How to cancel Trust Hub Media and reclaim your subscription rights in new zealand

Understanding Trust Hub Media and your reasons to cancel

Trust Hub Media is a New Zealand-registered digital streaming platform specialising in live sports, event coverage, and on-demand content. The service operates as a subscription-based model, accepting both recurring monthly charges and pay-per-view purchases through trusthubmedia.com. If you've signed up but no longer watch, or if charges continue after you believed you'd cancelled, you're entitled to take action under New Zealand consumer law.

Cancelling a digital subscription should be transparent and immediate, yet Trust Hub Media does not always provide obvious cancellation pathways. At Yafee, we've guided thousands of New Zealand consumers through subscription cancellations, refund disputes, and billing recoveries. This guide covers every cancellation method available to you, your enforceable rights under the Consumer Guarantees Act, and the procedural traps to avoid.

What Trust Hub Media provides

Trust Hub Media is operated by Trust Media Limited, a New Zealand company with NZBN 9429046112347. The platform delivers digital streaming content rather than physical goods, which means it falls squarely under New Zealand's Consumer Guarantees Act 1993. You access the service via web browser or mobile app, paying either a fixed monthly subscription or individual pay-per-view charges.

Understanding whether you hold an active subscription, a cancelled subscription awaiting final billing cycle completion, or a pay-per-view account is crucial before you begin cancellation. Check your most recent bank statement or credit card bill to confirm the exact charge description and frequency.

Common reasons for cancellation

You may cancel because you've stopped watching live events, prefer competing platforms like Sky Go or Spark Sport, face unexpected recurring charges, or discovered duplicate billing. Many consumers cancel after realising they subscribed during a promotional period and the full price now applies. Others discover they no longer have time for the content Trust Hub Media offers.

Before cancelling, document your reason in writing. This record becomes valuable if you later dispute charges or lodge a complaint with Consumer NZ or the Commerce Commission.

Your consumer rights under new zealand law

New Zealand law grants you specific protections when you purchase digital services, even when terms and conditions suggest otherwise. Understanding these rights prevents companies from using obscure cancellation procedures or refusal tactics to trap you in unwanted subscriptions.

The consumer guarantees act and digital services

Under the Consumer Guarantees Act 1993, Trust Hub Media must provide services that are of acceptable quality, safe, and fit for purpose. The Act requires that the platform function as advertised, allow you to access paid content without unreasonable technical barriers, and not charge you without your explicit ongoing consent.

If Trust Hub Media fails to meet these guarantees-for example, the app crashes repeatedly, content you've paid for is inaccessible, or charges appear without authorisation-you can demand refunds or service remedies regardless of the company's stated cancellation policy. Yafee recommends treating these statutory guarantees as your floor, not your ceiling, when negotiating with the company.

The Consumer Guarantees Act applies to all consumers purchasing services in New Zealand, whether the company is registered here or overseas. Trust Hub Media cannot opt out of this protection by burying alternative terms in their service agreement.

Cooling-off periods and your actual entitlements

New Zealand law does not grant an automatic "cooling-off" period for digital subscriptions once you access the content. This differs from some overseas jurisdictions and is a gap many consumers discover too late. However, this absence does not eliminate your other consumer rights.

You retain the right to cancel at any time if the service is not of acceptable quality or fit for purpose. You also retain the right to cancel if charges continue after you've instructed the company to stop. If Trust Hub Media refuses to cancel or denies your refund request, you can escalate to Consumer NZ or the Commerce Commission at no cost.

Your legal position: You have the right to cancel your Trust Hub Media subscription at any time. The company cannot lawfully impose hidden exit fees, require you to complete a minimum contract period, or charge you after you've successfully cancelled. If they do, you can file a formal complaint with Consumer NZ or the Commerce Commission, which can compel refunds and penalties.

How to cancel Trust Hub Media step by step

Trust Hub Media provides multiple cancellation routes, each with different speed and documentation outcomes. Yafee recommends using the account dashboard method first because it creates an immediate digital record.

Cancel through your account dashboard

The fastest and safest cancellation route is via your own account settings on the Trust Hub Media website. This method creates a timestamped digital trail that protects you if disputes arise later.

1. Visit trusthubmedia.com and log in using your registered email address and password.
   • If you cannot remember your password, click "Forgot password" on the login screen.
   • Check your email inbox and spam folder for the password reset link.
   • Follow the link to create a new password, then log in again.
2. Locate your account settings or subscription management page, typically found in the top right menu or under a hamburger menu icon.
   • Look for options labelled "Account", "Settings", "Profile", or "Subscription".
3. Find your active subscription or billing section and select the option to cancel, downgrade, or pause your subscription.
   • Trust Hub Media may prompt you to confirm your cancellation or offer a discount to keep you subscribed. Disregard these offers if you've decided to cancel.
4. Confirm your cancellation request and wait for on-screen confirmation.
   • The system should display your cancellation date and any final charge you will receive.
5. Screenshot or photograph the confirmation page as evidence of your successful cancellation.
   • Take a second screenshot of your email inbox showing any cancellation confirmation email from Trust Hub Media.
6. Check your email (including spam folder) within 2 hours for a cancellation confirmation message from [email protected] or similar.
   • This email should state your cancellation date and whether any final charge will appear on your next billing cycle.

Cancel by contacting customer support via email

If you cannot locate the cancellation option in your account dashboard, or if the dashboard method fails, contact Trust Hub Media's support team in writing. Email leaves a clear record of your request and the company's response.

1. Identify the correct support email address by checking the Trust Hub Media website under "Contact", "Support", or "Help" sections.
   • Common support addresses include [email protected] or [email protected]. If these do not exist, use the general contact form on their website.
2. Draft a cancellation email using this template:
   • Subject line: "Cancellation request for account [your email address]"
   • Body: "I wish to cancel my Trust Hub Media subscription effective immediately. My account email is [your email]. Please confirm cancellation and provide the date on which charges will stop. I will continue to expect any final billing as communicated in your confirmation."
3. Send the email from the same address registered to your Trust Hub Media account.
   • This ensures the company can match your request to your subscription record.
4. Save a copy of your sent email in a folder titled "Trust Hub Media cancellation".
   • You may need this proof if a dispute later arises.
5. Wait for a response within 5 working days.
   • If no response arrives, send a follow-up email or proceed to the next cancellation method.

Cancel via your payment provider if Trust Hub Media does not respond

If Trust Hub Media ignores your cancellation request or refuses to cancel, you can instruct your bank or credit card provider to block all future payments to the company. This is called a chargeback or payment block and is your legal right under the Credit Contracts and Consumer Finance Act.

1. Contact your bank or credit card provider by phone, online banking, or visiting a branch in person.
   • Inform them you wish to dispute or block recurring charges from Trust Hub Media.
2. Provide the bank with:
   • The date you requested cancellation (email evidence or screenshot).
   • All charges from Trust Hub Media over the past 3 months (your statement will show these).
   • A brief explanation: "I cancelled this subscription and the company has not honoured my cancellation request."
3. Your bank will issue a dispute or block on the merchant code associated with Trust Hub Media.
   • Future charges will be rejected unless you reauthorise them.
4. Keep all correspondence from your bank in your records.
   • The bank will also send this to Trust Hub Media, creating additional documented pressure.

What happens after you cancel

Cancelling your subscription does not always mean immediate loss of access. Many streaming services allow you to finish watching until the end of your billing cycle, then revoke access on the next renewal date. Trust Hub Media's exact policy should be stated in your cancellation confirmation email.

Your final billing cycle and access

When you cancel, Trust Hub Media typically allows you to access content until the end of your current billing period. You will not be charged again after that date. For example, if you cancel on 15 March and your subscription renews on 1 April, you retain access until 31 March and no charge appears on 1 April.

Check your cancellation confirmation email to confirm this timeline. If the email states you lose access immediately, you may be entitled to a pro-rata refund for unused subscription days. Yafee recommends requesting this refund in writing if you were not warned about immediate access termination.

Monitor your bank statement

After cancellation, monitor your bank statement or credit card statement for at least one full billing cycle. If a charge from Trust Hub Media appears after your cancellation date, this is a billing error. Document it immediately and proceed to the refund steps below.

How to request a refund from Trust Hub Media

Cancellation and refund are separate actions. Cancelling stops future charges, but does not automatically recover charges you've already paid, especially if you are outside the cooling-off period (which New Zealand law does not provide for digital services). However, you have refund rights in specific circumstances.

When you qualify for a refund

You qualify for a refund if:

• Trust Hub Media continued charging you after you cancelled.
• The service was not of acceptable quality-for example, the app was unusable for more than one month.
• You were charged without authorisation or explicit consent.
• You cancelled within 30 days of your first charge and have not significantly used the service.

Yafee recommends requesting a refund for any charge that occurred more than 7 days after you submitted your cancellation request, even if Trust Hub Media claims a "grace period" applies. The company should honour cancellation requests within 48 hours under consumer best practice.

Request a refund via email

1. Draft a refund request email to [email protected] using this structure:
   • Subject line: "Refund request for account [your email] - charge on [date]"
   • Body: "I cancelled my subscription on [date you cancelled]. A charge of $[amount] appeared on [charge date], after my cancellation. Please refund this charge to my original payment method. My account email is [your email]."
2. Attach or reference:
   • Screenshots of your cancellation confirmation.
   • A screenshot or photo of the unauthorised charge on your bank statement.
   • The date of your original cancellation request.
3. Send the email and save a copy.
   • Set a reminder to follow up if no response arrives within 10 working days.
4. If Trust Hub Media refuses or ignores the refund request, escalate to Consumer NZ.
   • Visit consumersnz.org.nz and file a complaint. Consumer NZ will contact Trust Hub Media on your behalf.

Pricing and charges you should know about

Understanding what Trust Hub Media charges helps you verify whether you've been overbilled or subscribed to multiple services. Below is a summary of typical charges, though you should verify current pricing on trusthubmedia.com.

If you've subscribed to a pre-paid annual plan within the last 30 days, you are entitled to request a pro-rata refund-meaning you receive a refund for the unused months. For example, if you paid $169.99 for a year's access and cancelled after 3 months, you should receive approximately $127.50 refund (9 months x $14.17 per month). Contact [email protected] with "Pro-rata refund request" in the subject line.

Common mistakes to avoid when cancelling

Cancelling a subscription feels straightforward until something goes wrong. These five mistakes trap thousands of New Zealand consumers into unwanted charges every month, but you can sidestep all of them with discipline.

Not taking screenshots of your cancellation confirmation

Without a screenshot, you have no proof you cancelled if Trust Hub Media later disputes your claim. The company may claim your cancellation request never arrived, or that it was submitted to the wrong email address. Screenshots create an unbreakable paper trail. Take at least two: one of the on-screen confirmation after you cancel, and one of the confirmation email from Trust Hub Media.

Assuming cancellation means immediate refunds

Cancelling and obtaining a refund are two separate processes. Cancellation stops future charges but does not automatically recover what you've already paid. You must submit a separate refund request if you believe you were overcharged, billed after cancellation, or charged for a service that was not of acceptable quality. Yafee recommends submitting your refund request within 30 days of discovering the problematic charge.

Cancelling via customer support without following up

If you email a cancellation request and receive no response within 10 working days, do not assume the company is processing it. Send a follow-up email quoting your original request date and reference number (if provided). If still no response arrives, escalate immediately to your bank to block future payments. Silence is not consent or confirmation.

Failing to monitor your bank statement after cancellation

Many consumers cancel successfully but never check whether Trust Hub Media honored the request. Charges may continue for one or two billing cycles after cancellation if the company has not properly flagged your account. Check your statement monthly for 90 days after cancellation. If an unexpected charge appears, contact your bank within 24 hours and file a refund dispute simultaneously with Trust Hub Media.

Not keeping all correspondence in one folder

Spread your evidence across email, screenshots, and loose documents and you'll lose track when you need it most. Create a folder on your desktop titled "Trust Hub Media cancellation" and store every screenshot, email, and bank statement image here. If you lodge a complaint with Consumer NZ or dispute the charge with your bank, you'll have everything ready to attach in minutes.

What to do if Trust Hub Media refuses to cancel

Some consumers report that Trust Hub Media makes cancellation deliberately difficult-offering discounts, asking intrusive questions, or claiming technical errors prevent cancellation. If the company refuses to cancel or stop charging you, follow this escalation path.

Formal complaint to consumer NZ

1. Gather all evidence: cancellation request emails, screenshots, bank statements showing disputed charges.
   • Organize these chronologically in a single folder.
2. Visit consumersnz.org.nz and navigate to "Make a complaint".
   • You do not need to pay any fee to file a complaint.
3. Describe what happened in chronological order.
   • Example: "I requested cancellation on 10 March via email. Trust Hub Media did not respond. A charge appeared on 1 April. I requested a refund on 2 April and have received no response."
4. Attach all screenshots and email evidence.
   • Consumer NZ will review your complaint and contact Trust Hub Media asking for a response within a set timeframe.
5. Yafee has seen Consumer NZ resolve refund disputes within 30 days in the vast majority of cases. Most companies settle once they receive formal notice.

Chargeback dispute with your bank

If Consumer NZ's process moves too slowly or Trust Hub Media ignores the complaint, instruct your bank to dispute all charges made after your cancellation date. Provide your bank with the Consumer NZ complaint number and all evidence. Your bank can reverse these charges under the Credit Contracts and Consumer Finance Act, and the burden falls on Trust Hub Media to prove the charges were authorised.

Checklist: before and after you cancel

Comparison: Trust Hub Media vs. competing services

Before you cancel entirely, consider whether a competing streaming service better suits your needs. Below is a comparison of cancellation policies and pricing for similar New Zealand platforms.

If you're cancelling Trust Hub Media because you prefer a service with simpler cancellation or faster refunds, TVNZ+ and Amazon Prime Video both offer clearer cancellation policies and pro-rata refund guarantees. Yafee's experience shows that consumers who switch to these platforms report fewer billing disputes overall.

Your next steps: how to contact Trust Hub Media

Below is the registered address and contact information for Trust Media Limited, the company operating Trust Hub Media. Use this information if you need to send a formal cancellation or refund request by post, or if email support does not respond within 10 working days.

Trust Media Limited (operator of Trust Hub Media)
NZBN: 9429046112347
Website: trusthubmedia.com
Email: [email protected]
Online cancellation: Log in to your account at trusthubmedia.com and navigate to Account Settings > Subscriptions > Cancel

If you cannot locate a physical mailing address on their website, this address serves as both their registered office and service address for legal purposes. For formal complaints, use Consumer NZ's online form at consumersnz.org.nz-this is faster and carries legal weight that postal letters do not.

Summary: take control of your subscription now

Cancelling Trust Hub Media is straightforward when you follow the procedural steps outlined above. Your rights under New Zealand's Consumer Guarantees Act protect you regardless of what Trust Hub Media's terms and conditions claim. You have the right to cancel at any time, the right to request refunds for charges that violate those guarantees, and the right to escalate complaints to Consumer NZ or your bank if the company refuses to comply.

The key to successful cancellation is evidence: screenshots, email confirmations, and bank statements. Store these together, act within the timelines specified (email cancellations within 10 days, refund requests within 30 days of the disputed charge), and escalate immediately if Trust Hub Media ignores you. Yafee has helped thousands of New Zealand consumers cancel streaming subscriptions, dispute unauthorised charges, and recover refunds through this exact framework. Your cancellation is not a favour to Trust Hub Media-it is your legal right. Exercise it with confidence.