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How do cancellations work?
How do cancellations work?

Putting subscription on hold, downgrading your subscription, cancellation, or unsubscribe.

equ Tech avatar
Written by equ Tech
Updated over 3 months ago

Can I put my program on hold for a few weeks?

Yes, via the Settings section in-app. When directed, we can put your subscription on hold for up to twelve weeks.

In order to hold your account:

  1. Open Settings in the app

  2. Select 'Manage Subscription'

  3. Select 'Go On Hold'

  4. Enter the date you wish to first go on hold

  5. Click next

  6. Enter the date you wish to come off hold

  7. Click to save

Your account will then be held on the dates requested. If you need to amend this you will need to contact support.

Please note that holds are actioned from check-in day to check-in day. This ensures a seamless experience.

Your payments will also be held in line with this hold.

Can I upgrade/downgrade my subscription?

Yes, you can upgrade/downgrade to our Standard Plan or our Premium Plan (Aus only). The Standard Plan includes the self-tracking tool, weekly meal plans and the ability to submit weekly check-in results to track your progress by yourself. The Standard Plan differs from the Premium Plan (Aus only) in that you will NOT have an assigned coach to check in with you each week and answer any questions you have during the week (e.g. meal swaps, dining out, etc).

You can downgrade/upgrade yourself by:

  1. Go to the Settings section in app

  2. Select 'Manage Subscription'

  3. Select 'See more subscriptions'

  4. Log into your account on our website

  5. Click 'Profile' which will provide a drop-down box

  6. Click 'Subscriptions' and you will be able to upgrade/downgrade your subscription from there

If you are breastfeeding or have any specific medical conditions, we advise you to remain on our Premium Plan (Aus only) to maintain coach support. In these cases, you will not see an option to downgrade to the Standard Plan, so please reach out in-app if you have any questions.

Can I cancel my subscription early?

Premium Plan (Aus only) are subject to an 8-week minimum commitment term, and while we don't provide refunds or offer early termination of your agreed minimum 8-week term, we are happy to provide you with a service credit until you feel you're able to continue with the program.

If you choose to cancel within your minimum 8-week term, your payments will continue, but following the 8 weeks we'll then credit your account for the weeks you had paid since cancelling.
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Standard Plan have no minimum commitment term, so your account can be cancelled at any time, which will be effective as of your next billing date.

Is there a notice period for cancelling after the 8-week minimum term?

You will need to submit your cancellation notice via the Settings section in-app prior to your next billing date. You can see your next billing date under the settings -> 'Manage Subscription', of the app.

How do I cancel my account?

  1. Open the app Settings

  2. Select 'Manage Subscription'

  3. Scroll to the bottom of the page

  4. Select 'Cancel My Subscription'

  5. Follow the prompts to cancel your subscription.

Your subscription will be cancelled immediately; however, you will remain active until the end of your billing cycle. This means that you won't incur any future charges, but you will keep access to your account until the end of the specified period. Should you have a change of heart before the end of your billing cycle, you can easily re-subscribe via account.joinequ.com

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