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Frequently asked questions
Cancel Pigeonly: Step-by-Step Guide
How to cancel Pigeonly and stop unexpected prison communication charges
What is Pigeonly and why cancellation matters
Pigeonly is a United States-based service that facilitates communication with incarcerated family members and friends through photo printing, postal mail delivery, phone credits, and messaging solutions. The company processes payments on your behalf, charging in USD, which can result in currency conversion fees for New Zealand customers. If you no longer need the service, costs are mounting, or you've found a cheaper alternative, cancelling quickly prevents further charges to your account.
Understanding your cancellation rights under New Zealand consumer law is essential. At Yafee, we help you navigate the legal framework and take decisive action to stop unwanted payments. This guide walks you through every cancellation method, your consumer protections, and the practical steps required to complete the process.
Core features and pricing structure
Pigeonly operates through free photo sending (with monthly limits), tiered subscription plans that reduce per-transaction rates, and direct payment processing to correctional facility phone providers. Subscription costs are charged in USD, typically ranging from USD 9.99 to USD 19.99 per month, depending on your chosen tier. New Zealand customers should expect Visa or Mastercard processing fees in addition to advertised subscription costs.
The service stores your account data, payment history, contact lists, and message archives on their servers. When you cancel, understanding what happens to this information is crucial-which is why Yafee covers data retention and account closure thoroughly below.
Common reasons new zealand users cancel Pigeonly
You might cancel if monthly subscription fees strain your household budget, you discover a cheaper competitor service, the app or website functions poorly, you no longer require regular prison communication, or unexpected currency conversion fees appear on your statements. Whatever your reason, you have enforceable consumer rights in New Zealand, and this guide empowers you to exercise them confidently.
Your consumer rights under new zealand law
Your legal position is protected by statute when you purchase services from Pigeonly, regardless of where the company operates.
Consumer guarantees act 1993 protections
Under the Consumer Guarantees Act 1993, Pigeonly must supply a service that is of acceptable quality, fit for purpose, safe, and delivered within a reasonable timeframe. If the service fails these standards-for example, photos do not arrive, the app crashes repeatedly, or postal mail is lost-you may claim a refund, replacement, or remedy.
This Act applies to all goods and services sold to New Zealand consumers, regardless of whether the supplier is based overseas. The burden of proof shifts to the company if a failure occurs within a reasonable time after purchase. Yafee strongly recommends documenting any service failures in writing before cancelling, as this evidence supports refund claims.
Cooling-off rights and payment dispute options
If you subscribed through Apple App Store or Google Play, you have 14 days to request a refund for unwanted or accidental purchases. The app store controls this window, not Pigeonly. Submit your refund request directly through your app store account settings; the retailer processes the approval, and Pigeonly complies with the refund instruction.
For website-based subscriptions, Pigeonly's Terms of Service do not explicitly offer a cooling-off period. However, if a charge is unauthorised or incorrect, you retain the right to dispute it with your bank or card issuer. Contact your bank's fraud or disputes team and reference the transaction date and merchant name. Your bank will investigate and may reverse the charge within 30 to 45 days.
Yafee advises reviewing your monthly statements carefully. Early detection of unwanted charges strengthens your dispute position and accelerates resolution.
Escalation to the commerce commission
If Pigeonly refuses your cancellation request, denies a refund you believe you're legally entitled to, or engages in misleading conduct, lodge a complaint with the Commerce Commission at comcom.govt.nz. The Commission investigates unfair contract terms, misleading advertising, and breaches of consumer law. Your complaint is free and carries legal weight; the Commission can compel the company to remedy its conduct or face enforcement action.
Cancellation methods available to new zealand users
Pigeonly offers multiple cancellation pathways; the fastest is via your online account dashboard.
Cancellation through your Pigeonly account
Cancelling through your online account provides immediate confirmation and stops future billing in the same transaction. This is the recommended method because you control the timing and receive instant notification.
- Visit pigeonly.com in your web browser.
- Log in using your registered email address and password.
- If your password is forgotten, click "Forgot Password" and follow the email reset link.
- Navigate to your account settings or subscription management page.
- Select "Manage Subscription" or "Billing Settings" from the account menu.
- Locate your active subscription tier or plan.
- Click "Cancel Subscription" or "End Plan" next to your active subscription.
- Pigeonly may present a survey asking your reason for cancellation; completing this is optional.
- The company may also offer a discounted renewal rate; reject this only if you intend to cancel.
- Confirm your cancellation by clicking the final "Confirm" or "Yes, Cancel" button.
- Pigeonly will display a confirmation message and send a cancellation confirmation email within minutes.
- Save this email and the confirmation message screenshot for your records.
- Verify that billing has ceased by checking your account dashboard.
- Return to "Billing Settings" and confirm that no active subscription is listed.
- If an active subscription still appears after 24 hours, contact Pigeonly support immediately.
Cancellation via mobile app (Apple or google)
If you subscribed through Apple App Store or Google Play, you must cancel through that app store's subscription management interface, not through the Pigeonly app itself.
- For iPhone or iPad users:
- Open the Settings app and tap your name at the top.
- Select "Subscriptions" from the menu.
- Find Pigeonly in the active subscriptions list.
- Tap Pigeonly and select "Cancel Subscription."
- Confirm your cancellation and note the end date displayed.
- For Android users:
- Open Google Play and tap your account icon in the top right corner.
- Select "Manage subscriptions."
- Tap Pigeonly from the active subscriptions list.
- Select "Cancel subscription" and confirm.
- Record the final billing date shown on screen.
Cancellation by post (for direct contact)
If you cannot access your account or require written confirmation of cancellation, send a formal cancellation letter by post to Pigeonly's United States mailing address. Yafee recommends this method if online cancellation fails or if you need documented proof for refund claims.
Send your letter to:
Pigeonly
1871 S Violet St
Denver, CO 80224
USA
Your letter must include your full name, email address associated with the account, phone number, and a clear statement: "I hereby cancel my Pigeonly subscription effective immediately. Please confirm cancellation and cease all charges to my account." Allow 10 to 15 working days for postal delivery to the United States, plus processing time. Retain a copy of your letter and photograph your posted envelope's tracking number as proof of dispatch.
Understanding refunds and billing cycles
Refund eligibility depends on when you cancel within your billing cycle and the method you used to subscribe.
Refund eligibility for active subscriptions
If you cancel mid-cycle, Pigeonly does not typically refund unused portions of your subscription fee. However, if you subscribed through Apple App Store or Google Play and cancel within 14 days, you retain a statutory right to refund that the app store enforces. Request your refund through the app store's interface, not Pigeonly directly.
For website subscriptions, Pigeonly's refund policy is non-standard. If the service has failed (e.g., photos not delivered, severe app malfunction), you may argue entitlement under the Consumer Guarantees Act, which overrides the company's stated refund policy. Yafee advises submitting a Consumer Guarantees Act refund claim in writing if the service quality was genuinely unacceptable.
Final billing and grace periods
Cancellation takes effect at the end of your current billing period, not immediately, unless the app store's terms specify instant cessation. Monitor your bank statement after cancellation to confirm no charge appears in the following billing cycle. If a charge does appear after you've cancelled, contact your bank immediately to dispute it as an unauthorised charge.
| Cancellation method | Processing time | Confirmation method | Refund eligibility |
|---|---|---|---|
| Online account dashboard | Instant | Email confirmation | Pro-rata refund if claimed under Consumer Guarantees Act |
| Apple App Store | Instant | App Store receipt | 14-day refund right applies |
| Google Play | Instant | Google Play receipt | 14-day refund right applies |
| Postal letter (USA address) | 10-15 working days | Written reply to address provided | Requires documented service failure for refund claim |
What happens to your data after cancellation
Once your subscription is cancelled, Pigeonly retains your account data, message history, and payment records for a period defined in their Privacy Policy. You retain the right to request deletion of your personal information under New Zealand's Privacy Act 2020.
Requesting data deletion
After cancelling, send a written request to Pigeonly's support team asking for complete deletion of your account, messages, photos, and payment history. Reference the Privacy Act 2020 and your right to data erasure. Pigeonly typically processes deletion requests within 30 days, though they may retain records for tax or legal compliance purposes for up to seven years.
Yafee recommends requesting data deletion in writing via email to support or by post to the address above. Keep a copy of your request and the date sent. If Pigeonly refuses or delays deletion unreasonably, you may lodge a complaint with the Privacy Commissioner at privacy.org.nz.
Timing and what to expect after cancellation
Cancellation is final; Pigeonly does not offer a grace period to reactivate within 30 days.
Immediate actions after cancellation
After confirming cancellation, verify within 24 hours that your account dashboard no longer displays an active subscription. Check your registered email for the cancellation confirmation. If no confirmation arrives, log out of your account, then log back in and check your subscription status again. Screenshot this confirmation for your records.
Monitoring future charges
Check your bank or credit card statement in your next billing cycle to ensure no charge appears. Pigeonly should not process a payment after you've cancelled. If a charge does post, immediately contact your bank's disputes team and reference your cancellation confirmation email. Your bank will investigate and reverse unauthorised charges within 30 to 45 days.
Reactivating your account
If you wish to use Pigeonly again after cancellation, you will need to create a new account and set up a fresh subscription. Previously stored messages and photos cannot be recovered once your account is deleted, so download or save any important correspondence before final deletion.
Common cancellation mistakes and how to avoid them
Cancellation is straightforward once you understand the process, but a few missteps can delay the outcome-here's how to stay on track.
Mistake 1: assuming cancellation is instant across all platforms
Online account cancellation is immediate, but charges may still appear at the end of your current billing cycle. If your billing date is 15 March and you cancel on 1 March, Pigeonly will not charge you on 15 March. However, if you cancel on 20 March (after the billing date), the charge for April may already be processing. Check the exact billing date in your account settings before cancelling.
Mistake 2: cancelling via the app without checking the primary account dashboard
Deleting the Pigeonly app does not cancel your subscription. You must cancel through your account dashboard, app store, or by post. Many users believe uninstalling the app ends their subscription; it does not. Yafee strongly recommends cancelling through your online account or app store to ensure billing stops immediately.
Mistake 3: forgetting to save your cancellation confirmation
Always screenshot or save the cancellation confirmation email and any on-screen confirmation message. If a charge disputes arises later, this documentation proves you cancelled and strengthens your refund claim with your bank. Without proof, disputing an unexpected charge becomes more difficult.
Mistake 4: not following up if a charge appears after cancellation
If a charge posts after you've cancelled, act within 10 days. Contact your bank's disputes team immediately and provide your cancellation confirmation. The longer you wait, the harder it is for your bank to reverse the charge. New Zealand banks typically honour refund requests if you report the issue within 45 days of the disputed charge.
Comparing alternatives and final considerations
Before cancelling, consider whether a different service might better suit your needs and budget.
| Service | Price (NZD equiv.) | Features | Recommended for |
|---|---|---|---|
| Pigeonly | $15-$30/month | Photos, mail, calling, messaging | Multi-method communication |
| WriteAPrisoner | Free (no subscription) | Email pen-pal connections | Budget-conscious users |
| GTL (Global Tel Link) | Variable per call/minute | Phone calls, video visitation | Calling only |
| ViaPath Technologies | Variable per transaction | Phone, video, email | Facility-provided service |
| Direct postal mail | ~$3-$5 per letter | Physical letters and cards | No-tech alternative |
Final checklist before and after cancellation
Use this checklist to ensure your cancellation is complete and no further charges occur.
- Locate your Pigeonly billing date (check account settings or last invoice)
- Review your cancellation method choice (online, app store, or postal)
- Perform cancellation and screenshot the confirmation
- Save the cancellation confirmation email
- Verify within 24 hours that no active subscription appears in your account
- Check your bank statement when your next billing cycle arrives
- If a charge appears post-cancellation, dispute it with your bank within 10 days
- Request data deletion if you want your account information removed
- Monitor statements for the following two billing cycles to ensure Pigeonly stops charging
Summary and next steps
Cancelling Pigeonly protects your household budget and stops unexpected USD-denominated charges. Your cancellation is your right under the Consumer Guarantees Act 1993, and Yafee has guided you through every legal protection and procedural step available to New Zealand consumers.
The quickest method is online account cancellation, which takes two minutes and provides instant confirmation. If you experience any resistance or unexpected charges persist, escalate to the Commerce Commission at comcom.govt.nz or your bank's disputes team. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover overcharged fees by understanding their legal position and following clear, step-by-step procedures.
If you need further legal guidance on consumer rights, refund claims, or escalation strategies, consult Yafee's full library of cancellation guides at yafee.com. Your consumer rights are enforceable, and cancellation should be simple once you know where to click.
Pigeonly contact address for written cancellation requests
Pigeonly
1871 S Violet St
Denver, CO 80224
United States of America
New Zealand consumers with unresolved disputes may escalate to the Commerce Commission (comcom.govt.nz) or the Privacy Commissioner (privacy.org.nz) if data deletion is refused.
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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