KetoGo

Hello Iliana, We’re sorry to hear about your experience and understand your concerns regarding the missing confirmation email, your subscription, and the charge to your account. We would like to clarify that after registration, a confirmation email containing the account access details is normally sent to the registered email address. If it was not received, it may have been filtered into your spam or junk folder, or there may be another account-specific issue that requires review. As we are unable to identify your account from this review, we cannot verify your registration, the payment, the status of your subscription, or any previous communication with our support team. We would like the opportunity to review your case directly. Please contact us at [email protected] using the email address associated with your account and mention that you are contacting us regarding your Trustpilot review. Our team will investigate your concerns, review your subscription and payment, and assist you further. – KetoGo Team

Hello Victoria, Thank you for sharing your experience. We're sorry to hear about the frustration and disappointment you've described. We sincerely apologize for the inconvenience caused by the difficulties you encountered with your subscription and cancellation. We always strive to make our cancellation guidelines as transparent and easy to follow as possible, and we take concerns like yours seriously. We would like the opportunity to review your case in detail and ensure that everything has been handled correctly. Please contact us at [email protected] from your registered email address, or reply to the Trustpilot information request so we can locate your account and investigate further. Our goal is to make sure your concerns are fully addressed, and we appreciate the chance to look into this matter for you. - KetoGo Team 💚

Witaj Mateusz, Dziękujemy za aktualizację opinii. Doceniamy, że po szczegółowym przeanalizowaniu Twojej sprawy, potwierdziłeś, że udało się znaleźć rozwiązanie. Rozumiemy, że Twoje początkowe doświadczenia z procesem rejestracji, usługami opcjonalnymi i rozliczeniami były dla Ciebie frustrujące i doceniamy, że poświęciłeś czas na podzielenie się z nami swoimi obawami. Doceniamy również Twoją opinię dotyczącą przejrzystości i komunikacji. Takie opinie pomagają nam w dalszym ulepszaniu procesu wdrażania i obsługi klienta. Dziękujemy za umożliwienie nam przeanalizowania Twojej sprawy i udzielenia Ci bezpośredniej pomocy. – Zespół KetoGo

Hello Romy, Thank you for sharing the details of your concern. We understand that you are asking for a full review of the payments connected to this account and for clarification regarding the refund status. Your case has already been reviewed in detail by our Customer Experience Manager, who contacted you directly and provided a full explanation regarding the account, the charges, and the status of the refund request. We would like to clarify that refunds have already been issued for the last two payments associated with this case. Depending on the payment provider and bank, refunds may take time to appear or may show as reversals of the original transactions rather than separate incoming payments. We also understand your concern regarding account access and the registration status. Because this is account-specific, we cannot discuss all details publicly on Trustpilot. If you have further questions or believe anything remains unclear, please reply directly to the email thread with our Customer Experience Manager so your case can continue to be handled privately and accurately. – KetoGo Team

Hello Amalia, We’re sorry to hear that you feel this way about your experience with KetoGo. We would like to clarify that payments can only be processed after a completed registration, plan selection, and payment authorization. We understand, however, that the charges you experienced were unexpected and that you are dissatisfied with the outcome of your refund request. As we are unable to identify your account from this review, we cannot verify the charges, the services associated with your account, any refund requests, or the communications that may have taken place with our support team. We would like the opportunity to review your case directly and understand what happened. Please contact us at [email protected] using the email address associated with your account and mention that you are reaching out regarding your Trustpilot review. Our team will investigate your concerns and provide further assistance. – KetoGo Team

Hello Rosa, Thank you for your review! We're delighted to hear that you're enjoying the program and appreciate the variety it offers. Our team works hard to provide diverse meal options and a flexible experience that helps users stay motivated on their wellness journey. 🤩 Thank you for choosing KetoGo, and we wish you continued success with your goals! 💚 – KetoGo Team

Hello Shlomi, We’re sorry to hear that your experience with KetoGo was disappointing and understand your frustration regarding account access, billing, and your refund request. We would like to clarify that KetoGo is a web-based service, and customers should receive access to their program through their registered account using the login details provided after registration. If access issues occur, they typically require an individual review so that the cause can be identified and resolved. We understand, however, that not being able to access the service would be particularly frustrating. Regarding the charges you mentioned, subscriptions renew automatically unless cancelled beforehand, according to the Subscription Terms accepted during registration. We understand that you believe you were billed after being unable to use the service, and that the outcome of your refund request did not meet your expectations. As we are unable to identify your account from this review, we cannot verify your subscription status, account access history, billing details, or previous communications with our support team. Please contact us at [email protected] using the email address associated with your account and mention that you are reaching out from Trustpilot. Our team will be happy to review your case in detail and assist further. – KetoGo Team

Hello Tahi, Thank you so much for sharing your experience with us. 🤩 We're delighted to hear that you found the program informative and helpful, and that it provided guidance and education you can continue to use on your health journey. While we're sorry to hear about the health challenges and time in hospital that prevented you from continuing, we sincerely hope you are doing well and wish you the very best in your recovery. We're especially grateful for your kind words about Amy. Providing thoughtful, understanding, and efficient support is something we care deeply about, and we're thrilled to hear that your experience with her was such a positive one. Thank you again for your trust, your feedback, and your recommendation. We wish you good health and all the best for the future. 💚 – KetoGo Team

Hello Tasos, We’re sorry to hear that you feel this way and understand your concerns regarding your subscription and the charges you mentioned. We would like to clarify that, after reviewing your case, we can confirm that you have already been in contact with our Customer Support team and have received detailed explanations regarding your account and subscription status. Our records indicate that the subscription was paused rather than fully cancelled, which is why the account status may not have matched your expectations. We can also confirm that your concerns were reviewed by our team and that a partial refund was issued for the most recent payment. We understand that this outcome may not have fully met your expectations, and we appreciate that the situation has been frustrating for you. We take all customer concerns seriously and remain committed to reviewing each case individually. If you have any additional questions regarding your account or the information previously provided, we encourage you to continue communicating directly with our support team so we can assist you further. – KetoGo Team

Hello Lulia, We’re sorry to hear that your experience with KetoGo did not meet your expectations. We understand your disappointment if you found that the program was not the right fit for you and felt overwhelmed by the additional offers presented during your experience. We would like to clarify that any additional services offered during registration are entirely optional and can be declined. The core program remains accessible without selecting these upgrades. Regarding your refund request, we understand your frustration. Refund eligibility is reviewed according to the Subscription Terms accepted during registration and the specific circumstances of each case. We also understand that the communication surrounding your cancellation and refund request may have left you feeling dissatisfied. We would like to clarify that cancelling future renewals does not automatically mean that access to the already purchased subscription period is lost. However, as we are unable to identify your account from this review, we cannot verify the status of your subscription, access, or previous communications with our support team. Please contact us at [email protected] using the email address associated with your account and mention that you are reaching out from Trustpilot. Our team will be happy to review your case in detail and provide any clarification or assistance we can. – KetoGo Team

Hello Julia, We’re sorry to hear about your experience and understand how frustrating and concerning this situation must feel. We’d like to clarify that subscriptions remain active until the cancellation process is fully completed and confirmed in the system. If a cancellation was started but not finalized, or if more than one service remained active under the account, renewals may continue according to the subscription terms. We understand, however, that seeing a note in your profile may have made you believe the subscription had already been fully ended. Regarding the continued charges and your refund request, each case needs to be reviewed individually based on the account status, billing history, and applicable subscription terms. As we’re unable to identify your account from this review, we cannot verify what happened in your specific case or review the charges mentioned. Please contact us at [email protected] using the email address associated with your account and mention that you are reaching out from Trustpilot so we can investigate the situation and assist you further. – KetoGo Team

Hello Valentine,  Thank you so much for your wonderful review! We’re delighted to hear that you’re seeing great results and that the plan has helped you lose weight more effectively than previous approaches you’ve tried. It’s especially encouraging to know that you’ve found it easier to maintain your progress over time. Sustainable habits and consistency are key parts of any wellness journey, and we’re happy that KetoGo has been able to support you along the way. 💚 Thank you for sharing your experience, and we wish you continued success in reaching and maintaining your goals! – KetoGo Team

Hello Laura, Thank you so much for your wonderful review! Losing 10 kg in three months is a fantastic achievement, and we’re delighted to hear that you’re enjoying the recipes and seeing such positive results. It’s especially rewarding to know that the meals have helped make your journey both effective and enjoyable. Our recommendation is to keep focusing on consistency, celebrate your progress, and continue building habits that feel sustainable for you in the long term. Remember that healthy lifestyle changes are a journey, not a race, and every step forward counts. Thank you for trusting KetoGo to be part of your wellness journey. We’re excited to hear that you plan to continue, and we wish you continued success in reaching your goals! – KetoGo Team

Hello Zsuzsanna, We’re sorry to hear that this was your impression and understand your frustration regarding the charges and overall experience. We’d like to clarify that KetoGo subscriptions and any optional additional services require payment authorization before any charge can be processed. Optional offers may be presented during registration, but these require separate confirmation and are not activated automatically. We understand, however, that from your perspective the offers and billing process may not have felt sufficiently clear. We also take concerns regarding subscription management and customer experience very seriously and continuously review feedback to improve transparency and usability. Our Customer Experience team has now contacted you directly to review your case and help resolve the situation. Please check your email (including your spam folder) for our message. We want to make sure everything is handled correctly for you and are here to help. – KetoGo Team

Hello Fatbardh, We’re sorry to hear about your experience and understand why this situation felt frustrating and disappointing for you. We would like to clarify that the Terms of Subscription, which are presented and accepted during the registration process, include information regarding recurring payments and automatic renewals. Based on those terms, if a subscription remains active, renewal charges may continue according to the selected billing cycle. That said, we take your feedback seriously, especially regarding how unclear and unexpected this felt from your perspective. We never want our users to feel confused about their subscription status or unsupported when reaching out for help. To better understand what happened and help resolve your concerns, our team has already contacted you via email. Please check your inbox, including your spam folder, for our message, as we would genuinely like the opportunity to assist further and get to the bottom of this situation. 💚 - KetoGo Team

Hello Dan, We’re sorry to hear about your experience and understand how frustrating and concerning this situation must have felt from your perspective. We would like to clarify that the Terms of Subscription presented and accepted during registration include information about recurring payments and automatic renewals. In some situations, if a subscription remains active at the time of renewal, charges may continue according to the selected billing cycle outlined in the accepted Subscription Terms. Additionally, when a scheduled payment is not successfully completed in full, the billing system may attempt to process the outstanding balance through smaller divided payment attempts, which can result in multiple payment notifications or charges appearing over a period of time. That said, we understand why this caused frustration and concern, especially given your experience with the cancellation flow. We have already contacted you via email so we can review your case in more detail and help resolve the situation properly. Please check your inbox, including your spam folder, for our message. 💚 - KetoGo Team

Hello Mohammed, Thank you for sharing your concerns. We take feedback like this seriously and would like the opportunity to review your case properly. However, we are unable to identify your account based on this Trustpilot review alone. Please reply to the Trustpilot information request or contact our team directly at [email protected] from your registered email address so we can locate your account and review the situation in detail. We would also like to clarify that subscriptions can only be activated after completing the signup process, confirming a selected plan, and providing payment authorization. Subscription renewal terms and cancellation information are presented during registration and in the Terms of Service accepted during signup. Once we are able to identify your account, our team will review your concerns regarding subscription status, billing, and account management further. - KetoGo Team

Ciao Serena, Ci dispiace molto per la tua esperienza e comprendiamo quanto frustrante e preoccupante possa essere stata questa situazione. Vorremmo chiarire che le offerte di prova e i rinnovi degli abbonamenti vengono presentati durante la procedura di registrazione e si rinnovano automaticamente in base al ciclo di fatturazione selezionato, a meno che non vengano annullati in anticipo, come spiegato durante la registrazione e nei Termini e Condizioni accettati al momento della registrazione. Anche i servizi aggiuntivi opzionali richiedono una conferma separata prima che qualsiasi pagamento possa essere elaborato. Comprendiamo, tuttavia, che dal tuo punto di vista il processo di onboarding e la struttura dell'abbonamento potrebbero non essere stati sufficientemente chiari. Per quanto riguarda le cancellazioni, gli abbonamenti e i servizi opzionali possono essere gestiti normalmente tramite le impostazioni dell'account. Comprendiamo, tuttavia, che hai riscontrato difficoltà nella navigazione del processo e che non sei riuscita a confermare chiaramente la disattivazione dei tuoi servizi o del tuo account. Possiamo inoltre confermare che hai contattato il nostro team di Assistenza Clienti in merito alla tua richiesta di cancellazione e rimborso e che il tuo caso è stato esaminato in conformità con i termini e le politiche di abbonamento applicabili ai servizi digitali. Comprendiamo che l'esito non sia stato all'altezza delle tue aspettative e apprezziamo il tuo feedback sull'esperienza utente complessiva e sul processo di gestione dell'account. Il nostro team di Assistenza Clienti ti ha contattato direttamente per esaminare il tuo caso e aiutarti a risolvere la situazione. Controlla la tua casella di posta elettronica (inclusa la cartella spam) per trovare il nostro messaggio. Vogliamo assicurarci che tutto venga gestito correttamente e siamo qui per aiutarti. – Team KetoGo

Hello Johanna, We’re sorry to hear about your experience and understand how upsetting and frustrating this situation must have felt. We’d like to clarify that optional additional services such as coaching features, shopping lists, or other program add-ons may be presented during the registration process. Each optional service requires separate confirmation before any charge can be processed. We understand, however, that from your perspective the offers and overall onboarding flow may not have felt sufficiently clear, especially if you believed you were only subscribing to the main 3-month plan. We also understand your concern regarding the total amount charged and your impression that the additional services were not intentionally selected. Feedback regarding billing transparency, onboarding, and subscription management is something we take seriously and continuously review. Our Customer Experience team has now contacted you directly to review your case and help resolve the situation. Please check your email (including your spam folder) for our message. We want to make sure everything is handled correctly for you and are here to help. – KetoGo Team

Hello Graham, We’re sorry to hear that this situation has caused you so much frustration and concern. We’d like to clarify that KetoGo subscriptions remain active until the cancellation process is fully completed and confirmed within the system. Subscription renewals are processed automatically according to the selected billing cycle, as explained during registration and in the Terms accepted at sign-up. We understand, however, that from your perspective you believed the subscription had already been fully cancelled. We also understand your concerns regarding the recurring charges you noticed afterward. Payment processing is handled through authorized payment providers and banking systems, and we cannot comment on assumptions regarding external banking procedures or card network operations. However, we take all concerns related to subscription management and billing very seriously and continuously review customer feedback regarding clarity and account control. We understand your disappointment regarding the overall experience and communication surrounding the account status. Our Customer Experience team has now contacted you directly to review your case and help resolve the situation. Please check your email (including your spam folder) for our message. We want to make sure everything is handled correctly for you and are here to help. – KetoGo Team