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Frequently asked questions
Cancel Cleeng: The Right Way to Reclaim Control
How to cancel your Cleeng subscription in singapore and keep control of your billing
Understanding Cleeng and why you might want to cancel
Cleeng is a payment and subscription management platform that operates behind the scenes for media publishers, broadcasters, and streaming services across Asia. You do not subscribe directly to Cleeng. Instead, when you purchase a video subscription through a publisher's website or mobile application, Cleeng processes your payment, manages your billing cycles, and controls your access in the background.
If you hold a subscription powered by Cleeng and wish to cancel, you must do so through the publisher's platform or the app store where you made your original purchase. Understanding this layered structure helps you cancel efficiently and prevents unexpected charges. Yafee specializes in guiding consumers through exactly these types of cancellation processes, and we are here to walk you through the steps.
Who actually controls your subscription
This distinction is crucial: Cleeng provides the infrastructure, but the publisher is your merchant. When you subscribed to a video service, news platform, or streaming broadcaster, that company selected Cleeng to power their payment system. You hold a contract with the publisher, not with Cleeng. This matters when you cancel, because the publisher controls your account settings, refunds, dispute resolution, and data deletion.
Why cancellation timing matters
Monthly subscriptions renew automatically unless you cancel before the renewal date. If you do not act in time, your card will be charged again. In Singapore, the Consumer Protection (Fair Trading) Act protects you by requiring transparent billing and fair trading practices. Automatic renewal clauses are lawful as long as traders disclose them clearly before you purchase. The responsibility to cancel on time rests with you, which is why Yafee exists: to ensure you cancel when you intend to.
Your consumer rights under singapore law
Singapore law grants you specific protections when you purchase digital subscriptions, but these rights come with important limits and conditions.
What the consumer protection (Fair trading) act guarantees
The Consumer Protection (Fair Trading) Act is the primary law that governs your subscription contract. Under this Act, traders must act fairly and honestly. They must disclose the main contract terms-including price, billing frequency, and how to cancel-before you commit to purchase.
However, digital content delivered immediately (such as video access) does not qualify for the standard 14-day cooling-off period that applies to physical goods or services delivered later. Once you access the content, you generally cannot cancel and reclaim your money simply because you changed your mind, unless the service failed or the trader broke the contract terms.
When you have grounds for a refund or cancellation without penalty
Your legal position strengthens if any of the following apply:
- The service was unavailable, interrupted, or did not perform as promised.
- Content was missing, removed without notice, or withheld without explanation.
- You were charged twice for the same subscription in a single billing cycle.
- The publisher failed to process your cancellation request despite your timely submission.
- The billing terms were not clearly displayed or explained before you paid.
- The renewal price changed without your explicit prior consent.
If a publisher refuses a legitimate refund claim, you can escalate to the Consumers Association of Singapore (CASE) for free mediation or lodge a complaint with the Infocomm Media Development Authority (IMDA) if broadcast or media content is involved. Yafee recommends you document every communication, screenshot every charge, and keep proof of your cancellation request to support any claim.
Cancellation methods for cleeng-powered subscriptions
You have three primary routes to cancel a Cleeng subscription, each with different timelines and success rates.
Method one: cancel through the publisher's website
This is the most direct route and typically the fastest to confirm. You log into the publisher's account, locate the subscription settings, and switch off automatic renewal.
- Open the publisher's website on your browser or visit their official mobile app.
- Navigate to the homepage and locate the sign-in button or account link.
- If you subscribed to a news outlet, streaming broadcaster, or specialist video service, go to that specific company's site.
- Sign in with your registered email address and password.
- If you cannot remember your password, use the "Forgot Password" link immediately.
- Check your email inbox (and spam folder) for the reset link within two minutes.
- Navigate to your account settings or subscription management section.
- Look for tabs or buttons labelled "Account", "My Subscription", "Billing", "Settings", or "Profile".
- Some publishers hide this in a dropdown menu under your name or profile picture.
- Locate your active subscription and select "Manage", "Edit", or "Cancel Subscription".
- Review the subscription name, price, and renewal date to confirm you are cancelling the correct one.
- Read any cancellation warnings or loss-of-access notices.
- Confirm the cancellation and request a cancellation confirmation email.
- The system should display a message confirming the cancellation date and when your access will end.
- Screenshot this confirmation immediately.
- Check your email within five minutes for a confirmation message from the publisher.
Method two: cancel through your app store account
If you subscribed through the Apple App Store, Google Play Store, or another third-party app marketplace, you must cancel through that store's billing settings, not through the publisher's app itself. Consequently, the publisher's cancellation option may not work.
- Open the App Store or Google Play Store app on your phone or tablet.
- On Apple devices, open the App Store app and tap your profile icon in the top right corner.
- On Android devices, open Google Play, tap your profile icon, and select "Payments and subscriptions".
- Navigate to your subscriptions list.
- iPhone/iPad: tap "Subscriptions" from the account menu.
- Android: select "Manage subscriptions" from the payments menu.
- Identify the Cleeng-powered subscription you want to cancel.
- The subscription name will match the publisher's name (for example, a news outlet, broadcaster, or video service).
- Verify the renewal date, price, and billing frequency.
- Tap on the subscription and select "Cancel Subscription" or "Turn Off Renewal".
- The app store will ask you to confirm by tapping a cancellation button again.
- You may see prompts offering discounts or billing period changes; ignore these if you want to cancel.
- Confirm the cancellation and save proof.
- The app store will display a cancellation confirmation with the date your access ends.
- Take a screenshot immediately and note the date.
- The store should send a confirmation email to your account email address.
Method three: contact the publisher's customer support
If the website or app store method fails, or if you cannot access your account, contact the publisher's customer support team directly. This method is slower but creates a documented record.
- Locate the publisher's official contact channels.
- Visit the publisher's website and search for "Contact Us", "Support", or "Help".
- Look for email, live chat, phone, or support ticket options.
- Email is preferable because it creates a written record.
- Prepare your cancellation request email.
- State your full name, registered email address, and account details.
- Write: "I request cancellation of my subscription effective immediately. Please confirm the cancellation date and any access you provide until that date."
- Provide your subscription start date and the price you have been paying.
- Send the email from the same email address linked to your subscription.
- Keep a copy of your sent email in a folder for reference.
- Do not use casual language or threats; remain professional and factual.
- Set a reminder to follow up within three business days if you do not receive a response.
- A professional publisher should reply within 48 hours.
- If no response arrives, send a second email referencing your first message and the Consumer Protection (Fair Trading) Act.
- File the response and cancellation confirmation email.
- Once you receive confirmation, take a screenshot and store it with your first email.
- Note the exact cancellation date in your calendar.
Timeline and what happens after you cancel
Understanding what occurs after cancellation helps you avoid billing surprises and confirms your action was successful.
Immediate steps after cancellation
The moment you submit your cancellation request, several things occur in sequence. Your access does not end immediately in most cases; you retain access until your current billing period expires. For example, if you cancelled on 15 February and your renewal date is 28 February, you keep full access until 28 February at 11:59 PM. After that moment, the publisher's system revokes your login credentials and you cannot access the content.
Check your email for a confirmation message from either the publisher or the app store within five minutes of cancelling. If you do not receive this email, your cancellation may not have processed. Yafee strongly recommends you log back into your account immediately and verify the subscription status or contact support again if the subscription still appears active.
Monitoring your bank or payment method
After cancellation, monitor your credit card or bank account for 30 days to ensure no further charges appear. If the renewal date has not yet passed at the time you cancel, you should see no charge on your next statement. If a charge appears after your cancellation, contact the publisher immediately and request a refund, then dispute the charge with your bank if the publisher refuses.
Furthermore, if you cancelled through an app store, verify that the subscription disappeared from your active subscriptions list within 24 hours. If it remains listed, the cancellation may not have executed fully.
Accessing your account data before access ends
If you had content saved in your account (such as playlists, bookmarks, or viewing history), download or screenshot this information before your access expires. Once the publisher revokes your login, you cannot retrieve this data. Some publishers offer a data export feature; check the account settings or contact support if this matters to you.
Pricing and refund eligibility
Cleeng-powered subscriptions vary widely in price depending on the publisher. The table below outlines typical pricing structures and refund rules in Singapore.
| Subscription type | Typical price range (SGD) | Refund if cancelled mid-cycle | Best option for savings |
|---|---|---|---|
| Monthly video streaming | S$8-S$20 | No pro-rata refund unless service failed | Cancel at least 2 days before renewal |
| Annual news or content pass | S$60-S$150 | Refund possible if cancelled within 14 days of purchase (rare) | Request refund immediately after purchase if unsure |
| Premium broadcaster package | S$15-S$35 | No refund unless content unavailable or service breach | Cancel 3-5 days before renewal date |
| Trial subscription (if offered) | Free for 7-30 days | No charge if cancelled before trial ends | Set a reminder for day before trial ends |
| Multi-channel media bundle | S$25-S$50 | No partial refund unless contract breached | Cancel immediately if any channel is removed |
| Specialist or niche service | S$5-S$40 | Depends on publisher terms; check before purchasing | Request written cancellation policy before subscribing |
How to claim a refund if you qualify
You qualify for a refund in limited circumstances. If the service was unavailable, content was removed without notice, or you were charged in error, you have grounds to request repayment. Initiate your refund claim by contacting the publisher's support team using the same email method described above. State the reason clearly, provide your subscription dates, and request a refund to your original payment method. The publisher must respond within 14 days under Singapore's consumer protection standards. If they refuse and you believe the refusal is unfair, escalate to the Consumers Association of Singapore or, if applicable, the IMDA.
Common cancellation mistakes to avoid
Cancellation often fails silently, meaning your request does not process but you receive no error message. Vigilance prevents accidental charges.
Mistake one: assuming the app cancellation is final
Many consumers cancel their subscription through the app (by uninstalling it, for example) but do not cancel the actual subscription through the app store or publisher account. The subscription remains active in the background and charges your payment method every month. Always cancel through the app store account settings or the publisher's website, not by deleting the app.
Mistake two: missing the renewal date
If you cancel after the renewal has already processed, you have paid for another month. To avoid this, mark your renewal date in your phone calendar and cancel at least three days before it arrives. Yafee recommends setting two calendar reminders: one a week before the renewal date and another three days before.
Mistake three: not saving confirmation emails
Without written proof of cancellation, you have no evidence if a dispute arises. Save every confirmation email, screenshot every account page showing cancellation status, and note the exact date and time you cancelled. These records are essential if you need to dispute a charge with your bank or file a complaint with CASE.
Mistake four: forgetting to cancel subscriptions purchased as gifts
If you received a subscription as a gift and it auto-renews under your payment method, you must cancel it yourself. The gift giver is not responsible for cancellation. Log into your account and follow the cancellation steps above, or the charge will repeat automatically.
Mistake five: failing to distinguish between the app and the subscription
Deleting the app from your phone does not cancel the subscription. You must cancel the subscription contract through the website or app store. Many users discover this mistake when a charge appears on their statement a month after they thought they had cancelled.
What to do if the publisher refuses to cancel
If a publisher ignores your cancellation request or claims the subscription cannot be cancelled, you have legal remedies.
Step one: document and escalate to the publisher
Send a formal email to the publisher's customer support and management team. Reference the Consumer Protection (Fair Trading) Act and state that cancellation is your legal right. Write: "Under the Consumer Protection (Fair Trading) Act, I have the right to cancel this subscription. I am requesting written confirmation of my cancellation within five business days. If I do not receive this, I will file a complaint with CASE and dispute any subsequent charges with my bank." Keep this email and send it from a Gmail or other email service with a time-stamped record.
Step two: dispute the charge with your bank
Contact your bank or credit card company and inform them that you cancelled a subscription but were charged anyway. Request a chargeback or refund for the unauthorized charge. Provide the bank with screenshots of your cancellation request and the charge on your statement. Banks process chargebacks within 30-60 days.
Step three: file a complaint with CASE or IMDA
The Consumers Association of Singapore (CASE) offers free mediation services. Visit case.org.sg and submit a complaint with evidence of your cancellation request and the publisher's refusal. CASE will contact the publisher and attempt to resolve the dispute. If the content involves broadcasting or media services, the Infocomm Media Development Authority (IMDA) also accepts complaints. Yafee advises you to include all documentation: cancellation emails, screenshots, bank statements, and the publisher's refusal message.
Checklist before and after cancellation
Use this checklist to ensure you cancel correctly and protect yourself from disputes.
| Task | Before cancelling | After cancelling |
|---|---|---|
| Note subscription details | Record the publisher name, subscription price, and renewal date | Confirm these match the cancellation confirmation |
| Save your account password | Ensure you can log in to the publisher's site | Change password after cancellation for security |
| Download any saved content | Export playlists, bookmarks, or viewing history | Access lost after renewal date; download before then |
| Choose cancellation method | Decide: website, app store, or email to support | Use the method that generated a confirmation email |
| Request written confirmation | Submit cancellation and ask for confirmation email | Save all confirmation emails and screenshots |
| Monitor billing | Know your next renewal date | Check bank statement for 30 days; dispute any charge |
Address and contact information for Cleeng in singapore
Cleeng operates a global payment platform but does not maintain a public office address in Singapore. The company's registered offices are located in New York (United States), Amsterdam (Netherlands), Poznań (Poland), and Manila (Philippines). No Singapore address is published on the official Cleeng website or in public business registries.
Because Cleeng does not have a Singapore office, complaints about Cleeng directly must be escalated through the publisher you paid. Nevertheless, if you have a billing dispute or believe Cleeng processed a transaction incorrectly, contact the publisher's support team first. They liaise with Cleeng on your behalf. If the publisher does not resolve your issue, file a complaint with the Consumers Association of Singapore (CASE) at case.org.sg or call 1800-6100-6 (toll-free). For media-related services, contact the Infocomm Media Development Authority (IMDA) at www.imda.gov.sg.
Summary and next steps
Cleeng powers subscriptions for hundreds of publishers across Asia, but you cancel through the publisher, not through Cleeng directly. Singapore law-specifically the Consumer Protection (Fair Trading) Act-guarantees you the right to cancel your subscription and protects you from unfair billing practices. Consequently, remember these critical steps: (1) cancel through the publisher's website or app store at least three days before your renewal date; (2) request and save a written cancellation confirmation; (3) monitor your bank account for 30 days; and (4) contact CASE or IMDA if the publisher refuses to honour your cancellation.
Yafee has helped thousands of consumers navigate multi-layered cancellation processes like this one. We understand that Cleeng's behind-the-scenes role creates confusion, and that confusion often costs you money in unwanted renewal charges. By following the methods and timelines in this guide, you take control of your subscriptions and protect your billing. Yafee is here to ensure you cancel when you decide to cancel, without delay or dispute. Start your cancellation today using the step-by-step instructions above, and reclaim your peace of mind.
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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