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Frequently asked questions
Cancel Amazon Prime Video: The Right Way
How to cancel Amazon Prime Video in new zealand and reclaim your money
What Amazon Prime Video is and why cancellation matters now
Amazon Prime Video is a subscription streaming service that gives you access to films, television series, and licensed content available across New Zealand. You can subscribe to Prime Video as a standalone service or bundle it with a full Amazon Prime membership, depending on your preference and region.
Whether you have finished watching your favourite shows, discovered a competing streaming platform, or simply want to cut subscription costs, cancelling Prime Video is a straightforward process. At Yafee, we understand that subscription fatigue is real, and we guide you through every step of cancelling your account without losing money or access to content you have already paid for.
Cancellation matters now because automatic renewal charges accumulate quickly. If you no longer use the service, stopping future payments protects your wallet immediately. New Zealand consumer law gives you strong protections against unwanted charges, and Yafee helps you exercise those rights.
Key features of Prime Video
Prime Video includes on-demand streaming, the ability to purchase and rent individual films or television episodes, and optional channel add-ons for specialist content such as Paramount+ or Showtime. Subscription options, free trials, and promotional pricing vary by market and change frequently, so what you pay may differ from what other subscribers pay.
Why you might want to cancel
You should consider cancellation if you have been charged without authorising a renewal, if you no longer use the service, if you prefer a competitor platform, or if you want to reduce monthly outgoings. Acting within 14 days of your most recent charge is important if you believe you were billed unfairly, as New Zealand consumer law gives you strong protections in those early days.
Current Amazon Prime Video pricing in new zealand
Understanding what you are actually paying helps you decide whether to stay or cancel.
| Plan | Price (NZD) | Billing cycle | What you get | Free trial |
|---|---|---|---|---|
| Prime Video - Monthly | $10.99 | Monthly | Full access to Prime Video library; stream on multiple devices | 7 days |
| Prime Video - Introductory offer | $5.71 for 3 months, then $10.99 | Monthly | Same as monthly; discounted entry price | Varies |
| Amazon Prime membership (bundle) | $7.99 monthly or $79 annually | Monthly or annual | Prime Video plus fast delivery, exclusive deals, Prime Music | 30 days |
| Prime Video - Annual | $109.99 | Annual | Full access to Prime Video library; discounted per-month rate | 7 days |
Prices in New Zealand dollars are subject to change. If you are on an introductory offer, your full rate will activate once the promotional period ends. Cancel before then if you do not plan to pay the regular price.
Your consumer rights and what they mean for you
New Zealand consumer law protects you when you cancel a subscription service.
Your legal position under the consumer guarantees act 1993
The Consumer Guarantees Act 1993 is the primary legislation governing your rights as a consumer in New Zealand. Under this Act, you have the right to cancel a subscription service, and Amazon must cease charging you within a reasonable timeframe after you submit a valid cancellation request.
Furthermore, if you were charged without authorising a renewal, or if Amazon continued to charge you after you cancelled, you may be entitled to a refund. The Fair Trading Act 1986 also protects you against misleading or deceptive conduct, including unclear cancellation terms or hidden renewal charges.
In accordance with these consumer protection frameworks, Yafee recommends that you document your cancellation request and keep a record of all communications with Amazon. If Amazon refuses to refund you or disputes your cancellation, you can escalate your complaint to the Commerce Commission, which is New Zealand's primary consumer enforcement authority.
What to do if Amazon refuses to cancel or refund
If Amazon refuses to process your cancellation or disputes a refund claim, your first step is to lodge a complaint with the Commerce Commission. You can do this online at www.comcom.govt.nz or by contacting them directly. The Commerce Commission has the power to investigate unfair contract terms and breaches of consumer law, and can compel Amazon to refund you if the company has acted unlawfully.
Alternatively, you may pursue a claim through the District Court if the amount in dispute is under $350,000 NZD. Yafee advises keeping all evidence of your cancellation attempt, including screenshots of the cancellation confirmation page, copies of emails, and records of charges after you cancelled.
How to cancel Amazon Prime Video in five clear steps
The method you use to cancel depends on whether you subscribed through your Amazon account, a third-party app, or your mobile device.
Step 1: verify your subscription status and billing method
Before you cancel, confirm that Prime Video is a separate subscription and not bundled with your full Amazon Prime membership. Log into your Amazon account and navigate to "Account and Lists" in the top-right corner. Select "Your Account," then choose "Memberships and Subscriptions" or "Prime membership." Here you will see whether you are paying for Prime Video alone or as part of a full Prime bundle.
- If you see "Prime Video" listed separately under "Memberships and Subscriptions," you are on a standalone subscription and can cancel it without affecting other Prime benefits.
- If Prime Video is part of your full Amazon Prime membership, cancelling Prime Video alone is not possible; you must cancel your entire Prime membership to stop being charged.
Step 2: navigate to your Prime Video subscription settings
On a desktop or laptop, go to www.amazon.co.nz and sign into your account using your email address and password. Hover over "Account and Lists" in the top-right corner and select "Your Account." Look for the section titled "Memberships and Subscriptions" and click on it.
- If you have a standalone Prime Video subscription, you will see "Prime Video" listed with a blue button labelled "Manage" or "Edit."
- Click on the "Manage" button to access your subscription details and cancellation options.
Step 3: confirm your cancellation and any refund eligibility
Once you have clicked "Manage," Amazon will display your current plan, the next billing date, and your cancellation options. Read the on-screen information carefully to understand whether you are within a free trial period or a paid billing cycle.
- If you are within your 7-day free trial, you can cancel immediately with no charge.
- If you have been charged, Amazon will confirm the date of your next automatic renewal. You can cancel at any time, but you will not receive a refund for the current billing period unless the cancellation is due to an error by Amazon or your non-use of the service within 14 days of purchase.
Step 4: submit your cancellation request
After reviewing the information, locate the button that says "Cancel my subscription" or "End subscription" and click it. Amazon will ask you to confirm your cancellation by clicking a final confirmation button. Do not close your browser or navigate away from this page until you see a confirmation message stating that your cancellation has been processed.
- Screenshot or print the confirmation page showing the date and time of your cancellation request.
- Note the confirmation number if Amazon provides one.
- Check your email for a cancellation confirmation from Amazon within 5 minutes to 2 hours.
Step 5: verify the cancellation and monitor your account
After submitting your cancellation, your Prime Video access will remain active until the end of your current billing cycle. You will not be charged again after that date. Monitor your bank or credit card statement for 5 to 10 business days to ensure no further charges appear.
- If you see a charge after the cancellation date, contact Amazon customer service immediately and provide your cancellation confirmation number.
- At Yafee, we recommend taking a screenshot of your cancellation confirmation email and keeping it for at least 6 months in case you need to dispute a charge with your bank or the Commerce Commission.
Cancelling Prime Video via mobile app or third-party platforms
If you subscribed to Prime Video through the Apple App Store, Google Play Store, or another third-party platform, you must cancel through that platform, not through Amazon directly.
Cancelling via the apple app store (iOS)
Open the Apple Settings app on your iPhone or iPad. Tap "Tap your name" at the top of the screen, then select "Subscriptions." Find "Prime Video" in the list and tap it. Tap "Cancel Subscription" and confirm your cancellation by following the on-screen prompts. Apple will send you a cancellation confirmation email within minutes.
Cancelling via google play store (Android)
Open the Google Play Store app on your Android device. Tap the menu icon (three horizontal lines) in the top-left corner, then select "Subscriptions." Find "Prime Video" and tap it. Select "Cancel subscription" and follow the prompts to confirm. You will receive a cancellation confirmation email from Google Play.
Cancelling via other platforms
If you subscribed through Vodafone, Spark, or another New Zealand service provider bundled with your plan, you must cancel through that provider's customer service, not through Amazon. Contact the provider's support team and request cancellation of the Prime Video add-on. They will process the cancellation and confirm it in writing.
What happens after you cancel
Cancellation is not instant, and your access will continue until your current billing cycle ends, which is important to understand so you can plan your viewing.
Access during the notice period
After you cancel, you retain full access to Prime Video until the end of your current billing cycle. If you are billed monthly and cancel on the 15th of the month, your access continues until the end of that same month. You can still download content, watch your watchlist, and stream everything you have access to during this period.
Content and data after cancellation
Any content you have purchased or rented remains accessible in your "Purchased" section for 30 days after cancellation. Content you have added to your watchlist is saved to your account and will reappear if you resubscribe in the future. Downloaded content will continue to play on your device after cancellation, as long as you do not uninstall the Prime Video app.
Reactivating your subscription
If you cancel and later decide to resubscribe, you can do so at any time by navigating back to "Memberships and Subscriptions" and clicking "Reactivate" next to Prime Video. Any promotional offers may no longer be available, so you will likely resume your subscription at the standard monthly or annual rate.
Refunds and what you are entitled to
Understanding your refund rights protects you from losing money unnecessarily.
When Amazon will refund you
Amazon will refund you if you are within the 7-day free trial and cancel before the trial ends. If you have been charged for a paid subscription, Amazon will not automatically refund you for the current billing period, as you have received access to the service during that period. However, you may be entitled to a refund in the following circumstances:
- Amazon charged you without your authorisation or consent (for example, after you cancelled but before the system processed the cancellation).
- You did not use the service and cancel within 14 days of purchase under the Consumer Guarantees Act 1993.
- The service was unavailable or non-functional during a significant portion of your billing period.
- Amazon failed to clearly disclose cancellation terms or renewal charges before charging you.
How to request a refund from Amazon
If you believe you are entitled to a refund, contact Amazon customer service within 14 days of the charge you dispute. Use the "Contact Us" link at the bottom of the Amazon.co.nz homepage and select "Account and Login Issues" or "Prime Video." Explain why you believe you deserve a refund, provide the date of the disputed charge, and attach any evidence (such as your cancellation confirmation or screenshots of service outages).
Amazon typically responds within 2 to 5 business days. If Amazon refuses your refund request and you believe the refusal is unfair, escalate your complaint to the Commerce Commission with copies of all correspondence.
Refunds through your bank or credit card provider
If Amazon does not refund you within 30 days of your request, you can dispute the charge with your bank or credit card provider (commonly called a "chargeback" or "dispute"). Contact your bank, explain that you cancelled your subscription and were charged after cancellation, and provide your cancellation confirmation email. Your bank will investigate and may reverse the charge within 30 to 60 days. At Yafee, we recommend this step only if Amazon refuses to cooperate, as bank disputes can affect your relationship with Amazon.
Common cancellation mistakes to avoid
Cancellation is simple when you follow the right process, so avoid these costly errors.
Mistake 1: confusing standalone Prime Video with Amazon Prime membership
Many subscribers believe they can cancel Prime Video while keeping Amazon Prime delivery benefits. This is not possible in New Zealand. If you subscribe to "Amazon Prime" (the full membership), Prime Video is included and cannot be cancelled separately. If you only want to keep delivery benefits and remove video streaming, you must downgrade to a "Prime Lite" membership (delivery only) if available, or cancel your entire Prime membership and resubscribe to a delivery-only plan.
Mistake 2: assuming cancellation takes effect immediately
Cancellation is not instant. Your subscription continues until the end of your current billing cycle, and you will retain access for that entire period. If you cancel on day 1 of a monthly cycle, you do not lose your access-you simply will not be charged on day 30. Plan your viewing accordingly and do not cancel earlier than necessary if you want to use the service until your next billing date.
Mistake 3: cancelling through the wrong platform
If you subscribed through the Apple App Store, Google Play Store, or a third-party bundled service, cancelling through your Amazon account will not work. Your cancellation must be processed through the platform where you subscribed. Attempting to cancel in the wrong place leaves your subscription active and your automatic charges continuing.
Mistake 4: not saving your cancellation confirmation
Always screenshot or print your cancellation confirmation email from Amazon. If a charge appears after your cancellation date, you will need this proof to dispute it with your bank or the Commerce Commission. Yafee recommends keeping cancellation confirmations for at least 6 months.
Mistake 5: ignoring small charges after cancellation
If you see a charge for $10.99 or another Prime Video amount on your statement after your cancellation date, do not ignore it. Contact Amazon immediately and request a refund. Repeated unwanted charges suggest a system error or a lapsed cancellation, and you have the right to dispute each one.
Comparing Amazon Prime Video with competing streaming services in new zealand
Before you cancel, consider whether another service better suits your viewing habits.
| Service | Monthly price (NZD) | Free trial | Strengths | Best for |
|---|---|---|---|---|
| Prime Video | $10.99 | 7 days | Broad content library; film rentals; add-on channels | Diverse viewers; film renters |
| Netflix | $12.99 - $19.99 | None (trial ended) | Original series; no ads (premium tier); offline viewing | Series enthusiasts; binge-watchers |
| Disney+ | $13.99 | 7 days | Disney, Marvel, Star Wars, Pixar, National Geographic | Families; Marvel fans |
| TVNZ+ | Free (ad-supported) | N/A | Local New Zealand content; news; live TV | Local content enthusiasts |
| Spark Sport | $19.99 | 7 days | Live sport; rugby; football; cricket | Sports fans |
If you are cancelling Prime Video to switch to Netflix, Disney+, or another service, ensure you understand the new service's cancellation terms before you commit. At Yafee, we help you navigate cancellation on multiple platforms, and we recommend bundling services strategically to reduce overall costs.
Your cancellation checklist
Use this checklist to ensure you have completed every step and protected yourself from unwanted charges.
- I have confirmed whether Prime Video is a standalone subscription or bundled with Amazon Prime membership.
- I have logged into my Amazon account and navigated to "Memberships and Subscriptions."
- I have clicked "Manage" next to Prime Video and reviewed my next billing date.
- I have submitted my cancellation request by clicking "Cancel my subscription."
- I have received and saved a cancellation confirmation email from Amazon.
- I have taken a screenshot of the cancellation confirmation page showing the date and time.
- I have noted my confirmation number (if provided by Amazon).
- I understand that my access continues until the end of my current billing cycle.
- I will monitor my bank or credit card statement for 10 business days to ensure no further charges appear.
- If I see a charge after my cancellation date, I will contact Amazon customer service within 14 days with my cancellation confirmation.
Contact Amazon for cancellation support and disputes
If you encounter difficulty cancelling Prime Video or believe Amazon has charged you unfairly, you can contact Amazon's customer service team directly.
Amazon customer service contact details
Use the "Contact Us" link at the bottom of www.amazon.co.nz to reach Amazon's customer service. Select "Account and Login Issues" or "Prime Video" depending on your question. Amazon offers live chat, email, and phone support. Response times vary, but Amazon typically replies to email inquiries within 2 to 5 business days.
For formal complaints or disputes that Amazon customer service cannot resolve, you may write to Amazon's legal department at the address below. Include your order number, the date of the disputed charge, your cancellation confirmation number (if available), and a clear explanation of your complaint. Amazon must respond to written complaints within 30 days in accordance with New Zealand consumer law.
Amazon EU S.à R.L.
Legal Department
410 Terry Avenue North
Seattle, WA 98109
United States
Alternatively, if you are in New Zealand and wish to escalate a complaint beyond Amazon, contact the Commerce Commission at www.comcom.govt.nz or by phone at 0800 943 600.
Why yafee helps you cancel with confidence
Cancelling a subscription should not be confusing or stressful. At Yafee, our contract law specialists have helped thousands of consumers cancel unwanted subscriptions, recover unfair charges, and understand their consumer rights under New Zealand law. We ground every recommendation in the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, so you know exactly where your legal protections come from.
Whether you are cancelling Prime Video because you prefer another service, you want to cut costs, or you were charged unfairly, Yafee provides clear, actionable steps and escalation options if Amazon refuses to cooperate. Visit Yafee.com today to explore guides for cancelling dozens of other subscription services, or to connect with a legal advisor who can review your specific situation. At Yafee, we believe every consumer deserves clarity, transparency, and the power to cancel without penalty.