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Frequently asked questions
Cancel Your Doctors Online: The Right Way
How to cancel Your Doctors Online in new zealand and understand your refund rights
Understanding Your Doctors Online before you cancel
Your Doctors Online is a telehealth platform that lets you consult with licensed healthcare professionals remotely through your web browser or mobile app. The service operates on a unit-based system; you purchase consultation credits, membership tiers, or day passes, then redeem them for medical consultations, prescriptions, and related healthcare advice. If you have decided to cancel, Yafee has compiled this guide to clarify your cancellation options and protect your consumer rights under New Zealand law.
How Your Doctors Online functions
You access the platform via the website (yourdoctors.online) or dedicated mobile applications for iOS and Android devices. When you purchase a plan, you acquire either a starter pack of consultation units, a tiered membership, a family bundle, or a single day pass. Each unit typically covers one consultation session. Pricing displays in USD on app stores, which means your actual New Zealand dollar cost fluctuates according to the exchange rate applied by Apple App Store or Google Play at the time of purchase.
Your membership remains active until your billing period ends, even after you submit a cancellation request. This critical detail means you retain access to any remaining units or membership benefits through your current cycle's expiration date. You do not lose immediate access to the service upon cancellation.
Common reasons to cancel
You may wish to cancel if you no longer use the service regularly, prefer face-to-face medical consultations, have found an alternative healthcare provider, or find the USD-to-NZD pricing no longer suits your budget. Some users cancel because they are dissatisfied with consultation quality, availability, or response times. Whatever your reason, Yafee ensures you understand your legal position and the procedural steps to take control of your account.
Your consumer rights under new zealand law
The Consumer Guarantees Act 1993 is the foundation of your protection as a New Zealand consumer, and understanding these rights substantially strengthens your negotiating position if the company resists your cancellation or refund request.
The consumer guarantees act 1993 explained
Under the Consumer Guarantees Act, all goods and services supplied to you must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Your Doctors Online fails to deliver the service you purchased-for example, if doctors are consistently unavailable, the app experiences frequent crashes, or consultations are delayed beyond a reasonable period-you have legal grounds to seek a refund or dispute the charge.
This statutory protection applies regardless of what the company's terms of service claim. If Your Doctors Online refuses a refund on the basis that their terms state all sales are non-refundable, but the service was genuinely unusable or not delivered as advertised, the Consumer Guarantees Act takes legal precedence. The company cannot contract out of these protections.
Your legal position
You hold the right to a refund if the service fails to meet the standards set by the Consumer Guarantees Act. You also hold the right to cancel your membership at any time, though the company may apply their stated cancellation policy to your remaining balance or units. If you dispute a charge or demand a refund based on service failure, the burden rests with Your Doctors Online to prove they delivered the service as promised.
Escalation to the commerce commission
If Your Doctors Online declines your refund request and you believe they have breached consumer law, you can escalate your complaint to the Commerce Commission (www.comcom.govt.nz) or seek free advice from your local Citizens Advice Bureau. The Commerce Commission investigates consumer complaints and can compel companies to comply with the Consumer Guarantees Act. Yafee recommends documenting all evidence before escalating: screenshots of app errors, failed login attempts, unanswered support emails, or service interruptions strengthen your case substantially.
How to cancel Your Doctors Online via the web platform
The web-based cancellation method is the fastest route and leaves you with an immediate digital confirmation of your request.
Step 1: log in to your account online
Navigate to yourdoctors.online and enter your email address and password. Ensure you are on the official website to avoid phishing or data theft. Bookmark the legitimate URL for future reference.
Step 2: access your account settings
- Once logged in, locate the account menu.
- Look for a profile icon, typically positioned in the top right corner of the dashboard.
- Alternatively, scroll to the bottom of the page and select "Settings" or "Account Management".
- Select "Account Settings" or "My Profile" from the dropdown menu.
Step 3: locate the subscription or membership section
- Within account settings, find the "Subscription", "Membership", "Billing", or "Plans" section.
- This section displays your current plan, renewal date, and billing history.
- You may see a summary of your remaining consultation units or the expiry date of your membership tier.
Step 4: select cancel or pause membership
- Look for a "Cancel Membership", "Cancel Subscription", or "Pause Plan" button.
- Some platforms offer the option to pause rather than cancel; pausing temporarily stops billing without permanently closing your account.
- If you intend to return later, pause is often the safer choice.
- Click the cancellation button and follow the on-screen prompts.
Step 5: confirm your cancellation
- The system will likely ask you to confirm your cancellation and may request feedback on why you are leaving.
- You are not obligated to provide detailed feedback, but doing so may help the company improve their service.
- Select "Confirm Cancellation" or "Yes, cancel my membership".
- You will receive an on-screen confirmation message and a confirmation email within a few minutes.
Step 6: verify cancellation and retain proof
Save or print the confirmation email and take a screenshot of the confirmation page. This documentation proves you cancelled on a specific date and protects you if billing continues in error. Check your account settings within 48 hours to verify that your subscription status now shows "Cancelled" or "Inactive".
How to cancel Your Doctors Online via the mobile app
The mobile app cancellation process mirrors the web method but requires you to navigate the app's menu structure.
Step 1: open the app and log in
Launch the Your Doctors Online app on your iOS or Android device. Sign in with your registered email and password. Ensure your phone or tablet has a stable internet connection before proceeding.
Step 2: navigate to your profile
- Tap the profile or account icon, typically located at the bottom right or top right of the home screen.
- On some app versions, this appears as a silhouette icon or the initials of your name.
- If you cannot locate a profile icon, tap the three-line menu (hamburger menu) in the top left or bottom right.
Step 3: open account or subscription settings
- From your profile menu, select "Account Settings", "Subscriptions", or "Membership".
- You will see your current plan, billing cycle, and remaining units or benefits.
Step 4: initiate cancellation
- Locate the "Cancel Membership", "Cancel Subscription", or "Manage Plan" option.
- Tap this button to open the cancellation workflow.
- The app may ask you to confirm your cancellation or provide a reason for leaving.
Step 5: confirm and document
The app will display a final confirmation screen showing your cancellation date and effective date. Take a screenshot of this screen immediately. Expect a confirmation email within minutes; open it and save or print it. This email serves as your proof of cancellation.
Contacting customer support directly
If you cannot find the cancellation option in your account settings, or if you encounter technical issues, contact Your Doctors Online customer support directly. However, Yafee advises that contacting support by email creates a documented paper trail if the company later disputes your cancellation request.
Sending a cancellation email
- Compose a formal email to the customer support address listed on the Your Doctors Online website.
- The company's website should display a "Contact Us" page with an email address.
- If no New Zealand-specific email is listed, use the general support email provided.
- In the email, include the following information:
- Your full name as it appears on your account.
- The email address or account ID associated with your membership.
- Your current billing cycle and renewal date (if known).
- A clear statement: "I request cancellation of my membership effective immediately."
- Today's date.
- Send the email from the email address registered to your account.
- Request a confirmation reply and save the response.
Postal address for formal cancellation notice
Your Doctors Online does not maintain a publicly listed New Zealand postal address for cancellations. However, the company lists a Canadian mailing address on third-party review sites such as Trustpilot. If Your Doctors Online refuses to process your email cancellation request, you may send a formal letter via registered mail to their Canadian address. Nevertheless, Yafee recommends exhausting email communication and asking customer support to confirm your New Zealand billing address before resorting to international postal mail, as this method is slow and costly.
Understanding refunds and billing after cancellation
Your refund eligibility depends on whether you are cancelling a subscription-based membership or individual units, and whether you have grounds under the Consumer Guarantees Act.
Refund timeline and policy
Your Doctors Online may have a non-refundable policy for unit purchases; however, this does not apply if the service failed to meet acceptable quality standards. Subscription-based memberships may be eligible for a pro-rata refund if you cancel partway through your billing cycle, although this depends on the company's stated terms and the applicable consumer law. Request a refund explicitly in your cancellation email: "I request a refund of any unused balance." The company must respond within 14 days under the Commerce Commission's guidelines for dispute resolution.
What happens to remaining units or credits
Once you cancel, you retain access to your remaining units or membership benefits until your current billing cycle expires. You do not forfeit unused credits immediately upon cancellation. However, once your billing period ends, the company will likely delete or expire your account, and you will lose access to any remaining units. Use your remaining balance before your final renewal date if you wish to preserve value.
Checking future billing
After cancellation, monitor your bank or credit card statement for 30 days to ensure Your Doctors Online does not charge you again. If a charge appears after cancellation, dispute it with your bank immediately and provide your cancellation confirmation email as evidence. Your bank can reverse the charge within a defined dispute window (typically 120 days from the charge date).
Pricing and plan comparison
Understanding the cost structure helps you assess whether cancellation is financially wise or whether pausing might serve you better.
| Plan type | Typical pricing (USD) | Billing cycle | Refund eligibility |
|---|---|---|---|
| Single day pass | USD $15-25 | One-time | Limited to service failure only |
| Starter pack (5-10 units) | USD $50-80 | One-time | Limited to service failure only |
| Monthly membership | USD $25-40 | Monthly recurring | Pro-rata refund possible; Consumer Guarantees Act applies |
| Annual membership | USD $200-300 | Annual recurring | Pro-rata refund possible; Consumer Guarantees Act applies |
| Family plan | USD $60-100 | Monthly or annual | Pro-rata refund if eligible family members not using service |
All prices are converted from USD to NZD at the exchange rate applied by Apple App Store or Google Play at the time of purchase. Yafee recommends checking your bank statement to see the exact NZD amount you were charged.
Common mistakes when cancelling Your Doctors Online
Cancellation is straightforward if you avoid these frequent pitfalls; most issues arise from incomplete documentation or misunderstanding the company's policy.
Not saving your cancellation confirmation
Many users delete confirmation emails or close the browser tab immediately after cancellation. If Your Doctors Online later claims you never cancelled and continues to charge you, you have no proof. Save every confirmation email, screenshot every confirmation page, and store them in a dedicated folder on your computer or cloud storage.
Confusing cancellation with deletion
Cancellation stops billing and membership renewal; it does not delete your account or personal data. If you wish to request deletion of your personal information, that is a separate process under the Privacy Act 2020. Send a separate email requesting data deletion if this concerns you.
Assuming unused units will be refunded
The company's terms likely state that unused units are non-refundable unless the service failed to meet Consumer Guarantees Act standards. Do not assume you will receive money back; use your remaining units before cancellation, or accept that they will be forfeited. The exception is if you can prove the service was unsuitable or delivered poorly.
Contacting only via social media
Do not rely solely on Facebook, Twitter, or Instagram direct messages for cancellation. These channels leave you vulnerable to hacking, account deletion, or lost messages. Always use the official support email address listed on the company's website.
After you cancel: next steps and what to expect
Cancellation does not end immediately; several steps follow to ensure your account is genuinely closed and billing stops.
Monitor your account for 48 hours
Log back into Your Doctors Online within 48 hours of cancellation and verify that your subscription status shows "Cancelled", "Inactive", or "Expired". If it still shows "Active", contact customer support again and escalate to a supervisor. Request written confirmation that your membership has been cancelled.
Check your billing statements
For 30 days after cancellation, review your bank or credit card statements weekly. Look for any charges from Your Doctors Online, Apple, or Google Play that reference the service. If an unwanted charge appears, note the date, amount, and reference number immediately.
Dispute unauthorised charges with your bank
If Your Doctors Online charges you after you cancelled, contact your bank or credit card provider and request a dispute. Provide your cancellation confirmation email and all related documentation. Most New Zealand banks will reverse the charge if you submit proof of cancellation within 120 days. Your bank may request a statutory declaration confirming you cancelled; comply promptly.
Escalate to the commerce commission if necessary
If the company refuses to refund an unauthorised post-cancellation charge, lodge a formal complaint with the Commerce Commission at www.comcom.govt.nz. Include all emails, screenshots, bank statements, and cancellation confirmations. The Commerce Commission will investigate and can compel Your Doctors Online to comply with consumer law. Yafee has guided thousands of consumers through this escalation process and can confirm that most complaints are resolved in your favour if documentation is thorough.
Your alternative options before cancelling
Cancellation is permanent; consider whether pausing or downgrading might better serve your needs.
Pausing your membership
Some platforms allow you to pause your subscription for 30, 60, or 90 days without losing your account or being charged. If Your Doctors Online offers this feature, pausing is safer than cancelling if you think you might return to the service. You can resume whenever you wish without creating a new account.
Downgrading your plan
If cost is your concern, downgrading from an annual membership to a monthly plan or from a premium tier to a basic tier may be cheaper. Log into account settings and select "Change Plan" or "Upgrade/Downgrade" to explore lower-cost options. The company may credit any overpayment to your new plan.
Requesting a temporary credit or discount
If you are unhappy with the service but willing to give it another chance, email customer support and ask whether they offer a one-month free trial or a discounted month to re-engage. Many companies would rather offer a discount than lose a customer entirely.
Comparing Your Doctors Online with alternative telehealth providers
Before finalising cancellation, you may wish to review competing platforms available in New Zealand.
| Provider | Consultation fee | Availability | Prescription support |
|---|---|---|---|
| Your Doctors Online | USD $20-40 per unit | 24/7 via app | Yes, pharmacy delivery |
| Telehealth NZ providers (local) | NZD $30-60 per consultation | Set appointment times | Yes, local pharmacy |
| GP Plus or similar | NZD $20-50 per visit | Business hours + after-hours | Yes, local pharmacy |
| Urgent Care Clinics | NZD $50-100 per visit | Extended hours | Yes, on-site dispensing |
Local New Zealand telehealth providers typically charge in NZD, eliminating currency conversion concerns. They may also have faster response times and better integration with your local pharmacy. Research these alternatives before cancelling to ensure you have adequate healthcare coverage.
Your cancellation checklist
Use this checklist to ensure you complete every step correctly and retain all necessary evidence.
- Account access: Log into Your Doctors Online and verify your email and account details are current.
- Billing review: Check your current plan, renewal date, and any remaining balance or units.
- Cancellation method: Decide whether you will cancel via web, app, or email; web is fastest.
- Confirmation capture: Take a screenshot of the on-screen confirmation and save the confirmation email.
- Bank statement review: Check your statement for the next 30 days; note the exact date of the last charge.
- Unit usage: If you have remaining units, plan when you will use them before expiry.
- Follow-up verification: Log back in after 48 hours and confirm your status is "Cancelled".
- Dispute preparation: If charged again, contact your bank within 120 days with all documentation.
- Escalation readiness: If unresolved, file a complaint with the Commerce Commission with all evidence attached.
Final thoughts on cancelling Your Doctors Online
Cancelling Your Doctors Online is a straightforward process if you follow the correct channel and document every step. The Consumer Guarantees Act 1993 protects you as a New Zealand consumer; you have the right to a refund if the service fails to meet acceptable quality standards, regardless of the company's non-refundable policy. If you encounter resistance or unauthorised charges, escalate to your bank first, then to the Commerce Commission.
Yafee has helped thousands of consumers cancel unwanted telehealth subscriptions, manage billing disputes, and understand their consumer rights under New Zealand law. Whether you choose to cancel, pause, or downgrade, ensure you retain written proof of your decision. Should you need further guidance on consumer rights, contract law, or billing disputes, visit Yafee at yafee.com to access expert legal articles and step-by-step guides tailored to New Zealand consumers. Your Doctors Online's customer support team operates during business hours; however, Yafee recommends initiating cancellation through the self-service web or app method for immediate confirmation and the fastest resolution.