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Frequently asked questions
Cancel Mindmetrics: Step-by-Step Guide
How to cancel Mindmetrics and protect your refund rights in new zealand
What Mindmetrics is and why you might want to cancel
Mindmetrics is an online assessment platform operated by MINDMETRICS SAS, a French company, that delivers psychological and cognitive evaluations including autism spectrum disorder (ASD), attention-deficit/hyperactivity disorder (ADHD), and intelligence quotient (IQ) testing. The service offers one-off diagnostic reports alongside a paid monthly subscription called Brain Hub, which provides ongoing artificial intelligence-driven insights and personalised reports based on your assessment data.
You may have subscribed to access a specific diagnostic report or to receive continuous AI-powered analysis of your mental health and cognitive patterns. However, many customers discover that subscriptions auto-renew without sufficient warning, charges accumulate across multiple billing cycles, or the service fails to deliver the outcomes promised in marketing materials. If any of these circumstances apply to you, Yafee has created this guide to walk you through cancellation step by step, grounded in New Zealand consumer law.
The critical point: you can cancel Mindmetrics at any time, and New Zealand consumer protection law shields you if the company refuses to honour your rights. This guide shows you exactly how to take control, what your legal position is, and what to do if Mindmetrics resists.
How Mindmetrics charges you
Mindmetrics presents pricing in Australian dollars (AUD) on their website with no automatic conversion to New Zealand dollars (NZD). Your actual charge fluctuates based on the daily AUD-to-NZD exchange rate, which means the amount you pay varies week to week even if the subscription price remains static in AUD terms.
You may have subscribed via three separate channels: directly on mindmetric.ai using a credit card or PayPal; through the Apple App Store on your iPhone or iPad; or through Google Play Store on your Android device. Each platform operates independent billing systems, which means cancellation procedures differ significantly. That's where most customers stumble.
Why you should act immediately
Subscriptions renew automatically on your billing date without mandatory advance notification from Mindmetrics. Every day you delay, you risk incurring another charge. Under Mindmetrics' published terms, recurring subscription charges are not automatically refundable once processed, which means preventing the next charge is infinitely simpler than recovering money after it has been deducted. Time is your most valuable asset right now.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 establish your legal foundation if Mindmetrics behaves unfairly or refuses legitimate cancellation requests.
What the consumer guarantees act covers
Under the Consumer Guarantees Act 1993, all services supplied in New Zealand must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Mindmetrics promises an accurate ADHD assessment but delivers an inaccurate or useless report, you have grounds to demand a refund or correction regardless of what their terms and conditions state.
Furthermore, you hold the statutory right to cancel any contract if the supplier misrepresented what you were purchasing or how the subscription operates. If Mindmetrics obscured the auto-renewal mechanism, buried the cancellation function, or failed to disclose material terms before you paid, that constitutes potential unfair conduct under the Fair Trading Act 1986.
Your legal position: cancellation and escalation rights
You can cancel Mindmetrics at any time during your subscription, without penalty, under the Consumer Guarantees Act. If Mindmetrics refuses a refund you are entitled to under New Zealand law, you can escalate your complaint to the Commerce Commission, New Zealand's consumer watchdog and enforcement body. Yafee recommends you preserve all communications with Mindmetrics-emails, screenshots of web pages, transaction records, and payment confirmations-before you escalate. This documentation becomes critical evidence if a dispute arises.
How to cancel Mindmetrics: step-by-step for each platform
Cancellation mechanics vary depending on which channel processed your subscription, so follow the method matching your situation to avoid missing critical steps.
Cancel via the Mindmetrics website (direct subscription)
If you subscribed directly on mindmetric.ai using a credit card, PayPal, or another payment method, use this method to halt recurring charges immediately.
- Open your web browser and navigate to mindmetric.ai. Log in using the email address and password you registered with.
- Locate your account menu, typically represented by a profile icon, settings gear icon, or "My Account" link positioned in the top right corner of the page.
- Click to open account settings or subscription management options.
- Search for a section labelled "Subscriptions," "Billing," "Manage Subscription," or "Brain Hub."
- Identify your active Brain Hub subscription in the displayed list.
- If multiple subscriptions appear, select the one you wish to cancel.
- Select the option to cancel, pause, or downgrade the subscription-exact wording depends on Mindmetrics' current interface.
- Do not select "skip payment" or "pause" if you intend permanent cancellation.
- Click "cancel subscription" or equivalent terminology.
- Confirm the cancellation when prompted. Mindmetrics may offer a discount to retain you-proceed with cancellation unless you genuinely wish to continue.
- Take a screenshot of the cancellation confirmation page displaying the date and time.
- Check your email inbox (including spam or promotions folders) for a cancellation confirmation email from Mindmetrics within 24 hours.
- If no confirmation arrives, log back into your account and verify the subscription no longer appears in your billing section.
Cancel via apple app store (iOS subscription)
If you subscribed to Mindmetrics through the Apple App Store on your iPhone or iPad, Apple processes your billing independently and you must cancel through Apple's ecosystem, not through Mindmetrics directly.
- On your iPhone or iPad, open the Settings app.
- Do not open the App Store app.
- Tap your name and profile icon at the top of the Settings menu.
- This opens your Apple ID account overview.
- Select "Subscriptions" from the menu options presented.
- If you do not see this option, ensure you are running iOS 13.0 or later.
- Locate "Mindmetrics" or "Brain Hub" in your active subscriptions list.
- If multiple app subscriptions display, scroll to find the correct one.
- Tap on the Mindmetrics subscription entry to view its details.
- The screen will display your renewal date, price, and available actions.
- Select "Cancel Subscription" at the bottom of the details screen.
- Apple will offer options to retain the subscription or confirm cancellation.
- Confirm your decision to cancel.
- Take a screenshot showing "Subscription Cancelled" or the message confirming your cancellation status.
- Your access to Mindmetrics typically continues until the current billing cycle ends, after which the subscription terminates.
Cancel via google play store (Android subscription)
If you installed Mindmetrics on an Android device and subscribed through Google Play Store, Google manages your billing and you must cancel through Google's platform, not Mindmetrics directly.
- On your Android device, open the Google Play Store app.
- Tap the profile icon in the top right corner.
- Select "Payments and subscriptions" from the menu.
- This opens your subscription management centre.
- Tap "Subscriptions" to view your active subscriptions.
- All active subscriptions across all apps will display in a single list.
- Locate and tap "Mindmetrics" or "Brain Hub" from the subscriptions list.
- The details screen will show your renewal date, billing amount in NZD (converted from AUD), and available actions.
- Select "Cancel subscription" or the equivalent option presented on the details screen.
- Google will ask you to confirm your reason for cancellation-provide honest feedback if prompted.
- Confirm the cancellation.
- Take a screenshot of the confirmation message stating "Subscription cancelled" or similar confirmation text.
- Your Mindmetrics access typically continues through the end of your current billing cycle, then terminates automatically.
Pricing comparison and billing transparency
Understanding Mindmetrics' pricing structure helps you assess whether cancellation aligns with your financial situation and identify unexpected charges.
| Assessment or subscription type | Pricing (AUD) | Typical NZD equivalent (estimated) | Billing frequency | Cancellation flexibility |
|---|---|---|---|---|
| Single diagnostic reports (ASD, ADHD, IQ) | AUD $49-$99 | NZD $60-$120 | One-off charge | No cancellation required-already paid |
| Brain Hub monthly subscription | AUD $29.99 | NZD $36-$42 | Monthly, auto-renews | Cancel anytime via app, App Store, or Play Store |
| Brain Hub annual subscription | AUD $199.99 | NZD $245-$280 | Annual, auto-renews | Cancel anytime; refund eligibility depends on time elapsed |
| Apple In-App Purchase (Brain Hub) | NZD variable | Converted by Apple in real time | Monthly or annual | Cancel through Apple Settings, not Mindmetrics |
| Google Play In-App Purchase (Brain Hub) | NZD variable | Converted by Google in real time | Monthly or annual | Cancel through Google Play Store, not Mindmetrics |
| Direct website subscription (card or PayPal) | AUD $29.99 | NZD $36-$42 | Monthly, auto-renews | Cancel via mindmetric.ai account dashboard |
Note: NZD equivalents are estimates based on typical AUD-to-NZD conversion rates and vary daily. Your actual charge depends on the exchange rate on your billing date. Apple and Google convert currency automatically using their own rates, which may differ from market rates.
What happens after you cancel
Cancellation does not mean immediate loss of access-understanding your access timeline prevents confusion and unwanted charges.
Your access period post-cancellation
When you cancel, Mindmetrics typically honours your subscription through the end of the current billing cycle. If your billing date is the 15th of each month and you cancel on the 5th, you retain full access until the 15th. After that date, your account locks and you cannot log in or access Brain Hub insights.
Consequently, you should download or export any reports, data, or insights you wish to keep before access expires. Mindmetrics does not guarantee data preservation after cancellation, and the company may delete your account and associated files without notice once your subscription ends.
Checking your cancellation status
Log into your account on mindmetric.ai (or via your app) one week after cancellation to confirm the subscription no longer appears in your billing section. If the subscription still displays as active or shows a pending renewal charge, contact Mindmetrics immediately via their support email (contact details appear in the final section below).
Review your bank or credit card statements for the next 60 days to verify no further charges appear. If an unexpected charge occurs after cancellation, contact your bank immediately and report it as an unauthorised transaction. You can then escalate to the Commerce Commission with proof of cancellation and evidence of the unauthorised charge.
Refunds: what you can claim and how to pursue them
Mindmetrics' published terms state that recurring subscription charges are not automatically refundable once debited. However, New Zealand consumer law gives you grounds to claim refunds in specific circumstances, regardless of what Mindmetrics' terms say.
When you can claim a refund
Under the Consumer Guarantees Act 1993, you can pursue a refund if: the service was not of acceptable quality; the service was not fit for purpose; or Mindmetrics misrepresented material facts about the subscription or cancellation process. For example, if Mindmetrics charged you but did not deliver the Brain Hub insights promised, or the assessment reports contained errors, you have grounds to demand repayment.
Furthermore, if you cancelled but Mindmetrics charged you anyway, that charge is unlawful and you can demand a full refund under the Fair Trading Act 1986.
How to request a refund from Mindmetrics
Send a formal refund request email to Mindmetrics' support address (listed in the contact section below). Include: your account email address; your subscription start and end dates; the amount in NZD and AUD; your reason for requesting a refund (service quality, non-delivery, cancellation not honoured, or misleading terms); and copies of any relevant screenshots or transaction records. Request a response within 14 days.
If Mindmetrics refuses or does not respond within 14 days, escalate your complaint to the Commerce Commission online at www.comcom.govt.nz, or contact them directly. Provide the same documentation and explain what Mindmetrics failed to do. The Commerce Commission investigates breaches of consumer law and can compel refunds.
Common mistakes to avoid during cancellation
Cancellation appears straightforward, but small oversights can leave your subscription active and charges accumulating-stay alert to these pitfalls.
Mistake 1: pausing instead of cancelling
Many subscription platforms offer a "pause" option alongside cancellation. Pausing temporarily stops charges but keeps your subscription alive and scheduled to resume automatically. After a set pause period (often 30-90 days), billing resumes without your intervention. If you do not intend to return to Mindmetrics, select cancel, not pause.
Mistake 2: cancelling through the wrong platform
If you subscribed via the Apple App Store, cancelling through mindmetric.ai's website will not work-Apple processes your billing independently. Similarly, Google Play Store subscriptions require cancellation through Google, not through Mindmetrics. Verify which channel processed your subscription before cancelling.
Mistake 3: not confirming cancellation in writing
Screenshots and confirmation emails constitute your proof of cancellation. If you receive no confirmation email within 24 hours, request written confirmation from Mindmetrics' support team. This documentation becomes essential if an unauthorized charge appears later or if you need to escalate to the Commerce Commission.
Mistake 4: assuming cancellation prevents the next charge
Cancellation takes effect immediately in most cases, but payment processors sometimes process charges that were initiated before you cancelled. If a charge appears 24-48 hours after you cancelled, contact your bank and dispute it as an unauthorised transaction. Then notify Mindmetrics and request a refund. Yafee advises keeping all cancellation confirmation evidence for at least 90 days.
Comparison table: direct website vs. app store cancellations
Each cancellation method operates under different terms and billing systems, which affects refunds, access periods, and dispute resolution options.
| Aspect | Direct website (mindmetric.ai) | Apple App Store | Google Play Store |
|---|---|---|---|
| Cancellation location | Mindmetrics account dashboard | Apple Settings app on your iOS device | Google Play Store app on your Android device |
| Processing time | Immediate | Immediate | Immediate |
| Access continuation | Through end of current billing cycle | Through end of current billing cycle | Through end of current billing cycle |
| Refund claims processed by | Mindmetrics customer support | Apple customer support (Mindmetrics cannot override) | Google customer support (Mindmetrics cannot override) |
| Escalation route if refused | Commerce Commission (New Zealand) | Commerce Commission (New Zealand) via Apple's record | Commerce Commission (New Zealand) via Google's record |
| Evidence required for dispute | Screenshot of cancellation confirmation; email confirmation | Screenshot of Settings confirmation; Apple receipt email | Screenshot of Play Store confirmation; Google receipt email |
Escalating to the commerce commission if Mindmetrics refuses
If Mindmetrics ignores your cancellation request, denies a refund you are entitled to, or charges you after you cancelled, the Commerce Commission is your formal resolution channel and enforcement body.
When to escalate
Contact the Commerce Commission if: Mindmetrics failed to cancel your subscription despite your written request; Mindmetrics charged you after you cancelled; Mindmetrics refuses a refund for a service that failed to meet Consumer Guarantees Act standards; or Mindmetrics ignored your refund request for more than 14 days.
How to lodge a complaint with the commerce commission
Visit www.comcom.govt.nz and select "Make a complaint" or "Consumer complaint." Provide your name, contact details, Mindmetrics' business details (MINDMETRICS SAS, France), your account email, subscription dates, amounts charged (in both AUD and NZD), and a detailed account of what Mindmetrics failed to do. Attach screenshots, cancellation confirmations, payment records, and all correspondence with Mindmetrics. Submit your complaint online-the Commission typically acknowledges receipt within 2 working days.
The Commerce Commission investigates breaches of the Consumer Guarantees Act and Fair Trading Act. If the Commission determines Mindmetrics acted unfairly, it can compel the company to issue refunds, cease misleading conduct, or pay penalties. This process typically takes 4-12 weeks depending on complexity.
Contact information and cancellation address
If you need to contact Mindmetrics directly or submit formal cancellation requests, use the following details:
Company: MINDMETRICS SAS
Registered office: France (postal address not publicly listed)
Website: mindmetric.ai
Support email: Contact via the "Help" or "Contact Us" link on mindmetric.ai (no direct email address is publicly published)
Escalation route: Commerce Commission, www.comcom.govt.nz, or phone 0800 943 600
For formal cancellation requests or disputes, send written correspondence to the support email address via the website contact form or in-app help function. Request a delivery receipt and keep copies of all outgoing communications.
Final steps: securing your cancellation
Cancellation is irreversible once confirmed, so take these final actions to ensure Mindmetrics honour your request and protect yourself from future charges.
First, take screenshots of your cancellation confirmation page and save your confirmation email permanently. Store these in a folder labelled "Mindmetrics Cancellation" on your computer or cloud storage. Second, set a calendar reminder for 30 days after cancellation to check your bank or credit card statement and confirm no further charges have appeared. Third, log into your account one week post-cancellation to verify the subscription no longer displays in your billing section. If it does, contact Mindmetrics immediately and escalate to the Commerce Commission if they do not respond within 5 working days.
Yafee has helped thousands of consumers cancel subscriptions like Mindmetrics and navigate refund disputes using New Zealand consumer law. You hold statutory rights under the Consumer Guarantees Act and Fair Trading Act, and Yafee's step-by-step process ensures you exercise those rights confidently. If Mindmetrics resists, the Commerce Commission stands behind you. Document everything, follow the cancellation method matching your subscription channel, and you will regain control of your billing. Yafee's mission is to make cancellation transparent, legal, and fair for every New Zealand consumer. Visit Yafee today to explore cancellation guides for hundreds of services, or contact Yafee if you need further guidance on your consumer rights.