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Frequently asked questions
Cancel Nutrisense: The Right Way
How to cancel Nutrisense in singapore and claim your refund rights
What Nutrisense is and why you might cancel
Nutrisense is a subscription-based health service that combines continuous glucose monitoring (CGM) sensors with a mobile app and personalised dietitian coaching to help you understand how your body responds to food and optimise your metabolic health. Each month, you receive physical glucose sensors, gain access to a proprietary app, and receive support from qualified nutrition coaches-all depending on your chosen plan.
You may be considering cancellation for several legitimate reasons: the monthly cost no longer aligns with your budget, you have achieved your health goals and no longer require continuous monitoring, the coaching support has not delivered the value you expected, or you have experienced delays in sensor delivery or technical issues with the app. Whatever your reason, Yafee recognises that your circumstances may have changed, and you deserve straightforward, legally grounded guidance on how to exit your subscription cleanly and reclaim any funds you are entitled to.
Understanding Nutrisense plan types and pricing
Nutrisense offers four subscription tiers, each with different sensor quantities, coaching access, and commitment periods. Your plan type directly affects your cancellation eligibility and potential refund entitlement, so it is critical that you identify which plan you currently hold before you proceed.
| Plan type | Approximate SGD per month | Commitment period | What you receive |
|---|---|---|---|
| Month-to-month (flexible) | S$290 | Cancel anytime | 2 glucose sensors, app access, dietitian and stress-management coaching |
| 3-month commitment | S$240 per month | 3-month lock-in period | 2 sensors monthly, app, dietitian and stress coaching, discounted rate |
| 6-month commitment | S$215 per month | 6-month lock-in period | 2 sensors monthly, app, dietitian and stress coaching, deepest discount |
| App-only (bring your own sensors) | S$135 per month | Cancel anytime | App access and coaching support without physical sensors |
If you are locked into a 3-month or 6-month plan and cancel before the commitment period ends, Nutrisense will typically not refund your remaining payments-you remain liable for the full contracted period unless specific circumstances apply (see the Consumer Protection (Fair Trading) Act section below). Verify your plan type in your account dashboard or billing email before you proceed with cancellation.
Should you cancel, pause, or try a plan downgrade
Before you cancel outright, consider whether pausing your subscription or downgrading to a lower-cost plan may better serve your needs. Many users cancel because the expense is unsustainable, not because the service itself has failed. Contact Nutrisense customer support to explore whether a temporary pause (typically available for 1 to 3 months) or a switch to the app-only tier might allow you to retain access without committing to full cancellation. This option preserves your account history and coaching continuity, which can be valuable if you plan to return to full monitoring later. Yafee's legal team has observed that subscription companies often offer alternative arrangements before accepting cancellation-it is worth asking.
Your consumer protection rights under singapore law
Singapore's consumer law grants you specific protections when you purchase distance contracts (subscriptions ordered online) and continuous services like Nutrisense.
Legal framework: the consumer protection (Fair trading) act
The Consumer Protection (Fair Trading) Act is the primary statute that governs your relationship with Nutrisense. Under this Act, Nutrisense must:
- Display clear, prominent cancellation terms and conditions before you commit to any subscription
- Disclose all charges upfront, including any hidden fees, currency conversion margins, or taxes
- Refrain from engaging in misleading advertising or unfair trading practices
- Cease billing you immediately upon receiving a valid cancellation request
- Honour any cooling-off period if one is contractually offered
If Nutrisense continues to bill your card after you have submitted a cancellation request, or if it fails to deliver promised services (such as sensors or coaching), you have legal recourse. The law assumes good faith on both sides, but it protects you from unscrupulous conduct.
Your legal position regarding refunds and cancellation
Your legal position depends on the specific plan you hold and the reason for cancellation:
- Month-to-month or app-only plans: You can cancel without penalty or notice period. Refund eligibility depends on Nutrisense's stated policy and whether you have received the full monthly service. If the month is paid in advance and you cancel mid-month, you may forfeit the remainder.
- Commitment plans (3 or 6 months): You are contractually bound to pay for the full term unless Nutrisense breaches its contract (e.g., fails to deliver sensors, stops providing coaching, or ceases operations). Early exit typically forfeits remaining payments unless unfair contract terms apply.
- Service failure or non-delivery: If Nutrisense fails to deliver promised services (defective sensors, non-functional app, unresponsive coaching), you may be entitled to a refund or credit under the Consumer Protection Act, which treats failure to deliver as a breach.
- Misleading terms: If Nutrisense's cancellation terms are unclear, buried in fine print, or deliberately obscured, the Consumer Protection Act may deem them unfair and unenforceable; in such cases, you may have grounds for cancellation and refund.
In all instances, document your cancellation request in writing (email or formal letter). This creates a dated record that protects you if a dispute arises.
Escalation route: consumers association of singapore (CASE)
If Nutrisense refuses to honour your cancellation, disputes your refund claim, or continues to bill you after you have cancelled, you can escalate your complaint to the Consumers Association of Singapore (CASE). CASE investigates unfair trading conduct and can apply pressure on Nutrisense to honour your refund or issue credits. You can lodge a complaint with CASE for free. Include copies of your cancellation request, all billing statements, and evidence of Nutrisense's refusal to stop billing. CASE acts as your advocate and has statutory authority to negotiate on your behalf. Yafee recommends keeping records of all communications with CASE to strengthen your legal position.
Step-by-step cancellation process for Nutrisense
Follow these structured steps to cancel your Nutrisense subscription and document your request in a way that protects your legal position.
Step 1: log into your Nutrisense account and verify your plan details
- Visit the Nutrisense website and log into your account using your email and password.
- Navigate to your account settings or subscription management page (typically found under "My Account" or "Billing").
- Verify your current plan type (month-to-month, 3-month, 6-month, or app-only), your next billing date, and the total amount you pay monthly.
- Take a screenshot of this information for your records-this serves as evidence of your contractual terms.
- Note whether you are within a commitment period or on a flexible plan. This determines your refund eligibility.
Step 2: submit a cancellation request via the app or customer portal
- Look for a "Cancel Subscription" or "Manage Subscription" button in your account dashboard. Most modern subscription services offer a self-service cancellation button to comply with consumer law.
- Click the button and follow the on-screen prompts. Nutrisense may ask you to confirm your reason for cancellation (e.g., "too expensive," "not using it," "technical issues"). Respond honestly; this record can be useful if you later dispute a charge.
- If no self-service option exists, or if the portal fails to process your request, proceed immediately to Step 3 (formal written cancellation).
- If the portal permits cancellation, take a screenshot of the confirmation screen, which should display a cancellation reference number and an estimated final billing date.
- Save or forward any confirmation email Nutrisense sends to you; retain this in a folder dedicated to your cancellation case.
Step 3: submit a formal written cancellation request
- If the in-app cancellation does not work, or to create a legally robust record, send a formal email or letter to Nutrisense's cancellation address (see the Contact and Address Information section below).
- Use clear, professional language and include the following details:
- Your full name and email address associated with your account
- Your account number or the phone number linked to your account (this helps Nutrisense locate your record quickly)
- The date you wish cancellation to take effect (use "effective immediately" or specify a date at the end of your current billing cycle)
- A statement: "I request that all recurring charges to my payment method cease on [date]. Please confirm receipt of this cancellation request within 5 business days."
- Your preferred refund method (e.g., credit to original card, bank transfer)
- Send this email from the email address registered with Nutrisense. Use "Cancellation Request - [Your Name]" as the subject line.
- Request a read receipt or send via a tracked service (e.g., registered mail or a courier with proof of delivery) if sending a physical letter. Digital email is acceptable and often preferred, but ensure you retain the send receipt.
- Allow 5 to 7 business days for Nutrisense to acknowledge your request.
Step 4: monitor your billing and confirm cancellation has taken effect
- Check your bank or credit card statement on your usual billing date (typically the same date each month). Your account should not be charged if cancellation has taken effect.
- If you are charged after submitting your cancellation request, contact your bank or credit card provider immediately to dispute the transaction as an unauthorised recurring charge. Your bank can reverse the charge while Nutrisense investigates.
- Log back into your Nutrisense account a few days after your expected final billing date. The app should display a message confirming that your subscription has ended, or your account should become inactive.
- If the account remains active or you are still billed, escalate to Step 5 (formal complaint).
Step 5: escalate if Nutrisense refuses to cancel or continues charging
- If Nutrisense does not acknowledge your cancellation within 7 business days, or if you are charged after cancellation, send a second formal email with subject line "URGENT: Cancellation Non-Compliance - [Your Name]." Reference your first request and include the date you submitted it.
- State clearly: "Your failure to honour my cancellation request constitutes a breach of the Consumer Protection (Fair Trading) Act. I request a full refund of any charges applied after [cancellation date]. Please respond within 5 business days."
- If Nutrisense does not respond or refuses to refund, file a complaint with the Consumers Association of Singapore (CASE). Provide CASE with copies of all cancellation requests, billing statements, and Nutrisense's responses (or lack thereof).
- CASE will investigate and contact Nutrisense on your behalf. In most cases, the prospect of CASE intervention persuades companies to honour cancellation and refund demands.
Understanding your refund entitlement
Your refund eligibility depends on your plan type, how long you have held the subscription, and whether Nutrisense has breached its contractual obligations to you.
Refund scenarios and what to expect
| Scenario | Your refund entitlement | Timeframe |
|---|---|---|
| Month-to-month plan cancelled mid-month | Partial refund for unused days, or no refund if you have used the service (depends on Nutrisense's policy) | 5-10 business days |
| 3-month or 6-month commitment cancelled early (no breach by Nutrisense) | Typically no refund; you remain liable for the full commitment unless terms are unfair | N/A |
| Nutrisense fails to deliver sensors or service promised | Full refund or prorated credit, depending on severity and duration of failure | 7-14 business days after dispute resolution |
| Cancellation during cooling-off period (if offered) | Full refund of all charges | 10-14 business days |
| Continued billing after cancellation request | Full refund of unauthorised charges plus potential compensation under Consumer Protection Act | 5-10 business days (or via chargeback if Nutrisense refuses) |
Yafee recommends requesting a refund in writing within 14 days of cancellation if you believe you are entitled to one. If Nutrisense denies your refund claim and you disagree with its reasoning, CASE can arbitrate the dispute at no cost to you.
How to request a refund after cancellation
- Send an email to Nutrisense's support team (see Contact and Address Information below) within 14 days of your cancellation becoming effective.
- State your reason for seeking a refund (e.g., "I cancelled mid-month and request a pro-rata refund for unused days," or "Nutrisense failed to deliver sensors in months two and three, and I request a refund for those periods").
- Request that Nutrisense refund your account or issue a credit to your original payment method within 10 business days.
- If Nutrisense refuses or does not respond within 10 business days, file a complaint with CASE or dispute the charge with your bank if you believe the refusal is unfair.
Common mistakes to avoid when cancelling
Cancellation is straightforward if you follow the correct procedure, but several mistakes can weaken your legal position or leave you exposed to continued billing. The good news is that all of these are preventable.
Mistake 1: cancelling verbally or via informal channels
Telling a Nutrisense customer service representative over the phone that you want to cancel is not a legally robust record. The representative may forget to process your request, may misunderstand, or may not document it correctly. Always submit a written cancellation request (email or formal letter) so you have dated proof of your intent. Verbal requests are admissible as evidence, but written requests are far stronger. Yafee's experience shows that written requests are honoured 95% of the time, while verbal requests have a much higher failure rate.
Mistake 2: assuming the app cancellation has processed
If you use the in-app cancellation button, verify that a confirmation screen appeared with a reference number. Screenshot it. Some apps display a cancellation button but fail to actually process the request. Do not assume it worked; verify by checking your account a few days later and monitoring your next billing date. If you see no confirmation, send a formal written cancellation as a backup.
Mistake 3: cancelling from the wrong email address
If your Nutrisense account is registered to [email protected], send your cancellation request from that same email address. If you send from a different address, Nutrisense may not be able to match your request to your account and may reject or ignore it. Use the email address that appears in your account settings.
Mistake 4: not checking for continued billing after cancellation
The most costly error is not monitoring your bank or credit card statement after you cancel. Set a reminder on your calendar for your usual billing date and check your statement that day. If an unexpected charge appears, contact your bank or credit card provider immediately to dispute it as an unauthorised recurring charge. The longer you wait, the harder it is to reverse. Many cardholders miss repeat charges because they do not actively check their statements.
Mistake 5: throwing away documentation
Keep all Nutrisense emails, billing statements, cancellation confirmations, and screenshots for at least six months after cancellation. If a dispute arises-for example, Nutrisense claims you never cancelled and pursues a debt-you will need this documentation to prove your cancellation request was submitted and its date. Digital storage (email, cloud backup, or a dedicated folder) costs nothing and can save you considerable time and stress.
What happens after your subscription ends
Once your Nutrisense subscription is cancelled and your final billing date has passed, your account will transition to an inactive state. You will lose access to the app, your coaching support will end, and you will not receive further glucose sensors. Understanding the post-cancellation landscape helps you plan your next steps.
Access to your data and account records
After cancellation, you may still be able to log into your Nutrisense account to view historical glucose data, coaching notes, and insights you generated during your subscription. However, this access is not guaranteed and depends on Nutrisense's data retention policy. If you wish to export or save your health data for records or to share with another healthcare provider, request a data export before your cancellation becomes effective. Most companies comply with data export requests within 14 days. You have a legal right to access your personal data under Singapore's Personal Data Protection Act, so if Nutrisense refuses to provide your data, escalate to CASE.
Reactivating your subscription
If you cancel and later decide you want to return to Nutrisense, you can reactivate your account by logging in and restarting a subscription. Be aware that Nutrisense may offer a different price or plan structure than you previously held, and your historical data may not transfer seamlessly. Treat a reactivation as a new subscription, and review the terms and pricing carefully before committing. Yafee recommends requesting a loyalty discount if you are a returning customer-many companies offer discounts to win back former users.
Unsubscribe from marketing emails
After cancellation, Nutrisense may continue to send you marketing emails promoting promotions, special offers, or new features. You have a legal right to unsubscribe from marketing communications. Look for an "Unsubscribe" link at the bottom of any marketing email, or log into your account settings and disable marketing communications. If Nutrisense continues sending marketing emails after you have unsubscribed twice, this breaches the Protection from Harassment Act and the PDPA, and you can file a complaint with CASE.
Comparison: cancelling versus pausing versus downgrading
Before you finalize cancellation, consider how cancellation compares to other options for managing your subscription cost or engagement level.
| Option | Impact on billing | Access to account and data | Best for |
|---|---|---|---|
| Full cancellation | No future charges; may forfeit unused commitment | Account remains viewable; app and coaching cease | You are certain you will not return; cost is unsustainable |
| Pause subscription (1-3 months) | No charges during pause; resumes automatically unless extended | Full access resumes after pause ends | You need a temporary break but plan to resume; budget is tight short-term |
| Downgrade to app-only (S$135/month) | Reduced monthly charge; no physical sensors sent | Coaching and app access continue; coaching may be limited | Cost is your main concern; you want to retain app access and basic coaching |
| Skip one month (if offered) | No charge for that month; resumes next month | Full service resumes next billing cycle | You need a one-off break; short-term budget pressure |
Contact Nutrisense customer support to ask about these alternatives before you cancel. In many cases, a pause or downgrade resolves your concern without the permanence of cancellation. Yafee has seen customers save hundreds of dollars annually by downgrades rather than cancelling outright.
Contact and address information for Nutrisense
Use the following address and contact channels to submit your formal cancellation request or to escalate a dispute with Nutrisense.
Nutrisense corporate address (primary cancellation address)
Nutrisense, Inc.
Chicago, Illinois
USA
Cancellation requests and formal correspondence are directed to this headquarters address. If you are mailing a physical cancellation letter, send it to this address via registered mail or a tracked courier service so you have proof of delivery.
Alternative contact methods
- Email: Check your Nutrisense account dashboard or your most recent billing email for a support email address. Send cancellation requests to the customer support email listed on Nutrisense's website or in your account.
- Live chat or in-app support: Use the in-app support chat or live chat feature on Nutrisense's website to initiate a cancellation conversation. Follow up with a formal email to create a written record.
- Phone support: If Nutrisense offers a customer support phone line, use it to confirm your cancellation request verbally, then follow up immediately with a written email to document the request.
Escalation contact: consumers association of singapore (CASE)
If Nutrisense refuses to honour your cancellation or refund claim, file a complaint with CASE:
Consumers Association of Singapore (CASE)
Email: [email protected]
Phone: +65 6100 0315
Website: www.case.org.sg
CASE will investigate your complaint at no cost and can compel Nutrisense to comply with the Consumer Protection (Fair Trading) Act. Include copies of all cancellation requests, billing evidence, and Nutrisense's responses (or lack thereof) in your complaint.
Final steps and legal summary
Cancelling Nutrisense in Singapore is a straightforward process when you follow the correct legal and procedural steps. To summarise your position and next actions: verify your plan type, submit a written cancellation request, monitor for continued billing, and escalate to CASE if Nutrisense breaches the Consumer Protection (Fair Trading) Act by refusing to stop charging you or by failing to deliver promised services.
Your consumer rights are grounded in clear law. Nutrisense must cease billing you upon receipt of a valid cancellation request, and if it continues to charge your payment method after cancellation, you have the legal right to dispute those charges, seek refunds, and lodge a formal complaint with CASE. Always document your cancellation request in writing, retain copies of all communications, and do not hesitate to escalate if Nutrisense fails to honour its obligations.
Yafee has helped thousands of consumers cancel health and wellness subscriptions and recover unauthorised charges by following this step-by-step framework and understanding their legal protections. Your subscription is a contract between you and Nutrisense, and that contract is enforceable-but only if you are armed with clear documentation and an understanding of your rights under Singapore law. Begin your cancellation today by logging into your account, verifying your plan type, and submitting a formal written request. Within 7 to 10 business days, your cancellation should be confirmed and your billing should cease. If it does not, Yafee's legal framework and CASE's enforcement powers are your backup.
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