Manage Nerva

How to cancel nerva and claim your refund in south africa

What is nerva and why you might want to cancel

Nerva is a subscription-based digital therapy app that uses gut-directed hypnotherapy and behaviour tools to help you manage IBS symptoms and related digestive concerns. You access guided sessions, learn about the gut-brain connection, and use daily support tools through iOS, Android, or web platforms.

If Nerva isn't working for you, doesn't fit your budget, or you've reached your wellness goals, cancelling is straightforward. At Stopee, we guide South African consumers through the cancellation process so you understand your rights and keep your money in your pocket.

When cancellation makes sense

You might cancel Nerva if you've completed the programme, want to try a different therapy approach, experience side effects, or need to cut subscription costs. Whatever your reason, you deserve a clear path to cancel without frustration or hidden charges.

Your consumer rights in south africa

South African law protects your subscription rights under the Consumer Protection Act (CPA), which applies to digital services purchased via the internet or app store.

What the consumer protection act means for you

The CPA gives you the right to cancel within a reasonable period if you haven't received what was promised. For digital services, this typically means you can request a refund if Nerva fails to deliver its core function or you discover material misrepresentation in how the service was marketed to you.

Additionally, if Nerva automatically renews your subscription, South African consumer law requires transparent notification before each renewal. If you don't receive clear renewal warnings at least 21 days before your billing date, you have grounds to escalate a complaint to the National Consumer Commission (NCC).

Keep in mind: Nerva's own refund policy (outlined below) may be more generous than the legal minimum. At Stopee, we recommend using whichever option favours you most.

Your escalation point

If Nerva refuses to honour a refund you believe you're entitled to, contact the National Consumer Commission (NCC) at complaints@thencc.org.za or visit www.thencc.org.za. The NCC investigates complaints free of charge and can compel refunds where the law supports you.

Nerva pricing and subscription plans

Before you cancel, understand what you're paying and whether a refund applies based on your purchase date and usage.

Current pricing for south african customers

Nerva pricing in South African Rand (ZAR) varies by plan length and promotions. Always check the app store for current rates before purchase, as prices change seasonally. The table below reflects recent observed pricing.

Notes on billing and auto-renewal

All Nerva plans auto-renew at the end of each billing cycle unless you cancel in advance. This means if you pay R739.99 on the 15th of this month, your next charge will be R739.99 on the 15th of next month unless you cancel before that date.

Stopee recommends setting a phone reminder 7 days before your renewal date so you don't miss the cancellation window. Some consumers miss this deadline and end up paying an unwanted renewal charge.

How to cancel nerva on iOS (Apple app store)

Cancelling via Apple requires you to access your subscription settings directly on your iPhone or iPad. This method stops future renewals but typically allows you to keep access until the end of your current billing period.

Step-by-step cancellation on iOS

1. Open the Settings app on your iPhone or iPad.
   • Find the grey gear icon on your home screen.
2. Scroll down and tap your Apple ID at the very top of the Settings menu.
   • This shows your name and profile picture.
3. Select "Subscriptions" from the menu.
   • You'll see a list of all active subscriptions linked to your Apple account.
4. Find and tap "Nerva" in the subscriptions list.
   • If Nerva doesn't appear, you may not have an active subscription, or it renews via another platform.
5. Tap "Cancel Subscription" and confirm your choice.
   • Apple will ask you to confirm why you're cancelling. Your feedback is optional.

Warning: You must cancel at least 24 hours before your renewal date to avoid the next charge. If your renewal date is tomorrow, cancel today.

Pro tip: After you cancel, Apple sends you a confirmation email. Save this email as proof of cancellation in case you're charged again by mistake.

How to cancel nerva on android (Google play)

Android cancellation routes through Google Play and your device's subscription settings. The process is similar to iOS but uses Google's account system instead of Apple's.

Step-by-step cancellation on android

1. Open the Nerva app on your Android phone or tablet.
   • Tap the menu icon (usually three horizontal lines) in the app.
2. Navigate to Settings or Account options.
   • Look for "Subscription", "Billing", or "Manage Subscription".
3. Tap "Manage Subscription" or similar option.
   • This opens Google Play's subscription portal in your browser.
4. Select the Nerva subscription from the list.
   • You'll see your renewal date and next billing amount.
5. Tap "Cancel Subscription" and follow Google's confirmation steps.
   • Google will ask if you'd like to continue or confirm cancellation.

Pro tip: Google Play cancellations typically take effect immediately, but you retain access through the end of your paid billing period.

How to cancel nerva via web (Stripe payment system)

If you purchased Nerva directly through the Nerva website using a credit card, your payment is processed by Stripe and you cancel through Nerva's customer portal.

Step-by-step cancellation on the web

1. Visit the Nerva app or website and log into your account.
   • Use the same email address and password you used at signup.
2. Navigate to your account settings or billing section.
   • Look for "Subscription", "Billing", "Account", or "Manage Plan".
3. Tap or click "Manage Subscription" or "View Subscription Details".
   • This redirects you to the Stripe customer portal where Nerva hosts your billing information.
4. Select "Cancel plan" or "Cancel subscription" in the Stripe portal.
   • Stripe shows your renewal date and the reason options for cancellation.
5. Confirm the cancellation and note the confirmation reference number.
   • Stripe sends you a cancellation confirmation email within minutes.

Pro tip: Web-based cancellations (via Stripe) sometimes offer a last-minute discount or discount offer to retain you. You can accept or decline this offer before finalising your cancellation.

What happens after you cancel nerva

Cancelling Nerva doesn't mean instant loss of access. Understanding what to expect after cancellation prevents confusion and keeps you informed about your data.

Your access after cancellation

When you cancel, Nerva prevents future automatic renewals, but you typically retain full access to the app and your progress until the end of your current paid billing period.

For example, if you cancel on the 10th and your renewal date is the 30th, you can use Nerva until the 30th without paying again. After the 30th, your access ends unless you re-subscribe.

Always check your cancellation confirmation email for the exact date your access ends. If the date isn't clear, contact Nerva support directly so there's no surprise when your access stops.

Your account and personal data

Cancelling your subscription does not automatically delete your account or personal data. Nerva stores your progress, session history, and profile settings on its servers even after cancellation.

If you want Nerva to permanently delete your account and all associated data, you must request this separately. Contact Nerva support via the official website and request full account deletion under South African data protection principles (aligned with POPIA, the Protection of Personal Information Act).

Keep in mind: Stopee recommends keeping your account active (without paying) for at least 30 days after cancellation in case you need to re-subscribe or retrieve your data. If you delete your account, that option disappears.

Nerva refund policy and eligibility

Nerva offers refunds under specific conditions depending on where you purchased and how much you've used the app. At Stopee, we break down your refund options so you know exactly what you can claim.

Refunds for web and google play purchases

Nerva offers a money-back guarantee of up to 42 days for web and Google Play purchases. This is longer than many competitors and gives you genuine time to test the app.

Eligibility requirements:

• You must have listened to no more than 7 guided sessions.
• You must have paid only once (no multi-month or annual purchases qualify for partial refunds).
• You must request the refund within 42 days of purchase.

If you meet these criteria, email Nerva support with your order confirmation and request a refund. Nerva typically processes refunds within 5 to 10 business days.

Pro tip: If you've completed 8 sessions, you just miss the refund cut-off. In this case, contact Nerva support and explain your experience. Sometimes customer service offers a goodwill refund even outside the stated policy.

Refunds for iOS (Apple app store) purchases

Apple handles all refunds for iOS purchases, not Nerva. This means Apple's policies override Nerva's own terms.

Apple typically considers refund requests within 30 days of purchase and accepts requests for non-delivery, accidental purchase, or misleading app description. To request an iOS refund:

1. Visit reportaproblem.apple.com and sign in with your Apple ID.
2. Select the Nerva transaction from your purchase history.
3. Choose "Report a Problem" and select your reason (e.g., "I didn't authorise this charge" or "The app doesn't work as described").
4. Submit your request and wait for Apple's response (typically 3 to 5 business days).

Warning: Apple rarely grants refunds beyond 30 days, even if you didn't use the service. Request early if you think you're eligible.

Common mistakes when cancelling nerva

Cancelling a subscription feels straightforward, but many users make small errors that cost them money or delay access removal. Stopee's experience helps you avoid these costly slip-ups.

Missing the renewal deadline

The most common mistake is forgetting to cancel before your renewal date. Nerva auto-renews on the same day each month, and if you cancel even one day late, you pay for the next full month.

Set a phone reminder exactly 7 days before your billing date. Write your renewal date on a calendar or use your bank's transaction alerts to warn you of upcoming charges.

Cancelling via the wrong platform

If you purchased via the app store (iOS or Android), you must cancel through that same app store's settings. Contacting Nerva support directly won't cancel your app store subscription, and you'll continue to be charged.

Conversely, if you purchased via Nerva's website (Stripe), app store cancellation won't affect your web subscription.

Before cancelling, check your last receipt email. It will show whether you were charged by Apple, Google, or Stripe. Cancel through that platform only.

Deleting the app before cancelling

Uninstalling the Nerva app from your phone does not cancel your subscription. Many users assume it does, only to find they're charged the following month because the subscription remained active.

Always cancel the subscription first (via app store or web settings), then delete the app if you wish. The order matters.

Not saving your cancellation confirmation

After cancellation, save your confirmation email or screenshot for at least 6 months. If Nerva mistakenly charges you again, you'll have proof that you cancelled on a specific date.

Forward this confirmation to your bank's dispute team if an unwanted charge appears on your account. Banks use this evidence to reverse fraudulent or erroneous charges.

Your cancellation checklist for nerva

Use this checklist to ensure you've cancelled correctly and protected yourself from unexpected charges.

When to contact nerva support

If cancellation steps fail, Nerva's support team can intervene manually. Contact them when platform-based cancellation doesn't work.

Why you might need direct support

Sometimes app store systems glitch, or your account has a billing issue that requires human help. Contact Nerva support if:

• Cancellation steps don't appear in your app settings.
• The app store redirects fail or time out.
• You're charged after completing cancellation.
• You want to request account deletion.

Most Nerva support requests are handled via email or in-app messaging. Response times typically range from 24 to 48 hours, though you should expect a response within 5 business days. At Stopee, we recommend including your order confirmation number and the date you cancelled to speed up resolution.

After cancellation: what south african consumers should know

The steps don't end when you click "cancel". Here's what to monitor in the days and weeks after to ensure your cancellation sticks.

Monitor your bank account

Check your bank statement for the next 7 days after your renewal date passes. You should not see a new Nerva charge. If you do, that's an erroneous or fraudulent charge, and you have the right to dispute it with your bank.

South African banks (under the NCC's guidance) typically reverse wrongful charges within 10 business days if you report them within 60 days of the transaction.

Verify your access ends on time

Open the Nerva app a few days after your stated access end date. The app should prompt you to re-subscribe or show a message that your access has expired. If you still see full access after the end date, contact Nerva support immediately.

Consider your data retention choices

Decide whether you want Nerva to keep or delete your account data. If you think you might re-subscribe in future, leave your account active (Nerva won't charge you if there's no active subscription). If you want a clean break, email Nerva support and request permanent account and data deletion within 30 days of cancellation.

Key takeaways and next steps

Cancelling Nerva is fast and reversible, but timing is everything. You now understand your South African consumer rights, your refund options, and the exact steps to cancel on iOS, Android, or web platforms.

The National Consumer Commission remains your backstop if Nerva refuses a refund you believe you're entitled to. Stopee has helped thousands of South African consumers cancel unwanted subscriptions, recover erroneous charges, and understand their rights under the Consumer Protection Act. Whether you're testing apps, managing your budget, or switching to a different therapy approach, Stopee empowers you to cancel with confidence and keep your money.

Start your cancellation today using the method that matches your purchase platform. Set your reminder, complete the steps, and save your confirmation. You've got this.