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Frequently asked questions
Cancel Caci: The Right Way to Step Away
How to cancel your Caci membership in new zealand and stop recurring charges
What is Caci and how your membership works
Caci is a New Zealand health and wellness provider operating clinics across the country, offering skin memberships, laser treatment plans and skincare product subscriptions. Your membership is tied to a specific clinic location where you book your treatments, and charges recur automatically on a weekly or monthly basis.
The types of Caci memberships you may hold
Caci operates several membership categories. Reformaskin is a skin health membership delivering monthly conditioning treatments. Freedom is a laser hair removal plan spreading 8 treatments across 12 months. Amerase offers cosmetic injectables at member rates. Additionally, you can subscribe to Caci skincare products through their "Subscribe and Save" model, which delivers items monthly to your address.
Each membership type has its own payment schedule and cancellation procedure. Clinic-based memberships (Reformaskin, Freedom, Amerase) are managed directly through your local clinic and charged via direct debit. Product subscriptions are managed through your online account dashboard on the Caci website.
How Caci billing and clinic structures affect your cancellation
Your membership charges do not flow through Apple, Google or any third-party payment platform. This means you cannot cancel through your device settings or app store. Instead, you must contact Caci or your specific clinic directly to halt the recurring payments.
When you hold a clinic membership, payment is tied to that location only. If you have attended multiple Caci clinics, each location may hold a separate account. You must cancel with the clinic where your membership is active, not through head office alone.
Your legal rights under new zealand consumer law
New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 form the legal foundation for your consumer protections, including the right to cancel ongoing services and the right to a refund if goods or services do not meet legal standards.
What the consumer guarantees act means for you
Under the Consumer Guarantees Act 1993, goods and services must be of acceptable quality, fit for purpose and safe. If a Caci membership or skincare product fails to meet these standards, you have the right to seek remedy, including refund or cancellation. Furthermore, if Caci fails to honour cancellation requests or continues to charge after you have given notice, you can lodge a complaint with the Commerce Commission, New Zealand's consumer protection authority.
In accordance with the Fair Trading Act 1986, Caci must provide clear cancellation terms and must not engage in misleading or deceptive conduct when billing or collecting payment. If you believe Caci has misled you about membership terms or cancellation processes, the Commerce Commission can investigate.
Your right to cancel within a cooling-off period
For skincare products purchased online and delivered to your home, you have the statutory right to cancel within 10 working days if the goods remain unused and in original packaging. This applies to one-off purchases and Subscribe and Save orders. Clinic-based memberships do not have a statutory cooling-off period, but Caci's own terms may offer a grace period. Contact your clinic to confirm.
Why you might want to cancel your Caci membership
Common reasons members choose to cancel
You may cancel because you have relocated and no longer visit your clinic regularly. Others find the weekly direct debit charges difficult to manage within a tight budget. Some members complete their planned treatment course and no longer require ongoing membership. Competition from alternative providers on pricing, location or appointment availability also motivates cancellations.
If a skincare product subscription is not delivering the results you expected, or if you have simply changed your mind about the service, you have valid grounds to stop the recurring charges. Yafee's research shows that recurring wellness memberships are among the most commonly forgotten subscriptions, meaning many members continue to pay without using the service.
Financial impact of delayed cancellation
A weekly charge of NZ$28.00 on Reformaskin, for example, totals approximately NZ$1,456.00 per year. Delaying cancellation by even one month results in additional charges you may not authorise. The sooner you submit your cancellation notice, the sooner the recurring charges stop. Yafee advisors regularly help consumers recover hundreds of dollars by identifying and cancelling dormant memberships.
Current Caci membership pricing in new zealand
The table below shows typical membership costs as of early 2026, all prices in New Zealand dollars (NZD) inclusive of Goods and Services Tax (GST). Your local clinic may offer promotions or variations, so confirm exact pricing before committing.
| Membership plan | Weekly cost (NZD) | Billing cycle | What is included |
|---|---|---|---|
| Reformaskin | From NZ$28.00 | Weekly, ongoing | Monthly skin conditioning treatments at member rates |
| Freedom (laser hair removal) | From NZ$19.00 | Weekly over 12 months | 8 laser hair removal treatments spread across 12 months |
| Amerase (cosmetic injectables) | From NZ$22.00 | Weekly, ongoing | Cosmetic injectable treatments at discounted member rates |
| Subscribe and Save (skincare products) | Variable | Monthly delivery | Automatic skincare product shipments, changeable or stoppable anytime |
| One-off product purchases | Single payment | Non-recurring | No ongoing charges; 10-day return window applies |
How to cancel your Caci clinic membership
Caci clinic memberships require written notice sent directly to your local clinic; there is no centralised postal or online cancellation system managed by head office. You must give at least 7 days' notice for the cancellation to take effect.
Step 1: identify your clinic location and contact details
Locate the specific Caci clinic where your membership is held. If you have attended multiple locations, determine which clinic houses your active account by reviewing your bank statements or Caci billing documents. These will show the clinic name or reference. Contact the main Caci enquiries email ([email protected]) or call your clinic directly to confirm the correct contact person for cancellations.
Step 2: prepare your cancellation notice in writing
Compose a clear, brief email or letter containing the following information:
- Your full name as it appears on the membership
- Your membership account number or phone number linked to the account
- The name of the Caci clinic location
- Your requested cancellation date (specify a date at least 7 days from today)
- A brief reason for cancellation (optional, but helpful)
- Your current email address and contact number
Keep your message professional and concise. Avoid aggressive language; a polite tone increases the likelihood of swift processing.
Step 3: submit your cancellation notice via email
Send your cancellation notice to [email protected] with the subject line "Cancellation Request: [Your Name]". Alternatively, visit or call your local clinic directly and request to speak with a membership administrator. Ask for written confirmation of your cancellation request (either via email or a printed receipt) before leaving the clinic.
If you email, send the message during business hours (typically Monday to Friday, 9:00 am to 5:00 pm) to ensure prompt receipt. Keep a copy of your email and any confirmation receipt for your records.
Step 4: confirm receipt and obtain written confirmation
Within 2 business days, you should receive a confirmation email from Caci or your clinic acknowledging your cancellation request and confirming the cancellation date. If you do not receive confirmation within 3 business days, contact the clinic again and request written proof that your notice has been processed. Yafee recommends saving this confirmation email to your records.
Step 5: verify that charges have ceased
After your confirmed cancellation date passes, review your bank statements for the next billing cycle (typically 7 days later) to confirm that Caci charges have stopped. If charges continue after the cancellation date, contact your bank immediately to dispute the transaction and inform Caci in writing that you have cancelled.
How to cancel your Caci online skincare subscription
Product subscriptions managed through the Caci website can be cancelled directly through your online account dashboard, making this process faster than clinic membership cancellations.
Step 1: log into your Caci online account
Visit the Caci website and log in using your email address and password. If you have forgotten your password, use the "Forgot Password" link to reset it via email.
Step 2: navigate to your subscription settings
Once logged in, locate the "My Account", "Subscriptions" or "My Orders" section. This may be in a user menu at the top right of the page or under a "Settings" option. Click on the subscription you wish to cancel.
Step 3: select the cancellation or pause option
You should see options to pause, modify or cancel your subscription. Select "Cancel Subscription" (not "Pause" if you wish to stop charges entirely). The system will ask you to confirm your decision and may offer you a discount to keep the subscription active. Decline if you are certain you want to cancel.
Step 4: confirm cancellation and save your confirmation
The system will display a confirmation message with a cancellation date. Screenshot or save this confirmation. You should also receive a confirmation email at the address linked to your account. Yafee advises keeping this email for at least 12 months as proof of cancellation.
Step 5: check your next billing date
Verify that your subscription no longer appears in your active subscriptions list. Note the date of your final delivery (if applicable). If you are charged again after cancellation, contact Caci customer service immediately with your confirmation details and request a refund.
Your legal position on refunds and cancellation fees
Under the Consumer Guarantees Act 1993 and Fair Trading Act 1986, you are entitled to cancel an ongoing service without penalty, provided you give reasonable notice (Caci specifies 7 days for clinic memberships). Caci cannot charge a cancellation fee or early termination fee unless this was clearly disclosed in the membership agreement you signed.
For clinic memberships, you are entitled to a refund for any charges incurred after your written cancellation notice takes effect. If Caci continues to charge you after the cancellation date, you have the right to contact your bank and dispute the charge, requesting a reversal. Furthermore, you can lodge a complaint with the Commerce Commission if Caci refuses to honour your cancellation or refund request.
For skincare products purchased online, if you cancel within 10 working days and the goods remain unused in original packaging, you have a statutory right to return them and receive a full refund. Caci must process this refund within 7 working days of receiving the returned goods.
What happens after you cancel
Once your cancellation takes effect, Caci will no longer charge your bank account or payment method. You may retain any unused membership balance or credits, depending on Caci's policy, though this is not guaranteed. Your member pricing will no longer apply if you continue to purchase products or services outside your membership.
Monitor your bank account and statements
Check your bank statements for at least two billing cycles after your cancellation date to confirm that charges have stopped completely. If unexpected charges appear, contact your bank and Caci immediately. Some financial institutions allow you to set up alerts for specific recurring charges, which can help you spot unwanted transactions quickly.
Retain your cancellation confirmation
Save all cancellation correspondence, confirmation emails and bank statements showing the cessation of charges. If a dispute arises with Caci or your bank, this documentation proves you took reasonable steps to cancel. Yafee customers regularly refer to these records when disputing unauthorised charges.
Update your payment method or request a new card
If you are concerned that Caci may attempt to charge you again after cancellation, you can request a new debit or credit card from your bank. However, this is not usually necessary if your cancellation is properly documented. Contact your bank if you have concerns.
Common mistakes when cancelling and how to avoid them
Cancelling a recurring membership is straightforward if you follow the correct procedure, but a few common errors can delay the process or leave charges continuing unnecessarily.
Mistake 1: assuming your membership has cancelled without written confirmation
Never assume a membership has been cancelled based on a verbal conversation with clinic staff. Always request written confirmation via email. Many members believe they have cancelled because they mentioned it to someone at reception, only to discover charges continuing months later. Yafee emphasises the critical importance of documented notice: without it, Caci has no proof you requested cancellation.
Mistake 2: not providing adequate notice period
Caci requires at least 7 days' written notice. If you submit your cancellation notice on a Friday for immediate effect on Monday, Caci may not process it in time, resulting in an additional charge. Always calculate your cancellation date as at least 7 calendar days from the date you submit your notice, and consider additional time if you submit on a weekend or public holiday.
Mistake 3: failing to check that charges have actually stopped
After your confirmed cancellation date, your next payment cycle should show no charge. If it does, contact Caci and your bank immediately. Do not assume the system will correct itself automatically. Yafee advisors find that proactive follow-up within 2 weeks of the cancellation date prevents months of unwanted charges.
Mistake 4: cancelling only through one clinic when you hold memberships at multiple locations
If you have attended more than one Caci clinic, you may have separate memberships at each location. Cancelling at one clinic does not automatically cancel memberships at others. Review your bank statements to identify all clinics charging you, then submit separate cancellation notices to each one.
Comparing your options: keep, pause or cancel
Before you finalise your cancellation, consider whether pausing your membership, downgrading your plan or exploring a promotional rate might better suit your current situation.
| Option | Process | Best for | Timeline |
|---|---|---|---|
| Cancel completely | Submit 7-day written notice to your clinic | You no longer need the service and want all charges to stop | 7 days from notice |
| Pause membership | Request a temporary hold from your clinic (no written notice required for some clinics) | You may return in future but want a break now | Immediate or 7 days, depending on clinic policy |
| Downgrade plan | Contact your clinic to switch to a lower-cost membership | You want to stay but reduce weekly charges | Typically effective next billing cycle |
| Negotiate promotional rate | Ask your clinic about loyalty discounts or seasonal offers | You value the service but want better pricing | Varies by clinic |
Escalation steps if Caci refuses to cancel or refund
If Caci fails to process your cancellation request or continues to charge you after your cancellation date, you have formal complaint channels available under New Zealand law.
Step 1: request a written explanation from Caci
Send a formal email to [email protected] and your clinic manager stating that your cancellation request dated [date] has not been actioned and charges are continuing. Request a written explanation within 5 business days and ask for the charges to be reversed immediately.
Step 2: lodge a complaint with the commerce commission
If Caci does not respond or refuses to cancel, you can lodge a formal complaint with the Commerce Commission, New Zealand's statutory consumer protection authority. The Commerce Commission investigates breaches of the Fair Trading Act 1986 and can compel businesses to honour cancellation requests and issue refunds. You can lodge a complaint online at commerce.govt.nz or by calling 0800 943 600.
Step 3: dispute the charge with your bank
Contact your bank and inform them that you have cancelled your membership but Caci continues to charge you without authorisation. Your bank can dispute the charge on your behalf and may reverse it within 10 working days. Provide your bank with copies of your cancellation notice and Caci's failure to honour it.
Step 4: seek legal advice or small claims remedy
If the amount is significant, you can pursue Caci through the District Court for recovery of unwanted charges. Alternatively, Yafee can connect you with consumer law advisors who can assess your options and represent you if necessary.
Contact details for Caci cancellation
To cancel your Caci membership, use the following contact methods:
- Email: [email protected] (include "Cancellation Request" in subject line)
- In person: Visit your local Caci clinic during business hours and request to speak with a membership administrator
- Phone: Call your local Caci clinic directly (find your clinic on the Caci website or in your membership documents)
Always submit your cancellation notice in writing (email or letter) and retain a copy for your records. Allow at least 7 days from the date of your notice for the cancellation to take effect.
Closing your Caci account and next steps
Once your membership is cancelled, you may still hold an online account on the Caci website if you have made previous purchases. If you wish to delete this account entirely, contact [email protected] and request account closure. This removes your personal data from Caci's system and prevents future account re-activation without your knowledge.
Cancelling a recurring wellness membership is your consumer right under New Zealand law. Yafee has helped thousands of consumers across the country reclaim control of unwanted subscriptions and memberships, and Caci cancellations are among the most common requests we process. By following the steps in this guide and maintaining written documentation, you ensure a swift, confirmed cancellation with no lingering charges. If Caci fails to honour your cancellation, the Commerce Commission is your formal escalation route, and your bank can dispute unauthorised charges on your behalf. Take action today, and stop unnecessary recurring charges.