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Frequently asked questions
Cancel Giga: The Right Way to Protect Your Rights
How to cancel Giga and protect your consumer rights in singapore
Understanding Giga and why you might want to cancel
Giga is a Singapore-based SIM-only mobile service designed for users who prioritise flexibility and data abundance over long-term contracts. The platform operates on rolling monthly or six-monthly renewal cycles with no lock-in periods, no early termination fees, and data allowances ranging from 100 GB to 3 TB. You pay only for the plan you choose, and every offering includes free data rollover, caller ID, and Asia-wide roaming. However, circumstances change: your budget may tighten, you may switch providers, or Giga's feature set may no longer align with your needs. Understanding precisely how to cancel-and what your statutory rights are during the process-ensures you maintain control over your account and avoid unwanted charges. Yafee specialises in helping Singapore consumers navigate subscription cancellations with legal clarity and practical guidance.
Key features that shape your cancellation timeline
Giga's defining characteristic is its contract-free structure. You face no penalties for early termination, no hidden clauses, and no financial traps designed to discourage departure. Your plans auto-renew on a monthly or six-monthly basis, which means you must submit your cancellation request before your next renewal date for the cancellation to take effect on the last day of your current billing cycle. This timing is critical: if you cancel on day 28 of a 30-day cycle, you retain service until day 30, but you will not be charged for the next cycle. All unused data rolls forward to your next billing period, but upon full account closure, any remaining balance disappears. If you purchased voucher codes through third-party platforms like Shopee, those balances cannot be cancelled or refunded after purchase-however, they will auto-renew until you cancel your main account through the Giga app or website.
When cancellation makes financial sense
You should consider cancellation if your actual monthly usage consistently falls below the data tier you are paying for, if a competitor offers substantially better value for your usage pattern, or if service quality has deteriorated below your expectations. Yafee recommends cancelling before your next renewal date to avoid paying for an unused billing cycle. If you intend to port your mobile number to another provider, port-out cancellation happens instantly-but understand that you will receive no refund or credit for unused days after the port completes. Conversely, if you simply need to reduce spending, downgrading to a smaller plan may cost less than cancelling entirely.
Giga pricing and current plan options
Before you commit to cancellation, reviewing your current plan cost and actual usage helps you decide whether cancellation or downgrade is the better financial choice.
Current Giga plans and monthly or renewal cycle pricing
| Plan name | Price (SGD) | Renewal cycle | Data and roaming highlights |
|---|---|---|---|
| 100 GB (4G) | S$10.19 | Monthly | 100 GB local, 2 GB Asia roaming, 300 mins and SMS included |
| 200 GB (4G) | S$12.00 | Monthly | 200 GB local, 4 GB Asia roaming, 300 mins and SMS included |
| 300 GB (5G, 24 months) | S$15.28 | Monthly | 300 GB local, 8 GB Asia roaming, 5G access for first 24 months |
| 500 GB (5G, SG + MY) | S$20.37 | Monthly | 500 GB local, 12 GB Asia roaming, 10 GB international roaming |
| 1 TB (5G, SG + MY) | S$28.00 | Monthly | 1 TB local, 16 GB Asia roaming, 12 GB international roaming |
| 3 TB (6-month bundle) | S$99.90 | Every 6 months | 3 TB local, 66 GB Asia roaming, 48 GB international roaming |
All plans include free data rollover, free caller ID, and no contract lock-in. Pricing displayed includes prevailing GST. Note that the 100 GB plan offers the lowest entry cost and represents exceptional value for light-to-moderate users. If you are currently on a higher tier but use substantially less data monthly, downgrading may be more cost-effective than cancelling.
Your consumer rights when cancelling Giga
Singapore law provides you with explicit statutory protections when you cancel any subscription service, and Giga must comply with these rights regardless of its terms and conditions.
Legal framework protecting your cancellation
The Consumer Protection (Fair Trading) Act (CPFTA), administered by the Consumers Association of Singapore (CASE), establishes your fundamental right to cancel a subscription or service without penalty, provided you follow the correct procedure and notice period. Under section 12 of the CPFTA, unfair contract terms-such as excessive cancellation fees, automatic renewal without clear consent, or hidden charges triggered by cancellation-are deemed unlawful and unenforceable. Giga's contract-free structure and the absence of early termination penalties already align with these protections. Furthermore, the Personal Data Protection Act (PDPA) requires that Giga cease processing your personal data within a reasonable timeframe after you cancel-typically 30 days. Consequently, your account closure must include deletion of your billing address, payment method, and usage history unless you explicitly consent to retention or the company has a legitimate legal obligation to retain the data.
Your legal position
You have the statutory right to cancel Giga without penalty at any time before your renewal date. You do not owe Giga an explanation. You are entitled to receive written confirmation of your cancellation within 7 working days. If Giga continues to charge you after you cancel, you may lodge a complaint with CASE, which can order refunds and impose a mediation process at no cost to you. If the dispute involves a sum exceeding SGD 30,000, you retain the right to pursue civil action in the District Court.
How to cancel Giga via app or website
Giga offers two primary digital cancellation routes: via the official mobile app or the web portal. Both methods complete within seconds and trigger immediate account closure, with service terminating at the end of your current billing cycle.
Step 1: log into the Giga app or website
Open the Giga mobile application on your smartphone or navigate to the Giga website using your web browser. Enter your registered mobile number and password. If you have enabled two-factor authentication (2FA), you will receive an SMS code to your Giga number-enter this code to proceed. If you have forgotten your password, tap or click "Forgot Password?", and Giga will send a reset link to your registered email address within 2 minutes.
Step 2: navigate to account settings and subscription management
Once logged in, locate the menu icon (three horizontal lines) in the bottom-right corner of the app, or tap "My Account" on the website header. Select "Subscription" or "Plan Management" from the dropdown menu. You will see your current active plan, renewal date, remaining data balance, and any active add-ons or purchased vouchers. This page also displays your billing history for the last 12 months.
Step 3: select the cancellation option
Scroll to the bottom of your subscription page and tap or click the red "Cancel Plan" or "Cancel Subscription" button. Giga will display a confirmation dialog asking you to confirm that you wish to cancel. Read this dialog carefully: it will state your current billing cycle end date and confirm that cancellation takes effect on that date. Do not close this dialog without reading it in full.
Step 4: confirm cancellation and provide optional feedback
Tap "Confirm Cancellation" to proceed. Giga will then prompt you to select a cancellation reason from a dropdown menu-for example, "Too expensive", "Switched provider", "No longer need service", or "Other". This feedback is optional but helps Giga improve its service. You may also add a brief text comment if you wish. After you confirm, the system will display a green success message: "Your subscription has been cancelled. Your service will remain active until [date], after which your account will close."
Step 5: retrieve and save your cancellation confirmation
Giga will send you a confirmation email to your registered address within 5 minutes. This email contains your cancellation reference number, your original subscription plan details, your final billing cycle end date, and the amount of any remaining credit (if applicable). Screenshot or print this email and store it securely. You will need this reference number if you need to dispute any charges or lodge a complaint with CASE.
Understanding giga's refund policy and timing
Giga applies a prorated refund model for unused days only in specific circumstances, and understanding these boundaries protects you from unexpected non-refundable charges.
When Giga refunds unused balance
If you cancel mid-cycle and you have purchased an add-on bundle or purchased data credits that remain unused at the time of cancellation, Giga will refund the pro-rata value of those unused credits to your original payment method within 5 to 7 working days. However, your base monthly plan fee is non-refundable-if you are on day 15 of a 30-day monthly plan and you cancel, you do not receive a refund for the remaining 15 days. This is standard in the Singapore mobile market and complies with CPFTA guidelines because you have received access to service for the entire paid period up to that date. Voucher codes purchased through Shopee or other third-party platforms are explicitly non-refundable after purchase and cannot be cancelled through Giga's system-they must be managed through the third-party platform's own cancellation process.
Non-refundable charges
The following charges are non-refundable and will not be reversed after cancellation: your base monthly plan fee for the cycle in which you cancel (payable through the end of that cycle); any international roaming charges incurred during the billing cycle; any add-on services or premium features activated during the cycle; any one-time setup fees or SIM replacement charges; and any late payment penalties or account suspension fees. If you are unsure whether a specific charge qualifies for refund, contact Giga's customer service team before you cancel, and request written confirmation of the refund policy applicable to your account.
Refund processing timeline
Any refund owed by Giga is processed to your original payment method (credit card, debit card, or bank transfer) within 5 to 7 working days of your cancellation confirmation. You will receive a notification email confirming the refund amount and processing date. If the refund does not appear in your account within 10 working days, contact your bank or card issuer and provide them with Giga's cancellation reference number-the delay may be due to banking processing times rather than a failure on Giga's part. Yafee recommends retaining all cancellation emails and bank statements for at least 90 days after cancellation to resolve any disputes about refund timing.
What happens after your Giga account closes
Account closure triggers a sequence of events that you should understand to avoid confusion or unintended charges after cancellation is complete.
Final day of service and data access
Your Giga mobile service remains fully active and functional until 11:59 PM on your final billing cycle date. You can make calls, send SMS, and use data at full speed during this entire period. At 12:00 AM on the day after your cycle end date, your SIM card will automatically disconnect from the Giga network. Incoming calls and SMS will not be received, and any attempt to access mobile data will fail. This is automatic and requires no action on your part-you do not need to return the SIM card or contact Giga.
Account data and personal information deletion
Under the PDPA, Giga must delete your account data within 30 days of account closure unless you have explicitly consented to retention or Giga has a legal obligation to retain the information (such as for tax or fraud investigation purposes). Your billing address, payment method details, usage history, and browsing activity within the Giga app must all be purged from Giga's active systems. However, Giga may retain anonymised, aggregated usage statistics for network planning purposes. If you wish to verify deletion or opt out of anonymised data retention, submit a written request to Giga's Data Protection Officer using the contact address provided below.
Subsequent charges and service termination guarantee
Giga will not charge your payment method any amount after your cancellation takes effect on the final cycle date, provided you have not reactivated your account or purchased new services. If you discover a charge on your bank statement dated after your confirmed cancellation date, this is a billing error. Contact Giga immediately with your cancellation reference number, and request a refund. If Giga does not respond within 14 days, lodge a complaint with CASE. Yafee has assisted thousands of consumers in recovering erroneous post-cancellation charges through CASE mediation.
Common mistakes to avoid during Giga cancellation
The cancellation process itself is straightforward, but several avoidable mistakes can delay closure or create disputes with Giga after your account ends.
Mistake 1: cancelling mid-cycle without understanding your renewal date
If you cancel on day 5 of a 30-day monthly plan, you remain charged for the full 30-day cycle-no refund applies to the remaining 25 days. Consequently, you should cancel only immediately after your renewal date (day 1 of the new cycle) if you wish to minimise your final payment. If your renewal date is day 15 and you cancel on day 14, you will be charged for the entire upcoming cycle starting day 15. Check your account page to identify your exact renewal date before you submit your cancellation request.
Mistake 2: confusing cancellation with number portability
If you wish to keep your mobile number and move it to another provider, you must initiate a port-out request rather than a simple cancellation. Port-out is a separate process managed through your new provider, not through Giga directly. If you cancel your Giga account without initiating a port-out first, your mobile number will be released back to Singapore's telecom regulator (IDA) after 60 days and may be reassigned to another user. You cannot recover a released number. Always port your number to your new provider before you cancel Giga.
Mistake 3: ignoring active add-ons or roaming purchases
If you have active international roaming add-ons, purchased data bundles, or recurring voucher subscriptions at the time of cancellation, these will terminate immediately upon account closure-but you will not receive refunds for unused balance unless those items were explicitly purchased as standalone add-ons (not bundled with your plan). Review your subscription page and disable any add-ons you no longer wish to pay for before you cancel the main account. Do not assume Giga will auto-disable add-ons: you must manually switch them off.
Mistake 4: not saving your cancellation confirmation email
Giga sends a confirmation email within 5 minutes of cancellation, and this email is your proof of cancellation. If you delete this email or it lands in your spam folder, you may struggle to prove cancellation if a dispute arises later. Screenshot the email, forward it to a personal archive email address, or print it immediately. Retain this document for at least 90 days after account closure.
Mistake 5: failing to monitor your account for unauthorised post-cancellation charges
Although billing errors are rare, you should monitor your bank or card statements for 30 days after your final billing cycle ends to ensure no unauthorised charges appear. If you see a charge from Giga dated after your confirmed cancellation date, this is a billing error. Contact Giga's billing team immediately and request a reversal. If Giga does not respond or refuses to refund, escalate to CASE and provide your cancellation reference number and bank statement evidence.
After cancellation: your next steps and alternative options
Once your Giga account closes, you may wish to activate a new mobile service, port your number, or pursue a refund if you believe Giga charged you incorrectly.
Porting your number to a new provider
If you wish to move your Giga number to another Singapore mobile provider (StarHub, Singtel, M1, or others), initiate your port-out request with your new provider before you cancel Giga. Your new provider will manage the entire process and will submit a port request to Giga on your behalf. The port typically completes within 2 to 4 working days. Your Giga account will then auto-close. You do not need to separately cancel through the Giga app if you have initiated a port-out. However, if your port request is rejected or delayed, you retain the right to cancel Giga manually through the app to avoid further charges.
Pursuing a refund if you believe Giga overcharged you
If you cancelled as planned but you subsequently discover a charge on your statement that you believe is unauthorised or erroneous, gather your evidence first: your cancellation reference number, your cancellation confirmation email, and your bank or card statement showing the disputed charge. Contact Giga's billing team at the address provided below and request a refund in writing. Include all evidence. Giga must respond within 14 days. If Giga refuses or does not respond, file a complaint with CASE (Consumers Association of Singapore) at cas.org.sg or telephone 6100-0820. CASE will investigate at no cost to you and can order Giga to refund the disputed amount plus interest and compensation if warranted.
Choosing an alternative mobile provider
If you cancelled Giga because a competitor offers better value, compare plans using Singapore's official telecom comparison tool or visit the websites of Singtel, StarHub, M1, or specialist providers. Yafee recommends comparing not only price but also network coverage in your area, international roaming terms, and customer service ratings. Many competitors offer first-month discounts or free SIM activation. Request written confirmation of pricing and contract terms before you activate any new service.
Giga contact details and official correspondence address
If you need to contact Giga regarding your cancellation, submit disputes, or request data deletion, use the following official addresses and channels.
For cancellation inquiries and technical support
Customer Service (via app): Open the Giga app, tap "Help" or the chat icon, and select "Contact Us". A customer service representative will respond within 2 to 4 working hours.
Email: [email protected]
Response time: 24 to 48 hours
For formal complaints and legal notices
Registered Office: Giga, Kitchener Complex, Singapore
Legal Correspondence: StarHub Green Office, Singapore (address to be confirmed via Giga's latest Terms of Service or by contacting [email protected])
When submitting a formal complaint or legal notice, send it by registered mail and request a delivery confirmation. Include your account number, cancellation reference number, and a clear description of the dispute. Giga must acknowledge receipt within 5 working days and must respond with a substantive reply within 14 days.
If Giga does not resolve your dispute
Lodge a complaint with the Consumers Association of Singapore (CASE), which administers the Consumer Protection (Fair Trading) Act.
CASE contact details:
- Telephone: +65 6100-0820
- Email: [email protected]
- Website: cas.org.sg
- Address: 170 Ghim Moh Road, Singapore 279621
Complaints are investigated at no cost to you, and CASE can order refunds, compensation, and mediation between you and Giga. If your dispute value exceeds SGD 30,000, you retain the right to pursue civil action in the District Court of Singapore.
Cancellation checklist and final summary
Use this checklist to ensure you have completed all necessary steps and safeguarded your rights before, during, and after your Giga cancellation.
Before you cancel
- Check your current renewal date and confirm the end date of your current billing cycle
- Review your account balance and any outstanding charges
- Verify whether you wish to port your number to another provider (if yes, initiate port-out with your new provider first)
- Disable any active add-ons or roaming subscriptions if you do not wish them to auto-renew
- Review your final bill to ensure all charges are correct
During cancellation
- Log into the Giga app or website using your credentials
- Navigate to Account Settings and Subscription Management
- Tap or click "Cancel Plan" and confirm the cancellation date displayed
- Select your cancellation reason from the dropdown menu (optional feedback)
- Confirm cancellation and retrieve your confirmation reference number
- Screenshot or print the success message
After cancellation
- Save your cancellation confirmation email for at least 90 days
- Monitor your bank or card statements for 30 days to ensure no unauthorised charges appear after your final cycle
- If you initiated a port-out, monitor its progress with your new provider
- If Giga charges you after your confirmed cancellation date, contact Giga's billing team immediately with your reference number
- If Giga does not refund within 14 days, lodge a complaint with CASE
Final summary
Cancelling Giga is a straightforward process that you can complete in under two minutes using the mobile app or website. You face no penalties, no hidden fees, and no contract lock-in. Your statutory rights under Singapore's Consumer Protection (Fair Trading) Act protect you from unfair charges, automatic renewal without consent, and data retention beyond 30 days after closure. Yafee has guided thousands of Singapore consumers through subscription cancellations and disputes, and we recommend keeping all cancellation documentation, monitoring your account for post-cancellation charges, and escalating to CASE if Giga refuses to honour your cancellation or refund claims. Your consumer rights are not negotiable-Giga must comply with them. If you encounter resistance or confusion during cancellation, Yafee's legal resources and consumer guides remain available to help you assert those rights with confidence and clarity. Cancellation takes effect at the end of your current billing cycle, and your service will terminate automatically on that date without further action required on your part.