How to cancel your Topstep account in new zealand: your complete guide

Why traders cancel Topstep and what you need to know

Topstep is a futures trading evaluation platform that simulates real market conditions before you access funded trading capital. You evaluate your trading skills through the Trading Combine, receive coaching, and access live market data on their web dashboard.

If you've decided to cancel your Topstep subscription, you're not alone. Traders step back for many reasons: the evaluation may not suit your strategy, you've found another platform that fits better, or you need to pause your trading activity temporarily. Whatever your reason, understanding your cancellation options and consumer rights under New Zealand law protects you and ensures clean account termination.

Yafee has helped thousands of New Zealand consumers cancel financial services subscriptions by grounding their decisions in legal rights and clear procedures. This guide walks you through exactly how to cancel, what happens to your data, and how to claim a refund if you qualify.

What Topstep provides and what you lose when you cancel

Topstep's core offering includes the Trading Combine evaluation, real-time market data feeds, risk management rules, trade execution tools, and educational coaching through TopstepTV. Your account dashboard logs your evaluation progress, trading history, and billing records.

When you cancel, you immediately lose access to live market data and the ability to trade through their platform. Your evaluation records, account history, and previous trades typically remain stored in Topstep's system unless you request full account deletion. Understanding what persists matters if you plan to rejoin later or need records for tax purposes.

The difference between pausing and cancelling

Topstep offers two different actions: you can pause your subscription (keeping your account active but stopping billing) or cancel outright (ending your subscription permanently). Pausing suspends your subscription until you reactivate it; cancelling terminates your relationship with Topstep entirely. This guide focuses on full cancellation, but Yafee recommends considering a pause if you might return within six months.

Your consumer rights under new zealand law

Before you cancel, understand the legal framework protecting you as a New Zealand consumer.

Consumer guarantees act 1993 protections

The Consumer Guarantees Act 1993 is your legal safety net when you purchase services. It guarantees that Topstep must supply their service with due care and skill, ensure the service is fit for the purpose you intended, and provide it within a reasonable time.

If Topstep breaches any of these guarantees-for example, if their platform crashes repeatedly, if promised coaching is not delivered, or if they misrepresent the Trading Combine evaluation-you have grounds to request a refund or remedy outside their standard cancellation window. This right exists regardless of whether Topstep's own terms allow refunds.

Consequently, if you've experienced a genuine service failure, document it thoroughly. Screenshots, email records, and dates of downtime or missed coaching sessions all strengthen your case if you escalate to the Commerce Commission.

Your legal position on refunds

New Zealand law does not require online service providers to offer refunds for change of mind alone. However, Topstep's own 14-Day Satisfaction Guarantee creates a contractual refund right beyond the law. This means you can request a refund within 14 days of signing up if you've changed your mind, provided you haven't traded beyond certain thresholds.

If Topstep refuses a justified refund claim, or if you believe they've breached the Consumer Guarantees Act, you can lodge a formal complaint with the Commerce Commission (New Zealand's principal consumer regulator) at www.comcom.govt.nz. In the trading context, you may also contact the Financial Markets Authority (FMA) if your dispute involves regulated investment products.

Yafee advises keeping copies of all subscription confirmations, billing statements, and any communication with Topstep support. These records are essential evidence if you pursue a formal dispute.

Methods to cancel your Topstep subscription

Topstep offers three cancellation routes, each with different outcomes and processing times.

Cancellation via the legacy web dashboard

If you access Topstep through their original web interface, you can cancel directly from your Billing section without contacting support.

1. Log into your Topstep account at the legacy dashboard
   • Navigate to your account homepage.
   • Confirm you can see the main navigation menu.
2. Access your profile settings
   • Click "My Profile" in the main navigation.
   • A dropdown menu will appear showing your account options.
3. Open the Billing section
   • Click "Billing" from the dropdown menu under My Profile.
   • You will see a summary of all active subscriptions with their renewal dates.
4. Locate your Trading Combine subscription
   • Scan the subscription list for the "Trading Combine" entry.
   • Confirm the billing date and subscription tier (monthly or annual).
5. Click the subscription menu icon
   • Hover your mouse over your Trading Combine subscription row.
   • Three vertical dots (a menu icon) will appear on the right side of the row.
   • Click the three vertical dots to open the cancellation options.
6. Choose your cancellation type
   • "Cancel Subscription" ends billing at the end of your current billing cycle. You retain access to your account and platform data until the cycle expires.
   • "Cancel Subscription Immediately" terminates access and billing at once. Choose this if you want to stop all charges now and do not need remaining access time.
7. Confirm your cancellation
   • A confirmation dialogue will ask you to verify your choice.
   • Click the "Confirm" button to finalize the cancellation.
   • A confirmation message will appear on screen; take a screenshot for your records.

The web dashboard method is the fastest route. Your cancellation takes effect immediately (or at the end of your billing cycle, depending on which option you chose), and you receive instant confirmation. No email follow-up is required.

Cancellation via email to Topstep support

If the web dashboard method does not work or you prefer written confirmation, you can request cancellation by email. This method creates a paper trail, which Yafee recommends if you plan to dispute any refund claim later.

1. Compose a cancellation email
   • Use your email account associated with your Topstep account.
   • Address the email to Topstep's main support address: [email protected]
   • Subject line: "Request to cancel my Topstep subscription"
2. Include the required information in the body
   • Your full name (as registered on your account).
   • Your account email address.
   • Your account ID (found on your billing page).
   • Subscription type (e.g., "Monthly Trading Combine" or "Annual Trading Combine").
   • The date you wish the cancellation to take effect (end of current cycle or immediately).
   • A clear statement: "I request to cancel my subscription effective [date]."
3. Send the email
   • Click "Send" and wait for a confirmation reply.
   • Topstep typically responds within 24-48 hours on business days.
4. Keep the confirmation email
   • Save the support team's reply confirming your cancellation in a dedicated folder.
   • Note the date and time of confirmation for your records.
5. Verify cancellation on your billing page
   • Log back into your account after 48 hours.
   • Check your Billing section to confirm the subscription no longer appears active.
   • If it still shows active, reply to the support email asking for verification.

Email cancellation typically processes within 2-3 business days. Yafee recommends this method if you want documented proof of your request, especially if you intend to claim a refund under the 14-Day Satisfaction Guarantee.

Cancellation by postal mail

If you require formal written notice or prefer to avoid digital communication, you can cancel by postal letter. Topstep does not maintain a New Zealand office, so correspondence must be directed to their U.S. headquarters.

1. Prepare a formal cancellation letter
   • Use a blank sheet of paper or your letterhead.
   • Include today's date at the top.
   • Begin with "To Topstep Trading:"
   • State your full name, account email, and account ID in the opening paragraph.
   • Write clearly: "I hereby request cancellation of my Topstep subscription effective [date]. Please cease all billing and access effective immediately (or end of current billing cycle, as appropriate)."
   • Sign the letter in ink and keep a photocopy for your records.
2. Address the envelope to Topstep's corporate address
   • Topstep Trading
   • 1720 South Amphlett Blvd, Suite 100
   • San Mateo, CA 94402, USA
3. Send via registered or tracked courier
   • Use NZ Post's International Tracked Mail or an international courier (e.g., FedEx, DHL).
   • Request a delivery confirmation or signature proof.
   • Retain the tracking number and proof of delivery.
4. Follow up after 10 business days
   • If you have not received confirmation, send a follow-up email to [email protected] referencing your mailed letter and providing its date and tracking number.

Postal cancellation is the slowest method (typically 2-4 weeks for processing, depending on mail transit time) but provides the strongest legal evidence of your cancellation request. Yafee suggests using this method only if you require formal documentation for dispute resolution.

What happens to your data after you cancel

Understanding what Topstep retains after cancellation matters for your financial records and future reference.

Account data retention and access

When you cancel, your account data does not disappear immediately. Topstep retains evaluation records, trade histories, and account details in their system for compliance and audit purposes. You can typically access this data by logging back into your account for a limited period (often 30-90 days) after cancellation, even though you no longer have an active subscription.

If you need your trading records for tax purposes or to transfer to another platform, download or screenshot your trade history before cancellation. After the retention period expires, recovering this data becomes difficult.

Requesting full account deletion

If you want Topstep to delete all your personal data (not just deactivate your account), you can request full deletion under New Zealand's Privacy Act 2020. Send a written request to [email protected] stating: "I request complete deletion of my personal data in accordance with the Privacy Act 2020. Please confirm deletion of all records associated with [your email and account ID]."

Topstep must respond within 20 business days under Privacy Act obligations. Nevertheless, they may retain anonymized records for compliance purposes, and tax authorities may require some data retention. Yafee advises confirming what data they retain after deletion, as financial institutions often have legal obligations to keep transaction records.

Refund timeline and eligibility

Your eligibility for a refund depends on when you subscribed and whether you've used the platform beyond fair-trial limits.

To claim a refund, reply to your cancellation confirmation email (if cancelling by email) or contact [email protected] with the subject line "Refund request for my Topstep subscription." Include your account ID, the date you subscribed, the date you cancelled, and a brief reason (e.g., "Changed my mind within 14 days" or "Service failed to deliver as advertised"). Yafee recommends sending this request within 14 days of cancellation to maximize your chances of approval.

Pricing tiers and what you're cancelling from

Understanding what subscription tier you're cancelling helps you calculate your potential refund and plan your cancellation timing.

If you're on an annual plan, your cancellation refund depends on how many months remain. For example, if you cancel at month 4 of a 12-month annual subscription, you may be entitled to an 8-month credit. Yafee advises reviewing your billing page before cancelling to confirm your current tier and renewal date.

Common mistakes to avoid when cancelling

Cancelling is straightforward, but a few missteps can delay your refund or leave billing active. Here's how to sidestep them.

Mistake 1: cancelling via the wrong method and losing proof

If you cancel through the web dashboard without saving a screenshot of the confirmation, you have no proof if Topstep claims they never received your request. Yafee recommends taking a screenshot of the final confirmation message, which includes a timestamp and confirmation number. Store it with your subscription records.

Mistake 2: assuming payment stops automatically

Cancelling your subscription does not automatically cancel your payment method. If you used a credit card, debit card, or bank account to pay Topstep, confirm that no further charges occur after cancellation. Check your bank statement 2-3 days after your cancellation is effective. If Topstep continues to charge you after you cancelled, dispute the charge immediately with your bank (this is called a chargeback claim) and forward the evidence to Topstep support.

Mistake 3: not requesting your refund within 14 days

Topstep's 14-Day Satisfaction Guarantee window closes on day 14. If you cancel on day 15 and then request a refund on day 20, Topstep will almost certainly refuse. Yafee advises deciding whether to pursue a refund immediately after cancellation and submitting your claim within the same business day if possible.

Mistake 4: failing to document service failures

If you cancel because Topstep failed to deliver (platform crashes, missing coaching sessions, inaccurate data), you have grounds for a refund under the Consumer Guarantees Act-but only if you prove the failure. Document everything: take screenshots of error messages, record the dates and times of downtime, save emails from support acknowledging the issue. This evidence transforms a refused refund into a valid complaint to the Commerce Commission.

Mistake 5: cancelling immediately if you want a refund

If you choose "Cancel Subscription Immediately" from the dashboard menu, you waive your remaining billing cycle. If you've only used 5 days of a 30-day cycle, you forfeit the remaining 25 days' worth of access-and Topstep is unlikely to refund that unused time. Instead, choose "Cancel Subscription" to end at the cycle's end if you've missed the 14-day window.

After cancellation: what to verify and monitor

Cancellation is not complete until you've confirmed it worked and no further charges appear on your account.

Verification steps in the first 48 hours

Log back into your Topstep account 24 hours after cancellation and check that your subscription no longer appears in the Billing section. If it still shows as active, send an email to [email protected] with the subject "Cancellation confirmation needed" and your cancellation reference number (if you have one).

Check your email inbox for a cancellation confirmation from Topstep. If you cancelled by email or postal mail and have not received confirmation within 48 hours, follow up with Topstep support. Yafee recommends keeping a timeline of all communications, including dates and times.

Monitoring your bank or card statement

For 90 days after cancellation, monitor your bank statement or credit card statement for any charges from Topstep. If a charge appears after you cancelled, it is unauthorized billing. Contact your bank immediately and file a dispute or chargeback claim. Forward this evidence to Topstep and request an immediate refund. If Topstep does not respond within 10 business days, escalate to the Commerce Commission.

Backup of your account data

If you need your trade history or evaluation records after cancellation, download or screenshot them while you still have access (usually within 30-90 days of cancellation). After this window closes, Topstep may deny your request to retrieve old records. Store these documents in a secure folder for tax or personal reference.

When to escalate: your rights under consumer law

If Topstep refuses to cancel, denies a justified refund, or continues to charge after you cancelled, you have formal escalation routes.

Complaints to the commerce commission

The Commerce Commission enforces the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. If Topstep has breached either law, you can lodge a formal complaint at www.comcom.govt.nz. Include all evidence: cancellation confirmation, screenshots, emails, and proof of charges after cancellation. The Commission investigates free of charge and can order Topstep to refund you or comply with their obligations.

Disputes with your financial institution

If Topstep continues to charge your credit card or bank account after you cancelled, your bank or card issuer can reverse those charges. This is called a chargeback or dispute claim. You must initiate it within 120 days of the unauthorized charge. Your bank will investigate and typically rule in your favor if you provide proof of cancellation. Yafee recommends using this avenue if Topstep refuses to respond to cancellation requests or refund demands within 10 business days.

Privacy complaints under the privacy act 2020

If Topstep refuses your request to delete your personal data (name, email, payment information), you can file a privacy complaint with the Privacy Commissioner at www.privacy.org.nz. The Privacy Commissioner can compel Topstep to delete your data if they have no legal reason to retain it.

Checklist: ensuring your cancellation is complete

Use this checklist to confirm every stage of your cancellation is done.

Reasons you might want to cancel versus pause

Before you commit to full cancellation, weigh whether pausing might better suit your situation.

Contact and mailing address for formal correspondence

If you need to send formal written notice or pursue escalation, use these contact details.

Email support: [email protected]

Postal address (U.S. headquarters):
Topstep Trading
1720 South Amphlett Blvd, Suite 100
San Mateo, CA 94402
USA

New Zealand regulatory escalation:
Commerce Commission (Consumer Guarantees Act breaches, unfair terms)
www.comcom.govt.nz
[email protected]

New Zealand Privacy Commissioner (data deletion requests):
www.privacy.org.nz
Phone: 0800 803 202

Yafee has guided countless New Zealand traders through subscription cancellations by ensuring they understand both their legal rights and their practical options. Whether you cancel immediately or claim a refund, the steps above protect your interests and create a documented record that stands up to dispute.

Visit Yafee at yafee.com for personalised guidance on your cancellation, or use this guide as your roadmap to cancel with confidence and recover any refund you are entitled to under New Zealand law. Yafee is here to make sure your cancellation is final, refund-ready, and legally sound.