How to cancel Found in new zealand and protect your refund

What Found is and why you might cancel

Found is a subscription-based health and wellness platform that delivers personalised wellness plans to your phone or device. The service operates on a monthly or annual billing cycle, and you access it through the Found app or web portal. If you've signed up for Found in New Zealand, you hold specific consumer rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Understanding these rights before you cancel ensures you protect your money and your position.

Found's service model in new zealand

Found provides tiered subscription plans designed to help you track wellness goals, access professional guidance, and receive ongoing support through the app. You manage your subscription directly through the Found app, your app store account (Apple App Store or Google Play), or by contacting Found's support team. Billing typically occurs on the same day each month or year, depending on your plan. The service is marketed as convenient and flexible, but that flexibility only works in your favour if you know how to exit cleanly.

Common reasons to cancel Found

Users cancel Found for several reasons: the app interface doesn't suit their workflow, they're not seeing results quickly enough, they've found a competitor they prefer, unexpected charges appear on renewal, or they simply haven't used the service enough to justify the cost. Whatever your reason, cancelling is your right. Yafee recommends you document your reason before you start the cancellation process, as this can support a refund claim later if needed.

Your consumer rights under new zealand law

Your legal protection in New Zealand rests on two foundation statutes: the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These laws guarantee that services must be of acceptable quality, fit for purpose, and supplied with honest representations. If Found breaches these guarantees, you have the right to cancel, demand a refund, or lodge a complaint with the Commerce Commission.

Your legal position

Under the Consumer Guarantees Act 1993, if you discover Found does not deliver what was promised, or if services are of unacceptable quality, you have a statutory right to cancel within a reasonable timeframe and claim a refund. The Fair Trading Act 1986 prohibits misleading conduct, so if Found's marketing claims don't match the actual service, you can cite this breach when requesting cancellation. If Found refuses to honour your cancellation or refund request, you can escalate to the Commerce Commission (comcom.govt.nz) or seek help through your bank's dispute resolution process.

Your right to cancel within the cooling-off period

New Zealand does not have a universal statutory cooling-off period for digital services, but Found's own terms may offer one. Review Found's terms and conditions on their website immediately; they will state whether you have a 3-day, 7-day, or 14-day window to cancel for a full refund. If Found offers this window and you cancel within it, you must receive a refund. If Found does not offer a cooling-off window but the service breaches the Consumer Guarantees Act 1993, the law guarantees your right to cancel anyway. Yafee advises you to capture a screenshot of Found's terms before cancelling, as evidence of what was promised to you.

Cancellation methods for Found in new zealand

Found provides three primary cancellation routes: through the app, through your app store account, or by emailing Found's support team directly. The app method is fastest and most reliable; app store cancellation is secure but slower; email gives you a written record but requires you to follow up.

Cancelling through the Found app

This is the most direct route and creates an immediate digital record of your request.

1. Open the Found app on your phone or tablet.
   • Ensure you are logged into the account you wish to cancel.
   • If you are logged into the wrong account, log out and log back in under the correct email or user ID.
2. Navigate to your account settings.
   • Look for a menu icon (three horizontal lines) or a profile/user icon, usually in the bottom right corner.
   • Tap "Account," "Settings," "Profile," or "Your Account" depending on your app version.
3. Search for a "Cancel subscription," "Cancel membership," or "Manage subscription" option.
   • Scroll down if the option is not visible immediately.
   • If you see "Pause subscription" instead, you may have the option to pause before cancelling permanently; use this only if you want to temporarily freeze charges.
4. Review any exit survey or confirmation message, then confirm your cancellation.
   • Found may ask why you are leaving; you are not obligated to answer, but feedback helps them improve.
   • Do not close the app during this step; wait for a confirmation screen or message to appear.
5. Capture a screenshot of your cancellation confirmation.
   • Take a full-screen photo showing the date, time, and confirmation message.
   • Store this screenshot in a dedicated folder on your phone or in cloud storage for your records.
6. Wait for a cancellation confirmation email within 24 to 48 hours.
   • Check your inbox and spam folder.
   • If you receive no confirmation email after 48 hours, contact Found support using the method outlined below.

Cancelling through your app store account

If you subscribed to Found through Apple App Store or Google Play, you can cancel via your app store account. This method creates a transaction record held by Apple or Google.

1. On iPhone or iPad: Open the App Store app and tap your profile icon in the top right corner.
   • Tap "Subscriptions."
   • Find and tap "Found."
   • Tap "Cancel Subscription" and confirm.
2. On Android: Open Google Play, tap your profile icon, then tap "Payments and subscriptions."
   • Tap "Subscriptions."
   • Select "Found."
   • Tap "Cancel subscription" and confirm.
3. Capture a screenshot showing the cancellation confirmation from your app store.
   • This screenshot is proof of your cancellation request and is valuable if a dispute arises later.
4. Wait for confirmation from the app store and from Found within 24 to 48 hours.
   • Both organisations will send confirmation emails; check both your main inbox and spam folder.

Cancelling by email to Found support

If the app and app store methods fail, or if you prefer a written record, contact Found support directly by email. This creates a documented audit trail.

1. Locate Found's support email address on their website or in the app footer.
   • Common support addresses are [email protected], [email protected], or a contact form on their website.
   • If you cannot find an email, use an in-app contact or chat feature and request the support email address.
2. Write a clear cancellation email using this template:
   • "I request immediate cancellation of my Found subscription effective today. My account email is [your email]. Please confirm receipt of this request and provide a cancellation reference number within 24 hours. I expect no further charges after today's date."
3. Include any relevant order numbers, account IDs, or subscription dates in your email.
   • You can find these in your Found app under "Account" or "Billing."
4. Send the email and save a copy in a dedicated folder for your records.
   • Take a screenshot of the email before you send it, or use your email client's archive feature to store a copy.
5. Wait for a response within 24 to 48 hours.
   • If Found does not respond, send a follow-up email after 48 hours and reference your original request.
   • If Found still does not respond after 72 hours, escalate to the Commerce Commission (see below).

Timeline and refund expectations after cancellation

Understanding when your cancellation takes effect and when your refund arrives is essential to verify that Found has actually processed your request.

What happens immediately after cancellation

Once you confirm cancellation, Found stops access to the app or service within 24 to 48 hours. You will lose access to your plans, goals, and any progress stored in the app on the same day or the next business day. No further charges should appear on your account after your cancellation date. However, if your cancellation occurs fewer than 3 days before your next renewal date, Found may still charge you for that renewal; check Found's terms to confirm whether a pro-rata or partial refund applies in this scenario.

Refund timelines and conditions

If you cancel within Found's cooling-off period (usually 3 to 7 days), you are entitled to a full refund. Yafee advises that refunds typically process within 5 to 10 business days after cancellation, depending on your bank. If you cancel outside the cooling-off period, your entitlement to a refund depends on whether Found breached the Consumer Guarantees Act 1993 (for quality, fitness for purpose, or misleading conduct). In that case, refunds may take longer to process and may require an intermediary to assess your claim.

How to track your refund

Within 24 hours of cancellation, check your bank or credit card statement online. Your bank will show the cancellation as a pending reversal or credit. Contact your bank immediately if you do not see a reversal after 5 to 10 business days; your bank can flag the transaction and contact Found to recover the funds. If your refund does not appear after 14 days, escalate your complaint to the Commerce Commission with copies of your cancellation confirmation and bank statements.

Found subscription pricing and plan comparison

Understanding Found's pricing tiers helps you decide whether cancellation is the right choice or whether a downgrade is a better option.

Before you cancel, check whether Found allows a downgrade to a cheaper plan. Many users save money by downgrading rather than cancelling outright, which keeps the option to return later if circumstances change. However, if you are not using the app at all, cancellation is the correct choice.

Common mistakes to avoid when cancelling Found

Cancellation is straightforward if you follow the steps above, but a few traps can delay your refund or leave you still paying.

Forgetting to cancel through your app store account

If you subscribed through Apple App Store or Google Play, cancelling only in the Found app may not stop app store charges. Your app store account and the Found app operate independently. Always cancel through both channels: first the Found app, then your app store account. Yafee recommends you cancel through your app store first, as this is the primary charging point. Check both accounts within 48 hours to confirm both cancellations have processed.

Not capturing a cancellation confirmation screenshot

Without a screenshot or email confirmation, you have no proof you cancelled if Found disputes your account later or if a charge reappears. Immediately after cancellation, take a full-screen photo of the confirmation message, note the date and time, and store it securely. This is your most valuable piece of evidence if you need to file a complaint or claim a refund through your bank.

Cancelling a few days before your renewal date

If you cancel on day 27 of a 30-day cycle, Found may still charge you on day 30 before your cancellation takes full effect. Cancel at least 5 to 7 days before your renewal date to avoid a final surprise charge. Check your billing date in the Found app under "Account" or "Subscription," then set a calendar reminder to cancel at least one week earlier.

Assuming access stops immediately

Cancellation does not stop access instantly. You may retain app access for 24 to 48 hours after you confirm cancellation. Do not rely on losing access as proof that cancellation worked; instead, wait for a confirmation email or message from Found. Yafee advises you to check your bank statement 3 days after your next scheduled renewal date to confirm that no charge appears.

After cancellation: verification and dispute resolution

Your work does not end when you click "cancel." Verify that your cancellation has taken effect and that no unexpected charges appear.

Verify cancellation within 24 to 48 hours

Check your bank or credit card account online 24 hours after you submit your cancellation request. Look for any reversal, credit, or "pending" status related to Found. If you see no activity, send a follow-up email to Found asking for a cancellation confirmation reference number. Screenshot your bank statement and save it with your cancellation confirmation; this proves Found received and processed your request.

Monitor for surprise charges on your next renewal date

Mark your calendar with the date your subscription was originally set to renew. On that day and the two days after, log into your bank account and check for any Found charge. If a charge appears, note the exact amount, date, and transaction ID. Screenshot the transaction immediately; this is your evidence that Found ignored your cancellation.

If Found charges you after cancellation

Contact Found support immediately by email and by phone (if available). Include your original cancellation confirmation screenshot and ask for a refund within 24 hours. If Found does not refund you within 24 hours, contact your bank's dispute resolution team and submit a chargeback request. Provide your bank with your cancellation confirmation, email correspondence, and bank statement as evidence that you cancelled and Fund charged you in breach of your request.

Escalating to the commerce commission

If Found refuses to refund you or does not respond to your cancellation request after 7 days, lodge a formal complaint with the Commerce Commission (comcom.govt.nz). Include your cancellation confirmation, all email correspondence with Found, and your bank statement. The Commerce Commission enforces the Consumer Guarantees Act 1993 and Fair Trading Act 1986. A formal complaint can compel Found to refund you and may result in penalties against Found if they have breached consumer law. Yafee recommends you lodge a Commission complaint as your final step before pursuing legal action through a small-claims tribunal.

Found billing address and contact information

Found does not publish a formal postal address for subscription cancellation in New Zealand. Cancellation must proceed via the Found app, app store account, or email to Found support. If you require a physical address for formal legal correspondence, contact the Commerce Commission, and they can assist you in identifying Found's registered office. For immediate support, use the Found app's in-app chat or email [email protected] (or the address provided in your subscription confirmation email).

Summary table: cancellation methods and timeframes

Yafee has helped thousands of consumers cancel health and wellness subscriptions in New Zealand and recover refunds they were owed. By following this guide, capturing confirmation screenshots, and escalating to the Commerce Commission if Found refuses to cooperate, you protect your rights and your money. Cancellation is your right under New Zealand consumer law. Yafee ensures you exercise that right clearly, securely, and with confidence.