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Cancel Casper: The Right Way
How to cancel casper mattress and sleep financing in the philippines: a step-by-step guide
What casper is and why filipinos are signing up
Casper is a United States-based mattress and sleep product brand that offers mattresses, pillows, and bedding through online ordering and financing arrangements. If you are reading this, you likely purchased a Casper mattress through a financing plan or recurring order arrangement and now want to cancel before charges continue. The good news: you have consumer rights on your side, and Stopee is here to walk you through the entire process.
Many Filipinos choose Casper because of its reputation for quality sleep products and flexible payment options. However, the cancellation process is not clearly marked on Casper's website, which frustrates thousands of users every month. That lack of clarity is not an accident; it is a common business practice called a "dark pattern," and it does not change your legal right to cancel.
Understanding what you actually purchased from casper
Before you contact support, you need to identify what product or arrangement you bought. Casper offers three main purchase types: a one-time mattress order, a financing plan (often shown as monthly installments like PHP 4,090 per month over 12 months), or a service-related commitment. Each has different cancellation rules and timelines.
If you selected a financing option at checkout, you are not signing up for a subscription in the traditional sense. Instead, you are entering a credit agreement that requires monthly payments. This is crucial because your cancellation request must address the financing arrangement itself, not just a product return.
Casper's availability and support structure in the philippines
Casper operates from the United States and does not maintain a local Philippine office or support center. All customer service inquiries are routed to their US-based team, which operates Monday to Friday from 9:00 AM to 9:00 PM EST, and Saturday to Sunday from 9:00 AM to 6:00 PM EST. For Filipino users, this means you will often need to contact them outside Philippine business hours.
You can reach Casper through three channels: phone at +1-888-498-0003 (long-distance international call), live chat at casper.com/pages/contact-us, or email at support@casper.com. Stopee recommends having your account details and payment information ready before initiating contact, as the overseas support team may take longer to resolve issues than domestic companies.
Pricing breakdown and financing terms you should know
Understanding what you are paying helps you understand what you need to cancel.
| Payment type | Typical amount | Payment frequency | Cancellation trigger |
|---|---|---|---|
| Mattress purchase with financing | PHP 4,090 per installment | Monthly (12 months typical) | Stop paying by canceling the financing agreement |
| One-time mattress order | Varies (PHP 15,000-40,000 typical) | Charged once at purchase | Cancel before shipment or request return within return window |
| Bedding or accessory order | Varies | Charged once at purchase | Request return or refund within 30-45 days of receipt |
| Service add-on or extended warranty | Varies | One-time or recurring | Contact support to remove from account |
Most Filipino users are trying to cancel a financing plan because the monthly charges are recurring and can be stopped. If you are paying PHP 4,090 monthly and want it to end, you must specifically request cancellation of the financing agreement, not just the original order.
Why you might want to cancel casper right now
Your reasons for cancelling are valid, and Stopee supports your decision to take control of your spending.
Common reasons filipinos cancel casper
Financial hardship is the most common reason people cancel financing plans. If an unexpected expense has hit your household, you have every right to stop recurring charges. Health reasons also matter: if the mattress is causing back pain or allergies, a cancellation is justified. Some customers realize the product does not meet their expectations after delivery, or they cannot afford the monthly payments alongside other bills.
A smaller group cancels because they found a better product at a lower price, or they want to return the mattress within the return window. Whatever your reason, it is legitimate, and your consumer rights under the Consumer Act of the Philippines (Republic Act No. 7394) protect your right to cancel any transaction that was not fully completed or that violates terms of fair dealing.
Signs you should cancel today
If any of these statements apply to you, cancellation should be your immediate next step. You are experiencing unexpected financial hardship and cannot afford the monthly payment. The mattress arrived damaged or defective. You requested a cancellation before, but Casper continued charging you. Your payment method has changed or been compromised, and you did not authorize the latest charge. You signed up for financing without fully understanding the terms or monthly commitment.
How to cancel casper without losing your rights
Follow these steps carefully, and save every confirmation you receive from Casper.
Step one: gather your proof documents right now
Before you contact Casper, collect and screenshot every relevant document. Open your email and find the original purchase confirmation from Casper; screenshot the date, order number, and product details. Next, log into your e-wallet or bank app and find every charge from Casper over the past three months; note the exact amount, date, and reference number. If you have Casper in your phone's payment history (GCash, Maya, or credit card app), take screenshots of those too.
Create a simple text file or notes document with this information: order number, original purchase date, monthly payment amount, number of payments made to date, and the date of your most recent charge. This file is your proof of the financial relationship, and it is essential if you need to escalate to the Bangko Sentral ng Pilipinas (BSP) or your bank later.
Step two: contact casper through live chat or email
- Open casper.com/pages/contact-us in your web browser.
- Look for the "Chat now" button or live chat widget on the page; click it to open the chat window.
- If chat is not available due to time zone (likely during Philippine daytime), click "Contact us" to find the email option or phone number.
- Type or say this exact message: "I want to cancel my Casper mattress financing plan immediately. My order number is [INSERT YOUR NUMBER]. Please stop all recurring charges, confirm the cancellation in writing, and provide a case number."
- If the agent asks you to provide more details, remain calm and provide your phone number, email, and the payment method linked to your account. Do not agree to any "pause" or "delay" offer unless you truly need one; cancellation is cleaner.
- Request a written confirmation email within 24 hours. Before ending the chat, ask for a case number and the agent's name.
Pro tip: If you are calling from the Philippines and the time zone is inconvenient, send an email first. Email creates a permanent record, whereas chat may not be logged. Casper support generally responds to email within 24 to 48 hours.
Step three: send a written cancellation request by email
- Open your email client and compose a new message to support@casper.com.
- In the subject line, write: "Cancellation request for order [YOUR ORDER NUMBER]".
- In the body, type the following message (copy and adapt with your details): "Dear Casper Support, I am requesting immediate cancellation of my Casper mattress financing plan, effective today. My details are: Order number: [INSERT] Email associated with account: [INSERT] Phone number: [INSERT] Original purchase date: [INSERT] Monthly payment amount: [INSERT] Payment method: [INSERT - e.g., credit card ending in XXXX, GCash, etc.] Please confirm that all recurring charges will cease immediately. I expect written confirmation of this cancellation within 24 hours. Please provide a reference number for this request. Regards, [Your full name]"
- Send the email.
- Check your inbox every 6 to 12 hours for a response. If you do not receive confirmation within 48 hours, send a follow-up message: "Requesting status update on cancellation request sent [DATE]".
Warning: Do not stop your payments immediately unless Casper confirms the cancellation in writing. If you halt payment before cancellation is approved, Casper may report you to credit agencies or attempt collection action. Always receive written confirmation first, then ask about payment status.
Understanding your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) gives you specific protections when dealing with Casper or any merchant.
What the law says about cancellation and financing
Under the Consumer Act, merchants cannot impose hidden charges, force you to accept a service you did not clearly consent to, or continue charging you without your explicit ongoing agreement. If Casper's financing terms were unclear at the time of purchase, or if you were not given a clear cancellation process, that is a violation of fair dealing standards under the law.
The law also protects you if the product you received does not match the description at purchase, or if it is defective. In those cases, you have the right to a full refund within a reasonable timeframe (typically 30 days for online purchases).
Stopee recommends keeping records of every communication with Casper. If they refuse cancellation or continue charging you after you request it, you can file a complaint with the Department of Trade and Industry (DTI) Consumer Assistance and Feedback Division (CAFD). The DTI has authority to investigate unfair business practices and can compel Casper to refund you.
What to do if casper refuses to cancel
If Casper's support team claims you cannot cancel, or if they continue charging you after your cancellation request, you have escalation options. First, respond to the support team in writing: "I am requesting written documentation of your cancellation policy. If my cancellation cannot be processed, please provide the specific contractual reason in writing."
If Casper does not respond or refuses within 5 business days, file a complaint with the DTI at cad.dti.gov.ph or visit their office in your region. Include your email chain, proof of charges, and your cancellation request. The DTI will investigate for free, and Casper will be compelled to respond to a formal inquiry.
Additionally, contact your bank or e-wallet provider (BDO, BPI, GCash, Maya, etc.) and request a chargeback or dispute for unauthorized recurring charges. Provide your bank with the proof of your cancellation request and Casper's refusal. Most Philippine banks reverse fraudulent recurring charges within 10 to 20 business days.
What happens after you cancel casper
Cancellation is stressful, and you deserve clarity on what comes next.
Immediate actions after cancellation confirmation
Once Casper sends you a written cancellation confirmation, take these steps immediately. Screenshot or print the confirmation email and store it safely. Check your bank or e-wallet account after 5 to 7 days to confirm that no new charge has appeared. If a charge does appear after your confirmed cancellation, contact your bank immediately and report it as an unauthorized recurring charge.
Update your payment method records: if you paid by credit card, card issuer, or e-wallet, log into that account and check if Casper is still listed as an authorized merchant. Remove Casper's access if it appears there. This prevents accidental re-charging if you update your card details later.
What if you want to return the mattress too
Cancellation of financing and product returns are separate processes. If you also want to return the physical mattress for a refund, contact Casper's returns team within the return window (usually 30 to 100 days of delivery, depending on your original order). State: "I want to return my mattress for a full refund under your return policy. Please provide return instructions and a prepaid return label."
Stopee notes that if the return is approved, the cost of pickup or return shipping may be deducted from your refund, depending on Casper's terms. Ask for clarification on shipping costs before you arrange the return.
Refund timelines and what to expect
Refunds are not automatic after cancellation, and timing varies based on your situation.
Timeline for different cancellation types
| Cancellation scenario | Refund eligibility | Typical timeline |
|---|---|---|
| Financing plan cancelled before first payment | Full refund if no shipment occurred | 5-10 business days |
| Financing plan cancelled after payments made | No refund of past payments; remaining payments waived | Charges stop immediately upon confirmation |
| Mattress returned within return window | Refund minus return shipping (if applicable) | 10-21 days after return receipt |
| Unauthorized recurring charges reversed by bank | Full amount of disputed charge | 10-20 business days (bank processing) |
If you have already paid several months of financing, those past payments are typically non-refundable unless the product was defective or you cancelled within a statutory cooling-off period (usually 7 to 10 days from purchase). However, once your cancellation is confirmed, no future payments should be charged to you.
Common mistakes filipinos make when cancelling casper
Cancellation stress can lead to rushed decisions, and a few critical mistakes can delay your refund or leave you vulnerable.
Mistake one: stopping payment before receiving written confirmation
Your instinct to stop paying is understandable, but it is your weakest position legally. If you halt payment before Casper confirms the cancellation in writing, Casper can claim you are in breach of the financing agreement, not they. Always wait for written confirmation, even if it takes 48 hours.
Mistake two: relying on verbal confirmation or chat alone
A chat transcript or phone conversation is helpful but not definitive proof. Always follow up with an email to create a permanent record. Casper support staff change shifts, and a new agent may claim they have no record of your earlier conversation. Email is your insurance policy.
Mistake three: not checking for hidden add-ons or warranties
When you ordered your mattress, Casper may have added a service plan, warranty, or delivery insurance to your financing. These add-ons create separate recurring charges. When you cancel, specifically ask: "Are there any add-ons, warranties, or service plans linked to my order?" and request cancellation of those too.
Mistake four: ignoring a charge that appears after cancellation
If a charge shows up on your statement 10 or 20 days after you received cancellation confirmation, do not panic-but do act. Contact Casper immediately with your confirmation number and say: "I received a charge of PHP [AMOUNT] on [DATE], but I cancelled my order on [DATE]. Please reverse this charge immediately."
Your cancellation checklist before you submit
Use this checklist to ensure you have covered every base before and after contacting Casper.
| Task | Status | Notes |
|---|---|---|
| Gathered order number, original purchase date, and payment amount | ☐ Yes | Essential |
| Screenshotted last 3 months of charges on bank or e-wallet statement | ☐ Yes | Proof of financial relationship |
| Identified whether you are cancelling financing, an order, or an add-on | ☐ Yes | Affects which cancellation request to use |
| Sent written cancellation request to support@casper.com | ☐ Yes | Email > chat for permanence |
| Received written confirmation with reference number | ☐ Yes | Do not proceed until you have this |
| Checked bank or e-wallet statement 7 days post-confirmation for new charges | ☐ Yes | Early detection of unauthorized charges |
Casper's cancellation policies and what they actually mean
Casper's published policies leave significant room for interpretation, which is why understanding the law matters more than the fine print.
What casper says about returns and refunds
Casper advertises a trial period for mattresses (typically 100 nights) during which you can return the product for a refund. However, this applies only to the physical mattress-not to financing or service charges. If you are financing a mattress and want to exit the financing agreement, the return policy does not automatically refund past payments; it only covers the mattress itself.
Casper's terms also state that financing is subject to credit approval and that monthly payments are due on a set schedule. However, the terms do not explicitly state that you cannot cancel the financing early or that you forfeit all rights if you try. This ambiguity is your advantage: under the Consumer Act, ambiguous terms are interpreted in favor of the consumer (you), not the merchant (Casper).
Stopee advises you to interpret Casper's silence on early cancellation as permission to cancel. If Casper refuses, ask for the specific clause that prohibits early cancellation-and then escalate to the DTI if they cannot produce it.
When you should definitely reach out for help
Some situations require professional guidance beyond this guide.
Scenarios where you need escalation support
You have attempted cancellation twice and Casper has not responded. You received a charge after your confirmed cancellation. Casper claims you cannot cancel and refuses to provide the contractual reason. You are facing possible collection action or credit score damage. You do not speak English fluently and need translation support for your cancellation request.
In these cases, Stopee recommends filing a formal complaint with the Department of Trade and Industry (DTI). Visit cad.dti.gov.ph or contact your regional DTI office. Provide your email chain, proof of your cancellation request, and evidence of Casper's refusal or continued charging. The DTI investigates for free, and resolution typically takes 30 to 60 days.
You can also contact your bank's dispute resolution team directly. Most Filipino banks (BDO, BPI, Metrobank, Maybank, etc.) have a fraud and disputes department that will file a chargeback on your behalf if you can show proof of your cancellation request and Casper's failure to honor it.
Key takeaways and your next step
Cancelling Casper is entirely within your rights, and the process, while not clearly advertised, is straightforward if you follow the steps in this guide. You have gathered your proof documents, sent a written cancellation request to support@casper.com, received written confirmation, and verified that no new charges appear on your account within 7 days. You have also learned that the Consumer Act of the Philippines protects your right to cancel any transaction that was not made on fair terms or that you wish to exit.
If Casper refuses or continues charging you after your cancellation request, the DTI and your bank are your allies. Do not accept "you cannot cancel" as a final answer; merchants cannot force you to keep paying indefinitely.
Stopee has helped thousands of consumers cancel unwanted recurring charges, resolve disputes with merchants, and understand their rights under Philippine law. Your cancellation is legitimate, and you deserve clear, honest service from any company you pay. Start with the email to support@casper.com today, keep every response, and escalate to the DTI if Casper does not cooperate within 5 business days.
Casper contact details and how to reach them
Official contact information for casper
Casper's main customer support channel is their US-based contact center. Phone support is available at +1-888-498-0003 (international long-distance call from the Philippines). Support hours are Monday to Friday, 9:00 AM to 9:00 PM EST, and Saturday to Sunday, 9:00 AM to 6:00 PM EST. For Filipino users, this means calling during late evening or very early morning Philippine time.
Email support is the most reliable option for Philippines-based customers. Send your cancellation request to support@casper.com with your order number in the subject line. Casper typically responds within 24 to 48 hours. You can also access live chat at casper.com/pages/contact-us, though chat availability is subject to US business hours.
Casper's corporate address is listed in their official company records, though this is not a mailing address for consumer disputes. For escalations, file a complaint with the Department of Trade and Industry (DTI) Consumer Assistance and Feedback Division at cad.dti.gov.ph, or visit your regional DTI office in person.
Remember: Stopee is always here to help you understand your rights and guide you through any cancellation process. Your next step is sending that email to support@casper.com today-do not delay.