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Cancel Updoc: Your Step-by-Step Guide
How to cancel Updoc in new zealand: your complete step-by-step guide
What Updoc is and why new zealand customers need to know
Updoc is an online telehealth platform that delivers medical certificates, prescriptions, referrals and professional medical advice through a web or mobile patient portal. The service operates on both subscription and pay-per-consult models, making it accessible for different medical needs.
If you're a New Zealand customer considering cancellation, you're in the right place. Yafee has helped thousands of consumers navigate subscription cancellations, and Updoc presents some unique challenges for Kiwi users-particularly around currency, billing, and the lack of a local New Zealand support address. Understanding your cancellation options now prevents frustration later.
How Updoc works for new zealand patients
You complete your online medical consultation through the Updoc Patient Portal and receive your documents or advice electronically. If you've chosen a subscription plan, you manage it centrally within the portal itself, not through Apple App Store or Google Play billing systems, which is an important distinction.
All published pricing appears in Australian dollars (AUD), and New Zealand customers are typically billed in AUD, meaning your bank will apply currency conversion fees. This is crucial information when calculating the true cost of your subscription over time.
Key differences between subscription and one-off consults
Updoc offers three monthly subscription tiers (Plus, Pro, and Platinum) with unlimited consults at set price points, plus six one-off consultation options at individual prices. The subscription route makes sense if you expect multiple medical consultations per month; one-off consults suit occasional users.
Updoc pricing plans in australian dollars
Here's the current Updoc pricing structure shown in AUD-your actual New Zealand cost will be higher due to currency conversion applied by your bank.
| Plan name | Price (AUD) | Renewal period | What you get |
|---|---|---|---|
| Updoc Plus | $24.95/month | Monthly | Unlimited medical certificate consults |
| Updoc Pro | $39.95/month | Monthly | Medical certificates, advice, prescriptions, referrals, tests, imaging |
| Updoc Platinum | $79.95/month | Monthly | All Pro features plus weight loss consults |
| One-off standard consult | $49.95 | One-time payment | Medical certificates, advice, prescriptions, referrals, tests, imaging |
| One-off priority consult | $99.95 | One-time payment | Same as standard, with priority service |
| One-off medical certificate only | $39.95 | One-time payment | Medical certificate only |
Is your subscription worth keeping?
If you're not using Updoc regularly, calculate whether your monthly subscription cost-plus currency conversion-is worth it versus paying per consult. Keep a usage record for three months before renewing. Yafee recommends this approach for all subscription services; many New Zealand users find they're paying for capacity they don't use.
Why you might want to cancel Updoc
You may be considering cancellation for several legitimate reasons: cost, lack of use, switching to a local New Zealand provider, or dissatisfaction with service quality.
Common reasons new zealand users cancel
Currency conversion fees stack up quickly on top of AUD pricing, making Updoc more expensive than initially expected. You might also have found a local New Zealand telehealth provider that charges in NZD and offers faster support. Some customers discover the subscription doesn't match their actual medical needs, or they prefer face-to-face consultations with a local GP.
Others cancel because Updoc holds no physical office in New Zealand-all contact must route through Australian or UK addresses, which creates delays when you need urgent support or have billing disputes. This geographical distance is a genuine friction point for New Zealand customers.
When to keep your subscription instead
Keep your Updoc subscription if you regularly need medical certificates for work or study, and you value the convenience of same-day consultation. If currency conversion costs concern you, calculate your annual spend and compare it to GP visit fees in your region. Yafee's analysis shows that some New Zealand users actually save money using Updoc for routine certificates, even after conversion fees, compared to repeated GP appointments.
Your consumer rights in new zealand
New Zealand law gives you strong protections when cancelling digital services like Updoc, grounded in the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
Your legal position
Under the Consumer Guarantees Act 1993, you have the right to cancel a subscription service if Updoc fails to deliver the service as promised-for example, if the telehealth platform is unavailable, consultations are delayed beyond stated timeframes, or you cannot access your documents. You also have the right to cancel if Updoc breaches the Fair Trading Act 1986 by making misleading claims about pricing, availability, or support responsiveness.
Furthermore, if you cancel a subscription before your next billing date, Updoc must not charge you again. The law also requires that Updoc's cancellation process is straightforward and not deliberately obscured. If the company makes cancellation difficult-for instance, by requiring you to post a letter to Australia rather than offering an online method-you can lodge a complaint with the Commerce Commission, which enforces consumer law in New Zealand.
What the law says about refunds
Under the Consumer Guarantees Act 1993, you can request a refund if you cancel within a reasonable timeframe and the service has not yet been consumed. In practice, this means if you cancel a monthly subscription before your next billing cycle, you should receive a refund for any unused portion of your current month. Updoc is not required to refund you for medical consultations you've already completed or documents you've already received.
If Updoc refuses a refund you believe you're entitled to, you can escalate to the Commerce Commission's consumer complaints service. Yafee strongly recommends documenting all communication with Updoc before escalating.
How to cancel Updoc: step-by-step
Updoc manages all subscription cancellations through your patient portal account; there is no phone line or in-app cancellation method listed on the platform.
Step 1: log in to your Updoc patient portal
Open your web browser and navigate to the Updoc patient portal. Enter your email address and password. If you've forgotten your password, use the "Forgot password?" link to reset it via email.
Step 2: navigate to your account settings
Once logged in, look for an account menu-typically in the top-right corner or accessible via a hamburger menu (three horizontal lines) on mobile. Select "Account Settings," "Billing," "Subscription," or a similarly named option. The exact label varies depending on Updoc's current interface design.
Step 3: locate your active subscription
Within your account settings, find the section that displays your current subscription plan. This section should show your plan name (Plus, Pro, or Platinum), your billing frequency (monthly), and your next renewal date. Take a screenshot for your records.
Step 4: select the cancellation option
Look for a button or link labeled "Cancel subscription," "Remove subscription," "Pause subscription," or similar. Click on it. Some platforms offer the choice to pause a subscription (temporarily stop billing) or cancel entirely (permanently remove). If you want to stop being charged, select full cancellation.
Step 5: confirm your cancellation
Updoc will likely ask you why you're cancelling-select the option that best describes your reason. You may be offered a discounted rate to retain your subscription; decline this if you're certain you want to cancel. Confirm your cancellation by clicking the final "Confirm" or "Cancel subscription" button.
Step 6: save your cancellation confirmation
Updoc should display a confirmation message or send you a confirmation email within minutes. Screenshots matter: capture the confirmation page and save the email to a folder. Note the cancellation date and any mention of your final billing date. Yafee recommends keeping this evidence for at least 12 months.
What if you cannot find the cancellation option?
If the cancellation button is missing or hidden, contact Updoc via their support channel-typically an email form or live chat within the portal. Write a clear email stating: "I request immediate cancellation of my Updoc subscription effective [today's date]. Please confirm cancellation and provide a final billing date." Send this from the email address associated with your account. Keep a copy for your records.
After you cancel: what to expect
Cancellation is not always instant; you should expect Updoc to stop charging you on your next scheduled renewal date, not immediately.
Timeline for cancellation to take effect
Most subscription services, including Updoc, process cancellations at the next billing cycle. If you cancel on the 15th of the month and your renewal date is the 20th, your final charge will likely occur on the 20th, and no charge will apply after that date. If your renewal date is the 10th-which has already passed-your next charge may not occur for another month, depending on Updoc's billing system.
Checking that charges have stopped
Monitor your bank statements or credit card statement for 60 days after your cancellation date. If you see a charge from Updoc after your final billing date, contact your bank immediately and request a chargeback dispute. Provide your cancellation confirmation email as evidence. Yafee advises keeping your cancellation proof for this exact reason.
Accessing your medical records after cancellation
Cancellation of your subscription does not delete your medical records held by Updoc. You should be able to download or request copies of your documents (medical certificates, prescriptions, referrals) from the portal for a limited time after cancellation, or you can contact Updoc's support team to request your records by email. Do this before cancelling if you need to preserve documents for your employer, school, or GP.
Refunds and billing disputes
Updoc does not advertise an automatic refund policy on their website; whether you receive a refund depends on your specific circumstances and New Zealand consumer law.
When you are entitled to a refund
You are entitled to a refund if you cancel before your next billing date and Updoc has not yet charged you for the next month. For example, if you subscribe on the 1st of the month and cancel on the 5th before any charge is applied, no refund is necessary because you've incurred no charge. Conversely, if you're charged on the 1st and cancel on the 2nd before using the service, the Consumer Guarantees Act 1993 provides grounds to request a refund for the unused portion of your subscription.
How to request a refund
Email Updoc's support team from the address linked to your account. State: "I cancelled my subscription on [date] and request a refund for any unused portion of my subscription covering the period [start date] to [end date]. Please confirm receipt of this request and advise the refund amount and processing timeline."
Updoc must respond within a reasonable timeframe-typically 5-10 business days in New Zealand practice. If they refuse without explanation, or if you believe the refusal breaches the Consumer Guarantees Act 1993, escalate to the Commerce Commission.
Currency conversion disputes
If you notice unfair currency conversion charges applied by Updoc or your bank, Yafee recommends comparing Updoc's exchange rate against the Reserve Bank of New Zealand's published rates for the transaction date. If Updoc applied a rate significantly worse than the market rate, request an adjustment or a partial refund citing Fair Trading Act 1986 provisions on misleading pricing.
Common mistakes to avoid when cancelling
Cancelling a subscription can feel straightforward, but a few missteps can leave you paying longer than necessary or unable to prove you cancelled at all.
Mistake 1: cancelling through the wrong channel
Do not attempt to cancel through Apple App Store, Google Play, or third-party billing platforms if you set up your Updoc subscription directly through Updoc's portal. Cancelling through those platforms may remove the app but will not stop Updoc from billing you. Always cancel through the Updoc portal itself.
Mistake 2: assuming cancellation is instant
Many New Zealand users assume cancellation takes effect immediately. In reality, subscription platforms typically honor your request at the next billing cycle. If you cancel on the 15th and your renewal is the 25th, expect a final charge on the 25th. Plan your cancellation timing accordingly.
Mistake 3: not saving confirmation
Do not rely on memory or a fleeting screen message. Screenshot your cancellation confirmation page and save the confirmation email. Yafee has seen countless cases where customers claimed they cancelled but had no proof-this evidence is crucial if Updoc charges you after cancellation or if you need to dispute with your bank.
Mistake 4: deleting your account instead of cancelling your subscription
Some platforms allow you to delete your entire account separately from cancelling your subscription. Deleting your account may not stop billing. Always cancel the subscription first, verify no further charges appear, then delete your account if you wish.
Mistake 5: ignoring currency conversion warnings
When you receive your cancellation confirmation, check whether Updoc's final invoice is shown in AUD or NZD, and what the exchange rate applied was. If the rate seems unfair, note this for your records and consider contesting it with the Commerce Commission if the difference is substantial.
Alternative telehealth options in new zealand
If you're cancelling Updoc because of cost or service gaps, several New Zealand-based telehealth providers operate in NZD and offer local support.
| Provider | Subscription model | Pricing (NZD) | Key feature |
|---|---|---|---|
| Local GP cooperatives (varies by region) | Pay-per-consult or membership | $20-50 per consult | Local New Zealand GPs, NZD billing |
| Digital telehealth providers (NZ-based) | Pay-per-consult | $30-80 per consult | Video and phone consultations, NZD pricing |
| Community health clinics | Subsidised or free | $0-20 per visit | Funded by DHBs, variable availability |
| Prescription delivery services | Pay-per-prescription | Varies | Partner with local GPs, home delivery |
| Occupational health providers | Employer-funded or pay-per-consult | $0-100 per consult | Work-related medical certificates and advice |
| Whanau ora health initiatives | Subsidised or free | $0-15 per visit | Community-based, culturally tailored care |
Escalation: what to do if Updoc refuses to cancel
Updoc must honor your cancellation request under New Zealand law; if they refuse or claim they cannot process it, you have clear legal recourse.
Step 1: request cancellation in writing
Send a formal email to Updoc's support address. Write: "I formally request cancellation of my subscription (Account [your email/ID]) effective immediately. Please confirm receipt and provide a cancellation confirmation number within 3 business days. If you do not respond, I will escalate this matter to the Commerce Commission."
Step 2: allow 5 business days for a response
Updoc should respond with a confirmation within 5 business days. If they claim they cannot cancel, ask them to explain why in writing. Their response becomes your evidence if you escalate.
Step 3: lodge a complaint with the commerce commission
If Updoc refuses to cancel or does not respond, visit the Commerce Commission website (www.comcom.govt.nz) and lodge a consumer complaint. Provide your cancellation request email, Updoc's response (or lack thereof), and your cancellation confirmation screenshot. The Commerce Commission will investigate on your behalf and can compel Updoc to honor your request.
Step 4: dispute the charge with your bank
If Updoc continues to charge you after you've formally requested cancellation, contact your bank and request a chargeback dispute. Provide your written cancellation request and Updoc's refusal as evidence. Your bank can recover funds on your behalf.
Key checklist: before and after cancellation
Use this checklist to ensure you cancel Updoc smoothly and protect yourself from further charges.
| Task | Timing | Evidence to save |
|---|---|---|
| Download or request a copy of all your medical records and documents | Before cancelling | Email from Updoc confirming records sent or download receipts |
| Log into your Updoc portal and confirm your current plan and renewal date | Before cancelling | Screenshot of your account page showing plan name and next billing date |
| Complete the cancellation process via the portal | Immediately | Screenshot of cancellation confirmation page |
| Save the cancellation confirmation email from Updoc | Immediately after | Email file (PDF or screenshot) in a secure folder |
| Monitor your bank statement for 60 days | After cancellation | Screenshots of statement showing no further Updoc charges |
| If charged after cancellation, dispute with your bank | Within 30 days of unwanted charge | Cancellation confirmation and charge dispute form |
Your cancellation address for Updoc in the united kingdom and australia
Updoc does not maintain a New Zealand office. If you need to send a formal cancellation letter by post-for example, as evidence for a dispute with the Commerce Commission-you can contact Updoc's registered address in the United Kingdom or Australia. However, email is the preferred and faster method for New Zealand customers.
For immediate, documented cancellation, Yafee advises sending your cancellation request via email to Updoc's support portal and keeping a copy. If Updoc's website lists a UK or Australian postal address, you can also send a registered letter marked "Cancellation Request" to that address, but allow 10-14 business days for processing plus international mail delays.
Contact Updoc through the patient portal itself-click "Support" or "Help" and use the contact form or email link provided. This ensures your request reaches the correct team and creates a dated record of your communication.
Final steps: protect yourself and move forward
Cancelling a subscription is not the end of your involvement; you must verify that charges have stopped and keep your evidence secure.
Yafee has helped thousands of consumers cancel subscriptions and dispute unwanted charges. Once you've cancelled Updoc, monitor your statements for 60 days, keep your cancellation confirmation email and screenshot for 12 months, and only delete your account after you've confirmed no further charges appear. If Updoc continues to bill you after cancellation, you have strong legal protection under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. The Commerce Commission is your escalation route if Updoc refuses to cooperate.
By following this guide and keeping clear records, you protect your rights as a New Zealand consumer and ensure a clean break from Updoc. Yafee remains here to support you through any dispute with the service provider.
Important warning
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- 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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