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Frequently asked questions
Cancel Netbilling: The Right Way
How to cancel Netbilling and protect your new zealand merchant account
What Netbilling is and why new zealand merchants need to understand cancellation
Netbilling is a United States-based payment processor that manages billing, subscription administration, and recurring transactions for online merchants worldwide. If you operate a New Zealand business and currently use Netbilling to process customer payments, understanding how to cancel your account is essential-particularly if you intend to switch to another payment gateway or close your trading operation entirely.
At Yafee, we specialise in helping New Zealand businesses navigate payment processor changes and contract termination. We recognise that the cancellation process is rarely straightforward, and we will guide you through each procedural step with precision and clarity.
How Netbilling operates
Netbilling functions as the intermediary between your business and your customers' payment instruments. The platform processes one-off transactions, recurring billing cycles, and subscription management-handling the technical and security infrastructure so you focus on running your business. Netbilling provides merchant account services, chargeback management, and reporting tools designed specifically for recurring billing models.
Why you might choose to cancel Netbilling
You may decide to cancel Netbilling for several reasons: switching to a local New Zealand payment processor such as Wise or Stripe, consolidating multiple payment gateways, reducing monthly processing fees, or closing your business entirely. Whatever your motivation, Yafee recommends documenting your decision and reviewing your contract terms before initiating the cancellation process.
Your consumer rights and what they mean for you
As a New Zealand consumer or business, you hold specific legal protections under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These statutes establish your right to cancel service agreements, provided you follow the correct procedural steps.
Your legal position
Under the Consumer Guarantees Act 1993, you have the right to cancel a contract for services (including payment processing) if the service provider has not delivered the service as promised or has failed to meet legal obligations. Netbilling, as a service provider, must comply with New Zealand consumer law even though it is based in the United States. If Netbilling refuses to process your cancellation or imposes unreasonable penalties, you may lodge a complaint with the Commerce Commission, New Zealand's primary consumer protection authority.
The Fair Trading Act 1986 prohibits misleading or deceptive conduct in commerce. If Netbilling's cancellation terms are unclear or the company misrepresents its cancellation process, you have grounds to escalate your complaint to the Commerce Commission.
What happens to your merchant account after cancellation
Upon cancellation, Netbilling will cease processing new transactions. Any pending settlements, chargebacks, or disputes must be resolved before your account is fully closed. The company typically retains the right to hold funds for a specified dispute period (commonly 90 to 180 days) to cover potential chargebacks or customer refund claims.
Cancellation methods and how to contact Netbilling
Netbilling does not publicly advertise a dedicated New Zealand cancellation contact point, which is common for United States-based processors. You must contact the company's primary support channels to initiate cancellation.
Primary cancellation contact details for Netbilling
Netbilling's official mailing address is located in California, United States. Yafee recommends submitting your cancellation request via email or phone support first, as this creates an immediate record. If the company does not respond within 10 business days, follow up with a formal written notice sent to the address listed below:
Netbilling
California, United States
(Contact details to be verified directly with Netbilling's support team)
Before cancelling, retrieve your merchant account number and any contract reference codes. These details will be required to identify your account and process the cancellation.
How to request cancellation via email
Email remains the most reliable method for initiating cancellation with Netbilling. Your email creates a timestamped record of your cancellation request, which protects you if the company later disputes when you submitted your notice.
- Locate Netbilling's support email address on the company website or your account dashboard.
- Draft an email with the subject line: "Merchant Account Cancellation Request - [Your Account Number]".
- Include the following information in the email body:
- Your full business name and registered address.
- Your Netbilling merchant account number.
- The date you wish the account to be closed (recommend 14 days from the email date).
- A brief statement of your reason for cancellation.
- Your contact phone number and preferred email for confirmation.
- Request written confirmation of your cancellation request, including an expected closure date and any final settlement details.
- Send the email and retain a copy for your records.
- Monitor your inbox for a response within 5 to 10 business days.
How to request cancellation via phone
Telephone contact allows you to speak directly with a Netbilling representative and clarify any contractual obligations or fees immediately.
- Call Netbilling's customer support line during business hours (Netbilling operates in United States time zones).
- Have your merchant account number and a valid identification document ready.
- Request to speak with a customer service specialist who handles account cancellations.
- Provide your cancellation request verbally and ask for a confirmation number or reference code.
- Request that the company email you written confirmation of the cancellation within 24 hours.
- Record the date, time, and name of the representative you spoke with.
How to request cancellation via formal written notice
If Netbilling does not respond to email or phone requests within 10 business days, submit a formal written cancellation notice to their registered address. This step creates a legally defensible record and may trigger a faster response from the company's legal or compliance team.
- Draft a formal letter on your business letterhead, addressed to Netbilling's registered office address.
- Title the letter: "FORMAL NOTICE OF TERMINATION - MERCHANT SERVICE AGREEMENT".
- Include the following elements:
- Your full name, business name, and trading address.
- Your Netbilling merchant account number.
- The date of the letter.
- A clear statement: "I hereby terminate my merchant services agreement with Netbilling effective [date 14 days from letter date]."
- A request for written confirmation of cancellation and final settlement details.
- Your contact details.
- Send the letter via registered post or international courier to the California address listed above.
- Request a tracking number and keep all postal receipts.
- Expect a response within 15 to 20 business days (accounting for international mail delays).
Step-by-step cancellation process
Follow this structured sequence to ensure your Netbilling account is cancelled completely and all financial obligations are resolved.
Step 1: review your contract and cancellation terms
Before submitting any cancellation request, review your Netbilling merchant services agreement. Look for clauses that specify notice periods (typically 30 days), early termination fees, and settlement procedures. This contract forms the legal foundation of your cancellation rights. Yafee recommends taking a screenshot of all key contract terms for your records.
Step 2: identify any outstanding balances or disputes
Log into your Netbilling account dashboard and check for pending transactions, chargebacks, or customer disputes. These items must be resolved before your account closes. If funds are held in escrow or reserve, confirm the release timeline with Netbilling support.
Step 3: submit your cancellation request
Use one of the methods outlined above (email, phone, or formal written notice) to notify Netbilling of your intention to cancel. Specify your preferred cancellation date (ideally 14 days from submission) and request written confirmation.
Step 4: confirm cancellation in writing
After you submit your cancellation request, you must receive written confirmation from Netbilling. This confirmation should include the cancellation effective date, any remaining fees, and the timeline for final settlement. If you do not receive confirmation within 10 business days, follow up immediately.
Step 5: cease processing new transactions
Once Netbilling confirms your cancellation, stop routing new customer payments through the platform. Redirect your payment processing to your new provider. Failure to cease processing may result in ongoing charges and delays in your final settlement.
Step 6: monitor your final settlement
Netbilling will process your final settlement within 30 to 60 days (depending on your contract). This settlement will include any outstanding customer refunds, chargeback deductions, and processing fees. Verify that all amounts are correct and align with your agreement.
Step 7: confirm account closure
Once your final settlement is complete, request written confirmation that your account is fully closed. This prevents any accidental reactivation or unauthorised charges after cancellation.
Refunds and final settlement
Netbilling's refund and settlement process follows United States financial protocols, which may differ from New Zealand banking standards.
How Netbilling calculates your final settlement
Your final settlement includes the following components: (1) any remaining funds held in your merchant account, (2) deductions for pending chargebacks or customer refunds, (3) all processing fees through your cancellation effective date, and (4) any early termination fees specified in your contract. Netbilling will provide an itemised settlement statement.
Refund timeline and payment method
Netbilling typically processes final settlements within 30 to 60 business days. The company will return funds via your original banking method (the account you used to establish your merchant account). If you have changed your banking details since opening the account, notify Netbilling immediately with your updated bank account number and routing information.
What to do if your settlement does not arrive
If your final settlement has not arrived within 60 days of your cancellation effective date, contact Netbilling support with your cancellation confirmation number. Request a settlement status update and expected payment date. Document all communications. If the company fails to remit your settlement within 90 days, escalate your complaint to the Commerce Commission with copies of your cancellation confirmation and all follow-up correspondence.
Common cancellation mistakes and how to avoid them
Cancellation can feel daunting, but most complications arise from preventable oversights. The good news is that each mistake below is entirely avoidable with careful planning.
Mistake 1: failing to submit written cancellation notice
Verbal cancellation requests or informal messages via social media are not legally binding and Netbilling can deny receiving them. Always submit cancellation via email or formal letter. This creates an indisputable record.
Mistake 2: continuing to process transactions after requesting cancellation
If you continue to route customer payments through Netbilling after submitting your cancellation request, the company may extend your account closure date and charge additional fees. Cease all processing immediately upon submission of your cancellation request.
Mistake 3: ignoring early termination fees
Your Netbilling contract likely specifies early termination fees if you cancel before a contract end date. Review this clause before cancelling and factor the fee into your decision. These fees are typically non-negotiable, but Yafee recommends contacting Netbilling to discuss alternatives (such as account suspension instead of full cancellation).
Mistake 4: not verifying final settlement amounts
When you receive your settlement statement, compare every figure to your recent transaction history and account records. Netbilling processes thousands of merchants' accounts; calculation errors do occur. Request an itemised breakdown if any figure appears incorrect.
Mistake 5: failing to update your payment provider before cancellation
If you switch payment processors without ensuring that your new provider is fully operational first, you will lose the ability to process customer payments temporarily. This damages customer trust and revenue. Yafee advises running both systems in parallel for 7 to 14 days before fully cancelling Netbilling.
Pricing overview for Netbilling merchants
Understanding Netbilling's fee structure helps you assess whether cancellation costs are justified by switching to an alternative provider.
| Fee type | Typical cost | Notes |
|---|---|---|
| Monthly account fee | NZD 15-30 | Varies by account tier |
| Transaction fee (per transaction) | 1.5-2.9% + NZD 0.30 | Percentage varies by volume and payment type |
| Recurring billing fee | NZD 0.10-0.25 | Per recurring transaction processed |
| Chargeback fee | NZD 15-25 | Charged when customer disputes a transaction |
| Early termination fee | NZD 50-300 | Depends on contract length remaining |
| Gateway hosting fee (optional) | NZD 10-15 | If you use Netbilling's hosted payment page |
What to do after cancelling Netbilling
Cancellation is not the end of your payment processor journey-it is the beginning of your transition to a new system. The steps below ensure a smooth handover.
Migrate your transaction history and customer data
Before your Netbilling account closes, export all transaction records, customer billing histories, and recurring subscription data. Yafee recommends requesting a data export from Netbilling's support team and storing it securely for audit and compliance purposes.
Update your billing integrations and software
If you use accounting software, e-commerce platforms, or customer relationship management (CRM) systems integrated with Netbilling, disconnect these integrations and reconnect them to your new payment processor. Test all integrations thoroughly before going live.
Notify your customers of the change
If you process recurring billing, inform your customers that their payment method will change from Netbilling to your new processor. Send a clear, reassuring email explaining the transition and confirming that their subscription will continue without interruption.
Monitor your new payment processor account
For the first 30 days after Netbilling cancellation, actively monitor your new processor's account dashboard. Verify that all recurring transactions are processing correctly and that your transaction success rate matches your previous performance.
Comparison with alternative new zealand payment processors
If you are cancelling Netbilling because you are considering other options, compare the following processors against Netbilling's fees and features.
| Processor | Monthly fee | Transaction fee | Best for |
|---|---|---|---|
| Stripe | Free | 2.4% + NZD 0.30 | E-commerce and recurring billing |
| Wise | Free | 1.8% + NZD 0.30 | International transfers and low-cost processing |
| Payment Express | NZD 25 | 2.0-2.5% + NZD 0.30 | Local New Zealand merchant support |
| 2Checkout (Verifone) | Free | 2.2% + NZD 0.45 | Multi-currency and global merchants |
| PayPal Commerce | Free | 2.8% + NZD 0.50 | Small businesses and integrations |
| Square | Free | 2.75% + NZD 0.35 | Retail and point-of-sale transactions |
Common questions about Netbilling cancellation
This section addresses the most frequent concerns we receive from New Zealand merchants considering or executing Netbilling cancellations.
Can i cancel Netbilling if i am within a fixed-term contract?
Yes, you can cancel Netbilling at any time, but you may incur an early termination fee if your contract includes a minimum term. Review your contract to determine the fee amount. The fee is usually non-negotiable unless you can demonstrate that Netbilling has breached its obligations (such as failing to process payments or providing inadequate support).
How long does the Netbilling cancellation process typically take?
From submission of your cancellation request to final account closure, expect 30 to 90 days. This timeline includes processing your request (5-10 days), resolving any outstanding transactions (10-30 days), and processing your final settlement (30-60 days). International payment processing adds additional time due to banking protocols.
Will i lose access to my transaction history after cancellation?
Netbilling typically provides access to historical transaction records for 12 months after cancellation. However, Yafee recommends exporting all records before your cancellation effective date to avoid any access loss. Request a data export from Netbilling support at least 7 days before your account closes.
What happens to pending customer refunds if i cancel Netbilling?
Any pending customer refunds that were initiated before your cancellation effective date must be honoured by Netbilling. The company will process these refunds and deduct them from your final settlement. If a refund is disputed or delayed, Netbilling may hold it beyond the standard settlement period.
Is there a penalty for cancelling Netbilling if i have outstanding chargebacks?
Netbilling may delay your final settlement if you have open chargebacks or customer disputes. The company typically holds funds to cover potential chargeback costs until the dispute window closes (usually 90 days from the transaction date). This is standard practice in the payment processing industry and is not a penalty-it is a protection mechanism for both you and the company.
How to escalate your complaint if Netbilling refuses to cancel
If Netbilling refuses to process your cancellation or fails to respond to your requests within 20 business days, you have a formal escalation pathway under New Zealand consumer law.
Step 1: document all communication attempts
Collect copies of every email, phone call record, and formal letter you sent to Netbilling requesting cancellation. Include timestamps and the name of any representative you spoke with. This documentation forms the evidence base for your complaint.
Step 2: send a formal complaint to Netbilling
Draft a formal complaint letter addressed to Netbilling's complaint resolution team (separate from general customer support). State clearly that you have requested cancellation, provide the dates of your requests, and explain that the company has failed to respond or has refused without valid reason. Send this letter via registered post and retain proof of delivery.
Step 3: lodge a complaint with the commerce commission
If Netbilling does not respond within 20 business days of receiving your formal complaint, contact the Commerce Commission, New Zealand's primary consumer protection regulator. You may lodge your complaint online at www.comcom.govt.nz or by phone. Provide the Commerce Commission with copies of all communications between you and Netbilling, your contract, and a summary of the company's refusal to cancel.
Step 4: consider small claims mediation
If your dispute involves a financial amount below NZD 15,000, you may pursue resolution through the Disputes Tribunal (a free, informal mediation service in New Zealand). The Tribunal can award compensation if Netbilling is found to have acted unlawfully or unfairly.
Key takeaways and next steps
Cancelling Netbilling is a straightforward process when you follow the correct procedural steps and remain organised throughout the transition. The critical actions are: (1) review your contract to understand early termination fees and notice periods, (2) submit your cancellation request in writing via email or formal letter, (3) confirm that Netbilling has acknowledged your request in writing, (4) monitor your final settlement within 60 days, and (5) ensure all customer data is migrated to your new payment processor before the account closes.
At Yafee, we have supported thousands of New Zealand merchants through payment processor cancellations and transitions. Our experience shows that merchants who document every step and maintain clear communication with their current processor experience closure within 60 days with minimal complications. Yafee's resources on contract cancellation, payment processor comparisons, and merchant account management are available free of charge on our website.
If you encounter resistance from Netbilling or if you require legal advice specific to your situation, Yafee recommends contacting a lawyer specialising in consumer protection or contract law. The Commerce Commission also offers free guidance on your consumer rights under New Zealand law.
Your cancellation journey begins with a single email to Netbilling support. Send your cancellation request today, document the response, and follow the timeline outlined above. Yafee is here to answer any questions you have about the process or to help you compare alternative payment processors for your New Zealand business.
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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