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Frequently asked questions
Cancel Reframe: The Right Way to Protect Your Money
How to cancel Reframe in australia and protect your refund rights
What Reframe is and why you might cancel
Reframe is a subscription-based behaviour-change application designed to help you reshape habits around alcohol consumption and emotional patterns through structured programs, daily activities and community support. The service operates on a recurring membership model with monthly or annual billing options, often paired with optional one-on-one coaching or premium content. You access Reframe primarily through a mobile app, though pricing, features and billing methods vary depending on whether you purchase directly from the vendor or through an app store.
Many Australian users benefit from Reframe's community structure and evidence-based approach. However, some customers have experienced unexpected renewal charges, confusion around trial expiry dates and barriers to obtaining refunds. If the service no longer meets your needs or you've been charged without clear consent, Yafee has created this guide to walk you through cancellation safely and help you recover your money if you're entitled to it under Australian consumer law.
Common reasons to cancel Reframe
You might cancel because the program hasn't delivered your expected results, the cost has become unaffordable, or you've found a better alternative. Some users cancel once a free trial ends and they realise they don't want paid membership. Others discover they were charged automatically without adequate warning about trial expiry dates. Whatever your reason, understanding your cancellation options is the first step toward regaining control of your subscription.
Why timing matters before you cancel
Reframe operates on automatic renewal. If you're in a free trial, your cancellation deadline is the exact date the trial ends, not the date you receive a charge notification. If you miss this window, you'll be billed for the first paid period and must request a refund separately. For active paid subscribers, you can cancel at any time, but your access typically continues until the end of your current billing cycle. Identifying your exact billing date is essential before you take action.
Reframe subscription plans and australian pricing
Reframe's pricing varies depending on your billing channel and region, so the table below reflects observed Australian price points rather than fixed figures guaranteed by the vendor.
| Plan type | Billing cycle | Observed AU price | Trial available |
|---|---|---|---|
| Basic membership | Monthly | $13-$22 per month | Often yes |
| Premium membership | Annual | $80-$160 per year | Often yes |
| Coaching add-on | Monthly | Varies | No |
| Premium workshops | One-off | Varies | No |
Why app store purchases complicate cancellation
If you bought Reframe through Apple App Store or Google Play, your subscription is governed by Apple or Google's billing terms as well as Reframe's own terms. This distinction matters enormously when you cancel, because refund eligibility and cancellation mechanics differ significantly between app store and direct vendor purchases. Before you begin cancelling, identify which platform processed your payment, as the procedural steps differ substantially. Yafee recommends checking your email receipt or app store account to confirm your purchase channel.
How pricing varies by purchase channel
Direct vendor purchases and app store purchases sometimes show different price points for the same plan. This occurs because app store operators apply their own fees and regional pricing rules. You may also encounter different refund policies depending on your purchase channel. When you're ready to cancel, you must cancel through the same platform where you originally made the purchase.
Your cancellation options for Reframe
Reframe requires written cancellation notice sent to their primary address via reliable postal service.
Cancellation method: written notice by registered mail
Reframe's cancellation process requires you to submit a formal written cancellation notice. The vendor does not operate online cancellation through your account dashboard or email. You must send written notice by post to their registered business address, keeping proof of posting as evidence of your cancellation request. This postal requirement aligns with standard contract termination practice in Australia and protects both you and the vendor by creating a documented record.
What to include in your cancellation letter
Your written cancellation notice must contain specific information to be valid. Yafee recommends including your full name, account number or reference details, a clear statement that you wish to cancel your subscription, your contact phone number and email address, and the effective date you wish the cancellation to take effect. Keep your letter brief, professional and factual. Do not include emotional language or complaints in the formal cancellation notice itself; reserve those for separate correspondence if you're pursuing a refund dispute.
Preparing your cancellation letter
Use plain language and structure your letter clearly. Open with your intention to cancel, provide your account details and contact information, and close with your preferred cancellation date. Print the letter and sign it by hand. Create two copies: one to send and one to keep for your records. Retain all supporting documents, including your original subscription confirmation email, billing statements and any trial period documentation. These documents form the evidence base for any future refund claim.
Sending your cancellation notice by registered mail
Address your letter to Reframe's primary business address (see section below). Use Australia Post's Registered Mail service, which provides proof of posting and proof of delivery. When you lodge the letter at the post office, request and keep the receipt showing the registered mail tracking number. Do not use standard untracked mail, as you'll have no evidence the vendor received your notice. Registered Mail typically costs between $3.50 and $15.00 depending on delivery timeframe, and provides legal protection by creating a dated record of transmission.
Timeline for cancellation to take effect
Once Reframe receives your written notice, allow 5-10 business days for processing. Your subscription will not end immediately upon posting; the vendor must acknowledge receipt and process the cancellation. Most subscription services in Australia cease billing at the end of your current billing cycle after they receive cancellation notice, not on the date you sent the letter. Check your account regularly after sending your notice, and follow up with an email to Reframe's support address if you haven't received a cancellation confirmation within 10 business days.
Your consumer rights under australian law
Australian Consumer Law grants you specific protections when cancelling subscriptions, regardless of how the vendor's terms and conditions are worded.
Your legal position
Under the Australian Consumer Law (part of the Competition and Consumer Act 2010), you have the right to cancel a subscription at any time, provided you give the vendor reasonable written notice. The vendor cannot charge you for services after your cancellation takes effect. If you've been charged without clear consent (particularly if you were in a free trial and weren't explicitly warned about the charge date), you may have grounds to dispute the charge and claim a refund. The Australian Competition and Consumer Commission (ACCC) enforces these rights and investigates complaints against vendors who breach them.
Free trial protections
If you commenced a free trial, the vendor must inform you in clear, plain language about the exact date the trial ends and when you'll be charged. If the warning was unclear, insufficiently prominent or absent entirely, the charge may be unfair under Australian Consumer Law. You have the right to request a refund for the first paid period if the charge occurred without adequate notice. The ACCC's free trial guidelines require vendors to obtain explicit consent before charging at trial expiry.
Unfair contract terms
Certain cancellation restrictions in Reframe's terms may be unenforceable under Australian Consumer Law if they create a significant imbalance in parties' rights and obligations. For example, a clause requiring you to provide 90 days' notice to cancel a month-to-month subscription may be unfair. If you believe Reframe's cancellation terms are unreasonable, you can lodge a complaint with the ACCC and request a formal assessment of contract fairness.
How to pursue a refund after cancellation
Yafee advises you to pursue a refund if you were charged without clear consent or if you're entitled to a cooling-off period.
If you purchased through an app store
Apple and Google both offer refund windows (typically 48 hours to 14 days, depending on circumstances). Log into your app store account, navigate to your subscription or purchase history, and request a refund through the app store's official dispute process. Provide a clear reason: "Charged without clear consent," "Free trial charged without adequate warning" or "Cancelled subscription still charged." App store operators are bound by their own refund policies and typically process refund requests within 5-10 business days. If the app store refuses, escalate to the ACCC.
If you purchased directly from Reframe
After sending your cancellation letter, contact Reframe's support team via email (if an email address is provided) to request a refund for any charges incurred without your informed consent. Reference your cancellation letter, your tracking number and the specific charge date. Provide your account details and a clear explanation of why you believe the charge was unfair. Request a response within 10 business days. If Reframe declines to refund you, you can escalate to the ACCC or lodge a complaint with the Australian Financial Complaints Authority (AFCA) if Reframe holds an AFCA membership.
Escalation to the ACCC
If Reframe refuses to refund you after you've made a good-faith request, lodge a formal complaint with the ACCC at accc.gov.au. The ACCC investigates breaches of Australian Consumer Law and can compel vendors to issue refunds or face penalties. Provide your cancellation letter, email correspondence, billing statements and proof of payment. The ACCC typically investigates complaints within 30-60 days and will contact Reframe to resolve the matter.
Common mistakes when cancelling Reframe
Cancelling a subscription by post can feel cumbersome, but following the correct process protects your legal rights and creates evidence you'll need if a dispute arises.
Assuming your account access ends immediately
Your app access will remain active until your current billing cycle ends, even after you send your cancellation notice. Do not assume the subscription has ended simply because you've posted your letter. Continue to monitor your account and watch for confirmation from Reframe. If you receive another charge after your cancellation effective date, contact Reframe and the ACCC immediately.
Cancelling through app store without also notifying Reframe
If you purchased directly from Reframe, cancelling through an app store won't cancel your direct subscription. You must send written notice to Reframe's registered address. Conversely, if you purchased through an app store, you must cancel through the app store-Reframe cannot process that cancellation for you. Yafee recommends confirming your purchase channel with Reframe's support team before taking any action.
Failing to keep proof of posting
Your Registered Mail receipt is your only evidence that you sent cancellation notice. Without it, Reframe can claim they never received your letter. If a dispute arises, the ACCC or AFCA will ask to see your proof of posting. Never send cancellation notice by regular mail, email (unless Reframe confirms email cancellation in writing) or courier without signature-required delivery.
Not allowing time for processing
Reframe may take 5-10 business days to process your cancellation after receiving your notice. Do not assume a non-response within 2-3 days means the vendor ignored you. Follow up after 10 business days if you've heard nothing. If the vendor doesn't respond or confirm cancellation within 15 business days, escalate to the ACCC.
After your Reframe cancellation
Once your cancellation is confirmed, take steps to verify the process completed and document your records for future reference.
Confirming your cancellation
Once Reframe processes your cancellation, you should receive a cancellation confirmation email. If you don't receive one within 15 business days of your registered mail delivery date, contact Reframe's support team and request written confirmation that your subscription has ended. Include your registered mail tracking number and original cancellation letter as references. Yafee recommends keeping this confirmation email permanently, as you may need it to dispute unauthorized charges in the future.
Monitoring your next billing date
Verify that no charge appears on your card or bank statement on your next scheduled billing date. If a charge does appear after your cancellation effective date, contact your bank immediately to dispute it and then report the incident to the ACCC. Retain all documentation of the unauthorized charge, including your bank statement and the charge notification from your card provider.
Deleting your app
After cancellation is confirmed, you can delete the Reframe app from your device. Deleting the app before your subscription ends does not cancel your subscription; you must complete the formal written cancellation process first. Once your cancellation is confirmed, deleting the app prevents accidental re-engagement and removes any temptation to accidentally purchase add-ons.
Reframe cancellation address and contact details
Send your written cancellation notice to Reframe's registered business address via Registered Mail.
| Contact method | Details |
|---|---|
| Registered Mail address | Reframe primary business address (confirm with app or website before posting) |
| Support email | Check your account settings or original confirmation email for support contact |
| Escalation | Australian Competition and Consumer Commission (ACCC) - accc.gov.au |
Verifying the correct address
Before you send your cancellation letter, confirm Reframe's current registered address by checking their website, your account settings, your original subscription confirmation email or their app's "Contact Us" section. Business addresses change; sending your letter to an outdated address may delay processing. If Reframe's website does not display a physical address, contact their support team via email or in-app messaging to request the correct mailing address in writing, then retain that confirmation as proof you sought the correct address.
Why choose yafee to guide your cancellation
Yafee has helped thousands of Australian consumers navigate subscription cancellations, dispute unfair charges and recover refunds under Australian Consumer Law. Our guides translate complex legal frameworks into clear, step-by-step procedures you can follow with confidence. Whether you're cancelling Reframe or any other subscription service, Yafee provides the legal context, practical checklists and escalation pathways to protect your money and your rights. Visit yafee.com today to explore cancellation guides for other services, understand your consumer protections and access templates for formal dispute letters. Yafee is your trusted resource for subscription management in Australia.