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Frequently asked questions
Cancel JustAnswer: The Right Way to Reclaim Your Money
How to cancel JustAnswer in south africa and reclaim your money
Why you might want to cancel JustAnswer
You subscribed to JustAnswer expecting straightforward expert guidance, only to discover recurring monthly charges on your statement for a service you no longer use. This experience is common among South African consumers. Your decision to cancel is valid, and Yafee is here to walk you through every procedural step so you exit cleanly and recover any funds you qualify for.
Common reasons south africans cancel JustAnswer
Many users report that the quality of expert responses fell short of expectations. Others find that the automatic renewal model catches them off guard-they signed up for a single consultation but discovered the subscription renewed without explicit reminder. Some discover that free or lower-cost alternatives exist for veterinary, legal, or technical advice. Whatever your reason, you deserve a transparent cancellation path and a fair refund if you meet the legal criteria.
The cost of staying subscribed
JustAnswer typically charges monthly membership fees ranging from R50 to R200, depending on your subscription tier. If you stop using the service but forget to cancel, you will continue losing money with each billing cycle. A single overlooked subscription can cost you R600 to R2,400 per year. By acting now, you protect your bank balance and reclaim control of your spending-and Yafee helps you do this without confusion.
Your legal position under south african consumer law
South Africa's Consumer Protection Act (CPA) is your primary shield against unfair subscription practices.
What the consumer protection act says about subscriptions
The Consumer Protection Act (Act 68 of 2008) protects your right to clear information and transparent billing. Under the CPA, service providers must disclose recurring charges and renewal terms explicitly before you agree to them. Section 47 of the CPA grants you a 14-day cooling-off period for certain distance transactions-which includes online subscriptions. If JustAnswer did not make the renewal terms obvious at the point of purchase, you have grounds to dispute the charge or demand a full refund. Keep screenshots of how you purchased and any potentially misleading wording as evidence.
Your right to cancel within 14 days
If you subscribed online and cancel within 14 calendar days of your first charge, you have a statutory right to a full refund under the CPA, regardless of JustAnswer's terms and conditions. The company cannot claim that fees are non-refundable if you exercise this cooling-off right. Document the date you signed up; this date is your legal leverage. After 14 days, your ability to cancel remains absolute, but your refund eligibility depends on whether JustAnswer's disclosure was fair and whether the charge was authorised correctly.
When to escalate your complaint to the regulator
If JustAnswer refuses to refund you and you believe the charge was unfair or the renewal terms were hidden, contact the National Consumer Commission (NCC) or your provincial Consumer Goods and Services Ombud (CGSO). You can also dispute the charge directly with your bank under its chargeback or dispute resolution process, which may reverse the transaction under consumer protection rules. Gather all communications, receipts, and screenshots before you escalate. The NCC can compel JustAnswer to provide evidence that it complied with the CPA's transparency requirements.
Cancellation methods available to you
Your cancellation route depends on how you subscribed to JustAnswer.
Cancel directly on the JustAnswer website
If you subscribed through JustAnswer's website using your credit card, debit card, or bank account, you can cancel online through your account settings. This is the fastest and most direct route. Log in, navigate to your billing or subscription settings, and follow the cancellation prompt. You will receive an email confirmation; save this for your records.
Cancel through the apple app store
If you subscribed to JustAnswer via the Apple App Store on your iPhone or iPad, you must cancel through Apple's subscription settings, not through the JustAnswer app itself. Apple handles all billing and renewal for app-based subscriptions. You cannot request a refund through JustAnswer customer support for an Apple subscription-Apple alone controls the refund decision.
Cancel through the google play store
Android users who subscribed through Google Play must manage cancellation in Google's subscription settings. JustAnswer cannot process this cancellation for you, even if you request it through customer support. Google handles billing independently and will process your refund request according to its policy.
Contact JustAnswer customer support directly
If you encounter technical errors during online cancellation, cannot access your account, or need to discuss a refund, contact JustAnswer via email or in-app messaging. Keep a detailed record of all conversations-dates, names, and responses-in case you need to escalate to the NCC or your bank later.
Step-by-step: how to cancel your JustAnswer subscription
Follow the procedure that matches your subscription method.
Cancel via the website
- Log in to your JustAnswer account at justanswer.com using your email and password.
- If you forgot your password, use the "Forgot password" link to reset it before you proceed.
- Navigate to your account settings or billing section.
- Look for a "Subscription" or "Billing" tab in your profile menu.
- Locate your active subscription and select "Cancel subscription" or "Manage subscription".
- JustAnswer may ask you why you are cancelling; answer honestly to help Yafee and other consumers understand service gaps.
- Confirm your cancellation when prompted.
- The system will ask for confirmation; select "Yes, cancel my subscription".
- Receive and save your cancellation confirmation email.
- Screenshot the confirmation page and forward the email to yourself or save it offline.
- Verify on your next billing date that you were not charged.
- Check your bank statement 3-5 days after your next scheduled billing date to confirm the charge stopped.
Cancel via apple app store
- Open the Settings app on your iPhone or iPad.
- Do not open the JustAnswer app.
- Tap your Apple ID at the top of the Settings menu.
- You may need to enter your Apple ID password.
- Select "Subscriptions".
- This shows all active app subscriptions tied to your Apple ID.
- Find JustAnswer in the list and tap it.
- If you have multiple subscriptions, scroll to locate JustAnswer.
- Tap "Cancel Subscription" or "Edit" and then select "Cancel".
- Apple will confirm the cancellation date (usually the end of your current billing cycle).
- Save your cancellation confirmation.
- Screenshot the final confirmation screen showing your cancellation status.
Cancel via google play store
- Open the Google Play Store app on your Android device.
- Ensure you are using the device or Google account linked to your JustAnswer subscription.
- Tap your profile icon in the top right corner.
- This opens your account menu.
- Select "Payments and subscriptions" and then "Subscriptions".
- You will see all active subscriptions for your Google account.
- Find JustAnswer and tap it.
- Review the current renewal date and billing amount.
- Tap "Cancel subscription".
- Google may ask for feedback; provide it to help improve the service ecosystem.
- Confirm the cancellation in the dialogue box.
- Your subscription will end at the next billing cycle unless Google approves an immediate refund.
Cancel by contacting JustAnswer customer support
- Gather your account details: email address, subscription start date, and any transaction reference numbers.
- You will need these to prove your identity and subscription status.
- Send a formal cancellation email to JustAnswer's support address.
- Use the contact information in the section "JustAnswer's cancellation address" below.
- In the subject line, write: "Request to cancel subscription [Your Email Address]".
- In the email body, state clearly that you wish to cancel your subscription effective immediately.
- Include your account email, subscription start date, and reason for cancellation.
- If you are within 14 days of purchase, explicitly request a full refund under the Consumer Protection Act.
- Demand a written confirmation of cancellation.
- Do not end the email until you request written confirmation.
- Follow up within 5 business days if you do not receive a response.
- Send a second email marked "Follow-up: Urgent" and include the date of your first request.
- If JustAnswer does not cancel within 7 days of your request, escalate to the NCC or your bank.
- Retain all email correspondence as evidence of your cancellation request.
Understanding JustAnswer's pricing structure
Transparency helps you assess whether cancellation is the right move and supports your refund claim if the charges were unclear at signup.
| Subscription tier | Typical monthly cost (ZAR) | Typical questions per month | Refund eligible if cancelled within 14 days? |
|---|---|---|---|
| Basic | R50-R99 | Up to 2 | Yes, if CPA disclosure was unclear |
| Standard | R100-R149 | Up to 5 | Yes, if CPA disclosure was unclear |
| Premium | R150-R200 | Unlimited | Yes, if CPA disclosure was unclear |
| Pay-per-question (no subscription) | R20-R50 per question | No limit | N/A-no recurring charge |
| Expert subscription (varies by category) | R75-R250 | Varies | Yes, if CPA disclosure was unclear |
What happens after you cancel
Cancellation is not the end of your journey-what happens next depends on when you act and whether JustAnswer complies.
Immediate effects of cancellation
Once your cancellation is processed, you lose access to your subscription benefits (unlimited questions, priority responses, or category-specific expertise) immediately or at the end of your current billing cycle, depending on JustAnswer's policy. You retain access to your previous Q&A history. Your refund-if you qualify-will be processed to your original payment method within 5 to 14 business days. Check your bank statement carefully to confirm the reversal has arrived.
When you are not charged after cancellation
If you cancelled successfully, you should not be charged on your next billing date. Monitor your bank account or credit card statement for 5 to 7 days after your next scheduled renewal. If a charge appears after you cancelled, contact JustAnswer immediately and request a reversal. Yafee advises documenting this second charge as evidence of non-compliance if you need to escalate to the NCC.
If you are charged after cancellation
Contact your bank or card issuer immediately and report the unauthorised charge. Most South African banks allow you to dispute charges within 40 to 60 days of the transaction. Provide your cancellation confirmation email as evidence. In parallel, email JustAnswer with the subject line "Unauthorised charge post-cancellation [Transaction date and amount]" and demand an immediate refund. Keep all correspondence for your NCC escalation if needed.
Refund eligibility and timelines
Your right to a refund depends on when you cancel and whether JustAnswer met its legal disclosure obligations.
You are eligible for a refund if you cancel within 14 days
Under the Consumer Protection Act, section 47, you have the right to cancel a distance transaction (online purchase) within 14 calendar days of the transaction date and receive a full refund. JustAnswer cannot refuse this right or claim its terms override the CPA. If you cancel within this window, demand a full refund explicitly, stating: "I exercise my 14-day cooling-off right under the Consumer Protection Act, section 47."
You may be eligible for a refund after 14 days if disclosure was unfair
If you cancel after 14 days but JustAnswer failed to disclose the renewal terms clearly and prominently at the point of purchase, you may still qualify for a partial or full refund under the CPA's unfair practice provisions (section 40). The burden falls on JustAnswer to prove it complied. Document how the subscription appeared when you signed up; if the renewal terms were hidden in small print or not mentioned at all, escalate to the NCC.
Refund processing and timelines
Most payment processors and card issuers credit refunds within 5 to 14 business days. Bank transfers may take longer-up to 3 working days in South Africa. If a refund does not appear within 14 days of your cancellation, contact your bank and ask them to trace the reversal. Provide JustAnswer's transaction reference number (visible on your statement) to speed up the investigation. Yafee recommends checking your statement at least once a week during the refund window.
Common mistakes to avoid during cancellation
Cancellation is straightforward, but these errors can delay your exit or cost you money.
Mistake one: assuming the app and website are linked
If you subscribed via the Apple App Store or Google Play, do not try to cancel through the JustAnswer website or app. Apple and Google manage billing independently; only they can process your cancellation and refund. Contacting JustAnswer customer support to cancel an app subscription will not work-they will tell you to go through Apple or Google. Use the correct method for your platform from the start.
Mistake two: not documenting your cancellation
Always screenshot your cancellation confirmation page and save the confirmation email. If JustAnswer later claims you never cancelled, you have proof. Forward the email to yourself or print it. These documents are essential if you need to dispute a post-cancellation charge with your bank or escalate to the NCC.
Mistake three: forgetting to check your bank statement
Do not assume cancellation worked just because you received an email. Verify that you were not charged on your next billing date by checking your bank or card statement 5 to 7 days after that date. If a charge appears, act quickly-your bank's dispute window may close in 40 to 60 days.
Mistake four: not invoking the 14-day cooling-off right explicitly
If you cancel within 14 days, do not ask for a "refund if possible". Instead, state in writing: "I cancel my subscription and exercise my 14-day cooling-off right under South Africa's Consumer Protection Act, section 47. I expect a full refund." This legal language makes your claim harder for JustAnswer to refuse.
Mistake five: waiting too long to escalate
If JustAnswer does not refund you or does not cancel within 7 days of your request, escalate to the NCC or your bank immediately. Do not wait weeks hoping the issue resolves itself. The NCC investigates complaints and can impose sanctions on non-compliant service providers. Your bank's dispute window is also time-limited. Act within 30 days of discovering the problem for the fastest resolution.
If you want to keep JustAnswer: alternative options
If you are unsure whether to cancel, consider these alternatives first.
Pause your subscription temporarily
Some subscription platforms allow users to pause rather than cancel. Contact JustAnswer support and ask if you can suspend your account for 1 to 3 months. This keeps your account active and your data intact while stopping charges. Resume your subscription when you need expert advice again.
Downgrade to a lower tier
If you are paying for Premium but use only Basic features, contact support and request a tier downgrade. This reduces your monthly cost without losing access entirely. Yafee has helped thousands of consumers optimise their subscriptions this way, saving money while retaining essential services.
Switch to pay-per-question instead of recurring subscription
JustAnswer offers a pay-as-you-go option where you pay only for questions you ask, with no monthly recurring charge. If you rarely consult experts, this method costs less over time. Ask JustAnswer support about converting your account to this model.
How to escalate a dispute if JustAnswer refuses to cooperate
If cancellation, refunds, or communication stall, use these regulatory and banking channels.
Step one: send a formal written demand
Email JustAnswer at the address provided in the final section of this guide. Use the subject line "Formal demand for cancellation and refund [Date]". In the body, state the following clearly:
- Your account email address and subscription start date.
- The date you requested cancellation.
- The amount charged and the date of the charge.
- A demand for immediate cancellation and a full refund within 7 days.
- A notice that if JustAnswer does not comply, you will escalate to the NCC and your bank.
Send this email via a method that provides proof of delivery (e.g., registered email or email with read receipt).
Step two: dispute the charge with your bank
Contact your bank's disputes team and request a chargeback for the JustAnswer charge. Provide the following:
- Your transaction reference number (visible on your statement).
- The date and amount of the charge.
- Your cancellation confirmation email.
- Screenshot proof that you cancelled.
- A written statement explaining that JustAnswer failed to honour your cancellation request.
Your bank will contact JustAnswer and demand evidence that the charge was authorised and that you did not cancel. Most South African banks rule in the consumer's favour if you have cancellation proof and the company fails to respond within 14 days.
Step three: escalate to the national consumer commission
If your bank's dispute is rejected or JustAnswer refuses to refund, lodge a complaint with the National Consumer Commission (NCC). Visit the NCC website at www.ncc.org.za and download the complaint form, or contact them by phone. Provide:
- Your name and contact details.
- JustAnswer's details (service provider name and address from the section below).
- A detailed description of your complaint (charges, cancellation requests, refusal to refund).
- Copies of all relevant emails, screenshots, and bank statements.
- Proof that you gave JustAnswer a reasonable opportunity to resolve the matter (e.g., your formal written demand email).
The NCC can compel JustAnswer to provide evidence of compliance with the Consumer Protection Act. If JustAnswer cannot prove it disclosed renewal terms clearly, the NCC can order a refund and impose fines. Complaints to the NCC are free and usually resolved within 60 to 90 days.
Step four: contact your provincial consumer goods and services ombud
Your provincial CGSO handles consumer disputes as an alternative to or in parallel with the NCC. Contact your provincial government's consumer protection office and ask for the CGSO contact details. The process is similar to the NCC but may be faster for local complaints. Yafee recommends filing with both the NCC and CGSO simultaneously for maximum pressure on JustAnswer.
JustAnswer's cancellation address and contact details
Use these official channels to submit your cancellation request.
Primary mailing address for cancellation correspondence
JustAnswer Inc.
Covina, CA 91722
United States of America
Include "Request to cancel subscription [Your email address]" in the subject line of any letter. Allow 10 to 14 business days for postal delivery to the United States and processing time.
Alternative san francisco office address
JustAnswer Inc.
San Francisco, CA
United States of America
This address may be listed on the JustAnswer "Contact Us" or "About" page. Use this as a secondary option if the Covina address does not respond.
Online customer support contact
Log in to your JustAnswer account and use the in-app messaging feature to contact customer support. You can also submit a support ticket through the JustAnswer website at justanswer.com/contact. Retain copies of all online communications for your records.
Final summary: your path to cancellation
Cancelling JustAnswer is a consumer right protected by South African law. You have the legal foundation to cancel at any time, and the statutory right to a full refund if you cancel within 14 days of purchase or if JustAnswer failed to disclose renewal terms clearly. Follow the procedural step appropriate to your subscription platform-website, Apple App Store, or Google Play-and keep all confirmation documents. If JustAnswer resists, escalate to your bank and the NCC without delay. Yafee understands that subscription fatigue is real, and you deserve a simple exit. Visit yafee.com to explore more consumer guides, or use Yafee's resources to help others understand their cancellation rights. You are in control of your spending, and Yafee has helped thousands of South African consumers cancel unwanted subscriptions and recover their money.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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