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Frequently asked questions
Cancel Kilo Health: Step-by-Step Guide
How to cancel Kilo Health in south africa: your step-by-step guide to stopping payments
What Kilo Health is and why you might want to cancel
Kilo Health is a subscription-based digital wellness platform operated by UAB "Kilo grupe" that delivers personalised nutrition plans, weight-management programmes and fitness coaching through mobile apps and web accounts. The service combines structured meal guidance, exercise routines and progress tracking to support your health goals.
You may decide to cancel for legitimate reasons: your fitness objectives have shifted, the programme no longer suits your lifestyle, subscription costs have become unaffordable, or you prefer an alternative approach. Whatever your reason, Yafee is here to walk you through each cancellation step so you exit the service with confidence and avoid unexpected charges.
How billing works with Kilo Health
Kilo Health operates two distinct billing pathways depending on where you subscribed. If you purchased through Apple's App Store or Google Play, those platforms manage your subscription and handle auto-renewal through your device settings. If you subscribed directly on Kilo Health's website, the company itself processes billing and renews according to their terms. This distinction is critical because cancellation steps differ significantly between the two routes.
Why identifying your purchase method matters
Many South African consumers struggle to cancel because they cannot recall whether they subscribed via an app store or the web. This confusion extends the cancellation process and risks unwanted charges. At Yafee, we have found that pinpointing your purchase method in the first two minutes makes the entire cancellation process smoother and faster.
Kilo Health pricing in south africa
Understanding your subscription cost helps you make informed decisions about cancellation and track what you actually pay each billing cycle.
| Subscription type | Pricing (ZAR) | Billing frequency | Auto-renewal |
|---|---|---|---|
| Standard monthly plan | Contact Kilo Health for current rates | Monthly | Yes |
| Annual plan | Contact Kilo Health for current rates | Annual | Yes |
| Trial period (promotional) | Varies by offer | Varies | Converts to paid at trial end |
| Web direct billing (USD) | Converted to ZAR by your bank | Per subscription term | Yes |
Finding your actual subscription cost
Kilo Health does not publish standard South African Rand pricing on their public website. To discover what you pay each month, open the app or log into your web account, navigate to your account settings or billing section, and review your subscription details. Check your bank statement for the most recent transaction to confirm the exact amount charged. If your bill appears in USD or another foreign currency, your bank applies an exchange rate on top of the base subscription cost.
How to request pricing information from Kilo Health
Contact Kilo Health through the in-app support chat or email support to request current ZAR pricing for your subscription tier. Keep a record or screenshot of any response, as this documentation helps if you later need to dispute a charge. Yafee recommends taking a screenshot of your subscription terms and the last charge before you cancel, so you have written proof of the price you were paying and the date of the most recent debit.
Your consumer rights in south africa
South African consumer protection law grants you specific legal rights that apply to digital subscription services, including Kilo Health.
The 14-day cooling-off period explained
Under the Consumer Protection Act No. 68 of 2008, you hold the legal right to cancel an online purchase and receive a full refund within 14 calendar days of the date you complete your purchase. This cooling-off period applies to subscription services purchased directly through Kilo Health's website. You do not need to provide a reason for cancellation within this window; your right to withdraw is automatic and protected by law.
Your legal position: If you purchased directly from Kilo Health (not via app store) and cancel within 14 days of purchase, you are entitled to a refund minus only reasonable direct costs incurred by the supplier in performing the service up to the point of cancellation. If you cancel outside the 14-day window, the Consumer Protection Act still grants you cancellation rights, though refund eligibility depends on the terms of your specific subscription agreement.
Cancellation rights beyond the 14-day period
Once the 14-day cooling-off period expires, your right to cancel continues under the Consumer Protection Act, but refund terms shift. You remain entitled to cancel your subscription at any time, provided you give Kilo Health written notice. However, if no cancellation clause exists in your agreement, the company may be entitled to retain payment for the current billing period. Yafee advises reviewing your subscription terms to understand whether Kilo Health permits mid-cycle cancellation with pro-rata refunds.
When app store purchases are covered differently
If you subscribed through Apple's App Store or Google Play, those platforms' consumer protection policies apply alongside South African law. Apple and Google both permit cancellation within a similar 14-day window in many regions. However, their policies may differ from Kilo Health's direct billing terms. Always check the app store's cancellation policy for your specific device and account type.
How to cancel Kilo Health via the app
If you subscribed through Apple's App Store or Google Play and installed Kilo Health on your mobile device, you cancel through the app store itself, not through the Kilo Health app.
Cancelling on apple app store (iOS)
- Open the Apple App Store on your iPhone or iPad.
- Tap your profile icon (top right corner).
- Select "Subscriptions".
- Find and tap "Kilo Health".
- Review your subscription details and renewal date.
- Check the price and next billing date.
- Note whether you fall within the 14-day cooling-off period.
- Tap "Cancel Subscription".
- Follow the on-screen prompts.
- Confirm cancellation when prompted.
- Verify cancellation immediately.
- The App Store will display "Expires on [date]" instead of "Renews on [date]".
- Screenshot this confirmation screen for your records.
- Confirm that future charges do not appear.
- Check your bank statement after the expiry date to ensure no further debits occurred.
- If an unwanted charge appears, contact Apple and request a refund within 30 days of the transaction.
Cancelling on google play (Android)
- Open the Google Play Store app on your Android device.
- Tap your profile icon (top right).
- Select "Payments and subscriptions", then "Subscriptions".
- Find and tap "Kilo Health".
- Review your subscription terms and upcoming renewal date.
- Confirm the subscription cost and renewal schedule.
- Determine whether you are within the 14-day cooling-off window.
- Tap "Cancel subscription".
- Google may prompt you to explain why you are cancelling.
- You may provide feedback or skip this step.
- Confirm the cancellation when prompted.
- Google Play will confirm the cancellation date.
- Take a screenshot of the confirmation for your records.
- Monitor your bank account for any further charges after the expiry date.
- If a charge appears after cancellation, contact Google Play support and request a refund within 30 days.
How to cancel Kilo Health via direct web account
If you subscribed directly through Kilo Health's website, you cancel through your account settings on their platform.
Locating your account settings
- Log into your Kilo Health account on the website.
- Visit the login page and enter your email and password.
- If you cannot access your account, click "Forgot password" and reset it via email.
- Navigate to your account or billing settings.
- Look for a menu option labelled "Account", "Settings", "Profile" or "Billing".
- This is typically accessible from the top right corner or a sidebar menu.
- Find your active subscription.
- Your current plan and next billing date should be visible.
- Note the subscription start date to calculate whether you fall within the 14-day cooling-off period.
Submitting your cancellation request
- Locate and click the "Cancel subscription" or "Manage subscription" button.
- Some services display a "Pause" or "Downgrade" option; these do not cancel your subscription.
- You must select the option that explicitly ends your subscription.
- Review any final warnings or retention offers.
- Kilo Health may display a message explaining what happens after cancellation.
- The company may offer a discount to keep your subscription; decline this unless you wish to continue.
- Confirm your cancellation.
- Click the final "Confirm cancellation" button.
- The system will display a confirmation message or send a confirmation email.
- Screenshot the confirmation page or download the confirmation email.
- This proof of cancellation is critical if a charge appears after your cancellation date.
- Save the email or screenshot to a secure folder on your computer or phone.
Contacting support if the online option is unavailable
If you cannot locate a self-service cancellation option on your account page, contact Kilo Health support directly. Use the in-app support chat or email support with your account details and a clear request to cancel. Request written confirmation of your cancellation and keep a copy of all correspondence. Yafee recommends sending your cancellation request by email rather than chat so you have a time-stamped written record.
Refunds and what to expect after cancellation
Your refund eligibility depends on when you cancel relative to your purchase date and your subscription billing cycle.
Refunds within the 14-day cooling-off period
If you cancel a direct web subscription within 14 calendar days of purchase, South African consumer law entitles you to a full refund. Kilo Health may deduct only reasonable direct costs for services already provided to you. In practice, this means you receive a refund within 5 to 10 business days if you cancel immediately after purchase. If you used the service for several days before cancelling, Kilo Health may calculate a pro-rata deduction based on the number of days of access you had.
Refunds after the 14-day period
If you cancel outside the 14-day window, your refund depends on Kilo Health's terms and your local consumer protection rights. South African law does not guarantee a refund for cancellations beyond the cooling-off period unless your subscription agreement explicitly permits pro-rata refunds or monthly cancellation with refunds. Check your original purchase confirmation email or subscription terms for any refund clause. If the terms are unclear, contact Kilo Health support and ask in writing whether you are entitled to any refund. Yafee recommends requesting a written response so you have documentation of their policy.
When refunds appear in your bank account
App store refunds (Apple and Google) typically appear within 5 to 10 business days. Direct web refunds from Kilo Health may take 7 to 14 business days, depending on your bank. If 14 business days pass and no refund has appeared, contact Kilo Health with your cancellation confirmation and request a status update. If Kilo Health does not respond or refuses a refund you believe you are entitled to under the Consumer Protection Act, you have the right to lodge a complaint with the National Consumer Commission or seek alternative dispute resolution.
What happens after you cancel your Kilo Health subscription
Cancellation ends your recurring payments, but your access and data require clarification depending on your app store or Kilo Health's specific policy.
Access to your account after cancellation
Once your cancellation is processed, Kilo Health typically removes your access to premium features. You may lose access to personalised meal plans, coaching support and progress analytics. Some services retain basic account functionality or allow you to download your data before access is fully revoked. Log into your account after cancellation to check which features remain available and whether you can export or download your fitness history, meal plans or personal health data.
Uninstalling the app
Cancellation does not automatically remove the Kilo Health app from your device. You may uninstall the app manually if you no longer wish to see it. On iOS, press and hold the app icon, select "Remove App", then confirm. On Android, press and hold the app icon, select "Uninstall", then confirm. If you think you might return to Kilo Health in the future, you may keep the app installed for convenience.
Preventing accidental reinstatement
After cancelling, do not click links in reminder emails that appear to "reactivate" or "restore" your subscription unless you genuinely wish to restart. These links can trigger a new subscription charge. Delete promotional emails from Kilo Health or move them to a spam folder to avoid accidental clicks.
Common mistakes to avoid when cancelling
Cancellation is straightforward when you follow the correct steps, but several traps can delay your exit or leave you paying longer than expected.
Confusing pausing with cancelling
Many health apps offer a "pause" or "freeze" option that temporarily suspends your subscription without cancelling it. Pausing does not stop your auto-renewal; instead, it typically resumes charges after the pause period ends. If you have no intention of returning to Kilo Health, always select "Cancel" not "Pause".
Cancelling the app without cancelling the subscription
Deleting the Kilo Health app from your phone does not cancel your subscription. Your billing continues even if the app is no longer installed. You must cancel through your app store or web account, not by uninstalling the app. Yafee has seen this mistake cost consumers months of unwanted charges.
Missing the 14-day cooling-off deadline
If you purchase on a Monday, your 14-day window closes two weeks later on Sunday. Calendar the cancellation date immediately after purchase so you do not miss this critical deadline. If you realize too late that you wanted to cancel within the window, contact Kilo Health immediately and explain your situation; the company may process a courtesy refund even if the window has technically passed.
Failing to verify cancellation
Do not assume cancellation is complete just because you clicked "Confirm" on the website. Always screenshot the confirmation screen or email, and check your bank statement one week after the stated cancellation date to confirm no charge appeared. If an unexpected charge occurs, you have proof of cancellation to show to Kilo Health and your bank.
Comparison of cancellation methods
Different subscription routes require different cancellation steps and have different refund timelines.
| Subscription route | Cancellation method | Refund timeline | 14-day cooling-off | Recommended for easy exit |
|---|---|---|---|---|
| Apple App Store | Apple App Store > Subscriptions > Cancel | 5 to 10 business days | Yes | Yes |
| Google Play | Google Play Store > Subscriptions > Cancel | 5 to 10 business days | Yes | Yes |
| Kilo Health web (direct) | Account settings > Manage subscription > Cancel | 7 to 14 business days | Yes | Check your terms first |
| Kilo Health web via email | Contact support with cancellation request | 10 to 20 business days | Yes | Use only if web option unavailable |
If Kilo Health refuses to cancel or refund
Kilo Health is legally bound to honour your cancellation request and honour your consumer rights under South African law. If the company refuses to cancel or disputes your refund, you have formal remedies.
Escalating your complaint
- Send a written complaint to Kilo Health by email.
- Include your account email, subscription start date and the date you requested cancellation.
- Attach screenshots of your cancellation request and confirmation.
- State clearly that you are exercising your legal right under the Consumer Protection Act to cancel.
- Set a deadline of 10 business days for a response.
- If Kilo Health does not respond, lodge a complaint with the National Consumer Commission (NCC).
- Visit www.ncc.org.za or contact the NCC by phone for complaint procedures.
- Provide your correspondence with Kilo Health and all evidence of your cancellation request.
- The NCC can compel Kilo Health to honour your cancellation and issue a refund.
- Request a chargeback from your bank if charges continue after cancellation.
- Contact your bank's fraud or disputes department with your cancellation confirmation.
- Your bank can reverse unauthorised charges and ban Kilo Health from accessing your card.
Your legal contact details for Kilo Health
All cancellation requests and complaints should be sent to the registered address of the company operating Kilo Health:
UAB "Kilo grupe"
Antakalnio str. 17
LT-10312 Vilnius
Lithuania
An alternative operational address is:
UAB "Kilo grupe"
Aludarių gatvė 3
Vilniaus 01112
Lithuania
Send your cancellation request by registered email or formal letter to these addresses. Keep proof of delivery.
Your final checklist before and after cancellation
Use this checklist to ensure you complete every step correctly and protect yourself against errors.
| Step | Before cancellation | Action |
|---|---|---|
| 1 | Identify purchase route | Check whether you subscribed via app store or Kilo Health website |
| 2 | Note subscription date | Calculate whether you are within the 14-day cooling-off period |
| 3 | Screenshot current details | Capture your subscription cost, renewal date and next billing date |
| 4 | Review refund terms | Check your original purchase email or account for any refund policy |
| 5 | Execute cancellation | Follow the cancellation steps for your subscription route |
| 6 | Save confirmation | Screenshot the cancellation confirmation or email receipt |
After cancellation: Check your bank statement 7 days after your cancellation date. Verify that no new charge appears. If a charge does appear, contact Kilo Health immediately with your cancellation proof and request a reversal.
Get expert help with your Kilo Health cancellation
Cancelling Kilo Health should be a straightforward process when you follow the correct legal and procedural steps. South African consumer law protects your right to cancel within 14 days and grants you ongoing cancellation rights beyond that window. Whether you subscribed via app store or directly, Yafee has detailed each step above so you exit your subscription with confidence.
Yafee specialises in helping consumers navigate subscription cancellations and protecting your rights under consumer protection law. If you face resistance from Kilo Health, need help disputing a charge or want advice on your legal position, Yafee is here to support you. Our platform has helped thousands of consumers cancel unwanted subscriptions, recover refunds and understand their consumer rights across South Africa.
Visit Yafee today for personalised guidance on your subscription cancellation and to explore resources on consumer protection in South Africa. Let Yafee help you cancel Kilo Health with confidence and reclaim control of your billing.
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