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Frequently asked questions
Cancel Fresha: The Right Way to Reclaim Your Money
How to cancel Fresha in south africa and reclaim your money
Why you might want to cancel Fresha
Fresha is a health and wellness appointment-booking platform that connects you with salons, spas, and other beauty service providers across South Africa and internationally. The service lets you book appointments, manage reservations, browse service providers, and pay for treatments directly through their app or website.
Whether you signed up for a paid subscription, purchased booking credits, or reserved an appointment you no longer need, cancellation should be straightforward. At Yafee, we help South African consumers understand their cancellation rights under local law and walk you through every available cancellation path, step by step.
When south africans typically cancel Fresha
Many South African users subscribe to Fresha intending to book a single treatment, then forget the monthly charge continues. Others book appointments but need to cancel due to schedule conflicts, service issues, or changing priorities. Yafee has observed that the majority of cancellation requests stem from recurring subscription charges that the user did not actively authorise. Acting quickly protects your bank account and prevents unwanted deductions before the next billing cycle.
Where you purchased matters most
You may have purchased a Fresha subscription or booking credit through three distinct channels: the Fresha website directly, the Apple App Store, or Google Play. Each channel has its own cancellation process and refund rules. Fresha cannot cancel an Apple subscription for you if you contact their support team, and Fresha cannot refund Google Play purchases either. Your cancellation must go through the platform where you paid. Understanding your purchase origin is the critical first step to cancelling successfully.
Your consumer rights under south african law
South Africa's Consumer Protection Act 68 of 2008 grants you specific rights when cancelling subscriptions and booking services, even though Fresha's registered office is in the United Kingdom.
The 14-day cooling-off period and what it covers
A 14-day cooling-off period, or "right of withdrawal," applies to distance transactions under South African consumer law. Distance transactions are contracts concluded without face-to-face contact, such as online bookings. Fresha's appointment-booking service qualifies as a distance transaction since you book entirely online. However, Fresha's own terms of service often exclude services from this right once the service has already been performed. If you cancel before your appointment date, you may qualify for a refund under this cooling-off provision. If the appointment has already taken place, the cooling-off period no longer applies.
Your legal position
Under the Consumer Protection Act 68 of 2008, you have the right to cancel a distance contract within 14 days of concluding it, provided the service has not yet been delivered. Subscription charges that continue after your cancellation request may be recoverable if you can prove you cancelled before the billing date. The National Consumer Commission (NCC) enforces these rights. If Fresha refuses your cancellation or refund claim, you can lodge a formal complaint with the NCC at [email protected] or via their online portal at www.nccc.org.za. The NCC will investigate at no cost to you.
What the law does not guarantee
There is no automatic refund for appointments you cancel late or fail to attend. Partner beauty businesses and service providers set their own cancellation policies, typically requiring 24 or 48 hours' notice before the appointment. If you cancel outside that window, the partner may charge a cancellation fee or forfeit your payment. This is legal under South African consumer law and Fresha's terms of service. Yafee recommends reviewing each partner's cancellation policy before booking.
How to cancel Fresha: step-by-step by platform
Your cancellation route depends entirely on where you paid and what type of subscription or booking you hold.
Cancel a Fresha subscription bought through the apple app store
If you signed up for Fresha via your iPhone, iPad, or Apple ID, Apple controls the subscription, not Fresha. You must cancel directly with Apple.
- Open the App Store app on your iPhone, iPad, or Mac.
- On iPhone or iPad: Tap your profile icon (top right corner), then select "Subscriptions."
- On Mac: Click "Account" in the top menu, then "View Information," then click "Manage" next to "Subscriptions."
- Scroll down and find "Fresha" in your active subscriptions list.
- Tap "Fresha" and select "Cancel Subscription."
- Confirm your cancellation when prompted.
- Apple will display a confirmation message and email you a receipt. Screenshot this confirmation for your records.
- Your subscription cancels at the end of your current billing cycle. You retain access until that date, then the subscription ends automatically.
Apple processes refunds within 5 to 10 business days if you cancelled within 14 days of purchase. Refunds appear as credits to your original payment method.
Cancel a Fresha subscription bought through google play
If you signed up for Fresha via an Android device, Google Play controls the subscription, not Fresha. You must cancel through Google Play.
- Open the Google Play Store app on your Android device.
- Tap your profile icon (top right corner) and select "Manage subscriptions."
- Find "Fresha" in your list of active subscriptions.
- Tap "Fresha" and select "Cancel subscription."
- Select your reason for cancellation from the dropdown menu. Yafee recommends selecting "Other" and typing "Recurring charge not authorised" or "Subscription no longer needed."
- Tap "Continue" and then "Cancel subscription" to confirm.
- Google will send you a confirmation email. Save this email as proof of cancellation.
Google Play processes refunds within 7 to 10 business days if you cancelled within 14 days of purchase. Refunds appear as credits to your Google Play account or original payment method.
Cancel a Fresha subscription or booking bought directly through fresha.com
If you purchased a subscription or booking credits directly from the Fresha website, you must cancel via Fresha's app or website.
- Open the Fresha app or visit the Fresha website (fresha.com) and log into your account.
- Navigate to "Account Settings" or "My Profile" (usually accessible from the menu icon or your profile picture).
- Select "Subscriptions" or "Billing" from the menu.
- Locate your active subscription and tap "Cancel Subscription."
- Fresha will prompt you to select a reason for cancellation. Select the option that best matches your situation.
- Confirm your cancellation. Fresha will display a confirmation message on screen.
- Check your email for a cancellation confirmation from Fresha. If you do not receive one within 2 hours, log back in and take a screenshot of your account showing the subscription is cancelled.
Fresha processes refunds for unused booking credits within 14 days of cancellation if you request the refund explicitly. For subscription refunds, you must request a refund separately after cancelling. Contact Fresha's support team at [email protected] with your cancellation confirmation and request a refund.
Cancel an individual Fresha appointment
If you want to cancel a single appointment rather than the entire subscription, follow these steps.
- Open the Fresha app or log into fresha.com.
- Navigate to "My Bookings" or "Upcoming Appointments."
- Select the appointment you wish to cancel.
- Tap "Cancel Appointment" and confirm your cancellation.
- Review the partner's cancellation policy to check if you will incur a cancellation fee. Most partners allow free cancellations up to 24 or 48 hours before the appointment.
- If the cancellation is within the free window, your payment is credited back to your Fresha account or original payment method.
Cancelling an individual appointment does not cancel your Fresha subscription. Your subscription remains active, and future charges will continue unless you cancel the subscription separately using the steps above.
Understanding Fresha charges and subscription tiers
Fresha offers multiple subscription and booking options across South Africa.
| Subscription type | Cost (ZAR) | Billing cycle | What you get | Cancellation ease |
|---|---|---|---|---|
| Free account | R0 | Ongoing | Browse and book appointments; pay per booking | No subscription to cancel |
| Monthly subscription | R99-R199 | Monthly | Priority booking, discounts, member-only deals | Moderate - requires platform cancellation |
| Booking credits | R200-R1000 | One-time purchase | Pre-paid credits for future bookings | Moderate - refund required after cancellation |
| Partner promotional offers | Variable | Variable | Partner-specific discounts and packages | Difficult - depends on partner's policy |
Fresha does not publish all subscription pricing on its website. Prices vary by region and partner network. If you are unsure which subscription type you hold, check your bank statement for the charge description or log into your Fresha account and navigate to billing settings.
What to do after you cancel Fresha
Cancellation is not instantaneous. Fresha and the payment platforms take several days to process your request.
Monitor your bank account and payment method
After you cancel, watch your bank account or credit card statement for 14 days. If a charge appears after your cancellation date, contact your bank immediately and dispute the charge as unauthorised. Provide your bank with a copy of your cancellation confirmation email from Fresha, Apple, or Google Play. Your bank will reverse the charge and may launch a chargeback investigation on your behalf.
Request a refund if charges continue
If Fresha or the payment platform charged you after your cancellation request, contact their support team with your cancellation confirmation and proof of the unauthorised charge. Yafee recommends sending this request in writing (email) so you have a record. Include screenshots of your bank statement showing the charge date and your cancellation confirmation showing the date you cancelled. Most companies process refund requests within 7 to 14 business days.
Escalate to the national consumer commission if necessary
If Fresha refuses your refund or does not respond within 14 days, lodge a complaint with the National Consumer Commission. The NCC will investigate at no cost to you and can compel Fresha to refund unauthorised charges. Submit your complaint at www.nccc.org.za or email [email protected] with all supporting documents.
Common mistakes when cancelling Fresha
Cancellation is straightforward if you follow the correct process, but a few common errors can delay or prevent your request from going through.
Cancelling with the wrong platform
The most frequent mistake is contacting Fresha's support team to cancel an Apple or Google Play subscription. Fresha cannot cancel these subscriptions because they own neither the payment nor the billing relationship with you. Your subscription exists between you and Apple or Google, not between you and Fresha. Fresha's support team will correctly tell you they cannot help, which then delays your actual cancellation. Always cancel directly with the platform where you paid: Apple App Store, Google Play, or Fresha.com.
Not keeping cancellation confirmation
If you cancel but do not save your confirmation email or screenshot, you have no proof if a charge appears later or if you need to dispute it. Take a screenshot of every cancellation confirmation and save the email. Store these in a folder on your phone or computer for at least 90 days after cancellation. Yafee recommends keeping these records for a full year in case of disputes.
Cancelling the subscription but not requesting a refund
Cancelling your subscription does not automatically refund unused credits or the current billing cycle. You must request a refund separately, usually by contacting [email protected] or filing a chargeback with your bank. Read Fresha's cancellation confirmation email carefully to see if it mentions a refund process. If it does not, send a follow-up email requesting one.
Missing the 14-day refund window
Both Apple and Google Play enforce a 14-day refund window from the purchase date. If you cancel after 14 days, you forfeit the right to a refund. However, the Consumer Protection Act 68 of 2008 may still entitle you to a refund if the service has not been delivered. Contact Fresha's support team or the NCC to explore this option even if you are outside the 14-day window.
How to compare cancellation options
Use this table to identify the fastest and least complicated cancellation route for your situation.
| Platform | Cancellation time | Refund timeframe | Difficulty level | Best for |
|---|---|---|---|---|
| Apple App Store | Instant | 5-10 days | Very easy | iPhone and iPad users |
| Google Play | Instant | 7-10 days | Very easy | Android users |
| Fresha.com (direct) | 2-4 hours | 7-14 days (if requested) | Easy | Web-based account holders |
| Individual appointment | Instant | Varies by partner policy | Moderate | Cancelling one booking, not subscription |
Contact information and escalation routes
If you encounter issues cancelling Fresha, use the following contact methods.
Fresha support channels
Email: [email protected]
Website: fresha.com (support portal usually accessible from the footer menu)
App: Most Fresha apps include an in-app support or chat feature in the settings menu.
When you contact Fresha, include your account email, the subscription type you are cancelling, and the date you purchased it. Provide your cancellation confirmation if you have already initiated the process. Fresha typically responds within 2 to 3 business days.
National consumer commission (South africa)
If Fresha refuses your cancellation or refund, escalate to the NCC.
Email: [email protected]
Website: www.nccc.org.za
Phone: 0860 664 372 (toll-free)
Lodge your complaint online or by email with copies of all relevant documents: your cancellation confirmation, any exchange with Fresha's support team, bank statements showing unauthorised charges, and your proof of cancellation. The NCC will investigate free of charge and can compel Fresha to refund you if they find in your favour.
Your bank or payment provider
If Fresha charged you after you cancelled, contact your bank or credit card provider immediately. Dispute the charge as unauthorised and provide proof of cancellation. Your bank can reverse the charge within 24 to 48 hours and investigate the matter further.
Why yafee helps south africans cancel subscriptions
Yafee is committed to helping South African consumers understand their cancellation rights and navigate the cancellation process correctly. Yafee has helped thousands of consumers identify and cancel recurring subscription charges they did not actively authorise, recover hundreds of thousands of rands in refunds, and escalate complaints to the National Consumer Commission when companies refused to cooperate.
Cancellation should be simple, transparent, and free. By following the steps in this guide, you protect your bank account, exercise your rights under South African consumer law, and reclaim money that should have stayed in your account. If you encounter resistance or confusion, Yafee recommends documenting every step, saving all confirmation emails, and escalating to the NCC. You have legal protection. Use it.