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Frequently asked questions
Cancel Carly: Step-by-Step Guide
How to cancel your Carly subscription in singapore: a step-by-step legal guide
What is Carly and why you might cancel
Carly is a subscription-based vehicle diagnostic and coding application that reads your car's trouble codes, guides you through maintenance schedules, and unlocks advanced features for supported vehicle brands. You download the app to your smartphone, activate an annual license through Carly's website or your device's app store, and gain access to professional-level vehicle diagnostics without visiting a mechanic. Many Singapore subscribers choose Carly to monitor their vehicle's health independently, decode warning lights, and perform preventive maintenance.
Cancellation becomes necessary for several legitimate reasons. You may have resolved your vehicle's issues and no longer need advanced diagnostics. You might discover that Carly does not support your specific vehicle brand or model. You could prefer traditional mechanic consultations over app-based diagnostics. Alternatively, you may have purchased a plan that exceeds your actual needs. Understanding where you purchased your subscription-whether through Carly's website, the Apple App Store, or Google Play-is crucial, as cancellation procedures and consumer protections differ significantly by platform.
How the Carly app operates
Carly functions as a mobile-only service on iOS and Android devices. You activate an annual subscription plan directly through Carly's website or through your device's official app store. The app connects to your vehicle's onboard diagnostic system via Bluetooth, reads error codes, and provides maintenance guidance tailored to your vehicle brand. Each subscription tier unlocks different diagnostic depths depending on whether you own a BMW, Mini, or vehicle from a brand on Carly's supported list.
Your cancellation decision: factors that matter
Before you cancel, assess whether the service genuinely no longer serves your needs or whether you purchased during a period of high vehicle maintenance costs. If you discovered compatibility issues with your vehicle, cancellation makes sense immediately. If you simply underestimated how often you would use the app, you might reconsider before your next annual renewal. Importantly, if you purchased within the past 14 days through an app store, you may qualify for a refund under platform-specific consumer protections-a detail explored in depth below.
Your consumer rights under singapore law
Singapore's Consumer Protection (Fair Trading) Act protects you when purchasing digital services like Carly subscriptions, regardless of where you buy.
What the consumer protection (Fair trading) act guarantees
Under the Consumer Protection (Fair Trading) Act, you have the right to clear, accurate information about all subscription terms, including renewal dates, cancellation deadlines, and costs, before you purchase. The Act prohibits traders from using unfair contract terms that place you at a substantial disadvantage. You also have the right to cancel within a reasonable timeframe if the service is faulty, misrepresented, or fails to match its description. Singapore law treats digital subscriptions the same as physical goods in this respect-you are a consumer with enforceable statutory rights.
Consequently, if Carly's website fails to display its cancellation policy clearly before purchase, or if the app's billing terms are hidden in dense legal text, you have grounds to raise a complaint with the Consumers Association of Singapore (CASE) or the Competition and Consumer Commission of Singapore (CCCS). These bodies enforce fair trading rules and can compel traders to refund unfair charges.
Platform-specific protections for app store purchases
Your cancellation and refund rights expand if you purchased through the Apple App Store or Google Play. Apple's App Store allows you to request a refund within 14 days of purchase for digital apps and in-app purchases. Google Play grants the same 14-day window. Both platforms operate independently of Carly's terms, meaning you can cancel through your app store even if Carly's own policy sets different deadlines. Furthermore, if Carly misrepresented its features or failed to deliver the service as described, you have grounds for a refund from the app store itself, not just from Carly.
If you purchased directly through Carly's website, you fall under Carly's own cancellation policy, though Singapore consumer law still protects you against unfair terms. Yafee recommends reviewing your purchase receipt immediately to confirm which platform processed your transaction, as this determines which cancellation route applies.
Your legal position
You have a statutory right to cancel your Carly subscription under the Consumer Protection (Fair Trading) Act. If you purchased within 14 days through an app store, you can request a full refund directly from Apple or Google without Carly's consent. For website purchases, you must follow Carly's cancellation procedure, but if Carly fails to process your cancellation or charges you after you cancelled, you can escalate the dispute to the Competition and Consumer Commission of Singapore (CCCS). You do not need to provide a reason for cancellation-Carly cannot legally require you to justify your decision.
Carly subscription pricing in singapore
Understanding Carly's pricing structure helps you assess whether the subscription genuinely meets your needs or whether cancellation is the right choice.
Current annual plans and costs
Carly offers five distinct annual subscription tiers in Singapore dollars (SGD). All plans charge annually only-Carly does not offer monthly billing. Your subscription renews automatically each year on the same date unless you cancel at least one month before renewal.
| Plan | Annual cost (SGD) | Best for | Key features |
|---|---|---|---|
| Smart Mechanic | $50.98 | Vehicle maintenance tracking only | Maintenance schedules and service reminders |
| Carly for BMW Full-Version | $74.98 | BMW owners only | Advanced diagnostics, coding, and maintenance guides for BMW |
| BMW and Mini | $88.98 | BMW and Mini owners | Full diagnostics for both BMW and Mini brands |
| All Brands | $114.98 | Multi-brand households | Premium diagnostics across all supported vehicle brands |
| All Brands + Smart Mechanic | $174.98 | Complete vehicle management | All-brand diagnostics plus comprehensive maintenance tracking |
Why renewal dates matter for cancellation
Carly charges your payment method on the same date each year. If you subscribed on 15 March, your renewal date is 15 March of the following year. To avoid the annual charge, you must submit a cancellation request at least one month before this date-by 15 February in this example. Cancelling after your renewal date has passed means you have already paid for another year, and you will need to request a refund separately. Yafee advises setting a calendar reminder two months before your renewal date to ensure you cancel on time if you no longer need the service.
How to cancel Carly: step-by-step procedures
Your cancellation method depends on where you purchased your subscription. Follow the relevant route for your situation.
Step 1: if you purchased through carly's website
Website purchases require you to contact Carly directly using their official channels. Carly does not offer self-service account deletion through your app.
- Use the Carly contact form on their website to submit a cancellation request.
- Write "App Cancel Automatic Renewal" or "Subscription Cancellation" in the subject line.
- Attach a copy of your purchase invoice or receipt-this confirms your account and subscription details.
- Submit the form and note the submission timestamp for your records.
- Email a backup cancellation request to [email protected].
- Use the same subject line: "Subscription Cancellation" or "App Cancel Automatic Renewal".
- Include your full name, registered email address, and the invoice number or transaction ID.
- State your renewal date explicitly (e.g., "My subscription renews on 15 March 2025").
- Request written confirmation of cancellation from Carly within 5 business days.
- If you do not receive a confirmation email within 5 business days, send a follow-up email or submit a second contact form.
- Reference your original submission date and request an immediate response.
- Keep all correspondence for escalation purposes.
- Verify that your subscription no longer renews when your renewal date passes.
- Check your bank or payment method statement on the renewal date to confirm no charge occurred.
- Log into the Carly app-if your subscription has expired, you will see a prompt to renew rather than active features.
Step 2: if you purchased through the apple app store
Apple App Store purchases are managed through Apple's own billing system, not through Carly. You cancel directly with Apple, not with Carly.
- Open the Apple App Store app on your iPhone or iPad.
- Tap your profile icon in the top right corner.
- Select "Subscriptions" from the menu.
- Find and tap the Carly subscription in your active subscriptions list.
- The subscription will show your current plan name, renewal date, and price.
- Tap "Cancel subscription" or "Edit" and then "Cancel" (wording varies by iOS version).
- Apple will display a confirmation message and may offer a discount to retain you-ignore this if you have decided to cancel.
- Confirm cancellation when prompted.
- Apple will send you a confirmation email to your registered Apple ID email address within minutes.
- Your access to Carly will end on your current renewal date-you retain access until that date expires.
- Request a refund if you cancelled within 14 days of purchase.
- Open Apple's Report a Problem page (reportaproblem.apple.com) and sign in with your Apple ID.
- Locate your Carly subscription purchase and select "Report a Problem".
- Choose "I would like a refund for this purchase" and explain briefly (e.g., "Service did not work with my vehicle" or "Discovered incompatibility with my car model").
- Submit the report-Apple reviews and typically approves within 3-5 business days.
Step 3: if you purchased through google play
Google Play subscriptions, like Apple App Store purchases, are managed through Google's billing system independently from Carly.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Select "Payments and subscriptions" and then "Subscriptions".
- Find the Carly subscription in your list of active subscriptions.
- The entry will display your current plan, renewal date, and price.
- Tap the Carly subscription to open its details.
- Review your renewal date and plan details.
- Tap "Cancel subscription" at the bottom of the screen.
- Google will prompt you to confirm your cancellation reason (optional) and then confirm the cancellation.
- Your subscription will end on your current renewal date.
- Request a refund if you cancelled within 14 days of your original purchase date.
- Open the Google Play website and sign in with your Google account.
- Navigate to your order history and locate your Carly subscription purchase.
- Click "Report a problem" and select "Request a refund".
- Provide a brief reason (e.g., "Service incompatible with my vehicle") and submit the request.
- Google typically responds within 3-5 business days.
Step 4: postal cancellation (alternative method)
If digital cancellation fails or you prefer a formal paper trail, you can send a cancellation notice by post to Carly's registered address in Germany. This method creates a dated, documented record.
- Write a formal cancellation letter on your own letterhead or plain paper.
- Address it to Carly's customer service (see address below).
- Include your full name, registered email address, phone number, and invoice number or transaction ID.
- State clearly: "I hereby cancel my Carly subscription effective immediately" or "with effect from [your renewal date]".
- Include your intended cancellation date and request written acknowledgement.
- Date and sign the letter.
- Send the letter by registered post or trackable courier to ensure proof of delivery.
- Keep your tracking number and any delivery confirmation.
- Carly is registered in Germany; allow 7-10 business days for postal delivery plus processing time.
- Retain a copy of your cancellation letter and delivery confirmation for at least 12 months.
- If Carly disputes the cancellation or charges you again, you will have documentary proof of your cancellation request.
Refunds and what you can expect after cancellation
Refund eligibility depends on when you purchased and which platform processed your transaction.
Refund eligibility within 14 days
If you purchased your Carly subscription within the past 14 days through the Apple App Store or Google Play, you have an unconditional right to request a refund. Both platforms honor refund requests for digital subscriptions within this window, regardless of Carly's own policy. You do not need to justify your refund request-"changed my mind" is a valid reason. Follow the refund procedures outlined in Steps 2 and 3 above. Yafee has helped thousands of consumers recover subscription charges by requesting refunds within this critical 14-day window.
Refunds for purchases more than 14 days old
If your purchase is older than 14 days but the subscription failed to deliver as described (for example, the app does not work with your vehicle model despite the listing suggesting it would), you may still request a refund from your platform on the grounds of service failure. Submit a formal report to Apple or Google explaining the fault, and reference the Consumer Protection (Fair Trading) Act provision on misrepresentation.
For website purchases older than 14 days, refund eligibility rests on Carly's own cancellation policy and Singapore consumer law. If Carly failed to disclose its cancellation policy before purchase, or if the policy is unfair under the Consumer Protection (Fair Trading) Act, you can file a complaint with the Competition and Consumer Commission of Singapore (CCCS), which may compel a refund.
Verification after cancellation
After you cancel, monitor your payment method closely. You should see no further charges on your renewal date. Verify cancellation by logging into the Carly app-if your subscription is active, it will allow access; if cancelled, you will see a renewal prompt. Request a cancellation confirmation email from Carly or your app store within 5 business days of cancellation. If a charge appears after your cancellation, dispute it immediately with your bank or payment provider and provide your cancellation confirmation as evidence.
Common mistakes to avoid when cancelling
Cancellation delays often stem from easily preventable errors. Rest assured that if you follow the steps above, you will successfully cancel your subscription without unnecessary charges or complications.
Mistake 1: assuming deletion of the app cancels your subscription
Deleting the Carly app from your phone does not cancel your subscription. The app and the subscription are separate. Deleting the app simply removes the mobile interface-your subscription remains active and will renew unless you explicitly cancel it through Carly's website, Apple, or Google Play. You must cancel through the official channels outlined above.
Mistake 2: missing the one-month cancellation deadline
Carly requires cancellation at least one month before your renewal date. If your renewal date is 15 March and you cancel on 14 March, Carly may not process the cancellation in time, and you will be charged for another year. Check your renewal date immediately by logging into your account or reviewing your original purchase receipt. Set a calendar reminder for two months before renewal to ensure you cancel early enough. If you miss this deadline, request a refund within 14 days if you purchased through an app store, or escalate to the CCCS if you purchased through Carly's website.
Mistake 3: failing to retain cancellation confirmation
Always save or screenshot your cancellation confirmation email, Apple or Google confirmation message, or postal delivery proof. If Carly charges you after you cancel, you will need this evidence to dispute the charge with your bank or to file a complaint with the CCCS. Do not assume the company will have an internal record-retain your own documentation for at least 12 months.
Mistake 4: cancelling through email without using the official contact form
While emailing [email protected] is valid, Carly's official contact form on their website creates a tracked submission that is harder to dispute. If cancelling via email, also submit a cancellation request through the contact form to create redundancy. This dual approach protects you if one submission is overlooked.
Mistake 5: not confirming cancellation on your renewal date
Do not assume that submitting a cancellation request means the job is complete. Check your bank statement on your renewal date to confirm no charge occurred. Log into the Carly app to verify access has ended. If a charge appears despite your cancellation, contact your bank or payment provider immediately to dispute it, citing your cancellation confirmation as evidence.
After cancellation: what happens next
Cancellation is straightforward, but understanding what occurs after you cancel helps you avoid future confusion.
Your access and retained features
When you cancel Carly, your access to the app's premium features ends on your renewal date. You retain access to all features until that date arrives-you are not immediately locked out. After your renewal date passes, the app will prompt you to resubscribe. You cannot use advanced diagnostics or maintenance features without an active subscription, though your historical diagnostic history may remain visible in the app for reference (Carly's data retention policy determines this).
Your data after cancellation
Carly stores your vehicle diagnostic history and scan records on its servers. Cancellation does not automatically delete this data. If you wish to delete your account and all associated data, send a separate request to [email protected] titled "Data Deletion Request" and reference the General Data Protection Regulation (GDPR), which applies to Carly as a European company even for Singapore users. Carly must comply with data deletion requests within 30 days of receipt.
Reactivating your subscription
If you change your mind after cancelling, you can reactivate your subscription at any time through Carly's website or your app store. Reactivation is treated as a new purchase, so you will be charged the current plan rate. If you reactivate within 14 days of your original cancellation, you may qualify for a promotional discount-contact Carly directly to inquire.
Comparison: when to cancel vs. when to retain
Before finalising your cancellation, weigh your actual vehicle maintenance needs against Carly's annual cost.
| Scenario | Decision | Rationale |
|---|---|---|
| You own an older vehicle with recurring fault codes | Retain subscription | Carly's diagnostics justify the annual cost by preventing expensive mechanic visits |
| Your vehicle is under manufacturer warranty and runs well | Cancel | Warranty covers repairs; diagnostics add minimal value during warranty period |
| Carly does not support your vehicle brand or model | Cancel immediately and request refund | App provides no functional value; you purchased under misrepresentation |
| You use Carly once or twice per year | Cancel and rely on mechanic diagnostics | Pay-per-use mechanic visits cost less annually than Carly's subscription |
| You actively monitor vehicle diagnostics monthly | Retain subscription | Regular monitoring prevents costly failures and justifies annual cost |
| You purchased within 14 days and are unsure | Request refund immediately | Preserve your 14-day refund window while you evaluate the app |
If Carly refuses to cancel or continues charging
Carly is legally obligated to honour your cancellation request. If the company ignores your cancellation or charges you after you have cancelled, escalate your complaint immediately.
Step 1: request written confirmation
Email [email protected] requesting written confirmation of your cancellation status. State: "I submitted a cancellation request on [date]. Please confirm in writing within 2 business days whether my subscription is active or cancelled. If active, explain why my cancellation was not processed." Keep this correspondence.
Step 2: dispute the charge with your bank
If Carly charges you after your cancellation date, contact your bank or payment provider and file a dispute (called a "chargeback" or "reversal"). Provide your cancellation confirmation email or receipt as evidence. Your bank will contact Carly to recover the money. This process typically takes 30 days but protects you from fraudulent charges.
Step 3: file a complaint with the competition and consumer commission of singapore (CCCS)
If Carly refuses to refund an unauthorized charge, or if your bank's dispute process fails, file a formal complaint with the CCCS online at www.cccs.gov.sg. The CCCS investigates consumer complaints related to unfair trading practices under the Consumer Protection (Fair Trading) Act and can compel Carly to refund you. Yafee recommends filing this complaint within 12 months of the disputed charge for best results.
Step 4: contact the consumers association of singapore (CASE)
CASE offers free mediation services to resolve disputes between consumers and traders. File a complaint on CASE's website (www.case.org.sg) if direct disputes with Carly yield no resolution. CASE will attempt to negotiate a refund on your behalf at no cost to you.
Carly's cancellation address and contact details
For postal cancellation or formal correspondence, use Carly's registered address in Germany:
Carly AG
[email protected]
Registered office: Germany
Allow 10-15 business days for postal delivery and processing. For urgent cancellations, use email or the contact form on Carly's website instead, as postal mail delays risk missing your one-month cancellation deadline.
Summary: your cancellation checklist
Use this checklist to ensure your cancellation is processed correctly and on time.
- Identify where you purchased Carly (website, Apple App Store, or Google Play).
- Check your renewal date by logging into your account or reviewing your purchase receipt.
- Note the date you must cancel (at least one month before renewal for website purchases; no deadline for app store purchases).
- Submit your cancellation using the method for your platform (contact form and email for website; in-app settings for app stores).
- Save all cancellation confirmation emails, screenshots, or postal tracking numbers.
- If purchased within 14 days, request a refund from your app store or via Carly.
- Verify no charge appears on your renewal date by checking your bank statement.
- If charged after cancellation, dispute the charge with your bank immediately.
- If a dispute fails, escalate to the CCCS or CASE.
Final guidance from yafee
Cancelling your Carly subscription is straightforward when you follow Singapore's consumer protection framework and Carly's official procedures. Your statutory rights under the Consumer Protection (Fair Trading) Act protect you from unfair charges and misleading terms. Whether you cancel through Carly's website, the Apple App Store, or Google Play, you have legal recourse if the company fails to honour your cancellation or charges you unauthorised fees. Yafee has helped thousands of consumers cancel subscriptions securely and recover unwanted charges by understanding their platform-specific rights and following procedural checklists like the one above. Set your renewal reminder today, submit your cancellation through the appropriate channel at least one month early, and retain your confirmation documents. If Carly or your payment platform refuses to cooperate, the Competition and Consumer Commission of Singapore (CCCS) and the Consumers Association of Singapore (CASE) stand ready to enforce your rights at no cost. You control your subscriptions-do not let automated renewals charge you for services you no longer use.
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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