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Frequently asked questions
Cancel Cratejoy: The Right Way to Manage Your Subscription
How to cancel Cratejoy and protect your consumer rights in singapore
What is Cratejoy and how your subscription works
Cratejoy is an online marketplace that connects independent subscription box sellers with buyers across Singapore and beyond. You browse curated product offerings, subscribe to recurring boxes delivered on a schedule you choose, and manage your account through the Cratejoy platform. Sellers set the box contents, pricing and renewal frequency; Cratejoy handles payment processing, platform fees and buyer protection.
When you subscribe to a box on Cratejoy, you enter into a recurring payment arrangement that renews automatically unless you cancel. Understanding this structure is essential because your cancellation path depends on your subscription method and the seller's terms. Yafee specialises in helping Singapore consumers navigate these subscription platforms with clarity and legal certainty.
How Cratejoy billing works
Cratejoy charges you only when you subscribe to a seller's box; you do not pay Cratejoy a separate fee as a buyer. Each seller sets their own price, billing cycle and renewal date. Your credit card or payment method is charged automatically on the renewal date unless you cancel beforehand. Consequently, understanding your renewal schedule matters more than understanding Cratejoy's own pricing structure.
Your account and payment method
Your Cratejoy account stores all subscription details: active boxes, billing history, payment methods and renewal dates. You control which payment method appears on file, and you can update it at any time. When you cancel a subscription, that particular seller's box stops renewing; your account remains active if you have other subscriptions.
Common reasons singapore consumers cancel Cratejoy
Your decision to cancel is valid regardless of the reason, and Singapore consumer law protects your right to cease a subscription. Here are the most frequent scenarios that bring consumers to Yafee for guidance.
Why you might want to stop your subscription
- The box contents no longer match what you originally subscribed for or your needs have changed.
- You received a damaged, incorrect or counterfeit item and the seller has not resolved it within a reasonable timeframe.
- Shipping delays have become frequent, resulting in late or missed deliveries.
- The box no longer delivers value relative to the price you are paying.
- Your budget has tightened and recurring charges are now difficult to manage.
- You subscribed accidentally or during a promotional offer you did not intend to continue.
- You want to switch to a different seller's offering or pause subscriptions temporarily.
None of these reasons require justification or seller approval. Under the Consumer Protection (Fair Trading) Act (Chapter 52A) of Singapore, you have the right to cancel a recurring subscription, and in many cases, you may be entitled to a refund if the seller has breached their contract or misrepresented the product.
When cancellation becomes urgent
Cancellation becomes time-critical if you dispute a charge, if your card has been compromised, or if the seller has delivered a defective product. In these scenarios, Yafee recommends acting immediately: cancel through your Cratejoy account first, then escalate to your bank or payment provider if the seller refuses to refund you.
Your consumer rights and legal protections in singapore
The Consumer Protection (Fair Trading) Act is the primary legal framework protecting your subscription rights in Singapore. This Act grants you several protections that apply directly to Cratejoy subscriptions.
What the law says about your subscription
Under the Consumer Protection (Fair Trading) Act, any representation made by a seller about their product must be accurate. If a seller describes a box as "luxury curated skincare" but delivers mass-market items, you have been subjected to a misleading representation. Furthermore, the Act requires that all goods sold must be of merchantable quality and fit for purpose. If a box arrives damaged or does not match the description, you have grounds to seek a refund or cancellation without penalty.
The Act also protects you against unfair contract terms. A seller cannot impose a cancellation fee that is disproportionate to their actual losses, and they cannot require you to continue paying after you have cancelled. Additionally, if a seller has not explicitly disclosed the renewal terms and automatic billing, they are in breach of their transparency obligations.
Your legal position when you cancel
You have the right to: cancel your subscription at any time without penalty unless the seller can prove you have caused them measurable loss. You can demand a refund for any billing cycle you have not yet received if you cancel before the renewal date. You can dispute a charge through your bank or payment provider if the seller refuses to honour a cancellation request. You can escalate a complaint to the Consumers Association of Singapore (CASE) if the seller does not respond within 14 days of your formal cancellation request.
You are not required to: provide a reason for cancellation. Accept a partial refund if you are owed the full amount. Pay additional fees or penalties for cancelling before a lock-in period expires (unless the period was clearly disclosed upfront and is reasonable). Wait for the seller to "process" your cancellation beyond 5 working days.
How to cancel your Cratejoy subscription step by step
Cancellation involves several distinct steps, and Yafee recommends following this sequence to ensure your subscription terminates and your payments stop immediately.
Step 1: log in to your Cratejoy account
- Visit the Cratejoy website and enter your email address and password.
- If you have forgotten your password, click "Forgot your password?" and reset it via email.
- If you do not have a Cratejoy account, you may have subscribed via a third-party app or the seller's own website; jump to Step 5.
- Once logged in, look for "My Account," "Subscriptions" or "Orders" in the main menu.
Step 2: find your active subscriptions
- Navigate to the subscriptions or recurring orders section of your account.
- This section displays all boxes you are currently subscribed to, including the seller name, box title, renewal date and price.
- Note the exact renewal date and price for your records; you will need this if you file a dispute later.
- Identify the specific box you want to cancel.
Step 3: select the subscription and click cancel
- Click on the box title or a "Manage" or "Actions" button next to it.
- Cratejoy will display the subscription details, including the seller's name and contact information.
- Look for a "Cancel subscription" or "Stop renewal" button.
- Click the cancel button and follow any on-screen prompts.
Step 4: confirm your cancellation and save the confirmation
- Cratejoy will ask you to confirm the cancellation.
- You may see optional feedback fields asking why you are cancelling; these are optional and do not affect your cancellation.
- Do not feel obligated to provide a reason.
- Click "Confirm cancellation" or the equivalent button.
- Cratejoy will display a confirmation message with a cancellation date and confirmation number.
- Screenshot this page or save the confirmation email that Cratejoy sends you.
- Check your email inbox for a cancellation confirmation from both Cratejoy and the seller within 24 hours.
Step 5: if you subscribed through an app or third-party site
- Contact the seller directly via the email address or contact form listed on their website.
- Write a clear subject line: "Cancellation request for [box name] subscription."
- Include your order number, the email address associated with your subscription, and the date you subscribed.
- Request written confirmation of your cancellation within 5 working days.
- If the seller does not respond within 5 working days, escalate to your bank or payment provider (see "Disputing charges through your bank" below).
Step 6: verify your subscription has stopped
- Wait until your original renewal date passes without a charge.
- If your renewal date is in 10 days and you cancel today, monitor your account or card statement after that date.
- If a charge appears after your cancellation, dispute it immediately with your bank.
- Log back into Cratejoy 2-3 days after cancellation to confirm the subscription no longer appears in your active subscriptions list.
Understanding Cratejoy seller plans and pricing (SGD)
Cratejoy's pricing structure applies to sellers, not buyers, but understanding it clarifies why some sellers behave a certain way when you cancel. As a buyer, you pay only the subscription box price set by each individual seller.
| Seller plan | Monthly cost (SGD) | Billing cycle | Key features |
|---|---|---|---|
| Sell on Marketplace Only | $33.73 | Monthly | Marketplace access, 1.25% + $0.10 transaction fees |
| Checkout-Only | $25.65 | Monthly | Cratejoy checkout on your own site, 1.25% + $0.10 transaction fees |
| Essentials | $79.65 | Monthly (billed annually) | Hosted storefront, design tools, 1.25% + $0.10 transaction fees |
| Advanced | $214.65 | Monthly (billed annually) | All Essentials plus advanced tools, analytics, 1.25% + $0.10 transaction fees |
As a Cratejoy buyer, you are not charged a platform fee. You pay the seller's subscription price only. Consequently, when you cancel, you stop paying that specific seller; your Cratejoy account remains active and available for other subscriptions.
Disputing a charge if the seller refuses to cancel
If the seller does not respond to your cancellation request or continues to charge you after you have cancelled, escalate immediately through your payment method.
How to dispute with your bank or payment provider
- Contact your bank, credit card company or digital payment provider (for example, your card issuer or PayPal) as soon as you notice an unauthorised charge.
- Provide them with your cancellation confirmation from Cratejoy and the date you cancelled.
- Explain that you cancelled your subscription but the seller charged you anyway.
- Request a chargeback or reversal of the disputed transaction.
- Your bank will open a dispute investigation and contact the seller for evidence of your authorisation.
- The seller must prove you authorised the charge after your cancellation date.
- If they cannot, your bank will reverse the charge within 30-60 days.
- Keep all evidence: cancellation confirmations, emails, account screenshots and bank records.
Escalating to the consumers association of singapore
If your bank declines the chargeback or if the seller has scammed multiple buyers, file a complaint with the Consumers Association of Singapore (CASE). CASE investigates unfair trading practices and can compel sellers to refund consumers or face enforcement action by the Consumers Association. Yafee recommends filing a CASE complaint if you have attempted direct resolution with the seller and received no response within 14 days.
Refunds and what to expect after cancellation
Your refund entitlements depend on when you cancel relative to your renewal date and whether the seller has breached their obligations.
When you are entitled to a refund
You are entitled to a refund of your next billing cycle if you cancel before your renewal date. For example, if your next charge is due on 15 March and you cancel on 10 March, you should not be charged on 15 March. If the seller charges you anyway, you are entitled to request a full refund for that cycle.
You are also entitled to a refund if the box you received does not match the seller's description, if it arrived damaged, or if the seller has misrepresented the product. Under the Consumer Protection (Fair Trading) Act, sellers must deliver goods that match their description and are of merchantable quality. A refund is due within 14 days of your request in most cases.
Partial refunds and restocking fees
Some sellers attempt to charge a "restocking fee" or "cancellation fee" when you cancel. In Singapore, such fees are only valid if they are explicitly disclosed in the terms of service before you subscribe, and they must be reasonable relative to the seller's actual costs. A 50% cancellation fee is almost never reasonable and is likely unenforceable under the Consumer Protection (Fair Trading) Act. If a seller imposes an unfair fee, dispute it and escalate to CASE.
Timeline for receiving your refund
- If you cancel before your renewal date: you should see no charge appear on your next renewal date. Allow 5-7 working days after the renewal date passes to confirm.
- If you cancel after a charge has already been made: request a refund from the seller immediately. The seller should process the refund within 14 days.
- Refunds to credit cards typically appear within 5-10 working days; refunds to digital wallets may be faster.
- If you do not see the refund within 14 days, contact your bank or escalate to the seller again.
Common mistakes to avoid when cancelling
Cancellation is straightforward, but missteps can delay your refund or leave you vulnerable to further charges. Take these precautions seriously.
Mistake 1: cancelling through email without confirmation
Many sellers request cancellation via email, but email can be lost or ignored. When you email a cancellation request, send it to a verified seller email address and request a read receipt. Better yet, cancel through your Cratejoy account first (which creates a timestamped record), then email the seller a copy of your cancellation confirmation. Yafee recommends always obtaining a written confirmation with a date and cancellation number before considering yourself cancelled.
Mistake 2: assuming a refund is automatic
Cancelling your subscription does not always trigger an automatic refund if you have already been charged. Check your account after cancellation to confirm no further charges appear. If you have been charged for a cycle you will not receive, request a refund explicitly. Do not assume the seller will process one on their own.
Mistake 3: ignoring the renewal date
If you cancel on the day before your renewal, the charge may still go through because sellers often process renewals on a 24-hour cycle. Cancel as early as possible in your billing cycle, ideally at least 5-7 days before renewal. This gives the seller time to process your cancellation and prevents accidental charges.
Mistake 4: deleting the confirmation email
Keep your cancellation confirmation email, along with any screenshots of your Cratejoy account showing the subscription as cancelled. If a dispute arises, this evidence proves you cancelled on a specific date. Your bank will ask for this proof if you file a chargeback.
What happens after you cancel your subscription
Cancellation is the beginning of the process, not the end. Here is what to expect in the days and weeks following your request.
Immediate actions post-cancellation
- Check your email for a confirmation from both Cratejoy and the seller within 24 hours.
- Yafee recommends saving these emails in a dedicated folder.
- Do not assume silence means cancellation; follow up if you receive no confirmation.
- Log back into your Cratejoy account and confirm the subscription no longer appears under "Active Subscriptions."
- Update your payment method or remove it from Cratejoy if you do not plan to subscribe to other boxes.
Monitoring your account for unauthorized charges
- Review your bank statement or credit card activity daily for 14 days after cancellation.
- Watch for any charge from Cratejoy, the seller, or their payment processor (commonly Stripe or PayPal).
- If you spot a charge after your cancellation date, note the date, amount and transaction ID.
- If an unauthorized charge appears, contact your bank immediately and reference your cancellation confirmation date.
What if you change your mind
If you cancel and later decide you want to resubscribe, you can return to Cratejoy and sign up for the same box again. There is no penalty for resubscribing, and the seller will treat it as a new subscription. Your previous order history remains visible in your account.
Checklist for your Cratejoy cancellation
| Action | Completed? | Notes |
|---|---|---|
| Log in to Cratejoy and locate your subscription | [ ] | Screenshot the subscription details, including renewal date and price |
| Click "Cancel subscription" and confirm | [ ] | Save the confirmation page and note the confirmation number |
| Save the cancellation confirmation email from Cratejoy | [ ] | File it in a dedicated folder for your records |
| Verify the subscription no longer appears in your account (48 hours later) | [ ] | Log in again to confirm the box is removed from your active list |
| Monitor your bank statement after the renewal date passes | [ ] | Check for 14 days; dispute any charge that appears after cancellation |
| If charged after cancellation, file a dispute with your bank | [ ] | Provide your bank with the cancellation confirmation and the disputed charge date |
Comparison: cancelling direct vs third-party subscriptions
Your cancellation method depends on whether you subscribed directly through Cratejoy or through another platform. This table clarifies the difference.
| Subscription type | Where to cancel | Response time | Evidence to save |
|---|---|---|---|
| Subscribed through Cratejoy.com | Cratejoy account under "My Subscriptions" | Immediate; confirmed in 24 hours | Cratejoy cancellation confirmation email and screenshot |
| Subscribed through a seller's website or app | Seller's website account or contact form | 3-5 working days | Confirmation email from the seller with cancellation date |
| Subscribed via a third-party app or aggregator | The third-party app, then the seller if needed | 5-7 working days | App cancellation confirmation and seller response email |
| Charged by Cratejoy payment processor only | Contact the seller first; escalate to bank if unresponsive | 14 days for seller response | All cancellation requests, seller responses, and bank dispute records |
Contact information and escalation addresses
If you have cancelled but the seller continues to charge you, or if you need to escalate a complaint, use these contact channels. Yafee recommends starting with the seller directly, then escalating to Cratejoy support if the seller does not respond, and finally contacting CASE if both are unresponsive.
Cratejoy support and contact options
Cratejoy does not publish a mailing address for consumer complaints, but you can reach their support team through the help centre on their website or via email to [email protected]. Provide your order number, subscription details and a clear explanation of your issue. Allow 5-7 working days for a response.
Escalation to the consumers association of singapore
If the seller or Cratejoy has not resolved your dispute within 14 days, file a complaint with the Consumers Association of Singapore (CASE). Contact CASE at:
- Telephone: 6100 0315 (Monday to Friday, 9:00am to 5:00pm)
- Email: [email protected]
- Website: www.case.org.sg
- Address: 170 Clemenceau Avenue, Singapore 239928
CASE will investigate your complaint and attempt to mediate between you and the seller. If mediation fails and the seller has breached the Consumer Protection (Fair Trading) Act, CASE can refer the case to the Competition and Consumer Commission of Singapore (CCCS) for enforcement action.
Disputing through your bank or payment provider
If you have been charged after cancellation, contact your bank's dispute or chargeback department immediately. Provide your cancellation confirmation, the disputed charge date, and your order details. Your bank will contact the seller and attempt to reverse the charge within 30-60 days.
Why yafee helps consumers cancel subscriptions confidently
Subscription cancellations can feel frustrating when sellers are unresponsive or when charges continue after you have cancelled. Yafee has helped thousands of Singapore consumers cancel Cratejoy and similar subscription services by providing clear legal guidance and procedural checklists. By understanding your rights under the Consumer Protection (Fair Trading) Act, knowing exactly which steps to follow, and keeping thorough documentation, you can cancel with confidence and protect yourself from disputed charges.
Your consumer rights are real and enforceable. If you face resistance from a seller or if you have been charged after cancellation, Yafee recommends escalating to CASE immediately. The sooner you act, the sooner you will receive a refund or confirmation that your subscription has stopped. Visit Yafee.com for additional guidance on consumer rights, contract cancellations and dispute resolution across Singapore's most popular subscription services.
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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