Manage Ekm

How to cancel ekm and protect your business data in singapore

What ekm is and why merchants choose it

Ekm is a UK-based e-commerce platform that hosts online shops for merchants who want a managed solution rather than self-hosting. The service handles hosting, store templates, payment integrations, and customer support so you can focus on selling instead of managing technical infrastructure.

Ekm offers plans ranging from the Lite cloud subscription at S$34.38 per month through to the Pro tier, which comes with fully managed, custom arrangements. If you have built your store with Ekm and now need to move on, Stopee is here to guide you through cancellation with clarity and confidence.

Key features ekm provides

Ekm provides hosted online shop functionality, product management tools, payment processor integration, email marketing add-ons, domain registration, web statistics, and Fetchify integration. Most merchants use Ekm because they want a turnkey solution without the complexity of self-hosted platforms like WooCommerce or Shopify alternatives.

When cancellation makes sense

You might cancel Ekm if you are migrating to a different platform, scaling to a self-hosted solution, closing your online business, or finding Ekm's pricing no longer suits your needs. Whatever your reason, Stopee understands that cancellation should be straightforward and transparent.

Ekm pricing and plan overview

Understanding Ekm's pricing helps you assess whether cancellation refunds are available to you and what notice periods you must observe.

Current pricing table for singapore

Pricing notes for singapore merchants

Prices above are converted to SGD at an approximate rate and are representative only. Your actual billing may differ depending on local taxes, currency fluctuations, or promotions. Annual billing options typically offer a discount but disqualify you from Ekm's six-month money-back guarantee. Before you cancel, check your contract to confirm your billing frequency and any locked-in term.

Your consumer rights in singapore before you cancel

Singapore's Consumer Protection (Fair Trading) Act protects you when purchasing digital services, including hosted e-commerce platforms. Understanding your rights strengthens your position if Ekm refuses to honour a refund or delays your cancellation.

Statutory protections under singapore law

Under the Consumer Protection (Fair Trading) Act, Ekm must provide services with reasonable care and skill. If Ekm fails to deliver the hosting, uptime, or support standards promised in its contract, you may have grounds to cancel and claim a pro-rated refund of prepaid fees. Additionally, if Ekm makes material changes to its service (for example, significantly reducing uptime guarantees or removing core features), you can terminate with 30 days' written notice and receive a refund of unused prepaid charges.

Ekm does not advertise a blanket 14-day statutory refund as some consumer goods sellers do. This is because Ekm's service is delivered over time, not as a one-off purchase. However, Ekm's own six-month money-back guarantee can be a stronger protection if you qualify.

Ekm's six-month money-back guarantee

Ekm offers a conditional six-month money-back guarantee on eligible monthly plans (Standard and above) if you cancel within six months and work with your Account Manager. This guarantee applies only to shop rental charges on eligible monthly plans and explicitly excludes annual billing, non-refundable design or build fees, and extra services such as domain registration or email marketing subscriptions.

This commercial promise can be your strongest refund lever. If you joined Ekm recently on a Standard, Advanced, or Pro monthly plan and are not yet six months in, request a full refund when you call to cancel.

How to cancel ekm in three methods

Ekm offers different cancellation paths depending on whether you are still in the free trial or on a paid account. Follow the method that applies to your situation.

Method 1: cancel during your free trial

If you are still inside Ekm's free trial period, cancellation is self-service and does not require contacting support.

1. Log in to your Ekm shop admin interface using your account email and password.
2. Navigate to your account settings or billing section (location varies by dashboard version).
3. Select the option to cancel or delete your trial account.
4. Confirm cancellation when prompted. Your account will close immediately.
5. Check your email for a cancellation confirmation from Ekm within 24 hours.

Pro tip: Even during a trial, export your product data, images, and customer lists before deleting your account. Once the account is closed, Ekm may not provide data exports, and you could lose months of work.

Method 2: cancel a paid monthly account

If you are on a paid monthly plan (Lite, Basic, Standard, Advanced, or Pro), you must contact Ekm Customer Support directly to process cancellation. Stopee recommends calling rather than emailing because phone contact gives you an immediate record and prevents delays.

1. Call Ekm Customer Support on +44 (0)333 004 0333 (international dialling from Singapore).
   • Operating hours: 9:00am to 5:30pm UK time, Monday to Friday.
   • Convert UK time to Singapore time (UK is typically 8 hours behind Singapore).
   • If it is evening in Singapore, wait until morning UK time to call and avoid queues.
2. When you reach support, confirm you are the account holder or an authorised contact. Ekm will not process cancellation without direct verification from the account owner.
3. Before agreeing to cancel, ask support whether your plan qualifies for the six-month money-back guarantee. If you are within six months, push for a full refund.
4. Request a complete data export. Ask support to confirm what formats are available (CSV, JSON, XML) and request products, categories, images, customer records, and order history if needed.
   • Do not rely on support to export automatically after cancellation. Ask them to initiate the export during the call or confirm when you will receive a download link.
5. Ask whether you have paid for any add-on services (Ekm Email Marketing, Ekm Domains, Web Statistics, Fetchify integration, or paid app subscriptions). These must be cancelled separately and will not stop charging if you simply cancel the shop subscription.
6. Check your contract or account terms to see if you are locked into a minimum term. If so, confirm what notice period applies and whether early termination incurs penalties.
7. Provide the cancellation date you want (for example, end of current billing cycle or 30 days from today), and ask support to send written confirmation via email within 24 hours.
8. Request that support provide a final invoice showing any remaining charges and refund amount (if applicable).

Warning: Uninstalling Ekm apps from your dashboard does not stop recurring charges. If you have enabled email marketing or domain auto-renewal, those services will continue to charge you after your shop closes unless you explicitly cancel them on this call.

Method 3: cancel an annual plan or contract with locked terms

If you paid for an annual subscription or signed a long-term contract with minimum commitments, Ekm may require written notice and longer lead times.

1. Review your contract or Terms and Conditions document to identify the minimum term, notice period, and any early termination clauses.
   • Look for phrases such as "minimum term of X months" or "notice of 30/60 days required for termination".
   • Check whether early termination incurs a penalty (for example, a percentage of remaining fees).
2. Call Ekm Customer Support using the number above and request the exact cancellation requirements in writing. Do not rely on verbal promises.
3. Ask whether material changes to the Hosted Services (downtime, feature removal, or service degradation) allow you to exit without penalty under the material change clause.
4. If notice is required, prepare a written cancellation notice letter (email is acceptable) that states:
   • Your full name and Ekm account email address.
   • The date of this notice (for example, "15 December 2024").
   • Your intended cancellation date (for example, "31 January 2025" if a 30-day notice is required).
   • A request for written acknowledgement of the cancellation request.
5. Send the notice via email to Ekm support and request a read receipt or reply confirmation.
6. Keep a copy of this email and Ekm's confirmation for your records. This protects you if disputes arise over billing after your intended cancellation date.

Pro tip: If your annual contract excludes you from the six-month guarantee, check whether you can claim a pro-rated refund under the material change clause (if Ekm has degraded service) or under Singapore's Consumer Protection Act. Stopee has seen merchants recover partial refunds even on annual plans when service failures are documented.

What happens immediately after you cancel ekm

The period between cancellation confirmation and account closure can feel uncertain. Here is what to expect.

Timeline and access

Once Ekm confirms your cancellation, your shop access will close according to your billing cycle and any contractual notice periods. If you cancel mid-month on a monthly plan, Ekm typically closes access at the end of that billing cycle. If you gave 30 days' notice on an annual plan, your account will close 30 days from the notice date.

During this grace period, your shop remains live and you can still access your admin dashboard. Use this time to export any remaining data, download final reports, or notify customers of the closure.

Data retention and exports

Ekm does not guarantee indefinite data retention after cancellation. Once your account closes, you may lose access to product data, customer records, and images stored on Ekm's servers. Before your cancellation date arrives, complete the following steps:

• Export all products, categories, and descriptions in CSV or JSON format.
• Download all product images and media assets using your file manager or an automated tool like SFTP access if Ekm provides it.
• Export customer email lists and order history if you need them for customer service or tax records.
• Take screenshots of important pages, reviews, and performance metrics for your records.
• Request a final data export from support and confirm the download link works before your cancellation date.

Pro tip: If you are migrating to another e-commerce platform, confirm that the new platform accepts Ekm export formats. Some platforms like WooCommerce accept CSV imports natively, while others require conversion. Stopee recommends testing the import process in your new platform before you cancel Ekm, so you avoid data loss.

Domain and email continuity

If you registered your domain through Ekm, cancelling your shop does not automatically cancel your domain. Ekm will continue charging for domain renewal unless you explicitly cancel the domain subscription. Before your shop closes, decide whether you want to keep the domain (and transfer it to another provider) or let it expire.

Similarly, if you use Ekm's email marketing service or Ekm Email, those subscriptions remain active after shop cancellation and will continue charging you monthly. Contact support to cancel these add-ons at the same time you cancel your shop, or you will face surprise bills.

Refund eligibility and recovery options

Refund approval depends on your plan type, how long you have been with Ekm, and your contract terms. Stopee has helped merchants navigate Ekm refunds, and here is how to maximize your chances of recovery.

The six-month money-back guarantee

Ekm's six-month guarantee is your primary refund route if you qualify. Eligibility rules are strict:

• You must be on a monthly billing cycle (annual plans are excluded).
• Your plan must be Standard, Advanced, or Pro (Lite and Basic plans do not qualify).
• You must cancel within six months of account creation.
• You must work with your Account Manager (this means responding to Ekm's communications and not abandoning your account).
• The guarantee covers only shop rental charges, not design fees, build costs, domain registration, or add-on services.

If you meet all criteria, Ekm will refund 100 percent of your monthly shop rent. When you call to cancel, explicitly state: "I am within six months of opening my account on a Standard plan and want to claim the six-month money-back guarantee." This triggers the refund path and prevents support from offering partial refunds.

Pro-rated refunds for material changes

If Ekm changes the Hosted Services materially (for example, reducing uptime guarantees, removing core features, or degrading support), you can terminate with 30 days' notice and claim a pro-rated refund of prepaid fees for the unused portion of your subscription. This right exists under Ekm's Terms and Conditions and Singapore's Consumer Protection Act.

To invoke this right, document the change (screenshots of announcements, emails from Ekm), then reference it in your cancellation notice: "We are terminating this agreement due to material change to the Hosted Services and claim a pro-rated refund of prepaid fees from [date] to [date]."

Consumer law claims for service failures

If Ekm fails to provide the level of service promised (for example, guaranteed uptime, payment processing reliability, or support response times) and this failure causes business loss, you may have grounds to claim damages or a refund under the Consumer Protection (Fair Trading) Act. Stopee recommends documenting all service failures (downtime logs, support ticket screenshots) and attempting to resolve with Ekm first via written notice. If Ekm refuses, consider escalation to the Consumer Association of Singapore.

What you are unlikely to recover

Ekm will not refund:

• Non-refundable design or build fees paid upfront.
• Domain registration or renewal fees (these are pass-through costs from domain registrars).
• Email marketing or add-on service subscriptions (these operate independently).
• Monthly charges beyond your cancellation date if you give insufficient notice.
• Months outside the six-month guarantee window (unless material change applies).

When Ekm support offers you a partial refund, ask them to explain which category it falls under (guarantee, pro-ration, or policy exception). If the amount seems wrong, ask for an itemized breakdown.

Common mistakes merchants make when cancelling ekm

Cancelling a platform where you have invested months of work and customer data is stressful, and it is easy to rush the process or overlook critical steps.

Mistake 1: assuming app uninstallation stops charges

Many merchants remove Ekm Email Marketing, Fetchify, or other paid add-ons from their dashboard and assume the charges will stop. They will not. Uninstalling an app only removes it from your shop interface. The subscription continues in the background, and your credit card keeps being charged monthly.

Always call support and explicitly cancel each add-on service during your cancellation call. Ask support to confirm in writing that each paid service has been terminated and that no further charges will apply.

Mistake 2: cancelling without exporting data first

Once Ekm closes your account, data recovery becomes difficult or impossible. Merchants who cancel without downloading products, images, and customer lists often lose months of inventory and customer relationship data that could have been migrated or repurposed.

Export everything before your cancellation date. Create a secure folder on your computer with CSVs, images, and documentation, and verify that files download correctly before closing your account.

Mistake 3: missing the notice period for locked contracts

If you are on an annual plan or a long-term contract, Ekm may require 30, 60, or 90 days' written notice before termination. If you miss this deadline, your account may auto-renew and lock you in for another year, even if you have called support and told them you want to cancel.

Check your contract now, calculate the notice deadline, and send written notice as soon as you decide to cancel. Stopee strongly recommends sending notice in writing (email is acceptable) with a read receipt so you have proof of the date notice was received.

Mistake 4: not claiming the six-month guarantee

Many merchants do not know about Ekm's six-month money-back guarantee, or they wrongly assume they are ineligible. If you are within six months of opening your account on a Standard, Advanced, or Pro monthly plan, you almost certainly qualify. Claim it explicitly when you call or email cancellation.

Support will not automatically offer this refund if you do not ask. Many merchants cancel and receive a zero refund, only to later discover they were eligible for a full refund. Ask directly: "I want to claim the six-month money-back guarantee."

Mistake 5: cancelling via chat or contact form without follow-up

Submitting a cancellation request via contact form or live chat creates no legal record of your request. Support staff may lose the message, misunderstand your intent, or simply forget to process it. Days pass, you are charged again, and you have no proof you asked to cancel.

Always call support directly or send a cancellation notice via email with a read receipt. This creates a dated, documented record that protects you if billing disputes arise.

Before and after cancellation checklist

Use this checklist to ensure you do not miss any critical steps during the Ekm cancellation process.

Your next steps and support from stopee

Cancelling Ekm does not have to be complicated, but it requires clear planning and assertiveness. Follow the steps above, document everything, and do not accept vague promises from support staff.

If Ekm refuses to honour a refund you believe you are entitled to, escalate to the Consumer Association of Singapore or seek legal advice. Singapore's Consumer Protection (Fair Trading) Act gives you rights, and many small merchants have successfully recovered refunds through formal complaint channels.

Stopee has helped thousands of consumers cancel e-commerce platforms, subscription services, and digital tools with confidence and clarity. Whether you need step-by-step guidance, help drafting a cancellation notice, or advice on escalating a dispute with Ekm, visit Stopee at stopee.com. Our consumer advocates are ready to support you through every stage of your cancellation journey, and we are committed to helping you protect your data and recover any refunds you are owed.

Ekm contact details and addresses

Use these contact details to reach Ekm for cancellation requests and customer support inquiries.

Customer support contact

• Phone: +44 (0)333 004 0333
• Operating hours: 9:00am to 5:30pm UK time, Monday to Friday.
• For Singapore callers: UK time is typically 8 hours behind Singapore. Call during early morning Singapore time to reach support quickly.

Primary registered office for cancellation correspondence

For formal cancellation notices or legal correspondence, use Ekm's primary registered office address. Check Ekm's website or your contract for the current registered address, as registered office locations can change. Ekm may also maintain alternative registered offices in the UK for additional correspondence.

When sending formal notice, use registered mail or email with delivery confirmation, and keep a copy for your records.