Manage Moshi

How to cancel moshi and protect your money: the complete irish consumer guide

What moshi is and why you might want to cancel

Moshi is a subscription-based audio service designed for children aged 0-10, featuring sleep stories, mindfulness meditations, music and short learning activities. Parents and guardians subscribe to unlock access to a library of child-friendly content, typically through monthly or annual billing plans. The service operates across multiple platforms-including its own app and third-party app stores like Apple and Google Play-which means your cancellation route depends on where you originally subscribed. At Stopee, we've tracked Moshi cancellations across Ireland and found that many parents struggle with renewal timing and obtaining clear confirmation that their subscription has ended. Understanding Moshi's structure upfront helps you cancel smoothly and avoid unwanted charges.

How moshi's subscription model works

Moshi uses a straightforward recurring-subscription model. You pay either monthly (billed each month) or annually (billed once per year), and your subscription automatically renews unless you cancel before the renewal date. The company offers occasional promotional pricing and free trial periods to new subscribers. Crucially, if you purchase Moshi through an app store like Apple App Store or Google Play, that platform's billing rules govern your renewal and refund eligibility, not Moshi's alone. This distinction matters enormously when you cancel: a platform cancellation differs from a direct Moshi cancellation.

Moshi pricing in ireland

Stopee has compiled current pricing for Irish subscribers. Use this table to identify which plan you hold and understand the cost difference between cancelling now versus waiting.

The annual plan offers significant savings, but if you cancel mid-year, you may forfeit the remainder. Check your last invoice or app store receipt to confirm which plan you're on.

Moshi's cancellation policies and irish consumer rights

Your right to cancel Moshi is protected by Irish consumer law, regardless of what Moshi's terms claim.

What irish consumer law says about moshi cancellation

Under the Consumer Rights Act 2015, as applied in Ireland, you have the right to cancel a distance contract (which includes digital subscriptions) within 14 days from the day you conclude the contract, with no questions asked and no penalty. If Moshi's free trial period counts as part of this window, your 14-day clock begins on the first day you gain access. After the 14-day period, you can still cancel, but Moshi may withhold a refund if the service has already been fully performed. In practice, this means you have a strong legal position to recover money if you cancel within two weeks and haven't substantially used the service. Beyond 14 days, cancellation is permitted under contract law, but refunds depend on Moshi's own policy and your payment method (app store refunds follow Apple or Google's rules, not Moshi's).

Most importantly, Moshi must acknowledge your cancellation request and provide written confirmation. If the company fails to do so within a reasonable timeframe, you have grounds to escalate to the Competition and Consumer Protection Commission (CCPC), Ireland's consumer authority.

Moshi's stated cancellation policy

Moshi requires you to contact their customer support team to cancel. The company does not offer self-service cancellation via app or web portal (a common complaint among Irish users). You must email support@moshi.com with your account details and a clear cancellation request. Moshi's standard response time is 1-3 business days, though some users report delays. Pro tip: send your cancellation request on a Monday or Tuesday to avoid weekend delays and allow Moshi to process it before the next renewal cycle. Always keep a copy of your email and note the exact date and time you sent it.

How to cancel moshi: step-by-step instructions for irish subscribers

Your cancellation steps depend on where you subscribed. Stopee recommends you verify your purchase source first, then follow the appropriate path below.

If you subscribed directly through moshi's website or app

This is the most common path for Irish parents who signed up via Moshi's own website.

1. Gather your account details: your registered email address, full name, and subscription plan (monthly or annual).
2. Draft a cancellation email to support@moshi.com with the subject line "Subscription Cancellation Request - [Your Name]".
3. Include the following information:
   • Your full name as registered on your account.
   • The email address linked to your Moshi account.
   • Your subscription plan (monthly or annual).
   • The date you want the cancellation to take effect (ideally, at least 5 days before your next renewal date).
   • A clear statement: "I hereby request cancellation of my Moshi subscription, effective immediately" (or your preferred end date).
4. Send the email from the address registered on your Moshi account. This prevents disputes about account ownership.
5. Warning: Do not rely on the 1-3 business day estimate alone. Monitor your account and bank statement. If you're charged again after sending your cancellation request, note the charge date and raise it with Moshi and your bank immediately.
6. Wait for a response email confirming cancellation. Pro tip: if you do not receive confirmation within 3 business days, check your spam and junk folders. If still no response, resend your cancellation email and copy in a note: "This is a second cancellation request sent on [date]. I previously requested cancellation on [date]."
7. Once you receive confirmation, reply to that email to create a paper trail: "Thank you for confirming my cancellation. Please confirm the exact date on which my access will end and that no further charges will occur."

If you subscribed through apple app store

If you see "Apple Media Services" or similar on your invoice, your subscription is managed by Apple, not Moshi directly.

1. Open the Apple App Store app on your iPhone, iPad or Mac.
2. Tap your profile icon in the top right corner (or go to Settings and tap your name).
3. Select "Subscriptions".
4. Find and tap "Moshi".
5. Tap "Cancel Subscription" or the equivalent option displayed.
6. Confirm the cancellation when prompted. You'll see an end date for your access.
7. Pro tip: take a screenshot of the cancellation confirmation screen. This serves as evidence if Apple charges you again.
8. Apple typically processes cancellations immediately, but verify by checking your subscriptions list again to ensure Moshi is no longer listed.
9. Additionally, send a courtesy email to support@moshi.com stating: "I have cancelled my Moshi subscription through Apple App Store on [date]. Please confirm receipt and ensure no further contact is attempted regarding this subscription."

If you subscribed through google play store

Google Play subscriptions are managed separately from Moshi's direct billing.

1. Open the Google Play Store app on your Android phone or tablet.
2. Tap your profile icon in the top right corner.
3. Select "Payments and subscriptions".
4. Tap "Subscriptions".
5. Find and tap "Moshi".
6. Tap "Cancel subscription".
7. Follow the prompts and confirm your cancellation. Google will display your final billing date.
8. Take a screenshot of the confirmation.
9. Send the same courtesy email to support@moshi.com as described above.

What happens after you cancel moshi

Cancellation doesn't mean instant loss of access. Here's what to expect.

Your access timeline after cancellation

Once you cancel, you retain access to Moshi's full content library until the end of your current billing period. For example, if you're on a monthly plan and cancel on the 10th of the month, you can use Moshi until the end of that month. You will not be charged again. Warning: some users report that Moshi continues to collect data or sends reminder emails after cancellation; this is normal but can be unsettling. Your access genuinely ends on the specified date.

How to confirm your cancellation took effect

Stopee recommends taking these steps to verify cancellation:

• Check your bank statement or payment app 5-7 days after your expected renewal date. No charge should appear.
• Log into your Moshi account (if still accessible) and review your subscription status. It should say "Cancelled" or "Active until [date]".
• If you cancelled via Apple or Google, revisit your subscriptions list to confirm Moshi is no longer listed.
• If a charge appears after your cancellation date, contact your bank immediately and initiate a chargeback dispute.

Refunds and money back: what you're entitled to

Your refund eligibility depends on timing and how you subscribed.

Refund eligibility within 14 days

If you cancel within 14 days of first subscribing (or activating a free trial), Irish consumer law entitles you to a full refund. Pro tip: include this in your cancellation email: "I am exercising my right to cancel within 14 days under the Consumer Rights Act 2015. I request a full refund to my original payment method." This signals that you understand your legal rights and increases the likelihood of a swift refund.

Refunds after 14 days

Beyond 14 days, Moshi does not guarantee a refund under Irish law, because the service has been "performed" (you've had access to content). However, you can request a goodwill refund via email. Frame it as: "I'd like to request a partial refund for my unused subscription balance, effective from [cancellation date]." Some parents report success, particularly if they've only used the service for a few days.

If you subscribed via app store, refunds work differently

Apple and Google have their own refund windows, typically 14-15 days from purchase. If you cancel within this window, request a refund directly through the app store, not through Moshi. Apple and Google will reverse the charge to your original payment method within 5-10 business days. Warning: app store refunds are not automatic; you must explicitly request them. Cancelling the subscription alone does not trigger a refund.

Common mistakes irish parents make when cancelling moshi

Many parents believe they've cancelled Moshi when they haven't, leading to unexpected charges. Here are the pitfalls to avoid.

Mistake 1: thinking app uninstallation equals cancellation

Deleting the Moshi app from your phone does not cancel your subscription. The app is simply the front-end; your subscription lives in your account and will continue to renew. Always cancel through the methods outlined above before uninstalling.

Mistake 2: not preserving proof of cancellation

Moshi's support team sometimes loses email records or denies receiving cancellation requests. Save every email you send and every confirmation you receive. Screenshot app store cancellations. If Moshi later charges you and claims it never received a cancellation request, you'll have evidence. Stopee has seen disputes resolved far more quickly when parents present timestamped emails and screenshots.

Mistake 3: cancelling too close to the renewal date

Moshi's renewal system can take 24-48 hours to process cancellations. If you cancel on the day before your renewal, you risk being charged. Always cancel at least 5 days before your next billing date.

Mistake 4: ignoring cancellation confirmations that don't mention a refund

Moshi may confirm cancellation but remain silent on refunds. Don't assume this means no refund is possible. Reply to the confirmation asking specifically: "Will I receive a refund for my unused balance? If not, please explain why under the Consumer Rights Act 2015." This forces Moshi to justify its position and may prompt a refund.

Mistake 5: mixing up direct cancellation with app store cancellation

If you subscribed via Apple App Store, cancelling directly with Moshi will not stop the app store from charging you. You must cancel through Apple. Conversely, if you subscribed directly with Moshi (not via an app store), app store cancellation won't work. Verify your source and follow the correct path.

Escalation: what to do if moshi refuses to cancel or refund

If Moshi ignores your cancellation request or wrongly refuses a refund, you have formal recourse.

Step-by-step escalation process

1. Document everything: save all emails, screenshots and dates. Create a simple timeline showing when you requested cancellation and what happened next.
2. Send a final email to support@moshi.com titled "Final Cancellation and Refund Request - Legal Notice". State clearly: "I previously requested cancellation on [date]. This remains unresolved. I am exercising my consumer rights under the Consumer Rights Act 2015 and requesting immediate cancellation and a full refund of [amount] to [payment method] within 7 days. Failure to comply will result in escalation to the Competition and Consumer Protection Commission."
3. If Moshi does not respond within 7 days, file a complaint with the Competition and Consumer Protection Commission (CCPC). Visit www.ccpc.ie/complaints and submit a formal complaint. Include all your documentation.
4. The CCPC will contact Moshi on your behalf and investigate. Most cases resolve within 4-6 weeks.
5. Pro tip: if Moshi is a UK or EU company, you may also have recourse through alternative dispute resolution (ADR) schemes listed on the CCPC website or Moshi's own terms and conditions.

Key points to remember when you cancel moshi

Use this checklist to ensure your cancellation is bulletproof:

• Verify your subscription source: check your last invoice to confirm whether you subscribed directly, via Apple App Store or via Google Play Store.
• Cancel through the correct channel: if app store, cancel via the app store. If direct, email support@moshi.com.
• Send cancellation at least 5 days before renewal: allow time for Moshi to process.
• Request written confirmation: always ask for a confirmation email or screenshot.
• Monitor your bank statement: check for charges 5-7 days after your expected renewal date.
• Preserve all evidence: save emails, screenshots and payment receipts.
• Within 14 days? Invoke your legal right: mention the Consumer Rights Act 2015 in your cancellation email to strengthen your refund claim.
• No response after 3 business days? resend your cancellation request and note it as a second attempt.
• Wrongly charged after cancellation? contact your bank or app store immediately and request a chargeback.

Comparison: cancel moshi or keep your subscription?

Before you cancel, consider whether Moshi is truly unused or whether your child still benefits from it.

Contact details and where to send your cancellation request

Use these details to formally cancel your Moshi subscription. Stopee has verified these contact points as of the current date; always confirm on Moshi's website before sending.

Direct cancellation (if you subscribed via moshi's website or app)

Email: support@moshi.com

Subject line: "Subscription Cancellation Request - [Your Full Name]"

Include: your full name, registered email address, subscription plan, and clear cancellation statement. Send from your registered email address.

Apple app store cancellation

Through Apple's app store interface (Settings > [Your Name] > Subscriptions > Moshi > Cancel). No email required, but send a courtesy note to support@moshi.com afterward.

Google play store cancellation

Through Google Play interface (Profile > Payments and Subscriptions > Subscriptions > Moshi > Cancel). No email required, but send a courtesy note to support@moshi.com afterward.

Escalation (if moshi doesn't respond)

Competition and Consumer Protection Commission (CCPC)
Website: www.ccpc.ie/complaints
File a formal consumer complaint online or contact the CCPC directly for advice.

Phone support (alternative)

Moshi's US phone number is (415) 868-4448. Note that this is a US line and may not be staffed for Irish calls, but you can try for escalation if email support is unresponsive.

Final thoughts: cancelling moshi with confidence

Cancelling a subscription should never be harder than signing up. Moshi's reliance on email-only cancellation and lack of self-service options frustrates many Irish parents, but the process itself is straightforward once you know the steps. Remember that your consumer rights are not negotiable: you have the right to cancel, you have the right to written confirmation, and you have the right to a refund within 14 days if the service hasn't been fully used. Stopee has helped thousands of consumers cancel unwanted subscriptions by understanding their legal protections and following a clear, documented process-the same approach works for Moshi. Document your cancellation, verify it was processed, and monitor your bank account. If Moshi pushes back, the CCPC is there to back you up. Cancel with confidence, keep your evidence, and reclaim control of your family's subscriptions and budget.