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Frequently asked questions
Cancel Kami: The Right Way to Protect Your Access
How to cancel Kami and protect your document access in new zealand
Understanding Kami and your subscription
Kami is a cloud-based PDF and document annotation tool used by educators and businesses across New Zealand to view, edit and collaborate on documents online. The platform integrates seamlessly with learning management systems like Google Classroom and Canvas, offering accessibility features that many educators rely on daily. You can annotate PDFs, add text, collaborate in real-time, and sync files across devices.
If your subscription no longer fits your needs or budget, you deserve a straightforward cancellation process. At Yafee, we understand that subscription services should work for you, not against you. This guide walks you through every step of cancelling Kami, understanding your refund rights under New Zealand law, and avoiding the common traps that catch subscribers.
When cancellation makes sense
You might cancel if you no longer use the platform regularly, if you've switched to a competing tool, if cost pressures mount, or if you signed up for a trial and realised it wasn't for you. Yafee recommends cancelling early rather than waiting until the last moment, because refund windows are tight and close without warning. The sooner you act, the more likely you are to preserve your refund eligibility under your consumer rights.
Kami's subscription plans and pricing
Kami offers several subscription tiers to suit different needs and budgets. Understanding your current plan helps you know exactly what you're cancelling and what refund window applies to you.
| Plan type | Renewal cycle | Refund window | Best for |
|---|---|---|---|
| Monthly subscription | Every 30 days | 24 hours (duplicate charges only) | Short-term users, trialling the service |
| Annual subscription | Every 12 months | 3 days of purchase or renewal | Regular users seeking better value |
| School or group plan | Custom (annual typical) | Varies by agreement | Educational institutions, teams |
If you hold an annual subscription, you have 3 days from purchase or renewal to request a refund. Monthly subscribers are limited to refunds for duplicate charges within 24 hours. These windows are shorter than many consumers expect, so act immediately if you have doubts about continuing.
Your consumer rights under new zealand law
As a New Zealand consumer, you have important legal protections that apply to digital subscriptions like Kami, even when you purchase online.
Consumer guarantees act protection
The Consumer Guarantees Act 1993 is your primary shield. This law guarantees that services are of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Kami fails to deliver what was promised, or if the service becomes unusable, you have grounds to request a refund or cancellation.
In practice, this means if Kami's annotation tools malfunction, if collaboration features break down, or if the service prevents you from accessing your documents, you can escalate beyond Kami's own refund policy. Yafee advises you to document any service failures with screenshots and dates, because these records strengthen your claim under the Consumer Guarantees Act.
Your right to change your mind
Unlike goods purchased in shops, digital services like Kami do not carry a standard 14-day cooling-off period in New Zealand unless Kami explicitly offers one in their terms. This makes your first few days of access critical. If you're unsure about the service, test it thoroughly within the refund window rather than waiting weeks to decide.
Your legal position
You have the right to cancel Kami at any time under New Zealand consumer law. Your refund eligibility depends on when you purchased and which plan you hold. If Kami's service fails to meet the Consumer Guarantees Act standards, you can request a refund or cancellation outside the company's stated refund windows. If Kami refuses, you can escalate to the Commerce Commission, New Zealand's consumer enforcement body, which has powers to investigate breaches and order compensation.
How to cancel Kami online
Cancelling Kami via the web is the fastest method and takes under five minutes to complete.
Step 1: log in to your Kami account
- Visit kami.app and enter your email address and password.
- If you've forgotten your password, click the "Forgot password" link on the login screen.
- Check your email inbox (including spam folders) for the password reset link.
- Follow the link and create a new password, then log in.
Step 2: access your account settings
- Look for your user initials or profile icon in the top-right corner of the Kami dashboard.
- Click on this icon to open the menu.
- Select "Settings" or "Account" from the dropdown options.
Step 3: locate your subscription details
- Navigate to the "Subscriptions" or "Billing" section within Settings.
- You will see your active subscription plan displayed with your renewal date and amount charged.
- Confirm this is the correct plan before proceeding.
Step 4: cancel your subscription
- Look for a "Cancel subscription" button or link next to your active plan.
- Click this button to initiate the cancellation process.
- Kami may ask you why you are cancelling. Provide feedback if you wish, or leave this blank.
- Confirm your cancellation when prompted.
Step 5: confirm cancellation and check your email
- You will receive an on-screen confirmation message.
- Screenshot this confirmation for your records.
- Check your email (inbox and spam folder) for a cancellation receipt from Kami within 1 hour.
- Keep this email as proof of your cancellation request.
Requesting a refund after cancellation
Cancelling your subscription stops future charges, but refunds for amounts already paid depend on when you purchased and which plan you hold.
Refund eligibility and timelines
If you hold an annual subscription, you can request a refund within 3 days of purchase or renewal. If your last payment was more than 3 days ago, you are outside Kami's standard refund window. However, this does not mean you have no recourse.
For monthly subscriptions, refunds are limited to duplicate charges within 24 hours. If you were charged twice by accident, contact Kami's support team immediately with your payment reference.
If your cancellation falls outside Kami's stated refund window but you believe the service failed to meet Consumer Guarantees Act standards, you can escalate to the Commerce Commission. Yafee helps consumers understand their position: document your complaint, including dates, service failures, and attempts to resolve the issue with Kami.
How to request a refund from Kami
- Log in to your Kami account and navigate to your subscription section.
- Look for a "Request refund" option next to your cancellation confirmation.
- If no such option appears, your refund window may have expired.
- If you cannot find a refund option online, contact Kami support directly.
- Email [email protected] with your account email, the date of purchase, your subscription plan, and the reason for your refund request.
- Include your 3-day purchase date clearly if you hold an annual plan.
- Keep a copy of your email for your records.
- Expect a response from Kami within 5 to 10 business days.
- If Kami approves your refund, ask for an estimated payment date.
- Refunds typically appear in your bank account within 7 to 14 days of approval.
If Kami refuses your refund
If Kami denies your refund request and you believe the denial breaches the Consumer Guarantees Act, you can escalate to the Commerce Commission. The Commerce Commission investigates complaints about unfair contract terms, misleading refund policies, and failures to meet service standards. You do not need to pay a fee to lodge a complaint, and the Commission has power to order Kami to refund you and pay compensation.
Contact the Commerce Commission at www.comcom.govt.nz or call 0800 943 600. Have your cancellation email and refund request details ready when you contact them.
What happens to your documents after cancellation
Cancelling Kami raises a critical question: can you still access your annotated documents?
Document access after subscription ends
When your subscription cancels, your access to Kami's annotation tools ends on your renewal date (or immediately, depending on Kami's policy). However, your documents themselves typically remain stored in your account for a limited period. You can usually download your files before access expires.
- Log in to your account before your subscription renewal date arrives.
- Navigate to your document library or files section.
- Select all documents you need to keep.
- Download your files in bulk or individually.
- Most documents can be downloaded as PDFs, with your annotations embedded.
- Save these files to your computer or cloud storage (Google Drive, OneDrive, Dropbox).
- Delete any documents you no longer need from Kami's servers.
- This frees up storage space and protects your privacy.
Yafee recommends completing these steps at least one week before your subscription renewal date, so you have time to troubleshoot any download issues.
Exporting annotations and collaboration history
If you need to preserve collaboration notes or comments from other users, check whether Kami allows you to export this data. Some annotation tools limit export options for cancelled accounts. Contact Kami support before you cancel if data preservation is critical to your workflow.
Common cancellation mistakes and how to avoid them
Cancellation should be straightforward, but a few common errors can cost you money or access to your data. Here's how to stay clear.
Mistake 1: cancelling too late in your renewal cycle
If you cancel one day before your annual renewal date, Kami will charge you for the next 12 months before processing your cancellation. Check your subscription renewal date immediately and cancel at least one week before it arrives. This gives you a buffer and ensures your cancellation takes effect before the next charge.
Mistake 2: not requesting a refund within the refund window
Kami's refund window for annual subscriptions closes 3 days after purchase or renewal. Many users assume they have longer and miss the deadline. After day 3, refund eligibility depends on whether the service failed to meet Consumer Guarantees Act standards, which is a slower and more complex process.
Mistake 3: forgetting to download your documents
Once your subscription expires, your ability to access and annotate documents in Kami ends. You may lose access to annotated versions of your files if you don't download them beforehand. Set a calendar reminder to download your files at least two weeks before your renewal date.
Mistake 4: relying on email confirmations alone
Screenshot your cancellation confirmation from the Kami dashboard and save the cancellation email from support. If a dispute arises about whether you cancelled, these images prove your request date and time. Screenshots also protect you if you need to escalate to the Commerce Commission.
Mistake 5: cancelling without contacting support if you have a school plan
If you manage a group or school subscription, Kami may require you to contact support directly to cancel, rather than using the self-service web option. Check your subscription page for group plan instructions, or email [email protected] to confirm the correct cancellation method for your account type.
Cancellation checklist and timeline
Use this checklist to ensure you complete every step correctly and protect yourself legally.
| Task | Timeline | Why it matters |
|---|---|---|
| Check your subscription renewal date | Today | Cancel at least 1 week before renewal to avoid unwanted charges |
| Log in and download all documents | Within 3 days | Preserve your annotated files before access expires |
| Cancel your subscription online or via email | Within 3 days (annual) or 24 hours (monthly) | Meet Kami's refund window if a refund is your goal |
| Screenshot your cancellation confirmation | Immediately after cancelling | Proof of cancellation for disputes or escalation |
| Request a refund (if eligible) | Within 3 days of purchase/renewal | Kami's stated refund window for annual plans |
| Follow up if no response from Kami | 10 business days after request | Escalate to Commerce Commission if Kami ignores you |
Escalation: what to do if Kami refuses to cancel
In rare cases, Kami may not process your cancellation request or may claim that you cannot cancel for contractual reasons.
Step 1: request escalation within Kami
- If the self-service cancellation fails, email [email protected] with the subject line "Cancellation request escalation".
- Include your account email, the date you attempted to cancel, and any error messages you received.
- Request confirmation that your subscription will cancel on your next renewal date.
- Allow 5 to 10 business days for a response.
- Keep records of all emails you send and receive.
Step 2: escalate to the commerce commission
If Kami refuses to cancel or ignores your request, you can file a complaint with the Commerce Commission. This is a free service, and the Commission has power to investigate and order Kami to honour your cancellation and refund request if it breaches consumer law.
- Visit www.comcom.govt.nz and select "Lodge a complaint".
- Provide your account details, the dates of your cancellation attempts, and copies of your emails with Kami.
- Explain why you believe Kami's actions breach the Consumer Guarantees Act (for example, failure to deliver the service as promised, or unfair contract terms).
- Alternatively, call the Commission on 0800 943 600 (toll-free in New Zealand).
- A case officer will guide you through the complaint process and advise on next steps.
- The Commission typically investigates within 20 to 30 working days.
- If the Commission finds Kami breached consumer law, it can order a refund or cancellation.
Yafee has helped thousands of New Zealand consumers navigate subscription cancellations and refund disputes. Our guides are grounded in the Consumer Guarantees Act and real-world experience with companies like Kami. If you encounter resistance to your cancellation, document everything and escalate without hesitation-the Commerce Commission exists to protect you.
Keeping or reactivating your Kami subscription
If you've started to cancel but are unsure, here's what you should know about pausing or reactivating your account.
Can you pause instead of cancel?
Kami does not offer a "pause" option for subscriptions. Your choice is to cancel or continue paying. If you think you might return, do not cancel. Instead, simply stop using the service and let your subscription renew if you change your mind within a few months. However, cancelling and reactivating is usually faster than dealing with accidental renewals.
Reactivating after cancellation
If you cancel and later decide you want Kami again, you can reactivate by logging in and selecting a new subscription plan. Your previous documents and account history may be accessible, depending on how long has passed since cancellation. Contact [email protected] if you need to restore deleted files or account data.
Yafee recommends making a final decision about cancellation before you click "confirm", because reactivation often requires a fresh payment and loses any remaining balance from your previous subscription.
Contact Kami for postal correspondence
If you prefer to cancel by post or have a dispute that requires formal written correspondence, you may send a cancellation notice to Kami's registered address. Postal cancellations can support your legal position if Kami later disputes your cancellation date, so keep a copy and consider sending by registered post.
| Contact method | Best for | Response time |
|---|---|---|
| Email: [email protected] | Fast cancellation and refund requests | 5-10 business days |
| Web dashboard cancellation | Immediate cancellation, no waiting | Instant |
| Postal address (for formal notice) | Creating a legal record of cancellation | 10-15 business days |
Before sending postal correspondence, search Kami's website or contact support to confirm the current mailing address, as this may change. Include your full name, email address, account number (if you have it), and the date you wish your subscription to end. Request a written acknowledgment of receipt.
Protect yourself: final summary
Cancelling Kami is straightforward if you act within your refund windows and follow the correct steps. The Consumer Guarantees Act 1993 protects your rights as a New Zealand consumer, even if Kami's own refund policy is restrictive. Your key protections are:
- A 3-day refund window for annual subscriptions from the date of purchase or renewal.
- The right to cancel at any time under consumer law, regardless of contract terms that claim otherwise.
- The ability to escalate to the Commerce Commission if Kami refuses to honour your cancellation or refund request.
- Access to your documents before your subscription expires, so you don't lose your work.
Start by checking your subscription renewal date today. If you're within 3 days of purchase or renewal and want a refund, cancel and request a refund immediately-Kami's window closes fast. If you're outside the refund window but believe the service failed to meet legal standards, contact the Commerce Commission. Download all your documents at least one week before your renewal date, and keep screenshots of your cancellation confirmation.
Yafee has guided thousands of New Zealand subscribers through cancellations and refund disputes with Kami and similar services. Our step-by-step approach, grounded in the Consumer Guarantees Act and real-world outcomes, ensures you protect your rights and your money. If Kami resists your cancellation, escalate without hesitation-you have the law on your side.