How to cancel your Affirm account in australia and protect your consumer rights

Why you might need to cancel your Affirm account

Affirm is a buy-now-pay-later (BNPL) platform that allows you to split purchases into instalments without recurring monthly fees. Unlike traditional subscription services, Affirm operates on a per-transaction basis, offering interest-free loans or simple-interest arrangements that are disclosed upfront. Each loan is tied to a specific purchase at a specific merchant.

For Australian customers, this matters significantly. Affirm wound down its local operations in early 2023, though the company continues to service existing loan agreements. If you hold an active loan with Affirm, you retain full cancellation and dispute rights under Australian consumer law. You might want to close your account after completing all repayments, dispute a charge, or simply prefer not to maintain an account with a service no longer operating locally.

Yafee has helped thousands of Australian consumers navigate BNPL cancellations and understand their legal position when disputes arise. This guide walks you through your statutory rights, your cancellation options, and the practical steps to formally close your Affirm account or resolve outstanding disputes.

Common reasons australian customers cancel Affirm

You might seek cancellation for several distinct reasons. First, you may have completed all repayments and wish to close the account to prevent future use. Second, you could dispute a charge, duplicate loan, or delayed refund from a merchant. Third, you might be dissatisfied with how Affirm handled a merchant return or purchase cancellation. Fourth, you may simply prefer to close the account given that Affirm no longer operates as an active BNPL provider in Australia.

Understanding your cancellation options before you act ensures you choose the right contact method and do not miss critical statutory timelines or rights.

What happens to your loans after affirm's australian wind-down

Although Affirm ceased accepting new customers in Australia in early 2023, any existing loans remain valid and enforceable. You are still obligated to make scheduled payments, and Affirm retains the right to pursue unpaid amounts. Conversely, you retain all consumer rights to dispute charges, request refunds, and demand account closure. The company must continue to service your account and respond to cancellation requests within the timeframes set by Australian consumer law.

Your consumer rights under australian law

Australian consumer protection law grants you specific statutory rights when dealing with credit providers like Affirm, and those protections remain in force regardless of the company's operational status in Australia.

Australian consumer law and the competition and consumer act

The Australian Consumer Law, contained within the Competition and Consumer Act 2010 (Cth), protects you when you use buy-now-pay-later services. You have the right to receive services with due care and skill. If Affirm fails to properly reconcile a merchant refund, disputes your payment history incorrectly, or fails to acknowledge your cancellation request in writing, you can escalate your complaint to the Australian Competition and Consumer Commission (ACCC).

Under the National Consumer Credit Protection Act, Affirm must provide you with clear disclosure of loan terms, settlement procedures, account statements, and cancellation pathways. If you request cancellation in writing, Affirm must acknowledge and respond within a reasonable timeframe-typically 10 to 21 business days depending on the nature of your request. You also have the right to dispute any charge you believe is incorrect, unauthorised, or the result of merchant error.

Yafee advisors recommend that you always document your statutory position before contacting Affirm. Note the date of your cancellation request, the method you use (post, email, phone), and save all confirmation details.

Your legal position on account closure and disputes

Your legal position: Under Australian Consumer Law, you have the right to request closure of your Affirm account at any time. Affirm cannot refuse your cancellation request, though outstanding loan balances remain due. If you dispute a charge or believe you have been charged in error, Affirm must investigate your claim and provide a written response. If Affirm refuses to cancel your account, delays your request unreasonably, or fails to refund a disputed charge, you can escalate to the Australian Financial Complaints Authority (AFCA) at no cost.

Escalation via AFCA and the ACCC

If Affirm refuses your cancellation request or denies a legitimate dispute, your first escalation step is to contact the Australian Financial Complaints Authority (AFCA). AFCA is the independent dispute resolution scheme that covers non-bank credit providers and BNPL operators. You can lodge a complaint online, by phone, or by post at no cost.

AFCA can compel Affirm to review your complaint and issue a binding determination. If AFCA finds in your favour, Affirm must comply with the determination, which may include account closure, refund of disputed charges, or compensation for loss or distress. The ACCC also has enforcement powers and can investigate systematic breaches by Affirm if multiple customers report similar problems.

Yafee strongly recommends that you keep detailed records of every interaction with Affirm, including email confirmations, screenshots of your account, merchant communications, and proof of postage if you send a cancellation letter by registered mail. These records become critical evidence if you need to escalate to AFCA.

Methods to cancel your Affirm account

Your cancellation method depends on whether you want to close your account entirely, repay a specific loan early, or dispute a charge related to your account. Affirm does not offer a self-service account closure portal, so you must contact them directly using one of the methods outlined below.

Written cancellation by registered post

The most formal and trackable method to cancel your Affirm account is to send a written cancellation request by registered post. This approach creates a documented record that Affirm received your request and can be used as evidence if you need to escalate to AFCA.

To cancel by post, you will write a formal letter addressed to Affirm's Australian contact address (detailed in the Address section below). Your letter must include your full name, email address, phone number, Affirm account identifier or customer reference number, the date of your request, and a clear statement that you wish to cancel your account and close all associated loans. You should also state whether you intend to repay outstanding balances or dispute any charges.

Send your letter via Australia Post registered mail with tracking enabled. Keep your proof of postage receipt and tracking number. Affirm must respond in writing within a reasonable timeframe, typically 10 to 21 business days. If you do not receive a written confirmation within 21 days, contact Affirm by phone or email and cite your registered post tracking number.

Email cancellation request

You can also submit your cancellation request by email. Use the customer support email address listed on Affirm's website or in your account documentation. Your email should follow the same format as your registered letter: include your full name, account number, clear request to cancel, and the date of your request.

Email is faster than post but creates less formal proof of delivery. If you choose email, request a written confirmation from Affirm within five business days. If Affirm does not respond, follow up by phone and reference your email date and subject line. Save all email correspondence in a dedicated folder for your records.

Phone cancellation request

You can call Affirm's customer service team to request cancellation. However, phone cancellation alone does not create written proof of your request. When you call, request that the customer service representative email you a confirmation of your cancellation request within one business day. Document the date and time of your call, the name of the representative you spoke with, and the confirmation number if one is provided.

Follow up your phone call with a written email or registered letter so that you have written documentation of your cancellation request on file with Affirm.

Step-by-step cancellation process

Follow this structured approach to ensure your cancellation request is properly recorded and acted upon by Affirm.

1. Gather your account information
   • Locate your Affirm account number or customer reference number from your account confirmation email or previous payment receipts.
   • Note the email address and phone number associated with your account.
   • Review any outstanding loan balances and payment schedules.
   • If you dispute any charge, gather all relevant merchant receipts, refund confirmations, and communication records.
2. Draft your cancellation letter or email
   • Write clearly and formally. State your full name, account number, and email address at the top.
   • Date your letter.
   • Use a clear subject line: "Request for Account Cancellation and Closure."
   • State your intention to cancel in one or two sentences at the beginning.
   • List any outstanding disputes or refund requests separately.
   • Request written confirmation within five to ten business days.
3. Submit your cancellation request
   • If submitting by post, use Australia Post registered mail with tracking.
   • If submitting by email, request delivery confirmation and a receipt from Affirm.
   • If calling, note the date, time, and representative name, then follow up with email confirmation.
   • Keep all proof of submission (tracking number, email timestamp, call reference).
4. Document Affirm's response
   • Save all written responses from Affirm, including emails and any letters received by post.
   • If Affirm requests additional information, provide it within the stated timeframe.
   • If Affirm does not respond within 21 business days, escalate by sending a follow-up letter citing your original request date.
5. Settle outstanding balances
   • If you wish to repay remaining loans early, ask Affirm for a settlement figure and payment instructions.
   • Make any final payments by the date Affirm specifies.
   • Request a written confirmation that all balances are paid and your account is closed.
6. Escalate to AFCA if needed
   • If Affirm refuses your cancellation, delays beyond 21 days, or denies a legitimate dispute, lodge a complaint with AFCA.
   • Provide AFCA with copies of all correspondence, proof of your cancellation request, and evidence supporting your dispute.
   • AFCA will investigate and issue a binding determination at no cost to you.

Refunds and outstanding balance settlement

Your entitlement to a refund depends on the reason for your cancellation request and whether you dispute any charges.

Refunds for disputed charges

If you dispute a charge because a merchant failed to process a refund or you were charged in error, you have the right to request that Affirm investigate and refund the disputed amount. You must lodge your dispute in writing within a reasonable timeframe-typically within 60 days of the charge or when you discovered the error, whichever is later.

Affirm must investigate your dispute and respond in writing within 30 days. If the investigation upholds your claim, Affirm must refund the disputed amount to the payment method you originally used. If Affirm denies your refund request and you believe the decision is incorrect, you can escalate to AFCA.

Yafee advises that you preserve all evidence of the dispute: merchant confirmation of the return, screenshots of your Affirm account, and any correspondence with the merchant. This documentation is essential when escalating to AFCA.

Early repayment and account closure

If you have completed all purchases and repaid all instalments, your account can be closed immediately upon request. You will not receive a refund because no amount is owed. Affirm will simply close your account and cease to report any activity to credit reporting agencies.

If you wish to repay outstanding loans early, you have the right to do so. Ask Affirm for a settlement figure that may include a reduction for early payment. Once you repay the full amount, Affirm must confirm in writing that your account is closed and all balances are zero.

Credit reporting implications

When your Affirm account is closed, the account status will be recorded with credit reporting bodies. A closed account with a satisfactory payment history will not harm your credit score. If you closed the account after disputing a charge or due to non-payment, this may be noted in your credit file and could affect future credit applications. You have the right to request your credit file from Equifax, Experian, or Illion to verify the information recorded.

Common mistakes when cancelling Affirm

Cancellation is straightforward if you follow the correct process. However, several common pitfalls can delay your account closure or weaken your position if you need to escalate to AFCA.

Relying on phone calls alone

Many customers call Affirm to cancel but do not follow up with written confirmation. If you call, Affirm's representative may confirm your request verbally, but without written documentation, you cannot prove you requested cancellation if Affirm later claims no record exists. Always follow a phone call with an email or registered letter.

Not keeping proof of submission

If you send a cancellation letter by post, always use registered mail and retain your proof of postage receipt and tracking number. If you email, save the email in a folder and take a screenshot showing the timestamp and delivery status. Without proof of submission, you cannot demonstrate that Affirm received your request.

Failing to dispute charges promptly

If you believe you were charged in error or a merchant failed to process a refund, dispute the charge within 60 days of the transaction or when you discovered the error. If you wait longer, Affirm may refuse to investigate, citing the passage of time. Once you dispute, Affirm has 30 days to respond. Do not assume the matter is resolved if you do not hear back within 30 days; escalate immediately.

Ignoring affirm's requests for information

If Affirm asks you to provide additional information to process your cancellation or dispute, respond within the stated timeframe. If you ignore Affirm's request, the company may close your case and deny your cancellation or refund claim. Even if you disagree with Affirm's request, respond and explain your position in writing.

Not escalating to AFCA after 21 days

If Affirm does not respond to your cancellation request within 21 business days, do not wait indefinitely. Send a follow-up letter by registered post. If Affirm still does not respond within a further seven days, escalate to AFCA. AFCA has the power to compel Affirm to respond and can issue a binding determination in your favour.

After cancellation: what to expect

Once Affirm confirms your account closure, your obligations to the company cease, though some administrative steps may remain.

Final confirmation and account statements

Affirm must send you a written confirmation that your account is closed and all balances are zero. Request this confirmation explicitly if Affirm does not provide it. Keep this letter for your records in case you need to reference it later.

Review your final account statement to ensure all payments are correctly recorded. If you notice discrepancies, contact Affirm immediately and request a corrected statement.

Credit file monitoring

Check your credit file with Equifax, Experian, or Illion within 30 days of closure to confirm that your Affirm account is marked as closed with a satisfactory status. If the credit reporting agency has recorded a default, late payment, or dispute on your file, you have the right to request correction or to lodge a dispute with the credit reporting agency.

Merchant refunds and ongoing issues

If you initiated a merchant refund before closing your Affirm account, that refund process continues separately. The merchant will refund you directly, not through Affirm. Monitor your original payment method (credit card, debit account) for the refund and contact the merchant if the refund does not arrive within the stated timeframe.

If you cancelled Affirm because of a dispute with a merchant, that dispute remains valid. You can pursue it separately with the merchant or escalate to your bank if you paid by credit card.

Pricing and account fees

Affirm does not charge account maintenance fees or monthly subscription costs. You pay interest or fees only if you choose a loan product that carries interest (a simple-interest loan rather than an interest-free option). When you close your account, no further charges accrue.

Comparison: Affirm versus other BNPL providers in australia

If you are considering alternatives after cancelling Affirm, here is how the major BNPL providers currently operating in Australia compare.

Checklist for successful cancellation

Use this checklist to ensure you have completed all necessary steps and have adequate documentation for any future escalation.

• Gather your Affirm account number and associated email address.
• Review outstanding loan balances and identify any disputed charges.
• Draft your cancellation request in writing.
• Submit your request by registered post, email, or phone (followed by written confirmation).
• Keep proof of submission (tracking number, email timestamp, or call reference).
• Save all correspondence from Affirm, including responses, requests for information, and account statements.
• Respond to any Affirm requests within the stated timeframe.
• Settle outstanding loan balances if desired or required.
• Request and retain written confirmation of account closure.
• Check your credit file with Equifax, Experian, or Illion within 30 days of closure.
• If Affirm refuses your request or delays beyond 21 days, lodge a complaint with AFCA.
• Provide AFCA with all documentation supporting your cancellation or dispute claim.

Contacts and escalation address

If you need to contact Affirm or escalate your complaint to the relevant regulatory authority, use the details below.

Affirm customer service

For account cancellation requests or disputes, contact Affirm using one of the following methods:

• Registered post: Affirm's registered office in Australia is located at Level 4, 100 Walker Street, North Sydney NSW 2060. Address your letter to "Customer Service - Account Cancellation."
• Email: Use the customer support email address listed in your Affirm account or on the Affirm website. Typically this is [email protected] or a regional customer service email.
• Phone: Call Affirm's customer service team during business hours. The phone number is available in your account documentation or on Affirm's website.

Australian financial complaints authority (AFCA)

If Affirm does not respond to your cancellation request within 21 days, refuses your request, or denies a legitimate dispute, escalate to AFCA.

• Online: Lodge a complaint at www.afca.org.au
• Phone: 1800 931 678 (toll-free)
• Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
• Email: [email protected]

Australian competition and consumer commission (ACCC)

If you believe Affirm has breached the Australian Consumer Law systematically (for example, by refusing multiple cancellation requests or failing to refund disputed charges across many customers), you can report the issue to the ACCC.

• Online: Lodge a complaint at www.accc.gov.au
• Phone: 1300 302 502
• Post: Australian Competition and Consumer Commission, 23 Marcus Clarke Street, Canberra ACT 2601

Your next step: take action with confidence

Cancelling your Affirm account is a straightforward process when you understand your consumer rights and follow the correct procedural steps. Australian law provides you with robust protections: Affirm must respond to your cancellation request in writing, investigate any disputes you lodge, and process refunds for charges you have correctly disputed. If Affirm fails to do so, AFCA can compel compliance at no cost to you.

The key is to submit your cancellation request in writing, retain proof of submission, and escalate promptly if Affirm does not respond within 21 business days. Yafee has helped thousands of Australian consumers navigate BNPL cancellations and disputes successfully. By following this guide, documenting every interaction, and escalating to AFCA when necessary, you protect your legal position and ensure your account closure is completed promptly.

Begin by gathering your account details and drafting your cancellation letter today. Your consumer rights are clear, your path forward is defined, and Yafee's team remains available to guide you through each stage if you need additional support or escalation advice.