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Frequently asked questions
Cancel Viviscal: The Right Way
How to cancel Viviscal in south africa and protect your consumer rights
What Viviscal is and why you might want to cancel
Viviscal is a dietary supplement containing marine proteins, vitamins and minerals designed to support thicker, healthier hair from within. You purchase it either as a one-time order or through a monthly subscription model, with shipments arriving directly to your door. If you've started taking Viviscal and it's not delivering the results you expected, or if your circumstances have changed, cancelling your subscription is a straightforward process grounded in your consumer rights. At Yafee, we believe you deserve clear, jargon-free guidance on how to exit any subscription without unnecessary delay or frustration.
How Viviscal subscriptions work
Viviscal sells its supplements directly through its website and via third-party retailers in select regions. When you subscribe, you agree to receive shipments on a regular schedule, typically monthly, and charges apply automatically to your payment method. Your account and billing details are managed through the Viviscal web platform. Unlike some services, Viviscal does not operate through mobile app store subscriptions (Apple App Store or Google Play) in South Africa, so you will not cancel through those channels.
Why south african consumers should understand local rights
South Africa's Consumer Protection Act (CPA) grants you specific rights when purchasing goods or services, including dietary supplements. Even though Viviscal operates from the United States, those consumer protections apply directly to you as a South African purchaser. Yafee exists to remind you that you have legal leverage, and understanding this before you cancel strengthens your position if any dispute arises with the company.
Your consumer rights under south african law
Understanding your legal standing makes the cancellation process smoother and gives you confidence if Viviscal attempts to delay or refuse your request.
Consumer protection act protections
South Africa's Consumer Protection Act (No. 68 of 2008) protects you when purchasing goods like dietary supplements. You have the right to:
- Cancel a distance transaction (online purchase) within 14 calendar days without penalty, provided you have not received the goods or accepted them.
- Receive goods of merchantable quality and fit for their stated purpose.
- Access transparent pricing and billing information before you commit to any purchase.
- Lodge a complaint with the National Consumer Commission (NCC) if a company breaches these rights.
These rights exist regardless of what Viviscal's own policy states about return windows or cancellation periods. The CPA's 14-day cooling-off period is a minimum floor, not a ceiling, and it applies to your subscription cancellation if you receive unwanted charges without authorisation.
Your legal position on billing and cancellation
If Viviscal continues to charge your payment method after you request cancellation, those charges may constitute unfair contract terms under the CPA. Section 48 of the Act protects you against hidden or unreasonable automatic renewals. You do not need to accept automatic billing as a condition of cancellation. Your right to cancel supersedes the company's automatic charging system.
What to do if Viviscal refuses your cancellation
If Viviscal ignores your cancellation request, insists you are locked into your subscription, or continues charging you after cancellation, you can escalate to the National Consumer Commission (NCC). The NCC investigates complaints about unfair contract terms and billing disputes. You can lodge a complaint online at www.ncc.org.za or call the NCC hotline for guidance. Yafee recommends keeping all email correspondence, cancellation attempts and proof of charges as evidence before you escalate your complaint.
How to cancel Viviscal through your online account
The quickest and most verifiable way to cancel is through your Viviscal account online, which creates a digital record of your cancellation and gives you immediate confirmation.
Step 1: log into your Viviscal account
Visit Viviscal.com and log into your customer account using your email address and password.
- If you have forgotten your password, click "Forgot Password" and follow the reset instructions sent to your email.
- Check your spam folder if the password reset email does not arrive within five minutes.
Step 2: navigate to your subscription settings
Once you are logged in, locate your account settings or subscription management section, typically labelled "My Account", "Subscriptions" or "Billing".
- Look for a button or link that says "Manage Subscription", "View Subscription" or "Subscription Details".
- If you cannot find this section, scroll to the bottom of the page and select "Customer Service" or "Help".
Step 3: select the option to cancel your subscription
On your subscription page, you will see options to pause, modify or cancel. Select the cancel or discontinue option.
- The system may ask you to confirm your reason for cancellation (this is optional feedback and does not affect your right to cancel).
- Do not skip this step if you see a confirmation checkbox; actively select it to finalize your cancellation.
Step 4: confirm your cancellation
Viviscal will ask you to confirm your cancellation request. Review the confirmation message to ensure it states that your subscription has been cancelled effective immediately or on a specific date.
- Take a screenshot or save the confirmation page as proof of cancellation.
- Check your email for a cancellation confirmation message from Viviscal within 24 hours.
Step 5: verify the cancellation on your statement
Monitor your bank or credit card statement over the next 30 days to confirm that Viviscal has stopped charging you.
- If a charge appears after your cancellation date, contact your bank or card issuer immediately and dispute it as unauthorised.
- Save your cancellation confirmation email and share it with your financial institution as evidence.
How to cancel Viviscal by email or phone
If you cannot access your online account or prefer written communication, you can cancel by contacting Viviscal's customer service directly.
Cancellation by email
Send a cancellation request email to Viviscal's customer service address. Include your full name, email address associated with your account, order number (if available) and a clear statement that you wish to cancel your subscription effective immediately.
- Use subject line: "Request to cancel subscription".
- Keep the email brief and factual; you do not need to provide a reason for cancellation.
- Request written confirmation of your cancellation in the email body.
Cancellation by phone
Call Viviscal's US-based customer service line. Although Viviscal operates from the United States, customer service representatives can process cancellations for South African customers.
- Have your account email, order number and payment method details ready when you call.
- Ask the representative to confirm your cancellation in writing via email immediately after the call.
- Take note of the date, time and representative's name for your records.
Step-by-step phone cancellation process
- Call Viviscal customer service on their US line (available during US business hours).
- Provide your account information when prompted.
- State clearly: "I want to cancel my subscription effective immediately."
- Ask the representative to confirm the cancellation date in writing.
- Request that a confirmation email be sent to your registered email address within 24 hours.
- End the call only after you have received written confirmation via email.
Timeline for cancellation and charges
Understanding when your cancellation takes effect helps you track whether Viviscal has honoured your request.
Immediate vs. delayed cancellation
When you cancel through the website, Viviscal typically cancels your subscription immediately, and no further charges should apply. However, if you cancel within days of your next scheduled billing date, you may see one final charge before the system processes your cancellation.
- Check your cancellation confirmation to see whether the company states "effective immediately" or "effective at the end of your current billing cycle".
- If the confirmation states a delayed cancellation date and you expected immediate cancellation, contact customer service to request an immediate cancellation.
What happens to pending shipments
If Viviscal has already shipped your order before your cancellation took effect, you have the right to refuse delivery or return it unopened within 14 days under the CPA.
- Contact customer service and inform them that the shipment arrived after cancellation.
- Request a return label and reimbursement of the shipping cost if applicable.
- Document all communication regarding the return.
Refunds and disputed charges
Viviscal should process a refund if you cancel within the CPA's 14-day cooling-off period or if charges continue after cancellation.
Refund eligibility and timeline
You are eligible for a refund if you cancel before receiving your first shipment or within 14 days of purchase, whichever applies. Viviscal should refund your payment within 30 days of your cancellation request under South African consumer law.
- If you received the product unopened, return it to Viviscal to qualify for a full refund.
- If you opened the product but cancel within 14 days, you may still be entitled to a refund under the CPA, even if Viviscal's policy states otherwise.
Disputing unauthorized charges
If Viviscal continues to charge your card after you cancel, contact your bank or card issuer and dispute the charge as unauthorised. Provide your cancellation confirmation email as evidence.
- Your bank can issue a chargeback on your behalf and reverse the unauthorised charge within 120 days of the transaction.
- Inform Viviscal in writing that you have disputed the charge and that further charges will be reported to the NCC.
How to request a refund from Viviscal
Send a formal refund request email to Viviscal customer service if no refund appears within 30 days of cancellation. State your order number, cancellation date and the amount you expect to be refunded.
- Request confirmation of the refund date and method (credit card or bank transfer).
- If Viviscal does not refund within 14 additional days, escalate to the NCC with copies of all correspondence.
Pricing and cost comparison
Understanding Viviscal's pricing structure helps you confirm you are being charged correctly and calculate the cost of cancellation.
| Plan type | Monthly cost (ZAR) | Typical shipping cost | Cancellation fee | Refund eligible |
|---|---|---|---|---|
| Monthly subscription | R 499 - R 599 | R 80 - R 150 | None (CPA protected) | Yes (within 14 days) |
| One-time purchase | R 499 - R 699 | R 80 - R 150 | Not applicable | Yes (within 14 days) |
| Multi-month subscription (3-month commitment) | R 1,299 - R 1,599 | Included | None (CPA protected) | Yes (early cancellation) |
Viviscal does not advertise explicit cancellation fees, and under South African consumer law, the company cannot charge you a penalty for cancelling within the statutory cooling-off period. If Viviscal attempts to charge a cancellation fee, that fee is likely unenforceable under the CPA.
Common mistakes when cancelling Viviscal
Cancelling your subscription is straightforward, but avoiding these errors ensures your cancellation sticks and protects your consumer rights.
Mistake 1: not confirming cancellation in writing
If you cancel over the phone, always request written confirmation via email. A verbal cancellation leaves no evidence if Viviscal claims you never requested it and continues charging your card.
- Without written proof, disputing charges with your bank becomes harder.
- Always insist on an email confirmation before ending a phone call.
Mistake 2: assuming automatic billing has stopped
Do not assume your subscription has been cancelled based on the website alone. Monitor your bank statement for at least 60 days after cancellation to confirm that charges have ceased.
- Viviscal's system may have a processing delay, and charges scheduled before your cancellation may still appear.
- If a charge appears after your confirmed cancellation date, dispute it immediately with your bank.
Mistake 3: ignoring the cooling-off period
The CPA grants you 14 days to cancel without penalty. If you wait longer and then try to cancel, you may have reduced legal grounds for a refund (although you can still cancel the subscription itself).
- If you are unhappy with Viviscal, initiate cancellation within 14 days of purchase to maximise your refund eligibility.
Mistake 4: not escalating to the NCC
If Viviscal refuses to cancel or continues billing you, do not simply accept it. The National Consumer Commission exists to enforce your rights. Filing a complaint costs nothing and can compel Viviscal to refund unauthorised charges.
- Visit www.ncc.org.za to lodge a formal complaint if Viviscal breaches your consumer rights.
After you cancel: what happens next
Cancellation is only the beginning. Here is what you should expect and monitor in the weeks following your request.
Confirmation and receipt
Within 24 to 48 hours of cancelling, Viviscal should send you a confirmation email stating that your subscription has been cancelled. If you do not receive this email, contact customer service and request it in writing.
- Save this email in a dedicated folder for your records.
- If the email is delayed beyond 48 hours, send a follow-up enquiry to Viviscal's customer service.
Monitor your billing for 60 days
Check your bank or credit card statement weekly for 60 days after cancellation to confirm that no further charges appear.
- If a charge appears, note the date and amount immediately.
- Contact your bank and dispute the charge within the same month it appears (typically 120 days from the transaction date).
Request proof of cancellation if needed
If you face any dispute with Viviscal or your bank regarding future charges, you can request a formal cancellation certificate from Viviscal customer service. This document proves the date on which your subscription ended.
- Send a formal request email with your account details and ask for written proof of cancellation in PDF format.
When to escalate to the national consumer commission
If Viviscal breaches your consumer rights, Yafee recommends escalating to the NCC, South Africa's official enforcement body for consumer protection.
Grounds for NCC escalation
You should lodge an NCC complaint if Viviscal:
- Continues charging your payment method after you cancel.
- Refuses to process your cancellation request.
- Claims you are locked into a contract that violates the CPA's cooling-off period.
- Fails to refund you within 30 days of a valid cancellation request.
- Charges you a cancellation fee (which is unenforceable under the CPA).
How to file an NCC complaint
Visit www.ncc.org.za and select "Lodge a Complaint". Provide your account details, a summary of the issue, copies of all email correspondence and cancellation confirmations, and the amount of any disputed charges.
- The NCC will assign a case number and investigate within 30 days.
- Keep the case number for your records and reference all future communications with Viviscal using this number.
Contact information for Viviscal cancellation
Use these contact methods to cancel your subscription or pursue refunds and dispute resolution.
Primary cancellation contact methods
Viviscal does not maintain a dedicated South African office, and all customer service is managed from the United States. Nevertheless, South African customers can access the same support channels as international users.
| Contact method | Details | Response time | Best for |
|---|---|---|---|
| Online account cancellation | Log in to viviscal.com and navigate to Subscription Settings | Immediate confirmation | Fastest and most verifiable option |
| Email support | Send cancellation request to Viviscal customer service email | 24-72 hours | Written record of cancellation request |
| Phone support | Call Viviscal US-based customer service line (US hours) | Immediate but time-zone dependent | Urgent cancellations or account clarification |
| NCC escalation | Lodge complaint at www.ncc.org.za | 30 days investigation period | If Viviscal refuses to cancel or refund |
Important: no local south african office
Viviscal does not operate a physical office or local customer service centre in South Africa. All cancellations and refunds are processed through its US-based system. This does not reduce your consumer rights. Yafee emphasises that you remain fully protected by the CPA even though the company is overseas. If you face difficulties, the NCC can enforce your rights against international companies serving South African consumers.
Summary and next steps
Cancelling Viviscal is straightforward when you follow the correct legal framework and procedural steps. Your cancellation is protected by South Africa's Consumer Protection Act, which grants you the right to cancel within 14 days without penalty and to dispute any unauthorised charges. The fastest method is to cancel through your online Viviscal account, which creates an immediate digital record. If you encounter any resistance, you have a clear escalation path to the National Consumer Commission, which enforces consumer rights against companies that breach the CPA.
Yafee has helped thousands of consumers cancel subscriptions, claim refunds and resolve billing disputes by arming them with knowledge of their legal rights. Whether you are unhappy with results, experiencing financial hardship or simply no longer need the product, your right to cancel is absolute. Document every cancellation attempt, keep all confirmation emails and monitor your statement for 60 days. If Viviscal continues to charge you after cancellation, dispute the charges with your bank and lodge a formal complaint with the NCC at www.ncc.org.za. With these steps in place, you can cancel with confidence and protect your consumer rights under South African law.