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Frequently asked questions
Cancel Ivacy: The Right Way to Secure Your Refund
How to cancel Ivacy VPN and claim your refund in new zealand
What Ivacy is and why you might cancel
Ivacy is a commercial virtual private network (VPN) service that encrypts your internet connection and masks your IP address, allowing you to browse privately and access geo-restricted content across multiple devices. The service operates from Singapore and provides encryption protection on Windows, macOS, iOS, Android, and browser extensions for Chrome and Firefox.
You purchase Ivacy directly through their website or via the Apple App Store (iOS) and Google Play Store (Android). Cancellation methods differ depending on where you bought your subscription. Understanding your purchase channel is essential before you proceed with cancellation, as this determines which process you must follow to stop future charges and qualify for a refund.
How Ivacy protects your connection
When you connect to Ivacy, your internet traffic routes through one of their servers in a location of your choosing. This encryption protects your browsing activity from your internet service provider, public Wi-Fi networks, and the websites you visit. Ivacy claims a zero-logs policy, meaning the company states it does not store records of your browsing history or activity.
One subscription covers multiple devices simultaneously, depending on your plan tier. This multi-device feature appeals to consumers who want consistent privacy protection across phones, tablets, and computers.
Where you purchased Ivacy
Your purchase location determines your cancellation pathway. You may have subscribed through Ivacy's official website (billed directly) or via Apple's App Store or Google Play Store (billed through those platforms). Check your email receipts or app store account to identify where your current subscription is active.
Your legal position under new zealand consumer law
The Consumer Guarantees Act 1993 is the primary legislation protecting you when you purchase digital services like VPN subscriptions in New Zealand. This law grants you specific rights regardless of what a company's refund policy states.
What the consumer guarantees act protects
Under this statute, any service you buy must be of acceptable quality, fit for purpose, and as described by the seller. If Ivacy fails to deliver reliable connections, crashes frequently, or does not match its marketing claims, you have grounds to request a refund within a reasonable timeframe even if Ivacy's published money-back guarantee has expired.
A reasonable timeframe typically means weeks or months, not years. If Ivacy cuts service, breaches its core promise, or fails to provide the standard of service a reasonable consumer would expect, the Consumer Guarantees Act 1993 protects you. This protection applies to all New Zealand consumers purchasing digital services, regardless of the seller's refund policy.
Your legal position
You have the right to cancel your subscription and claim a refund if Ivacy fails to meet acceptable quality standards or does not perform as described. You do not need to accept a company refusal if the service has genuinely failed. Keep all correspondence, receipts, and evidence of service failures. If Ivacy refuses a legitimate claim, escalate to the Commerce Commission (the regulatory authority responsible for consumer protection in New Zealand).
Escalation with the commerce commission
If Ivacy refuses to honour a legitimate refund request, you can lodge a formal complaint with the Commerce Commission at comcom.govt.nz. You can also seek free advice from Citizens Advice Bureau, which provides independent consumer support across New Zealand. Written cancellation requests and refusal emails significantly strengthen your case if a dispute escalates.
Yafee recommends you always retain copies of receipts, support correspondence, screenshots of service failures, and billing statements. These documents become your evidence if the dispute requires formal complaint or legal action.
How to cancel Ivacy via the app store (iOS)
If you purchased your Ivacy subscription through Apple's App Store on iPhone or iPad, you must cancel through Apple's system rather than through the Ivacy app itself. Apple manages all iOS subscription billing and cancellation.
Step 1: open your app store settings
- Open the App Store on your iPhone or iPad.
- Tap your profile icon in the top right corner of the screen.
- Select "Subscriptions" from the menu that appears.
Step 2: locate and cancel Ivacy
- Scroll through your active subscriptions and find Ivacy in the list.
- Tap on Ivacy to open its subscription details page.
- Select "Cancel Subscription" or toggle off the "Auto-Renew" setting (depending on your iOS version).
- Confirm your cancellation when Apple prompts you to do so.
Your access to Ivacy continues until the end of your current billing period. You will not be charged again after your subscription officially expires.
Timing and verification
Cancel at least 24 hours before your renewal date to avoid an accidental charge. Apple's App Store receipt will show your cancellation date and the end date of your access. Save this confirmation email for your records.
Do not attempt to cancel inside the Ivacy app itself. The Ivacy application has no in-app cancellation option. All iOS cancellations must be processed through Apple's App Store system.
How to cancel Ivacy via google play (Android)
If you subscribed to Ivacy through Google Play on an Android device, Google handles your billing and cancellation. You must cancel through Google Play rather than the Ivacy app to stop future charges.
Step 1: open google play settings on your device
- Open the Google Play Store app on your Android phone or tablet.
- Tap your profile icon in the top right corner.
- Select "Payments and Subscriptions" from the menu.
- Tap "Subscriptions" to view your active subscriptions.
Step 2: find and cancel your Ivacy subscription
- Locate Ivacy in your list of active subscriptions.
- Tap Ivacy to access its subscription details.
- Select "Cancel Subscription" at the bottom of the page.
- Choose your cancellation reason from the options provided (optional).
- Confirm your cancellation by tapping "Cancel Subscription" again.
Google Play will send you a confirmation email. Your access continues until the end of your current billing cycle, and you will not be charged again.
Timing and documentation
Cancel before your renewal date to prevent an additional charge. Google Play displays your access end date on the subscription details page. Retain this information and the confirmation email as proof of cancellation.
Similar to iOS, the Ivacy app itself does not provide a cancellation option. All Android cancellations must occur through Google Play.
How to cancel a direct Ivacy web subscription
If you purchased your subscription directly from Ivacy's website rather than via an app store, you must contact Ivacy's support team directly. The company does not provide automated self-service cancellation through your customer account.
Step 1: gather your account information
- Find your original Ivacy confirmation email with your order number and account details.
- Locate your billing email address (the email associated with your Ivacy account).
- Note the date your next renewal charge is due.
Step 2: contact Ivacy support via email
- Email Ivacy's support team at [email protected] with a cancellation request.
- Clearly state in the subject line: "Subscription Cancellation Request" or "Cancel My Ivacy Account".
- Include your order number, billing email, and account creation date in the message body.
- Request confirmation that your subscription has been cancelled and ask for a refund if you qualify under the Consumer Guarantees Act 1993.
- Keep a copy of your sent email for your records.
Step 3: use live chat as an alternative
If email support is slow, Ivacy offers live chat support through their website. Access the chat function during business hours and request cancellation directly with a support agent. Ask the agent to send a confirmation email after they process your cancellation request. This creates a written record of your cancellation.
Response timeframe
Ivacy typically acknowledges cancellation requests within 24 to 48 hours. The company should confirm that your subscription has been stopped and provide a refund status if applicable. If you receive no response within three business days, send a follow-up email or escalate your complaint to the Commerce Commission.
Refund eligibility and timelines
Ivacy offers a 30-day money-back guarantee for new subscriptions purchased directly through their website. However, your refund rights under New Zealand law extend beyond this promotional period if the service fails to meet acceptable quality standards.
Direct website purchases
| Scenario | Refund eligibility | Timeframe for action |
|---|---|---|
| Within 30 days of purchase (website only) | Eligible for refund | Request within 30 days |
| Service fails or is unreliable (any timeframe) | Eligible under Consumer Guarantees Act 1993 | Request within reasonable time (weeks/months) |
| Service cancelled before renewal | No refund (you retain access until end of billing period) | Cancel before renewal date |
| Accidental renewal charge (app store) | Contact Apple or Google for refund | Request within 30-60 days of charge |
| Charged after submitting cancellation | Eligible for refund plus compensation | Report to support and Commerce Commission immediately |
App store refund requests
If you purchased through Apple App Store or Google Play, those platforms handle refunds directly. Apple and Google each allow refund requests up to 14 days after purchase in most cases. Contact Apple at reportaproblem.apple.com or Google Play support at support.google.com/googleplay to request a refund for accidental or unwanted charges.
Yafee has guided thousands of consumers through app store refund processes. Always check your confirmation email for the exact purchase date, as this determines your eligibility window.
What happens after you cancel
Cancelling your subscription does not immediately remove your access. You retain full Ivacy service until the end of your current billing cycle. Your login credentials remain valid until that expiration date.
Your access period after cancellation
You continue to use Ivacy for the remainder of your paid billing period. If you renewed on 15 April and cancelled on 20 April, your access ends on 14 May (the date before your next automatic renewal would have occurred). You will not see any additional charges on your billing statement after cancellation.
Removing the app and data
After your access expires, you may uninstall the Ivacy app from your devices to free up storage space. Uninstalling before your access ends does not cancel your subscription; it simply removes the software. You can reinstall Ivacy anytime during your access period if you change your mind.
Reactivating your subscription
If you cancel and later wish to resubscribe, you must purchase a new plan. Your old account does not automatically reactivate. Log in to your account at ivacy.com to view your cancellation status and past billing history.
Common cancellation mistakes to avoid
Most cancellation errors occur when users fail to cancel through the correct platform or miss renewal dates. Take these precautions to protect yourself.
Mistake 1: cancelling inside the app instead of the platform
The Ivacy app has no cancellation function. Many users mistakenly look for a cancel button within the app on iOS or Android and assume the app has no cancellation option. This delay puts you at risk of accidental renewal charges. Always cancel through App Store (iOS) or Google Play (Android) if you subscribed there.
Mistake 2: forgetting to cancel before renewal
If you miss your renewal date, you will be charged again. Set a phone reminder for at least three days before your renewal date. This gives you time to cancel without risk of an accidental charge. Yafee recommends checking your billing calendar at the start of each month to track all subscription renewal dates.
Mistake 3: not keeping cancellation proof
If a dispute arises over refunds or billing, you need written evidence of your cancellation request. Always save confirmation emails from Apple, Google, or Ivacy support. Screenshot your cancellation confirmation from the app store settings page. These documents protect you if you need to escalate a complaint to the Commerce Commission.
Mistake 4: confusing cancellation with refund requests
Cancelling your subscription and requesting a refund are separate actions. Cancelling stops future charges but does not automatically issue a refund for what you already paid. If you believe you qualify for a refund under the Consumer Guarantees Act 1993, explicitly request one in your cancellation email or support chat message.
Pricing comparison and plan details
Understanding Ivacy's pricing structure helps you calculate potential refunds and assess whether the service justifies its cost for your needs.
| Plan duration | Annual cost (NZD) | Monthly equivalent | Money-back guarantee |
|---|---|---|---|
| One month | $14.95 | $14.95 | 30 days |
| Three months | $23.85 | $7.95 | 30 days |
| Annual plan | $59.95 | $5.00 | 30 days |
| Two-year plan (if available) | $99.95 | $4.17 | 30 days |
Annual plans offer the lowest monthly cost but commit you to a longer contract. If you are unsure whether Ivacy suits your needs, start with a three-month plan to test the service before committing to a full year. All plans include access to all VPN servers and simultaneous connections.
When to cancel Ivacy
You should cancel Ivacy if the service does not meet your expectations, if you find a more suitable VPN provider, or if you no longer require VPN protection. The Consumer Guarantees Act 1993 also gives you grounds to cancel and claim a refund if the service fails to deliver acceptable quality or reliability.
Signs the service is not working for you
- Connection drops frequently or appears unreliable during use.
- Advertised server locations are unavailable or consistently overloaded.
- Speed is significantly slower than your unencrypted internet connection.
- The app crashes regularly or fails to start.
- You cannot access websites or services you need, even through different servers.
- Customer support is unresponsive to your technical issues.
If you experience any of these problems, document them with screenshots and timestamps. This evidence supports your refund claim under the Consumer Guarantees Act 1993, even if you are outside the 30-day promotional refund period.
Contacting Ivacy for cancellation and support
Ivacy does not maintain a physical office in New Zealand. The company operates from Singapore and handles all cancellations through remote support channels.
Support contact methods
| Contact method | Address or details | Response time |
|---|---|---|
| Email support | [email protected] | 24-48 hours |
| Live chat | Available on Ivacy website (ivacy.com) | During business hours |
| Knowledge base | help.ivacy.com | Self-service articles (no wait time) |
| Corporate headquarters | Singapore (no physical local office in New Zealand) | Not applicable for cancellations |
Use email or live chat for cancellation requests. Email provides a written record of your request, which is important if a dispute arises. Live chat offers faster responses but create a written follow-up email to confirm any agreements made verbally.
Summary and next steps
Cancelling Ivacy requires you to follow different procedures depending on where you purchased your subscription. App Store subscribers cancel through Apple; Google Play subscribers cancel through Google; direct website subscribers email Ivacy support. Each method is straightforward if you know your purchase channel.
Your legal rights are strong under the Consumer Guarantees Act 1993. You can claim a refund not only within Ivacy's 30-day promotional window but also if the service fails to meet acceptable quality standards or does not perform as described. Keep all receipts and correspondence to support any refund claim or escalation to the Commerce Commission.
Yafee specialises in helping New Zealand consumers understand their rights and navigate cancellation processes for software and digital services. If you are unsure about your next step, visit yafee.com to access additional resources on consumer protection and cancellation procedures. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover refunds they were legally entitled to claim. Take action today to stop unwanted charges and protect your account.