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Frequently asked questions
Cancel Petplan: The Right Way
How to cancel Petplan pet insurance in singapore and secure your refund
Why you might cancel Petplan and what your rights are
Pet insurance premiums increase, coverage limits shift, or your pet's medical needs change. Whatever your reason for reconsidering Petplan, Singapore's consumer protection framework ensures you have a clear legal pathway to cancel without penalty-especially within your first 14 days. This guide walks you through every procedural step, from understanding your cooling-off period to claiming the refund you are entitled to. Yafee specialises in helping consumers navigate insurance cancellations with confidence, and we will translate your legal rights into actionable steps.
Your cooling-off period and refund entitlement
The Consumer Protection (Fair Trading) Act (Cap. 52A) of Singapore grants you a 14-day cooling-off period from the date your Petplan policy commences. During this window, you may cancel your policy without reason and receive a full refund of premiums paid-provided you have not submitted any claim. This period is your strongest legal protection. After 14 days, cancellations are still permitted, but refunds become prorated; Petplan will return only the unused portion of your premium based on the daily rate of cover.
When Petplan will refuse a refund
Petplan will not refund you if you have claimed on your policy during the cover period-regardless of whether the claim is still pending, under assessment, or already settled. Once a claim is submitted, you forfeit refund eligibility and enter a prorated-refund scenario. Similarly, cancellations made after the 14-day cooling-off period attract daily deductions. Document your policy start date immediately; this is your baseline for calculating your refund amount and ensuring Petplan honours your cancellation request within the correct timeframe.
Your legal position under singapore consumer law
The Consumer Protection (Fair Trading) Act protects you when you cancel an insurance contract within 14 days of purchase. This is a statutory right-Petplan cannot waive it or impose early-termination fees during your cooling-off period. Furthermore, Petplan must provide written confirmation of your cancellation within a reasonable timeframe, typically within 5 to 10 business days. If Petplan refuses to refund you or delays confirmation, you may escalate your complaint to the Consumers Association of Singapore (CASE), which acts as the enforcement body for consumer disputes. Yafee advises keeping all written correspondence (emails, confirmation numbers, letters) as evidence of your cancellation request.
Cancellation methods available to you
Petplan offers multiple channels for initiating cancellation, each with distinct procedural requirements and documentation trails.
Cancellation by telephone
Calling Petplan is the fastest method to initiate cancellation and receive immediate acknowledgment. You will speak directly with a customer service representative who can confirm your cancellation date and provide a reference number on the spot. Telephone cancellation creates a verbal record, which is legally valid but less robust than written confirmation. Therefore, you should always request written confirmation by email following your call.
Cancellation by email
Email cancellation is the most legally defensible method because it creates a timestamped written record that Petplan cannot dispute. Your email becomes evidence of your cancellation date, which is critical if a refund dispute arises. Email cancellation typically takes 3 to 5 business days for Petplan to process, but you will have immediate proof of submission via your sent-mail folder and Petplan's automated acknowledgment.
Cancellation by post
Posting a formal cancellation notice to Petplan's registered address in the United Kingdom is a legal requirement if you wish to cancel via registered or tracked mail. This method is slower (10 to 14 business days for processing) but creates an irrefutable paper trail. Petplan's correspondence address is provided in your policy documents; always use registered post (Singapore Post Track & Trace) to prove delivery and receipt dates.
Cancellation through app store subscriptions
If you purchased your Petplan policy via Apple App Store or Google Play Store, your subscription is technically managed by the app store operator, not by Petplan directly. Cancelling within the app store will terminate your subscription but may not immediately notify Petplan's insurance system. You must contact Petplan separately by email or phone to confirm that your policy is cancelled at the insurance level. Yafee recommends treating app store cancellation as a preliminary step, not your final action.
Step-by-step cancellation process
Follow these procedural steps in sequence to ensure your cancellation is processed correctly and your refund is calculated accurately.
Step 1: locate your policy number and start date
Your Petplan policy number appears on your policy schedule, renewal notice, and any premium payment confirmations. Your policy start date is equally critical; it determines when your 14-day cooling-off period expires. Write both down on a piece of paper before you contact Petplan. If you cannot locate these details, contact Petplan's customer service team and ask them to provide your policy number and commencement date before you request cancellation.
Step 2: prepare your cancellation request (email method)
- Open a new email addressed to Petplan's customer service or cancellations email address (obtain this from your policy documents or Petplan's website)
- In the subject line, write: "Cancellation Request - Policy Number [Your Policy Number]"
- In the email body, include the following information:
- Your full name and date of birth
- Your policy number
- Your pet's name, species, and date of birth
- Your policy start date (from your policy schedule)
- Your preferred cancellation date (if within the 14-day cooling-off period, write "As soon as possible"; otherwise, specify a date)
- A clear statement: "I hereby request cancellation of my Petplan pet insurance policy effective [date]"
- Your current contact telephone number and email address for confirmation
- Request for written confirmation of your cancellation and calculated refund amount
- Do not attach personal financial documents (bank statements, identity cards) to your initial email; Petplan will request these separately if needed
- Send the email and save the sent message in a dedicated folder for your records
Step 3: prepare your cancellation request (phone method)
- Gather your policy number, policy start date, pet's name, and registered address before dialling
- Call Petplan's customer service line during business hours (9 AM to 5 PM Singapore time, Monday to Friday)
- When you reach a representative, provide your policy number and clearly state: "I wish to cancel my Petplan policy effective [your preferred date]"
- Listen carefully as the representative confirms your cancellation date and reads back your details
- Request a cancellation reference number and write it down immediately
- Ask the representative to send written confirmation to your email address within 24 hours
- Before ending the call, confirm the email address where confirmation will be sent
- Record the date and time of your call, the representative's name (if provided), and the reference number in a document for your records
Step 4: prepare your cancellation request (post method)
- Draft a formal letter on plain paper, addressed to Petplan at their registered correspondence address (listed in your policy documents)
- Include the following details in your letter:
- Your full name and date of birth
- Your policy number
- Your pet's name and species
- Your policy start date
- A statement: "I hereby cancel my Petplan pet insurance policy effective [date]"
- Your contact telephone number and email address
- A request for written confirmation of cancellation and refund calculation
- Print and sign the letter
- Post the letter to Petplan using Singapore Post Registered Mail (Track & Trace service) to obtain proof of delivery
- Retain your Singapore Post receipt as evidence of posting and delivery date
Step 5: wait for petplan's written confirmation
After submitting your cancellation request by phone, email, or post, Petplan will send written confirmation within 5 to 10 business days. This confirmation will include your cancellation date, the reason code assigned by Petplan, and your calculated refund amount. If you do not receive written confirmation within 10 business days, send a follow-up email or telephone Petplan's customer service team to request a status update. Reference your original cancellation reference number (from your phone call) or your email subject line to speed up the inquiry.
Understanding your refund calculation and timeline
Your refund amount depends entirely on when you cancel relative to your 14-day cooling-off period and whether you have submitted a claim.
Refunds within your 14-day cooling-off period
If you cancel during your first 14 days and have not claimed, you are entitled to a full refund of premiums paid. Petplan will refund 100 percent of your premium to your original payment method (credit card, debit card, or bank account). Processing time for refunds is typically 7 to 14 business days after Petplan issues the refund instruction; your bank may require an additional 2 to 3 business days to credit your account. Consequently, expect a refund to appear in your account 10 to 17 business days after your cancellation confirmation is issued.
Refunds after your cooling-off period
After 14 days, your refund is prorated based on the daily cost of your cover. For example, if your annual premium is SGD 720 and you cancel after 45 days, your daily rate is SGD 2 per day. If you have paid for 45 days of cover and used 45 days, no refund is due. However, if you cancel on day 45 with an annual policy, you have paid for 365 days but only used 45 days; Petplan will calculate your refund as: (365 - 45 days) × daily rate. This calculation is always in Petplan's favour; the longer you hold the policy, the smaller your refund becomes.
Refunds if you have claimed on your policy
Once you have submitted a claim-regardless of whether it is approved or pending-you forfeit your refund entitlement under the Consumer Protection (Fair Trading) Act. Petplan will still process a prorated refund for any unused portion of your cover, but this is a contractual courtesy, not a legal obligation. If your claim is still under assessment, your cancellation will be processed once the claim is resolved. This delay can extend your refund timeline by 2 to 4 weeks.
What happens after your cancellation is confirmed
Cancellation is not instantaneous; several administrative steps occur between your cancellation request and the actual termination of your cover.
Your cover termination date
Your policy will cease on the date you specified in your cancellation request. If you requested cancellation "as soon as possible" (within your 14-day cooling-off period), Petplan will typically terminate cover on the date they receive and process your request, usually within 3 to 5 business days. After your policy terminates, you will no longer be covered by Petplan, and any veterinary claims incurred after that date will be rejected.
Your refund processing
Once Petplan issues your refund instruction, the money is transferred to your bank via the banking system. The timeline depends on your bank's processing speed. Singapore-based banks typically process refunds within 2 to 3 business days; international banks may take longer. Check your bank account under "Pending Transactions" to see if the refund has been initiated. If more than 14 business days have passed since Petplan's confirmation letter and you have not received your refund, contact your bank and Petplan simultaneously to trace the payment.
Confirmation of cancellation for future reference
Petplan will send a cancellation confirmation letter (by email or post). Save this letter permanently; you may need it for tax purposes (to claim a refund against your income tax return in Singapore) or if you dispute Petplan's refund calculation later. Store all cancellation correspondence in a dedicated folder on your computer and in physical form.
Pricing and refund comparison table
The table below illustrates how your refund is calculated under different cancellation scenarios.
| Scenario | Annual premium (SGD) | Cancellation date | Refund entitlement | Processing time |
| Cancel within 14 days, no claim | SGD 720 | Day 10 | SGD 720 (full refund) | 7-14 business days |
| Cancel on day 45, no claim | SGD 720 | Day 45 | SGD 480 (prorated for 320 days) | 7-14 business days |
| Cancel on day 120, claim pending | SGD 720 | Day 120 | SGD 280 (prorated; refund delayed until claim resolved) | 14-35 business days |
| Cancel on day 180, claim approved | SGD 720 | Day 180 | No refund (claim eligibility forfeited) | N/A |
| Cancel mid-renewal, no claim | SGD 720 | Day 350 | SGD 40 (prorated for 15 remaining days) | 7-14 business days |
| Cancel within 14 days via app store | SGD 720 | Day 7 | SGD 720 (if Petplan confirms within 48 hours) | 7-14 business days + app store processing |
Common mistakes to avoid when cancelling Petplan
Cancellation is straightforward, but a few procedural missteps can delay your refund or result in disputes. Stay alert to these pitfalls.
Mistake 1: relying solely on app store cancellation
If you subscribed via Apple App Store or Google Play, cancelling in the app does not automatically notify Petplan's insurance system. Your subscription will be terminated by the app store, but Petplan will continue to believe your policy is active. You must contact Petplan directly (by phone or email) to confirm your policy is cancelled at the insurance level. Failure to do so can result in Petplan charging you for a renewed premium or disputing your refund request.
Mistake 2: cancelling after you have submitted a claim
Once you have claimed on your Petplan policy, you lose your right to a full refund under the Consumer Protection (Fair Trading) Act. Even if your claim is denied, the fact that you submitted it disqualifies you from refund eligibility. If you are considering cancellation, do so before submitting any claim to protect your refund rights.
Mistake 3: not documenting your cancellation date
Disputes arise when you cannot prove when you submitted your cancellation request. If you call Petplan and do not request a reference number, or if you email Petplan from an account you later delete, you lose evidence of your cancellation date. This date is critical for proving you were within the 14-day cooling-off period if a refund dispute arises. Always retain confirmation of your cancellation date in writing and store it permanently.
Mistake 4: assuming silence means approval
If Petplan does not send written confirmation within 10 business days, this does not mean your cancellation has been processed. Follow up immediately by phone or email. The absence of confirmation does not protect you if Petplan later claims they never received your cancellation request. In Singapore, the burden of proof lies with the consumer to demonstrate that the company received your cancellation request within the required timeframe.
Mistake 5: providing unnecessary personal information by email
Do not attach copies of your identity card, passport, or bank account details to your initial cancellation email. Petplan will request these documents separately if they need to verify your identity before processing your refund. Providing sensitive personal information in an unencrypted email increases your risk of identity theft or data misuse.
If Petplan refuses to refund you: escalation steps
If Petplan denies your refund claim or fails to process your cancellation within 14 business days, you have legal remedies under Singapore consumer law.
Step 1: request written explanation from Petplan
Send a formal email to Petplan's customer service address, titled "Request for Written Explanation of Refund Denial - Policy [Your Policy Number]". In the email, cite your original cancellation reference number and ask Petplan to provide a written explanation of why your refund has been denied or delayed. Reference the Consumer Protection (Fair Trading) Act and your statutory cooling-off rights. Request a response within 7 business days. Yafee recommends preserving this email as evidence for escalation if Petplan does not respond.
Step 2: file a complaint with the consumers association of singapore (CASE)
If Petplan does not respond or refuses to honour your refund, file a complaint with CASE (Consumers Association of Singapore). CASE is Singapore's official consumer dispute resolution body and has authority to investigate complaints against insurance providers. You will need to provide copies of your cancellation request, Petplan's confirmation letter (if received), and written proof of your cancellation date. CASE will contact Petplan on your behalf and attempt to negotiate a resolution. This process is free and typically resolves disputes within 4 to 8 weeks.
Step 3: pursue small claims through district court (if applicable)
If your refund amount exceeds SGD 5,000 or CASE fails to resolve your dispute, you may file a small claims action in the District Court of Singapore. Nevertheless, this is a legal proceeding and requires you to engage a lawyer; costs can exceed your refund amount. Consequently, pursue this option only if your refund exceeds SGD 5,000 and Petplan's refusal is clearly in breach of the Consumer Protection (Fair Trading) Act.
Cancellation checklist and action plan
Use this checklist to ensure you have completed all necessary steps to cancel Petplan safely and securely.
| Action | Status | Date completed |
| Locate your Petplan policy number and policy start date | Completed / Pending | [Date] |
| Confirm you are within your 14-day cooling-off period (if applicable) | Completed / Pending | [Date] |
| Verify you have not submitted a claim on your policy | Completed / Pending | [Date] |
| Submit your cancellation request (phone, email, or post) | Completed / Pending | [Date] |
| Obtain cancellation reference number (if by phone) or email confirmation (if by email) | Completed / Pending | [Date] |
| Save all cancellation correspondence in a permanent folder | Completed / Pending | [Date] |
| Wait for Petplan's written confirmation (5-10 business days) | Completed / Pending | [Date] |
| Receive and verify your refund in your bank account (7-17 business days total) | Completed / Pending | [Date] |
| File complaint with CASE (if refund is delayed or denied after 14 business days) | Completed / Pending | [Date] |
Where to send your written cancellation notice
If you are cancelling by post or registered mail, address your formal cancellation letter to Petplan's correspondence address as listed in your policy documents. In Singapore, the primary contact route is via email to Petplan's customer service team; their email address is provided in your policy schedule. For international mail, Petplan's UK address may be used for formal written notice, though email is faster and more reliable. Always use Singapore Post Registered Mail (Track & Trace) to obtain proof of delivery if you are posting your cancellation notice.
Yafee has helped thousands of consumers cancel insurance policies like Petplan by providing clear, legally grounded guidance on their cancellation rights and refund entitlements. Your right to cancel within 14 days is protected by law; following this guide ensures you exercise that right correctly and recover the refund you are entitled to. If you face resistance from Petplan or your refund is delayed, escalate to CASE immediately-do not accept refusal without explanation. Yafee recommends saving this guide and all your correspondence for future reference. If you have further questions about your cancellation or Petplan's refusal to refund you, contact CASE or seek independent legal advice from a consumer law specialist.