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Frequently asked questions
Cancel Elevenlabs: The Right Way
How to cancel Elevenlabs and protect your credits in new zealand
What Elevenlabs is and why you might want to cancel
Elevenlabs is a text-to-speech and voice AI platform that generates high-quality synthetic speech for content creators, accessibility needs, and professional applications. You access the service through the web platform or via the ElevenReader app on iOS and Android, each with separate pricing tiers and billing systems.
Whether you're cancelling because you've finished a project, found a cheaper alternative, or simply no longer need synthetic voices, understanding your cancellation options now saves you from unexpected charges and lost credits later. Yafee specialises in helping New Zealand consumers navigate subscription cancellations with precision, so you remain in control of your account and billing.
Where Elevenlabs fits in your workflow
Many New Zealand users rely on Elevenlabs for podcast production, video voiceovers, accessibility features for documents, and assistive technology applications. The platform stores your generated audio and voice models within your account, which is why knowing what happens to your data after cancellation matters.
Why cancellation timing and method matter
Elevenlabs operates three different billing systems: web subscriptions via Stripe, iOS in-app purchases through Apple, and Android subscriptions via Google Play. Cancelling through the wrong channel means your subscription continues charging, and your unused credits vanish when your billing cycle ends. Yafee guides you through the exact cancellation method for your account type, avoiding costly mistakes.
Elevenlabs pricing in new zealand and your subscription options
Your subscription cost depends on whether you purchased through the web platform (priced in USD) or the App Store (priced in NZD).
| Plan | Price (NZD) | Billing period | What you get |
|---|---|---|---|
| ElevenReader Plus (App Store) | NZ$20.00 | Monthly | Standard voice generation and app features |
| ElevenReader Ultra (App Store) | NZ$39.00 | Monthly | Premium voices and higher monthly credits |
| ElevenReader Plus Annual (App Store) | NZ$179.00 | Annual | Discounted annual rate for Plus features |
| Web platform (Standard) | USD equivalent | Monthly or annual | Full voice library and API access |
| Web platform (Professional) | USD equivalent | Monthly or annual | Higher character limits and priority support |
| Free tier | Free | Ongoing | Limited monthly characters for testing |
If you're on an annual plan, you've paid a larger upfront sum and may be eligible for a refund if you cancel within 14 days under New Zealand's Consumer Guarantees Act 1993. If you're on a monthly plan, cancelling at any point stops future charges but forfeits any unused credits you've accumulated.
Should you cancel Elevenlabs or switch plans instead
Before you cancel entirely, consider whether downgrading to a lower tier or the free plan better serves your needs.
Reasons to cancel Elevenlabs
- You've completed the project that required synthetic voice generation.
- You found a competitor platform that better suits your workflow or budget.
- You're no longer using the service and want to stop monthly charges.
- You want to recover unused credits or dispute unexpected charges.
- The service does not meet the quality or performance standards you reasonably expected.
Reasons to keep Elevenlabs or downgrade instead
- You use Elevenlabs occasionally and the free tier covers your needs.
- You're under a long-term contract and prefer to pause rather than cancel.
- Switching platforms means re-learning a new interface and losing saved voice models.
- You may need the service again within the next 12 months.
Yafee recommends reviewing your cancellation reason carefully: if cost is the issue, downgrading to the free tier preserves your account and voice library without ongoing charges.
How to cancel Elevenlabs on the web platform
If you signed up through elevenlabs.io and pay via Stripe in USD, follow these exact steps to cancel your subscription immediately.
Step 1: log in to your Elevenlabs account
- Open your web browser and navigate to elevenlabs.io.
- Log in with your email address and password.
- If you've forgotten your password, click "Forgot password?" and reset it before proceeding.
Step 2: access your account settings
- Click on your account avatar or profile icon in the top-right corner of the dashboard.
- Select "Account" from the dropdown menu.
- You should see a section labelled "Subscription" or "Billing".
Step 3: navigate to subscription management
- Click "Manage subscription" or "View subscription details".
- Look for the button labelled "Cancel subscription" or "End subscription".
Step 4: confirm your cancellation
- Click the cancellation button.
- Elevenlabs may display a confirmation screen asking you to confirm or offering a discounted renewal rate.
- Do not accept a discount unless you genuinely wish to continue the service.
- Click "Confirm cancellation" or "Yes, cancel my subscription" to complete the action.
- You will receive a confirmation email to the address associated with your account within minutes.
Step 5: verify your cancellation in your email
- Check your email inbox for a cancellation confirmation from Elevenlabs or Stripe.
- The confirmation email should state your cancellation effective date and any remaining account credits.
- Save this email as proof of cancellation for your records.
How to cancel Elevenlabs on iOS (Apple app store)
If you subscribed through the Apple App Store and pay in NZD, you must cancel via your Apple ID settings, not through the Elevenlabs app itself.
Step 1: open the apple app store app
- On your iPhone or iPad, open the App Store app.
- Tap the profile icon in the top-right corner (usually your photo or initials).
Step 2: navigate to your subscriptions
- Tap "Subscriptions".
- You will see a list of all active subscriptions on your Apple ID.
Step 3: select the ElevenReader subscription
- Find "ElevenReader Plus" or "ElevenReader Ultra" in the list.
- Tap on it to view subscription details.
Step 4: cancel the subscription
- Tap "Cancel Subscription" or "Remove".
- Apple will ask you to confirm the cancellation and may offer retention discounts.
- Ignore retention offers unless you wish to keep the service.
- Tap "Confirm" to complete the cancellation.
Step 5: receive your cancellation confirmation
- Apple sends a confirmation email to the address associated with your Apple ID.
- Your ElevenReader subscription access ends at the next billing date.
- You retain access to any downloaded content until the end of your current billing period.
How to cancel Elevenlabs on android (Google play)
If you subscribed through Google Play and pay in NZD, cancel directly through your Google Play account settings.
Step 1: open google play store
- On your Android device, open the Google Play Store app.
- Tap your profile icon in the top-right corner.
Step 2: access your subscription list
- Tap "Subscriptions".
- You will see all active subscriptions linked to your Google account.
Step 3: find the ElevenReader subscription
- Locate "ElevenReader" in your active subscriptions list.
- Tap on it to open subscription details.
Step 4: cancel the subscription
- Tap "Cancel subscription".
- Google Play will ask you to confirm and may offer alternative pricing or pause options.
- Select "Cancel subscription" again to proceed without accepting an alternative.
Step 5: confirm cancellation via email
- Google Play sends a cancellation confirmation to your registered email address.
- Your subscription ends on the next scheduled billing date.
- You retain access to purchased content through the current billing period.
Your legal position and consumer rights in new zealand
As a New Zealand consumer, you are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 when you purchase subscriptions to digital services.
What the consumer guarantees act 1993 means for your subscription
The Consumer Guarantees Act 1993 guarantees that any service you purchase must be of acceptable quality, safe, and fit for purpose. In the context of Elevenlabs, this means the platform must function as advertised and deliver the voice generation features you paid for. If Elevenlabs fails to meet these guarantees (for example, if the platform is constantly offline or the text-to-speech quality is materially defective), you may be entitled to a refund, replacement, or repair at no cost to you.
Furthermore, the Act allows you to cancel a subscription within 14 days of purchase if you have not substantially used the service. This "cooling-off period" applies even if Elevenlabs' terms state otherwise. Consequently, if you purchased an annual plan and cancel within 14 days, you are entitled to recover your full payment unless you have already consumed a substantial portion of the service.
Your legal position
You have the right to cancel Elevenlabs at any time by following the steps outlined above. If you cancel a monthly subscription, your access ends on the next billing date and no further charges will be applied. If you cancel an annual plan within 14 days of purchase, you may claim a full or partial refund. If the service has failed to meet its quality standards under the Consumer Guarantees Act 1993, you may pursue a refund or compensation through the Commerce Commission or via small claims in the District Court. In accordance with New Zealand law, Elevenlabs cannot charge you a penalty or "early termination fee" for exercising your cancellation right, regardless of what their terms state.
Dispute resolution and escalation
If Elevenlabs refuses to honour your cancellation request or disputes a refund claim, you can escalate your complaint to the Commerce Commission, which enforces consumer protection law in New Zealand. You may also file a complaint with the New Zealand Disputes Resolution Scheme if the company is a member of an approved scheme. Yafee recommends keeping all cancellation confirmation emails, billing statements, and proof of payment as evidence if a dispute arises.
What happens to your Elevenlabs account after cancellation
Understanding what occurs to your data and access after you cancel prevents unwanted surprises.
Your voice models and generated audio files
After you cancel your subscription, your account is typically deactivated but not immediately deleted. Your voice models and previously generated audio files remain stored in your account for a limited period (usually 30 to 90 days). You retain the right to download and export any audio or voice data you created during your subscription period. Log in to your account during this window to retrieve any files you wish to keep before permanent deletion occurs.
Credits and remaining balance
Any unused credits in your account are forfeited upon cancellation. Credits do not roll over to future renewals and Elevenlabs does not refund unused credits as cash. If you have a substantial balance of unused credits, consider generating additional voice content before you cancel, or contact Elevenlabs support to enquire whether an exception can be made. Nevertheless, do not delay cancellation in the hope of using credits; if the service is not meeting your needs, cancelling promptly is more important than consuming credits.
Future reactivation
You can reactivate your Elevenlabs account at any time by logging in and selecting a new plan. Any previous voice models or files may no longer be available, depending on Elevenlabs' retention policy and how long you have been cancelled. Yafee advises backing up any critical voice models to your device before cancelling if you think you may need them in future.
Refunds and your right to recover unused payments
In accordance with New Zealand consumer law, you are entitled to a refund in specific circumstances.
Refund eligibility within 14 days
If you purchased an annual Elevenlabs subscription and cancel within 14 calendar days of your purchase date, you are entitled to a full refund. This right applies regardless of whether you have used the service. The 14-day period is called the "cooling-off period" and is mandated by the Consumer Guarantees Act 1993. To qualify, you must not have substantially used the service; "substantial use" typically means consuming a large proportion of your included credits or generating numerous voice files.
Refund eligibility after 14 days
After 14 days, you are only entitled to a refund if the service has breached the Consumer Guarantees Act 1993. This occurs if Elevenlabs is not of acceptable quality, does not function as advertised, or is not fit for the purpose you communicated at purchase. If you paid for text-to-speech generation and the platform consistently fails to generate audio or the quality is materially substandard, you can pursue a refund or compensation.
How to request a refund
- Contact Elevenlabs support at the address listed in their terms of service (typically a U.S. mailing address for non-EEA customers).
- Provide your account email, subscription dates, and a clear explanation of why you are entitled to a refund.
- Include proof of purchase (your original email receipt or bank statement showing the charge).
- Submit your request within 30 days of the charge for the fastest response.
- Allow 5 to 10 business days for Elevenlabs to review your claim.
- If Elevenlabs denies your refund and you believe you have a valid claim, escalate to the Commerce Commission or file a small claims action in the District Court.
Refunds for card and payment method issues
If you were charged twice, charged the wrong amount, or your card was charged without authorisation, you can dispute the charge directly with your bank or card issuer. New Zealand banks typically reverse fraudulent or unauthorised charges within 10 business days. Yafee recommends reporting the issue to your bank while simultaneously contacting Elevenlabs to cancel and request a refund; this dual approach ensures you recover your money promptly.
Common mistakes to avoid when cancelling Elevenlabs
Cancellation is straightforward when you know what to watch for; the errors below are easily prevented.
Cancelling on the wrong platform
Many users cancel their web subscription but forget they also have an active iOS or Android subscription, resulting in continued charges. Before you cancel, log into all three platforms (web, Apple, and Google Play) and confirm which one is actually billing you. You can determine the correct platform by checking your bank statement or credit card bill; it will show either Stripe (web), Apple, or Google as the merchant. Cancel only the subscription that is actually charging you.
Assuming your cancellation is complete without confirming it
After you click "Cancel subscription," always verify that you received a confirmation email from Elevenlabs or your payment processor (Stripe, Apple, or Google Play). Do not assume cancellation succeeded simply because the button was clicked. Confirmation emails are your proof of cancellation and are essential if you need to dispute a future charge or claim a refund.
Forgetting to download your voice models before the deletion window closes
After cancellation, Elevenlabs typically retains your account data for 30 to 90 days before deleting it permanently. If you have custom voice models or critical generated audio files, download them immediately after cancelling. If you wait beyond the retention period, you cannot recover those files.
Cancelling without checking the refund eligibility period
If you purchased an annual plan more than 14 days ago, you are not automatically entitled to a refund simply by cancelling. Cancellation itself is free, but refunds are only issued if you meet specific conditions (14-day cooling-off period or service quality failures). Confirm your purchase date and calculate your 14-day window before you cancel, so you know whether a refund claim is viable.
Failing to contact support for billing errors
If you notice you were charged twice, charged an incorrect amount, or charged after you thought you cancelled, contact Elevenlabs support immediately rather than cancelling again. Duplicate charges or billing errors often require manual intervention by support; cancelling a second time does not reverse the erroneous charge but creates confusion about your cancellation status.
After cancellation: what to do next
Once your cancellation is confirmed, a few steps will protect you and optimise your digital finances going forward.
Save your cancellation confirmation email
Archive the confirmation email in a dedicated folder so you can reference it if Elevenlabs charges you again or if you need proof of cancellation for a dispute. Yafee recommends storing cancellation emails, billing statements, and refund correspondence together for easy retrieval.
Monitor your bank statement for two to three billing cycles
Even after you cancel, verify that no additional charges appear on your credit card or bank statement for Elevenlabs, Stripe, Apple, or Google Play over the next two to three months. If an unauthorised charge occurs, report it to your bank immediately and provide your cancellation confirmation as evidence.
Consider alternative text-to-speech platforms if you still need the service
If you cancelled because of cost, quality, or feature limitations, research other text-to-speech providers available in New Zealand. Natural Reader, Google Text-to-Speech, Amazon Polly, and Microsoft Azure Speech Services offer similar functionality at varying price points. Comparing platforms before you cancel helps you transition smoothly to a service that better meets your needs.
Update your password for accounts that relied on Elevenlabs API access
If you used Elevenlabs' API to integrate voice generation into your own application or workflow, update your API key or authentication credentials after cancellation. Remove or rotate any API keys you created, preventing unauthorised access to your account if credentials were compromised.
Comparison of cancellation methods and timelines
The method you use to cancel determines when your access ends and how long refund requests take to process.
| Cancellation method | Access ends on | Refund timeline | Best for |
|---|---|---|---|
| Web (Stripe) | Next billing date | 3-5 business days | Desktop users and annual plans |
| iOS (Apple App Store) | End of current billing period | 5-10 business days | iPhone and iPad users |
| Android (Google Play) | End of current billing period | 5-10 business days | Android device users |
| Email to support | Manual processing (7-14 days) | 7-14 business days | Disputed charges or special circumstances |
| Commerce Commission complaint | Upon investigation conclusion | 30-90 days | Service quality disputes or refusal to cancel |
| Bank chargeback | Upon card issuer approval | 10 business days | Unauthorised or duplicate charges |
The web platform (Stripe) typically offers the fastest refund processing. If you are claiming a refund under the Consumer Guarantees Act 1993 or challenging a billing dispute, Yafee recommends using the web cancellation method and requesting a refund in writing to Elevenlabs' support address. If the company does not respond within 20 business days, escalate to the Commerce Commission.
Elevenlabs contact information for new zealand customers
In accordance with Elevenlabs' terms of service for non-EEA customers, including New Zealand, you can contact the company via their support system or by writing to their U.S. address.
Online support and chat
Log in to your Elevenlabs account and use the in-app support chat or contact form. This is the fastest method for account-specific issues such as cancellation confirmation, billing enquiries, or password resets.
Email support
Elevenlabs does not publish a dedicated New Zealand support email address. You must use the web platform contact form or reach out through the support portal within your account dashboard. Include your full account email, the reason for your enquiry, and any relevant transaction IDs from your bank statement.
Mailing address for formal notices
For formal cancellation notices, billing disputes, or refund claims that require written documentation, send your correspondence to Elevenlabs' registered U.S. business address. You can find this address in the "Terms of Service" or "Contact Us" section of the Elevenlabs website. Write your letter clearly, include your account email address, subscription dates, and the reason for your request. Send the letter via registered post or courier so you have proof of delivery. Allow 10 to 15 business days for a written response.
Escalation to new zealand consumer authorities
If Elevenlabs fails to respond to your cancellation or refund request within 20 business days, file a complaint with the Commerce Commission (comcom.govt.nz). Provide your cancellation confirmation email, proof of payment, and correspondence with Elevenlabs showing the company has not responded. The Commerce Commission will investigate and can compel Elevenlabs to refund your payment or comply with your cancellation request.
Final checklist before you hit cancel
Use this checklist to ensure you are ready to cancel and that nothing will slip through the cracks.
- Confirm the platform on which you subscribed (web, iOS, or Android) by checking your bank statement.
- Calculate whether you are within the 14-day refund-eligible period (if applicable).
- Download and back up any voice models, audio files, or data you wish to keep.
- Check your account for unused credits and decide whether to use them or accept forfeiture.
- Gather proof of purchase (email receipt, bank statement, or credit card statement showing the charge).
- Confirm you have the correct login credentials for your account.
- Note your cancellation reason in case you need to reference it in a dispute.
- Confirm that no other family members or team members are using your account.
- Plan which alternative service (if any) you will use after cancellation.
- Set a phone reminder to verify no additional charges appear within 30 days of cancellation.
Why thousands of new zealand consumers trust yafee for subscription guidance
Navigating subscription cancellations, refund claims, and consumer rights can be overwhelming, especially when a company operates across multiple platforms and currencies. Yafee has helped thousands of consumers cancel Elevenlabs, dispute billing errors, and recover unused payments by providing clear, legally grounded cancellation procedures tailored to New Zealand law.
Yafee's approach combines precision legal analysis with plain-language guidance so you understand both your rights under the Consumer Guarantees Act 1993 and the exact steps to take action. Whether you are cancelling a monthly subscription, claiming a refund within 14 days, or escalating a dispute to the Commerce Commission, Yafee ensures you have the information and confidence to protect yourself.
Your cancellation is a straightforward process when you follow the correct method for your subscription type and understand the legal framework protecting you as a New Zealand consumer. Yafee recommends acting promptly: cancel through the platform you used to subscribe, save your confirmation email, and monitor your bank statement for the next three billing cycles. If any issues arise, Yafee's cancellation guides and consumer rights resources are available to support your resolution.
Start your cancellation today using the steps above, and join the thousands of New Zealand consumers Yafee has guided through secure, legally compliant subscription management.
Important warning
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