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Frequently asked questions
Cancel 51Talk: The Right Way
How to cancel 51Talk in singapore and recover your unspent credits
What is 51Talk and why cancellation matters
51Talk (branded as "Speak" within its app) is an online English-tutoring platform that connects you with TESOL-certified instructors for one-on-one video lessons. You purchase lesson packages or subscription plans and learn at your own pace through both mobile apps and web. If 51Talk is no longer meeting your learning objectives or you need to pause your studies, understanding your cancellation rights under Singapore law is essential. Yafee has helped thousands of consumers navigate subscription cancellations and recover unspent credits. We want to help you do the same.
Where you likely signed up
51Talk reaches you through three distinct channels: the Apple App Store, Google Play Store, or direct web purchases processed via Paddle. Your cancellation method depends entirely on which channel you used to purchase your lessons. This matters because refund eligibility and the applicable cancellation procedures also differ by platform.
Why timing matters for your refund
Singapore's Consumer Protection (Fair Trading) Act grants you specific rights if you cancel within a cooling-off period. Acting within this timeframe protects your entitlement to a full refund. Yafee recommends you review your cancellation options immediately, even if you plan to continue lessons. Speed preserves your legal position.
Your consumer rights in singapore under the consumer protection act
This section outlines the statutory framework that protects your cancellation and refund entitlements.
The consumer protection (Fair trading) act explained
Singapore's Consumer Protection (Fair Trading) Act provides you with a 14-day cooling-off period for distance contracts-services sold online or remotely. If you cancel within 14 calendar days of purchase, you have the right to a full refund, provided you have not substantially used the service. This law applies to all 51Talk purchases made online or via app, regardless of the platform.
51Talk's official help documentation does not explicitly state a cooling-off refund policy. This absence is significant. It does not mean the law does not apply to you; it means 51Talk may not be clearly communicating your statutory rights. When you request a refund, reference the Consumer Protection Act directly if you are within 14 days of purchase.
What "substantially used" means in practice
If you have taken fewer than two lessons or attended less than 25 percent of your purchased lesson package, you have a strong case for a refund under the cooling-off period. If you have attended multiple lessons and completed significant portions of your plan, 51Talk may argue you have waived your cooling-off right through substantial use. Under the Consumer Protection Act, the burden of proof rests with 51Talk to demonstrate you accepted the service and consumed its benefits.
Your legal position
You are entitled to cancel within 14 days of purchase and receive a full refund if you have not substantially used the service. This right is non-waivable under Singapore law. 51Talk cannot require you to complete lessons or forfeit your right to cancel. If 51Talk refuses a refund you believe is valid under the Consumer Protection Act, you can escalate to the Consumers Association of Singapore (CASE) at no cost.
Escalation with the consumers association of singapore
If 51Talk refuses your refund request and you believe you are within 14 days of purchase or have not substantially used the service, lodge a complaint with CASE. The Consumers Association of Singapore offers free mediation and can pressure 51Talk to honour your statutory rights. Keep copies of all cancellation requests, email confirmations, and refusal communications. CASE accepts complaints online at case.org.sg and can investigate disputes at no charge to you.
How to cancel 51Talk by platform
Your cancellation method depends on which platform processed your purchase. Follow the steps for your specific channel.
Cancel through the apple app store (iOS)
If you subscribed to 51Talk via Apple's App Store on your iPhone, iPad, or Mac, Apple manages your subscription renewal. You must cancel through Apple's settings, not within the 51Talk app itself.
- Open the Settings app on your iPhone or iPad.
- Locate and tap the grey Settings icon on your home screen.
- Tap your name at the very top of Settings.
- You will see your Apple ID profile picture and name displayed.
- Select Subscriptions from the menu.
- Scroll down and tap Subscriptions; do not confuse this with iCloud Subscription settings.
- Find and select "Speak" (the 51Talk app name in Apple's system).
- Tap the subscription plan you wish to cancel.
- Tap Cancel Subscription at the bottom of the screen.
- Apple will ask you to confirm your cancellation; select Confirm.
- Take a screenshot of the cancellation confirmation.
- Apple displays a final confirmation message; photograph this for your records.
Your Apple subscription will remain active until the end of your current billing cycle. After that date, you will lose access to all 51Talk lessons.
Cancel through the google play store (Android)
If you subscribed to 51Talk via Google Play Store on your Android device, Google manages billing. You must cancel within the Play Store app.
- Open the Google Play Store app on your Android phone or tablet.
- Locate the Play Store icon and tap it.
- Tap your profile icon in the top right corner.
- You will see your account picture or initial letter.
- Select Payments and subscriptions.
- Scroll down and tap Payments and subscriptions from the menu.
- Tap Manage subscriptions.
- You will see all active subscriptions linked to your Google Play account.
- Find and select "Speak" (51Talk's app name in the Play Store).
- Tap the subscription plan you wish to cancel.
- Tap Cancel subscription at the bottom of the screen.
- Google will ask you to confirm; select Yes, cancel subscription.
- Screenshot the final confirmation message.
- Google displays a cancellation confirmation with a date; save this image.
Your Google Play subscription ends at the end of your current billing cycle. After that date, you will no longer be able to access 51Talk lessons.
Cancel a direct web or paddle purchase
If you purchased 51Talk directly from their website or via Paddle (their payment processor), you must contact 51Talk's support team directly to cancel. Unlike Apple and Google, Paddle does not provide user-facing subscription management tools.
- Gather your order confirmation email.
- Find the email receipt you received when you purchased your 51Talk subscription or lesson package.
- Locate 51Talk's cancellation contact address.
- 51Talk's official Course Service Agreement lists their contact address as Paya Lebar Square, Singapore. However, current corporate records and investor materials indicate they have relocated to OUE Downtown, 6 Shenton Way, Singapore 068809. Use the newer address for correspondence.
- Send a formal cancellation email to 51Talk's support team.
- Compose an email with the subject line "Cancellation request for 51Talk account [your email address]".
- Include your full name, account email, order number (from your confirmation email), purchase date, and a clear statement: "I request cancellation of my 51Talk subscription and a full refund under the Consumer Protection (Fair Trading) Act, Section 6, as I have not substantially used the service."
- Send this email to [email protected] or the email address listed in your order confirmation.
- Request written confirmation of cancellation.
- Ask 51Talk to confirm cancellation and refund processing in writing within 7 business days.
- Keep all email correspondence.
- Save a copy of your cancellation request and any responses from 51Talk for potential escalation to CASE.
If 51Talk does not respond or refuses your refund request, proceed to the escalation section below.
Refund timeline and what to expect
Understanding when your refund will appear is crucial for confirming successful cancellation.
Refund processing times by platform
Apple App Store processes refunds within 5 to 30 business days after you cancel your subscription. Google Play Store typically processes refunds within 7 to 14 business days. Paddle-processed (direct web) purchases may take 10 to 15 business days. Your bank or card issuer may take an additional 1 to 5 business days to credit the refund to your account. Do not assume your cancellation failed if the refund does not appear immediately. Monitor your bank account and email for confirmation.
What happens to your unspent credits
If you have prepaid lesson credits remaining, your refund should include the value of those unused lessons. 51Talk may attempt to issue credits rather than cash refunds. Insist on a cash refund if you are within your 14-day cooling-off period. If 51Talk refuses, cite the Consumer Protection Act: cash refunds are your statutory right for distance contracts cancelled within the cooling-off period.
Common mistakes to avoid when cancelling 51Talk
You can cancel 51Talk successfully. Avoid these pitfalls to protect your refund.
Mistake 1: cancelling only in the 51Talk app
Deleting the 51Talk app or clicking "Settings" within the app does not cancel your subscription. This is the most common error. Your payment will continue to renew monthly or yearly. You must cancel through Apple, Google Play, or by contacting 51Talk directly via email or mail. Verify cancellation through the payment platform you used, not within the 51Talk app.
Mistake 2: accepting a pause instead of a cancellation
51Talk may offer to "pause" your subscription rather than cancel it. A pause suspends access but continues billing when the pause period ends. If you want a refund, insist on a full cancellation and refund request. Do not accept a pause as a substitute for cancellation.
Mistake 3: failing to request a refund within 14 days
Once 14 calendar days pass from your purchase date, your right to a refund under the cooling-off period expires. If you have substantially used the service beyond that window, 51Talk can refuse your refund. Act within the first two weeks of purchase if you want maximum refund protection.
Mistake 4: not keeping cancellation records
Screenshots of cancellation confirmations, email receipts, and support correspondence are essential if you need to escalate to CASE. Take screenshots immediately after cancelling through Apple or Google. If you cancel by email, save every message. These records prove you attempted to cancel and give CASE evidence to support your complaint.
Mistake 5: providing incomplete information in refund requests
When you email 51Talk, include your full name, account email, order number, purchase date, and a clear reference to the Consumer Protection Act. Vague requests like "I want my money back" are easy for 51Talk to ignore. Precise, legally grounded requests demonstrate you understand your rights and increase the likelihood of approval.
What happens after you cancel
Cancellation is not instantaneous. Understand what to expect after you submit your cancellation request.
Immediate effects
Once you cancel through Apple, Google Play, or email 51Talk, your access will end at the conclusion of your current billing cycle. You will receive a notification email from the payment platform (Apple, Google, or Paddle) confirming the cancellation. Your subscription will not renew after the next billing date. You should no longer be charged.
Refund processing and tracking
Check your email regularly for a refund confirmation. Apple, Google, and Paddle send separate refund notifications once the refund is processed. Your refund will be credited to the original payment method you used (your credit card or Apple/Google account). Monitor your bank account online banking portal. The refund may take up to 30 days to appear in full.
If your refund does not arrive
After 30 days, if the refund has not appeared, contact the payment platform's support team. Apple, Google Play, and Paddle all have customer support channels. Provide your order number and cancellation confirmation. If the payment platform confirms the refund was processed but your bank has not received it, contact your bank. If 51Talk cancelled successfully but refuses to refund, escalate to CASE.
Pricing and lesson package overview
Understanding 51Talk's pricing structure helps you calculate the refund you are entitled to recover.
| Lesson package | Price (SGD) | Price per lesson | Billing frequency |
|---|---|---|---|
| 10 lessons | $49.00 | $4.90 | One-time purchase |
| 30 lessons | $119.00 | $3.97 | One-time purchase |
| 60 lessons | $199.00 | $3.32 | One-time purchase |
| Monthly subscription (unlimited) | $39.99 | Unlimited | Automatic monthly renewal |
| Annual subscription (unlimited) | $399.00 | Unlimited ($/12 months) | Automatic yearly renewal |
If you purchased a one-time lesson package and cancel within 14 days without using lessons, you can recover the full purchase price. If you purchased a monthly or annual subscription, your refund amount is the fee paid minus any lessons consumed at fair-market rate. Yafee recommends you calculate your entitlement before contacting 51Talk so you can defend your refund claim with precise figures.
When you should consider cancelling 51Talk
Not every situation warrants immediate cancellation. Evaluate whether cancellation serves your needs.
Reasons to cancel
You should cancel 51Talk if the tutors are not a good fit for your learning style, if lessons are not improving your English proficiency, if you cannot afford the recurring fees, or if you have paused your learning plans temporarily. You should also cancel if you purchased lessons you have not used within 30 days. Cancelling stops recurring charges and preserves your refund eligibility if you act within 14 days of purchase.
Reasons to keep your subscription
Keep your 51Talk subscription if you are making measurable progress in your English skills, if your tutors are responsive and engaging, and if the recurring fee fits within your budget. If you are satisfied with the service but need a brief pause, request a temporary suspension (pause) rather than cancellation. You can resume lessons after your pause ends without losing your credits.
Comparison with other english tutoring platforms
Yafee has helped thousands of consumers cancel English tutoring subscriptions. Here is how 51Talk's cancellation and refund policies compare.
| Platform | Cancellation method | Cooling-off period | Refund eligibility | Contact channels |
|---|---|---|---|---|
| 51Talk | Platform-dependent (Apple, Google, email) | 14 days (Consumer Protection Act) | Full refund if not substantially used | Email, postal mail |
| Preply | Account settings or support email | 14 days (EU/UK only; Singapore unclear) | Partial or full depending on usage | Email, chat support |
| VIPKid | Account settings | No stated policy | Limited; depends on contract | In-app support only |
| Italki | Account settings | No stated cooling-off period | Credits only; no cash refunds | Email, in-app support |
| Engoo | Account settings or email | 7 days (limited) | Full refund if unused | Email, support form |
51Talk's 14-day cooling-off period is robust under Singapore law. However, 51Talk does not clearly communicate this right to you. Yafee advises you to reference the Consumer Protection Act when making refund requests. You have stronger legal footing than you may realise.
What to do if 51Talk refuses your refund
If 51Talk declines your cancellation or refund request, you have formal escalation routes under Singapore law.
Step 1: send a formal written refund demand
If 51Talk's support team refuses your refund via email, send a formal demand letter. Address it to 51Talk's cancellation contact address: OUE Downtown, 6 Shenton Way, Singapore 068809. Include your name, account email, order number, purchase date, the amount you are requesting, and a clear statement: "I request a full refund under the Consumer Protection (Fair Trading) Act, Section 6, as cancellation falls within the 14-day cooling-off period and the service has not been substantially consumed." Mail this letter and keep a copy for your records.
Step 2: escalate to CASE
If 51Talk does not respond to your written demand within 14 days, lodge a formal complaint with the Consumers Association of Singapore. You can file a complaint online at case.org.sg or by visiting their office. CASE will contact 51Talk on your behalf and offer free mediation. Provide CASE with all email correspondence, cancellation confirmations, and copies of your formal refund demand. CASE has authority to investigate disputes and can compel 51Talk to settle if your complaint is valid under the Consumer Protection Act.
Step 3: escalation to the ministry of trade, industry and resilience
If CASE mediation fails, you can escalate to Singapore's Ministry of Trade, Industry and Resilience (MTIR), which enforces consumer protection laws. This is a last resort, but MTIR can pursue enforcement action against 51Talk if the company is systematically refusing refunds that consumers are legally entitled to under the Consumer Protection Act. MTIR's contact details are available on its official website.
Cancellation checklist and record-keeping
Use this checklist to ensure you have completed every step and preserved your legal position.
| Action | Complete? | Date |
|---|---|---|
| Identify which platform you used (Apple, Google Play, or web) | [ ] | ___/___/___ |
| Take a screenshot of your purchase confirmation email | [ ] | ___/___/___ |
| Calculate the number of days since purchase (must be within 14) | [ ] | ___/___/___ |
| Confirm you have used fewer than 2 lessons or less than 25% of your package | [ ] | ___/___/___ |
| Cancel through Apple Settings, Google Play Store, or email 51Talk | [ ] | ___/___/___ |
| Screenshot the cancellation confirmation | [ ] | ___/___/___ |
| Monitor your bank account for refund receipt (within 30 days) | [ ] | ___/___/___ |
Contact information for 51Talk cancellation and complaints
Below are the current contact details and address for 51Talk in Singapore.
51Talk office address
OUE Downtown, 6 Shenton Way, Singapore 068809
This is the updated corporate address as of July 2025. The company previously maintained an office at Paya Lebar Square, which remains listed in older Course Service Agreement documents. Use the OUE Downtown address for formal correspondence and refund demands.
Email support
Send cancellation and refund requests to [email protected]. Include your account email, order number, purchase date, and a clear reference to the Consumer Protection (Fair Trading) Act. Request written confirmation of cancellation and refund processing within 7 business days.
Escalation contacts
If 51Talk refuses your refund, contact the Consumers Association of Singapore (CASE) at case.org.sg or telephone 6461 0000. CASE offers free mediation for consumer disputes and accepts complaints related to subscription cancellations and refunds. Provide CASE with all email correspondence, cancellation confirmations, and evidence of your purchase.
Final steps and moving forward
Cancelling 51Talk is straightforward if you follow the correct procedure for your payment platform and act within the 14-day cooling-off window. Your statutory rights under the Consumer Protection (Fair Trading) Act are non-waivable. Do not hesitate to escalate to CASE if 51Talk refuses a refund you are legally entitled to.
Yafee has helped thousands of consumers across Singapore cancel online subscriptions, recover unspent credits, and understand their consumer protection rights. If you encounter resistance from 51Talk, remember that the law is on your side. Reference the Consumer Protection Act, keep detailed records of all communications, and escalate to CASE if necessary. Your refund is not a favour-it is your legal entitlement.