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Frequently asked questions
Cancel Nutrimate: The Right Way
How to cancel your Nutrimate subscription and claim your refund in south africa
What Nutrimate is and why you might want to cancel
Nutrimate is a subscription-based health and wellness application that delivers personalised meal plans, nutrition tracking and dietary guidance directly to your smartphone or web browser. You access the service through web subscription, Apple App Store or Google Play, depending on your preferred platform. The app provides tailored nutritional advice and meal planning tools designed to support your dietary goals.
You may be cancelling because the meal plans no longer suit your lifestyle, the monthly cost no longer fits your budget, or you have found an alternative service that better meets your needs. Whatever your reason, Yafee is here to guide you through the cancellation process efficiently so you do not lose money to unwanted renewals or hidden charges.
How Nutrimate charges you
Nutrimate operates on an auto-renewal model. Your payment renews automatically on your billing anniversary unless you cancel before that renewal date arrives. The platform uses three distinct billing channels: direct web subscriptions, Apple App Store purchases and Google Play purchases. This separation matters significantly because each channel has its own cancellation procedure, and Nutrimate does not control refunds issued through App Store or Play Store transactions. Your refund request must follow the rules of the platform you used to purchase.
Why cancellation timing is critical
Most subscriptions renew automatically, and Nutrimate follows this model without exception. If you cancel after your renewal date has passed, you will be charged for another billing cycle. Yafee recommends cancelling at least 24 hours before your renewal date to avoid an unwanted charge. Log into your Nutrimate account now and check your subscription settings to locate your exact renewal date. Record this date in writing so you have a clear deadline to work toward.
Your consumer rights in south africa under the consumer protection act
South Africa's Consumer Protection Act (CPA) gives you legal protection when dealing with subscription services like Nutrimate, and understanding these rights puts you in a stronger position if the company refuses to refund you or makes cancellation deliberately difficult.
Cooling-off period and your right to cancel
Under Section 16 of the CPA, you have the right to cancel distance contracts (including digital subscriptions) within 14 calendar days of purchase without penalty or explanation. This cooling-off period applies specifically to your first subscription with Nutrimate. You do not need to provide a reason for your cancellation, and the company must refund you in full within 15 business days if you submit a valid cancellation request within this 14-day window.
After the 14-day cooling-off period expires, your right to cancel depends on the terms and conditions you agreed to when you purchased your subscription. However, the CPA also protects you against unfair contract terms under Section 48. If Nutrimate's cancellation process is deliberately hidden, obscured or made unreasonably difficult to access, that constitutes an unfair trading practice under Section 41 of the CPA, and you can lodge a complaint with the regulator.
Your legal position
You have the statutory right to cancel any distance contract within 14 days of purchase without penalty under Section 16 of the Consumer Protection Act. After 14 days, your cancellation rights depend on Nutrimate's contract terms, but the company cannot make cancellation deliberately difficult or hidden. If they do, you can report them to the National Consumer Commission (NCC) at no cost to yourself.
Right to refund and dispute resolution
If Nutrimate charges you after you have cancelled, or refuses to process a valid cancellation request, you can lodge a complaint with the National Consumer Commission (NCC) free of charge. The NCC investigates complaints and can force the company to refund you plus pay damages for loss or inconvenience. You also have the right to approach the National Credit Regulator if the issue involves credit facilities or payment disputes.
Keep all cancellation confirmations, emails, screenshots and receipts as evidence. Yafee advises documenting every step of your cancellation attempt so you have proof if a dispute arises later. Store these documents in a folder on your computer or cloud service that you can access quickly if Nutrimate denies receiving your cancellation request.
How to cancel your Nutrimate subscription by platform
Your cancellation method depends entirely on where you purchased your subscription, so follow the correct steps for your specific platform to ensure auto-renewal stops immediately and you receive any refund due to you.
Cancel a web subscription (direct purchase via Nutrimate)
If you purchased your Nutrimate subscription directly on the website or app using your payment card, you cancel through Nutrimate's own account settings without involving a third party.
- Open the Nutrimate app or navigate to the Nutrimate website in your web browser
- If using the app, tap the menu icon (three horizontal lines) in the top left or bottom right corner
- If using the web version, look for Account, Profile or Settings in the top navigation menu
- Log in with your email address and password if you are not already signed in
- Find your Subscription or Billing settings
- This may be labelled as "My Subscription", "Subscription Settings", "Plans" or "Billing"
- Scroll down if the option is not immediately visible on the first page
- Select your active subscription and tap "Cancel Subscription" or "Cancel Plan"
- Read any exit survey or feedback form that appears; this step is usually optional but Nutrimate may display promotional offers to keep you as a customer
- Confirm your cancellation by tapping the final "Confirm Cancellation" button
- A confirmation message will appear on screen; take a screenshot of this message immediately
- Check your email for a cancellation confirmation from Nutrimate within 2 hours; forward this email to yourself as a backup and save it offline
Cancel an apple app store subscription
If you purchased your Nutrimate subscription through the Apple App Store, you must cancel through Apple's own subscription management system, not through the Nutrimate app itself. Apple controls all App Store refunds and cancellations.
- Open the Settings app on your iPhone, iPad or Mac
- Tap your name at the top of the Settings menu
- Select "Subscriptions" (on Mac, select "Media and Purchases" first, then "Subscriptions")
- Find and tap "Nutrimate" in the list of active subscriptions
- Tap "Cancel Subscription" or "Edit Subscription"
- Confirm your cancellation by selecting the final confirmation prompt
- Apple will display a confirmation message; take a screenshot immediately
- Apple will send a cancellation confirmation to your email address registered with your Apple ID within a few minutes; save this email as proof
If you purchased your subscription more than 14 days ago and Apple has already charged you for the next billing cycle, you can request a refund directly from Apple. Open the App Store app, tap your profile icon, select "Purchased", find Nutrimate, tap the three dots next to it and select "Report a Problem". Explain that you cancelled but were charged after your cancellation, and Apple will review your request within 48 hours.
Cancel a google play subscription
If you purchased your Nutrimate subscription through Google Play (Android), you cancel through Google's subscription management system. Google controls all Play Store refunds and cancellations independently of Nutrimate.
- Open the Google Play Store app on your Android phone or tablet
- Tap the profile icon in the top right corner
- Select "Manage subscriptions" or "Payments and subscriptions"
- Find and tap "Nutrimate" in your list of active subscriptions
- Tap "Cancel subscription" or "Unsubscribe"
- Google will ask you to confirm your cancellation and may show you a final offer to stay; ignore this and confirm your cancellation
- A confirmation message will appear on screen; take a screenshot of this message
- Google will send a cancellation confirmation to your email address within a few minutes; save this email as your proof of cancellation
If you were charged after cancelling, you can request a refund from Google Play within 48 hours of the charge. Open the Play Store app, tap your profile icon, select "Payments and subscriptions" then "Billing history", find the Nutrimate charge and tap the three dots next to it. Select "Report a problem" and explain that you cancelled but were still charged. Google reviews these requests within 24 to 48 hours.
Understanding nutrimate's pricing and billing cycles
Knowing what you are paying and when you are being charged helps you plan your cancellation timing accurately and ensures you do not lose money to unwanted renewals.
| Billing frequency | Typical cost (approximate ZAR) | When auto-renewal occurs | Cancellation deadline |
|---|---|---|---|
| Monthly | R99-R149 | Same date each month | 24 hours before renewal date |
| Quarterly | R249-R349 | Every 3 months | 24 hours before renewal date |
| Annual | R899-R1,299 | Once per year | 24 hours before renewal date |
| Free trial | R0 (then renewal cost applies) | At end of trial period | Before trial end date |
If you signed up for a free trial, your first charge will occur on the day your trial period ends. Yafee recommends setting a phone reminder for one week before your trial end date so you do not forget to cancel if you decide not to continue. The longer your billing cycle (annual plans cost more per year but less per month), the more important it is to cancel early if you change your mind.
What happens immediately after you cancel
Understanding what occurs right after cancellation removes confusion and helps you track whether your cancellation has been processed correctly.
Access to your account after cancellation
When you cancel your subscription, Nutrimate typically keeps your account active until the end of your current billing period. If you cancel on day 10 of a 30-day cycle, you retain access to meal plans and tracking tools until day 30. On day 31, your access stops automatically and you cannot log in. You do not lose access immediately when you click "Cancel".
This final period allows you to export your nutrition data, take screenshots of meal plans you like, or note recipes before your subscription expires. After your subscription ends, you cannot recover this data, so download or save anything you wish to keep.
Refunds and credit notes
If you cancel within the 14-day cooling-off period, Nutrimate must refund you in full. The refund timeline depends on your payment method. Direct bank transfers typically appear in your account within 5 to 10 business days. Credit card refunds take 7 to 14 business days because your bank processes the reversal. App Store or Play Store refunds are handled by Apple or Google and may take 3 to 7 additional days.
If you cancel after 14 days, whether you receive a refund depends on Nutrimate's terms and conditions. Some services offer pro-rata refunds (a partial refund for unused days), while others do not. Check your subscription terms or contact Nutrimate's customer support in writing to clarify their refund policy for post-trial cancellations. Yafee advises keeping this written response as evidence if a dispute arises later.
Confirmation and record-keeping
Within 2 hours of cancellation, you should receive a confirmation email from Nutrimate or from the app store you used (Apple or Google). If you do not receive this email, log back into your account and take a screenshot of your subscription status showing "Cancelled" or "Inactive". This screenshot serves as proof of cancellation if Nutrimate later charges you by mistake.
Create a folder on your computer or cloud storage (Google Drive, OneDrive or Dropbox) and save all cancellation-related documents there. Include the confirmation email, screenshots of the cancellation page, your bank or credit card statement showing when the charge stopped, and any correspondence with Nutrimate's customer support. This documentation protects you if you need to escalate a complaint to the National Consumer Commission.
Common mistakes to avoid when cancelling
Cancelling a subscription is straightforward, but a few common errors can delay your cancellation or leave you exposed to unexpected charges, so take care to avoid these pitfalls.
Mistake one: confusing "pause" with "cancel"
Some apps offer the option to pause your subscription for a set period (typically 1 to 3 months) without cancelling it completely. A paused subscription still auto-renews at the end of the pause period, and you will be charged again unless you cancel before that date. If your goal is to stop the subscription permanently, select "Cancel", not "Pause". Pausing is only useful if you intend to return to the service later.
Mistake two: cancelling only in the app without cancelling with the app store
If you purchased through Apple App Store or Google Play, cancelling through the Nutrimate app alone is not sufficient. You must cancel through the App Store or Play Store system itself, or your subscription will continue to auto-renew. Cancelling in one place does not automatically cancel in the other. If you are unsure which platform you used, check your email for the original purchase receipt and follow the cancellation steps for that store.
Mistake three: cancelling too late in the billing cycle
If you cancel after your renewal date has already passed (for example, cancelling on day 32 of a 30-day billing cycle), you will be charged for the new cycle and you cannot recover that charge. Always cancel at least 24 hours before your renewal date. If you cannot find your renewal date, contact Nutrimate's customer support in writing and ask them to provide it. Do not rely on memory.
Mistake four: not saving proof of cancellation
Nutrimate, Apple and Google sometimes experience system delays or errors that can result in duplicate charges or failed cancellation processing. If you do not have proof that you cancelled (screenshot, confirmation email, or written confirmation), it becomes your word against the company's if they later deny receiving your cancellation request. Screenshot every confirmation screen, save every confirmation email and keep these files offline in a dedicated folder.
Mistake five: assuming a free trial cancels automatically
Free trial subscriptions do not cancel automatically at the end of the trial period. You must cancel manually before your trial ends, or you will be charged for the first paid billing cycle. Set a phone reminder for 3 days before your trial end date so you have time to cancel if you decide not to continue. This single step prevents most unwanted charges associated with free trials.
If Nutrimate refuses to cancel or refund you
If you have followed the correct cancellation steps but Nutrimate refuses to cancel your subscription, charges you after you have cancelled, or denies receiving your cancellation request, you have legal recourse under South African consumer law.
Step one: contact Nutrimate in writing
Send an email to Nutrimate's customer support team explaining that you cancelled your subscription on [date] and requesting immediate confirmation that your subscription has been cancelled. Ask them to confirm your current subscription status, your next renewal date (if still active), and any refunds due to you. Keep a copy of this email and their response.
Step two: escalate to the national consumer commission
If Nutrimate does not respond within 5 business days, or if they refuse your cancellation request without a valid reason, you can lodge a formal complaint with the National Consumer Commission (NCC). The NCC is the statutory body that enforces the Consumer Protection Act and investigates complaints at no cost to you.
To lodge a complaint with the NCC, visit www.ncc.org.za or contact them by email at [email protected]. Provide your name, Nutrimate subscription details, proof of cancellation (screenshots, emails, bank statements), and a summary of what happened. The NCC will investigate within 30 days and can force Nutrimate to refund you plus pay damages for loss or inconvenience.
Step three: contact your bank or card issuer
If Nutrimate continues to charge you after cancellation, contact your bank or credit card issuer and request a chargeback (reversal of the charge). Provide your bank with your cancellation confirmation as proof that you cancelled. Your bank can reverse charges made after your cancellation date and will conduct an investigation on your behalf. This process typically takes 30 to 60 days but is effective at recovering unwanted charges.
Checklist: making sure your cancellation is complete
Use this checklist after you cancel to confirm that your cancellation has been processed correctly and that you are not at risk of unexpected charges.
- Identify which platform you used to purchase (Nutrimate website, Apple App Store or Google Play)
- Log into your Nutrimate account and confirm your subscription status shows "Cancelled" or "Inactive"
- Log into the app store (if applicable) and confirm your subscription is listed as cancelled there too
- Check your email for cancellation confirmation from Nutrimate or the app store within 2 hours
- Screenshot the cancellation confirmation screen and save it in a folder on your computer
- Forward the cancellation confirmation email to yourself and save it as an offline file (PDF or plain text)
- Check your bank or credit card statement 5 days later to confirm no new charge has been processed
- If a charge appears after cancellation, contact your bank immediately to request a reversal
- Save all documentation (screenshots, emails, bank statements, customer service replies) for at least 6 months in case you need to file a complaint with the National Consumer Commission
Nutrimate contact details and escalation address
If you need to reach Nutrimate directly to confirm your cancellation or to escalate a complaint, use the following details. Yafee recommends sending all communications in writing (email or registered letter) so you have a written record.
Nutrimate Wellness Private Limited
Registered office: [Contact details for escalation to be added by provider]
Email: [Customer support email to be added by provider]
Phone: [Customer support phone to be added by provider]
If Nutrimate does not respond to your cancellation request within 5 business days, escalate your complaint to the National Consumer Commission (NCC) at www.ncc.org.za or [email protected]. The NCC enforces the Consumer Protection Act and has the power to order Nutrimate to refund you and pay damages.
Summary: why cancelling your Nutrimate subscription is straightforward with the right guidance
Cancelling your Nutrimate subscription is a simple process once you identify your purchase platform (Nutrimate website, Apple App Store or Google Play) and follow the correct steps for that platform. The key to avoiding unwanted charges is to cancel at least 24 hours before your renewal date and to save proof of your cancellation immediately.
You have strong legal protection under South Africa's Consumer Protection Act. Within 14 days of purchase, you can cancel without penalty and receive a full refund. After 14 days, your cancellation rights depend on Nutrimate's contract terms, but the company cannot make cancellation deliberately difficult or hidden. If they do, you can report them to the National Consumer Commission free of charge.
Yafee has helped thousands of consumers cancel health and wellness subscriptions quickly and securely, ensuring they do not lose money to unexpected renewals or hidden fees. By following the platform-specific steps outlined above, documenting your cancellation with screenshots and emails, and knowing your legal rights under the Consumer Protection Act, you take full control of your subscription and protect yourself against future charges. Cancel today with confidence.