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Frequently asked questions
Cancel Cerebral: The Right Way to End Your Subscription
How to cancel Cerebral in new zealand: your complete step-by-step guide
What Cerebral is and how it works
Cerebral is an online mental health platform that connects you with licensed therapists, psychiatrists, and other clinicians through video consultations, phone calls, and secure in-app messaging. You access prescription management and ongoing psychiatric care without visiting a physical clinic, using either your web browser or mobile app.
You subscribe to a care plan that automatically renews each billing cycle unless you actively cancel. Your signup location matters significantly: if you subscribed through Cerebral's website, the Apple App Store, or Google Play, your cancellation process and refund entitlements differ substantially. Yafee has helped thousands of consumers navigate these platform-specific procedures, ensuring you understand exactly which steps apply to your situation.
How Cerebral charges you
When you begin a Cerebral subscription, the company establishes automatic recurring billing on your nominated payment method. Your payment renews on your scheduled billing date each month or subscription period, and you retain platform access until you cancel. Critically, cancelling your subscription stops future charges but does not automatically refund fees you have already paid for the current period.
Why cancellation timing is crucial
Cerebral requires you to submit a cancellation request at least one full day (24 hours) before your next scheduled billing date to prevent the next charge. If you miss this window, you will be charged again, and you must request a refund as a separate action. This timing requirement is why Yafee emphasises acting promptly once you decide to leave the service.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 grant you specific protections that apply regardless of what Cerebral's terms and conditions state.
Your 14-day cooling-off right
You have the legal right to cancel a distance contract (including all online services) within 14 days of purchase if you are a consumer, not a business. This cooling-off period is mandatory under New Zealand consumer law and applies even if Cerebral's website makes no mention of it. If you cancel within 14 days of first signing up, you must receive a full refund of your subscription fee.
The Consumer Guarantees Act also requires that services are of acceptable quality, fit for the purpose you agreed to, and delivered with reasonable care and skill. If Cerebral fails to deliver the mental health care you contracted for, such as when you cannot access a clinician or the service is repeatedly unavailable, you may have grounds to demand a refund or credit even after the 14-day period ends.
Your legal position
You are protected as a consumer under New Zealand law. Cerebral cannot exclude or limit your rights to cancel within 14 days, request refunds for unfit services, or escalate complaints to the Commerce Commission. Any term in Cerebral's conditions that attempts to remove these rights is unenforceable. If Cerebral refuses your legitimate refund request, the Commerce Commission and Consumer NZ are your official escalation routes.
How to escalate if Cerebral refuses
If Cerebral denies your refund request, document everything: your cancellation request date, the method you used to submit it, and all responses from Cerebral support. Save screenshots of your account, billing records, payment history, and every email or message exchange with Cerebral staff. This evidence becomes essential if you file a formal complaint with the Commerce Commission or seek assistance from Consumer NZ. Yafee recommends keeping this documentation for at least three years in case a dispute arises later.
Where and how to cancel Cerebral
Your cancellation route depends entirely on where you signed up; each platform operates its own billing system with distinct processes.
Cancel through cerebral's website
This is the most straightforward route if you subscribed directly via cerebral.com, as you control the entire process through your account dashboard.
- Visit cerebral.com and sign in with your email address and password.
- If you have forgotten your password, click "Forgot password" and follow the email reset link.
- Navigate to your account settings or subscription management section, typically located under "Account," "Settings," "Profile," or "Manage Subscription."
- On the mobile app, this is usually accessed via a menu icon (three horizontal lines) or your profile avatar in the top-right corner.
- Locate and click the option labelled "Subscription," "Billing," "Manage Subscription," or "Cancel Subscription."
- Some account dashboards group this under "Billing and Payment Methods" or "Subscription Details."
- Review the cancellation summary, which should display your current billing date and the date your access will end.
- Cerebral may ask you to confirm your reason for leaving; this is optional, but providing feedback helps the company improve.
- Click the confirmation button to complete your cancellation request.
- You will receive an immediate on-screen confirmation; save this or take a screenshot as proof.
- Check your email within 10 minutes for a cancellation confirmation message from Cerebral.
- This email should include your cancellation date, final access date, and any refund details.
- If you do not receive this email, log back into your account and verify that your status shows "Cancelled" or "Cancellation Pending."
Cancel through apple app store
If you subscribed via the Apple App Store, you must manage your subscription through Apple, not through Cerebral directly. Apple handles billing independently, and your cancellation request goes to Apple first.
- On your iPhone, iPad, or Mac, open the App Store app.
- On a Mac running macOS 11 (Big Sur) or later, the App Store is a separate application in your Applications folder.
- Tap or click your profile icon (usually a circle with a silhouette or your initials) in the top-right corner.
- On older iOS versions, this may be labelled "Accounts."
- Select Subscriptions from the dropdown menu.
- A list of all your active app subscriptions will appear.
- Find and tap Cerebral in the subscriptions list.
- If Cerebral does not appear, it means you do not have an active subscription through the App Store.
- Tap Cancel Subscription or Edit Subscription.
- A confirmation screen will appear showing your current billing date and renewal date.
- Confirm cancellation by selecting Confirm or Yes.
- You will see an immediate on-screen message confirming the cancellation has been processed.
- Your access to Cerebral will end on your current billing cycle's last day; you will retain access until midnight on that date.
Cancel through google play store
If you subscribed via Google Play, Google manages your billing separately from Cerebral. You must cancel through Google Play on your Android device or web browser.
- On your Android device or at play.google.com, navigate to Google Play.
- On your device, open the Play Store app; on the web, log into your Google Account and visit play.google.com.
- Tap or click your profile icon (top-right corner) and select Manage my subscriptions.
- You will see a list of all active subscriptions linked to your Google Account.
- Locate Cerebral in the subscriptions list and tap or click it.
- The subscription details page will display your next billing date and subscription plan.
- Tap or click Cancel subscription.
- Google may prompt you to confirm your cancellation reason; this is optional but helpful for Google's records.
- Follow the on-screen prompts to finalise your cancellation.
- You will receive a confirmation message immediately on the screen.
- Google will send you a confirmation email shortly after.
- Verify your Cerebral access ends on your current billing cycle's final day.
- You retain full access to Cerebral until that date; after midnight, your access will be revoked.
Refunds and what happens after you cancel
Understanding your refund entitlements and what occurs after cancellation prevents unwanted surprises.
Refund eligibility within 14 days
If you cancel within 14 days of your initial signup, you qualify for a full refund under New Zealand's Consumer Guarantees Act. Cerebral must process this refund to your original payment method within 14 days of receiving your cancellation request. If Cerebral disputes this, remind them that the 14-day cooling-off period is a legal requirement, not a company policy.
Yafee recommends requesting your refund explicitly in writing (email works) if Cerebral does not automatically issue one. State clearly: "I am cancelling within 14 days of purchase and request a full refund as required by the Consumer Guarantees Act 1993."
Refunds after the 14-day window
After 14 days, Cerebral is not legally obligated to refund your subscription fee for the current billing period. However, you may still be entitled to a refund if you can prove the service failed to meet acceptable quality standards or was unfit for purpose. For example, if Cerebral's clinicians were unavailable, the app crashed repeatedly, or you could not access care despite paying, you have a valid claim under the Consumer Guarantees Act.
Your access after cancellation
When you cancel, your access ends on the last day of your current billing cycle. Cerebral will not charge you again, but you will retain full use of the platform until midnight on your final day. After that date, logging in will be impossible, and your account information may be retained or deleted according to Cerebral's privacy policy.
Reactivating your account
If you cancel and later decide to return to Cerebral, you must sign up again as a new subscriber. Cerebral typically does not restore cancelled accounts; you will go through the full onboarding process and billing cycle once more. Yafee advises thinking carefully about whether you might return before cancelling, as resubscribing incurs fresh setup processes and potential waiting times to access a clinician.
Common cancellation mistakes to avoid
Cancelling correctly the first time saves time, money, and frustration. Many users make preventable errors that result in unwanted charges.
Missing your cancellation deadline
Your single biggest risk is failing to cancel before your next billing date. If your renewal is on the 15th and you submit your cancellation request on the 15th after midnight, you will be charged again. Set a calendar reminder at least three days before your billing date, and submit your cancellation during business hours to ensure Cerebral processes it in time. Yafee recommends taking a screenshot of your confirmation to prove you cancelled on time if a dispute arises.
Confusing your signup platform
Do not attempt to cancel through your Cerebral account dashboard if you signed up via Apple App Store or Google Play. You will not find a cancellation button there because Apple and Google control your billing. Conversely, if you subscribed directly through cerebral.com and you cancel through the App Store, your Cerebral account will remain active and you may be charged again. Identify exactly where you subscribed before you begin cancellation. Check your first confirmation email or your payment method's billing history if you are unsure.
Assuming automatic refunds occur
Cerebral does not automatically refund fees outside the 14-day window. If you believe you are entitled to a refund (for example, the service was unavailable or unfit), you must request it in writing. A simple cancellation request does not trigger a refund claim. Send an email to Cerebral's support team stating your grounds for a refund, and keep a copy for your records. If Cerebral refuses, escalate to the Commerce Commission with your evidence.
Deleting the app instead of cancelling
Deleting the Cerebral app from your phone does not cancel your subscription. Your recurring billing continues unless you formally cancel. You must complete the cancellation steps outlined in this guide to stop charges. Yafee has assisted users who lost months of fees because they believed deleting the app was sufficient.
Cerebral pricing in new zealand
Cerebral's pricing structure varies based on your care plan and whether you have chosen ongoing therapy, psychiatry, or both. The table below reflects typical NZD pricing as of the publication date; confirm current rates on cerebral.com before subscribing.
| Plan type | Price per month (NZD) | Typical clinician access |
|---|---|---|
| Therapy only | $99-$149 | Licensed therapist |
| Psychiatry only | $129-$199 | Psychiatrist or nurse practitioner |
| Therapy plus psychiatry | $199-$299 | Both therapist and psychiatrist |
| Psychiatry with med management | $149-$249 | Psychiatrist with prescription oversight |
| Crisis or ad hoc sessions | $49-$99 per session | Therapist or clinician (no monthly plan) |
Prices vary based on availability in your region and clinician demand. Yafee recommends confirming your exact monthly charge before committing, as add-ons (extra sessions, prescription handling, or insurance integration) may increase your bill.
Reasons to cancel Cerebral and when you should reconsider
You may have valid reasons to cancel, or you might benefit from pausing or adjusting your plan instead.
Strong reasons to cancel
Cancel if you have completed your mental health treatment and no longer need ongoing support. Cancel if you cannot access a clinician within your timeframe or if the service quality has declined. Cancel if the cost is unaffordable or if you have found a more suitable provider. Cancel if Cerebral's support team is unresponsive or if technical issues prevent you from using the platform. All of these are legitimate grounds for cancellation, and most are also valid refund claims if the service failed to deliver what you paid for.
When to pause instead of cancel
If you need a temporary break but intend to return, ask Cerebral about account suspension or a pause option rather than full cancellation. Some teletherapy services allow you to freeze your subscription for a set period, then resume without restarting onboarding. Cerebral does not currently offer this widely, but it is worth checking with their support team. If no pause option exists, cancelling and resubscribing later is your only choice, though you may face waiting times and clinician reassignment.
Contacting Cerebral for cancellation support
If you encounter problems during cancellation or need to escalate a refund request, you must contact Cerebral directly. Cerebral's primary support channels are via their in-app messaging system and email.
Cerebral's contact details for cancellations
For written cancellation requests or refund claims, use this mailing address:
Cerebral Inc.
Attn: Cancellations and Billing
San Francisco, CA 94105
United States
This is the official address listed in Cerebral's Terms and Conditions for mailed correspondence relating to cancellations or billing disputes. Include your full name, account email, the date you wish to cancel, and any refund request details. Send the letter via registered post so you have proof of delivery.
For faster responses, email Cerebral's support team through your in-app messaging system or request email contact details when you log into your account dashboard. Keep all correspondence as evidence if you need to file a complaint with the Commerce Commission later.
Escalating to the commerce commission
If Cerebral refuses your cancellation or refund request and you believe they have breached the Consumer Guarantees Act or Fair Trading Act, file a complaint with the Commerce Commission. Yafee advises providing them with copies of all emails, screenshots of your account, your billing history, and a clear explanation of why you believe Cerebral has violated your consumer rights. The Commerce Commission can investigate and take enforcement action if warranted.
Cancellation checklist and summary
Use this checklist to ensure you cancel correctly and retain evidence of your request.
| Step | Completed | Notes |
|---|---|---|
| Identify where you subscribed (website, Apple, Google) | ☐ | Check your first confirmation email or payment history |
| Note your next billing date | ☐ | Found in account dashboard or billing page |
| Cancel at least 24 hours before that date | ☐ | Follow the platform-specific steps above |
| Take a screenshot of the cancellation confirmation | ☐ | Essential proof of cancellation |
| Save the confirmation email from Cerebral | ☐ | Check spam folder if not in inbox |
| Verify no charge on your next billing date | ☐ | Check your bank or card statement |
Key takeaways: your path to cancelling Cerebral
Cancelling Cerebral requires you to act within a specific timeframe, identify your signup platform, and follow the correct cancellation process. Your consumer rights under New Zealand law are stronger than Cerebral's terms may suggest; you are entitled to a refund within 14 days and may claim refunds for unfit services thereafter.
Set your cancellation reminder now if you have decided to leave. Submit your request at least 24 hours before your next billing date through the platform you used to subscribe (cerebral.com, Apple App Store, or Google Play). Save all confirmation messages and screenshots, as these protect you if a billing dispute arises.
If Cerebral refuses your cancellation or denies a refund you believe you are entitled to, escalate to the Commerce Commission with your evidence. Yafee has helped thousands of consumers cancel subscriptions successfully and recover refunds they were owed; our guides and direct support ensure you understand your legal position and take action confidently.
For further guidance on this process or other subscription cancellations, visit Yafee.com, where our legal specialists provide step-by-step cancellation support tailored to New Zealand consumer law. Yafee's platform makes cancellation clear, straightforward, and legally sound.
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