Manage Clarity

How to cancel clarity in south africa and protect your money

Understanding clarity and why you might want to cancel

Clarity operates as multiple services under the same brand name in South Africa, which can make cancellation confusing if you don't know which version you're using. You might be subscribed to the Clarity SaaS platform (Complete Clarity (Pty) Ltd), the Clarity App wellness service (We Heal Private Limited), or Clarity.fm for on-demand expert calls. Each has different cancellation rules and refund policies, and at Stopee, we've seen customers struggle because they contact the wrong support team or miss critical refund windows.

This guide walks you through cancelling any Clarity service, understanding your refund rights under South African consumer law, and avoiding the traps that cost you money. Whether you've changed your mind about a subscription, found a better alternative, or discovered unexpected charges, Stopee is here to help you cancel with confidence.

Which clarity service you're using matters

Before you cancel, identify which Clarity product appears on your bank statement or device. The Clarity SaaS platform is billed monthly or annually for business decision-making tools. The Clarity App is a mobile wellness tool with in-app purchases and non-refundable wallet recharges. Clarity.fm bills you for scheduled calls with experts and has specific refund rules based on whether the call happened. Stopee recommends checking your email confirmation or app purchase history to confirm which service you're cancelling, because the steps and refund timelines differ.

How to cancel clarity on each platform

The cancellation method depends on where you signed up and where the payment is processed. We'll take you through each platform step-by-step.

Cancel the clarity SaaS platform (web-based)

If you use Clarity for business analytics or decision-making tools accessed via web portal, follow these steps to cancel your subscription.

1. Sign in to your Clarity account at the web portal using your email and password.
   • If you've forgotten your password, click "Forgot password" and reset it via email before continuing.
2. Navigate to your account settings or billing dashboard.
   • Look for tabs or menu items labelled "Account", "Billing", "Subscription", or "Settings".
   • The location varies by platform version, so check the main menu or user profile icon.
3. Find the option to cancel, pause, or downgrade your subscription.
   • Most platforms label this "Cancel subscription", "Manage subscription", or "Downgrade plan".
   • Click through and confirm the cancellation date - your access normally continues until the end of your paid billing period.
4. If no self-service cancellation option exists, prepare a written cancellation request.
   • Email Clarity support with your full name, account email, and account number (if you have it).
   • State clearly: "I request cancellation of my Clarity subscription effective [date or immediately]."
   • Keep a copy of your email and note the date you sent it.
5. Receive cancellation confirmation via email.
   • Pro tip: Do not delete this email. It proves when you cancelled and protects you if incorrect charges appear later.

Cancel clarity purchases on apple app store or google play

If you subscribed or made in-app purchases through your Apple or Google account, you must cancel through that app store, not directly through Clarity. Stopee emphasises this because many customers cancel within Clarity but keep paying through Apple or Google.

1. Open the Apple App Store or Google Play Store app on your phone or tablet.
   • On Apple: tap your profile icon (top right), then "Subscriptions".
   • On Google: tap your profile icon (top right), then "Manage your Google Account" > "Payments & subscriptions" > "Subscriptions".
2. Find Clarity in your active subscriptions list.
   • Look for "Clarity Access" or similar product name.
   • If you don't see it, check "Expired" or "Cancelled" to confirm it's not already cancelled.
3. Tap on Clarity to view your subscription details.
   • Check the renewal date, price, and billing period.
4. Select "Cancel subscription" or "Cancel" and confirm.
   • On Apple, you may see an option to keep your current period or cancel immediately.
   • On Google, you typically cancel at the next renewal date by default.
5. You will receive a cancellation confirmation email from Apple or Google within minutes.
   • Warning: If you see no confirmation email within 10 minutes, log back in and verify the cancellation went through, because some cancellations fail silently.

Cancel clarity app wallet recharges and in-app purchases

The Clarity App (by We Heal Private Limited) works differently from traditional subscriptions. You load money into a wallet and use it to purchase features or services. Once you reload your wallet, that money is non-refundable and cannot be withdrawn, regardless of whether you use it.

1. Open the Clarity App on your mobile device.
   • Sign in if you are not already logged in.
2. Go to Account or Wallet settings within the app.
   • Look for a "Wallet", "Balance", "Payment", or "Account" menu.
3. Check your wallet balance and any active auto-reload settings.
   • If auto-reload is enabled, disable it to prevent future charges.
   • Note the current balance - you will not recover this money, but stopping auto-reload prevents further loss.
4. If you wish to delete the app entirely, uninstall it from your phone.
   • On Android: long-press the Clarity App icon, tap "Uninstall".
   • On iOS: press and hold the app icon, tap "Remove App" > "Delete App" > "Delete".
   • Important: Deleting the app does NOT cancel your subscription or refund your wallet balance. You must disable auto-reload and close your account separately if available.
5. Contact We Heal support if you wish to formally close your account or request an exception refund.
   • Explain your situation in writing and ask for consideration based on South African consumer protection law (see below).

Cancel clarity.fm expert call bookings

Clarity.fm bills you when you book a call with an expert. If the call has not yet taken place, you qualify for a full automatic refund. If the call happened, you need to request a refund and Clarity.fm may require the expert's approval.

1. Log in to your Clarity.fm account at clarity.fm.
   • Use your email and password.
2. Go to "My calls" or "Booked sessions" in your account dashboard.
   • Review your upcoming and past calls.
3. For calls that have not yet taken place, click "Cancel call" or similar.
   • Confirm the cancellation - you will be issued a full refund automatically within 5 to 7 business days.
4. For calls that already happened, contact Clarity.fm support in writing.
   • Email with your call ID, date, and reason for requesting a refund (poor service, call not delivered, etc.).
   • Clarity.fm may contact the expert for feedback before approving a refund for completed calls.
5. Save all refund confirmation emails.
   • Pro tip: Take a screenshot or PDF the confirmation, because refund evidence helps if you need to escalate to your bank or to Stopee for consumer advocacy.

Clarity pricing and plans at a glance

Understanding what you're paying for helps you decide whether to cancel or downgrade. Below is the pricing data we've observed in South Africa.

Exact features for each price tier are not always clearly listed, so contact Clarity support to confirm what you're paying for before you cancel. At Stopee, we recommend comparing these costs against alternatives before deciding to stay or go.

What happens to your access and data after you cancel

Once you've submitted a cancellation request, your service doesn't necessarily stop immediately. Knowing what to expect helps you plan and protect your work.

Your access after cancellation

In most cases, you retain full access to Clarity until the end of your current billing period. If you paid for a full month or year, you keep the service until that time expires. Some providers may disable features immediately on cancellation, so check your cancellation confirmation email to see the exact access end date. If you need to export data or reports, do so as soon as possible after cancelling, because access may be revoked without warning once the period ends.

Your data and account retention

Clarity services typically retain your account and data according to their privacy policy, even after cancellation. You are not entitled to automatic deletion. If you want your data removed, you must request a data deletion or export in writing. Stopee advises you to download any reports, CSV files, dashboards, or critical information before cancellation is final. Email Clarity support and ask for confirmation that your data has been deleted, then keep that confirmation for your records.

Your refund rights and when you can get money back

South African consumer law gives you strong protections, but Clarity's terms also apply. We'll explain both and show you how to claim a refund if you're entitled to one.

What clarity's terms say about refunds

Clarity App (We Heal Private Limited) explicitly states that wallet recharges are non-refundable and non-withdrawable. Once you load money into the wallet, that money is gone, even if you cancel immediately and never use it. The terms also do not provide refunds for price reductions or special promotions. Clarity.fm refunds unused scheduled calls automatically, but completed calls are evaluated case-by-case. The Clarity SaaS platform terms do not always clearly state a refund policy, which is a red flag under South African law (see below).

Your consumer rights under south african law

The Consumer Protection Act (CPA) of South Africa protects you, even if Clarity's terms say otherwise. You have the right to cancel a subscription service within 5 business days of the start date or first charge, and claim a full refund if you change your mind. If Clarity failed to deliver the service, charged you twice, or misled you about the service, you can claim a refund even after 5 days. If Clarity refuses your refund request, you can escalate to the National Consumer Commission (NCC) or your province's consumer protection authority.

Stopee emphasizes: the CPA overrides unfair contract terms, including the "non-refundable wallet" clause in the Clarity App terms. If you loaded your wallet because of misleading marketing or automatic renewal, you have grounds to request a refund.

How to request a refund if you believe you are owed one

1. Gather evidence of the charge: bank statement, email receipt, app store confirmation, or call recording.
   • Screenshot or export these so they cannot be changed.
2. Identify the reason you believe a refund is due.
   • Service failure: Clarity did not work as promised.
   • Double charge: you were billed twice for the same period.
   • Unauthorized charge: you did not authorize the purchase or recurring charge.
   • Within 5 days: you changed your mind within 5 business days of first charge (CPA right).
   • Misleading terms: you were not clearly told the wallet is non-refundable before loading it.
3. Contact Clarity support in writing (email is best) with your evidence and reason.
   • State the facts clearly: "I was charged R250 on [date] for Clarity Access. The service did not work [reason]. I request a full refund under section [X] of the Consumer Protection Act."
   • Include your account email, transaction ID, and date of charge.
4. If you paid via Apple App Store or Google Play, request a refund through that store first.
   • Apple and Google have separate refund windows (usually 14 to 90 days depending on the reason).
   • Explain the issue in your refund request to the app store.
5. If Clarity refuses or does not respond within 10 business days, escalate to the National Consumer Commission.
   • Visit www.ncc.org.za or call 0800 013 5846 (toll-free).
   • File a complaint with your evidence and Clarity's refusal.
   • The NCC will investigate and may order Clarity to refund you.

Common cancellation mistakes and how to avoid them

Cancelling a subscription sounds simple, but small errors cost you money and months of frustration. We've seen it happen too often, and Stopee wants to help you get it right the first time.

Mistake 1: cancelling the app without cancelling the subscription

Deleting the Clarity App from your phone does not cancel your subscription or stop billing. Your credit card or mobile wallet will continue to be charged on the renewal date. Always cancel the subscription within the app or contact support in writing before you delete the app. Check your bank statement 5 days after cancellation to confirm no charges appear.

Mistake 2: cancelling with clarity but not with apple or google

If you subscribed through the Apple App Store or Google Play Store, you must cancel through that store's account settings, not through Clarity. If you only cancel within Clarity, the app store will still charge you. This is one of the most common mistakes Stopee encounters. Log in to your Apple or Google account and verify the subscription is cancelled there too.

Mistake 3: not keeping cancellation confirmation

After you cancel, you will receive a confirmation email. Do not delete it. If you are charged again after cancellation, this email proves when you cancelled and protects you when disputing the charge with your bank. Stopee recommends exporting or screenshotting the confirmation and saving it in a folder labelled "Cancellations" for future reference.

Mistake 4: assuming your wallet balance will refund when you cancel

The Clarity App wallet is non-refundable. If you loaded R500 and then cancel, you lose that R500. Stop the auto-reload immediately if you see it enabled, but do not expect a refund for the balance already in your wallet unless you have grounds under consumer law (see refund section above).

Mistake 5: not requesting a refund in writing

If you believe you are owed a refund, a quick phone call or chat is not enough evidence. Email Clarity support in writing, state your case clearly, and keep a copy. If you need to escalate to the National Consumer Commission or your bank, that written record is your proof. Stopee advises always communicating cancellations and refund requests via email or recorded methods, never verbally.

Your checklist before and after cancellation

Use this checklist to ensure you've covered all the steps and protected your money.

Should you cancel or downgrade clarity instead

Before you cancel completely, consider whether downgrading to a lower-cost plan might better suit your needs. If you're paying for features you don't use, scaling down may save you money without losing access entirely.

When to downgrade instead of cancel

If you still use Clarity but only occasionally, downgrading to a lower tier (R199.99 instead of R249.99, for example) might cost less than the next best alternative and keep your account and data intact. You avoid the refund process, your access continues smoothly, and you can upgrade again if you change your mind. Most Clarity services allow in-app downgrades without cancellation fees. At Stopee, we recommend comparing the cost of downgrading against competitors before you decide to leave entirely.

When to cancel completely

Cancel if you've found a better alternative, if the cost has become unaffordable, or if the service simply doesn't meet your needs. Do not keep paying out of habit or guilt. Stopee empowers you to make the decision that's right for your budget and lifestyle. If you're cancelling because Clarity failed to deliver what it promised, mention this in your cancellation request - it strengthens any future refund claim.

Contact information for clarity cancellations

When you need to cancel in writing or escalate a refund dispute, use these contact details for the Clarity entity you're dealing with.

Complete clarity (Pty) ltd (Clarity SaaS platform)

If you use the Clarity SaaS business platform, contact the main office address:

Complete Clarity (Pty) Ltd
South Africa
For support and cancellation requests, visit your account settings or email the support address listed in your confirmation email.

If you cannot find a direct email address, submit your cancellation request via your account portal under "Help" or "Support", and request a written confirmation of receipt.

We heal private limited (Clarity app)

For the Clarity App wellness service, contact We Heal Private Limited through the app's help or settings section. If you need to escalate a refund dispute, reference the Consumer Protection Act in your email.

Clarity.fm

For Clarity.fm expert call cancellations and refunds, log in to your account and use the help or support centre. For complex disputes, email the support team and reference your call ID and booking date.

National consumer commission escalation

If Clarity refuses your refund request or does not respond within 10 business days:

National Consumer Commission (NCC)
South Africa
Phone: 0800 013 5846 (toll-free)
Website: www.ncc.org.za
File a complaint online or by phone with your evidence and Clarity's response (or lack thereof).

Summary and your next steps

Cancelling Clarity is straightforward if you know which service you're using and follow the right steps for that platform. Whether you're cancelling the SaaS platform, the Clarity App, or Clarity.fm calls, the process takes 10 to 15 minutes and your confirmation comes via email within hours. Do not delay - every day you remain subscribed is money spent, and your refund window (if you have one) is only 5 business days under South African consumer law.

Stopee has guided thousands of South African consumers through subscription cancellations, and we know the traps. Keep your confirmation email, monitor your bank account for 30 days after cancelling, and do not hesitate to contact the National Consumer Commission if Clarity charges you after you've cancelled. Your money is yours to protect, and Stopee is here to remind you that you have the power and the right to cancel any service that no longer works for you. Visit Stopee.com today to cancel Clarity and explore how Stopee has helped thousands of consumers reclaim their money and take control of their subscriptions.