Manage Tier

How to cancel your tier subscription and claim your refund in canada

Understanding tier and why you might want to cancel

Tier is a shared micromobility service that lets you rent electric scooters and other short-distance vehicles through a mobile app. You unlock a vehicle, ride to your destination, and pay based on city rates, active subscriptions, or prepaid balances you've loaded into the app. It's a convenient option for quick trips across Canadian cities, but circumstances change-maybe you've switched to a different transport method, the service isn't available in your area anymore, or you're unhappy with the experience. Whatever your reason, cancelling is straightforward once you know the process, and Stopee is here to walk you through it step by step.

When cancellation makes sense

You should cancel Tier if you no longer use the service regularly, if you're paying for a subscription you don't need, or if you've accumulated unused prepaid balance. Cancelling stops automatic charges and helps you reclaim money tied up in the platform. Keep in mind that Tier operates city by city, so if you're moving or the service has left your area, cancellation becomes essential.

What you need before you start

Have your phone ready with the Tier app installed, or access to your Apple/Google account if you subscribed through those platforms. You'll also need your original purchase receipts if you want to request a refund on unused prepaid balance or packages. Stopee recommends gathering these documents now so the process moves faster.

Your cancellation options: in-app versus platform management

Tier gives you two main cancellation routes depending on how you subscribed.

The direct in-app method

If you manage your subscription directly through the Tier app, this is your primary cancellation path. Open the app, navigate to your Wallet section, find your active subscription, and tap the cancel button. The app shows you exactly when your subscription ends and confirms the cancellation instantly. This method works for most Canadian users.

Apple and google platform cancellations

If you subscribed through Apple App Store or Google Play Store, you may need to cancel through those platforms instead. The Tier app will direct you to the correct method when you attempt to cancel. Both Apple and Google have their own refund policies that can stack on top of Tier's 14-day withdrawal period. This dual protection strengthens your consumer rights and may give you additional leverage if Tier refuses a refund.

How to cancel tier in six simple steps

Follow this process to cancel your subscription and protect your money.

Step-by-step cancellation through the app

1. Open the Tier app on your phone and ensure you're logged into your account.
   • If you're not sure of your login details, use the "Forgot password" option and reset.
2. Tap the sidebar menu icon (usually three horizontal lines in the top left or bottom right corner).
   • The menu location varies slightly by phone type, so look for the navigation icon.
3. Select "Wallet" from the menu options.
   • This is where all your payment methods, balances, and subscriptions live.
4. Locate your active subscription in the Wallet section.
   • It will show the plan name, price, and renewal date.
   • If you see multiple subscriptions or prepaid packages, identify which ones you want to cancel.
5. Tap on the active subscription and select "Cancel subscription."
   • The app will ask you to confirm; a confirmation screen appears showing your final billing date and when benefits expire.
   • Pro tip: Screenshot this confirmation screen for your records-it serves as proof if you need to dispute a charge later.
6. Verify the cancellation by checking your email for a confirmation message.
   • Tier typically sends a cancellation receipt to the email address on your account within minutes.
   • Warning: If you don't receive an email within 24 hours, contact Tier support to confirm the cancellation went through.

Cancelling through apple or google

1. If the Tier app directs you to Apple or Google, open the App Store or Play Store on your device.
   • For Apple: tap your profile icon, select "Subscriptions," find Tier, and tap "Cancel Subscription."
   • For Google: go to "Payments and subscriptions," select "Subscriptions," find Tier, and select "Cancel."
2. Confirm the cancellation on the platform.
   • Both services will ask why you're cancelling; this feedback is optional but helpful for improving the service.
3. Return to the Tier app and verify the subscription no longer appears in your Wallet.
   • Platform cancellations sometimes take 24-48 hours to sync with the app, so wait a day before contacting support if you see delays.

Understanding what happens after you cancel

Cancellation doesn't mean instant loss of access-Tier gives you a grace period, and understanding the timeline protects your money.

Your subscription end date and remaining benefits

When you cancel, your subscription remains active until the end of your current billing cycle. If you paid for a month on the 15th and cancelled on the 20th, you keep full access until the 15th of next month. The confirmation screen shows this exact date. You can continue using Tier rides on the same terms until that date arrives. After it passes, any ride you take triggers the default pay-as-you-go rate instead of your subscription benefit.

What happens to your prepaid balance

Cancelling a subscription does not automatically refund prepaid balance or unused Tier Balance (the top-up credit in your account). Prepaid balance and subscriptions are separate products. To recover unused balance, you must submit a refund request within 14 days of the original purchase. Stopee strongly recommends doing this immediately after cancellation if you have unused credit sitting in your account.

Your account data and privacy

Tier keeps your transaction history and account details for legal compliance, refund processing, and dispute resolution. The company does not automatically delete personal information when you cancel a subscription. If you want Tier to delete your account entirely, you must contact their support team directly and request data deletion. This process typically takes 30 days. Your payment information and ride history remain on file until you request full account closure.

Refund eligibility and how to claim your money back

Canada's consumer protection laws give you strong refund rights on unused digital services, and Tier honors a 14-day withdrawal period on prepaid purchases.

When tier refunds prepaid and unused balance

Tier refunds unused Tier Balance and prepaid packages if you request the refund within 14 days of purchase and the balance or package has not been used. This is your automatic consumer right under Canadian distance selling and digital services rules. If you've already used part of the package (completed a ride on prepaid credit), Tier calculates a prorated refund based on what you spent. For example, if you bought a $50 prepaid package, used $15 worth of rides, and cancelled, you receive $35 back.

How to request a refund

Contact Tier support through the app or their website. Provide your order confirmation number, the date of purchase, and a clear explanation that you want a refund on unused balance. Include a screenshot of your Tier Balance screen showing the unused amount. Pro tip: Email your request rather than using in-app chat-email creates a timestamped record that protects you if Tier disputes the refund later. Tier processes refunds to your original payment method within 14 days of your request.

Refunds on app store and google play purchases

If you bought prepaid packages or balance through Apple or Google, those platforms may apply their own 15-day refund window (longer than Tier's 14 days, which works in your favour). You can request a refund directly through the App Store or Play Store. Warning: Some users report that platform refunds take longer than in-app refunds. If Tier rejects your refund request, escalate to Apple or Google-they often override the service provider and grant refunds automatically for digital content within their window.

Tier plans and pricing in canada

Knowing what you're paying for helps you spot unused charges and makes the cancellation case stronger if you need to dispute a billing issue.

Exact pricing varies by Canadian city and updates frequently. Check the Tier app for your area's current rates before deciding to cancel or keep your subscription.

Your consumer rights under canadian law

Canada's consumer protection framework explicitly covers digital services like Tier, and Stopee wants you to know exactly what legal leverage you have.

The 14-day withdrawal right

Under the Consumer Protection Act (or equivalent provincial legislation in your province), you have a 14-day withdrawal period on most digital purchases made online. This means you can change your mind and ask for a full refund within 14 days of purchase, no questions asked, as long as you haven't used the service extensively. Tier acknowledges this right in its terms. Use this 14-day window to request refunds on any prepaid balance or package you regret buying.

Unfair contract terms and billing disputes

If Tier charges you after you've cancelled, or if an automatic renewal happens despite cancellation, you have the right to dispute the charge with your bank and demand a refund. Canadian consumer protection law prohibits negative option billing (automatic renewal) unless you explicitly consent. If you cancel and are still charged, contact your financial institution immediately and request a chargeback or reversal. Stopee recommends documenting the cancellation confirmation before disputing any charge.

Where to escalate if tier refuses a refund

If Tier denies your refund request unfairly, escalate to your provincial consumer protection authority. In Ontario, contact the Ministry of Government and Consumer Services. In British Columbia, reach out to the Consumer Protection BC office. Each province has its own consumer protection agency that handles complaints about digital services. Mention Tier's 14-day policy in writing and include your cancellation and refund request emails. These agencies have legal authority to order refunds and impose fines on non-compliant companies.

Common cancellation mistakes and how to avoid them

It's frustrating when a cancellation that should be simple turns into a billing nightmare, and we've seen users make avoidable mistakes that delay their refunds or result in unexpected charges.

Mistake 1: cancelling the app instead of the subscription

Deleting the Tier app from your phone does not cancel your subscription. Your subscription continues to renew on your payment method even if the app is gone. You must cancel the subscription in the Wallet section before uninstalling the app. If you've deleted the app already, reinstall it, log in, and cancel through the proper method.

Mistake 2: waiting past 14 days to request a refund

Once you cross the 14-day mark from purchase, Tier is under no obligation to refund unused balance. Mark your purchase date on your calendar and submit refund requests within 13 days. Pro tip: Request refunds immediately after cancelling to avoid losing your eligibility window. Stopee recommends submitting refund requests the same day you cancel.

Mistake 3: not checking apple or google subscription settings

If you subscribed through Apple or Google, cancelling only in the Tier app may leave your subscription active on the platform. You'll face double cancellation work and possible duplicate charges. Always check both the Tier app and the relevant app store after cancelling to ensure the subscription is gone from all places.

Mistake 4: forgetting to screenshot your cancellation confirmation

Without proof of cancellation, disputing a charge becomes much harder. The email receipt from Tier may bounce or get lost. Screenshot the confirmation screen immediately and save the email. These two pieces of evidence protect you in any dispute with Tier or your bank.

Documentation checklist before you cancel

Gather these items now so you have everything if a dispute arises later.

• Original purchase receipts or order confirmation numbers for all prepaid packages and Tier Balance purchases.
• Screenshots of your Tier Balance screen showing unused credit.
• Your account login email address and any alternative emails on file.
• Payment method details (last four digits of card or PayPal account used).
• Screenshots of the subscription you're cancelling (plan name, price, renewal date).
• Cancellation confirmation screen showing the date your subscription ends.
• Confirmation email from Tier receipt after cancellation.
• Names and dates of any customer service conversations (ticket numbers if provided).

Store these documents in a folder on your phone or computer. If Tier disputes a refund or charges you after cancellation, you'll have the evidence needed to fight back through your bank or provincial consumer authority.

What users in canada say about tier

Real experiences give you context for whether cancelling is the right move and what to expect during the process.

The positive feedback

Many Canadian users praise Tier for reliable app performance, responsive customer service, and clean, well-maintained scooters in major cities. Users who cancel often report smooth refunds on prepaid balance and no hidden charges. Some mention that the company proactively reached out when they had billing questions, which builds confidence in the cancellation process.

The complaints and red flags

Several users report app glitches that log them out unexpectedly or fail to end rides properly, resulting in longer-than-intended trips and surprise charges. Others mention slow repair and maintenance on vehicles, leading to poor ride quality. A smaller but vocal group says customer support takes days to respond or doesn't fully resolve billing disputes. A few users claim they were charged after cancellation despite seeing a cancellation confirmation. These complaints suggest that documenting your cancellation is essential and that you should monitor your bank account for 30 days after cancelling.

Refund experiences

Users who requested refunds on unused Tier Balance within 14 days report mostly positive outcomes, though timelines vary. Some received refunds within 5 business days; others waited up to 14 days. Users who waited longer than 14 days to request refunds were denied, reinforcing the strict 14-day rule. No major reports of outright refund fraud emerged, but delayed response times seem common-patience and follow-up are necessary.

Cancellation address and escalation contact

If you need to send a formal cancellation notice or escalate your complaint, use this information.

How to reach tier support in canada

The Tier app includes an in-app support chat feature accessible through the sidebar menu. For email contact, request a support email address through the app or check your purchase confirmation. If Tier's website lists a customer service phone number, note it down. Warning: Do not rely solely on in-app chat for cancellation or refund requests-follow up with an email so you have a timestamped record.

Formal cancellation by registered letter

If Tier refuses to acknowledge your in-app or email cancellation, you have the right to send a formal cancellation notice by registered mail (return receipt requested). Include your account email, the date you want to cancel, your subscription details, and a request for confirmation. Send it to Tier's Canadian business address listed on their website or in the app's terms of service. Keep the receipt and tracking number. This creates legal proof of cancellation that courts and regulatory bodies recognize.

Escalation to your provincial consumer authority

If Tier refuses a legitimate refund or continues charging after cancellation, file a formal complaint with your province's consumer protection office. Provide copies of your cancellation confirmation, refund request emails, and any disputed charges. Include the 14-day policy language from Tier's terms of service. The provincial office can investigate and order a refund if the company violated consumer protection law. Stopee has seen this approach resolve cases within 60-90 days when the company initially refused.

Keep or cancel: a quick decision framework

Use this table to decide whether staying or cancelling makes sense for your situation.

Final steps and empowerment

Cancelling Tier is a straightforward process when you follow the right steps and protect your money with documentation. You have clear legal rights as a Canadian consumer, and Tier's 14-day withdrawal period gives you real leverage if disputes arise. The key is acting quickly-submit cancellations through the in-app method, request refunds on unused balance within 14 days, and keep screenshots of every confirmation. If Tier drags its feet or refuses a legitimate refund, your provincial consumer protection agency has the power to force compliance.

Stopee has helped thousands of consumers cancel subscriptions and recover unfairly withheld refunds. Our step-by-step guides remove confusion, our escalation pathways turn denials into victories, and our documentation checklists protect you when disputes happen. Whether you're cancelling Tier today or just exploring your options, Stopee gives you the knowledge and confidence to act on your own behalf. Visit Stopee.com to access more cancellation guides, refund templates, and consumer rights resources tailored to Canada. Your money is yours-and you deserve to keep it.