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Frequently asked questions
Cancel Scanguard: The Right Way
How to cancel Scanguard and take back control of your device
What Scanguard is and why cancellation matters
Scanguard is a subscription-based security and system-optimisation tool designed to protect your devices from malware, phishing attacks, identity theft, and other digital threats. It operates across multiple platforms, including direct web purchases and mobile app stores such as Apple App Store and Google Play. If you have decided Scanguard no longer meets your needs, or you have found an alternative solution that works better for you, cancelling promptly prevents unwanted recurring charges. Yafee has helped thousands of New Zealand consumers navigate cancellation with confidence and clarity.
Where you purchased Scanguard determines your cancellation path
You may have purchased Scanguard directly through its website, or via Apple App Store or Google Play. This distinction is critical because the cancellation process, refund eligibility, and applicable terms differ significantly depending on your purchase location. If you bought through an app store, that store's billing and refund policies govern your subscription rather than Scanguard's own terms. Yafee recommends confirming your purchase location before you initiate cancellation, as it determines which support team processes your request and which statutory protections apply.
Why you might choose to cancel
Common reasons for cancellation include discovering that Scanguard's features do not match your security requirements, finding a competing product with better performance or lower cost, experiencing technical issues that the provider refuses to resolve, or simply deciding that the subscription no longer represents value for money. Whatever your reason, New Zealand consumer law guarantees your right to cancel within statutory timeframes and to receive a refund if the service fails to meet its promised standard.
Your consumer rights in new zealand
New Zealand law grants you explicit protections when purchasing digital services like Scanguard.
What the consumer guarantees act protects you
The Consumer Guarantees Act (CGA) and the Fair Trading Act (FTA) are the legal foundations of your right to cancel. Under the CGA, Scanguard must provide its service with reasonable care and skill, and the service must be fit for purpose and match any description or representation made by the provider. The FTA prohibits misleading or deceptive conduct, including false claims about security features, performance, or billing arrangements. If Scanguard breaches these obligations-for example, by failing to detect malware it claims to protect against, or by charging you after you cancelled-you may pursue a refund or cancellation outside Scanguard's standard timeframes. Yafee advises documenting any service failures, misleading marketing, or billing errors before you contact support, as this evidence strengthens your position if a dispute arises.
Your statutory cooling-off period
For digital services purchased directly through Scanguard's website, you hold a statutory right to cancel within 14 days of purchase for monthly, quarterly, or add-on services, and 30 days for annual or biannual plans. This cooling-off period is mandated by consumer protection regulations and is independent of Scanguard's discretionary refund policy. You do not need to provide a reason for cancellation within this window; the law grants you an automatic right. App Store purchases (Apple App Store or Google Play) may operate under different cooling-off periods depending on each platform's terms, but both Apple and Google honour refund requests within a reasonable timeframe if the service fails to meet stated expectations or if you cancel before the first billing cycle completes.
Your legal position when cancelling
You have the right to cancel Scanguard under New Zealand consumer law regardless of whether Scanguard offers cancellation in its terms and conditions. The CGA and FTA establish statutory protections that cannot be overridden by a service provider's agreement. If Scanguard refuses to cancel your subscription or denies you a refund you are legally entitled to, you can escalate your complaint to the Commerce Commission, New Zealand's primary consumer enforcement authority. The Commerce Commission has the power to investigate breaches of the CGA and FTA, and can compel Scanguard to refund your money and cease unfair practices. Yafee recommends keeping all cancellation communications and billing statements as evidence should you need to lodge a formal complaint.
Scanguard pricing and available plans in new zealand
Understanding your current plan and payment structure is essential before you cancel.
Current pricing on the new zealand app store
| Plan name | Price (NZD) | Billing cycle | Key features |
|---|---|---|---|
| Scanguard Mobile Security | $15.49 | Monthly | Malware protection, phishing prevention, identity theft alerts, data breach monitoring |
| Scanguard Mobile Security | $15.49 | Monthly | Covers up to 3 iOS devices |
| Web purchase (annual) | Variable | Yearly | All features plus multi-platform support |
How to verify your current plan and price
Log into your account on the platform where you purchased Scanguard-either the Scanguard website or your app store account-and locate your subscription details. Your billing statement will show the exact plan name, price, and renewal date. If you purchased directly through Scanguard's website, you may have access to annual or multi-year plans not visible on app stores. If you purchased via Apple App Store or Google Play, your plan and pricing appear in your app store account settings under subscriptions or purchases. Screenshot or download your billing history before you cancel, as this serves as proof of the amount you paid and the renewal date. Yafee recommends storing these records for at least 12 months in case you need to dispute a post-cancellation charge.
How to cancel Scanguard: step-by-step methods
Your cancellation process depends on where you purchased Scanguard and whether you are still within the cooling-off period.
Cancel Scanguard purchased directly from their website
If you bought Scanguard through scanguard.com or a direct website purchase, follow these steps to cancel your subscription.
- Navigate to the Scanguard website and log in with your email address and password
- If you cannot remember your password, click "Forgot password" on the login page and follow the reset instructions sent to your email
- Locate your account settings or subscription management page, usually labelled "My Account", "Billing", or "Subscriptions"
- Look for a menu option or dashboard link that displays your active subscriptions
- Select your Scanguard subscription and click "Cancel subscription" or "Manage subscription"
- You may be asked to confirm your cancellation or provide a reason for leaving
- Complete the cancellation process and download or take a screenshot of the confirmation
- The confirmation should include the date of cancellation and the date your access ends
- Save this confirmation to your email or device
- Verify that no further charges appear on your payment method within 5 to 7 business days
- Check your credit card or bank statement to confirm the subscription has ended
- If you are charged again after cancellation, contact Scanguard support with your cancellation confirmation and request an immediate refund
Cancel Scanguard via apple app store
If you subscribed to Scanguard through Apple's App Store on your iPhone or iPad, cancellation occurs directly in the App Store app, not through Scanguard itself.
- Open the App Store app on your iPhone or iPad and tap your profile icon in the top-right corner
- On older iOS versions, you may need to tap "Updates" at the bottom, then your profile icon
- Tap "Subscriptions" from the menu that appears
- This shows all active subscriptions associated with your Apple ID
- Find Scanguard in your list of subscriptions and tap it to open the subscription details
- If you have multiple Apple subscriptions, scroll to locate Scanguard
- Tap "Cancel Subscription" or "Edit Subscription" and choose the option to cancel
- Apple may offer you a discounted renewal rate to encourage you to stay; you can decline this
- Confirm the cancellation and note the date your access ends
- Apple sends a confirmation email to your registered address
- Save this email as proof of cancellation
- Check your Apple ID billing history within 5 to 7 days to confirm no further charges occur
- Open the App Store, tap your profile, then "Account Settings", then "Payment Methods", then "Billing History"
Cancel Scanguard via google play store
If you subscribed to Scanguard through Google Play on an Android device, cancellation is managed through Google Play, not Scanguard directly.
- Open the Google Play Store app on your Android device and tap your profile icon in the top-right corner
- On some devices, this icon appears as three horizontal lines or your account photo
- Tap "Manage your Google Account" or "Subscriptions"
- This navigates you to your Google account management page or subscriptions list
- Select "Subscriptions" from the menu (if not already displayed)
- You see all active subscriptions linked to your Google account
- Tap on Scanguard to open its subscription details page
- Verify the plan name, price, and renewal date
- Tap "Cancel Subscription" and confirm your decision
- Google Play will ask you why you are cancelling; this is optional but useful feedback
- Confirm the cancellation date and retain evidence of the cancellation
- Google sends a confirmation email
- Screenshot the cancellation page before exiting
- Monitor your Google Play billing history over the next 5 to 7 days to ensure no further charges appear
- Return to your Google account and check "Payments and subscriptions" section
Cancel Scanguard by contacting customer support directly
If the online cancellation methods above do not work, or if you encounter error messages or technical barriers, you can request cancellation by contacting Scanguard's customer support team directly.
- Collect your account information, including your email address, subscription start date, and billing amount
- Have your purchase receipt or billing statement ready
- Locate Scanguard's contact details
- Check their website for a "Contact us" or "Support" page
- Look for an email address, phone number, or live chat option
- Send a cancellation request via email or submit it through their support portal, clearly stating:
- "I wish to cancel my Scanguard subscription effective immediately"
- Your email address and the email address associated with your account (if different)
- Your subscription plan name and the date you subscribed
- Request written confirmation of the cancellation and any applicable refund
- Expect a response within 5 to 10 business days
- If Scanguard does not respond, follow up with a second email marked "Follow-up cancellation request"
- Once you receive confirmation, verify that no further charges occur within 7 to 10 days
- Check your payment method and app store account
- If you are charged after confirming cancellation, save the cancellation email and file a dispute with your bank or credit card company
- You can also lodge a complaint with the Commerce Commission if Scanguard refuses to honour the cancellation
Refunds and what to expect after cancellation
Refund eligibility depends on when you cancel and the reason for your cancellation.
Cooling-off period refunds (first 14 or 30 days)
If you cancel within 14 days of purchase for monthly plans, or within 30 days for annual plans, you are entitled to a full refund under New Zealand consumer law. This applies regardless of whether Scanguard's terms offer a refund; the CGA overrides any commercial terms. Request your refund explicitly when you cancel by stating: "I am cancelling within the statutory cooling-off period and request a full refund of the subscription price." Scanguard must process the refund to your original payment method within 14 days of receiving your cancellation request. If you paid via Apple App Store or Google Play, refunds are issued by those platforms, not by Scanguard, and typically appear within 5 to 10 business days.
Refunds outside the cooling-off period
After the cooling-off period expires, Scanguard has no legal obligation to refund you unless the service failed to perform as promised or you can demonstrate that Scanguard misled you about its features or capabilities. If the service genuinely did not protect your device as advertised, or if it ceased to work shortly after you subscribed, you can request a refund citing breach of the CGA. Document any failures with screenshots, timestamps, and descriptions of malware or threats that Scanguard failed to detect. Send this evidence to Scanguard support and request a goodwill refund, citing the CGA breach. Yafee has observed that many providers refund claims outside the cooling-off period if you provide clear evidence of service failure.
What happens to your access after cancellation
When you cancel, your access to Scanguard features ends on the renewal date, not immediately. For example, if you subscribed on 15 January for a monthly plan and cancel on 20 January, your access continues until 15 February. Some providers allow access to end immediately on cancellation if you pay a small early termination fee; check with support if you need your access to end sooner. After your final access date, you can uninstall the Scanguard app from your device. Your personal data associated with the subscription is typically deleted by Scanguard within 30 days of cancellation, although you can request faster deletion under the Privacy Act 2020. Yafee recommends verifying that Scanguard has closed your account and deleted your data by logging in 30 days after cancellation; if you can still access your account, contact support and request confirmation of data deletion.
Common mistakes when cancelling and how to avoid them
Cancelling can feel daunting, but knowing what pitfalls to avoid protects your money and your legal rights.
Uninstalling the app without cancelling the subscription
The most frequent cancellation error is removing the Scanguard app from your device without actively cancelling the subscription. Deleting the app does not stop your recurring charges; your subscription remains active in your app store or Scanguard account, and you will continue to be billed monthly. Before you uninstall, always cancel the subscription through your account settings or app store first, obtain written confirmation, then verify that no charges occur for at least 7 days. Only then uninstall the app.
Attempting to cancel through the wrong platform
If you purchased via Apple App Store, you must cancel through Apple's app, not by contacting Scanguard directly. Similarly, Google Play subscriptions cancel through Google Play, not Scanguard. Many users waste days emailing Scanguard support to cancel an App Store purchase, when the only effective method is to cancel in the App Store itself. Before you reach out to support, verify your purchase location. Check your email for a receipt from Apple, Google, or Scanguard to confirm where you bought the subscription.
Missing the cooling-off period deadline
The 14-day cooling-off period begins on the date you purchase the subscription, not on the date of first use. If you do not actively cancel within this window, you lose your automatic refund right and must prove service failure to claim a refund. Mark your calendar or set a phone reminder for 13 days after purchase to ensure you cancel in time if you are unsure about keeping the service. If you discover an issue with Scanguard after the cooling-off period has passed, document it immediately and contact support; you may still succeed with a refund claim if you can demonstrate that the service failed at the point of purchase.
Failing to keep cancellation evidence
Always retain proof that you cancelled, including cancellation confirmation emails, screenshots of cancellation pages, and your billing history showing the final charge date. If Scanguard charges you after cancellation-a not-uncommon error-you will need this evidence to dispute the charge with your bank or file a complaint with the Commerce Commission. Do not delete cancellation emails for at least 12 months after cancellation.
What to do if Scanguard continues charging you after cancellation
If a charge appears on your payment method after you cancelled, take immediate action.
Step one: contact Scanguard and request a refund
Email Scanguard support with the subject line "Request for refund following cancellation" and include your cancellation confirmation, the date of the unwanted charge, the amount, and your request for an immediate refund. Provide a deadline of 10 business days for response. If Scanguard does not respond or refuses to refund, proceed to step two.
Step two: dispute the charge with your bank or credit card company
Contact your bank or credit card provider and report the charge as unauthorised or disputed. Provide your cancellation confirmation as evidence that you did not authorise the renewal charge. Most banks offer chargeback protection for unauthorised recurring charges and will typically refund you within 10 to 15 business days. Retain all correspondence between you and your bank.
Step three: lodge a complaint with the commerce commission (if necessary)
If Scanguard refuses to refund a post-cancellation charge and your bank is unable to help, you can file a complaint with the Commerce Commission. Visit www.comcom.govt.nz and use their online complaint form or contact them directly. Provide your cancellation evidence, proof of the unauthorised charge, and details of your attempts to resolve the issue with Scanguard and your bank. The Commerce Commission investigates breaches of the Fair Trading Act, which includes misleading billing practices, and can compel Scanguard to refund you and cease the unfair practice. Yafee recommends keeping detailed notes of every action you take, as this strengthens your complaint.
Comparison: cancelling Scanguard versus alternatives
Understanding how Scanguard's cancellation process compares to other security providers helps you make informed decisions in future.
| Provider | Cancellation method | Cooling-off period | Refund outside cooling-off |
|---|---|---|---|
| Scanguard | Online portal, app store, or email | 14 days (monthly); 30 days (annual) | Only if service failed |
| Norton Antivirus | Online portal or phone support | 60 days (all plans) | Refund within cooling-off only |
| McAfee Total Protection | Online portal or customer service | 30 days (all plans) | Refund within cooling-off only |
| Kaspersky | Online account or email | 30 days | Refund within cooling-off only |
| Bitdefender | Online account management | 30 days (all plans) | Refund within cooling-off only |
Key takeaway
Scanguard's cooling-off period matches industry standards, but many competitors offer longer cooling-off windows (60 days for Norton). If you are comparing Scanguard to alternatives, note whether the competitor offers a longer cooling-off period, as this gives you more time to test and cancel without financial risk. Regardless of provider, always cancel within the cooling-off period if you are unsure about keeping the service, as this guarantees a refund.
Your post-cancellation checklist
Use this checklist to ensure your cancellation is complete and no further charges will occur.
| Task | Status | Date completed |
|---|---|---|
| Obtain written cancellation confirmation | Completed / Pending | |
| Screenshot cancellation page or save confirmation email | Completed / Pending | |
| Verify no charge occurs 7 days after cancellation | Completed / Pending | |
| Verify no charge occurs 14 days after cancellation | Completed / Pending | |
| Uninstall Scanguard app from your device | Completed / Pending |
Contact details and postal address for Scanguard
Scanguard does not maintain a publicly listed postal address for New Zealand customers. The only published postal address on record is located in the United Kingdom. For cancellation and support queries, contact Scanguard through their online support portal on their website, or via email. If you need to escalate a complaint beyond Scanguard, contact the Commerce Commission at Level 23, 22 Fanshawe Street, Auckland 1010, New Zealand, or visit www.comcom.govt.nz. You can also submit a complaint online through their website without visiting in person. Yafee has helped thousands of consumers resolve disputes with overseas service providers by lodging complaints with the Commerce Commission, which has the authority to enforce New Zealand consumer law against international companies operating in New Zealand.
Summary: cancelling Scanguard in three steps
Your cancellation process is straightforward if you follow the correct method for your purchase platform. First, identify where you bought Scanguard-direct website, Apple App Store, or Google Play. Second, cancel through that platform using the step-by-step instructions above, and save your confirmation. Third, verify within 7 to 14 days that no further charges occur on your payment method or app store account. If unwanted charges appear, dispute them with your bank or lodge a complaint with the Commerce Commission. You have legal rights under the Consumer Guarantees Act and the Fair Trading Act that protect you throughout this process. Yafee's mission is to empower New Zealand consumers with clear, actionable guidance on cancellation and consumer rights, and we encourage you to reach out if you encounter obstacles that these steps do not resolve. Cancelling Scanguard should take no more than 10 minutes, and your refund should arrive within 14 days if you cancel within the cooling-off period. Take action today and reclaim control of your subscription and your device.
Important warning
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