Manage Ourtime

How to cancel your OurTime subscription: the complete australian guide

Understanding OurTime and why cancellation matters

OurTime is a dating platform designed for people aged 50 and over, operated by Match/People Media. The service offers a mix of free browsing and paid membership tiers that unlock messaging, profile boosts, and other premium features. You'll typically choose between 1, 3, or 6-month subscription packages billed upfront, with automatic renewal enabled by default once your term expires. Understanding how your subscription works before you cancel is the first step to protecting yourself from unexpected charges.

Many Australian subscribers face confusion when renewal dates arrive without warning, or when they discover refund options are limited. At Stopee, we've helped thousands of Australian consumers navigate dating app cancellations, and OurTime presents specific challenges around auto-renewal disclosure and app-store billing complexity. This guide walks you through every cancellation method, your consumer rights, and how to avoid the common pitfalls that catch people off guard.

Why people cancel OurTime

You might cancel OurTime for several reasons: you've found a match and no longer need the service, the subscription cost doesn't justify the matches you're receiving, or you simply want to pause your membership. Whatever your reason, understanding your cancellation rights and options gives you control over your billing and your dating journey.

The renewal trap and what you need to know

OurTime subscriptions renew automatically unless you cancel before your current plan expires. Many Australian subscribers report surprise charges because renewal happens silently and confirmation emails can be delayed or missed. The platform's disclosure about renewal timing varies depending on whether you purchased directly through the website or via an app store like Apple App Store or Google Play. This variation is crucial to your cancellation strategy.

Your consumer rights under australian consumer law

Australian Consumer Law protects you from misleading or deceptive conduct when subscribing to services like OurTime. The Australian Competition and Consumer Commission (ACCC) has previously taken enforcement action against dating sites for failing to clearly present renewal terms and pricing to subscribers. Your rights apply regardless of whether you purchased directly or through an app store.

What the law requires from OurTime

OurTime must clearly disclose the cost of renewal, the renewal date, and how to cancel before charging you again. If the platform failed to provide this information clearly at the point of purchase, or if renewal terms were presented in a confusing way, you may have grounds to dispute the charge through your payment provider or with the Australian Communications and Media Authority (ACMA) if the company is subject to their jurisdiction.

Pro tip: Keep screenshots of any subscription confirmation page, receipt email, and your current account settings. These documents prove what information OurTime presented to you and form the basis of any complaint to a regulator if the company refuses a refund.

When to escalate your complaint

If OurTime refuses a refund after you request one, or if the company doesn't respond to your cancellation request within 7 business days, contact the ACCC or your state-based consumer protection agency. You can also lodge a complaint with your bank or credit card provider and request a chargeback or reversal. At Stopee, we advise customers to escalate early if the company shows resistance: regulators take non-responsive billing seriously.

Cancellation methods for OurTime subscriptions

OurTime offers multiple cancellation pathways depending on where you purchased your subscription and how you prefer to communicate. Each method has different timelines and success rates, so understanding your options helps you choose the fastest route.

Cancelling through your OurTime account online

This is the most direct method and usually the fastest. If you purchased your subscription directly through the OurTime website (not via an app store), you can cancel within your account settings.

1. Log in to your OurTime account on a web browser or the mobile app.
2. Navigate to Settings or Account Settings (usually found in the menu or your profile icon).
3. Look for Subscription, Billing, or Membership options.
4. Select Cancel Membership or Cancel Subscription.
5. The platform may ask you to confirm your cancellation and may offer a discount to stay. Ignore any offers and proceed with cancellation.
6. Confirm the cancellation by clicking the final button or entering your password if prompted.
7. Look for a confirmation message on screen and expect a confirmation email within 24 hours.

Warning: Some versions of the OurTime app may not display the cancellation option clearly in settings. If you cannot find Subscription or Billing options, switch to a web browser and log in directly to OurTime.com (or the regional domain). The web version almost always has a visible cancellation link.

Cancelling if you purchased through apple app store or google play

If you bought your OurTime subscription via Apple App Store or Google Play Store, Apple or Google controls the billing and renewal, not OurTime. You must cancel through the app store, not through OurTime's website. Attempting to cancel within OurTime alone will not stop app-store charges.

For Apple App Store subscribers:

1. On your iPhone or iPad, open the Settings app.
2. Tap your name at the top, then select Subscriptions.
3. Find OurTime in the list and tap it.
4. Select Cancel Subscription or Manage Subscription.
5. Confirm cancellation by tapping the red Cancel button.
6. You'll see a confirmation message; Apple will email you confirmation within minutes.

For Google Play Store subscribers:

1. On your Android device, open Google Play.
2. Tap your profile icon in the top-right corner.
3. Select Payments and subscriptions, then Subscriptions.
4. Tap OurTime.
5. Select Cancel subscription and confirm your choice.
6. Google will email you a cancellation confirmation.

Pro tip: After cancelling via an app store, log back into your OurTime account on your phone. If the app still shows an active subscription, force close the app and clear the app cache. Wait 2 hours for the app-store cancellation to sync to OurTime's servers. If it still shows as active after 24 hours, contact OurTime support and provide your app-store cancellation confirmation number.

Cancelling by post (if online options don't work)

If you cannot access your account or the online cancellation option is not displaying, you can cancel by registered post. This method leaves a paper trail and is valuable if you later need to dispute a charge.

1. Prepare a letter on plain paper, dated and signed by you.
2. State clearly: "I hereby request immediate cancellation of my OurTime subscription effective [today's date]." Include your full name, email address, and the phone number associated with your account.
3. Address the letter to OurTime's Australia service address (detailed in the final section of this guide).
4. Send the letter via Australia Post as a registered or certified letter so you receive proof of delivery.
5. Keep a copy of the letter and the Australia Post receipt showing the tracking number.
6. Allow 7 business days for the company to process your cancellation request.

Registered post costs around AUD $15 and gives you a dated, trackable record that OurTime received your request. This matters if a renewal charge appears after you've requested cancellation: you can prove you notified the company in time.

Cancelling via email or customer support

OurTime provides customer support channels, though response times can be slow. Sending a cancellation request via email or support form creates a timestamped record of your request.

1. Log into your OurTime account and locate the Help or Support section (often found at the bottom of the website or in the app menu).
2. Select Contact Us and choose Email or Submit a Ticket.
3. Write a clear cancellation request: "I wish to cancel my OurTime membership effective immediately. Please confirm once cancellation is processed."
4. Include your full name, email, and account phone number.
5. Send the message and request a read receipt or confirmation if the support form offers this option.
6. Wait for a response within 7 business days.

Warning: Email cancellation requests often receive slower responses than in-app cancellation. Use this method as a backup or if online options are unavailable. Do not rely solely on email if your subscription renewal date is less than 7 days away.

Pricing and subscription plans at OurTime

Understanding OurTime's pricing structure helps you calculate what you're owed if you cancel mid-term and request a partial refund. The platform charges plans upfront, so knowing your plan cost and start date is essential.

Prices vary by promotion and region. Your receipt or account page shows the exact amount you paid. Keep this information handy when requesting a refund or disputing a charge.

Timeline for cancelling your OurTime subscription

When you cancel OurTime, the timing of your membership end depends on how you cancel and what stage your subscription is at. Understanding these timelines helps you plan ahead and avoid unwanted renewal charges.

Immediate cancellation through your account

If you cancel through your OurTime account online or via the app, the platform usually stops your membership immediately. You may lose access to premium features right away, though your profile may remain visible for 24-48 hours. Crucially, if you cancel before your renewal date, OurTime will not charge you again when that date arrives.

Cancellation by post or email

When you cancel by post or email, allow 7 business days for the company to process your request. If your renewal date falls within that 7-day window, monitor your bank account closely. If OurTime charges you after receiving your cancellation letter, contact your bank immediately and request a reversal, citing the registered-post receipt as proof you notified the company in time. At Stopee, we advise customers to cancel online whenever possible to avoid this timing risk.

Renewal date awareness

Check your last subscription receipt or account page for the exact renewal date. If that date is more than 7 days away, you have time to cancel by any method. If the renewal date is within 7 days, use the online method (account settings, app store, or support chat) for the fastest cancellation. Do not rely on post or email if you are within one week of renewal.

Refunds and unused time on OurTime subscriptions

OurTime's official refund policy states that multi-month plans are charged in full and typically do not include refunds for unused time. However, Australian Consumer Law may entitle you to a partial refund if you can demonstrate that the platform's renewal terms were unclear or misleading.

When OurTime offers refunds

The platform may offer a refund in these circumstances:

• You cancelled within the free trial period (if applicable).
• A technical error or billing mistake occurred and you reported it within 14 days of the charge.
• You were charged after requesting cancellation.
• A regulatory investigation found the company's practices were misleading.

How to request a refund from OurTime

1. Contact OurTime support and clearly state: "I request a refund for my subscription charged on [date]. I believe this charge breaches Australian Consumer Law because [reason]."
2. Include your proof of cancellation (screenshot of cancellation confirmation, email receipt from app store, or registered-post tracking number).
3. Cite the ACCC guidance on misleading renewal practices if renewal terms were unclear on your purchase page.
4. Give the company 14 days to respond. If they refuse, escalate to your bank or credit card provider and request a chargeback.

Pro tip: Many banks in Australia will reverse a subscription charge if you can show evidence of a cancellation request that the company ignored. You don't always need OurTime to agree; your bank's dispute team can act on your behalf.

Disputing charges through your bank

If OurTime refuses a refund or doesn't respond to your request, contact your bank or credit card issuer and request a dispute or chargeback. Provide:

• Your original subscription receipt.
• Proof of your cancellation request (screenshot, email, registered-post receipt).
• Any communication from OurTime refusing the refund.
• The date the disputed charge appeared on your statement.

Most Australian banks process disputes within 10-15 business days. If the bank finds in your favour, the charge will be reversed and credited back to your account.

Common mistakes when cancelling OurTime

Cancellation missteps can leave you vulnerable to unwanted charges and frustration. Learning from others' experiences helps you avoid these traps.

Mistake 1: cancelling only in the app, not the app store

If you subscribed via Apple App Store or Google Play, deleting the OurTime app or cancelling within the app itself does not stop the app-store charges. You must cancel through your phone's settings (Apple Settings > Subscriptions or Google Play > Subscriptions). Many Australians waste weeks trying to cancel within OurTime's app, only to be charged again at renewal. Always check which platform you purchased from before you cancel.

Mistake 2: assuming your membership ends immediately

OurTime continues to charge for your subscription term even after you request cancellation. If you pay for a 3-month plan on January 1st and cancel on January 15th, your membership technically extends through March 31st. You do not receive a refund for the unused time unless you successfully dispute the charge. Cancellation stops the next automatic renewal; it does not retroactively refund the current plan.

Mistake 3: not saving your cancellation confirmation

When you cancel online, a confirmation message appears on screen and an email is sent. Screenshot the on-screen confirmation and save the email. If OurTime later claims you never cancelled and charges you at renewal, this proof protects you when disputing the charge with your bank.

Mistake 4: missing your renewal date

OurTime sends renewal reminders, but they don't always appear in your primary inbox. Check your spam folder and set a calendar reminder for the day before renewal if you want to cancel before the automatic charge. If you miss the deadline and are charged, you have 7 days from the charge date to request a refund from your bank under the ePayments Code (Australian financial regulations).

Mistake 5: relying only on email cancellation

Support emails can take 7-14 days to be answered, and sometimes replies are missed entirely. If your renewal is imminent, use the online account cancellation method instead. Reserve email and post only as backup methods if online cancellation is unavailable.

What happens after you cancel your OurTime subscription

Cancellation marks the beginning of a new phase with OurTime, not the end of your relationship with the company. Knowing what to expect helps you monitor for any issues.

Access and profile visibility

Once you cancel, your premium features (messaging, profile visibility boost, private mode) stop working immediately. Your profile may remain visible to other users for 24-48 hours as the platform syncs its databases. After 48 hours, your profile is hidden. However, OurTime may retain your profile data for 90 days in case you reactivate your membership.

Monitoring for rogue charges

After cancelling, check your bank or credit card statement weekly for the next 30 days. If a renewal charge appears after your cancellation, contact your bank immediately and cite your cancellation proof. Do not wait; the sooner you dispute, the faster your bank can reverse the charge. At Stopee, we advise customers to set a phone reminder for 7 days after their renewal date as a safety check.

Account reactivation and data retention

If you ever want to reactivate your OurTime membership, your profile may still exist and your matches may be retrievable. The company typically holds cancelled accounts for 90 days before deleting data. If you change your mind within that window, you can log back in and purchase a new subscription.

Checklist before and after cancellation

Use this checklist to ensure you've covered every step and protected yourself from billing issues.

Contact information for OurTime in australia

If you need to send a cancellation letter by post or escalate a billing dispute, use the details below. Always send cancellation letters via registered mail so you have proof of delivery.

OurTime Australia (Match/People Media):

Our Time
c/o Match Group Australia
Level 9, 65 York Street
Sydney NSW 2000
Australia

For customer support inquiries, use the in-app Help section or visit the OurTime website support page for the latest contact options, as these may change.

Taking back control of your subscription

Cancelling OurTime puts you back in control of your billing and your dating choices. Whether you've found the person you're looking for, prefer another platform, or simply want to pause your subscription, you now have a clear roadmap. Remember that Australian Consumer Law protects you from misleading renewal practices, and your bank stands ready to help you dispute any unfair charges.

Stopee has helped thousands of Australian consumers cancel subscriptions with confidence, and the same principles apply to OurTime: document everything, act early, and escalate to your bank if the company ignores your cancellation request. Your refund is not guaranteed for unused time on a multi-month plan, but your right to cancel without further charges is absolute. Use this guide to cancel on your terms, keep your proof of cancellation, and monitor your account for the next 30 days. If a rogue charge appears, you'll have everything you need to dispute it. At Stopee, we believe you deserve transparency and control-and with this guide in hand, you have both.