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Cancel Prime Video: Step-by-Step Guide
How to cancel Prime Video in new zealand and stop paying nZ$10.99 monthly
Understanding Prime Video and when cancellation makes sense
Prime Video is Amazon's on-demand streaming service available to New Zealand subscribers, offering Amazon Originals, licensed films, TV series and occasional live sports events. You pay NZ$10.99 per month on a rolling subscription, and new members typically receive a 7-day free trial to explore the service before your first charge.
Before you cancel, ask yourself whether Prime Video still aligns with your viewing habits. Are you actively watching content, or has the service become background noise on your billing statement? Subscription drift affects thousands of New Zealand consumers-you signed up for a reason, but circumstances change. If you have decided Prime Video no longer serves you, this guide walks you through every cancellation method, refund eligibility, and what happens to your account after you leave.
When you might want to cancel
You should consider cancelling Prime Video if you have stopped watching for several weeks, prefer other streaming platforms, or want to reduce your monthly outgoings. Equally, if you signed up during a free trial and realised the content library does not match your taste, cancelling before your first charge hits is the smart move. If you are within the first 3 business days of your initial charge, you remain eligible for a full refund-that window is your safety net.
Current pricing and trial details
At the time of writing, Prime Video costs NZ$10.99 per month in New Zealand. New customers typically enjoy a 7-day free trial, which means you have a week to explore the service risk-free. If you forget to cancel before day 7, your payment method will be charged automatically. Set a reminder on your phone now if you are testing the service on trial.
Your consumer rights in new zealand and how they protect you
The Consumer Guarantees Act 1993 (CGA) is your legal foundation when dealing with streaming services in New Zealand.
What the consumer guarantees act means for you
The CGA requires suppliers-including Amazon-to provide services that are of acceptable quality and fit for purpose. Importantly, suppliers cannot contract out of these guarantees, even if their terms and conditions suggest otherwise. Under the CGA, you have the right to a refund if Prime Video fails to deliver an acceptable service, for example if you cannot access content you have paid for or if the platform is persistently broken.
However, the CGA does not grant you a right to cancel for change of mind alone. This is a crucial distinction. If you simply decide you do not want Prime Video anymore, you cannot force a refund from Amazon under consumer law. That said, Amazon's own cancellation policy is more generous than the CGA minimum. If you cancel within 3 business days of your first charge (or conversion from a free trial), you are eligible for a full refund, provided you have not accessed digital content since that charge.
Your legal position
The CGA applies to all suppliers selling services to New Zealand consumers, including overseas companies like Amazon. If Amazon refuses to honour your cancellation or wrongfully charges you, you can escalate to Consumer NZ or the Commerce Commission. Yafee recommends keeping records of all communications-screenshots of your account, confirmation emails, and the date you requested cancellation. These documents become vital if you need to dispute a charge later.
What happens if amazon refuses to refund you
If Amazon refuses to process your refund after you have cancelled within the eligible 3-business-day window, you have several recourse options. Consumer NZ (the official consumer advocacy body) can investigate your complaint at no cost to you. The Commerce Commission also has authority to take action against businesses that breach consumer law. In practice, Amazon typically honours cancellations and refunds quickly-but if you encounter resistance, formal complaints to these agencies carry legal weight and often prompt immediate resolution.
How to cancel Prime Video: methods and step-by-step instructions
You have three main cancellation routes depending on how you are billed: directly through Amazon's website or app, or through your mobile device's app store if you subscribed via iOS or Android.
Method 1: cancel via amazon website (fastest and recommended)
- Open your web browser and go to www.amazon.co.nz
- Sign in with your Amazon account email and password
- Hover over "Account & Lists" in the top-right corner and select "Your Account"
- Click "Memberships & Subscriptions" (or "Prime Video Memberships" if available)
- Find Prime Video in the list and click "Manage Membership"
- Select "End Subscription"
- Confirm your cancellation when prompted-you will see a confirmation message immediately
- Check your email for a cancellation confirmation from Amazon within minutes
This method is the fastest and leaves the clearest audit trail. You receive instant confirmation on screen and via email, which is crucial if you later need to dispute a charge. Yafee advises keeping the confirmation email for at least 12 months.
Method 2: cancel via amazon app (mobile)
- Open the Amazon shopping app on your phone or tablet
- Tap the menu icon (three horizontal lines) in the bottom-right corner
- Tap "Account"
- Scroll down and tap "Memberships & Subscriptions"
- Tap "Prime Video"
- Tap "Manage Membership"
- Tap "End Subscription"
- Confirm your cancellation when prompted
The app method works identically to the website-you will receive the same confirmation. Use this option if you primarily access Amazon via mobile and find the app interface easier to navigate.
Method 3: cancel via iOS or android app store subscription settings
If you subscribed to Prime Video through the Apple App Store or Google Play Store (rather than directly through Amazon), you must cancel via your device's subscription settings, not through Amazon's interface. Cancelling through Amazon only will not prevent future charges in this scenario.
- On iPhone or iPad:
- Open the Settings app
- Tap your name at the top
- Tap "Subscriptions"
- Find Prime Video and tap it
- Tap "Cancel Subscription" and confirm
- On Android:
- Open the Google Play Store app
- Tap your profile icon in the top-right corner
- Tap "Payments and subscriptions"
- Tap "Subscriptions"
- Find Prime Video and tap it
- Tap "Cancel subscription" and confirm
This route is essential if you cannot remember whether you signed up through the app store. Contact Amazon support or check your payment method-if you see charges from Apple or Google rather than Amazon, you subscribed via the app store and must cancel there.
Refund eligibility and the 3-business-day window
Amazon's refund policy is more generous than New Zealand consumer law requires, but timing is critical.
Full refunds: within 3 business days of your first charge
If you cancel Prime Video within 3 business days of your first charge (or when converting from a free trial to paid), you receive a full refund to your original payment method. This applies only if you have not accessed any digital content-movies, shows, or rentals-since the charge. If you have watched content, even for a few minutes, you lose refund eligibility under Amazon's policy.
Partial refunds: after 3 business days
After 3 business days have passed, refunds depend on whether you have accessed digital content. If you cancel on day 4 or later and have not watched anything, Amazon may still process a refund-but this is at the company's discretion. If you have accessed content, no refund applies. Yafee recommends treating the 3-business-day window as your hard deadline for guaranteed refunds.
Refunds for technical failures
If Prime Video does not work-you cannot access content, the app crashes repeatedly, or the service is unavailable in your region-the Consumer Guarantees Act gives you additional rights. You can claim a refund for breach of the acceptable quality guarantee, regardless of how long you have been subscribed. Contact Amazon support first and describe the technical issue in detail. Keep screenshots of error messages. If Amazon refuses, escalate to Consumer NZ.
What happens after you cancel Prime Video
Cancelling Prime Video is permanent and immediate, but understanding the timeline prevents confusion.
Your access expires at the end of your billing cycle
When you cancel Prime Video, your subscription ends at the end of your current billing month. If you cancel on 15 January and your monthly charge falls due on 22 January, you retain access until 22 January at 23:59 (NZ time). You will not be charged again. After your access expires, you lose the ability to watch content, though your Prime Video watchlist and settings remain stored if you resubscribe later.
Refund processing time
If you are eligible for a refund (cancellation within 3 business days), Amazon processes it within 5 to 10 business days. The refund goes to your original payment method. If you paid by credit or debit card, the refund appears as a credit on your next statement. Check your bank's online portal-sometimes it takes longer to display than Amazon's system shows. If your refund has not appeared within 10 business days, contact Amazon support with your cancellation confirmation email.
Account and personal data retention
Your Amazon account remains active after you cancel Prime Video. You can continue to use your account for shopping, digital content purchases, and other Amazon services. Your Prime Video watch history, ratings, and watchlist are retained in case you resubscribe. If you want to delete all personal data, you must close your entire Amazon account, which is a separate process.
Common mistakes when cancelling Prime Video
Cancelling Prime Video is straightforward, but a few pitfalls can cost you money.
Mistake 1: confusing Prime membership with Prime Video
Amazon Prime (NZ$12.99 per month or NZ$149 per year) includes unlimited fast delivery, Prime Video, music, and photo storage. Prime Video is a standalone subscription for NZ$10.99 per month. Cancelling Prime Video does not cancel Prime-you will continue to pay for Prime membership unless you cancel that separately. If you want to cancel both, you must complete two separate cancellations. Check your latest invoice to see exactly which subscriptions you hold.
Mistake 2: cancelling via the wrong method if you subscribed via app store
If you signed up through the iOS App Store or Google Play Store and cancel only through Amazon's website, your subscription will not stop. The app store treats it as a separate subscription, and Amazon cannot control it. Future charges will continue through Apple or Google. Always check your payment method history to confirm where you subscribed.
Mistake 3: missing the 3-business-day refund window
The 3-business-day refund window is calculated from the date of your first charge, not the date you signed up. If you received a 7-day free trial, your 3-business-day window begins when that trial expires and the first charge hits. Count carefully-weekends and public holidays do not pause the clock. Set a calendar reminder the moment you see your first charge.
Mistake 4: watching content before cancelling
If you plan to request a refund, do not watch any Prime Video content after your first charge, not even the opening minute of a show. Accessing content, even briefly, disqualifies you from the refund. If you have already watched content and still want a refund, your only option is to argue a technical failure or complaint to Consumer NZ.
Mistake 5: not keeping confirmation of cancellation
Always take a screenshot of your cancellation confirmation page and forward the confirmation email to yourself or save it offline. If a charge appears after you cancel, this evidence proves you took action. Without it, disputing an erroneous charge becomes much harder, even though you have a legal right to refund.
Prime Video pricing and comparison table
Understanding what you pay and what alternatives exist helps you make an informed decision.
| Subscription option | Monthly cost (NZD) | Annual cost (NZD) | Free trial | Best for |
|---|---|---|---|---|
| Prime Video standalone | $10.99 | N/A | 7 days | Video streaming only |
| Amazon Prime (full membership) | $12.99 | $149.00 | 30 days | Fast delivery + video + music |
| Netflix standard | $14.99 | N/A | None | Movies and TV shows |
| Disney+ | $13.99 | $139.90 | 7 days | Family and Marvel content |
| TVNZ+ | $9.99 | N/A | 7 days | New Zealand local content |
| Neon | $19.99 | N/A | 7 days | HBO and premium content |
Prime Video sits in the mid-range of New Zealand streaming services. If you are reconsidering the value, compare your actual viewing habits against your monthly outlay. Many households find that cancelling one subscription they barely use and rotating between services seasonally saves money while maintaining content variety.
Checklist: confirming your cancellation is complete
Before you finish, run through this checklist to confirm Prime Video will not charge you again.
- Confirm you saw the "subscription ended" or "cancellation successful" message on screen
- Check your email for a cancellation confirmation from Amazon (or Apple/Google, depending on method)
- Log into your Amazon account and verify Prime Video no longer appears in "Memberships & Subscriptions"
- Check your payment method's pending transactions to ensure no charge is scheduled for next month
- Set a calendar reminder for the date your current billing cycle ends to verify you are not charged
- Save or screenshot the cancellation confirmation email in a folder or cloud storage
- If you subscribed via app store, verify the subscription is removed from your phone's subscription settings
This checklist takes five minutes but eliminates the risk of surprise charges. Yafee advises treating cancellation confirmations as seriously as purchase receipts.
If amazon refuses to cancel or refund you
Amazon's customer service is generally responsive, but if you encounter resistance, know your rights and escalation routes.
Step 1: contact amazon support directly
Email Amazon's New Zealand customer service or use the chat function on amazon.co.nz. Explain your situation clearly: state the date you cancelled, whether you are within the 3-business-day refund window, and what content (if any) you accessed. Request a specific action-either confirmation that your cancellation is processed or a refund to your payment method. Keep copies of all correspondence.
Step 2: escalate to consumer NZ
If Amazon does not respond within 5 business days or refuses your refund despite your eligibility, file a complaint with Consumer NZ (www.consumersnz.org.nz). Consumer NZ can investigate breaches of the Consumer Guarantees Act and negotiate on your behalf. The service is free and carries authority that often prompts faster responses from companies.
Step 3: dispute the charge with your bank
If an erroneous charge appears after cancellation, contact your bank immediately and file a chargeback dispute. Provide your cancellation confirmation as evidence. Your bank can reverse the charge while the dispute is investigated, and Amazon must prove it had your consent for the charge. This is a powerful consumer protection tool that prevents companies from charging without authorisation.
Summary and next steps
Cancelling Prime Video in New Zealand is simple when you follow the correct method for your subscription type. Whether you cancel via the Amazon website (fastest), the mobile app, or your device's app store settings, the process takes under five minutes and produces immediate confirmation. Your legal foundation-the Consumer Guarantees Act 1993-guarantees acceptable service quality and protects you from unfair charges. Amazon's own refund policy is generous: you can recover your money within 3 business days of your first charge as long as you have not accessed content.
Yafee has guided thousands of New Zealand consumers through subscription cancellations, refund claims, and disputes with streaming services. Our platform consolidates cancellation links, eligibility timelines, and consumer rights information so you do not have to hunt through scattered support pages. If your cancellation is delayed or Amazon refuses your refund, use the escalation steps above-Consumer NZ and the Commerce Commission exist to enforce your rights.
Start your cancellation today using Method 1 (Amazon website) if possible, confirm it within the 3-business-day window, and save your confirmation email. Yafee remains here if you need further guidance on consumer rights, refund disputes, or how to challenge any charge. Your money and your time are yours to control-do not let subscription drift continue on your behalf.
Contact details for consumer support in new zealand
- Consumer NZ: www.consumersnz.org.nz | 0800 943 486
- Commerce Commission: www.comcom.govt.nz | 0800 943 600
- Amazon customer service: www.amazon.co.nz/contact | Chat available in account settings
Yafee is committed to making cancellations transparent and consumer-friendly. For more guides on cancelling other New Zealand services, visit yafee.com and explore our full resource library.
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