First, the reassuring bit: you're in full control, and you can easily manage your subscription through your Thriva account. Here's exactly what to do, and what we'll do at our end.
How to cancel your subscription
Cancelling your subscription means no further payments will be taken, and no further kits will be sent out. You can cancel from your account:
In the app: tap the person icon → Subscriptions and orders → scroll down → Cancel.
On the web: click Account (top right) → Subscriptions and orders → Cancel subscription.
Step-by-step with screenshots: Thriva Subscription.
Can I get a refund for the kit I was charged for?
Once a kit is ordered, it's sent straight to fulfilment and we're not able to stop it from being sent out to you.
If you don't want to complete it, we can refund you for the test, minus the £15 cost of the kit. The kit classed as medical equipment that has been tailored to your order, and it can't be returned to us or reused.
Please email hello@thriva.co from the email address linked with your Thriva account to request a refund.
If your sample is already at the lab, we can't refund you, but you'll get your results so the test isn't wasted.
Full refund policy: How do I get a refund?
Why does Thriva default to a subscription?
Most of our customers test every three months because that's how long it takes to see whether the changes you've made (diet, training, supplements) are actually moving your numbers. One test is a snapshot, but four tests over a year is a story. That's why subscription is the default.
We send reminder emails before each kit is sent out, so you know when to expect your next test.
If that's not what you wanted, no problem. Once you've cancelled your subscription, you won't be charged again.
I'd like to keep testing, just less often
It's worth knowing that you don't have to cancel your subscription to slow things down. From the Subscriptions and orders page, you can change the frequency to six-monthly or yearly, or push the next test date out to whenever suits you.
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