Manage Clearscore

How to cancel clearscore in south africa: step-by-step guide and your rights

Understanding clearscore and why you might want to cancel

Clearscore is a free credit monitoring service that gives you access to your credit score and detailed credit report without paying a cent. The platform is designed to help South African consumers understand their financial health and track changes to their credit profile over time. You can use Clearscore via web browser or mobile apps on iOS and Android.

Many users sign up for Clearscore's basic free tier and never need more. However, Clearscore also offers Protect Plus, a paid subscription that adds credit monitoring alerts, identity theft protection and other enhanced features. If you've subscribed to Protect Plus and no longer need it, or if you've decided Clearscore isn't the right fit for your needs, you have clear options to cancel. At Stopee, we help thousands of consumers understand their cancellation rights and take control of their subscriptions.

What clearscore offers

The standard Clearscore account is completely free. You get unlimited access to your credit score, a detailed credit report pulled from South Africa's credit bureaus, and insights to help improve your financial health. The free tier is perfect if you simply want to monitor your credit occasionally without extra bells and whistles.

Protect Plus is the paid layer. This subscription costs a monthly fee (exact pricing varies and is shown during sign-up) and includes real-time credit monitoring alerts, identity theft protection services, and priority customer support. If you've been paying for Protect Plus but want to stop, Stopee can walk you through the cancellation process without confusion or missed steps.

Common reasons to cancel clearscore

You might decide to cancel Protect Plus because you no longer need the extra monitoring features, or because the monthly cost no longer fits your budget. Some users find the alerts overwhelming or prefer a simpler credit monitoring approach. Others switch to a competitor or decide that the free Clearscore tier covers what they actually need. Whatever your reason, you have straightforward cancellation methods available.

Your consumer rights in south africa when cancelling

South Africa's consumer protection laws give you important rights when you cancel a subscription, and Clearscore's own terms confirm they do not override these statutory protections.

The consumer protection act and your cancellation rights

Under South Africa's Consumer Protection Act (CPA), you have the right to cancel certain distance contracts (including online subscriptions) within a specific timeframe without penalty. For Protect Plus, Clearscore offers a 7-day cooling-off period from the date you purchase: if you cancel within 7 days, you get a full refund with no questions asked. This is a statutory protection, not a favour, and applies automatically.

After the 7-day window closes, refunds become more limited. You can still request one if there's a billing error, duplicate charge, or if Clearscore breaches its obligations to you. The key is understanding what counts as a legitimate refund claim beyond the cooling-off window. At Stopee, we help consumers know when they have a strong case for a refund and how to escalate if needed.

Escalation through the national financial ombud scheme

If you raise a complaint with Clearscore about Protect Plus and they don't resolve it within 20 business days, you can escalate to the National Financial Ombud Scheme (NFOS). This is a free, independent dispute-resolution service for financial services complaints in South Africa. You don't need a lawyer, and the ombudsman can order Clearscore to refund you or take other corrective action. Clearscore's Protect Plus terms include full contact details for the NFOS, and we recommend saving this information before you cancel.

Methods to cancel clearscore: which one applies to you

Clearscore gives you several ways to cancel, depending on what you're cancelling and which device you use.

Cancelling protect plus via the mobile app

If you subscribed to Protect Plus through the Clearscore app on your phone, cancelling through the app is usually the fastest route. The app will let you manage your subscription directly and confirm the cancellation immediately.

Warning: If you purchased Protect Plus through Google Play Store (Android) or Apple App Store (iOS), you must cancel the subscription through that platform, not through Clearscore itself. App store subscriptions are managed separately and require you to cancel at source.

Cancelling protect plus through the web

You can log into Clearscore's website and manage your subscription from your account settings. This method works whether you signed up on the web or via the app.

Deleting your entire clearscore account

If you want to remove yourself completely from Clearscore - not just cancel a paid subscription but delete your account and all your data - you can do so through the web account settings. Account deletion is permanent and cannot be undone. Before you delete, understand that you'll lose all access to your credit score, report history, and any insights you've saved.

Step-by-step: how to cancel protect plus on the clearscore app

Follow these steps if you're using the iOS or Android app and want to stop your Protect Plus subscription.

1. Open the Clearscore app on your phone (iOS or Android).
   • Make sure you're logged into the account that has the Protect Plus subscription.
2. Navigate to the Protect section or My Account area inside the app.
   • Look for a menu icon (three horizontal lines) or a profile/account icon at the bottom or top of the screen.
3. Find your Protect Plus subscription details.
   • You should see information about your current plan and billing date.
4. Select the option to cancel or unsubscribe from Protect Plus.
   • The app will ask you to confirm, and may show you a retention offer (a discount or incentive to stay). You're free to ignore this.
5. Follow the on-screen prompts to complete the cancellation.
   • The app will display a confirmation message. Screenshot or note the confirmation number and date.
6. Verify that your billing stops on the next billing date.
   • Check your email for a cancellation confirmation from Clearscore within a few hours or the next business day.

Pro tip: If you subscribed through Google Play or Apple App Store, the app will prompt you to cancel via that platform instead. Tap the link provided and follow the store's cancellation steps. This ensures the subscription is fully stopped at the source.

Step-by-step: how to cancel protect plus on the clearscore website

Cancelling via the web gives you a clear view of your subscription and billing details on a larger screen.

1. Go to the Clearscore South Africa website in your web browser.
   • Type "clearscore.com/za" into your address bar or search for Clearscore South Africa.
2. Log into your account with your email and password.
   • If you've forgotten your password, use the "Forgot Password" link on the login page.
3. Navigate to your account settings or subscription management area.
   • Look for a menu or settings icon, often marked "My Account," "Settings," or "Manage Subscription."
4. Find your Protect Plus subscription.
   • The page should show your plan type, monthly cost, and next billing date.
5. Select "Cancel Subscription" or "Unsubscribe."
   • Clearscore may display a brief survey asking why you're leaving. You can skip it or provide feedback; this won't prevent your cancellation.
6. Confirm the cancellation when prompted.
   • You'll see a confirmation message on screen. Your cancellation is now processed.
7. Check your email for a confirmation receipt.
   • Clearscore typically sends a confirmation email within one business day.

Pro tip: Keep the confirmation email and note the exact cancellation date. This is your proof of cancellation if any billing disputes arise later.

Step-by-step: how to delete your entire clearscore account

Account deletion is different from cancelling Protect Plus. Deletion removes you entirely from Clearscore's system.

1. Log into your Clearscore account on the website.
   • Use your email and password to access your profile.
2. Go to account settings or profile management.
   • Look for "Settings," "My Account," or a profile menu.
3. Find the "Delete Account" or "Close Account" option.
   • This is usually located at the bottom of the settings page, sometimes labeled as a danger action.
4. Click to initiate the deletion process.
   • Clearscore will warn you that deletion is permanent and cannot be undone.
5. Confirm that you want to proceed.
   • Read the warning carefully. Once you confirm, your account, all your credit score history, and all saved reports are deleted permanently.
6. Complete any final verification steps (e.g., confirming your email or password).
   • Clearscore may send a confirmation link to your email; click it to finalise the deletion.

Warning: Deleting your account is not reversible. If you change your mind later, you'll need to create a brand new account from scratch. If you only want to stop paying for Protect Plus but keep access to your free credit score, cancel the subscription instead of deleting the account.

What happens after you cancel: timeline and access

Understanding what changes after you hit the cancel button helps you avoid surprise charges or unexpected loss of access.

Your access after cancelling protect plus

When you cancel Protect Plus, your future charges stop immediately. However, you typically retain access to Protect Plus features until the end of your current billing period. For example, if your next billing date is 15 May and you cancel on 10 May, you can use Protect Plus until 15 May at no extra cost. After that date, Protect Plus features disappear, and you revert to the free Clearscore tier.

Your free Clearscore features - your credit score, credit report, and insights - remain available indefinitely unless you delete your account entirely. Cancelling a paid subscription does not remove your free account.

Your access after deleting your account

Once you delete your account, you lose all access to Clearscore immediately. Your credit score, reports, and any saved data are gone. If you want to use Clearscore again in the future, you'll need to create a completely new account. At Stopee, we always recommend trying cancellation first and deletion only if you're absolutely certain you won't return.

Data retention and privacy after cancellation

Clearscore's Privacy Policy sets out how your data is handled after you cancel. In general, the company retains some personal data as required by South African law and for dispute resolution, but stops collecting new data about your credit activity once your account is closed. For full details on data retention timelines, check Clearscore's Privacy Policy on their website.

Refunds: when you're entitled to money back

Refunds are one of the most confusing parts of cancellation, but South African law and Clearscore's policy are clear on specific scenarios.

The 7-day cooling-off period refund

If you cancel your Protect Plus subscription within 7 calendar days of purchase, you are entitled to a full refund under the Consumer Protection Act. This is automatic and requires no explanation. You simply cancel within the 7-day window, and Clearscore must refund your money in full. The refund typically appears in your original payment method (credit card, debit card, or bank account) within 5 to 10 business days.

Pro tip: The 7-day period starts from the date you first subscribed, not from the date of your first charge. If you subscribed on a Monday, you have until the following Sunday (inclusive) to cancel and claim the refund.

Refunds after the 7-day cooling-off window

After 7 days, Protect Plus charges are generally non-refundable for partial billing periods. If you paid for a month and cancel after 20 days, Clearscore does not refund the remaining 10 days. However, you can request a refund if any of the following apply:

• Clearscore charged you twice by mistake.
• You were charged a different amount than agreed.
• Clearscore failed to deliver promised Protect Plus features.
• You cancelled in time but Clearscore continued to bill you.

To request a refund outside the 7-day window, contact Clearscore's support team directly with evidence of the issue (screenshots of charges, billing emails, etc.). If support refuses, escalate to the National Financial Ombud Scheme.

What happens if clearscore ignores your refund request

If Clearscore doesn't respond to your refund request within 20 business days, or if they refuse unreasonably, you can lodge a formal complaint with the National Financial Ombud Scheme. The ombudsman will investigate for free and can order Clearscore to refund you plus compensation for any inconvenience. Stopee recommends keeping detailed records of all communication so you have proof when you escalate.

Clearscore pricing and what you pay for

Understanding the cost of Clearscore helps you decide whether to stay, cancel, or switch.

Free versus paid tiers

Clearscore's standard account costs nothing. You get your credit score, detailed report, and ongoing access to track changes - all free and unlimited. There are no hidden charges or trial periods that convert to paid subscriptions (as long as you don't manually sign up for Protect Plus).

Protect Plus is entirely optional and only charges you if you actively subscribe. The monthly cost varies but is displayed clearly before you confirm your purchase. Stopee always recommends checking the exact current price during sign-up, as costs can change.

If you're only checking your credit score occasionally (a few times a year), the free tier covers everything you need. Protect Plus makes sense only if you want continuous monitoring and proactive alerts about changes to your credit profile.

Common mistakes to avoid when cancelling clearscore

Cancellation mishaps are frustrating, and we understand how easy it is to stumble on details. Here are the pitfalls Stopee has helped thousands of consumers avoid.

Mistake 1: forgetting to cancel through your app store

If you subscribed to Protect Plus through Google Play or the Apple App Store, cancelling only through the Clearscore app does not stop your charges. You must cancel the subscription through the store itself. Log into Google Play (Android) or go to your App Store subscriptions (iPhone), find Clearscore, and cancel there. Skipping this step leaves your subscription active and your money bleeding away month after month.

Mistake 2: confusing cancellation with account deletion

Cancelling Protect Plus stops the monthly charge but keeps your account and free credit score access intact. Deleting your account removes everything permanently. Many users cancel, think they're done, but then realise later they wanted to keep their account. Never delete unless you're absolutely certain.

Mistake 3: not documenting your cancellation

Screenshot your cancellation confirmation or save the email Clearscore sends. If a charge appears after your cancellation date, you'll need proof that you cancelled on time. Without this, disputing the charge to your bank becomes much harder.

Mistake 4: cancelling close to your billing date

If your billing date is tomorrow and you cancel today, you may still be charged for one more cycle. Cancellations can take a few hours to process in Clearscore's system. To be safe, cancel at least 2-3 days before your next billing date.

Mistake 5: ignoring the 7-day refund window

If you change your mind about Protect Plus, act within 7 days. After that window, a refund becomes much harder to claim. Stopee recommends testing any paid service for at least a few days before deciding it's not for you; if you know by day 3 it's not working, cancel immediately and claim the refund.

Contacting clearscore and where to send cancellation notices

Most cancellations can be completed online without contacting support. However, if you encounter issues or want to send a formal cancellation notice, here are the official addresses.

Cancellation mailing address

If you choose to cancel by post, send your request to:

Clearscore
PO Box 402
Cape Town
8001
South Africa

Include your full name, email address linked to your account, and a clear request to cancel Protect Plus (or delete your account). Send this via registered mail so you have proof of delivery. Allow 7 to 10 business days for processing.

Registered office address

Clearscore's registered business address in Cape Town is available on their website for formal notices and complaints. This is the address to use if you're escalating a dispute to the National Financial Ombud Scheme or lodging a formal complaint.

Contacting clearscore directly

For fastest support, use the in-app or web chat feature, or email Clearscore's customer support. Response times are usually 24 to 48 hours. Always reference your account email and describe your issue clearly.

Choosing between cancelling and keeping your clearscore subscription

Not every cancellation is the right move. Sometimes pausing or downgrading makes more sense.

The free Clearscore tier is genuinely comprehensive. If you're not actively working on your credit or in a high-risk situation, the paid features are optional luxury. Dropping Protect Plus saves money without sacrificing credit awareness.

Final checklist before you cancel clearscore

Use this checklist to ensure you don't miss anything:

• Decide whether you're cancelling Protect Plus only or deleting your entire account.
• Check your next billing date (so you cancel before you're charged again).
• If you subscribed through an app store, confirm you'll cancel there, not just in the Clearscore app.
• Save a screenshot of your current subscription details before you cancel.
• Complete the cancellation through your chosen method (app, web, or mail).
• Wait for a confirmation email from Clearscore.
• Verify that no charge appears on your next billing date.
• If a charge does appear, contact Clearscore immediately with your cancellation confirmation.
• Keep all cancellation confirmations for at least 12 months in case of disputes.

Take control of your subscriptions with stopee

Cancelling Clearscore should be straightforward, and now it is. You have clear steps to follow, consumer rights to back you up, and escalation routes if anything goes wrong. Whether you're downsizing from Protect Plus to free access or leaving Clearscore altogether, you're in control.

Stopee has helped thousands of consumers cancel subscriptions confidently and reclaim money they didn't know they were owed. Our guides cover every step, every trap, and every consumer right you can leverage. If you encounter pushback from Clearscore or have questions about refunds or account deletion, Stopee is here to help you navigate the process with clarity and confidence. Your subscription choices are yours to make, and your cancellation rights are yours to enforce.