Refund and cancellation policy

The short version

Try Propoa free for 14 days before you pay anything. Once a period is paid for, we don't refund the part of it you haven't used - but you can cancel any time, you keep everything you paid for until that period ends, and we will always put our own billing mistakes right.

Try it free first - that is what the 14 days are for

Every new account gets 14 days at the Pro level, free, counted from the day we approve your CEA registration rather than the day you sign up. We don't ask for a card to start it and there is nothing to cancel when it ends - it simply stops, and the account drops to whatever plan you have chosen and paid for.

The trial is your opportunity to find out whether the app suits how you work, before any money changes hands. Please use it. The rest of this policy is written on the basis that you had a full, unrestricted look at the product at no cost and no risk.

Cancelling, and what you keep

You can cancel a subscription at any time, from Subscription on the web dashboard. You don't need to ask us and you don't need a reason.

Cancelling stops the next renewal. It does not cut short the period you have already paid for:

• You keep your plan and all of its features until the end of the period you paid for. The date is shown on the Subscription page.
• Nothing is deleted when a subscription ends. Your clients, viewings, deals and documents stay exactly where they are - the account moves to read-only for the paid features, and you can still sign in, read everything, and export it.
• Settings has a one-click export of your whole account as a single file. It works whether or not you have a current subscription. Take it before you close the account.
• Starting a new subscription later is always possible, and picks up the same data.

We don't refund part-used periods

When you cancel part way through a month or a year, we don't refund the remainder of that period. You keep the service for the whole of it instead, which is the same value delivered a different way.

The same applies if you stop using the app but leave the subscription running, or if you forget to cancel before a renewal you meant to stop. We would rather you didn't pay for something you aren't using, so cancel as soon as you know - the cancellation takes effect at the end of the current period, not the start of the next one you'd otherwise be charged for.

Nothing in this policy limits rights you have under the Consumer Protection (Fair Trading) Act or any other law we cannot contract out of.

When we do refund

Some things are our mistake, or our decision, and those we put right in money:

• We charged you twice for the same period, or charged the wrong amount.
• We charged you after you had already cancelled, or after your subscription should have ended.
• You were charged for a plan you never had - including a payment taken from a card or bank account you did not authorise us to use.
• We close or suspend your account for a reason that is not a breach of the terms by you. In that case we refund the unused part of anything you have paid in advance.
• We withdraw a feature your plan was materially sold on, you tell us within 30 days, and you would rather leave than continue - we refund the unused part of the current period.
• A fault on our side stopped you using Propoa for a sustained stretch of your paid period and we could not put it right. We refund that stretch.

How we work out the unused part

Where this policy does refund the unused part of a period - the last three points above - we work it out the same way every time, so the figure is never a matter of opinion:

• We count in whole days, measured from the day the request reaches us - not from the day we get round to deciding it. You keep the whole of the day you wrote in; every day after it is refundable. Our own turnaround can never make your refund smaller.
• We then refund that share of what you actually paid for the period: unused days divided by the total days in the period. We count the real days, so a leap year or a short month comes out right rather than assumed.
• Fractions of a cent go your way, and you keep your plan while we are looking at the request.
• For example: Pro annual at $1,080.00 for a full year, with a request reaching us about a month in, leaves 333 of the 365 days unused - a refund of $985.32.

Annual plans

An annual plan is a bigger commitment and the same rule applies to it: cancel whenever you like, keep the service to the end of the year you paid for, no refund of the remainder. If an annual plan is more than you want to commit to, take the monthly one - the discount is not worth being stuck.

How an annual plan renews depends on how you paid for it. Paid by card, it renews automatically each year until you cancel. Paid by PayNow, it does not renew by itself at all - PayNow cannot be charged automatically, so it is a single payment and we will remind you before the year is up. Either way you get notice before anything is taken.

Referral credit

Referral credit is a discount on an invoice, not money we are holding for you. It has no cash value, it is never paid out, and it is not refundable - including when an account closes.

If a refund is made on an invoice that had credit applied to it, we refund what you actually paid. The credit itself is returned to your balance where it was ours to return, and the referral programme terms govern the rest.

How to ask for a refund

Email support@propoagroup.co from the address on your account. Tell us which payment you mean - the date and the amount are enough - and what went wrong.

We will give you a decision within 5 business days. If we agree, the refund goes back by the same method you paid with, through our payment provider, and normally reaches you within 10 business days of the decision - the last leg of that is your bank's timing, not ours.

If we say no, we will tell you why, in writing. You are free to take it further from there, and we would still rather hear from you first.

Please talk to us before you charge back

If a charge looks wrong, email us. Almost every one turns out to be a renewal that was expected, a cancellation that didn't go through, or a genuine error on our side - and all three are quicker to fix by email than through your bank.

Raising a chargeback without contacting us first may suspend the account while the bank's process runs, because we are required to freeze the disputed service. That helps nobody, least of all you if the answer was a refund we would have made anyway.

Prices, tax and where you paid

All prices are in Singapore dollars, and are exclusive of GST unless the pricing page says otherwise. If we become GST-registered we will charge it as the law requires, show it on your invoice, and refund it with any refunded payment.

Payments for Propoa are taken by us directly, through our payment provider - not through the Apple App Store or Google Play. That means refunds are ours to make and this policy is the one that applies. If that ever changes and you buy a subscription through an app store, that store's own refund process governs the purchase and you will need to go to them.

Changes to this policy

We will update this page when the product or the law changes, and the effective date at the top moves with it. The policy that applies to a payment is the one that was in force on the day the payment was made, so a change never reaches backwards into something you have already bought.

Where a change materially reduces what you are entitled to, we will give you at least 30 days' notice in the app or by email. This version took effect on 12 August 2026.

Contact us

Propoa Pte. Ltd. (UEN 202635624D), Singapore. Refunds, billing and cancellations: support@propoagroup.co.