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Frequently asked questions
Cancel Protonmail: The Right Way
How to cancel Protonmail in new zealand and protect your data
What Protonmail is and why you might want to leave
Protonmail (operated by Proton) is an encrypted email service used by thousands of New Zealanders who value privacy. The platform offers free and paid plans with features like end-to-end encryption, custom domains, and integrated privacy tools such as Proton VPN and Drive on premium tiers.
You might decide to cancel for several reasons: the paid plans are expensive, you need fewer email addresses, or you've found an alternative that better suits your needs. Whatever your reason, Yafee is here to guide you through the cancellation process safely and explain your consumer rights under New Zealand law.
When cancellation makes sense
You should consider cancelling if you're paying for features you no longer use, if the service no longer aligns with your privacy needs, or if budget constraints mean you need to cut back. Downgrading to Protonmail's free tier is also an option if you want to keep a basic encrypted email account without paying.
The key is acting before your next billing cycle. Most cancellations take effect at the end of your paid period, meaning you won't lose access to paid features immediately.
When to keep your Protonmail account
Keep your account if you rely on end-to-end encryption for sensitive communications, use a custom domain for professional purposes, or need the integrated security features. If you use the free tier, cancellation isn't an issue-you can simply stop logging in.
Protonmail pricing in new zealand
Protonmail offers multiple subscription tiers, and pricing differs depending on whether you subscribed directly through the web or via an app store. Understanding your plan helps you know exactly what you're cancelling and what refund you might be entitled to.
| Plan name | Price (NZD) | Billing period | Key features |
|---|---|---|---|
| Mail Free | Free | Ongoing | 1 email address, 500 MB storage, basic encryption |
| Mail Plus (web) | $7.99 approx. | Monthly | 15 GB storage, 10 addresses, custom domain support |
| Mail Plus (app store) | $9.79 | Monthly | 15 GB storage, 10 addresses (app-store commission added) |
| Proton Unlimited (annual, web) | $7.99 per month (billed yearly) | Annual | 500 GB storage, unlimited addresses, VPN and Drive included |
| Professional (family) | Variable | Monthly or annual | Shared storage, 6+ users, business features |
If you subscribed through an app store (Apple App Store or Google Play), your refund and cancellation process differs from direct web subscriptions. Check your original confirmation email to see where you purchased-this matters for your cancellation method.
Your consumer rights under new zealand law
As a consumer in New Zealand, you have protections that Protonmail must honour. Understanding these rights puts you in a stronger position if you encounter problems during cancellation or dispute a charge.
Consumer guarantees act protections
The Consumer Guarantees Act 1993 protects you when you buy goods or services, including digital services like email subscriptions. Under this law, Protonmail must provide services that are of acceptable quality, fit for purpose, and safe.
If Protonmail fails to provide these standards-for example, if you lose access to your emails after cancelling or if the service becomes unstable-you can lodge a complaint with the service provider. If they refuse to help, you can escalate to the Commerce Commission, New Zealand's consumer authority.
Furthermore, Protonmail cannot charge you for a service that doesn't meet these guarantees. If you cancel and the company refuses a refund for unused services, the Commerce Commission can investigate on your behalf.
Your legal position
You have the right to cancel your Protonmail subscription at any time. If you cancel within 14 days of purchase and haven't used the service substantially, you may be entitled to a full or partial refund under consumer law. Protonmail must acknowledge your cancellation request and confirm the end date of your access. If the company disputes your cancellation or refuses to process it, you can lodge a formal complaint with the Commerce Commission.
How to cancel Protonmail on the web
Cancelling your Protonmail subscription via the web is the most direct method and gives you a clear record of your request. Follow these steps to end your paid plan.
Step 1: log in to your account
- Go to protonmail.com and enter your email address and password.
- Complete any two-factor authentication (2FA) if you have it enabled.
- You should now see your inbox and account dashboard.
Step 2: navigate to subscription settings
- Click the settings icon (usually a gear symbol) in the top right corner of the screen.
- Select "Billing" or "Subscription" from the left-hand menu.
- You will see your current plan, renewal date, and payment method.
Step 3: select the cancel or downgrade option
- Look for a "Cancel subscription" or "Downgrade" button on the Billing page.
- Protonmail may ask you why you're leaving-this feedback is optional but helps the company improve.
- Confirm that you want to cancel by clicking the final confirmation button.
Step 4: check your confirmation email
- Protonmail will send you a confirmation email to the address on your account.
- This email contains your cancellation date and confirmation number.
- Save this email as proof of your cancellation request in case you need to dispute a charge later.
How to cancel Protonmail on mobile or via app store
If you subscribed through the Apple App Store or Google Play, you must cancel through the app store itself, not through Protonmail. This is because the app store collects payment, not Protonmail directly.
Cancelling on apple app store (iOS)
- Open the Apple App Store app on your iPhone or iPad.
- Tap your profile icon in the top right corner.
- Select "Subscriptions" from the menu.
- Find "Protonmail" in your active subscriptions list and tap it.
- Tap "Cancel subscription" and confirm your choice.
- Apple will send you a cancellation confirmation to your registered email.
Cancelling on google play (Android)
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Select "Payments and subscriptions" then "Subscriptions".
- Find "Protonmail" and tap it.
- Tap "Cancel subscription" and follow the confirmation steps.
- Google will send you a cancellation confirmation email.
Timeline and what happens after cancellation
Understanding the cancellation timeline helps you plan your transition to a new email provider and protects your important emails. Yafee recommends downloading or backing up your data before your access ends.
Immediate after cancellation
Your subscription cancellation takes effect immediately in Protonmail's system. However, you retain full access to your account and all emails until your paid billing cycle ends. For example, if you cancel on the 15th of the month but your renewal date is the 30th, you have access until the 30th.
At the end of your billing cycle
On your renewal date, Protonmail removes access to paid features. You automatically downgrade to the free plan (if you choose) or lose access entirely. Any emails in folders or storage beyond the free tier's 500 MB limit may become inaccessible.
After access ends
Protonmail retains your account data for a limited period (typically 30 days). After this period, your account and all emails are permanently deleted. You cannot recover emails once this window closes, so back up important messages before your cancellation date.
Refunds and billing disputes
Refund eligibility depends on when you cancel, how long you've used the service, and which subscription tier you purchased. Yafee explains the common scenarios and your options.
Refunds within 14 days of purchase
If you cancel within 14 days of your initial purchase and haven't used the service substantially, you are entitled to a full refund under consumer law. Submit a refund request to Protonmail with your cancellation confirmation number and original purchase date.
Refunds after 14 days
If you cancel after 14 days, Protonmail typically does not offer refunds unless the service failed to meet acceptable standards under the Consumer Guarantees Act. However, you may request a pro-rata refund (refund for the unused portion of your billing cycle) at Protonmail's discretion. Many companies honour this as a goodwill gesture.
How to request a refund
- Log into your Protonmail account and navigate to Settings > Billing.
- Note your subscription plan, purchase date, and cancellation confirmation number.
- Contact Protonmail support by visiting their support centre (protonmail.support or similar) and submitting a refund request.
- Clearly state that you cancelled within 14 days or request a pro-rata refund for unused time.
- Include copies of your cancellation confirmation email and original purchase receipt.
- Protonmail typically responds within 5-7 business days.
If Protonmail refuses your refund
If Protonmail denies your refund request and you believe you are entitled to one under New Zealand consumer law, lodge a complaint with the Commerce Commission. The Commission can investigate and compel Protonmail to refund if the company acted unlawfully. Yafee recommends keeping all correspondence with Protonmail as evidence.
Common mistakes to avoid during cancellation
Cancelling your email subscription is straightforward, but a few missteps can leave you without access to important emails or locked out of your account recovery options. Here are the pitfalls to sidestep.
Not backing up your emails before cancellation
Once your access ends, you cannot retrieve emails from Protonmail's servers. Download or export your emails to a local folder or another email provider before your cancellation date. Protonmail provides export tools in Settings > Tools > Export.
Cancelling through the wrong platform
If you subscribed via the Apple App Store, cancelling through Protonmail's website won't work-you must cancel through the App Store itself. Conversely, if you subscribed on the web, cancelling through an app won't stop web charges. Check your original confirmation email to confirm where you subscribed.
Ignoring the 14-day cooling-off window
If you purchased Protonmail within the last 14 days and haven't used it extensively, request a full refund immediately. After 14 days, your refund rights are much weaker. Act quickly if you're unhappy with the service.
Not saving your cancellation confirmation
Protonmail sends a confirmation email when you cancel. Save this email-it contains your cancellation number and date. If Protonmail charges you again or disputes your cancellation, this email is your proof.
Forgetting to change recovery information
Before you lose access, update your recovery email address and phone number in other accounts that use Protonmail as a recovery method. If Protonmail shuts down your account and you need to recover other accounts, you'll need an alternative recovery contact.
Comparison of Protonmail and alternative email providers
Before you cancel, consider whether another encrypted email service might better suit your needs. The table below compares Protonmail to common alternatives.
| Email provider | Encryption | Free tier | Starting price (NZD) | Jurisdiction |
|---|---|---|---|---|
| Protonmail | End-to-end | Yes (500 MB) | Free or $7.99 | Switzerland |
| Tutanota | End-to-end | Yes (1 GB) | Free or $3.50 | Germany |
| Gmail | TLS only | Yes (15 GB) | Free | United States |
| Fastmail | TLS only | No | $4.00 | Australia |
| Outlook | TLS only | Yes (5 GB) | Free | United States |
If privacy is your priority, Protonmail and Tutanota both offer end-to-end encryption. If cost is the main concern, Gmail and Outlook offer generous free storage but with weaker privacy protections.
After your Protonmail account is closed
Cancellation is not the end of your relationship with Protonmail-you still need to protect your data and manage accounts linked to your old email. Yafee outlines the critical steps to take after your account closes.
Update recovery information on linked accounts
Any account you registered with Protonmail (social media, banking, shopping) will lose access to email notifications and password recovery if you don't update the recovery address. Go through your most important accounts and change the email address to a Gmail, Outlook, or new provider before your Protonmail access ends.
Download or forward important emails
Use Protonmail's export function (Settings > Tools > Export) to download all emails to your computer as an archive. Alternatively, set up email forwarding to a new provider if Protonmail offers this feature at the time of cancellation.
Verify your cancellation with the commerce commission
If Protonmail charges you after you cancelled, report the charge to the Commerce Commission immediately. Provide your cancellation confirmation email as evidence. The Commission can investigate and recover your money if Protonmail acted unlawfully.
How yafee can help you cancel safely
Yafee is a consumer-focused platform that helps thousands of New Zealanders cancel unwanted subscriptions and manage their digital agreements. Yafee provides step-by-step guides, tracks cancellation deadlines, and ensures you keep evidence of your cancellation requests.
Whether you're cancelling Protonmail, streaming services, or software subscriptions, Yafee has helped thousands of consumers cancel with confidence and recover refunds they're entitled to. Our legal guides are grounded in New Zealand consumer law, and our team monitors changes to your rights so you don't have to.
Why use yafee for your Protonmail cancellation
- Clear, legally grounded step-by-step cancellation guides tailored to New Zealand law.
- Reminders for the 14-day cancellation window so you don't miss your refund deadline.
- Templates for refund requests that reference your consumer rights under the Consumer Guarantees Act.
- Escalation support if Protonmail refuses to cancel or process your refund.
- Database of cancellation addresses and contact details for major service providers.
Protonmail cancellation address and contact details
If you need to cancel in writing or escalate your cancellation dispute, use Protonmail's official cancellation address. This is the postal address listed by Proton for cancellation and revocation of agreements for international customers, including New Zealand.
Proton AG
Chemin de la Cité 9
1200 Geneva
Switzerland
Include your full name, email address, and subscription plan in your letter. Send it via registered post so you have proof of delivery. Alternatively, submit a cancellation request through Protonmail's support portal at their official website.
If Protonmail fails to respond to your cancellation request within 14 days, or if the company continues to charge you after you cancelled, lodge a complaint with the Commerce Commission (www.comcom.govt.nz) and provide a copy of your written cancellation request and all correspondence with Protonmail.
Summary and next steps
Cancelling your Protonmail subscription is a straightforward process when you follow the correct steps for your subscription method. Whether you subscribed on the web or through an app store, you have consumer rights under New Zealand law-including the 14-day cooling-off period and the right to accurate billing.
Back up your emails before your access ends, update recovery information on linked accounts, and save your cancellation confirmation. If Protonmail charges you after you've cancelled or refuses to process your refund, contact the Commerce Commission with your evidence.
Yafee has helped thousands of consumers navigate cancellations like this one, protecting their data and recovering refunds they're entitled to under consumer law. Visit Yafee.com for more guides on cancelling subscriptions safely in New Zealand.