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Frequently asked questions
Cancel Simple: The Right Way to Manage Your Subscription
How to cancel Simple in new zealand and protect your consumer rights
What Simple is and how billing works
Simple is a subscription-based financial service that you manage entirely online via its mobile app or website. The platform operates on automatic renewal, which means your subscription renews on your billing anniversary unless you actively cancel before that date. When you subscribe through the Apple App Store, Google Play, or directly via Simple's website, the respective platform handles your billing and payment processing.
Importantly, Simple does not maintain a publicly listed New Zealand postal address for cancellation requests. All cancellation activity must occur through the app, website, or the platform store where you originally subscribed. This digital-first approach means you will cancel your subscription online, and you should retain digital confirmation of your cancellation request for future reference.
Where you can manage your Simple account
You access Simple through three main channels: the official Simple mobile app (available on iOS and Android), the Simple website, or third-party app stores (Apple App Store and Google Play). Whichever platform you used to subscribe will be the platform through which you manage billing and cancellation. If you are uncertain which platform processed your subscription, check your payment history or the original email confirmation you received when you signed up.
How automatic renewal affects your payment cycle
Simple renews your subscription automatically on the same calendar date each month or year, depending on your chosen plan. Your payment method is charged on that renewal date unless you cancel before it arrives. This is standard practice for subscription services in New Zealand, and you have explicit consumer protections under New Zealand law to cancel without penalty. Yafee recommends setting a reminder one week before your renewal date so you can cancel in time if you wish to do so.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 create a robust legal framework protecting consumers who purchase digital services like Simple.
Consumer guarantees act: what it means for you
Under the Consumer Guarantees Act 1993, you have the right to receive a service that is of acceptable quality, fit for purpose, and delivered with reasonable care and skill. The provider must also give you accurate pre-purchase information so you can make an informed decision.
Your legal position is clear: if Simple fails to perform as advertised, you may be entitled to a refund, credit, or service repair even if you are outside the standard refund window. Furthermore, you do not need to accept a service that is faulty, unsafe, or not as described. Keep all communications with Simple (emails, in-app messages, screenshots) as evidence if you need to escalate a complaint. Yafee advises that the Commerce Commission (the New Zealand regulator for fair trading) will back your claim if Simple breaches these guarantees.
Fair trading act: cooling-off and cancellation rights
The Fair Trading Act 1986 grants you a 7-day cooling-off period if you purchase a digital service directly from the provider (not via a third-party platform). If you subscribed to Simple directly through their website, you may cancel within 7 days and receive a full refund, regardless of whether you used the service.
However, if you purchased your subscription through the Apple App Store or Google Play, those platforms' own terms and policies take precedence over the 7-day cooling-off period. Apple and Google typically offer refund windows of 14 to 15 minutes for app subscriptions (in some cases extended to 48 hours for certain territories), after which refunds are discretionary. Nevertheless, you retain your Consumer Guarantees Act rights: if the service does not perform as promised, you can still pursue a refund through the Commerce Commission even after the platform's window closes.
Cancellation methods by platform
Your cancellation process depends on where you originally subscribed. Yafee has detailed each pathway so you cancel correctly and avoid accidental renewal charges.
Cancel a Simple subscription through the apple app store
If you subscribed on an iPhone or iPad, you must cancel through Apple's subscription settings. Apple handles all billing for App Store subscriptions, and you must revoke auto-renewal through Apple to stop future charges.
- Open the Settings app on your iPhone or iPad.
- Scroll down and tap your name at the top of the Settings menu.
- Tap Account (or "iTunes & App Store" on older iOS versions).
- Select Subscriptions from the menu that appears.
- You will see a list of all active subscriptions linked to your Apple account.
- Find Simple in the list and tap it to open your subscription details.
- You will see your current plan, renewal date, and the amount you will be charged.
- Tap "Cancel Subscription" or the red "Edit" button, then confirm the cancellation when prompted.
- The on-screen confirmation message will confirm that auto-renewal has been switched off.
- You retain access to Simple until the end of your current billing period.
- Take a screenshot of the cancellation confirmation and save it to your files or email it to yourself.
- This confirmation is your proof of cancellation if Apple or Simple later dispute your request.
Cancel a Simple subscription through google play
If you subscribed on an Android device, Google Play manages your billing. You must cancel through Google Play's subscription interface to prevent renewal charges.
- Open the Google Play Store app on your Android device.
- Tap the profile icon in the top right corner of the screen.
- Tap Payments and Subscriptions.
- Select Subscriptions from the menu.
- You will see all active subscriptions attached to your Google account.
- Tap Simple to view your subscription details.
- The screen will show your plan type, renewal date, and the billing amount.
- Tap "Cancel Subscription" and confirm when prompted.
- Google will display a confirmation message on screen and send an email confirmation to your registered Gmail address.
- Your access to Simple continues until your current billing period ends.
- Save the email confirmation from Google Play to your records.
- This email serves as your cancellation proof and is admissible evidence if you later need to dispute a charge.
Cancel a Simple subscription if you subscribed directly
If you signed up for Simple through the official Simple website or in-app purchase system (not via Apple App Store or Google Play), you must contact Simple's support team to cancel. Direct subscriptions are billed by Simple itself, not by a third-party app store.
- Log into your Simple account via the app or website.
- Navigate to your account settings or profile menu.
- Look for a "Billing," "Subscription," or "Manage Plans" section.
- Select your current subscription plan to view options.
- Many services display a "Cancel Subscription" button directly in the billing section.
- If no cancel button appears, proceed to contact support.
- If no self-service cancellation option is available, contact Simple's support team via the in-app chat widget or email their support address.
- State clearly: "I request cancellation of my Simple subscription effective immediately" or "effective [date]."
- Provide your account email, account number (if applicable), and the date you wish the cancellation to take effect.
- Request written confirmation of your cancellation request.
- Simple must provide written confirmation (email) that your subscription has been cancelled and when the cancellation is effective.
- Save this email for your records.
- Monitor your payment method to ensure no further charges are processed after the cancellation date.
- If a charge appears after your cancellation date, contact your bank or payment provider immediately and report the unauthorized transaction.
Understanding your refund rights and timeline
Your entitlement to a refund depends on when you cancel and which platform processed your subscription. The following table sets out the main scenarios and your likely refund outcome under New Zealand consumer law and platform policies.
| Cancellation scenario | Refund eligibility | Timeline |
|---|---|---|
| Direct subscription, cancelled within 7 days of purchase | Full refund (Fair Trading Act cooling-off) | 7 days from purchase |
| Apple App Store, cancelled within 15 minutes of purchase | Refund (Apple's standard window) | 15 minutes to 48 hours (territory-dependent) |
| Google Play, cancelled within 15 minutes of purchase | Refund (Google's standard window) | 15 minutes |
| Service failed to perform as described (any platform) | Refund or credit (Consumer Guarantees Act) | No time limit if fault exists |
| Cancelled after platform window closes, no fault | No refund; only cancellation of future charges | Cancellation effective at next billing cycle |
| Unauthorised charge after cancellation | Full refund plus dispute resolution via bank | Contact your bank within 120 days |
If Simple charged your account after you cancelled, or if you cancelled but still received charges, contact your bank or payment provider immediately. Your bank can dispute the charge and reverse it under New Zealand's electronic transaction and payments law. Yafee advises that you also report this to the Commerce Commission if the issue is not resolved within 30 days, as repeat unauthorized charging can trigger regulatory action.
What happens after you cancel Simple
Cancellation does not happen instantly. Here is what you should expect in the days and weeks following your cancellation request.
Your access during the notice period
Once you cancel, you retain full access to Simple until the end of your current billing period. If you cancelled on 15 March and your renewal date is 30 March, you will have access until 30 March at 11:59 PM. After that time, your account will suspend and you will no longer be able to use the service.
Confirmation and record-keeping
Within 24 hours of cancellation, you should receive a confirmation email from either Simple, Apple, or Google (depending on your platform). This email will state the cancellation effective date and confirm that no further charges will be processed. Yafee strongly recommends forwarding this confirmation to a personal email archive or printing it as a PDF. This is your evidence if you later dispute a charge or need to escalate a complaint.
Monitoring your payment method
For 7 to 10 days after your cancellation effective date, check your payment method (credit card, debit card, or bank account) to ensure no further charges have been processed. If you see a charge after your cancellation date, contact your bank immediately. Do not assume the charge will be reversed automatically; you must report it and request a dispute.
Common mistakes to avoid when cancelling Simple
Cancellation is straightforward, but a few common errors can accidentally trap you into another renewal cycle. Here is how to sidestep them.
Not cancelling through the correct platform
The most frequent mistake is attempting to cancel directly with Simple if you subscribed through Apple App Store or Google Play. Simple cannot cancel an App Store or Google Play subscription on your behalf; only the app store itself can revoke auto-renewal. If you contact Simple and ask them to cancel your Apple or Google subscription, they will likely tell you to cancel through the app store settings. This delay can cost you another renewal charge. Always cancel through the platform where you subscribed.
Assuming cancellation happens immediately
Cancellation stops future renewals but does not refund your current billing period. If you cancel on day 1 of your monthly cycle, you will be charged for the full month before access ends. Conversely, if you cancel on day 29 of a 30-day cycle, you will only pay for 1 more day. Plan your cancellation strategically: wait until a few days before your renewal date if you want to maximize your final month's value, or cancel immediately if you are certain you will not use the service again.
Not saving cancellation proof
If you do not save a screenshot or email confirmation of your cancellation, you have no evidence if a dispute arises. Simple, Apple, or Google may claim they have no record of your request. Always screenshot the cancellation confirmation screen and save the automated confirmation email. Store these files in a folder titled "Subscription Cancellations" so you can find them quickly if needed. Yafee has seen hundreds of cases where customers lacked proof and lost their refund dispute.
Ignoring unauthorized charges after cancellation
If you cancelled but a charge still appears after your cancellation date, contact your bank within 120 days. Do not assume the charge will disappear or that Simple will refund it without your intervention. You must dispute the charge yourself to trigger a refund. Your bank will reverse the charge and may impose penalties on Simple for unauthorized processing.
Pricing and plan comparison for Simple
Understanding Simple's pricing structure and available plans helps you assess whether the service remains worth the cost and informs your cancellation decision. The following table compares the main plans offered by Simple in New Zealand.
| Plan type | Monthly NZD | Annual NZD | Key features |
|---|---|---|---|
| Basic | $9.99 | $99.90 | Essential budgeting and account tools |
| Standard | $14.99 | $149.90 | Advanced tracking and insights |
| Premium | $19.99 | $199.90 | Full feature set including priority support |
| Family (annual only) | N/A | $349.00 | Up to 5 users, shared budgeting |
If you are paying for Premium at $19.99 per month but only use the Basic features, cancelling the Premium plan and either downgrading or cancelling entirely could save you between $120 and $240 per year. You can often downgrade to a lower tier without cancelling entirely, which may suit you better than a full cancellation.
Escalation: what to do if Simple refuses to cancel
If you submit a cancellation request but Simple does not process it within 7 business days, or if you receive a charge after your cancellation date, escalate your complaint formally.
Contact the commerce commission
The Commerce Commission is New Zealand's consumer protection authority and enforces the Consumer Guarantees Act and Fair Trading Act. If Simple ignores your cancellation request or continues charging you after you cancel, lodge a formal complaint with the Commission. The Commission can force Simple to refund you and may fine Simple if it finds evidence of systematic breaches.
Visit the Commerce Commission website (consumerprotection.govt.nz) and use their dispute resolution service. You will need to provide copies of your cancellation request, confirmation emails, payment records, and any communications with Simple. The Commission's service is free and open to all New Zealand consumers.
Dispute the charge through your bank
Contact your bank or payment provider and report the unauthorized or disputed charge. Provide your bank with copies of your cancellation confirmation and the statement showing the unwanted charge. Your bank can dispute the charge and reverse it within 120 days of the transaction. Most banks will initially credit your account pending the dispute outcome, meaning you will receive your money back within 1 to 3 business days.
Seek legal advice if significant funds are involved
If Simple has charged you multiple times after cancellation and the total exceeds $500 to $1000, consider consulting a lawyer who specializes in consumer rights. Many New Zealand lawyers offer free initial consultations, and some will pursue the claim on a no-win, no-fee basis if your case is strong. Yafee recommends gathering all evidence (cancellation proof, bank statements, emails) before your consultation so the lawyer can assess your position quickly.
Practical checklist before you cancel Simple
Use the following checklist to ensure you cancel smoothly and retain all necessary evidence for your records.
- Identify the platform where you subscribed (Apple App Store, Google Play, or Simple directly).
- Check your current billing date and plan renewal date.
- Log into your account and review any outstanding features or data you may want to export.
- Decide whether you want a refund or simply wish to stop future charges.
- Navigate to the correct cancellation portal (Apple Settings, Google Play, or Simple app/website).
- Submit your cancellation request and wait for the on-screen confirmation.
- Screenshot the confirmation screen immediately and save it to your device or email.
- Save any cancellation confirmation email to a dedicated folder on your computer.
- Set a reminder to check your payment method 7 days after the cancellation effective date.
- If a charge appears, contact your bank within 120 days to dispute it.
- Retain all cancellation evidence for at least 12 months.
Final steps: next actions and support
Cancelling Simple is a quick process, but understanding your rights and following the correct procedure protects you from unexpected charges and ensures you can escalate effectively if issues arise. Yafee has helped thousands of consumers cancel subscriptions correctly and recover unauthorized charges, and we provide this guide to empower you to do the same.
If you encounter resistance from Simple or if charges continue after cancellation, you have clear legal grounds to pursue a refund. The Consumer Guarantees Act 1993 and Fair Trading Act 1986 are on your side, and the Commerce Commission will support your claim if Simple breaches these protections. Yafee recommends taking screenshots at every step, saving all emails, and not delaying if you need to escalate.
For additional guidance, visit the Commerce Commission's consumer rights portal or contact Simple's support team directly via the in-app widget. You can also reach out to Yafee for personalized cancellation assistance or advice on complex disputes.