How to cancel ClearScore and reclaim control of your credit data

Understanding ClearScore and why cancellation matters

ClearScore New Zealand provides free access to your credit score and report, pulled from third-party credit bureaus and presented transparently. The core credit check costs nothing. However, ClearScore also offers Protect Plus, a paid monthly or annual subscription that adds identity theft monitoring, real-time credit alerts, and dark web surveillance. If you've signed up for Protect Plus and now want to step back, you're in the right place. Yafee helps thousands of New Zealand consumers cancel subscriptions quickly and without confusion, and ClearScore is no exception.

What ClearScore delivers

ClearScore displays your credit information and provides tools and tips to improve your credit health. The free tier gives you unlimited access to your credit score and detailed report. Protect Plus adds dark web monitoring (to catch identity theft early), real-time credit change notifications, and additional protection features. You choose whether to pay monthly or annually, depending on your budget and commitment level.

Why you might cancel

Monthly subscriptions accumulate quickly. If you're no longer using Protect Plus, have found a better alternative, or simply want to reduce your expenses, cancelling stops the charges immediately. Understanding your cancellation options now means you won't face unwanted charges in your next billing cycle. Yafee recommends reviewing your subscription every few months to ensure it still aligns with your needs.

Your consumer rights when cancelling with ClearScore

New Zealand consumer protection law grants you specific rights when dealing with subscription services and paid digital products.

Consumer guarantees act and your legal position

Under the Consumer Guarantees Act 1993, all services supplied to you must be of acceptable quality and fit for purpose. If Protect Plus fails to deliver what ClearScore promised, stops working properly, or breaches the terms of your contract, you have a right to seek remedies. However, this law does not automatically grant a refund simply because you change your mind about the subscription. Yafee recommends documenting any service failures in writing before you cancel, as this strengthens your position if you need to escalate a complaint with ClearScore or raise a dispute with your payment provider.

Your legal position: The Consumer Guarantees Act protects you if ClearScore breaches its contract or the service fails to meet acceptable standards. It does not, however, grant an automatic cooling-off period or "buyer's remorse" refund. New Zealand law differs from the United Kingdom (14-day cooling-off period) and the European Union (withdrawal rights). Once you've paid for your monthly or annual plan, ClearScore is not legally required to refund unused time unless there is a genuine service failure or material breach of contract.

What the law does not guarantee

New Zealand consumer law does not provide an automatic 14-day withdrawal period for paid subscriptions. This means once you've paid for your Protect Plus plan, ClearScore is not obliged to refund unused time or cancel without notice. However, it's always worth asking if they'll make a goodwill gesture, especially if you cancel within a few days of purchase or can demonstrate a service failure. If ClearScore refuses to engage with your cancellation request, you can escalate to the Commerce Commission, New Zealand's consumer protection authority, which investigates breaches of the Fair Trading Act 1986 and Consumer Guarantees Act 1993.

Cancellation methods and which platform processed your payment

Your cancellation steps depend entirely on which platform processed your payment: ClearScore's website, Apple App Store, or Google Play Store.

Cancelling via the ClearScore website (direct billing)

This is the most straightforward path and the method ClearScore prefers, because it keeps your cancellation within their system and avoids third-party payment disputes. Follow these steps carefully to ensure your cancellation goes through without delay.

1. Open the ClearScore website or mobile app and log in with your email and password.
   • Ensure you're using the correct account if you manage more than one.
   • If you've forgotten your password, use the "Forgot password" link before you begin.
2. Navigate to the "Protect" section or menu option.
   • This takes you to your Protect Plus subscription details.
   • On the mobile app, this is usually located at the bottom of the screen.
3. Select "My Account" from the Protect menu.
   • You'll see your current subscription status and next billing date.
   • Check the renewal date so you know when your final charge will occur.
4. Locate and tap or click "Cancel subscription" or "End Protect Plus."
   • ClearScore will ask you to confirm your cancellation and may offer a discount to retain you.
   • You're not obliged to accept any retention offer.
5. Confirm your cancellation and save any confirmation email or reference number.
   • ClearScore will send you an email confirming the cancellation date.
   • Your access to Protect Plus ends at the end of your current billing period, not immediately.
   • You will not be charged on your next renewal date.
6. Log back in to your account after 24 hours to verify the cancellation has been processed.
   • The Protect section should now show "Inactive" or "Not subscribed."
   • If it still shows active, contact ClearScore support immediately.

Cancelling an apple app store subscription

If you subscribed to Protect Plus through the Apple App Store, you must cancel through Apple's billing system, not through ClearScore's app itself. Apple processes the payment and holds the subscription relationship with you.

1. Open the Apple App Store app on your iPhone, iPad, or Mac.
   • Do not attempt to cancel within the ClearScore app; Apple handles all subscription billing.
2. Tap your profile icon in the top right corner.
   • On Mac, this is in the top left of the App Store window.
3. Select "Subscriptions."
   • You'll see a list of all active subscriptions linked to your Apple ID.
4. Find ClearScore Protect Plus and tap it.
   • The subscription details page opens, showing your renewal date and billing history.
5. Tap "Cancel Subscription" or "Remove."
   • Apple will ask you to confirm the cancellation.
   • Your access ends at the end of your current billing period.
6. Confirm and save any confirmation screen or email.
   • You'll receive an email from Apple confirming the cancellation.
   • Your ClearScore app will continue to function with the free tier after your current period expires.

Cancelling a google play store subscription

If you subscribed to Protect Plus through Google Play, you must cancel through Google's billing system. Google processes the payment and manages the subscription on your behalf.

1. Open the Google Play Store app on your Android device.
   • Do not attempt to cancel within the ClearScore app; Google handles all subscription billing for Play Store transactions.
2. Tap your profile icon in the top right corner.
   • Select "Payments and subscriptions."
3. Select "Subscriptions."
   • You'll see a list of all active subscriptions linked to your Google account.
4. Find ClearScore Protect Plus and tap it.
   • The subscription details page opens, showing your renewal date and billing history.
5. Tap "Cancel subscription."
   • Google will ask you to confirm the cancellation and may offer a retention discount.
   • Your access ends at the end of your current billing period.
6. Confirm and save your cancellation confirmation.
   • You'll receive an email from Google confirming the cancellation.
   • Your ClearScore app will revert to the free tier after your current period expires.

ClearScore protect plus pricing and what you're paying for

Understanding the cost of Protect Plus helps you decide whether cancellation is the right choice for your situation.

Monthly subscriptions typically cost between NZD $9.99 and $14.99 per month, depending on any promotional offers or regional pricing. Annual plans offer better value at NZD $79.99 to $119.99 per year, but lock you in for 12 months. If you've subscribed through Apple or Google, the price may differ slightly due to their processing fees. Yafee recommends reviewing your bank or credit card statements to confirm the exact amount you're being charged, as promotional pricing sometimes expires after the first month.

What happens after you cancel

Cancellation is not always immediate, and understanding the timeline protects you from unexpected charges.

Your subscription during the notice period

When you cancel, your access to Protect Plus does not end immediately. Instead, you retain full access until the end of your current billing period. For example, if you cancel on 15 March and your billing cycle renews on 30 March, you have access until 30 March. ClearScore will not charge you on the renewal date. The free tier of ClearScore (credit score and report) remains available indefinitely at no cost.

Confirming the cancellation worked

After cancelling, Yafee recommends logging back into your account within 24 hours to verify that the cancellation has been processed. Check the Protect section; it should show "Inactive," "Cancelled," or "Not subscribed." If it still shows active, contact ClearScore support immediately. Keep all cancellation confirmation emails or screenshots for your records. These documents prove you cancelled if a dispute arises later.

If charges continue after cancellation

If ClearScore continues to charge you after your confirmed cancellation date, contact your bank or credit card company immediately to dispute the charge. You have the right to request a chargeback under New Zealand banking rules. Provide your bank with your cancellation confirmation email and screenshots showing the cancellation was processed. If you subscribed through Apple or Google, dispute the charge through their respective billing support channels first, as they process the payment on ClearScore's behalf.

Refunds and what you can reasonably expect

Refund entitlements depend on when you cancel and whether you can demonstrate a service failure.

Refunds for unused time

ClearScore is not legally required to refund unused time on Protect Plus, even if you cancel partway through your billing period. If you cancel on 10 March and your renewal date is 30 March, you typically forfeit the 20 days of unused subscription. This is because you've already received access to the service during that period, even if you didn't use it. However, it's always worth contacting ClearScore within 7 days of purchase to request a goodwill refund, especially if you cancel almost immediately after subscribing.

Refunds for service failures

If ClearScore fails to deliver the service as promised-for example, if dark web monitoring doesn't work, alerts are not sent, or the service is unavailable for extended periods-you may be entitled to a refund or credit. The Consumer Guarantees Act 1993 requires that services be of acceptable quality and fit for purpose. Document the failure carefully: take screenshots, note the dates and times the service failed, and send a written complaint to ClearScore outlining the issue. Yafee recommends sending this complaint via email so you have proof of delivery. If ClearScore refuses to acknowledge the failure or offer a remedy, you can escalate to the Commerce Commission.

When to dispute a charge with your bank

If you've requested a refund from ClearScore and they've refused within 14 days, or if you've cancelled and they continue to charge you, contact your bank or credit card company to dispute the charge. You can raise a chargeback claim if ClearScore is billing you without authorisation. Your bank will investigate and may reverse the charge. Provide all evidence: cancellation confirmations, emails, screenshots, and proof of the unauthorised charges. This process typically takes 10-20 working days.

Common mistakes to avoid when cancelling

Cancellation is straightforward when you know the pitfalls, and recognising these traps now saves you from frustration and unexpected charges later.

Cancelling through the wrong platform

The most common mistake is cancelling through ClearScore's website when you actually subscribed through Apple App Store or Google Play. If you subscribed through Apple, you must cancel through Apple; ClearScore has no control over Apple's billing. Logging into ClearScore and clicking "Cancel" when you subscribed via Apple will not work. Your Apple subscription remains active, and you'll continue to be charged. Check your original receipt or subscription confirmation email to identify which platform processed your payment.

Confusing cancellation with downgrade

Cancelling Protect Plus and downgrading to the free tier are the same action. There is no separate "free" subscription; once you cancel Protect Plus, you automatically receive the free version of ClearScore. Do not look for a button labelled "Downgrade to free." Simply cancel Protect Plus, and the free credit score and report remain available.

Assuming immediate cancellation

Your Protect Plus access does not end the moment you click "Cancel." You retain full access until the end of your current billing period. If you cancel on 5 March and your renewal date is 20 March, you have Protect Plus until 20 March. ClearScore will not charge you on 20 March. However, if you need access to stop immediately, contact ClearScore support and explain your situation; they may make an exception and process an immediate refund.

Not saving cancellation confirmation

Always save your cancellation confirmation email or screenshot. If ClearScore later claims you never cancelled, you'll have proof. Similarly, if your bank disputes a charge on your behalf, they'll ask for evidence that you cancelled. A screenshot of the cancellation screen or email from ClearScore is sufficient.

Forgetting to verify the cancellation

Log back into your ClearScore account after 24 hours and verify the Protect section shows "Inactive" or "Not subscribed." If it still shows active, contact support immediately. Don't assume the cancellation worked just because you clicked the button. Technical glitches occasionally prevent cancellations from processing, and early verification catches these issues before your next billing cycle.

What to do if ClearScore refuses to cancel

If ClearScore fails to process your cancellation request or disputes that you cancelled, escalate the matter systematically.

Step one: contact ClearScore support

Email ClearScore support with a clear message stating that you want to cancel your Protect Plus subscription. Include your account details, subscription start date, and any relevant screenshots or confirmation numbers. Keep the email concise and professional. ClearScore support typically responds within 2-3 working days. If they claim you're not currently subscribed, ask them to confirm the current status of your account in writing. Yafee recommends always communicating in writing rather than via phone or live chat, so you have a record of the exchange.

Step two: dispute the charge with your payment provider

If ClearScore support does not respond within 5 working days or refuses to cancel, contact your bank or credit card company and request a chargeback. You can cite "billing error" or "unauthorised charge" if ClearScore continues to bill you after you've requested cancellation. Your bank will investigate and may reverse the charges. This typically takes 10-20 working days, and your bank will notify ClearScore that a dispute has been raised. ClearScore will then be obliged to provide evidence that the charges were authorised.

Step three: escalate to the commerce commission

If your bank declines the chargeback or ClearScore disputes it, you can file a complaint with the Commerce Commission, New Zealand's consumer protection authority. The Commerce Commission investigates breaches of the Consumer Guarantees Act 1993 and Fair Trading Act 1986. You can file a complaint online at www.comcom.govt.nz. Yafee recommends including copies of all correspondence with ClearScore, your bank statements showing the unauthorised charges, and any evidence that you requested cancellation. The Commerce Commission is free and may pursue enforcement action against ClearScore if a pattern of non-compliance is found.

ClearScore contact details and registered address

If you need to contact ClearScore directly to cancel or dispute your subscription, use the following address.

ClearScore New Zealand Limited is registered at its head office address in Auckland. However, ClearScore prefers online cancellation via your My Account section. If you must send written cancellation correspondence, address it to ClearScore New Zealand Limited and reference your account email and subscription details. Include a clear statement that you wish to cancel your Protect Plus subscription and request written confirmation of the cancellation date. Allow 5-7 working days for a response. Alternatively, contact ClearScore support through the app or website for faster assistance. Yafee recommends using the online platform whenever possible, as it provides immediate confirmation and a clear audit trail.

Your next steps to cancel with confidence

Cancelling ClearScore Protect Plus is straightforward once you understand which platform processed your payment and follow the correct procedure. Whether you subscribed directly through ClearScore, Apple, or Google Play, the cancellation process takes fewer than five minutes. Review your account after 24 hours to confirm the cancellation has been processed. If ClearScore refuses to cancel or continues charging you, you have the legal right to dispute the charge with your bank under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Yafee has helped thousands of New Zealand consumers cancel subscriptions quickly and without confusion, and we're here to ensure you understand your rights and options. Take action today: log in to your ClearScore account, navigate to the Protect section, and confirm your cancellation is complete.