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Frequently asked questions
Cancel Big Fish Game Club: The Right Way
How to cancel Big Fish Game Club in new zealand and protect your rights
Why members cancel Big Fish Game Club
Big Fish Game Club is a monthly subscription service that delivers in-game credits, discounts on casual game purchases, and ongoing access to titles you've already bought through Big Fish Games' platform. The membership appeals to casual players who want consistent rewards and a curated library of their favourite games.
Nevertheless, many New Zealand subscribers cancel because they've stopped playing regularly, discovered free or lower-cost alternatives, or simply want to eliminate recurring charges from their budget. Understanding your cancellation rights and the correct procedure ensures you avoid unexpected billing and maintain control of your account.
Common reasons you might cancel
You may decide to cancel if you no longer play games regularly, if you've moved to a different gaming platform, or if you've discovered cheaper subscription services. Others cancel because they didn't notice the auto-renewal cycle, or because they prefer to pause spending rather than commit indefinitely. Whatever your reason, your legal right to cancel remains the same.
Why timing matters before your next billing cycle
Big Fish Game Club renews automatically on your billing date unless you cancel beforehand. If a charge processes before you request cancellation, you'll need to pursue a separate refund through Big Fish or lodge a dispute with your payment provider. Cancelling at least 24 hours before your next billing date stops the charge from happening in the first place, avoiding unnecessary delays and frustration.
Your consumer rights under new zealand law
Your right to cancel Big Fish Game Club is protected by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). These laws require suppliers to act in good faith, disclose subscription terms clearly, and honour your cancellation request without imposing unreasonable barriers.
What the consumer guarantees act says about subscriptions
Under the CGA, Big Fish Games must ensure that your subscription service is rendered with reasonable care and skill, and that it matches any description or representation you were given when you signed up. If the service fails to deliver what was promised, or if the company makes it deliberately difficult to cancel, you have grounds to lodge a complaint with the Commerce Commission, New Zealand's consumer protection authority.
Importantly, the CGA does not prevent companies from charging you for service you've already received. If you cancel after your billing date, Big Fish is entitled to keep payment for that billing cycle. However, they must process your cancellation request immediately and stop any future charges within one business day of receiving your request.
What the fair trading act requires
The FTA prohibits misleading or deceptive conduct in relation to subscription services. This means Big Fish Games cannot hide cancellation options, overstate the difficulty of cancelling, or fail to honour your cancellation request once submitted. If you experience conduct that you believe violates the FTA, you can escalate your complaint to the Commerce Commission.
How to cancel Big Fish Game Club step by step
Your cancellation method depends on where you originally purchased your subscription: directly from Big Fish Games' website, through the Apple App Store, or through Google Play Store. Yafee recommends identifying your original purchase method before you begin, as each path has distinct steps.
Cancel through the Big Fish Games website
This is the direct and fastest route if you signed up on Big Fish Games' own website.
- Open your web browser and navigate to the Big Fish Games website.
- Sign in to your account using your registered email address and password.
- Locate and click "My Account" or "Account Settings" in the main menu.
- Find the "My Game Club," "Membership," or "Subscriptions" section within your account dashboard.
- Identify your active Big Fish Game Club subscription and click "Cancel," "Edit," or "Manage Subscription."
- Read the confirmation message carefully; Big Fish will remind you that you'll lose recurring credits and member discounts after your current billing cycle concludes.
- Click the final confirmation button, typically labelled "Confirm Cancellation" or "Yes, Cancel My Membership."
- Take a screenshot of your cancellation confirmation screen and save any confirmation email you receive within minutes of submitting your request.
Timing tip: Complete this cancellation at least 24 hours before your next scheduled billing date. If you cancel on the same day as your renewal, the automated system may still process your charge.
Cancel through apple app store
If you purchased your Big Fish Game Club membership via Apple App Store on an iPhone, iPad, or Mac, you must cancel directly through Apple's platform. Big Fish Games cannot cancel an App Store subscription on your behalf.
- Open the App Store app on your Apple device.
- Tap your profile icon in the top right corner of the screen.
- Select "Subscriptions" from the menu that appears.
- Find and tap "Big Fish Games" in your active subscriptions list.
- Tap "Cancel Subscription" and confirm when prompted.
- Apple will display a confirmation screen and send you a confirmation email within a few minutes.
Critical point: Do not attempt to cancel through the Big Fish website if you used Apple App Store. Apple manages the subscription independently, and Big Fish cannot access or cancel it.
Cancel through google play store
If you purchased your Big Fish Game Club membership via Google Play Store on an Android device, you must manage your cancellation directly through Google Play. Big Fish Games will not be able to process the cancellation for you.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Select "Payments and subscriptions," then "Subscriptions."
- Find and tap "Big Fish Games" in your active subscriptions.
- Tap "Cancel Subscription" and confirm your request when prompted.
- Google Play will display a cancellation confirmation and send you an email confirming the action.
Important: Cancelling through Google Play is the only valid method for Google Play subscriptions. Contacting Big Fish customer support will not cancel an app store subscription.
Understanding refunds and billing after cancellation
Refund entitlements depend on when you cancel relative to your billing date and which purchase method you used. Yafee recommends understanding these timelines so you can plan your cancellation strategically.
When you can expect a refund
If you cancel before your billing date, no charge will occur and no refund is necessary. If you cancel after a charge has processed, Big Fish Games' refund policy typically allows you to request a refund for the current billing cycle, but this is not automatically guaranteed under New Zealand law for services already rendered. However, under the Consumer Guarantees Act, if Big Fish failed to deliver the service or misrepresented the terms, you have grounds to request a full refund and escalate to the Commerce Commission if refused.
Your refund request must be submitted in writing within a reasonable time after cancellation. Yafee advises submitting your refund request within 14 days of the unwanted charge, clearly stating your reason and attaching a screenshot of your cancellation confirmation.
How to request a refund from Big Fish Games
Contact Big Fish Games' customer support via email with the following information:
- Your account email address and username.
- The date and amount of the charge you wish to dispute.
- A screenshot of your cancellation confirmation.
- A clear statement of your reason for the refund request (for example, "I cancelled before my next billing date but was charged anyway" or "The service did not match the description provided").
Retain a copy of your email and send it from the email address associated with your Big Fish Games account. Big Fish typically responds within 5 to 10 business days. If they refuse your refund claim, you can escalate the matter to the Commerce Commission.
Disputing the charge with your payment provider
If Big Fish Games does not respond or refuses your refund request within 20 business days, you can lodge a dispute with your bank or credit card provider. Contact your bank and request a "chargeback" or "dispute" on the Big Fish Games transaction. Provide your bank with a copy of your cancellation confirmation and your refund request email as evidence. Your bank will investigate and may reverse the charge on your behalf, typically within 20 to 30 days.
What happens after you cancel your membership
Cancellation is immediate in terms of stopping future charges, but you retain access to your account and previously purchased games through the end of your current billing cycle. After your billing cycle concludes, you lose access to Game Club credits and member discounts, though you keep ownership of any games you've already bought outright.
Your account and game access post-cancellation
Once you cancel, your account remains active until the end of your current billing period. You can still log in, access your game library, and play any games you purchased with personal funds or previous credits. You will not receive new monthly credits, and any unused credits from your current month will expire when your billing cycle ends. Member-exclusive discounts will no longer apply to new purchases.
Reactivating your subscription
You can reactivate your Big Fish Game Club membership at any time by visiting your account settings and selecting "Reactivate" or "Renew Membership." Reactivation begins a new billing cycle and resumes your monthly credit allocation. If you reactivate within 30 days of cancellation, Big Fish Games may apply any unused credits from your final billing period, depending on their policy.
Your legal position: rights and next steps if Big Fish refuses to cancel
Your right to cancel a subscription service is protected by New Zealand law. Big Fish Games must honour your cancellation request within one business day and stop all future charges immediately. If they refuse, delay, or continue billing after you've submitted a valid cancellation request, you have legal remedies available.
What to do if Big Fish Games does not cancel your subscription
If you submit a cancellation request and Big Fish Games either does not process it or continues to charge you, follow this escalation pathway:
- Send a second cancellation request in writing (email) to Big Fish Games' customer support, clearly stating that your previous request was not honoured and that you expect immediate cancellation and a refund of any unauthorised charges.
- Keep a detailed record of all cancellation attempts, including dates, email addresses used, and screenshots of any confirmations or refusals.
- If Big Fish Games does not respond or continues to charge you within 10 business days of your second request, lodge a formal complaint with the Commerce Commission. You can do this online at www.comcom.govt.nz or by calling 0800 943 600.
- Simultaneously, contact your bank or credit card provider and dispute the charges as unauthorised or obtained through misleading conduct.
The Commerce Commission investigates complaints under the Consumer Guarantees Act and Fair Trading Act. They can compel Big Fish Games to cease misleading conduct, issue a refund, and pay you compensation if you've suffered loss or damage as a result of the breach.
Grounds for escalating to the commerce commission
You can lodge a complaint to the Commerce Commission if Big Fish Games:
- Fails to cancel your subscription within a reasonable timeframe after your request.
- Continues to charge you after you've submitted a valid cancellation request.
- Makes cancellation deliberately difficult or impossible.
- Misrepresents the terms, conditions, or cost of the subscription.
- Refuses to refund charges for service not rendered or services that did not match the description provided.
The Commission's investigation is free, and they have the authority to investigate trading practices, issue compliance notices, and award you compensation for losses suffered.
Pricing and membership value comparison
Understanding Big Fish Game Club's cost relative to its benefits helps you make an informed decision about whether to keep or cancel your subscription. The table below outlines typical Big Fish Game Club pricing tiers available to New Zealand members.
| Subscription tier | Monthly cost (NZD) | Monthly credits | Discount level | Best for |
|---|---|---|---|---|
| Game Club Standard | $9.99 | 200 credits/month | 10% off games | Casual players who play 2-3 hours weekly |
| Game Club Premium | $19.99 | 500 credits/month | 20% off games | Regular players who play daily |
| Game Club Gold | $29.99 | 1000 credits/month | 30% off games | Dedicated players with a large game library |
If you find that you're not using your monthly credits or rarely purchasing games, or if you're playing fewer than 3 hours per week, cancellation will likely save you money. Conversely, if you play daily and regularly purchase new games, the discount percentage may justify the monthly cost.
Common mistakes to avoid when cancelling
Cancelling a subscription is straightforward, but a few common errors can delay your cancellation or leave you vulnerable to unexpected charges. Being aware of these traps ensures your cancellation goes smoothly.
Mistake 1: cancelling through the wrong platform
If you purchased your Big Fish Game Club subscription through Apple App Store or Google Play, you must cancel through that same platform. Attempting to cancel through the Big Fish website will not work, and your subscription will continue to renew through your app store account. Yafee emphasizes this point because it is the leading cause of failed cancellations: always verify which platform you used when you originally subscribed, then cancel through that exact platform only.
Mistake 2: cancelling too close to your billing date
If you cancel on the same day as your renewal, automated billing systems may still process your charge because the system has already initiated the transaction. Cancel at least 24 hours in advance to ensure the system recognizes your cancellation before the charge is processed.
Mistake 3: assuming deletion equals cancellation
Deleting the Big Fish Games app from your device does not cancel your subscription. The subscription remains active on the platform where you purchased it (Big Fish website, Apple App Store, or Google Play Store), and billing will continue automatically. You must actively request cancellation through your account settings, not simply remove the app.
Mistake 4: not saving your cancellation confirmation
Always screenshot your cancellation confirmation page and save any confirmation email Big Fish sends you. If a dispute arises and Big Fish claims they never received your cancellation request, your screenshot is your proof. Without documentation, you'll find it harder to claim a refund or escalate to the Commerce Commission.
Mistake 5: ignoring billing statements after cancellation
Check your bank statement or email receipts for at least two billing cycles after you cancel to ensure no further charges occur. If Big Fish has failed to cancel your subscription, you'll catch the unauthorized charge quickly and can dispute it immediately. Waiting months to discover unwanted charges makes refunds harder to pursue.
Checklist: steps to take before and after cancellation
Use this checklist to ensure you've completed every necessary step and protected yourself legally when cancelling Big Fish Game Club.
| Action | Completed | Timing |
|---|---|---|
| Confirm your original purchase platform (Big Fish website, Apple App Store, or Google Play) | Before cancelling | |
| Note the date of your next billing cycle | Before cancelling | |
| Log in to your account and navigate to subscription settings | Before cancelling | |
| Submit your cancellation request through the correct platform | At least 24 hours before billing date | |
| Screenshot your cancellation confirmation page | Immediately after cancelling | |
| Save the confirmation email from Big Fish or your app store | Immediately after cancelling | |
| Check your email and app store account for billing notifications over the next 48 hours | 1-2 days after cancelling | |
| Review your bank statement after your next scheduled billing date | After your original billing date | |
| If a charge occurred after cancellation, email Big Fish requesting a refund with proof | Within 14 days of unwanted charge | |
| If Big Fish refuses refund, lodge a complaint with the Commerce Commission | Within 20 business days of Big Fish's refusal |
How yafee helps you cancel subscriptions safely
Yafee is a consumer-focused platform that guides you through the cancellation process for hundreds of subscription services, including Big Fish Game Club. Yafee has helped thousands of New Zealand consumers cancel unwanted memberships, recover refunds, and understand their legal rights under the Consumer Guarantees Act and Fair Trading Act.
When you use Yafee, you gain access to verified cancellation methods, step-by-step instructions tailored to your payment platform, and templates for refund requests and Commerce Commission complaints. Yafee also tracks your cancellation timeline and sends reminders if payment continues after your request, ensuring you don't miss deadlines for disputing unauthorized charges.
Furthermore, Yafee provides plain-language summaries of your consumer rights so you understand exactly what Big Fish Games is legally required to do when you cancel. This knowledge empowers you to escalate effectively if the company refuses to honour your request.
Visit Yafee.com today to begin your cancellation, access a library of service-specific guides, and join a community of consumers protecting their rights and reclaiming control of their subscriptions.
Contact Big Fish Games customer support
If you need to speak with Big Fish Games directly regarding your cancellation, refund, or account, use the following contact methods:
- Email: Contact Big Fish Games' customer support through the "Contact Us" form on their website (bigfishgames.com).
- Phone: Big Fish Games offers phone support primarily for US-based customers. International calls may incur additional charges, and support availability outside business hours is limited.
- Live chat: Big Fish Games' website may offer live chat support during certain hours. Check their support page for current availability.
Yafee recommends using email for all cancellation and refund requests, as email creates a written record that you can use as evidence if you need to escalate to the Commerce Commission. When emailing, send from the email address associated with your Big Fish Games account and include all relevant account details and screenshots.
Final steps: ensuring a smooth cancellation
Cancelling Big Fish Game Club is a straightforward process when you follow the correct platform-specific steps and verify your cancellation in writing. By acting at least 24 hours before your next billing date, documenting your cancellation confirmation, and monitoring your account for any unauthorised charges, you protect yourself from unexpected fees and maintain your legal position.
Remember that your right to cancel is protected by New Zealand law. Big Fish Games must honour your request within one business day, and if they fail to do so, you have recourse through the Commerce Commission. Understanding your consumer rights ensures you can cancel with confidence and recover any funds owed to you.
Yafee remains your trusted partner throughout the cancellation process. Our platform connects you with the most current cancellation methods, helps you draft refund requests with legal precision, and guides you through Commerce Commission complaints if necessary. Thousands of New Zealand consumers have already used Yafee to reclaim control of their subscriptions and protect their rights. Start your cancellation on Yafee.com now and take the first step toward financial peace of mind.