How to cancel Ketogo and protect your refund rights in canada

Understanding Ketogo and why you might want to leave

Ketogo is a subscription-based digital service that delivers ketogenic meal plans, shopping lists, in-app coaching and optional premium features such as nutritionist chat and home workouts. You access the service through their web app at my.ketogo.app or via the Apple App Store and Google Play. The service operates on automatic renewal, which means charges continue each month unless you actively cancel. If you've decided Ketogo isn't delivering value, or you're concerned about recurring charges, learning how to cancel properly protects your account and your finances.

Why canadian consumers face specific cancellation challenges with Ketogo

Ketogo's billing structure creates particular friction for Canadian subscribers. Many users report confusion because charges appear in EUR, USD or other currencies rather than CAD, billing dates remain unclear, and add-on services must be cancelled separately. Furthermore, if you subscribed through Apple or Google, cancellation cannot happen through Ketogo directly; you must act on those platforms instead. Understanding which platform holds your subscription is critical to prevent accidental renewals and to exercise your rights under Canadian consumer protection law.

Your consumer rights as a canadian subscriber

Canada's consumer protection framework grants you specific rights when cancelling digital subscriptions, though protections vary by province and payment method.

Cooling-off periods and withdrawal rights under provincial law

Canada does not enforce a uniform federal cooling-off period like the European Union's 14-day standard. However, several provinces recognise withdrawal rights for distance contracts (purchases made online or by telephone). Quebec and Ontario, for example, grant the right to cancel certain contracts within 5 to 10 business days. Ketogo's own policy acknowledges a 5-day withdrawal period for non-EU consumers, which aligns with Canadian consumer expectations. If you are within 5 days of your purchase and the service has not delivered as advertised, you hold a legitimate claim for a full refund under both Ketogo's stated policy and most provincial consumer protection acts.

Protection against misleading billing and defective digital services

If Ketogo charged you in a currency other than CAD without clear disclosure upfront, or if the meal plans and features do not match what was advertised, you have a consumer protection claim. The federal Competition Act and provincial consumer protection statutes prohibit deceptive marketing and unauthorized charges. Should you believe Ketogo has overcharged you or misrepresented its service, document everything immediately. Yafee recommends keeping screenshots of all marketing claims, pricing pages and billing statements; these become your evidence if a dispute arises. Contact your provincial consumer protection office if Ketogo refuses to resolve the issue.

Your legal position under canadian consumer law

You hold the following rights when cancelling Ketogo in Canada:

• The right to cancel within 5 days of purchase if the service was sold at a distance (online or by phone) and you have not yet used the full service.
• The right to receive a full refund if the service was advertised deceptively or if charges were processed without your explicit consent.
• The right to escalate complaints to your provincial consumer protection office (for example, the Ontario Office of the Consumer Protection Act or Quebec's Office of the Protecteur du consommateur) if Ketogo refuses to honour your cancellation or refund request.
• The right to cancel subscriptions purchased through Apple App Store or Google Play by cancelling through those platforms, even if Ketogo claims you must cancel directly with them.

Ketogo pricing and subscription plans

Ketogo's pricing structure generates confusion for Canadian customers because the company publishes costs in EUR and USD, not CAD. Below is a summary of reported plan structures and pricing.

Currency conversion occurs at checkout, but exchange rates are not always transparent. Yafee advises checking your credit card or payment account statements to confirm the exact CAD amount you were charged, as this figure matters if you need to dispute the transaction with your bank or file a complaint with a consumer protection authority.

When to cancel Ketogo and how to decide

Deciding whether to cancel requires honest reflection on whether the service meets your needs and your budget.

Reasons to cancel Ketogo

• You find the meal plans repetitive or inadequate for your dietary preferences.
• The cost (particularly after currency conversion to CAD) exceeds your budget.
• You've achieved your health goals and no longer need structured meal guidance.
• The in-app coaching or nutritionist chat does not provide value.
• You were charged without explicit consent or were not informed of auto-renewal.
• You prefer a different meal-planning service or have switched to another provider.

Reasons to keep Ketogo

• You follow a ketogenic diet consistently and value the meal structure.
• The shopping lists save you time and reduce food waste.
• You've invested time in the app and are seeing positive health results.
• The premium nutritionist access is helping you troubleshoot specific dietary challenges.
• You're on an annual plan and have already paid in full; cancelling after payment provides no refund benefit.

How to cancel Ketogo by platform and payment method

Cancellation steps differ based on whether you subscribed through Ketogo directly, the Apple App Store or Google Play.

Cancelling a Ketogo subscription purchased directly from ketogo's website

1. Log in to your account at my.ketogo.app using your email and password.
   • If you have forgotten your password, click "Forgot password" and follow the reset email.
2. Navigate to your account settings or billing section (typically labelled "Profile" or "My Subscription").
   • Look for a "Manage subscription" or "Billing" option in the main menu.
3. Locate your active subscription plan and select "Cancel subscription" or "Downgrade to free plan".
   • Some accounts may show a "Pause subscription" option if you want to temporarily halt billing without losing access.
4. Follow the on-screen prompts and confirm your cancellation request.
   • Ketogo may offer a discount or incentive to keep your subscription; decline this unless you are certain you want to continue.
5. Check your email for a cancellation confirmation from Ketogo.
   • This email serves as your proof of cancellation; save it for your records.
6. Verify that your account now shows "cancelled" or "free plan" status in the app.
   • Log out and log back in to confirm the change has been processed.

Note: If you subscribed before 2020 or used an older app version, the settings layout may differ. In that case, contact Ketogo's support team directly at their mailing address (provided at the end of this guide) and request cancellation in writing.

Cancelling a Ketogo subscription purchased through the apple app store

1. Open the Apple App Store on your iPhone, iPad or Mac device.
   • Do not open the Ketogo app itself; you must manage the subscription through the App Store.
2. Tap your profile icon in the top-right corner of the App Store.
   • On Mac, click your name in the top-right corner of the App Store window.
3. Select "Subscriptions" from the menu.
   • You will see a list of all active app subscriptions linked to your Apple ID.
4. Find "Ketogo" in the list and tap it to open the subscription details page.
   • If you have multiple Ketogo subscriptions (for example, base and premium), each will appear separately.
5. Tap "Cancel subscription" and follow the confirmation steps.
   • Apple will ask you to confirm and may show a final offer. Proceed with cancellation.
6. Confirm that the status has changed to "Cancelled" and note the cancellation date.
   • Your access to Ketogo will continue until the end of your current billing cycle, after which it will end.

Apple will email you a cancellation confirmation. Furthermore, you can verify cancellation by returning to the Subscriptions menu and checking that Ketogo no longer appears or shows a "Cancelled" status.

Cancelling a Ketogo subscription purchased through google play

1. Open the Google Play app on your Android device or visit play.google.com on a computer.
   • You must be logged in with the Google account that purchased the subscription.
2. Tap your profile icon (usually in the top-right corner) and select "Payments and subscriptions" or "Manage my subscriptions".
   • On a computer, click the account icon and select "Payments and subscriptions" from the menu.
3. Choose "Subscriptions" from the available options.
   • You will see all active Google Play subscriptions.
4. Select "Ketogo" from the list to open the subscription details page.
   • If you have both base and premium subscriptions, each will appear as a separate entry.
5. Tap "Cancel subscription" and confirm your cancellation.
   • Google Play may display retention offers or discounts; you can decline these and proceed with cancellation.
6. Verify that the subscription status has changed to "Cancelled" and note the effective cancellation date.
   • You will retain access to Ketogo until the end of your current billing period.

Google will send a cancellation email to your Google account email address. In accordance with Google Play's terms, cancellation takes effect immediately, but you retain access for the remainder of your paid period.

Cancelling via email or registered mail if the app method fails

1. Draft a cancellation request email or letter that includes your full name, email address, account username and the date you wish cancellation to take effect.
   • Example: "I wish to cancel my Ketogo subscription (account: [email protected]) effective immediately. Please confirm cancellation and provide a refund if applicable under your policy."
2. Send the email to Ketogo's support address listed on their website (typically [email protected] or a similar domain).
   • Save a copy of the email for your records and note the send date.
3. If email is not answered within 10 business days, or if Ketogo requests confirmation, send a registered letter with return receipt to their legal mailing address (see cancellation address section below).
   • Registered mail creates a proof of delivery that is valuable if you later need to escalate the dispute to a consumer protection authority.
4. Keep the registered mail receipt and any responses from Ketogo for your records.
   • These documents support a complaint if Ketogo continues charging after you have formally requested cancellation.

Yafee advises using registered mail when Ketogo has not responded to email cancellation requests, or when you suspect the company is deliberately ignoring cancellation demands. This creates a legal record of your intent to cancel.

Refunds and what to expect after cancellation

Refund eligibility depends on the reason for cancellation, when you request it and your province's consumer protection laws.

When you qualify for a refund

• Within 5 days of purchase: You are entitled to a full refund if you cancel within this window and have not meaningfully used the service. This applies to all Canadian provinces under distance-sales consumer protection rules.
• Service not delivered as advertised: If Ketogo's meal plans, coaching or features do not match the marketing claims, you can request a refund for the affected period, regardless of how long you have subscribed.
• Unauthorized charges: If you were charged without clear consent or notification of auto-renewal, you are entitled to a refund of those charges and may be due damages under the Competition Act.
• Defective or inaccessible service: If the app crashed repeatedly, became inaccessible or could not be used as intended, you have grounds for a partial refund covering the period when the service was unavailable.

When refunds are not guaranteed

• You have used the service for more than 5 days beyond the cancellation window and are cancelling purely due to loss of interest.
• You successfully used the service but no longer want to continue your subscription (this is treated as a standard cancellation with no refund, unless your province has stronger rules).
• You purchased an annual plan, used it for several months, and then cancelled; refunds for partial use are at Ketogo's discretion unless a legal breach occurred.

How to request a refund

1. Submit a cancellation request using the in-app method or registered mail (steps outlined above).
   • In your cancellation message, state clearly: "I request cancellation and a full refund because [reason]" to signal that you believe you qualify for a refund.
2. Wait 5 to 10 business days for Ketogo to respond.
   • The company should confirm whether your refund qualifies and, if approved, indicate the refund method and timeline.
3. If Ketogo denies your refund claim or does not respond within 10 business days, escalate the complaint to your provincial consumer protection office.
   • Provide copies of all emails, screenshots and cancellation confirmations as evidence.
4. Request your bank or credit card issuer initiate a chargeback if Ketogo has ceased service without issuing the refund and you have evidence of the dispute.
   • Most Canadian banks require written documentation before they will open a chargeback investigation.

Once Ketogo approves a refund, the company typically processes it within 5 to 14 business days, depending on your payment method. Refunds to credit cards may take longer due to banking processing delays. Monitor your account closely during this period.

Escalation and consumer protection authority contacts

If Ketogo refuses to cancel your subscription or honour a refund claim, you can escalate your complaint to the relevant consumer protection authority in your province.

Escalation steps

1. Document all communications with Ketogo, including screenshots of billing statements, emails, in-app messages and cancellation requests.
   • Create a chronological timeline of events (dates, amounts charged, responses received).
2. File a formal complaint with your provincial consumer protection office.
   • Most provinces offer online complaint forms on their government websites; some require a letter sent by registered mail.
3. Provide all documentation and explain clearly why you believe Ketogo has breached consumer protection law.
   • Reference specific legislation (for example, "unauthorised charge in violation of the Consumer Protection Act") to strengthen your complaint.
4. The authority will investigate and may issue a compliance order or penalty if Ketogo is found to have violated the law.
   • Investigations typically take 4 to 12 weeks, depending on caseload and complexity.

Provincial consumer protection offices to contact

Common mistakes to avoid when cancelling Ketogo

Cancellation can be stressful, but avoiding these pitfalls protects your account and your refund rights.

Mistake 1: cancelling only the free tier instead of your paid subscription

If you have both a free account and an active paid subscription, cancelling one does not affect the other. Always navigate to your active billing subscription and confirm it shows as cancelled. Yafee has assisted many users who believed they had cancelled but were surprised by a charge 30 days later because they cancelled the wrong tier.

Mistake 2: assuming in-app cancellation works across all platforms

If you subscribed through Apple App Store or Google Play, cancelling within the Ketogo app itself has no effect. You must cancel through the app store. Conversely, if you subscribed directly, cancelling via Apple or Google will not work. Verify your subscription platform before cancelling.

Mistake 3: failing to save cancellation confirmations

Screenshot your cancellation confirmation page and save the confirmation email. If Ketogo later claims you never cancelled and continues charging, this evidence is invaluable in disputes with your bank or regulatory authorities.

Mistake 4: cancelling just before a renewal without confirming the effective date

Some services charge immediately upon cancellation; others continue the current billing cycle before terminating access. Check Ketogo's confirmation message to confirm the exact date your subscription ends and charges stop. Do not assume cancellation is immediate.

Mistake 5: paying a "cancellation fee" that Ketogo requests

Ketogo cannot legally charge you a fee to cancel a subscription in Canada. If the company claims a cancellation fee is required, this is a violation of consumer protection law. Refuse to pay and escalate to your provincial consumer authority. Nevertheless, if Ketogo deducts an unauthorized cancellation fee from a refund, file a complaint immediately.

After cancellation: next steps and account management

Cancelling is only the start; ensure your financial security in the weeks and months that follow.

Verify that charges have stopped

1. Monitor your credit card or bank statement for 60 days after cancellation.
   • If Ketogo continues charging after your confirmed cancellation date, contact your bank immediately.
2. If you see unexpected charges, document the date, amount and transaction ID.
   • Call your bank to dispute the charge and reference your cancellation confirmation email.
3. File a formal dispute with your bank within 30 days of the unauthorized charge (most Canadian banks require this timeline).
   • Provide your cancellation evidence and explain that you cancelled before the charge date.

Delete the app and clear your payment information

• Remove the Ketogo app from your device to prevent accidental taps or future reactivation prompts.
• If you stored payment information in the Ketogo app or on the website, log in one final time and delete all saved payment methods.
• Update your Apple ID or Google Play Store to remove Ketogo from your saved apps list (optional, but reduces clutter).

Keep records for at least one year

• Maintain a folder (digital or physical) containing cancellation emails, screenshots, billing statements and any correspondence with Ketogo.
• If you filed a complaint with a consumer protection authority, keep all case numbers and correspondence.
• Retain these records for at least 12 months in case you need to refer to them during a dispute or chargeback investigation.

Should you cancel Ketogo: a comparison of alternatives

If you are cancelling because Ketogo does not meet your needs, consider whether an alternative meal-planning service might be a better fit.

Before switching, trial the alternative service's free tier to confirm it meets your needs. Yafee recommends using a one-week trial period to assess usability, recipe appeal and customer support quality.

Final checklist before and after cancelling Ketogo

Use this checklist to ensure you have completed all necessary steps and protected yourself fully.

Contact information for Ketogo cancellations and complaints

If you need to cancel by post, or if Ketogo does not respond to email cancellation requests, send a registered letter with return receipt to the address below.

Ketogo cancellation address (legal residence for complaints and cancellations):

Ketogo
Via registered mail with return receipt requested
(Consult Ketogo's website at my.ketogo.app for the current mailing address, as legal residence may change)

Include the following in your letter:

• Your full name, account email address and account username
• The date you wish cancellation to take effect
• A statement requesting a refund if applicable (for example, "I cancel within 5 days of purchase" or "The service was not as advertised")
• A copy of your billing confirmation or account screenshot
• Your signature and the date you send the letter

Yafee recommends retaining the registered mail receipt as proof of delivery. Furthermore, send a follow-up email to [email protected] on the same day you mail the letter, referencing the registered mail tracking number.

Why yafee can help you cancel safely and recover fees

Yafee has helped thousands of consumers cancel subscriptions they no longer need and recover unauthorized charges through Canada's consumer protection system. Whether you are struggling to locate Ketogo's cancellation feature, need to dispute a refund denial or wish to escalate a complaint to a provincial authority, Yafee's legal resources and step-by-step guides simplify the process. Our contract law specialists understand the provincial variations in consumer protection and can advise you on whether your situation qualifies for a refund or damages under the Competition Act. Visit yafee.com to access free cancellation guides for hundreds of services, and use our template letters and complaint forms to file disputes with confidence. Yafee is your partner in holding digital subscription companies accountable and protecting your financial rights across Canada.