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Frequently asked questions
Cancel Dext: Step-by-Step Guide
How to cancel Dext in new zealand and claim your refund under consumer law
What Dext is and how your subscription works
Dext is a cloud-based bookkeeping and receipt capture platform that automates invoice and expense data entry for your business. The service integrates with accounting software such as Xero to reduce manual reconciliation work. You may have subscribed through the Dext website directly, the iOS App Store, or via the Xero App Store. Each channel has different billing mechanics, renewal triggers, and cancellation processes. Your subscription method determines whether you cancel directly with Dext or through Apple, Google, or Xero instead.
Pricing and plans available in new zealand
Dext offers multiple tiers depending on your purchase channel and billing cycle. Below is the current pricing in New Zealand dollars.
| Plan name | Price (NZD) | Billing period | Best for |
|---|---|---|---|
| Business (iOS App) | $24.49 | Monthly | Solo operators, mobile-only access |
| Business Plus (iOS App) | $46.99 | Monthly | Mobile users needing higher document limits |
| Premium (iOS App) | $92.99 | Monthly | Power users on mobile with high volume |
| Business 5 (Xero App Store) | $40.00 | Monthly | Teams up to 5 users, 250 documents monthly |
| Business 6 (Xero App Store) | $47.50 | Monthly | Teams up to 6 users, 300 documents monthly |
| Business 7 (Xero App Store) | $55.00 | Monthly | Teams up to 7 users, 350 documents monthly |
If you purchased an annual plan through the iOS App Store, you paid a lump sum upfront ranging from $229.99 to $799.99. Annual commitments carry different refund implications than monthly subscriptions, which is why you must verify your billing cycle before you take action.
How your subscription renews automatically
All Dext subscriptions renew automatically on your billing anniversary. If you subscribed on the 15th of the month, your card is charged again on the 15th of the following month. Annual plans renew on the same date each year. Your subscription will continue to renew unless you actively cancel before the next renewal date. Many New Zealand subscribers lose money because they assume cancellation is automatic or because they cancel too late in the cycle. Yafee recommends you cancel at least 5 business days before your next billing date to avoid an unwanted charge.
When you should cancel Dext
Red flags that signal it is time to leave
You should cancel Dext if you find yourself paying for features you do not use, if the service has failed to deliver promised functionality, or if you have found a cheaper alternative that performs better. Cancel immediately if Dext has breached its service terms, charged you incorrectly, or failed to respond to legitimate support requests within a reasonable timeframe.
Material misrepresentation under the Consumer Guarantees Act 1993 (New Zealand) is grounds for a refund beyond Dext's standard policy. If Dext promised integration with your accounting software and that integration has never worked, you may have a legal claim. Similarly, if Dext promised to automate invoice entry but you still find yourself entering data manually, the service is adding friction rather than removing it from your workflow. In that case, the monthly fee is not delivering the benefit you were promised.
When you should keep your subscription
Keep Dext running if you process more than 250 invoices or receipts per month and rely on the speed improvement it delivers. If your accounting workflow has genuinely improved and your team uses the automated data capture consistently, the monthly fee (ranging from $40 to $92.99 depending on your plan) may pay for itself in reduced manual labour. Verify this by tracking how many hours per month you have saved since activation. If the dollar value of your saved time exceeds your subscription cost, the service is delivering return on investment and you should retain it.
Your consumer rights under new zealand law
What the consumer guarantees act 1993 protects you from
The Consumer Guarantees Act 1993 is the primary legal framework protecting you as a consumer in New Zealand. Under this Act, goods and services must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Dext fails to meet any of these guarantees, you have the right to cancel, reject the service, or claim a refund.
If Dext made statements about its functionality (for example, "Automates 95% of invoice entry") and those statements are false or misleading, you may have grounds for a refund under the Fair Trading Act 1986. Misleading conduct includes failing to disclose material limitations, hidden fees, or integration failures that Dext knew about but did not communicate to you upfront.
Your legal position if Dext has underperformed
If you subscribed within the last 12 months and Dext has failed to perform as promised, you hold legal grounds to request a full or partial refund. Your claim does not depend on Dext's standard refund policy. The Consumer Guarantees Act 1993 overrides any terms and conditions that attempt to deny you a remedy for a breach. You do not need to accept a partial refund or store credit if you wish to cancel outright and recover your money.
If Dext disputes your claim, you can escalate to the Commerce Commission (the New Zealand regulator responsible for enforcing consumer protection law). Alternatively, you can pursue a claim through the District Court if the refund amount exceeds $15,000, or through mediation services such as Disputes Resolution Services Limited (DRSL). Yafee recommends you document every instance of Dext's failure - screenshots, dates, times, and the impact on your business - before you contact Dext to request a refund.
How to cancel Dext depending on your subscription channel
Cancel if you subscribed through the Dext website directly
If you subscribed to Dext via dext.com and your invoice was charged to your card or bank account, follow these steps to cancel your account.
- Log in to your Dext account at dext.com using your email and password.
- If you have forgotten your password, select "Forgot password" on the login screen and follow the email reset link.
- Navigate to your account settings or subscription management panel.
- This is typically located in the top right corner under "Account", "Settings", or "Profile".
- Select "Subscription" or "Billing" from the menu.
- You will see your current plan, renewal date, and payment method.
- Locate the option to "Cancel subscription" or "Downgrade plan".
- If you cannot find this option in self-service, proceed to step 5.
- If self-service cancellation is unavailable, contact Dext support by email at the address provided in the contact section of this guide.
- Include your full name, email address, account number (if visible), and the date you wish the cancellation to take effect.
- Request written confirmation of cancellation.
- Verify the cancellation confirmation email arrives within 48 hours.
- This confirmation should state the cancellation date, the reason it was processed, and whether any refund will be issued.
Cancel if you subscribed through the iOS app store
If you subscribed to Dext via the iOS App Store (Apple), you must cancel your subscription through Apple's App Store directly. Dext cannot process this cancellation on their side. Follow these steps on your iPhone, iPad, or Mac.
- Open the App Store app on your iOS device.
- Tap the profile icon in the top right corner of the screen.
- Select "Subscriptions" from the menu.
- You will see all active subscriptions linked to your Apple ID.
- Locate "Dext" in the list of subscriptions.
- Tap on it to view your plan details, renewal date, and billing history.
- Tap "Cancel subscription" or "Edit" (depending on your iOS version).
- A confirmation screen will appear asking you to confirm the cancellation.
- Confirm the cancellation by tapping "Confirm" or "Cancel subscription again".
- Apple will issue a confirmation message on screen and via email within minutes.
- Check your email for an Apple subscription cancellation receipt.
- Save this receipt as proof of cancellation.
- Verify that the Dext app is no longer active by attempting to open it.
- You should see a message stating your subscription has expired or you should be prompted to resubscribe.
Cancel if you subscribed through the xero app store
If you subscribed to Dext via the Xero App Store (also called Xero Marketplace), your subscription is managed within your Xero account. Follow these steps to cancel.
- Log in to your Xero account at xero.com.
- Use your Xero email and password.
- Navigate to "Settings" in the left sidebar menu.
- Scroll down and select "Manage add-ons" or "Subscription management".
- Locate "Dext" in your active add-ons list.
- You will see your current plan, renewal date, and cost per month.
- Select "Unsubscribe", "Remove", or "Cancel" next to the Dext entry.
- A confirmation window will appear asking you to confirm the cancellation and optionally request feedback on why you are leaving.
- Confirm the cancellation.
- Xero will process the cancellation and Dext will be uninstalled from your account.
- Check your email for a cancellation confirmation from Xero.
- This email should confirm that the Dext add-on has been removed and when your access will expire.
Refunds and what you can claim under new zealand consumer law
What dext's refund policy allows
Dext typically does not offer refunds for subscription fees once the billing cycle has commenced, in accordance with their standard terms and conditions. However, this policy does not override your statutory rights under the Consumer Guarantees Act 1993. If you cancel mid-cycle, Dext may charge you until the end of your current billing period. Annual subscriptions may carry a cancellation fee or early termination charge depending on your contract terms.
If Dext offered a free trial period and charged you without explicit consent, you have grounds for a full refund regardless of their standard policy. Similarly, if Dext failed to deliver promised features during your subscription period, you can claim a partial refund for the period during which the service was not fit for purpose.
How to claim a refund under the consumer guarantees act 1993
Your legal right to a refund exists independently of Dext's cancellation policy. Yafee recommends you follow this process to claim a refund if the service has underperformed or been misrepresented to you.
- Gather evidence of Dext's failure or misrepresentation.
- Take screenshots of promised features that do not work.
- Document the dates and times of service outages or integration failures.
- Save marketing materials or sales emails that made claims Dext did not deliver on.
- Record the financial impact on your business (hours lost to manual work, missed invoices, etc.).
- Send a written cancellation and refund request to Dext by email.
- State clearly that you are cancelling your subscription effective immediately.
- Explain why the service failed to meet the Consumer Guarantees Act 1993 standard of acceptable quality or fitness for purpose.
- Specify the refund amount you are claiming and the period it covers.
- Request a response within 10 business days.
- If Dext refuses or does not respond within 10 business days, escalate to the Commerce Commission.
- Visit comcom.govt.nz and lodge a formal complaint with full supporting documentation.
- The Commerce Commission will investigate and may take enforcement action if a breach is found.
- If the refund amount exceeds $15,000 or you wish to pursue damages, you can file a claim with the District Court.
- Contact your local District Court registry for guidance on filing procedures and costs.
Partial refunds for pro-rata cancellations
If you cancel mid-cycle and Dext charges you through the end of your billing period, you are entitled to a pro-rata refund for the unused portion of your subscription. This right exists under common law principles of unjust enrichment, independent of Dext's policy. Calculate the refund as follows: (days remaining in cycle / total days in cycle) × monthly fee. If Dext refuses to honour this calculation, the Commerce Commission will enforce it.
Common mistakes when cancelling Dext
Mistakes that cost new zealand customers money
Cancelling through the wrong channel is the most common error. If you subscribed via the iOS App Store but attempt to cancel via the Dext website, your subscription will not be terminated. Your card will continue to be charged monthly by Apple until you cancel through the App Store itself. Many customers do not realise they have cancelled in the wrong place until they see another charge on their statement.
Cancelling too late in the billing cycle is a second frequent mistake. If you cancel on the 28th of the month but your renewal date is the 1st of the next month, you will be charged again before your cancellation takes effect. Always cancel at least 5 business days before your renewal date to avoid a duplicate charge. Yafee recommends you set a calendar reminder 10 days before your renewal date as a safety measure.
Failing to obtain written confirmation of cancellation is a third critical error. If you cancel via chat or phone and do not receive a confirmation email, you have no proof that you requested cancellation. If Dext later claims you did not cancel and charges you again, you will have difficulty disputing the charge without documentation. Always request and retain written confirmation.
Deleting the Dext app from your phone does not cancel your subscription. The subscription remains active on Apple, Google, or Xero's servers and will continue to renew automatically. You must follow the cancellation steps outlined above even if you have uninstalled the app. Yafee has assisted thousands of New Zealand customers recover money lost to this misconception.
What happens after you cancel Dext
Your access and data after cancellation
Once your cancellation is processed, your access to Dext will expire on your next renewal date (or immediately, depending on whether you are mid-cycle). Your data remains in Dext's system for 30 days after cancellation as standard. During this period, you can re-activate your subscription if you change your mind. After 30 days, Dext will delete your data. If you wish to retain your data, export all receipts, invoices, and historical records before your cancellation date takes effect. Dext typically allows data export via your account settings or upon request to support.
Verifying your cancellation is complete
After cancellation, verify that no further charges appear on your bank statement or credit card in the following billing cycle. Check your statement 3 to 5 business days after your renewal date would have occurred. If an unexpected charge appears, contact Dext immediately with your cancellation confirmation email and request a reversal. If Dext refuses to refund an unauthorized charge, contact your bank and request a chargeback under Dext's failure to honour a cancellation request.
Where to contact Dext and escalation paths
Dext contact address and support channels
Dext does not maintain a published New Zealand postal address. The company's UK-based corporate address is the designated destination for cancellations sent by post. You should contact Dext via their support email channel first, as this leaves a documented record of your request.
Send written cancellation requests and refund claims to Dext's support team via email. Request a response within 10 business days. If Dext does not respond or refuses your claim, escalate to the Commerce Commission by lodging a formal complaint at comcom.govt.nz. The Commerce Commission enforces the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 in New Zealand and will investigate if Dext has breached consumer protections.
Escalation to the commerce commission
If Dext refuses your refund request or fails to respond within a reasonable timeframe, you may lodge a complaint with the Commerce Commission. Visit comcom.govt.nz and select "Make a complaint". Provide your account details, copies of all correspondence with Dext, evidence of the service failure, and your refund claim. The Commerce Commission will assess whether Dext has breached the Consumer Guarantees Act 1993 or engaged in misleading conduct under the Fair Trading Act 1986. If a breach is found, the Commission may require Dext to issue a refund and may impose penalties.
Comparison table: Dext vs alternative solutions
If you are considering cancelling Dext, compare it against similar expense management and bookkeeping automation platforms available in New Zealand.
| Platform | Monthly cost (NZD) | Key features | Best for |
|---|---|---|---|
| Dext | $40-$92.99 | Receipt capture, invoice automation, Xero integration | Xero users wanting mobile receipt scanning |
| Expense8 | $15-$50 | Expense tracking, receipt scanning, multi-currency support | Small business and sole traders, budget-conscious |
| Zoho Expense | Free-$25 | Expense claims, receipt capture, approval workflows | Businesses with multiple employees submitting expenses |
| HubDoc (acquired by Xero) | Included in Xero | Receipt and invoice capture, document management | Xero subscribers wanting integrated document automation |
| Expensify | Free-$12 per user | Receipt scanning, policy enforcement, Xero integration | Teams of any size, including remote workers |
| Wave | Free-$20 | Invoicing, receipt tracking, financial reporting | Solo traders and micro-businesses, cost-conscious |
Consider moving to HubDoc (which is now bundled with Xero subscriptions at no additional cost) if your primary reason for cancelling Dext is cost. Wave is ideal if you want a fully free alternative for expense tracking and invoicing. Yafee recommends you test any alternative for 14 days before you cancel Dext, so you can verify that the new platform integrates with your accounting software and actually reduces your manual workload.
Checklist: steps to cancel Dext successfully
Use this checklist to ensure you cancel Dext without losing money or missing crucial deadlines.
| Step | Action | Deadline |
|---|---|---|
| 1 | Identify your subscription channel (Dext website, iOS App Store, or Xero App Store) | Today |
| 2 | Locate your next renewal date in your subscription settings | Today |
| 3 | Export all data (receipts, invoices, records) from your Dext account | Before renewal date |
| 4 | Cancel through the correct channel using the steps above | 5+ days before renewal |
| 5 | Obtain and save written cancellation confirmation | Within 48 hours |
| 6 | Check your bank statement to verify no charge appears after renewal date | 5 days after renewal date |
| 7 | If charged after cancellation, request refund and escalate to Commerce Commission if needed | Immediately |
Summary and next steps
Cancelling Dext in New Zealand is straightforward once you identify your subscription channel. Whether you subscribed via the Dext website, iOS App Store, or Xero App Store, you now understand the cancellation process, your legal rights under the Consumer Guarantees Act 1993, and how to claim a refund if Dext has underperformed. Your statutory rights override Dext's standard refund policy if the service breached consumer protections or was misrepresented to you. If Dext refuses your refund request, the Commerce Commission will enforce your rights at no cost to you.
Yafee has guided New Zealand consumers through thousands of subscription cancellations, including disputes with software companies like Dext that attempt to deny refunds despite service failures. By following the steps outlined in this guide, documenting everything, and escalating to the Commerce Commission if necessary, you protect yourself and ensure that you recover money you should never have been charged in the first place. Visit yafee.com today to explore your specific situation and receive tailored guidance on cancellation and refund claims.