Manage Outschool

How to cancel outschool and recover your credits in singapore

What is outschool and who uses it

Outschool is an online marketplace connecting learners aged 3 to 18 with independent teachers who run live, interactive classes. Your child can explore academics, arts, languages, hobbies and specialised subjects through one-to-one or small group sessions. Unlike traditional schools, you pay per class or subscribe to a membership plan that loads monthly credits into your account.

How outschool works in singapore

You purchase memberships directly on Outschool's website in USD, though you pay in your local currency (SGD). If you buy through the Apple App Store or Google Play on your phone or tablet, those platforms handle the transaction separately, which affects how you cancel. Outschool itself does not charge in SGD; currency conversion happens at your bank's exchange rate when your card is debited.

Why you might want to cancel

You may cancel because your child has finished a course, you want to pause learning, you've found an alternative platform, or you're simply unhappy with the classes. Whatever your reason, Stopee understands that cancelling subscriptions should be straightforward. It shouldn't require detective work or multiple support emails.

Your consumer rights in singapore when cancelling outschool

Singapore's Consumer Protection (Fair Trading) Act protects you when buying online services, including educational memberships. You have the right to accurate information about pricing, cancellation terms and refund eligibility before you commit.

What the law says about cancellations

If Outschool fails to clearly disclose its cancellation or refund policy before you pay, you may have grounds to dispute the charge with your bank or credit card company. Outschool must honour its stated policy. If the company refuses to refund or credit you after you cancel within their stated window, you can escalate to the Consumers Association of Singapore (CASE) for mediation. Stopee recommends keeping screenshots of Outschool's cancellation policy and your account statements as evidence.

The 24-hour refund window

For first-month memberships purchased on the web, Outschool offers a full refund if you cancel within 24 hours of purchase and haven't used any credits. This is a contractual protection, not just goodwill. If Outschool refuses this refund, contact CASE with proof of your cancellation date and purchase receipt.

How to cancel your outschool membership on the web

Cancelling on Outschool's website takes under 5 minutes and gives you clear confirmation. Follow these steps exactly to avoid losing your credits.

Step-by-step cancellation process

1. Log in to your Outschool account at outschool.com
   • Use the email and password you registered with
   • If you've forgotten your password, reset it before you begin
2. Navigate to Transactions in your account menu
   • You'll see your purchase history and active plans listed here
3. Select Manage Plan from the options shown
   • This displays your current membership tier and billing date
4. Click Cancel Plan (or Pause Plan if you want to stop temporarily)
   • Pausing is useful if you're unsure about leaving entirely
   • Paused plans can be reactivated without losing credits
5. Confirm your cancellation when prompted
   • Outschool may ask why you're leaving; this is optional feedback
   • You'll receive an on-screen confirmation immediately
6. Check your email for a cancellation receipt
   • This email proves your cancellation date and is your evidence if disputes arise
   • Screenshot this email and save it to your device

Pro tip: Cancel on the same day your billing cycle renews if you want to keep access until the end of that period. Your membership remains active until your paid cycle ends, even though no future charge will occur.

When your access ends after cancellation

You retain access to your account and booked classes until your current billing cycle ends. If your renewal date is 15 January 2025 and you cancel on 10 January, you keep access through 14 January. On 15 January, your access stops and you can no longer view your class schedule or enrol in new classes.

Cancelling in-app purchases and app store subscriptions

If you subscribed via Apple App Store or Google Play, the process is different because Apple and Google handle billing separately from Outschool. You must cancel through the store where you paid, not through Outschool itself.

Cancelling your app store subscription (iPhone or iPad)

1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Select Subscriptions
4. Find Outschool in the list of active subscriptions
5. Tap it and select Cancel Subscription
6. Confirm the cancellation when prompted
7. Check your email for Apple's cancellation confirmation

Warning: If you cancel through Outschool's website but your subscription is active on the App Store, you'll still be charged monthly by Apple. You must cancel in both places to stop all charges.

Cancelling your google play subscription (Android)

1. Open the Google Play Store app on your Android device
2. Tap your profile icon in the top right corner
3. Select Manage subscriptions
4. Find Outschool and tap it
5. Select Cancel subscription
6. Follow the prompts to confirm
7. Google will send you an email confirming the cancellation

Pro tip: Mark your cancellation date in your phone calendar. Set a reminder for 5 days before your next billing date to check that your subscription hasn't renewed.

Cancelling individual class enrolments

You don't always need to cancel your entire membership. If you simply want to drop a single class and recover its credits, you can cancel that class independently.

How to cancel a specific class

1. Log in to Outschool and go to your account dashboard
2. Find the enrolled class in your Schedule or Upcoming Classes section
3. Click the class and select Cancel Enrolment
4. Review the refund terms shown on screen
   • If you cancel within 24 hours of the credit deduction, the full credit returns to your membership balance
   • If you cancel after 24 hours but before class starts, the credit may be partially refunded or forfeited depending on Outschool's policy
5. Confirm the cancellation
6. Check your balance to see the credit returned (if eligible)

Credits returned to your balance can be used for any other class on the platform. Stopee recommends cancelling as early as possible to maximise your chance of a full credit return.

What happens to your credits and account after cancellation

Understanding what happens to your unused credits removes anxiety and helps you make an informed decision about cancelling.

Your unused credits and inactive balance

When you cancel your membership, any unused credits stay in your account indefinitely. You do not lose them immediately. If you reactivate your membership later, those credits are still available to spend. Stopee has helped thousands of consumers preserve their credits by knowing this: your balance doesn't vanish just because you cancel.

However, if your account becomes completely inactive (no logins, no bookings, no payment) for an extended period, Outschool may eventually close it. Always keep a record of your credit balance before you cancel so you can verify it if you return.

Your account data and class history

Cancelling your membership does not delete your account. You can still log in and view your past class history and teacher feedback. Your account simply becomes inactive, and you cannot enrol in new classes or book sessions until you reactivate a plan.

Email communication after cancellation

You'll receive a cancellation confirmation email from Outschool within minutes of completing the cancellation. This email confirms your cancellation date, your end-of-access date, and any remaining credit balance. Teachers who had scheduled classes with you may also send cancellation notices. These emails are useful evidence for Stopee's cancellation tracking - keep them in a folder.

Refund eligibility and timelines

Refunds are not automatic; your eligibility depends on what you purchased and when you cancel. Knowing these rules prevents disappointment.

First-month membership refunds

If you purchased a membership for the first time on Outschool's website, you can request a full refund if you cancel within 24 hours of the purchase and have not spent any credits. This is Outschool's statutory refund window. If you used credits or booked a class within that 24 hours, you forfeit this refund and cannot get your money back as a bank refund - you can only receive credits or a pause on your membership.

Pro tip: Set a phone alarm for 23 hours after you subscribe. If you're unhappy within that window, you have time to act before the refund eligibility closes.

Membership renewals and upgrades

Any membership renewal (your subscription being charged again at the end of the billing cycle) is non-refundable under Outschool's terms. If you upgrade from a cheaper plan to a more expensive one mid-cycle, you cannot get a refund for the upgrade. The only exception is if you cancel within 24 hours of the renewal charge and have used no new credits since the renewal.

Class cancellations and teacher-initiated refunds

If you cancel an enrolled class within 24 hours of the credit being deducted from your balance, Outschool returns the full credit amount to your membership. This is not a refund to your bank account; it's a credit you must spend on another class. If a teacher cancels a session, misses a class, or reschedules without your agreement, you may be eligible for a full or prorated credit refund depending on the circumstances. Contact Outschool support with evidence (screenshots of the teacher's cancellation message) to request this.

Special circumstances and escalation

Outside Outschool's stated refund windows, refunds are rare. However, if you can prove the service was faulty (your class didn't run, the teacher was unqualified, technical issues prevented attendance), you have grounds to dispute the charge with your bank. Stopee recommends requesting a refund in writing from Outschool first, citing the Consumer Protection (Fair Trading) Act and explaining your case. If Outschool refuses, contact CASE for mediation.

Outschool membership plans and pricing in singapore

Outschool's membership tiers are priced in USD; your SGD cost depends on your bank's exchange rate at the time of purchase. Below is a breakdown of common plans and their approximate SGD equivalents.

Membership pricing table

Important note: SGD amounts above are estimates based on current exchange rates (approximately 1 USD = 1.35 SGD). Your actual charge depends on your bank's rate at the transaction time and any international payment fees your bank applies. Check your bank statement after each purchase to see the exact SGD debit.

Currency and payment considerations

Outschool charges your card in USD. If your bank account is in SGD, your bank converts the USD amount to SGD and charges you. Some banks add a 2-3% foreign exchange markup on top of the conversion rate. Factor this into your budget. If you're unhappy with the exchange rate, you cannot ask Outschool to adjust it; you can only dispute it with your bank if the rate is clearly unfair compared to that day's market rate.

Common mistakes to avoid when cancelling

Cancelling subscriptions feels stressful, and it's easy to miss a step that costs you credits or leaves you still being charged. Here are the pitfalls Stopee sees most often.

Mistake 1: cancelling only on the website when you subscribed via an app

If you subscribed through the Apple App Store or Google Play, cancelling your Outschool web membership does nothing. You'll still be charged by Apple or Google each month. You must cancel in both places: cancel your App Store or Google Play subscription first, then cancel your web membership if you have one. Do not assume one cancellation covers both.

Mistake 2: not requesting the 24-hour refund in time

Outschool's 24-hour refund window closes quickly. If you realise you want a refund after 25 hours, you've missed it. The clock starts when your subscription is processed, not when you receive the confirmation email. Act immediately if you're unhappy. Stopee recommends setting a phone alarm as soon as you subscribe so you don't lose track of time.

Mistake 3: assuming cancelled classes refund as bank transfers

When you cancel a class, Outschool returns the credits to your balance, not to your bank account. You cannot cash out these credits. If you cancel your membership, these credits remain but become difficult to use unless you reactivate. Many consumers cancel thinking they'll get money back, only to find out credits are frozen in an inactive account.

Mistake 4: forgetting to save your cancellation confirmation

If you don't screenshot or print your cancellation email, you have no proof if Outschool later claims it didn't receive your cancellation request and keeps charging you. Save every confirmation email in a dedicated folder. This protects you when disputing charges with your bank or escalating to CASE.

Mistake 5: ignoring the billing cycle and cancelling too late

If you cancel on the 20th but your billing cycle renews on the 22nd, you'll still be charged on the 22nd because the system processes renewals before deactivations. Cancel at least 3 days before your renewal date to be safe. Check your account to find your renewal date, then set a calendar reminder 5 days before it.

Cancellation checklist for your peace of mind

Use this checklist before and after you cancel to ensure everything is handled correctly.

Contact information if you need to escalate

If Outschool refuses to honour your cancellation or refund request, you have formal channels to resolve this. Stopee recommends trying Outschool support first, but don't hesitate to escalate if they don't respond within 7 days.

Outschool support contact details

The only publicly available mailing address for Outschool is:

Outschool, Inc.
San Francisco, CA
PO Box 77008
United States

Outschool does not publish a Singapore-specific address, as it operates globally from the United States. When you contact support, you must do so through their website's help centre or the email address linked to your account. Response times are typically 5-10 business days.

Escalation to CASE singapore

If Outschool doesn't resolve your dispute within 14 days, contact the Consumers Association of Singapore (CASE) for free mediation. CASE can pressure Outschool to refund you if the company breached the Consumer Protection (Fair Trading) Act. You'll need your cancellation email, transaction receipts, and proof of your dispute with Outschool.

CASE contact details:

Phone: 6100 0315
Email: casemail@case.org.sg
Website: www.case.org.sg

Disputing charges with your bank

If you cannot get a refund from Outschool and CASE mediation fails, contact your bank or credit card company and request a chargeback. Explain that you cancelled but were charged after the cancellation, or that you were charged outside the 24-hour refund window. Provide your cancellation email as evidence. Your bank will investigate and may refund you if they determine Outschool's billing was unfair.

Key takeaways and your next steps

Cancelling Outschool is straightforward if you follow the steps in order and avoid common pitfalls. Remember: cancel on the web and in your app if you subscribed via both; request a refund within 24 hours of your first purchase if you're unsure; save every confirmation email; and check your bank statement after your renewal date to confirm you weren't charged again. Stopee has helped thousands of consumers cancel subscriptions cleanly and recover unwanted charges by staying organised and persistent. If Outschool refuses to cooperate, escalate to CASE or your bank - you have legal protections under Singapore law. Take action today, and protect your family's learning budget from hidden charges.