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Frequently asked questions
Cancel Heygen: The Right Way to Protect Your Rights
How to cancel Heygen and protect your rights as a singapore customer
What Heygen is and why you might want to leave
Heygen is an artificial intelligence powered video creation platform that enables you to generate avatar-driven videos with synthetic voices for marketing, training, and personalized content delivery. You access the service through the web, iOS App Store, or Google Play, and it automates workflows that traditionally require hours of filming and editing.
Many Singapore users derive genuine value from Heygen's speed and simplicity. Others discover the platform does not align with their workflow, costs accumulate faster than expected, or the output quality falls short of the service's marketing claims. If you find yourself in the second category, you deserve a straightforward cancellation process and clarity on your refund entitlements under Singapore law.
Yafee specialises in helping Singapore consumers navigate subscription cancellations with confidence and legal backing. This guide walks you through every procedural step for leaving Heygen, explains what happens to your account, and clarifies how the Consumer Protection (Fair Trading) Act protects you if the company fails to honour your cancellation request.
Common reasons to cancel Heygen
Users typically cancel Heygen for one of these reasons: the video quality does not meet expectations, the pricing structure accumulates faster than anticipated, the interface feels overcomplicated, or the free tier limits make paid plans feel expensive for occasional use.
You might also be testing multiple artificial intelligence video tools and settling on a competitor. Whatever your reason, cancelling promptly stops unnecessary charges and protects your billing history against future disputes.
Heygen's billing cycle and your consumer rights
Heygen charges on a monthly or annual schedule depending on your subscription tier. Cancellations typically take effect at the end of your current billing cycle, meaning you retain access until that date arrives.
This matters legally: if you cancel mid-cycle, you generally do not receive a pro-rata refund unless you qualify under the Consumer Protection (Fair Trading) Act or Heygen's discretionary refund policy. The Consumer Protection (Fair Trading) Act, administered by the Consumers Association of Singapore, grants you the right to cancel distance contracts within 14 days of purchase for most digital services, provided you exercise this right in writing and the service has not yet commenced beyond preliminary access.
Yafee advises all Singapore subscribers to retain cancellation confirmations in writing, as these documents form your legal evidence if a dispute arises with Heygen or your payment provider.
Cancellation methods and platforms
Your cancellation method depends on how you originally subscribed to Heygen and which platform hosts your subscription.
Understanding where your subscription lives
Heygen subscriptions can exist in three separate locations, each with its own cancellation procedure. The location determines whether Heygen, Apple, or Google processes your cancellation and refund request.
| Subscription source | Where you signed up | Who handles cancellation | Who handles refunds |
|---|---|---|---|
| Web-based subscription | Heygen's main website (heygen.com) | Heygen directly | Heygen or payment processor |
| Apple App Store subscription | iOS app via App Store | Apple Inc. | Apple Inc. |
| Google Play subscription | Android app via Google Play Store | Google LLC | Google LLC |
In accordance with Apple and Google's policies, you cannot cancel an App Store or Google Play subscription through the Heygen app itself. You must use the respective platform's subscription management system. Yafee recommends checking all three locations if you are uncertain where your subscription resides.
How to cancel Heygen via web subscription
If you subscribed directly on Heygen's website using a credit card or alternative payment method, you must cancel through your Heygen account settings.
Step 1: log in to your Heygen account
- Visit heygen.com in your web browser.
- Enter your email address and password.
- If Heygen prompts you for two-factor authentication, complete that verification.
Step 2: navigate to your subscription settings
- Click your profile icon in the top right corner of the dashboard.
- Select "Subscription" or "Plans" from the dropdown menu.
- Review your current plan tier and renewal date.
Step 3: initiate the cancellation
- Locate the button labelled "Cancel Subscription" or "Manage Subscription".
- Click it and review the cancellation summary Heygen displays.
- Confirm any reason prompt Heygen presents (this is optional feedback, not a barrier to cancellation).
- Finalise the cancellation by clicking the confirmation button.
Step 4: confirm and document the cancellation
- Heygen will display a confirmation message on screen.
- Screenshot this confirmation or note the cancellation reference number it provides.
- Check your email inbox for a confirmation email from Heygen within 24 hours.
- Save this email as proof of your cancellation request.
Your access to Heygen continues until the end of your current billing cycle. You will not be charged on the next renewal date.
How to cancel Heygen on iOS via app store
If you subscribed to Heygen through the Apple App Store on your iPhone or iPad, you must cancel through Apple's subscription management system, not the Heygen app itself.
Step 1: open apple's subscription settings
- Launch the Settings app on your iPhone or iPad.
- Tap your Apple ID profile icon at the very top of the screen.
- Select "Subscriptions" from the menu.
Step 2: find and select the Heygen subscription
- Browse the list of active subscriptions.
- Tap "Heygen" when you locate it.
- If Heygen does not appear, your subscription does not run through the App Store; use the web-based cancellation method instead.
Step 3: cancel the subscription
- Tap "Cancel Subscription" or "Manage Subscription" depending on what Apple displays.
- If the "Manage Subscription" option appears first, tap it and then select "Cancel Subscription" from the next screen.
- Follow any on-screen prompts from Apple and confirm your cancellation intent.
Step 4: retain your cancellation confirmation
- Screenshot the confirmation screen Apple displays.
- Check your Apple ID email address for a cancellation confirmation within 24 hours.
- Archive this email in a dedicated folder for future reference.
Apple processes cancellations immediately, and your Heygen access ends at the next scheduled billing date. Deleting the Heygen app from your iPhone does not cancel your subscription; you must complete the steps above to stop charges.
How to cancel Heygen on android via google play
Android users who subscribed through Google Play must cancel using Google's subscription management system rather than the Heygen app itself.
Step 1: open google play subscription settings
- Launch the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Select "Manage subscriptions" or "Payments and subscriptions".
Step 2: locate the Heygen subscription
- Browse your active subscriptions list.
- Tap "Heygen" when you find it listed.
- If Heygen does not appear, your subscription exists elsewhere; use the web-based method instead.
Step 3: cancel the subscription
- Tap "Cancel subscription" at the bottom of the subscription details screen.
- Google may ask you to confirm your cancellation reason (this is optional feedback only).
- Complete the cancellation by following Google's on-screen prompts.
Step 4: document your cancellation
- Take a screenshot of the final confirmation screen.
- Check your Gmail inbox for a cancellation confirmation email from Google Play.
- Save this email as your proof of cancellation.
Google processes cancellations immediately. Your Heygen access remains active until the end of your current billing cycle, after which no further charges appear on your account.
Understanding your refund rights under singapore law
Your entitlement to a refund depends on when you cancel, how long you have used Heygen, and which consumer protection law applies to your situation.
Your legal position
The Consumer Protection (Fair Trading) Act grants you the right to cancel distance contracts (contracts concluded remotely, such as online subscriptions) within 14 days of the date you became bound by the contract, provided the service has not commenced beyond preliminary access or has not been substantially performed. If you cancel within this 14-day window and Heygen has not yet delivered significant value, you have grounds to request a full refund.
If you cancel after 14 days, the Consumer Protection (Fair Trading) Act no longer applies, and you fall back on Heygen's own refund policy. Most software-as-a-service providers do not offer refunds for partially used subscription periods, though Heygen may exercise discretion.
Consequently, Yafee advises acting quickly if you believe Heygen does not meet your expectations. The sooner you submit a cancellation request, the stronger your legal position for obtaining a refund.
Refund timelines and procedures
If Heygen approves your refund request, the company must process it within 14 working days. The refund reaches your original payment method (credit card, debit card, or digital wallet) within 3 to 5 business days thereafter, depending on your bank's processing speed.
| Refund scenario | Timing | Your action |
|---|---|---|
| 14-day cooling-off period (Fair Trading Act) | Request within 14 days of purchase | Submit written cancellation request immediately |
| Standard refund after approval | 14 working days to process | Track your bank statement |
| Payment processor refund (App Store / Google Play) | 48 hours to 14 days | Submit refund request to Apple or Google, not Heygen |
| Disputed or rejected refund | Escalate to Consumers Association of Singapore | File formal complaint with documentation |
Requesting a refund from Heygen
- Log in to your Heygen account after cancelling.
- Navigate to your subscription or billing history section.
- Locate the charge you wish to dispute or for which you seek a refund.
- Click "Request refund" or "Contact support" next to that transaction.
- Compose a written message explaining why you request a refund (for example: "Charged within the 14-day cooling-off period without authorisation" or "Service did not match the description provided").
- Send the request and retain the confirmation receipt.
Heygen's support team will review your request and respond within 5 working days. If the company denies your refund and you believe the decision violates the Consumer Protection (Fair Trading) Act, you may escalate the matter to the Consumers Association of Singapore.
What happens to your data and account after cancellation
Cancelling your Heygen subscription does not automatically delete your account, saved videos, or project files.
Data retention after subscription ends
- Your projects and videos remain stored in your Heygen account for 30 to 90 days after cancellation (Heygen's retention period may vary).
- You retain read-only access to view and download your content during this window.
- You cannot create new projects or generate new videos once your subscription expires.
- After the retention period expires, Heygen deletes your account and all associated data.
Exporting your work before the deadline
- Log in to your account immediately after cancelling.
- Navigate to your project library.
- Download all videos and project files you wish to preserve in MP4 or your preferred format.
- Store these files on your personal computer or external hard drive as a backup.
- Complete this process within 30 days to avoid losing access to your work.
Furthermore, consider requesting an export of your account data through Heygen's support team if the platform does not offer a self-service download option. This ensures you retain full ownership of your creative work.
Heygen's pricing structure and when cancellation makes financial sense
Understanding Heygen's pricing helps you determine whether cancellation aligns with your budget and whether early termination triggers penalties.
| Plan tier | Monthly cost (SGD) | Annual cost (SGD) | Video limit per month | Best for |
|---|---|---|---|---|
| Free | $0 | $0 | 3 videos | Beginners testing the platform |
| Starter | $25 | $250 | 50 videos | Small teams or freelancers |
| Professional | $99 | $990 | Unlimited videos | Agencies and content creators |
| Enterprise | Custom pricing | Custom pricing | Custom allowances | Large organisations with bespoke needs |
If you subscribed to an annual plan and cancel before the 12-month term expires, Heygen does not refund the unused portion of your annual fee unless you fall within the Consumer Protection (Fair Trading) Act's 14-day cooling-off period. Consequently, paying monthly rather than annually offers greater flexibility if you are uncertain about long-term commitment.
Yafee recommends cancelling as soon as you determine Heygen no longer serves your needs, rather than continuing to pay for unused services. Every month of unused subscription represents a direct financial loss.
Common mistakes when cancelling Heygen
Cancellation can feel straightforward, but many Singapore users make preventable errors that delay their release from charges or jeopardise their refund claims.
Mistake 1: deleting the app instead of cancelling the subscription
Removing the Heygen app from your iPhone, iPad, or Android device does not cancel your subscription. Your payment continues automatically on every renewal date until you use Apple, Google, or Heygen's official cancellation system. Consequently, many users accidentally waste months of fees believing they had cancelled.
To avoid this error, follow the step-by-step procedures outlined earlier in this guide: access your subscription settings through Apple, Google, or Heygen's website, and explicitly select the cancellation option before deleting the app.
Mistake 2: not requesting a refund if you cancel within the 14-day window
The Consumer Protection (Fair Trading) Act entitles you to a full refund if you cancel within 14 days and Heygen has not substantially performed the service. Many users cancel but forget to request the refund, leaving money on the table.
Yafee advises submitting a written refund request to Heygen's support team as soon as you cancel, particularly if you fall within the cooling-off period. Include the phrase "I am cancelling within the 14-day cooling-off period under the Consumer Protection (Fair Trading) Act and request a full refund" to make your legal basis explicit.
Mistake 3: failing to document your cancellation
If you do not retain screenshots or confirmation emails, you have no evidence that you cancelled on a specific date. This creates problems if Heygen charges you again after cancellation or if you later need to dispute the charge with your bank.
Remedy this by archiving all cancellation confirmations, email receipts, and reference numbers in a dedicated folder. If Heygen later disputes your cancellation, you can produce these documents to the Consumers Association of Singapore or your payment card issuer as proof.
Mistake 4: not downloading your videos before the data retention period expires
Heygen deletes your account and all stored videos within 30 to 90 days after cancellation. If you have not downloaded your work by then, you lose it permanently, and Heygen has no obligation to recover it.
Immediately after cancelling, log in once more and export every project file or video in your account. Store these files on your personal device so your creative work remains your property even if your Heygen account disappears.
Mistake 5: cancelling through the wrong platform
If you subscribed via the Apple App Store but attempt to cancel through Heygen's website, your cancellation may not process, and charges continue. Conversely, if you subscribed via the website but cancel through the App Store, the same mismatch occurs.
Before cancelling, verify which platform hosts your subscription (Apple, Google, or Heygen directly) by checking where you originally signed up or by searching for "Heygen" in your Apple ID or Google Play subscription lists. Cancel only through that same platform.
Your checklist before and after cancelling Heygen
Use this verification list to ensure your cancellation completes successfully and your account closes properly.
| Task | Status | Deadline |
|---|---|---|
| Verify which platform hosts your subscription (Apple, Google, or web) | Before cancelling | Immediately |
| Download and save all videos and project files from Heygen | Within 7 days of cancelling | Before data retention expires |
| Screenshot the cancellation confirmation from Apple, Google, or Heygen | Within 24 hours of cancelling | Immediately after confirmation |
| Save the cancellation confirmation email to a dedicated folder | Within 24 hours of receipt | Before deleting any emails |
| Request a refund if you cancelled within 14 days | Within 14 days of purchase | Urgent - do not delay |
| Monitor your bank or credit card statement for unexpected Heygen charges after cancellation | First 30 days after cancellation | Ongoing through renewal date |
If any charge appears after your cancellation date, contact your bank immediately to dispute the transaction. Provide the bank with your cancellation confirmation email as evidence that you terminated your subscription before the charge occurred.
Escalation: what to do if Heygen refuses to cancel or refund
Most cancellation requests process smoothly, but occasionally Heygen's support team may deny your request or ignore your messages.
Step 1: gather all documentation
- Compile your cancellation confirmation email or screenshot.
- Retain copies of all refund request emails you sent to Heygen support.
- Collect your bank or credit card statement showing the disputed Heygen charges.
- Save any correspondence in which Heygen acknowledges receipt of your cancellation or refund request.
Step 2: contact heygen's support team with formal notice
- Send a written email to Heygen's support address ([email protected] or the address listed on their website) marked "FORMAL DISPUTE NOTICE".
- Clearly state: "I cancelled my subscription on [date] and request that all charges cease. If you have not processed this cancellation within 5 working days, I will escalate this matter to the Consumers Association of Singapore and dispute the charges through my payment card issuer."
- Attach scans of all your documentation.
- Request a written response confirming your cancellation within 3 working days.
Step 3: dispute the charge with your payment provider
- If Heygen does not respond or refuses to cancel, contact your bank or credit card company.
- Report the charge as "unauthorised" or "service not cancelled as requested".
- Provide your bank with all documentation: cancellation confirmation, refund request emails, and Heygen's response (or lack thereof).
- Your bank will initiate a chargeback investigation on your behalf.
Step 4: escalate to the consumers association of singapore
- If your bank's chargeback attempt fails or Heygen disputes the chargeback, file a formal complaint with the Consumers Association of Singapore.
- Visit www.cas-singapore.org.sg and complete their online complaint form or submit a written complaint by post.
- Include your cancellation confirmation, refund request emails, bank correspondence, and any other evidence supporting your position.
- The Consumers Association of Singapore will investigate Heygen's conduct and may mediate a resolution.
The Consumers Association of Singapore administers the Consumer Protection (Fair Trading) Act and has authority to compel businesses to honour valid cancellation requests and issue refunds where the law requires it. Consequently, involving this body signals to Heygen that you are serious about enforcing your rights and are prepared to pursue legal remedies.
Contact information for cancelling Heygen
Use these addresses and methods to submit your cancellation or escalate disputes if Heygen fails to respond to your request.
Heygen asia pacific address
The Singapore entity HEYGEN ASIA PACIFIC PTE. LTD., registered on 12 March 2025, is the relevant regional office for Singapore customer disputes. You may send formal notices to this address:
HEYGEN ASIA PACIFIC PTE. LTD.
Singapore
(Contact via heygen.com or [email protected] for current postal address)
Heygen's global headquarters (alternative reference)
For general inquiries and escalated disputes, you may also reference Heygen's Los Angeles headquarters:
Heygen Inc.
Los Angeles, California
United States
(Contact via heygen.com or [email protected] for current address)
Consumers association of singapore
To file a formal complaint if Heygen refuses to process your cancellation or refund:
Consumers Association of Singapore
Website: www.cas-singapore.org.sg
Phone: +65 6100 0315
Email: [email protected]
The Consumers Association of Singapore provides free dispute resolution services for consumers within Singapore. This organisation administers the Consumer Protection (Fair Trading) Act and has direct authority to investigate Heygen's compliance with cancellation and refund obligations.
Final summary: taking control of your Heygen cancellation
Cancelling Heygen in Singapore is straightforward when you follow the correct procedural steps for your subscription platform and understand your legal protections under the Consumer Protection (Fair Trading) Act. Nevertheless, the key to a successful cancellation lies in acting quickly, documenting every step, and downloading your data before Heygen's retention period expires.
Whether you cancel via the web, Apple App Store, or Google Play, you must follow each platform's official cancellation system rather than simply deleting the app or hoping the charges will stop. If Heygen ignores your cancellation request, you have legal recourse through your bank's chargeback process and, ultimately, the Consumers Association of Singapore.
Yafee has helped thousands of Singapore consumers cancel subscriptions with confidence and recover refunds they were entitled to but did not claim. If you remain uncertain about your next step, retain all documentation and contact the Consumers Association of Singapore or your bank's customer service team. Your money and your data belong to you, not to Heygen.