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Frequently asked questions
Cancel Tunnelbear: The Right Way
How to cancel Tunnelbear and protect your refund rights in singapore
Why you might want to cancel Tunnelbear
Tunnelbear is a virtual private network (VPN) service that encrypts your internet traffic and masks your location, allowing you to access region-restricted content and browse privately. The service operates across multiple platforms-web, mobile, and desktop-with both free and paid subscription tiers available through its website, the Apple App Store, and Google Play.
You may be considering cancellation for valid reasons: the service no longer meets your needs, you have found an alternative that suits you better, or you simply want to reduce monthly expenses. Whatever your motivation, Yafee is here to guide you through the cancellation process with precision and clarity, ensuring you understand your consumer rights under Singapore law and retain any refund you are entitled to claim.
Understanding your subscription type
Tunnelbear offers flexible pricing with monthly and annual plans. Your subscription tier and purchase channel-whether you bought directly from tunnelbear.com, the Apple App Store, or Google Play-determine your cancellation method and refund eligibility. Annual plans purchased within the last 30 days qualify for Tunnelbear's money-back guarantee, a protection Yafee strongly advises you to verify before initiating cancellation.
Key timing considerations
The moment you initiate cancellation directly affects your refund status and service access duration. If you purchased an annual plan within 30 days through the Tunnelbear website, you may qualify for a full refund. Consequently, documenting your purchase date immediately allows you to act within the refund window if eligible. This single precaution can preserve your consumer rights and prevent unnecessary financial loss.
Your consumer rights when cancelling Tunnelbear
Singapore law provides you with specific protections when cancelling subscription services, and understanding these rights is essential before you proceed.
Consumer protection (Fair trading) act framework
Under Singapore's Consumer Protection (Fair Trading) Act, you have the right to fair trading practices, transparent billing, and non-misleading contract terms. The Competition and Consumer Commission of Singapore (CCCS) enforces these protections and investigates complaints of unfair conduct by service providers, including misleading cancellation procedures, unauthorized charges after cancellation, or refusal to honor advertised money-back guarantees.
In accordance with this framework, Tunnelbear must provide you with clear cancellation mechanisms, disable auto-renewal immediately upon your cancellation request, and retain your access until your paid billing period expires. If Tunnelbear violates these obligations-for example, by cutting off your service before your paid period ends or continuing to charge you after cancellation-you can lodge a formal complaint with the CCCS at www.cccs.gov.sg. Document all cancellation attempts, confirmation emails, and correspondence with Tunnelbear support to strengthen any complaint.
Your legal position
You retain the right to full service access until the end of your paid billing cycle. Tunnelbear cannot revoke service before this date without breaching fair trading standards. Furthermore, you are entitled to receive a refund for annual plans cancelled within 30 days of purchase, provided this is offered in Tunnelbear's terms. Keep screenshots of your account dashboard showing the cancellation confirmation and end-of-service date. This documentation protects you if disputes arise and strengthens any complaint to the CCCS.
Cancellation methods by platform
Your cancellation method depends entirely on where you purchased your subscription: directly from Tunnelbear's website, the Apple App Store, or Google Play. Yafee advises using the correct channel for your purchase to avoid delays and ensure immediate confirmation.
Cancel via the Tunnelbear website
This is the fastest and most direct cancellation route if you purchased your subscription directly from tunnelbear.com. You maintain full control and receive immediate confirmation on your account dashboard.
- Open your web browser and navigate to tunnelbear.com
- Sign in to your account using your email address and password
- If you have forgotten your password, click "Forgot password" and follow the email recovery instructions
- Check your inbox and spam folder for the password reset link
- Click on your account name or profile icon in the top-right corner
- Select "Account settings" or "Overview" from the dropdown menu
- Locate the "Subscription" or "Billing" section
- You will see your current plan, next billing date, and active status
- Click "Cancel subscription" or "Manage subscription"
- Tunnelbear may ask you to confirm your cancellation or select a reason from a dropdown list
- You can optionally provide feedback, but this step is not mandatory
- Review the cancellation confirmation message, which will state your service end date
- Take a screenshot of this confirmation for your records
- Verify that the confirmation email arrives in your inbox within minutes
- This email should state "Subscription cancelled" and confirm your service end date
- If you do not receive this email within 30 minutes, check your spam folder or contact Tunnelbear support
Cancel via apple app store (iOS)
If you purchased your Tunnelbear subscription through the Apple App Store on an iPhone or iPad, you must cancel through the App Store itself, not the Tunnelbear app. Apple handles billing and cancellation for app subscriptions.
- Open the Apple App Store on your iPhone or iPad
- Tap your profile icon (the circular image) in the top-right corner
- Select "Subscriptions" from the menu
- Find "Tunnelbear" in your active subscriptions list and tap it
- Tap "Cancel subscription"
- Apple will display your renewal date and ask you to confirm cancellation
- Tap "Confirm" to finalize the cancellation
- You will see a message confirming your subscription is cancelled and your service end date
- Screenshot this confirmation and retain it for your records
- Verify that Apple sends a confirmation email to your Apple ID email address
- This email confirms "You have cancelled your subscription to Tunnelbear"
- Note the service end date stated in this email
Cancel via google play (Android)
If you subscribed to Tunnelbear through Google Play on an Android device, Google manages your billing and cancellation. You must use the Google Play app or website to cancel, not the Tunnelbear app itself.
- Open the Google Play Store app on your Android device
- Alternatively, visit play.google.com on your web browser
- Tap your profile icon (top-right corner) and select "Payments and subscriptions"
- Tap "Subscriptions"
- Select "Tunnelbear" from your active subscriptions
- Tap "Cancel subscription"
- Google will ask you to confirm and may request feedback on why you are cancelling
- Confirm the cancellation by tapping "Cancel subscription" again
- You will see a confirmation message with your service end date
- Take a screenshot of this confirmation
- Check your email (the address associated with your Google account) for a cancellation confirmation
- Google typically sends this within minutes
- The email confirms "Your subscription to Tunnelbear has been cancelled"
Refund eligibility and how to claim
Your refund eligibility depends on your subscription type, purchase date, and purchase channel. Yafee advises checking these details immediately to determine whether you qualify for a refund under Tunnelbear's money-back guarantee.
Money-back guarantee for annual plans
Tunnelbear offers a 30-day money-back guarantee for annual plans purchased directly through tunnelbear.com. This means if you cancel your annual subscription within 30 days of purchase, you can claim a full refund of your subscription fee. Nevertheless, this guarantee applies only to direct purchases on the Tunnelbear website; subscriptions purchased through the Apple App Store or Google Play are subject to Apple's and Google's respective refund policies, not Tunnelbear's 30-day guarantee.
To claim a refund on an annual plan cancelled within 30 days:
- Verify your original purchase date by checking your invoice or confirmation email
- Confirm that you are within 30 days of this date
- Cancel your subscription through your Tunnelbear account (following the website cancellation steps above)
- Contact Tunnelbear support via email and request a refund
- Include your account email address, original purchase date, and cancellation confirmation number
- Reference Tunnelbear's 30-day money-back guarantee in your request
- Tunnelbear support will review your request and process the refund to your original payment method within 5 to 10 business days
- Keep copies of all correspondence with Tunnelbear for your records
Refunds for app store and google play subscriptions
If you purchased your subscription through the Apple App Store or Google Play, Apple and Google-not Tunnelbear-manage refunds. Both platforms allow refunds for subscriptions cancelled within a limited period under their respective policies.
| Platform | Refund window | Process |
|---|---|---|
| Apple App Store | Up to 14 days from purchase (varies by region) | Contact Apple Support via www.apple.com/contact; include your order number and cancellation confirmation |
| Google Play | Up to 48 hours from purchase | Visit play.google.com, access order history, find Tunnelbear, and request a refund; Google processes automatic refunds within 3 to 5 business days |
| Tunnelbear website | 30 days from annual plan purchase | Contact Tunnelbear support with proof of purchase and cancellation date; refund issued within 5 to 10 business days |
Essential steps after cancellation
Cancellation is not instantaneous, and understanding what happens next prevents confusion and protects your consumer interests.
Service access after cancellation
When you cancel your Tunnelbear subscription, your paid access period does not end immediately. You retain full service access until the end of your current billing cycle-whether that is the end of the current month or year, depending on your plan. For example, if you cancel on 10 March and your annual plan renews on 15 June, you can use Tunnelbear until 14 June inclusive. On 15 June, Tunnelbear automatically revokes access.
Document your service end date immediately after cancellation. This date appears in your cancellation confirmation email and on your account dashboard. If Tunnelbear cuts off your access before this date, this violates fair trading standards, and you can lodge a complaint with the CCCS.
Preventing accidental re-subscription
After you cancel, Tunnelbear's auto-renewal feature must disable automatically. Nevertheless, Yafee recommends verifying this on your account dashboard one week after cancellation. Log in to your Tunnelbear account and check that your subscription status reads "Cancelled" or "Inactive." If the status shows "Active" or displays a new renewal date, contact Tunnelbear support immediately to request manual disabling of auto-renewal. Retain screenshots showing the corrected account status.
Uninstalling the app
Uninstalling the Tunnelbear app from your devices is optional but recommended to avoid accidental reconnection after your service expires. Simply deleting the app does not affect your subscription status or access during your paid period. You can uninstall immediately after cancellation without consequence.
Tunnelbear pricing and subscription options
Understanding your subscription costs and plan options helps you determine whether cancellation makes financial sense and identifies your refund eligibility.
| Plan | Billing period | Monthly cost | Annual cost | Free tier available |
|---|---|---|---|---|
| Premium monthly | 1 month (auto-renews monthly) | SGD 4.99 | Not applicable | No |
| Premium annual | 12 months (auto-renews annually) | SGD 3.33 per month (billed annually) | SGD 39.99 | No |
| Free plan | Unlimited | Free | Not applicable | Yes (limited bandwidth) |
Common mistakes to avoid during cancellation
Cancellation is straightforward when you follow the correct steps, and avoiding these common errors ensures your subscription terminates cleanly and your refund claim succeeds if eligible.
Mistake 1: using the wrong cancellation channel
If you purchased via the Apple App Store or Google Play, cancelling through the Tunnelbear website will not work. Your cancellation request will fail or be ignored because Apple and Google own your subscription, not Tunnelbear. Yafee emphasizes that you must use the platform where you originally purchased to initiate cancellation. Check your original purchase confirmation email to identify the correct channel.
Mistake 2: confusing "delete account" with "cancel subscription"
Deleting your Tunnelbear account is a separate action from cancelling your subscription. Deleting your account closes your profile permanently and may prevent you from claiming a refund later. Always cancel your subscription first, wait for confirmation, and only delete your account if you are certain you no longer need access to order history or refund documentation. Retain your account for at least 90 days after cancellation as evidence for any complaint.
Mistake 3: not documenting cancellation confirmation
Screenshot your cancellation confirmation from your account dashboard and save the confirmation email from Tunnelbear or the payment platform. If a billing dispute arises, this documentation proves you cancelled on a specific date. Without these records, Tunnelbear or your payment processor can claim you did not cancel, leaving you liable for unexpected charges. Yafee advises treating this documentation as essential protection for your consumer rights.
Mistake 4: assuming immediate service termination
Your service does not end the moment you click "Cancel." You retain access until the end of your paid billing period. If you attempt to use Tunnelbear after your paid period ends and encounter access issues, contact Tunnelbear support with your cancellation confirmation to clarify your end date. Do not assume you are entitled to a refund for any remaining paid time.
Mistake 5: missing the 30-day refund window
If you purchased an annual plan and wish to claim a refund, you must cancel within 30 days of purchase. Cancelling on day 31 forfeits your refund eligibility permanently. Check your original purchase date immediately after deciding to cancel. If you are near the end of the 30-day window, prioritize cancellation by contacting Tunnelbear support directly with your purchase receipt to ensure your claim is processed on time.
Escalation and complaints procedure
If Tunnelbear refuses to honor a legitimate cancellation request or withholds a refund you are entitled to, the Competition and Consumer Commission of Singapore provides a formal dispute resolution channel.
Lodging a complaint with the CCCS
The CCCS investigates complaints of unfair trading practices, misleading terms, and unauthorized billing. You can file a complaint online at www.cccs.gov.sg or by contacting the CCCS directly. Your complaint should include the following:
- Your full name, contact email, and phone number
- Your Tunnelbear account email address and any associated reference numbers
- Original purchase date and invoice or confirmation email
- Date and method of your cancellation request
- Screenshots of your account showing cancellation status
- Copies of all emails with Tunnelbear support
- A detailed description of the unfair practice (e.g., continued charges after cancellation, refusal to honour money-back guarantee)
- Amount of money involved and the remedy you are seeking
The CCCS has 30 days from receipt to acknowledge your complaint. Investigations typically take 4 to 8 weeks. Consequently, maintain copies of all correspondence and remain available to provide additional evidence if requested. Yafee advises noting that filing a complaint with the CCCS does not prevent you from pursuing civil action if the CCCS investigation does not resolve the matter to your satisfaction.
Checklist for cancelling Tunnelbear successfully
Use this checklist to ensure you complete every step and protect your consumer rights throughout the cancellation process.
| Action | Status | Notes |
|---|---|---|
| Verify original purchase date and channel (website, App Store, or Google Play) | Completed / Pending | Check confirmation email for purchase date |
| Confirm eligibility for 30-day refund (annual plans only, within 30 days of purchase) | Completed / Pending | If eligible, prioritize cancellation to meet deadline |
| Cancel subscription using the correct platform (website, App Store, or Google Play) | Completed / Pending | Use the platform where you originally purchased |
| Screenshot cancellation confirmation from account dashboard | Completed / Pending | Include service end date in screenshot |
| Retain cancellation confirmation email from Tunnelbear, Apple, or Google | Completed / Pending | Save email subject, date, and content for at least 90 days |
| Verify auto-renewal is disabled on account dashboard (check one week after cancellation) | Completed / Pending | Status should read "Cancelled" or "Inactive" |
| If eligible, submit refund request to Tunnelbear support within 30 days of purchase | Completed / Pending | Include purchase receipt and cancellation confirmation |
| Monitor bank or payment account for any charges after service end date | Completed / Pending | If charged unexpectedly, contact Tunnelbear immediately with cancellation proof |
| If complaint is necessary, gather all documentation and file with CCCS at www.cccs.gov.sg | Completed / Pending | Include all emails, screenshots, and proof of cancellation and non-resolution |
How yafee helps you cancel with confidence
Yafee is a legal guidance platform designed to translate contract law into clear, actionable steps for everyday consumers. Our mission is to ensure you understand your cancellation rights and navigate subscription termination without confusion or financial loss. Yafee has helped thousands of consumers cancel subscriptions like Tunnelbear by breaking down complex cancellation procedures into simple steps, identifying refund eligibility, and explaining your rights under Singapore consumer law. When you use Yafee, you access precise legal guidance grounded in the Consumer Protection (Fair Trading) Act and guidance from the Competition and Consumer Commission of Singapore.
Yafee's platform connects you with verified cancellation procedures, regulatory escalation routes, and documentation templates to strengthen any complaint. Whether your cancellation is routine or contested, Yafee provides the clarity and confidence you need to protect your money and enforce your rights. Visit Yafee.com today to explore cancellation guides for hundreds of services and access direct support if your cancellation encounters resistance.
Tunnelbear cancellation address and contact information
If you need to submit a formal written cancellation request by post, the following mailing addresses have been identified as associated with Tunnelbear's operations:
Primary mailing address:
Tunnelbear
Slack Technologies Limited
303 Second Street
San Francisco, CA 94107
United States
Alternative contact address:
Tunnelbear
McGill University Building
Montreal, Quebec
Canada
For cancellation by email, contact Tunnelbear support through the support form on tunnelbear.com or email support directly if an email address is displayed in your account settings. In accordance with consumer protection standards, Tunnelbear must acknowledge written cancellation requests within 14 days and confirm cancellation within 30 days. Retain proof of postage or email delivery to evidence your cancellation attempt if disputes arise later. Yafee advises using the website cancellation method as your first choice, as it provides immediate confirmation and eliminates delays associated with postal delivery.
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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