Cancellation Superprof: Easy Method

What is Superprof

How the platform works in real life

Superprof is an online tutoring marketplace that connects students with tutors for subjects, languages, music, sports, and professional skills. The company is based in Paris and its terms for Malaysia state that the service is operated under French law, which tells you this is a cross-border platform rather than a local Malaysian company "go to your neighbourhood branch" type.

For users in Malaysia, the main paid product is the Student Pass. Superprof says this pass gives access to contact and message tutors, send lesson requests, and use the platform more freely, while lesson fees themselves are usually set separately by each tutor "students subscribe to the Student Pass to contact tutors" (superprof.com.my).

What people are actually paying for

A lot of users join thinking they are only paying when they book a class. That is where the confusion starts lah. The Student Pass is a recurring subscription, and it is separate from the individual lesson price charged by the tutor "the Student Pass fee is separate from lesson fees set by tutors" (superprof.com.my).

Superprof also explains that once a tutor accepts a lesson request, the Student Pass fee is charged, and if you continue with the same tutor, you may not need to renew until you want to contact new tutors again (superprof.com.my). In practice, this means you should treat the pass like a paid access layer, not like a pay-per-lesson wallet.

How Superprof behaves in Malaysia

In Malaysia, Superprof publishes local information for the Student Pass at RM39 per month on its blog, while the verified pricing data also lists a Student Pass at $49.00 (RM231) monthly. Because there is a mismatch between sources, use the amount shown in your checkout screen as the figure that matters most on the day you subscribe.

Payment methods for students include credit card and PayPal, according to Superprof's payment pages (superprof.com.my). Support is limited: no phone number is published, no live chat is available, and no fixed support hours are listed. That limited support setup is one reason cancellations can feel blur and frustrating for Malaysian users.

How to cancel Superprof without getting charged again

Checks to do before you click anything

Many users get annoyed because they cancel too late, cannot find proof, or expect an instant refund that never comes. Before cancelling, open your account and note your billing date, your current Student Pass status, and the payment method used. Take screenshots of the account page, the Student Pass page, and any active lesson bookings.

You should also save tutor chats, invoices, and transaction records. If you have a lesson scheduled within 24 hours, that is a separate issue from the subscription itself because lesson cancellation may trigger the tutor's compensation setting of 0%, 50%, or 100% "within 24 hours, the tutor's cancellation policy applies" (superprof.com/help and superprof.com.my).

Cancel through the Superprof website or account dashboard

This is the main direct method for Superprof users. Log in to your account, then go to the account area and look for the Student Pass or payment section. Superprof's own help and local pages say you can cancel or suspend from your account, and the terms say you can cancel at any time via the dashboard, with access continuing until the end of the current 30-day period (superprof.com.my).

If you are dealing with lesson cancellation rather than pass cancellation, the click path is different. For lessons, Superprof states you should go to the lesson page, open the scheduled lesson, click the three-dot menu, then choose cancel lesson, and the platform shows the refund amount before confirmation (superprof.com/help).

• Log in to your Superprof account.
• Open your account area.
• Go to the Student Pass or payment section.
• Select the option to cancel or suspend the subscription.
• Confirm the change and save a screenshot of the confirmation page.
• Check your email for any confirmation message.

Superprof also has a help page for account and lesson management here: Superprof help. If the cancel button is not obvious, try the Student Pass tab first, then My Account, then Payments.

Cancel through App Store or Google Play if that is where you subscribed

If your subscription was created through Apple or Google billing, cancel from that same store. A common mistake is cancelling on the Superprof site while the recurring payment is still controlled by Apple or Google. Can or not the website cancellation works in that case depends on how the original payment was set up, so do not assume.

For iPhone or iPad, open the App Store, tap your profile icon, open Subscriptions, choose Superprof, then tap Cancel Subscription and confirm "open App Store > profile > Subscriptions > Superprof > Cancel Subscription" (support.apple.com). For Android, open Google Play Store, tap the menu or profile area, open Subscriptions, choose Superprof, then tap Cancel Subscription and confirm (support.google.com).

• Use App Store if Apple billed you.
• Use Google Play if Google billed you.
• Use the Superprof dashboard if Superprof billed you directly.
• Save the cancellation receipt from the store page.

Support contact, email trail, and postal backup

Superprof does not publish a customer service phone number, live chat, or support hours in the verified data. That means your best practical backup is written contact. The service notes for Malaysia indicate you can contact the team at [email protected], so send a short email with your full name, account email, billing date, amount charged, and clear instruction that you want the Student Pass cancelled.

If you need stronger proof, you can also send a registered letter, although this is slower and usually takes about 5 to 10 business days to create a paper trail. If you prefer a digital registered letter, services such as Postclic offer timestamped proof of sending, receipt, and opening, which can be handy when you want evidence without going to the post office.

• Send the cancellation request from the same email linked to your account.
• Attach screenshots of the subscription page and recent charge.
• Ask for written confirmation of the cancellation date.
• Follow up within 3 business days if there is no reply.

Once you cancel, what changes and when

Your access usually stays until the billing period ends

If you cancel the Student Pass, Superprof's terms say the subscription remains active until the end of the current billing cycle, and there is no refund for the unused portion (superprof.com.my). So if your renewal date is on 30 August and you cancel on 12 August, access should normally stay active until 30 August.

This is one of the biggest pain points for users who expect an immediate stop and immediate refund. The cancellation stops the next renewal, not the current paid period. If you are trying to avoid the next RM39 charge, do it before the next billing date and save proof on the same day.

If you do nothing, auto-renewal continues every 30 days

Superprof states that the Student Pass renews automatically every 30 days unless you cancel through the account dashboard (superprof.com.my). There is no minimum commitment period, so you are not locked into a long contract, but the recurring charge keeps rolling if you forget.

This is why calendar reminders help. Set one reminder 7 days before renewal and another 2 days before. That simple habit prevents the usual complaint of "I thought it was one-off only" that appears again and again in user reviews.

What happens to your data after cancellation

Superprof says user data may be retained after cancellation for legal or legitimate business purposes, but it does not give a fixed deletion timeline in the terms (superprof.com.my). If you want chats, tutor contact details, or receipts, save them before you cancel because the company does not clearly promise a user-facing export tool.

If data retention matters to you, send a written request asking what data remains, for how long, and how to exercise your privacy rights. Do that in the same email thread as your cancellation so the timeline is easy to prove later.

Refund rules, lesson fees, and what to do if Superprof ignores you

What the refund policy actually says

For scheduled lessons, the key cut-off is 24 hours. If a student cancels more than 24 hours before the lesson time, they receive a full refund. If the cancellation happens within 24 hours, the tutor's chosen compensation level applies, which may be 0%, 50%, or 100% (superprof.com/help and superprof.com.my).

For the Student Pass subscription, Superprof says there is no refund for the unused part of the current billing period after cancellation (superprof.com.my). Most users who complain online are upset precisely because they expected a pro-rated refund and did not get one.

The cooling-off point and the Malaysia angle

The research data says Superprof provides a 14-day cooling-off period if you have not accessed the paid services during that period, with proportional deduction if you already used them. That wording comes from Superprof's withdrawal model, not from a general Malaysia-wide rule for every online subscription.

In Malaysia, the Consumer Protection Act 1999 does not create a universal cooling-off period for all digital subscriptions. Specific 10 working day cooling-off rights exist more clearly for direct sales under the Direct Sales and Anti-Pyramid Scheme Act 1993. So for Superprof, rely on the service terms you accepted and keep proof of non-use if you want to argue for a refund.

How to ask for a refund in the least messy way

If the issue is a billing error, Superprof says you should contact support and, if the error is confirmed, a refund will be processed (superprof.com.my). Since support channels are limited, make the request sharp and complete in one message. Include the transaction date, amount, payment method, and screenshot of the charge.

• State whether the problem is billing error, duplicate charge, or cancellation after non-use.
• Write the exact amount, such as RM39 or the amount shown on your card statement.
• Attach the card statement line or PayPal transaction ID.
• Ask for a written response within 7 calendar days.
• Keep the same email thread for every follow-up.

Card dispute, PayPal dispute, and app store refunds

If Superprof does not respond and the charge looks unauthorised or wrongly repeated, Malaysian cardholders usually ask their bank for a chargeback or dispute a recurring card transaction. Banks commonly work within about 60 to 120 days from the transaction date or from when you discovered the issue, under Bank Negara Malaysia's financial consumer protection framework.

If you paid by PayPal, open a dispute in PayPal with the charge details and your cancellation proof. If Apple billed you, use Apple's subscription management and refund route; if Google billed you, use Google Play subscription management first. Chargeback should be the last resort when direct resolution fails and you have screenshots, dates, and proof of cancellation.

Terms behind the Student Pass that matter more than the marketing page

Auto-renewal, commitment, and trial wording

Superprof's terms for Malaysia say the Student Pass renews automatically every 30 days and can be cancelled at any time through the account dashboard (superprof.com.my). The same terms also say there is no minimum commitment duration, so you are not paying an early termination penalty if you stop now.

On free trials, the terms do not clearly specify any free trial structure for the subscription itself (superprof.com.my). That means you should not assume there is a risk-free trial unless the checkout page shown to you at the time says so clearly.

Applicable law, disputes, and retained data

The terms state that the contract is governed by French law and that unresolved disputes may be submitted to courts in Paris after amicable negotiations (superprof.com.my). For a Malaysian consumer, that is not convenient at all, which is why local complaint channels such as KPDN and TTPM become very relevant if the dispute concerns unfair charging or service issues affecting you in Malaysia.

The terms also say user data may be retained for legal or legitimate business purposes after cancellation, but do not set a specific retention period (superprof.com.my). If you want certainty, ask in writing before closing the matter.

Superprof plans and pricing for Malaysia

The published subscription plan

Prices marked with an asterisk are approximate conversions from USD at 1 USD ≈ 4.72 MYR. Superprof also publishes local Malaysia information showing Student Pass at RM39 monthly on its blog pages, so check the official checkout screen for the exact current amount.

What is expensive here and what is separate

There is only one recurring subscription plan in the verified pricing data, so there is no premium versus basic comparison inside the Student Pass range. The bigger cost issue is that the pass is separate from lesson fees, which tutors set individually. That means your total monthly spend can rise fast if you pay the pass plus multiple lessons.

Tutor lesson fees are not subscription charges and are therefore outside the pricing table, but they still matter for value. Superprof says tutors receive 100% of the agreed lesson price, and some online payment flows may involve a 10% processing fee on tutor payments unless the tutor has Premium status (superprof.com/help).

Rights in Malaysia when a subscription charge feels unfair

The laws and agencies that matter locally

In Malaysia, the main consumer law is the Consumer Protection Act 1999. It does not give a blanket cooling-off period for every online subscription, but it does protect consumers against unfair practices and gives a route to pursue claims. For direct sales contracts, the Direct Sales and Anti-Pyramid Scheme Act 1993 provides a 10 working day cooling-off period in certain situations.

For a Superprof Student Pass dispute, this matters in a practical way. If you say the charge was misleading, unauthorised, or not cancelled properly, your local complaint path is usually through KPDN and, if money is involved and unresolved, the Tribunal for Consumer Claims Malaysia, also known as TTPM.

How to complain if Superprof does not solve it

Start with a written complaint to Superprof and give them 7 calendar days to respond. Attach your screenshots, account email, amount charged, and cancellation date. If there is silence or an unsatisfactory reply, escalate to KPDN with the same evidence set.

For money claims, TTPM is often the more practical route for consumers in Malaysia than trying to argue with a foreign terms page. Your file should show the timeline clearly: sign-up date, charge date, cancellation attempt, follow-up messages, and bank statement entry.

• KPDN can receive consumer complaints about unfair or problematic business conduct.
• TTPM is the forum for consumer monetary claims in Malaysia.
• Your bank can handle a chargeback request for unauthorised or recurring card charges.
• Keep every screenshot and statement copy before you escalate.

Useful local contacts for escalation

Use the official KPDN complaint channels and the Tribunal for Consumer Claims Malaysia if Superprof keeps charging after a proper cancellation or ignores a billing error. For banking disputes, contact your card issuer directly and mention that you want to dispute a recurring transaction.

• KPDN official website
• Tribunal for Consumer Claims Malaysia

What users say about cancelling and whether the process is actually easy

The short verdict from available reviews

Based on the review set provided, cancellation looks difficult rather than smooth. The sentiment trend is 0 positive and 5 negative out of 5 unique reviews, with the biggest complaints being charges after attempted cancellation, confusion around the Student Pass, and weak customer service follow-up.

To be fair, Superprof does offer account-based cancellation and no minimum commitment period. But the review pattern shows that many people feel caught by the recurring pass model and do not get quick human support when something goes wrong.

Recurring themes in complaints

Individual review examples

• "I was charged for a 'Student Pass' before I even finalized a booking or received any service." (TrustPilot)
• "There is no straightforward path to cancel the subscription, and when I tried to get a refund and cancellation through support, I was met with complete silence and automated replies ('SuperAi'). They refuse to take action." (TrustPilot)
• "I was shocked how they charged me a subscription fee just to message a tutor, even though I never booked a lesson afterward." (ProConsumer)
• "I do not recommend Superprof. If you are not careful, they charge you whether you use it or not, and profit from people's mistakes, and they will not refund anything." (Reddit)
• "Superprof's cancellation process is deliberately confusing." (Reddit)

Documents to prepare before and after you cancel

Before cancellation

If you are already frustrated, slow down for five minutes and collect proof first. Save screenshots of your Student Pass page, your renewal date, the amount charged, and any lesson bookings. This makes a huge difference if you later need to dispute RM39 or another billed amount.

• Screenshot of account dashboard
• Screenshot of Student Pass status
• Screenshot of billing date
• Screenshot of active lessons

For refund or dispute requests

Your refund file should be tight and simple. Banks, PayPal, KPDN, and TTPM all work better when the chronology is obvious on one read. Include transaction IDs, dates, and exact amounts, not just a general complaint saying you were charged.

• Card statement or PayPal receipt
• Transaction ID
• Cancellation screenshot
• Email thread with Superprof

After cancellation

Once the cancellation is submitted, save the confirmation screen and check whether you receive an email. If no email arrives, the screenshot becomes your main proof. Then monitor your bank or PayPal for at least the next 2 billing cycles so you can spot a repeat charge quickly.

If a charge appears after a confirmed cancellation, contact Superprof the same day and then your bank if there is no prompt correction. Quick action gives you a cleaner paper trail.

Common mistakes that lead to extra charges or failed refunds

Cancelling the wrong thing

Some users cancel a lesson and think the Student Pass is also gone. It is not the same. A lesson cancellation affects the booked lesson and possible lesson refund, while the Student Pass is the recurring subscription that renews every 30 days.

Solution: cancel both separately if needed. Check your lesson page for classes and your Student Pass page for the subscription itself.

Using the wrong billing channel

If Apple or Google billed you, cancelling only on the website may not stop the store-managed renewal. This catches many people because they assume one cancel button controls everything.

Solution: match the cancellation route to the original payment route. App Store for Apple, Google Play for Google, dashboard for direct Superprof billing.

Expecting a pro-rated refund after cancellation

Superprof's terms say there is no refund for the unused part of the billing period after subscription cancellation (superprof.com.my). Users often discover this only after paying and then feel cheated.

Solution: cancel before renewal if your goal is to stop the next charge. Ask for a refund only if there was a billing error, duplicate charge, or valid non-use argument within the service's withdrawal framework.

Not keeping proof because support is limited

Superprof has no listed phone support and no live chat in the verified data. If your request disappears into email silence, you need your own evidence.

Solution: screenshot every step, send cancellation by email, and keep the full thread. If there is no reply in 7 days, move to KPDN, TTPM, or your bank dispute route.

Waiting too long after an unauthorised charge

Some users keep trying to resolve the issue informally for too long and miss the strongest dispute window with the bank. In Malaysia, chargeback timelines commonly fall around 60 to 120 days, depending on bank and card-network rules.

Solution: give Superprof a short, reasonable chance to fix it, then escalate fast with your evidence set. Senang story, less headache later.

A practical comparison of your cancellation options

Methods, timing, cost, and effort

What this table really means for you

The dashboard route is the fastest if your account is billed directly by Superprof. Store cancellations work well when Apple or Google handles the subscription. Registered mail is slower, but it gives stronger evidence if the case is already turning into a dispute.

No single method fits every case. Choose the one that matches your billing channel and your need for proof.

What to do after cancelling so the issue does not come back

Immediate follow-up steps

Right after cancellation, check for a confirmation page, a confirmation email, or a changed subscription status in your account. Take one final screenshot showing the date and time. Then create a calendar reminder for the next billing date so you can verify no fresh charge appears.

If you suspended rather than cancelled, double-check that you understand the difference in your account display. A suspended status should still be documented with screenshots because wording can be confusing.

Check statements and escalate fast if needed

Watch your credit card, debit card, or PayPal activity for at least 60 days. If a new charge appears after confirmed cancellation, contact Superprof on the same day and tell your bank you want to dispute an unauthorised or recurring transaction if the merchant does not reverse it promptly.

In Malaysia, banks usually handle chargebacks within card-network timelines of about 60 to 120 days, and complaint handling sits under Bank Negara Malaysia's consumer protection framework. Do not wait until the issue is old and messy.

Alternatives if you still need tutoring

If you are leaving Superprof but still need lessons, there are other platforms with different billing models. Preply is useful for flexible language tutoring, Brighterly focuses on K to 12 maths and reading, and Tutor.com is more structured for on-demand support. Their pricing in the research data ranges from $3.00 to $40.00 per hour (RM14 to RM189) for Preply and $39.99 per hour (RM189) for Tutor.com.

Before switching, check whether the new service charges a subscription just to contact tutors. That is the exact detail many Superprof users say they missed the first time.

Useful links

• Superprof Malaysia guide
• Superprof terms for Malaysia
• Superprof help centre
• KPDN official website
• Tribunal for Consumer Claims Malaysia

If you are looking for a cancellation address

No clear Malaysia cancellation address is published

A physical cancellation address for Malaysia was not found in the verified material. Superprof appears to run cancellation mainly through the online account dashboard, supported by written contact if there is a problem.

That means the practical process is online-first, not postal-first. If you need a stronger record, use email and, where necessary, registered mail as a backup evidence route.

Best way to handle an address problem

If a bank, KPDN, or TTPM asks what steps you took, show that Superprof does not publish a straightforward local cancellation address in the sources reviewed and that you used the available channels instead. Include your account screenshots, email request, and any help-page references.

For most users in Malaysia, the fastest route is still dashboard cancellation plus written email confirmation. That is the least troublesome option and gives you enough proof if the charge issue comes back later.