How to cancel Candy AI and claim your refund in new zealand

What is Candy AI and why you might want to cancel

Candy AI is a conversational artificial intelligence platform that offers chat interactions, image generation, voice calling, and other AI-powered features through monthly, quarterly, and annual subscription plans billed in USD. Your bank or payment provider converts each charge to NZD at their current exchange rate, which means your actual cost in New Zealand dollars varies with currency movement.

You may decide to cancel for legitimate reasons: unexpected charges appearing on your statement, reduced usage of the platform, privacy concerns about data handling, or simply wanting to switch to a competitor. Whatever your motivation, Yafee is here to guide you through the cancellation process and ensure you understand your full consumer rights under New Zealand law.

Who operates Candy AI

Candy AI is operated by entities registered in multiple jurisdictions. EverAI Limited is registered in Malta, while CANDY AI LIMITED is registered in the United Kingdom. Understanding the operator matters because it determines which consumer protection laws apply to your account and where you can escalate a complaint if the company refuses to process your cancellation or refund.

Why cancelling matters

Candy AI subscriptions renew automatically at the end of each billing cycle unless you actively cancel beforehand. If you do not take action, your payment method will be charged for the next period without additional warnings or reminders. Early cancellation prevents unwanted charges and protects your bank account from recurring deductions.

Understanding Candy AI pricing and subscription plans

Candy AI offers multiple subscription tiers at different price points, plus optional one-time token purchases for additional features.

Subscription plans and monthly costs

How token purchases work separately from your subscription

Beyond your subscription, Candy AI allows you to purchase tokens as a standalone, one-time transaction. Tokens fund additional custom AI character interactions, high-resolution image generation, and extended voice calling sessions. These token purchases do not auto-renew and do not create a separate subscription, but they are independent of your main subscription cancellation. If you have unused tokens when you cancel, contact Candy AI's support team to discuss any potential recovery of that balance.

Your consumer rights under new zealand law

When you cancel a subscription in New Zealand, you have legal protections under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Your legal position

Under the Consumer Guarantees Act 1993, you have the right to cancel a service contract within a reasonable timeframe if the service fails to meet acceptable standards or if the terms are unclear. The Fair Trading Act 1986 prohibits misleading or deceptive conduct about automatic renewal terms. Candy AI must clearly disclose its auto-renewal policy at the point of purchase and provide you with an easy, immediate cancellation method. If Candy AI refuses to cancel your subscription or process a refund after you have submitted a valid cancellation request, you can escalate your complaint to the Commerce Commission (Te Komihana Tauhokohoko), New Zealand's main consumer protection authority.

Refund eligibility under new zealand consumer law

You are entitled to a refund if you cancel before your next billing date. The Consumer Guarantees Act does not mandate refunds for subscriptions you have already used, but if Candy AI fails to deliver the service as described, or if you cancel within a cooling-off period, you may have grounds for a partial or full refund. If you cancel mid-cycle (for example, 10 days into a 30-day month), Candy AI may apply a pro-rata calculation, crediting you for the unused portion. Document your cancellation request and any refund terms offered; Yafee recommends saving confirmation emails as proof.

How to cancel Candy AI on the web

The quickest and most reliable way to cancel your Candy AI subscription is through your account settings on the web platform.

Step 1: sign in to your Candy AI account

Open your web browser and navigate to the official Candy AI website. Enter your email address and password to log in. If you have forgotten your password, use the "Forgot Password" link on the login page to reset it before proceeding.

Step 2: navigate to your account settings

Once you are logged in, look for a menu icon (often three horizontal lines) or your profile avatar in the top-right corner of the screen. Click on this icon to reveal a dropdown menu. Select "Account Settings," "Profile," or "My Account" depending on the current interface layout.

Step 3: locate your subscription and billing section

Inside your account settings, find the section labeled "Subscription," "Billing," "Payment Methods," or "My Subscription." Some versions of the platform may label this as "Manage Subscription" or "Subscription Management." Click on this section to view your active subscription details.

Step 4: select the cancel or end subscription option

Look for a button or link that says "Cancel Subscription," "End Subscription," "Cancel Plan," or "Downgrade." Click on this option. Candy AI may ask you to provide feedback about why you are cancelling (this is optional, and you can skip it). The platform may also offer you a discounted rate to retain your subscription; you are under no obligation to accept this offer.

Step 5: confirm your cancellation

Review the cancellation summary, which should show your subscription end date and any refund or credit balance. Click the final confirmation button to complete the cancellation. You will receive an on-screen confirmation message and a confirmation email sent to your registered email address.

Step 6: save your proof of cancellation

Download or screenshot the confirmation page and save the confirmation email in a dedicated folder. This documentation proves you cancelled on a specific date and protects you if Candy AI attempts to charge you after cancellation or if you need to file a complaint with the Commerce Commission.

What happens immediately after you cancel

Understanding the post-cancellation timeline protects you from unexpected charges and clarifies what access you retain.

Access and service continuity after cancellation

When you cancel, your subscription typically ends at the conclusion of your current billing period, not immediately. For example, if you cancel on the 10th of the month and your billing date is the 15th, you retain full access to Candy AI's features until the 15th. After that date, your account reverts to a free or limited tier (if available), and you lose access to premium features. Check your confirmation email for the exact end date of your access.

Refund and credit processing timeline

If you cancel mid-cycle and are eligible for a pro-rata refund, Candy AI will calculate your refund amount based on the number of unused days. This refund is typically issued back to your original payment method within 5 to 10 business days. In New Zealand, banks and credit card processors must credit your account by the next working day after receiving the refund instruction, but Candy AI's processing time may take up to 10 days. Monitor your bank statement and contact your bank if the refund does not appear within this timeframe.

How to request a refund from Candy AI

If you believe you are entitled to a refund beyond the standard cancellation process, you must contact Candy AI's support team directly.

Submit a refund request via email

Email Candy AI's support team at their provided support address (check your confirmation email or the website's contact page). In your email, include the following information: your registered email address, your subscription plan type, your cancellation date, the reason for your refund request, and any relevant transaction IDs or invoice numbers. Yafee recommends using clear, professional language and keeping your message concise so the support team can process your request quickly.

Reference the consumer guarantees act in your refund claim

If Candy AI denies your refund request, you can escalate by citing the Consumer Guarantees Act 1993. Write to Candy AI (or their UK registered entity address) and state that you are requesting a refund under your consumer rights because the service did not meet acceptable standards or was not delivered as described. Include copies of your cancellation confirmation and any evidence of service failures. Yafee advises sending this follow-up letter via registered mail so you have proof of delivery.

Escalating a complaint if Candy AI refuses to cancel or refund

If Candy AI does not respond to your cancellation or refund request within 20 working days, you have the right to escalate your complaint.

File a complaint with the commerce commission

Contact the Commerce Commission (Te Komihana Tauhokohoko) at www.comcom.govt.nz or by phone on 0800 943 600. Provide them with copies of your cancellation request, confirmation emails, and any correspondence with Candy AI. The Commerce Commission can investigate whether Candy AI violated the Fair Trading Act 1986 or the Consumer Guarantees Act 1993. They have the power to issue enforcement orders and recover refunds on your behalf.

Consider engaging a dispute resolution service

Many payment processors (such as Visa, Mastercard, or PayPal) offer dispute resolution or chargeback services. If Yafee recommends this approach only after direct negotiation with Candy AI has failed, you can request your bank to initiate a chargeback against unauthorized or fraudulent charges. Document every step of your cancellation attempt before using this option, as banks require evidence that you made a good-faith effort to resolve the issue directly.

Common mistakes to avoid when cancelling

Cancellation is straightforward if you follow the correct process, but several common errors can delay your cancellation or leave you vulnerable to future charges.

Mistake 1: relying on email requests without confirmation

Sending an email to Candy AI's support address requesting cancellation is weaker evidence than cancelling through your account dashboard. Support teams can claim they never received your email, or delays in processing leave you at risk of a renewal charge. Always cancel via the web platform first, then use email only for refund disputes or escalation. Yafee emphasises this because email alone does not provide the same legal proof as an in-app cancellation confirmation.

Mistake 2: not checking your cancellation date

Your subscription ends on a specific date; if you cancel on the 1st but your billing date is the 25th, you remain charged until the 25th. Review your confirmation email carefully and mark your calendar. Set a reminder three days before that date to verify the charge does not appear.

Mistake 3: forgetting about one-time token purchases

Cancelling your subscription does not refund unused tokens you purchased separately. If you have a large token balance, contact support before cancelling to discuss whether you can transfer tokens to another account or receive a credit.

Mistake 4: deleting confirmation emails immediately

Keep all cancellation and refund confirmation emails for at least 12 months. If a dispute arises, your email is your primary evidence of the cancellation date and terms.

Comparing cancellation methods and timeline

Different cancellation routes have different speed and reliability profiles.

Contacting Candy AI's registered entities

If web cancellation fails or you need to send a formal written request, use the following addresses for Candy AI's registered operators.

CANDY AI LIMITED (United kingdom)

Send cancellation or refund requests to the UK registered entity at the address provided via their Terms of Service or contact page. Verify the current address before sending because registered office locations can change. Yafee recommends sending correspondence via registered mail with a return receipt so you have proof the company received your request. Include your full name, registered email address, subscription plan, and the date you wish to cancel.

EverAI limited (Malta)

For escalated complaints, you can also contact EverAI Limited in Malta, though the UK entity typically handles customer service and refunds. Use registered postal mail and allow 10-14 business days for a response. Both entities are legally responsible for honouring your cancellation request under New Zealand consumer law.

Checklist before and after cancellation

Use this checklist to ensure you have completed every step correctly and protected your rights.

Why yafee is here to support your cancellation

Cancelling a subscription should be simple, but companies often hide cancellation options or delay processing refunds in the hope you will give up. Yafee has helped thousands of consumers cancel unwanted subscriptions, understand their legal rights, and recover refunds under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Our contract law specialists have guided New Zealand users through disputes with international SaaS providers and know exactly what evidence you need to succeed. Whether you are cancelling Candy AI because of unexpected charges, privacy concerns, or simply no longer using the service, Yafee ensures you know your rights and have a clear path forward. Your cancellation confirmation is just the beginning; Yafee supports you through refund claims and escalation if needed.