Manage Viva One

How to cancel viva one and reclaim your mental health budget

What viva one is and why you might want to cancel

Viva One is a subscription-based mental health and wellbeing app available across New Zealand. It offers guided sessions, coaching content, and bundled plans you purchase directly through your device's app store. The app distributes through the Apple App Store and Google Play, meaning your subscription renews automatically unless you actively cancel it.

Most users sign up hoping for structured mental health support, but many find the app doesn't fit their needs, lifestyle, or budget after the first month. You might be duplicating services, discovering a better alternative, or simply deciding the cost no longer justifies the value. Whatever your reason, Stopee is here to walk you through cancellation step by step so you avoid the traps that keep thousands of New Zealanders paying for subscriptions they no longer use.

Core features of viva one

The app typically includes self-guided programs, audio meditation and coaching sessions, and special bundle offers that automatically renew. You can choose monthly, multi-month, annual, or one-time promotional plans purchased inside the app. Billing and subscription management run through either Apple or Google, depending on your device, which is critical information when you cancel.

Why cancellation matters now

If you're not using Viva One actively, every renewal date drains your account. In New Zealand, the Consumer Guarantees Act protects you if services don't meet reasonable expectations, but only if you act within reasonable timeframes. Cancelling today stops future charges, and Stopee recommends you gather your purchase receipts before you start - you may need them for refund requests later.

Your consumer rights in new zealand

New Zealand consumer law is on your side when app subscriptions disappoint. The Consumer Guarantees Act 1993 requires suppliers to deliver services that are of acceptable quality, fit for purpose, and delivered with reasonable care. If Viva One failed to deliver what you reasonably expected, you have grounds to dispute charges.

Consumer guarantees act protections

Under the Consumer Guarantees Act, you can request a refund, replacement, or repair of services that fail to meet acceptable standards. "Acceptable quality" means the app should function without crashes, load content reliably, and deliver the mental health support it advertises. If Viva One repeatedly crashed, failed to load sessions, or promised features you never accessed, you qualify for protection.

The Commerce Commission, New Zealand's consumer authority, enforces these rights. If Viva One refuses a refund you're entitled to under the Consumer Guarantees Act, you can escalate your complaint to the Commerce Commission or take the matter to the District Court. Stopee advises keeping all communication records - screenshots, emails, app store receipts - to support your claim.

Your right to cancel

You have an unconditional right to cancel your subscription. App store policies allow cancellation at any time before the next billing date, and you're entitled to stop automatic renewal immediately. No question is asked, no reason is required. However, refunds depend on whether you're within the app store's refund window or whether you have grounds under consumer law.

Methods to cancel viva one on your device

Cancellation routes depend on your device and how your subscription was purchased. Most Viva One subscriptions run through Apple or Google, so you'll cancel there rather than through the app itself. Stopee has mapped out every platform below so you cancel on your first attempt.

Cancel on iPhone or iPad via the app store

1. Open the Settings app on your iPhone or iPad.
2. Tap your name or Apple ID at the very top of the screen.
3. Tap Subscriptions.
4. Find Viva One in the list of active subscriptions.
5. Tap Viva One.
6. Tap Cancel Subscription.
7. Select your reason for cancellation (optional, but completing this helps Apple improve recommendations).
8. Confirm cancellation by tapping the confirmation button.
9. Take a screenshot of the confirmation screen immediately.

Pro tip: Apple sometimes offers a discount to keep your subscription - you can accept or decline. If you decline, your subscription cancels. The app will remain installed but locked after your current period expires.

Cancel on android via google play

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Tap Payments and subscriptions.
4. Tap Subscriptions.
5. Select Viva One from your list of active subscriptions.
6. Tap Cancel subscription.
7. Read the final billing date (this is when your access ends).
8. Tap Cancel subscription again to confirm.
9. Screenshot the confirmation message showing your cancellation is complete.

Warning: If you uninstall the app without cancelling the subscription first, Google will still charge you at renewal. Cancellation must happen within the Play Store settings, not by deleting the app.

Cancel through a viva account (if applicable)

If you created a direct account with Viva - separate from your app store login - you may also cancel there. Some users link email accounts to the app for progress tracking, which creates a secondary billing pathway.

1. Visit the Viva website or open the app.
2. Sign into your account with your email and password.
3. Navigate to Account Settings or Billing Settings (typically in the menu or profile section).
4. Look for a Subscriptions, Payments, or Plans section.
5. Find your active subscription and tap Manage or Cancel.
6. Follow the on-screen prompts to confirm cancellation.
7. Request a confirmation email if the app doesn't provide one automatically.

Pro tip: If you can't find billing settings in the app, contact Viva support directly. Have your purchase receipt, account email, and app store transaction ID ready. Stopee recommends giving them 2-3 business days to respond, but don't let delays prevent you from cancelling via the app store simultaneously.

What happens to your access after you cancel

Cancellation doesn't mean immediate loss of access - understanding the timeline protects you from surprise lockouts. When you cancel a Viva One subscription, you keep full access until the end of your current paid period, then the app locks you out.

Access timeline after cancellation

Your subscription ends on the date of your next renewal. If you paid for a monthly plan that renews on the 15th, cancelling on the 5th means you access Viva One until the 15th at 23:59. On the 16th, you'll no longer be able to use premium features. The app won't charge you again after that date because automatic renewal has stopped.

Document your cancellation date and expected final day of access. Stopee advises taking a screenshot of your confirmation email or the app store's cancellation confirmation, which clearly shows when your subscription ends. If you're charged after that date, you have evidence to dispute the charge.

Automatic renewal stops immediately

The moment you cancel via your app store, automatic renewal is disabled. The app store will not charge you at the next scheduled renewal date. Your payment method remains on file - you won't need to delete it - but no future transactions will occur for this subscription.

If you do see a charge after cancellation, contact your app store immediately. App Store charges appear as "APPLE.COM/BILL" and Google Play charges appear as "GOOGLE*PLAY MUSIC.COM." Check your bank statement and credit card frequently during the first month after cancellation to catch any unexpected charges.

Your account data remains accessible

Cancellation does not automatically delete your personal account data, session history, or profile information. You can log back in to Viva One after your subscription expires to retrieve progress notes or coaching summaries. However, you won't be able to access premium content or download new sessions.

If you want Viva One to permanently delete your account and all personal data, you must request this explicitly from Viva support. Stopee recommends sending a written request (email is sufficient) asking for full account deletion under the Privacy Act 2020. Keep a copy of your request and Viva's response as proof of deletion.

Refund eligibility and how to request one

Not every cancellation earns a refund, but your New Zealand consumer rights create refund pathways that many users don't know about. Whether you qualify depends on timing, the app's performance, and grounds under the Consumer Guarantees Act.

Refund policy and timeframes

How to request a refund from the app store

For Apple App Store purchases:

1. Go to support.apple.com and sign in with your Apple ID.
2. Click Purchase history.
3. Find the Viva One charge you want to refund.
4. Click the three dots (or right-click) and select Report a problem.
5. Choose the reason: accidental purchase, didn't intend to renew, or app quality issues.
6. Write a brief explanation (e.g., "App crashed repeatedly and did not work as advertised").
7. Submit your request.

Apple typically responds within 48 hours. If your first request is denied, you can appeal once.

For Google Play purchases:

1. Go to support.google.com/googleplay and sign in with your Google Account.
2. Click on your subscription under Subscriptions.
3. Scroll to Order history.
4. Find the Viva One charge and click Report an issue.
5. Select your reason from the dropdown (accidental charge, duplicate, service issue).
6. Explain why you deserve a refund (be specific if the app failed).
7. Submit the request.

Google processes refund requests within 7 to 10 business days.

Refund grounds under the consumer guarantees act

If Viva One didn't meet acceptable standards under New Zealand law, you can claim a refund beyond the app store's standard windows. The Consumer Guarantees Act covers three key areas: quality, fitness for purpose, and reasonable care.

• Quality: Did the app crash, fail to load, or show errors that prevented you from using it? Document screenshots and the dates and times of failures.
• Fitness for purpose: Did Viva One promise mental health coaching but deliver only generic meditation? Did it fail to include features described in the app store listing?
• Reasonable care: Was the app obviously unfinished, outdated, or neglected? Did Viva fail to fix known bugs or respond to support requests?

Contact Viva support first with your complaint, including screenshots of the issue and dates. Ask for a refund based on the Consumer Guarantees Act. If Viva refuses, escalate to the Commerce Commission, which oversees consumer rights enforcement in New Zealand. Stopee advises including a copy of Viva's rejection in your Commerce Commission complaint.

Common cancellation mistakes and how to avoid them

Cancelling a subscription sounds simple, but dozens of small missteps leave you paying months longer than intended. The frustration is real - most of these traps are designed to make cancellation harder than signing up.

Mistake 1: uninstalling the app instead of cancelling the subscription

Deleting Viva One from your phone does nothing to stop billing. The subscription lives in your app store account, not on the device. You'll be charged at the next renewal date, and by then the app is gone, making it harder to prove you cancelled. Always cancel within the app store settings before uninstalling.

Mistake 2: cancelling on the wrong device or account

If you use both iPhone and Android, your Viva One subscription might be linked to one account but not the other. Check both app stores and cancel on each one. Similarly, if you share an Apple Family account or Google Family Library, ensure you're cancelling your personal subscription, not a family member's.

Mistake 3: not taking screenshots of the cancellation confirmation

App store confirmations can disappear from your inbox or be hard to find later. Screenshot the cancellation screen immediately, showing the date, app name, and confirmation status. This becomes critical if you're charged again and need to prove you cancelled.

Mistake 4: cancelling days before renewal without checking the exact date

If your renewal date is the 15th and you cancel on the 14th, you'll be charged the next day before the cancellation takes effect. Check your subscription details and mark the exact renewal date in your calendar. Cancel at least 2-3 days in advance to ensure the cancellation processes.

Mistake 5: assuming refunds are automatic

Cancellation and refunds are separate actions. Cancelling stops future charges but doesn't refund what you've already paid. If you're within the refund window or have Consumer Guarantees Act grounds, submit a refund request immediately - don't assume the app store will offer one without being asked. Stopee recommends submitting your refund request within 48 hours of cancelling.

Pricing and what you should know about viva one costs

Viva One subscription costs vary depending on the plan you chose and any promotions active at the time you signed up. Understanding your pricing helps you calculate how much a delayed cancellation costs.

Warning: If you enrolled in a free trial, you must cancel before the trial period ends or you'll be charged the full subscription price on day 8 (or whenever the trial expires). Stopee recommends setting a phone reminder 2 days before the trial ends as your safety net.

Checklist before and after cancellation

Use this checklist to ensure you've covered every step and protected yourself from billing surprises. Tick each box as you complete it.

Before you cancel

• Find and document your purchase receipt and app store transaction ID.
• Note your exact subscription renewal date (check your app store account).
• If you expect a refund, decide whether to request it before or after cancelling.
• Check both Apple App Store and Google Play if you use multiple devices.
• Determine if you have grounds for a Consumer Guarantees Act refund.

During cancellation

• Follow the step-by-step instructions for your device (iPhone, Android, or web account).
• Read the final access date shown on the confirmation screen.
• Take a screenshot of the cancellation confirmation immediately.
• Note the exact time and date you cancelled.
• Save any confirmation email you receive.

After cancellation

• Wait 24 hours, then log back into the app to confirm the subscription is no longer active.
• Check your bank statement weekly for the next month to catch any unexpected charges.
• If you're entitled to a refund, submit your request within 48 hours of cancelling.
• Keep all screenshots, emails, and receipts for at least 12 months.
• If charged again, contact your app store with proof of cancellation and request a refund immediately.

When to contact viva support directly

Sometimes the app store alone isn't enough. If you have questions specific to your account, data deletion requests, or Consumer Guarantees Act claims, you'll need to reach Viva support directly. Stopee recommends having all your details ready before contacting them.

Reasons to contact viva support

• You need to cancel a direct account (not through the app store).
• You want to request permanent deletion of your account and personal data.
• The app failed to deliver features and you're claiming a refund under consumer law.
• You've been charged twice for the same period (duplicate charge).
• You have technical issues cancelling through the app store and need alternative help.

Pro tip: When you contact Viva support, include your full purchase receipt, the transaction ID from the app store, your subscription start date, and the date you attempted to cancel. The more detail you provide, the faster they resolve your request. Keep copies of all correspondence for your refund claim or consumer complaint.

Comparison: viva one vs. similar mental health apps available in new zealand

If you're cancelling because Viva One didn't meet your needs, these alternatives might suit you better. This comparison helps you decide whether to stay, cancel and switch, or try a different approach.

Summary and your next steps

Cancelling Viva One takes minutes, but protecting yourself requires planning. You've learned the exact steps for your device, your consumer rights under New Zealand law, and how to pursue refunds if you're entitled to them. The hardest part is taking action today instead of letting another monthly charge happen.

Here's what to do right now:

1. Find your exact subscription renewal date in the app store.
2. Take a screenshot for your records.
3. Follow the cancellation steps for your device (iPhone, Android, or Viva account).
4. Screenshot the confirmation immediately.
5. If you're within a refund window or have Consumer Guarantees Act grounds, submit your refund request within 48 hours.
6. Mark your calendar for the final access date so you're not surprised when the app locks.

Stopee has helped thousands of consumers cancel unwanted subscriptions and reclaim control of their budgets. Whether you're switching apps, cutting costs, or simply decided Viva One wasn't for you, you now have every tool you need to cancel cleanly and, if eligible, secure a refund. If Viva refuses your refund claim or any charges appear after cancellation, you have the Commerce Commission and the Consumer Guarantees Act backing your case. You're protected, you're informed, and you're in control - that's exactly how it should be.