Manage Preply

How to cancel preply and reclaim your unused lesson credits

Understanding preply and why you might want to cancel

Preply is an online tutoring marketplace that connects you with private tutors for language learning and academic subjects. You book lessons on a per-tutor basis or enrol in recurring lesson plans charged across a 28-day billing cycle. If you've signed up for Preply but find the service no longer suits your needs, you deserve a straightforward path to cancellation. At Stopee, we help New Zealand consumers navigate cancellation with confidence and ensure you understand your rights every step of the way.

How preply works

When you join Preply, you choose a tutor and book lessons at their hourly rate. Some tutors offer recurring subscription-style plans that bill automatically every 28 days. Your lesson credits load into your account, and you schedule lessons with your selected tutor. Payment is straightforward: you pay per lesson or enrol in a plan, and your credits are tracked in real time.

Common reasons to cancel

You might cancel Preply because you've reached your learning goal, found a tutor elsewhere, hit budget constraints, or discovered the tutor wasn't the right fit. Whatever your reason, you have the right to cancel without pressure or hidden fees. Stopee stands with consumers who need clarity on how to exit subscriptions fairly.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you when you buy services like Preply. Understanding these rights is your strongest lever if cancellation becomes difficult.

Consumer guarantees act protections

Under the Consumer Guarantees Act, services like tutoring must be provided with reasonable care and skill, fit for purpose, and delivered within a reasonable time. If Preply fails to deliver lessons as promised, or a tutor cancels repeatedly, you may have grounds to request a refund or dispute the charge. The law applies to all New Zealand residents purchasing goods or services for personal use.

Fair trading act and misleading conduct

The Fair Trading Act prohibits misleading or deceptive conduct. If Preply makes it deliberately hard to cancel, hides fees, or uses dark patterns (confusing design tricks) to lock you in, you can escalate to the Commerce Commission. Stopee encourages consumers to document any suspicious practices and report them. If you face resistance when cancelling, take screenshots of the interface and save all email correspondence.

Who to contact if preply refuses to help

If Preply ignores your cancellation request or denies a legitimate refund claim, contact the Commerce Commission (www.comcom.govt.nz) or your local Citizens Advice Bureau. You can also escalate through Disputes Resolution Services if Preply is registered with one. Stopee recommends keeping detailed records of your attempts to cancel and any refund denials.

Cancellation methods available to you

Preply offers multiple ways to cancel, depending on your device and subscription type. Each method is straightforward if you follow the steps carefully.

Cancel via the preply website (desktop or browser)

Cancelling on the web is the most reliable method and gives you a clear record of your action. You'll access your Subscription Settings, select the tutor plan, and confirm cancellation in a few clicks.

1. Open your web browser and go to Preply.com
2. Sign in with your email and password
   • If you've forgotten your password, click "Forgot password" and follow the reset email
3. Click your profile icon in the top right corner
4. Select "Settings" or "Account Settings"
5. Look for "Subscriptions" or "Billing"
   • You'll see a list of active tutor plans with their names and next billing dates
6. Find the tutor plan you want to cancel and click the three dots (menu icon) next to their name
7. Select "Cancel subscription" from the dropdown menu
8. Preply will ask you to confirm; select "Yes, cancel"
   • You may see an optional feedback form - you can skip it or explain why you're leaving
9. Look for a confirmation message that says "Subscription cancelled" or similar
10. Check your email for a cancellation confirmation receipt
    • Pro tip: Screenshot this confirmation and save it to your device; it's your proof of cancellation

Cancel using the preply mobile app (iOS or android)

If you prefer to cancel on your phone, the Preply app follows the same process with slightly different navigation. The outcome is identical to web cancellation.

1. Open the Preply app on your iOS or Android device
2. Tap your profile icon at the bottom right of the screen
3. Tap "Settings" or "More Settings" (usually a gear icon)
4. Scroll down and tap "Subscription"
5. Swipe or scroll to view your active tutor plans
6. Tap the plan you want to cancel
7. Select "Cancel subscription" or a similar option
8. Confirm your cancellation when prompted
9. You'll see a confirmation on screen; save a screenshot
   • Warning: Mobile screens refresh quickly, so capture your confirmation image immediately

Cancel individual lessons (not the subscription)

If you only want to skip or reschedule a single lesson rather than cancel your whole plan, Preply allows free changes up to 12 hours before the lesson starts. After that window, you forfeit the lesson credit.

1. Open Preply and go to your "Upcoming Lessons" or calendar view
2. Find the lesson you want to cancel or reschedule
3. Tap or click the lesson
4. Select "Cancel lesson" or "Reschedule lesson"
   • If you cancel more than 12 hours before the start time, you keep your lesson credit
   • If you cancel within 12 hours, the credit is forfeited and you lose the lesson fee
5. Confirm your action
6. For rescheduling, select a new date and time that the tutor has available

What happens after you cancel

Cancellation is only half the story; knowing what changes after you hit that button matters just as much. Stopee wants you to feel secure knowing exactly what you retain and what you lose.

Your existing paid lessons remain valid

When you cancel a tutor subscription, any lessons you've already paid for stay in your account. Scheduled lessons don't expire just because you've cancelled the recurring plan. You can attend all future lessons you've booked until they've been completed or rescheduled. This is one of Preply's fairer policies: you never lose money you've already spent.

Unused credits and the 28-day billing cycle

If you've paid for lessons but haven't scheduled them yet, those credits live in your account until the end of your 28-day billing cycle. After that cycle closes, unused credits expire and cannot be recovered. Cancelling stops future automatic charges, but it does not refund expired credits. If you have unscheduled credits, schedule them quickly before they vanish, or request a refund for unused balance if you cancel within the refund window.

Your account data and access

Cancelling a subscription does not delete your Preply account. You'll still be able to log in, access your lesson history, read messages with your tutor, and download invoices. If you want to completely remove your personal data, you can request account deletion separately, though this is a different process from cancellation. Stopee recommends keeping your account active if you think you might return later.

Future billing stops immediately

Once you confirm cancellation, Preply will not charge your payment method again. Your next scheduled billing date is cancelled. Check your subscription settings one week later to confirm no new charge has appeared. If a charge appears after cancellation, contact Preply support immediately and escalate to your bank or card issuer if needed.

Refund eligibility and how to claim

Preply's refund policy is conditional, but you may have a strong case if you act quickly and meet their criteria. Stopee breaks down exactly when Preply will and won't refund your money.

Monthly subscription refunds

Preply may refund a monthly subscription charge if you cancel within 28 days of payment and have not used any lessons from that billing period. This is your best refund scenario: you paid, you didn't use the service, and you cancelled early. To claim, contact Preply support with your payment date and subscription details. The refund is not automatic; you must request it.

Yearly or longer-term plans

If you enrolled in a yearly Preply plan, you may qualify for a full refund if you cancel within a 14-day trial period and have not used any lessons. After the trial period, yearly plans are treated differently: Preply may offer a partial refund for unused lessons, but processing fees may apply. The longer you've had the plan and the more lessons you've taken, the lower your refund will be.

Partial refunds for unused lessons

If you've used some lessons but have unscheduled credits, Preply may refund the unused portion. Calculate this yourself: if you paid for 10 lessons and used 4, you have 6 unused. Request a refund for 6 lessons' worth of credit. Preply may deduct a processing fee (typically 10-15%), so expect a partial amount, not a full credit refund. Keep your invoice handy to calculate this accurately.

How to request a refund

1. Log into your Preply account and navigate to "Settings" or "Help"
2. Select "Contact Support" or look for a "Help Centre" link
3. Click "Submit a Request" or "Start a Conversation"
4. Select the category "Billing" or "Refunds"
5. Write a clear message that includes:
   • Your full name and account email
   • The tutor's name and subscription plan
   • Your cancellation date and reason
   • The amount you paid and the date of payment
   • How many lessons you used (if applicable)
   • A specific request: "I request a refund for unused lessons / the unused portion of my plan"
6. Attach a screenshot of your subscription details or invoice
7. Click "Submit" and note your support ticket number
8. Preply support typically responds within 3-5 business days
9. If they refuse, reply with references to the Consumer Guarantees Act and ask for a manager review
   • Pro tip: Mention that you're aware of New Zealand consumer protection law; companies often escalate legitimate legal claims

Refunds for disputed or unauthorised charges

If you believe a charge was made without your consent, or a lesson was billed after you cancelled, report it immediately to Preply support and your bank. New Zealand's Banking Ombudsman can investigate unauthorised charges if your bank doesn't act within 10 working days. Save all emails and screenshots as evidence.

Preply pricing and typical lesson costs

Preply doesn't offer fixed subscription tiers; instead, tutors set their own rates and you pay per lesson or enrol in a recurring plan. Understanding pricing helps you calculate potential refunds and decide whether to cancel or adjust your plan.

How preply pricing works

Each tutor on Preply sets their own hourly rate in NZD. Rates vary widely based on the tutor's experience, qualifications, subject specialism, and location. A beginner language tutor might charge NZD $12-18 per hour, while a specialist exam tutor or advanced subject expert may charge NZD $25-60 per hour. When you enrol in a recurring plan with a tutor, Preply charges that rate every 28 days automatically. You can view all available tutors and their rates before booking.

Sample tutor rate ranges (New zealand)

Rates shown are indicative based on typical Preply tutor offerings. Your actual cost depends entirely on your chosen tutor. Before you commit to a recurring plan, confirm the exact rate, number of hours per month, and total monthly charge in NZD. Stopee recommends starting with a single lesson (not a plan) to test the tutor before signing up for recurring payments.

Common mistakes when cancelling preply

Cancelling a subscription sounds simple until something goes wrong. We've seen what frustrates consumers most, and Stopee wants you to avoid these pitfalls.

Not capturing proof of cancellation

The biggest mistake is closing the page after hitting "cancel" without taking a screenshot. If a charge appears later and you have no proof you cancelled, Preply can claim you never initiated the request. Always screenshot the confirmation page and save the email receipt. File these in a folder on your device or cloud storage for future reference.

Confusing subscription cancellation with lesson cancellation

Cancelling a single lesson (free within 12 hours) is not the same as cancelling your recurring plan. If you only cancel individual lessons but leave the subscription active, you'll be charged again in 28 days. Check your Settings to confirm whether you've cancelled the subscription itself, not just a one-off lesson.

Assuming unused credits automatically refund

When your 28-day cycle ends, unused lesson credits simply expire. Preply does not automatically refund them. You must request a refund explicitly within the refund window (typically 28 days of payment for monthly plans). If you wait too long, your claim becomes harder to justify and Preply may refuse. Act fast: cancel and request a refund in the same week.

Missing the refund request deadline

Preply's refund window is tight. For monthly plans, you have 28 days from the charge date to request a refund if you haven't used lessons. For yearly plans, the trial period is 14 days. After these windows close, refunds are rarely granted. Mark your calendar the day you sign up so you know your deadline.

Not escalating when support ignores you

If Preply support doesn't respond within 5 business days or denies a legitimate refund without explanation, don't give up. Escalate to a manager, reference the Consumer Guarantees Act, and contact the Commerce Commission if Preply stalls. Stopee has seen companies reverse refusal decisions when consumers cite consumer protection law.

Checklist before and after cancellation

Use this checklist to ensure you cancel smoothly and protect yourself if anything goes wrong later.

Before you cancel

• Write down the tutor's name, subscription plan, next billing date, and amount charged
• Note when you signed up (this determines your refund window)
• Check how many lessons you've used and how many credits remain unpaid
• Decide whether to request a refund and identify which amount to claim
• Confirm your cancellation method (web is safest; app is fine if you screenshot)
• Open your email so you can receive the cancellation confirmation immediately

During cancellation

• Sign in and navigate to Subscriptions or Billing settings
• Select the correct tutor plan (if you have multiple)
• Click "Cancel subscription" and confirm when prompted
• Look for a confirmation message on screen
• Take a screenshot of the confirmation page immediately
• Check your email within 5 minutes for a receipt email
• Save the receipt email and the screenshot in a folder on your device

After cancellation

• Wait 1 week, then log back in and check your Subscriptions page to confirm the plan is gone
• If a new charge appears on your statement within 28 days, contact Preply support with your cancellation confirmation
• If you're eligible for a refund, submit your request within the refund window (don't wait)
• Keep all correspondence with Preply in case you need to escalate to the Commerce Commission
• Check your bank statement for the refund; Preply usually processes refunds within 5-10 business days

Review and comparison summary

Stopee has reviewed Preply's cancellation process against other major tutoring platforms. Here's how Preply stacks up on fairness and transparency.

Overall, Preply's cancellation process is straightforward and its refund policy is reasonably fair if you act within the time limits. The main risk is missing the refund deadline or forgetting to request one explicitly. Stopee rates Preply 4.5 out of 5 for transparency and fairness in cancellation.

Contact information for preply support and escalation

If you need to contact Preply to cancel, request a refund, or escalate a dispute, here are your options.

Primary support channels

• Email support: Submit a request via the Preply Help Centre (help.preply.com) or email support@preply.com
• Live chat: Available within the Preply app and website during business hours
• Phone support: Not always available; check your account settings for regional phone numbers
• Help Centre: help.preply.com hosts FAQs, cancellation guides, and billing articles

Preply headquarters and registered office

Preply operates across multiple countries. For postal correspondence from New Zealand, you may use their UK or general headquarters address if Preply does not publish a specific New Zealand office. Most cancellation requests are handled online; postal mail is slow and often unnecessary. Prioritise email support through your account.

Escalation pathways in new zealand

If Preply refuses to respond or denies a legitimate refund claim:

• Commerce Commission: www.comcom.govt.nz - Report unfair contract terms, misleading cancellation processes, or unauthorised charges
• Citizens Advice Bureau: www.cab.org.nz - Free consumer advice and dispute resolution support
• Banking Ombudsman (if charge-related): www.bankingombudsman.org.nz - Investigate unauthorised or disputed payments
• Disputes Resolution Services: Check if Preply is a member; some platforms use DRS for small-value disputes
• Your bank or credit card provider: If Preply won't refund, request a chargeback within 120 days of the charge

Document everything

Before escalating, compile a file containing: your Preply account email and username, all screenshots of the subscription page and cancellation confirmation, all emails from Preply support, your payment receipts, and the dates of your requests. This evidence will strengthen any complaint to the Commerce Commission or your bank.

Final summary and next steps

Cancelling Preply is achievable in minutes if you follow the steps carefully and act before refund deadlines expire. The web interface is your most reliable method, and always capture proof of cancellation before closing the page. If Preply charges you after cancellation or refuses a legitimate refund, use New Zealand's consumer protection laws to escalate. The Commerce Commission and your bank are powerful allies if Preply resists.

Stopee has guided thousands of New Zealand consumers through subscription cancellation, and we've seen how important clear, step-by-step guidance is. Whether you're cancelling because you've completed your learning goals or because Preply didn't meet your expectations, you have rights. Document your cancellation, request your refund within the window, and don't hesitate to escalate to authorities if needed. Stopee.com has helped thousands of consumers cancel subscriptions fairly and recover money they didn't use-visit us if you need support with Preply or any other service.