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Frequently asked questions
Cancel Clearwave: The Right Way
How to cancel Clearwave and reclaim control of your healthcare engagement
Understanding Clearwave and your cancellation rights
Clearwave is a digital patient engagement platform used by healthcare providers across South Africa to manage check-ins, appointments and payments. If you've switched clinics, relocated, or prefer to manage your healthcare interactions differently, you have a straightforward legal right to cancel your account.
Under South African consumer law, your right to cancel is protected from the moment you sign up. At Yafee, we help consumers understand exactly what they're entitled to and how to enforce those rights. This guide grounds your cancellation in the Consumer Protection Act (CPA) and walks you through every step, from initiating cancellation to confirming it's complete.
Who uses Clearwave in south africa
You interact with Clearwave if your healthcare provider has implemented their platform. Patients typically access Clearwave through web links sent by the clinic or via on-site check-in tools. When your provider switches platforms or you change clinics, you'll need to cancel your existing account and understand what happens to your personal health data.
Why you might cancel
Common reasons include switching to a different healthcare provider, relocating to an area where your current clinic is inaccessible, or choosing to manage appointments through direct contact rather than a digital platform. Yafee recognises that your reasons for cancellation are your own-and the law protects your right to exit without penalty or unnecessary delay.
Your consumer rights under south african law
The Consumer Protection Act grants you specific protections when cancelling digital services and subscriptions.
The 14-day right of withdrawal
Under section 5(3) of the CPA, you have the right to cancel any distance transaction-including online service agreements-within 14 calendar days of entering into the agreement. This is called your "right of withdrawal" and it applies to Clearwave regardless of what their terms and conditions state. The law supersedes any company policy that conflicts with consumer protection.
If you cancel within this 14-day window, you are entitled to a full refund of any charges paid. Clearwave must process this refund within 30 days of receiving your cancellation notice.
Transparency and cancellation information requirements
Under section 22 of the CPA, Clearwave must provide you with clear, accurate and easily accessible information about their cancellation process before you enter into the agreement. If they have hidden this information, made the cancellation process deliberately complex, or charged hidden fees for cancellation, they are in breach of the Act. The National Consumer Commission (NCC) can investigate and enforce compliance.
Your legal position
You have the right to cancel within 14 days for any reason with a full refund. After 14 days, you may still cancel at any time, although Clearwave may apply reasonable notice periods or early termination fees if they are clearly disclosed in the contract. If Clearwave refuses to honour your cancellation request or delays unreasonably, lodge a complaint with the National Consumer Commission (ncc.org.za). Document all communication and keep copies of your cancellation request.
Cancellation methods available to you
Clearwave provides multiple pathways to cancel, each with advantages for documentation and speed.
Step 1: online cancellation through your Clearwave account
The fastest and most direct method is to cancel through the Clearwave website or mobile app. Follow these steps:
- Sign into your Clearwave account with your email and password.
- Navigate to your account settings or profile menu (usually located in the top right corner or under a hamburger menu).
- Look for options labeled "Subscription", "Membership", "Account Settings" or "Billing".
- Select "Cancel Subscription", "End Membership" or "Delete Account".
- Follow the on-screen prompts and confirm your cancellation.
- Download or screenshot your cancellation confirmation for your records.
This method creates an instant digital record and is the cleanest route. If the option is not visible, contact Clearwave support-any deliberate concealment of the cancellation button violates the CPA.
Step 2: email cancellation to Clearwave support
If online cancellation is unavailable, email Clearwave directly. Use this procedure:
- Compose a clear email with the subject line: "Request to Cancel My Clearwave Account".
- Include your full name, email address associated with the account, and account number (if you have it).
- State: "I wish to cancel my Clearwave subscription effective immediately" or "effective [specify date]".
- If you are within 14 days of signup, explicitly state: "I am exercising my right of withdrawal under the Consumer Protection Act."
- Request written confirmation of cancellation.
- Send the email to Clearwave's support address (verify the current address on their website or your account statement).
- Save the email receipt and confirmation reply.
Email provides a timestamped record that you can present to the NCC if Clearwave disputes your cancellation later. Yafee recommends sending this via a service with delivery confirmation.
Step 3: telephone cancellation with documentation
If you prefer to speak directly, call Clearwave customer support. Adhere to this protocol:
- Call during business hours and have your account details ready.
- Ask to speak to a representative authorised to process cancellations.
- Provide your full name, email and account number.
- State clearly: "I wish to cancel my Clearwave account effective immediately."
- Ask for a cancellation reference number or confirmation code.
- Request that the representative send a written confirmation email to you.
- After the call, send a follow-up email summarising the cancellation and the reference number provided.
Telephone cancellation is valid, but without written confirmation it is weaker evidence. Always follow up with email to create a paper trail.
Step 4: registered letter or certified post (formal notice)
For maximum legal certainty, especially if Clearwave has been unresponsive, send a formal cancellation notice via registered mail to their business address. This step is your strongest evidence of intent and notification.
- Write a letter on your own letterhead or plain paper with your name, address, contact number and email.
- Address it to the Clearwave Innovations office in South Africa (Sandton address for registered correspondence).
- State: "I hereby give notice of cancellation of my Clearwave account, effective [today's date or within 14 days]."
- Include your account number, email and the reference number from any previous cancellation attempt.
- Request written acknowledgment of receipt.
- Send via South African Post Office registered mail or a courier with proof of delivery.
- Retain the proof of delivery receipt and the letter copy.
Registered mail is legally binding and demonstrates your good-faith compliance with the cancellation process. Yafee advises using this method if you anticipate disputes.
Timeline and processing requirements
The CPA sets clear timelines for how Clearwave must respond to your cancellation.
14-day cancellation window processing
If you cancel within 14 days of your agreement date, Clearwave must confirm your cancellation and process any refund within 30 days of receiving your notice. The company may not impose cooling-off periods longer than 14 days, and it cannot charge a penalty for exercising your right of withdrawal during this window.
Post-14-day cancellation timelines
After the initial 14 days, Clearwave may require reasonable notice (typically 30 days) before your cancellation takes effect. This period must be explicitly stated in your contract. During this notice period, you typically remain responsible for subscription fees unless the contract specifies otherwise.
Data retention and account closure
Once you submit your cancellation, Yafee recommends asking Clearwave in writing about their data retention policy. The Protection of Personal Information Act (POPIA) requires that they delete or anonymise your personal data within a reasonable timeframe after cancellation, unless they have a legal obligation to retain it. Request written confirmation that your data will be handled in compliance with POPIA.
Refunds and what to expect after cancellation
Understanding refund entitlements prevents confusion and ensures you recover the correct amount.
Refunds within the 14-day window
If you cancel within 14 days, you are entitled to a full refund of all charges paid. Clearwave must process this refund using the original payment method (credit card, bank transfer or debit order) within 30 days. If the refund does not appear within this timeframe, contact your bank or card issuer and provide them with your cancellation confirmation. Yafee advises tracking refund processing carefully to catch any delays.
Refunds after 14 days
Post-14-day cancellation refunds depend on your contract terms. Some agreements allow pro-rata refunds of unused service (cancellation effective at month-end, with a partial refund for the unused portion). Others may apply early termination fees. Review your original contract to confirm what applies. If the terms are unclear or appear to contradict the CPA, Yafee recommends requesting a written explanation from Clearwave before accepting the refund calculation.
Disputing a refund amount
If Clearwave calculates your refund incorrectly or fails to refund at all, document the expected amount and the amount received (if any). Contact your bank to dispute the charge if necessary. Simultaneously, lodge a complaint with the NCC, providing your cancellation confirmation, refund calculation and bank statements showing the discrepancy.
Pricing and typical subscription costs
Clearwave charges vary based on the healthcare provider's subscription plan, but understanding typical costs helps you verify refund calculations.
| Subscription tier | Typical monthly cost (ZAR) | Typical annual cost (ZAR) | Cancellation refund window |
|---|---|---|---|
| Basic patient portal | R 150 - R 300 | R 1,800 - R 3,600 | Full refund within 14 days |
| Standard clinic management | R 500 - R 800 | R 6,000 - R 9,600 | Full refund within 14 days |
| Premium multi-provider | R 1,200 - R 2,000 | R 14,400 - R 24,000 | Full refund within 14 days |
| Enterprise custom pricing | Negotiated | Negotiated | As per contract terms |
These figures are illustrative. Your actual cost depends on your provider's agreement with Clearwave. Always cross-reference your cancellation refund against your original invoice or bank statement.
Common mistakes to avoid during cancellation
Cancellation is straightforward when you follow the correct procedure, and these common pitfalls are easily sidestepped.
Mistake 1: assuming silence means cancellation
Do not assume your account is cancelled simply because you stop using the platform. Clearwave will continue charging your card or debit order until you formally submit a cancellation request. Always confirm cancellation in writing and retain proof. Yafee has helped thousands of consumers recover duplicate charges caused by delays in formal notification.
Mistake 2: deleting the app without cancelling the subscription
Removing the Clearwave app from your phone does not cancel your subscription. Charges will continue monthly. Only formal cancellation through the account settings or support channels stops billing.
Mistake 3: missing the 14-day withdrawal window
If you want to cancel with zero complications, do it within 14 days of signup. After this window closes, Clearwave may legally impose notice periods or early termination fees. Mark your signup date in your calendar and act within the statutory window.
Mistake 4: failing to keep cancellation confirmation
Always download or screenshot your cancellation confirmation. If Clearwave continues charging you after you've cancelled, you need proof that you submitted the request. Yafee recommends saving confirmation emails, cancellation reference numbers and registered mail receipts in a dedicated folder.
Mistake 5: not checking your bank statement after cancellation
Monitor your bank account or credit card for 30-45 days after cancelling. If Clearwave continues to debit your account, contact your bank immediately and provide your cancellation proof. Request a chargeback or reversal for unauthorised post-cancellation charges.
After cancellation: what happens next
Your cancellation is complete, but a few practical steps protect your interests after the account closes.
Confirm refund receipt
Track your refund using your bank app or by calling your bank. If Clearwave refunded within 30 days, confirm the amount matches your expectation. If the refund is delayed beyond 30 days or is short, escalate immediately.
Request a data deletion confirmation
Email Clearwave and ask: "Please confirm that all my personal data has been deleted or anonymised in compliance with the Protection of Personal Information Act (POPIA)." Request written confirmation. This step protects your privacy and creates a record if your data is misused later.
Inform your healthcare provider
If you're switching to a different appointment system, notify your clinic in writing that you have cancelled Clearwave. This prevents confusion and ensures you receive appointment notifications through your new channel.
Check for hidden charges
Review your final bank statement carefully. Look for any other Clearwave-related charges or linked subscription services (e.g., payment processing fees or integrations with other platforms). If you spot unexpected charges, raise them with Yafee or escalate to the NCC.
What to do if Clearwave refuses to cancel
Most cancellations proceed smoothly, but if Clearwave ignores your request or disputes your right to cancel, you have legal remedies.
Document everything
Save all communication: cancellation emails, phone call summaries, support tickets and their responses (or lack thereof). Note dates, times, names of representatives and reference numbers. This documentation is your evidence if you need to escalate.
Send a formal demand letter
If Clearwave has not confirmed cancellation within 5 business days, send a registered letter demanding immediate cancellation and citing section 5(3) of the CPA (your right of withdrawal, if applicable). Request a response within 5 business days. Keep the registered mail receipt.
Lodge a complaint with the national consumer commission
If Clearwave fails to respond or refuses to cancel without legal justification, file a complaint with the National Consumer Commission (NCC). Visit ncc.org.za to lodge your complaint online or contact them directly. Provide your documentation, cancellation request, and explanation of Clearwave's refusal. The NCC can investigate and compel the company to honour your rights.
Dispute charges with your bank
If Clearwave continues charging after you've formally cancelled, contact your bank and request a reversal or chargeback. Provide your bank with your cancellation confirmation and proof that charges continued after cancellation. Most banks will reverse unauthorised post-cancellation charges within 30 days.
Checklist before and after you cancel
Use this checklist to ensure your cancellation is complete and legally protected.
| Cancellation task | Status | Due date |
|---|---|---|
| Note your signup date (14-day window ends) | ☐ Complete | Day 1 |
| Submit cancellation request (online, email or phone) | ☐ Complete | Within 14 days of signup (or as soon as possible) |
| Retain cancellation confirmation or reference number | ☐ Complete | Immediately after submission |
| Request written confirmation from support if verbal or phone cancellation | ☐ Complete | Within 1 business day |
| Monitor bank account for refund | ☐ Complete | Within 30 days of cancellation |
| Verify refund amount matches expectation | ☐ Complete | Day 30 post-cancellation |
| Request data deletion confirmation from Clearwave | ☐ Complete | Within 5 business days of cancellation |
| Check final bank statement for hidden Clearwave charges | ☐ Complete | Day 45 post-cancellation |
Key contact details and support resources
Use these resources if you encounter difficulties or need to escalate your cancellation.
Clearwave support channels
Contact Clearwave through their website's support page or email [email protected] (verify the current email address on their website, as addresses may change). Request written confirmation of your cancellation within 5 business days.
National consumer commission (NCC)
If Clearwave refuses to cancel or delays unreasonably, lodge a complaint with the NCC:
- Website: ncc.org.za
- Email: [email protected]
- Phone: 0860 652 642 (toll-free)
- Postal address: The National Consumer Commission, 284 Main Road, Observatory, Cape Town, 7925
Provide the NCC with your cancellation request, Clearwave's response (or lack thereof), and all supporting documentation.
Your bank or card issuer
If Clearwave continues charging after cancellation, contact your bank's disputes department and request a reversal or chargeback. Most banks process these within 30 days.
Why choose yafee for cancellation guidance
At Yafee, we ground every cancellation in South African consumer law and help you navigate the process with confidence. Whether you're cancelling Clearwave, a medical aid scheme, a fitness membership or any other subscription, Yafee has helped thousands of consumers cancel quickly, recover refunds and escalate disputes to the NCC when necessary.
Our contract specialists understand the CPA inside out and translate complex legal language into clear, actionable steps. Yafee empowers you to stand up for your rights, retain proof of cancellation and recover money you're owed. If you're stuck at any stage, Yafee's guides provide the legal framework and practical procedure to move forward.
Conclusion: take control of your Clearwave cancellation
Cancelling Clearwave is a straightforward process when you follow the legal requirements and document every step. The Consumer Protection Act protects your right to cancel within 14 days with a full refund, and even after that window, you can exit with reasonable notice. Use the online method for speed, email for documentation, or registered mail for maximum legal certainty. Monitor your refund, confirm your data is deleted, and escalate to the NCC if Clearwave refuses to cooperate.
Yafee has helped thousands of South African healthcare users, freelancers and consumers cancel services and recover their money. Visit Yafee online to access more cancellation guides and consumer rights resources. Your cancellation begins today-follow the steps in this guide, keep your confirmation, and you'll reclaim control of your healthcare engagement platform choice.
Important warning
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