Manage Numan

How to cancel numan: your complete guide to pausing, refunding and managing men's health subscriptions in south africa

What numan is and why you might want to cancel

Numan is a subscription-based men's health service that delivers online medical assessments, video consultations and recurring prescription medications directly to your home. The platform specialises in conditions like hair loss, erectile dysfunction and testosterone replacement therapy (TRT).

You might cancel Numan for several reasons: your treatment plan has concluded, side effects have emerged, you've found a more affordable alternative, or you simply want to pause temporarily rather than commit long-term. Whatever your reason, Stopee is here to walk you through every step of the cancellation process, including your legal rights and refund entitlements in South Africa.

Services numan offers

Numan connects you with licensed clinicians who conduct consultations via video, assess your condition against clinical guidelines, and arrange prescription deliveries to your address. Treatment plans typically renew on a subscription basis, meaning your medication arrives automatically unless you pause or cancel. Stopee knows that managing these recurring charges takes clarity and confidence, so understanding your cancellation options upfront is essential.

Your consumer rights in south africa

South Africa's Consumer Protection Act (CPA) gives you specific rights when cancelling any subscription service, including Numan. Understanding these protections empowers you to act decisively if the company resists your cancellation.

What the CPA guarantees you

Under the CPA, you have the right to cancel a subscription contract within 14 calendar days of concluding it, provided you have not yet received the goods or services. Once medication has been dispensed or delivered, however, Numan (like most medicine providers) cannot accept returns for safety and regulatory reasons-this is a legal requirement, not a choice.

If you discover that the medication is damaged, faulty, or incorrect, you can lodge a claim with Numan within two months of receipt. Your claim should include photographic evidence and the item serial number if available. Stopee recommends keeping all delivery documentation and photographs for this reason.

If Numan refuses a legitimate refund or cancellation request, you can escalate to the National Consumer Commission (NCC), which oversees CPA compliance in South Africa. The NCC investigates complaints at no cost to you and can compel refunds or service corrections.

Guarantees specific to numan

Numan advertises several product-specific guarantees that go beyond standard CPA protection. A 90-day full refund applies to Low-T (low testosterone) cases confirmed by venous blood test; hair-loss treatments carry a money-back guarantee between 180 and 210 days if you can provide photographic evidence of non-response. Phone clinic consultation appointments are fully refundable if you cancel at least 24 hours before the scheduled time. Stopee advises checking your confirmation email for the exact cancellation link and deadline for clinic appointments.

Cancellation methods and timelines

Numan offers different cancellation paths depending on the type of subscription you hold. Some treatments can be paused or cancelled through your account dashboard; others require direct contact with support. Understanding which method applies to you saves time and frustration.

Pausing or cancelling via your account dashboard

Most Numan subscriptions-including certain weight-loss plans and maintenance treatments-can be paused or cancelled directly from your account. This is the fastest method and gives you immediate confirmation of the change.

1. Log in to your Numan account at numan.com or via the Numan mobile app.
   • If you've forgotten your password, use the "Forgot password" link on the login page.
   • You'll receive a reset email within two minutes.
2. Navigate to "My subscriptions" or "Active treatments" (the exact label depends on app version).
   • You'll see a list of all active recurring treatments and their next renewal dates.
3. Select the treatment you wish to pause or cancel.
   • Do not close the app or navigate away until the action is confirmed.
4. Tap or click the "Pause subscription" or "Cancel subscription" button.
   • Warning: Some treatments show only "Pause" (temporary suspension) rather than permanent cancellation. If you want to cancel completely, confirm the exact wording before submitting.
5. Follow the on-screen prompts, which may ask you to confirm your reason for cancellation or to answer a brief feedback question.
   • These questions are optional; you do not need to justify your decision.
6. Confirm your choice by tapping "Yes, pause/cancel my subscription" or equivalent.
   • You'll receive an immediate confirmation message on screen and a confirmation email within 10 minutes.
7. Screenshot or save this confirmation email-it serves as proof of your cancellation date if any dispute arises.
   • Pro tip: Forward the confirmation to your personal email account or save it as a PDF for your records.

Cancelling testosterone replacement therapy (TRT) subscriptions

TRT subscriptions cannot be paused or cancelled through your account dashboard because they involve ongoing clinical monitoring and prescription management. You must contact Numan support directly to cancel TRT.

1. Note your Numan account email address and your TRT prescription reference number (visible in your order history).
   • The reference number typically appears in your delivery confirmation email.
2. Contact Numan support via email at support@numan.com or through the in-app chat feature.
   • Pro tip: Use email rather than chat if you need a written record of the cancellation request. Email creates an automatic receipt and timestamp.
3. State clearly: "I wish to cancel my TRT subscription effective immediately" and include your account email.
   • Do not ask permission; state your intention directly.
   • If you prefer a specific end date (for example, after your current supply runs out), state that date clearly.
4. Send the message and wait for a response.
   • Numan typically replies within 24 to 48 business hours.
   • Warning: If you don't hear back within 48 hours, send a follow-up email; support delays do happen, and following up creates an evidence trail.
5. Once support confirms your TRT cancellation, verify that your next renewal date has been removed from your account dashboard.
   • Log back in and check "My subscriptions" to confirm the TRT subscription is no longer listed as active.

Cancelling or rescheduling video consultations

Your upcoming video consultations with Numan clinicians can be managed separately from your medication subscription. You can reschedule or cancel individual appointments without affecting your prescription delivery.

1. Log in to your Numan account and navigate to "Upcoming appointments" or "My bookings".
   • You'll see a list of scheduled video consultations with dates and times.
2. Select the appointment you wish to cancel or reschedule.
   • Click or tap the appointment card to open its details.
3. Choose "Cancel appointment" or "Reschedule appointment" as required.
   • If cancelling, you may be asked briefly why; this is optional feedback.
4. Confirm your choice and you'll receive an immediate on-screen confirmation and an email receipt.
   • Check the email for any refund terms if the appointment was paid separately.

What happens after you cancel

Once your Numan subscription is cancelled, several things change immediately and others unfold over the following weeks. Knowing what to expect prevents surprises and helps you verify that your cancellation took effect correctly.

Stopping future deliveries

Cancelling your subscription stops all future medication deliveries and recurring charges. Your next renewal is removed from your account, and Numan will not charge your payment method again for that treatment.

Any orders that have already been dispatched or dispensed cannot be stopped, recalled or returned for safety and regulatory reasons. If medication is in transit to you after your cancellation date, it will still arrive; you can refuse delivery or contact support to arrange a return if you wish, though refunds for dispatched orders are typically not granted.

Pro tip: If you cancel on a date close to your renewal date, check your next billing date carefully. Some subscriptions renew on the same day each month, so if you cancel on the 25th but your renewal is the 1st of next month, you may still be charged once more depending on the exact timing.

Your account and medical records

Cancelling your subscription does not automatically delete your Numan account or your medical records. Your account remains accessible unless you explicitly request deletion. Numan retains your clinical history, consultation notes, and communications according to its data retention policy (typically up to seven years for medical records under South African healthcare regulations).

If you wish to delete your account entirely or request deletion of specific personal data, contact Numan support directly. You have the right to request this under South Africa's Protection of Personal Information Act (POPIA), and Stopee recommends submitting this request in writing via email so you have proof of the request date.

Refunds and what you're entitled to

Refund eligibility depends on the circumstances of your cancellation and the type of product involved. Stopee breaks down each scenario so you know exactly what to expect.

General refund rule: medication cannot be refunded once dispensed

Once Numan has dispensed or dispatched your prescription medication, no refund is issued. This is a safety and regulatory requirement under South African medicine law, not a company policy choice. Numan cannot take back medication because it cannot guarantee the storage conditions, safety or integrity of returned products.

This rule applies to all prescription items: TRT, erectile dysfunction treatments, hair-loss medications and any other prescription products.

Exceptions: damaged, faulty or incorrect items

If you receive medication that is damaged, faulty, or the wrong prescription, you can claim a refund or replacement. You must report the issue within two months of receiving the item. Here's how:

1. Take clear photographs of the damaged packaging, the affected medication, and the label showing the order date.
   • Include the serial number or batch code visible on the medication box.
2. Contact Numan support via email (support@numan.com) or in-app chat with your claim.
   • State clearly: "I received a faulty/damaged/incorrect item" and attach your photographs.
   • Include your order number, which appears in your delivery confirmation email.
3. Wait for Numan to validate your claim.
   • Validation typically takes 3 to 5 working days.
4. Once approved, Numan will either refund your money or arrange a replacement shipment.
   • Refunds are processed to your original payment method within 5 to 10 working days after approval.

Non-prescription products: 14-day return window

Some Numan products are non-medical items (such as supplements or skincare) that are not sealed at dispensing. These items may be returnable within 14 days of delivery, provided they are unused and in original packaging. Contact support with your order number to initiate a return.

Numan's specific product guarantees

Numan offers three targeted guarantees that go beyond standard refund policies:

Processing times for these guarantees vary. Contact support with your evidence (blood test results, photographs, or appointment confirmation) and allow 10 to 15 working days for assessment and refund processing.

Numan pricing in south africa

Numan publishes its pricing primarily in British pounds (GBP) for its UK market. No official South African pricing in ZAR is publicly listed on Numan's website or app at this time.

Why south african pricing isn't always clear

Numan's primary market is the UK and Europe. If you access Numan from a South African IP address, your app or website may show pricing in GBP, USD, or occasionally ZAR depending on your payment method and app settings. Currency conversion rates apply, and international payment fees may be added by your bank.

To confirm the exact price you'll pay in ZAR, contact Numan support directly. They can provide a quote for your specific treatment plan and payment method. Stopee recommends asking for the full breakdown: base subscription cost, any consultation fees, delivery fees, and total monthly ZAR amount.

*Numan does not publish official ZAR pricing. Contact their support team for accurate local quotes and to discuss payment plans if available.

Common cancellation mistakes to avoid

Cancelling a subscription should be straightforward, but small oversights can leave you still paying or create confusion with customer service. Stopee has seen these mistakes trip up countless customers, so learn from them now.

Mistake 1: confusing "pause" with "cancel"

Numan's app sometimes offers a "Pause subscription" button rather than "Cancel subscription." Pausing temporarily stops deliveries but keeps your account active and may resume automatically after a set period (typically 3 months). If you want to cancel permanently and stop all charges, select "Cancel," not "Pause."

Pro tip: If you see only a "Pause" option and truly want to cancel, contact support directly and ask for permanent cancellation rather than a pause.

Mistake 2: assuming orders in transit can be stopped

If you cancel your subscription but medication has already been dispatched, it will still arrive. You cannot stop a package in transit through your Numan account. If you don't want to receive it, you must refuse delivery when it arrives or contact support to arrange a return before it ships.

Mistake 3: not saving your cancellation confirmation

Some customers cancel through the app, assume it's done, and don't save the confirmation email. Weeks later, they're charged again and have no proof of cancellation. Always screenshot your on-screen confirmation and save the email to your records. This is your evidence if a dispute arises.

Mistake 4: cancelling close to your billing date

If your subscription renews on the 1st of each month and you cancel on the 30th of the previous month, you may still be charged one final time because the payment processes before the cancellation takes effect. Plan your cancellation for several days before your renewal date to ensure you're not charged.

Mistake 5: ignoring TRT support tickets

Because TRT cancellations require email or chat support (not self-service), many customers send a cancellation request and assume it's done without waiting for a response. Always wait for a reply confirming your TRT cancellation, then verify it in your account.

How to escalate if numan won't cancel

In rare cases, a company may refuse to cancel your subscription or deny a legitimate refund claim. Stopee knows that fighting back feels daunting, but South Africa's legal framework protects you.

Step 1: document everything

Before escalating, collect all evidence: cancellation requests sent via email, confirmation codes, screenshots of your account showing the subscription as active despite your cancellation request, and any support responses (or lack thereof). Save everything in one folder with dates clearly noted.

Step 2: send a formal demand email

Email support from your registered account email address. Keep it brief and factual: "On [date], I requested cancellation of my subscription. It remains active and I have been charged on [date]. Please confirm cancellation and refund the disputed charge within 10 business days." Include your order numbers and attach your evidence screenshots.

Step 3: escalate to the national consumer commission

If Numan doesn't respond within 10 business days or refuses your request, lodge a complaint with the National Consumer Commission (NCC) at ncc.org.za. The NCC investigates at no cost to you and has the authority to compel refunds under the Consumer Protection Act. Provide your email chain, cancellation requests, and evidence of the continued charge. Stopee recommends this step if the disputed amount exceeds R500 and Numan remains unresponsive.

Should you cancel, pause, or keep your numan subscription?

Sometimes the best choice isn't immediate cancellation. Consider your alternatives before you submit your cancellation request.

Reasons to cancel outright

• Your treatment plan has concluded and your clinician has advised stopping.
• You're experiencing side effects that concern you.
• You've found a more affordable treatment option or prefer in-person medical care.
• You want to try a different men's health provider.
• Your financial circumstances no longer allow for the subscription cost.

Reasons to pause instead

• You want to take a temporary break (for example, during holidays or a stressful period) but may return later.
• You're waiting for a follow-up consultation before deciding to continue.
• You want to compare results before committing long-term, and a pause preserves your clinical history without charges.

Reasons to stay subscribed

• Your treatment is working and your clinician recommends ongoing use.
• Pausing and restarting requires new consultations and delays; continuous use avoids gaps in care.
• You're within a product guarantee window (for example, 180 days for hair loss) and cancelling now forfeits your refund eligibility.

How stopee can help you cancel with confidence

Cancelling a health subscription can feel daunting, especially when medical records and recurring payments are involved. Stopee has helped thousands of consumers cancel their subscriptions, understand their refund rights, and navigate disputes with companies that resist cancellation. Whether you're uncertain about your legal rights in South Africa or need clarity on Numan's specific cancellation process, Stopee breaks it down into clear, actionable steps.

Visit Stopee at stopee.com to explore guides for cancelling other services, to understand your consumer rights in greater depth, and to access templates for formal cancellation emails and complaint letters. Stopee empowers you to take control of your subscriptions and reclaim your money when you're entitled to it.

Contact details and next steps

To cancel your Numan subscription or request support, use these contact methods:

Before you cancel, ask yourself: Is this a final decision or a temporary pause? Do you need to preserve your medical records for future reference? Should you request your data be retained or deleted? Once you have clarity on these points, follow the step-by-step instructions above for your specific subscription type. Remember to save all confirmations, and don't hesitate to escalate to the NCC if Numan doesn't honour your cancellation or refund request. Your consumer rights are not optional-they're your legal protection under South African law.