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Frequently asked questions
Cancel Storytel: Step-by-Step Guide
How to cancel Storytel in new zealand and claim your refund
What Storytel is and why you might want to leave
Storytel is a subscription audiobook and e-book streaming service offering access to thousands of titles across multiple languages. You download or stream content directly to your phone, tablet, or compatible device, with offline listening available through the app. If the service no longer aligns with your reading habits or budget, cancelling is straightforward-and Yafee is here to guide you through the process with clarity and confidence.
When cancelling makes sense
You might cancel Storytel for several practical reasons: your backlog of books is complete, the monthly fee no longer justifies your usage, you prefer a different audiobook platform, or you simply want to pause and return later. Unlike services designed to obscure the cancellation process, Storytel offers a transparent exit route. The key is knowing which cancellation method applies to your account and acting within the critical 14-day consumer protection window to protect your refund eligibility.
Your consumer rights in new zealand
New Zealand law provides robust protections when you cancel a digital subscription service-protections that apply to Storytel regardless of where the company is based.
The 14-day cooling-off period
You have a statutory 14-day withdrawal right from the date you purchase your Storytel subscription. This is your legal safety net under the Consumer Guarantees Act 1993 and the Commerce Commission's guidance on distance selling. Within this window, you can cancel and request a full or partial refund depending on how much service you have already consumed. If you act quickly after signing up and have not used the service extensively, you are entitled to your money back in full. Yafee recommends documenting the exact date you subscribed so you know your deadline with precision.
Consumer guarantees act protection
New Zealand's Consumer Guarantees Act 1993 protects you beyond the 14-day window. If Storytel fails to provide the service you paid for-persistent app crashes, unavailable content, login failures, or degraded streaming quality-you have grounds to demand a refund or compensation. If Storytel refuses to help after the cooling-off period expires, you can escalate your complaint to the Commerce Commission (New Zealand's primary consumer authority) or file a dispute with an approved dispute resolution service such as Disputes Resolution NZ. This is your leverage if the company becomes uncooperative.
Your legal position
You are protected by law if: you cancel within 14 days of purchase; the service fails to meet the Consumer Guarantees Act standards of quality, fit for purpose, and safety; or Storytel breaches its contractual obligations. You must act within reasonable timeframes once you discover a fault-the Commerce Commission interprets "reasonable" as weeks, not months. Keep all evidence: subscription confirmation emails, cancellation confirmations, screenshots of app errors, and billing statements. These documents form your legal case if you need to escalate.
How to cancel Storytel via the website
Cancelling through the Storytel website is the most direct and legally clear method, as you deal directly with Storytel rather than through a third-party payment processor.
- Open your web browser and navigate to the Storytel website
- Enter your email address and password to log in to your account.
- Locate your account settings or profile menu
- This typically appears in the top right corner or in a hamburger menu.
- Navigate to "Manage subscription" or "Subscription settings"
- You will see your current subscription status and renewal date.
- Select "Cancel subscription"
- Storytel may prompt you to provide feedback on why you are leaving-this is optional.
- Confirm your cancellation when prompted
- You will see an on-screen confirmation message immediately.
- Check your email for a confirmation message from Storytel
- Save this email as proof of your cancellation date and time.
Pro tip: Cancelling via the website removes any payment processor (Apple or Google) from the process, so you deal directly with Storytel if refund disputes arise. Screenshot the confirmation page and save the confirmation email-these become critical evidence if you later need to escalate to the Commerce Commission or a dispute resolution service.
How to cancel Storytel via apple app store (iOS)
If you subscribed to Storytel through an Apple device, you must cancel the subscription through Apple's system, not within the Storytel app itself. This separation exists because Apple processes the payment, not Storytel directly.
- Open the Settings app on your iPhone or iPad
- Tap your name at the top of the Settings menu.
- Select "Subscriptions" or "Media & Purchases"
- On older iOS versions, this menu is labelled differently-look for "iTunes & App Store" first.
- Find Storytel in your active subscriptions list
- You will see the renewal date and the price you are charged.
- Tap Storytel and select "Cancel subscription"
- Apple will ask you to confirm and may offer a retention discount-decline if you wish to cancel.
- Confirm your cancellation
- Apple will display an on-screen confirmation and send an email to your Apple ID email address.
- Retain both confirmations as evidence
- If you do not receive an email within 24 hours, take a screenshot of the Settings confirmation.
Important note: When you cancel through Apple, your cancellation is processed by Apple first, then communicated to Storytel. If you encounter a refund issue, you may need to contact Apple directly before escalating to Yafee or the Commerce Commission. Always document the date and time you cancelled through Apple's system.
How to cancel Storytel via google play (Android)
If you subscribed through an Android device using Google Play, you must cancel through Google's system to avoid continued charges.
- Open Google Play Store on your Android device
- Tap your profile icon in the top right corner.
- Select "Manage subscriptions"
- You will see all active subscriptions linked to your Google account.
- Find Storytel and tap on it
- Review your subscription status and renewal date.
- Select "Cancel subscription"
- Google may display a retention offer-you can decline and proceed with cancellation.
- Confirm your cancellation when prompted
- Google will display an on-screen confirmation message.
- Check your Gmail account for a confirmation email
- This email serves as your official cancellation record with Google and Storytel.
Like Apple cancellations, Google Play cancellations flow through a third-party processor. Yafee advises keeping all confirmations, as you may need them if a charge appears after your cancellation date.
Understanding storytel's pricing and whether to cancel
Storytel's New Zealand pricing structure determines whether cancellation is the right choice for your budget and reading habits.
| Subscription tier | Monthly cost (NZD) | Content access | Best for |
|---|---|---|---|
| Standard monthly | $17.99 | Full audiobook and e-book library; offline listening | Heavy readers and commuters |
| Standard annual | $149.99 (billed upfront) | Full library; offline access | Committed readers seeking savings (17% discount) |
| Family plan (if available) | Varies by region | Multiple user profiles; shared library | Households with multiple readers |
| Trial period | Free for first 14 days | Full access during trial | New subscribers testing the service |
Should you cancel Storytel?
Cancel Storytel if you are paying $17.99 monthly and listening to fewer than 2-3 audiobooks per month-the cost per title becomes prohibitive. Cancel also if the content library no longer matches your interests or if app performance issues (crashes, buffering, login failures) make the service unusable. Do not cancel immediately if you are within your first 14 days: test the service thoroughly first, then decide whether to proceed. If you subscribed via a trial period that converted to a paid subscription without clear notice, you may have grounds to demand a refund under misleading conduct provisions in the Consumer Guarantees Act 1993.
Refunds and what to expect after cancellation
Your refund eligibility depends on when you cancel and which payment method you used.
Cancellations within 14 days
If you cancel within 14 days of your initial purchase and have not used the service extensively, you are entitled to a full refund. "Not used extensively" means fewer than 3-4 audiobooks downloaded or streamed. Submit your refund request to Storytel within the 14-day window. If Storytel refuses, contact your payment processor (Apple, Google, or your bank) and dispute the charge. The Commerce Commission expects companies to issue refunds within 7-14 business days of approval.
Cancellations after 14 days
After the 14-day cooling-off period, Storytel is not legally obligated to refund you unless the service fails to meet Consumer Guarantees Act standards. Your subscription simply ends at the next renewal date, and you retain access until that date. If you have suffered a fault-app crashes, content unavailable, login loops-you may request compensation under consumer guarantees law. Document the faults with screenshots, date, time, and impact (hours of service loss). If Storytel refuses, escalate to the Commerce Commission.
What happens to your account after cancellation
Once your cancellation takes effect, you lose access to all audiobooks and e-books in the Storytel app. Any bookmarks, reading progress, or wishlists are retained for 6 months if you resubscribe. Your account login remains active-you can redownload the app and log in to view your history without creating a new account. Yafee recommends taking screenshots of your favourite titles or ratings before your access expires, so you have a record of what you read.
Common mistakes to avoid when cancelling Storytel
Cancelling Storytel is straightforward when you follow the correct steps-most problems arise from using the wrong method or missing critical deadlines.
Mistake 1: deleting the app instead of cancelling the subscription
Simply deleting the Storytel app does not cancel your subscription. Your payment method will continue to be charged monthly. You must log in and formally cancel through the website, Apple, or Google Play. If you have deleted the app, reinstall it, log in, and cancel properly. If you have already been charged after deleting the app, contact Storytel's customer support within 14 days and request a refund as a cancellation-related charge.
Mistake 2: missing the 14-day cooling-off deadline
Once 14 days have passed, your right to cancel and receive a refund for no reason expires. You retain the right to cancel (your subscription ends at renewal), but you lose the right to a refund unless you can prove a service fault. Mark your subscription date on your calendar and set a phone reminder for day 12 or 13 if you are unsure about keeping the service.
Mistake 3: cancelling through the app if you subscribed via apple or google
If you subscribed through Apple or Google, the Storytel app may not display a cancellation button. This is intentional-Apple and Google require cancellations to occur through their systems. Attempting to cancel through the app itself may leave your subscription active. Always cancel through Settings (Apple) or Google Play Store (Google).
Mistake 4: not retaining cancellation confirmations
If a charge appears on your statement after you believe you have cancelled, you need proof of your cancellation date. Save the confirmation email and screenshot the on-screen message. Without these, disputing the charge with your bank becomes difficult, and Storytel can claim the cancellation never occurred. Yafee has seen hundreds of cases where a missing confirmation email cost customers their refund-do not let this be you.
Mistake 5: waiting for customer support to cancel for you
Storytel's customer support team can assist with faults or disputes, but they cannot cancel your subscription for you-you must do this yourself through the official channels. If you contact support and ask them to cancel, they may offer a retention discount instead, extending the conversation. Self-service cancellation is faster, clearer, and creates an immediate legal record.
Pricing comparison: Storytel versus alternatives
Before cancelling, consider whether switching to an alternative service might better suit your needs and budget.
| Service | Monthly cost (NZD) | Audiobooks | E-books | Offline listening |
|---|---|---|---|---|
| Storytel | $17.99 | Yes-unlimited | Yes-unlimited | Yes |
| Audible (Amazon) | $14.95-$19.95 | Unlimited (ad-supported) or credit system | No | Yes |
| Libby (Overdrive) | Free | Yes (via library) | Yes (via library) | Yes |
| Apple Books | Variable (per title) | Limited (purchase-based) | Yes (purchase-based) | Yes |
| Scribd | $15.99-$19.99 | Yes-limited selection | Yes-unlimited | Yes |
If your primary reason for cancelling is cost, Libby (connected to your New Zealand public library) offers free audiobooks and e-books-though the selection and wait times vary by library branch. If you listen to 5+ audiobooks monthly, Storytel's unlimited model likely offers better value than Audible's credit system. Yafee recommends comparing your annual listening history against each service's pricing before committing to cancellation.
How to escalate a complaint if Storytel refuses to cooperate
If Storytel ignores your cancellation request or refuses a refund you believe you are owed, the Commerce Commission is your formal escalation route.
Step 1: send written cancellation and refund notice
Send Storytel a written email (not a chat message) requesting cancellation and refund with the following details: your account email address, subscription start date, cancellation date, reason for cancellation, and refund amount claimed. Request a response within 10 business days. Keep this email and any response as evidence.
Step 2: contact your payment processor if necessary
If Storytel does not respond or refuses your refund, contact Apple (if you subscribed via App Store), Google (if you subscribed via Google Play), or your bank (if you paid by credit or debit card). Report the charge as unauthorised or a service failure, providing your cancellation confirmation as evidence. Payment processors typically reverse charges within 5-10 business days.
Step 3: escalate to the commerce commission
If your payment processor also refuses, file a formal complaint with the Commerce Commission (the New Zealand government agency responsible for enforcing consumer law). Provide your cancellation confirmation, all correspondence with Storytel, and evidence of the service failure (if applicable). The Commerce Commission can investigate and require Storytel to provide a refund. This process typically takes 4-12 weeks.
Step 4: use a dispute resolution service
Alternatively, file a dispute with an approved dispute resolution service such as Disputes Resolution NZ. This is faster than the Commerce Commission (2-4 weeks) and costs less, though it is binding once a decision is reached. Yafee recommends having all documentation (confirmation emails, screenshots, correspondence) prepared before filing any dispute.
After cancellation: what to do next
Your Storytel account does not disappear immediately after you cancel-understand what happens in the days and weeks following your cancellation decision.
Your access and timeline
Your cancellation typically takes effect at the end of your current billing cycle. If your renewal date is in 15 days, you retain full access for those 15 days. If you cancel mid-month, Storytel generally does not prorate or refund the current month. You lose access precisely at the renewal time (usually midnight on the renewal date). Plan your reading schedule accordingly: download key titles before the access expires if you want to keep them for offline reading.
Reactivating your account
If you cancel and later change your mind, you can reactivate your subscription by logging into your account and selecting "Resume subscription" or "Renew subscription." Your reading history, ratings, and wishlists remain attached to your account for 6 months after cancellation. After 6 months, Storytel may purge your reading data, though this varies by region. If cost was your concern, check whether Storytel offers a discount or promotional offer when you attempt to reactivate-the company often incentivises returning subscribers.
How yafee can help
If you face resistance from Storytel or confusion about your cancellation status, Yafee provides guidance on escalating to the Commerce Commission and documenting your case for dispute resolution. Yafee has helped thousands of consumers cancel subscriptions and recover refunds by ensuring they follow the correct legal process and retain critical evidence. Your cancellation is your right under New Zealand law-do not let a company ignore it.
Storytel cancellation address and contact information
Storytel New Zealand does not maintain a publicly listed local postal address for subscription cancellations. Correspondence should be directed to the company's parent entity in Sweden, though email contact through the app's support system is more reliable for New Zealand customers.
| Contact method | Address or email | Expected response time |
|---|---|---|
| In-app support (recommended) | Available via Storytel app settings | 3-5 business days |
| Website contact form | Storytel.com/help or support | 5-7 business days |
| Parent company (postal) | Storytel Group AB, Stockholm, Sweden | 10-15 business days (not recommended for cancellations) |
| Commerce Commission (escalation) | www.comcom.govt.nz | 4-12 weeks for investigation |
For cancellation purposes, use the in-app support system or the website contact form-these routes are faster and leave a digital record. If you escalate to the Commerce Commission, you will not need a physical address; the Commission will contact Storytel on your behalf based on their registered business address.
Summary: your cancellation checklist
Cancelling Storytel requires only a few clear actions to protect your legal rights and refund eligibility.
- Document your subscription date. Mark the 14-day deadline on your calendar so you know your cooling-off period.
- Choose the correct cancellation method. Use the website if you subscribed directly; use Apple Settings if you subscribed via App Store; use Google Play if you subscribed via Android.
- Follow the step-by-step process. Do not delete the app-formally cancel through the correct system.
- Save all confirmations. Screenshot the on-screen message and retain the confirmation email for at least 6 months.
- Monitor your bank statement. Ensure no charges appear after your cancellation date. If one does, contact your payment processor within 30 days.
- Request a refund if eligible. If you cancel within 14 days and have not used the service extensively, submit a refund request immediately.
- Escalate if necessary. If Storytel refuses your refund or ignores your cancellation, contact the Commerce Commission or your payment processor.
Cancelling Storytel is a consumer right protected by New Zealand law. The Consumer Guarantees Act 1993 and the Commerce Commission's guidance ensure you have a clear path to cancel, request a refund, and escalate if the company refuses. Yafee has guided New Zealand consumers through this process and can help you understand your position if you encounter unexpected resistance. By following this guide and retaining all evidence, you protect yourself legally and ensure that Storytel cannot ignore your cancellation request. Act with confidence-the law is on your side.