Manage Dekkoo

How to cancel dekkoo and stop charges in the philippines (2024 guide)

What dekkoo is and why you might want to cancel

Dekkoo is a niche streaming service built for LGBTQ+ audiences, offering films, series, and documentaries in a dedicated catalog. The service operates on a straightforward subscription model with a 3-day free trial that automatically converts to a paid plan if you do not cancel before the trial ends.

The challenge is not the service itself, but the cancellation process. Dekkoo operates with email-only support in the Philippines, no published phone line, and support contact limited to support@dekkoo.com. This setup means disputes can take longer to resolve, and continued charges after cancellation have been reported by local users. At Stopee, we help thousands of users navigate exactly these kinds of gaps.

Pricing in the philippines

Dekkoo charges you in Philippine pesos with two main plans. The monthly subscription is ₱489.00 per month, while the annual plan costs ₱4,190.00. You get unlimited streaming, ad-free viewing, and multi-device access on both plans. The 3-day free trial is where most accidental charges begin, so that deadline is critical to your wallet.

How dekkoo charges you depends on where you signed up

This is where cancellation gets tricky. If you subscribed directly on dekkoo.com, Dekkoo handles your billing and cancellation. If you signed up through the Apple App Store, Apple controls your billing and you cancel there. If you used Google Play, Google controls the subscription. Each path requires a different cancellation step, and Stopee users often tell us this confusion costs them extra months of charges.

Before you cancel anything, you must identify which platform holds your subscription. Open your email and find your most recent receipt or confirmation. Does it come from Dekkoo directly, Apple, or Google? That one fact saves you hours of frustration.

Your consumer rights in the philippines and what dekkoo must follow

The consumer act of the philippines protects your cancellation rights

The Consumer Act of the Philippines (Republic Act No. 7394) gives you the right to cancel subscription services without penalty, and it requires sellers to honour cooling-off periods. For streaming trials that auto-convert, the law expects clear disclosure of charges before they happen.

Dekkoo's trial-to-paid conversion is legal, but only if you received a clear warning before the trial ended. If Dekkoo did not show you an obvious countdown or confirmation prompt before charging you, you have grounds to dispute the charge through your bank or payment provider. Stopee recommends saving all communications and screenshots as proof.

What to do if dekkoo refuses to refund you

If Dekkoo does not respond to your cancellation request within 14 days, or if you are charged after canceling, escalate to the Department of Trade and Industry (DTI). The DTI Consumer Complaint Hotline (02-8751-0052) accepts disputes about unfair subscription practices and can intervene if the company ignores your formal request.

File a complaint with DTI if Dekkoo refuses a refund for charges after your cancellation date. Keep records of your cancellation email, your bank statement showing the unwanted charge, and any replies (or silence) from support@dekkoo.com. The DTI will formally notify Dekkoo and demand a response.

Three ways to cancel dekkoo depending on where you signed up

Cancel if you signed up directly on dekkoo.com

This is the most direct path, but Dekkoo's cancellation interface is buried in account settings. Follow these steps exactly, and take a screenshot at each confirmation to protect yourself.

1. Go to dekkoo.com and sign in with your email and password
   • If you forgot your password, use the "Forgot password" link on the login page
   • Check your email for the password reset link (check spam if it does not arrive in 5 minutes)
2. Once signed in, click your profile icon or account menu (usually top right)
   • Look for "Account", "Profile", or "Settings"
   • Do not click "Help" or "Contact us" - those do not let you cancel
3. Locate "Subscription" or "Billing" in your account settings
   • This may be labelled "My Subscription", "Manage Subscription", or "Billing Information"
   • Click on it to see your active plan and next billing date
4. Find and click the "Cancel Subscription" button or link
   • Warning: Dekkoo may offer you a discount or a pause option instead of cancellation. If you want to cancel, ignore those offers and continue
   • Click "Cancel" or "Confirm Cancellation" on the final screen
5. You will see a confirmation page or receive a confirmation email within 5 minutes
   • Screenshot the confirmation page immediately
   • Check your email (including spam folder) for confirmation from Dekkoo
   • Save that email for 6 months in case you are charged again
6. Verify your account status 24 hours later
   • Log back in and check that "Subscription" now shows "Cancelled" or "No Active Subscription"
   • If it still shows active, email support@dekkoo.com with your cancellation confirmation and ask for immediate cancellation

Pro tip: Cancel at least 48 hours before your next billing date. Dekkoo processes cancellations on a 24-48 hour delay, so canceling on your billing date sometimes results in one final charge. If that happens, that charge can be disputed as unauthorized.

Cancel if you signed up through apple app store

Apple handles your billing if you subscribed on iPhone or iPad. Dekkoo cannot cancel this subscription for you, so you must go into your Apple ID settings. This step is often missed by users who contact Dekkoo support expecting them to cancel an App Store subscription.

1. Open the App Store on your iPhone or iPad
   • On iPhone or iPad, swipe to the bottom of the screen and tap the Account icon (your profile picture)
   • You will be taken to the Account menu
2. Tap "Subscriptions" (you may need to scroll down to find it)
   • This shows all active and expired subscriptions linked to your Apple ID
   • Look for "Dekkoo" in the list
3. Tap "Dekkoo" to open your subscription details
   • You will see your billing date and plan level (monthly or annual)
4. Tap "Cancel Subscription" or "Edit Subscription"
   • Confirm the cancellation on the next screen
   • Warning: Apple may ask if you want to downgrade instead of cancel. Select "Cancel Subscription" explicitly
5. You will see "Expires on [date]" - that is your last day of access
   • Screenshot this screen
   • You will receive a cancellation confirmation email from Apple within minutes
6. Verify on the next day that Dekkoo shows as "Expired" or no longer appears in your subscriptions list

Pro tip: Apple sometimes re-bills automatically if you cancel too close to the renewal date. If you see a charge after cancellation, contact Apple Support (go to Settings > [Your Name] > iTunes & App Store > Apple ID > View ID > Purchase History) and request a refund within 60 days of the charge.

Cancel if you signed up through google play

Google Play subscribers must cancel through Google's subscription manager, not Dekkoo. The process is similar to Apple but takes place on your Android device or on the Google Play website.

1. Open Google Play on your Android phone or tablet
   • Tap your profile picture (top right corner)
   • Select "Manage your Google Account" or "Payments and subscriptions"
   • You may be taken to a Google Account page; if so, look for "Manage all subscriptions" or "Manage subscriptions"
2. Tap "Subscriptions"
   • A list of all active subscriptions will appear
   • Find "Dekkoo" in this list
3. Tap "Dekkoo" to view your subscription details
   • You will see your billing cycle and renewal date
4. Tap "Cancel Subscription"
   • Google will ask you to confirm; select "Cancel Subscription" on the confirmation prompt
   • Warning: Google may display a discount offer. Ignore it and continue to cancellation
5. You will see a message confirming your cancellation and showing your access end date
   • Screenshot this immediately
   • Check your email for a cancellation confirmation from Google
6. Check again after 24 hours that Dekkoo no longer appears as active in your subscriptions

If you subscribed using Google Play on a computer, visit play.google.com, log in, go to "Account" (top left), tap "Subscriptions", find Dekkoo, and follow the same cancellation steps online.

What happens to your account after you cancel

Your access ends on a specific date

When you cancel, Dekkoo does not cut off your access immediately. Instead, you retain full viewing access until the end of your current billing period. If your next billing date is 15 days away, you can keep watching until day 15, and then access stops.

This is standard for streaming services and is intentional. You paid for access through that date, so you keep it. On the day after your access ends, your Dekkoo account will show as "Inactive" or "Expired" if you log in, but your account itself is not deleted.

Reactivation and what happens to your data

If you change your mind and want to reactivate, you can resubscribe anytime. Dekkoo will remember your watchlist and viewing history if you reactivate within a few months, though Stopee recommends confirming this with support@dekkoo.com if you plan to return.

Dekkoo does not publicly state how long it keeps your account data after cancellation, so if you plan to return in 6+ months, email support before you cancel and ask for confirmation that your watchlist will be preserved. This is a simple email that takes 2 minutes and saves you from losing your preferences.

Refunds and what you can claim after cancellation

When dekkoo will refund you

Dekkoo offers refunds in two scenarios: charges during your free trial if you cancelled on time, and unauthorized charges after your cancellation date. The company does not offer refunds for partial-month cancellations (if you cancel mid-month, you do not get a refund for unused days).

If you were charged during your 3-day free trial because you missed the cancellation deadline, contact support@dekkoo.com within 7 days with your cancellation confirmation and your receipt. Dekkoo will typically refund this charge as a courtesy, though it is not legally required to.

If you were charged after cancelling

This is the most common complaint Stopee receives about streaming services. You cancelled on day 20, but Dekkoo charged you again on day 30. Here is what to do immediately.

1. Email support@dekkoo.com with the subject line "Unauthorized charge after cancellation"
   • Include your cancellation confirmation (date and reference number if you have one)
   • Include screenshots of your bank statement showing the unwanted charge
   • Request a refund and state the charge date
   • Set a 7-day deadline for their response
2. If Dekkoo does not respond in 7 days, contact your bank or payment provider
   • Call your bank's customer service or log into your online banking
   • Request a dispute or chargeback for the Dekkoo charge
   • Provide your cancellation confirmation as evidence that you did not authorize the charge
   • Most banks refund unauthorized streaming charges within 10-15 business days
3. If you paid through GCash or Maya, open the app and report the transaction as unauthorized
   • GCash and Maya both allow dispute filing directly in the app under "Transaction Details"
   • Attach your cancellation email as proof
   • Refunds typically process within 5-10 business days
4. File a formal complaint with the DTI if the charge remains unrefunded after 21 days
   • Call the DTI hotline at 02-8751-0052 or visit www.dti.gov.ph
   • File under "unfair subscription practices"
   • The DTI will contact Dekkoo and demand a response within 15 days

Pro tip: Document everything. Save your cancellation email, bank statements, screenshots, and any replies from Dekkoo. These are your proof if the dispute goes to DTI or your bank.

Common mistakes that trap you in unwanted charges

Canceling should be straightforward, but users regularly make small errors that result in extra charges. Stopee has seen these mistakes hundreds of times, and they are almost always avoidable with the right awareness.

Mistake 1: canceling on your billing date instead of before it

If your next charge is March 15, you must cancel by March 14. Canceling on March 15 often results in one final charge because billing systems process charges before cancellation requests. Always cancel at least 48 hours before your renewal date.

Mistake 2: contacting dekkoo instead of the platform where you subscribed

Apple App Store and Google Play subscribers often email Dekkoo asking them to cancel. Dekkoo cannot cancel an App Store or Google Play subscription because Apple and Google own the billing relationship. You must cancel directly with Apple or Google. Emailing Dekkoo about an App Store subscription wastes time and leaves you charged.

Mistake 3: accepting a discount offer instead of canceling

Both the Dekkoo website and the app show discount or pause options when you try to cancel. A discount offer is not a cancellation. If you want to stop all charges, you must explicitly select "Cancel Subscription", not "Pause" or "Get 50% off next month".

Mistake 4: not screenshotting your cancellation confirmation

Dekkoo's cancellation confirmation is sometimes buried in your email spam folder or arrives hours later. If you see the confirmation page on screen, screenshot it immediately. If a dispute arises 30 days later, that screenshot is your proof that you cancelled, and Stopee users have successfully used these screenshots to recover unauthorized charges.

Mistake 5: thinking your access ends immediately

You will be charged through the end of your current billing period even after you cancel. If you cancel on March 1 and your billing date is March 15, you will lose access on March 15, not immediately. Do not be alarmed by this. It is normal, and you are entitled to access until that date.

Pricing comparison and whether you should keep dekkoo

Dekkoo at ₱489.00 per month is one of the pricier niche streaming services in the Philippines. Whether you keep it depends on how much you use LGBTQ+ content. If you watch multiple titles per week, the cost is reasonable. If you subscribed purely for the free trial and have not opened the app in weeks, cancel now and reclaim that monthly cost.

Your cancellation checklist

Use this checklist to ensure you cancel correctly and have proof if a dispute arises later.

1. I have identified where I subscribed (Dekkoo.com, Apple App Store, or Google Play)
2. I have screenshotted my current active subscription showing my plan and renewal date
3. I have saved my most recent payment receipt or bank statement entry
4. I have noted my next billing date in my phone or calendar
5. I have cancelled at least 48 hours before the renewal date
6. I have seen a cancellation confirmation page and screenshotted it
7. I have received a cancellation confirmation email and saved it
8. I have logged back in 24 hours later to verify the account shows as inactive or cancelled
9. I have waited for my renewal date to pass without an extra charge appearing
10. If an unauthorized charge appears, I have emailed support@dekkoo.com with my proof within 7 days

How stopee helps you take control of your subscriptions

Dekkoo is one of thousands of subscription services that bury cancellation steps and rely on user confusion to keep charging. At Stopee, we have helped thousands of consumers cancel recurring charges, recover unauthorized payments, and understand their subscription rights in the Philippines.

Whether you are dealing with Dekkoo or any other streaming, fitness, or software subscription, Stopee provides step-by-step cancellation guides, refund templates, and escalation strategies that work. Our guides are written by consumer advocates who know the tactics companies use and the legal rights you have under the Consumer Act of the Philippines.

If Dekkoo continues charging you after cancellation, or if support does not reply, Stopee's resources on filing DTI complaints and chargebacks have helped consumers recover thousands of pesos in unauthorized charges. Visit Stopee.com to access guides for thousands of services and to find templates for demanding refunds.

Contact information for dekkoo support and escalation

Dekkoo operates with email-only support in the Philippines. There is no published postal address, phone line, or live chat.

If you are cancelling, contact support@dekkoo.com with a clear subject line: "Cancellation request for [your email address]". Keep your email brief, include your account email and next billing date, and request written confirmation of cancellation. Do not rely on phone calls or social media because Dekkoo does not monitor those channels for billing requests.

Final thoughts on taking control of your dekkoo subscription

Cancelling Dekkoo is straightforward once you identify which platform holds your subscription and follow the correct cancellation path. The key is to act before your next billing date, screenshot every confirmation, and escalate quickly if an unauthorized charge appears.

You are not locked into Dekkoo. The service is optional, and cancelling carries no penalty under the Consumer Act of the Philippines. If you are ready to stop charges, use the step-by-step guide above that matches your signup platform, and verify cancellation 24 hours later. If Dekkoo charges you after cancellation, your bank and the DTI both have tools to recover that money for you.

For guidance on cancelling Dekkoo or any other subscription, Stopee has helped thousands of consumers take back control of their recurring charges and understand their cancellation rights. Visit Stopee.com for cancellation guides, refund templates, and escalation strategies tailored to services in the Philippines. Your money, your choice, and Stopee is here to make sure that choice is honoured.