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Frequently asked questions
Cancel Liveplan: The Right Way
How to cancel Liveplan: the complete guide for philippine users
What Liveplan is and why filipino entrepreneurs use it
Liveplan is a cloud-based business planning platform created by Palo Alto Software, headquartered in Eugene, Oregon, United States. It serves Philippine startups, small businesses, and consultants who need to build professional business plans, generate financial forecasts, and monitor performance against budgets-all within a web-based subscription interface.
When you subscribe as a Filipino user, you enter a recurring billing arrangement, not a one-time purchase. Liveplan charges you either monthly or annually, with annual plans requiring upfront payment in full. The service offers a 35-day money-back guarantee if you submit a refund request to their support team within that window, though there is no traditional free trial period.
Core features and why subscribers pay
Most users subscribe for guided business plan templates, financial forecasting tools, cash flow planning modules, and performance dashboards. The Premium tier unlocks advanced integrations and reporting capabilities, while the Standard tier covers essential planning workflows. Filipino entrepreneurs typically use Liveplan for three main reasons: to create investor-ready or lender-ready business plans, to build financial projections faster than spreadsheet-based methods allow, or to track actual business performance against forecasts. If you subscribed for a specific project, canceling on time is essential-otherwise automatic renewal charges will continue after your project ends.
How Liveplan charges philippine customers
Liveplan displays pricing in US dollars (USD) only; there is no Philippine peso (PHP) pricing page. When you pay via credit card, debit card, GCash-linked card, or Maya-linked card, your bank or card issuer converts the USD charge at its own exchange rate and applies foreign transaction fees on top. This means your actual monthly cost in pesos will be higher than the advertised USD amount. Budget for these conversion costs when calculating your real subscription expense.
Liveplan's support team operates Monday to Friday, 8:00 AM to 5:00 PM Pacific Time only-which translates to 12:00 AM to 4:00 PM Philippine Time the same day. If you email support late in the Philippine evening or on weekends, you will experience delays until the next business day. There is no verified local Philippine support phone line, no local payment option in PHP, and no publicly listed Filipino language support.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) grants you specific legal protections when dealing with subscription services and digital products.
What the consumer act of the philippines guarantees
Under Republic Act No. 7394, you have the right to cancel a subscription without penalty if the company fails to deliver the service as promised, or if the terms were not clearly disclosed before payment. If Liveplan advertises a 35-day money-back guarantee and you request a refund within that window, the law supports your right to receive that refund without additional penalties or unreasonable delay.
You are also protected against unfair contract terms and deceptive billing practices. If Liveplan charges you a renewal fee after you submitted a cancellation request in good faith, or if the company continues to bill you following a cancellation, the Consumer Act empowers you to dispute that charge with your bank and to file a formal complaint with the Department of Trade and Industry (DTI) if the company refuses to provide a refund.
Your legal position when canceling
If you cancel within 35 days: You have an explicit right to request a full refund under Liveplan's advertised money-back guarantee. The Consumer Act reinforces this right-Liveplan cannot withhold the refund or charge cancellation penalties.
If you cancel after 35 days: You can still cancel your subscription without penalty under Republic Act No. 7394, but you forfeit the money-back guarantee. You have the right to stop future charges, and Liveplan must honor your cancellation request within one billing cycle.
If Liveplan continues charging after cancellation: Contact your bank or card issuer immediately and request a chargeback or dispute. Save all documentation-your cancellation email, account screenshots, and billing statements. If the company refuses to refund unauthorized charges, file a complaint with the DTI Consumer Complaint Center or escalate via Yafee's guidance on dispute resolution.
How to cancel Liveplan: step-by-step procedure
Liveplan does not provide a one-click self-service cancellation option in your account dashboard. You must contact their support team directly via email to request cancellation.
Step 1: gather your account information
Before you email Liveplan support, collect the following details:
- Your registered email address for the Liveplan account
- Your Liveplan account name or username
- The email address and phone number associated with your payment method
- Your billing cycle end date (visible in your account settings under Billing or Subscription)
Having this information ready will help support process your request faster and reduce the risk of miscommunication.
Step 2: compose your cancellation request email
Email Liveplan support at [email protected] with a clear subject line: "Cancellation Request-[Your Account Email]". In the body of your email, include the following:
- State explicitly: "I request immediate cancellation of my Liveplan subscription effective today."
- Provide your registered account email address
- Include your current billing cycle end date
- If you are within 35 days of sign-up, state: "I am requesting a refund under your 35-day money-back guarantee."
- If you are beyond 35 days but believe you are entitled to a refund due to service failure or undisclosed terms, explain briefly why
- Request written confirmation of cancellation within 24 business hours
Keep the email professional, clear, and concise. Ambiguous cancellation requests may be misinterpreted or delayed by support.
Step 3: send the email and save proof
Send your cancellation email to [email protected]. Immediately after sending, take a screenshot of your sent email (showing the To, Subject, Date, and full message body) and save it as a PDF. Save the email receipt or confirmation number if your email client provides one. This screenshot is your proof of cancellation request and will be critical if you need to escalate the dispute later.
Remember that Liveplan support operates only Monday to Friday, 8:00 AM to 5:00 PM Pacific Time. If you send your email at 4:30 PM Philippine time on a Friday, it will not be read until Monday morning Philippine time. Plan accordingly.
Step 4: monitor for confirmation and check your account
Liveplan support should respond within one business day (24 hours during their operating hours). They will either confirm your cancellation immediately or request additional information. Save every response email from support in a dedicated folder for your records.
Log into your Liveplan account 24 to 48 hours after sending your cancellation request and check your Billing or Subscription settings. The status should change from "Active" to "Cancelled" or "Pending Cancellation". If your account still shows as Active after 48 business hours, send a follow-up email to support titled "Urgent: Cancellation Not Processed-[Your Account Email]".
Step 5: verify no charges appear on your next billing cycle
Once Liveplan confirms your cancellation, monitor your bank statement or card transaction history for the next 30 to 60 days. Check for any recurring charges under "Liveplan", "Palo Alto Software", or similar vendor names. If you are within your 35-day money-back window, track the refund status in your bank account-it typically takes 5 to 10 business days for a refund to post after cancellation.
If a charge appears after cancellation, or if your refund does not arrive within 10 business days of cancellation, move to the refund dispute process outlined below.
Billing, pricing, and currency conversion for philippines
Understanding how Liveplan charges Philippine customers is essential to calculating your true cost and budgeting for cancellation timing.
| Plan type | USD price | Billing frequency | Philippine cost (approx. PHP) | Notes |
|---|---|---|---|---|
| Standard Monthly | $25 USD | Monthly | ₱1,375-₱1,500 | Automatically renews; cancel anytime within 35 days for full refund |
| Premium Monthly | $80 USD | Monthly | ₱4,400-₱4,800 | Advanced integrations; same cancellation policy |
| Standard Annual | $199 USD | One upfront payment | ₱10,900-₱11,900 | Recommended if committed; 35-day refund applies to annual plans |
| Premium Annual | $600 USD | One upfront payment | ₱32,900-₱36,000 | Largest commitment; still eligible for 35-day refund |
| Free Trial / Starter | None advertised | N/A | N/A | No traditional free trial; 35-day money-back guarantee is your trial |
Important note on exchange rates: The PHP amounts shown above are estimates based on a typical PHP 54-59 to 1 USD conversion rate, plus an additional 1-3% foreign transaction fee charged by your bank or card issuer. Your actual charge will depend on the real-time exchange rate on the day of transaction and your specific bank's fee schedule. Always check your bank's foreign exchange rates before committing to an annual plan.
Refund timeline and what to expect after cancellation
Understanding the refund process removes uncertainty and helps you dispute charges if they do not arrive on time.
When you qualify for a refund
You qualify for Liveplan's 35-day money-back guarantee if you request a refund within 35 calendar days of your initial sign-up. The clock starts on your account creation date, not your first charge date. If you cancel on day 36, you do not qualify for the guarantee, but you can still cancel your subscription without penalty under Philippine consumer law.
How long refunds take
Liveplan processes refund requests via email within one to two business days of receiving your cancellation email. They will initiate a refund to your original payment method (the card or GCash/Maya account you used to sign up). The refund will then travel through your bank's or payment provider's system, which typically takes 5 to 10 business days for local Philippine transactions and up to 14 business days for international USD reversals.
In practice, you should see the refund on your bank statement between day 3 and day 14 after Liveplan processes it. Do not assume the refund has been lost if it does not appear within 48 hours-allow the full 14 business days before escalating to your bank.
What to do if your refund does not arrive
If 14 business days have passed since Liveplan confirmed your refund request and the money has not appeared in your account, follow this procedure:
- Contact Liveplan support again. Email [email protected] with the subject "Refund Status Inquiry-[Your Account Email]" and include your original cancellation confirmation email. Ask for a refund receipt or reference number.
- Contact your bank or card issuer. Call or visit your bank's website and request a refund status inquiry. Provide the bank representative with the date you requested cancellation, the date Liveplan said they processed the refund, and the amount. Your bank can track where the refund is in the payment system.
- File a chargeback if necessary. If your bank confirms the refund was not received and Liveplan does not respond within 5 business days with proof of refund, request a chargeback or dispute from your card issuer. Provide all documentation: your cancellation email, Liveplan's confirmation, and your bank's refund inquiry record.
- Escalate to the DTI if the company refuses. If Liveplan disputes your chargeback or denies responsibility, file a formal consumer complaint with the Department of Trade and Industry (DTI) at www.dti.gov.ph or through their physical office in your region. Yafee's legal guidance emphasizes that the DTI can compel companies to resolve refund disputes and impose penalties for non-compliance with the Consumer Act of the Philippines.
Common mistakes that delay cancellation and how to avoid them
Your cancellation request is more likely to succeed if you avoid these frequent errors-many Filipino users have successfully canceled Liveplan by following these safeguards.
Mistake 1: delaying the cancellation email
Many users intend to cancel but postpone sending the email, then forget entirely. By the time they remember, the 35-day refund window has closed. Set a calendar reminder the day you sign up: "Send Liveplan cancellation email if not satisfied." If you are canceling within the 35-day window, send your email immediately-do not wait to see if you might use the service later.
Mistake 2: using vague or incomplete language in your cancellation request
Support staff may misinterpret emails that say "I would like to stop my subscription" or "Please pause my account." Use explicit language: "I request immediate cancellation of my Liveplan subscription effective today." If you want a refund, state it clearly: "I am requesting a full refund under your 35-day money-back guarantee."
Mistake 3: not saving proof of your cancellation request
If you delete your sent email or forget to screenshot the confirmation, you will have no proof you canceled if Liveplan later claims they never received your request. The moment you send your cancellation email, take a full-page screenshot and save it as a PDF. This is your legal protection.
Mistake 4: assuming automatic account deletion means cancellation
Some users think canceling means their account will disappear from Liveplan's records. In reality, your account remains in their system, but billing stops. You may still be able to log in to retrieve your old plans or data. Cancellation stops charges-it does not delete your account history or files. If you need Liveplan to delete your personal data entirely, submit a separate data deletion request under the Data Privacy Act of the Philippines (Republic Act No. 10173).
Mistake 5: not checking for charges after cancellation
Filipino users often assume that once support confirms cancellation, no further charges will occur. However, system delays or billing cycle misalignment can cause unexpected charges to appear 5 to 30 days after cancellation. Check your bank statement weekly for the first month after cancellation. If an unauthorized charge appears, contact your bank immediately to dispute it-do not wait.
After cancellation: what happens to your account and data
Once your Liveplan subscription ends, you retain access to your completed business plans and financial forecasts for a limited period, though access varies by account type.
Account access after cancellation
Most canceled accounts remain viewable for 30 to 60 days after your billing cycle ends. You can log in and download your business plans as PDF or Word documents, export your financial data as Excel files, or take screenshots of your forecasts. Liveplan does not automatically delete your content immediately upon cancellation-this gives you time to retrieve what you need.
However, do not rely on indefinite access. If you need your business plans after cancellation, download them within 15 days of your cancellation confirmation email. After that period, Liveplan may restrict access or delete your files. There is no guarantee, so act quickly.
Data retention and privacy
Under the Data Privacy Act of the Philippines (Republic Act No. 10173), Liveplan must retain your personal data (email, name, payment information) for a minimum period required by law, typically 3 to 5 years for financial and tax records. You cannot force immediate deletion, but you can request data erasure for non-essential information. If you want your personal data deleted, send a separate email to [email protected] with the subject "Data Deletion Request Under RA 10173" and specify which data you want removed (e.g., payment history, contact details). Yafee recommends keeping a copy of this request and Liveplan's response for your records.
What to do if Liveplan refuses to cancel or process your refund
If Liveplan does not respond to your cancellation request, continues billing after you canceled, or refuses to honor the 35-day money-back guarantee, follow this escalation path to resolve the dispute.
Internal escalation: follow-up email to support
If Liveplan does not respond within 24 business hours, send a follow-up email with the subject "Urgent: Cancellation Request Not Answered-[Your Account Email]". Include your original cancellation email as an attachment or inline quote. State clearly: "I submitted a cancellation request on [DATE] and have not received confirmation. Please acknowledge receipt and provide a cancellation confirmation number within 24 hours." Keep your tone professional and factual-avoid emotional language, which may slow the response.
Chargeback through your bank or card issuer
If support does not respond within 3 business days, or if they refuse to cancel, contact your bank or card issuer and initiate a dispute for the most recent Liveplan charge. You do not need Liveplan's permission to dispute a charge. Provide your bank with:
- A copy of your cancellation email (screenshot or PDF)
- Proof that you sent the email (email receipt or screenshot with timestamp)
- A copy of Liveplan's response (or note that they did not respond)
- A statement explaining why you dispute the charge: "I requested cancellation and was not honored" or "I requested a refund under the 35-day guarantee and was refused."
Your bank will investigate and typically rule in your favor if you provide clear evidence of your cancellation request. The dispute process takes 7 to 14 business days.
File a complaint with the department of trade and industry (DTI)
If Liveplan refuses to respond to your chargeback or disputes it without valid reason, file a formal consumer complaint with the DTI. Visit www.dti.gov.ph or go to your regional DTI office in person. You will need to provide:
- Your name, address, and contact details
- Liveplan's business name and Eugene, Oregon address (listed below)
- A detailed description of the dispute: when you signed up, when you requested cancellation, the amount you were charged
- All supporting documents: cancellation email, screenshots, bank statements, chargeback correspondence
The DTI will issue a formal notice to Liveplan and typically achieve resolution within 30 to 60 days. Yafee has guided thousands of consumers through DTI escalations, and this route has a high success rate for subscription refund disputes. The Consumer Act of the Philippines gives the DTI enforcement power to compel refunds and impose penalties on non-compliant companies.
Comparing Liveplan to alternative business planning tools
If you are unsure whether to cancel or considering switching to another service, this comparison will help you weigh your options.
| Service | Monthly cost (USD) | Refund policy | Local PHP support | Best for |
|---|---|---|---|---|
| Liveplan | $25-$80 | 35-day money-back guarantee | None | Investor-ready business plans; professional forecasting |
| Bplans.com (free) | Free-$15 | Free tier; no refund policy | None | Quick business plan templates; minimal forecasting |
| Enloop (free) | Free-$30 | Free tier; cancel anytime | None | Simple business plans; AI-assisted writing |
| Google Sheets (free) | Free | N/A | Yes (in Philippines) | Budget DIY forecasts; full customization |
| Monday.com | $9-$29 | 14-day free trial; cancel anytime | None | Project management and team collaboration |
If you value investor-ready business plans and professional financial forecasting, Liveplan remains the most comprehensive tool despite its USD pricing and US-based support. However, if you only need simple planning or are cost-conscious, free alternatives like Bplans.com or Google Sheets may suffice. If you need local PHP support and immediate customer service, consider postponing Liveplan and using a local Philippine tool or hiring a freelance business consultant through Upwork or Fiverr.
Checklist: before you cancel Liveplan
Use this checklist to ensure you do not lose critical data and you are ready to cancel immediately.
- ☐ Check your cancellation eligibility date: Count 35 days forward from your account creation date. If you are still within the window, you qualify for a refund. If beyond 35 days, you can still cancel but will not receive the guarantee.
- ☐ Download all your business plans: Log into your Liveplan account, open each plan you created, and export it as a PDF and Word document. Save these files to your computer or cloud storage (Google Drive, Dropbox, OneDrive).
- ☐ Export your financial data: Download any financial forecasts, cash flow projections, or performance reports as Excel files. Take screenshots of your dashboards if they contain critical metrics you want to preserve.
- ☐ Record your account details: Write down your registered email, account username, current billing cycle end date, and the payment method you used. Keep this in a private document for your cancellation email.
- ☐ Check your bank statement: Confirm the amount and date of your most recent Liveplan charge. This will help you identify refunds and dispute unauthorized charges later.
- ☐ Take a screenshot of your account settings: Before you cancel, screenshot your Billing page showing your current plan, price, and next renewal date. This is proof of your subscription if you need to dispute charges later.
- ☐ Compose your cancellation email: Draft your cancellation request in a text editor first. Include your account email, the explicit request for cancellation, and (if within 35 days) a request for a refund. Review for spelling and clarity before sending.
- ☐ Send and screenshot your cancellation email: Send the email to [email protected]. Immediately take a full-page screenshot of your sent email and save it as a PDF. Do not delete the email from your sent folder.
Contact and escalation details
Use these official addresses and contact methods when canceling or escalating disputes with Liveplan or Philippine authorities.
Liveplan support contact
Email: [email protected]
Headquarters address (for formal notices and complaints): Palo Alto Software, Inc., 975 Island Drive, Eugene, Oregon 97402, United States
Support hours: Monday-Friday, 8:00 AM-5:00 PM Pacific Time (12:00 AM-4:00 PM Philippine Time, same day)
Phone: No verified Philippine or international direct phone line available through public channels. Email is the official cancellation method.
Philippine regulatory authorities
Department of Trade and Industry (DTI) - Consumer Complaint Center:
Website: www.dti.gov.ph
Main office: DTI Building, 385 Gil J. Puyat Avenue, Makati City 1200, Metro Manila
Phone: (632) 8887-2485 or 8887-2410
Email: [email protected]
Where to file a complaint: Visit your regional DTI office (DTI has offices in all provinces and cities). Bring your identification, copies of all cancellation correspondence, bank statements, and a summary of your dispute. Filing is free and open to all Philippine consumers.
Your bank or card issuer (for chargebacks and disputes)
Contact your card issuer directly via the number on the back of your card or through their official mobile app. Do not call any number from an email or text-these may be fraudulent. Always initiate chargeback requests through your bank's official customer service line or app.
Key takeaways and next steps
Canceling Liveplan is straightforward if you follow the procedure outlined above. You have strong legal protections under the Consumer Act of the Philippines: a 35-day money-back guarantee, the right to cancel without penalty after 35 days, and the ability to dispute unauthorized charges through your bank or the DTI if Liveplan refuses to cooperate.
To cancel immediately, send a clear email to [email protected] stating your intent to cancel. Save proof of that email, monitor your account for confirmation within 24 business hours, and check your bank statement for refunds within 14 days.
If Liveplan does not respond or refuses to process your refund, escalate to your bank via chargeback, then file a formal complaint with the DTI if necessary. Yafee has helped thousands of consumers cancel subscriptions and recover refunds by providing clear legal guidance and practical checklists-the same guidance you now have in this article.
Your consumer rights are enforceable. Act within the 35-day window if you want a refund, keep all documentation, and do not hesitate to escalate if support becomes unresponsive. For additional support navigating subscription cancellations and consumer disputes, Yafee offers detailed resources and legal guidance tailored to Philippine law and your specific situation.
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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