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MyTime is an appointment scheduling platform used by salons, spas, wellness centres and service businesses across New Zealand. When you book through MyTime, you're contracting directly with the business that owns the booking page, not with MyTime itself. The platform handles the scheduling interface, payment processing and reminders, but the business sets its own cancellation rules.
If you've booked an appointment through MyTime and now want to cancel, your rights depend on New Zealand consumer law and the business's stated cancellation policy. Yafee specialises in helping New Zealand consumers understand their cancellation rights and take decisive action. This guide walks you through your legal position, the cancellation process and what happens after you cancel.
MyTime's platform lets salons and service providers manage bookings, collect deposits, sell packages and process payments online. Customers see a white-label booking widget or standalone app, select available time slots and receive automated reminders. Each business configures its own cancellation policy within MyTime, so cancellation terms vary from one salon to another. This flexibility benefits businesses but can leave customers unsure about what they're legally entitled to do.
You may want to cancel your MyTime appointment because you've found another provider, no longer need the service, can't make the time, or disagree with the business's cancellation fees. Whatever your reason, you have legal protections under New Zealand consumer law that go beyond the business's own terms. Yafee has helped thousands of New Zealand consumers understand these rights and cancel with confidence.
New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 establish minimum protections for service purchases that override any business cancellation policy printed on a website or in MyTime's terms.
Under the Consumer Guarantees Act, every service sold in New Zealand must be of acceptable quality, fit for purpose and supplied within a reasonable timeframe. If a salon or service business breaches these guarantees-for example, by failing to deliver the service you paid for, cancelling the appointment without notice, or delivering poor-quality work-you have a right to a refund or repair regardless of what the business's cancellation policy says.
Your legal position: if the business has breached the Consumer Guarantees Act, the business's "non-refundable" or "non-cancellable" terms are not enforceable. You can demand a refund by contacting the business in writing and citing the relevant section of the Act. If the business refuses, escalate your complaint to the Commerce Commission (comcom.govt.nz) or the Citizens Advice Bureau. These agencies investigate unfair trading practices and enforce consumer rights.
If you purchased a service package or prepaid appointment via MyTime online without visiting the physical location in person, you may qualify for a 14-day cooling-off period. This means you can request a refund within 14 days of purchase if you simply change your mind, provided the service hasn't been delivered or substantially commenced.
The Consumer Guarantees Act applies to distance contracts-transactions where you and the business aren't face-to-face. MyTime bookings made through a website or mobile app fall into this category. A business cannot override your statutory cooling-off right by printing "all sales final" on their terms. If you cancel within 14 days and the service hasn't started, you're entitled to a refund under law. Yafee recommends contacting the business in writing, citing the Consumer Guarantees Act section 17, and requesting your refund. Keep copies of all correspondence.
Cancelling a MyTime appointment involves several steps, and the outcome depends on the business's cancellation policy and whether you're within the legal cooling-off window.
Before you cancel, find the business's cancellation policy on their MyTime booking page or confirmation email. Look for details about cancellation deadlines, fees and refund timelines. The business may allow free cancellation up to 24 or 48 hours before the appointment, or may charge a percentage-based cancellation fee. Write down the policy so you can reference it if there's a dispute later.
If the "Cancel" button is unavailable, the appointment has already started, or you encounter a technical error, contact the business directly by phone or email. Use the contact details on their MyTime booking page. Explain that you want to cancel the appointment and ask about the refund process and timeline. Email provides a written record, which is valuable if you later need to escalate a dispute.
If you booked your appointment within the last 14 days via an online distance transaction and the service hasn't started, you qualify for a statutory refund. Send an email to the business with the subject line "Cancellation and refund request under the Consumer Guarantees Act". Include your booking reference number, the date you booked, the appointment date and the amount paid. State clearly that you are exercising your cooling-off right under section 17 of the Consumer Guarantees Act 1993 and request a full refund.
Once you cancel, the timing of your refund depends on the business's cancellation policy and whether you have a legal cooling-off right.
If you cancel within 14 days of a distance purchase and the service hasn't started, the business must issue a refund within a reasonable timeframe. New Zealand consumer law does not specify an exact number of days, but the Commerce Commission considers 7 to 14 days reasonable for online service refunds. Request your refund in writing and ask for a specific refund date. If the business does not refund you within 14 days, escalate the matter to the Commerce Commission or the Citizens Advice Bureau.
If you cancel outside the cooling-off period, the business may apply a cancellation fee according to its stated policy. However, the fee must be a genuine pre-estimate of loss, not a penalty. If the business charges a 50% or 100% cancellation fee for a cancellation made 48 hours before a 1-hour appointment, and you can demonstrate that the business could rebook the slot or did not incur that level of loss, the fee may be unfair under the Fair Trading Act. Yafee advises documenting your cancellation time and the business's policy side by side to support any dispute.
If you paid a deposit through MyTime, the business may deduct a cancellation fee from it and refund the remainder. Ensure the fee matches the stated policy. If the business charges more than stated, contact MyTime's support team to report the discrepancy.
Disagreements over cancellations and refunds are common, but you have clear escalation routes under New Zealand law.
If the business has not responded to your cancellation within 2 working days, send a formal letter or email restating your request. Include your booking reference, the date of your booking, the appointment date, the amount paid, and a clear statement of what you expect (cancellation, refund, or both). Keep a copy for your records. Use registered mail or email with read receipt to prove delivery.
If the business ignores your cancellation request or refuses to acknowledge your Consumer Guarantees Act rights, lodge a complaint with the Commerce Commission (comcom.govt.nz). The Commerce Commission investigates breaches of the Fair Trading Act and enforces consumer rights. You can submit your complaint online, including copies of all correspondence and booking confirmations. The Commission's investigation is free and independent.
The Citizens Advice Bureau (cab.org.nz) provides free guidance on consumer disputes. If the amount in dispute is significant, you may also pursue small claims in the District Court. Yafee recommends documenting every communication and keeping all receipts and screenshots throughout this process.
The table below shows how MyTime appointment cancellations typically work depending on the business's policy and your cancellation timing.
| Cancellation timing | Typical policy | Your refund right | Notes |
|---|---|---|---|
| Within 14 days of booking (before service starts) | Statutory cooling-off applies | Full refund (legal right) | Distance purchase-cooling-off period applies regardless of business policy |
| More than 14 days before appointment | Free cancellation (most common) | Full refund | Business allows cancellation with no fee |
| 24-48 hours before appointment | Fee applies (10-50%) | Partial refund (minus fee) | Fee must reflect genuine pre-estimate of loss |
| Less than 24 hours before appointment | Full fee or non-refundable (50-100%) | Partial or no refund (per policy) | If fee is unreasonable, challenge under Fair Trading Act |
| After appointment starts | Non-refundable | Refund only if service was defective or not delivered | Service has been substantially provided-Consumer Guarantees Act applies if quality is poor |
| No reason given (business change of mind) | Varies by business | Refund or credit (discuss with business) | Escalate to Commerce Commission if refused |
Once your cancellation is processed, several things happen on both sides that you should monitor.
You should receive a cancellation confirmation email from MyTime or the business within 24 hours. This email confirms the cancellation date, time and any refund amount. Save this email in a dedicated folder and screenshot it as backup. Your confirmation is your proof of cancellation if the business later disputes whether they received your cancellation request.
If you're entitled to a refund, the business processes it through the payment method you originally used (debit card, credit card, or bank transfer). Refunds typically appear in your account within 3 to 5 working days, though some banks take longer. Check your original payment confirmation to identify which account received the charge, then monitor that account for the refund. If the refund does not appear within 7 working days, contact the business and request a refund reference number.
Once your appointment is cancelled, you may still receive automated reminder emails or SMS messages from MyTime. These reminders stop automatically once the appointment passes its scheduled time. If reminders continue after cancellation, you can unsubscribe by clicking the "Unsubscribe" link at the bottom of the email or texting "STOP" to the SMS number provided.
Cancelling a MyTime appointment is usually straightforward, but a few missteps can delay your refund or weaken your legal position if a dispute arises.
Many businesses print "non-refundable" or "all sales final" on their MyTime booking page or terms. This language is not enforceable under the Consumer Guarantees Act. Your statutory cooling-off right applies regardless of what the business's terms say. If you cancel within 14 days of a distance purchase and the service hasn't started, you are entitled to a refund. Do not accept a business's claim that you have "no right" to cancel.
If you cancel by phone or in person at the salon, ask the staff member to send you an email confirmation of the cancellation. Verbal cancellations leave no paper trail and can lead to disputes later. Always request written confirmation, whether by email or MyTime's system.
After you cancel, monitor your bank account or payment method carefully. Refunds can be delayed, processed for a different amount than expected, or not processed at all. If a refund does not appear within 7 working days, contact the business immediately with your cancellation reference number and ask for a refund status update.
Cancellation policies often specify a deadline (e.g., "free cancellation if made 24 hours before the appointment"). Confirm the exact appointment time in your time zone and calculate the cancellation deadline accordingly. If you cancel at 5 pm on a Friday for a Monday 10 am appointment, ensure that meets the 24-hour or 48-hour window. Take a screenshot of your cancellation time to prove you met the deadline.
Use this checklist to ensure you cancel correctly and protect yourself legally.
If you encounter technical issues with the MyTime booking system or need assistance cancelling, you have two contact routes: MyTime's support team and the business directly.
The business that owns the MyTime booking page is your primary contact. They control the cancellation policy and approve all refunds. Most salons and spas list their phone number and email on their MyTime booking page. Call during business hours or send an email explaining your cancellation request. Reference your booking confirmation number and the date you booked.
If the MyTime booking page has a technical issue (the "Cancel" button doesn't work, you can't log in, or a payment error occurs), contact MyTime's support team through their main website. Explain the technical problem clearly, including screenshots if possible. MyTime's support team can reset your account access or assist with payment disputes, but they cannot override the business's cancellation policy.
If the business refuses to acknowledge your Consumer Guarantees Act rights or ignores your cancellation request after 7 working days, file a complaint with the Commerce Commission (comcom.govt.nz). The Commission investigates unfair trading practices and enforces consumer rights. Your complaint is free and independent. Include copies of all correspondence, booking confirmations, cancellation requests and evidence of when you contacted the business. The Commerce Commission typically responds to complaints within 20 working days.
Your cancellation rights under New Zealand law are stronger than most businesses' terms suggest. The Consumer Guarantees Act 1993 gives you a 14-day cooling-off right for distance purchases-regardless of what a "non-refundable" policy says. If you cancel within 14 days of booking an appointment through MyTime online and the service hasn't started, you are entitled to a refund. If you cancel later and the business charges a fee, that fee must be a genuine pre-estimate of loss, not a penalty.
To cancel your MyTime appointment, use the "Cancel" button on the booking page or MyTime Guest App, request written confirmation, and monitor your bank account for the refund. If the business refuses to cancel or refund you, contact the Commerce Commission. Yafee has helped thousands of New Zealand consumers navigate cancellations with confidence by grounding their requests in consumer law and maintaining clear documentation. Follow the checklist in this guide, keep copies of all confirmations and correspondence, and escalate promptly if the business does not respond within 7 working days.
Your cancellation rights are legal rights, not favours. Stand firm, cite the Consumer Guarantees Act, and don't accept vague refusals. If you need further guidance, the Citizens Advice Bureau (cab.org.nz) and the Commerce Commission (comcom.govt.nz) are free resources. Yafee recommends visiting these sites to review your consumer protections before you cancel, and returning to this guide whenever you have a question about your legal position.