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Frequently asked questions
Cancel Reframe: The Right Way to Take Control
How to cancel your Reframe subscription and regain control of your sobriety journey
Understanding Reframe and your right to cancel
Reframe is a digital health application designed to help people across the United Kingdom reduce alcohol consumption or achieve complete sobriety. The platform delivers evidence-based cognitive behavioural therapy techniques, daily educational content, personalised tracking, and community support to help you rewire your relationship with alcohol.
You have an absolute legal right to cancel your Reframe subscription at any time. Under the Consumer Rights Act 2015, which governs digital services in the UK, you retain full control over paid subscriptions. Since Reframe operates on an automatic renewal model, you must actively cancel to stop future charges. This guide walks you through exactly how to do that, what to expect, and how to protect yourself if Reframe fails to honour your cancellation.
Why people cancel Reframe
Users cancel Reframe for reasons that are entirely valid and deserve no judgment. Some discover the app's teaching style doesn't align with their recovery approach. Others successfully achieve their sobriety goals and no longer need the structured support. Financial hardship, switching to in-person therapy, or finding an alternative app that better suits your needs are all legitimate reasons to step away.
At Yafee, we understand that cancelling a health or wellness subscription often involves honest reflection about your own progress. This is completely normal. Your subscription is a service you purchased, and you retain absolute authority over whether to continue paying for it.
Why you must cancel promptly
Every renewal date triggers an automatic charge. The longer you delay cancellation, the more unnecessary payments accumulate in your account. Many people postpone, intending to cancel later, then discover weeks later that they have been charged again without warning.
Yafee recommends acting immediately once you have decided to cancel. Prompt action protects your bank balance, makes it easier to track your billing cycle, and ensures you capture any refund window if one applies to your plan tier.
Reframe pricing and subscription tiers
Reframe offers three distinct subscription plans, each with different costs, commitment periods, and refund eligibility once you decide to cancel.
| Plan type | Monthly cost | Total upfront cost | Renewal cycle | Cancellation flexibility |
|---|---|---|---|---|
| Monthly | £13.99 | £13.99 | Every 30 days | Most flexible - cancel anytime |
| Annual | £5.83 per month | £69.99 upfront | Once per year | Refund eligibility varies by circumstance |
| Lifetime | One payment only | £149.99 one-time | Never renews | Non-refundable - no cancellation needed |
Monthly plan flexibility
The monthly subscription charges £13.99 every 30 days and offers the greatest cancellation flexibility. You commit for only one billing cycle at a time, making this ideal if you are testing whether Reframe suits your recovery needs. When you cancel a monthly plan, your access typically continues until your current billing period ends, after which automatic renewal stops. You will not be charged further once that period expires.
Annual plan and refund considerations
The annual plan requires £69.99 paid upfront and renews once per year. This works out to £5.83 per month if you use the service for the full 12 months. However, if you cancel before 12 months have elapsed, your refund eligibility depends on when you cancel and Reframe's refund policy. Some providers offer pro-rata refunds for unused time. Others do not. You must check Reframe's specific refund terms before committing to the annual plan.
Lifetime plan (non-cancellable)
The lifetime plan is a one-time payment of £149.99 with no automatic renewal. Because there are no future charges, you do not need to cancel this plan. However, you should be aware that lifetime plans are typically non-refundable. If you purchase this plan and later wish you had not, your options for recovering funds may be limited.
Your consumer rights and legal position
Your legal position when cancelling Reframe is grounded in the Consumer Rights Act 2015, which applies to all digital services sold to UK consumers.
Your legal position
Under the Consumer Rights Act 2015, you have the right to cancel a distance contract (including digital subscriptions) within 14 calendar days of purchase without giving any reason. This is known as the statutory cancellation period or "cooling-off period". If Reframe fails to provide clear information about this right before you purchase, your cancellation window may extend beyond 14 days. Furthermore, once the 14-day period expires, you may still cancel at any time, but Reframe may impose reasonable early termination fees or apply its own cancellation terms. In all cases, Reframe must process your cancellation promptly and stop charging you once that cancellation takes effect.
Automatic renewal transparency requirements
The Consumer Rights Act 2015 places strict requirements on companies using automatic renewal. Reframe must obtain your explicit, informed consent before charging you on a recurring basis. The company must clearly state the cost, frequency, and duration of the subscription before you pay. Upon cancellation, Reframe must confirm the cancellation in writing and cease all charges immediately.
If Reframe fails to meet these requirements, you may have grounds to dispute charges and claim refunds. If the company refuses to honour your cancellation or continues charging after you have cancelled, you can escalate your complaint to the Financial Conduct Authority (FCA) or the Citizens Advice Consumer Service.
How to cancel your Reframe subscription
Reframe allows you to cancel through your account dashboard on the mobile app or web platform. Follow these precise steps to ensure your cancellation is recorded and processed.
Step one: log into your Reframe account
- Open the Reframe app on your mobile device or visit the Reframe website in your web browser.
- Enter your login email address and password.
- If you use two-factor authentication, complete that verification step.
- Confirm you have successfully accessed your account dashboard.
Step two: navigate to your subscription settings
- Look for your account or profile menu, typically located in the top right corner (web) or bottom navigation bar (mobile app).
- Select "Account" or "Settings".
- Scroll down to locate "Subscription" or "Billing".
- Tap or click on that option.
Step three: select the cancel subscription option
- You will see your current subscription plan displayed with your renewal date and next charge amount.
- Look for a button or link labelled "Cancel subscription", "Cancel plan", or "Manage subscription".
- Click or tap that button.
- Reframe will then display a cancellation confirmation page.
Step four: complete the cancellation process
- Read the cancellation confirmation carefully to confirm your plan is being cancelled.
- You may be asked to provide a reason for cancellation. This is optional feedback and does not affect your cancellation.
- If Reframe offers a discount or incentive to keep you, you are under no obligation to accept it. You may proceed with cancellation.
- Select "Confirm cancellation" or the equivalent button.
- Reframe will display a final confirmation message and send a cancellation confirmation email to your registered email address.
Step five: verify your cancellation in writing
- Check your email inbox for Reframe's cancellation confirmation email within 24 hours.
- This email should state your cancellation date, your final billing date, and the date your access will end.
- Save or print this email for your records.
- If you do not receive a confirmation email within 24 hours, log back into your account and verify that your subscription status has changed to "Cancelled".
What happens after you cancel
Understanding the timeline after cancellation helps you manage your access and verify that charges have truly stopped.
Immediate cancellation effects
Once you confirm your cancellation, Reframe will stop attempting to charge you at the next renewal date. Your access to the app and all its features continues until the end of your current billing period. For example, if you are on a monthly plan and you cancel on 15 March, you will retain full access until 14 April (the end of that month's billing cycle). On 15 April, your access will be revoked and you will no longer be able to log in.
Verifying cancellation
After cancellation, log into your Reframe account periodically to confirm your subscription status shows as "Cancelled" or "Inactive". Check your bank statement or credit card account on your next renewal date to confirm Reframe has not charged you. This verification step protects you and creates evidence if a dispute later arises.
Accessing your data
Before your access expires, download any personal data, progress reports, or records you wish to keep. Once your account access ends, you may lose the ability to retrieve this information. Yafee recommends exporting your data at least one week before your cancellation takes effect.
Refunds and your right to a refund
Your refund eligibility depends on your plan type, how long you have been subscribed, and when you cancel relative to the statutory cooling-off period.
Refunds within 14 days of purchase
If you cancel within 14 calendar days of your initial purchase, you have an absolute right to a full refund under Consumer Rights Act 2015 Section 28. This applies regardless of how much you have used Reframe. Once you cancel, Reframe must process your refund within 14 days. You will receive your money back to your original payment method (debit card, credit card, or Apple/Google Play account).
Refunds after 14 days
Once the 14-day cooling-off period expires, your refund eligibility is determined by Reframe's cancellation policy. If you are on a monthly plan, no refund applies. You have already been charged for the current month and you retain access until that month expires. If you are on an annual plan, Reframe may offer a pro-rata refund for unused months, or it may refuse refunds entirely. You must check Reframe's published cancellation policy on its website or terms of service to understand what applies to your plan.
Lifetime plan refunds
Lifetime plans are typically non-refundable. Once purchased, the £149.99 one-time fee is usually final. If you believe Reframe misled you or failed to provide required pre-purchase information, you may have grounds to dispute the charge with your payment provider or the FCA, but a standard refund request will likely be refused.
Common mistakes to avoid when cancelling
Cancelling a subscription should be straightforward, but several common errors can trap you into continued charges. Recognise these pitfalls and sidestep them.
Mistake one: confusing app deletion with account cancellation
Deleting the Reframe app from your phone does not cancel your subscription. Your account remains active and Reframe will continue to charge you on renewal day. You must cancel through your account settings as outlined in this guide. Only then will the charges stop.
Mistake two: assuming you will receive a warning before the next charge
Reframe sends you a charge. It does not send a warning email the day before your renewal. If you cancel late in your billing cycle, the next charge may process before you have time to act. This is why prompt cancellation is essential.
Mistake three: cancelling without saving proof
Always retain your cancellation confirmation email and a screenshot of your account status showing "Cancelled" or "Inactive". If Reframe charges you again after cancellation, you will need this proof to dispute the charge with your bank or escalate to the FCA. Without documentation, the company can claim you never cancelled.
Mistake four: ignoring unexpected charges after cancellation
If Reframe charges you after you have cancelled, contact your bank or payment card provider immediately. Ask the provider to dispute the transaction as "unauthorised" or "service not provided". Simultaneously, email Reframe's support team with your cancellation confirmation and demand an immediate refund. At Yafee, we have helped thousands of consumers recover unauthorised charges by acting quickly and documenting every communication.
Escalation and complaints if Reframe refuses to cancel
In rare cases, Reframe may refuse to process your cancellation or may claim it never received your request. You have recourse under UK consumer law.
Step one: contact Reframe support in writing
- Email Reframe's customer support team with a clear subject line: "Cancellation Request and Complaint".
- State your account email, subscription plan, and your request to cancel effective immediately.
- Request written confirmation of cancellation within 5 working days.
- Keep a copy of this email for your records.
Step two: dispute the charge with your bank or payment provider
- If Reframe does not respond or refuses to cancel, contact your bank or credit card provider.
- Request a chargeback or dispute for "subscription cancelled but charged", "service not provided", or "no valid consent to charge".
- Provide your bank with your cancellation email, account screenshots, and your communications with Reframe support.
- Your bank will investigate and may reverse the charge within 30-60 days.
Step three: escalate to the financial conduct authority
If your bank's dispute fails or Reframe continues to charge you, file a complaint with the Financial Conduct Authority (FCA). The FCA regulates consumer credit and payment services in the UK and has the power to fine companies that breach the Consumer Rights Act 2015. You can file a complaint online at the FCA website or by post.
Step four: report to citizens advice consumer service
The Citizens Advice Consumer Service helps resolve consumer disputes at no cost. If you are struggling to get Reframe to refund or cancel, Citizens Advice can intervene on your behalf and escalate your case if needed. This is a free service available to all UK residents.
Checklist before you submit your cancellation
Use this checklist to ensure you cancel correctly and protect yourself against future charges.
| Task | Completed |
|---|---|
| Log into your Reframe account and verify your current subscription plan and renewal date | Yes / No |
| Navigate to your subscription settings and locate the "Cancel subscription" button | Yes / No |
| Submit your cancellation and receive an on-screen confirmation | Yes / No |
| Receive Reframe's cancellation confirmation email within 24 hours | Yes / No |
| Save or print the confirmation email and screenshot your account status | Yes / No |
| Verify no charge appears on your next renewal date | Yes / No |
What you need to know before you cancel
Before pressing the cancellation button, consider these practical factors to ensure you make a fully informed decision.
Your access ends immediately or at period end
Reframe's policy determines whether you lose access immediately or at the end of your current billing period. Monthly subscribers typically retain access through the current month. Annual subscribers may lose access immediately or at month end depending on Reframe's terms. Check your cancellation confirmation email to confirm when your access expires.
Lifetime plans do not require cancellation
If you purchased a lifetime plan, there are no recurring charges and therefore nothing to cancel. Your account will remain active indefinitely unless Reframe deactivates it. You can delete the app or simply stop using it. No further action is needed.
You cannot restore a cancelled account without repurchasing
Once you cancel, you cannot "pause" or "reactivate" your subscription at the original price. If you wish to use Reframe again, you must purchase a new subscription from scratch. Reframe may not offer any re-activation discount.
Your data retention after cancellation
Reframe will likely delete your account and personal data within 30 days of cancellation in accordance with UK data protection law. Download any progress reports, journals, or custom notes before cancellation takes effect if you wish to retain them for personal records.
Contacting Reframe to cancel or escalate your complaint
If you encounter problems cancelling through the app, or if Reframe refuses to process your cancellation, use the contact details below to escalate your request in writing.
Customer support contact information
Email Reframe's support team at the address provided in your account settings or on the Reframe website. Include the words "Cancellation Request" in your subject line to ensure your message is prioritised. Reframe's support team should respond within 5 working days.
Financial conduct authority complaint escalation
If Reframe fails to honour your cancellation or refuses to refund you within 14 days of purchase, file a formal complaint with the Financial Conduct Authority.
Financial Conduct Authority
12 Endeavour Square
London
E20 1JN
United Kingdom
Phone: 0800 111 6000
Website: www.fca.org.uk
Citizens advice consumer service contact
Citizens Advice Consumer Service
Website: www.citizensadvice.org.uk/consumer
Phone: 0808 223 1133 (Monday to Friday, 9am to 5pm)
Summary and key takeaways
Cancelling your Reframe subscription is your legal right under the Consumer Rights Act 2015. You must cancel actively through your account settings to stop automatic renewal charges. Monthly plans offer the greatest flexibility and allow you to retain access through your current billing cycle. Annual and lifetime plans may have restricted refund eligibility once your 14-day cooling-off period expires.
Yafee recommends cancelling as soon as you decide to stop using Reframe, saving your confirmation email, and verifying that no charge appears on your next renewal date. If Reframe refuses to cancel or continues charging after cancellation, dispute the charge with your bank and escalate to the FCA if necessary.
The process typically takes fewer than five minutes. You regain control of your spending immediately, and your access continues safely through your current billing period. Yafee has helped thousands of consumers cancel subscriptions successfully and recover unauthorised charges. If you encounter any resistance, remember that UK consumer law is firmly on your side, and enforcement bodies like the FCA exist to protect you if Reframe fails to comply.