Cancel Liveplan: The Right Way

How to cancel LivePlan and recover your money: south africa guide

What LivePlan is and why you might want to leave

LivePlan is a cloud-based business planning tool that lets you build financial forecasts, create professional business plans, and track performance dashboards. It's subscription-based, designed for entrepreneurs, accountants, and small business owners who need lender-ready statements and one-page pitches.

You may be thinking about cancelling LivePlan for several reasons: the software doesn't fit your workflow, your business needs have changed, or you've found a better alternative. Whatever your reason, Tocancel is here to walk you through the cancellation process step by step, so you don't lose time or money.

When cancellation makes sense

You should consider cancelling if you're not actively using the forecasting or planning features, if the learning curve feels too steep, or if you've switched to a different accounting platform. LivePlan's tiered pricing (Standard and Premium) means you're paying for features you may not need. If you're in the first 35 days of your subscription, you have a money-back guarantee - a real advantage if you decide the software isn't right for you.

The key takeaway: cancelling early puts you in the strongest position to recover your full payment.

What you need to know before cancelling

Your cancellation timeline and refund eligibility depend on how you subscribed. If you signed up directly through LivePlan's website, you have different rights than if you subscribed via Apple App Store or Google Play. South Africa's Consumer Protection Act (CPA) gives you strong protections, especially if you cancel within a statutory cooling-off period. Tocancel recommends reviewing your billing method before you start the cancellation process, so you know exactly which steps to follow.

Understanding your subscription source is your first step towards a smooth cancellation.

LivePlan pricing in south african rand

LivePlan publishes prices in USD, so your local charges depend on exchange rates. Below is a pricing snapshot using an approximate conversion of 1 USD to 19 ZAR; always check your current billing statement for exact amounts.

Understanding your billing method

If you signed up on LivePlan's website and pay with a credit or debit card, you're on a direct subscription. If you signed up through Apple App Store or Google Play, your subscription is managed by those platforms, not LivePlan. This distinction matters because cancellation steps are different for each method. Direct subscribers cancel through LivePlan's account settings; app store subscribers cancel through their device's app management or account settings.

Identifying your billing source now saves you hours of frustration later.

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 get your money back under certain conditions. Understanding these rights puts you in control.

The cooling-off period and your right to cancel

The CPA gives you 14 calendar days from the date you enter into a distance contract (such as an online subscription) to cancel without penalty. LivePlan's 35-day money-back guarantee exceeds this legal minimum, meaning you have a wider window to change your mind and request a full refund. This is a consumer-friendly policy that works in your favour.

Your legal position: you have an explicit right to cancel within 14 days under the CPA, and LivePlan extends this to 35 days. After 35 days, you may still be able to cancel, but refund eligibility becomes negotiable.

What happens after the cooling-off period

After your 35-day money-back guarantee expires, the CPA still protects you if LivePlan breaches its terms of service or fails to deliver the software as promised. You can also cancel if the subscription is part of a broader agreement (such as a credit arrangement under the NCA) - in that case, you have additional consumer protections. However, you should expect to lose any remaining prepaid fees for the period after your cancellation date.

Beyond the cooling-off period, refunds are not automatic, but you retain the right to cancel; Tocancel advises documenting any service failures or breaches before escalating.

How to cancel LivePlan: step-by-step

Your cancellation route depends on where you subscribed. Follow the correct method for your situation to avoid delays and maximise your refund chances.

Cancelling a direct LivePlan subscription (website)

If you signed up directly on LivePlan.com, use these steps to cancel your account and request a refund.

1. Log into your LivePlan account using your email address and password
   • Visit livepLan.com and select "Log In" at the top right of the page
   • Enter your registered email and password
2. Navigate to your account settings or billing section
   • Click on your profile icon or name in the top right corner
   • Select "Account Settings" or "Billing & Subscription"
3. Locate your active subscription
   • You should see your current plan (Standard or Premium) and billing cycle (monthly or annual)
   • Note your next billing date; this is important for refund calculations
4. Select the option to cancel or downgrade
   • Look for a "Cancel Subscription" button or link
   • LivePlan may offer a downgrade to a lower tier; select "Cancel" if you want to exit entirely
5. Provide your reason for cancellation (optional but helpful)
   • LivePlan may ask why you're leaving; your feedback helps the company improve
   • Be honest but brief; this does not affect your cancellation or refund eligibility
6. Confirm your cancellation
   • LivePlan will ask you to confirm that you want to cancel
   • Review any final charges or prorated refunds before confirming
7. Request a refund if eligible
   • If you're within the 35-day money-back guarantee, select the refund option
   • For refunds after day 35, contact LivePlan's support team in writing (see contact details below)
8. Save your cancellation confirmation email
   • LivePlan will send you a confirmation email with your cancellation date and any refund details
   • Keep this email for at least 6 months as proof of cancellation

Tocancel advises taking a screenshot of your cancellation confirmation page in addition to saving the email, in case you need to escalate.

Cancelling via apple app store

If you subscribed to LivePlan through the Apple App Store on your iPhone or iPad, you must cancel through Apple's account settings, not LivePlan's website.

1. Open the Settings app on your iOS device
   • Settings is the grey gear icon on your home screen
2. Tap your name at the top of the screen
   • This opens your Apple ID account page
3. Select "Subscriptions"
   • You will see all active app subscriptions linked to your Apple ID
4. Find and tap LivePlan
   • Scroll through the list if you have multiple subscriptions
   • Tap LivePlan to open its subscription details
5. Tap "Cancel Subscription"
   • Apple will ask you to confirm your cancellation
   • You may see options to pause or downgrade; select "Cancel" to exit
6. Confirm your cancellation one more time
   • Apple will show your final billing date and cancellation details
   • Tap "Confirm" or "Cancel Subscription" to finalize
7. Request a refund if necessary
   • If you cancelled within 14 days, Apple allows refund requests within 45 days of purchase
   • Go to Settings > [Your Name] > Media & Purchases > Account Settings, then tap "Purchase History"
   • Find the LivePlan charge, tap "Report a Problem", and select "I would like a refund for this item"
   • Explain your reason (e.g., "Cancelled within cooling-off period") and submit
8. Save your confirmation
   • Apple sends a cancellation email to your registered Apple ID address
   • Keep this email for your records

Apple's refund window is strict, so if you're eligible for a refund, request it immediately after cancellation.

Cancelling via google play

If you subscribed to LivePlan through the Google Play Store on an Android device, cancel through Google's subscription management system.

1. Open the Google Play Store app on your Android device
   • The Play Store icon is a colourful triangle on your home screen
2. Tap your profile icon in the top right corner
   • This is usually a circle with your initials or profile photo
3. Select "Manage subscriptions"
   • You will see all active subscriptions on your Google account
4. Find and tap LivePlan
   • Scroll through the list to locate it
5. Tap "Cancel subscription"
   • Google Play will ask you to confirm and may offer options to downgrade or pause
   • Select "Cancel subscription" to proceed
6. Follow any prompts to finalize your cancellation
   • Google will show your cancellation date and final billing details
   • Confirm by tapping the required button
7. Request a refund if you meet Google's criteria
   • Google allows refunds within 48 hours of the initial transaction (stricter than Apple)
   • Go to Google Play > Account > Payments & subscriptions > Purchase history
   • Find the LivePlan charge, tap it, and select "Report a problem"
   • Choose your reason (e.g., "Didn't mean to buy this" or "App doesn't work as described") and submit
8. Monitor your email for Google's response
   • Google sends a refund decision within a few business days
   • If approved, the credit returns to your original payment method

Google Play's 48-hour refund window is tighter than Apple's, so act quickly if you need a refund.

Refunds and what to expect

Your refund depends on when you cancel and which platform you used. Tocancel wants you to know exactly what timeline to expect.

Money-back guarantee refunds (within 35 days)

If you cancel within 35 days of your subscription start date, LivePlan offers a full money-back guarantee. You should receive your refund within 5 to 10 business days of cancelling. The refund goes to your original payment method (credit card, debit card, or PayPal, depending on how you paid). Check your bank account or payment provider to confirm the credit has arrived; sometimes refunds take up to 2 weeks if your bank processes them slowly.

For app store refunds (Apple or Google Play), the timeline depends on the platform, not LivePlan. Apple processes refunds faster (typically within 3 to 5 days), while Google Play may take up to 7 days.

Post-guarantee refunds (after 35 days)

After your 35-day money-back guarantee expires, LivePlan is not obligated to issue a full refund. However, South Africa's CPA still gives you the right to cancel at any time. If you've paid for a full year upfront, you may be able to negotiate a partial refund for the unused months; this requires written communication with LivePlan's support team.

Document any service failures, unavailability, or breach of terms before requesting a post-guarantee refund. This strengthens your case if you need to escalate to the National Consumer Commission (NCC).

Prorated refunds for annual subscriptions

If you're on an annual plan and cancel mid-year, LivePlan may offer a prorated refund based on the number of days you used the service. For example, if you paid R3,420 for a year and cancel after 180 days, you might receive a refund for approximately 185 unused days. Ask LivePlan's support team to calculate this in writing so you have a record.

Always request the calculation in writing to avoid disputes later; Tocancel has seen many cases where verbal promises disappear.

Common mistakes to avoid when cancelling

Cancelling a subscription can be stressful, and small oversights can cost you money. Watch out for these pitfalls.

Not cancelling before your next billing date

If you miss your cancellation deadline, LivePlan will charge you for the next billing cycle. Once that charge goes through, you'll have to request a refund separately, which takes time and effort. Mark your calendar 2 or 3 days before your next billing date so you have a buffer to complete the cancellation.

Set a phone reminder now if your next billing date is coming up.

Cancelling through the wrong platform

If you subscribed via Apple App Store but try to cancel on LivePlan's website, nothing will happen. Your subscription remains active and you keep getting charged. Always double-check where you signed up by looking at your bank statement or email receipts. The name on the charge will tell you (it'll say "Apple.com" or "Google Play" if you subscribed via an app store).

One email to your registered account often reveals exactly where you subscribed; check your confirmation email first.

Not requesting a refund if eligible

Cancelling your subscription and requesting a refund are two separate actions. Simply cancelling stops future charges, but it doesn't guarantee a refund of what you've already paid. If you're within the 35-day money-back guarantee, make sure you explicitly request a refund when you cancel. Don't assume it's automatic; Tocancel advises checking your cancellation email to confirm the refund details are included.

If the cancellation confirmation doesn't mention a refund, email LivePlan's support team immediately to ask for one.

Ignoring your cancellation confirmation email

Your cancellation confirmation email is proof that you cancelled on a specific date. This matters if LivePlan charges you again by mistake or if you later need to dispute a charge with your bank or credit card company. Keep this email for at least 6 months; better yet, save it in a folder called "Cancellations" for future reference.

Screenshots of your cancellation page combined with the confirmation email give you complete documentation.

What to do after you cancel

Cancelling is not the end of the story. A few follow-up steps protect your account and ensure you're not charged again.

Verify that your subscription has stopped

Wait 1 or 2 days after cancelling, then log back into LivePlan and check your account. Your subscription status should show "Cancelled" or "Inactive". If the account still says "Active" or shows an upcoming billing date, contact LivePlan's support immediately and ask them to confirm the cancellation manually. This is rare, but it does happen.

Taking a screenshot of your account status after cancellation gives you proof that it worked.

Monitor your next billing cycle

Check your bank account or credit card statement 5 to 7 days after your next scheduled billing date to make sure LivePlan didn't charge you again. If you see a charge after cancellation, contact your bank or credit card provider immediately and report the charge as unauthorized. You also have the right to ask LivePlan why you were charged and demand a refund.

If you're unsure whether a charge appeared, log into your online banking and search for "LivePlan" or "Palo Alto".

Check your refund status

If you requested a refund, verify that it arrived by your expected date. For direct subscriptions, refunds typically appear within 5 to 10 business days. For app store refunds, allow up to 14 days. If the refund hasn't arrived after this window, contact LivePlan and ask for a refund reference number or receipt.

Tocancel recommends saving any refund confirmation emails or reference numbers in a safe place.

If LivePlan refuses to refund or cancel

In rare cases, a company may refuse to process a cancellation or deny a refund that you're entitled to. South Africa's consumer protection system gives you clear avenues to escalate.

What to do if you get stuck

First, send a formal written cancellation request to LivePlan's registered address. Explain your situation clearly: the date you subscribed, the reason you want to cancel, and the refund amount you're requesting. Reference the CPA and LivePlan's 35-day money-back guarantee if applicable. Give LivePlan 10 working days to respond.

Send this letter via registered mail or email (with read receipt enabled) so you have proof of delivery. Keep a copy for your records.

Escalating to the national consumer commission

If LivePlan ignores your request or refuses to refund you within 10 working days, you can lodge a complaint with the National Consumer Commission (NCC). The NCC is South Africa's official consumer protection authority and has the power to force companies to comply with the CPA. You can file a complaint online at www.ncc.org.za or by post.

Your complaint should include copies of your cancellation request, LivePlan's response (or lack of one), your subscription proof, and your bank statement showing the charge. The NCC does not charge consumers to file complaints.

Chargeback through your bank

If you paid by credit or debit card and LivePlan refuses to refund, you have the right to request a chargeback through your bank. Tell your bank that you cancelled the subscription and were entitled to a refund under the CPA, but LivePlan refused. Your bank will investigate and may reverse the charge on your behalf.

Note that chargebacks are a last resort and should only be used after you've tried to resolve the issue directly with LivePlan and the NCC. However, they are a powerful consumer protection tool available to you.

LivePlan cancellation address

If you need to send LivePlan a formal cancellation or refund request by post, use this address:

Palo Alto Software, Inc.
44 West Broadway
Suite 500
New York, NY 10013
United States of America

For email inquiries, check LivePlan's official website contact page for the most current support email address. Always send important requests via registered mail or email with read receipt to create a paper trail.

Summary: your path to cancelling LivePlan

Cancelling LivePlan is straightforward if you follow the right steps for your subscription type. If you subscribed directly on the website, cancel through your account settings. If you subscribed via Apple App Store or Google Play, cancel through that platform's subscription management system. Request a refund within 35 days to access LivePlan's money-back guarantee, or within 14 days if you used an app store (Apple has a 45-day window; Google has 48 hours).

South Africa's Consumer Protection Act gives you the legal right to cancel at any time and to receive a refund within 14 calendar days if you're in the cooling-off period. LivePlan extends this to 35 days, which is consumer-friendly. After the cooling-off period, refunds become discretionary, but you retain the right to cancel. If LivePlan refuses to honour your cancellation or refund request, escalate to the National Consumer Commission.

Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover their money. By taking action today and following these steps, you can cancel LivePlan with confidence and reclaim control of your finances. Save your confirmation emails, monitor your bank account, and don't hesitate to escalate if you encounter problems. Your consumer rights are real, and Tocancel is here to remind you that you have the power to act.