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Frequently asked questions
Cancel Paddle: The Right Way to Get Your Refund
How to cancel Paddle in new zealand and get your refund
Understanding Paddle and why you might cancel
Paddle is a payment platform that processes billing and subscriptions for software merchants worldwide. When you purchase digital products or sign up for a subscription through a merchant's website, Paddle often handles the transaction behind the scenes. You interact with Paddle at checkout, through invoices, and when managing your subscription. As a New Zealand consumer, you have specific legal rights when cancelling with Paddle, and Yafee is here to guide you through every step.
What Paddle does
Paddle acts as the merchant of record for many software sellers. This means Paddle processes your payment, manages billing cycles, handles refunds, and enforces cancellation policies on behalf of the merchant. You do not purchase directly from Paddle; you purchase through a merchant who uses Paddle as their payment processor. Understanding this distinction matters because it affects how you cancel and who you contact first.
Why new zealand consumers cancel Paddle subscriptions
You might cancel because you no longer need the software, you have found a cheaper alternative, the service does not meet your expectations, or you subscribed by mistake. Whatever your reason, Yafee recognises that cancelling should be straightforward and transparent. The good news is that New Zealand consumer law protects you with a statutory 14-day cooling-off period, regardless of what the merchant's terms claim.
Your consumer rights under new zealand law
New Zealand consumer protection law gives you significant power when dealing with Paddle and its merchants.
The 14-day cancellation right
You have the right to cancel any online purchase and request a full refund within 14 days of the transaction, starting the day after purchase. This applies to digital products and subscriptions sold through Paddle. Paddle must refund all payments you have made without deducting fees, and the refund must reach your account within 14 days of your cancellation request. This is not optional; it is a statutory right under the Consumer Guarantees Act 1993 and the Consumer Rights Act 2015.
Your legal position: The 14-day cooling-off period is a non-waivable right. Paddle cannot remove or reduce this protection through its terms and conditions. If the company refuses to honour your cancellation request within this window, you can escalate to the Commerce Commission at www.comcom.govt.nz.
Refunds outside the 14-day window
After 14 days, refunds depend on whether the service has performed as promised. If Paddle or the merchant fails to provide what you purchased, or if the service is defective, you can still claim a refund under consumer guarantee laws. You do not forfeit your rights simply because you are outside the cooling-off period. Keep evidence of any faults, failed features, or misleading promises; these strengthen your case if you need to escalate.
Protection against unfair contract terms
Paddle's terms cannot override your consumer rights. Any clause claiming you forfeit refund rights or waive cancellation protections is unenforceable under New Zealand law. If Paddle or the merchant refuses to honour your 14-day right, you have grounds to lodge a complaint with the Commerce Commission, New Zealand's competition and consumer authority.
Methods to cancel your Paddle subscription
Paddle offers multiple cancellation routes depending on how you purchased and where your subscription is managed.
Cancelling through paddle's online support portal
Most Paddle subscriptions are cancelled via Paddle's official support channels. This is the primary method and typically the fastest route to confirmation.
- Locate your original purchase confirmation email from Paddle or the merchant.
- Look for your order ID and the email address used at purchase.
- Note the next billing date if shown in the email.
- Visit paddle.com/support or the merchant's dedicated support page.
- Search for "cancel subscription" or "manage my subscription".
- Look for a "look up my purchase" or "find my order" tool.
- Enter your order ID and email address when prompted.
- Paddle will display your subscription status and next billing date.
- You will see a "Cancel subscription" or similar button on this page.
- Click to confirm your cancellation.
- Paddle will ask you to confirm the cancellation and may request feedback on why you are leaving.
- Providing feedback is optional but helps Paddle improve.
- Verify your cancellation with a confirmation email.
- Paddle sends a cancellation confirmation to your registered email address.
- Keep this email as proof of your cancellation request.
Cancelling via dashboard or merchant account
If you created an account with the merchant (not directly with Paddle), you may cancel your subscription through that merchant's dashboard.
- Log into the merchant's website or application.
- Use the email address and password you created during sign-up.
- Navigate to "Account", "Billing", "Subscriptions", or "Settings".
- Find your active subscription.
- Look for a list of your current plans or active subscriptions.
- The subscription row should show the billing date and amount.
- Click the "Cancel" button or three-dot menu next to your subscription.
- Select "Cancel subscription" from the dropdown if a menu appears.
- The system may ask you to confirm your cancellation.
- Complete the cancellation flow and save your confirmation.
- The dashboard will show your subscription as "cancelled" or "inactive".
- Screenshot the confirmation page as backup proof.
Contacting Paddle support by email or chat
If you cannot find your subscription through the online portal or dashboard, contact Paddle support directly for assistance.
- Gather your order information.
- Collect your order ID, email address, and the product name.
- Have your purchase confirmation email open or available.
- Visit paddle.com/help or use the live chat feature if available.
- Look for a "Contact us" or "Help" button on the Paddle website.
- Select email or live chat as your preferred contact method.
- Write a clear cancellation request.
- State that you want to cancel your subscription and request a refund if you are within 14 days.
- Include your order ID, email address, and the subscription name.
- Send your request and await a response.
- Paddle support typically responds within 1 to 2 business days.
- Save all email correspondence in a folder for your records.
Refunds and how long they take
Paddle processes refunds according to specific timelines and conditions.
Refund eligibility within 14 days
You are eligible for a full refund if you cancel within 14 days of your purchase. This is your statutory right under New Zealand's Consumer Rights Act 2015. Paddle must process your refund without deducting any fees or charges. The company cannot claim administrative costs or processing fees reduce your refund amount.
Refund processing timelines
Paddle must initiate your refund within 14 days of receiving your cancellation request. However, the time your bank takes to credit the funds back to your account varies. Most refunds appear within 5 to 10 business days, but bank processing can extend this to 14 days. International transactions may take longer depending on your financial institution's policies.
Refunds after 14 days
After the 14-day cooling-off period, refunds are no longer automatic. You can still claim a refund if the service is defective, not fit for purpose, or does not match the merchant's description. You must provide evidence of the fault or misrepresentation. For example, if the software does not have features advertised on the merchant's website, take screenshots as proof. Yafee recommends keeping all promotional materials and your original order confirmation to support any claim outside the standard refund window.
What to do after you cancel
Cancelling your subscription does not immediately end access; take these steps to ensure a complete separation from the service.
Check that your subscription status has changed
Log back into your merchant account or Paddle's portal within 24 hours of your cancellation request. Verify that your subscription now shows as "cancelled", "inactive", or "expired". If the status remains "active" or unchanged after 24 hours, contact Paddle support again with your cancellation confirmation email and order ID. Do not assume the cancellation went through simply because you received a confirmation; visual confirmation in the system provides certainty.
Confirm your refund has been processed
Check your payment method within 5 to 10 business days. Log into your bank's app or online portal and search your transaction history for the refund amount. The refund may appear under Paddle's name or the merchant's name, depending on how your bank displays it. If you do not see the refund after 10 business days, contact Paddle support with your cancellation date, order ID, and payment method details. Ask Paddle for proof of the refund initiation (such as a transaction number) to trace it with your bank if necessary.
Save your cancellation and refund confirmation emails
Store all emails from Paddle and the merchant in a folder titled "Paddle Cancellation" or similar. Include your order confirmation, cancellation confirmation, and refund notification. These emails serve as evidence if you need to escalate a dispute to the Commerce Commission or file a chargeback claim with your bank. Yafee advises keeping these records for at least two years.
Common cancellation mistakes to avoid
Most cancellations proceed smoothly when you follow the correct steps; here are pitfalls that can delay or complicate your request.
Not providing your order ID or purchase email
Paddle support cannot locate your subscription without your order ID or the email address used at purchase. If you contact support without this information, they will ask you for it, which delays your cancellation. Keep your purchase confirmation email accessible before contacting support. Include both the order ID and email in your first message so support can act immediately on your request.
Assuming cancellation is complete without verification
Simply clicking a "cancel" button does not guarantee your subscription is cancelled. Confirm the cancellation by checking your merchant dashboard or Paddle portal within 24 hours. If the status still shows "active", your cancellation did not go through. Contact support immediately with evidence that you attempted to cancel (such as a screenshot or the email confirmation you received).
Requesting a chargeback before contacting Paddle
If you dispute a charge with your bank before requesting a cancellation and refund from Paddle, your bank and Paddle may both reject your claim as a duplicate request. Always request a refund from Paddle first. Only file a chargeback if Paddle refuses your legitimate refund request within 14 days. Yafee recommends exhausting Paddle's refund process before involving your bank, as this strengthens your position if you need to escalate further.
Cancelling immediately before a billing cycle without confirmation
If your next billing date is in the next 24 to 48 hours and you have not yet received a cancellation confirmation, Paddle may still charge you. Request your cancellation in writing (email) and ask Paddle to confirm the exact date and time your subscription was cancelled. If Paddle charges you after your cancellation request, contact support immediately with proof of your request and ask for an immediate refund of that charge.
Pricing and billing information for Paddle
Understanding Paddle's costs helps you decide whether to cancel or upgrade.
| Feature | Details |
|---|---|
| Payment processing fee | Paddle charges merchants (not you) a fee per transaction; this does not affect your refund rights. |
| Subscription billing | Merchants set their own subscription prices; Paddle simply processes the payment. |
| Currency in New Zealand | Paddle displays prices in NZD ($) for New Zealand customers. |
| Tax and GST | Your subscription price includes GST (15%) as required by New Zealand law. |
| Trial periods | Some merchants offer free or discounted trial subscriptions; your 14-day cancellation right applies from the first charge date, not the trial start date. |
| Refund deductions | Paddle cannot deduct fees from your refund within the 14-day cooling-off period; your refund must be in full. |
Comparing Paddle with other payment processors
If you are considering alternatives to Paddle-based subscriptions, understand how cancellation rights differ across platforms.
| Payment processor | Cancellation method | Refund window | New Zealand compliance |
|---|---|---|---|
| Paddle | Online portal or email support | 14 days (statutory) | Full Consumer Rights Act protection |
| Stripe | Merchant dashboard or Stripe support | Merchant-dependent; statutory 14 days applies | Consumer Rights Act protection applies |
| Gumroad | Creator's account or Gumroad support | 14 days (statutory); creator may set shorter terms | Consumer Rights Act protection applies |
| SendOwl | SendOwl support or dashboard | 30 days (merchant setting); statutory 14 days applies | Consumer Rights Act protection applies |
| FastSpring | Online portal or email support | Merchant-set; statutory 14 days applies | Consumer Rights Act protection applies |
| 2Checkout | 2Checkout support or vendor dashboard | Merchant-dependent; statutory 14 days applies | Consumer Rights Act protection applies |
If Paddle refuses to cancel or refund you
Escalation is your right if Paddle does not honour your cancellation or refund request within the required timeframes.
Document everything before escalating
Save all emails, screenshots, and communication records with Paddle or the merchant. Include the dates you submitted your cancellation request, the dates Paddle responded (if at all), and any refusal messages. Take screenshots of your subscription status showing it remains active after your cancellation request. These records form the foundation of your formal complaint and are essential if you proceed to the Commerce Commission.
Write a formal complaint to Paddle
If Paddle has not refunded you within 14 days of your cancellation request, send a formal letter to Paddle's support email. State your order ID, the date of your purchase, the date you requested cancellation, your refund amount, and the date you expected the refund. Reference the Consumer Guarantees Act 1993 and Consumer Rights Act 2015 as the legal basis for your claim. Give Paddle 5 business days to respond and process your refund. Keep a copy of this letter.
Lodge a complaint with the commerce commission
If Paddle does not resolve your complaint within 5 business days, you can escalate to the Commerce Commission, New Zealand's consumer authority. Visit www.comcom.govt.nz and click "Make a complaint". Provide your order ID, the dates of all communication with Paddle, copies of your cancellation and refund requests, and evidence that Paddle has refused to refund you. The Commerce Commission will investigate Paddle's conduct and can force the company to refund you if it breaches consumer law. This escalation is free and does not require a lawyer.
Key takeaways and next steps
Your right to cancel a Paddle subscription within 14 days is guaranteed by New Zealand law. You do not need permission from the merchant or Paddle to exercise this right, and no contract term can remove or reduce this protection. Follow the cancellation method appropriate to your situation: use Paddle's online portal if you have your order ID, contact the merchant's account dashboard if you registered an account with them, or email Paddle support if you cannot locate your subscription. Save all confirmation emails and verify your refund within 10 business days. If Paddle refuses to honour your request, escalate to the Commerce Commission without hesitation.
Yafee has helped thousands of consumers cancel unwanted subscriptions, understand their rights, and secure full refunds from payment processors like Paddle. Whether you are cancelling within the 14-day cooling-off period or claiming a refund for a faulty service, Yafee's legal framework and step-by-step guidance ensure you navigate the process with confidence. Visit Yafee at yafee.com today to explore cancellation resources for other services and learn more about your New Zealand consumer protections. Yafee is your trusted partner in reclaiming control over your subscriptions and defending your consumer rights.