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Frequently asked questions
Cancel Timely: The Right Way to Reclaim Your Freedom
How to cancel Timely and keep control of your appointment scheduling
What Timely is and why cancellation matters
Timely is a cloud-based appointment scheduling and business management platform designed for service businesses across New Zealand. It handles online bookings, client management, payment processing and staff coordination through web and mobile apps (iOS and Android). Whether you manage a salon, personal training studio, consulting practice or any service-based operation, Timely automates the scheduling work that would otherwise consume hours each week.
You might decide to cancel for several legitimate reasons. Your business needs may have evolved beyond Timely's feature set, you've found a competitor with better pricing, or you're consolidating tools into a single integrated platform. Whatever your situation, New Zealand consumer law protects your right to cancel with transparency and without hidden obstacles. At Yafee, we help business owners across New Zealand navigate subscription cancellations, and we've built this guide to ensure you understand your legal position before you take action.
Why understanding your cancellation rights matters
Many software providers make cancellation deliberately difficult, hoping you'll abandon the process and continue paying. The Consumer Guarantees Act 1993 (CGA) - New Zealand's primary consumer protection legislation - gives you the right to cancel services that don't meet your needs, provided you follow the correct procedure within the timeframe specified in your contract. Yafee specialises in helping subscribers understand these rights and exercise them confidently.
What this guide covers
This resource walks you through Timely's pricing structure, explains your cancellation options under New Zealand law, provides step-by-step cancellation instructions, clarifies what happens to your data, and addresses refund eligibility. We'll also flag common mistakes that delay cancellation and leave you liable for unexpected charges. By the end, you'll know exactly how to cancel Timely and avoid the traps that catch unprepared business owners.
Timely's pricing structure in new zealand
Timely operates a tiered subscription model tailored to different business sizes and complexity.
Your exact cost depends on your plan level, the number of staff members you add, and any premium integrations you enable. New Zealand businesses pay in NZD, and Timely calculates charges monthly or annually depending on your chosen billing cycle. Monthly plans offer flexibility; annual plans typically offer a discount but lock you into a longer commitment.
| Plan level | Ideal for | Core features | Typical use case |
|---|---|---|---|
| Basic | Solo practitioners and small teams | Online booking, client records, basic payment collection | Independent therapists, tutors |
| Standard | Growing service businesses | Staff management, reporting, third-party integrations | Multi-therapist clinics, training studios |
| Premium | Medium-sized operations | Custom branding, priority support, advanced analytics | Regional beauty groups, consulting firms |
| Enterprise | Large multi-location businesses | White-label options, dedicated support, API access | National chains, franchise operators |
Log into your Timely account and navigate to Billing or Subscription Settings to see your current plan, monthly charges, and renewal date. This information is essential before you initiate cancellation, as it determines your refund eligibility under your specific contract terms and New Zealand consumer law.
Your consumer rights and legal position
The Consumer Guarantees Act 1993 and the Fair Trading Act 1986 establish your baseline rights as a business consumer purchasing software services in New Zealand.
Your legal position under the consumer guarantees act
The CGA guarantees that services (including software subscriptions) will be rendered with due care and skill, fit for a particular purpose if disclosed, and completed within a reasonable time. If Timely fails on any of these points - for example, if the platform is genuinely unfit for your business needs - you have grounds to cancel and potentially claim a refund. However, you must act within a reasonable timeframe and document the failure clearly. Yafee recommends keeping records of any support tickets or complaints you've submitted to Timely regarding service performance.
If you're simply unhappy with the service but it performs as described, the CGA does not automatically entitle you to a refund. Nevertheless, your contract terms may include a cancellation clause that permits early termination, often with notice requirements or early termination fees. Review your subscription agreement or terms of service carefully - these override general consumer protection law in many cases.
How the fair trading act protects you
The Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. If Timely misrepresented features, pricing, or cancellation terms when you signed up, you have grounds to lodge a complaint with the Commerce Commission, New Zealand's primary consumer enforcement body. This act also protects you from unfair contract terms - for instance, a clause that imposes unlimited early termination penalties may be deemed unfair and unenforceable.
The key principle: you must act in good faith and follow the cancellation procedure outlined in your contract. Yafee has worked with thousands of New Zealand business owners to navigate this balance, ensuring they know when to escalate to the Commerce Commission and when to settle disputes directly with the provider.
How to cancel Timely step-by-step
Timely offers multiple cancellation routes; the web platform method is most reliable and gives you instant confirmation.
Step 1: log in to your Timely account
Open a web browser and navigate to Timely's login page. Enter your email address and password, then click "Sign In". If you've forgotten your password, click "Forgot password?", follow the reset link sent to your email, and create a new password before proceeding. Ensure you're using the same email address associated with your Timely subscription.
Step 2: navigate to your account settings
Once logged in, locate the Settings menu - typically represented by a gear icon in the top-right corner of the dashboard or in the left-hand sidebar. Click Settings, then look for options labelled "Account", "Billing", "Subscription" or "Plan". The exact label varies by Timely's interface version, but you're looking for any menu item related to your subscription or billing.
Step 3: find the cancellation or downgrade option
Within your account settings, scroll to find "Cancel subscription", "Manage subscription", "Billing details" or similar. Some versions of Timely offer a "Pause" option (temporary suspension) before full cancellation; confirm you're selecting permanent cancellation unless you prefer to pause temporarily. Select "Cancel" when you locate this option.
Step 4: review the cancellation terms and confirm
Timely will display a confirmation screen outlining what happens when you cancel. This screen will typically state your final billing date, whether you're entitled to a refund, and the timeline for data deletion. Read this carefully. If you're mid-billing-cycle, confirm whether you'll receive a pro-rata refund (a refund for unused days) or forfeit the remainder of your prepaid balance. Click "Confirm cancellation" only after you've reviewed these terms.
Step 5: document your cancellation confirmation
Timely will generate a cancellation confirmation email and may display a reference number on your screen. Screenshot both the on-screen confirmation and save the cancellation email to your records. This documentation protects you if billing continues after cancellation or if Timely disputes the cancellation date later. Forward this confirmation to your finance team or accounting software.
Alternative method: email cancellation
If the web platform method fails or you cannot access your account, you may cancel by email. Write a clear email to Timely's support team stating your full name, account email, account ID (if available), and your explicit request to cancel your subscription effective immediately. Specify your billing date and request confirmation of the cancellation. Send this email to Timely's support address and request a read receipt. Allow 5 business days for a response. Yafee recommends email cancellation only as a backup - web-based cancellation provides instant verification and is therefore preferable.
What happens after you cancel your Timely subscription
Cancellation is not instantaneous; several events occur over the following days and weeks.
Access and data retention after cancellation
Upon cancellation, Timely will typically disable your login access within 24 hours, though some platforms maintain a brief grace period (usually 30 days) during which you can request data export. Your historical appointment and client data remains on Timely's servers for a contractually specified period, usually 90 days to 12 months. Export your data immediately after cancellation if you need to preserve client records, appointment history or payment records. You can request a data export through the Settings menu before your access is disabled, or contact Timely support to request an export post-cancellation. Most data exports arrive via email within 48 hours and are provided in CSV or JSON format.
When your access terminates
Your dashboard access ends on or shortly after your cancellation date. Clients with login access through your Timely portal will also lose access. If clients have upcoming appointments in your Timely calendar, they will not receive automatic notifications about the cancellation - you must inform them separately and provide alternative booking information for your new scheduling system or contact method. Failure to notify clients can damage your business reputation and cause service disruption.
Billing status after cancellation
Timely stops charging your payment method immediately upon confirmed cancellation. No further invoices will be generated. If you notice charges appearing after cancellation, contact Timely support within 7 days and request a reversal. If Timely refuses, you have the right to dispute the charge with your bank or credit card provider; your bank can reverse unauthorised charges within specific timeframes (typically 120 days, depending on your bank's terms).
Refund eligibility and your consumer rights
Refund entitlement depends on your billing cycle, cancellation timing, and contract terms.
Monthly billing: pro-rata refunds
If you're on a monthly plan and cancel mid-month, you're typically entitled to a pro-rata refund for the unused portion of your subscription. For example, if your monthly fee is NZD 100 and you cancel 10 days into a 30-day cycle, you should receive approximately NZD 33.33. Timely should calculate and issue this refund within 5 to 10 business days, usually back to your original payment method. Track this refund in your bank statement; if it doesn't appear within 10 business days, contact Timely to request a manual refund or obtain a payment reference.
Annual billing: early termination considerations
Annual plans frequently include early termination fees or restrictions. Your contract may state that cancelling before the 12-month renewal date forfeits your prepaid balance entirely, or it may permit cancellation with a penalty (e.g., 20% of the remaining contract value). Review your subscription terms before cancelling to understand your exposure. If you find the early termination fee excessive - for instance, if Timely charges a fee that exceeds the genuine loss they would incur - this may breach the Fair Trading Act's prohibition on unfair contract terms. Yafee recommends documenting any unfair fee terms and, if necessary, escalating to the Commerce Commission.
Refunds for service failure
If you cancel due to a genuine service failure (e.g., Timely was down for an extended period, or failed to meet the service level described in your contract), you have grounds to claim a refund beyond the pro-rata calculation. Document the failure with screenshots, support ticket numbers, and timestamps. Submit a formal refund request to Timely's customer success team, citing the CGA and explaining the service failure. If Timely refuses, lodge a formal complaint with the Commerce Commission, providing all documentation. The Commerce Commission can investigate whether Timely violated consumer protection law and may order a refund or compensation.
Common mistakes to avoid during cancellation
Cancellation is straightforward when you follow the correct procedure, but small oversights can leave you liable for charges or unable to prove you cancelled.
Mistake 1: assuming cancellation happens automatically
Many business owners believe that simply stopping use of Timely constitutes cancellation. It does not. Your subscription will continue, and Timely will continue charging your payment method monthly or annually until you formally submit a cancellation request through the prescribed method. You must actively initiate cancellation. Verify cancellation by checking your next billing date; if it no longer appears in your account settings and you receive a confirmation email, cancellation is confirmed. Do not assume silence means cancellation.
Mistake 2: missing the cancellation confirmation email
After submitting a web-based cancellation request, check your email inbox and spam folder for a confirmation message from Timely. This email serves as your proof of cancellation. If you don't receive it within 24 hours, log back into your account and verify the cancellation was processed (your next billing date should be gone). If the cancellation didn't process, repeat the steps. Store the confirmation email indefinitely; it protects you if Timely disputes the cancellation date or attempts to charge you later.
Mistake 3: cancelling during a data export
If you need to export historical data from Timely, complete the export before cancelling. Once cancelled, your access to certain data may be restricted or delayed. Export your appointment history, client contact records and payment history to a CSV or PDF file while you still have active access. Store these files on your local computer or cloud storage. This ensures you retain client information for business continuity and tax or audit purposes.
Mistake 4: not notifying clients of the change
Clients with access to your Timely booking portal will lose access immediately upon cancellation. They will not receive an automatic notification explaining why. Proactively email your client list, update your website, and post on social media explaining the change in scheduling system and how clients should book future appointments. Failing to communicate leaves clients confused and may result in lost bookings.
Checklist for cancelling Timely
Use this checklist to ensure you complete each step correctly and retain proof of cancellation.
| Task | Status | Notes |
|---|---|---|
| Log in to Timely account | [ ] Done | Use your registered email and password |
| Export all data | [ ] Done | Client records, appointment history, payment records |
| Navigate to Billing or Subscription Settings | [ ] Done | Look for Settings > Billing or Subscription menu |
| Locate and click Cancel Subscription | [ ] Done | Confirm cancellation terms on review screen |
| Screenshot cancellation confirmation | [ ] Done | Capture on-screen reference number and terms |
| Save cancellation email | [ ] Done | Archive email from Timely confirming cancellation |
How yafee helps you cancel with confidence
Cancelling a software subscription should be straightforward, yet many providers - intentionally or not - obscure the process, leaving subscribers confused about their legal rights and cancellation status. Yafee has helped thousands of New Zealand consumers and business owners cancel subscriptions across dozens of platforms, ensuring they understand their legal protections under the Consumer Guarantees Act and Fair Trading Act. Whether you're cancelling Timely or any other recurring service, Yafee provides clear, legally grounded guidance so you retain control of your spending and avoid unexpected charges.
Our approach combines consumer law expertise with practical step-by-step instruction. We explain the legal framework first - so you understand why you have the right to cancel - then translate that into plain, actionable steps. If Timely disputes your cancellation or refuses a legitimate refund, Yafee can guide you through formal escalation to the Commerce Commission and help you document your case.
Timely's contact details for cancellation
If you require written confirmation of your cancellation, contact Timely directly using the following information for New Zealand-based operations:
Mailing address:
Timely
PO Box 78054
Grey Lynn, Auckland 1021
New Zealand
Physical office location:
Bizdojo, 2 Hudson Lane
Ponsonby, Auckland 1021
New Zealand
Alternative contact:
Timely support is typically available through your account dashboard or via email through their website. Include your account email, subscription ID and a clear statement that you wish to cancel your subscription effective immediately. Request written confirmation of the cancellation date and any applicable refunds.
Allow 5 to 10 business days for a written response to mailed or emailed cancellation requests. If Timely does not respond or disputes your cancellation, document all correspondence and lodge a formal complaint with the Commerce Commission (www.comcom.govt.nz). Yafee has helped thousands of subscribers resolve post-cancellation disputes and can guide you through the formal complaint process if necessary. Act now to reclaim control of your subscriptions and your budget.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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