Manage Prose

How to cancel prose and reclaim your hair care budget

What prose is and why you might want to cancel

Prose is a personalized hair care subscription service that sends you custom shampoo, conditioner, and treatment products based on an online questionnaire. The brand operates from New York and uses an auto-renewal model, meaning your account will charge and ship on a regular schedule unless you actively cancel before your next billing date.

If you live in the Philippines, you may have subscribed to Prose expecting flexible, pause-friendly service. The reality is different. Many Filipino customers find that cancellation timing is strict, shipments continue even after cancellation requests, and customer support response times from Brooklyn can stretch across time zones. You deserve clarity and control over your subscription, which is exactly what Stopee helps you achieve.

The prose subscription model explained

When you sign up, you complete a detailed hair profile quiz covering texture, scalp condition, concerns, and preferences. Prose then formulates a custom product set and enrolls you in automatic monthly or quarterly renewals. You pay for formulation science, personalized delivery, and the convenience of not shopping for hair care yourself.

The service includes a 30-day money-back guarantee on your first order, which means you can request a refund or formula adjustment within 30 days of delivery. However, this guarantee applies only to your initial purchase, not to subsequent subscription cycles.

Why filipinos cancel prose subscriptions

Filipino customers cite several reasons for leaving. Budget constraints after the initial novelty wear off. Shipment delays from the US crossing customs. Unexpected charges appearing in their bank accounts because they missed the renewal window. Difficulty reaching customer support during Philippine business hours. And sometimes, simply discovering that drugstore alternatives work just as well for a fraction of the price.

Stopee has helped thousands of consumers in the Philippines navigate subscription cancellations with confidence. Understanding your rights and the exact steps to take removes the stress and ensures you don't pay a single peso more than necessary.

Your cancellation rights under philippine consumer law

The Consumer Act of the Philippines (Republic Act No. 7394) protects you when dealing with subscriptions like Prose, even though the company is US-based.

What the consumer act of the philippines protects

Under Republic Act No. 7394, you have the right to demand full disclosure of subscription terms, the right to cancel without hidden penalties, and the right to a refund if the company fails to deliver what was promised or charges you without clear consent.

If Prose continues to charge you after you cancel, you can file a complaint with the Department of Trade and Industry (DTI). The DTI's Consumer Protection Group investigates subscription disputes and can compel refunds. Keep all email confirmations, payment receipts, and screenshots of your cancellation request as evidence.

Your refund rights if prose charges you after cancellation

Prose's terms state that subscriptions auto-renew unless you cancel in advance of the renewal date. This means cancellation typically takes effect at the end of your current billing cycle, not immediately. However, if a charge appears on your account after you submit a cancellation request with dated proof, you have grounds for a refund claim.

Document everything. Save timestamps of your cancellation request, screenshots of your account showing cancellation confirmation, and bank statements showing the unwanted charge. This evidence is your leverage if you need to escalate to the DTI or your credit card issuer.

How to cancel prose step by step

Stopee's cancellation process breaks down into clear, actionable steps that protect you from surprise charges and lost documentation.

Prepare before you cancel

First, gather information. Log into your Prose account and find your next billing date, your current order status, and any pending shipments. Take a screenshot of your subscription page and your account dashboard. Note today's date.

This preparation matters because if your order has already entered production, cancellation may not stop that shipment. You need to know whether you are canceling to prevent a future charge or to address a current one.

Cancel through your prose account dashboard

1. Visit prose.com and click the login button in the top right corner.
2. Enter your email address and password.
3. Navigate to your account menu, typically found under your profile icon or username.
4. Look for a section labeled My Subscription, Subscriptions, or Manage Subscription.
5. Click the Cancel Subscription button or link.
   • Warning: Prose may ask you to confirm your reason for cancellation or offer a discount to stay. Read carefully but do not click "accept offer" unless you want to continue.
   • Pro tip: If you see a pause option instead of cancel, pause is temporary. Cancel is permanent and what you need.
6. Review the cancellation summary, which should state your final billing date and confirm that no further charges will occur.
7. Click the final confirmation button to complete cancellation.
8. Screenshot the confirmation page immediately, including any confirmation number or message stating your cancellation is complete.

Cancel by email if the website button is missing

Some Prose accounts do not display a cancel button in the dashboard. If this happens to you, send an email directly to customer support.

1. Open your email and create a new message to hello@prose.com.
2. Use the subject line: "Subscription Cancellation Request - [Your Full Name] - [Your Account Email]".
3. In the email body, include your full name, account email address, and a clear statement: "I request to cancel my Prose subscription effective immediately. Please confirm cancellation and provide a confirmation number."
4. Send the email and save the sent copy.
5. Wait for a response from Prose within 5 to 7 business days. If you do not receive a response, send a follow-up email after 7 days.
   • Pro tip: If Prose takes longer than 7 days to respond or refuses to cancel, Stopee recommends documenting this refusal. You can then escalate to your bank or credit card company and file a complaint with the DTI.
6. Once you receive confirmation, screenshot the email and save it permanently.

Cancel via your payment method if prose does not respond

If Prose ignores your cancellation request or claims it never received your email, you have a backup option.

1. Contact your bank or credit card issuer.
2. Report the subscription to Prose and state that you have requested cancellation but the company has not confirmed it.
3. Ask your bank to block future charges from Prose or to dispute the next charge if it appears.
   • Warning: This step does not formally cancel your Prose account, but it prevents charges. You still need written cancellation confirmation from Prose for a clean break.

Pricing and what you will stop paying

Understanding Prose's costs helps you calculate how much you will save by canceling.

By canceling today, you stop all future charges. If you paid for an annual plan upfront and cancel within the first three months, you have grounds to request a prorated refund under the Consumer Act of the Philippines.

What happens after you cancel prose

Cancellation does not happen in an instant, and understanding the timeline removes confusion and regret.

The 7 to 14 day adjustment window

After you submit your cancellation request, Prose takes 5 to 7 business days to process it. During this time, any order already in production will likely ship. You will still receive it. This is not a failure of your cancellation-it is Prose's standard processing lag.

Your subscription is canceled for future renewals, not for shipments already in the pipeline. If you receive a product after cancellation, you can request a return and refund by contacting hello@prose.com within 30 days of delivery.

Your final billing date and confirmation

Prose will send you a cancellation confirmation email stating your final billing date. This is the last day you will be charged. After this date, no further payments should occur. Mark this date on your calendar and check your bank statement one week after to confirm no charge appeared.

Pro tip: If a charge appears after your final billing date, contact Prose immediately with your cancellation confirmation email. If Prose refuses to refund the charge, escalate to your bank and file a DTI complaint.

Requesting a refund for unwanted charges

If you paid for a service you no longer want, you have a 30-day window to request a refund on your first order under Prose's money-back guarantee. For subsequent charges, your refund depends on whether you canceled before or after the charge occurred.

Send a refund request to hello@prose.com with the subject "Refund Request" and include your order number, the charge date, and an explanation. Attach a screenshot of your cancellation confirmation email. Prose typically processes refund requests within 10 to 14 business days.

Common cancellation mistakes and how to avoid them

Cancellation anxiety is real, and rushing the process is where most mistakes happen.

Forgetting to cancel before your renewal date

The single most common error is missing your renewal window. Prose auto-renews on a set schedule unless you cancel before that date. If you intend to cancel, do it immediately. Do not wait until the last day-customer service delays or technical glitches could mean you miss the window and face an unwanted charge.

Set a phone reminder two weeks before your renewal date. This gives you time to cancel without panic.

Canceling but not confirming the cancellation

Some customers assume cancellation is complete when they click the cancel button. Prose then charges them again, claiming they never confirmed. Always wait for a confirmation email or confirmation message on screen. If you see neither, send a follow-up email to hello@prose.com asking for written confirmation of your cancellation.

Confusing pause with cancellation

Prose offers a pause feature, which temporarily stops your subscription. A paused account automatically resumes after a set period (usually 30 to 90 days) and begins charging again. If you never want Prose again, do not pause. Cancel.

Not saving your cancellation proof

If you need to dispute a charge or file a DTI complaint later, your cancellation confirmation email is your strongest evidence. Download and save this email in a folder labeled "Prose Cancellation." Do the same for any refund-related correspondence.

Pricing and cancellation comparison with alternatives

If you are canceling Prose because of cost, these alternatives may fit your Philippine budget better.

Address and contact details for cancellation escalation

If Prose refuses your cancellation request or disputes a refund, you have formal escalation options.

Contact prose directly (primary method)

Email: hello@prose.com

Use this address for all cancellation requests, refund disputes, and follow-ups. Allow 5 to 7 business days for a response.

File a complaint with the department of trade and industry (DTI)

If Prose ignores your cancellation request or refuses to refund a charge after cancellation, you can file a formal complaint with the DTI's Consumer Protection Group. The DTI investigates subscription disputes and can compel companies to refund customers.

Visit the DTI website (dti.gov.ph) or visit your nearest DTI office in person. You will need your order confirmation, cancellation request email, payment receipts, and a description of the problem.

Dispute the charge with your bank

If Prose charges you after your cancellation date and refuses to refund, contact your bank's fraud or dispute department. Report the charge as unauthorized and provide your cancellation confirmation email as evidence. Your bank can issue a chargeback and block future Prose transactions.

Your cancellation checklist

Use this checklist to ensure nothing falls through the cracks.

What stopee users say about canceling prose

Filipino customers who have canceled Prose with support from Stopee report feeling relief and control. Many appreciate having a clear step-by-step process to follow. Others value the reassurance that their cancellation is documented and their rights are protected. One common sentiment: "I wish I had known this before I signed up."

Stopee has helped thousands of consumers cancel subscriptions like Prose without shame, without hidden fees, and without the stress of customer service runaround. Your decision to cancel is valid, and you deserve a process that respects your time and your budget.

Final thoughts on canceling prose in the philippines

Canceling Prose is straightforward once you know the exact steps and your consumer rights. You have the right to cancel without penalty. You have the right to a refund if the company charges you after cancellation. You have the right to escalate if Prose ignores you.

Document everything. Cancel before your renewal date. Save your confirmation email. And if Prose pushes back, the DTI has your back.

Stopee is designed to give you this clarity and confidence. Whether you cancel Prose today or six months from now, Stopee provides the step-by-step guides, consumer law references, and escalation pathways you need. Your subscription, your rules. Cancel with certainty, not confusion.