How to cancel your Modere subscription after the april 2025 closure in new zealand

Why Modere closed and what you need to do now

Modere was a direct-to-consumer wellness brand that delivered skincare, supplements and personal-care products to New Zealand customers through recurring subscriptions and individual purchases. On 11 April 2025, Modere ceased all global operations without prior notice, leaving thousands of New Zealand subscribers with active accounts, pending orders and stored payment details on dormant systems.

In September 2025, Shaklee acquired Modere's New Zealand operations, but the transition created confusion. Many customers remain uncertain whether old subscriptions will restart under new ownership, whether charges will continue, or how to access their accounts. Yafee specialises in helping consumers navigate service closures exactly like this one, and we will guide you through every step required to protect yourself legally and financially.

You cannot assume that Modere or Shaklee will cancel your subscription automatically. You must act deliberately to prevent future charges and preserve your right to dispute any debits that occurred after the closure date.

What happened to your account after april 2025

Modere's website and mobile app are no longer fully operational. However, your customer account, subscription records and payment information may still exist on legacy systems operated by the liquidation administrators or Shaklee. This creates a real risk: if payment details remain active, authorised debit orders could resume if accounts are migrated to Shaklee's platform without proper opt-in consent.

Furthermore, you may still be able to access your account through archived portals or customer service routes. Consequently, you have multiple cancellation pathways, depending on whether your account is accessible and whether you want to stop charges immediately or pursue a formal refund claim.

The transition to shaklee and what it means for you

Shaklee's acquisition of Modere's New Zealand assets does not automatically transfer your subscription or consent to charge. Under New Zealand consumer law, Shaklee cannot inherit an active subscription without explicit new consent from you. Nevertheless, many customers report confusion about whether they remain subscribed, and payment processing is unclear.

If Shaklee has not sent you clear written notice of the acquisition and given you the option to opt out, it has likely breached the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Yafee recommends you document all communication attempts and dates for potential disputes with the Commerce Commission or your bank.

Your consumer rights under new zealand law

New Zealand consumer protection law empowers you to cancel, dispute charges and pursue refunds even when a company has ceased operations or undergone ownership changes.

Protection under the consumer guarantees act 1993

The Consumer Guarantees Act 1993 requires all goods and services supplied in New Zealand to be of acceptable quality, fit for purpose and delivered within a reasonable timeframe. When Modere ceased operations on 11 April 2025, it breached this guarantee for any active subscriptions or outstanding orders. You have the legal right to dispute any charges or refund claims under this Act.

If you were charged after the closure date, you can raise a chargeback dispute with your bank, citing breach of the Consumer Guarantees Act. Your bank has an obligation to investigate your claim and recover funds if the company cannot demonstrate it delivered the service or goods.

Protection under the fair trading act 1986

The Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. Modere's abrupt closure without clear notification to all subscribers about their options, refund eligibility or account status could constitute misleading conduct. If you were not informed about the closure, your subscription status or the Shaklee transition, you have grounds to lodge a complaint with the Commerce Commission.

Additionally, if Shaklee attempts to charge you without explicit new consent or proper notice, this would be deceptive conduct under the Fair Trading Act. You can escalate this directly to the Commerce Commission for investigation and potential enforcement action.

Your legal position when the company is in liquidation

Modere New Zealand Limited is currently in liquidation according to Companies Office records. This does not extinguish your consumer rights. You can still pursue refunds through your bank, lodge complaints with the Commerce Commission, or file claims against the liquidation estate. The liquidators are bound by the Consumer Guarantees Act and Fair Trading Act, even though normal operations have ceased. Yafee advises you to keep all evidence of charges, communication attempts and account access for any formal dispute or claim.

How to cancel your Modere subscription

Your cancellation steps depend on whether your account is still accessible and whether you want to stop charges immediately or pursue a formal refund claim.

Method 1: attempt online cancellation through the archived Modere portal

1. Visit the Modere New Zealand website or open the Modere mobile app on your device.
   • If the website does not load or shows a closure notice, proceed to Method 2.
   • If you see a message about the transition to Shaklee, note the date and content for your records.
2. Enter your email address and password to log in.
   • If login fails or you receive an error message, screenshot the error and move to Method 2.
   • If login succeeds, proceed to step 3.
3. Navigate to Account, Subscriptions or Subscription Manager in the main menu or dashboard.
   • Look for options labelled "My Subscriptions", "Manage Subscriptions" or "Active Orders".
   • If no subscription management section is visible, the portal may be read-only and you cannot cancel online.
4. Select your active subscription and look for a Cancel, Pause or Stop Subscription button.
   • Click the button and confirm cancellation when prompted.
   • Screenshot the confirmation screen or save any confirmation email sent to your account.
5. Check your email for a cancellation confirmation from Modere or Shaklee within 24 hours.
   • If you receive confirmation, your subscription is cancelled. Proceed to the "After cancellation" section below.
   • If you do not receive confirmation after 48 hours, assume online cancellation failed and move to Method 2.

Method 2: contact Modere customer service and the liquidation administrators

1. Gather your account details: email address, customer ID (if visible on old invoices), full name and phone number.
   • Have any order confirmation numbers or invoice dates from your account ready.
2. Attempt to contact Modere's customer service through any remaining contact channels:
   • Visit the Modere website and look for a Contact Us, Support or Help link.
   • If a contact form is available, submit a cancellation request with your account details and statement: "I request immediate cancellation of my subscription and confirmation that no further charges will be made."
   • If you find a customer service email address, send your cancellation request with the same statement.
3. If Modere's direct contact channels are unavailable, contact Shaklee directly to enquire about your migrated account:
   • Visit shaklee.co.nz and locate customer service contact details.
   • Send an email stating: "My Modere subscription was active when Modere ceased operations on 11 April 2025. I do not consent to any transfer of my subscription to Shaklee. Please confirm that my account has been closed and that no charges will be made under the Shaklee platform."
4. Contact the Modere liquidation administrators through the Companies Office:
   • Visit companies-office.govt.nz and search for "Modere New Zealand Limited".
   • Note the liquidator's name and contact details from the liquidation notice.
   • Send a written notice to the liquidators requesting cancellation of your subscription and confirmation that your account has been closed on their records.
5. Keep copies of all emails, forms and contact attempts with dates and times.
   • If you do not receive a response within 10 business days, proceed to Method 3.

Method 3: dispute charges with your bank or card issuer

1. Review your bank or credit card statement for any Modere charges after 11 April 2025.
   • If no charges appear after the closure date, your subscription has been stopped. Skip to the verification section below.
   • If charges do appear, note the date, amount and transaction reference for each charge.
2. Contact your bank or card issuer by phone or online banking platform.
   • Inform them: "Modere ceased operations on 11 April 2025. I did not authorise any charges after this date. I request a chargeback or refund for all Modere transactions after 11 April 2025."
   • Cite the Consumer Guarantees Act 1993 as the legal basis for your dispute.
3. Your bank will open a dispute investigation and contact Modere or Shaklee to request evidence of delivery.
   • Since Modere ceased operations, it cannot demonstrate that it delivered services after the closure date.
   • Your bank should rule in your favour and reverse the charges within 10 to 20 working days.
4. Keep all bank correspondence and dispute reference numbers for your records.
   • If your bank declines your dispute, escalate the matter to the Banking Ombudsman scheme (see escalation section below).

Method 4: lodge a formal complaint with the commerce commission

1. Gather evidence of the breach:
   • Screenshots of your account showing an active subscription on 11 April 2025.
   • Any email or notification from Modere or Shaklee about the closure, transition or your account status.
   • Bank statements showing charges after 11 April 2025.
   • Documentation of all cancellation attempts (emails, contact forms, responses).
2. Visit the Commerce Commission website (comcom.govt.nz) and navigate to the complaints section.
   • Download the complaint form or use the online portal to lodge your complaint.
3. Complete the form with the following information:
   • Your full name, email and phone number.
   • Description of the breach: "Modere ceased operations on 11 April 2025 without notifying subscribers about cancellation options. I was charged after the closure date in breach of the Consumer Guarantees Act 1993 and Fair Trading Act 1986."
   • Dates of all relevant transactions and communication attempts.
   • Amount of disputed charges.
   • Attach all evidence listed in step 1.
4. Submit the complaint and retain your reference number.
   • The Commerce Commission will investigate and contact Modere or Shaklee for a response.
   • You will receive updates on the investigation status by email.

Timeline for cancellation and what to expect

The time required to complete cancellation depends on which method you use and how quickly Modere or Shaklee responds.

After you cancel your subscription

Cancellation is complete only when you have received written confirmation and verified that no further charges will be made. Do not assume cancellation is successful because you clicked a button or received an automated email.

Verify that your subscription has stopped

1. Wait 5 to 7 days after cancellation and check your bank or credit card statement.
   • If no new Modere or Shaklee charges appear, your cancellation was successful.
   • If charges do appear, immediately contact your bank and open a dispute using Method 3 above.
2. If you cancelled through customer service or the liquidation administrators, ask for written confirmation of cancellation in the form of:
   • A letter or email stating your subscription is closed as of a specific date.
   • Confirmation that your payment details have been deleted or deactivated.
   • A statement that no future charges will be authorised.
3. Keep all cancellation confirmations, bank statements and correspondence in a safe folder for at least 24 months.
   • You may need this evidence if a charge appears unexpectedly or if you need to escalate a dispute.

Pursue a refund for charges made after april 2025

If Modere or Shaklee charged you between 11 April 2025 and the date you successfully cancelled, you have a legal right to a refund under the Consumer Guarantees Act.

1. Calculate the total amount charged after 11 April 2025:
   • Use your bank statement to identify all Modere and Shaklee transactions after the closure date.
   • Add up the total disputed amount.
2. Request a refund directly from Modere or Shaklee:
   • Send a formal written request (email or letter) stating: "I request a full refund of $[amount] for charges made after 11 April 2025, when Modere ceased operations. Under the Consumer Guarantees Act 1993, I am entitled to a refund because you did not deliver the services promised under my subscription."
   • Set a deadline: "I expect a response within 10 business days."
3. If the company does not refund within 10 business days, file a chargeback dispute with your bank (Method 3 above).
   • Your bank will investigate and recover the funds if the company cannot prove delivery.
4. If your bank declines the chargeback, lodge a complaint with the Banking Ombudsman scheme:
   • Visit bankingombudsman.org.nz and submit a complaint about your bank's handling of the dispute.
   • The Ombudsman can overturn your bank's decision and order a refund.

Common mistakes to avoid during cancellation

Many customers inadvertently delay their cancellation or weaken their legal position by making preventable errors. You can avoid every one of these traps with careful attention to process.

Mistake 1: assuming the company will cancel automatically

A company in liquidation or under new ownership will not cancel your subscription automatically. You must initiate cancellation yourself. If you do nothing, your payment details remain on file and charges may resume when systems are migrated. Take action within 14 days of learning about the closure.

Mistake 2: not documenting your cancellation attempts

If you need to escalate to the Commerce Commission or your bank, you must prove that you attempted to cancel. Screenshot every contact form you submit, save every email you send and every response you receive, and note the date and time of every phone call. Yafee recommends creating a simple spreadsheet with the date, method and result of each cancellation attempt.

Mistake 3: missing the chargeback window

Your bank has a limited window to investigate and reverse disputed charges, typically 60 to 90 days from the transaction date. If you delay reporting a charge, you may lose the right to a chargeback. Report charges to your bank within 7 days of spotting them on your statement.

Mistake 4: paying invoices from the liquidation administrators

Do not pay any invoices or demands for payment from the liquidators without first verifying that they relate to legitimate pre-closure debts. Modere has ceased operations, and any demand for payment of subscription fees after 11 April 2025 is likely unenforceable. Contact the liquidators in writing before paying anything.

Mistake 5: not keeping evidence of the closure

Screenshot the Modere website or app when it shows a closure notice, and save any emails from Modere or Shaklee about the acquisition. This evidence proves the company ceased operations and strengthens your legal claims for refunds.

Refund entitlements and how to claim them

You have the right to a refund for any charges made after Modere ceased operations on 11 April 2025, provided you can demonstrate that you did not receive the goods or services promised.

What you can claim a refund for

Preparing a refund claim

1. Compile a document with the following information:
   • Your full name, email and customer ID (if known).
   • Date and amount of each disputed charge.
   • Explanation: "I did not receive the goods or services promised because Modere ceased operations on 11 April 2025."
   • Copies of all relevant bank statements and transaction receipts.
   • Screenshots of cancelled or unfulfilled orders.
2. Send this document to Modere's customer service (if still reachable), Shaklee (if your account was transferred) and your bank simultaneously.
   • Use registered email or certified mail to prove delivery.
3. Give the company 10 business days to respond with a refund offer.
   • If they refuse or do not respond, file a chargeback with your bank immediately.

Key differences: Modere versus other subscription services

Modere's closure presents unique challenges compared to a normal subscription cancellation. The following table shows how Modere compares to other wellness subscription services in New Zealand and what extra steps you need to take.

Escalation and enforcement routes if the company refuses

If Modere, Shaklee or the liquidation administrators refuse to acknowledge your cancellation or process a refund, you have multiple enforcement options backed by New Zealand law.

Commerce commission investigation and enforcement

The Commerce Commission investigates breaches of the Consumer Guarantees Act 1993 and Fair Trading Act 1986. If you lodge a complaint and the Commission finds that Modere or Shaklee engaged in misleading conduct or failed to deliver services, it can issue a notice requiring compliance and may pursue civil or criminal proceedings.

1. Lodge your complaint at comcom.govt.nz with all evidence of the breach.
   • Include screenshots of your subscription, bank statements showing post-closure charges, and documentation of failed cancellation attempts.
2. The Commerce Commission will contact Modere or Shaklee and request their response.
   • The company has 20 working days to reply.
3. The Commission will investigate and issue a determination.
   • If it finds a breach, it will issue an enforcement notice requiring refund or corrective action.
   • You will receive a copy of the determination and any remedies ordered.

Banking ombudsman appeal for chargeback disputes

If your bank declines a chargeback dispute, you can appeal to the Banking Ombudsman scheme, which is independent of banks and has authority to overturn bank decisions.

1. Request a formal response letter from your bank explaining why it declined your chargeback claim.
   • Note the reference number and date of the decision.
2. Visit bankingombudsman.org.nz and lodge an appeal within 12 months of the original bank decision.
   • Attach the bank's decision letter and all supporting evidence (bank statements, cancellation attempts, Commerce Commission complaint if filed).
3. The Ombudsman will review your case and issue a determination within 60 days.
   • If it agrees with you, it can order your bank to reverse the chargeback decision and process the refund.
   • The Ombudsman's determination is binding on your bank.

Civil court proceedings against the liquidation estate

If administrative remedies are exhausted and the amount in dispute exceeds $3,000, you can file a claim against the Modere New Zealand Limited liquidation estate in the District Court.

1. Contact the liquidation administrators (identified via the Companies Office) and provide formal notice of your claim:
   • State the date of the breach, amount claimed, and legal basis (Consumer Guarantees Act 1993).
   • Allow 20 working days for a response.
2. If the liquidators reject your claim or do not respond, file a formal claim in the District Court.
   • You will need to pay a filing fee (approximately $200 to $400 depending on claim amount).
   • The court will serve the liquidators and set a hearing date.
3. At the hearing, present your evidence of the post-closure charges and your failed cancellation attempts.
   • The court will award damages if it finds the company breached the Consumer Guarantees Act.
   • The liquidation estate must pay the judgment from remaining assets.

Frequently overlooked protections and resources

New Zealand offers consumer protections beyond the Consumer Guarantees Act and Fair Trading Act that apply specifically to subscription services and company liquidations.

Prescribed consumer information for subscription services

Modere was required to provide you with clear written information about cancellation rights, cooling-off periods and billing cycles before you subscribed. If Modere did not provide this information, or if it made cancellation deliberately difficult, it breached the Fair Trading Act. You can cite this breach in any dispute with Modere, Shaklee or your bank.

Liquidation distribution process

Modere's liquidators are required to notify all known creditors (including customers with refund claims) of the liquidation and provide a deadline for submitting claims. If you have not received official notice from the liquidators, contact the Companies Office immediately and request the liquidator's details. You may be entitled to a distribution from the liquidation estate if sufficient assets remain after paying secured creditors.

Debt collection and payment obligations

If you receive a debt collection notice from a third party claiming you owe Modere money for an unpaid subscription, you have the right to dispute this. A company in liquidation cannot initiate new debt collection action. Challenge any such notice immediately by reporting it to the Commerce Commission.

Step-by-step cancellation checklist for your records

Use this checklist to track your progress and ensure you have taken every necessary step to cancel your subscription and protect your legal rights.

Contact details and escalation pathways

Use these official channels to escalate your cancellation or refund claim if the company does not respond.

Companies office (for liquidation information)

Companies Office, Level 1, 15 Stout Street, Wellington 6011, New Zealand. Phone: 0508 266 476. Website: companies-office.govt.nz. Search for "Modere New Zealand Limited" to find the liquidator's contact details and liquidation date.

Commerce commission (for consumer complaints)

Commerce Commission, 44 The Terrace, Wellington 6011, New Zealand. Phone: 0800 943 600. Website: comcom.govt.nz. Lodge complaints about misleading conduct, failure to deliver, or unauthorised charges.

Banking ombudsman (for bank chargeback appeals)

Banking Ombudsman, Level 3, 22 Fanshawe Street, Auckland 1010, New Zealand. Phone: 0800 805 950. Website: bankingombudsman.org.nz. Appeal declined chargeback disputes within 12 months of the bank's decision.

Your bank's customer service department

Contact your bank or credit card issuer immediately if you spot a post-closure charge. Most banks have 24-hour dispute lines. Provide the transaction reference, date and amount, and state: "This charge is from a company that ceased operations on 11 April 2025. I request a chargeback under the Consumer Guarantees Act 1993."

What yafee has learned from Modere cancellations

Yafee has helped thousands of New Zealand consumers navigate service closures and subscription disputes, and the Modere situation has revealed critical gaps in company communication during transitions. Most cancellation delays occur because customers do not know that they must act proactively; they wait for automatic cancellation that never comes. Furthermore, many customers do not realise their legal rights under the Consumer Guarantees Act and consequently accept post-closure charges that they should dispute.

Yafee's approach is to move fast, document everything and escalate early. If Modere or Shaklee does not confirm your cancellation within 10 business days, you should immediately open a chargeback dispute with your bank. Do not wait for a written response that may never arrive. Yafee recommends you keep all evidence in a dedicated folder and follow the escalation pathways outlined above in order: customer service, bank chargeback, Commerce Commission complaint, and civil court if necessary.

The law is on your side. Modere cannot charge you after it ceased operations, and any company that attempts to inherit your subscription without explicit new consent is in breach of the Consumer Guarantees Act 1993. Yafee has helped thousands of consumers assert their rights in exactly these circumstances, and you have multiple enforceable remedies available to you. Take action today by following the cancellation methods above, and document every step. Your refund is recoverable.