Manage Vitals

How to cancel vitals and reclaim control of your shopify app subscriptions

What vitals is and why you might want to cancel

Vitals is a comprehensive Shopify app suite that bundles over 40 e-commerce tools into a single monthly subscription for merchants. The service includes email marketing, visitor session recordings, product review requests, and push notification marketing, all designed to help you boost customer engagement and sales. Vitals charges monthly in Australian dollars through either your Shopify billing account or directly as a vendor-billed subscription, depending on how you installed the app. Understanding which billing method applies to your account is the first step toward cancelling cleanly.

Many Shopify store owners sign up for Vitals during the 7-day free trial period, intending to evaluate the platform before committing to a paid plan. Once that trial window closes, the app automatically converts to a paid monthly subscription unless you take action to cancel. If you've decided the toolset doesn't align with your business needs, or if the monthly cost no longer fits your budget, Stopee is here to walk you through the cancellation process step by step.

Why merchants cancel vitals

You might choose to cancel Vitals for several reasons. The pricing tiers can become expensive as your store scales, and many merchants discover they only use a handful of the 40+ bundled tools. Others find that Shopify's native features or lower-cost alternatives meet their needs just as well. Some cancellations happen because feature limits tied to your plan tier (such as email volume caps or visitor recording credits) prove too restrictive, forcing an upgrade that doesn't make financial sense.

Whatever your reason, Stopee recognises that cancelling a subscription should be straightforward and transparent. This guide removes the guesswork and gives you the exact steps, timelines, and consumer protections you're entitled to under Australian law.

When you should cancel immediately

Cancel right away if you notice unexpected charges on your Shopify account or credit card statement that don't match the plan you selected. If you signed up during a free trial but never intended to convert to a paid plan, or if Vitals fails to deliver the features promised in your plan tier, you have grounds to cancel and potentially dispute charges. You should also cancel if you've upgraded to a plan with higher costs and weren't given clear notice of the price increase before billing occurred.

How vitals subscriptions bill and renew each month

Understanding your billing structure is crucial because it determines which entity processes your cancellation, issues refunds, and handles disputes.

Platform-billed versus vendor-billed subscriptions

When you install Vitals through the Shopify App Store, the subscription can be billed in one of two ways. A platform-billed subscription means Shopify collects the monthly fee on Vitals' behalf and deposits it into the app provider's account. A vendor-billed subscription means Vitals charges your payment method directly, separate from your Shopify bill.

This distinction matters enormously. If your subscription is platform-billed, you cancel through Shopify's Admin panel, and Shopify's refund policies apply. If it's vendor-billed, you must contact Vitals directly via email or postal address, and Vitals' terms determine refunds and proration. To find out which applies to you, log into your Shopify Admin, navigate to Settings > Apps and sales channels > Installed apps, click Vitals, and check your billing settings. Stopee recommends taking a screenshot of this information before you proceed with cancellation.

Monthly billing cycles and trial conversion

Vitals operates on a strict 30-day billing cycle. Your free trial typically lasts 7 days from the installation date. On day 8, the app converts to a paid monthly subscription and charges your first full month's fee. Subsequent renewals occur every 30 days on the anniversary of that conversion date. Vitals does not offer annual plans, so you're locked into monthly payments for as long as the subscription remains active.

Plan tiers are published in US dollars on Vitals' official pricing page, but you pay in Australian dollars at the current exchange rate. This means your billing amount may fluctuate slightly each month depending on currency movements. Feature limits such as email volume thresholds and visitor recording credits are tied to your plan tier and reset monthly.

Your consumer rights and australian consumer law protections

Australian Consumer Law gives you significant protections when you purchase a subscription service, regardless of whether billing happens through Shopify or directly with Vitals.

Cooling-off rights and what they mean for you

Under the Australian Consumer Law, you have a right to request a refund within a reasonable time if the service fails to meet the standard of quality and fitness for purpose you're entitled to expect. While there is no automatic 14-day cooling-off period for digital services once you've started using them, you can still pursue a refund if Vitals doesn't deliver the features described in its marketing materials or plan tier limits.

Stopee strongly recommends documenting any failures or misrepresentations. If the visitor recording feature doesn't work as advertised, or if you're charged for a plan tier you didn't authorize, these are grounds for a dispute. Keep screenshots of the pricing page you saw, your installation date, your billing statement, and any communications with Vitals support.

Your rights if billing goes wrong

If you're charged twice in a single month, charged after you cancelled, or charged a different amount than what was advertised, you have the right to dispute the charge and demand a refund. Contact the Australian Competition and Consumer Commission (ACCC) if the company refuses to cooperate. The ACCC can issue compliance notices and investigate misleading or deceptive conduct.

Most importantly, you have the right to cancel at any time without penalty. The company cannot lock you into an annual contract or charge you an exit fee. If Vitals has done either of these things, that conduct is likely unlawful under Australian Consumer Law, and you should report it to the ACCC or seek advice from the Australian Small Business Loans.

How to cancel vitals in three methods

Stopee has identified three distinct cancellation routes based on your billing setup and circumstances. Pick the method that matches your situation.

Method 1: cancel through shopify admin (platform-billed subscriptions)

If your Vitals subscription appears in your Shopify billing settings as "platform-billed," use this method to cancel instantly through Shopify's interface.

1. Log into your Shopify Admin dashboard using your email and password.
2. Click Settings (bottom left of the screen).
3. Select Apps and sales channels from the left menu.
4. Click Installed apps.
5. Find and click Vitals in the list of installed applications.
6. Look for a Plan or Billing section; click Manage plan or Change plan.
   • If you see a Uninstall or Cancel subscription button, click it immediately.
   • If you see only a Change plan option, click that and downgrade to the free tier if available, then uninstall the app.
7. Confirm the cancellation when prompted. Shopify will ask you to confirm that you want to remove the app and end the subscription.
8. You should receive an instant confirmation message on screen and an email within minutes.
9. Log back into your Shopify Admin and verify that Vitals no longer appears in your Installed apps list.

Pro tip: If you cancel mid-cycle (for example on day 15 of a 30-day billing period), Shopify's policy typically refunds you the unused portion as account credit. This credit appears in your Shopify account within 3 to 5 business days and can be used toward any future Shopify charges or apps.

Method 2: cancel via direct email to vitals (vendor-billed subscriptions)

If your subscription is vendor-billed, Vitals collects payment directly from your credit card or bank account, separate from Shopify. You must contact Vitals by email to request cancellation.

1. Locate your Vitals account email address. This is the email you used to sign up for the free trial or the email linked to your Shopify store at the time of installation.
2. Draft a clear, written cancellation request email that includes:
   • Your full name and the email address associated with your Vitals account
   • Your Shopify store name or URL
   • The date you installed Vitals
   • A clear statement: "I request immediate cancellation of my Vitals subscription effective today" or your preferred cancellation date
   • A request for written confirmation of cancellation and any refund due
3. Send this email to Vitals' support address (you may need to check your original welcome email or the Vitals help centre for the correct address; common support emails include support@vitals.com or hello@vitals.app).
4. Save a copy of your email and note the date and time sent.
5. Allow 3 to 5 business days for a response. If you don't hear back, resend your request and mark it "Follow-up" in the subject line.
6. Once you receive written confirmation that your subscription has been cancelled, uninstall the Vitals app from your Shopify store using Method 1 above to prevent any accidental reinstallation.

Warning: Vendor-billed subscriptions can be tricky because the company controls both billing and confirmation. Do not uninstall the app first; instead, cancel the subscription in writing first, receive confirmation, and then uninstall. This protects you if a billing dispute arises later.

Method 3: cancel by postal mail (formal written notice)

If Vitals does not respond to your email within 5 business days, or if you want to leave a paper trail for a formal dispute, send a certified cancellation letter by post.

1. Obtain the current postal address for Vitals. This typically appears in the company's terms of service or privacy policy; look for "Vitals App Pty Ltd" or "Vitals Pty Ltd" registered address in Australia.
2. Draft a formal letter on plain paper that includes:
   • Your name and address
   • The date you're sending the letter
   • Vitals' postal address
   • A subject line: "Formal Cancellation Notice for Vitals Subscription"
   • Your email address associated with your Vitals account
   • Your Shopify store name
   • The exact wording: "I hereby request immediate cancellation of my Vitals subscription, effective [today's date or your preferred date]. Please confirm this cancellation in writing within 5 business days and advise of any refund due."
   • Request a signed receipt or acknowledgement from the company
3. Send this letter via Australia Post with tracking (Registered Mail or StarTrack) so you have proof of delivery.
4. Keep a photocopy of the letter and the postal receipt for your records.
5. If you do not receive a response within 10 business days of the letter's delivery date, escalate to the ACCC with copies of all correspondence.

Pro tip: Stopee recommends formal postal notice only if email has failed. Email is faster and leaves a digital record. Postal mail is your backup when the company is unresponsive.

Refunds, proration, and what to expect after cancellation

The refund outcome depends on your billing method, the company's terms, and the date you cancel within your monthly cycle.

Refund scenarios and timelines

What happens to your data after cancellation

Once you cancel, the Vitals app loses access to your Shopify store immediately. Any data Vitals collected (visitor recordings, email subscriber lists, or review requests) is typically retained by Vitals for a set period under its privacy policy, usually 30 to 90 days. If you want your data deleted, contact Vitals' support team in writing and request permanent deletion under Australian Privacy Principles. Keep a copy of this request for your records.

Your Shopify store data, customer lists, and order history remain in Shopify and are not affected by the Vitals cancellation. You can reinstall the app in the future without losing any Shopify data.

Preventing re-billing after cancellation

After you cancel, monitor your Shopify billing statement and credit card statement for 60 days to ensure Vitals does not attempt to re-bill you. If an unexpected charge appears, dispute it immediately by contacting your bank or credit card provider and flagging it as an unauthorized recurring charge. Simultaneously, send Vitals a written notice demanding a refund and formal acknowledgement that the subscription was cancelled.

Common mistakes that delay or complicate cancellations

Cancelling a subscription feels frustrating when simple steps go wrong. Here are the pitfalls Stopee sees most often, and how to avoid them.

Uninstalling the app without cancelling the subscription first

This is the number one mistake. You remove the Vitals app from your Shopify store, thinking that stops billing. It does not. The subscription remains active on Vitals' servers, and you can still be charged even though the app is no longer visible in your store. Worse, if you accidentally reinstall Vitals later, your old subscription reactivates automatically.

Always cancel the subscription first, receive written confirmation, and then uninstall. This order protects you.

Assuming shopify automatically refunds you

If your subscription was vendor-billed, Shopify has no involvement in refunds. Vitals controls the refund process entirely. Many merchants assume Shopify will reverse the charge automatically, then are surprised when the money doesn't reappear. You must contact Vitals directly to request a refund; Shopify cannot force the refund on your behalf.

Conversely, if your subscription was platform-billed through Shopify, never contact Vitals directly about refunds. Go through Shopify support, which has the authority to credit your account.

Not documenting your trial start date and billing conversion date

Without clear records, you cannot dispute charges if something goes wrong. The moment you install Vitals, note the installation date and the date your free trial expires. This date is crucial for proving whether you should have been charged and for calculating any prorated refunds. Stopee recommends taking a screenshot of your Shopify Admin settings page showing the Vitals app details and billing information.

Ignoring confirmation emails

After you cancel, Shopify or Vitals will send you a confirmation email. Some merchants delete it without reading or save it to a folder they later forget. Keep these emails in a dedicated folder for at least 90 days. They prove the cancellation date and are your evidence if the company later claims you still owe money.

Checklist for cancelling vitals successfully

Use this checklist to ensure you've covered every step and protected yourself.

Vitals pricing and plan tiers at a glance

Understanding the cost structure helps you decide whether to cancel or negotiate a lower-tier plan.

If cost is your concern, consider downgrading to the free tier (if sufficient for your needs) instead of cancelling entirely. This keeps your historical data and allows you to re-upgrade later without losing settings.

When to keep your vitals subscription instead of cancelling

Cancellation is not always the best choice. Consider keeping your subscription if you use email marketing heavily and the Vitals email builder saves you time versus manual campaigns. Keep it if visitor session recordings have directly helped you identify cart abandonment reasons or usability issues. Keep it if you're in the middle of a promotional campaign and cancelling would disrupt your customer communication.

However, if you've signed up and realised the suite is overwhelming, or if you use only one or two of the 40+ tools, downgrade to the free tier or a cheaper plan before you cancel entirely. This gives you a safety net to re-engage later without starting from scratch.

Contact information and escalation options

If Vitals does not respond to your cancellation request within 5 business days, you have formal recourse options in Australia.

Direct contact channels

Send cancellation requests to Vitals using the support email listed in your original welcome email or on their help centre. If you cannot locate this email, log into your Shopify Admin, go to Installed apps, click Vitals, and look for a Help or Contact support link. Keep a record of which email address you used and the date you sent your request.

Escalation to the ACCC

If Vitals ignores your cancellation request or refuses to process it, escalate to the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au. The ACCC can investigate misleading or deceptive conduct, unauthorized billing, and failure to cancel as requested. File a formal complaint and include copies of all emails, screenshots, and postal receipts proving your cancellation attempts. The ACCC has the power to issue compliance notices and pursue enforcement action if warranted.

Chargeback and dispute options

Your credit card provider or bank also offers a chargeback process for unauthorized recurring charges. Contact your bank directly and explain that you cancelled the subscription but were charged anyway. Provide your cancellation confirmation email and your billing statements as evidence. Most banks will reverse charges dating back 60 to 120 days if you can prove you attempted to cancel.

Why stopee is your trusted guide for cancelling subscriptions

Stopee empowers Australian consumers by providing clear, step-by-step guides to cancelling services that no longer serve them. We understand the frustration of confusing billing structures, unresponsive support teams, and surprise charges. Stopee has helped thousands of consumers cancel subscriptions ranging from fitness apps to enterprise software, and we apply that expertise to every guide we publish.

When you use Stopee to understand your cancellation options, you gain the confidence to take control of your money and your time. You avoid costly mistakes like uninstalling without cancelling, and you know exactly which consumer protections apply to your situation under Australian law. Whether you're cancelling Vitals today or planning to cancel another service in the future, Stopee remains your trusted reference for transparent, empowering cancellation guidance.

Take action now: follow the method that matches your billing setup, document every step, and reclaim the money spent on tools you're no longer using. Stopee is with you every step of the way.