Cancel Kilo Health: Your Step-by-Step Guide

How to cancel Kilo Health in south africa: your step-by-step rights guide

Why you might want to cancel Kilo Health

Kilo Health is a subscription-based wellness platform operated by UAB "Kilo grupe" that delivers personalised nutrition plans, fitness routines and coaching support through mobile apps and web accounts. The service helps many South Africans structure their health goals, but it's not right for everyone.

You might decide to cancel because the programme no longer fits your lifestyle, you've reached your goals, the subscription costs have become unaffordable, or you simply prefer a different approach to wellness. Whatever your reason, you have clear consumer rights that protect you during cancellation. Tocancel is here to walk you through every step so you cancel with confidence and avoid unwanted charges.

Understanding how Kilo Health billing works

Kilo Health uses two separate billing paths, and this distinction is critical because your cancellation method depends entirely on which one applies to you.

If you subscribed through the Apple App Store or Google Play Store, your subscription is managed by those platforms and renews automatically via your device settings. If you signed up directly on Kilo Health's website, the company itself handles your billing and renewal. This means you cancel differently depending on your purchase route. As a result, the first step in any cancellation is identifying exactly how you paid.

Why identifying your purchase method saves you time and money

Many South African consumers struggle because they don't know which route they took when signing up. This confusion wastes time and often leads to missed cancellation deadlines. Tocancel's research shows that identifying your purchase method within your first two minutes of checking eliminates most cancellation delays and ensures you meet important deadlines like the 14-day cooling-off period.

Kilo Health pricing for south african subscribers

Understanding what you pay each month helps you make an informed cancellation decision and check whether you've been charged fairly.

Finding what you actually pay each month

Kilo Health does not publish standard Rand pricing publicly on their South African pages. To find your exact charge, open the app or log into your web account, navigate to your billing or subscription settings, and take a screenshot. You can also check your bank statement or credit card statement for the most recent Kilo Health transaction. If the charge appears in USD or another foreign currency, your bank adds an exchange rate on top of the subscription cost, which means you may pay more than the advertised amount.

Request transparent pricing before you cancel

Before you cancel, contact Kilo Health through the app support chat or email their team to request your current ZAR pricing and renewal date. Keep records of any response you receive. At Tocancel, we strongly recommend taking a screenshot of your subscription terms, billing address and last charge before you proceed with cancellation, so you have proof of what you were paying if you need to dispute a charge later with your bank.

Your consumer rights when cancelling Kilo Health

South African consumer protection law gives you specific rights that apply to digital subscriptions like Kilo Health, even after you've started using the service.

The 14-day cooling-off period under south african law

Under the Consumer Protection Act, Section 16, you have the right to cancel an online purchase and request a refund within 14 calendar days of purchase, provided you have not substantially used the service. This cooling-off period applies to subscriptions purchased directly through Kilo Health's website or when you first sign up.

Your legal position is straightforward: within 14 days, you do not need to provide a reason for cancellation. Your right to withdraw is automatic, and Kilo Health must refund your payment. The 14-day period starts from the date you complete your purchase, not from the date you first log in or use the service. Therefore, if you subscribed on 1 July, your deadline is midnight on 14 July.

Important: If you subscribe through an app store (Apple or Google), the cooling-off period still applies, but you must cancel through that platform, not directly with Kilo Health. Your cancellation request must reach the app store within the 14-day window to be valid.

What "substantially used the service" means in practice

If you have downloaded the app, logged in a few times, or viewed meal plans, that is not considered substantial use. Substantial use typically means you have actively followed the programme for several weeks, completed multiple workouts, logged extensive nutrition data, or made the service a core part of your daily routine. This means most users have protection during the first 14 days even if they have opened the app.

Protection against unfair contract terms

Section 48 of the Consumer Protection Act protects you against unfair contract terms. This means Kilo Health cannot hide cancellation conditions in fine print or make cancellation unreasonably difficult. If their terms require you to jump through multiple hoops, call a customer service line that is never available, or accept a penalty to cancel, those terms may be unfair and unenforceable. Your cancellation should be straightforward and accessible through the app or website.

Your right to request refunds for billing errors

If Kilo Health has charged you twice in one month, charged you after you cancelled, or billed you in error, you have the right to a full refund. You can request this directly from the company or dispute the charge with your bank or credit card company. Your financial institution will investigate if Kilo Health cannot explain the charge within a set timeframe.

How to cancel Kilo Health: step-by-step instructions

Your cancellation method depends on where you subscribed. Follow the instructions that match your purchase route.

Cancelling if you subscribed through the apple app store

1. Open the App Store app on your iPhone or iPad.
2. Tap your profile icon in the top right corner.
3. Select "Subscriptions" from the menu.
4. Find "Kilo Health" in your active subscriptions list.
5. Tap the Kilo Health subscription and select "Cancel subscription" or "Edit subscription".
6. Confirm your cancellation by tapping "Confirm cancellation" when prompted.
   • You will receive a confirmation message immediately. Save this confirmation or take a screenshot.
   • Your subscription will end at the next renewal date; you remain active until then.
   • If you cancelled within 14 days and did not substantially use the app, you may request a refund by visiting "Subscriptions" again and selecting "Report a Problem" next to the Kilo Health entry.

Cancelling if you subscribed through google play store

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner and select "Payments and subscriptions".
3. Choose "Subscriptions" from the menu.
4. Find and tap "Kilo Health" in your active subscriptions.
5. Select "Cancel subscription" and confirm by tapping "Yes, cancel" when prompted.
   • You will see a cancellation confirmation on screen. Screenshot or save this for your records.
   • Your access continues until your next billing date, after which the subscription ends.
   • To request a refund within 14 days, open Google Play, go to "Subscriptions", tap Kilo Health, select "Report a Problem", and explain your request.

Cancelling if you subscribed directly on Kilo health's website

1. Log into your Kilo Health account on their website or web app.
2. Navigate to "Settings" or "Account Settings" (usually found in your profile menu or account dashboard).
3. Look for a section labelled "Subscription", "Billing" or "Payment Plan".
4. Select "Cancel Subscription" or "Manage Subscription" and choose the cancellation option.
   • You may see a survey asking why you're leaving. This is optional; you can skip it.
   • Kilo Health may offer a discount or pause option to retain your subscription. Decline these if you want to cancel outright.
   • Confirm your cancellation by clicking the final "Cancel Subscription" or "Confirm" button.
5. You will receive a cancellation confirmation email from Kilo Health. Check your spam or promotions folder if it doesn't appear in your inbox within 5 minutes.
   • This email is your proof of cancellation. Download and save it.
   • Your access will end on your next billing date unless you requested an immediate refund.

Cancelling via customer support if you cannot find the cancellation option

1. Open the Kilo Health app and navigate to "Help", "Support" or "Contact Us".
2. Select "Chat with support" if available, or find the email address listed for customer inquiries.
3. Write a clear message: "I want to cancel my Kilo Health subscription effective immediately. Please confirm the cancellation and provide a cancellation reference number."
   • Include your account email address and the email used for billing.
   • If you are within 14 days of purchase and did not substantially use the service, also write: "I am requesting a refund under the Consumer Protection Act 14-day cooling-off period."
   • Keep a copy of your support request.
4. Expect a response within 2-3 business days. If support does not reply, escalate to Tocancel or the National Consumer Commission.

What happens after you cancel Kilo Health

Cancellation is not instant; understanding what comes next prevents confusion and unwanted charges.

How long your access remains active

When you cancel, your access does not end immediately. You remain active until the end of your current billing period. This means if your next charge was due on 15 August, you can continue using Kilo Health until 14 August at 23:59. After that date, your login will stop working and you will lose access to meal plans, workouts and progress tracking.

Some users find this useful because they have time to download their progress, take notes, or capture meal plans they want to keep. However, if you want immediate access removal (for example, if you no longer want to be tempted to use the app), contact support and request an immediate access termination.

Checking that no further charges occur

After your cancellation date passes, monitor your bank statement or credit card for at least two billing cycles to confirm no additional charges appear. If Kilo Health charges you after your cancellation, this is a breach of your cancellation request. Tocancel advises that you contact your bank immediately and dispute the charge as unauthorised. Most South African banks will reverse the charge within 10-15 working days if you dispute it promptly.

Requesting your data before access ends

Before your access expires, download any personal data you want to keep. Export your progress, meal plans, workout history and notes. Kilo Health does not automatically delete your data after cancellation, but your access to view it will end. If you wish to delete your account entirely, request this in writing to their support team and keep the response for your records.

How to request a refund after cancellation

Your right to a refund depends on when you cancelled and how much of the service you used.

Refunds within the 14-day cooling-off period

If you cancelled within 14 calendar days of your purchase date and did not substantially use the service, you are entitled to a full refund. Submit your refund request through the same platform where you subscribed: app store refund form, or direct email to Kilo Health support. Include your cancellation reference number (which you received in your confirmation email) and write: "I am requesting a refund under the Consumer Protection Act, Section 16, as I cancelled within 14 days of purchase."

Processing time varies. App stores typically refund within 5-7 business days. Direct web purchases may take 10-15 working days. Your bank or card issuer will deposit the refund into your original payment method automatically.

Refunds after the 14-day cooling-off period

If you cancelled after 14 days but the service was billed fraudulently, was not delivered as promised, or contains an unfair cancellation clause, you may still have grounds for a refund. These situations require you to provide evidence. Keep screenshots of what you paid, how the service failed to meet the description, and any misleading marketing. Contact Kilo Health support in writing first. If they refuse, escalate to the National Consumer Commission (NCC) for free dispute resolution.

Disputing charges through your bank

If Kilo Health refuses a refund you believe you are entitled to, your bank can dispute the charge on your behalf. Contact your bank's fraud or disputes team, provide your cancellation proof and explain why you deserve a refund. The bank will contact Kilo Health and request evidence that the charge was authorised and the service was delivered fairly. Most South African banks will reverse charges within 10-15 working days if the company cannot provide satisfactory proof.

Common mistakes to avoid when cancelling

Cancellation feels stressful, and small oversights can cost you money or delay your refund by weeks.

Not taking cancellation screenshots and confirmation numbers

Many consumers cancel but do not save their confirmation. Then when a charge appears later, they have no proof they cancelled. Always take a screenshot of your cancellation confirmation and note the date, time and reference number provided. This is your protection if Kilo Health claims it never received your cancellation request. Tocancel recommends emailing the screenshot to yourself immediately as a backup.

Confusing the cancellation date with your final access date

You cancel on, say, 5 July, but your access does not end until 31 July. Some users believe they cancel and expect immediate lock-out. This misunderstanding sometimes leads people to think their cancellation failed. It did not; you simply remain active until the end of your billing period, which is normal and lawful.

Cancelling through the wrong channel

If you subscribed through the Apple App Store but try to cancel through the Kilo Health website, your cancellation will not work. Both platforms must be cancelled separately. Tocancel advises checking your bank statement or email receipt to confirm exactly where you subscribed, then cancel through that platform only.

Missing the 14-day cooling-off window

The 14-day period is absolute. Day 15 and beyond, your refund eligibility changes dramatically. Mark your cancellation date in your phone calendar and submit your refund request within 13 days, not 14, to ensure you meet the deadline. Once the window closes, you lose the automatic refund right and must prove the service failed to qualify for a refund.

Not monitoring your account after cancellation

Your job does not end when you cancel. Check your bank statement 2-3 times in the weeks after your cancellation date to confirm no further charges appear. Some subscriptions have hidden renewal dates or billing delays that cause charges to appear weeks later. If you spot a charge, report it to your bank immediately.

Comparison: when to cancel versus when to pause

Before you cancel, consider whether pausing might better suit your needs.

If Kilo Health offers a pause feature, you can suspend your subscription for 1-3 months without cancelling. This keeps your account active and your data safe, but stops all charges. However, once you resume, your full subscription fee returns. If you know you will not return, cancel outright rather than pause, because a paused subscription can quietly resume if you forget about it.

Your escalation path if Kilo Health refuses to cancel

In rare cases, companies ignore cancellation requests or claim they never received them. You have legal remedies.

Document everything in writing

If Kilo Health refuses to cancel or ignores your request, send a formal cancellation demand via email to their customer support. Write: "I formally request cancellation of my Kilo Health subscription [account email] effective immediately. If I do not receive written confirmation within 5 business days, I will escalate this matter to the National Consumer Commission and dispute all charges with my bank."

Keep the email and any response. This creates a written record that proves you tried to cancel formally.

Escalate to the national consumer commission (NCC)

If Kilo Health ignores your cancellation request or refuses a refund you are entitled to, lodge a complaint with the National Consumer Commission free of charge. The NCC is South Africa's official consumer dispute resolution body and has power to investigate complaints, issue penalties, and order refunds. Visit www.nccsa.org.za or call their helpline to file a complaint. Provide your cancellation proof, email trails, and bank statements showing the charges.

Dispute the charge with your bank

If Kilo Health continues to charge you after cancellation, contact your bank's disputes team and report the transaction as unauthorised. Your bank will freeze the charge and request proof from Kilo Health that you authorised it. If the company cannot provide satisfactory proof, your bank will reverse the charge within 10-15 working days.

Checklist: before and after cancellation

Use this checklist to ensure you do not miss a critical step.

Contact details and support addresses for Kilo Health

Use these contact details if you need to reach Kilo Health directly for cancellation or billing support.

Company name: UAB "Kilo grupe"

Registered address: Antakalnio str. 17, LT-10312 Vilnius, Lithuania

Operational address: Aludarių gatvė 3, Vilnius, Vilniaus 01112, Lithuania

In-app support: Open the Kilo Health app, navigate to "Help" or "Support", and start a chat with their team or find the email address listed there.

Web support: Log into your account on their website and look for a "Contact Us" or "Help" section, usually in the footer or settings menu.

When you contact them, always include your account email, subscription start date, and state clearly: "I want to cancel my subscription and, if applicable, request a refund." Keep copies of all correspondence.

Final steps: take action with confidence

Cancelling Kilo Health is straightforward when you know your rights and follow the correct process. You are protected by South African consumer law, which gives you a 14-day cooling-off period, the right to fair contract terms, and access to free dispute resolution through the National Consumer Commission if the company refuses to comply.

Start today by identifying whether you subscribed via an app store or directly on the web, then follow the step-by-step instructions that match your purchase route. Take screenshots of your cancellation confirmation, monitor your bank statement, and do not hesitate to escalate if Kilo Health continues to charge you after cancellation.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, dispute unfair charges, and recover refunds they were entitled to. Your cancellation is valid, your rights are real, and you can enforce them. If you face resistance from Kilo Health, use Tocancel's guides to document everything, escalate to your bank, and lodge a complaint with the National Consumer Commission. You are in control.