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Frequently asked questions
Cancel Astrill: The Right Way
How to cancel Astrill in new zealand and protect your consumer rights
What is Astrill and why new zealand users subscribe
Astrill is a commercial virtual private network (VPN) service that routes your internet traffic through remote servers located in other countries. New Zealand users typically choose Astrill to access region-locked content, bypass geographic restrictions, and encrypt their online activity. The service advertises features including dedicated IP addresses and priority "VIP" servers designed for faster connection speeds.
If you have signed up for Astrill but no longer require the service, or if it has failed to meet your expectations, cancelling is achievable once you identify where you purchased it. Yafee helps thousands of New Zealand consumers navigate subscription cancellations every month, and Astrill is one of the services where we guide people through a clean and confident exit.
How Astrill operates in new zealand
Astrill operates globally and accepts payment from New Zealand customers through multiple channels: their website (astrill.com), the Apple App Store, Google Play, and payment platforms such as PayPal. Your subscription tier and payment method determine your specific cancellation route, which is why Yafee has created this detailed guide for New Zealand consumers.
Common reasons new zealand users cancel Astrill
New Zealand subscribers cancel Astrill for several reasons: the service no longer fits their needs, pricing concerns, switching to a competing VPN provider, or discovering the service does not perform as promised. Whatever your reason, you hold legal rights as a New Zealand consumer, and Yafee is here to explain them clearly.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 protects you regardless of what Astrill's terms and conditions claim. This is critical information many Astrill users overlook.
What the consumer guarantees act means for your Astrill subscription
Under the Consumer Guarantees Act, all goods and services must be of acceptable quality, fit for purpose, and match the description provided. If Astrill fails to deliver what was promised, or if the service is materially faulty, you retain the right to request a refund, replacement, or repair-regardless of Astrill's stated policy.
For instance, if Astrill advertises "unlimited bandwidth" but you experience consistent throttling, or if the VPN connection drops repeatedly, these service failures may entitle you to a refund. Yafee recommends documenting evidence of any service faults before contacting Astrill with a refund request. Take screenshots of error messages, note the dates and times of disconnections, and record server locations where failures occur.
When astrill's "no refund" policy does not apply
Astrill's website states that "all sales are final" and refunds are unavailable once purchase is made. This blanket policy directly conflicts with the Consumer Guarantees Act. Your statutory rights cannot be overridden by Astrill's terms. Additionally, if you paid via Apple App Store or Google Play, Apple and Google operate independent refund policies that are often more consumer-friendly than Astrill's own position.
Your legal position: The Consumer Guarantees Act applies to all consumer transactions in New Zealand, regardless of whether the supplier is based in New Zealand or overseas. Astrill's exclusion clauses have no legal force against your statutory rights. If Astrill refuses your refund request, you can escalate to the Commerce Commission, New Zealand's consumer protection authority.
Where you purchased Astrill determines your cancellation path
Your cancellation method depends entirely on which platform processed your payment. Yafee recommends identifying your payment method first, then following the exact steps for that specific platform.
Cancelling if you subscribed through apple app store
If you downloaded Astrill via the Apple App Store on your iPhone or iPad, you manage your subscription through your Apple ID account, not directly with Astrill.
- Open the Settings app on your Apple device
- Locate the grey gear icon on your home screen
- Tap your name at the top of the Settings menu
- This displays your Apple ID profile
- Select "Subscriptions" from the menu
- This shows all active App Store subscriptions linked to your Apple ID
- Find and tap "Astrill VPN" in the subscription list
- If you do not see Astrill, confirm you are signed in with the correct Apple ID
- Tap "Cancel Subscription" and confirm your cancellation
- Apple will prompt you to confirm the action
- You will receive an email confirmation from Apple
- Your subscription ends at the conclusion of your current billing cycle
Apple allows you to request a refund for the current billing period within 14 days of your purchase. Submit your refund request through the same Settings menu by tapping the subscription, scrolling to "Report a Problem," and selecting your reason. Under the Consumer Guarantees Act, Apple's 14-day window aligns with New Zealand consumer expectations for service faults.
Cancelling if you subscribed through google play
If you downloaded Astrill via Google Play on an Android device, Google manages your subscription billing and cancellation independently of Astrill.
- Open the Google Play app on your Android device
- Tap the profile icon in the top right corner
- Select "Payments and subscriptions" from the menu
- This displays all active subscriptions on your Google Account
- Tap "Subscriptions" to view your active services
- You will see each subscription with its billing date
- Find and tap "Astrill VPN" in the list
- This opens the subscription details page
- Tap "Cancel subscription" and confirm your cancellation
- Google will prompt you to confirm and may offer a retention discount
- You will receive an email confirmation from Google
- Your access ends at the conclusion of your current billing period
Google Play refunds are typically available within 48 hours of purchase if you cancel immediately after buying. If you discover service faults beyond this window, contact Google Play support directly with evidence of the fault. Google honours New Zealand's Consumer Guarantees Act and will assess refund requests based on service quality.
Cancelling if you paid Astrill directly
If you subscribed directly through astrill.com using a credit card, debit card, or PayPal, you must cancel through your Astrill account dashboard.
- Visit astrill.com and log in to your account
- Use the email address and password you registered with
- Navigate to your account settings or billing section
- Look for "My Account," "Subscriptions," or "Billing" in the dashboard menu
- Locate your active subscription and select "Cancel" or "Downgrade"
- Some accounts show a "Manage Subscription" option
- Confirm the cancellation when prompted
- Astrill may display retention offers or extended trial periods-you can decline these
- Request written confirmation of cancellation
- Email Astrill's support team at [email protected] to confirm your cancellation was processed
Direct subscriptions to Astrill are more complex because Astrill's own refund policy is restrictive. However, Yafee advises documenting all communication with Astrill. Keep records of your cancellation request and any response from their support team. If Astrill refuses a refund and you believe the service was faulty, escalate your complaint to the Commerce Commission with supporting evidence.
Astrill pricing and billing in new zealand
Understanding Astrill's pricing structure helps you calculate what you may be entitled to recover.
| Subscription tier | Monthly cost (NZD) | Annual cost (NZD) | Commitment |
|---|---|---|---|
| Basic monthly | $15.99 | N/A | Month-to-month, auto-renews |
| Annual plan | $8.99 (divided) | $107.88 | 12-month commitment, auto-renews yearly |
| Billed monthly (ongoing) | $15.99 | N/A | Flexible cancellation, billed on 1st of month |
| PayPal subscription | Variable | Variable | Billed through PayPal account, auto-renews |
| Promotional discount (if applicable) | Varies | Varies | First month discounted, then standard rate |
| App Store subscription | $15.99 | Variable | Apple manages billing and renewal |
Astrill bills in New Zealand dollars if you are located in New Zealand, though currency conversion may apply depending on your payment method. Check your credit card or bank statement to confirm the exact amount you were charged.
How to request a refund from Astrill
If you cancel within the first billing period or discover a legitimate service fault, you may be eligible for a refund under the Consumer Guarantees Act.
Step one: document the service failure
Before contacting Astrill, gather evidence proving the service did not meet acceptable standards. Record the dates, times, and nature of faults. Screenshot error messages, connection logs, or speed test results showing significantly reduced performance. Note which servers you attempted to use and in which countries. Save all documentation in a single folder so you can attach it to your refund request.
Step two: contact astrill's support team
Email Astrill at [email protected] with a clear subject line such as "Refund Request-Service Quality Issue" or "Cancellation and Refund Request." In your email, explain why you are cancelling (service fault, unmet expectations, or other reason), reference your order number, and attach your evidence of the fault. Keep your tone professional and factual-avoid emotional language. Request a response within 7 days.
Step three: reference the consumer guarantees act
In your email to Astrill, explicitly mention that you are exercising your rights under New Zealand's Consumer Guarantees Act 1993. State that the service has failed to meet acceptable quality standards as required by law. Astrill may be more responsive when they understand you are aware of your legal rights. Request either a full refund or a pro-rata refund for the unused portion of your subscription.
Step four: escalate if Astrill refuses
If Astrill does not respond within 14 days, or if they refuse your refund request without valid reasoning, escalate your complaint to the Commerce Commission. Visit www.comcom.govt.nz and submit a consumer complaint. The Commerce Commission is New Zealand's statutory authority for enforcing consumer law and can pressure Astrill to comply with your rights. Provide all documentation, your email correspondence with Astrill, and a clear explanation of why you believe the service failed to meet acceptable standards.
Yafee recommends retaining all email correspondence and payment receipts throughout this process. These records are essential if your complaint reaches the Commerce Commission.
What happens after you cancel Astrill
Once you cancel, your access expires at the end of your current billing period. You do not lose service immediately upon cancellation.
Your account and data after cancellation
After your billing cycle ends, Astrill typically deactivates your login credentials and you can no longer access the VPN service. Astrill's privacy policy states they delete most personal data 30 days after account termination, though some records may be retained for legal compliance. If you have sensitive information in your Astrill account, log in before your final billing date expires and remove or export any stored configurations or notes.
Confirming your cancellation took effect
On the day your subscription expires, attempt to log into Astrill. If you receive an error message or access is denied, your cancellation was successful. If you can still log in, immediately contact Astrill support at [email protected] to confirm that your subscription has ended. Request written confirmation of the cancellation date.
Checking for unexpected charges
After your subscription expires, monitor your credit card or bank statement for the next 60 days. Watch for any charges labelled "Astrill," "astrill.com," or similar terms. If you are charged after your confirmed cancellation date, dispute the transaction immediately with your bank. Under New Zealand's Commerce Act, unauthorized billing after cancellation is a breach of consumer law, and your bank can reverse the charge and potentially refund you without requiring Astrill's consent.
Common mistakes when cancelling Astrill
Cancelling a subscription can feel straightforward, but several traps often trap New Zealand consumers. Stay vigilant and avoid these costly oversights.
Mistake one: confusing the app with the account
Deleting the Astrill app from your device does not cancel your subscription. Many users believe that uninstalling the app is sufficient to stop billing. It is not. You must cancel your subscription through the payment platform (Apple, Google, or Astrill directly) before deleting the app. Check your active subscriptions one final time after deletion to confirm cancellation is active.
Mistake two: missing the refund window
Apple App Store and Google Play both enforce tight refund windows-typically 14 to 48 hours from purchase. If you wait weeks to request a refund, you will likely be denied. As soon as you decide Astrill is not for you, initiate the refund request immediately. Yafee advises requesting a refund before you cancel the subscription, as cancellation and refund requests are separate actions on both platforms.
Mistake three: not requesting written confirmation
If you cancel through Astrill's website, Astrill may not send a cancellation confirmation email automatically. Request written confirmation from [email protected]. Without proof of cancellation, you may struggle to dispute unexpected charges later. Keep all confirmation emails for at least 12 months after cancellation.
Mistake four: ignoring retention offers
When you cancel, Astrill (or Apple/Google on Astrill's behalf) may display a retention offer: a discount, free month, or service upgrade designed to keep you. Do not be swayed by these offers unless you genuinely want to continue. If you are cancelling due to cost, a discount may seem attractive-but only accept it if the new price is acceptable long-term. If you accept a retention offer by mistake, you can cancel again immediately after.
Mistake five: paying via PayPal without understanding PayPal's refund rules
PayPal maintains independent refund policies separate from Astrill's. If you paid via PayPal, you can request a refund directly through your PayPal account. Log into PayPal, navigate to "Resolution Center," and file a dispute for "Unauthorized Payment" or "Item Not as Described." PayPal typically sides with consumers on service quality disputes, and you may recover your full payment even if Astrill refuses.
Comparison: when to cancel versus when to keep Astrill
Before you cancel, assess whether Astrill truly fails to meet your needs or whether a simple adjustment could resolve the issue.
| Reason to cancel | Reason to keep (or adjust settings) | Better solution |
|---|---|---|
| Consistent connection drops | You have not tried different server locations | Switch to a different server region before cancelling; contact support for technical troubleshooting |
| Too expensive | You use the VPN only occasionally | Downgrade to a monthly plan instead of annual; pause the subscription temporarily |
| Service blocked by websites | You have not enabled Astrill's IP rotation feature | Upgrade to dedicated IP servers; test the "Stealth" VPN mode to bypass blocks |
| Slow speeds | You are using a free or low-priority server | Upgrade to VIP servers; check your local internet speed without the VPN first |
| No longer need it | You occasionally need regional access | Switch to a pay-as-you-go provider or a cheaper tier; pause billing temporarily |
| Better competitor offers the same features | Astrill meets your core needs | Cancel and migrate; Yafee can guide the process for any VPN provider |
If the service itself is faulty-such as constant disconnections despite troubleshooting or throttled speeds that contradict Astrill's "unlimited bandwidth" claim-you have grounds for a refund under the Consumer Guarantees Act. Cancel and pursue reimbursement.
How yafee can help you cancel Astrill
Navigating subscription cancellations, refund requests, and consumer rights can be complex, especially when dealing with overseas-based companies like Astrill. Yafee specializes in helping New Zealand consumers exit subscriptions cleanly and recover money they are entitled to under the Consumer Guarantees Act.
Yafee's team reviews your Astrill contract, your cancellation correspondence, and any service failure evidence. If Astrill refuses your refund, Yafee drafts escalation letters that reference your legal rights under the Consumer Guarantees Act and New Zealand's Commerce Act. Yafee also prepares complaint submissions to the Commerce Commission if needed, increasing your chances of success significantly.
Visit yafee.com to describe your Astrill cancellation or refund issue. Yafee has helped thousands of consumers cancel unwanted subscriptions, recover unauthorized charges, and enforce their consumer rights. Many of these cancellations were resolved within 14 to 30 days of Yafee's involvement because Yafee's correspondence makes the legal position clear to the service provider.
Contact information for Astrill
Astrill does not list a New Zealand office or postal address. The company's registered office is located in Seychelles, which is why all cancellations and complaints must be routed through digital channels.
Astrill's contact details
- Email (support): [email protected]
- Email (billing): [email protected]
- Website: astrill.com
- Registered office: Seychelles (no New Zealand presence)
- Phone: Astrill does not provide a phone number for customer support
When you contact Astrill, always send emails to the support address with a clear subject line and attach all relevant documentation. Request a response within 7 days and retain all correspondence. If Astrill does not respond or refuses your cancellation request unreasonably, escalate to the Commerce Commission at www.comcom.govt.nz. The Commerce Commission can investigate breaches of the Consumer Guarantees Act and force Astrill to comply with New Zealand consumer law, even though the company operates offshore.
Your next steps: cancel and recover
Cancelling Astrill is achievable within minutes if you follow the platform-specific steps above. Whether you cancel through Apple, Google, or Astrill's website, your subscription ends at the conclusion of your current billing period. You then have 14 to 48 days (depending on your payment method) to request a refund if you discover the service was faulty or did not match its description.
Document all faults, retain all payment receipts, and do not hesitate to reference the Consumer Guarantees Act when communicating with Astrill. If the company refuses to refund you, escalate to the Commerce Commission-it is your right as a New Zealand consumer. Yafee has helped thousands of consumers cancel subscriptions and recover refunds by making their legal position clear and professional. Visit yafee.com today, describe your situation, and let Yafee guide you through the process with confidence and legal authority on your side.