How to cancel your Kangaroo Security subscription and avoid automatic renewal charges

What Kangaroo Security is and why you might want to cancel

Kangaroo Security is a do-it-yourself home security platform operated by Roo Inc. You purchase cameras, sensors and starter kits bundled with optional annual protection plans that unlock cloud storage, theft and damage reimbursement, and 24/7 professional monitoring. The company offers a free Basic tier alongside paid annual subscriptions such as Camera Protect and Complete Protect, with most purchases occurring in-app and set to auto-renew yearly.

The annual subscription model means you commit to a full 12-month billing cycle, with renewal attempts triggered automatically within 24 hours of your anniversary date. If you no longer need the service, want to switch providers, or dispute a charge, you need to act deliberately and document every step. This guide walks you through the exact cancellation process that Yafee recommends to cancel without delay or confusion.

Understanding kangaroo's pricing and plan structure

Kangaroo Security operates several tiers, each with distinct features and costs. Hardware bundles often include 12 months of a paid plan as standard, meaning your subscription starts automatically on purchase. If you bought a kit and no longer want the paid tier, you must cancel the subscription separately from the hardware itself.

Why australian users report cancellation difficulties

Across app-store reviews and independent complaint platforms, Australian users consistently report three problems: unexpected renewal charges appearing without clear warning, confusion over how in-app purchases renew and when, and slow or unhelpful responses from support when disputing charges. Some customers miss the renewal window entirely and only notice the charge weeks later on their credit card or bank statement.

This pattern matters because it means timing and documentation are critical. You cannot simply delete the app or assume your subscription will lapse on its own. You must actively cancel within Kangaroo's system and track your request for proof. That is precisely why Yafee has created this step-by-step resource to protect your interests.

Your legal rights under australian consumer law

Your right to cancel a subscription is protected by the Australian Consumer Law (ACL), which forms part of the Competition and Consumer Act 2010 (Cth). This legislation grants you specific protections when purchasing digital services and goods with automatic renewal features.

What the australian consumer law requires from Kangaroo Security

Under the ACL, Kangaroo Security must provide you with clear, accurate information about renewal terms before you commit to an annual subscription. This includes the amount you will be charged, the renewal date, and how to cancel. The company must not charge you again without your express consent, and must provide a simple, timely mechanism to cancel auto-renewal.

Furthermore, under the ACCC's Automatic Renewal Services Fact Sheet (updated to reflect current enforcement), businesses must obtain explicit consent to auto-renew, display renewal reminders, and honour cancellation requests within a reasonable timeframe. If Kangaroo fails to do so, you may lodge a complaint with the Australian Competition and Consumer Commission (ACCC).

Your legal position

You have the right to cancel your Kangaroo Security subscription at any time before the renewal date. Once you submit a valid cancellation request, the company must honour it and prevent the next automatic charge. If Kangaroo charges you after you have cancelled, or ignores your cancellation request, you can dispute the charge with your bank or credit card provider and lodge a complaint with the ACCC. You are not required to provide a reason for cancellation, and the company cannot make cancellation unreasonably difficult or expensive. Yafee strongly advises you to keep all cancellation correspondence as evidence of your intent.

Cancellation methods and which one works best

Kangaroo Security offers three official cancellation pathways, each with different response times and risks.

Method 1: cancel in the app (fastest if it works)

The quickest route is to turn off auto-renewal directly in the app where you purchased your subscription. This approach works best if you subscribed via the iOS App Store or Google Play Store on Android, because the app links directly to your device's subscription settings.

1. Open the Kangaroo Security app on your device (iPhone, iPad or Android phone)
   • On iPhone: tap Settings (bottom menu) > Account > Manage subscription
   • On Android: open Play Store app > tap your profile icon (top right) > Payments and subscriptions > Subscriptions > select Kangaroo Security
2. Select Cancel subscription or Turn off auto-renewal
3. Confirm you want to cancel when prompted (you may see a retention offer)
4. Take a screenshot of the confirmation screen for your records
5. Exit the app and verify the change by returning to the subscription settings within 10 minutes

Pro tip: In-app cancellation can take effect immediately or within hours, but you receive no confirmation email by default. You must verify the change yourself by checking your app settings after you complete the steps.

Method 2: contact Kangaroo support by email or phone (safest for documentation)

If in-app cancellation fails or you want a written record, contact Kangaroo's support team directly. This method is slower but leaves a clear audit trail.

1. Email [email protected] with the subject line "Request to cancel subscription"
2. Include the following information in your email:
   • Your full name and account email address
   • Your account or customer ID (found in app settings)
   • The subscription plan you wish to cancel (e.g., Complete Protect)
   • Today's date and a clear statement: "I request immediate cancellation of my Kangaroo Security subscription effective today"
   • A request for written confirmation of cancellation
3. Send the email and keep the confirmation receipt
4. Alternatively, call 1-800-371-0097 during operating hours (US times) and ask the support team to verbally confirm cancellation; request a confirmation email be sent to you within 24 hours
5. Wait 2-3 business days for a response and cancellation confirmation email

Pro tip: Email is preferable because it creates a timestamped record. If Kangaroo later disputes your cancellation, you can prove you submitted the request on a specific date. Phone support is faster but leaves no written evidence unless the agent sends a follow-up confirmation.

Method 3: send a written cancellation notice by post (strongest legal evidence)

If Kangaroo has failed to honour email or phone cancellation requests, or if you want the strongest possible legal evidence, send a formal written notice by tracked mail.

1. Write a letter on plain paper including:
   • Your full name, address and date of birth
   • Your account email address and customer ID
   • The subscription plan and the date you purchased it
   • The date of this letter and a clear statement: "I hereby request cancellation of my Kangaroo Security subscription, effective immediately. I do not consent to any further automatic renewal charges."
   • A request for written confirmation within 10 business days
2. Sign and date the letter
3. Make two photocopies (one for your records, one for follow-up)
4. Send the original letter by registered post or courier with tracking to Kangaroo Security's US mailing address (request this from [email protected] if not listed on the website)
5. Retain the tracking receipt and proof of delivery
6. Follow up with an email referencing the tracking number if you do not receive confirmation within 14 days

Pro tip: Tracked mail creates irrefutable proof that you submitted a cancellation request on a specific date. This is crucial if you later need to dispute a charge or file a complaint with the ACCC. Yafee advises using this method when previous cancellation attempts have been ignored.

What happens after you cancel your subscription

Cancellation is not always immediate, and understanding the timeline helps you avoid confusion and catch errors early.

Immediate effects of cancellation

Once you cancel, Kangaroo will stop attempting to renew your subscription on the next anniversary date. However, you retain access to your paid plan features until the end of your current billing cycle. For example, if you paid for Complete Protect on 1 March 2025 and cancel on 15 August 2025, you keep full protection until 1 March 2026, when the renewal would have occurred. You will then revert to the free Basic tier automatically.

Checking your cancellation status

Within 5 business days of cancellation, log back into your Kangaroo account and navigate to your subscription settings. Confirm that the status shows "Cancelled" or "Auto-renewal off". If it still shows as active, contact support immediately with a copy of your cancellation request. Do not wait for the renewal date to pass; act as soon as you spot the error.

Monitoring for unexpected charges

Check your bank statement or credit card around your original renewal date (e.g., 1 March in the example above). If Kangaroo charges you after you have cancelled, you have the right to dispute the charge with your bank within 60 days. Contact your bank's dispute team and provide a copy of your cancellation email or letter as evidence. Most banks will reverse the charge and may flag Kangaroo as a merchant breach.

Refunds and dispute resolution

Refund eligibility depends on when you cancel and whether you have used the service materially.

Refunds for unused billing periods

If you cancel in the first 14 days of a new billing cycle and have not used the paid features significantly, you may be entitled to a partial refund under the ACL's consumer guarantee that goods and services are of acceptable quality and fit for purpose. Submit a refund request to [email protected], attaching your cancellation confirmation and a brief explanation of your circumstances. Kangaroo is not obliged to refund if you have used the service, but many companies do offer pro-rata refunds as a goodwill gesture.

Disputing charges with your bank

If Kangaroo charges you after cancellation, or you believe you were charged without authorisation, contact your bank within 60 days. Provide the bank with a copy of your cancellation request (email or tracked letter) and ask them to initiate a dispute or chargeback. Your bank will investigate and will usually reverse the charge if you have clear evidence of cancellation. This is faster and more effective than waiting for Kangaroo to respond.

Lodging a complaint with the ACCC

If Kangaroo ignores your cancellation request, charges you after you have cancelled, or makes cancellation unreasonably difficult, you can lodge a formal complaint with the Australian Competition and Consumer Commission. Visit www.accc.gov.au and use the online complaint form, or call 1300 302 502. The ACCC takes automatic renewal breaches seriously and may investigate the company's practices. Yafee recommends keeping all cancellation correspondence so you have evidence to submit with your complaint.

Pricing comparison and reasons to cancel

The following table outlines Kangaroo's paid plans side-by-side, helping you decide whether the annual cost justifies keeping your subscription.

Common reasons Australians cancel include switching to a different security provider, moving house and deciding not to install cameras at the new location, or finding that the annual cost no longer fits their budget. All of these are valid reasons to cancel, and none require you to explain yourself to Kangaroo.

Common mistakes when cancelling Kangaroo Security

Cancellation is straightforward if you avoid these pitfalls. You are not alone if you have made one of these errors; Yafee has helped thousands of consumers navigate them and recover overpayments.

Deleting the app without cancelling the subscription

Removing the Kangaroo app from your phone does not cancel your subscription. The subscription renewal is tied to your Apple ID or Google Play account, not the app itself. If you delete the app and forget to cancel through the app store's subscription settings, you will still be charged on renewal day. Always cancel the subscription first, then delete the app if you wish.

Cancelling the hardware order instead of the subscription

If you purchased a hardware bundle with an included subscription, cancelling the hardware shipment does not automatically cancel the subscription. These are separate transactions. You must cancel both the hardware order (if it has not shipped) and the subscription plan independently. Check your order history for both items and submit separate cancellation requests if needed.

Missing the renewal date and waiting to dispute the charge

Kangaroo attempts to charge you within 24 hours of your renewal date. If you do not cancel beforehand, the charge will go through. You can dispute it afterward, but this takes 2-4 weeks. It is faster and easier to cancel before the renewal date arrives. Set a calendar reminder 2 weeks before your anniversary date to check your subscription status.

Not keeping copies of cancellation requests

If you cancel by email or phone but do not save the confirmation, you will struggle to prove you cancelled if a dispute arises. Always screenshot or print confirmation emails, and ask support to send a follow-up confirmation if you call. These records protect you if Kangaroo later claims you never requested cancellation.

Assuming a cancellation confirmation means you will not be charged again

A cancellation email is reassuring but not guaranteed proof that the cancellation took effect. Kangaroo's systems can malfunction, or a staff member may have failed to process your request correctly. Check your subscription status one week before your renewal date to confirm it shows as cancelled. If it still shows as active, contact support immediately.

Avoiding future unwanted charges and managing subscriptions

Once you have cancelled, take steps to prevent accidental re-subscription or surprise charges in the future.

Monitor your bank account regularly

Review your bank statement or credit card transactions at least once per month. Set up an alert with your bank to notify you of charges from Kangaroo Security or Roo Inc. If a charge appears after your cancellation date, dispute it immediately.

Keep your account details up to date

If your email address or phone number changes, update your Kangaroo account settings so that renewal reminders reach you at the correct address. Log in every 6 months to verify your subscription status is still set to do-not-renew.

Review app store subscription settings separately

Your subscription may be managed by Apple or Google, not Kangaroo directly. Open your iOS Settings or Google Play Store app at least quarterly and review active subscriptions. Disable any that you no longer want, even if you believe you have cancelled through Kangaroo's app.

When to escalate to regulators and dispute services

If Kangaroo refuses to honour your cancellation or continues to charge you after you have cancelled, you have formal recourse.

Step 1: request a chargeback from your bank

Contact your bank or credit card provider and ask to dispute the charge. Provide the bank with a copy of your cancellation request (email or letter) and explain that you cancelled but were charged. Most banks will reverse unauthorized or disputed charges within 2-4 weeks. This is the fastest way to recover your money.

Step 2: lodge a complaint with the ACCC

If Kangaroo ignores multiple cancellation requests or continues to charge you despite clear evidence of cancellation, lodge a formal complaint with the Australian Competition and Consumer Commission at www.accc.gov.au or call 1300 302 502. The ACCC investigates breaches of the Australian Consumer Law and can take enforcement action against the company. Provide all cancellation correspondence, bank statements showing the charges, and proof that you requested refunds.

Step 3: seek free legal advice

Contact the Australian Consumer Law Centre, your state's consumer affairs body, or a local community legal service for free advice on your rights and next steps. Yafee also recommends consulting a contract lawyer if the amount disputed is significant (e.g., multiple years of unwanted charges) or if you wish to pursue a group complaint alongside other affected customers.

Key facts checklist before you cancel

Use this checklist to ensure you have completed all necessary steps before your renewal date arrives.

Contact details and mailing address for Kangaroo Security

Use the following details to contact Kangaroo Security for cancellation and support requests.

Email: [email protected]

Phone: 1-800-371-0097 (US times, may require patience for hold times)

Web support: Contact the company through the Kangaroo Security app settings menu for live chat options

Mailing address for formal cancellation notice: Request the current mailing address directly from [email protected], as the company may change its address periodically. Provide this address on any formal cancellation letter sent by tracked post.

Australian consumers are entitled to clear, timely cancellation and protection against unreasonable automatic renewal charges under the Australian Consumer Law. Yafee has assembled this guide to help you exercise those rights confidently. Whether you cancel via email, phone, or post, document every step and retain all confirmation correspondence. If Kangaroo fails to honour your cancellation request or charges you without consent, use the dispute and complaint procedures outlined above to recover your money and protect other consumers. Yafee remains committed to helping you navigate subscription cancellations, and thousands of Australian households have successfully cancelled their services with the help of these clear, legally grounded steps.