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Cancel Paddle: The Right Way
How to cancel paddle and claim your refund in singapore
What is paddle and why you might cancel
Paddle is a merchant-of-record platform that acts as the billing intermediary for software sellers worldwide. When you buy a subscription or one-off product from a software company using Paddle, you're actually transacting with Paddle as the merchant listed on your receipt and bank statement, even though you think you're buying from the original seller. Paddle handles checkout, invoicing, payment processing, tax compliance and subscription renewals on behalf of sellers in over 190 countries.
As a buyer in Singapore, you encounter Paddle when you see it on a receipt email or billing record. Paddle processes your payment, manages your subscription renewals and typically handles refund requests. If you've decided to cancel a Paddle subscription or want to understand your options, Stopee is here to walk you through every step and protect your consumer rights.
Why singaporeans cancel paddle
You might cancel Paddle for several reasons: you no longer need the software, you've switched to a competitor, the renewal surprised you, or you discovered unwanted charges. Regardless of your reason, you have clear cancellation pathways and consumer protections under Singapore law. Stopee helps you navigate these options without confusion or delay.
Your consumer rights in singapore
Singapore's Consumer Protection (Fair Trading) Act protects you when buying digital products and subscriptions. You have the right to cancel within a reasonable timeframe if goods or services don't match what was advertised. Additionally, Paddle's own terms offer a 14-day refund window for eligible purchases, which we'll detail below. Stopee recommends understanding both your legal rights and Paddle's stated policy before you cancel, so you know exactly what to expect.
Paddle pricing and plan options
Understanding what you're paying
Paddle charges sellers a transaction fee (typically 5% plus a fixed amount per transaction) but doesn't directly charge you as a buyer. Instead, the seller you purchase from incorporates Paddle's fees into the price you see at checkout. Your receipt shows the total in Singapore Dollars (SGD), calculated at checkout based on the seller's currency conversion settings.
Paddle's fee structure
| Service model | Cost to sellers | Impact on you as buyer | What's included |
|---|---|---|---|
| Pay-as-you-go (most common) | 5% + US$0.50 per transaction (converted to SGD) | Built into your checkout price | Payments, billing, tax handling, fraud protection, subscriptions, revenue recovery |
| Custom / Enterprise | Negotiated per seller | Varies by seller | Customised billing solutions |
You won't see a separate "Paddle fee" on your invoice, but Paddle's cost is reflected in the seller's pricing. When you cancel, you're stopping future charges at that price point.
Methods to cancel based on your payment platform
Where you cancel depends on how you subscribed
Paddle acts as the merchant, but the actual cancellation portal varies depending on which platform processed your original payment. This is crucial: cancelling in the wrong place won't stop your charges. We'll show you exactly where to go for your specific payment method.
Cancellation routes by payment method
- Apple App Store subscribers: You cancel through Apple's subscription management (Settings > [Your Name] > Subscriptions), not Paddle directly.
- Google Play subscribers: You cancel via Google Play's subscription settings (Google Play Store app > Account > Subscriptions), not Paddle directly.
- PayPal payments: You cancel via the Paddle customer portal using the email address on your Paddle receipt.
- Credit card, Apple Pay or Google Pay: You cancel via the Stripe billing portal link sent in your receipt email from the seller.
The key rule: locate your original receipt or confirmation email first. It tells you which merchant platform processed your payment, and that's where you'll cancel. Stopee has helped thousands of consumers avoid cancelling in the wrong place-a mistake that wastes days.
Step-by-step cancellation for paddle subscriptions
The exact process for web-based subscriptions
If you subscribed via the seller's website using PayPal or a card payment, follow these steps to cancel your Paddle subscription. Most cancellations take under five minutes once you have your receipt email open.
How to cancel via paddle portal (PayPal subscribers)
- Find your most recent receipt or confirmation email from Paddle.
- Search your email inbox for "Paddle" or the name of the software you bought.
- Look for an email with a subject line like "Your receipt from [Company Name]" or "Subscription confirmation."
- Note the email address shown on the receipt (usually the one you used to subscribe).
- This is the email you'll need to access the Paddle portal.
- Visit the Paddle subscription management page (typically linked in your receipt email or accessible via Paddle's customer portal).
- Enter the email address associated with your Paddle account.
- Follow the verification steps (Paddle may send a confirmation link to your email).
- Locate your active subscription and select "Cancel subscription."
- Review any pre-cancellation offers (Paddle sometimes shows a discount to retain you).
- Click confirm cancellation-do not close the page until you see a confirmation message.
- Save your cancellation confirmation.
- Take a screenshot or note the cancellation reference number.
- You should receive a cancellation confirmation email within minutes.
How to cancel via stripe billing portal (credit card or apple Pay/Google pay)
- Retrieve your most recent receipt email from the seller.
- Look for an email with the seller's name or the subscription name.
- Scan the email body for a link labelled "Manage subscription" or "Billing portal."
- Click the Stripe billing portal link in your receipt email.
- Stripe will open a secure portal showing your subscription details.
- If the link is missing, reply to the receipt email asking for a direct link to your billing portal.
- Review your subscription and select "Cancel plan" or "Cancel subscription."
- Stripe may ask for feedback on why you're cancelling (optional).
- Confirm your cancellation-the page will display a final confirmation.
- Screenshot the cancellation confirmation or note the reference number.
- You'll receive a cancellation email from Stripe confirming that future charges have stopped.
Pro tip: If you can't find a Stripe link, email the seller's support team directly and ask them to either provide a billing portal link or cancel your subscription on your behalf. They have access to your account and can do it instantly. Stopee recommends keeping a record of all communications for your own protection.
Refunds and what to expect after cancellation
Your refund entitlements under singapore law
Paddle's terms outline a 14-day refund window for eligible purchases. Within 14 days of your initial purchase or most recent renewal, you can request a refund at Paddle's discretion. However, Singapore's Consumer Protection (Fair Trading) Act may give you broader rights if the service was misrepresented or didn't meet your expectations. Stopee always advises asserting both Paddle's policy and your legal protections when requesting refunds.
Refund timing and limits
- Initial purchases: You can request a full refund within 14 days of purchase, provided you haven't used the service extensively.
- Subscription renewals: Renewals are generally non-refundable after 14 days, but sellers can approve partial or full refunds at their discretion.
- Processing times: Credit card refunds typically process within 5-10 business days; PayPal refunds may take 3-5 business days.
- Beyond 14 days: Refunds are at the seller and Paddle's discretion, though you can still appeal under consumer law if you have grounds.
How to request a refund
Contact the seller or Paddle's support team directly through your receipt email. Explain why you're requesting the refund and reference the 14-day window or your consumer rights. Keep copies of all emails and transaction records. Stopee recommends being specific about whether you're requesting a full or partial refund and your preferred refund method (original payment method is standard).
What happens to your access after cancellation
Cancelling stops future renewals, but your access usually continues until the end of your current billing period. For example, if you cancel on day 10 of a 30-day cycle, you'll retain access until day 30. After that date, your access is disabled. Some sellers may revoke access immediately upon cancellation; check their terms or contact support to clarify. Paddle retains your transaction records for compliance and tax purposes but does not retain your personal data after a certain period unless required by law.
Common cancellation mistakes to avoid
Cancelling in the wrong place costs time and money
We understand the frustration when you cancel but charges continue. It usually means you cancelled on the wrong platform. If you subscribed via the App Store but tried to cancel via Paddle, the charges continue because Apple still has an active subscription linked to your account. Here are the mistakes Stopee sees most often:
- Cancelling via Paddle when you subscribed via App Store: Your subscription remains active on Apple. Cancel directly in Apple Settings instead.
- Cancelling via Stripe when you subscribed via PayPal: Your PayPal subscription persists. Cancel in your PayPal account or the Paddle portal instead.
- Not confirming cancellation: Take a screenshot the moment you see the confirmation message. This is your proof if the seller denies you cancelled.
- Ignoring pre-cancellation offers: Some sellers offer discounts to retain you at the cancellation screen. Only accept if you actually want to stay.
- Not checking your email for confirmation: Paddle and Stripe send verification emails. If you don't see one within 10 minutes, contact support-your cancellation may have failed.
Your consumer rights and escalation options
What the consumer protection (Fair trading) act means for you
Singapore's Consumer Protection (Fair Trading) Act prohibits unfair contract terms and deceptive practices. If Paddle or the seller charged you unexpectedly, locked you into automatic renewals without clear consent, or misrepresented the service, you may have grounds to dispute the charge under this law. Stopee recommends documenting the exact terms you agreed to and how the seller breached them.
Steps if paddle refuses your cancellation or refund
- Email Paddle's support team with your transaction ID, receipt, and a clear explanation.
- Reference your 14-day refund window or relevant consumer law.
- Request a response within 5 business days.
- If Paddle doesn't respond or refuses, escalate to the CASE (Consumers Association of Singapore).
- CASE handles complaints about unfair trading practices and subscription abuses.
- Contact: 1800-6-CASE-1 or visit www.case.org.sg
- File a dispute with your payment provider (credit card, PayPal, Apple, or Google).
- Most payment providers allow chargebacks or disputes within 180 days of the original charge.
- Provide your cancellation confirmation and receipt as evidence.
Stopee always encourages you to document every step: emails, cancellation confirmations, receipts, and any seller responses. This paper trail is invaluable if you need to escalate your complaint.
Cancellation checklist and what to keep
Your personal cancellation record
Use this checklist to ensure your Paddle cancellation is complete and verifiable:
- Find and save your original receipt email from the seller or Paddle.
- Identify your payment method (App Store, Google Play, PayPal, credit card, Apple Pay, or Google Pay).
- Cancel through the correct platform (not just Paddle if you used an app store).
- Screenshot or save the cancellation confirmation page.
- Receive the cancellation confirmation email (check spam folder).
- Verify that no charge appears on your next billing date (usually 7-14 days after cancellation).
- Keep all records for at least one year for dispute purposes.
Stopee recommends setting a calendar reminder to check your bank statement one week after cancellation. Catching a failed cancellation early gives you more time to dispute it with your payment provider.
Deciding whether to cancel or keep your paddle subscription
When cancellation makes sense
| Situation | Action | Timeline |
|---|---|---|
| You no longer use the software | Cancel immediately | Within 14 days for potential refund |
| You want to try a competitor | Cancel before next renewal | Check renewal date in your receipt |
| The service was misrepresented or broken | Request refund and cancel | Within 14 days; escalate to CASE if refused |
| Charges surprised you (unexpected renewal) | Cancel and request refund | Within 14 days and cite consumer law |
| You're testing a trial period | Cancel before trial ends | Before the first charge posts |
| You still actively use the software | Keep subscription | Renew as scheduled |
Contacting paddle directly
How to reach paddle for support
If you need to contact Paddle directly about a billing issue, refund, or cancellation problem, use these channels:
- Email: Support requests via your receipt email usually route to Paddle's support team within 24 hours.
- Online portal: Log into your Paddle account or access the Stripe/PayPal portal linked in your receipt.
- Escalation: If your issue remains unresolved after 5 business days, contact the CASE (Consumers Association of Singapore) at 1800-6-CASE-1 or www.case.org.sg
Paddle headquarters address: Paddle is registered in London, UK, and maintains operational offices in the United States and Ireland. As a Singapore consumer, your primary protection comes through CASE or your payment provider's chargeback process rather than direct contact with Paddle's offices.
Final steps: take control of your subscriptions
You have clear cancellation rights
Cancelling a Paddle subscription is straightforward once you know which platform processed your payment. Whether you subscribed via the App Store, Google Play, PayPal, or a credit card, you have a clear cancellation route and a 14-day refund window backed by both Paddle's terms and Singapore's Consumer Protection law. Stopee has helped thousands of consumers cancel Paddle subscriptions, claim refunds and regain control of their recurring charges-and we're here to help you too. Save your receipt, follow the correct cancellation path for your payment method, and keep your confirmation proof. If Paddle refuses to cooperate, escalate to CASE or your payment provider. Your consumer rights are strong, and Stopee empowers you to exercise them with confidence.