How to cancel Lose The Back Pain and protect your refund in new zealand

What Lose The Back Pain actually is

Lose The Back Pain is a wellness program created by the Healthy Back Institute, centred on non-surgical approaches to managing back pain at home. You receive access to physical DVDs, educational materials, and optional recurring product subscriptions designed to support your recovery journey. The service combines one-off purchases (such as the DVD kit) with SmartShip subscriptions for ongoing product deliveries.

Whether you bought through the main website, the iOS App Store, or Google Play on Android, understanding your cancellation pathway is essential. Yafee has helped thousands of New Zealand consumers navigate multi-platform subscriptions, and this guide will show you exactly how to stop charges without friction or surprise bills.

How Lose The Back Pain gets delivered to you

Physical products ship to your New Zealand address via international post from the United States. Subscriptions renew automatically on your chosen schedule unless you actively cancel them. Your account lives either directly on losethebackpain.com or through third-party app stores (Apple or Google), and this location determines where you actually cancel.

This multi-platform setup is common in wellness services, but it means your cancellation method depends entirely on where your payment originates. Yafee recommends pinpointing your platform first, as confusion here is the single largest cause of failed cancellations.

Why you might want to cancel

You may be cancelling because the program is not delivering results, you prefer a different approach, costs have accumulated beyond budget, or your circumstances have changed. Whatever your reason, you hold the right to stop automatic charges immediately. New Zealand consumer law backs this right, and Yafee is here to walk you through every step so you keep your money and your peace of mind.

Your consumer rights in new zealand

Consumer law in New Zealand provides you with statutory protections that no company can override through their terms and conditions.

What the consumer guarantees act protects

Under New Zealand's Consumer Guarantees Act 1993, you have rights that the company cannot take away. If a product is faulty, not fit for purpose, or not as described, you are entitled to repair, replacement, or a full refund within a reasonable timeframe. This applies regardless of any money-back guarantee the company advertises.

A "90-day money-back guarantee" does not override your statutory rights under the Act; in fact, your legal rights typically offer more protection. If Lose The Back Pain's refund policy contradicts the Consumer Guarantees Act, the Act wins. Yafee encourages you to reference this legislation when disputing a denied refund with the company.

Your legal position

You are legally entitled to cancel any subscription at any time, and the company must cease charges within one billing cycle of your cancellation request. If the company continues to charge you after you have cancelled, you can dispute the transaction with your bank or credit card provider and file a complaint with the Commerce Commission. Keep copies of all cancellation confirmations, emails, and bank statements as evidence.

How to escalate if the company refuses

If Lose The Back Pain denies your refund or cancellation request without lawful grounds, contact the Commerce Commission (the New Zealand regulator for fair trading) or your local Citizens Advice Bureau. You can also file a dispute with your bank or credit card provider to reverse the charge directly. Yafee recommends keeping all emails, transaction records, and cancellation confirmations as evidence before you escalate.

How to cancel Lose The Back Pain by platform

Your cancellation method depends on where your subscription was created and how you pay. Follow the path that matches your account setup.

Cancel via your online account at losethebackpain.com

This is the fastest and most direct path to cancellation. You control the process entirely and receive instant confirmation.

1. Go to losethebackpain.com and log into your account with your email and password.
   • If you have forgotten your login, use the "Forgot Password" link on the login page.
   • Check your spam folder for the password reset email; it may not arrive in your main inbox.
2. Navigate to "My Account" or "Subscriptions" (usually in the top menu or account settings).
   • Look for a section labelled "SmartShip," "Recurring Orders," or "Active Subscriptions."
   • If you only made a one-off purchase, there may be nothing to cancel here. Proceed to the refund section instead.
3. Find your active subscription and select "Cancel," "Pause," or "Change Frequency."
   • Warning: "Pause" delays your next charge but does not permanently cancel. Choose "Cancel" if you want to stop all future payments.
   • The system may ask you why you are cancelling. Select the reason that applies to you or choose "Other."
4. Confirm your cancellation by clicking "Yes, Cancel My Subscription" or a similar button.
   • Do not click "Pause" unless you plan to resume your subscription later.
   • Wait for the system to display a confirmation message with a cancellation date.
5. Take a screenshot of the confirmation page and forward it to your email address as proof.
   • Note the cancellation date shown on screen. Your final charge should not occur after this date.
6. Check your email for a cancellation confirmation letter from Lose The Back Pain.
   • This email is your receipt for cancellation. Store it in a safe folder for at least 12 months.
   • If you do not receive an email within 24 hours, log back in and verify that your subscription status shows as "Cancelled."

Cancel through the iOS app store

If you subscribed via Apple's in-app purchase system, you must cancel through your Apple ID settings, not through the Lose The Back Pain app itself.

1. Open the App Store app on your iPhone or iPad.
   • Do not open the Lose The Back Pain app. You must use the App Store app.
2. Tap your profile icon in the top right corner, then tap "Subscriptions."
   • If you see "See All" instead, tap that first, then select "Subscriptions."
3. Find "Lose The Back Pain" in your active subscriptions list and tap it.
   • If it is not listed, your subscription may have already expired or was never set up through the App Store.
4. Tap "Cancel Subscription" or "Edit Subscription," then confirm cancellation.
   • Apple will show you the date your subscription will end. Note this date.
   • The system may offer you options to "Keep Subscription" or "Cancel." Select "Cancel."
5. Apple will send you a cancellation confirmation email to your Apple ID address.
   • Check your email within 2 hours. This confirmation is your proof of cancellation.

Cancel through google play on android

If you subscribed via Google Play, you must cancel through your Google account settings, not through the app itself.

1. Open the Google Play Store app on your Android device.
   • Do not open the Lose The Back Pain app. You must use the Google Play Store app.
2. Tap your profile icon in the top right corner, then tap "Payments and subscriptions."
   • If you see a different menu, select "Account" first, then look for "Subscriptions."
3. Tap "Subscriptions," then find "Lose The Back Pain" in the list.
   • If it does not appear, your subscription may have already ended.
4. Tap "Lose The Back Pain," then tap "Cancel Subscription."
   • Google will ask you to confirm. Read the cancellation date carefully and tap "Cancel Subscription" again.
   • You may see a survey asking why you are cancelling. This is optional; you can skip it.
5. Google will send a confirmation email to your Google account email address.
   • Check your inbox within 1 hour. This email confirms your subscription is cancelled.

Cancel by phone or email

If you cannot cancel online, you can contact Lose The Back Pain directly. This method takes longer but creates a written record of your request.

1. Gather your account details: email address, order number, and full name as it appears on your account.
   • These details help the company locate your subscription quickly.
2. Call or email Lose The Back Pain's customer service team.
   • Phone: Available during US business hours (note the time difference with New Zealand).
   • Email: Use the "Contact Us" form on losethebackpain.com or email their support address.
3. Clearly state: "I request cancellation of my SmartShip subscription effective immediately. Please confirm this cancellation in writing."
   • Use these exact words so there is no ambiguity about your intent.
   • Do not say "Pause" or "Stop for now." Say "Cancel."
4. Wait for a written confirmation email.
   • If you do not receive confirmation within 48 hours, send a follow-up email with "URGENT: Cancellation Confirmation Required" in the subject line.
5. Keep the confirmation email and save it in a folder labelled "Lose The Back Pain Cancellation" for your records.
   • You will need this proof if a charge appears after your cancellation date.

What happens after you cancel

Cancellation is not instant; several steps follow to ensure your account is closed and charges stop completely.

Verify your cancellation within 24 hours

After you cancel, log back into your account (via the website or app) and check your subscription status. It should display "Cancelled" or "Inactive," with an end date. If it still shows "Active," contact customer service immediately and provide your cancellation confirmation number.

Monitor your bank account for surprise charges

Check your bank or credit card statement for at least two billing cycles after your cancellation date. If a charge appears after the cancellation date, you have the right to dispute it with your bank. Contact your bank's dispute team and provide them with your cancellation confirmation email. Your bank will typically reverse the charge within 5 to 10 business days.

Request a refund if you are entitled

Cancellation stops future charges, but it does not automatically refund fees you have already paid. If you believe you are entitled to a refund under the Consumer Guarantees Act (because the product was faulty or not fit for purpose), you must request it separately within a reasonable timeframe, typically within 90 days of purchase.

Understanding Lose The Back pain's pricing and subscriptions

Lose The Back Pain uses a two-tier model: one-off purchases and recurring SmartShip subscriptions. Understanding this structure helps you identify what you are paying for and what you can cancel.

Most cancellations target the SmartShip subscription, which is the only recurring charge. If you bought a DVD kit or digital access as a one-off purchase, those charges cannot be cancelled unless you request a refund under consumer law.

Refunds and money-back guarantees

Lose The Back Pain advertises a 90-day money-back guarantee on some products. However, this guarantee is not automatic; you must request a refund within 90 days of purchase and follow their refund process.

How to request a refund

1. Check the purchase date on your order receipt or invoice.
   • You must request a refund within 90 days of this date. After 90 days, you lose this right (unless you have grounds under the Consumer Guarantees Act).
2. Email Lose The Back Pain's refund team with the subject "Refund Request: [Your Order Number]."
   • Explain why you are requesting a refund (product not effective, not as described, faulty, etc.).
   • Include your order number, purchase date, and payment method.
3. Await their response within 5 to 10 business days.
   • They may request proof of purchase or ask you to return physical items.
   • If you must return items, they will provide a US return address (see below).
4. If they deny your refund and you believe you have grounds under the Consumer Guarantees Act, escalate to the Commerce Commission.
   • The Commerce Commission can investigate whether the company has breached your statutory rights.

Returning physical items from new zealand

If Lose The Back Pain asks you to return DVDs or other physical products, you must send them to a US address. International shipping from New Zealand to the United States costs between $30 and $100 depending on the weight and courier service. Yafee recommends requesting that the company reimburse your return shipping costs if you are within the 90-day window, especially if the product was faulty or misrepresented.

Common mistakes that delay or block your cancellation

Cancellation is straightforward if you avoid these pitfalls. Most issues stem from confusion about where your account lives or clicking the wrong button.

Pausing instead of cancelling

The most common error is selecting "Pause" instead of "Cancel." Pausing temporarily stops your next delivery but does not end your subscription. The charge will resume automatically after the pause period ends (usually 30 to 90 days). If you see a "Pause" option, ignore it unless you plan to restart your subscription later. Select "Cancel" only.

Cancelling in the wrong place

If you subscribed through the App Store or Google Play, cancelling in the Lose The Back Pain app does not work. You must cancel through your Apple ID or Google account settings. Yafee has seen customers cancel in the app, believe they are done, and then find a charge weeks later. Check your platform (website, Apple, or Google) before you attempt cancellation.

Not confirming cancellation in writing

If you cancel by phone, demand a written confirmation email. Phone conversations are harder to prove if a dispute arises. Always obtain email confirmation before you consider yourself done. Take a screenshot or print the confirmation for your records.

Forgetting to monitor your account

After cancellation, check your bank statement two billing cycles later. A small percentage of cancellations fail due to system errors or deliberate delays by the company. If a charge appears after your cancellation date, dispute it with your bank immediately. Do not assume it is an error and wait; take action within 60 days of the unexpected charge so your bank has time to investigate.

After cancellation: your next steps

Once your subscription is cancelled and you have confirmation, a few practical steps ensure your financial protection and peace of mind for months ahead.

Set a calendar reminder

Mark your calendar for two months after your cancellation date. On that date, check your bank account again to ensure no charge has appeared. If it has, contact your bank immediately and reference your cancellation confirmation. This proactive step catches the rare cases where a company ignores a cancellation request.

Request a copy of your cancellation confirmation

If you cancelled by phone and did not receive a confirmation email, send the company a follow-up email: "I cancelled my subscription on [date] via phone with [agent name]. Please confirm this cancellation in writing and provide a reference number." Keep this correspondence for at least one year.

Update your payment method if necessary

If the subscription was linked to an old credit card or bank account, consider updating your payment details on the Lose The Back Pain website (if you keep an account for digital access). This prevents accidental charges if a system error reactivates your subscription.

File a complaint if charges continue

If Lose The Back Pain continues to charge you after your cancellation date, file a complaint with the Commerce Commission. Yafee recommends providing the Commission with: (1) your cancellation confirmation, (2) screenshots of unexpected charges, (3) copies of emails to the company requesting reversal, and (4) proof that the company refused to refund the charges. The Commission can compel the company to act.

Comparing cancellation difficulty across platforms

The ease of cancellation varies significantly depending on where you subscribed. This comparison shows which platform offers the smoothest process.

Cancelling via the website gives you instant confirmation and eliminates any ambiguity. If you subscribed through an app, cancelling through that platform's settings (Apple or Google) is equally fast. Yafee advises avoiding phone and email unless the website or app method is unavailable.

Return addresses for physical items (New zealand customers)

Lose The Back Pain does not provide a New Zealand return address. If you need to return DVDs or other physical products for a refund, you must contact the company and request their US return address. They will typically provide an address in the United States, which means you bear the cost of international shipping from New Zealand (approximately $30 to $100).

Before you return anything, confirm in writing that the company will accept the return and issue a refund. Do not ship items without this confirmation. International shipping can take 2 to 4 weeks, and there is no guarantee the company will process your refund promptly once they receive the items.

If the product is faulty or not as described, you can argue under the Consumer Guarantees Act that the company should reimburse your return shipping costs. Request this in writing before you send the items back.

Why you should cancel sooner rather than later

Every day you remain subscribed, you accumulate charges. If you have decided Lose The Back Pain is not working for you or you cannot afford it, cancel immediately. There is no penalty for early cancellation in New Zealand. Your statutory rights under the Consumer Guarantees Act protect you if the product was faulty or misrepresented, regardless of when you cancel.

Yafee has helped thousands of New Zealand consumers cancel wellness subscriptions and recover refunds. The process is straightforward when you follow these steps: identify your platform, log in or access your payment settings, select cancel (not pause), obtain written confirmation, and monitor your account for two billing cycles afterward.

If Lose The Back Pain refuses to cancel or continues charging you after cancellation, escalate to the Commerce Commission. You are protected by law, and the Commission has the authority to investigate and compel the company to refund you. Visit yafee.com for templates, escalation guides, and updates on consumer rights across all wellness platforms. Yafee remains your trusted resource for cancellation support and consumer law guidance in New Zealand.