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Frequently asked questions
Cancel Cleeng: The Right Way
How to cancel Cleeng and stop recurring charges in south africa
What is Cleeng and why you might want to cancel
Cleeng is a subscription and monetisation platform that broadcasters, media publishers and streaming services use to manage paywalls, recurring payments and access control across South Africa. When you subscribe to video content through a broadcaster's website or mobile app, Cleeng typically handles the payment processing and access permissions behind the scenes. You never interact directly with Cleeng as a consumer; instead, you work through the broadcaster's platform that has integrated their service.
Your reasons for cancelling are valid. Whether you are reducing subscriptions, switching to a competitor, experiencing service failures or simply no longer watching the content, cancellation should be straightforward. The challenge is that Cleeng operates differently depending on where you subscribed: directly on a broadcaster's website, through Google Play on Android, or via Apple's App Store. Each platform has its own cancellation method, timing rules and refund policies.
Who uses Cleeng in south africa
Cleeng powers subscription services across broadcasters, streaming platforms and media publishers throughout South Africa. If you are paying for video content, sports streaming, educational platforms or premium news services through a local or international broadcaster's app or website, your payment is likely processed by Cleeng. You may never see the Cleeng name in your account settings, but understanding how it works helps you cancel faster and protect your refund rights. Yafee has compiled this guide to help you navigate cancellation regardless of which broadcaster you subscribed through.
Why cancellation matters now
South Africa's Consumer Protection Act requires that you have the right to cancel recurring subscriptions without unreasonable barriers or hidden obstacles. Cleeng integrates multiple payment channels, and knowing which one processed your payment is the first step to cancelling without losing access to your account or risking surprise charges after you have cancelled. Understanding the law and the correct cancellation steps protects you from being locked in or charged after you have decided to leave.
Your consumer rights and what they mean for you
Your cancellation rights in South Africa are protected by law, and understanding them gives you leverage if a broadcaster or payment processor refuses your request.
Consumer protection act and distance contracts
The Consumer Protection Act (CPA), which came into force in 2011, gives you the right to cancel distance contracts-including digital subscriptions purchased online-within 14 days if you change your mind, or at any time if the service fails to perform as promised. A distance contract is any agreement concluded without face-to-face negotiation, such as a subscription you purchased through a website or app. If a broadcaster or Cleeng blocks your cancellation or refuses a justified refund, you have grounds to escalate your complaint to the National Consumer Commission (NCC), which enforces consumer protection law in South Africa.
Most importantly, you cannot be charged for a service after you have cancelled it. If renewal charges appear after your cancellation confirmation, you have the absolute right to demand reversal and can lodge a formal complaint with the NCC if the company refuses. Yafee recommends documenting all your cancellation requests, confirmation emails and billing statements before escalating any dispute.
Your legal position on refunds and cancellation
Under the CPA, if you cancel within 14 days of purchase, you are entitled to a full refund. If you cancel after 14 days, you are still entitled to cancel, but the broadcaster or payment processor may impose a reasonable cancellation fee if permitted by the contract terms. However, if the service has failed to deliver as promised-such as a broadcast blackout, missing content or technical failures that prevent access-you have the right to cancel and demand a refund regardless of the 14-day window. Keep copies of all communication and billing records; they are your evidence if the company disputes your claim.
How to cancel Cleeng by platform
Your cancellation method depends entirely on where you subscribed and paid, so always check your billing records or payment confirmation email to identify the correct platform first.
Cancel a web subscription through a broadcaster's website
If you subscribed directly on a broadcaster's website and paid via credit card, debit card or bank transfer, you must cancel through the broadcaster's website account portal, not through Cleeng directly.
- Log in to the broadcaster's website using your username and password.
- Navigate to "Account Settings", "Subscription", "Billing" or "My Subscriptions" (the label varies by broadcaster).
- Locate your active subscription and select "Cancel Subscription" or "End Membership".
- Review any final charges or refund information the broadcaster displays.
- Confirm the cancellation. The broadcaster will send you a cancellation confirmation email within 24 hours.
- Screenshot or save the confirmation email and the final billing page for your records.
The broadcaster will stop charging you at the end of your current billing cycle. If you are charged after this date, you have grounds to dispute the charge with your bank and escalate to the NCC.
Cancel a google play subscription on android
If you subscribed through Google Play on your Android phone or tablet, you must cancel through Google Play, not through the broadcaster's app. Cancelling only the app does not cancel the subscription.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner and select "Manage your Google Account".
- Tap the "Payments and subscriptions" tab at the top.
- Select "Subscriptions".
- Find the Cleeng-powered broadcaster subscription you wish to cancel.
- Tap the subscription name and select "Cancel subscription".
- Choose your reason for cancellation from the list provided.
- Confirm cancellation. Google Play will send you a confirmation email to your Gmail address.
Your subscription will remain active until the end of your current billing period. After that date, you will lose access. Google Play does not process refunds after 48 hours from the original purchase date unless the broadcaster has authorised an exception.
Cancel an apple app store subscription on iOS
If you subscribed through Apple's App Store on your iPhone or iPad, you must cancel through Apple, not through the broadcaster's app.
- Open the Settings app on your iPhone or iPad.
- Tap your name at the top and select "Subscription".
- Find the Cleeng-powered broadcaster subscription in your active subscriptions list.
- Tap the subscription name.
- Select "Cancel Subscription" at the bottom of the screen.
- Confirm cancellation when prompted.
- Apple will send you a cancellation confirmation to your registered Apple ID email address.
Your subscription will end on the date shown on the Apple App Store screen. Apple typically does not issue refunds for cancelled subscriptions, but you can request a refund if the service has failed or if you cancel within 14 days of the original purchase. To request a refund, open the App Store, tap your profile icon, select "Purchase History", find the broadcaster's app, tap it and select "Report a Problem".
Cancel a subscription via a broadcaster's mobile app
If you subscribed through a broadcaster's own app (not Google Play or Apple App Store), you may be able to cancel directly in the app.
- Open the broadcaster's app and log in to your account.
- Look for "Account", "Subscription", "Settings" or "My Billing" in the app menu (usually a gear icon or three horizontal lines).
- Select your active subscription and choose "Cancel", "End Subscription" or "Manage Subscription".
- Confirm the cancellation when prompted.
- The broadcaster will send a cancellation confirmation email to your registered email address.
- Save this email for your records.
If the app does not offer a cancellation option, contact the broadcaster's customer support team directly via email or live chat. Under the CPA, they must provide you with a cancellation method; if they refuse, you can escalate to the NCC.
Refunds and what to expect after cancellation
Understanding refund rules protects you from unexpected charges and helps you know when to escalate a dispute.
When you are entitled to a refund
You are entitled to a full refund if you cancel within 14 days of your first payment, provided you have not used the service extensively. If you cancel after 14 days, refunds depend on the broadcaster's terms and whether the service has failed. However, if you can prove that the broadcaster failed to deliver the service as promised-technical outages, missing content, or inability to access-you have the right to a refund regardless of the 14-day window. Yafee recommends keeping records of any service failures, such as screenshots showing error messages or dates when content was unavailable.
Timeline for refunds
Most broadcasters and payment processors issue refunds within 5 to 10 working days to your original payment method. If you paid via credit card, your bank will reflect the refund 5 to 7 business days after the broadcaster processes it. If you paid via bank transfer, the refund may take 3 to 5 additional business days. If a refund does not appear within 14 days of your cancellation confirmation, contact the broadcaster's support team in writing (email) and ask for a refund reference number. Yafee advises keeping this correspondence as evidence if you need to escalate to the NCC.
What happens to your access after cancellation
After you cancel, you will retain access to content until the end of your current billing cycle. On the date your subscription ends, your login credentials will stop working and you will no longer be able to stream or access paid content. The broadcaster will not send you a separate notification of access removal; assume access ends on the date shown in your cancellation confirmation.
Common mistakes to avoid when cancelling
Cancellation is straightforward once you know the process, and these common pitfalls are easy to prevent.
Uninstalling the app instead of cancelling the subscription
The most common mistake is deleting the broadcaster's app without cancelling the underlying subscription. Your subscription will remain active and you will continue to be charged even though the app is no longer on your phone. Always cancel the subscription through the payment platform (the broadcaster's website, Google Play, Apple App Store or the app itself) before uninstalling. Yafee has helped thousands of consumers recover charges they paid after accidentally continuing subscriptions this way.
Cancelling in only one place when you subscribed through multiple platforms
If you subscribed through both the broadcaster's website and Google Play, you must cancel both subscriptions separately. Cancelling one does not cancel the other. Check all your payment methods and subscription records to identify every active subscription before you cancel.
Assuming your cancellation is complete without confirmation
Do not assume your cancellation is complete until you receive a written confirmation email from the broadcaster or payment processor. Screenshot the confirmation and the date it was sent. If you do not receive an email within 24 hours, contact customer support and ask them to confirm cancellation in writing.
Ignoring charges after your cancellation date
If you are charged after your cancellation confirmation date, do not ignore it. Contact your bank or payment provider immediately to dispute the charge and ask them to reverse it. Simultaneously, contact the broadcaster's support team in writing and demand a refund, citing your cancellation confirmation. If the broadcaster refuses, lodge a formal complaint with the NCC within 30 days.
Pricing and comparison of cleeng-powered broadcasters
Cleeng does not charge you directly; instead, the broadcasters that use Cleeng set their own subscription prices and terms. Here are typical subscription costs for major South African broadcasters that use Cleeng:
| Broadcaster | Monthly cost (ZAR) | Content type | Cancellation platform |
|---|---|---|---|
| Example A (local sports) | R 149 | Live sports and replays | Website or app |
| Example B (news premium) | R 99 | Ad-free news and analysis | Website or Google Play / Apple App Store |
| Example C (video on demand) | R 179 | Films and series | Website or app |
| Example D (educational) | R 249 | Courses and tutorials | Website or app |
| Example E (entertainment) | R 129 | Entertainment and lifestyle | Website or Google Play / Apple App Store |
Yafee recommends checking your specific broadcaster's website for current pricing and any promotional discounts before you subscribe. Prices and terms can change, and bundled offers may provide better value than single subscriptions.
After cancellation: what happens next
Once your cancellation is complete, a few important steps will follow.
Confirm your final billing statement
Within 7 days of your cancellation date, log back into your account (while you still have access) and take a screenshot of your final billing statement. This shows the exact date your subscription ended and your final charge amount. Store this with your cancellation confirmation email.
Monitor your payment method for unexpected charges
Check your credit card, debit card or bank account statement for 30 days after your cancellation date to ensure no renewal charges appear. If a charge does appear, contact your bank immediately to dispute it and request a reversal. Provide your bank with your cancellation confirmation email as evidence.
Keep your cancellation proof for 12 months
Retain all cancellation confirmation emails, screenshots and billing statements for at least 12 months. If the broadcaster later claims you owe money or attempts to charge you again, these documents are your defence. If you need to file a complaint with the NCC, you will need these records as evidence.
When to escalate to the national consumer commission
If a broadcaster or Cleeng refuses to process your cancellation or denies your refund claim, you have legal recourse.
Steps to file a complaint with the NCC
The National Consumer Commission is the government body responsible for enforcing consumer protection law in South Africa. You can lodge a formal complaint if the broadcaster or Cleeng refuses to cancel your subscription, continues charging you after cancellation, or denies a refund you are entitled to.
- Visit the NCC website at www.ncc.org.za or call their consumer hotline at 0860 000 410.
- Gather all your evidence: cancellation confirmation emails, billing statements, proof of payment, copies of all customer support correspondence, and screenshots of the service failure (if applicable).
- Complete the NCC complaint form online or in writing and submit it with your evidence attached.
- The NCC will acknowledge your complaint within 5 working days and assign it a reference number.
- The broadcaster or Cleeng will be contacted by the NCC to respond to your complaint.
- The NCC will investigate and issue a finding within 30 to 60 days.
- If the NCC finds in your favour, it will issue an order requiring the broadcaster to refund you or cancel your subscription. This order is legally binding.
You do not need to hire a lawyer to file an NCC complaint; the process is designed for consumers to use directly. The NCC's services are free. Yafee advises gathering all your evidence before submitting your complaint to strengthen your case.
Quick checklist for cancelling cleeng-powered subscriptions
Use this checklist to ensure you cancel correctly and protect your refund rights:
- Check your billing records or payment confirmation email to identify the payment platform (broadcaster website, Google Play, Apple App Store, or broadcaster app).
- Log in to that platform and navigate to your subscription or account settings.
- Select "Cancel Subscription" and confirm the cancellation when prompted.
- Take a screenshot of the cancellation confirmation screen.
- Save the cancellation confirmation email you receive within 24 hours.
- Note the date your access will end (usually the end of your current billing cycle).
- Check your bank or payment card statement 5 to 7 days after cancellation to confirm no renewal charge appears.
- If a renewal charge does appear after your cancellation date, contact your bank immediately and dispute it.
- If the broadcaster refuses to process your cancellation or denies your refund, gather all evidence and file a complaint with the NCC at www.ncc.org.za.
Key takeaways and support
Cancelling a Cleeng-powered subscription is straightforward when you follow the correct steps for your payment platform. South Africa's Consumer Protection Act protects your right to cancel, and if a broadcaster refuses or charges you illegally, the National Consumer Commission will enforce your rights. Yafee has helped thousands of South African consumers navigate subscriptions, cancellations and disputes with broadcasters and payment processors. By keeping records of your cancellation confirmation and monitoring your billing for 30 days, you can cancel with confidence and avoid surprise charges.
If you have cancelled but remain uncertain about your cancellation status, do not hesitate to contact the broadcaster's customer support team in writing and request written confirmation. Yafee's guide equips you with the legal framework and practical steps you need to take control of your subscriptions and your money. Your cancellation rights are not negotiable; use them.
Contact information for support
For disputes with broadcasters or payment processors: National Consumer Commission, Tel: 0860 000 410, Website: www.ncc.org.za
For issues with Google Play subscriptions: Google Play Support, Visit: support.google.com/googleplay
For issues with Apple App Store subscriptions: Apple Support, Visit: support.apple.com/billing
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