Manage Superprof

How to cancel superprof and reclaim your student pass subscription in new zealand

What superprof is and why you might want to cancel

Superprof is an online tutoring marketplace that connects you with tutors across subjects like languages, maths, music, and professional skills. The platform operates on a Student Pass subscription model, which costs NZ$59.00 per month and gives you access to contact unlimited tutors. If you've decided the service no longer suits your learning needs or budget, cancelling is straightforward, but the refund rules can be tricky. At Stopee, we help thousands of New Zealand consumers understand exactly where they stand before they cancel, so you avoid unexpected charges and know your rights.

How the student pass works

When you subscribe to the Student Pass, you pay a monthly fee upfront. This subscription allows you to search for tutors on the Superprof platform and send contact requests to arrange one-on-one lessons. Once a tutor accepts your request and you exchange contact details, the lesson arrangement typically moves outside the platform. You can then organise payment and scheduling directly with your tutor. The Student Pass itself does not pay for individual lessons; it simply unlocks your ability to contact tutors during the billing period.

When cancellation makes sense

You might want to cancel if you've found a tutor outside the platform, completed your learning goals, or realised the subscription fee doesn't justify the lessons you're taking. Stopee recommends cancelling immediately if you no longer intend to use the service, because monthly charges will continue to renew unless you actively stop them.

Your consumer rights under new zealand law

Before you cancel, understand what protections apply to you as a consumer in Aotearoa.

Cooling-off rights and subscription cancellation

Under the Consumer Guarantees Act 1993, you have limited cooling-off rights for digital services. If you subscribed to the Student Pass online without solicitation (meaning Superprof didn't actively push the sale to you), you may have a 14-day window to cancel and claim a refund. However, if you actively agreed to the subscription terms or if the service was provided at your request before the cooling-off period expired, this right may not apply.

Superprof's own terms state that the Student Pass is cancellable but becomes non-refundable once a tutor accepts your contact request. This clause may conflict with New Zealand consumer law, which generally protects you from unfair contract terms. Pro tip: if you believe Superprof's non-refund policy is unfair or misleading, gather evidence of your communications and contact the Commerce Commission or a consumer protection service for advice.

Disputing charges with your bank

If Superprof charges you after you've requested cancellation, or if you believe a charge was unauthorised, you can dispute it with your bank or payment provider. New Zealand banks handle chargeback claims under their own dispute resolution processes. Document everything: your cancellation request, the date you sent it, and the subsequent charges. Stopee advises keeping screenshots and email confirmations of all communication with Superprof.

How to cancel your superprof subscription

Cancelling your Student Pass subscription involves a few clear steps, whether you use the web platform or mobile app.

Cancel your student pass via web browser

1. Open your web browser and visit the Superprof website.
2. Log in with your email address and password.
   • If you've forgotten your password, click "Forgot password?" and follow the reset instructions sent to your email.
3. Click on your account avatar or profile menu in the top-right corner.
   • Look for a settings icon (usually a gear or cog symbol).
4. Select "Account settings" or "Subscription" from the dropdown menu.
   • Different account types (student, tutor, or parent) may have slightly different menu labels.
5. Find the "Student Pass" or "My subscription" section and look for a "Cancel subscription" or "Manage subscription" button.
   • Some accounts show a red "Cancel" link; others require you to click "Manage" first.
6. Click the cancellation option and confirm your choice when prompted.
   • Superprof may ask why you're cancelling; you can skip this survey or provide feedback.
7. Wait for a confirmation email from Superprof at the address linked to your account.
   • Warning: check your spam folder if the confirmation doesn't arrive within 10 minutes.

Cancel your student pass via mobile app

1. Open the Superprof app on your iPhone or Android device.
2. Tap the menu icon (three horizontal lines) in the bottom-right or top-left corner.
   • On iOS, this is often a hamburger menu; on Android, it may be your profile photo.
3. Select "Settings" or "Account" from the navigation menu.
4. Scroll down to "Subscription" or "Billing" and tap it.
   • iOS users may see "Manage subscriptions"; Android users may see "Payment methods" or "Subscription settings".
5. Locate your active Student Pass subscription and tap "Cancel subscription" or "Edit".
   • The app will display your renewal date and current status.
6. Follow the on-screen prompts to confirm the cancellation.
   • Some apps require you to select a reason; others proceed immediately to confirmation.
7. Watch for a confirmation message on screen and check your email for a receipt.
   • Pro tip: take a screenshot of the cancellation confirmation screen as backup proof.

Cancel an individual lesson (not the subscription)

If you want to keep your Student Pass but cancel a specific lesson you've already arranged, follow these steps instead.

1. Log into Superprof on web or app and navigate to "My Messages" or "Lessons".
2. Find the lesson you want to cancel and tap or click on it.
   • You'll see the tutor's name, lesson date, time, and the amount you paid or will pay.
3. Look for a "Cancel lesson" button or link and select it.
4. Review the refund amount displayed before you confirm.
   • Superprof will show you whether you're eligible for a full or partial refund based on the cancellation timing and the tutor's policy.
5. Confirm the cancellation when you're ready.
   • The lesson is now removed from your schedule, and a refund (if applicable) will be processed.

Understanding superprof's refund policy

Refunds depend on when you cancel relative to your lesson date and the tutor's cancellation terms.

Refunds for individual lessons

If you cancel a scheduled lesson more than 24 hours before it begins, you receive a full refund. Superprof processes lesson refunds to your bank account within 3 to 5 working days. However, if you cancel less than 24 hours before the lesson starts, the tutor's personal cancellation policy applies. Tutors can charge you 0%, 50%, or 100% of the lesson fee as a cancellation fee. This means you might lose the entire cost of the lesson if you cancel late.

Refunds for the student pass subscription

This is where you need to pay close attention. Superprof states that once a tutor accepts your contact request and you exchange contact details, the Student Pass subscription becomes non-refundable for the current billing month. You can cancel the subscription at any time, but you won't recover the monthly fee you've already paid if a tutor has accepted a lesson request. The only exception is if a tutor cancels lessons due to their own unavailability; in rare cases, Superprof may refund the initial month's Student Pass fee if this is proven. Warning: if you've already contacted tutors, expect to lose your subscription fee for that month.

What happens if superprof charges you after cancellation

After you cancel, monitor your bank account for the next two billing cycles to confirm no further charges appear. If you see a charge after your cancellation confirmation, contact Superprof's support team immediately with your cancellation confirmation email. If Superprof doesn't issue a refund within 7 working days, escalate the dispute to your bank and file a chargeback claim. Stopee recommends keeping all cancellation emails and screenshots in a folder so you have proof if the company disputes your cancellation request.

What happens after you cancel

Cancellation has immediate and ongoing effects on your account.

Access and lessons after cancellation

Once your cancellation takes effect, you lose the ability to contact new tutors. However, any lessons you've already arranged with tutors can still proceed unless you separately cancel those individual lessons. Your tutor may continue to reach out to you via the contact details you've exchanged, and you can still complete lessons that were booked before cancellation. Pro tip: if you want to stop all lessons, cancel each scheduled lesson individually through the platform to be eligible for refunds where applicable.

Your account, messages, and data

Your account remains accessible after cancellation. You can still view all your messages, lesson history, and communications in the "My Messages" area. This history is useful if you need to reference lesson notes, tutor contact information, or payment records for tax or dispute purposes. Superprof does not automatically delete your data when you cancel the subscription. However, if you want to fully delete your account and all associated data, you must request this separately through your account settings or by contacting Superprof's support team.

Superprof pricing and plan details for new zealand

Here's what you're paying for and whether the cost justifies your use of the platform.

The Student Pass is Superprof's only paid subscription for students in New Zealand. At NZ$59.00 per month, it's a relatively modest cost, but whether it's worth it depends on how actively you contact tutors and how many lessons you complete. If you arrange just one or two lessons per month, the subscription fee is reasonable. If you're using Superprof only to browse profiles, the free account may suffice. Stopee recommends calculating your cost per lesson: if each lesson costs more than NZ$30 to NZ$40 (after factoring in the subscription fee), you're paying premium rates.

Common mistakes when cancelling superprof

Cancelling a subscription should feel simple, but small oversights can leave you paying longer than intended.

Assuming cancellation is automatic

Many students believe that stopping contact with tutors or finishing lessons means the subscription ends. It doesn't. Superprof will continue charging you every month until you explicitly cancel the subscription in your account settings. If you've arranged even one lesson with a tutor, the subscription is still active and will renew. Check your account settings immediately after your last lesson to confirm the subscription is off.

Cancelling a lesson instead of the subscription

The biggest trap is clicking "Cancel lesson" when you meant to cancel the entire Student Pass subscription. Cancelling a lesson only removes that single booking; your subscription remains active and will charge you again next month. Double-check your account settings to see if the Student Pass itself is still showing as "Active" or "Renews on [date]". If it does, you need to complete the subscription cancellation steps described above.

Not waiting for confirmation

After you click cancel, Superprof should send you a confirmation email within minutes. If you don't receive this email, the cancellation may not have gone through. Check your spam folder, then log back into your account to verify the subscription status. If it still shows "Active", repeat the cancellation process. Warning: a cancelled subscription should display as "Inactive", "Cancelled", or show no renewal date.

Ignoring the non-refund clause too late

You're entitled to feel frustrated if you discover the Student Pass is non-refundable after a tutor accepts your request. However, Superprof makes this clear in the terms when you sign up. The best protection is to cancel immediately if you change your mind, before a tutor accepts and contact details are shared. If you've already paid and a tutor has accepted, contact Superprof's support team to request a goodwill refund; some customer service agents have discretion to refund the first month for new customers within 7 days of signup.

Steps to take after you cancel

Cancellation is the start, not the end, of protecting yourself.

Confirm your cancellation in writing

After you cancel through the app or website, screenshotthe confirmation page or email you receive. Save this image and forward it to yourself or print it for your records. If you later dispute a charge, you'll need proof that you cancelled on a specific date. Stopee recommends creating a simple spreadsheet or folder where you log the date of cancellation, the confirmation email date, and any subsequent charges, so you have a complete record if you need to escalate to your bank.

Monitor your bank account

Mark your calendar for the date your next subscription renewal would have occurred (usually one month from cancellation). Check your bank statement or app on that day to confirm no charge appears. If a charge does appear, take a screenshot and contact Superprof's support team within 48 hours with your cancellation confirmation. If Superprof doesn't refund within 7 working days, file a dispute or chargeback with your bank.

Request account deletion if desired

Cancelling the subscription leaves your account active. If you want Superprof to delete all your data (messages, contact history, profile), you need to request full account deletion separately. Log into your account, go to Settings, and look for a "Delete account" or "Data deletion" option. Some accounts require you to contact support directly at Superprof's support email address to complete deletion. Expect the process to take 14 to 30 days.

How to contact superprof for disputes or support

If you encounter problems with cancellation or need to escalate a billing issue, here's how to reach Superprof.

Support contact methods

Superprof provides support through its in-app messaging system and email. Log into your account and look for a "Help" or "Contact support" option in the settings menu. Alternatively, many European-based companies like Superprof publish contact information on their website's terms or privacy policy page. Superprof operates from France (Superprof SAS) and maintains a German postal address for general correspondence. For billing disputes or cancellation issues, email Superprof's support team with your account details, cancellation confirmation (if you have it), and a clear description of the problem. Response times typically range from 24 to 72 hours for email support.

Escalation to consumer protection authorities

If Superprof refuses to honour your cancellation or process a refund you believe you're entitled to, you can escalate your complaint to the Commerce Commission or a dispute resolution service in New Zealand. The Commerce Commission handles unfair contract terms and misleading claims about consumer rights. You can file a complaint on their website or by phone. Additionally, if you paid by credit or debit card, your bank has a dispute resolution process that sits between you and the company. Pro tip: contact your bank first if you believe a charge was unauthorised or made after you cancelled; bank chargeback processes are often faster than company negotiations.

Key takeaways and next steps

Cancelling Superprof's Student Pass subscription is simple if you follow the steps and watch for common traps. Here's a quick checklist to ensure you don't miss anything:

Superprof is a legitimate tutoring platform that millions of students worldwide use successfully. However, like all subscription services, it relies on automatic renewals and non-refund policies to maintain revenue. You're not powerless; New Zealand consumer law protects you, and your bank can intervene if disputes arise. Stopee has helped thousands of consumers navigate subscription cancellations and understand their rights, and we're here to empower you to do the same. If you need additional guidance on any step of the cancellation process or want to understand your consumer protections further, Stopee's guides cover dozens of services and explain how to protect yourself.

Take action now: log into your Superprof account, navigate to your subscription settings, and cancel if you've decided the service no longer serves your needs. Your confirmation email will be your proof, so keep it safe. You deserve a service that respects your decision to leave.