Manage Ketogo

How to cancel ketogo in south africa: your step-by-step guide to getting out

What ketogo is and why you might want to leave

Ketogo is a subscription-based wellness app that delivers personalised meal plans, nutrition tracking, and workout guidance to support your weight loss journey. The service operates on a recurring payment model, with optional add-ons like premium content, shopping lists, nutritionist chat access, and home workout videos available to boost your plan.

If you signed up for Ketogo and now realise it is not delivering the results you expected, or you have simply decided to take your health journey in a different direction, you have consumer rights protecting your ability to walk away. This guide from Stopee will walk you through exactly how to cancel, what happens next, and how to claim a refund if you qualify.

Where ketogo operates from

Ketogo is registered as Keto SIA, located at Lastadijas iela 6, LV-1050, Riga, Latvia. This address is the official point of contact for formal notices, recurring payment disputes, and refund requests under South African consumer law. Understanding this detail matters because it defines which legal framework applies to your cancellation and refund rights.

Your consumer rights when cancelling ketogo in south africa

South Africa's Consumer Protection Act (CPA) and the National Credit Act (NCA) give you specific protections when dealing with subscription services. Stopee exists to help you understand and enforce these rights.

The withdrawal period: your 5-day escape window

Under Ketogo's own terms and South African consumer law, you have a 5-day cooling-off period from the moment your contract is formed. This is your most powerful refund tool. During this window, you can withdraw from the service without penalty and receive a full refund, regardless of whether the service worked or not.

Pro tip: If you purchased Ketogo in the last five days, stop reading and request a full refund immediately. This period is non-negotiable under consumer law.

After the 5-day window closes, your rights shift. You can still cancel at any time, but refunds only apply if Ketogo fails to deliver what was promised, or if you can prove material misrepresentation in how the service was marketed to you.

What the consumer protection act means for you

South Africa's CPA requires that any digital service (including subscription apps) must be delivered as described. If Ketogo's meal plans are poorly personalised, the tracking tools do not function properly, or the workout videos are of significantly lower quality than advertised, you have grounds to claim a refund even after your 5-day window expires.

You must provide clear evidence: screenshots of broken features, email chains showing support failures, or video proof of misleading claims. Stopee recommends collecting this evidence as soon as you notice an issue, because delays weaken your position when escalating to Ketogo or to the relevant consumer authority.

How to cancel ketogo: step-by-step instructions by platform

The way you cancel Ketogo depends entirely on where you bought it. Your purchase channel determines who controls your subscription and who can stop the billing. Stopee has broken this down into the clearest path for each option.

Cancel if you purchased via the ketogo web app

This is the most straightforward cancellation route because you manage the subscription directly with Ketogo.

1. Visit my.ketogo.app and log in with your email and password.
   • If you have forgotten your password, use the "Forgot password" link on the login screen.
2. Navigate to your Profile menu (usually in the top-right corner or side menu).
   • Look for a settings or account management option.
3. Find "Weight Loss Plan" or "Subscription" and select "Edit".
   • You may see your current plan details, billing cycle, and next renewal date here.
4. Complete the exit survey that Ketogo will present.
   • Ketogo uses these surveys to understand why people leave. Answer honestly but briefly.
   • This step is mandatory for web-based cancellations and typically takes under two minutes.
5. Confirm your cancellation on the next screen.
   • Read the confirmation message carefully to understand your final access date.
6. Take a screenshot of the confirmation message or banner as proof of cancellation.
   • Warning: If Ketogo charges you after you cancel, you will need this screenshot to dispute the charge with your bank.
7. Cancel any add-on services separately: go to Profile, select each add-on (Premium content, Shopping List, Nutritionist Chat, or Home Workouts), and tap "Delete" or "Unsubscribe".
   • Some users forget this step and continue paying for add-ons even after cancelling the main plan.

Timing is critical: Cancel at least 48 hours before your next billing date to avoid being charged for another cycle. You can find your next renewal date in your account settings.

Cancel if you purchased via the apple app store (iOS)

If you signed up for Ketogo through your Apple account, Apple controls your subscription, not Ketogo. You must cancel through Apple.

1. Open the Settings app on your iPhone or iPad.
   • Do not open the Ketogo app itself.
2. Tap your name at the top of the Settings menu.
   • You will see "Apple ID, iCloud, Media & Purchases".
3. Select "Subscriptions".
   • This shows all active subscriptions linked to your Apple account.
4. Find and tap "Ketogo" in the list.
   • If you do not see Ketogo here, you may have purchased via the web app instead. Go back and check my.ketogo.app.
5. Tap "Cancel Subscription" or "Edit Subscription" depending on what your screen shows.
   • Follow the on-screen prompts to confirm cancellation.
6. Screenshot the confirmation screen for your records.
   • Apple will send you a confirmation email to the address associated with your Apple ID.

Warning: Simply deleting the Ketogo app will not cancel your subscription. If you delete the app without cancelling through Apple, you will continue to be charged.

Cancel if you purchased via google play (Android)

Google Play manages your Ketogo subscription if you purchased it on an Android device. You must use Google's subscription management system to stop billing.

1. Open the Google Play Store app on your Android device.
   • Locate the app icon (a coloured triangle) and tap it.
2. Tap your profile icon in the top-right corner.
   • It usually looks like a circle with your initial or photo inside.
3. Select "Manage my subscriptions" or "Subscriptions".
   • The exact wording varies by Android version.
4. Find Ketogo in your active subscriptions list and tap it.
   • You will see your plan name, price, and renewal date.
5. Tap "Cancel subscription".
   • Google will ask you to confirm and may offer retention incentives (discounts or free trial extensions). You can decline these.
6. Complete the cancellation and take a screenshot of the final confirmation.
   • Google sends a confirmation email confirming the cancellation date.

Pro tip: If Google offers you a discount to keep your subscription, do not accept it unless you genuinely want to stay. Accepting a discount restarts your subscription and resets your withdrawal period in some cases.

What happens after you cancel ketogo

Cancelling your subscription does not immediately cut off your access. Understanding what you lose and when matters for planning your next steps.

Your access and data after cancellation

You typically retain access to Ketogo's features until the end of your current billing cycle. If you paid for a month, you keep access for the remainder of that month. If you paid for a year, you get the rest of that year (though you can request an early refund if you fall within the 5-day window).

Once your billing period expires, your access ends. Your account data (meal history, weight logs, workouts completed) usually remains stored by Ketogo for a limited time, but you will no longer be able to use the app or access new content.

Pro tip: If you have useful meal plans or workout data you want to keep, export or take screenshots before your access expires. Ketogo may not retain this indefinitely after you leave.

Stopping automatic renewal

Cancellation stops automatic renewal completely. After your current billing cycle ends, Ketogo will not charge you again. Make sure you receive confirmation of this from the platform you used (Ketogo's website, Apple, or Google), and keep that confirmation for your records.

If Ketogo continues to charge you after cancellation, contact your bank or card issuer immediately to dispute the charges. Provide them with your cancellation screenshot as evidence.

Can you get a refund from ketogo

Your refund eligibility depends on how long you have been subscribed and whether you can prove a fault with the service.

The 5-day withdrawal refund

If you cancel within 5 days of your contract start date, South African consumer law entitles you to a full refund. Ketogo must honour this, regardless of whether you used the app or how much content you consumed.

To claim this refund, contact Ketogo's support through the app or email, and explicitly reference the 5-day consumer withdrawal period. Include your subscription start date and cancellation date in your message. Stopee recommends sending this in writing (email or app message) rather than calling, so you have a record.

Refunds after the 5-day window

After five days, Ketogo's standard policy treats recurring payments as non-refundable. However, you can still claim a refund if you can prove that Ketogo failed to deliver what was promised.

For example, if personalised meal plans are not actually personalised, if the app crashes repeatedly, or if premium features promised at signup are missing or broken, you have grounds for a refund claim. You must provide visual evidence: screenshots, videos, or dated correspondence with Ketogo support showing the problem.

App store and google play refunds

If you purchased Ketogo through Apple App Store or Google Play, refund requests must go through those platforms, not directly to Ketogo.

• Apple: Contact Apple Support within 180 days of purchase. Apple may offer a refund for accidental purchases or if you report the issue promptly.
• Google Play: Google allows refund requests within 48 hours of purchase for most app subscriptions. After 48 hours, refunds are discretionary.

Stopee recommends filing your refund request as soon as you realise you want out. Both platforms favour faster requests over delayed ones.

Ketogo pricing and billing details

Understanding what you are paying for helps you assess whether a refund claim is worth pursuing.

Standard plans and add-ons

Specific pricing for Ketogo varies by region and promotional offers. The main subscription (Standard Weight Loss Plan) is available, alongside optional add-ons including premium content, shopping list tools, nutritionist chat access, and home workout videos.

Because Stopee cannot verify live pricing from Ketogo's public sources, contact Ketogo directly via the app or my.ketogo.app to confirm current rates, billing cycles (monthly or annual), and what each tier includes.

Common mistakes to avoid when cancelling ketogo

Cancelling a subscription sounds simple, but small errors cost many people money they should have gotten back. Learn from others' mistakes so you do not repeat them.

Deleting the app instead of cancelling the subscription

This is the most common and costly error. Removing the Ketogo app from your phone does absolutely nothing to stop billing. Your subscription remains active, and your next renewal charge will go through on schedule.

You must actively cancel through the method tied to your purchase channel (Ketogo's website, Apple, or Google). Deletion is just housekeeping; it does not protect you.

Forgetting to cancel add-ons separately

If you added premium content, nutritionist chat, or home workouts to your plan, cancelling the main subscription does not automatically cancel these add-ons. You must delete each one individually from your account.

Many users cancel their main plan, think they are done, and then discover three months later that add-ons are still charging them. Stopee recommends cancelling the main plan and all add-ons on the same day, so you know everything is gone.

Cancelling too late in your billing cycle

If you cancel just one day before your renewal date, you still get charged for the next cycle. You must cancel at least 48 hours before renewal to avoid the charge. Check your account for the exact renewal date and set a phone reminder if needed.

Not keeping cancellation proof

Screenshots matter. If Ketogo charges you after cancellation, your bank or credit card company will ask for evidence that you requested cancellation. If you have no proof, they may assume you authorised the charge.

Screenshot your cancellation confirmation, your account showing no active subscription, and any confirmation emails. Keep these for at least 12 months.

Missing the 5-day refund window

The 5-day withdrawal period passes quickly. If you signed up on a Monday, you have until Friday to request a refund under South African law. After that, refunds become much harder to claim.

If you are unhappy with Ketogo, contact support immediately. Do not wait a week to decide. Stopee has seen people lose hundreds of rands because they delayed by just a few days.

Contacting ketogo for support and disputes

If Ketogo does not honour your cancellation or refund request, you have escalation options.

Ketogo's formal address for disputes

Send formal notices, refund disputes, or recurring payment complaints to the registered address:

Keto SIA
Lastadijas iela 6
LV-1050
Riga, Latvia

Send written correspondence (email or registered post) with clear details: your account email, subscription dates, what you are requesting, and why. Keep a copy for your records. Allow 14 days for a response.

Escalating to your bank or payment provider

If Ketogo ignores your cancellation or refund request within 14 days, contact your bank or credit card company. You have the right to dispute charges for services you cancelled.

Provide your bank with your cancellation screenshot, your refund request email, and Ketogo's non-response. Your bank can reverse the charge and launch a dispute on your behalf.

Your checklist before and after cancelling ketogo

Use this checklist to ensure you have covered every step and protected yourself from being charged again.

• I have noted my next billing date (from my account settings).
• I am cancelling at least 48 hours before renewal.
• I have identified whether I purchased via Ketogo's web app, Apple App Store, or Google Play.
• I have cancelled the main subscription through the correct platform (my.ketogo.app, Apple Settings, or Google Play).
• I have cancelled all active add-ons (Premium, Shopping List, Nutritionist Chat, Home Workouts) if I had any.
• I have taken a screenshot of the cancellation confirmation.
• I have saved any confirmation emails from Ketogo, Apple, or Google.
• I have checked my account to confirm the subscription now shows as cancelled or inactive.
• If I qualify for a 5-day refund, I have contacted Ketogo in writing with my refund request.
• I plan to monitor my bank statement for the next billing cycle to ensure no charge appears.
• I have saved all correspondence for 12 months in case of a dispute.

Why stopee exists for you

Subscription services are designed to make cancellation harder than signup. Businesses benefit when you forget, miss deadlines, or do not know your rights. Stopee has helped thousands of consumers cancel services like Ketogo, reclaim refunds, and understand their protections under South African law.

If you are stuck, unsure about your refund eligibility, or facing resistance from Ketogo, Stopee is here to guide you through the process and help you get what you are entitled to. Your consumer rights are real. Using them is your choice.

Visit Stopee.com today to explore cancellation guides for hundreds of other services, access refund templates, and connect with consumer advocates who understand the law and your situation.