Manage Marco Polo

How to cancel marco polo and understand your consumer rights in canada

What marco polo is and why you might want to cancel

Marco Polo is a video messaging app that lets you send short video messages (called "Polos") to individuals or groups. The app offers a free, ad-free core experience with unlimited chats. If you want access to premium features like HD video, transcripts, closed captions, and unlimited storage, you'll subscribe to Marco Polo Plus or add a separate storage plan.

You might decide to cancel if you're no longer using the app regularly, prefer other messaging platforms, or want to reduce your monthly subscriptions. Whatever your reason, Stopee is here to guide you through the cancellation process step by step, ensuring you understand exactly what happens to your account and any refunds you may be entitled to.

Understanding marco polo's subscription options

Marco Polo offers several paid plans, and your cancellation method depends on which plan you subscribed to and where you purchased it. You may have subscribed through the App Store (iOS), Google Play (Android), or directly through the Marco Polo website. Each platform has its own cancellation process and refund policies.

Why canadians cancel marco polo

The most common reasons you might cancel include switching to competing apps, finding the premium features too expensive, or simply not using the service enough to justify the cost. Some subscribers cancel after a free trial ends and they realize the paid features don't align with their needs. Others discover that the free version meets their requirements perfectly. Understanding your cancellation rights in Canada is essential before you take action.

Marco polo pricing and subscription plans

Before you cancel, review the plans you're currently paying for.

Notice the pricing conversion from USD to CAD. Stopee recommends checking your billing statement to confirm exactly which plan you're on and whether you're being charged monthly or annually. This will determine your next cancellation step.

How to cancel marco polo on your device or account

Your cancellation method depends entirely on how you subscribed: through the App Store, Google Play, or the Marco Polo website directly.

Cancelling via apple app store (iOS)

If you subscribed on an iPhone or iPad through the App Store, you must cancel through Apple, not through the Marco Polo app itself. This is a critical point: Marco Polo cannot cancel your subscription for you.

1. Open the App Store app on your iPhone or iPad
2. Tap your profile icon in the top-right corner
3. Select Subscriptions from the menu
4. Find and tap Marco Polo in your active subscriptions list
5. Tap Cancel Subscription (or Edit, then Cancel, depending on your iOS version)
6. Confirm the cancellation by selecting Confirm or Stop Subscription

Pro tip: Apple will ask you why you're cancelling. Your response is optional but can help Marco Polo improve their service. After you confirm, auto-renewal stops immediately, and you'll see a confirmation message on screen.

Warning: Simply deleting the Marco Polo app does not cancel your subscription. You must complete the steps above to stop being charged.

Cancelling via google play store (Android)

Android subscribers must cancel through Google Play. Like iOS, the Marco Polo app itself does not handle subscription cancellations.

1. Open the Google Play Store app on your Android device
2. Tap your profile icon in the top-right corner
3. Select Payments and subscriptions
4. Tap Subscriptions
5. Select Marco Polo from the list
6. Tap Cancel subscription
7. Select your reason for cancellation (optional) and confirm

Pro tip: Google Play allows you to request a refund within 48 hours of purchase. If you cancel outside that window, you'll keep access to paid features through the end of your current billing cycle, but no refund is issued automatically.

Warning: If you uninstall the app without cancelling your subscription first, charges will continue on your next billing date.

Cancelling via the marco polo website

If you subscribed directly through the Marco Polo website (not through App Store or Google Play), you cancel through your account dashboard.

1. Visit the Marco Polo website and log into your account
2. Navigate to Account Settings or Subscription Settings
3. Look for My Subscription or Billing section
4. Select Cancel Subscription or Manage Subscription
5. Follow the prompts to confirm cancellation

Pro tip: Save a screenshot of your cancellation confirmation email. This serves as proof that you cancelled on a specific date, which is valuable if billing disputes arise later.

What happens to your account and access after cancellation

Cancelling your Marco Polo subscription is an emotional moment, especially if you've built a library of video messages you value.

When you cancel, auto-renewal stops immediately. You will not be charged at your next billing date. However, you retain access to all premium features you paid for until the end of your current billing period. Once that period expires, premium features (HD video, transcripts, closed captions, unlimited storage, speed controls, and Plus Passes) become unavailable.

Your account itself stays active. Your existing Polos and your contact list remain intact. You can continue using Marco Polo's free features indefinitely: sending and receiving standard-quality video messages, creating group chats, and accessing your message history. You simply lose access to the advanced tools and expanded storage that your paid subscription provided.

If you resubscribe at any point in the future, your account and all your previous messages remain available. Marco Polo does not delete your content when your subscription expires.

Refunds and your consumer protection rights in canada

Refunds are where confusion often arises, and Stopee wants you to know exactly where you stand under Canadian law.

Marco polo's refund policy

Marco Polo's own terms state that subscription fees already paid are non-refundable. The company does not offer refunds directly. However, your actual refund rights depend on the platform where you purchased and your province's consumer protection laws.

Refunds through the app store (iOS)

You must contact Apple Support directly to request a refund. Apple reviews refund requests on a case-by-case basis and may issue a refund at its discretion. Most refund requests are reviewed within 48 hours, and Apple typically processes approved refunds within 5 to 30 business days.

Your best chance at an App Store refund is if you request it within 30 days of purchase. If you subscribed automatically and were charged without realizing it, mention this in your request. Apple is more likely to refund unintended charges or first-month subscriptions than charges made weeks or months after purchase.

Refunds through google play (Android)

Google Play offers a 48-hour refund window from the date of purchase. You can request a refund directly through the Google Play Store app or website. To request a refund:

1. Open Google Play Store
2. Tap your profile icon and select Payments and subscriptions
3. Tap Subscriptions and select Marco Polo
4. Select Report a problem
5. Explain your reason for the refund request

Google will review your request and notify you of the outcome. If your request is approved, the refund is issued back to your payment method. If you request a refund outside the 48-hour window, Google Play may still approve it in exceptional circumstances, such as unauthorized purchases or billing errors.

Refunds for purchases made on the marco polo website

If you subscribed directly through Marco Polo's website, you must contact Marco Polo Support directly. Marco Polo does not guarantee refunds for purchases made through its website. However, in exceptional cases, they may refund charges made within 30 to 60 days of purchase, depending on the circumstances. Reach out to their support team with your request and explain your reason.

Your statutory consumer rights in canada

Canadian consumer protection laws vary by province, but several apply to digital subscriptions. The federal Consumer Protection Act and provincial equivalents (such as Ontario's Consumer Protection Act, Alberta's Fair Trading Act, and British Columbia's Consumer Protection Act) protect your rights when you purchase digital services.

Key protections include:

• Right to cancel a subscription within a reasonable time if the service fails to meet the terms advertised
• Right to transparent billing and clear information about recurring charges
• Right to file a complaint with your provincial consumer protection authority if the company engages in deceptive practices
• Protection against unauthorized billing if Marco Polo continues charging after you've cancelled

Pro tip: If Marco Polo continues charging you after you've cancelled, this is a billing error. Document the date you cancelled, take screenshots of your cancellation confirmation, and contact your bank or credit card company to dispute the charge. You can also file a complaint with your provincial consumer protection office.

Stopee recommends keeping a record of your cancellation confirmation for at least 12 months. This protects you if any billing disputes arise and provides evidence that you cancelled on a specific date.

Common mistakes canadians make when cancelling marco polo

Cancelling a subscription sounds simple, but many of us rush through it and create problems for ourselves.

The most common mistake is deleting the Marco Polo app without cancelling the subscription through the App Store, Google Play, or Marco Polo's website. Uninstalling the app stops the notifications but does not stop the charges. You'll be billed again on your next renewal date without warning.

Another frequent error is cancelling through the wrong platform. If you subscribed through the App Store, you cannot cancel through the Google Play Store or the Marco Polo website. Each platform manages its own subscriptions independently. Attempting to cancel in the wrong place wastes time and leaves your subscription active.

Some subscribers assume that turning off auto-renewal and cancelling are the same action. They are not. Turning off auto-renewal prevents future charges, but if your free trial is about to end, you must explicitly cancel to avoid being charged for the first month. Stopping auto-renewal alone does not cancel your subscription retroactively.

A fourth mistake is not keeping a copy of your cancellation confirmation. If a billing dispute arises later, you need proof that you cancelled on a specific date. Screenshot or email yourself the confirmation message immediately after cancelling.

Pro tip: Set a reminder on your phone to check your bank or credit card statement 5 to 7 days after your cancellation date. Verify that no new charge appears on your next renewal date. If a charge does appear, contact your payment provider immediately and escalate to your provincial consumer protection authority if Marco Polo refuses to refund you.

Comparison: marco polo vs. similar video messaging apps

If you're considering cancelling Marco Polo, you might be exploring alternatives.

Each app serves a slightly different purpose. WhatsApp and Signal offer encrypted messaging at no cost. Google Meet is ideal if you need live, real-time video calls. Loom focuses on screen recording for professional use. Marco Polo excels at asynchronous video conversations-recording a message now and receiving a reply later, without the pressure of live interaction. Your cancellation decision may depend on which of these alternatives better aligns with your communication style.

Your cancellation checklist for marco polo

Before you confirm your cancellation, work through this checklist to ensure you've covered all the bases.

• Confirm which subscription plan you're on (Marco Polo Plus, Unlimited Storage, Family plan, or combination)
• Verify which platform you subscribed through (App Store, Google Play, or Marco Polo website)
• Back up any important Polos or contacts you want to preserve (export or screenshot if available)
• Decide whether you want to request a refund and identify which platform's refund policy applies
• Complete the cancellation through the correct platform (App Store, Google Play, or website)
• Take a screenshot of your cancellation confirmation immediately
• Note the exact date you cancelled
• Check your payment method's statement 5 to 7 days after cancellation to confirm no new charge appears
• File a complaint with your provincial consumer protection authority if you're charged after cancellation

After you cancel marco polo: what you need to know

Cancelling feels final, but the process doesn't end the moment you click the button.

Your premium features remain active until the end of your current billing period. If you subscribed on July 15 for a monthly plan, your premium access lasts until August 14. You can continue using HD video, transcripts, and all other Plus features until that date. On August 15, those features deactivate, and you're limited to the free version.

You'll likely receive a confirmation email from the platform you cancelled through (Apple, Google, or Marco Polo directly). Save this email. It includes the cancellation date, your subscription end date, and details about any potential refund eligibility.

If you have any Marco Polo Passes (gifts to unlock premium features for other users), they will expire when your subscription ends. You cannot use Passes after your premium access ends.

Your account remains active indefinitely. You can log in anytime, view your message history, and continue using Marco Polo's free features. If you decide to resubscribe in the future, simply go back to your app's subscription settings and reactivate your plan.

Pro tip: Some subscribers find that stepping away from Marco Polo for a few weeks clarifies whether they truly miss it. If you do, resubscribing takes 30 seconds. If you don't, you've confirmed that cancelling was the right choice.

Contact information and escalation for marco polo disputes

If Marco Polo continues charging you after cancellation, or if you believe you've been billed unfairly, you have multiple escalation routes.

First step: Contact Marco Polo Support directly through their website (support.marcopolo.me). Explain the issue, include your cancellation confirmation screenshot, and request a refund or investigation. Most companies respond to support requests within 48 to 72 hours.

Second step: If Marco Polo does not respond or refuses to refund you, contact your payment provider (your bank or credit card company). File a chargeback or dispute claim. Provide your cancellation confirmation as evidence. Your bank will investigate and may reverse the charge on your behalf.

Third step: If both Marco Polo and your bank fail to resolve the issue, file a formal complaint with your provincial consumer protection authority:

• Ontario: Service Ontario Consumer Protection (ontario.ca/consumer)
• British Columbia: Consumer Protection BC (consumerprotectionbc.ca)
• Alberta: Alberta Fair Trading Act Complaints (servicealberta.ca)
• Quebec: Office of the Protecteur du consommateur (protecteur.qc.ca)
• Other provinces: Contact your provincial government's consumer protection office

These authorities have the power to investigate complaints, mediate disputes, and in some cases, impose fines on companies that breach consumer protection laws. Filing a formal complaint is free and creates an official record of the issue.

Stopee has helped thousands of Canadians recover unauthorized charges and resolve subscription disputes by guiding them through these exact escalation steps. You are not alone if Marco Polo continues charging you after cancellation. Clear documentation and persistence will resolve the issue in your favour.