Manage Prose

How to cancel prose and protect your refund rights in singapore

What prose is and why you might want to cancel

Prose is a personalised hair and skincare company that creates custom-formulated products based on your individual profile and needs. You complete an online consultation, receive a bespoke formula, and choose whether to make a one-time purchase or commit to a monthly subscription for regular deliveries.

Many customers in Singapore sign up for Prose's promise of tailored solutions, but cancellation requests often go unanswered or refunds are denied without clear explanation. If you've decided Prose isn't working for you, or if billing has continued without your consent, this guide will walk you through every step to cancel safely and recover what you're owed.

When you should cancel prose

You might want to cancel if the custom formula hasn't delivered results, if subscription costs have become unmanageable, or if you've found a more affordable alternative. You should cancel immediately if you notice unauthorised charges, if Prose continues billing after a cancellation request, or if you're unhappy with the product quality. Stopping future charges is always your right, and Stopee exists to help you exercise that right without friction.

Your consumer rights in singapore and what they protect

Singapore's Consumer Protection (Fair Trading) Act gives you strong protections when dealing with subscription services like Prose. You have the right to clear pricing disclosure, transparent renewal terms, and fair refund policies.

What singapore law requires prose to do

Under the Consumer Protection (Fair Trading) Act, Prose must:

• Display pricing clearly in Singapore Dollars (SGD) before you are charged.
• Provide explicit confirmation of subscription terms, including renewal dates and amounts.
• Send advance notice before auto-renewal occurs.
• Honour cancellation requests within a reasonable timeframe (typically 14 days).
• Refund charges that breach these terms or were made without proper consent.

If Prose fails to meet these obligations, you can lodge a complaint with the Consumers Association of Singapore (CASE) or pursue a chargeback through your bank or credit card issuer.

Where to escalate if prose ignores your cancellation

If Prose does not respond to your cancellation request within 14 days, or if charges continue after cancellation, contact the Consumers Association of Singapore (CASE) at 1800-6-CASE-1 (1800-622-7351) or visit their website. CASE is Singapore's official consumer protection authority and can investigate complaints, mediate disputes, and pressure companies to comply with the law. Stopee recommends documenting all cancellation attempts-emails, screenshots, support chat logs-before escalating to CASE or your bank.

How to cancel prose step by step

Prose offers multiple cancellation routes, but only some are reliably active. Start with the website method; if that fails, move to email and escalation channels.

Method 1: cancel via your prose account (fastest)

1. Open your web browser and go to the Prose website.
   • Sign in with your email and password.
   • Navigate to "My Account" or "Account Settings".
2. Look for "My Subscription" or "Subscriptions" tab.
   • Review your active subscriptions and renewal dates.
   • Click the subscription you want to cancel.
3. Select "Cancel Subscription" or "Pause Subscription".
   • Read any warning messages about loss of discounts or refunds.
   • Prose may ask why you're cancelling; answer honestly to help them improve.
4. Confirm your cancellation.
   • You should receive an immediate on-screen confirmation.
   • Check your email for a cancellation confirmation message within 24 hours.
5. Verify cancellation took effect.
   • Return to "My Subscriptions" and confirm the status shows "Cancelled" or "Inactive".
   • Check your credit card or bank statement to ensure no new charges appear on your next billing date.

Pro tip: Screenshot your cancellation confirmation page and email. Stopee has seen cases where Prose's website cancellation did not process on the backend, and customers were charged again without warning. Save proof so you can dispute any unauthorised charges later.

Method 2: cancel via email (if website fails)

1. Open your email client and create a new message to hello@prose.com.
   • Use a subject line like "Cancellation Request - Subscription Account Closure".
   • Send from the email address linked to your Prose account.
2. Write a clear, brief cancellation request.
   • Include your full name, email, and account number or phone number associated with your account.
   • State: "I request immediate cancellation of my Prose subscription effective today."
   • Do not apologise or over-explain; be direct.
3. Ask for written confirmation.
   • End with: "Please confirm cancellation in writing within 48 hours."
   • Ask them to include the cancellation date and final billing date.
4. Send and keep a copy.
   • Save a copy of the email in a folder labelled "Prose Cancellation".
   • Note the date and time you sent it.
5. Wait for a response.
   • Prose typically replies within 3-5 business days.
   • If you don't hear back within 7 days, send a follow-up email.

Warning: Stopee has found that Prose's email support is inconsistent. Some customers report responses within hours; others wait weeks. If the first email receives no reply, send a second follow-up with "Urgent: No Response to Cancellation Request" in the subject line.

Method 3: cancel via social media (escalation if email stalls)

1. Locate Prose on Instagram, Facebook, or TikTok.
   • Search for the official Prose business account (verify the blue checkmark).
2. Send a direct message (DM) with your cancellation request.
   • Include your account email and a brief cancellation statement.
   • Keep the tone professional and factual.
3. Tag the company in a public comment if the DM goes unanswered after 5 days.
   • Public pressure often forces a faster response than private channels.
   • Example: "I have requested cancellation via email and website with no response. Please help."
4. Document the interaction.
   • Screenshot all messages and timestamps.
   • Keep these in your records for potential CASE or chargeback disputes.

What happens after you cancel prose

Cancellation is not always instant, and Prose's terms can be confusing. Here's what to expect and what you control.

Your subscription and future shipments

When you cancel, Prose stops all future shipments and automatic renewals from that point forward. However, orders already placed or in transit before your cancellation request will still be delivered. You cannot cancel an order in transit, but you can refuse delivery or return it once it arrives (see the refund section below).

Your cancellation becomes effective either immediately (if you cancel via the website) or at the end of the current billing cycle (if Prose's terms define it that way). Always confirm the exact effective date in your cancellation confirmation email.

Your account, data, and login access

Cancelling a subscription does not automatically delete your account or personal data. Your Prose account, profile, quiz answers, and order history remain stored. If you want your personal information permanently deleted, you must request this separately in writing to hello@prose.com or through your account settings under "Privacy" or "Data Deletion".

Pro tip: Stopee advises keeping your account active until you receive a final confirmation that all charges have stopped. Some customers delete their accounts too early and lose proof of their cancellation request, which makes chargebacks harder to win.

Prose pricing in singapore and what you might save

Prose does not publish official Singapore Dollar pricing; the estimates below are based on USD rates converted at current exchange rates and may vary slightly at checkout due to taxes and promotions.

If you're subscribed to multiple products, your total monthly outlay can reach SGD 100 or more. Before you cancel, check whether pausing your subscription (instead of full cancellation) might give you breathing room without losing your formula or account.

Will you get a refund after cancelling

Refunds are where many Prose cancellations become contentious. Singapore law gives you rights, but Prose's terms often conflict with those rights. Stopee has helped customers recover refunds by understanding both.

The 30-day money-back guarantee (Prose promise)

Prose advertises a 30-day money-back guarantee on first orders. If you are unhappy with your custom formula within 30 days of purchase, you can request a refund or a free formula adjustment. This is your strongest refund lever if your first order has not yet been opened or has been opened but not used extensively.

To claim this guarantee, email hello@prose.com with:

• Your order number.
• The purchase date.
• A clear statement that you are unhappy with the formula.
• A photo of the unopened or lightly used product (if requested).

Prose will typically offer a formula adjustment or arrange a return and refund within 5-7 business days.

Refunds for cancelled subscriptions

This is where complications arise. Prose's End User Licence Agreement (EULA) states that cancelling a subscription takes effect at the end of the current billing cycle and that no refunds are issued for the cancelled portion of that cycle. In other words, if you cancel on Day 5 of a 30-day billing cycle, you lose the remaining 25 days of access and charges, and Prose will not refund the unused portion.

However, this term may conflict with Singapore consumer law if it is deemed unfair or if Prose failed to provide clear advance notice of renewal. If you were never told a renewal was coming, or if the cancellation button was deliberately hidden, you have grounds to dispute the charge under the Consumer Protection (Fair Trading) Act.

How to win a refund for cancelled subscriptions

1. Request a refund in writing first.
   • Email hello@prose.com stating your cancellation date and requesting a prorated refund for unused days.
   • Reference the Consumer Protection (Fair Trading) Act and your right to fair terms.
   • Keep a copy and note the date.
2. Wait 14 days for a response.
   • If Prose refuses or ignores your request, move to step 3.
3. File a chargeback with your bank or credit card issuer.
   • Contact your bank's dispute team by phone or online banking.
   • Explain that you cancelled your subscription and Prose refuses to refund the unused portion or failed to honour your cancellation.
   • Provide all emails, screenshots, and cancellation confirmations.
   • Your bank will initiate a chargeback investigation; Prose will have 30 days to respond.
4. Lodge a complaint with CASE if the chargeback is denied.
   • Call CASE at 1800-622-7351 or visit their website.
   • They can investigate Prose for breaching consumer protection laws and mediate a settlement.

Pro tip: Stopee has tracked cases where customers won chargebacks by proving they cancelled promptly but Prose continued charging. Credit card issuers in Singapore have strong incentives to side with you if you provide clear evidence of the cancellation request and the refusal to refund.

Common mistakes to avoid when cancelling prose

Cancellations can be stressful, especially when you're frustrated with a company. Small missteps can cost you time, money, and evidence. Here's what Stopee sees customers get wrong most often.

Mistake 1: assuming the website cancellation worked without verification

Many customers cancel on Prose's website, see a confirmation screen, and assume they're done. Weeks later, they notice a fresh charge. Always log back in 24 hours after website cancellation to verify the subscription status shows "Cancelled" or "Inactive". Check your bank statement on your next expected billing date. If a charge appears, escalate immediately.

Mistake 2: sending cancellation requests from a different email address

If your Prose account is registered under one email but you send a cancellation request from another, Prose may claim they can't match the request to an account and refuse to process it. Always send cancellation emails from the same email address linked to your Prose account.

Mistake 3: deleting your account before confirming cancellation

Never delete your Prose account immediately after cancelling. Keep it active for at least 30 days to verify no further charges appear. Once you've confirmed the cancellation is permanent and no refund is needed, then request account deletion if you wish.

Mistake 4: not documenting everything

Screenshots, email copies, timestamps-these are your evidence if you need to file a chargeback or lodge a CASE complaint. Create a folder on your computer or phone and save every scrap of proof. Stopee advises treating this as a small claims process from day one.

Mistake 5: waiting too long to escalate

If Prose ignores an email for more than 7 days, don't keep waiting. Move to the next channel (social media, CASE, chargeback) immediately. The longer you wait, the older your evidence becomes and the harder it is to prove the timeline of your attempts to cancel.

Your cancellation checklist for prose

Use this checklist to ensure you've done everything needed to cancel safely and protect yourself.

• Confirm your account email address and phone number on file with Prose.
• Attempt cancellation via the Prose website and screenshot the confirmation.
• If the website option is unavailable or unclear, send a cancellation email to hello@prose.com from your registered account email.
• Include your full name, account email, account number, and a clear cancellation statement in the email.
• Request written confirmation of the cancellation date and final billing date.
• Save all emails and confirmations in a dedicated folder.
• Wait 24-48 hours and log in to verify your subscription shows as "Cancelled".
• Monitor your bank or credit card statement on your next expected billing date.
• If an unauthorised charge appears, contact your bank immediately to initiate a chargeback.
• If Prose ignores your cancellation request for more than 7 days, file a complaint with CASE.
• Keep documentation for at least 90 days in case you need to appeal a chargeback or escalate further.

Why stopee exists and how we help you cancel prose

Subscription cancellations are deliberately made difficult by many companies. Hidden cancellation buttons, unanswered emails, and refusal to honour consumer rights are common tactics designed to trap customers and squeeze extra months of revenue. Stopee was created to dismantle these dark patterns and give you the knowledge and confidence to cancel on your own terms.

We've helped thousands of consumers cancel subscriptions like Prose, recover refunds, and file complaints with regulators when companies refused to comply with the law. Our guides are built on real consumer complaints, regulatory guidance, and the lived experience of Singapore's consumer protection framework.

If you're stuck at any point in the Prose cancellation process, Stopee's resources are available to help you navigate the next step. Your right to cancel is non-negotiable, and your right to a fair refund is protected by law.

Summary and your next steps

Cancelling Prose in Singapore is straightforward in theory but often requires persistence in practice. Start with the website method, escalate to email if needed, and don't hesitate to contact your bank or CASE if Prose refuses to cooperate. You have consumer rights-use them.

Stopee has helped thousands of consumers cancel subscriptions, recover refunds, and understand their rights. If you encounter resistance from Prose, document everything, stay calm, and remember that you are the customer and the law is on your side.

Contact information for Prose:

Email: hello@prose.com
Website: prose.com

For complaints or escalations in Singapore, contact:

Consumers Association of Singapore (CASE)
Telephone: 1800-622-7351
Website: case.org.sg