How to cancel your Hotmart account and claim your refund in new zealand

What Hotmart is and how it works

Hotmart is a global digital commerce platform that connects course creators, software developers, and digital product sellers with customers worldwide. The platform processes payments, delivers digital products, and manages customer accounts-but does not create the courses or products themselves. Creators set the refund windows and subscription rules, and Hotmart enforces those terms on their behalf.

Understanding how Hotmart operates is essential before you cancel. Many New Zealand consumers feel trapped by unclear billing systems and complicated cancellation procedures. At Yafee, we have built this guide to walk you through every cancellation scenario Hotmart offers, so you can take control of your account with confidence.

How Hotmart processes your payments

Hotmart operates in two distinct payment environments. When you purchase through Hotmart's website (consumer.hotmart.com), Hotmart processes your payment, manages your refund eligibility, and controls cancellation directly. When you buy through Apple App Store or Google Play, those app stores own the transaction-Hotmart cannot cancel or refund app-store purchases directly.

This distinction matters enormously. Cancelling an app-store purchase requires you to contact Apple or Google, not Hotmart. Check your purchase receipt immediately to confirm which payment method you used.

Who sets the rules: creators and guarantee periods

Each creator on Hotmart sets their own refund window-typically 7, 15, 21, or 30 days. This "guarantee period" is your window to request a cancellation and refund. After the guarantee expires, refunds are rarely granted, even if you cancel immediately.

Your purchase details on your Hotmart account show the exact guarantee period for each product. Check that period first; it determines whether you can cancel with a refund or simply stop future charges.

Your consumer rights and Hotmart under new zealand law

New Zealand's Consumer Guarantees Act 1993 protects you when you purchase digital products and services, including online courses and subscriptions through platforms like Hotmart.

Your statutory rights under the consumer guarantees act

The Consumer Guarantees Act gives you the right to receive goods and services that are of acceptable quality, fit for purpose, safe, and as described. If a digital product you purchase through Hotmart does not match its description or is faulty, you can request a refund or replacement within a reasonable time frame-even if Hotmart's internal guarantee period has expired.

If a creator markets a course as "beginner-friendly JavaScript" but delivers advanced code with no introduction, that breaches the Consumer Guarantees Act. You have grounds to escalate beyond Hotmart's standard refund window. Keep your purchase confirmation and screenshots of any misleading product descriptions; these are your evidence if you need to pursue a complaint.

Unauthorised and automatic renewal charges

Under New Zealand law, merchants cannot charge your card without clear consent to automatic renewal. If Hotmart or a creator charged you for a subscription you did not authorise, or failed to provide clear cancellation instructions before renewing, you can dispute the charge through your bank or seek a reversal through the Commerce Commission.

Document the exact dates of each charge and compare them to your email confirmations. If charges appeared without warning, escalate to your bank immediately.

Your legal position

You are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. If Hotmart denies your refund request and you believe you have a valid claim, you can lodge a complaint with the Commerce Commission (comcom.govt.nz). The Commerce Commission investigates consumer complaints, mediates disputes, and can compel merchants to provide remedies. You do not need to pay to lodge a complaint.

Cancellation methods: where to submit your request

Hotmart offers multiple cancellation routes, and your method depends on where you purchased the product and whether you hold an active subscription or a one-time purchase.

Cancel through your Hotmart account dashboard

The primary method for cancelling products and subscriptions purchased through consumer.hotmart.com is via your Hotmart account dashboard. Log in to your account, navigate to your purchase history, and select the product you wish to cancel. Hotmart will display your guarantee period and current cancellation eligibility.

Cancel an app-store purchase through apple or google

If you purchased through Apple App Store, you must cancel through your Apple ID settings. If you purchased through Google Play, you must cancel through your Google Play account. Hotmart does not process these cancellations. Contact Apple Support (support.apple.com) or Google Play Support (support.google.com) directly.

Cancel by contacting Hotmart support

If the dashboard does not display a cancellation option or you are outside your guarantee period but believe you have grounds under the Consumer Guarantees Act, contact Hotmart support. Email support.hotmart.com or use the in-app support chat. Provide your order number, product name, and reason for cancellation. Yafee recommends sending email contact so you have a written record.

Step-by-step cancellation process

Follow this procedure to cancel your Hotmart product or subscription and submit your refund request.

Step 1: log in to your Hotmart account

Navigate to consumer.hotmart.com and enter your email address and password. If you have forgotten your password, select "Forgot password" and follow the recovery instructions sent to your email.

Step 2: locate your purchase in your order history

1. Click on your profile icon in the top right corner.
2. Select "My Purchases" or "My Products" from the dropdown menu.
3. Find the product you wish to cancel in the list of your purchases.
4. Click on the product name or "View Details" to open the product page.

Step 3: check your guarantee period

The product page displays the date you purchased and the length of your guarantee period (for example, "30-day guarantee"). Verify that today's date falls within that period. If you are outside the guarantee period, you may still submit a cancellation request, but your refund eligibility will depend on grounds under the Consumer Guarantees Act or Fair Trading Act.

Step 4: select the cancellation option

1. If a "Cancel" or "Request Refund" button is visible on the product page, click it.
2. You will be prompted to select a reason for cancellation (for example, "Change of mind", "Product not as described", "Technical issues").
3. Choose the reason that best matches your situation.
4. Click "Submit" or "Confirm Cancellation".

Step 5: provide additional details if requested

Hotmart may ask you to provide additional information or evidence-for example, screenshots showing the product does not match its description. Complete this form and submit it. Yafee recommends attaching clear, dated screenshots that support your claim.

Step 6: receive your confirmation email

Hotmart will send you a confirmation email acknowledging receipt of your cancellation request. Save this email. It contains your ticket number, which you will need if you need to follow up with Hotmart support.

Step 7: track your refund status

Return to your account dashboard and check the product status. It should now show "Refund Requested" or "Pending Review". Hotmart typically processes refund requests within 5 to 10 business days. You will receive a second email confirming whether your refund was approved or denied.

Refund timelines and payment processing

Refund processing depends on the payment method you used and the status of your request.

Refunds to credit and debit cards

If Hotmart approves your refund and you paid by credit or debit card, Hotmart initiates the reversal to your card issuer. Your bank typically processes the refund within 3 to 5 business days from the date Hotmart submits it. Check your card statement to confirm the reversal appears. If it does not appear within 7 business days, contact your bank and provide Hotmart's refund confirmation email.

Refunds to digital wallets and payment providers

If you paid through PayPal, Skrill, or another digital wallet, Hotmart returns the funds to that wallet account. Log in to your wallet to verify the refund has arrived. Wallet providers typically process reversals within 1 to 3 business days.

Denied refund requests

If Hotmart denies your refund request, you will receive an email explaining the reason. Common reasons include being outside the guarantee period or the creator's refund policy being non-refundable. If you believe the denial is unjust-for example, because the product was not as described-proceed to Section 5 and escalate to the Commerce Commission.

Common mistakes to avoid when cancelling

Cancelling with Hotmart is straightforward if you follow the correct steps, so do not be discouraged if the process seems complex at first. Many New Zealand consumers make preventable errors that delay or block their refunds.

Mistake 1: assuming your guarantee period is longer than it actually is

Creators set guarantee periods independently. A 7-day window is final; if you request a refund on day 8, it will be denied. Check the exact guarantee period before you act. Many consumers lose refunds by delaying.

Mistake 2: contacting the creator instead of Hotmart

Creators do not process refunds directly. Hotmart handles all refund requests. Contact Hotmart support, not the course creator, or your request will be ignored.

Mistake 3: cancelling your card or disputing the charge without telling Hotmart

If you dispute the charge through your bank before requesting a cancellation through Hotmart, your account may be flagged and future purchases blocked. Always request a cancellation through Hotmart first.

Mistake 4: deleting your account before requesting a refund

Deleting your Hotmart account cancels the cancellation request process. Keep your account active until your refund is confirmed and received.

Mistake 5: failing to provide evidence of false advertising

If you are outside your guarantee period and claiming the product was not as described, you must provide screenshots or other evidence. Hotmart will deny your request if you do not attach proof.

What happens after your cancellation is approved

Once Hotmart approves your cancellation, your access and obligations change immediately.

Access to the product or course

Upon approval, Hotmart revokes your access to the digital product or course. You can no longer download files, view course content, or use the software. If you have downloaded course materials to your device, those files remain on your device unless you delete them manually.

Stopping recurring charges

If you cancelled a subscription, Hotmart stops all future charges immediately. No charge will appear on your next billing cycle. Verify this on your bank or credit card statement when the next billing date passes.

If your refund request was denied

If Hotmart denied your request but you believe you have grounds under the Consumer Guarantees Act, you can escalate to the Commerce Commission. Provide your ticket number, Hotmart's denial email, screenshots of the product description, and a brief explanation of why you believe the denial was unjust. The Commerce Commission will contact Hotmart on your behalf.

Pricing and refund comparison table

Escalation: what to do if Hotmart refuses your refund

If Hotmart denies your refund request and you believe the denial violates your consumer rights under New Zealand law, escalate your complaint to the Commerce Commission.

When to escalate

Escalate if Hotmart has denied your refund because the product was not as described, was unsafe, was faulty, or was delivered with misleading advertising. These breaches fall under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, regardless of Hotmart's internal guarantee period.

How to lodge a complaint with the commerce commission

1. Visit comcom.govt.nz and navigate to the complaints section.
2. Complete the online complaint form with your details, Hotmart's details, and a summary of your issue.
3. Attach your purchase confirmation, Hotmart's denial email, and any evidence (screenshots, emails from the creator, and photos of the product).
4. Submit your complaint. The Commerce Commission will assign a case number and contact you within 5 business days.
5. The Commerce Commission will contact Hotmart and request a response. Hotmart has 10 business days to reply.
6. If Hotmart and you cannot reach agreement, the Commerce Commission will mediate. This is free and non-binding.

If mediation fails

If the Commerce Commission cannot resolve your complaint, you may escalate to the Disputes Tribunal or pursue a civil claim in the District Court. Yafee recommends consulting a lawyer before pursuing court action, as legal costs may exceed the refund amount.

How yafee helps you cancel subscriptions and reclaim refunds

Navigating cancellation policies and consumer law can be overwhelming, especially when companies like Hotmart operate globally and use complex terms. At Yafee, we have helped thousands of consumers cancel unwanted subscriptions, understand their legal rights, and reclaim refunds they were owed.

Yafee specialises in translating contract law and consumer protection legislation into clear, actionable steps. Our guides cover the specific cancellation procedures for Hotmart and hundreds of other services, so you can cancel with confidence and recover your money quickly.

Why use yafee to guide your cancellation

When you use Yafee (yafee.com), you gain access to legally accurate, step-by-step cancellation procedures grounded in New Zealand consumer law. Yafee does not accept payment from service providers, so our guidance is independent and consumer-focused. Whether you are cancelling within your guarantee period or escalating to the Commerce Commission, Yafee provides the legal framework and practical steps you need.

Visit Yafee (yafee.com) today to access free cancellation guides for Hotmart and other digital services, and take control of your subscriptions and spending.

Checklist: before and after you cancel

Hotmart contact details and cancellation address

Hotmart does not maintain a physical postal address in New Zealand. The company's registered headquarters is located in the Netherlands. All cancellation requests must be submitted through your Hotmart account dashboard or via Hotmart's support email.

How to contact Hotmart support

• Email: [email protected]
• Website support chat: consumer.hotmart.com (logged-in users only)
• Help centre: help.hotmart.com

Commerce commission contact details

• Website: comcom.govt.nz
• Phone: 0800 943 600
• Email: [email protected]

Yafee (yafee.com) has helped thousands of consumers navigate cancellation policies, understand their legal rights, and reclaim refunds from digital service providers like Hotmart. If you have questions about your cancellation or need guidance on escalating your complaint, visit Yafee for free, legally accurate advice tailored to New Zealand consumer law.