How to cancel Carly subscription in new zealand and protect your rights

What Carly is and why you might want to cancel

Carly is a vehicle diagnostic and coding application paired with an OBD (on-board diagnostics) adapter that enables you to read fault codes, reset service lights, and access brand-specific vehicle features through your smartphone. You connect the physical Carly adapter to your vehicle's diagnostics port, then use the mobile app to unlock premium capabilities via yearly subscription plans. At Yafee, we understand that subscription services don't always align with your long-term needs, and cancelling Carly should be straightforward, transparent, and legally protected.

The service operates on tiered subscriptions covering single-brand diagnostics, multi-brand vehicle access, and advanced coding guidance. Prices display in New Zealand dollars through the Apple App Store or Google Play Store. If Carly no longer suits your vehicle maintenance routine or budget, this guide walks you through every cancellation method, refund possibility, and legal protection you hold under New Zealand consumer law.

How Carly works in practice

Once you purchase a subscription, you receive access to the Carly app on iOS or Android and pair it with the Carly OBD adapter via Bluetooth connectivity. Your subscription unlocks specific vehicle brand diagnostics and periodic feature updates. The app stores diagnostic logs and settings linked to your Carly account, which remains active even after cancellation unless you request account deletion through the app or contact the company directly.

Common reasons customers cancel Carly

Vehicle owners frequently cancel after discovering the app lacks support for their specific vehicle model, preferring free alternatives like Torque Pro, finding cheaper diagnostic tools elsewhere, or recognising they don't use premium features regularly enough to justify ongoing costs. Yafee recommends assessing your actual usage patterns before your next billing cycle so you can cancel before automatic renewal charges your payment method.

Carly subscription plans and pricing in new zealand

Yafee has compiled the main Carly subscription tiers available through New Zealand app stores, though exact NZD prices fluctuate based on store currency conversion rates and active promotional offers.

Exact pricing appears in the App Store or Google Play Store at the moment of purchase. If you're unsure which subscription tier you currently hold, check your subscription settings in iOS Settings or the Google Play console before attempting cancellation.

Your consumer rights when cancelling Carly in new zealand

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you when purchasing digital services, giving you legal grounds to cancel, claim refunds, or seek compensation in specific circumstances.

What the consumer guarantees act 1993 protects

Under New Zealand law, digital services supplied to consumers must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Carly doesn't work as advertised, crashes frequently, fails to support your vehicle model despite claiming to, or contains misleading descriptions of features, you may have grounds to cancel and claim a refund under the Consumer Guarantees Act. This protection applies regardless of whether you purchased the subscription directly or through the App Store or Google Play.

Acceptable quality means the service performs as a reasonable consumer would expect given the price, age, and representations made about it. If the app repeatedly fails to diagnose your vehicle correctly or doesn't support your vehicle's year or model despite Carly's marketing materials suggesting it does, this constitutes a breach of the acceptable quality guarantee.

Fair trading act protections and misleading conduct

The Fair Trading Act 1986 prohibits suppliers from making false or misleading representations about goods or services. If Carly's marketing claims features or vehicle compatibility that don't exist in the actual app, or if subscription renewal terms weren't clearly disclosed before purchase, you can lodge a complaint with the Commerce Commission, New Zealand's primary consumer protection authority.

Misleading conduct includes hiding auto-renewal terms in fine print, failing to disclose cancellation restrictions, or exaggerating which vehicle models the app supports. Document screenshots of any misleading claims and your cancellation attempts before contacting the Commerce Commission.

Your legal position

You have a statutory right under the Consumer Guarantees Act to cancel Carly if the service fails to meet acceptable quality standards or is unfit for its intended purpose. You also have the right to a full refund if you discover the product doesn't match the supplier's description. These rights exist independently of any refund policy Carly publishes. If Carly refuses to refund or cancels your account improperly, you can escalate to the Commerce Commission or seek advice from Citizens Advice Bureau.

How to cancel Carly on iOS (Apple app store)

Cancelling your Carly subscription on iOS requires you to access the subscription management settings in the Apple App Store rather than within the Carly app itself.

Step 1: open iPhone settings and navigate to subscriptions

1. Unlock your iPhone and open the Settings app.
2. Tap your Apple ID profile banner at the top of the Settings menu.
3. Select Subscriptions from the list of options.
4. Look for Carly in the active subscriptions list.

Step 2: select Carly and choose cancel subscription

1. Tap the Carly subscription entry.
2. Select Cancel subscription or Turn off auto-renewal (wording varies by iOS version).
3. Confirm your cancellation when prompted.
4. Apple will display your cancellation confirmation date on screen.

Step 3: verify cancellation and check your email

1. Return to the Subscriptions menu to confirm Carly no longer appears in your active subscriptions.
2. Check your email for a cancellation confirmation from Apple.
3. If you don't receive confirmation within 5 minutes, repeat steps 1-2 to ensure the cancellation processed.

Your access to Carly continues until the end of your current billing period. After that date, the app becomes unusable and you receive no further charges.

How to cancel Carly on android (Google play store)

Cancelling your Carly subscription on Android requires access to the Google Play Store subscription management section, similar to the iOS process but using different menu pathways.

Step 1: open google play store and access your account

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Select Payments and subscriptions from the dropdown menu.
4. Tap Subscriptions to view active subscription entries.

Step 2: select Carly and cancel the subscription

1. Find and tap Carly in your subscriptions list.
2. Select Cancel subscription.
3. Read the cancellation notice (which may describe any final billing or refund eligibility).
4. Tap Continue cancelling to finalise the request.

Step 3: confirm and verify your cancellation

1. Review the final confirmation screen showing your cancellation effective date.
2. Check your registered Google Account email for a cancellation confirmation from Google Play.
3. Return to the Subscriptions menu to verify Carly no longer appears as active.

Your Carly access ends on the date displayed in the cancellation confirmation. You retain usage rights until that date, then the subscription terminates.

Refunds, billing timeline, and what happens after cancellation

Understanding your refund eligibility and what occurs after you cancel prevents confusion and helps you verify whether Carly is charging your payment method after the cancellation date.

When you're eligible for a refund

App Store and Google Play refund policies differ from Carly's own refund policy. Apple and Google allow refunds within 14 days of purchase if you cancel before first using the subscription. After 14 days, refunds depend on whether you can demonstrate a service failure under consumer law. Yafee recommends acting quickly if you've just purchased and wish to reclaim the full subscription cost.

If Carly fails to deliver the advertised service (for example, the app crashes, doesn't support your vehicle despite claiming to, or falsely advertises features you don't receive), you have grounds to request a refund from the App Store or Google Play, supported by the Consumer Guarantees Act. Keep screenshots of the app's description, your vehicle details, and any error messages as evidence.

Requesting a refund through apple app store

1. Visit reportaproblem.apple.com on a web browser or mobile device.
2. Sign in with your Apple ID credentials.
3. Select the Carly transaction you wish to dispute.
4. Choose I would like a refund for this purchase.
5. Select your reason: "The app doesn't work as described" or "Technical issues" if applicable.
6. Write a brief explanation citing any service failures or unmet promises.
7. Submit your request.

Apple typically responds within 48 hours. If you're refused, escalate to the Commerce Commission by providing Apple's refusal and evidence of the service failure.

Requesting a refund through google play

1. Open Google Play Store and access your Payments and subscriptions menu.
2. Select the Carly subscription transaction under Purchase history or Billing.
3. Tap Request a refund or Report a problem.
4. Choose your reason and describe the service issue in detail.
5. Submit the refund request.

Google processes refund requests within 3-5 business days. If declined, you can request escalation through their appeals process or contact the Commerce Commission.

Timeline after cancellation

After you cancel, Carly ceases auto-renewal immediately in the App Store or Google Play system. Your access continues until the end of your current billing period (typically your annual renewal date). Monitor your bank or payment card statements for 30 days after cancellation to confirm no further charges occur. If Carly continues charging after your cancellation date, contact your bank or payment provider and lodge a dispute within 120 days of the unauthorised charge.

Common cancellation mistakes and how to avoid them

Cancellation is straightforward, but small oversights can leave you confused about your status or facing unexpected charges. Here's how to stay protected.

Mistake 1: cancelling only the app without cancelling the subscription

Deleting the Carly app from your device does not cancel your subscription. The App Store or Google Play continues to charge your payment method on your renewal date even though the app is no longer installed. You must cancel the subscription through your app store's subscription management menu, not by uninstalling the app.

Mistake 2: assuming carly's in-app cancellation option exists

Many users open the Carly app and search for a "Cancel subscription" or "Account settings" menu within the app itself. Carly doesn't typically provide an in-app cancellation option. Cancellation must occur through the Apple App Store or Google Play Store subscription menus. If Carly directs you to contact support via email for cancellation, request a written confirmation and allow up to 10 business days for a response.

Mistake 3: not verifying cancellation in your app store account

After you submit a cancellation request, immediately navigate back to your subscription list and confirm Carly no longer appears as "Active" or "Will renew on [date]". If the subscription still shows as active, repeat the cancellation steps. Some users assume cancellation is complete without this verification step and later discover they've been charged.

Mistake 4: missing the 14-day refund window

If you purchased Carly within the last 14 days and haven't fully used it, request a refund immediately through reportaproblem.apple.com or Google Play. After 14 days, refunds become harder to obtain unless you prove a service failure. Yafee advises submitting refund requests before the 14-day window closes.

Mistake 5: not documenting the subscription status before cancelling

Take a screenshot of your Carly subscription page (showing the renewal date and subscription tier) before you cancel. If a dispute arises later-for example, Carly claims it never received your cancellation-you have proof of your subscription status and the date you initiated cancellation.

What to do after cancelling Carly

Cancellation is complete, but a few follow-up actions protect your account and finances in the weeks following your cancellation date.

Monitor your bank statements for 30 days

Check your bank account or payment card statements for unexpected Carly charges for at least 30 days after your cancellation date. If you see a charge after your confirmed cancellation, contact your bank or payment provider immediately and report the charge as unauthorised. You have the right under the Fair Trading Act to dispute charges for services you didn't authorise or that were billed after cancellation.

Request account data deletion if desired

Cancellation of your subscription does not automatically delete your Carly account or the diagnostic data stored within it. If you wish to remove your account entirely, contact Carly support via their website or the app's help section and request account deletion. Provide your associated email address and confirm you've already cancelled your subscription. Allow up to 30 days for account deletion to process.

Check your email for confirmation of refund status

If you've requested a refund through the App Store or Google Play, monitor your email for updates. Apple and Google send refund status notifications within 48 hours to 5 business days. Refunds typically appear in your original payment method within 3-10 business days after approval.

Comparison of subscription features and alternative diagnostic tools

Before you cancel, consider whether a different Carly plan or alternative diagnostic tool better suits your needs. The table below compares Carly's main plans and similar tools available in New Zealand.

If you're cancelling because you want lower cost, Torque Pro offers one-time payment and eliminates recurring charges. If you value brand-specific features, switching from single-brand to multi-brand Carly may be more economical than cancelling entirely. Discuss your options before finalising cancellation.

Contacting Carly support and escalation addresses

If Carly refuses to cancel your subscription, charges your account after cancellation, or fails to respond to refund requests, escalate your complaint to the relevant authorities. Yafee strongly advises documenting all communication attempts before escalating.

Carly company details and registered office

Carly is operated by Carly NZ Limited, a company registered in New Zealand. The registered office address is held on the New Zealand Companies Office register. If Carly has no dedicated customer service cancellation postal address, send cancellation requests via email (if available on their support pages) or through the app's help section and request written confirmation of receipt.

Escalation to the commerce commission

If Carly fails to cancel your subscription, refunds your money, or continues charging after cancellation despite your documented cancellation request, lodge a formal complaint with the Commerce Commission (comcom.govt.nz). The Commerce Commission investigates breaches of the Fair Trading Act 1986 and Consumer Guarantees Act 1993 and can compel Carly to refund you and pay compensation for losses.

Include in your complaint:

• Screenshots of your subscription purchase and cancellation request.
• Copies of any emails or messages sent to Carly support.
• Bank statements showing charges after your cancellation date.
• A timeline of events (purchase date, cancellation request date, and any charges thereafter).
• A clear description of what went wrong and what remedy you're seeking.

Escalation to citizens advice bureau

Citizens Advice Bureau (cab.org.nz) provides free consumer advice and can help you understand your rights and next steps if you're in dispute with Carly. They can review your cancellation attempts and advise whether you have grounds for legal action or a formal complaint to the Commerce Commission.

Checklist: ensuring your Carly cancellation is complete

Use this checklist to verify that your cancellation is processed correctly and no unexpected charges occur.

Key takeaways and next steps

Cancelling your Carly subscription in New Zealand is straightforward when you follow the correct steps through the Apple App Store or Google Play Store. Your consumer rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you if Carly fails to deliver the advertised service or continues charging after cancellation. Cancel through your app store's subscription menu, not by deleting the app. Verify cancellation immediately, monitor your bank statements for 30 days, and request a refund if you're within the 14-day window or can demonstrate a service failure.

If Carly refuses to honour your cancellation, charges you after cancellation, or declines a refund, escalate your complaint to the Commerce Commission with supporting documentation. Yafee has helped thousands of consumers cancel unwanted subscriptions, understand their legal rights, and recover refunds through our clear, step-by-step guidance. Your financial security matters, and you deserve transparent, hassle-free cancellation. Take action today, verify your cancellation within 24 hours, and protect your account from future charges.