Cancel Ketogo the easy way

Overview

Ketogo is a subscription app that builds personalised ketogenic nutrition plans, daily recipes and weight tracking to support weight loss and healthy nutrition. The product is run by KETOGO LTD, founded in 2017.

Main features

Core roadmap, daily recipes, weight tracking and optional add-ons such as Premium nutritional breakdown, Workout routines, and a Shopping List generator.

See Ketogo help for getting started and plan differences: Getting started and Basic vs Premium.

Web cancellation - full steps

1. Open https://my.ketogo.app/ and sign in with your account credentials.
2. Go to Profile, select EDIT under Weight Loss Account.
3. Under WEIGHT LOSS PLAN, choose CHANGE.
4. Read the cancellation notice and click 'Unsubscribing confirmation' at the bottom.
5. Choose either 'Pause for 30 days' or 'Unsubscribe forever'.
6. Complete exit questions and decline any option to keep the plan active. Do not press 'EXIT'.
7. In the journey overview click 'SEE MY JOURNEY', then 'NEXT STEP' until the remaining journey screen.
8. Scroll to the bottom and select 'GIVE UP AND DELETE MY PROFILE'.
9. Confirm with 'STOP THE SERVICE AND DELETE MY PROFILE NOW PERMANENTLY'.
10. Select a cancellation reason and confirm. You will receive a confirmation email. The plan remains active until the end of the paid period.

Cancel via iOS

1. Open the App Store on your iPhone or iPad.
2. Tap your profile photo, then Subscriptions.
3. Find Ketogo in your subscriptions list and select Cancel Subscription.
4. Keep the App Store confirmation as proof of cancellation.
5. If you were charged through Apple and need a refund, contact Apple support; Ketogo's help notes direct App Store purchases to Apple for billing and refunds: Recurring payment policy.

Cancel via Android

1. Open Google Play Store on your device.
2. Tap your profile, then Payments and subscriptions, then Subscriptions.
3. Select Ketogo and choose Cancel subscription.
4. Keep the Google Play confirmation as proof.
5. If you require a refund for a Play Store purchase, request it from Google; Ketogo's help pages instruct contacting the store for Play purchases: Recurring payment policy.

Cancel by post

1. Write a clear statement: 'I Cancel my subscription to Ketogo effective immediately' and include your account email and user name.
2. Send by signed-for post to: Ketogo, 71-75 Shelton Street, WC2H 9JQ London, United Kingdom.
3. Keep the proof of posting to show the date of notice.
4. Under UK rules a cancellation is effective when the trader receives a clear statement.

If you cannot access the app

1. If the web route is unavailable, check your purchase receipt for the merchant name and whether the charge came from Apple or Google.
2. If the charge came from an app store, cancel using the store and keep the store confirmation.
3. If the charge came directly from Ketogo and you cannot access your account, send a signed-for letter to the address above or contact the email shown on your receipt.

Moving abroad

If you move and can no longer use the service because the app or its content is unavailable in your new country, provide proof of new address such as a utility bill or new tenancy agreement. Ketogo does not publish a specific rule for moves but EU/UK consumer law often supports cancellation where service cannot be supplied.

Applicable law: Consumer Contracts Regulations 2013 for distance contracts and the 2024 renewal cooling-off rights where relevant: UK 2024 cooling-off rights.

Price increase

If Ketogo increases prices mid-subscription, request contract termination and submit screenshots or the change notice as proof. The Consumer Rights Act 2015 prohibits unfair terms and disproportionate penalties; an unexpected unilateral price hike may allow termination without penalty depending on the contract wording.

Death of the subscriber

To cancel after a subscriber's death, send a certified copy of the death certificate and a request from the next of kin or executor to the Ketogo postal address. Keep copies of all documents sent by registered mail.

Legitimate grounds - poor or defective service

Ketogo's refund policy states recurring payments are generally non-refundable once processed, except where the digital content is defective or not as described. To claim a refund provide detailed information and visual proof of the defect within the Withdrawal period. See Ketogo refund policy.

Applicable law: Consumer Rights Act 2015 - services must be provided with reasonable care and skill.

End of commitment

If you subscribed for a fixed billed term (for example 3 months billed every 3 months), the subscription continues to auto-renew. Cancel at least 24 hours before next renewal to prevent the next billing period. Evidence of billing and the billing date should be kept as proof.

Cooling-off period

If the contract was concluded online you have a 14 day cooling-off right under the Consumer Contracts Regulations 2013. If you consented to immediate access to digital content and performance started, the right to a refund may be limited. Ketogo notes a 14 day withdrawal period for EU citizens and 5 days for non-EU citizens in its terms: Terms and conditions.

Before you cancel: negotiate

Ketogo's self-serve flow explicitly offers a 'Pause for 30 days' option during the unsubscribe process. Use the web cancellation path and select 'Pause for 30 days' when prompted to retain access without a full cancellation. There are no other publicly documented retention discounts in Ketogo help pages. To ask for a retention offer, use the in-app exit questions in the web flow and provide a reason such as financial hardship; keep screenshots of any offer presented.

What cancelling saves you - yearly calculations

Monthly Basic Plan: £49.99 per month. Yearly cost = £49.99 x 12 = £599.88.

3-month Basic Plan billed £49.99 every 3 months. Annual cost = £49.99 x 4 = £199.96.

6-month Basic Plan billed £49.99 every 6 months. Annual cost = £49.99 x 2 = £99.98.

Premium add-on: £9.99 per month. Yearly cost = £9.99 x 12 = £119.88.

Workout add-on: £11.99 per month. Yearly cost = £11.99 x 12 = £143.88.

Cheapest real alternative named: NHS weight loss resources and NHS Digital plans - price £0. NHS materials and official NHS apps provide free guidance and meal plans and are a cost-free alternative to a paid subscription.

Key UK consumer laws

Consumer Contracts Regulations 2013 provide a 14 day cooling-off right for most online distance contracts. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and prohibits unfair contract terms. The UK 2024 renewal cooling-off provisions create a 14 day renewal cooling-off period and require traders to provide a cooling-off notice on renewal: 2024 cooling-off rights.

Auto-renewal and hard-to-cancel rules

The CMA views hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. Ketogo states subscriptions renew automatically unless cancelled at least 24 hours before renewal and provides an in-app cancellation flow for Basic Plan management: Manage Basic Plan.

How to escalate

1) Contact Ketogo first and keep written proof of your cancellation attempt or complaint. 2) If unresolved, get advice from Citizens Advice for consumer next steps. 3) For payment disputes, consider asking your card issuer for chargeback or Section 75 protection if the payment qualifies. 4) If a regulated ombudsman is relevant to your payment method or sector, follow their complaint route.

Access after cancellation

Ketogo keeps your plan active until the end of the paid period after cancellation. Save screenshots of the confirmation email and the date shown. Access ends on the expiry of the paid period unless you re-subscribe.

Data and profile deletion

Ketogo's web cancellation flow includes 'DELETE MY PROFILE' and 'STOP THE SERVICE AND DELETE MY PROFILE NOW PERMANENTLY'. After you confirm, expect profile deletion. Keep a local backup of any personal data you need before confirming deletion.

Final billing and refunds

Ketogo's policy states recurring subscription payments are generally non-refundable once processed, except if the digital content is defective, not as described, or not delivered. If eligible, Ketogo may charge an administrative or proportionate fee and refunds are applied to the original payment method within 5-10 business days once approved: Refund policy.

Reactivation

You can re-subscribe at any time. If re-subscribing after deletion, you will need to create a new account and repurchase the desired plan.

Follow this checklist immediately when you decide to cancel.

• 1) Use the web cancellation flow at https://my.ketogo.app/ and follow the unsubscribe and delete profile sequence; save the confirmation email.
• 2) If charged via Apple or Google, cancel through the App Store or Google Play subscriptions and save the cancellation confirmation screenshot or email.
• 3) If you prefer post, send a signed-for letter to Ketogo, 71-75 Shelton Street, WC2H 9JQ London, United Kingdom. Keep the certificate of posting.
• 4) Record the next renewal date and verify cancellation was applied at least 24 hours before that date.
• 5) If you need a refund, gather visual proof and submit a refund claim referencing the refund policy: Ketogo refund policy.
• 6) Retain receipts, screenshots and any correspondence for at least 6 months.