Manage Afterpay

How to cancel afterpay in australia and reclaim control of your payments

What afterpay is and why you might want to cancel

Afterpay is a buy-now-pay-later service that splits your purchases into smaller instalments, typically four payments spread over six weeks. You can use it online or with the free Afterpay Card, and if you want additional features and broader merchant acceptance, you can upgrade to Afterpay Plus for A$9.99 per month. The service is convenient until it isn't, and many Australian customers find themselves wanting to cancel for reasons ranging from unexpected fees to simpler payment preferences.

Cancelling Afterpay is straightforward in principle, but the process involves timing, billing cycles and sometimes merchant coordination. At Stopee, we've helped thousands of Australian consumers navigate subscription cancellations, and we know that understanding your rights and the exact steps ahead makes the difference between a clean exit and lingering charges.

When cancellation makes sense

You might cancel Afterpay if you've accumulated late fees, prefer to avoid instalment purchases altogether, or want to stop paying for the Afterpay Plus subscription tier. Some customers cancel after a promotional period ends and the A$9.99 monthly charge begins. Others cancel because they've missed payments and lost access to their invitation-only benefits, or because they're consolidating their payment methods.

The two sides of afterpay

The free Afterpay service works smoothly for many users, especially if you manage your payment schedule carefully. The paid Afterpay Plus tier, however, comes with stricter terms around refunds, promotional periods and re-enrolment eligibility. Understanding which service you're on is the first step to cancelling correctly.

Your consumer rights under australian consumer law

Australian Consumer Law protects you when you cancel subscriptions, and Afterpay's terms must comply with these protections. Here's what you need to know before you cancel.

Right to cancel within the cooling-off period

If you signed up for Afterpay Plus, you have a 14-day cooling-off period from the date of purchase in which you can cancel and receive a full refund. This applies to most online subscriptions under the Australian Consumer Law. After 14 days, your cancellation rights depend on Afterpay's terms and whether you can demonstrate a fault or misleading conduct.

Right to refunds for unused services

If you cancel Afterpay Plus mid-cycle, you're entitled to a pro rata refund for any unused portion of the month - that is, a refund proportional to the days left in your billing cycle. Afterpay's standard terms often limit this, but consumer law can override restrictive terms if they're unfair. If Afterpay refuses to refund you for unused time, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

Right to dispute charges

If Afterpay continues to charge you after you've cancelled, or if charges appear on your account that you didn't authorise, you can dispute them with your bank under the ePayments Code. Your bank can reverse unauthorised or erroneous charges within strict timeframes. Keep records of your cancellation confirmation and any emails you send to Afterpay as evidence.

How to cancel afterpay step by step

Cancellation happens in two parts: clearing your outstanding balance and then formally closing your account or cancelling your subscription. Follow these steps to exit cleanly.

Cancelling via the afterpay app or website

Most Afterpay cancellations start in the app or on Afterpay's website. This is the fastest method and leaves you with an immediate confirmation.

1. Open the Afterpay app or log into your account at afterpay.com
   • If you're on iPhone or Android, open Afterpay and tap your profile icon in the bottom right corner.
   • If you're on the web, log in and navigate to Settings or Account.
2. Navigate to your subscription settings or account management
   • Look for "Subscription", "Membership" or "Account Settings".
   • If you're on the free Afterpay plan, you may not see a subscription option; proceed to step 4 instead.
3. Locate and tap "Cancel subscription" or "Manage membership"
   • For Afterpay Plus, you'll see the monthly fee and a cancel button.
   • Tap the cancel button and confirm when prompted.
4. Pay off any outstanding instalment balance
   • Before your account closes, clear any pending payments or overdue amounts.
   • You can make manual payments in the app under "Pay Now" or "Manage Orders".
5. Save or screenshot your cancellation confirmation
   • Afterpay will display a confirmation message and send a confirmation email.
   • Take a screenshot of the in-app confirmation and save the email for your records.
6. Verify the cancellation after 24 hours
   • Log back in and confirm that your subscription is marked as cancelled and no further charges have been applied.

Cancelling by mailing a formal request

If the app or website cancellation doesn't work, or if you want a formal paper trail, you can cancel by sending a written request to Afterpay's registered address. This method is slower but creates a legal record.

1. Gather your account details
   • Your full name and registered email address on file with Afterpay.
   • Your Afterpay customer ID (found in your account settings or on your statement).
   • The date you want to cancel (usually immediate or at the end of the current billing cycle).
2. Prepare a brief cancellation letter
   • State your name, address and customer ID.
   • Write: "I request to cancel my Afterpay account effective immediately (or [specific date]). Please confirm cancellation in writing and confirm that no further charges will be applied."
   • Keep the letter clear, concise and factual.
3. Send the letter to Afterpay's registered address
   • Afterpay, GPO Box 2269, Melbourne, VIC 3001, Australia.
   • Use Australia Post Registered Mail to prove delivery.
4. Keep your Australia Post receipt and a copy of your letter
   • Your receipt proves the date of posting and delivery.
   • Afterpay must respond within 30 days under Australian Consumer Law.
5. Follow up if you don't receive written confirmation
   • If Afterpay doesn't confirm cancellation within 30 days, escalate to AFCA (see below).

Cancelling after missed payments

If you've missed one or more Afterpay payments, your account may have been suspended or you may have lost access to Afterpay Plus. Cancelling in this situation is still possible but involves extra steps.

1. Clear any overdue instalment payments first
   • Log into your account and identify all overdue amounts under "Orders" or "Payments".
   • Pay these immediately using your linked payment method.
2. Request account reinstatement if suspended
   • Contact Afterpay support via the app or email support@afterpay.com to ask for your account to be reactivated.
   • Explain that you've cleared your arrears and wish to formally cancel.
3. Cancel via the app once reactivated
   • Follow the steps under "Cancelling via the Afterpay app or website" above.
4. If you can't reach support, send a formal cancellation letter
   • Use the mailing address above and reference your missed payments and suspension in your letter.

What happens to your refunds and billing cycle

Understanding Afterpay's refund and billing practices prevents surprises after you cancel. These timelines and rules are critical.

Timing of your cancellation and billing cycle

When you cancel Afterpay Plus, your cancellation usually takes effect at the end of your current billing cycle. If your billing cycle renews on the 15th of each month and you cancel on the 10th, you'll retain access to Afterpay Plus until the 15th, and you won't be charged again after that date. However, if you cancel during a promotional free period (such as "first 3 months free"), cancelling during the free period can forfeit the offer and may affect your eligibility for future promotions.

Pro rata refunds and what you're actually owed

Australian Consumer Law entitles you to a pro rata refund for any unused portion of your billing cycle. If you've paid A$9.99 for a month and you cancel after 10 days, you should receive approximately A$6.66 back. Warning: Afterpay's standard terms often state that no pro rata refunds are provided. However, this clause may be unfair under the Australian Consumer Law, and you can dispute it if Afterpay refuses. Stopee recommends requesting the refund in writing if the app doesn't process it automatically.

Merchant refunds and instalment adjustments

If you've purchased items on Afterpay and the merchant refunds you, Afterpay adjusts your instalment schedule accordingly. However, this process can take 5-10 business days because Afterpay waits for the merchant to confirm the refund before updating your account. During this waiting period, your instalment schedule may appear unchanged, and you may still see scheduled payments. Pro tip: Contact the retailer directly to confirm they've processed your refund, then follow up with Afterpay support if the adjustment doesn't appear within 10 days.

Common mistakes when cancelling afterpay

Cancelling a subscription feels straightforward, but small missteps can leave you with lingering charges, re-enrolment blocks or refund disputes. We understand how frustrating these situations are, and we've compiled the most common pitfalls so you can avoid them.

Mistake 1: cancelling during a promotional free period

If you signed up for Afterpay Plus on a "first 3 months free" offer and you cancel during those three months, you forfeit the remainder of the free period and may lose eligibility for future promotional offers for up to 12 months. The terms are strict on this point. Cancel only after the promotional period has ended if you want to preserve future promotional eligibility.

Mistake 2: not clearing your outstanding balance

Afterpay may not formally close your account if you have overdue instalments or unpaid subscription fees. Your account sits in limbo, and you may continue to see it as active. Always pay any outstanding amount in full before or immediately after requesting cancellation.

Mistake 3: relying on a single cancellation method

If you cancel in the app but receive a confirmation email that seems delayed or unclear, send a follow-up cancellation letter to the mailing address to create a second legal record. This protects you if the app cancellation doesn't process correctly and Afterpay tries to charge you again.

Mistake 4: not saving your confirmation

If Afterpay charges you after cancellation and claims they have no record of your request, a screenshot of your in-app cancellation or a copy of your registered mail receipt is your proof. Never cancel without saving evidence.

Mistake 5: ignoring billing cycle timing

If you cancel on the 28th of a month but your billing cycle renews on the 30th, you'll still be charged for another month. Always confirm your renewal date before cancelling, and time your cancellation to align with your cycle if possible.

What to do after you've cancelled afterpay

Your cancellation is submitted, but your work isn't finished yet. Taking these post-cancellation steps protects you from unexpected re-enrolment or charges and ensures a clean break.

Monitoring your account for 30 days

Log into your Afterpay account every 3-5 days for the first month after cancellation. Confirm that no new charges have appeared and that your subscription status shows as "cancelled". If you see any unexpected activity, contact Afterpay immediately and escalate if necessary.

Removing afterpay from your payment methods

Delete Afterpay as a payment option from any retailer websites or apps where you've used it. This prevents accidental re-enrolment if you shop at a partnered merchant without realising Afterpay is still linked to your account.

Uninstalling the app

If you don't intend to use Afterpay again, uninstall the app from your phone. This removes the temptation to re-enrol and signals a clean break.

Documenting your cancellation for future reference

Keep your cancellation confirmation email and any screenshots in a dedicated folder on your computer or cloud storage. If a dispute arises months later, you'll have evidence to support your claim.

Pricing comparison and when cancellation is worth it

Understanding the financial impact of keeping or cancelling Afterpay Plus helps you make an informed decision. Here's what the costs look like.

Pro tip: If you've only used Afterpay a handful of times in a year and you're paying A$9.99 monthly, cancelling saves you A$119.88 per year. If you're using Afterpay weekly and the Plus features prevent late fees, the subscription may pay for itself. Calculate your late fees and compare them to A$119.88.

If afterpay refuses to cancel or refund you

Afterpay is generally cooperative with cancellation requests, but disputes do happen. Here's how to escalate if the company refuses to cancel or refund you.

Step 1: contact afterpay support in writing

Email support@afterpay.com with the subject line "Cancellation request and refund dispute". Include your customer ID, the date you requested cancellation, your evidence (screenshot or registered mail receipt) and a clear statement of what you're asking for. Ask for a response within 7 days.

Step 2: reference the australian consumer law

In your email, write: "Under the Australian Consumer Law, I am entitled to a pro rata refund for any unused services and to cancel my subscription within 14 days of purchase. I request that you process my cancellation and refund by [date 7 days away]."

Step 3: lodge a complaint with AFCA

If Afterpay doesn't respond within 30 days or refuses your refund, lodge a formal complaint with the Australian Financial Complaints Authority (AFCA) at afca.org.au. AFCA is free to use and has the power to order Afterpay to refund you or compensate you for losses. Include copies of all your correspondence with Afterpay.

Step 4: dispute the charge with your bank

If Afterpay continues to charge you after cancellation, contact your bank and dispute the charge under the ePayments Code. Your bank can reverse the charge and investigate Afterpay's conduct.

Checklist: everything you need to cancel afterpay successfully

Use this checklist to ensure you've covered every step and won't miss anything.

The bottom line: when to cancel and when to keep afterpay

Deciding whether to cancel Afterpay comes down to your spending habits, your ability to manage instalments on time and whether the monthly fee delivers value. If you're incurring late fees regularly, can't track your payment schedule or prefer simpler payment methods, cancellation is the right move. If you're disciplined with instalments and the Afterpay Plus features align with your shopping patterns, keeping the service might make sense.

Cancelling Afterpay is a straightforward process when you follow these steps and avoid the common pitfalls we've outlined. At Stopee, we've helped thousands of consumers navigate subscription cancellations with confidence and clarity. Whether you're cancelling because of costs, preference or frustration with late fees, you now have the knowledge and the legal backing to exit cleanly and recover any refunds you're entitled to.

If you encounter resistance from Afterpay, remember your rights under Australian Consumer Law and don't hesitate to escalate to AFCA. Your decision to cancel is valid, and the company must respect your request within the legal framework. Stopee is here to empower you to take control of your subscriptions.

How to contact afterpay and confirm your cancellation

Keep these contact details on hand when you cancel or if you need to escalate a dispute.

Afterpay official contact channels

Mailing address for formal cancellation requests:
Afterpay, GPO Box 2269, Melbourne, VIC 3001, Australia

Email support:
support@afterpay.com

Australian Financial Complaints Authority (AFCA):
Website: afca.org.au
Phone: 1800 931 678
Use AFCA to lodge a formal complaint if Afterpay refuses to cancel or refund you.

Stopee recommends saving these contact details and reviewing them before you initiate cancellation. Having them on hand means you can escalate quickly if needed, and you'll know exactly where to send your formal cancellation letter if the app or website method doesn't work.