How to cancel Hers in new zealand: your complete guide to stopping telemedicine charges

What Hers is and how it works

Hers is a United States-based telemedicine platform that delivers prescription treatments for hair loss, weight management, sexual health, and wellness conditions directly to your door. You complete a medical questionnaire online, receive a remote assessment from a licensed healthcare provider, and then collect your prescribed treatment by post from the United States to your New Zealand address. The entire process operates through mobile apps and web checkout, with automatic subscription renewals at the end of each billing cycle.

The critical point you must understand is this: your payment method determines how you cancel. If you subscribed through Apple's App Store, Google Play, or Hers' own website, each platform requires a different cancellation procedure. Cancelling your Hers account alone does not stop your charges, which is why thousands of New Zealand customers contact Yafee seeking clarity on this exact distinction.

How Hers billing works for new zealand customers

Hers charges you in United States dollars (USD), and your New Zealand bank applies foreign exchange conversion fees on top of the treatment cost. Subscription renewals occur automatically unless you actively intervene before your next billing date. Shipping from the United States to New Zealand typically takes two to four weeks, and you will incur postage costs in addition to treatment fees.

Your cancellation method depends entirely on where your initial purchase occurred. This is not ambiguous; it is a strict legal requirement under payment platform terms of service. Yafee has helped thousands of New Zealand subscribers navigate this critical distinction, and we emphasise it here because most customers overlook it initially.

Services Hers offers

Hers prescribes treatments including finasteride and minoxidil for male pattern baldness, oral medications for female hair loss, semaglutide or tirzepatide for weight management, sildenafil for sexual health, and general wellness products. Licensed healthcare providers conduct your initial consultation and ongoing assessments remotely through the app. Products are manufactured to prescription and shipped on a schedule matching your chosen plan length: monthly, three-monthly, six-monthly, or annual prepayment options.

Your legal position as a new zealand consumer

Your cancellation rights are protected under the Consumer Guarantees Act 1993 (the "Act"), which applies to all remote sales to New Zealand consumers, regardless of the seller's location.

Under the Act, you have the right to cancel your subscription within a reasonable time if Hers fails to provide services as described or if the treatment does not match your reasonable expectations. Additionally, the Fair Trading Act 1986 prohibits misleading or deceptive conduct, including hidden automatic renewal clauses. If Hers continues to charge you after you have submitted a valid cancellation request, you can lodge a complaint with the Commerce Commission, New Zealand's regulatory authority for consumer protection.

Your legal position is strong: you do not forfeit your rights simply because Hers operates from the United States. New Zealand consumer law applies to all transactions completed by New Zealand residents, and Yafee specialises in helping consumers enforce these protections. Consequently, if Hers refuses to honour your cancellation request, you have a formal escalation pathway through the Commerce Commission.

Consumer guarantees act protections

The Consumer Guarantees Act provides that goods and services supplied to you must be of acceptable quality, fit for purpose, and safe. If Hers prescribes a treatment that causes unexpected side effects or fails to deliver promised results within a reasonable timeframe, you can request a refund under this Act. Furthermore, if Hers misrepresents the availability of treatments or the timeframe for delivery, that breach entitles you to cancel and reclaim payments made.

The Act does not require you to pursue the seller's internal dispute process first; you can proceed directly to the Commerce Commission if Hers disputes your cancellation or refuses a refund.

Why new zealand customers cancel Hers

Cancellation decisions typically stem from cost, treatment outcomes, or lifestyle changes, and understanding these common triggers will help you assess your own situation.

Reasons to cancel Hers

Expense is the primary driver. Hers charges in USD, and your New Zealand bank applies exchange-rate markups; a USD 100 monthly subscription can exceed NZD 180 after conversion and international payment processing fees. International postage from the United States adds another NZD 25 to NZD 50 per shipment. Over twelve months, this escalates rapidly, making Hers unaffordable for many New Zealand budgets.

Treatment efficacy also prompts cancellation. Some customers achieve their hair loss or weight loss goals within three to six months and no longer need ongoing prescriptions. Conversely, others find treatments ineffective or experience side effects such as headaches, sexual dysfunction, or hair shedding and prefer to explore alternatives through their local GP.

Delivery delays frustrate many subscribers. Standard international post from the United States to New Zealand takes two to four weeks, meaning you must order well in advance to avoid gaps in treatment. Prepaid annual plans lock you into long-term expense even if your circumstances change.

Reasons to continue your Hers subscription

Hers remains worthwhile if you value privacy for sensitive health conditions, prefer avoiding in-person GP appointments, or live in a remote area with limited pharmacy access. The convenience of app-based prescription renewals without repeated doctor visits appeals to customers managing chronic conditions like hair loss. If treatments have delivered measurable results (hair regrowth or sustained weight loss), the cost may justify continuation.

Before you cancel, consider contacting Hers support to request a temporary pause, price reduction, or extended payment plan. If cost is your primary concern, a pause may be cheaper than restarting consultations later.

How to cancel Hers depending on your payment method

Your cancellation procedure depends on which platform processed your initial payment; follow the correct pathway for your subscription source.

Cancel Hers through apple app store (iOS devices)

If you purchased your Hers subscription on an iPhone or iPad via Apple's App Store, you must cancel through Apple Settings, not through the Hers app itself.

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the Settings menu to access your Apple ID profile.
3. Select Subscriptions from the menu options.
4. Find Hers in your active subscriptions list.
5. Tap Hers and then select Cancel Subscription.
6. Confirm the cancellation by tapping Confirm or Yes when prompted.
7. Apple will display a cancellation confirmation on screen; screenshot this for your records.
8. Your Hers subscription will cease at the end of your current billing cycle; you will retain access until that date.

Apple processes cancellations within 24 hours. Hers will not charge you again after your final billing date, but you must verify the cancellation was accepted by checking your subscriptions list again after one hour.

Cancel Hers through google play store (Android devices)

If you subscribed via Google Play on an Android phone or tablet, you must cancel through Google Play, not the Hers app.

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Select Payments and Subscriptions, then Subscriptions.
4. Locate Hers in your list of active subscriptions.
5. Tap Hers and select Cancel Subscription.
6. Choose your cancellation reason from the dropdown menu (this helps Google track consumer issues).
7. Tap Continue and then Confirm Cancellation.
8. Google Play will email you a cancellation confirmation within 30 minutes.

Your subscription ends at the end of your current billing period. Google retains a record of your cancellation in your account history, which you can use as evidence if disputes arise later.

Cancel Hers via the website or direct payment

If you subscribed directly through Hers' website using a credit card, debit card, or PayPal account, you must cancel through your Hers account dashboard.

1. Visit the Hers website and log into your account using your email address and password.
2. Navigate to Account Settings or My Account (usually found in a menu icon or dropdown in the top right corner).
3. Select Subscription or Billing Settings.
4. Locate the option to Manage Subscription or View Active Subscriptions.
5. Click or tap Cancel Subscription.
6. Hers will ask you to select a cancellation reason; provide honest feedback to help improve the service.
7. Confirm your cancellation by clicking or tapping the final confirmation button.
8. Hers will display a confirmation message on screen and send an email confirmation to the address on file.

If the cancellation button does not appear or you cannot locate your subscription settings, contact Hers support directly by email or the in-app chat feature. Request written confirmation of your cancellation request and retain all correspondence for your records.

Cancel Hers if you cannot access your account

If you have forgotten your login credentials or lost access to your email address, you must still complete cancellation before taking payment action.

1. Use the Forgot Password link on the Hers login page to reset your password via your registered email.
2. If you cannot access the email address associated with your account, contact Hers support immediately and provide your full name, date of birth, and the phone number or card ending digits used for payment.
3. Request that Hers cancel your subscription via email confirmation and provide a refund if applicable.
4. If Hers does not respond within five business days, proceed to contact your payment provider (Apple, Google, or your bank) directly to report the unauthorised recurring charge.

Your payment provider is legally obliged to reverse unauthorised recurring charges if you report them within 120 days of the charge date under New Zealand banking standards.

Refunds and what you should expect after cancellation

Your refund eligibility depends on when you cancel relative to your next billing date and whether you have unused prepaid credits.

Refund eligibility under consumer guarantees act

If you cancel before your next billing date, you will not be charged again; no refund is necessary because the charge has not yet occurred. However, if Hers has already charged you for a renewal and you cancel immediately after, you have 120 days to request a refund under the Consumer Guarantees Act if the service failed to meet your expectations or if Hers misrepresented the treatment.

If you prepaid for annual treatment and cancel after two months, the Consumer Guarantees Act does not automatically entitle you to a full refund; instead, Hers may offer a pro-rata refund for unused months at its discretion. Nevertheless, if Hers failed to deliver services as described or if treatments caused harm, you can escalate to the Commerce Commission and request compensation.

What happens to your Hers account after cancellation

After cancellation, your Hers account remains accessible for 30 days; you can view your prescription history and download past consultations if needed. After 30 days, Hers will archive your account and you will no longer see it in your dashboard. Hers does not automatically delete your personal data, but you can request full deletion by contacting support.

Prescriptions issued before your cancellation date remain valid for the period specified by your prescribing doctor (typically six to twelve months). You can still fill these prescriptions at a New Zealand pharmacy or through an alternative telemedicine provider, but Hers will not process automatic renewals.

Timeline for refund processing

If Hers approves a refund, it will be returned to your original payment method. Apple and Google typically process refunds within 5 to 10 business days. Direct bank transfers may take 3 to 5 business days. Check your bank account or payment app's transaction history to confirm receipt. If a refund does not appear after 15 business days, contact your payment provider's customer service immediately and provide your cancellation confirmation number.

Pricing, subscription plans, and typical costs for new zealand customers

Understanding Hers' pricing structure will help you calculate your total outlay and assess whether the service remains value for money before cancelling.

Exchange rates fluctuate daily, so your actual NZD cost may vary by 5 to 15 percent. International payment processing fees (1 to 3 percent) are charged by your bank in addition to the exchange-rate markup. Consequently, your true monthly expense for Hers in New Zealand typically exceeds the USD price by 20 to 35 percent.

Common mistakes that delay or prevent cancellation

You are not alone if your cancellation attempt has failed; we have seen thousands of New Zealand subscribers encounter preventable barriers, and we will walk you through the most frequent missteps.

Cancelling in the Hers app instead of through your payment platform

The most common error is attempting to cancel your Hers subscription by deleting the app, disabling app notifications, or requesting cancellation through in-app support. None of these methods stop your charges. You must cancel through Apple Settings, Google Play, or the Hers website account dashboard, depending on where you paid. In-app support can assist, but they cannot process the actual cancellation; they can only direct you to the correct platform.

Cancelling after your billing date

If you cancel after Hers has already charged you for a renewal, you have entered a new billing cycle. Cancelling immediately after the charge goes through will prevent the next renewal, but you will not receive a refund for the charge that just occurred. To avoid this, cancel at least three days before your renewal date. You can find your renewal date in your subscription settings on Apple, Google Play, or your Hers account dashboard.

Assuming cancellation is immediate

Cancellation takes effect at the end of your current billing cycle, not immediately. If you cancel on day one of a monthly plan, you retain access and will not be charged again in 29 days, but your access continues until day 30. This is not a delay; it is how subscription law works across all platforms. If you need immediate access termination, contact Hers support and request manual account deactivation.

Not retaining cancellation confirmation

Always screenshot your cancellation confirmation screen immediately after cancelling. If a dispute arises and Hers claims you never cancelled, you will have timestamped proof. Apple and Google send confirmation emails; save these in a folder labelled "Subscription Cancellations" for future reference. Yafee advises all customers to maintain a simple folder of cancellation confirmations in case you need to escalate to the Commerce Commission.

Checking your cancellation was successful

Verification is essential because payment platform glitches occasionally fail to process cancellations correctly, and Hers may continue charging you without notification.

Verify through your payment platform

Log back into Apple Settings, Google Play, or your Hers account 24 hours after cancelling. Check that Hers no longer appears in your active subscriptions list. If it still shows as active, repeat the cancellation process and contact support immediately. Yafee recommends performing this check before your next expected billing date so you have time to dispute any unauthorised charges.

Monitor your bank or payment app

Check your bank account or payment app's transaction history on the day your previous renewal was due. If no charge from Hers appears, cancellation was successful. If a charge does appear despite your cancellation confirmation, contact your bank or payment provider (Apple, Google) immediately and report an unauthorised recurring charge. You have the right to request a chargeback and freeze future transactions from Hers.

Confirm no follow-up communication

After cancellation, Hers should send you a final confirmation email within 48 hours. If you do not receive this email, check your spam folder. If the email is genuinely missing, contact Hers support and request written confirmation that your subscription has been terminated. Do not rely on verbal promises or chat-based confirmations; insist on email confirmation that you can screenshot and save.

If Hers continues charging after cancellation

If Hers charges you despite a valid cancellation, you have clear legal remedies under New Zealand law.

Step 1: contact Hers support immediately

Email Hers support with your cancellation confirmation screenshot and the date of the unauthorised charge. Provide your account email, full name, and the exact amount charged. Request a full refund to your original payment method within five business days and ask for written confirmation that your account is now permanently cancelled. Retain all correspondence with Hers for your records.

Step 2: contact your payment provider or bank

If Hers does not refund within five business days, contact your bank, Apple, or Google directly. Report the charge as unauthorised and provide your cancellation confirmation as evidence. Your payment provider will reverse the charge and may freeze future transactions from Hers to prevent recurrence. This process typically takes 5 to 10 business days.

Step 3: escalate to the commerce commission

If your payment provider refuses to reverse the charge or if Hers disputes your cancellation, lodge a formal complaint with the Commerce Commission, New Zealand's consumer protection authority. The Commission investigates breaches of the Fair Trading Act and the Consumer Guarantees Act. Provide your cancellation confirmation, all email correspondence, and your bank statements showing the unauthorised charges. The Commission will contact Hers on your behalf and compel them to refund you if the charge violated your rights.

The Commerce Commission's website (www.comcom.govt.nz) includes a complaints portal where you can submit your case online free of charge. This is your most powerful tool if Hers refuses to honour your cancellation or refund request.

Checklist: before, during, and after cancellation

Use this checklist to ensure you have completed every necessary step and protected your legal position.

Getting help if cancellation remains difficult

If you have followed every step above and Hers still refuses to cancel or continues charging you, Yafee offers free guidance on escalating your complaint to the Commerce Commission and documenting your case for potential litigation.

Yafee specialises in contract disputes involving overseas suppliers and telemedicine platforms. Our team has helped thousands of New Zealand consumers resolve billing disputes, forced refunds, and chargebacks when companies ignored cancellation requests. Visit Yafee (yafee.com) and submit your case details; we will review your correspondence with Hers and advise you on your next steps under Consumer Guarantees Act law.

Your cancellation rights are protected by New Zealand law regardless of Hers' location. You do not have to accept persistent billing after a valid cancellation request, and the Commerce Commission has the power to compel refunds and penalise Hers if they have breached consumer law.

Contacting Hers for support or cancellation enquiries

If you need to contact Hers support directly-whether to request a pause, negotiate a refund, or escalate a cancellation that failed-use these channels.

Hers support email address

Send cancellation enquiries, refund requests, or account access issues to Hers' support email. The company typically responds within 24 to 48 hours during business hours. In your email, include your full name, account email address, date of birth, and the last four digits of the card used for payment so Hers can locate your account quickly.

In-app support chat

If you still have access to the Hers app, open the support or help section and use the live chat feature. Note that in-app support cannot process cancellations directly; they will direct you to your payment platform. However, they can assist with account access issues, refund requests, or escalations to management.

Hers mailing address for formal written notice

You may also send a formal written cancellation notice to Hers' corporate address in the United States. Although Hers does not maintain a specific New Zealand postal office, sending written notice to the U.S. head office creates a legal paper trail if you later need to escalate to the Commerce Commission. Address your letter as follows:

Hers Health
[Corporate address: consult Hers website for current mailing address]
Attn: Customer Service / Cancellation Department

Send your letter by registered post and request a delivery signature. Include a photocopy of your cancellation confirmation, your account email, and a statement requesting immediate termination of all charges. Retain the registered post receipt for your records.

Summary: take action now to stop Hers charges

Cancelling your Hers subscription in New Zealand is straightforward once you identify your payment platform-Apple App Store, Google Play, or Hers website-and follow the correct cancellation procedure. Your legal rights are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986; New Zealand law applies to all Hers transactions regardless of the company's U.S. location. If Hers refuses to honour your cancellation or continues charging you after you have submitted a valid request, escalate to the Commerce Commission and request a refund or chargeback.

Yafee has helped thousands of New Zealand consumers cancel unwanted subscriptions, recover unauthorised charges, and enforce their legal rights against overseas suppliers. Visit Yafee.com today to access free resources, submit your case for review, and receive expert guidance on cancelling Hers or disputing charges if your cancellation has failed. Do not pay another dollar to Hers if you no longer wish to use the service; your cancellation rights are absolute under New Zealand law, and Yafee stands ready to help you enforce them.