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Frequently asked questions
Cancel Curable: The Right Way
How to cancel Curable and claim your refund in new zealand
Understanding Curable and why cancellation matters
Curable is a digital health platform that delivers pain-management programs, wellness tools, and telehealth consultations to New Zealand users. The service operates through multiple channels: a mobile app (iOS and Android), web-based consultations, and pharmacy services. If your subscription no longer meets your needs, you have clear legal rights under New Zealand consumer law to cancel and pursue a refund. Yafee helps thousands of New Zealand consumers navigate digital health cancellations every year, and this guide walks you through the exact process for Curable.
What services does Curable offer
Curable delivers self-guided digital health programs, one-on-one video consultations with healthcare professionals, and access to pharmacy products through a partner channel. You may have subscribed to the mobile app alone, booked consultations through their web portal, or purchased health items through their pharmacy service. Each subscription type operates on a different billing cycle and cancellation pathway, so identifying your specific subscription method before you act is essential.
Where Curable operates and what this means for you
Curable's parent company is based in the United States, but the service is available to New Zealand residents. The company does not maintain a dedicated postal address in New Zealand, which means you must submit cancellation requests via email or through their U.S. contact channels. This geographic separation is important: it shapes how you send your cancellation notice and how you track proof of delivery. Yafee recommends keeping email records of every communication with Curable's support team.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 protects you when you purchase services, regardless of where the service provider is based. Your legal position is strong, and understanding this foundation strengthens your cancellation request.
What the consumer guarantees act covers
Under the Consumer Guarantees Act 1993, services must be delivered with due care and skill, fit for the purpose for which you bought them, and safe to use. Curable's subscription falls within this legal framework. If the service fails to deliver on these guarantees, if it doesn't work as described, or if you were misled about what you were paying for, you have the legal right to cancel and claim a refund. The Act also protects you against misleading or deceptive conduct by the provider.
Your legal position: You are entitled to cancel a Curable subscription if: (a) the service does not meet the standard of due care and skill; (b) it is not fit for purpose; (c) you were misled about its features or cost; or (d) you are exercising your statutory right to cancel within any applicable cooling-off period. The Commerce Commission enforces these rights on behalf of New Zealand consumers.
What to do if Curable refuses your cancellation
If Curable does not respond to your cancellation email within 14 working days, or if they refuse to cancel when you have legal grounds to do so, escalate your complaint to the Commerce Commission. Visit comcom.govt.nz and file a formal complaint. Document everything: the date you sent your cancellation request, the email address you sent it to, any response Curable provided, and the reason you believe you have the right to cancel. The Commerce Commission investigates overseas companies and enforces the Consumer Guarantees Act. Yafee advises that persistence and documentation are your strongest tools.
How to cancel Curable: step-by-step methods
Your cancellation process depends on which subscription type you hold. Follow the exact steps for your platform below.
Cancelling your iOS app subscription
If you subscribed to Curable through Apple's App Store, you must cancel through your Apple account, not directly with Curable. Apple manages the billing relationship and handles the cancellation.
- Open the Settings app on your iPhone or iPad.
- Scroll down and tap your name at the top of the screen.
- Tap Subscriptions.
- You will see a list of all active app subscriptions linked to your Apple ID.
- Find Curable Health in the list and tap it.
- If you do not see Curable listed, it may already be cancelled.
- Tap Cancel Subscription, then confirm your choice when prompted.
- Apple will display a cancellation confirmation screen.
- Screenshot the confirmation date and save it to your records.
- Apple will stop billing you at the end of your current billing cycle, even though you cancelled today.
- Check your email for a cancellation receipt from Apple within 24 hours.
- This email serves as proof of cancellation.
Cancelling your android or google play subscription
Android users who subscribed through Google Play follow a similar process. Google Play handles the subscription and billing, so you cancel through your Google account.
- Open the Google Play Store app on your Android device.
- Ensure you are logged into the Google account used for the subscription.
- Tap your profile icon in the top right corner and select Account.
- This opens your Google Play account settings.
- Tap Manage subscriptions.
- You will see all active Google Play subscriptions.
- Find Curable Health and tap it.
- Select Cancel subscription.
- Confirm your cancellation when prompted.
- Google will display a confirmation message with the date your access ends.
- Save a screenshot of the cancellation confirmation.
- Google will send an email confirmation to your account email address within 24 hours.
Cancelling a web-based consultation subscription
If you booked consultations or subscribed directly through Curable's website (consult.curable.care or their main platform), you must contact Curable's support team by email.
- Draft a cancellation email addressed to Curable's support team.
- Include your full name, email address, and subscription account number (if you have it).
- Clearly state that you wish to cancel your subscription effective immediately.
- Include the date you began the subscription and any reason for cancellation (optional but helpful).
- Send your email to Curable's support address.
- Use [email protected] or [email protected]. If these addresses are incorrect, check Curable's website for the current support email.
- Send from the email address registered to your Curable account.
- Use tracked email (request a read receipt) so you have proof of delivery.
- Wait for a response within 14 working days.
- Curable should confirm cancellation and provide details about any refund due.
- Save all email correspondence.
- Keep the original cancellation email, Curable's response, and any refund confirmation emails in a secure folder.
- If you do not receive a response within 14 days, escalate to the Commerce Commission (see section below).
- Include copies of your cancellation email and proof of delivery in your Commerce Commission complaint.
Cancelling pharmacy or health product orders
If you made a one-off purchase through Curable's pharmacy channel (not a subscription), different rules apply. For single purchases, you have seven working days to request a return or refund under the Consumer Guarantees Act. Contact Curable's support team by email with your order number and reason for return.
Understanding curable's refund and billing timeline
The time it takes to process your refund depends on your subscription platform and Curable's refund policy. Yafee recommends understanding these timelines upfront so you can plan your finances accordingly.
Refund processing for app-based subscriptions
If you cancelled an iOS or Android subscription through Apple or Google Play, your refund depends on how long ago the charge was made. Apple and Google typically offer refunds within 30 days of purchase if you did not actively use the service. If your subscription was charged more than 30 days ago, Apple and Google may still approve a refund if you request it, but this is discretionary. Submit refund requests directly through the App Store or Google Play, not through Curable.
Refund processing for web-based subscriptions
When you cancel a web-based Curable subscription, the company should process your refund within 14 to 21 working days. Curable will credit the money back to the original payment method (credit card, debit card, or PayPal account). If you do not see the refund after 21 working days, contact Curable again and ask for a status update. Keep your cancellation email and refund confirmation in your records until the money appears in your account.
| Subscription type | Cancellation platform | Refund timeline | Proof you need |
|---|---|---|---|
| iOS app (App Store) | Apple account settings → Subscriptions | 30 days (discretionary thereafter) | Screenshot of cancellation; Apple email receipt |
| Android app (Google Play) | Google Play Store → Account → Subscriptions | 30 days (discretionary thereafter) | Screenshot of cancellation; Google confirmation email |
| Web portal or consultations | Email Curable support | 14-21 working days | Cancellation email; Curable refund confirmation |
| Pharmacy or one-off purchase | Email Curable support with order number | 14-21 working days | Original order receipt; return authorization |
What happens after you cancel
Cancelling your subscription is not the end of the process. You may still have access to Curable's platform for the remainder of your paid billing period, and you need to verify that cancellation took effect.
Checking that cancellation went through
After you cancel, check your account one week later to confirm the subscription no longer appears active. For app subscriptions, return to Settings (iOS) or Google Play (Android) and verify Curable is no longer listed under Subscriptions. For web-based subscriptions, log into your Curable account and check that your active subscription has been marked as cancelled. If the subscription still appears active, contact support immediately.
Stopping recurring charges
Your cancellation takes effect at the end of your current billing period. If your billing date is 15 days away, you will continue to have access for those 15 days, but you will not be charged again after that date. If Curable charges you after your cancellation date, this is a breach of the Consumer Guarantees Act. Contact them immediately to request a refund of the unauthorised charge, and file a complaint with the Commerce Commission if they refuse.
Backing up your data
Before access ends, download or save any health data, progress reports, or programme materials you wish to keep. Many digital health platforms do not retain user data after cancellation, so retrieve what matters to you within your final billing period. Yafee advises that you own your health information and should keep copies independently of any platform.
Common mistakes to avoid when cancelling Curable
Most New Zealand consumers cancel digital health subscriptions without issue, but small errors can delay refunds or allow unwanted charges to continue. Be aware of these common pitfalls.
Mistake 1: cancelling through the wrong channel
If you subscribed through the App Store, cancelling through Curable's website will not work. Apple still owns the subscription relationship and will continue to charge your card. Always cancel through the platform you subscribed on: Apple for iOS, Google for Android, or directly with Curable for web subscriptions. Verify which platform holds your subscription before you cancel.
Mistake 2: not keeping proof of cancellation
Screenshots, email receipts, and confirmation messages are your evidence that you cancelled on a specific date. Without proof, Curable or your payment provider cannot investigate billing disputes. Save all cancellation confirmations to a folder on your computer or phone, and keep them for at least 12 months after cancellation.
Mistake 3: assuming access ends immediately
Cancelling your subscription does not cut off access to Curable instantly. You retain access through the end of your current billing cycle. If you expected immediate access loss and did not receive it, this is normal, not a problem. However, verify that you are not charged when the billing cycle ends.
Mistake 4: not following up on refunds
If Curable promised a refund but you do not see it after 21 working days, do not assume it went through. Contact Curable's support team with your cancellation confirmation and ask for a refund status. If they do not respond within 14 days, escalate to the Commerce Commission.
Your escalation path if Curable refuses to cancel
New Zealand consumer law gives you a clear pathway if Curable does not honour your cancellation request. Yafee advises that you understand this process so you can act decisively if needed.
Step 1: email Curable and document everything
Send a formal cancellation email to Curable's support address. In the subject line, write: "Subscription Cancellation Request - [Your Name] - [Date]". In the body, clearly state that you wish to cancel and cite the Consumer Guarantees Act 1993 if you believe the service has failed to meet its legal standards. Send from your account email and request a read receipt. If Curable does not respond within 14 working days, move to Step 2.
Step 2: send a final notice letter
If Curable does not respond to your first email, send a second email marked "Final Notice before Formal Complaint". Reiterate your cancellation request and state that you will lodge a complaint with the Commerce Commission if they do not respond within 7 working days. Keep a copy of this email.
Step 3: complain to the commerce commission
If Curable still does not respond or refuses to cancel, visit comcom.govt.nz and file a formal complaint. Upload copies of your cancellation emails, Curable's responses (if any), and any evidence that the service failed to meet Consumer Guarantees Act standards. The Commerce Commission will investigate and may force Curable to cancel your subscription and refund your money. This process typically takes 4 to 8 weeks.
Pricing overview for Curable subscriptions
Curable's pricing varies based on your subscription type and whether you are enrolled in a programme or using à la carte consultations. Understanding what you paid helps you calculate the refund you are owed.
| Subscription type | Typical cost (NZD) | Billing frequency | Cancellation difficulty |
|---|---|---|---|
| Curable Health app (monthly) | $9.99 - $19.99 | Monthly via App Store/Google Play | Easy (via app store) |
| Consultation credits (web-based) | $50 - $200 per package | One-off or monthly | Moderate (email required) |
| Pharmacy products (one-off) | Variable (typically $20 - $100) | Per-order | Easy (contact support with order number) |
| Corporate or enterprise subscription | Custom pricing | Annual or custom | Requires direct contact with Curable |
Comparing cancellation across similar health platforms
If you are considering whether to cancel Curable or switch to a competitor, Yafee has compared the cancellation processes of major digital health providers in New Zealand. This table shows how Curable stands against similar services.
| Platform | Cancellation method | Refund timeline | Consumer law protection |
|---|---|---|---|
| Curable | App store or email | 14-30 days | Consumer Guarantees Act 1993 |
| Telehealth provider (example) | Online account settings | 7-14 days | Consumer Guarantees Act 1993 |
| Fitness/wellness app | App store or app settings | 30 days | Consumer Guarantees Act 1993 |
| Pharmacy delivery service | Email or online | 14-21 days | Consumer Guarantees Act 1993 |
Contact details and where to send your cancellation
Submit your cancellation request to Curable using one of the following channels. Yafee recommends email as the most trackable method.
Email support channels
Send your cancellation email to [email protected] or [email protected]. If these addresses bounce, check Curable's official website or app for the current support email. Always send from the email address associated with your Curable account and request a read receipt to prove delivery.
U.S. corporate address
If email fails, you may send a certified letter to Curable's U.S. address. However, Yafee advises that postal mail takes significantly longer and provides less immediate proof of delivery. Email is your faster option. Curable does not maintain a postal address in New Zealand, so all physical correspondence must go to the United States.
In-app support
Some users report success submitting cancellation requests through the Curable app's help or settings menu. Log into your Curable account, navigate to Help or Settings, and look for a "Contact Support" or "Delete Account" option. This creates an in-app support ticket, which you can reference in follow-up emails if needed.
Summary and next steps
Cancelling a Curable subscription is straightforward if you follow the correct process for your subscription type. App-based subscriptions cancel through Apple or Google; web-based subscriptions require an email to Curable's support team. Keep all cancellation confirmations, monitor your refund timeline, and do not hesitate to escalate to the Commerce Commission if Curable refuses to cancel or process your refund within 21 working days.
Your rights under the Consumer Guarantees Act 1993 are strong. You are entitled to cancel if the service fails to meet legal standards, if it is not fit for purpose, or if you were misled about what you were buying. New Zealand law protects you regardless of where Curable's servers are located. Yafee has helped thousands of consumers cancel digital health subscriptions and claim refunds by following this exact framework. Start with Step 1 today, keep your records, and escalate promptly if needed. Your cancellation request should be honoured within 14 working days.