Cancellation Prose: Easy Method

What is Prose

Prose as a personalized hair care subscription

Prose is a personalized hair care brand that sells custom shampoo, conditioner, and treatment products based on an online quiz. The service is headquartered in New York, and the customer service mailing address listed for cancellations is in Brooklyn, New York. Its model is simple: you answer a profile questionnaire, Prose creates a formula, and the subscription can auto-renew unless you cancel before the next billing date, as stated in its terms ("Subscriptions may automatically renew unless canceled in advance of the renewal date" (prose-eng.com)).

If you are in the Philippines, the frustrating part is not the hair quiz. It is the billing setup. Many users complain that cancellation is unclear and that products can still ship if an order is already in production. The truth is, Prose looks like a flexible beauty subscription, but in practice you need to watch your renewal timing closely to avoid an extra charge.

What people are actually paying for

The paid value is not just the bottle itself. You are paying for custom formulation, recurring deliveries, profile-based product matching, and access to reorder or adjust your formula. Prose also promotes a 30-day money-back guarantee on first orders, which can mean a refund or a formula adjustment within 30 days of delivery (prose.com data cited in the research).

There is no minimum commitment duration specified in the terms, and the subscription can be canceled at any time (prose-eng.com). That sounds user-friendly, but cancellation usually takes effect at the end of the current billing term, not immediately. For users in the Philippines, that means you may still receive a shipment already being prepared even after you submit a cancellation request.

Availability in the Philippines

Prose does not publish Philippine-specific pricing on the official sources provided here, and local support hours are not specified. Customer support is available through the contact page and by email at [email protected], but there is no listed phone number and no live chat. That matters if you are trying to stop a charge quickly from the Philippines and need same-day help.

Local payment details such as GCash or Maya support are not specified in the verified sources. Since the brand is US-based and its applicable law in the terms is the United States, Filipino customers should save screenshots and payment records from the moment they subscribe. If you are unsure whether Prose still fits your budget, alternatives in this space include Function of Beauty at about $20.00-$50.00 (₱1,200-₱3,000), Hims & Hers at about $30.00-$70.00 (₱1,800-₱4,200), and Keeps at about $20.00-$60.00 (₱1,200-₱3,600).

How to cancel Prose without getting charged again

Checks to do before you tap cancel

A lot of Prose users get annoyed because they think cancellation is instant, then see another order move into production. Before you cancel, open your account and note your next billing date, your latest order status, and your current plan details. Save screenshots of the subscription page, order page, and any renewal date shown on screen.

This step matters because Prose subscriptions may auto-renew unless canceled in advance of the renewal date (prose-eng.com). If your order has already entered production, cancellation usually stops future renewals but may not stop that current shipment. Heads up: if you want a refund later for an unwanted charge, your best evidence is a timestamped screenshot taken before the renewal date.

Cancel through the website account

If you subscribed on the Prose website, the normal route is through your account dashboard. Log in to your Prose account, go to My Subscription, look for Cancel Subscription, and follow the on-screen prompts. If the button appears, this is the fastest direct route based on the cancellation instructions tied to Prose's own process.

If the cancel button is missing or the page does not load properly, go straight to the official contact page at Prose contact page and send a support request the same day. You can also email [email protected] and clearly state your account email, full name, order number, and a short line such as, "Please cancel my subscription before the next renewal date." Send that message before billing, not on the billing day itself.

One practical tip: after sending the request, save the sent email and take a screenshot of the contact form confirmation page. If you need stronger proof for a dispute, some users also use certified digital mail services such as Postclic instead of traditional registered mail because they provide timestamped proof of sending, receipt, and opening.

Cancel through email or postal mail

Prose does not list a customer service phone number, and there is no live chat in the support details. That leaves you with two realistic backup channels: email and postal mail. Email is [email protected], and the official support page is the contact form linked above. Since hours are not specified, assume you may not get a same-day reply.

If you want a paper trail beyond email, you can also send a cancellation letter to the customer service mailing address. Postal mail is slower, so it is best used as extra proof, not your only method, especially if your billing date is close. If your renewal is within a few days, send the account cancellation and the email request on the same day.

Cancel through App Store on iPhone or iPad

If you bought Prose through the Apple billing system, you must cancel inside Apple, not only inside the Prose account. On your iPhone or iPad, open Settings, tap your name, tap Subscriptions, choose Prose, then tap Cancel Subscription. Apple manages billing and refunds for App Store purchases, so this route gives you the clearest billing record.

This channel can be slightly more reliable for proof because Apple shows the subscription status inside your Apple ID. Still, take a screenshot after cancellation. If the subscription does not appear in your Apple list, that usually means you subscribed directly on the web and need to cancel through Prose instead.

Cancel through Google Play on Android

If your Prose subscription was started through Google Play, open the Google Play Store app, tap your profile or menu icon, select Payments and subscriptions or Subscriptions, choose Prose, then tap Cancel Subscription. Google Play handles the billing and refund process for those purchases.

A common mistake is canceling only by email when the billing is actually tied to Google Play. That usually does not stop the renewal. If you are not sure which channel billed you, check your bank statement descriptor, your email receipt, or your Google Play purchase history before doing anything else.

What changes after your Prose cancellation goes through

Orders, access, and shipment timing

Canceling Prose usually stops future renewals at the end of the current billing term, not the same minute you click cancel. If an order is already in production, Prose may still ship it. That is the part that catches many users off guard, especially those who thought canceling a few days before shipment would fully stop the order.

In practical terms, if your billing date is on the 20th and you cancel on the 18th, you may avoid the next renewal only if the system has not already processed the upcoming order. If production already started, expect that shipment to continue. Check the order page right after cancellation and save whatever status appears.

What happens if you do nothing

If you leave the subscription active, the terms say it may renew automatically unless canceled in advance of the renewal date (prose-eng.com). There is no minimum commitment period listed, so the service is flexible, but the auto-renewal setup means silence can become another charge.

This is where many complaints come from. A user may order once, assume it was a one-time purchase, and later get billed again. If you only want to test Prose, set a calendar alert at least 7 days before the next billing date and another alert 2 days before, just in case you need time to contact support.

Your account data after cancellation

Canceling the subscription does not automatically delete your Prose account. According to the available terms data, your profile and order history are typically retained for support purposes unless you separately request account deletion. So if you want your data removed, include that request in your email to support.

Before canceling, save anything you may want later, such as your formula details, order history, and past receipts. Prose does not publicly describe an export tool in the verified sources, so the practical approach is manual: screenshots, PDF receipts, and copies of support emails.

Prose refund rules and what Filipino users can realistically expect

How the refund policy works in real life

Prose offers a 30-day money-back guarantee on first orders, allowing returns within 30 days of delivery for a refund or a formula adjustment. That is the clearest refund-friendly part of the policy. If your first order did not work for you, act within that 30-day window and contact support with your order details.

For normal subscription cancellation, the policy is less generous. The research data states there are no refunds for the current billing term when you cancel, and products already in production may still ship. In plain language, most users should not expect a prorated refund just because they canceled halfway through a cycle.

How Philippine consumer rights fit into this

For buyers in the Philippines, consumer protection is mainly tied to the Consumer Act of the Philippines or Republic Act No. 7394, with the Department of Trade and Industry or DTI handling consumer complaints. One source in the research mentions a 7-day cooling-off period for certain online purchases and withdrawal rights (respicio.ph), but Philippine rules are not a blanket automatic refund system for every digital subscription setup.

Here is the practical takeaway: if you were misled, charged after canceling, or denied a valid first-order refund, you can still escalate. Save the cancellation confirmation, invoice, order date, and delivery date. Those documents matter more than a long explanation when you file a complaint with DTI or challenge a payment through your bank, GCash, Maya, or card issuer.

Best way to request a refund

Use the support form at Prose contact and send the same request to [email protected]. Put the exact issue in the subject line, such as Refund request for first order within 30 days or Billing error after cancellation. Include your full name, account email, order number, amount charged, and the date you canceled.

If the charge came from Apple or Google Play, request the refund through that store because store billing is handled there. If Prose or the platform does not resolve a clear unauthorized or continued charge, Philippine users can ask for a chargeback through their bank or e-wallet provider. BSP-related card dispute practice commonly gives cardholders up to 60 days from the statement date to dispute a transaction, so do not wait too long.

Terms that matter before the next renewal hits

Auto-renewal, commitment, and first-order guarantee

The key subscription clause is straightforward: subscriptions may automatically renew unless canceled before the renewal date (prose-eng.com). There is no minimum commitment duration specified, which means you are not locked into a long contract. That is good news, but only if you remember to cancel on time.

The first-order protection is better than the normal cancellation rule. Prose offers a 30-day money-back guarantee on first orders, with the option of a refund or a formula adjustment. If you are beyond that first-order stage, the general rule becomes stricter, especially once billing has already happened or production has started.

Applicable law and dispute handling

The available terms data says the applicable law is the United States. For a user in the Philippines, that does not erase your local consumer rights when the service is sold to you online, but it does mean the company frames disputes under its own terms and privacy policy. In everyday use, your strongest tools are still proof of cancellation and proof of the charge.

The same terms data indicates that account data and order history are usually retained unless you explicitly ask for deletion. So if you want both cancellation and account deletion, write both in one message. Do not assume one request automatically covers the other.

Prose plans and pricing in Philippine peso

Published pricing data

The verified pricing data available for this guide is limited and appears to come from a Prose pricing source outside the beauty subscription flow. Based on the supplied research, the listed recurring plan is €5.00 (₱300) monthly using the provided exchange rate of 1 EUR = 60 PHP. Actual Philippine card charges can differ slightly because of exchange rates and bank fees.

If you were charged through the beauty subscription service and the exact product cycle price is not clearly shown in the official sources here, check your receipt email and bank statement for the real billed amount. This is one of those cases where the brand's published pricing information is not as transparent as it should be for an international customer.

Is there a cheaper or more expensive plan?

With the verified data provided, only one recurring plan is available for comparison, so there is no official higher or lower published subscription tier in this guide. That means there is no annual-versus-monthly savings calculation we can honestly show from the approved sources.

There is also no cancellation fee found in the terms, and no early termination fee is listed. That is useful because your risk is not a penalty fee. Your bigger risk is missing the renewal date and getting charged for another cycle.

Your rights in the Philippines if Prose keeps charging you

Laws and agencies that matter

If you subscribed from the Philippines, your main local protection comes from the Consumer Act of the Philippines or Republic Act No. 7394, with the Department of Trade and Industry handling consumer complaints. Research used for this guide also notes a 7-working-day cooling-off period for door-to-door or direct sales and mentions that online purchases do not have one universal statutory cooling-off rule in every case, though 7 to 14 days is often used as a best-practice return window in e-commerce (respicio.ph).

For Prose specifically, that means local rights depend on the exact sales setup, the representations made to you, and whether the issue is a refund, a misleading renewal, or an unauthorized continued charge. Prose's own terms say subscriptions may auto-renew, but if the company charged you after a valid cancellation or refused to honor a stated guarantee, you can still bring that evidence to DTI.

How to file a complaint step by step

Start by contacting Prose directly through its support page and by email at [email protected]. Give the company a short deadline, such as 3 to 5 business days, to fix the issue. Attach screenshots of your cancellation request, confirmation page, renewal date, bank charge, and any product shipment notice.

If that fails, file a complaint with DTI and include a concise timeline. State the date you subscribed, the date you canceled, the date you were charged, and the amount involved. If the payment was by card or e-wallet, file a separate charge dispute with your bank, GCash, Maya, or card issuer. For card disputes in the Philippines, 60 days from the statement date is the common practical window under BSP-related dispute handling guidance.

Useful local references

The most useful consumer guidance source in the verified list is the Philippine article explaining unwanted online subscription cancellation rights. Use it to understand the local framework before escalating. For Prose, the gap between US-based terms and Philippine consumer expectations is exactly why documentation matters so much.

If you complain, focus on facts, not emotion. A strong complaint says: canceled on March 2, charged on March 5, proof attached, refund requested, no reply after 5 business days. That style gets faster results than a long story.

What customers say about canceling Prose

Overall verdict on the cancellation experience

Overall rating trend: 0 positive and 5 negative reviews out of 5 unique reviews. Based on the review set provided for this guide, Prose cancellation looks difficult rather than smooth. The recurring themes are unclear cancellation steps, charges after cancellation, and weak customer support response.

That trend also matches two common pain points reported by users in the Philippines for subscriptions in general: difficulty in canceling subscriptions and charges after cancellation. To be fair, Prose does offer customization and a first-order 30-day guarantee, which are genuine positives. But on cancellation alone, the available review sample is plainly negative.

Recurring themes and source summary

• "I would give 0 stars if I could. Their subscription process is very shady. They do not give you any warning... a few days before the order ships to skip if needed. They then make it nearly impossible to cancel." (TrustPilot)
• "I signed up to their products based on the promise that I could cancel any time and even get a refund if I wasn't happy with the product. However, after putting my subscription on hold they charged me again and continued to send products without any warning." (TrustPilot)
• "I ordered once from Prose and forgot to cancel my subscription and received notice of a second shipment. I accept that was on me but immediately canceled my subscription. Now they have charged me for a third shipment that I DID NOT authorize." (TrustPilot)
• "Customer service is non existent and the system to manage your subscription doesn't work properly. I have too much product at this point and will have to cancel it." (TrustPilot)
• "I received my products designed 'specifically' for me but literally smelled like cheap shampoo. No ingredients listed. After I read the other review I cancelled to make sure I wasn't charged again." (TrustPilot)

Documents to prepare before and after canceling

What to save before you cancel

Before you touch the cancel button, gather the documents that make any refund or dispute easier. You need your account email, order number, current subscription screenshot, next billing date screenshot, and the latest invoice or receipt. If you subscribed through Apple or Google, save the store receipt too.

• Screenshot of the My Subscription page

• Screenshot of next billing date

• Screenshot of latest order status

• Copy of receipt or invoice

What to keep for refunds or disputes

After canceling, save the confirmation email or the final confirmation screen immediately. If you ask for a refund, keep the message thread, transaction ID, charged amount, and the exact date of the charge. For Philippine disputes through a bank or e-wallet, these are the records most likely to be requested.

• Cancellation confirmation screenshot

• Email sent to [email protected]

• Bank or card statement line

• Delivery date proof for first-order refund

Common Prose cancellation mistakes that lead to extra charges

Using the wrong cancellation channel

If your payment came through App Store or Google Play, canceling only on the Prose website may not stop the renewal. This mistake is common with app-linked subscriptions. Always match the cancellation method to the billing channel shown on your receipt.

Example scenario: you emailed Prose on Monday, but Apple billed you on Tuesday because the subscription was actually under your Apple ID. The fix is simple but easy to miss. Check the receipt first, then cancel in the correct place.

Waiting until the billing date

Many unhappy users seem to have acted only after a shipment notice or charge alert arrived. By then, an order may already be in production. Since Prose may still ship products already in production, cancel as soon as you know you do not want the next cycle.

A safer habit is to cancel at least 5 to 7 days before the renewal date. That buffer is not officially stated by Prose, but it is a practical protection based on how production and billing complaints tend to happen.

Assuming cancellation means instant refund

Canceling stops future renewals, but it does not automatically create a refund for the current billing term. Prose's policy says there are no refunds for the current term upon cancellation, while first orders may qualify for the 30-day guarantee. If you expect money back without checking which rule applies, you may be disappointed.

Real-world example: you cancel after being charged for a refill and assume the amount will reverse on its own. Usually it will not. You need a separate refund request, and success is much more likely only for a first order within 30 days of delivery or for a clear billing error.

Not saving proof

This is the mistake that makes every later complaint harder. If Prose support does not reply quickly, your screenshots and timestamps become your strongest evidence. Without them, a bank dispute becomes a lot messier.

Take a screenshot before canceling, after canceling, and after sending your email. Three screenshots can save you weeks of back-and-forth if an extra charge appears on your statement.

Quick comparison of cancellation methods

Method table

How to choose the best route for your case

The right route depends on who billed you. Web/account works best for direct Prose subscriptions. App Store and Google Play are better if the charge sits under those stores because the billing records are cleaner there.

No single method is perfect for everyone. If your renewal is near, use the proper billing channel and send a same-day email backup to [email protected] so you have another timestamp in case something goes wrong.

What to do after canceling Prose

Immediate checks and statement monitoring

Right after canceling, confirm the status on screen, save a screenshot, and set a calendar reminder for your next expected billing date. Then monitor your bank, card, GCash, or Maya history for at least one full billing cycle. If Prose still charges you after cancellation, act fast.

In the Philippines, you can dispute unauthorized or continued charges through your bank or e-wallet provider, and cardholders commonly have up to 60 days from the statement date to file a dispute under BSP-related chargeback practice. DTI handles consumer complaints under RA 7394, so if the company ignores your proof, escalate with both your payment provider and DTI.

Alternatives and useful links

If you are leaving Prose because the cancellation process feels too stressful, there are other personalized hair care options. Function of Beauty focuses on customized shampoos and conditioners from about $20.00-$50.00 (₱1,200-₱3,000). Hims & Hers focuses more on hair loss and regrowth at about $30.00-$70.00 (₱1,800-₱4,200), while Keeps is another hair loss-focused option at about $20.00-$60.00 (₱1,200-₱3,600).

• Official Prose contact page

• Prose terms

• Philippine consumer guidance on unwanted subscriptions

• Published pricing source

Where to send a cancellation letter if you want a physical record

Postal cancellation address

If you want to add a physical paper trail, you can send a cancellation letter to Prose customer service at this address:

• Prose Attn: Customer Service, 10 Grand Street, New York, NY 11249, United States of America

Use postal mail as extra proof, not as your only method if your billing date is close. The faster path is still account cancellation or email, because international mail from the Philippines can take far longer than your renewal window.

What to write in the letter

Keep the letter short and factual. Include your full name, account email, order number, billing date if known, and a clear sentence asking for subscription cancellation and confirmation by email. If you also want account deletion, say that separately in the same letter.

A clean one-page letter works better than a long complaint. The goal is proof that you sent a clear request before renewal, not a detailed story.