Manage Marco Polo

How to cancel marco polo and avoid automatic renewal charges

What is marco polo

Marco Polo is a video messaging platform that lets you send and receive asynchronous video messages with friends and family. The app offers a free tier with core messaging features, plus paid subscriptions called Marco Polo Plus that unlock playback speed controls, background listening, custom emojis and family sharing. You can also purchase Unlimited Storage as a separate add-on if you want to keep your video library indefinitely. Like most subscription apps, Marco Polo uses your device's app store to process payments and manage your billing, which means refunds and renewals are typically handled by Apple, Google or whoever operates your platform.

How marco polo subscriptions and billing work

Understanding how your Marco Polo subscription actually works is the first step to cancelling without surprises. Marco Polo sells recurring subscriptions through app stores rather than directly, so your payments, renewals and refunds flow through Apple App Store, Google Play or whichever platform you used to purchase.

Pricing and plan options in australia

Marco Polo offers three main paid options in Australia. Each plan auto-renews unless you actively cancel before your renewal date.

How auto-renewal works

Your subscription renews automatically within 24 hours of your billing date unless you cancel it beforehand. This means if you signed up on the 15th of January, your next charge hits around 15 February. Most users do not realise their renewal date until they see a charge on their bank or credit card statement. Stopee recommends you set a phone reminder one week before your renewal date so you have time to cancel if you want to.

Pro tip: Check your app store receipt or account settings to find your exact renewal date. On Apple devices, go to Settings > [Your Name] > Subscriptions. On Android, open Google Play > Account > Payments and Subscriptions > Subscriptions.

Why you might want to cancel marco polo

People cancel Marco Polo subscriptions for different reasons, and your situation might match one of these common scenarios.

Common reasons to cancel

• You no longer use the app regularly and want to stop paying for features you have forgotten about.
• Marco Polo moved features behind a paywall that used to be free, reducing the value you get.
• The family plan is no longer needed because your group has shrunk or stopped messaging each other.
• You prefer other video or messaging apps and want to consolidate your subscriptions.
• A price increase on renewal made the plan too expensive for your budget.
• You want to downgrade from Plus to the free tier but keep using Marco Polo occasionally.

Questions to ask yourself before cancelling

Before you cancel, pause and think about whether you actually want to cancel or simply pause. Marco Polo does not have an official pause feature, so cancellation is permanent for that billing cycle. Ask yourself: do you want to come back to Marco Polo in three months, or are you done for now? If you might return, screenshot your contacts or export your video library if the app allows it. If you are definitely leaving, cancelling is the right choice and Stopee is here to walk you through it.

Your consumer rights when cancelling marco polo in australia

Australian Consumer Law gives you strong protections when you buy digital services like Marco Polo Plus. Know your rights before you cancel so you can push back if something goes wrong.

What the australian consumer law says

Under the Australian Consumer Law, Marco Polo and its paid features must be "fit for purpose" and not misleading or defective. If Marco Polo Plus does not work as described, crashes repeatedly, or fails to deliver the features shown in the app store listing, you have the right to ask for a refund or replacement. The law also protects you if Marco Polo changes your subscription terms unfairly or without warning.

You have up to two years from purchase to lodge a complaint if a service is faulty or not as described. This means if you paid for a feature that never worked, you can contact Marco Polo or the Australian Consumer Law authority and demand your money back, even months later.

Who to escalate to if marco polo refuses to help

If Marco Polo or your app store refuses to refund you or respond to your cancellation request, the Australian Competition and Consumer Commission (ACCC) is your backstop. You can lodge a complaint at the ACCC website if you believe you have been treated unfairly or misled. Many complaints are resolved faster when a company knows you are prepared to escalate to the ACCC.

How to cancel marco polo by app store

Your cancellation method depends on which app store you used to subscribe. Stopee breaks down the exact steps for each platform so you do not get lost.

Cancel marco polo on apple devices (iPhone or iPad)

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
3. Tap Subscriptions.
4. Find Marco Polo in the list.
5. Tap Marco Polo to open its subscription details.
6. Tap Cancel Subscription or Edit Subscription, depending on your iOS version.
7. Confirm the cancellation by following the on-screen prompts.
8. You will see a confirmation message saying your subscription has been cancelled. Screenshot this message.

Important: You will keep access to Marco Polo Plus until the end of your current billing period. After that date, you will be downgraded to the free tier automatically.

Cancel marco polo on android devices (Google play)

1. Open the Google Play app on your Android phone or tablet.
2. Tap your profile icon in the top right corner.
3. Tap Manage my subscriptions or Payments and subscriptions (wording varies).
4. Tap Subscriptions.
5. Find Marco Polo in the list and tap it.
6. Tap Cancel subscription.
7. Follow the on-screen questions about why you are cancelling (optional).
8. Confirm the cancellation.

Google Play will show you the date your subscription ends. Write down this date so you know when your free tier access begins.

Cancel marco polo on web (if available)

If you subscribed via a web version of Marco Polo or through their website directly, you may be able to cancel through your account settings. Visit the Marco Polo website, log in with your account, and look for Settings > Subscriptions or Account > Billing. The steps will be similar to the app store method, but you will manage your subscription from your account dashboard instead.

Pro tip: If the web cancellation page is unclear or the button does not work, contact Marco Polo support directly at sales@marcopolofoods.com.au. Screenshot the error you see and describe exactly what happens when you try to click Cancel, so support has all the details they need to help.

What happens immediately after you cancel

Cancelling Marco Polo is fast, but the aftermath takes a little thought. After you submit your cancellation request, Marco Polo does not cut you off straight away; instead, you keep access until the end of your current billing period. Here is what you need to know.

Your access during the grace period

You have the right to use Marco Polo Plus for the rest of the month or year you paid for. If your renewal date was 28 February and you cancel on 14 February, you still have full access to Plus features until 28 February. After that date, your account automatically switches to the free tier.

Your videos and messages after downgrading

When you drop to the free tier, your video library and message threads do not disappear. You will keep all the videos and conversations in your account, but videos older than one year will eventually expire if you did not purchase Unlimited Storage. Custom emojis, playback speed controls and background listening will no longer work because those are Plus-only features.

Getting your data before cancellation

Stopee recommends you export or back up your important videos and messages before your subscription ends, just to be safe. Check whether Marco Polo offers a download or export option in your account settings. If not, you can always take screenshots or save videos directly to your phone or computer.

How to get a refund from marco polo

Refunds for Marco Polo subscriptions depend on your app store, your reason for refunding, and how long you have had the subscription. Here is how to request one and what to expect.

Refund eligibility and timeframes

If you subscribed through Apple App Store, you have 14 days from purchase to ask for a refund. Apple handles refund requests directly through its system, not through Marco Polo. On Google Play, the refund window is generally 48 hours from purchase, though you can appeal after 48 hours if you have a valid reason (such as the service being faulty or misleading).

If your subscription has auto-renewed multiple times, you can still request a refund for the most recent charge, provided you ask within the refund window. However, refunds for older cycles are harder to get unless you can prove Marco Polo was faulty or misled you about what you were buying.

How to request a refund on apple

1. Open the Settings app on your iPhone or iPad.
2. Tap your name and then Subscriptions.
3. Find Marco Polo and tap it.
4. Look for an option that says Report a Problem or Request Refund.
5. Select the reason for your refund request from the list (for example, "I did not authorise this charge" or "The app does not work as described").
6. Describe your issue in the text box provided.
7. Tap Submit.

Apple will review your request within 48 hours and email you the decision. If you are approved, the refund will hit your card or Apple ID credit within 5 to 10 business days.

How to request a refund on google play

1. Open the Google Play app on your Android device.
2. Tap your profile icon and go to Manage my subscriptions or Payments and subscriptions.
3. Tap Subscriptions and find Marco Polo.
4. Tap the subscription and look for a Help or Report a problem option.
5. Select your reason (for example, "The subscription does not work as expected" or "I did not authorise this charge").
6. Describe your problem clearly.
7. Tap Submit.

Google Play typically responds to refund requests within 24 to 48 hours. If you are approved, the refund goes back to your original payment method within 7 to 10 business days.

Refunds for faulty or misleading features

If you paid for Marco Polo Plus and one of the core features (such as playback speed or background listening) does not work as described or is broken, you have a stronger refund claim under Australian Consumer Law. Contact Marco Polo support first and describe the fault clearly. If they do not fix it or refund you within a reasonable timeframe, escalate to the ACCC.

Warning: Do not wait more than 14 days (Apple) or 48 hours (Google) to request a refund if you are unhappy with a recent charge. Once the refund window closes, you will need to prove the service was faulty or misleading to get your money back.

Common cancellation mistakes and how to avoid them

Stopping a subscription should be straightforward, but small errors can leave you paying for months longer than you intended. Stopee has seen thousands of cancellation requests, and these are the slip-ups that hurt people most.

Mistake 1: cancelling through marco polo support instead of your app store

Many people email Marco Polo support asking to cancel their subscription. This sounds logical, but it does not work. Marco Polo does not manage your billing or cancellations directly; your app store does. Emailing Marco Polo will either get no response or a reply saying "You need to cancel through Apple or Google." This wastes time and leaves your subscription active. Always cancel through your app store, not through Marco Polo support.

Mistake 2: assuming cancellation is instant

When you cancel, you do not lose access immediately. Your subscription stays active until the end of your billing cycle. If you cancelled expecting to be downgraded to free the same day, you might be shocked to see a charge post to your account a few days later. That charge is for the next cycle, and it means your cancellation did not go through. Double-check your subscription list to confirm the status says "Cancelled" or "Expires on [date]".

Mistake 3: not checking your cancellation confirmation

After you hit the Cancel button, your app store should show a confirmation message or take you to a screen that says "Subscription cancelled" or similar. If you do not see this, your cancellation may not have been processed. Screenshots or write down the date and time you tried to cancel, then check your subscription list again 24 hours later. If Marco Polo is still listed as active, contact your app store support team.

Mistake 4: forgetting to cancel unlimited storage separately

If you subscribe to both Marco Polo Plus and Unlimited Storage, these are two separate subscriptions. Cancelling Plus does not automatically cancel Unlimited Storage. You need to cancel both subscriptions separately in your app store settings. Check your full subscription list to confirm both are cancelled.

Mistake 5: losing your proof of cancellation

If you ever need to dispute a charge or prove you cancelled on time, you will need evidence. Screenshot the confirmation message from your app store showing the cancellation date and status. Keep this screenshot for at least 90 days after your subscription is supposed to end. Stopee recommends creating a folder on your phone or computer to store all subscription confirmations and cancellations.

Your cancellation checklist for marco polo

Use this step-by-step checklist to make sure you cancel correctly and do not miss anything.

Should you keep or cancel marco polo

Before you walk away entirely, think about whether cancellation or a downgrade is right for you. This comparison table might help you decide.

If you are on the fence, consider downgrading to the free tier first. Use Marco Polo free for one month and see whether you miss the paid features. If you do not, cancel. If you do, you can resubscribe later. The free version gives you enough to stay in touch; you just lose playback speed and some bells and whistles.

Contact marco polo if cancellation does not work

If you cancelled through your app store but your subscription did not turn off, or if you have questions Marco Polo support needs to answer, here is how to reach them.

You can contact Marco Polo via email at sales@marcopolofoods.com.au. When you email, include your full name, account email address, the subscription plan you cancelled, the date you cancelled, and a screenshot of your cancellation confirmation. Marco Polo should respond within 2 to 5 business days.

Pro tip: If Marco Polo support does not resolve your issue within a week, escalate to the ACCC or your app store customer support team. App stores take charge disputes seriously and will often refund you faster than going back and forth with the app company.

Key takeaways and next steps

Cancelling Marco Polo is simple when you know where to click, but the details matter. You cannot cancel through email; you must use your app store. Your subscription keeps running until your renewal date, so set a reminder to cancel a few days before. If you bought Unlimited Storage as well, cancel that separately. Take a screenshot of your confirmation so you have proof if anything goes wrong later.

If you are worried about whether to keep or cancel, try the free tier for a month first. If you think Marco Polo took money without permission or misled you about features, you have strong legal protections under Australian Consumer Law and can escalate to the ACCC.

Stopee has helped thousands of consumers cancel subscriptions they no longer need and claim refunds they were entitled to. Whether you are leaving Marco Polo or fighting for a charge reversal, Stopee is here to guide you through every step. Visit Stopee.com today to explore cancellation guides for hundreds of services, recovery tips for unauthorised charges, and expert advice on your consumer rights in Australia.