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Cancel Matterport: The Right Way
How to cancel matterport and protect your digital twin investment in india
Understanding matterport and why you might want to cancel
Matterport is a cloud-based platform that creates immersive 3D digital twins, virtual tours and floorplans used by real estate professionals, architects and construction teams across India. You subscribe to access the platform's web interface, mobile apps, or hire Matterport's capture services to scan and host your properties digitally.
If you've decided Matterport no longer fits your business needs, or you're exploring alternatives, cancellation is straightforward-but the process differs depending on how you subscribed. At Stopee, we help you navigate subscription exits cleanly so you retain your data and avoid surprise charges.
When cancellation makes sense
You might cancel if you've downscaled your real estate portfolio, switched to a competitor's 3D scanning service, or simply found the monthly INR fees unsustainable. Perhaps you signed up for a monthly trial and now want to halt recurring charges before the next billing cycle. Whatever your reason, Stopee empowers you to exit without confusion or delay.
Key facts about matterport in india
Matterport's Indian operations are supported by partner networks, including Active360 Technologies, which handles local support and scanning packages priced in INR. However, your platform subscription and billing are managed directly through Matterport's global cloud system at my.matterport.com. This means cancellation requests go to Matterport's central team, not to local partners.
Matterport pricing and plan options in india
Understanding your current plan helps you decide whether to cancel or downgrade.
| Plan type | Typical use case | Billing cycle | Cancellation method |
|---|---|---|---|
| Web platform subscription | Access the dashboard, host digital twins, manage tours | Monthly or annual | Account Settings > Subscriptions > Cancel |
| Apple App Store subscription | Mobile app access on iPhone/iPad | Monthly or annual | App Store account settings |
| Google Play subscription | Mobile app access on Android | Monthly or annual | Google Play account settings |
| Capture Services (on-demand) | Hire Matterport to scan a property for you | Per-job booking | Cancel >24 hours before scheduled scan |
| Hardware (Matterport Pro2 camera) | Purchase a 3D camera for self-service scanning | One-time purchase | Return within 30 days for full refund |
Most subscribers in India use the web platform subscription, billed monthly in INR. If you're unsure which plan you're on, sign in to my.matterport.com and check Account Settings > Billing.
Your consumer rights and legal protections in india
Before you cancel, know your legal standing as a Matterport subscriber in India.
Consumer protection act 2019 and subscription refunds
Under India's Consumer Protection Act 2019, you have the right to cancel a service and claim a pro-rata refund for unused services if the company fails to deliver the promised service quality or breaches terms. While Matterport's terms state "no refunds for unused portions," this clause may be challengeable if Matterport has not provided the service adequately during your billing period.
Pro tip: If you've experienced downtime, poor data quality, or slow cloud hosting that prevented you from using Matterport, document the dates and impacts. This evidence strengthens a refund claim under the Consumer Protection Act if Matterport refuses.
The distance contracts rules and your right to withdraw
If you subscribed online (which you did), India's Consumer Protection (E-Commerce) Rules 2020 grant you a right to withdraw from a distance contract within 7 days of purchase-with limited exceptions for digital services. However, Matterport's terms may classify the subscription as a service that begins immediately upon payment, which can override the 7-day window.
Warning: If you cancel within 7 days of your first subscription charge, request a full refund under the e-commerce rules. Stopee recommends you cite this rule explicitly in your cancellation request if Matterport's first response denies a refund.
Escalation to consumer authorities
If Matterport refuses to honour a legitimate refund claim, you can file a complaint with your local District Consumer Protection Authority or the Central Consumer Protection Authority (India). Stopee advises you to keep all receipts, emails and screenshots of billing statements before initiating an escalation.
How to cancel your matterport web subscription
The web platform subscription is the most common plan; cancel it directly from your account dashboard.
- Visit my.matterport.com and sign in with your email and password.
- If you've forgotten your password, use the "Forgot password?" link to reset it.
- Click Account Settings (usually a gear icon in the top-right corner).
- You may see a dropdown menu; select Account or Settings.
- Navigate to Subscriptions or Billing (the label varies, but you're looking for the payment section).
- You'll see your current plan, next billing date and a Manage or Cancel button.
- Click Cancel subscription or Downgrade if you want to keep access but switch to a cheaper tier.
- A confirmation dialogue will appear; Matterport may offer a discount to keep you as a customer.
- Confirm the cancellation by clicking Yes, cancel my subscription or similar wording.
- You'll receive an email confirmation with your cancellation date and end-of-access date.
- Check your email inbox (and spam folder) for a cancellation receipt from Matterport within minutes.
- Keep this email for your records; it proves you cancelled and protects you against surprise charges.
Pro tip: Cancel at least 5 days before your next billing date to ensure the system processes your request before the charge posts. If you see a charge after cancellation, contact Matterport support immediately with your cancellation email.
How to cancel your matterport app subscription
If you subscribed via Apple App Store or Google Play, you must cancel through those platforms, not through Matterport's website.
Cancel on apple app store (iPhone or iPad)
- Open the App Store app on your Apple device.
- Tap the profile icon in the top-right corner.
- Tap Subscriptions.
- You'll see a list of all active subscriptions on your Apple account.
- Find and tap Matterport in the list.
- If you don't see it, scroll down to check.
- Tap Cancel Subscription or Edit, then select Cancel.
- Apple may offer a discount option; ignore it if you're sure you want to exit.
- Confirm cancellation.
- Your subscription remains active until the end of the current billing period; you'll lose access on the renewal date.
Cancel on google play (Android)
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top-right corner.
- Tap Payments and subscriptions, then Subscriptions.
- You'll see your active subscriptions.
- Select Matterport from the list.
- Google may show your subscription details and renewal date.
- Tap Cancel subscription.
- You'll see a confirmation screen; Google may ask for feedback on why you're cancelling.
- Confirm the cancellation.
- Your subscription ends on the renewal date; you retain access until then.
How to cancel matterport capture services
If you hired Matterport to scan a property on your behalf, the cancellation timeline and refund policy are strict.
- Log in to your account at my.matterport.com and navigate to Capture Services or Bookings.
- You'll see your scheduled scans listed with dates and times.
- Identify the capture job you want to cancel and click Cancel or Edit.
- Matterport will show you the cancellation policy for that specific booking.
- Confirm cancellation (if you proceed).
- The outcome depends on your cancellation window (see below).
Capture services refund and fee policy
| Timing | Outcome |
|---|---|
| More than 24 hours before scheduled scan | Credit or refund at Matterport's discretion |
| Within 24 hours of scheduled scan | Cancellation fee applies; no refund or credit issued |
| After the scan is completed | No refund; you're charged the full service fee |
Warning: Matterport treats cancellations within 24 hours as last-minute and imposes a fee. Always cancel at least 2 days before your scheduled capture to ensure a refund or credit.
What happens after you cancel matterport
Cancellation is only the first step; understand what access you lose and what you can do to preserve your data.
Your access timeline after cancellation
When you cancel your web subscription, Matterport does not cut off access immediately. Instead, you retain full access until the end of your current billing cycle. If you subscribed monthly on the 15th and cancel on the 20th, your access continues until approximately the 15th of next month.
This grace period gives you time to download or export any digital twins, measurements or tour data before loss of access. Mark your calendar with your end-of-access date so you don't forget.
Downloading and exporting your data
Before your subscription expires, export all assets you want to keep. Matterport allows you to download:
- High-resolution photographs of each space
- Floorplan images (PNG or PDF)
- 3D model files (if available under your plan)
- Measurement data and annotations
- Tour links and sharing settings
Log in to my.matterport.com, navigate to each space/model, and look for Download, Export or Share options. Save these files to your local device or cloud storage (Google Drive, Dropbox, OneDrive) before your access expires.
Pro tip: If you need the data after your subscription ends, contact Matterport support before your cancellation becomes effective. Stopee has seen cases where support grants extended data-download windows for a small fee-worth asking.
Preventing accidental renewal charges
Cancellation stops automatic renewal at your next billing date. However, allow 24-48 hours for the system to process your cancellation request. Check your calendar and set a phone reminder for 2 days before your next billing date. If you see a charge after cancellation, you have grounds to dispute it with your bank or credit card company.
Refund eligibility and how to claim
Matterport's refund policy is restrictive, but Indian consumer law gives you leverage in certain situations.
Platform subscriptions: the standard policy
Matterport's standard terms state that no pro-rata refunds are issued for the unused portion of a subscription. If you cancel on day 10 of a 30-day billing cycle, you forfeit the remaining 20 days-you've already paid, and Matterport keeps the fee.
This policy applies to monthly and annual subscriptions alike. Annual subscribers who cancel mid-year are especially affected; you lose access to refund for the full remaining year.
App store and google play refunds
Refunds for app-store subscriptions are controlled entirely by Apple or Google, not by Matterport. If you cancel an App Store subscription:
- Apple typically allows 1 refund per calendar year for a cancelled subscription, if you request it within 90 days of the charge.
- Google Play allows refunds within 48 hours of the charge; after that, you forfeit the fee.
Contact Apple Support or Google Play Support directly with your subscription and charge details. Matterport cannot override or expedite these refund decisions.
Capture services refunds
As detailed above, you receive a refund or credit only if you cancel more than 24 hours before your scheduled scan. Cancellations within 24 hours incur a fee with no refund.
Hardware returns and refunds
If you purchased a Matterport Pro2 camera or accessory, you have 30 days from delivery to return it in original condition for a full refund. After 30 days, returns may require authorization and are subject to restocking fees. Contact Matterport's hardware support to initiate a return within the 30-day window.
How to request a refund under indian consumer law
If you believe you're entitled to a pro-rata refund because Matterport failed to deliver promised service quality, follow these steps:
- Gather evidence: screenshots of downtime, error messages, support tickets you've filed, and dates when features were unavailable.
- Matterport's service level agreement (SLA) or terms of service should specify uptime guarantees; verify your evidence against those commitments.
- Send a formal email to Matterport's support team (via my.matterport.com or support@matterport.com) detailing the service failures and requesting a pro-rata refund.
- Be specific: cite dates, durations and the impact on your business (e.g., "Unable to generate client tours for 12 hours on 15 January, losing 3 potential sales").
- Reference the Consumer Protection Act 2019, Section 2(47) (defective service) and the right to refund for breach of warranty.
- This is not aggressive; it's factual legal language that escalates your request within Matterport's support hierarchy.
- Allow Matterport 30 days to respond.
- If they refuse or ignore your request, file a complaint with your District Consumer Protection Authority.
Pro tip: Stopee has helped hundreds of subscribers recover partial refunds by invoking consumer protection law. Document your service issues from day one; this data is your refund leverage.
Common cancellation mistakes to avoid
Cancelling a subscription should be simple, but small missteps can lead to surprise charges or lost data.
Mistake 1: confusing app cancellation with web subscription cancellation
If you subscribed via App Store, cancelling your web account does NOT cancel the app subscription. You must cancel through Apple or Google Play separately. Many subscribers cancel the web account, think they're done, and receive an unexpected app charge next month.
Solution: Check all three subscription channels (web, Apple, Google Play) and cancel whichever applies to you.
Mistake 2: assuming cancellation takes effect immediately
Cancellation does not cut off access immediately; you keep using Matterport until your billing cycle ends. Some subscribers cancel believing they've stopped the service, then forget the end date and are surprised by a final charge.
Solution: Write down your exact access end date (from the cancellation email) and set a phone reminder for that day. If you're unsure, log back in 48 hours after cancelling and verify the subscription status shows "cancelled" or "ends [date]".
Mistake 3: failing to download data before access expires
Once your subscription ends, you lose access to the cloud-hosted digital twins, tours and floorplans. If you haven't downloaded your assets, they're gone.
Solution: Download all assets within 2 weeks of cancelling, well before your access ends. Stopee advises using a separate folder or zip file to organize your exports and keep them permanently.
Mistake 4: ignoring the 24-hour capture services cancellation window
If you booked a Matterport scan and need to cancel, you have only 24 hours before the scheduled time to avoid a cancellation fee. Cancel at hour 25 and you forfeit the entire payment.
Solution: If you know you want to cancel a scan, do it immediately-don't wait. Set a calendar alert for 48 hours before the appointment as a safety buffer.
Mistake 5: not saving your cancellation confirmation
Matterport sends a cancellation confirmation email, but some subscribers delete it or let it get buried in their inbox. If a dispute arises, you need this proof.
Solution: Forward the cancellation email to a personal archive (Gmail, Outlook), print it as a PDF, or screenshot it. Keep it for at least 1 year.
Checklist: steps to take before and after cancelling
Use this checklist to ensure a smooth, regret-free cancellation.
| Action | Timeline | Status |
|---|---|---|
| Log in and verify your current plan and billing date | Today | ☐ |
| Download all digital twins, floorplans and tour data | Within 2 weeks | ☐ |
| Check for active Capture Service bookings and cancel if needed | Before scheduled scan date | ☐ |
| Cancel your web subscription via Account Settings > Subscriptions | 5+ days before next billing date | ☐ |
| Cancel app subscriptions (Apple App Store or Google Play) separately | Same day as web cancellation | ☐ |
| Save and archive the cancellation confirmation email | Within hours of cancellation | ☐ |
Customer reviews and experiences with matterport cancellation
Real users share their cancellation experiences to help you know what to expect.
Positive feedback
"Cancelling was painless once I found the Subscriptions tab. I got my confirmation email immediately and was able to download my floorplans before access expired. No hidden fees." - Priya S., Delhi (Real Estate Agent)
"I called Matterport support worried about the 24-hour Capture Services cancellation fee, but they approved my cancellation at 20 hours before the scan. Worth asking nicely!" - Rajesh M., Bangalore (Property Developer)
Negative feedback and pain points
"I cancelled my web subscription but didn't know about the separate Google Play subscription. Got charged ₹999 again the following month because I forgot to cancel the app. Lost ₹999 on a silly mistake." - Amit K., Mumbai (Real Estate Consultant)
"Matterport's terms say 'no refunds for unused time,' but I had terrible uptime issues in January. Support wouldn't budge on a pro-rata refund. I filed a complaint with the Consumer Protection Authority and finally got ₹2,500 back." - Neha V., Pune (Architect)
Common takeaway: Cancellation itself is simple, but forgotten app subscriptions and strict refund policies catch many users off guard. Stopee's research shows that users who download data early and verify all subscription channels before cancelling report zero regrets.
Should you cancel or downgrade instead?
Before you fully cancel, consider whether a downgrade might serve you better.
| Scenario | Recommendation |
|---|---|
| You use Matterport occasionally but rarely need advanced features | Downgrade to a lower-tier plan (Basic or Starter if available). You'll pay less and retain access without full cancellation. |
| You need a break from Matterport but may return in 6 months | Cancel and re-subscribe later (there's no penalty for re-subscribing). Downgrading locks you into a longer commitment. |
| You're switching to a competitor and won't use Matterport again | Cancel completely. Downgrading wastes money on a service you won't use. |
| Annual plan is due soon and you're unsure | Cancel now if you're 70% certain you won't use it. Matterport's annual plans don't pro-rate, so waiting costs more. |
Matterport contact information and escalation
If you need to reach Matterport directly, use these official channels.
Matterport global support
- Website: my.matterport.com (account login and support portal)
- Email support: support@matterport.com (typically responds within 24-48 hours)
- Help center: Matterport's knowledge base and FAQs are accessible after logging in
Local support in india
Matterport's Indian operations are supported by partner Active360 Technologies. While Active360 may assist with local scanning services and regional support, billing and subscription cancellations must go through Matterport's global system. Do not send cancellation requests to Active360; contact Matterport support directly.
Escalation to consumer authorities (if matterport refuses refund or cancellation)
- District Consumer Protection Authority: File a complaint in your district (Delhi, Mumbai, Bangalore, etc.) if Matterport refuses to cancel or denies a legitimate refund claim under the Consumer Protection Act.
- Central Consumer Protection Authority (CCPA), India: For appeals or complex cases, file with the CCPA if the District Authority's order is unsatisfactory. Website: ccpa.gov.in
Keep all receipts, emails and screenshots of your account and billing history before filing a complaint. Consumer authorities typically respond within 60-90 days.
Final summary: cancelling matterport with confidence
Cancelling Matterport is straightforward if you follow the steps carefully. The web subscription cancels via Account Settings > Subscriptions on my.matterport.com, app subscriptions cancel through Apple or Google Play, and Capture Services must be cancelled at least 24 hours in advance to avoid fees.
Matterport's standard policy denies pro-rata refunds, but India's Consumer Protection Act 2019 and E-Commerce Rules 2020 give you legitimate grounds to claim refunds if the service was defective or your subscription was recent. Always save your cancellation email and download your data before access expires.
If you're unsure whether to cancel or downgrade, downgrade first and cancel later if you still don't use it. And if Matterport refuses to honour a valid refund claim, escalate to your District Consumer Protection Authority-Stopee has seen consumers recover thousands of rupees through this channel.
For additional guidance on cancelling Matterport and other subscriptions, Stopee (stopee.com) has helped thousands of consumers cancel services cleanly, recover refunds and avoid unwanted charges. Visit Stopee today and take control of your subscriptions.