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Frequently asked questions
Cancel Undo: Step-by-Step Guide to Subscription Termination
How to cancel Undo in new zealand: your complete guide to stopping the app subscription
Why you might cancel Undo and what to expect
Undo is a mobile application subscription service operated by Malkarak OÜ, a company based in Belgium. You access it through your device's app store-either Apple's App Store for iOS or Google Play for Android. The critical distinction here is that Undo does not bill you directly; instead, Apple or Google processes your recurring payment through your app store account.
You may have decided to cancel for any number of legitimate reasons. The subscription cost may no longer align with your budget. The features may not be delivering the value you expected. Or you may have found an alternative service that better suits your needs. Whatever your reason, Yafee has built a reputation for guiding New Zealand consumers through subscription cancellations with precision and clarity, ensuring you understand your rights under New Zealand consumer law and avoid the common pitfalls that leave charges continuing long after you believe you have cancelled.
How Undo operates and why it matters for cancellation
Undo functions exclusively through app store ecosystems. You do not hold a direct billing relationship with the company itself. When you subscribe, your payment method is registered with Apple or Google, not with Undo. This architectural distinction is fundamental: it means you must cancel your subscription at the app store level, not through Undo's own systems or account settings.
No physical office or postal address for Undo has been located in New Zealand. If you need to escalate a complaint or dispute, you will be dealing with a Belgium-based entity, which affects your escalation pathway under New Zealand consumer law.
The two-step cancellation trap most people miss
This is the single most important point: deleting the Undo app does not cancel your subscription. Closing your Undo account does not cancel your subscription. Only cancelling the subscription at your app store will stop future charges. If you delete the app or close your account and forget to cancel via Apple or Google, your payment method will continue to be charged every billing cycle-often undetected for months.
Yafee's guidance to New Zealand users emphasises this distinction because it is the source of most preventable dispute escalations.
Your legal position under new zealand consumer law
Your rights as a New Zealand consumer are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
What the consumer guarantees act 1993 says about subscriptions
The Consumer Guarantees Act 1993 requires that services supplied to you must be of acceptable quality, fit for purpose, and supplied with reasonable care and skill. A subscription service that does not perform as advertised or fails to deliver promised features may breach these guarantees. If Undo has failed to meet these standards, you may be entitled to cancel and claim a refund, even within a billing period.
What the fair trading act 1986 protects you against
The Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. If Undo's marketing misrepresented the service's features, availability in New Zealand, or billing terms, you may have grounds to dispute charges or demand a refund under this Act.
Your legal position on refunds
New Zealand law does not mandate that app store subscriptions be refunded once charged-this depends on the terms of service and the app store's refund policy. However, if the service was not of acceptable quality or if you cancelled within a reasonable timeframe and requested a refund, the Commerce Commission (New Zealand's consumer enforcement body) may support your claim. Yafee's role is to ensure you understand this distinction and follow the correct procedural steps to protect your position.
How to cancel Undo on iPhone and iPad
If you use an Apple device, you manage your subscription cancellation through Apple's Settings app, not through Undo itself.
Step one: access your apple ID subscriptions menu
- Open the Settings app on your iPhone or iPad.
- Tap your name at the top of the screen to access your Apple ID menu.
- Select Subscriptions from the options that appear.
Step two: locate and select Undo
- Scroll through your list of active subscriptions until you find Undo.
- Tap on Undo to open its subscription details page.
Step three: cancel the subscription
- Tap Cancel Subscription (the exact label may vary slightly depending on your iOS version; older versions may show Turn off Auto-Renewal).
- You will be presented with a retention screen asking why you want to cancel. You may be offered a discount or promotional rate to keep your subscription active. If you are certain you want to cancel, proceed by tapping the appropriate button to confirm cancellation.
- Tap the final Confirm button to complete the cancellation.
Step four: save proof of cancellation
After you confirm, Apple will send you a receipt email confirming the cancellation. Take a screenshot of your Settings screen showing that Undo is no longer listed under your subscriptions. Store both the email confirmation and the screenshot as evidence of cancellation for your records and as protection against any future billing disputes.
Important note on timing: Your access to Undo may continue until the end of your current billing period. Cancelling the subscription stops future charges but does not trigger an immediate refund for the period you have already paid. If you paid for a monthly subscription yesterday and cancel today, you retain access until the next billing date-after which your access will end and you will not be charged again.
How to cancel Undo on android devices
Android users cancel subscriptions through Google Play, which operates independently of the Undo app itself.
Step one: open google play and navigate to subscriptions
- Open the Google Play Store app on your Android phone or tablet.
- Tap your profile icon in the top right corner of the screen.
- Select Payments and subscriptions from the dropdown menu.
Step two: find and open the Undo subscription
- Tap Subscriptions to view your active subscriptions.
- Scroll through the list and tap Undo to open its details page.
Step three: cancel the subscription
- Tap Cancel subscription at the bottom of the Undo subscription page.
- Google Play will ask for a reason for your cancellation and may offer a discount to retain your subscription. If you are certain you want to proceed, select your reason or skip this prompt.
- Confirm your cancellation by tapping Cancel subscription on the final confirmation screen.
Step four: save your confirmation
Google Play will display a confirmation message. Take a screenshot of this confirmation and the subscription list showing that Undo is no longer active. Google will also send a confirmation email; save this as well.
Billing period note: Like Apple's system, Google Play does not refund the current billing cycle upon cancellation. You retain access to Undo until your next billing date, at which point your subscription ends and no further charges apply.
Understanding refunds and what you can realistically expect
The refund landscape for app store subscriptions is limited but not without options.
When app stores may grant a refund
| Situation | Refund likelihood |
|---|---|
| Cancelled within 48 hours of first charge and requested immediately | High |
| Service was unavailable or non-functional during your billing period | Moderate |
| Subscription was charged without your explicit consent | High |
| You cancelled after one full month but within your billing cycle | Low |
| You cancelled after using the service for several months and request refund | Very low |
| Service failed to meet Consumer Guarantees Act 1993 standards of quality | Moderate to high (requires proof) |
How to request a refund from apple
- Visit Apple's Report a Problem page (reportaproblem.apple.com) and sign in with your Apple ID.
- Locate the Undo subscription charge you want to refund and click Report a Problem.
- Select the reason for your refund request from the dropdown (common reasons include "I did not authorise this charge" or "The service was not as described").
- Provide a brief explanation and submit your request.
- Apple will review your request and email you a decision within 3 to 5 business days.
How to request a refund from google play
- Visit Google Play Support (support.google.com/googleplay) and sign in to your Google Account.
- Select Order history from the menu.
- Find the Undo charge and click on it to open its details.
- Click Report a problem and describe your issue.
- Select your reason (such as "Charged without permission" or "Service not as described") and submit.
- Google will respond within 3 to 5 business days.
If the app store refuses your refund request
Your next step is to escalate to the Commerce Commission, New Zealand's consumer protection authority. Yafee recommends gathering all supporting documentation: screenshots of non-functioning features, email evidence of your cancellation request, and records of any contact attempts with Undo. Lodge a formal complaint with the Commerce Commission via their website (comcom.govt.nz). The Commerce Commission has authority to investigate unfair contract terms and misleading billing practices, even for services operated by foreign companies.
What happens after you cancel Undo
Cancellation is not instantaneous, and understanding the timeline protects you from confusion and unexpected charges.
Immediate effects of cancellation
The moment you confirm cancellation at your app store, your subscription enters a "cancelled but active" state. You retain access to Undo until the end of your current billing period. No further charges will be applied after your current billing cycle expires. You will receive a final confirmation email from your app store; retain this for your records.
End of billing period
On the date your billing cycle would normally renew, your access to Undo will terminate instead of triggering a new charge. You will lose the ability to open the app and access any features. Any data or progress stored within Undo may be deleted according to the service's data retention policy; Yafee recommends exporting or saving any important information before your access ends.
Monitoring for unexpected charges
Check your app store account and your payment method's transaction history for 30 days after cancellation to confirm no further charges occur. If you are charged again after confirming cancellation, contact your app store immediately and file a refund request along with proof of your original cancellation confirmation.
Common mistakes that undermine your cancellation
Cancellation is straightforward when you follow the correct steps, and Yafee has identified the errors that most often lead to continued charges and preventable disputes.
Mistake one: deleting the app instead of cancelling the subscription
This is by far the most common error. You delete Undo from your phone, assume your subscription has ended, and months later discover you have been charged repeatedly. Deleting the app is cosmetic only; it does not communicate with Apple or Google that you want your subscription cancelled. You must follow the explicit cancellation steps outlined in the app store itself.
Mistake two: closing your Undo account without cancelling the subscription
If Undo offers account closure or deactivation within the app, this also does not cancel your subscription. Account closure and subscription cancellation are separate transactions. You must perform both actions-or, more accurately, you must cancel the subscription via your app store regardless of whether you close your Undo account.
Mistake three: ignoring retention offers and not confirming the final step
Both Apple and Google display retention screens offering discounts or promotions before finalising your cancellation. Many users tap these screens without reading them and accidentally resubscribe or extend their subscription. Read every screen carefully and ensure you are tapping "Cancel" or "Confirm cancellation," not "Keep subscription" or any promotional offer.
Mistake four: not saving proof of cancellation
You receive a confirmation email and see a confirmation screen, but you do not take screenshots or save the email. Weeks or months later, when a dispute arises, you have no documentary evidence that you cancelled on the date you claim. Proof of cancellation is your only defence in a billing dispute. Screenshot every confirmation and save every email.
Mistake five: assuming access will end immediately
Many users cancel and then become alarmed when they can still open the app the next day. This is normal. Your access continues until the end of your current billing period. If you cancelled midway through a monthly cycle, you still have access for the remainder of that month. This is not a mistake or a sign that cancellation failed; it is the expected behaviour.
Comparing subscription cancellation methods across platforms
The method you use to cancel depends on which device you own, but the outcome is identical: your subscription ends and no further charges apply.
| Platform | Access point | Time to cancel | Confirmation method |
|---|---|---|---|
| Apple (iOS) | Settings > [Apple ID] > Subscriptions > Undo | 2 minutes | Email + Settings confirmation |
| Google Play (Android) | Google Play Store > Profile > Payments and subscriptions > Subscriptions > Undo | 2 minutes | Email + Play Store confirmation |
| Undo app account settings | Inside the Undo app (if available) | Not recommended (does not cancel billing) | None (ineffective) |
| Undo website or support email | Belgium-based support (no NZ office) | 5 to 10 business days | Email confirmation |
| Contacting your bank | Your bank's customer service | 1 to 3 days | Bank statement update |
| Contacting your app store directly | Apple Support or Google Play Support | 3 to 5 days | Support ticket + email |
Why you should cancel through your app store, not your bank
Some users cancel subscriptions by contacting their bank and requesting that future charges be blocked or reversed. This is reactive, not proactive. It may result in Undo or Apple or Google attempting to collect payment, leading to disputes on your credit report. The correct method is to cancel at the source-through your app store-so the subscription formally ends rather than simply being blocked at the payment stage.
If Undo disputes your cancellation or continues billing
Cancellation is usually instantaneous, but disputes do occur, particularly when a charge processes after you believe you have cancelled.
Step one: gather documentation
- Collect all evidence: your cancellation confirmation email from Apple or Google, screenshots of your Settings or Play Store showing Undo is no longer listed, and bank statements showing the charge you dispute.
- Write down the exact date you cancelled and the date the disputed charge appeared.
Step two: contact your app store
- If the charge is recent (within 48 hours of cancellation), file a refund request immediately through Apple or Google (as outlined in the refunds section above).
- In your request, cite the date of cancellation and the date of the unexpected charge as evidence that cancellation was not honoured.
Step three: escalate if the app store refuses
- If Apple or Google denies your refund request, document their response and escalate to the Commerce Commission.
- Your claim should reference the Consumer Guarantees Act 1993 (the service was not available as promised) or the Fair Trading Act 1986 (if there was misleading conduct in the billing terms).
Step four: contact your bank if necessary
- As a final step, you may request that your bank dispute the charge on your behalf through a chargeback process. Provide your bank with all documentation showing you cancelled on a specific date.
- Your bank will initiate a dispute with Apple or Google and work toward recovery.
Final checklist before and after cancellation
Use this checklist to confirm you have taken all necessary steps and protected your position.
| Action | Complete? |
|---|---|
| I have opened my app store (Apple Settings or Google Play) and located the Undo subscription | ☐ |
| I have read the entire cancellation confirmation screen before tapping "Confirm" | ☐ |
| I have taken a screenshot of the cancellation confirmation page | ☐ |
| I have saved the confirmation email from Apple or Google | ☐ |
| I understand that my access continues until the end of my current billing period | ☐ |
| I have checked my app store subscription list 24 hours after cancellation to confirm Undo no longer appears | ☐ |
Why yafee is your partner in subscription cancellations
Undo's operation in Belgium with no New Zealand office means disputes escalate through international app store channels, which can be opaque and slow. Yafee has helped thousands of New Zealand consumers navigate subscription cancellations across dozens of services, and we specialise in translating consumer rights legislation-particularly the Consumer Guarantees Act 1993 and Fair Trading Act 1986-into practical, step-by-step procedures.
Our role is to ensure you understand not only how to cancel but what legal protections you have if the company refuses to honour your cancellation or continues to charge you. By following the procedures outlined in this guide and preserving documentation at every step, you create an audit trail that protects you in disputes with Apple, Google, or ultimately the Commerce Commission.
Should you encounter resistance or continued charges after cancellation, Yafee's reference to New Zealand consumer law and the correct escalation pathway-through your app store first, then the Commerce Commission if necessary-positions you to resolve the dispute fairly and efficiently. Your cancellation should be final and immediate; if it is not, the law is on your side, and you have clear avenues to enforcement.