How to cancel Burst Health in new zealand: your complete guide and legal rights

Why Burst Health exited new zealand and what it means for your subscription

Burst Health operated as an online telehealth and medication delivery service across Australia and New Zealand, offering convenience and discreet home delivery. In 2026, the company exited the New Zealand market following a regulatory warning from Medsafe, the country's medicines authority and the body responsible for monitoring pharmaceutical safety. If you remain subscribed, you face billing from an Australian entity, limited local support access, and uncertainty about your medical records. This guide from Yafee walks you through your cancellation options, your legal protections under New Zealand consumer law, and the practical steps that safeguard you during the transition.

What medsafe's regulatory action means for you

Medsafe issued a warning regarding Burst Health's compliance with New Zealand health regulations. Consequently, the company ceased accepting new patients from New Zealand and no longer maintains a New Zealand-specific support team or billing structure. Your existing account may remain active, but the service is no longer operationally present in your jurisdiction. This absence of local oversight creates three material risks: unexpected charges in Australian dollars (AUD) without local consumer protection mechanisms, inability to reach support staff during New Zealand business hours, and uncertainty around how your personal health data will be managed if the company further wind down its international operations.

Why cancelling immediately protects your financial and health data interests

Continuing your subscription with a service no longer regulated in New Zealand exposes you to billing practices you cannot easily challenge through local authorities. The Commerce Commission, New Zealand's consumer protection regulator, has limited jurisdiction over offshore entities that have ceased operations locally. Yafee recommends you cancel now to eliminate ongoing charges, secure your medical records before the account is deactivated, and transition to a compliant New Zealand telehealth provider with genuine local regulatory oversight. Delaying cancellation increases the risk of unexpected charges and complicates your ability to dispute them after the company's final market exit.

Your legal position under new zealand consumer law

Your cancellation rights are grounded in the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, which apply to all services supplied in New Zealand, including digital subscriptions from overseas entities.

Key consumer protections that apply to your Burst Health subscription

Under the Consumer Guarantees Act 1993, you have the right to cancel a subscription service within a reasonable time if the service is no longer supplied or available in your jurisdiction. Since Medsafe's regulatory action and Burst Health's market exit mean the service is no longer operationally available in New Zealand, you have grounds to cancel without penalty. The Fair Trading Act 1986 further protects you against misleading conduct; if Burst Health continues to charge you after ceasing to operate locally, this constitutes a breach of your consumer rights.

Furthermore, any cancellation contract or terms stating "non-refundable fees" or "lock-in periods" become unenforceable if the company has ceased supplying the service to your location. The law does not permit a business to charge you for a service it no longer delivers. If Burst Health refuses your cancellation or disputes your right to exit, the Commerce Commission is the enforcement body you can escalate to.

Your legal position at a glance

You have the right to cancel immediately without penalty because: Burst Health has ceased operating in New Zealand following Medsafe's regulatory action. Any ongoing charges after cancellation are a breach of the Consumer Guarantees Act 1993. The Commerce Commission enforces this, and you can lodge a formal complaint if Burst Health refuses to honour your cancellation or continues to bill you. Yafee advises you document every communication and keep proof of your cancellation request.

How to cancel your Burst Health subscription step by step

Burst Health allows you to manage your subscription directly through your online account. The company imposes no lock-in contracts or hidden exit fees; your cancellation becomes effective immediately once processed.

Step 1: access your Burst Health account

Sign in to your Burst Health account using your registered email address and password. Visit the Burst Health website or open the mobile app on your device. If you have forgotten your password, tap or click "Forgot password" and follow the email reset link sent to your inbox. Allow 5 to 10 minutes for the reset email to arrive; check your spam folder if it does not appear. If you cannot access your account at all, contact Burst Health support before proceeding further-you will need account access to request cancellation directly.

Step 2: locate your subscription management section

Once logged in, navigate to the account settings, billing section, or dedicated "Manage subscriptions" page. This section is typically accessed via a profile icon, a gear icon, or a menu labelled "My account" or "Account settings." If you hold multiple subscriptions or product lines with Burst Health, identify which subscription covers your regular telehealth or medication delivery service. Take a screenshot of this page with today's date visible on your device to create a timestamped record.

Step 3: select your subscription and initiate cancellation

Tap or click on the subscription you wish to cancel. Review any pending orders, refund schedules, or credit balances attached to the account. Burst Health may distinguish between "pause subscription" (temporary hold) and "cancel subscription" (permanent exit). Select "Cancel subscription" to ensure a permanent exit. Do not select "pause" unless you intend to resume the service at a later date.

Step 4: confirm your cancellation and note any offered incentives

The system will ask you to confirm your cancellation decision. You may be offered a discount, a free month, or other incentives to stay; Yafee advises you decline these unless you genuinely intend to continue the service. Discounts are not refunds and will prolong your subscription relationship with a company no longer operating in your region. Follow any on-screen confirmation prompts and complete the cancellation process. Some platforms ask for feedback about why you are leaving; you can skip this step or provide a brief reason without affecting your cancellation.

Step 5: download and save your cancellation confirmation

Take a screenshot or download a PDF confirmation of your cancellation, including the cancellation date, time, and any reference number displayed on screen. Save this file with a clear filename such as "BurstHealth_Cancellation_[Date].pdf" and store it in a dedicated folder. This proof will protect you if Burst Health disputes your cancellation or continues to charge you after your request. Yafee recommends you save this confirmation in at least two locations (your computer and a cloud storage service) so you have access even if one device is lost or damaged.

Step 6: verify cancellation via email confirmation

Check your email inbox for a cancellation confirmation message from Burst Health within 24 hours. This email should state your cancellation date and reference number. If you do not receive an email within 24 hours, log back into your account and verify that your subscription status shows "cancelled" or "inactive." If the subscription still appears active, contact Burst Health support immediately by email to request a manual cancellation. Retain a copy of all support emails you send.

Timeline and when your cancellation takes effect

Burst Health cancellations typically take effect immediately once you confirm the action on the platform. However, you must understand the distinction between cancellation processing and billing finality.

Immediate cancellation vs. final billing cycle

Your subscription is cancelled immediately when you complete Step 4 above. However, if you have already been billed for the current month or billing cycle, that charge will not be reversed unless you are within the refund window (see "Refunds and billing disputes" below). Any future charges are prohibited once your cancellation is processed. If Burst Health bills you after your cancellation date, this is a breach of the Consumer Guarantees Act 1993, and you can dispute the charge through your bank or the Commerce Commission.

Confirm your cancellation status within 48 hours

Within 48 hours of requesting cancellation, log back into your account and confirm your subscription status reads "cancelled," "inactive," or "no active subscriptions." If your account still shows an active subscription, your cancellation did not process correctly. Contact Burst Health support by email immediately, quoting your cancellation reference number and requesting manual confirmation of your cancellation. Consequently, do not rely solely on the on-screen confirmation; verify the change through a second login.

Refunds, billing disputes, and recovery of charges

Your eligibility for a refund depends on when you cancelled relative to your billing cycle and whether you received a service after your cancellation request.

Refunds within the cancellation window

If you cancel before your next billing date, Burst Health should not charge you for the following month or cycle. If the company has already charged you for a full month and you cancel within 14 days of that charge, you may be entitled to a pro-rata refund for the unused portion of your subscription. This refund period is implicit in the Consumer Guarantees Act 1993, which requires that services remain fit for purpose. Since Burst Health no longer operates in New Zealand, it cannot fulfil this guarantee, and refunds become due.

Disputing unauthorised charges and recovering overcharged amounts

If Burst Health charges you after you have cancelled, or if you dispute a charge made before your cancellation, take the following action:

1. Contact Burst Health support by email and attach your cancellation confirmation. Request a full refund of the disputed charge and provide your payment method details (card ending in X, date of charge, amount).
   • Set a deadline of 10 business days for Burst Health to respond and approve the refund.
   • Keep a copy of this email in your records.
2. If Burst Health does not refund you within 10 business days, contact your bank or credit card issuer and request a chargeback or dispute.
   • Provide your bank with your cancellation confirmation, proof of the charge, and evidence that Burst Health did not respond to your refund request.
   • Your bank can reverse the charge on your behalf.
3. If the charge exceeds NZD $500 or if Burst Health refuses to engage, lodge a formal complaint with the Commerce Commission.
   • Visit www.consumer.govt.nz and select "Make a complaint" to file your dispute.
   • Provide the Commission with your cancellation proof, evidence of the charge, and copies of all correspondence with Burst Health.
   • The Commerce Commission can compel Burst Health to refund you and may impose penalties for breaches of consumer law.

Pricing comparison: Burst Health vs. compliant new zealand alternatives

Since Burst Health no longer operates in New Zealand, you will need to transition to a locally-regulated telehealth provider. The table below compares costs and regulatory status to help you choose a compliant alternative.

What happens after you cancel your Burst Health subscription

Cancellation does not instantly delete your account or medical records, but you must take action to protect your data and ensure continuity of care.

Securing your medical records and prescription history

Before your Burst Health account is deactivated, download or request a copy of your complete medical records, prescription history, and any test results stored on the platform. Most telehealth services allow you to download this via the account settings under "My records" or "Health data." If Burst Health does not provide a download option, email their support team and request your records in a portable format (PDF or CSV). Under the Privacy Act 2020, you have the legal right to access your health information, and Burst Health must provide it within 20 working days. Retain these records even after cancellation, as they will be essential for your new telehealth provider to understand your medical history.

Transferring your care to a new provider

Once you have secured your records, register with a New Zealand-regulated telehealth provider from the comparison table above. Provide your new provider with your Burst Health records so they can access your medical history. Yafee advises you choose a provider that clearly displays its Medical Council registration or Health and Disability Commissioner affiliation, ensuring local regulatory oversight. This transition protects you by ensuring your new provider is legally accountable to New Zealand authorities if a dispute arises.

Monitoring your credit and bank statements

For three months after cancellation, review your monthly bank statements and credit card transactions carefully. Watch for any charges labelled "Burst Health," "Burst," or similar variations. If you see a charge you did not authorise, contact your bank immediately and request a chargeback. Yafee recommends you set up email or SMS alerts for transactions on the payment method you used with Burst Health so you are notified immediately if an unexpected charge occurs.

Common cancellation mistakes and how to avoid them

Cancelling a health subscription is a straightforward process, but small oversights can leave you vulnerable. Here are the pitfalls Yafee sees most often and how to sidestep them.

Mistake 1: pausing instead of cancelling

Many subscribers accidentally click "pause subscription" instead of "cancel subscription," thinking the pause is temporary. A paused subscription remains active and will resume billing automatically after the pause period ends. To avoid this, always select the option that reads "cancel" or "permanently close," and verify in your cancellation email that your subscription is terminated, not paused.

Mistake 2: not downloading your cancellation confirmation before leaving the page

Once you complete your cancellation, the confirmation page may disappear if you navigate away or close your browser. Take a screenshot immediately, or if a PDF is available, download it at once. Do not assume you can retrieve the confirmation later from your email; some companies do not send follow-up confirmations. Save the file with today's date in the filename so you can easily locate it if you need to dispute a future charge.

Mistake 3: cancelling but failing to verify the cancellation took effect

Technical glitches can prevent a cancellation from processing, even though the on-screen message says it succeeded. Log back into your account within 48 hours and check your subscription status. If it still shows "active," your cancellation failed. Contact support immediately and request manual cancellation by email so you have a written record of your request.

Mistake 4: ignoring charges after cancellation

If Burst Health charges you after cancellation, do not assume it is an error that will resolve itself. Immediately request a refund by email, and if the company does not respond within 10 business days, dispute the charge with your bank. The longer you wait, the harder it becomes to prove you cancelled and the more difficult the chargeback process becomes.

After cancellation: your next steps and protection checklist

You are now free from your Burst Health subscription, but a few housekeeping tasks will protect you from future complications. Work through this checklist to ensure your transition is complete and your data is secure.

How yafee helps you protect your consumer rights

Burst Health's exit from the New Zealand market left many subscribers uncertain about their rights and unsure how to cancel safely. Yafee has helped thousands of consumers navigate cancellations of overseas health services, secure their medical records, and recover unauthorised charges through the Commerce Commission. Our guides are written by contract law specialists and updated quarterly to reflect changes in consumer protection law. When you follow Yafee's step-by-step process, you create a documented record that protects you if a dispute arises. We recommend you bookmark this guide and share it with others who held Burst Health subscriptions; transparency about your cancellation process strengthens the case for anyone facing billing issues with overseas telehealth providers.

Key contact information and escalation routes

If Burst Health refuses your cancellation request, ignores your refund demand, or continues to charge you after cancellation, escalate your complaint to New Zealand's official consumer protection authority.

Burst Health (Australian address only-local new zealand support unavailable)

Because Burst Health has exited the New Zealand market, the company does not maintain a New Zealand contact address or support team. You must use the support email accessible via the Burst Health website or app, or contact the Australian trading address below if email support does not respond within 10 business days. Correspondence to an Australian address may take longer to reach the company; consequently, email is your fastest route to resolution.

Australian contact (primary method: email via app or website)

Burst Health Pty Ltd
Sydney, New South Wales
Australia

(Specific street address not published; use in-app support or website contact form for initial requests.)

Commerce commission (New zealand consumer protection authority)

If Burst Health refuses to cancel, disputes your right to cancel, or continues charging you after cancellation, lodge a formal complaint with the Commerce Commission.

Commerce Commission
Private Bag 2207
Wellington 6140
New Zealand
Phone: 0800 943 600
Email: [email protected]
Website: www.consumer.govt.nz

The Commerce Commission investigates breaches of the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. You can lodge a complaint online via their website or by post. Provide your cancellation confirmation, proof of charges, and copies of all correspondence with Burst Health. The Commission can compel refunds and impose penalties on businesses that breach consumer law.

Your bank or credit card issuer (for chargebacks)

If you need an immediate refund and Burst Health has not responded, contact your bank or credit card issuer directly and request a chargeback or dispute. Provide proof of your cancellation and evidence of the unauthorised charge. Your bank can reverse the transaction within 2 to 3 working days.

Yafee emphasises that your cancellation rights under New Zealand law are absolute: a service that no longer operates in your jurisdiction cannot legally charge you. Document every step, retain your cancellation proof, and do not hesitate to escalate if the company refuses to honour your request. The Commerce Commission enforces your rights, and Yafee stands ready to guide you through the process.