Manage Liven

How to cancel liven in new zealand and protect your rights

Understanding liven and when to cancel

Liven is a subscription-based wellness app designed to support your personal growth, emotional literacy and daily habit formation through structured lessons, activities and progress tracking. You access it via their website or through major app stores (Apple App Store and Google Play), and it charges you on a recurring billing cycle.

Many New Zealand users subscribe to Liven expecting transformative wellbeing support, but life circumstances change. Whether you've found the program doesn't match your needs, you want to try something else, or you're simply cutting back on subscriptions, cancelling should be straightforward. At Stopee, we help thousands of New Zealanders navigate subscription cancellations with confidence and clarity.

Why people cancel liven

You might cancel Liven because the content isn't resonating with you, you've completed the program, the subscription cost no longer fits your budget, or you prefer another wellbeing platform. Whatever your reason, your decision deserves respect and a clean exit process. Stopee has documented the most common cancellation scenarios, and we're here to make sure you don't hit unexpected roadblocks.

What you need to know before cancelling

The cancellation method depends entirely on which platform you used to subscribe: the Liven website directly, Apple App Store, or Google Play. This matters because each platform handles billing and cancellation differently, and cancelling in the wrong place can leave your subscription active. We'll walk you through each route so you cancel where it actually counts.

How to cancel liven subscription step by step

Your cancellation process depends on which platform processed your payment; follow the correct route for your subscription source.

Cancelling a liven website subscription

If you subscribed directly on theliven.com and pay Liven directly, you must cancel through their website account settings, not via your device or app store.

1. Open your web browser and go to theliven.com
2. Sign in to your Liven account using your email and password
3. Navigate to Profile (usually in the top menu or account area)
4. Select Settings
5. Find the Membership or Billing section
6. Locate the toggle or button to turn off auto-renewal
   • The exact wording may say "Cancel subscription", "Disable auto-renewal" or "Turn off recurring billing"
   • Read the on-screen confirmation carefully before confirming
7. Click Confirm or Yes when prompted
8. Watch for an on-screen success message or check your email for a cancellation confirmation
9. Take a screenshot of the confirmation page and save any confirmation email

Pro tip: If you cannot find the Membership section, contact Liven support at support@theliven.com with your account email and ask them to walk you through the cancellation steps. Include your name and account email in your message.

Warning: Do not assume cancellation is complete until you see an on-screen confirmation or receive a confirmation email. Many users think they've cancelled when they've only viewed a settings page.

Cancelling an apple app store subscription

If you subscribed to Liven through your iPhone, iPad or Mac via the Apple App Store, you must cancel through Apple's subscription settings, not within the Liven app itself.

1. On your Apple device, open Settings
2. Tap your name (or Apple ID) at the top of the screen
3. Select Subscriptions
4. Find Liven in the list of active subscriptions
5. Tap Liven to view your subscription details
6. Tap Cancel subscription
   • Apple may show you a cancellation confirmation with options to "keep subscription" or "cancel subscription" - choose cancel subscription
   • You may see a retention offer or reason-selection screen; ignore these and continue to cancel
7. Confirm the cancellation when Apple asks you to verify
8. Your subscription cancellation is complete when you see the screen return to Subscriptions and Liven is no longer listed, or marked as "Cancelled"
9. Take a screenshot of the cancelled subscription status for your records

Pro tip: Apple sends a cancellation confirmation email to your Apple ID email address. Check your inbox (including spam or promotions folders) within a few minutes for this email as proof.

Warning: Deleting the Liven app from your device does not cancel your subscription. You must complete the Apple Settings steps above or your account will continue to renew.

Cancelling a google play subscription

If you subscribed to Liven through an Android device via Google Play, you cancel through Google Play, not through the app or Liven's website.

1. On your Android device, open the Google Play Store app
2. Tap the Profile icon in the top right corner
3. Select Payments and subscriptions
4. Tap Subscriptions
5. Find and tap Liven from your active subscriptions list
6. Tap Cancel subscription
7. Follow the on-screen prompts and select your reason for cancellation (this is optional but helps Google understand service issues)
8. Confirm cancellation when asked
   • Google may offer a retention discount or incentive - ignore this and proceed to complete the cancellation
9. Look for a confirmation screen or message saying your subscription has been cancelled
10. Take a screenshot of the cancelled status

Pro tip: Google sends a cancellation email to your Google account email within minutes. Keep this email as evidence that your subscription is cancelled.

Warning: Uninstalling the Liven app will not stop your subscription from renewing. You must cancel through Google Play as described above.

What happens after you cancel liven

Cancelling can feel like stepping into uncertainty - but understanding what to expect after you submit your cancellation puts that uncertainty to rest.

Your access and billing after cancellation

Once you cancel, Liven stops your auto-renewal. This means:

• You keep access to paid content and features until the end of your current billing period
• Your subscription does not renew at the end of that billing period
• You are not charged again after the cancellation takes effect
• When your current billing period expires, your account automatically downgraded to free tier access (if available)

For example, if you cancel on 15 March and your billing period runs until 15 April, you have full paid access until 15 April. On 16 April, your access changes and you are no longer charged.

Confirmation and record-keeping

After cancellation, you should receive confirmation in two ways:

• On-screen message: The platform (Liven website, Apple or Google) shows a success message immediately after you confirm cancellation
• Confirmation email: You receive an email from Liven, Apple or Google within minutes confirming your cancellation

Pro tip: Take a screenshot of the on-screen confirmation and save the email confirmation. You will need these if you ever dispute a charge or need to prove you cancelled on a specific date. Store these in a folder on your computer or phone labeled "Subscription Cancellations" so you can find them quickly.

What happens to your account data

Cancelling your subscription does not automatically delete your account or data. Your profile, progress, settings and activity history typically remain in Liven's system unless you separately request account deletion. If you want to remove your account completely:

• Contact Liven support at support@theliven.com and ask to delete your account
• Be aware that account deletion is usually permanent and you cannot recover your data after deletion
• Some data may remain in Liven's backup systems for compliance or legal reasons

Refunds and your rights under new zealand law

Understanding what refunds you are entitled to under New Zealand consumer law is critical-and it's more nuanced than many subscription companies want you to know.

Do you get a refund when you cancel liven

Under New Zealand law, there is no automatic 14-day cooling-off refund for digital subscriptions you change your mind about. This is different from buying physical goods; digital services like Liven have different protections.

However, Liven's Terms of Use reference a Money-Back Guarantee policy, but the specific terms are not detailed publicly. This means you may have grounds for a refund in certain situations, even though it is not automatic.

When you might qualify for a refund

You can request a refund if:

• The service is faulty: Liven crashes frequently, features don't work, or the app is unstable
• The service is not as described: The content or features differ significantly from what was advertised or promised at purchase
• The service is unfit for purpose: It fails to meet the basic purpose it was designed for (e.g., the wellbeing program doesn't provide any structured lessons)

These rights come from the Consumer Guarantees Act (CGA), New Zealand's primary consumer protection law. The CGA requires digital services to be provided with reasonable care and skill, and to be fit for the purpose you purchased them for.

How to request a refund from liven

If you believe you qualify for a refund, contact Liven directly:

1. Email support@theliven.com with the subject line "Refund Request"
2. Include the following information:
   • Your full name and account email address
   • Your order or transaction ID (from your receipt or app store purchase history)
   • The date you purchased the subscription
   • The amount you paid
   • A clear explanation of why you believe you qualify for a refund (e.g., "The app crashes every time I open it" or "The program does not include the lessons advertised")
   • Screenshots or evidence of the problem (error messages, screenshots showing missing features, etc.)
   • Your cancellation confirmation (screenshot or email)
3. Keep a copy of your email and any responses from Liven
4. Give Liven 10-15 business days to respond

Pro tip: Be specific and factual in your refund request. Vague complaints like "I didn't like the content" are unlikely to succeed. Focus on concrete problems: crashes, missing features, or content that doesn't match the description.

If liven refuses your refund

If Liven refuses your refund and you believe you have a valid claim under the Consumer Guarantees Act, you can escalate to the Commerce Commission, New Zealand's consumer protection authority. The Commerce Commission takes complaints about breaches of the CGA and can mediate disputes.

Additionally, Stopee can guide you through your escalation options and help you document your case. Stopee has helped thousands of New Zealand consumers pursue fair outcomes when subscription services refuse legitimate refund requests.

If you subscribed via apple or google

If you subscribed through Apple App Store or Google Play and Liven refuses to refund you, you can also contact Apple or Google directly to request a refund:

• Apple: Go to appleid.apple.com, sign in, scroll to "Purchase history", find the Liven charge, and select "Report a Problem". Apple may refund you directly even if Liven refuses.
• Google: Go to myaccount.google.com, open "Payments & subscriptions", select the Liven transaction, and click "Report a problem". Google can issue refunds for digital goods.

The app stores have their own refund policies and may approve your refund independently of Liven's decision.

Liven pricing and plan options in new zealand

Understanding Liven's cost structure helps you make an informed cancellation decision and check whether you are paying the right price.

Available subscription plans

Liven typically offers multiple subscription tiers to suit different budgets and commitment levels:

Pricing notes for new zealand customers

Liven does not publish consistent NZD prices on its website. Prices vary by app store and may be displayed in USD, then converted to NZD at purchase. This means the exact amount you are charged depends on your app store, your location and current exchange rates.

Before you subscribe or if you want to compare prices:

• Check the Apple App Store or Google Play Store directly to see the price displayed in NZD
• Contact Liven support at support@theliven.com to ask for current NZD pricing
• Use Stopee's cancellation guides to understand what you are paying and whether you can recover costs

Pro tip: If you notice you were charged in USD instead of NZD, or you were overcharged due to currency conversion, contact your app store or Liven support with screenshots of the charge. They can sometimes issue a correction or refund if a pricing error occurred.

Common mistakes when cancelling liven

Cancellation should be simple, but small oversights can leave your subscription running longer than expected-costing you money and causing frustration you didn't sign up for.

Deleting the app instead of cancelling the subscription

The most common mistake: you delete the Liven app from your phone and assume the subscription is cancelled. It is not. Deleting the app is a local action on your device; it does nothing to stop Liven or the app store from charging your payment method. Your subscription renews as scheduled, even though the app is gone.

Always cancel through the subscription settings (Liven website, Apple, or Google) before you delete the app.

Cancelling in the wrong place

If you subscribed via Apple but try to cancel through Google Play settings, the cancellation fails silently-and your subscription keeps renewing. You must cancel where you subscribed. Double-check your receipt or app store purchase history to confirm which platform processes your billing.

Not saving your cancellation confirmation

You cancel, see a success message, and move on. Weeks later, you discover you were still charged. You have no proof you cancelled. Without a screenshot or confirmation email, Liven and the app store can claim they have no record of your cancellation request.

Always screenshot the confirmation screen and save the confirmation email immediately after cancelling. Stopee recommends storing these in a folder labeled with the service name and date so you can retrieve them instantly if a billing dispute arises.

Cancelling too close to your billing date

If your billing period ends on the 15th and you cancel on the 14th, you may still be charged for a full renewal cycle (the system may process the renewal before it recognizes the cancellation). Cancel at least 3-5 days before your billing date to allow time for the cancellation to process and take effect.

Pro tip: Check your app store or Liven account to see the exact date your next billing cycle begins, then cancel at least one week earlier.

Ignoring retention offers

Apple and Google often display retention offers or discounts when you try to cancel (e.g., "Stay for 50% off"). If you genuinely want to cancel, ignore these. Accepting an offer restarts your subscription and may lock you into a new billing cycle. Proceed through the cancellation screens without clicking on retention offers.

Checklist: verify your liven cancellation is complete

Use this checklist after you cancel to confirm everything is done correctly:

• You see an on-screen confirmation message after clicking cancel
• You receive a confirmation email from Liven, Apple, or Google within 10 minutes
• You took a screenshot of the on-screen confirmation
• You saved the confirmation email
• You logged back into your account settings and verified the subscription is no longer listed as active
• You confirmed your next billing date has changed or is no longer scheduled
• You checked your bank or payment method to verify no charge occurred on the expected renewal date

If any of these steps failed or are unclear, repeat the cancellation process or contact Liven support for verification.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act gives you powerful protections that many subscription services hope you never invoke.

The consumer guarantees act and digital services

Under the CGA, any digital service (including Liven) must be:

• Provided with due care and skill: The service works as intended without frequent crashes, errors or technical problems
• Fit for purpose: It achieves the purpose you reasonably expected when you purchased it
• Safe: It does not cause harm through security breaches or data misuse
• Not misleading: Advertising and descriptions match the actual features and content you receive

If Liven breaches any of these guarantees, you have remedies-including refunds, replacements or compensation.

How to enforce your rights

If Liven fails to meet these standards:

1. Document the problem with screenshots, dates and descriptions
2. Contact Liven support and clearly explain the issue, referencing the Consumer Guarantees Act if necessary
3. Request a specific remedy (refund, fix, or replacement access)
4. Give Liven 15-20 business days to respond
5. If Liven refuses or ignores you, file a complaint with the Commerce Commission at comcom.govt.nz
6. The Commerce Commission can investigate and compel Liven to comply with the law

Pro tip: The Commerce Commission also runs a consumer complaints service and mediates disputes for free. You do not need a lawyer to escalate a complaint.

Liven's registered office in new zealand

Liven Limited is registered in New Zealand. If you need to serve formal notice or escalate a dispute, you can write to:

• Email: support@theliven.com
• Escalation: If Liven does not respond within 20 business days, contact the Commerce Commission at comcom.govt.nz or call 0800 943 600

Final steps and where to find support

Cancelling a subscription should never feel like a battle. By following these steps, saving your confirmations, and understanding your rights, you take control of your digital life and your spending.

If you cancel and Liven still charges you, if you are unsure whether you cancelled correctly, or if you want to pursue a refund, Stopee is here to help. Stopee has helped thousands of New Zealand consumers navigate subscription cancellations, dispute unwanted charges and recover money from services that overstepped. Visit stopee.com to access guides for hundreds of services, connect with consumer advocates and get personalised support with your cancellation and refund claims.

Remember: your cancellation is complete only when you have confirmation in writing (screenshot and email), you have verified the subscription is no longer active in your account settings, and you see no charge on your payment method on the next billing date. Take these steps, keep your records, and you will never wonder whether your cancellation worked.