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Frequently asked questions
Cancel Max: The Right Way to Do It
How to cancel Max in singapore: protect your rights and stop paying
Why you might cancel Max and what to expect
Max is the streaming service formerly known as HBO Max, operated in Singapore by Home Box Office (Singapore) Pte Ltd, a subsidiary of WarnerMedia Direct Asia Pacific. The service delivers films, television series and exclusive content from HBO, Warner Bros. and affiliated studios directly to your device.
Your reasons for cancelling are your own - whether you've exhausted the content library, found another platform that suits your needs, or simply want to reduce your subscription costs. The process itself is straightforward once you understand your billing method and your legal entitlements under Singapore law. Yafee has supported thousands of consumers through subscription cancellations and can guide you through every stage so you cancel with confidence and full knowledge of your rights.
How Max bills you in singapore
Your subscription charge follows one of two distinct paths. First, Max may bill you directly through the platform's website or mobile app. Second, your charge may flow through a third-party intermediary such as Apple App Store, Google Play, Samsung TV, or your telecommunications or internet service provider. Identifying which method applies to your account is your essential first step, because each requires a different cancellation approach. Yafee recommends checking your most recent invoice or bank statement to confirm your billing source before you proceed.
The Max subscription plans available in singapore
Max offers four distinct subscription tiers in Singapore, each with different price points, streaming limits and feature sets. Understanding your current plan helps you verify you are cancelling the correct subscription and assess any refund entitlement you may hold.
| Plan name | Monthly price (SGD) | Annual price (SGD) | Key features | Recommended for |
|---|---|---|---|---|
| Max Standard (monthly) | S$14.48 | N/A | Stream on 2 devices, Full HD resolution, 30 downloads per month | Solo viewers |
| Max Ultimate (monthly) | S$18.98 | N/A | Stream on 4 devices, 4K UHD and Dolby Atmos, 100 downloads per month | Families and power users |
| Max Standard (annual) | N/A | S$129.98 | Stream on 2 devices, Full HD resolution, 30 downloads per month | Annual subscribers seeking savings |
| Max Ultimate (annual) | N/A | S$169.98 | Stream on 4 devices, 4K UHD and Dolby Atmos, 100 downloads per month | Annual subscribers, families |
All prices include Goods and Services Tax (GST) and reflect current pricing for Singapore. When you cancel your subscription, your billing ceases immediately. However, you typically retain access to the service through the end of your current billing period - whether that ends in weeks (for monthly plans) or months (for annual plans).
Your legal position and consumer rights in singapore
Singapore law establishes clear rights for consumers when cancelling subscription services.
The consumer protection (Fair trading) act and your safeguards
The Consumer Protection (Fair Trading) Act is the primary legal framework protecting you when you cancel Max. This legislation prohibits unfair contract terms, misleading representations and deliberate barriers to cancellation. Max cannot hide cancellation procedures in fine print, charge hidden fees to cancel, or design the cancellation process to be deliberately difficult or obscure.
Under this Act, Max has a legal obligation to display cancellation terms clearly and prominently before you complete your purchase. If the company breaches these standards - for example, by making cancellation available only by telephone during limited hours, or by charging an undisclosed cancellation fee - you have grounds to lodge a formal complaint with the Consumers Association of Singapore (CASE), Singapore's primary consumer authority.
Your legal position when cancelling
- Cancellation must be available through the same channel you used to subscribe (for example, if you subscribed via the Max app, you must be able to cancel via the Max app). If direct cancellation is not possible, Max must provide an equally convenient method.
- Max cannot charge you a cancellation fee unless that fee was explicitly stated in the contract before you agreed to purchase, and the charge is not itself an unfair term.
- If Max fails to deliver the streaming service you paid for (such as persistent outages, unavailable content, or account lockouts), you may be entitled to a refund under consumer law, even after you have cancelled.
- If you paid for an annual plan and Max breaches its service obligations, consumer law provides stronger protection for refunds than it does for monthly subscribers.
- You have the right to keep a copy of any cancellation confirmation email. This record protects you if a dispute later arises about whether you cancelled or whether a refund was processed.
Yafee strongly advises you to document your cancellation request with screenshots or forwarded emails. If Max refuses to cancel your account or withholds a refund you believe you are entitled to, this documentation will strengthen your complaint when you escalate to CASE.
How to cancel Max based on your billing method
Your cancellation path depends entirely on your billing source, so identify your method and follow the corresponding steps below.
Cancel Max if you subscribe and pay directly through Max
If you created your Max account and entered your credit or debit card details directly into the Max website or app, Max handles your billing. Follow these steps to cancel.
- Log into your Max account on the website (max.com) or open the Max mobile app on your device.
- If you cannot remember your password, select "Forgot password" and follow the reset link sent to your registered email address.
- Navigate to your Account Settings. This is typically found under your profile icon or a menu labeled "Settings" or "My Account".
- On the web, look for your profile picture in the top right corner and select "Account" or "Settings" from the dropdown menu.
- On the Max app, select the profile icon at the bottom right, then tap "Settings" or "Account".
- Locate the "Subscription" or "Billing" section within Account Settings.
- This section displays your current plan, your next billing date, and your payment method.
- Select "Cancel subscription" or "Manage subscription" and confirm you wish to cancel.
- Max may display a retention offer or prompt you to downgrade to a cheaper plan. You may ignore these and proceed with cancellation.
- If you wish to continue but at a lower price, you can downgrade instead of cancelling; however, your intent is to cancel entirely.
- Confirm your cancellation in the pop-up window or final screen. Your subscription will end at the close of your current billing period.
- Max will send a confirmation email to your registered address within minutes. Check your email (including spam folder) for this confirmation.
- Retain this confirmation email for your records. Screenshot it if possible.
- If you do not receive a confirmation email within 15 minutes, log out and log back in to verify that the cancellation was processed.
Cancel Max if you pay via apple app store (iOS)
If you subscribed to Max through an iPhone or iPad using Apple's App Store, Apple handles your billing and subscription management. Max does not directly control this cancellation.
- Open the Settings app on your iPhone or iPad.
- Do not open the Max app itself; you must use the iPhone Settings.
- Tap your name at the top of the Settings screen to access your Apple ID profile.
- If you do not see your name, you may not be logged into an Apple ID. Set up or sign in to your Apple ID first.
- Select "Subscriptions" from the menu.
- This displays all active subscriptions linked to your Apple ID.
- Find "Max" in the list and tap it.
- The screen shows your plan level, your next renewal date, and your payment method.
- Tap "Cancel subscription" or "Cancel free trial" (depending on your status).
- Apple will ask you to confirm. Select "Confirm" to proceed.
- Apple will send a cancellation confirmation email to the address associated with your Apple ID. Retain this email.
- Your Max access continues until your current billing period ends.
Cancel Max if you pay via google play
If you subscribed to Max through an Android phone or tablet using Google Play, Google handles billing. Max does not control this cancellation.
- Open the Google Play Store app on your Android device.
- Tap the profile icon in the top right corner.
- Select "Manage subscriptions" from the menu.
- This shows all active subscriptions on your Google account.
- Locate "Max" in the subscriptions list and tap it.
- The page displays your plan, renewal date and payment method.
- Tap "Cancel subscription".
- Google will ask you to confirm and may offer a retention discount. Proceed with cancellation.
- Google will send a confirmation email to your Gmail address. Retain this email.
- Your Max account access continues until the end of your current billing period.
Cancel Max if you pay via samsung smart TV or other device platforms
If you subscribed through a Samsung Smart TV or similar device (such as LG, Sony, or Roku), the device manufacturer handles billing.
- On your Samsung Smart TV (or corresponding device), navigate to the app store or subscription management section.
- For Samsung, this is typically the Samsung TV Plus or Apps section accessible from the home menu.
- Locate your account or subscription settings. This may be labeled "My Account", "My Subscriptions", or "Profile".
- Consult your device's manual or manufacturer's support site if you cannot find this section.
- Find "Max" in your active subscriptions and select it.
- The screen will show your plan and renewal date.
- Tap "Cancel" or "Unsubscribe".
- Confirm the cancellation when prompted.
- The device manufacturer will send a confirmation to the email on file. Retain this email.
- You may also cancel by contacting Samsung, LG, Sony, Roku or your provider's support directly if in-device cancellation fails.
Cancel Max if you pay via your internet service provider or telecommunications company
If your Max subscription is bundled with your internet or mobile plan (for example, through Singtel, StarHub, or M1), your telecommunications provider handles billing and must process your cancellation.
- Contact your provider's customer service by phone or online chat.
- Have your account number and phone number ready.
- Inform the representative that you wish to cancel your Max subscription (not your entire internet or mobile contract).
- Confirm that cancelling Max will not affect your internet or mobile service.
- Ask the representative to specify the cancellation date and your final billing date.
- Request a confirmation email or reference number for your cancellation request.
- Note the representative's name and time of call.
- Monitor your next invoice to confirm that Max is no longer charged.
- If Max appears on your next bill, contact your provider immediately with your confirmation details.
What happens after you cancel Max
Understanding the post-cancellation timeline and your remaining access helps you plan your viewing and manage refund expectations.
Your access during the notice period
When you cancel Max, your subscription does not terminate immediately. Instead, Max grants you continued access through the end of your current billing cycle. If you cancelled on 15 March with a monthly subscription renewed on 1 April, you retain full access to all content until 31 March at 23:59 SGT. This grace period applies to both monthly and annual plans. Use this time to download offline content you wish to keep or finish any programmes you are watching.
Refunds and what to expect
Max's refund policy depends on when you cancel relative to your billing date. If you cancel before your renewal date, you do not receive a refund for the current billing period - your paid access simply runs to the end of the cycle. If you paid for an annual subscription and cancel partway through the year, you may be entitled to a partial refund under consumer law, particularly if you can demonstrate that Max failed to deliver the service you paid for. Yafee advises that you should request this refund in writing within 30 days of cancellation if you believe you have grounds.
Max processes refunds (if approved) to your original payment method within 5 to 10 business days. If you paid via Apple App Store, Google Play, or your telecommunications provider, that intermediary handles the refund, not Max directly. Contact the intermediary if your refund does not appear after 14 days.
What happens to your downloaded content
If you downloaded Max content for offline viewing, those downloads remain on your device until you manually delete them or your device's storage is cleared. However, once your subscription ends and your access period expires, you cannot play these downloads. The Max app will prevent playback if it detects that your subscription is inactive. There is no way to preserve these downloads after cancellation, so plan accordingly.
Common mistakes to avoid when cancelling Max
Cancellation is straightforward if you follow the correct path for your billing method, but a few pitfalls can cause unnecessary delays or failed cancellations. Yafee has seen many consumers encounter these issues and can help you sidestep them entirely.
Mistake 1: cancelling through the wrong channel
Many consumers attempt to cancel by contacting Max support via email or social media, only to find that Max does not process cancellations through these channels. Yafee recommends cancelling directly through the platform or billing intermediary where you subscribed. If you subscribed via Apple App Store, cancel via Apple Settings, not by emailing Max. If you subscribed directly on max.com, cancel in your Max account settings, not by messaging Max on social media. Direct cancellation leaves you with an automated confirmation and clear proof of your cancellation.
Mistake 2: assuming your subscription has cancelled when it has not
Some consumers delete the Max app from their device and assume this stops billing. It does not. Deleting the app only removes the app from your device; your subscription contract remains active and charges will continue. You must formally cancel through your account settings or billing provider, not by deleting the app.
Mistake 3: failing to retain your cancellation confirmation
Max will send you a cancellation confirmation email, but this email can be easy to miss if it lands in your spam folder or if your email provider filters it. Screenshot your in-app cancellation screen as backup. If Max later claims you never cancelled and continues to charge you, this screenshot, combined with your bank statement showing the date you stopped being charged, constitutes strong evidence in your favour. Yafee advises saving this documentation for at least six months after cancellation.
Mistake 4: not checking your final invoice
After your subscription ends, monitor your next bank statement or credit card bill to confirm that Max is no longer listed as a charge. Occasionally, billing errors occur or cancellations fail silently. If Max appears on your statement after your planned cancellation date, contact your bank immediately and dispute the charge as unauthorized, then contact Max or your billing intermediary to escalate the failed cancellation.
When to escalate your cancellation complaint
Most Max cancellations proceed smoothly, but if Max refuses to cancel, continues to charge you after cancellation, or withholds a refund you believe you are entitled to, escalation is your recourse.
Step 1: document everything
Compile your evidence before you escalate. Retain screenshots of your cancellation request, cancellation confirmation emails, bank statements showing the charges, and any communications with Max support. Write down the dates and times of any phone calls or chat interactions, including the names of support representatives if provided.
Step 2: contact Max support in writing
Send a formal cancellation or refund request to Max via email or registered post. Describe the issue clearly (for example, "I cancelled my subscription on 10 March 2024 via my account settings, but Max has continued to charge me SGD 14.48 weekly" or "I paid SGD 129.98 for an annual subscription on 1 January 2024, but Max removed all content on 15 February due to a licensing issue; I am entitled to a pro-rata refund"). Include copies of your supporting evidence. Request a response within 14 days.
Step 3: lodge a complaint with CASE (Consumers association of singapore)
If Max does not respond within 14 days or refuses your request, file a complaint with CASE, Singapore's primary consumer advocacy body. CASE will investigate your complaint at no cost to you and mediate between you and Max. You can file your complaint online at case.org.sg or by visiting CASE directly at 170 River Valley Road, Singapore 179033. Provide CASE with your evidence and a clear description of your dispute. CASE has successfully resolved thousands of similar disputes and will represent your interests if Max refuses to comply with the law.
Contact details for Max cancellations and complaints in singapore
If you require assistance cancelling Max or need to escalate a complaint, use the following contact information. Home Box Office (Singapore) Pte Ltd is the registered operator of Max in Singapore.
| Contact method | Details | Best for |
|---|---|---|
| Max support website | help.max.com or max.com/support | General queries and troubleshooting |
| Max account settings (web) | Log in at max.com and navigate to Account > Subscription | Cancelling your subscription directly |
| Max account settings (app) | Open the Max app, select your profile icon, then Settings > Subscription | Cancelling your subscription directly |
| Registered office (postal) | Home Box Office (Singapore) Pte Ltd, SGX Centre I, 6 Battery Road, Singapore 049909 | Formal written complaints and escalations |
| Consumers Association of Singapore (CASE) | case.org.sg or 6100 0820 or 170 River Valley Road, Singapore 179033 | Formal consumer complaints and disputes |
Conclusion: cancel Max confidently with yafee's support
Cancelling Max in Singapore is a straightforward process when you follow the correct cancellation route for your billing method. The Consumer Protection (Fair Trading) Act protects you against unfair barriers to cancellation and entitles you to clear, accessible cancellation procedures. Whether you cancel directly through Max, via Apple App Store, Google Play, your smart TV, or your telecommunications provider, you now understand your rights and the step-by-step process required.
Document your cancellation confirmation, monitor your final billing statement, and retain your evidence for six months. If Max refuses to cancel, continues to charge you, or withholds a refund, escalate your complaint to CASE with your documented evidence. Yafee has guided thousands of consumers through subscription cancellations and disputes, helping them protect their rights and recover refunds they were entitled to. Use the contact details provided above, refer to this guide whenever you need clarity, and cancel with full confidence in your legal position.