Manage Tonal

How to cancel tonal in singapore: steps, refunds, and your consumer rights

What tonal is and how it works

Tonal is a wall-mounted digital home gym that combines premium hardware with a subscription-based membership model, offering guided strength-training workouts and AI-adaptive coaching delivered directly to your living space.

The system operates on two layers: you purchase the physical unit (which includes the Tonal device and optional accessories), then you maintain a paid membership to access workout content, coaching features, and advanced AI functionality. Installation and delivery are often charged as add-on services, so your total investment spans both hardware and ongoing membership fees.

Because Tonal bundles hardware with a recurring subscription, understanding how to cancel the membership separately from returning the device is crucial. At Stopee, we've helped countless Singapore consumers navigate this exact distinction, so you know exactly what you're cancelling and what happens next.

How tonal's pricing breaks down

Tonal's costs in Singapore are typically converted from USD pricing, as direct SGD rates vary. Below is a snapshot of typical membership and hardware costs:

Prices fluctuate based on promotions and currency movements. Contact Tonal directly or check your invoice for exact SGD charges.

Why consumers typically cancel tonal

You might be considering cancellation for several reasons: the monthly membership cost adds up quickly, the device doesn't fit your fitness routine as advertised, or you've reached your 30-day return window and want to cut losses. Whatever your reason, Stopee is here to guide you through the process without frustration or hidden fees.

Your consumer rights when cancelling in singapore

Singapore's Consumer Protection (Fair Trading) Act protects you when cancelling subscriptions and returns, giving you legal leverage if Tonal doesn't comply with cancellation requests or refuses legitimate refunds.

What the law says about cancellations

Under the Consumer Protection (Fair Trading) Act, traders must not engage in unfair or misleading conduct when selling goods or services. This means Tonal must:

• Clearly disclose cancellation methods and notice periods before you subscribe.
• Honour cancellation requests submitted within their stated timeframe (Tonal requires 24 hours' notice before renewal).
• Provide written confirmation of your cancellation within a reasonable time.
• Stop charging you immediately upon confirmed cancellation.

If Tonal fails to honour these obligations, you can escalate to the Consumers Association of Singapore (CASE) or the Ministry of Trade and Industry (MTI) for mediation or enforcement action.

Your right to refunds under singapore law

Membership refunds are not automatic-Tonal's Terms of Service mark memberships as non-refundable. However, you have statutory rights if the service fails to meet advertised standards or the contract terms are unfair.

For hardware, you have a 30-day return window from installation (or delivery, if no installation occurs). After 30 days, the Consumer Protection (Fair Trading) Act still covers you for defects or misrepresentation for up to 6 months, though the burden shifts toward proving the fault existed at purchase.

At Stopee, we recommend documenting everything: delivery dates, installation confirmations, and screenshots of your account status. These records are your proof if you need to escalate a dispute.

The right way to cancel tonal: step-by-step methods

Tonal offers four primary cancellation routes, each with its own timing and confirmation process. Choose the method that suits your access and urgency.

Method 1: cancel via the tonal app or web dashboard

This is the fastest and most direct way to cancel, and it gives you immediate confirmation on-screen.

1. Log in to your Tonal account on the web (tonal.com) or open the Tonal mobile app.
2. Navigate to Profile & Account settings.
   • On mobile, tap the menu icon (three horizontal lines) in the top-left corner.
   • On web, look for your username in the top-right corner and select Settings or Account.
3. Locate Membership Management or Subscription Settings.
   • This section displays your current plan, renewal date, and cancellation button.
4. Tap or click "Cancel Membership" or "Cancel Subscription".
5. Tonal may ask you to confirm your reason for cancellation (optional feedback) and show you a final reminder of your billing date.
6. Confirm the cancellation action. You will see a confirmation message on screen.
7. Pro tip: Screenshot this confirmation immediately, including the date and time stamp. This is your proof of cancellation.
8. Check your email for a confirmation message from Tonal (typically sent within 1-2 hours). Save this email.

Warning: If you cancel before your next renewal date, you will usually retain access to the membership until the end of the current billing period. After that date, your membership ends, and some advanced features may become unavailable on your device.

Method 2: cancel via mobile app store subscriptions

If you subscribed to Tonal through Google Play or the Apple App Store, you must cancel through those platforms, not directly through Tonal's website.

Via Google Play (Android):

1. Open the Google Play app on your Android phone.
2. Tap the menu icon (three horizontal lines) in the top-left corner.
3. Select "Subscriptions" or "Manage subscriptions".
4. Find "Tonal" in your active subscriptions list.
5. Tap Tonal to open the subscription details page.
6. Tap "Cancel subscription" at the bottom of the screen.
7. Follow Google Play's confirmation prompts and select your reason for cancellation (optional).
8. Confirm the cancellation. You will see "Subscription cancelled" on screen.
9. Google Play will send a confirmation email. Save it immediately.

Via Apple App Store (iOS):

1. Open Settings on your iPhone or iPad.
2. Tap your name at the top of the screen.
3. Select "Subscriptions".
4. Find "Tonal" in the list and tap it.
5. Tap "Cancel Subscription" (or "Cancel Free Trial" if applicable).
6. Apple will ask you to confirm; tap again to finalize cancellation.
7. You will see "Subscription Cancelled" in the app. Screenshot this.
8. Check your email for an Apple confirmation receipt.

Pro tip: App store cancellations take effect immediately, but your access may persist until the end of your current billing period. Always verify with Tonal directly (via their web dashboard) that the cancellation has synced to your main account.

Method 3: cancel via direct contact with tonal customer care

If you cannot access your account, have technical issues, or want a live confirmation, contact Tonal's support team directly.

1. Gather your account information: your full name, registered email address, and order or account number (found on invoices or in your account settings).
2. Email support@tonal.com with the subject line "Membership Cancellation Request" and include:
   • Your full name and registered email address.
   • Your Tonal account ID or order number.
   • Your current billing date or renewal date.
   • A clear statement: "I request cancellation of my Tonal membership effective [insert preferred date or immediately]."
3. Important: Send your cancellation request at least 24 hours before your next renewal date to avoid an extra charge.
4. Tonal's support team typically responds within 24-48 hours. Expect an email confirming your cancellation and your final access date.
5. Save this confirmation email and any reference number provided.

Alternatively, call Tonal directly:

1. Call 1-855-698-6625 (note: this is a US number; international calling rates may apply from Singapore).
2. Inform the representative that you want to cancel your membership.
3. Provide your account information when asked.
4. Ask the representative to send you a written confirmation email after the call ends.
5. If they confirm cancellation verbally but don't send an email, send a follow-up email to support@tonal.com: "This email confirms our phone cancellation discussion on [date] at [time]. Please confirm my membership cancellation in writing."

Warning: Verbal confirmations alone are not sufficient proof if a dispute arises. Always insist on written confirmation via email.

Method 4: cancel the device itself (if you own the hardware but want no membership)

Some users want to keep the Tonal device but drop the membership. You can do this via the device's on-screen menu:

1. Turn on your Tonal unit and log in to your account on the device's touchscreen.
2. Navigate to Settings or Profile & Account (exact menu names vary by device firmware).
3. Select Membership Management.
4. Tap "Cancel" or "End Membership".
5. Confirm on the device screen.
6. Follow up with an email to support@tonal.com to confirm the cancellation was processed (device cancellations can sometimes fail to sync with Tonal's server).

What happens after you cancel

Cancellation is not instantaneous across all systems, and your access to features depends on the method you used and Tonal's backend processing time.

Membership access and feature loss

Once your cancellation is confirmed, you typically retain access to your membership content until the end of your current billing period. After that date, your account reverts to a basic state:

• Guided workouts and coaching videos become unavailable.
• AI-adaptive weight recommendations stop functioning.
• Advanced program tracking features are disabled.
• Your device may display a message prompting you to renew, but the hardware itself remains functional for manual strength training if you adjust weights manually.

If you cancel mid-billing cycle, access typically ends immediately. Check your cancellation confirmation email to see your exact end date.

Your data and account history

Tonal retains your account data and workout history for a period after cancellation (usually 12 months), allowing you to resubscribe and recover your progress. If you want to export or delete your data permanently, email support@tonal.com with a formal request.

Pro tip: Before you cancel, export your workout data or take screenshots of your progress if it matters to you. Tonal's support team can assist with data exports if the feature isn't available in your app version.

Refunds: what you can and cannot recover

Tonal's refund policy is strict, but Singapore consumer law provides leverage in specific scenarios. At Stopee, we've helped consumers recover funds by understanding which charges are actually refundable.

Membership fees: when refunds are possible

Tonal's Terms of Service state that membership payments are final and non-refundable. However, you can request exceptions if:

• The service failed to match advertised features or performance (e.g., the AI coaching didn't work as described).
• You were charged after cancellation due to a processing error.
• You were billed twice for the same period.
• The Terms of Service contain unfair or misleading terms under the Consumer Protection (Fair Trading) Act.

To request a membership refund, email support@tonal.com with:

• Your account ID and the specific billing charge(s) in question.
• Clear evidence of the problem (e.g., "Feature X did not function from [date] to [date]").
• Your request: "I request a refund of SGD $[amount] for this charge due to [reason], in accordance with consumer protection standards."

Expect a response within 5-10 business days. If Tonal refuses, escalate to CASE (Consumers Association of Singapore) or the MTI for mediation.

Hardware returns and refunds

This is where your strongest refund rights apply. Tonal allows returns within 30 days of installation (or 30 days of delivery if you haven't installed it). You receive a refund of the hardware purchase price, minus delivery and installation fees.

To return the hardware:

1. Contact support@tonal.com or call 1-855-698-6625 within 30 days of installation.
2. Request a return authorization number (RMA).
3. Tonal will arrange a pickup or provide return shipping instructions.
4. The unit must be in good condition (normal wear is acceptable; damage caused by misuse may reduce your refund).
5. Once Tonal receives and inspects the unit, they process your refund (typically within 7-14 days).
6. You receive credit to your original payment method.

Warning: After 30 days, you cannot return the hardware for a refund under Tonal's policy. However, the Consumer Protection (Fair Trading) Act still covers you for defects or misrepresentation up to 6 months post-purchase. You must prove the fault existed at the time of sale, not that it developed later.

Installation and delivery fees

These charges are non-refundable, even if you return the hardware within 30 days. If installation or delivery was not completed or was performed improperly, you may have grounds to dispute this charge-contact CASE or the MTI for guidance.

Common mistakes that cost you money

Cancelling subscriptions can feel straightforward, but small missteps often lead to unwanted charges or lost refund windows. Here's what we see go wrong most often at Stopee.

Mistake 1: cancelling through the app store but forgetting to verify on tonal's site

If you subscribed via Google Play or Apple, cancelling in the app store doesn't automatically cancel your primary Tonal account. The two systems can become out of sync, and you may continue to be charged through one platform while thinking you've cancelled.

Solution: After cancelling via app store, log into tonal.com or the Tonal app and confirm your membership status in the Membership Management section. You should see "No active subscription" or a message indicating your cancellation is pending.

Mistake 2: cancelling after the renewal date has passed

Tonal requires 24 hours' notice before your next renewal. If you cancel on the day of renewal, the charge may already have posted. You then must request a refund separately-a more tedious process.

Solution: Check your renewal date (visible in Membership Management) and cancel at least 2-3 days before that date. Add a reminder to your phone or calendar.

Mistake 3: not requesting written confirmation

If you cancel by phone and the representative doesn't email a confirmation, you have no proof if Tonal later denies they received your cancellation request or if the system error re-charges you.

Solution: Always ask for written confirmation. If the representative won't send one immediately, send a follow-up email to support@tonal.com within 30 minutes: "This email confirms my phone cancellation request made on [date] at [time] with [representative name, if provided]. Please confirm receipt and send a written cancellation confirmation."

Mistake 4: confusing membership cancellation with device returns

Some users cancel their membership thinking it returns their device. It doesn't. Cancellation only stops the subscription; the hardware remains yours. If you want a refund, you must separately initiate a hardware return within 30 days.

Solution: Decide: do you want to keep the device but drop the membership, or do you want your money back? These are two separate actions. Contact Tonal's support team and clarify your intent.

Mistake 5: letting the 30-day return window pass

Tonal's 30-day hardware return window is strict. After 30 days, you cannot return the unit for a refund under Tonal's standard policy, even if it's defective.

Solution: If you're uncertain about the device, test it thoroughly in the first week. If it's not right for you, initiate the return process before day 28. Document any defects with photos and timestamps.

Your cancellation checklist

Use this step-by-step checklist to ensure you've completed your cancellation correctly and have proof to back it up.

Deciding whether to cancel: a brief comparison

Before you pull the trigger, consider what you're cancelling and what alternatives exist. Below is a quick reference for the main scenarios:

When to escalate: consumer authorities and dispute resolution

If Tonal ignores your cancellation request, refuses a refund you believe you're owed, or continues charging after cancellation, you have formal escalation options under Singapore law.

Step 1: escalate within tonal

Email support@tonal.com with "Escalation Request" in the subject line. Include your previous cancellation or refund request, the dates, and your current issue. Request a response from a supervisor within 5 business days.

Step 2: contact CASE (Consumers association of singapore)

If Tonal doesn't resolve your issue, lodge a complaint with CASE:

• Website: case.org.sg
• Email: complaint@case.org.sg
• Phone: 6100-0315

CASE will mediate between you and Tonal at no cost. Provide copies of your cancellation request, confirmation emails, payment records, and any correspondence with Tonal.

Step 3: contact the ministry of trade and industry (MTI)

For breaches of the Consumer Protection (Fair Trading) Act, file a complaint with the MTI Consumer Protection Division:

• Website: mti.gov.sg
• Email: mti_cps@mti.gov.sg
• Phone: 6332-3711

The MTI can investigate and take enforcement action against Tonal if they find systematic non-compliance with consumer protection laws.

At Stopee, we recommend documenting every interaction with Tonal-emails, call logs, screenshots, payment confirmations-before escalating. This evidence is what authorities and mediators need to resolve your case fairly.

Summary: your action plan for cancelling tonal

Cancelling Tonal is straightforward if you follow the right steps and maintain clear records. Here's your simplified action plan:

Within 24 hours: Locate your renewal date, then cancel via your preferred method (web, app, or email). Screenshot or save all confirmations.

Within 48 hours: Check your email for Tonal's written confirmation. If you don't receive one, send a follow-up email requesting proof.

Within 7 days: Log back into your account and confirm your membership status has changed to "inactive" or "no active subscription".

If you want a hardware refund: Contact support@tonal.com within 30 days of installation and request a return authorization. Complete the return process before day 30.

If Tonal charges you after cancellation: Contact support immediately with proof of your cancellation confirmation, then escalate to CASE if the charge isn't reversed within 5 business days.

If Tonal refuses a refund you believe you're owed: Submit evidence (photos of defects, screenshots of failed features, or proof of misrepresentation) to support@tonal.com, then escalate to CASE or the MTI if Tonal doesn't respond within 10 business days.

Contact tonal and escalation addresses

Use these contact methods in order of urgency. Always start with email (you get a written record) unless your issue requires immediate resolution.

Tonal customer support

• Email: support@tonal.com (response time: 24-48 hours)
• Phone (US-based): 1-855-698-6625 (available during US business hours)
• Web portal: Log into tonal.com, go to Help or Support, and submit a support ticket.

Official tonal mailing address for formal correspondence

For formal cancellation notices or complaints that require certified delivery, use this address as specified in Tonal's Terms of Service:

Tonal Systems, Inc.
69 Converse Street, Suite 200
San Francisco, CA 94103
United States

Note: If your cancellation requires legal formality, send your letter via registered mail or courier. Keep the delivery receipt as proof of delivery.

Singapore consumer authorities

• CASE (Consumers Association of Singapore): case.org.sg, complaint@case.org.sg, 6100-0315
• MTI Consumer Protection Division: mti.gov.sg, mti_cps@mti.gov.sg, 6332-3711

Final thoughts: you have more power than you think

Cancelling a subscription like Tonal can feel daunting-especially when you've invested thousands of dollars and the company's cancellation process seems deliberately opaque. But you're not powerless. Singapore's consumer protection laws are strong, and Tonal is legally obligated to honour your cancellation request, process refunds fairly, and respond to escalations.

Stopee's role is to make sure you know exactly what to do and where to go if Tonal resists. We've helped thousands of Singapore consumers cancel subscriptions, recover refunds, and hold companies accountable. The key is clarity, documentation, and persistence.

Take action: note your renewal date, submit your cancellation, and save every confirmation. If you run into obstacles, use the escalation pathways we've outlined. Stopee has compiled this guide to empower you, and we encourage you to share it with anyone struggling with their Tonal cancellation. Your consumer rights are real-now use them.