Manage Waves

How to cancel your waves booking and protect your refund in singapore

What is waves and how does it work

Waves is a music-streaming and live experiences platform that lets you discover and book curated events, performances, and musical gatherings hosted by verified captains across Singapore. The service operates through a mobile app and website, combining on-demand music with experiential bookings, payment processing, and host marketplace features.

How waves structures its platform

Waves distinguishes between two user types: explorers (you, the customer) who search for and book experiences, and captains (event hosts) who list and run them. The platform handles your booking confirmation, payment collection, and cancellation requests through its app and web interface. When you book an experience on Waves, you enter into a service agreement governed by their terms, cancellation policy, and refund conditions.

Why people cancel waves bookings

You might cancel a Waves booking because your schedule changed, the event details shifted, you discovered a cheaper alternative, or the captain cancelled on you. Understanding your cancellation window and refund eligibility before you act is critical to protecting your money. Stopee has helped thousands of consumers navigate platform-specific cancellation policies, and Waves follows a time-based refund structure that rewards early action.

Your consumer rights in singapore before you cancel

Singapore's Consumer Protection (Fair Trading) Act (CPFTA) provides your legal foundation for challenging unfair cancellation practices or refund denials.

What the CPFTA guarantees you

Under the CPFTA, you have no automatic right to a refund simply because you changed your mind. However, you are protected if Waves misrepresents the service, the booking is defective, or the captain fails to deliver what was promised. If Waves claims all purchases are non-refundable in their terms but cancels your booking without cause, you may have grounds to dispute that blanket exclusion as unfair under Singapore law.

Your escalation points if waves refuses to refund

If Waves denies your refund claim after you have cancelled within the eligible window, you can escalate your complaint to the Consumers Association of Singapore (CASE) or the Competition and Consumer Commission of Singapore (CCCS). These bodies investigate unfair contract terms and help resolve disputes when a company refuses reasonable refunds. Stopee recommends documenting every communication with Waves, including screenshots of your booking, cancellation timestamp, and any policy pages you relied on.

Cancellation methods and which one suits you

Waves offers different cancellation paths depending on whether you are cancelling a single booking, a recurring subscription, or your entire account.

Cancelling a single explorer booking in-app or online

This is the most common cancellation path and takes 2-3 minutes. Your refund eligibility depends on how much time remains before the event starts.

Cancelling your waves subscription or account

If you subscribed to a recurring plan through the App Store, Google Play, or Waves' own website, you must cancel that subscription separately from individual bookings. Cancelling a single booking does not automatically stop future charges if you have an active subscription.

Step-by-step cancellation guide for your booking

Follow this exact sequence to cancel your Waves booking and secure your refund before the time window closes.

How to cancel your waves booking on mobile or web

1. Open the Waves app or visit the Waves website in your browser.
   • On mobile, ensure you have the latest version downloaded from the App Store or Google Play.
   • On web, log in to your account and navigate to the booking portal.
2. Sign in with your registered email or phone number and password.
   • If you have forgotten your password, use the "Forgot password" link to reset it before proceeding.
   • Two-factor authentication may be required; check your SMS or authenticator app.
3. Navigate to your bookings section or booking history.
   • This is typically labelled "My Bookings", "Upcoming Events", or "Reservations" in the main menu.
   • You should see a list of all confirmed and pending bookings with event dates and times.
4. Locate the specific booking you wish to cancel and select it.
   • Review the event start date and time to determine your refund eligibility window.
   • Note the current time so you know which refund tier applies (48+ hours, 24-48 hours, or less than 24 hours).
5. Tap or click the "Cancel booking" button and read the refund policy summary displayed on screen.
   • Waves will show you the refund percentage and any administrative fees that apply.
   • Warning: Do not close this window without clicking "Confirm cancellation" - navigating away cancels the action and you must restart.
6. Confirm your cancellation by tapping "Yes, cancel this booking" or the equivalent button.
   • You will receive an immediate on-screen confirmation with a cancellation reference number.
   • Check your email (including spam folder) for a cancellation receipt within 5 minutes.

How to cancel your waves subscription if you have a recurring plan

1. If your subscription renews through the App Store (iPhone users):
   • Go to Settings > [Your Name] > Subscriptions.
   • Select the Waves subscription and tap "Cancel Subscription".
   • Confirm the cancellation; your access will end at the end of your current billing cycle.
2. If your subscription renews through Google Play (Android users):
   • Open Google Play Store > tap your profile icon > Payments and subscriptions > Subscriptions.
   • Select Waves and tap "Cancel subscription".
   • Follow the prompts to confirm; your billing will stop immediately.
3. If your subscription was purchased directly through Waves' website:
   • Log in to your Waves account > Account Settings > Subscriptions or Billing.
   • Select your active subscription plan and click "Cancel plan".
   • Confirm the cancellation and request a reason (optional).

Your refund timeline and what money you will receive

Waves applies a time-based refund schedule that determines your eligibility the moment you cancel.

Refund amounts based on cancellation timing

When your refund will appear in your account

Waves processes refunds to your original payment method (credit card, debit card, or e-wallet) within 5 to 10 business days. If you paid via credit card, the refund may take up to 2 billing cycles to appear, depending on your bank. Pro tip: Check your bank's refund status page or contact their customer service if your refund does not arrive within 15 business days. Request a proof-of-refund email from Waves support if you need to escalate with your bank.

Important refund exceptions and gaps

Waves' privacy policy and terms state that all purchases are explicitly non-refundable, which directly contradicts their cancellation policy. This clause creates legal ambiguity. If Waves denies your refund and cites this blanket non-refundable language, escalate to CASE or the CCCS immediately - Stopee has seen this tactic used to wrongfully withhold refunds. Additionally, if you cancel an unconfirmed or pending booking, Waves may apply a penalty fee; check your booking status before cancelling.

What happens to your access and account after you cancel

Cancelling a single booking and cancelling your subscription are two separate actions that produce different outcomes.

Your access after cancelling one booking

When you cancel a specific event booking, your access to that experience ends immediately, and you will not receive a calendar invite, event details, or entry codes. If the event included downloadable content, pre-recorded sessions, or on-demand music playlists tied to that booking, your access to those resources will be revoked. Your Waves account itself remains active and open; you can still browse and book other experiences.

What happens to your waves account when you cancel

Cancelling a single booking does not close your account or delete your profile. Your saved preferences, follower list, and booking history remain intact. If you have a recurring subscription plan, that will continue to renew until you cancel it separately through your app store or Waves account settings. If you wish to delete your Waves account entirely, you must contact Waves support directly or find an account deletion option in your privacy settings.

Mistakes to avoid when cancelling your waves booking

We understand that cancellations are often stressful, especially when money is at stake - here are the traps that cost most explorers their refunds.

The most expensive cancellation mistakes

• Waiting until the last minute: Cancelling within 24 hours of the event means zero refund. Set a reminder 48 hours before your event so you never miss the full-refund window.
• Cancelling the wrong booking: If you have multiple upcoming events, double-check the event name, date, and time before confirming. Waves does not offer "undo" options after confirmation.
• Confusing "cancel booking" with "leave review": Some platforms hide the cancel button under a menu. Do not accidentally submit a review instead of cancelling.
• Assuming your subscription cancelled automatically: Cancelling a booking does not stop future charges. You must cancel your subscription separately in the app store or Waves settings.
• Not documenting the cancellation: Screenshot your cancellation confirmation and save the reference number. If a refund dispute arises, this proof is critical for escalating to CASE.
• Accepting a vague refund timeline: If Waves says "refund will be processed soon", ask for a specific date. Fourteen business days is standard; anything longer needs written justification.

Red flags that suggest waves may refuse your refund

If Waves support responds that your booking is non-refundable, cites their blanket non-refund clause, or insists you cancel through the captain instead of the platform, these are warning signs. Contact Stopee or escalate to CASE immediately - legitimate platforms honour their time-based refund policies regardless of legal language elsewhere in their terms.

Refund denial and what to do next

Waves should process your refund automatically within 5 to 10 business days of cancellation. If you do not see the money in your account after 15 business days, take action immediately.

Your escalation checklist

1. Contact Waves support via email, in-app chat, or their website contact form with your cancellation reference number and booking details.
2. Ask for written confirmation of your refund status, including the exact amount, refund method, and expected arrival date.
3. If Waves does not respond within 7 days, or if they deny your refund incorrectly, file a complaint with the Consumers Association of Singapore (CASE) at their online portal or visit their office at Blk 216, Henderson Road, Singapore 159553.
4. Include screenshots of your booking confirmation, cancellation confirmation, and all email correspondence with Waves.
5. Provide CASE with a clear statement of how much money you are owed and why (for example: "I cancelled 60 hours before the event and am entitled to a full refund less a small admin fee").
6. CASE will investigate and attempt to mediate a resolution; escalate to the CCCS if CASE cannot resolve the matter.

Pricing snapshot and subscription plans available

Waves offers both one-time event bookings and recurring subscription options; pricing varies by experience type and your location in Singapore.

Current pricing and subscription structure

Finding the best plan for your needs

If you attend events occasionally (fewer than four per year), book events individually and do not subscribe. If you are an active explorer attending multiple events monthly, a monthly subscription with event discounts will save you money. Before subscribing, trial the platform with one or two one-time bookings to confirm you enjoy the experience and captain quality. Stopee recommends treating your first booking as a test flight.

Should you cancel waves or stick with it

Deciding whether to cancel is personal, but here is how to think through it logically.

Reasons you should cancel your waves subscription

• You have not used it in over a month and have no upcoming bookings.
• Event quality has declined or captains are not delivering what they promise.
• You found a cheaper alternative music-streaming service without the booking feature.
• You are concerned about recurring charges and prefer paying per event.
• Waves has not honoured your refund requests or provides poor support.

Reasons you should keep your waves subscription

• You book at least two events per month, and the subscription discount pays for itself.
• You value the curated, local music experience and exclusive events Waves offers.
• The platform integrates with your calendar and social circle, making event discovery seamless.
• You have built a following as a captain and generate revenue from listings.
• Waves' pricing is competitive and you have had no billing or refund issues.

Common questions about your cancellation and refund

Can i cancel after the event starts

No. Once the event begins, your booking is non-refundable and you cannot cancel retroactively. This applies even if you did not attend or the captain delivered poor service. Always cancel before the start time if you are no longer able to attend.

Will cancelling hurt my waves reputation or booking history

Cancelling bookings does not appear on a public profile or affect your ability to book future events. Waves tracks cancellation patterns internally, but a single or occasional cancellation will not penalise you. Chronic cancellations (many cancellations within a short period) may eventually trigger account restrictions.

What if the captain cancels first

If a captain cancels your confirmed booking, Waves guarantees you a full refund with no questions asked and no deductions. The refund appears within 5 to 10 business days. You will also receive a notification from Waves and the option to book an alternative event or receive a credit.

Contact information and escalation addresses

If you need to contact Waves support or escalate a cancellation dispute, here are your official channels.

Waves customer support

Waves operates primarily through in-app support and their website contact form. They do not list a public Singapore office address in readily available sources, which is a transparency concern. To reach support, use the "Help" or "Contact Us" section in your Waves app or email support through the form on their website. Include your full name, booking reference, and a clear description of your issue.

Escalating to consumer protection authorities

If Waves denies your refund or ignores your support requests:

• Consumers Association of Singapore (CASE): Visit case.org.sg or call 6100 0315. File a complaint through their online portal or visit their office at Block 216, Henderson Road, #01-01, Singapore 159553. Response time is typically 7 to 14 days.
• Competition and Consumer Commission of Singapore (CCCS): Visit cccs.gov.sg or call 6100 1800. CCCS handles systemic unfair practices and can take enforcement action against Waves if they repeatedly breach cancellation policies.
• MoneySmart or local fintech watchdogs: Report billing disputes through your payment provider (credit card issuer or e-wallet service) and request a chargeback or reversal if Waves refuses a valid refund.

Final checklist before and after your cancellation

Use this list to confirm you have taken every step to protect your refund and your account.

Summary and next steps to cancel confidently

Cancelling your Waves booking is a straightforward process when you act within the 48-hour full-refund window and follow the step-by-step sequence outlined in this guide. Singapore's Consumer Protection (Fair Trading) Act gives you legal backing if Waves wrongfully denies your refund. Stopee empowers you to cancel with confidence by providing transparent timelines, refund amounts, and escalation pathways. If Waves refuses your legitimate refund claim, contact the Consumers Association of Singapore or the CCCS - these bodies exist to protect you.

Remember: cancellations are not failures; they are the right choice when circumstances change. Stopee has helped thousands of consumers cancel subscriptions and recover refunds they were owed. The same logic applies here. Act decisively within your refund window, document everything, and escalate immediately if support fails you. Your money is yours to protect, and Stopee stands ready to back your cancellation with the facts and authority you need.