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Frequently asked questions
Cancel Primate: Step-by-Step Guide
How to cancel your Primate subscription and protect your mighty ape account
Why you might want to cancel Primate
You signed up for Primate membership expecting ongoing value, but circumstances change. Perhaps the free delivery benefits no longer align with your shopping frequency, or you've realised the annual fee doesn't translate into discounts you actually use. Whatever your reason, cancelling your Primate subscription should be straightforward-and Yafee is here to ensure you understand exactly how to do it without losing money or falling into common renewal traps.
Primate, Mighty Ape's subscription service for New Zealand customers, charges either NZ$29 every 92 days (quarterly) or NZ$89 per year. After your 14-day free trial, your membership renews automatically unless you actively cancel. Understanding your options before you act will save you time, protect your wallet, and ensure you remain in control of your account.
Common reasons to cancel
- You've completed your free 14-day trial and don't want automatic billing to commence.
- You rarely qualify for free standard delivery on your typical purchases.
- You prefer to shop independently without a membership commitment.
- Primate Points and partner discounts don't reflect your actual shopping patterns.
- You've relocated or changed your purchasing behaviour and the service no longer delivers value.
When cancellation matters most
If you remain within your 14-day free trial, cancelling now means you avoid any charge entirely. If you've passed the trial period, act before your renewal date to prevent being billed for another term. In New Zealand, the Fair Trading Act protects you from misleading renewal practices, so Mighty Ape must make cancellation clear and accessible. Yafee can guide you through holding them accountable if they fail to do so.
Your consumer rights in new zealand
New Zealand law grants you explicit protections when managing subscription renewals and automatic billing arrangements.
Fair trading act and automatic renewal
Under New Zealand's Fair Trading Act, businesses must not engage in misleading or deceptive conduct when collecting money from you, including through automatic renewal schemes. Mighty Ape must:
- Clearly disclose renewal terms before you incur any charge.
- Make cancellation as straightforward as signing up.
- Not bury cancellation options or use dark patterns-confusing layouts designed to keep you subscribed.
- Provide a simple, accessible cancellation method that matches how you signed up.
If Mighty Ape's cancellation process is deliberately difficult to locate, unclear, or takes longer than necessary, they may be breaching the Fair Trading Act. In such cases, you have grounds to escalate your complaint.
Consumer guarantees act coverage
The Consumer Guarantees Act protects you by ensuring that services meet acceptable standards. If Primate fails to deliver its promised benefits-for example, if delivery fees are charged when they should be free, or if early access deals never materialise-you may have a right to refund or compensation under this law.
Keep records of the following:
- Your subscription start date and plan details.
- Screenshots of benefits you were promised.
- Emails or receipts showing charges and renewal dates.
- Evidence that promised benefits were not delivered, such as blocked early access deals or delivery charges despite membership.
Your legal position
You have an explicit right to cancel your Primate subscription at any time. Mighty Ape cannot lawfully impose penalties, withhold refunds, or make cancellation deliberately onerous. If the company resists your cancellation or disputes a refund claim, contact the Commerce Commission (comcom.govt.nz) or your local Citizens Advice Bureau. These bodies can investigate unfair practices and compel businesses to comply with the law.
How to cancel your Primate subscription
Mighty Ape provides an online cancellation method through your account dashboard, with postal correspondence available as an alternative.
Step 1: log in to your mighty ape account dashboard
- Visit the Mighty Ape website and click "Log In" at the top right of the page.
- Enter your email address and password.
- Navigate to "My Account" or "Account Settings" once you've logged in successfully.
- Look for a section labelled "Subscriptions", "Membership", or "Primate"-the exact label varies depending on the current interface.
Step 2: locate your Primate subscription
- Within your account dashboard, find the active Primate subscription entry.
- The entry will display your current plan (quarterly or annual), your next renewal date, and the amount you will be charged.
- Confirm this is the subscription you wish to cancel before proceeding further.
Step 3: initiate the cancellation request
- Click the "Cancel Subscription" or "Cancel Primate" button next to your active subscription.
- Mighty Ape may present a confirmation page asking you to confirm the cancellation or offering a discount to encourage you to stay-this is standard practice and you are not obligated to accept any offer.
- Confirm your cancellation choice when prompted.
Step 4: save your cancellation confirmation
- After you complete the cancellation, Mighty Ape will display a confirmation message on screen.
- Take a screenshot of this confirmation or request an email confirmation.
- Note the cancellation date and your final billing date for your records.
Alternative method: written cancellation
If you encounter technical issues with the online dashboard or prefer written correspondence, you may cancel by post:
- Write a brief letter stating your full name, email address, Mighty Ape account number, and your request to cancel your Primate subscription immediately.
- Include your current billing date and the renewal date you wish to prevent.
- Send your letter to:
- Mighty Ape Limited
- PO Box 347
- Silverdale 0944
- New Zealand
- Use registered mail or a tracked courier service so you have proof of delivery.
- Retain a copy of your cancellation letter and proof of postage for your records.
Primate pricing and plan comparison
Understanding Primate's cost structure helps you determine whether cancellation is the right choice for your situation.
| Plan option | Cost | Renewal frequency | Key benefits | Best for |
|---|---|---|---|---|
| Quarterly | NZ$29 | Every 92 days | Free standard delivery on orders over NZ$25, Primate Points, partner discounts | Customers who shop regularly and want flexibility |
| Annual | NZ$89 | Every 12 months | Same benefits as quarterly, lower cost per month (approximately NZ$7.42) | Committed customers with consistent spending |
| Free trial | NZ$0 | 14 days | Full access to all Primate benefits during trial period | New members testing the service |
What happens after you cancel
Cancelling your Primate subscription triggers a series of events-knowing what to expect prevents confusion and ensures you're not incorrectly charged.
Your access during the notice period
Your Primate benefits remain active until the end of your current billing cycle. If you cancel today and your renewal date is in 45 days, you retain free delivery and Primate Points until that renewal date passes. You will not be charged again, and Mighty Ape cannot reinstate the subscription without your explicit consent.
Confirmation and documentation
Within 24 to 48 hours of cancelling, Mighty Ape will send you a confirmation email. This email will state your cancellation date, your final billing date, and confirmation that no further charges will be applied. If you do not receive this email, contact Mighty Ape's customer service to obtain written proof of your cancellation.
Final billing and refunds
You will not be refunded for the current billing period, even if you cancel mid-cycle. In New Zealand, subscription services are generally treated as paid in advance for the period you're currently in. However, if you cancel within your 14-day free trial, you will not be charged at all. If Mighty Ape charges you after the cancellation date you confirmed, that charge is unauthorised and you should dispute it immediately with your bank and lodge a complaint with the Commerce Commission.
Refund eligibility and how to claim
Refunds for Primate are limited but not impossible in specific circumstances.
When you may qualify for a refund
- Cancellation within the 14-day free trial: You are entitled to a full refund if you cancel before any charge is applied, which is automatic under consumer law.
- Unauthorised charges: If Mighty Ape charges your card after you cancelled, or charges you incorrectly, you have the right to dispute the transaction and claim a refund.
- Service failure: If Primate fails to deliver promised benefits and Mighty Ape refuses to remedy the situation, you may claim a refund under the Consumer Guarantees Act.
- Billing error: If you are charged twice in one cycle or billed for a subscription you never authorised, request a refund immediately.
How to claim your refund
- Contact Mighty Ape's customer service with clear evidence of your refund claim (screenshots, transaction records, or cancelled subscription confirmation).
- State your reason for the refund request and the amount you believe is owed.
- Give Mighty Ape 14 days to respond. Yafee recommends using email or tracked messaging so you have a record of your request.
- If Mighty Ape denies your refund or does not respond within 14 days, lodge a formal complaint with the Commerce Commission or your bank's dispute resolution service.
- Your bank can reverse unauthorised or incorrectly processed charges and freeze your account if necessary while investigating.
Common mistakes to avoid
Cancelling your subscription is simpler than many people believe-these errors are easily prevented with awareness.
Assuming your trial has been cancelled automatically
The 14-day free trial does not automatically convert to a paid subscription unless you actively fail to cancel. However, many customers assume they've cancelled when they haven't. Log in to your account before your trial ends and confirm that Primate no longer appears in your subscription list. Yafee recommends setting a phone reminder 3 days before your trial expiry date so you have time to act.
Cancelling your card instead of your subscription
Cancelling or replacing your payment card does not cancel your Primate subscription. Mighty Ape will attempt to charge your new card details when your renewal date arrives. You must cancel the subscription itself through your account dashboard or in writing. If you close your card, notify Mighty Ape in writing that you've cancelled your subscription and provide your account number.
Not keeping proof of cancellation
Screenshots and confirmation emails are your evidence. If Mighty Ape charges you after you've cancelled and claims they have no record of your request, your documentation will be essential when disputing the charge with your bank or escalating to the Commerce Commission. Store these records for at least one year after cancellation.
Missing the renewal date cutoff
If you intend to cancel before the next charge, do so at least 2 business days before your renewal date. Mighty Ape may process charges in batches overnight or early morning. Cancelling on the same day as your renewal date may be too late. Yafee advises cancelling at least one week in advance to ensure the cancellation is processed before the payment run.
Checking your account after cancellation
Once your Primate subscription is cancelled, you should verify that your account reflects this change and that no unexpected charges appear.
Verify the subscription is no longer active
- Log in to your Mighty Ape account 24 hours after you cancel.
- Navigate to "My Account" and check your subscription list or membership status.
- Primate should no longer appear as an active subscription.
- If Primate still shows as active, contact Mighty Ape immediately to confirm whether your cancellation was processed.
Monitor your bank statements
- Check your bank or credit card statement for the next 90 days after your final renewal date.
- If a Primate charge appears after your cancellation date, contact your bank immediately to dispute it.
- Provide your bank with your cancellation confirmation email or screenshot as evidence that the charge is unauthorised.
- Your bank can reverse the charge and investigate within 20-30 business days in most cases.
Escalating complaints if mighty ape refuses to cancel
In rare cases, Mighty Ape may resist cancellation or claim technical barriers prevent you from cancelling online.
Step-by-step escalation process
- Contact Mighty Ape's customer service by email or phone: Explain that you wish to cancel Primate immediately and ask for written confirmation of your request. Record the date, time, and name of the person you speak to.
- Send a formal written cancellation notice: If online cancellation fails or customer service does not respond within 5 business days, send a cancellation letter by registered mail to the address listed below.
- Wait 10 business days for a response: Mighty Ape must acknowledge and process your written cancellation request within this timeframe under the Fair Trading Act.
- Dispute any unauthorised charges: If Mighty Ape charges you after your cancellation request, contact your bank to dispute the transaction immediately. Yafee recommends providing your cancellation letter or confirmation as evidence.
- Lodge a complaint with the Commerce Commission: If Mighty Ape continues to charge you after a clear cancellation request, visit comcom.govt.nz or contact Citizens Advice Bureau to file a formal complaint about unfair trading practices.
What the commerce commission can do
The Commerce Commission investigates breaches of the Fair Trading Act and can compel Mighty Ape to refund you, cease misleading practices, and pay penalties. Your complaint is free to lodge and the Commission's investigation does not cost you anything.
Primate cancellation checklist
Use this checklist to ensure you've completed every step and protected yourself from unexpected charges.
| Task | Completed | Notes |
|---|---|---|
| Log in to Mighty Ape account and locate Primate subscription | ☐ | Check renewal date and current plan type |
| Click "Cancel Subscription" and confirm cancellation | ☐ | Screenshot the confirmation message |
| Save cancellation confirmation email | ☐ | Store for at least one year |
| Verify Primate no longer appears in your subscription list | ☐ | Check 24 hours after cancellation |
| Monitor your bank statement for unexpected charges | ☐ | Check for 90 days after final renewal date |
| Dispute any unauthorised charge with your bank | ☐ | Provide cancellation confirmation as evidence |
Contact details and mailing address
If you need to cancel by post or escalate a dispute, use the following address:
Mighty Ape Limited
PO Box 347
Silverdale 0944
New Zealand
Include your full name, email address, Mighty Ape account number, and a clear statement that you wish to cancel your Primate subscription immediately. Use registered mail or a tracked courier service to ensure proof of delivery.
Cancelling your subscription should be straightforward and free from obstacles. If Mighty Ape makes the process deliberately difficult, delays your cancellation, or charges you after you've cancelled, you have legal protections under the Fair Trading Act and Consumer Guarantees Act. Yafee has helped thousands of consumers cancel their unwanted subscriptions and recover unauthorised charges by following these steps and understanding their rights. If you encounter resistance from Mighty Ape, escalate your complaint to the Commerce Commission-they take automatic renewal disputes seriously and will compel the company to comply with the law. Your wallet and your peace of mind are worth protecting.
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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