How to cancel Willow TV in new zealand and understand your consumer rights

What is Willow TV and why you might want to cancel

Willow TV is a cricket streaming service that delivers live international matches, highlights, and on-demand replays directly to your device. Whether you have decided the subscription no longer suits your viewing habits, you have experienced technical issues, or you want to manage your streaming costs, cancelling the service is straightforward once you understand which platform hosts your account.

Overview of the service

Willow TV specialises in comprehensive cricket coverage, bringing you international matches in real time. You access the platform via their website at willow.tv or through mobile applications on iOS and Android. The service attracts cricket enthusiasts across New Zealand who want detailed coverage without paying for traditional cable television bundles.

How Willow TV is delivered to you

You stream matches on any internet-connected device-smartphone, tablet, laptop, or smart television. Your subscription route determines your billing method and cancellation pathway. You may have signed up directly through willow.tv, via the Apple App Store, through Google Play Store, or through a third-party aggregator. Each platform has distinct cancellation steps, and Yafee recommends identifying your subscription source before proceeding with cancellation.

Your consumer rights in new zealand

New Zealand's Consumer Guarantees Act 1993 protects you when purchasing streaming services, and understanding these statutory rights strengthens your negotiating position if Willow TV fails to perform as promised.

Cooling-off periods and digital services

The standard 14-day cooling-off period does not automatically apply to digital services once you have begun accessing them. Because Willow TV provides immediate streaming access upon payment, the cooling-off window may not extend beyond the moment you first use the service. Consequently, you cannot rely on a general "change of mind" refund for digital content. However, this limitation does not leave you without legal recourse.

Your statutory remedies under the consumer guarantees act

If Willow TV fails to deliver the service as described-for example, if streams are unavailable when you attempt to watch, quality is substantially below what was advertised, or the app crashes repeatedly-you possess statutory remedies under the Consumer Guarantees Act 1993. You can request a refund, repair of the service, or replacement. Importantly, the law does not permit Willow TV to enforce a narrow 24-48 hour refund window if the fault is genuine and material. If Willow TV refuses to remedy a legitimate fault, you can escalate your complaint to the Commerce Commission, New Zealand's consumer enforcement authority.

Your legal position: You are protected by statute. A company's stated refund policy cannot override your Consumer Guarantees Act rights. If the service is faulty, defective, or fundamentally misrepresented, you retain the right to demand a remedy regardless of Willow TV's published cancellation terms.

Subscription pricing and what you actually pay

Willow TV publishes all pricing in US dollars, and understanding the true cost in New Zealand dollars helps you decide whether to continue or cancel your subscription.

Current subscription plans and costs

Understanding currency conversion and your actual charges

The New Zealand dollar estimates above use approximate exchange rates. Your actual charge in NZD depends on the exchange rate your bank or payment processor applies on the day you are billed. You may pay more or less than the estimate shown. Always verify the exact NZD amount debited to your bank statement to confirm the true cost. When you cancel, remember that Willow TV charges and refunds in USD, so any refund credit will first appear in US dollars before your bank converts it back to NZD.

How to cancel Willow TV depending on where you subscribed

Your cancellation method depends entirely on the platform through which you signed up. Yafee emphasizes identifying your subscription source first, as the steps differ significantly between direct web sign-ups, Apple App Store, and Google Play Store purchases.

Cancel a direct Willow TV web subscription

If you signed up directly on willow.tv using your email and credit card, follow these steps to cancel your account.

1. Log in to your Willow TV account at willow.tv using your email address and password.
   • If you have forgotten your password, click "Forgot Password" on the login page and follow the email link to reset it.
2. Navigate to your account settings by clicking your profile icon or username (usually located in the top-right corner of the screen).
   • Select "Account" or "Settings" from the dropdown menu.
3. Look for a "Subscription" or "Billing" section within your account page.
   • This section displays your current plan and next billing date.
4. Select "Cancel subscription" or "Manage subscription" and confirm your cancellation.
   • Willow TV may offer a retention discount or pause option; you can accept or decline.
5. You will receive a confirmation email at the address associated with your account.
   • Check your email (including spam or promotions folder) to confirm cancellation is complete.
   • Keep this email as proof of cancellation.

Cancel an apple app store subscription

If you subscribed to Willow TV through the Apple App Store on iPhone, iPad, or Mac, you must cancel through Apple's subscription management system, not through the Willow TV app itself.

1. Open the Apple App Store app on your iPhone, iPad, or Mac.
   • Do not use the Willow TV app-Apple handles all subscription changes through the App Store.
2. Tap your profile icon (usually in the top-right corner of the App Store).
   • On Mac, click your name or profile icon in the top-right.
3. Select "Subscriptions" from the menu.
   • You will see a list of all active subscriptions linked to your Apple ID.
4. Find Willow TV in the subscriptions list and tap it.
   • The subscription details page displays your current plan and renewal date.
5. Tap "Cancel Subscription" or "Edit" and then select "Cancel" to confirm.
   • Apple will ask for a reason; provide honest feedback if you wish, but it is not required to complete cancellation.
6. Receive a confirmation message from Apple confirming the cancellation is effective.
   • Your access continues until the end of your current billing period.
   • Save a screenshot or note the cancellation date for your records.

Cancel a google play store subscription

If you subscribed through Google Play Store on an Android device, cancellation is managed directly through Google, not the Willow TV app.

1. Open the Google Play Store app on your Android device.
   • Alternatively, you can manage subscriptions at play.google.com from a web browser.
2. Tap your profile icon (top-right corner of the Play Store).
   • Select "Payments and subscriptions" or "Manage subscriptions."
3. Tap "Subscriptions" to view your active subscriptions.
   • You will see a list of all services billed through your Google account.
4. Find Willow TV and tap it to open the subscription details.
   • The page shows your current plan and the date of your next charge.
5. Tap "Cancel subscription" at the bottom of the page.
   • Google will ask whether you want to continue or confirm cancellation.
6. Confirm the cancellation by selecting "Yes" or "Cancel subscription" on the confirmation screen.
   • You will receive a confirmation email from Google.
   • Your streaming access continues until the end of your current billing cycle.

Cancel via email to Willow TV support

If you encounter technical difficulties cancelling through your account portal or app store, or if you prefer direct contact, you can email Willow TV's customer support team.

1. Send an email to [email protected] with the subject line "Account Cancellation Request."
   • Include your full name, email address associated with the account, and the email address or phone number you used to sign up.
2. State clearly that you wish to cancel your subscription effective immediately or at the end of your current billing period.
   • Specify which date you prefer if you have a choice.
3. Request written confirmation of your cancellation once processed.
   • This provides a paper trail if disputes arise later.
4. Expect a response within 2-5 business days.
   • If you do not receive confirmation within one week, send a follow-up email.
5. Save the email you send and the response you receive for your records.
   • These documents prove you initiated cancellation and when the company acknowledged it.

Refunds and what to expect after cancellation

Understanding Willow TV's refund policy and what happens to your account after you cancel removes uncertainty and helps you plan your streaming budget.

Refund eligibility and timelines

Willow TV does not automatically refund subscription fees for the current billing period if you cancel mid-cycle. Your subscription remains active until the end of your current billing period (whether monthly or annual). If you cancel on the 15th of a month but are billed monthly, you retain access until the first day of the following month. You only receive a refund if you meet one of these conditions: the service was faulty or unavailable; the charge was unauthorised or duplicate; or the subscription was cancelled within the consumer protection window set by your payment processor (not Willow TV's policy). For disputes over refund eligibility, Yafee recommends requesting a formal review from the Commerce Commission rather than accepting Willow TV's initial refusal.

Timeline and payment reversal

If you are entitled to a refund, Willow TV processes it to your original payment method. Refunds issued to credit or debit cards typically appear within 5-10 business days, though some banks may take up to 14 days to post the credit. If you paid via PayPal or Apple Pay, the refund follows that platform's processing timeline. Refunds are issued in US dollars, so your bank applies its exchange rate when converting back to NZD. Monitor your bank statement during this period; if the refund does not appear after 14 days, contact Willow TV at [email protected] with your cancellation confirmation and request a refund status update.

After cancellation: what happens to your account

Once your cancellation takes effect and your current billing period ends, your account access ceases. You cannot log in to watch matches, access replays, or download content. Willow TV does not delete your account data immediately; you can re-subscribe later using the same email address if you wish. However, if you want your personal data permanently removed, you can submit a data deletion request to [email protected] and reference New Zealand's Privacy Act 2020. Allow 30 days for the company to process this request.

Common mistakes to avoid when cancelling

Cancellation is straightforward, but a few simple errors can cause billing delays or create confusion-so stay alert and follow these best practices.

Many subscribers assume that uninstalling the Willow TV app from their device cancels the subscription. This is false. Deleting the app does nothing to cancel your account or stop your billing. Cancellation must be processed through your account settings, your app store, or directly via email to Willow TV. Confirm your cancellation through one of the official channels only.

Another common mistake is cancelling through the wrong platform. If you subscribed via Apple App Store, attempting to cancel on willow.tv will not work because Apple handles your billing independently. Always identify your subscription source first. Check your bank statement or email receipts to determine whether charges come from Willow TV, Apple, or Google. This single step prevents wasted time and frustration.

Some customers assume a refund is automatic after cancellation. In reality, you receive a refund only if you meet specific conditions (service fault, unauthorised charge, or consumer law protection). A routine cancellation does not entitle you to a refund for the current billing period. If you believe you qualify for a refund, request it explicitly in your cancellation email or contact [email protected] separately with supporting evidence.

Finally, do not rely solely on Willow TV's retention offers or promises to "pause" your subscription. If the company tells you that you can pause billing for a month or two, request written confirmation via email. Verbal or chat-based assurances are difficult to enforce; email creates a documented record you can reference if the company continues to charge you after the agreed pause ends.

When to escalate your complaint to the commerce commission

If Willow TV refuses to honour your cancellation, denies a refund you believe you are entitled to, or continues to charge you after you have cancelled, the Commerce Commission is your statutory remedy.

The Commerce Commission is New Zealand's independent regulator responsible for enforcing consumer protection law. If Willow TV has breached the Consumer Guarantees Act 1993, misrepresented its service, or engaged in unfair contract terms, you can lodge a formal complaint with the Commission. You do not need a lawyer; the Commission handles complaints free of charge. Visit www.comcom.govt.nz or telephone 0800 943 600 to lodge your complaint. Yafee advises gathering all evidence before contacting the Commission: your cancellation confirmation emails, bank statements showing charges after cancellation, and any correspondence with Willow TV's support team. The Commission will investigate and can compel Willow TV to refund you, correct its practices, or face enforcement action.

Comparison: direct web cancellation vs. app store cancellation

Understanding the differences between cancellation methods helps you choose the fastest and most reliable approach.

Contact and escalation options

If you need to cancel or lodge a complaint, Willow TV and regulatory authorities provide multiple contact channels. Yafee recommends keeping records of every communication.

Willow TV customer support

Email: [email protected]. This is the primary contact point for account issues, refund requests, and cancellation disputes. Response time is typically 2-5 business days. Include your full name, account email, and a clear description of your issue.

Commerce commission (New zealand)

Telephone: 0800 943 600 (free call). Website: www.comcom.govt.nz. Use this channel if Willow TV refuses to cancel your account, continues billing after cancellation, or denies a refund you are legally entitled to under the Consumer Guarantees Act 1993.

Apple support (for app store subscriptions)

Visit support.apple.com or contact Apple directly via your App Store account. If you subscribed via Apple and cannot cancel through your device, Apple's support team can assist.

Google support (for google play subscriptions)

Visit support.google.com or contact Google Play Support via your Google account. If you subscribed via Google Play and encounter cancellation errors, Google's support team can resolve them.

Summary and next steps

Cancelling Willow TV is a simple process once you identify your subscription platform and follow the correct steps. Whether you subscribed directly via willow.tv, Apple App Store, or Google Play Store, cancellation takes fewer than five minutes. Your legal position is protected by New Zealand's Consumer Guarantees Act, which guarantees that any fault or misrepresentation entitles you to a remedy regardless of Willow TV's stated refund policy. If the company refuses to honour your cancellation or denies a refund you deserve, escalate your complaint to the Commerce Commission at no cost.

Yafee has helped thousands of consumers cancel streaming services and recover disputed charges by ensuring they understand their statutory rights and follow documented cancellation procedures. Start by identifying where you subscribed, execute the appropriate cancellation steps from the guides above, and retain all confirmation emails. If any issues arise, Yafee recommends contacting the Commerce Commission rather than accepting Willow TV's refusal-New Zealand law is firmly on your side.