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Frequently asked questions
Cancel Truvision: The Right Way
How to cancel your Truvision subscription in canada and stop unwanted charges
What Truvision is and why cancellation matters
Truvision (commonly called Truvy) is a wellness company that distributes dietary supplements, weight-loss products, and health-related items through recurring subscription programs, primarily via their SmartShip autoship system. The company operates a direct-to-consumer model combined with an associate distribution network. If you subscribed to recurring shipments or joined as an associate and now wish to stop billing, you need to act decisively. At Yafee, we guide thousands of Canadian consumers through subscription cancellations each year, and Truvision cancellations rank among the most frequent requests.
Understanding truvision's SmartShip model
Truvision charges your payment method on a fixed schedule, with products automatically shipped before your billing date arrives. This recurring model is designed for convenience, but it also means you must take deliberate action to halt charges. Many customers report discovering unauthorized charges months after they believed they cancelled, which is why understanding your cancellation deadline is critical. Yafee emphasizes that your next scheduled order date is the key trigger for timely cancellation.
Why acting within the cancellation window protects your finances
Truvision requires cancellation requests to be submitted at least two business days before your next scheduled shipment processes. If you miss this window, you will be charged and shipped products regardless of your cancellation intent. Every day you delay costs you money. The sooner you initiate cancellation, the sooner your recurring charges stop.
Your consumer rights in canada and how they protect you
Canadian consumer protection law grants you specific rights when dealing with subscription services and recurring billing, though protections vary by province.
Federal and provincial legal framework
Under the Consumer Protection Act (federal) and equivalent provincial legislation, you have the right to clear disclosure of subscription terms, cancellation procedures, and all costs before you are charged. The Competition Act (Canada) also prohibits false or misleading representations about subscription terms. Most Canadian provinces impose a 14-day cooling-off period for distance sales, though dietary supplements and products sold through multi-level marketing structures may fall under modified rules depending on your province of residence. In Ontario, the Consumer Protection Act provides explicit protections for "subscription services." In British Columbia, the Business Practices and Consumer Protection Act offers similar safeguards. Alberta's Fair Trading Act covers unsolicited orders and subscription disputes. Yafee recommends you review your province's specific legislation if Truvision refuses your cancellation request.
Your legal position
You have the legal right to cancel a subscription service without penalty if Truvision failed to provide clear cancellation instructions before you enrolled, or if the company has not honoured a previous cancellation request. If Truvision continues to charge you after you have submitted a documented cancellation request and the charge-off deadline has passed, you can escalate to your provincial consumer protection authority. Ontario residents contact the Ministry of Public and Business Services; Alberta residents file complaints with the Fair Trading Act office; British Columbia residents escalate to the Office of the Registrar of Mortgage Brokers (or provincial consumer authority); and Quebec residents contact the Office of the Protecteur du Consommateur. Yafee advises that you document all cancellation attempts (dates, times, methods used, and names of support staff) before filing a formal complaint.
Refund rights after cancellation
Obtaining a refund after cancellation is a separate matter from stopping future charges. If you cancel within your province's statutory cooling-off period (typically 14 days from purchase), you may be entitled to a full refund of products that have not been delivered. If you cancel outside this window, Truvision's refund policy applies, which may limit you to store credit or partial refunds depending on the product category. Yafee recommends requesting written confirmation of your refund eligibility before you cancel, as some health products carry restrictions.
How to cancel your Truvision subscription step by step
Your cancellation method depends on whether you purchased directly through Truvision's website, via a third-party retailer, or through an associate referral link.
Step 1: gather your account information before contacting support
Prepare these details to speed up the cancellation process and create a record of your request.
- Your account email address registered with Truvision
- Your order or account number (found in past email receipts or your online account dashboard)
- Your next scheduled order date (this is critical for the two-business-day rule)
- Your registered phone number or payment method last four digits
- The date and time you contact support (document this yourself)
Step 2: contact truvision's customer support via phone
Phone is the fastest and most documented method for cancellation. Call at least two business days before your next scheduled charge.
- Call Truvision customer support at 1-855-213-TRUV (1-855-213-8788) for Canada
- Have your account information ready when you call
- Clearly state: "I want to cancel my SmartShip subscription, effective immediately"
- Request a cancellation confirmation number or reference code
- Ask the support agent to confirm your next scheduled order date and confirm it will NOT process
- Write down the agent's name, the date, the time, and the confirmation number
- Ask the agent to send a written cancellation confirmation to your registered email address
- End the call and save the recording (if your phone provider offers call recording) or your notes
Step 3: send a follow-up email to document your cancellation
Email creates a permanent record that protects you if Truvision claims they never received your cancellation request.
- Send an email to [email protected]
- Use the subject line: "Cancellation Request for SmartShip Account [Your Email Address]"
- Include these details in the body:
- Your full name
- Your account email address
- Your order or account number
- The date and time you called (include the phone number and agent name if available)
- Your cancellation confirmation number (from the phone call)
- A clear statement: "I request immediate cancellation of my SmartShip subscription. I understand that no further charges should be processed after [date of next scheduled order]."
- Request a written cancellation confirmation in reply
- Save this email and any reply for your records
Step 4: monitor your bank or credit card statement
After you submit your cancellation, verify that no further charges appear on your account.
- Check your bank or credit card statement 3 to 5 business days after your next scheduled order date
- If a charge appears after you cancelled, contact Truvision immediately by phone and email with your cancellation confirmation number
- If Truvision refuses to reverse the charge, file a dispute with your bank or credit card company within 60 days of the unauthorized charge
- Provide your bank with copies of your cancellation email and phone records as evidence
Pricing and what you should expect to pay
Truvision subscription costs vary by product bundle and frequency, and understanding these charges helps you calculate your cancellation savings.
| Product category | Typical monthly cost (CAD) | Shipping included? | Notes |
|---|---|---|---|
| Weight-loss starter bundle | $50-$100 | Included | Entry-level SmartShip tier |
| Nutritional supplement pack | $75-$150 | Included | Most common recurring subscription |
| Premium wellness bundle | $150-$250 | Included | Highest recurring cost; highest savings when cancelled |
| Associate monthly fee (optional) | $50 | N/A | Separate from product charges |
| Overnight or expedited shipping (add-on) | +$25-$50 | No | Not included in base subscription |
If you delay cancellation by even one month, you will be charged the full amount above. Yafee has helped customers recover hundreds of dollars by catching charges before they process.
Common mistakes that delay or derail cancellations
Most cancellation failures occur not because of company obstruction, but because customers make preventable errors. You can avoid these pitfalls with careful planning.
Missing the two-business-day deadline
This is the single most common mistake. If your next order processes before Truvision receives your cancellation request, you will be charged and shipped products. Confirm your next order date before calling, and call at least three business days in advance to be safe.
Cancelling via email alone without phone confirmation
Email is slower and harder to track than phone. Always call first, then email as backup documentation. Some customers email and assume they are done; weeks later they discover their account is still active.
Failing to request a written cancellation confirmation
A verbal cancellation from a phone call is valid, but without a confirmation number and written email reply, you have limited proof if a dispute arises. Always ask for and obtain written confirmation.
Cancelling on a weekend or holiday
The two-business-day rule does not count weekends or statutory holidays. If your next order is scheduled for Tuesday and you call on Friday, you have missed the window. Call on Thursday or earlier.
Not documenting the support agent's name and call time
If a charge appears after cancellation and Truvision denies receiving your request, you need proof. Write down the agent's name, the date, the time, and (if possible) the call duration immediately after you hang up.
What happens after your cancellation processes
Once Truvision confirms your cancellation, your account enters a wind-down phase with specific timelines and follow-up actions you should take.
Immediately after cancellation (days 1-2)
Check your email for Truvision's written cancellation confirmation. If you do not receive one within 24 hours of your phone call, send a follow-up email to [email protected] referencing your call and confirmation number.
Before your next scheduled order date (days 3-5)
Log into your Truvision account online and verify that your subscription status shows "Cancelled" or "Inactive." If it still shows "Active," call support again immediately and request an explanation.
After your next order date passes (days 6-10)
Check your bank or credit card statement to confirm no charge has posted. If a charge appears, note the date and amount, then contact Truvision by phone with your cancellation confirmation number.
If a charge appears after cancellation
Do not wait. Call Truvision immediately at 1-855-213-8788 and state: "I cancelled on [date], received confirmation number [number], and was charged on [date]. Please reverse this charge immediately." Request a credit memo or refund to your original payment method. If Truvision refuses within 5 business days, contact your bank and dispute the charge as unauthorized.
Refund eligibility and how to claim it
Cancellation and refunds are handled separately under Canadian consumer law and Truvision's return policy.
Cooling-off period refunds (within 14 days)
If you cancel within your province's statutory cooling-off period (typically 14 days from the order date), you are entitled to a full refund of unopened, undelivered products. Contact Truvision support and request a return authorization. Yafee recommends retaining proof of purchase (order confirmation email) and the order date to establish your cooling-off eligibility.
Standard refund policy (after 14 days)
After the cooling-off period, Truvision's refund policy determines your eligibility. Most dietary supplements and weight-loss products have a 30-day return window if unopened and in resalable condition. Opened products are typically not eligible for refunds. Some products carry a lifetime guarantee, but these are exceptions. Contact [email protected] or call 1-855-213-8788 to confirm your specific product's refund status.
Recurring charge refunds
If you cancelled within the two-business-day window and were still charged, Truvision should process a full refund of the erroneous charge within 7 to 10 business days. If the company does not refund within this timeframe, escalate to your provincial consumer authority.
Comparison of cancellation methods at a glance
Your choice of cancellation method affects speed, documentation, and your legal protection if a dispute arises.
| Method | Speed (business days) | Proof of cancellation | Recommended? |
|---|---|---|---|
| Phone: 1-855-213-TRUV | Same day | Confirmation number + agent name | Yes, primary method |
| Email: [email protected] | 1-3 days | Email thread + reply | Yes, use as backup after phone |
| Online account portal (if available) | Instant | Screenshot of "Cancelled" status | Use only if phone/email unavailable |
| Third-party cancellation service | 1-2 days | Service confirmation + Truvision email | Acceptable if you prefer delegated handling |
| Registered mail to corporate address | 5-10 days | Signed receipt + courier tracking | Use only if other methods fail or for legal escalation |
The phone method is fastest and creates an immediate record. Yafee advises that you combine phone with email to create redundant documentation.
Escalation: what to do if Truvision refuses to cancel
If Truvision ignores your cancellation request or continues to charge you after you have documented cancellation, you have legal remedies under Canadian consumer protection law.
Step 1: send a formal demand letter
Before escalating to a government agency, send Truvision a registered letter demanding cancellation and refund. Include copies of all previous cancellation requests (emails, call dates, confirmation numbers). Truvision has 15 business days to respond. Send this letter to their corporate office (address below).
Step 2: file a complaint with your provincial consumer protection authority
If Truvision does not respond within 15 business days, file a formal complaint with your provincial consumer authority. These agencies investigate unauthorized recurring charges and have authority to order refunds and penalties. Yafee recommends providing all documentation of your cancellation attempts.
| Province | Authority | Contact method |
|---|---|---|
| Ontario | Ministry of Public and Business Services | [email protected] |
| British Columbia | Office of the Registrar of Mortgage Brokers (Consumer Complaints) | [email protected] |
| Alberta | Fair Trading Act Office | [email protected] |
| Quebec | Office of the Protecteur du Consommateur | [email protected] |
| Manitoba | Consumer Protection Office | [email protected] |
Step 3: dispute the charge with your bank
If Truvision continues to charge you after cancellation, contact your bank or credit card issuer and request a chargeback or dispute. Your bank can freeze the merchant account and force a refund if your documentation is clear. Provide copies of your cancellation request emails and confirmation numbers.
Step 4: pursue small claims court (if applicable)
For disputes under CAD $25,000 (the limit varies by province), you can file in small claims court without hiring a lawyer. If you have documented cancellation requests and unauthorized charges, your case is strong. Yafee recommends consulting a legal aid clinic if you cannot afford representation.
Your Truvision cancellation checklist
Use this checklist to ensure you complete every step correctly and protect yourself from future charges.
- [ ] Locate your next scheduled order date (from account or past email)
- [ ] Gather account number, email address, and phone number
- [ ] Call 1-855-213-TRUV at least two business days before next order (write down agent name and time)
- [ ] Obtain and write down cancellation confirmation number
- [ ] Request written confirmation email from [email protected]
- [ ] Send follow-up email to [email protected] with cancellation details
- [ ] Log into account online to verify "Cancelled" status within 24 hours
- [ ] Check bank/credit card statement 5 business days after next scheduled order date
- [ ] Save all emails, confirmation numbers, and call notes for 6 months
- [ ] If charged after cancellation, dispute with bank within 60 days
Final steps and when to seek legal advice
You have now learned how to cancel Truvision effectively and understand your legal rights if the company resists. In most cases, a phone call followed by a confirmation email resolves your cancellation within 24 hours. However, if Truvision continues to charge you despite documented cancellation requests, your next step is escalation to your provincial consumer authority or a chargeback through your bank. Yafee has helped thousands of Canadian consumers cancel unwanted subscriptions and recover unauthorized charges. If you face resistance, document everything and do not hesitate to file a formal complaint. Your provincial consumer protection law is on your side.
Truvision corporate address (for registered mail escalation)
If you need to send a formal demand letter or legal notice, contact Truvision's corporate office. This address is used for formal escalation only; for standard cancellations, always use phone (1-855-213-8788) or email ([email protected]) first. If you cannot locate a current corporate address, contact your provincial consumer authority for the registered agent's address.
Yafee recommends acting within 48 hours of reading this guide. The sooner you cancel, the sooner your recurring charges stop. If you encounter obstacles or Truvision refuses to cancel, return to this guide and follow the escalation steps. Yafee is here to help you understand your rights, and your provincial consumer protection authority is ready to enforce them if you need backup. Cancel today, protect your wallet tomorrow.
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