Yafee is an independent certified electronic mail service. We are neither affiliated with, nor partners of, nor mandated by Staysure, whose name is mentioned solely to identify the recipient of your letter. The trademarks and logos cited belong to their respective owners.
Unlimited Yafee Premium: promotional offer at $1.85 for 48h, then $100.94 per month with no commitment
SLMDJTAC
Over 30,000 users trust us
Cancel your subscription
Staysure in 2 minutes
A 100% personalised cancellation letter, legally compliant and sent by registered mail with acknowledgement of receipt.
GDPR compliant
Your data is secureFast & effective
Processed within 24hResults guaranteed
Refund if refused48h satisfaction-or-refund guarantee
1Letter type
2Your details
3Payment
100% secure payment
They already cancelled Staysure
Join thousands of satisfied users
SLMDJTAC30K
over 30,000users trust us
How does it work?
Cancel your Staysure subscription with zero hassle
1
Fill in the form
Give us your details and those of your Staysure subscription.
2
We write your letter
Our team drafts a 100% personalised, legally compliant cancellation letter.
3
We send it for you
Sent by registered mail with acknowledgement to Staysure. Nothing else for you to do.
Legal and compliant
Our letters follow consumer law and GDPR.
Fast
Your letter is sent within 24 business hours.
Real-time tracking
Follow your request from your personal space.
Results guaranteed
Full refund if Staysure refuses your cancellation.
Frequently asked questions
Cancel Staysure: The Right Way to Get Your Refund
How to cancel Staysure travel insurance in new zealand and recover your refund
Why you might want to cancel Staysure
Travel plans shift unexpectedly. You may have secured cheaper cover elsewhere, postponed your trip, or found that Staysure's terms no longer suit your circumstances. Whatever your reason, you have a legal right to cancel Staysure within a specific timeframe and potentially recover your premium. Yafee has mapped out exactly how to cancel, what to expect, and what money you can legally reclaim under New Zealand's Consumer Guarantees Act 1993.
Common reasons new zealand travellers cancel Staysure
You might cancel because your annual policy renewed automatically but you're not travelling. You could have purchased single-trip cover only to discover your travel dates conflict with work commitments. Some people find a competitor offers better value for pre-existing medical conditions. Others discover that Staysure declined specific coverage you needed, making the policy less useful. Understanding your reason helps you determine whether you're eligible for a refund and whether immediate cancellation is the right move.
When cancellation makes financial sense
If you purchased your Staysure policy fewer than 14 days ago, cancellation almost always makes sense. You'll recover your full premium provided you haven't travelled or filed a claim. After that 14-day cooling-off window closes, refunds become rare, so cancelling shifts to stopping future charges-especially critical for annual policies that renew automatically. Calculate the remaining value of your cover before deciding: if you won't travel before expiry, or if you've found substantially better value elsewhere, the effort to cancel justifies itself.
Your legal rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 and the Fair Trading Act 1986 form the foundation of your cancellation rights. These statutes protect you as a consumer purchasing travel insurance.
Your legal position on cooling-off periods
Under the Consumer Guarantees Act 1993, you have a 14-day cooling-off period from the date you receive your policy documents or the date the contract was formed-whichever is later. During this window, you can cancel for any reason and receive a full refund. Yafee advises recording the exact date you received your policy or confirmation email, as this becomes the anchor point for your 14-day countdown. After 14 days, your right to cancel for convenience disappears; you can only claim a refund if Staysure breached the contract or misrepresented the cover.
What happens after the 14-day window
Once the cooling-off period expires, Staysure is entitled to retain a proportionate amount of your premium for the period you were covered. Nevertheless, you retain the right to cancel at any time, effective immediately or on a future date you nominate. If Staysure fails to honour your cancellation request or refuses a refund you're legally entitled to, you can escalate the complaint to the Financial Markets Authority (FMA) or seek assistance through the Dispute Resolution Service (DRS) that Staysure participates in. Yafee recommends always requesting written confirmation of your cancellation in writing-email counts-so you have evidence if disputes arise.
Methods to cancel Staysure
Staysure provides two main cancellation routes: direct contact by phone or email, and third-party app store cancellations if you purchased through that channel.
Direct cancellation by phone or email
This is your primary cancellation path and the one that creates the clearest paper trail for your protection. You'll contact Staysure's UK-based customer service team using the contact details printed on your policy documents or renewal notices. Phone contact is fastest if you're comfortable explaining your situation verbally, but email provides automatic written confirmation-which Yafee recommends for record-keeping. Your policy documents contain the correct contact number and email address specific to your product type; check these before ringing, as different Staysure divisions may route calls differently.
Third-party and app store cancellations
Staysure does not operate its own mobile app. However, if you purchased your policy through an app store (Apple App Store or Google Play) or via a travel website partner, you may have a subscription registered there. Check your app store subscription list before assuming Staysure is only tied to their website. Cancelling through the app store alone will not notify Staysure, leaving your account partially active and your payment method still linked. Always cancel directly with Staysure afterward to ensure complete coverage termination and prevent surprise renewals.
Step-by-step process to cancel Staysure
Follow these steps to cancel cleanly and create documentation you'll need if disputes arise later.
Step 1: gather your policy details
- Locate your policy documents and write down your policy number.
- This is the most important piece of information; without it, Staysure cannot locate your account quickly.
- Your policy number appears on your purchase confirmation email and renewal notices.
- Note the date you purchased your policy and today's date.
- This tells you whether you're within the 14-day cooling-off period, which dramatically affects your refund eligibility.
- Count 14 days from whichever is later: the issue date or the date you received your policy documents.
- Record the email address and phone number listed on your policy as the official contact channels.
- These ensure you reach the correct department within Staysure's UK office.
Step 2: contact Staysure with your cancellation request
- Send an email to Staysure's cancellations team with your policy number, full name, and date of birth clearly stated.
- Email provides written evidence of your cancellation request and the date you made it.
- Use language such as: "I request cancellation of my Staysure policy [policy number] effective immediately. Please confirm receipt of this request and provide details of any refund due."
- Alternatively, phone Staysure's customer service line and ask to speak with the cancellations team.
- Note the name of the representative and the time of your call in case you need to reference it later.
- Request written confirmation be sent to your email address within 24 hours.
- If Staysure asks why you're cancelling, you are not obliged to provide a reason-simply state you wish to cancel.
- Your right to cancel during the cooling-off period is unconditional.
Step 3: await staysure's cancellation confirmation
- Expect to receive written confirmation within 5 working days.
- This confirmation must state your cancellation effective date and any refund amount calculated.
- If you don't receive confirmation within 5 days, follow up with a second email referencing your first request and the date sent.
- Check the effective date Staysure provides.
- If you requested cancellation within the 14-day cooling-off period, the effective date should be immediate or within 1-2 business days.
- If cancellation was requested after 14 days, Staysure may set a future date; confirm this aligns with your intention.
Step 4: verify your refund (if applicable)
- Check the refund calculation Staysure provides.
- Within the 14-day cooling-off period, you should receive your full premium minus any claim or cover you've used.
- After 14 days, Staysure calculates a pro-rata refund based on the number of days remaining on your policy.
- Note the refund method and expected processing time.
- Staysure typically refunds to the original payment method within 10-15 working days.
- If no refund is offered, request written explanation of why you're ineligible under your policy terms and New Zealand law.
Step 5: cancel any third-party subscriptions
- Log into your app store account and check your active subscriptions.
- Search for "Staysure" or any travel insurance subscriptions you don't recognise.
- Cancel any Staysure-related subscriptions through the app store.
- This prevents accidental renewal and protects your payment method.
- Take a screenshot of the cancellation confirmation for your records.
Refund eligibility and timeline
Your refund depends on when you cancel and what cover you've used. Yafee has seen thousands of cancellations delayed by simple misunderstandings about timing and eligibility.
Refunds within the 14-day cooling-off period
If you cancel within 14 days of purchase (or receiving your policy documents, whichever is later), you're entitled to a full refund of your premium. Staysure must process this within 30 days of your cancellation request. The only exception is if you've already travelled, submitted a claim, or received a benefit under the policy-in which case Staysure deducts the pro-rata cost of cover you consumed.
Refunds after the 14-day cooling-off period
Once 14 days has passed, Staysure calculates a pro-rata refund based on the number of days remaining on your policy. If your annual policy cost NZD $240 and you cancel after 6 months of a 12-month term, you would receive approximately NZD $120. Staysure does not charge a cancellation fee under New Zealand law, though some policies include admin fees-check your policy wording. Process this refund within 30 days of your cancellation request.
| Cancellation timing | Refund entitlement | Processing time |
|---|---|---|
| Within 14 days of purchase | Full refund (minus any claims paid) | Up to 30 days |
| After 14 days, before policy expiry | Pro-rata refund for unused period | Up to 30 days |
| After claim submitted | No refund (unless claim declined) | N/A |
| After policy expired | No refund available | N/A |
What happens after cancellation
Cancellation is final once Staysure confirms it in writing. You're no longer covered under that policy, so plan travel insurance alternatives immediately if you still need cover.
Confirming your cancellation status
After receiving Staysure's cancellation confirmation, log into your online account (if you have one) and check that your policy no longer appears as active. Some policyholders find their account still shows "active" for a few days after cancellation-this is normal administrative lag. If your policy still shows active after 5 working days, contact Staysure again and reference your cancellation confirmation email. Retain all cancellation correspondence indefinitely; if a dispute arises about refunds or double-charging, you'll need this evidence.
Stopping automatic renewals
If you cancelled an annual policy, Staysure will not renew it. However, if your cancellation was rejected or you received a pro-rata refund, your policy may still be due to renew. Log into your Staysure account and check the "Renewal" section; if a renewal is scheduled, cancel it immediately or update your payment method to prevent accidental charging. Yafee recommends setting a calendar reminder 2 weeks before any policy would have renewed, so you catch unexpected charges early.
Checking for unexpected charges
Monitor your bank or credit card statement for 30 days after cancellation. If Staysure charges you after confirming cancellation, dispute the transaction with your bank immediately-frame it as an unauthorised charge following a confirmed cancellation request. Your bank can reverse the transaction and initiate a dispute with Staysure on your behalf. Keep copies of your cancellation confirmation and bank statements showing the date of the disputed charge.
Common mistakes that delay or block cancellation
Cancellation is straightforward when done correctly, but a few common errors can create headaches. Yafee has helped thousands of consumers avoid these pitfalls.
Not providing your policy number
Staysure's customer service system is indexed by policy number. If you contact them without it, your request is logged manually and takes 2-3 times longer to process. Always retrieve your policy number from your confirmation email or policy document before contacting Staysure. If you've lost your policy number, ask Staysure to look it up using your full name and date of birth-but expect a 3-5 day delay.
Cancelling only through your app store
If you purchased through an app store or travel website, cancelling the subscription there does not notify Staysure. Your policy remains active, renewals may still occur, and you may be charged twice-once by the app store and once by Staysure. Always cancel directly with Staysure by phone or email, regardless of where you purchased.
Missing the 14-day cooling-off deadline
The 14-day window closes on the 14th calendar day from purchase or receipt of documents-whichever is later. If you miss this window by even one day, your refund entitlement drops to pro-rata only. Count your 14 days carefully, starting from day zero (the purchase or receipt date). If you're unsure when your 14 days expire, contact Staysure and ask them to confirm the deadline in writing.
Filing a claim before cancelling
Once you file a claim, you forfeit the right to a full refund during the cooling-off period. Staysure deducts the claim payout from your refund. If your claim was declined, you may still be eligible for a full refund-contact Staysure immediately to confirm. Never file a claim if you're unsure about cancellation, as this significantly complicates your refund position.
Not requesting written confirmation
If you cancel by phone only, Staysure has no obligation to provide written proof. Insist on written confirmation via email within 24 hours of your phone call. Without written evidence, you'll struggle to prove you cancelled if Staysure later charges your card or disputes whether you requested cancellation.
What to do if Staysure refuses your cancellation
Staysure must honour cancellation requests that comply with New Zealand law. If they refuse without valid reason, escalate immediately.
Understanding valid refusal grounds
Staysure can only refuse cancellation or withhold a refund if: you filed a claim that was paid; you travelled under the policy during the cooling-off period; or your policy explicitly excludes cancellation (which would violate New Zealand law). Any other refusal is unlawful. If Staysure cites a reason you believe is invalid, request a detailed written explanation citing the specific policy clause or legal basis. Yafee advises challenging vague refusals immediately-silence is often a tactic to discourage follow-up.
Escalating to the financial markets authority
If Staysure refuses your cancellation or refund without valid legal grounds, file a complaint with the Financial Markets Authority (FMA). The FMA oversees insurance conduct in New Zealand and can compel Staysure to reverse unlawful refusals. You can lodge a complaint online at fma.govt.nz. Include your policy number, cancellation request date, and copies of all correspondence. The FMA typically responds within 5-10 working days and can issue binding directives to Staysure.
Using the dispute resolution service
Staysure participates in an independent Dispute Resolution Service (DRS) that handles complaints about insurance products and services. If Staysure refuses your refund, lodge a complaint with the DRS before pursuing legal action. The DRS is free to use and can award compensation up to NZD $15,000. This process typically takes 8-12 weeks. Request the DRS contact details from Staysure-they're obliged to provide them.
Comparison table: cancelling versus keeping your Staysure policy
Whether to cancel depends on your travel plans, the cost of the policy, and the quality of alternative cover. This table helps you weigh the decision.
| Factor | Cancel Staysure | Keep Staysure |
|---|---|---|
| Cost | Recover full or pro-rata premium | Pay the full annual or trip premium |
| Travel plans uncertain | Better option: avoid paying for unused cover | Retain flexibility, may waste premium |
| Found cheaper alternative | Better option: save money immediately | Pay more for equivalent cover |
| Still travelling within policy term | Lose coverage, must buy new policy | Better option: continuous cover assured |
| Need pre-existing condition cover | Restart cooling-off clock with new insurer | Better option: no underwriting delay |
| Within 14-day cooling-off period | Best option: full refund recoverable | Lose right to unconditional refund |
Cancellation address and contact details
Staysure operates from a UK-based office and does not maintain a physical address in New Zealand. Send all cancellation correspondence to the address listed on your policy documents or renewal notice. Yafee recommends cancelling by email (which provides automatic written proof) rather than post, as email confirmation arrives within 24 hours.
Email cancellation
Send your cancellation request to the email address printed on your policy or renewal letter. Title your email "Policy Cancellation Request" and include your policy number, full name, date of birth, and the date you wish cancellation to take effect. Request written confirmation within 24 hours.
Phone cancellation
Call the phone number on your policy documents. Have your policy number and full name ready. Ask to speak with the cancellations team, confirm you wish to cancel, and request written confirmation via email. Take note of the representative's name, the time of your call, and any reference number provided.
Postal address
If you must send a letter, use the UK address on your policy documents. Post takes 10-15 working days to arrive, delaying your cancellation effective date. Send your letter via registered post so you have proof of delivery. Include your policy number, full name, date of birth, cancellation request, and a request for written confirmation. Retain your proof of posting receipt.
Final thoughts on cancelling Staysure
Cancelling Staysure is a straightforward process when you follow the correct steps and provide the right information. Your legal rights under the Consumer Guarantees Act 1993 protect you-whether you cancel within the 14-day cooling-off period or after. Gather your policy number, contact Staysure by email for written proof, and confirm your cancellation within 5 working days. If Staysure refuses a refund you're legally entitled to, escalate to the Financial Markets Authority immediately.
Yafee has guided thousands of New Zealand consumers through this cancellation process and understands the frustration of automatic renewals and hidden charges. Our guides ensure you recover every dollar you're entitled to and avoid the common mistakes that delay refunds. Visit Yafee.com to explore other consumer rights guides and learn how to cancel other subscriptions and services with confidence. Yafee exists to put power back in your hands-because your money, and your right to change your mind, matter.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
Similar cancellation services
This letter is also available in other countries
Ready to cancel Staysure?
Join over 30,000 users who already trust us.