Manage Truecoach

How to cancel TrueCoach in south africa and protect your money

What is TrueCoach and who should cancel

TrueCoach is a subscription software platform that helps fitness coaches deliver workout programs, track client progress, and manage payments all in one place. If you're a coach, you use it to organise your client base and automate billing. If you're a client, you receive customised training plans and log your workouts through the app.

You might be thinking about cancelling because the service no longer fits your needs, you've found a better alternative, or you're simply taking a break from training. Whatever your reason, Stopee is here to walk you through the process step by step and make sure you understand your rights before you hit that cancel button.

When cancellation makes sense

Cancelling TrueCoach makes sense if you've switched to a different coaching platform, you're managing your fitness independently, or the monthly cost no longer fits your budget. It also makes sense if you subscribed on impulse and realised within the first 90 days that the service wasn't right for you, because TrueCoach offers a money-back guarantee for new customers.

Before you cancel, check whether you're eligible for a refund. If you subscribed through the Apple App Store or Google Play, you'll need to cancel through those platforms instead, which operate under their own refund rules. Understanding this upfront saves you frustration later.

Pricing in south africa and what you're paying for

TrueCoach publishes its pricing in USD on its website, and no official ZAR pricing is advertised for South African customers. This means the rand amount you see in your bank statement depends on current exchange rates and may vary slightly each billing cycle.

For accurate local pricing in rands, contact TrueCoach sales directly or check your billing statement to see what you're currently being charged.

Your consumer rights in south africa

South Africa's Consumer Protection Act (CPA) gives you powerful protections when you buy digital services, and these rights apply to TrueCoach subscriptions.

What the CPA protects you for

Under the CPA, TrueCoach must deliver the service as advertised, treat you fairly, and be transparent about costs and terms. If the service is defective, doesn't work as described, or you were misled about what you're paying for, you have grounds to request a refund or cancellation regardless of the company's standard policy.

This is especially important if you've been charged repeatedly for a service you cancelled, or if TrueCoach promised features that never materialised. The CPA is your safety net, and South Africa's National Consumer Commission (NCC) enforces it.

How this applies to TrueCoach

TrueCoach's 90-day money-back guarantee is a contractual offer that applies only to new web-based subscriptions and only if you meet their eligibility conditions (new customer, no prior TrueCoach use in the last 12 months). This guarantee is separate from your CPA rights.

If you subscribed through Apple App Store or Google Play, Apple's and Google's terms of service become your primary agreement, not TrueCoach's. However, the CPA still applies to the underlying service quality and transparency. If TrueCoach or the app store refuses to refund you unfairly, you can escalate to the NCC.

How to cancel TrueCoach on the web platform

Cancelling your TrueCoach web subscription (if you're a coach) is straightforward and takes just a few minutes through your account dashboard.

1. Log into your TrueCoach account on the web at the main website.
   • Use your email and password to access your coach dashboard.
2. Navigate to Account Settings by clicking your profile or settings icon (usually in the top right corner).
   • Look for a section labelled "Account," "Billing," or "Subscription."
3. Find the Plan section and look for the option to view or manage your subscription.
   • You should see your current plan and a "Cancel plan" or "Change plan" button.
4. Click Cancel plan and choose your cancellation timing.
   • TrueCoach will often give you two options: cancel immediately (if offered) or cancel at the end of your current billing cycle.
   • If you want a refund, cancelling immediately may be better so you can claim the money-back guarantee within 90 days (see refund section below).
5. Confirm your cancellation by following the on-screen prompts.
   • TrueCoach will send you a confirmation email; save this for your records.
6. Check your email for a confirmation and note the cancellation effective date.
   • Pro tip: If you don't receive a confirmation email within 5 minutes, log back in to verify the cancellation went through.

Cancelling app store subscriptions

If you subscribed through the Apple App Store or Google Play, TrueCoach cannot cancel your subscription for you. You must cancel directly through the app store where you bought it.

1. For Apple App Store subscriptions, open the App Store app on your iPhone or iPad.
   • Tap your profile icon (top right) and select "Subscriptions."
   • Find TrueCoach and tap it.
   • Tap "Cancel Subscription" and confirm.
   • Apple will send you a confirmation email.
2. For Google Play subscriptions, open Google Play on your Android device or visit play.google.com.
   • Go to your account menu and select "Subscriptions."
   • Find TrueCoach and tap it.
   • Tap "Cancel subscription" and confirm.
   • Google will send you a confirmation email.

Warning: Uninstalling the TrueCoach app does not cancel your subscription. You must cancel through the app store itself, or you'll keep being charged until the billing cycle ends.

If you're a coach cancelling a client's subscription

Coaches can cancel a client's subscription directly through the TrueCoach dashboard without needing the client's permission.

1. Log into your TrueCoach coach account.
   • Access your dashboard as normal.
2. Go to Payments or Billing and select Subscriptions.
   • You'll see a list of all active client subscriptions.
3. Find the client you want to cancel and click the option to cancel or manage their subscription.
   • Choose whether the cancellation takes effect immediately or at the end of the current billing period.
4. Confirm the cancellation.
   • TrueCoach will update its records, and the client will typically receive a notification.

What happens to your account after cancellation

Understanding what occurs after you cancel helps you plan your training and data backup before the process is final.

Your access and when it ends

When you cancel a web subscription, your account typically remains active and accessible until the end of your current billing cycle, unless you chose immediate cancellation. You can still log in, view your workout history, and access all the features you paid for until that date arrives.

Once the cancellation effective date passes, you lose access to TrueCoach's platform. If you were a client and your coach cancelled your subscription, you may lose access to workout programs and messaging at the same point, depending on how your coach configured it.

Your data is preserved

The good news: TrueCoach keeps your account data (workout history, progress records, client information) even after cancellation. You can still download or export this information if needed, and you can reactivate your account later if you change your mind.

If you're a coach, your client data, invoices, and payment history remain in your account for your records. If you were a client, your completed workouts and progress tracking remain tied to your account.

Money-back guarantee and refunds

TrueCoach offers a 90-day money-back guarantee for eligible customers, but strict conditions apply, and refund rules differ depending on how you subscribed.

The 90-day money-back guarantee for web subscriptions

TrueCoach's money-back guarantee applies only to new customers who have never used TrueCoach in the previous 12 months. The guarantee covers web subscriptions only (not app store purchases) and runs for 90 days from your first payment.

1. Check your eligibility: you must be a new customer with no prior TrueCoach service in the last 12 months.
   • If you're unsure, contact support to confirm.
2. Email TrueCoach support before day 90 of your subscription.
   • Include the phrase "money back offer" in the subject line or body.
   • Provide your User ID (found in your account settings).
   • Explain briefly why you want a refund, though this isn't required.
3. TrueCoach will review your claim and process your refund if you qualify.
   • Refunds typically take 5 to 10 business days to appear in your account.

Pro tip: Keep the date you subscribed handy so you know your 90-day deadline. Set a phone reminder at day 85 if you think you might want a refund.

What refunds do not cover

The 90-day guarantee has clear exclusions. You cannot claim refunds for setup fees, payment processing fees, international transaction fees, hardware charges, or any third-party charges. If TrueCoach charged you extra fees on top of the subscription, those are not refundable under the guarantee.

Refunds for app store subscriptions

If you subscribed through Apple App Store or Google Play, you cannot request a refund from TrueCoach. You must request a refund from Apple or Google directly through their app stores' refund policies. Apple and Google each have their own timelines and eligibility rules, usually between 14 and 90 days depending on the purchase date.

Coaches issuing refunds to clients

If you're a coach and want to refund a client, you can do so through the TrueCoach dashboard in Payments → Subscriptions → Invoices. The refund amount reaches the client in 5 to 10 business days, but TrueCoach retains its processing fees; you cannot recover the full amount paid.

Make sure you document the reason for the refund in case you need it later for accounting.

Common mistakes that delay or prevent cancellation

Cancellation can go wrong if you don't know where to look or if you miss a deadline. Here are the traps that catch most people.

Mistake 1: cancelling in the wrong place

Many customers try to cancel through the mobile app or email support, only to discover their subscription is still running because they never accessed the actual cancellation button in Account Settings. Always log into the web platform and navigate to Plan → Cancel plan to be certain.

Mistake 2: confusing web and app store subscriptions

If you subscribed via Apple or Google, cancelling in TrueCoach's web dashboard does nothing. You must cancel in the App Store or Google Play. Stopee has helped thousands of people realise this only after they've been charged again, so double-check where you signed up before you take action.

Mistake 3: missing the 90-day refund deadline

The money-back guarantee expires at day 90. If you wait until day 91, TrueCoach will reject your refund request. Mark your calendar the moment you subscribe so you know your deadline.

Mistake 4: not saving your confirmation email

TrueCoach sends a cancellation confirmation email, but it's easy to miss or delete. Save this email immediately because it contains the effective cancellation date and confirmation number. If you're ever charged after cancellation, this email is your proof that you cancelled on time.

Mistake 5: expecting immediate access loss

Cancelling at the end of a billing cycle means you keep full access until that date. If you expected to lose access immediately, you might be surprised to see charges continue. Choose "cancel immediately" if you want access to end right away.

Your consumer rights and escalation path

If TrueCoach refuses to cancel your subscription or denies a refund you believe you're owed, you have legal protections under South African consumer law.

What to do if TrueCoach refuses to help

First, try contacting TrueCoach support one more time in writing (email is best because it creates a record). Explain clearly what you've asked for, when you subscribed, and why you believe you qualify for a refund or cancellation.

If TrueCoach still refuses and you believe the refusal violates the Consumer Protection Act or their own terms, you can escalate to South Africa's National Consumer Commission (NCC). The NCC investigates complaints and can force companies to comply with consumer law. You can file a complaint for free on their website or by post.

How stopee can help

Stopee's cancellation guides cover refund deadlines, consumer rights, and escalation steps for dozens of subscription services. If you're unsure whether your refund claim is valid, Stopee can walk you through the Consumer Protection Act and help you understand your options before you contact the NCC.

What to do before you cancel

Take these steps before you hit the final cancel button to avoid losing important data or being caught off guard.

1. Download or export your workout history and progress data.
   • Check TrueCoach's settings for a data export option; some apps have this, others don't.
   • Take screenshots of your custom programs or notes you want to keep.
2. Note your billing cycle end date so you know when to expect the cancellation to take effect.
   • This is shown in Account Settings → Plan or Billing.
3. If you're a coach, notify your clients that their access will end on a specific date.
   • Give at least a week's notice so they can plan to switch platforms or save their own data.
4. Check whether you have any active coaching relationships that depend on TrueCoach's messaging or billing.
   • Plan how you'll communicate and receive payments after cancellation.
5. If you're within 90 days and eligible for the guarantee, decide now whether to claim a refund.
   • If yes, cancel immediately and submit your refund request the same day.
6. Set a reminder for 10 days after cancellation to verify you haven't been charged again.
   • Check your bank statement or email for confirmation.

Cancellation checklist

Use this checklist to make sure you've covered everything before and after cancelling TrueCoach.

Final steps and support

Once you've cancelled, your next move depends on your subscription type and whether you're claiming a refund.

If you're not claiming a refund

Confirm that your cancellation went through by logging back into TrueCoach within 24 hours. Your account should show a cancellation date or a message saying "Subscription cancelled." Keep your confirmation email and check your bank statement on your billing cycle end date to make sure you're not charged again.

If you're claiming the 90-day guarantee

Email TrueCoach support with the phrase "money back offer" in the subject, include your User ID, and request a refund before day 90. Follow up after 10 business days if you haven't received the refund, and contact your bank if the refund doesn't appear within 14 days.

If you subscribed through apple or google

Cancel directly in the app store and request a refund through Apple's or Google's official process. Both platforms have customer service teams that can track your refund status. Stopee recommends keeping screenshots of your cancellation and refund request for your own records.

If TrueCoach refuses to help

Document every email exchange and the dates you contacted support. If you believe the refusal violates the Consumer Protection Act, file a complaint with South Africa's National Consumer Commission. Include your evidence (confirmation emails, screenshots, bank statements) and a clear explanation of what you asked for and when.

Stopee is here to support you at every step. Whether you need help understanding your consumer rights, decoding TrueCoach's terms, or knowing how to escalate a dispute, Stopee's guides walk you through the process with clear, practical steps. Stopee has helped thousands of consumers cancel unfairly charged subscriptions and recover money they thought was lost. Your cancellation is just the beginning of getting back in control of your spending.

Contact information

If you need to reach TrueCoach directly, use the support email before sending postal mail. Support email is the fastest way to get a response about your account, cancellation, or refund claim. TrueCoach maintains registered business addresses, and you can find the current contact details on the official TrueCoach website or in your account settings under "Contact Support."

For escalation to South African regulators, contact the National Consumer Commission (NCC) at their website or submit a complaint by post if you're unable to resolve your dispute with TrueCoach directly.