Cancel Preply: The Right Way to Get Your Refund

How to cancel Preply and reclaim your learning investment in south africa

What is Preply and when cancellation becomes necessary

Preply is an online tutoring marketplace that connects you with private tutors for languages, academic subjects, and professional skills. You purchase lesson credits or subscribe to monthly packages at rates your chosen tutor determines. The platform handles scheduling, messaging, and payment processing, giving you flexibility to learn around your own timetable.

Yet tutoring subscriptions do not work out for everyone. Your tutor may not be the right fit, your schedule may have shifted, progress may have stalled, or the cost may no longer suit your budget. Whatever your reason for reconsidering, you have clear consumer rights in South Africa, and Tocancel is here to guide you through cancelling Preply confidently and understanding what protections apply to you.

Why you might want to cancel Preply

You may choose to cancel if you have accumulated unused lesson credits, if you are not progressing with your current tutor, if your financial situation has changed, or if you have decided the service no longer aligns with your goals. South African consumer law provides you with specific protections around cancellations and refunds, and understanding those rights is your first step to protecting yourself.

What differs between subscription types

Your cancellation method depends entirely on where you purchased your subscription. If you subscribed directly through Preply's website, you follow one cancellation path. If you purchased through Apple's App Store or Google Play, you must cancel through those platforms instead, as they handle your billing relationship. Getting this distinction right prevents accidental duplicate charges and ensures your cancellation takes effect immediately.

Your consumer rights under south african law

As a South African consumer, you are protected by the Consumer Protection Act, No. 68 of 2008, which gives you enforceable rights when cancelling online services.

Your legal position on cancellations and refunds

The Consumer Protection Act requires that any online service provider must make cancellation straightforward and must not impose unreasonable barriers to withdrawing from a contract. If Preply charges you after you have cancelled, or if you cancel within a cooling-off period and are denied a refund, you have a right to lodge a complaint with the National Consumer Commission. In practice, this means Preply cannot keep charges once you have formally cancelled, and you can request evidence of their cancellation record.

If Preply refuses to honour your cancellation or withholds a refund without clear contractual justification, you can escalate your complaint to the National Consumer Commission, which investigates and enforces consumer rights across South Africa. Tocancel recommends documenting every cancellation attempt, including screenshots and email confirmations, so you have evidence if a dispute arises.

Your right to cancel lesson credits

If you have prepaid for lesson credits that you have not yet used, South African consumer law generally favours your right to receive a refund or credit toward future use, particularly if the service has not been rendered. Preply's own terms may set a timeframe for using credits, but any unreasonable expiration clause can be challenged under the Consumer Protection Act. Document the date you purchased credits and the date you request cancellation so you have a clear timeline if Preply disputes your refund claim.

How to cancel Preply via the website

If you subscribed directly through Preply's website on desktop or mobile, you can cancel in just a few minutes without contacting support.

Step-by-step website cancellation

1. Open your web browser and navigate to preply.com, then log in with your registered email address and password.
   • If you have forgotten your password, use the "Forgot password" option and reset it before proceeding.
2. Once logged in, locate your account settings menu, typically found in the top-right corner under your profile name or initials.
   • Select "Account Settings" or "My Account" from the dropdown menu.
3. Navigate to the "Billing" or "Subscriptions" section within your account settings.
   • This section displays all active subscriptions and paid lesson packages.
4. Find your active Preply subscription in the list and select "Cancel Subscription" or the cancellation option next to it.
   • Preply may ask you to confirm your cancellation reason, but you are not obliged to provide a reason.
5. Confirm your cancellation when the platform prompts you. You will see an on-screen confirmation message immediately.
   • Preply will send you a cancellation confirmation email within 15 minutes to your registered inbox.
6. Check your email inbox and spam folder for the official cancellation confirmation from Preply.
   • Take a screenshot of both the on-screen confirmation and the email confirmation and save these to a secure location.

Protect yourself: Screenshot every confirmation page before closing your browser. This evidence safeguards you if Preply charges you again by mistake, and gives you proof for the National Consumer Commission if you need to lodge a dispute.

What happens after you cancel on the website

Once you cancel, Preply immediately stops recurring charges to your payment method. Any unused lesson credits remain in your account until their expiration date (typically 12 months from purchase, depending on Preply's terms). You can still use those credits to book lessons until they expire. Your access to past lesson recordings and learning materials remains available for a set period after cancellation, allowing you to review your progress.

How to cancel Preply on apple app store

If you purchased Preply credits or a subscription through Apple's App Store on your iPhone, iPad, or Mac, you must cancel through Apple's billing system, not through Preply itself.

Cancelling on iPhone or iPad

1. Open the Settings app on your iOS device and scroll to the top of the menu.
   • You will see your name and Apple ID at the very top of the Settings screen.
2. Tap your name to open your Apple ID account settings.
   • This takes you to the Account page where all your Apple services are managed.
3. Select "Subscriptions" from the menu options.
   • This displays all active and past subscriptions linked to your Apple ID.
4. Find Preply in your active subscriptions list and tap on it.
   • You will see your subscription plan, renewal date, and payment details.
5. Tap "Cancel Subscription" and confirm your choice when Apple prompts you.
   • Apple will show you the date your subscription will end (usually the end of your current billing cycle).
6. Apple immediately sends you a cancellation confirmation email to your registered Apple ID email address.
   • Check this email to verify the exact cancellation date and refund status.

Important: If you subscribed to Preply through both the App Store and Preply's website, cancelling one subscription does not cancel the other. You must cancel both separately to stop all charges.

Cancelling on mac

If you use a Mac, the process differs slightly. Open System Preferences (or System Settings on newer macOS versions), tap your Apple ID in the top-left corner, select "Media and Purchases," then click "Manage" next to Subscriptions. Find Preply and click the cancel button. Save the confirmation Apple sends you.

How to cancel Preply on google play

Android users who purchased Preply through Google Play must cancel via Google's subscription system, not through Preply directly.

Step-by-step google play cancellation

1. Open the Google Play Store app on your Android device and tap the menu icon (three horizontal lines) in the top-left corner.
   • This opens the main navigation menu for Google Play.
2. Select "Subscriptions" from the menu options.
   • This displays all subscriptions associated with your Google account.
3. Find Preply in your active subscriptions list and tap on it.
   • You will see your subscription details, renewal date, and pricing information.
4. Tap "Cancel Subscription" and follow Google's confirmation prompts.
   • Google may ask you feedback on why you are cancelling; you can skip this step if you prefer.
5. Confirm your cancellation. Google will display your final billing date and when your access ends.
   • You typically retain access until the end of your paid billing period.
6. Check your email for a cancellation confirmation from Google Play.
   • This email confirms the cancellation date and any remaining subscription balance.

Remember: Cancelling your Google Play subscription does not cancel any Preply website subscription you may have. Check both platforms to ensure all charges have stopped.

Understanding preply's pricing and subscription options

Knowing what you are paying for helps you decide whether to cancel or adjust your subscription.

What to do after you cancel Preply

Cancelling is not the end of your relationship with Preply; what you do in the days following matters for your protection and peace of mind.

Verify the cancellation took effect

Within 48 hours of cancellation, log back into your Preply account and check your Subscriptions page to confirm no active subscription appears. Look at your next scheduled billing date; it should show "No upcoming charges" or similar language. If an active subscription still appears after 48 hours, contact Preply support immediately with your cancellation confirmation email and ask them to escalate the issue.

Monitor your payment method

Check your bank or credit card statement 5 to 7 days after cancellation to confirm no new charges appear from Preply. If you see a charge after your cancellation date, contact your bank immediately and provide your cancellation confirmation emails. Your bank can reverse the charge and flag the transaction as unauthorised if Preply breached the cancellation. Tocancel recommends keeping all cancellation confirmations for at least 90 days so you have proof if a dispute arises later.

Retrieve your lesson records before they expire

If you want to keep copies of lesson recordings, chat history, or feedback from your tutor, download these materials before Preply's data retention period ends (usually 30 to 90 days after cancellation). After that period, Preply may delete your lesson data permanently.

Refunds and what you can claim

Understanding what Preply will refund depends on your subscription type and when you cancel.

When you are entitled to a refund

You are entitled to a refund under South African consumer law if you cancel within a cooling-off period (typically 5 business days from purchase on website subscriptions) or if you have paid for services that Preply has not yet delivered. If you have unused prepaid lesson credits, Preply should refund you for those unused credits, minus any non-refundable platform fees clearly stated in their terms. If Preply refuses a refund for unused credits, you can lodge a complaint with the National Consumer Commission stating that Preply is retaining payment for services not rendered.

What Preply typically does not refund

Preply generally does not refund for lessons you have already attended or consumed. If your tutor cancels a lesson and you choose not to reschedule, Preply may credit your account rather than refunding cash. Cancellation fees may apply if Preply's terms explicitly state them and those terms comply with consumer law (excessive cancellation fees can be challenged). Monthly subscription fees for the month in which you cancel are usually non-refundable unless you cancel on the first day of the month.

How to request a refund

After you cancel, do not assume your refund is automatic. If you have unused credits or believe you are entitled to a refund, contact Preply support within 7 days of cancellation with a clear description of what you are requesting a refund for. Include your cancellation confirmation email, your account username, the date you made the payment, and the amount. Preply typically processes refunds within 10 to 15 business days to your original payment method. If Preply refuses, ask them in writing (email) to explain why, and keep their response as evidence for a complaint to the National Consumer Commission if needed.

Common mistakes people make when cancelling Preply

Many South African consumers cancel incorrectly and then face surprise charges weeks later. Learning from these mistakes protects you.

Cancelling on the wrong platform

The most common mistake is cancelling your Preply website subscription and forgetting that you also have an App Store or Google Play subscription active. Each platform handles its own billing, and cancelling one does not touch the other. Before you cancel, audit all your subscriptions: check Preply's website, Apple's subscriptions (if you own Apple devices), and Google Play (if you use Android). Only when you have cancelled everywhere does your Preply access truly stop.

Not keeping cancellation proof

If Preply charges you after cancellation and you have no confirmation email or screenshot showing when you cancelled, proving your cancellation to your bank becomes much harder. The National Consumer Commission also expects you to provide evidence of your cancellation attempt. Always screenshot the cancellation confirmation page, save the confirmation email, and note the date and time you cancelled.

Assuming unused credits will refund automatically

Many users believe cancelling their subscription automatically triggers a refund of unused credits. In reality, you often must request this refund explicitly within a set timeframe. If you do not ask within 30 days, Preply may consider the credits forfeited. Contact Preply support directly and request a refund of your unused credit balance, quoting the amount and the date you purchased them.

How tocancel can help you resolve cancellation issues

If you have cancelled Preply but still face charges, or if Preply refuses to refund unused credits, Tocancel is here to help you take the next step. Tocancel provides templates for formal cancellation letters, complaint templates for the National Consumer Commission, and guidance on escalating your dispute if Preply continues to bill you unlawfully. Tocancel has helped thousands of South African consumers cancel online services and recover disputed charges by providing clear, evidence-based instructions and ready-to-use complaint documents.

Contact information for formal complaints

If Preply does not respond to your cancellation request or refund claim within 14 days, you can lodge a formal complaint with the National Consumer Commission. Provide your cancellation confirmation emails, bank statements showing any disputed charges, and a clear description of what Preply has failed to do. The National Consumer Commission investigates and can compel Preply to honour your cancellation and issue refunds if the evidence supports your claim. Tocancel recommends keeping all evidence in one file so you can submit it quickly if you need to escalate.

When to escalate to your bank

If Preply charges you after you have cancelled and Preply's support team does not reverse the charge, contact your bank and dispute the transaction. Provide your cancellation confirmation as evidence that you did not authorise the charge. Your bank can reverse it and may close Preply's ability to charge your card in future. This step protects you while the National Consumer Commission investigates if you also file a complaint there.

Summary checklist for cancelling Preply in south africa

Formal cancellation by post

If you prefer to cancel Preply formally in writing, or if you are unable to cancel online, you can send a cancellation letter to Preply's registered office address.

Preply contact details for formal cancellation

Send your cancellation letter by registered post (with proof of delivery) to:

Preply UK Services Ltd
Unit 3, Clarendon Business Centre
Clarendon Road
Watford WD17 1FQ
United Kingdom

In your letter, include your full name, account email address, account username, the date you wish cancellation to take effect, and your request for a refund of any unused credits. Request written confirmation that your cancellation has been processed. Keep a copy of the letter and proof of posting so you have evidence of when you submitted your cancellation request. This formal method is particularly useful if you believe Preply will dispute your cancellation date, because the post office timestamp proves when Preply received your request.

Email cancellation as an alternative

Many Preply users have successfully cancelled by sending a formal email to Preply's support address ([email protected]) with the subject line "Account Cancellation Request" and the same information listed above. Send this email from the same address registered to your Preply account, and request a read receipt so you have proof Preply received it. Forward your cancellation confirmation to Tocancel if you need help interpreting Preply's response or advice on next steps.

Key takeaways for cancelling Preply safely

Cancelling Preply is your right as a South African consumer, and you can do it in minutes if you use the correct platform. Tocancel emphasises that the most important protection is proof: screenshot your cancellation confirmation, save the email confirmation email, and monitor your bank statement for 30 days after cancellation. If Preply charges you after you have cancelled, provide your confirmation evidence to your bank and lodge a complaint with the National Consumer Commission. South African consumer law is on your side, and Tocancel is here to help you enforce it.

Remember that your consumer rights do not depend on Preply's goodwill. The Consumer Protection Act gives you the right to cancel, the right to a refund for services not delivered, and the right to dispute unauthorised charges. If Preply refuses to honour your cancellation or withholds a refund unfairly, the National Consumer Commission has the power to compel them to do so. Tocancel has guided thousands of South African consumers through this process and helped them recover money Preply wrongfully retained. Visit Tocancel today to find templates, complaint letters, and step-by-step guidance tailored to your situation.