Manage Lensa

How to cancel lensa: your step-by-step guide and refund rights in singapore

What lensa is and why you might want to cancel

Lensa is an AI-powered photo editing application created by Prisma Labs, a Sunnyvale-based technology company. The app lets you enhance selfies, apply beauty filters, and generate artistic avatar images known as "Magic Avatars." You access Lensa on iOS, Android, and through its website, with free features available alongside paid subscriptions and one-time purchases for premium tools.

Many users discover they don't need the full subscription after the initial trial period, or they find the generated avatars don't meet expectations. At Stopee, we help consumers like you understand exactly when and how to cancel services you no longer value, ensuring you keep control of your subscriptions and your money.

How lensa is delivered to you

Lensa operates across three platforms, and your cancellation method depends on where you made your purchase. If you subscribed through Apple's App Store, Google Play, or the Lensa website directly, each platform handles billing differently. This matters because cancelling on the wrong platform won't stop your charges.

The company manages web subscriptions and purchases directly. App Store and Google Play handle their own billing, meaning you cancel through their platforms, not Lensa itself. Stopee recommends checking your original receipt or email confirmation to identify exactly where you subscribed before you attempt cancellation.

When you should consider cancelling

You might want to cancel if the premium features don't deliver the results you expected, if you've exhausted your Magic Avatar credits, or if the subscription cost no longer fits your budget. Trial periods are designed to let you explore the app guilt-free, but they expire quickly-often within 3 to 7 days-and charges follow automatically if you don't cancel beforehand.

The good news: cancelling early prevents future charges, and you often retain access through the end of your paid period. Stopee empowers you to make that decision without unnecessary delay or confusion.

Your consumer protection rights in singapore

Singapore's Consumer Protection (Fair Trading) Act shields you from unfair trading practices and gives you specific rights when purchasing digital services. Understanding these rights strengthens your position if Lensa refuses to cooperate.

What the consumer protection act means for you

Under Singapore law, service providers must act fairly and transparently. If Lensa's cancellation process is deliberately hidden or if the company fails to honour a valid cancellation request within a reasonable timeframe, you have grounds to escalate beyond their support team. The act specifically covers false or misleading representations about pricing, trial terms, and auto-renewal policies.

If you encounter resistance from Lensa, you can lodge a complaint with the Consumers Association of Singapore (CASE) or the Competition and Consumer Commission of Singapore (CCCS). Stopee recommends documenting every communication and keeping screenshots of charge confirmations and cancellation requests as evidence.

Your 14-day refund window for web purchases

Lensa's stated refund policy allows refunds or credits within 14 calendar days of a web-based transaction, though this is a company policy exception rather than a legal entitlement under Singapore law. This window applies only to purchases made directly on the Lensa website, not App Store or Google Play transactions. You must act quickly if you discover a charge you didn't authorise or a subscription you forgot to cancel before renewal.

Cancellation methods: where and how to cancel

Your cancellation path depends entirely on which platform processed your subscription. Stopee emphasizes this because using the wrong method leaves your subscription active and your money at risk.

Cancel on iOS through apple app store

Apple manages billing for all App Store subscriptions, meaning you cancel through Apple's systems, not Lensa directly. Follow these steps to stop your subscription before the next renewal date.

1. Open the Settings app on your iPhone or iPad.
   • Tap your name at the top of the settings screen.
   • Select Subscriptions (you may need to tap "iTunes & App Store" first, then tap your Apple ID).
2. Find Lensa in your active subscriptions list and tap it.
   • Tap Cancel Subscription at the bottom of the screen.
   • Confirm your cancellation when prompted.
3. Watch for a confirmation screen showing your subscription has ended. Warning: Do not simply delete the Lensa app-this does not cancel your subscription, and charges will continue.
4. Alternatively, open the Lensa app itself, navigate to Settings, tap Manage Subscriptions, and tap Cancel from within the app. Both methods reach the same Apple system.

Pro tip: Set a phone reminder for 2 days before your next renewal date if you want to cancel after your trial but haven't decided yet. This prevents accidental charges if you forget.

Cancel on android through google play

Google Play handles all Android app subscriptions, similar to Apple. You access your subscriptions through the Google Play Store app or the Play Store website.

1. Open the Google Play Store app on your Android device.
   • Tap the menu icon (three horizontal lines) in the top left corner.
   • Select Subscriptions from the menu.
2. Tap Lensa from your list of active subscriptions.
   • Tap Cancel Subscription.
   • Follow any prompts to confirm your cancellation.
3. You should see a confirmation message stating your subscription ends on a specific date. This is your last day of access. Warning: Uninstalling the app does not cancel the subscription-you must complete these steps within Google Play itself.
4. Alternatively, visit the web version of Google Play, navigate to Subscriptions, find Lensa, and cancel from there.

Pro tip: Check your Google Play transaction history to confirm the cancellation has registered. Refresh the page or close and reopen the app to see the latest status.

Cancel via the lensa website

If you purchased a subscription or credits directly from Lensa's website (not through an app store), you manage your account and cancel online through Lensa's portal.

1. Visit Lensa.app and log into your account using your email and password.
   • If you don't remember your password, use the "Forgot Password" link on the login page.
2. Navigate to My Account or Account Settings.
   • Look for a Subscriptions, Manage Subscription, or Billing section.
   • Tap or click Cancel Subscription next to your active plan.
3. Confirm your cancellation when the system asks. You should immediately receive a confirmation email at the address linked to your account.
   • Warning: If you don't receive an email within 5 minutes, log back in and verify that your subscription status shows as Cancelled. Contact Lensa support via their help pages if the status hasn't updated.
4. Save the confirmation email for your records, along with screenshots showing your subscription is cancelled.

Pro tip: Stopee recommends cancelling web subscriptions at least 48 hours before your next billing date to ensure the cancellation processes in time. Lensa's systems may take up to 24 hours to reflect changes.

What happens immediately after you cancel

Cancelling stops future charges, but understanding what you retain and what you lose helps you make the most of your remaining access.

Your access after cancellation

When you cancel a Lensa subscription, you keep access to the app and its features through the end of your current billing period or trial. If your subscription renews on the 15th and you cancel on the 10th, you can use premium features until the 15th at midnight. After that date, your account reverts to free-tier features only.

One-time purchases like Magic Avatar packs behave differently. If you bought a specific set of avatars, that purchase remains in your account permanently; cancelling your subscription doesn't remove avatars you've already generated or paid for.

Your data and account after cancellation

Cancelling your subscription does not delete your account, your photos, or your avatar history. Your profile remains active, and you can always resubscribe later if you wish. However, Lensa does not automatically delete your data when you cancel.

If you want to delete your account entirely, you must follow separate account deletion steps within the app or on the website. This action is typically permanent and cannot be undone, so consider carefully before proceeding. At Stopee, we remind you to download any avatar images or edits you want to keep before deleting your account.

Refunds: when you can recover your money

Refund eligibility depends on your purchase location and the reason you're requesting the refund. Stopee breaks down each scenario so you know exactly where you stand.

Lensa website purchases and the 14-day window

Lensa's refund policy states that web purchases qualify for refunds or credits within 14 calendar days of the transaction date. This applies to subscriptions started on the website and one-time purchases like avatar packs bought directly through Lensa.

To request a refund within this window, contact Lensa support through their help or contact page with your receipt number and transaction date. Explain why you're requesting the refund. Lensa typically responds within 3 to 5 business days and processes refunds to your original payment method within 7 to 10 business days thereafter.

Warning: After 14 days, Lensa typically does not issue refunds for subscriptions or digital purchases, even if you haven't used the service. This policy is stricter than Singapore's consumer law entitlements, but Lensa has the right to set it.

App store and google play refunds

Any subscription or purchase you made through Apple's App Store or Google Play must be refunded through those platforms, not Lensa. Lensa cannot process these refunds directly. Apple offers a limited refund window (typically 15 minutes to 1 hour after purchase on your first refund request, or up to 90 days for subsequent requests). Google Play allows refunds within 48 hours of purchase.

To request an App Store refund, go to Apple ID settings, select Purchase History, find the Lensa charge, and report a problem. For Google Play, open the Play Store app, navigate to Account, tap Manage Purchases, find Lensa, and select Report a Problem. Follow the prompts to request a refund.

Pro tip: If you're within the refund window and you cancel a subscription by mistake, act immediately. Resubscribing after a refund may require contacting support to restore your account.

Magic avatars and failed deliveries

Lensa makes an exception for Magic Avatar packs if a technical issue prevented the avatars from generating or delivering to your account. If you paid for avatars but never received them, contact Lensa support with your receipt and a description of what happened. Include screenshots showing the failed generation or missing avatars in your account.

Lensa will investigate and either regenerate your avatars or issue a refund if the issue cannot be resolved. This process may take 5 to 10 business days.

Pricing and subscription plans

Understanding Lensa's pricing structure helps you decide whether the subscription value justifies its cost and guides your cancellation timing.

Lensa subscription and purchase options

Most Lensa subscriptions begin as a free or discounted trial (often 3 to 7 days), after which full charges apply. The annual plan offers better value than monthly if you plan to use the app long-term, but cancelling before trial expiry remains your priority if you've decided Lensa isn't for you.

Common cancellation mistakes and how to avoid them

Cancellation feels straightforward until you realise you've done it on the wrong platform or at the wrong time. We've seen countless customers make these mistakes, and Stopee wants you to avoid them.

Mistake 1: deleting the app instead of cancelling the subscription

This is the most common error. Removing the Lensa app from your phone does nothing to stop your subscription or recurring charges. Your subscription remains active on Apple's or Google's servers, and the next renewal charge arrives as scheduled.

Always cancel through your subscription settings (Apple, Google, or Lensa's website) before deleting the app. Delete the app only after you've confirmed your cancellation is active.

Mistake 2: cancelling on the wrong platform

If you subscribed through Google Play but try to cancel in the Lensa app settings, you won't find an option because Lensa doesn't manage that subscription. Conversely, if you bought a web subscription but search for it in your Apple settings, it won't appear there.

Before cancelling, verify your original receipt or bank statement to confirm whether charges came from Apple, Google, or Lensa directly. This single step prevents wasted time and continued charges.

Mistake 3: cancelling too close to the renewal date

Payment systems sometimes process charges before cancellation requests propagate through the network. If you cancel on the same day as your renewal date, you may still be charged. Stopee recommends cancelling at least 48 hours before your next billing date, especially for web subscriptions.

Check your latest receipt or account settings to see your exact renewal date, then set a reminder to cancel 2 days earlier.

Mistake 4: forgetting to save your cancellation confirmation

Email confirmations and screenshots of your cancelled subscription status serve as proof if a dispute arises later. If Lensa or your payment processor claims you were still subscribed and charges you after you believe you cancelled, these records protect you.

Forward your confirmation email to a folder you keep for financial records, and take a screenshot showing your subscription status as "Cancelled" or "Inactive." Stopee has helped thousands of consumers resolve billing disputes by providing exactly this documentation.

Your post-cancellation checklist

After cancelling, follow these steps to ensure the cancellation fully takes effect and to protect yourself from unexpected charges.

1. Confirm your cancellation was successful by logging into your subscription account (Apple, Google, or Lensa website) and verifying that your subscription shows as Cancelled, Inactive, or Expired.
2. Save your cancellation confirmation email and take screenshots of your subscription status for your records.
3. Set a phone reminder for your next expected billing date to check that no charge appears on your bank or card statement.
4. If a charge does appear after cancellation, contact Lensa support immediately with your cancellation confirmation as proof. Escalate to your bank or card issuer if Lensa refuses to reverse the charge.
5. Monitor your account login history in Apple, Google, or Lensa settings over the next 30 days to spot any unauthorized access attempts.
6. If you plan to keep using Lensa's free features, verify that your account still works with the free tier after the cancellation date passes.

When you should escalate beyond lensa

Lensa's support team should resolve most cancellation and refund requests within 5 business days. If they ignore your request, deny a refund you believe you're entitled to, or claim they never received your cancellation-escalate immediately.

Contact the relevant regulator

Singapore's Consumers Association of Singapore (CASE) investigates unfair trading practices and mediates disputes between consumers and businesses. You can file a complaint if Lensa refuses to honour a valid cancellation or refund request within a reasonable timeframe.

The Competition and Consumer Commission of Singapore (CCCS) also accepts complaints about consumer protection violations. Both organisations have online portals where you submit your case, attach supporting documents (emails, screenshots, transaction records), and request a resolution.

Include Lensa's contact address (detailed below) when filing your complaint. Provide all evidence of your cancellation request, charges after cancellation, and communication with Lensa support. Regulators typically respond within 2 to 4 weeks with next steps.

Contact your bank or payment card issuer

If Lensa continues charging after you've cancelled and the regulator's process is slow, dispute the charge with your bank. This is called a "chargeback," and banks reverse unauthorised charges within 30 to 90 days. Provide your bank with your cancellation confirmation and proof that you cancelled before the charge occurred.

Your bank may decline the dispute if you cannot prove you cancelled, which underscores why saving confirmations is critical. Stopee strongly recommends attempting resolution with Lensa and regulators first, as too many chargebacks can affect your banking relationship.

Lensa's billing contact information

For formal cancellation notices, billing inquiries, or escalated support requests, contact Lensa (operated by Prisma Labs) at the address below. This is the official address for subscription and refund correspondence in Singapore.

Mailing address:
Prisma Labs, Inc.
660 Third Street, Suite 500
San Francisco, CA 94107
USA

Alternative contact:
Prisma Labs, Inc.
1530 Locust Street
San Francisco, CA 94103
USA

Send formal cancellation requests or refund appeals via certified or registered mail to ensure delivery proof. Include your email address, account details, transaction ID, and a clear statement that you are cancelling your subscription effective immediately. Request a written confirmation of receipt and cancellation.

For immediate support, use the help or contact form on Lensa.app. This method is faster for routine cancellations but less reliable for disputes.

Why stopee exists: helping you take back control

Cancelling a subscription should never feel overwhelming or risky. Yet thousands of users stay subscribed to services they no longer use simply because the cancellation process feels unclear or they worry they'll do it wrong and face unexpected charges.

At Stopee, we've built a platform and community dedicated to empowering you with clear, step-by-step guides for cancelling any service-Lensa included. We research every cancellation path, identify common traps, and provide the exact wording and screenshots you need to act confidently.

Stopee has helped thousands of consumers cancel subscriptions, recover refunds, and reclaim control of their spending. Whether you're cancelling Lensa, a streaming service, or a gym membership, you'll find the same high-quality guidance and support. Visit Stopee.com today to explore cancellation guides for the services you're paying for, and join a community of consumers who refuse to be charged for services they don't use.

Your money, your choice, your control. That's the Stopee promise.