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Frequently asked questions
Cancel Superprof: The Right Way to End Your Subscription
How to cancel Superprof in singapore and recover your fees
What Superprof is and why cancellation matters
Superprof is an online tutoring platform that connects students across Singapore with private tutors in hundreds of subjects. You browse tutor profiles, compare hourly rates, and book one-to-one lessons directly through the platform. The service operates on two levels: you can pay per lesson to individual tutors, or you can purchase a Student Pass subscription for S$33.00 per month to unlock unlimited contact access to tutor profiles. Understanding how Superprof works is essential before you cancel, because your refund entitlements depend on which service you purchased and how long you have held it.
How Superprof subscriptions function
When you buy a Student Pass, Superprof charges your registered payment method automatically every 30 days unless you cancel beforehand. The subscription grants you unlimited contact access to tutors; individual lesson fees are negotiated directly between you and the tutor and are separate from the monthly pass fee. Superprof does not take commission on lesson payments. If you book lessons through the platform without a subscription, you pay the tutor's hourly rate per session only, with no recurring charge.
Why cancellation is straightforward under singapore law
Singapore's Consumer Protection (Fair Trading) Act protects you as a digital services buyer. This legislation gives you a statutory 14-day withdrawal right for subscriptions purchased online, and Yafee recommends understanding this right before you take any cancellation steps. The law is clear: you can cancel within 14 days of purchase and receive a refund if you have not substantially used the service. Knowing this legal foundation helps you negotiate confidently with Superprof if disputes arise.
Your consumer rights under singapore law
Singapore law places specific obligations on digital service providers like Superprof to protect your interests as a consumer, and these rights apply whether or not Superprof's own terms acknowledge them.
The 14-day withdrawal right for digital subscriptions
Under the Consumer Protection (Fair Trading) Act, you have a 14-day cancellation window from the date you purchased your Student Pass. This period allows you to cancel and receive a full refund if you have not substantially consumed the service. "Substantially consumed" means you have not contacted tutors, accessed tutor contact details, or engaged their lessons. If you have used the pass, Superprof may deduct a proportionate charge for the value you received, but you remain entitled to a refund of the unused portion. This right cannot be excluded by Superprof's terms and conditions.
Your legal position
You are protected by Singapore consumer law regardless of what Superprof's website says. If Superprof refuses to refund you after 14 days, or if you used the service minimally and dispute their deduction, you can escalate your complaint to the Consumers Association of Singapore (CASE) or the Ministry of Health's Consumer Protection Division. Yafee advises keeping all transaction records, emails, and screenshots of your account activity as evidence.
Rights for individual lesson cancellations
Beyond subscriptions, you have protections for lesson bookings too. If a tutor cancels or fails to appear, you are entitled to a full refund of the lesson fee. If you cancel more than 24 hours in advance, you receive a full refund. Cancellations within 24 hours are subject to the tutor's individual policy, which may allow 0%, 50%, or 100% refund depending on their stated terms when you booked.
Common reasons to cancel Superprof
Your circumstances may change, and recognising why you want to cancel helps you act decisively.
When Superprof no longer fits your needs
- You have found a tutor you prefer to work with independently, outside the platform
- Your learning goals have shifted or you have completed your course
- The monthly subscription fee no longer aligns with your budget
- You are dissatisfied with tutor availability or quality in your subject area
- You received unwanted automatic charges or renewal notices
- You have switched to an alternative tuition service that better meets your requirements
Timing your cancellation to avoid charges
Superprof renews your subscription automatically on your billing date each month. If you cancel after your renewal date, you lose access to the pass immediately and cannot recover that month's fee unless you fall within the 14-day withdrawal window. Consequently, if you want to avoid the next charge, you must cancel before your billing date arrives. Yafee recommends setting a calendar reminder 5 days before your renewal to give yourself time to cancel without rushing.
How to cancel your Superprof subscription step by step
Superprof offers multiple cancellation methods, and the fastest route is through your online account dashboard.
Step 1: log in to your Superprof account
- Visit superprof.sg in your web browser
- Click the login button in the top right corner
- Enter your email address and password
- Select "Remember me" if you use a personal device only
- Click "Sign In" to access your account dashboard
Step 2: navigate to your subscription settings
- Once logged in, look for your account menu (usually a profile icon or "My Account" link)
- Select "Subscriptions" or "Billing Settings" from the dropdown menu
- You will see your active Student Pass listed with your next billing date
- If you see multiple subscriptions (for example, if you have purchased passes for different tutors), identify the one you want to cancel
Step 3: cancel your subscription through the dashboard
- Next to your Student Pass, click the "Cancel Subscription" button (this may also appear as "Manage" or "View Details")
- Superprof will display a confirmation dialog asking why you are cancelling; select your reason from the dropdown (this is optional but helps Superprof improve)
- Review the cancellation summary, which will confirm your final billing date and refund eligibility
- Click "Confirm Cancellation" to complete the process
- You will receive an immediate on-screen confirmation and a cancellation email within minutes
Step 4: verify cancellation and save your confirmation
- Check your email (including spam and promotions folders) for a cancellation confirmation message from Superprof
- Return to your account dashboard and confirm that your subscription no longer appears in the active subscriptions list, or that it shows "Cancelled" status
- Take a screenshot of your cancellation confirmation for your records
- Note the email confirmation reference number, which you may need if you dispute any charges later
Alternative: cancel by contacting Superprof support
If you cannot access your account or prefer written confirmation, you can contact Superprof directly. In accordance with European data protection rules (Superprof SAS is registered in Paris), Superprof provides a support contact form on their website at superprof.sg/help. You can also email support with your registered account email address, stating clearly that you wish to cancel your Student Pass subscription effective immediately. Provide your full name, account email, and the date you purchased the subscription. Superprof support typically responds within 2-3 business days and will process your cancellation remotely.
Your refund timeline and what to expect
After you cancel, your refund depends on several factors: whether you are within the 14-day window, how much of the service you have used, and your payment method.
Refunds within 14 days of purchase
If you cancel within 14 days of purchasing your Student Pass and have not substantially used it (you have not contacted or booked tutors), you are entitled to a full refund under the Consumer Protection (Fair Trading) Act. Superprof will process this refund to your original payment method within 14 calendar days of receiving your cancellation request. If you paid by credit or debit card, the credit typically appears within 5-7 business days. If you paid by NETS, PayPal, or another digital wallet, processing may take 3-5 business days.
Refunds after 14 days or with service usage
If you cancel after the 14-day withdrawal period, or if you have substantially used your pass by contacting tutors or accessing their detailed profiles, Superprof may deduct a proportionate charge for the service consumed. However, you remain entitled to a refund of any unused portion. For example, if you purchased a monthly S$33.00 pass, used it for 10 days of a 30-day cycle, and then cancelled, Superprof should refund approximately S$22.00 (two-thirds of the month remaining). Yafee advises requesting an itemised breakdown of any deduction if it seems excessive.
Checking your refund status
- Log into your Superprof account and navigate to your billing or transaction history
- Look for a pending credit or refund entry dated after your cancellation request
- If no refund appears within 14 days, contact Superprof support again with your cancellation confirmation reference number
- If Superprof does not respond or refuses to refund you, file a complaint with the Consumers Association of Singapore (CASE) via their website
Superprof pricing and subscription comparison
Understanding Superprof's fee structure helps you make informed decisions about whether cancellation is right for you.
| Subscription type | Monthly cost (SGD) | Annual cost (SGD) | What it includes | Cancellation window |
|---|---|---|---|---|
| Student Pass (recommended) | S$33.00 | S$396.00 | Unlimited tutor contact access, message inbox, booking calendar | 14 days (full refund if unused) |
| Tutor Premium Pass | N/A | S$195.00 | For tutors only: enhanced profile visibility, priority search placement | 14 days (full refund if unused) |
| Pay-per-lesson (no subscription) | Variable (S$10-S$80/hour) | N/A | Direct payment to tutor, no platform subscription | 24-hour lesson cancellation window per tutor policy |
What happens after you cancel Superprof
Cancelling your subscription triggers several changes to your account, and knowing what to expect prevents confusion.
Immediate changes to your account access
Once your cancellation is confirmed, you lose the ability to contact new tutors or access their full profiles through the platform. However, you retain read-only access to any messages or lesson history with tutors you have already booked. If you had active lessons scheduled with a tutor after your cancellation date, contact that tutor directly (if you have their contact details) to arrange payment outside the platform, or message them through your existing conversation thread before your access expires.
Managing ongoing lessons after cancellation
Cancelling your Student Pass does not automatically cancel individual lessons you have booked. If you have lessons scheduled before your subscription expired, those lessons proceed as planned and you pay the tutor's fee directly on the agreed date. To cancel a specific lesson, follow the lesson cancellation policy: cancellations more than 24 hours in advance receive a full refund; cancellations within 24 hours are subject to the tutor's individual refund policy. Contact the tutor directly or through your message thread to arrange this.
Reactivating your subscription later
If you change your mind, you can reactivate your Student Pass at any time by logging into your account and purchasing a new subscription. Superprof will not automatically restore your old subscription or offer a discount for reactivation, so you will pay the current S$33.00 monthly rate. Nevertheless, you will immediately regain access to the full tutor database and your message history with tutors you have contacted before.
Common mistakes when cancelling Superprof
Cancellation is simple, but a few missteps can delay your refund or leave you with unexpected charges.
Waiting until after your renewal date
The most common mistake is cancelling after Superprof has already charged your next month's fee. Superprof renews subscriptions automatically at midnight on your billing date, and once the charge clears, you are ineligible for a refund unless you fall within the 14-day withdrawal window from that new charge date. Set a calendar reminder 5 days before your billing date so you cancel in time.
Assuming cancellation means your lessons are cancelled too
Cancelling your Student Pass subscription does not cancel individual lessons you have already booked. If you want to cancel a scheduled lesson with a tutor, you must do so separately through that lesson's booking page or by contacting the tutor directly. Failure to cancel lessons individually may result in the tutor charging you for a no-show.
Not keeping your cancellation confirmation email
If Superprof disputes a refund later or charges you again, your cancellation confirmation email is your proof. Save this email in a dedicated folder and screenshot your cancellation confirmation from the dashboard as well. Yafee strongly recommends not relying on your memory of the cancellation date if a charge dispute arises weeks later.
Cancelling without documenting your account state
Before you cancel, take screenshots of your active subscriptions and any pending charges. This evidence protects you if Superprof claims you never had an active subscription, or if they attempt to charge you for months you cancelled. This step takes 30 seconds and eliminates disputes entirely.
Your cancellation checklist
Use this checklist to ensure your cancellation is complete and your refund is protected.
| Action | Completed | Notes |
|---|---|---|
| Log into your Superprof account | ☐ | Use your registered email address |
| Locate your active Student Pass in the subscriptions section | ☐ | Note the next renewal date |
| Click "Cancel Subscription" and confirm | ☐ | Save the on-screen confirmation |
| Receive and save the cancellation email from Superprof | ☐ | File this email and take a screenshot |
| Verify that your subscription no longer appears as active | ☐ | Check your dashboard within 1 hour of cancellation |
| Check your refund status after 5-7 business days | ☐ | If no refund appears, contact Superprof support |
If Superprof refuses to refund you
If Superprof declines your refund claim or ignores your cancellation request, you have legal remedies under Singapore consumer protection law.
Escalation route: the consumers association of singapore
The Consumers Association of Singapore (CASE) is the statutory body tasked with enforcing consumer rights across Singapore. If Superprof does not respond to your cancellation request within 14 days, or if they refuse to refund you without a valid reason, you can file a complaint with CASE. Submit your cancellation confirmation email, evidence of the charge on your bank statement, and any correspondence with Superprof support. CASE investigates the complaint and can pressure Superprof to refund you or compensate you for losses. The process is free for consumers.
Chargeback through your bank
If you paid by credit or debit card, you can initiate a chargeback (dispute) through your bank within 90 days of the charge. A chargeback forces your bank to recover the disputed amount from Superprof. You will need to provide your cancellation confirmation email and proof that you cancelled the subscription. Your bank will investigate and rule in your favour if Superprof cannot prove you authorised the charge after your cancellation date.
Contact Superprof for further support
Superprof's parent company is Superprof SAS, a French entity registered at 108 Rivervale Walk, Singapore 540108 for local operations. For cancellation queries, use the support contact form at superprof.sg/help or email support with your account details and cancellation reference number. Yafee has helped thousands of consumers cancel Superprof subscriptions successfully, and your cancellation follows the same legal protections available to all Singapore consumers under the Consumer Protection (Fair Trading) Act. Keep your confirmation email safe, monitor your refund status within 7-14 business days, and escalate to CASE if Superprof disputes your claim.