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Cancel Prose: The Right Way
How to cancel prose and reclaim your hair care journey in south africa
What is prose and why you might want to cancel
Prose is a personalised hair care subscription service that crafts custom shampoos, conditioners and treatments tailored to your individual hair type and needs. The service works through an online consultation that informs your product formulation, and then delivers recurring shipments on a schedule you choose.
You may be considering cancellation for several reasons: the products aren't delivering results, costs have become unmanageable, you've found an alternative solution, or you simply want to pause your subscription. Whatever your reason, Stopee is here to guide you through the process with clarity and confidence.
Common reasons south african customers cancel
Many customers in South Africa cancel because the personalised formula didn't match their expectations, or because the subscription cost in ZAR adds up faster than anticipated. Others cancel after discovering they prefer over-the-counter alternatives or because they've exhausted their budget for premium hair care. The good news is that cancelling is straightforward once you know the correct steps, and Stopee has documented the entire process for you.
Your consumer rights in south africa under the consumer protection act
South Africa's Consumer Protection Act (2008) protects you as a consumer when you cancel a subscription service. Understanding these rights empowers you to hold Prose accountable if they delay, deny or obstruct your cancellation request.
Cooling-off periods and direct marketing rules
If you signed up to Prose through direct marketing (email, SMS, social media advertisement), you have the right to a 30-day cooling-off period from the date of purchase. During this window, you can cancel and request a full refund without penalty, provided you haven't materially benefited from the product.
This means if you receive your first Prose shipment and decide within 30 days that it isn't right for you, you can invoke this cooling-off right and recover your payment. Keep all communications and proof of purchase to support this claim.
What the consumer protection act requires from prose
Prose must respond to your cancellation request without unreasonable delay. The Act specifies that cancellation must be processed promptly once the company receives a clear, written instruction from you. If Prose ignores your request, continues billing you, or makes cancellation deliberately difficult, you have grounds to escalate to the National Consumer Commission (NCC).
Pro tip: Always send your cancellation via email to hello@prose.com so you have a timestamped record. Screenshot the confirmation and keep it with your banking and subscription records. Stopee recommends treating this documentation as your insurance policy.
How to cancel prose in four straightforward steps
Cancelling Prose requires you to contact the company directly and provide specific information to ensure your request is processed correctly.
Step-by-step cancellation process
- Gather your account details before you start
- Locate the email address used to create your Prose account
- Find your order or subscription ID (check your email receipts or account dashboard)
- Note the date you want the cancellation to take effect
- Draft a clear cancellation email to hello@prose.com
- Start with your full name and account email address
- Include your subscription or order ID if you have it
- Write a single sentence stating: "I wish to cancel my Prose subscription effective immediately" (or your preferred date)
- Add one sentence about your reason (optional, but helpful for their feedback)
- End with: "Please confirm this cancellation in writing and confirm that no further charges will be applied"
- Send the email and monitor your inbox
- Send your cancellation email to hello@prose.com from the email address linked to your account
- Check both your inbox and spam folder daily for a response
- Allow up to 5 business days for Prose to acknowledge your request
- If you don't hear back within a week, resend the email and reference your original message date
- Verify the cancellation and review your billing
- Once you receive written confirmation from Prose, take a screenshot and save it
- Check your bank or card statement within 7-10 days to confirm no new charges appear
- If you see a charge after your cancellation date, contact your bank immediately and provide your cancellation confirmation email to Prose
Alternative contact methods if email doesn't work
If you don't receive a response from hello@prose.com within 7 days, Stopee recommends trying Prose's official contact page or social media support channels. Some companies respond faster to direct messages on Facebook or Instagram than to standard email. Document every attempt you make and keep timestamps of when you contacted the company and through which channel.
Warning: Do not rely on phone calls alone. Always follow up with a written email so you have proof of your cancellation request. Verbal requests leave no paper trail, and Prose support staff may claim they never received your instruction.
What happens to your account and billing after cancellation
Cancelling your Prose subscription stops future shipments and billing, but the timing and account status require your attention.
Immediate effects on shipments and charges
Once Prose processes your cancellation, automatic shipments should stop. However, any orders already placed or queued in their system before your cancellation request may still be shipped to you. This means you could receive one final package even after you've requested to stop your subscription.
Check your Prose account dashboard or look for shipping notifications. If a product arrives after your cancellation date, you have the right to refuse delivery or request a refund. Keep the refusal documentation or return proof for your records.
Your account, data and confirmation email
Cancelling your subscription does not automatically delete your Prose account or the personal data stored within it. Your account, hair profile and order history typically remain in Prose's system until you request explicit account closure.
If you want your account permanently deleted, send a follow-up email to Prose stating: "In addition to my subscription cancellation, please permanently delete my account and remove all personal data you hold." Reference your original cancellation email date so they connect the requests.
Pro tip: Retain every confirmation email from Prose indefinitely. If a dispute arises months later-such as an unexpected charge or a data breach-your cancellation proof will protect you. Stopee advises treating these emails as legal documents.
Refund policy and how to claim money back
Prose's refund terms depend on when you cancel and what you've used. South Africa's Consumer Protection Act gives you additional leverage if Prose refuses a legitimate refund.
The 30-day cooling-off right and full refunds
If you purchased Prose through direct marketing (which most online subscriptions are), you have 30 days from purchase to cancel and claim a full refund. This applies even if you've opened and used some of the product, provided you haven't gained substantial benefit or consumed most of it.
To claim this refund, send your cancellation email and add: "I am invoking my 30-day cooling-off right under the Consumer Protection Act and request a full refund of [amount in ZAR]. Please process the refund within 14 days." Include your order date and payment method so Prose can process the return quickly.
Refunds after the 30-day window
After 30 days, Prose is not legally obliged to refund you simply for changing your mind. However, you may still request a refund if the product was faulty, didn't match the description, or if you can prove you contacted Prose within the cooling-off period (even if the email was delayed).
If Prose denies your refund request, ask for a written explanation. Document their reasons so you can escalate to the National Consumer Commission if needed. Stopee has helped thousands of consumers challenge unfair refund denials by providing this evidence to regulators.
Payment reversal through your bank
Warning: If Prose continues to charge you after your cancellation date, contact your bank or card issuer immediately. You can dispute the charge as an unauthorised transaction if Prose billed you post-cancellation. Provide your bank with a copy of your cancellation confirmation email and any written response from Prose confirming the cancellation date.
Prose pricing in south africa and what you're paying
Understanding Prose's cost structure helps you evaluate whether cancellation is the right choice and ensures you don't overpay during your final billing cycle.
South african pricing and currency
Prose does not publish official ZAR prices on its public website for 2024/2025. Instead, regional pricing appears inside the Apple App Store or Google Play when your account is set to South Africa. The exact ZAR amount you see depends on current exchange rates and local taxes applied by Prose.
To find your exact current pricing, open the Prose app or visit the App Store on your South African account and check the subscription tier you're enrolled in. You can also email Prose at hello@prose.com and ask them to confirm your current monthly or annual charge in ZAR.
| Plan type | Billing cycle | Typical price (reference) | South African pricing |
|---|---|---|---|
| Prose Gold monthly | Monthly | USD 5.99 (US reference only) | Check your App Store for ZAR amount |
| Custom subscription (monthly) | Monthly | Varies by formulation | Confirm via Prose support or app |
| Custom subscription (annual) | Yearly | Typically 15-20% discount vs monthly | Confirm via Prose support or app |
Common cancellation mistakes and how to avoid them
Cancelling feels simple until something goes wrong-and small errors can delay your request by weeks or leave you vulnerable to extra charges.
The most costly cancellation mistakes
Not sending a written cancellation request: Prose support staff may tell you "we'll cancel that for you" in a live chat, but without a timestamped email, you have no proof. Always follow verbal confirmations with a written email so the company cannot later claim they never received your request.
Cancelling only the subscription but not stopping auto-renewal: Some subscription platforms require you to turn off auto-renewal separately from cancellation. Check your Prose account settings and ensure auto-renewal is switched off. Screenshot this setting as proof.
Missing the 30-day cooling-off deadline: If you're within 30 days of purchase and want a refund, mention the cooling-off right in your cancellation email. Don't wait beyond day 30 thinking you'll have time to claim it later. Once the window closes, your refund rights become much weaker.
Not retaining confirmation emails: If you delete Prose's cancellation confirmation by mistake, you lose your proof. Save every email from Prose in a dedicated folder or print a hard copy. Stopee recommends backing up important cancellation confirmations to cloud storage.
Assuming a missed charge won't be refunded: If Prose bills you after your confirmed cancellation date, your bank can reverse the charge. Don't assume the money is gone. Open a dispute with your bank within 30 days of the unwanted charge and provide your cancellation proof.
After cancellation: what to do with your prose products and account
Once your subscription ends, you may have leftover product or questions about what happens next-and Stopee can guide you through these practical decisions.
What to do with unused prose products
If you've cancelled but received a final shipment or have unopened bottles, you have options. Return them to Prose within 30 days of delivery if you're invoking the cooling-off right and requesting a refund. If you're outside the 30-day window, contact Prose support and ask if they offer returns or exchanges for unopened stock. Some companies offer store credit or a partial refund as a gesture of goodwill, especially if you mention you're a long-term customer.
Don't discard unused Prose products without exploring refund options first. If you genuinely cannot use them, consider donating to a local shelter, hair salon school or community centre that accepts hair care donations.
Monitoring your bank account and disputing unauthorised charges
Set a calendar reminder to check your bank or card statement 10 days after your cancellation confirmation date. Look for any Prose charges, subscription renewals or mystery debits that match Prose's typical payment amount. If you spot an unauthorised charge, contact your bank immediately and initiate a dispute, providing your cancellation email as evidence.
Pro tip: Many South African banks allow you to set up transaction alerts for specific merchants. Enable an alert for Prose so you're notified instantly if any charge is attempted after your cancellation date. This gives you the fastest possible response time if something goes wrong.
When to escalate and contact the national consumer commission
If Prose ignores your cancellation request, continues billing you, or refuses a legitimate refund claim, you have regulatory support in South Africa.
Signs you should escalate your complaint
Escalate to the National Consumer Commission (NCC) if Prose has not responded to your written cancellation request within 14 days, continues to charge you after your confirmed cancellation date, or denies a refund that falls within the 30-day cooling-off period. The NCC is South Africa's official consumer regulator and can investigate complaints, levy fines and compel refunds on your behalf.
Before you escalate, send Prose a final formal notice email stating: "This is a formal notice of breach under the Consumer Protection Act. If you do not [cancel my subscription / process my refund] within 5 business days, I will lodge a complaint with the National Consumer Commission." Keep a copy of this email.
If Prose still doesn't comply, visit the NCC's website (www.ncc.org.za) and submit your complaint with all supporting documents: your original cancellation request, Prose's responses (or lack of response), your bank statements showing charges, and any correspondence. The NCC's investigation typically takes 4-8 weeks, and they have the power to order Prose to refund you and pay a penalty.
Key steps to remember: your cancellation checklist
Use this checklist to ensure your cancellation is processed smoothly and you don't miss any critical steps.
| Step | Action | Deadline | Proof to keep |
|---|---|---|---|
| 1. Gather details | Collect account email, subscription ID, desired cancellation date | Before sending email | Screenshot of account info |
| 2. Send cancellation email | Email hello@prose.com with clear cancellation statement and refund request (if within 30 days) | As soon as possible | Copy of sent email |
| 3. Receive confirmation | Wait for written response from Prose confirming cancellation and refund status | Within 7 business days | Screenshot and save confirmation email |
| 4. Check billing | Monitor bank statement for unwanted charges post-cancellation | 10 days after cancellation | Bank statement screenshot |
| 5. Dispute if needed | If charged after cancellation, contact your bank and provide proof | Within 30 days of charge | Dispute reference number from bank |
| 6. Escalate if unresolved | Lodge complaint with National Consumer Commission if Prose doesn't resolve within 14 days | After 14 days of non-response | NCC complaint reference number |
Stopee: your trusted guide through every cancellation
Cancelling Prose doesn't have to be stressful or confusing. You now have the knowledge to cancel confidently, understand your rights, and escalate if Prose doesn't cooperate. Stopee has helped thousands of South African consumers cancel subscriptions, recover refunds and hold companies accountable-and we're here to support you every step of the way.
If you encounter issues during your cancellation, return to this guide or contact the National Consumer Commission for escalated support. Your money, your time and your choice to cancel deserve respect, and South African consumer law backs you up completely.
Send your cancellation to: hello@prose.com
Include in your email: Full name, account email, subscription or order ID, clear cancellation statement, and request for written confirmation and details of any refund eligibility.