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Frequently asked questions
Cancel Clarity: The Right Way to Protect Your Money
How to cancel Clarity in south africa and protect your money
Understanding Clarity and why you might want to cancel
Clarity operates as multiple services under the same brand name in South Africa, which creates confusion when you decide to cancel. You might subscribe to the Clarity SaaS platform (Complete Clarity (PTY) Ltd) for business analytics, the Clarity App for wellness services, or Clarity.fm for on-demand expert consultations. Each product has different cancellation procedures and refund policies, and at Yafee we've documented cases where customers contacted the wrong support team or missed critical refund windows as a result.
This guide walks you through cancelling your Clarity service, understanding your rights under South African consumer law, and avoiding costly mistakes. Whether you've decided to switch providers, found a better alternative, or discovered unexpected charges on your account, Yafee is here to help you cancel with confidence and recover money where you have the legal right to do so.
Which Clarity service you're using matters
Before you initiate cancellation, identify which Clarity product appears on your bank statement or device. The Clarity SaaS platform bills monthly or annually for business decision-making tools accessed via web portal. The Clarity App is a mobile wellness tool with in-app purchases and wallet recharges (often non-refundable by design). Clarity.fm charges you for scheduled calls with experts and applies refund rules based on whether the call occurred. Yafee recommends checking your email confirmation or app purchase history to confirm which service you're cancelling, because the steps and refund timelines differ materially.
Your consumer rights under south african law
Your right to cancel a subscription in South Africa derives from the Consumer Protection Act 68 of 2008 and the National Credit Act 34 of 2005. These laws protect you if Clarity fails to disclose terms clearly or if you fall within a protected cooling-off period.
The 14-day cooling-off period
Under section 5A of the Consumer Protection Act, if you enter into a distance contract (online purchase or phone sign-up), you have the right to cancel within 14 calendar days without providing reason, provided you have not yet received the service or goods in full. In the context of Clarity subscriptions, this 14-day window applies if you signed up online and have not substantially used the platform.
This cooling-off period begins on the day you conclude the contract, not the day you first use Clarity. To exercise this right, you must notify Clarity in writing within the 14-day window. Email constitutes valid written notice if it contains your full name, order details, and a clear statement that you wish to cancel.
Your legal position regarding refunds
If you cancel within the 14-day cooling-off period, you are entitled to a full refund of all amounts paid, provided you have not consumed the service in material part. Clarity must process this refund within 15 business days of receiving your notice of cancellation. If Clarity has already charged you for a full billing period, you can claim a pro-rata refund for the unused portion of that period.
After the 14-day period expires, your cancellation rights depend on the terms and conditions you accepted when you signed up. If Clarity's terms permit cancellation with notice at any time, you retain that right. However, some subscriptions are sold as non-refundable (especially in-app purchases through the Apple App Store or Google Play Store). In those cases, you must contact the relevant app store, not Clarity directly, to request a refund, as app stores impose their own cooling-off periods (typically 48 hours for Apple, 48 hours for Google Play).
If Clarity has misrepresented the service, failed to disclose material terms, or continued charging you after cancellation, you can lodge a complaint with the National Credit Regulator or the Consumer Goods and Services Ombud (CGSO). Yafee advises keeping all email confirmation and payment records as evidence.
How to cancel Clarity on each platform
The cancellation method depends on where you signed up and how payment is processed. We walk you through each platform step-by-step.
Cancel the Clarity SaaS platform (web-based)
If you use Clarity for business analytics accessed via web portal, follow these steps to cancel your subscription immediately.
- Sign in to your Clarity account at the web portal using your email and password.
- If you have forgotten your password, click "Forgot password" and reset it via email before continuing.
- Navigate to your account settings or billing dashboard.
- Look for tabs or menu items labelled "Account", "Billing", "Subscription", or "Settings".
- The location varies by platform version, so check the main menu or user profile icon.
- Find the option to cancel, pause, or downgrade your subscription.
- Most platforms label this "Cancel subscription", "Manage subscription", or "Downgrade plan".
- Click through and confirm your cancellation date. Your access normally continues until the end of your current paid billing period.
- If no self-service cancellation option exists, prepare a written cancellation request.
- Email Clarity support at the contact address you find on their website (clarity.co.za) with your full name, account email, and account number if you have it.
- Write clearly: "I request cancellation of my Clarity subscription effective immediately" or "effective [end of current billing period]".
- Keep a copy of your email and note the date you sent it.
- Receive cancellation confirmation via email.
- Do not delete this email. It proves when you cancelled and protects you if incorrect charges appear later on your statement.
Cancel Clarity purchases on apple app store or google play store
If you subscribed or made in-app purchases through your Apple or Google account, you must cancel through that app store, not directly through Clarity. Yafee emphasises this because many customers cancel within the Clarity app but continue paying through Apple or Google.
- Cancel via Apple App Store (if you purchased on iPhone or iPad).
- Open the Apple App Store app on your device.
- Tap your profile icon (top right corner), then select "Subscriptions".
- Find Clarity in your list of subscriptions and tap it.
- Tap "Cancel Subscription" and confirm your cancellation. You retain access until the end of your current billing period.
- Apple sends a confirmation email within minutes. Keep this as proof.
- Cancel via Google Play Store (if you purchased on Android).
- Open the Google Play Store app on your device.
- Tap your profile icon (top right), then "Payments and subscriptions".
- Select "Subscriptions" and find Clarity.
- Tap "Cancel subscription" and follow the prompts to confirm. You retain access until the end of your billing period.
- Google sends a confirmation email. Save this for your records.
Cancel clarity.fm expert call subscriptions
Clarity.fm operates as a separate service where you pay for on-demand calls with experts. Cancellation depends on whether you have an active subscription or have already booked a call.
- Log in to your Clarity.fm account using your registered email and password.
- Navigate to "Account settings" or "Subscription management" in the main menu.
- Locate your active subscription and click "Cancel" or "End subscription".
- Select your cancellation reason from the dropdown menu (optional step, but helpful for improving the service).
- Confirm that you understand any refund terms. If you have already paid for a call that has not yet occurred, check whether you can claim a refund.
- Clarity.fm typically refunds unused call credits within 30 days if you cancel before the call takes place.
- If the call has already occurred, no refund applies, even if you cancel immediately after.
- Receive a cancellation confirmation email with your refund status (if applicable). Retain this email as proof.
Refund timelines and what to expect after cancellation
Once you cancel Clarity, the timeline to refund depends on the product and payment method. Understand what to expect so you can monitor your bank account and identify if Clarity continues charging you unlawfully.
Web-based SaaS platform refunds
If you cancel the Clarity SaaS platform within the 14-day cooling-off period, Clarity must refund your full payment within 15 business days of receiving your cancellation notice. If you cancel after the cooling-off period, refund eligibility depends on your subscription terms. Many annual plans do not offer refunds if you cancel mid-term, though you retain access until the next renewal date. Monthly plans often permit cancellation with no penalty, and Clarity credits or refunds any unused portion of the final month.
App store refunds
Apple and Google process refunds through their own systems, not through Clarity. If you cancel an Apple subscription within 48 hours of purchase, Apple usually approves an automatic refund within 5-7 business days. Google Play allows refund requests within 48 hours. After 48 hours, both stores rarely approve refunds unless you report the subscription as unauthorised or fraudulent. Yafee advises requesting a refund immediately if you change your mind, as the 48-hour window is strict.
Clarity.fm expert call refunds
Clarity.fm processes refunds for unused call credits within 30 days of cancellation. If you paid by credit card, the refund appears as a credit on your next statement within 7-10 business days. If you paid by bank transfer or other method, Clarity initiates the refund but may take longer depending on your bank's processing speed.
Pricing and billing structure of Clarity services
Understanding how much you pay and on what cycle helps you decide whether to cancel and calculate the refund you should receive. The table below summarises typical Clarity billing structures in South Africa.
| Clarity service | Billing cycle | Typical cost (ZAR) | Refund after 14 days? |
|---|---|---|---|
| SaaS platform (annual) | Annual, paid upfront | R 3000 - R 12000 | Pro-rata refund if within 14 days |
| SaaS platform (monthly) | Monthly auto-renewal | R 300 - R 1200 | Full refund if within 14 days |
| Clarity App (in-app purchases) | Variable (per purchase) | R 50 - R 500 | No refund (non-refundable by design) |
| Clarity App (wellness subscription) | Monthly auto-renewal | R 99 - R 199 | Full refund if within 48 hours (app store only) |
| Clarity.fm (call credits) | Per-purchase or package | R 200 - R 2000 | Full refund if call not yet taken |
Note: prices and terms change. Check your invoice or account settings for your exact subscription cost and renewal date.
Common mistakes that cost you money
Cancelling Clarity is straightforward if you avoid these pitfalls. You have the law on your side, so take these steps to protect yourself.
Cancelling in the app but continuing to pay via app store
Many Clarity App users believe they have cancelled because they uninstalled the app or tapped "cancel" within Clarity. In reality, the subscription active on Apple or Google continues to auto-renew each month. Yafee has seen customers charged for six months or more after they thought they had cancelled. Always cancel via the app store (Apple App Store or Google Play Store), not within the Clarity app itself. Check your payment method settings in Apple or Google to confirm the subscription no longer appears.
Missing the 14-day cooling-off window
You have only 14 calendar days from the day you sign up to cancel and receive a full refund. After day 14, Clarity may deny your refund request even if you have barely used the service. If you are within this window, cancel immediately by sending a written email to Clarity support. Do not delay.
Failing to keep proof of cancellation
If Clarity continues charging you after you cancel, you need evidence of your cancellation date. Always retain the confirmation email from Clarity or the app store. If Clarity disputes your cancellation claim, this email is your proof in a complaint to the CGSO or your bank's dispute team.
Cancelling close to your renewal date without checking the end date
If you cancel on the 25th of the month and your subscription renews on the 1st of the next month, Clarity may process the renewal charge before your cancellation takes effect. Check your renewal date in your account settings before you cancel. If a charge posts after you cancel, contact Clarity immediately and request a refund, citing your cancellation confirmation email.
What happens after you cancel Clarity
Once your cancellation is confirmed, monitor your account and bank statements to ensure Clarity honours the cancellation. Yafee has helped thousands of consumers cancel subscriptions and knows what to watch for.
Check your access and your next billing date
After cancellation, your Clarity access continues until the end of your paid billing period (unless you cancel immediately during the 14-day cooling-off window). Log back into your account within 24 hours to confirm the cancellation has been recorded. Your account settings should show "Active until [end date]" or "Cancelled". If no cancellation confirmation appears, contact Clarity support again and request written confirmation.
Monitor your bank statement
Watch your bank or credit card statement for the next 15-30 days. If Clarity charges you after your cancellation date, immediately contact your bank and request a chargeback dispute (your bank calls this a "reversal" or "dispute"). Provide your bank with your cancellation confirmation email. Most banks reverse unauthorised charges within 5-10 business days.
Follow up if a refund does not appear
If you cancel within the 14-day cooling-off period and do not see a refund within 15 business days, email Clarity support again with the subject line "Refund request - [your account email] - [cancellation date]". Quote your cancellation confirmation email and request a refund status update. If Clarity does not respond within 7 days or refuses your refund, lodge a complaint with the Consumer Goods and Services Ombud (CGSO at www.cgso.org.za) or the National Credit Regulator (NCR at www.ncr.org.za).
Step-by-step checklist before and after cancellation
Use this checklist to ensure you cancel Clarity correctly and protect yourself from future charges.
| Task | Timing | Status |
|---|---|---|
| Identify which Clarity service you use | Before cancelling | ☐ SaaS platform ☐ Clarity App ☐ Clarity.fm |
| Check your next renewal or billing date | Before cancelling | ☐ Date: ____ |
| Note your account email and subscription reference number | Before cancelling | ☐ Done |
| Cancel via web, app, or app store (depending on service) | Within 14 days for full refund | ☐ Done |
| Save your cancellation confirmation email | Immediately after cancelling | ☐ Saved (create backup folder) |
| Check your account for cancellation confirmation within 24 hours | After cancellation | ☐ Status confirmed |
When to keep your Clarity subscription
Cancellation is right for you if you no longer use Clarity, have found a better alternative, or face unexpected charges. However, you should keep your subscription if you actively use it for business decisions, rely on the wellness features, or have scheduled expert calls. If you are considering cancellation only because of cost, check whether Clarity offers a cheaper plan or a pause option instead. Yafee recommends downgrading to a lower-tier subscription rather than cancelling entirely if you may need the service later, as re-signing often incurs new setup fees or longer cooling-off periods.
Contact details and escalation address for Clarity
If you cancel Clarity and encounter problems, contact the company directly first. If they do not respond or refuse your refund unlawfully, escalate to the authorities listed below.
Clarity customer support contact
Complete Clarity (PTY) Ltd
General Office Address: South Africa
Website: clarity.co.za
Email: Support via website contact form or in-app help centre
Cancellation requests: Send written email with your full name, account email, and cancellation date.
Escalation contacts if Clarity refuses your refund
Consumer Goods and Services Ombud (CGSO)
Website: www.cgso.org.za
Telephone: 012 471 3000
Email: [email protected]
Jurisdiction: Disputes over service delivery, billing, and refunds in South Africa.
National Credit Regulator (NCR)
Website: www.ncr.org.za
Telephone: 0860 627 627 (toll-free)
Email: Complaint form via website
Jurisdiction: Disputes over credit agreements, auto-renewal charges, and unauthorised debits.
Your bank or payment provider
If Clarity continues to charge you after cancellation, contact your bank or credit card issuer and request a chargeback dispute. Provide your cancellation confirmation email as evidence. Your bank has a legal obligation to investigate within 10 business days.
Final steps and confidence in cancelling
Cancelling Clarity is a straightforward process if you know which service you use and follow the correct steps for your payment method. Your rights under the Consumer Protection Act 68 of 2008 protect you: you have 14 days to cancel any distance contract in full, and Clarity must refund you within 15 business days. After the cooling-off period, your cancellation rights depend on the terms you accepted, but Clarity cannot continue charging you if you have submitted a valid cancellation request in writing.
Yafee has helped thousands of consumers navigate subscription cancellations and understand their rights in South Africa. If you follow the steps in this guide, cancel within the correct timeframe, and keep your confirmation email, you will recover your money and avoid future charges. If Clarity refuses your refund unlawfully, the Consumer Goods and Services Ombud and the National Credit Regulator have the power to investigate and compel refunds. Start your cancellation today with confidence, knowing that the law stands behind you.
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