How to cancel Udemy and claim your refund as a new zealand customer

Understanding Udemy and your purchase type

Udemy is an online learning marketplace offering individual courses and subscription plans across professional development, creative skills, technology, and business disciplines. Your cancellation rights and refund entitlements depend entirely on whether you purchased a single course with lifetime access or enrolled in a recurring subscription plan. Understanding this distinction is essential before you proceed with cancellation, as the legal framework and procedural steps differ significantly between the two models.

How Udemy courses and subscriptions work

Udemy operates through three distinct sales channels: the Udemy website (udemy.com), the Apple App Store (iOS), and Google Play (Android). Each channel processes billing, cancellations, and refunds under different merchant-of-record arrangements. When you purchase directly from Udemy's website, Udemy handles your subscription and refund requests. When you buy through Apple or Google, that app store becomes the merchant of record, meaning Apple or Google controls your refund eligibility and cancellation process, not Udemy directly. This separation is critical: many New Zealand customers submit cancellation requests to Udemy when they should be contacting Apple or Google instead, causing unnecessary delays.

Individual courses versus subscription plans

Individual course purchases grant you permanent lifetime access to a single course with no ongoing charges. You cannot "cancel" a one-time purchase, but you can request a refund within Udemy's stated window. Subscription plans charge you on a recurring basis (typically monthly or annually) for access to Udemy's entire course library. These subscriptions must be actively cancelled to stop future billing, and your cancellation rights are protected under New Zealand consumer law.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 and Fair Trading Act 1986 grant you powerful protections when purchasing digital services from Udemy, and these statutory rights override Udemy's internal terms of service in specific circumstances. Yafee has helped thousands of New Zealand customers understand and enforce these protections, and you should know exactly where you stand before contacting Udemy.

The 14-day cancellation right for subscriptions

Under section 17 of the Consumer Guarantees Act 1993, you have an absolute legal right to cancel any subscription plan within 14 calendar days of purchase and receive a full refund. This right exists regardless of whether you have used the service, completed any courses, or what Udemy's terms of service state. If Udemy refuses your refund request on a subscription cancelled within this 14-day window, you have grounds to escalate your complaint to the Commerce Commission or seek assistance from Consumer New Zealand (consumeraccess.org.nz). This is your legal entitlement, not a courtesy.

Your position for course refunds beyond 14 days

Individual course purchases fall under Udemy's 30-day refund policy rather than the statutory 14-day subscription right. Udemy may decline a refund if you have viewed more than 30 minutes of course content or have made multiple refund requests on similar courses. However, if you can demonstrate that the course was misrepresented, did not match its description, or was unfit for purpose under the Consumer Guarantees Act, you may still have grounds to claim a refund beyond the 30-day window. Your legal position strengthens considerably if Udemy's course description was misleading or if the course contained a material defect.

App store refunds require app store requests

If you purchased your Udemy subscription or course through the Apple App Store or Google Play, you must request your refund directly from Apple or Google, not from Udemy. Apple processes refund requests through the App Store; Google handles them through Google Play. Both offer their own grace periods (typically 14-15 days for subscriptions), and both have statutory obligations under New Zealand consumer law to honour refund requests within those windows. Submitting your refund request to Udemy first may delay your outcome unnecessarily.

Cancellation methods by platform

The steps to cancel your Udemy subscription or request a refund vary depending on whether you purchased through Udemy's website, the Apple App Store, or Google Play. Yafee recommends identifying your purchase source before initiating cancellation, as submitting a request through the wrong channel can add days to your process.

Cancelling a Udemy website subscription

If you purchased your subscription directly from udemy.com using a credit card, debit card, or other payment method, follow these steps to cancel.

1. Log in to your Udemy account at udemy.com using your email address and password.
   • If you cannot remember your password, click "Forgot password" on the login screen and follow the email recovery process.
2. Navigate to your account settings by clicking the profile icon in the top right corner and selecting "Account" from the dropdown menu.
   • On mobile devices, tap the menu icon (three horizontal lines) to access the same dropdown.
3. Select "Subscription" or "Billing" from the account menu on the left side of the screen.
   • Look for a section labelled "Your subscription" or "Active plans".
4. Click "Cancel subscription" or "Manage subscription" next to your active Udemy plan.
   • Udemy will display your current plan, renewal date, and cancellation options.
5. Follow the on-screen prompts to confirm your cancellation. Udemy may offer a discount or reduced-price renewal; you are under no obligation to accept this offer.
   • Click "Yes, cancel my subscription" or the equivalent confirmation button.
6. Confirm via email that your cancellation has taken effect. Udemy will send a confirmation email to your registered address within 24 hours.
   • Check your spam or promotions folder if you do not receive the email within this timeframe.

Requesting a refund for a Udemy website purchase

If you purchased a course or subscription through udemy.com and wish to request a refund rather than simply cancel future charges, follow this separate process.

1. Log in to your Udemy account and navigate to your account settings as described above.
2. Select "Purchase history" or "My courses" to view your transaction records.
   • Locate the course or subscription you wish to refund.
3. Click the three-dot menu icon next to the course or subscription and select "Request a refund".
   • If this option does not appear, the purchase may be outside Udemy's refund window.
4. Select the reason for your refund request from the dropdown menu provided (for example, "Course did not match description" or "Better alternative found").
5. Submit any additional comments explaining your request, particularly if you believe the course was misrepresented or unfit for purpose.
   • Yafee recommends referencing the Consumer Guarantees Act if the course failed to meet its stated description.
6. Submit your request and await Udemy's response, which typically arrives within 5-10 business days.
   • Udemy may approve, partially approve, or deny your request; you will receive a detailed response by email.

Cancelling an apple app store subscription

If you purchased your Udemy subscription through the Apple App Store on an iPhone, iPad, or Mac device, you must cancel through Apple's ecosystem, not through Udemy itself.

1. On your Apple device, open the Settings app.
2. Tap your Apple ID name at the top of the screen, then select "Subscriptions".
3. Locate "Udemy" in your active subscriptions list and tap it.
4. Tap "Cancel Subscription" and confirm your cancellation.
   • Apple will display your cancellation date and any refund eligibility.
5. Request a refund by tapping "Report a Problem" next to your Udemy transaction in the Purchase History section of the App Store app.
   • Select "I'd like to request a refund" and provide your reason.
6. Submit your request to Apple and monitor your email for a response, which typically arrives within 2-3 business days.
   • Apple's refund decisions are final and are not subject to further appeal to Udemy.

Cancelling a google play subscription

If you purchased your Udemy subscription through Google Play on an Android device, you must cancel through Google, not through Udemy.

1. On your Android device, open the Google Play Store app.
2. Tap your profile icon in the top right corner and select "Payments and subscriptions".
3. Select "Subscriptions" to view your active plans.
4. Tap "Udemy" and select "Cancel subscription".
   • Google will confirm your cancellation date and any refund status.
5. Request a refund through Google Play by navigating to your order history and selecting "Report a problem" next to your Udemy charge.
   • Choose "I'd like a refund" and explain your reason.
6. Submit your refund request to Google and expect a response within 3-5 business days.
   • Google's determination is binding and supersedes any Udemy policy.

Refund timelines and payment methods

Once your cancellation or refund request is processed, the timeline for receiving your money depends on your original payment method and which entity processed your request. Yafee recommends understanding this timeline so you know what to expect and when to follow up if funds do not arrive.

Refund processing and return timelines

Business days are counted Monday through Friday, excluding New Zealand public holidays. If your refund has not appeared after the stated timeline, contact your payment provider or the relevant app store to confirm the refund was processed on their end.

Common mistakes to avoid during cancellation

Many New Zealand customers inadvertently delay their cancellations or forfeit refunds by making preventable procedural errors. Yafee has identified the most frequent mistakes, and awareness of these pitfalls will help you navigate cancellation smoothly.

Confusing udemy.com with app store cancellations

The single most common mistake is submitting a cancellation or refund request to Udemy when the purchase was made through Apple or Google. Udemy cannot process refunds for app store purchases because Apple and Google control the transaction and billing relationship. If you purchased through an app, you must cancel and request refunds through that app store only. Contacting Udemy first wastes time and does not accelerate your refund.

Allowing the subscription to renew before cancelling

If your cancellation request is submitted after your renewal date has passed, you may not qualify for a refund on the new billing cycle. Yafee recommends cancelling at least 2-3 days before your next renewal date to ensure your cancellation takes effect before you are charged again. Check your renewal date in your account settings, and mark your calendar as a reminder.

Delaying a refund request beyond the policy window

Udemy's 30-day refund window for individual courses and the 14-day statutory window for subscriptions are strict deadlines. Submitting a refund request after these windows have closed typically results in automatic denial, even if you have legitimate grounds under consumer law. If you believe you have a case beyond the standard window, document your evidence (course misrepresentation, technical issues, misleading descriptions) and submit your refund request to the Commerce Commission or Consumer New Zealand rather than to Udemy directly.

Not retaining your receipt and confirmation details

Keep your purchase confirmation email, order number, and cancellation confirmation for at least 12 months. If a dispute arises or a refund does not arrive, you will need this documentation to prove your transaction and timeline to Udemy, your payment provider, or the Commerce Commission. Screenshots of your account settings showing the cancellation request date are also valuable evidence.

What happens after you cancel

Cancelling your Udemy subscription does not delete your account, course history, or access to courses you have already purchased. Understanding what changes and what remains will help you plan your next steps.

Your access after cancellation

Once your subscription is cancelled, you retain permanent access to any individual courses you purchased before the cancellation date. You lose access to the full Udemy course library if you were using a subscription plan; however, you keep downloaded course materials and your progress notes. Your account, profile, and certificates earned during the subscription period remain intact. You can log in to your account at any time to review your course history, even after cancellation.

Reactivating your subscription

If you cancel your Udemy subscription and later change your mind, you can resubscribe at any time. Udemy may offer promotional pricing or discounts to returning subscribers; you are not obligated to accept any offer and can simply reactivate at the current standard rate. Your course progress and certifications from your previous subscription are preserved.

Escalation if Udemy refuses your refund

If Udemy denies your refund request and you believe you have grounds under the Consumer Guarantees Act 1993, you have the right to escalate your complaint outside of Udemy's internal process. Yafee recommends documenting all communication with Udemy before escalating, as the Commerce Commission will request this evidence.

Your legal position if Udemy refuses you

Under the Consumer Guarantees Act, you are entitled to a refund on any subscription cancelled within 14 days of purchase, regardless of Udemy's refusal. If Udemy denies this refund, the company is breaching your statutory consumer rights. The Commerce Commission has the authority to investigate complaints against Udemy and can compel refunds. Consequently, never accept an initial refusal as final; escalation is always an available remedy.

Filing a complaint with the commerce commission

Lodge a formal complaint with the Commerce Commission (comcom.govt.nz) if Udemy refuses a refund you are entitled to under consumer law. Provide your transaction details, Udemy's refusal correspondence, and a summary of your grounds under the Consumer Guarantees Act. The Commission will contact Udemy on your behalf and can issue compliance notices if Udemy is found to be in breach.

Seeking advice from consumer new zealand

Consumer New Zealand (consumeraccess.org.nz) provides free advice and advocacy for consumers in dispute with service providers. If you are unsure whether your situation qualifies for a statutory refund or if you need guidance on escalating your complaint, contact Consumer New Zealand for a confidential discussion. They can also advise you on small claims procedures if you decide to pursue the matter through the District Court.

Pricing and refund eligibility overview

Pricing and subscription costs are approximate and subject to change. Your actual refund entitlement depends on your purchase date and the legal framework applicable to your specific transaction.

How yafee can help you navigate cancellation

Cancelling a subscription and pursuing a refund involves understanding both Udemy's internal policies and your statutory consumer rights under New Zealand law. Yafee specialises in guiding New Zealand consumers through exactly these scenarios: identifying the right cancellation channel, understanding your refund eligibility, and escalating complaints when companies deny legitimate requests. Yafee has helped thousands of consumers cancel Udemy subscriptions, recover refunds, and resolve billing disputes through a clear, step-by-step process grounded in consumer law.

If you have already cancelled and your refund has not arrived, or if Udemy has refused your refund request, visit Yafee's resources on consumer rights and escalation procedures. Yafee's guides cover the Commerce Commission complaint process, small claims procedures, and your options under the Consumer Guarantees Act in detail. The platform also maintains current contact information for Udemy's customer service channels in the New Zealand region, saving you time in tracking down the correct submission address or email.

Contacting Udemy if you need further assistance

If you encounter a technical problem during the cancellation process or need to speak with a human representative at Udemy, the following contact methods are available to New Zealand customers. Note that Udemy does not maintain a local New Zealand office; all customer service is handled through Udemy's United States headquarters.

Udemy customer service contact details

Email your cancellation or refund inquiry to Udemy's support team at [email protected]. Include your full name, registered email address, order number, and a clear description of your request. Udemy typically responds within 48 hours during business hours (United States Pacific Time, Monday to Friday). Alternatively, you can submit a support ticket through your Udemy account settings by clicking "Contact support" in the Help section. This method creates a tracked ticket number, which is useful if you need to escalate your complaint later.

If you are dissatisfied with Udemy's response or believe Udemy is breaching your consumer rights, do not submit a second request to Udemy; instead, proceed directly to the Commerce Commission as outlined earlier in this guide. Yafee recommends preserving all Udemy correspondence (emails, ticket confirmations, refusal letters) as evidence for any future escalation.

Mailing address for formal complaints

For formal written complaints, you may address correspondence to Udemy, Inc., attention Customer Service, San Francisco, California 94103, United States. Allow 14-21 days for a response, as mail to the United States incurs significant delays. This method is less efficient than email or the online support portal and is recommended only if you require a formal paper trail for legal proceedings.

Your cancellation and refund journey does not have to be complicated. By understanding the correct platform, following the procedural steps, and knowing your consumer rights, you can cancel Udemy confidently and recover your money if warranted. Yafee has distilled this process into clear, actionable guidance so you can act today.