Ending your Nerva membership made easy

About Nerva

Nerva is a digital therapeutic application developed by Mindset Health Limited, a company registered in England and Wales under company number 11915400. The service provides a hypnotherapy-based programme specifically designed to address gut-directed symptoms associated with Irritable Bowel Syndrome (IBS). In accordance with the regulatory framework established by the National Institute for Health and Care Excellence (NICE), Nerva operates as a self-help intervention that utilises cognitive behavioural therapy principles and gut-directed hypnotherapy techniques delivered through a mobile platform.

The application has received recognition from healthcare professionals and is recommended by the NHS as a clinically validated intervention for IBS management. Furthermore, the service has undergone peer-reviewed clinical trials demonstrating efficacy in reducing gastrointestinal symptoms. The programme typically consists of a six-week structured course, with daily sessions lasting approximately fifteen minutes. Users access the content through iOS or Android devices, creating a contractual relationship with Mindset Health Limited upon subscription commencement.

From a contractual perspective, subscribers enter into a legally binding agreement with Mindset Health Limited when they initiate their subscription. This agreement is governed by English law and incorporates terms and conditions that delineate the rights and obligations of both parties. Consequently, understanding these contractual provisions becomes essential when considering cancellation of the service, particularly regarding notice periods, refund entitlements, and the proper procedures for terminating the subscription agreement.

Membership options and costs

Nerva operates under a subscription-based commercial model, whereby users gain access to the therapeutic programme through various payment structures. The pricing framework is designed to accommodate different user preferences and commitment levels, with each option creating distinct contractual obligations and corresponding cancellation provisions.

The monthly subscription represents a continuing contract that automatically renews at the conclusion of each billing cycle unless terminated by the subscriber. This arrangement creates an ongoing contractual obligation whereby the service provider is entitled to collect payment at regular intervals until proper notice of cancellation is received and processed in accordance with the terms of service.

The three-month plan constitutes a fixed-term contract, which means that the subscriber commits to a predetermined period of service. In accordance with consumer protection legislation, specifically the Consumer Rights Act 2015, fixed-term contracts may have different cancellation provisions compared to rolling monthly agreements. Nevertheless, subscribers retain certain statutory rights regardless of the subscription type selected.

Annual subscriptions combine elements of both fixed-term and continuing contracts. The initial twelve-month period represents a fixed commitment, after which the contract automatically converts to a renewal arrangement unless the subscriber provides timely notice of their intention to terminate the agreement. This automatic renewal mechanism is subject to specific disclosure requirements under the Consumer Contracts Regulations 2013.

Trial period considerations

Nerva occasionally offers trial periods, typically seven days, during which subscribers can access the service at a reduced rate or without charge. From a contractual standpoint, trial periods are subject to particular legal considerations. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 stipulate that consumers must receive clear information about the duration of any trial period and the process by which the subscription will convert to a paid arrangement.

Furthermore, subscribers who initiate cancellation during the trial period may be entitled to avoid charges for the subsequent billing cycle, provided they comply with the cancellation procedures stipulated in the terms of service. The precise timing of cancellation notice becomes crucial in these circumstances, as the contractual obligation to pay may crystallise at the conclusion of the trial period if proper notice has not been received.

Understanding your cancellation rights

The legal framework governing subscription cancellations in the United Kingdom derives from multiple sources of law, including statutory consumer protection legislation and common law principles of contract. Subscribers to digital services such as Nerva possess specific rights that supersede any contrary provisions that might appear in standard terms and conditions.

Statutory cancellation rights under consumer protection legislation

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide consumers with a statutory right to cancel certain contracts within fourteen days of entering into the agreement. This cooling-off period applies to distance contracts, which encompasses subscriptions concluded through digital platforms without face-to-face interaction between the parties.

Nevertheless, there exists an important exception relevant to digital content services. Where a consumer has requested that performance of the contract begin during the cancellation period, and the service provider has supplied digital content that is not supplied on a tangible medium, the consumer may lose their right to cancel once performance has commenced. Consequently, subscribers who have actively used the Nerva application may find that their statutory cancellation right has been waived through their conduct.

Notwithstanding this exception, subscribers retain the right to terminate ongoing subscriptions by providing reasonable notice to the service provider. The determination of what constitutes reasonable notice depends upon the specific terms of the subscription agreement and the billing cycle applicable to the particular subscription type.

Contractual cancellation provisions

In addition to statutory rights, the terms and conditions governing the Nerva subscription establish contractual cancellation procedures. These provisions typically specify the notice period required for cancellation, the method by which cancellation requests must be communicated, and the point at which the cancellation becomes effective.

For monthly rolling subscriptions, standard industry practice requires subscribers to cancel before the next billing date to avoid charges for the subsequent period. Fixed-term subscriptions may not permit cancellation before the expiry of the agreed term, although subscribers can prevent automatic renewal by providing timely notice before the renewal date.

The importance of written cancellation notice

From an evidentiary perspective, written cancellation notices sent via postal service offer significant advantages over alternative methods of communication. Recorded Delivery provides verifiable proof of dispatch and delivery, creating contemporaneous evidence that the service provider received notice of cancellation. This documentation becomes invaluable if disputes arise concerning the timing or validity of the cancellation request.

Furthermore, written correspondence demonstrates a clear intention to terminate the contractual relationship, reducing ambiguity that might arise from verbal communications or electronic messages that could be overlooked or disputed. The formality of postal communication also ensures that cancellation requests receive appropriate attention from the service provider's administrative departments.

Step-by-step postal cancellation guide

Cancelling your Nerva subscription through postal correspondence requires careful attention to procedural requirements and documentation. The following comprehensive guide outlines the necessary steps to ensure your cancellation is processed effectively and that you maintain adequate evidence of your actions.

Preparing your cancellation letter

Your written cancellation notice should contain specific information to facilitate proper processing and to establish a clear record of your intentions. The letter must include your full name as it appears on the subscription account, the email address associated with your Nerva account, and any customer reference number or subscription identifier that appears on billing statements or correspondence from Mindset Health Limited.

Include an explicit statement of your intention to cancel the subscription, specifying the effective date of cancellation. If you wish the cancellation to take effect immediately, state this clearly. Alternatively, if you are providing advance notice to coincide with the end of a billing cycle, specify the date upon which you expect the subscription to terminate.

Reference your subscription type and the applicable terms and conditions under which you are exercising your right to cancel. This demonstrates awareness of the contractual framework and helps to prevent any suggestion that the cancellation request is invalid or premature.

Addressing your correspondence correctly

Accurate addressing is essential to ensure your cancellation notice reaches the appropriate department within Mindset Health Limited. The registered office address for the company is:

• Mindset Health Limited
• 483 Green Lanes
• London
• N13 4BS
• United Kingdom

Ensure that you transcribe this address precisely onto your envelope, as incorrect addressing may result in delays or non-delivery of your cancellation notice. Such delays could potentially affect the timing of your cancellation and result in additional billing cycles being charged to your account.

Selecting appropriate postal services

Royal Mail Recorded Delivery represents the optimal postal service for sending cancellation notices. This service provides proof of posting and a signature upon delivery, creating documentary evidence that your correspondence was both dispatched and received. The tracking reference number assigned to Recorded Delivery items allows you to monitor the progress of your letter and confirm delivery.

Alternatively, Royal Mail Special Delivery Guaranteed offers enhanced tracking and compensation provisions, although the additional cost may not be necessary for straightforward cancellation correspondence. Nevertheless, the guaranteed next-day delivery may be advantageous if you are approaching a billing date and need to ensure prompt receipt of your cancellation notice.

Standard first or second-class post is not recommended for cancellation notices, as these services do not provide proof of delivery. In the absence of such proof, disputes regarding whether the service provider received your cancellation notice become difficult to resolve, potentially leaving you liable for additional subscription charges.

Maintaining comprehensive records

Before posting your cancellation letter, create a photocopy or digital scan of the complete document for your records. This copy serves as evidence of the content and date of your cancellation notice. Retain the proof of posting certificate provided by Royal Mail, which includes the tracking reference number and confirms the date of dispatch.

Monitor the tracking information provided by Royal Mail to confirm delivery of your correspondence. Once delivery has been confirmed, record the delivery date and retain this information alongside your other documentation. This comprehensive record-keeping approach ensures that you possess complete evidence of your cancellation request should any disputes arise.

Following up on your cancellation request

After allowing reasonable time for processing, typically five to seven working days following confirmed delivery, verify that your cancellation has been implemented. Check your email for confirmation correspondence from Mindset Health Limited acknowledging receipt of your cancellation notice. Additionally, monitor your bank or credit card statements to ensure that no further charges are applied to your account.

If you do not receive confirmation of cancellation within ten working days of confirmed delivery, or if subsequent charges appear on your account, you should send a follow-up letter referencing your original cancellation notice and requesting immediate confirmation of cancellation and refund of any charges applied after the effective cancellation date.

Utilising professional letter-sending services

Services such as Postclic offer an alternative approach to postal cancellation that combines the evidential advantages of written correspondence with enhanced convenience. Postclic enables users to compose and send tracked letters digitally, eliminating the need to physically visit a post office or handle postal documentation.

The service provides professional letter formatting and ensures that correspondence is dispatched via tracked postal services with full proof of delivery. Furthermore, Postclic maintains digital records of all correspondence, creating an accessible archive of your cancellation documentation. This approach is particularly beneficial for individuals with limited mobility or those who find it inconvenient to access postal services during working hours.

Common reasons for cancelling

Understanding the circumstances that lead subscribers to terminate their Nerva subscriptions provides valuable context for the cancellation process and may inform decisions about timing and approach to cancellation.

Completion of the therapeutic programme

The Nerva programme is designed as a six-week intervention, after which many users have achieved their therapeutic goals. Subscribers who have completed the full programme and experienced satisfactory symptom improvement may determine that continued subscription is unnecessary. In such circumstances, cancellation represents a natural conclusion to the therapeutic relationship rather than dissatisfaction with the service.

From a contractual perspective, completion of the programme does not automatically terminate the subscription. Consequently, subscribers must take active steps to cancel their subscription to avoid ongoing charges, even after they have finished using the application.

Financial considerations and affordability

The recurring cost of subscription services represents a significant consideration for many consumers, particularly during periods of financial constraint. Subscribers may determine that the monthly or annual subscription fee no longer represents value for money relative to their financial circumstances, prompting a decision to cancel.

Furthermore, subscribers who initially committed to the service during promotional periods or trial offers may find that the full subscription price exceeds their budget expectations. In accordance with principles of consumer autonomy, individuals retain the right to terminate subscription agreements when the financial burden becomes disproportionate to the perceived benefit.

Lack of therapeutic benefit or symptom improvement

Clinical interventions, including digital therapeutics such as Nerva, demonstrate variable efficacy across different individuals. Some subscribers may find that the hypnotherapy-based approach does not produce the anticipated symptom improvement or that their particular presentation of IBS does not respond adequately to the intervention.

In such circumstances, continued subscription may not be clinically justified, and cancellation represents a reasonable decision based on individual therapeutic response. Nevertheless, it is worth noting that the terms of service typically do not provide for refunds based on lack of therapeutic efficacy, as outcomes cannot be guaranteed in medical or therapeutic contexts.

Alternative treatment approaches

Subscribers may commence alternative treatments for their IBS symptoms, including pharmaceutical interventions, dietary modifications, or other therapeutic approaches recommended by healthcare professionals. Where these alternative treatments prove effective or where medical advice suggests a different treatment pathway, cancellation of the Nerva subscription may be appropriate.

Additionally, some subscribers may gain access to alternative digital therapeutics through NHS prescription or private healthcare insurance, making continued self-funded subscription to Nerva unnecessary. In accordance with principles of treatment optimisation, individuals should pursue the most appropriate and accessible therapeutic options for their circumstances.

Technical difficulties or accessibility issues

Digital services depend upon compatible technology and reliable internet connectivity. Subscribers who experience persistent technical difficulties accessing the Nerva application, whether due to device incompatibility, software issues, or connectivity problems, may find the service unusable despite their willingness to engage with the therapeutic programme.

Furthermore, some users may identify accessibility barriers that prevent effective engagement with the audio-based content, such as hearing impairments or language comprehension difficulties. Where such barriers cannot be overcome through technical support or reasonable adjustments, cancellation becomes a practical necessity.

Changes in health status or circumstances

Subscribers' health circumstances may change during the subscription period, potentially affecting the appropriateness of the Nerva programme. New diagnoses, changes in symptom patterns, or developments in overall health status may necessitate different treatment approaches or render the IBS-specific intervention less relevant.

Additionally, life circumstances such as relocation, changes in employment, or family responsibilities may affect an individual's capacity to engage consistently with the daily programme requirements. Where such changes prevent meaningful participation in the therapeutic programme, maintaining the subscription may not represent a beneficial use of resources.

Important considerations before cancelling

Before finalising your decision to cancel your Nerva subscription, several important factors warrant careful consideration to ensure that cancellation represents the most appropriate course of action for your circumstances.

Timing of cancellation relative to billing cycles

The timing of your cancellation notice significantly affects the financial implications of termination. Subscriptions typically operate on monthly billing cycles, with charges applied on the anniversary of the subscription commencement date. Cancellation notices must generally be received before the next billing date to prevent charges for the subsequent period.

Consequently, subscribers should review their billing statements to identify the next scheduled payment date and ensure that cancellation correspondence is dispatched with sufficient time for processing before that date. Allowing at least ten working days before the billing date provides an appropriate margin to accommodate postal delivery times and administrative processing.

Refund entitlements and pro-rata adjustments

Understanding your entitlement to refunds is essential when planning cancellation. Monthly rolling subscriptions typically do not provide pro-rata refunds for partial months, meaning that cancellation becomes effective at the end of the current billing period for which payment has been received.

Fixed-term subscriptions, such as three-month or annual plans, may not permit refunds for the remaining term unless the cancellation falls within the statutory cooling-off period or unless the service provider has failed to deliver the service in accordance with the contract terms. Nevertheless, subscribers can prevent automatic renewal of fixed-term subscriptions by providing timely notice before the renewal date.

Data retention and account access

Cancellation of your subscription affects your access to the Nerva application and any progress data or personalised content associated with your account. In accordance with data protection principles established by the UK General Data Protection Regulation, you retain rights regarding your personal data even after cancellation.

If you wish to preserve any information from your account, such as progress records or symptom tracking data, you should arrange to export or record this information before cancellation takes effect. Furthermore, if you wish to request deletion of your personal data following cancellation, you should include this request in your cancellation correspondence, exercising your right to erasure under data protection legislation.

Final verification and confirmation

Upon receiving confirmation that your cancellation has been processed, verify that no further charges appear on your payment method. Monitor your bank or credit card statements for at least two billing cycles following the effective cancellation date to ensure that the subscription has been fully terminated. Should any unauthorised charges appear, contact your payment provider immediately to dispute the transaction and seek a chargeback where appropriate. Maintaining vigilance during this period protects your financial interests and ensures that the cancellation has been implemented completely and effectively.