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Frequently asked questions
Cancel BetterHelp: The Right Way to Stop Charges
How to cancel BetterHelp in singapore and stop recurring charges today
What is BetterHelp and why you might want to cancel
BetterHelp is an online therapy platform that connects you with licensed counsellors and therapists for messaging, phone, and video consultations. The service operates on a subscription basis, charging you weekly or monthly depending on your chosen plan, and provides unlimited messaging plus access to live therapy sessions from licensed professionals across Singapore and other territories.
You may decide to cancel BetterHelp for several reasons: you have achieved your therapy objectives, prefer face-to-face counselling, find the platform does not meet your clinical needs, or wish to manage your mental health through alternative means. Whatever your reason, cancelling should be a straightforward process. At Yafee, we believe subscription services must respect your right to exit without obstruction or deliberate friction.
How BetterHelp's subscription model works
When you enrol, BetterHelp matches you with a therapist aligned to your preferences and mental health goals. You can request a therapist change at any time if the relationship does not feel right. Payments are debited automatically on a weekly or monthly cycle tied to your selected plan. Charges continue indefinitely until you explicitly cancel your subscription. This automatic renewal is why prompt action prevents unwanted financial outflow from your bank account.
Why cancellation matters for your finances and wellbeing
Subscription costs accumulate rapidly. A weekly BetterHelp subscription ranging from SGD 88 to SGD 135 translates to SGD 351 to SGD 540 per month. If you are no longer using the service actively, each week you delay cancellation represents real money lost. Yafee has guided thousands of consumers through the cancellation process, helping them reclaim control of their recurring charges and redirect funds toward their actual priorities.
Your consumer rights when cancelling BetterHelp in singapore
Singapore's Consumer Protection (Fair Trading) Act establishes your legal entitlements when cancelling online services, placing the law firmly on your side.
What the consumer protection (Fair trading) act says about cancelling online services
Under the Consumer Protection (Fair Trading) Act, you hold the right to cancel a distance contract (such as BetterHelp) within a cooling-off period. For online services supplied to consumers in Singapore, you typically have 14 calendar days from the date you receive written confirmation of the contract to cancel without penalty, provided no services have been substantially performed.
The critical phrase is "substantially performed." If BetterHelp has already delivered therapy sessions or provided substantial messaging support, your cooling-off right may be limited or forfeited. However, if you cancel within the first week and have engaged minimally with your assigned therapist, you retain grounds to request a full refund under consumer law. Retain all confirmation emails, transaction records, and therapy session logs as documentary evidence of service delivery.
Your legal position
You have the statutory right to cancel BetterHelp within 14 days of contract confirmation if services have not been substantially delivered. If BetterHelp refuses to honour this right or disputes your refund claim, you may lodge a formal complaint with the Consumers Association of Singapore (CASE), which investigates breaches of the Consumer Protection (Fair Trading) Act and pursues remedies on your behalf. You are not required to accept BetterHelp's refusal at face value.
When to escalate to CASE if BetterHelp refuses
If BetterHelp declines to process your cancellation or denies a refund you believe is lawful under the Consumer Protection (Fair Trading) Act, you can escalate your complaint to the Consumers Association of Singapore (CASE). CASE investigates allegations of unfair contract terms, non-compliance with statutory cancellation rights, and other breaches of consumer protection law. Your first step is to contact BetterHelp in writing (detailed in the final section); if they do not respond within 14 days or refuse your request, file a complaint with CASE at www.case.org.sg or by telephone on 6100 0315. Yafee recommends keeping all written correspondence as evidence. Having clarity on your legal position means you approach BetterHelp from a position of strength.
How to cancel BetterHelp step by step
You have multiple routes to cancel BetterHelp depending on how you created your account and which device you use most frequently.
Cancel via the BetterHelp website (most reliable method)
Logging in directly to your BetterHelp account and cancelling through the website creates a documented cancellation record in your account and provides instant confirmation. Yafee recommends this method first because it leaves an audit trail.
- Open your web browser and navigate to www.betterhelp.com
- Log in using your registered email address and password
- Select "Account Settings" or "My Account" from your profile menu (usually located in the top right corner)
- Locate the "Subscription" or "Billing" section within account settings
- Look for an option labelled "Manage Subscription," "View Plan," or "Subscription Details"
- Select "Cancel Subscription" or "End Membership"
- BetterHelp will prompt you to confirm your cancellation and may offer retention discounts; ignore these offers if you are committed to cancelling
- Confirm the cancellation and request a confirmation email immediately
- If BetterHelp does not send a confirmation email within 1 hour, take a screenshot of the final confirmation screen
- Verify that your payment method no longer shows a scheduled charge for the following billing cycle
Cancel via the BetterHelp mobile app (iOS or android)
If you primarily use the mobile application, you can initiate cancellation directly from your device.
- Open the BetterHelp app on your smartphone or tablet
- Tap the menu icon (three horizontal lines) in the bottom right corner, then select "Account"
- Scroll down and tap "Subscription Settings" or "Billing"
- Select "Cancel My Subscription"
- Confirm your cancellation choice when prompted
- Screenshot the confirmation message and note the date and time of cancellation
- Check your email for a confirmation from BetterHelp within 1 to 2 hours
Cancel by contacting BetterHelp support via email or live chat
If you encounter technical difficulties cancelling online or wish to create a written record of your cancellation request, contact BetterHelp's support team directly.
- Log in to your BetterHelp account and select "Help" or "Support"
- Use the live chat feature to state: "I wish to cancel my BetterHelp subscription effective immediately. Please confirm the cancellation in writing and provide the date my billing will cease."
- If live chat is unavailable, send an email to [email protected] with the subject line "Subscription Cancellation Request" and include:
- Your full name and email address associated with the account
- Your BetterHelp account number (if visible in your account settings)
- The date you wish the cancellation to take effect (use "immediate" or the current date)
- A clear statement: "I request immediate cancellation of my BetterHelp subscription and confirmation that no further charges will be processed."
- Request written confirmation of the cancellation and the final billing date
- Retain all correspondence for your records
Cancel by sending a formal cancellation notice by post
If BetterHelp does not respond to online or email cancellation requests within 7 business days, send a formal written notice by post to their registered mailing address. This creates an indisputable record of your cancellation request.
- Prepare a letter or email containing:
- Your full name and email address
- Your BetterHelp account number (obtain from your account settings or an invoice)
- The date of this notice
- A clear cancellation statement: "I hereby cancel my BetterHelp subscription effective [today's date]. Please cease all recurring charges and provide written confirmation of cancellation within 7 days."
- A request for written acknowledgement and the final charge date
- Send the letter by registered post to:
- BetterHelp Cancellations
- 990 Villa Street
- Mountain View, CA 94041, USA
- Alternatively, if the above address does not respond, contact BetterHelp's parent company Teladoc Health:
- Teladoc Health
- One American Lane
- Purchase, NY 10577, USA
- Keep a copy of the letter and your proof of postage (including the registered tracking number)
- Follow up by email after 10 business days referencing your posted letter and requesting confirmation of receipt and processing
BetterHelp pricing and what you should know before cancelling
Understanding BetterHelp's pricing structure helps you calculate how much you stand to save by cancelling promptly.
| Plan type | Frequency | Estimated cost (SGD) | Monthly equivalent (SGD) | What's included |
|---|---|---|---|---|
| Standard weekly | Weekly charge | 88-110 | 352-440 | Unlimited messaging, one video or phone session weekly |
| Premium weekly | Weekly charge | 110-135 | 440-540 | Unlimited messaging, two to three video or phone sessions weekly |
| Standard monthly | Monthly charge | 351-440 | 351-440 | Unlimited messaging, four video or phone sessions monthly |
| Premium monthly | Monthly charge | 440-540 | 440-540 | Unlimited messaging, eight to twelve video or phone sessions monthly |
| Couples therapy add-on | Varies | +50-70 weekly | +200-280 | Joint sessions with a relationship therapist |
| Financial impact of delay | Each week of delay | 88-135 (lost) | - | One more charge cycles if you wait |
Every week you delay cancellation costs between SGD 88 and SGD 135. If your subscription renews before you cancel, you may be charged for another full cycle. At Yafee, we recommend acting within 48 hours of your decision to cancel in order to avoid an unwanted renewal charge.
What happens after you cancel your BetterHelp subscription
Cancellation is not instantaneous; you must understand the timeline and what to expect after you submit your cancellation request.
Immediate steps after cancellation
Once you submit your cancellation through the website, app, or email, the following occurs:
- BetterHelp should send you a confirmation email within 1 to 24 hours acknowledging your cancellation request
- Your account remains accessible until the current billing cycle ends, allowing you to retrieve any previous therapy notes or session transcripts
- You retain access to messaging threads with your therapist until your subscription officially ends (usually at the next billing date)
- No new charges should be processed after the cancellation is confirmed, but verify your payment method within 3 to 5 days to ensure no duplicate charge occurs
Verify cancellation on your next billing date
Circle the date of your next scheduled billing cycle on your calendar. On that date or the day after:
- Check your bank account or credit card statement to confirm no charge from BetterHelp has been processed
- Log in to BetterHelp to verify your subscription status now shows "Cancelled" or "Inactive"
- If a charge appears, contact your bank or credit card issuer immediately and file a chargeback dispute, citing your cancellation request and lack of consent to the charge
- Simultaneously, contact BetterHelp support and CASE (via www.case.org.sg) with evidence of your cancellation request and the unauthorized charge
Retrieving your therapy records before access ends
Before your subscription fully expires, download or screenshot any therapy notes, session summaries, or correspondence you wish to retain:
- Log in to your BetterHelp account
- Navigate to "My Sessions" or "Message History"
- Screenshot or export each session summary and any written correspondence with your therapist
- Store these files securely for future reference or to share with a new therapist if needed
- Note that BetterHelp may delete your account data 90 days after cancellation, so act quickly
Refunds and what you are entitled to claim
Your refund eligibility depends on when you cancel relative to service delivery and your current billing cycle.
Full refund eligibility under the consumer protection (Fair trading) act
You are entitled to a full refund of charges paid if:
- You cancel within 14 calendar days of receiving written confirmation of your contract (cooling-off period) AND you have not engaged in therapy sessions or have engaged minimally (one session or fewer)
- BetterHelp has not yet charged your payment method for the next billing cycle
- You can demonstrate in writing that services were not substantially delivered
Partial refund or credit eligibility
You may be entitled to a partial refund or credit if:
- You cancel mid-cycle and have prepaid for sessions you will not receive
- You cancel after the cooling-off period but have clear evidence that BetterHelp breached the contract (for example, assigned therapist was unavailable, sessions were not provided as promised)
- You request a refund within 30 days of your last charge
How to request a refund
After you cancel, submit a formal refund request in writing:
- Email [email protected] with the subject "Refund Request" and include:
- Your full name and account email address
- Your BetterHelp account number
- The date you cancelled
- The amount you are requesting as a refund (reference invoice amounts)
- A brief explanation: "I cancelled within 14 days of account creation and services were not substantially delivered" OR "I cancelled mid-cycle and am requesting a refund for unused sessions"
- Relevant invoice numbers and dates of charges
- Request a response within 14 days
- If BetterHelp denies your refund, escalate to CASE with copies of all correspondence
- Retain evidence such as session dates, therapist assignment confirmation, and transaction records
If BetterHelp refuses your refund claim
You have the right to escalate to the Consumers Association of Singapore (CASE) if BetterHelp refuses a refund you believe is lawful. CASE will investigate whether BetterHelp breached the Consumer Protection (Fair Trading) Act and may compel a refund. File a complaint at www.case.org.sg, provide all written correspondence, and state the refund amount you are claiming. Yafee has assisted consumers in preparing strong refund claims by ensuring all evidence is properly documented and legally framed.
Common mistakes to avoid when cancelling BetterHelp
Cancellation is straightforward if you avoid these frequent pitfalls. You have more power than you might think; do not let avoidable errors undermine your position.
Mistake 1: assuming your subscription is cancelled without written confirmation
Never assume BetterHelp has cancelled your subscription until you receive written confirmation and verify no charge appears on your next billing date. Some users delete the app or stop logging in, believing they have cancelled, only to discover charges continuing weeks or months later. Always obtain an email or screenshot confirmation before considering the cancellation complete.
Mistake 2: failing to download your therapy records before cancellation is final
BetterHelp may delete your account and session history within 90 days of cancellation. If you wish to retain therapy notes for continuity with a future therapist, download or screenshot all sessions and correspondence immediately after cancelling, not after your subscription fully expires.
Mistake 3: cancelling via only one method without follow-up
If you cancel through the website and receive no confirmation email within 24 hours, send a second cancellation request via email or live chat. Do not rely on a single attempt. Create redundancy by submitting your cancellation through both the website and email support within 48 hours of your decision.
Mistake 4: not keeping proof of your cancellation request
Screenshots, confirmation emails, and postal receipts are critical if you later dispute a charge or file a complaint with CASE. Store these documents in a dedicated folder for at least 12 months after your subscription ends.
Mistake 5: accepting a retention offer or discounted resubscription
BetterHelp may offer a discount to convince you to stay after you request cancellation. If you are certain you want to cancel, politely decline and proceed with your cancellation request. Retention offers do not change your legal right to cancel; they are sales tactics designed to keep you paying.
Mistake 6: ignoring an unauthorized charge after cancellation
If BetterHelp charges your account after your confirmed cancellation date, act swiftly. Contact your bank or credit card issuer within 30 days to dispute the charge, cite your cancellation notice as your evidence, and simultaneously file a complaint with CASE. Yafee recommends filing the dispute with your bank first (which provides faster relief) and then escalating to CASE in parallel to establish a formal complaint record.
When to keep your BetterHelp subscription versus when to cancel
Not everyone should cancel; this comparison helps you make an informed decision aligned to your mental health needs and financial situation.
| Reason to keep BetterHelp | Reason to cancel BetterHelp |
|---|---|
| You are making measurable progress toward your therapy goals | You have achieved your primary therapy objectives and feel ready to manage independently |
| Your assigned therapist is a good clinical fit and you have built therapeutic rapport | Your therapist is frequently unavailable, unresponsive, or not aligned with your needs |
| You use the platform regularly (at least once weekly) and value the convenience | You have not logged in or engaged with sessions for 4+ weeks |
| You cannot access in-person therapy due to geographic, financial, or mobility constraints | You have found a more affordable or clinically superior alternative therapy provider |
| Your financial situation is stable and you can afford the recurring charge | Your income has reduced, you are facing unexpected expenses, or the SGD 88-540 monthly cost is creating financial stress |
| Your health insurance does not cover mental health services | You have accessed subsidised or free mental health services through a Singapore public healthcare provider (NCID, IMH, or polyclinics) |
If you are struggling with the cost, contact BetterHelp support to ask whether they offer sliding-scale pricing or hardship reductions before you cancel. Many online therapy platforms provide discounts based on financial need. However, if no reduction is available and the cost is unsustainable, cancelling is the responsible financial decision. Your mental health matters, but not at the cost of destabilizing your household finances.
Contact details for cancellation and escalation
Use these addresses and contact methods to submit your cancellation request, file a refund claim, or escalate unresolved disputes to the relevant consumer authority.
BetterHelp direct contact methods
Email support (first method):
[email protected]
Subject line: "Subscription Cancellation Request" or "Refund Request"
Live chat (second method):
Log in to www.betterhelp.com, select "Help," and use the live chat widget to submit your cancellation request.
Postal address for formal cancellation notice (third method if email/chat do not respond within 7 business days):
BetterHelp Cancellations
990 Villa Street
Mountain View, CA 94041
USA
Send via registered post and retain your proof of postage.
Escalation to CASE (if BetterHelp refuses or fails to respond)
If BetterHelp does not respond to your cancellation or refund request within 14 days, or if they refuse to honour your legal rights under the Consumer Protection (Fair Trading) Act, file a complaint with the Consumers Association of Singapore:
CASE complaint form (online):
www.case.org.sg
CASE telephone:
6100 0315 (Monday to Friday, 9:00 AM to 5:00 PM Singapore time)
CASE postal address:
Consumers Association of Singapore
116 Middle Road
#01-01
Singapore 188969
Provide CASE with copies of all written correspondence with BetterHelp, your cancellation request, and any evidence of unauthorized charges or broken promises. CASE is the statutory enforcement body for the Consumer Protection (Fair Trading) Act and will investigate at no cost to you.
Summary and next steps
Cancelling BetterHelp is a straightforward legal right backed by Singapore's Consumer Protection (Fair Trading) Act. You are entitled to cancel within 14 days if services have not been substantially delivered, and you can cancel at any time after that by following the steps outlined in this guide. Act quickly to submit your cancellation request via the website, app, or email, keep proof of your request, verify that no charge appears on your next billing date, and escalate to CASE if BetterHelp refuses to honour your cancellation or refund claim.
The law is on your side. Do not accept refusals or delays; BetterHelp is legally obligated to process your cancellation and cease charging you once you have submitted a clear cancellation request. If you have already delayed or encountered resistance, submit your cancellation notice today using the postal address provided above. Yafee has helped thousands of consumers cancel unwanted subscriptions, reclaim control of their recurring charges, and redirect funds toward their actual priorities. Your decision to cancel is valid regardless of the reason, and you deserve a straightforward, friction-free cancellation process.