Cancel Bounce: Step-by-Step Guide

How to cancel Bounce bookings and claim your refund in singapore

Why you might want to cancel your Bounce booking

Bounce is a Singapore-based ticketing platform that lets you reserve activity slots, purchase event tickets and manage bookings through their website or mobile apps on iOS and Android. You confirm your booking at checkout, and your confirmation arrives by email within minutes. Your money is taken immediately when payment clears.

You might want to cancel because your schedule changed, the activity no longer appeals to you, or you booked by mistake. Bounce operates a strict no-refund policy once payment is complete, but your consumer rights under Singapore law still protect you in certain situations. Tocancel helps you understand exactly where you stand and what action you can take.

How Bounce bookings work

You can book Bounce activities through three channels: the official website, the iOS app or the Android app. The same cancellation rules apply regardless of which platform you use. Once you confirm payment at checkout, your booking is locked in and your money is taken straight away. There is no automatic cooling-off period for ticketed leisure activities in Singapore once the transaction is complete.

What activities Bounce covers

Bounce handles bookings for fitness classes, sports sessions, recreational activities and ticketed events at venues across Singapore. Many activities carry venue-specific terms set by the operator, which may affect your options when you want to cancel. Always read the activity description and terms and conditions before you pay, so you understand what you are signing up for.

Your consumer rights when you want to cancel

Singapore's consumer protection laws give you important rights, even when Bounce claims all bookings are final and non-refundable.

What the consumer protection (Fair trading) act means for you

Under Singapore's Consumer Protection (Fair Trading) Act, traders must display their cancellation and refund terms clearly and honestly before you hand over your money. If Bounce hides their terms, displays them unclearly, or makes misleading statements about refunds, you have grounds to challenge a refused cancellation. Your legal position is that unfair or hidden contract terms are not binding, even if you clicked "agree" at checkout.

Singapore law does not give you an automatic statutory cooling-off period once a ticketed leisure booking is paid. However, if Bounce's refund policy was unclear or dishonestly presented at the point of sale, you retain the right to complain to the Consumer Association of Singapore (CASE) or request a chargeback from your bank. This means Bounce cannot simply ignore your complaint if you have evidence they misled you.

How to escalate if Bounce refuses your cancellation

If Bounce declines your cancellation request without fair reason, contact CASE, Singapore's independent consumer advocacy body. CASE offers free mediation and investigates complaints about unfair contract terms, hidden fees and misleading refund policies. You can also approach your bank to dispute the charge if you can show you were misled about the refund policy at checkout. Tocancel recommends keeping screenshots of Bounce's terms before you pay, so you have proof of what they promised.

Understanding bounce's cancellation policy

This section explains exactly what Bounce will and will not do when you ask to cancel.

What bounce's standard policy says

Bounce's Terms and Conditions state that bookings are non-refundable and non-transferable once you submit payment. There is no cooling-off period, and no standard cancellation flow exists for app purchases or website bookings. This strict policy applies equally across the website and all mobile platforms. Once your payment clears, Bounce treats your booking as final.

When Bounce will not cancel or refund

Bounce does not cancel bookings at your request under normal circumstances. You cannot receive a refund simply because your plans changed or you decided the activity no longer suits you. You cannot transfer your slot to another person. This means you bear the full financial risk the moment you click "confirm" at checkout, which is why reading activity details, start times and venue locations carefully before you pay is essential.

When Bounce might make an exception

Cancellations are handled case-by-case only if you contact Bounce directly and request an exception in writing. Bounce reserves the right to consider requests based on circumstances such as illness, injury, bereavement or venue closure. However, Bounce is under no obligation to grant these requests. Your chances improve if you contact them as soon as possible after booking and provide a clear, truthful reason for your cancellation request. Tocancel advises you to keep records of all communication with Bounce, so you have evidence if you need to escalate to CASE or your bank.

How to cancel your Bounce booking step by step

This section walks you through the exact steps to request a cancellation from Bounce.

Step 1: gather your booking information

Before you contact Bounce, collect the following details:

• Your booking reference number or confirmation code
• The activity name and date
• The exact amount you paid
• The date and time you made the booking
• Your registered email address on the Bounce platform
• Screenshots of the activity description and any refund terms shown at checkout

Having this information ready speeds up your cancellation request and makes it harder for Bounce to claim they cannot locate your booking.

Step 2: contact Bounce with your cancellation request

Bounce does not publish a dedicated cancellation email address on their website. Instead, follow these steps:

1. Log into your Bounce account on the website or app
2. Look for a "Help", "Contact us" or "Support" link, usually at the bottom of the page or in the app menu
3. Submit a support ticket or email explaining you want to cancel your booking, your booking reference, and your reason for cancellation
4. Include a polite, clear statement: "I am requesting a cancellation of booking [reference] and a full refund to the original payment method"
5. Keep a copy of your email and note the date and time you sent it

Tocancel recommends sending your request in writing, either through their support form or email, so you have proof of when you asked and what you asked for. Do not rely on phone calls or verbal requests, as Bounce may later claim they never received your cancellation request.

Step 3: wait for bounce's response

Bounce should respond to your cancellation request within 7 to 14 business days. If they do not respond within 14 days, send a follow-up message referencing your original ticket number or email date. If they refuse your cancellation, ask them to explain in writing why your request does not qualify for an exception under their policy.

Step 4: escalate to CASE if Bounce refuses

If Bounce refuses your cancellation request without valid reason, or if their terms were misleading, file a complaint with CASE. You can do this online at case.org.sg, by phone at 6100 0315, or by visiting their office. Include copies of your booking confirmation, your cancellation request, Bounce's refusal email, and screenshots of their refund policy as shown at checkout. CASE will investigate at no cost to you and may help you recover your money through mediation.

Step 5: request a chargeback from your bank

If CASE mediation does not succeed, or if Bounce does not respond to CASE within a reasonable timeframe, contact your bank to dispute the Bounce charge. Tell your bank you purchased a service under misleading terms, or that the service was cancelled and Bounce refuses to refund. Your bank will open a dispute investigation. Provide your bank with copies of the evidence you submitted to CASE. Chargebacks often succeed when you can show the merchant misled you or refused a legitimate cancellation request.

Tocancel recommends filing the bank dispute within 90 days of the original transaction, as most banks have strict time limits for chargeback claims.

Refund timeline and payment method

Understanding how and when your money comes back is crucial when you cancel.

How long refunds take

If Bounce approves your cancellation request, they will process a refund to your original payment method. Most refunds appear within 5 to 10 business days, though some banks take up to 14 days to post the credit to your account. If your refund does not appear after 14 days, contact Bounce to confirm the refund was processed, and ask them to provide the refund transaction reference number. Then contact your bank to trace the payment.

Refund destination

Bounce will refund your money to the credit card, debit card, or digital wallet you used to make the original payment. You cannot change the refund destination or request a refund to a different account. This means if you used a credit card that is now closed, you will need to contact your bank to redirect the refund to your current account.

Common mistakes to avoid when cancelling

Many people lose money on cancelled bookings because they overlook simple steps that strengthen their case. Here are the pitfalls to dodge.

Not requesting cancellation in writing

Calling Bounce or sending a casual message leaves no proof that you asked to cancel. Always submit your cancellation request through their official support form or email, and keep a screenshot or forwarded copy. If you later need to escalate to CASE or your bank, you will need written evidence that you made a request and Bounce either refused or ignored you.

Not reading the refund policy before you pay

Bounce's strict no-refund policy is stated in their Terms and Conditions, usually linked at the bottom of the checkout page. If you pay without reading it, Bounce will argue you accepted their terms knowingly. However, if the policy was not clearly visible or was buried in small print, you may still have grounds to complain to CASE. Take a screenshot of the refund terms shown to you at checkout, so you have proof of what was disclosed.

Waiting too long to request a cancellation

The sooner you contact Bounce after booking, the better your chances of an exception. If the activity is happening tomorrow and you request a cancellation today, Bounce will almost certainly refuse. They are more likely to consider requests made days or weeks in advance. This means you should decide whether you want to cancel as quickly as possible after booking.

Not keeping records of your booking

Save or screenshot your booking confirmation email, your booking reference, the activity details and the amount paid. If you lose access to your Bounce account or Bounce deletes your booking record, these documents prove you purchased the booking and give you evidence for CASE or your bank. Tocancel recommends saving a PDF copy of your confirmation email to your computer or cloud storage immediately after booking.

Pricing and refund comparison table

This table shows Bounce's standard refund rules based on how long before the activity date you request a cancellation.

What to do after your cancellation is approved

Cancellation does not end the process; you need to verify your refund actually arrives.

Check your refund status

After Bounce approves your cancellation, log into your Bounce account and check whether the booking still appears. Most platforms remove cancelled bookings from your account within 24 hours. If your booking is still showing as active after 48 hours, contact Bounce again to confirm the cancellation was processed. Ask them to provide a cancellation confirmation number or refund transaction ID.

Verify the refund appeared

Check your bank or credit card account 5 to 10 business days after Bounce confirms the cancellation. The refund should appear as a credit from "Bounce" or the payment processor they use. If it does not arrive by day 14, contact your bank to trace the refund. Your bank can see whether Bounce initiated the refund, or whether it was rejected by their payment processor. Tocancel recommends checking your account every few days so you spot any issues early.

Keep your cancellation proof

Save or print any cancellation confirmation emails from Bounce, CASE correspondence, or bank chargeback documents. You may need these for your tax records or personal accounts. If Bounce disputes a chargeback later, your bank may ask for proof that you requested the cancellation, so keep all documentation for at least 12 months.

When you should not cancel but should complain instead

In some situations, you do not need to cancel; you need to complain and claim a refund based on Bounce's failure to deliver the service correctly.

If the activity was cancelled by the venue

If Bounce or the activity venue cancelled the activity after you paid, you are entitled to a full refund automatically. You do not need to request a cancellation; Bounce should process this refund without your asking. If they do not within 14 days of the cancellation, contact Bounce and demand the refund. If they refuse, escalate to CASE immediately, as refusing a refund for a cancelled activity is a breach of consumer law.

If the activity details were misleading

If the activity description, time, location or instructor details were wrong or misleading, and Bounce cannot correct them before the activity, you may be entitled to a refund even though their policy says bookings are non-refundable. Contact Bounce and explain the discrepancy. If they refuse to refund, complaint to CASE. Tocancel advises you to take screenshots of the misleading information as shown on Bounce's site, so you have proof for CASE.

If you were charged twice or charged the wrong amount

If your bank statement shows a duplicate charge or an amount that does not match Bounce's quote, contact Bounce immediately with proof. They should refund the error within 3 to 5 business days. If they do not, ask your bank to reverse the incorrect charge through a chargeback. You do not need to wait for Bounce's permission; your bank can recover the money directly.

Checklist for cancelling your Bounce booking

Use this checklist to make sure you have taken every step to maximize your chances of a refund.

• Gather your booking reference, confirmation email, and booking date
• Screenshot or save the refund policy as shown on Bounce's checkout page
• Send a written cancellation request through Bounce's official support form or email
• Keep a copy of your cancellation email and note the date and time sent
• Wait 7 to 14 days for Bounce's response
• If refused, request Bounce to explain in writing why the cancellation does not qualify
• File a complaint with CASE if Bounce refuses unfairly or if their terms were misleading
• If CASE mediation does not succeed, contact your bank to dispute the charge
• Verify the refund appears in your account within 14 days
• Save all cancellation confirmations and correspondence for 12 months

Key takeaways and your next steps

Bounce operates a strict non-refundable booking policy, but this does not mean you are powerless. Singapore's Consumer Protection (Fair Trading) Act protects you if Bounce's terms were unclear or misleading at the point of sale. You have the right to request an exception, escalate to CASE, or dispute the charge with your bank if Bounce refuses fairly.

The strongest position you can take is to request your cancellation in writing as soon as possible, keep screenshots of Bounce's refund terms, and document every communication. If Bounce refuses, contact CASE at case.org.sg or call 6100 0315 to file a free complaint. Your bank is your final lever; most banks will reverse charges when you can show you were misled or refused a legitimate cancellation request.

Tocancel has helped thousands of consumers cancel bookings and recover refunds by following these exact steps. Start by contacting Bounce in writing today, keep your evidence organized, and do not hesitate to escalate if they refuse. You have rights, and Tocancel is here to help you use them.

Bounce contact information and legal address

If you need to contact Bounce or file a formal complaint, use the channels below.

How to contact Bounce

Bounce does not publish a dedicated cancellation or refund email address on their website. Instead, access their support contact form through your Bounce account dashboard or visit the "Help" or "Contact us" section of their website. Submit your cancellation request through their official support channel and keep a record of your ticket number or email reference.

Bounce's legal address

Bounce's registered legal entity address is held on file with Singapore's Accounting and Corporate Regulatory Authority (ACRA). Tocancel recommends contacting them through their official website support form first, then escalating to CASE if they do not respond within 14 days. CASE can conduct a formal investigation and contact Bounce on your behalf.

Escalation to CASE

If Bounce refuses your cancellation or does not respond, file a complaint with CASE, the Consumer Association of Singapore. Contact them at:

• Website: case.org.sg
• Phone: 6100 0315
• Email: [email protected]
• Office: 101 Cecil Street, #02-01, Tong Eng Building, Singapore 069534

CASE offers free mediation and will investigate your complaint about unfair refund terms or misleading booking information. Tocancel recommends providing CASE with copies of your booking confirmation, your written cancellation request, Bounce's refusal email, and screenshots of their refund policy as displayed at checkout. This evidence strengthens your case and helps CASE advocate on your behalf.