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Frequently asked questions
Cancel LivePlan: The Right Way to Get Your Refund
How to cancel LivePlan in south africa and claim your refund
What LivePlan is and why you might want to leave
LivePlan is a cloud-based business planning software that enables you to build financial forecasts, create investor-ready business plans, and monitor performance dashboards in real time. The platform serves entrepreneurs, accountants, and small business owners who need professional statements and compelling one-page pitches.
You may decide to cancel LivePlan for valid reasons: the software doesn't match your workflow, your business priorities have shifted, or you've adopted a different accounting platform. Whatever your reason, Yafee guides you through the cancellation process step by step, ensuring you recover any money you're owed and avoid unnecessary delays.
When cancellation makes sense
Consider cancelling if you're not using the forecasting or planning tools regularly, if the learning curve feels too demanding, or if you've migrated to another platform. LivePlan's tiered pricing structure (Standard and Premium) means you may be paying for features you don't use. Crucially, if you cancel within the first 35 days of your subscription, LivePlan offers a money-back guarantee-a genuine safeguard if the software doesn't fit your needs.
What you need to know before cancelling
Your cancellation timeline and refund eligibility depend entirely on how you subscribed. If you signed up directly through LivePlan's website, your cancellation rights differ from those who subscribed via Apple App Store or Google Play. South Africa's Consumer Protection Act (CPA) grants you strong statutory protections, particularly within a cooling-off period. Yafee recommends reviewing your billing method before you begin cancellation, so you know exactly which steps apply to you.
LivePlan pricing in south african rand
LivePlan publishes prices in USD; your local charges fluctuate with exchange rates. The table below shows approximate pricing using a conversion rate of 1 USD to 19 ZAR-always verify your billing statement for current amounts.
| Plan | Billing cycle | Approx. price (ZAR) | Key features |
|---|---|---|---|
| Standard (monthly) | Month to month | R380 per month | Step-by-step planning, lender-ready statements, full financial forecasts, one-page pitch, 500+ sample plans |
| Standard (annual) | Billed annually | R285 per month (approx.) | Same features, paid upfront for 12 months |
| Premium (monthly) | Month to month | R760 per month | Industry benchmarks, what-if scenarios, real-time dashboards, Excel export, QuickBooks and Xero sync |
| Premium (annual) | Billed annually | R570 per month (approx.) | Premium features, paid upfront for 12 months |
| Trial (free) | 7 days | Free | Full access to all features during trial period |
Understanding your billing method
If you signed up directly on LivePlan's website and pay via credit or debit card, you hold a direct subscription with LivePlan. If you signed up through Apple App Store or Google Play, your subscription is managed by those platforms, not LivePlan itself. This distinction is critical: cancellation procedures differ significantly depending on your subscription source.
Your consumer rights under south african law
South Africa's Consumer Protection Act (CPA) and the National Credit Act (NCA) protect your right to cancel and recover money under defined conditions. Understanding these rights empowers you to act decisively.
The cooling-off period and your statutory right to cancel
The CPA grants you 14 calendar days from the date you enter into a distance contract-such as an online subscription-to cancel without penalty or obligation. LivePlan's 35-day money-back guarantee exceeds this legal minimum, offering you an extended window to decide whether the software suits your business.
A distance contract is any agreement concluded between you and a supplier without both parties being physically present at the same time. Your online subscription to LivePlan qualifies as a distance contract, triggering your cooling-off rights immediately.
Your legal position
You have the right to cancel LivePlan within 14 days under the CPA, Section 5(4). If you cancel within this period, LivePlan must refund any money you've paid within 15 business days. If you're outside the 14-day cooling-off period but within the 35-day money-back guarantee, LivePlan's own terms apply. Should LivePlan refuse a refund you believe you're entitled to, you may lodge a complaint with the National Consumer Commission (NCC), South Africa's enforcement authority for consumer rights.
Refund protection for annual subscriptions
If you purchased an annual plan and cancel within 14 days, the CPA entitles you to a full refund of the annual fee. If you cancel after 14 days but before 35 days, LivePlan's money-back guarantee typically applies to the remainder of your contract. However, if you cancel after 35 days, refunds are at LivePlan's discretion, though South African consumer law may still protect you in specific circumstances-for example, if the service failed to meet the standards promised.
How to cancel LivePlan via direct website subscription
If you subscribed directly through LivePlan's website, you cancel through your account dashboard or by contacting LivePlan's support team. This method gives you clear documentation of your cancellation request.
Step 1: log into your LivePlan account
Visit the LivePlan website and sign in using your email address and password. Navigate to your account settings or subscription management area, typically found in the top-right menu under "Settings" or "Account".
Step 2: locate your subscription settings
Within your account dashboard, find the section labeled "Subscription," "Billing," or "Plan." This section displays your current plan, renewal date, and payment method. You'll see options to upgrade, downgrade, or cancel your subscription.
Step 3: initiate cancellation through the dashboard
Click the "Cancel Subscription" or "Cancel Plan" button. LivePlan will present a cancellation confirmation page asking for your reason. Select the reason that applies to you-this feedback helps LivePlan improve its service and creates a record for your cancellation.
Step 4: confirm your cancellation
Review the final confirmation screen. It will state your cancellation effective date and any refund eligibility. If you're within the 14-day cooling-off period or the 35-day money-back guarantee, the page should confirm your refund status. Click the final "Confirm Cancellation" button.
Step 5: request written confirmation
Once cancellation is complete, take a screenshot of the confirmation page or save any email confirmation LivePlan sends. If you don't receive an email within 24 hours, contact LivePlan's support team and request written confirmation of your cancellation date and refund status. This documentation protects you if a dispute arises later.
Step 6: monitor your refund
If you're eligible for a refund under the CPA (within 14 days) or LivePlan's 35-day guarantee, the refund should appear in your original payment method within 15 business days. If the refund doesn't arrive within this timeframe, contact LivePlan immediately with your cancellation confirmation and payment details.
How to cancel LivePlan via apple app store or google play
If you subscribed through your phone or tablet, Apple or Google manages your subscription, not LivePlan directly. You must cancel through the app store itself to stop recurring charges.
Cancelling on apple app store (iOS)
- Open the App Store app on your iPhone or iPad.
- Tap the profile icon in the top-right corner.
- Select "Subscriptions."
- Find and tap "LivePlan."
- Tap "Cancel Subscription" or "Edit."
- Confirm the cancellation on the final screen.
- Verify cancellation by checking the subscription status, which should update to "Cancelled" within seconds.
- Apple typically refunds unused portions of your billing period immediately, but full refunds may take 3 to 5 business days.
Cancelling on google play (Android)
- Open the Google Play app on your Android device.
- Tap your profile icon (top-right).
- Select "Payments and subscriptions," then "Subscriptions."
- Find "LivePlan" and tap it.
- Tap "Cancel subscription."
- Select your cancellation reason and confirm.
- Google will confirm the cancellation immediately. Your access typically continues until your current billing period ends, after which the subscription terminates.
- Refunds for unused time may take up to 5 business days to process.
Refund eligibility through app stores
Apple and Google apply their own refund policies, which may differ from LivePlan's 35-day guarantee. Generally, if you cancel within 24 to 48 hours of your initial purchase, you're eligible for a full refund. Beyond that window, refunds depend on the store's discretionary policy. Yafee recommends contacting Apple Support or Google Play support if a refund is refused, particularly if you cancel within 14 days under South African consumer law.
Understanding refunds and timelines
Refund timing and amounts depend on when you cancel and which billing method you used. Clarity on this process prevents frustration.
Refunds within the 14-day cooling-off period
If you cancel within 14 days of purchase, the CPA requires LivePlan or your payment processor to refund 100 percent of your fees within 15 business days. You should see the credit in your bank account or on your card statement by the 15th business day. If you don't, contact LivePlan's support team and provide your cancellation confirmation and payment details.
Refunds within the 35-day money-back guarantee
LivePlan's internal guarantee extends your protection to 35 days. If you cancel after day 14 but before day 35, you're eligible for a full refund under LivePlan's terms. LivePlan processes these refunds within 5 to 10 business days. This period is shorter than the statutory requirement, benefiting you.
Cancellations after 35 days
After 35 days, LivePlan generally does not offer refunds for the unused portion of your subscription. However, South African consumer law may still protect you. If the service failed to deliver what was promised, or if you can demonstrate material breach, you may have grounds for a complaint to the National Consumer Commission.
Annual subscription refunds
If you paid annually (typically around R3,420 for Standard or R6,840 for Premium), your refund entitlement depends on the timing of your cancellation. Within 14 days, you receive a full refund. Within 35 days, LivePlan's guarantee applies to the full annual amount. After 35 days, refunds are typically prorated-you retain charges for the months used and receive credit only for unused months. However, Yafee recommends contacting LivePlan to confirm the exact calculation before accepting a partial refund.
Common mistakes to avoid when cancelling
Cancelling a subscription can be straightforward if you sidestep these common pitfalls. Many people recover less money than they're entitled to simply because they miss a deadline or overlook documentation.
Mistake 1: delaying documentation
Don't rely on your memory of the cancellation process. Screenshot your confirmation page immediately after cancelling. If you received an email, save it or forward it to yourself with the date clearly visible. This documentation is essential if you need to file a complaint with the National Consumer Commission.
Mistake 2: cancelling on day 15 instead of day 14
The 14-day cooling-off period runs from the date you entered into the contract, not the date you first opened the software. If you signed up on 1 January, your cooling-off period ends at 23:59 on 14 January. Cancelling on day 15 forfeits your statutory right to a full refund. Mark your calendar the moment you subscribe.
Mistake 3: assuming app store cancellation stops all charges
Cancelling on Apple App Store or Google Play stops future recurring charges, but your current billing period typically runs until its end date. You retain access until that date, after which the app deactivates. This is not a failure-it's how subscription management works-but confusion about timing leads people to think their cancellation didn't work.
Mistake 4: not checking your billing statement after cancellation
After cancelling, review your next bank or credit card statement. Verify that LivePlan has not charged you again. If a charge appears after your cancellation date, contact LivePlan immediately and request a reversal. Provide your cancellation confirmation as proof.
Mistake 5: accepting a partial refund without questioning it
If LivePlan offers you only a partial refund after you cancel within 35 days, question it. You're entitled to a full refund under their guarantee. Ask LivePlan in writing why the refund is partial, and reference your cancellation date. If they refuse to adjust it, escalate the complaint to the National Consumer Commission.
After cancellation: what happens next
Once you cancel, your access to LivePlan follows a defined timeline, and your refund should process automatically. Understanding what comes next prevents unnecessary worry.
Your access after cancellation
Most commonly, your LivePlan account remains accessible until the end of your current billing period. If you paid monthly and cancelled on 15 January with a renewal date of 1 February, you retain full access until 31 January. On 1 February, LivePlan disables your account and removes access to all features. If you need to export your business plan or financial data, do so before the access end date.
Exporting your data
Before your account closes, export any critical documents. LivePlan allows you to download your business plan as a PDF, and your financial statements as Excel files. Access the export function in your account settings. If you subscribed to Premium, you can sync data to QuickBooks or Xero before cancelling, ensuring your information transfers seamlessly to your new platform.
Monitoring your refund status
Once you initiate cancellation, track the refund in your bank account or payment app. Refunds typically appear as a credit within 15 business days. If you subscribed through Apple App Store or Google Play, the refund is processed by that platform, not LivePlan, and may take 3 to 5 additional days. If 15 business days pass and you see no refund, contact LivePlan with your cancellation confirmation and request a status update.
Cancellation confirmation for your records
Retain all cancellation and refund documentation for at least two years. This includes your cancellation confirmation email, refund receipt, and bank statement showing the credit. These documents protect you if LivePlan later disputes the cancellation or if you need to escalate a complaint.
Comparison: when to keep LivePlan versus when to cancel
Before you cancel, weigh whether LivePlan delivers value for your business. The table below outlines scenarios where cancellation makes sense and where retention might be wiser.
| Scenario | Consider cancelling | Consider keeping |
|---|---|---|
| Business plan status | Completed your business plan and need annual updates only | Planning to grow, secure funding, or pitch to investors |
| Financial forecasting needs | Using QuickBooks or Xero solely for bookkeeping | Running scenario analysis, projecting cash flow, tracking KPIs |
| Monthly cost tolerance | Tight budget; R380+ per month feels excessive | Annual revenue of R500,000+; cost is 0.1 percent or less of revenue |
| Learning curve and adoption | Your team finds the interface complex or unintuitive | You've invested time; your team is confident with the platform |
| Accounting platform integration | Using a competitor platform with superior integrations | Syncing LivePlan Premium with QuickBooks saves manual work |
| Time in subscription | Within 35 days with no clear use case | Beyond 35 days if actively using forecasting or planning features |
Escalating a refund dispute with LivePlan
If LivePlan refuses a refund you believe you're entitled to, escalate your complaint through South Africa's consumer protection framework. This process is straightforward and free.
Step 1: formal written complaint to LivePlan
Send a written complaint email or letter to LivePlan, stating your cancellation date, the amount you're claiming, and the legal basis (CPA cooling-off period or money-back guarantee). Include copies of your cancellation confirmation and payment receipts. Request a response within 10 business days.
Step 2: escalate to the national consumer commission
If LivePlan doesn't respond or refuses your claim, lodge a complaint with the National Consumer Commission (NCC). The NCC is South Africa's enforcement body for consumer rights under the CPA. You can file a complaint online at www.ncc.org.za or in writing to the NCC's offices in Pretoria. The complaint is free, and the NCC investigates disputes at no cost to you.
Step 3: provide evidence
When lodging your complaint, include your cancellation confirmation, payment receipts, email correspondence with LivePlan, and any screenshots of your account or subscription status. The more documentation you provide, the stronger your case.
Key contact information for LivePlan cancellation
If you need to contact LivePlan by mail, use the following address for cancellation requests and refund inquiries:
Palo Alto Software, Inc.
44 West Broadway, Suite 500
San Francisco, California 94105
USA
Include your email address, account details, and cancellation request in your letter. LivePlan will respond within 10 business days. For urgent issues, contact LivePlan's support team directly through the app or website support portal.
Why yafee simplifies LivePlan cancellation
Navigating subscription cancellation can be confusing, especially when multiple platforms and refund policies apply. Yafee has helped thousands of consumers cancel software subscriptions, recover refunds, and understand their rights under South African law. Our guides break down complex cancellation processes into actionable steps, so you avoid mistakes and claim the money you're entitled to. Whether you're cancelling within the cooling-off period, accessing the money-back guarantee, or disputing a refused refund, Yafee grounds every recommendation in the Consumer Protection Act and provides the specific contact details and timelines you need.
Your time and money matter. Yafee ensures you recover both by walking you through cancellation with precision and clarity.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
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