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Frequently asked questions
Cancel Mindmetrix: The Right Way
How to cancel Mindmetrix in new zealand and reclaim your subscription rights
What Mindmetrix is and why you might cancel
Mindmetrix is an online mental health assessment platform designed to generate structured clinical reports for licensed practitioners. You complete behavioural and psychological assessments through their website or mobile app, and the results export as detailed reports you can share with a clinician or use for clinical decision-making.
The platform positions itself as a professional tool rather than a consumer diagnostic device, emphasising clinician-facing reporting and integration into mental health workflows. If you subscribed to Mindmetrix and now want to step back, you have clear statutory protections in New Zealand. Yafee has guided thousands of New Zealand consumers through subscription cancellations, and this guide will walk you through your exact rights and next steps.
Where you purchased Mindmetrix
You may have bought Mindmetrix directly from their website, through the Apple App Store, or via Google Play Store. Each purchase location operates under different terms, and identifying where you subscribed determines which cancellation method applies to you. This distinction is crucial because app store subscriptions follow platform rules, whereas direct website purchases fall under Mindmetrix's own terms and New Zealand consumer law.
Common reasons to cancel Mindmetrix
You might cancel because you no longer require regular clinical assessments, you have found an alternative assessment tool that better fits your workflow, the ongoing cost no longer aligns with your budget, or you are dissatisfied with service quality or reporting accuracy. Cancelling promptly prevents recurring charges and restores your financial control. Whatever your reason, Yafee recommends acting decisively once you have decided to end your subscription.
Your consumer rights under new zealand law
New Zealand consumer law provides you with statutory protections when you purchase services like Mindmetrix, protecting you independently of the company's refund policy.
Consumer guarantees act 1993 protections
Under the Consumer Guarantees Act 1993, you hold the statutory right to expect that Mindmetrix will be of acceptable quality, fit for the purpose described, and match the description given at the point of purchase. Acceptable quality means the service must be safe, durable, and capable of performing its intended function without significant defects.
If Mindmetrix consistently fails to generate accurate assessments, crashes during use, or produces reports that clinicians cannot rely upon, the service breaches these guarantees. In such cases, you can claim a refund or remediation even if Mindmetrix's published refund policy is restrictive. The company cannot contract out of these statutory rights, and Mindmetrix's terms do not override legislation.
For example, if you purchased Mindmetrix within the last 30 days and discovered it does not function as described, or if technical faults prevent you from completing assessments, you retain the right to a full refund under the Consumer Guarantees Act.
Statutory rights versus contractual terms
Mindmetrix's refund policy is a contractual agreement between you and the company, but it does not supersede your statutory rights. If Mindmetrix has breached the Consumer Guarantees Act, you can escalate your complaint to the Commerce Commission or pursue dispute resolution independently of Mindmetrix's stated refund terms.
Keep detailed records of any technical issues, error messages, or service failures you experience. Document the date, time, and nature of each problem. These records strengthen your claim if you need to escalate beyond Mindmetrix's support team. Yafee advises that written evidence significantly improves your negotiating position with the company and with regulators.
Your legal position
You have the right to cancel Mindmetrix at any time. If the service breaches the Consumer Guarantees Act, you can demand a full refund regardless of how long you have held the subscription. If Mindmetrix refuses to refund you after a legitimate claim under the Consumer Guarantees Act, you can file a complaint with the Commerce Commission, the primary consumer enforcement body in New Zealand. You may also pursue disputes through the Disputes Tribunal if your claim is under NZD 15,000 (NZD 20,000 if both parties agree).
Methods to cancel Mindmetrix
Your cancellation process depends on your purchase location, so follow the method that matches where you subscribed.
Cancelling a direct website subscription
If you purchased Mindmetrix directly via their website, you must contact their support team because the platform does not offer automated subscription management in your account dashboard.
- Visit the Mindmetrix support or contact page on their website
- Look for "Contact Us", "Support", or "Help" navigation links
- Note down the support email address provided
- Compose a cancellation email to Mindmetrix support
- Include your full name, registered email address, and account order number
- Clearly state: "I request to cancel my Mindmetrix subscription effective immediately"
- Specify the reason for cancellation (optional but recommended for dispute resolution)
- Request written confirmation of the cancellation date
- Send the email from the address associated with your Mindmetrix account
- Keep a copy of the email for your records
- Take a screenshot of the sent message with the timestamp
- Monitor your inbox for a confirmation response within 5 business days
- Mindmetrix should confirm the cancellation date and any refund eligibility
- If you do not receive a response, follow up with a second email referencing the first
- Verify that Mindmetrix has stopped charging your payment method
- Check your bank or credit card statements after the confirmed cancellation date
- If charges continue, dispute the transaction with your bank immediately
Cancelling an apple app store subscription
If you subscribed to Mindmetrix through the Apple App Store on your iPhone or iPad, you cancel through Apple's subscription management system, not through Mindmetrix directly.
- Open the Settings app on your Apple device
- Tap your name at the top of the screen
- Select "Subscriptions" (you may need to tap "iTunes & App Store" first, then "Apple ID")
- Find Mindmetrix in your active subscriptions list
- Scroll through to locate the Mindmetrix entry
- Tap on it to open subscription details
- Tap "Cancel Subscription"
- Apple will ask you to confirm the cancellation
- Select the reason for cancellation from the options provided
- Tap "Confirm" or "Cancel Subscription" again to finalise
- Save the confirmation screen as a screenshot
- Apple displays a cancellation confirmation message
- Capture this screen for your records
- Verify the cancellation on your Apple receipt email
- Apple sends a confirmation email within minutes
- Your subscription will end at the next renewal date unless you cancelled mid-cycle
Cancelling a google play store subscription
If you subscribed to Mindmetrix through the Google Play Store on an Android device, you cancel through Google's subscription system.
- Open the Google Play Store app on your Android device
- Tap your profile icon in the top right corner
- Select "Payments and subscriptions"
- Tap "Subscriptions" from the menu
- You will see a list of all active subscriptions
- Locate Mindmetrix in the list
- Select the Mindmetrix subscription
- A details screen will open showing your subscription plan and next billing date
- Tap "Cancel subscription" at the bottom
- Complete the cancellation flow
- Google will offer you the option to pause or downgrade; select "Cancel"
- You may be asked to provide feedback on why you are cancelling
- Confirm the cancellation by tapping "Yes, cancel subscription"
- Save your confirmation
- Screenshot the final confirmation screen
- Google sends a confirmation email; save this for your records
- Your subscription will end on the date shown in the confirmation
Refund eligibility and timeline
Whether you receive a refund after cancelling depends on when you subscribed and the reason for cancellation.
Refunds for direct purchases within 30 days
If you purchased directly from Mindmetrix within the past 30 days and are dissatisfied with the service, you may qualify for a refund under the Consumer Guarantees Act. Send your cancellation request and include a brief explanation of why the service did not meet your expectations. Mindmetrix may request further details about technical issues or service failures to process the refund.
Refunds for app store purchases
Apple and Google Play operate their own refund policies independent of Mindmetrix. Typically, you can request a refund within 48 hours of purchase through the app store. Once you cancel a subscription, no further charges apply, but refunds for the current billing period depend on the platform's policy. Contact Apple Support or Google Play Support directly if you require a refund rather than a simple cancellation.
Refunds beyond 30 days
After 30 days, refunds are not guaranteed unless the service has breached the Consumer Guarantees Act (for example, it does not function as described, is of unacceptable quality, or causes demonstrable harm). Yafee recommends documenting any service failures in writing and presenting these to Mindmetrix support when requesting a refund. If Mindmetrix refuses, you retain the right to escalate to the Commerce Commission.
Pricing and subscription plans
Understanding what you are paying helps you assess whether cancellation is the right decision and whether a refund claim is justified.
| Plan type | Typical cost | Billing cycle | Cancellation cost |
|---|---|---|---|
| Direct monthly | NZD 29-49 per month | Monthly | No early termination fee |
| Direct annual | NZD 290-490 per year | Annual | No early termination fee; refund depends on reason |
| App Store monthly | Varies by region | Monthly | No early termination fee; refund subject to app store policy |
| Google Play monthly | Varies by region | Monthly | No early termination fee; refund subject to Google Play policy |
| Professional licence (annual) | NZD 499-999 per year | Annual | No early termination fee; eligible for refund if service breaches Consumer Guarantees Act |
After you cancel Mindmetrix
Cancellation does not happen instantly; you must actively monitor the situation to confirm the company has stopped charging you.
Verify the cancellation was processed
Within 3 to 5 business days after you send your cancellation request, Mindmetrix should confirm that your subscription has ended. If you cancelled via the app store, the confirmation arrives within minutes. Check your email inbox (and spam folder) for the cancellation notice.
Check your payment method
After the confirmed cancellation date, review your bank account and credit card statements. Verify that Mindmetrix has not charged you again. If you see a charge after the cancellation date, contact your bank or card provider immediately to dispute the transaction. Yafee advises that disputing unauthorised charges through your bank is often faster than negotiating with the company.
Delete your account data (optional)
Cancellation stops your subscription, but it does not automatically delete your assessment data or account. If you want Mindmetrix to remove your personal information, contact their support team and request data deletion. Under the Privacy Act 2020, you have the right to request deletion of your personal data held by Mindmetrix, though the company may retain some information for legal compliance purposes.
Request written confirmation
Keep the cancellation confirmation email from Mindmetrix or the app store in a dedicated folder. This proof is essential if you need to dispute a charge or escalate a complaint to the Commerce Commission. Yafee recommends saving all correspondence related to your subscription and cancellation.
Common mistakes to avoid during cancellation
Cancelling a subscription is straightforward, but a few missteps can delay the process or leave you vulnerable to unwanted charges. Stay organised and you will have no difficulty.
Mistake 1: only deleting the app without cancelling the subscription
Removing the Mindmetrix app from your device does not cancel your subscription. Charges will continue until you formally cancel through Mindmetrix support (for direct purchases) or the app store. Always cancel the subscription first, then delete the app if you wish.
Mistake 2: failing to follow up if you do not hear back
If Mindmetrix does not respond to your cancellation email within 5 business days, send a follow-up email referencing your original request. Include the date of your first email and ask for confirmation of cancellation status. Persistence ensures the company processes your request rather than allowing it to languish unanswered.
Mistake 3: not saving proof of cancellation
Screenshot every cancellation confirmation screen and save all emails from Mindmetrix or the app store. If a dispute arises later, you will need this proof to show the company cancelled your subscription on a specific date. Without documentation, your word stands against the company's records.
Mistake 4: cancelling mid-billing cycle without understanding refund terms
If you cancel mid-month or mid-year, you may not receive a refund for the unused portion unless the service breached the Consumer Guarantees Act. Before you cancel, contact Mindmetrix support and ask explicitly: "Am I eligible for a refund of the unused portion of my current billing period?" Document their response.
If Mindmetrix refuses to refund you
If you believe your cancellation qualifies for a refund and Mindmetrix declines, you have escalation routes available under New Zealand consumer law.
Document your case
Gather all evidence supporting your refund claim. This includes screenshots of service errors, descriptions of technical failures, dates when the service did not perform as described, communication with Mindmetrix support, and any other documentation showing the service breached the Consumer Guarantees Act. Written records significantly strengthen your position.
Escalate to Mindmetrix management
If Mindmetrix support refuses your refund, send a formal letter or email to the company's management. Address it to "Customer Service Manager" or use any management contact information listed on their website. Clearly state your Consumer Guarantees Act claim and provide your supporting evidence. Give the company 14 days to respond.
File a complaint with the commerce commission
The Commerce Commission is New Zealand's primary consumer protection authority. If Mindmetrix does not resolve your dispute, lodge a complaint with the Commission online at www.comcom.govt.nz. Provide your documentation and explain why you believe the company has breached the Consumer Guarantees Act. The Commission will investigate at no cost to you.
Pursue the disputes tribunal
If your claim is under NZD 15,000 (or NZD 20,000 if both parties agree), you can apply to the Disputes Tribunal. This forum offers faster, cheaper dispute resolution than court. Visit www.disputes.govt.nz to learn how to apply. You do not need a lawyer, and the tribunal's decision is binding.
Checklist for cancelling Mindmetrix
Use this checklist to ensure you complete every step correctly.
- Identify where you purchased Mindmetrix (website, Apple App Store, or Google Play Store)
- Gather your account details (email address, order number, registered name)
- Send your cancellation request to the correct address or support channel
- Include a clear statement: "I request to cancel my subscription effective immediately"
- Take screenshots of all confirmation screens and save cancellation emails
- Wait for written confirmation from Mindmetrix or the app store (within 5 business days for direct purchases)
- Verify on your next billing date that no charge appears on your bank account or card
- If a charge appears after the confirmed cancellation date, contact your bank to dispute it
- Keep all documentation (cancellation confirmation, billing statements, correspondence) for at least one year
- If a refund is due but Mindmetrix refuses, file a complaint with the Commerce Commission
Comparison: cancel now versus waiting
Deciding when to cancel depends on your circumstances and the value of immediate action.
| Factor | Cancel now | Wait until renewal |
|---|---|---|
| Immediate refund potential | Within 30 days; eligible for full refund if service is faulty | After 30 days; no refund unless Consumer Guarantees Act breach is proven |
| Cost to you this billing period | Full cost applies unless refund granted | Full cost applies; avoid future charges |
| Administrative effort | Contact Mindmetrix support now | Wait until near renewal date; contact Mindmetrix support then |
| Risk of unwanted renewal | Eliminated immediately upon confirmation | Subscription renews automatically; you must cancel before renewal date |
| Refund timeline | Typically 7-14 business days if eligible | Not applicable; cancellation only stops future charges |
Contact information for Mindmetrix
Mindmetrix does not appear to maintain a New Zealand office, so all cancellations and disputes must be directed to their head office address or online support portal.
Mailing address for cancellation notices
If you require a postal address to send a formal cancellation notice in writing, use the address specified in Mindmetrix's Terms of Service. Yafee recommends sending critical communications via email first, with postal correspondence as a backup. Email is faster and generates an immediate timestamped record.
Support contact
Visit the Mindmetrix website and navigate to their "Contact Us" or "Support" page to locate the current support email address. This address may change, so always verify it directly on their website before sending a cancellation request.
Consumer complaint escalation in new zealand
If Mindmetrix fails to resolve your cancellation or refund dispute:
- Commerce Commission: www.comcom.govt.nz (online complaint form available)
- Disputes Tribunal: www.disputes.govt.nz (for claims under NZD 15,000-20,000)
- Small Claims Tribunal (District Court): www.justice.govt.nz (for larger claims or if tribunal is unsuitable)
Summary and next steps
Cancelling Mindmetrix is a straightforward process once you identify your purchase location and follow the correct cancellation method. You hold statutory consumer rights under the Consumer Guarantees Act 1993, which protect you independently of Mindmetrix's refund policy. If the service has not met the standard of acceptable quality or does not match its description, you retain the right to demand a refund or remediation, even if you subscribed months ago.
Act promptly by contacting Mindmetrix support (for direct purchases) or your app store (for subscription purchases). Document every step, save all confirmations, and verify that charges have stopped after the confirmed cancellation date. If Mindmetrix refuses a legitimate refund claim, escalate to the Commerce Commission.
Yafee has guided thousands of New Zealand consumers through subscription cancellations and disputes, providing clear, legally grounded guidance at every stage. Visit Yafee.com today to access additional resources on consumer rights, contract cancellation strategies, and step-by-step cancellation guides for other services. Yafee is your trusted partner in reclaiming control of your subscriptions and protecting your consumer rights.
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