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Cancel Lunaq: Your Step-by-Step Guide
How to cancel Lunaq in south africa and reclaim control of your subscription
What Lunaq is and why cancellation matters now
Lunaq is a cloud-based feedback management platform that helps South African businesses collect, analyse and visualise customer insights in real time. The service consolidates customer responses into a single dashboard, identifies sentiment trends and generates stakeholder reports without manual spreadsheet work. If your organisation no longer requires structured feedback analytics, has switched to a competitor platform or faces budget constraints, cancelling your subscription is a straightforward process governed by South African consumer law.
Understanding your cancellation rights protects you from hidden fees, automatic renewals and unreasonable lock-in clauses. This guide walks you through every step, grounding your position in the Consumer Protection Act (CPA) and providing clear, actionable procedures you can execute today.
The Lunaq platform explained
Lunaq operates as Software as a Service (SaaS), meaning you access the platform via web browser or mobile app on a subscription basis. The platform serves marketing teams, product managers and customer success departments that depend on continuous feedback loops. You pay a recurring fee (typically monthly or annual) in South African Rand (ZAR) to maintain access. Once you cancel, your account loses access within the agreed notice period, though you can usually export your historical data before termination takes effect.
Common reasons to cancel Lunaq
Your business may outgrow Lunaq if you have switched to alternative feedback tools such as Qualtrics, Typeform or SurveySparrow, downsized your customer insights team, or determined that the subscription cost no longer justifies the value received. Budget cuts, organisational restructuring or a strategic shift towards different analytics platforms are all legitimate grounds for cancellation. Whatever your reason, Yafee understands that ending a digital subscription should be transparent, penalty-free and documented in writing.
Your consumer rights under south african law before you cancel
South African consumer protection legislation creates enforceable rights you hold as a Lunaq subscriber.
What the consumer protection act guarantees you
The Consumer Protection Act No. 68 of 2008 (CPA) requires that all suppliers of goods and services, including digital platforms like Lunaq, comply with strict obligations. Your subscription must be supplied with reasonable care and skill, match the description provided at purchase and be fit for the purpose advertised. If Lunaq fails to deliver the functionality, uptime or support levels promised in your contract, you have grounds to request a refund, account credit or cancellation without early-termination penalties.
Furthermore, the CPA mandates that service providers disclose all material terms upfront before you commit financially. Hidden fees, compulsory auto-renewal without explicit written consent and unreasonable lock-in periods are unfair contract terms that breach South African law. If Lunaq's terms contain such clauses, you can dispute them and escalate to the National Consumer Tribunal.
The National Credit Act No. 34 of 2005 (NCA) also applies if your Lunaq subscription involves credit facilities or deferred payment arrangements. In accordance with NCA provisions, you have the right to settle your debt early without penalty, provided the contract does not prohibit this.
Your legal position on cancellation
Your legal position: You have an unconditional right to cancel your Lunaq subscription at any time. South African consumer law does not permit indefinite lock-in periods or penalties for exercising your cancellation right, unless you have knowingly agreed to a defined contract term (for example, a 12-month fixed rate). Even if a fixed term applies, you can cancel upon expiry without renewal automatically occurring. If Lunaq refuses to cancel your account, demands a penalty without contractual grounds or fails to respond to your cancellation request within 10 business days, you can lodge a formal complaint with your provincial consumer protection office or the National Consumer Tribunal.
Escalation paths if Lunaq refuses to cancel
If Lunaq fails to process your cancellation or disputes your request, you have two formal escalation routes. First, lodge a complaint with the National Consumer Commission (NCC), which enforces the CPA across South Africa. The NCC investigates breaches and can order Lunaq to cancel your account and refund fees paid unfairly. Second, contact your provincial consumer protection office (each province has a dedicated office) to file a complaint and request mediation. Document every email, cancellation request, billing statement and response from Lunaq support, as written evidence strengthens your position if escalation becomes necessary. Yafee recommends keeping screenshots of account access attempts and payment confirmations for the duration of your dispute.
Cancellation methods available to you
Lunaq provides multiple cancellation routes depending on your account status and access level.
Self-service cancellation through your account dashboard
The fastest and most transparent method is to cancel directly within your Lunaq account settings. This approach generates an instant confirmation number, leaves a system-recorded timestamp and ensures Lunaq cannot later claim they did not receive your request. Self-service cancellation typically takes effect immediately or after a notice period specified in your contract (usually 7 to 30 days).
Email-based cancellation as a fallback option
If you cannot access your account, the self-service cancellation button does not appear or your account has been suspended, you can request cancellation via email to Lunaq's support team. Email cancellation is slower but creates a documented paper trail. Lunaq must respond to your email within 10 business days in accordance with the CPA. Send your email from the address linked to your account and include your full name, account ID and the date your cancellation request was submitted.
In-app cancellation for mobile users
If you primarily use the Lunaq mobile app (available on iOS and Android), you may also initiate cancellation through the app's settings menu. Navigate to account settings, select subscription management and choose the cancellation option. This method generates the same legal confirmation as web-based cancellation.
How to cancel Lunaq step by step
Follow these procedural steps to cancel your Lunaq subscription cleanly and capture proof of your request for your records.
Step one: sign into your Lunaq account
- Visit the Lunaq login page on your web browser or open the mobile app.
- Enter the email address registered to your account.
- Enter your password. If you have forgotten your password, click "Forgot password" and reset it via the email link before proceeding.
- Enable two-factor authentication if prompted (this step adds security and prevents unauthorised access to your data before cancellation).
Step two: locate your subscription or billing settings
- Once logged in, navigate to the main menu or settings section (usually a gear icon or "Settings" label in the top right corner or left sidebar).
- Look for a section labelled "Billing," "Subscription," "Account" or "Plans."
- If you cannot find this section, use the in-app search function to type "subscription" or "billing."
- On the Lunaq mobile app, swipe to the left or tap the menu icon and select "Account Settings" or "Subscription."
Step three: review your current subscription details
- Once in your subscription section, you will see your current plan (for example, "Professional Monthly" or "Enterprise Annual"), billing cycle (monthly or annual) and next billing date.
- Take a screenshot of this page for your records.
- Note the date your subscription renews so you understand when cancellation takes effect.
- Check whether you are within a fixed contract term or on a rolling monthly subscription.
Step four: locate and click the cancellation button
- In your subscription details section, look for a button or link labelled "Cancel subscription," "Cancel plan," "Downgrade" or "End subscription."
- This button is typically displayed below your current plan details or at the bottom of the subscription management page.
- If you see only a "Change plan" or "Upgrade" button, click it to access plan management, then select the option to cancel or downgrade to a free tier if available.
- On mobile, scroll down to find the cancellation option below your billing details.
Step five: confirm your cancellation and document the confirmation
- Click the cancellation button. Lunaq will present a confirmation screen asking whether you want to proceed.
- Lunaq may ask you to state a reason for cancellation (optional, but answering helps improve their service and documents your decision).
- Select "Confirm cancellation" or "Yes, cancel my subscription."
- Your screen will display a confirmation message with a reference number (for example, "Cancellation confirmed. Reference: CXL-2024-789456").
- Take a screenshot of this confirmation message immediately.
- Lunaq will send a confirmation email to your registered email address within one business day.
- Check your inbox (and spam folder) for this email.
- Forward this email to yourself or save it to a separate folder labelled "Lunaq Cancellation" so you retain proof of your cancellation request.
Step six: verify your cancellation and check your billing
- Log back into your Lunaq account 24 hours after cancellation to confirm the account status has changed to "Cancelled" or "Pending cancellation."
- If your subscription shows as active, email Lunaq support immediately with your cancellation reference number.
- Contact details for Lunaq support can be found at the bottom of their website or in your confirmation email.
- Monitor your payment method (credit card, bank account or other method linked to your Lunaq account) to confirm that no further charges appear after your cancellation effective date.
- If Lunaq continues to charge you after the cancellation date, contact your bank or payment provider immediately and file a chargeback or payment dispute if necessary.
- Simultaneously, escalate the charge to Lunaq support with your cancellation confirmation number as evidence.
Step seven: if self-service cancellation fails, use email escalation
- If the self-service cancellation button does not appear, remains inactive or your account cannot be accessed, send a formal cancellation email to Lunaq support.
- Use the email address registered to your Lunaq account.
- Address your email to "[email protected]" or the support email listed on Lunaq's website (check the "Contact us" or "Help" page).
- Include the following information in your email subject line: "Cancellation Request - [Your Full Name] - Account [Your Account ID or Email]."
- In the body of your email, state clearly: "I request immediate cancellation of my Lunaq subscription effective [date, typically the current date or within 7 days]. Please confirm cancellation in writing within 5 business days."
- Attach or reference any screenshots, confirmation numbers or payment statements relating to your account.
- Send the email and retain a copy for your records.
- Lunaq must respond within 10 business days in accordance with the Consumer Protection Act.
- If Lunaq does not respond or refuses to cancel, escalate to the National Consumer Commission with your email, the date sent and Lunaq's failure to respond as evidence.
Pricing and billing impact of cancellation
Understanding how cancellation affects your billing cycle protects you from unexpected charges and ensures you receive any refund owed.
| Billing scenario | Cancellation effect | Refund eligibility |
|---|---|---|
| Monthly subscription with 7 days until renewal | Cancellation takes effect immediately; no charge on renewal date | No refund if service was delivered; refund due if service failed or was not fit for purpose |
| Annual subscription cancelled mid-year | Account access typically ends immediately or at end of billing month (check your contract) | Refund for unused months pro-rated if South African consumer law applies and contract permits; some providers deduct cancellation fees |
| Annual subscription within first 30 days | Cancellation takes effect immediately | Full refund minus reasonable admin fee (max 10% of subscription cost) if consumer changed mind; full refund if service failed |
| Free trial cancelled before charge | No charges applied | N/A - no payment made |
| Suspended account due to non-payment | Cancellation completes the termination; outstanding balance remains due | No refund; outstanding balance may be escalated to debt collection |
Refunds and credit balances after cancellation
South African consumer law entitles you to a refund or credit if you have paid for services not yet delivered.
When you qualify for a refund
You qualify for a refund in the following circumstances: if you cancel within 30 days of your first payment and have changed your mind (Lunaq may deduct a reasonable administration fee, not to exceed 10% of the subscription cost); if Lunaq failed to deliver the service as advertised or promised; if the platform was unfit for purpose or did not meet the standard of care required by law; if you cancel an annual subscription mid-year and your contract permits pro-rata refunds for unused months. Consequently, if you paid for a year of Lunaq upfront and cancel after 6 months, you are entitled to claim a refund for the unused 6 months less any early-termination clause permitted by law.
How to claim a refund
- After your cancellation is confirmed, email Lunaq support with the subject line "Refund claim - [Your account email]."
- Attach your cancellation confirmation email and a copy of your final invoice.
- Specify the reason for your refund claim (for example, "Service not fit for purpose" or "Unused months on annual plan").
- Include the amount you are claiming and your preferred refund method (credit card reversal, bank transfer or account credit).
- Request written confirmation of their refund decision within 10 business days.
- If Lunaq refuses your refund claim or fails to respond within 10 business days, escalate to the National Consumer Commission with copies of your claim email and Lunaq's response (or lack thereof).
- The NCC can order Lunaq to refund you if your claim is valid under the CPA.
- Include your bank statements or payment records showing the charge and its date.
What happens after your Lunaq cancellation
Taking these steps after cancellation ensures a clean break and protects your data.
Data export and account security
Before your account access terminates, export your historical feedback data, reports and insights. Lunaq typically permits data export for 30 days after cancellation. Log into your account, navigate to the "Export" or "Data" section and download your feedback datasets in CSV or PDF format. This step ensures you retain your insights even if Lunaq's terms do not permit ongoing access after termination. Additionally, update your password manager to remove the Lunaq login credentials so you do not accidentally attempt to log in after cancellation takes effect.
Removal from communications
After cancellation, unsubscribe from Lunaq's marketing emails to avoid promotional messages or reactivation offers. You retain the legal right to unsubscribe from marketing communications at any time; Lunaq must honour this request within 2 business days in accordance with the CPA and electronic communications regulations. Click the "unsubscribe" link in any Lunaq email or contact their privacy team to request removal from all marketing lists.
Monitor for unauthorised charges
Watch your bank account or credit card statement for 60 days after your cancellation effective date to confirm no further Lunaq charges appear. If a charge appears after your confirmed cancellation date, this constitutes a billing error or breach of your cancellation instruction. Contact your bank immediately to dispute the charge and request a refund. Simultaneously, send Lunaq a formal written complaint citing your cancellation confirmation number and demanding a refund of the unauthorised charge within 5 business days. If Lunaq does not refund within this timeframe, escalate to the National Consumer Commission.
Common mistakes to avoid during cancellation
Cancelling a subscription can feel stressful, but avoiding these common errors protects you and speeds up the process.
Mistake one: assuming cancellation is complete without confirmation
Never assume your cancellation is final without written confirmation from Lunaq. Always wait for and retain the confirmation email or screenshot. If you do not receive a confirmation within one business day, contact Lunaq support to verify the cancellation status. Some users believe they have cancelled when they have only downgraded to a free plan, leaving their account active and exposed to future charges.
Mistake two: failing to document your cancellation request
Keep detailed records of every cancellation step: the date and time you submitted your request, the confirmation reference number, any support emails and screenshots of your subscription status before and after. Yafee has helped thousands of consumers cancel services successfully because they documented their requests thoroughly. Without documentation, you have no proof if Lunaq disputes your cancellation later or continues to charge you.
Mistake three: cancelling through a third-party payment platform instead of directly
If you subscribed to Lunaq through a third-party marketplace (for example, a mobile app store or aggregation platform), do not assume your cancellation was processed by Lunaq directly. Contact Lunaq support to confirm your account status. Some users cancel through the app store but the service provider (Lunaq) never receives notification, resulting in continued charges and disputed refunds.
Mistake four: ignoring charges after the cancellation date
If you receive a charge from Lunaq after your confirmed cancellation date, act immediately. Do not ignore or delay reporting it. Contact your bank to dispute the charge, then escalate to Lunaq support and the National Consumer Commission simultaneously. Every day of delay weakens your position and may result in lost dispute rights under payment processor rules.
Comparison of cancellation methods
Choose the cancellation method that suits your situation and urgency level.
| Method | Speed | Documentation proof | Risk of failure |
|---|---|---|---|
| Self-service web dashboard | Immediate (instant confirmation) | Highest - system-recorded timestamp and reference number | Low - only if cancellation button is unavailable |
| Self-service mobile app | Immediate (instant confirmation) | High - app generates confirmation message | Low - equivalent to web method |
| Email to support | Slower (5 to 10 business days) | High - email timestamped and archived | Medium - Lunaq may not respond promptly or may request additional information |
| Phone call to support | Fast (immediate verbal confirmation) | Low - no automatic written record unless you record the call (illegal without consent in South Africa) | High - support agent may misunderstand or fail to process your request |
Your consumer rights summary and escalation checklist
Anchor your cancellation in law so you can enforce it if Lunaq refuses.
Legal grounds for your cancellation right
The Consumer Protection Act No. 68 of 2008 grants you the unconditional right to cancel any subscription service. You do not require Lunaq's permission or justification. If Lunaq refuses to cancel, demands an early-termination penalty without contractual grounds or continues to charge you after your cancellation date, you have grounds to lodge a complaint with the National Consumer Commission or your provincial consumer protection office. In accordance with the CPA Section 48, suppliers must respond to consumer complaints within 20 business days. If Lunaq breaches this obligation, you can escalate to the National Consumer Tribunal, which has the power to order cancellation, issue refunds and impose penalties on Lunaq.
Escalation checklist if Lunaq refuses
- Gather all documentation: cancellation confirmation email, screenshots, payment receipts and all correspondence with Lunaq support.
- Send Lunaq a formal written demand (by email or registered letter) stating your cancellation request and the CPA section granting you this right. Demand a response within 10 business days.
- If Lunaq fails to respond or refuses, lodge a formal complaint with the National Consumer Commission online at www.ncc.org.za or by post to their Pretoria office.
- Include in your complaint: your full name, account details, dates of all communications, copies of your documentation and a clear description of Lunaq's breach.
- The NCC will investigate and notify Lunaq of your complaint. Lunaq must respond within 20 business days.
- If the NCC finds in your favour, they will issue an enforcement order requiring Lunaq to cancel your account and refund any fees owed.
Lunaq cancellation address and contact information
Use these contact details to reach Lunaq directly for cancellation or escalation.
Lunaq customer support: Check the "Help" or "Contact us" page on the Lunaq website or within your app settings for the current support email and phone number. Lunaq's primary operational location is listed as Gillitts, South Africa. For postal correspondence, send cancellation requests to the registered business address for Lunaq (obtainable from the Companies and Intellectual Property Commission database or Lunaq's website). Always send cancellation emails to the support address listed in your account dashboard to ensure delivery to the correct department.
National Consumer Commission (escalation): Website: www.ncc.org.za | Telephone: 0860 10 6164 | Email: [email protected] | Postal address: 2nd Floor, Eco Square, 349 Main Road, Observatory, Johannesburg, 2198
Key takeaways and next steps
Cancelling Lunaq is your right under South African consumer law, and the process is straightforward when you follow the steps above. Self-service cancellation through your account dashboard is fastest and generates the strongest proof of your request. Document every step, retain confirmation emails and screenshots, and monitor your billing for 60 days after cancellation to catch any unauthorised charges. If Lunaq refuses to cancel, demands an unfair penalty or continues to charge you after your cancellation date, escalate immediately to the National Consumer Commission with your documented evidence. Yafee has helped thousands of consumers cancel subscriptions successfully by grounding their requests in the Consumer Protection Act and following a clear procedural checklist. Take action today by logging into your Lunaq account, navigating to your subscription settings and clicking the cancellation button. Your cancellation right is absolute; exercise it with confidence.