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Frequently asked questions
Cancel Roman: Step-by-Step Guide
How to cancel Roman and protect your health subscription rights in new zealand
What Roman is and how it operates in new zealand
Roman is an online healthcare platform that delivers prescription medications and telehealth consultations via a subscription model. The service operates through mobile apps and web interfaces, serving users across multiple jurisdictions. You access Roman through the Apple App Store, Google Play Store, or their website, paying a recurring monthly fee for virtual doctor consultations, prescription delivery, and ongoing health support.
The fundamental difference between Roman and traditional general practice is immediacy and privacy. You consult licensed healthcare providers through your phone without attending a clinic, receive electronic prescriptions, and have medications posted to your home. This convenience comes with a trade-off: your health data resides with a private US-based company rather than remaining within your local GP's records.
Service structure and subscription mechanics
Roman operates on an automatic renewal system. You authorise a regular monthly charge to your payment method, and the subscription continues indefinitely until you actively cancel it. The platform bundles consultations, medication access, and delivery into a single recurring fee, meaning you cannot pause the subscription without formally ending it.
This differs sharply from traditional healthcare, where you pay per consultation. Consequently, if you stop using the service but forget to cancel, charges continue without interruption. This automatic renewal structure is standard across digital health platforms but requires disciplined cancellation management on your part.
Availability and regulatory status in new zealand
Roman does not currently advertise dedicated New Zealand service, NZD pricing, or a local support office on major app stores. Most publicly visible pricing appears in US dollars. This creates legitimate uncertainty about whether the service actively supports New Zealand addresses, what privacy protections apply under New Zealand law, and how to contact the provider for disputes.
Before subscribing, contact Roman directly to confirm they service your address, establish what pricing applies in NZD, and verify their data handling complies with New Zealand's Privacy Act 2020. This protective step prevents unexpected charges and service interruptions. Yafee recommends this verification approach for all overseas digital health subscriptions.
Why new zealand consumers cancel Roman
You cancel Roman when the subscription no longer aligns with your health needs, financial circumstances, or privacy expectations.
Common reasons for cancellation
You may cancel after stabilising your health condition and no longer requiring monthly consultations. Other subscribers discover that telehealth doesn't suit their specific condition and prefer face-to-face consultations with a local GP. Cost remains a significant factor: if your personal circumstances change or you find the monthly fee doesn't justify your actual usage, cancelling stops automatic charges immediately.
Privacy concerns drive cancellation for some users. You may feel uncomfortable storing sensitive health records with a US-based company, preferring your data managed locally under direct New Zealand regulatory oversight. These are entirely legitimate reasons, and Yafee recognises that your health autonomy and data security take priority.
When cancellation becomes time-sensitive
You need urgent cancellation if you've been charged without consent, if Roman ceases New Zealand operations without notice, or if you discover unauthorised recurring charges on your bank statement. In these scenarios, you hold enforceable rights under New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986. These laws entitle you to dispute charges and demand a full refund if the service is not delivered as agreed.
Your legal position under new zealand consumer law
New Zealand law grants you specific protections when cancelling digital subscriptions.
Consumer guarantees act 1993 and your cancellation rights
The Consumer Guarantees Act 1993 provides that services supplied in trade must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Roman fails to deliver consultations, charges you for access that does not function, or continues billing after you request cancellation, they breach this Act.
You can demand a refund, replacement service, or cancellation without penalty. The burden falls on Roman to prove the service was delivered as promised. This protection applies equally to overseas providers serving New Zealand consumers. Consequently, if Roman ignores your cancellation request and continues charging, you have statutory grounds to escalate to the Commerce Commission.
Fair trading act 1986 and misleading conduct
The Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. If Roman advertises availability in New Zealand but doesn't service your area, or if cancellation terms are hidden or deliberately obscured, they may breach this Act. You can lodge a complaint with the Commerce Commission if you believe Roman has engaged in unfair practices.
Furthermore, if Roman auto-renews your subscription without explicit informed consent, or if they make cancellation deliberately difficult, this may constitute unconscionable conduct under the Act. The Commerce Commission investigates such complaints and can pursue enforcement action on your behalf.
Privacy act 2020 and your data rights
The Privacy Act 2020 grants you rights to access, correct, and request deletion of your personal health information. If Roman holds your data after cancellation without lawful justification, you can request they delete or return it. Upon cancellation, you are entitled to know what data they retain, for how long, and on what legal basis.
When you cancel, explicitly request written confirmation that your health records and payment information have been deleted or securely archived. Obtain this confirmation in writing. If Roman refuses or delays, escalate to the Privacy Commissioner, who enforces this Act across all organisations, including overseas companies serving New Zealand residents.
Step-by-step cancellation across all platforms
Your cancellation method depends on your subscription entry point and Roman's current New Zealand support status.
Cancellation via the Roman app (iOS and android)
The fastest cancellation method uses the mobile app where you subscribed.
- Open the Roman app and sign in to your account
- Navigate to your account settings or profile menu (usually located at the bottom or top-right corner)
- Select "Subscription" or "Billing" and locate your active plan
- Tap "Cancel subscription" or "End membership"
- Follow any confirmation prompts; Roman may offer a retention discount-decline unless you genuinely wish to continue
- Save a screenshot of the cancellation confirmation immediately
This method is instantaneous and generates an immediate digital record. However, if the app does not display a cancellation option, proceed to web-based cancellation or contact Roman's support team directly.
Cancellation via the Roman website
If the app lacks a cancellation button, cancel through your account dashboard on their website.
- Visit Roman's website and log in with your account credentials
- Navigate to "Account," "Settings," or "Subscription Management"
- Locate your active subscription and select "Cancel" or "End Subscription"
- Confirm the cancellation and save the confirmation page as a PDF
- Email yourself or Yafee your confirmation screenshot with the date and time clearly visible
Web-based cancellation creates a permanent digital record that proves cancellation intent. This evidence is invaluable if Roman disputes your claim later or if you need to escalate to the Commerce Commission.
Cancellation via customer support
If Roman's app and website do not offer self-service cancellation, contact their support team in writing.
- Locate Roman's contact email or support form (typically on their website footer or in the app settings)
- Send a formal email stating:
- Your full name and account email address
- Your account ID (visible in app or account settings)
- A clear request to cancel your subscription effective immediately
- A request for written confirmation of cancellation
- Today's date
- Use "Cancellation Request" or "Subscription Termination" as your subject line
- Send via registered email with read receipt enabled (or take a screenshot showing delivery)
- Allow 5 to 10 business days for Roman to respond
Written cancellation creates a permanent record and demonstrates good faith communication. The Commerce Commission treats documented cancellation requests seriously when investigating disputes.
Cancellation via your payment provider
If Roman ignores your cancellation requests or continues charging after you cancel, instruct your bank or credit card provider to stop the recurring payment.
- Contact your bank or payment provider (by phone or their app)
- Request they cancel the recurring payment to Roman
- Provide your account number and the exact merchant name as it appears on your statement
- Ask for written confirmation of the cancellation
- Request they reverse any charges made after your original cancellation date
This step protects you if Roman ignores your cancellation. However, it does not constitute formal cancellation of the service agreement. Consequently, you must still cancel with Roman in parallel to fully terminate the relationship and prevent legal complications.
Refund eligibility and dispute resolution
Your refund entitlement depends on when you cancel and whether Roman has breached its obligations.
Refunds for unused subscription periods
Most digital subscription providers charge on a monthly cycle and do not issue refunds for unused periods. However, if you cancel within 14 days of your initial purchase, you may qualify for a cooling-off period refund under consumer law. Check Roman's terms and conditions for their specific refund window.
If Roman continues charging after you cancel, you have a right to demand repayment of all post-cancellation charges. This is not a discretionary refund; it is restitution for services not provided. Document every charge and send Roman a formal demand for refund before escalating to the Commerce Commission.
Disputing unauthorised charges
If Roman charged your account without your informed consent, or if you cancelled but charges continued, you can dispute the transaction with your bank. Your bank has a legal obligation under the Financial Markets Conduct Act 2013 to investigate disputed charges within 20 business days.
Provide your bank with:
- Your cancellation email or screenshot
- Bank statements showing the unauthorised charges
- Any correspondence from Roman acknowledging your cancellation
- Proof that you requested refund and Roman refused
Your bank can reverse charges and issue a credit. This process is free and does not require Roman's cooperation.
Escalation to the commerce commission
If Roman refuses to cancel, continues charging after cancellation, or ignores your refund demand within 20 business days, lodge a complaint with the Commerce Commission. The Commerce Commission investigates breaches of the Consumer Guarantees Act 1993, Fair Trading Act 1986, and other consumer protection laws.
Your complaint must include:
- Your name, contact details, and account information
- Dates of cancellation attempts
- Copies of all correspondence with Roman
- Bank statements showing unauthorised charges
- A clear statement of the financial loss you've suffered
The Commerce Commission will contact Roman on your behalf and can compel them to refund you. This is a free service and requires no legal representation. Yafee advises keeping all documentation for at least 12 months after cancellation to support any future dispute.
Pricing summary and cancellation costs
Understanding Roman's fee structure clarifies your financial position when you cancel.
| Subscription tier | Typical monthly cost | Billing currency | Refund on cancellation | Cancellation fees |
|---|---|---|---|---|
| Standard membership | NZD $30-50 (estimated) | USD (converted at checkout) | None for future periods | None |
| Premium membership | NZD $60-80 (estimated) | USD (converted at checkout) | None for future periods | None |
| Annual prepayment | NZD $300-600 (estimated) | USD (converted at checkout) | Prorated refund for unused months | None |
Roman does not impose formal cancellation fees. However, since Roman's New Zealand pricing and service status remain unclear, confirm the exact amount charged to your account and verify it in NZD before cancelling. If you prepaid for a full year, you are entitled to a prorated refund for all months remaining after your cancellation date. Yafee recommends requesting this refund in writing with your cancellation request.
What happens after you cancel Roman
Cancellation does not occur instantly; you must monitor your account to confirm completion.
Immediate steps after cancellation
Within 24 hours of cancelling, check your email for confirmation from Roman. If you do not receive confirmation within 48 hours, escalate via their support team. Log back into your Roman account and verify that the subscription status shows "cancelled" or "inactive." If it still displays as active, you have not successfully cancelled.
Check your bank statement 5 to 10 days later. If Roman processes another charge after your cancellation date, contact your bank immediately to dispute it. Yafee recommends setting a phone reminder to check your statement one week post-cancellation, as billing cycles vary.
Data deletion and privacy follow-up
Send Roman a formal data deletion request within 7 days of cancellation. Reference the Privacy Act 2020 and ask them to confirm deletion or secure archiving of your health information, payment data, and consultation records. Request written confirmation by email.
If Roman does not respond within 20 business days, lodge a complaint with the Privacy Commissioner. The Privacy Commissioner can compel deletion and investigate whether Roman unlawfully retained your data.
Payment method and account closure
Remove Roman's payment method from your Apple ID, Google Play Store account, or credit card records. This prevents accidental reactivation if Roman's system encounters a glitch. Update your password if you prefer Roman cannot reactivate your account without your knowledge.
You do not need to fully delete your Roman account to cancel the subscription. Many users retain their account for record-keeping purposes, particularly if they plan to return later. However, if you wish to completely erase your presence, request account deletion in writing alongside your cancellation request.
Common mistakes and how to avoid them
Cancellation is straightforward, but small oversights can leave you vulnerable to continued charges. Yafee has supported thousands of New Zealand consumers through subscription cancellations and recognises these recurring pitfalls.
Mistake one: cancelling only through the app without contacting support
App-based cancellations sometimes fail due to technical glitches or system delays. If you cancel through the app but Roman's servers do not process the request, you continue paying without realising it. After cancelling via the app, send a follow-up email to Roman's support team confirming your cancellation request. This creates a paper trail and ensures redundancy if the app cancellation fails.
Mistake two: failing to verify cancellation before the next billing date
Assume nothing. Verify that your Roman account shows "cancelled" status and check your bank statement on the expected billing date. If a charge appears, dispute it immediately with your bank. Do not wait; time limits apply to payment disputes, typically 60 to 90 days depending on your bank.
Mistake three: discarding cancellation confirmations
Save every screenshot, email, and confirmation document. Store them in a dedicated folder on your device and also email them to yourself or upload to cloud storage. If Roman disputes your cancellation claim, these documents prove you acted in good faith and on time. Courts and the Commerce Commission rely on this documentary evidence.
Mistake four: ignoring currency conversion
Roman charges in USD. Your NZD-denominated bank statement shows the converted amount, which varies daily. Track what you've paid in NZD and verify it against Roman's published USD pricing. If you see an unexpectedly high charge, ask your bank to show you the USD equivalent and compare it to Roman's stated price. If the conversion is unfavourable or Roman applied hidden fees, escalate to the Commerce Commission.
Mistake five: not requesting refund of post-cancellation charges promptly
If Roman charges you after cancellation, demand a refund within 20 business days. Do not assume it will resolve itself. Send a formal written demand to Roman citing the Consumer Guarantees Act 1993 and requesting repayment within 10 business days. If they ignore this demand, escalate to your bank and then the Commerce Commission. Delays weaken your position.
Verification checklist for successful cancellation
Use this checklist to confirm your cancellation is complete and irreversible.
| Action | Completed | Date |
|---|---|---|
| Submitted cancellation via app, website, or email | ✓ | |
| Received written confirmation from Roman | ✓ | |
| Verified account status shows "cancelled" | ✓ | |
| Checked bank statement on expected billing date-no charge | ✓ | |
| Requested data deletion from Roman | ✓ | |
| Saved all cancellation documents and confirmations | ✓ |
Complete every item before you consider cancellation finalised. If you cannot tick all boxes within 20 business days of your cancellation request, escalate to the Commerce Commission immediately.
Contact details and escalation routes
Use these routes if Roman ignores your cancellation or continues charging.
Roman contact information
Roman does not publicly advertise a New Zealand service address or dedicated support line. Contact them through:
- Website support form (locate on their website footer)
- In-app help or support menu
- Email: contact Roman's support inbox listed in your account settings or order confirmation email
- Request written confirmation of any cancellation within 5 business days of contact
If Roman does not provide a response address in New Zealand, use the support contact visible in the app or on their website and specify that you are a New Zealand consumer requesting cancellation under New Zealand law.
Commerce commission complaint process
Lodge a complaint at www.commissionercommerce.govt.nz if Roman breaches consumer law. Provide your cancellation history, bank statements, and all correspondence. The Commerce Commission investigates at no cost to you.
Privacy commissioner dispute
If Roman refuses to delete your health data after cancellation, contact the Privacy Commissioner at www.privacy.org.nz. Submit your cancellation date, your data deletion request, and Roman's response (or lack thereof).
Your bank's dispute team
Contact your bank's payment disputes team if Roman charges continue. Your bank can reverse charges within 60 to 90 days of the transaction. Most banks process disputes within 20 business days.
Summary and next steps
Cancelling Roman in New Zealand is straightforward if you follow a documented process and retain proof. You hold robust legal rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, and Privacy Act 2020. If Roman ignores your cancellation request, continues charging, or refuses to delete your data, escalate to the Commerce Commission or Privacy Commissioner at no cost.
Start your cancellation today by choosing your entry point-app, website, or email support-and save every confirmation you receive. Within 20 business days, verify the charge has stopped and request data deletion. Yafee has helped thousands of New Zealand consumers cancel digital health subscriptions and reclaim control of their billing and data. You can confidently proceed knowing that New Zealand law stands behind your right to cancel without penalty and to receive a refund for any charges made after your cancellation date.