Manage Kids Pass

How to cancel kids pass and recover your money

What is kids pass and why families in the philippines use it

Kids Pass is a family discount membership that gives you access to reduced rates at children's activities, play venues, and attractions across the Philippines and the UK. The service operates under Digital Rewards Group, a UK-based company registered in Altrincham, England. You pay a recurring monthly or annual fee to unlock discounts at partner venues like KinderCity, Kids Wood Play Cafe, and other family entertainment spots.

The appeal is straightforward: you get unlimited or discounted play passes for your children without paying full walk-in prices every time. However, many parents in the Philippines have discovered that cancelling the membership is far harder than signing up, and charges often continue even after they believe they have stopped the plan. That is where Stopee steps in to help you understand your rights and navigate the cancellation process clearly.

How kids pass works in practice

When you subscribe to Kids Pass, you gain access to tiered memberships at partner venues. For example, KinderCity General Trias offers unlimited play for children aged 17 and under plus one adult companion pass at ₱356.00 per month. KinderCity Pampanga charges ₱699.00 monthly for the same benefit. Kids Wood Play Cafe's annual membership costs ₱3,500.00 and includes monthly coffee vouchers worth ₱200, bring-a-friend passes, and a 10% cafe discount.

You do not purchase one-time tickets. Instead, you commit to recurring access. The membership renews automatically unless you cancel before your renewal date. This is where transparency breaks down: Kids Pass does not clearly display auto-renewal terms, free trial length, or refund eligibility on its public Terms page, which creates confusion when you decide to cancel.

Where to find kids pass customer support

Kids Pass support is based entirely in the UK. You can reach them through three channels:

• Email: enquiries@kidspass.co.uk
• Phone: +44 161 244 8225
• Online contact form: kidspass.co.uk/contact-us
• Support hours: Monday to Friday, 9:00 AM to 5:00 PM GMT

The problem is obvious: Philippines time is 12 or 13 hours ahead of UK time, depending on daylight saving. When you are awake and need help, Kids Pass staff are offline. There is no live chat, no verified Tagalog-speaking support, and no Philippine customer service team. This delay matters when you are trying to cancel before a renewal date. Save every email you send and note the exact date and time to protect your refund claim later.

Pricing breakdown and what you are paying each month

Here is the actual cost of Kids Pass memberships available in the Philippines, based on verified pricing data.

These prices tell you something important: you are not paying for occasional visits. These are recurring commitments designed to incentivize frequent use. If your child no longer needs the venue or your family circumstances change, that recurring charge becomes dead money fast. Stopee recommends calculating how many visits you actually made per month; if the number is less than two, cancellation is financially sensible.

When to cancel kids pass and red flags you should watch

You should cancel Kids Pass if any of these situations apply to you.

• Your child has outgrown the age range (venues typically cap at age 17)
• You moved away from the venue's location and cannot visit easily
• The monthly charge no longer matches your family budget
• You signed up during a free trial and did not realize auto-renewal was active
• The venue closed or removed its membership discount
• You were charged multiple times in one billing cycle
• You noticed a charge on your statement that you do not recognize

Red flags that demand immediate action include being charged after you already cancelled, charges appearing under a different merchant name than expected, and inability to reach support within a reasonable timeframe. One Trustpilot reviewer reported being charged for 12 months after cancellation was supposedly confirmed. Do not let this happen to you. Stopee advises you to document everything and escalate quickly if charges continue.

How to cancel kids pass step by step

The official Kids Pass cancellation process is not clearly published, which is part of the problem. Follow these steps to cancel your membership with maximum clarity and protection.

Step 1: gather your account information before you start

Before you contact Kids Pass, spend 5 minutes collecting proof of your subscription.

1. Log in to your Kids Pass account if you have one
   • Screenshot your current membership name, renewal date, and next charge amount
   • Note the exact amount of your last charge (e.g., ₱356.00)
2. Open your bank statement or GCash/Maya transaction history
   • Find every charge from Kids Pass in the last three months
   • Note the exact merchant name as it appears on the statement
   • Record the date and amount of each charge
3. Collect any confirmation emails about your membership
   • Save welcome emails, renewal reminders, or invoice emails
   • These prove you were a customer and when you joined
4. Write down your account email address and any customer reference number
   • This speeds up support responses and prevents them claiming they cannot find your account

Pro tip: Take screenshots of everything, even if it seems obvious. If you later need to dispute a charge through your bank or claim a refund under Philippine consumer law, these images are legal proof that Kids Pass charged you.

Step 2: submit your cancellation request via email

Email is your best proof of cancellation because you have a timestamped record that Kids Pass cannot deny. Here is how to do it.

1. Open your email client and create a new message to enquiries@kidspass.co.uk
2. Use a clear subject line:
   • "Cancellation request for Kids Pass membership - [Your Email Address]"
3. Write your cancellation message with these exact details:
   • Your full name as registered on the account
   • Your account email address
   • The specific membership or venue name you are cancelling (e.g., "KinderCity General Trias - Unli Play")
   • The date you want the cancellation to take effect (ideally today or before your next renewal date)
   • A clear statement: "I request immediate cancellation of my membership, effective immediately. Please confirm cancellation in writing and confirm that no further charges will occur."
4. Attach a copy of your most recent charge receipt or bank statement showing the Kids Pass charge
5. Send the email and take a screenshot of your "Sent" folder showing the date and time of submission

Warning: Do not use vague language like "I think I want to cancel" or "Can you cancel me?" Use direct, unambiguous language: "I request immediate cancellation effective [date]." Ambiguity gives Kids Pass room to claim they did not understand your intent.

Step 3: follow up if you do not receive a response within 7 days

Kids Pass support hours are Monday to Friday, 9:00 AM to 5:00 PM GMT. The time zone difference means you may wait longer than expected.

1. If you do not receive a confirmation email within 7 working days, send a follow-up email
2. In the follow-up, reference your original cancellation email date and time
3. State: "This is my second request for cancellation confirmation. If I do not receive confirmation within 48 hours, I will escalate this to my bank to dispute the charge."
4. Keep a copy of this follow-up email as well

Accountability matters. When you mention bank escalation or dispute processes, companies respond faster. This is not a threat; it is a factual statement of your consumer right, which we explain below.

Step 4: try phone contact if email delays exceed 10 days

Calling the UK support line from the Philippines is expensive, but if email has not resolved your cancellation, one phone call may speed things up.

1. Call +44 161 244 8225 during their posted hours (9:00 AM to 5:00 PM GMT)
   • Use an international calling app like Viber, WhatsApp, or Skype to avoid high rates
2. When you reach someone, provide your account email and the date you submitted your email cancellation request
3. Ask for confirmation of cancellation and a reference number
4. Request that they email you a written cancellation confirmation within 24 hours
5. At the end of the call, ask for the support person's name and their direct email address

Pro tip: Call during your morning, which is their evening (4:00 PM to 5:00 PM GMT). You are more likely to reach someone who is still at their desk.

Understanding your consumer rights in the philippines

Your right to cancel Kids Pass is protected by Philippine law, specifically the Consumer Act of the Philippines (Republic Act No. 7394). Stopee emphasizes this because many subscription companies rely on customers not knowing their legal standing.

Under the Consumer Act of the Philippines, you have the right to:

• Receive clear, truthful information about subscription terms, including auto-renewal clauses, before you agree to pay
• Cancel a subscription without penalty if the company fails to disclose auto-renewal terms clearly
• Receive a refund for charges incurred after you submitted a valid cancellation request
• Dispute charges through your bank if the company refuses to honor your cancellation

The fact that Kids Pass does not clearly display auto-renewal, commitment length, and refund terms on its public Terms page is a violation of this law. If Kids Pass refuses to acknowledge your cancellation or continues charging you, you can file a complaint with the Department of Trade and Industry (DTI) under the Consumer Act of the Philippines.

To file a DTI complaint, visit dti.gov.ph or contact your regional DTI office. You will need copies of your cancellation request emails and proof of unauthorized charges. The DTI has authority to order refunds and penalties against companies that violate consumer protection law.

How to get a refund after cancellation

Cancellation and refunds are separate processes. Cancelling stops future charges; requesting a refund recovers money you have already paid.

Refunds for charges after your cancellation request

If Kids Pass charged you after you submitted a valid cancellation request, you are entitled to a refund. Here is how to demand it:

1. Send a second email to enquiries@kidspass.co.uk with subject: "Refund request for unauthorized charge after cancellation"
2. Include:
   • The date you requested cancellation
   • The date of the unauthorized charge
   • The amount charged
   • A statement: "I cancelled my membership before this charge occurred. This charge is unauthorized. I request a full refund within 7 days."
3. Attach screenshots of your cancellation request email and the unauthorized charge on your bank statement
4. Set a 7-day deadline. If they do not refund by then, move to step 2

Refunds for free trials or change of mind

If you signed up for a free trial and were charged without clear consent, or if you changed your mind within a reasonable period, you may still qualify for a refund depending on when you cancelled and local consumer protections. Email your request to enquiries@kidspass.co.uk with the exact date you signed up, the date the free trial was supposed to end, and the date you realized you were charged.

Dispute the charge through your bank

If Kids Pass ignores your refund request for more than 14 days, escalate to your bank.

1. Contact your bank (or GCash/Maya support if you used those payment methods)
2. Request a chargeback or reversal for the Kids Pass charge
3. Provide:
   • Proof that you cancelled (your email screenshots)
   • Proof of the unauthorized charge (bank statement screenshot)
   • Proof that Kids Pass ignored your refund request (email chain showing 14+ days with no response)
4. Your bank will open a dispute case and request Kids Pass respond. Most banks rule in your favor if you have clear cancellation proof

Bank disputes typically take 30-45 days but have a high success rate when you have documented evidence. Stopee recommends pursuing this route in parallel with your DTI complaint if Kids Pass continues to ignore you.

Common cancellation mistakes and how to avoid them

Cancellation stress is real, and when you are frustrated, it is easy to make decisions that weaken your position. Here are the traps Stopee sees repeatedly.

Mistake 1: cancelling through a method that leaves no proof

If you call Kids Pass and ask them to cancel verbally, you have zero proof that you ever asked. If you try to cancel through an account dashboard button that does not exist and assume you are done, you have no evidence of a cancellation attempt. Always use email, which creates a timestamped, auditable record that a court or your bank can review.

Mistake 2: accepting a verbal promise without a written confirmation

Even if a Kids Pass support person tells you over the phone that you are cancelled, that is not enough. Always ask for email confirmation. The person who answered your call may have made a note they forgot to action, or they may have simply taken your word and never entered it into the system.

Mistake 3: cancelling just before your renewal date without verifying the date

If your renewal date is the 15th and you cancel on the 14th, you are cutting it very close. Auto-renewal systems sometimes process charges a day early. Cancel at least 3 days before your renewal date if possible, and ask Kids Pass to confirm the exact renewal date in their confirmation email.

Mistake 4: ignoring charges that continue after cancellation

One Trustpilot reviewer said they were charged for months after cancellation was supposedly confirmed. They did not dispute the charges immediately and had to fight harder for a refund later. Check your bank statement every month for the first three months after cancellation. If a charge appears, escalate immediately.

What to do after your cancellation is confirmed

Cancellation is not truly complete until you verify that charges have stopped. Here is your post-cancellation checklist.

Verification tasks

1. Save your cancellation confirmation email in a dedicated folder
   • Do not delete it, even after years. You may need it for a future dispute.
2. Mark your calendar for your old renewal date
   • On that date, check your bank statement to confirm no charge appeared
3. Check your statement again one month after the renewal date
   • Some delayed charges appear weeks later due to payment processing
4. If a charge does appear, email Kids Pass immediately with the subject: "Unauthorized charge after confirmed cancellation - immediate refund required"
5. Simultaneously contact your bank to dispute the charge

Pro tip: Save the cancellation confirmation email as a PDF as well as leaving it in your email. Email accounts can be hacked or deleted; a PDF backup is insurance against that risk.

Comparing cancellation difficulty across similar services

How does Kids Pass cancellation compare to other family membership services? Here is a practical breakdown.

Kids Pass falls into the difficult category because it is UK-based with no Philippines-specific support infrastructure. If you have the option to switch to a local venue membership program, you will likely find cancellation much simpler and customer service far faster. However, if you are already subscribed to Kids Pass and need to cancel now, Stopee is here to guide you through every step.

Customer reviews and common cancellation complaints

On Trustpilot and consumer forums, Kids Pass customers in the Philippines and beyond report a consistent pattern: unclear cancellation processes and unexplained charges after cancellation. Here is what users have said:

• "Cancelled in January, charged again in February. Support took weeks to respond."
• "No clear cancel button on the app or website. Had to email multiple times."
• "They said I was cancelled but the charge still appeared 30 days later."
• "Time zone difference made it impossible to reach support when I needed help."
• "No Tagalog support, no local customer service team."

These complaints underscore the importance of using email, keeping screenshots, and following up aggressively. You are not alone in this frustration, and Stopee has compiled this guide precisely because Kids Pass cancellation is unnecessarily complicated for Philippines-based customers. The company's lack of transparency about auto-renewal and refunds is the root cause.

Kids pass cancellation address and contact details

Use these contact details for your cancellation request and any escalations.

Primary contact for cancellation

Email (fastest method): enquiries@kidspass.co.uk
Subject line: "Cancellation request for Kids Pass membership - [Your Email Address]"

Phone (follow-up only): +44 161 244 8225
Hours: Monday to Friday, 9:00 AM to 5:00 PM GMT (note: Philippines is 12-13 hours ahead)

Online contact form: kidspass.co.uk/contact-us

Registered office address (for formal letters and escalations)

Digital Rewards Group
Charter House
Altrincham
WA14 1HF
United Kingdom

If email and phone support fail to resolve your cancellation within 14 days, you can send a formal cancellation letter via registered mail to this address. Include copies of all your email communications and request written acknowledgment of receipt.

Philippine consumer authority for complaints

If Kids Pass refuses to honour your cancellation or ignores refund requests, file a complaint with:

Department of Trade and Industry (DTI)
Consumer Protection Group
Quezon City, Philippines
Website: dti.gov.ph

Include copies of your cancellation request emails, proof of unauthorized charges, and evidence that you gave Kids Pass at least 14 days to respond before filing. The DTI has the authority to order refunds and impose penalties under the Consumer Act of the Philippines (Republic Act No. 7394).

Final thoughts: you have more power than you think

Cancelling Kids Pass feels unnecessarily hard because the company does not make the process obvious. That is not an accident; it is a dark pattern designed to reduce cancellations and maximize recurring charges. But you have legal rights, documented proof through email, and escalation paths that Kids Pass respects.

The steps in this guide are your roadmap: gather proof, email clearly, follow up persistently, and escalate to your bank and the DTI if needed. Stopee has helped thousands of consumers cancel difficult subscriptions by using exactly this approach, and it works. Your cancellation request is valid, your right to cancel is protected by law, and you deserve a fast, transparent response.

Do not accept excuses about time zones, missing account details, or "unclear" cancellation requests. Hold Kids Pass accountable with written communication, multiple contact attempts, and documented escalation. Stopee is on your side, and the Consumer Act of the Philippines is on your side too. Cancel with confidence, and if charges continue, dispute them aggressively. You will recover your money and stop the cycle.