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Frequently asked questions
Cancel Liven: The Right Way to Protect Your Rights
How to cancel Liven in new zealand and protect your rights
Understanding Liven and your subscription
Liven is a subscription-based wellness application designed to support your emotional growth, daily habit formation and personal wellbeing through structured lessons, interactive activities and progress tracking. You access it via their website at theliven.com or through major app stores (Apple App Store and Google Play), and the service charges you on a recurring monthly or annual cycle. At Yafee, we understand that wellness subscriptions don't always align with your life circumstances, and cancelling should be a straightforward process.
Whether you've found the program doesn't match your expectations, you've achieved your goals, or you're simply reducing your subscription expenses, your right to cancel is protected under New Zealand law. Yafee is here to guide you through each step with clarity and confidence, ensuring you cancel effectively and document your cancellation for your records.
Why people cancel Liven
Your reasons for cancelling are personal and valid. You might cancel because the content doesn't resonate with your needs, you've completed the program modules, the monthly cost no longer fits your budget, or you prefer another wellbeing platform. Whatever your situation, understanding your rights and following the correct cancellation procedure protects you from unexpected future charges. Yafee has assisted thousands of New Zealand consumers through subscription cancellations, and we're committed to making sure you cancel where it actually counts.
Why the cancellation method matters
The platform through which you subscribed determines exactly how you cancel. If you signed up directly on theliven.com, you cancel through your website account. If you subscribed via Apple App Store, you cancel through Apple's subscription settings. If you used Google Play, you cancel through Google's billing portal. Cancelling in the wrong location often leaves your subscription active and billing continues. Yafee ensures you understand which method applies to you before you start.
Cancelling a Liven website subscription
Follow this procedure if you subscribed directly at theliven.com and your payment method is linked to Liven's own billing system.
- Open your web browser and navigate to theliven.com
- Sign in to your Liven account using your registered email address and password
- Locate and click your Profile or account icon, typically displayed in the top menu bar or account dropdown
- Select Settings or Account Settings from the menu options
- Find the section labelled Membership, Billing or Subscription
- Locate the button or toggle to cancel or disable auto-renewal
- The exact wording varies and may read "Cancel subscription", "Disable auto-renewal", "Turn off recurring billing" or "Manage subscription"
- Read any on-screen warnings or confirmation text carefully before proceeding
- Click Confirm, Yes or Cancel Subscription when prompted
- Look for a success message on screen and check your email inbox for a cancellation confirmation
- Take a screenshot of the confirmation page and save any confirmation email as evidence of your cancellation
If you cannot locate the Membership section: Contact Liven support directly at [email protected]. Include your account email address and request step-by-step guidance to cancel your subscription. Provide your full name and the email associated with your account so they can locate your subscription record quickly.
Critical warning: Do not assume your cancellation is complete until you see an on-screen confirmation message or receive a confirmation email from Liven. Many users mistake viewing a settings page for actually cancelling their subscription, only to discover charges continuing on their bank statement weeks later.
Cancelling an apple app store subscription
Follow this procedure if you subscribed to Liven through your iPhone, iPad or Mac via the Apple App Store, and Apple processes your payment.
- On your Apple device, open the Settings app
- Tap your name or Apple ID at the top of the screen
- Select Subscriptions from the menu options
- Find and tap Liven in the list of active subscriptions
- Tap Cancel Subscription or Turn Off Auto-Renewal
- Follow the on-screen prompts to confirm your cancellation
- Apple often offers a discounted re-subscription option; you can decline this
- You remain entitled to use Liven until your current billing cycle ends
- Look for a confirmation message on screen stating your cancellation is complete
- Take a screenshot of the confirmation for your records
Access Apple Subscriptions on older iOS versions: If your device runs an older version of iOS, open the App Store, tap your profile icon at the bottom right, select "Account", then "Subscriptions".
Your access continues until renewal date: Once you cancel, Apple does not charge you at the next renewal. You retain full access to Liven's content and features until your current subscription period expires.
Cancelling a google play subscription
Follow this procedure if you subscribed to Liven through an Android device via Google Play, and Google processes your payment.
- Open the Google Play Store app on your Android device
- Tap your profile icon in the top right corner
- Select Manage my subscriptions or Payments and subscriptions
- Tap Subscriptions
- Find and tap Liven in your list of active subscriptions
- Tap Cancel subscription or Turn off auto-renewal
- Read any on-screen information about your cancellation and confirm your choice
- Look for a confirmation message stating your cancellation is effective
- Take a screenshot of the confirmation page and save it with your records
Your billing cycle continues: Google does not pro-rate refunds when you cancel mid-cycle. You retain access to Liven until your current subscription period ends, after which no further charges occur.
Your consumer rights and legal protections
Your right to cancel your Liven subscription is protected by New Zealand law, specifically the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These laws ensure that subscription services operate transparently and that you can withdraw from a contract without unreasonable barriers.
Your legal position under new zealand law
Under the Consumer Guarantees Act 1993, Liven must supply their service to you with reasonable care and skill, and they must not use misleading or deceptive conduct in relation to billing or cancellation. The Fair Trading Act 1986 prohibits them from making false or misleading claims about their service or making it unnecessarily difficult for you to cancel.
In practice, this means Liven cannot hide the cancellation process in obscure settings, cannot charge you after you've cancelled, and cannot refuse cancellation because you claim an unsatisfactory reason. If Liven continues billing you after you've validly cancelled, or makes cancellation unreasonably difficult, you have grounds to report them to the Commerce Commission, New Zealand's consumer protection regulator.
What to do if Liven refuses to honour your cancellation
If you cancel through the correct method but Liven continues to charge you, or if Liven claims they did not receive your cancellation, follow this escalation procedure.
- Send a formal written email to [email protected] stating:
- Your full name and account email address
- The exact date you attempted to cancel
- The method you used (website, Apple App Store or Google Play)
- A description of the cancellation steps you took
- A screenshot of your cancellation confirmation, if you have one
- Your request for written confirmation that your subscription is now cancelled
- A request for a refund of any charges incurred after your cancellation date
- Keep copies of all correspondence with Liven
- If Liven does not respond within 10 working days, or refuses your request, lodge a complaint with the Commerce Commission at www.comcom.govt.nz or call 0800 943 600
- Provide the Commerce Commission with copies of your cancellation evidence, your email to Liven, and any unwanted charges on your bank statement
The Commerce Commission investigates breaches of the Fair Trading Act 1986 and can require Liven to refund charges and cease misleading conduct. You do not need to pay a fee to lodge a complaint.
Liven pricing and subscription options
Understanding the cost of your Liven subscription helps you evaluate whether cancelling is the right decision and informs your claim if you're seeking a refund.
| Subscription tier | Billing cycle | Cost (NZD) | Cancellation availability |
|---|---|---|---|
| Monthly plan | Monthly | $9.99 - $14.99 | Cancel anytime; access ends at renewal |
| Annual plan | Once per year | $79.99 - $119.99 | Cancel anytime; access ends at renewal |
| Free trial (if offered) | Limited period | $0.00 | Cancel before trial ends to avoid first charge |
Pricing may vary depending on which platform you subscribed through (website, Apple App Store or Google Play) because each platform imposes different fees. Your actual cost may differ from the table above. Check your bank statement or app store billing history for your exact subscription amount.
What happens after you cancel
Cancelling your Liven subscription triggers a specific sequence of events that you should understand so you're not surprised or concerned by what happens next.
Immediate access and billing after cancellation
Once you successfully cancel, your subscription moves to a "cancelled but active until renewal" status. You retain full access to Liven's lessons, activities and progress tracking until your current billing cycle ends. Liven does not charge you at the next renewal date. After your final billing cycle ends, your access to Liven is automatically suspended and you cannot log in.
Email confirmations and account records
Liven should send you a cancellation confirmation email within 24 hours of your cancellation request. This email confirms the cancellation date, your final billing date and the date your access ends. Save this email and the screenshot you took during cancellation; these serve as proof of your cancellation if you later dispute a charge or lodge a complaint with the Commerce Commission.
Refunds and how to claim them
Liven does not automatically refund unused time in your subscription. If you cancel mid-cycle and request a refund, Liven is not legally obligated to grant one unless they have agreed to this in their terms or unless you can demonstrate a failure on their part to supply the service. However, if you cancel a subscription within 14 days of purchase and you are a consumer (not a business), you may have rights under the Consumer Law (contract cancellation rules), though these do not always apply to digital subscriptions. Contact Liven at [email protected] and request a refund, explaining your reason; they may grant one as a gesture of goodwill. If they refuse and you believe they breached your consumer rights, you can escalate to the Commerce Commission.
Refund procedures and payment recovery
If you've incurred charges you believe you shouldn't have, Yafee outlines your refund options below.
Requesting a refund from Liven directly
Send an email to [email protected] with your account email, the charge date, the amount, and a brief explanation of why you believe you should receive a refund. Explain whether you cancelled before this charge appeared on your statement. Liven may refund the charge as a courtesy. Keep a copy of your email and any response from Liven.
Chargebacks through your bank
If Liven charged you after you cancelled and refuses to refund, you can dispute the charge with your bank. Contact your bank and request a chargeback (or reversal) on the Liven transaction. Your bank will investigate and may return the funds to your account. Provide your bank with a copy of your cancellation confirmation and your cancellation email as evidence.
Escalation to the commerce commission
If Liven continues to bill you despite your cancellation, or refuses your refund request, lodge a complaint with the Commerce Commission. They investigate breaches of the Fair Trading Act 1986 and can compel Liven to refund wrongful charges. You can lodge a complaint at www.comcom.govt.nz or by telephone at 0800 943 600.
Common mistakes to avoid when cancelling
Cancelling incorrectly often leaves your subscription active and charges continuing; your caution here pays off. Yafee has identified the most common errors and how to prevent them.
Mistake one: deleting the Liven app instead of cancelling the subscription
Removing the Liven app from your device does not cancel your subscription. Your account remains active and billing continues. You must cancel through your account settings (if you subscribed on their website) or through your app store subscription portal (if you subscribed via Apple App Store or Google Play). Deleting the app is not a cancellation step.
Mistake two: assuming the cancellation is complete without confirmation
Many users view their account settings, see a "Manage subscription" page and believe they've cancelled. They haven't. You must click a "Cancel" button, respond to an on-screen prompt, and see a success confirmation message. If you don't see a clear confirmation, your subscription is not cancelled. Always wait for an email confirmation from either Liven (if you subscribed on their website) or from Apple/Google (if you subscribed via app store).
Mistake three: cancelling on the wrong platform
If you subscribed via Apple App Store, cancelling on the Liven website has no effect. Your subscription is still active and Apple will charge you at renewal. Match your cancellation method to your subscription source exactly. If you're uncertain which platform processed your subscription, check your bank statement for the charge origin (Liven, Apple or Google) and cancel there.
Mistake four: not documenting your cancellation
If a dispute arises weeks later and Liven claims you never cancelled, your cancellation screenshot and confirmation email are your proof. Many users fail to take screenshots or save confirmation emails, leaving them unable to prove they cancelled. Screenshot the confirmation page immediately and save any confirmation email Liven sends.
Cancellation checklist for new zealand users
Use this checklist to ensure you've completed every step correctly and documented your cancellation thoroughly.
| Task | Status | Evidence to keep |
|---|---|---|
| Identify which platform processed your subscription (website, Apple or Google) | [ ] Complete | Bank statement or app store history showing charge origin |
| Log in to the correct cancellation platform | [ ] Complete | Screenshot of login successful |
| Navigate to Membership, Billing or Subscriptions section | [ ] Complete | Screenshot of the menu location |
| Click Cancel, Turn Off Auto-Renewal or equivalent button | [ ] Complete | Screenshot of cancellation confirmation message |
| Receive on-screen or email confirmation of cancellation | [ ] Complete | Screenshot and saved email from Liven, Apple or Google |
| Wait 48 hours and check your account shows cancelled status | [ ] Complete | Screenshot of cancelled subscription status in your account |
Contact details for Liven support and escalation
If you need to contact Liven or escalate a dispute, use the details below. Yafee recommends always communicating in writing (email) so you have a record of your correspondence.
Liven contact information
Email: [email protected]
Website: theliven.com
Registered office: Liven Limited, New Zealand
When you email Liven, include your full name, account email address, the date of your cancellation attempt, and a screenshot or description of the steps you took. Request written confirmation that your subscription is cancelled and ask for any refund you believe you're owed. Allow 10 working days for a response.
Commerce commission (escalation)
Website: www.comcom.govt.nz
Phone: 0800 943 600
When to contact: If Liven continues charging after you've cancelled, refuses your cancellation request, refuses a refund for wrongful charges, or makes cancellation unreasonably difficult.
Lodge a complaint with the Commerce Commission if Liven breaches the Fair Trading Act 1986. Provide your cancellation evidence, correspondence with Liven, and copies of unwanted charges from your bank statement.
Final steps and summary
Cancelling your Liven subscription protects you from recurring charges and ensures a clean exit from the service. Yafee has guided thousands of New Zealand consumers through subscription cancellations with confidence, and your cancellation follows the same clear procedure whether you subscribed on Liven's website or via an app store.
To summarise: identify which platform processed your subscription, cancel on that platform exactly, capture a screenshot and email confirmation, and allow 48 hours for the cancellation to reflect in your account. If Liven continues charging or refuses to cancel, escalate to the Commerce Commission. Your consumer rights are protected under New Zealand law, and you have a clear path to resolution if Liven fails to honour your cancellation.
Yafee remains here to help you navigate any stage of the cancellation process. Whether you're unsure which platform to cancel on, you've encountered a dispute with Liven, or you need clarity on your legal rights, Yafee has helped thousands of consumers cancel subscriptions across New Zealand with transparency and success. Your cancellation is your right, and you deserve clarity every step of the way.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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