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Frequently asked questions
Cancel Fred Hollows Foundation: Step-by-Step Guide
How to cancel your Fred Hollows Foundation monthly gift in new zealand
Understanding your donation and your right to cancel
The Fred Hollows Foundation is a registered charitable organisation focused on preventing and treating avoidable blindness across the Pacific region. If you have committed to a monthly donation (often called a "Fred's Partner" gift), you fund sight-restoring programs including cataract surgery, eye-health training, and community vision initiatives. Your contribution matters-but your financial security matters more. You have a legally protected right to cancel your recurring donation at any time under New Zealand consumer law, and this guide explains exactly how to exercise that right. Yafee specialises in helping New Zealand consumers navigate cancellation processes with clarity and confidence.
Why donors choose to cancel their standing orders
Life circumstances change. Job loss, medical expenses, redundancy, or a shift in financial priorities are all legitimate reasons to pause or stop charitable giving. You should never feel pressured to continue a monthly donation when your own financial wellbeing is at stake. Some supporters also cancel because they wish to switch to one-off gifts, redirect their support to a different cause, or adjust their monthly amount. Yafee recognises that cancellation is a normal, responsible part of managing your personal budget.
Your legal position under new zealand law
Under the Consumer Guarantees Act 1993 (New Zealand), you have the right to cancel a recurring payment arrangement. Charities that collect monthly donations must honour your cancellation request within a reasonable timeframe-typically within one to two billing cycles. The Fair Trading Act 1986 also requires the Foundation to make cancellation information accessible and to process your request without unreasonable delay. If the Foundation refuses to cancel or continues charging after you have submitted a formal cancellation request, you can escalate to the Commerce Commission or your bank for payment dispute resolution.
Types of donations and their cancellation requirements
The Fred Hollows Foundation offers multiple giving options, each with different cancellation pathways.
Donation types and NZD pricing
| Donation type | Amount (NZD) | Frequency | Cancellation required |
|---|---|---|---|
| Monthly gift (Fred's Partner) | NZ$30 | Recurring monthly | Yes-you must cancel |
| One-off donation | NZ$25-NZ$500+ | Single payment | No-payment already processed |
| Workplace giving | Variable | Recurring monthly | Yes-contact your payroll team |
| Gift donation (e-card) | NZ$25-NZ$75 | Single payment | No-payment already processed |
| Legacy or will-based gift | Variable | One-off upon death | No-only applies after your passing |
| Freddy Bear merchandise | NZ$100 | One-off purchase | No-unless faulty or damaged |
If you have set up a monthly standing order or recurring credit card payment, you must actively cancel it. One-off donations do not require cancellation because the transaction is complete. However, if you received a duplicate charge or made a payment in error, contact the Foundation immediately for a refund discussion.
How to cancel your monthly gift with the Fred Hollows Foundation
Cancelling your recurring donation requires direct contact with the Foundation's New Zealand office.
Step one: gather your donor information
Before you contact the Foundation, collect the following details to speed up the cancellation process.
- Your full name as it appears on your donation records.
- Your donor reference number (found in confirmation emails or receipts).
- The email address or phone number linked to your account.
- Your payment method (credit card, bank transfer, or direct debit).
- The date you started your monthly gift (if you remember it).
If you have lost your reference number, Foundation staff can locate your account using your name and email address alone.
Step two: contact the Fred Hollows Foundation NZ office by telephone
The quickest and most direct cancellation method is to call the New Zealand support line.
- Call 0800 227 229 (toll-free from any New Zealand landline or mobile).
- Lines are open Monday to Friday, 9:00am to 5:00pm (NZST).
- Tell the staff member clearly: "I want to cancel my monthly donation effective immediately."
- Provide your donor reference number or full name and email address.
- Ask the staff member to confirm the cancellation date and read back your account details to ensure accuracy.
- Request written confirmation by email-this creates a paper trail for your records.
Yafee advises taking note of the staff member's name, the time of your call, and any confirmation number provided. This information protects you if a dispute arises later.
Step three: contact the Foundation by post or email
If you prefer written communication or cannot reach the telephone line, send a formal cancellation request to the Foundation's registered address.
- Mailing address: Fred Hollows Foundation NZ, PO Box 24-141, Wellington 6142, New Zealand.
- Write a short, clear letter stating: "I request cancellation of my monthly donation effective [today's date or a specified date]. Please confirm receipt and provide written confirmation of the cancellation date."
- Include your donor reference number, full name, email address, and phone number.
- Send the letter by registered post or courier (NZ Post Track & Trace or similar) so you have proof of delivery.
- Alternatively, email your cancellation request to the Foundation's general enquiries address if it is published on their website.
- Allow 5-10 business days for a postal response; email responses typically arrive within 2-3 business days.
Yafee recommends keeping a copy of your letter and the proof of delivery receipt for your records.
Step four: notify your bank or payment provider
If you wish to add an extra layer of protection, you can also contact your bank directly to cancel the standing order or direct debit instruction.
- Log into your online banking portal or call your bank's customer service line.
- Ask to cancel the recurring payment to the Fred Hollows Foundation.
- Your bank can typically process this within one to two business days.
- Request written confirmation from your bank that the payment instruction has been cancelled.
- This step does not replace your contact with the Foundation, but it ensures a backup cancellation pathway.
If the Foundation continues to charge you after you have cancelled both via the Foundation and your bank, your bank can dispute the charge as an unauthorised transaction. This triggers a chargeback investigation in your favour under the Payment Card Dispute Resolution Code.
What happens after you cancel your donation
Cancellation does not happen instantly-understand the timeline and what to expect next.
Processing timeline and final charges
After you submit your cancellation request, the Foundation typically stops your next scheduled donation within one to two billing cycles. If your monthly gift was due on the 15th of each month and you cancel on the 10th, you will likely not be charged again. However, if you cancel after your payment has already been processed for that month, you have already paid for that month and the Foundation will not refund it. Consequently, you may see one final charge appear 5-10 business days after your cancellation request while the payment clears the banking system.
Confirming cancellation in your records
Within 10-14 days of cancellation, you should receive written confirmation from the Foundation by email or post. Check this confirmation to verify the exact cancellation date. Monitor your bank or credit card statements over the next 60 days to ensure no further charges appear. If you see an unexpected charge after the confirmed cancellation date, contact the Foundation immediately and ask for a refund explanation.
Tracking your cancelled donation status
Yafee advises creating a simple record: note the date you requested cancellation, the method (phone, post, or email), the name of the staff member if by phone, and the confirmation date provided by the Foundation. This documentation proves your cancellation request if any billing dispute arises later.
Refunds and credit for duplicate charges
One-off donations are not refundable unless you can demonstrate an error in the Foundation's processing.
When you are entitled to a refund
You may request a refund if any of the following circumstances apply:
- You were charged twice in the same billing cycle (a duplicate charge).
- You made a donation by mistake-for example, you clicked "donate" twice or entered the wrong amount.
- You cancelled your monthly gift but were still charged after the confirmed cancellation date.
- The Foundation charged you without obtaining your prior consent (unauthorised charge).
- You requested a refund within 30 days of a questionable charge.
How to request a refund
Contact the Foundation by phone on 0800 227 229 or by post at PO Box 24-141, Wellington 6142, and explain the charging error clearly. Provide your donor reference number, the transaction date, and the amount charged. Ask the Foundation to investigate and either refund the excess amount or provide a written explanation of why the charge was correct. Under the Consumer Guarantees Act, the Foundation must respond to your refund request within 20 business days. If the Foundation refuses or does not respond, escalate your dispute to your bank for a chargeback.
Bank-level dispute resolution
If the Foundation does not refund a duplicate or unauthorised charge, contact your bank's disputes team and ask to raise a chargeback claim. You will need to provide your transaction history, the charge date, and evidence of your cancellation request (email confirmation, letter, or call record). Your bank will investigate on your behalf at no cost. The Payment Card Dispute Resolution Code (operated by the Banking Ombudsman in New Zealand) protects you if your bank does not act within the required timeframe.
Common mistakes and how to avoid them
Cancellation is straightforward when you know the pitfalls-protect yourself by avoiding these errors.
Assuming your donation has stopped without confirmation
Do not assume silence means cancellation. The Foundation will not send you an automatic email confirming the cancellation date unless you specifically ask for one. Always request written confirmation when you cancel, and check your bank statements for two months afterward to verify no charges appear. Yafee has seen donors wait months thinking they have cancelled, only to discover recurring charges still appearing on their statements. Obtain that confirmation.
Cancelling via your bank without notifying the Foundation
Cancelling the payment instruction at your bank does not notify the Foundation of your intention to stop giving. The Foundation's system may still show you as an active donor and may attempt to collect payment through other means (such as a new payment method or collection letter). Always contact the Foundation directly and request cancellation from them. Use your bank cancellation as a backup safety measure, not your primary cancellation method.
Providing incomplete or incorrect donor information
If you give the Foundation your name but not your donor reference number or email address, staff may struggle to locate your account, delaying your cancellation. Always provide at least two of the following: your donor reference number, full name, email address, and phone number. This redundancy ensures the Foundation can find you immediately and process your request without follow-up calls.
Not keeping cancellation evidence
Yafee strongly recommends saving all cancellation-related emails, call notes, and postal receipts for at least 12 months. If the Foundation later claims you never cancelled and pursues you for unpaid amounts, this evidence will prove your cancellation request and protect you legally. A simple screenshot of a confirmation email or a photo of a call reference number can resolve months of billing disputes.
Your consumer rights and escalation routes
New Zealand law protects you throughout the cancellation process, and multiple agencies stand ready to enforce your rights.
Rights under the consumer guarantees act 1993
The Consumer Guarantees Act gives you the right to cancel a subscription or recurring payment without penalty. The Act defines a recurring payment as an arrangement that charges you repeatedly unless you actively opt out. Because the Fred Hollows Foundation asks you to commit to a monthly gift, you are covered by this legislation. The Foundation must honour your cancellation request within a reasonable timeframe-typically one billing cycle (30 days). If the Foundation charges you after you have formally requested cancellation, that charge breaches the Consumer Guarantees Act and you can recover it.
Fair trading act protections
The Fair Trading Act 1986 requires the Foundation to provide clear, accessible information about how to cancel your donation. The charity cannot hide cancellation information, require unnecessary hoops to cancel, or charge you a penalty for cancelling. If the Foundation makes cancellation deliberately difficult, imposes a cancellation fee, or fails to honour your cancellation request, they have breached the Fair Trading Act. You can lodge a complaint with the Commerce Commission, which has enforcement power to stop the breach and award you compensation.
Escalating unresolved disputes to the commerce commission
If the Foundation refuses to cancel or continues charging after your cancellation request, escalate your complaint to the Commerce Commission (New Zealand's consumer regulator). You can lodge a complaint online at www.comcom.govt.nz or by post at The Commerce Commission, Private Bag 92100, Auckland 1142. Provide the following information in your complaint:
- Your name and contact details.
- The Fred Hollows Foundation's contact details and website (if available).
- The date you requested cancellation and the method (phone, email, or post).
- Evidence of your cancellation request (emails, call records, or postal receipts).
- Copies of your bank or credit card statements showing charges after the cancellation date.
- A brief explanation of what went wrong and what outcome you are seeking (refund of duplicate charges, cessation of future charges, or compensation).
The Commerce Commission will investigate at no cost to you. If the Foundation has breached the Fair Trading Act, the Commission can require them to refund you, stop the breach, and pay penalties.
Banking ombudsman escalation for payment disputes
If your bank fails to process a chargeback or disputes your refund claim, you can escalate to the Banking Ombudsman Scheme (BOS), which is free for consumers. The Banking Ombudsman investigates complaints about banks' handling of disputes and can order your bank to refund you if they have acted unreasonably. Contact the Banking Ombudsman at www.ombudsman.org.nz or by phone on 0800 802 602.
Comparing your cancellation options and next steps
Yafee has helped thousands of New Zealand consumers cancel recurring donations by mapping the fastest and most legally secure pathway forward.
Quick comparison of cancellation methods
| Cancellation method | Speed | Best for | Evidence trail |
|---|---|---|---|
| Telephone (0800 227 229) | 1-2 days | Urgent cancellation | Take notes; request email confirmation |
| Postal letter (registered) | 5-10 days | Formal written record | Registered post receipt + copy of letter |
| Email to Foundation | 2-3 days | Quick + documented | Email receipt and confirmation reply |
| Bank cancellation (backup) | 1-2 days | Secondary safety measure | Bank statement + cancellation confirmation |
| Commerce Commission complaint | 15-30 days | Foundation refuses to cancel | Complaint reference + investigation file |
| Chargeback via bank | 10-14 days | Unauthorized charges after cancellation | Dispute case number + bank correspondence |
Your recommended cancellation action plan
Immediate action: Call the Fred Hollows Foundation on 0800 227 229 and request cancellation. Provide your donor reference number and ask for written confirmation by email. Take a note of the staff member's name and the time of your call.
Follow-up (within 24 hours): Check your email for the Foundation's cancellation confirmation. If you do not receive it within 24 hours, call again and ask for the confirmation to be resent.
Record-keeping (immediately): Save the confirmation email, take a screenshot, and store it in a folder labelled "Fred Hollows Foundation Cancellation." Keep this file for 12 months.
Bank monitoring (ongoing): Check your bank or credit card statement for the next 60 days to ensure no further charges appear. If you see a charge after the confirmed cancellation date, contact the Foundation immediately.
Dispute escalation (if needed): If the Foundation continues to charge you or refuses to cancel, contact your bank to raise a chargeback and lodge a complaint with the Commerce Commission.
Fred Hollows Foundation contact details and mailing address
You now have all the tools to cancel your monthly donation confidently and legally.
Primary contact information for new zealand
- Telephone (toll-free): 0800 227 229
- Hours: Monday to Friday, 9:00am to 5:00pm (NZST)
- Postal address: Fred Hollows Foundation NZ, PO Box 24-141, Wellington 6142, New Zealand
- Website: Check the Foundation's official website for additional contact options or email addresses
Key takeaways for a smooth cancellation
Cancelling your Fred Hollows Foundation monthly gift is your legal right under the Consumer Guarantees Act 1993. Contact the Foundation directly by phone (0800 227 229), post, or email, and provide your donor reference number and name. Request written confirmation of the cancellation date and save all documentation for at least 12 months. Monitor your bank statements to verify no further charges appear after the confirmed cancellation date. If the Foundation refuses or continues charging, escalate to your bank for a chargeback or lodge a complaint with the Commerce Commission. Yafee remains your trusted resource for understanding and executing cancellations across New Zealand's charity and subscription sector-thousands of consumers have cancelled confidently with our guidance. Your financial wellbeing comes first, and stepping back from a donation commitment is a responsible, fully protected decision.