Cancelling and refunding are two different things
Cancelling stops future charges. A refund returns money you've already paid.
Cancelling does not automatically trigger a refund for charges that have already been processed.
What happens when I cancel?
Cancelling stops future renewals. You keep access to everything you've already paid for until the end of your current paid period — your access isn't cut off immediately.
Specifically:
You keep your membership access until the end of the period you've paid for
Your blood test entitlement is unaffected — if you've purchased a Baseline Health Test and haven't taken it yet, you can still complete it and receive your results
You keep access to your existing results in the app
After that date, you'll lose access to your ongoing membership inclusions, including practitioner support, app features and future re-tests.
How do I cancel?
You can cancel at any time through your account in the app, or by emailing contact@vively.com.au.
Cancellation takes effect at the end of your current paid period, so please cancel before your renewal date if you don't want to be charged again.
If you'd like to reduce your commitment rather than leave entirely, our App-Only membership at $29/month keeps your app access, your existing results, and annual re-testing, without ongoing practitioner support.
Am I eligible for a refund?
Blood tests. Your blood test service begins when your pathology referral is issued — not when you attend the collection centre. Once your referral has been issued, the purchase is considered fulfilled and is non-refundable.
CGM sensors. Once your sensor has been dispatched, the purchase is fulfilled and non-refundable. We're also unable to refund sensors that have been opened, applied, removed, or have expired, as these are medical-grade devices that can't be reused or resold once handled.
Change of mind. For hygiene and safety reasons, we don't accept change-of-mind returns on CGM sensors or blood tests. Change-of-mind refunds also aren't available for a membership period that has already been billed.
Partial periods. We don't provide refunds or credits for partial membership periods.
Your rights under Australian Consumer Law are unaffected. If something is faulty, not as described, or we're unable to supply a test you've ordered within a reasonable time, you may be entitled to a refund, replacement or repair regardless of the above. Please contact us and we'll make it right.
If you cancelled before your renewal date but were still charged, contact us and we'll reverse or refund that charge.
If you've made an accidental or duplicate purchase, get in touch and explain what's happened — we'll review your circumstances.
How long does a refund take?
Once approved, refunds are processed to your original payment method within 10 business days. How quickly it then appears depends on your bank.
A note on how it may appear: refunds don't always show as a separate credit on your statement. Sometimes the original charge is simply reversed, so it disappears rather than appearing alongside a refund line. If you can't find a refund credit, check whether the original charge is still showing.
If 10 business days have passed and you can see neither a refund nor a reversal, contact us with a copy of your statement and we'll trace it.
Still need help?
Email us at contact@vively.com.au with your account email and the charge date, and we'll look into it.