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Frequently asked questions
Cancel BetterMe: Step-by-Step Guide
How to cancel BetterMe and stop fitness app charges in new zealand
What BetterMe is and where your money goes
BetterMe is a health and wellness application that delivers personalised fitness, nutrition and lifestyle coaching to your device. You download the app on iOS or Android, or access it through their web portal, and pay a subscription fee to unlock customised plans matched to your fitness goals.
The platform also operates a separate e-commerce store selling physical products including apparel and equipment. Consequently, you may hold two distinct contractual relationships with BetterMe: a subscription service for the app, and potentially standalone purchases from their retail store. Understanding this separation is critical when you decide to cancel.
How BetterMe subscriptions are billed
Your subscription payment flows through whichever platform you used to purchase it. If you subscribed via Apple App Store on your iPhone or iPad, Apple processes your monthly billing. If you signed up through Google Play on Android, Google handles your recurring charges. If you purchased directly on BetterMe's website, BetterMe itself collects payment from your card.
This distribution matters enormously at cancellation time. Deleting the BetterMe app from your phone does not stop your subscription. Contacting BetterMe support alone will not halt billing if Apple or Google manages your subscription. You must cancel through the exact platform where the payment originates.
Physical products operate under separate terms
Items you purchase from the BetterMe store are shipped as standalone orders with their own 30-day return window (for unworn condition). Cancelling your app subscription does not affect store orders you have already placed or reverse charges for merchandise you have received.
Your consumer rights and legal protections in new zealand
New Zealand law provides you with statutory protections when purchasing services, including fitness and wellness subscriptions. In accordance with the Consumer Guarantees Act 1993, BetterMe must supply you with a service that is of acceptable quality, fit for purpose and delivered within a reasonable timeframe.
Your legal position under the consumer guarantees act
The Consumer Guarantees Act 1993 protects you as a consumer buying services across New Zealand. If BetterMe's app repeatedly crashes, fails to deliver the features advertised, or charges you without proper consent, you have statutory grounds to request a refund or compensation. Furthermore, if BetterMe made misleading claims about the app's capabilities in their advertising, you can dispute the charge with your bank or payment provider.
You also benefit from a statutory 14-day cooling-off period for distance contracts (online purchases) provided the service has not been substantially performed. If you subscribed within the past 14 days and have not made significant use of the app, you may be entitled to a full refund regardless of what BetterMe's terms of service state.
When and how to enforce your consumer rights
If BetterMe refuses to refund you and you believe your claim is valid under consumer law, escalate to the Commerce Commission or initiate a formal dispute through your bank's dispute resolution team. Document everything: screenshots of misleading advertisements, records of your cancellation attempts, billing statements, app store receipts and all support emails. This evidence will substantially strengthen your case if the matter proceeds to formal adjudication.
Yafee recommends keeping detailed records throughout your subscription period, as this documentation becomes invaluable if you later need to prove you did not receive the service you paid for or that BetterMe misrepresented the product.
Step-by-step cancellation methods by platform
Your cancellation route depends entirely on which platform processed your subscription payment. Review your credit card or bank statement to identify which company charges you each month, then follow the corresponding cancellation steps below.
Cancel through apple app store on iPhone and iPad
If you subscribed on your iPhone or iPad, Apple App Store is processing your monthly payments. You must cancel directly through Apple's settings interface, not through the BetterMe app itself.
- Open the Settings application on your iPhone or iPad.
- This opens your device settings, not the BetterMe app settings.
- Tap your name or Apple ID at the top of the Settings screen.
- This displays your Apple account information.
- Tap Subscriptions.
- You will see a list of all active subscriptions managed through your Apple ID.
- Find BetterMe in the list and tap it.
- The subscription details screen will appear, showing your renewal date and billing amount.
- Tap Cancel Subscription or Turn Off Auto-Renewal.
- Apple may offer you a discounted rate or pause option; you can proceed to cancellation even if these appear.
- Confirm your cancellation when prompted.
- You will receive an email confirmation from Apple confirming the cancellation.
Critical timing: You must cancel at least 24 hours before your next billing date. Check the renewal date shown in your Apple Subscriptions settings to avoid an unwanted charge.
Cancel through google play on android devices
If you subscribed on an Android phone or tablet, Google Play is collecting your subscription payments. Cancellation happens in the Google Play app, not within BetterMe itself.
- Open the Google Play Store app on your Android device.
- Tap the profile icon in the top right corner.
- Tap Manage subscriptions.
- This displays all subscriptions linked to your Google Play account.
- Find and tap BetterMe from the list.
- The subscription management page will show your next billing date and current plan details.
- Tap Cancel subscription.
- Google Play will present cancellation options or discounts; proceed to final cancellation.
- Follow Google's on-screen prompts to confirm cancellation.
- You will receive confirmation via email from Google Play.
Timing consideration: Like Apple, Google Play charges you on your billing anniversary. Cancel before that date to prevent the next charge from processing.
Cancel a subscription purchased directly from BetterMe's website
If you bought your subscription directly from BetterMe's website using your credit card, you cancel through BetterMe's own account portal.
- Log into your BetterMe account on their website.
- Visit betterme.world or the BetterMe website and enter your login credentials.
- Navigate to your account settings or subscription management page.
- Look for a menu option labelled Subscription, Billing or Account Settings.
- Locate your active subscription and select Cancel or Manage Subscription.
- BetterMe may display your renewal date, plan details and cancellation options.
- Confirm your cancellation request.
- You should receive an email confirmation from BetterMe.
If you cannot locate the cancellation option in your account dashboard, contact BetterMe support directly via their in-app support chat or email. Request written confirmation of your cancellation date and your final billing date.
Cancel via BetterMe customer support (backup method)
If the self-service methods above do not work, you can request cancellation directly from BetterMe. Send a written cancellation notice to their support team and request written confirmation.
- Compose an email to BetterMe support with the subject line: "Cancellation Request - [Your Account Email Address]".
- Include your full name, email address associated with your BetterMe account, and the date you wish your subscription to end.
- State explicitly that you wish to cancel your subscription effective immediately or on your next billing date.
- Use clear language: "I hereby cancel my BetterMe subscription effective [date]."
- Request written confirmation of the cancellation and your final billing date.
- This creates a documented record of your cancellation request.
- Send the email via the support channels available on BetterMe's website or app.
- Keep a copy of your sent email for your records.
Yafee advises sending this email at least 10 working days before your anticipated final billing date to allow BetterMe time to process your request.
Pricing and subscription plan details for BetterMe
BetterMe offers several subscription tiers, with pricing and features varying by plan and promotional periods. The following table outlines typical New Zealand pricing as of this guide's publication.
| Plan | Duration | Cost (NZD) | Auto-renewal | Recommendation |
|---|---|---|---|---|
| Monthly | 1 month | $19.99 | Yes | Best for trial users |
| 3-Month | 3 months | $47.97 | Yes | Good value commitment |
| Annual | 12 months | $99.99 | Yes | Most cost-effective |
| Promotional trial | 7 days | $0.99 | Yes (converts to paid) | Cancel before day 7 to avoid charge |
All plans renew automatically unless you cancel before the renewal date. If you entered into a promotional trial, your subscription automatically converts to the full-price plan on day 8 unless you cancel within the first week.
After you cancel: what happens next
Cancellation does not happen instantly; several stages follow your request. Understanding this timeline helps you verify that the cancellation is actually processing.
Immediate effects of cancellation
Once you confirm cancellation through your payment platform or BetterMe support, you will lose access to premium features at the end of your current billing period. If you cancel mid-cycle, your access continues until your next renewal date, at which point your account reverts to a free or limited version (if BetterMe offers one).
You will receive a confirmation email from either Apple, Google, BetterMe or your payment provider, depending on where your subscription originated. Save this email as proof of cancellation.
Verify the cancellation in your account
Return to the subscription management page (Apple Settings, Google Play, or BetterMe account) within 24 to 48 hours and confirm that BetterMe no longer appears in your active subscriptions list. If it still shows as active, contact support again and provide them with your cancellation confirmation email.
Monitor your bank account
Check your credit card or bank statement after your renewal date passes. If BetterMe charges you again after you cancelled, contact your bank immediately and initiate a dispute. Yafee recommends documenting the cancellation confirmation email, the date you cancelled, and the disputed charge in one folder for reference.
Requesting a refund after cancellation
A refund is not automatic when you cancel. Your eligibility depends on the reason for cancellation and how long you have held the subscription. Nevertheless, several circumstances can entitle you to recover your money.
Refunds within the 14-day cooling-off period
If you subscribed within the past 14 calendar days and you cancel before the service is substantially performed (that is, before you have made significant use of the app), you are entitled to a full refund under the Consumer Guarantees Act 1993. The cooling-off right applies to distance contracts, which includes online subscriptions.
- Calculate whether you are within 14 days of your subscription start date.
- Count from the day you first charged or started your subscription.
- Check whether you have materially used the app (for example, more than browsing or opening it once).
- Using the app extensively or completing multiple workouts may constitute substantial performance.
- If you are within 14 days and have not substantially used the app, request a refund from BetterMe or your payment provider.
- Cite the Consumer Guarantees Act cooling-off right in your request.
Refunds for service failure or misrepresentation
If BetterMe failed to deliver the service you paid for, or if the app is faulty, you may claim a refund regardless of how long you have held the subscription. For example, if the app crashes constantly, does not contain the promised workout plans, or misrepresents the features in advertising, you have grounds to dispute the charge.
- Document the problem with screenshots, video recordings or dated notes describing what went wrong.
- Capture the exact error message, crash log or missing feature.
- Contact BetterMe support and describe the issue in writing, requesting a refund.
- Explain why the app failed to meet the standard of acceptable quality or fitness for purpose under Consumer Guarantees Act law.
- If BetterMe refuses, escalate to your bank or payment provider and file a formal dispute.
- Attach your documentation and your communications with BetterMe.
- If your bank does not resolve the dispute, contact the Commerce Commission for further guidance.
- The Commerce Commission can investigate whether BetterMe engaged in misleading conduct or breached consumer law.
Refunds for accidental or unauthorised charges
If BetterMe charged you without your consent or you were billed in error, you are entitled to a refund. Consequently, contact your bank immediately and explain the unauthorised charge. Your bank can initiate a chargeback or refund the amount while they investigate.
Yafee recommends submitting your formal refund request to both BetterMe and your bank in writing so that you have documented evidence of your request and the date you made it.
Common mistakes when cancelling BetterMe
You are not alone if you have accidentally been charged after attempting to cancel. Thousands of app subscribers face this frustration each year, but most problems stem from cancelling in the wrong place or misunderstanding when the cancellation takes effect.
Deleting the app instead of cancelling the subscription
Removing the BetterMe app from your phone does absolutely nothing to your subscription. The app can be uninstalled while your subscription remains active and continues to charge you. You must cancel through the payment platform (Apple, Google or BetterMe itself) regardless of whether the app is on your device.
Cancelling with BetterMe support but not through your payment platform
If your subscription is managed by Apple or Google, cancelling only with BetterMe support may not stop your billing. Apple and Google are the entities collecting payment, so you must cancel through their systems. Contacting BetterMe support can help if you have a direct website subscription, but it may not stop charges if a third-party platform processes your payment.
Cancelling but missing the renewal date
If you cancel one day after your renewal date, you will be charged for the next month or year before the cancellation takes effect. Always check your renewal date before submitting your cancellation request. Cancel at least 24 to 48 hours before that date to be safe.
Losing your cancellation confirmation email
If BetterMe charges you after cancellation and you cannot produce proof that you cancelled, your dispute with the bank becomes much harder to win. Save the confirmation email from Apple, Google or BetterMe immediately after cancelling. This email is your evidence that you acted in good faith.
Common reasons you might cancel BetterMe
Several circumstances typically lead subscribers to cancel their fitness app subscriptions. Understanding whether your situation qualifies for a refund or statutory protection helps you pursue the right recovery path.
| Reason for cancellation | Refund eligibility | Next step |
|---|---|---|
| Changed fitness priorities or found alternative app | No refund (unless within 14 days) | Cancel immediately to stop future charges |
| App crashes, doesn't load or features missing | Yes, refund likely | Request refund from BetterMe; escalate to bank if refused |
| App does not match advertising claims | Yes, refund likely | Cite Consumer Guarantees Act; file dispute with bank |
| Subscribed within last 14 days (no substantial use) | Yes, full refund | Exercise cooling-off right; request refund immediately |
| Charged without consent or by mistake | Yes, full refund | Contact bank to initiate chargeback or dispute |
| Financial hardship or budget cuts | No refund (cancel to stop future charges) | Cancel subscription; request payment plan with BetterMe if possible |
Checklist: verify your cancellation is complete
Before you close this guide, work through the following checklist to ensure your BetterMe subscription is genuinely cancelled and will not charge you again.
- Identified which platform processes your BetterMe payment (Apple, Google or BetterMe direct).
- Cancelled your subscription through the correct payment platform or BetterMe account.
- Received and saved a cancellation confirmation email from your payment provider or BetterMe.
- Noted the cancellation effective date and your final billing date.
- Verified that BetterMe no longer appears in your active subscriptions list within 48 hours.
- Checked your bank or credit card statement after the final billing date to confirm no charge was processed.
- Contacted your bank or filed a dispute if an unexpected charge appeared after cancellation.
- Documented all cancellation communications and kept them in a secure folder for at least 12 months.
Escalation: what to do if BetterMe refuses to cancel
If BetterMe's support team refuses your cancellation request or continues charging you after you have cancelled, you have formal remedies available under New Zealand law. Furthermore, regulatory agencies exist specifically to enforce consumer rights when companies fail to comply.
Contact the commerce commission
The Commerce Commission is the statutory authority responsible for enforcing consumer protection law in New Zealand. If BetterMe refuses to honour your cancellation request or continues billing you unlawfully, you can lodge a formal complaint with the Commission.
- Visit the Commerce Commission website (comcom.govt.nz) and navigate to the consumer complaints section.
- Complete the formal complaint form with details of your dispute, including all dates, amounts and communications.
- Attach copies of your cancellation request emails, confirmation screenshots and billing statements.
- Submit your complaint and await investigation or guidance from the Commission.
File a dispute with your bank
Your bank or payment provider has dispute resolution procedures to recover unauthorised or erroneous charges. Contact your bank's dispute team immediately and explain that you cancelled your BetterMe subscription but were charged anyway.
Provide your bank with your cancellation confirmation email and a clear timeline of events. Your bank can initiate a chargeback, reverse the charge, and potentially fine BetterMe for continuing to bill after cancellation. Yafee emphasises that your bank dispute team is one of the fastest and most effective routes to recover money.
How yafee helps you cancel services safely
Yafee (yafee.com) is a contract and subscription management platform designed to help New Zealand consumers like you cancel unwanted services without stress or confusion. Yafee guides you through the exact cancellation steps for hundreds of apps, subscriptions and memberships, ensuring you cancel through the correct channel and within your legal rights window.
Instead of hunting for cancellation instructions buried in a company's website, Yafee centralises cancellation instructions in plain English. Yafee also tracks your cancellation deadlines and sends you reminders before your renewal date so you never miss your cancellation window. Thousands of consumers have used Yafee to avoid unexpected charges and recover refunds they did not know they were entitled to claim.
Furthermore, Yafee provides you with detailed information about your consumer rights so that you approach every cancellation from a position of legal knowledge and confidence. Whether you are cancelling BetterMe or any other New Zealand service, Yafee has helped thousands of consumers cancel on their terms, protect their money and resolve billing disputes with evidence and clarity.
Contact information for BetterMe cancellation
If you cannot cancel through your payment platform or BetterMe's website, contact BetterMe directly using the following channels.
Email support: Contact BetterMe through the email address provided in your confirmation email or on their website support portal.
In-app support: Open the BetterMe app and navigate to Help, Support or Settings to find their live chat or support request option.
Website contact form: Visit BetterMe's official website and locate their Contact Us page, then submit a cancellation request through their online form.
Important note: BetterMe does not maintain a specific postal address for New Zealand cancellation notices. Send all cancellation requests in writing via email through their support channels so that you receive written confirmation. In accordance with best practice, retain copies of all cancellation emails and confirmation responses for your records.
Cancellation via written notice creates a documented record of your intent, which strengthens your position if you later need to dispute a charge with your bank or lodge a complaint with the Commerce Commission. Yafee recommends sending your cancellation email at least 10 working days before your anticipated renewal date to allow BetterMe adequate time to process your request and ensure the cancellation takes effect before your next charge.
Take control of your fitness spending today. Yafee has helped thousands of New Zealand consumers cancel unwanted subscriptions, recover refunds they did not think they could claim and protect their bank accounts from ongoing charges. Visit Yafee now to access your personalised cancellation instructions and reclaim your money.
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