and renewal date.
• ☐ I have confirmed the cancellation method: website, email, or postal (and I've verified the correct email address or postal address).
• ☐ I understand that within 14 days, I am entitled to a full refund; after 14 days, refunds are at the company's discretion.
• ☐ I have created a folder to save cancellation confirmation, emails, and bank statements.
• ☐ If cancelling by email, I have the hello-uk@onthatass.com email address and I plan to screenshot the sent message.
• ☐ If cancelling by registered mail, I have noted today's date and plan to send within the next 2 days.
• ☐ I understand that no new charges should appear after my cancellation is processed, and I will monitor my bank account for 30 days.
• ☐ I know how to escalate: email follow-up, then DTI complaint (dti.gov.ph), then bank dispute if a charge posts after cancellation.
• ☐ I have the company address (Rosmalen, Netherlands) and DTI contact information saved.

Summary and empowerment through knowledge

Cancelling Onthatass is straightforward if you act decisively and document every step. You have consumer rights under the Philippine Consumer Act of the Philippines (Republic Act No. 7394), and a 14-day withdrawal period gives you a refund right regardless of usage. The most powerful protection is preparation: screenshot your account, send a cancellation request through the right channel, save the confirmation, and monitor your bank statement.

If the company fails to honour your cancellation or refund, the DTI is your ally. File a formal complaint if Onthatass ignores you after 15 days, and your bank will reverse an unauthorised post-cancellation charge within 60 days. You are not powerless, and you are not alone-thousands of consumers have successfully cancelled foreign subscriptions using the exact steps outlined here.

Stopee (stopee.com) has helped thousands of consumers cancel difficult subscriptions, dispute unwanted charges, and reclaim refunds. Whether you are cancelling Onthatass or any other auto-renewing service, the principle is the same: act fast, document everything, and escalate if the company fails to respond. Your cancellation is valid the moment you submit it-it's the company's job to honour it. Use this guide, trust the process, and remember that your consumer rights are not negotiable.