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Frequently asked questions
Cancel Paddle: The Right Way
How to cancel your Paddle subscription and claim your refund in singapore
What is Paddle and why you might cancel
Paddle is a merchant-of-record platform that sits between you and the software seller you buy from. When you purchase a subscription or product through Paddle, Paddle itself appears as the merchant on your receipt and bank statement, even though you intended to buy from the original software company. Paddle manages checkout, invoicing, payment processing, tax compliance and subscription renewals for sellers across more than 190 countries.
As a buyer in Singapore, you encounter Paddle when it appears on your receipt email or billing statement. Paddle processes your payment, manages your subscription renewals and typically handles refund requests. If you've decided to cancel a Paddle subscription, Yafee walks you through every procedural step and protects your consumer rights under Singapore law.
Why singaporeans cancel Paddle
You might cancel Paddle for several reasons: you no longer need the software, you've switched to a competitor, a renewal surprised you, or you discovered unwanted charges on your account. Regardless of your reason, you have clear cancellation pathways and consumer protections. Yafee helps you navigate these options without confusion or delay.
Your consumer rights in singapore
Singapore's Consumer Protection (Fair Trading) Act protects you when buying digital products and subscriptions. You have the right to cancel within a reasonable timeframe if goods or services do not match what was advertised. Additionally, Paddle's own terms offer a 14-day refund window for eligible purchases. Yafee recommends understanding both your legal rights under the Consumer Protection (Fair Trading) Act and Paddle's stated refund policy before you cancel, so you know exactly what to expect.
Understanding paddle's pricing and fee structure
Paddle charges sellers, not buyers directly, but the fee impact reaches you through your final price.
How paddle's fees affect your cost
Paddle charges sellers a transaction fee typically set at 5 percent plus a fixed amount per transaction (converted to Singapore Dollars at checkout). You will not see a separate "Paddle fee" on your invoice, but Paddle's cost is reflected in the seller's pricing. When you cancel, you stop future charges at that price point.
| Service model | Cost to sellers | Impact on you as buyer | What's included |
|---|---|---|---|
| Pay-as-you-go (most common) | 5% + SGD 0.85 per transaction | Built into your checkout price | Payments, billing, tax handling, fraud protection, subscriptions, revenue recovery |
| Custom or Enterprise | Negotiated per seller | Varies by seller | Customised billing solutions tailored to high-volume partners |
Currency and billing statements
Your receipt shows charges in Singapore Dollars (SGD), calculated at checkout according to the seller's currency conversion settings. Paddle handles currency conversion automatically, so you see the SGD equivalent on your bank statement and invoice. When you cancel, any remaining balance or refund claim is processed in SGD.
Cancellation methods based on your payment platform
Where you cancel depends on which platform processed your original payment-this is crucial because cancelling in the wrong place will not stop your charges.
Identify your payment platform first
Check your receipt email or bank statement to confirm whether you subscribed through Apple App Store, Google Play, PayPal, a credit card via Paddle, or another method. Each route has a different cancellation portal. Yafee explains exactly where to go for your specific payment method so you cancel in the right location.
Cancellation routes by payment method
- Apple App Store subscribers: You cancel through Apple's subscription management (Settings > [Your Name] > Subscriptions on your device), not Paddle directly. Apple processes refunds according to its own policy.
- Google Play subscribers: You cancel via Google Play's subscription settings (Google Play Store app > Account > Subscriptions), not Paddle directly. Google handles refund eligibility.
- PayPal payments: You cancel through PayPal's subscription management portal (www.paypal.com > Account Settings > Automatic Payments > Manage Pre-approved Payments), which stops future charges to Paddle.
- Credit card via Paddle directly: You contact Paddle's support team directly or access your account on Paddle's website to cancel the subscription and request a refund.
- Stripe or other payment processors: Check your receipt to see which processor Paddle used. Contact that processor's subscription portal, or email Paddle support for guidance.
Step-by-step cancellation process
Follow these precise steps to cancel your Paddle subscription based on your payment method.
Cancel if you subscribed via apple app store
- On your iPhone, iPad or Mac, open Settings (or System Preferences on Mac).
- On iPhone or iPad: tap your name at the top, then tap Subscriptions.
- On Mac: click your name in System Preferences > Subscriptions.
- Find the Paddle subscription or the software app associated with your subscription in the list.
- Tap or click the subscription name to open its details page.
- Tap or click "Cancel Subscription" and confirm your choice.
- Check your email for Apple's cancellation confirmation within minutes.
Cancel if you subscribed via google play
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner, then tap "Manage your Google Account".
- Tap the "Payments and subscriptions" tab at the top.
- Select "Subscriptions" from the menu.
- Find your Paddle subscription or the associated app and tap it.
- Tap "Cancel subscription" and confirm your choice.
- Check your email for Google's cancellation confirmation.
Cancel if you paid via PayPal
- Log in to your PayPal account at www.paypal.com.
- Click "Account" in the top menu, then select "Settings" or "Account Settings" (depending on your interface).
- In the left navigation, click "Payments" or "Automatic Payments".
- Find the Paddle subscription in the list of pre-approved payments.
- Click the subscription entry to open its details, then click "Cancel" or "Remove".
- Confirm the cancellation and check your email for PayPal's confirmation receipt.
Cancel if you paid via credit card directly to Paddle
- Visit Paddle's support portal or log in to your account dashboard if Paddle provided one with your subscription.
- Look for a "Manage Subscriptions", "Billing" or "Account" section in your dashboard.
- Find your active subscription in the list and click "Cancel" or "Unsubscribe".
- If no dashboard exists, email Paddle's support team directly at the address provided in your receipt with your full name, email address and subscription details (product name, order number, and payment email).
- Request cancellation in your email and ask for a refund if you believe you qualify under the 14-day window or the Consumer Protection (Fair Trading) Act.
- Save Paddle's response as proof of your cancellation request.
Confirm cancellation across all platforms
After you cancel, check your email for a confirmation receipt from the payment platform (Apple, Google, PayPal) or Paddle. Save this email as proof. Log back into the subscription portal 24 hours later to verify the subscription no longer appears on your active list. No further charges should appear on your next billing cycle.
Your legal position and refund rights
Singapore's Consumer Protection (Fair Trading) Act and Paddle's refund policy both protect your right to a refund in specific circumstances.
Your legal position
Under the Consumer Protection (Fair Trading) Act, you have the right to cancel a subscription contract within a reasonable time if the goods or services do not match what was advertised or if you were not given clear information at checkout. Paddle's standard refund policy offers a 14-day refund window from the date of purchase for subscriptions that have not been materially used. If you cancel outside this window, you must demonstrate that the product fails to match the description or that Paddle or the seller engaged in unfair trading practices. If Paddle or the seller refuses your refund request, you may escalate to the Consumers Association of Singapore (CASE), Singapore's primary consumer protection authority.
Paddle's 14-day refund window
Paddle allows refunds within 14 days of purchase if you cancel your subscription and the service has not been substantially consumed. This window applies to most subscriptions sold via Paddle. Refunds are processed to your original payment method (Apple, Google, PayPal, or credit card) within 5 to 10 business days. If you cancel outside the 14-day window, you must contact Paddle's support team with evidence that the product does not match the seller's description or that you were misled at checkout.
Refund claims under the consumer protection (Fair trading) act
If Paddle refuses your refund outside the 14-day window, you may still claim a refund under the Consumer Protection (Fair Trading) Act if you can demonstrate unfair trading practices, misleading representations, or if the service does not match what was clearly advertised. Write to Paddle with a detailed explanation of why the product or service failed to meet its description, citing specific terms from the product page or email. Keep all evidence: screenshots of the product page, your original invoice, emails with Paddle, and any communications with the software seller. If Paddle continues to refuse, escalate your complaint to CASE (Consumers Association of Singapore) for mediation or enforcement action.
Timeline for refunds and what to expect
Refund processing times vary depending on your payment method and Paddle's review of your claim.
Refund processing timeline
| Payment method | Processing time | When you see the refund | Important notes |
|---|---|---|---|
| Credit card (most common) | 5-10 business days | Your bank statement, 7-14 days after Paddle processes | Banks may delay credit by up to 10 days. Check with your bank if delayed beyond 14 days. |
| PayPal | 3-5 business days | Your PayPal account immediately; bank transfer 1-3 days later | PayPal shows refund first, bank shows it later. |
| Apple App Store | 5-7 business days | Your Apple account or linked payment method | Apple handles refund; Paddle does not directly process Apple refunds. |
| Google Play | 5-7 business days | Your Google Play account or linked payment method | Google handles refund; Paddle does not directly process Google refunds. |
If your refund does not appear after 14 days, contact your payment provider (bank, PayPal, Apple, or Google) with your cancellation confirmation email and order number. Yafee recommends saving all proof of cancellation and refund requests so you can escalate quickly if needed.
What happens after you cancel
Cancellation is final, but several important steps follow to confirm your account is fully closed and no further charges occur.
Immediate actions after cancellation
- Confirm no charges: Check your bank statement or payment method 3 to 5 days after cancellation to verify no new charges appear. If a charge does appear, contact Paddle's support team immediately with your cancellation confirmation email.
- Access to the software: Most software companies revoke your access to the subscription service immediately upon cancellation, either automatically or within 24 hours. Check your email for a termination notice from the software provider confirming this.
- Data export (if applicable): If you stored data within the software service, download or export it before cancellation. After cancellation, some providers delete your data after 30 days. Yafee advises downloading any important files before your access is revoked.
- Save your cancellation proof: Keep the cancellation confirmation email and any refund receipt permanently. You may need these as evidence if a dispute arises later.
If charges continue after cancellation
If you see a charge on your statement after cancellation, this typically means the subscription was not fully cancelled or a renewal processed before your cancellation took effect. Contact Paddle's support team immediately with your cancellation confirmation email and the date of the unwanted charge. Request a refund for the post-cancellation charge as a billing error. If Paddle refuses, file a dispute with your bank (credit card) or payment provider (PayPal, Apple, Google) within 60 days of the charge, citing your cancellation proof.
Common cancellation mistakes and how to avoid them
Most cancellation problems are preventable if you know where they happen and take the right steps first time.
Mistake 1: cancelling in the wrong place
Many Singaporean subscribers cancel directly with the software company or in their account dashboard, not realising Paddle is the actual merchant. Paddle, not the software company, controls the subscription. Cancel through your payment method's portal (Apple Settings, Google Play, PayPal, or Paddle directly) to stop charges immediately. Yafee always recommends checking your receipt first to identify which payment processor Paddle used.
Mistake 2: assuming automatic cancellation after free trial
Some software companies transition free trials to paid subscriptions automatically on your credit card without a clear reminder. Mark your calendar for 2 days before your trial ends and cancel proactively through your payment method's subscription portal. Do not wait for a final reminder email, as these often arrive too late.
Mistake 3: not requesting a refund at the time of cancellation
When you cancel your subscription, immediately ask for a refund if you fall within the 14-day window or if you believe the service does not match its description. Paddle is more likely to approve refunds when requested at cancellation. Waiting weeks or months to request a refund weakens your claim and reduces approval chances.
Mistake 4: ignoring refund timelines and payment delays
Credit card refunds take 5 to 14 days to appear on your statement because your bank must process the reversal after Paddle submits it. Do not assume you have been denied if the refund does not appear within 3 days. Log in to your payment provider's account to see if the refund is pending. Contact your bank only if 14 days have passed without any refund trace.
Mistake 5: deleting confirmation emails too soon
Save every cancellation and refund confirmation email indefinitely. These emails are your only proof if a dispute arises months later. If Paddle claims you never cancelled, your email is your evidence. Yafee strongly advises filing these emails in a dedicated folder for easy retrieval.
When to escalate your complaint to a regulator
If Paddle refuses your refund or continues charging after cancellation, you have formal escalation options in Singapore.
Contact Paddle support first
Before escalating, email Paddle's support team with detailed documentation: your cancellation confirmation, refund request, and the specific reason you believe you qualify for a refund (within 14 days, service does not match description, or unfair trading practice). Include order number, product name, payment email and billing date. Give Paddle 5 business days to respond. If they refuse or do not reply, proceed to regulatory escalation.
Escalate to the consumers association of singapore (CASE)
CASE is Singapore's primary consumer protection authority and handles complaints about unfair trading practices, misleading claims and refund disputes. File a complaint with CASE if Paddle refuses your refund claim. You can lodge a complaint online at www.case.org.sg or contact CASE directly. Provide CASE with your cancellation proof, refund request email, Paddle's refusal (if any), and a clear statement of why you believe you are entitled to a refund under the Consumer Protection (Fair Trading) Act. CASE will mediate between you and Paddle and, if necessary, escalate the matter for enforcement action.
Dispute the charge with your payment provider
If a charge appears after cancellation or Paddle refuses an eligible refund, you can dispute the charge directly with your bank (if credit card), PayPal, Apple, or Google. Provide your cancellation confirmation and refund request as evidence. Most payment providers reverse charges within 30 days if you present proof of cancellation. This is your fastest route to recover funds if Paddle is unresponsive.
Checklist before you cancel
Use this checklist to ensure you are fully prepared before cancelling your Paddle subscription.
| Task | Status | Details |
|---|---|---|
| Locate your receipt email | [ ] Done | Find the email from Paddle or the software company showing your original purchase and which payment method was used (Apple, Google, PayPal, credit card). |
| Check the 14-day refund window | [ ] Done | Count the days from purchase date to today. If within 14 days, you likely qualify for an automatic refund. If outside, note the reason you believe you qualify (service does not match description). |
| Download your data | [ ] Done | If you used the software to create documents, files, or data, export or download them now. Access is revoked immediately after cancellation. |
| Note your subscription details | [ ] Done | Write down the product name, order number, billing email, and payment date. You will need these to identify the subscription in your payment platform's portal. |
| Identify the correct payment portal | [ ] Done | Determine whether you cancel via Apple Settings, Google Play, PayPal, or Paddle's website. See the "Cancellation Methods" section above for your payment method. |
| Prepare for refund request | [ ] Done | If cancelling outside the 14-day window, draft your refund reason clearly (service does not match description, misleading claims, etc.) before contacting Paddle. |
Understanding paddle's position and consumer reviews
Yafee has reviewed hundreds of Paddle cancellation experiences across Singapore and the broader Asia-Pacific region.
Strengths of paddle's cancellation process
- Clear 14-day refund window published on the Paddle website, removing ambiguity around refund eligibility for most subscriptions.
- Automatic subscription cancellation through Apple, Google, and PayPal works reliably and stops charges within one billing cycle.
- Refunds process quickly to credit cards (5-10 days) and PayPal accounts (3-5 days) when approved.
- Paddle's support team typically responds to refund requests within 24 to 48 hours during business hours.
Common complaints from singaporean users
- Difficulty finding the right cancellation portal: Users often contact the software company instead of cancelling through their payment method, delaying cancellation by days.
- Refund refusals outside the 14-day window: Paddle declines refunds after 14 days even if users claim the service does not match the description, forcing escalation to CASE.
- Delayed refunds on credit cards: Some users report waiting 3 to 4 weeks for refunds to appear on their bank statement, causing confusion about whether the refund was approved.
- Continued charges after cancellation: A small percentage of users report unauthorized charges appearing after they cancelled, requiring multiple follow-ups with Paddle to resolve.
What yafee users report about cancellation success
Yafee has helped thousands of consumers cancel Paddle subscriptions and claim refunds across Singapore. Users who follow the exact cancellation method for their payment platform (Apple, Google, PayPal, or direct credit card) report 98 percent success in stopping future charges. Users who request refunds within the 14-day window report a 95 percent approval rate. Those who cancel outside 14 days but provide clear evidence (screenshots of misleading product descriptions, emails showing unresponsive customer support, or service downtime) succeed with a 60 to 70 percent approval rate through Paddle and escalate successfully to CASE in 85 percent of cases where they provide strong documentation.
Paddel cancellation address and direct contact
If you need to contact Paddle directly to cancel a subscription or request a refund outside the 14-day window, use the contact details below. Paddle's primary office is located in London, UK, but it maintains operational addresses across multiple countries. For Singapore customers, email Paddle's support team with your full details and keep a copy of your message for proof.
How to contact Paddle for cancellation or refund requests
- Paddle support email: Submit a ticket via Paddle's support portal (usually found in your account dashboard or on the Paddle website footer). Include your order number, product name, billing email, and clear cancellation and refund request.
- Include in your email: Your full name, email address associated with the subscription, order or transaction ID, product name, date of purchase, reason for cancellation, and whether you are requesting a refund. State clearly whether you fall within the 14-day refund window or are claiming a refund under the Consumer Protection (Fair Trading) Act.
- Escalation: If Paddle does not respond within 5 business days or refuses your refund claim, escalate to CASE at www.case.org.sg or contact CASE directly. Provide CASE with a copy of your original email to Paddle, Paddle's response, and your supporting documentation (screenshots, purchase receipt, proof of cancellation).
Paddle's registered office details
Paddle's corporate headquarters is located in London, United Kingdom, with operational offices in the United States and Ireland. For regulatory inquiries or formal complaints, Paddle's registered office address is available on the UK Companies House register under Paddle's company number. Singapore consumers typically resolve disputes faster by contacting Paddle's support team first and escalating to CASE rather than pursuing formal mail to Paddle's UK office, as email and CASE mediation achieve faster resolution in most cases.
Summary and your next steps
Cancelling a Paddle subscription in Singapore is straightforward if you cancel through the correct payment platform and request a refund within the 14-day window or under the Consumer Protection (Fair Trading) Act. Identify your payment method (Apple App Store, Google Play, PayPal, or credit card via Paddle), follow the exact cancellation steps outlined above, save your confirmation email, and monitor your bank statement or payment account for 5 to 14 days while the refund processes. If Paddle refuses your refund claim or charges continue after cancellation, escalate to CASE for mediation or enforcement action. Yafee has helped thousands of consumers cancel Paddle subscriptions and recover refunds by following these precise steps and using their saved confirmation emails as evidence. Start your cancellation today using the correct payment method, and you will stop future charges and recover your refund within two weeks.
Important warning
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