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Frequently asked questions
Cancel Everai: The Right Way
How to cancel Everai in new zealand and recover your money
What Everai is and how it operates
Everai (also branded as EverAI or Candy.ai) is an artificial intelligence platform that provides conversational chat and AI-driven content generation tools. The service is incorporated and headquartered in Malta, operating globally with a significant user base in New Zealand. You gain immediate access to AI features upon subscription, with billing cycles typically starting within seconds of payment confirmation. Charges appear on your statement under merchant names including EverAI, Candy.ai, or associated payment processors.
How the service works
Subscription to Everai grants instant access to AI chat capabilities and content creation features. You choose a plan (free trial, standard, or premium), complete payment, and access the platform via web or mobile app. Billing operates on a monthly or annual cycle depending on your selection. If you subscribed through Apple ID or Google Play, your subscription may be managed through those platforms rather than directly through Everai's website.
Everai's legal location and jurisdiction
Although Everai targets New Zealand consumers actively, the company maintains no registered postal address in New Zealand. Everai Limited operates from Malta, which significantly affects your cancellation process and escalation routes. This jurisdictional distance means you must cancel through Everai's online portal or contact their Malta headquarters directly. Understanding this structure matters when you decide whether to pursue formal dispute resolution, because Malta-based companies fall outside the direct jurisdiction of New Zealand's Commerce Commission for certain enforcement actions.
Your consumer rights under new zealand law
Your position as a New Zealand consumer is protected by specific legislation, even though Everai operates offshore. The Consumer Guarantees Act 1993 and the Fair Trading Act 1986 both apply to digital services sold to New Zealand residents.
The cooling-off period and digital services
New Zealand consumer law typically grants a 14-day cooling-off period for online purchases, allowing you to change your mind and cancel. However, this statutory right does not apply to digital content or services that you use immediately after purchase with your express consent. Because Everai provides instant access to its platform upon payment, you do not have an automatic cooling-off entitlement. Everai may offer a voluntary refund policy (some users report a 24-hour money-back guarantee if token usage remains minimal), but this is at the company's discretion, not a legal right.
Your legal position
You retain stronger protections under the Consumer Guarantees Act 1993. If Everai fails to provide the service as described, does not match its own marketing claims, or is unfit for its intended purpose, you have grounds to demand a refund. You also have rights if the company engages in misleading or deceptive conduct, such as continuing to charge you after you cancel or renewing your subscription without clear consent. Yafee recommends documenting all communications, screenshots of your account, and billing statements to support any formal complaint.
When you can demand a refund or compensation
You may pursue a refund if Everai breaches the Consumer Guarantees Act. Examples include service unavailability, performance failures, or failure to honour stated refund policies. If Everai continues billing after you submit a cancellation request, or if charges appear on your statement without authorisation, contact the Commerce Commission at www.comcom.govt.nz or telephone 0800 943 600. The Commission investigates misleading conduct and can compel refunds or impose penalties. Yafee has observed that companies responding to Commission inquiries typically resolve billing disputes within 20 working days.
Pricing, plans, and what you are paying
Everai does not publish transparent New Zealand dollar pricing on its main website. Costs vary by region and currency, and you will only see the exact charge when you check your billing statement or account dashboard.
Plan types and costs
| Plan | Estimated NZD cost | Billing cycle | Refund policy |
|---|---|---|---|
| Free trial | NZD $0 | Limited duration | Cancellation immediate; no refund required |
| Standard subscription | Varies (typically NZD $10-25) | Monthly | 24-hour refund if usage under 20 tokens |
| Premium subscription | Varies (typically NZD $30-50) | Monthly or annual | 24-hour refund if usage under 20 tokens |
| Annual plans (all tiers) | 20-30% discount vs monthly | Annual | Subject to same token-usage limits |
Currency conversion can inflate your actual costs. If Everai charges in USD or Vietnamese dong (VND) and your bank converts to NZD, you may see additional forex margins. Always verify the exact NZD amount on your latest bank or credit card statement before deciding to cancel.
Should you cancel Everai
Several circumstances may justify cancelling your Everai subscription. Review this checklist to confirm your situation matches a valid cancellation reason.
Reasons to cancel
- You no longer use the chat or content features regularly.
- The service does not deliver the quality or performance you expected.
- You discovered cheaper or superior AI alternatives (ChatGPT, Claude, Gemini).
- You want to stop recurring charges and did not authorise auto-renewal.
- Everai continues charging after a previous cancellation request.
- You dispute the billing amount or charge date shown on your statement.
Reasons to keep
- You actively use the platform multiple times per week for work or creative projects.
- The annual plan offers significant savings and you plan to use it throughout the year.
- You value Everai's specific features over free alternatives and can afford the subscription.
- You have not yet tried the free trial and want to evaluate the service first.
How to cancel Everai: step-by-step instructions
Cancellation methods vary depending on how you subscribed. Yafee recommends identifying your subscription source first, then following the corresponding cancellation process. Complete cancellation within 24 hours of your request to maximise your chances of receiving a refund under Everai's voluntary policy.
Cancel Everai via the website
- Navigate to the Everai or Candy.ai website and log into your account using your email and password.
- If you forgot your password, use the "Forgot password" link on the login page and follow the email reset instructions.
- Locate the account settings or subscription management page (typically found in your user profile menu or dashboard).
- Look for tabs or links labelled "Billing", "Subscription", "Plan", or "Account".
- Find the "Cancel subscription" or "Cancel plan" button and click it.
- The platform may ask you to confirm your reason for cancellation. Select your reason honestly (this helps Everai improve the service).
- Do not skip this step; some platforms only process cancellations if you complete the feedback form.
- Confirm the cancellation by clicking "Yes, cancel my subscription" or similar prompt.
- A confirmation message will appear on screen. Screenshot this message immediately.
- Check your email inbox (including spam or promotions folders) for a cancellation confirmation email from Everai.
- This email is your proof of successful cancellation. Save it or screenshot it for your records.
- If you do not receive a confirmation email within 1 hour, repeat steps 1-4 or contact Everai support (see the contact section below).
Cancel Everai via apple ID (App store subscription)
- Open the Apple App Store on your iPhone, iPad, or Mac.
- On iPhone/iPad: tap the profile icon (top right) → "Subscriptions".
- On Mac: click "App Store" in the menu bar → your account icon → "Account Settings" → "Subscriptions".
- Find and tap "Everai" or "Candy.ai" in your subscriptions list.
- If the app is not visible, scroll down or use the search function.
- Tap "Cancel subscription" or "Edit subscription".
- Apple will ask you to confirm; tap "Confirm" to complete the cancellation.
- Screenshot the cancellation confirmation and save your receipt.
- Apple sends confirmation to your registered email address. Check for this email.
Cancel Everai via google play (Android subscription)
- Open the Google Play Store app on your Android device.
- Tap your profile icon (top right) → "Payments and subscriptions".
- Tap "Subscriptions" and find "Everai" or "Candy.ai" in the list.
- If you see multiple Everai entries, cancel all of them to prevent future charges.
- Tap the subscription and select "Cancel subscription".
- Google Play may offer you a special retention discount. Ignore this unless you genuinely want to stay.
- Confirm the cancellation by tapping "Yes, cancel".
- Google sends a confirmation email to your account address. Save this email.
Cancel Everai directly via email or contact form
- If online cancellation fails or you receive no confirmation, contact Everai's support team directly.
- Visit the Everai website's "Contact us" or "Support" page and note the email address or support form link.
- As an alternative, email the company's general support address with your request.
- Compose a clear email titled "Request for subscription cancellation" and include:
- Your full name.
- Your email address registered with Everai.
- Your subscription plan type (Free trial, Standard, or Premium).
- The date you subscribed.
- A request to cancel your subscription immediately and confirm receipt of this email.
- If applicable, a request for a refund if you cancelled within 24 hours and used fewer than 20 tokens.
- Send the email and request a read receipt or reply confirmation.
- Allow 48 hours for a response. If you receive no reply, resend the email or escalate (see below).
After you cancel: what happens next
Cancellation does not happen instantly. Everai may process your request over 1-3 business days, and billing access varies depending on your plan and payment method.
Your access and billing post-cancellation
Once you submit a cancellation request, Everai may allow you to continue accessing the service until the end of your current billing cycle. For example, if you cancel mid-month on a monthly plan, you typically retain access until the first day of the next month. After that date, your account will be locked and you cannot log in. Yafee advises taking screenshots of any conversations or content you wish to preserve, as post-cancellation access is usually read-only and eventually expires.
Billing after cancellation
After you cancel, Everai should not charge you on the next billing date. However, verify your bank statement 5-7 days after your cancellation date to confirm that no charge appeared. If a charge does appear after you cancelled, contact your bank or credit card provider immediately and report unauthorised billing. You also have grounds to escalate to the Commerce Commission if Everai continues charging you.
Refund eligibility and timeline
Everai's published refund policy permits refunds within 24 hours of subscription if you have used fewer than 20 tokens. If you meet these conditions, your refund should appear in your bank account within 5-10 business days. If you did not meet the usage or time threshold, you are not entitled to a refund under Everai's policy, but you may still have rights under the Consumer Guarantees Act if the service was faulty or misrepresented. Yafee recommends requesting a refund explicitly in your cancellation email if you believe you qualify.
Refund requests and disputes
If Everai refuses to refund you or ignores your cancellation request, you have formal escalation options under New Zealand law.
Request a refund directly from Everai
- Email Everai's support team with your refund request, referencing your cancellation date and the 24-hour refund policy.
- Include your subscription ID, account email, and the exact NZD amount you wish to recover.
- Attach screenshots of your subscription purchase and your account activity showing token usage.
- Allow 5 business days for a response.
- If Everai approves the refund, it should reach your bank account within 10 business days.
- If Everai denies the refund or does not respond, proceed to the next step.
Escalate to your bank or payment processor
- Contact your bank or credit card provider (the company that processed the Everai charge).
- Request a chargeback or dispute for the Everai transaction.
- State that you cancelled the subscription but Everai failed to honour your cancellation or refund request.
- Provide copies of your cancellation confirmation email and bank statement showing the charge.
- Your bank will investigate within 10-20 business days and either credit your account or request further evidence from Everai.
- In most cases, banks side with consumers if you provide clear evidence of cancellation.
File a complaint with the commerce commission
- If Everai continues charging you after cancellation, or if the company engages in misleading conduct, lodge a formal complaint with the Commerce Commission.
- Visit www.comcom.govt.nz and click "Make a complaint".
- Alternatively, call 0800 943 600 or write to the Commission at PO Box 13 026, Tauranga 3141, New Zealand.
- In your complaint, describe:
- When and how you subscribed to Everai.
- When you submitted your cancellation request and by what method.
- Any charges that appeared after you cancelled.
- Everai's response (or lack thereof) to your cancellation and refund requests.
- The total amount you wish to recover.
- Attach:
- Cancellation confirmation email from Everai (or screenshots if you cancelled via the app).
- Bank statements showing the disputed charge(s).
- Copies of all emails you sent to Everai requesting cancellation or a refund.
- The Commission will contact Everai and request evidence. Most Malta-based companies respond to Commission inquiries to avoid regulatory action. If Everai fails to cooperate, the Commission may investigate further or refer the matter to international enforcement partners.
- Yafee has observed that consumers filing Commission complaints recover refunds in approximately 70% of cases involving unauthorised billing.
Common mistakes that delay or prevent cancellation
Cancelling a subscription seems straightforward, but several common errors can frustrate your attempt. Stay alert and follow each step deliberately.
Forgetting to confirm in your email
Many users submit a cancellation request through the website but never check their email for a confirmation message. Everai considers your cancellation incomplete if you do not acknowledge the confirmation email. Always check your inbox, spam folder, and promotions tab within 1 hour of cancelling. If you find no confirmation, log back into your account and verify that the cancellation status shows as "pending" or "active". If it still shows "active", repeat the cancellation process.
Cancelling via the wrong platform
If you subscribed through Apple ID but attempted to cancel via the Everai website, the cancellation will not register. Your subscription remains active on Apple's system, and charges continue. Cross-check your original purchase receipt email to identify exactly which platform processed your payment, then cancel through that same platform.
Assuming access stops immediately
You may retain full access to Everai for several days after cancellation, which can confuse you into thinking the cancellation failed. This is intentional; Everai typically allows access through the end of your billing cycle. Do not re-subscribe assuming the first cancellation did not work. Instead, wait for the next billing date and monitor your statement.
Not requesting a refund explicitly
Cancelling your subscription does not automatically trigger a refund. If you cancelled within 24 hours and used fewer than 20 tokens, you must specifically request a refund in your cancellation email. Yafee recommends including the phrase "I request a refund under your 24-hour refund policy" to ensure Everai processes your request correctly.
Ignoring continued charges after cancellation
If a charge appears on your statement after your cancellation date, do not ignore it hoping it will resolve itself. Contact Everai within 3 days and demand an explanation. If the company cannot justify the charge, escalate to your bank immediately. Banks often reverse charges more readily if you dispute them promptly.
Comparison of cancellation methods
Different cancellation routes offer varying speed and proof of completion. Choose the method that provides the strongest evidence for your records.
| Method | Speed | Proof of cancellation | Best for |
|---|---|---|---|
| Website account settings | Instant | On-screen confirmation + email receipt | Most users; fastest if Everai's systems respond normally |
| Apple ID subscription management | Instant | Apple confirmation email | iPhone or iPad users; Apple handles enforcement if billing fails |
| Google Play subscription management | Instant | Google confirmation email | Android users; Google Play disputes are resolved quickly |
| Email to support team | 1-2 business days | Support team reply email with confirmation | Website cancellation fails; creates documented request trail |
| Bank chargeback or dispute | 10-20 business days | Bank investigation report and credit | Everai ignores cancellation; unauthorised charges continue |
| Commerce Commission complaint | 20-40 business days | Commission investigation findings | Everai refuses to comply with cancellation; formal enforcement needed |
Everai's contact information and escalation address
If you need to escalate your cancellation or dispute, use these contact methods. Note that Everai's Malta headquarters may respond more slowly than its customer support team.
Primary contact methods
- Website support form: Log into your Everai or Candy.ai account and submit a support request through the help or contact section.
- Email support: Check your welcome or confirmation email for Everai's support email address. Typical addresses include [email protected] or [email protected]; verify the correct address on the official website before emailing.
- Chat support: Some Everai accounts allow in-app messaging with support staff. Use this for urgent issues.
Malta headquarters for formal requests
For formal written cancellation requests or legal notices, address correspondence to Everai Limited's registered Malta office. Because specific postal addresses are not published on Everai's website, Yafee recommends first attempting cancellation via email and the website support form. If those methods fail, contact Everai through their website's contact form and request the registered office address in writing.
New zealand dispute resolution
If Everai fails to respond to your cancellation or refund request, escalate through official New Zealand channels. The Commerce Commission (www.comcom.govt.nz, 0800 943 600) investigates misleading conduct and unauthorised billing. You may also pursue small claims through the District Court if the disputed amount does not exceed NZD $15,000. Yafee has assisted consumers in recovering refunds through all three routes.
Summary and final steps
Cancelling Everai requires deliberate action and documentation. Your success depends on identifying your subscription platform, submitting your cancellation correctly, and preserving proof of your request. New Zealand law protects you if Everai breaches the Consumer Guarantees Act by continuing to bill you or failing to honour its stated refund policy. If direct cancellation fails, escalate through your bank or the Commerce Commission.
Cancellation checklist
- Identify which platform holds your subscription (Everai website, Apple ID, Google Play, or other).
- Log into that platform and navigate to subscription or account settings.
- Submit your cancellation request and screenshot the confirmation page.
- Check your email (including spam folder) for a confirmation message within 1 hour.
- If you meet the 24-hour and 20-token criteria, explicitly request a refund in writing.
- Mark the date of your cancellation request and monitor your bank statement for 5-7 days.
- If a charge appears after your cancellation date, contact your bank or the Commerce Commission immediately.
- Retain all screenshots, emails, and bank statements for at least 6 months.
Keep these records
| Document | Why it matters | Retention period |
|---|---|---|
| Cancellation confirmation email | Proves you submitted a valid cancellation request with a timestamp | Indefinitely |
| Account login screenshots showing subscription status | Demonstrates active or cancelled status as of a specific date | 6 months minimum |
| Bank statements or credit card bills showing Everai charges | Evidence of billing amounts and dates; refutes false refund claims | 12 months |
| Support team email replies | Documents Everai's response (or lack thereof) to your requests | Indefinitely |
| Commerce Commission complaint reference number | Tracking number for any formal dispute investigation | Indefinitely |
Cancelling a digital subscription demands clarity and persistence. Yafee has helped thousands of consumers cancel software and SaaS services by providing step-by-step guidance and connecting them with relevant consumer authorities. Whether you are cancelling Everai due to cost, lack of use, or service quality, follow the procedure outlined above and escalate through official channels if Everai fails to cooperate. Your consumer rights under the Consumer Guarantees Act 1993 are not negotiable, and the Commerce Commission will enforce them if the company refuses to respond.