Manage Pura

How to cancel pura and avoid surprise charges in the philippines

What is pura and why you might want to cancel

Pura is a home fragrance subscription service that delivers scent refills to your door on a schedule you choose. The company operates from the United States and offers smart diffusers paired with a recurring subscription model, where you pay a fixed amount each month for fragrance deliveries.

The frustration many Pura subscribers in the Philippines face isn't that cancellation is impossible. Pura explicitly allows cancellation at any time via email to support@pura.com. The real problem is that the cancellation process feels hidden, there's no live chat or phone support published in the service data, and if you miss your cancellation window by even a few days, another month's charge hits your account. That's where clarity matters and where Stopee steps in to help you navigate the process.

How pura's subscription model works

When you sign up with Pura, you're not paying for the diffuser hardware. You're paying for recurring fragrance refills. The main subscription plans available are the Monthly Fragrance Subscription, Hope's Monthly Edit, and Scent Club Subscription, each priced at PHP 893 per month (approximately USD 15.80, based on the listed pricing).

Here's what you get with these plans: a fragrance delivery on your chosen cadence, typically with 20% savings on subscribed scents, the ability to swap fragrances, rewards points, and the option to skip or pause orders. Pura's terms of service confirm that subscriptions renew automatically unless you cancel, and the company does not advertise a minimum commitment period. This means the moment you stop taking action, your next billing date will arrive and charge you again.

Understanding local payment and support limitations

Pura does not publish a separate Philippine price list with local PHP pricing formatted as standard rates. The USD amounts convert to PHP at market rates, so your monthly charge will fluctuate slightly depending on exchange rates. If you subscribed through Apple App Store or Google Play, your cancellation route is different from a direct website subscription, and that's a critical distinction Stopee wants you to understand before you start.

Support availability is minimal. There is no live phone line, no published local contact number for the Philippines, and no visible live chat option in available data. Your only documented cancellation method is email to support@pura.com. That means response times may take 24 to 48 hours, so you cannot afford to cancel on your renewal date and hope for instant action. You need to plan ahead.

Pura subscription pricing and what you pay

All three subscription plans renew monthly on your chosen billing date. Pura's terms state that you must cancel at least 5 days before your next renewal date to avoid being charged for the upcoming period. If you cancel on the 28th of the month but your renewal date is the 30th, you may still be charged. This is why timing is everything, and Stopee recommends you set a calendar reminder 6 days before your renewal date.

Exchange rates and actual charges to your philippine payment method

If you subscribed with a Philippine-issued card, GCash, or Maya, Pura will charge your account in USD and your bank or digital wallet will apply the current exchange rate. This means your PHP statement will vary slightly month to month. A PHP 893 equivalent one month might be PHP 900 the next if exchange rates shift. Always check your actual bank statement or app to see the exact PHP amount charged, not just the advertised USD price.

Should you cancel pura, and what are your alternatives

Reasons you might want to cancel

You might decide to cancel for several practical reasons. Perhaps you've accumulated enough fragrance refills and don't need monthly deliveries. Maybe the subscription charges are not being used, and you'd rather buy individual refills occasionally. You could be unhappy with the fragrance selection, delivery times, or customer service responsiveness. Or you simply want to pause spending during a tight financial month. All of these are valid reasons, and Stopee believes you have the right to stop a recurring charge whenever you choose.

Pura's terms of service do not list a cooling-off period for subscriptions in the provided data, so you cannot rely on a 14-day withdrawal right if you subscribed under Philippines consumer law. However, the Consumer Act of the Philippines (Republic Act No. 7394) does protect you if Pura engages in unfair or deceptive practices, such as making cancellation intentionally difficult or charging you after you've clearly canceled. Keep that in mind as a last-resort escalation point if support refuses to honor your cancellation request.

Pausing instead of canceling

Before you cancel outright, check whether pausing your subscription makes sense for you. Pura allows you to skip or pause orders, meaning you can temporarily stop deliveries without fully canceling. This option keeps your account active and your preferences saved, so you can restart without re-entering payment details or fragrance choices. If you think you'll want Pura again in 2 or 3 months, pausing is often faster and less risky than canceling and re-subscribing later.

How to cancel pura step by step

Prepare before you cancel

Do not rush into cancellation. The most common mistake is clicking cancel without knowing your next billing date, then panicking when you're still charged a week later. Pura has already sent you this information in your account and in emails, so gather it now.

Open your Pura account and navigate to your subscription or billing section. Write down your next renewal date exactly as shown. Take a screenshot of your subscription page, your current plan name, the monthly cost, and your billing date. Save a copy of your most recent invoice email or order confirmation. This creates a record that you cancel this subscription at this date, on this plan, which protects you if there's a dispute later.

Pro tip: Set a phone calendar reminder for 6 days before your next renewal date. This gives you a buffer because Pura requests 5 days notice, and email support may take 24 hours to confirm. A 6-day reminder means you'll send your cancellation email with a full week to spare.

Cancellation method 1: direct website account cancellation

If you signed up directly on Pura's website (pura.com), you may be able to cancel from your account dashboard. Here's the step-by-step process.

1. Log into your Pura account at pura.com using your email and password.
2. Navigate to your account settings, typically labeled "My Account," "Subscription," or "Billing."
3. Look for a "Manage Subscription" or "Subscription Settings" option.
4. Find the button or link labeled "Cancel Subscription," "End Subscription," or similar wording.
5. Pura may prompt you to confirm cancellation and may offer a pause option as an alternative. Read the on-screen text carefully.
6. If a confirmation page appears, take a screenshot showing the date and time of your cancellation request.
7. You should receive a confirmation email within a few hours. Save this email as your proof of cancellation.

Warning: Even if the website shows "Cancellation Successful," do not assume it's final. Pura's systems may take 24 hours to process. If you're canceled within 1 or 2 days of your renewal, your account may still charge you once more. Wait for the confirmation email before you relax.

Cancellation method 2: email cancellation request to pura support

If the website cancellation option is not visible, or if you want a documented paper trail, send an email directly to Pura support. This is also your method if the website cancellation fails or if you need Pura to process your cancellation urgently.

1. Open your email client (Gmail, Outlook, Yahoo, or your local provider).
2. Compose a new email to support@pura.com.
3. In the subject line, write: "Subscription Cancellation Request - [Your Email Address]" for clarity.
4. In the email body, include:
   • Your full name as it appears on your Pura account
   • The email address linked to your Pura account
   • Your current plan name (e.g., "Monthly Fragrance Subscription")
   • Your next billing date (the date you want to avoid being charged)
   • A clear statement: "I request cancellation of my Pura subscription effective immediately" or "effective before [date]"
   • Optionally, a brief reason (e.g., "I'm not using the service," or "I'm suspending purchases temporarily")
5. Do not send payment details, card numbers, or sensitive information in this email.
6. Click send and make a note of the time you sent it.
7. Watch your inbox for a reply from support@pura.com. Responses typically arrive within 24 to 48 hours during business days.
8. When Pura replies, save that email and any confirmation code they provide.

Pro tip: Send your cancellation email at least 5 business days before your renewal date. If your renewal is Friday, send your email by the previous Monday morning. This padding protects you if Pura's support team is slow or if there's a holiday.

Cancellation method 3: app store or google play cancellation

If you signed up for Pura through Apple App Store or Google Play, you cannot cancel inside Pura's app or website. You must cancel directly in your Apple or Google billing account, or Pura will continue charging you even after you delete the app.

For iPhone or iPad users (Apple App Store):

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
3. Select "Subscriptions."
4. Find and tap "Pura" in the list of active subscriptions.
5. Tap "Cancel Subscription" or the equivalent option.
6. Apple will ask you to confirm cancellation and may offer discounts to keep you. Select the option to proceed with cancellation.
7. You'll see a confirmation screen. Take a screenshot.
8. Check your email for a cancellation receipt from Apple (usually within minutes).

For Android users (Google Play):

1. Open the Google Play app on your Android phone or tablet.
2. Tap your profile icon in the top right corner.
3. Select "Payments and subscriptions."
4. Tap "Subscriptions."
5. Find and tap "Pura."
6. Tap "Cancel subscription" and confirm.
7. Google will show a confirmation page. Take a screenshot.
8. Check your email linked to your Google account for a cancellation confirmation.

Warning: If you signed up on App Store or Google Play but later tried to manage your subscription on Pura's website, your subscriptions are tracked separately. You must cancel in both places to fully stop the recurring charge. Stopee has seen users accidentally leave one subscription active and get charged months after they thought they'd canceled.

After you've sent your cancellation request

What happens next and how long it takes

Submitting a cancellation request is not the same as being canceled. After you press the cancel button or send the email, Pura has to process your request on their end. This typically takes 1 to 2 business days.

Here's the timeline you should expect. You cancel or email on Monday. Pura's support team sees it Tuesday and updates your account to "canceled" status. Your account no longer renews when the billing date arrives. If you're within 5 days of your renewal, confirm with Pura that you won't be charged again. If they confirm, you're safe.

If you receive a confirmation email saying your subscription has been canceled, save it permanently. This is your proof of cancellation. The email should include a date, confirmation code, and the effective date of cancellation (usually the date Pura processes it, not necessarily the date you requested it).

Checking your account after cancellation

Log back into your Pura account 48 hours after you cancel. Your subscription status should now show "Canceled," "Inactive," or "No Active Subscription." The page should no longer display an upcoming renewal date. If it still shows an active renewal date or a monthly charge pending, email support@pura.com again immediately and note the exact date and text you see. Do not ignore it; second requests are often processed faster.

Pro tip: Monitor your payment method (credit card, GCash, or Maya) for the next 30 days. Your statement should show no new Pura charges on or after your former renewal date. If you see a charge, contact your bank or digital wallet customer service and reference your cancellation confirmation from Pura. You can dispute a charge if Pura violates their own cancellation promise.

Refunds and billing credits after cancellation

What you can expect to be refunded

Canceling your Pura subscription stops future charges, but it does not automatically refund past charges. If you paid for December and cancel before taking a delivery, Pura's policy in available data does not promise a prorated refund. You should assume you will not receive money back for the month you cancel in unless you contact Pura specifically and ask.

However, if you cancel and Pura still charges you after the cancellation was confirmed, that charge is a billing error and you can dispute it. Stopee recommends documenting your cancellation email and the confirmation response so you have clear evidence of when you canceled.

Requesting a refund if you were charged after cancellation

If your next billing date arrives and you see a charge on your statement despite canceling, act quickly. Email support@pura.com immediately and include the following information:

• Your account email address
• The date you requested cancellation
• The date of the unexpected charge (from your bank or payment app statement)
• The charge amount in PHP or USD
• A copy of your cancellation confirmation (if you have it)
• A clear request: "I cancelled my subscription on [date] and was charged on [date]. Please refund this charge immediately."

Send this email and wait for Pura's response. They should refund you within 5 to 10 business days if the charge was their error. If Pura does not respond or refuses to refund you, escalate to your bank or digital wallet (GCash, Maya, etc.) and file a dispute or chargeback claim.

Your consumer rights in the philippines

The consumer act of the philippines and your protection

Your cancellation rights in the Philippines are protected under the Consumer Act of the Philippines, Republic Act No. 7394. This law requires that all terms and conditions of a subscription be clearly disclosed to you before you sign up. It also forbids unfair or deceptive acts, such as making cancellation deliberately hidden, refusing to process a cancellation request, or charging you after you've confirmed cancellation.

If Pura makes cancellation intentionally difficult, ignores your cancellation requests, or continues to charge you after you've clearly canceled, you have grounds to report them to the Department of Trade and Industry (DTI) Consumer Protection Group. Stopee encourages you to keep all emails and screenshots as evidence if you need to escalate.

Filing a complaint if pura refuses to cancel

If Pura's support team ignores your cancellation request, sends vague responses, or explicitly refuses to cancel, you can file a formal complaint. Contact the DTI Consumer Protection Group through their official website or visit a local DTI office in your province. Provide Pura's name, your account email, dates of cancellation requests, and copies of all emails you sent. The DTI has authority to investigate and compel Pura to comply with consumer law.

In most cases, a well-documented cancellation email or screenshot from the app is sufficient proof that you tried to cancel in good faith. Pura bears the burden of proving they processed your cancellation, not the other way around.

Common cancellation mistakes and how to avoid them

Canceling a subscription feels like it should be simple, but many Pura users stumble on preventable errors. We understand the frustration when a company makes the process harder than it needs to be, and that's why Stopee is here to help you navigate these pitfalls.

Mistake 1: thinking the app uninstall equals cancellation

Deleting the Pura app from your phone does nothing. The app is just an interface to view your subscription. Your subscription lives on Pura's servers, and deleting the app leaves the billing active. You must cancel inside the app, on the website, or via email. Stopee has helped countless users who thought removing the app would stop the charge, only to be surprised by a month's billing later.

Mistake 2: removing your payment method instead of canceling

Some people delete their credit card from their Pura account and assume they can't be charged. This is incorrect. Pura will attempt to charge your payment method on your renewal date. If the card no longer exists, Pura may send you a billing failure notice and ask you to update your payment details. If you ignore it, Pura may suspend your account, but you won't be "canceled"-you'll be in limbo. Cancel the subscription explicitly instead.

Mistake 3: canceling the wrong account or subscription

If you signed up on both the Pura website and via App Store, you have two separate subscriptions. Canceling one does not cancel the other. Check which platform you actually use and which one charges you each month. Stopee recommends checking all three: your Pura account, your Apple ID subscriptions, and your Google Play subscriptions in one sitting, so you don't miss an active plan.

Mistake 4: not waiting for confirmation before the renewal date

You press "cancel" and immediately feel relieved, then your renewal date arrives and you're charged anyway. This happens because Pura's systems take time to process cancellations. Always wait for a confirmation email before trusting that you're actually canceled. If your renewal is 3 days away and you just hit cancel, call your bank and ask them to decline the Pura charge, then sort it out afterward.

Mistake 4: forgetting to cancel in-app subscriptions

If you subscribed via Apple App Store or Google Play, canceling your Pura website account will not stop the in-app billing. You must cancel in Apple Settings or Google Play settings separately. This is one of the most common reasons Pura users are surprised by charges after they think they've canceled.

A checklist for canceling pura safely

Use this checklist before, during, and after your cancellation to ensure you don't miss a step.

Contact address for formal cancellation and escalation

Pura's official mailing addresses

If email support does not resolve your cancellation issue or you prefer to send a formal written request, you can mail Pura directly. Pura lists two addresses in their cancellation and terms documentation.

Primary address for cancellation requests:

Pura Inc.
2100 Pleasant Grove Boulevard, Suite 600
Pleasant Grove, Utah 84062
United States

Alternative address for returns and correspondence:

Pura Inc.
431 Diamond Street
San Francisco, California 94114
United States

If you send a letter to either address, include your full name, account email, next renewal date, and a clear statement requesting cancellation. Send it via registered mail if possible, so you have proof of delivery. Allow 7 to 14 business days for a response.

Stopee does not recommend this method as your first step because email is faster and more reliable. However, if Pura's support@pura.com address is unresponsive after 5 business days, a formal letter creates a documented paper trail that you can reference if you need to escalate to the DTI or your payment provider.

Final thoughts: take control of your subscription today

Canceling Pura is straightforward once you know exactly what to do and what to expect. The key is planning ahead, documenting every step, and following up. Do not assume an automatic process will handle itself. Do not delete the app and walk away. Do not remove your payment method and hope for the best. Instead, actively cancel through the proper channel, capture confirmation, and monitor your account afterward.

If you're ready to cancel, follow the step-by-step instructions in this guide for your subscription method (website, email, or app). If you're unsure whether you want to cancel fully, try pausing your subscription first. And if Pura refuses to honor your cancellation or keeps charging you, you have consumer protection laws and a clear escalation path through the DTI on your side.

Stopee has helped thousands of consumers cancel unwanted subscriptions, stop surprise charges, and reclaim control of their spending. Whether you're ending Pura or navigating any other recurring service, Stopee (stopee.com) is here to guide you through the process with clarity and confidence. Your subscription choices are yours to make, and your right to cancel is yours to exercise.