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Frequently asked questions
Cancel Gopro: The Right Way to Protect Your Rights
How to cancel your Gopro subscription in new zealand and protect your rights
What Gopro is and why you might cancel
Gopro is a consumer electronics brand that manufactures action cameras and delivers cloud-based subscription services to enhance your hardware experience. If you own a Gopro camera, you may have enrolled in a subscription plan offering cloud backup, app features, and editing tools through services like Quik or the Gopro app. Your circumstances change-perhaps you've stopped using the camera, discovered the features unnecessary, or realised you're paying for services you don't use. Yafee understands that cancellation should be straightforward, and we're here to guide you through every step of the process.
Understanding Gopro subscriptions in new zealand
Gopro offers subscriptions you can purchase directly from gopro.com or through third-party app stores such as the Apple App Store and Google Play. The subscription model requires you to pay a recurring fee for cloud storage, editing features, and app access. Many New Zealand users sign up expecting temporary use-during a holiday or event-then forget to cancel when the subscription auto-renews. The positive news: cancellation is possible through multiple channels, though the process depends on where you originally purchased your subscription.
Why you should cancel early
If you've decided to cancel, take action as soon as possible. Subscriptions renew automatically on their billing date, and New Zealand consumer law does not guarantee refunds for unused time simply because you changed your mind. By cancelling before your next renewal date, you avoid unexpected charges and regain control of your spending. Yafee has helped thousands of New Zealand consumers stop unwanted charges by acting before the renewal cycle begins.
Your consumer rights under new zealand law
Your right to cancel is anchored in the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, which protect you as a consumer purchasing subscription services in New Zealand.
Consumer guarantees act 1993 protections
Under the Consumer Guarantees Act 1993, Gopro must provide services that are of acceptable quality, fit for purpose, and delivered with reasonable care. If you purchased your subscription and discovered the service does not meet these standards-for example, the app crashes repeatedly or cloud storage fails-you have grounds to cancel and claim a refund. Furthermore, services supplied must match any description the seller provided at the time of purchase. If Gopro advertised unlimited cloud storage but restricted your usage, you retain the right to seek a refund or cancellation without penalty.
Consequently, cancellation rights extend beyond simple dissatisfaction. The Consumer Guarantees Act 1993 creates obligations on Gopro to honour your request for cancellation within a reasonable timeframe, typically 14 days from the date of your written request, unless the parties have agreed otherwise in the subscription terms.
Fair trading act 1986 and misleading conduct
The Fair Trading Act 1986 prohibits Gopro from engaging in misleading or deceptive conduct when selling subscriptions. If Gopro used unclear language in its terms and conditions, failed to disclose auto-renewal details, or misrepresented the cancellation process, you may have grounds to cancel and claim compensation. The Commerce Commission enforces the Fair Trading Act 1986 and can investigate complaints if Gopro refuses to honour your cancellation request.
Your legal position
You have the legal right to cancel your Gopro subscription at any time by providing written notice to Gopro. The subscription agreement does not override your protections under the Consumer Guarantees Act 1993. If Gopro refuses to cancel your subscription or continues charging you after you've requested cancellation, you can lodge a complaint with the Commerce Commission, the government authority responsible for enforcing consumer protection laws in New Zealand. Yafee recommends you retain all correspondence-emails, screenshots, confirmation messages-as evidence of your cancellation request, as these documents support any formal complaint you may need to file.
Methods to cancel your Gopro subscription
Gopro provides three primary cancellation channels: direct account management on the web, app-based cancellation for Apple and Google Play subscriptions, and direct contact with support via email or certified mail.
Cancellation methods comparison
| Method | Speed | Confirmation | Best for |
|---|---|---|---|
| Web account settings | Instant | Immediate email | Gopro.com purchases |
| Apple App Store | Instant | Immediate | iOS app subscriptions |
| Google Play Store | Instant | Immediate | Android app subscriptions |
| Email to support | 1-3 business days | Support email | Account access issues |
| Certified mail to Iceland | 7-14 business days | Postal receipt | Formal dispute escalation |
How to cancel Gopro on the web
If you purchased your subscription directly from gopro.com, you can cancel through your account settings in minutes.
Step 1: log in to your Gopro account
Visit gopro.com and enter your email address and password in the login fields. If you've forgotten your password, click the "Forgot password" link on the login page and follow the recovery steps sent to your email. Ensure you log in from a secure device and use a password you don't share with other accounts.
Step 2: navigate to your account settings
Once logged in, look for a menu icon (usually three horizontal lines in the top left or right corner) or click your profile picture in the top right corner. Select "Account," "My Account," "Billing," or "Subscriptions" from the menu. These labels vary depending on Gopro's current website layout, but they all direct you to the same billing management area.
Step 3: locate your active subscription
In the billing or subscription section, you will see a list of your active and past subscriptions. Each entry displays the subscription name (for example, "Quik Premium" or "Gopro Plus"), the renewal date, the billing amount, and the payment method. Identify the subscription you wish to cancel and note the renewal date-this is the date your next charge will occur if you don't cancel immediately.
Step 4: select the cancel option
Next to your active subscription, locate and click a button labelled "Cancel," "Pause," "Manage," or "View Details." Gopro may prompt you to confirm your decision and ask why you're cancelling. Feedback is optional, but Yafee recommends you provide honest feedback so Gopro understands why customers cancel and can improve its service.
Step 5: confirm your cancellation
Follow any on-screen prompts to complete the cancellation process. Gopro will display a confirmation message and send a confirmation email within minutes. Open your email and check for this confirmation-do not assume the cancellation is complete until you receive written proof.
Step 6: verify cancellation in your account
Return to your account settings and reload the billing section. Your cancelled subscription should no longer appear in the "Active Subscriptions" list. It may appear under "Past Subscriptions" or "Cancelled Subscriptions" with a status of "Cancelled." Screenshot this page and save it alongside your confirmation email. This documentation protects you if a billing dispute arises later.
How to cancel Gopro via apple app store or google play
If you purchased your Gopro subscription through the Apple App Store or Google Play Store, you must cancel through the app store platform, not through Gopro directly.
Cancelling on apple app store
Open the Apple App Store app on your iPhone or iPad. Tap your profile picture in the top right corner and select "Subscriptions." Find the Gopro app or service in the list and tap it. Press "Cancel Subscription" and confirm your decision. Apple will send you a cancellation confirmation email immediately. Your access will continue until the current billing period ends, after which you will not be charged again.
Cancelling on google play store
Open the Google Play Store app on your Android device. Tap your profile icon in the top right corner and select "Subscriptions." Find the Gopro subscription and tap it. Press "Cancel Subscription" and confirm. Google will email you a cancellation receipt. Your subscription will terminate at the end of the current billing cycle.
What to do if web or app cancellation fails
If the cancel button is missing or the cancellation process does not complete, don't assume you're stuck-alternative methods exist.
Troubleshooting technical issues
First, attempt cancellation on a different web browser (Firefox, Safari, or Chrome if you're using a computer, or Safari on a different iOS device). Clear your browser cache and cookies, then log back in and try again. Sometimes cached data prevents the cancellation button from appearing. If you're using the Gopro app, uninstall it, restart your phone, then reinstall the latest version from the app store and retry the cancellation process.
Contacting Gopro support
If technical troubleshooting fails, visit gopro.com and locate the "Contact Us" or "Support" link, usually in the footer. Submit a support ticket via the online form, or use live chat if available. State clearly: "I request cancellation of my subscription effective immediately" and include your account email and subscription name. Request written confirmation via email once they process your cancellation. Document the date and time of your support request and take a screenshot of your ticket number.
Formal cancellation via certified mail
If Gopro support does not respond within 7 business days, or if they refuse to cancel your subscription, send a formal cancellation notice by certified mail. In accordance with Gopro's subscription agreement, notices must be sent to:
Gopro Iceland Address
Gopro
Laugavegur 166
101 Reykjavik
Iceland
In your letter, state your full name, account email address, subscription type, and the words: "I hereby request cancellation of my subscription effective immediately. This is formal notice in accordance with the Consumer Guarantees Act 1993 and the subscription agreement." Request written confirmation of cancellation. Send the letter via certified mail or registered post and retain the postal receipt-this becomes your proof of delivery if you later escalate to the Commerce Commission.
Refund eligibility and timeline
Refund entitlement depends on your subscription terms and the timing of your cancellation request.
When you receive a refund
If you cancel before your next renewal date, you will not be charged further and no refund is typically due for the current billing period, as you've already received access to the service for that period. Nevertheless, if you cancel within 14 days of purchasing a new subscription and have not materially benefited from the service, you may be entitled to a refund under the Consumer Guarantees Act 1993. If Gopro continued to charge you after you submitted a cancellation request, you have the right to demand a refund for all unauthorised charges. Yafee recommends you request refunds in writing via email to support, citing the unauthorised charges and referencing the dates of your cancellation request.
Refund processing timeline
Once Gopro processes your cancellation, refunds for any authorised charges typically appear within 5 to 10 business days, depending on your bank. If your refund does not appear within 10 business days of cancellation confirmation, contact Gopro support and request a refund status update. Provide your cancellation confirmation email as evidence.
After you cancel your subscription
Cancellation is complete, but your responsibilities don't end immediately-take these steps to protect yourself.
Monitor your bank account
For 30 days after your cancellation confirmation, monitor your bank or credit card statements for any charges from Gopro. Subscription auto-renewal can sometimes persist due to system delays or errors. If you see a charge after your cancellation date, contact Gopro immediately and request a refund, then file a chargeback dispute with your bank if Gopro does not refund within 7 days.
Save all correspondence
Retain every email from Gopro, screenshot of your account, and any support tickets related to your cancellation. Store these in a dedicated folder on your computer or cloud storage. If a dispute arises months later, this documentation proves you cancelled in good faith and protects you when filing a complaint with the Commerce Commission.
Update your payment method if needed
If you wish to prevent accidental resubscription, consider updating or removing the payment method (credit card, debit card, or Apple ID) associated with your Gopro account. This extra step ensures no future charges can occur if your cancellation somehow failed or if a system error re-activates your subscription.
Common cancellation mistakes and how to avoid them
Cancellation is straightforward when you follow the correct process-the mistakes listed below are easily avoidable.
Mistake 1: pausing instead of cancelling
Gopro offers a "Pause Subscription" option, which temporarily freezes your subscription but does not cancel it. When you pause, your subscription reactivates automatically after the pause period ends, and Gopro charges you again without additional confirmation. If you intend to cancel permanently, always select "Cancel" or "Cancel Subscription," not "Pause." Read the on-screen language carefully-if Gopro says "pause," click back and find the actual cancel button.
Mistake 2: assuming cancellation without confirmation
Many consumers click "Cancel" but do not wait for the confirmation email. Without written proof of cancellation, you have no evidence if Gopro continues charging you or disputes that you cancelled. Always wait for and save the confirmation message or email before closing the page.
Mistake 3: cancelling in the wrong place
If you purchased via Apple App Store or Google Play, cancelling on gopro.com does nothing-your subscription continues and you're charged through the app store. Conversely, if you purchased on gopro.com, cancelling in the app store is ineffective. Match the cancellation method to your original purchase location.
Mistake 4: missing the renewal date
If you cancel one day after your renewal date, you've already been charged for the next billing cycle and won't receive a refund simply because you changed your mind. Mark your renewal date in your calendar and cancel at least three days before it to avoid this charge.
Mistake 5: not following up after support contact
If you email Gopro support and don't receive a response within 7 business days, don't assume they ignored you-escalate immediately. Send a follow-up email referencing your first request, then consider formal certified mail if no response arrives within 14 days.
Pricing and subscription options at a glance
Understanding Gopro's subscription tiers helps you decide whether cancellation is the right choice or if downgrading to a lower plan suits your needs.
Gopro subscription plans and costs
| Plan | Annual cost (NZD) | Monthly cost (NZD) | Features |
|---|---|---|---|
| Gopro Plus (annual) | $99 | N/A | Cloud storage, quik editing, priority support |
| Gopro Plus (monthly) | $14.88 | $1.24 | Cloud storage, quik editing, priority support |
| Quik Premium (annual) | $69 | N/A | Video editing, templates, music library |
| Quik Premium (monthly) | $9.36 | $0.78 | Video editing, templates, music library |
| Free tier | $0 | $0 | Basic editing, limited cloud storage |
Note: Prices are indicative and subject to change. Check gopro.com for current rates in New Zealand dollars.
Comparing cancellation to downgrading or pausing
Before you cancel permanently, consider whether downgrading to a free tier or pausing your subscription better serves your needs.
Cancellation versus alternatives
| Option | Cost | Access after | Best if |
|---|---|---|---|
| Full cancellation | $0 | Free tier only | You won't use the service again |
| Downgrade to free plan | $0 | Limited free features | You want occasional access without cost |
| Switch to monthly (from annual) | Higher per-month rate | Full access | You want flexibility but might re-engage |
| Pause subscription | $0 temporarily | Resumes after pause ends | You're away temporarily but will return |
If you're uncertain whether you'll use Gopro in the future, pausing for 30 days or downgrading to the free plan preserves your account and data without ongoing charges. Cancellation is permanent-once you cancel, you may lose access to archived videos and presets. Yafee recommends you download any important media before you cancel.
What happens to your data after cancellation
Cancelling your subscription does not automatically delete your account or data.
Cloud storage and files
If you cancel a cloud storage subscription (such as Gopro Plus), your existing files remain in cloud storage for a grace period-typically 90 days-after cancellation. During this time, you can reactivate your subscription to regain access. After 90 days, Gopro may delete your stored files without further notice. If you have videos or photos in Gopro cloud storage, download them to your computer or phone before the grace period expires.
Account data and history
Your account profile, purchase history, and app preferences remain on Gopro's servers after cancellation. You can log in to your account again at any time and reactivate a subscription if you wish. To permanently delete your account and personal data, contact Gopro support separately and request account deletion under the Privacy Act 2020.
Escalating to the commerce commission if needed
If Gopro refuses to cancel your subscription or continues charging after you've requested cancellation, escalate your complaint to the Commerce Commission, New Zealand's consumer protection authority.
Filing a commerce commission complaint
Visit www.comcom.govt.nz or call 0800 943 600 to lodge a formal complaint. You will need to provide your account details, cancellation request correspondence, evidence of unauthorised charges, and confirmation that you've already contacted Gopro directly. The Commerce Commission will investigate whether Gopro violated the Fair Trading Act 1986 or Consumer Guarantees Act 1993. If the investigation finds in your favour, the Commission can compel Gopro to refund you and may impose penalties on the company.
Escalation timeline
The Commerce Commission typically responds to complaints within 20 business days. The full investigation may take 3 to 6 months. During this period, continue documenting any further charges from Gopro and report them immediately to the Commission.
Cancellation checklist
Use this checklist to ensure you've cancelled correctly and protected your rights.
- Identify where you purchased your subscription (gopro.com, Apple App Store, or Google Play).
- Log in to the correct platform and locate your active subscription.
- Click "Cancel" (not "Pause") and confirm the cancellation.
- Receive and save the confirmation email or message.
- Screenshot your account showing the subscription is no longer active.
- Check your bank or credit card statement 7 days later to confirm no charge appears.
- Monitor for charges for the next 30 days.
- If charges continue, email Gopro support with your cancellation confirmation as evidence.
- If Gopro fails to respond or refund within 7 days, file a Commerce Commission complaint.
Final steps and next actions
You've cancelled your Gopro subscription successfully. Take these final steps to secure your position and ensure no future complications arise.
First, export or download any media stored in your Gopro cloud account before the grace period (typically 90 days) expires. Second, set a calendar reminder for 7 days after cancellation to verify that no charge appears on your bank statement. Third, retain all cancellation emails and screenshots indefinitely in a secure folder. Finally, if any unauthorised charge appears after your cancellation date, contact Gopro immediately and escalate to the Commerce Commission if they refuse to refund within 7 business days.
Yafee has helped thousands of New Zealand consumers cancel unwanted subscriptions and recover unauthorised charges by following this exact process. You now have the knowledge and documentation to protect yourself. If you encounter resistance from Gopro, remember that the Consumer Guarantees Act 1993 and Fair Trading Act 1986 are on your side-the Commerce Commission enforces these laws at no cost to you. Your cancellation is final and legally binding. No further action is required unless Gopro charges you again, in which case you have solid grounds to dispute the charge and claim a refund.
Contact information for cancellation and complaints
Keep these contact details for reference if you need to escalate your cancellation or file a formal complaint.
Gopro support and cancellation address
For email and live chat support:
Visit gopro.com, select "Contact Us" or "Support," and submit a ticket or start a live chat. Request a response within 7 business days and ask for written confirmation of cancellation via email.
For certified mail cancellation notice:
Gopro
Laugavegur 166
101 Reykjavik
Iceland
Send your formal cancellation letter by certified post or registered mail. Retain the postal receipt as proof of delivery.
New zealand consumer protection contacts
Commerce Commission (consumer complaints)
Phone: 0800 943 600
Website: www.comcom.govt.nz
Consumer NZ (independent advice)
Phone: 0800 60 6000
Website: www.consumer.org.nz
Yafee recommends you bookmark these contact details and refer to them if you experience any complications with your Gopro cancellation or billing.
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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