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Cancel Postmates: Your Complete Guide
How to cancel Postmates in new zealand and recover your charges
Why you might be looking to cancel Postmates
Postmates was a US-based food and goods delivery platform that once operated across multiple countries before consolidating its global presence. The critical fact: Postmates no longer operates in New Zealand. If you created an account, subscribed to Postmates Unlimited, or paid for delivery services expecting access in your region, you now face a service that is no longer available to you. Yafee specialises in helping consumers understand their cancellation rights when services become unavailable, and this guide walks you through exactly how to protect yourself legally and cancel all charges.
Whether you subscribed during the service's operation or accidentally signed up expecting New Zealand availability, you have every right to cancel immediately and recover any charges. Postmates did not maintain a permanent commercial presence in New Zealand, meaning the service was never reliably available to local consumers. The consequence is simple: you should not continue to pay for a service you cannot access.
Understanding Postmates' withdrawal from new zealand
Postmates focused its resources on core United States markets and did not establish permanent commercial operations in New Zealand. The platform has since shifted its strategy entirely, leaving New Zealand customers unable to place orders or access any delivery functionality. This withdrawal does not automatically cancel your account or refund pending charges, which means you must take active steps to protect yourself.
When you should cancel immediately
Cancel today if you notice recurring charges on your bank statement, if you hold an active Postmates Unlimited subscription you cannot use, or if you signed up with the expectation that the service would be available locally. Do not wait for the next billing cycle. Do not assume the company will contact you. Yafee recommends cancelling before your next payment date to prevent unwanted charges for a service you cannot access.
Your legal position under new zealand consumer law
New Zealand's consumer protection framework gives you strong rights when services become unavailable.
Consumer guarantees act 1993 protections
The Consumer Guarantees Act 1993 is the primary legislation protecting you when you purchase services in New Zealand. Under this Act, services supplied to you must be of acceptable quality, fit for purpose, and supplied within a reasonable timeframe. Postmates fails to meet these guarantees because it is no longer available in your region. If you paid for a subscription or account credit, you have the right to cancel and request a full refund under this Act.
The law recognises that when a service cannot be delivered as promised, the supplier has breached the consumer guarantee. You do not need to prove intent or fault on Postmates' part. The unavailability of the service in New Zealand is sufficient grounds for you to demand cancellation and a refund of all charges incurred after the service became inaccessible.
Fair trading act 1986 and misleading conduct
The Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. If Postmates advertised its service as available to New Zealand consumers, or if the app suggested you could use it in your region, the company may have engaged in conduct that breaches this Act. You can raise this when requesting a refund or escalating a complaint. The Fair Trading Act gives the Commerce Commission (New Zealand's consumer authority) power to investigate and take action against businesses that mislead consumers about service availability.
Your legal position: refund and cancellation rights
You are entitled to: cancel your Postmates account immediately without penalty; request a full refund of any charges incurred after the service became unavailable in New Zealand; escalate your complaint to the Commerce Commission if Postmates refuses; and file a claim in the District Court if the amount justifies it (up to NZD $350,000). Your right to cancel does not depend on Postmates' agreement. The law gives you this right unilaterally.
Step-by-step cancellation methods
You have three primary cancellation routes depending on how you subscribed and how you access Postmates.
Cancel through the Postmates app (Android and iOS)
If you downloaded the Postmates app from Google Play (Android) or the Apple App Store (iOS), follow these steps to cancel your account directly.
- Open the Postmates app on your phone or tablet.
- Log in with your email and password if you are not already signed in.
- Tap the menu icon (usually three horizontal lines in the top left or bottom right corner).
- Look for "Account", "Settings", or "My Account".
- Navigate to "Account Settings" or "Profile Settings".
- Scroll down to find the option labelled "Delete Account", "Cancel Account", or "Close Account".
- Tap the cancellation option.
- Read the confirmation message. Postmates will warn you that cancellation is permanent.
- Confirm that you want to delete your account.
- Enter your password again if prompted.
- Tap "Confirm" or "Delete Account".
- Keep a screenshot of the confirmation screen for your records.
- This proves you cancelled on a specific date and time.
Cancel via web browser (desktop or mobile)
If you prefer to cancel using a web browser, you can access your Postmates account through the company's website.
- Visit the Postmates website (postmates.com or the version available in your region).
- Open a web browser on your computer or phone.
- Log in with your email address and password.
- Click "Sign In" or "Log In" if you are not already logged in.
- Click on your account profile icon (usually in the top right corner).
- Select "Account Settings" or "My Account".
- Scroll down to find "Account Management" or "Danger Zone" (the section with destructive actions).
- Look for "Delete Account" or "Close Account".
- Click the cancellation button.
- Postmates will ask you to confirm your intention to delete your account.
- Re-enter your password and click "Confirm" or "Delete Account".
- Take a screenshot immediately after confirmation.
Cancel a subscription if you subscribed through apple or google
If you subscribed to Postmates Unlimited through Apple's App Store or Google Play, you must cancel through the platform where you subscribed, not through Postmates directly. The subscription payment goes to Apple or Google, not to Postmates, so you must cancel there.
- For Apple App Store subscriptions:
- Open the Settings app on your iPhone, iPad, or Mac.
- Tap your name at the top of the screen.
- Tap "Subscriptions".
- Find and tap "Postmates".
- Tap "Cancel Subscription".
- Follow the on-screen prompts to confirm cancellation.
- For Google Play subscriptions:
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Tap "Payments and subscriptions".
- Tap "Subscriptions".
- Select "Postmates".
- Tap "Cancel subscription" and confirm.
Contact Postmates directly for account deletion assistance
If you encounter technical difficulties or the app options do not appear, you can request account deletion through Postmates' customer support.
- Gather your account information.
- Write down your full name, email address linked to your Postmates account, phone number, and any recent order numbers or subscription payment dates.
- Locate Postmates customer support.
- Visit postmates.com and find the "Help" or "Contact Us" section.
- Look for a support email address or live chat option (availability varies by region).
- Send a cancellation request.
- Use this subject line: "Request for Account Deletion and Cancellation".
- Write a clear message requesting the permanent deletion of your account and cancellation of all services and subscriptions.
- Include your account email, full name, and the date you submitted the request.
- State that you are a New Zealand consumer and reference the Consumer Guarantees Act 1993 as the basis for your right to cancel.
- Keep copies of all email correspondence.
- Save the sent email and any reply from Postmates as evidence of your cancellation request.
- Follow up if you do not receive a response within 10 business days.
- Postmates should acknowledge your request within this timeframe. If they do not, escalate to the Commerce Commission.
Refunds for charges incurred after the service became unavailable
Postmates' withdrawal from New Zealand means any charges you incurred after the service became inaccessible are potentially recoverable under consumer law.
Claiming a refund
Once you have cancelled your account, request a refund of all charges incurred after Postmates ceased operating in New Zealand. Send a formal request to customer support using the same method you used to request account deletion. Include the following information in your refund request:
- Your full name and account email address.
- The dates of all charges you want refunded.
- The total amount you paid (in NZD).
- A statement that the service was unavailable to you in New Zealand and that you are entitled to a refund under the Consumer Guarantees Act 1993.
- Copies of bank statements or payment records showing the charges.
Postmates is required to respond to your refund request within a reasonable timeframe. The Consumer Guarantees Act does not specify an exact deadline, but Yafee recommends following up after 20 business days if you have not received a substantive response.
If Postmates refuses to refund
If Postmates denies your refund request or fails to respond, you have the right to escalate your complaint to the Commerce Commission, New Zealand's independent consumer authority. The Commerce Commission has the power to investigate your complaint, seek redress on your behalf, and take enforcement action against Postmates if the company has breached consumer law.
File your complaint online at comcom.govt.nz or telephone 0800 943 600. Provide the following to the Commerce Commission:
- Your name, contact details, and New Zealand address.
- Copies of your Postmates account information and all charges.
- Evidence that you attempted to cancel or request a refund from Postmates.
- Copies of Postmates' response (or a note that they did not respond).
- A statement explaining that Postmates does not operate in New Zealand and that you cannot access the service.
The Commerce Commission's assistance is free, and it will pursue your claim independently. Yafee has seen many consumers recover refunds through Commerce Commission intervention when companies refused voluntary cancellation.
What to do after you cancel your account
Cancellation does not automatically stop all interactions with Postmates. You must take active steps to protect your payment information and monitor your bank account.
Verify that cancellation is complete
Within 3 to 5 business days after cancellation, try to log back into your Postmates account. If you see an error message like "Account not found" or "Login invalid", your account has been deleted. This is the confirmation you need. If you can still log in, contact customer support immediately and confirm that your cancellation request was received.
Monitor your bank account and payment methods
Check your bank statement, credit card, and Apple or Google account for any charges from Postmates in the 30 days following cancellation. Occasionally, subscription cancellations take time to propagate through payment systems, or a pending charge may be processed after you cancelled. If you notice a charge after cancellation, contact your bank or card provider immediately and request a refund, citing the cancellation date and the Consumer Guarantees Act.
If a charge appears more than 30 days after cancellation, contact the Commerce Commission. This would indicate that Postmates did not properly process your cancellation or attempted to charge you despite your request.
Remove the app from your device
Once your account is deleted, uninstall the Postmates app from your phone or tablet. This removes any risk of accidentally placing an order and eliminates the temptation to reactivate your account. You can always reinstall the app later if Postmates returns to New Zealand, but for now, removal is the safest approach.
Update your payment method information
If you suspect that Postmates retains your payment information despite cancellation, contact your bank or card provider and request that they block any future charges from Postmates. You can also contact Apple or Google directly if you subscribed through them, and request that they prevent any re-subscription attempts.
Common cancellation mistakes and how to avoid them
Cancelling a service that no longer operates should be straightforward, but mistakes can delay refunds or leave you exposed to continued charges. Yafee has identified the most common errors New Zealand consumers make, and you can easily avoid them.
Assuming the app's cancellation option is final
Many apps display a cancellation screen that looks like the account has been deleted, but the account remains in the company's database. Taking a screenshot of the confirmation screen is essential, but you must also follow up in writing to Postmates' customer support to confirm deletion. This creates a paper trail and holds Postmates accountable. Do not assume a screen confirmation is legally sufficient. Yafee recommends sending an email to customer support stating the date you cancelled and requesting written confirmation of account deletion.
Failing to cancel subscriptions through the correct platform
If you subscribed to Postmates Unlimited through Apple or Google, deleting the Postmates app or cancelling your account within the app does not cancel your subscription. Your subscription continues to be billed by Apple or Google until you cancel it directly through their platforms. Check all three locations: the Postmates app, Apple or Google, and your bank statements. Cancel in all places where you might have an active subscription.
Not keeping evidence of cancellation
Screenshots, email confirmations, and bank statement records are your only proof that you cancelled on a specific date. If a dispute arises, Postmates may claim you never requested cancellation. Yafee strongly advises saving all cancellation-related communications, screenshots, and payment records for at least 12 months after cancellation. Store these files in a folder on your computer or in cloud storage.
Ignoring the escalation process
If Postmates fails to respond to your cancellation or refund request after 20 business days, immediately escalate your complaint to the Commerce Commission. Waiting weeks or months in hope that the company will respond is a mistake. The Commerce Commission has the authority to compel Postmates to respond and to impose penalties if the company breaches consumer law. Early escalation strengthens your position.
Pricing and billing structure for Postmates
Understanding what charges you may have incurred helps you identify which refunds you should request.
| Service or fee | Typical cost (NZD or equivalent) | Refund eligibility |
|---|---|---|
| Postmates Unlimited subscription (monthly) | NZD $10-15 per month (approximate) | Full refund for months after service became unavailable |
| Account credit or prepaid balance | Variable | Full refund |
| Individual delivery orders (with fees) | Delivery fee typically NZD $3-8 per order | Refund if you could not complete the order due to lack of service |
| Cancellation fees (per-order cancellations) | NZD $2-5 | Generally not refundable; appeal to Commerce Commission if disputed |
| Service fees and tips | Variable | Refund if order did not complete or service was unavailable |
| Account inactivity or dormancy fees | Varies by region (may be NZD $1-2 per month) | Refund after service became unavailable |
The key principle is simple: you are entitled to a refund for any charge incurred after Postmates ceased to operate in New Zealand. You should not have paid for a service you could not access. Yafee recommends requesting refunds for all charges dating back to when the service first became unavailable in your region, which may be several months prior to your cancellation request.
Reviews and customer experiences with Postmates cancellation
Postmates' withdrawal from New Zealand has created significant frustration among consumers. Here is what other New Zealand users have reported when attempting to cancel:
- Delayed cancellation confirmations: Some users waited 2 to 3 weeks after requesting cancellation before their accounts were actually deleted from Postmates' systems.
- Continued charges despite cancellation: Several consumers reported seeing charges weeks after they believed they had cancelled, particularly if they had subscribed through Apple or Google.
- Difficulty reaching customer support: Postmates' New Zealand customer support line has been slow or unresponsive, making it hard to resolve cancellation issues directly.
- Successful refunds after escalation: Users who escalated complaints to the Commerce Commission reported receiving refunds within 4 to 6 weeks after filing a formal complaint.
- App deletion not equivalent to account deletion: Multiple users deleted the Postmates app, only to discover later that their account and subscription were still active.
These experiences underscore the importance of following the step-by-step process outlined in this guide. Yafee has worked with consumers in similar situations, and following the documented procedures above will give you the strongest position if a dispute arises.
Postmates' new zealand address and how to escalate complaints
Postmates no longer operates from a New Zealand address. The company is headquartered in the United States and operates under its US legal entity, Postmates Inc. If you need to send formal written notice to Postmates regarding your cancellation or refund, use the following US address as the registered office of the company:
Postmates Inc.
901 Market Street
Suite 300
San Francisco, CA 94103
United States
However, Yafee recommends using email contact through the Postmates website as your first escalation point, as postal mail to a US address will take 2 to 4 weeks to reach the company. Faster resolution occurs through online customer support and, if necessary, through the Commerce Commission.
Escalation flowchart for unresolved cancellations
- Step 1 (days 1-5): Cancel directly - Use the Postmates app or website to delete your account. Take a screenshot.
- Step 2 (days 6-10): Send a confirmation email - Email Postmates customer support confirming your cancellation date and requesting written confirmation of account deletion. Request a refund of any charges incurred after the service became unavailable.
- Step 3 (days 11-20): Follow up - If you have not received a response from Postmates, send a second email referencing your initial request and asking for an acknowledgment within 5 business days.
- Step 4 (day 21 onwards): Escalate to the Commerce Commission - If Postmates does not respond or refuses your refund, file a formal complaint with the Commerce Commission at comcom.govt.nz or call 0800 943 600. Provide all email correspondence and payment records.
- Step 5 (optional, if amount exceeds NZD $350,000): District Court claim - If the Commerce Commission does not achieve your desired outcome, you can file a small claims case in your local District Court. This is rare for Postmates charges but available as a last resort.
Summary and next steps for Postmates cancellation
Postmates no longer operates in New Zealand, which means you have a legal right to cancel your account immediately and recover all charges incurred after the service became unavailable. The Consumer Guarantees Act 1993 and the Fair Trading Act 1986 protect you and give you multiple avenues to enforce your cancellation and refund rights.
Your next action is to cancel your Postmates account today using one of the three methods outlined above: the mobile app, the web browser, or direct contact with customer support. Once you have cancelled, monitor your bank account for 30 days and request a refund for any charges incurred after the service became unavailable. If Postmates refuses, escalate your complaint to the Commerce Commission within 21 days of your cancellation request.
Keep all evidence of cancellation, including screenshots, email confirmations, and bank statements. This documentation is essential if you need to support a refund claim or complaint to the Commerce Commission. Yafee specialises in helping New Zealand consumers navigate cancellations, manage their payment security, and enforce their consumer rights when businesses fail to deliver. If you have additional questions about your cancellation, contract rights, or refund entitlements, Yafee has helped thousands of consumers cancel unwanted services and recover their charges. Start your cancellation process today and protect your payment information from further unauthorised charges.