Manage Synapse

How to cancel synapse and protect your payments in singapore

Understanding what synapse actually is

Synapse is not a single service - it's a family of products that share the same name, each with different cancellation rules and refund policies. This confusion is precisely why you need clarity before you try to cancel.

At Stopee, we've helped thousands of Singapore consumers navigate multi-entity services like this. The three main Synapse variants you're likely to encounter are: Synaps (a CAD and design collaboration platform), Synapse Mental Wellbeing (therapy and counselling appointments), and Synapse AI or Synapse+ (artificial intelligence productivity apps). Each operates independently, charges differently, and cancels differently.

The three main synapse services

Synaps is a cloud-based CAD platform for collaborative design work. It charges subscription fees for paid accounts and uses term-based billing cycles. Synapse Mental Wellbeing connects you with licensed therapists and counsellors through appointment booking. Synapse AI and Synapse+ are mobile and web applications focused on note-taking, task management, and AI-powered productivity features, typically sold through app stores.

If you're cancelling one service, the others remain active unless you cancel them separately. This is a critical mistake many customers make - they think one cancellation stops all charges. It doesn't.

Why knowing the difference matters for your refund rights

Singapore's Consumer Protection (Fair Trading) Act (CPFTA) gives you rights around misleading representations and unfair contract terms. However, these rights apply differently depending on which Synapse service you're cancelling and how you paid. If you're confused about which service you're using, you may lose leverage when asking for a refund. Stopee's approach is to help you identify exactly what you're paying for before you act.

Your rights when you cancel in singapore

What the consumer protection (Fair trading) act protects you for

Singapore's CPFTA protects you from unfair contract terms, misleading representations about services, and hidden conditions. If a Synapse service failed to disclose its cancellation policy clearly, charged you without your informed consent, or locked you into a contract with unreasonable exit fees, you may have grounds to lodge a complaint with the Competition and Consumer Commission of Singapore (CCCS).

However, if you simply changed your mind after purchasing, the CPFTA does not automatically entitle you to a refund. The protection applies when the business breached a consumer law, not when you simply regretted your choice.

Your cancellation rights at a glance

You have the unconditional right to stop using any Synapse service. However, your refund entitlement depends on when you cancel and which service you're using. For app-store purchases, you have up to 14 days to request a refund through the app store itself (not through Synapse). For direct subscriptions and paid accounts, Synaps and Synapse AI typically enforce a non-refund policy on prepaid fees, meaning you lose the unused portion if you cancel before your term ends.

Synapse Mental Wellbeing is different: you may receive a partial refund if you cancel a prepaid package before using all sessions, though late cancellations (less than 24 hours before an appointment) incur a full session charge.

How to cancel synaps (the CAD platform)

Step-by-step cancellation on synaps

Synaps is the design collaboration platform. If you subscribed to a paid account for collaborative CAD work, follow this process to cancel.

1. Sign in to your Synaps account using your email and password on the main platform.
   • If you cannot access your account, use the "Forgot Password" link to reset your credentials.
2. Navigate to your account settings or profile menu, usually located in the top-right corner of the dashboard.
   • Look for a gear icon, profile picture, or "Settings" label.
3. Find the subscription or billing section within account settings.
   • This may be labelled "Subscription", "Billing", "Plans", or "Account Type".
4. Locate the delete account or cancel subscription option.
   • Synaps requires you to delete your Owner Account to terminate a paid subscription; deletion initiates the cancellation.
   • Warning: Account deletion is permanent. Export or download any projects, designs, or files you need before deleting.
5. Confirm the deletion by entering your password or responding to a confirmation email.
   • Synaps may ask you why you're leaving. You are not required to provide detailed feedback.
6. Verify cancellation took effect by checking your payment records.
   • Cancellation usually takes effect at the end of your current paid term. You retain access until that date unless you immediately deleted your account (in which case access may be removed sooner).
   • Pro tip: Request a cancellation confirmation email for your records. This protects you if Synaps charges you again by mistake.

What to do if synaps won't let you cancel

If you cannot access the delete account function or Synaps refuses to cancel, contact their support team directly through the platform's help section. Provide your full name, email address, and account ID (usually shown in your account settings). Ask for written confirmation of your cancellation request.

If Synaps continues to charge you after you've requested cancellation, escalate to the CCCS (Competition and Consumer Commission of Singapore). They have the authority to investigate unfair contract terms and non-cancellation practices. Stopee's experience shows that this escalation often resolves the issue quickly, because businesses take regulatory complaints seriously.

How to cancel synapse mental wellbeing appointments

Cancelling individual sessions and prepaid packages

Synapse Mental Wellbeing operates as a booking platform connecting you with licensed therapists. If you've booked appointments or purchased a prepaid package of sessions, you need to cancel through their booking system or directly with the clinic.

1. Log in to the Synapse Mental Wellbeing booking portal using your email and password.
   • If you booked through a third-party calendar system or email confirmation, use the cancellation link provided in that email instead.
2. Navigate to your upcoming appointments or active bookings.
   • You should see a list of scheduled sessions with dates, times, and therapist names.
3. Select the appointment you want to cancel and click the cancel or reschedule button.
   • Most platforms let you cancel up to 24 hours before the session with no charge.
4. Confirm your cancellation by clicking yes or submit in the final prompt.
   • Warning: If you cancel within 24 hours of your session, you will be charged the full session fee with no refund. No-shows are also charged in full.
5. Save or screenshot the cancellation confirmation for your records.
   • This proves you cancelled before the deadline and protects you if the therapist or clinic disputes the cancellation.

Requesting a refund for unused prepaid sessions

If you purchased a multi-session package and want to cancel the remaining sessions, contact the clinic or booking administrator directly. Email is best so you have a written record. Explain that you want to cancel your package and request a refund for unused sessions minus any applicable admin fees.

Synapse Mental Wellbeing terms typically allow partial refunds for unused prepaid packages, but the clinic may deduct an administrative or cancellation fee (usually 10-20% of the unused balance). This is not illegal under the CPFTA as long as the fee is reasonable and was disclosed upfront.

How to cancel synapse AI apps through the app store

Cancelling on the apple app store

If you subscribed to Synapse AI through the Apple App Store (iOS), you must cancel through Apple, not through Synapse. Apple controls the subscription and refund process.

1. Open the Settings app on your iPhone, iPad, or Mac.
2. Tap or click your name at the top of the settings menu.
   • This opens your Apple ID profile.
3. Select "Subscriptions" from the menu.
   • You'll see a list of all active app subscriptions.
4. Find "Synapse AI" or "Synapse+" in the list and tap it.
   • If you don't see it, you may not have an active subscription, or it may be listed under a different name.
5. Tap "Cancel Subscription" or "Edit Subscription".
   • Apple will ask you to confirm the cancellation. You may see a message saying you'll lose access after your current billing period ends.
6. Confirm by tapping the final "Cancel" or "Confirm" button.
   • Your subscription ends at the end of your current billing cycle. You keep access until that date.
   • Pro tip: Screenshot the confirmation screen. Apple sends a confirmation email, but screenshots provide instant proof if a dispute arises.

Cancelling on google play (Android)

For Android users who subscribed through Google Play, the cancellation process is similar but done through the Google Play Store app or website.

1. Open the Google Play Store app on your Android device or visit play.google.com on a web browser.
2. Tap or click the profile icon in the top-right corner.
3. Select "Manage your Google Play account" or "Account".
4. Navigate to the "Subscriptions" section.
5. Find "Synapse AI" or the exact app name and tap it.
6. Tap "Cancel subscription" and confirm.
   • You retain access through the end of your current billing period.

Refunds for app store purchases

Warning: App store refunds are strictly time-limited. Apple and Google allow refunds only within 14 days of the initial purchase or renewal. If you cancel outside this window, you will not receive a refund, even if you cancel immediately. The unused portion of your subscription is forfeited.

To request a refund through the app store, follow the cancellation steps above, then contact Apple (for iOS) or Google (for Android) support and explain why you want a refund. If you're within 14 days of your purchase, you have a reasonable chance of success. Outside that window, your request will likely be declined.

What happens after you cancel

Access to your account and data after cancellation

Cancellation means different things depending on the Synapse service. For Synaps, you retain access to your account and projects until the end of your current billing term. After that date, access to paid features is removed, though some free-tier functions may remain available.

For Synapse Mental Wellbeing, cancellation stops new bookings but does not affect appointments already scheduled (they proceed unless cancelled individually). Your therapist records and appointment history remain in the system for a defined retention period (check their privacy policy).

For Synapse AI apps, cancellation removes access to premium features at the end of your billing cycle, but basic or free features remain available. Your notes, tasks, and data typically stay in the app unless you delete them manually.

Auto-renewal and billing after cancellation

Cancellation stops all future charges immediately. However, if you cancel mid-cycle, your current billing period remains active and you will be charged for that period. You do not receive a refund for the days remaining after cancellation.

Verify that charges have actually stopped by checking your payment method (credit card, bank account, or billing platform) 5-7 days after cancellation. If Synapse continues to charge you after cancellation, contact your bank or credit card issuer and dispute the charge. This is faster than asking Synapse directly.

Backing up your data before cancellation

Account deletion or cancellation may trigger automatic data removal on some platforms. Before you cancel, export any critical information: design files from Synaps, appointment notes or therapy records from Synapse Mental Wellbeing, and exported notes or tasks from Synapse AI apps.

Check each service's data deletion policy in their terms of service. Some services permanently delete data 30 days after cancellation with no recovery option. Stopee recommends backing up your data at least 7 days before your intended cancellation date to avoid losing important records.

Refund expectations when you cancel

Standard refund policy across synapse services

Synapse-related services enforce a largely non-refundable policy on prepaid fees. This means if you pay for a month and cancel on day 15, you lose the remaining 15 days of service with no refund. This is standard in the subscription industry and is legal under Singapore law, as long as the policy was clearly disclosed when you signed up.

However, if Synapse failed to disclose the non-refund policy, or if you paid by credit card and have not received the service you paid for, you have stronger grounds to request a refund. Stopee has seen consumers successfully reverse charges by disputing them through their bank as "services not rendered".

Entity-specific refund details

When you should cancel synapse

Signs you should cancel

You should cancel Synapse if you no longer use the service, if the features don't meet your needs, if the price has increased beyond your budget, or if you've found a better alternative. Don't delay cancellation out of inertia or guilt. Every day you wait is another day of charges.

If you subscribed by mistake, cancel immediately and request a refund within 14 days (for apps) or within a reasonable timeframe (for direct subscriptions). The sooner you act, the stronger your refund case.

Common reasons customers cancel

Many customers cancel Synapse because they signed up for a free trial and forgot to cancel before the paid subscription started. Others discover cheaper competitors or realise the premium features don't justify the cost. Some cancel because they tried the service and it didn't fit their workflow.

Whatever your reason, cancellation is your right. Don't let guilt or perceived hassle keep you paying for something you don't use. Stopee exists to make the cancellation process clear and straightforward.

Common mistakes when cancelling synapse

Mistakes that cost you money

Cancelling one Synapse service doesn't cancel the others. We see this repeatedly: customers cancel Synaps but Synapse AI keeps charging them, or they cancel the app subscription but Synapse Mental Wellbeing continues to charge for scheduled appointments. Check all three services if you subscribed to multiple Synapse products.

Another costly mistake is cancelling your app subscription but forgetting to export your data. Account deletion can trigger permanent data loss. Always back up your notes, files, and records before finalising cancellation.

Cancelling less than 24 hours before a Synapse Mental Wellbeing appointment results in a full session charge with no refund. Mark your calendar with the 24-hour cancellation deadline. If you can't make an appointment, cancel immediately to stay within the window.

Mistakes that lose you refund leverage

Paying in cash or by bank transfer removes your refund options. Credit card payments and app store purchases are far easier to dispute. If you must pay, use a credit card so you can dispute the charge if a refund is refused unfairly.

Asking for a refund after 30-60 days is much harder than asking within 14 days. Act fast. The longer you wait, the more Synapse assumes you're satisfied with the service.

Deleting your account before requesting a refund weakens your case. Cancellation and refund are separate actions. Cancel first, request your refund in writing, and only delete your account after the refund is resolved.

Cancellation checklist for synapse

Use this checklist to ensure you've cancelled correctly and haven't missed any Synapse services:

• Identify which Synapse service(s) you're actually using: Synaps, Synapse Mental Wellbeing, Synapse AI, or a combination?
• Export and back up any critical data (design files, therapy notes, app data) before cancelling.
• Cancel each service using the correct platform (web account for Synaps and Mental Wellbeing, app store settings for Synapse AI).
• Save cancellation confirmation emails or screenshots as proof.
• Check your payment method 5-7 days after cancellation to confirm charges have stopped.
• If you're within 14 days of your first charge and want a refund, contact the relevant app store or Synapse support in writing.
• If Synapse refuses a refund unfairly, gather your evidence and contact the CCCS (Competition and Consumer Commission of Singapore).

Pricing and subscription plans reference

Understanding what you're paying for helps you decide whether cancellation makes sense. Synapse services vary widely in cost:

How stopee helps you cancel with confidence

Why stopee is your cancellation partner

Stopee exists because cancellation is often deliberately confusing. Businesses use dark patterns - hidden buttons, unclear timelines, multiple support channels - to make cancellation as hard as possible. You shouldn't need a guide to stop paying for something. Yet here we are.

Stopee has helped thousands of consumers in Singapore navigate exactly this kind of multi-entity service. We research each business's actual cancellation process, test it, and write step-by-step guides so you can cancel without wasting time or losing money. Our guidance on consumer rights comes from Singapore's Consumer Protection (Fair Trading) Act and published guidance from the CCCS.

Your next step

Identify which Synapse service you're using, work through the relevant cancellation steps above, and save your confirmation proof. If the cancellation is refused or you're charged after cancelling, contact the CCCS. If you need additional support navigating a specific Synapse service, Stopee is here to clarify the process further.

Don't let subscription fees drain your budget. Take action today. Stopee has helped thousands of consumers cancel subscriptions and recover their money - and we're here to help you do the same.

Contact and escalation information

Where to get help if cancellation fails

If Synapse refuses to cancel or continues charging you, escalate your complaint to the Competition and Consumer Commission of Singapore (CCCS). The CCCS has the authority to investigate unfair contract terms, misleading billing practices, and non-cancellation. You can lodge a complaint online at www.cccs.gov.sg or call them at +65 6100 1800.

For app store refunds, contact Apple Support (for iOS) at www.apple.com/sg/support or Google Play Support at support.google.com. These channels often approve refunds faster than asking Synapse directly.

For Synapse Mental Wellbeing, if the clinic refuses to refund unused prepaid sessions without valid reason, escalate to the CCCS as well. Therapy platforms operate under the same consumer law as other subscription services.

Stopee has helped thousands of consumers navigate cancellations across Singapore's largest and most confusing subscription services. Use this guide, stay organised with your proof, and don't accept non-transparent refusal to cancel or refund. Your money, your choice, your rights.