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Frequently asked questions
Cancel AdGuard: Step-by-Step Guide
How to cancel AdGuard in new zealand and claim your refund
What AdGuard is and why you might want to cancel
AdGuard is a comprehensive ad-blocking and privacy suite that runs on desktops, tablets and phones. It stops advertisements, trackers and malicious websites from following you online across Windows, macOS, iOS, Android and web browsers.
You can purchase AdGuard directly from the company's website, through the Apple App Store, Google Play, or as a browser extension. Each purchase method operates under different contractual terms, which directly affects your cancellation rights and refund eligibility.
If you no longer need AdGuard, you're in the right place. Yafee walks you through cancellation step-by-step, explains your refund options under New Zealand law, and helps you avoid common traps that cost consumers money.
When cancellation makes sense
You might cancel AdGuard because you've switched to a different ad blocker, your device no longer needs the protection, the subscription cost no longer fits your budget, or you've noticed the software slowing your computer down. All of these are valid reasons, and none of them should trigger hidden fees or stubborn refund rejections.
The sooner you cancel, the sooner you stop paying for a service you don't use. If you're within a refund window, acting quickly improves your chances of recovering your money.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 gives you strong legal protections when you buy digital services like AdGuard.
What the consumer guarantees act protects
Under the Consumer Guarantees Act, services must be of acceptable quality, fit for purpose, and provided within a reasonable time. If AdGuard fails to block advertisements as promised, slows your device significantly, or stops working after purchase, you have grounds to request a refund or replacement, even if the company's standard refund window has passed.
The Act also entitles you to cancel within a reasonable time if the service doesn't perform as advertised. For subscription software, this typically means days rather than weeks, so document any performance issues immediately with screenshots and timestamps.
Your legal position
You have the right to request a refund under the Consumer Guarantees Act 1993 if AdGuard fails to meet acceptable quality standards, regardless of the company's posted refund window. If the software doesn't block advertisements as marketed, crashes frequently, or significantly degrades device performance, you can invoke this statutory protection. The burden is on AdGuard to prove the service was fit for purpose at the time of purchase.
When to invoke consumer law in writing
If AdGuard refuses a refund within 60 days (their standard window), or if the product doesn't work as marketed, reference the Consumer Guarantees Act in your support email. Write: "I am seeking a refund under the Consumer Guarantees Act 1993, section 9, as the service has not met acceptable quality standards."
If AdGuard continues to refuse, escalate to the Commerce Commission (comcom.govt.nz) or your local Citizens Advice Bureau. Keep email records of every support interaction. Timestamps prove your good-faith effort to resolve the issue, which strengthens your position if you escalate to the Commerce Commission.
How to cancel AdGuard by purchase method
Your cancellation process depends on where you bought AdGuard and which platform you use.
Cancel an AdGuard subscription purchased directly from the website
If you bought AdGuard or AdGuard VPN directly from adguard.com, use your account dashboard to cancel.
- Visit adguard.com and log in with your email address and password.
- Click your profile icon in the top right corner and select Account or My Account.
- Navigate to the Licenses section in your account settings.
- Find the subscription you want to cancel and click Cancel Subscription or the equivalent button.
- You may see options to pause the subscription instead. Only choose this if you plan to restart it later.
- Confirm cancellation when the system prompts you. You'll receive a confirmation email within minutes.
- Note the cancellation date shown on screen. Your access continues until the end of your current paid period. For example, if you paid for a year upfront, you retain access for the full 12 months from purchase.
- Take a screenshot of the cancellation confirmation page for your records.
Cancel an AdGuard subscription purchased through the apple app store
If you bought AdGuard through Apple's in-app purchase system on iPhone, iPad or macOS, you cancel through your Apple ID settings, not through AdGuard's website.
- On your Apple device, open Settings and tap your name at the top.
- Select Subscriptions.
- Find AdGuard in the active subscriptions list and tap it.
- Tap Cancel Subscription and confirm your choice.
- Apple displays your cancellation effective date. Your access continues until this date.
- Request a refund by tapping Report a Problem next to the AdGuard transaction in your purchase history.
- Select the reason (such as "Accidental purchase" or "The app doesn't work as described") and submit your request.
- Apple processes refund requests within 5-10 business days.
Cancel an AdGuard subscription purchased through google play
If you bought AdGuard through Google Play on an Android device, cancel via your Google Play account.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner and select Payments and subscriptions.
- Select Subscriptions.
- Find AdGuard and tap Cancel Subscription.
- Google displays your final billing date. Access continues until this date.
- To request a refund, open your Google Play transaction history and find the AdGuard purchase.
- Tap Report a problem and select your reason for the refund request.
- Google typically processes refund requests within 5-7 business days for subscriptions cancelled within 48 hours of the initial charge.
Cancel an AdGuard browser extension subscription
If you subscribed to AdGuard through a browser extension, the cancellation method depends on which browser you use.
- Open your browser and navigate to the extension management page.
- Chrome: Type chrome://extensions into the address bar.
- Firefox: Type about:addons into the address bar.
- Safari: Open Safari > Preferences > Extensions.
- Edge: Type edge://extensions into the address bar.
- Find AdGuard in your extension list and click Details or Manage.
- Look for an option to manage your subscription or account settings within the extension details panel.
- Log into your AdGuard account and navigate to Licenses to cancel, following the steps in the "Cancel an AdGuard subscription purchased directly from the website" section above.
- If no in-extension cancellation option appears, visit adguard.com directly, log in, and cancel from your account dashboard.
Understanding AdGuard's refund policy and timeline
AdGuard offers different refund terms depending on how long you've had the service and where you purchased it.
| Purchase method | Standard refund window | Refund eligibility |
|---|---|---|
| Direct from adguard.com | 60 days from purchase | Full refund if requested within 60 days; after 60 days, refund only under Consumer Guarantees Act if service fails |
| Apple App Store | Varies by transaction date | Apple typically grants refunds within 14 days if requested through Report a Problem; later requests often denied unless service fails |
| Google Play | 48 hours from purchase | Full refund if requested within 48 hours of initial charge; limited refunds thereafter |
| Browser extensions | 60 days from purchase | Full refund within 60 days if requested directly from adguard.com account dashboard |
How to request a refund from AdGuard directly
If you've cancelled your subscription within the refund window, you must request a refund separately. Cancellation alone does not automatically trigger a refund; you must actively ask for one.
- Log into your AdGuard account at adguard.com.
- Navigate to the Licenses section and locate the subscription you just cancelled.
- Look for a "Request Refund" button or similar option. If none appears, proceed to the next step.
- Email AdGuard's support team at [email protected] with the subject line "Refund request - [Your order number]".
- In your email, include:
- Your full name and registered email address.
- Your order number (visible in your account dashboard or original purchase confirmation email).
- The date you purchased the subscription.
- A brief reason for your refund request (for example, "Subscription no longer required" or "Service does not block advertisements as advertised").
- The words: "I am requesting a refund within the 60-day refund window."
- Send your email and wait for AdGuard's response within 5-10 business days.
- If AdGuard denies your refund request and you are within the 60-day window, reply citing the Consumer Guarantees Act 1993.
Refund timeline and payment method
If AdGuard approves your refund, the money typically returns to your original payment method within 5-10 business days. If you paid by credit or debit card, the refund appears on your next statement. If you paid via PayPal or another digital wallet, the funds return to that account.
During peak support periods, processing may take up to 14 days. Check your payment provider's transaction history if you don't see the refund within 10 business days, and contact AdGuard again with proof of your refund approval email.
What happens after you cancel AdGuard
Once you cancel, several things occur automatically and several require your action.
Your access during the paid-through date
You retain full access to AdGuard until the end of your current billing period, regardless of when you cancel. If you subscribed to an annual plan, you have 12 months of protection from the purchase date. If you cancel on day 30, you still have 11 months remaining.
This is true across all purchase methods: direct website, Apple App Store, Google Play, and browser extensions. Yafee recommends taking screenshots of your cancellation confirmation showing the access end date, in case disputes arise later.
How to verify cancellation and access status
- Log into your AdGuard account at adguard.com (or your app store account if purchased there).
- Check the Licenses or Subscriptions section.
- Confirm that your subscription no longer appears in the "Active" list, or displays a status such as "Cancelled" or "Expires [date]".
- If you purchased through Apple App Store or Google Play, verify the cancellation status in your app store account settings.
- Test your AdGuard functionality to ensure it still works until your paid-through date.
Managing password and account security after cancellation
After you cancel, consider changing your AdGuard account password if you used a weak or repeated password. Although you no longer receive service, your account remains associated with your email address and payment method.
Log into your AdGuard account, navigate to Account Settings, and select Change Password. Create a strong, unique password or delete your account entirely if you do not plan to use AdGuard again. Deleting your account is permanent and removes all licenses and payment records from AdGuard's system.
Common mistakes to avoid when cancelling
Cancelling AdGuard is straightforward, but small errors cost you money. Here's what Yafee sees most often.
Mistake 1: assuming cancellation equals an automatic refund
Cancelling your subscription does not automatically trigger a refund. You must request a refund separately, usually by email to [email protected], and you must do so within AdGuard's refund window (typically 60 days). If you cancel but don't request a refund within this window, you forfeit your money. Always email for a refund confirmation immediately after cancelling.
Mistake 2: missing the refund window because you cancel too late
AdGuard's refund window closes 60 days after purchase. If you wait until day 65 to cancel or request a refund, AdGuard will reject you. Yafee recommends acting within 30 days if you're uncertain about the service. Check your purchase confirmation email for the exact purchase date so you know when your refund window expires.
Mistake 3: cancelling through the wrong platform
If you bought AdGuard through the Apple App Store but attempt to cancel on adguard.com, your cancellation won't process. Each platform manages subscriptions independently. Use the same platform where you made the purchase. If you're unsure which platform you used, check your email for the original purchase receipt, which specifies the source.
Mistake 4: not keeping cancellation and refund documentation
Email confirmations from support, screenshots of your cancelled subscription status, and records of refund requests protect you if disputes arise. Screenshot every confirmation page and save all support emails in a folder labeled "AdGuard Cancellation" on your computer. These records are essential if you escalate to the Commerce Commission.
Mistake 5: requesting a refund through customer support chat instead of email
Live chat conversations are harder to track and easier for support agents to dismiss later. Always send refund requests by email to [email protected] so you have a permanent record with timestamps. Include your order number, purchase date, and clear refund request language.
Pricing and subscription options at a glance
Understanding AdGuard's pricing helps you determine whether cancellation and a refund request align with your financial situation.
| Product | Subscription length | Price (NZD) | Price per month |
|---|---|---|---|
| AdGuard (Standard) | 1 month | $7.99 | $7.99 |
| AdGuard (Standard) | 1 year | $55.00 | $4.58 |
| AdGuard (Premium/Family) | 1 month | $11.99 | $11.99 |
| AdGuard (Premium/Family) | 1 year | $89.99 | $7.50 |
| AdGuard VPN | 1 year | $79.99 | $6.67 |
Annual plans offer significant savings, but they also mean you commit more upfront money. If you purchase an annual plan and cancel within 60 days, you recover the full amount. If you cancel after 60 days, you generally forfeit the entire annual fee unless the service fails under the Consumer Guarantees Act.
When to escalate your cancellation to the commerce commission
If AdGuard refuses to cancel your subscription, ignores refund requests, or violates the Consumer Guarantees Act, escalate your complaint to New Zealand's Commerce Commission.
Steps to lodge a complaint with the commerce commission
- Visit www.comcom.govt.nz and select "Lodge a complaint".
- Fill out the online complaint form with your name, contact details, and a detailed description of the issue.
- Attach copies of all relevant documentation:
- Your purchase confirmation email from AdGuard or your app store account.
- All emails exchanged with AdGuard support, including cancellation and refund requests.
- Screenshots of your account dashboard showing cancellation status.
- Evidence of the service failure (if applicable), such as screenshots of advertisements not being blocked or device performance issues.
- Submit your complaint. The Commerce Commission typically acknowledges receipt within 2 business days.
- The Commission investigates and attempts to mediate between you and AdGuard. This process typically takes 4-8 weeks.
- If mediation fails, the Commission may take enforcement action or escalate to the District Court.
What the commerce commission can do for you
The Commerce Commission enforces the Consumer Guarantees Act 1993 and has the power to compel companies like AdGuard to offer refunds, cancel subscriptions, and pay compensation for breaches. Furthermore, if AdGuard has engaged in misleading or deceptive conduct, the Commission can impose penalties.
Filing a complaint with the Commerce Commission is free and requires no lawyer. Nevertheless, ensure your documentation is thorough and your timeline clear, as this strengthens the Commission's ability to act on your behalf.
Alternatives to cancelling: pause or downgrade
Cancellation is permanent, but AdGuard offers alternatives if you want to reduce costs temporarily or test a different plan.
Pause your subscription
If you don't need AdGuard right now but might use it later, pause your subscription instead of cancelling. When you pause, your subscription enters a dormant state. You don't pay, and you don't lose your license. You can resume at any time without losing your settings or configuration.
To pause, log into your AdGuard account, navigate to Licenses, and select Pause Subscription. You can pause for up to 3 months. If you don't resume within 3 months, the subscription automatically cancels.
Downgrade to a lower-cost plan
If you're paying for AdGuard Premium but only need AdGuard Standard, downgrade instead of cancelling. Log into your account, select your subscription, and choose Upgrade or Downgrade Plan. AdGuard prorates the price difference and applies the credit to your next billing date. Downgrading costs nothing and preserves your account history.
Contact information and postal address for AdGuard
AdGuard does not maintain a separate cancellation postal address for New Zealand. If you need to send written cancellation or refund requests by post, send correspondence to:
AdGuard Support
Registered Office
Limassol, Cyprus
However, Yafee strongly recommends cancelling and requesting refunds through your online account dashboard or by email to [email protected]. Postal correspondence takes 2-4 weeks to reach Cyprus and adds delays to refund processing. Email is faster, verifiable, and creates an instant record.
Yafee has helped thousands of consumers cancel subscriptions, understand their rights under the Consumer Guarantees Act 1993, and recover refunds. Visit Yafee.com to access refund templates, escalation guides, and direct links to support teams for dozens of software and SaaS services. Yafee's platform simplifies cancellation across all providers, ensuring you keep control of your spending and your rights.