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Frequently asked questions
Cancel Cerebral: The Right Way
How to cancel Cerebral in south africa: protect your rights and end your subscription
What Cerebral is and why you might cancel
Cerebral is a subscription-based mental health platform that connects you with licensed therapists and psychiatrists through the Cerebral app and online portal. You gain access to treatment for anxiety, depression, insomnia and other conditions through video consultations and secure messaging. Like many digital health services, Cerebral operates on recurring monthly billing, which means your payment method is charged on the same date each month until you cancel.
You may decide to cancel for many reasons: you have completed your treatment cycle, found another provider, experienced billing problems, or simply want to pause your subscription. Whatever your reason, Yafee is here to guide you through the cancellation process step by step, ensuring you understand your rights under South African law and avoid costly mistakes.
How Cerebral billing works
Cerebral charges you on a recurring schedule through their app and platform. Your subscription renews automatically on the same date each month unless you cancel before your next billing date. This timing is crucial: if you cancel the day after payment, you lose access to a full month of unused service. Understanding South African consumer law is equally important, because while Cerebral's Terms and Conditions reference New York law, local consumer protections may still apply to you as a South African resident.
Why you should act quickly
Every day you delay increases the risk of an unwanted charge. Billing cycles operate on fixed dates, and companies often charge you before your cancellation request is processed. Take action before your next renewal date to protect your bank account and avoid disputing charges after the fact.
Your consumer rights in south africa
South African law protects you as a consumer, even when a company's terms reference foreign jurisdiction.
What the consumer protection act means for you
The South African Consumer Protection Act (CPA) grants you statutory rights that Cerebral cannot override, regardless of what their Terms and Conditions state. You have the right to cancel contracts, request refunds within reasonable timeframes, and challenge unfair contract terms. Cerebral's clause stating that "all purchases are final and non-refundable" may not hold water if you cancel within a lawful cooling-off period or if the service was not delivered as promised.
Under the CPA, you are protected against misleading advertising, unfair terms, and failure to deliver services. Yafee recommends keeping detailed records of your sign-up date, every charge, dates you received or did not receive services, and your cancellation request. This documentation becomes your evidence if you need to escalate a dispute to the National Consumer Commission (NCC) or pursue a refund claim.
Your legal position on cooling-off periods
Although Cerebral's Terms do not mention a 14-day cooling-off period, the CPA may grant you the right to cancel within 14 days of purchase if you change your mind, provided you notify Cerebral in writing. If you cancel outside this window but believe Cerebral failed to deliver services as promised, you still have grounds to request a refund under consumer law. The National Consumer Commission is your escalation route if Cerebral refuses to cooperate.
Methods to cancel Cerebral
Cancellation works differently depending on whether you subscribed directly through the Cerebral platform or via the Apple App Store or Google Play Store.
Direct cancellation through your Cerebral account
This is the primary and most reliable cancellation method recommended by Yafee because you deal directly with Cerebral and receive immediate confirmation.
- Open the Cerebral app or visit the Cerebral website and sign in with your email and password.
- If you have forgotten your password, use the "Forgot Password" link to reset it before you proceed.
- Navigate to your account settings or profile menu, usually located in the top right or bottom menu.
- On mobile devices, this is often a gear icon or "Menu" option.
- On desktop, look for your name or avatar in the top corner.
- Look for "Subscription," "Billing," "Account Settings," or "Payment Methods."
- The exact label depends on the app version you are using.
- Select "Manage Subscription" or "Cancel Subscription."
- Read any retention offers or discount messages carefully; do not be swayed by these if you genuinely want to cancel.
- Confirm your cancellation by clicking the final "Cancel Subscription" or "Confirm Cancellation" button.
- You may see a confirmation message or a final survey asking why you are leaving.
- Complete these fields if requested, as your feedback may support a future dispute with the National Consumer Commission.
- Take a screenshot of the confirmation page showing your cancellation was successful.
- Save this image to your device and email it to yourself as backup.
Pro tip: Cancel at least 2 days before your next billing date to allow time for Cerebral to process your request. Check your billing date in the account settings before you submit your cancellation.
Cancellation via apple app store
If you subscribed through Apple's in-app purchase system, you must cancel your subscription through Apple, not through Cerebral directly.
- On your iPhone or iPad, open the Settings app.
- Do not open the Cerebral app itself.
- Tap your name at the top of the Settings screen.
- This opens your Apple ID profile.
- Select "Subscriptions."
- You will see a list of all active app subscriptions.
- Find and tap "Cerebral" in the list.
- If Cerebral does not appear, you may not have an active subscription.
- Tap "Cancel Subscription" and confirm your choice.
- Apple will display your final billing date and confirm cancellation.
- Take a screenshot of the confirmation screen for your records.
- Save this image immediately; Apple's interface changes frequently.
Apple processes the cancellation immediately, but you may retain access until the end of your current billing cycle. Check your Apple ID email for a confirmation message from Apple.
Cancellation via google play store
If you subscribed through Google's in-app purchase system on an Android device, you must cancel through Google Play, not Cerebral.
- Open the Google Play Store app on your Android device.
- Do not open the Cerebral app itself.
- Tap your profile icon in the top right corner.
- This usually appears as a circle with your initial or profile photo.
- Select "Payments and subscriptions" from the menu.
- This opens your Google account subscription management page.
- Tap "Subscriptions" to view all active subscriptions.
- You will see a list of services you subscribe to.
- Find and tap "Cerebral" in the list.
- If Cerebral does not appear, check that you are looking at the correct Google account.
- Tap "Cancel subscription" and confirm your choice.
- Google will ask if you want to cancel; tap "Yes, cancel subscription" to proceed.
- Take a screenshot of the confirmation page for your records.
- Save this image to your phone immediately as evidence of cancellation.
Google processes the cancellation immediately. You will receive a confirmation email from Google at the email address associated with your Google Play account. Your access to Cerebral will end at the completion of your current billing period.
What to do after cancellation
Cancellation is only complete once Cerebral confirms the cancellation in writing or you see a confirmation message on your account. Do not assume you have cancelled simply because you clicked a button.
Verify your cancellation
After you complete the cancellation steps, log back into your Cerebral account or app within 24 hours to confirm the cancellation took effect. Navigate to the same account settings or billing section where you cancelled. You should see a message such as "No active subscription" or "Your subscription has been cancelled." If you still see your subscription listed as active, contact Cerebral immediately using the contact details below.
Monitor your bank account
Check your bank statement or credit card statement on your next billing date to confirm you were not charged. If Cerebral charged you after you cancelled, you have the right to dispute the charge with your bank under the CPA. Contact your bank's fraud or dispute department immediately and provide your cancellation screenshot as evidence.
Request a refund if charged after cancellation
If Cerebral charged you after you cancelled, contact them in writing at the address provided below and request a refund. Reference your cancellation date, your screenshot evidence, and the unwanted charge. Yafee recommends sending this request via registered mail so you have proof of delivery. If Cerebral refuses to refund you within 30 days, escalate your complaint to the National Consumer Commission.
Preserve your health records
Before your access ends, download or take screenshots of any treatment plans, therapy notes, or prescriptions provided by Cerebral. Some mental health records may be important for continuity of care with another provider. Contact Cerebral's support team to request a copy of your full medical records if they are not accessible through your account.
Pricing and billing cycles
Understanding Cerebral's pricing structure helps you time your cancellation and predict future charges.
| Plan type | Monthly cost (approximate) | Billing cycle | Cancellation deadline |
|---|---|---|---|
| Standard Therapy | R 800-R 1200 | Monthly, recurring | 2 days before renewal |
| Therapy and Psychiatry | R 1200-R 1800 | Monthly, recurring | 2 days before renewal |
| Psychiatry only | R 600-R 1000 | Monthly, recurring | 2 days before renewal |
| Extended access | R 2000+ | Monthly, recurring | 2 days before renewal |
Prices vary based on your location, insurance coverage, and the type of treatment you receive. Check your account settings or your most recent invoice to confirm your exact plan and billing date. Cerebral may also offer promotional rates for new subscribers; these rates may increase after your initial period ends.
Refund policy and your rights
Cerebral's stated policy is that all purchases are final and non-refundable. However, South African consumer law provides you with protections that override this policy in certain circumstances.
When you are entitled to a refund
Under the CPA, you have grounds to request a refund if any of the following apply:
- You cancel within 14 days of signing up and notify Cerebral in writing (cooling-off period).
- Cerebral failed to deliver services as described (for example, therapists were unavailable or the app was non-functional).
- You were charged after you successfully cancelled your subscription.
- You paid for a service that Cerebral no longer provides or significantly changed.
- Cerebral charged you without your consent or used misleading billing practices.
How to request a refund
Send a formal refund request to Cerebral in writing. Include your account email, the date of the charge you dispute, the amount, and a clear explanation of why you believe you deserve a refund. Reference the relevant section of the CPA if applicable. Address your letter to Cerebral Inc., using the contact details at the end of this guide. Yafee recommends sending this letter via registered mail so you have proof of delivery and receipt. Keep a copy for your records.
Cerebral must respond to your refund request within 30 days. If they refuse or do not respond, you can escalate your complaint to the National Consumer Commission, which is South Africa's consumer protection authority.
Common mistakes to avoid during cancellation
Many subscribers accidentally leave money on the table or fail to cancel properly. Here are the pitfalls Yafee warns you to sidestep.
Cancelling too late in your billing cycle
If you cancel the day after you are charged, you lose access to an entire month of service that you have already paid for. Yafee recommends cancelling at least 2 days before your next billing date, which you can find in your account settings. Mark your calendar with the renewal date so you do not miss the deadline.
Assuming cancellation happened without verification
Do not assume you have cancelled simply because you saw a button or a message on the screen. Log back into your account after 24 hours to verify that your subscription shows as "cancelled" or "no active subscription." If your subscription still appears active, contact Cerebral immediately.
Cancelling through the wrong platform
If you subscribed through Apple or Google, you must cancel through Apple or Google, not through the Cerebral app. Cancelling in the wrong place can leave your subscription active and continue to charge you. Double-check your original purchase confirmation email to confirm where you subscribed.
Failing to keep cancellation evidence
Screenshot your cancellation confirmation and save it to cloud storage such as Google Drive or OneDrive. If Cerebral charges you after you cancel, this screenshot is your proof that you took action. Without it, your dispute with your bank will be weaker and may be rejected.
Ignoring unexpected charges
If Cerebral charges you after your cancellation date, contact them immediately and your bank within 48 hours. The longer you wait, the harder it becomes to dispute the charge. Your bank can reverse unauthorised charges, but only if you report them quickly.
How to contact Cerebral for support or disputes
If you experience problems cancelling, have questions about your subscription, or need to dispute a charge, Cerebral provides the following contact methods.
Primary mailing address
Send all formal cancellation requests, refund disputes, and legal correspondence to:
Cerebral Inc.
Cerebral Medical Groups
Walnut, California
United States of America
Send your letter via registered mail and keep a copy for your records. Allow 5 to 10 business days for your letter to arrive, and expect a response within 30 days of receipt. If Cerebral does not respond, you have the right to escalate your complaint to the National Consumer Commission.
In-app support or online contact
Use the support or contact feature within the Cerebral app or on the Cerebral website to send a message to their support team. Request a response in writing and screenshot any confirmation. In-app messages are less reliable than registered mail for legal disputes, but they provide a secondary channel if you need immediate assistance.
Escalation to the national consumer commission
If Cerebral does not respond to your refund request or cancellation dispute within 30 days, or if you believe they have violated your consumer rights, lodge a complaint with the National Consumer Commission (NCC). The NCC is South Africa's official consumer protection authority and can compel Cerebral to respond. Visit the NCC website or contact them in writing to start a formal complaint process. The NCC can award you compensation and force Cerebral to refund you if they find in your favour.
Checklist before and after cancellation
Use this checklist to ensure you have completed every step and protected yourself throughout the cancellation process.
| Step | Status | Notes |
|---|---|---|
| Find your next billing date in account settings | [ ] Completed | Cancel at least 2 days before this date |
| Log into your Cerebral account or app | [ ] Completed | Use your email and password |
| Navigate to subscription or billing settings | [ ] Completed | Exact location depends on your device |
| Click "Cancel Subscription" and confirm | [ ] Completed | Do not be swayed by retention offers |
| Screenshot your cancellation confirmation | [ ] Completed | Keep this as evidence |
| Verify cancellation 24 hours later | [ ] Completed | Log back in; subscription should show as inactive |
| Post-cancellation action | Deadline | Action |
|---|---|---|
| Monitor your bank account | On next billing date | Check that you were not charged |
| Download your health records | Before access ends | Take screenshots or request full records from Cerebral |
| Dispute any unwanted charge | Within 48 hours of charge | Contact your bank and provide cancellation evidence |
| Escalate to NCC if Cerebral refuses refund | 30 days after refund request | Lodge complaint with National Consumer Commission |
Key takeaways and your next steps
Cancelling Cerebral in South Africa is straightforward if you follow the correct procedure and know your consumer rights. You are protected by the South African Consumer Protection Act, which guarantees you the right to cancel subscriptions, request refunds, and challenge unfair billing practices. Yafee has helped thousands of consumers navigate subscription cancellations and recover unwanted charges by providing clear legal guidance and practical step-by-step instructions.
Take action today: find your next billing date, log into your account, and cancel your subscription through the correct platform (Cerebral directly, or Apple, or Google). Screenshot your confirmation, verify cancellation within 24 hours, and monitor your bank account on your next billing date. If Cerebral charges you after cancellation or refuses a refund, you have the National Consumer Commission on your side.
Yafee is committed to empowering South African consumers with the knowledge they need to cancel any subscription confidently. If you have questions about your rights, your refund options, or how to escalate a dispute, consult the sections above or contact the National Consumer Commission directly. Yafee stands with you 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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