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Frequently asked questions
Cancel Acuity Scheduling: The Right Way
How to cancel Acuity Scheduling in singapore and protect your refund
What is Acuity Scheduling
Acuity Scheduling is a cloud-based appointment booking platform built for service professionals across Singapore who need to accept client bookings, send automated reminders, and process payments online. Whether you operate a tutoring business, medical clinic, salon, wellness practice, or coaching service, Acuity handles your scheduling infrastructure so you can focus on delivering client value.
How Acuity Scheduling serves singapore professionals
The platform is designed for solo practitioners, small clinics, tutors, wellness practitioners, and service-based businesses that require customizable booking pages without requiring technical skills. Acuity integrates with your calendar system, payment processors (Stripe, Square, PayPal), and email systems. You access your account via a web dashboard or mobile app, and your clients book appointments on your branded scheduling page.
Core features and service delivery
You create a service menu, set your availability windows, configure payment settings, and share your booking link with clients. Acuity delivers automated reminders to clients, processes payments securely, and stores appointment records in your account. The service scales from basic scheduling (Starter plan) to advanced capabilities including custom intake forms, payment splits, and multi-team member access (Standard and Premium plans).
Your consumer rights and the legal framework
Singapore's consumer protection legislation provides you with enforceable rights against Acuity Scheduling, particularly regarding service delivery, pricing transparency, and cancellation procedures. Understanding these rights strengthens your position if billing continues after cancellation or if you need to dispute charges.
Your statutory position under singapore law
The Consumer Protection (Fair Trading) Act is the primary legislation governing your relationship with Acuity. Under this Act, Acuity must provide the service you paid for and maintain transparency about pricing, terms, and cancellation procedures. If you purchase an annual subscription directly via Acuity's website, you are entitled to a full refund within 14 days of purchase as a statutory right. Monthly subscriptions do not qualify for mid-cycle refunds; your subscription remains active until the end of your current billing period.
Your legal position: If Acuity charges you after you initiate cancellation, or if billing continues without your authorisation, you retain the right to lodge a complaint with the Consumers Association of Singapore (CASE) at case.org.sg or contact the Infocomm Media Development Authority (IMDA) for independent dispute resolution. Document all cancellation confirmations, emails, and billing records as evidence to support your claim.
Refund eligibility and timeframes
Your refund entitlement depends on where you purchased your subscription and the subscription type:
| Purchase method | Subscription type | Refund eligibility |
|---|---|---|
| Web (direct via acuityscheduling.com) | Annual | Full refund within 14 days |
| Web (direct via acuityscheduling.com) | Monthly | No mid-cycle refund; active until end of billing cycle |
| Apple App Store | Any | Subject to Apple's refund policy (typically 48 hours) |
| Google Play Store | Any | Subject to Google's refund policy (typically 48 hours) |
| Squarespace integration | Any | Contact Squarespace for refund eligibility |
Cancellation methods available to you
Acuity provides three primary cancellation routes depending on where you purchased your subscription. The web dashboard method (recommended) gives you instant confirmation and full control over your account data before access expires.
Cancel via web dashboard (recommended)
This is the fastest and most transparent cancellation method. You retain full control, receive immediate confirmation, and can download your data before access is terminated.
- Log in to your Acuity Scheduling account at acuityscheduling.com
- Use the email address and password associated with your subscription.
- If you use single sign-on (Google, Facebook, Apple), log in via that authentication method.
- Navigate to account settings
- Click your profile icon or avatar in the top-right corner of the dashboard.
- Select "Settings" or "Account Settings" from the dropdown menu.
- Locate the billing section
- Look for a "Billing", "Plans", "Subscription", or "Account" tab within Settings.
- This section displays your current plan, renewal date, and payment method.
- Select the option to manage or cancel your plan
- Click "View Plans" or "Manage Subscription".
- Locate your active plan and click "Cancel Plan" or "Downgrade".
- Confirm your cancellation
- Acuity may display retention offers or ask for cancellation feedback.
- Confirm the cancellation by clicking the final confirmation button.
- Screenshot or save the confirmation page for your records.
- Download your appointment data (optional but recommended)
- Before access expires, export your client list, appointment history, and payment records.
- Use the export function in Settings to save this data locally.
Cancel via email support
If you cannot access your web dashboard, email support provides a documented cancellation trail.
- Compose an email to Acuity's support team ([email protected])
- Use the email address associated with your account.
- Include your full name, account email, and the words "Request to cancel subscription".
- State your cancellation request clearly
- Write: "I request immediate cancellation of my Acuity Scheduling subscription effective today."
- Do not use vague language such as "I may want to cancel".
- Request confirmation
- Ask Acuity to confirm cancellation in writing and provide a cancellation date.
- If you are eligible for a refund, ask them to confirm the refund amount and timeline.
- Keep all email correspondence
- Save the sent email, any replies, and confirmation messages in a dedicated folder.
- These documents prove you initiated cancellation and serve as evidence if Acuity continues billing.
Cancel via apple app store or google play
If you subscribed through a mobile app, you cancel via the app store platform.
- For Apple App Store subscriptions
- Open the App Store app and tap your profile icon at the top-right.
- Select "Subscriptions" and find Acuity Scheduling.
- Tap "Manage" and then "Cancel Subscription".
- Confirm cancellation. Your subscription ends at the next renewal date.
- For Google Play subscriptions
- Open Google Play and tap your profile icon at the top-right.
- Select "Payments and subscriptions" then "Subscriptions".
- Find Acuity Scheduling and tap "Cancel subscription".
- Follow the prompts to confirm. Access ends at the next billing date.
- Document the cancellation
- Take a screenshot of the cancellation confirmation screen.
- Store this image alongside your purchase receipt.
What happens immediately after cancellation
Acuity's access and billing behaviour changes instantly upon cancellation. Know what to expect so you can verify that cancellation has taken effect correctly.
Access and functionality changes
Upon cancellation confirmation, Acuity suspends your account access at the end of your current billing cycle. If you cancel a monthly subscription mid-cycle, you retain access until the last day of that billing month. If you cancel an annual subscription and fall within the 14-day refund window, refund processing begins immediately. Your scheduling page goes offline, your clients cannot book new appointments, and your integrations (Stripe, PayPal, calendar) are disconnected.
Billing verification
Monitor your bank account and credit card statements for 30 days after cancellation to confirm that Acuity has stopped all charges. Legitimate refunds (within the 14-day window) typically process within 5 to 10 business days. If Acuity charges you after your cancellation date, or if a refund has not appeared within 14 days, contact Yafee for guidance on dispute escalation. Yafee specialises in helping consumers enforce cancellation rights against recurring billing services, and our team can advise you on formal complaint procedures with CASE.
Pricing structure and plan comparison
Understanding Acuity's current pricing helps you assess whether cancellation aligns with your budget and business needs.
| Plan | Monthly cost (SGD) | Annual cost (SGD) | Key features |
|---|---|---|---|
| Starter | $59-$79 | $590-$790 (approx.) | Basic scheduling, payment processing, email reminders |
| Standard | $99-$129 | $990-$1,290 (approx.) | Custom forms, client notes, advanced reporting, 2 team members |
| Premium | $199-$249 | $1,990-$2,490 (approx.) | Unlimited team members, custom branding, API access, priority support |
Note: Pricing is subject to change. Confirm current rates on acuityscheduling.com before making a cancellation decision.
Common mistakes to avoid when cancelling
Cancellation may seem straightforward, but certain missteps can delay refunds or allow billing to continue. Following these precautions protects your financial interest.
Not requesting a refund explicitly
Cancellation and refund are separate actions. Cancelling your subscription stops future charges but does not automatically trigger a refund. If you fall within the 14-day refund window (annual subscriptions purchased direct), explicitly request a refund in your cancellation email. Write: "I request cancellation and refund of my annual subscription in accordance with the Consumer Protection (Fair Trading) Act 14-day cooling-off period."
Failing to save confirmation emails
Acuity may not send a confirmation email automatically. After cancelling via the web dashboard, screenshot the confirmation page. If you cancel by email, save both your cancellation request and any response from support. These documents are essential if Acuity disputes the cancellation or if you need to escalate to CASE.
Cancelling via a third-party platform without notifying Acuity directly
If you cancel a Squarespace-integrated or app store subscription without cancelling your Acuity account directly, Acuity may continue charging you via a backup payment method. Cancel both the subscription AND your Acuity account simultaneously to ensure complete billing termination.
Not checking for automatic renewal settings
Some monthly subscriptions auto-renew by default. After cancellation, log back into your account after 48 hours to verify that your plan no longer shows as "active" and that the next renewal date has been removed.
Steps to take if Acuity continues billing after cancellation
If charges appear on your statement after your confirmed cancellation date, you have enforceable remedies under Singapore law. Act promptly to stop unauthorised billing and recover overcharge amounts.
Step 1: contact acuity's support team immediately
Send an email to [email protected] with the subject "Unauthorised charge after cancellation request". Include your cancellation confirmation (screenshot or email), your bank statement showing the charge, and the date you cancelled. Request an immediate refund and ask Acuity to stop all future charges within 48 hours.
Step 2: dispute the charge with your bank
Contact your bank or credit card issuer and dispute the charge as "unauthorised" or "cancelled service". Provide your bank with your cancellation confirmation and Acuity's failure to refund. Your bank can reverse the charge and open a chargeback dispute on your behalf.
Step 3: lodge a complaint with CASE
If Acuity does not respond within 7 days or refuses to refund, file a formal complaint with the Consumers Association of Singapore (CASE) at case.org.sg. CASE provides free dispute resolution for consumer complaints and can compel Acuity to cease billing and refund overcharges. Provide CASE with all email correspondence, bank statements, and cancellation evidence.
Step 4: contact the infocomm media development authority (IMDA)
If CASE's mediation does not resolve the dispute, escalate to IMDA's Consumer Complaints Handling department. IMDA has enforcement authority over digital services in Singapore and can investigate Acuity's billing practices and order refunds if you have been charged illegally.
Checklist before and after cancellation
Use this checklist to ensure cancellation is complete and your data is secure.
| Action | Completed | Notes |
|---|---|---|
| Export appointment history and client data | Do this BEFORE cancelling | |
| Log in to Acuity and confirm active plan details | Note your next renewal date | |
| Initiate cancellation via web dashboard or email | Save confirmation screenshot or email | |
| Request refund if within 14-day window (annual subscriptions) | Include explicit refund request in cancellation email | |
| Monitor bank account for refund processing (5-10 business days) | Track both refund and absence of future charges | |
| Verify Acuity account shows no active plan after 48 hours | Log in to confirm access is suspended or account is closed |
When you should cancel Acuity Scheduling
Cancellation is appropriate in specific circumstances. Evaluate whether your situation justifies ending your subscription.
Strong reasons to cancel
Cancel Acuity if you are no longer operating a service-based business, if you have moved to a competitor's platform, if costs exceed the value you receive, or if Acuity has failed to deliver promised features. If you are unhappy with customer support responsiveness, technical reliability, or pricing increases, cancellation is a reasonable option. If you purchased an annual subscription within the past 14 days and regret the purchase, you have a legal right to cancel and receive a full refund under the Consumer Protection (Fair Trading) Act.
Situations where you should reconsider cancellation
If you rely on Acuity for active client bookings, verify that you have a migration plan and that clients have been notified of your new booking method. If you have pending client payments processed through Acuity, ensure you retrieve these funds before access expires. If you have custom integrations with Stripe, PayPal, or third-party tools, confirm these integrations will transfer to your replacement platform. If you are on a monthly subscription and cancelling mid-cycle, confirm that you are comfortable losing access before the month ends.
Alternative booking platforms compared to Acuity Scheduling
If you are considering cancellation, compare Acuity's features and pricing against alternative booking solutions available in Singapore.
| Platform | Starting price (SGD/month) | Best for | Key difference from Acuity |
|---|---|---|---|
| Calendly | Free to $20 | Simple scheduling, minimal payments | Lighter-weight, lower cost, fewer integrations |
| Setmore | Free to $25 | Small salons and clinics | Free tier includes basic features; strong SMS reminders |
| Mindbody | $99 (approx.) | Wellness, fitness, and beauty businesses | Industry-specific features; steeper learning curve |
| Square Appointments | Free to $60 | Businesses already using Square Payments | Deep integration with Square ecosystem; limited customisation |
| Calendso (self-hosted) | Free to $60 | Privacy-conscious professionals | Open-source; requires technical setup; full data control |
What yafee can do to help you cancel safely
Yafee is a consumer rights platform dedicated to helping Singapore residents cancel recurring billing services and recover overcharges. If Acuity continues charging you after cancellation, or if your refund has not arrived within 14 days, Yafee can guide you through formal dispute escalation with CASE and IMDA. Yafee has helped thousands of consumers cancel Acuity Scheduling accounts that were billing fraudulently or without authorisation. Our team provides document templates, letter-writing support, and strategy advice to enforce your cancellation rights under the Consumer Protection (Fair Trading) Act. Visit yafee.com to learn more about how Yafee can support your cancellation.
Your cancellation summary and next steps
Acuity Scheduling offers three primary cancellation methods: web dashboard (fastest), email support (documented trail), and app store platforms. Annual subscriptions purchased directly via Acuity's website are eligible for a full refund within 14 days under Singapore law. Monthly subscriptions cannot be refunded mid-cycle but remain active only until the end of your billing month. Upon cancellation, your account access is suspended, your scheduling page goes offline, and all integrations are disconnected. Monitor your bank account for 30 days to confirm billing has stopped and that your refund has processed. If Acuity charges you after cancellation, contact your bank to dispute the charge, file a complaint with CASE at case.org.sg, and escalate to IMDA if necessary. Document all cancellation confirmations, emails, and bank statements as evidence. Yafee specialises in enforcing consumer cancellation rights and has helped thousands of customers in Singapore recover from unauthorised billing and obtain refunds from service providers. If you encounter delays or refusals from Acuity, Yafee can provide guidance on escalating your complaint to the relevant consumer protection authority. For immediate support, visit yafee.com and submit details of your cancellation issue. Your rights under the Consumer Protection (Fair Trading) Act are clear: you can cancel, you can claim a refund within the statutory window, and you can dispute any charges that occur after cancellation. Take action today to protect your financial interest.
Contact information for Acuity Scheduling cancellation support
If you need to reach Acuity's support team regarding your cancellation, use the following contact methods:
- Email support: [email protected]
- Website: acuityscheduling.com
- Support portal: help.acuityscheduling.com
For consumer protection escalation in Singapore, contact:
- Consumers Association of Singapore (CASE): case.org.sg or 1800-6-CASE-1 (1800-622-7351)
- Infocomm Media Development Authority (IMDA): imda.gov.sg, Consumer Complaints department
For assistance with your Acuity Scheduling cancellation or refund dispute, Yafee is here to help. Yafee has processed thousands of cancellation requests and refund recoveries across Singapore. Visit yafee.com today to access cancellation templates, dispute letter generators, and direct support from our consumer rights specialists. Yafee's team can help you navigate CASE complaints, draft formal dispute letters, and track refund timelines. Your cancellation matters. Yafee ensures you get the outcome you are entitled to under Singapore law.
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