Manage Activesg

How to cancel your ActiveSG membership and get your refund in singapore

What is ActiveSG and why you might want to cancel

ActiveSG is Singapore's national community sports and fitness platform, operated by Sport Singapore. It gives you access to gym facilities, swimming pools, sports courts, fitness classes and an integrated e-wallet system (MyCash and credits) across island-wide venues. You can hold memberships like MyActiveGYM or MyActiveSWIM, make facility bookings, and pay for services through your linked account.

Whether you've changed your fitness goals, relocated, or simply want to pause your membership, cancelling ActiveSG is a legitimate decision that deserves a straightforward process. At Stopee, we understand that cancelling a service should not feel like navigating a maze. This guide walks you through every step, refund entitlement, and consumer right you have when you decide to cancel.

When you might want to cancel ActiveSG

Common reasons include: relocating outside Singapore, changing fitness priorities, budget constraints, unused credits expiring, or dissatisfaction with facility availability. Some residents cancel because they prefer private gyms or have access through employers. Whatever your reason, you have the right to cancel without penalty under Singapore's Consumer Protection (Fair Trading) Act.

Understanding your consumer rights before you cancel

Singapore's Consumer Protection (Fair Trading) Act protects you when you cancel memberships and paid services. Know your rights before you contact ActiveSG.

Your cancellation rights under singapore law

Under the Consumer Protection (Fair Trading) Act, you have the right to cancel a membership service within a reasonable timeframe. If ActiveSG fails to deliver services, or if the terms are unfair, you can escalate your complaint to the Consumers Association of Singapore (CASE) at case.org.sg. ActiveSG must respond to cancellation requests in writing and confirm the effective date. If they refuse without valid reason, CASE can mediate or investigate on your behalf.

Keep in mind: ActiveSG's current policy states that credits and MyCash are forfeited upon account termination unless otherwise stated. However, if you've paid for unused passes or services, you may have grounds to request a pro-rata refund, especially if cancellation is due to ActiveSG's service failure or breach of contract.

What ActiveSG's terms say about refunds

ActiveSG's standard Terms and Conditions state that once you've paid for a membership, refunds are not automatic if you cancel. However, special exceptions apply if ActiveSG cancels a booking due to unforeseen circumstances (such as facility closure or safety issues) or if you cancel within a cooling-off period. Unused portions of annual passes may be refunded on a pro-rata basis, particularly if ActiveSG issues new transition terms (e.g., extended validity deadlines for credits).

How to cancel your ActiveSG account and memberships

Cancellation requires you to submit a written request to Sport Singapore's main office, as the app and web system do not allow direct cancellation of confirmed bookings or accounts.

Step-by-step cancellation process

1. Gather your details
   • Your ActiveSG username or email address linked to your account
   • Your full name and NRIC (for identity verification)
   • Any relevant booking reference numbers or membership plan details
   • Your reason for cancellation (optional but helpful if you're seeking a refund exception)
2. Prepare your written cancellation request
   • Write a clear, polite email or letter stating: "I request cancellation of my ActiveSG account, effective immediately" or your preferred cancellation date
   • Include your NRIC, email, and mobile number for confirmation
   • If you're cancelling due to relocation, service issues, or illness affecting facility bookings, include brief details - this strengthens your case for refund exceptions
3. Submit your request to Sport Singapore
   • Email: sport@sport.gov.sg (check ActiveSG's official website for the current email address)
   • Or post to: Sport Singapore, 210 Middle Road, Singapore 188994 (verify this address on the official Sport Singapore website before sending)
   • Alternatively, visit the ActiveSG or Sport Singapore office in person if you prefer face-to-face confirmation
4. Confirm receipt and follow up
   • Expect a response within 5 to 10 business days
   • If you don't receive confirmation within 2 weeks, send a follow-up email or call Sport Singapore's main line
   • Keep a copy of your cancellation email for your records
5. Request your refund if eligible
   • If you have unused credits, MyCash, or pro-rata balance remaining, explicitly ask: "Please process a refund of my unused balance to my PayNow account linked to my NRIC"
   • ActiveSG will process refunds to your bank account within the stated timeframe (typically within 30 days)
6. Verify cancellation completion
   • Once ActiveSG confirms your account termination in writing, try logging into the app or web system to confirm access has been revoked
   • Your membership access will cease, and future auto-renewals will stop

Cancelling individual facility bookings versus your entire account

Important distinction: you cannot cancel a confirmed facility booking directly through the ActiveSG app or web system. You must request cancellation in writing to Sport Singapore, providing your booking reference and reason. ActiveSG will review your request (e.g., if due to illness, extreme weather, or ActiveSG's own cancellation of that session) and either approve or deny it. If approved, you may receive a replacement booking, a credit, or refund.

Warning: Do not assume a facility booking is automatically cancelled just because you don't show up. You must formally request cancellation to avoid being charged or losing credits.

Pricing and plan details at a glance

Understanding what you're paying for helps you decide whether cancellation is right for you and what refund you might expect.

ActiveSG membership pricing in singapore

Pro tip: If you have an annual membership and are cancelling midway through your 12-month term, calculate your pro-rata refund: (months remaining / 12) × annual price. Use this figure when requesting a refund from ActiveSG.

What happens after you cancel your ActiveSG account

Cancellation is not instantaneous. You need to know exactly what to expect during and after the process.

Access and facility usage post-cancellation

After you submit your cancellation request, your access typically remains active until ActiveSG confirms termination in writing or until your current paid period expires (whichever is sooner). You cannot use your account for new bookings or renewals once ActiveSG processes your cancellation. Existing bookings you've already made may be honoured if they fall within your paid period, unless you specifically request cancellation of those bookings too.

What happens to your credits, MyCash and data

Upon account termination, your MyCash balance and unused credits are typically forfeited unless ActiveSG explicitly confirms a refund or extension. However, if you request a refund and provide a valid reason (service failure, relocation, or unused prepaid balance), ActiveSG may process a refund to your PayNow-linked bank account within 30 days. Your personal data (bookings, class history) may be retained by ActiveSG for compliance purposes but will not be accessible to you once your account is closed.

Auto-renewal and future charges

Once your account is terminated, auto-renewal stops completely. You will not be charged for future months. If you had set up auto-renewal before cancellation, ensure ActiveSG confirms in writing that it has been disabled. This prevents accidental charges after your cancellation date.

Will you get a refund when you cancel ActiveSG?

Refund eligibility depends on your membership type, cancellation reason, and how much time remains on your plan.

Standard refund policy and exceptions

ActiveSG's default position is that refunds are not provided once you've paid for a membership. However, the following exceptions exist:

• Pro-rata refunds: If you cancel an annual membership within the first few months and your cancellation is due to legitimate reasons (relocation, injury, service closure), you may receive a pro-rata refund of the remaining unused months.
• Facility cancellation by ActiveSG: If ActiveSG cancels a facility booking due to weather, maintenance, or safety, you're eligible for a replacement booking or credit refund.
• MyCash and credits: Unused MyCash and credits are refunded only if you explicitly request it and provide supporting documentation. Refunds are processed to your bank account via PayNow within 30 days.
• Transition extensions: ActiveSG periodically extends the validity of unused credits (e.g., until 31 December 2025) during service transitions. Check ActiveSG's response email for any extension notices.

Pro tip: When you submit your cancellation request, explicitly ask for a refund and state your reason. A brief, honest explanation (e.g., "I am relocating overseas" or "I have not used my membership for 3 months due to injury") significantly increases your chances of receiving an exception refund.

How refunds are processed and timelines

Refunds are issued to the bank account you have linked to ActiveSG via your PayNow NRIC registration. ActiveSG typically processes refunds within 30 days of your written request, though some campaigns have specified earlier deadlines (e.g., MyCash refunds by August 31 of a given year, or prorated passes by mid-September). Check your cancellation confirmation email for the exact refund processing date.

Common mistakes when cancelling ActiveSG

Cancelling can feel stressful, especially when money is involved. Here are the pitfalls that cost others time and refunds.

Mistake 1: assuming the app cancellation option exists

The ActiveSG app and web system do not provide a "cancel membership" button. Many users search the settings, click through menus, and give up thinking cancellation is impossible. It is not. You must submit a written request (email or postal) to Sport Singapore. This is by design and part of ActiveSG's retention process, but it is still your right to cancel.

Mistake 2: not requesting a refund explicitly

If you do not mention a refund in your cancellation email, ActiveSG will assume you're forfeiting your balance and will not offer one. Always include a sentence like: "Please process a refund of my unused balance to my PayNow account." This triggers their refund workflow.

Mistake 3: missing follow-up on facility bookings

Many users cancel their account but forget to cancel outstanding facility bookings. You may still be charged for bookings even after your account is terminated. Request cancellation of all outstanding bookings in your initial cancellation email.

Mistake 4: ignoring confirmation deadlines

If ActiveSG's response includes a refund deadline (e.g., "refunds must be claimed by 31 August"), missing this date forfeits your refund. Mark the deadline in your calendar and follow up 5 days before to ensure payment is processed.

Mistake 5: not keeping records

Always save copies of your cancellation email, Sport Singapore's response, confirmation of termination, and any refund transaction details. Without these, you have no proof of your cancellation request if a dispute arises.

Cancellation checklist before you submit

Use this checklist to ensure your cancellation request is complete and defensible.

• Gather your NRIC and ActiveSG username or registered email
• List all active memberships (MyActiveGYM, MyActiveSWIM, etc.) you want to cancel
• Note any outstanding facility bookings and request cancellation of those too
• Calculate your unused balance (if known) and the pro-rata refund you're entitled to
• Draft your cancellation email with a clear cancellation date (e.g., "effective immediately" or "31 days from today")
• Add a refund request: "Please refund my unused balance to my PayNow account"
• Include your reason for cancellation (optional but strengthens refund requests)
• Verify the current Sport Singapore email address or postal address on the official website
• Send your request via email with a read receipt or via registered post for proof of submission
• Create a folder (digital or physical) with copies of your request and all responses
• Set a calendar reminder to follow up 10 business days after sending if you haven't received a response

If ActiveSG refuses your cancellation or refund request

Occasionally, ActiveSG may deny a refund or delay your cancellation. You have options.

Escalation through CASE singapore

If ActiveSG refuses your cancellation without valid reason or denies a refund you believe you're entitled to, contact the Consumers Association of Singapore (CASE). CASE is Singapore's independent consumer watchdog and can investigate complaints about unfair trading practices, unfulfilled contracts, or denial of refunds. Submit your complaint along with your cancellation email, ActiveSG's refusal, and evidence of your payment. CASE can mediate or escalate to the Consumers Association tribunal.

Documenting your complaint

When escalating, provide CASE with: your original cancellation request, ActiveSG's response (or lack thereof), proof of payment (credit card or bank statement), calculation of your unused balance, and a brief explanation of why you believe the refusal is unfair. A well-documented complaint significantly increases your chances of a favorable outcome.

Why stopee recommends addressing cancellation early

Many people delay cancelling because the process seems complicated or because they're unsure of their refund rights. At Stopee, we've helped thousands of consumers navigate cancellations, refunds, and disputes with service providers across Singapore. Early action is always better. The sooner you submit your cancellation request, the sooner you stop paying for unused memberships and the sooner you can redirect that money elsewhere.

Stopee also recommends that you understand your consumer rights before you contact any service provider. Know what you're entitled to, keep meticulous records, and don't hesitate to escalate to CASE if ActiveSG refuses your request. Your money and your right to cancel are protected under Singapore law.

Contact information and next steps

Submit your cancellation request to Sport Singapore using the contact details below. Verify these details on the official Sport Singapore or ActiveSG website before sending to ensure accuracy.

How to reach sport singapore for cancellation

Email: sport@sport.gov.sg (or check ActiveSG's official website for the current email address)

Postal address: Sport Singapore, 210 Middle Road, Singapore 188994 (verify on official site before posting)

Telephone: Check the official Sport Singapore website for the general enquiries line

In-person: Visit Sport Singapore's main office during business hours if you prefer to submit your cancellation in person and receive immediate acknowledgement

Additional resources

For escalation and consumer support, contact the Consumers Association of Singapore (CASE) at case.org.sg or 6100 0315. For legal advice specific to your cancellation dispute, consult with a consumer rights lawyer or your nearest community dispute resolution centre.

Cancelling your ActiveSG membership should be straightforward and fair. At Stopee, we believe transparency and consumer empowerment go hand-in-hand. Whether you're cancelling due to relocation, budget changes, or simply preferring another fitness provider, your right to cancel is protected. Use this guide, gather your evidence, and submit your request with confidence. Stopee is committed to ensuring that thousands of Singaporean consumers understand their cancellation rights and receive the refunds and service they deserve. Good luck with your cancellation.