How to cancel Epic games and claim your refund in new zealand

Understanding Epic games services and why you might cancel

Epic Games operates several consumer services in New Zealand, including the Epic Games Store (where you purchase digital PC and Mac games), Fortnite Crew subscriptions, in-app purchases on mobile platforms, and Epic Events bookings. Each service has its own cancellation pathway and refund eligibility criteria. Understanding which service you hold helps you navigate the correct cancellation process and maximise your chances of a successful refund claim.

The main Epic games services you may hold

Your account might include one or more of these services, and Yafee has documented the cancellation route for each. The services covered in this guide are:

• Epic Games Store purchases (digital games for PC and Mac)
• Fortnite Crew monthly subscription
• Mobile app purchases via Apple App Store (iOS) and Google Play (Android)
• Epic Events bookings and ticketed experiences in New Zealand
• V-Bucks and other in-game currency

Why cancellation rules differ across platforms

Epic Games does not operate every platform it uses. When you buy games on Apple's App Store or Google Play, you are transacting with Apple or Google first, and Epic second. Your refund rights therefore depend partly on those companies' policies, not solely on Epic's terms. Similarly, event bookings often fall under separate cancellation schedules with sliding-scale charges based on how close you are to the event date. Yafee recommends reading the section that matches your specific service type below.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act protects your rights when purchasing digital content, subscriptions, and event tickets from Epic Games.

What the consumer guarantees act (1993) protects

The Consumer Guarantees Act 1993 is the foundation of your refund rights in New Zealand. It gives you the legal right to cancel goods or services within a reasonable time if they are faulty, do not match what was promised, or are unsafe. For digital purchases and subscriptions, "reasonable time" is typically interpreted as 14 days or fewer, though the exact period depends on the nature of the product and the circumstances of the sale.

If Epic Games sold you a faulty game, a subscription that does not work, or breached any material promise in its advertising or terms, you can invoke the Consumer Guarantees Act. This right exists independently of Epic's own refund policy. The Commerce Commission of New Zealand is the regulator responsible for enforcing consumer law, and Citizens Advice Bureau can also support your complaint.

How to leverage consumer law if Epic refuses your refund

If Epic Games declines your refund under its own policy, you are not without recourse. Write a formal letter to Epic Games (see contact details at the end of this guide) stating your case under the Consumer Guarantees Act. Be specific: for example, "the game is faulty and unplayable," or "the subscription did not provide the advertised features," or "the event was cancelled without proper notice." Reference the specific Consumer Guarantees Act provision you believe was breached.

Keep copies of all correspondence, payment receipts, screenshots of the faulty product, and any communication from Epic. If Epic ignores your claim or rejects it without addressing your legal grounds, file a formal complaint with the Commerce Commission's dispute resolution service or contact Citizens Advice Bureau. Many companies reverse their refusal once legal grounds are cited and documented.

Your legal position

You have a statutory right to cancel and claim a refund under the Consumer Guarantees Act 1993 if the product or service is faulty, unsafe, or does not match the description provided. Epic Games' own refund terms do not override this right, though they may offer more generous timelines in some cases. The Commerce Commission and Citizens Advice Bureau are your enforcement partners if Epic refuses to cooperate.

Epic games subscription pricing in new zealand dollars

Epic Games prices most subscriptions in US dollars on its website. Below is the approximate New Zealand Dollar (NZD) equivalent based on current exchange rates; however, Epic does not always publish an official local price in NZD. When you pay, your bank or payment processor will convert at their own rate, which may differ slightly from the table below.

When to cancel Epic games: reasons for cancellation

You may decide to cancel your Epic Games subscription or purchase for several legitimate reasons. Understanding your specific situation helps Yafee recommend the most effective cancellation pathway.

Reasons you might want to cancel

• You have stopped playing Fortnite or other Epic Games titles and no longer value the subscription
• You purchased a game or in-app item by mistake
• The game is faulty, crashes frequently, or does not work as advertised
• You purchased a subscription but did not receive the promised benefits (Battle Pass items, V-Bucks, cosmetics)
• You booked an Epic Event but no longer wish to attend, or the event was cancelled by Epic
• You were charged multiple times for the same purchase
• You are experiencing unauthorised charges on your account (account compromise or fraudulent activity)
• You wish to exercise your Consumer Guarantees Act right to cancel within a reasonable time

Before you cancel: what you should check

Before initiating a cancellation, verify the following: confirm the service you wish to cancel (Epic Games Store account, Fortnite Crew subscription, or mobile purchase); note the date of purchase and the amount charged; check your account dashboard to confirm any active subscriptions or pending charges; gather screenshots or recordings of any fault or issue; and review Epic's own refund policy for the specific service. This preparation strengthens your claim and speeds up the process. Yafee's step-by-step guide below walks you through each cancellation method.

How to cancel Epic games: step-by-step methods

Your cancellation method depends on which service you hold and where you made the purchase. Yafee has broken down each pathway into clear, numbered steps.

Cancelling a fortnite crew subscription via your Epic games account

Fortnite Crew is a monthly subscription that renews automatically. You can cancel directly from your account settings without contacting Epic.

1. Log into your Epic Games account at www.epicgames.com
   • Enter your email address and password
   • Complete any two-factor authentication if enabled
2. Navigate to Account settings (usually in the top-right menu)
   • Select "Account"
   • Locate "Subscriptions" or "Billing"
3. Find "Fortnite Crew" in your active subscriptions list
   • Click or tap the subscription to expand details
4. Select "Cancel subscription" or "Manage subscription"
   • You may be asked to confirm the cancellation and to enter a reason (optional)
5. Confirm the cancellation request
   • Epic will send a confirmation email to your registered address
   • Your subscription will end at the next billing date, not immediately
6. Retain the confirmation email as proof of cancellation for your records

Cancelling an Epic games store purchase (refund request)

If you purchased a game on the Epic Games Store and wish to return it, you must request a refund rather than cancel outright. Epic Games Store offers refunds within 14 days of purchase, provided you have played the game for fewer than 2 hours.

1. Log into your Epic Games account
   • Go to www.epicgames.com and sign in
2. Navigate to your library or purchase history
   • Select "Games" from the main menu
   • Find the game you wish to return
3. Locate the refund option on the game page
   • Click the three dots (menu icon) next to the game title
   • Select "Request a refund" if the option appears
4. If the refund button does not appear, visit the Epic Games customer support portal
   • Go to www.epicgames.com/help
   • Select "Games and apps"
   • Choose "Refunds"
5. Complete the refund request form
   • Select the specific game or item
   • Provide a reason (e.g., "faulty," "did not match description," or "purchased by mistake")
   • Submit the form
6. Monitor your email for Epic's response
   • Epic typically responds within 3 to 5 business days
   • If approved, the refund appears in your original payment method within 5 to 10 business days

Cancelling a mobile purchase via apple app store (iOS)

If you purchased a subscription or in-app item via Apple's App Store, you cancel through Apple, not Epic. This applies to Fortnite Crew subscriptions and V-Bucks purchased on iPhone or iPad.

1. On your Apple device, open the Settings app
   • Tap "Settings" on your home screen
2. Scroll to the top and select your Apple ID
   • Tap your name or Apple ID profile picture
3. Select "Subscriptions"
   • You will see all active subscriptions linked to your Apple ID
4. Find "Fortnite Crew" or the Epic Games subscription in the list
   • Tap the subscription to open its details page
5. Tap "Cancel subscription"
   • Apple will ask you to confirm the cancellation
   • You may see options to downgrade or pause (optional)
6. Confirm the cancellation
   • Apple will send a confirmation email
   • Access will end at the next renewal date
7. To request a refund for a recent purchase, follow the same steps but select "Report a problem" instead of "Cancel subscription"
   • Describe the issue (faulty, did not work, purchased by mistake)
   • Apple will review and respond within 24 to 48 hours

Cancelling a mobile purchase via google play (Android)

If you subscribed to Fortnite Crew or bought V-Bucks via Google Play on an Android device, you manage cancellations through Google Play, not Epic Games directly.

1. On your Android device, open the Google Play Store app
   • Tap the Play Store icon on your home screen or in your app drawer
2. Tap your profile icon in the top-right corner
   • Select "Manage your Google Account"
3. Navigate to the "Payments and subscriptions" tab
   • Swipe or scroll to find this section
4. Select "Subscriptions"
   • You will see all active subscriptions on your Google account
5. Tap "Fortnite Crew" or the Epic Games subscription you wish to cancel
   • The subscription details page opens
6. Tap "Cancel subscription"
   • Google Play will ask you to confirm and may offer options to downgrade
7. Confirm the cancellation
   • You will receive a confirmation email
   • Your subscription ends at the next renewal date
8. To request a refund for a recent purchase, tap "Report a problem" instead
   • Describe the issue and submit
   • Google Play typically responds within 1 to 3 business days

Cancelling Epic events bookings

Epic Events bookings are treated as ticketed live events. Cancellation fees apply depending on how close you are to the event date.

1. Log into your Epic Games account
   • Visit www.epicgames.com and sign in
2. Navigate to your Events page or ticket section
   • Select "Events" from the main menu (if available)
   • Or visit the Epic Events website directly
3. Locate the event you booked
   • Find the booking in your account history or email confirmation
4. Select "Manage booking" or "View details"
   • A cancellation or refund option should appear
5. Check the cancellation policy displayed on the event page
   • Epic Events typically charge a percentage of the ticket price if cancelled within 7 days of the event
   • Full refunds are usually available if cancelled 8 or more days before the event
6. If you choose to proceed, select "Cancel booking" and confirm
   • The refund will be processed to your original payment method within 5 to 10 business days
   • Save the cancellation confirmation email

What happens after you cancel: next steps

Cancellation is not the end of the process. Understanding what to expect helps you track your refund and resolve any issues.

Immediate steps after you submit your cancellation

Once you confirm a cancellation, Epic Games or the relevant platform (Apple, Google, or the event organiser) will send you a confirmation email. This email is proof of your cancellation and is essential if you need to escalate a dispute later. Save it immediately to a secure location. If you do not receive a confirmation email within 24 hours, contact Epic Games customer support using the methods outlined in the final section of this guide.

For subscriptions, your access will end on the next renewal date, not immediately. For example, if you cancel Fortnite Crew on 15 March and your next billing date is 20 March, you will lose access on 20 March. For store purchases and event bookings, cancellation is processed immediately, but refunds take time to appear in your account.

Tracking your refund

Refunds from Epic Games Store purchases typically appear in your original payment method within 5 to 10 business days. Refunds from Apple or Google may take slightly longer, depending on your bank. You can check the status of your refund by logging into your Epic Games account and reviewing your transaction history, or by contacting your bank directly if the refund does not appear within the stated timeframe.

If you believe your refund has been delayed, contact Epic Games customer support with your refund confirmation number (found in your confirmation email) and request an update.

Refund eligibility and policy details

Not every purchase qualifies for a refund under Epic Games' own policy. Understanding the eligibility criteria helps you assess whether you have a strong case.

Epic games store refund policy

Epic Games Store allows refunds on games and content within 14 days of purchase, provided you have played the game for fewer than 2 hours. This is Epic's discretionary policy and is more generous than many digital retailers. If you exceed either the 14-day window or the 2-hour playtime, Epic may still approve your refund if you can cite the Consumer Guarantees Act (e.g., the game is faulty or unplayable).

Fortnite crew and V-Bucks refund eligibility

Fortnite Crew subscriptions are not refundable under Epic's standard policy once you have accessed the monthly Crew Pack. However, if you cancel before the renewal date, you will not be charged again. If you were charged multiple times in error, or if the service did not work, you can claim a refund under the Consumer Guarantees Act. V-Bucks purchases are typically non-refundable, but refunds may be granted if you can demonstrate a fault or breach of contract.

Mobile purchase refunds (App store and google play)

Apple and Google have their own refund policies that may differ from Epic's. Apple typically allows refunds within 15 days of purchase if you have not consumed the content. Google Play allows 48 hours for most in-app purchases. If you are denied a refund by either platform, you can appeal and reference the Consumer Guarantees Act 1993 in your appeal statement. Yafee recommends gathering evidence of any fault or breach of contract before submitting your appeal.

Epic events cancellation and refund policy

Epic Events tickets are refundable based on the cancellation window: full refund if cancelled 8 or more days before the event; partial refund (typically 50 to 75 percent) if cancelled 1 to 7 days before the event; no refund if cancelled on the day of the event or after the event has begun. If the event is cancelled by Epic, you are entitled to a full refund regardless of the cancellation window.

Common mistakes to avoid when cancelling

Cancellations often go wrong because of avoidable errors. You are not alone if you have made one of these mistakes in the past, and Yafee is here to help you navigate them.

Mistake 1: assuming immediate access loss means instant refund

Many users believe that losing access to a service immediately means their refund has been processed. In reality, cancellation and refund are two separate events. You may lose access on the date of cancellation, but the refund itself takes 5 to 10 business days (or longer for mobile purchases). Do not contact Epic Games to complain about a missing refund until at least 10 business days have passed since you submitted your cancellation request.

Mistake 2: cancelling via the wrong channel

If you purchased a subscription via Apple App Store, you must cancel via Apple Settings, not Epic Games. Cancelling via the Epic Games website will not work because Apple, not Epic, manages the billing relationship. Yafee advises confirming where you made the original purchase before initiating cancellation. Check your payment confirmation email or your bank statement to identify the merchant.

Mistake 3: not keeping records of your cancellation confirmation

The confirmation email you receive after cancellation is your proof. Without it, you cannot escalate to the Commerce Commission or demonstrate that you acted in good faith. Save all cancellation confirmation emails in a folder and do not delete them until the refund has been received and verified.

Mistake 4: exceeding the 2-hour playtime limit before requesting a refund

For Epic Games Store purchases, your playtime is tracked automatically. Playing a game for more than 2 hours makes it ineligible for a refund under Epic's standard policy. If you wish to request a refund, do so before you reach 2 hours of play. If you have already exceeded this, you must rely on the Consumer Guarantees Act and cite a specific fault or breach of contract.

Mistake 5: not appealing a denied refund

If Epic Games or a payment platform denies your refund, you have the right to appeal. Write a second request citing the Consumer Guarantees Act and providing specific evidence of the fault or breach. Many companies reverse denial decisions once a legal basis is stated. Yafee recommends submitting your appeal within 14 days of the initial denial to keep your Consumer Guarantees Act claim strong.

Comparison table: cancellation methods by service

The table below summarises the cancellation method, expected refund timeframe, and contact point for each Epic Games service. Use this as a quick reference to identify the correct pathway for your situation.

How to contact Epic games if your cancellation is refused

If Epic Games denies your refund or cancellation request, you have the right to escalate your complaint. Yafee has compiled the correct contact details and escalation procedure.

Epic games customer support contact details

Epic Games does not maintain a public postal address in New Zealand for cancellations or refund disputes. The only postal address available for legal or cancellation matters is Epic Games' United States headquarters address. You should attempt contact via the online support portal first before escalating to postal correspondence.

Online support: Visit www.epicgames.com/help and select your issue type. You can submit a support ticket and receive a response within 3 to 5 business days.

US headquarters address (for formal legal correspondence, if required):

Epic Games, Inc.
620 Crossroads Boulevard
Cary, North Carolina 27518
United States

If you send written correspondence to the US address, include your full name, account email address, order number, amount charged, date of purchase, and a clear description of the issue. Specify that you are a New Zealand consumer and that your claim is made under the Consumer Guarantees Act 1993. Retain a copy of all correspondence for your records.

Escalating to the commerce commission

If Epic Games does not respond within 5 business days, or if it refuses your claim without addressing your legal grounds, you can file a formal complaint with the Commerce Commission of New Zealand. The Commerce Commission investigates breaches of consumer law, including violations of the Consumer Guarantees Act. You can lodge a complaint online at www.comcom.govt.nz or contact the Commission's consumer hotline.

The Commerce Commission will write to Epic Games on your behalf and demand a response. If Epic does not comply, the Commission can initiate enforcement action, issue a formal direction, or pursue a court case. This process is free and is a powerful lever if Epic has refused your refund without good cause.

Citizens advice bureau support

Citizens Advice Bureau (www.cab.org.nz) offers free advice on consumer rights disputes. A CAB adviser can help you draft a formal complaint letter, interpret Epic's refund policy, and advise on escalation options. CAB can also support your complaint to the Commerce Commission if needed.

Preventing future charges and protecting your account

Once you have successfully cancelled, take steps to prevent accidental recharges and to protect your account from future unauthorised charges.

Remove your payment method from Epic games

Log into your Epic Games account, navigate to "Account settings," select "Payments," and remove any stored credit or debit card. This prevents Epic from charging you automatically if you accidentally reactivate a subscription.

Enable two-factor authentication

Protect your account from unauthorised access by enabling two-factor authentication. This requires a code from your phone or email every time you log in, making it harder for hackers to compromise your account and make unauthorised purchases.

Review your bank or payment app statements monthly

Even after cancellation, monitor your bank statements for Epic Games charges. If you spot an unauthorised charge, contact your bank immediately and request a chargeback. Your bank has the legal right to reverse charges on your behalf if you did not authorise them.

Key takeaways and final checklist

Before you cancel, ensure you have taken the following steps. Use this checklist to confirm you are ready to proceed and to document your cancellation for future reference if needed.

• Confirm which Epic Games service you are cancelling (Fortnite Crew, Epic Games Store, mobile purchase, or event booking)
• Confirm where you made the purchase (Epic's website, Apple App Store, Google Play, or Epic Events)
• Gather your order confirmation email and the date of purchase
• Note the amount charged in your local currency (NZD)
• Take screenshots of any fault or issue if claiming under the Consumer Guarantees Act
• Follow the step-by-step cancellation method that matches your service type (above)
• Save the cancellation confirmation email immediately
• Wait 10 business days before following up if the refund has not appeared
• If denied, draft a written appeal citing the Consumer Guarantees Act 1993 and submit within 14 days
• If Epic Games does not respond or refuses your appeal, escalate to the Commerce Commission
• Keep all correspondence until the dispute is fully resolved

Summary: cancelling Epic games in new zealand

Epic Games offers multiple consumer services in New Zealand, and each requires a different cancellation approach. Your cancellation rights are grounded in the Consumer Guarantees Act 1993, which gives you the legal right to cancel within a reasonable time if the product is faulty or does not match its description. Epic's own refund policy (14 days on the Store, 2-hour playtime limit, or event-specific terms) does not override this right.

Yafee has walked you through the step-by-step cancellation method for each service: Fortnite Crew subscriptions via your account settings or your mobile platform; Epic Games Store purchases via the customer support portal; mobile purchases via Apple or Google; and Epic Events via the booking management page. Keep your confirmation emails, monitor the status of your refund, and appeal any denial by citing the Consumer Guarantees Act. If Epic Games refuses to cooperate, escalate your complaint to the Commerce Commission of New Zealand or contact Citizens Advice Bureau for support. Yafee has helped thousands of New Zealand consumers successfully cancel Epic Games subscriptions and claim refunds, and we are here to guide you through every step of the process.