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Frequently asked questions
Cancel Veo: Your Step-by-Step Guide
How to cancel your Veo subscription and recover unused credits in singapore
What is Veo and why you might cancel
Veo is an AI-powered sports video analytics platform that helps coaches, clubs, and teams record, analyse, and share match performance footage. The service operates on tiered subscription plans, each offering a monthly or annual credit allowance, variable video processing quality (up to 1080p), and different support levels. You subscribe to Veo when your team needs automated match analysis, highlight generation, or commercial licensing for video distribution.
However, circumstances change. You might cancel because your team has shifted to a competing analytics tool, your coaching budget has tightened, or you are simply not using your monthly credit allowance. Cancelling Veo is straightforward when you understand your rights under Singapore's consumer protection law, and Yafee has helped thousands of sports organisations and coaching teams navigate this process with confidence.
What you receive on a Veo plan
Your Veo subscription includes a fixed number of monthly or annual credits that determine how many matches you can process. Your chosen tier also controls video resolution, processing speed, access to editing tools, and whether you can use footage for commercial purposes. When you cancel, your access continues until the end of your current billing period, but you will not be charged again.
When cancellation makes financial sense
Cancel Veo if you are consistently leaving credits unused each month, if your club budget has shifted priorities, or if you have identified a more cost-effective alternative. In Singapore, your Consumer Protection (Fair Trading) Act grants you a 30-day cooling-off period from the date of subscription activation, and refunds are guaranteed within that window. Yafee recommends checking your account activation date immediately if you are considering cancellation, because this 30-day clock is non-negotiable under consumer law.
Your cancellation rights under singapore consumer law
Singapore's Consumer Protection (Fair Trading) Act protects you when you cancel digital subscriptions, and your position is strongest within the first 30 days.
The 30-day cooling-off period
You have an absolute right to cancel your Veo subscription and receive a full refund within 30 days from the date of subscription activation (not from your first invoice). This window is non-negotiable under Singapore consumer law. After 30 days, cancellation remains possible, but your subscription fees become non-refundable unless Veo has materially breached its service terms or failed to deliver the advertised features.
Your legal position: The Consumer Protection (Fair Trading) Act Section 12 gives you the right to cancel within 30 days and recover all subscription fees paid. The clock starts on activation, not on billing date. Retain your account activation email as proof of the start date.
Cancellation after 30 days
Beyond the 30-day window, you can still cancel, but refunds depend on Veo's breach of contract. If Veo fails to process your videos consistently, delivers processing speeds below advertised levels, or provides unresponsive support, you have grounds to cancel without losing your fees. Document any service failures in writing (via email) before escalating to the Media Development Authority (MDA) or Singapore's Consumer Association if Veo refuses a refund.
Hardware bundle cancellations
If you purchased a Veo Camera alongside your subscription, you can cancel both items within 12 months of camera delivery. Refunds for hardware are conditional on returning the equipment in original condition or providing proof of return. Keep your delivery receipt, return tracking number, and any correspondence with Veo's support team.
Methods to cancel your Veo subscription
Veo offers a single primary cancellation route, which generates an official confirmation record and protects you if disputes arise later.
Cancel via the Veo help center (official route)
The Help Center at support.veo.co is Veo's designated cancellation channel and is the only method that produces a formal record. Your Clubhouse Admin account must submit the cancellation request directly.
- Log in to your Veo account at veo.co using your Clubhouse Admin credentials
- If you do not have Admin access, contact your team's primary account holder to grant you administrative permissions
- Navigate to support.veo.co and select the "Subscription cancellation" category from the Help Center menu
- You may be prompted to search existing articles first; if no article addresses your situation, proceed to "Submit a request"
- Complete the cancellation request form with the following details:
- Your full name and registered email address
- Your Clubhouse account identifier (visible in your account dashboard)
- Your subscription plan tier and current billing cycle end date
- The reason for cancellation (optional but recommended for clarity)
- Whether you are requesting a refund (state "Yes" if within 30 days of activation)
- Submit the form and retain the automatically generated ticket number
- Veo's support team will send a confirmation email to your registered address within 24 business hours
- Screenshot this confirmation for your records
- Monitor your email for Veo's response (typically within 2-3 business days)
- Veo will confirm the cancellation date and any refund amount due
- Your access will terminate at the end of your current billing cycle or immediately upon approval if you are within the 30-day window
Yafee recommends submitting your cancellation request at least 5 business days before your next billing date if you want to prevent any additional charges.
Why you cannot cancel by postal mail
Veo does not accept cancellation requests by postal mail or phone. While Veo maintains corporate offices, these are operational addresses only and not designated for subscription cancellations. The Help Center process ensures your request is logged, tracked, and timestamped by Veo's system, creating a legal record. This protects you if Veo claims they did not receive your request or if a dispute arises over the cancellation date.
Refund eligibility and timelines
Your refund depends on how long you have held your subscription and whether Veo has fulfilled its service obligation.
Refunds within 30 days
If you submit a cancellation request within 30 days of subscription activation, you are entitled to a full refund of all fees paid, including any credits you have not used. Veo will process your refund within 5-10 business days of approving your cancellation. The refund appears as a credit to your original payment method (credit card, debit card, or PayPal). In rare cases, Veo may issue store credit instead of a cash refund if you have used a promotional offer; if this occurs, request a cash refund in your cancellation form and cite Section 12 of the Consumer Protection (Fair Trading) Act if Veo resists.
Refunds after 30 days
After the 30-day window, refunds are only available if Veo has failed to deliver the service as described. For example, if your video processing fails repeatedly, if support is unresponsive for more than 7 days, or if the advertised video quality is consistently below 1080p, you have grounds for a breach-of-contract refund. Document these failures in writing and reference them in your cancellation request. If Veo refuses to refund, escalate to the Media Development Authority (MDA) or file a complaint with Singapore's Consumer Association.
Unused credits
Veo does not provide a separate credit recovery option. Instead, your unused monthly or annual credits are forfeited upon cancellation. This is why Yafee advises reviewing your current credit balance before cancelling. If you have a large unused balance, consider using those credits before submitting your cancellation request, or request a pro-rata refund if you cancel within 30 days.
| Refund scenario | Eligibility | Timeline |
|---|---|---|
| Cancel within 30 days of activation | Full refund guaranteed | 5-10 business days |
| Cancel after 30 days (no service breach) | No refund; subscription fees non-recoverable | N/A |
| Cancel after 30 days (Veo breached terms) | Refund possible if breach documented | 10-15 business days (case review) |
| Hardware bundle return (within 12 months) | Full refund if hardware returned or proof of return provided | 7-14 business days after inspection |
Common mistakes when cancelling Veo
Cancelling is rarely complicated, but small oversights can delay your refund or leave you unprotected if a dispute arises. Yafee has identified the most frequent errors and how to avoid them.
Missing the 30-day activation date
The single most costly mistake is confusing your subscription activation date with your first billing date or invoice date. Your activation date is when you completed sign-up and first received access to Veo's features. Your first invoice may come days or weeks later. If you miss the 30-day window by even one day, you lose your automatic right to a refund under consumer law. Check your account dashboard or the confirmation email from Veo's sign-up flow to find your exact activation date. If you cannot locate it, contact support.veo.co and request a confirmation before proceeding with cancellation.
Submitting cancellation by email or contact form instead of the help center
Some users email Veo's general support address or submit requests through non-official channels. These do not create an official cancellation record. If Veo later claims they did not receive your request, you have no timestamped proof. Always use the Help Center at support.veo.co to ensure your request is logged and tracked. Screenshot the confirmation page and save your ticket number.
Cancelling on the wrong account level
If you are a team member but not the Clubhouse Admin, your cancellation request will be rejected or delayed. Only the Admin can submit subscription cancellations. Confirm you have Admin access before starting the Help Center process, or ask your team's primary account holder to submit the request on your behalf.
Not documenting service failures
If you are cancelling after 30 days due to poor service quality, vague complaints ("the app is slow") will not persuade Veo to refund. Record specific failures: date and time of processing errors, failed video uploads, support response times, or quality issues below the advertised 1080p standard. Include these details in your cancellation form. If Veo refuses, attach this documentation to your complaint to the Media Development Authority (MDA).
Forgetting to check your refund status
After Veo approves your cancellation, monitor your payment method (credit card, bank account, or PayPal) for the refund within 10 business days. If the refund does not appear, contact support.veo.co with your ticket number and request a status update. Refunds sometimes take longer due to your bank's processing delays; if more than 14 days have passed, escalate.
What happens after your cancellation is approved
Your access to Veo terminates on a specific date, and your data is handled according to Veo's privacy policy. Understanding this process helps you prepare and avoid disruption.
Access termination timeline
Veo typically terminates your access at the end of your current billing cycle (the date your next charge would have been due). If you are within the 30-day cooling-off period, Veo may grant immediate access termination. Ask for immediate termination in your cancellation form if you do not want to wait. After the termination date, you cannot log in to your account or download videos, so retrieve any footage you need before the deadline.
Data retention and video access
After cancellation, your account remains inactive for 30 days. During this period, Yafee advises downloading any videos or analytics reports you may need later. After 30 days, Veo may delete your account data according to its privacy policy. Contact support.veo.co if you need a copy of your videos before this window closes.
Reactivation after cancellation
You can resubscribe to Veo at any time. However, if you reactivate within 30 days of your original cancellation, you may not restart the cooling-off period on your new subscription. Yafee recommends waiting 31 days before resubscribing if you are uncertain about your long-term commitment.
Comparison of Veo with competing platforms
If you are considering alternatives, this table outlines how Veo compares to other sports analytics services in the Singapore market.
| Platform | Cancellation window | Refund policy | Support channel |
|---|---|---|---|
| Veo | 30 days from activation | Full refund within 30 days | Help Center (support.veo.co) |
| Wyscout | 14 days from purchase | Pro-rata refund if unused | Email support |
| Hudl | 30 days from sign-up | Full refund within window | In-app support chat |
| Sportscode | 7 days from activation | Limited refund (credit only) | Email support |
How to contact Veo if your refund is delayed
If Veo has not processed your refund within the stated timeline or has refused your cancellation request incorrectly, Yafee recommends escalating through the proper channels.
Step 1: request a status update via help center
Log back into support.veo.co and reference your original cancellation ticket number. Request a formal status update on your refund and ask for a specific completion date. Give Veo 5 business days to respond.
Step 2: file a complaint with the media development authority (MDA)
If Veo does not respond or refuses to refund you in breach of the Consumer Protection (Fair Trading) Act, file a complaint with Singapore's Media Development Authority (MDA). You can lodge a complaint online at www.mda.gov.sg or contact Singapore's Consumer Association for guidance. Include your cancellation ticket number, screenshots of your Help Center submission, and a written summary of the dispute.
Step 3: demand letter (if necessary)
If the MDA investigation does not resolve the matter, Yafee advises sending a formal demand letter to Veo's registered office (referenced in their Terms of Service) requesting the refund within 14 days. A lawyer can draft this letter. If Veo still refuses, you may pursue a claim in the State Courts or Community Mediation Centre.
Veo's support contact details
The official cancellation and support submission point for all Veo inquiries is support.veo.co. Do not submit cancellation requests to corporate office addresses; these are not monitored for cancellations and will delay your process.
Key checklist before and after cancellation
Use this checklist to ensure you complete every step correctly and protect your refund.
| Task | Before cancellation | After cancellation |
|---|---|---|
| Check your subscription activation date | Yes | N/A |
| Download all videos and reports | Yes | N/A |
| Confirm you have Clubhouse Admin access | Yes | N/A |
| Document any service failures (if applicable) | Yes | N/A |
| Submit cancellation via support.veo.co Help Center | Yes | N/A |
| Save confirmation email and ticket number | Yes | Yes |
| Monitor for refund (5-10 business days) | N/A | Yes |
| Verify account termination date | N/A | Yes |
| Contact support if refund is late | N/A | Yes (if needed) |
Final summary and next steps
Cancelling your Veo subscription is a straightforward process when you follow the legal requirements and use the correct channels. You have the right to cancel within 30 days of activation and receive a full refund under Singapore's Consumer Protection (Fair Trading) Act. After 30 days, you can still cancel, but refunds depend on Veo's breach of contract.
Submit your cancellation request via the Help Center at support.veo.co using your Clubhouse Admin account. Include your account identifier, billing cycle end date, and reason for cancellation. Retain your confirmation email and ticket number. Monitor your payment method for a refund within 5-10 business days. If Veo refuses or delays without justification, escalate to the Media Development Authority (MDA) or Singapore's Consumer Association.
Thousands of sports organisations and coaching teams have successfully cancelled their Veo subscriptions, and Yafee has guided them through every step. If you have further questions about your cancellation rights, your refund status, or how to escalate a dispute, Yafee at yafee.com provides detailed resources and legal guidance tailored to Singapore's consumer protection framework. Visit yafee.com today to access free cancellation templates, complaint letters, and step-by-step walkthroughs that have helped thousands of consumers recover their subscription fees with confidence.