Manage Dermatica

How to cancel dermatica and protect your rights in singapore

What dermatica is and how the subscription works

Dermatica is an online personalised skincare service that delivers prescription-strength topical treatments tailored to your skin condition. You complete an online consultation, receive a custom formula, and the service automatically ships refills on your chosen schedule-2, 4, 6, or 12-month cycles-until you cancel. Understanding how your subscription renews is the first step toward taking control of your account, and that's why Stopee has created this complete cancellation guide for Singapore users.

How dermatica delivers and charges you

Dermatica dispenses formulas as bottles and ships them on a recurring automated schedule. Your billing and shipments renew automatically unless you cancel before the next renewal date. The service targets common skin concerns including acne, pigmentation, and rosacea, making it popular among users seeking dermatologist-grade treatment at home.

Why you might want to cancel

You may cancel Dermatica for many reasons: the formula isn't working for your skin, costs are mounting, you've found an alternative treatment, or you simply want to pause. Whatever your reason, you have rights. Stopee helps you understand those rights and execute a clean cancellation without hidden charges or ongoing billing surprises.

Your consumer rights when cancelling dermatica

Singapore's Consumer Protection (Fair Trading) Act protects your rights as a consumer, even when dealing with overseas services like Dermatica. Know your protections before you cancel.

The 14-day cooling-off period and when it applies

Under Singapore law, you typically have 14 days from the date you receive goods to cancel a distance contract (including online purchases) without penalty. However, this right does not apply if the goods are custom-made or personalised-and Dermatica's formulas are bespoke. This means you cannot rely on the automatic 14-day right once your personalised formula has been prepared. That said, if you cancel before your first shipment is dispatched, you may have stronger grounds for a refund. Stopee recommends acting quickly if you change your mind after signing up.

Fair trading act protections for misleading claims

If Dermatica made false or misleading claims about efficacy, ingredients, or your ability to cancel, the Fair Trading Act covers you. You can lodge a complaint with the Competition and Consumer Commission of Singapore (CCCS) if the company engages in unfair trading practices. Stopee emphasises this as a last resort, but it's a powerful lever if standard cancellation channels fail.

Your right to clear cancellation and billing information

You have the right to clear information about cancellation methods before you subscribe. If Dermatica's cancellation process is deliberately obscured or if charges continue after you cancel, that is a breach of fair trading standards. Document all your cancellation attempts and retain correspondence-this evidence is crucial if you escalate to CCCS.

Methods to cancel dermatica from singapore

You have four main cancellation pathways, each with different processing times and safeguards. Stopee recommends choosing the method that leaves the clearest audit trail.

Cancel through the dermatica website (account settings)

This is the fastest and most direct method if you manage your subscription through Dermatica's own platform.

1. Log in to dermatica.com using your registered email and password.
   • If you've forgotten your password, use the "Forgot password?" link on the login page and reset via email.
2. Navigate to Account Settings (usually found in a menu or profile icon in the top right).
   • Look for a "Subscription" or "Billing" tab.
3. Select "Manage Subscription" or similar wording, then choose "Cancel Subscription."
   • Dermatica may ask why you're cancelling; you do not have to provide a reason, but doing so can help them improve.
4. Confirm the cancellation. Take a screenshot of the confirmation page.
   • Pro tip: Many users skip this step and later discover their cancellation didn't go through. Confirmation is proof.
5. Wait for a confirmation email from Dermatica within 24 hours.
   • If you don't receive one, log back in and verify cancellation status. If status shows "active," repeat the process or escalate via email (see below).
6. Check your account 48 hours later to confirm the subscription status shows "cancelled" or "inactive."
   • This ensures no automatic renewal occurs at the next billing cycle.

Warning: Cancelling online stops future automatic renewals, but orders already processed or dispatched before your cancellation request may still ship. See the "After cancellation" section for handling shipped orders.

Cancel via the apple app store (iOS users)

If you subscribed through the Apple App Store, you must cancel through Apple's system, not Dermatica's website.

1. Open Settings on your iPhone or iPad.
   • Do not open the Dermatica app itself; the settings for subscriptions are in your device Settings, not the app.
2. Tap your name or profile icon at the top.
   • This takes you to your Apple ID settings.
3. Select "Subscriptions" from the menu.
   • You'll see a list of all active subscriptions tied to your Apple ID.
4. Find Dermatica in the list and tap it.
   • If you see multiple entries (e.g., a free trial and a paid plan), ensure you're cancelling the active paid subscription.
5. Tap "Cancel Subscription" and confirm.
   • Apple will ask if you want to keep your subscription until the end of the current billing period. Choose "Stop Subscription" to cancel immediately or let it expire on the renewal date.
6. Save a screenshot showing "Subscription cancelled" or a message confirming the cancellation.
   • Apple's system is the source of truth here; your cancellation is final once Apple confirms it.

Pro tip: App Store subscriptions can be re-enabled by accident if you tap "Restore" in the app. Make sure you don't accidentally reactivate it when opening Dermatica for the last time to retrieve your treatment notes.

Cancel via google play (Android users)

Android users follow a similar process through Google Play, not through Dermatica directly.

1. Open the Google Play Store app on your Android device.
   • Tap the menu icon (three horizontal lines) in the top left.
2. Select "Subscriptions" from the menu.
   • This shows all subscriptions charged to your Google Play account.
3. Tap Dermatica in the subscription list.
   • If you're unsure which entry is active, tap each one and note the renewal date-the one with the soonest renewal date is your active plan.
4. Tap "Cancel Subscription."
   • Google Play will offer you the option to cancel immediately or let it expire at the end of the current cycle.
5. Confirm and take a screenshot of the confirmation.
   • Google Play shows a cancellation confirmation screen; capture this as your proof.
6. Verify cancellation status by reopening the Subscriptions menu within 24 hours.
   • If Dermatica no longer appears in your active subscriptions, the cancellation succeeded.

Warning: Like Apple, Google Play subscriptions can sometimes reactivate if you tap "Restore Purchase" in the app by mistake. Avoid the Dermatica app after cancelling unless you intend to reactivate.

Cancel by email, contact form, or postal letter

If the above methods fail or you prefer a documented paper trail, contact Dermatica directly via email or post.

1. Locate Dermatica's support email address on their website (typically support@dermatica.com or a contact form link).
   • If their website doesn't display a direct email, use the online contact form and send your cancellation request there.
2. Write a clear cancellation email stating your full name, registered email address, and account number (if you have it).
   • Example: "I request immediate cancellation of my Dermatica subscription effective [today's date]. Please confirm cancellation and stop all future charges to my account."
3. Send the email from the same address registered with your Dermatica account.
   • This helps Dermatica verify your identity without additional back-and-forth.
4. Keep a copy of your sent email and wait for a response within 5-7 business days.
   • If Dermatica doesn't respond, send a follow-up email or escalate (see the address section below).
5. Alternatively, send a formal letter to Dermatica's corporate address (provided at the end of this guide).
   • Use registered post if you want proof of delivery. Include the same information as your email: full name, account email, and request for cancellation.
6. Retain all correspondence until you see the cancellation reflected in your account or on your credit card statement.
   • This documentation is invaluable if you need to file a dispute with your bank or lodge a complaint with CCCS.

Pro tip: Stopee recommends email over post for speed, but use post if email responses are slow or if Dermatica ignores your first email. A registered letter carries legal weight and shows the company you're serious.

What happens to your account and access after cancellation

Cancellation doesn't mean instant account deletion. Understanding what happens next prevents confusion and unwanted charges.

Access and renewal timeline

Once you cancel, your subscription stops renewing after the current paid period ends. If you cancel mid-cycle (e.g., 20 days into a 30-day billing period), you typically keep access to your account and any previously downloaded treatment information until that period expires. You will not be charged again unless you manually reactivate. Stopee recommends logging in once per week for two weeks after cancellation to confirm your subscription status remains "cancelled" or "inactive."

Orders already processed or shipped

A critical distinction: cancelling your subscription does not automatically cancel orders that have already been processed or packed for shipment. If your formula was dispatched before your cancellation request reached Dermatica's system, you may receive it anyway. In this case, you have two options: refuse delivery (contact your courier) or accept it and request a return. Contact Dermatica support immediately with your order number if you receive an unexpected shipment.

Account data and reactivation

Dermatica usually keeps your account data (consultation results, treatment history, preferences) for 12 months after cancellation, allowing you to reactivate without repeating the online consultation. Check your account dashboard or email Dermatica support if you want to know their specific data retention policy. If you wish to delete your account entirely (not just cancel the subscription), make a separate request; deletion is different from cancellation and requires explicit instruction.

Refund policy and your chances of getting your money back

Refunds are the most common source of frustration when cancelling Dermatica. Know the rules before you expect a repayment.

The standard refund policy

Dermatica does not automatically refund payments for orders that have already been processed or dispatched. Once your custom formula has been created and shipped, the company treats it as a delivered service and non-refundable. This aligns with the fact that your formula is bespoke and cannot be resold. However, if you cancel before your order is processed, you have a stronger case for a refund of that upcoming charge. Stopee advises cancelling as soon as you decide to stop, because once an order enters the fulfilment pipeline, your refund options shrink.

When you can request a refund

Discretionary refunds are possible in specific situations. Examples include:

• You were charged for an order you explicitly cancelled before processing.
• You were charged twice by mistake or for a service not provided.
• The product arrived damaged and was not replaced at no cost.
• Dermatica made misleading claims about the service or ingredients.

To request a discretionary refund, email Dermatica support with your order number, date of charge, and a clear explanation. Include screenshots of your cancellation confirmation and your bank or card statement. Dermatica's support team reviews these requests individually and may grant a refund if they believe the circumstances warrant one. This process typically takes 10-14 days.

Escalation: disputing the charge with your bank

If Dermatica refuses your refund request or does not respond within 14 days, you can dispute the charge with your bank or credit card issuer. This is called a "chargeback" or "dispute," and it's a legitimate consumer protection tool. Contact your bank, provide copies of all your cancellation requests and Dermatica's responses, and ask them to initiate a chargeback. Your bank will typically give you a temporary refund while they investigate. Warning: File a chargeback only after you've given Dermatica a fair chance to refund you directly; multiple chargebacks may damage your banking relationship. Stopee sees chargebacks as a final resort, not a first step.

Common cancellation mistakes and how to avoid them

Cancelling sounds simple, but one wrong move can leave you charged for months longer than intended. We understand the frustration of discovering unwanted charges weeks after you thought you'd cancelled.

Mistake 1: cancelling in the app without cancelling in the account settings

Some users delete the Dermatica app from their phone, thinking this cancels the subscription. It doesn't. Deleting an app merely removes it from your device; your subscription remains active and renews automatically. You must cancel in the account settings (web), Apple Settings, or Google Play-not just uninstall the app. Stopee recommends this as the single most common error.

Mistake 2: cancelling one subscription when you have multiple active plans

If you subscribed via both the web and the app, you may have two separate subscriptions. Cancelling only the web subscription leaves the app subscription active. Log in to every platform you use (web, iOS, Android) and cancel on each. Check all three cancellation methods and confirm all subscriptions show "cancelled" before considering the task done.

Mistake 3: assuming cancellation prevents already-shipped orders

Orders processed before your cancellation request arrive anyway. If your formula was packed or in transit when you cancelled, it will still be delivered. You cannot retroactively stop a dispatched order through subscription cancellation alone. Instead, refuse the delivery or contact the courier. Then email Dermatica with your order number and request a return or refund. Don't ignore the package hoping it goes away; doing so may incur additional handling fees.

Mistake 4: not keeping cancellation confirmations

Screenshots and email confirmations are your only proof of cancellation. Without them, Dermatica can claim they never received your request, and you'll struggle to dispute a charge. Take a screenshot every time you cancel, note the date and time, and save the confirmation email. Keep these for at least three months after cancellation.

Mistake 5: forgetting to check your bank statement after cancellation

Set a calendar reminder to review your bank or card statement two weeks after cancellation. If Dermatica charged you again, you'll catch it early and can dispute it immediately. Many users find unwanted charges three months later when it's harder to prove the cancellation was genuine. Stopee recommends a quick monthly check for the first three months post-cancellation.

Your pre-cancellation checklist

Before you cancel, use this checklist to ensure a smooth process and protect yourself.

Addressing common questions from other singapore users

We've compiled real questions from users who've cancelled Dermatica. Your concern is likely answered here.

Can i pause my subscription instead of cancelling?

Dermatica does not offer a formal "pause" option. You can cancel and reactivate within 12 months (your account data is retained), but this is not a true pause. If you want to stop treatment temporarily, cancellation is your only option. Reactivation is quick-you won't need to redo your full consultation if you rejoin within a year.

Will dermatica send me reminder emails before cancellation takes effect?

No. Once you cancel, Dermatica stops sending renewal notices. This means you won't receive a warning email before the cancellation becomes final. Verify cancellation yourself within 48 hours by logging in or checking your subscription status in your app store account.

What if my cancellation didn't go through and i was charged again?

Contact Dermatica support immediately with your charge date and amount. Provide a screenshot of your cancellation confirmation. Request a refund of the erroneous charge. If they refuse or ignore you within 7 days, contact your bank to dispute the charge. Stopee recommends following the email escalation path before filing a chargeback.

Can i cancel without providing a reason?

Yes. You do not have to explain why you're cancelling. If Dermatica asks, you can skip the reason field or leave it blank. You have no obligation to justify your decision to cancel.

Comparison: cancellation methods at a glance

Here's how each cancellation method stacks up in speed, proof, and reliability.

If dermatica refuses to cancel or keeps charging you

Occasionally, a company ignores cancellation requests or continues charging despite your best efforts. You have legal recourse in Singapore.

Step 1: document everything and send a final written demand

Compile all cancellation attempts, confirmation screenshots, and bank statements showing unwanted charges. Send Dermatica a final email (or registered letter) stating: "I have requested cancellation of my subscription on [dates]. I have received no valid confirmation. I demand immediate cessation of all charges and a full refund of [amount] by [date 14 days from letter]. Failure to comply will result in escalation to the Competition and Consumer Commission of Singapore and my bank." Keep a copy of this demand.

Step 2: dispute the charge with your bank

If Dermatica does not respond within 14 days of your final demand, contact your bank or credit card company. File a dispute or chargeback claim. Provide your demand letter, all cancellation confirmations, and bank statements as evidence. Your bank will contact Dermatica and typically refund you within 30 days while they investigate.

Step 3: lodge a complaint with CCCS

If the company continues to charge you or refuses to acknowledge your cancellation after your bank's intervention, file a complaint with the Competition and Consumer Commission of Singapore (CCCS). You can lodge a complaint online at www.cccs.gov.sg. Describe the situation, attach all your documentation, and CCCS will investigate whether Dermatica has engaged in unfair trading practices. This is a free service and can result in formal action against the company.

Pro tip: CCCS involvement is rare if you follow the previous steps, but it's your strongest lever if Dermatica operates unfairly. Most companies comply once they receive a CCCS complaint.

Dermatica's corporate address for formal correspondence

If you need to send a formal cancellation letter or escalation, use this address:

Dermatica
Worship Street
London EC2A 2BE
United Kingdom

Include your full name, registered email, account number, and a clear statement of your request (cancellation, refund, or complaint). Use registered or tracked mail so you have proof of delivery. Allow 10-14 business days for a response. If you receive no reply, escalate to CCCS as described above.

Final thoughts: taking control of your subscription

Cancelling Dermatica is straightforward if you follow these steps, but the process only works if you act decisively and keep detailed records. From the moment you decide to cancel, you have rights-under Singapore's Consumer Protection (Fair Trading) Act and your credit card issuer's dispute procedures-to protect yourself from unwanted charges and misleading practices.

Stopee has helped thousands of consumers cancel unwanted subscriptions and recover refunds by providing clear, step-by-step guidance and highlighting the legal protections available. Your cancellation is your choice, and Stopee is here to ensure you carry it out without frustration or hidden fees. If you encounter resistance, know that you have escalation paths: your bank, CCCS, and the Fair Trading Act itself. Use them confidently.

Bookmark this guide, take your screenshots, and cancel today. Your wallet-and your peace of mind-will thank you. And remember: Stopee is always here if you need to cancel any other subscription service in the future.