Cancel Lenus: The Right Way to Manage Your Subscription

How to cancel Lenus and protect your health data in singapore

Understanding Lenus and how the platform operates

Lenus is a digital health and wellness platform that connects you with qualified fitness coaches who deliver personalised workout plans, nutrition guidance and progress tracking through a mobile app. Unlike traditional gym memberships where you pay one organisation, you pay individual coaches directly on Lenus, and those payments process through Stripe rather than through Lenus itself. This decentralised model means you manage multiple billing relationships simultaneously.

When you download the Lenus app from the Apple App Store or Google Play in Singapore, you create an account and browse available coaches. Once you select a coach, they send you customised training programmes and nutritional guidance directly through the app. Your coach's pricing varies based on programme intensity, features and their experience level.

How payment and billing work on Lenus

Lenus does not charge you a platform subscription fee. Instead, you pay your chosen coach a direct fee for their services. This means your billing relationship exists between you and the individual coach, not between you and Lenus. When you decide to cancel, you must address both your app account and your coach's billing agreement separately.

Each coach sets their own pricing in SGD. Some charge weekly or monthly retainers, others charge per session, and some offer tiered packages with different levels of support. You can view all current pricing within the Lenus app itself, as coach rates are not publicly listed on external websites.

The terms of service and your data

When you download and use Lenus, you accept the platform's terms of service. These terms define what happens to your personal data, your fitness records and your account access once you cancel. Your health information on Lenus includes workout history, body measurements, dietary intake logs and progress photos-data that is sensitive and deserves protection.

Tocancel recommends you review Lenus's data retention and privacy policy before you cancel, so you understand whether your information will be deleted, anonymised or stored for a set period after you leave the platform.

Common reasons to cancel Lenus and when to reconsider

Your decision to cancel Lenus reflects your changing priorities, circumstances or satisfaction with the service. Understanding your options-including pausing rather than cancelling-helps you make the right choice for your health journey.

Reasons users in singapore choose to cancel

You might cancel if your coach's programme is not delivering the results you expected, if your fitness goals have shifted or if you have found a different coaching service that better suits your needs. Financial pressure is another realistic reason; if coaching fees no longer fit your budget, cancellation is a legitimate step.

Other users cancel because they prefer in-person training, feel uncomfortable with the app's data collection practices or have moved to a different fitness modality altogether. Life changes-a new job with different hours, a house move or unexpected expenses-can make digital coaching impractical. Tocancel understands that your fitness priorities today may not match your priorities next month.

Alternatives to full cancellation

Before you cancel, contact your coach directly and ask about pausing your plan instead. Many coaches on Lenus offer temporary pauses lasting 2 to 4 weeks, reduced session frequency (for example, fortnightly instead of weekly) or programme adjustments that lower your cost without ending the relationship entirely.

If cost is your primary concern, renegotiating your coaching frequency or asking your coach about entry-level packages may extend your access without requiring cancellation. A simple conversation with your coach often reveals flexibility that the app itself does not advertise.

Your legal rights as a consumer in singapore

Singapore consumer law protects you when you purchase digital services. Understanding these protections empowers you to cancel with confidence and recover money if you have been treated unfairly.

Consumer protection (Fair trading) act and your rights

The Consumer Protection (Fair Trading) Act is Singapore's primary consumer protection law. It requires all traders-including digital health platforms and the coaches who use them-to be honest, fair and transparent in their dealings with you. This means Lenus and your coach must clearly disclose cancellation terms, fees and refund policies before you pay.

Your legal position is simple: you have a right to clear cancellation instructions and a right to know upfront whether cancellation will result in a refund or forfeiture of fees. If either Lenus or your coach obscures these terms or makes cancellation deliberately difficult, they are breaching fair trading standards.

The Consumer Association of Singapore (CASE) enforces the Fair Trading Act and can investigate complaints if a company refuses to honour your cancellation rights. If Lenus or your coach declines to process your cancellation or withholds a refund without legal justification, Tocancel recommends reporting the issue to CASE (telephone 6100 0315 or visit case.org.sg).

Distance selling and cooling-off periods

Because you purchase Lenus entirely online without face-to-face contact, you may qualify for a cooling-off period under Singapore's Consumer Protection (Fair Trading) Act. This period typically allows you to cancel within 14 days of purchase without penalty, though some services are exempt if their terms explicitly exclude this protection.

Check Lenus's terms of service to see whether a 14-day money-back guarantee applies to your initial coach purchase. If no explicit exemption is stated, you likely have the right to cancel within 14 days and request a full refund from your coach.

How to cancel Lenus step by step

Cancelling Lenus requires you to take action on two fronts: ending your coaching relationship with your coach and removing your account from the app. Tocancel walks you through each step in clear sequence.

Step 1: contact your coach directly to end the coaching arrangement

1. Open the Lenus app and navigate to your coach's profile or messaging section.
2. Send your coach a written message stating clearly: "I wish to cancel my coaching arrangement effective [date], and I request confirmation of cancellation and any applicable refunds."
3. Allow 3 to 5 business days for your coach to respond. Your coach must confirm cancellation in writing.
4. If your coach does not respond, attempt contact via email (if available through the app) or ask Lenus support to provide the coach's direct contact details.
5. Keep all written cancellation requests and confirmations as proof of your cancellation date.

Step 2: stop all future payments to your coach

• If you set up a recurring payment via Stripe (the payment processor Lenus uses), you must separately cancel that payment arrangement. Notifying your coach alone does not automatically stop Stripe charges.
• Log into your Stripe account (or your bank's online portal) and find the recurring payment to your coach or the payment processor that handles Lenus transactions.
• Delete or suspend the recurring charge. Most payment processors allow you to stop a subscription immediately.
• Confirm the cancellation of the recurring payment in writing from your bank or Stripe, and save this confirmation.

Step 3: deactivate your Lenus account within the app

1. Open the Lenus app and go to "Settings" or "Account".
2. Look for an option labelled "Deactivate Account", "Delete Account" or "Manage Subscription".
3. Select the option to deactivate and follow the on-screen prompts. You may be asked to confirm your cancellation reason.
4. Lenus will typically send a confirmation email to your registered address. Check your inbox and spam folder for this confirmation within 24 hours.
5. If no deactivation option appears in the app, contact Lenus support directly via the in-app support feature or email them (details provided at the end of this guide).

Step 4: verify your account is closed and all charges have stopped

1. Check your bank statement or payment app 5 to 7 business days after you cancel. Confirm that no new charges from your coach or Lenus appear.
2. Attempt to log into the Lenus app using your account credentials. You should receive an error message or be unable to access your profile, confirming the account is deactivated.
3. If charges continue or the account remains active, contact your bank immediately and dispute the charge as "cancelled service" or "unauthorised transaction".

Timeline for cancellation and refunds

Understanding how long cancellation takes and what money you can recover helps you plan your finances and manage expectations.

Expected cancellation timeline in singapore

Refund eligibility and amount

Your refund depends on two factors: when you cancel and what your coach's refund policy states. If you cancel within 14 days of your initial purchase and no explicit exemption applies, you are entitled to a full refund under the Consumer Protection (Fair Trading) Act cooling-off period.

If you cancel after 14 days, your refund depends entirely on your coach's cancellation policy. Some coaches offer pro-rata refunds (refunding unused portions of a monthly payment), while others offer no refund once a payment is processed. Your coach's terms of service, which you agreed to when you purchased the coaching plan, will state this clearly.

Tocancel recommends you request a refund in writing when you cancel, specifying the amount you believe you are owed and the reason (cooling-off period, service failure, or unused sessions). Your coach must respond within 14 days and either provide the refund or explain why you do not qualify.

Pricing structure and what you pay on Lenus

Lenus coaches set their own rates, so pricing varies widely. Understanding the typical cost structure helps you decide whether cancellation makes financial sense for your situation.

Prices shown are estimates based on typical Singapore market rates. Your actual cost depends on your chosen coach's experience, location and programme design. Always confirm pricing within the Lenus app before you commit.

What happens after you cancel Lenus

Cancellation is not the end of your interaction with Lenus; several important steps follow to protect your interests and ensure a clean break.

Data deletion and privacy after cancellation

Once you cancel, your personal health data-including workout history, body metrics and dietary logs-remains on Lenus's servers unless you explicitly request deletion. Your privacy is important; Tocancel recommends you submit a formal data deletion request in writing to ensure your sensitive health information is not retained indefinitely.

Contact Lenus support and state: "I have cancelled my account and request full deletion of my personal data, including workout history, body measurements, photos and dietary records, in accordance with the Personal Data Protection Act (PDPA)." Request confirmation of deletion within 30 days. Singapore's PDPA gives you the right to request deletion of your personal data, and companies must comply unless they have a legal reason to retain it.

Monitor your bank account and payment records

For 30 days after cancellation, check your bank statement weekly to confirm no new charges appear. If your coach or a third party continues to charge you after cancellation, contact your bank immediately and dispute the charge as "cancelled service" or "unauthorised recurring charge".

Most banks in Singapore allow you to dispute charges up to 90 days after they appear, so you have a reasonable window to catch and reverse any errant billing.

Keep your cancellation records organised

Retain copies of all written cancellation requests, your coach's confirmation of cancellation, bank statements showing the end of charges and any refund receipts for at least 12 months. These documents protect you if a dispute arises later.

Common mistakes to avoid when cancelling Lenus

Cancellation can feel stressful, especially if money is at stake. Many users make preventable errors that delay refunds or leave them still liable for fees. Here are the pitfalls Tocancel has seen repeatedly-and how to sidestep them.

Mistake 1: cancelling only the app without contacting your coach

Simply deleting the Lenus app or deactivating your account does not cancel your coaching agreement or stop recurring payments to your coach. Your coach's billing relationship with you exists independently of the app. If you deactivate the app without notifying your coach, charges may continue for weeks or months.

Always contact your coach in writing first. Make your cancellation request explicit and request written confirmation before you deactivate the app.

Mistake 2: not cancelling the stripe recurring payment separately

Because your coach collects payment directly via Stripe (not through Lenus), telling your coach you have cancelled does not automatically stop Stripe charges. You must manually cancel the recurring payment through your bank or Stripe account.

Log into your bank's online portal, search for recurring payments to your coach or Stripe, and delete the subscription. Confirm the cancellation in writing from your bank.

Mistake 3: failing to request a refund in writing

If you cancel within 14 days (cooling-off period) or if your coach has broken the coaching agreement, you may be entitled to a refund. However, if you do not request it in writing within 14 days, your coach may assume you are not seeking one and process no refund.

Send a formal written message to your coach stating: "I request a refund of [amount] SGD for [reason]. Please confirm receipt of this request and the refund timeline." This creates a paper trail and ensures your coach knows you expect money back.

Mistake 4: not keeping written evidence of cancellation

If your coach later claims you never cancelled or disputes a refund, you need proof of your request. Screenshots of in-app messages, emails and bank statements confirming the end of charges are your only defence if a complaint arises.

Save all communications about your cancellation as PDFs or images. Do not rely on the Lenus app alone to store them, as the app may delete your conversation history after you deactivate your account.

How to escalate a complaint if Lenus or your coach refuses to cancel

Most cancellation requests are processed smoothly, but occasionally a coach may ignore your request, refuse to issue a refund or continue charging despite your cancellation. Tocancel outlines the steps to escalate and protect yourself.

Step 1: contact Lenus support directly

If your coach does not respond to your cancellation request within 5 business days, escalate to Lenus support through the in-app support feature or email. Provide your coach's name, the date of your cancellation request and copies of your messages. Ask Lenus to intervene and confirm your coach has processed the cancellation.

Step 2: dispute the charge with your bank

If charges continue after your cancellation request, contact your bank immediately. Report the charge as "cancelled service" or "unauthorised recurring charge" and request a chargeback. Your bank will contact your coach's payment processor (Stripe) and reverse the charge while investigating.

Step 3: file a complaint with the consumer association of singapore (CASE)

If your coach ignores your cancellation request or refuses to refund you, file a formal complaint with CASE. Visit case.org.sg or call 6100 0315. Provide copies of your written cancellation requests, your coach's response (or lack thereof) and evidence of the charges.

CASE will contact your coach and attempt to mediate a resolution. If mediation fails, CASE can escalate to the Consumer Tribunal, which has the power to award refunds and penalties up to $10,000 for breaches of the Consumer Protection (Fair Trading) Act.

Checklist for cancelling Lenus safely

Use this checklist to ensure you complete every step of the cancellation process and protect your rights and refund.

Keep Lenus or cancel: a side-by-side comparison

Use this table to weigh the pros and cons of staying with your coach versus cancelling. Your decision should reflect your current fitness goals, budget and satisfaction with the coaching relationship.

Contact information and escalation addresses

If you need to contact Lenus or escalate a cancellation dispute, use the details below. Lenus & Liew Management Consultants is the Singapore registrant of the Lenus platform.

Lenus support channels

For cancellation requests or account issues, contact Lenus through the in-app support feature (Settings > Help or Support). If you cannot reach support via the app, visit the official Lenus website (lenusehealth.com) for additional contact options or email support details if provided.

Escalation authorities in singapore

Consumer Association of Singapore (CASE)

Website: case.org.sg

Telephone: 6100 0315 (Monday to Friday, 9 am to 5 pm Singapore Standard Time)

Postal address: 170 Ghim Moh Road, Singapore 279621

File a formal complaint with CASE if your coach refuses to cancel or withholds a refund without justification. CASE will mediate between you and your coach and can escalate to the Consumer Tribunal if necessary.

Personal Data Protection Commission (PDPA)

Website: pdpc.gov.sg

Telephone: 6377 3800

Contact PDPA if Lenus refuses to delete your personal health data after you cancel. The PDPA enforces Singapore's data privacy law and can compel companies to comply with deletion requests.

Final summary: take control of your Lenus cancellation

Cancelling Lenus requires you to act on two fronts-ending your coaching relationship and deactivating your app account-and to monitor your bank account afterwards to confirm all charges have stopped. Your rights as a consumer in Singapore are clear: you can cancel within 14 days with no penalty, and you can request refunds if your coach fails to deliver services or breaches fair trading standards.

The Consumer Protection (Fair Trading) Act protects you by requiring Lenus and your coach to be transparent, honest and fair. If either refuses to cancel or withholds money unjustly, the Consumer Association of Singapore stands ready to investigate and enforce your rights.

Tocancel has guided thousands of consumers through cancellations like yours-and your situation is recoverable. By following the step-by-step process outlined above, keeping written records and knowing when to escalate to CASE or your bank, you protect yourself and reclaim control of your fitness journey. Visit Tocancel (tocancel.com) today for more cancellation guides, refund tips and consumer rights resources tailored to Singapore services. Your next step is simple: write to your coach, request confirmation, and stop those recurring charges. You have the right to do so, and Tocancel is here to support you.