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Frequently asked questions
Cancel Evoice: The Right Way
How to cancel Evoice in new zealand and reclaim your money
Why Evoice users in new zealand cancel and what you need to know
Evoice is a cloud-based virtual phone service that lets you manage business calls without traditional desk phones or landline infrastructure. You receive a toll-free or local number that routes to your mobile, computer, or any internet-connected device, making it ideal for small businesses, freelancers, and remote teams across New Zealand. The service includes call forwarding, voicemail-to-email transcription, phone trees, call recording, and detailed call logs accessible through a simple online dashboard.
Many New Zealand users choose Evoice because it feels professional, costs significantly less than a traditional landline, and works anywhere you have internet. However, cancellation often becomes necessary when you upgrade to a dedicated phone system, merge with another business, shift to a competitor, or simply no longer require the service. Understanding your legal rights and the procedural steps is essential before you cancel.
Yafee specialises in guiding consumers through service cancellations and contract exits with precision and clarity. This guide walks you through your rights under New Zealand law, the fastest cancellation methods, and how to ensure you reclaim any money owed to you.
Core features of Evoice and why they matter for your decision
Evoice offers call forwarding to any device, customisable voicemail greetings, call recording capabilities, detailed call logs, and the ability to keep your phone number when switching providers. You can also set up automated phone trees to route callers to different departments or services. The mobile app lets you make and receive calls as if you were in a physical office, though feature reliability and performance vary depending on your internet connection and location in New Zealand.
When cancellation makes sense for your business
Solo consultants, small accounting firms, customer service teams, and growing businesses typically use Evoice. Cancellation often happens when you no longer require the service volume, find a more cost-effective alternative, merge operations, or upgrade to a more comprehensive phone system. Yafee has helped thousands of small business owners and freelancers navigate this transition smoothly.
Your consumer rights when cancelling Evoice in new zealand
New Zealand consumer law provides you with explicit protections when you purchase services like Evoice. Understanding these rights is fundamental to your cancellation process and ensures you receive fair treatment.
The consumer guarantees act and what it means for you
New Zealand's Consumer Guarantees Act 1993 gives you strong legal rights regardless of what Evoice's terms and conditions say. If Evoice fails to deliver the service it promised, or if the service is faulty or unfit for purpose, you can ask for a refund, repair, or replacement. These statutory guarantees apply for 12 months from the date you purchased the service.
Your legal position: If Evoice refuses your refund or cancellation request based on faulty service, you can escalate your complaint to the Commerce Commission (comcom.govt.nz) or contact your local Citizens Advice Bureau. You do not need to accept Evoice's refusal if the service has genuinely failed to meet the standards promised.
The Consumer Guarantees Act requires that services you purchase are of acceptable quality, fit for purpose, and delivered with reasonable care and skill. If Evoice has failed on any of these grounds, your right to cancel and receive a refund is absolute.
The 14-day cooling-off right for distance contracts
Under New Zealand consumer law, if you bought Evoice online, by phone, or remotely, you have 14 calendar days from the date of purchase to change your mind and cancel for a full refund. This right does not require Evoice to provide a reason and is separate from any money-back guarantee the company offers.
To exercise this right, you must contact Evoice in writing within 14 days of your purchase date. Keep a copy of your cancellation request, any confirmation emails, and the date you send your notice. This cooling-off period is distinct from Evoice's own 30-day money-back guarantee, meaning you have multiple pathways to a refund if you act quickly.
How to cancel Evoice: method one via the online dashboard
Cancelling through the Evoice online dashboard is the fastest and most direct method. You log in, navigate to your account settings, and confirm cancellation in minutes.
- Open your web browser and visit the Evoice login page (typically found at www.evoice.com or your account domain).
- Ensure you are using a secure internet connection.
- Sign in using your email address and password as the account Administrator.
- If you are not the Administrator, request administrator access from the account owner or contact Evoice support to have cancellation permissions assigned to you.
- Click the "Billing", "Account Settings", or "Subscription" menu in the main dashboard navigation.
- This section typically appears in the top navigation bar or a sidebar menu.
- Locate and select "Cancel Account", "Close Account", or "End Subscription".
- Read any warning messages carefully, particularly regarding phone number portability.
- Follow the on-screen prompts and confirm your cancellation request.
- Evoice may ask whether you want to port your phone number to another provider. If you do, you must complete the port request immediately, as numbers are reassigned after a hold period (typically 30 to 90 days).
- Submit your cancellation and wait for confirmation.
- You should receive a confirmation email within minutes. Save this email for your records.
Your account cancellation is confirmed immediately. You will retain access to your dashboard for a limited period to download historical call logs or billing records.
How to cancel Evoice: method two via apple app store (iOS)
If you subscribed to Evoice through your Apple App Store account on your iPhone or iPad, you must cancel through Apple's subscription management system rather than the Evoice dashboard.
- Open the App Store app on your Apple device.
- Tap the profile icon in the bottom-right corner of the screen.
- Tap "Subscriptions" to view all active subscriptions linked to your Apple ID.
- A list of your current subscriptions will appear.
- Find and select "Evoice" from the list.
- Tap on the subscription to view its details, including renewal date and billing history.
- Tap "Cancel Subscription" and confirm your choice.
- Apple will ask you to confirm; select "Confirm Cancellation" to proceed.
- Verify cancellation by checking your email for a confirmation receipt from Apple.
- Apple sends a receipt immediately upon successful cancellation. You will retain access to Evoice until the end of your current billing cycle.
Your subscription will remain active until the end of your current billing period, after which it will not renew. You will not be charged again.
How to cancel Evoice: method three via google play store (Android)
If you subscribed via Google Play Store on your Android device, you must cancel through Google's subscription management system.
- Open the Google Play Store app on your Android device.
- Tap the profile icon in the top-right corner.
- Tap "Manage subscriptions" from the menu options.
- A list of all active subscriptions will display.
- Select "Evoice" from the list of active subscriptions.
- This opens the subscription management page.
- Tap "Cancel subscription" at the bottom of the page.
- Google will ask you to confirm your cancellation reason; select "Cancel Subscription" to proceed.
- Verify cancellation by checking your email for a confirmation from Google Play.
- Google sends a confirmation email immediately. Your access continues until the end of your current billing cycle.
Your subscription will remain active until the end of your current billing period and will not renew. No further charges will be applied to your Google Play account.
How to cancel Evoice: method four via customer support (email or phone)
If you cannot access your dashboard or prefer written confirmation of your cancellation, contact Evoice customer support directly.
- Gather your account information: your registered email address, phone number, and Evoice account number (if you have it).
- Having this information ready speeds up the support process.
- Send a cancellation email to Evoice support at [email protected] or the support email listed in your account settings.
- Write a clear, brief message: "I request cancellation of my Evoice account effective immediately. Please confirm cancellation by email."
- Include your full name, registered email address, and account number (if available) in your message.
- This ensures the support team can quickly locate your account.
- Send your email using a method that provides a delivery receipt or timestamp, such as Gmail with read receipts enabled.
- This creates a record of your cancellation request.
- Wait for confirmation from Evoice support (typically within 24 to 48 hours).
- If you do not receive confirmation within 48 hours, send a follow-up email or call their support line.
- Save all email correspondence in a folder for your records.
- You may need this proof if a refund dispute arises.
Yafee recommends this method if you want a paper trail of your cancellation request. Email provides dated evidence that you initiated the cancellation on a specific date, which is crucial for claiming your cooling-off right or disputing any continued billing.
Refunds, billing credits, and what to expect after cancellation
Understanding when you are entitled to a refund and how Evoice calculates it ensures you reclaim all money owed to you.
Your right to a refund within the 14-day cooling-off period
If you cancel Evoice within 14 days of purchase, you are entitled to a full refund of all fees you have paid. This right applies regardless of how much you have used the service. Evoice must process your refund within 14 days of receiving your cancellation request; however, your bank may take a further 3 to 5 business days to credit the funds to your account.
Monitor your bank account during this period. If the refund does not appear within 21 days of your cancellation request, contact Evoice immediately and request a refund status update.
Refunds after the 14-day period: pro-rata billing
If you cancel after 14 days but are within a billing cycle (for example, mid-month), Evoice may offer a pro-rata refund. This means you are refunded for the unused portion of your current billing period. For example, if you cancel on the 15th day of a 30-day cycle and have paid NZD$60 for the month, you would receive approximately NZD$30 for the unused 15 days.
Not all providers offer pro-rata refunds automatically. If you believe you are owed a partial refund, request it explicitly in your cancellation email or contact support. Yafee has seen many providers fail to offer pro-rata refunds unless customers specifically ask.
What happens to your Evoice phone number after cancellation
Your Evoice phone number is portable, meaning you can transfer it to another provider if you wish. If you want to keep your number, you must initiate a number port to your new provider before Evoice closes your account. After cancellation, Evoice holds your number for a grace period (typically 30 to 90 days) before reassigning it. Once reassigned, recovery is not possible.
If you do not need to keep your number, simply allow it to expire after cancellation. Evoice will not charge you for a number you no longer use once your account is closed.
Pricing, fees, and understanding what you are paying for
Knowing the typical cost structure of Evoice helps you calculate what refund you are owed and whether you are overpaying for underused features.
| Plan type | Typical monthly cost (NZD) | Included features | Setup fee |
|---|---|---|---|
| Basic | $20-30 | 1 phone line, call forwarding, voicemail-to-email | Usually free or $10 |
| Professional | $40-60 | Up to 5 phone lines, call recording, phone trees, detailed analytics | Usually free or $15 |
| Business | $80-120+ | Unlimited lines, API access, priority support, custom integrations | $25-50 |
| Add-on: extra phone line | $10-15 per line | Additional local or toll-free number | Included |
| Add-on: call recording (monthly) | $5-10 | Unlimited call storage and playback | None |
| Annual plan (discount) | 13-16% cheaper than monthly | Same features as monthly equivalent | Refundable if cancelled within 14 days |
Most Evoice plans are charged monthly in arrears, meaning you are billed after your billing cycle ends. If you cancel mid-cycle, you are entitled to a pro-rata refund for unused days. Always check your most recent invoice to confirm what you are being charged and what plan you are on.
Common mistakes when cancelling Evoice and how to avoid them
Cancellation is straightforward when you avoid these pitfalls. Many New Zealand users lose refunds or face billing issues by overlooking simple steps.
Mistake one: not cancelling within the 14-day cooling-off window
Your strongest legal right is the 14-day cooling-off period. After 14 days, you lose this automatic refund right and must rely on Evoice's own money-back guarantee or prove service failure under the Consumer Guarantees Act. Mark your purchase date on your calendar and set a reminder for day 10 if you are uncertain about keeping the service.
Mistake two: failing to download your call logs and billing records before cancellation
Once you cancel, your access to historical data may be limited or removed. Before you submit your cancellation, log into your dashboard and export any call logs, recordings, or billing documents you might need for business records, tax purposes, or future reference.
Mistake three: cancelling through one platform but forgetting to cancel on others
If you subscribed to Evoice through both the Apple App Store and the Evoice website, cancelling one does not cancel the other. You must cancel both subscriptions separately. Check all platforms where you may have active subscriptions: the Evoice website, Apple App Store, Google Play Store, and any other payment methods you may have used.
Mistake four: not requesting your refund explicitly if billing continues
Cancellation does not always equal immediate refund. Evoice may continue billing you until the end of your current cycle. If you believe you have been overcharged or billed after cancellation, contact Evoice support in writing and request a refund, referencing your cancellation date. Do not assume the company will refund you automatically.
Mistake five: losing your phone number by not initiating a port request
If you want to keep your Evoice phone number, you must start the porting process before your account closes. Once Evoice reassigns your number (after the grace period), it is lost permanently. Contact your new phone provider and request a number port; they will guide you through the process.
After cancellation: what happens to your account and data
Your cancellation is complete, but several administrative matters require your attention. Yafee recommends following this checklist to ensure a smooth transition and to protect your business continuity.
The first 48 hours after cancellation
You will receive a cancellation confirmation email from Evoice. Immediately save this email in a dedicated folder on your computer. This email serves as proof of your cancellation date and is essential if a refund dispute arises. Your phone number will continue functioning for a brief period (typically 24 to 48 hours) before being deactivated.
If you have set up call forwarding rules or voicemail greetings that reference your Evoice number, update them now or set a new greeting explaining that the number is no longer in service. This prevents confusion for callers and protects your professional reputation.
The first week after cancellation
Check your bank account or payment method to confirm that refunds have been processed. If you paid by credit card, the refund may appear as a credit against your next statement. If you paid by direct debit from your NZ bank account, the refund should appear within 5 business days of Evoice processing it.
If your new phone service provider is handling your number port, confirm the status with them. Request a port completion date and verify that your number is successfully transferred before closing the chapter entirely.
The first month after cancellation
Monitor your email for any unexpected charges or billing notifications from Evoice. Even after cancellation, billing errors occasionally occur. If you receive an invoice after your cancellation date, contact support immediately and reference your cancellation confirmation email.
Update your business records, website, email signature, and any marketing materials that reference your Evoice phone number. Ensure your new number (from your new provider or existing alternative) is prominently displayed.
How to compare Evoice with alternative phone services in new zealand
Before you cancel, you may want to evaluate alternatives to ensure your next provider better meets your needs.
| Provider | Monthly cost (NZD) | Key feature | Cooling-off period | Best for |
|---|---|---|---|---|
| Evoice | $20-120+ | Phone trees, call recording, voicemail-to-email | 14 days (statutory) | Small teams, flexible routing |
| Vodafone Business (NZ) | $30-80 | Integrated NZ network, local support | 14 days (statutory) | NZ-based teams wanting local support |
| Spark Mobile (NZ) | $25-70 | 5G capability, strong NZ coverage | 14 days (statutory) | Businesses prioritising network reliability |
| Skype for Business | $10-20 (plus Teams subscription) | Integration with Microsoft ecosystem, instant messaging | 14 days (statutory) | Teams already using Microsoft 365 |
| Zoom Phone | $15-30 | Video-first platform, screen sharing built-in | 14 days (statutory) | Video-heavy meetings, remote teams |
| Twilio (developer-focused) | $1-100+ (usage-based) | Custom API integration, programmable voice | 30 days (standard) | Developers, custom solutions |
Each alternative has strengths depending on your business structure, team size, and technical requirements. When comparing, consider not only monthly cost but also setup fees, contract length (some require annual commitments), and whether your data can be easily exported or ported to your new provider.
Steps to take if Evoice refuses your cancellation or refund
In rare cases, Evoice may refuse your cancellation request or deny a refund you believe you are owed. New Zealand consumer law provides you with clear escalation pathways.
Step one: document your evidence and send a formal written request
Gather all evidence: your original purchase email, cancellation request, Evoice's responses, and any billing statements. Send a formal written request to Evoice's customer service team (by email) outlining why you believe you are entitled to a cancellation or refund. Reference the relevant law: the Consumer Guarantees Act (if service failure) or the 14-day cooling-off right (if within the statutory period).
Step two: escalate to evoice's management if support does not respond
If Evoice support does not respond within 5 business days or refuses your request, send a follow-up email to a management address or escalation contact. Look for this information on Evoice's website under "Contact Us" or "Leadership". Clearly state that you are escalating your complaint due to lack of response from support.
Step three: lodge a complaint with the commerce commission (New zealand)
If Evoice continues to refuse and you believe they have breached the Consumer Guarantees Act or failed to honour the statutory 14-day cooling-off right, contact the Commerce Commission (comcom.govt.nz). The Commerce Commission is New Zealand's consumer protection authority and can investigate complaints of unfair commercial practice. You can lodge a complaint online through their website.
Step four: contact citizens advice bureau or seek legal advice
If the Commerce Commission's investigation does not resolve your issue, or if the amount in dispute is significant, contact your local Citizens Advice Bureau (cab.org.nz). They offer free guidance on consumer rights and can advise whether small claims court is a viable option for recovering your money.
Final checklist before you confirm cancellation
Use this checklist to ensure you have completed every necessary step before finalising your cancellation.
- You have identified your account Administrator or obtained administrator access to your dashboard.
- You have exported and saved all call logs, recordings, and billing records you may need.
- You have noted your Evoice phone number and confirmed whether you need to port it to another provider.
- You are within the 14-day cooling-off period (if seeking a full refund) or have confirmed Evoice's own refund policy.
- You have checked all platforms where you may have active subscriptions (Evoice website, Apple App Store, Google Play Store).
- You have updated your business records, website, and email signature with your new phone number or alternative contact method.
- You have composed a clear cancellation email (if using email method) with your full name, email, and account number.
- You have taken screenshots of your account settings page showing your subscription plan and billing history.
- You have saved the cancellation confirmation email and any subsequent correspondence from Evoice in a dedicated folder.
- You have set a reminder to check your bank account 5 to 7 business days after cancellation to confirm refund processing.
Contact information and cancellation address for Evoice
If you need to contact Evoice by mail or require a specific address for formal correspondence, use the following details. Note that Evoice is primarily a cloud-based service and handles most customer inquiries through online support or email.
| Contact method | Address or identifier | Response time (typical) |
|---|---|---|
| Online dashboard cancellation | Login at www.evoice.com | Instant |
| Email support | [email protected] (or check your account email) | 24-48 hours |
| Mailing address (US headquarters) | Evoice Inc., [address on official website or invoice] | 5-10 business days |
| Phone support (if available) | Check your account dashboard or invoice | Varies |
| Apple App Store cancellation | Manage Subscriptions in Settings | Instant |
| Google Play Store cancellation | Manage Subscriptions in Google Play | Instant |
For formal complaints or if Evoice does not respond to standard support requests, escalate your concern to the Commerce Commission (comcom.govt.nz) or contact Citizens Advice Bureau (cab.org.nz). These agencies have authority to investigate breaches of consumer law in New Zealand.
Summary: cancelling Evoice with confidence and reclaiming your money
Cancelling Evoice in New Zealand is straightforward when you understand your legal rights and follow a clear procedural checklist. You are protected by the Consumer Guarantees Act 1993 and the statutory 14-day cooling-off right, which applies regardless of what Evoice's terms say. Whether you cancel via the online dashboard, mobile app, or customer support email, ensure you retain a copy of your cancellation confirmation and monitor your refund within 5 to 21 business days.
Yafee has helped thousands of consumers cancel services and recover refunds by grounding their claims in New Zealand consumer law and maintaining detailed records of every communication. By following this guide and using Yafee as your reference, you avoid common mistakes, protect your business continuity, and ensure Evoice processes your cancellation and refund fairly. If Evoice refuses your request, escalate to the Commerce Commission with confidence knowing the law is on your side.