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Frequently asked questions
Cancel Innerly: The Right Way
How to cancel Innerly and protect your money in singapore
What is Innerly and why you might want to cancel
Innerly is a mental wellness application that guides self-reflection through conversational AI, personal insight tracking, and emotional pattern recognition. The service operates under SoftPotential OÜ, an Estonian company (registry code 14565562), and you access it via the Apple App Store, Google Play, or the web platform.
You may wish to cancel if the app no longer serves your mental health routine, the subscription cost no longer justifies the value, or you prefer an alternative wellness tool. Whatever your reason, Singapore law gives you clear rights to exit this contract without penalty, provided you follow the correct cancellation procedure for your platform.
Who operates Innerly and where they are based
Innerly is operated by SoftPotential OÜ, registered in Estonia under registry code 14565562. The company's legal and operational address is Kakumäe tee 226, 13516 Tallinn, Harju maakond, Estonia. Despite the overseas registration, you retain full consumer protection rights under Singapore law when you purchase from within Singapore or as a Singapore resident.
Features included in the premium plan
The Innerly Premium subscription provides conversational AI responses to your reflections, automated insight summaries, emotional pattern recognition, custom tagging and organisation tools, biometric authentication for security, and seamless device synchronisation. These features are designed to deepen self-awareness and track your mental wellness journey, but they are not essential to your wellbeing and cancellation remains straightforward if you decide they no longer meet your needs.
Your consumer rights and legal protections in singapore
Singapore law explicitly protects you as a subscriber to digital services, even when the provider operates overseas.
Consumer protection act (Fair trading) and your rights
The Consumer Protection (Fair Trading) Act is the primary statute that safeguards your interests when you purchase Innerly. This Act prohibits unfair contract terms, misleading pricing statements, and unethical billing practices. Your rights under this legislation include the right to accurate information about the service, transparent and non-deceptive pricing, fair cancellation terms, and protection against unauthorised or automatic renewals without clear prior consent.
Furthermore, the Act applies to transactions conducted remotely (such as app store purchases) and protects Singapore residents regardless of where the business is incorporated. Consequently, even though SoftPotential OÜ operates from Estonia, you are entitled to the same consumer protections as you would receive from a Singapore-based vendor.
Your legal position
You have the right to cancel your Innerly subscription at any time, in accordance with the Consumer Protection (Fair Trading) Act. You cannot be locked into the service beyond your current billing cycle unless you explicitly agree to automatic renewal with clear, separate consent. If Innerly charges you after cancellation, bills you without authorisation, or renews your subscription without advance notice, you have grounds to dispute the charge and request a full refund. If the company refuses to honour your cancellation or refund request, you can escalate your complaint to the Competition and Consumer Commission of Singapore (CCCS) or the Consumers Association of Singapore (CASE).
Refund and billing dispute rights
Singapore consumer law grants you the right to dispute any charge you believe to be unauthorised, accidental, or misleading. If you were auto-renewed without clear notification, charged twice in a single cycle, or billed for services you did not use, you have grounds to request a refund from Innerly or a chargeback from your payment provider.
The refund window and process depend on where you subscribed. If you purchased through the Apple App Store or Google Play, you can request a refund directly through the platform within a set period (typically 14 to 48 hours of purchase for app store subscriptions). If you subscribed via the web platform, contact SoftPotential OÜ directly with proof of your transaction.
Essential tip: Retain all subscription confirmation emails, receipts, payment statements, and screenshots of your billing history. These documents serve as proof if you need to dispute a charge with your payment provider or file a complaint with a consumer protection body.
Innerly pricing in singapore currency
Innerly charges in US dollars (USD), and your app store or payment provider converts the amount to Singapore dollars (SGD) at the current exchange rate on the date of your transaction. Below is a breakdown of the available pricing plans.
| Plan | USD price | Approximate SGD | Commitment | Free trial |
|---|---|---|---|---|
| Monthly | USD 9.99 | ~SGD 13.50 | Month-to-month, cancel anytime | None |
| Annual | USD 34.99 | ~SGD 47.50 | 12 months, then auto-renews | One week included |
The annual plan offers a one-week free trial at sign-up. The exact SGD amount you pay depends on the exchange rate at the moment of purchase, so your actual charge may vary from the approximate figures shown above. Monitor your payment statement to confirm the final amount debited.
How to cancel Innerly step by step
The cancellation process differs depending on which platform you used to subscribe. Follow the steps for your subscription method.
Cancel if you subscribed through apple app store
If you signed up for Innerly on an iPhone, iPad, or Mac via the Apple App Store, you must cancel through Apple's built-in subscription management system. The cancellation does not occur within the Innerly app itself.
- Open the Settings app on your Apple device.
- Tap your Apple ID name or profile picture at the top of the screen.
- Select Subscriptions.
- If prompted, enter your Apple ID password or use Face ID / Touch ID to authenticate.
- Find Innerly in your list of active subscriptions.
- Tap Innerly to open the subscription details.
- You will see your renewal date, the price, and a Cancel Subscription button.
- Tap Cancel Subscription.
- Apple may present you with a discount offer or an option to pause billing. You do not need to accept these offers; simply proceed to cancellation.
- Confirm cancellation when prompted. Apple will display a confirmation message and send you a cancellation receipt via email.
Your subscription remains active until the end of your current billing cycle. You retain access to Innerly Premium features until your renewal date passes. After that date, your account reverts to free tier access (if available) or you lose access entirely.
Cancel if you subscribed through google play
If you signed up for Innerly on an Android device via Google Play, you must cancel through Google's subscription management system, not within the Innerly app.
- Open Google Play on your Android device.
- Tap your profile icon in the top-right corner.
- Select Payments and subscriptions.
- Tap Subscriptions.
- Find Innerly in the list and tap it to open the subscription details.
- Tap Cancel subscription.
- Google may show you a cancellation survey and offer retention promotions. You do not need to complete the survey or accept the offers.
- Follow the on-screen prompts to confirm your cancellation. Google will send you a confirmation email.
Your Innerly Premium access continues until the end of your current billing period. You will not be charged again after that date.
Cancel if you subscribed via the Innerly web platform
If you subscribed directly through the Innerly website rather than an app store, you must cancel through your account settings on the Innerly platform itself.
- Visit the Innerly website and log in with your account credentials.
- Navigate to Account Settings or Subscription Settings.
- This is typically found in your profile menu or under a Settings option.
- Find the Subscription or Billing section and look for a Cancel Subscription or Manage Subscription button.
- Click Cancel Subscription and follow Innerly's confirmation steps.
- Innerly may ask for your reason for cancellation or offer you a discount to stay. Respond as you wish; these offers are optional.
- Once you confirm cancellation, you will receive a cancellation confirmation via email.
If you do not see a self-service cancellation option in your account settings, contact Innerly support directly at the address provided below. Provide your account email, the date you subscribed, and a clear request to cancel your subscription.
After you cancel Innerly
Cancellation is not the end of the conversation; understanding what happens next ensures you avoid unexpected charges and know your next steps if a problem arises.
What happens to your account and data
Once you cancel, your Innerly Premium access ends at the conclusion of your current billing cycle. You will lose access to premium features such as AI responses, pattern recognition, and automated summaries. Your personal reflection data and journal entries remain stored in your account for a limited period (check Innerly's privacy policy for the exact retention window), but you will not be able to access them once your free trial expires or you are downgraded to a free tier.
If you wish to preserve your reflections or insights, export or download your data before your cancellation becomes effective. Contact Innerly support if you are unsure how to do this.
Monitoring for unauthorised charges after cancellation
After you cancel, check your bank or credit card statements for at least 30 days to confirm that no further charges appear. If Innerly or your payment provider charges you again after your confirmed cancellation date, you have grounds to dispute the charge. Contact your bank or payment provider immediately to report the unauthorised transaction and request a chargeback.
Keep your cancellation confirmation email as proof of the cancellation request. If your payment provider questions whether you authorised the charge, show them the cancellation confirmation and the dates involved.
Reactivating your account later
If you wish to reactivate Innerly in the future, you can simply re-subscribe through your app store or the web platform. You will not be entitled to a free trial again (unless Innerly renews the offer), and your previous account data may or may not be restored depending on Innerly's data retention policy. Contact Innerly support if you want to know whether your old account can be merged with a new subscription.
Handling refunds and billing disputes
A cancellation request does not automatically trigger a refund. Refunds are separate from cancellation and depend on the circumstances of your purchase and the platform through which you subscribed.
Refund eligibility and timeframes
You are eligible for a refund if any of the following apply: you were charged within the first 14 to 48 hours of purchase (depending on your app store's policy), you were auto-renewed without receiving a renewal reminder or confirmation, you were billed twice for a single subscription period, or you did not receive the service you paid for.
For app store purchases, submit your refund request through the platform where you bought the subscription (Apple App Store or Google Play). For web subscriptions, contact SoftPotential OÜ directly. App store refunds are typically processed within 5 to 10 business days; direct refunds from SoftPotential OÜ may take longer.
How to request a refund from apple app store
Open the Apple App Store on your device or visit appleid.apple.com. Navigate to Purchase History, find the Innerly charge, and select Report a Problem. Choose the reason for your refund request (accidental purchase, service not received, or unauthorised charge) and submit. Apple will review your request and either approve the refund or ask for additional information. You will receive an email confirmation within 3 to 5 business days.
How to request a refund from google play
Open Google Play on your Android device or visit play.google.com. Go to your account settings and select Order history. Find the Innerly charge, click on it, and select Report a Problem. Explain your reason for the refund request and submit. Google will review your request and either approve the refund or contact you for more details. Refunds typically appear in your account within 5 to 10 business days.
How to request a refund directly from SoftPotential oÜ
If you subscribed via the Innerly website, contact SoftPotential OÜ at the address listed below. Provide your account email, the transaction date, the amount you were charged, and a clear explanation of why you are requesting a refund. Include supporting evidence such as proof that you cancelled within the eligible window, receipt of a duplicate charge, or screenshots of your billing history. Allow 10 to 15 business days for a response. If SoftPotential OÜ refuses your refund request unreasonably, you can escalate the complaint to the Competition and Consumer Commission of Singapore (CCCS).
Common mistakes when cancelling Innerly
Cancellation missteps are easily avoided if you know what to watch for. The good news is that most cancellation errors can be corrected quickly if you act promptly.
Deleting the app instead of cancelling your subscription
Simply deleting the Innerly app from your device does not cancel your subscription or stop future charges. Your subscription remains active in your app store account, and you will be charged again at your renewal date. You must explicitly cancel through Apple App Store, Google Play, or the Innerly web platform. After you have cancelled, you may safely delete the app.
Cancelling within the free trial period without understanding the terms
If you subscribed to Innerly's annual plan, you received a one-week free trial. If you cancel during this trial, you will not be charged for the full year. However, some users cancel after the free trial ends but believe they should receive a refund for the annual charge. This is typically not possible under app store policies; free trials end automatically unless you cancel before the trial period concludes. Read the trial terms carefully before signing up.
Missing the renewal date and being charged again
If you cancel after your renewal date has passed but before you notice the charge, you have already been billed for the next subscription period. You will need to request a refund separately rather than relying on the cancellation alone. Monitor your payment statements weekly to catch unexpected charges quickly.
Failing to keep cancellation confirmation
Always save or screenshot your cancellation confirmation from Apple, Google, or Innerly. If you later dispute a charge, this confirmation is your proof that you cancelled on a specific date. Without it, your payment provider may assume you authorised the charge.
Your checklist for a clean Innerly cancellation
Use this checklist to ensure you have completed all necessary steps before, during, and after cancellation.
| Step | Action | Completed |
|---|---|---|
| 1. Identify subscription platform | Confirm whether you subscribed via Apple App Store, Google Play, or Innerly's website | [ ] |
| 2. Note your renewal date | Record the date your next charge is due to plan your cancellation timing | [ ] |
| 3. Export your data (optional) | Download or back up any reflections or insights you wish to keep before cancelling | [ ] |
| 4. Cancel through the correct platform | Follow the step-by-step instructions for your subscription method | [ ] |
| 5. Save your cancellation confirmation | Take a screenshot or save the email confirmation from your app store or Innerly | [ ] |
| 6. Monitor your billing for 30 days | Check your bank and credit card statements to confirm no further charges appear | [ ] |
When to escalate your cancellation to a consumer authority
In most cases, you can cancel Innerly through your app store or account settings without friction. However, if Innerly or your app store refuses to honour your cancellation request or denies a legitimate refund claim, you have the right to escalate your complaint.
Complaints to the competition and consumer commission of singapore (CCCS)
The CCCS is Singapore's primary regulator of consumer protection and unfair trading practices. You can file a complaint with the CCCS if Innerly or SoftPotential OÜ engages in unfair contract terms, misleading billing, or refusal to honour cancellation rights. Visit the CCCS website, select "Lodge a Complaint," and provide details of your subscription, the cancellation request, the company's response, and any supporting evidence. The CCCS will investigate your complaint and may take enforcement action if Innerly is found to be in breach.
Complaints to the consumers association of singapore (CASE)
CASE is a voluntary consumer protection body that mediates disputes between consumers and businesses. If Innerly refuses to respond to your cancellation or refund request, you can lodge a formal complaint with CASE. CASE will contact Innerly on your behalf and attempt to negotiate a resolution. If Innerly does not cooperate or CASE cannot reach a settlement, CASE will advise you on your options, which may include pursuing the matter through a payment provider chargeback or small claims court.
Chargeback through your bank or payment provider
If you have cancelled Innerly but are charged again, or if you requested a refund and the company refused, you can ask your bank or credit card provider to initiate a chargeback. A chargeback is a transaction reversal that recovers disputed funds directly from the merchant. Provide your bank with the cancellation confirmation, the unauthorised charge, and a clear written explanation. Your bank will investigate and either reverse the charge or ask Innerly to dispute your claim. Most chargebacks are resolved within 30 days.
Innerly contact information and cancellation address
If you need to contact SoftPotential OÜ directly for cancellation, refund disputes, or account issues, use the following address and registry details.
| Detail | Information |
|---|---|
| Company name | SoftPotential OÜ |
| Registry number | 14565562 (Estonia) |
| Legal address | Kakumäe tee 226, 13516 Tallinn, Harju maakond, Estonia |
| Service platform | innerly.me (web), Apple App Store, Google Play |
| Escalation body (Singapore) | Competition and Consumer Commission of Singapore (CCCS) or Consumers Association of Singapore (CASE) |
When you contact SoftPotential OÜ, include your account email, subscription method, the date of your cancellation request, and any supporting documents (receipts, confirmation emails, screenshots). Provide a clear, concise explanation of your issue and the resolution you are seeking. Allow up to 15 business days for a response. If the company does not respond or denies your request unreasonably, escalate to the CCCS or CASE as outlined above.
Protecting your money and your rights when using Innerly in singapore
Cancelling Innerly is straightforward when you use the correct platform and follow the steps outlined above. The key to a smooth cancellation is identifying where you subscribed, cancelling through that platform, retaining your confirmation, and monitoring your billing for any unauthorized charges.
Remember that the Consumer Protection (Fair Trading) Act provides you with robust legal rights, regardless of where SoftPotential OÜ is incorporated. You cannot be locked into Innerly without explicit consent, you are entitled to accurate pricing and fair cancellation terms, and you have a right to a refund if you are billed without authorisation or without receiving the service you paid for. If Innerly refuses to honour these rights, the Competition and Consumer Commission of Singapore and the Consumers Association of Singapore exist to enforce them on your behalf.
Yafee has helped thousands of Singapore consumers navigate subscription cancellations with confidence and clarity. Whether you need guidance on your consumer rights, step-by-step cancellation instructions, or assistance in escalating a dispute with a merchant, Yafee provides the legal expertise and plain-language support you need. Visit Yafee.com today to explore how Yafee can protect your money and enforce your rights when dealing with digital subscriptions, app stores, and overseas vendors. Yafee is your trusted partner in understanding contract law and securing fair treatment in the digital marketplace. When you choose Yafee, you choose a contract law specialist who puts your interests first and translates complex legal frameworks into actionable steps you can follow immediately. Let Yafee empower you to cancel with confidence.
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