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Frequently asked questions
Cancel Squarespace: The Right Way
How to cancel Squarespace in new zealand and protect your refund rights
Why you might want to cancel Squarespace
Squarespace is a hosted website builder and ecommerce platform that empowers you to create and manage websites, online stores and blogs without coding knowledge. It delivers drag-and-drop templates, integrated hosting, a content editor and business tools including email campaigns and inventory management.
Whether you are a freelancer, small business owner, creative professional or online store operator, Squarespace can serve you well. However, plans vary significantly in features and cost, and you may find yourself outgrowing the platform, switching to a developer-built solution, or simply not using the service enough to justify the monthly expense. If that describes your situation, this guide will help you understand your cancellation rights under New Zealand consumer law and navigate the process smoothly. Yafee specialises in helping consumers like you understand their contractual obligations and exit options.
Common reasons to leave Squarespace
Creators, freelancers and small business operators use Squarespace for portfolios, blogs and online stores. Personal plans suit solo creators and simple portfolios. Business plans add ecommerce tools and integrations. Commerce plans target serious online retailers with advanced inventory and payment processing. Each tier carries different cancellation rules and refund eligibility, so identifying your current plan is your first step toward a successful cancellation.
Why new zealand consumer law matters to your cancellation
Squarespace's standard terms state they issue no refunds except at their sole discretion or when required by law. That final phrase is crucial: New Zealand law does require refunds in specific circumstances, and this guide will show you exactly where your rights sit. Understanding your local consumer protections before you cancel puts power back in your hands and ensures you do not leave money on the table.
Squarespace pricing in new zealand dollars
Below is a current snapshot of Squarespace plan costs in NZD, showing both annual and month-to-month billing options so you can assess your financial commitment.
Plan pricing and billing cycles
| Plan name | Annual billing (per month) | Month-to-month | Best for |
|---|---|---|---|
| Personal | NZ$27/month | NZ$38/month | Individual portfolios and blogs |
| Business | NZ$38/month | NZ$55/month | Small businesses with basic ecommerce |
| Commerce Basic | NZ$45/month | NZ$60/month | Online stores with standard features |
| Commerce Advanced | NZ$79/month | NZ$110/month | High-volume retailers |
| Commerce Premium | NZ$165/month | NZ$220/month | Enterprise-scale ecommerce operations |
Notice the significant difference between month-to-month and annual billing rates. If you are on an annual plan and considering cancellation, your refund entitlements may be tighter than you expect. Yafee recommends checking your current billing cycle and renewal date before you proceed, so you understand exactly when your next charge falls due.
Hidden costs beyond your plan fee
Squarespace plans do not include domain registration, premium email forwarding or advanced SSL certificates (though basic SSL is included). If you purchased a domain through Squarespace, cancelling your plan does not automatically cancel the domain; you will continue to pay renewal fees unless you actively remove it or transfer it elsewhere. Before you cancel, log into your account and check your domain settings so you are not surprised by a renewal charge six months later.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act (1993) and Fair Trading Act (1986) protect you when you buy services like Squarespace, and these protections remain enforceable even if Squarespace's terms say otherwise.
What the consumer guarantees act means for you
Under the Consumer Guarantees Act, all services must be of acceptable quality, fit for purpose, and provided with reasonable care and skill. If Squarespace fails to deliver these guarantees, you have the right to request a refund, repair or replacement, regardless of what the contract terms state. Acceptable quality means the service must work as a reasonable consumer would expect, and fit for purpose means it must do what it was designed to do.
Furthermore, the Fair Trading Act (1986) prohibits misleading or deceptive conduct by service providers. If Squarespace made claims about uptime, features or support that it has not met, you may have grounds to cancel and recover your fees under this legislation.
Your legal position
You have the right to cancel any contract for services within New Zealand consumer protection law. If Squarespace has failed to provide the service at acceptable quality, has misled you about its capabilities, or has failed to provide services with reasonable care and skill, you can request a refund. The Consumer Guarantees Act applies to all consumer transactions in New Zealand, and the burden falls on Squarespace to prove it has met its obligations, not on you to prove a breach.
When the consumer guarantees act protects a refund
You may be entitled to a refund if:
- Squarespace's website builder fails to function reliably or crashes repeatedly;
- Promised features are unavailable or do not work as described;
- Customer support is unavailable or fails to resolve issues within a reasonable timeframe;
- Squarespace has misled you about the service's capabilities in marketing materials or during onboarding;
- The service becomes unsuitable for your business needs due to a material change Squarespace made to features or functionality.
If any of these apply to your situation, document the issue with screenshots or email records and contact Squarespace support in writing to request a refund on the basis that the service breaches the Consumer Guarantees Act.
How to cancel Squarespace step by step
Follow this procedural checklist to cancel your Squarespace account and protect your refund entitlements throughout the process.
Step 1: log into your Squarespace account and check your billing date
Access your Squarespace account using your email address and password. Navigate to Settings, then Billing, and review your active subscription. Note your renewal date, your current plan name and whether you are on annual or month-to-month billing. This information is essential because Squarespace's refund eligibility window depends on when your plan renews.
Step 2: download your website content and export your data
Before you cancel, back up all your website content. Squarespace allows you to export your website as a static HTML file, which preserves your pages, text and images. Go to Settings, then Export, and select Download Website. You can also export your customer list, email subscribers and order history if you run an online store. Store these files on your computer or cloud storage so you retain access even after cancellation.
Step 3: transfer your domain if you own it through Squarespace
If you registered your domain with Squarespace, you have the right to transfer it to another registrar. You will need your domain transfer code (also called an authorisation code), which Squarespace will provide upon request. Contact Squarespace support, request your transfer code, then transfer your domain to a new registrar of your choice. This step prevents Squarespace from renewing your domain after you cancel, which would result in an unwanted charge.
To transfer your domain:
- Contact Squarespace support via in-app chat, email or phone and request your domain transfer code.
- Unlock your domain in your Squarespace account settings (Domains, then select your domain, then unlock).
- Register an account with your new registrar and initiate a domain transfer using your transfer code.
- Complete the transfer, which typically takes 5 to 7 days.
- Only then cancel your Squarespace plan, so you maintain continuous domain ownership.
Step 4: cancel your plan through the Squarespace dashboard
Return to Settings, then select Billing. Locate your active subscription and click Cancel Plan or similar wording (Squarespace's interface may vary slightly). A cancellation form will appear asking you to select a reason for leaving. Choose the reason that best fits your situation; this feedback helps Squarespace improve, and your response does not affect your refund eligibility. Confirm the cancellation by clicking the final confirmation button.
Step 5: request a refund in writing if you qualify
If you believe you qualify for a refund under the Consumer Guarantees Act or Fair Trading Act, submit a written refund request to Squarespace immediately after cancelling. Yafee recommends sending this via email to Squarespace's support address, or through their contact form, with the subject line "Refund request under Consumer Guarantees Act". In your email, state your reason (poor service quality, misled features, unavailability of promised functionality) and reference the specific legislation. Include your account email, subscription dates and any supporting evidence (screenshots of errors, support tickets, email threads).
Step 6: allow time for Squarespace to respond
Squarespace typically responds to refund requests within 5 to 10 business days. If they deny your refund, request an explanation in writing. If you believe their refusal violates consumer law, escalate your complaint to the Commerce Commission, which is New Zealand's consumer protection authority. The Commerce Commission can investigate breaches of the Fair Trading Act and enforce your rights if Squarespace has acted unfairly.
Refund eligibility and timelines
Squarespace does not offer refunds as standard policy, but New Zealand consumer law overrides this position in specific circumstances.
When Squarespace refunds apply
Squarespace will refund fees if you cancel within 14 days of first signing up and have not published a live website. This is Squarespace's voluntary grace period. Outside this window, refunds are not automatic but remain possible if the service breaches consumer law. You must request the refund explicitly and provide evidence of the breach. Yafee advises documenting any service failures, downtime or feature unavailability as proof of a Consumer Guarantees Act breach.
Timeline from cancellation to refund processing
If your refund is approved, Squarespace typically processes it within 7 to 14 business days back to your original payment method. If you paid by credit card, your bank or card issuer may take an additional 2 to 3 business days to post the credit to your account. If you do not see a refund within 21 days of approval, contact your bank and request a trace of the transaction using your cancellation confirmation number.
What happens to your website after cancellation
Once you cancel, your website goes offline immediately or at the end of your billing cycle, depending on when you cancel. If you cancel mid-cycle, your site typically remains live until your next renewal date, at which point it will be taken down. Download all your content before the cancellation date to avoid losing access to images, text or database records.
Common mistakes to avoid when cancelling
Cancelling with confidence means knowing the pitfalls-and steering clear of them.
Mistake 1: assuming all payment methods will process refunds
If you paid Squarespace with a payment method you have since closed (an old credit card, debit card, or bank account), Squarespace may not be able to refund you automatically. Before you request a refund, ensure the payment method on file in your account is active and current. If it is not, update it in your account settings so Squarespace can send your refund without delay.
Mistake 2: forgetting to transfer your domain first
Cancelling your Squarespace plan does not cancel your domain registration. If you do not transfer your domain to another registrar before cancellation, Squarespace will continue to renew it annually and charge you the renewal fee (typically NZ$20 to NZ$40 per year). Transfer your domain before you cancel to maintain ownership without extra costs. Yafee has helped thousands of consumers avoid this costly oversight by checking their domain status before hitting the cancel button.
Mistake 3: not requesting a refund in writing
Squarespace's default position is no refund. If you believe you qualify under consumer law, you must ask for it explicitly, in writing, with evidence. Relying on chat support or hope will not secure your money. Send a formal email or support ticket referencing the Consumer Guarantees Act, describe the service failure, and attach screenshots or records. This creates a paper trail that protects you if you need to escalate to the Commerce Commission.
Mistake 4: cancelling without backing up your website
Once your account is closed, you lose access to your website files, customer data and email records. Squarespace does not retain this data after account closure, so download everything before you cancel. Use the Export feature to download your website as HTML and export your customer lists from your store settings. This is especially critical if you run an ecommerce business and cannot afford to lose order history or contact data.
Mistake 5: missing the 14-day grace period for automatic refunds
If you cancel within 14 days of signing up, Squarespace will refund your full payment automatically, provided you have not published a live website. After 14 days, refunds are discretionary and depend on whether the service breached consumer law. Know your sign-up date and act within this window if you want a hassle-free refund.
What to do after you cancel Squarespace
Cancellation is the beginning of your next step, not the end-so plan ahead.
Update your website or redirect traffic
If you built an audience or customer base through your Squarespace site, inform your visitors before you cancel. Update your email list, social media profiles and business cards with your new website address or contact information. If you are moving to a new platform, set up a redirect from your old Squarespace domain to your new site so you do not lose search engine ranking or visitor traffic. Many website builders, including WordPress, Shopify and Wix, offer free migration services and can import your Squarespace content automatically.
Monitor your bank account for unexpected charges
For the next 30 days after cancellation, monitor your bank account and credit card statements for any charges from Squarespace. If your cancellation did not process correctly or if your domain renewal charged unexpectedly, you will catch it early and can dispute the charge with your bank. Keep your cancellation confirmation email as evidence that you cancelled on a specific date.
Store your refund confirmation and cancellation receipt
When Squarespace processes your refund, you will receive a confirmation email. Download and save this email, along with your original cancellation confirmation. If a dispute arises with your bank or if Squarespace claims you did not cancel, you will have proof in your records. Yafee recommends creating a folder on your computer labelled "Squarespace Cancellation" and storing all related documents there for at least 12 months.
How to escalate if Squarespace refuses your refund
If Squarespace denies your refund request and you believe they have breached the Consumer Guarantees Act or Fair Trading Act, you have formal channels to recover your money.
Step 1: request a written explanation from Squarespace
Reply to Squarespace's refund denial email and ask them to provide a written explanation of why they believe they are not liable to refund you under New Zealand consumer law. Ask them to cite the specific provision of the Consumer Guarantees Act or Fair Trading Act that they rely on to refuse your claim. Their response will form part of your evidence if you escalate to the Commerce Commission.
Step 2: lodge a complaint with the commerce commission
The Commerce Commission is New Zealand's independent consumer protection authority, and it investigates breaches of the Fair Trading Act and Consumer Guarantees Act. Visit www.comcom.govt.nz and select "Complaints" to file a formal complaint against Squarespace. Provide details of your subscription, the service failure or breach, the dates involved, and copies of all written correspondence with Squarespace. The Commerce Commission will contact Squarespace and investigate whether they have acted unfairly. If the Commission finds a breach, it can require Squarespace to refund you and may impose penalties on the company.
Step 3: consider legal action or mediation
If the Commerce Commission's investigation does not lead to a resolution within 60 days, you may pursue the dispute through the Disputes Tribunal (for claims under NZ$15,000) or through civil court. The Disputes Tribunal is a free, informal forum designed for consumer disputes and does not require legal representation. You file a claim, Squarespace is notified, and a tribunal member hears both sides and makes a binding decision. If you win, Squarespace must refund you by the tribunal's order date.
Checklist for a successful Squarespace cancellation
Work through this checklist step by step to ensure nothing is overlooked.
| Action | Deadline | Status |
|---|---|---|
| Log in and note your renewal date | Day 1 | Complete |
| Export and back up your website content | Day 1 | Complete |
| Export customer and order data (if applicable) | Day 1 | Complete |
| Request domain transfer code from Squarespace | Day 1-2 | Complete |
| Transfer your domain to a new registrar | Day 3-10 | Complete |
| Cancel your Squarespace plan via the dashboard | Day 10 | Complete |
| Submit written refund request (if applicable) | Day 11 | Complete |
| Monitor bank account for refund or unexpected charges | Day 12-30 | Complete |
| Escalate to Commerce Commission (if refund denied) | Day 31+ | Complete |
Should you cancel or stay? a comparison
Before you commit to cancellation, weigh your options fairly.
| Factor | Stay with Squarespace | Cancel and move |
|---|---|---|
| Setup and learning time | Already invested; no new learning curve | Must learn new platform; migration takes 2-4 weeks |
| Monthly cost | Ranges from NZ$27 to NZ$220+ | Alternative platforms may cost less or offer better value |
| Website portability | Requires export and manual rebuild elsewhere | Full control; transfer to any platform |
| Feature roadmap | Limited customisation; reliant on Squarespace updates | Choose a platform with features you actually need |
| Customer support | Squarespace support via chat, email, phone | Some alternatives offer better support or community |
| Domain and email lock-in | Domain renews automatically; email tied to Squarespace | Own your domain outright; use any email provider |
Contacting Squarespace: headquarters and support details
If you need to escalate your cancellation or refund request beyond the self-service dashboard, use these contact methods.
Squarespace support channels
Squarespace provides support primarily via in-app chat, email and phone. For cancellations and refund requests, email support is recommended because it creates a written record. Yafee advises sending all formal cancellation and refund requests via email with the subject line "Account cancellation and refund request," so your message is logged and tracked in Squarespace's support system.
If you need to send postal correspondence
Squarespace does not maintain a dedicated postal cancellation address specific to New Zealand. For postal correspondence, contact information would be directed to Squarespace's primary headquarters in the United States. However, all cancellations and refund requests should be submitted through your account dashboard or to Squarespace support via email, which is faster and more reliable than postal mail. If Squarespace fails to respond to your email within 10 business days, escalate your complaint to the Commerce Commission (www.comcom.govt.nz) with a copy of your original email and Squarespace's lack of response as evidence of poor service.
Summary: your path forward
Cancelling Squarespace is straightforward when you follow the legal framework and procedural steps outlined above. Know your rights under the Consumer Guarantees Act and Fair Trading Act, back up your data, transfer your domain, and submit a written refund request if you qualify. If Squarespace refuses, the Commerce Commission has the power to investigate and enforce your rights. Yafee has helped thousands of consumers cancel web services confidently by grounding their actions in law and procedure, and this guide gives you the same tools and knowledge. Start with your billing date, work through the checklist, and reclaim control of your online presence today.