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Frequently asked questions
Cancel Nurx: The Right Way to Get Your Money Back
How to cancel Nurx in south africa and reclaim your money
Understanding Nurx and why you might want to cancel
Nurx is a telehealth platform that connects you with licensed clinicians for remote consultations and delivers prescription medications-including birth control, PrEP, and select skincare treatments-directly to your door. You complete an online intake form, a clinician reviews your information remotely, and your prescription arrives on a schedule you choose or as a one-time order.
If you've decided Nurx isn't the right fit for you, or if you're concerned about recurring charges, cancelling promptly is your best move. At Yafee, we help South African consumers navigate cancellations with confidence and legal clarity.
When cancellation makes sense
You might cancel Nurx if you've switched to a local healthcare provider, no longer need the medication, want to avoid future subscription charges, or have found a more affordable alternative. Whatever your reason, understanding the process upfront protects you from unexpected billing and ensures you exercise your legal rights under South African consumer law.
Your consumer rights in south africa
Before you cancel, it is essential to know what South African law actually guarantees you. Consumer protection is stronger than many people realise, and knowing your rights strengthens your position if Nurx refuses a legitimate refund or continues charging you after cancellation.
The consumer protection act and your legal position
South Africa's Consumer Protection Act (2008) gives you specific safeguards when you purchase goods or services. However, prescription medications and medical consultations fall into a special regulatory category: there is no automatic 14-day cooling-off refund for these items because they are regulated health products and subject to medical oversight.
Your legal position: You cannot demand a refund simply because you change your mind about a prescription. Nevertheless, if Nurx misrepresents pricing, fails to deliver the service as described, continues billing after you cancel, or charges you without explicit consent, you have grounds to escalate to the National Consumer Commission (NCC). The Consumer Protection Act section 48 requires traders to cancel subscriptions promptly upon request, and section 68 protects you against unfair contract terms. If Nurx imposes an unreasonable cancellation fee or refuses to stop charging you, the NCC will investigate.
When to escalate to consumer authorities
If Nurx refuses to honour your cancellation request, continues to charge your account, or disputes a legitimate refund, contact the National Consumer Commission. Yafee recommends documenting every interaction-screenshots of your account, emails from support, transaction records, and proof of your cancellation request-before you escalate. This evidence shifts the burden onto Nurx to justify their refusal and strengthens your case significantly.
The NCC's contact details are as follows:
- Website: www.ncc.org.za
- Email: [email protected]
- Telephone: 0860 00 6662
Pricing structure and what you will pay
Nurx operates primarily in the United States, and South African Rand (ZAR) pricing is not publicly listed on their platform. The table below shows the service types you might encounter; all costs require direct contact with Nurx support or verification in your account dashboard.
| Service type | Billing frequency | South African pricing (ZAR) |
|---|---|---|
| Birth control prescription | Per prescription or monthly | Contact support for quote |
| PrEP prescription | Per prescription or monthly | Contact support for quote |
| Clinician consultation (one-time) | One-time fee | Contact support for quote |
| Ongoing monthly subscription (most common) | Monthly auto-renewal | Contact support for quote |
| Dermatology treatment | Per consultation or monthly | Contact support for quote |
| Account reactivation fee (if applicable) | One-time | Contact support for quote |
To find your exact charges, log into your Nurx account dashboard and navigate to your billing or subscription section. Alternatively, contact Nurx support directly at [email protected] or check your credit card statements for the actual ZAR amount charged to you. Exchange rates and payment processor fees may apply, so the amount you see on your card may differ slightly from the quoted price.
How to cancel Nurx: step-by-step methods
Cancelling Nurx can be accomplished in three main ways, each leaving a digital record of your request. Yafee recommends using the in-app or website method first because it generates an immediate confirmation and makes escalation easier if Nurx ignores your request.
Method 1: cancel via the Nurx website or mobile app
- Log into your Nurx account using your email address and password.
- If you have forgotten your password, click "Forgot password" and follow the reset link sent to your email.
- Navigate to your account settings or subscription management section (usually labelled "My Subscriptions", "Billing", or "Account").
- On the mobile app, tap the menu icon (three horizontal lines) and look for "Subscriptions" or "Settings".
- Locate your active subscription and select the option to cancel or manage it.
- Nurx may display a confirmation screen asking why you are cancelling. This is optional; you may skip it or provide brief feedback.
- Confirm your cancellation request by clicking the final "Cancel subscription" or "Confirm cancellation" button.
- Take a screenshot of the confirmation page showing the date and time of your cancellation.
- Check your email inbox (including spam or promotions folders) for a cancellation confirmation from Nurx within 24 hours.
- If you do not receive a confirmation email within this timeframe, proceed to Method 2 and contact support directly.
Method 2: cancel via email
- Compose a formal email to Nurx support at [email protected] with the subject line: "Cancellation Request - [Your Full Name] - [Account Email Address]".
- Include your full name, email address registered with Nurx, and the date of your request.
- State clearly: "I request the immediate cancellation of my subscription effective today" and provide the specific reason (optional but helpful for record-keeping).
- Example: "I am cancelling my monthly birth control subscription and request that no further charges be made to my account."
- Request written confirmation of the cancellation by return email.
- Ask Nurx to confirm: (1) the cancellation date, (2) the final date you will be charged, and (3) whether any refund will be issued.
- Send the email and keep a copy of it in your records for your own reference.
- Note the exact time and date you sent it.
- Wait for a response within 5 to 7 business days.
- If Nurx does not respond or refuses your cancellation, escalate to the National Consumer Commission and provide this email as evidence of your request.
Method 3: cancel via your payment card provider
- Contact your bank or credit card company and explain that you wish to cancel the Nurx subscription.
- Provide the merchant name ("Nurx"), the subscription amount, and the billing frequency.
- Request that your bank revoke the direct debit or recurring payment authorisation for Nurx.
- Your bank may issue a new card or simply block future transactions from Nurx on your existing card.
- Ask your bank for a reference number for this cancellation request and write it down.
- Keep this reference for your records.
- Notify Nurx separately using Method 1 or Method 2 so they are aware of your cancellation from their end.
- This prevents confusion and protects you if Nurx attempts to bill you through another payment method.
- Monitor your bank account for any further charges from Nurx for at least 30 days after the cancellation.
- If you see unauthorised charges, report them to your bank immediately and reference this cancellation date.
Refunds, timelines, and what happens after you cancel
Cancelling your subscription does not automatically trigger a refund, but it does stop future charges. Understanding the timeline and your refund rights protects you from ongoing billing.
When your cancellation takes effect
In most cases, Nurx processes cancellations immediately or within one business day of your request. However, if you have a scheduled delivery or pending prescription, Nurx may allow that final shipment to proceed. Yafee advises requesting clarification from Nurx about your last billing date and final shipment date.
If your cancellation request is processed mid-month, you may still be charged for that month if Nurx operates on a calendar-based billing cycle. You can request a pro-rata refund (a refund for the unused portion of your subscription) if you cancel before the next billing date. South African consumer law does not guarantee this refund, but it is fair practice and worth requesting in writing.
Refund eligibility and claims
Nurx's refund policy is not publicly available on their website, which means you must request it in writing. As per the Consumer Protection Act, you are entitled to fair and transparent information about refunds before you agree to the subscription. If Nurx has not disclosed their refund policy, this is a breach of section 60 of the Act (duty to disclose material information).
You may be eligible for a refund if:
- You cancel within the first 7 days of a new subscription and no medication has been dispensed (though this is not automatic under South African law).
- Nurx failed to deliver your medication as promised, or delivery was unreasonably delayed.
- You were charged after your cancellation request was confirmed.
- The price was misrepresented or materially different from the quoted amount.
To claim a refund, email Nurx at [email protected] or the address listed below and include your account number, the specific charge date, the ZAR amount, and a clear explanation of why you believe a refund is owed. Request a response within 10 business days.
What to do if you are still charged after cancelling
If you see a charge from Nurx after your cancellation confirmation, this is a breach of the Consumer Protection Act section 48 (right to cancel). Take these steps immediately:
- Email Nurx support at [email protected] with the subject: "Unauthorised charge after cancellation - request for immediate refund".
- Include the date of your cancellation request, the confirmation you received, and the date of the unexpected charge.
- Request a full refund of the unauthorised charge within 7 business days.
- Cite section 48 of the Consumer Protection Act in your email.
- If Nurx does not refund you within 10 business days, lodge a complaint with the National Consumer Commission.
- Include a copy of your cancellation request, Nurx's response (or lack thereof), your bank statements, and your refund demand.
- Contact your bank and report the charge as an unauthorised transaction.
- Your bank can dispute the charge on your behalf and may issue a chargeback to Nurx.
Common mistakes to avoid when cancelling Nurx
Cancelling is straightforward once you know the pitfalls. The good news is that most cancellation issues are easily prevented with a few simple precautions.
Mistake 1: cancelling without confirming in writing
If you cancel verbally or through a live chat, you have no proof. Always request written confirmation (email or in-app) and save screenshots of every step. If a dispute arises, Nurx can deny receiving your request without documentation.
Mistake 2: assuming the app cancellation is final
Sometimes the app shows a cancellation message but does not send you a confirmation email. Check your email within 24 hours. If you do not receive confirmation, contact Nurx support directly to verify that your cancellation was processed. At Yafee, we recommend using Method 2 (email) as a backup to ensure a paper trail.
Mistake 3: not checking your account for re-activation or auto-renewal
Some telehealth platforms auto-reactivate subscriptions if you log in or refill a prescription. Log into your Nurx account one week after cancellation to confirm that your subscription is listed as inactive or cancelled. If you see it has reactivated, cancel again immediately and escalate to support.
Mistake 4: ignoring unauthorised charges
If you see a charge from Nurx after cancellation, do not ignore it. Report it to your bank within 30 days (this is the standard dispute window). The longer you wait, the harder it is to reverse the charge. Document the charge and your cancellation request side by side to show the bank the sequence of events.
Mistake 5: cancelling without exploring refund options first
Before you cancel, contact Nurx support and ask whether they offer a refund if you cancel mid-cycle. Some platforms do, and you will only know by asking. You lose nothing by making the request in writing.
Your checklist for a successful Nurx cancellation
Use this checklist to ensure you have covered every step and left no room for disputes.
| Action | Completed | Details |
|---|---|---|
| Log into Nurx account and locate subscription | ✓ | Note your account email and subscription type |
| Take a screenshot of your subscription details before cancelling | ✓ | Include the billing amount and renewal date |
| Cancel using Method 1 (app/website) or Method 2 (email) | ✓ | Use both if possible for extra security |
| Save all confirmation emails and screenshots | ✓ | Store in a folder on your computer or cloud drive |
| Verify cancellation 7 days later | ✓ | Log in and confirm subscription is inactive |
| Check bank statements for 30 days after cancellation | ✓ | Report any unexpected charges to your bank immediately |
Comparing Nurx with local alternatives in south africa
Before you cancel Nurx entirely, consider whether a local telehealth provider might better suit your needs. The table below compares Nurx with South African alternatives in terms of pricing transparency, local support, and cancellation flexibility.
| Provider | Prescription types | Billing clarity | Local support |
|---|---|---|---|
| Nurx | Birth control, PrEP, skincare | Unclear ZAR pricing; USD-based | Email only; US-based |
| Local South African GP online platforms | General prescriptions; varies by provider | Transparent ZAR pricing | South African telephone support |
| Clicks pharmacy online | Over-the-counter and prescription | Transparent ZAR pricing | South African support; established brand |
| PharmaFresh (online delivery) | Prescription and OTC | Transparent ZAR pricing | South African support; next-day delivery |
| eMocion (online GP) | General GP and specialist consultations | Transparent ZAR pricing; per consultation | South African telephone and email |
If you cancel Nurx because of currency concerns or prefer local support, Yafee recommends exploring these alternatives first. Many offer similar services with clearer pricing and faster customer support based in South Africa.
Contacting Nurx and escalation paths
If Nurx does not respond to your cancellation request or disputes your refund claim, you have a clear escalation path under South African consumer law. Yafee has helped thousands of consumers cancel subscriptions by ensuring they follow the right steps and know exactly when and how to escalate.
Nurx contact details
Primary support contact:
- Email: [email protected]
- Website: nurx.com (US-based; some South African users may access via VPN or international account)
Corporate address (for formal complaints):
- Nurx, Inc.
548 Market Street, Suite #94061
San Francisco, CA 94104-5401
United States
Alternative headquarters address:
- Nurx, Inc.
81 Langton Street, Unit 11
San Francisco, CA 94103-3959
United States
For formal complaints to be taken seriously, send a registered letter to one of these addresses with a copy to [email protected]. Include your cancellation request, all correspondence, and a clear statement of what you are claiming.
National consumer commission escalation
If Nurx ignores your cancellation or refuses a legitimate refund, file a complaint with the National Consumer Commission:
- Online: www.ncc.org.za (complaint portal)
- Email: [email protected]
- Telephone: 0860 00 6662 (Monday to Friday, 08:00 to 16:30)
- Physical address: National Consumer Commission, 4th Floor, Brooklyn Office Park, 373 Bell Street, Pretoria, 0001
The NCC investigates breaches of the Consumer Protection Act at no cost to you. Provide them with all documentation: your cancellation request (email or screenshot), Nurx's response (or lack thereof), your bank statements showing the charges, and any refund demand you have made. The NCC will contact Nurx and demand a response within 20 business days.
Final summary and next steps
Cancelling Nurx in South Africa is legally straightforward if you follow the correct procedure and document every step. You have rights under the Consumer Protection Act section 48, which entitles you to cancel your subscription and stop being charged. If Nurx refuses to honour your cancellation or disputes a fair refund, the National Consumer Commission will investigate at no cost to you.
Start by using Method 1 (in-app cancellation) or Method 2 (email) today. Take screenshots and save every confirmation. Monitor your account for seven days to ensure the cancellation has taken effect, and check your bank statements for 30 days after. If you encounter any resistance, escalate immediately with documented evidence.
Yafee has helped thousands of South African consumers cancel subscriptions successfully and reclaim refunds. Our legal team understands the Consumer Protection Act and knows exactly how to pressure international companies like Nurx into compliance. If you need further guidance or face a refund dispute, Yafee is here to support you through the process with confidence and clarity.