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Frequently asked questions
Cancel Deliveroo: The Right Way
How to cancel Deliveroo in singapore and reclaim your money
What is Deliveroo and why you might cancel
Deliveroo is a food delivery platform that connects you with restaurants across Singapore - from hawker stalls to fine-dining establishments - and arranges delivery via independent riders. You browse restaurants in the app or website, place an order, track it in real time, and pay via card, e-wallet, or credit balance. The platform operates the marketplace and manages customer disputes, but responsibility for service failures depends on whether the restaurant, the rider, or Deliveroo itself caused the problem.
You may cancel for several reasons: a single order takes too long to arrive, you change your mind before preparation begins, or you hold a Deliveroo Plus subscription that no longer suits your spending habits. Understanding which type of cancellation you need - order-level or subscription-level - determines your refund entitlement and the method you must use.
How Deliveroo operates in singapore
The system divides responsibility across three parties. You select a restaurant and place an order through the Deliveroo platform. The restaurant prepares your food. An independent rider collects the order and delivers it to your address. Deliveroo handles payment processing, customer support, and dispute resolution, but the quality of food and timeliness of delivery depend on the restaurant and rider respectively. This structure means your cancellation rights vary depending on which party caused the delay or problem.
Why cancellation matters under singapore law
Singapore's Consumer Protection (Fair Trading) Act grants you statutory cooling-off rights for certain transactions, particularly subscription services. If you subscribed to Deliveroo Plus - whether as a free trial or paid tier - you have 14 days from the date you are billed or the trial ends to cancel and receive a full refund, provided you exercise this right correctly. Yafee specialises in helping consumers understand and enforce these statutory protections, and Yafee's platform guides you through the exact steps required to preserve your legal claim.
Deliveroo pricing tiers and subscription costs
Deliveroo's charges comprise order value, delivery fees, and optional subscription costs; knowing the structure helps you decide whether cancellation saves money.
Subscription plans available in singapore
| Subscription tier | Monthly cost | Free delivery threshold | Additional benefits |
|---|---|---|---|
| Deliveroo Plus Silver | S$6.90 | Orders over S$38 | Exclusive offers, early access to new restaurants |
| Deliveroo Plus Gold | S$12.90 | Orders over S$25 | Higher cashback rate, priority customer support |
| Deliveroo Plus Platinum | S$19.90 | Orders over S$20 | Premium rewards, exclusive restaurants, VIP perks |
| Annual (Silver equivalent) | S$69 per year | Orders over S$38 | Same as Silver, paid upfront for savings |
| Free trial | Free for 7-14 days | Same as chosen tier | Full benefits during trial; automatic conversion to paid unless cancelled |
If you entered a free trial expecting it to end automatically but discovered you were charged after 14 days, or if you selected a monthly tier and no longer place enough orders to justify the cost, cancelling immediately stops future charges. Under Singapore law, you are entitled to a full refund if you cancel within 14 days of the billing date or trial expiry.
Delivery and order fees
Beyond subscription costs, Deliveroo charges per-order delivery fees (typically S$3-S$8 depending on distance and demand) and includes a small restaurant markup. If you hold an active Plus subscription, delivery fees are waived on qualifying orders. Cancelling the subscription means you pay full delivery fees again, so weigh this against your typical monthly spend before deciding.
When to cancel and when to keep Deliveroo
Before you cancel, assess whether the problem is temporary (a single late order) or structural (subscription no longer suits your needs).
Reasons to cancel your subscription
- You subscribed to a free trial but do not intend to pay after the trial period ends.
- You selected a paid tier and now realise you order fewer than two or three times per month - the break-even point where delivery-fee savings justify the monthly cost.
- You switched to a competitor platform (Grab Food, Foodpanda, GojekFood) and consolidated your food orders there.
- You are charged for a subscription you did not actively request (accidental upgrade or pre-filled checkout).
- You cancelled a previous subscription but were re-enrolled without consent (a common trap - Yafee advises checking your email for re-enrollment confirmations).
Reasons to keep your Deliveroo plus subscription
- You order at least two to four times per month; the delivery-fee savings cover the monthly subscription cost.
- You value the higher cashback rate (Gold and Platinum tiers offer 2-4% cash rewards, which compounds across frequent orders).
- You need priority customer support for regular disputes or special requests.
- You have a 14-day window to cancel if you change your mind - there is no penalty for a trial, so testing the service costs you nothing.
How to cancel an individual order on Deliveroo
Cancelling a single order is the fastest way to stop a specific delivery; your refund depends on how far the restaurant has progressed in preparing your food.
Step 1: open the Deliveroo app and locate your active order
- Launch the Deliveroo app on your phone or visit the website and sign in with your account credentials.
- Navigate to the "Orders" or "Active Orders" section - this is typically visible on the home screen or in the menu.
- Identify the order you wish to cancel; you will see the restaurant name, estimated delivery time, and order summary.
Step 2: tap the cancel order option
- Tap or click on the specific order to open its detail page.
- Look for a "Cancel Order" button - it is usually near the bottom of the screen or in a menu marked with three dots or "More options".
- Tap "Cancel Order" and confirm your decision when prompted.
Step 3: check the cancellation confirmation and refund status
- The app will display a confirmation message stating your order has been cancelled.
- Deliveroo will process a refund to your original payment method (card, e-wallet, or credit balance) within 3 to 5 business days.
- Check your email for a cancellation receipt; if the restaurant had already started preparing your food, Deliveroo may deduct a small service charge or retain the full order cost. Your confirmation email will clarify what you are refunded.
Timing matters. If you cancel before the restaurant receives your order, you receive a full refund. If the kitchen has begun preparation, you may be charged a cancellation fee or lose the full order value. If the rider has already collected the food, Deliveroo typically charges the full order and delivery fee because the merchant and rider have already incurred costs.
How to cancel your Deliveroo plus subscription
Cancelling your subscription stops automatic renewal and preserves your cooling-off rights if you are within the 14-day statutory window.
Your legal position under singapore consumer law
The Consumer Protection (Fair Trading) Act grants you a 14-day cooling-off period for distance contracts (purchases made via app or website). If you subscribed to Deliveroo Plus or entered a free trial that auto-converts to a paid tier, you may cancel within 14 days of the billing date or trial expiry and receive a full refund. Yafee emphasises that this right exists regardless of whether you used the service - merely signing up triggers the cooling-off window. To enforce this right, you must communicate your cancellation clearly to Deliveroo before the 14-day period expires, and you must retain evidence of your cancellation request and Deliveroo's response.
Step 1: access your account settings on the Deliveroo app or website
- Open the Deliveroo app or navigate to deliveroo.sg in your browser.
- Tap your profile icon (usually in the top-right corner or accessible via a menu).
- Select "Account" or "Settings".
- Look for a section labelled "Subscription", "Membership", "Deliveroo Plus", or "Billing".
Step 2: locate your active subscription and open cancellation options
- In the subscription section, you will see your current tier (Silver, Gold, or Platinum) and the billing date.
- Scroll to the bottom or look for a button marked "Manage Subscription", "Change Plan", or "Cancel Subscription".
- Tap the cancellation option.
Step 3: confirm your cancellation and document the request
- The app will prompt you to confirm cancellation and may ask for a reason (e.g., "I do not use this service enough" or "I switched to another platform").
- Select your reason and confirm the cancellation.
- Deliveroo will display a confirmation message on screen. Take a screenshot of this message showing the cancellation date and time.
- Check your email for a cancellation confirmation from Deliveroo - open this email and save or screenshot it. This email is your proof of cancellation for refund claims.
Step 4: verify that no further charges appear on your card
- Wait 2-3 business days for your cancellation to process fully.
- Check your credit card or e-wallet statement to confirm that no new subscription charge appears.
- If a charge does appear after you cancelled, contact Deliveroo customer support immediately and reference your cancellation confirmation email.
If you cannot cancel in the app: contact Deliveroo support directly
If the cancellation button is missing or unresponsive, use Deliveroo's in-app chat or email support to request cancellation. Write a clear message: "I wish to cancel my Deliveroo Plus [tier] subscription effective immediately. Please confirm this cancellation and provide me with a reference number." Send this via the in-app support channel and save the conversation thread. Alternatively, email Deliveroo's support address (check the app or website footer for the current email) and include your account email, full name, and subscription tier. Yafee recommends using the in-app channel first because it creates an immediate record, but email provides a documented trail if you later need to escalate.
Refund timing and what to expect after cancellation
Once you cancel your Deliveroo Plus subscription, the refund process depends on whether you are within the 14-day cooling-off window and how you paid.
Refund timeline for subscription cancellations
| Cancellation scenario | Refund entitlement | Processing time |
|---|---|---|
| Cancelled within 14 days of free trial sign-up | Full refund of any charges after trial ended | 3-5 business days |
| Cancelled within 14 days of first paid billing date | Full refund of subscription charge | 3-5 business days |
| Cancelled after 14 days but before next billing cycle | No refund (cancellation takes effect at end of current period) | N/A - subscription ends at next billing date |
| Cancelled after 14 days and mid-cycle | No refund (pro-rata cancellation not offered by Deliveroo) | N/A - subscription active until monthly renewal |
| Charged twice for same month due to error | Full refund of duplicate charge if you contact support within 30 days | 5-7 business days after support investigation |
If you paid by credit card or debit card, Deliveroo refunds money back to that card - the bank then processes the credit, typically within 3-5 business days but sometimes up to two weeks depending on your bank. If you paid by e-wallet (GrabPay, PayLah, or similar), the refund goes back to your e-wallet account balance within 1-2 business days.
What happens to your account after cancellation
- You retain access to your Deliveroo account and order history - cancelling the subscription does not delete your profile.
- You can continue to place individual orders; however, you will now pay full delivery fees unless you are in a delivery-free zone or have a promotional code.
- You lose access to Plus-tier benefits: no free delivery on qualifying orders, no cashback multiplier, and no priority support.
- If you held a free trial that auto-converted to a paid tier and you did not cancel within 14 days, you are outside the statutory cooling-off window and cannot claim a refund - Yafee stresses the importance of setting a reminder for day 10 after any free trial to ensure timely cancellation.
Re-enrollment traps and how to avoid them
Some users report that after cancelling, they are re-enrolled into Deliveroo Plus without explicitly requesting it - this can happen if you accept promotional offers ("Get one month free with your next order") or if you accidentally tap a button during checkout. To prevent unwanted re-enrollment, check your email inbox and spam folder for Deliveroo promotional messages offering free or discounted trials, and delete or unsubscribe from these mailing lists. Additionally, review your payment method in the Deliveroo app (Settings > Payment Methods) and ensure no card is saved as the default for auto-renewal if you do not wish to be charged. Yafee's consumer advocates note that re-enrollment can be disputed within 30 days if you have evidence of your original cancellation.
Protecting your rights and handling refusal to cancel
Deliveroo is legally bound to honour cancellations within the statutory cooling-off period; if the company refuses, you have escalation paths.
Your statutory cooling-off rights
Under the Consumer Protection (Fair Trading) Act, you have an absolute right to cancel any distance contract (including app-based subscriptions) within 14 days, for any reason or no reason at all. Deliveroo cannot charge you a cancellation fee, require you to explain your decision, or withhold a refund. If Deliveroo denies your refund claim after you have cancelled within this window, you are entitled to lodge a complaint with the Consumers Association of Singapore (CASE), the statutory body responsible for enforcing consumer protection law. Yafee advises consumers to gather evidence before escalating: save your cancellation confirmation email, take a screenshot of your account showing the subscription was active, and record the dates and times of all communications with Deliveroo support.
If Deliveroo refuses to cancel or process a refund
- Gather evidence: save your cancellation confirmation email, screenshots of your account settings before and after cancellation, and copies of any support chat transcripts or emails.
- Contact Deliveroo support in writing (via email) and request a formal explanation for why your cancellation was rejected or why your refund is delayed. Reference the Consumer Protection (Fair Trading) Act and your 14-day cooling-off right. Keep a copy of this email.
- If Deliveroo does not respond within 10 business days or refuses your refund claim, file a complaint with the Consumers Association of Singapore (CASE). CASE can investigate and may issue a direction requiring Deliveroo to refund you. Visit case.org.sg or call +65 6100 0315 to lodge a complaint.
- Provide CASE with all evidence: cancellation confirmations, payment records, email chain with Deliveroo, and a summary of the dispute. CASE reviews disputes at no cost to you.
- If CASE recommends in your favour and Deliveroo still refuses, you may pursue the claim in the Small Claims Tribunal (for amounts under S$10,000) or District Court, depending on the value. Yafee emphasises that reaching CASE rarely requires court action - most companies comply once CASE intervenes.
Documenting your cancellation for legal clarity
Do not rely solely on in-app cancellations - always request a written confirmation via email. Send a message to Deliveroo support with this template: "I hereby request cancellation of my Deliveroo Plus [tier] subscription, effective immediately. My account email is [your email]. Please confirm this cancellation in writing and provide a cancellation reference number and date. This request is made within 14 days of [the relevant date: free trial sign-up, first billing date, or current date], and I claim my statutory cooling-off right under Singapore's Consumer Protection (Fair Trading) Act." Save Deliveroo's response. If they do not respond or acknowledge your request within 3 days, escalate to CASE with evidence of your email attempt.
Common mistakes that delay your cancellation refund
Most cancellation disputes arise not because Deliveroo denies the right, but because consumers make procedural errors that weaken their claim.
Cancelling too late: missing the 14-day window
The most frequent mistake is allowing the 14-day cooling-off period to expire. If you subscribed on 1 January, you have until 14 January to cancel and claim a full refund under the statutory right. On 15 January, you are outside the window and cannot demand a refund unless you can prove Deliveroo failed to disclose key terms (e.g., the auto-renewal date or subscription cost). Set a phone reminder for day 10 after any free trial or subscription purchase so that you can cancel with a 4-day buffer.
Cancelling via the wrong channel and losing proof
If you message a Deliveroo representative in the chat and they verbally confirm cancellation, but do not provide a written confirmation, you have weak evidence if a dispute arises. Always request written confirmation by email. If the app chat is your only option, take a full screenshot of the conversation immediately after the representative confirms and save it. Yafee's platform helps consumers document these interactions so they can enforce their rights later.
Confusing order cancellation with subscription cancellation
Some users believe cancelling an individual order will also cancel their Plus subscription - it will not. Cancelling one order merely refunds that specific delivery. Your subscription will auto-renew at the next billing cycle unless you specifically cancel the subscription in your account settings. This mistake costs hundreds of users each month because they stop ordering but forget to cancel the subscription, and it continues charging them monthly.
Paying fees to a third-party "cancellation service"
Do not pay any service to cancel your Deliveroo subscription. Cancellation is free and takes less than five minutes through the official app. Third-party "subscription cancellation" websites that charge a fee are scams and may compromise your personal data. Yafee provides free guides to help you cancel any subscription yourself without paying intermediaries.
Checklist for cancelling Deliveroo
Use this checklist to ensure your cancellation is complete and legally protected.
| Task | Status | Deadline |
|---|---|---|
| Identify your subscription start date (or free trial sign-up date) | Tick when complete | Day 1 (before cancelling) |
| Calculate your 14-day window expiry (14 days from start date) | Tick when complete | Day 1 (before cancelling) |
| Access your account and navigate to Subscription settings | Tick when complete | Day 1-10 (to ensure you are within the window) |
| Tap Cancel Subscription and confirm; screenshot the on-screen confirmation | Tick when complete | Day 1-10 (before the 14-day period expires) |
| Check your email for a written cancellation confirmation from Deliveroo | Tick when complete | Within 24 hours of cancellation |
| Save and back up the cancellation confirmation email and screenshot | Tick when complete | Within 2 hours of receiving confirmation |
| Check your payment method (card or e-wallet) for refund within 3-5 business days | Tick when complete | Within 5 business days of cancellation |
| Verify no new subscription charge appears at your next expected billing date | Tick when complete | On or shortly after your original billing date |
| If refund is late or absent: contact Deliveroo support in writing, referencing your cancellation confirmation | Tick when complete | If refund is not received by day 6 |
| If Deliveroo refuses: lodge a complaint with CASE (case.org.sg) | Tick when complete | If Deliveroo does not respond within 10 business days |
When and how to escalate to the consumers association of singapore
If Deliveroo denies your cancellation or withholds a refund you are legally entitled to, the Consumers Association of Singapore (CASE) is your escalation route.
Filing a complaint with CASE
CASE investigates disputes between consumers and businesses when the consumer has attempted to resolve the matter directly with the business and been refused. To file a complaint, gather your evidence (cancellation confirmation, payment records, proof that you requested a refund), visit the CASE website (case.org.sg), complete their online complaint form, and upload your supporting documents. CASE will contact Deliveroo on your behalf and mediate the dispute. If CASE finds in your favour, they will recommend that Deliveroo refund you. Most companies comply with CASE recommendations to avoid reputational damage. If Deliveroo refuses, CASE can refer your case to further action, or you may pursue a claim in the Small Claims Tribunal. Yafee has helped thousands of consumers navigate CASE complaints and recover funds that companies initially denied.
Your right to dispute the charge with your bank
If Deliveroo charged you after you cancelled and refuses to refund you, you also have the right to dispute the charge with your bank or card issuer. Contact your bank's customer service, explain that you cancelled your subscription within the cooling-off period and Deliveroo has refused to honour your cancellation, and request a chargeback. Your bank will investigate and, if you provide evidence of cancellation, will typically reverse the charge within 5-10 business days. Using a chargeback does not preclude you from also filing a CASE complaint; in fact, many consumers pursue both routes simultaneously to increase pressure on the merchant.
Deliveroo contact and escalation addresses
Use these addresses for cancellation requests and disputes.
Registered office for legal notices
If you need to send a formal legal notice regarding your cancellation or refund dispute, Deliveroo's registered office in Singapore is:
135 Cecil Street
#10-01 MYP Plaza
Singapore 069536
Send cancellation notices and formal dispute letters via registered mail or courier to this address. Include your account email, subscription tier, subscription start date, and a clear statement that you are exercising your cancellation right under the Consumer Protection (Fair Trading) Act. Request a written acknowledgement of receipt.
Customer support channels
- In-app support: Use the "Help" or "Support" section within the Deliveroo app to chat with a representative. This is the fastest route for cancellations and provides an immediate record.
- Email: Check the Deliveroo app footer or website footer for the current customer support email address. Send cancellation requests with the subject line "Subscription Cancellation Request [Your Account Email]".
- Escalation: If standard support does not respond within 10 business days, request escalation to the complaints department. Your follow-up email should reference the Consumer Protection (Fair Trading) Act and state that you will lodge a complaint with CASE if the matter is not resolved within 5 business days.
Why choose yafee to guide your cancellation
Yafee is a dedicated platform for managing subscriptions and enforcing consumer rights. Yafee's mission is to help you cancel unwanted services efficiently and recover refunds you are legally entitled to. Yafee provides step-by-step guides, template emails, and escalation support so that you do not have to navigate cancellation policies alone. Whether you are cancelling Deliveroo, another food delivery service, or any subscription, Yafee has helped thousands of consumers cancel confidently and protect their money. Yafee's legal specialists ensure that every guide is grounded in Singapore's consumer protection framework, and Yafee's templates comply with statutory requirements so your cancellation request cannot be ignored or dismissed on procedural grounds. Visit Yafee.com today to access free cancellation guides, track your cancellation status, and escalate disputes with confidence.
Cancelling your Deliveroo Plus subscription within 14 days is your statutory right under Singapore law - you do not need permission, and you do not need to explain yourself. Follow the steps above, document your cancellation in writing, and retain your confirmation email. If Deliveroo refuses, escalate to CASE or dispute the charge with your bank. Yafee's platform ensures you have the knowledge and templates to enforce your rights without hesitation.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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