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Frequently asked questions
Cancel DoNotPay: The Right Way
How to cancel DoNotPay and recover your subscription fee in new zealand
What DoNotPay is and why you might want to cancel
DoNotPay is a subscription-based legal assistance platform that generates dispute letters, manages consumer claims, and automates certain administrative tasks. You access it via their website or mobile app, and the service operates on an auto-renewing subscription model. Consequently, understanding your cancellation rights under New Zealand consumer law is essential to avoid unexpected charges and protect your position.
How DoNotPay operates
DoNotPay offers its service across three main channels: the web portal, the Apple App Store (iOS), and Google Play (Android). Each platform maintains separate billing systems and subscription records. This means a cancellation on the website will not automatically cancel your app subscription, and vice versa. You must cancel from the same platform where you originally subscribed to ensure your billing stops completely.
Current pricing in new zealand
DoNotPay charges a subscription fee through the New Zealand App Store at NZD $65.99 per billing period, though the exact length of each billing cycle is not always transparent at the point of sale. The web portal may display different pricing tiers. Before cancelling, confirm your current payment amount and renewal date in your account settings so you understand exactly what you are being charged.
Your consumer rights under new zealand law
The Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA) protect you when you purchase digital services like DoNotPay. Your legal rights do not vanish simply because you clicked "subscribe".
Protection against misleading claims
Under the Fair Trading Act 1986, a business must not make misleading or deceptive claims about its goods or services. If DoNotPay's marketing promised "fully automated" dispute resolution but the service required substantial manual input from you, or if the platform was described as "instant" but failed to deliver in reasonable timeframes, you have grounds to dispute the charge. Document any discrepancies between the marketing claims and your actual experience before contacting support.
Quality and fitness guarantees
Section 13 of the Consumer Guarantees Act 1993 guarantees that services will be of acceptable quality and fit for purpose. If DoNotPay failed to generate correct dispute letters, returned generic responses unrelated to your situation, or did not function as described, the service failed to meet this guarantee. In such cases, you may be entitled to a refund, a remedy, or cancellation without penalty. Yafee recommends photographing or recording screenshots of any malfunctions before contacting DoNotPay's support team, as these become evidence of your claim.
How to cancel DoNotPay from your web account
If you subscribed through the DoNotPay website, you must use the online account dashboard to stop future billing. Follow these steps in order.
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Log in to your DoNotPay account
- Visit the DoNotPay website using a web browser.
- Enter your registered email address and password in the login form.
- If you have forgotten your password, click the "Forgot password" link and follow the email reset instructions immediately.
- Complete any two-factor authentication (2FA) prompts if enabled on your account.
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Navigate to your account settings and subscription menu
- Once logged in, look for a menu icon (three horizontal lines) or a "Settings" option, typically in the top right corner of the page.
- Click this menu and select "Account Settings" or "Subscription Settings" from the dropdown.
- If you cannot find these options, try searching the settings page for keywords like "billing" or "subscription".
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Locate the cancellation button
- Scroll through the subscription section until you see "Cancel Subscription", "Manage Subscription", or "End Membership".
- Click or tap this button to start the cancellation workflow.
- Do not confuse this with "pause" or "temporarily suspend" options, which keep your account active.
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Review the cancellation terms and confirm immediately
- DoNotPay will display a confirmation page outlining your cancellation date and any remaining access.
- You may see retention offers (discounts or extended free access) designed to persuade you to stay subscribed.
- Ignore these offers unless you genuinely wish to continue. Proceed with the cancellation confirmation.
- Click "Confirm Cancellation" or the equivalent button to finalise the action.
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Time your cancellation to avoid surprise charges
- Cancel at least 48 hours before your next renewal date to ensure DoNotPay does not charge your payment method again.
- Check your account dashboard for the exact renewal date and set a reminder two days beforehand.
- If you miss this window and are charged after cancellation, contact your bank or payment provider immediately to dispute the charge (see section on refunds below).
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Confirm cancellation by email
- DoNotPay should send you a confirmation email acknowledging your cancellation request.
- Save this email in a dedicated folder for your records.
- If you do not receive a confirmation within 24 hours, log back in and verify that your subscription status shows as "Cancelled" or "Active until [date]".
How to cancel DoNotPay on your apple device (iOS)
If you subscribed through the Apple App Store, you must cancel directly through Apple's subscription management system, not within the DoNotPay app itself. Apple handles all billing for App Store subscriptions, so your payment records and cancellation are managed by Apple.
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Open Apple's Manage Subscriptions page on your iPhone or iPad
- Open the App Store app on your Apple device.
- Tap your profile icon in the top right corner of the screen.
- Select "Subscriptions" from the menu that appears.
- You will see a list of all active subscriptions tied to your Apple ID.
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Find and select DoNotPay from your subscription list
- Scroll through your subscriptions until you locate "DoNotPay".
- Tap on it to open the subscription details page.
- This page shows your renewal date, price, and cancellation options.
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Tap the cancel option
- On the subscription details page, look for a "Cancel Subscription" or "Cancel Renewal" button.
- Tap this button to enter the final confirmation step.
- Apple may offer you a retention incentive; ignore this unless you wish to stay subscribed.
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Confirm your cancellation in the Apple system
- Apple will ask you to confirm that you want to cancel the subscription.
- Read the confirmation message to understand your access deadline (usually the end of your current billing period).
- Tap "Confirm" or "Cancel Subscription" to finalise the action.
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Verify cancellation immediately
- Return to the subscriptions list and confirm that DoNotPay no longer appears as "Active".
- It should now show "Expires on [date]" or similar language.
- Take a screenshot of this confirmation for your records.
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Monitor your next billing cycle
- Check your Apple ID email and payment statement after the expiry date to confirm no charge was applied.
- If Apple charges you after cancellation, contact Apple Support immediately with your cancellation confirmation screenshot.
How to cancel DoNotPay on android (Google play)
Android users who subscribed through Google Play must cancel via the Google Play Store app or website. Google, like Apple, controls all billing for Play Store subscriptions, so your cancellation authority is Google, not DoNotPay.
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Open the Google Play Store app on your Android device
- Tap the Google Play Store icon on your device's home screen.
- Look for your profile icon (usually in the top right corner) and tap it.
- Select "Subscriptions" from the menu that appears.
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Find DoNotPay in your active subscriptions
- You will see a list of all active subscriptions associated with your Google Account.
- Locate "DoNotPay" in this list and tap on it.
- The subscription details page will show your renewal date and pricing.
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Tap the cancel option
- On the DoNotPay subscription page, look for a "Cancel Subscription" button.
- Tap this button to start the cancellation process.
- Google may display a retention offer at this point; proceed past it unless you wish to remain subscribed.
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Complete the Google cancellation workflow
- Google will ask you to confirm your cancellation reason and acknowledge your final access date.
- Select a cancellation reason from the dropdown menu (optional, but helpful for feedback).
- Tap "Cancel Subscription" to confirm and complete the process.
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Confirm the cancellation took effect
- Return to your subscriptions list and verify that DoNotPay no longer appears as "Active".
- It should now display an expiration date rather than a renewal date.
- Screenshot this confirmation for your records.
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Check your billing statement after the expiry date
- Monitor your Google Play payment method (usually linked to a credit or debit card) for the next billing cycle.
- If Google charges you after the expiry date, contact Google Support immediately with your cancellation confirmation screenshot.
Refunds and what to do if DoNotPay charged you after cancellation
New Zealand consumer law gives you strong protections if DoNotPay charged your account after you cancelled or if the service failed to meet statutory guarantees. Your legal position depends on the circumstances of your claim.
Your legal position on refunds
Under the Consumer Guarantees Act 1993, you have a statutory right to refund or remedy if a service is faulty, unsafe, or significantly unfit for its stated purpose. If DoNotPay was misrepresented in its marketing, charged you after a valid cancellation, or failed to deliver promised functionality, the Commerce Commission and the District Court recognise your entitlement to compensation. Yafee recommends gathering evidence of any unauthorised charges or service failures before contacting DoNotPay, as this strengthens your position.
Requesting a refund from DoNotPay directly
Contact DoNotPay's support team with a written refund request. Your message should include the following information:
- Your full name and account email address.
- The exact amount charged and the date of the charge.
- A clear statement: "I cancelled my DoNotPay subscription on [date]. I was charged on [date] after cancellation. This charge was unauthorised under the Consumer Guarantees Act 1993. I request a full refund of NZD $[amount]."
- Screenshots of your cancellation confirmation and your bank statement showing the unauthorised charge.
- A deadline for response: "I expect your response within 10 business days. If you do not respond or refuse, I will escalate this matter to the Commerce Commission."
Send this request via DoNotPay's official contact method (email or in-app support). Keep a copy of your message and all attachments.
Disputing the charge with your bank or payment provider
If DoNotPay refuses your refund request or does not respond within 10 business days, contact your bank or payment card company immediately. Provide them with your cancellation confirmation and the unauthorised charge details. Your bank can initiate a chargeback or reversal, which forces DoNotPay to prove the charge was legitimate. In New Zealand, banks are obligated to investigate chargeback claims within 30 days under the Interchange Fees Determination 2011.
Escalating to the commerce commission
If DoNotPay refuses to refund and your bank's chargeback fails, lodge a formal complaint with the Commerce Commission (comcom.govt.nz). The Commerce Commission enforces the Fair Trading Act 1986 and investigates breaches of consumer protection law. Your complaint should describe the misleading marketing, the unauthorised charge, and your attempts to resolve the matter directly. Yafee has guided users through this process and found that Commission intervention often resolves disputes within 8 to 12 weeks.
Pricing comparison and what you should know before paying
Understanding DoNotPay's cost structure helps you decide whether cancellation makes financial sense for your situation.
| Platform | Billing period | Cost (NZD) | Cancellation method | Refund policy |
|---|---|---|---|---|
| Web (donotpay.com) | Monthly or annual (varies) | $65.99 monthly equivalent | Account dashboard | No automatic refund; depends on service quality claim |
| Apple App Store (iOS) | Monthly | $65.99 | Apple's Manage Subscriptions page | Apple may refund if cancelled within 14 days of first charge |
| Google Play (Android) | Monthly | $65.99 | Google Play subscription manager | Google may refund if cancelled within 48 hours of charge |
| Web (annual plan if available) | 12 months | Varies (typically $600+ equivalent) | Account dashboard | Limited; consumer law remedies apply |
Common mistakes to avoid when cancelling DoNotPay
Cancelling a subscription can feel straightforward, but these pitfalls catch many users off guard. Yafee recommends reviewing this section to safeguard your refund claim.
Mistake 1: cancelling on the wrong platform
If you subscribed via the Apple App Store but cancel via the DoNotPay website, your web cancellation will not affect your iOS billing. Apple will continue charging your payment method monthly. You must cancel from the exact platform where you originally subscribed. Check your email receipts to confirm which platform you used, then cancel there.
Mistake 2: waiting too long after renewal
DoNotPay and app store platforms charge on your renewal date first, then process cancellations after. If you cancel within 24 hours of renewal, the charge has already hit your account. Cancel at least 48 hours before your renewal date. If you miss this window, immediately contact support or your payment provider to dispute the unauthorised charge rather than hoping for a later refund.
Mistake 3: confusing "pause" or "temporary suspension" with cancellation
Some subscription platforms offer "pause" or "suspend" options that keep your account active and resume billing automatically after a set period. DoNotPay may include similar options. Ensure you select "Cancel Subscription" or "End Membership" permanently, not a pause feature. Read the confirmation message carefully before finalising.
Mistake 4: deleting the DoNotPay app without cancelling the subscription first
Uninstalling the DoNotPay app does not cancel your subscription. Your billing continues through the app store regardless of whether the app is installed. Always cancel the subscription through your account or the app store system before deleting the app. Yafee advises taking a screenshot of your cancellation confirmation before you delete anything from your device.
What happens after you cancel DoNotPay
Cancellation is not always instantaneous, and understanding the post-cancellation timeline prevents confusion about your remaining access and billing.
Your access after cancellation
DoNotPay typically allows you to use the service until the end of your current billing period, even after you cancel. For example, if your renewal date is 15 January and you cancel on 10 January, you retain access until 14 January at 11:59 PM. After midnight on your expiry date, the app may show a "subscription expired" message or lock paid features. This is normal.
Confirming cancellation in your account
Log back into your DoNotPay account (web or app) at least 24 hours after cancellation. Your subscription status should now display "Expires on [date]" rather than "Renews on [date]". If it still shows as active or renewing, contact DoNotPay support immediately with your cancellation confirmation email. This step protects you if there is a system error on DoNotPay's side.
Monitoring your payment statement
Check your bank or payment card statement for 30 days after your expiry date to confirm DoNotPay did not charge you again. If a second charge appears, do not ignore it. Contact your bank immediately to report an unauthorised transaction and request a chargeback. Yafee recommends setting a calendar reminder to review your statement one week after the expiry date, so you catch any rogue charges early.
How to complain if DoNotPay refuses to cancel or refund
If DoNotPay ignores your cancellation request, refuses a refund, or claims you are not entitled to one, you have formal complaint channels under New Zealand consumer law.
Formal written complaint to DoNotPay
Send a registered letter or email to DoNotPay's official contact address with the subject line "Formal Complaint: Breach of Consumer Guarantees Act 1993 and Fair Trading Act 1986". Your letter must include:
- Your name, account email, and contact details.
- The nature of the dispute (unauthorised charge, misrepresented service, refusal to cancel).
- Copies of your cancellation request, DoNotPay's response (if any), and evidence of the charge.
- A statement that you intend to escalate to the Commerce Commission if the matter is not resolved within 10 business days.
- Your requested resolution (e.g., full refund of NZD $65.99).
Keep a dated copy of this letter and send it via a method that provides proof of delivery (registered post or email with read receipt).
Commerce commission complaint
If DoNotPay does not respond or refuses your claim, file a complaint with the Commerce Commission (comcom.govt.nz/complaints). The Commission investigates potential breaches of the Fair Trading Act 1986 and the Consumer Guarantees Act 1993. Your complaint should detail:
- DoNotPay's misleading or deceptive conduct (e.g., promised "automated" service but required manual work).
- The harmful effect on you (the unauthorised charge or refusal to cancel).
- Your attempts to resolve the matter with DoNotPay.
- Any supporting evidence (screenshots, emails, bank statements).
The Commission does not charge to lodge a complaint and typically investigates within 8 to 12 weeks.
Checklist for cancelling DoNotPay successfully
Use this checklist to ensure you have completed every step needed to cancel DoNotPay and protect your refund claim.
| Task | Status | Evidence to keep |
|---|---|---|
| Confirm the platform where I subscribed (web, Apple, or Android) | ✓ | Email receipt from DoNotPay or app store |
| Log in to my account and find my renewal date | ✓ | Screenshot of account dashboard showing renewal date |
| Cancel at least 48 hours before renewal | ✓ | Screenshot of cancellation confirmation page |
| Receive cancellation confirmation email or notification | ✓ | Saved email or in-app notification screenshot |
| Verify subscription status changed to "Expires" (not "Renews") after 24 hours | ✓ | Second screenshot of account dashboard post-cancellation |
| Check bank or payment statement 7 days after expiry date for unauthorised charges | ✓ | Bank statement showing no DoNotPay charge after expiry |
Contacting DoNotPay about your cancellation or refund
If you need to reach DoNotPay's support team to confirm your cancellation or request a refund, use the contact method listed in their Terms of Service. As of the most recent update, DoNotPay provides a mailing address for formal disputes and cancellation notices:
DoNotPay support contact details:
Mail: Check the DoNotPay website's "Contact Us" page for their current mailing address, as physical addresses may change.
Email: Support requests are typically handled through the in-app support chat or an email address listed on their website.
Note: DoNotPay does not publish a dedicated New Zealand contact address. Use the address on their global "Contact Us" page or send correspondence via registered mail to ensure proof of delivery.
When contacting DoNotPay, reference the Consumer Guarantees Act 1993 and cite any misrepresentation in their marketing. A formal, law-grounded approach increases the likelihood of a swift resolution.
Summary: cancel DoNotPay and understand your rights
Cancelling DoNotPay is straightforward if you use the correct platform and act before your renewal date. The key steps are: (1) identify where you subscribed; (2) cancel at least 48 hours before renewal; (3) confirm cancellation within 24 hours; (4) monitor your payment statement for 30 days after expiry. If DoNotPay charges you after cancellation or the service was misrepresented, the Consumer Guarantees Act 1993 and Fair Trading Act 1986 entitle you to a refund or remedy. Contact DoNotPay directly first, then escalate to your bank (for chargebacks) or the Commerce Commission (for breaches of consumer law) if DoNotPay refuses to help. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover unauthorised charges by following these steps and citing their statutory rights. Your cancellation is enforceable under New Zealand law, and Yafee's process ensures you document every action and preserve your evidence for any dispute. Start your cancellation today, keep your confirmation screenshots, and remember that the Commerce Commission is your ultimate escalation route if DoNotPay refuses to act in good faith.
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.
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