Cancel Ketogo: The Right Way to Exit Your Subscription

How to cancel Ketogo in south africa: your complete rights and step-by-step guide

What Ketogo is and why you might want to leave

Ketogo is a subscription-based wellness app that delivers personalised meal plans, nutrition tracking, and workout guidance to support your health journey. The service operates on a recurring payment model, with optional add-ons like premium content, shopping lists, nutritionist chat access, and home workout videos available to enhance your experience.

If you signed up for Ketogo and now realise it is not delivering the results you expected, or you have simply decided to take your health journey in a different direction, you have consumer rights protecting your ability to walk away. Tocancel is here to walk you through exactly how to cancel, what happens next, and how to claim a refund if you qualify under South African law.

Where Ketogo operates from

Ketogo is registered as Keto SIA, located at Lastadijas iela 6, LV-1050, Riga, Latvia. This address is the official point of contact for formal notices, recurring payment disputes, and refund requests under South African consumer law. Understanding this detail matters because it defines which legal framework applies to your cancellation and refund rights when you reach out to the company.

Your pricing and plan structure

Ketogo charges customers on a recurring monthly basis in South African Rand (ZAR). The exact amount depends on which tier you selected at signup. Below is a summary of what you need to know about your financial obligation and cancellation timeline.

When you cancel, you stop future charges immediately. If you cancel mid-cycle, your access typically continues until the end of your billing period, unless you request immediate removal and qualify for a refund.

Your consumer rights when cancelling Ketogo in south africa

South Africa's Consumer Protection Act (CPA) and the National Credit Act (NCA) give you specific protections when dealing with subscription services like Ketogo. Understanding these rights empowers you to make informed decisions and challenge unfair treatment.

The 5-day cooling-off period: your most powerful refund tool

Under section 48 of the Consumer Protection Act and Ketogo's own terms, you have a 5-day cooling-off period (also called a withdrawal period) from the moment your contract is formed. This is your strongest legal position. During this window, you can withdraw from the service without penalty and receive a full refund, regardless of whether the service worked or not.

This right exists because the law recognises that you deserve time to change your mind before money leaves your account. The 5 days start from when you receive the contract terms or when the service first becomes available to you, whichever is later.

Your legal position: If you purchased Ketogo in the last five days, you can demand a full refund by simply notifying Ketogo that you are exercising your cooling-off right. You do not need to give a reason, and the company cannot refuse. This is non-negotiable under consumer law.

If you are within your 5-day window, stop reading and submit a cancellation request immediately. After the 5-day period closes, your rights shift, and proving your case becomes more complex.

Your rights after the 5-day window closes

Once your cooling-off period expires, you can still cancel at any time, but refunds only apply if Ketogo fails to deliver what was promised. The Consumer Protection Act requires that any digital service must be delivered as described, safe, and of good quality.

This means you have grounds to claim a refund or damages if Ketogo's meal plans are poorly personalised, the tracking tools do not function properly, the nutritionist support is unavailable, or the workout videos are of significantly lower quality than advertised. You must provide clear evidence: screenshots of broken features, email chains showing support failures, or video proof of misleading claims.

Tocancel recommends collecting this evidence as soon as you notice an issue, because delays weaken your position when escalating to Ketogo or to the National Consumer Commission (NCC), South Africa's official consumer watchdog.

Your right to fair contract terms

The CPA also protects you against unfair terms in Ketogo's contract. If the company buries a cancellation clause deep in their fine print, makes it deliberately difficult to cancel, or charges you a hidden penalty for withdrawal, these terms may be unenforceable. Tocancel has helped consumers challenge such clauses by reporting them to the NCC.

Write down any unfair term you spot, take screenshots, and keep these records if you need to escalate your complaint later.

How to cancel Ketogo: step-by-step instructions by platform

The way you cancel Ketogo depends entirely on where you bought it. Your purchase channel determines who controls your subscription and who can stop the billing. Below is the clearest cancellation path for each option.

Cancel if you purchased via the Ketogo web app

This is the most straightforward cancellation route because you manage the subscription directly with Ketogo.

1. Visit my.ketogo.app and log in with your email and password.
   • If you have forgotten your password, use the "Forgot password" link on the login screen.
2. Navigate to your profile menu, usually in the top-right corner or side menu.
   • Look for a settings or account management option.
3. Find "Weight Loss Plan," "Subscription," or "Billing" within your account settings.
   • This section shows your current plan, next billing date, and cancellation option.
4. Select "Cancel Subscription" or "End Plan."
   • Ketogo may offer you a discount or pause option before cancellation. Decline these if you are certain you want to leave.
5. Confirm your cancellation by clicking the final confirmation button.
   • Ketogo should display a confirmation message and send you a confirmation email within minutes.
6. Save or forward this confirmation email to yourself for your records.
   • You will need this proof if you later dispute a charge or request a refund.

After you confirm cancellation, your subscription ends at the end of your current billing period. Your access to Ketogo continues until that date, then stops automatically. You will not be charged again.

Cancel if you purchased via apple app store (iOS)

If you signed up through the Apple App Store on iPhone or iPad, Apple manages your subscription billing, not Ketogo directly. You must cancel through Apple, not within the app.

1. Open the Apple App Store on your iPhone or iPad.
   • Tap the profile icon in the top-right corner.
2. Select "Subscriptions."
   • A list of all your active subscriptions appears here.
3. Find "Ketogo" in the list and tap it.
   • If it does not appear, it may already be cancelled or you may have purchased it elsewhere.
4. Tap "Cancel Subscription" or "Edit Subscription."
   • Apple will ask you to confirm and may offer you a discount to stay. Ignore these offers and proceed with cancellation.
5. Follow the on-screen prompts to complete the cancellation.
   • Apple sends you a confirmation email to your Apple ID address.
6. Take a screenshot of the cancellation confirmation screen for your records.
   • This proof protects you if Apple or Ketogo later dispute your cancellation.

Your subscription ends on your next billing date. Apple stops charging you automatically after that date.

Cancel if you purchased via google play store (Android)

If you signed up through Google Play Store on an Android device, Google manages your subscription, not Ketogo. You must cancel through Google Play.

1. Open Google Play Store on your Android device.
   • Tap your profile icon in the top-right corner.
2. Select "Payments and subscriptions," then "Subscriptions."
   • A list of your active subscriptions appears.
3. Find "Ketogo" and tap it.
   • If it does not appear, it may already be cancelled or purchased elsewhere.
4. Tap "Cancel Subscription."
   • Google Play may offer you a discount or pause option. Decline these if you want to cancel.
5. Follow the confirmation prompts.
   • Google sends you a confirmation email to your Google account address.
6. Save this confirmation email and take a screenshot of the cancellation screen.
   • You may need this evidence if a charge appears after cancellation.

Your subscription ends on your next billing date. Google Play stops charging you automatically.

Cancel if you are unsure where you purchased Ketogo

If you do not remember whether you signed up via the web app, Apple, or Google, take these steps to find out.

1. Check your email inbox for Ketogo confirmation or receipt emails.
   • Search for "Ketogo," "receipt," or "subscription" in your email.
   • The email subject or sender address often tells you whether you purchased via Apple, Google, or Ketogo directly.
2. Check your bank or credit card statement.
   • Search for charges from "Ketogo," "Keto SIA," "Apple," or "Google."
   • The merchant name tells you who is billing you.
3. Log in to Ketogo's web app at my.ketogo.app.
   • If your account exists and shows your subscription details, you likely signed up via the web app.
   • If the web app does not recognise your email, you probably signed up via Apple or Google.
4. Once you identify your purchase channel, follow the appropriate cancellation steps above.
   • Always cancel through the same channel where you signed up, not directly with Ketogo, if you used Apple or Google.

Knowing where you purchased Ketogo is essential because cancelling in the wrong place may not stop your billing.

What happens after you cancel Ketogo

Once you submit your cancellation request, several things happen in sequence. Understanding this timeline helps you track your refund and verify that the company has processed your request correctly.

Your access and billing after cancellation

Immediately after you cancel, your subscription status changes to "cancelled" or "pending termination." Your access to Ketogo's meal plans, tracking tools, and workout videos continues until the end of your current billing period. On that final day, Ketogo removes your access automatically.

You receive no further charges after your cancellation date. If you see a charge after you have cancelled, this is a billing error, and you have the right to dispute it with your bank or credit card company. Tocancel can guide you through a chargeback or complaint process if needed.

When to expect a refund

Your refund eligibility depends on when you cancel and whether Ketogo has failed to deliver its service.

• Within 5 days of purchase: You qualify for a full refund automatically under the cooling-off period. Ketogo must refund you within 14 days of receiving your cancellation request.
• After 5 days, service failure: If you can prove Ketogo failed to deliver as promised (broken features, poor personalisation, unavailable support), you can claim a refund or partial refund. Ketogo may refund a prorated amount based on days of non-service.
• After 5 days, no service failure: You have the right to cancel, but Ketogo is not obliged to refund the full remaining balance. However, you should not be charged for days you do not use the service after cancellation.

If Ketogo owes you a refund, the money should return to your original payment method (credit card, debit card, or app store account) within 14 days. If 14 days pass and you have not received your refund, Tocancel recommends escalating your complaint to the National Consumer Commission.

Verify your cancellation in writing

Do not rely on in-app notifications alone. Send Ketogo a formal cancellation email to lock in your rights and create a paper trail. Address your email to the official Ketogo contact address and use clear, simple language.

Write: "I hereby cancel my Ketogo subscription effective immediately. My account email is [your email]. Please confirm this cancellation in writing and process any refund owed within 14 days." Attach screenshots of your in-app cancellation confirmation and include your account details.

Send this email to Ketogo's registered address in Latvia (listed at the end of this guide) via registered mail or certified email. Keep a copy for your records.

How to claim a refund if Ketogo refuses

If you are within your 5-day cooling-off period or can prove service failure, but Ketogo refuses to refund you, you have legal escalation options. Tocancel has supported readers through these processes, and you can too.

Step 1: request a refund in writing

Send Ketogo a formal written request for a refund. Include your account details, the date you purchased Ketogo, your cancellation date, and the reason for the refund (cooling-off period or service failure). Describe any broken features or unfulfilled promises with specific examples and dates.

Send this request to Ketogo's registered address via email and registered mail. Keep copies of everything you send.

Step 2: wait 14 days for a response

Ketogo should respond within 14 days under the Consumer Protection Act. If the company refuses your refund, it must give you a written reason. If it ignores you, you have evidence of non-compliance with consumer law.

Step 3: escalate to the national consumer commission

If Ketogo does not refund you or refuses unreasonably, lodge a complaint with the National Consumer Commission (NCC), South Africa's official consumer watchdog. The NCC investigates unfair business practices and can force Ketogo to refund you, pay damages, or both.

Visit the NCC's website at www.ncc.org.za and complete their online complaint form. Include your correspondence with Ketogo, proof of purchase, and proof of cancellation. The NCC reviews your complaint free of charge and may contact Ketogo on your behalf. This is a powerful lever because companies fear regulatory action.

Step 4: dispute the charge with your bank

If Ketogo charged you after cancellation or refused a refund owed to you, contact your bank and report the transaction as unauthorised or request a chargeback. Your bank can reverse the charge and return the money to your account. This process typically takes 7-14 days.

Your bank will ask for proof that you cancelled (your cancellation email or in-app confirmation) and proof that the charge occurred after cancellation. Provide all evidence you collected. Most banks favour the customer in disputed subscription charges.

Tocancel has seen readers successfully recover refunds by combining an NCC complaint with a bank dispute, because the regulatory pressure forces Ketogo to act.

Common mistakes when cancelling Ketogo

Cancelling a subscription sounds simple, but one small mistake can cost you your refund or leave you exposed to future charges. The frustration is real, but these traps are easy to avoid if you know what to watch for.

Mistake 1: deleting the app instead of cancelling the subscription

Removing the Ketogo app from your phone does not cancel your subscription. Apple, Google, and the Ketogo website still see you as an active subscriber, and your billing continues. You must follow the cancellation steps above within your account settings, not just delete the app.

After you cancel your subscription, you can delete the app if you wish. But do this only after you receive a cancellation confirmation email from Ketogo, Apple, or Google.

Mistake 2: cancelling within the app if you signed up via apple or google

If you purchased via Apple App Store or Google Play Store, you must cancel through those platforms, not through the Ketogo app itself. The app may have a "cancel" button that feels like it works, but it does not actually stop your billing. Only Apple or Google can do that.

Always cancel through the same channel where you purchased. This is non-negotiable.

Mistake 3: not saving your cancellation confirmation

If you do not keep a copy of your cancellation confirmation email or screenshot, you have no proof if Ketogo later claims you never cancelled. Save your confirmation email to a folder, take a screenshot of the confirmation screen, or print it out. Do all three if possible.

Tocancel has seen readers lose refund arguments because they had no proof they cancelled on time. Your confirmation is your legal shield.

Mistake 4: waiting too long to request a refund within the 5-day window

Your 5-day cooling-off period is a hard deadline. The moment you hit day 6, your right to an automatic refund may expire, depending on how Ketogo interprets the contract. Do not wait; request your refund within 5 days if you are eligible.

Mark your purchase date in your calendar and set a reminder for day 4. If you are uncertain whether you are within the window, request the refund immediately and ask Ketogo to confirm your eligibility.

Mistake 5: not escalating when Ketogo ignores you

If Ketogo does not respond to your cancellation or refund request within 14 days, do not assume the matter is closed. The company is violating the Consumer Protection Act. Escalate immediately to the NCC and your bank. Many readers give up too early, but persistence and regulatory complaints almost always force action.

Checklist: ensure you have cancelled Ketogo correctly

Use this checklist to verify that you have cancelled Ketogo safely and captured all the evidence you need. Tick off each item before you consider the cancellation complete.

• I have identified the platform where I purchased Ketogo (web app, Apple, or Google).
• I have cancelled through the correct channel, not just deleted the app.
• I have received a cancellation confirmation email from Ketogo, Apple, or Google.
• I have saved my cancellation confirmation email and taken a screenshot of the confirmation screen.
• I have sent a formal cancellation email to Ketogo's registered address via registered mail.
• I have checked my bank statement and verified no charges appear after my cancellation date.
• If I am within 5 days, I have explicitly requested a refund based on the cooling-off period.
• If I am after 5 days, I have documented any service failures with screenshots or email evidence.
• I understand that my Ketogo access ends on my next billing date, not immediately after cancellation.
• I have the NCC's contact details (www.ncc.org.za) saved in case I need to escalate.

If you can tick all ten items, you are in a strong position. If you have missed any, go back and complete it now before Ketogo's next billing cycle.

Should you cancel or keep Ketogo? a quick comparison

Before you cancel, consider whether the service is truly not right for you. Below is a summary to help you decide.

If most of your reasons fall in the "cancel" column, proceed with your cancellation. Tocancel exists to make this process straightforward and protect your rights while you do.

Your next steps: act with confidence

Cancelling Ketogo is your right as a consumer in South Africa. You have protection under the Consumer Protection Act and the National Credit Act, and you should feel confident using these protections. Whether you are within your 5-day cooling-off window or dealing with a service failure, your legal position is strong if you act now.

Start today: identify where you purchased Ketogo, follow the step-by-step cancellation instructions above, and save your confirmation email. If you are within 5 days, request an immediate refund. If you encounter resistance, escalate to the NCC without hesitation.

Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover refunds they were entitled to. Your cancellation matters, your refund is valid, and you deserve clear, transparent service-or the right to walk away. Take action now, and do not let an unfair charge stand.

Ketogo's official contact address for cancellation and refund requests

Use this address for formal cancellation notices and refund requests sent via registered mail or certified email. This is Ketogo's legal address as specified in their terms and conditions.

Keto SIA
Lastadijas iela 6
LV-1050
Riga
Latvia

When you write to this address, include your full name, account email address, date of purchase, reason for cancellation (or refund request), and your contact details. Send via registered mail and request a signed proof of delivery. Keep a copy for your records.

You can also try contacting Ketogo through their website if a support email or form is available, but always follow up with the formal registered mail address above if you receive no response within 14 days. The postal address carries more legal weight in consumer disputes because it is harder for the company to claim they never received your notice.