Manage Lunaq

How to cancel lunaq in south africa: your step-by-step guide to stopping your subscription

What is lunaq and why you might want to cancel

Lunaq is a subscription-based feedback management platform designed to help businesses collect, analyse and visualise customer responses. The service centralises feedback workflows, identifies trends across responses and generates insight reports for stakeholders. If your business no longer needs structured feedback analytics or you've found a better alternative, cancelling makes sense.

Understanding what lunaq does

Lunaq serves teams that depend on ongoing customer feedback loops and real-time analytics. It's built for companies wanting to streamline how they gather and act on customer insights. The platform consolidates responses in one place, saving time on manual data management and spreadsheet chaos.

Common reasons to cancel

Your business may outgrow Lunaq if you've switched to another feedback tool, downsized your team, or found the cost no longer justified by usage. Budget cuts, restructuring or a shift towards different analytics platforms are all legitimate reasons to step back. Whatever your reason, Stopee understands that cancelling subscriptions should be straightforward and stress-free.

Your consumer rights in south africa before you cancel

South African consumer law protects you when you subscribe to digital services like Lunaq. Understanding your rights makes cancellation smoother and gives you leverage if disputes arise.

What the consumer protection act means for you

The National Credit Act and Consumer Protection Act (CPA) require that service providers deliver what they promise. Your Lunaq subscription must be supplied with reasonable care and skill, match its description and be fit for purpose. If Lunaq fails to deliver as advertised, you have grounds to request a refund or cancellation without penalty.

South African law also mandates that service providers give you clear terms upfront. Hidden fees, automatic renewal without consent and unreasonable lock-in periods all breach consumer rights. If Lunaq's contract contains unfair terms, you can dispute them through official channels.

Your right to cancel and escalation paths

You have the right to cancel your subscription. If Lunaq refuses without valid cause, you can escalate to the National Consumer Tribunal or lodge a complaint with the relevant provincial consumer protection office. Keep every email, cancellation request and billing statement. Stopee recommends documenting everything because evidence is your strongest tool if you need to escalate.

Cancellation methods for lunaq

Lunaq offers several ways to end your subscription, depending on how you signed up and what access you currently have to your account.

Self-service cancellation through your account

The fastest route is to cancel directly within Lunaq's web platform. This method puts control in your hands and generates an instant confirmation number you can keep for your records.

Email-based cancellation if self-service fails

If you cannot access your account or the self-service option doesn't appear, you can request cancellation via email to Lunaq support. This method is slower but creates a paper trail if disputes arise later.

How to cancel lunaq step by step

Follow these steps to cancel your subscription cleanly and capture proof of your request.

Self-service cancellation (fastest method)

1. Sign into your Lunaq account using your email and password.
   • If you've forgotten your password, reset it via the login page before proceeding.
2. Navigate to the account settings or subscription management section (usually labelled "Billing," "Plans" or "Account").
   • Look for a sidebar menu on the left or settings icon in the top-right corner.
3. Locate your active subscription plan and select "Manage plan," "Edit subscription" or a similar option.
   • You may see renewal dates, payment methods and plan details here.
4. Click the "Cancel subscription," "Downgrade" or "Remove plan" button.
   • Warning: Some platforms ask for feedback on why you're leaving; answer honestly but concisely.
5. Review the cancellation summary, including your final billing date and data retention notice.
   • Note the exact date your access will stop. This is when you lose ability to export reports.
6. Click "Confirm cancellation" or "Complete cancellation."
   • A confirmation number or reference ID will appear on screen-screenshot this immediately.
7. Check your email within 5 minutes for a confirmation email from Lunaq.
   • File this email in a dedicated folder. You'll need it if billing continues after cancellation.

Email-based cancellation (backup method)

1. Compose a cancellation email to Lunaq support using the contact address listed on their website or in your account.
   • If you cannot find an email address, use the in-app support chat or contact form.
2. In the subject line, write: "Cancellation request - [Your Account Email]."
   • Use a clear, professional subject to avoid your email being buried.
3. In the body, include:
   • Your full name and registered email address.
   • Your account or subscription ID (visible in account settings).
   • The date you want to cancel (immediate or end of current billing period).
   • A request for a confirmation email with your cancellation reference number.
4. Send the email and take a screenshot of the sent message (with timestamp visible).
   • Pro tip: Use a tracked email or request a read receipt to prove Lunaq received your message.
5. Wait for a confirmation response within 2-3 business days.
   • If no response arrives, resend the email and escalate to a manager via in-app chat.
6. File the confirmation email and any correspondence in your records folder.
   • You'll want this proof if you're billed after cancellation.

What happens after you cancel lunaq

Cancelling doesn't mean instant access loss. Understanding the timeline helps you export data and prepare for the transition.

Your access timeline and data security

Most SaaS platforms, including Lunaq, allow you to keep using the service until the end of your current billing period. If you cancel mid-cycle, you retain access until that renewal date passes. This grace period is your window to download reports, export customer feedback and back up any insights you've generated.

Warning: After your access ends, Lunaq may delete your data after 30-90 days (exact retention periods vary). Request explicit details about data retention in your cancellation confirmation email. If data recovery matters, ask support to clarify the retention schedule in writing.

How to export your data before access ends

1. Sign into Lunaq immediately after your cancellation confirmation arrives.
   • Do not wait until the last week of access.
2. Navigate to your feedback reports, analytics dashboard or data management section.
   • Identify all reports and datasets you need to keep.
3. Export reports in PDF or CSV format (whichever is available).
   • CSV exports are better for re-importing into other tools later.
4. Download any custom dashboards or summary visualisations as screenshots or PDFs.
   • These may not export directly; screenshots ensure you preserve the layout.
5. Request a data export from support if the self-service export tools are limited.
   • Include this request in your cancellation email for urgency.
6. Store all exports in a secure folder backed up to cloud storage (Google Drive, OneDrive or Dropbox).
   • Never rely solely on your computer's hard drive.

Will you get a refund after cancelling lunaq

Refund policies for software subscriptions depend on when you cancel and what your contract says. Lunaq's published refund policy is not widely available, which means you need to know your rights and how to claim a refund if justified.

When you qualify for a refund

You may earn a refund in these situations:

• Billing errors or duplicate charges: If Lunaq charged you twice in the same cycle or charged you after cancellation, you qualify for a full refund of the duplicate amount.
• Service failure or misrepresentation: If Lunaq failed to deliver the features described at sale or was unavailable for extended periods, consumer law in South Africa may entitle you to a partial or full refund.
• Cancellation within a trial period: If you signed up for a free or paid trial and cancelled before the trial ended, you should not be charged.
• Unfair contract terms: If Lunaq's cancellation terms were unclear, hidden or breached consumer protection rules, you have leverage to request a refund.

How to claim a refund from lunaq

1. Review your billing statements from the last three months.
   • Identify any charges that look wrong or happened after you cancelled.
2. Compose a refund request email to Lunaq's billing or support team.
   • Be specific: "I was charged R[amount] on [date], which was [reason: duplicate/after cancellation/not as described]."
3. Attach supporting evidence:
   • Screenshots of your billing statement or bank statement.
   • Copies of your cancellation confirmation email.
   • Screenshots showing service outages or missing features (if applicable).
4. Give Lunaq 10 business days to respond.
   • Document the date you sent the request.
5. If they refuse or ignore you, escalate to your bank or credit card company.
   • Request a chargeback or dispute within 60 days of the charge.
6. If the amount is significant and Lunaq won't budge, lodge a complaint with the National Consumer Tribunal.
   • Stopee recommends keeping all communication records in one email folder for easy access.

Lunaq pricing plans and billing cycles

Lunaq's pricing is not publicly listed and varies based on your organisation's size and feedback volume. Contact Lunaq directly for current rates in South African Rands.

How pricing is structured

Getting a quote and understanding your bill

Use Lunaq's contact page or sales form to request a pricing quote tailored to your needs. When you receive your quote, confirm the renewal date, billing frequency and cancellation notice period before you sign. This prevents surprises later when you want to cancel.

Stopee advises reviewing your first invoice carefully. Check that you're paying for the plan you agreed to and that no extra fees appear without explanation. If your bill looks wrong, email support within 7 days of receiving it-most platforms have a dispute window.

Common mistakes that delay or prevent cancellation

Cancelling subscriptions can feel unnecessarily complicated, especially when companies use dark patterns to trap you. Learn the mistakes so you don't repeat them.

Mistakes that cost you money or time

• Not checking your billing cycle before cancelling: If you cancel mid-cycle, you typically lose access at the next renewal date, not immediately. You may pay for unused time if you don't understand when your cycle ends. Always screenshot your billing page showing the renewal date.
• Using only self-service cancellation without email confirmation: If Lunaq's system glitches and your cancellation doesn't process, you won't know until you're billed again. Always follow up with a support email. This creates a legal trail if billing continues.
• Not exporting your data before access ends: Once Lunaq deletes your data, recovery is expensive or impossible. Set a phone reminder to export reports one week after cancellation, not the day before access ends.
• Cancelling via email without proof of delivery: If you cancel via email but never get confirmation, Lunaq can claim they never received it. Use tracked email or request a read receipt to prove they got your message.
• Not keeping billing statements after cancellation: If Lunaq charges you weeks later claiming your cancellation never went through, you'll need proof of your request and confirmation number. Store statements for at least 12 months after cancellation.

Your cancellation checklist for lunaq

Use this checklist to ensure you cancel cleanly and protect yourself against surprise charges.

Before you cancel

• Log into your Lunaq account and locate your billing section.
• Screenshot your current plan, renewal date and payment method.
• Check for any notice period required in your subscription terms (usually 30 days).
• Identify all reports and data you need to export.

During cancellation

• Use self-service cancellation if available; take a screenshot of the confirmation page.
• If self-service fails, send an email to support and request a read receipt.
• Note your cancellation reference number or email confirmation ID.
• Export all reports, dashboards and data to your computer.

After cancellation

• Receive and file the confirmation email from Lunaq's support team.
• Upload all exported data to a cloud backup (Google Drive, Dropbox or OneDrive).
• Set a reminder to check your bank or credit card statement 5 days after your scheduled end date to ensure no further charges appear.
• If you're charged after your cancellation, dispute it within 60 days with your bank.
• Keep all documentation (cancellation email, confirmation number, billing statements) for 24 months.

What people say about lunaq and alternatives to consider

Limited independent reviews of Lunaq exist in South Africa, which makes it harder to compare against alternatives. Before you cancel, consider whether you're leaving because the tool doesn't fit or because you've found a better option.

Why customers cancel lunaq

Common reasons include high cost relative to usage, complexity for small teams and limited integrations with other business tools. Some organisations find simpler feedback platforms (like Typeform or Google Forms) handle their needs without the subscription expense. Others scale to enterprise tools that offer deeper analytics.

Whatever your reason, cancelling is the right move if Lunaq no longer serves your business. Stopee understands that every rupee counts, and you shouldn't pay for software you're not using.

Escalation and support contact for lunaq

If Lunaq refuses to cancel your subscription or continues billing after you've cancelled, escalate using these channels.

Step-by-step escalation path

1. Email Lunaq's support team again, clearly stating you've already requested cancellation and the date. Request a final confirmation and proof it's been processed.
2. If no response within 5 business days, contact Lunaq's sales team via their main contact page. Request escalation to a manager.
3. If billing continues after cancellation confirmation, dispute the charge with your bank within 60 days. Provide your cancellation email and confirmation number.
4. Lodge a formal complaint with the National Consumer Tribunal using their online portal. Include all email correspondence and billing evidence.

How to reach lunaq

Lunaq's primary office is located in Gillitts, South Africa. You can find current contact details via the Google Play Store app listing or their official website. When you contact them, provide your account email and subscription ID for faster resolution.

Consumer protection backup

If Lunaq ignores your cancellation request, contact the National Consumer Tribunal or your provincial consumer protection office. South African consumer law is on your side-any company refusing to cancel a subscription without legitimate contractual grounds is breaking the law.

Final summary: take control of your lunaq cancellation today

Cancelling Lunaq should be simple, but companies sometimes make it harder than it needs to be. You now have the steps, your rights and the escalation paths to cancel cleanly. Screenshot everything, export your data immediately after cancellation and monitor your billing for the next 90 days.

Remember: you are the customer. South African consumer law protects your right to cancel subscriptions, and Lunaq must honour reasonable cancellation requests. If they don't, you have legal remedies.

Stopee has helped thousands of consumers cancel unwanted subscriptions by simplifying the process and empowering them with knowledge. You deserve clarity, control and peace of mind. Follow the checklist above, keep your evidence and don't settle for complications. Your cancellation ends today, not months from now.

Start your cancellation today using the self-service method outlined above. If you run into trouble, Stopee is here to help you navigate next steps. Visit stopee.com for more guides on cancelling services and claiming refunds in South Africa.