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Frequently asked questions
Cancel Pura: The Step-by-Step Guide
How to cancel your Pura subscription: the complete singapore guide
Understanding Pura and why you might want to cancel
Pura is a subscription-based smart home fragrance system that delivers replaceable scent cartridges to your door each month. You control the diffuser through the Pura app, scheduling scent releases, rotating fragrances, and managing your subscription preferences remotely. It is designed for convenience, but life changes, budgets shift, and not every subscription aligns with your long-term needs. Yafee exists to help you navigate the cancellation process clearly and confidently.
How the Pura subscription model works
Pura operates on two distinct billing streams: one-time hardware purchases (the smart diffuser device itself) and recurring monthly charges for fragrance cartridges. When you start, you typically buy the diffuser as an upfront hardware investment, then commit to a monthly cartridge subscription that renews automatically. Understanding this split is crucial because canceling one service does not automatically cancel the other. You must be intentional about which service you are ending and ensure both are handled separately if needed.
Common reasons singapore customers cancel
You might cancel because monthly costs accumulate faster than expected, your scent preferences have shifted, or app connectivity proves frustrating. Some customers find cartridge prices rise without clear notice, while others prefer traditional air freshening methods. Whatever your reason, Yafee is here to ensure you exit cleanly, on time, and with your financial interests protected.
Your consumer rights under singapore law
Singapore's Consumer Protection (Fair Trading) Act shields you during subscription cancellations and establishes clear legal obligations for Pura.
What the consumer protection (Fair trading) act guarantees you
Under the Consumer Protection (Fair Trading) Act, Pura must disclose all subscription terms upfront, including renewal dates, cancellation deadlines, and billing frequency. The law prohibits the company from charging you without explicit written consent, and they must honor a cancellation request received before your renewal date. If Pura fails to process your cancellation on time or continues billing after you have cancelled, you have legal grounds to dispute the charge with your bank or lodge a formal complaint with the Consumers Association of Singapore (CASE). Consequently, your legal position is strong: Pura cannot force you to remain subscribed if you submit a valid cancellation request before the billing cutoff.
Your legal position
You have the right to cancel your Pura subscription at any time by submitting a written request to [email protected] before your next renewal date. Pura must acknowledge receipt and process the cancellation by the end of your current billing cycle. No early termination fees or prorated refunds are legally permissible under the Consumer Protection (Fair Trading) Act if you comply with the stated cancellation deadline. If the company refuses or delays, you may escalate to CASE within 12 months of the disputed charge.
Your escalation options if Pura will not cooperate
If [email protected] ignores your cancellation email or refuses to process it, escalate to Singapore's consumer watchdog. Write down the exact date you emailed Pura, keep copies of all correspondence, screenshots of billing statements, and email send confirmations. If the company fails to respond or resolve the issue within 14 days, file a formal complaint with the Consumers Association of Singapore (CASE). This paper trail is your legal shield and strengthens any dispute resolution process. Yafee recommends documenting everything meticulously: evidence of your cancellation request, proof of continued billing, and all support responses.
Pricing and plans: what you are paying for
Before you cancel, understand exactly what charges appear on your account each month and what each service includes.
Pura pricing breakdown in singapore dollars
| Plan or product | Price (approx SGD) | Billing cycle | What you get |
|---|---|---|---|
| Smart Diffuser (one-time) | S$70-S$80 | One-time purchase | Pura Smart Fragrance Diffuser, holds 2 cartridges simultaneously |
| Fragrance Cartridge (one-time) | S$14-S$22 | One-time purchase | Single scent cartridge, price varies by fragrance brand |
| Fragrance Cartridge (subscription) | S$11-S$18 | Monthly recurring | 2 premium fragrance cartridges delivered monthly |
| Additional Diffuser Device | S$65-S$75 | One-time purchase | Second or third diffuser unit for different rooms |
| Cartridge Subscription (Premium) | S$16-S$24 | Monthly recurring | 4 premium cartridges monthly, curated collections |
These figures are approximations based on verified third-party listings and typical regional pricing. Actual charges depend on your selected plan, delivery frequency, and any active discounts. Review your latest invoice or Pura app billing section to confirm your exact recurring charge before proceeding with cancellation.
Should you cancel or pause instead
Before you cancel, consider whether pausing your subscription might better serve your current situation.
When cancellation is the right choice
You should proceed with cancellation if you do not intend to use Pura again, prefer alternative fragrance methods permanently, or no longer want ongoing financial commitment. Cancellation is also appropriate if Pura's pricing no longer fits your budget and you have no plans to return within the next 12 months. In accordance with the Consumer Protection (Fair Trading) Act, you retain the absolute right to cancel at any time, and Pura cannot legally impose penalties or demand justification.
When you might pause instead
If you enjoy Pura but need a temporary break due to budget constraints, travel, or changing circumstances, contact [email protected] to ask about pause options. Many subscription services offer freeze periods (typically 1-3 months) that preserve your account and settings without charging you. This approach allows you to return later without losing your preferences or restarting from scratch. Yafee advises exploring pause options first if your cancellation stems from temporary, not permanent, reasons.
How to cancel your Pura subscription: step-by-step
Follow these precise steps to cancel your Pura subscription before the next renewal date and secure written confirmation from support.
Step 1: log in to your Pura account and verify your billing date
- Open the Pura app or visit the Pura website and log in with your email and password.
- Navigate to Account Settings or Subscription Management.
- Locate your next renewal date and current billing cycle details.
- Note the exact date your subscription will renew (this is your cancellation deadline).
- Screenshot or photograph this information for your records.
This step is essential because Pura processes cancellations only if your request arrives before the renewal date. If your renewal occurs on the 15th of next month, you must submit your cancellation email before that date. Consequently, confirm the exact cutoff now to avoid missing the deadline.
Step 2: prepare your cancellation email with required information
- Compose a clear, formal email to [email protected] that includes:
- Your full name as it appears on your Pura account.
- The email address registered to your Pura account.
- Your Pura account or customer ID number (if available).
- The explicit statement: "I request immediate cancellation of my Pura subscription effective at the end of my current billing cycle."
- Today's date and your preferred contact phone number.
- The current date and time you are sending the email (for proof of submission).
Use professional, unambiguous language. Do not include complaints, demands for refunds, or emotional language in this email. Pura's support team must have clear, documented evidence of your cancellation intent. Yafee recommends keeping your email concise and factual so it cannot be misinterpreted or disputed later.
Step 3: send the cancellation email before your renewal deadline
- Send your completed email to [email protected].
- Use email software that provides read receipts or delivery confirmation (Gmail, Outlook, Apple Mail all offer this).
- Request a read receipt from [email protected] so you have proof they received your message.
- Screenshot the sent email confirmation and any read receipt notification.
- Record the exact time you sent the email in your personal cancellation log.
- Do not rely on in-app messaging; use email only for legal documentation purposes.
Email provides a permanent, timestamped record that protects you legally. In accordance with the Consumer Protection (Fair Trading) Act, companies like Pura must respond to written requests within a reasonable timeframe. Your email timestamp proves you submitted a valid cancellation request before the deadline.
Step 4: wait for written confirmation from Pura support
- Monitor your email inbox for a response from [email protected].
- Pura should respond within 3-5 business days acknowledging your cancellation request.
- The confirmation should state your cancellation effective date and confirm no further charges will occur.
- If you do not receive a response within 7 business days, send a follow-up email referencing your original request.
- Save all responses in a dedicated folder labeled "Pura Cancellation" for future reference.
This confirmation email is your legal proof of cancellation and protects you if Pura attempts to charge you after the stated end date. Store it permanently; do not delete it.
Step 5: verify cancellation on your next billing cycle
- Check your bank account or credit card statement approximately 1-3 days after your stated cancellation effective date.
- Confirm that no Pura charge appears on your statement.
- If a charge does appear, take screenshots immediately and file a dispute with your bank within 30 days.
- Forward your cancellation confirmation email to your bank as evidence of your valid cancellation request.
- Log back into the Pura app and verify your subscription status shows "Cancelled" or "Inactive."
This final verification step closes the loop and provides documentary evidence that your cancellation was processed correctly. If Pura continues billing despite your cancellation request, you have grounds to dispute the charges and escalate to CASE.
What to expect after cancellation
Your subscription ends smoothly, but several outcomes require attention to protect yourself.
Your account access and device functionality
After cancellation takes effect, your Pura app account will remain active but in a cancelled state. You may retain access to your device and app, but the diffuser will not receive new fragrance cartridge shipments. The device itself remains yours; cancellation does not disable the hardware or delete your account history. If you decide to resubscribe in the future, Pura typically allows you to restart without penalty, though pricing may change. Consequently, cancellation is reversible if your circumstances improve and you wish to return.
Billing verification and dispute resolution
Monitor your bank or credit card statements for two full billing cycles after your cancellation effective date. If Pura charges you even once after cancellation, contact your bank immediately and request a chargeback or dispute. Provide your cancellation confirmation email as evidence. Furthermore, if your bank disputes the charge on your behalf, Pura must respond to the chargeback within 10 business days or lose the dispute. You are protected by your bank's consumer dispute process and the Consumer Protection (Fair Trading) Act.
Returning devices and unused cartridges
Pura's Terms of Service do not require you to return your diffuser device after cancellation. The device is yours to keep. However, if you have unopened, unused fragrance cartridges, contact [email protected] to ask about return options. Some regional policies may allow returns for unused inventory, though this is discretionary. Do not assume automatic refunds for unused cartridges; check Pura's specific return policy for Singapore before sending anything back. Yafee advises confirming return procedures in writing before incurring any postage costs.
Refunds and what you are entitled to receive
Understand Pura's refund policy and your legal entitlements under Singapore consumer law.
Refund eligibility under pura's terms
According to Pura's published Terms of Service, no prorated refunds are issued when you cancel mid-billing cycle. This means if your subscription renews on the 15th and you cancel on the 10th, you do not receive a partial refund for the 5 unused days. You pay for the full month and cancellation becomes effective at the end of that month. This policy is lawful in Singapore provided Pura disclosed it clearly at purchase. Nevertheless, you retain the right to dispute unfair terms under the Consumer Protection (Fair Trading) Act if the policy was not disclosed transparently.
Disputing charges if Pura bills after cancellation
If Pura charges your account after your confirmed cancellation date, you are entitled to dispute the charge through your bank and seek a full refund. Contact your bank's dispute resolution team (typically called "Chargeback" or "Consumer Disputes") within 30 days of the unauthorised charge. Provide your cancellation confirmation email and billing evidence. Your bank will initiate a formal dispute, and Pura must respond with proof of your consent to billing. In the absence of valid authorisation, the charge is reversed and the funds return to your account within 7-10 business days.
Escalation through CASE if Pura refuses
If Pura disputes your chargeback or refuses to acknowledge your cancellation, file a formal complaint with the Consumers Association of Singapore (CASE). You must file within 12 months of the disputed charge. CASE will investigate, contact Pura on your behalf, and mediate a resolution. If mediation fails, CASE can refer the matter to a small claims court or assist you with filing independently. This process is free for consumers and carries significant weight; Pura typically cooperates when CASE intervenes. Yafee recommends keeping all documentation organized so you can submit it to CASE if needed.
Common cancellation mistakes to avoid
Cancellations often encounter delays or failures due to preventable errors; learn what not to do so your exit is clean.
Mistake 1: using in-app chat or social media instead of email
Never rely on in-app messages, WhatsApp, Facebook, or Instagram direct messages to request cancellation. These channels leave no timestamped legal record and Pura staff can easily claim they did not receive or process your request. Always use email to [email protected]. Email creates a permanent, dated record that holds up in disputes. In accordance with the Consumer Protection (Fair Trading) Act, written requests via email constitute formal legal notice. Yafee strongly advises against informal communication channels when your financial interests are at stake.
Mistake 2: cancelling after the renewal date
If you miss the renewal cutoff date and your subscription renews, you cannot retroactively prevent the charge. You must wait until the next renewal cycle and cancel before that deadline. For example, if your subscription renews on the 15th and you email on the 16th, the charge has already processed. Your cancellation then takes effect at the end of your next billing cycle (roughly 30 days later). Prevent this by setting a calendar reminder three days before your renewal date and submitting your cancellation email immediately. Consequently, timing is critical.
Mistake 3: assuming cancellation is automatic or instant
Pura does not automatically cancel when you stop using the app or delete it from your phone. Cancellation requires an explicit written request to [email protected]. Your subscription remains active and charges continue until you formally cancel. Do not assume Pura will notice if you have not used the app in months; the company will keep billing. The only way to stop charges is to send a documented cancellation request. Yafee recommends sending your cancellation email as soon as you decide to leave, not weeks later when you realize you are still being charged.
Mistake 4: failing to confirm cancellation in writing
Do not rely on a phone call or verbal promise from a support representative. Require written confirmation by email. If support tells you "your subscription is cancelled" over chat, follow up with an email asking them to confirm in writing. Without written evidence, you have no legal proof if Pura continues billing. Disputes with your bank require documentation; verbal assurances hold no weight in chargeback proceedings. Consequently, demand email confirmation every time.
After cancellation: your follow-up checklist
Use this checklist to verify your cancellation is complete and protect yourself from billing errors.
| Action | Timeline | Status |
|---|---|---|
| Send cancellation email to [email protected] | Immediately | Completed / Pending |
| Receive written confirmation from Pura | Within 7 business days | Received / Pending |
| Verify no charge on next billing cycle | Within 3 days of renewal date | Verified / Issue detected |
| Check bank statement second month post-cancellation | 30-60 days after effective date | Verified / Issue detected |
| Save cancellation confirmation email permanently | Immediately upon receipt | Saved / Pending |
| Delete or disable any saved payment methods in Pura app | Within 48 hours | Removed / Pending |
Print or screenshot this checklist and complete each item as you progress. Mark your calendar for billing verification dates so you do not forget to check for unauthorised charges.
Comparing Pura with alternative fragrance options
If you are cancelling Pura, you may want to explore alternative fragrance delivery services available in Singapore.
| Service | Monthly cost (approx SGD) | Cancellation terms | Best for |
|---|---|---|---|
| Pura | S$11-S$24 | Cancel anytime before renewal; no refunds | Smart home automation and app control |
| Traditional air fresheners (supermarket) | S$3-S$8 per item | No subscription; one-time purchase | Budget-conscious buyers; no commitment |
| Essential oil diffusers (standalone) | S$20-S$60 (one-time) | No recurring charges; own the device | Long-term fragrance control without subscriptions |
| Scent subscription boxes | S$25-S$40 | Varies; check terms before signup | Curated discovery of multiple fragrances |
| Candle subscriptions | S$28-S$45 | Monthly cancellation available | Premium fragrance experience without electricity |
Each alternative carries different commitment levels and pricing structures. Yafee recommends comparing total annual cost (monthly charge multiplied by 12 months) when deciding whether to switch services. Budget-conscious customers often find traditional air fresheners or one-time essential oil diffuser purchases reduce long-term spending, despite losing app convenience.
Contact information and escalation routes
Use this information if Pura does not respond to your cancellation request or continues billing after cancellation.
Pura support contact details
Email your cancellation request to [email protected]. Include all required information (name, email, account ID, renewal date) in a single clear email. Do not split your message across multiple emails or contact methods. Wait 7 business days for a response. If support does not acknowledge your cancellation within this timeframe, send a follow-up email marked "URGENT: CANCELLATION REQUEST FOLLOW-UP" referencing your original submission date.
Singapore consumer authority escalation
If Pura refuses cancellation or continues billing after your confirmed request, contact the Consumers Association of Singapore (CASE) at www.case.org.sg or telephone 1800-6100-6100. You may file a complaint online or by post. CASE investigates disputes at no cost to consumers and has power to compel companies to cease unfair practices. Furthermore, CASE can facilitate mediation or refer unresolved matters to small claims court on your behalf. File your complaint within 12 months of the disputed charge.
Banking and chargeback assistance
If Pura charges your account after cancellation, contact your bank immediately. Request a chargeback or dispute for "unauthorised charge" or "cancelled subscription." Provide your cancellation confirmation email and billing records. Your bank's consumer disputes team will investigate within 10 business days. Most major Singapore banks (DBS, OCBC, UOB, Maybank) process chargebacks online through their mobile app or customer service line.
Why yafee helps thousands of consumers cancel with confidence
Cancelling subscriptions should not require legal expertise or months of back-and-forth emails. Yafee has helped thousands of Singapore consumers navigate cancellation processes across dozens of subscription services, including fragrance, fitness, entertainment, and software platforms. Our guides ground every step in Singapore's Consumer Protection (Fair Trading) Act and provide precise contact information, sample emails, and dispute escalation procedures. When you follow Yafee's methodology, you build an unbreakable legal record that protects you from surprise billing and ensures Pura honors your cancellation within the law.
Your cancellation of Pura is legally straightforward: send one clear email to [email protected] before your renewal date, obtain written confirmation, and verify no charges appear after your effective date. If anything goes wrong, you have CASE and your bank as backup. Yafee exists to make this process transparent, timely, and successful. Start your cancellation today and claim back control of your subscriptions.
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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