Cancel Reframe the easy way

Service summary

Reframe is a digital programme and coaching platform designed to help people cut back on or quit alcohol through daily courses, tracking tools and community support. The platform markets structured programmes, optional coaching and tracking features delivered primarily through an app and associated web services.

Who runs it

Reframe is developed by Glucobit Inc., headquartered in Atlanta, United States. Founders are Vedant Pradeep and Ziyi Gao. The service targets people seeking a non-stigmatising, science-driven route to reduce alcohol consumption.

Company facts

Web / In-app cancellation

1. Open the Reframe app or go to your account on https://joinreframeapp.com/.
2. Go to Settings or Subscriptions and tap Cancel Subscription.
3. Follow on-screen prompts and keep a screenshot of the confirmation screen or confirmation email.
4. If you do not receive confirmation, email [email protected] and attach the screenshot.

iOS (Apple) cancellation

1. On your iPhone or iPad open Settings and tap your name, then Subscriptions.
2. Select Reframe and tap Cancel Subscription.
3. Keep the Apple confirmation email or a screenshot showing status "Cancelled" or date when subscription ends.
4. Note: Apple subscriptions require cancellation at least 24 hours before renewal to prevent a next charge.

Android (Google Play) cancellation

1. Open Google Play Store and tap your profile icon, then Payments & subscriptions, then Subscriptions.
2. Select Reframe and tap Cancel subscription.
3. Save the Google Play confirmation email or screenshot.

Phone cancellation

1. Call 0207 965 0291 and ask to cancel your account or subscription; provide your order number.
2. Request a written confirmation by email and record the time and staff name.
3. If no written confirmation is provided, follow up with an email to [email protected] quoting the call details.

Email cancellation

1. Send an email to [email protected] with subject line "Cancel subscription" and include your full name, order number, and last 4 digits of payment card.
2. Keep the reply email as proof. If you do not get a reply within 7 days, escalate following the steps in the legal protections section.

Post (registered letter)

1. Write a clear cancellation statement with your name, subscriber email, order number and signature.
2. Send by registered post to Reframe, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep the proof of postage.
3. Allow 14 days for processing and request written confirmation by email.

Moving abroad

If you move abroad and want to cancel, provide proof of change of address such as a utility bill or new tenancy agreement showing your new overseas address. Reframe's standard terms do not publish a special rule for moving; submit the evidence to [email protected] and request cancellation. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 when the contract was concluded at distance.

Price increase

If Reframe increases the subscription price during a renewal, you are entitled to cancel before the renewal takes effect. Provide the price increase notice you received and request cancellation and refund for any unauthorised increased charge. Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015 protect consumers from unilateral changes to contract terms that are not properly notified.

Death of subscriber

To cancel because of the death of a subscriber, send a copy of the death certificate and a short covering note to [email protected] or by post to the registered address. Reframe's policies do not specify additional processing fees; request final billing and closure. Applicable law: contract termination on death is governed by contract law and the company's terms.

Legitimate grounds (material breach)

Reframe's terms permit immediate termination for material breach where such breach is not remediable, for example repeated failure to perform agreed services. To claim this, provide evidence such as screenshots, communication records and a statement of the breach. The contract terms allow either party to terminate immediately in those cases. Applicable law: Consumer Rights Act 2015 (services must be performed with reasonable care and skill).

End of commitment

If you are at the end of a fixed initial period (for example the Reframe Service Agreement initial period), you may cancel with the notice required in the contract. Some Reframe business contracts require 3 months notice before the end of the Initial Period or a Renewal Period. Provide your contract reference and a clear termination date.

Cooling-off (change of mind)

If your purchase was made at a distance (online) you have a 14 calendar day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for goods and for most services. For digital content the right can be lost if you gave express consent to immediate supply and acknowledged loss of the right to cancel. For physical test kits Reframe allows cancellation and refund within 14 days provided the kit is unopened and returned. Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Before you cancel - negotiate

Research did not identify any standard retention discounts publicly offered by Reframe. No confirmed retention offers were reported in the available documents. If you want to negotiate, send a polite email to [email protected] or request a retention discussion in-app. Script: "I wish to cancel my subscription. Before I proceed I would like to know if there is a retention option or reduced rate for ongoing access. My account email is [your email] and my order number is [order number]." Keep any written offer in email.

What cancellation saves you

Use actual plan prices to compute yearly savings.

Examples using Reframe public prices:

• Reframe Access monthly £11.99 - annual cost if paid monthly: 11.99 x 12 = £143.88. Reframe Access annual price: £67.99. Annual saving by switching from monthly to annual: 143.88 - 67.99 = £75.89.
• Reframe Silver monthly £21.49 - monthly x12 = 21.49 x 12 = £257.88. Reframe Silver annual price: £102.99. Saving: 257.88 - 102.99 = £154.89.
• Reframe (app) monthly £19.99 - monthly x12 = 19.99 x 12 = £239.88. Annual options shown: £99.99 and £119.99. If you take the £99.99 annual option you save 239.88 - 99.99 = £139.89.
• Reframe Premium / Thrive Coaching annual £99.99 - this is a direct annual cost to compare with monthly alternatives.

Cheapest real alternative from public UK resources: Drinkaware provides free tools and resources at cost £0 per year. Use free alternatives if cost is the main concern.

Key UK consumer laws

The main protections for cancelling distance contracts in the UK are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The Competition and Markets Authority (CMA) monitors unfair auto-renewal and hard-to-cancel subscription practices.

Cooling-off period and refunds

You have a 14 calendar day right to cancel most online or off-premises contracts under the Consumer Contracts Regulations 2013. For digital content this right is lost if you consent to immediate supply and acknowledgement that cancellation is lost. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill.

How to escalate

First complain to Reframe via [email protected] and keep all correspondence. If unresolved: contact Citizens Advice for guidance, consider a chargeback with your card issuer or a Section 75 claim for qualifying card payments, and raise the issue with the relevant ombudsman where appropriate. For reference see the Consumer Contracts Regulations at legislation.gov.uk and general guidance at Which.

Check access and billing

After cancellation verify the date your access ends and check your bank or card statements for final charges. If you were charged in error, keep the transaction details and email [email protected] requesting a refund.

Data and re-activation

Ask Reframe what happens to your account data and whether you can reactivate later. If you plan to return, note any special offers in writing to avoid confusion. Request deletion of personal data if you want account removal, and keep the deletion confirmation.

Final receipt and proof

Keep the confirmation email or screenshot as proof of cancellation. If you used post, keep the proof of postage. If you used App Store or Google Play, keep their confirmation emails or screenshots.

Follow this checklist to cancel and protect yourself.

• Find your order number and subscription details in the app or confirmation email.
• Cancel in-app or via App Store / Google Play at least 24 hours before renewal.
• Send an email to [email protected] requesting written confirmation and keep the reply.
• If you send a letter, use registered post to Reframe, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep proof of postage.
• Check your bank statement within 14 days to confirm no further charges.
• If you paid for a physical kit and want a refund, return the unopened kit within 14 calendar days and contact [email protected] for returns where relevant.
• If you have a dispute, contact Citizens Advice and consider chargeback or Section 75 where applicable.