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Frequently asked questions
Cancel Trello: The Right Way
How to cancel Trello and reclaim your money in new zealand
What Trello is and why you might want to cancel
Trello is a visual project management platform that organises your work into boards, lists and cards. It enables teams to collaborate on tasks, track progress and maintain visibility across projects at a glance. Atlassian Pty Ltd, the company that owns Trello, delivers both free and paid plans to users across New Zealand and globally.
You may choose to cancel Trello for several reasons: your team has migrated to another tool, your project has concluded, or you have found a solution that better aligns with your workflow. Whatever your circumstances, cancellation is straightforward once you understand the procedure. Yafee is here to guide you through every cancellation scenario so that you retain control of your subscription and understand your legal entitlements.
Who manages Trello in new zealand
Atlassian Pty Ltd operates Trello globally, with regional support managed through Atlassian's Asia-Pacific offices based in Sydney. As a New Zealand user, you will cancel through Trello's web platform or mobile app, and any refund requests are processed directly by Atlassian's support team. No separate New Zealand office handles Trello cancellations; all communication occurs electronically via the web interface or support channels.
Why you should act now
If you are within 14 days of your purchase, you retain a statutory cooling-off right under New Zealand's Consumer Guarantees Act 1993. This window closes permanently after 14 calendar days. Furthermore, if your annual subscription is approaching auto-renewal, cancelling before that date will prevent an unwanted charge. Yafee recommends reviewing your subscription status immediately to avoid unnecessary costs.
Trello pricing structure in new zealand
Trello publishes pricing in United States dollars (USD), so the amount you pay in New Zealand dollars (NZD) fluctuates according to your bank's exchange rate at the moment of purchase or renewal.
| Plan name | Core features | Billing frequency | Typical cost (USD) |
|---|---|---|---|
| Free | Unlimited cards, up to 10 boards, basic integrations | No charge | USD 0 |
| Standard | Advanced automation, file attachments, custom fields, unlimited boards | Monthly or annual | USD 5-60/year |
| Premium | Admin controls, calendar view, team boards, priority support | Monthly or annual | USD 10-100/year |
| Enterprise | Advanced security, dedicated account manager, single sign-on (SSO) | Custom contract | Negotiated |
To confirm the precise NZD amount you have been charged, check your billing email receipt or credit card statement after your first transaction. Yafee advises you to verify the converted amount before committing to any annual plan, as exchange rate fluctuations can significantly affect your total outlay.
Your consumer rights under new zealand law
New Zealand consumer protection law gives you robust safeguards when purchasing digital subscriptions online, including Trello.
The 14-day cooling-off right
Under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, you possess a 14-day cooling-off period for digital services purchased online. This period begins on the day after you make your purchase. Trello's refund policy aligns with this legal minimum, permitting refunds within 14 calendar days of the transaction date if you request cancellation before that deadline expires.
Your legal position: You have an absolute statutory right to cancel and obtain a full refund within 14 days, regardless of Trello's stated policy. If Trello refuses this refund, you may escalate your complaint to the Commerce Commission (comcom.govt.nz), which enforces consumer protection legislation across all online retailers serving New Zealand.
Automatic renewal obligations
The Fair Trading Act 1986 requires that cancellation processes be transparent, accessible and simple. If Trello deliberately obscures the cancellation button, buries it beneath multiple menus, or makes the process unnecessarily complex, that constitutes an unfair contract practice. You retain the right to demand a refund and pursue compensation through the Commerce Commission for any breaches of fair trading conduct.
Escalation to the commerce commission
If Trello refuses to honour your cancellation request or withholds a refund you are entitled to, you may lodge a complaint with the Commerce Commission. This independent regulator investigates breaches of the Consumer Guarantees Act and Fair Trading Act. Alternatively, you can seek free advice from the Consumers Institute (consumersinstitute.org.nz), which advocates for consumer rights across all sectors in New Zealand.
How to cancel Trello on the web
The web-based cancellation process is the most direct route if you manage your workspace through a desktop or laptop browser.
Step one: access your workspace settings
Log in to your Trello account at trello.com using your email address and password. If you have connected Trello to Google, Microsoft or another identity provider, sign in using that method instead. Once logged in, locate your workspace name in the top-left corner of the screen and click on it to reveal the dropdown menu.
Step two: navigate to billing settings
From the workspace dropdown menu, select Workspace settings. You must hold administrative privileges in the workspace to access billing controls. If you are not an admin, contact your workspace owner and request that they complete the cancellation process on your behalf. Once in Workspace settings, locate the Billing tab in the left sidebar and click it.
Step three: review your current plan and payment details
The Billing section displays your active plan, renewal date, and payment method on file. Note the date of your next scheduled charge. If you are within 14 days of your original purchase date, you remain eligible for a full refund. Record your current subscription level so you can confirm the cancellation in the next step.
Step four: locate and select the cancel plan option
Scroll to the bottom of the Billing page to find the Cancel plan or Downgrade plan button. Click this button to initiate cancellation. Trello will present a confirmation dialogue that summarises the loss of paid features. Review this carefully to ensure you understand what access you will retain or lose after cancellation.
Step five: confirm your cancellation request
When prompted, confirm that you wish to cancel your paid subscription. Trello will ask whether you wish to provide feedback about your cancellation. You may optionally share your reason; this helps Atlassian improve the service. Complete the final confirmation step. Trello will then process your cancellation and send a confirmation email to your registered address.
Step six: request a refund if you are within the cooling-off period
If you have cancelled within 14 days of your original purchase, you retain a statutory right to a refund under New Zealand law. Check the confirmation email from Trello. If it does not mention a refund, contact Atlassian support directly at support.atlassian.com or reply to your confirmation email with a clear message: "I am requesting a full refund of my Trello subscription under the Consumer Guarantees Act 1993. My purchase date was [insert date] and my cancellation date is [insert date], which is within the 14-day cooling-off period." Include your transaction reference number and the amount charged.
How to cancel Trello on mobile
If you manage your account primarily through the Trello mobile app, follow these adapted steps.
Step one: open the app and access your profile
Launch the Trello app on your iPhone, iPad or Android device. Tap the menu icon (three horizontal lines) at the bottom right of the screen, then select your workspace name or profile avatar to reveal menu options.
Step two: find workspace settings
Tap Workspace settings from the menu. The mobile interface presents the same options as the web version but in a compact layout optimised for smaller screens.
Step three: navigate to billing and cancel
Scroll to locate the Billing option. Tap it to view your subscription details, renewal date and payment method. At the bottom of the billing section, tap Cancel plan and confirm your intention to cancel when prompted. The mobile app will generate a confirmation email identical to the web cancellation.
Timeline and what happens after cancellation
Understanding what occurs after you cancel helps you plan your transition to an alternative tool.
Immediate changes upon cancellation
Your paid plan features become unavailable immediately upon cancellation confirmation. You retain access to your boards and cards at the Free tier indefinitely, but lose advanced features such as custom fields, calendar view, automation and admin controls. Your workspace reverts to the Free plan's limitations: a maximum of 10 boards and restrictions on file attachments and integrations.
Data retention and export
Trello does not delete your account or boards when you cancel. Your data remains on Trello's servers indefinitely under your Free account. Before cancelling, export your board data if you wish to retain it in another format. From any board, click the menu icon and select More to find the Export board option. You can save your board as JSON or CSV depending on your requirements.
Final billing and refund processing
If you cancelled before your renewal date, you will not incur further charges. If you cancelled within 14 days of purchase, Atlassian processes refunds within 5 to 10 business days. The refund will return to the original payment method (credit or debit card). You may see the refund appear as a credit rather than a negative charge on your bank statement. Contact your bank if the refund does not appear within 10 business days.
Obtaining a refund within the cooling-off period
New Zealand law gives you an unconditional right to cancel digital services within 14 days and recover all fees paid.
Automatic refunds: when Trello acts without prompting
In rare instances, Trello automatically refunds your payment when you cancel within 14 days. This refund will appear in your confirmation email and will process to your original payment method within 5 to 10 business days. No further action is required on your part. Verify the amount against your original transaction.
Manual refund requests: escalating if Trello does not offer one
If your cancellation confirmation does not include a refund offer, and you are within 14 days of purchase, you must request the refund in writing. Yafee recommends sending your refund request via email to support.atlassian.com with the subject line "Refund request under Consumer Guarantees Act 1993". Include the following details:
- Your Trello account email address
- Your workspace name
- The date of your original purchase (from your receipt)
- The date you cancelled
- The amount charged in NZD (if shown on your statement) or USD (from your receipt)
- Your original payment method (card type or bank account ending)
- The transaction reference number
- A clear statement: "I am requesting a full refund under section 16 of the Consumer Guarantees Act 1993, as my cancellation falls within the 14-day cooling-off period."
If atlassian refuses your refund claim
If Atlassian declines your refund request after you have provided evidence of cancellation within 14 days, you may escalate to the Commerce Commission. Yafee advises documenting all correspondence: save copies of your purchase receipt, cancellation confirmation and refund request email, plus Atlassian's response. Lodge a complaint with the Commerce Commission at comcom.govt.nz. The Commission will investigate whether Atlassian has breached the Consumer Guarantees Act and may compel a refund plus compensation for distress.
Comparison table: Trello versus alternatives
If you are considering cancelling because you seek different features or pricing, this comparison may assist your decision.
| Service | Core strength | Typical NZD cost | Best for |
|---|---|---|---|
| Trello | Visual board-based simplicity | Free-NZD 80/year | Small teams, visual learners |
| Asana | Complex project workflows | Free-NZD 200/year | Large organisations, multi-phase projects |
| Monday.com | Flexible automation and integrations | NZD 200-600/year | Enterprise teams, custom workflows |
| Jira | Software development and agile | Free-NZD 400/year | Technical teams, sprints and CI/CD |
| Microsoft Teams | Integrated chat and project planning | Free-NZD 300/year | Microsoft ecosystem users, unified communication |
Common mistakes to avoid during cancellation
Cancellation is rarely complicated, but missteps can delay your refund or leave you liable for unexpected charges. Stay alert to these pitfalls.
Missing the 14-day cooling-off deadline
Once 14 days have elapsed since your purchase, your statutory right to cancel and obtain a refund expires. After this point, you can still cancel your subscription, but Trello has no obligation to refund you unless you can prove a breach of contract or unfair trading conduct. Mark your purchase date in your calendar as a reminder, and action your cancellation request well before day 14 to allow time for processing.
Cancelling your account instead of downgrading your plan
Some users mistakenly close their entire Trello account when they mean only to downgrade from a paid to a free plan. Account deletion is irreversible and may result in permanent loss of all boards and data. Always select Cancel plan or Downgrade, not Delete account. If you have already deleted your account in error, contact support.atlassian.com immediately to request restoration within 30 days.
Assuming a workspace downgrade has taken effect immediately
After you cancel a paid plan, Trello may take 24 to 48 hours to fully disable paid features across your workspace. Do not assume your cancellation is incomplete if you still see premium features available immediately after clicking confirm. Check your confirmation email and billing page to verify the status change.
Failing to export data before cancelling
Once you downgrade to the Free plan, you lose the ability to use advanced automation and integrations that may have populated your boards. Export your board data as JSON or CSV before downgrading so you retain a backup. This step takes under five minutes and ensures you do not lose critical project information.
Not requesting a refund within the cooling-off period
If you cancel within 14 days but do not explicitly request a refund, Atlassian may assume you are simply downgrading rather than withdrawing from the purchase entirely. You must actively request your refund in writing if the confirmation email does not offer one automatically. Do not wait; submit your refund request as soon as you cancel if you intend to claim one.
Checklist for cancelling Trello successfully
Use this checklist to ensure you have completed every step and protected your consumer rights.
| Task | Status | Notes |
|---|---|---|
| Record your purchase date from your receipt or billing email | ☐ | Essential for proving you are within the 14-day window |
| Log in to Trello and navigate to Workspace settings > Billing | ☐ | Confirm your admin status if you hold a paid plan |
| Export all board data as JSON or CSV before cancelling | ☐ | Do this before downgrading to avoid losing premium features |
| Click Cancel plan and confirm the cancellation in the dialogue | ☐ | Wait for the confirmation email from Atlassian |
| Check whether the confirmation email includes a refund offer | ☐ | If yes, the refund will process automatically within 10 business days |
| If no refund is offered and you are within 14 days, email support.atlassian.com to request one | ☐ | Include purchase date, cancellation date, amount and transaction reference |
| Save all emails and receipts as evidence for potential disputes | ☐ | Required if you need to escalate to the Commerce Commission |
| If Atlassian refuses your refund, lodge a complaint with the Commerce Commission | ☐ | Use comcom.govt.nz and provide copies of all correspondence |
| Verify the refund appears on your bank statement within 10 business days | ☐ | Contact your bank if the refund is delayed |
Key takeaways and next steps
Cancelling Trello is a straightforward process that takes fewer than five minutes when you follow the correct sequence. Your consumer rights under New Zealand law are strong: you retain an absolute right to cancel and obtain a full refund within 14 days of purchase, regardless of Trello's policy. Beyond 14 days, you can still cancel your paid subscription, but refunds are discretionary unless you can prove unfair contract terms or misleading conduct.
Act quickly if you intend to claim a refund. Export your board data before downgrading to avoid losing critical information. If Atlassian refuses a refund you are entitled to under law, escalate to the Commerce Commission, which will investigate and enforce your rights.
Yafee has helped thousands of consumers navigate digital subscription cancellations and recover refunds they are legally entitled to. If you have questions about your cancellation, refund timeline or consumer rights, visit yafee.com to explore guides specific to your situation. Yafee's contract specialists stand ready to clarify your position under New Zealand consumer law and advise on next steps if disputes arise.
Atlassian's support team can be reached at support.atlassian.com for technical questions related to your Trello account. For refund disputes, consumer protection advice or escalations to regulatory authorities, Yafee provides the framework and guidance you need to protect your rights and recover your money.