How to cancel Roll20 in new zealand and claim refunds within 15 days

What Roll20 is and why you might want to cancel

Roll20 is a browser-based virtual tabletop platform that lets you run tabletop role-playing games, board games, and collaborative campaigns with players around the world. The service provides character sheets, dice rollers, dynamic lighting, animated maps, and a marketplace for digital assets, all integrated with video and voice chat for live sessions.

Many New Zealand gamers use Roll20 to play Dungeons and Dragons, Pathfinder, and other tabletop RPGs without needing to meet in person. If you have decided the service no longer fits your needs-whether your campaign has ended, you have found a cheaper alternative, or premium features no longer justify the cost-you have clear legal rights to cancel and potentially claim a refund. Yafee understands that subscription services should be transparent and easy to exit, and this guide walks you through your options under New Zealand consumer law.

Common reasons to cancel Roll20

Your campaign may have wrapped up, you might prefer a different virtual tabletop platform, or the monthly subscription no longer aligns with how often you actually play. Some players cancel because they use Roll20 only occasionally and do not need premium features like dynamic lighting or private vault storage. Others discover that free alternatives meet their needs just as well.

Whatever your reason, you deserve clarity on how to exit cleanly and what rights you have if Roll20 has failed to deliver what you paid for. Yafee has helped thousands of New Zealand consumers navigate subscription cancellations, and we apply the same rigour to Roll20.

Roll20 pricing in new zealand and available plans

Roll20 operates a tiered subscription model with a free tier and three paid plans; pricing in NZD varies depending on exchange rates and your payment method.

Why pricing varies and what to expect at checkout

Roll20 displays prices in USD on its website, but you will be charged in NZD when you complete payment. Your bank, credit card company, or payment processor (PayPal, Stripe, or your app store) will convert the amount using real-time exchange rates, and the final NZD total depends on the fees those intermediaries apply.

Always verify the final amount in NZD before confirming payment. If you subscribed through the Apple App Store or Google Play Store, your billing relationship is with Apple or Google, not Roll20 directly. Cancellation must be completed through those platforms, not Roll20's website. Yafee recommends taking a screenshot of your subscription confirmation for your records.

Your consumer rights under new zealand law

Before you cancel, understand the legal protections you have as a New Zealand consumer purchasing from an overseas service provider.

Consumer guarantees act and your entitlements

Under the Consumer Guarantees Act 1993 (CGA), every service provider-including Roll20-must deliver their service with reasonable care and skill, ensure it is fit for the purpose for which you purchased it, and describe it accurately. Roll20 cannot strip away these rights through its terms and conditions, no matter how they are written.

If Roll20's service is faulty-for example, if dynamic lighting does not work as advertised, your account loses data without explanation, or the platform is unavailable during critical campaign sessions-you have the right to ask for a repair, replacement, or refund. The CGA applies regardless of whether you hold a free or paid account.

Your legal position

You have the right to cancel your Roll20 subscription at any time. If you subscribed directly on Roll20's website, you may be entitled to a refund within 15 days of purchase if you have not used the service substantially, or within a reasonable time if the service fails to meet the CGA's standards. If you are dissatisfied and Roll20 refuses to help, you can escalate to the Commerce Commission, New Zealand's consumer protection authority. Yafee advises keeping all payment confirmations and communication records.

How to cancel Roll20 via your account page

If you subscribed directly through Roll20's website (not via an app store), you must cancel through your account settings.

1. Log into your Roll20 account at roll20.net using your email and password.
   • If you have forgotten your password, click "Forgot password" on the login page and follow the email reset instructions.
2. Click on your profile icon (top right corner) and select "Account Settings" from the dropdown menu.
   • On mobile, this menu may appear as a hamburger icon (three horizontal lines).
3. Navigate to the "Subscription" or "Billing" tab within Account Settings.
   • This section displays your current plan, renewal date, and payment method.
4. Locate the "Cancel Subscription" or "Manage Subscription" button and click it.
   • Roll20 may prompt you to confirm your reason for cancellation; select the most accurate reason.
5. Review the cancellation summary, which confirms your subscription will stop at the end of your current billing period.
   • You retain access to your account and campaigns until that date.
6. Click "Confirm Cancellation" or the final confirmation button.
   • You will receive a confirmation email within a few minutes.

Save your confirmation and campaign data before cancelling

After you click confirm, download or export any campaign data, character sheets, maps, or notes you wish to keep. Roll20 does not automatically delete your account after cancellation, but you may lose access to certain features (such as private vault storage) once your subscription expires. Yafee recommends exporting campaign JSON files or taking detailed screenshots of important game data.

How to cancel Roll20 subscriptions through app stores

If you subscribed via the Apple App Store or Google Play Store, you must cancel through that platform, not through Roll20's website.

Cancel via apple app store (iPhone, iPad, mac)

1. Open the App Store app on your Apple device.
   • Go to the "Account" tab (bottom right).
2. Tap your profile picture and select "Subscriptions".
   • You will see a list of all active subscriptions linked to your Apple ID.
3. Find "Roll20" in the list and tap it.
   • The subscription details page opens, showing your next billing date and renewal cost.
4. Tap "Cancel Subscription" and confirm your choice.
   • Apple will ask if you want to provide feedback; this step is optional.
5. You will see a confirmation message; your subscription will end at the current period's expiry.
   • Apple will send you a cancellation email confirmation.

Cancel via google play store (Android)

1. Open the Google Play app on your Android device.
   • Tap your profile icon (top right).
2. Select "Payments and subscriptions" from the menu.
   • Then select "Subscriptions".
3. Find "Roll20" and tap it.
   • The subscription management page displays your current plan and renewal date.
4. Tap "Cancel subscription" and confirm.
   • Google may ask for cancellation feedback; provide it if you wish.
5. You will receive an on-screen confirmation and an email from Google confirming the cancellation.
   • Your access continues until the end of your current billing cycle.

How to contact Roll20 support if cancellation fails

If you cannot cancel through your account or app store, or if Roll20 refuses to process your cancellation, contact their support team directly.

Submit a support ticket via the Roll20 help form

1. Visit roll20.net/contact on a web browser.
   • You do not need to be logged in to submit a support ticket.
2. Fill in the form with your account email, subject line, and detailed message.
   • Write: "I wish to cancel my subscription effective immediately" and include your current plan name and billing email.
3. Select "Billing" or "Account" from the category dropdown.
   • This ensures your ticket reaches the correct team.
4. Click "Submit" and note the ticket reference number that appears.
   • Keep this number for your records and any follow-up communication.
5. Roll20 support typically responds within 2-5 business days.
   • If you do not receive a response within one week, resend your request.

Email Roll20 support directly

You can also email Roll20's support team at [email protected]. Write a clear subject line ("Subscription Cancellation Request") and include your account email, plan type, and the date you subscribed. Request written confirmation of cancellation. Yafee advises sending this email from the same email address linked to your Roll20 account, as Roll20 may verify your identity before processing your request.

What to expect after cancellation

Cancelling your Roll20 subscription is a straightforward process, and you should know exactly what happens next.

Access and account status after cancellation

Once you confirm cancellation, your subscription stops at the end of your current billing period, not immediately. You retain full access to your account, campaigns, and premium features until that date arrives. On the final day of your billing cycle, your account downgrades to the free tier, and features like dynamic lighting and private vault access become unavailable.

Your campaigns, character sheets, and notes remain in your account indefinitely; Roll20 does not delete your data when you cancel. You can log back in at any time to view your games or re-subscribe if you change your mind.

Refund eligibility and timeline

Under the Consumer Guarantees Act and standard consumer protection principles, you may be eligible for a refund in two scenarios. First, if you cancel within 15 days of purchase and have not substantially used the service, you can request a refund of the full amount paid. Second, if Roll20 has failed to deliver the service as described-for example, persistent technical faults or unavailability-you are entitled to a refund or credit at any time during your subscription.

To request a refund, contact Roll20 support using the methods outlined above. State your grounds clearly: either that you are within the 15-day cooling-off period, or that the service has failed to meet the Consumer Guarantees Act standard. Provide your transaction ID (visible in your email receipt), the date you subscribed, and the amount you paid in NZD. Roll20 processes refund requests via your original payment method within 5-10 business days. Yafee has found that Roll20 usually honours refund requests when supported by clear evidence and legal reference.

If Roll20 refuses to refund you

If Roll20 declines your refund request or does not respond within two weeks, you can escalate to the Commerce Commission, New Zealand's consumer regulator. File a complaint at www.consumerprotection.govt.nz/complaints. Provide your account details, payment evidence, correspondence with Roll20, and your reasons for the refund claim. The Commerce Commission can investigate and compel Roll20 to refund you if it finds they have breached the Consumer Guarantees Act or the Fair Trading Act 1986.

Common mistakes when cancelling Roll20

Cancellation is simple when you know the correct steps; most problems arise from missed details or confusion between platforms.

Confusing app store cancellation with website cancellation

The most common mistake is attempting to cancel through Roll20's website when you actually subscribed via the App Store or Google Play. Cancelling on Roll20's website does nothing if your payment is linked to Apple or Google; you must use their platforms. Check your original payment confirmation email to see which payment method was charged (Apple ID, Google Play, or credit card). If you cannot find it, log into your bank or credit card provider's app and search for "Roll20" in your transaction history to identify the merchant.

Not saving campaign data before the billing cycle ends

Roll20 allows you to access your account for the full duration of your paid period after cancellation, but your premium features shut off on the renewal date. If you delay exporting campaigns or character sheets until after that date, you may lose access to features needed to retrieve your data (such as private vault storage). Export everything within 48 hours of confirming cancellation.

Requesting refunds without evidence or legal grounds

Roll20 is more likely to approve a refund if you cite the Consumer Guarantees Act and provide specific evidence of a service failure or a cancellation within 15 days. Vague requests like "I do not want to pay anymore" carry less weight. Reference the CGA by name, describe the defect clearly, and include transaction IDs and dates.

How to decide whether to cancel Roll20

Before you cancel, consider whether the service genuinely no longer meets your needs or whether a pause might be better.

Consider downgrading to the free tier first

You do not have to cancel completely; Roll20's free tier supports basic tabletop gaming, character sheets, dice rollers, and limited storage. If you might return to the platform later or want to retain your campaign history, downgrade instead of cancelling. Downgrading is done through the same Account Settings process: click "Manage Subscription", select the free tier, and confirm. You stop paying immediately, and your paid features remain active until your billing cycle ends.

Checklist before you cancel

Use this checklist to ensure you cancel safely and retain your rights to a refund.

• Export or screenshot all campaigns, character sheets, maps, and custom macros you wish to keep.
• Note your subscription start date and current plan (Plus, Pro, or Premium) from your Account Settings.
• Confirm whether you subscribed via roll20.net, Apple App Store, Google Play, or another method by checking your payment confirmation email.
• Determine whether you are within 15 days of purchase (eligible for automatic refund) or beyond 15 days (refund only if the service is faulty).
• Take screenshots of any service failures, technical errors, or downtime you experienced-these support a refund claim.
• Note the date you begin the cancellation process; save all confirmation emails and support ticket references.
• If Roll20 denies your refund request, collect all correspondence and prepare your complaint for the Commerce Commission.

Comparison: Roll20 versus alternatives

If you are considering cancelling Roll20, you may want to compare it to other virtual tabletop platforms available in New Zealand.

How yafee helps you cancel subscriptions in new zealand

At Yafee, we provide clear, legally grounded guidance on cancelling any subscription-whether streaming services, gaming platforms, or software. Our team references the Consumer Guarantees Act, the Fair Trading Act 1986, and Commerce Commission guidance to ensure you understand your rights and the correct process.

Yafee has helped thousands of New Zealand consumers cancel subscriptions like Roll20, claim refunds they were entitled to, and escalate to regulators when companies refused to honour their legal obligations. We believe every cancellation should be transparent, free of hidden obstacles, and protected by law. Visit Yafee at yafee.com to access templates for cancellation emails, refund demand letters, and Commerce Commission complaints.

Contact Roll20 if your cancellation is blocked

If you follow the steps above and Roll20 refuses to cancel your subscription or process your refund, you have recourse. Submit a support ticket clearly stating: "I wish to cancel my Roll20 subscription in accordance with the Consumer Guarantees Act 1993. Please confirm cancellation in writing." If Roll20 does not respond within two weeks, file a complaint with the Commerce Commission at www.consumerprotection.govt.nz/complaints. Provide all correspondence, payment evidence, and your cancellation request. The Commerce Commission can investigate and enforce your rights.

Summary and next steps

Cancelling Roll20 takes fewer than five minutes if you know where to look. Log into your account (or your app store), navigate to subscription settings, and click cancel. You retain access until your billing period ends. If you are within 15 days and have not used the service substantially, or if Roll20 has failed to deliver as promised under the Consumer Guarantees Act, request a refund. If Roll20 refuses, escalate to the Commerce Commission. Yafee recommends downloading your campaign data first and keeping all confirmation emails. You have clear legal rights as a New Zealand consumer, and no overseas company can remove them through their terms. For more information and templates, visit Yafee at yafee.com-we have helped thousands of consumers like you cancel safely and claim refunds they deserve.